BLUE Apartments

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ My name is [redacted] , and I am the General Manager at BlueI understand that the above referenced complaint was filed, and I have addressed [redacted] (the Consumer)'s concerns belowPlease note that our Business Manager, [redacted] , has been in communication with her and had several conversations regarding her concerns Consumer Complaint: Charges for scratches on refrigerator and freezer door Every resident is given a mocondition form at moto document any blemishes, concerns or work orders in their new apartmentEach resident is given days to fill out the form after moand return to the officeConsumer did not document any scratches on the stainless steel refrigerator or freezer doorsWe have the consumer's mocondition form on fileWe also photos of the damaged refrigerator and freezer doors as well as invoicing to document the amount that is costs to replace the doorsReplacement of an entire refrigerator is $- $depending on delivery charges $security deposit paid - Consumer believes it was $ On the consumer's reservation receipt, which is provided at the time of application, it is clearly stated that we charge a non-refundable fee of $for each move-inThat fee is considered a "move-easy fee" which allows a resident to move out without cleaning, painting, minor repairs (nail holes in walls for example)This fee does not include damages to the apartment, fixtures or appliances or excessive cleaning (anything more than hours per apartment)We have the consumer's reservation receipt on file that breaks down the mofee and deposit with her signature indicating that she has read and understands the termsHer lease contract also clearly states a $security deposit was held for her apartment for the length of her lease We are sorry that she is frustrated but believe that her move-out was executed fairly and consistent with our move-out processWe will not refund her move-easy fee or charges for the damaged refrigerator and freezer doorsResidents should return their rented apartments back to us in the condition it was rented (with reasonable wear and tear - please note that the consumer lived in her apartment for only one year)Upon turning over the apartments, we insist that the apartments are rented to incoming residents at the high standard of cleanliness and repair that is expected of a luxury apartment communityScratch fillers are not consistent with our brand or promise of quality to incoming residentsWe are committed to a high level of service which includes consistent and fair practices for residents moving out Our reputation for excellent service and fair business practices is extremely important to usPlease let me know if there is anything further that you need from us I appreciate your time and consideration Best Regards, [redacted] Luxury and Sustainability in Harmony General Manager ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The scratches on the stainless steel refrigerator or freezer doors are surface scratches that can be removed with cleanerI'm happy to come remove them myself to avoid paying for entire replacement of the doorsAttached are images of the "scratches"You'll see they're very hard to seeI do not see this scratch as an entire door replacement for a cost of $Scratch remover costs $I'll pay for that Final Business Response / [redacted] (4000, 15, 2015/06/11) */ Scratches in stainless steel cannot be "removed" with cleanerCleaner that fills the scratches can be used, but that is only a temporary fix which is not consistent with our luxury brandWe will not turn over an apartment to a new resident with temporary fixesThe door replacement cost was not $as the consumer statedIt was $as charged to her accountWe expect the apartment to be returned to us in the condition that the consumer received itAs it was not, and the wear and tear was not consistent with only months of living, we stand by the charges for the appliance repairsPlease note that the scratches were not recorded by the consumer at move in on her move in condition formPhotos and documentation back up are recorded on siteHer move out was processed consistent with our procedures Again, our commitment to a high level of service includes fair and consistent practices for all of our incoming, current and outgoing residents Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/05/27) */
My name is [redacted], and I am the General Manager at Blue. I understand that the above referenced complaint was filed, and I have addressed [redacted] (the Consumer)'s concerns below. Please note that our Business Manager, [redacted], has...

been in communication with her and had several conversations regarding her concerns.
Consumer Complaint:
Charges for scratches on refrigerator and freezer door
Every resident is given a move-in condition form at move-in to document any blemishes, concerns or work orders in their new apartment. Each resident is given 7 days to fill out the form after move-in and return to the office. Consumer did not document any scratches on the stainless steel refrigerator or freezer doors. We have the consumer's move-in condition form on file. We also photos of the damaged refrigerator and freezer doors as well as invoicing to document the amount that is costs to replace the doors. Replacement of an entire refrigerator is $800 - $850 depending on delivery charges.
$150 security deposit paid - Consumer believes it was $500
On the consumer's reservation receipt, which is provided at the time of application, it is clearly stated that we charge a non-refundable fee of $350 for each move-in. That fee is considered a "move-easy fee" which allows a resident to move out without cleaning, painting, minor repairs (nail holes in walls for example). This fee does not include damages to the apartment, fixtures or appliances or excessive cleaning (anything more than 2.5 hours per apartment). We have the consumer's reservation receipt on file that breaks down the move-in fee and deposit with her signature indicating that she has read and understands the terms. Her lease contract also clearly states a $150.00 security deposit was held for her apartment for the length of her lease.
We are sorry that she is frustrated but believe that her move-out was executed fairly and consistent with our move-out process. We will not refund her move-easy fee or charges for the damaged refrigerator and freezer doors. Residents should return their rented apartments back to us in the condition it was rented (with reasonable wear and tear - please note that the consumer lived in her apartment for only one year). Upon turning over the apartments, we insist that the apartments are rented to incoming residents at the high standard of cleanliness and repair that is expected of a luxury apartment community. Scratch fillers are not consistent with our brand or promise of quality to incoming residents. We are committed to a high level of service which includes consistent and fair practices for residents moving out.
Our reputation for excellent service and fair business practices is extremely important to us. Please let me know if there is anything further that you need from us.
I appreciate your time and consideration.
Best Regards,
[redacted]

Luxury and Sustainability in Harmony
General Manager
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The scratches on the stainless steel refrigerator or freezer doors are surface scratches that can be removed with cleaner. I'm happy to come remove them myself to avoid paying for entire replacement of the doors. Attached are images of the "scratches". You'll see they're very hard to see. I do not see this scratch as an entire door replacement for a cost of $850. Scratch remover costs $15. I'll pay for that.
Final Business Response /* (4000, 15, 2015/06/11) */
Scratches in stainless steel cannot be "removed" with cleaner. Cleaner that fills the scratches can be used, but that is only a temporary fix which is not consistent with our luxury brand. We will not turn over an apartment to a new resident with temporary fixes. The door replacement cost was not $850 as the consumer stated. It was $543.52 as charged to her account. We expect the apartment to be returned to us in the condition that the consumer received it. As it was not, and the wear and tear was not consistent with only 12 months of living, we stand by the charges for the appliance repairs. Please note that the scratches were not recorded by the consumer at move in on her move in condition form. Photos and documentation back up are recorded on site. Her move out was processed consistent with our procedures.
Again, our commitment to a high level of service includes fair and consistent practices for all of our incoming, current and outgoing residents.
Sincerely,
[redacted]