Elevate Living LLC

Ms. [redacted],
Thank you for reaching out to us. We take feedback from our residents very seriously, and strive to ensure we provide the best possible living situation at each of our properties.
We will be contacting you to further discuss your concerns and find a resolution.

Initial Business Response /* (1000, 5, 2015/08/28) */
Ms. [redacted],
We apologize for any confusion this process has caused. To clarify, the disposition letter outlining your balance due, and the related charges, was sent on July 20, 2015, which is within the 30 days required by law. I have attached...

a scan of that letter for your records, which includes the details of any charges that were applied against the balance of your security deposit.
We would be happy to assist in setting up a payment plan for the amount due.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should not have to go through this process to get a document that should've been sent to me directly over a month ago. I would like to know how these charges are computed. I lived in the apartment for over 4 years a in being charged for painting and I know I clean the apartment when I moved out. What wasn't cleaned?
Final Business Response /* (4000, 12, 2015/09/14) */
Ms. [redacted],
As previously noted, the disposition letter was mailed out on July 20, 2015. Because we had not received an updated address from you, the letter was mailed to the only address we had on file, with the assumption that you filled out the appropriate change of address and mail forwarding forms with USPS.
It is our policy to photograph all units upon move out to document any damage, as well as any cleaning that will be required. Attached are just a few of the photos taken of unit #111 upon move out, which will better illustrate why additional cleaning and painting charges were applied to your account. In total there are 67 images, but I unfortunately am unable to attach more than 10. We would be happy to provide you with the entire set of photos if you would like access to it.

Initial Business Response /* (1000, 5, 2015/07/23) */
Mr. [redacted], thank you for contacting us. We take all resident communication seriously and we have looked into this situation in detail. According to our records, you were able to speak with the leasing office during the week of July 6th, on...

Monday July 13th, and Wednesday July 15th. As such, we respectfully disagree with your statement that you have not been able to reach the office and that we have been unresponsive. During these conversations, our staff advised you of our notice policy, which is also detailed in your lease agreement. The notice policy states that for month to month leases, notice must be received on or before the 1st of the month for vacating on or before the last day of the month. We are not able to meet your desired resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you look at my records I never signed a month to month agreement. I was informed I needed to but it was never sent to me. Thus according to my attorney if you try and charge me for the full month or send me to collections I have the right to sue and I will do so.
Final Business Response /* (4000, 9, 2015/07/27) */
Mr. [redacted],
Per the language included in your lease renewal offer, "If this form is not returned before 10/31/2014, your lease will automatically renew on a month to month basis at the rate listed below." The lease renewal offer is attached.
The Notice of Intent to Vacate section of your original lease also outlined the requirements to vacate your apartment. "For month-to-month tenancy, only a 30-day written notice is required. However, that notice still must be given on or before the first of the month for vacating on or before the last day of the month."
According to our records, you spoke with our staff on 7/6/15, 7/13/15 and 7/15/15, where the process to terminate your lease was outlined. Because your written notice was not provided prior to the first of the month, your vacate date is set for 8/31/15.

Ms. [redacted],
I sincerely apologize for any unpleasant interactions you had during your time as a resident of Woodland West. We strive to provide everyone a positive experience, whether they are a guest or a resident.
The cleaning fee assessed against your deposit amount is a flat fee of $105. Per your lease agreement, any amount of cleaning required results in this amount being billed. Attached are a few photos taken following your move out to better illustrate the state of the apartment upon move out. (IMG_1080)

(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry, but I do not accept this response because again these pictures do not represent the condition I left the apartment in.
Image 69 of the bathtub there was not a metal runner for a bathtub door in the apartment that I was in. There were hooks.
Image 80 is a picture of a different bathtub I did not have 2 bathrooms in my apartment. This just shows you have 2 different apartments right there. Can you please explain why you have picture of two different bathtubs?
Image 78 No idea what that picture is even of.
The other 3 images are bogus and make no sense why Why would I leave one wrapper on the floor.
As I expressed before I strongly feel my apartment was tampered or purposely took pictures of different of apartments to get the $105 cleaning fee. I mean why not they all look the same and its always going to be the tenants word against the company's word. It is very disappointing to me.

While we sympathize with Mr. [redacted]’s situation and apologize for his lack of satisfaction with the response from our site staff, we must remain consistent with our policies and our lease agreement to provide fair and equal treatment to all our residents regardless of extenuating circumstances. We...

strive to provide a secure environment for our residents and take all reasonable measures to ensure the sanctity of the building and facilities. Unfortunately, we are unable to control or monitor all aspects of the building always. Nor can we be responsible for personal loss of items that have resulted from a theft, particularly if items were left in a vehicle. We attempted to create a solution for Mr. [redacted], while still adhering to policy, by offering to transfer him to another site within our company without penalty or added expense. Mr. [redacted] did not accept that offer. We offered an option that did not violate our policy. We are sorry that Mr. [redacted] did not feel that this was a reasonable option but we did everything within our means to offer him the options that were within the terms of his lease and our policy structure.

Ms. [redacted],We received your initial application on March 28. Before we are able to issue a refund for the fees as a result of an application denial, we have to wait for your checks to clear the bank. This can take a couple of days. Once that is complete, we are able to issue a new check to refund...

the full amount. Your refund check was issued and mailed yesterday, April 6, 2017. You should be receiving it shortly.Please let us know if you have any further questions.

(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has changed. My son and I are still being disturbed during the middle of the night/early morning. Just this morning around 5am we were startled out of our sleep by an extremely loud stomping on the floor. This is a health concern for myself and my son. Extremely Loud noises and lack of sleep are detrimental to health. I'd like to be moved to another unit immediately.
Also, My apartment unit is uninhabitable. Completely infested with ants.
My son can't drop a crumb on the floor without it immediately being covered in ants. I was told upon moving in that my unit would have darker carpet in the model unit. Well now I know why. It's so they can hide the fact that this place is crawling with ants. When my son dropped his bottle on the floor or a cookie or anything else that a toddler would do it instantly swarming with ants I have found ants inside of his baby bottles I have found ants in his food I have found ants everywhere. The so-called Pest Control was here last month and I believe that whatever they sprayed was completely ineffective. Anytime anything is left on the floor just for a moment it is instantly covered in ants. I have a 2 year old son so he's going to drop things on the floor occasionally. I find this unacceptable. this place is disgusting.
I want to be transferred to another unit on a higher level immediately.

Ms. [redacted],
I understand your confusion, and hope I am able to provide some further clarification for you. As was discussed in your call yesterday with Sam [redacted], your name is on the lease for this apartment. I have attached a copy of the lease for your reference. While your name is not on the...

front page, as [redacted] was the primary occupant, you did sign the lease on page nine. As I'm sure you know, we are no longer the owners of the property you are referring to, but we have worked with the current owner to provide as much information as possible.
To address the outstanding balance on your rental history report, you will need to contact the collections agency directly and establish a payment plan. ([redacted] Lease.pdf)

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.

Initial Business Response /* (1000, 5, 2015/11/09) */
Ms. [redacted],
Upon moving out of your apartment at Torrey Pines on August 8, our maintenance team and the property manager arrived to complete a unit inspection, as is standard for all units following move out. When our staff entered the...

unit, they noticed that there were fleas crawling on their legs. To prevent the flea infestation from spreading, the unit was closed off until pest control could be brought on site to eliminate the issue. Attached is the invoice for the flea treatment.
Once the treatment was completed, our staff returned to finish their inspection of the property. At that time the carpet was pulled back due to the strong odor of pet urine. Once the carpet was pulled back it was apparent that there was extensive urine damage to the carpet and the pad in the living room. Photos are attached to illustrate the damage. No stains, smell or other carpet damage was reported on your move in checklist, which is also attached. As a result of the significant stench and damage, both the carpet and the pad had to be replaced.
Regarding your late fee, upon further review we did notice that it was automatically applied to your account in error. We are happy to remove your late fee from the total amount due, and apologize for the mistake.
A final account statement was sent to you at the forwarding address provided. Three additional letters were sent over the course of the next 30 days as we were unable to reach you. We would be happy to work with you to set up a payment plan for the remaining balance owed. Please reach out to us and we can create a plan moving forward.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/02) */
All calls to Elevate Living have gone unanswered and no proof was shown. I would like the information to contact by telephone or email and proof sent to me by mail that the damages were 100% all done by me in my time living in this unit and not any damages by previous tenants.
Also, the $70.00 late payment reduction was not recorded to NCC Business Services.
Final Business Response /* (4000, 14, 2015/12/02) */
Ms. [redacted],
As was stated in our previous response, our maintenance team and the property manager inspected your apartment upon move out, as is our standard procedure for all residents upon move out. When our staff entered the unit, they found fleas crawling on their legs, pants and shoes. To prevent the flea infestation from spreading throughout the building, the unit had to be closed off until pest control could eliminate the issue.
Once the flea treatment was completed, our staff returned to the unit to complete their inspection. The carpet had an overwhelming smell of pet odor and urine. We attempted to clean the carpet, but it made no impact on the smell or stains. At that time the carpet was pulled back and it was apparent that there was extensive urine damage to the carpet and its pad in the living room. I have attached the photos illustrating the damage found. As a result, both the carpeting and pad had to be replaced. The move-in inspection form that you completed on March 22, 2015 outlines any damage or issues with the unit before you moved in. No carpet damage or smell was noted on that form.
A final account statement was sent to you at the forwarding address you provided. Three additional letters were sent to follow up, as we were unable to reach you.
For your reference, here in an outline of the attached documentation:
1. Photo of the carpet damage
2. Copy of the carpet cleaning invoice
3. Move In Inspection Checklist
4. Photo of the carpet pad damage
5. Pest control invoice to eliminate fleas
6. Carpet replacement invoice
Your lease ended on August 8, 2015. We only maintain outstanding debt for a limited amount of time before it is passed on to a collections agency. In order to set up a payment plan and resolve this debt, you will need to contact the collections agency directly.

Initial Business Response /* (1000, 5, 2015/12/10) */
Mr. [redacted],
Per your discussion with Elevate Living's president this morning, you were encouraged to reach out to our Des Moines Regional Manager for further assistance. He provided you with her contact information. This will be the...

quickest way to address your concerns. Please keep in mind that your lease does not end until the end of this month, which is why some of the information you have requested is not yet available.
We look forward to further discussions to resolve this matter.

Per Ms. [redacted] request, she was released from her lease and now resides at another Elevate Living property.