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Tenant Phone Call Entry

Home Tenant Phone Call Entry

Existing Tenant

Phone

Thanks for calling AMOSO Properties, a MetaPM company, How can I help you today?

First - What is your Street Address? (confirm Spelling)

Street Address

Type of Call

Maintenance

I don't Understand Charges on my Ledger

Did you get my payment?

Late Fee concerns

Want to add or remove someone from the lease

Renewal Request or questions

Other issue

DO NOT ALLOW This call to go past 2 min!

I understand your concerns. Here is what I can tell you. AMOSO has a stringent Late Fee policy that is outlined in your lease. They do however have an online process to dispute late fees if you feel your have been charged one wrongly. This process is a quick online form and I am going to text and email you the site as soon as we get off the phone here. It may take 10 business days for your request to be reviewed and responded to. Before I let you go let me make sure I have your most up to date info.

Have you submitted the Issue online through a Meld?

Yes

No

I don't Know How

When did you submit the meld?

Today

Yesterday

In the Last week

Over a week ago

A month or more ago

OK great please give us 24 to 48 hours to assign the work to an appropriate and available vendor. You will be contacted via the meld system to finalize scheduling with the vendor. I know it can be frustrating waiting for maintenance items to be completed, however there are many factors not necessarily within our control when scheduling and assigning work, such as vendors schedules, vendor work loads and current work order volume. We appreciate your patience and assure you we are going to get to this as fast as possible. Thank you for calling, but before I let you go I want to make sure we have you most up to date information.

Hmm, I let me see if we can get some urgency placed on this. I have to ask a couple of questions first.

Did anyone reach out to schedule an appointment?

Yes

No

Hmm, I let me see if we can get some urgency placed on this. I have to ask a couple of questions first.

What happened with the Schedule?

Vendor did not show

Vendor came but did not complete the work

I just need to reschedule

I apologize for this, Let me get a few details and I will make sure some one reaches out to get this resolved.

What was the Vendor's Name?

First let me confirm some contact info with you.

Well I am sorry for this inconvenience. I understand this is frustrating. As soon as we get of the phone I am going to email and text the head of our maintenance department, and have someone reach out to you As Soon As Possible. Before we get of the phone though I want to make sure I got your most current information so we can get this handled ASAP.

What is the Best Number for you Currently? So we can call and text you updates.

What is your best Email currently?

In order for us to schedule or do any Maintenance Work for you, you must submit a Work order which we call Melds online through your portal.

In order for us to schedule or do any Maintenance Work for you, you must submit a Work order which we call Melds online through your portal. As soon as we get off the phone I am going to send you personalized detailed instructions to the email you just gave me, on how to access your portal online and submit a maintenance request. Please be on the look out for this email, and thank you for calling, Have a nice day!

Do you need me to send you instructions on Entering a Meld?

Yes

No

What are we doing?

Adding person To the Lease

Removing person from the lease

Who are we adding?

First Middle Last

What is their Relationship to you

What is their Birthday?

Month

Day

Year

Who are we removing from the Lease?

First Last

Why are we removing this person from the lease.

You will get an email shortly with the instructions, I'll send it when I am done talking to the Maintenance department.

OK I am going to email and text our Maintenance Department right now ab out this situation, they will be in touch shortly with a solution. Thanks again for your patience and we do value you as a Resident. Have a Good Day.

OK great! Like I said I as soon as we get off the phone I am reaching out to the maintenance department so they will be on the look out for your new meld to come in.

As soon as we get off the phone I am reaching out to the maintenance department so they can make sure a vendor is assigned and will contact you.

Once again thanks for calling, and be on the lookout for someone to schedule with you through the meld system shortly. Have a Nice Day!

I understand your concerns, I just don't have the authority to address Financial issues. What I am going to do is Note your concerns in detail and send them to Our Finance Department and mark it for URGENT review. They are usually very good about responding within a couple of business days. This conversation is being noted in your record so that todays date is recorded as when you reached out to address this concern with us, if we need a date to adjust any charges or payments to. Thanks for being one of our Residents, we appreciate your patience, and someone will be in touch soon. Have a Wonderful Day.

Ok, so for privacy and security purposes only select authorized personnel at AMOSO have access to your ledger and payment history. I am not one of them. I am going to take a detailed note of your concern, and send a request of over to the finance department for them to research this for you. I am also going to request the system send you an updated ledger for you to review. Thanks for reaching out, and I'll make sure someone get back to you shortly via email or a phone call. Have a Great Day!!

OK am I going to get those Late fee dispute and waiver processes sent to you now. Thank you for calling and I hope you have Great rest of your day.

OK great I am going to send this information over to our leasing department. They will get the documents together for you to sign and send to you for digital signature, If they need any more information or have questions they will call or email. Thanks for calling in and Have a great day!

ALL renewal questions have to go through our leasing department. I am going to send them a request right now to contact you regarding this. Thank you for calling.

I took detailed notes on your questions and concerns. I am going to send this along to our Managing Broker, and I expect he will be in touch with you shortly to address this with you. I do appreciate you calling, and I hope you have pleasant day.

Additional Notes after you hang up the phone

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