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Emerald Glen Apartments

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Emerald Glen Apartments Reviews (1)

Review: the complaint I have is with the newly named emerald glen apartments. I visited their apartment complex on thursday 18 april 2013 to lease an apartment, being that I would be stationed in camp pendleton and I was a decent price. they showed me around the complex and showed me the inside of a couple of apartment rooms. we settled on what the room would look like and for the price of the room which I was told to be $1370. I was told I couldn't see the actual room yet since they were re-surfacing the bathroom. then I was told that the room was actually $1380, but we still came to an agreement and submitted my deposit for the apartmen. my move-in day came on 22 april 2013, with a truck full of furniture,was told that there were a few changes on the room I requested. we got the chance to look at the room together and noticed that the carpet wasn't the same layout as the room we were showed. also the kitchen was nowhere near similar to the one we were promised. they apologized and said they could get us another room similar to the one we were showed, but it would cost us more than what we originally agreed on. I told them it wouldn't work out for that amount and all they could say was sorry thats all we can do for you.I was lied to and misadvertised on more than one occasion. it would have been a lot easier if they would've told me this on the phone before I went over to them with with a truck full of my personal belongings.Desired Settlement: I would not only like to get refunded my deposit of $200 and the application fee of $80, but I would also like to get compensated for the time, gas, and money wasted in the extra transportation of my belongings.

Business

Response:

From: [redacted] [mailto:[redacted].com]

Sent: Wednesday, May 15, 2013 11:39 AM

To: '[redacted]

Subject: RE: Mr [redacted] Complaint ID #[redacted]

Emerald Glen response:

Unfortunately [redacted]

choose the lowest price available 2 bedroom apartment during the time of

lease. The office staff as well as maintenance went above and beyond to have

the apartment ready for [redacted] on the time and date he requested for his

move-in. The apartment was professional cleaned, brand new interior paint &

carpets professional steam cleaned. Prior to [redacted] leasing the apartment we

explained to him the monthly price was going to be $1380 and the $1370 price he

claimed he was quoted was incorrect. I apologized that he may have been quoted

incorrectly or may have heard a wrong. Regardless of what was quoted or not he

was fully aware of the price and had the opportunity to choose to move forward

with that price or decide to find another community that would better fit

his needs. After numerous hours spend in the office with [redacted], he made a

decision, fully agreeing to the price of $1380. The Irvine Company policy

(Emerald Glen) is as follows: there is a non-fundable application fee of $40

per applicant and a deposit of $200 to take the apartment home of the market.

The deposit becomes non-refundable after 72 hours. [redacted] had exceeded

the 72 hour limit and at the day of move-in decided not to move-in. Due to the

fact that [redacted] was not happy with the apartment he choose; as a customer

service gesture I decided to return his non-refundable deposit and application

fees of $280.

Best regards,

Community Manager

Emerald Glen Apartment Homes

Consumer

Response:

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.

I understand people make mistakes, so I didn't worry too much about the 10 dollar difference in the price. The thing that upset me the most was that after seeing two seperate apartments, my wife asked three times if the apartment was going to look the same as the ones we saw and everytime they said yes. [redacted] knew what the apartment looked like the day we put down the deposit and didn't mention a single word about the apartment being different than the others. They had atleast three days to call me and tell me there was a confusion but they waited till I showed up in person with a truck full of my belongings.

- I appreciate that the emerald glen will be returning my deposit and fees, but they also costed me to waste gas and later a lot of time spent looking for an apartment desperately before my check-in date at marine corp station camp Pendleton.

- I am asking for an additional $200 to cover for the deposit I had to submit to the apartment complex where I'm living now.

Regards,

Business

Response:

Dear [redacted],

Thank you for your response and request of refund. On the date of your actual move-in 4/22/13 an assoicate escorted you to your apartment for review of your new home and to answer any further questions. This is a customer service process to ensure your satisfaction upon receipt of your keys and signing the lease agreement. However, upon arrival to the apartment, prior to moving in any of your personal belongings and unpacking anything, you informed the on-site team that the apartment was not to your satisfaction and you would not be moving in. At that moment, and as a customer service gesture, your lease was terminated immediately and you were refunded the full deposit and application fee's the same day you decided not to move-in. The refund transaction was processed in the financial accounting system to be forwarded to the address you provided. Per California Residential law that refund process can take up to 21 days to be received. Currently, the status of your refund is completed and the check was mailed as of 4/24/13 and you should be receiving the check soon if you have not already. Since your rental deposit and non-refundable application fees were refunded in full, and as a customer service gesture, the remaining term of your lease agreement was waived upon your decision not to occupy or reside in the apartment, there is no further refund or balance to be refunded.

Sincerely,

Community Manager

Emerald Glen Apartment Homes

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Description: Apartments

Address: 1361 W 9th Ave, Escondido, California, United States, 92029

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