When the resident renewed their lease for July 1, 2015, they signed the Lease Indemnification Addendum which states the property’s policy that all residents are required to provide a copy of their qualified renters insurance by creating an account on residentindemnity.com and uploading their policy or be enrolled in the Resident Indemnity Management program which is an $8/month chargeThe Resident Indemnity Management is not insuranceThe resident did not upload a policy to residentindemnity.com was kept in the Resident Indemnity Management program in order to keep the resident compliant with the property’s policy as stated above On June 26, we received a copy of the residents renters insurance through the mail, but our policy is to only accept certificates by email or uploaded directly to the websiteWe sent an email that day to the resident explaining in order to opt out of the Resident Indemnity Management program copy of an approved renters insurance certificated needs to be uploaded to residentindemnity.comThe email we sent provided a link to our website and our contact information if they had any questions On March 29, we received a call from the resident about the monthly charges on their account for the Resident Indemnity Management programWe explained that they was not eligible for a refund for past charges because of the reasons listed above but could opt out of the program and stop the charge by uploading proof of qualified renters insurance to our websiteWe sent an email with the link to our website and the requirements for the policy to be accepted Later in the day we received a document that was not formatted in a way we could read itWe requested that the resident email it to us as a PDF or Word file or upload it to their online accountWhen we received a document we could read later that afternoon, we let them know that the certificate was missing the requirement that we are listed as the additional interestThe requirement was explained again in the email and we let them know to talk to their insurance agent about adding it to their policyWe received a copy later that day with the required information and let the resident know the policy was approved The resident has been removed from the Resident Indemnity Management program and the charge has been stopped as of March 29th, when the resident submitted her approved renters insurance to residentindemnity.com
Complaint: ***
I am rejecting this response because: I did not receive this noticeif I had I could have simply notified my insurance company, and they would have immediately sent me the copy of my renter's insurance to downloadthe problem I have with the whole situation is that they could have simply made a phone call, and the situation could have been resolved. Instead, they just simply started adding the amount to my rent without so much as a notice of intent or anythingof course, they're going to claim that they tried to notify me!! why would I choose to ignore the notice and just let them charge me for renter's insurance that I already have thru my own insurance companyI think that it shows a lack of integrity on their part to refuse to give me my money backI work in customer service myself, and we always try to accommodate the customerI hope that $or so was worth their reputation. I know there is nothing else I can do about it but I appreciate your assistance anyhow. What has happened to compassion, and integrity? Anything to make a few extra dollars!!!!!
Sincerely,
*** ***
This resident resides at the Retreat at Stafford. The property has a policy that is clearly outlined in an addendum that is signed by each resident at move-in that states that every resident must upload an approved renter’s insurance policy to residentindemnity.com or be automatically enrolled in...
the default Resident Indemnity Management (RIM) program. The Resident Indemnity Management program releases the resident from their financial obligation to the property in the event a resident or guest causes smoke, water or fire damage. Enrollment in the RIM program is $9/month (the charge is prorated in the event of partial month enrollment).This resident’s approved 3rd party insurance policy expired on 11/20/17. When a 3rd party policy expires then the resident is required to upload a new policy in order to remain compliant. If a new policy is not uploaded prior to the expiration date then the $9/month RIM charge will begin immediately. On January 14, 2018, Resident Indemnity received an approved copy of the resident’s renewed renter’s insurance policy that met the requirements to opt out of the RIM program. The RIM charges should have been automatically stopped that day. Due to a processing error the charges were not stopped until February 5th, 2018. Resident Indemnity then credited the resident’s account for all RIM charges from 1/14/18 – 2/28/18 (as the resident had already paid for the month of February in entirety). The Retreat at Stafford’s policy, in conjunction with fair housing standards, does not allow credits for any RIM charges during which time the Resident did not have an approved renter’s insurance policy at residentindemnity.com. Due to Fair Housing policies, we cannot issue a credit in this case for the resident’s enrollment in the Resident Indemnity Management program from 11/20/17 - 1/14/18. The renter’s insurance policy had expired and was therefore not approved. Had an incident occurred resulting in a qualified claim between 11/20/17 – 1/14/18, the resident would have been released from their financial responsibility due to their enrollment in the RIM program. Conversely had the RIM coverage not been automatically started then the resident would have been held personally liable for any associated damages. Should the resident have any additional questions or concerns please have them contact me directly. Hannah H[redacted] Resident Indemnity Management Manager HH[redacted]@ResidentIndemnity.com 855-350-1094
When the resident renewed their lease for July 1, 2015, they
signed the Lease Indemnification Addendum which states the property’s policy
that all residents are required to provide a copy of their qualified renters
insurance by creating an account on residentindemnity.com and uploading...
their
policy or be enrolled in the Resident Indemnity Management program which is an
$8/month charge. The Resident Indemnity Management is not insurance. The
resident did not upload a policy to residentindemnity.com was kept in the
Resident Indemnity Management program in order to keep the resident compliant
with the property’s policy as stated above.
On June 26, 2015 we received a copy of the residents renters
insurance through the mail, but our policy is to only accept certificates by
email or uploaded directly to the website. We sent an email that day to the
resident explaining in order to opt out of the Resident Indemnity Management
program copy of an approved renters insurance certificated needs to be uploaded
to residentindemnity.com. The email we sent provided a link to our website and
our contact information if they had any questions.
On March 29, 2016 we received a call from the resident about
the monthly charges on their account for the Resident Indemnity Management
program. We explained that they was not eligible for a refund for past charges
because of the reasons listed above but could opt out of the program and
stop the charge by uploading proof of qualified renters insurance to our
website. We sent an email with the link to our website and the requirements for
the policy to be accepted.
Later in the day we received a document that was not
formatted in a way we could read it. We requested that the resident email it to
us as a PDF or Word file or upload it to their online account. When we received
a document we could read later that afternoon, we let them know that the
certificate was missing the requirement that we are listed as the additional
interest. The requirement was explained again in the email and we let them know
to talk to their insurance agent about adding it to their policy. We received a
copy later that day with the required information and let the resident know the
policy was approved.
The resident has been removed from the Resident Indemnity
Management program and the charge has been stopped as of March 29th,
2016 when the resident submitted her approved renters insurance to
residentindemnity.com.
When the resident renewed their lease for July 1, 2015, they signed the Lease Indemnification Addendum which states the property’s policy that all residents are required to provide a copy of their qualified renters insurance by creating an account on residentindemnity.com and uploading their policy or be enrolled in the Resident Indemnity Management program which is an $8/month chargeThe Resident Indemnity Management is not insuranceThe resident did not upload a policy to residentindemnity.com was kept in the Resident Indemnity Management program in order to keep the resident compliant with the property’s policy as stated above On June 26, we received a copy of the residents renters insurance through the mail, but our policy is to only accept certificates by email or uploaded directly to the websiteWe sent an email that day to the resident explaining in order to opt out of the Resident Indemnity Management program copy of an approved renters insurance certificated needs to be uploaded to residentindemnity.comThe email we sent provided a link to our website and our contact information if they had any questions On March 29, we received a call from the resident about the monthly charges on their account for the Resident Indemnity Management programWe explained that they was not eligible for a refund for past charges because of the reasons listed above but could opt out of the program and stop the charge by uploading proof of qualified renters insurance to our websiteWe sent an email with the link to our website and the requirements for the policy to be accepted Later in the day we received a document that was not formatted in a way we could read itWe requested that the resident email it to us as a PDF or Word file or upload it to their online accountWhen we received a document we could read later that afternoon, we let them know that the certificate was missing the requirement that we are listed as the additional interestThe requirement was explained again in the email and we let them know to talk to their insurance agent about adding it to their policyWe received a copy later that day with the required information and let the resident know the policy was approved The resident has been removed from the Resident Indemnity Management program and the charge has been stopped as of March 29th, when the resident submitted her approved renters insurance to residentindemnity.com
Complaint: ***
I am rejecting this response because: I did not receive this noticeif I had I could have simply notified my insurance company, and they would have immediately sent me the copy of my renter's insurance to downloadthe problem I have with the whole situation is that they could have simply made a phone call, and the situation could have been resolved. Instead, they just simply started adding the amount to my rent without so much as a notice of intent or anythingof course, they're going to claim that they tried to notify me!! why would I choose to ignore the notice and just let them charge me for renter's insurance that I already have thru my own insurance companyI think that it shows a lack of integrity on their part to refuse to give me my money backI work in customer service myself, and we always try to accommodate the customerI hope that $or so was worth their reputation. I know there is nothing else I can do about it but I appreciate your assistance anyhow. What has happened to compassion, and integrity? Anything to make a few extra dollars!!!!!
Sincerely,
*** ***
This resident resides at the Retreat at Stafford. The property has a policy that is clearly outlined in an addendum that is signed by each resident at move-in that states that every resident must upload an approved renter’s insurance policy to residentindemnity.com or be automatically enrolled in...
the default Resident Indemnity Management (RIM) program. The Resident Indemnity Management program releases the resident from their financial obligation to the property in the event a resident or guest causes smoke, water or fire damage. Enrollment in the RIM program is $9/month (the charge is prorated in the event of partial month enrollment).This resident’s approved 3rd party insurance policy expired on 11/20/17. When a 3rd party policy expires then the resident is required to upload a new policy in order to remain compliant. If a new policy is not uploaded prior to the expiration date then the $9/month RIM charge will begin immediately. On January 14, 2018, Resident Indemnity received an approved copy of the resident’s renewed renter’s insurance policy that met the requirements to opt out of the RIM program. The RIM charges should have been automatically stopped that day. Due to a processing error the charges were not stopped until February 5th, 2018. Resident Indemnity then credited the resident’s account for all RIM charges from 1/14/18 – 2/28/18 (as the resident had already paid for the month of February in entirety). The Retreat at Stafford’s policy, in conjunction with fair housing standards, does not allow credits for any RIM charges during which time the Resident did not have an approved renter’s insurance policy at residentindemnity.com. Due to Fair Housing policies, we cannot issue a credit in this case for the resident’s enrollment in the Resident Indemnity Management program from 11/20/17 - 1/14/18. The renter’s insurance policy had expired and was therefore not approved. Had an incident occurred resulting in a qualified claim between 11/20/17 – 1/14/18, the resident would have been released from their financial responsibility due to their enrollment in the RIM program. Conversely had the RIM coverage not been automatically started then the resident would have been held personally liable for any associated damages. Should the resident have any additional questions or concerns please have them contact me directly. Hannah H[redacted] Resident Indemnity Management Manager HH[redacted]@ResidentIndemnity.com 855-350-1094
When the resident renewed their lease for July 1, 2015, they
signed the Lease Indemnification Addendum which states the property’s policy
that all residents are required to provide a copy of their qualified renters
insurance by creating an account on residentindemnity.com and uploading...
their
policy or be enrolled in the Resident Indemnity Management program which is an
$8/month charge. The Resident Indemnity Management is not insurance. The
resident did not upload a policy to residentindemnity.com was kept in the
Resident Indemnity Management program in order to keep the resident compliant
with the property’s policy as stated above.
On June 26, 2015 we received a copy of the residents renters
insurance through the mail, but our policy is to only accept certificates by
email or uploaded directly to the website. We sent an email that day to the
resident explaining in order to opt out of the Resident Indemnity Management
program copy of an approved renters insurance certificated needs to be uploaded
to residentindemnity.com. The email we sent provided a link to our website and
our contact information if they had any questions.
On March 29, 2016 we received a call from the resident about
the monthly charges on their account for the Resident Indemnity Management
program. We explained that they was not eligible for a refund for past charges
because of the reasons listed above but could opt out of the program and
stop the charge by uploading proof of qualified renters insurance to our
website. We sent an email with the link to our website and the requirements for
the policy to be accepted.
Later in the day we received a document that was not
formatted in a way we could read it. We requested that the resident email it to
us as a PDF or Word file or upload it to their online account. When we received
a document we could read later that afternoon, we let them know that the
certificate was missing the requirement that we are listed as the additional
interest. The requirement was explained again in the email and we let them know
to talk to their insurance agent about adding it to their policy. We received a
copy later that day with the required information and let the resident know the
policy was approved.
The resident has been removed from the Resident Indemnity
Management program and the charge has been stopped as of March 29th,
2016 when the resident submitted her approved renters insurance to
residentindemnity.com.