CWS Apartment Homes LLC

This resident was charged an insufficient notice fee because she didn't fulfill her 60 day obligation.  She states she gave Mansion a formal notice however we are not able to locate it nor was she able to provide a copy.  Her lease expired 7/7/14 which caused her rate to roll over to the...

month to month amount from 7/8 though 7/21.  She only paid her leased rate instead of the month to month rate so late fees were charged because her account was not paid in full.  This resident also tried to dispute this with Gables but unfortunately these fees still stand.  We apologize the resident is not satisfied with the outcome and we hope we are able to come to some kind of agreement in the future.

We apologize this has been your experience with the new management company, however we have not managed this property since February 2016.  Please reach out to the new management company and hopefully they can take care of your concern.  Thank you.

Complaint: [redacted]
 
I am rejecting this response because:I gave the notice on May 7th 2016 to vacate the apartment on July 24th, with a reason loss of job. A management representative asked for a proof of loss of job that was sent on May 16th.  Attached is a letter from HR that was sent.  No one contacted me from management.  I sent an email on May 20th, 2016 mentioning that I was leaving the country after vacating the apartment and requesting to explain the formalities for vacating.  Nobody from management responded.  I sent another email on June 7th reminding my earlier email and notice.  A management representative called me about the notice.  She said since this was an unexpected job loss and I had given enough notice and proof, I would not be charged with any penalty or other charges. Whatever comes in the statement for July, that's all I had to pay.  I was very much surprised as I was willing to pay 85% of the month's rent as a penalty.  After giving the notice to vacate till my last day of stay, I received 3 account statements, one on May 19th to pay rent for full month's rent for June along with water charges for April, one on June 17th to pay partial rent (July 1st through 24th)along with water charges for May, and on July 19th for water charges for the month of June.  I have included the statements in the attached Statement of Charges document.  I left the apartment on July 24th.  I received 'Final Account Statement' from the apartment on July 29th for water charges for the partial month of July that I promptly paid as shown in the attached Final Account Statement document.  Since the apartment manager had told that there would not be any penalty or other charges, Final Account Balance was paid off and everything was settled.Apartment sent another Final Account Statement on September 16th asking me to pay $2328.  Now the response from the apartment is that I owe them $1710.28. I strongly believe that these charges are arbitrary.  Also, my discussion with the manager on June 7th is totally different than what the response says.  Hence I reject the response.  I am still willing to pay 85% of the month's rent but it was never sent to me in any of the statements that came in after the notice date of May 7th until I left the apartment on July 24th or until I received the Final Account Statement on July 29th. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the business did not include any solution or did not contact me.
Regards,
[redacted]

Dear [redacted]
I have attached your Final Account Statement, dated December 30, 2017 that reflects a zero balance.   It would be my intent that you would be able to use the attached to clear up any miscommunication.  Thank you for allowing us to help satisfy any confusion.    [redacted]
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Attached is a copy of the move in inventory and checklist that was completed by the resident.  There is a place for "refrigerator, trays, shelves" that did not notate any damage.  In regards to the resident wanting to break her lease, all residents are given the option to pay rent the first of every month until it is re-leased, however if not, then it is reported to the collection agency.  This is standard with all residents.  If the resident wishes to purchase a home, the cost of breaking a lease is the same for anyone and everyone as outlined in the lease agreement.

Unfortunately, until we have the name of the community or a physical address of where this complaint occurred, we cannot help get this complaint resolved.  If the address where this issued occurred was given in the consumer information, CWS Apartment Homes does not own or manage that community.

On March 10th, 2017, [redacted] emailed the community director stating the gate snapped back and damaged her vehicle. [redacted] mentioned the date was a Wednesday but did not specify a date or time. The community director emailed [redacted] back on 03/14 and asked for a date and time so that the...

camera footage could be reviewed. She was also asked to contact her insurance provider. [redacted] replied back on 03/15 and stated the incident happened on 03/08 around 9:30ish. The community director emailed her back the following day and informed her the footage shows she was extremely close to the gate as she drove in and seems she caused the damage to her own vehicle. [redacted] requested to view the footage, however the community director was at a monthly meeting on 03/17 and not available. On 03/21 the community director informed [redacted] he was not able to access the footage as it would only allow us to go back 10 days. [redacted] was informed the vendor who monitors our cameras was contacted that same day. A technician came out on 03/24 and checked our system. We were told the hard drives on the system are functioning properly for storage and the system does not report any errors in the disk “Hard drive”, however it is at 99% capacity and overwriting old video footage as it should do to save new video. Video footage for 3/8 is not available as it has been overwritten to allow new video data to be saved on the hard drive.The gate was last tested and inspected by [redacted] on 03/03. They confirmed the gate was functioning properly.

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.

We would love to be able to assist you given this situation, however I am not sure which property you are referring to.  Please let us know the name and address of the property you had your experience at and we will be more than happy to look into this matter further.

Complaint: [redacted]
I accept the apology and the credit back to our account regarding the charges for an additional two days of rent and water charges.  We look forward to receiving a check back from CWS with the remainder of our security deposit.  I can no longer access the online resident account system to see whether the credit has been applied and hope that we will receive the check in a reasonable time. 
We reject the business' response to the utility charges.  We turned in all our keys and keycards on 8/8/2014.  Before departing, we turned off the refrigerator and AC.  It is unlikely that the empty apartment unit, with no AC or refrigerator running, would use $50.65 in electricity from 8/13-9/11, as stated in the electric cost recovery bill.  This is nearly the average monthly electric usage for the three previous months while it was occupied and fully used ($79.53 average, $60.98 low, $90.86 high).  We understand that we are responsible for having the unit's electric service in our name until the end of our lease according to the lease.  What we protest is the large electricity bill that we are being held responsible for a period when we had entirely no access to the unit and it was purportedly empty and unused.  The complex's electricity charges are 64% of the average electric costs while we resided there.  It is unlikely that an empty apartment, with AC and refrigerator turned off, would use 64% of the electricity used when it was fully occupied with AC running. I am unconvinced that the apartment complex did not access our apartment to begin renovations during this period, as the [redacted] suggested she planned on doing when we returned our keys and key cards, given the large electricity bill they are holding us accountable for.  We were surprised that the empty unit would use any electricity at all, let alone 64% of our average electricity usage of the three previous months.     
Regards,
[redacted]

1) They did supply an itemized list of claimed "carpet" damages, signed under penalties of perjury, itemizing in precise detail the nature of the alleged damage and the repair necessary to fix claimed damage, with written evidence, such as estimates, bills, invoices, or receipts, indicating the actual or estimated repair cost, within 30 days of termination of the end of the tenancy. They did not supply this because they are being dishonest about the alleged carpet damage. --->  CWS RESPONSE: Attached is the invoice from a carpet company for the carpet that was installed prior to her move in 2014.  Also attached is the estimate and replacement invoice from a carpet company due to pet damage.2) I never verbally admitted to receiving a 60 day notice to vacate, because I never received it at all. ---> CWS RESPONSE: The previous attachment shows on 2/9/15 where a renewal was printed out. And reminders were sent out on 2/23/15, 3/13/15 & 3/17/15. Also attached is the lease agreement electronically signed by the resident.  In paragraph 3 on the first page of the agreement is states "This Lease Contract will automatically renew month-to-month unless either party gives at lease 60 days written notice of termination or intent to move-out as required by paragraph 37."3)SoNa apartments and CWS LLC stated that they would not double lease, but it is evident in their response that they did.---> CWS RESPONSE: The first time the apartment was leased was on 4/5/15 and was canceled on 4/7/15.  The second time the apartment was leased was on 5/6/15 and was canceled on 5/20/15.  The apartment would not have been online during those two time periods.  Attached is our yieldstar availability records showing the dates between this resident's move out date the the time the unit was leased in both instances showing her apartment online.4)Once the so-called resident signed the lease agreement, I was not to be held accountable for that period according to both verbal and written agreement, which was the purpose of moving out of my apartment sooner. ---> CWS RESPONSE: As stated previously, the resident is responsible until the future resident moves in. Unfortunately, because both residents canceled and never moved in that still makes her responsible. 5)It is evident that they quoted my neighbor more and are tried to come up with an excuse, which is inexcusable. - ---> CWS RESPONSE: Unfortunately, because of the length of time the apartment sat vacant the price of the apartment increased. It works the same with all of our communities across the country. We would be more than happy to educate the resident on how this process works if she would like. 6)They never advertised my apartment as available online at all. ---> CWS RESPONSE: Both residents who leased the apartment and then canceled applied online. Had the apartment not been available online, this would have been impossible. Once the apartment is leased, it is pulled offline to prevent double leasing. Again, the attached shows the yieldstar pricing which shows it was available online at the time the unit was priced.

We have been in direct contact with this resident and reversed all the fines and fees that were posted to her account.

Revdex.com:
I have received direct communication from [redacted] [redacted] the lawyers of [redacted] . They have forwarded a copy to you as well. They wanted that I should communicate with them directly to resolve the dispute. However I would like Revdex.com to look after our interest in case they do not agree to what they have offered in their letter to amicably settle the dispute completely.The total amount after revised calculation is coming to$3215.41 plus    125.19 bal due for utilities etc.The total comes to $3340.60out of this I will pay $1507.60Please note that I have already paid $1000 as deposit in advance. I am ready to pay the balance amount of $507 immediately to settle the account.If principally they agree then I will remove all the complaints from the internet .I will need a letter from them confirming no dues from us after they receive the payment.They will instruct national credit system accordingly. also remove any reportings to the credit agencies. Thank you.Sincerely [redacted]   
Regards,
[redacted]

We sincerely apologize for the confusion regarding this resident's move out charges.  Our Assistant Community Director has been in constant communication with this resident.  The move out charges have always been $611.70.  A large portion of that amount was her final utility bill for...

$169.40.  The total move out charges are $442.30.  These charges were due to the condition the apartment was in after move out which was far beyond normal wear and tear.  The final account statement, pictures of the apartment and the invoice from the paint company are all attached.Furthermore, based on the research of all work orders submitted in the past for this unit, they were all successfully completed.

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. The company in question has done zero research to satisfy the minimum requirements to satisfy a response but in an attempt to find a resolution I will provide details that this business has in their possession. The question is about which property [redacted] was managing when they incorrectly charged me and filed a negative credit report against me was located at [redacted] when it was under [redacted] management called [redacted] final bill dated Dec 9, 2015 I paid in full Dec 1, 2015.
Very Truly Yours,
[redacted]

We have already been in contact with this resident regarding his complaints.  Per the report provided by the Texas Mold Inspection Service, this resident will need to fully vacate his unit to remedy this situation (reports attached).  We have offered moving services and hotel stays, both...

of which the resident has refused.Tell us why here...

As shown in the attached document, the first time the resident was contacted was on December 14, 2015.  He also signed the addendum to the lease agreement that states renter's insurance is a requirement.  We have heard Mr. [redacted] request and understand his frustration.  However, we will not be waiving the renter's insurance fee, because to do so would effectively discriminate against all other residents who have been charged the fee under the same circumstances.  We sincerely apologize we are not able to grant Mr. [redacted] request.

Hello [redacted] In order for me to help with resolution to your request can you please provide the name of the [redacted] community you lived at. Thank you,[redacted]

We have been in constant communication with this resident. She is correct that she has had multiple work orders about her AC, we have addressed the issue each time, but the AC would work for a short period of time, and stop working again. We are working as hard as we can to fix this problem. ...

When another report came in that the AC was again not working, we called out our most experienced maintenance team member in the Atlanta region. When he came out he found the problem and repaired it. It then went out again.This week we had two Maintenance Directors working on the AC for several hours where they made several repairs. The resident was home the entire time and in communication with them throughout the process.  We will continue to be in contact with this resident to ensure her AC is working properly.