Domain at Cleveland

From: [redacted] Date: Thu, Oct 15, at 3:PMSubject: Complaint ID [redacted] To: [redacted] Good afternoon [redacted] ,I received a letter from the Revdex.com dated October 12th regarding a complaint by [redacted] about the Domain at Cleveland I wasn't able to respond to the complaint on your website so I was instructed to go ahead and email you directly regarding the complaint.To give you some background, the Domain at Cleveland is one of the newest acquisitions for Asset Campus Housing which is largest student housing company in the country, based out of Houston Texas They acquired the former Heritage Hall from Cleveland State University at the end of April which hopes of restoring it to historical specs dictated by the city planners The intent was to create a contemporary, modern student living experience while preserving the landmark building that was the downtown YMCA built in Our company began marketing the Domain in Cleveland in May (at the urging of CSU) because an agreement was reached to offer unrenovated units to students due to the critical shortage of housing in downtown Cleveland Our intent was to commence renovations for the building this past summer however there were complications with the deal between our developers and the city planners As a result, the renovations were delayed by a couple months until a new architect could complete a new design for the building When we marketed and toured prospects for the Domain, we made it VERY CLEAR that the extremely low rent (starting at $a month including all utilities) was for the UNRENOVATED units In fact, our model unit was an unrenovated unit so we could show prospects exactly what they were moving into on August 25th Our plan is to renovate a floor at a time (we left one floor empty) Once that floor was complete we would move all the residents below that floor into the newly renovated units Then we would renovate that floor and move residents accordingly until everyone is moved into a new unit This, again, was communicated CLEARLY to every prospect that came to tour with us or called us before we would sign their lease For the inconvenience of having to move to a new unit in the middle of the year, we would NOT raise their rent to market value for the entirety of their lease So in essence, they would be living for some period of time in a new renovated luxury efficient unit for the same price and they were paying for living in the old oneFurthermore, when we learned of the delays for renovations on our amenity spaces, my staff personally called every signed lease holder over the summer to explain of the slight delays we were having so that no one was caught off guard when they moved in The reality is that renovations have in fact started since August We have replaced all door locks with state-of-the-art electronic locks We have replaced entrance doors and installed a new video surveillance system Contractors have been working on major repairs on the roof, which is desperately needed The new wiring for our new internet/cable is currently being set up in the building While I'm not permitted to give anyone an actual start date for the rooms I can say that it will start very soon and the work will be done quickly We've spoken to the complainant already in the past and explained all of this She is only interested in getting reduced rent which is not going to happen There is nothing in her lease stating anything about renovations and her lease price being tied to the schedule of renovations We have been extremely forthcoming and transparent about what we are trying to do here and have communicated that with all our residents People are excited about what we doing but also expect it can be done with a wave of a wand instantaneously Unfortunately when working with a building that is over years old and with politically charged city officials, there will be delays.Again, I want to reiterate that our renovations have begun and are underway ACH has a good working relationship with the Revdex.com In fact, my last property in Kent was accredited with the Revdex.com in an effort to constantly improve our product and our service If you have any questions regarding the Domain at Cleveland I'd be happy to talk to you about what truly will be a unique and exciting living experience in downtown Cleveland.Sincerely,Dave-- David S [redacted] General ManagerThe Domain at Cleveland [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Domain offered me no closure.  In July (2015) Sam, The Domain's representative (and probably commissioned sales person) assured me repeatedly over a two or so week time period that all the amenities and improvements should be in place by the first part of August and definitely all amenities (rooms, lounge, study areas, exercise room, etc.) by the August 15th move in date.  Sam's assurances were repeated by John, another Domain representative.  Unfortunately, these two gentlemen were busy telling falsehoods (to gain a commission?).  My grandson (a minor at the time) opted to live at The Domain instead of the [redacted] because The Domain was essentially right on campus while he would have had a brief bus ride from the [redacted] site.  Rents at the [redacted] are comparable.  My grandson was never shown an apartment at The Domain, but he was dazzled by the pictures of what was to be.  I spoke with The Domain spokesmen in late August and discovered that no study areas were open, the fitness center was not open, the lounge was not open and the internet connection and WiFi service was the old "blue Ethernet"  and that there was no computer center.  To address these issues, I was told the renters could readily access CSU's print center and fitness center.  I was also assured in late July that although the official move in date was August 15th, that my grandson could move in anytime after August 1 whenever his apartment (not yet assigned) was ready.Lack of progress in renovation was blamed on switching contractors.In September, I spoke with Domain Leasing Manager Mary who assured me that renovations would begin at the end of September and that rooms would be renovated on one floor and residents moved there and then renovations would begin on another floor, etc. with all renovations to be completed in December - including all the first floor amenities.  According to Mary, the delay came about because new windows were to be installed and the building would then lose its historical or heritage designation.  She also said that renovations could not be done without the approval of the "Y" - with whom they "share" the building.  All in all, I have been given one excuse after another by representatives from The Domain - all of whom were careful to make certain all promises were merely verbal.  Unfortunately, I was unable to fly to Cleveland to assist my grandson in person (due to my husband acquiring an infection in hospital) as I normally would have done.  Therefore I relied on The Domain spokespersons - and was, as they say, led down the primrose path - if not out and out lied to.Thanks for your assistance.  It looks like there is nothing more that you can do other than note that this matter was not closed to client's satisfaction.Incidentally, when the rooms/apartments at 2200 Prospect were rented out (prior to acquisition by The Domain) the rents were in the low $400s.Regards,
[redacted]

---------- Forwarded message ----------From: David S[redacted] <ds[redacted]@achliving.com>Date: Thu, Jun 2, 2016 at 2:13 PMSubject: Re: Revdex.com Message re: Active ComplaintTo: [redacted] <[redacted]@cleveland.Revdex.com.org>Good afternoon Ms. [redacted]-Thank you for forwarding me the complaint (ID [redacted])...

from Mr. [redacted] regarding his experience at the Domain at Cleveland.  As always, we have strived to be as transparent as possible with the Revdex.com and with all of our residents during this renovation year.In regards to Mr. [redacted]'s concerns, I want to state that we have communicated to all of our residents many times via email, letter, texting, and phone calls in regards to our renovation progress and delays.  I've personally invited and spoken to residents to come and speak with me in my office regarding their concerns throughout the course of the year as we understand that the delay in progress was frustrating to our residents.As I've stated before in previous correspondence to the Revdex.com, the rent amount for all of our units was based on UNRENOVATED rates which was what CSU had charged the previous year.  There was no increase in rates at any time during the course of the year even though upgrades were made throughout the months that renovations commenced.  This was made abundantly clear on every tour and everyone we spoke with on the phone who was interested in living here.  We kept the rates the same because we could not guarantee that renovations would be completed quickly and we would have had to move residents to new rooms at some point during the year which would have been a major inconvenience.  Our initial advertising via our website came directly from corporate headquarters in Houston, Texas who operated under the assumption that all renovations would be completed during the year.  The Domain properties under our company portfolio are considered our premier luxury properties and the corporate marketing reflected that.  As such, when we experienced renovations delays (due to city permitting issues) we communicated with our residents as to the circumstances and issues.  At no time did we ever discourage open communication between my staff and our valued residents.  I am not sure why Mr. [redacted] felt he would have been retaliated against for expressing concerns to our staff as we have always welcomed feedback (both positive and negative).  Now that our renovations will be complete the market value for our units has increased which is reflected by our new rental rates.  When compared to last year's rates, those residents received an amazing deal for an entire year.  $630 a month INCLUDING all utilities and high speed internet and premium channel cable only one block from CSU campus is unheard of in this area.  As such, no adjustments on rent would be justified by these residents as they were already receiving a discounted rent amount for an entire academic year.Thank you for bringing this complaint to my attention as I am always happy to answer any questions regarding the Domain at Cleveland.  David S[redacted]General ManagerDomain at Cleveland

From: [redacted]Date: Thu, Oct 15, 2015 at 3:19 PMSubject: Complaint ID [redacted]To: [redacted]Good afternoon [redacted],I received a letter from the Revdex.com dated October 12th regarding a complaint by [redacted] about the Domain at Cleveland.  I wasn't able...

to respond to the complaint on your website so I was instructed to go ahead and email you directly regarding the complaint.To give you some background, the Domain at Cleveland is one of the newest acquisitions for Asset Campus Housing which is largest student housing company in the country, based out of Houston Texas.  They acquired the former Heritage Hall from Cleveland State University at the end of April 2015 which hopes of restoring it to historical specs dictated by the city planners.  The intent was to create a contemporary, modern student living experience while preserving the landmark building that was the downtown YMCA built in 1911.  Our company began marketing the Domain in Cleveland in May (at the urging of CSU) because an agreement was reached to offer unrenovated units to students due to the critical shortage of housing in downtown Cleveland.  Our intent was to commence renovations for the building this past summer however there were complications with the deal between our developers and the city planners.  As a result, the renovations were delayed by a couple months until a new architect could complete a new design for the building.  When we marketed and toured prospects for the Domain, we made it VERY CLEAR that the extremely low rent (starting at $565 a month including all utilities) was for the UNRENOVATED units.  In fact, our model unit was an unrenovated unit so we could show prospects exactly what they were moving into on August 25th.  Our plan is to renovate a floor at a time (we left one floor empty).  Once that floor was complete we would move all the residents below that floor into the newly renovated units.  Then we would renovate that floor and move residents accordingly until everyone is moved into a new unit.  This, again, was communicated CLEARLY to every prospect that came to tour with us or called us before we would sign their lease.  For the inconvenience of having to move to a new unit in the middle of the year, we would NOT raise their rent to market value for the entirety of their lease.  So in essence, they would be living for some period of time in a new renovated luxury efficient unit for the same price and they were paying for living in the old one. Furthermore, when we learned of the delays for renovations on our amenity spaces, my staff personally called every signed lease holder over the summer to explain of the slight delays we were having so that no one was caught off guard when they moved in.  The reality is that renovations have in fact started since August.  We have replaced all door locks with state-of-the-art electronic locks.  We have replaced entrance doors and installed a new video surveillance system.  Contractors have been working on major repairs on the roof, which is desperately needed.  The new wiring for our new internet/cable is currently being set up in the building.  While I'm not permitted to give anyone an actual start date for the rooms I can say that it will start very soon and the work will be done quickly.  We've spoken to the complainant already in the past and explained all of this.  She is only interested in getting reduced rent which is not going to happen.  There is nothing in her lease stating anything about renovations and her lease price being tied to the schedule of renovations.  We have been extremely forthcoming and transparent about what we are trying to do here and have communicated that with all our residents.  People are excited about what we doing but also expect it can be done with a wave of a wand instantaneously.  Unfortunately when working with a building that is over 100 years old and with politically charged city officials, there will be delays.Again, I want to reiterate that our renovations have begun and are underway.  ACH has a good working relationship with the Revdex.com.  In fact, my last property in Kent was accredited with the Revdex.com in an effort to constantly improve our product and our service.  If you have any questions regarding the Domain at Cleveland I'd be happy to talk to you about what truly will be a unique and exciting living experience in downtown Cleveland.Sincerely,Dave-- David S[redacted]General ManagerThe Domain at Cleveland[redacted]

From: [redacted]Date: Fri, Nov 6, 2015 at 10:25 AMSubject: Re: Complaint ID [redacted]To: [redacted]Good morning [redacted]Yes, please let me clarify my previous statement.  We did not offer discounted rent at any time during our lease up season.  What I said was that our extremely low rent price (starting at $565) was offered because our renovations would be occurring while residents were living in the building and they would be relocated, at some point, to a renovated unit during their lease term.  Our nearest competitor ([redacted]) begin renting their efficiency units at $921 a month to give you a perspective of the market rent rate in our area.  Once the renovations are complete, the price would not increase from their signed leased rent for the remainder of their 10 month contract with us.  While I'm not at liberty to disclose our proposed rent prices for next year yet, I will say that they are considerably higher to match the average rent prices in the Campus District.  There is nothing in print regarding rent amounts like most apartment complexes.  The  prices change according to the market rates and availability.  However, this was all clearly explained to everyone that toured the property and our model unit at the time was exactly what everyone moved into in August and what they knew they were signing a lease for.  Furthermore renovations and construction are currently underway but no timelines were ever guaranteed to anyone signing a lease here.  We still fully expect to have our new units complete before the end of the lease period along with our amenities.  thank you again for your help in this matter.Dave S[redacted]General ManagerDomain at Cleveland