Burton Carol Management LLC

February 9, [redacted] Dispute Resolution Specialist Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115-Re: ID # [redacted] Dear Ms [redacted] , Burton Carol Management LLC (BCM) acknowledges receipt of [redacted] 's complaint with ID number referenced above and would like to take this opportunity to respond to the issues he mentioned in his complaintMr [redacted] applied for an apartment at [redacted] Place Apartments located in Mentor-on-the-Lake two times and subsequently canceled both timesAnticipated Dates Application Date MoDate Cancel Date Off Market 10/15/12/15/12/13/01109/The first Rental Application was completed and submitted for processing 10/15/Mr [redacted] paid $for the criminal background check as is requiredHe also paid $as a deposit towards the unitHe did so with the knowledge that if his application was either accepted or declined the $would not be returned as it is for the service renderedHe also knew (as page of Rental Application) states ( [redacted] ) deposited herewith and a receipt issued with the understanding that if I am accepted by Burton Carol Management LLC and cancel my application, I agree to forfeit this deposit.' Since Mr [redacted] canceled of his own accord on 12/13/he forfeited the $depositMr [redacted] made staff aware that he was looking to purchase a houseSince that was a topic of concern for Mr [redacted] , the House Purchase Addendum to Lease (attached) was discussed with himThere is a cost of $(non-refundable) for the AddendumCertainly just paying $for an Addendum does not relinquish you from your leaseThere are criteria that need to be met by the resident - all of which is defined in each specific Addendum BCM offersIt will not be incorporated into the Lease Agreement and by no means 'buried' in other paperworkIt is a stand alone documentMr [redacted] provided a copy of the House Purchase Addendum to preview - not once but twiceHis questions relating to the Addendum were answered by staff as they aroseAny document requiring a signature is expected to be read and understood before doing soStaff can verbally highlight key areas of any document, but ultimately it is up to the applicant to know, understand and agree to what he/she is signing and not solely depend on verbal communication as interpretation can be subjectiveThere was no intended misrepresentation and certainly no deception of BCM's rules or policies by staff or management at [redacted] Place ApartmentsIn Mr [redacted] 's case, with a modate of 1/9/his lease term would have commenced 2/1!and the House Purchase Addendum to Lease would not be exercisable until the first day of the month of the lease (August 1, 2016)Landlord must receive a full 30-day written notice of intent to vacateRelinquishing security deposit money - Required? YesIf the deposit is not at full value of current rent (as would have been the case for Mr [redacted] ) then he would have to bring up deposit money to equal a full months' rent for relinquishment (additional $600.00) to be paid prior to scheduled move-outMr [redacted] was only required to pay $at mowhich would have been the $'hold' deposit he paid at application timeSee #of HPAAlso, his account would have to be current and provide management a copy of the house purchase agreement as proofMr [redacted] apparently disliked when our 'lease term' actually starts — always on the first day of the following month which is standard policy and has been for yearsAll subsequent documents i.e., Garage Lease, House Purchase Addendum, Health Care Addendum, Job Transfer Addendum or Pet Addendum is handled the same wayAnd all documents would end an the last day of the lease termUtilities — Yes, all residents must take steps to have utilities (gas ardor electric) switched to their own name per the terms of the leaseBCM's policy is that management must have confirmation from the utility company that this has been done prior to move-inFailing to do so will prevent applicant from getting keys to apartment Mr [redacted] did sign the utility form both times (10/10/and 112/16) he applied and had taken the necessary steps to have unties put into his own nameBut, it was MrStivka who chose not to move into the apartment on both occasions therefore, BCM will take no financial responsibility for the staor canceling of utilitiesForfeit $Deposit on 2nd Rental Application Just as done the first time, Mr [redacted] applied for an apartment at [redacted] Place Apartments, it was necessary for him to issue payment for the $deposit to 'hold' an apartment againWe did not charge him for another $background/criminal check feeAll other terms remain the sameWe are aware that situations change and when Mr [redacted] changed his mind about moving in on 12/15/as he originally committed to us, we understoodIn turn, he needed to understand that we held that apartment for days for himHis cancellation fell under the guidelines of what he had agreed to (located on page of the Rental Application) —forfeiture of the $deposit On WednesdayDecember 30, 2015, Mr [redacted] notified the rental office via e-mail that he changed his mind on purchasing a house and would still be interested in moving into [redacted] Place Apartments and could they be available that day at 5:PM for him to look at the unitOf course, our staff scheduled to meet and show the apartment to MrStivka at 5:PMHe was advised at that time that there would be no charge for the background/criminal check, but it would still be required of him to pay the $deposit to 'hold' an apartmentThe $would be the required amount of security deposit — a corporate courtesy offered to Veteran's Administration employeesMr [redacted] completed another Rental Application on 1/2/He paid $via check # [redacted] dated 1/2/He was given upon his request a complete set of BCM's lease package including all addendtuns for his review prior to signingWhen his lease signing date of 1/arrived, Mr [redacted] then verbalized his dislike over several issues regarding our teasing policies such as: • BCM's lease terms always commence on the first day of the next month which is applicable to all Addendum(s) including the House Purchase Addendum to Lease.While in the rental office of [redacted] Place Apartments that day, his behavior was less than professional and courteous in front of staff, residents and prospective applicantsHe was making derogatory comments towards managements' policies and proceduresThat same day, 1/9/2016, Mr [redacted] notified [redacted] Place via e-mail that he stopped payment on his check # [redacted] (copy attached)Management was made aware of this after the 1/Final Account Statement (FAS) with a `0' balance was prepared and mailed to Mr [redacted] Unfortunately, after the stop action management had to reprocess his invoice to reflect the $charge plus the applicable $NSF fee on statement dated 1129/for a total due in the amount of $(FAS's attached)Mr [redacted] remains bound by page of Rental Application stating ( [redacted] ) deposited herewith and a receipt issued with the understanding that if I am accepted by Burton Carol Management LLC and cancel my application, l agree to forfeit this deposit.' On 1/11/Mr [redacted] was advised via e-mail from the Regional Property Manager, [redacted] that she would welcome the opportunity to answer any questions or concerns he would have regarding our policiesHe did not respondBurton Carol Management LLC has discussed this entire situation with staff in an effort to improve communication and policy representation going forwardMr [redacted] 's request of staff to make his lease start date retroaction to January 1, - possibly for personal reasons - could not have been honoredIt is regrettable that Mr [redacted] felt angered after reading and learning about all the terms and conditions necessary to be met by him should he decide to live at a Burton Carol Management communityAU that being said, the fact remains management in good faith held that apartment for him a second time for over one week only to receive a cancellation from him, a stop payment notice on his deposit check and also incur a bank feeWe ask that Mr [redacted] reimburse [redacted] Place Apartments for the $deposit plus $for the NSF bank fee to settle his accountThank you for your time and if there are any questions, please do not hesitate to contact our corporate office at (216) 464-5130, extSincerely, Diane M [redacted] Agent for Landlord Burton Carol Management LLC (Agent for) [redacted] Place Apartments Encl.: Application for Rental (10/1012015) pgs Wray Transfer Form (10/10/2015) Application for Rental (112/2016) pgs Utility Transfer Form (1/2/2016) Apartment Lease - Sample pgs House Purchase Addendum to Lease - Sample FAS (1-18-2016) FAS (1-29-2016) Copy of Ck # [redacted] Stopped

June 30, [redacted] Dispute Resolution Specialist Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115-Re: ID # [redacted] Dear Ms [redacted] , This letter is in response to [redacted] ***'s complaint about being charged a portion of the carpet replacement cost for his previously leased apartment at Snell Isle Apartments located in StPetersburg, FloridaAt the time of inspection post move-out the carpeting was emitting an odor — one that usually results from someone having a pet in the apartmentMr [redacted] explains in his complaint that he did not have a pet living in unit # [redacted] and states that friends and family members can verify thatThat being said, management cannot verify otherwiseTherefore, we are removing all charges from [redacted] ***'s invoiceHe and his co-leaseholder will receive a combined refund of $The check request will be processed as quickly as possible and Mr [redacted] (and co-leaseholder) can expect it within ten business daysAttached is a copy of the revised Final Account Statement for your recordsThere are no excuses to be made — only an apology which we hope will be acceptedThank youSincerely, Diane M [redacted] Agent for Landlord Burton Carol Management LLC (Agent for) Snell Isle Luxury Homes Encl.: Revised FAS (dated 6/30/2016)

---------- Forwarded message ----------From: Diane M [redacted] Date: Wed, Mar 16, at 12:PMSubject: [redacted] Complaint # [redacted] To: ***@cleveland.Revdex.com.orgMs [redacted] , Attached is the Final Account Statement for Mr [redacted] showing a zero balanceWe will assume the matter is now settledThank you for your timeDiane MM [redacted] Agent for Landlord

This is to acknowledge we are in receipt of Ms***'s complaint of 2/26/2018. As mentioned in last weeks' response, the Regional Property Manager and the V.P., Director of Operations will be meeting with the resident to review issues with her as well as accompany an exterminator to
her suite on Friday, March 2ndEven though this complaint mentions issues from last year that were already addressed back then, these topics will be discussed again until satisfaction is achieved. We are committed to ensuring that Ms*** is happy in her home and content with the service *** *** can provide. *** *** Management (managing agent for) Parkside Towers Apartments will follow up with you after Fridays' meeting. Thank you

From: Diane M*** ***Date: Fri, Sep 4, at 1:PMSubject: Complaint *** Please see attached letter and enclosures in response to *** *** complaint against *** ***

I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not owe this company any money. I never received any communications from them, and I never signed for any certified letters. I will be reporting their extortion practices to the appropriate authorities
Regards,
*** ***

February 9, 2016 [redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 Re: ID #[redacted] Dear Ms. [redacted], Burton Carol Management LLC (BCM) acknowledges receipt of [redacted]'s complaint with ID...

number referenced above and would like to take this opportunity to respond to the issues he mentioned in his complaint. Mr. [redacted] applied for an apartment at [redacted] Place Apartments located in Mentor-on-the-Lake two times and subsequently canceled both times. Anticipated Dates Application Date Move-in Date Cancel Date Off Market 10/15/2015 12/15/2015 12/13/2015 60 0110212016 01109/2016 0110912016 8 The first Rental Application was completed and submitted for processing 10/15/2015. Mr. [redacted] paid $50.00 for the criminal background check as is required. He also paid $103.00 as a deposit towards the unit. He did so with the knowledge that if his application was either accepted or declined the $50.00 would not be returned as it is for the service rendered. He also knew (as page 2 of Rental Application) states ([redacted]) deposited herewith and a receipt issued with the understanding that if I am accepted by Burton Carol Management LLC and cancel my application, I agree to forfeit this deposit.' Since Mr. [redacted] canceled of his own accord on 12/13/2015 he forfeited the $100.00 deposit. Mr. [redacted] made staff aware that he was looking to purchase a house. Since that was a topic of concern for Mr. [redacted], the House Purchase Addendum to Lease (attached) was discussed with him. There is a cost of $100.00 (non-refundable) for the Addendum. Certainly just paying $100.00 for an Addendum does not relinquish you from your lease. There are criteria that need to be met by the resident - all of which is defined in each specific Addendum BCM offers. It will not be incorporated into the Lease Agreement and by no means 'buried' in other paperwork. It is a stand alone document. Mr. [redacted] provided a copy of the House Purchase Addendum to preview - not once but twice. His questions relating to the Addendum were answered by staff as they arose. Any document requiring a signature is expected to be read and understood before doing so. Staff can verbally highlight key areas of any document, but ultimately it is up to the applicant to know, understand and agree to what he/she is signing and not solely depend on verbal communication as interpretation can be subjective. There was no intended misrepresentation and certainly no deception of BCM's rules or policies by staff or management at [redacted] Place Apartments. In Mr. [redacted]'s case, with a move-in date of 1/9/2016 his lease term would have commenced 2/1!2016 and the House Purchase Addendum to Lease would not be exercisable until the first day of the 70 month of the lease (August 1, 2016). Landlord must receive a full 30-day written notice of intent to vacate. Relinquishing security deposit money - Required? Yes. If the deposit is not at full value of current rent (as would have been the case for Mr. [redacted]) then he would have to bring up deposit money to equal a full months' rent for relinquishment (additional $600.00) to be paid prior to scheduled move-out. Mr. [redacted] was only required to pay $100.00 at move-in which would have been the $100.00 'hold' deposit he paid at application time. See #5 of HPA. Also, his account would have to be current and provide management a copy of the house purchase agreement as proof. Mr. [redacted] apparently disliked when our 'lease term' actually starts — always on the first day of the following month which is standard policy and has been for years. All subsequent documents i.e., Garage Lease, House Purchase Addendum, Health Care Addendum, Job Transfer Addendum or Pet Addendum is handled the same way. And all documents would end an the last day of the lease term. Utilities — Yes, all residents must take steps to have utilities (gas ardor electric) switched to their own name per the terms of the lease. BCM's policy is that management must have confirmation from the utility company that this has been done prior to move-in. Failing to do so will prevent applicant from getting keys to apartment Mr. [redacted] did sign the utility form both times (10/10/15 and 112/16) he applied and had taken the necessary steps to have unties put into his own name. But, it was Mr. Stivka who chose not to move into the apartment on both occasions therefore, BCM will take no financial responsibility for the start-up or canceling of utilities. Forfeit $100.00 Deposit on 2nd Rental Application Just as done the first time, Mr. [redacted] applied for an apartment at [redacted] Place Apartments, it was necessary for him to issue payment for the $100.00 deposit to 'hold' an apartment again. We did not charge him for another $50.00 background/criminal check fee. All other terms remain the same. We are aware that situations change and when Mr. [redacted] changed his mind about moving in on 12/15/2015 as he originally committed to us, we understood. In turn, he needed to understand that we held that apartment for 60 days for him. His cancellation fell under the guidelines of what he had agreed to (located on page 2 of the Rental Application) —forfeiture of the $100.00 deposit On Wednesday. December 30, 2015, Mr. [redacted] notified the rental office via e-mail that he changed his mind on purchasing a house and would still be interested in moving into [redacted] Place Apartments and could they be available that day at 5:00 PM for him to look at the unit. Of course, our staff scheduled to meet and show the apartment to Mr. Stivka at 5:00 PM. He was advised at that time that there would be no charge for the background/criminal check, but it would still be required of him to pay the $100.00 deposit to 'hold' an apartment. The $100.00 would be the required amount of security deposit — a corporate courtesy offered to Veteran's Administration employees. Mr. [redacted] completed another Rental Application on 1/2/2016. He paid $100.00 via check #[redacted] dated 1/2/2015. He was given upon his request a complete set of BCM's lease package including all addendtuns for his review prior to signing. When his lease signing date of 1/912016 arrived, Mr. [redacted] then verbalized his dislike over several issues regarding our teasing policies such as: • BCM's lease terms always commence on the first day of the next month which is applicable to all Addendum(s) including the House Purchase Addendum to Lease.While in the rental office of [redacted] Place Apartments that day, his behavior was less than professional and courteous in front of staff, residents and prospective applicants. He was making derogatory comments towards managements' policies and procedures. That same day, 1/9/2016, Mr. [redacted] notified [redacted] Place via e-mail that he stopped payment on his check #[redacted] (copy attached). Management was made aware of this after the 1/1812016 Final Account Statement (FAS) with a `0' balance was prepared and mailed to Mr. [redacted]. Unfortunately, after the stop action management had to reprocess his invoice to reflect the $100.00 charge plus the applicable $45.00 NSF fee on statement dated 1129/2016 for a total due in the amount of $145.00 (FAS's attached). Mr. [redacted] remains bound by page 2 of Rental Application stating ([redacted]) deposited herewith and a receipt issued with the understanding that if I am accepted by Burton Carol Management LLC and cancel my application, l agree to forfeit this deposit.' On 1/11/2016 Mr. [redacted] was advised via e-mail from the Regional Property Manager, [redacted] that she would welcome the opportunity to answer any questions or concerns he would have regarding our policies. He did not respond. Burton Carol Management LLC has discussed this entire situation with staff in an effort to improve communication and policy representation going forward. Mr. [redacted]'s request of staff to make his lease start date retroaction to January 1, 2016 - possibly for personal reasons - could not have been honored. It is regrettable that Mr. [redacted] felt angered after reading and learning about all the terms and conditions necessary to be met by him should he decide to live at a Burton Carol Management community. AU that being said, the fact remains management in good faith held that apartment for him a second time for over one week only to receive a cancellation from him, a stop payment notice on his deposit check and also incur a bank fee. We ask that Mr. [redacted] reimburse [redacted] Place Apartments for the $100.00 deposit plus $45.00 for the NSF bank fee to settle his account. Thank you for your time and if there are any questions, please do not hesitate to contact our corporate office at (216) 464-5130, ext. 200. Sincerely, Diane . M[redacted] Agent for Landlord Burton Carol Management LLC (Agent for) [redacted] Place Apartments Encl.: Application for Rental (10/1012015) 2 pgs Wray Transfer Form (10/10/2015) Application for Rental (112/2016) 2 pgs Utility Transfer Form (1/2/2016) Apartment Lease - Sample 4 pgs House Purchase Addendum to Lease - Sample FAS (1-18-2016) FAS (1-29-2016) Copy of Ck #[redacted] Stopped

---------- Forwarded message ----------From: [redacted] <[redacted]@yahoo.com>Date: Sun, Mar 13, 2016 at 3:51 PMSubject: Re: Complaint #[redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>Cc: [redacted] <[redacted]@yahoo.com>Good Morning, [redacted]:For the record, I would like to state that I believe there are a number of inaccuracies and misrepresentations in the correspondence received from Ms. Diane M[redacted] (dated 3/4/16).  I read over her correspondence carefully and there are several items to which I would take issue.   In regard to dealing with potential tenants "in good faith", I find that statement to be ridiculous.  I am angry and disappointed because I thought I was dealing with a company who dealt with people "in good faith". Ms. M[redacted] stated in the conclusion of her last correspondence that Burton Carol "will absorb the second $100.00 deposit fee that was holding an apartment, which Mr. [redacted] stopped payment on in addition to the $45.00 bank fee imposed on us due to his actions".In an effort to bring this matter to a conclusion, I will absorb the first $100.00 I paid based on the false and misleading information provided to me by the sales staff at Burton Windsor.  I will also absorb the cost of having Dominion turn on  the gas service at the apartment as well as the time spent waiting for the apartment to be vacated, painted and repaired, as well as the inconvenience of initiating and halting the move process, and as well as the ongoing aggravation associated with this matter.

June 30, 2016 [redacted] Dispute Resolution Specialist Revdex.com 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 Re: ID #[redacted] Dear Ms. [redacted], This letter is in response to [redacted]'s complaint about being charged a portion of the carpet replacement cost...

for his previously leased apartment at Snell Isle Apartments located in St. Petersburg, Florida. At the time of inspection post move-out the carpeting was emitting an odor — one that usually results from someone having a pet in the apartment. Mr. [redacted] explains in his complaint that he did not have a pet living in unit #[redacted] and states that friends and family members can verify that. That being said, management cannot verify otherwise. Therefore, we are removing all charges from [redacted]'s invoice. He and his co-leaseholder will receive a combined refund of $132.75. The check request will be processed as quickly as possible and Mr. [redacted] (and co-leaseholder) can expect it within ten business days. Attached is a copy of the revised Final Account Statement for your records. There are no excuses to be made — only an apology which we hope will be accepted. Thank you. Sincerely, Diane M[redacted] Agent for Landlord Burton Carol Management LLC (Agent for) Snell Isle Luxury Homes Encl.: Revised FAS (dated 6/30/2016)

---------- Forwarded message ----------From: Diane M[redacted] <dianem[redacted]@burtoncarol.com>Date: Wed, Mar 16, 2016 at 12:29 PMSubject: [redacted] Complaint #[redacted]To: [redacted]@cleveland.Revdex.com.orgMs. [redacted], Attached is the Final Account Statement for Mr. [redacted] showing a zero balance. We will assume the matter is now settled. Thank you for your time. Diane M. M[redacted]Agent for Landlord

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. 
Regards,
[redacted]