Hello, In response to the allegations brought forth by complainant, Ms [redacted] ***, Campus Advantage, Fairway View Apartments, and all parties thereof would like to provide the following rebuttal Please note that all information provided below applies to all prospective, current, and previous residents of the aforementioned property located at [redacted] During the initial lease signing process, all property policies and procedures are explained in detail to each prospective resident Specific to this complaint, the customer was provided an “Estimated Cleaning/Damage Charges” addendum[See Attachment A1] This document lists all charges that will be assessed by management for any of the items/work required On move in day, residents are provided with a “MoInventory & Condition Form” and are instructed to note any areas of the unit that are not in condition, as these items may differ for each unit [See Attachment A2] The form states that, “the resident accepts responsibility for the condition of the above described residence ‘AS IS’ with any exception listed below.” Further, the document mentions that, “the resident shall be responsible for the condition of this residence ‘AS IS’ and any damage beyond wear and tear will be paid for at the resident’s expense.” The complainant did not note any issues with the drip pans in her unit at move-in, therefore, when the items were found dirty at move-out she was charged in accordance to the documents she acknowledged receipt ofMs [redacted] received a final account statement which notified her of the charges, provided pictures of the damaged/dirty items and explained how to dispute the charges on September 17, Assistant General Manager, [redacted] ***, received Ms***’s dispute in writing (via email) within the requisite ten (10) day period, regarding the charge for drip pans Nadia responded via email on September 23, 2015, initially denying the reversal of these charges based on the documents signed by the resident and the condition of the unit at move-out Ms [redacted] then requested to speak with the General Manager of the property, [redacted] , who provided her with the exact same information As a result, Ms [redacted] contacted Campus Advantage so that she could speak with the Regional Manager and then also spoke to the Vice President when it was decided that a more courteous method of ending the dispute was to reverse the charges owed ($36) based on the amount owed, the length of time the complaint remained open, and unproductive quarrel that continued until this action (reversal) took place [redacted] Fairway View Apartments [redacted]
Hi ***, Please see the response below that was sent to [redacted] We are working to release her from her lease in the spring This is something that the contract, she did electronically sign, does not require us to do [redacted] , Thank you for your feedback regarding your experience at The District on LutherWe understand your frustration with the situationWe have been in constant communication with both you and your son since we were notified he would not be attending school early this semester and have worked with you both to try and secure a sublease on the unit Over the last few years we have evolved our technologies and now allow students and parents to self-screen and sign their lease documents online for their convenience There are two steps that each prospective guarantor goes through, the first being filling out the application and the second being the signing of the guarantor formJust like signing up for auto insurance or purchasing an airline ticket, everything can be done online and must be thoroughly read before applying an electronic signature We will continue to assist your son to try and secure a subleasor for his unit so that you are no longer legally bound by this contractIf you have any further questions or concerns regarding this matter, we would be more than willing to set up a time that would work for you to meet with a member of the Campus Advantage Team Thank you in advance!
We thank you for your feedback, and offer the following
Our records
indicate that all service requests for this unit have been resolved in an appropriate and timely mannerThe Air conditioning not cooling properly was first reported on 3/28/and was resolved within hoursThe A/C was later reported as not cooling properly on 4/19/At this time, we quickly realized the parts & repairs needed would take longer; therefore, we provided the resident with a temporary A/C unit until the repairs were completed, within days, on 5/4/We do not replace carpet in every vacant unit every yearCarpet is only replaced every few years or if the condition at move-out is beyond repair, such as excessive staining, patching etcThe carpet in this unit was in good condition, with only a few small stains; therefore, it was professionally steamed cleaned prior to the resident’s move-in. At move-in, a “MoInventory & Condition Form” was provided with instructions to note any areas of the unit that are not in condition, such as the small stains in the carpetFor good measure, we did have the carpet professionally cleaned again after move-in, and explained to the resident that the carpet would not be replaced as it was still in good condition While we cannot do anything about nature/trees outside, we have taken measures to reduce the occurrence of outdoor pests entering this unit, including installing weather stripping around the entrance and sealing around the water heaterPreventative pest control services take place quarterlyWe also offer weekly pest control services for tenants who report issuesPest control has serviced this unit when reported in the past, and we will continue to service the unit as issues are reportedAfter recently speaking with the resident, we do have another plan in place to resolve the current pest issue When packages are delivered to our office they are logged and stored for resident pick-upSeveral mail carriers occasionally leave packages at the resident’s doors without our knowledge of them doing soAs a result, residents’ packages are occasionally reported as missingWe have spoken with the mail carriers, who have stated that it is within their policies to leave packages at the residents’ doors, leaving us with not very much that we can do to prevent this from happeningI have instructed the resident to note “leasing office” instead of the unit number on the packages to ensure that they are brought to the office in the future
The safety and comfort of our residents are top priorityOur front gates are occasionally hit by vehicles, sometimes causing them to not function properlyWhen this occurs, the gates are fixed within a timely manner, typically on the same dayWe are also undergoing a major outdoor lighting project, which will soon restore all lightingIn the meantime, we have increased security patrol in the areas with decreased lighting Sincerely,
*** ***
Assistant General Manager
***
P: ***/ F: ***
Tell us why here
Revdex.com:
I have reviewed the response made by the business as well as finally being able to speak to an assistant manager in reference to complaint ID [redacted], and find that this resolution is fine, only because I realize not much will be resolved but, one of my biggest issues, pest control. My views on acceptable carpet and the managements view on acceptable carpet are clearly different as well as timely completion to work orders. (Mr. [redacted] usually comes to my apartment to do service and is the absolute best and always does the best he can to help me with any concerns). When a tenant asks when the last time carpet has been replaced in a unit, an answer should be able to be provided.When carpet is slick and matted down with no plushness left to it or many not a few stains are in a carpet and a professional steamer can not even remove them, its time to replace the carpet. They may not can control outside or nature but, how the roaches are entering my apartment should be an issue they can address. Sure they put a piece on my water heater door after I requested it TWICE. The roaches are still in my apartment so, there are clearly more entry points which I will have to find to be corrected. The manager told me the pest control company left several comments saying treatment could not be performed some times as requested because my unit was locked from the inside. Then I informed her my unit has no dead bolt or u-chain lock, there is only one lock that any master key can open. They assured me pest control will come and address the issue more aggressively and the notes made will be addressed. I was offered to end my leasing options which I was delighted to hear however, after recent flooding events many apartment complexes are completely full. I also will no longer have packages come to my apartment but my P.O Box at the postal office. At this point, I will continue to pay my rent and finish my leasing contract. Hopefully, my pest issue will be completely resolved especially with colder weather approaching. The google reviews on this apartment complex speaks volumes for itself.
Regards,
[redacted]
forth by complainant, Ms. [redacted], Campus Advantage, Fairway View Apartments, and all parties thereof would like to provide the following rebuttal. Please note that all information provided below applies to all prospective, current, and previous residents of the aforementioned property located at [redacted] During the initial lease signing process, all property policies and procedures are explained in detail to each prospective resident. Specific to this complaint, the customer was provided an “Estimated Cleaning/Damage Charges” addendum. [See Attachment A1] This document lists all charges that will be assessed by management for any of the items/work required. On move in day, residents are provided with a “Move-In Inventory & Condition Form” and are instructed to note any areas of the unit that are not in normal condition, as these items may differ for each unit. [See Attachment A2]. The form states that, “the resident accepts responsibility for the condition of the above described residence ‘AS IS’ with any exception listed below.” Further, the document mentions that, “the resident shall be responsible for the condition of this residence ‘AS IS’ and any damage beyond normal wear and tear will be paid for at the resident’s expense.” The complainant did not note any issues with the drip pans in her unit at move-in, therefore, when the items were found dirty at move-out she was charged in accordance to the documents she acknowledged receipt of. Ms. [redacted] received a final account statement which notified her of the charges, provided pictures of the damaged/dirty items and explained how to dispute the charges on September 17, 2015. Assistant General Manager, [redacted], received Ms. [redacted]’s dispute in writing (via email) within the requisite ten (10) day period, regarding the charge for drip pans. Nadia responded via email on September 23, 2015, initially denying the reversal of these charges based on the documents signed by the resident and the condition of the unit at move-out. Ms. [redacted] then requested to speak with the General Manager of the property, [redacted], who provided her with the exact same information. As a result, Ms. [redacted] contacted Campus Advantage so that she could speak with the Regional Manager and then also spoke to the Vice President when it was decided that a more courteous method of ending the dispute was to reverse the charges owed ($36) based on the amount owed, the length of time the complaint remained open, and unproductive quarrel that continued until this action (reversal) took place. [redacted] Fairway View Apartments [redacted]
Hi [redacted], Please see the response below that was sent to [redacted]. We are working to release her from her lease in the spring. This is something that the contract, she...
did electronically sign, does not require us to do. [redacted], Thank you for your feedback regarding your experience at The District on Luther. We understand your frustration with the situation. We have been in constant communication with both you and your son since we were notified he would not be attending school early this semester and have worked with you both to try and secure a sublease on the unit. Over the last few years we have evolved our technologies and now allow students and parents to self-screen and sign their lease documents online for their convenience. There are two steps that each prospective guarantor goes through, the first being filling out the application and the second being the signing of the guarantor form. Just like signing up for auto insurance or purchasing an airline ticket, everything can be done online and must be thoroughly read before applying an electronic signature. We will continue to assist your son to try and secure a subleasor for his unit so that you are no longer legally bound by this contract. If you have any further questions or concerns regarding this matter, we would be more than willing to set up a time that would work for you to meet with a member of the Campus Advantage Team. Thank you in advance!
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]
Hello, In response to the allegations brought forth by complainant, Ms [redacted] ***, Campus Advantage, Fairway View Apartments, and all parties thereof would like to provide the following rebuttal Please note that all information provided below applies to all prospective, current, and previous residents of the aforementioned property located at [redacted] During the initial lease signing process, all property policies and procedures are explained in detail to each prospective resident Specific to this complaint, the customer was provided an “Estimated Cleaning/Damage Charges” addendum[See Attachment A1] This document lists all charges that will be assessed by management for any of the items/work required On move in day, residents are provided with a “MoInventory & Condition Form” and are instructed to note any areas of the unit that are not in condition, as these items may differ for each unit [See Attachment A2] The form states that, “the resident accepts responsibility for the condition of the above described residence ‘AS IS’ with any exception listed below.” Further, the document mentions that, “the resident shall be responsible for the condition of this residence ‘AS IS’ and any damage beyond wear and tear will be paid for at the resident’s expense.” The complainant did not note any issues with the drip pans in her unit at move-in, therefore, when the items were found dirty at move-out she was charged in accordance to the documents she acknowledged receipt ofMs [redacted] received a final account statement which notified her of the charges, provided pictures of the damaged/dirty items and explained how to dispute the charges on September 17, Assistant General Manager, [redacted] ***, received Ms***’s dispute in writing (via email) within the requisite ten (10) day period, regarding the charge for drip pans Nadia responded via email on September 23, 2015, initially denying the reversal of these charges based on the documents signed by the resident and the condition of the unit at move-out Ms [redacted] then requested to speak with the General Manager of the property, [redacted] , who provided her with the exact same information As a result, Ms [redacted] contacted Campus Advantage so that she could speak with the Regional Manager and then also spoke to the Vice President when it was decided that a more courteous method of ending the dispute was to reverse the charges owed ($36) based on the amount owed, the length of time the complaint remained open, and unproductive quarrel that continued until this action (reversal) took place [redacted] Fairway View Apartments [redacted]
Hi ***, Please see the response below that was sent to [redacted] We are working to release her from her lease in the spring This is something that the contract, she did electronically sign, does not require us to do [redacted] , Thank you for your feedback regarding your experience at The District on LutherWe understand your frustration with the situationWe have been in constant communication with both you and your son since we were notified he would not be attending school early this semester and have worked with you both to try and secure a sublease on the unit Over the last few years we have evolved our technologies and now allow students and parents to self-screen and sign their lease documents online for their convenience There are two steps that each prospective guarantor goes through, the first being filling out the application and the second being the signing of the guarantor formJust like signing up for auto insurance or purchasing an airline ticket, everything can be done online and must be thoroughly read before applying an electronic signature We will continue to assist your son to try and secure a subleasor for his unit so that you are no longer legally bound by this contractIf you have any further questions or concerns regarding this matter, we would be more than willing to set up a time that would work for you to meet with a member of the Campus Advantage Team Thank you in advance!
We thank you for your feedback, and offer the following
Our records
indicate that all service requests for this unit have been resolved in an appropriate and timely mannerThe Air conditioning not cooling properly was first reported on 3/28/and was resolved within hoursThe A/C was later reported as not cooling properly on 4/19/At this time, we quickly realized the parts & repairs needed would take longer; therefore, we provided the resident with a temporary A/C unit until the repairs were completed, within days, on 5/4/We do not replace carpet in every vacant unit every yearCarpet is only replaced every few years or if the condition at move-out is beyond repair, such as excessive staining, patching etcThe carpet in this unit was in good condition, with only a few small stains; therefore, it was professionally steamed cleaned prior to the resident’s move-in. At move-in, a “MoInventory & Condition Form” was provided with instructions to note any areas of the unit that are not in condition, such as the small stains in the carpetFor good measure, we did have the carpet professionally cleaned again after move-in, and explained to the resident that the carpet would not be replaced as it was still in good condition While we cannot do anything about nature/trees outside, we have taken measures to reduce the occurrence of outdoor pests entering this unit, including installing weather stripping around the entrance and sealing around the water heaterPreventative pest control services take place quarterlyWe also offer weekly pest control services for tenants who report issuesPest control has serviced this unit when reported in the past, and we will continue to service the unit as issues are reportedAfter recently speaking with the resident, we do have another plan in place to resolve the current pest issue When packages are delivered to our office they are logged and stored for resident pick-upSeveral mail carriers occasionally leave packages at the resident’s doors without our knowledge of them doing soAs a result, residents’ packages are occasionally reported as missingWe have spoken with the mail carriers, who have stated that it is within their policies to leave packages at the residents’ doors, leaving us with not very much that we can do to prevent this from happeningI have instructed the resident to note “leasing office” instead of the unit number on the packages to ensure that they are brought to the office in the future
The safety and comfort of our residents are top priorityOur front gates are occasionally hit by vehicles, sometimes causing them to not function properlyWhen this occurs, the gates are fixed within a timely manner, typically on the same dayWe are also undergoing a major outdoor lighting project, which will soon restore all lightingIn the meantime, we have increased security patrol in the areas with decreased lighting Sincerely,
*** ***
Assistant General Manager
***
P: ***/ F: ***
Tell us why here
Revdex.com:
I have reviewed the response made by the business as well as finally being able to speak to an assistant manager in reference to complaint ID [redacted], and find that this resolution is fine, only because I realize not much will be resolved but, one of my biggest issues, pest control. My views on acceptable carpet and the managements view on acceptable carpet are clearly different as well as timely completion to work orders. (Mr. [redacted] usually comes to my apartment to do service and is the absolute best and always does the best he can to help me with any concerns). When a tenant asks when the last time carpet has been replaced in a unit, an answer should be able to be provided.When carpet is slick and matted down with no plushness left to it or many not a few stains are in a carpet and a professional steamer can not even remove them, its time to replace the carpet. They may not can control outside or nature but, how the roaches are entering my apartment should be an issue they can address. Sure they put a piece on my water heater door after I requested it TWICE. The roaches are still in my apartment so, there are clearly more entry points which I will have to find to be corrected. The manager told me the pest control company left several comments saying treatment could not be performed some times as requested because my unit was locked from the inside. Then I informed her my unit has no dead bolt or u-chain lock, there is only one lock that any master key can open. They assured me pest control will come and address the issue more aggressively and the notes made will be addressed. I was offered to end my leasing options which I was delighted to hear however, after recent flooding events many apartment complexes are completely full. I also will no longer have packages come to my apartment but my P.O Box at the postal office. At this point, I will continue to pay my rent and finish my leasing contract. Hopefully, my pest issue will be completely resolved especially with colder weather approaching. The google reviews on this apartment complex speaks volumes for itself.
Regards,
[redacted]
Hello, In response to the allegations brought...
forth by complainant, Ms. [redacted], Campus Advantage, Fairway View Apartments, and all parties thereof would like to provide the following rebuttal. Please note that all information provided below applies to all prospective, current, and previous residents of the aforementioned property located at [redacted] During the initial lease signing process, all property policies and procedures are explained in detail to each prospective resident. Specific to this complaint, the customer was provided an “Estimated Cleaning/Damage Charges” addendum. [See Attachment A1] This document lists all charges that will be assessed by management for any of the items/work required. On move in day, residents are provided with a “Move-In Inventory & Condition Form” and are instructed to note any areas of the unit that are not in normal condition, as these items may differ for each unit. [See Attachment A2]. The form states that, “the resident accepts responsibility for the condition of the above described residence ‘AS IS’ with any exception listed below.” Further, the document mentions that, “the resident shall be responsible for the condition of this residence ‘AS IS’ and any damage beyond normal wear and tear will be paid for at the resident’s expense.” The complainant did not note any issues with the drip pans in her unit at move-in, therefore, when the items were found dirty at move-out she was charged in accordance to the documents she acknowledged receipt of. Ms. [redacted] received a final account statement which notified her of the charges, provided pictures of the damaged/dirty items and explained how to dispute the charges on September 17, 2015. Assistant General Manager, [redacted], received Ms. [redacted]’s dispute in writing (via email) within the requisite ten (10) day period, regarding the charge for drip pans. Nadia responded via email on September 23, 2015, initially denying the reversal of these charges based on the documents signed by the resident and the condition of the unit at move-out. Ms. [redacted] then requested to speak with the General Manager of the property, [redacted], who provided her with the exact same information. As a result, Ms. [redacted] contacted Campus Advantage so that she could speak with the Regional Manager and then also spoke to the Vice President when it was decided that a more courteous method of ending the dispute was to reverse the charges owed ($36) based on the amount owed, the length of time the complaint remained open, and unproductive quarrel that continued until this action (reversal) took place. [redacted] Fairway View Apartments [redacted]
Hi [redacted], Please see the response below that was sent to [redacted]. We are working to release her from her lease in the spring. This is something that the contract, she...
did electronically sign, does not require us to do. [redacted], Thank you for your feedback regarding your experience at The District on Luther. We understand your frustration with the situation. We have been in constant communication with both you and your son since we were notified he would not be attending school early this semester and have worked with you both to try and secure a sublease on the unit. Over the last few years we have evolved our technologies and now allow students and parents to self-screen and sign their lease documents online for their convenience. There are two steps that each prospective guarantor goes through, the first being filling out the application and the second being the signing of the guarantor form. Just like signing up for auto insurance or purchasing an airline ticket, everything can be done online and must be thoroughly read before applying an electronic signature. We will continue to assist your son to try and secure a subleasor for his unit so that you are no longer legally bound by this contract. If you have any further questions or concerns regarding this matter, we would be more than willing to set up a time that would work for you to meet with a member of the Campus Advantage Team. Thank you in advance!
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]