Carrington Place Apartments

Sent: *** *** **, 2:PMTo: ***Cc: *** ***Subject: Dispute ID#*** This response is in regards to *** *** customer statement towards *** ***:
class=""> *** *** moved in at the end of *** and shortly after her apartment was broken intoShe immediately reported it and we immediately took actionWe asked her to file a formal police report and contact her renters insuranceWe repaired her front door immediately and there was not safety issues or concerns with the way the door was leftAfter the door was repaired properly, *** and *** *** came into my office to discuss breaking their lease and told me they wanted to leave the communityI told them that we could not break a contract due to this but we were working to make them as comfortable as possibleI offered to have all of the locks changed on the apartment at our cost (a fee which would normally cost the residents $per door totaling $200) and asked about having the alarm programmed immediately*** was not happy with thatShe immediately went into our access gates and why they didn’t have cameras and I told her that our gates were not security gates and we didn’t advertise them as suchI then told her that crime did not have an address and has absolutely frustrating and upsetting as this was, this was not Carrington Place’s faultI attempted to again explain the customer service aspect of what I would be willing to doI attempted to go into the lock change and alarm and started to discuss a transfer on site as wellAs I brought that up, *** began yelling and cursing at meShe threatened to *** ** *** ** my office and *** *** had to hold her backI told them both the leave and I called to file a police report and let them know that a resident had made * *** *** ** ***She called after the incident to apologize and hours later *** *** came in to discuss the conversation againI reiterated the same things from the morning and told him that if it was the apartment they didn’t feel comfortable in, then we would transfer them to another one with no transferring fee (normally a $fee)I went over the lease termination policies with him and said he could also put in a day notice and pay 200% of months rentWe did everything we could to make the residents comfortable in their current apartment or gave them the option to transfer for free to a completely different apartmentThe couple brought in a *** search that had reviews on it, none of which pertained to current break ins and it was not from the *** ***I explained to them, we have a security company that monitors our community and we do everything to prevent crime just like any other community doesThis is unfortunate that it does happen but it does not warrant breaking your leaseThe couple agreed to transfer to another bedroom in the community and we thought we were moving forwardWe got the apartment completely and totally ready, at our cost, with NO transferring fee per my agreementThe day they were suppose to move in *** *** walked into the office and turned in keys to the old apartment and told us he was not moving into the new apartment and had already moved out of the old oneThey completely broke their lease with no notice after committing to us that they were transferring to another apartment Carrington Place went over and beyond to accommodate the ***We got an additional apartment ready at our cost, waived a transfer fee, and are owed months of rent that they have skipped on at this timeWe strongly believe that we provided exceptional customer service and did our absolute best to accommodate a couple that ultimately seemed very adamant on not wanting to terminate their lease correctly and formally
*** ***| *** ***Carrington Place Direct:###-###-#### Fax: ###-###-#### *** * ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  [1). [redacted] is right, I did report it immediately, I also called our insurance company and 911, as a victim should.
(2). I'm not sure what [redacted] calls repair, but I have pictures as well as videos along with testimonials that the door nor the door frame was fixed appropriately, and was not considered safe at all. To have such an expensive rent, there should also be standards set that residents receive the utmost treatment when victimized. Instead [redacted] is and was acting as if she was the victim.)
(3). [redacted] did not offer to make me as comfortable as possible, as a matter of fact, her exact words were, "[redacted]" She also stated that, [redacted] Carrington Place before you signed the lease. There is nothing we can do about break ins. Those remarks, the way she acted in the office the day that she threatened to [redacted] did not show any professionalism nor remorse at all. 
(4). [redacted] stated that, "[redacted] began yelling and cursing at me. She threatened to [redacted] my office and [redacted]" Let's be real transparent here. At any time did I tell you [redacted], [redacted] of Carrington place apts that I [redacted] Play back the events as they happened shall we. My memory is in color and I remember everything down to the detail. I called back in and asked [redacted] to speak with you, and he said, "Wait a while so I can let her calm down." 
(5.). Early on [redacted] never offered to change the locks. As a matter of fact, the lease states that the locks are changed after each tenant, so why would she even need to change the locks. It was a few days later when she called my [redacted], after she received the 1st letter I wrote that she offered to change the locks. (I recorded that conversation). Also, the [redacted] Handbook states that the Landlord must rekey the locks after tenants move out. This is very disturbing to now know that she didn't have the locks rekeyed.
(6). All of Carrington Place's [redacted] should have a meeting and get on one accord. When we were first looking at the apartments, we were told by [redacted] that the apartments were safe, a gated community, with constant security and cameras. There was no crime being committed in Carrington Place apartments, and she hopes that we move our family into the apartments as long as the credit check and everything checks out. We trusted that. We trusted them. They (The [redacted] at Carrington Place Apartments) [redacted]
(7.) [redacted] never offered to move us into another apartment until after she received the 1st letter from me. We called the front office after we thought it over and asked if there were any apartments at the front available. We were told "no, and that the only available apartment was at the bottom right across from us but still at the back." [redacted] also stated that "she did not know when another apartment would become available at the front." [redacted] called the next day, and miraculously an apartment had become available. Someone had moved out. We considered the move and was advised to call in and see if this apartment that had all of a sudden become vacant had been broken into, and also to see if we would just be able to move in as already living there or what. I was advised by [redacted] that we would have to fill out a new credit application, bring in updated work information, the rent would increase from $1361 to $1409, and that we would have to sign a new year lease. After speaking with my [redacted], we immediately smelled a rat and were advised against it. They were rushing us wanting us to hurry up and get in and sign a new lease. I told [redacted] that nothing had changed, so couldn't we just come in and update the apartment number and everything else stay the same? She stated, "No, we can't do that, we need to do a new everything. I called in again the next day before the end of the month and [redacted] stated that she thought the apartment had been broken into. We went to the [redacted] and received print outs from law enforcement.
(8). After reading the [redacted] reports for 2 months prior to our break in on [redacted] 29 and the Break ins that occurred in [redacted] and [redacted], I had seen enough to know that this [redacted] and The [redacted] at Carrington Place Apartments, and [redacted] aren't doing a thing to accommodate their tenants, and the safety of their tenants. As you can see in [redacted]'s statement, she is worried about funds, not our safety.
(9). This complaint is bigger than the [redacted] Family, this complaint is for every tenant that has been [redacted] at Carrington Place Apartments, and when you ask the [redacted] to check [redacted] they swear the [redacted] How else is someone breaking in apartments, and no one sees anything? Probably because t[redacted]
(10). [redacted] stated, "The couple brought in a [redacted] search that had reviews on it." That was the first letter I wrote to [redacted], the 2nd and last letter that I wrote to [redacted] had the [redacted] reviews which were legitimate, and the reports that were reported at the [redacted]. There were more in [redacted] that I have printed from the [redacted] if she would like those. [redacted] kindly stated that she doesn't want another letter from me (this is in the recorded conversations that we had).
(11). [redacted] stated, "We got the apartment ready at our cost." I'm sure they had to fix the apartment up anyway correct? When we were looking for an apartment [redacted] stated, "apartments in this community go fast, I can't hold one for you." Again the [redacted] is trained to create urgency. 
(12). We didn't commit to another apartment, we didn't sign anything for another apartment. We still had concerns, and received half answers instead of the whole truth. Again, people know when they aren't safe. They know when they are being taken advantage of, and they know when it's all about money. 
(13). We also have police reports [redacted] Carrington Place Apartments, there have [redacted] Carrington Place apartments, there was also [redacted] Carrington Place Apartments with [redacted] Carrington Place Apartments as well as another one of [redacted]'s properties that was recently broken into and on the news because the office [redacted]. [redacted] Carrington place and [redacted]. Again this is bigger than the [redacted].
Let's be transparent again... [redacted] stated, "A couple that ultimately seemed very adamant on not wanting to terminate their lease correctly and formally." We packed up everything and moved to Texas in search of a place to live. Mind you we had been living in one place for over 6 years. We also had something on our credit that needed to be taken care of, we paid $1800 on that because of the urgency and needing a place to live so that our [redacted] would not miss school. We weren't looking to have be robbed of everything. The electronics don't mean a thing but someone(s). I'm assuming [redacted] or [redacted] for that matter has all of our personal and private information. Right now at this moment the entire [redacted] at Carrington Place Apartments [redacted] They didn't want to share [redacted] information, so we had to dig and find it ourselves. Come to find out the [redacted] at [redacted] had no knowledge of all the break ins. I have spoken with them 3 times, and will be calling back on [redacted]/14 and forwarding this complaint. Again a couple doesn't pack up and move 10 hours away looking to house jump. We aren't those type of people. I'm not sure what kind of people [redacted] works with on a daily bases, but I'm sure she has heard and seen some of anything. Again, we are not those type of people. We were looking for a permanent residence. But. Instead. We were taken advantage of, and [redacted] is still trying to take advantage of us. [redacted], I walked in the office one day and she was screaming at [redacted](one of the [redacted] members) like I wasn't even there. [redacted] was all in her face. The argument was over someone signing a lease and [redacted] needed to have collected a deposit from him. [redacted] didn't say a word, I assume because she is used to [redacted] hollering at her.  And just to show you how unprofessional they are, they never acknowledged that I was sitting there nor did they apologize for what I had just seen. A professional would have said, " We apologize for that, things can sometimes get out of hand, and we are human, how may we help you today." You know, something of that nature. This went on for a good 5 minutes. Wow!! All I know is when someone is going around bullying and belittling people their ways will not last. There is a such thing as Karma, and Lord knows I pray no one has to go through what we have gone through in these short few months. Order my steps Lord. 
God has a way of showing people, and I'm so glad He's on my side. Wishing you all peace and blessings and a mighty grand holiday season. ]
Regards,
[redacted]