Acute Property Management LLC

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 meThe property manager did call me and go through my accountMy bill was adjusted from 1400$ to 240$, Im satisfied with the outcomeThank you for your assistance with this matter.Sincerely, [redacted] ***

The security deposit disposition arrived at the post office on 11/and was delivered to the last known address that we had The check that was included did not have the property routing information on it due to a system error in our accounting system This error was not caught by our accountant It was not a fake check, it was just missing the information On November 15th the full security deposit of $1,was returned to the tenant and he has cashed the check on November 20th We deem this matter closed

Initial Business Response / [redacted] (1000, 6, 2015/10/20) */ The full deposit is being refunded to [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was told that two weeks ago and there has been no follow up, no eta, just you'll get it when you get itMy friend even offered to drive to denver to they're office to get it on the 8th and we where told it was on the way downNot acceptable, I want a date on when that is not too much to ask and I believe at this point since it should have not have been cashed in the first place a late fee is in order as I would be as a tenant fined and sent to eviction court Final Business Response / [redacted] (4000, 13, 2015/11/25) */ Deposit of $was refunded via check #on 10/20/Mr [redacted] cashed the check and it cleared our bank on 10/Seems to me case is resolved

Initial Business Response / [redacted] */ As mentioned in the complaint a member of the Acute team took the time to personally hand out notices and parking passe [redacted] all tenantsThe tenants were then allowed a week grace period to come to the office, which is miles away or minute by car, to pick up extra passes [redacted] the tenants needed themThere were many other tenants in the building that took this opportunity There is ample street parking in the area and any tenant that did not have a parking pass [redacted] have easily used this resource to ensure there car was not towedAcute is simply fulfilling the wishes of the ownerHe has asked us to make sure a parking pass [redacted] present in every single car in his lot and that is what we are obliged to do

This problem has been taken care of

Regarding the complaint from [redacted] ***, resident at [redacted] ** in Denver: Utility account erroneously set up for incorrect apartment: It appears that this mistake was made by our companyIt was human error, which can happen when dealing with so many properties, units and tenantsAcute Property Management always diligently tries to correct mistakes by our staff in the most effective and efficient way possibleOnce the mwas cleared up, we reversed all fees off of tenant’s accountThis reversal happened on 12/19/for the amounts of $and $Our system automatically charges fees on any outstanding balanceHowever, we are always willing to work with residents on fees, especially if they are charged in errorUnfortunately, our property management software, ***, will continue to automatically charge late fees until the outstanding amount is resolved one way or the otherWe always have the capability of reversing fees once we are made aware of them, and we did so once the balances were straightened outOn October 5, a notice was posted on every single door of every unit we manage notifying residents that we were switching from [redacted] to [redacted] , with instructions on how to get this service set upEvery single resident received this notice, and we have very few issues with the transfer to the new systemWe posted another reminder notice in early November to assure that everyone was ready and informed about the change, with plenty of time to get the new account set up in [redacted] as the new system went live as of 1/1/2018, a full months after we notified residentsBecause this resident did not follow the instructions on the notice we posted in October and again in November, the payment he made through [redacted] did not post to his account on January As per our policy and the lease signed with Mr***, we issued a 3-Day Demand for Payment to himThis demand is the most effective way to let residents know that for some reason we did not receive their paymentMost residents check their bank balance periodically to make sure that payments they made are debited from their account, but in case that doesn’t happen, we issue the Demand NoticeMr [redacted] requested that we waive the late fees for the month of January because he wasn’t aware of the switch from [redacted] to [redacted] Because we are dedicated to observing Fair Housing guidelines, and because we put out notices to all residents, and because we did not reverse late fees for the few other residents who did not pay on time in January, we were unable to reverse his feesIf we reversed fees for him, we would’ve had to reverse fees for any other resident who paid rent late, per Fair Housing guidelinesWe are a professional Property Management Company with over rental units in the Denver metro area as well as properties in Colorado Springs, Kentucky, New Mexico and OhioWe serve over residents who rent at one of our propertiesMistakes can happen, and the best we can do is our due diligence in researching any issue and then resolving it to the best of our abilityThe issue with the utility company was resolved when we became aware of it, and we dutifully reversed all fees associated with the errorWe notified every single resident of the change in the way they pay rent on-line, and we cannot be responsible it residents ignore the notices or accidentally dispose of a notice without reading itThis is the reason we send out multiple notices and not rely on just one noticeIt’s difficult to believe that not just one, but two notices were not received by Mr [redacted] as the majority of residents did receive them and did their part to assure

Sorry you feel that way A contract is still a contract

Ms [redacted] Security Deposit Disposition was completed on 11/28/and was mailed certified mail to [redacted] *** She was receiving her entire deposit of $1,back A copy of the disposition is attached along with the [redacted] Tracking of her envelope *** shows that the envelope was delivered to the address on 12/4/at 11:a.m We have completed everything according to policy and what happened to the envelope after it was delivered to the address is beyond our control Also, I am the office manager and I handle most legal affairs I have had no message from her regarding this issue Your email notifying me of a complaint is the first I have heard of this issue If you have any questions, please contact me

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 I do not believe their assertion that the check was not fake, but I see no reason to formally dispute it Sincerely, [redacted]

This situation has been taken care of. The "work order" that the tenant put in at move in was actually his move in inspection sheet and does not automatically trigger work to be preformed He needed to call our maintenance department to submit a work order, and he never did that
When he did come in to the office to dispute late charges that were put on his account due to knowingly paying his rent late, we were able to discern the maintenance issues and submit a work order on his behalf That work order was completed within days of it being submitted. The notice fee he is referring to is an automatic fee levied on tenants whom we have to physically take a notice to their unit due to non-payment of rent The real expenses of gas,wages, and billable hours lost due to using our maintenance men to deliver notices all add up to real expenses on Acute The $fee is in reflection to these actual expenses and we do not waive it As the tenant stated we did wave the late fees on his behalf, even though this was the second time that his rent was paid late Per our standard operating procedures we will waive late fees one time during a month period We have now waived them twice in a month period for this particular tenant. In the future no notice charges will ever be levied as long as the tenant pays his rent when it is due per his lease

Hello, Sorry thought you felt like you "got the run around" from the staff members I was not involved with the conversaations, but we do expect all of our staff members to be polite and helpful with every interaction with our clients and tenants. I see that we have mailed your
deposit to your forwarding address on ** *** *** as of 3/30/ You should be receiving it any day now. Let me know if there is anything else we can help you with *** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have found something else so I don't need their business anymore
Sincerely,
*** ***

Management has reached out to the resident and all issues have been resolved

This resident came into our office threatening, cursing, and yelling at the front desk receptionist while other residents and guests were present in the officeSeveral department managers heard the commotion and came out of their offices to assistAt the same time, the regional manager arrived at
the office, without knowing the circumstances, the regional manager asked the resident if she didn’t mind moving her vehicle as she was parked horizontally across the grass and blocking the handicap parking spaceThe resident turned to the regional manager and immediately begin to yell obscenities and became more argumentiveThe regional manager specifically asked her for her address and offered to review the ledger and get some answers for her while she moved her vehicle and calmed downThe resident stormed out the office yelling profanities and several managers decided to step outside in the attempt to speak to her out of the presence of other customersThe regional manager told her that she won’t be able to help her if she doesn’t calm down and stop being disrespectfulThe resident was engaging in name calling and was relentless with her vulgarityThe resident ended up leaving the office without any resolution to her issuesLater review of the residents account showed that the charges the resident was referring to were valid and they were the result of a bounced check from the residentWe attempted to contact the resident but the number we have on file is disconnectedWe welcome the resident to contact or visit the office for more information, as long as she can maintain her composure and be professional about her approach

Acute Property Management is rehabbing the property unit by unit. Therefore when the current rental contracts expire we are not renewing so we can rehab the apartments. Unfortunately you were served a Three Day Notice To Vacate erroneously. We did note your account and
apologize for any inconvenience and for any trouble this may have caused. Thank you, Acute Property Management

Feel free to contact your portfolio manager directly with any complaints about the neighbors you may have *** @ ***@Acuteprop.com The parking lot does not have reserved spots so I apologize if someone is parking in a spot you like but you can park anywhere in that lot I can not
speak for the children playing outside, I can't really make them stay in side during the summer But talk to *** about it, if some of them are going a little overboard with having fun *** can have a word with their parents We do have a bid for the stair repair as well, the project will be getting kicked off in August

I have forwarded this complaint to our maintenance department and will be looking in to why it has taken so long to get your stove fixed We are here to service you and I apologize that we did not meet your needs in this instance I will be looking in to the issues personally

***, I am sorry that your closet door continues to be broken and that you have a foul smell in your apartment I have contacted your *** *** and he will be reaching out to you to work towards a solution to these issues

Final Consumer Response /* (2000, 7, 2015/12/30) */
[redacted] has called, and removed the charge from my account. I consider this case resolved on my end.

The security deposit disposition arrived at the post office on 11/2 and was delivered to the last known address that we had.  The check that was included did not have the property routing information on it due to a system error in our accounting system.  This error was not caught by our...

accountant.   It was not a fake check, it was just missing the information.  On November 15th the full security deposit of $1,025 was returned to the tenant and he has cashed the check on November 20th.  We deem this matter closed.