Cypress Pointe Apartments

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Cypress Pointe Apartments Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: Ms***'s move out date was 11/30/She left keys in the office and did not request an inspectionThe Statement of Security Deposit Account was mailed on 12/11/to the same address she has submitted to the Revdex.com and was not returned to the apartment officeShe made no phone inquiries as to the status of her $security deposit (which was applied to the damages in her apartment)After allowing time to respond, the remaining damage balance of $was turned over for collectionSent on: 3/23/3:00:PM

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
I also have record of my maintenance requests as well as requests that indicate we have waited several weeks for response and maintenance requests that they never entered into the systemWe kept record of all requests and how long it took for a response, if there was a responseSeveral of our maintenance requests were called in to the office staff due to needing quicker response and staff never entered those requests into the systemWe explained to the staff several times that we never received a copy of our lease after repeated requests, we also told them several times that we never received anything in the mail about renewingWhen asked why they didn't inform us of the requirement to provide notice in writing when I spoke to them in person in January and again by phone in February, they had no explanationWhen I picked up a move out checklist from *** on 4/to make sure we had taken care of everything we were responsible for before turning over keys, I informed her that she would get the keys by then end of the day on 4/I also informed her that we wanted to be present for the final walk through and asked her before leaving the office about some unresolved maintenance issues and that I did not want charges coming back to me for their negligence in getting the repairs taken care ofSpecifically a door knob that was missing from laundry room door because we could not get the door open (maintenance made aware in January 2015, and broken window track in back bedroom several maintenance requests made because issue was never properly resolved)*** assured me that we would go over any concerns/maintenance issues when we did the walk through togetherWe called Friday and Saturday numerous times to schedule the walk through but were unable to reach anyoneSo we called first thing Monday morning, and *** informed me that the walk though had already been completedI asked her why they did the walk through without us being present when we specifically discussed that we wanted to be present, she did not give me a reason why this was done without our presence and she assured me that there were no damages or cleaning issues that would require our deposit to be affectedShe said they had carpet cleaners scheduled to check carpets on Friday 5/and would know after that if we would incur any charges for carpet cleaning or damagesWhen I asked how long after that before we would receive our security deposit, *** informed me that we would not get our deposit back until after we paid days worth of rent for "breaking our lease"I asked her again why they did not instruct us of the need for a "written notice" during either conversation in January or February and she then forwarded me to *** could not provide an explanation as to why they did not clarify to us when we spoke on either occasion that in addition to our conversation we would have to provide it in writing, I also questioned why we never got a copy of our lease after several requests and she could not give a reason, and when asked why they did the walk through without us being present she could not give explanation for that eitherShe was not apologetic for any unresolved maintenance issues or for staff not communicating with us the importance of a written noticeI explained that with all of our unresolved maintenance issues we had legal right to deduct a portion of our rent but instead we paid in full every month and made sure we fulfilled our agreement of leaving the apartment in good condition upon moving outI explained that this could all be resolved with a refund of our security deposit and she continued to state that they would not return it if we did not provide days worth of rent firstI am not happy with the fact that they cannot answer any question as to why they handled the situation they way they did, why I have received information of the same problems from past tenants, and also their own staff and all *** can say in response is that in her time working there she is unaware of any of these issuesI can provide a recording of the entire conversation that occurred with *** and *** on 5/as well as any other documentation necessary to resolve our issue quickly

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Cypress Pointe Apartments Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: After researching this complaint, below is the information I was able to obtain from our records: The resident moved in in June 2013 paying a nonrefundable $350 pet fee and a $100 security deposit. The carpet was replaced in June 2013, prior to their move in and had to be replaced again in July 2015 after their move out. The move in condition for which was filled out at move in and signed by all parties, did not indicate any stains/spots on the carpet. During their 2 years of living at the community, only 6 service requests were reported (including 1 hear & 1 tile repair). Due to no multiple reports of these issues, it indicates that the necessary repairs were made. It is very important to us that we complete requests in a timely fashion and to the satisfaction of the resident. Management is unsure why an inspection was not done with the resident at move out, as this is what the procedure is, especially when the resident requests one. It is the policy that pictures be taken to record any damages at move out. Upon researching our system, it was discovered that the pictures of this apartment were deleted upon installation of a new computer. Due to this, we are willing to write off the damages and contact the collection company to do the same. Sent on: 5/17/2016 10:21:20 AM

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Cypress Pointe Apartments
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]...

[redacted]
Staff Member:
Response:
Because some of the information that was provided to the Revdex.com was not shared with either the property manager or the district manager, a phone message was left for the resident in an attempt to get further clarification and to, hopefully resolve the issue. To date, no return phone call has been made by the resident.
Sent on: 5/21/2015 1:37:47 PM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Cypress Pointe Apartments Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: Ms. [redacted]'s move out date was 11/30/2015. She left keys in the office and did not request an inspection. The Statement of Security Deposit Account was mailed on 12/11/15 to the same address she has submitted to the Revdex.com and was not returned to the apartment office. She made no phone inquiries as to the status of her $100 security deposit (which was applied to the damages in her apartment). After allowing time to respond, the remaining damage balance of $265 was turned over for collection. Sent on: 3/23/2016 3:00:51 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
 
This is getting ridiculous. I spoke to [redacted] in person on 4/28 and let her know we were to be present for the walk through. I still have the walk through inspection paper that she signed and dated on 4/28! She also mentioned during this same conversation we would discuss any maintenance issues that were not tended to before we moved out to ensure we were not charged for anything related to those issues. We called several times over the weekend but did not get an answer, so we called first thing Monday morning to get the walk through scheduled. They were fully aware that we were to be present for the walk through. There was also another employee in the office that can witness this conversation. As far as when the key was dropped off, we spoke to the office the day of and they told us to drop it off before the end of the night and there would be no charge for the next day. We verified this several times over the phone to be sure there was no issue. They assured us there would be no problem. Now they are just grasping for straws to find any reason to avoid giving us our security deposit back. I have documents for all correspondence via email with the regional manager, and apartment manager about our complaints for maintenance issues that were not tended to. I also have all printed documents of every maintenance request that took anywhere from 2 weeks to more than 5 months to be addressed, as well as issues that were never addressed. This documentation goes back to our move in date. Bottom line we left the apartment in move in ready condition, they rented it within 20 days and the reason for that is to perform the basic painting, carpet cleaning that they do before any new move in. And they had maintenance repairs to take care of that were never repaired before we moved out. We will be satisfied when we receive our security deposit refunded in full.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Business Response to a
Complaint


Complaint
ID#:


[redacted]




Company
Name:
...



Cypress
Pointe Apartments




Company
Contact:


Karen
McClure




Company
Phone:


[redacted]




Company
Email:


[redacted]




Person
Who Sent the Complaint:





Staff
Member:



Response:
After
researching the issues in the complaint, the following is what was found: All
service requests are recorded in our system with a date submitted and a date
completed. Research indicated that service requests were completed, on average
within a week of being submitted. The exceptions to this were when the resident
requested a specific day and time or it was necessary to contact an outside
vendor to make a repair. The property does have several carport parking spaces
and residents are assigned those with an additional fee. Together the office
and the courtesy officer assist any resident who reports someone parking in
their assigned space. Our contact with offenders, usually corrects persons
parking in spaces that are not assigned. A review of the resident file shows
that the resident/residents acknowledged that it was necessary that a minimum
60 day written notice be submitted in advance of move out date. It also states
that oral notices will not be accepted. In addition, on February 10, 2015 a
renewal notice was mailed to the resident/residents which also indicated the
need for a 60 day written notice. Written notice was not received from the
resident/residents until April 22, 2015 for a lease that was to end April 30,
2015. The desired outcome from the complainant is for the property to accept a
verbal notice that is specifically addressed in both leases that were signed.
Deposits are always refunded if a lease agreement is fulfilled and there are no
damages.
Sent on:
5/1/2015 4:59:16 PM

Business Response to a
Complaint


Complaint
ID#:


[redacted]




Company
Name:


Cypress
Pointe Apartments




Company
Contact:


[redacted]




Company
Phone:


[redacted]




Company
Email:


[redacted]




Person
Who Sent the Complaint:


[redacted]




Staff
Member:



Response:
This
resident left the keys after the office was closed. After checking with our
answering service, there were no messages from the resident indicating a
request for a time for a walk thru. The staff was able to re-rent the apartment
for a move in that reduced the required 60 day notice to just 20 days. This
reduces the amount that would have been required by the lease that was signed.
Sent on:
5/14/2015 4:33:10 PM

Revdex.com:
I have received response from the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  They have agreed to reduce my notice period to 30 days instead of 60 as a customer service gesture related to the magnitude challenges associated with my move in. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]