Aquia Terrace Apartments

Dear [redacted] : This law firm represents the ownership and property management interests (collectively, "Landlord") of Aquia Terrace Apartments (the "Property")Landlord advises that it is in receipt of the Complaint, reference number [redacted] , filed by a former resident at the Property with the Revdex.com ("Revdex.com')I am writing to you on behalf of Landlord to address the concerns raised in the Complaint At the outset, please let me assure you that Landlord treats all of its residents fairly and equally and in accordance with its policies and regulationsLandlord valued the former resident's tenancy at the Property and intends to fully cooperate with Revdex.com's investigation of the former resident's claimsLandlord has reviewed the specific concerns raised in the Complaint and denies any allegations of wrongdoing or unfair treatment of the former residentAs requested by the former resident, please find enclosed (i) a detailed ledger showing all charges and credits posted to the former resident's account, (ii) a Sales Invoice from [redacted] ***dated 7/1/in the amount of $for installation of new carpeting and padding, (iii) a work authorization for [redacted] *** dated June 30, in the amount of $for removal of carpeting and padding and sealing of the sub flooring, (iv) copies of payments remitted to Landlord's contractors for the work completed in the apartment, and (v) photographs of portions of the damaged carpet (color photographs can be supplied upon request) Landlord advises that following Tenant's surrender of possession, Landlord's agent completed a walk-through inspection of the former resident's apartment and found several areas throughout the apartment to be stained with urine from the former resident's dogThe urine stains were heavily saturated into the carpet and padding and appear to have been left untreated for some time creating not only irreparable damage to the carpet and padding but also resulting in the emanation of urine odors that could not be removed or treated through simple cleaningFurthermore, the urine stains were not located in one central location; thus, replacing the carpeting and padding in piecemeal fashion would not have been possibleGiven the condition in which the apartment was surrendered to Landlord, former resident's suggestion of simply cleaning the carpet or replacing only the areas wherein the urine penetrated the carpet and padding was not a viable option The former resident was on notice of his obligations to properly maintain the apartment and Landlord's regulations regarding petsI have enclosed a copy of the Animal Addendum that the former resident executed for reviewSpecifically, Section of the Animal Addendum, Animal Rules, states in pertinent part that "you are prohibited from letting an animal defecate or urinate anywhere on our property." Section of the Animal Addendum, Liability for Damages, Injuries, Cleaning, Etc., goes on to state that "you and all co-residents will be jointly and severally liable for the entire amount of all damages caused by the animal, including all cleaning, defleaing, and deodorizingIf items cannot be satisfactorily cleaned or repaired, you must pay for us to replace them completelyPayment for damages, repairs, cleaning, replacements, etcare due immediately upon demand." Thus, former resident was fully aware of his obligations under the Lease for maintaining the apartment and preventing his dog from urinating in the apartment, and in the event of an accident, promptly cleaning and remedying the stains Landlord permits its residents to be present during post-tenancy walk through inspections and the former resident had the right to be present and to dispute any claimed damages at the time of the walk-through inspectionLandlord has documented the condition of the carpet through its contractors' inspections and work and photographic evidence of the damaged carpet and padding (enclosed herewith)It remains Landlord's position that the condition of the apartment necessarily required replacement of the carpet and padding, expenses for which Landlord validly incurred and paid, and former resident is responsible for reimbursing Landlord for those chargesLandlord remains committed to amicably resolve the former resident's concernsIf Revdex.com or the former resident require further information, please do not hesitate to contact mePlease direct all future correspondence regarding the Complaint to me Sincerely, [redacted] & [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to the letter received from the law office of *** *** * ***:
1-"Landlord complied with the request and processed your transfer in a timely mannerThus, in October 2011..."
I originally requested to move to a lower level unit in November 2010, prior to the first scheduled surgery. Aquia Terrace acknowledges the surgery took place in April 2011, however, prior to that date, two units on the lower level were rented out. When I became aware of the new tenants, I contacted the rental office and inquired why I was not informed of the availability of the units. I was told my request was forgotten, but I would be placed on the list for the next available unit. It was never my intention to climb a flight of eighteen concrete stairs on crutches and a medical boot, which is why I attempted to relocate prior to the surgery. My request was not taken seriously until I complained about falling up the stairs. I did not occupy the lower level unit until October 28, 2011, in between two surgeries on my feet. Both surgeries required long term use of crutches and medical boots. Waiting almost a year to relocate is not a timely manner
2-"Landlord records clearly indicate that you benefitted from Landlord's waiver of $in transfer fees and related charges...:
I have *** a copy of the move out statement dated November 16, 2011, enclosure 1. The only concession noted is $for a recurring renewal. If Aquia Terrace was waiving $in fees as a courtesy to me as a resident, surely they would have made notation of those concessions on the move out statement. It would serve as a receipt for tax purposes and prevent any allegations of over/under charges in the future. As a single mother, receiving $in waived fees would have been a blessing, and I would have sent a thank you card in return. However, as the statement reflects, no such waive of fees ever occurred
The security deposit I made on August 29, is noted on the move out statement and is void of the interest credit that I should have received from the deposit. Even if Aquia Terrace was going to use the interest charges as collateral for any damages, they should have been noted on the move out statement as outlined in the Virginia Residential Landlord and Tenant Act. I asked about the return of the deposit and the credit for interest rates and was told interest rates were not applied on the day of my move. That is in direct contradiction to the law which says interest rates begin from the date of deposit. Please see an *** abbreviation of the law, enclosure 2. The interest rate on my deposit was never credited towards any damages and is still owed to me
3-"You acknowledge in the complaint that Landlord installed a reserved parking space assigned specifically for you at no extra cost or expense upon your request for such accommodation."
My complaint says, "I contacted the management office prior to my first surgery to find out my options for moving to a unit on the ground level and get an assigned parking space." Aquia Terrace acknowledges that I had surgery in April 2011, the assigned parking space was not given until June 2013. I asked repeatedly for over two years and it was not until I contacted a private attorney that the request was honored. It is absurd for Aquia Terrace to imply they were willing to promptly install a space when I sent an email in May 2013, detailing another episode of not having access to parking, enclosure 3. In the email I even included a link to the electronic Federal Regulations, Title 24: Housing and Urban Development, which detailed reasonable accommodations and gave an example identical to the situation I was having with their company, enclosure
The management office responded to the email by stating that if they gave me an assigned parking space, they would have to give assigned parking to the entire complex. I realized that they were in knowledge of the law and adamantly refused to comply with my request for a reasonable accommodation. I contacted a private attorney who, again made the request on my behalf. After receipt of the letter, which Aquia Terrace acknowledges they received on June 13, 2013, they complied with the request, enclosure
4-"Landlord would like to take this opportunity to advise you that your account is in arrears in the amount of $576.00...""Landlord reserves all rights to assess late charges to the $balance carried over from April 2013..."
This is another fabrication of the truth, my rent is paid through February 28, 2014. The $amount Aquia Terrace makes reference to is from a certified money order given to them on December 5, 2012. I paid the rent for December in the amount of $with three certified money orders, two in the amount of $and one in the amount of $235. In May when I went onto the resident website to send a message about the parking situation, I noticed it said I had a balance of $422. I called the management office the next day to inquire about receipt of the email and ask about the balance. I was told they would look into it, as I did not owe in rent. I never received a follow up phone call and I believed the error to have been corrected
However, approximately two weeks after the assigned parking space was installed, in July 2013, I received a call from a male rental agent who stated the $money order had been returned. I pointed out that the money order was a certified fund and I had never heard of one being returned, he then stated that he meant the numbers of the money order had been keyed improperly and it was not processed for payment to my account. I suggested he resubmit it for payment as certified money orders are good for one year. He then stated that the female rental agent who made the deposit had destroyed the money order by placing it through a shredder.
The first notice I received in writing about the $was on February 6, 2014, after I filed a complaint with the Revdex.com. It is unethical to say that a payment I made on time in December is late and even more unethical to charge a late fee on a money order that was destroyed by an employee of Aquia Terrace. I am not responsible for the money order once it is in possession of Aquia Terrace. I did not receive notice of the mismanagement of the money order until July 2013. Furthermore, it is an intimidation tactic to issue a five day notice after I have filed a valid complaint with the Revdex.com. I do not owe $or the $now being used to threaten me out of my home
5-"Landlord hereby offers you the one-time right to immediately terminate the lease without penalty...within seven days of this letter."
In my initial complaint to the Revdex.com I cited that I had already given a move out notification for May 1, 2014. I stated that I wanted an apology from Aquia Terrace and to notify the agency about the experience I had with them as a disabled person. In response they have falsely accused me of being late with rent, lied about promptly responding to my request for accommodation, and threatened to have me removed from my unit. If I had the ability to promptly move, I would have done so when they were at the height of denying my accommodation requests. As a disabled person I have to make arrangements for assistance with moving, which is why I gave the date of May 1, 2014. In the General Allegations section of their letter they state, "Landlord has at all times acted professionally, politely, and in good faith in addressing your concerns as they are raised with management."
It is not polite nor professional to respond to a valid consumer complaint with threats and lies. There are several problems in the response letter I received, but rather than address them all, I digress, as I realize Aquia Terrace will never accept responsibility for they way the have treated me as a disabled tenant. They have resorted to bully tactics by threatening eviction and placing a barrage of notifications on the door to my rental unit. The actions of Aquia Terrace have not been professional, they have caused me physical pain, mental anguish and they have attacked my livelihood as a resident. I hold a security clearance and it is damaging to me professionally to say that I owe a debt that was in fact rendered on time and later destroyed by their own employee.
I ask that the Revdex.com take note of the actions of this company. They have been vagrant in their denial of reasonable accommodations, and when asked to apologize, they respond with throwing lies and accusations that are far from the truth. The letter asks that I contact Aquia Terrace through their representation, so I ask that all notifications, letters and threats be mailed to me at *** *** *** *** *** *** ***. As a single woman leaving notices on my door fingers me as someone who is not home, this can be dangerous. More importantly, a professional company will seek proof of delivery, the postal service is the best form of contact for their notices
Disheartened Disabled American Veteran,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meHowever, I do not understand why they were unwilling to release any of the information previously asked forIt seems they were only willing to work with me once their reputation and business ethics were on the lineIf I'm paying nearly $for anything I think it is fair to see exactly what that money is being used for
Regards,
*** ***

Dear [redacted]:
This law firm represents the ownership and property management interests (collectively, "Landlord") of Aquia Terrace Apartments (the "Property"). Landlord advises that it is in receipt of the Complaint, reference number [redacted], filed by a former resident at the...

Property with the Revdex.com ("Revdex.com'). I am writing to you on behalf of Landlord to address the concerns raised in the Complaint.
At the outset, please let me assure you that Landlord treats all of its residents fairly and equally and in accordance with its policies and regulations. Landlord valued the former resident's tenancy at the Property and intends to fully cooperate with Revdex.com's investigation of the former resident's claims. Landlord has reviewed the specific concerns raised in the Complaint and denies any allegations of wrongdoing or unfair treatment of the former resident. As requested by the former resident, please find enclosed (i) a detailed ledger showing all charges and credits posted to the former resident's account, (ii) a Sales Invoice from [redacted]. dated 7/1/2014 in the amount of $658.36 for installation of new carpeting and padding, (iii) a work authorization for [redacted] dated June 30, 2014 in the amount of $220.00 for removal of carpeting and padding and sealing of the sub flooring, (iv) copies of payments remitted to Landlord's contractors for the work completed in the apartment, and (v) photographs of portions of the damaged carpet (color photographs can be supplied upon request).
Landlord advises that following Tenant's surrender of possession, Landlord's agent completed a walk-through inspection of the former resident's apartment and found several areas throughout the apartment to be stained with urine from the former resident's dog. The urine stains were heavily saturated into the carpet and padding and appear to have been left untreated for some time creating not only irreparable damage to the carpet and padding but also resulting in the emanation of urine odors that could not be removed or treated through simple cleaning. Furthermore, the urine stains were not located in one central location; thus, replacing the carpeting and padding in piecemeal fashion would not have been possible. Given the condition in which the apartment was surrendered to Landlord, former resident's suggestion of simply cleaning the carpet or replacing only the areas wherein the urine penetrated the carpet and padding was not a viable option.
The former resident was on notice of his obligations to properly maintain the apartment and Landlord's regulations regarding pets. I have enclosed a copy of the Animal Addendum that the former resident executed for review. Specifically, Section 11 of the Animal Addendum, Animal Rules, states in pertinent part that "you are prohibited from letting an animal defecate or urinate anywhere on our property." Section 16 of the Animal Addendum, Liability for Damages, Injuries, Cleaning, Etc., goes on to state that "you and all co-residents will be jointly and severally liable for the entire amount of all damages caused by the animal, including all cleaning, defleaing, and deodorizing. . . If items cannot be satisfactorily cleaned or repaired, you must pay for us to replace them completely. Payment for damages, repairs, cleaning, replacements, etc. are due immediately upon demand." Thus, former resident was fully aware of his obligations under the Lease for maintaining the apartment and preventing his dog from urinating in the apartment, and in the event of an accident, promptly cleaning and remedying the stains.
Landlord permits its residents to be present during post-tenancy walk through inspections and the former resident had the right to be present and to dispute any claimed damages at the time of the walk-through inspection. Landlord has documented the condition of the carpet through its contractors' inspections and
work and photographic evidence of the damaged carpet and padding (enclosed herewith). It remains Landlord's position that the condition of the apartment necessarily required replacement of the carpet and padding, expenses for which Landlord validly incurred and paid, and former resident is responsible for reimbursing Landlord for those charges. Landlord remains committed to amicably resolve the former resident's concerns. If Revdex.com or the former resident require further information, please do not hesitate to contact me. Please direct all future correspondence regarding the Complaint to me.
Sincerely,
[redacted] & [redacted]
[redacted] [redacted]

Dear [redacted]:
This law firm represents the ownership and property management interests (collectively, "Landlord") of the above- referenced Premises, which [redacted] leases pursuant to an Apartment Lease Contract dated August 1, 2013 (the "Lease"). Landlord is in receipt of...

the Complaint, reference number [redacted], you filed with the Revdex.com ("Revdex.com"). I am writing to you on behalf of Landlord to address the concerns raised in your complaint.
At the outset, please let me assure you that Landlord values your tenancy at the property, as it does of all of its residents. Landlord has implemented policies and procedures to ensure the fair and equitable treatment of its residents and takes any concerns or allegations regarding unjust conduct towards select residents seriously. To that end, this letter shall accurately address each allegation raised in your Complaint and detail Landlord's policies and responses relating thereto.
Apartment Transfer. In the Complaint, you raised concerns regarding your request to transfer to a first floor apartment in the same building wherein you resided at the commencement of your tenancy. As you state in the Complaint, the decision to transfer to a first floor apartment was entirely your own, and when you made your formal request to transfer to an available first floor apartment, the Premises, Landlord complied with the request and processed your transfer in a timely manner. Thus in October 2011, you executed a Lease for the Premises and commenced residing therein. 
The Complaint goes on to alleged that during the transfer process, Landlord treated you unfairly as a new resident rather than a transferring resident, charged you a new security deposit, and did not provide you with a military discount made available to you when you initially moved to the property. Landlord vigorously denies any claims of inequitable treatment, and in fact, Landlord advises that you received a waiver of several fees associated with your transfer as a courtesy based upon your request to relocate to the Premises for medical reasons. Landlord's transfer policy requires that a resident complete a new application to ensure that the resident qualifies for the new apartment (credit and criminal background checks) and to pay transfer fees, administrative fees and application fees totaling $800.00, all of which Landlord waived for you.
With respect to the additional security deposit, Landlord advised that its policy is to process the security deposit held for the original apartment in accordance with the Lease, and to require remittance of a new security deposit for the new apartment. In this instance, the deposit held for your original apartment was in the amount of $125.00. Pursuant to your lease agreement, Landlord had the right to retain and apply the security deposit to any expenses incurred for repairing the apartment, then toward any unpaid rents, and finally, any remaining balance would be returned to you. Upon inspection of your original apartment at the time of transfer, Landlord found burn marks on the kitchen counters, requiring replacement of the same, and damage to the refrigerator, with the repair costs totaling in excessive of $400.00. Thus, Landlord properly and rightfully applied your original security deposit of $125.00 to the costs and expenses incurred in restoring the original premises, and Landlord was no longer holding any deposit to secure your compliance with the original lease or the new lease executed for the Premises in October 2011. You were further made aware of the application of the security deposit for your original deposit. 
Landlord's policy has been and remains that it must hold a security deposit for all residents to secure their compliance with the Lease, and Landlord was entitled to your remittance of a new security deposit for the Premises in the amount of $250 pursuant to the express terms of the Lease you signed. You have further raised the concern that you did not receive the appropriate military discount is a $125 reduction in the required security deposit (i.e only a $125 security deposit in total), waiver of the application fee ($32) and waiver of a portion of the administrative fees ($100) for a total waiver of $257 in fees for active duty military personnel. Landlord advises that you did receive a wavier of the application fee, a full waiver of the administrative fee, and a full waiver of the transfer fee (not a part of the military discount) for a total of almost $800 in waived fees. Thus, Landlord's waiver of fees was in excessive of $500 more than what you were otherwise entitled to under the military discount. 
Although you have alleged that Landlord treated you unfairly during the transfer process, Landlord's records clearly indicate that you benefited from Landlord's waiver of $800 in transfer fees and related charges as well as Landlord did not require you to pay for the balance of the expenses incurred in restoring your original apartment at the time of move-out, which was all done as a courtesy to you based upon the medical necessity for your transfer to the Premises. 
Parking and Grill. You knowledge in the Complaint that Landlord installed a reserved parking space assigned specially for you at no extra cost or expense upon your request for such accommodation. It remains Landlord's position that all necessary action was taken to comply with your request for a handicap accessible parking space. To the extent that the Complaint does not allege any issue with your current use of the reserved parking space, Landlord shall take no action with respect to this allegation.
Throughout the common areas of the property, Landlord has installed several grills for the use of the residents at the property. At your request and under the direction of the Fire Marshall, Landlord relocated a grill to an area easily accessible by you. The Fire Marshall personally saw that the grill was a standard grill found in parks and recreational areas without a cover and agreed to the location wherein the grill was placed for your use. At no time has the Fire Marshall issued a warning, citation, or other document requiring the removal or relocation of the grill from its current location or the installation of the a grill  from its current location or the installation of a grill cover. Landlord shall comply with any formal notice from the Fire Marshall or other law enforcement agency in the event the grill is deemed to be in violation of applicable local or state law, but until that time, Landlord shall not take any action with respect to the grill at issue in your Complaint. 
Rent. Landlord's standard policy is to enter into a new lease with a resident upon expiration of their prior lease unless the resident chooses to remain month to month or issues a notice to vacate. When a resident signs a lease  for an apartment at the property for the first time, the monthly rent is based upon fair market value. Two separate two bedroom apartments within the property may have a different fair market value based upon the location of the apartment, the amenities provided with the apartment, and any specials being run in a given month. In accordance with industry standards for the calculation of fair market rental rates and renewal rates in residential housing and upon execution of a renewal lease, the monthly rent increases by approximately three (3%) for renewing residents. Landlord has reviewed your records and advises that as of September 2011, your monthly rent for the original apartment was $1,195. When you transferred to the Premises in October 2011 and signed the lease thereof, your monthly rent was $1205, the fair market value for that apartment. As of August 2013, when you executed the current lease for the Premises,  your monthly rent is $1260. Thus, as you can see, over the span of three years your monthly rent has only increased by $75. Landlord has not treated you differently or imposed higher rental increases upon you than it would any other resident and has followed industry standards at all times. 
Your original lease and all subsequent renewal leases, including the current Lease provide that your monthly rent is due on or before the first day of each calendar month with a five day grace period before the imposition of late charges. Landlord is well within its right to file legal action against you or any other resident if rent is not received when due. In reviewing records maintained by the Stafford County General District Court, Landlord filed a Summons for Unlawful Detainer, case number [redacted] on September 14,2012. Such filing date is thirteen days after the past due date for your monthly rent and more than sufficient time for Landlord to file a Summons for Unlawful Detainer. Landlord subsequently marked the default money judgment entered against you as satisfied on October 24, 2012. Landlord's standard practice is to commence litigation against residents whose account remain delinquent for more than five days after receiving notice from Landlord of the delinquency. Landlord's decision to commence legal action against in September 2012 was done solely in accordance with its policies and procedures. Landlord vehemently denies any claim to the contrary. 
Referral fee. Landlord advises that prior to receiving the Complaint. it has not documentation of any request by you for referral fees. The referral program specifically states that a resident must personally request the referral fee, complete a W-9 for tax purposes, and sign a referral document with the new resident in fact induced the new resident to lease an apartment at the property. Because these steps were never taken, Landlord had not way of knowing you may be eligible for referral fees. Landlord in fact encourages its residents to refer prospective tenants to the property and to complete the process to receive the referral fee, which fosters a closer community and positive experiences for all residents.
General Allegations. Again, Landlord has at all times acted professionally, politely, and in good faith in addressing your concerns as they are raised with management. Certain allegations in the Complaint were never before addressed with Landlord's Property Management or Resident Manager and would have easily been resolved had they been advised of your concerns before now. Landlord has and shall continue to timely comply or respond to accommodation requests made by you or any other resident. At this time, Landlord has no record of any outstanding request for an accommodation or modification from you, and requests that you respond in writing if you believe that Landlord has failed to resolve any current issue you are experiencing at the property. Fair Housing Laws require that Landlord treat all residents fairly and impartially, and Landlord's standard policies and procedures ensure equal treatment.
Landlord is disheartened by your allegations and your belief that you have in any way been treated unfairly. Landlord continues to value your tenancy and reaffirms its commitment to providing an enjoyable living experience. In the regard, please understand that Landlord must follow its policies and procedures, and that includes pursuing legal action in the event you breach the terms of your Lease. Landlord understands that its residents sometimes fall on hard times and are placed in situations that prevent them from complying with the terms of their leases; however, to show favoritism towards you over another resident is disservice to all and would be contrary to Landlord's policies. Any request by a resident to be show favoritism or the filing of any complaint by a resident against Landlord because Landlord refused to give preferential treatment to a resident shall result in Landlord taking all appropriate action to protect its interests and the interests of other residents who may be negatively affected.
On a final note, Landlord would like to take this opportunity to advise you that your account is in arrears in the amount of $576.00 through the date of this letter. In or about April 2013, Landlord was unable to process a money order you remitted in the amount of $500.00. After contacting the issuer of the money order, Landlord was advised that it may take up to six months for the money order to be reissued. As a courtesy to you and acting in good faith, Landlord agreed to not charge any late fees on the $500.00 balance nor commence legal action for the $500.00 balance until the new money order could be issued. In December 2013, Landlord followed up with the issuer of the money order and was advised that the $500.00 replacement money order was issued directly to you. Thereafter, Landlord's Property Manager spoke with you directly, at which time you confirmed that you did in fact have the $500.00 money order and would be remitting the same to Landlord with your January 2014 rent payment prior to January 1, 2014 since you would be traveling at the beginning of the month.
Notwithstanding your statements, Landlord did not timely receive your replacement money order for January 2014 rent and contacted you regarding the nonpayment. At that time, Landlord advised you that late charges would be assessed to the January 2014 rent and issued a notice to pay or vacate within five days that was served upon you in the manner expressly required under the Lease and in accordance with Landlord's standard practices. On January 16, 2014, Landlord received a money order in the amount of $1260 for you February 2014 rent. However, you continued to carry an outstanding balance of $576.00 based upon the failure to provide the $500.00 replacement money order and late charges for  January 2014 rent. Please be advised that because you acknowledged receiving the $500 replacement money order in December 2013 an promised to remit the same to Landlord before January 2014, Landlord reserves all rights to assess late charges to the $500 balance carried over from April 2013. Landlord remains agreeable to crediting your account with the $[redacted] money order replacement fee incurred by you in having the money order reissued provided that you show Landlord your receipt from the money order issuer detailing the basis for the imposition of the $15.00 fee and you provide the reissued $500 money order to Landlord.
Landlord expressly reserves all rights with respect to the outstanding balance of your account, including, without limitation, serving you with a notice to pay or vacate within five days and to commence legal action. Any section by Landlord in exercising its right and remedies under the Lease as a result of any breach of default by you is done solely within the confines of the Lease and applicable law. In addition to the foregoing, Landlord advises that it is in receipt of your Notice to Vacate dated January 21, 2014 wherein you state that you shall vacate by May 1, 2014. Please be advised that Landlord accepts your Notice and shall require you to vacate by May 1, 2014 by removing all personal property from the Premises and tendering all keys and access card to Landlord on or before May 1, 2014. You shall remain liable for all rent and additional rent due and owing under the Lease through the date you vacate and surrender possession as well as you shall remain liable for any and all costs and expenses incurred in  repairing and restoring the Premises for re-letting to a successor tenant. You have the right to be present at the move-out  inspection. Please be advised that Landlord shall waive any early termination fees if you timely vacate and surrender possession by May 1, 2014. Your security deposit shall be processed in accordance with the Lease once Landlord retakes possession of the Premises. 
Notwithstanding the foregoing, Landlord hereby offers you the one time right to immediately terminate the Lease without penalty provided that you timely value and surrender possession of the Premises ( by removing all personal property therefrom, tendering all keys thereto to Landlord, and leaving the Premises in broom- clean condition) within 7 days of the date of this letter to remit payment for all rent and additional rent due to owing under the Lease through the date you surrender possession. If you choose to exercise this one time termination right, you must respond in writing to the undersigned counsel within 3 days of the date of this letter. Again, you shall remain liable for all rents and additional rents due through the date you vacate and surrender possession of the Premises and for any damages to the Premises. 
Landlord shall accept any and all payments from you or on you behalf with a full reservation of all rights, including, without limitation, the right to commence legal action based upon any default or breach by you under the Lease and to enforce your Notice to Vacate. Landlord requests that you address all future questions and concerns to the undersigned counsel except in cases of emergency and for repair and maintenance requests, which should be directed to Landlord in accordance with Landlord's notification procedures. You may leave your monthly rental payments in the Dropbox outside of Landlords rental office. All rights of Landlord are expressly reserved. 
Sincerely,
[redacted]

Review: I have been a resident at Aquia Terrace for more than five years. During my tenancy I became disabled as a result of military service. I contacted the management office prior to my first surgery to find out my options for moving to a unit on the ground level and get an assigned parking space. I was told they could only install a disability parking space that would be free to use by anyone with a placard, but one could not be installed solely for my use. I was directed to look at two other buildings that both required navigation of stairs for entry to the lower levels. I opted to stay in my second floor unit until one became available in my building that has ground only access. During my wait, units on the first level went to new tenants. When they moved out, some six months later, I contacted the management office and reminded them about my wait for a ground unit. As part of the move process I was treated as a new/walk on client and required to put down an additional security payment. I pointed out that my previous lease had a military discount that reduced the payment and gave a discount for the first twelve months. I was still active duty and believed I qualified for the same rate. I was basically told to take it or leave it, I had a second surgery scheduled for two months later, was still physically recovering from the first surgery, and had a school aged child so I felt pressured to just submit to being treated what I believed to be unfairly. The disability parking situation became a two year nightmare as another resident began parking in the space. The office did install a second disability space after several months of me complaining about not being able to use the spot. This did not settle the disagreement as the other resident began parking in both spaces. When I realized my condition was not going to improve physically and having a disability parking space was essential to loading my scooter in and out of the vehicle, I contacted an attorney who contacted the management office and a reserved disability spot was installed within ten days. They also installed a ramp to the unit which was built with a step up into it. For an accessible grill area, they installed a cover less grill that had been previously deemed unsuitable by the fire department. They were told to remove it from the back area of the complex. If it was unsuitable in the back, moving it to the front does not make it fire compliant. I pointed this out when they did it, but since I had the much needed parking spot, I dropped the issue. In September 2012, after separating from military service I fell on hard times, and was late with my rent, the [redacted] was making the payment for me, they contacted the management office and told them the check had to come from the corporate office in Indiana, but that the payment was being processed on my behalf. The management office hired an attorney to process eviction proceedings against me on day eight of being late. Having been a resident for close to four years, I thought it was a rush decision, the check from the [redacted] arrived before the court date, I was still forced to pay court fees. This was all the while being denied a parking space. The next month they signed another lease with me, I asked why it was only for nine months, they said it came from the corporate office like that. It meant I paid an annual rental increase in September 2011, my rent was increased again in November 2011, when I finally got a first level unit. I asked why the rate was elevated for a unit of the same size when I had just had an increase, they said it was because I was a walk in/new resident. The rent increased in November 2012 and again in August 2013. During my tenancy, I had referred two separate military members during fee referral promotions, I never received the referral fee, the first time I said forget it, the second time, I called the management office and they insisted the person did not mention me, however, it was a fellow military officer, he did not have a reason to lie about it. I have long since stopped referring people. It has primarily been convenient for me to stay put, as I am from another state and moved to Aquia Terrace as part of a military base referral program, I stayed to keep my daughter in the same school, and had multiple surgeries so moving was not a feasible option. But after another incident that makes me fully acknowledge this lopsided situation I have been in with the management office, I have given my move out date. I am writing Revdex.com in order to make them aware of questionable rental practices and to make known the difficulties I experienced in getting a reasonable disability accommodation as outlined in the fair housing practice guide. I find it hard to believe that a rental agency of their size was not aware of my rights to a parking space. They hired a lawyer in record time to process an eviction against me for a late payment, it's reasonable to assume they would have checked with an attorney when my request was initially made. Instead it was two years of frustration and increased pressure on my feet. Renters beware of a large corporation that constantly looks to cut corners and boldly deny accommodations to disabled clients. The kicker is that the whole time the management office denied me accessible parking, they told me if they gave me a reserved disability spot, they would have to assign parking to the entire complex, what a bunch of boloney! This company needs to be watched.Desired Settlement: For Revdex.com information and a formal apology. When they installed the parking space after two years they should have formally apologized then, they did not. I would like an independent review of the situations I have experienced to hopefully prevent them from happening to other renters. Such as, denying referral credits and not receiving interest rates on security deposits...

Business

Response:

Dear [redacted]:

This law firm represents the ownership and property management interests (collectively, "Landlord") of the above- referenced Premises, which [redacted] leases pursuant to an Apartment Lease Contract dated August 1, 2013 (the "Lease"). Landlord is in receipt of the Complaint, reference number [redacted], you filed with the Revdex.com ("Revdex.com"). I am writing to you on behalf of Landlord to address the concerns raised in your complaint.

At the outset, please let me assure you that Landlord values your tenancy at the property, as it does of all of its residents. Landlord has implemented policies and procedures to ensure the fair and equitable treatment of its residents and takes any concerns or allegations regarding unjust conduct towards select residents seriously. To that end, this letter shall accurately address each allegation raised in your Complaint and detail Landlord's policies and responses relating thereto.

Apartment Transfer. In the Complaint, you raised concerns regarding your request to transfer to a first floor apartment in the same building wherein you resided at the commencement of your tenancy. As you state in the Complaint, the decision to transfer to a first floor apartment was entirely your own, and when you made your formal request to transfer to an available first floor apartment, the Premises, Landlord complied with the request and processed your transfer in a timely manner. Thus in October 2011, you executed a Lease for the Premises and commenced residing therein.

The Complaint goes on to alleged that during the transfer process, Landlord treated you unfairly as a new resident rather than a transferring resident, charged you a new security deposit, and did not provide you with a military discount made available to you when you initially moved to the property. Landlord vigorously denies any claims of inequitable treatment, and in fact, Landlord advises that you received a waiver of several fees associated with your transfer as a courtesy based upon your request to relocate to the Premises for medical reasons. Landlord's transfer policy requires that a resident complete a new application to ensure that the resident qualifies for the new apartment (credit and criminal background checks) and to pay transfer fees, administrative fees and application fees totaling $800.00, all of which Landlord waived for you.

With respect to the additional security deposit, Landlord advised that its policy is to process the security deposit held for the original apartment in accordance with the Lease, and to require remittance of a new security deposit for the new apartment. In this instance, the deposit held for your original apartment was in the amount of $125.00. Pursuant to your lease agreement, Landlord had the right to retain and apply the security deposit to any expenses incurred for repairing the apartment, then toward any unpaid rents, and finally, any remaining balance would be returned to you. Upon inspection of your original apartment at the time of transfer, Landlord found burn marks on the kitchen counters, requiring replacement of the same, and damage to the refrigerator, with the repair costs totaling in excessive of $400.00. Thus, Landlord properly and rightfully applied your original security deposit of $125.00 to the costs and expenses incurred in restoring the original premises, and Landlord was no longer holding any deposit to secure your compliance with the original lease or the new lease executed for the Premises in October 2011. You were further made aware of the application of the security deposit for your original deposit.

Landlord's policy has been and remains that it must hold a security deposit for all residents to secure their compliance with the Lease, and Landlord was entitled to your remittance of a new security deposit for the Premises in the amount of $250 pursuant to the express terms of the Lease you signed. You have further raised the concern that you did not receive the appropriate military discount is a $125 reduction in the required security deposit (i.e only a $125 security deposit in total), waiver of the application fee ($32) and waiver of a portion of the administrative fees ($100) for a total waiver of $257 in fees for active duty military personnel. Landlord advises that you did receive a wavier of the application fee, a full waiver of the administrative fee, and a full waiver of the transfer fee (not a part of the military discount) for a total of almost $800 in waived fees. Thus, Landlord's waiver of fees was in excessive of $500 more than what you were otherwise entitled to under the military discount.

Although you have alleged that Landlord treated you unfairly during the transfer process, Landlord's records clearly indicate that you benefited from Landlord's waiver of $800 in transfer fees and related charges as well as Landlord did not require you to pay for the balance of the expenses incurred in restoring your original apartment at the time of move-out, which was all done as a courtesy to you based upon the medical necessity for your transfer to the Premises.

Parking and Grill. You knowledge in the Complaint that Landlord installed a reserved parking space assigned specially for you at no extra cost or expense upon your request for such accommodation. It remains Landlord's position that all necessary action was taken to comply with your request for a handicap accessible parking space. To the extent that the Complaint does not allege any issue with your current use of the reserved parking space, Landlord shall take no action with respect to this allegation.

Throughout the common areas of the property, Landlord has installed several grills for the use of the residents at the property. At your request and under the direction of the Fire Marshall, Landlord relocated a grill to an area easily accessible by you. The Fire Marshall personally saw that the grill was a standard grill found in parks and recreational areas without a cover and agreed to the location wherein the grill was placed for your use. At no time has the Fire Marshall issued a warning, citation, or other document requiring the removal or relocation of the grill from its current location or the installation of the a grill from its current location or the installation of a grill cover. Landlord shall comply with any formal notice from the Fire Marshall or other law enforcement agency in the event the grill is deemed to be in violation of applicable local or state law, but until that time, Landlord shall not take any action with respect to the grill at issue in your Complaint.

Rent. Landlord's standard policy is to enter into a new lease with a resident upon expiration of their prior lease unless the resident chooses to remain month to month or issues a notice to vacate. When a resident signs a lease for an apartment at the property for the first time, the monthly rent is based upon fair market value. Two separate two bedroom apartments within the property may have a different fair market value based upon the location of the apartment, the amenities provided with the apartment, and any specials being run in a given month. In accordance with industry standards for the calculation of fair market rental rates and renewal rates in residential housing and upon execution of a renewal lease, the monthly rent increases by approximately three (3%) for renewing residents. Landlord has reviewed your records and advises that as of September 2011, your monthly rent for the original apartment was $1,195. When you transferred to the Premises in October 2011 and signed the lease thereof, your monthly rent was $1205, the fair market value for that apartment. As of August 2013, when you executed the current lease for the Premises, your monthly rent is $1260. Thus, as you can see, over the span of three years your monthly rent has only increased by $75. Landlord has not treated you differently or imposed higher rental increases upon you than it would any other resident and has followed industry standards at all times.

Your original lease and all subsequent renewal leases, including the current Lease provide that your monthly rent is due on or before the first day of each calendar month with a five day grace period before the imposition of late charges. Landlord is well within its right to file legal action against you or any other resident if rent is not received when due. In reviewing records maintained by the Stafford County General District Court, Landlord filed a Summons for Unlawful Detainer, case number [redacted] on September 14,2012. Such filing date is thirteen days after the past due date for your monthly rent and more than sufficient time for Landlord to file a Summons for Unlawful Detainer. Landlord subsequently marked the default money judgment entered against you as satisfied on October 24, 2012. Landlord's standard practice is to commence litigation against residents whose account remain delinquent for more than five days after receiving notice from Landlord of the delinquency. Landlord's decision to commence legal action against in September 2012 was done solely in accordance with its policies and procedures. Landlord vehemently denies any claim to the contrary.

Referral fee. Landlord advises that prior to receiving the Complaint. it has not documentation of any request by you for referral fees. The referral program specifically states that a resident must personally request the referral fee, complete a W-9 for tax purposes, and sign a referral document with the new resident in fact induced the new resident to lease an apartment at the property. Because these steps were never taken, Landlord had not way of knowing you may be eligible for referral fees. Landlord in fact encourages its residents to refer prospective tenants to the property and to complete the process to receive the referral fee, which fosters a closer community and positive experiences for all residents.

General Allegations. Again, Landlord has at all times acted professionally, politely, and in good faith in addressing your concerns as they are raised with management. Certain allegations in the Complaint were never before addressed with Landlord's Property Management or Resident Manager and would have easily been resolved had they been advised of your concerns before now. Landlord has and shall continue to timely comply or respond to accommodation requests made by you or any other resident. At this time, Landlord has no record of any outstanding request for an accommodation or modification from you, and requests that you respond in writing if you believe that Landlord has failed to resolve any current issue you are experiencing at the property. Fair Housing Laws require that Landlord treat all residents fairly and impartially, and Landlord's standard policies and procedures ensure equal treatment.

Landlord is disheartened by your allegations and your belief that you have in any way been treated unfairly. Landlord continues to value your tenancy and reaffirms its commitment to providing an enjoyable living experience. In the regard, please understand that Landlord must follow its policies and procedures, and that includes pursuing legal action in the event you breach the terms of your Lease. Landlord understands that its residents sometimes fall on hard times and are placed in situations that prevent them from complying with the terms of their leases; however, to show favoritism towards you over another resident is disservice to all and would be contrary to Landlord's policies. Any request by a resident to be show favoritism or the filing of any complaint by a resident against Landlord because Landlord refused to give preferential treatment to a resident shall result in Landlord taking all appropriate action to protect its interests and the interests of other residents who may be negatively affected.

On a final note, Landlord would like to take this opportunity to advise you that your account is in arrears in the amount of $576.00 through the date of this letter. In or about April 2013, Landlord was unable to process a money order you remitted in the amount of $500.00. After contacting the issuer of the money order, Landlord was advised that it may take up to six months for the money order to be reissued. As a courtesy to you and acting in good faith, Landlord agreed to not charge any late fees on the $500.00 balance nor commence legal action for the $500.00 balance until the new money order could be issued. In December 2013, Landlord followed up with the issuer of the money order and was advised that the $500.00 replacement money order was issued directly to you. Thereafter, Landlord's Property Manager spoke with you directly, at which time you confirmed that you did in fact have the $500.00 money order and would be remitting the same to Landlord with your January 2014 rent payment prior to January 1, 2014 since you would be traveling at the beginning of the month.

Notwithstanding your statements, Landlord did not timely receive your replacement money order for January 2014 rent and contacted you regarding the nonpayment. At that time, Landlord advised you that late charges would be assessed to the January 2014 rent and issued a notice to pay or vacate within five days that was served upon you in the manner expressly required under the Lease and in accordance with Landlord's standard practices. On January 16, 2014, Landlord received a money order in the amount of $1260 for you February 2014 rent. However, you continued to carry an outstanding balance of $576.00 based upon the failure to provide the $500.00 replacement money order and late charges for January 2014 rent. Please be advised that because you acknowledged receiving the $500 replacement money order in December 2013 an promised to remit the same to Landlord before January 2014, Landlord reserves all rights to assess late charges to the $500 balance carried over from April 2013. Landlord remains agreeable to crediting your account with the $[redacted] money order replacement fee incurred by you in having the money order reissued provided that you show Landlord your receipt from the money order issuer detailing the basis for the imposition of the $15.00 fee and you provide the reissued $500 money order to Landlord.

Landlord expressly reserves all rights with respect to the outstanding balance of your account, including, without limitation, serving you with a notice to pay or vacate within five days and to commence legal action. Any section by Landlord in exercising its right and remedies under the Lease as a result of any breach of default by you is done solely within the confines of the Lease and applicable law. In addition to the foregoing, Landlord advises that it is in receipt of your Notice to Vacate dated January 21, 2014 wherein you state that you shall vacate by May 1, 2014. Please be advised that Landlord accepts your Notice and shall require you to vacate by May 1, 2014 by removing all personal property from the Premises and tendering all keys and access card to Landlord on or before May 1, 2014. You shall remain liable for all rent and additional rent due and owing under the Lease through the date you vacate and surrender possession as well as you shall remain liable for any and all costs and expenses incurred in repairing and restoring the Premises for re-letting to a successor tenant. You have the right to be present at the move-out inspection. Please be advised that Landlord shall waive any early termination fees if you timely vacate and surrender possession by May 1, 2014. Your security deposit shall be processed in accordance with the Lease once Landlord retakes possession of the Premises.

Notwithstanding the foregoing, Landlord hereby offers you the one time right to immediately terminate the Lease without penalty provided that you timely value and surrender possession of the Premises ( by removing all personal property therefrom, tendering all keys thereto to Landlord, and leaving the Premises in broom- clean condition) within 7 days of the date of this letter to remit payment for all rent and additional rent due to owing under the Lease through the date you surrender possession. If you choose to exercise this one time termination right, you must respond in writing to the undersigned counsel within 3 days of the date of this letter. Again, you shall remain liable for all rents and additional rents due through the date you vacate and surrender possession of the Premises and for any damages to the Premises.

Landlord shall accept any and all payments from you or on you behalf with a full reservation of all rights, including, without limitation, the right to commence legal action based upon any default or breach by you under the Lease and to enforce your Notice to Vacate. Landlord requests that you address all future questions and concerns to the undersigned counsel except in cases of emergency and for repair and maintenance requests, which should be directed to Landlord in accordance with Landlord's notification procedures. You may leave your monthly rental payments in the Dropbox outside of Landlords rental office. All rights of Landlord are expressly reserved.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to the letter received from the law office of [redacted]:

1-"Landlord complied with the request and processed your transfer in a timely manner. Thus, in October 2011..."

I originally requested to move to a lower level unit in November 2010, prior to the first scheduled surgery. Aquia Terrace acknowledges the surgery took place in April 2011, however, prior to that date, two units on the lower level were rented out. When I became aware of the new tenants, I contacted the rental office and inquired why I was not informed of the availability of the units. I was told my request was forgotten, but I would be placed on the list for the next available unit. It was never my intention to climb a flight of eighteen concrete stairs on crutches and a medical boot, which is why I attempted to relocate prior to the surgery. My request was not taken seriously until I complained about falling up the stairs. I did not occupy the lower level unit until October 28, 2011, in between two surgeries on my feet. Both surgeries required long term use of crutches and medical boots. Waiting almost a year to relocate is not a timely manner.

2-"Landlord records clearly indicate that you benefitted from Landlord's waiver of $800 in transfer fees and related charges...:

I have [redacted] a copy of the move out statement dated November 16, 2011, enclosure 1. The only concession noted is $20 for a recurring renewal. If Aquia Terrace was waiving $800 in fees as a courtesy to me as a resident, surely they would have made notation of those concessions on the move out statement. It would serve as a receipt for tax purposes and prevent any allegations of over/under charges in the future. As a single mother, receiving $800 in waived fees would have been a blessing, and I would have sent a thank you card in return. However, as the statement reflects, no such waive of fees ever occurred.

The security deposit I made on August 29, 2008 is noted on the move out statement and is void of the interest credit that I should have received from the deposit. Even if Aquia Terrace was going to use the interest charges as collateral for any damages, they should have been noted on the move out statement as outlined in the Virginia Residential Landlord and Tenant Act. I asked about the return of the deposit and the credit for interest rates and was told interest rates were not applied on the day of my move. That is in direct contradiction to the law which says interest rates begin from the date of deposit. Please see an [redacted] abbreviation of the law, enclosure 2. The interest rate on my deposit was never credited towards any damages and is still owed to me.

3-"You acknowledge in the complaint that Landlord installed a reserved parking space assigned specifically for you at no extra cost or expense upon your request for such accommodation."

My complaint says, "I contacted the management office prior to my first surgery to find out my options for moving to a unit on the ground level and get an assigned parking space." Aquia Terrace acknowledges that I had surgery in April 2011, the assigned parking space was not given until June 2013. I asked repeatedly for over two years and it was not until I contacted a private attorney that the request was honored. It is absurd for Aquia Terrace to imply they were willing to promptly install a space when I sent an email in May 2013, detailing another episode of not having access to parking, enclosure 3. In the email I even included a link to the electronic Federal Regulations, Title 24: Housing and Urban Development, which detailed reasonable accommodations and gave an example identical to the situation I was having with their company, enclosure 4.

The management office responded to the email by stating that if they gave me an assigned parking space, they would have to give assigned parking to the entire complex. I realized that they were in knowledge of the law and adamantly refused to comply with my request for a reasonable accommodation. I contacted a private attorney who, again made the request on my behalf. After receipt of the letter, which Aquia Terrace acknowledges they received on June 13, 2013, they complied with the request, enclosure 5.

4-"Landlord would like to take this opportunity to advise you that your account is in arrears in the amount of $576.00...""Landlord reserves all rights to assess late charges to the $500.00 balance carried over from April 2013..."

This is another fabrication of the truth, my rent is paid through February 28, 2014. The $500 amount Aquia Terrace makes reference to is from a certified money order given to them on December 5, 2012. I paid the rent for December 2012 in the amount of $1235 with three certified money orders, two in the amount of $500 and one in the amount of $235. In May 2013 when I went onto the resident website to send a message about the parking situation, I noticed it said I had a balance of $422. I called the management office the next day to inquire about receipt of the email and ask about the balance. I was told they would look into it, as I did not owe in rent. I never received a follow up phone call and I believed the error to have been corrected.

However, approximately two weeks after the assigned parking space was installed, in July 2013, I received a call from a male rental agent who stated the $500 money order had been returned. I pointed out that the money order was a certified fund and I had never heard of one being returned, he then stated that he meant the numbers of the money order had been keyed improperly and it was not processed for payment to my account. I suggested he resubmit it for payment as certified money orders are good for one year. He then stated that the female rental agent who made the deposit had destroyed the money order by placing it through a shredder.

The first notice I received in writing about the $500 was on February 6, 2014, after I filed a complaint with the Revdex.com. It is unethical to say that a payment I made on time in December 2012 is late and even more unethical to charge a late fee on a money order that was destroyed by an employee of Aquia Terrace. I am not responsible for the money order once it is in possession of Aquia Terrace. I did not receive notice of the mismanagement of the money order until July 2013. Furthermore, it is an intimidation tactic to issue a five day notice after I have filed a valid complaint with the Revdex.com. I do not owe $500 or the $702 now being used to threaten me out of my home.

5-"Landlord hereby offers you the one-time right to immediately terminate the lease without penalty...within seven days of this letter."

In my initial complaint to the Revdex.com I cited that I had already given a move out notification for May 1, 2014. I stated that I wanted an apology from Aquia Terrace and to notify the agency about the experience I had with them as a disabled person. In response they have falsely accused me of being late with rent, lied about promptly responding to my request for accommodation, and threatened to have me removed from my unit. If I had the ability to promptly move, I would have done so when they were at the height of denying my accommodation requests. As a disabled person I have to make arrangements for assistance with moving, which is why I gave the date of May 1, 2014. In the General Allegations section of their letter they state, "Landlord has at all times acted professionally, politely, and in good faith in addressing your concerns as they are raised with management."

It is not polite nor professional to respond to a valid consumer complaint with threats and lies. There are several problems in the response letter I received, but rather than address them all, I digress, as I realize Aquia Terrace will never accept responsibility for they way the have treated me as a disabled tenant. They have resorted to bully tactics by threatening eviction and placing a barrage of notifications on the door to my rental unit. The actions of Aquia Terrace have not been professional, they have caused me physical pain, mental anguish and they have attacked my livelihood as a resident. I hold a security clearance and it is damaging to me professionally to say that I owe a debt that was in fact rendered on time and later destroyed by their own employee.

I ask that the Revdex.com take note of the actions of this company. They have been vagrant in their denial of reasonable accommodations, and when asked to apologize, they respond with throwing lies and accusations that are far from the truth. The letter asks that I contact Aquia Terrace through their representation, so I ask that all notifications, letters and threats be mailed to me at [redacted]. As a single woman leaving notices on my door fingers me as someone who is not home, this can be dangerous. More importantly, a professional company will seek proof of delivery, the postal service is the best form of contact for their notices.

Disheartened Disabled American Veteran,

Review: At the end of June I received orders to move from [redacted] to [redacted]. Although I had a six month lease which ended at the end of June, Aquia Terrace tried to force me to pay for another months' rent claiming I did not give them a 30 days notice. After explaining to them I signed a six month lease and therefore gave them a six months notice they conceded. However, after moving to California I then received a bill for $660 for damages to the apartment that claimed if it wasn't paid by July 29 it would be reported to a collection agency. They claim that the carpet and pad in the entire apartment had to be replaced along with resealing the entire floor due to accidents my dog had. I know my dog is not perfect, but replacing the entire floor and resealing the entire floor seems drastic. Next, I called Aquia Terrace several times looking for some sort of justification for the charges. The first few calls ended with them telling me the person I needed to talk to was not in. Finally, when I talked to the "right" person they just claimed ignorance to the process. She then told me she would look into it and call me back. I eventually called them back as they failed to call me back. After talking with Aquia Terrace again I realized there was nothing I could do so I asked for proof that they actually did the work via a receipt or invoice for materials and labor. They responded by saying " I'm not sure they even did the whole floor" and when asked for a receipt or invoice they said "I don't think we can do that".Desired Settlement: Simply put, I wish to see proof. I desire an explanation of why they had to replace the entire floor, why resealing the accident areas instead of the whole floor was not an option, why professional carpet cleaning was not an option, and most importantly proof of work and expenses of $660. Without some sort of check and balance they are free to charge what ever they want, the expenses put upon the tenants based solely on their word. If they can not or will not give/show proof then I wish to be reimbursed for the expenses I was forced to pay.

Business

Response:

Dear [redacted]:

This law firm represents the ownership and property management interests (collectively, "Landlord") of Aquia Terrace Apartments (the "Property"). Landlord advises that it is in receipt of the Complaint, reference number [redacted], filed by a former resident at the Property with the Revdex.com ("Revdex.com'). I am writing to you on behalf of Landlord to address the concerns raised in the Complaint.

At the outset, please let me assure you that Landlord treats all of its residents fairly and equally and in accordance with its policies and regulations. Landlord valued the former resident's tenancy at the Property and intends to fully cooperate with Revdex.com's investigation of the former resident's claims. Landlord has reviewed the specific concerns raised in the Complaint and denies any allegations of wrongdoing or unfair treatment of the former resident. As requested by the former resident, please find enclosed (i) a detailed ledger showing all charges and credits posted to the former resident's account, (ii) a Sales Invoice from [redacted]. dated 7/1/2014 in the amount of $658.36 for installation of new carpeting and padding, (iii) a work authorization for [redacted] dated June 30, 2014 in the amount of $220.00 for removal of carpeting and padding and sealing of the sub flooring, (iv) copies of payments remitted to Landlord's contractors for the work completed in the apartment, and (v) photographs of portions of the damaged carpet (color photographs can be supplied upon request).

Landlord advises that following Tenant's surrender of possession, Landlord's agent completed a walk-through inspection of the former resident's apartment and found several areas throughout the apartment to be stained with urine from the former resident's dog. The urine stains were heavily saturated into the carpet and padding and appear to have been left untreated for some time creating not only irreparable damage to the carpet and padding but also resulting in the emanation of urine odors that could not be removed or treated through simple cleaning. Furthermore, the urine stains were not located in one central location; thus, replacing the carpeting and padding in piecemeal fashion would not have been possible. Given the condition in which the apartment was surrendered to Landlord, former resident's suggestion of simply cleaning the carpet or replacing only the areas wherein the urine penetrated the carpet and padding was not a viable option.

The former resident was on notice of his obligations to properly maintain the apartment and Landlord's regulations regarding pets. I have enclosed a copy of the Animal Addendum that the former resident executed for review. Specifically, Section 11 of the Animal Addendum, Animal Rules, states in pertinent part that "you are prohibited from letting an animal defecate or urinate anywhere on our property." Section 16 of the Animal Addendum, Liability for Damages, Injuries, Cleaning, Etc., goes on to state that "you and all co-residents will be jointly and severally liable for the entire amount of all damages caused by the animal, including all cleaning, defleaing, and deodorizing. . . If items cannot be satisfactorily cleaned or repaired, you must pay for us to replace them completely. Payment for damages, repairs, cleaning, replacements, etc. are due immediately upon demand." Thus, former resident was fully aware of his obligations under the Lease for maintaining the apartment and preventing his dog from urinating in the apartment, and in the event of an accident, promptly cleaning and remedying the stains.

Landlord permits its residents to be present during post-tenancy walk through inspections and the former resident had the right to be present and to dispute any claimed damages at the time of the walk-through inspection. Landlord has documented the condition of the carpet through its contractors' inspections and

work and photographic evidence of the damaged carpet and padding (enclosed herewith). It remains Landlord's position that the condition of the apartment necessarily required replacement of the carpet and padding, expenses for which Landlord validly incurred and paid, and former resident is responsible for reimbursing Landlord for those charges. Landlord remains committed to amicably resolve the former resident's concerns. If Revdex.com or the former resident require further information, please do not hesitate to contact me. Please direct all future correspondence regarding the Complaint to me.

Sincerely,

[redacted] & [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, I do not understand why they were unwilling to release any of the information previously asked for. It seems they were only willing to work with me once their reputation and business ethics were on the line. If I'm paying nearly $700 for anything I think it is fair to see exactly what that money is being used for.

Regards,