In response to the complaint filed by L [redacted] C***, more specifically one occurrence in which she was locked out of her apartment and the second involving a minor locking himself in the bedroom and contacting maintenance for assistanceIt is our company’s policy that we do not respond to after-hours lock out situationsMaintenance does not have access to confirm the person calling is a lease holding resident or a resident at all and due to liability reasons, we do not provide keys after hoursWe do however provide them with a phone number to the closest locksmith in proximity to our address at the time of move inIn this same Welcome Letter, it also states that we do not perform after hours lock outs The second situation occurred during business hoursWhen the leasing consultant, A [redacted] L [redacted] answered the phone, he was not given the opportunity to finish answering the phone professionally and by company standards before he was met by a very angry, impatient, and rude female voiceThe caller informed him of her 5-year old child being locked in one of the bedrooms of the apartment (no infoof the child was given, as well as no infoas to what bedroom he/she was locked in, or the time they had been in there locked away.) She continued to DEMAND, not ask, that maintenance show up IMMEDIATLEYShe made sure to share that she did not care what needed to happen to get the door unlocked, whether it was climbing on a ladder and coming in through the window, or cared what needed to happen to get maintenance to get there IMMEDIATLEYI keep putting such emphasis on the word "immediately" to help create a picture of the demanding nature and volume of her voice Once A [redacted] was given an opportunity to speak, he responded by saying, "I understand ma'am, and I will do my best-" before he was cut offAt this point, is when she got extremely angry and disrespectful, using choice words to the employee explaining that she didn't need his best, that she hated speaking with him, and that she would like to speak with someone elseA [redacted] informed her that he was by myself (office is staffed with employee on weekend) and no one else was in the office to speak with her His intentions when he said "try my best" was to inform her that unfortunately maintenance was not on property at that time, and that he would try his best to get our emergency on-call maintenance technician to her apartment as soon as possibleIt was at this moment that she hung up the phoneThe employee immediately called our on-call Maintenance Technician, and informed him of what was going on and find out what time frame he could get to the property along with what options he could provide to the residentThey both agreed that the plan was going to be as follows: that he would start heading this way, and meanwhile, A [redacted] would go to the shop to find a spare "key" that is used to lock/unlock the interior door knobs used in all the unitsThere is a key above every door frame in the apartment but just in case they had been moved, he did not want to delay having to go back and get a keyA [redacted] would then head to the apartment to see if he could help, while Matt made his way hereThe phone call between the leasing consultant and the maintenance technician lasted exactly minutesand secondsAs soon as they hung up, A [redacted] called L [redacted] C [redacted] back to let her know he himself was going to come to the apartmentThe phone rang precisely -times, before she answered and immediately informed A [redacted] that she had someone there to solve the situation and that his help was unwantedShe immediately hung up the phoneThis phone call only lasted approximately to sec., in which he was not given the chance to speak In regards to her request to be let out of her lease: L [redacted] has been a resident since July 31, On September 8, she inquired about breaking her leaseOnce she learned she would have to provide a day notice, pay a buyout fee and repay the lease concessions received at move in we did not hear back from herOn November 11, L [redacted] reached back out to us inquire about transferring to a bedroom but due to State Occupancy Standards, there are more occupants than allowed to qualifyL [redacted] is currently on notice to move out on December 19, and per the lease agreement, an early termination of the lease results in a day notice and a lease break fee equal to one months’ rentThere were no discretions in either occurrence displayed by Ardmore At The Park staff to result in deviation from the termination policy set forth in the lease agreement
In response to the complaint filed by L[redacted], more specifically one occurrence in which she was locked out of her apartment and the second involving a minor locking himself in the bedroom and contacting maintenance for assistance. It is our company’s policy that we do not respond to...
after-hours lock out situations. Maintenance does not have access to confirm the person calling is a lease holding resident or a resident at all and due to liability reasons, we do not provide keys after hours. We do however provide them with a phone number to the closest locksmith in proximity to our address at the time of move in. In this same Welcome Letter, it also states that we do not perform after hours lock outs. The second situation occurred during business hours. When the leasing consultant, A[redacted] answered the phone, he was not given the opportunity to finish answering the phone professionally and by company standards before he was met by a very angry, impatient, and rude female voice. The caller informed him of her 5-year old child being locked in one of the bedrooms of the apartment (no info. of the child was given, as well as no info. as to what bedroom he/she was locked in, or the time they had been in there locked away.) She continued to DEMAND, not ask, that maintenance show up IMMEDIATLEY. She made sure to share that she did not care what needed to happen to get the door unlocked, whether it was climbing on a ladder and coming in through the window, or cared what needed to happen to get maintenance to get there IMMEDIATLEY. I keep putting such emphasis on the word "immediately" to help create a picture of the demanding nature and volume of her voice. Once A[redacted] was given an opportunity to speak, he responded by saying, "I understand ma'am, and I will do my best-" before he was cut off. At this point, is when she got extremely angry and disrespectful, using choice words to the employee explaining that she didn't need his best, that she hated speaking with him, and that she would like to speak with someone else. A[redacted] informed her that he was by myself (office is staffed with 1 employee on weekend) and no one else was in the office to speak with her. His intentions when he said "try my best" was to inform her that unfortunately maintenance was not on property at that time, and that he would try his best to get our emergency on-call maintenance technician to her apartment as soon as possible. It was at this moment that she hung up the phone. The employee immediately called our on-call Maintenance Technician, and informed him of what was going on and find out what time frame he could get to the property along with what options he could provide to the resident. They both agreed that the plan was going to be as follows: that he would start heading this way, and meanwhile, A[redacted] would go to the shop to find a spare "key" that is used to lock/unlock the interior door knobs used in all the units. There is a key above every door frame in the apartment but just in case they had been moved, he did not want to delay having to go back and get a key. A[redacted] would then head to the apartment to see if he could help, while Matt made his way here. The phone call between the leasing consultant and the maintenance technician lasted exactly 4 minutes. and 38 seconds. As soon as they hung up, A[redacted] called L[redacted] back to let her know he himself was going to come to the apartment. The phone rang precisely 1 -2 times, before she answered and immediately informed A[redacted] that she had someone there to solve the situation and that his help was unwanted. She immediately hung up the phone. This phone call only lasted approximately 10 to 15 sec., in which he was not given the chance to speak. In regards to her request to be let out of her lease: L[redacted] has been a resident since July 31, 2017. On September 8, 2017 she inquired about breaking her lease. Once she learned she would have to provide a 30 day notice, pay a buyout fee and repay the lease concessions received at move in we did not hear back from her. On November 11, 2017 L[redacted] reached back out to us inquire about transferring to a 1 bedroom but due to State Occupancy Standards, there are more occupants than allowed to qualify. L[redacted] is currently on notice to move out on December 19, 2017 and per the lease agreement, an early termination of the lease results in a 30 day notice and a lease break fee equal to one months’ rent. There were no discretions in either occurrence displayed by Ardmore At The Park staff to result in deviation from the termination policy set forth in the lease agreement.
In response to the complaint filed by L [redacted] C***, more specifically one occurrence in which she was locked out of her apartment and the second involving a minor locking himself in the bedroom and contacting maintenance for assistanceIt is our company’s policy that we do not respond to after-hours lock out situationsMaintenance does not have access to confirm the person calling is a lease holding resident or a resident at all and due to liability reasons, we do not provide keys after hoursWe do however provide them with a phone number to the closest locksmith in proximity to our address at the time of move inIn this same Welcome Letter, it also states that we do not perform after hours lock outs The second situation occurred during business hoursWhen the leasing consultant, A [redacted] L [redacted] answered the phone, he was not given the opportunity to finish answering the phone professionally and by company standards before he was met by a very angry, impatient, and rude female voiceThe caller informed him of her 5-year old child being locked in one of the bedrooms of the apartment (no infoof the child was given, as well as no infoas to what bedroom he/she was locked in, or the time they had been in there locked away.) She continued to DEMAND, not ask, that maintenance show up IMMEDIATLEYShe made sure to share that she did not care what needed to happen to get the door unlocked, whether it was climbing on a ladder and coming in through the window, or cared what needed to happen to get maintenance to get there IMMEDIATLEYI keep putting such emphasis on the word "immediately" to help create a picture of the demanding nature and volume of her voice Once A [redacted] was given an opportunity to speak, he responded by saying, "I understand ma'am, and I will do my best-" before he was cut offAt this point, is when she got extremely angry and disrespectful, using choice words to the employee explaining that she didn't need his best, that she hated speaking with him, and that she would like to speak with someone elseA [redacted] informed her that he was by myself (office is staffed with employee on weekend) and no one else was in the office to speak with her His intentions when he said "try my best" was to inform her that unfortunately maintenance was not on property at that time, and that he would try his best to get our emergency on-call maintenance technician to her apartment as soon as possibleIt was at this moment that she hung up the phoneThe employee immediately called our on-call Maintenance Technician, and informed him of what was going on and find out what time frame he could get to the property along with what options he could provide to the residentThey both agreed that the plan was going to be as follows: that he would start heading this way, and meanwhile, A [redacted] would go to the shop to find a spare "key" that is used to lock/unlock the interior door knobs used in all the unitsThere is a key above every door frame in the apartment but just in case they had been moved, he did not want to delay having to go back and get a keyA [redacted] would then head to the apartment to see if he could help, while Matt made his way hereThe phone call between the leasing consultant and the maintenance technician lasted exactly minutesand secondsAs soon as they hung up, A [redacted] called L [redacted] C [redacted] back to let her know he himself was going to come to the apartmentThe phone rang precisely -times, before she answered and immediately informed A [redacted] that she had someone there to solve the situation and that his help was unwantedShe immediately hung up the phoneThis phone call only lasted approximately to sec., in which he was not given the chance to speak In regards to her request to be let out of her lease: L [redacted] has been a resident since July 31, On September 8, she inquired about breaking her leaseOnce she learned she would have to provide a day notice, pay a buyout fee and repay the lease concessions received at move in we did not hear back from herOn November 11, L [redacted] reached back out to us inquire about transferring to a bedroom but due to State Occupancy Standards, there are more occupants than allowed to qualifyL [redacted] is currently on notice to move out on December 19, and per the lease agreement, an early termination of the lease results in a day notice and a lease break fee equal to one months’ rentThere were no discretions in either occurrence displayed by Ardmore At The Park staff to result in deviation from the termination policy set forth in the lease agreement
In response to the complaint filed by L[redacted], more specifically one occurrence in which she was locked out of her apartment and the second involving a minor locking himself in the bedroom and contacting maintenance for assistance. It is our company’s policy that we do not respond to...
after-hours lock out situations. Maintenance does not have access to confirm the person calling is a lease holding resident or a resident at all and due to liability reasons, we do not provide keys after hours. We do however provide them with a phone number to the closest locksmith in proximity to our address at the time of move in. In this same Welcome Letter, it also states that we do not perform after hours lock outs. The second situation occurred during business hours. When the leasing consultant, A[redacted] answered the phone, he was not given the opportunity to finish answering the phone professionally and by company standards before he was met by a very angry, impatient, and rude female voice. The caller informed him of her 5-year old child being locked in one of the bedrooms of the apartment (no info. of the child was given, as well as no info. as to what bedroom he/she was locked in, or the time they had been in there locked away.) She continued to DEMAND, not ask, that maintenance show up IMMEDIATLEY. She made sure to share that she did not care what needed to happen to get the door unlocked, whether it was climbing on a ladder and coming in through the window, or cared what needed to happen to get maintenance to get there IMMEDIATLEY. I keep putting such emphasis on the word "immediately" to help create a picture of the demanding nature and volume of her voice. Once A[redacted] was given an opportunity to speak, he responded by saying, "I understand ma'am, and I will do my best-" before he was cut off. At this point, is when she got extremely angry and disrespectful, using choice words to the employee explaining that she didn't need his best, that she hated speaking with him, and that she would like to speak with someone else. A[redacted] informed her that he was by myself (office is staffed with 1 employee on weekend) and no one else was in the office to speak with her. His intentions when he said "try my best" was to inform her that unfortunately maintenance was not on property at that time, and that he would try his best to get our emergency on-call maintenance technician to her apartment as soon as possible. It was at this moment that she hung up the phone. The employee immediately called our on-call Maintenance Technician, and informed him of what was going on and find out what time frame he could get to the property along with what options he could provide to the resident. They both agreed that the plan was going to be as follows: that he would start heading this way, and meanwhile, A[redacted] would go to the shop to find a spare "key" that is used to lock/unlock the interior door knobs used in all the units. There is a key above every door frame in the apartment but just in case they had been moved, he did not want to delay having to go back and get a key. A[redacted] would then head to the apartment to see if he could help, while Matt made his way here. The phone call between the leasing consultant and the maintenance technician lasted exactly 4 minutes. and 38 seconds. As soon as they hung up, A[redacted] called L[redacted] back to let her know he himself was going to come to the apartment. The phone rang precisely 1 -2 times, before she answered and immediately informed A[redacted] that she had someone there to solve the situation and that his help was unwanted. She immediately hung up the phone. This phone call only lasted approximately 10 to 15 sec., in which he was not given the chance to speak. In regards to her request to be let out of her lease: L[redacted] has been a resident since July 31, 2017. On September 8, 2017 she inquired about breaking her lease. Once she learned she would have to provide a 30 day notice, pay a buyout fee and repay the lease concessions received at move in we did not hear back from her. On November 11, 2017 L[redacted] reached back out to us inquire about transferring to a 1 bedroom but due to State Occupancy Standards, there are more occupants than allowed to qualify. L[redacted] is currently on notice to move out on December 19, 2017 and per the lease agreement, an early termination of the lease results in a 30 day notice and a lease break fee equal to one months’ rent. There were no discretions in either occurrence displayed by Ardmore At The Park staff to result in deviation from the termination policy set forth in the lease agreement.