CTL Management, Inc.

Complaint: ***I am rejecting this response because: I never received any phone callsThe staff and management of *** *** is an absolute jokeI called the EMERGENCY MAINTENANCE LINE, only because my calls were not answered on the second dayI assumed emergency maintence line would respond to my overflowing sinkI didn't leave a message with *** *** leasing office because I was told the day before that someone would come by to fix it.(not three days later). Sincerely,*** ***

Re: Revdex.com Complaint ID: ***
We are sorry to hear our residents are still unhappy about the event that occurred on February 15,On-site staff, especially the Property Manager, and the Portfolio Manager at our corporate officehave all tried to reach out to the residents to address their
concerns, however the residents neverreturned numerous call and voicemails made by our corporate office, Portfolio Manager
On 2/15/the residents called the office to report there was an active leak in their washer and dryerarea of their apartment homeMaintenance responded immediately and found that the water line goinginto the washer had been broken at the wallThe washer and dryer in use was also not the ones weprovided, but their own personal onesThe logical conclusion that was drawn was, the pipe had beenbroken when the residents swapped out the washer and dryer we provided for their ownAlso, alldamage that was caused was approved and paid by their renters insurance company
It is CTl Management, Inc.'s policy that we provide washers and dryers and we do not allow them toinstall their own at *** *** ***We have this policy to limit liability for all parties involved.Both our Property Manager and Assistant Manager have spoken to the residents during the process ofrepairs and also many times afterwardsThe residents were very upset we were making the insuranceclaim to their renter's insurance provider and became very hostile during phone calls and in voicemails.All employees interacting with the residents remained calm, let them voice their concerns and tried toexplain our process of why the claim was made and tried to come to a good conclusion for all partiesinvolvedThe residents would never talk to on site staff in a calm mannerInstead they yelled andcursed to the point we told them we would not continue the conversation ifthey continued talking to usin that mannerWe understand people get upset or frustrated; however our employees do not deserveto be verbally abused for any reason

We are sorry that our residents are upset about water spots on their carsWe have been in communication with the residents within this apartment over the course of the last three weeksWe do not feel we are financially responsible due to the following actions performed by our office and corporate
staff: We addressed the complaint in a timely mannerWe were notified 5/29/and the landscapers had come out to check the sprinklers no later than 6/2/We left a message on 6/2/for the resident letting him know his concerns were addressed. He was unsatisfied with this, called and spoke extremely rudely to our on-site agent yelling and very upsetShe couldn’t get a word in and said she was going to hang up if he didn’t calm down and then she ended the callHe was also very upset and unreasonable when our supervisor from CTL Management, Inccalled and she too ended the call after a very abusive conversation and after he informed her he would be contacting a lawyer to deal with the situation. In an effort to ensure his cars would no longer get water on them, we turned off the sprinklers in the area where his cars are located as a result of this complaintWe, in combination with our landscapers, offered premium car wash gift cards in an effort of good customer service and the residents said they would serve no purpose Because this issue was addressed within two days of him notifying us, we don’t feel the type of damage he is claiming could have happened in that time frame With all of that said, our landscapers, in an effort of good customer service have offered to have a check for $made out to *** available for him to pick up at the leasing officeThe leasing office staff will contact him when it is dropped there for him

During office hours this tenant called and the office was either showing an apartment or conducting a move-in/move-out when she called. Instead of leaving a voicemail message or coming down to the office to place a work order, the tenant called the after-hours answering service phone
number. This number is designated for non-business hours. The after hours answering service did not inform us of the situation as it was not after hours. We did receive an after hours email report the following day and the *** *** property manager tried calling this resident times that day to seek permission to enter and fix the issue. The tenant did not return the call and we are unable to enter a unit without permission to enter. On day 3, the tenant did come down to the office which was July 2nd to complain about the lack of service and spoke with the property manager. The situation was explained to her that she had called the wrong number and if she had even left a voicemail on the property line we could have assisted her. The property manager stated she was going to squeeze her in on the schedule that day, and the resident 's work order was taken care of that day. We do have a 24-hour maintenance guarantee that warrants a days worth of rent if the problem is not addressed within hours. Tenants need to properly report a work order in order for us to be able to address it. Calling the property but not leaving a voicemail and not coming down to the office during our business hours is not communicating to us there is a work order to address. The property manager tried calling the tenant the next day (within the hours) after receiving a report from the answering service that there was an issue with this tenant's sink. We never heard back from the tenant until the day after these phone calls and voicemail messages were made to the tenant (day 3). The work order request was addressed within hours by requesting permission to enter. Once we had that on day 3, we entered and fixed her sink

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***Please find the attachment and advise me.Sincerely, *** ***

I spoke with Mr*** at great length on August 31, 2015.During this telephone call, Mr*** asked if he could "pay to delete" his account I explained that the *** specifically asks that creditors not delete accounts purely on the premise that they have been paid It was
further explained that if there was an error on behalf of CTL Management, Inc., we would certainly delete the account.Mr*** admitted that he chose not to provide a forwarding address when he moved from the complex It should be noted that his Residential Rental Agreement requires that a forwarding address be provided.Also during this conversation, Mr*** threatened to barrage us with complaints if we would not delete it A review of his account shows no negligence on the part of CTL Management

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, I feel I shouldn't have to go to such lengths to get an issue resolvedIf the management at pheasant pointe were better trained in customer service and in listening to their customers, instead of arguing their accusationsThis whole incedent could have been avoidedSince the last issue I had with pheasant pointe was not resolved, this seemed like the best optionLast year I was forced to pay a $fee three times from a rejected payment of $because I entered my account information incorrectly on their web portal and their company counted that as a "bad check" when really it was a technical error from their websiteAfter numerous calls to upper management the answer I received was to the tone of " if I reversed the fee, I wouldn't be running a very good business" At least the current fee was reversedThank you. Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I would be happy to discuss Ms. [redacted]'s request with her.  I have called her in an attempt to resolve her concerns.

A full investigation of Ms. [redacted] was completed.  I have reviewed her Residential Rental Agreement and Addendums, the move-in and move-out comments and spoken to the Manager at the [redacted]All tenants are encouraged to schedule and attend a move-out inspection with the staff...

to avoid any misunderstandings regarding the condition of their unit.  Unfortunatley, Ms. [redacted] chose not to do so.CTL Management, Inc. believes that the charges assessed are valid based on the terms of your contract and the condition of the unit.

The need for a carpet replacement is not determined by our staff, but by an outside professional carpet vendor.  If the vendor only determine that the carpet needs replacing if it is absolutley necessary - as they lose the business of repairing/cleaning it.
CTL Management, Inc. does not charge for carpet cleaning after two years of tenancy.  Unfortunately, the carpet could not be cleaned. The pictures provided are selective and do not show the extent of the damage on the underside of the carpet.
We stand by our determination that the charges assessed are appropriate.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
This is absolutely untrue and I am very bothered by the response. I nor my fiance were hostile. We were very irritated that they kept going back on what was said to us. As for corporate, we have spoken to them and they have done nothing. I spoke with them when the issue first happened. So if they did not resolve then, then they will not resolve now. Melissa the property manager was very rude and verbally abusive over the phone towards myself. I told her that from here on out my fiance would speak with her as I did not deserve to be treated that way. It seems to be an ongoing issue with this manager and her blatant disrespect for tenants. I have never been so irritated with a landlord before nor counted down the days until I could get out of there.

Our records indicate that Mr. [redacted]'s first billing was mailed to him on June 22, 2015 with a follow-up reminder notice on July 8, 2015.  I received a telephone message from him on Friday July 24, 2015, which was returned on Monday July 27, 2016.  His message indicated that he either...

didn't understand or didn't get a copy of the full itemization.  Copies of all correspondence, including another itemization, was mailed that day.  His telephone call and disagreement with the itemization proves that he did indeed get a bill.
We did not hear from him again until November 29, 2016.  He claimed he had left five message over the "course of a year or so", but could not articulate when he left the messages or at what number.  Our records do not agree with his statement.  During this call, he spoke with our accounting staff and became very irate and aggressive.
 
I personally returned his call on November 30, 2016.  During this call he admitted that his roommate had received the billing statement and that he had gotten a "yellow sheet".  The yellow sheet is a generic payment option mailer that is included in all requests for payment.  It does not have an area for an addressee and is never mailed alone.  If he received this sheet, he had to have received his bill - there is no other way to obtain this sheet.
 
Mr. [redacted] then stopped by our office on January 3, 2017, telling our receptionist that he was much "calmer" and could talk civilly to me.  He was advised that I would call him.  I did so.  Mr. [redacted] then tried to retract all of his previous statements regarding his roommate and getting the yellow sheet.  He also demanded that this be removed from his credit and that he be allowed to pay a discounted balance.
 
I explained that all future communication regarding this account be in writing only, as then there would be no misunderstanding of what was and was not said.
 
Our documentation shows communication that opposes his Revdex.com complaint.

Complaint: [redacted]I am rejecting this response because:
 Question: Why business never raised this concern that the carpet is damaged/ or needs to replace during there regular inspection which business perform quarterly and yearly? 
 Question: How the business calculated the charges? ( I'm sure that there would be no any charges to the tenant as the period of time I lived there. Also I was paying monthly to apartment management to keep the apartment uptodate.)
As per my best knowledge that the carpet was in good shape. Photo's were clear and there were no any damage to the carpet at the time I leave the apartment. Not sure why the business pretending that the carpet was that bad that it needs to be replaced? do the  business share pictures proving that the carpet was damaged?
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Wear and tear means the apartment is not like new. It has been used. All that you described in your document sent to me comes from basic use. I left the apartment in the condition found expect for this minor wear and tear. This fulfills my responsibilities under RCW 59.18.130 of Washington law. The nail holes in the bedroom door were there upon arrival and should be on the pre-move in checklist. My video documents the state of the apartment upon move out.
As for my check, it may be legal to say, "He should have used another payment method," but it is a despicable business practice showing no appreciation for my being their customer and living in a complaint free, incident free manner. I did not have the option of paying online as I splitted the rent with my brother as my income was growing. THIS WAS MADE KNOWN TO THE PROPERTY MANAGER BEFORE I WAS APPROVED FOR THE APARTMENT! Charging what you CAN without regard to other areas of reality should be noted and negatively effect your reputation. Better business if not taking what you CAN because the other person COULD HAVE done things differently. Late fees did not come into existence so companies couldindiscriminately charge more money without regard to actions of the person charged.
If was not in a hurry to obtain housing, I would have looked up your business practices and chose to live elsewhere. Despite what you may say, unbending, unforgiving to-the-letter landlord practices are not the norm. I have spoken with others who have lived for upwards of 20 landlords, private and corporate. They had never seen anything like this. OCD by-the-letter practices may be fair housing from a strictly legal viewpoint, but being unfair to everybody is not fair at all. It is greedy.
Lastly, I was advised to pay my last utilities from my deposit shortly before move out. That was an error in my disputed amount, but does in no way whatsoever excuse your money grabbing activities in the other areas. You have the right to run your business as you wish. I have the right to make sure your activities are known to anybody who does their homework on you. All readers of this dialogue should avoid this company if at all possible.
Sincerely,[redacted] (Shaking the dust off his sandals).

Mr. [redacted] left a message and was responded to within 2 hours.  We have correspondence that indicates he was aware of the debt when it occurred in 2008 and after getting a hold of him todiscuss the matter we believe we have satisfactorily addressed his concerns.

Our original request for payment was sent to Mr. [redacted] on October 15, 2015.
On October 23, 2015 we received a complaint from Mr. [redacted] .  We responded, in writing, on November 2, 2015 - only seven busniness days from recieving his complaint.
Between October 20th and October 30, 2015 -...

we recived upwards of 10 plus telephone calls per day from Mr. [redacted].  Due to the sheer volume of calls, not each one was returned.
Mr. [redacted]'s issue is that he has been charged for the replacment of the carpet/vinyl.  There is no doubt that the damage occurred during his tenancy as the carpet and vinyl were replaced on May 12, 2012 and he moved into the unit on May 20, 2012.  As there were no other occupants in that unit, there could not have been any pre-existing conditions. 
Additonally, the charges were prorated to reflect the age and he was assessed only a portion of the total cost.
As for me "screaming" at him:  I have never before been accused of such a thing and that did not occur.  We did, however, advise him that an interest free payment plan may be available to him.
Mr. [redacted] has continued to call, with the latest message threatening to come to our office.
I empathize with Mr. [redacted] being in difficult straits, but that does not negate the validity of his charges.

I have spoken with the Management of the [redacted]A review of the emails that are being referenced do not support his claim that he was told that he had a zero balance.Adjustments have already been made to his account, as a matter of customer service, totalling a $150.00 credit, which...

resulted in the balance due of $25.54.I am sorry that he is unhappy with his final balance, but his file has been reviewed and the charges assessed and actions taken are appropriate.

Complaint: [redacted]I am rejecting this response because:
As there is quarterly /yearly inspection done by [redacted] management within every year to make sure all things are neat and clean but no one from business ever complaint/sent notice about anything wrong with carpet and vinyl before. Carpet and vinyl was not even that bad that it need to replaced immediately after i'm moving out. Only the minor stain/Scuff Carpet had from it's installment or any other work performed by apartment management before I moved in. (Which I already mentioned in my last email) These minor stains/scuffs will be removable by professional cleaning. I added few photo as proof that carpet was neat and clean during my move out. It's that Kings court management adding unwanted repair on the top of it.
I'm willing to pay for professional cleaning cost but not for replacement of whole carpet. Usually all apartment offer a free cleaning every 2 year but Kings court never offer anything like that. I keep the apartment as neat and clean as I took the lease in the starting. 
As CTL business gave clarification about there customer service but I'm 100% sure that anyone who came to CTL management collection department was faced/will face the same issue i'm going through. They need to improve there customer service. I did little search online and found many other peoples have the same issue with management. They charge for the reason which is not fault person who living there e.g below links will explain itself:
http://reviews.birdeye.com/ctl-management-inc-[redacted]
[redacted]
[redacted]
 
 
Sincerely,[redacted]

In response to their concern with the apartment at move in and maintenance issues; before a newresident moves in to an apartment, we have all carpets and surfaces professionally cleaned. They nevervoiced any concerns of the cleanliness of the apartment during the move in walk through withmanagement or any time before their letter to you.
There have been three work orders placed since the incident in February, one was for an electricaloutlet not working and the other two were for maintenance on their smoke detectors. All issues wereaddressed and resolved within 24 hours of receiving the maintenance request and we have not receivedany other requests from them. We will be reaching out to them to ask them to report any moisture/mold issues, as that is something they should alert us to so we can take care of right away.
CTL Managemenf, Inc. also-Offers-an option in their lease to terminate early if they so choose; however,we feel all issues we have been made aware of have been address timely.Feel free to give me a call if you have any further questions.
Len M[redacted]Portfolio ManagerCTL Management, Inc.Office: (503) 245-1255