Autumn Hills Convalescent Ctr Inc

Good afternoon, We have investigated the complaint from case #*** and resolved all concerns. Ms*** mentioned concerns that she experienced when she moved in, all items were addressed and resolved in a separate complaint she submitted to your organization during this time, case
#***. To respond to the most recent concern regarding her account balance question, Ms*** stated that she had concerns about her account and payments that she madeThe leasing team attempted to review and explain her account information but she only wanted to speak with the Property Manager, Jessica G***. Jessica was on vacation during this time and contacted Ms*** upon her return and reviewed her account history in detailMs*** agreed that she did owe her current balance and plans to make this payment. To address the concern about someone’s boyfriend in the office during business hours, after researching, it was determined that the person in the office is an employee that works in the leasing center. The office at Cambridge is fairly small and we have desks back to back that employees share. This was explained to Ms***s as well and she understoodWe have confirmed that the leasing team did receive a verbal notice and have agreed to backdate her notice for a move out date of 1/1/Ms*** is satisfied with all resolutions to her concerns. Jessica G*** | Area Manager*** *** *** |*** ** ***O *** |F ***WEBSITE|RESIDENT SERVICES OFFICE HOURS:M-F 10AM-6PM |SAT 10AM-5PM |SUN 1PM-5PM

Re: Case #[redacted]We have investigated the complaint from Mr. Donnie [redacted] (case # [redacted]) and have resolved the matter with the resident to their satisfaction. Mr. [redacted] reported repair needs on Friday, June 24, 2016. Our Maintenance Supervisor immediately met with...

Mr. [redacted] and addressed his concerns that same day. We appreciate the opportunity to serve our customers and thankful for Mr. [redacted] commitment to our community.Sincerely,

This is in reference to a complaint submitted by [redacted] (complaint # [redacted]). As Mr. [redacted] stated, he entered into a legal and binding contract with Weinstein Properties at our apartment community, [redacted] [redacted].  The initial lease term began 8/10/16 with...

an initial end date of 1/8/17.  The lease clearly states that if either party intends to non-renew the lease, that party must provide a written notice of intent at least 60 days prior to lease ending date.  Additionally, if neither party chooses to terminate, the lease automatically renews on a 60 day term. Mr. [redacted] was mailed a renewal offer to which he failed to respond.  In addition, he faxed a notice to vacate to the leasing office on December 23rd, 2016, and signed a vacate notice on 12/23/16 with a “rent responsible” date of 2/20/17. We are perfectly within our rights to hold Mr. [redacted] responsible for the notice period or the time a new resident takes possession of the apartment – whichever occurs first.  Luckily, we have received an application for the apartment and are processing it now.  Assuming everything goes through, the apartment will be reoccupied prior to mid-January and Mr. Benjamin’s financial responsibility will reduce substantially. Mr. [redacted] should follow up directly with the leasing office for further information. Thank you.

I am the new Regional Property Director over [redacted].  I was on vacation last week and unable to respond until today.    I have discussed the charges with the manager, Kristen R[redacted], looked at pictures of the damages and reviewed your move out file and correspondence...

between you, [redacted]      I feel in crediting your deposit of [redacted] towards your balance due that included one day of RR rent at $25.00, countertop damage at $200 and missing mailbox key of $10 leaving a $90 balance due is fair.  You had mentioned you did not receive pictures.  [redacted]   The cuts in the countertop are hard to photograph but they are there and the stains are evident and I feel damage charges are warranted. I am certain you would not want to move into an apartment with stain and cut countertops and refinishing is the most economical way to remedy the damage as opposed to replacement, which is very costly.    I am more inclined to waive the rent charge [redacted] for one extra day, making your balance due [redacted].   Is that acceptable to you?

Good Afternoon, We have investigated the complaint from case # [redacted] and resolved all concerns. [redacted] stated that she was upset with the final bill of [redacted]. She requested that we remove the charges on the account for damages, as they had been residents of the home for...

** years and disagreed with the charges. To address the concern, the team researched the move out inspection form and summary, as well as photos of the damages upon move out.  We recognize the long term residency and fact that many of the damages may have been from normal wear and tear from the past ** years and outlived their depreciated value. The team did not understand our policy on depreciation when calculating the charges therefore, we will be crediting the account in full. We have discussed with [redacted] and sincerely apologized and made her aware that we have credited her account in the amount of [redacted].She was satisfied with the resolution. Thanks, [redacted]

Good Afternoon,I am reaching out on behalf of [redacted] and Weinstein Properties in regards to complaint number [redacted].The filer of the complaint, [redacted], returned possession of her apartment home on June 24th 2016 with no prior written notice of intent to vacate. Ms. [redacted]’...

current lease expiration date is January 8th2017.  Along with the keys to her home, Ms. [redacted] provided a letter in which she expressed concern regarding a leaking hole in her ceiling and the presence of mold & mildew in and around it. Ms. [redacted] indicated that she contacted maintenance several times over the last 2 months but that no one ever responded to investigate and/or make any necessary repairs.Upon receipt of her letter and keys, our maintenance supervisor and property manager immediately reported to the home and did find a small hole in the master bedroom ceiling. There was no mold or mildew present nor was there any water damage or moisture to suggest that it had, at one time, been leaking. The property manager then investigated the complete work order history for the home and found that no work orders were entered for the hole, the alleged leak, or for the alleged mold/mildew concern.The property manager has made several attempts to contact Ms. [redacted] to discuss her concerns but has yet to receive a response.After a thorough investigation, we believe Ms. [redacted]’ complaint to be without merit and will not be providing the proposed resolution. It is our position that she did not report her concern of a hole, a leak, or mold/mildew therefore our maintenance team did not have an opportunity to respond to make the necessary repairs. Furthermore, the hole does not appear to be from a leak and there is no mold or mildew present in or around it.Please let me know if you have any questions or concerns.Thanks,Marybeth P[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
Attached please find the numerous complaints made during my time on the property which includes incidents involving my former neighbors while I lived in Unit #[redacted] along with complaints regarding Unit #[redacted].  In addition to the noise complaints, please make note of the items regarding the washing machine issue (which is still ongoing) and the use of pac[redacted] peanuts to resolve the problem of bugs coming from outside via the patio door.  I had to buy foam buffers to keep the washing machine from spinning all over the place (which has knocked over two bottles of laundry detergent twice) and caulk to fill in the giant gap beneath my patio door to stop the draft and the bugs from coming into my apartment.  Monetary compensation should be offered.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.1.Weinstein admits to the stain in the living room being reported, yet no action was taken and proves carpet could have other stains not addressed by the company especially those on the opposite side of the carpet that would not have been seen during move in.2. Weinstein Properties reported stains where heavy furniture was so there is no way to produce stains in that location. Imprint of furniture can be seen in one of the photos.3. Weinstein Properties stated that they always pull up carpet and do an extensive look. Can the property produce proof through valid photos from previous tenants move out proving that the stains were not pre-existing. 4. In regards to my dog that I brought in November 2016 and added to the lease through an addendum dated 11/1/16,  he is house trained and was brought house trained. I can provide documentation from the previous owner that he was house trained.5. It was reported to us that the previous tenant ran a day care in that apartment home. Could those stains be accidental spills from children. 
Regards,
[redacted]

Good Afternoon, I am reaching out on behalf of [redacted] and Weinstein Properties in regards to complaint number [redacted]. The filer of the complaint, [redacted], does not agree with the turnover repair cost fee that was charged to her account.  Ms. [redacted] signed a...

thirteen month lease starting 2/28/15, but left after less than seven months on 9/13/15 and so was charged the fee as stated in documents signed by and explained to Ms. [redacted].  At the time that Ms. [redacted] provided her written notice to vacate and terminate the lease early, two employees together reviewed with her the early termination options that are outlined in the lease agreement that she signed.  At that time, both employees informed Ms. [redacted] of the turnover repair cost fee should she choose to be held rent responsible through the remainder of her lease team or until the next tenant moves in, whichever comes first. Ms. [redacted] made an active decision to be held rent responsible and contacted the leasing office numerous times after submitting her notice and intent to vacate to determine whether or not her home had been pre-leased yet. In following up with Ms. [redacted] after she filed the Revdex.com complaint, she confirmed that the early termination options were reviewed with her by the two employees but stated that they failed to inform her of the turnover repair cost fee.  Our property manager has investigated thoroughly and both employees do confidently recall informing Ms. [redacted] of the turnover repair cost fee.  In addition, Ms. [redacted] signed documents, the lease agreement and a notice to vacate, that specifically cite the turnover repair cost fee.  Please note that Ms. [redacted] is only being held rent responsible until 10/2/2015 as a new tenant moved in on 10/3/2015. As we value her previous residency with us, our collections agent offered a 29% settlement on her final amount owed.  This settlement was a courtesy and in no way is an admission of guilt. We have reviewed the complaint and investigated appropriately.  We have followed up with the filer of the complaint and feel confident that the resolution we have offered is fair, even though it is not the resolution Ms. [redacted] requested. Please let me know if you have any questions or concerns. Please also confirm receipt of this email. Thank you for your attention to this matter. Respectfully,[redacted]
[redacted] * [redacted]

Ms. [redacted] contacted the leasing office on Monday, October 3rd in regards to loud singing emanating from the apartment above hers.  Our property manager, Arra N[redacted], contacted our community Courtesy Officer, who responds to complaints of this nature.  Officer [redacted] was aware of previous...

complaints, however, the last documented one was from December, 2015.
Arra reached out to the neighbor who resides above Ms. [redacted] and explained why the behavior wasn't appropriate and that it must cease immediately.  The resident apologized and agreed immediately.  We don't anticipate any more noise issues.  If any occur, Ms. [redacted] should contact the Courtesy Officer and leasing office immediately.
We do not offer financial compensation in regards to noise complaints or other issues such as the ones Ms. [redacted] described.  She is certainly welcome and encouraged to bring any further concerns directly to Arra N[redacted] for resolution.
 
Thanks.

To Whom It May Concern, I am reaching out on behalf of [redacted] and Weinstein Properties regarding complaint #[redacted]. The filer of the complaint, [redacted], is disputing her move out summary of charges & security deposit disposition statement. In particular, Ms....

[redacted] adamantly disputes the damage charges in the total of $[redacted]. Ms. [redacted] moved into [redacted] on March 10, **17 and moved out on September 19, 2017. Prior to her move in, she paid a $** application fee and a $** reservation fee, both of which are non-refundable, administrative fees. Ms. [redacted] was approved with no conditions and therefore was not required to pay a security deposit at move in. In her complaint, Ms. [redacted] mentions that she returned a move in inspection report noting some of the damages that she was charged for, specifically the blinds. However, we have thoroughly reviewed the complete tenant file and did not find that a move in inspection report was returned to the leasing office after she moved in. After Ms. [redacted] moved out, the Maintenance Supervisor inspected her home and completed the move out inspection report, noting $[redacted] in damages. The Property Manager & Property Director have investigated Ms. [redacted]’s complaint regarding the damage charges and have found that there are not enough supporting pictures, invoices, and estimates to back up these charges. In addition, while we did not receive a copy of the move in inspection report from Ms. [redacted], we are willing to waive the blind charges as a good faith gesture. As a result of the investigation, we have waived the total damage charges of $[redacted]. However, it should be noted that Ms. [redacted] is responsible for 19 days of rent, storm water, and trash which totals $[redacted] In addition, Ms. [redacted] is responsible for all final utility bills (water bills) for the home. The water is billed in arrears and there are 3 charges that Ms. [redacted] is responsible for - $** for usage from 6/23-7/23, $**.** for usage from 7/23-8/23, and $[redacted] for usage from 8/23-9/19. As specified in the lease agreement, the rental payments are due on the 1st of each month and considered to be late after the 5th of the month. Ms. [redacted] did not submit her payment of $[redacted] until September 7th therefore her account was charged a $** non-compliance fee which she is also responsible for. I have attached the revised move out summary & security deposit disposition statement which reflects that we have waived all of the damage charges and are only requiring that Ms. [redacted] pay a balance of $[redacted]. The statement breaks down the prorated rent, storm water, and trash charges as well as the $** non-compliance fee and final utility bills (water bills). After a thorough investigation, we have waived $[redacted] in damage charges and are only requiring that Ms. [redacted] pay the remaining balance of $[redacted]. This balance is owed as a result of final utility bills (water bills) which her late payment of $[redacted] did not fully cover. We feel the resolution we have offered is fair and are extremely apologetic for the error that was made with her move out charges. Please let me know if you have any questions or concerns. Sincerely, Marybeth P[redacted]Regional Property Director |Weinstein Properties[redacted] |Glen Allen, VA 23060O [redacted].[redacted].[redacted]|M [redacted]weinsteinproperties.com

Good Afternoon, I am reaching out on behalf of [redacted] & Weinstein Properties regarding Complaint #[redacted] The filer of the complaint, [redacted], brought forth concerns about the leasing office removing a leaseholder from his lease agreement without his...

consent. [redacted] entered a lease agreement with his spouse, [redacted], and another adult, [redacted]. All 3 parties are listed as leaseholders and therefore equally financially responsible for the apartment. Please see the attached lease agreement. [redacted] recently requested to be removed from the lease agreement and completed the appropriate paperwork at the leasing office to get the process started. However, our leasing team directly informed him that in order to be removed from the lease agreement, [redacted] would also have to agree to this and sign the paperwork as well. [redacted] have not agreed to remove [redacted] and have not signed the paperwork to have him removed from the lease agreement. Therefore, all 3 parties continue to remain on the lease agreement and are all still equally financially responsible for the lease agreement and the apartment. [redacted]’s spouse, [redacted], is not listed as an occupant or leaseholder of [redacted] and [redacted] lease. She applied, and was qualified for, an apartment at Addison Crater Woods all on her own. She is currently listed as the sole leaseholder/occupant of the home, please see attached lease for [redacted]. Please note that because [redacted] was not and is not listed as a current occupant or a current leaseholder of any other home on our property or with Weinstein Properties and because she qualified to live at [redacted] on her own, we were obligated to approve her to begin her lease agreement. We did not have knowledge that [redacted] intended to move out of his current home that he shares with [redacted] and move in with [redacted]
 We have reached out to [redacted] and explained that he, his wife, and [redacted] still remain on the lease agreement and are equally responsible for the apartment. [redacted] was happy to know that [redacted] has not been removed and that we would never remove a leaseholder or occupant without he and [redacted] permission in writing. As this appears to be a roommate dispute, we have offered early termination options as well as the option for [redacted] to transfer in the middle of their lease term should they decide to move forward with removing [redacted] from the lease agreement. In addition, we have spoken with [redacted] who denied that [redacted] is occupying her home with her. We have attempted to reach out to [redacted] but he is currently out of town for military training. We have expressed to [redacted] that [redacted] is still responsible for the lease agreement that he shares with [redacted]. We have thoroughly investigated this matter and believe we have resolved it to [redacted]’s satisfaction. In addition, we have offered him fair and reasonable options to assist with resolving the civil dispute he is having with his roommate. Thank you for your attention to this matter. Please let me know if you have any questions or concerns. Sincerely,[redacted]
* [redacted] * [redacted]

Mrs. B[redacted] called from the business she stated that they are actively working with Mr. [redacted] to resolve the issue. Mr. [redacted] schedule has made it slightly difficult to get the situation resolved sooner. Mrs. B[redacted] stated that they will be working with Mr. [redacted] until they...

get the issue resolved. She didn't realize how difficult it was to get rid of lady bugs.

Good Afternoon, I am reaching out on behalf of [redacted] & [redacted] and Weinstein Properties regarding complaint #[redacted]. The filer of the complaint, [redacted], outlined concerns with the damage charges added to her account upon her move out, specifically the charges that...

resulted from a leak that occurred while she occupied the home. The charges in question are $[redacted] for drywall repairs & paint, $** for a replacement toilet, and $[redacted] in onsite maintenance labor associated with the leak and all repairs.   The leak and subsequent damages to the premises were the direct result of a guest of the home’s improper use of utilities. Specifically, Ms. [redacted] guest flushed a cellular phone down the toilet causing a significant blockage that resulted in the toilet needing complete replacement by our maintenance team. In addition, the leak caused drywall damage that required repair & paint from a professional vendor. [redacted] notified our management team that the cellular phone that was flushed by Ms. [redacted] guest was involved in an active criminal investigation. When the police spoke with Ms. [redacted], she confirmed that the cellular phone was flushed down the toilet by a guest of her home. As the police verified the leak was caused by the improper use of utilities by her guest, it is our position that all charges related to this incident will be the responsibility of Ms. [redacted]. Per the lease agreement that Ms. [redacted] signed, as the leaseholder, she is responsible for the actions of her occupants & guests including those actions that resulted in damage. Our management team has reached out to Ms. [redacted] to discuss her concerns and at that time, she denied submitting a Revdex.com complaint and confirmed that she has or concerns regarding the leak charges added to her account. At this time, we believe we have resolved Ms. [redacted] concern to her satisfaction. Thank you for your attention to this matter. Sincerely,Marybeth P[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Good Afternoon, I am reaching out on behalf of [redacted] and Weinstein Properties regarding complaint #[redacted]. The filer of the complaint, [redacted] outlined concerns with charges for damaged carpet upon moving out. Mrs. [redacted], Mr. [redacted]’s wife...

and also an occupant of the home, contacted me via email on Thursday, February 9, 2018.  After a brief email exchange, we spoke on Monday, February 12, 2018.  During the time spent researching their concern, I remained in communication with Mrs. [redacted].  Mrs. [redacted] informed me there were stains on the carpet when they moved in, and that this was documented on the move-in inspection form.  I confirmed the move-in inspection did have notations regarding carpet stains as Mrs. [redacted] indicated.  Unfortunately the move-in inspection form had not been properly processed, to allow for a thorough comparison of damages found during move-in during the move-out inspection process.    As a result of our findings, the $** charges assessed for carpet stains was waived and removed from their bill on February 12, 2018.  An itemized list, showing all charges and payments was also supplied to Mrs. [redacted] on February 13, 2018.  We feel confident the resolution we have offered is fair. Sincerely, Regina *. B[redacted] | Property Director

We have investigated the complaint from [redacted] (case # [redacted]) and feel confident that the resolution we have offered is fair, albeit not the resolution requested.  After further investigation the charges were verified. Photographs were taken of the carpet and an estimate was...

provided by the community carpet cleaning vendor, Carpet Warehouse, on 3/4/2016 to consider replacement due to “blue stains doubtful to remove and will be a noticeable patch & traffic lanes extremely worn/discolored”.   The carpet depreciation is based on the assumption that a carpet should last for 5 years or 60 months. Taking into consideration that the carpet was new at move in and the household residency was from 10/30/2013 to 03/03/2016 or 29 months, there was a remaining “lifespan” of 31 months for the carpet.  The full replacement cost of $437 was pro-rated based on the remaining 31 months and the resident was assessed a fee of $226 for that depreciation.Photographs were also taken referencing the cleaning issues on all kitchen appliances and overall bathroom area. A receipt for the apartment cleaning was provided by the community cleaning vendor, Centex,  of work completed on 3/7/3016, which referenced a heavy clean. Based on this information, Bexley at Tech Ridge and Weinstein Properties are confident the unit was not left in the condition described by the resident at the time of move out.  Weinstein Properties, as a response to the resident’s general unhappiness, has agreed to an updated fee settlement of a 25% discount. Copies of the estimates and invoices have been attached.

Good Afternoon, I am reaching out on behalf of [redacted] and [redacted] regarding complaint #[redacted] The filer of the complaint, [redacted], outlines concerns with the damage charges added to her account upon her move out, specifically the depreciated carpet...

replacement charge. Ms. [redacted] moved in on 1/8/2016. When she moved out on 12/4/2016, the maintenance supervisor along with a professional carpet cleaning company thoroughly inspected the carpet in the home and detected a very strong pet odor in the living room. Due to this, they pulled back the carpet in the living room and discovered a significant pet urine stain that had soaked through the entire carpet. Pet urine stains of this nature cannot be corrected with cleaning and based upon the recommendation of a professional carpet cleaning company, we replaced the carpet. It should be noted that the professional carpet cleaning company does not stand to gain from recommending replacement as the community uses a completely different vendor for carpet replacements. It should also be noted that although the urine stains were found only in the living room, we did replace the entire carpet. We did not patch the carpet (i.e. only replace the living area) because the end result would have been brand new carpet in the living room and a different aged carpet throughout the remainder of the home (“mismatched carpet”) which is not the kind of quality that would be acceptable to provide to the next resident. The carpet that the community uses has a 7 year life span. The carpet in Ms. [redacted]’s home was installed on 8/25/2015 at a cost of $[redacted]. At the time of her move out on 12/4/2016, the carpet was only 16 months old and had another 68 months in its life span. We did take these 16 months into consideration and rather than charging the full cost of the replacement, we depreciated that cost to a $[redacted] charge, or 68 months’ worth of the original cost. Please note that Ms. [redacted] did have the opportunity to request to be present for the final move out inspection with the maintenance supervisor and chose not to participate. However, she did sign her move out inspection form on 12/4/2016. Ms. [redacted] mentioned that her carpet was not brand new when she moved in, as another resident lived in the home for a short period of time prior to her move in. She is correct – the carpet was installed on 8/25/2015 and the resident prior to her moved in on 9/5/2015 and moved out on 12/31/2015. At the time of that move out, the maintenance supervisor and professional carpet cleaning company found 2 red stains that were able to be corrected. They did not notice any pet urine or pet odor. The property manager personally inspected the home in preparation for Ms.. [redacted]’s move in and did not notice any pet odor or carpet stains. In addition, Ms. [redacted] moved in on 1/8/2016 and was provided with a move in inspection report which she turned in on 1/14/2016. On the move in inspection, Ms. [redacted] did not note any concerns with carpet stains, carpet in general, or pet odor. During her residency, Ms. [redacted] never brought to our attention any concerns of this nature. On 4/6/2016, while performing preventative maintenance in Ms. [redacted]’s home, a member of our maintenance team noted that there was a dog in the home. The management team researched Ms. [redacted]’s account and lease agreement and determined that she had failed to properly register the pet with the leasing office. On 5/2/2016, management issued an unregistered pet letter to Ms. [redacted] at which time she agreed to remove the dog. Ms. [redacted] also took issue with a tub refinishing charge and a vinyl replacement charge and after researching those concerns, we decided to credit those charges back in full and to her satisfaction. After thoroughly researching her concern with the carpet, it is our position that the pet urine on the carpet occurred during Ms. [redacted]’s residency and she should be responsible for the depreciated carpet cost. We feel confident the resolution we have offered is fair albeit not the resolution Ms. [redacted] is requesting. Thank you for your attention to this matter. Please let me know if you have any questions. Sincerely,Marybeth P[redacted]Regional Property Director | [redacted]O [redacted]  *  * [redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.] First, of all me vacating the apartment has nothing to do with the issue. The first time I talked with someone from maintenance was on a Saturday April 9, 2016, when I called and left a message and the maintenance man called me back from a number  beginning with (804) 971; and told me that it was nothing that he could do and that he would need to call a contractor who services roofs on that Monday to take a look and see what the issues. There was mold due to standing water from rain leaking. The issue is that there was a whole and it leaked water when it rained and no one ever came out to fix it after I had talked to someone from the maintenance department. I just don't want to be responsible for something I didn't do or cause.
Regards
[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]