Biltmore Park Apartments

February 27, 2018CC: Resident File # [redacted] Re: Revdex.com ComplaintDear [redacted] ,Here is the response to Ms [redacted] 's complaint.On Saturday, January 27, 2018, Ms [redacted] stopped by the office and mentioned to the Leasing Agent that there was an error on her account and that we needed to get it fixedThe Leasing Agent informed Ms [redacted] that on Monday, the Assistant Manager would be in the office and she would fix the accountShe was also advised that she could make her payment on Monday after the billing had been correctedMs [redacted] went home and proceeded to process her payment at 5:pm knowing that the payment had to be in full, which included the month-to-month feeOn Monday, January 29, 2018, Ms [redacted] came into the office and again stated that there was an error on her account and demanded that her $MT M fee be refunded immediatelyWe explained that currently there is a credit on her account, and that in order to refund money, we typically have to close accounts but that we would get with corporate to come up with a solutionThe Regional Manager, ***, called Ms [redacted] and left a rnessage, however Ms [redacted] did not return her callOn Thursday, March 8, UPS delivered the packet from the corporate office and under nornnal circumstances, I receive the envelope around 1.0:30amThere had been an accident and the driver was delayed until after 4:30pmI irnmediate'y went over to Ms [redacted] 's home and hand delivered the check to herI explained that there had been an accident and that is why there was a delayShe thanked me for working to get her refund to her.In response to the comment made to Ms [redacted] that UPS won't deliver, our response was incredulous and utterly astonishedOn any given day one simply has to took out the window and observe any and all delivery drivers take the short cut by stopping at the front office rather than observing their company policies of first attempting to deliver to the resident's front doorsAdditionally, there is a sidewalk available for people to use that leads to Ms [redacted] 's front doorAside from questioning the drivers as to whether they have attempted to first try the resident's homes, there is not a tot that any of us can do to make the drivers go to the homes first.We have addressed any resident we observe that is not following the pet procedures stipulated within the Texas Apartment Association Lease AgreementThe agreement stipulates that all animals must be on a leash at all times, and that they must be picked up afterwardsThis contract was developed by the attorneys for the Texas Apartment Association and is not subject to adaptationWe have sent email reminders, and lease violations to those we catchPolicing people's behavior hours a day is not a realistic expectationI have mentioned to Ms [redacted] that if she has a suggestion as to now to obtain % compliance that we would certainly consider itWhen she has sent photos of others in violation, we have addressed the issues.Should you have any questions, I can be reached at [redacted] Thank you, [redacted] Community ManagerVista Valet San Antonio, TX

February 27, 2018CC: Resident File #[redacted]Re: Revdex.com ComplaintDear [redacted],Here is the response to Ms. [redacted]'s complaint.On Saturday, January 27, 2018, Ms. [redacted] stopped by the office and mentioned to the Leasing Agent that there was an error on her account...

and that we needed to get it fixed. The Leasing Agent informed Ms. [redacted] that on Monday, the Assistant Manager would be in the office and she would fix the account. She was also advised that she could make her payment on Monday after the billing had been corrected. Ms. [redacted] went home and proceeded to process her payment at 5:51 pm knowing that the payment had to be in full, which included the month-to-month fee. On Monday, January 29, 2018, Ms. [redacted] came into the office and again stated that there was an error on her account and demanded that her $100.00 MT M fee be refunded immediately. We explained that currently there is a credit on her account, and that in order to refund money, we typically have to close accounts but that we would get with corporate to come up with a solution. The Regional Manager, [redacted], called Ms. [redacted] and left a rnessage, however Ms. [redacted] did not return her call. On Thursday, March 8, 2018 UPS delivered the packet from the corporate office and under nornnal circumstances, I receive the envelope around 1.0:30am. There had been an accident and the driver was delayed until after 4:30pm. I irnmediate'y went over to Ms. [redacted]'s home and hand delivered the check to her. I explained that there had been an accident and that is why there was a delay. She thanked me for working to get her refund to her.In response to the comment made to Ms. [redacted] that UPS won't deliver, our response was incredulous and utterly astonished. On any given day one simply has to took out the window and observe any and all delivery drivers take the short cut by stopping at the front office rather than observing their company policies of first attempting to deliver to the resident's front doors. Additionally, there is a sidewalk available for people to use that leads to Ms. [redacted]'s front door. Aside from questioning the drivers as to whether they have attempted to first try the resident's homes, there is not a tot that any of us can do to make the drivers go to the homes first.We have addressed any resident we observe that is not following the pet procedures stipulated within the Texas Apartment Association Lease Agreement. The agreement stipulates that all animals must be on a leash at all times, and that they must be picked up afterwards. This contract was developed by the attorneys for the Texas Apartment Association and is not subject to adaptation. We have sent email reminders, and lease violations to those we catch. Policing people's behavior 24 hours a day is not a realistic expectation. I have mentioned to Ms. [redacted] that if she has a suggestion as to now to obtain 100 % compliance that we would certainly consider it. When she has sent photos of others in violation, we have addressed the issues.Should you have any questions, I can be reached at [redacted]
 Thank you, [redacted]
Community Manager1111 Vista Valet San Antonio, TX 78216