Signature Apartments & Townhomes

Response letter attached & all email correspondences are attached.Please feel free to contact me with any questions or concerns.Joan H***Community Manager
Mr*** applied for an apartment on July 18, and paid an application fee of $and a Holding Fee/Administration Fee of
$(Non-refundable) to secure a unit. Kim H*** was the Leasing Agent and gave Mr*** a paper explaining all fees and criteria for applying for an apartment. She also gave Mr*** receipts one for $Application Fee and one for the Holding Fee of $150. The only time a holding fee is returned is if an applicant is denied or cancels within hours of approval
Kim tried to call *** several times and on July 28, 2015, she called him twice and received a voicemail message that said “not accepting calls at this time”. She emailed *** on July 21, and attached the mocost and monthly rent form and I have attached the emails and correspondents for your review
Our property has been 100% occupied for several months and so have our competitors. We only have a Bedroom/Bath model to show and pre-lease all units that are on notice to vacate. We have a 5-Day window to make our vacant units ready and we never show a unit that is not ready.
*** called Kim on July 30, to find out about his total moamount and if the unit was ready. He started yelling at her and making demands about being reimbursed for the holding deposit and told her she will apply it to his mocosts. He continued to put her down and upset her to the point of making her cry. I saw what was happening and ask her to place him on hold as I could hear him yelling. I took the call over and identified myself and said, “Hi *** this is Joan the Community Manager” and he continued yelling and berating Kim to me. I tried explaining the process and the holding fee that he was aware of but he continued to talk over me and yell. I told him we would see him at 4:pm for his move-in. He showed up at 4:pm to moand prior to signing his lease agreement, Kim, ***, and I walked the unit. He began criticizing everything about the apartment from the painting job to the cheap cabinetry and he could do a better jobI explained to him I would have maintenance address his issues in the morning. Kim made a work order to address the issues but he did not give permission to enter.
On Friday night July 31, 2015, *** called the emergency maintenance line and left a few messages demanding maintenance to come fix the painting, bathroom faucet leaking, and door lock. Scott the Maintenance Supervisor advised *** that he would be over on Monday to do the repairs. *** began to yell and demanded someone come over now. Scott asked *** if he could lock his door and he said yes but he felt like anyone could kick the door in. I received a call from Scott about the multiple calls and texts on the emergency maintenance line. I called my Regional Manager and explained the situation to her and let her know I would be going to the property in the morning (Saturday) to deal with the situation. I am normally off on Saturday’s but do to the nature of the situation I needed to be there because Kim was scared of ***. At 9:am, *** called the Office and I answered the phone and he began demanding maintenance come to his apartment to do the touch up paint and fix his door lock. I asked him if his door locked and he said yes but he wanted the split wood to be replaced in the door frame. I explained to him that I would have maintenance look at it on Monday, August 3, and do we have permission to enter and he said yes
On this same day, *** called the office demanding that he receive rent credit for days and that the $holding fee be applied to his rent. Again, I explained to him that we are not going to continue talking about the holding fee and everyone is charged this fee. After I left the Office at 11:am, *** called Kim and starting in on her about the door and holding fee. I contacted my Regional Manager and asked if we could refund *** all his money including the application fee and holding fee because he continued to harass the staff. She said, “Yes” we could refund all his money as long as he surrenders his keys today. Kim called me and I told her to tell *** we will let him out of his lease without any penalties and he will be refunded all his money as long as he returned to keys by 5:pm today (Saturday, 08/01/15). He said he wanted to hear it from the Community Manager to confirm this is true. I called *** back and confirmed that we will let him out of his lease without penalty and refund all monies but keys must be turned in before 5:pm. He said he would return the keys once he received his money and I explained that the process does not work that way. I told him once he turns his keys in, we move him out of the system, and process his final paperwork to be submitted to our corporate office. Once corporate receives the paperwork they will mail him his refund check within business days. He said, “no way….I want it now” and I responded by telling him this is not how we handle move-outs and the offer will be null and void by 5:pm today (August 1, 2015)
*** received a 10-Day Notice for noise violation, cursing in public, and not having his dog on a leash, which is stated in his lease agreement. When *** received the notice he came to the office extremely angry and threw the notice on the leasing desk and said, “What’s this?” and I asked him if he had read the notice. He responded by saying what is this so I read the notice to him and he said this is all a lie and he wasn’t loud and his dog would not bite anyone. Prior to the notice, the office received complaints about *** sitting on the tail bed of his truck and cursing. These were different residents and they did not appreciate the language that went on for over an hour. Another resident called the office about a dog running up to him while he was walking to the fitness center that was not on a leash and he wasn’t sure if he was going to be bite or not. *** confessed to the dog not being on the leash when he goes to work in the morning but denied this happened. Residents here do not make it a habit of complaining on one another
*** was asked to stop harassing the office and maintenance emergency phone line and in his complaint about me is not warranted. The entire staff has witnessed many of ***’s outbursts and this has made everyone uncomfortable. No one should have to be verbally abused and feel fearful of another person’s actions
Best Regards,
Joan H***
Community Manager
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