Campus Village--ATTN: OFFICE

Complaint: [redacted] I am rejecting this response because: Campus Village stated in their previous response that the different floor plans are posted online, however the attachment above does NOT have the floor plan that I was assigned toAs for the relet fee, I was personally told by [redacted] that they were advertising my unitI was told back in September that my unit was next to be filledThey are not doing such if they are continuously filling "no show" apartments Regards, [redacted]

As we did experience a few internet issues at the beginning of move in day, during the months of October through March, I personally worked with the internet provider to ensure adequate usage was provided to all residentsIn November a new AP controller was installed to ensure satisfactory internet usage and it was found that due to the amount of Rogue routers on property, the internet was slowing down heavily and affecting our residentsImmediately upon recognizing the issues with the internet, immediate action was takenI have personally submitted several internet requests for residents on-site and have a track record of ensuring their issues were resolvedI became the GM in September and will review whether an internet issue occurred and was reported to our providerWe do not handle internet issues in house, we have to directly contact [redacted] with issues and provide their contact information during move in and if you phone the front office Thank you, Management

Complaint: [redacted] I am rejecting this response because: I feel as though these responses are genericStated in this response campus Village said they put all the floor plans online however, as of today the website still has a floor plan that is different from the one I was put inReguardless , the floor plan is not the one that I was shownFurthermore, in the roommate letter I was sent, it says in the r that would've received the bathroom inside the roomCampus Village sYates they would change roommates but not room assignmentsAlso, I paid the relet fee of $to let someone sublease my spotAs a result, I was told by the Campus Village staff that my unit was next on the list to be filled back in SeptemberThe Campus Village manager, [redacted] , has repeatedly filled apartments that were "no shows" rather than filling a unit of a person who payed the fee(I have attached a screen shot of the floor plan that is posted on the Campus Village website) Regards, [redacted]

This particular resident had reached out while the manager was not available on-siteUpon my return I immediately followed up with the resident in reference to her questions or concernsThe balance in which she was disputed was dropped tremendously based on the research of the file, pictures, and the invoiceThis issue was also addressed with the guarantor and there was an understanding that it had been resolvedThere has been constant communication between both parties since the issue was brought to the general managers attention

Complaint: [redacted] I am rejecting this response because: I feel as though these responses are genericStated in this response campus Village said they put all the floor plans online however, as of today the website still has a floor plan that is different from the one I was put inReguardless , the floor plan is not the one that I was shownFurthermore, in the roommate letter I was sent, it says in the r that would've received the bathroom inside the roomCampus Village sYates they would change roommates but not room assignments Also, I paid the relet fee of $to let someone sublease my spotAs a result, I was told by the Campus Village staff that my unit was next on the list to be filled back in SeptemberThe Campus Village manager, [redacted] , has repeatedly filled apartments that were "no shows" rather than filling a unit of a person who payed the fee (I have attached a screen shot of the floor plan that is posted on the Campus Village website) Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I and my wife personally reported this issue at the front desk many times when we moved inEven during our last month of stay the internet speed never picked upYou have to check the internet speeds in the apartments located at the end of the property they are awfully slow and they take forever to loadYou can check lot of reviews complaining about the low internet speeds [redacted] It is an additional cost that we had to pay to get the internet runningAs you said in your words that you had issues with the internetAll I ask is for the reimbursement of my internet charges Regards, [redacted]

Complaint: ***
I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID ***, but I still have one thing to resolveWhile signing the lease you mentioned that you will provide high speed internetBut the internet that we received was too slow even to open a website or read/write an emailThough we complained many times it wasn't fixedWe ended up having our own internet service that we had to pay monthlyI would at least want to be reimbursed for my internetMy current apartment also offers the same deal and the internet is pretty fast, fast enough to run apps on our TV. Regards, *** *** ***

I reached out the resident and everything has been taken care ofThere should be no issue at this point in reference to the resident's complaint

Complaint: ***
I am rejecting this response because: Campus Village stated in their previous response that the different floor plans are posted online, however the attachment above does NOT have the floor plan that I was assigned toAs for the relet fee, I was personally told by *** that they were advertising my unitI was told back in September that my unit was next to be filledThey are not doing such if they are continuously filling "no show" apartments.
Regards,
*** ***

Good eveningI have responded to the complaint below with the following responses:They showed you a model of the apartment you were supposed to move into that was totally different from the one you ended up inThe bathroom was in the hallway of the common area and NOT in your room! The closet door
was broken and the apartment was not clean. Here at Campus Village we take pride in our model units, due to our high occupancy we are unable to show units that the actual resident will be occupyingEvery prospect that comes into tour our property is shown the exact same model unitsWe offer several different floor plans, which are on display in our brochure and at the end of the tour, which highlight the differences which can be foundThe 4xflat unit that we show has bedroom spaces with the bathroom inside the unit and bedrooms with the bathroom outside of the unit in the hallway. We also post all of our floorplans online, they properly display the different unit types. 2.) They changed ALL of your roommates AFTER you received a letter stating that the roommate assignments were final. While roommate assignments are final, there are certain stipulations that may change thisFor example, if a resident cancels there lease and the space is now open to reletting, we have the right to move a person into that unitIn an instance where a particular resident is released from liability of the lease due to a medical condition or other reason applicable by our lease standard. 3.) They made us pay the first months rent before being allowed to even see the apartment.Unfortunately, student housing and conventional apartments will not allow anyone to take occupancy without paying for the unit or bed space at the time of move inThis is a policy most, if not all apartments followThe lease/ installment plan that was signed prior to taking occupancy explains this very clearlyRENT AND CHARGESRent Payment totaling $6,for the Lease Term is payable in advance in equal installments of $for rent, in advance and without demand at the on-site manager’s office The first installment is due on or before the first of the month in which your lease beginsOtherwise, you must pay for your rent on or before the 1st day of each month (due date) with no grace period. Please let me know if any additional information is required, I do apologize for the delay and hope this issue can be resolved soon.Regards*** ***General Manager*** *** *** *** *College Station, TX 77840*** *** * *** ***

This particular resident had reached out while the manager was not available on-site. Upon my return I immediately followed up with the resident in reference to her questions or concerns. The balance in which she was disputed was dropped tremendously based on the research of the file, pictures, and...

the invoice. This issue was also addressed with the guarantor and there was an understanding that it had been resolved. There has been constant communication between both parties since the issue was brought to the general managers attention.

As we did experience a few internet issues at the beginning of move in day, during the months of October through March, I personally worked with the internet provider to ensure adequate usage was provided to all residents. In November a new AP controller was installed to ensure satisfactory internet usage and it was found that due to the amount of Rogue routers on property, the internet was slowing down heavily and affecting our residents. Immediately upon recognizing the issues with the internet, immediate action was taken. I have personally submitted several internet requests for residents on-site and have a track record of ensuring their issues were resolved. I became the GM in September and will review whether an internet issue occurred and was reported to our provider. We do not handle internet issues in house, we have to directly contact [redacted] with issues and provide their contact information during move in and if you phone the front office.  Thank you, Management

Per the lease agreement page 2, you have agreed to pay;+649.00 Rent = $649.00 Installment Due Monthly X 12 Number of Installments in Lease Term = $7,788.00 Total Contract Amount Total Term due, in accordance with paragraph 6 outlined in lease contract agreement. *This total covers your base monthly...

installment due and allows you to see your full base term due (Monthly installment x 12). If resident elects to be all inclusive, any possible utility overages are still applicable. All residents are subject to additional lease fines or citations that are noted in the lease agreement and other addendums. **Resident must have this offer to rent in order to claim and receive an incentive.The terms of the agreement were as follows:3. LEASE TERM. The initial term of the Lease begins on 08/20/2016 (“Lease Commencement”) and ends at 10AM on 07/31/2017 (“Expiration Date”). In reference to notification to vacate, we did not post notices to vacate by July 30th on doors. All residents were told per the lease agreement they would have to be out of the unit by July 31st at 10:00am.Please let us know if there are further questions.38. MOVE-OUT PROCEDURES. The move-out date cannot be changed unless we and you both agree in writing. You will not move out before the Lease Contract term or renewal period ends unless all rent for the entire Lease Contract term or renewal period is paid in full. Early move-out may result in reletting charges and acceleration of future rent. You’re prohibited by law from applying any security deposit to rent. You will not stay beyond the date you are supposed to move out. All residents, guests, and occupants must surrender or abandon the apartment before the 30-day period for deposit refund begins. You must give us and the U.S. Postal Service, in writing, each resident’s forwarding address.

Complaint: [redacted]
I am rejecting this response because: I feel as though these responses are generic. Stated in this response campus Village said they put all the floor plans online however, as of today the website still has a floor plan that is different from the one I was put in. Reguardless , the floor plan is not the one that I was shown. Furthermore, in the roommate letter I was sent, it says in the r that would've received the bathroom inside the room. Campus Village sYates they would change roommates but not room assignments. Also, I paid the relet fee of $495 to let someone sublease my spot. As a result, I was told by the Campus Village staff that my unit was next on the list to be filled back in September. The Campus Village manager, [redacted], has repeatedly filled apartments that were "no shows" rather than filling a unit of a person who payed the fee. (I have attached a screen shot of the floor plan that is posted on the Campus Village website)
Regards, 
[redacted]

In reference to the response: Per the lease agreement, section 11, unfortunately we are unable to issue a refund. We will actively continue to search for a sublease for the unit.  11. UNLAWFUL EARLY MOVE-OUT; RELETTING CHARGE. You will be liable to us for a reletting charge of 85% of the highest monthly installment during the Lease Contract term) if you: 1. Fail to move in; or 2. Move out without paying rent in full for the entire Lease Contract term or renewal period; or 3. Move out at our demand because of your default; or 4. Are judicially evicted. The reletting charge is not a cancellation fee and does not release you from your obligations under this Lease contract. See following paragraph. NOT A RELEASE. The reletting charge is not a Lease Contract cancellation or buyout fee. It is a liquidated amount covering only part of our damages; that is, our time, effort, and expense for processing a replacement. These damages are uncertain and difficult to ascertain – particularly those relating to make ready, inconvenience, and paperwork. You agree that the reletting charge is a reasonable estimate of such damages. If no amount is stipulated, you must pay our actual reletting costs so far as they can be determined. The reletting charge does not release you from continued liability for: future or past-due rent; charges for cleaning, repairing, repainting, or unreturned keys; or other sums due. Thank you,Management

In response to the claim, per our lease agreement under the section highlighted by "WHEN MOVING OUT" The specifics of line number 44 state: "4. HOLDOVER. If you still occupy the Premises past the Expiration Date, the date contained in your move-out notice, or the date on which we notify you to leave...

the Premises, then you owe us double Rent for the extra time that you stay in the Premises (payable daily in advance without notice or demand) plus, all of our damages and damages of the person who could not move in because of your holdover." The former resident was charged a holdover fee less than required. In reference to the installment plan, which is also highlighted in the lease. In accordance with the lease contract and additional addendums, I understand the installment breakdown due monthly will be as follows. The total contract amount is then broken down into 12 equal installments monthly. Hence the reasons for the total rent charge due at the time of move in. Section 6, also highlights the rent and charges which explains the rent payment total contract amount for the lease term is payable in advance in 12 equal installments of the total monthly amount for rent, in advance and without demand at the on-site manager's office.  If there are any additional questions, the office is available, please feel free to contact us.

Complaint: [redacted]
 I am rejecting this response because: I and my wife personally reported this issue at the front desk many times when we moved in. Even during our last month of stay the internet speed never picked up. You have to check the internet speeds in the apartments located at the end of the property they are awfully slow and they take forever to load. You can check lot of reviews complaining about the low internet speeds[redacted] . It is an additional cost that we had to pay to get the internet running. As you said in your words that you had issues with the internet. All I ask is for the reimbursement of my internet charges.
Regards,
[redacted]