I received a letter in regards to the attached complaint We have contacted all of our residents via letter & e-mail in regards to our towing policies several timesWe also have a sign posted at our front gate that clearly states vehicles without a resident permit are subject to towing We have Bexar towing come through almost nightly to tow any vehicles without a valid permit The tow company usually has anywhere from 2-tow trucks in our area at a given time, depending on the demand for our area That evening vehicles were towed from property There is not a way for us to know what vehicles our residents guests are driving If you need any further information please let me know I can also send you e-mails from the tow company if you’d like showing the vehicles that were towed on that evening [redacted] Property ManagerSprings at Bandera210-695-office210-695-faxwww.springsatbandera.com
This letter is reference to the complaint that was sent in from one of our residents, Breezy Savage.We did have our community fertilized one time this year, and it did have an unpleasant smell for about a weekUnfortunately, this is something we need to do, at least one time a year to keep our flower beds on the property healthy We did have to shut down our pool twice this year, due to a heavy storm that we hadThe storm flooded our poolThis was caused by the construction that is going on next door to us We have filed a complaint with the city, because the construction site wasn’t following all the rules and regulations This repair did take us about a week to get this repaired This pool is open all year round, so on some occasions we do have to shut down some of our amenities As with any of our amenities, we as a company can shut them down at any time without notice for repairs and maintenance There was only one set of lbsweights missing from the gym area that was brought to our attention and was ordered to be replacedAs the Property Manager we handle all complaints here in our office, so when Breezy called the home office, she was sent back to my office, in which she refused to talk to me We try to extend great customer service to everyone that lives here, and with over around three-hundred people that do live here, it is quite hard to make every one of them happy I hope that you can see that this complaint is something that was beyond our control and everything that was mentioned was fixed in a timely matterThank you, [redacted] Community ManagerSprings at Memorial
[redacted] the property’s maintenance supervisor replaced the screen correctlyHe also put a different oven door on that already had the trim on so she would be taken care without furthering the delayHe also apologized for the frustration and inconvenienceI reached out to *** [redacted] and found out that her frustration involved both [redacted] and [redacted] on two separate days She was very sweet and loves her apartmentShe was very disappointed in the work as she called the patch work "ghetto quality."She was also upset as she asked both [redacted] and [redacted] to wear booties as their shoes were filthy [redacted] kept talking about where he works is a better property and his property has granite counters, etcShe said she didn’t care about another property she wanted her apt taken care ofHe ripped off the trim and said that nobody will notice, patched her patio screen poorly instead of replacing it, and broke the light fixture and said "do you have something to clean this up?"Her frustration escalated with [redacted] the next dayAlthough [redacted] could not find any booties he did oblige by taking his shoes offHowever, he could not seem to fix the screen and said it was going to take 2-hours to repair Ms [redacted] had to call the office to ask where he went as he never returnedWhen [redacted] returned Ms [redacted] had to leave so she asked if he could come back tomorrow since he needed 2-hoursHe said yes but told [redacted] he was denied to do the work and didn’t state anything about returning the next day [redacted] had cancelled the work order based on ***'s information and called Ms [redacted] to reschedule which infuriated her as she was told one thing and [redacted] was told another on top of the poor maintenance quality from the two techs This morning she told me that she was very happy with the replaced door so quickly and going back today to do a follow upShe also appreciated my contacting her and is very happy otherwiseI gave her my email if she needed to further reach out after hours for anything [redacted] Property Manager Springs at Bloomingdale
I have attached the email communication between [redacted] and myself ( [redacted] , Property Manager), as she is the only one that has emailed or called regarding the lease and renewalI spoke to [redacted] for the 1st time on October 19th regarding their new renewal letterI have highlighted the email from [redacted] requesting to take over the lease agreement on July 1stRenewals rates are sent out days prior to lease expiration and the offers expire every daysOne roommate, [redacted] Duque, signed the renewal twice as it needed both signatures to be in effectThe resident received the same renewal increase as everyone else with the same floorplanAs of 10/31/2016, both residents signed a renewal for a month leaseBelow are the emails between [redacted] and myselfThe residents emails are in red From: [redacted] [mailto:[email protected]] Sent: Sunday, October 09, 10:PMTo: [redacted] Subject: Lease Renewal Extension Mrs [redacted] , [redacted] Duque and myself would like to ask if it is possible to get an extension on the lease renewalWe haven't been able to find a new place to rent and need an extension on the renewal in case we can not find another home Thank you, [redacted] 8/22/@10:pm Unfortunately, I will not be back in the office until Monday, August 29th but I can schedule a time for you to meet with [redacted] who is the Assistant Property ManagerWhen we met in June, we had one 2/available which was going for $1,a month on a month leaseIn receiving word from a current resident that was looking to get out of her lease, I informed you of her “current” lease with her “current” rental amountI also informed you, that you would have an option to renew the lease at the end of the lease agreement with options from Month to Month all the way to a month renewalI would not have been able to quote you on a renewal increase or not, because we do not get the new renewal rates for residents until they are approved Please let me know if you would like to meet with *** tomorrow or we can schedule a time next Monday to discuss your renewal [redacted] From: [redacted] [mailto:[email protected]] Sent: Monday, August 22, 9:PMTo: [redacted] Cc: [email protected]; [email protected]: Re: Lease Renewal Mrs [redacted] , We would like to schedule an appointment to meet with you tomorrow if it is possible because we are taken aback by the new informationWe would not have taken the lease a month earlier if the rates were to change after NovemberIt was our understanding that because we were taking over the previous tenants lease, the renewal of the lease would not change the cost per monthWe were warned and excited to note that by taking over the previous tenants lease we would benefitIf not, the money we calculated saving by taking over the lease is now a $1,lost plus the $increase per month This is from taking the lease a month over our actual move in date and paying rent we did not even useAlso, when we initially met and discussed, our budget limit was $1,and $1,was our capThis is why we understood you offered the previous tenants lease as it would only fall to $1,with the knowledge that the renewal would not increaseWe understand that you may not be authorized to make verbal agreements with clients, however, [redacted] , my Father, and I only agreed to rush and pay additional costs in order to take over the lease based on your word We now must find common ground in how we are to proceed because our budget is now being blown out Thank you for your time, [redacted] Duque [redacted] -----Original Message-----From: [redacted] To: [redacted] Cc: Estero - Office Email Sent: Mon, Aug 22, 8:pmSubject: RE: Lease RenewalHi [redacted] , You are correct in stating that the lease amount would not change through the current lease which ends on 11/22/I explained to you and [redacted] that you would have the option to renew your lease under the new terms of the renewal letterPlease keep in mind we are not authorized to make verbal agreements with prospects or residentsFeel free to contact me with any further questions you may have [redacted] From: [redacted] [mailto:[email protected]] Sent: Monday, August 22, 8:PMTo: [redacted] Subject: Lease Renewal Mrs [redacted] , Me, [redacted] , and my Father all looked at the lease renewal email that was sent out and we found that the renewal was $1490/month, however we understood that in taking over the previous tenants lease, the renewal would remain the same amount of $1355/month Please contact any of us so that we can renew our lease under the terms verbally agreed upon when we inquired about the property Thanks, [redacted] 704-900- [redacted] Duque954-849- [redacted] 704-996------Original Message-----From: [redacted] To: [redacted] Cc: Estero - Office Email Sent: Fri, Jun 24, 9:amSubject: RE: Guarantor Pre-Leasing Application Request NotificationGood Morning [redacted] ,I will notify the current resident and let her know that you guys will assume responsibility as of the 1st of JulyI need a few items from you to approve your applicationIf you have sent these items please disregardI need:· Copy of DL ( applicants and guarantors) it shows better if you take a picture with your cell phone and email them over· Proof of Income from guarantor( last year’s taxes, most recent paychecks, offer letter, or proof of investments ) guarantor must make 6X the monthly rental amount· Proof of residency (copy of mortgage statement, deed, or copy of property taxes) Once you are approved, you will to supply us with( I will then provide you with your physical address and contact numbers for utilities and renters insurance contact:· FPL account number· Renters Insurance I will be out of town until Monday and I will check my email throughout the weekendIf you have any questions, please feel free to reach out the officeEveryone is familiar with your application and can assist youHave a great weekend, [redacted] From: [redacted] [mailto:[email protected]] Sent: Thursday, June 23, 4:PMTo: [redacted] Subject: Re: Guarantor Pre-Leasing Application Request Notification [redacted] , I left a message at the office, but me and [redacted] would like to take over the lease July 1st and are both able to come there on that day if we would be able to do a walk through and get everything else taken care of that dayLet me know if that works! Thanks, [redacted] 704-900-4498On Jun 22, 2016, at 12:PM, [redacted] wrote:Thank you! I’ve updated the name and email addressFrom: [redacted] [mailto:[email protected]] Sent: Wednesday, June 22, 11:AMTo: [redacted] Subject: Re: Guarantor Pre-Leasing Application Request Notification Good morning [redacted] , This is [redacted] , one of our guarantors received this email and has filled out their form, but the other guarantor listed below did not because the email was spelled wrongThe correct email is: [redacted] This is with a Q instead of a G [redacted] 's last name is also spelled the same way If you could update this information and have the email resent that would be great! Thanks! [redacted] [email protected] Message-----From: [redacted] To: tlwalkerSent: Sat, Jun 18, 2:pmSubject: FW: Guarantor Pre-Leasing Application Request Notification From: [email protected] [mailto:[email protected]] Sent: Saturday, June 18, 2:PMTo: Estero - Office Email Subject: Guarantor Pre-Leasing Application Request Notification This is an automated messagePlease do not respond to this e-mail[redacted] :This message is to confirm that the following request for Guarantor Pre-Leasing Application was sent:Guarantor Name: Marco DugueE-mail: [email protected] Names: [redacted] DugueYou will be notified again when the party shown above has completed the electronic application form.Thank you,Blue Moon Software From: Kristen Beckwith Sent: Monday, October 24, 2:PMTo: [redacted] Cc: Whitney Last ; [redacted] Subject: RE: Revdex.com - [redacted] Duque Here is the response letter from the Revdex.comKristen BeckwithMultifamily Operations CoordinatorContinental Properties Company, Inc.WNExecutive ParkwayMenomonee Falls, WI Continental has been certified by The Good Jobs as a great place to work! Click on the image below to learn more www.cproperties.comwww.springsapartments.com From: [redacted] Sent: Tuesday, October 18, 1:PMTo: [email protected]: Kristen Beckwith ; Whitney Last ; [redacted] Subject: FW: Revdex.com - [redacted] DuqueImportance: High Hello, Below is the response from our Property Manager, [redacted] , in response to the attached complaint: [redacted] 1st inquired about a 2/on 4/22/and received numerous quotesOn June 3rd, [redacted] , his daughter [redacted] , and her roommate [redacted] Duque visited The Springs at Estero in search for a 2/moving in sometime in AugustWe only had (2/2) available and they ranged from $1,to $2,depending on the modate and lease termI quoted [redacted] and [redacted] $1,for 4-on a 15th leaseThey stated that the rate was too much out of their budget and would not work Date Floorplan Unit # Price Quoted Lease Term04/22/ 2x 1- $1, mo.04/22/ 2x 3- $1, mo.04/22/ 2x 1- $1, mo.04/27/ 2x 1- $1, mo.04/27/ 2x 3- $1, mo.04/27/ 2x 2- $1, mo.04/27/ 2x 2- $1, mo.04/27/ 2x 1- $1, mo.05/22/ 2x 2- $1, mo.05/22/ 2x 2- $1, mo.05/22/ 2x 3- $1, mo.05/22/ 2x 4- $1, mo.05/22/ 2x 4- $1, mo.11/11/ 2x 4- $1, mo.11/13/ 2x 4- $1, mo.11/16/ 2x 4- $1, mo.11/16/ 2x 4- $1, mo.06/03/ 2x 4- $1, mo At that time, we had a resident looking for someone to take over their current lease and I mentioned it to [redacted] and [redacted] The current residents lease was $1,and expired on 11/22/I explained to them that if they took over the current lease, they would have the option to renew anywhere from month to month to monthsThey asked what we were currently seeing with renewal rates and I explained at the current time we were seeing between $50-$on renewals which was still less than the going rate for the 2/ On 8/22/16, [redacted] contacted me via email asking about the renewal rate they received at $1,on a month leaseShe stated that they were under the impression that the rate would not change at time of renewal and they wanted to discuss the option that was verbally explained to them at the time of visit on 6/3/I replied to [redacted] email stating “You are correct in stating that the lease amount would not change through the current lease which ends on 11/22/I explained to you and [redacted] that you would have the option to renew your lease under the new terms of the renewal letterPlease keep in mind we are not authorized to make verbal agreements with prospects or residents.” We have made several attempts to contact both [redacted] and [redacted] via phone but have been unsuccessful in reaching either party [redacted] father did reach out to home office on 9/and 9/After receiving an email from home office on 9/at 5:10pm CST, I called [redacted] @6:pm EST to answer any questions she had regarding her renewal rate and she asked me if she could call me backI explained to her I was calling her back after business hours and I would not be available at a later timeI stated, “The best rate and she said it was out of their price range and I recommended that she discuss it with her roommate firstBut if they decided not to renew , a 60day notice is requiredI again reiterated that me nor any on the staff would ever verbally quote a priceWe are all very familiar with our pricing system.” We have had no communication with [redacted] roommate regarding the renewal optionsOn September 30th, [redacted] Duque signed her lease renewal picking a 13month lease at $1,On 10/9, [redacted] emailed me asking for an extension on their renewal because they have been unsuccessful in finding another placeOn 10/ [redacted] our Leasing Associate replied to her email stating: We utilize a revenue management software system called YieldStar that helps determine all our pricing for new leases and renewalsThe pricing model helps ensure we remain fair and consistent in our pricing practicesWe never negotiate rates for new leases or renewalsWe are sorry that they feel the way they doUnfortunately, if we waiver from our system, that is when we become vulnerable to fair housing violationsTherefore we are unable to adjust the rate as they requested Please let us know what the next steps should beWe would like to resolve this with the customerKind Regards, [redacted] Director of Property ManagementContinental Properties Company, Inc.WNExecutive ParkwayMenomonee Falls, WI 53051(262) 502-main(262) 623-2565direct(262) 502-fax Continental has been certified by The Good Jobs as a great place to work! Click on the image below to learn more www.cproperties.comwww.springsapartments.com
American Standard was one of several companies that my engineer recommended I called them and they allowed me to visit a job site they were currently repairing I grew up in Texas and therefore know more than I probably should about home foundation repair I chose American Standard not only because of the meticulous work ethic I witnessed, but because they're an EXPANDING company The piers I purchased carry a lifetime warranty--a warranty that is only good if the company is in business I'm extremely happy with the way my repair turned out I have peace of mind with the warranty The fact that they asked me several times to write this review means to me that my opinion matters to themThank you guys!
I received a letter in regards to the attached complaint We have contacted all of our residents via letter & e-mail in regards to our towing policies several timesWe also have a sign posted at our front gate that clearly states vehicles without a resident permit are subject to towing We have Bexar towing come through almost nightly to tow any vehicles without a valid permit The tow company usually has anywhere from 2-tow trucks in our area at a given time, depending on the demand for our area That evening vehicles were towed from property There is not a way for us to know what vehicles our residents guests are driving If you need any further information please let me know I can also send you e-mails from the tow company if you’d like showing the vehicles that were towed on that evening [redacted] Property ManagerSprings at Bandera210-695-office210-695-faxwww.springsatbandera.com
This letter is reference to the complaint that was sent in from one of our residents, Breezy Savage.We did have our community fertilized one time this year, and it did have an unpleasant smell for about a weekUnfortunately, this is something we need to do, at least one time a year to keep our flower beds on the property healthy We did have to shut down our pool twice this year, due to a heavy storm that we hadThe storm flooded our poolThis was caused by the construction that is going on next door to us We have filed a complaint with the city, because the construction site wasn’t following all the rules and regulations This repair did take us about a week to get this repaired This pool is open all year round, so on some occasions we do have to shut down some of our amenities As with any of our amenities, we as a company can shut them down at any time without notice for repairs and maintenance There was only one set of lbsweights missing from the gym area that was brought to our attention and was ordered to be replacedAs the Property Manager we handle all complaints here in our office, so when Breezy called the home office, she was sent back to my office, in which she refused to talk to me We try to extend great customer service to everyone that lives here, and with over around three-hundred people that do live here, it is quite hard to make every one of them happy I hope that you can see that this complaint is something that was beyond our control and everything that was mentioned was fixed in a timely matterThank you, [redacted] Community ManagerSprings at Memorial
[redacted] the property’s maintenance supervisor replaced the screen correctlyHe also put a different oven door on that already had the trim on so she would be taken care without furthering the delayHe also apologized for the frustration and inconvenienceI reached out to *** [redacted] and found out that her frustration involved both [redacted] and [redacted] on two separate days She was very sweet and loves her apartmentShe was very disappointed in the work as she called the patch work "ghetto quality."She was also upset as she asked both [redacted] and [redacted] to wear booties as their shoes were filthy [redacted] kept talking about where he works is a better property and his property has granite counters, etcShe said she didn’t care about another property she wanted her apt taken care ofHe ripped off the trim and said that nobody will notice, patched her patio screen poorly instead of replacing it, and broke the light fixture and said "do you have something to clean this up?"Her frustration escalated with [redacted] the next dayAlthough [redacted] could not find any booties he did oblige by taking his shoes offHowever, he could not seem to fix the screen and said it was going to take 2-hours to repair Ms [redacted] had to call the office to ask where he went as he never returnedWhen [redacted] returned Ms [redacted] had to leave so she asked if he could come back tomorrow since he needed 2-hoursHe said yes but told [redacted] he was denied to do the work and didn’t state anything about returning the next day [redacted] had cancelled the work order based on ***'s information and called Ms [redacted] to reschedule which infuriated her as she was told one thing and [redacted] was told another on top of the poor maintenance quality from the two techs This morning she told me that she was very happy with the replaced door so quickly and going back today to do a follow upShe also appreciated my contacting her and is very happy otherwiseI gave her my email if she needed to further reach out after hours for anything [redacted] Property Manager Springs at Bloomingdale
I have attached the email communication between [redacted] and myself ( [redacted] , Property Manager), as she is the only one that has emailed or called regarding the lease and renewalI spoke to [redacted] for the 1st time on October 19th regarding their new renewal letterI have highlighted the email from [redacted] requesting to take over the lease agreement on July 1stRenewals rates are sent out days prior to lease expiration and the offers expire every daysOne roommate, [redacted] Duque, signed the renewal twice as it needed both signatures to be in effectThe resident received the same renewal increase as everyone else with the same floorplanAs of 10/31/2016, both residents signed a renewal for a month leaseBelow are the emails between [redacted] and myselfThe residents emails are in red From: [redacted] [mailto:[email protected]] Sent: Sunday, October 09, 10:PMTo: [redacted] Subject: Lease Renewal Extension Mrs [redacted] , [redacted] Duque and myself would like to ask if it is possible to get an extension on the lease renewalWe haven't been able to find a new place to rent and need an extension on the renewal in case we can not find another home Thank you, [redacted] 8/22/@10:pm Unfortunately, I will not be back in the office until Monday, August 29th but I can schedule a time for you to meet with [redacted] who is the Assistant Property ManagerWhen we met in June, we had one 2/available which was going for $1,a month on a month leaseIn receiving word from a current resident that was looking to get out of her lease, I informed you of her “current” lease with her “current” rental amountI also informed you, that you would have an option to renew the lease at the end of the lease agreement with options from Month to Month all the way to a month renewalI would not have been able to quote you on a renewal increase or not, because we do not get the new renewal rates for residents until they are approved Please let me know if you would like to meet with *** tomorrow or we can schedule a time next Monday to discuss your renewal [redacted] From: [redacted] [mailto:[email protected]] Sent: Monday, August 22, 9:PMTo: [redacted] Cc: [email protected]; [email protected]: Re: Lease Renewal Mrs [redacted] , We would like to schedule an appointment to meet with you tomorrow if it is possible because we are taken aback by the new informationWe would not have taken the lease a month earlier if the rates were to change after NovemberIt was our understanding that because we were taking over the previous tenants lease, the renewal of the lease would not change the cost per monthWe were warned and excited to note that by taking over the previous tenants lease we would benefitIf not, the money we calculated saving by taking over the lease is now a $1,lost plus the $increase per month This is from taking the lease a month over our actual move in date and paying rent we did not even useAlso, when we initially met and discussed, our budget limit was $1,and $1,was our capThis is why we understood you offered the previous tenants lease as it would only fall to $1,with the knowledge that the renewal would not increaseWe understand that you may not be authorized to make verbal agreements with clients, however, [redacted] , my Father, and I only agreed to rush and pay additional costs in order to take over the lease based on your word We now must find common ground in how we are to proceed because our budget is now being blown out Thank you for your time, [redacted] Duque [redacted] -----Original Message-----From: [redacted] To: [redacted] Cc: Estero - Office Email Sent: Mon, Aug 22, 8:pmSubject: RE: Lease RenewalHi [redacted] , You are correct in stating that the lease amount would not change through the current lease which ends on 11/22/I explained to you and [redacted] that you would have the option to renew your lease under the new terms of the renewal letterPlease keep in mind we are not authorized to make verbal agreements with prospects or residentsFeel free to contact me with any further questions you may have [redacted] From: [redacted] [mailto:[email protected]] Sent: Monday, August 22, 8:PMTo: [redacted] Subject: Lease Renewal Mrs [redacted] , Me, [redacted] , and my Father all looked at the lease renewal email that was sent out and we found that the renewal was $1490/month, however we understood that in taking over the previous tenants lease, the renewal would remain the same amount of $1355/month Please contact any of us so that we can renew our lease under the terms verbally agreed upon when we inquired about the property Thanks, [redacted] 704-900- [redacted] Duque954-849- [redacted] 704-996------Original Message-----From: [redacted] To: [redacted] Cc: Estero - Office Email Sent: Fri, Jun 24, 9:amSubject: RE: Guarantor Pre-Leasing Application Request NotificationGood Morning [redacted] ,I will notify the current resident and let her know that you guys will assume responsibility as of the 1st of JulyI need a few items from you to approve your applicationIf you have sent these items please disregardI need:· Copy of DL ( applicants and guarantors) it shows better if you take a picture with your cell phone and email them over· Proof of Income from guarantor( last year’s taxes, most recent paychecks, offer letter, or proof of investments ) guarantor must make 6X the monthly rental amount· Proof of residency (copy of mortgage statement, deed, or copy of property taxes) Once you are approved, you will to supply us with( I will then provide you with your physical address and contact numbers for utilities and renters insurance contact:· FPL account number· Renters Insurance I will be out of town until Monday and I will check my email throughout the weekendIf you have any questions, please feel free to reach out the officeEveryone is familiar with your application and can assist youHave a great weekend, [redacted] From: [redacted] [mailto:[email protected]] Sent: Thursday, June 23, 4:PMTo: [redacted] Subject: Re: Guarantor Pre-Leasing Application Request Notification [redacted] , I left a message at the office, but me and [redacted] would like to take over the lease July 1st and are both able to come there on that day if we would be able to do a walk through and get everything else taken care of that dayLet me know if that works! Thanks, [redacted] 704-900-4498On Jun 22, 2016, at 12:PM, [redacted] wrote:Thank you! I’ve updated the name and email addressFrom: [redacted] [mailto:[email protected]] Sent: Wednesday, June 22, 11:AMTo: [redacted] Subject: Re: Guarantor Pre-Leasing Application Request Notification Good morning [redacted] , This is [redacted] , one of our guarantors received this email and has filled out their form, but the other guarantor listed below did not because the email was spelled wrongThe correct email is: [redacted] This is with a Q instead of a G [redacted] 's last name is also spelled the same way If you could update this information and have the email resent that would be great! Thanks! [redacted] [email protected] Message-----From: [redacted] To: tlwalkerSent: Sat, Jun 18, 2:pmSubject: FW: Guarantor Pre-Leasing Application Request Notification From: [email protected] [mailto:[email protected]] Sent: Saturday, June 18, 2:PMTo: Estero - Office Email Subject: Guarantor Pre-Leasing Application Request Notification This is an automated messagePlease do not respond to this e-mail[redacted] :This message is to confirm that the following request for Guarantor Pre-Leasing Application was sent:Guarantor Name: Marco DugueE-mail: [email protected] Names: [redacted] DugueYou will be notified again when the party shown above has completed the electronic application form.Thank you,Blue Moon Software From: Kristen Beckwith Sent: Monday, October 24, 2:PMTo: [redacted] Cc: Whitney Last ; [redacted] Subject: RE: Revdex.com - [redacted] Duque Here is the response letter from the Revdex.comKristen BeckwithMultifamily Operations CoordinatorContinental Properties Company, Inc.WNExecutive ParkwayMenomonee Falls, WI Continental has been certified by The Good Jobs as a great place to work! Click on the image below to learn more www.cproperties.comwww.springsapartments.com From: [redacted] Sent: Tuesday, October 18, 1:PMTo: [email protected]: Kristen Beckwith ; Whitney Last ; [redacted] Subject: FW: Revdex.com - [redacted] DuqueImportance: High Hello, Below is the response from our Property Manager, [redacted] , in response to the attached complaint: [redacted] 1st inquired about a 2/on 4/22/and received numerous quotesOn June 3rd, [redacted] , his daughter [redacted] , and her roommate [redacted] Duque visited The Springs at Estero in search for a 2/moving in sometime in AugustWe only had (2/2) available and they ranged from $1,to $2,depending on the modate and lease termI quoted [redacted] and [redacted] $1,for 4-on a 15th leaseThey stated that the rate was too much out of their budget and would not work Date Floorplan Unit # Price Quoted Lease Term04/22/ 2x 1- $1, mo.04/22/ 2x 3- $1, mo.04/22/ 2x 1- $1, mo.04/27/ 2x 1- $1, mo.04/27/ 2x 3- $1, mo.04/27/ 2x 2- $1, mo.04/27/ 2x 2- $1, mo.04/27/ 2x 1- $1, mo.05/22/ 2x 2- $1, mo.05/22/ 2x 2- $1, mo.05/22/ 2x 3- $1, mo.05/22/ 2x 4- $1, mo.05/22/ 2x 4- $1, mo.11/11/ 2x 4- $1, mo.11/13/ 2x 4- $1, mo.11/16/ 2x 4- $1, mo.11/16/ 2x 4- $1, mo.06/03/ 2x 4- $1, mo At that time, we had a resident looking for someone to take over their current lease and I mentioned it to [redacted] and [redacted] The current residents lease was $1,and expired on 11/22/I explained to them that if they took over the current lease, they would have the option to renew anywhere from month to month to monthsThey asked what we were currently seeing with renewal rates and I explained at the current time we were seeing between $50-$on renewals which was still less than the going rate for the 2/ On 8/22/16, [redacted] contacted me via email asking about the renewal rate they received at $1,on a month leaseShe stated that they were under the impression that the rate would not change at time of renewal and they wanted to discuss the option that was verbally explained to them at the time of visit on 6/3/I replied to [redacted] email stating “You are correct in stating that the lease amount would not change through the current lease which ends on 11/22/I explained to you and [redacted] that you would have the option to renew your lease under the new terms of the renewal letterPlease keep in mind we are not authorized to make verbal agreements with prospects or residents.” We have made several attempts to contact both [redacted] and [redacted] via phone but have been unsuccessful in reaching either party [redacted] father did reach out to home office on 9/and 9/After receiving an email from home office on 9/at 5:10pm CST, I called [redacted] @6:pm EST to answer any questions she had regarding her renewal rate and she asked me if she could call me backI explained to her I was calling her back after business hours and I would not be available at a later timeI stated, “The best rate and she said it was out of their price range and I recommended that she discuss it with her roommate firstBut if they decided not to renew , a 60day notice is requiredI again reiterated that me nor any on the staff would ever verbally quote a priceWe are all very familiar with our pricing system.” We have had no communication with [redacted] roommate regarding the renewal optionsOn September 30th, [redacted] Duque signed her lease renewal picking a 13month lease at $1,On 10/9, [redacted] emailed me asking for an extension on their renewal because they have been unsuccessful in finding another placeOn 10/ [redacted] our Leasing Associate replied to her email stating: We utilize a revenue management software system called YieldStar that helps determine all our pricing for new leases and renewalsThe pricing model helps ensure we remain fair and consistent in our pricing practicesWe never negotiate rates for new leases or renewalsWe are sorry that they feel the way they doUnfortunately, if we waiver from our system, that is when we become vulnerable to fair housing violationsTherefore we are unable to adjust the rate as they requested Please let us know what the next steps should beWe would like to resolve this with the customerKind Regards, [redacted] Director of Property ManagementContinental Properties Company, Inc.WNExecutive ParkwayMenomonee Falls, WI 53051(262) 502-main(262) 623-2565direct(262) 502-fax Continental has been certified by The Good Jobs as a great place to work! 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