Most Common Dispos by Month
(A series of unfortunate events)
(A series of unfortunate events)
Uncharged and uncollected pet deposits
What is July?
Customer: Your IDV process caused me to miss the ACH window. I want the credit card fee waived
Procedure: Do not accommodate. We warned that the IDV process could cause a delay.
Absolutely! When is your pay day?
Can you move my next blue payment out? I just got a new job.
There should be a button somewhere for you to tap. Try looking at the bottom of the screen or try going back a screen.
What is the typical CS response when a customer wants to know how to progress through our app? (We are sight impaired)
Just ignore that. It doesn’t impact anything. We will fix it later.
Why are you showing 1020 Jennings as my apartment address? I live on Barge Lane.
ACH traffic was blocked without alerts for two weeks, throwing Blue payments into chaos.
What is March?
Customer: I set up a bank transfer last night but it hasn't settled yet. I want to use the credit card feature now so I can move in today.
Procedure: Do not accommodate. The bank transfer cannot be reversed without a lot of back office effort.
We mailed it on August 8 to the Winding Lane address. Do you want us to cancel it and mail a new one? What’s a better address?
Where is my refund check?
We will work on it. In the meantime, I created your password for you. Please use it and then quickly change it.” (Don’t mention they will never see notifications from us.)
Can you fix the typo in my email address?
Jill’s personal cell phone, sometimes through our TFN, other times directly.
How do most of our customer service phone calls get routed?
Remediation of uncollected subscription fees
What is June or July? Both are correct
Customer: I jut got approved to move in tomorrow, but I don't want to pay the $30 credit card fee you are forcing on me.
Procedure: Do not accommodate. This is a cost of a last minute move-in.
Unfortunately our support hours are only M-F 7 -5pm PST and your issue also required the assistance from our tech team in order to resolve.
Why didn’t you respond to my Friday night email until Monday?
Agent: I only just learned that we can’t collect a payment if another payment was made earlier in the week.
Customer: Why did you not collect the remaining principal on Friday like you said you would?
Well, since you wrote in, I have to respond. We need to continue sending operational emails but will unsubscribe you from marketing.
WHY DO YOU KEEP EMAILING ME WHEN I SAID TO STOP?????
I'm stuck in IDV!
What is April, before Verne's improvements were released
Procedure: Direct them to send the first and signature page of the lease to Sila. Sila won't let Roost validate the address on behalf of the customer.
Our tech team is looking into this for you and I will be in touch as soon as we get some answers.
When is this issue going to be fixed?? I need help ASAP!
Our app only lets each resident make exactly one deposit payment. I’ll create a ticket for our tech team. [since solved]
Our app only lets each resident make exactly one deposit payment. I’ll create a ticket for our tech team. [since solved] Alt: pet deposit
11.2 hours
What is the average wait time in calendar hours for a customer email to get fully resolved?
Palomar lease addendums
What is March, after Sander imported the restricted leases?
Customer: I’ve been waiting for my refund check for six weeks. Now I want an ACH refund instead.
Procedure Do not accommodate. Our system thinks she’s already been paid by Chase. It will take too much time to unwind and re-initiate a transfer. Cancel and reissue the check instead.
Sure! Fill out and have all roommates sign this change order, get your property manager to sign it and send it to me. I’ll then send you a notification to pay. Hurry, though! You need to initiate the bank transaction at least three days before move-in to use our free ACH channel.
Can I pay the whole deposit for my three sisters?
Our contract with the property is to send one check made out to all parties.
Our bank won’t accept the refund check made out to three people unless we all appear in the branch together. We live hours apart (guarantor and daughter + boyfriend at college 4 states away). Can’t you just send separate checks? I’ll pay for the extra checks.
100%
What was Roost's customer success team's satisfaction score for August 2022?