ComplaintsforWeichert Realtors SPM

• Initial Complaint

  07/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Covid SPM office hours are 10 am- 4pm. During those hours most of the tenants are at work like myself and by the time we get off they are closed. They are also closed on Saturdays. I work 7am- 4pm so it's impossible to take my rent to the office. If I get a money order and mail it and it's not there by the 6th its late even if its time stamped for the 1sr. If I pay it online on the 1st of the month and it doesn't post to the account by the 6th it's late, even if they give you a receipt showing that you paid on the first. This is very frustrating because they make it almost impossible for people to pay their rent. If they stayed open until at least 5 a lot of people would be able to come by but we can't and we have no control over when it posts online or mail delivery. When you try to speak with them they aren't understanding and demand late fee money. This isn't right we should be able drop it off on Saturday or ext. hours especially since they have no drop box!! Thanks

  Business response

  07/26/2021

  Business Response /* (1000, 5, 2021/07/08) */ The tenant chose to use an online payment company we allow to process payments. She posted her payment on 7/1/21 we did NOT receive it until after 9am in our account until 7/7/21. She was late with her rent and we added (as we do with every tenant late) a late fee charge of 10%. The rent policy is on the tenant agreement she signed. Our software sends out rent reminders and when their account has a balance they get an email alert that they still have a balance. The ledger she submitted to you is correct. She owes $70.00 (per her tenant agreement) and as of last night she has posted that payment online with Zego and when we actually receive it will apply it to her account. We do see when payments are processing but can not post them as received until we receive them because not all payments actually post to our account and are rescinded for many reasons. We have emailed her a copy of the report we received from Zego showing we received her payment after 9am on 7/7/21. I will attach it. Where it got sticky was she emailed this to my software yesterday. See attached. She kept myself and staff answering questions and responding to accusations all day yesterday. We did not report anything to a credit bureau and we are very fair with our tenants and treat everyone the same. She just simply made a mistake and did not take into account the weekend and bank holiday this month. Zego works bank hours and it can take 2 to 4 business days to process. As far as making it easy to pay we provide a full staff and open office of all licensed Realtors with the exception of 1 employee who handles admin work. 10am to 4pm. They can come to the office or mail their rent to the office PO Box or use Zego. We do not have a drop box because there have been many drop box thefts with property mangers drop boxes and we spoke to Bartlett Police and they advised us not to provide a drop box. I would like to add during covid we only sent our staff home for 2 weeks and notified the tenants in advance that we would be closed. I will attach the report we sent her and her complaint she sent to the office disappointed me. Clear defamation of character.I do hope she just had a bad day. Please let me know if further documentation is needed.

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