Clearwater Farm Apartments

To Whom It May Concern: Please see attached documentation in response to the complaint received on 4/28/citing “Customer Service Issues.” Complainant entered the leasing office to discuss leasing an apartment home while misrepresenting herself as an existing residentComplainant paid the application fee upon agreeing to enter into a lease application agreementNo transfer fee was discussed, as it was understood that Complainant no longer lived on propertyComplainant surrendered her key to the apartment on April 13, Please see attached court order to verify that there was a protective order against Complainant until an undetermined time and [Joint Lessee] assumed sole responsibility for the apartment unit As an applicant entering into a new lease [Leasing Agent] and [Leasing Agent] discussed the required administrative fee of $Complainant attempted to negotiate this term, and explained that she still lived on the propertyAt this time [Leasing Agent] and [Leasing Agent] involved [Assistant Manager][Assistant Manager] referred Complainant to [Property Manager] Complainant stated that she lived at the property and wanted to transfer on site but would not pay the fee requested by [Leasing Agent] and [Leasing Agent] or [Assistant Manager] [Property Manager] began employment at Clearwater on March 1st [Property Manager] had not encountered a transfer situation and explained that the transfer fee was refundable after the transfer was complete, and that she would attempt to gain approval to waive said feeAt this time, [Property Manager] spoke with the office staff members and was informed that Complainant no longer lived on the premises [Property Manager] explained to Complainant that due to the fact that she was applying as a new resident, she would in fact need to pay the $administrative feeComplainant became distraught, heatedly emotional and threatened to obtain legal counselAt this time, Complainant ended the conversation Timeline · Original Lease Dates for Lessee and Complainant 6/26/– 6/25/· Complainant was asked by court order to remove herself from [redacted] Louisville, Kentucky on or before April 13, · Complainant surrendered her key to above referenced apartment on April 13, · Complainant visited the Clearwater Farm website and completed an online rental application looking to lease a new apartment on April 14, Complainant came into the office and paid the application fee on April 15, Complainant had two roommates apply; Roommate #on April 14, and Roommate #on April 22, · On or about April 28, Complainant was informed she would need to pay the required $Administrative FeeThis fee is required of all new leases· Complainant refused and became disgruntled at the staff members claiming she still lives at [redacted] Louisville, Kentucky and should not have to pay this fee· Complainant attempted to enter said apartment on the weekend between April 29th and May 1st Maintenance was apprised of the situation and did not allow Complainant accessIf Complainant resided at said address, Complainant would have had access to said unit· Clearwater Farm received negative review on the website from Complainant dated April 28, · Clearwater Farm received negative review on Facebook on April 28, from Complainant· [redacted] surrendered keys on May ,· Clearwater Farm receives complaint from the Revdex.com on May 4, Negative reviews can be found on page of this correspondenceOn behalf of Clearwater Farm, we sincerely hope this clears any discrepancy between what has been reported and what has occurred Best Regards, [redacted] Regional Property Manager ###-###-#### [redacted] “

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 For your reference, details of the offer I reviewed appear belowIf pet urine was the issue with the carpet, why didn't they mention it beforehand? Management has been in that apartment several times for various inspections and fixes and never have they seen a pet, nor did it smell like pet urineThe carpet was not soiled anywhere but where the damage was done during the floodNow that the carpet is pulled up, they continue to say it was documented properly because now we can't see the supposed damagedIt's a sham, I have different people that can valid that I never had a petClearwater is just looking to pass off an expense to tenant to eliminate the cost from themselvesI can have statements written but for some reason I'm sure they're "written estimates" are going to prevail Regards [redacted] ***

Revdex.com:
I have reviewed the response 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.I never misrepresented myself with the apartmentsThey are the ones who offered to waive the transfer fee! On top of filing this they locked us out of the apartment by changing the locks while we still had our stuff in there! We did not break the leaseThe court order states that *** ***(other lease) had to pay the rest of the apartment, not me move outI turned in an extra key we had, not my own.
Regards,
*** ***

Thank you for the opportunity to resolve this issue between Ms*** and Clearwater Farm Apartments Ms*** moved in on November 9, Here is a breakdown of the documents attached:
Document from ***'s Commercial Flooring dated November 6, shows that brand new carpet was
installed into her apartment.
Document from *** Carpet Cleaning dated November 14, 2014 stating that the carpet was inspected and not salvageable due to urine in the carpet This is a 3rd party company that uses a black light system to detect stains and pet urine This inspection is done if there is any question of whether stains can be lifted It was then they discovered the urine in the carpet It would be in the best interest in this company to salvage the carpet if possible as they would be paid more to clean it rather than just inspect The actual inspection was done on the November 11, but written up on November 14, 2014
Document from ***'s Commercial Flooring dated November 13, 2014 in the amount of $showing new carpet has been installedDocument is a copy of the original move out inspection.
According to our records Ms*** vacated the property on November 8, and fulfilled her notice I was not the property manager at the time; however, this was well documented and clearly shows that Ms*** is clearly responsible as documented by the letter from ***'s.
I do disagree with the amount and want it to be correct The cost of carpet is $ The carpet has a year life This equals per year Ms*** was in the apartment for years so there were years left of life The amount due to our property is and not the original Please note that the contact information you have on file for the property is not correct The correct contact information is:
website: http://www.clearwaterfarm-apts.com/
?contact information: *** ***, Community Manager
contact email: ***
Also, please note the property was sold in March and is no longer a PMR property.
Please let me know if you need anything further.
Regards,
*** ***Community ManagerClearwater Farm Apartments

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.  For your reference, details of the offer I reviewed appear below.
If pet urine was the issue with the carpet, why didn't they mention it beforehand? Management has been in that apartment several times for various inspections and fixes and never have they seen a pet, nor did it smell like pet urine. The carpet was not soiled anywhere but where the damage was done during the flood. Now that the carpet is pulled up, they continue to say it was documented properly because now we can't see the supposed damaged. It's a sham, I have different people that can valid that I never had a pet. Clearwater is just looking to pass off an expense to tenant to eliminate the cost from themselves. I can have statements written but for some reason I'm sure they're "written estimates" are going to prevail. 
Regards
[redacted]

To Whom It May Concern:  Please see attached documentation in response to the complaint received on 4/28/2016 citing “Customer Service Issues.” Complainant entered the leasing office to discuss leasing an apartment home while misrepresenting herself as an existing resident. Complainant paid the...

application fee upon agreeing to enter into a lease application agreement. No transfer fee was discussed, as it was understood that Complainant no longer lived on property. Complainant surrendered her key to the apartment on April 13, 2016. Please see attached court order to verify that there was a protective order against Complainant until an undetermined time and [Joint Lessee] assumed sole responsibility for the apartment unit.  As an applicant entering into a new lease [Leasing Agent] and [Leasing Agent] discussed the required administrative fee of $150. Complainant attempted to negotiate this term, and explained that she still lived on the property. At this time [Leasing Agent] and [Leasing Agent] involved [Assistant Manager]. [Assistant Manager] referred Complainant to [Property Manager].  Complainant stated that she lived at the property and wanted to transfer on site but would not pay the fee requested by [Leasing Agent] and [Leasing Agent] or [Assistant Manager].  [Property Manager] began employment at Clearwater on March 1st 2016. [Property Manager] had not encountered a transfer situation and explained that the transfer fee was refundable after the transfer was complete, and that she would attempt to gain approval to waive said fee. At this time, [Property Manager] spoke with the office staff members and was informed that Complainant no longer lived on the premises.  [Property Manager] explained to Complainant that due to the fact that she was applying as a new resident, she would in fact need to pay the $150 administrative fee. Complainant became distraught, heatedly emotional and threatened to obtain legal counsel. At this time, Complainant ended the conversation.  Timeline  ·         Original Lease Dates for Lessee and Complainant 6/26/2015 – 6/25/2016 ·         Complainant was asked by court order to remove herself from [redacted] Louisville, Kentucky 40219 on or before April 13, 2016 ·         Complainant surrendered her key to above referenced apartment on April 13, 2016 ·         Complainant visited the Clearwater Farm website and completed an online rental application looking to lease a new apartment on April 14, 2016. Complainant came into the office and paid the application fee on April 15, 2016. Complainant had two roommates apply; Roommate #1 on April 14, 2016 and Roommate #2 on April 22, 2016. ·          On or about April 28, 2016 Complainant was informed she would need to pay the required $150 Administrative Fee. This fee is required of all new leases. ·         Complainant refused and became disgruntled at the staff members claiming she still lives at [redacted] Louisville, Kentucky 40219 and should not have to pay this fee. ·         Complainant attempted to enter said apartment on the weekend between April 29th and May 1st 2016. Maintenance was apprised of the situation and did not allow Complainant access. If Complainant resided at said address, Complainant would have had access to said unit. ·         Clearwater Farm received negative review on the website from Complainant dated April 28, 2016. ·         Clearwater Farm received negative review on Facebook on April 28, 2016 from Complainant. ·         [redacted] surrendered keys on May 2 ,2016. ·         Clearwater Farm receives complaint from the Revdex.com on May 4, 2016   Negative reviews can be found on page 3 of this correspondence. On behalf of Clearwater Farm, we sincerely hope this clears any discrepancy between what has been reported and what has occurred.  Best Regards, [redacted] Regional Property Manager ###-###-#### [redacted]
[redacted]
  “

Thank you for the response.  Unfortunately the 3rd party vendors determined there were urine stains in the carpet.  The documentation that was attached to the original response were not estimates but actual invoices that were paid by the property.  As per my original response the total due to the property is $614.10 ? 
Regards, 
[redacted]
Clearwater Farm Apartments | Property Manager