College Park Townhomes

Complaint: [redacted] I am rejecting this response because: it is substantively untrue and fill of outright lies & unbased accusationsFirst of all, my husband would not hurt a fly and for her to say he was advancing on her is a complete insultIt was her that was advancing, getting in his face growing angrier and angrierThe residence can never be brought back to anything other than reasonable living status simply put there will always be dust no matter how much she tries to sugar coat things because they are directly located across from an open fieldShe might want to reevaluate things entirely and get her facts straight Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: it is substantively untrue and fill of outright lies & unbased accusationsFirst of all, my husband would not hurt a fly and for her to say he was advancing on her is a complete insultIt was her that was advancing, getting in his face growing angrier and angrierThe residence can never be brought back to anything other than reasonable living status simply put there will always be dust no matter how much she tries to sugar coat things because they are directly located across from an open fieldShe might want to reevaluate things entirely and get her facts straight.? Regards, [redacted]

Since Ms [redacted] was not present during the encounter when her husband came in to the office, I would like to have her responses in regards to that day disregarded. I sat in my office chair the entire time her husband was in my office. I turned my screen to allow him to see the pictures, when he wanted to continue to argue I turned my screen back at which time he got out of the chair and started to move behind my desk. Since Ms [redacted] wasn't there, she also does not know the tone in my voice, the supposed anger on my face, or any other character assessment from that day. As Mr [redacted] continued to argue with the stated facts I had to increase my tone and seriousness that he had made his point and he needed to leave the office that I was not going to argue with him. If you would like to speak to facts, I would be happy to post the pictures of the unit that show more than just dirt and dust from the field? If you read your signed Lease Agreement along with the proper Move Out Guidelines provided it is very specific in what is required to be done inside and outside of your unit upon your move out. At the time of signing your Lease Agreement and both times you received the Move Out Guidelines you accepted the terms in their entirety. The facts still remain the same and the proof is in your file along with the accounts from our Service Team in regards to your conversation to him about the stain that had to be repaired along with the first hand account of the status of the unit and the picture he took separate from the pictures I took. Unless you authorize us to attach the many photos for record, I'm afraid this case appears to be one word against the other in regards to the interaction on October 1st, which begs me to wonder if your initial claim was about a personal character assassination or the actual facts of your final balance owing to our company for damages and cleaning charges. In which case, I would be happy to also include the many testimonials from previous renters, current tenants, and prospects that show your interpretation is a different view than the vast majority of my interactions with the community. Melissa V [redacted]

Since Ms [redacted] was not present during the encounter when her husband came in to the office, I would like to have her responses in regards to that day disregarded I sat in my office chair the entire time her husband was in my office I turned my screen to allow him to see the pictures, when he wanted to continue to argue I turned my screen back at which time he got out of the chair and started to move behind my desk Since Ms [redacted] wasn't there, she also does not know the tone in my voice, the supposed anger on my face, or any other character assessment from that day As Mr [redacted] continued to argue with the stated facts I had to increase my tone and seriousness that he had made his point and he needed to leave the office that I was not going to argue with him If you would like to speak to facts, I would be happy to post the pictures of the unit that show more than just dirt and dust from the field? If you read your signed Lease Agreement along with the proper Move Out Guidelines provided it is very specific in what is required to be done inside and outside of your unit upon your move out At the time of signing your Lease Agreement and both times you received the Move Out Guidelines you accepted the terms in their entirety The facts still remain the same and the proof is in your file along with the accounts from our Service Team in regards to your conversation to him about the stain that had to be repaired along with the first hand account of the status of the unit and the picture he took separate from the pictures I took Unless you authorize us to attach the many photos for record, I'm afraid this case appears to be one word against the other in regards to the interaction on October 1st, which begs me to wonder if your initial claim was about a personal character assassination or the actual facts of your final balance owing to our company for damages and cleaning charges In which case, I would be happy to also include the many testimonials from previous renters, current tenants, and prospects that show your interpretation is a different view than the vast majority of my interactions with the community Melissa V [redacted]

Since Ms*** was not present during the encounter when her husband came in to the office, I would like to have her responses in regards to that day disregarded. I sat in my office chair the entire time her husband was in my office. I turned my screen to allow him to see the pictures, when he wanted to continue to argue I turned my screen back at which time he got out of the chair and started to move behind my desk. Since Ms*** wasn't there, she also does not know the tone in my voice, the supposed anger on my face, or any other character assessment from that day. As Mr*** continued to argue with the stated facts I had to increase my tone and seriousness that he had made his point and he needed to leave the office that I was not going to argue with him. If you would like to speak to facts, I would be happy to post the pictures of the unit that show more than just dirt and dust from the field? If you read your signed Lease Agreement along with the proper Move Out Guidelines provided it is very specific in what is required to be done inside and outside of your unit upon your move out. At the time of signing your Lease Agreement and both times you received the Move Out Guidelines you accepted the terms in their entirety. The facts still remain the same and the proof is in your file along with the accounts from our Service Team in regards to your conversation to him about the stain that had to be repaired along with the first hand account of the status of the unit and the picture he took separate from the pictures I took. Unless you authorize us to attach the many photos for record, I'm afraid this case appears to be one word against the other in regards to the interaction on October 1st, which begs me to wonder if your initial claim was about a personal character assassination or the actual facts of your final balance owing to our company for damages and cleaning charges. In which case, I would be happy to also include the many testimonials from previous renters, current tenants, and prospects that show your interpretation is a different view than the vast majority of my interactions with the community.
Melissa V***

Complaint: ***
I am rejecting this response because: there was no repair to be made to the carpet as I had taken the reparations into my own hands to resolve this matterDOING exactly the DUTY required of ME to fulfill the outlined move out guidelines having the carpets cleaned at OUR expenseThe stain was entirely removed therefore, there was NO need for repair, but still they hired an additional cleaning crew to go over ALL areas already cleaned by my husband and myself in addition to repairing the carpet rather than replacing it just so they could save themselves the money and charge it to usWe spent many hours scouring that place until it shined lost sleep and allIt was pointless for her along with him to turn my words against me and use them to their advantage, this was a scheme by them to collect more from usThat is where they are wrongNo matter whether I was there or not you have made a very serious accusation for which there are consequencesWe have spoken to many other disgruntled tenants who have also been underhanded by you and this shady organization, many of whom are relieved to have leftMany that have left within months due to the outrageous attitudes received from you and your staffThey each had much to say that left you all in a negative light. You have done no one any favors
Regards,
*** ***

Good Morning/Afternoon,? Thank you for the opportunity to respond to the allegations by our previous tenant, we understand that one persons perception and reality are often never the same, we take pride in keeping active records of all of our tenants.? We have made reference to specific
sections of our lease as well as our Move Out Guidelines to use as a reference, I have attached our Move Out Guidelines as a resource but due to the privacy of the former tenant we have not included our lease agreement with them.? They do have a copy of their signed lease that they are sure to reference when applicable.? ? Before I divulge the timeline and notes taken from the tenants file, please allow me to respond to each of the illegitimate complaints the former tenant has made:? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Former Tenant Statement of the Problem:? ? this company is as corrupt as the day is long.? she unlawfully robbed us of our entire security deposit along with an additional $260.33.? we followed our lease and move out terms to the letter and when we ? ? ? ? ? ? ? ? ? ? ? ? confronted her with this issue we were confronted with anger and cruelty.? We asked to see the before and after pictures and she refused to comply with our request.? It was as if she was hiding something from us.? People lie and she is one of the ? ? ? ? ? ? ? ? ? ? ? ? ? biggest liars we have ever known.? Our main issue with this is that she illegally charged us for a carpet replacement that would have normally been done at her expense after four years of residency.? State statutes say that there was no need for a ? ? ? ? replacement since it's life had run out and there was nothing present beyond reasonable wear and tear.? I do not and will not recommend this place of living to anyone we know or meet along this road.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Response: It is unfortunate that the former tenants chose to give a uncharacteristic character assessment when this office has worked to try and accommodate the tenants at every opportunity.? Each tenant has shown up unannounced and been afforded an unconventional amount of time to walk through each and every step over and over again.? To ascertain that we were unlawful in any of our dealings with any of our tenants is an outrage.? We pride ourselves on the many hours of training and experience devoted to our business and dealing with our tenants, prospects, and employees in an above average professionally courteous manner.? There are hundreds of testimonies from previous and current renters in our community that would offer a very different view from this one accusation.? As for the former tenants comment about? following their lease term to the letter, please note the following section of their signed lease agreement with the noted violations, this is merely a fraction and not the whole lease terms violated:? ·? ? ? ? ? ? ? ? ? On August 1, both tenants signed a lease renewal that stated the following;? When Moving Out, MOVE-OUT PROCEDURES.? The move-out date can't be changed unless we and you both agree in writing.? You won't move out before the Lease Contract term or renewal period ends unless all rent for the entire Lease Contract term or renewal period is paid in full.? ? (Former Tenant changed the move out twice after the initial Intent to Move Out was received without written notification stating they were changing the said date, courtesy was allowed due to the closing date being pushed back)? Early move-out may result in reletting charges and acceleration of future rent under paragraphs and 32.? You're prohibited by law from applying any security deposit to rent.? You won't stay beyond the date you are supposed to move out.? All residents, guests, and occupants must abandon the apartment before the 30-day period for deposit refund begins.? You must give us and the U.S Postal Service, in writing, each resident's forwarding address.? CLEANING.? You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies, garages, carports, and storage rooms.? You must follow move-out cleaning instructions if they have been provided.? If you don’t clean adequately, you'll be liable for reasonable cleaning charges.? (Tenant was charged for cleaning after they were allowed to re-enter the apartment after they neglected to clean to the standards set forth in our move out guidelines, see attachment Move Out Guidelines and detail below of the noted unacceptable cleaning issues)? MOVE-OUT INSPECTION.? You should meet with our representative for a move-out inspection.? Our representative has no authority to bind or limit us regarding deductions for repairs, damages, or charges.? Any statements or estimates by us or our representative are subject to our correction, modification, ,or disapproval before final refunding or accounting.? ? (Former Tenant was not charged for the additional days of cleaning that was allowed after they had given notice.? Former tenant did not turn in keys until after they were allowed to come back to perform additional cleaning.? At the courtesy of our office, tenant was allowed to come back and was provided another Move Out Guideline with outlined details of what cleaning was not to the standard of our guidelines.)? SECURITY DEPOSIT DEDUCTIONS AND OTHER CHARGES.? You'll be liable for the following charges, if applicable:? unpaid rent; unpaid utilities; unreimbursed service charges; repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, burns, stains, or unapproved holes? ? (Former tenant was charged for damage caused to the carpet that she reported to the Maintenance Manager before move out and was noted in their file and pictures were documented from a red stain from something her son had spilt in the master bedroom that could not be cleaned.? The carpet was not replaced, it was repaired which is why the customer was charged for the total repair of our high end carpet that has a life span of years); replacement cost of our property that was in or attached to the apartment and is missing; replacing dead or missing smoke detector batteries; utilities for repairs or cleaning; trips to let in company representative to remove your telephone or TV cable services or rental items (if you so request or have moved out); trips to open the apartment when you or any guest or occupant is missing a key; unreturned keys; missing or burned out light bulbs; removing or rekeying unauthorized security devices or alarms systems; agreed reletting charges; packing, removing or storing property removed or stored under paragraph 13; removing illegally parked vehicles;………..? DEPOSIT RETURN, SURRENDER, AND ABANDONMENT.? We'll mail you your security deposit refund (less lawful and contractual deductions_ and an itemized accounting of any deductions no later than (i) days after surrender or abandonment? (Unit was not fully surrendered until after the tenants were allowed to come back a second time to clean, keys were submitted to the office on August 18, 2015, final statement of deposit account was September 17,2015); or (ii) days after receipt of the renter's new mailing address is received, whichever is later.? If the unit is damages, this period shall be extended by days.? You have surrendered the apartment when:? (1) the move-out date has passed and no one is living in the apartment in our reasonable judgment; or (2) all apartment keys and access devices listed in paragraph have been turned in where rent is paid--whichever date occurs first.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? TIMELINE FOR FORMER TENANTS - Note, names have been changed to protect the identity of the people involved.·? ? ? ? ? ? ? ? ? July 1, - Tenant gave Notice of Intent to Vacate as of July 31, and was given the Move out guidelines as well as the number to the carpet cleaner.·? ? ? ? ? ? ? ? ? July 23, - Tenant came in and needed to extend his move out date as he was experiencing some problems with the closing of his new home.? Move intent to vacate toAugust 7th.·? ? ? ? ? ? ? ? ? July 31, -? Move out date changed again to August 14, 2015·? ? ? ? ? ? ? ? ? August 14, - Tenant came in to let us know that her husband hurt his back and is unable to help her pack, as a courtesy I allowed her to wait for help from her friends and use the remainder of the weekend to move out her belongings without charging her for the additional rent for the weekend.·? ? ? ? ? ? ? ? ? August 17, - Carpet Cleaned by *** ***·? ? ? ? ? ? ? ? ? August 19, - Tenant brought in the keys late in the afternoon and wanted to do a walk through, I notified her that I was unable to leave the office as I had another meeting scheduled at that time but I would walk through the unit and call her? with any questions the following day.? After my appointment, I went up to the unit and took pictures of the unit that was not clean and there was a red stain in the carpet that *** had told Steve about that she couldn’t get out.? The pictures showed the dirt and filth within the unit that showed they did not follow the Move Out Guidelines.·? ? ? ? ? ? ? ? ? August 20, -? A phone call to tenant was made to notify her that the unit was not cleaned to the standard that we provided to her in the Move out Guidelines, I offered her one more day to come and finish cleaning the unit as a courtesy for the length of time she spent with us in our community.? I prepared another Move Out Guideline and highlighted all the missed areas and what else had to be cleaned.? She told me that they tried to clean it as best as they could but her husband had a ? ? hurt back and couldn’t help her and she was doing it all by herself.? *** did not come and get keys to the unit until? 4:pm? after she said she would be here in the morning.? I let *** know that she would only have one day to finish cleaning to the standards on the list and then she would need to bring keys to me before the end of business on the following day.·? ? ? ? ? ? ? ? ? August 21, - Called tenant to find out when she would be bringing keys to the office, she said in the morning, did not get keys until after? 4:pm.? Went in to the unit and there was still substantial cleaning and the carpet was damaged.·? ? ? ? ? ? ? ? ? September 10, - Carpet was repaired in the master bedroom, not a full replacement no closet or hallway $434.21·? ? ? ? ? ? ? ? ? September 17, - SODA was completed ? and mailed, tenant was not charged for the additional days prorated rent, and was not charged for damages to the top of the washer and dryer.? They were charged for the additional cleaning required through Adecco as well as the full carpet repair.·? ? ? ? ? ? ? ? ? October 1, -? Tenant came in to discuss his bill, he though the unit was left "Spic and Span", it was not and pictures are available as documentation.? Detail of the pictures taken include but are not limited to; All blinds were dirty with grime and dust; all garage and light fixtures were grimy, dusty, and dirty inside and out; refrigerator was dirty on top and inside there were crumbs and remnants of food and condiments and black smudges inside; cabinets in the kitchen were excessively dirty, they were not wiped down or dusted on top, inside, or on the front of them; microwave had blue marks on the inside and was dirty with food remnants; the living room window had tape and stickers left on the inside of the windows in all window panes; the guardrail and footboards were marked with black finger marks all along the top, sides and bottom of the stairwell; the washing machine and dryer were not wiped out or vacuumed, there was still fabric softener and dirt in the washing machine traps and the top was scratched in one corner the size of a cell phone;? all intake and outtake vents were thick with dirt, grime, and particles; all bathrooms were unclean, smudges all over the windows, water spots on all fixtures, and the floor was unswept; garage was unclean and the garbage was left in the garbage in the garage.? ? He also did not believe he should be charged the full cost of the carpet, but since it was a repair and not a full replace I told him it was not wear and tear it was considered damage.? He wanted to see the pictures so I turned my screen to show him the pictures on file.? He was concerned that he wasn’t "allowed" to be present for the walk through, I let him know that walk through are supposed to be scheduled and I had appointments each time his wife showed up unannounced I was unable to walk up with her but I did call her to let her know the results.? He believes that the life of carpet is years, I show our life of our carpet is years, above the standard for apartment carpet.? Tenant continued to want to argue with me, as he had walked in unannounced and I showed him the pictures I informed him that I am not going to argue with him.? Tenant wanted to continue to regurgitate the same information over and over again, I let him know that we have done more than what was required as a courtesy and that his wife even told our maintenance personnel about the carpet being damaged from their son spilling red juice on the carpet.? Tenant started to advance on me and tried to stand behind my desk, I told him that we are now done with the conversation.? It was up to him to either decide to pay the amount owing or the amount would be turned over to Collection along with all the other supporting documentation.? At that time, tenant left and kept saying that we can't charge him for carpet because the carpet was old? Thank you again for allowing us to tell our side of the story, we believe we acted in accordance to our lease and laws set forth, we hope the former tenant will respond with a more realistic representation of the events that occurred on October 1st.? It is never pleasant to deal with our misgivings and if I could have offered more to appease the tenant I surely would have, unfortunately this was a case of one person believing they had done more than they actually had and that person not appreciating the lengths we went to try and help them avoid the costly charges of hiring a cleaning service by allowing them to come back to reclean.? A more realistic accounting of charges would have been as follows;? Cleaning Charges $+ Carpet Damage (Repair) $+ Prorated unpaid rent $+ Appliance Repair $+ Utility Charges $= $- Less Security Deposit $= Total balance owing to our community $which shows a courtesy to the former tenant of $509.90.? I would think if we acted? corruptly or were looking to rob anyone that the former tenant never would have been given the courtesy of coming back to clean and being provided the very detail move out guidelines with notes would not have been provided.? ? Best Regards,? Melissa V***Property ManagerCollege Park CircleGillette, WY 82718307-685-8344? ? 307-685-9202? (Fax)[email protected]

Complaint: ***
I am rejecting this response because: it is substantively untrue and fill of outright lies & unbased accusationsFirst of all, my husband would not hurt a fly and for her to say he was advancing on her is a complete insultIt was her that was advancing, getting in his face growing angrier and angrierThe residence can never be brought back to anything other than reasonable living status simply put there will always be dust no matter how much she tries to sugar coat things because they are directly located across from an open fieldShe might want to reevaluate things entirely and get her facts straight.?
Regards,
*** ***

Since Ms*** was not present during the encounter when her husband came in to the office, I would like to have her responses in regards to that day disregarded.? I sat in my office chair the entire time her husband was in my office.? I turned my screen to allow him to see the pictures, when he wanted to continue to argue I turned my screen back at which time he got out of the chair and started to move behind my desk.? Since Ms*** wasn't there, she also does not know the tone in my voice, the supposed anger on my face, or any other character assessment from that day.? As Mr*** continued to argue with the stated facts I had to increase my tone and seriousness that he had made his point and he needed to leave the office that I was not going to argue with him.? If you would like to speak to facts, I would be happy to post the pictures of the unit that show more than just dirt and dust from the field?? If you read your signed Lease Agreement along with the proper Move Out Guidelines provided it is very specific in what is required to be done inside and outside of your unit upon your move out.? At the time of signing your Lease Agreement and both times you received the Move Out Guidelines you accepted the terms in their entirety.? ? The facts still remain the same and the proof is in your file along with the accounts from our Service Team in regards to your conversation to him about the stain that had to be repaired along with the first hand account of the status of the unit and the picture he took separate from the pictures I took.? ? Unless you authorize us to attach the many photos for record, I'm afraid this case appears to be? one word against the other in regards to the interaction on October 1st, which begs me to wonder if your initial claim was about a personal character assassination? or the actual facts of your final balance? owing to our company for damages? and cleaning charges.? In which case, I would be happy to also include? the many testimonials from previous renters, current tenants, and prospects that show your interpretation is a different view than the vast majority? of my interactions with the community.? Melissa V***

Good Morning/Afternoon,
 
Thank you for the opportunity to...

respond to the allegations by our previous tenant, we understand that one persons perception and reality are often never the same, we take pride in keeping active records of all of our tenants.  We have made reference to specific sections of our lease as well as our Move Out Guidelines to use as a reference, I have attached our Move Out Guidelines as a resource but due to the privacy of the former tenant we have not included our lease agreement with them.  They do have a copy of their signed lease that they are sure to reference when applicable.  
Before I divulge the timeline and notes taken from the tenants file, please allow me to respond to each of the illegitimate complaints the former tenant has made: 
 
                Former Tenant Statement of the Problem:  this company is as corrupt as the day is long.  she unlawfully robbed us of our entire security deposit along with an additional $260.33.  we followed our lease and move out terms to the letter and when we              confronted her with this issue we were confronted with anger and cruelty.  We asked to see the before and after pictures and she refused to comply with our request.  It was as if she was hiding something from us.  People lie and she is one of the               biggest liars we have ever known.  Our main issue with this is that she illegally charged us for a carpet replacement that would have normally been done at her expense after four years of residency.  State statutes say that there was no need for a      replacement since it's life had run out and there was nothing present beyond reasonable normal wear and tear.  I do not and will not recommend this place of living to anyone we know or meet along this road.
 
                Response: It is unfortunate that the former tenants chose to give a uncharacteristic character assessment when this office has worked to try and accommodate the tenants at every opportunity.  Each tenant has shown up unannounced and been afforded an unconventional amount of time to walk through each and every step over and over again.  To ascertain that we were unlawful in any of our dealings with any of our tenants is an outrage.  We pride ourselves on the many hours of training and experience devoted to our business and dealing with our tenants, prospects, and employees in an above average professionally courteous manner.  There are hundreds of testimonies from previous and current renters in our community that would offer a very different view from this one false accusation.  As for the former tenants comment about following their lease term to the letter, please note the following section of their signed lease agreement with the noted violations, this is merely a fraction and not the whole lease terms violated: 
·         On August 1, 2015 both tenants signed a lease renewal that stated the following;  When Moving Out, 38. MOVE-OUT PROCEDURES.  The move-out date can't be changed unless we and you both agree in writing.  You won't move out before the Lease Contract term or renewal period ends unless all rent for the entire Lease Contract term or renewal period is paid in full.  (Former Tenant changed the move out twice after the initial Intent to Move Out was received without written notification stating they were changing the said date, courtesy was allowed due to the closing date being pushed back)  Early move-out may result in reletting charges and acceleration of future rent under paragraphs 11 and 32.  You're prohibited by law from applying any security deposit to rent.  You won't stay beyond the date you are supposed to move out.  All residents, guests, and occupants must abandon the apartment before the 30-day period for deposit refund begins.  You must give us and the U.S Postal Service, in writing, each resident's forwarding address.  39. CLEANING.  You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies, garages, carports, and storage rooms.  You must follow move-out cleaning instructions if they have been provided.  If you don’t clean adequately, you'll be liable for reasonable cleaning charges. (Tenant was charged for cleaning after they were allowed to re-enter the apartment after they neglected to clean to the standards set forth in our move out guidelines, see attachment Move Out Guidelines and detail below of the noted unacceptable cleaning issues) 40. MOVE-OUT INSPECTION.  You should meet with our representative for a move-out inspection.  Our representative has no authority to bind or limit us regarding deductions for repairs, damages, or charges.  Any statements or estimates by us or our representative are subject to our correction, modification, ,or disapproval before final refunding or accounting.  (Former Tenant was not charged for the additional days of cleaning that was allowed after they had given notice.  Former tenant did not turn in keys until after they were allowed to come back to perform additional cleaning.  At the courtesy of our office, tenant was allowed to come back and was provided another Move Out Guideline with outlined details of what cleaning was not to the standard of our guidelines.)  41. SECURITY DEPOSIT DEDUCTIONS AND OTHER CHARGES.  You'll be liable for the following charges, if applicable:  unpaid rent; unpaid utilities; unreimbursed service charges; repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, burns, stains, or unapproved holes  (Former tenant was charged for damage caused to the carpet that she reported to the Maintenance Manager before move out and was noted in their file and pictures were documented from a red stain from something her son had spilt in the master bedroom that could not be cleaned.  The carpet was not replaced, it was repaired which is why the customer was charged for the total repair of our high end carpet that has a life span of 7 years); replacement cost of our property that was in or attached to the apartment and is missing; replacing dead or missing smoke detector batteries; utilities for repairs or cleaning; trips to let in company representative to remove your telephone or TV cable services or rental items (if you so request or have moved out); trips to open the apartment when you or any guest or occupant is missing a key; unreturned keys; missing or burned out light bulbs; removing or rekeying unauthorized security devices or alarms systems; agreed reletting charges; packing, removing or storing property removed or stored under paragraph 13; removing illegally parked vehicles;………..  42. DEPOSIT RETURN, SURRENDER, AND ABANDONMENT.  We'll mail you your security deposit refund (less lawful and contractual deductions_ and an itemized accounting of any deductions no later than (i) 30 days after surrender or abandonment (Unit was not fully surrendered until after the tenants were allowed to come back a second time to clean, keys were submitted to the office on August 18, 2015, final statement of deposit account was September 17,2015); or (ii) 15 days after receipt of the renter's new mailing address is received, whichever is later.  If the unit is damages, this period shall be extended by 30 days.  You have surrendered the apartment when:  (1) the move-out date has passed and no one is living in the apartment in our reasonable judgment; or (2) all apartment keys and access devices listed in paragraph 5 have been turned in where rent is paid--whichever date occurs first. 
 
                TIMELINE FOR FORMER TENANTS - Note, names have been changed to protect the identity of the people involved.
·         July 1, 2015 - Tenant gave Notice of Intent to Vacate as of July 31, 2015 and was given the Move out guidelines as well as the number to the carpet cleaner.
·         July 23, 2015 - Tenant came in and needed to extend his move out date as he was experiencing some problems with the closing of his new home.  Move intent to vacate toAugust 7th.
·         July 31, 2015 -  Move out date changed again to August 14, 2015
·         August 14, 2015 - Tenant came in to let us know that her husband hurt his back and is unable to help her pack, as a courtesy I allowed her to wait for help from her friends and use the remainder of the weekend to move out her belongings without charging her for the additional rent for the weekend.
·         August 17, 2015 - Carpet Cleaned by [redacted]
·         August 19, 2015 - Tenant brought in the keys late in the afternoon and wanted to do a walk through, I notified her that I was unable to leave the office as I had another meeting scheduled at that time but I would walk through the unit and call her  with any questions the following day.  After my appointment, I went up to the unit and took pictures of the unit that was not clean and there was a red stain in the carpet that [redacted] had told Steve about that she couldn’t get out.  The pictures showed the dirt and filth within the unit that showed they did not follow the Move Out Guidelines.
·         August 20, 2015 -  A phone call to tenant was made to notify her that the unit was not cleaned to the standard that we provided to her in the Move out Guidelines, I offered her one more day to come and finish cleaning the unit as a courtesy for the length of time she spent with us in our community.  I prepared another Move Out Guideline and highlighted all the missed areas and what else had to be cleaned.  She told me that they tried to clean it as best as they could but her husband had a    hurt back and couldn’t help her and she was doing it all by herself.  [redacted] did not come and get keys to the unit until 4:00 pm after she said she would be here in the morning.  I let [redacted] know that she would only have one day to finish cleaning to the standards on the list and then she would need to bring keys to me before the end of business on the following day.
·         August 21, 2015 - Called tenant to find out when she would be bringing keys to the office, she said in the morning, did not get keys until after 4:30 pm.  Went in to the unit and there was still substantial cleaning and the carpet was damaged.
·         September 10, 2015 - Carpet was repaired in the master bedroom, not a full replacement no closet or hallway $434.21
·         September 17, 2015 - SODA was completed  and mailed, tenant was not charged for the additional days prorated rent, and was not charged for damages to the top of the washer and dryer.  They were charged for the additional cleaning required through Adecco as well as the full carpet repair.
·         October 1, 2015 -  Tenant came in to discuss his bill, he though the unit was left "Spic and Span", it was not and pictures are available as documentation.  Detail of the pictures taken include but are not limited to; All blinds were dirty with grime and dust; all garage and light fixtures were grimy, dusty, and dirty inside and out; refrigerator was dirty on top and inside there were crumbs and remnants of food and condiments and black smudges inside; cabinets in the kitchen were excessively dirty, they were not wiped down or dusted on top, inside, or on the front of them; microwave had blue marks on the inside and was dirty with food remnants; the living room window had tape and stickers left on the inside of the windows in all window panes; the guardrail and footboards were marked with black finger marks all along the top, sides and bottom of the stairwell; the washing machine and dryer were not wiped out or vacuumed, there was still fabric softener and dirt in the washing machine traps and the top was scratched in one corner the size of a cell phone;  all intake and outtake vents were thick with dirt, grime, and particles; all bathrooms were unclean, smudges all over the windows, water spots on all fixtures, and the floor was unswept; garage was unclean and the garbage was left in the garbage in the garage.   He also did not believe he should be charged the full cost of the carpet, but since it was a repair and not a full replace I told him it was not normal wear and tear it was considered damage.  He wanted to see the pictures so I turned my screen to show him the pictures on file.  He was concerned that he wasn’t "allowed" to be present for the walk through, I let him know that walk through are supposed to be scheduled and I had appointments each time his wife showed up unannounced I was unable to walk up with her but I did call her to let her know the results.  He believes that the life of carpet is 3 years, I show our life of our carpet is 7 years, above the standard for apartment carpet.  Tenant continued to want to argue with me, as he had walked in unannounced and I showed him the pictures I informed him that I am not going to argue with him.  Tenant wanted to continue to regurgitate the same information over and over again, I let him know that we have done more than what was required as a courtesy and that his wife even told our maintenance personnel about the carpet being damaged from their son spilling red juice on the carpet.  Tenant started to advance on me and tried to stand behind my desk, I told him that we are now done with the conversation.  It was up to him to either decide to pay the amount owing or the amount would be turned over to Collection along with all the other supporting documentation.  At that time, tenant left and kept saying that we can't charge him for carpet because the carpet was old
 
Thank you again for allowing us to tell our side of the story, we believe we acted in accordance to our lease and laws set forth, we hope the former tenant will respond with a more realistic representation of the events that occurred on October 1st.  It is never pleasant to deal with our misgivings and if I could have offered more to appease the tenant I surely would have, unfortunately this was a case of one person believing they had done more than they actually had and that person not appreciating the lengths we went to try and help them avoid the costly charges of hiring a cleaning service by allowing them to come back to reclean.  A more realistic accounting of charges would have been as follows;  Cleaning Charges $525 + Carpet Damage (Repair) $434.21 + Prorated unpaid rent $235 + Appliance Repair $30 + Utility Charges $46.02 = $1270.23 - Less Security Deposit $500.00 = Total balance owing to our community $770.23 which shows a courtesy to the former tenant of $509.90.  I would think if we acted  corruptly or were looking to rob anyone that the former tenant never would have been given the courtesy of coming back to clean and being provided the very detail move out guidelines with notes would not have been provided. 
 
Best Regards,
 
Melissa V[redacted]
Property Manager
224 College Park Circle
Gillette, WY 82718
307-685-8344  
307-685-9202 (Fax)
[email protected]
www.collegeparktownhomes.com

Complaint: [redacted]
I am rejecting this response because: it is substantively untrue and fill of outright lies & unbased accusations. First of all, my husband would not hurt a fly and for her to say he was advancing on her is a complete insult. It was her that was advancing, getting in his face growing angrier and angrier. The residence can never be brought back to anything other than reasonable living status simply put there will always be dust no matter how much she tries to sugar coat things because they are directly located across from an open field. She might want to reevaluate things entirely and get her facts straight. 
Regards,
[redacted]

Good Morning/Afternoon, Thank you for the opportunity to respond to the allegations by our previous tenant, we understand that one persons perception and reality are often never the same, we take pride in keeping active records of all of our tenants.  We have made reference to specific...

sections of our lease as well as our Move Out Guidelines to use as a reference, I have attached our Move Out Guidelines as a resource but due to the privacy of the former tenant we have not included our lease agreement with them.  They do have a copy of their signed lease that they are sure to reference when applicable.  Before I divulge the timeline and notes taken from the tenants file, please allow me to respond to each of the illegitimate complaints the former tenant has made:                  Former Tenant Statement of the Problem:  this company is as corrupt as the day is long.  she unlawfully robbed us of our entire security deposit along with an additional $260.33.  we followed our lease and move out terms to the letter and when we              confronted her with this issue we were confronted with anger and cruelty.  We asked to see the before and after pictures and she refused to comply with our request.  It was as if she was hiding something from us.  People lie and she is one of the               biggest liars we have ever known.  Our main issue with this is that she illegally charged us for a carpet replacement that would have normally been done at her expense after four years of residency.  State statutes say that there was no need for a      replacement since it's life had run out and there was nothing present beyond reasonable normal wear and tear.  I do not and will not recommend this place of living to anyone we know or meet along this road.                 Response: It is unfortunate that the former tenants chose to give a uncharacteristic character assessment when this office has worked to try and accommodate the tenants at every opportunity.  Each tenant has shown up unannounced and been afforded an unconventional amount of time to walk through each and every step over and over again.  To ascertain that we were unlawful in any of our dealings with any of our tenants is an outrage.  We pride ourselves on the many hours of training and experience devoted to our business and dealing with our tenants, prospects, and employees in an above average professionally courteous manner.  There are hundreds of testimonies from previous and current renters in our community that would offer a very different view from this one false accusation.  As for the former tenants comment about following their lease term to the letter, please note the following section of their signed lease agreement with the noted violations, this is merely a fraction and not the whole lease terms violated: ·         On August 1, 2015 both tenants signed a lease renewal that stated the following;  When Moving Out, 38. MOVE-OUT PROCEDURES.  The move-out date can't be changed unless we and you both agree in writing.  You won't move out before the Lease Contract term or renewal period ends unless all rent for the entire Lease Contract term or renewal period is paid in full.  (Former Tenant changed the move out twice after the initial Intent to Move Out was received without written notification stating they were changing the said date, courtesy was allowed due to the closing date being pushed back)  Early move-out may result in reletting charges and acceleration of future rent under paragraphs 11 and 32.  You're prohibited by law from applying any security deposit to rent.  You won't stay beyond the date you are supposed to move out.  All residents, guests, and occupants must abandon the apartment before the 30-day period for deposit refund begins.  You must give us and the U.S Postal Service, in writing, each resident's forwarding address.  39. CLEANING.  You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies, garages, carports, and storage rooms.  You must follow move-out cleaning instructions if they have been provided.  If you don’t clean adequately, you'll be liable for reasonable cleaning charges. (Tenant was charged for cleaning after they were allowed to re-enter the apartment after they neglected to clean to the standards set forth in our move out guidelines, see attachment Move Out Guidelines and detail below of the noted unacceptable cleaning issues) 40. MOVE-OUT INSPECTION.  You should meet with our representative for a move-out inspection.  Our representative has no authority to bind or limit us regarding deductions for repairs, damages, or charges.  Any statements or estimates by us or our representative are subject to our correction, modification, ,or disapproval before final refunding or accounting.  (Former Tenant was not charged for the additional days of cleaning that was allowed after they had given notice.  Former tenant did not turn in keys until after they were allowed to come back to perform additional cleaning.  At the courtesy of our office, tenant was allowed to come back and was provided another Move Out Guideline with outlined details of what cleaning was not to the standard of our guidelines.)  41. SECURITY DEPOSIT DEDUCTIONS AND OTHER CHARGES.  You'll be liable for the following charges, if applicable:  unpaid rent; unpaid utilities; unreimbursed service charges; repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, burns, stains, or unapproved holes  (Former tenant was charged for damage caused to the carpet that she reported to the Maintenance Manager before move out and was noted in their file and pictures were documented from a red stain from something her son had spilt in the master bedroom that could not be cleaned.  The carpet was not replaced, it was repaired which is why the customer was charged for the total repair of our high end carpet that has a life span of 7 years); replacement cost of our property that was in or attached to the apartment and is missing; replacing dead or missing smoke detector batteries; utilities for repairs or cleaning; trips to let in company representative to remove your telephone or TV cable services or rental items (if you so request or have moved out); trips to open the apartment when you or any guest or occupant is missing a key; unreturned keys; missing or burned out light bulbs; removing or rekeying unauthorized security devices or alarms systems; agreed reletting charges; packing, removing or storing property removed or stored under paragraph 13; removing illegally parked vehicles;………..  42. DEPOSIT RETURN, SURRENDER, AND ABANDONMENT.  We'll mail you your security deposit refund (less lawful and contractual deductions_ and an itemized accounting of any deductions no later than (i) 30 days after surrender or abandonment (Unit was not fully surrendered until after the tenants were allowed to come back a second time to clean, keys were submitted to the office on August 18, 2015, final statement of deposit account was September 17,2015); or (ii) 15 days after receipt of the renter's new mailing address is received, whichever is later.  If the unit is damages, this period shall be extended by 30 days.  You have surrendered the apartment when:  (1) the move-out date has passed and no one is living in the apartment in our reasonable judgment; or (2) all apartment keys and access devices listed in paragraph 5 have been turned in where rent is paid--whichever date occurs first.                  TIMELINE FOR FORMER TENANTS - Note, names have been changed to protect the identity of the people involved.·         July 1, 2015 - Tenant gave Notice of Intent to Vacate as of July 31, 2015 and was given the Move out guidelines as well as the number to the carpet cleaner.·         July 23, 2015 - Tenant came in and needed to extend his move out date as he was experiencing some problems with the closing of his new home.  Move intent to vacate toAugust 7th.·         July 31, 2015 -  Move out date changed again to August 14, 2015·         August 14, 2015 - Tenant came in to let us know that her husband hurt his back and is unable to help her pack, as a courtesy I allowed her to wait for help from her friends and use the remainder of the weekend to move out her belongings without charging her for the additional rent for the weekend.·         August 17, 2015 - Carpet Cleaned by [redacted]·         August 19, 2015 - Tenant brought in the keys late in the afternoon and wanted to do a walk through, I notified her that I was unable to leave the office as I had another meeting scheduled at that time but I would walk through the unit and call her  with any questions the following day.  After my appointment, I went up to the unit and took pictures of the unit that was not clean and there was a red stain in the carpet that [redacted] had told Steve about that she couldn’t get out.  The pictures showed the dirt and filth within the unit that showed they did not follow the Move Out Guidelines.·         August 20, 2015 -  A phone call to tenant was made to notify her that the unit was not cleaned to the standard that we provided to her in the Move out Guidelines, I offered her one more day to come and finish cleaning the unit as a courtesy for the length of time she spent with us in our community.  I prepared another Move Out Guideline and highlighted all the missed areas and what else had to be cleaned.  She told me that they tried to clean it as best as they could but her husband had a    hurt back and couldn’t help her and she was doing it all by herself.  [redacted] did not come and get keys to the unit until 4:00 pm after she said she would be here in the morning.  I let [redacted] know that she would only have one day to finish cleaning to the standards on the list and then she would need to bring keys to me before the end of business on the following day.·         August 21, 2015 - Called tenant to find out when she would be bringing keys to the office, she said in the morning, did not get keys until after 4:30 pm.  Went in to the unit and there was still substantial cleaning and the carpet was damaged.·         September 10, 2015 - Carpet was repaired in the master bedroom, not a full replacement no closet or hallway $434.21·         September 17, 2015 - SODA was completed  and mailed, tenant was not charged for the additional days prorated rent, and was not charged for damages to the top of the washer and dryer.  They were charged for the additional cleaning required through Adecco as well as the full carpet repair.·         October 1, 2015 -  Tenant came in to discuss his bill, he though the unit was left "Spic and Span", it was not and pictures are available as documentation.  Detail of the pictures taken include but are not limited to; All blinds were dirty with grime and dust; all garage and light fixtures were grimy, dusty, and dirty inside and out; refrigerator was dirty on top and inside there were crumbs and remnants of food and condiments and black smudges inside; cabinets in the kitchen were excessively dirty, they were not wiped down or dusted on top, inside, or on the front of them; microwave had blue marks on the inside and was dirty with food remnants; the living room window had tape and stickers left on the inside of the windows in all window panes; the guardrail and footboards were marked with black finger marks all along the top, sides and bottom of the stairwell; the washing machine and dryer were not wiped out or vacuumed, there was still fabric softener and dirt in the washing machine traps and the top was scratched in one corner the size of a cell phone;  all intake and outtake vents were thick with dirt, grime, and particles; all bathrooms were unclean, smudges all over the windows, water spots on all fixtures, and the floor was unswept; garage was unclean and the garbage was left in the garbage in the garage.   He also did not believe he should be charged the full cost of the carpet, but since it was a repair and not a full replace I told him it was not normal wear and tear it was considered damage.  He wanted to see the pictures so I turned my screen to show him the pictures on file.  He was concerned that he wasn’t "allowed" to be present for the walk through, I let him know that walk through are supposed to be scheduled and I had appointments each time his wife showed up unannounced I was unable to walk up with her but I did call her to let her know the results.  He believes that the life of carpet is 3 years, I show our life of our carpet is 7 years, above the standard for apartment carpet.  Tenant continued to want to argue with me, as he had walked in unannounced and I showed him the pictures I informed him that I am not going to argue with him.  Tenant wanted to continue to regurgitate the same information over and over again, I let him know that we have done more than what was required as a courtesy and that his wife even told our maintenance personnel about the carpet being damaged from their son spilling red juice on the carpet.  Tenant started to advance on me and tried to stand behind my desk, I told him that we are now done with the conversation.  It was up to him to either decide to pay the amount owing or the amount would be turned over to Collection along with all the other supporting documentation.  At that time, tenant left and kept saying that we can't charge him for carpet because the carpet was old Thank you again for allowing us to tell our side of the story, we believe we acted in accordance to our lease and laws set forth, we hope the former tenant will respond with a more realistic representation of the events that occurred on October 1st.  It is never pleasant to deal with our misgivings and if I could have offered more to appease the tenant I surely would have, unfortunately this was a case of one person believing they had done more than they actually had and that person not appreciating the lengths we went to try and help them avoid the costly charges of hiring a cleaning service by allowing them to come back to reclean.  A more realistic accounting of charges would have been as follows;  Cleaning Charges $525 + Carpet Damage (Repair) $434.21 + Prorated unpaid rent $235 + Appliance Repair $30 + Utility Charges $46.02 = $1270.23 - Less Security Deposit $500.00 = Total balance owing to our community $770.23 which shows a courtesy to the former tenant of $509.90.  I would think if we acted  corruptly or were looking to rob anyone that the former tenant never would have been given the courtesy of coming back to clean and being provided the very detail move out guidelines with notes would not have been provided.  Best Regards, Melissa V[redacted]Property Manager224 College Park CircleGillette, WY 82718307-685-8344  307-685-9202 (Fax)[email protected]...⇄

Complaint: [redacted]
I am rejecting this response because: there was no repair to be made to the carpet as I had taken the reparations into my own hands to resolve this matter. DOING exactly the DUTY required of ME to fulfill the outlined move out guidelines having the carpets cleaned at OUR expense. The stain was entirely removed therefore, there was NO need for repair, but still they hired an additional cleaning crew to go over ALL areas already cleaned by my husband and myself in addition to repairing the carpet rather than replacing it just so they could save themselves the money and charge it to us. We spent many hours scouring that place until it shined lost sleep and all. It was pointless for her along with him to turn my words against me and use them to their advantage, this was a scheme by them to collect more from us. That is where they are wrong. No matter whether I was there or not you have made a very serious accusation for which there are consequences. We have spoken to many other disgruntled tenants who have also been underhanded by you and this shady organization, many of whom are relieved to have left. Many that have left within 6 months due to the outrageous attitudes received from you and your staff. They each had much to say that left you all in a negative light. You have done no one any favors.
Regards,
[redacted]

Since Ms. [redacted] was not present during the encounter when her husband came in to the office, I would like to have her responses in regards to that day disregarded.  I sat in my office chair the entire time her husband was in my office.  I turned my screen to allow him to see the pictures, when he wanted to continue to argue I turned my screen back at which time he got out of the chair and started to move behind my desk.  Since Ms. [redacted] wasn't there, she also does not know the tone in my voice, the supposed anger on my face, or any other character assessment from that day.  As Mr. [redacted] continued to argue with the stated facts I had to increase my tone and seriousness that he had made his point and he needed to leave the office that I was not going to argue with him.  If you would like to speak to facts, I would be happy to post the pictures of the unit that show more than just dirt and dust from the field?  If you read your signed Lease Agreement along with the proper Move Out Guidelines provided it is very specific in what is required to be done inside and outside of your unit upon your move out.  At the time of signing your Lease Agreement and both times you received the Move Out Guidelines you accepted the terms in their entirety.  The facts still remain the same and the proof is in your file along with the accounts from our Service Team in regards to your conversation to him about the stain that had to be repaired along with the first hand account of the status of the unit and the picture he took separate from the pictures I took.  Unless you authorize us to attach the many photos for record, I'm afraid this case appears to be one word against the other in regards to the interaction on October 1st, which begs me to wonder if your initial claim was about a personal character assassination or the actual facts of your final balance owing to our company for damages and cleaning charges.  In which case, I would be happy to also include the many testimonials from previous renters, current tenants, and prospects that show your interpretation is a different view than the vast majority of my interactions with the community.  Melissa V[redacted]