Boulder Creek Apartments

Complaint: [redacted] I am rejecting this response because: When Management asked us to provide them with where the income was coming from I did do soThey asked us for copies of the deposits that came into the account and I didI have the copies of the checks that I gave them with proof of the business names in which the checks were coming fromWhen the apartments informed us of the additional charges I told her that was ok I understood and then she responded to me " well even with that I still can't accept you." I never received any acceptance notice through mail or from themAfter she informed us we were denied she then told us she would refund us out deposit because "she didn't want any bad blood." She then walked to the back of the office to see if our deposit was still in the office and because it was already deposited into the Boulder Creek account she asked where we would like the check sent to and I gave her the home address I had put on the applicationShe then informed me that it could take up to days by law but that we could expect it within business daysI also have an email from their corporate office letting me know that she reviewed my case and is sorry to inform me she would have to agree with the area manager about my status but if I would like to apply again with verifiable income they could use my deposit for those feesMy question now would be, if I was accepted according to the area manager why would the corporate manager tell me she would have to agree the area manager on her decision but that I can try and apply again with verifiable incomeWhy would I have to apply again if I was already accepted by them? I have all the emails and voicemails they have sent me as well as those I have written as proof of my allegations Regards, [redacted] ***

6/29/Complaint Ib [redacted] To Whom It May Concern: This letter is in response to complaint recently received concerning Boulder CreekMs [redacted] applied for an apartment on 6/Her application was processed and approvedAs with all prospective applicants we have them sign our Statement of Rental Policies (attached)This paperwork states that after hours the deposit is not refundableMs [redacted] did not notify us of her intention to not move in/cancel until 6/We reserved and held an apartment off the market for her for 15daysMs [redacted] stated in her complaint that she has called and emailed to no availThis is incorrect, as we've spoken with her numerous times, and have email documentation as well (attached)She called and spoke w/Lili to cancel on the 20th and requested her deposit backWe tried to get her to reconsider and explained she that we would not be able to refund any money at this pointThis was also explained when she signed the application paperwork on 6/5, that after 72hours the monies were not refundableShe seems to be very confused on several points listed in the complaint and her emails, ie: Who she spoke with, as some of the people she references have never spoken with her and some are not names of our staff That we changed her apartment, which is not the caseShe rented #8108, and that is the one she was scheduled to move into That she signed the Rental Policies without her reading glasses and wasn't able to see, however, at that same time, she also filled out her application, and didn't have any issue reading/completing all sections of the application she filled out (attached)We are very sorry that Ms [redacted] changed her mind and decided not to move to Boulder CreekUnfortunately, we are not able to refund her deposit monies because she decided to rent elsewhere, as stated in the paperwork she signed, which was also verbally communicatedRegards, Boulder Creek Management [redacted]

Complaint: ***
I am rejecting this response because: Their dates are incorrect I did notify them within hours as stated in my initial letter to the Revdex.com They chose to offer me a different unit and ignore my request I wasn't able to go there in person but did to speak to them as my cell phone records indicate within the hour timeline
Regards,
*** ***

6/29/Complaint Ib *** To Whom It May Concern: This letter is in response to complaint recently received concerning Boulder CreekMs*** applied for an apartment on 6/Her application was processed and approvedAs with all prospective applicants we have them sign our Statement of
Rental Policies (attached)This paperwork states that after hours the deposit is not refundableMs*** did not notify us of her intention to not move in/cancel until 6/We reserved and held an apartment off the market for her for 15daysMs*** stated in her complaint that she has called and emailed to no availThis is incorrect, as we've spoken with her numerous times, and have email documentation as well (attached)She called and spoke w/Lili to cancel on the 20th and requested her deposit backWe tried to get her to reconsider and explained she that we would not be able to refund any money at this pointThis was also explained when she signed the application paperwork on 6/5, that after 72hours the monies were not refundableShe seems to be very confused on several points listed in the complaint and her emails, ie: 1. Who she spoke with, as some of the people she references have never spoken with her and some are not names of our staff2. That we changed her apartment, which is not the caseShe rented #8108, and that is the one she was scheduled to move into That she signed the Rental Policies without her reading glasses and wasn't able to see, however, at that same time, she also filled out her application, and didn't have any issue reading/completing all sections of the application she filled out (attached)We are very sorry that Ms*** changed her mind and decided not to move to Boulder CreekUnfortunately, we are not able to refund her deposit monies because she decided to rent elsewhere, as stated in the paperwork she signed, which was also verbally communicatedRegards, Boulder Creek Management ***

Complaint: ***
I am rejecting this response because: Their dates are incorrect I did notify them within hours as stated in my initial letter to the Revdex.com They chose to offer me a different unit and ignore my request I wasn't able to go there in person but did to speak to them as my cell phone records indicate within the hour timeline
Regards,
*** ***

Complaint ID# ***
To Whom It May Concern:
15.4pt 0.95in 0.0001pt 0.9in;">In response to the letter we received dated 3/7/2014, we do not have any record of this resident having a hall storage unit at Boulder CreekThere are no records reflecting this storage unit in the computer system, and it is not listed on any of the lease paperworkWe also checked the original application paperwork and there is no notation that this resident was to have a storage unit
Part of the lease paperwork that each resident signs lists storages, carports and garagesThe resident filing this complaint has signed five leases, which do not show that he has, or has ever had a storage unit on the propertyStorages are a rentable item, as are carports and garagesThese leases, however, do show another rentable item on the same document that would list a storage, had one been issuedIf he had a storage unit it should have been brought up while signing one of these five leasesAdditionally, this resident has not been paying for this particular rentable item
Regarding the storage unit in question, we have two separate witness accounts that specify the contents as trash, a pizza box, a ripped/tom box, and two moldy camping chairsThe items that the resident claims were in this storage unit were not inside at the time it wasopened, and rentedIt is also doubtful that the items the resident lists would have fit in this storage unitHad any items of value been inside the storage when it was opened, we would have held them for a period of time, in an effort to see if anyone claimed themHowever, there should not have been any items stored there, by this resident, since he did not have a storage unit with us
Unfortunately, we cannot substantiate this as a legitimate claimTherefore we cannot reimburse for items that were not actually inside this unregistered storage unit
Regards,
Property Manager
***

Hello,In response to complaint ID ***. *** lived with us from May 25th to June 3rd 2018, prior to her moving in with us the carpet and pad in her apartment was replaced. Attached is the invoice showing the carpet replacement in March of 2017. In July of
*** did call in a work order for a leak coming from her washer, maintenance went out immediately to stop the leak and clean up any excess water. The washer is located off the kitchen, when the leak occurred the water soaked up the kitchen plank flooring and just made it to the carpet (the water did not extend to the dining room). Per the lease contract all residents are to leave the apartment as it was when they moved in. *** did make sure the apartment was fully cleaned however when we sent out our carpet professional to give us a bid on the carpet, his bid stated that the carpet cannot be cleaned and he recommended a floor seal which is a “pet treatment” and also a replacement of the carpet and padding due to excessive pet urine, stains and odor. We completed the final move out statement for *** in which we charged her for a prorated carpet replacement. Boulder Creek understands that there is wear and tear on the carpet during a tenants stay with us. Carpet has a year life, we deducted months from this as this is the amount of time the carpet was in the apartment. The remaining life on the carpet was months, which is the amount we billed back to ***. We sent over pictures of the stains on the carpet as our reasoning for the carpet to be replaced. *** responded to us with concerns that the stains were from the leak. We explained to her that the black stains were in the middle of the dining room, water from a washing machine in the kitchen will not cause black stains in the center of a dining room. She also questioned the new carpet prior to her moving in, we provided her with the proof. *** is requested a test showing that it was pet urine, we explained to her this is not something that is done. We are not required to test carpet stains as a reasoning of replacement. With pictures, a bid from our carpet vendor and the smell, we had reasonable cause to replace the carpet. *** did not contact us daily, the days she did contact us we did respond to her by phone and/ or email. Our emails were going back and forth until I suggested having her come in and meet with the me to try and better explain the situation. We did apologize for not walking the apartment with her. Although this is not a requirement, it is something our company recommends to avoid any issues. After meeting with *** on June 25th, we both settled on waiving the remaining balance of $54.Please contact me at *** if any additional information is needed.Best Regards,*** ***Property ManagerBoulder Creek Apartment HomesVance Jackson RoadSan Antonio, Tx

6/29/16 Complaint Ib [redacted] To Whom It May Concern: This letter is in response to complaint recently received concerning Boulder Creek. Ms. [redacted] applied for an apartment on 6/5. Her application was processed and approved. As with all...

prospective applicants we have them sign our Statement of Rental Policies (attached). This paperwork states that after 72 hours the deposit is not refundable. Ms. [redacted] did not notify us of her intention to not move in/cancel until 6/20. We reserved and held an apartment off the market for her for 15days. Ms. [redacted] stated in her complaint that she has called and emailed to no avail. This is incorrect, as we've spoken with her numerous times, and have email documentation as well (attached). She called and spoke w/Lili to cancel on the 20th and requested her deposit back. We tried to get her to reconsider and explained she that we would not be able to refund any money at this point. This was also explained when she signed the application paperwork on 6/5, that after 72hours the monies were not refundable. She seems to be very confused on several points listed in the complaint and her emails, ie: 1.      Who she spoke with, as some of the people she references have never spoken with her and some are not names of our staff. 2.      That we changed her apartment, which is not the case. She rented #8108, and that is the one she was scheduled to move into.
3. That she signed the Rental Policies without her reading glasses and wasn't able to see, however, at that same time, she also filled out her application, and didn't have any issue reading/completing all sections of the application she filled out (attached). We are very sorry that Ms. [redacted] changed her mind and decided not to move to Boulder Creek. Unfortunately, we are not able to refund her deposit monies because she decided to rent elsewhere, as stated in the paperwork she signed, which was also verbally communicated. Regards, Boulder Creek Management [redacted]

6/29/16 Complaint Ib [redacted] To Whom It May Concern: This letter is in response to complaint recently received concerning Boulder Creek. Ms. [redacted] applied for an apartment on 6/5. Her application was processed and approved. As with all prospective applicants we have them sign our Statement of...

Rental Policies (attached). This paperwork states that after 72 hours the deposit is not refundable. Ms. [redacted] did not notify us of her intention to not move in/cancel until 6/20. We reserved and held an apartment off the market for her for 15days. Ms. [redacted] stated in her complaint that she has called and emailed to no avail. This is incorrect, as we've spoken with her numerous times, and have email documentation as well (attached). She called and spoke w/Lili to cancel on the 20th and requested her deposit back. We tried to get her to reconsider and explained she that we would not be able to refund any money at this point. This was also explained when she signed the application paperwork on 6/5, that after 72hours the monies were not refundable. She seems to be very confused on several points listed in the complaint and her emails, ie: 1.      Who she spoke with, as some of the people she references have never spoken with her and some are not names of our staff. 2.      That we changed her apartment, which is not the case. She rented #8108, and that is the one she was scheduled to move into. 3. That she signed the Rental Policies without her reading glasses and wasn't able to see, however, at that same time, she also filled out her application, and didn't have any issue reading/completing all sections of the application she filled out (attached). We are very sorry that Ms. [redacted] changed her mind and decided not to move to Boulder Creek. Unfortunately, we are not able to refund her deposit monies because she decided to rent elsewhere, as stated in the paperwork she signed, which was also verbally communicated. Regards, Boulder Creek Management [redacted]

Complaint: [redacted]
I am rejecting this response because: When Management asked us to provide them with where the income was coming from I did do so. They asked us for copies of the deposits that came into the account and I did. I have the copies of the checks that I gave them with proof of the business names in which the checks were coming from. When the apartments informed us of the additional charges I told her that was ok I understood and then she responded to me " well even with that I still can't accept you." I never received any acceptance notice through mail or from them. After she informed us we were denied she then told us she would refund us out deposit because "she didn't want any bad blood." She then walked to the back of the office to see if our deposit was still in the office and because it was already deposited into the Boulder Creek account she asked where we would like the check sent to and I gave her the home address I had put on the application. She then informed me that it could take up to 30 days by law but that we could expect it within 10 business days. I also have an email from their corporate office letting me know that she reviewed my case and is sorry to inform me she would have to agree with the area manager about my status but if I would like to apply again with verifiable income they could use my deposit for those fees. My question now would be, if I was accepted according to the area manager why would the corporate manager tell me she would have to agree the area manager on her decision but that I can try and apply again with verifiable income. Why would I have to apply again if I was already accepted by them? I have all the emails and voicemails they have sent me as well as those I have written as proof of my allegations.
Regards,
[redacted]

7/7/2014
Complaint ID# [redacted]
13.9pt 0in 0.0001pt 0.85in;">To Whom It May Concern:
I am writing you today in response to the letter we received 6/30/2014, reguarding complaint ID [redacted]. At Boulder Creek Apartment Homes we strive to approve every applicant within the parameters of our rental acceptance guidelines and the standard of fair housing. Every applicant, before proceeding with the application process signs and agrees to our rental acceptance guidelines as well as the standardized TAA Rental Application for Residents and Occupants.
According to our rental acceptance guidelines, under income, "Household verifiable gross income must equal or be greater than three (3) times the Market rental rate." The applicant in question provided us with bank statements which showed only "customer deposits" which are not "verifiable income". We asked the applicants to provide us with proof of where this income was coming from at which time they stated they would not provide us with this proof. At this time after a discussion with our Area Manager, they were informed they would be approved with additional rent and deposits owed upfront. Once they were told it would be two months rent and an additional month as a deposit they stated they would write us a check. At this point they were informed the money would have to be paid by certified funds (i.e money order or cashiers check). Upon hearing they would have to pay by certified funds the applicants became upset and stated they no longer wanted to go through with the application.
At no point in time were these applicants told they were going to be refunded any portion of their monies. For days they called several representatives of our company stating that the previous person they spoke to (each time a different person) promised them a refund, and upon investigation this was found to be false. According to the application that was signed, in paragraph 3.:
Application Deposit (may or may not he refundable). In addition to any application fee, you have delivered to our representative an application Deposit in the amount indicated in paragraph 14. The application deposit Is not a security deposit. However, it will be credited toward the required Security deposit when the Lease Contract has been signed by all parties; OR It will be refunded under paragraph 10 if you are not approved; OR it will be retained by us as liquidated damages if you fail to sign or attempt to withdraw under paragraph 6 or 7 or fail to answer any question or give false information.
According to this document, the applicant was in breach of this document on two instances, First, they failed to provide us with proof of verifiable income upon request. Second, they withdrew their application after they were approved with conditions by Boulder Creek Apartment Homes.
Unfortunately, we cannot substantiate this as a legitimate claim. Therefore we cannot reimburse for the amount in question,
Regards,
Property Manager
Boulder Creek Apartment Homes
###-###-####