Aspen Heights

We have assessed the damages in your unit and compared them to the Unit Condition Form that was turned in by [redacted] after the modate of August 11, No damages were documented on the Unit Condition Form, therefore, we have proceeded to charge for the aforementioned damagesTo dispute your charges, please provide documentation of damages with dated photosThank you

[redacted] , Thank you for following up on this and for your patienceI just received word from our accounting department that the check we issued was deposited and cleared the bank on 11/14/So, this complaint should be resolvedBest, [redacted] LEGAL INTERNSCapital of TX Hwy, Suite B201Austin, TX [redacted] ahpliving.com

We are uncertain how to respond to this response If our tenants return all wrist bands, they would not be charged a fee for the loss of them We disclose in the Lease that lost wristbands, among other things, will subject tenants to additional charges As this was contracted to, we see no basis for a dispute Thank you

Ms [redacted] , We are sorry to hear that you are unhappy with our customer serviceAs our on-site management team and the regional manager for the property have already discussed with you, these charges are related to damages found during the move-out inspection of your unitOur team walks each unit upon move-out and documents all damages with picturesThese pictures are then referenced against the mocondition report completed and submitted by you upon your move-inPer your request, we provided you with these pictures and, further, compared these damages with the move-out inspection reports from the previous tenantCombined, these methods give us clear documentation of the damages specific to you (and your roommates)Given these damages, your account was charged in accordance with your Resident HandbookThese charges are detailed in your move-out statement already provided to youIn refernece to your rent concern, your account was charged the monthly rental amount stipulated in your leaseIn fact, you were discounted $10/month from the market unit rental price.Again, we apologize that you are not satisfied with our response to your concern, but these documented damages will remain due per your leasePlease direct any further questions or concerns to the on-site team, as they are most apt to assist youBest, Aspen Heights

Ms [redacted] We apologize you feel our team has not effectively responded to your concernsAspen Heights is committed to providing consistent world-class customer serviceWe have followed our policies and procedure regarding residents moving outHowever, if you believe any charges are invalid, we welcome the opportunity to discuss this matter further with the resident to better understand their concernsThe team in San Marcos has prevously reached out to your son regarding this matter and will be reaching out to you shortly, please direct any additional concerns to themBest, Aspen Heights

Complaint: [redacted] I am rejecting this response because: I called them to let them know I wasn't gonna be able to move in just like we agreed the manager and I a month or two before move in dateI'm not just realizing anything I have tried calling them numerous times and I don't understand how I get told that they will hold on to something and to let them know if I will or will not be moving in and I do exactly that and and it get swept under the rugI was told it would not get put through if I called back and told them I wasn't able to move in after I already told them I may be moving away because of work, why would you put it through anyways if you didn't hear anything from me just to screw me and if I didn't finish filling out paper work then lease isn't even completeThis need to be fixed I've been trying to get a hold of corporate for years even after I found out they put it through when I said I wasn't going to move in like we agreed Im Regards, [redacted] ***

[redacted] All charges and fees are clearly stated in the lease the resident signsUtility charges will vary due to each individuals home usageAll homes are induvidually metered for electricity and water/sewerWe cannot give them amounts for those fees since it is based on usageEach person has a running ledger when they live at Aspen Heights and all charges are clearly stated on that ledger We are a housing community that caters to the college student population and they rent a room in the house and share common spacesIf the resident does not already have a roommate to sign for a vacant space in the house we place another resident in the vacant spaceWe do our best to roommate match but that is entirely based on the "About Me" information that the resident provides upon signing the lease All residents are informed of any management entry before the event takes placeWe have quarterly inspections for every home and every resident is informed of this inspection prioer to the date it takes placeIf another resident in the home has submitted a service request for repair, we are given permission to enter to make those repairs All move out charges are recorded with pictures to document the damage and there is a process in place to dispute any chargesThe entire property moves out on the same day and when we have that many move outs simultaneously it is not possible to personally respond to each oneOnce they email the address provided we respond in the order we receive the responses [redacted] | General ManagerAspen Heights | [redacted] Office: [redacted] [redacted]

Hello! I'm happy to respond to this complaint We have pictures showing that the carpets needed to be cleanedThey were not shadowsI inspected this unit myselfI understand that it is frustrating to carpet clean a room and then have to pay again, so we won't charge a tenant if they provide documentation (invoice) from a professional carpet cleaning company that the unit was carpet cleaned upon move out [redacted] is a recommended vendor, and they are still in businessWith an invoice from them stating that the carpet was cleaned, I truly am more than happy to waive the cleaning fee we incurredWe simply can't waive a fee without an invoiceWe must treat everyone the sameI would recommend reaching out to [redacted] againI have spoken to [redacted] in the past and this was one of my interaction via emailWe are happy to discuss charges, and we are happy to go over picturesWe value our residents, past and current and we are committed to being fairMy name is Kristy B***, and I'm the GM here at Aspen HeightsYou are absolutely right that you shouldn't pay for anything that was already present or that wasn't necessaryI do not see pictures that justify the paint charges, so I'm taking them offOur inspectors were under the impression that the house was smoked in, so we full painted the whole house As far as the carpet cleaning charges, the pictures do justify carpet cleaningPlease send all receipts of professional cleaning and I'll consider the situation, but it does appear that professional cleaning was necessaryPictures attached I am also leaving the charges on for the microwave repair which is $per person to replace the handleYour new statement has been sentYour charges are due by Sept30th, 2016, and you can pay on the portalYour total is now $ Thank you for the opportunity to review your statementBest of luck to you [redacted] Kristy B***

Ms [redacted] , We apologize that you feel we did not adequately respond to your situationAs you are aware, your lease requires late fees if you have not cleared your balance by the 3rd of each month As a one-time courtesy, the site team offered to waive your late fees if you cleared your balance that same day; as you did not do so, those late fees were not removedRegarding the $payment, that payment was made by the prospective tenant attempting to reassign your lease and, as such, that payment is correctly applied to his accountYour lease also enumerates the requirements for a reassignmentAny auxiliary agreement between you and the prospective reassignee is just that and does not affect your duties and obligations under your lease with [redacted] The fees currently on your account are simply the fees required by your leaseThe on-site team has already reached out to you with this informationPlease direct any future questions or concerns to the on-site team, as they will be most apt to assist youBest, Aspen Heights on behalf of [redacted]

Aspen Heights Corpus Christi [redacted] Corpus Christi, TX May 4, Re: Revdex.com Complaint ID: [redacted] ( [redacted] ) Customer entered into a lease agreement with Aspen Heights using our online portalThe customer selects the term in which they would like to reside In our community along with other optionsTheir hand selected options are then generated into a lease documentOur system requires that each page of the lease document are reviewed and initialedLease dates are populated on page and page of the document, giving the signer two opportunities to reviewIn this case, customer selected his/her lease dates, reviewed arid initialed twice, and electronically signed the lease contractThe contract can be uploaded as a PDF or printedThe contract signed is indeed the contract on file in our office and has not been altered in any way to warrant a "bait and switch" accusationFurthermore, a request has not been made to "void" this contractIn the event that a resident or future resident is unable to fulfill the terms of the lease contract, we offer a reassignment option which furnishes the opportunity to transfer the lease from one party to anotherLastly, we can confirm that based on our current promotion, the initial administrative fee has been waived allowing the customer to accept a lease offer without submitting a paymentAspen Heights is happy to help navigate the reassignment process if the customer has determined that it is no longer in his/her best interest to move forward with occupancy [redacted] - General Manager

Ms [redacted] , We apologize you feel we did not adequately address your concernsAs the on-site team has discussed with you, your application for residency was deniedAs you application was denied, you do not have a lease with AveryYou may, however, still owe an application processing feePlease contact your leasing office for details on your denied application, application fees owed (if any), and any other questions you may haveBest, Aspen Heights on behalf of Avery Fresno

Complaint: [redacted] I am rejecting this response because:To whom it may concern,I am displeased with your companies ability to communicateI contacted my property manager as well as the corporate office multiple times over this incident and received no responseIt wasn’t until after I filed my complaint with the Revdex.com that I finally received some acknowledgementI have stated multiple times that during a meeting with the property manager, it was stated that my dog was not the one showing aggressionI complied with your request and removed my dog from the propertyHowever, I do not have to considering she is a certified emotional support dogDue to your lack of response initially, I was unable to express thatIf your decision to keep my dog removed from the property is final, I need to be released of my lease Regards, [redacted]

We are happy to respond to this complaint Our move out charges are listed in the resident handbook which is available to residents on their portal or in the clubhouseWe do not charge for wear and tearWe do however, charge to return the unit to original condition minus wear and tearWe only replace carpet if necessary, because it is labor intensive and expensiveWe welcome all residents to discuss all move out charges with us and we offer pictures of every single thing we charge forIf we don't have a picture that suitably shows the need for the vendor service, then we don't charge itWe do not charge $for picking hair from a drawerThe pictures may though have shown that the room was not adequatley cleanedWe do have to pay vendors quite a bit to clean homes that needed cleaning, or clean carpets or paintWe encourage residents to call around to get paint, carpet cleaning and cleaning pricing and they will find that the prices are fairWe value our residents and we are committed to being fairIf there is a dispute about a Final Move Out Statement, we are happy to discuss itWe ask all residents to reach out to our staff, and we're happy to show pictures and discussIn this particular case, we did receive a receipt for a [redacted] rentalThis is a great effort and we appreciate itIt is not a professional cleaner though, and the carpet that was replaced was not sufficiently cleanedThis is common if carpet is not cleaned regularly through out the leaseOr, there may have been other factors contributing to the poor condition of the carpet in the bedroom We are more than happy to again review all pictures with the resident if that would be beneficialWe simply charge for work needed minus wear and tearI think the fact that we charge $security deposit does make it more difficult to accept move out charges on the back endMany rental agreements require a hefty deposit for this very reason Thank you for the opportunity to respondBest,Aspen Heights Fort Collins

The consumer signed a lease Everything we have is online We switched to paper leasing while we were switching to a new type software Our leasing was online the time [redacted] signed We invited them to e-sign the document The company we use does everything for us The customers go in and sign their names and there is an authorization code they must enter They were not evicted and never moved in however, they did sign a lease We have a hour cancellation period on our leases, but we have nothing on this particular case

I met with this resident on 2/9/I am the GM of the property and I thought we left on a good noteI explained that I spoke with the City of Columbia utility department and citywide they saw an increase in utility bills of 10-20% so the high bill is not Aspen-specificThe extremely cold temperatures are the reason for the higher than billThe billing cycle was over a period of days and of those day the high temperature did not get above the freezing mark of those daysThat is significant and we saw record low temperatures during those timesThe cold weather, the large house and the fact that there were only two roommates living there for this cycle is why the bill was higherI offered for our Maintenance Supervisor to come and visit with them to see if there are any areas that he could help with or suggestions to help save them money on their utilities and she turned down my offerI also offered to help her print the PDF file of the City of Columbia bill from her [redacted] portal so that she could actually see the usage and I could help explain, she also turned that downI assured her that I would pass along her feedback to my supervisor, which I have doneWe cannot offer compensation for this billThe bill is strictly based on the utility usage in the house for the period of timeI appreciate the honest feedback and if I can do anything else to help please let me know.?

Initial Business Response / [redacted] (1000, 10, 2015/12/29) */ ***, we are sorry to hear about your concerns while living with usWe understand that it was important to you to be let out of your lease, and since you posted these comments, we have worked with you to complete the lease reassignment process and release you from your leaseWe certainly understand and respect your need for privacy, however there are times where it is imperative that a staff member or vendor enter a unit for maintenance and/or emergency repairsWe always do our best to notify the residents in advance of such instances, however as the landlord, there are situations where we simply cannot wait on your permission to repair, inspect, or tend to items in the homesWe do know your apartment was exceptionally clean, and we thank you for thatWe hope you enjoyed the small gift we left for you as a token of our appreciation of your clean homeUltimately, we are just glad that your stay at Aspen ended amicablyWe are glad you were able to find someone to take over your lease, as that was your primary goalWe wish you all the best in the future! Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] All charges and fees are clearly stated in the lease the resident signsUtility charges will vary due to each individuals home usageAll homes are induvidually metered for electricity and water/sewerWe cannot give them amounts for those fees since it is based on usageEach person has a running ledger when they live at Aspen Heights and all charges are clearly stated on that ledger We are a housing community that caters to the college student population and they rent a room in the house and share common spacesIf the resident does not already have a roommate to sign for a vacant space in the house we place another resident in the vacant spaceWe do our best to roommate match but that is entirely based on the "About Me" information that the resident provides upon signing the lease All residents are informed of any management entry before the event takes placeWe have quarterly inspections for every home and every resident is informed of this inspection prioer to the date it takes placeIf another resident in the home has submitted a service request for repair, we are given permission to enter to make those repairs All move out charges are recorded with pictures to document the damage and there is a process in place to dispute any chargesThe entire property moves out on the same day and when we have that many move outs simultaneously it is not possible to personally respond to each oneOnce they email the address provided we respond in the order we receive the responses [redacted] | General Manager Aspen Heights | [redacted] Office: [redacted] [redacted]

Ms [redacted] , We apologize you feel the on-site office is not being responsive to your needsUnfortunately, that office is the most apt to assist you with questions regarding your guarantor obligations and your daughter's leaseBecause of this hectic time, the on-site management office may be more responsive via emailTo address a couple of your concerns generally, a lease may not be terminated for any reason and the guarantor obligation remains effective if the lease is renewedAfter the initial 48hour-grace-period has passed, the only way to remove your daughter's lease liability (and your own guarantor liability) is to reassign the lease to another lesseeYou (as Guarantor) and your daughter (as Tenant) are responsible for all lease obligations--including finding a reassignment, paying a reassignment fee, and continuing to pay rent and other charges until such reassignment is completedPlease review the lease documents and guarantor forms to find specifics on reassignments and liabilities.Please reach out to your on-site management team to discuss further specificsBest, Aspen Heights

Complaint: [redacted] I am rejecting this response because:You do in fact charge for wear and tearCarpet that has been walked on should not need replacement, especially after being professionally cleaned.Maybe a student living facility shouldn't purchase white carpet The same goes for needing to repaint roomsPaint fades, things get dirty, and its inevitable that the unit will not look "perfect" after move out Regards, [redacted]

I met with this resident on 2/9/I am the GM of the property and I thought we left on a good noteI explained that I spoke with the City of Columbia utility department and citywide they saw an increase in utility bills of 10-20% so the high bill is not Aspen-specificThe extremely cold temperatures are the reason for the higher than billThe billing cycle was over a period of days and of those day the high temperature did not get above the freezing mark of those daysThat is significant and we saw record low temperatures during those timesThe cold weather, the large house and the fact that there were only two roommates living there for this cycle is why the bill was higherI offered for our Maintenance Supervisor to come and visit with them to see if there are any areas that he could help with or suggestions to help save them money on their utilities and she turned down my offerI also offered to help her print the PDF file of the City of Columbia bill from her [redacted] portal so that she could actually see the usage and I could help explain, she also turned that downI assured her that I would pass along her feedback to my supervisor, which I have doneWe cannot offer compensation for this billThe bill is strictly based on the utility usage in the house for the period of timeI appreciate the honest feedback and if I can do anything else to help please let me know