I was trying to work with customer to achieve a resolutionHowever after we had identified resolution which was to verify directly with London Apartment customer immediately asked for a refund.This was rather odd given that the whole purpose of the call from the customer that day had been to work through problems with their accountThe initial account showed that the customer was renting from his own business - we knew it was his business due to his linkedin account - as permitted under our Terms of Service we conduct extensive investigations to ensure an account is accurate and the data is valid.We still want to work with customer to get this taken care of - however it began to look like the customer wanted us to verify with a company that was not truly their management companyGoogle maps shows clearly that the London Apartments is the manager for the property and it doesn't make sense why the customer didn't want us to verify with London.The tone of the conversation was due to the fact that there have been many fraudulent cases that were constructed in this mannerIt's not our intent to take that tone with customers but when a valid resolution is found, in a case that initially appeared to have faulty information, and then the customer immediately asks for a refund it is a pattern that we typically see with fraud and that was what led to an escalation in tone.I'm sure that this is a valid account and we would simply like to proceed forward with verifying with London Apartment and ensure that this can be done in the compliant, legal wayThank you
Hello, We're very sorry for the delay in processing the refundThe refund for both charges has been refunded and you will receive email confirmation to your email address of [redacted] We made a mistake and simply lost the refund requestWe're very sorry and we hope that our prompt response to this matter shows that we take customer service very seriouslyThanks
Initial Business Response /* (1000, 6, 2015/10/20) */
We are not continually harassing this customerA few texts were sent out to our customers who were behind on their accounts but that was it
It is certainly unfair to say that we have been continually harassing her as that's simply not the
case
Customer will not receive any further communication from us
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.
Sincerely,
[redacted]
We have processed a full refund back to the customer. There was a delay due to the fact we had trouble verifying if the property management company was legitimate and truly in the business of managing properties. Per our money back guarantee because we could not process the account we did issue a...
Our records indicate that this was a circumstance where an individual tried to fraud our system. This consumer was not using his own Social Security Number but was attempting to build credit under his own name but with a different Social. This is fraud and is not something we can process.If the...
customer had simply provided us with accurate information there would have been no issues with the account.
Hello, We're very sorry for the delay in processing the refund. The refund for both charges has been refunded and you will receive email confirmation to your email address of [redacted]We made a mistake and simply lost the refund request. We're very sorry and we hope that...
our prompt response to this matter shows that we take customer service very seriously. Thanks
Rental Kharma does offer a money back guarantee. Unfortunately there was some miscommunication between staff on this account that did lead to a delay in the refund being processed. Before we could process the refund the payment has disputed. Please drop the dispute and we will gladly refund the full...
money back to the customer. We're very sorry for the delay in processing the refund but we are committed to providing complete satisfaction for our product and are happy to process a full refund to the customer once the dispute is dropped and we are able to actually process the refund.
I was trying to work with customer to achieve a resolution. However after we had identified resolution which was to verify directly with London Apartment customer immediately asked for a refund.This was rather odd given that the whole purpose of the call from the customer that day had been to work...
through problems with their account. The initial account showed that the customer was renting from his own business - we knew it was his business due to his linkedin account - as permitted under our Terms of Service we conduct extensive investigations to ensure an account is accurate and the data is valid.We still want to work with customer to get this taken care of - however it began to look like the customer wanted us to verify with a company that was not truly their management company. Google maps shows clearly that the London Apartments is the manager for the property and it doesn't make sense why the customer didn't want us to verify with London.The tone of the conversation was due to the fact that there have been many fraudulent cases that were constructed in this manner. It's not our intent to take that tone with customers but when a valid resolution is found, in a case that initially appeared to have faulty information, and then the customer immediately asks for a refund it is a pattern that we typically see with fraud and that was what led to an escalation in tone.I'm sure that this is a valid account and we would simply like to proceed forward with verifying with London Apartment and ensure that this can be done in the compliant, legal way. Thank you
I was trying to work with customer to achieve a resolutionHowever after we had identified resolution which was to verify directly with London Apartment customer immediately asked for a refund.This was rather odd given that the whole purpose of the call from the customer that day had been to work through problems with their accountThe initial account showed that the customer was renting from his own business - we knew it was his business due to his linkedin account - as permitted under our Terms of Service we conduct extensive investigations to ensure an account is accurate and the data is valid.We still want to work with customer to get this taken care of - however it began to look like the customer wanted us to verify with a company that was not truly their management companyGoogle maps shows clearly that the London Apartments is the manager for the property and it doesn't make sense why the customer didn't want us to verify with London.The tone of the conversation was due to the fact that there have been many fraudulent cases that were constructed in this mannerIt's not our intent to take that tone with customers but when a valid resolution is found, in a case that initially appeared to have faulty information, and then the customer immediately asks for a refund it is a pattern that we typically see with fraud and that was what led to an escalation in tone.I'm sure that this is a valid account and we would simply like to proceed forward with verifying with London Apartment and ensure that this can be done in the compliant, legal wayThank you
Hello, We're very sorry for the delay in processing the refundThe refund for both charges has been refunded and you will receive email confirmation to your email address of [redacted] We made a mistake and simply lost the refund requestWe're very sorry and we hope that our prompt response to this matter shows that we take customer service very seriouslyThanks
Initial Business Response /* (1000, 6, 2015/10/20) */
We are not continually harassing this customerA few texts were sent out to our customers who were behind on their accounts but that was it
It is certainly unfair to say that we have been continually harassing her as that's simply not the
case
Customer will not receive any further communication from us
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.
Sincerely,
[redacted]
We have processed a full refund back to the customer. There was a delay due to the fact we had trouble verifying if the property management company was legitimate and truly in the business of managing properties. Per our money back guarantee because we could not process the account we did issue a...
full refund to the customer.
Our records indicate that this was a circumstance where an individual tried to fraud our system. This consumer was not using his own Social Security Number but was attempting to build credit under his own name but with a different Social. This is fraud and is not something we can process.If the...
customer had simply provided us with accurate information there would have been no issues with the account.
Hello, We're very sorry for the delay in processing the refund. The refund for both charges has been refunded and you will receive email confirmation to your email address of [redacted]We made a mistake and simply lost the refund request. We're very sorry and we hope that...
our prompt response to this matter shows that we take customer service very seriously. Thanks
Rental Kharma does offer a money back guarantee. Unfortunately there was some miscommunication between staff on this account that did lead to a delay in the refund being processed. Before we could process the refund the payment has disputed. Please drop the dispute and we will gladly refund the full...
money back to the customer. We're very sorry for the delay in processing the refund but we are committed to providing complete satisfaction for our product and are happy to process a full refund to the customer once the dispute is dropped and we are able to actually process the refund.
I was trying to work with customer to achieve a resolution. However after we had identified resolution which was to verify directly with London Apartment customer immediately asked for a refund.This was rather odd given that the whole purpose of the call from the customer that day had been to work...
through problems with their account. The initial account showed that the customer was renting from his own business - we knew it was his business due to his linkedin account - as permitted under our Terms of Service we conduct extensive investigations to ensure an account is accurate and the data is valid.We still want to work with customer to get this taken care of - however it began to look like the customer wanted us to verify with a company that was not truly their management company. Google maps shows clearly that the London Apartments is the manager for the property and it doesn't make sense why the customer didn't want us to verify with London.The tone of the conversation was due to the fact that there have been many fraudulent cases that were constructed in this manner. It's not our intent to take that tone with customers but when a valid resolution is found, in a case that initially appeared to have faulty information, and then the customer immediately asks for a refund it is a pattern that we typically see with fraud and that was what led to an escalation in tone.I'm sure that this is a valid account and we would simply like to proceed forward with verifying with London Apartment and ensure that this can be done in the compliant, legal way. Thank you