The Village On The Water

In response to case number 11860011, I have responded to Ms. M[redacted].  I have called and left a voicemail this afternoon explaining that my supervisor has approved the dispersal of $18 to Ms. M[redacted] from the Village on Water petty cash fund to cover the cost of the money order replacement fee of...

her $100 money order that was lost in the mail. I left her the phone number of the Village on Water office, where she can call to set up a time with the new property manager, Pam L[redacted], for the purpose of retrieving this money and signing a receipt that she has in fact received the $18 for the replacement of the lost money order #20679750799. I spoke with Ms. M[redacted] more than once prior to her complaint with your organization, letting her know that the money order was mailed back to her on 12/14/2016 upon our determination that she be rejected for the rental of one our homes,  per company policy (which does not require certified, or tracked mailing).  While I apologized numerous times for it having not reached her, I did explain that it was not her fault, nor ours, and an unfortunate circumstance.  I did my due diligence in trying to return the money order to her, to the return address she provided to me, and which I did confirm with her again upon learning that the money order never reached her in the mail.  I in fact had the correct address and mailed it to that address. I not only did as company policy required, I also kept a copy of the front and back of the money order, which I was then able to provide Ms. M[redacted] with the phone number to call and money order number for verifying whether it had been cashed or not.  Ms. M[redacted] had not kept her own receipt for the money order purchased. It is my understanding that she is currently living with friends, and not at a permanent address.  I stressed my concern that not only could the mail service have lost it, it could have been picked up or lost by another household member, or placed in a different mailbox all together, as the mailboxes are centrally located, not on each individual home. Again, I feel this is unfortunate and hope that Ms. M[redacted] is satisfied with our suggested resolution. Warmest regards,  Kyla Grinsteiner