CWS Apartment Homes LLC

After an internal investigation into this resident's lease, there was a keying error made by CWS regarding the notice to vacate date We sincerely apologize for the confusion and inconvenience CWS will contact the resident and credit them back for the two extra days charged to the account However, regarding the utility charges, copies of the resident's lease, service billing and utility billing addendum are attached The resident will be responsible for all utilities in the apartment until her lease end date (which is 9/9/after being adjusted) regardless of whether or not the resident is residing in the unit Renovations on this resident's unit did not start until the week of 9/15/and the apartment was not entered until that time

Complaint: [redacted] I am rejecting this response because: We saw the column yes, but didn't know it was the same in the new apartment, and if you add this to all, is not goodBut is ok, at least I hope you get me the deposit,, even if is a third person agreementI did business with you and a deposit generally is for any case that the person do not pay the rent, but we did not even live one day there, so why they have to keep my deposit third person or notI know that the application fees normally leaser dot give it back but not the depositThank you for the response Regards, [redacted] ***

We were able to resolve the issue with this resident and they were able to keep the parking they were originally parking inThe property sold yesterday but the residents were contacted verbally

The refund has been submitted to our accounting department Regarding the utility charges, unfortunately we will need to hold the resident to the terms of their lease agreement We apologize that this was not the response you were hoping for

Complaint: ***
I am rejecting this response because:
Firstly, we have not yet been contacted by CWS Apartments regarding extra two days of rent charges and have not yet received a refund from the company. A PDF of our account history is attached, which shows that our security deposit of $was returned on 9/13/2014. Once our account is adjusted for the extra two days of rent and water charges (as the company as agreed to refund already), we should get part of our security deposit back.
Secondly, I am rejecting this response to the utility charges. I do not believe that representatives of Marquis Midtown West did not enter our unit until the week of 9/15, as the previous correspondence states. Our security deposit was returned on 9/13/(See the attached account history taken from the online resident website). In my ample experience with apartment complexes, I have never heard of an apartment complex failing to inspect a unit thoroughly before returning (or keeping) the security deposit. Likewise, on the day of our departure, a Friday, the *** said that a maintenance person would come to inspect our unit that day if we moved out before the office closed. If we moved out later, the unit would be inspected on Monday. This is in direct conflict with the previous correspondence from CWS Apartments
Lastly, in a phone conversation with the *** of Marquis Midtown West in efforts to clarify and resolve the extra two days of charges on 9/29/2014, she said that she made her best efforts to rent out the apartment after it was empty, but while still on our account, as once a new tenant took on the apartment, our obligations to it would end. I appreciate her efforts to get a new tenant into the apartment before our obligations ended. Her efforts were unsuccessful, but I do believe that they would involve the complex inspecting the unit to assess its condition and to possibly show the unit
As said before, I find it unlikely that an empty unit with lights, AC, and refrigerator turned off as we left it would require such a large amount of electricity. I would be willing to consider a reduction of the utility charges, as we should have maintained the utility account for longer as the lease states. I still object to other individuals entering the unit, using the electricity, and my husband and I footing the bill. I am unconvinced by the information provided by CWS Apartments that no individuals entered our unit until the week of 9/15/or later
Regards,
*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The business is not upholding their own policyMy application was for a unit I did not receive nor given any notice of whatsoeverMy deposit was for that unit and that is what I am demanding be refunded
Regards,
*** ***

Unfortunately, regardless of the acceptance status the application fees are never refundable and that has always been the policy. Attached is a copy of the resident's application. Under section on page three in the third paragraph it states "Applicant will have hours after
submitting this application to withdraw the application and receive a full refund of the Good Faith Deposit. The notice of withdrawal must be in writing. The application fees, however, are non-refundable." This page was signed and dated by the applicant

Complaint: ***
I am rejecting this response because: Yes this is a CWS apartment homethis is the adress, the adress that I did give before was for the administrations offices, but this is the place for the intent of rent.MARQUIS AT VOLENTE*** *** *** ***
*** ** ***
***
Regards,
*** ***

Unfortunately, we have our attorney working with this resident on this matter and cannot comment any further

In response to Ms ***'s complaintMs *** is being charged for electric
services that were not transferred to her name after her move in dateAt the
first point of contact with Ms ***, she was informed that if she provides proof
of electric service for the same dates of
the bill that was being charged to
her, we would waive the charges for electricityIn addition, she asked her for
proof that she had transferred her service within the first days after her
move in date to remove the $penaltyMs*** did provide proof of
transferred service, however the electric bill provided was for her previous
addressThe $penalty fee was waived, but the charge for usage was notWe
then received a second electric bill and again I asked her for proof of
electrical service for the dates in questionMs*** has sent snap shots
of invoices, however we have replied to Ms *** that the snap shots are not
sufficient enough for to remove the electrical charges because it does not show
a service address. We explained to Ms *** that we would need the entire bill,
preferably a PDF copy, so that the service address on the bill is visible and we can
match the service dates. The Community *** responded on 10/30/by email
that the community still has not received an adequate copy of a bill to be able to
resolve this matter. We are very willing to help resolve this issue and hope that Ms *** is
able to provide a PDF copy of her electric bill as soon as possible that shows the
service address

In regards to the application process, this resident filled out the wrong paperwork for her original application so unfortunately, in order to get her screened properly, she was required to go through the process a second time at which time she was approved Regarding the column on the patio, this is standard with all of the patios in this community She was able to see the patio when she toured the two bedroom unit. She was able to cancel her lease using the day guarantee, and we have already processed her refund for the rent. Regardless of whether the resident chooses to lease at our property or not, the administrative and application fee are never refundable This is stated on the Rental Criteria for CWS Apartment Homes, LLC document that the resident signed on the second page (Criteria) in paragraph (Application Fee, Administrative Fee and Sure Deposit) This signed document is attached.We are looking into getting the SureDeposit refunded SureDeposit is a third party company so we are able to refund that money back ourselves, however we are doing everything we can to help her with this.Please let me know if you have any questions!***

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
Regards,
*** ***

As much as we understand the resident's frustration, we will still hold the resident responsible for the utilities for the entire contract. The CWS team did not enter the unit until the week of September 15th. Attached is the walk sheet showing the make ready walk was not completed until 10/1/after the renovations that started the week of September 15th. We apologize for the inconvenience

Complaint: ***
I am rejecting this response because:Information was given to the property management, Hotel name, Hotel phone number and the name of the person I talked toI had a reservation pending and the manager never calledTo say I refused hotel help is outrageousAfter talking to her Risk people she revoked the offerAfter being promised another Hotel later that day she left property without and information to us at all. I refuse to debate this any longer in this public forum but I assure you this complaint has not been handled and I have agreed to move to another unitI cannot talk about this matter any longer because of legal issues this company has decided to takeWhat a shame!
Regards,
*** ***

In regards to *** *** concerns, these were being dealt with up to two days prior to this complaint being filed. Until now, there was no indication there was mold in the unit. Attached is the most recent workorder completed by our staff regarding this resident's complaints.
All complaints were referring to mildew that had built up in the unit. Our Regional Director has been in contact and will continue to be in contact with this resident going forward

We have forwarded this information to our attorney so all future communication will need to be through him.

The property sent 4 renewal offers and 3 renewal remindersto her via email/door between 02/09/2015 to 03/17/2015. This allowed [redacted]sufficient time to provide her 60 day notice required for move out. When[redacted] came in to the office and spoke to us in person at the end ofMarch, she...

expressed verbally she had received these notices and did not lookover them thoroughly.  We pulled up theletters sent to her and showed her where the compliance for a 60 day notice wasnotated on the letters sent to her. We informed her that the month to monthrate that was listed on the letters sent to her would apply and when she wasmade aware of this, again stated that she did not see the verbiage about it,when she looked over the letter when she received it. She was not forced togive a 30 day notice upon going month to month. The lease states we require a60 days written notice of intent to vacate, but we consistently allow all of myresidents to supply a 30 days written notice of intent to vacate when they areon month to month status. Her lease was expiring on 04/21/2015. She gave noticeon 03/24/2015. It was a cheaper option for her to give us a 30 day writtennotice upon her lease falling into a month to month status, than it was for herto supply a full 60 day notice, like her lease states is required. It was an optionwe offered for her to take so she would not have to pay any additional rent.Upon her moving out on 05/09/2015, her apartment home went onlineand was available to lease online. We have leased her apartment home twice since shehas moved out. Once prior to her move out on 04/07 and again after her movingout on 05/05. The initial applicant was an on-site transfer, whom [redacted] statedshe spoke with about her former apartment home. The quote the current residentreceived was at a higher cost because he wanted to move in on                 05/30/2015.Our pricing software we use to generate quotes for apartments available is focusedon reducing the amount vacancy we have consistently; therefore it will increasethe rate on an apartment available the later out the date of move in is pushedout. The other reason why the rate was higher on her apartment home at thattime the current resident booked his on-site transfer was due to lack ofavailability on her particular apartment home floorplan at that time. Her apartmentwas the only one available in our B2 floorplan at the time the current residentbooked. Lower supply of a floorplan can also contribute to the rate increasingon a unit/floorplan group. The current resident ended up booking her apartmentfor on-site transfer and told us he was comfortable with the rate he wasoffered.  He ended up cancelling a fewdays later because his wife decided the floorplan was not actually going towork for them. When an apartment home is leased it will not appear available onlineas available to lease. The apartment went back on the the market when he cancelledon 04/09/2015 and was leased for the second time on 05/05. We would never go outof our way to not sell an apartment home. So from 05/11-05/20, when she waslooking for her apartment online, it was leased the whole time. Thus, ouronline availability would not show her unit online for her to see during thatperiod. When the second applicant came to move in on 05/20/2015, she decided tocancel and apply at one of our other CWS communities because she wanted a largerfloorplan. As far as her final account statement charges are concerned,we charged until the date the notice was provided for which was the 21st. Both our Regional Director and CommunityDirector informed her there was no guarantee we could get someone to move intoher unit prior to the date her notice was given for, but we would do our best todo so and feel we did. The only damage charges we charge the resident for inher former apartment #[redacted] were for the carpet replacement charges we incurredthat due to pet damages and have documentation to support this charge. Hercarpet was new when she moved in and was only a year old upon move out. We onlycharged the prorated amount for the remaining life of the carpet we lost. Wehave a bid for replacement as well as both invoices, one before her move in andone after move out.

Complaint: [redacted]
I am rejecting this response because:Although the dates that we spoke are correct, there is truth missing to what was said. As the note states, the first I was contacted was on 1/28 to discuss the rental insurance. This was the first I became aware that the proof of insurance was needed. I spoke to [redacted] on 2/4 an explained that it will take a few days to provide the proof of rental insurance and asked [redacted] if I brought it in would they waive the fee. [redacted] stated that she would waive the fees. [redacted] did not discuss any additional late fees at this point. On 2/9 I provided the proof of insurance to the office and asked to have [redacted] call me. I did not hear from [redacted] as I asked and called in to speak with her. I told her that I brought in what was required and asked to have the fee removed. She explained to me that she would not be waiving the fee and that if it was not paid than the would be forced to proceed with the eviction process. I never told her that I was going to speak to corporate. On 2/10 I spoke to corporate in Austin and they explained that it is not their practice to waive fees. I informed them that [redacted] verbalized with me that the fee would be waived and expressed to her that I feel a verbal agreement should be honored. She told me that she could not do that and that she will have a discussion with [redacted] about making such claims. Later that day [redacted] came to the apartment and I introduced myself. At this point I was receiving daily late fees and the property sent a date of eviction note if rent was not paid. I never apologized to Allison. I told her that I discussed the situation with the roommate and we decided to make payment on the rent. What choice did I have at that point? They were charging me fees daily. She explained that she would unlock my account so I could make payment. I felt discussing matters with the property at this point were exhausted. I never threatened to write a bad review online. If that were the case than I would have done so. I feel disputing the matter with an accredited organization such as the Revdex.com was the more amicable thing to do. Since posting a complaint, [redacted] has left a message and I have returned her call. I have not heard from anyone since.
Regards,
[redacted]

We were able to resolve the issue with this resident and they were able to keep the parking they were originally parking in. The property sold yesterday but the residents were contacted verbally.

After an internal investigation into this resident's lease, there was a keying error made by CWS regarding the notice to vacate date.  We sincerely apologize for the confusion and inconvenience.  CWS will contact the resident and credit them back for the two extra days...

charged to the account.  However, regarding the utility charges, copies of the resident's lease, service billing and utility billing addendum are attached.  The resident will be responsible for all utilities in the apartment until her lease end date (which is 9/9/14 after being adjusted) regardless of whether or not the resident is residing in the unit.  Renovations on this resident's unit did not start until the week of 9/15/14 and the apartment was not entered until that time.