Brook Arbor Apartments

Charged to replace carpet and repaint. When there was no damage to floors or wallsThere was nothing wrong with carpets or walls other than normal wear and tear which leasing consultant told me when I moved in was expected. Consultant told me when I moved in that they repaint between all tenants. I never painted or did anything to walls. But was charged $175 to repaint upon move out. Was also charged to replace carpets when nothing was wrong with them. They were already worn when I moved in. I asked before move out of I needed to get them cleaned and was told No by leasing consultant. Desired SettlementConsider security deposit paid in full and drop $641 chargeBusiness Response Based on the lease this resident read and signed upon move in, the expectation was to have paint and carpet returned in the same condition it was received. The apartments are painted between turns and based on how long the resident lives there prorated charges can be assessed. The carpets are expected to be cleaned. If this cleaning will not remove stains caused by this resident then the carpet has to be replaced and the resident is charged a prorated amount based on the expected lifespan of the carpet. This unit's carpet had several stains caused by the resident that would not come out. I wish the resident would have contacted the office to discuss charges in the unit prior to creating a complaint with the Revdex.com.Consumer Response I did contact the office. Twice. Before move out I went into the office and specifically asked what needed to be done and if they had a check out list I could take with me. I was told just to clean it and they didn't have a check out list. I then called as I was cleaning apartment and asked again what needed to be done. Told them I had vacuumed and cleaned. They said that was it and that someone would call me if there was charges. No one called me. I was just sent a huge bill with no explanation. I was only there 1 year. None of these charges look prorated based on living there 12 months. Especially when I never painted the walls another color or did anything to walls. My lawyer and I are requesting pictures of the so called damage. In addition I am still waiting on 2 return phone calls on the issue. Final Business Response To whom it may concern at the Revdex.com,Thank you for your inquiry into Case#[redacted] This resident was charged a prorated amount based on the expected lifespan of the carpet which equaled less than half of the cost of the actual replacement. We have the invoice for the carpet that was replaced due to the stains caused by the resident in addition to photos taken of this damage. The resident also received a Goodbye letter dated 9/22/2014 which covered the expectations upon exiting the unit. A final walkthrough was offered in writing, however not scheduled by the former resident with our office prior to the keys being turned in on 12/30/2014.

Brook Arbor did not provide billing for move out costs as stated. Instead sent account to collections so it would adversely impact my credit.My wife and I after a slack off in customer service under the new management decided to move out at the end of our lease on 02/28/2014. I completed a walk through with the property manager around 02/26/2014 and was asked our new mailing address by the property manager so she could send us a bill for the charges. I provided the new address and she said we would receive a bill the next billing cycle. We give it the complete month of March and we received nothing. We called the beginning of April we never received a bill. The bill had not been mailed and instead they mailed it out the next business day. We received the bill dated 04/09/2014. However, Brook Arbor did manage to forward the unpaid amount to a collection agency. We received the bill from the collection agency on 04/13/2014. By this time we had already mailed out the payment for the oustanding balance. I promptly called Brook Arbor and was told that they had indeed received the check and they would reach out to collections to correct the matter. From my experience with the current management I did not trust their word and called the collection agency after a week and a half. Brook Arbor cashed the check but did not reach out to collections to correct the matter. After providing the collections agency the amount, date cashed, and the check number he said he would reach out to the complex and my account would be squared away. Brook Arbor new manager [redacted] (6-8 months) has shown poor customer service and is the reason we decided to move out after 3 years in the complex with minimal issues. This was the final straw and thought it made sense to make the Revdex.com aware of the poor service practices.Desired SettlementThe poor service shown by Brook Arbor is something that I wanted on record. There is not much of a settlement past the time taken to make sure they did what they promised to begin with. If there is any ding on my credit related to this late payment or otherwise, they should be responsible to have it removed.The company that owns Brook Arbor should also be made aware of the poor service so improvements are made promptly.Business Response The statement was mailed to the address provided after their move out. [redacted] contacted the office and questioned the charges. She was informed of the carpet charge and stated "I'll discuss it with my husband but we won't be paying that." As per the letter sent, the account was sent to collection. The check from Mr. [redacted] arrived at my office after the account was sent to collection. When received, the collection agency was informed. The collection agency followed up to confirm receipt on 4/25/14. Account is paid in full. Consumer Response The companies response is totally fabricated. It's right in line with the poor customer service we had become accustomed to. My wife only called after no bill was received and she was told they would mail it to us. They are stating my wife said, "I will discuss it with my husband, but we won't be paying that." That is a complete lie. The conversation went exactly like this. From: [redacted]"After not receiving a final bill from Brook Arbor Apartments, I called their office to put them on notice of this oversight. I spoke with an office representative informing her that we moved out of our apartment in February but still had not received a final bill. She replied stating that she would relay this information to the manager, [redacted] who would be responsible for sending us our final statement. My conversation was very brief as I was told that the manager, [redacted] was not in the office at the time of my call. At no time did I dispute the charges or make any statements, express or implied, relating to our willingness to pay damage charges. All claims of this sort are absolutely false and a complete misrepresentation of that conversation."Final Business Response They were informed of the charges. The balance has been paid. The account is closed.

Before going to the property to fill out an application, I gave them a call to ask questions and based on the information I was given I went and spokeAfter filling out the application I gave it to [redacted] who was assisting me. She told me that we do not base our decision on your credit and that if you did have bad credit it would not disqualify you from renting. Also, that you would have to pay a higher deposit if you did have bad credit. I did tell her my credit was not good and that would be the only thing I was concerned about. The other thing she said would disqualify me would be if I had an eviction on my record. I told her I did not and that I was going through this thing with my landlord which was not rent related but involved me filing several complaints against another tenant and the landlord refused to do anything about it and I had to move to another property he had and the same thing out there with a [redacted] student and when I complained about that tenant that is when things got worse for me and whatever that tenant told him the landlord wanted me out. I told her that I filed an appeal to stay in the apartment. She stated that as long as it is not an eviction you should be okay. I filled the application out 02/10/13 and got the money order that same day and gave it to her. The next day [redacted] called me and told me that my application was denied because of an eviction and I ask her was that the only reason my application was denied and she said yes. I told her I wanted a copy of the denial and she said she would have to speak with the manager and she would email me a copy of that. I have not heard back from her or the manager. I email the complex and no one responded to my email. I requested a copy of my report from [redacted] and on there it did not have an Eviction, but it did show a Dismissal of my case and that is what it showed on my credit file from [redacted] I said this lady lied to me and because of that this is why I am filing this complaint. I was going to let it be a wash but to many companies are always taking people money in cases like this and they did not provide me with the information I requested. I do not want it now because if you did not provide it at that time that shows she lied about what she claim to seen on my record and made it up. I tried being honest about my situation only to have people like this use it against me. I think she thought I would let it go and not check it out. I am glad I did. Desired SettlementI am only requesting the Administration fee of $125.00 dollars. I know the application fee was $65.00 dollars and I can lose that but the other I should have back. I paid a total of $190.00 dollars and the only thing they deserve is the application fee.Business Response Contact Name and Title: [redacted], Property MContact Email: [redacted].comAs per our report from [redacted] this applicant had 2 tax leans (2010 & 2011), very poor credit as well as the eviction action filed (1/2013). Our Qualifying criteria very clearly states "Unsatisfactory credit can disqualify an applicant from renting at our community." No refund will be issued.I have not received any communication from said Applicant.