Rudolph Incorporated

Complaint: [redacted] I am rejecting this response because: It doesn't matter if I make my payments on the day it is due or notIf a payment is made, I should not have to be dealing with this type of inconvenience when I am getting stuck at 9pm at night in an empty parking lot at the Bart stationI have contacted multiple people asking for some kind of assistance to help adjust my pay days so I am able to make my payments on timeIt's ridiculous that the only option I have been given is to make a double paymentI'm still having a hard time understanding as to why there can't be any assistance given.Sincerely, [redacted]

1. We don’t have a system to change the due dateOne of the issues around changing the due date is that we would have to change the contract which has already been executed 2. We do not have the ability to change our hoursOur hours of operation are from 8:AM to 6:PMTo change our hours we would have to add more staff and management 3. Due to the customer’s poor payment history, as of 10/17/2016, the customer has been late times since 4/29/and out of these late dates have been more than days past dueAnd days past due puts the vehicle in a serious default situationDue to this we cannot remove the PassTime device 4. Reviewing the customer’s account ledger the customer has not gone beyond days past dueOur suggestion would be to extend the PassTime turn off from days pass due to days past dueThis would give the customer more days to pay their commitment prior to having the car shut offThis is not a simple turn the switch operation and both parties will need to work together to get this done a. We would assign the customer’s account to an account representative and to a supervisor for the department b. The customer’s duty would be to contact the account representative or the supervisor when the customer has made a payment so that the lead or the supervisor can reset the PassTime device with its’ custom dateThe customer still has to understand that this communication needs to be done Monday through Friday 8:AM to 5:PM, not including holidays, as these are the working hours of the two people that this account will be assigned toThe customer can call or email their contacts at Rudolph IncWhen emailing the communication needs to be addressed to both contacts as one may not be in the office on that day 5. Important Reminders: Late payments will still be assessed when the customer is past due and interest keeps accumulating when the payment is past due This solution has not been done before so there will be issues that may come upIf the customer is in doubt they should contact their account representative’sAnd as a bathe account representative will be calling the customer to find out when the payment is going to be made If this looks like a plan we will need the customer’s email address and confirm the best number for us to contact the customerAnd at this time we will give you the names and contact information of the employees that will handle the customer’s account

The customer has a Retail Installment Sales Contract with our company When the customer signed the contract for the vehicle, the customer also signed a Disclosure Statement and Agreement to have a PassTime GPS/Starter interrupter installed into their vehicle as a condition of the contractPlease see the attached disclosure included as the conditions of the contract will be referred to in the remainder of this communication Each of the statements below are summaries of information pulled from the disclosure and to get the exact wording please refer to the disclosure and the section that is outlinedThis disclosure has been attached 1.? ? ? ? ? ? The customer signed that this agreement was a condition in purchasing the vehicleSection one of the disclosure 2.? ? ? ? ? ? The customer signed that they received operating instructions and was informed about the use of two emergency codesSection of the disclosure 3.? ? ? ? ? ? The customer signed that they understood that if payment was not received by the assignee (Rudolph Inc.) days after the due date the vehicle will not startSection of the disclosure 4.? ? ? ? ? ? The customer understood and signed that the PassTime device is a GPS unit, working through wireless networks, and that in certain areas the remote wireless entry codes may not workUnder this section it is outline how to deal with this issue by calling an numberSection of the disclosure Resolution: The customer would be much better if they made their payment on the due date or prior to the 15th day past the due dateBy paying on the due date or paying prior to the car being disabled the customer will save monies on late fees and will be inconvenienced less by the vehicle being disabled due to non-payment? We would gladly help arrange with the customer to have a new device installed into the vehicle which maybe more receptive in remote locations

The customer has a Retail Installment Sales Contract with our company
When the customer signed the contract for the vehicle, the customer also signed a Disclosure Statement and Agreement to have a PassTime GPS/Starter interrupter installed into their vehicle as a condition of the contractPlease
see the attached disclosure included as the conditions of the contract will be referred to in the remainder of this communication
Each of the statements below are summaries of information pulled from the disclosure and to get the exact wording please refer to the disclosure and the section that is outlinedThis disclosure has been attached
1. The customer signed that this agreement was a condition in purchasing the vehicleSection one of the disclosure
2. The customer signed that they received operating instructions and was informed about the use of two emergency codesSection of the disclosure
3. The customer signed that they understood that if payment was not received by the assignee (Rudolph Inc.) days after the due date the vehicle will not startSection of the disclosure
4. The customer understood and signed that the PassTime device is a GPS unit, working through wireless networks, and that in certain areas the remote wireless entry codes may not workUnder this section it is outline how to deal with this issue by calling an numberSection of the disclosure
Resolution: The customer would be much better if they made their payment on the due date or prior to the 15th day past the due dateBy paying on the due date or paying prior to the car being disabled the customer will save monies on late fees and will be inconvenienced less by the vehicle being disabled due to non-payment We would gladly help arrange with the customer to have a new device installed into the vehicle which maybe more receptive in remote locations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Sincerely, *** ***

There was a settlement agreement made with ***, please see the attached settlement letter
With regards to Rudolph charging *** an additional amount there must be a miscommunication We do not charge an extra fee of $per day on top of the late feesThe closest item that would
have been discussed would be the $Per Diem of interest, if you broke out contracted interest per dayThis number is changed each time monies are applied to the principleI believe that this is where the communication broke downThis interest is part of the sales contract and is not a separate chargeThis is explained on the back of the sales contract, please see attached
Late Charges: Prior to settling the issues with Rudolph and the dealer there were four late charges assessed to the accountEach of these four charges were reversed when we credited the account with the settlement, 12/09/credit amount -We do not add interest to late charges
There have been additional late fees since the settlement and again we do not charge interest on the late chargesOn the sales contract attached I have marked how late charges are applied
The best person in our office to explain and review her account is our Office Manager *** *** can call *** for her to help review the account, *** *** ***
Account ledger was faxed to 916-631-on 6/08/
Please see attached documents: Account Ledger, front upper portion of sales contract, back upper portion of sales contract, and the settlement agreement letter with ***

We have reviewed *** ***’ account and have found that she was having issues with us as we will not change the terms of the contract that she signed for her vehicleShe also filed a complaint on 10/17/ID Number *** for another issues which she stopped responding and the Revdex.com
dropped the claimIn an attempt to resolve the issue we mailed the same offer to *** without a response back from her
In looking to the past we would like *** to call our Collections Manager, ***, directly so that we can work something out with herIf communicating directly on this is not an option we can come up with a few solutions on our own and present them to *** and the Revdex.comBut, I feel this can be resolve quicker by direct communication
*** *** *** ***

There was a settlement agreement made with ***, please see the attached settlement letter
With regards to Rudolph charging *** an additional amount there must be a miscommunication We do not charge an extra fee of $per day on top of the late feesThe closest item that would
have been discussed would be the $Per Diem of interest, if you broke out contracted interest per dayThis number is changed each time monies are applied to the principleI believe that this is where the communication broke downThis interest is part of the sales contract and is not a separate chargeThis is explained on the back of the sales contract, please see attached
Late Charges: Prior to settling the issues with Rudolph and the dealer there were four late charges assessed to the accountEach of these four charges were reversed when we credited the account with the settlement, 12/09/credit amount -We do not add interest to late charges
There have been additional late fees since the settlement and again we do not charge interest on the late chargesOn the sales contract attached I have marked how late charges are applied
The best person in our office to explain and review her account is our Office Manager *** *** can call *** for her to help review the account, *** *** ***
Account ledger was faxed to 916-631-on 6/08/
Please see attached documents: Account Ledger, front upper portion of sales contract, back upper portion of sales contract, and the settlement agreement letter with ***

We have reviewed *** ***’ account and have found that she was having issues with us as we will not change the terms of the contract that she signed for her vehicleShe also filed a complaint on 10/17/ID Number *** for another issues which she stopped responding and the Revdex.com
dropped the claimIn an attempt to resolve the issue we mailed the same offer to *** without a response back from her
In looking to the past we would like *** to call our Collections Manager, ***, directly so that we can work something out with herIf communicating directly on this is not an option we can come up with a few solutions on our own and present them to *** and the Revdex.comBut, I feel this can be resolve quicker by direct communication
*** *** *** ***

1. We don’t have a system to change the due dateOne of the issues around changing the due date is that we would have to change the contract which has already been executed
2. We do not have the ability to change our hoursOur hours of operation are from 8:AM to 6:PMTo change our hours we would have to add more staff and management
3. Due to the customer’s poor payment history, as of 10/17/2016, the customer has been late times since 4/29/and out of these late dates have been more than days past dueAnd days past due puts the vehicle in a serious default situationDue to this we cannot remove the PassTime device
4. Reviewing the customer’s account ledger the customer has not gone beyond days past dueOur suggestion would be to extend the PassTime turn off from days pass due to days past dueThis would give the customer more days to pay their commitment prior to having the car shut offThis is not a simple turn the switch operation and both parties will need to work together to get this done
a. We would assign the customer’s account to an account representative and to a supervisor for the department
b. The customer’s duty would be to contact the account representative or the supervisor when the customer has made a payment so that the lead or the supervisor can reset the PassTime device with its’ custom dateThe customer still has to understand that this communication needs to be done Monday through Friday 8:AM to 5:PM, not including holidays, as these are the working hours of the two people that this account will be assigned toThe customer can call or email their contacts at Rudolph IncWhen emailing the communication needs to be addressed to both contacts as one may not be in the office on that day
5. Important Reminders: Late payments will still be assessed when the customer is past due and interest keeps accumulating when the payment is past due
This solution has not been done before so there will be issues that may come upIf the customer is in doubt they should contact their account representative’sAnd as a bathe account representative will be calling the customer to find out when the payment is going to be made
If this looks like a plan we will need the customer’s email address and confirm the best number for us to contact the customerAnd at this time we will give you the names and contact information of the employees that will handle the customer’s account

Complaint: ***I am rejecting this response because: It doesn't matter if I make my payments on the day it is due or notIf a payment is made, I should not have to be dealing with this type of inconvenience when I am getting stuck at 9pm at night in an empty parking lot at the Bart stationI have contacted multiple people asking for some kind of assistance to help adjust my pay days so I am able to make my payments on timeIt's ridiculous that the only option I have been given is to make a double paymentI'm still having a hard time understanding as to why there can't be any assistance given.Sincerely,*** ***

Complaint: ***I am rejecting this response because: It doesn't matter if I make my payments on the day it is due or notIf a payment is made, I should not have to be dealing with this type of inconvenience when I am getting stuck at 9pm at night in an empty parking lot at the Bart stationI have contacted multiple people asking for some kind of assistance to help adjust my pay days so I am able to make my payments on timeIt's ridiculous that the only option I have been given is to make a double paymentI'm still having a hard time understanding as to why there can't be any assistance given.Sincerely,*** ***

1.? ? ? ? ? ? We don’t have a system to change the due dateOne of the issues around changing the due date is that we would have to change the contract which has already been executed
2.? ? ? ? ? ? We do not have the ability to change our hoursOur hours of operation are from 8:AM to 6:PMTo change our hours we would have to add more staff and management
3.? ? ? ? ? ? Due to the customer’s poor payment history, as of 10/17/2016, the customer has been late times since 4/29/and out of these late dates have been more than days past dueAnd days past due puts the vehicle in a serious default situationDue to this we cannot remove the PassTime device
4.? ? ? ? ? ? Reviewing the customer’s account ledger the customer has not gone beyond days past dueOur suggestion would be to extend the PassTime turn off from days pass due to days past dueThis would give the customer more days to pay their commitment prior to having the car shut offThis is not a simple turn the switch operation and both parties will need to work together to get this done
a.? ? ? ? ? ? We would assign the customer’s account to an account representative and to a supervisor for the department
b.? ? ? ? ? The customer’s duty would be to contact the account representative or the supervisor when the customer has made a payment so that the lead or the supervisor can reset the PassTime device with its’ custom dateThe customer still has to understand that this communication needs to be done Monday through Friday 8:AM to 5:PM, not including holidays, as these are the working hours of the two people that this account will be assigned toThe customer can call or email their contacts at Rudolph IncWhen emailing the communication needs to be addressed to both contacts as one may not be in the office on that day
5.? ? ? ? ? ? Important Reminders: Late payments will still be assessed when the customer is past due and interest keeps accumulating when the payment is past due
This solution has not been done before so there will be issues that may come upIf the customer is in doubt they should contact their account representative’sAnd as a bathe account representative will be calling the customer to find out when the payment is going to be made
If this looks like a plan we will need the customer’s email address and confirm the best number for us to contact the customerAnd at this time we will give you the names and contact information of the employees that will handle the customer’s account

The customer has a Retail Installment Sales Contract with our company
When the customer signed the contract for the vehicle, the customer also signed a Disclosure Statement and Agreement to have a PassTime GPS/Starter interrupter installed into their vehicle as a condition of the contractPlease
see the attached disclosure included as the conditions of the contract will be referred to in the remainder of this communication
Each of the statements below are summaries of information pulled from the disclosure and to get the exact wording please refer to the disclosure and the section that is outlinedThis disclosure has been attached
1.? ? ? ? ? ? The customer signed that this agreement was a condition in purchasing the vehicleSection one of the disclosure
2.? ? ? ? ? ? The customer signed that they received operating instructions and was informed about the use of two emergency codesSection of the disclosure
3.? ? ? ? ? ? The customer signed that they understood that if payment was not received by the assignee (Rudolph Inc.) days after the due date the vehicle will not startSection of the disclosure
4.? ? ? ? ? ? The customer understood and signed that the PassTime device is a GPS unit, working through wireless networks, and that in certain areas the remote wireless entry codes may not workUnder this section it is outline how to deal with this issue by calling an numberSection of the disclosure
Resolution: The customer would be much better if they made their payment on the due date or prior to the 15th day past the due dateBy paying on the due date or paying prior to the car being disabled the customer will save monies on late fees and will be inconvenienced less by the vehicle being disabled due to non-payment? We would gladly help arrange with the customer to have a new device installed into the vehicle which maybe more receptive in remote locations

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]