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 Regards, [redacted]
On September 19, 2016, our staff received a phone call from a current resident stating that someone had entered her unit during the nightDuring the phone conversation, our staff asked multiple questions in order to determine whether or not the person entered with a key or if the door was left
unlockedDue to the nature of our business (student housing), multiple residents are assigned to this unit and therefore, are provided keys to the front door that are often shared between friends and roommates and we needed to ensure that we had all the facts in order to proceedThe resident that we spoke with communicated to us that she was unsure whether or not the door was, in fact, locked at the time, and requested that we inspect the lockThe maintenance manager was immediately notified of the situation and upon his inspection reported that the lock was working properlyDuring his inspection of the lock, one of the parents called the office and requested that we change the lock on the door, which we immediately approvedThe deadbolt lock was replaced before the end of the business day that the incident was reported to us.Our records show that on October 11, 2015, the laundry door was reported as not closing properly and the sink was leaking in bathroom The completed work order ticket, dated October 12, 2015, shows that the maintenance technician made an adjustment to the door and replaced a washer in the sinkTo ensure customer satisfaction with our residents, we always send out a “work order follow up” email once the requests have been completedThis provides our residents with an opportunity to let us know if the problem has been completed to their satisfaction or if we need to send maintenance back up to their unitNo other reports were made regarding these issues, therefore, we assumed the repairs had been completed to their satisfaction.In regards to the accounting issues, this resident had originally signed to be a “Sublease” in June of from another lease holderHowever, the original lease holder later decided that she no longer wanted to remain financially responsible for the account, since she graduated in May 2015, and was approved by our office to allow the sublease to “take over” the contractThe security deposit was paid by the original lease holder, therefore, is refunded to the original lease holderHowever in this case, the original lease holder had a previous unpaid balance that unfortunately carried over to the new residents accountThe charges were immediately removed from her account once the matter was brought to our attentionWe contacted the resident and explained the error and was assured that she understoodShe later went on to renew her contract with us for another lease year. We strive to provide excellent customer service to our residents at all times and encourage our residents to notify us of any and all issues within their unit so that we can make repairs or replacements as quickly as possibleWe also keep copies of each work order in the residents account so that we can keep a historical account of inventory within each unitAdditionally, we also keep records of all notices and email correspondences for auditing purposes and will be happy to provide that documentation, upon request, showing our immediate follto each of these concerns. Please feel free to contact me directly with additional questions regarding this residential account.Sincerely,*** ***Regional Property ManagerGreenhill Apartments* *** *** *** *** ** ***###-###-####***
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.
Regards,
[redacted]
Good morning.Our records show that the applicant applied for housing in December 7, 2015 for the 2016-2017 lease term. While we explain to every applicant that only a signed lease secures their space, we in no way, pressure the applicants to sign right away. This applicant signed the lease agreement...
on 12/9/15 and per the contract, had 30 days from the day signed, to provide an acceptable guarantor. The guarantor submitted their paperwork on 12/9/2015 and we contacted her to discuss our qualifications. Although the guarantor did not meet the financial requirement at the time, the guarantor, lease holder and property manager discussed their individual situation and the property manager approved for the mother to remain the guarantor. However, she failed to move-in on the designated move-in day in August 2015. We spoke with her multiple times regarding the unpaid balance and offered to allow her and/or the guarantor to make payment arrangements to help finalize her account in order to avoid collections. However, no arrangements were made. We also communicated her options to sublease her space and explained the sublease process in great detail. The lease agreement is a legal, binding agreement and her failure to move-in does not release her from her obligations under the contract. We have strived to work with both the resident and the guarantor in an attempt to set up payment arrangements, as well as, to assist them in finding someone to sublease her assigned bedspace. At this time, the account has been turned over to our collections department and they are encouraged to make payment arrangements to settle this account. Please feel free to contact me directly to discuss in greater detail. Thank you.
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 Regards, [redacted]
On September 19, 2016, our staff received a phone call from a current resident stating that someone had entered her unit during the nightDuring the phone conversation, our staff asked multiple questions in order to determine whether or not the person entered with a key or if the door was left
unlockedDue to the nature of our business (student housing), multiple residents are assigned to this unit and therefore, are provided keys to the front door that are often shared between friends and roommates and we needed to ensure that we had all the facts in order to proceedThe resident that we spoke with communicated to us that she was unsure whether or not the door was, in fact, locked at the time, and requested that we inspect the lockThe maintenance manager was immediately notified of the situation and upon his inspection reported that the lock was working properlyDuring his inspection of the lock, one of the parents called the office and requested that we change the lock on the door, which we immediately approvedThe deadbolt lock was replaced before the end of the business day that the incident was reported to us.Our records show that on October 11, 2015, the laundry door was reported as not closing properly and the sink was leaking in bathroom The completed work order ticket, dated October 12, 2015, shows that the maintenance technician made an adjustment to the door and replaced a washer in the sinkTo ensure customer satisfaction with our residents, we always send out a “work order follow up” email once the requests have been completedThis provides our residents with an opportunity to let us know if the problem has been completed to their satisfaction or if we need to send maintenance back up to their unitNo other reports were made regarding these issues, therefore, we assumed the repairs had been completed to their satisfaction.In regards to the accounting issues, this resident had originally signed to be a “Sublease” in June of from another lease holderHowever, the original lease holder later decided that she no longer wanted to remain financially responsible for the account, since she graduated in May 2015, and was approved by our office to allow the sublease to “take over” the contractThe security deposit was paid by the original lease holder, therefore, is refunded to the original lease holderHowever in this case, the original lease holder had a previous unpaid balance that unfortunately carried over to the new residents accountThe charges were immediately removed from her account once the matter was brought to our attentionWe contacted the resident and explained the error and was assured that she understoodShe later went on to renew her contract with us for another lease year. We strive to provide excellent customer service to our residents at all times and encourage our residents to notify us of any and all issues within their unit so that we can make repairs or replacements as quickly as possibleWe also keep copies of each work order in the residents account so that we can keep a historical account of inventory within each unitAdditionally, we also keep records of all notices and email correspondences for auditing purposes and will be happy to provide that documentation, upon request, showing our immediate follto each of these concerns. Please feel free to contact me directly with additional questions regarding this residential account.Sincerely,*** ***Regional Property ManagerGreenhill Apartments* *** *** *** *** ** ***###-###-####***
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.
Regards,
[redacted]
Good morning.Our records show that the applicant applied for housing in December 7, 2015 for the 2016-2017 lease term. While we explain to every applicant that only a signed lease secures their space, we in no way, pressure the applicants to sign right away. This applicant signed the lease agreement...
on 12/9/15 and per the contract, had 30 days from the day signed, to provide an acceptable guarantor. The guarantor submitted their paperwork on 12/9/2015 and we contacted her to discuss our qualifications. Although the guarantor did not meet the financial requirement at the time, the guarantor, lease holder and property manager discussed their individual situation and the property manager approved for the mother to remain the guarantor. However, she failed to move-in on the designated move-in day in August 2015. We spoke with her multiple times regarding the unpaid balance and offered to allow her and/or the guarantor to make payment arrangements to help finalize her account in order to avoid collections. However, no arrangements were made. We also communicated her options to sublease her space and explained the sublease process in great detail. The lease agreement is a legal, binding agreement and her failure to move-in does not release her from her obligations under the contract. We have strived to work with both the resident and the guarantor in an attempt to set up payment arrangements, as well as, to assist them in finding someone to sublease her assigned bedspace. At this time, the account has been turned over to our collections department and they are encouraged to make payment arrangements to settle this account. Please feel free to contact me directly to discuss in greater detail. Thank you.