Acute Property Management LLC

Complaint: [redacted]
I am rejecting this response because:  I seriously doubt that this business is sorry at all. In fact the impression I get from them is that they seem to be proud to believe they can get away with deceiving their tenants just to get themselves in a position to deny the return of a deposit and get an extra months rent. Every action that was taken by this company prior to 2/27/2017 was taken to convince me of a end date on if 2/28/2017. It is not only myself that "feels this way" about Acute Proooerty Management. It appears that every tenant that has live under their management agrees with my estimation of this business. I thought that maybe they would like to try and improve their reputation and maybe their business by doing the right thing, but I guess there's no concern for the actual people who are paying to keep that company a float. I was at that property for three years, almost never made a maintenance call, paid rent early every month and acted as an ideal tenant and guess that must mean nothing to a company that acts as a slum lord. Acute is right when they say a contract is a contract and completely immoral and wrong to not honor the verbal contract of a 12 month lease.  
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

This problem has been taken care of.

Ms. [redacted] Security Deposit Disposition was completed on 11/28/2017 and was mailed certified mail to [redacted] [redacted].  She was receiving her entire deposit of $1,500 back.  A copy of the disposition is attached along with the [redacted] Tracking of her envelope. ...

[redacted] shows that the envelope was delivered to the address on 12/4/17 at 11:06 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.

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 ** all tenants. The tenants were then allowed a 2 week grace period to come to the office, which is 6 miles away or 12...

minute by car, to pick up extra passes ** the tenants needed them. There 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 towed. Acute is simply fulfilling the wishes of the owner. He has asked us to make sure a parking pass ** present in every single car in his lot and that is what we are obliged to do.

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. The property manager did call me and go through my account. My bill was adjusted from 1400$ to 240$, Im satisfied with the outcome. Thank you for your assistance with this matter.Sincerely,
[redacted]

Sorry you feel that way.  A contract is still a contract.

I am very sorry that the unit you wanted was rented before all of your paperwork was in order and at our office.  We are in a very fast moving market and units rent quickly.  It is our policy to rent units on a first come first serve basis that means that a unit is on the market until a...

qualified tenant signs a lease and puts down a security deposit.  We have other units available and [redacted] is constantly showing them.  Just give him a call and I am sure we can find something that suits your needs and your budget!  Your application is valid for 60 days meaning you will not have to pay another application fee.

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 company. It was human error, which can happen when dealing with so many properties, units and...

tenants. Acute Property Management always diligently tries to correct mistakes by our staff in the most effective and efficient way possible. Once the mix-up was cleared up, we reversed all fees off of tenant’s account. This reversal happened on 12/19/17 for the amounts of $15.81 and $18.11. Our system automatically charges fees on any outstanding balance. However, we are always willing to work with residents on fees, especially if they are charged in error. Unfortunately, our property management software, [redacted], will continue to automatically charge late fees until the outstanding amount is resolved one way or the other. We always have the capability of reversing fees once we are made aware of them, and we did so once the balances were straightened out. On 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 up. Every single resident received this notice, and we have very few issues with the transfer to the new system. We 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 3 months after we notified residents. Because 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 1. As per our policy and the lease signed with Mr. [redacted], we issued a 3-Day Demand for Payment to him. This demand is the most effective way to let residents know that for some reason we did not receive their payment. Most 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 Notice. Mr. [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 2 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 fees. If we reversed fees for him, we would’ve had to reverse fees for any other resident who paid rent late, per Fair Housing guidelines. We are a professional Property Management Company with over 1000 rental units in the Denver metro area as well as properties in Colorado Springs, Kentucky, New Mexico and Ohio. We serve over 3000 residents who rent at one of our properties. Mistakes 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 ability. The issue with the utility company was resolved when we became aware of it, and we dutifully reversed all fees associated with the error. We 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 it. This is the reason we send out multiple notices and not rely on just one notice. It’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

I am sorry for the confusion that you have had with your lease.  Unfortunately there are no verbally binding contracts in Real Estate in [redacted].  If a lease was presented to you with an error than it should not had been signed before the error was corrected.  This would go for an...

incorrect rental amount or any other aspect of the lease as well. It is everyone's individual responsibility to look over legally binding contracts when they are presented to them, before they sign them.  I am sure that the leasing administrator that prepared your lease was not attempting to be deceitful in anyway, mistakes happen.  If the lease was returned signed than the admin would have no reason to assume that you did not accept the terms of the lease. It is our policy that a 30 day notice is required in writing at the end of a lease term.  There is nothing in our leases that talks about phone calls or voice messages being a form of a valid 30 day notice.

Tenant was refunded the towing cost via rent credit.  We are under the belief that this matter is closed.

Initial Business Response /* (1000, 6, 2015/10/20) */
The full deposit is being refunded to [redacted]
Initial Consumer Rebuttal /* (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 it. My 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 down. Not 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 /* (4000, 13, 2015/11/25) */
Deposit of $150 was refunded via check #3435 on 10/20/15. Mr. [redacted] cashed the check and it cleared our bank on 10/28. Seems to me case is resolved.

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]