22 Exchange, LLC

Ms. [redacted], We apologize that you feel we have not provided you with a sufficient solution to your concerns. According to our records, you and your roommate have had several disagreements and have discussed them with our on-site office. In an effort to assist you in finding a compromise with...

your roommate, we sponsored a house meeting. At this meeting, we helped you and your roommate discuss house rules so that you could better live together. In addition, we offered a unit transfer--and even offered to waive the required transfer fee. In these ways, we have gone above-and-beyond to help you. But you agreed to live with a roommate and, unfortunately, living with roommates can often come with disagreements. We hope this helps shed light on our position. Please contact the on-site team with any additional questions or concerns. Best,Aspen Heights

Initial Business Response /* (1000, 8, 2016/04/06) */
(Revdex.com copied from original document. See attached file.)
22 Exchange, LLC. has received the following complaint on 03/28/2016 in regards to Case Number [redacted]. Below is the respond in regards to Mrs. [redacted]'s complaint. -Additional...

documentation attached.
We are sorry to hear that [redacted] has had an unpleasant experience thus far here at 22 Exchange, LLC. Our team does our best to insure that the needs of our residents are handled quickly and respectfully. Unfortunately mistakes do happen and as Mrs. [redacted] states in regards to the check that was misinterpreted - "I can understand how it could have been misread." Our Resident Services Manager reached out to [redacted] on 3/11/2016 (per activity attached) in regards to a delinquent balance in which it was discovered that the check had been misread. The two were in agreement that the check was originally written for the correct amount however through no fault of [redacted]'s, it was coded incorrectly. Therefore, 22 Exchange, LLC. agreed to waive any late charges that were associated with the misread check.
As you can tell per the ledger attached for [redacted] in 3112C, her late fees were in fact charged to the account for several days due to the delinquent amount. Our system does this automatically for any account over $100.00 delinquent - on site employees must manually enter ledgers to reverse charges. Once payment was received, each fee was waived by Keyera M[redacted], Resident Services Manager for 22 Exchange, LLC. coded to Check Dispute Error as agreed between Keyera M[redacted] and [redacted]. As the account stands, there are no late charges beeing applied as Mrs. [redacted] states in her complaint.
In regards to the bill that was near $1000.00 this is due to payment being received after billing measures were taken. 22 Exhcnage, LLC uses a Third Party Utility Service known as Conservice. The prebill comes through our email and is due out on a specific date - this time being Thursday, March 17,2016 (Email attached.) Conservice takes the current account balance at the time then adds any and all electricity overages plus the rental installment in order to properly represent the amount due by the resident. Attached is the billing for [redacted] as she received it in her mail and email specifically stating the charges due. [redacted] had a balance on her $271.90 (before late fee waive as no payment had been received yet) and her current charges were $643.85 equaling the $915.70 bill she received in her email.
As Mrs. [redacted] states, [redacted] handed in the check that Friday, March 18, 2016 after the pre-bill had already been prepared, approved and sent off for billing. The $200.00 was credited to the account on 3/18/2016 and [redacted] requested her account ledger on 03/21/2016 in which the $200.00 was displayed on the account with no late fees attached.
Per the attached Lease Agreement and Lease Addendum that [redacted] signed, Lease Agreement: "Page 6 Section 17. Reletting Charge: There is no early termination clause in this lease." And Lease Addendum: Page 6. Section 28. Replacement of Resident: Effective Date: This Assignment is not effective until the last to occur of (1) Old Resident's payment of the $300.00 Assignment fee, (2) Old Resident move-out; (3) Old Resident is not in default of any obligation under the Lease any outstanding balance on Old Resident's account has been paid with a cashier's check or money order; (4) New Resident's payment of the application fee, and all other applicable fees and deposits; (5) Approval of New Resident's Application and approval of New Guarantor's executed guaranty; and (6) New Resident moves in. Until the Effective Date, Old Resident, and his/her Guarantor remain primarily liable for all terms and conditions of the lease.
22 Exchange, LLC has fulfilled every obligation required in regards to Mrs. [redacted]'s complaint. [redacted] will not be released from her lease agreement in the summer months. She will need to fulfill the financial responsibility through the entire current lease term. Please let us know if you have any further inquiries.
Thank you,
Jessica W[redacted]