Madrona Ridge LLC

Dear Ms [redacted] , The response provided to you from the Revdex.com was from a company called [redacted] There is an issue when another company has access to your complaint and we can see that the company had an issue with another person named [redacted] Not sure what that is all about and I sincerely hope that the Revdex.com looks into why this has occurred I have forwarded your complaint to the Regional Manager who can best help you with this and she will be respondingCindy B*** is no longer with our company and is not even the Manager of the Community you resided atThat has made figuring out who this should go take longer than anticipatedThe Revdex.com is sending this to our info line email and not the community email which would have been a quicker way to get a response I am sorry this process is so confusing and wish you would have come directly to usWe anticipate having this resolvedI believe you will need to respond to this in order for us to respond againI believe this is how this process works or should work Regards, [redacted] Director of Training

Complaint: [redacted] I am rejecting this response because: I [redacted] thank you for your response and looking into to the confusionI have reached out to your team directly and spoken with the new manager of the propertyShe was less then helpful and in the beginning and was very admit that things where my fault and they I owed the moneyAs I said she has since changed her position on this once I pointed out the law to herHowever I do not feel assured as of yet that things where actually taken care ofI am very concerned with how things have been handled from the previous manager (male) to the current managerThey also changed at least 3+ times in the short years I resided there so it seems as though no employee is around long enough to really grasp an understanding of things in the officeOf course again my main worry is that this will be on my credit report to no fault of my own and this will cause irreparable damage to my credit report etc Sincerely, [redacted]

I have resolved this complaint with the business in the evening on Monday 1/25/ Good Morning,I have resolved this complaint with the business in the evening on Monday 1/25/ Good Morning,I have resolved this complaint with the business in the evening on Monday 1/25/

Greetings, Please consider this our official response to complaint # [redacted] filed by former resident, [redacted] Because Madrona Ridge Residential & Avanti Apartments strive to deliver exceptional customer service to future, current & former residents - we were not pleased to hear that Ms [redacted] wasn’t happy with the outcome of her Final Account Statement; or how she felt it was communicated to her In an effort to resolve these issues we reached out to Ms [redacted] via telephone & an apology was offered regarding previous communication she had with management Futhermore, we advised Ms [redacted] that we would take another look at the carpet in her previous apartment, #***, and make any necessary adjustments to her Final Account Statement Below is the final resolution as well as attachments with all supporting documentation which was forwarded to Ms [redacted] We understand that unforeseen costs can be stressful But unfortunately, and per Fair Housing, we cannot offer to some what we cannot offer to all We also feel that the pictures & estimates from vendors justify the amount that was ultimately billed Please be assured that we bill final move-out charges in a concise manner, and make every effort to work with previous residents in setting up payment plans We would be more than happy to extend a day payment plan to Ms [redacted] should that assist her in settling this account Regards, Lesley P [redacted] Senior Property Manager Madrona Ridge Residential Upon further review of your lease agreement & another inspection of your previous unit #***, we have adjusted your Final Account Statement based on the following: Lease Agreement – Page 5, states: o Paragraph 39: CLEANING “You must thoroughly clean the apartment You must follow move-out cleaning instructions If you don’t clean adequately, you’ll be liable for reasonable cleaning charges” o Paragraph 40: MOVE-OUT INSPECTION “ Our representative has no authority to bind or limit us regarding deduction for repairs, damages, or chargesAny statement or estimates by us or our representative are subject to our correction, modification ” o Paragraph 41: SECURITY DEPSOIT DEDUCTIONS AND OTHER CHARGES “You’ll be liable for the following charges tears, burns, stains replacement cost of our property that was in or attached to apartment” Move Out + Move In Checklist o The move-out checklist conducted by Avanti’s Maintenance Supervisor state there is carpet and padding damages throughout the unit that require replacemento The mochecklist provided to Fairfield does not state any damages to the apartments carpet or its condition at move-in- signed by [redacted] on 03/24/ USA Bid + Seamless Pricing o Avanti’s vendor, USA Carpet Cleaning provided an Estimate on 03/54/2017, stating: Bad Carpet, Heavy Pet Damage, Bleach stains, yellow stains and super heavy soiledRecommend full carpet and padding replacemento Seamless Pricing shows our Bfloor plan replacement cost is $1,***’s FAS was charged a portion of this amount, totaling $(minus their residency of years) New Seamless Quote o Quote shows new cost of replacement in the Hallway and Living Room areas in the amount of $o Considering the years of residency, the Carpet/Padding charge has been adjusted to $ Please see attached all supporting documentation for your review, including your Adjusted FAS showing a balance due in the amount of $Payment can be made via cashier’s check to: Avanti Apartments WCentennial PkwyLas Vegas, NV As a courtesy we shall hold your account for payment until May 5, If you have any additional questions please feel free to contact the leasing office Best regards, Lesley P [redacted] Senior Property Manager mgr[redacted] @madronaridgellc.com ph fx www.Avanti-apts.com West Centennial PkwyLas Vegas, NV “We provide an outstanding living experience for our residents.”

Dear Mr. [redacted] , We are in receipt of your complaint and would like to apologize for any inconvenience these miscommunications may have caused. We value our community and make every effort to provide an outstanding living experience for our residents. Upon further review of your Final Account... Statement, we agree that due to normal wear and tear for the length of your tenancy that carpet cleaning and painting charges should not have been assessed. We have adjusted your Final Account Statement to reflect a new balance of $176.17. For clarification, the balance due of $49.40 was not for rent but for previous utility billing of water, sewer and trash. (please see attached resident ledger) In regards to your resident verification, we can only verify the most recent Lease Agreement in place and resident account records since a management change occurred 6/23/2016. Please be assured that this is standard practice and was not meant to deliberately affect any verifications submitted to our office. As a courtesy, we will hold your account for payment of $176.17 until October 5th, 2016. We would be happy to accommodate additional time to remit payment upon your request. We hope that these changes have been satisfactory in resolving these issues. Again, we apologize for any stress this may have caused and wish you and your family the best. Sincerely, Lesley P [redacted] Property Manager, [redacted] For Madrona Ridge Residential, LLC

Complaint: [redacted] I am rejecting this response because:Requested documentation was not provided from the management company in regards to this issueThese stains were considered to be pet damages per the carpet vendor however I did not have a pet while living at Avanti ApartmentsCommunication regarding this issue was anything less than professional and I was told "you still could have had a pet"I agreed to pay for a carpet cleaning considering Lesley was unable to provide me with documentation of the previous tenants and their pet status or when the carpet was last replacedThe carpet had been cleaned by me previously to the amount of $but the stains reappearedLesley has been inconsistent in her statements about why the carpet needed replaced and even rewrote the final bill to take off "pet damages" since she couldn't prove we had a pet and instead filled it under another category that she found under the contractShe also told me the carpet is to be appraised based on the back side but she only sent me pictures of the superficial stains that can be cleaned with carpet cleaning servicesWhen Lesley was unable to assist me any further I requested her bosses name and she refused to provide me with that informationLesley and her staff provide the poorest customer service as proven by many other complaints through Revdex.com and social mediaI will be in contact with her boss, Mary, regional manager to further discuss this issue Sincerely, [redacted]

Good Morning,We have been in touch with [redacted] and have processed his parking refund and overnighted to his attention for delivery on Friday 9/Unfortunately when the refund statement was processed a step was missed and it was not sent to our accounting department for paymentWe will work to train our team members on the proper protocol and ensure this does not happen again in the futureWe have apologized to [redacted] for the inconvenience and thanked him for his patience while training our new team member.ThanksAlisa K***

Complaint: ***I am rejecting this response because:I am not sure who the business is even speaking ofMy last name is NOT *** and therefore all of the information seems to be incorrectThey are not even sure who they are speaking to about this issue which brings another large issueThe
company has since emailed me back saying first that I did in fact owe over $to them and when I pointed out the Oregon laws and after much arguing they finally understood they where in the wrongThey have since agreed to take the account out of collections and zero the balance out which I have an email proving suchHowever I got another call this morning from the collection agency asking for the fundsI feel extremely disturbed by their actions and lack there of. Sincerely,*** ***

We regret to hear that Ms*** has taken issue with the transfer of management at Avanti Apartments and any inconveniences this may have caused. We hope this response will better explain the issues to which she’s referring.
Madrona Ridge Residential, LLC, took over management of
Avanti Apartments on June 23, 2016. Attached is the notification letter provided to all residents via posting on that date, which includes advisement that the online payment system would be down. The notice further advised that payment could be made via check by the 1st of the month - per current lease agreements.
As part of the property sale, all lease agreements with the prior management company remain in effect for the duration of that lease term, until either the resident renews their lease under Madrona Ridge terms or vacates the apartment. Part of that lease agreement includes the late fee policy, as stated in the attached first page of Ms***’s lease agreementAlso, as part of Fair Housing laws that propagate, “do for one, do for all”, we were unable to offer an extension to Ms***. This is why Ms*** didn’t incur late fees for July, because late fees were waived for all. However, as a courtesy we have waived Ms***’s August late fees. The online payment system is now back up. Please see attached notification sent to residents via email on 8/12/16.
Regarding Ms***’s service order for the sink leak. As stated in her complaint the issue began prior to Madrona Ridge taking over management. Unfortunately, during a management transition not all pertinent information is forwarded by the previous company. This is why we were unaware of the issue until her service request with us on 7/28/2016, which was repaired 7/29/(see attached service order)This maintenance issue is documented and as such is not the responsibility of the resident to pay for damages upon vacating.
Unfortunately, at the time Ms*** came in to the leasing office the Property Manager was addressing another resident issue and wasn’t immediately available. The manager has since reached out to Ms*** to advise of waived late fees and assured that she will not incur any damage charges for the cabinetry under the sink. The new website address for online payments was also provided
Madrona Ridge Residential prides itself on providing an outstanding living experience for our residents. We understand that change can be difficult and we greatly appreciate the Avanti community’s patience during this transitionAs always, we encourage our residents to visit us in the leasing office and we look forward to servicing all of our residents’ future needs
Sincerely,
Lesley P***
Property Manager, Avanti Apartments
For Madrona Ridge Residential, LLC

Good morning ***,
I would like to assist you with this matter. Can you please tell me what apartment home you resided at? If you can email me any appropriate documents that support your request. My email address is rs***@madronaridgellc.com
Thank you,
Rebecca S***

Thank you for taking the time to communicate your concerns to us.
It is our business practice to assess the market value monthly by collecting rent information from communities in close proximity to *** *** *** that have similar amenities to determine the fair market value of
each town home. We can appreciate your concerns regarding the rent increase however please understand that the current market conditions support this rental rate and that we always give proper notice as required by *** to allow our residents time to assess if they wish to renew with us. I can assure you we do not discriminate, rental rates are not set by resident, they are set by floorplan, location within the community and features of the town home. We certainly hope that you decide to continue your residency with us however if your needs should take you elsewhere we certainly understand. Over the next few months we will be adding many improvements to the community for your enjoyment including a fitness center, dog park and pool upgrades to enhance your living experience as well as painting the exterior of all buildings
When requested we assessed your carpet and appliances for needed replacement and found your appliances in great condition and working properly however the carpet damages were unfortunately caused by a pet in the household. Damages caused by the resident, residents guest and/or pets are not sufficient reason to replace carpet or transfer a resident to a new home at our expense.
Please accept our sincerest apology for any trouble or inconvenience this may have caused you. Again, we appreciate your feedback and hope that we have addressed your concerns

Revdex.com:
Hello,
Regarding complaint #***:I received the deposit check in the mail. I am satisfied with the resolution of this issue
Thank you very much for your help
Best regards,
*** ***

Dear Ms. [redacted],
 
The response provided to you from the Revdex.com was from a company called [redacted]. There is an issue when another company has access to your complaint and we can see that the company had an issue with another person named [redacted]. Not sure what that is all about and I sincerely hope that the Revdex.com looks into why this has occurred.  
I have forwarded your complaint to the Regional Manager who can best help you with this and she will be responding. Cindy B[redacted] is no longer with our company and is not even the Manager of the Community you resided at. That has made figuring out who this should go take longer than anticipated. The Revdex.com is sending this to our info line email and not the community email which would have been a quicker way to get a response.
I am sorry this process is so confusing and wish you would have come directly to us. We anticipate having this resolved. I believe you will need to respond to this in order for us to respond again. I believe this is how this process works or should work. 
 
Regards,
[redacted]
Director of Training

Dear Mr. [redacted],
We are in receipt of your complaint and would like to apologize for any inconvenience these miscommunications may have caused. We value our community and make every effort to provide an outstanding living experience for our residents.
Upon further review of your Final Account...

Statement, we agree that due to normal wear and tear for the length of your tenancy that carpet cleaning and painting charges should not have been assessed.  We have adjusted your Final Account Statement to reflect a new balance of $176.17.  For clarification, the balance due of $49.40 was not for rent but for previous utility billing of water, sewer and trash.  (please see attached resident ledger)
In regards to your resident verification, we can only verify the most recent Lease Agreement in place and resident account records since a management change occurred 6/23/2016. Please be assured that this is standard practice and was not meant to deliberately affect any verifications submitted to our office.
As a courtesy, we will hold your account for payment of $176.17 until October 5th, 2016. We would be happy to accommodate additional time to remit payment upon your request.
We hope that these changes have been satisfactory in resolving these issues. Again, we apologize for any stress this may have caused and wish you and your family the best.
Sincerely,
Lesley P[redacted]
Property Manager, [redacted]
For Madrona Ridge Residential, LLC

Problem Occurred: 4/20/16 is stated on the complaint. Our company Madrona Ridge Residential LLC acquired Navigator Villas on 5/27/16.  At this time all new staff were also on boarded to the property. During this transition, on 7/6; [redacted] had called our corporate office to express his concerns...

with our temporary staff who has since then, been hired on permanently. 
This Resident had complained about loud neighbors (2) different neighbors, (2) different times. Both instances occurred after business hours. It was suggested that he call the police by our Leasing Consultant “A” and [redacted] did call the Pasco police department the 2nd night/situation. No noise ordinance violations were recorded by the police department.  
The complaining resident also admitted he was feeding a stray cat that happened to get hit by a vehicle on RD. 68. Animal control was called and the animal was removed.
I, (Property Manager’ “K” ) personally followed up with [redacted] on 7/8 to address his concerns about the lack of attention or any unanswered questions that he may have had. This resident then called our corporate office back and stated he wanted to retract his complaint on our voicemail 7/11. (Both of these voicemails are saved and are on file.)
On 7/27, [redacted] came into the leasing office to address his concern about his neighbor. Stating that a woman keeps coming over to his neighbors unit; late at night, banging on the door and that this was causing him grief; having to hear the noise. I told [redacted] I would follow up with his complaint and I then called the resident in question and then posted a notice of noise violation to the residents door, requesting him to contact our office within the next 24 hours with a response to the complaint. There was no response. After doing some more investigating, it was found that not only was there obnoxious behavior/noise, there was also an unauthorized occupant living in the unit in question. A 10 day notice to comply with lease or quit premises was issued on 7/28 to the resident.
On 7/29 there was an incident with [redacted] and the neighbor [redacted] was assaulted by [redacted] and [redacted] was arrested and charged with Assault and Harassment/ threats and booked into Franklin co. jail. On Saturday 7/31. Our Leasing Consultant “A” contacted me by phone to inform me on what had happened the night prior with the two Residents. Monday 8/1 and Tuesday 8/02; I gathered files and all documents to start the eviction process for the criminal activity that had occurred. I then proceeded with the eviction process for [redacted] based on the criminal activity. I brought all files and documents to our Attorney and the eviction was filed. On 8/22 I appeared in court and [redacted] and any and all other tenants were adjudged guilty.
On 8/31 Franklin county sheriff came out for the actual eviction of [redacted]
On 9/22 the new residents who had moved into a unit in the same building as [redacted] and his family, came in with a note written by [redacted] in regards to noise. After speaking with the new residents; I did not find the noise to be intentional. (A copy of this note is also on file.)
On 9/23 [redacted] came into the office with another note addressed to the new residents and he wanted me to give it to them.  This notice was placed in [redacted] file as well and was not sent to the new residents. I did let [redacted] know that I have spoken with the new residents about noise and told him I did not find that it is intentional/ deliberate and it is to be expected while residing in an apartment community.
Since we have taken over the property we have been working very hard to improve the community from the unstable state it was in. We take all complaints and or issues serious and pride ourselves on our follow through for a satisfying outcome for everyone.  Please see the list of accomplishments completed since acquisition.
.
·       All units are getting new Passage Knobs for the front doors, as well as new Deadbolt Locks w/ keys.-Project. Completed 9/30/16.
·       Carport Renter Identification hangers have arrived; distributing to Residents.
·       Signage for Carports- For Registered/Paying Resident Only. Pending lighting upgrades.
·       Garages are scheduled for wiring & electricity & Garage door openers 8/08/16-10/6/16.
·       Community outdoor lighting & speed limit signs. This has been brought up to Luis in Asset management.
·       Water feature install in font of Office/ Clubhouse completed.
·       Playground equipment has been installed & Residents are already enjoying this amenity 9/23/16
·       Leasing Office/Clubhouse and Model Home- Set up of Model and Office/Clubhouse are complete.
·       New flooring for clubhouse and office was installed on 7/17/16.
·       Office and Model walls have been painted 7/22/16.
·       Four handicap accessible spaces have been located and are now in place.
·       Safety railing were installed in the parking lot/ sidewalk by buildings 24 & 22.
·       Pool area upgrade w/ BBQs and Fire pit is underway.
Should there be any other questions, concerns or issues; we welcome them and we would be more than happy to address them.
 
Sincerely,
Kayla D[redacted]                                  �...⇄
Property Manager 
Navigator Villas
Madrona Ridge Residential L.L.C

To whom it concerns -
 
I have been in communication with Mrs. [redacted] and we have resolved the situation. Should you have any further questions or comments, please do not hesitate to reach out -
 
Kind Regards,
 
Lauree S[redacted]
Regional Manager
Madrona Ridge...

Residential
[redacted]

I have resolved this complaint with the business in the evening on Monday 1/25/16. 
Good Morning,I have resolved this complaint with the business in the evening on Monday 1/25/16.
Good Morning,I have resolved this complaint with the business in the evening on Monday 1/25/16.

Complaint: [redacted]I am rejecting this response because: This response does not accept responsibility for their actions, but rather negates and eludes the subject. This is the non professional manner that this business conducts itself. I hope anyone can see that putting someone's life in danger is something you do not speculate on. More so when that person has small children. Please note this matter is also being taken up with our States Attorney General. Thanks So Much.  - [redacted].    Not [redacted] Who ever that is?Sincerely,[redacted]

Greetings,   Please consider this our official response to complaint #[redacted] filed by former resident, [redacted].  Because Madrona Ridge Residential & Avanti Apartments strive to deliver exceptional customer service to future, current & former residents - we were not pleased...

to hear that Ms. [redacted] wasn’t happy with the outcome of her Final Account Statement; or how she felt it was communicated to her.  In an effort to resolve these issues we reached out to Ms. [redacted] via telephone & an apology was offered regarding previous communication she had with management.  Futhermore, we advised Ms. [redacted] that we would take another look at the carpet in her previous apartment, #[redacted], and make any necessary adjustments to her Final Account Statement.  Below is the final resolution as well as attachments with all supporting documentation which was forwarded to Ms. [redacted].    We understand that unforeseen costs can be stressful.  But unfortunately, and per Fair Housing, we cannot offer to some what we cannot offer to all.  We also feel that the pictures & estimates from vendors justify the amount that was ultimately billed.  Please be assured that we bill final move-out charges in a concise manner, and make every effort to work with previous residents in setting up payment plans.  We would be more than happy to extend a 90 day payment plan to Ms. [redacted] should that assist her in settling this account.     Regards,   Lesley P[redacted] Senior Property Manager Madrona Ridge Residential   Upon further review of your lease agreement & another inspection of your previous unit #[redacted], we have adjusted your Final Account Statement based on the following:   Lease Agreement – Page 5, states: o   Paragraph 39: CLEANING “You must thoroughly clean the apartment… You must follow move-out cleaning instructions… If you don’t clean adequately, you’ll be liable for reasonable cleaning charges” o   Paragraph 40: MOVE-OUT INSPECTION “…Our representative has no authority to bind or limit us regarding deduction for repairs, damages, or charges. Any statement or estimates by us or our representative are subject to our correction, modification…” o   Paragraph 41: SECURITY DEPSOIT DEDUCTIONS AND OTHER CHARGES “You’ll be liable for the following charges… tears, burns, stains… replacement cost of our property that was in or attached to apartment”   Move Out + Move In Checklist o   The move-out checklist conducted by Avanti’s Maintenance Supervisor state there is carpet and padding damages throughout the unit that require replacement. o   The move-in checklist provided to Fairfield does not state any damages to the apartments carpet or its condition at move-in- signed by [redacted] on 03/24/2015.   USA Bid + Seamless Pricing o   Avanti’s vendor, USA Carpet Cleaning provided an Estimate on 03/54/2017, stating: Bad Carpet, Heavy Pet Damage, Bleach stains, yellow stains and super heavy soiled. Recommend full carpet and padding replacement. o   Seamless Pricing shows our B7.2 floor plan replacement cost is $1,182.25. [redacted]’s FAS was charged a portion of this amount, totaling $720.00 (minus their residency of 2 years).   New Seamless Quote o   Quote shows new cost of replacement in the Hallway and Living Room areas in the amount of $663.55 o   Considering the 2 years of residency, the Carpet/Padding charge has been adjusted to $399.00     Please see attached all supporting documentation for your review, including your Adjusted FAS showing a balance due in the amount of $528.91. Payment can be made via cashier’s check to:   Avanti Apartments 10697 W. Centennial Pkwy. Las Vegas, NV 89166   As a courtesy we shall hold your account for payment until May 5, 2017. If you have any additional questions please feel free to contact the leasing office.   Best regards,   Lesley P[redacted] Senior Property Manager mgr.[redacted]@madronaridgellc.com ph 702.655.4440 fx 702.655.4448 www.Avanti-apts.com           10697 West Centennial Pkwy. Las Vegas, NV 89166   “We provide an outstanding living experience for our residents.”

Complaint: [redacted]I am rejecting this response because:
 
I [redacted] thank you for your response and looking into to the confusion. I have reached out to your team directly and spoken with the new manager of the property. She was less then helpful and in the beginning and was very admit that things where my fault and they I owed the money. As I said she has since changed her position on this once I pointed out the law to her. However I do not feel assured as of yet that things where actually taken care of. I am very concerned with how things have been handled from the previous manager (male) to the current manager. They also changed at least 3+ times in the short 2 years I resided there so it seems as though no employee is around long enough to really grasp an understanding of things in the office. Of course again my main worry is that this will be on my credit report to no fault of my own and this will cause irreparable damage to my credit report etc. 
 
Sincerely,[redacted]