FMO Disputes

Steps:

1. It is the property's responsibility to resolve FMO disputes. 
2. Have proper documentations ready.
   • Pictures
   • Invoices
   • Key forms (if applicable)
   • Signed Charge Sheet (if applicable)
   • Move out letter instructions, etc.
   • Ledger
3. Respond to all FMO disputes within 3 business days. 
4. Pick up the phone and call your disputes. It seems counterintuitive but it saves time. Calling is always better than emailing (unless they are disrespectful, in which case they should email only). For residents/guarantors who are at least willing to have a civil conversation, call them.
5. Beware of roommate accounts (If you are going to reduce the common area charges for one of them, better prepare yourself to reduce it for everyone)
6. Do not make the changes until the resident has agreed to the resolution. If you reduce/remove one charge when they are disputing multiple things, you may be going back and forth with the edits for a while. This not only wastes your time, but it also gives the resident the false idea that they can keep coming back for more reduction.
7. Make final revisions on account using the proper steps HERE.
8. Notify the debt recovery team for any edits or balance reductions at hrarecovery@horizonra.com.