Walnut Ridge Apartments

Ms***, thank you for bringing this to our attentionMs [redacted] is no longer an employee at Case & Associates as of 9/and that hinders our ability to investigate this issueWe do apologize that we can not provide more information but with the time frame we are limited on what we would be able to do to rectify this issue.Case & Associates

Date: February 9, RE: Complaint ID [redacted] This letter is in response to complain ID [redacted] After receiving the complaint, I contacted the resident and spoke to her about her concernsFirst of all, she was speaking to the property manager the entire time, she just had not realized that there had been a change in management and that the previous AsstManager is now the Community DirectorWe reviewed the file together and addressed the concerns that she had with the chargesWe agreed on amount for the carpet charges, I revised her final account statement and she will now be receiving a portion of her security deposit backI believe that we have resolved this complaint to the satisfaction of both parties involvedSincerely, [redacted] Community Director Walnut Ridge Apartments

Ms. [redacted], thank you for bringing this to our attention. Ms. [redacted] is no longer an employee at Case & Associates as of 9/2014 and that hinders our ability to investigate this issue. We do apologize that we can not provide more information but with the time frame we are limited on what we would...

be able to do to rectify this issue.Case & Associates

Date: February 9, 2017 RE: Complaint ID [redacted] This letter is in response to complain ID [redacted]. After receiving the complaint, I contacted the resident and spoke to her about her concerns. First of all, she was speaking to the property manager the entire time, she just had not realized that...

there had been a change in management and that the previous Asst. Manager is now the Community Director. We reviewed the file together and addressed the concerns that she had with the charges. We agreed on amount for the carpet charges, I revised her final account statement and she will now be receiving a portion of her security deposit back. I believe that we have resolved this complaint to the satisfaction of both parties involved. Sincerely, [redacted] Community Director Walnut Ridge Apartments

This company went behind my back and took the lights out of my name and put it in there and for months wouldn't give me any information. I moved in to this apartment complex in November 2013. Policy states that lights are suppose to be in company's name. On my inspection date, my lights were turned off due to non payment of PREVIOUS TENANT of Walnut Ridge. I was told by leasing office to put the lights in my name, I did so and informed company of what I did. In return they told me okay everything would be fine. I started to receive a bill from a third party they use for utility billing. It kept stating Utility Recovery Charge and a specific amount. I went up to the leasing office to address the bill. For months they told me they would look into it and that they would contact me with a resolution. I even provided them with the light bill in my name. Nothing was resolved. 9/10/14 I received an eviction notice stating I hadn't been paying my bills. So I went up to them and was rudely addressed by [redacted] a worker in the leasing office, stating that she didn't have time to look into my dispute even though I had took off of work that morning, and it was a 10 day eviction notice. Finally after putting up with her rude comments about me being evicted because of her employee's incapability to process paper work. I informed her that I wanted corporate number which she told me I didn't need and didn't have. Anyway, me and another coworker of Walnut Ridge sat down and she was willing to help me. I found out that the Office of Walnut Ridge called the Electric company in November of 2013, after I informed them of me switch it into my name. They put the light back in there name without any knowledge to me. So for months they pretended not to notice this change. They swore they didn't know what the charges on my account was for. Nobody wants to take accountability for there mistake and they want me to pay this outstanding balance, with no repercussion to the leasing office for lies and deceit. Desired SettlementI want for them to take accountability for there actions and pay the remaining balance of $650 they have accumulated on my perfect account with progress energy to no fault of my own. It is shameful that a company would take advantage of a single mother for there own enjoyment. I will not stop complaining until something is done about this matter. Business Response Walnut Ridge consistently aims to deliver courteous service to our residents. I was concerned when we received a complaint regarding Ms. [redacted]. Ms. [redacted] as well as Walnut Ridge contacted [redacted] to turn electricity on in a vacant apartment that Ms. [redacted] was scheduled to move into. [redacted] told both Ms. [redacted] as well as the property that initially Ms. [redacted] had electricity cut on in her name but they turned the electricity on in the landlord's account name. Upon turning the electricity on in the landlord's name they cut a check for a deposit and sent it to Ms. [redacted] which she conveniently leaves out of the retelling of this story. Ms. [redacted] cashed the check sent to her from [redacted] while the landlord continued paying the electricity bill and billing Ms. [redacted] for the electricity used by her inside of her apartment. Every month Ms. [redacted] was given letters from the landlord as well as phone calls stating the balance of the electricity charges. In an effort to recover the electricity charges being billed we sent her a letter stating we will begin eviction proceedings should her rent as well as utility charges continue to be delinquent. Ms. [redacted] came into the rental office and sat down with the assistant property manager and was told that she must pay the balance she is owed. The assistant manager was not rude, however Ms. [redacted] was unhappy with the response, so the manager stepped in and called the electricity company [redacted] with Ms. [redacted] in the office. The manager explained to Ms. [redacted] that she has been using electricity and has not paid her utility bills. She did not understand the terminology "Vacant Recovery Charge". The manager explained to her that a "Vacant Recovery Charge" is the landlord billing back the utility bills that have been paid on her behalf. When [redacted] explained this same concept to Ms. [redacted] finally understood, however felt that she should not have to pay because she was not the person that made the mistake. Ms. [redacted] did admit to cashing the check that was sent to her by [redacted] and said that she was going to call the utility commission because she feels she should not pay the bills. Ms. [redacted] went 12 months without paying a utility bill. When she was asked about not receiving any bills, she replied she thought that the Housing Authority was paying the bills for her. Although it was a minor mistake on the part of [redacted], they did open an account for Ms. [redacted] with no deposit required. The landlord and [redacted] agreed to have [redacted] reimburse Walnut Ridge for money paid on behalf of Ms. [redacted] and [redacted] will bill Ms. [redacted] for the electricity used with a long term payment plan, which is something that the landlord cannot offer. While I apologize for the misunderstanding between the parties involved, Ms. [redacted] must take responsibility in paying for the electricity she used.