Colonial Grand Wells Branch

Morning ***, *** *** of apartment home *** called our office on Thursday, December 4, at the following times: 8:am, 9:am, 9:am and 9:am The call at 9:03am was answered *** *** stated they were unable to pay their rent online since
Wednesday, December 3, at 4pm and called the office several times on that day to inform us of the issue*** *** informed us she was able to log in however when they attempted to make the payment, they would receive an error message We asked if *** *** left a message since she was unable to speak to anyone directly, the answer was no We asked *** *** if she attempted to email anyone in the office with her concerns, she stated no We then asked *** *** if she was able to take a screen shot of the error message and again stated no While discussing the above with *** ***, all phone logs for the past days were viewed; we searched our phone logs for missed and received calls and found none of the phone numbers listed on her account as well as the number she was currently contacting us from, were listed on the phone logs It was explained to *** ***, payments were received without issue on our end We also explained late fees are automatically billed at 12:am on the 4th of the month.When a resident logs onto our resident portal, this information is stored and saved under their ‘account’ We logged into resident portal and found the following information: • November 29, 10:56am resident logged in • December 1, 9:11am rent reminder email was sent• December 4, 7:56am resident logged in Unfortunately, since there were no log in attempts for any December 3, and we could not locate any of her numbers on the phone log, it was determined we would be unable to waive any late fee After hanging up the phone with *** ***, we went a step further and contacted all missed calls listed in our phone logs to ensure none of the numbers listed could have been linked to her; none were linked. On the morning of December 5, we took a photo of our missed call log for and we can send for your review along with the Resident portal screenshots We have to ensure each person is treated exactly the same, to avoid any Fair Housing issues and to reflect no prejudice on our end I am unable to review this online, my email address, *** will not open the file; a previous email will however the file cannot be opened completely and due to the restrictions on our computer, I am unable to respond Please let me know if any additional information is required Thank you,
*** *** * *** ***Colonial Grand at Wells Branch *** *** *** ***
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We use a third party company to screen our applicants based on a predetermined risk metric. In the event an applicant has questions pertaining to the results we provide a letter to them that has the contact information of our screening company so they can research for more details on the
screening results and request a copy of their credit reportIn the event, the applicant is required a deposit we offer a deposit saver optionThis option would reduce the deposit in half but would no longer be refundableThis is an option up until the applicant takes occupancy of the apartment; once the possession has been turned over to the resident then the resident would not be allowed to adjust this optionAdditionally, if a resident has any needs after their move in the resident must notify the leasing office of any issues in order for them to be addressed and resolvedThanks! *** ***
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Morning [redacted] of apartment home [redacted] called our office on Thursday, December 4, 2014 at the following times: 8:58 am, 9:00 am, 9:02 am and 9:03 am.  The call at 9:03am was answered.  [redacted] stated they were unable to pay their rent online since Wednesday, December 3, 2014 at 4pm and called the office several times on that day to inform us of the issue. [redacted] informed us she was able to log in however when they attempted to make the payment, they would receive an error message.  We asked if [redacted] left a message since she was unable to speak to anyone directly, the answer was no.  We asked [redacted] if she attempted to email anyone in the office with her concerns, she stated no.  We then asked [redacted] if she was able to take a screen shot of the error message and again stated no.  While discussing the above with [redacted], all phone logs for the past 3 days were viewed; we searched our phone logs for missed and received calls and found none of the phone numbers listed on her account as well as the number she was currently contacting us from, were listed on the phone logs.  It was explained to [redacted], payments were received without issue on our end.  We also explained late fees are automatically billed at 12:01 am on the 4th of the month.When a resident logs onto our resident portal, this information is stored and saved under their ‘account’.  We logged into resident portal and found the following information:  • November 29, 2014 10:56am resident logged in • December 1, 2014 9:11am rent reminder email was sent• December 4, 2014 7:56am resident logged in Unfortunately, since there were no log in attempts for any December 3, 2014 and we could not locate any of her numbers on the phone log, it was determined we would be unable to waive any late fee.  After hanging up the phone with [redacted], we went a step further and contacted all missed calls listed in our phone logs to ensure none of the numbers listed could have been linked to her; none were linked. On the morning of December 5, 2014 we took a photo of our missed call log for and we can send for your review along with the Resident portal screenshots.  We have to ensure each person is treated exactly the same, to avoid any Fair Housing issues and to reflect no prejudice on our end.  I am unable to review this online, my email address, [redacted] will not open the file; a previous email will however the file cannot be opened completely and due to the restrictions on our computer, I am unable to respond.  Please let me know if any additional information is required.  Thank you, 
[redacted]Colonial Grand at Wells Branch [redacted] 
[redacted]