Miller-Valentine Group

On June 29, at 5:57p.m., the resident at [redacted] had her son over to her apartment in concern over bed bugs, she did not inform the rental office of this issue, and the son took matters into his own hands and brought in four propane heaters in the apartment to “heat out” the bugsIn turn the immense heat set off the building sprinkler system flooding the unit and the downstairs neighbor in [redacted] The [redacted] fire department was called and the son of Ms [redacted] promptly moved his mother outMr [redacted] had his items moved over the next few days to another unit that was vacant and said he’d stay with friendsThe unit his stuff was being stored in was available to him at all times, it was my understanding he was more comfortable with friendsI was unfortunately on vacation when this happened in another stateI spoke to [redacted] ***, the community manager via phone and she assured me Mr [redacted] was in good spirits and staying with friends I informed [redacted] that Mr [redacted] could have the vacant unit and she said he wanted his original unit backThis was fine with me; I understand the logistics of moving addresses, etcso I agreedI told [redacted] to tell Mr [redacted] , he needs to contact his rental insurance immediatelyUpon my returning from vacation I met our claims adjuster July 7th, [redacted] ***t Residences and viewed both units, neither renter was present or in the buildingBoth units had already been dried and were in considerably good condition considering what happenedThe contractors were lined up within the week and a date had been scheduled with Hayes and Sons of Kokomo to fix our buildingAugust 2nd, Mr [redacted] contacted me via email asking for a month’s free rent from us, I inquired if he had filed with his renters insurance and he had notI explained that his renters insurance would cover his rent, damaged items and would in turn recover the funds from the party that caused the damage, Ms [redacted] and her sonMr [redacted] felt Ms [redacted] had been humiliated enough and was poor and that we were a large company and should pay for itI explained that wasn’t how the process works; he was very upset by this and has since filed with his insurance companyI assured Mr [redacted] we would help him along with anything his insurance company needed and again offered the vacant unit his items are already inThis time he accepted and started moving in with the help of our service technician, [redacted] We have also included a section of the lease that references this concern as wellLESSOR NON-LIABlLITY Lessor shall not be liable for any damage to property or any injury to any person, however occurring, including but not limited to; recreational facilities, by or from gas, electricity, (or stoppage thereof) fire, water, ice, snow, sewerage, or any act of God, etcNor shall Lessor be responsible for any injury to the Lessee or any occupant of the dwelling, resulting from any cause whatsoever unless caused by willful conduct of LessorLessor is specifically not responsible for any loss or damage to Lessee’s automobile or their contents or for loss or damage to Lessee’s clothes while using the laundry facilities, or for belongings stolen from the Leased Premises or storage areasIn addition, Lessor is not responsible for food spoilage due to refrigerator malfunctions or electrical failure or for any damage whatsoever caused by a malfunction of any Lessor supplied appliances, fixtures (including but not limited to smoke detectors and fire extinguishers)Lessor is not responsible for interruption of any desired service provided by Lessor when such interruption is outside Lessor’s control or when such interruption is made for improvement of the apartment communityLessor shall have the right to take possession of abandoned Leased Premises and the Leased Premises may be re-rented without any liability to Lessor whatsoeverLessor, under no circumstances, promises security or protectionIf you have any questions or need additional information, please let me knowRegards, [redacted] VP of Operations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] If this is how Miller-Valentine operates, I don't see how I can stay past my leaseI don't recall the conversation with Ms [redacted] offering me another apartment, either temporarily while repairs were taking place, or or as a permanent solutionThe first time I was offered a chance to occupy Apartment [redacted] was on August 5, and I accepted reluctantlyI still prefer to live in Apartment ***, but as repairs are taking a long time, I was of the impression that I would be rebated any rent lost by my not living in that apartmentIt's the solution that makes the most senseAfter all, when the fire occurred, the contract was bro***It was not my fault, nor Miller-Valentine'sBut Miller-Valentine insisted that I pay rent even during the days (June 30-August 5) when I didn't occupy any apartmentThat is what strikes me as grossly unfairIt appears I will not receive any rent rebateMaybe the best course of action is small claims courtI will consider my options, but when Miller-Valentine offered me nowhere to live, it seems a rent rebate for those days is the only fair resolution.That said, Ms [redacted] and MrT [redacted] have been very supportive, and I thank them for their help through all of this

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

advertisement on internet$off 1stmonth rent w/ paperwork in.When I called Manager& asked her about it she said that's not going to happen.And the deposit insurance seems to benefit Corp.so that they are not out of any expenses to move in next tenant.Different pet policy are by nepotism.If you are the manager friend she turns her head on $200@ pet&$@ month per pet.*** has total dogs& 1cat.Security issues a key holder has illegally entered my apartment twice that I can prove as cleaning samples other newvtenants were taken from my apartment & manager is aware & is agreement vandalism& theft by maintance man or construction staff.Zero customer service diplomas by any management.Still trying to figure out how complex managers can embezzle funds.Staff let dryer be broke in brand new apartment for days& then told tenant not to ask for anything else.Online they are awesome but in reality..unsupervised Management is not held to adverstised standards.Bait& Switch tactics run rampart

*** *** received the above-referenced tenant complaint and appreciates the opportunity to respond After receipt of the complaint, *** *** has reviewed our records, including the tenant file and has further conducted an investigation into the allegations of the complaint, to the extent the allegations can be discerned from the posted complaint. Ms*** has not previously made *** *** aware of several of these allegations. Of the complaints she has previously communicated to management or our employees, *** *** has listened carefully, documented the complaint and when applicable, has either provided Ms*** a response or taken necessary action to address the concern. COMPANY’S RESPONSE TO SPECIFIC ALLEGATIONS AS FOLLOWS: Allegation. “Keyholders have came in to myAssigned unit& defaced unit& removed property other tenants received& Less assures subcontactor would be in big trouble but instead of following thru services reasonable & customary that all tenants have enjoyed have been denied my as I was misclassified.” RESPONSE: No Company Agent or Employee has ever been in Ms***’s apartment without Management having first posted a hour notice of entry. Company was once contacted for a work order request by Ms*** in which a Maintenance person and Manager both entered the apartment pursuant to the work order request. Only the item that was subject to the work order was handled and the work was completedThe work order and subsequent action is all documented in the tenant’s fileAllegation“advertisement on internet$off 1stmonth rent w/ paperwork in.When I called Manager& asked her about it she said that's not going to happen.” RESPONSE: As indicated in the advertisement, the $ off promotion was a deposit special on our three bedroom units only. Ms*** did not have a need for, and did not request a three-bedroom unitAllegation. “And the deposit insurance seems to benefit Corp.so that they are not out of any expenses to move in next tenant.” RESPONSE: To provide our residents options, all of our residents are given the option to choose either to utilize an e-premium payment which buys a surety bond and renters insurance for one year or to provide a $refundable deposit. Allegation. “Different pet policy are by nepotism.If you are the manager friend she turns her head on $200@ pet&$@ month per pet.*** has total dogs& 1cat.” RESPONSE: Per our policy, all residents are required to provide the same deposit in the amount of $per pet and to pay $extra per month. This policy is enforced uniformly throughout our units. Our Manager has no ability to waive this policy and has not waived this policy for any resident. Allegation. “Security issues a key holder has illegally entered my apartment twice that I can prove as cleaning samples other newvtenants were taken from my apartment & manager is aware & is agreement vandalism& theft by maintance man or construction staff.” RESPONSE: Ms*** has never reported the alleged theft or alleged vandalism to our office or the Manager Management takes reports of theft and vandalism seriously. Management would have documented the allegations immediately and assisted the resident in communicating with law enforcement to report and investigate an alleged incident of theft or vandalism for prosecutionAllegation. “Zero customer service diplomas by any management.” RESPONSE: Our management and employees are trained by our Company in customer service and our Company has policies and procedures to ensure consistent and effective customer service. Further, our Manager has a BS in Business Management and is currently pursuing her Masters in Organizational Management with a specialization in Project Management and is set for graduation in 2017. She also has her Specialist in Housing Credit Management (SHCM) designationAllegation“Still trying to figure out how complex managers can embezzle funds.” RESPONSE: Ms*** appears to be referring to a previous Manager of a different apartment complex. Corporate Management discovered anomalies in the accountings from the Manager and contacted local authorities. The Manager was subsequently prosecuted and convicted of a Class C FelonyAllegation“Staff let dryer be broke in brand new apartment for days& then told tenant not to ask for anything else.” RESPONSE: Ms*** appears to be referring to another tenant’s apartment, however, Ms*** is incorrect, the resident’s dryer is functioning, yet has a cosmetic issue from the manufacturer. We are working closely with the resident, have ordered the part, and the cosmetic issue will be resolved as soon as the part comes in Allegation“Online they are awesome but in reality..unsupervised Management is not held to adverstised standards.Bait& Switch tactics run rampart.” RESPONSE: This appears to be an allegation that was previously communicated to Management and responded to. Ms*** initially wanted a 1st floor unit. The rent for first floor units is $450.00. This was explained at the time of application. Later, on the day of lease signing, Ms*** indicated she wanted a different unit for $which is on the second floor. At that time, Management accommodated her request and completed new certifications and leasing paperwork for the second floor unit. Ms*** chose the second floor unit on her ownAllegation. “That they be held accountable for advertisement.Explain how they implement deposit monies that seem to only serve their gross margin.By making tenant pay for reasonable wear& tear.Esuring little no cost themWhile under staffed & poorly trained play bait& switch tactics& proclaim customer service is their expertise on website.And why local staff prevented new tenants not receive the$off 1st month's rent as advertised.Why the clubhouse is a public safety hazard.” RESPONSE: *** *** takes customer service and resident experience seriously*** *** must require a deposit per industry standards to ensure quality housing. Residents are given the option of utilizing deposit insurance. Our club house offers a fitness center with a television, a wii, a business center, and the center is maintained and lovely. We would invite prospective residents to come see for yourself. AllegationI would like to know why I didn't get $off my first rent as advertised on the internet, and I feel like they did not investigate or reprimand the person that came in and vandalized my apartment there was a black spot on the carpet in the hallway that wasn't there before I got the keyRESPONSE: Again, as was explained to Ms***, the $promotion was for three bedroom units only. After being notified of an alleged “black spot” on the hallway of Ms***’s apartment, Management informed her that maintenance would take a look and have the spot removed. Subsequently, Ms*** left a lengthy message on the answering machine of the regional office and then called the Manager and informed her that no one from the company was allowed in her apartment to look at removing the stainMs*** has said nothing further about the stain until this timeHowever, sometime after the messages from Ms***, Ms*** made the above-mentioned work order and the maintenance person looked for the spot in the hallway and did not find oneAllegation“I would like to know why we can't get a better understanding of what deposit insurance is, and the pet deposit and the e-premium and the utility allowanceBecause I had to pay the whole utility deposit and show that to her before she would give me the key, but other people got the key before they paid the utility deposit because they got to move in on the 12th.” RESPONSE: The following is explained to residents and prospective residents: The e-premium buys a surety bond in the amount of $to cover damages on move out, the renters insurance covers $10,of the residents belongings and $100,liabilityLocal public housing agencies help HUD establish monthly rental allowances for eligible recipients in HUD's public housing programAs part of a family's monthly rental allowance, HUD includes a utility allowanceA family's utility allowance is the amount designated by the public housing agency as a family's reasonable allowance to cover its monthly utility billsSince HUD limits the amount of rent that can be charged to low-income HUD tenants, rental costs must include the estimated utility allowancesFor instance, if monthly rent is $the tenant is given a utility allowance of $(if they pay their own electric)This is deducted from the $therefore the resident only pays $The electric company determines if the resident/customer will require a utility depositAllegation“*** has dogs and a cat and you supposed to pay $per pet for a deposit and $a month for each pet, why are they not making her pay for all the pets she got? And why they didn't make the people upstairs to pay the utility deposit and what is this $utility allowance about? She said that I done paid my rent for November, which we don't get paid until the 3rd, put she put a note on the door said that I didn't pay my rent, but the lease says that the rent is not late until the 5th at noon.” RESPONSE: As stated above, the policies are uniformly enforced. Our Lease states rent is due on or before the 1st of the month. Again, the utility provider determines if a deposit is required of the resident/customer. Allegation“All of us don't get checks on the first, so she knew that going in, and I don't why she would mark me on the paper to Kansas Certification that I am not disabled and I am, that is my federal status disabled.” RESPONSE: Ms*** did not initially inform us as to any disabled status. Once it was disclosed our records were updated to reflect her statusAllegation“I want to know who has the other master key? RESPONSE: “Company policy is that there are no master keys. Management has an extra key to each unit but no masterAllegation“I want to feel secure the time that I am hereWho came here and took my mail out of my door, too? I got pictures of it where I left the envelope in the door, and I have a witness my friend who dropped me off, and it should have been in the door halfway and it wasn't.” RESPONSE: We are unaware of Ms*** sticking mail in her doorThis would allow the envelope to be exposed to weather and wind. Allegation“They removed the samples that go with the new appliancesI want my samples.” RESPONSE: We are unaware of any “samples” in conjunction with new appliances or what Ms*** is referencing. There have been no communications with our office or Management from residents regarding samples with appliancesWe appreciate the opportunity to respond to these complaints. As always, we work with issues that are brought to our attention by our residents to find a solution and ensure that our residents have a great experience here

District Manager, Roger Wells had spoken to Ms***. This was an eviction due tot eh last month’s rent was not paid. We could have charged much more for damages and showed restraint. According to an email from *** *** she vacated her unit on November 1, 2015.
Another email dated October 18, from Ms*** references her inability to pay October’s rent. Upon vacating and after applying security deposits, the resident owes $(October Rent $652.00, Renter’s Insurance payment $20.00, utilities $and late fees $195.00)As per the signed Lease Agreement and Ohio Revised Code (below) the resident is obligated to provide a landlord with a forwarding address upon move-out. No forwarding address was provided so it is our policy to hold an account for a period of time in the event contact is made to clear up an outstanding account If no contact is made the account is sent to a collection agency.(B)Upon termination of the rental agreement any property or money held by the landlord as a security deposit may be applied to the payment of past due rent and to the payment of the amount of damages that the landlord has suffered by reason of the tenant's noncompliance with section5321.05of the Revised Code or the rental agreementAny deduction from the security deposit shall be itemized and identified by the landlord in a written notice delivered to the tenant together with the amount due, within thirty days after termination of the rental agreement and delivery of possessionThe tenant shall provide the landlord in writing with a forwarding address or new address to which the written notice and amount due from the landlord may be sentIf the tenant fails to provide the landlord with the forwarding or new address as required, the tenant shall not be entitled to damages or attorneys fees under division While we understand that it was unsettling when Ms*** discovered a delinquency on her credit report, it should not have been a shockUpon her own admission, the final month’s rent was not paid. Cook’s Crossing followed procedures established by law and is entitled to the funds owed. At this point the best option would be for Ms*** to work directly with the credit agency to make payment(s)

The on site management team has informed the resident that she will be allowed to break her lease without penalty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]MVG District Mgr) and Mr. [redacted] have reached an agreement regarding this concern.  Below, please find the email communication resolving this matter. I'm pleased that we were able to satisfy Mr [redacted] If you have any questions, please let me know.   From: [redacted] Sent: Tuesday, August 23, 2016 11:41 AM To: [redacted] Subject: Re: The fire on June 29 OK, then we're set. Thank you for what you've done. Regards,[redacted] On Tuesday, August 23, 2016 11:16 AM, "[redacted]." <[redacted]> wrote: I already removed it, you have a $250 credit on your account right now. [redacted] From: [redacted] [mailto:[redacted]] Sent: Tuesday, August 23, 2016 11:11 AM To: [redacted]. Subject: Re: The fire on June 29 Thank you, Ms. [redacted] Would you also please talk to Ms. [redacted] about a $50 late fee I paid last month? There apparently was a glitch on the website when I autopaid on July 1, and I didn't know about it until July 18, so I had to pay a $50 late fee. Ms. [redacted] told me I should have that credited back because the error was not my fault. Therefore, with thanks to your generosity, my $500 rent for September will be $250. Is that OK with you? Regards,[redacted] On Tuesday, August 23, 2016 10:58 AM, "[redacted]." <[redacted]> wrote: To mend fences I’m will to credit your rental account the $200. I hope this helps. [redacted] From: [redacted] [mailto:[redacted]] Sent: Tuesday, August 23, 2016 10:57 AM To: [redacted]. Subject: Re: The fire on June 29 $200, because they said I had a deductible. On Tuesday, August 23, 2016 10:25 AM, "[redacted]." <[redacted]> wrote: What is the difference between the check they are giving you and you’re actual rent? [redacted] From: [redacted] [mailto:[redacted]] Sent: Tuesday, August 23, 2016 10:02 AM To: [redacted]. Subject: Re: The fire on June 29 Ms. [redacted], the recommendation by the insurance is to write me a check for less than a month's rent. That closes the matter. I'm still disappointed, but this, too, shall pass. [redacted] On Tuesday, August 23, 2016 9:13 AM, "[redacted]." <[redacted]> wrote: Mr. [redacted], Just following up, I hope you’re feeling better. Have you received the copy of the lease? Has your insurance company explained if they’re going to refund your rent or not? Have all of your items been returned to your unit? Is there anything else needed from us?  [redacted], CAPS, HCCPDistrict Manager MV Residential Property Management, Inc. Miller-Valentine Group [redacted]
 
[redacted]       From: [redacted] [mailto:[redacted]] Sent: Wednesday, August 17, 2016 10:12 AM To: [redacted]. Subject: Re: The fire on June 29 Not yet. I was not feeling good yesterday. I hope to touch base with Ms. [redacted] either today or tomorrow. On Wednesday, August 17, 2016 9:53 AM, "[redacted]." <[redacted]> wrote: Mr. [redacted], Did you get the copy of your lease? Did the insurance company request anything of us I need to get for them? [redacted] From: [redacted] [mailto:[redacted]] Sent: Friday, August 12, 2016 10:48 PM To: [redacted]. Subject: Re: The fire on June 29 The insurance company has asked to see a copy of my lease, but since I'm still awash in boxes from moving, I have no idea where it is. If you have a copy, I would be most grateful. Maybe Ms. [redacted] would have a copy. I really don't know. Regards,[redacted] On Friday, August 12, 2016 4:13 PM, "[redacted]." <[redacted]> wrote: Good Afternoon, Just following up to see that you filed and/or heard back from your insurance company yet and what the outcome was. There may be documents that they need, etc. from us.  Please let me know, thanks.  [redacted], CAPS, HCCPDistrict Manager MV Residential Property Management, Inc. Miller-Valentine Group [redacted]

Keyholders have came in to my. Assigned unit& defaced unit& removed property other tenants received& Less assures subcontactor would be in big trouble but instead of following thru services reasonable & customary that all tenants have enjoyed have been denied my as I was misclassified.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

That they be held accountable for false advertisement.Explain how they implement deposit monies that seem to only serve their gross margin.By making tenant pay for reasonable wear& tear.Esuring little 2 no cost 2 them. While under staffed & poorly trained play bait& switch tactics&...

proclaim customer service is their expertise on website.And why local staff prevented new tenants 2 not receive the$250 off 1st month's rent as advertised.Why the clubhouse is a public safety hazard.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have...

reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  If this is how Miller-Valentine operates, I don't see how I can stay past my lease. I don't recall the conversation with Ms. [redacted] offering me another apartment, either temporarily while repairs were taking place, or or as a permanent solution. The first time I was offered a chance to occupy Apartment [redacted] was on August 5, and I accepted reluctantly. I still prefer to live in Apartment [redacted], but as repairs are taking a long time, I was of the impression that I would be rebated any rent lost by my not living in that apartment. It's the solution that makes the most sense. After all, when the fire occurred, the contract was bro[redacted]. It was not my fault, nor Miller-Valentine's. But Miller-Valentine insisted that I pay rent even during the 37 days (June 30-August 5) when I didn't occupy any apartment. That is what strikes me as grossly unfair. It appears I will not receive any rent rebate. Maybe the best course of action is small claims court. I will consider my options, but when Miller-Valentine offered me nowhere to live, it seems a rent rebate for those 37 days is the only fair resolution.That said, Ms. [redacted] and Mr. T[redacted] have been very supportive, and I thank them for their help through all of this.

On June 29, 2016 at 5:57p.m., the resident at [redacted] had her son over to her apartment in concern over bed bugs, she did not inform the rental office of this issue, and the son took matters into his own hands and brought in four propane heaters in the apartment to “heat...

out” the bugs. In turn the immense heat set off the building sprinkler system flooding the unit and the downstairs neighbor in [redacted]. The [redacted] fire department was called and the son of Ms. [redacted] promptly moved his mother out. Mr. [redacted] had his items moved over the next few days to another unit that was vacant and said he’d stay with friends. The unit his stuff was being stored in was available to him at all times, it was my understanding he was more comfortable with friends. I was unfortunately on vacation when this happened in another state. I spoke to [redacted], the community manager via phone and she assured me Mr. [redacted] was in good spirits and staying with friends.  I informed [redacted] that Mr. [redacted] could have the vacant unit and she said he wanted his original unit back. This was fine with me; I understand the logistics of moving addresses, etc. so I agreed. I told [redacted] to tell Mr. [redacted], he needs to contact his rental insurance immediately. Upon my returning from vacation I met our claims adjuster July 7th, [redacted]t Residences and viewed both units, neither renter was present or in the building. Both units had already been dried and were in considerably good condition considering what happened. The contractors were lined up within the week and a date had been scheduled with Hayes and Sons of Kokomo to fix our building. August 2nd, Mr. [redacted] contacted me via email asking for a month’s free rent from us, I inquired if he had filed with his renters insurance and he had not. I explained that his renters insurance would cover his rent, damaged items and would in turn recover the funds from the party that caused the damage, Ms. [redacted] and her son. Mr. [redacted] felt Ms. [redacted] had been humiliated enough and was poor and that we were a large company and should pay for it. I explained that wasn’t how the process works; he was very upset by this and has since filed with his insurance company. I assured Mr. [redacted] we would help him along with anything his insurance company needed and again offered the vacant unit his items are already in. This time he accepted and started moving in with the help of our service technician, [redacted].   We have also included a section of the lease that references this concern as well. 13. LESSOR NON-LIABlLITY Lessor shall not be liable for any damage to property or any injury to any person, however occurring, including but not limited to; recreational facilities, by or from gas, electricity, (or stoppage thereof) fire, water, ice, snow, sewerage, or any act of God, etc. Nor shall Lessor be responsible for any injury to the Lessee or any occupant of the dwelling, resulting from any cause whatsoever unless caused by willful conduct of Lessor. Lessor is specifically not responsible for any loss or damage to Lessee’s automobile or their contents or for loss or damage to Lessee’s clothes while using the laundry facilities, or for belongings stolen from the Leased Premises or storage areas. In addition, Lessor is not responsible for food spoilage due to refrigerator malfunctions or electrical failure or for any damage whatsoever caused by a malfunction of any Lessor supplied appliances, fixtures (including but not limited to smoke detectors and fire extinguishers). Lessor is not responsible for interruption of any desired service provided by Lessor when such interruption is outside Lessor’s control or when such interruption is made for improvement of the apartment community. Lessor shall have the right to take possession of abandoned Leased Premises and the Leased Premises may be re-rented without any liability to Lessor whatsoever. Lessor, under no circumstances, promises security or protection. If you have any questions or need additional information, please let me know. Regards, [redacted]VP of Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

A requested the refund, and check #[redacted] was issued to [redacted] on 07/22/2015, but apparently it was sent to her old address and was never forwarded…

[redacted] was contacted this morning, we have received the correct address, and will contact accounting to have them put a Stop-Payment” on the...

old check and issue her a new one.
This should remedy the situation.