Initial Business Response /* (1000, 8, 2015/10/30) */
Contact Name and Title: [redacted] Community Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@eqr.com
Thank you for bringing these concerns to our attention. I have reviewed the complaint and found that there are some inaccuracies in...
the statements made by Ms. [redacted].
1. In the complaint, Ms. [redacted] stated they gave notice on July 28, 2015. Our e-mail records show that the date confirmed in writing for the notice to vacate was given on August 30, 2015. This is also the date that is noted on the Notice of Resident's Intent to Vacate form that she signed and received a copy of.
2. The aforementioned notice to vacate form included the estimated move-out charges that were based upon her initial move-out date of September 20, 2015.
3. A pre-move out-inspection of Ms. [redacted]'s home was completed on 9/15/2015. Ms. [redacted]'s husband, a non-leaseholder, was present for the inspection that she authorized. He signed and acknowledged the work that needed to be completed in order to return the apartment to the condition it was in at move-in, normal wear and tear excepted.
4. Ms. [redacted] further states that she had her own carpet in the apartment. This is not accurate. Residents do not have their own carpet in the apartments. Carpets in the apartment homes are installed by our company's own vendor prior to move-in. If the carpet in an apartment is not new at move-in, then the carpets are professionally cleaned prior to the new move-in.
5. Ms. [redacted] met with me, the Community Manager, in the leasing office, when she signed the aforementioned notice to vacate form. She did not meet with any other leasing office staff as she implies in her complaint.
6. In reviewing Ms. [redacted]'s service request history, we did not find any record or concerns that she made regarding spray paint used on the gas stove nor any reports of anything melting on the gas stove. Only approved products for appliances are utilized within our organization.
7. Ms. [redacted] did report an error on her final statement to us. This error was corrected in our accounting department within approximately 48 hours of it being brought to our attention. A phone call and e-mail were made to Mrs. [redacted] by the Community Manager acknowledging the error and confirming the correction.
Based upon our review, no further changes will be made to her account.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. My comment on gas stove paint was due to it getting burnt once you cook. Never seen that happen before. Perhaps instead of trying to deny it, it would behove them better to improve the quality of paint on the gas stove for future residents especially given the amount of rent they charge.
2. We had our own rugs on top of their carpets in every room.
3. The apartment complex corrected the error on the statement. It was an error of $750. Thanks for that.
4. The whole move out process felt like a "root canal" surgery.
5. Is it possible they can provide pictures/receipts of the bills they charged for $400 - security deposit. And also utility bills for approx $200 or more from 20th through 28th? Receipts for anything that was in addition to the rent?
Thank You,
[redacted]
Initial Business Response /* (1000, 8, 2015/10/30) */
Contact Name and Title: [redacted] Community Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@eqr.com
Thank you for bringing these concerns to our attention. I have reviewed the complaint and found that there are some inaccuracies in...
the statements made by Ms. [redacted].
1. In the complaint, Ms. [redacted] stated they gave notice on July 28, 2015. Our e-mail records show that the date confirmed in writing for the notice to vacate was given on August 30, 2015. This is also the date that is noted on the Notice of Resident's Intent to Vacate form that she signed and received a copy of.
2. The aforementioned notice to vacate form included the estimated move-out charges that were based upon her initial move-out date of September 20, 2015.
3. A pre-move out-inspection of Ms. [redacted]'s home was completed on 9/15/2015. Ms. [redacted]'s husband, a non-leaseholder, was present for the inspection that she authorized. He signed and acknowledged the work that needed to be completed in order to return the apartment to the condition it was in at move-in, normal wear and tear excepted.
4. Ms. [redacted] further states that she had her own carpet in the apartment. This is not accurate. Residents do not have their own carpet in the apartments. Carpets in the apartment homes are installed by our company's own vendor prior to move-in. If the carpet in an apartment is not new at move-in, then the carpets are professionally cleaned prior to the new move-in.
5. Ms. [redacted] met with me, the Community Manager, in the leasing office, when she signed the aforementioned notice to vacate form. She did not meet with any other leasing office staff as she implies in her complaint.
6. In reviewing Ms. [redacted]'s service request history, we did not find any record or concerns that she made regarding spray paint used on the gas stove nor any reports of anything melting on the gas stove. Only approved products for appliances are utilized within our organization.
7. Ms. [redacted] did report an error on her final statement to us. This error was corrected in our accounting department within approximately 48 hours of it being brought to our attention. A phone call and e-mail were made to Mrs. [redacted] by the Community Manager acknowledging the error and confirming the correction.
Based upon our review, no further changes will be made to her account.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. My comment on gas stove paint was due to it getting burnt once you cook. Never seen that happen before. Perhaps instead of trying to deny it, it would behove them better to improve the quality of paint on the gas stove for future residents especially given the amount of rent they charge.
2. We had our own rugs on top of their carpets in every room.
3. The apartment complex corrected the error on the statement. It was an error of $750. Thanks for that.
4. The whole move out process felt like a "root canal" surgery.
5. Is it possible they can provide pictures/receipts of the bills they charged for $400 - security deposit. And also utility bills for approx $200 or more from 20th through 28th? Receipts for anything that was in addition to the rent?
Thank You,
[redacted]