Crossroads Land Company

I am in receipt of your letter dated 8/31/regarding a complaint made on 8/28/15, ID number [redacted] The complaint submitted by former resident [redacted] disputes a balance on her account in the amount of $and questions the use of the Surety Bond purchased at move inThe balance on Ms [redacted] account is the result of severely stained carpet in the apartment she previously resided inThe stains consist of a paint spill in the master bedroom, as well as red and green spots in other carpeted locations of the apartment The Surety Bond is offered to residents that are required to pay a higher than security deposit based on our screening process but do not have the resources to pay the required security depositAccepting the terms and conditions of the Surety Bond gives the resident an opportunity to move in without paying the full amount of the required Security DepositOn August 28, received a call from Ms [redacted] disputing her move out chargesMs [redacted] stated she was being charged for carpet replacement for the entire apartment and she only had one stain in the master bedroom from spilled paintMs [redacted] also stated she had a $Surety Bond and felt that should cover any damages to her apartmentI reviewed Ms [redacted] claims with the Property Manager of Williamsburg of Toledo and called Ms [redacted] and informed her that the maintenance team confirmed several spots throughout the apartment and the Surety Bond was nurchased in the amount of $5noI also explained that the seckil ii to deposit she paid in the amount of $would be applied to the account and the balance of the account would be paid with the Surety Bond and she will be responsible for reimbursing Sure DepositMs [redacted] provided two videos in an effort to dispute our findingsThe videos provide footage of the oven and what appears to be the kitchen floorOn September 2, 2015, I contacted Ms [redacted] and asked for additional pictures or videos of the carpeted areas in her apartmentMs [redacted] provided videos of the entire apartment as requestedI reviewed the video footage provided by Ms [redacted] ; the quality of the footage does not support her claims of a single stain in the master bedroomOn September 4, 2015, I contacted Ms [redacted] and made her aware of our decision to move forward with the charges based on the video footage she provided and the move out inspection conducted by the maintenance staffMs [redacted] has requested a payment arrangement for the balance due on her account and was referred to the office staff at Williamsburg of Toledo to discuss a payment agreementThank you for contacting us and giving us an opportunity to respond to the complaint submitted to your officeIf you require additional information, please contact me at 317-469-Sincerely, Carla M [redacted] , Resident Relations Coordinator

I am in receipt of your letter dated 8/31/15 regarding a complaint made on 8/28/15, ID number [redacted]. The complaint submitted by former resident [redacted] disputes a balance on her account in the amount of $588.60 and questions the use of the Surety Bond purchased at move in. The balance on...

Ms. [redacted] account is the result of severely stained carpet in the apartment she previously resided in. The stains consist of a paint spill in the master bedroom, as well as red and green spots in other carpeted locations of the apartment The Surety Bond is offered to residents that are required to pay a higher than normal security deposit based on our screening process but do not have the resources to pay the required security deposit. Accepting the terms and conditions of the Surety Bond gives the resident an opportunity to move in without paying the full amount of the required Security Deposit. On August 28, 2015 1 received a call from Ms. [redacted] disputing her move out charges. Ms. [redacted] stated she was being charged for carpet replacement for the entire apartment and she only had one stain in the master bedroom from spilled paint. Ms. [redacted] also stated she had a $1000.00 Surety Bond and felt that should cover any damages to her apartment. I reviewed Ms. [redacted] claims with the Property Manager of Williamsburg of Toledo and called Ms. [redacted] and informed her that the maintenance team confirmed several spots throughout the apartment and the Surety Bond was nurchased in the amount of $5no.00. I also explained that the seckil ii to deposit she paid in the amount of $200.00 would be applied to the account and the balance of the account would be paid with the Surety Bond and she will be responsible for reimbursing Sure Deposit. Ms. [redacted] provided two videos in an effort to dispute our findings. The videos provide footage of the oven and what appears to be the kitchen floor. On September 2, 2015, I contacted Ms. [redacted] and asked for additional pictures or videos of the carpeted areas in her apartment. Ms. [redacted] provided videos of the entire apartment as requested. I reviewed the video footage provided by Ms. [redacted]; the quality of the footage does not support her claims of a single stain in the master bedroom. On September 4, 2015, I contacted Ms. [redacted] and made her aware of our decision to move forward with the charges based on the video footage she provided and the move out inspection conducted by the maintenance staff. Ms. [redacted] has requested a payment arrangement for the balance due on her account and was referred to the office staff at Williamsburg of Toledo to discuss a payment agreement. Thank you for contacting us and giving us an opportunity to respond to the complaint submitted to your office. If you require additional information, please contact me at 317-469-5893. Sincerely, Carla M[redacted], Resident Relations Coordinator