Copper Beech Apartments & Townhomes

Review: We were asked to sign an addendum in order to change the address where the security deposit is sent. Prior to us signing and filling out the addendum we called the Copper Beech office to make sure the security deposit was not sent. We called the office one week prior to us coming down so we did not have to come down and sign paper work that did not matter. When we arrived a week later we asked again to make sure the security deposit check was not sent and again we were assured that the check was not sent and would be sent to the address on the addendum. On Monday Sept 2nd I received the following email: Good Afternoon, I received the security deposit return address addendum for your unit ([redacted]). Unfortunately the security deposit has already been mailed to the address on the back of the lease. Thank you, [redacted] Property Manager. This email provided no action or solution to the problem at hand, which was about the security deposit check that was sent to the address we did not want it sent to. I then went in to the main office of Copper Beech to speak to a manager and was informed she was not in and would email or call me. I was then emailed saying that we could have the check cancelled for $35 and reissued and sent to the correct address for another $35. This email is the epitome of poor customer service. I believe that we tried to take all the proper steps in order to resolve the issue before it became a problem, the fact that Copper Beech made a mistake by sending the check to the wrong address; this should not fall on the customer to pay for the mistakes of Copper Beech.Desired Settlement: My desired out come would be for me to receive the amount of the security deposit with out any cancel fees nor reissue fees sent to the address listed on the addendum. Also I would like Copper Beech to formally address the customer service issues as well as provide proper and complete training to there employees so customer service issues are addressed properly. An apology would not hurt either.

Business

Response:

I am responding to the complaint letter received from the Revdex.com on 9/16/13. The situation is as follows: The tenants’ lease with Copper Beech Townhomes ended on July 22, 2013. The original lease agreement has a section for the tenants to put the name and address of whom they would like their security deposit returned to at the termination of the lease. The security deposit was processed on August 27, 2013 and sent to the address indicated by the tenants on the lease. On Saturday, August 31, the two former tenants came in to change the Security Deposit return address on their account. On Monday, September 2, I emailed the tenants to let them know that the deposit had already been processed and that the address could not be changed. They have two options. They may wait for the check to be returned to us by the post office. At that time, we will forward the check to the new address at no charge. If they do not want to wait for that, they can pay to have a stop-payment placed on the check and the check re-issued to a new address. We followed the tenants instructions for where to send the security deposit check as indicated on their lease agreement. We did not make a mistake by sending the deposit check to the wrong address. The tenants waited more than a full month to try to change the address. Please let me know if you need anything further from me. Thank you, [redacted]Property Manager

Review: Hello. I am a 20 year old sophomore student at [redacted], currently living in Copper Beech. I am very very very displeased with Copper Beech's services given that we pay 500+ dollars to live here a month. We are constantly getting poor internet quality and our cable service is not that good either. I am more displeased with our internet services however. I come to find myself waiting HOURS to use WiFi or Ethernet connection to try to get internet compatibility. For instance, today on 11/12/2014, I waited nearly and 1 hour and a half to get connection to the internet and never received it. What if I had an assignment due at 12 or if I wanted to email a teacher before class, etc. Whats funny is that I am typing this complaint at the [redacted] library and you can guess why....... This isn't the only time that myself and ALL the others that live in this subdivision have had this problem. And I am hoping that others will help me get this issue resolved. We live in the second/third most expensive apartment subdivision after [redacted] and arguably [redacted], both which are right down the road from us. If we are paying 500 dollars a month to live here, then we damn sure should be getting A1 internet quality. It doesn't make sense.Desired Settlement: FIND A WAY TO PROVIDE BETTER SERVICES. WE AS STUDENTS PAY TOO MUCH MONEY FOR HOUSING AND SCHOOLING TO HAVE TO WORRY ABOUT THIS!!!!!!!

Business

Response:

[redacted] is the provider of the cable and internet service at Copper Beech.

Copper Beech Townhomes provides cable and internet as a free amenity to our residents. Residents are able to contact [redacted] Network directly to troubleshoot issues. Most often the issue is caused by an unprotected or overused wireless router (wireless router are provided by tenants, not by Copper Beech or [redacted]). Faster speeds can be achieved by connecting directly with an Ethernet cord. [redacted] is alerted to any complaints that come into the Copper Beech office and respond accordingly. Copper Beech has continued to increase bandwidth each year as more and more internet-capable devices are created. We are always striving to improve, however, ultimately, cable and internet are provided for free to our residents. Residents are able to contact alternative companies to provide those services at their own expense.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,