BriceGrove Park Apartments

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Hilliard Grand strives to have a positive relationship with its residents We recognize, however, that incidents may arise in which a resident is dissatisfied with our customer service When such incidents do arise, they can often be a useful tool for both parties to improve their relationship with one another We are hopeful that proves to be the case with Residents’ complaintWhen Residents’ rent payment was not paid for May 2015, Hilliard Grand sent a courtesy reminder to Residents, whereby we agreed to waive any late fee so long as payment was received Residents responded, apologizing for the “mix up” and informing us that Residents had relocated to the West Coast In an effort to assist Residents, we provided them with instructions on how they could pay their rent online for their convenience Residents declined to do so, instead stating that they would pay their rent by check via mail Hilliard Grand apologizes to Residents if they took offense to us informing them that online payment was available, but asserts that doing so was more than reasonable given Residents’ changed circumstancesAs of the date of this response, despite representations that they would do so, Residents have still not paid their rent for May As a result, Hilliard Grand commenced eviction proceedings Consistent with the lease and applicable statutes, we were required to provide certain notices to Residents in connection with that process Although we understand and appreciate that Residents are upset by our decision, we nonetheless have the right to pursue our rights and remedies under the lease and law resulting from Residents’ non-payment And while we remain happy to try to work things out with Residents, any such willingness does not alleviate our requirements to comply with applicable notice requirements (even if Residents now live on the West Coast instead of the apartment)Similarly, Residents take issue with Hilliard Grand providing them with notice that we would have to enter their apartment if they did not reconnect their utilities Specifically, we received notice from the local utility provider that Residents’ utilities had been disconnected We brought the issue to Residents’ attention, and Residents proceeded to make the payment needed to reconnect their utilities As a result, we did not need to enter Residents’ apartment Again, however, this was standard protocol for any apartment in which the utilities are disconnected Certainly Residents would not have wanted us to enter their apartment without first giving them notice and opportunity to cure the issue precipitating the need to enter their apartment in the first place In sum, Residents appear to be under stress caused by their cross-country move Residents, however, are still under lease with Hilliard Grand, such that we are required to provide them with certain notices and manage the property in the same manner as we would if Residents still resided in the apartment We apologize for any inconvenience that this may cause Residents, but such inconvenience does not equate to wrongdoing on the part of Hilliard GrandIf Residents would like to do so, Hilliard Grand is happy to discuss their situation with them Residents may do so any time by contacting Hilliard Grand’s Manager or Assistant Manager at ###-###-####

This was not handled with any amount of customer service at all making it harassing to me and my husbandWe had never been late paying rent before and always reliableThis is the account of events:
Thank you for the communication. I will chronologically put things in order so
the picture is painted the way it should be and is understood correctly
1.
April 7th we gave written notice as to our
move to west coast. Our move out date, June 7th or 8th
2.
May 4th *** reached out to my husband to
tell him we were late and to pay- she will “waive” late fee.
a.
My husband told her he believes it’s a mix up on our
end during the move and would get back to her
b.
My husband forwarded to me to handleI advised I
would handle the next day
3.
May 5th *** sent my husband another email
asking to remit payment only with a courtesy fee of $
a.
My husband got upset- forwarded to me to handle
b.
I emailed ***, advising to please remit
correspondence to both of us- we are married and both on leaseI explained we
would mail her a check and pay accordingly- to the notice that was taped to our
door after we gave written notice
4.
May 6th we received an email from ***
stating she got notice from *** Energy we were behind on our electric, as
result they had to put into Hilliard’s name or responsibility. Due to that happening they had to inspect
apartment
a.
I emailed back explaining she was not professional,
unkind and not helpful. We had always
been good tenants and this behavior she displayed- regardless of formality was
unacceptableElectric was paid that day
b.
I then contacted Revdex.com, Management Company and the
Attorney General
5.
May 11th I then heard next from another properties
manger to help aid me in my frustrations with ***
a.
I explained to *** my situation, I knew *** has a
responsibility but a little understanding for us from *** would have gone
a long way considering our move and stress
b.
I explained I appreciated her correspondence and we
knew our responsibility and that would have everything buttoned up by June 8th
6.
May 15th *** other properties manager
explained she had NOT received our rent and she would formally start eviction
process. Advising they could stop the
process if they were paid in full prior to court date
a.
I advised, I would stop payment on the check I mailed
and then also advised it seemed silly to start an eviction process since our
last official day was in a matter of days to a week or so- June 8th
7. * No responseUntil your correspondence today
8. * My husband cleared out and cleaned the apartment as of
May 20th
9. * We have family coming into apartment this weekend to
remove our bedroom suit they are taking off our hands- too nice and too much to move across country
10.
* Certified funds will be sent and paid as to the letter
we received taped to our door after giving our notice for our June 8th termination

Brice Grove Apartments strives to have a positive relationship with its residentsWe recognize, however, that incidents may arise in which a resident is dissatisfied with our customer serviceWhen such incidents do arise, they can often be a useful tool for helping Brice Grove Apartments to
improve its customer serviceWe are hopeful that proves to be the case with Resident’s complaintResident’s complaint stems from the fact that he was assessed a late fee for failing to timely pay his March rentThat late fee was expressly authorized under the terms of Resident’s lease, and Brice Grove Apartments therefore was justified in assessing that chargeWe are sorry to hear that Resident was allegedly in the hospital, which he contends caused the rent payment to be lateAlthough Brice Grove Apartments disputes and denies any wrongdoing, as a one-time customer service courtesy, we agree to issue him a one-time credit to his account in the amount of $As a result of this credit, we consider this matter closed and amicably resolvedIn the complaint, Resident also complains about a purported rise in criminal activity in the surrounding neighborhood and the complex’s proximity to Section and government housingInitially, we categorically reject Resident’s contention that Section and government housing are a stain on the surrounding neighborhoodRegarding complaints involving other residents of Brice Grove, as Resident presumably knows, we cannot provide details about another resident’s lease and/or lease enforcement measures that may have been taken against him or herBut we take all customer complaints seriously, reasonably investigate those complaints, and take whatever actions that we believe to be reasonably necessary under the circumstancesRegarding complaints involving non-residents and neighboring properties, while we may maintain systems or devices to try to minimize the impact that crime can have on our residents, we cannot represent or guarantee that any measures taken by us will increase our residents’ personal safetyWe have no control over local law enforcement authorities, but we cooperate with them to help protect our community and help keep our residents informedIn the event of an emergency or any time that a crime is suspected, Resident should contact the police immediately by calling Finally, in the complaint, Resident requests to be let out of his lease on June 15, As Resident well knows, his lease term expires on June 30, Resident has given notice of his intent to move out, which was his right, but Resident will be responsible for rent until the end of his lease term

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Hilliard Grand strives to have a positive relationship with its residents.  We recognize, however, that incidents may arise in which a resident is dissatisfied with our customer service.  When such incidents do arise, they can often be a useful tool for both parties to improve their...

relationship with one another.  We are hopeful that proves to be the case with Residents’ complaint.
When Residents’ rent payment was not paid for May 2015, Hilliard Grand sent a courtesy reminder to Residents, whereby we agreed to waive any late fee so long as payment was received.  Residents responded, apologizing for the “mix up” and informing us that Residents had relocated to the West Coast.  In an effort to assist Residents, we provided them with instructions on how they could pay their rent online for their convenience.  Residents declined to do so, instead stating that they would pay their rent by check via mail.  Hilliard Grand apologizes to Residents if they took offense to us informing them that online payment was available, but asserts that doing so was more than reasonable given Residents’ changed circumstances.
As of the date of this response, despite representations that they would do so, Residents have still not paid their rent for May 2015.  As a result, Hilliard Grand commenced eviction proceedings.  Consistent with the lease and applicable statutes, we were required to provide certain notices to Residents in connection with that process.  Although we understand and appreciate that Residents are upset by our decision, we nonetheless have the right to pursue our rights and remedies under the lease and law resulting from Residents’ non-payment.  And while we remain happy to try to work things out with Residents, any such willingness does not alleviate our requirements to comply with applicable notice requirements (even if Residents now live on the West Coast instead of the apartment).
Similarly, Residents take issue with Hilliard Grand providing them with notice that we would have to enter their apartment if they did not reconnect their utilities.  Specifically, we received notice from the local utility provider that Residents’ utilities had been disconnected.  We brought the issue to Residents’ attention, and Residents proceeded to make the payment needed to reconnect their utilities.  As a result, we did not need to enter Residents’ apartment.  Again, however, this was standard protocol for any apartment in which the utilities are disconnected.  Certainly Residents would not have wanted us to enter their apartment without first giving them notice and opportunity to cure the issue precipitating the need to enter their apartment in the first place. 
In sum, Residents appear to be under stress caused by their cross-country move.  Residents, however, are still under lease with Hilliard Grand, such that we are required to provide them with certain notices and manage the property in the same manner as we would if Residents still resided in the apartment.  We apologize for any inconvenience that this may cause Residents, but such inconvenience does not equate to wrongdoing on the part of Hilliard Grand.
If Residents would like to do so, Hilliard Grand is happy to discuss their situation with them.  Residents may do so any time by contacting Hilliard Grand’s Manager or Assistant Manager at ###-###-####.