R & L Towing

I apologize for any frustration youexperienced with Smart Tuition. Inresearching your account, on 6/10/your first payment failed because accountnumber structure is invalid. You wouldneed to speak to your bank directly as to why they failed the transaction. We absorbed the failed
fee on our end. No late fee was assessed.On 6/12/a phone payment was attemptedwith a different checking account and that transaction failed due toPolicies/regulations restrict activity to this account. You would need to speak to your bank directlyto see why they rejected this transaction. We absorbed the failed fee on our end. No late fee was assessed. We credited your account for the missing money gram today6/29/for $417.50. The payment wasdelayed because the Smart Family ID was written incorrectly on the moneygram. This caused a delay in processingbecause the money gram had to be sent from our lockbox to our company office toresearch. We have not received your Julypayment yet, I would give it a few more days.We have many different payment options. You do not have to use a credit card but ifyou would like to use one there is a convenience fee of 2.65%. You can avoid this fee by paying from achecking or savings account by providing a routing number and a bank accountnumber.I will reach out to you directly and confirm the correct SmartFamily ID number for future use. Thankyou for your patience in this matter

Good morning Mr***, I apologize for any inconvenience that we may have caused you. I’m also sorry to hear about the fraud on your credit card. Thank you for updating the automatic debit with the new account information. Your school has already waived the late
fee. We sent an email notification to you on 11/30/advising you the credit card was not accepted. The email address on file is to a gmail.com address. I’m sorry that you may not have received the email notification. If you have any other questions, please let us know Kind regards, Jim L*** Director of Parent ExperienceSmart Tuition

The contact at *** *** *** *** is *** *** ###-###-#### I will email you this information also in case the Revdex.com blocks the information that you asked for today. Sincerely, *** ***Director of Parent ExperienceSmart Tuition

I apologize for any confusion. The account was originally set up on a 12-month plan. The parent wanted to see if there was a discount for a month plan and paid the amount in full thinking the discount would automatically pop up. It did not, and the full payment was made by the
parent. The parent attempted to stop the payment with our call center but they were not able to get through on the day they made the payment. The next day, the parent spoke to our call center, however the transaction was already in process so it could not be stopped. I am in the process of resolving the issue with the parent. Kind regards, Jim L***Director of Parent ExperienceSmart Tuition

I apologize for any confusion on your account. Smart Tuition is not a collection agency, we are a tuition management company. In reviewing your account, I do not see any calls to our company to stop your auto debit. I have switched you to mail in so your bank information will not
be rolled over next year. I have also absorbed the failed bank fee for $because the in school payment was not credited until the auto debit was in process. We need business days to stop an auto debit before it goes into processWe will send you the $plus the $service charge for the service charge however we were never notified that you would be paying the school directly. We could have stopped the autodebit so you would not have had any issuesIf you have any further questions, please feel free to reach out to us directly. Sincerely, Smart Tuition

I apologize for any frustration you experienced with Smart Tuition. Online bill payments madethrough your bank are sent by regular mail to Smart Tuition. We do not receive online bill payment checkselectronically At the time of your initial call, we didn’t receive your payment
yet. As of today, we have received your payment and we are issuing a refund check. We are looking to receiving paymentselectronically in the future If you have any further questions, please call our hour call center for assistance. Sincerely, Smart Tuition

Good morning, I apologize for the confusion. When you called our customer service agent on 5/31/you requested a statement. Our representative requested a reprint of the original invoice and a modified invoice on 6/25/which was the last month of your payment plan. These
reprints did not accurately show your payments after 6/25/that you made. What our representative should have sent you, was a Family Tuition Statement because your payment plan was already over This would have given you the same balance that was showing on the website The old invoices would not show any payments after 6/25/ We will retrain this customer service agent so that she doesn’t make the same mistake twice. I will send you the statements that you requested. If you have any questions, please let us know. Kind regards, Jim L***Director of Parent ExperienceSmart Tuition

Good morning,Last night I received an email to our company from our customer service email address The parent expressed her disapproval of a late fee on her account and threatened to go to the Revdex.com and other media outlets I waived the late fee and immediately responded to the parent
after business hours We are in the process of setting up electronic online bill payments There are better options to pay Smart Tuition such as our website and by phone The would eliminate the transit times for checks mailed by online bill payments from banks Until this is set up by the 2nd Q of next year, online bill payment is the slowest way to make a paymentWe rely on the banks sending the checks and the USPS to deliver the payment The payment was delayed in the mail because of the increase in mail due to the holiday season The banks cannot guarantee anything due to the fact that they mail things by regular mail They give parents an estimated delivery date They also engage in practices called batching where they mail mutiple checks with different due dates in one big batch We cannot control delivery times of payments I apologize for the delay in payment but we do not engage in predatory practices We offer multiple payment methods for parents to pay the schools on time We never promoted or suggested making payments by online bill pay because we do not believe it is the best way to make a payment.Once again, we are in the process of setting up electronic online bill payments by the 2nd Quarter of next year.Sincerely, *** ***Director of Parent ExperienceSmart Tuition

I'm sorry any confusion in my previous response I said we absorbed the fee, which means we waived the failed fee We already refunded the $back to the checking account ending in #*** on 2/27/17. Sincerely, *** ***Director of Parent ExperienceSmart Tuition

This complaint was previously handled on Friday 12/16/16.  The payment was made after the due date on our website.  The parent then set up automatic payments going forward.   Kind regards, [redacted]Director of Parent Experience Smart Tuition

I am rejecting this response because they cannot provide itemized billing information, like every other reputable business I have ever encountered.

Good morning,   I apologize for any delays that you had with getting your paying to Smart Tuition.  Smart Tuition does not recommend online bill payment at this point in time because it is not the most efficient way to make a payment.  I would like to explain this process to you so...

you understand what is going on with your payment.  When you initiate the payment through your bank, they remove the funds from your available funds and send Smart Tuition at physical check by regular mail.  That does not mean that we received your check as soon as the funds come out of your account.  Your bank will sometimes give you an estimated date of arrival but they cannot predict delivery times of the US Mail.  We are told by the USPS to allow 5-7 business days for delivery and when there is a holiday to allow an additional 1-2 business days on top of the normal delivery time.  The delays everyone has experienced are not just with transit times, the postal service also has to sort the mail before we can pick it up.  Our lockboxes pick up 6 times a day in order to make sure that we receive all deliveries for that day.    In your situation, the due date on your account is the 10th of each month. We received your payment on the 13th of the month which was already considered late. If you made a payment on 2/10/17 on our website or phone, the payment would have shown up immediately and there would not have been a late fee.  If you wish to continue to use online bill pay, please send you payment in 5-7 business days before the 10th of each month and if there is a holiday please allow an additional 1-2 business days for delivery.    We are in the process of setting up receiving online bill payment electronically and hope to have this in place by the end of the 2nd Quarter of this year.  Until we set this up, I would recommend making a payment on our website or by our automated phone service.   I will waive the late fee as a one-time courtesy waiver.   Sincerely,   [redacted] Director of Parent ExperienceSmart Tuition

Thank you for your concern.  Generally Smart Tuition recommends that invoicesare generated 20 days prior to the due date each month.  Your school, the[redacted]l has requested that we shorten the invoice generation timing asthey have many incidental fee billings each month.   We...

sincerelyapologize if you received a late fee because of the shortened invoice timingand would like to advise you that it has been waived as a courtesy to yourregular tuition payments.  We have been serving schools and parents for almost 30 years and have an A+accreditation from the Revdex.com.  We are awareof complaints on the internet, and make every attempt to contact these parentsto resolve the situation.  Additionally,our family help center is open 24 hours a day, 7 days a week.  We are attempting to work with your school about this process and truly appreciateyour feedback.  Our hope is to find a solution in the near future.Your feedback is extremely helpful and truly appreciated. Your Smart Tuition Team

Good morning.  I apologize for any frustration you are having with delivery times.  Banks give parents estimates on delivery times and cannot confirm payments are received by regular mail.  There is no way to track regular mail payments.  We are in the process of setting up...

electronic receipts of these payments in the future so most banks will send the payments electronically instead of by mail.  We hope to have this up and running by the middle of this year. We have other more efficient ways to make a payment.  I recommend paying on our website or our phone system with your checking or savings account to make your payments by the due date.  By paying this way, you will not be subject to unpredictable delivery times. I have included a message on your last invoice warning parents that regular mail experiences delivery delays during holiday months. Smart Tuition typically requests payments sent by mail to be sent 5-7 business days ahead of your due date. Due to the approaching holiday, please provide an additional 2-4 days if you plan on mailing your payment to Smart Tuition. To avoid any delays in transit times, please consider making a one-time payment on our parent website or mobile app. Lastly, we have been in business for 28 years with private and religious organizations.  We are not holding payments to generate late fees.  If the payment comes in after the due date, a late fee is charged.  I will waive the late fee as a one-time courtesy waiver.    Sincerely,   [redacted] Director of Parent ExperienceSmart Tuition

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It is unfortunate, as well as frustrating that I was not able to resolve this matter with Smart Tuition  customer service/ account transaction representatives when I called. Their records should show the numerous times I called and the amount of time I spent dealing with this matter which was over 3 weeks. In the future, I hope that no parent has to take such measures to have an issue resolved. On a positive note, the parent representative that I spoke to this morning was knowledgeable and interested in analyzing how the issue occurred; hopefully to prevent this from happening in the future.  He provided a solution and I find that this resolution is satisfactory to me.
Regards,

I apologize for any confusion with your Smart Tuition account.  I have reviewed your account with Smart Tuition and believe there a misunderstanding about the fees.  Smart Tuition has a one-time yearly fee called the Smart Admin fee.  The fee is either paid by the school or the...

parent, but not both.   Each school has a choice as to how they wish to handle the fee with parents.   Smart Tuition does not charge parents to make online payments.  We give parents the choice to pay with a credit card which may have a convenience fee or by using their routing number with their checking or savings account number to avoid the fee.  There is no charge to make a payment online using your routing number with your bank account number.  If you choose to pay by credit card, the convenience fee is displayed on our website before the transaction is submitted, so that you have the opportunity to cancel the payment.  Your payment was made on our website on 8/11/17, which displayed the convenience fee on the confirmation page.   If you have any additional questions, please let me know.   Sincerely,     Jim L[redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration you experienced with your Smart Tuition account.  I have reviewed your account and confirmed that the Track and Field fee was added after the invoice generated by the school.  I have informed the account manager for the school to advise the school of our...

best practices. We do not suggest adding fees after the invoices have been generated, unless they send a revised invoice.    We did have an open note on your account from 3/6/17 to contact the school about this issue however we did not have time to speak to them about it before you filed a complaint with the Revdex.com.  I have waived the late fee as a courtesy.  Thank you for letting us know what happened so that we can work with the schools to improve the parent experience.    Sincerely,   [redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration you had with Smart Tuition.  We called the school and they confirmed that you left the school.  We have closed out the account so you will not get any more phone calls.  The school never informed us you were not returning, so our automated system called...

you once per week.  The account has been closed and there is a zero balance.  I apologize for the delay in getting an answer to your inquiry.     Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

Good morning,   Thank you for being a Smart Tuition parent for 5 years.  We appreciate your feedback regarding your experience with Smart Tuition.  The issue here is that your due date is the 10th of each month.  Both of your web payments were made after the late fee applied...

(11/20/17 and 12/20/17).  We understand your point about the West Coast time zone however the school provided a grace period to provide payments in the mail to arrive without being charged a late fee.  The purpose of the grace period is not to provide extra time to make payments  This school’s grace period is 9 days, which we do not like to disclose because of situations similar to yours.  If the web payments were made on or around the due date, this would be a non-issue.  .  The school relies on timely payments to be made on the due date.  We have waived our portion of the late fees and we are in the process of trying to contact the school to see how they would like to handle their portion of the late fees.  The school may be out of the office for the Christmas holiday.  We will email you when we here back from the school.  We hope you have a blessed holiday season.   Kind regards, Jim L[redacted]Director of Parent ExperienceSmart Tuition

I apologize again for any frustration you are experiencing.  I have spoken to all contacts at the school and they w**l be reaching out to you.  I understand that some parents that did not enroll on time were signed up automatically by the school through Smart Tuition.  They w**l be contacting you about this process and I have explained that enrolling parents automatically is not the best process for fam**ies.  I w**l be in contact with the school to see how they w**l be handling your account going forward.  I am sorry to hear you w**l be going to the ** attorney general.  We typically never get requests to be on a non-recorded line regarding tuition accounts.  We record all conversations to provide transparency of what happened during the call to the schools.  They have the ab**ity to listen to these calls to review how our customer service agents are doing.  If you believe we are wrong that is your right to investigate further however we are not aware that we are breaking any laws at this time. If you have any additional questions please call me or the school directly.