Complaint: [redacted] I am rejecting this response because: The assigned apartment was not ready for move-in, as stated by both leasing agents, and now the complex managerI am also not accepted the response made by the business due to the lack of communication (either via phone or email)prior to my arrival at 1:15pm on 7/1/I phone call, text, or email prior to my arrival could have resolved the current issue at hand The amount to be refunded is in regards to utility deposits which were paid prior to 7/1/for the assigned apartment I was meant to move into Regards, [redacted] ***
RE: Complaint ID #: *** Dear Sir or Madam, I am in receipt of the complaint filed by *** *** citing service issues not permitting her to move into an apartment reserved for herWhile we certainly were disappointed that Ms*** chose not to make her new home here with us, she
certainly had the opportunity to do so and was in no way prohibited from doing soShortly prior to Ms***'s arrival to sign her lease and to pick up keys, we did a final walk through on her apartment to ensure we were 100% pleased with the condition of the apartmentIn doing so, we felt as though a couple of small areas of carpet in the living room needed to be readdressed as it seemed like all the soap chemical had not been rinsed as thoroughly as it could have beenThis was limited to just a few small areasSince Ms*** had arrived at our office shortly after this was determined, and the carpet cleaning company was not in our area to remedy this concern for us prior to her moving into the apartment, we felt that it was good business practice to give Ms*** the decision making power in this situationI personally approached Ms*** and informed her that I wanted her to be completely satisfied with our standards and didn't want her to think we had missed something or tried to keep something from herI informed Ms*** of the above-mentioned concerned, but did assure her that the carpet had been cleaned, but we would like to have it redone for herI explicitly informed her that we could do this prior to her moving items into the apartment or we could wait and do them at her convenience after move inI also informed her that the carpct cleaning company could not return to our area for a couple of hours if that helped her with the decisionMs*** decided that she wanted to go ahead and have the carpet redone prior to her move in, and that she wanted us to call her when it had been completedOf course, we also explained to Ms*** that the carpet may be damp for a couple of hours, but we would try to limit that as much as possibleWe also informed her that she could absolutely begin moving items into the garage and other areas not carpetedMs*** declined this offer and said she would just wait, and wanted us to contact her once the carpet had been completedWe absolutely agreed to her requestSeveral attempts to contact Ms*** were made by both our office and our Regional SupervisorWe even offered a $concession off her first month for any inconvenienceMs*** never responded to any calls made to her and failed to return to our office to move in even though many attempts were made for over the course of a couple of daysWhile we certainly understand Ms*** needing to find a home prior to starting her new job, but we do disagree with her account of not being able to vacate on July as requestedShe certainly could have moved in that day either prior to re cleaning of the carpet which would have been rescheduled for another date, or she could have returned and moved in prior to our office closing as she originally choice as her decisionMs*** paid a $application fee which is non-refundable as we incur costs in processing her application to ensure all our residents are approved and meet our qualifying criteriaShe also remitted a $check for her administration feeAs noted on her application for residency, administrative fees are only refundable if the application is not approvedThis was certainly not the case in regards to Ms***However, we do not have record of this check being submitted to the bank for processing, therefore, there is no administrative fee refund to considerUnfortunately, it was Ms***'s decision to cancel her move inShe was in no way prohibited from taking possession of the apartment taken off the market and reserved for herTherefore, no other considerations for compensation are deemed relevant and/or reasonable in this matterThank you for allowing us the opportunity to explain the circumstances that occurred around Ms***'s decision to cancel her move inIf you need any additional information regarding this matter, please feel free to contact me at *** ** *** *** ***
*** ***
Complaint: [redacted]
I am rejecting this response because:
The assigned apartment was not ready for move-in, as stated by both leasing agents, and now the complex manager. I am also not accepted the response made by the business due to the lack of communication (either via phone or email)prior to my arrival at 1:15pm on 7/1/16. I phone call, text, or email prior to my arrival could have resolved the current issue at hand.
The amount to be refunded is in regards to utility deposits which were paid prior to 7/1/16 for the assigned apartment I was meant to move into.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: The assigned apartment was not ready for move-in, as stated by both leasing agents, and now the complex managerI am also not accepted the response made by the business due to the lack of communication (either via phone or email)prior to my arrival at 1:15pm on 7/1/I phone call, text, or email prior to my arrival could have resolved the current issue at hand The amount to be refunded is in regards to utility deposits which were paid prior to 7/1/for the assigned apartment I was meant to move into Regards, [redacted] ***
RE: Complaint ID #: *** Dear Sir or Madam, I am in receipt of the complaint filed by *** *** citing service issues not permitting her to move into an apartment reserved for herWhile we certainly were disappointed that Ms*** chose not to make her new home here with us, she
certainly had the opportunity to do so and was in no way prohibited from doing soShortly prior to Ms***'s arrival to sign her lease and to pick up keys, we did a final walk through on her apartment to ensure we were 100% pleased with the condition of the apartmentIn doing so, we felt as though a couple of small areas of carpet in the living room needed to be readdressed as it seemed like all the soap chemical had not been rinsed as thoroughly as it could have beenThis was limited to just a few small areasSince Ms*** had arrived at our office shortly after this was determined, and the carpet cleaning company was not in our area to remedy this concern for us prior to her moving into the apartment, we felt that it was good business practice to give Ms*** the decision making power in this situationI personally approached Ms*** and informed her that I wanted her to be completely satisfied with our standards and didn't want her to think we had missed something or tried to keep something from herI informed Ms*** of the above-mentioned concerned, but did assure her that the carpet had been cleaned, but we would like to have it redone for herI explicitly informed her that we could do this prior to her moving items into the apartment or we could wait and do them at her convenience after move inI also informed her that the carpct cleaning company could not return to our area for a couple of hours if that helped her with the decisionMs*** decided that she wanted to go ahead and have the carpet redone prior to her move in, and that she wanted us to call her when it had been completedOf course, we also explained to Ms*** that the carpet may be damp for a couple of hours, but we would try to limit that as much as possibleWe also informed her that she could absolutely begin moving items into the garage and other areas not carpetedMs*** declined this offer and said she would just wait, and wanted us to contact her once the carpet had been completedWe absolutely agreed to her requestSeveral attempts to contact Ms*** were made by both our office and our Regional SupervisorWe even offered a $concession off her first month for any inconvenienceMs*** never responded to any calls made to her and failed to return to our office to move in even though many attempts were made for over the course of a couple of daysWhile we certainly understand Ms*** needing to find a home prior to starting her new job, but we do disagree with her account of not being able to vacate on July as requestedShe certainly could have moved in that day either prior to re cleaning of the carpet which would have been rescheduled for another date, or she could have returned and moved in prior to our office closing as she originally choice as her decisionMs*** paid a $application fee which is non-refundable as we incur costs in processing her application to ensure all our residents are approved and meet our qualifying criteriaShe also remitted a $check for her administration feeAs noted on her application for residency, administrative fees are only refundable if the application is not approvedThis was certainly not the case in regards to Ms***However, we do not have record of this check being submitted to the bank for processing, therefore, there is no administrative fee refund to considerUnfortunately, it was Ms***'s decision to cancel her move inShe was in no way prohibited from taking possession of the apartment taken off the market and reserved for herTherefore, no other considerations for compensation are deemed relevant and/or reasonable in this matterThank you for allowing us the opportunity to explain the circumstances that occurred around Ms***'s decision to cancel her move inIf you need any additional information regarding this matter, please feel free to contact me at *** ** *** *** ***
*** ***
Complaint: [redacted]
I am rejecting this response because:
The assigned apartment was not ready for move-in, as stated by both leasing agents, and now the complex manager. I am also not accepted the response made by the business due to the lack of communication (either via phone or email)prior to my arrival at 1:15pm on 7/1/16. I phone call, text, or email prior to my arrival could have resolved the current issue at hand.
The amount to be refunded is in regards to utility deposits which were paid prior to 7/1/16 for the assigned apartment I was meant to move into.
Regards,
[redacted]