R & L Towing

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I spoke to Jim regarding my concerns and he said that there are other parents complaining from [redacted] and they are working to address the concerns with their legacy application.
Regards,
[redacted]

The school has advised Smart Tuition on 2/27/17 that the account balance is accurate.  You may wish to contact the school directly to resolve.     Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

Good morning,   I apologize for any inconvenience.  We have resolved the parents issue and refunded the amount back to the credit card.  In the future, Smart Tuition will be looking into a way to link different accounts to each other in the case where parents use two different...

schools.  We are considering the one account number for a family instead of having multiple account numbers for each school.  This type of change is going to take some time to develop from our current system but we are looking into a solution at this time.    If you have any further questions, please let us know.   Kind regards,   [redacted] Director of Parent ExperienceSmart Tuition

Mr. [redacted] emailed Smart Tuition over the weekend and had questions about the Smart Admin fee.  He disagrees with when we notify our parents of this fee.  I have already advised Mr. [redacted] yesterday that I was going to work with our Tech department to advise parents of our smart admin...

fee and when it will be applied in our upcoming roadmap.  I have advised our team to make this a priority.  We will also work with our schools to communicate our services to parents better.  Each school has different school settings which require development time to implement a change of this nature.  I wish to thank Mr. [redacted] for his feedback in assistance with making our company better.

I apologize that we made an error with our representative over the phone.  The representative that gave you the incorrect information no longer works for Smart Tuition.  Your account is set up for automatic debits from your checking account.  I see in your payment history that you...

have been making web payments.  That is fine, however if the whole balance is not paid in full by the due date the remaining payment will pull automatically.  If you want to change the way the account is set up, please give us a call.  At this time, the automatic debit is set to pull $370.00 on 9/15/16.  The transaction goes into process the business day before so it cannot be stopped at that point.  We would need at least 2 business days before the due date to stop the automatic debit. The statement from your bank did not show any fees from your bank.  The last conversation Smart Tuition had on your account was from [redacted] saying he would be sending in the documents that we need showing the fees on 8/29/16.  I will issue you a $50 courtesy credit to your Smart Tuition account to cover any mistakes we have made on your account.   If you have any other questions, please call me.  I attempted to reach you yesterday twice and went to voicemail.  I left my direct phone number if you want to call me. Kind regards, [redacted]Director of Parent ExperienceSmart Tuition

I apologize for any frustration you are having with Smart Tuition.  The school has already waived the late fee.  We can turn on emailed invoices to speed up invoicing for you.  This will reduce transit time for the mailed invoice.  You can also pay free of charge with your...

checking or savings account by doing a one-time payment with your routing number and bank account number.  You also have the option of setting up automatic debits to your account.  This is not a processing issue.  Payments sent to Smart Tuition by all banks online bill payment system comes to us by regular mail.  We cannot control delivery times and banks cannot guarantee delivery of mail delivery.  They give you estimated times of delivery.     We are in the process of setting up electronic online bill pay by the 2nd Quarter of next year. Until that time comes, I recommend making payments on our website or by our telephone service. If you want to continue to use your banks method of payment, please send us the payment a few days sooner.If you have any further questions about this, please let me know.   Sincerely,   [redacted] Director of Parent Experience Smart Tuition

Good afternoon,   We already waived your late fee and your account is up to date.  We are not in the mortgage or car loan business so we cannot be compared to those types of organizations.  Schools rely on timely payments to function properly.  Smart Tuition does not hold payments made to us, we simply transfer the payments to them.  All schools have the option to have a grace period however we do not encourage grace periods because people tend to use the grace period as the new due date.    The statement that you made regarding the only way you can make a payment is by credit card is completely false.  You can make a payment through your checking account or savings account using your routing number with your bank account number with no fee.  Smart Tuition provides parents with options to make payments that typically are not provided at the school level.   We have been in the tuition management business for almost 30 years with private and religious organizations.  We are not being deceptive at all.  Online bill payments are simply not the fastest way to make a payment.  We are in the process of setting up electronic payments for the second quarter of next year.  This should eliminate these transit issues going forward.  I’m sorry you are unhappy with our service.   Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

I apologize for any frustration you are having with Smart Tuition.  We do our best to advise parents of the credit card convenience fees.  Not too long ago we started displaying convenience fees on the prior to debit reminders.  We also display convenience fees on our parent website when making one-time payments. Parents have the option of cancelling the transaction before the payment is processed the parent.  If they do not wish to continue, they can cancel the transaction.  Additionally, we advise parents on our welcome letters that if they sign up for automatic debits using a credit card there will be a convenience fee. Smart Tuition usually does not get a request at the end of the year to refund all credit card convenience fees for the whole year.  Due to the unusual nature of the request, there were many different parties involved internally and externally.  The multiple parties involved caused this request to take longer than the normal time taken for a standard parent request.  In the end, we refunded all of the payments made by credit card for the year, including all the credit card convenience fees on 7/19/16.  As a result of having to reverse a year’s worth of credit card payments, extra time was required to research the implications to accounting reports and school records with the school.  We had to make sure the school was aware of what was being asked and how it was going to affect them with their accounting reports.  Additionally, we wanted to also make them aware that there would be an outstanding balance due on the account due to all of the payments being refunded. If you have any further questions, please let me know and I will try and assist any way I can. Sincerely, [redacted] Director of Parent Experience Smart Tuition

I have reached out to the parent by phone and reviewed all of her concerns.  We reviewed how the payment was made on our website and what happened during the phone call.  I was able to resolve all of the parents’ concerns.  Going forward, Smart Tuition does have plans to update our...

parent website in the future and I suggested using our callback feature during the day if there are hold times.  We will also review the phone call with the customer service agent.   Sincerely,   Jim L[redacted] Director of Parent Experience

I apologize for any frustration that you have with Smart Tuition.  The situation in question began on August 26th 2015.  Apayment was made by the parent on our website by typing in the checking account numbers themselves.  The payment failedfor R03: No Account from our bank. ...

This error code from the bank is most likely an error with the numbers that weretyped in that could have been incorrect/transposed or the account was closed.  We emailed the parent automatically on 8/27/15 to notify them of the failed payment. The parent did call us to question the fee on 8/28/15 and we left an open note in our system to review.  On 9/29/15 the parent called back the 2nd time to address thisissue.  We immediately absorbed the failed bank fee of $30 on 9/29/15 as a one-time courtesy.  I apologize that it took a month to addressthis issue.  During enrollment season we are very busy and attempt to address each open request in 7-10 days.  I will speak to the account manager aboutthis issue going forward.  We also waived a late fee on 8/3/15 as a one-time courtesy. There are no other Smart Tuition fees on your account at this time.  If you have any additional question please contact us anytime at ###-###-####.Sincerely,Smart Tuition

Good afternoon,   I apologize for any inconvenience.  The due date on your account is the 1st of the month.  We received your May payment on 5/11/17 and a late fee was charged.  I have waived late fees on the account and you have a zero balance.  Going forward, please make...

payments on or before your due date to avoid any late fees on your account.   If you have any questions, please let us know.   Kind regards,   Jim L[redacted] Director of Parent ExperienceSmart Tuition

I apologize for any frustration you are having with Smart
Tuition.  I see that you have been with
us for 2 years now.  In reading the notes
from last year I see that you had a similar dispute about online bill pay with
your bank.  Online bill pay is a
convenient way to make a...

payment through your bank, however it is not the
fastest way to make a payment.  It should
not take 2-3 weeks for your payment to get to us.  There are a variety of factors with online
bill pay that are out of our control.  We
depend on the banks to mail the payment to us and the USPS to deliver the
payment to us.  We have seen that sometimes
big banks generate checks from different locations from across the country even
though you are sending us the check from New York.  It depends on where their distribution
centers are located in the country.  Additionally,
banks also send checks to us and other companies in batches.  I have personally seen this happen when I
visited our lockbox site in New Jersey.  Batching is simply holding a number of checks and then sending them
altogether at once regardless of the dates of the checks.  The batch I saw on my visit had checks from
the 2nd to the 14th in the example that they showed
me.  These are just some of the factors
that we have to deal with regarding online bill pay.  In order to combat these issues that our out of our control,
we are looking into receiving online bill payments electronically.  There is no ETA yet however I am hoping we
have this in place sometime next year.  In
the meantime, we have a number of other options to make payments quickly.  You can set up an auto debit, you can make a
one-time payment on our website or phone, we accept cash payments at 7 Eleven,
Family Dollar, and Ace Cash Express.  Some schools even accept in school payments, however I would check with
them before you attempt to make a payment at the school.I have absorbed your failed bank fee of $30 and we already
waived the $40 late fee.  If your payment
in process fails, I will absorb that $30 failed fee also.  When you called on 12/1/15 our call center
representative was going to open a ticket to absorb this fee however the call
was disconnected.  I understand your
frustration and I am doing everything in my power to improve this process going
forward.  Please call me directly if you
have any more questions regarding online bill pay or failed bank fees.  I will speak to our call center
representative and account manager for the school to review your situation.Sincerely,[redacted]Director of Parent ExperienceSmart Tuition

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
One note on their response is that I did contact the company via e-mail (vs. phone as discussed in their response) prior to reaching out to the Revdex.com and the company's response was not satisfactory which is the reason I contacted the Revdex.com.
Regards,
[redacted]

Good morning,   Thank you for providing us feedback about your live chat inquiries.  I reviewed the live chats that you advised us about and apologize for the level of service that was provided.  We will be issuing a $30 courtesy credit to your Smart Tuition account.  We...

will also be reviewing the live chats with the agent that was involved, to make sure this never happens again.    Kind regards,   Jim L[redacted]Director of Parent ExperienceSmart Tuition

Thank you for letting us know about this parent.  I have attempted to reach out to her to resolve her inquiry.  The parent has 2 different account numbers with 2 different schools.  The parent called from a phone number that was on one schools account but not the other school....

 Our automated phone system pulled up the only account that had the phone number on it.  It turns out that it wasn’t the account the parent wanted to make the payment on.  I have waived the late fee and tried to contact the parent to see if she wants to transfer the pending payment to the correct account.  She has already spoken to the school in question and they have adjusted her payment plan.  This issue may already be resolved but I will wait to hear from the parent. I have also sent the customer service agent’s call to the call center supervisor to review the phone call with her.  The call center rep should have been able to locate the payment when the parent stated she made the payment on our website.  The customer service rep didn’t hear the parent’s confirmation number correctly.  If they took the correct confirmation number, we could have easily pulled up the transaction to see what account the payment was on.

I apologize for any confusion in setting up your payments with Smart Tuition.  When parents sign up for auto debits we send out a Welcome Letter advising parents if they use a debit or credit card that a credit card convenience fee is charged.  We emailed you this Welcome Letter on...

8/1/16.  The first payment for your account was made on our website with a credit card on 7/15/16 and at that time you were advised of the credit card fee before you submitted the payment.  I’m sorry that you did not notice the convenience fee charge on the website.  The second payment made on our website using your checking account on 8/10/16 and no convenience fee was charged because you used your checking account.  You can set up an auto debit to your checking or savings account with a routing number and bank account number to avoid the fee.  We also take one time payments on our website from checking or savings accounts.  These are the best options to make payments as we cannot control the transit times for mail delivery.  We have reimbursed you the $19.27 convenience fee one time.  Going forward, if you chose to use a debit or credit card there will be a convenience fee.  We have also switched your account over to mail in so there will be no more automatic debits to your debit or credit card.  If you want to change this in the future, you can update this information by calling our call center or by using our parent website. If you have any other questions, please feel free to contact me. Sincerely, Jim L[redacted]Director of Parent ExperienceSmart Tuition

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:Re: complaint ID [redacted]Wow, Smart Tuition has really gone above and beyond what I was asking for. I had assumed redistributing payments would not be an option at this point so I do appreciate the recognition on their part that this is where my frustrations began.  While I commend their actions and quick resolution, I regret that it took a Revdex.com complaint to feel heard.With redistributed payments I can now pay directly from my checking account and not a credit card so I imagine the 'we do not honor' will not be an issue moving forward.  I will call Mr. [redacted] directly if I run into an issue as I plan to make payments this evening and also sign up for automatic monthly withdrawals to cover future payments. Regards, [redacted]

I apologize for any inconvenience with your Smart Tuition account.  We have notified the school of the parents request.  The primary contact for the school has recently changed and they are not aware of the quarterly plan request made by the parent.  They are in the process of...

reviewing this account with the former primary contact to understand what was agreed upon with the parent.  The school will be in touch with the parent after they have completed their review and also touch base with Smart Tuition with any final adjustments that are needed on the account.   Kind regards, Jim L[redacted]Director of Parent ExperienceSmart Tuition

Good afternoon,   I apologize for any frustration you experienced with Smart Tuition.  Smart Tuition offers many ways to make payments for tuition.  Online bill payment is a payment service provided by the parent’s bank.  When parents choose this option, they enter their payment...

amount and the bank gives them an estimated date of arrival.  The bank then sends the payment through the regular mail.   There is no way to track the payment or select a date this payment must be delivered.  We recommend to send the payment 5-7 business days before the due date.  Unfortunately, we cannot foresee any delays regular mail payments may encounter however we are in the process of setting up a product that will accept some electronic payments from certain banks.  This will hopefully reduce transit delays for most of our customers.  The two payments in question were received a few days after the due date.  I have waived both of those fees.   Regarding the credit card convenience fees, some schools allow parents the option to pay by credit card.  If parents choose this option, a convenience fee will be charged.  Smart Tuition constantly monitors the changes in credit card convenience fees in regards to the rules and regulations.   Smart Tuition offers several options to make payments for tuition.  We offer automatic debits to checking and savings accounts, one-time payments on our website or phone, mobile app payments, and cash payments as [redacted], and [redacted].  Some schools even accept in school payments however you would need to check with your school to see if they allow in school payments.  I would recommend using one of these options to make payments to Smart Tuition.  We will continue to accept payments through online bill pay however it is not the most efficient way to make a payment.  We hope to improve this process in the near future.   If you have any additional questions, please call me back at the phone number I left on your voicemail.   Kind regards,   Jim L[redacted] Director of Parent ExperienceSmart Tuition

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
While I am still not happy with the way checks are processed by your organization, I do appreciate the reversal of returned check fees, $60.00 and the follow-up call by [redacted]I have used on-line bill pay for years where paper checks have been sent to other companies and I have never had this type of problem.  Additionally, I do still believe that the timing of when my check was processed (same day as the stop payment was put through) is questionable.  Hopefully in the near future, I do hope electronic transfers of money will be possible.  However, in the short term, I would hope that the processing of a paper check could be quicker than 3 weeks.  Tomorrow, I will attempt to payoff the full balance again, this time via phone with a customer service rep.Thank you in advance for your expeditious response and assistance in this urgent matter.
Regards,
[redacted]