Alamo Ranch Apartments regrets that Ms [redacted] is not satisfied with the level of customer service provided to herWe attempt to work with each resident to find a solution when conflicts arise and hope that we may be able to come to an agreement that will work for both parties The conflict initially started over a carport that Ms [redacted] states that she rents but Alamo Ranch has no documentation to support this fact and has not been receiving rent for this carport Alamo Ranch has recently painted the community and the only area the painters were unable to paint was where Ms [redacted] 's personal vehicle was parkedPrior notices had gone out with timeframes for when carports would be painted and Ms [redacted] 's vehicle had not been moved at that time which brought the carport situation to light when we tried to locate the ownerOnce we located the owner of the vehicle being Ms [redacted] , we contacted her about this issue on 10/21/around 5pm and inquired about her renting the spaceWe had reviewed her file to make sure there were no notes about her reserving the carport prior to us contacting her and there were not Ms [redacted] stated that she thought the space was hers and that she was out of town and would not be able to move her vehicle for several daysWe asked her if she had any supporting documentation regarding the carport such as emails, lease documents, the carport hanging tag required to park there, or anything that might help us see what happened to cause the confusion but at the time we spoke she stated she did notWe explained that we had no record of her renting the space and had not been collecting rent on the carport and that we would be happy to have her rent the space but it would be an additional feeWe offered to discount the carport from the original $to $insteadShe was not happy with this but by the end of the conversation agreed that she did want the space and planned to rent itShe made arrangements to come in that Friday to sign the addendums and receive her carport tagAs a courtesy due to the misunderstanding we agreed to not charge her carport rent until the following month, November 1stThe billing was set up at that time in the system On October 22nd, we received an email from Ms [redacted] stating that she had found a payment dated August where she had paid $for her carportUpon reviewing this information we pulled old records (we have recently changed operating systems) and did find this single payment for $but no other payments or charges from September until this happened in October of With this information it is clear that Ms [redacted] was aware that the carport charge was $and also that the office made an error in charging her account for the remainder of the time she has rented the spaceShe did not state that she did not want to go forward with renting the carport at the time of the email I contacted Ms [redacted] back on October 23rd sharing that we had reviewed her file and had not found any indicating documentation that she had rented the carport but that we certainly apologized for any error on our partWe gave her the choice of going forward with renting the carport at a discounted rate of $or discontinuing parking in the carport with no penalty and to please share with the office what she preferred to do She did not come into the office on Friday as arrangedThe following Weds we received notice from the painters that Ms [redacted] had not moved her vehicle and the area still needed to be painted so the assistant manager called her and requested that she move the vehicleMs [redacted] was very combative on the phone and reiterated that she had paid for the carport and the assistant manager did share with her that she had paid for one month the prior year but had not paid for any additional months since then and verified again that she wanted to keep the carport and a discussion was had that she would be charged $per month for the carport starting November 1st I did not receive a response from Ms [redacted] by email until 11/when she stated that she was very upset that her account had been charged for the carportShe also came into the office to discuss the situation with the assistant and stated her unhappiness at being chargedAs soon as the assistant realized that she did not plan to take the carport, the $charge was backed off of her account and further billing was cancelledMy assistant apologized for the misunderstanding as we had understood that she planned to take the carport based on the conversations that were had Again we apologize for any misunderstanding that may have occurred from situations in the past and hope to come to a resolution with Ms [redacted] I have also attached documents for your review to this email including Ms [redacted] 's lease and carport addendum with no carport or rent added, notes from her file when my staff contacted her about the carport and what was discussed, emails between myself and her, her renewal letter, and her acknowledgement in an email that she was aware that $was her base rentMs [redacted] also has access to a resident payment portal that breaks down the rental rates and shows what she is charged for each month by category (rent, water, trash, sewer, etc) Thank you for your time! [redacted]
Alamo Ranch Apartments regrets that Ms. [redacted] is not satisfied with the level of customer service provided to her. We attempt to work with each resident to find a solution when conflicts arise and hope that we may be able to come to an agreement that will work for both...
parties.
The conflict initially started over a carport that Ms. [redacted] states that she rents but Alamo Ranch has no documentation to support this fact and has not been receiving rent for this carport.
Alamo Ranch has recently painted the community and the only area the painters were unable to paint was where Ms. [redacted]'s personal vehicle was parked. Prior notices had gone out with timeframes for when carports would be painted and Ms. [redacted]'s vehicle had not been moved at that time which brought the carport situation to light when we tried to locate the owner. Once we located the owner of the vehicle being Ms. [redacted], we contacted her about this issue on 10/21/14 around 5pm and inquired about her renting the space. We had reviewed her file to make sure there were no notes about her reserving the carport prior to us contacting her and there were not.
Ms. [redacted] stated that she thought the space was hers and that she was out of town and would not be able to move her vehicle for several days. We asked her if she had any supporting documentation regarding the carport such as emails, lease documents, the carport hanging tag required to park there, or anything that might help us see what happened to cause the confusion but at the time we spoke she stated she did not. We explained that we had no record of her renting the space and had not been collecting rent on the carport and that we would be happy to have her rent the space but it would be an additional fee. We offered to discount the carport from the original $35 to $25 instead. She was not happy with this but by the end of the conversation agreed that she did want the space and planned to rent it. She made arrangements to come in that Friday to sign the addendums and receive her carport tag. As a courtesy due to the misunderstanding we agreed to not charge her carport rent until the following month, November 1st. The billing was set up at that time in the system.
On October 22nd, we received an email from Ms. [redacted] stating that she had found a payment dated August 2013 where she had paid $35 for her carport. Upon reviewing this information we pulled old records (we have recently changed operating systems) and did find this single payment for $35 but no other payments or charges from September 2013 until this happened in October of 2014. With this information it is clear that Ms. [redacted] was aware that the carport charge was $35 and also that the office made an error in charging her account for the remainder of the time she has rented the space. She did not state that she did not want to go forward with renting the carport at the time of the email.
I contacted Ms. [redacted] back on October 23rd sharing that we had reviewed her file and had not found any indicating documentation that she had rented the carport but that we certainly apologized for any error on our part. We gave her the choice of going forward with renting the carport at a discounted rate of $25 or discontinuing parking in the carport with no penalty and to please share with the office what she preferred to do.
She did not come into the office on Friday as arranged. The following Weds we received notice from the painters that Ms. [redacted] had not moved her vehicle and the area still needed to be painted so the assistant manager called her and requested that she move the vehicle. Ms. [redacted] was very combative on the phone and reiterated that she had paid for the carport and the assistant manager did share with her that she had paid for one month the prior year but had not paid for any additional months since then and verified again that she wanted to keep the carport and a discussion was had that she would be charged $25 per month for the carport starting November 1st.
I did not receive a response from Ms. [redacted] by email until 11/2 when she stated that she was very upset that her account had been charged for the carport. She also came into the office to discuss the situation with the assistant and stated her unhappiness at being charged. As soon as the assistant realized that she did not plan to take the carport, the $25 charge was backed off of her account and further billing was cancelled. My assistant apologized for the misunderstanding as we had understood that she planned to take the carport based on the conversations that were had.
Again we apologize for any misunderstanding that may have occurred from situations in the past and hope to come to a resolution with Ms. [redacted].
I have also attached documents for your review to this email including Ms. [redacted]'s lease and carport addendum with no carport or rent added, notes from her file when my staff contacted her about the carport and what was discussed, emails between myself and her, her renewal letter, and her acknowledgement in an email that she was aware that $905 was her base rent. Ms. [redacted] also has access to a resident payment portal that breaks down the rental rates and shows what she is charged for each month by category (rent, water, trash, sewer, etc).
Do not lease an apartment with Alamo Ranch Apartments or other MAA owned apartment complexes. The staff contradict and change contract conditions, raise rent prices for anything including: paper billing statement $4 per month and electronic billing statement $0.95 per email. You will not get your security deposit back, in fact they will automatically charge over $1,000 worth of damages when there is minimal or no damage without your knowledge after receiving your forwarding address and send it to collections and your credit report. Anything they can think of to charge for, they will, including general maintenance included costs such as light bulbs (which didn't get replaced), paint, and carpet (which they are supposed to replace anyway for new tenants. They even called a fire marshall to give me a ticket for having an unlit grill on my porch. They did not go over contract details or do a pre-lease walk through inspection. I have proof of carpet damage before I moved in and presented before leaving.
Alamo Ranch Apartments regrets that Ms [redacted] is not satisfied with the level of customer service provided to herWe attempt to work with each resident to find a solution when conflicts arise and hope that we may be able to come to an agreement that will work for both parties The conflict initially started over a carport that Ms [redacted] states that she rents but Alamo Ranch has no documentation to support this fact and has not been receiving rent for this carport Alamo Ranch has recently painted the community and the only area the painters were unable to paint was where Ms [redacted] 's personal vehicle was parkedPrior notices had gone out with timeframes for when carports would be painted and Ms [redacted] 's vehicle had not been moved at that time which brought the carport situation to light when we tried to locate the ownerOnce we located the owner of the vehicle being Ms [redacted] , we contacted her about this issue on 10/21/around 5pm and inquired about her renting the spaceWe had reviewed her file to make sure there were no notes about her reserving the carport prior to us contacting her and there were not Ms [redacted] stated that she thought the space was hers and that she was out of town and would not be able to move her vehicle for several daysWe asked her if she had any supporting documentation regarding the carport such as emails, lease documents, the carport hanging tag required to park there, or anything that might help us see what happened to cause the confusion but at the time we spoke she stated she did notWe explained that we had no record of her renting the space and had not been collecting rent on the carport and that we would be happy to have her rent the space but it would be an additional feeWe offered to discount the carport from the original $to $insteadShe was not happy with this but by the end of the conversation agreed that she did want the space and planned to rent itShe made arrangements to come in that Friday to sign the addendums and receive her carport tagAs a courtesy due to the misunderstanding we agreed to not charge her carport rent until the following month, November 1stThe billing was set up at that time in the system On October 22nd, we received an email from Ms [redacted] stating that she had found a payment dated August where she had paid $for her carportUpon reviewing this information we pulled old records (we have recently changed operating systems) and did find this single payment for $but no other payments or charges from September until this happened in October of With this information it is clear that Ms [redacted] was aware that the carport charge was $and also that the office made an error in charging her account for the remainder of the time she has rented the spaceShe did not state that she did not want to go forward with renting the carport at the time of the email I contacted Ms [redacted] back on October 23rd sharing that we had reviewed her file and had not found any indicating documentation that she had rented the carport but that we certainly apologized for any error on our partWe gave her the choice of going forward with renting the carport at a discounted rate of $or discontinuing parking in the carport with no penalty and to please share with the office what she preferred to do She did not come into the office on Friday as arrangedThe following Weds we received notice from the painters that Ms [redacted] had not moved her vehicle and the area still needed to be painted so the assistant manager called her and requested that she move the vehicleMs [redacted] was very combative on the phone and reiterated that she had paid for the carport and the assistant manager did share with her that she had paid for one month the prior year but had not paid for any additional months since then and verified again that she wanted to keep the carport and a discussion was had that she would be charged $per month for the carport starting November 1st I did not receive a response from Ms [redacted] by email until 11/when she stated that she was very upset that her account had been charged for the carportShe also came into the office to discuss the situation with the assistant and stated her unhappiness at being chargedAs soon as the assistant realized that she did not plan to take the carport, the $charge was backed off of her account and further billing was cancelledMy assistant apologized for the misunderstanding as we had understood that she planned to take the carport based on the conversations that were had Again we apologize for any misunderstanding that may have occurred from situations in the past and hope to come to a resolution with Ms [redacted] I have also attached documents for your review to this email including Ms [redacted] 's lease and carport addendum with no carport or rent added, notes from her file when my staff contacted her about the carport and what was discussed, emails between myself and her, her renewal letter, and her acknowledgement in an email that she was aware that $was her base rentMs [redacted] also has access to a resident payment portal that breaks down the rental rates and shows what she is charged for each month by category (rent, water, trash, sewer, etc) Thank you for your time! [redacted]
Alamo Ranch Apartments regrets that Ms. [redacted] is not satisfied with the level of customer service provided to her. We attempt to work with each resident to find a solution when conflicts arise and hope that we may be able to come to an agreement that will work for both...
parties.
The conflict initially started over a carport that Ms. [redacted] states that she rents but Alamo Ranch has no documentation to support this fact and has not been receiving rent for this carport.
Alamo Ranch has recently painted the community and the only area the painters were unable to paint was where Ms. [redacted]'s personal vehicle was parked. Prior notices had gone out with timeframes for when carports would be painted and Ms. [redacted]'s vehicle had not been moved at that time which brought the carport situation to light when we tried to locate the owner. Once we located the owner of the vehicle being Ms. [redacted], we contacted her about this issue on 10/21/14 around 5pm and inquired about her renting the space. We had reviewed her file to make sure there were no notes about her reserving the carport prior to us contacting her and there were not.
Ms. [redacted] stated that she thought the space was hers and that she was out of town and would not be able to move her vehicle for several days. We asked her if she had any supporting documentation regarding the carport such as emails, lease documents, the carport hanging tag required to park there, or anything that might help us see what happened to cause the confusion but at the time we spoke she stated she did not. We explained that we had no record of her renting the space and had not been collecting rent on the carport and that we would be happy to have her rent the space but it would be an additional fee. We offered to discount the carport from the original $35 to $25 instead. She was not happy with this but by the end of the conversation agreed that she did want the space and planned to rent it. She made arrangements to come in that Friday to sign the addendums and receive her carport tag. As a courtesy due to the misunderstanding we agreed to not charge her carport rent until the following month, November 1st. The billing was set up at that time in the system.
On October 22nd, we received an email from Ms. [redacted] stating that she had found a payment dated August 2013 where she had paid $35 for her carport. Upon reviewing this information we pulled old records (we have recently changed operating systems) and did find this single payment for $35 but no other payments or charges from September 2013 until this happened in October of 2014. With this information it is clear that Ms. [redacted] was aware that the carport charge was $35 and also that the office made an error in charging her account for the remainder of the time she has rented the space. She did not state that she did not want to go forward with renting the carport at the time of the email.
I contacted Ms. [redacted] back on October 23rd sharing that we had reviewed her file and had not found any indicating documentation that she had rented the carport but that we certainly apologized for any error on our part. We gave her the choice of going forward with renting the carport at a discounted rate of $25 or discontinuing parking in the carport with no penalty and to please share with the office what she preferred to do.
She did not come into the office on Friday as arranged. The following Weds we received notice from the painters that Ms. [redacted] had not moved her vehicle and the area still needed to be painted so the assistant manager called her and requested that she move the vehicle. Ms. [redacted] was very combative on the phone and reiterated that she had paid for the carport and the assistant manager did share with her that she had paid for one month the prior year but had not paid for any additional months since then and verified again that she wanted to keep the carport and a discussion was had that she would be charged $25 per month for the carport starting November 1st.
I did not receive a response from Ms. [redacted] by email until 11/2 when she stated that she was very upset that her account had been charged for the carport. She also came into the office to discuss the situation with the assistant and stated her unhappiness at being charged. As soon as the assistant realized that she did not plan to take the carport, the $25 charge was backed off of her account and further billing was cancelled. My assistant apologized for the misunderstanding as we had understood that she planned to take the carport based on the conversations that were had.
Again we apologize for any misunderstanding that may have occurred from situations in the past and hope to come to a resolution with Ms. [redacted].
I have also attached documents for your review to this email including Ms. [redacted]'s lease and carport addendum with no carport or rent added, notes from her file when my staff contacted her about the carport and what was discussed, emails between myself and her, her renewal letter, and her acknowledgement in an email that she was aware that $905 was her base rent. Ms. [redacted] also has access to a resident payment portal that breaks down the rental rates and shows what she is charged for each month by category (rent, water, trash, sewer, etc).
Thank you for your time!
[redacted]
Do not lease an apartment with Alamo Ranch Apartments or other MAA owned apartment complexes. The staff contradict and change contract conditions, raise rent prices for anything including: paper billing statement $4 per month and electronic billing statement $0.95 per email. You will not get your security deposit back, in fact they will automatically charge over $1,000 worth of damages when there is minimal or no damage without your knowledge after receiving your forwarding address and send it to collections and your credit report. Anything they can think of to charge for, they will, including general maintenance included costs such as light bulbs (which didn't get replaced), paint, and carpet (which they are supposed to replace anyway for new tenants. They even called a fire marshall to give me a ticket for having an unlit grill on my porch. They did not go over contract details or do a pre-lease walk through inspection. I have proof of carpet damage before I moved in and presented before leaving.