Cottage & Home Renovations

There was an error within the bookkeeping department and we sincerely apologize.  It was no other reason the resident may have felt. The refund in the amount of $366.58 has been issued to the residents forwarding address. Please let us know if you need any other...

documentation.

Initial Business Response /* (1000, 18, 2017/02/24) */
I did not receive the first complaint letter. However, in December, [redacted]'s grandfather came in regarding some charges on her account. I stated that because I was a new management company for the property, I would have to look at her account...

for context. Because her grandfather was not on the lease, I told him that I was unable to discuss account details with him. I asked him to have [redacted] call me directly, and I would be happy to look into it. On 12/22/16, [redacted] called regarding her charges for her move out. I explained to [redacted] that we were a new management company (similar to what I explained to her grandfather) and that I would have to look through the previous management's notes, as we were not the ones who charged her when she moved out in October (prior to us coming in as new management). After looking into the account details and notes, I had determined that she should not have been charged by the prior management for the touch up paint in the amount of $84.00. However, I determined that the other charges were valid. After assessing the file from the previous management, I informed [redacted] that we would be removing the $84.00 charge. Because a prior management company charged, this created some complications to have the charge removed properly by our company. Regardless, we were determined to accommodate her. [redacted] called us that week to state that she had paid [redacted] Collection Company and wanted a refund from us for the amount. I was not previously aware that she had been sent to Collections. We were surprised to learn this information. I then explained to [redacted] that I would have to find out what the next step was as she had now paid the collection company after we discussed I would be correcting her account. I called her 12/30/16, and I left a voicemail. We were then obligated to wait for the payment to clear, and for us receive the check from collection agency to refund to her. The forwarding address she provided to the previous company was not the correct address. I attained the correct address, and I stated that I would have them send her check to her. She called 1/25/17, stating that she had a bill to pay on that upcoming Friday (she called on a Wednesday) and that we needed to overnight the check to her. I told her that I would let our corporate (accounting department) know, as we do not cut checks here in our office. I did explain to [redacted] that by paying the 3rd party immediately after we discussed her not owing that amount, I was obligated to wait on their correspondence as well. I remained in contact with [redacted] from the beginning, and I was surprised to find that she had contacted the Revdex.com, even though we had stated we were going to take care of her account and get the issue resolved. Even if I was unable to get to the phone when she called, I was sure to return her calls within 24 hours. In all of this, it is always our goal to accommodate for current, future, AND past residents of our property, regardless of who was managing in the past. We are sorry that this incident occurred, but it is extremely important to us that we are taking care of our residents (past, present, or future). Thank you.
Initial Consumer Rebuttal /* (3000, 20, 2017/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received an $84.00 reimbursement from Quail Creek since my first contact with new management in December, which leads me to believe that their approach to customer service/resolving issues has not changed since previous management.
I have worked in customer service for over 10 years and their responsiveness has not been consistent. A few times they did not return my calls as promised, so I continued to pursue the office. On one occasion in January, the apartment manager blamed me for paying the collection agency. On a second occasion, (after talking to the leasing agent about my concern regarding the reimbursement), she promised that [redacted] would give me a call back. I waited two days, but didn't receive a call. When I called back, the leasing agent said that the office had been super busy and hadn't had a chance to return my call.
If I had been a prospective tenant, I know the response would have been different.
I do not believe Quail Creek intends to make good on the $84.00 refund, since since I've been waiting two months for the reimbursement and have still not received it. Furthermore, I verified my apartment number with [redacted] in January, so I know they have my current address.
Final Business Response /* (4000, 25, 2017/03/16) */
On February 20, 2017, a refund check was issued in the amount of $100 to the tenant as final resolve for this matter.