Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been trying to contact property manager since last month. The associate isnt any better. When I called the business, it is like they are doing me a favor by answering the phone. I never have seen anyone walking through the property and there is illegal dumping that was what prompted me to call in addition to the people who cut the grass just blow it into the carports.

  

  Business Response

  Date: 11/19/2024

  Hello, 

  I have been informed that our property manager, *****, did speak with this owner and the issue is being handled.  The cleaning company has been notified and will be cleaning it up.  Further, we informed the landlort about the complaint re: the leaves and they will be addressing the issue with their tenant.  We are sorry for the inconvenience.  

   

  Sincerely, 

  ****** Sugarman 

  Customer Answer

  Date: 12/05/2024

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

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The management company refused to stand by the bylaws. My next-door neighbor lets the dog out at all hours in the morning. I have video of the incident because they say it never happens, but I have proof. It is a nuisance to have the dog out all hours of the night barking when this neighbor decides to let the dog out to go to the bathroom and his backyard. The dog runs between the two houses barks and wakes me up. I have been complaining about this for over a year. They refused to do anything they used to be lawyers involved between the Neighbor and I there are no more lawyers involved. They did not want to get involved, though this was not part of our legal problems. It is not fair that I have to be awake and all hours of the night because benchmark does not want to get involved between Neighbor and I with the lawyer information .

  

  Business Response

  Date: 08/27/2024

  Hello, 

  Please be advised that a letter did recently go out to the offending owner advising her of the problem and that it must stop immediately.  Please allow time for this issue to be resolved because the Association did take action.  Benchmark cannot make decisions as to enforcement as that is up to the Board and does not control what action the Board takes on this issue.  

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Condo had Benchmark as our management company, and we discontinued using them.My maintenance fee, and assessment fees where paid by my bank thru automatic payments each month.My bank paid July payments, but the association had dismissed Benchmark in June of which I was not informed of.So the payments were made, I called on August 4 2024 to asked what happened to my payments.They claimed they sent it to the ***************** that now manages the condos The following week I got a check from Benchmark for the July maintenance payment, but not the assessment payment. I called 5 times and they keep telling me it was sent to the association, but they don't have it.I asked for proof that they sent it, but told me I had to check with bookkeeping, I asked for the numbed and they didn't know. They said they have no bookkeeping????They only let you talk to ***************** who is useless!!

  

  Business Response

  Date: 08/22/2024

  We have not managed Somerset since the end of February 2024 and Benchmark is not responsible for informing owners as to new management and/or payment method.  We are not sure why you would still be sending checks to ******** at our address after this many months since we parted ways.

  We apologize for the inconvenience but please make sure that you have updated the mailing address for your payments with your bank.  Please be advised that we do not have access to Somerset's records or bank accounts and cannot deposit checks (your check was not cashed by my company and no refund is required).  If your check arrives in our office, it will be returned to the address on the check just like the last one.  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Benchmark Property Management,Inc is contracted by my HOA (************** at ********. I noticed Two roof leaks, that have caused interior damage to my property. After several emails to the property manager that manages my property no repairs have been made, all of my attempts to resolve this issues have been futile. For over one month now, I noticed a similar complaint from someone else in my community with the same issue. As the rain continues so does the damage to my property. THIS GOES BEYOND ALL COMMON DECENCY

  

  Business Response

  Date: 08/21/2024

  Hello,  

  After briefly researching this issue, it is my understanding that the repairs were completed.  Also, can you confirm that you have been in touch with our property manager, ************************* as she has email correspondence with you. 

   Can you please confirm and provide more information as to the status of this issue.  

  Thank you, 
  ***********************

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22164037
  
  I am rejecting this response because:
  This company has now made a false response to the BBB, IT HAS NOW BEEN 42 since reporting this issue to BunchMark. TO DATE NOR REPAIRS HAVE BEEN MADE, AND THE DAMAGE TO MY PROPERTY CONTINUES TO WORSEN. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/04/2024

  There are several units undergoing work and I have been assured that your unit is one of them.  Please confirm same or contact your property manager, ************************* who says she has been in contact with you for some time about this repair.  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22164037
  
  I am rejecting this response because: Pending Litigation 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for several days to get access to the roof of my condo so that my vendor can repair the *** I emailed the ** company over the weekend once I confirmed that the vendor had the part. I have been contacting ****** on Monday, Tuesday, and now its Wednesday. She has not responded and I have a tenant that is still without Air conditioning. I keep leaving messages and speaking to customer service and they either send me back to her voicemail or they tell me she will email me. I have yet to receive a response and its now close to noon so the vendor likely will not go today either. The response of this association is so poor. They wont provide me with her cellphone number and only her email. *** emailed her personally and there still has been no response. I am asking for help in this matter as I have a tenant that has been in the heat without air conditioning for over a week now.

  

  Business Response

  Date: 05/21/2024

  Hello, 

  This is the first time I received correspondence about this issue.   Please be advised that Benchmark terminated the management agreement with this Association as of February 29, 2024.  This means that at the time of this complaint (and the events leading up to same) Benchmark was no longer the management company.  ******, or any other member of my staff, could respond as we have not managed the Association in months.  *************** should have notified all of the owners that there is a new company and that is the company that could help this owner.  Thank you.  

  

  Business Response

  Date: 05/21/2024

  I am having ***** contact this owner immediately.  I just realized that this is Sands Point IV.  Not Sands Point I.  

  My apologies.  We are on it...

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The property management firm's -incompetent or intentional book keeping and shady practice of applying late fees to accounts prior to the actual late fee date has resulted in my inability to place my hat in the bid for a seat on the condominium's board. All association fees and special assessments payment at due by the 1st of each month and no later than the 10th after which a late fee is applicable. All my payments have been made on the 1st of each month with the management company receiving same on the 2nd but no later than the 5th of each month depending on if the 1st was a weekend or holiday. At the start of 2023 my association account balance had a credit of $29.00. On June 13 2023 a $25 late fee was applied to account. It was subsequently removed on 6/20/2023 with $25 credit being applied. On 7/11/2023 a $25 late fee was once again applied to the account despite payment being received on 07/05/2023 (payment was made on benchmark's portal on 7/1/2023 but was not posted until 7/5/2023) a date prior to the 10th of the month. This was not removed but applied to the $29 credit that was on the account at the beginning of the year, therefore leaving a credit of $4 on the account. On 11/14/2023 another $25 was imposed on the account bringing the balance to $21 this was imposed after payment was made on 11/01/2023 and posted per their ledger on 11/2/2023 again well in advance of the 10th of the month when payments are considered late and attract a late fee. On 12/12/2023 another $25 was imposed on the account for a new outstanding balance of $46.00. Upon until 11/14/2023 there would have been no need to present an invoice as there was no balance prior to 11/14/2023, nevertheless benchmark did not provide a ledger or invoice seeking the outstanding funds. On 12/12/2023 when the balance grew, there still was not invoice or ledger from benchmark requesting the arrears be settled. On 01/17/2024 I submitted by written notice of candidacy, after reading the rules and noting accounts in arrears are invalid. Not applicable to me as to my knowledge and my statements I am paid in full and on-time each and every month. On 01/18/2024 I received a response from a benchmark representative acknowledging my notice of candidacy. On 2/20/2024 I received the official ballots to vote for the candidates and noticed my name was not present. Searched my emails to find an email dated 02/06/2024 stating candidate ineligible with a ledger detailing charges and their due dates and payments and their receipt dates and numerous late charges which are not valid. So not only has benchmark sabotaged my candidacy they also owe me $29 and they need to remove the $75 applied to my account. I have owned this condo since May 2020 and this is the third time they have applied late fees to my account erroneously. They seem to be in the habit of applying late fees prior to the late fee deadline date which does not show good faith practices. It is unfortunately too late to correct their mistake in terms of getting my name on the ballot. However I am making this complaint as i believe the fees were an intentional mistake to keep me off the ballot, as i was very vocal in out last budget meeting about the many various oversights, poor business decisions and mismanagement the current board along with benchmark property management, Inc. made. My name is also very unique and would standout on the ballot as a challenge to the current members who are running again this year and who have a long standing relationship with benchmark property management, Inc. I would therefore like to make a formal complaint made against benchmark property management **** for not operating in good faith, poor record keeping, nepotism and favoritism.

  

  Business Response

  Date: 02/27/2024

  We do understand the frustration of this owner and we have done what is required to remedy the situation.  There seemed to be a software issue with our system applying late fees.  It has since been resolved.  Once we learned of this error, we sent a corrective mailing out to the entire community informing them that there was an error and enclosed a new ballot which includes this owners name.  Legal counsel instructed us as to what to do to properly remedy the situation and we immediately took corrective action.  Benchmark absorbed all fees and costs associated with the error and the ledger has been fixed.  

  Benchmark has a been in business since 1987 and operates with the utmost integrity.  Any allegation that this owner makes which implies Benchmark left her off the ballot for nefarious purposes is vehemently denied.  

  Since corrective action has been taken, we believe this matter to be resolved.  We do apologize to this owner for the inconvenience and frustration she endured.  

   

  Customer Answer

  Date: 03/01/2024

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

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem with this property management and my *** (Pineapple Park at Woodmont) started in August of this year. I had a leak on my roof that caused damage to the inside of my home. I called and sent emails numerous times without any response from them. A few months went by and with the raining season, my place got worse. I was forced to hire an attorney in order for them to respond to me. After they received the letter from my attorney and additional phone calls and emails, the roof was repaired. Now the *** is sending me letters because according to them, I have a late fee that is getting higher every month. I have sent several emails and called Benchmark asking for someone to call me to explain the reason for the late fee. Of course, no one has responded to my request. I know that the *** and property management in ******* do what they want since they know that they do not have to respond to any government officials. I am writing to you to see if there is anything that you can do to assist me.Thank you

  

  Business Response

  Date: 12/26/2023

  I apologize for the inconvenience, and I wish to resolve this billing issue with you.  I have discussed this with our accounting department and *********************** is awaiting your phone call.  Please email her at ************************************ or call her at ***************************.  She can explain what happened with your late fees etc. 

  If for any reason you have trouble reaching ******* please contact: *********************************** and I can be of assistance. 

  Customer Answer

  Date: 01/05/2024

  I have reached out to Benchmark several times via telephone and email and no one has contacted me regarding my inquiry. But of course the late fee increases every month. How can I trust that this time they are going to respond to me. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21045943
  
  I have reached out to Benchmark several times via telephone and email and no one has contacted me regarding my inquiry. But of course the late fee increases every month. How can I trust that this time they are going to respond to me.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/05/2024

  If you would like for us to reach out to you please provide a good contact number and I will have our staff contact you.  I previously alerted *********************** that you would be contacting her to resolve this matter.  Please confirm whether you have done so or if you would like for her to call you instead.  Thank you.  

  Customer Answer

  Date: 01/08/2024

  Based on my previous phone calls and emails to Benchmark, it is obvious that I would like for someone to contact me regarding the continuing increasing late fees. Here is my contact information again:

  *****************************

  ************

  ************************

  Thank god for BBB

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21045943
  
  

  Based on my previous phone calls and emails to Benchmark, it is obvious that I would like for someone to contact me regarding the continuing increasing late fees. Here is my contact information again:

  *****************************

  ************

  ************************

  Thank god for BBB

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21045943
  
  Complaint: 21045943
  
  

  Based on my previous phone calls and emails to Benchmark, it is obvious that I would like for someone to contact me regarding the continuing increasing late fees. Here is my contact information again:

  *****************************

  ************

  ************************

  Thank god for BBB

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/31/2024

  It is my understanding that this issue has been resolved with my employee **************************  ****** has informed me that she has spoken with the complainant and the ledger for her account has been adjusted and rectified.   Please let me know if this is not the case.  Thank you. 

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Leaking when windy and raining began to occur in 2nd floor condo that company manages end of October 2022.-Began process of resolving issue in the beginning of November 2022.-Took over a month to have someone come out to address and nothing was done.-No testing conducted on the building to test for the location of the leak or if the leak was fixed-only guessing. When asked if it was still leaking-they said they didn't know because it hasn't rained. INSTEAD OF TESTING WITH A HOSE!-Another person came out in April 2023 and guessed it was a window from one of the above condos. Flyers were posted about a repair person coming to offer estimates and service to people in the building for their windows. I have no indication of what happened after.-Little to no communication, emails and phone calls go unanswered - to this day, issue hasn't been addressed properly.-Several trips to the office was useless, no one is ever there to talk to.-Company wanted $45 for a copy of the policy that we already pay for and we would have to pick it up. This seems to be taking advantage of disabled/elderly people who don't have the means/capacity to get there.-No attempts to repair sheet rock under popcorn on ceiling as there are cracks. The drywall in the corner of the room is also slightly peeling away. We were told inside repairs would be our responsibility but I wouldn't officially know because I don't have the policy to review.-Elderly person lives in this condo with several severe health conditions, high risk for illness and infections. Mold and mildew is a concern.-Last trip to office, another person complained of pipe bursting in a building where he owns a unit and water was leaking in for several days, destroying property. He received the same treatment-email and phone calls that were not responded to.THESE ARE PEOPLES HOMES! THEY DESERVE BETTER!

  

  Business Response

  Date: 07/18/2023

  We are sorry for the confusion and inconvenience suffered due to this leak.  It is our understanding that you have been contacted several times by our property manager and that the active leak has since been resolved.  We have had several contacts with the owner upstairs about his role in your leak and they have cooperated.  As far as the insurance policy, if you would please email ****** at *********************************, we would be happy to provide you a copy via email as the file is too large to attach here.  Our property manager has advised us that they have spoken with you recently and that this issue is resolved. 

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to sell my property and the new buyers are complete to purchase however we are having issues with the approval of the **** The buyers handed the documents to Benchmark Property management back on November 14th in which was told a document was missing so they returned after hours the following day and dropped it off in the drop box. The buyers realtor contacted every day to make sure everything is good to go and was given the ok to just wait for the approval. A week later the person handling the application/approval (***************************) contacted the buyers realtor to indicate a document was missing in which the document was not and they did have it. The buyers realtor even personally went to the office to speak with *************************** but was told she doesn't speak to people. After that point myself as well as the buyers realtor has contact to check the update and had heard nothing, either being told a document was still missing or that reaching out would not speed up the process. Then last week around December 8th were told that it was sent to the board. As of this week December 15th I reached out to the person that forwards emails to the board (*********************) to check the status if the board has received the documents and his response to me was it was sent earlier this week. So when I responded that we have been given the run around, his response was not so pleasant. We are now over the 30 days that this management requires in which nothing in the declaration indicates they have 30 days to respond. I've been moved out my home still paying the mortgage, association fee as well as utilities under the impression we would have closed December 6th, and the new buyers were expected to have moved in. I personally went to speak with a board member to explain everything and see if there was anything they can do, and was told by ******* (Vice President) that she can't do anything and I would have to go through management with this. We are getting close to the holidays and concerned they will not have a response until after in which this will definitely put us way over the 30 day *****

  

  Business Response

  Date: 01/09/2023

  We are so very sorry that you did not have a better experience in dealing with Benchmark.  It is my understanding that this issue has been resolved and that the sale has been approved and a certificate has been issued.  ******* and ***** have been employed with Benchmark for many years and they do pride themselves on handling our clients with great care.  I will be discussing this situation with each of them to make sure that any errors that *** have been made are not repeated in the future.  However, based on my research of this particular situation, it is the ***** of ********* that was responsible for the delay toward the end of this process.  Again, we apologize for any inconvenience this *** have caused. 

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Received 'notice of late assessment' for Montage by the lake HOA in August (ledger 7/31/22) with transaction reports that indicated late charges. I sent a rebuttal letter with proof of payments from my banking institution however, to date no response. HOA meeting held August 15th, 2022; property manager was task to investigate why payments sent in a timely manner are not being credited as such. My payments are sent on the 1st of each month by the bank (first class) with an expected delivery date that exceeds the cut off 15th deadline. On 10/7/22 I received for (ledger 9/29/22 ) another rounds with the same accusation. Again, I sent proof of payments. However, the only response I got from a ***************************** account receivable was "Good day, Please see a copy of the ledger attached", same ledger I received. The property manager then sent an email reply which states the board will not waive late fees. Not only are they not taking responsibility to correct their mistakes, but no one took the time to investigate the ledger because if they did, they would have acknowledge at least one error in the entry that states "lckbx pmt 8/12/22; late charge 8/16/22". This clearly shows intent to defraud. They implemented in 2021 that payments deliver via P.O box in ***** when their office is in *************, ******* but clearly did not deploy someone to collect mail daily and apply payments accordingly. Nevertheless, payments are conveniently deposited after the 15th, of each month. The **** contends that first class mail does not take 2 weeks for delivery. Sadly, this gross incompetence at best, negligence at worst continues. Unfortunately, this has been happening for the past 10yrs at least and multiple residents with the same complaint at one point in their residency. Please find attached ledger and banks proof of payments along with the association coupon.

  

  Business Response

  Date: 10/18/2022

  We do apologize that this owner has had trouble with our bookkeeping department but there have been several issues that we have attempted to clear up over the recent past and Ms. ***** is incorrect in her rendition of the facts.   Despite being provided a coupon book directly from the Bank with instructions on where to make payment, Ms. ***** continued to send her payments to Benchmark for the entirety of 2021.  You can see from the attached documents that the checks were mailed to Benchmark at the ******************** address rather than the address provided on the coupon which is the Association's chosen P.O. ******************************** never contended that she did not receive a book and she even provided a sample with her complaint.  Sending payments to the wrong location will substantially delay the posting of the payment.  When Benchmark receives a payment that is meant for the bank we mail it to the bank on behalf of the owner.  With the mail system being slow these days it take a long time to arrive at the bank and post.  This is also why the bank offers an opportunity for all owners to go on auto-debit - because automatic bill pay (as used by Ms. ****** still employs the USPS.  Ms. ***** was provided countless letters in 2021 advising her on where to send her payments to no avail.  Ms. ***** finally changed the mailing address for payments in December, 2021 as evidenced by the enclosed cancelled checks. 

  Please be advised that the ***** of ********* was advised of this situation in December, 2021 and issued a waiver of late fees in the amount of $160.00 as Ms. ***** intended to pay on time moving into 2022.  However, you can see from the attached ledger that several payments including April and September were deposited after the late date.  Again, the mail system is very unpredictable.  We have provided the ***** of ********* with this information and they will not waive the late fees. 

  We deny all allegations of wrongdoing and ask that Ms. ***** be more careful when using language such as "intent to defraud".  When the check goes from her bank to the ******************** Benchmark does not touch it at all.  ******** provides a file daily that is downloaded into our system with any and all payments that were made.  ******** deposits checks daily but I have attached an email from the bank with regards to how payments are handled. 

  Thank you,
  ***********************

   

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18204340
  
  I am rejecting this response because:  That account is inaccurate.  I have been a resident of ******************* since inception 1994.  Unfortunately, this is not the first time I have had an issue with benchmark regarding late payments hence, the decision to have my bank allocate payments inorder to have documentation of transactions.  While deployed as a medical provider on the front lines in another state during the pandemic 2020-2021 I was unaware of the changes that were made for payments to be sent to *****.  Nonetheless, they were still taking my payments in ***** springs without notification of location changes.  Upon my return home I was told by an associate that the payments were arriving on time in ************* but then had to be sent to ***** for processing hence, the late charges.  Thus, sending my payment to the last known location was not intentional. Its ironic that the prior incidents that payments that were received on time still had late charges and each time I had to retrieve the cheques with the dates received and cleared so that late charges can be removed and each time I get the same excuse "I am sorry there must have been a mix up of the mails".  Hence, the exasperation.  I work hard like most people I am no exception however, when I pay my bills on time it should be credited as such.  My records will show that when l send my payment late I own it and add the late fees accordingly.   By the way the coupon is 2022 as noted.
  
  Sincerely,
  
  ******************