Cenla Pools

Thank you for the opportunity to address the concerns outlined in the complaint # [redacted] Miss [redacted] is disputing the charges deducted from the Security DepositThe security deposit was $and the Lease expired on July 10, This lease is an individual lease in a bedroom apartmentThe resident is responsible for their bedroom, bathroom, and ¼ of the common areas and the resident signs the Move in/ Move out Condition Reports at the time of move inOn March 20, we provided the resident with a move out check list and on May 1, we provided the current contractor pricing for Painting, Cleaning, and Carpet CleaningI have attached the following to this response: 1) The Statement of Deposit2) The Move in/ Move out Condition Reports3) The Move out letters notifying the resident about the move out procedures and the move out costs.4) The move out photos can be viewed at this link: [redacted] I will explain each deduction as outlined on the Statement of Security Deposit that was provided to the Resident1) The Maintenance Base Charge of $This charge is outlined on the Residence Exception and Condition Report that is explained at the time of move in and signed off on by the resident at move inWhen there is painting, cleaning, or carpet cleaning necessary in an apartment, maintenance must enter the apartment to prepare for these servicesThis fee covers spackling a few nail holes, re-caulking sinks and tubs, and other small repairs to the walls and fixtures made necessary by the resident, to name a fewThey also make sure all of the appliances and fixtures are in place and working correctly2) Bed B: Paint Cost of $The scheduled paint charges are listed on the Residence Exception and Condition Reportwear and tear is defined on this sheet by the length of time a resident resides in an apartmentIf a resident resides in an apartment for one year, they are responsible for the full cost of the paint charge, after years they are responsible for ½ of the paint charge, and after years of residency they receive a free full paintThis resident resided in the apartment for one yearThe paint cost were provided to the residents on May 1, 2017, in advance of the lease end date and move outA full paint cost $and a partial paint was $for the first wall and $for each additional wallIn bedroom B, there were two walls in need of painting based on their conditionThere were pieces of thick, double sided tape on the back wall and nail holes on the right wall in this bedroomTherefore two walls were in need of paintingThe cost for this was $On the Residence Exception and Condition Report it outlines that nail holes are $eachThis is the cost to repair those nail holes with spackle by maintenance Once those holes are spackled, the wall does need to be paintedThe nail holes need to be spackled and the thick pieces of double sided tape did need to be removed by maintenance to prepare those walls before paintAfter the tape was removed maintenance also had to sand and prep those spots on the wall to make sure they were smooth before paintThere was no additional charge for this service, as the Maintenance Base Charge covered these repairs3) Cleaning of Bed/Bath B + ¼ of the Common Areas of $This was the cost to do a partial clean of the bedroom/ bathroom and the common areasThe items that needed to be cleaned in the bedroom were the dresser, desk, and the ceiling fanThe items that needed to be cleaned in the common area included the sink, cabinets, floors, the living room fan and furniture, the washer and dryer, and the return vent in the hallway4) The Carpet Replacement in bedroom B of $The carpet was in need of replacement due to two bleach type stains on the carpet near the desk in the roomThese stains were very large and due to the bleaching nature of the stains would not have come out with a carpet cleaningThe carpet has a life of yearsThis carpet was years oldThe resident was billed for the remaining years of life of the carpetThe total cost of replacement was $We do not take the decision to replace carpet lightly because we do not recover the full cost of replacementCarpet is only replaced when necessary5) ¼ the cost of the fridge handle replacement of $The lease is an individual lease where the resident is responsible for their bedroom, bathroom, and ¼ of the cost of the common areasOn August 25, Miss [redacted] provided me with photos of the fridge from May 17, We have record that she turned her keys in on May 18, In those photos it shows the fridge handle and it does not appear to be brokenI was provided with those photos after the deposit was processedI have reconsidered this charge and will credit the account for the $After this credit is applied the resident will receive a refund of $I will process that refund today and have a check mailed to the address provided at move outThe cost for the maintenance base charge, painting, cleaning, and carpet replacement were made necessary by resident damageThe resident is only charged the cost of repairs made necessary by their damageThe total cost to turn over this apartment was $and this resident was only held accountable for the portion of the cost that was made necessary by resident damage in the amount of $Thank you again for the opportunity to address these concernsI have processed the refund of $and a check will be mailed to the resident this weekSincerely, [redacted] , CAM, CAPSSite Manager

Mr [redacted] ,We are sorry to hear about your frustration and appreciate the opportunity to address your concernThe information regarding this policy is stated on the attached [redacted] , Section 3, signed 1/29/"Reservation Fee (may or may not be refundable)In addition to any Application Fee, you have delivered to our Representative a Reservation Fee in the amount indicatedThe Reservation Fee is not yet considered a security depositIt will either be credited to the required security deposit when applicant moves in, refunded if Applicant is not approved, or retained by CMG Leasing, Incas liquidated damages if Applicant fails to take occupancyA RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL." We encourage all parties to read throughout the contract prior to signingEach applicant must click, "I agree to these policies, and wish to apply for a residential unit at [redacted] ***" before beginning their applicationIf either you or your son had any objections to the policies which are outlined in the documentation, they should have been brought up prior to submission of the application [redacted] contacted the roommates multiple times on 1/29/2018, 1/31/2018, 2/2/2018, and again on 2/08/to follow up On February 8th, we were forced to move on to the next applicant who was waiting for an assignmentWe understand your frustration, but we held a spot for your son which otherwise could have been held for someone elseHis reservation deposit will therefore be held as liquidated damages to cover the loss of leaseIf you have any further questions regarding this information, please feel free to contact the office.Sincerely, [redacted] ***Site Manager, CMG Leasing, Inc

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I understand the contact Its unreasonable They should update the contract if they are truly trying to better serve their customers They kept $of my money, for doing NOTHING They are taking advantage of college freshmen that are new to the process of living on their own and are first time renters We live miles away and are trying to support our son the best that we can He is very busy with school and we are paying a lot of money for him to attend VA Tech This is unneeded additional stress Regards, [redacted]

Thank you for the opportunity to address the concerns outlined in Complaint # [redacted] . In the complaint, Ms [redacted] , the Guarantor of the Resident, outlines that she has already spoken to our lawyer and this is correct. Our Lawyer has addressed these concerns with Ms [redacted] directly. He... specializes and teaches Virginia Landlord Tenant Law. He explained that the notice provided to the Resident to be present for the move out inspection was sufficient and in accordance with Virginia Landlord Tenant Law and the charges deducted from the deposit were true, accurate, and legal under Virginia Landlord Tenant Law.I will address the two main issues in this complaint: 1) Notice to Resident to be present for the Move-Out Inspection and 2) The charges deducted from the security deposit:1) We provide multiple notices to the Residents and the Guarantors regarding Renewing and Vacating. The Lease for this apartment expired on August 9, 2017. However many of our residents are college students that graduate in May and leave town for the summer. We make sure to send all information about vacating to the residents before graduation. The following are the notices that were provided to the Resident and Guarantor to be present for the Move out Inspection. I have also attached this information to the complaint:a. The Lease that was signed by the Resident and Guarantor States:Page 2, Section 4 D. Move out Inspection: Under applicable Virginia law, MANAGEMENT will make a reasonable effort to provide RESIDENT with notice of a right to be present at the time of the move out inspection. RESIDENT must make a written request to MANAGEMENT to be present at such inspection at least thirty (30) days in advance of termination of tenancy. MANAGEMENT will notify RESIDENT of the scheduled inspection times during business hours. PREMISES must be empty of contents at the time of the move out inspection. The inspection will occur within seventy two (72) hours of the delivery of possession. If RESIDENT fails to make a written request, or fails to schedule an inspection, MANAGEMENT will proceed to do the move out inspection without RESIDENT being present.b. The Lease Renewal and Vacate Notice were sent to the Resident and Guarantor on October 26, 2016. The resident did not return a written notice to renew or vacate. As outlined in the Lease Agreement:Page 7, Section 25. NOTICE TO VACATE OR RENEW: Upon receipt of Notice to Renew or Vacate, RESIDENT shall respond within fourteen (14) days stating their intent. If RESIDENT(S) fail to respond to MANAGEMENT’S notices as stipulated, it will be assumed that RESIDENT intends to vacate the PREMISES and the unit may be assigned to incoming applicants. Those vacating must sign Intent to Vacate Form.c. On March 20, 2017 we emailed the Move out Checklist to the Resident and Guarantor. In the Move Out Procedures Letter it states:FINAL MOVE-OUT INSPECTION“It is not mandatory that you be present for your final inspection. However, if you wish to be present, you will need to contact the Leasing Office at ###-###-#### to schedule a move out appointment. At the time of your move out appointment, or no later than your lease end date, your bedroom, bathroom, and common area must be vacated of your personal items. At this time you must be ready to turn in all keys that you were issued so that we can process your final inspection. Inspections are conducted during normal business hours and once all roommates that are vacating are ready to turn in their keys. Appointments are made on a first come, first serve basis. If you do not wish to be present for the inspection, you can turn your keys in at the office with a forwarding address. If you use the drop box, please make sure you seal your keys in an envelope labeled with your apartment number and your forward in address. We would like to stress that problems or questions are less likely to arise at a later time if the resident is present at the move out inspection.”d. On May 1, 2017 we emailed the Resident and the Guarantor an email about Move out Pricing and Tips. This email states:“In preparation for your upcoming move out, last month we emailed a move out letter and check list. This packet of information listed your lease end date, last months rent, and how to schedule a move out appointment if you would like to be present for your move out inspection” “A move out appointment is only necessary if you would like to be present for your move out inspection. The inspection can only be completed once all roommates that are vacating are ready to turn in their keys. The move out inspection appointment can be scheduled on or before your lease end date and during office hours. Please contact the Leasing Office to schedule your appointment. If you do not wish to be present for the move out inspection, you can just turn in your keys with your forwarding address to the Leasing Office on or before your lease end date. “ 2) I have attached the Statement of Deposit and the move-out inspection. The photos from move out can be vied at this link: [redacted] I will break down the deductions from the Statement of Deposit:a. The Balance due of $425.95 for Rent. The Resident resided in the apartment for 2 years, or 24 months. In that time frame she paid rent late 12 times. On the lease end date the resident paid all but $425.95 of the balance on the account. When the security deposit of $400.00 was processed, it was first applied to the outstanding balance due on the account of $425.95.b. The First deduction was for the Maintenance Base Charge. This is outlined on the Residence Exception and Condition Report that is signed upon move in. This outlines that a fee of $25.00 will be charged as a base service charge to the cost of any painting, cleaning, or repairs needed. All three were necessary in this apartment. c. The Paint Charge of $105.00. Upon Move In, the resident is provided with the Residence Exception and Condition Report. At the time of move in we explain to the resident the paint charge upon move out and they sign off on this policy. Normal Wear and Tear for paint is based on the length of time a resident resides in an apartment. This form outlines that the resident is responsible for half of the paint charge at the end of 2 years of residency.At move out all of the walls had been scrubbed down and you could see every wipe down mark. The apartment had to be fully repainted due to these marks. The photos from move out clearly show the damage to the paint. Furthermore, there were 4 screw holes in the ceiling of bedroom A that had to be spackled and painted as well.In both the Move out Check List emailed on March 20, 2017 and the Move out Tips email sent on May 1, 2017 we explained the walls could not be scrubbed down with harsh chemicals or magic erasers. We warned in advance that this would damage the walls.d. The charge of $25.00 for cleaning. This was the touch up clean charge to clean the common areas. The photos show that the inside of the oven was not cleaned, the cabinet under the kitchen sink was dirty, the living room ceiling fan was dusty, and the inside of the washer was dirty. In the Move out Check List that was emailed out on March 20, 2017 it includes a cleaning check list so that the resident knows what is expected for cleaning upon move out. e. Replacement of the carpet due to dog urine in the amount of $220.95. At the move-out inspection there were cleaning chemical stains on top of the carpet and the room had an odor of dog. When the carpet at the entry of the room, not the corner, was pulled back, it showed all of the urine stains. It appeared that the resident tried to use a chemical cleaner on the carpet to spot clean the urine stains out of the carpet. We do keep damage carpet and will bring this carpet into court if we should have to pursue these damages and collection of the balance due.When we charge out to the resident for damage to carpet, we only charge the remaining life expectancy of the carpet. In this case, the carpet was three years old. We expect our carpet to last 5 years. Therefore, the resident was charged for only the remaining 2 years of life of the carpet due to this damage.f. The broken blind in bedroom A of $37.00. Myself and the Assistant Manager process all move out inspections together. We take photos to document the condition of the apartment at move out regardless if the resident is present or not. The photos show that the blind was broken upon move out. The Inspection and the photos are both dated for July 31, 2017. The blind was broken at the move out inspection and we will both testify and provide the photo evidence if this matter is taken to court for collections.The Resident and Guarantor were both provided with no less than at least 3 notices to be present for the Move out Inspection. The first notice was the Lease Agreement. The second notice was on March 20, 2017 in the Move out packet with a cleaning checklist. The third notice was on May 1, 2017, three months before the Lease end date of August 9, 2017 and before Virginia Tech Graduation of May 12, 2017. The resident did not provide us with a written notice to vacate, but rather just turned in the keys on July 31, 2017. This was the day the Move-out inspection was conducted.The charges deducted from the deposit would have been the same regardless if the resident had been present for the inspection or not. The damage noted and documented with photos are the true and accurate condition of the apartment upon move out and were made necessary by the damage of the resident. Thank you for the opportunity to address these concerns.Sincerely, [redacted] ***Site Manager Enclosures:The Lease AgreementThe Move-Out Checklist email with the Move out ProceduresThe Move-Out Pricing and Tips Email with the 2017 Move-Out CostsThe Statement of Deposit with the Apartment Condition Reports

Thank you for the opportunity to respond to the Revdex.com complaint#***, filed against CMG Leasing, Inc The apartment that is referenced in the complaint was an individual lease in a bedroom apartment. By signing an individual lease, the resident is responsible
for their own monthly rent and upkeep of their leased bedroom and shared common areas for the entire term of the leaseRooms considered common areas are shared bathrooms, kitchens, living rooms, and dining rooms.The lease the resident signed with CMG Leasing, Incwas for months, beginning August 1, and expiring on June 23, 2017. The guarantor contacted the leasing office and stated that her daughter would be leaving *** *** after the fall semester. The leasing staff explained that the resident had the option to sublease, as stated in the lease agreement. If that option was not something they would want to pursue, the second option would have been to turn in the keys to the apartment, to the leasing office. An inspection would have been completed at that time and the resident would no longer be responsible for utilities and possible damages that could have been caused by other occupants of the apartmentThe guarantor stated that she did not want to turn in the keys because if they did, they would no longer have the option to sublease the bedroomNo sublease was ever completed and no keys were turned into the office prior to the lease end date. On June 19th, the leasing staff contacted the resident as a follprior to the lease ending on June 23, 2017. At that time the resident stated she would be mailing the keys to the leasing office. The move-out inspection was completed after the expiration of the lease term and costs for damaged were assessed based on the condition of the apartment and the specific bedroom at that time. Below is an explanation of all deductions as listed on the Statement of Security Deposit Accounts Security Deposit on Hand: $396.00Deductions:Balances Due: Electricity-$16.44Base Maintenance Fee: $25.00 - This fee is stated on the Residence Exception And Condition Report: Move In /Move Out Inspection. The amount stated on the form is $50.00. However, due to maintenance needing to only service one bedroom and the common areas. A copy of this form was given to you at the time of move in. The fee, charged to all apartments, is the charge for one hour of maintenance time to change the locks, spackle nail holes, and to check all appliances to make sure they are in working condition. If more time than one hour is required for making repairs, i.eexcessive nail holes or other wall damage, residents will be charged accordingly, in addition to the Base Maintenance Fee.Full Paint Room -1st year charges: $225.00 - CMG Leasing does not consider it to be wear and tear, after year, to have to repaint. The bedroom was in need of painting due to scuff marks, a tape peels and residue, nail holes on walls, grease/stains from the bed, and other damage, as noted on the Residence Exception And Condition Addendum under Move Out Conditions. All of these are considered resident damage.Carpet Cleaning Charges-$65.00: CMG Leasing uses an outside contractor to complete the professional carpet steam cleaning. Residents are responsible for the carpet cleaning. Room cleaning charges: $45.00: Cleanliness is never considered wear and tear as this is completely controllable. When the move out inspection was completed, the blind, baseboards, and light fixture, had not been cleanedBlind slat in living room-$10.00: As previously stated, residents who have signed individual leases are responsible for damages to the common areas. There were blind slats missing at the time of the move-out inspection. Each resident of the apartment was charged for one slat. The charge for blind slats is stated on the Residence Exception and Condition: Move In / Move Out Inspection.Refunded: $9.96I sincerely apologize that the charges have taken the resident and guarantor by surprise but all charges on the Statement of Security Deposit Accounts are accurate and were due to resident neglect or damage.A copy of all forms referenced in this response and the pictures taken at the time of the move out inspection are attached for reference
***Thank you.*** ***Site Manager

Thank you for the opportunity to respond to the Revdex.com complaint #***. On September 23, the daughter of Ms *** submitted an application for an apartment with CMG Leasing through the *** *** *** *** websiteI have provided a receipt of the date and
time of application submissionAt the time of application the website stated that we were accepting applications for 2016-leasing year and that the rent prices were subject to change. On September 28, Ms *** completed her online application to apply as the Guarantor for her daughter. Included in the online application are several documents that the Applicant and Guarantor electronically sign: The Screening Authorization and Rights and the Application AgreementI have attached these documents that were electronically signed by Ms*** and her daughter. The Screening and Authorization and Rights Document states: "Agreement to Conduct an Electronic Transaction - The parties agree to the following 1) Electronic DeliveryWe will electronically deliver to you any documents or information related to your application for residency or disclosure pursuant to any laws, Acts, regulations or statutes ("Documents")We will deliver your Documents until either party modifies or cancels this agreementYou will receive the Documents electronically in lieu of receiving hard copies through the U.SMail5) Legal effectElectronic documents have the same legal effect as hard copiesYou are responsible to obtain access to the Documents, and to open and read themIf you cannot open or access your Documents please contact us to resolve thisBy initialing the policy document you agree that you have a functioning and operating email account to receive emails from us.""Agreement to Conduct a Transaction by Electronic MeansI agree to conduct this transaction by electronic meansI understand that by initialing the policy document I am conducting an electronic transaction and agree to use and receive communication through electronic meansI agree to enter into this Agreement and application electronically through the email address I have providedI know that I may refuse to conduct other electronic transactions."The Application Agreement states: "3) The Reservation Fee (may or may not be refundable)In addition to any application fee, you have delivered to our representative a reservation deposit in the amount indicatedThe Reservation Fee is not yet considered a security depositIt will either be credited to the required security deposit when applicant moves in, refunded if applicant is not approved, or retained by CMG Leasing as liquidated damaged if applicant fails to take occupancyA reservation fee is non-refundable seventy two (72) hours after the date paid without approval."On October 2, the 2016-rental rents were approved and updated on the *** *** *** *** website. On October 12, at 3:pm we e-mailed all applicants that applied on or before October 2, of the 2016-market rental ratesI have attached a copy of this e-mailThe reservation deposit is non refundable after hours of application and payment of the application fee and reservation depositDue to the change in the market rents from the previous year, we allowed any applicant that had applied on or before October 2, to cancel within hours of this email notification. The Applicant emailed on October 20, at 11:am and asked if it was too late to cancel and receive a refundI explained that it was past the hour deadline and if she would like to cancel, the reservation deposit was non-refundable. CMG Leasing adheres to the federal and state Fair Housing LawsWe provide for fair housing throughout regardless of race, color, religion, national origin, sex, elderliness, familial status, or handicapIn order to not discriminate, we apply all policies consistently across the board to allIf we were to make an exception to the signed to and agreed upon policies we would need to offer that to everyoneThis is what we did for the rent increaseWe offered across the board, the ability for all applicants that applied prior to the rent increase to cancel within hours of the date and time of the email notification of the rental rate changes for 2016-If we allow someone to cancel after the hour deadline, we would have offer that to everyone. Ms *** and her daughter both signed that they agreed to receive documents and notifications via e-mail. The applicant and guarantor both signed the application agreement that states the reservation deposit is non-refundable after hours of payment of the reservation depositCMG Leasing offered all applicants that applied after the rent increase the ability to cancel and receive a refund of the reservation deposit after notification of the rental rate increase as long as they did so within hours of the notification e-mailThe applicant cancelled after the hour deadline communicated by emailAs the deadline had passed, the reservation deposit is non-refundable. Thank you again for the opportunity to address these concerns. *** *** *** ***Site Manager *** *** *** ***

I appreciate the opportunity to respond to the Revdex.com complaint #***, filed against CMG Leasing, Inc I apologize for any misunderstanding between the leasing office and the resident. As a renewal incentive, the residents were offered a choice of a renewal carpet
cleaning or a cash incentive if they renewed the lease prior to the date stated on the renewal cover letter. When the renewal lease was turned in to the leasing office, the renewing resident did not select which option they would like to receive as an incentive. In February, the leasing office followed up with all renewing residents, by email, which had not selected their choice for the renewal incentive. Again no response was received. The leasing office will be more than happy to schedule a carpet cleaning for the house and we will notify the resident of when the service will be completed.I have attached a copy of the renewal cover letter and a copy of the email referenced above. Thank you again for the opportunity to address this complaint.Sincerely, *** ***Site ManagerCMG Leasing

On September 23, at 11:am *** *** applied to get on the wait list and lease a bedroom for August 2016-August at the *** *** *** ***. The reason we have a wait list for 2016-is that we are unsure at this time what apartments and bedrooms will be available for the following leasing yearAll of the apartments and bedrooms are currently occupiedThe current residents are offered Lease Renewals and have untilNovember 30, 2015 to renew their Lease Agreements through After this deadline, we will know which apartments are available for lease for 2016-The reservation fee is holding the applicant a spot on the wait listIf an applicant is offered a bedroom for lease, the $is applied to the security depositIf an applicant does not receive a bedroom, the $is refundedIf an applicant decides to cancel after seventy two hours of applying, the reservation fee is non-refundableThis is the cost to re-rent the spot on the wait list ***'s application was submitted electronically through the *** websiteThe application fee of $and the Reservation Fee of $were paid by *** at this time to complete and submit the application. *** is years old, legally an adult under the lawShe is also a *** *** studentI mention this because *** *** requires all students to have a laptop computer and access to the internet for class requirements. In the application process there are two documents that must be opened and signed that are important to this disputeThe first is the "Screening and Authorization and Rights"This document outlines that all documents and information will be delivered electronically and that the electronic documents have the same legal effect as hard copiesThis document also outlines that the applicant agrees to receive communication through electronic means. The second document that is important to this dispute is the Application AgreementThis agreement states, in bold and all caps on number Reservation Fee (may or may not be refundable) "A RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL." Please also reference section of this document that states: "If you withdraw before approvalIf, after seventy two (72) hours, and before signing the Lease Contract, you or any co-applicant withdraws an application or notifies CMG Leasing that you have changed your mind about renting the dwelling unit, CMG Leasing will be entitled to retain all Application Deposits as liquidated damagedThe parties will then have no further obligation to each other."The seventy two (72) hours started from September 23, at 11:am, the date and time the application was complete and submitted electronically to CMG Leasing. On September 28, at 2:pm *** *** completed the Guarantor Application via electronic meansShe also reviewed and digitally signed the "Screening Authorization and Rights" agreement as well as the "Application Agreement"I have attached both of these documents for reference. At the time of application, the website stated that the prices listed were current market rents and subject to change for the following yearI have attached a screen shot of this page*** applied for a bedroom apartment and the Market rents for 2015-leasing year were $- $per bedroom. On October 12, at 3:pm we notified all applicants that the rents for 2016-had been set and we listed them in the e-mailThe market rent for the four bedroom apartments are now $- $This is a $increase from the previous yearAs we increased the rent from the previous year, we decided to allow all applicants the opportunity to cancel their application and receive a refund of the Reservation Fee if they cancelled within seventy two (72) hours of notification of the new ratesI have attached this e-mail for your reference. On October 20, at 11:am *** *** e-mailed the *** *** *** *** stating that she no longer wished to live at the *** and asked if it would be possible to receive a refund of the reservation feeI e-mailed back that the seventy two (72) hours had passed and that we could not refund the reservation feeI also asked if she would still like to cancel or remain on the wait list. On October 21, *** *** called and gave me several reasons why *** was canceling her applicationI explained the contract and the cancellation deadlineAs we are sympathetic to the life situations that are taking place for all of our applicants, we must follow strict deadlines and policies so that we are not discriminating based on the Federal Fair Housing LawsThat is to apply the same polices across the board to all applicants and to have strict cut off dates for deadlinesNone of the reasons for cancellation give me the ability to make an exception to the contract that was signed by all parties. Ms*** was not happy with my response and asked to speak to my supervisor which is *** *** reiterated the policies to which all parties agreed and confirmed that we are not able to refund the reservation deposit if *** should cancel. The first request by the Guarantor for notification through the US Postal Service was received on November 12, We received a request from the Applicant, *** *** for written notice to be delivered through the Postal Service on November, 18, via e-mailI have attached a copy of this request. These notices do not take effect until the date receivedGoing forward from November 12, for the Guarantor and November 18, for the Applicant, any future correspondence will be in writing and mailed via the US Postal Service In this last response from *** *** she has requested the answers to the following questions:1) How many vacancies does CMG Leasing have for August 2016? The answer is unknown at this time, as all of the current *** Residents have until November 30, 2015 to turn in their signed Lease Renewals. 2) How many applicants are on the wait list? To date there are applicants on the wait listThere are total bedrooms at the *** *** *** ***. 3) Where does *** *** fall on the wait list? She is #on the wait list. We will not know for sure if *** will receive a bedroom assignment until the 1st week of December when we assign out available rooms to the applicants on the wait listIn the complaint Ms *** request that if there are more people on the wait list than rooms available that we reimburse the reservation feeThis is not the agreement that was signedThere is a cost incurred for every applicant that appliesWe are holding them a spot on the wait listIf they cancel, the reservation fee is retained to re-rent that spot on the wait list. In the complaint, Ms *** asks that we send all future correspondence through the US Postal ServiceTo date all correspondence from *** *** and her Guarantor *** *** have been in electronic format: The Application Submission, the Guarantor Submission, the Cancellation Request, the Revdex.com correspondence, and the request that all future correspondence from CMG Leasing be mailed via US Postal ServiceCMG will agree from the date of request that any future correspondence with *** *** and her Guarantor will be in writing and mailed by the US Postal service as requested. The complaint also request that a day consideration period be given for any financial demandsNumber on the Application Agreement states: "If you fail to sign a lease after approvalAll Applicant/ Co-applicants must sign the Lease Contract within three (3) days after CMG Leasing notifies you of your approval in person or by telephone or five (5) days after approval is mailed to youIf you or any co-applicant fails to do so, we will retain the Application Deposit and Reservation Fee as liquidated damages, and terminate all further obligations under this Agreement." CMG will honor this contract that was signed and agreed upon by both applicant and guarantor and allow days to respond after being notified by mailThe next time CMG will send notice will be with a lease offer, if we have an available bedroom open for ***We will mail this offer and *** will have days to respond from receipt of that offer. The Applicant and Guarantor both signed in agreement to the Application Agreement and the Screening and Authorization and RightsNow that we have received a request for written correspondence through US Postal Service, CMG Leasing will honor that request going forwardAny lease contract will be offered in writing through the mail and as outlined in the Application AgreementThe Applicant will have days to respondCMG will not be making any alterations to the policies outlined in these agreementsThese polices were approved by legal council and are in compliance with Virginia Land Lord Tenant Law. Thank you again for the opportunity to address this complaint. Sincerely, *** ***, CAM, CAPSSite Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Have received the $refund.Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is unfortunate that
within the phone conversations I had with CMG Leasing in the month of October
2015, they failed to recognize my request for help due to a major life altering
event. Becoming the primary care taker for a family
member who is in the advanced stages of Parkinson’s disease is financially and
physically overwhelming. As my family is
facing a hardship, CMG Leasing remains steadfast in a “hour deadline”. Life happens, and we notified CMG Leasing in a
reasonable amount of time, within days of their original email, about our
circumstances The Applicant, an year old college student,
is not the one paying the bills. I, the
Guarantor, asked CMG Leasing for consideration.
I asked for correspondence via postal mail because I do not have access
to daily email. The request was ignored. Due to the $monthly rent
increase, coupled with new financial hardship, the Applicant requested to not
move forward with her application and to be refunded the $reservation
deposit. Since the request came a few
days after CMG’s “hour deadline”, Ms*** notified the Applicant that the
$would not be reimbursed. I can understand
not being reimbursed if the request was
made weeks later, but the request was made within days, and, the only reason
the Applicant could not respond in a timely manner is because she was unable to
communicate with the Guarantor, the one paying the billsWhen long term financial decisions need to be
made, hours is not enough time for families, who are hundreds of miles
apart, to communicate and make a decision that is in the best interest of both the
family and the business.
Attached, please find
the Applicant’s written request for all correspondence between CMG Leasing, the
Guarantor, and the Applicant to be via United States Postal Mail Service. In addition, we are requesting that any demands
from CMG Leasing regarding financial obligations on our part be given to us
with a day consideration period. It
is unethical for CMG Leasing to force Applicants to make a long term financial
decision within a hour time-frame.
These Applicants are not the ones paying the bills. Many of them are hundreds of miles away from
home and CMG Leasing is taking advantage of these circumstances with their
hour rule. I am officially requesting that
CMG Leasing revisit their “hour deadline” rule and make fair changes based
on the reasons mentioned in my complaintI understand the need for a deadline
but days is not sufficient, nor is it fair.
I am also requesting
that Ms*** provide me with the following information:
How many vacancies does
CMG Leasing have for August 2016?How many applicants are
on the waiting list?Where does ***
*** fall on the waiting list?If there are more applicants than room vacancies, then we are requesting to give up our spot on the waiting list and be reimbursed our $reservation deposit.
Respectfully,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and will accept the complaint once CMG Leasing comes and cleans the carpets in the houseI will contact them the week of 7/ I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Prior to this complaint we have no record of receiving any request from the Applicant or Guarantor that they would like correspondence through the postal service.  We will accept this complaint as a formal request from the Guarantor. However, we will also need a written request from the applicant that they would like to change their preferences of how they receive correspondence from CMG Leasing. After we receive consent from the Applicant, we will send all correspondence through the United States Postal Service from that date forward. We stand by our previous response on this issue. The applicant did not cancel within the 72 hour deadline. We had no prior knowledge that this applicant was not able to receive e-mails or that they would like to be contacted by any other method. Sincerely, [redacted], CAM, CAPSSite Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint remains that CMG Leasing is unwilling to consider the
totality of our circumstance in regards to [redacted]’ rent
application.  Ms. [redacted]’s 11/23/15 statement clearly
identifies that she does not understand our current situation.  I identified a hardship and requested postal
mail and she points out that my daughter has to own a laptop and have access to
the internet to be a [redacted] student. Because she attends [redacted], are
families not allowed to face financial hardship?  In addition, Ms. [redacted] points out that [redacted] is 18, of legal age.  Yes, she is
certainly of legal age but clearly unable to pay monthly rent.  CMG Leasing recognizes this fact because they
make a Guarantor sign for [redacted] students.   Would Ms. [redacted] rather [redacted] not
communicate with her Guarantor regarding rent increases and then default on
monthly rent payments?  We have
communicated our needs to CMG Leasing and Ms. [redacted] feels it is necessary to
point out that the [redacted] and Mrs. [redacted], still use electronic
communication. I am not quite sure how
this is relevant.  Limited access to electronic communication is
just that, limited.   The Applicant and
Guarantor are 500 miles apart and due to a family hardship, postal mail service
was requested to guarantee proper communication regarding monetary demands made
by CMG Leasing.  CMG Leasing’s email notification
did not properly notify me the first time; hence, the reason for my original
complaint.  [redacted] took 7 days to respond to
CMG Leasing’s original email notifying her of a rent increase.  CMG Leasing gave her a 3 day window to
respond.  A 3 day window is not enough
time, especially when the 3 day window does not take into account that all the
Applicants will not be reading the email at the same time.  We view this practice as a deceitful way to
grab a quick $400.00 from families who are unable to communicate with each other.  This is our complaint against CMG Leasing and
we want to ensure this practice does not continue.  I am sure we are not the first family to be
taken advantage of.  How come CMG Leasing
is not expected to keep track of “read receipts”?  This is the only way to ensure all Applicants
get a true “3” days to make a long term housing decision.  I asked CMG Leasing for consideration and
to view how they currently handle notifications; instead, they continue to hide
behind past practice and benefit from their miscommunication.  In addition to my original complaint, on
11/19/15, I made CMG Leasing aware that because of my current situation, I
would need a 14 day time period to respond to CMG Leasing demands.  Ms [redacted] states, “The Applicant will have 5 days to
respond. CMG will not be making any alterations to the policies outlined in
these agreements. These policies were approved by legal council and are in
compliance with Virginia Land Lord Tenant Law.” 
According to Fair Housing Laws, this is discriminatory.  I have identified a need for a longer time period
due to a family hardship, and Ms. [redacted]
is unwilling to even consider my request. Thank you for your time and consideration.   
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand the contact.  Its unreasonable.  They should update the contract if they are truly trying to better serve their customers.  They kept $200 of my money, for doing NOTHING.    They are taking advantage of college freshmen that are new to the process of living on their own and are first time renters.   We live 300 miles away and are trying to support  our son the best that we can.  He is very busy with school and we are paying a lot of money for him to attend VA Tech.  This is unneeded additional stress. 
Regards,
[redacted]

Mr. [redacted],We are sorry to hear about your frustration and appreciate the opportunity to address your concern. The information regarding this policy is stated on the attached [redacted], Section 3, signed 1/29/18. "Reservation Fee (may or may not be refundable). In...

addition to any Application Fee, you have delivered to our Representative a Reservation Fee in the amount indicated. The Reservation Fee is not yet considered a security deposit. It will either be credited to the required security deposit when applicant moves in, refunded if Applicant is not approved, or retained by CMG Leasing, Inc. as liquidated damages if Applicant fails to take occupancy. A RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL." We encourage all parties to read throughout the contract prior to signing. Each applicant must click, "I agree to these policies, and wish to apply for a residential unit at [redacted]" before beginning their application. If either you or your son had any objections to the policies which are outlined in the documentation, they should have been brought up prior to submission of the application. [redacted] contacted the roommates multiple times on 1/29/2018, 1/31/2018, 2/2/2018, and again on 2/08/2018 to follow up.  On February 8th, we were forced to move on to the next applicant who was waiting for an assignment. We understand your frustration, but we held a spot for your son which otherwise could have been held for someone else. His reservation deposit will therefore be held as liquidated damages to cover the loss of lease. If you have any further questions regarding this information, please feel free to contact the office.Sincerely,[redacted]Site Manager, CMG Leasing, Inc.

Thank you for the opportunity to address the concerns outlined in Complaint #[redacted]. In the complaint, Ms [redacted], the Guarantor of the Resident, outlines that she has already spoken to our lawyer and this is correct. Our Lawyer has addressed these concerns with Ms [redacted] directly. He...

specializes and teaches Virginia Landlord Tenant Law. He explained that the notice provided to the Resident to be present for the move out inspection was sufficient and in accordance with Virginia Landlord Tenant Law and the charges deducted from the deposit were true, accurate, and legal under Virginia Landlord Tenant Law.I will address the two main issues in this complaint: 1) Notice to Resident to be present for the Move-Out Inspection and 2) The charges deducted from the security deposit:1)      We provide multiple notices to the Residents and the Guarantors regarding Renewing and Vacating. The Lease for this apartment expired on August 9, 2017. However many of our residents are college students that graduate in May and leave town for the summer. We make sure to send all information about vacating to the residents before graduation. The following are the notices that were provided to the Resident and Guarantor to be present for the Move out Inspection. I have also attached this information to the complaint:a.       The Lease that was signed by the Resident and Guarantor States:Page 2, Section 4 D. Move out Inspection: Under applicable Virginia law, MANAGEMENT will make a reasonable effort to provide RESIDENT with notice of a right to be present at the time of the move out inspection. RESIDENT must make a written request to MANAGEMENT to be present at such inspection at least thirty (30) days in advance of termination of tenancy. MANAGEMENT will notify RESIDENT of the scheduled inspection times during business hours. PREMISES must be empty of contents at the time of the move out inspection. The inspection will occur within seventy two (72) hours of the delivery of possession. If RESIDENT fails to make a written request, or fails to schedule an inspection, MANAGEMENT will proceed to do the move out inspection without RESIDENT being present.b.      The Lease Renewal and Vacate Notice were sent to the Resident and Guarantor on October 26, 2016. The resident did not return a written notice to renew or vacate. As outlined in the Lease Agreement:Page 7, Section 25. NOTICE TO VACATE OR RENEW: Upon receipt of Notice to Renew or Vacate, RESIDENT shall respond within fourteen (14) days stating their intent. If RESIDENT(S) fail to respond to MANAGEMENT’S notices as stipulated, it will be assumed that RESIDENT intends to vacate the PREMISES and the unit may be assigned to incoming applicants. Those vacating must sign Intent to Vacate Form.c.       On March 20, 2017 we emailed the Move out Checklist to the Resident and Guarantor. In the Move Out Procedures Letter it states:FINAL MOVE-OUT INSPECTION“It is not mandatory that you be present for your final inspection. However, if you wish to be present, you will need to contact the Leasing Office at ###-###-#### to schedule a move out appointment. At the time of your move out appointment, or no later than your lease end date, your bedroom, bathroom, and common area must be vacated of your personal items. At this time you must be ready to turn in all keys that you were issued so that we can process your final inspection. Inspections are conducted during normal business hours and once all roommates that are vacating are ready to turn in their keys. Appointments are made on a first come, first serve basis. If you do not wish to be present for the inspection, you can turn your keys in at the office with a forwarding address. If you use the drop box, please make sure you seal your keys in an envelope labeled with your apartment number and your forward in address. We would like to stress that problems or questions are less likely to arise at a later time if the resident is present at the move out inspection.”d.      On May 1, 2017 we emailed the Resident and the Guarantor an email about Move out Pricing and Tips. This email states:“In preparation for your upcoming move out, last month we emailed a move out letter and check list. This packet of information listed your lease end date, last months rent, and how to schedule a move out appointment if you would like to be present for your move out inspection”                                 “A move out appointment is only necessary if you would like to be present for your move out inspection. The inspection can only be completed once all roommates that are vacating are ready to turn in their keys. The move out inspection appointment can be scheduled on or before your lease end date and during office hours. Please contact the Leasing Office to schedule your appointment. If you do not wish to be present for the move out inspection, you can just turn in your keys with your forwarding address to the Leasing Office on or before your lease end date. “ 2)      I have attached the Statement of Deposit and the move-out inspection. The photos from move out can be vied at this link: [redacted] I will break down the deductions from the Statement of Deposit:a.       The Balance due of $425.95 for Rent. The Resident resided in the apartment for 2 years, or 24 months. In that time frame she paid rent late 12 times. On the lease end date the resident paid all but $425.95 of the balance on the account. When the security deposit of $400.00 was processed, it was first applied to the outstanding balance due on the account of $425.95.b.      The First deduction was for the Maintenance Base Charge. This is outlined on the Residence Exception and Condition Report that is signed upon move in. This outlines that a fee of $25.00 will be charged as a base service charge to the cost of any painting, cleaning, or repairs needed. All three were necessary in this apartment. c.       The Paint Charge of $105.00. Upon Move In, the resident is provided with the Residence Exception and Condition Report. At the time of move in we explain to the resident the paint charge upon move out and they sign off on this policy. Normal Wear and Tear for paint is based on the length of time a resident resides in an apartment. This form outlines that the resident is responsible for half of the paint charge at the end of 2 years of residency.At move out all of the walls had been scrubbed down and you could see every wipe down mark. The apartment had to be fully repainted due to these marks. The photos from move out clearly show the damage to the paint.  Furthermore, there were 4 screw holes in the ceiling of bedroom A that had to be spackled and painted as well.In both the Move out Check List emailed on March 20, 2017 and the Move out Tips email sent on May 1, 2017 we explained the walls could not be scrubbed down with harsh chemicals or magic erasers. We warned in advance that this would damage the walls.d.      The charge of $25.00 for cleaning. This was the touch up clean charge to clean the common areas. The photos show that the inside of the oven was not cleaned, the cabinet under the kitchen sink was dirty, the living room ceiling fan was dusty, and the inside of the washer was dirty. In the Move out Check List that was emailed out on March 20, 2017 it includes a cleaning check list so that the resident knows what is expected for cleaning upon move out. e.      Replacement of the carpet due to dog urine in the amount of $220.95. At the move-out inspection there were cleaning chemical stains on top of the carpet and the room had an odor of dog. When the carpet at the entry of the room, not the corner, was pulled back, it showed all of the urine stains. It appeared that the resident tried to use a chemical cleaner on the carpet to spot clean the urine stains out of the carpet. We do keep damage carpet and will bring this carpet into court if we should have to pursue these damages and collection of the balance due.When we charge out to the resident for damage to carpet, we only charge the remaining life expectancy of the carpet. In this case, the carpet was three years old. We expect our carpet to last 5 years. Therefore, the resident was charged for only the remaining 2 years of life of the carpet due to this damage.f.        The broken blind in bedroom A of $37.00. Myself and the Assistant Manager process all move out inspections together. We take photos to document the condition of the apartment at move out regardless if the resident is present or not. The photos show that the blind was broken upon move out. The Inspection and the photos are both dated for July 31, 2017. The blind was broken at the move out inspection and we will both testify and provide the photo evidence if this matter is taken to court for collections.The Resident and Guarantor were both provided with no less than at least 3 notices to be present for the Move out Inspection. The first notice was the Lease Agreement. The second notice was on March 20, 2017 in the Move out packet with a cleaning checklist. The third notice was on May 1, 2017, three months before the Lease end date of August 9, 2017 and before Virginia Tech Graduation of May 12, 2017. The resident did not provide us with a written notice to vacate, but rather just turned in the keys on July 31, 2017. This was the day the Move-out inspection was conducted.The charges deducted from the deposit would have been the same regardless if the resident had been present for the inspection or not. The damage noted and documented with photos are the true and accurate condition of the apartment upon move out and were made necessary by the damage of the resident.  Thank you for the opportunity to address these concerns.Sincerely,[redacted]Site Manager Enclosures:The Lease AgreementThe Move-Out Checklist email with the Move out ProceduresThe Move-Out Pricing and Tips Email with the 2017 Move-Out CostsThe Statement of Deposit with the Apartment Condition Reports

Thank you for the opportunity to address this complaint. The applicant applied on November 25, 2015 and e-mailed to cancel on December 8, 2015. The application that the Applicant and the Guarantor signed states the following:3. Reservation Fee (may or may not be refundable). In addition to any...

Application Fee, you have delivered to our Representative a Reservation Fee in the amount indicated. The Reservation Fee is not yet considered a security deposit. It will either be credited to the required security deposit when applicant moves in, refunded if Applicant is not approved, or retained by CMG Leasing as liquidated damages if Applicant fails to take occupancy. A RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL8. If You Withdraw Before Approval. If, after seventy two (72) hours, and before signing the Lease Contract, you or any co-applicant withdraws an application or notifies CMG Leasing that you have changed your mind about renting the dwelling unit, CMG Leasing will be entitled to retain all Application Deposits as liquidate damages. The parties will then have no further obligation to each other.The Applicant and the Guarantor both signed in agreement to these polices. They had to open and sign this document upon completing their application. With this said, I personally spoke with Mr. [redacted] on the phone. I explained that his son was on the wait list to receive an apartment. If we were not able to offer his son an apartment, we would refund the reservation deposit of $400.00 that was paid. At this time we were in the process of assigning out available apartments to the applicants on the wait list. I told him that his son was at the bottom of the wait list and it was very likely that he would receive the reservation deposit back because it was very likely that we would not have an apartment to offer his son. I asked for his patience while we made apartment assignments. This process was complete on Friday, December 18, 2015. We do not have an apartment to offer his son and I am processing the refund of the reservation deposit of $400.00 today. Thank you again for the opportunity to address this concern. Sincerely, [redacted], CAM, CAPSSite Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, thank you for your reasonable 5 day response time frame.  As noted in my complaint against CMG Leasing, I am not able to view and respond to emails on a daily basis.  A 72 hour “email” time frame to make a decision about a long term living commitment is unreasonable and unfair.  The Revdex.com’s 5 day response time is appreciated and fair to families who are not afforded the luxury of daily electronic communication.   On October 21, 2015, Mrs. [redacted] notified Ms. [redacted] and Ms. [redacted], via telephone, that Ms. [redacted] and Mrs. [redacted] were no longer able to access their electronic communication, and that we had been without electronic communication for about 2 weeks.  During that time, electronic transactions were a means that we were unable to provide due to a family hardship.   Mrs. [redacted]  made this clear to both Ms. [redacted] and Ms. [redacted].  They both stated that they were sorry for our circumstance but would not accommodate our request for reimbursement because the request was late; please note, our request for reimbursement  was 3 business days late.  Ms. [redacted] and Ms. [redacted]’s unwillingness to take into account our hardship and understand that we were physically unable to receive their electronic communication is discrimination.  They fail to see that if the hardship didn’t exist, we would have been able to respond within their 72 hour deadline.  We are respectfully requesting CMG Leasing to refund our $400.00 reservation deposit.  In the agreement we signed,  CMG Leasing specifies, “5. Legal effect. Electronic Documents have the same legal effect as hard copies. You are responsible to obtain access to the Documents, and to open and read them. If you cannot open or access your Documents please contact us to resolve this.”  Mrs. [redacted] did contact CMG Leasing to alert them to the situation and resolve this, but CMG Leasing failed to make any attempt to mail Mrs. [redacted] a hard copy of the notice, even after they were notified that the [redacted]’ were without electronic communication. To date, we have not received any information from CMG Leasing through the US Postal Service.  They have failed to properly notify us, even after Mrs. [redacted] explained to them in a phone conversation, that electronic communication was not possible for the [redacted] family at this time.  Please note, as the [redacted] were trying to rectify this situation, Mrs. [redacted] asked Ms. [redacted] for her supervisor’s direct contact information.  Ms. [redacted] refused to provide it.  The [redacted] were left no choice but to involve the Revdex.com.   Please see attached email documentation between CMG Leasing and Mrs. [redacted].  We  find CMG Leasing to be morally unethical in their business dealings.  They have taken advantage of a teeenager who is 500 miles away from home, who is unable to discuss the sudden, unreasonable 72 hour demands of CMG Leasing because of a major life altering event her family was facing.  Why has CMG Leasing failed to communicate with us via US Postal Mail even after Mrs. [redacted] has contacted them and requested it?  Here are the facts: 1. The [redacted] are physically unable to access electronic communication on a daily basis.  2. The [redacted] have notified CMG Leasing of our circumstance and need for hard copies of notification.  3. Upon notification, CMG Leasing has made no attempts to contact us in a manner other than electronic communication.  4. CMG Leasing continues to dismiss our complaint and overlook our request. 5.  In an effort to try and resolve this dispute, Mrs. [redacted] asked Ms. [redacted] for her supervisor’s direct contact information and Ms. [redacted] refused to provide it.   The [redacted] have paid the application fee and reservation deposit.  Once we learned of the rent increase, we immediately notified CMG Leasing of our circumstance and rightfully requested our $400.00 reservation deposit be reimbursed.  We have given CMG Leasing ample time, 10 months to be exact, to add more renters to their lengthy August 2016 “waiting” list.  Our request is not costing CMG Leasing a dime.  Their unwillingness to look at the totality of circumstances reinforces how they are taking advantage of a family’s hardship.  
Regards,
[redacted]