R & L Towing

Complaint: [redacted]
I am rejecting this response because:
For 3 years I have called this company with this same complaint. Adding on a fee and a late charge without sending out an invoice for payment. When I call your message says that you record and listen to our complaints. 3 years I have been calling with the same complaint and you can't change your billing process? That is poor business. 
Regards,
[redacted]

[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.
Regards,
[redacted]

[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 do hope the changes are made.  Maybe throw in a " By the way, that does not apply to credit card payments." 
Regards,
[redacted]

I apologize for any frustration that you experienced with Smart Tuition.  Online bill pay is a very convenient method for families to make payments and we understand that.  We are transitioning into receiving electronic online bill payments in the 1st quarter of next year.  As of...

today, online bill payments are mailed from your banks processing center to Smart Tuition by regular mail.  Due to the fact that we cannot track things by regular mail we have to rely on banks to mail the payments in a timely fashion and the postal service to deliver the payment to our lockbox.  Both of our lockboxes make several trips a day to pick up mail.  Online bill pay is not the fastest way to make a payment at this time.  If you wish to continue using this method you should initiate your payment a few days earlier.  The other payment options that you have with Smart Tuition are ACH auto debits, one time payment methods online and by phone, and cash payments at [redacted], and [redacted].  We also have a mobile app you can make one time payments from.  These are the most efficient ways to make payments at this time.  When we being receiving electronic online bill payments, we will most likely eliminate any further issues with transit times.  I have waived your late fee as a courtesy.  I do not show any records of you calling our company to discuss this issue.  We would have been able to resolve an issue of 1 late fee over the phone if we knew the situation.  I hope you and your school will continue to use Smart Tuition in the future.  We are taking steps to improve going forward.Sincerely, [redacted]Director of Parent ExperienceSmart Tuition

I apologize for any frustration you had with our billing
process. The fee added to your account
on 12/14/for $50. The school has
advised our account manager that their parents are aware of all the fees. Even though that may be the case, we still should
have
sent out a modified invoice after we added the fee to your account.
We waived the late fee for $on the initial phone call to
our customer service center. The phone
call was then transferred to our supervisor on a recorded line and you advised
our supervisor you did not want an explanation.
You went on to explain that you we speaking on behalf of all the Hispanic
families in your community who cannot speak to us. Just in case you didn't know, we do have a
Spanish speaking reps at Smart Tuition, however we understand what you were
getting at. I will work with our account manager for the school to make sure modified invoices go out if billing is
added after the original invoices go out.
I have sent a modified invoice out to your email address. In the future if a supervisor call is
disconnected for whatever reason, I have advised our supervisors to call the
parent back ASAP to avoid any misunderstandings.
[redacted]
Director of Parent Experience
Smart Tuition

I apologize for any frustration you are having with Smart Tuition.  We have confirmed with the school2 in school payments that were made were for $955 and $500 for a total of $1455.  The amount that was b**led to youby the school was for tuition $1431 and a Smart Admin fee of $29 for a...

total of $1460.  This left a remaining balance of$5.In regards to speaking to you on a recorded line, we disclose that we do record all calls.  Wedo not have the ab**ity to speak to you on a non-recorded line.  If you do not wish to speak to someone aboutyour fam**y’s tuition account on a recorded line, you may speak to your school directly about your account.  We are notbreaking any laws from the state of ** by stating we are recording the calls or not offering you a recorded line.  If you wish to speak to someone at Smart Tuition, I am ava**able Monday – Friday 9 AM EST to 5 PM EST. If you have additional questions and prefer not to be recorded, please speak to your school directly. We have advised yourschool that you may be contacting them.

I apologize for any confusion.  The email you were sent last night was an error.  You should not have received an email because nothing has changed with your school.  We sent out a retraction email to you an hour after the mistake was discovered.  You will be able to use your...

credit card with Smart Tuition for this school.  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.
I am appreciative of the quick response made by SmartTuition and their willingness to waive the fees that they charged.  I would, however, like to clarify that the statements made by the business regarding the issue are not entirely accurate.  I changed my account AFTER the first failure in an attempt to rectify the situation.  I did not forget to tell SmartTuition that I changed my account.  The failure of the auotpay was in no way due to any change I made to the account.  In fact, all of the actions I took with my account were done after I talked to a SmartTuition customer representative  and sought their advice.  In addition, I have not been able to locate any emails from SmartTuition about autopayments not going through.  I do have email responses when I asked direct questions via email but no responses relating to failure to receive autopayments.I am thankful to Revdex.com for helping to reach this resolution.
Regards,
[redacted]

Good afternoon,   I apologize for any frustration you are experiencing with Smart Tuition.  I have requested our Tech department remove the bank information from our parent website.  For your own security, we are prevented from logging into your Smart Tuition accounts to confirm the...

bank information has been removed.  Please confirm that the bank info has been removed.  If there are any other issues, please contact me directly to resolve.     I would just like to point out that many parents requested that we store their bank information on our website so they do not have to keep entering in the information each time.  Since we are PCI complaint, the bank information is masked and only the last for digits are showing on the account.  Parents have the option to make a one-time payment which does not store you bank information for future use.  A pop up box appears when you select one-time payment and it advises parents their bank information will not be stored on the parent website.   Kind regards,   [redacted] Director of Parent Experience [redacted]

I apologize for any frustration that you have experienced with Smart Tuition.  On 9/15/15 a duplicate payment was made on our system.  We refunded one payment for $1047.03 and the other payment of $1047.03 was charged back by the parent.  I called the parent today with the bank on the...

line and confirmed what had happened.  We are going to get the payment back from Visa who was holding the payment for a charge back response.  I have waived 2 additional late fees for the parent.  I will advise the parent when the payment is credited back to the account.

I apologize for any inconvenience you have experienced. If the payment was made at 11 PM PST on 10/15/16, our system would have charged you a late fee automatically because it was already the 16th in the East.  Your due date is the 15th of the month.  I will waive the late fee for this...

month.  Going forward, please try and make the payment before 9 PM EST.  This is the 2nd courtesy waiver we have provided this year. If you have any questions about this please let us know.  Thank you for using Smart Tuition.  Sincerely, [redacted]Director of Parent Experience Smart Tuition

I apologize for any frustration you experienced with Smart
Tuition.  We have waived 4 late fees on
your account and you are currently paid up to date for December.  Going forward if the payment is not received
by your due date of the 1st a
$55 late fee will be assessed. ...

The
school determines these settings and depends on timely payments for operating
the school.  The school does not offer
a grace period however we have many different payment options to avoid
receiving a late fee.  The best options
are setting up an auto debit or making a one-time payment on the phone or the
web.We have had previous conversations about your late fee
requests with the school and they were denied.  If you have any other questions about this please feel free to reach out
to me.Sincerely,[redacted]Director of Parent ExperienceSmart Tuition

I reached out to Mrs. [redacted] to review her account.  There seemed to be some confusion about the auto debit that was set up on her account.  The original credit card we had on file was switched around November of last year.  When the new credit card was set up, the parent did not...

realize that the November payment would not be pulled with the December payment.  She was unaware that she had to make a payment manually for November to make up for the missing November payment.  I waived the 3 late fees and took a payment from Mrs. [redacted] to resolve the past due balance.  I apologized to Mrs. [redacted] about the confusion and I'm happy that the issue with the auto debit has been resolved.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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm not sure what call you listened to but it wasn't just one phone call. I had three phone calls and four emails.  The fee is invalid, if it isn't waived I will have no recourse but to escalate it to the CFPB and the NJ Attorney General. We are talking about a $30 charge but it is the principle of the matter. 
Regards,
[redacted]

Our account manager for the school has spoken to the school about what happened. The invoices automatically generate 20 days before your due date of the first.  The invoice in question was generated on 9/11/16. The school added the fee on 9/12/16 and that is why the fee did not show on the invoice. We have explained to the school that is not a best practice and they have apologized for the error.  The school advised us they would touch base with you about this error. The late fee was also applied automatically when the balance was not paid on the due date. When we figured out what happened we waived the late fee. We apologize for any frustration that you experienced.

I received information regarding payment I sent in. I still believe Smart Tuition does not process payments in a timely manner in comparison to any other company that deals with mail in payments. I think it is unfortunate hard working families have to read the fine print to send checks at a minimum of 10 days before the due date with no grace period even though the company themselves admit it takes them longer around holidays to receive payments even though I have NEVER experienced that with any other company ever in my life.
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.
Regards,
[redacted]

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 apologize for any confusion.  We received the payment on 7/6/15 from your bank.  We issued a refund check to you on 7/9/15 by mail for $564.59.  If you have any additional questions please don't hesitate to contact us.

I have communicated with the parent by email and we are in the process of looking into this further to see if this is a delayed payment or if something else has happened.  Smart Tuition does provide a statement on our invoices asking parents to send us the payment 5-7 business days before the...

due date.  I have emailed the parent a copy of the invoice that shows the statement.  We have also recommended our best practices and suggestions on the fastest ways to make payments to Smart Tuition.   Sincerely,   Jim L[redacted] Director of Parent ExperienceSmart Tuition