Boutique Apartments

Complaint: [redacted] I am rejecting this response because:Again we got the lease after waiting months and we got it days after our lease started and that's a factBoutique reached out when they took over in October and said the rent will raise and we will get our new lease in a weekAfter multiple calls wondering where our lease was they finally sent it over after our new lease startedThe person at boutique told us it was because she was sickAnd since you told us all your calls are recorded I guarantee that is on thereAs for the extra days we were never told about extra rent for the days in writing and on the phoneIf we owed for rent why were we not notified by writing or when we returned the keysBoutique has the worst customer service and it shows how they are handling thisWe waiting for weeks to hear back about the deposit shortage and conviently after we filled this report they called us the next day and told us to take the complaint down Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/10) */ From: xxxxxxxxxxxxxx mailto: [redacted] @gmail.com Sent: Thursday, October 29, XXXX XX:XX AM To: [redacted] Subject: Re: Follow up from Tuesday Thanks for explaining [redacted] Yes, I'd like to keep my parking,that must have just been an oversight on my partSo if I understand this correctly, $of the credit you applied towards me went to my parking on 10/1, and the additional $is being applied for my parking on 11/1, and that is why the balance due is $558, which covers my rent only? I don't have any further questions; thank you for letting me know what is going and how the reduction will be applied to my account The email above is confirmation of resolution on this issueThe resident was offered a credit equal to a 1/month's rent for the delayed resolutionThere were several steps to curing the issue including but not limited to sealing all potential access points, inspecting the entire premises for proper living conditions, utilizing a pest control company to eradicate any activity, aligning the efforts of resident with the process of the pest control company for the isolated apartment home affected, and offering monetary credits for the inconvenience

Hi [redacted] , Thank you for letting us know about your concernsI looked back through both your work order history and your upstairs neighbors work order history to see what has been happening and whyYou state three concerns: You called in a leak in your bathroom coming from upstairs and your upstairs neighbor told you that it was reported months ago, and not resolved.You yourself had a recurring plumbing problem that was not resolved in a timely manner.You believe that the water heater for the building is not large enough to heat the required amount of water for the building’s needsI will respond to each issue sequentially; Neither your apartment nor your upstairs neighbor have a past work order for a leak originating in the upstairs apartment bathroomYour upstairs neighbor did contact us in both February (work order #48759) and December (work order #74669) of regarding not having hot water, but not a word about a bathroom leak appears in either work orderThe first was caused by air trapped in the water line and the second was caused by a failed water pumpIn both cases a plumber was promptly dispatched and the repair completedAs such, this is the first we have heard of the issueMaintenance should be taking care of it today, and I would appreciate your feedback regarding the timing and effectiveness of the repair as well as the professionalism and friendliness of our crewI looked back at your plumbing work orders and indeed, we did need to come out three separate times for leaks in your bathtub/showerService requests (5/9/16), 94796/(6/13/16), and 97705/(7/14/16), were placed regarding tub handle leaks91570: The first time we came, the maintenance technician replaced a bib in the apparatus, stopping the leakThe issue was resolved within one day of being reported to us.94796/94853: You contacted us again because the leak had returned and the first resolution, while it had looked good initially, had proven inadequate - the leak had returnedOur technician disassembled the handle, applied plumbers wax to the area that was allowing the water to leak, and replaced the handleOnce again, he made sure that the leak had stopped before leavingThe issue was resolved within one day of being reported to us.97705/97747: The third time we were contacted, the tubs in both bathrooms now had leaks in the hot water handlesOur technician replaced both shower stems, resolving the leaksOnce again, the issue was resolved within one day of being reported to us We pride ourselves on responding quickly to resident concerns and on resolving those concerns efficientlyI understand that it is frustrating to have an issue come back twice after it was already ‘repaired’, and I apologize for the frustration you must feel, but plumbing issues can be hard to diagnose correctly, particularly when an attempted solution seems to have resolved the problemI am sorry to get a bit technical on this one, but it will hopefully help you understand how the hot water works in your buildingSome buildings have a boiler that supplies the building with heat, and a separate hot water heater for domestic hot water (that is used in sinks, showers, etc.)Others have a boiler that supplies bothThis is accomplished by using something called a ‘side-arm’ that uses heat from the boiler to heat water for domestic hot water usage The building you live in does not have a separate hot water heater, it has a side-armThe boiler is a massive piece of equipment that should have no trouble heating up a lot more water than the building can possibly needWhat seems reasonable therefore is that either a setting on the boiler would need to be changed to ensure enough hot water, or possibly that the side-arm water tank is undersized and would need to be replacedI will have maintenance look into both possibilitiesThank you for bringing this to our attention - I do want to stress that this is not an issue that we were made aware of before and while we will certainly look into it as soon as possible, we can’t be expected to fix problems that we are not made aware of

In response to the complaint made by [redacted] : On September 19th, prior to moving out of his unit on November 19th, [redacted] turned in a notice to vacate As part of our process, we then sent him a receipt of the notice On this receipt, it states the following in bold print as part of a part list of items to complete prior to turning in keys and giving up possession: You will need to end your [redacted] services, please contact [redacted] with your move-out dateTheir website is www.***energy.com or you can call the customer service line at 1-800-895-Please keep in mind [redacted] does not back date changesYou must make the request to take service out of your name effective on your move-out date on or before your move-out date It is not our practice to shut off the accounts for residents as they move out for a few reasons, chief among them is that it is their account with [redacted] and we do not have the authorization to make financial changes to an account with [redacted] If we are not part of the contract between them and ***, we cannot make changes Additionally, a resident can transfer services with [redacted] avoiding future deposits that may be required and if we could shut off service, we would cause the resident to incur additional moneys owed on a new service location without the residents express written permission Once the resident places a cancel order, the electricity reverts back to the landlord as part of the landlord agreement It is the responsibility of the resident to maintain their own accounts for utilities including paying for them and dealing with their dates of service Mr [redacted] did not call ***, but assumed, we would be cancelling his service even though we had written him months prior with a list of items to complete prior to moving out and included the termination of his [redacted] Service He called and talked to several people trying to get us to send him a check for the time he was not in the unit We provided him with notice of final billing that could be used to contact [redacted] and back date his service cancellation on December 4th He ignored this communication as well and instead finally found an employee who was not informed on our policy and therefore, verbally told him we would refund his money Due to this error, We did cut him a check for $this week; however, we made diligent efforts with him to help him with his own responsibilities which we had no way of helping him with

Upon hearing about the issues that [redacted] encountered, I personally reached out to [redacted] on 6/28/17, in my capacity as leasing director for [redacted] , and agreed with the request to refund all monies that [redacted] had given during the application process Our goal as an organization is to provide a wonderful leasing experience, and to make the process of finding a new home as seamless as possibleWe understand that the responsiveness of our team was lacking in speed and effectivenessWe are unsure as to exactly why and where the communication discrepancy occurredWith the application completed at the end of the day on a Friday (4:30pm), our ability to process and respond immediately was hinderedWe do apologize that it took us until later in the day on Monday to respond to his application We strive to be as communicative and transparent about our processes and our apartment informationWe do not intend to mislead our prospects or misrepresent our apartments in any mannerWe acknowledge a staff error on when the apartment would be availableThe goal of our website is to provide accurate and easily accessible information about our apartmentsWe did not intend for the availability dates on the website to administer incorrect information We apologize for your experience with [redacted] [redacted] requested that we refund the full $that was paid at the time of application, and we have agreed to this requestThe refund has been submitted and will be received by [redacted] ***We have taken all of the information you have provided us and addressed the issues within our team and our website to ensure that these problems do not occur again

[redacted] did not pay his rent on time in June, nor did he pay his rent on time in any of the preceding months and in months since January of He is very knowledgeable of the process in such casesWe posted a 3-day notice on June 7th, and when no payment was made, we filed the case with the court on June 15thA letter specifically stating that payment after the 25th of the month would not be accepted without the following months’ rent had previously been sent to Mr [redacted] on June 12th Mr [redacted] did not show up to court on June 29th and the court immediately awarded [redacted] a default judgement for possession and the writ was sent to the sheriff to schedule evictionOnce a judgement has been entered, we are not required to accept funds, and indeed, we do not, unless all obligations have been met Following the court’s decision, Mr [redacted] came to the office on June 29th and dropped off a payment that did not include July's rental amountAlthough we do have some new employees at the front desk, none of them stated that he would have an additional two weeks to pay the remaining balanceOur lease agreement clearly states that no verbal agreements will be made between the partiesShould we ever offer to extend the payment period for a resident, it would be in writing Because the resident did not pay the entire amount due, and because it was explicitly stated, in writing, that we would not accept any payment made that was not for the full amount, we contacted the resident to let him know that we would not be accepting the moneyTo date, Mr [redacted] has not made payment on his rental amount since May 15thWe have worked with him in the past to allow him to remain in the apartment through all the past late paymentsWe do have our limits, however, and one of them is when a resident proceeds all the way though evictionIn such cases, we require them to pay the total amount due to not cause court appearances every monthPlease let me know if you have any questions in this regard

Initial Business Response /* (4000, 8, 2015/07/29) */
This is in response to Revdex.com Case #: XXXXXXXX
Former resident of *** *** is questioning the validity of carpet replacement in a bedroom due to pet damage and the subsequent charge which was withheld from her security deposit following her
move out on 3/31/Boutique Apartments makes every effort to be fair and transparent with any funds required to be withheld from a security depositThere is no charge for a deep cleaning of carpet as that would be considered wear and tear
In this situation every effort was made to save the carpet and avoid the cost of replacement which was not possibleThe carpet was damaged due to odor in both the carpet and underlying carpet pad, tenant was sent photos of the carpet however odor does not show up in pictures and the associated staining was very minimalThe timeline of events related to the carpet is as follows:
3/31/– Resident Vacates apartment
4/1/– Boutique Apartment Service Technician walked the apartment and scheduled work to be done to prepare the apartment for the next tenantAt that time the Service Technician decided to have the carpet cleaned as the damage to carpet was not visible
4/11/– *** *** Cleaning cleaned the apartment and attempted to clean the carpet in the bedroomUpon cleaning it was apparent that pet damage had occurred and was in the carpet padding which cannot be effectively removedAt this point carpet and pad replacement was scheduled
4/13/- The carpet and padding were replaced by *** *** at a cost to Boutique Apartments of $(see attached invoice)As the carpet was years old and the typical lifespan of carpet is years tenant was billed for the remaining life of the carpet which equates 60% and the bill of $
Boutique Apartments does not profit from any aspect of preparing an apartment for the next tenant, the replacement was necessary to bring the apartment back to the same condition that it was when this tenant took possessionPlease note that the cost for the initial attempt to clean the carpet on 4/11/was not passed along to the former resident as that service was not effectiveThis charge along with the other items previously addressed with this former resident are fair and necessary
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initially when I questioned the charge I was informed that this apparent stain was evident and caused an odorNow I'm being told that it wasn't apparent and significant cleaning was done to find this pet damageWhen you claim your business doesn't profit from miscellaneous charges, you clearly haven't read your online reviews from past tenantsThis is your most common complaint, questionable charges
Final Business Response /* (4000, 23, 2015/09/25) */
Past resident is insinuating that charges to account for replacement of carpet were not necessary and that the business somehow profited from this eventPreviously attached was the invoice for the replacement of this carpet totaling $after deducting 40% for the age of the carpet resident was billed a fair and reasonable amount of $for the carpet and pad replacementIn no way did Boutique profit nor try to mislead tenant on the efforts made to minimize tenant expense which included cleaning the carpet prior to replacement at no cost to the tenantBoutique apartments feels that the charges to tenant are fair and reasonable

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The residency we are discussing commenced on 12/01/2014 with an expiration date of 12/31/2015 with [redacted].  This particular agreement required a 30 day notice to vacate and states “Resident’s notice to vacate shall specify the date that the Resident will vacate...

(“Vacate Date”) and such date shall not be less than 30 days from the date Resident gives notice, and shall not be for a date prior to the end of the Lease term.  We acquired the management of this building in August of 2015, so this was an inherited agreement/Lease.    In January of 2016 the signed renewal term commenced on 1/01/2016 with an expiration date of 10/02/2016.  A policy difference between prior management and ourselves would be that all of our leases expire on a Sunday versus an extension to month end, or a 365 day count on a 12 month lease.  Our lease states “if for any reason prior to the end of the Lease Term, any extension, or renewal, Resident vacates the Premises for any reason without fully performing all Lease covenants” they will be charged for the “lease break event” which was 2 days of prorated rent to complete the term of the lease expiring on 10/02/2016 which is the same day the residents vacated.   This lease was signed electronically from the leisure of whatever space elected by the resident. There should not have been any reason to feel rushed in signing or any latency in the disclosure of terms.  Hence a July 30th email from the resident stating:   Sent: Saturday, July 30, 2016 7:22 PM To: RSC Subject: Lease 60 Day Notice termination   To whom it may concern, We are writing to inform Boutique Apartments that we will be terminating our lease and the end of its terms on 10/02/2016. Please send me confirmation that this notification has been received and recognized. Thank you,   To which we responded:   [redacted]   Thank you for giving us written documentation regarding your intent to vacate. We are sorry to hear that you will be leaving us and please do let us know if there are any other options within our Boutique or Wheelhouse inventory that would be an option for you. Please keep this letter as a receipt confirming that we received your notice to vacate form on 7/30/2016. According to your notice to vacate form, your scheduled move out day will be 10/2/2016. Please be sure that you have your keys in our possession no later than midnight on this date.   The resident signed a lease renewal expiring on 10/2/2016, provided proper notice stating they were vacating on 10/2/2016, turned in keys on 10/2/2016, and was charged rent through 10/2/2016. However, we are always focused on customer service and resolution rather than conflict.  On 12/13 a member of our accounting department offered to refund the two days of rent in question because the resident felt the lease should have ended on 9/30, but we would be doing so in error of the signed agreement.

In response to the complaint made by [redacted]:   On September 19th, prior to moving out of his unit on November 19th, [redacted] turned in a notice to vacate.  As part of our process, we then sent him a receipt of the notice.  On this receipt, it states the following in bold...

print as part of a 4 part list of items to complete prior to turning in keys and giving up possession:   You will need to end your [redacted] services, please contact [redacted] with your move-out date. Their website is www.[redacted]energy.com or you can call the customer service line at 1-800-895-4999. Please keep in mind [redacted] does not back date changes. You must make the request to take service out of your name effective on your move-out date on or before your move-out date.   It is not our normal practice to shut off the accounts for residents as they move out for a few reasons, chief among them is that it is their account with [redacted] and we do not have the authorization to make financial changes to an account with [redacted].  If we are not part of the contract between them and [redacted], we cannot make changes.  Additionally, a resident can transfer services with [redacted] avoiding future deposits that may be required and if we could shut off service, we would cause the resident to incur additional moneys owed on a new service location without the residents express written permission.  Once the resident places a cancel order, the electricity reverts back to the landlord as part of the landlord agreement.   It is the responsibility of the resident to maintain their own accounts for utilities including paying for them and dealing with their dates of service.  Mr. [redacted] did not call [redacted], but assumed, we would be cancelling his service even though we had written him 2 months prior with a list of 4 items to complete prior to moving out and included the termination of his [redacted] Service.  He called and talked to several people trying to get us to send him a check for the time he was not in the unit.  We provided him with notice of final billing that could be used to contact [redacted] and back date his service cancellation on December 4th.  He ignored this communication as well and instead finally found an employee who was not informed on our policy and therefore, verbally told him we would refund his money.  Due to this error, We did cut him a check for $21.50 this week; however, we made diligent efforts with him to help him with his own responsibilities which we had no way of helping him with.

Initial Business Response /* (1000, 6, 2015/10/04) */
Our records show 9 maintenance or service related requests for this apartment home YTD. The shortest response time was 34 minutes, and 7 of the 9 requests were resolved in 3 days or less. One of the two requests exceeding this parameter was to...

have a refrigerator looked at for proper function. Our records show this request took place on August 20th. The appliance in question was inspected for replacement on September 2nd and a new appliance was installed on September 14th. It is not our practice to promise dates of delivery for any appliance since the logistics are outside of our control. Without hesitation meant when we were aware of an issue we fixed it, and if repairs are not an option then replacement is our cure. We also offer a resident portal, and all tenants have access 24/7 to communicate any deficiencies they may be experiencing in their home and those request are time stamped, as well as an emergency maintenance line for more severe scenarios. We are not in the business of buying people's satisfaction, but rather listening as an active discipline to ensure we cure any deficiencies that may exist in ones home.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I have not made 9 service requests. I did not call in XXXXX, XXXXX, XXXXX, XXXXX, XXXXX, or XXXXX. [redacted] from Boutique actually sent me an email stating the new boiler that was installed may not fix the hot water issue which was called in with my refrigerator request (XXXXX). I have the email he sent stating that he needed to set up a time with me for the tech to come take a look. I complied with that request and the tech has come and gone.
2. August 20th is the date that someone from Boutique ([redacted]) finally returned my phone calls. We discussed the issues I was having with my hot water and that my refrigerator hadn't been working for almost 3 months (by the time she called back). She stated "well we have over 70 properties" and was very unprofessional during our conversation. It took another 13 days for someone to even look at the refrigerator. I believe that is some degree of hesitation.
3. Boutique still has not acknowledged the fact that I had been calling since the beginning of June to get this issue corrected. The documentation they sent over is simply when they finally corrected the issue. The resident portal is an option which I wasn't made aware of until my face-to-face meeting with Terrence. I also had lease-related questions which aren't appropriate for a "deficiencies" portal. If Boutique isn't going to answer the phone or return calls then the option to call and talk to a live person should be eliminated. I also tried to reply to a general email I received from [redacted] which detailed my issues with the refrigerator (and other questions) and that email was returned as undelivered because the mail box did not exist.
4. Boutique may not be "in the business of buying satisfaction" but they are in the business of providing housing and upholding agreements. The fact that I went without a working refrigerator for so long is inexcusable. Especially for a resident that has paid their rent on time every month (even when I wasn't getting call backs and couldn't have any food(s) that needed to be refrigerated in my home) and upholds their agreements in the lease.
Final Business Response /* (4000, 16, 2015/11/06) */
Please see below for communication sent to resident via email regarding issue:
XXXX,
I wanted to touch base with you regarding your request for a concession based on your overall experience at [redacted] I also would like some feedback on the work we have now completed. Is the hot water still an issue? [redacted], communicated you had not experienced the issue in a while and you would reach out to him if needed. Also has appliance we replaced performed to your expectations? Please let me know if there are other items regarding the functionality of your apartment that have been missed or that we have not been responded to.
What we are able to offer regarding your request is one of two options. If your experience thus far has been one you wish to wash your hands of we are willing to release you from your lease with a 14 day notice rather than the required 60 notice, and waiving "Liquidated Damages" totaling $1400 for a lease break event during your current term. I know you discussed moving not being a preferred option, but we want to provide some flexibility around your decision.
If you would rather stay and afford us the opportunity to provide more responsive service moving forward we are offering a $500 rent credit off of December's rent for the delayed resolution regarding your service requests.
We understand your renewal is approaching requiring a long term decision trusting we will uphold our level of service throughout the duration of the lease extension. If at any time during the lease extension we fail to meet your service expectations we will release you from the lease without payment of "Liquidated Damages" totaling $1650 during the new term if a written 30 day notice is provided. Please let me know how you wish to proceed.
Sincerely,
T.Gxxxxxx
___________________________________________________________________
Txxxxxx Gxxxxxx Regional Manager
P: XXX-XXX-XXXX
Boutique Apartments Wheelhouse Apartments
[redacted] Suite [redacted] Denver, CO XXXXX
Final Consumer Response /* (2000, 18, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I do feel better about the situation and knowing that should another situation arise like this, I am able to give notice and vacate.

Hi [redacted],   Thank you for letting us know about your concerns. I looked back through both your work order history and your upstairs neighbors work order history to see what has been happening and why. You state three concerns:   You called in a leak in your bathroom coming from upstairs...

and your upstairs neighbor told you that it was reported months ago, and not resolved.You yourself had a recurring plumbing problem that was not resolved in a timely manner.You believe that the water heater for the building is not large enough to heat the required amount of water for the building’s needs. I will respond to each issue sequentially; Neither your apartment nor your upstairs neighbor have a past work order for a leak originating in the upstairs apartment bathroom. Your upstairs neighbor did contact us in both February (work order #48759) and December (work order #74669) of 2015 regarding not having hot water, but not a word about a bathroom leak appears in either work order. The first was caused by air trapped in the water line and the second was caused by a failed water pump. In both cases a plumber was promptly dispatched and the repair completed. As such, this is the first we have heard of the issue. Maintenance should be taking care of it today, and I would appreciate your feedback regarding the timing and effectiveness of the repair as well as the professionalism and friendliness of our crew. I looked back at your plumbing work orders and indeed, we did need to come out three separate times for leaks in your bathtub/shower. Service requests 91570 (5/9/16), 94796/94853 (6/13/16), and 97705/97747 (7/14/16), were placed regarding tub handle leaks. 91570: The first time we came, the maintenance technician replaced a bib in the apparatus, stopping the leak. The issue was resolved within one day of being reported to us.94796/94853: You contacted us again because the leak had returned and the first resolution, while it had looked good initially, had proven inadequate - the leak had returned. Our technician disassembled the handle, applied plumbers wax to the area that was allowing the water to leak, and replaced the handle. Once again, he made sure that the leak had stopped before leaving. The issue was resolved within one day of being reported to us.97705/97747: The third time we were contacted, the tubs in both bathrooms now had leaks in the hot water handles. Our technician replaced both shower stems, resolving the leaks. Once again, the issue was resolved within one day of being reported to us.   We pride ourselves on responding quickly to resident concerns and on resolving those concerns efficiently. I understand that it is frustrating to have an issue come back twice after it was already ‘repaired’, and I apologize for the frustration you must feel, but plumbing issues can be hard to diagnose correctly, particularly when an attempted solution seems to have resolved the problem. I am sorry to get a bit technical on this one, but it will hopefully help you understand how the hot water works in your building. Some buildings have a boiler that supplies the building with heat, and a separate hot water heater for domestic hot water (that is used in sinks, showers, etc.). Others have a boiler that supplies both. This is accomplished by using something called a ‘side-arm’ that uses heat from the boiler to heat water for domestic hot water usage.  The building you live in does not have a separate hot water heater, it has a side-arm. The boiler is a massive piece of equipment that should have no trouble heating up a lot more water than the building can possibly need. What seems reasonable therefore is that either a setting on the boiler would need to be changed to ensure enough hot water, or possibly that the side-arm water tank is undersized and would need to be replaced. I will have maintenance look into both possibilities. Thank you for bringing this to our attention - I do want to stress that this is not an issue that we were made aware of before and while we will certainly look into it as soon as possible, we can’t be expected to fix problems that we are not made aware of.

Dear [redacted],
Upon first hearing about the confusion, we provided a gift card as an apology for our errors. Since receiving notice of [redacted]’s complaint of his experience renting from Boutique Apartments, we were able to provide a parking spot, as of 9/8/17. [redacted] picked up the new...

garage door opener on 9/11/17.
We understand and apologize for the frustration [redacted] experienced when he was provided this misinformation regarding parking availability at his new building, which was thought to be true when initially discussed with him. We were changing processes in internal parking management, and informed [redacted] there was a spot available for him, which turned out to not be accurate. This was a misunderstanding internally, and we are very sorry it had such a negative impact on [redacted]’s living comforts at our property.
We do not accept credit cards for rental payments. This information was misunderstood by our newly trained leasing agent and was clarified as soon as possible, prior to move in.
Our goal as an organization is to provide a wonderful leasing experience, and to make the process of finding a new home as seamless as possible. We strive to be as communicative and transparent about our processes and our apartment information. We do not intend to mislead our prospects or misrepresent our apartments in any manner. We have taken all of the information you have provided us and addressed the issues within our team and our website to ensure that these problems do not occur again.

Complainant’s response to our reply states “Boutique sent us [the renewal lease] 3 months after our lease expired with Pinnacle.”  This is not the case.  The Pinnacle lease expired 12/31/2015, and the new lease was signed 01/07/2016 (effective 01/01/2016).  The Revdex.com complaint did bring the concern regarding the 2 days of October 2016 rent to the attention of upper management and the Accounting Manager reached out to resolve the issue.  As was discussed in that conversation, the matter did take some time to be resolved to the complainant’s satisfaction largely due to the fact that the complaint was of the opinion that they should not need to pay the 2 days of rent for October that was agreed to & had the benefit of possession/occupancy during those 2 days.  The staff had previously tried to explain the need to pay rent for any days occupied &/or agreed to per the Lease, but this was not deemed a satisfactory resolution in the resident’s opinion.  The Accounting Manager’s notes from the conversation after the Revdex.com complaint were “I did apologize for the delay with resolution but also tried to explain that it likely would have been resolved more quickly if there was an actual error.  Resident’s main concern and what she kept repeating was that she signed for 9 months and not 9 mo & 2 days & questioned why the lease end date was 10/02.  I explained that the lease end dates are made to be Sundays since most people prefer to move over a weekend & also explained that any concern about the lease end date would have been easier to resolve at renewal or at least when notice was given.”We strive to meet the needs and wishes of our customers.  If the residents had questioned or posed a concern regarding the lease end date at the time of the lease signing or at the time the notice to vacate was given, we would have been able to entertain an end date of 09/30.  Unfortunately, requesting a 09/30 lease end date after moving out is an unreasonable request, which makes satisfactory resolution difficult.As was previously mentioned, the Accounting Manager did try to resolve the matter by offering to credit/waive the 2 days of rent as a customer service gesture as well as avoid any further negative feedback or time & effort regarding the complaint on any platform.  At this point, we are at a loss as to what the residents/complainants desire as a satisfactory resolution.

Initial Business Response /* (1000, 9, 2015/11/10) */
From: xxxxxxxxxxxxxx mailto:[redacted]@gmail.com
Sent: Thursday, October 29, XXXX XX:XX AM
To: [redacted]
Subject: Re: Follow up from Tuesday
Thanks for explaining [redacted] ... Yes, I'd like to keep my parking,that must...

have just been an oversight on my part. So if I understand this correctly, $25 of the credit you applied towards me went to my parking on 10/1, and the additional $25 is being applied for my parking on 11/1, and that is why the balance due is $558, which covers my rent only?
I don't have any further questions; thank you for letting me know what is going and how the reduction will be applied to my account.
The email above is confirmation of resolution on this issue. The resident was offered a credit equal to a 1/2 month's rent for the delayed resolution. There were several steps to curing the issue including but not limited to sealing all potential access points, inspecting the entire premises for proper living conditions, utilizing a pest control company to eradicate any activity, aligning the efforts of resident with the process of the pest control company for the isolated apartment home affected, and offering monetary credits for the inconvenience.

Complaint: [redacted]
I am rejecting this response because:Again we got the lease after waiting 3 months and we got it 7 days after our lease started and that's a fact. Boutique reached out when they took over in October and said the rent will raise and we will get our new lease in a week. After multiple calls wondering where our lease was they finally sent it over after our new lease started. The person at boutique told us it was because she was sick. And since you told us all your calls are recorded I guarantee that is on there. As for the 2 extra days we were never told about extra rent for the 2 days in writing and on the phone. If we owed for rent why were we not notified by writing or when we returned the keys. Boutique has the worst customer service and it shows how they are handling this. We waiting for 2  weeks to hear back about the deposit shortage and conviently after we filled this report they called us the next day and told us to take the complaint down.    
Sincerely,
[redacted]

[redacted] did not pay his rent on time in June, nor did he pay his rent on time in any of the preceding 10 months and in 22 months since January of 2014. He is very knowledgeable of the process in such cases. We posted a 3-day notice on June 7th, and when no payment was made, we filed the case with...

the court on June 15th. A letter specifically stating that payment after the 25th of the month would not be accepted without the following months’ rent had previously been sent to Mr. [redacted] on June 12th.   Mr. [redacted] did not show up to court on June 29th and the court immediately awarded [redacted] a default judgement for possession and the writ was sent to the sheriff to schedule eviction. Once a judgement has been entered, we are not required to accept funds, and indeed, we do not, unless all obligations have been met.   Following the court’s decision, Mr. [redacted] came to the office on June 29th and dropped off a payment that did not include July's rental amount. Although we do have some new employees at the front desk, none of them stated that he would have an additional two weeks to pay the remaining balance. Our lease agreement clearly states that no verbal agreements will be made between the parties. Should we ever offer to extend the payment period for a resident, it would be in writing.   Because the resident did not pay the entire amount due, and because it was explicitly stated, in writing, that we would not accept any payment made that was not for the full amount, we contacted the resident to let him know that we would not be accepting the money. To date, Mr. [redacted] has not made payment on his rental amount since May 15th. We have worked with him in the past to allow him to remain in the apartment through all the past late payments. We do have our limits, however, and one of them is when a resident proceeds all the way though eviction. In such cases, we require them to pay the total amount due to not cause court appearances every month. Please let me know if you have any questions in this regard.

Upon hearing about the issue that [redacted] experienced, Boutique Apartments found the most efficient and sufficient solution to the problem, would be to write him a check, and avoid any delays that might  occur while dealing with Square. We have written [redacted] a check for the $45 refund. As the leasing manager, I have contacted [redacted] to retrieve an up to date address and inform him of this solution. The check was mailed on 8/30/2017.  We understand that this was an inconvenience that should not have been encountered and we apologize. [redacted] requested that we refund the full $45 that was paid at the time of application, and we have agreed to this request. The refund has been provided in the form of a check, as to avoid any delay. We have taken all of the information you have provided us and addressed the issues within our team to ensure that these problems do not occur again.   Thank you!  [redacted]

Upon hearing about the issues that [redacted] encountered, I personally reached out to [redacted] on 6/28/17, in my capacity as leasing director for [redacted], and agreed with the request to refund all monies that [redacted] had given during the application process.  Our goal as an...

organization is to provide a wonderful leasing experience, and to make the process of finding a new home as seamless as possible. We understand that the responsiveness of our team was lacking in speed and effectiveness. We are unsure as to exactly why and where the communication discrepancy occurred. With the application completed at the end of the day on a Friday (4:30pm), our ability to process and respond immediately was hindered. We do apologize that it took us until later in the day on Monday to respond to his application.   We strive to be as communicative and transparent about our processes and our apartment information. We do not intend to mislead our prospects or misrepresent our apartments in any manner. We acknowledge a staff error on when the apartment would be available. The goal of our website is to provide accurate and easily accessible information about our apartments. We did not intend for the availability dates on the website to administer incorrect information.  We apologize for your experience with [redacted] requested that we refund the full $245 that was paid at the time of application, and we have agreed to this request. The refund has been submitted and will be received by [redacted]. We have taken all of the information you have provided us and addressed the issues within our team and our website to ensure that these problems do not occur again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I would like to note that my move out date was November 19th, so the auto generated acknowledgement email that mentioned that it was my responsibility to contact [redacted] was and was sent on September 19th was not the best way to communicate important information.  However over the next 2 months a number of employees of Boutique Apartments repeatedly gave me false information and made false promises, and then decided not to take any responsibility for their actions.  That's disgraceful!
Sincerely,
[redacted]