City Wide Heating

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: *** *** ***
Contact Phone: XXX XXX XXXX
We have worked with the client to resolve the issueThey will be moving into the property next week

The fee is clearly listed as non refundable on marketing material given on the tour. It is also listed as non refundable on the Rental Criteria in the application, in which she is required to confirm she understands by signing. The application was approved based on the information provided in the application. After an application screening is approved, a denial would only be in the event that the requested documents the applicant provides does not match the application. Failure to provide requested documents within 7 days is considered a cancellation, as this is the choice of the applicant. The phone call between Siwen & Tara did not indicate that the applicant was unable to provide documents until a later date, but that she was unsure if she wanted to move forward with the application. This is confirmed in an email from Tara to Siwen on July 12, 2017 which [redacted]s, “Hi Siwen, I just wanted to reach out to you regarding your application.  As discussed over the phone, because you are unsure of moving forward with the application and the application being uncompleted after 7 days, we will be placing your unit back on the market.  Please let me know if you have any questions.” Siwen did not respond to this email. In addition to Tara’s email on the 12th, Matt [redacted] emailed Siwen on July 6th, July 15th, and July 17th with no response. There was also no further phone communication.

Siwen [redacted] requested a refund of her $450 administrative fee. Matt and myself explained the fee is nonrefundable unless she was denied. She then decided to move forward with her application. The leasing agents both requested the necessary documents to complete the application process, but the...

applicant was unresponsive. She was informed via email multiple times that the application would be cancelled if documentation was not received. We then notified her once we officially cancelled the application in our system, in which we also informed her the fee would not be refunded. Siwen’s last email and phone call to us was on July 5, 2017, and we cancelled the application on July 17, 2017 after several failed attempts to reach her. Her unresponsiveness was deemed a cancellation since we would not have denied her had she provided requested documentation.

Contact Name and Title: [redacted] AVP
Contact Phone: [redacted]
Contact Email: [redacted]
After reviewing the applicants file, we found the charge was disputed unbeknownst to the applicant by his CC company, and the balance due was accurate. It was determined that the...

collection agency had inaccurate phone and mail contact information so he never received notification. Due to the confusion, he paid the balance due, and the collection will be removed from his credit report by the agency.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Since the checked was mailed to the wrong address (because I did provide my work address in St.Louis), could you please make sure that new check has been issued and mailed to my current address  [redacted] Rd apt *, St.Louis, MO 63132. 
Sincerely,
Marija [redacted]

This letter serves as a response in regards to the complaint submitted by Ms. Marija [redacted]. I apologize for the inconvenience caused by any miscommunication in regards to the refund payment.   Upon discovering Ms. [redacted]’s refund payment had not been processed on 8/12/17, the file was...

reviewed to start the refund process. Our property management team is currently converting to a new system for processing payables, causing a delay in this process.  The request for the refund check was sent to my corporate office on 9/2/17, to be sent to the address provided on Marija’s application for residency.   Check # 1562631 was cut on 9/7/17 and mailed on 9/8/17 to the address listed on the application for residency: [redacted] Apt ** Chicago, OL 60622. Per our check inquiry with our own bank, the check has not yet been cashed.   If the receiving address is not valid/sufficient, we are able to stop payment on this check and issue a new check to the desired delivery address. In order to stop payment on the check, Ms. [redacted] will need to advise us of same.

As I mentioned to you that day I recently took over as the Property Manager for [redacted] about 10 days ago. So first I want to apologize on behalf of Draper and Kramer and [redacted] for the poor response you received with the previous Property Manager.
As most of my time is spent running the day to day...

operations of the building and projects within the building I personally still believe that owner/tenant relations and security of the building and people are one of our most important duties as a Property Manager and should never be neglected. So again, I apologize for this.
During our inspection I want to note that there were damages to the lower kitchen cabinet doors and that your rug/mat in the living room was damaged as well. Luckily there was no evidence of the floor being damaged and the rest of the unit looked unharmed. I spoke to members of our staff who were part of the clean-up process that period in time and they confirmed that they were present when the leak occurred and on top of the clean-up in a flash like matter. This is most likely why you don’t have any floor damage. I asked that we purchase a new rug for you within a reasonable price but you said you love that rug and will most likely not find one close to that design. So please at your own leisure have the rug professionally cleaned and please bring me the receipt as this will be covered by [redacted]. As for your cabinet doors I explained to you that it would be a good idea to wait as your unit might be one of the first to go through a riser project and that would mean removing the cabinets in the near future. When that time gets closer I will let you know and we can discuss how to cure this issue and make you a happy share holder and comfortable with management here at [redacted].