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Creekstone at RTP

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Creekstone at RTP Reviews (2)

We only lived at this apartment complex for 6 months. We own NO pets, are both educated professionals, and are extremely clean about our living environment.We followed all move out procedures, and even filled nail holes even though we were told we did not need to do this because that would be done when the apartment was repainted.When I returned my keys to [redacted], assistant community manager, I requested a walk through so there would be no questions about the condition the apartment was in when we moved out. [redacted] told me that was not possible because there was only one maintenance man on duty. When filling out the paperwork showing we had turned in all our keys, there was a portion they wanted me to fill out to pay a cleaning service over $200.00 to come in to clean the apartment. I told [redacted] that I cleaned the apartment at least once a week, and that we had even filled in all nail holes. I asked her,why would we pay for a cleaning service when they already pay a service to clean each apartment after every renter moves out, and they hire painters to come in to repaint before the next people move in. Her reply to me was that some people do not clean when they live there, and pay to have someone come in to clean after they leave.Once again, I stated that I cleaned our apartment at least once every week, and that when people visited us they asked if we actually lived there because it was so clean it looked like a model home. I told [redacted] that I would not sign that part of the form or pay someone over $200 to clean the apartment because there was no damage to the apartment that was not there prior to us moving in.They refused to allow us back in the apartment, or to look at the photographs we have from when we lived there and told us that if we did not leave, they would call the police.They only returned $66.92 out of our $300.00 deposit. They showed us some photographs that could not have been taken after we moved out, because the stains they show were NOT there.Product_Or_Service: NADesired SettlementThe only settlement that is acceptable to us is a full refund of $300.00. First, they charged us for pet cleaning. We DO NOT own pets. When they realized they made a mistake because we don't own pets, they had to come up with some other reason to charge us, and accused us of urinating on the carpets.Case Closed SATISFIED 2014-07-06I filed a complaint last week about the damage deposit return practices Creekstone at RTP practices. We only lived in this apartment for six months. There were no stains on the carpets when we moved or any other damage. I asked for a walk-through when I returned our keys, and was told they would not do a walk-through that day. We paid a $300.00 deposit and they only returned $66.00. They charged us for "pet services" saying there were numerous urine stains on the carpet, and redying. We DO NOT own pets, and there were NOT any stains on the carpets when we moved out.You have my original complaint. I am contacting you to let you know that even though my better judgment tells me to take them to small claims court, I really don't have the time to deal with this right now. I have come to a resolution with the management to settle this issue.I am not aware if you keep records of complaints against businesses, but if so, I hope you keep Creekstone at RTP in those records. If you do not read the documents they have you sign when you turn in your keys, you will also be paying for cleaning services that is their responsibility to do before the next residents move in, and I have no idea whose apartment the photographs they sent me were from but they were not from ours. We do have numerous photographs that we took, which they also refused to look at.Thank you for your time, and looking into this matter.Respectfully,[redacted]More info received from the business 2014-07-14The complainant, [redacted] and her roommate, [redacted] moved into Creekstone on 12/13/13 for a 6 month lease. Prior to the move in, I personally went with Ms. [redacted] to the apartment because she wanted to take measurements of the rooms to prepare for furniture she planned to purchase. There were no stains on the carpet at that time. Ms. [redacted] and Mr. [redacted] were also provided a move in/ move out inspection form at the time of move in to note any discrepancies with the unit. Nothing was recorded on this form. After move out, an inspection was completed and stains were found in the carpet. Creekstone at RTP has "Time Stamped photos" and are available upon request. Ms. [redacted] stated she requested a walk through on the day of move-out and was denied. Walk throughs are generally done by appointment and not requested at the last minute when keys are turned in. Had she requested this ahead of time, it could have been put on the schedule as such. Our office operates like any other business having obligations to other residents and vendors and sometimes cannot accommodate last minute requests.The $200 cleaning fee was misstated by Ms. [redacted]. The form she is referring to specifies what's expected at move out - cleaning, vacuuming, wiping down surface areas, etc. The actual amounts to be paid for cleaning is $99 which is only an option should she decide not to do any cleaning prior to her move.Ms. [redacted] failed to mention that she and her roommate, Mr. [redacted] came to our office and he began shouting profanities to the assistant manager. This is when I intervened and asked him to lower his voice so that we could discuss the matter. He refused to cooperate and continued with "You guys are messing with my Mother -[redacted]". After repeated attempts to calm the situation, the two were asked to leave. They refused and he continued with "No, I won't because somebody is about to get [redacted]!". At that point I asked my leasing consultant to call the police and I refused to continue any communication with them. Ms. [redacted] wanted to go to the apartment and take pictures for herself. I denied her request and told her they could come back tomorrow after things calmed down and we would discuss the matter. Both Ms. [redacted] and Mr. [redacted] did at that point leave on their own accord. Ms. [redacted] returned the following day without Mr. [redacted] She and I calmly discussed the issue and though she still disputed the stains after seeing the photos and the actual invoice from the vendor, she herself came up with the solution that she wanted to see happen. It was agreed at the request of Ms. [redacted] that her final water bill would be deducted from her deposit and that she would split the remaining deposit balance with us. I agreed to her solution, made notes of this and requested she return the $66 so that we could refund her the amount she requested. She agreed and said she would drop the check off the following day. To my knowledge, Ms. [redacted] was satisfied with the resolution; therefore it is my belief that this issue has been fully resolved.

We are being charged for replacement of carpeting for the entire apartment claiming pet urine stains. We did not have a pet. We are disputing Creekstone's unilateral decision to charge us for replacement of carpeting throughout our apartment based on their erroneous claim, on their move out statement, that there were pet urine stains on the carpeting. Please consider the following:1) We did not have a pet living in the apartment so that there were no urine stains.2) We lived in the unit for over 18 months. Any stains on the carpeting were the result of normal wear and tear especially in areas under furniture for all that time.3) We were not afforded the right to attend the walk through.4) The carpet on premises was of the lowest quality and according to Creekstone personnel there were numerous complaints about it and it was often SOP to replace it when a new tenant moved in.5) We requested to have our move out date extended by one day so that we could attend a walk through and remediate any issues. We moved out on the final evening of our lease because of repeated delay's in closing and the availability of the CO for our new home. Our request for one more day was denied even though the Creekstone Manager admitted that granting extra time had been done before.6) Pictures of stains provided by Creekstone did not cover every room of the apartment so at the very least their unilateral decision to charge us for a total carpet replacement is unreasonable We do not deny that there were stains from normal wear and tear--especially if some lived there for 18 months-- but we are certain that any stains could have been addressed by cleaning the carpet. We would have done so if given the chance. There was no way to have the carpet cleaned with all our boxes and furniture still in the unit until the last day of occupancy.7) Any attempt to negotiate their fees were rebuffed. When we complained that we did not have time to address any issues they suggested that we should have put our boxes and furniture in storage and have the carpets cleaned while we still lived there. This is not a reasonable request if someone has any intention of being fair. 8) We were quoted a price of $300 by Creekstone for re-painting rooms that we had painted after we moved in. As a result of this offer we decided not have our own contractor do the work. On the move out bill, Creekstone charged us $450.00.9. We requested a detailed summary of the costs of the carpet replacement and specifically what grade and make of carpet was used. We received a summary bill without the information they said they would supply.We were good tenants and we left the apartment in good condition especially in view of the quality of some of the furnishings. Desired SettlementThe settlement that we request is to reduce the charge for complete carpeting replacement to the cost of a professional carpet cleaning. In addition, the painting charge should be reduced from $450 to the $300 fee that they had quoted us.Business Response The responses have been numbered to correspond with the complaintant's comments.1.You may not have listed in your paperwork that you had a pet, but you did admit dog sitting on several occasions. You were also seen in the office with a dog when you renewed your lease. In addition to the dog, the new resident that moved in noted that he found pieces of cat litter and cat hair in the closet. Since you were the only residents living in that apartment, that indicates there was in fact a pet in the apartment. 2.We have photos of the carpet showing numerous stains which were not normal wear and tear.3.You were never denied a walk through. 4.It is not standard operating procedure to replace carpet at every move out. Carpets are only replaced when they are damaged or worn and not suitable for the next resident.5.Yes, your request to extend additional days was denied after, at your request, that I call the new resident and ask it they could change their move in date to a couple of days later. I did call the new resident and asked but because he was moving from the west coast, had already purchased his plane ticket, made hotel reservations, scheduled movers, and had to report to work at a certain time, was unable to make any changes. Records indicate that you changed your move out date a couple of times and we did accommodate your request. We would have accommodated this request also but it was beyond our control.6.Your lease agreement requires that you give a 60 day notice prior to your move. You did give us this notice and you chose your own move out date; we did not assign this to you. You had 60 days in order to prepare for your move and make necessary arrangements. We extended your move out as long as we could. We are not responsible for planning and organizing your move. Prior planning for vacating and cleaning the apartment on the day of move out is the responsibility of the resident.7.Again, we are not responsible for planning or coordinating your move.8.Yes, verbally you were quoted $300 because you stated you had two rooms when in fact you had three rooms that needed to be painted. We did not charge you any more than the contractor charged us to return these walls to their original color as stipulated in your lease agreement.9.You were supplied with copies of actual invoices as well as photos showing the damage to the carpet. Your request to reduce the charges for complete carpeting replacement to the cost of a professional carpet cleaning and the painting charge to $300 is an unreasonable request. The carpet was brand new when you moved in and and the only allowance is for normal wear and tear. The damage was far beyond normal wear and tear and damaged to the point of not being suitable for a new resident. Creekstone should not have to absorb the costs for damage that occurred while you lived in the apartment.Consumer Response 1. We did dog sit on one occasion and if we were trying to hide this from anyone we would not have brought the dog to the office. As far as the cat, we did watch our daughter's cat on occasion but as we stated before there were NO urine stains which was the basis of your decision ( which we have in writing) to unilaterally replace all the carpet. Lster when they could not substantiate this claim they changed their story to replacement of carpeting on the totally subjective basis of stains in excess of normal wear and tear. 2. You did not show any photo's of stains in the bedroom area which is a significant part of the living space. Why should we have to pay for replacing carpet in the entire apartment. We should not have to pay simply for your convenience.3. You did not communicate with us at all about the move out nor did you provide us with any dates for a walk through. I guess you believe this means that we weren't denied the opportunity. You just went ahead and did it without notifying us of the date and time.4. You did not take other steps that were available to you like cleaning the carpet.If we had been given the opportunity to attend the walk through this could have been discussed.You have presented no proof whatsoever that the stains were the result of pet urine.Then you backtracked and said it was the result of heavy stains.5. Your suggestion that giving us an extra day for move out was beyond your control is ludicrous and simply not true. Not extending us an extra day to move out had nothing to do with the date the tenant was moving in. He was scheduled to take ownership a week after our lease ended. This was the 7 day period you designated to get the apartment ready for the new tenant. You could have easily made a minor change to your 7 day internal requirement to prepare for the next tenant. This only shows the total inflexibility of your policies when it comes to the interests of your prior tenants. We changed our move out dates through lease extensions that were submitted in a timely manner. It was not our choice to live at Creekstone any longer then we had to but our new home was not ready. 6. Since you are in the business I assume you know that closing dates, move in dates, and CO availability in Durham for new construction is not in the control of the buyer. You simply decided not to accommodate our request when we were left with no other option but to move out on the last day of our lease.7. See above.8. We clearly told you the number of rooms and you gave us a price quote. Your answer to us for the additional charges (after the fact) was that the color required additional coats of paint not that painting involved an additional room. If you were so concerned about getting the pricing right why didn't you do an inspection before giving us a quote? We had a verbal agreement on a set price and you broke it.It is quite clear that Creekstone RTP is not a tenant friendly environment. Opportunities were available to avoid this dispute but Creekstone chose to act in an arbitrary manner at our financial expense. Management did not tell us when the walk through was happening so that issues regarding the carpet could have been discussed in a professional manner. Management was totally inflexible when it came to providing us with one more day to address any issues and afford us the opportunity to attend the walk through when they had 7 days to prepare for the next tenant. Creekstone decided to replace the carpet in the entire apartment based on an unsubstantiated written claim of pet urine then changed their story to cover their tracks. They did not produce any photographic evidence of stains in a large part of the carpeted area yet took the opportunity to charge us for a complete replacement.In addition they gouged us on the painting costs after verbally agreeing to a set price that was $150.00 lower. Final Business Response We stand by our initial response.

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Description: Apartment Complexes

Address: 5472 S Miami Blvd, Durham, North Carolina, United States, 27703-8276

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