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 Regards, [redacted] I am begrudgingly accepting the letter from the apartment managerWhile I am not happy with how the issue was handled I do not know how to have it resolvedI think the apartment could have handled the refund of the $fee much better and should have been accompanied by a letter and not received via an additional invoiceI also do not think the office staff has the best interest of their tenants in mindFrom my dealings I have found that the management is strictly concerned about the bottom dollarI also do not like being questioned as to how I conduct business When I was told " I don't know where you work but were not int he business of giving away money." I found this offensiveI do work in sales and customer service and do have the ability to, out of good faith, return and/or credit money for unresolved issuesI think the management would have fared better with me if they would have acknowledge the issues I've had since moving in and just taken care of the $which I'm being told is for trash removalI'm still a little confused because my most recent invoice for trash removal ,and what is listed in the lease agreement I signed, states that the fee is $I know it seems petty but where does the additional 61cents come from
I apologize if you feel our community misled or wronged you in anyway We want to provide all of our customers with the service level they deserve and obviously I have not been able to meet that expectation I feel at this time there is no point in continuing to argue over the details in the apartment that were unsatisfactory to your standard As stated in the last response and by the property's regional manager on Tuesday evening, we have agreed to refund $ This check has to be processed from our corporate office in Salt Lake City and can take up to days to receive We do not have the capability to instantly refund the money from our office
I apologize for not taking a picture of every item in the apartment and submitting them Like I mentioned I was able to easily repair the drawer and several of the items listed by Ms*** could have been easily rectified by our maintenance staff given the opportunity Although we have not personally met I am an honest person and would never "doctor" a photo and do not deny allegations but I realize these are items that could have been repaired You attached service requests you received mixed in with your paperwork and to reiterate, this is a year old apartment, unfortunately there are going to be maintenance concerns Even if you owned your own home these are items you may experience The work orders show that Cliff responded to the requests and made the repairs
It is always our policy to get every cancellation in writing I also have the signed, legally binding lease agreement which states you are agreeing to rent the apartment for a specified period of time The lease agreement does not offer a cancellation policy without additional fees due regardless of the situation If you'd like a copy of your lease agreement I'd be happy to provide it to you Paragraph talks about the delay of occupancy and right to terminationAsking for your cancellation in writing is the only proof we would have to complete your file showing you did not want the apartment after signing and agreeing to the lease agreement There is no question that your check was in our possession because you signed your lease and picked up keys to move in Receiving money due is part of the moprocess and having the check is a business practice Once a lease is signed the termination is a 60-day notice, month's rent as a reletting fee, and one half of one month's rent as a buy-out fee
Again, I sincerely apologize that you feel we have tried to deceive you in any way; that is not how we operate The topic of refund has been discussed with the regional manager and at the end of the conversation, between the regional and Ms*** the refund of the $security deposit and the $administrative fee was adequate and agreed upon based on the communication received from the regional manager Being relieved of the legal obligation of the lease agreement totaling $9,and receiving a $refund should be more than satisfying for the inconvenience this has caused
I'd welcome the opportunity to walk through the apartment with you except it has been re-leased for a new resident who is moving in on June 27th
Thank you for your continued concerns and I wish you all the luck in the future
Property Manager
I am in receipt of the complaint number ***. I apologize that Ms*** feels the apartment was unsatisfactory for her to move into on Saturday.
When Ms*** came to sign her lease on Thursday she did not have her
driver’s license and it’s a company requirement that anytime we tour with a prospect, pending move-in, or current resident we keep their government issued photo ID in the office until we return. Due to Fair Housing we have to be consistent in getting these ID’s each time therefore we could not take Ms*** to see her apartment on Thursday when she came to sign her lease agreement. *** offered to show her on Friday but it did not fit into her schedule. The previous resident moved out of the apartment on 6/12/and we began turning it last week in preparation for her moon 6/21/14. The carpet and vinyl were the last items to be installed and that was on the 19th, the same day she came to sign her lease agreement.
Ms*** leased on May 20, and she signed the attached reservation agreement that outlines if a reservation is cancelled after hours the fees are not refundable. We did refund Ms*** her pro-rated rent for June, rent for July, and her pet fee she paid when she cancelled her moeven though the lease agreement was signed and we could have held her to a 60-day notice to vacate and a termination fee equal to month’s rent. In addition to the reservation agreement the assistant property manager verbally discussed with Ms*** that the fees are non-refundable and she signed her cancellation letter (attached) that stated the same
I personally walked the apartment this afternoon with ***, the Leasing Agent who helped Ms*** and I did notice a few of the maintenance items listed in the complaint but they are all items our maintenance staff could have easily repaired on Saturday. In fact, during the inspection of the apartment this afternoon I was able to put the bathroom drawer back on track myself. The apartment was built in and is years old. The outlet covers are ivory and that’s standard for our second phase. Our community has apartments built in 1981, 1991, and 2001. Phase has brass light fixtures, ivory plates, white laminate counters, and oak cabinets. The model apartment Ms*** viewed is the same and has an older stove then the apartment that was leased. We pressure wash our breezeways on a rotation as we have buildings on acres and it does take time to get to every breezeway. The flooring in the apartment is brand new faux hardwood vinyl throughout with brand new carpet in the bedrooms. The installation of carpet does have an odor similar to smoke but upon walking it there was not a smell that should prevent someone from moving into the home. To say the door was barely hanging is simply untrue. I’ve taken pictures of all the items described to me on the phone and the same pictures in the model apartment.
Although Ms*** agreed to no refunds after hours in writing, we have agreed to refund the administrative fee of $and deposit of $out of good faith. This is a refund that will be processed from our corporate office and can take up to days to receive in the mail
Thank you,
Plantations at Haywood Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Attached you will find an invoice for the credit of the $If you notice I now have a balance of $The first line of the invoice lists a charge of $Please explain to me what this isI bet you can't as there is no line item for this amountThe way I see it the organization is laughing at me by saying "Yes we'll give you back your eight dollars but charge you an extra $in it's place"I called the office irate about the new charge asking what it is and was told that it was for trash pickup from the first month I moved inBefore I sent in my original complaint I paid the $in question out of good faith and asked the office representative that was helping me if I was "Paid in full" to which I was told I wasNow the office staff is telling me I owe the additional feesI do not have a problem paying my bills as my credit history will indicateI do have a problem being told one thing and then months later being told I still owe money for my first monthI have had some issues with maintenance which were resolved and I thought the $fee was being resolved but now feel even more let down by my choice for an apartmentI use to live in this complex before buying a house and moving and chose to live here again because of the service as well as the great location and apartment layoutI would like to live here for a couple more years but have to question if it was a good choiceAt this point moving will not hurt anyone but me since I will have to pay moving expenses and new fees at a new complexMy hands are tied
Thank you for bringing these concerns to my attention. After reviewing the file I do see that we received the insurance policy and the dates on the policy are 3/24/14-3/24/15 but an agent from our office faxed it on 4/9/14. I have no way to know exactly what day the policy was brought...
into the office. Our normal business practice is to send the policies to our risk management department as soon as we received them to help prevent additional charges. As stated in the complaint [redacted] received a notice in April showing a balance due of $8.00 for the Renter's Indemnity Program. At the top of the May letter in reference there is a beginning balance of $48.54 which is for the $8.00 from April and the water, sewer, and trash charge of $40.54 due May 1st. These letters are automatically generated and unfortunately are not clear in breaking down line items that are posted in a previous month. Our office was not hiding the charge since [redacted] received a letter in April.
Our practices are not deceitful and we explain the program in advance. I cannot confidently speak on the reason the policy was not sent in sooner or if we received it prior to 4/9/14, so out of good faith we will be happy to credit the $8.00 charge back that [redacted] paid in April.
I've made the adjustment on his account ledger and our office would never retaliate over a complaint. Everyone is entitled to voice their concerns and it's upsetting that [redacted] would feel we purposely deceived him because we do not operate our business that way.
Please let me know if you have any further concerns. I can be reached via e-mail at [redacted].com or in the office at 864[redacted].
I apologize that you feel as though our communication was lacking during your residency. I've pulled the lease file and noticed that the balance on your account was paid on 5/5/16. Our policy is all balances not paid as of day 31 after move-out are sent to...
collections. I asked our assistant manager regarding this move-out who remembers speaking to one of the roommates on the day she walked the apartment before the painters were going to enter and detailed what the charges were going to be regarding a picture being left in the apartment. On the attached ledger you can see that there is a zero balance as of 5/5/16 which is after the 30 day deadline but after checking with our collection agency, the account was not turned over. We do mail a final account statement within 3 days of move-out which was sent to [redacted] #** Greenville, SC 29607. The entire ledger is attached reflecting all payments and charges during your residency and if you feel as though there is something incorrect or that you'd like an explanation for, please feel free to call our office at 864-[redacted].
Thank you,
[redacted]
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.
Regards,
[redacted]
I am begrudgingly accepting the letter from the apartment manager. While I am not happy with how the issue was handled I do not know how to have it resolved. I think the apartment could have handled the refund of the $8.00 fee much better and should have been accompanied by a letter and not received via an additional invoice. I also do not think the office staff has the best interest of their tenants in mind. From my dealings I have found that the management is strictly concerned about the bottom dollar. I also do not like being questioned as to how I conduct business When I was told " I don't know where you work but were not int he business of giving away money." I found this offensive. I do work in sales and customer service and do have the ability to, out of good faith, return and/or credit money for unresolved issues. I think the management would have fared better with me if they would have acknowledge the issues I've had since moving in and just taken care of the $23.61 which I'm being told is for trash removal. I'm still a little confused because my most recent invoice for trash removal ,and what is listed in the lease agreement I signed, states that the fee is $23.00. I know it seems petty but where does the additional 61cents come from.
Revdex.com:
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. She did not take a picture of some of the things that I mentioned (the hole in the wall near the thermostat, the drawer in the front bathroom(one submitted only for model), the burns on the countertops, the black smudged finger prints on the wall and some of the switch covers that I was talking about. PLEASE NOTE: she states that the coves are ivory, please see the picture that she submitted of the flooring. Do those look ivory? Picture labeled crooked outlet. Look how filthy and crooked. The picture that is labeled drip in guest shower. I believe this is from the other bathroom unless they have replace the black piece and even on this one, please tell me were the knob for you to pull up to make the water come out as a shower is? Broken off. If they are going to try to doctor up pictures they need to realize there is more than one thing to fix. please note the picture of the front door. The pic can not describe how we could not even lock it because it was so flimsy but please notice the floor in the breezeway and how filthy it is. and the picture labeled master bath caulk half of the caulk was peeled away from the time I seen it until this pic was taken but still why would it be there at all) I would like all of my money back not just the $1369.33 and the $300.00 (that I still have not received) that I wasted on this an apology for trying to deny the allegations. Please note two pages attached that the manager on duty gave me where they had to make repairs already. I don't think she realized she gave them to me but when she was showing me the second apartment they were mixed in with that paper stating the rent would be more and the lease from the original apartment. Also they have submitted a letter that I did sign stating I understand the fees are non refundable. They should have mentioned that they told that's what they said I needed to do to get back the one check I did for $1369.33 and so this would not reflect on my credit as a broken lease. (please note on the check where it was in there procession as you can tell this because they have their banking account number stamped on it. If I was wrong why would they give me this back? They would not. Besides the $1369.33 that I have received and the $300.00 that they said they are going to send me, there is still a lot more money involved and I want it back and I want an apology that you would do something like promise a person one this and then give another and then you would try to cover it up in all the ways that you have.
Regards,
[redacted]
I do apologize that the initial response was not sufficient to overcome the objections of living here. I would've been more than happy at any time during your residency to sit down and discuss these issues but unfortunately was not given the opportunity to do so. I'm confident that we could've effectively turned around your experience had I'd been aware of your ongoing concerns.
I wish you all the luck in your future home and please let me know if there is anything I can do for you.
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 Regards, [redacted] I am begrudgingly accepting the letter from the apartment managerWhile I am not happy with how the issue was handled I do not know how to have it resolvedI think the apartment could have handled the refund of the $fee much better and should have been accompanied by a letter and not received via an additional invoiceI also do not think the office staff has the best interest of their tenants in mindFrom my dealings I have found that the management is strictly concerned about the bottom dollarI also do not like being questioned as to how I conduct business When I was told " I don't know where you work but were not int he business of giving away money." I found this offensiveI do work in sales and customer service and do have the ability to, out of good faith, return and/or credit money for unresolved issuesI think the management would have fared better with me if they would have acknowledge the issues I've had since moving in and just taken care of the $which I'm being told is for trash removalI'm still a little confused because my most recent invoice for trash removal ,and what is listed in the lease agreement I signed, states that the fee is $I know it seems petty but where does the additional 61cents come from
I apologize if you feel our community misled or wronged you in anyway We want to provide all of our customers with the service level they deserve and obviously I have not been able to meet that expectation I feel at this time there is no point in continuing to argue over the details in the apartment that were unsatisfactory to your standard As stated in the last response and by the property's regional manager on Tuesday evening, we have agreed to refund $ This check has to be processed from our corporate office in Salt Lake City and can take up to days to receive We do not have the capability to instantly refund the money from our office
I apologize for not taking a picture of every item in the apartment and submitting them Like I mentioned I was able to easily repair the drawer and several of the items listed by Ms*** could have been easily rectified by our maintenance staff given the opportunity Although we have not personally met I am an honest person and would never "doctor" a photo and do not deny allegations but I realize these are items that could have been repaired You attached service requests you received mixed in with your paperwork and to reiterate, this is a year old apartment, unfortunately there are going to be maintenance concerns Even if you owned your own home these are items you may experience The work orders show that Cliff responded to the requests and made the repairs
It is always our policy to get every cancellation in writing I also have the signed, legally binding lease agreement which states you are agreeing to rent the apartment for a specified period of time The lease agreement does not offer a cancellation policy without additional fees due regardless of the situation If you'd like a copy of your lease agreement I'd be happy to provide it to you Paragraph talks about the delay of occupancy and right to terminationAsking for your cancellation in writing is the only proof we would have to complete your file showing you did not want the apartment after signing and agreeing to the lease agreement There is no question that your check was in our possession because you signed your lease and picked up keys to move in Receiving money due is part of the moprocess and having the check is a business practice Once a lease is signed the termination is a 60-day notice, month's rent as a reletting fee, and one half of one month's rent as a buy-out fee
Again, I sincerely apologize that you feel we have tried to deceive you in any way; that is not how we operate The topic of refund has been discussed with the regional manager and at the end of the conversation, between the regional and Ms*** the refund of the $security deposit and the $administrative fee was adequate and agreed upon based on the communication received from the regional manager Being relieved of the legal obligation of the lease agreement totaling $9,and receiving a $refund should be more than satisfying for the inconvenience this has caused
I'd welcome the opportunity to walk through the apartment with you except it has been re-leased for a new resident who is moving in on June 27th
Thank you for your continued concerns and I wish you all the luck in the future
Property Manager
I am in receipt of the complaint number ***. I apologize that Ms*** feels the apartment was unsatisfactory for her to move into on Saturday.
When Ms*** came to sign her lease on Thursday she did not have her
driver’s license and it’s a company requirement that anytime we tour with a prospect, pending move-in, or current resident we keep their government issued photo ID in the office until we return. Due to Fair Housing we have to be consistent in getting these ID’s each time therefore we could not take Ms*** to see her apartment on Thursday when she came to sign her lease agreement. *** offered to show her on Friday but it did not fit into her schedule. The previous resident moved out of the apartment on 6/12/and we began turning it last week in preparation for her moon 6/21/14. The carpet and vinyl were the last items to be installed and that was on the 19th, the same day she came to sign her lease agreement.
Ms*** leased on May 20, and she signed the attached reservation agreement that outlines if a reservation is cancelled after hours the fees are not refundable. We did refund Ms*** her pro-rated rent for June, rent for July, and her pet fee she paid when she cancelled her moeven though the lease agreement was signed and we could have held her to a 60-day notice to vacate and a termination fee equal to month’s rent. In addition to the reservation agreement the assistant property manager verbally discussed with Ms*** that the fees are non-refundable and she signed her cancellation letter (attached) that stated the same
I personally walked the apartment this afternoon with ***, the Leasing Agent who helped Ms*** and I did notice a few of the maintenance items listed in the complaint but they are all items our maintenance staff could have easily repaired on Saturday. In fact, during the inspection of the apartment this afternoon I was able to put the bathroom drawer back on track myself. The apartment was built in and is years old. The outlet covers are ivory and that’s standard for our second phase. Our community has apartments built in 1981, 1991, and 2001. Phase has brass light fixtures, ivory plates, white laminate counters, and oak cabinets. The model apartment Ms*** viewed is the same and has an older stove then the apartment that was leased. We pressure wash our breezeways on a rotation as we have buildings on acres and it does take time to get to every breezeway. The flooring in the apartment is brand new faux hardwood vinyl throughout with brand new carpet in the bedrooms. The installation of carpet does have an odor similar to smoke but upon walking it there was not a smell that should prevent someone from moving into the home. To say the door was barely hanging is simply untrue. I’ve taken pictures of all the items described to me on the phone and the same pictures in the model apartment.
Although Ms*** agreed to no refunds after hours in writing, we have agreed to refund the administrative fee of $and deposit of $out of good faith. This is a refund that will be processed from our corporate office and can take up to days to receive in the mail
Thank you,
Plantations at Haywood Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
Attached you will find an invoice for the credit of the $If you notice I now have a balance of $The first line of the invoice lists a charge of $Please explain to me what this isI bet you can't as there is no line item for this amountThe way I see it the organization is laughing at me by saying "Yes we'll give you back your eight dollars but charge you an extra $in it's place"I called the office irate about the new charge asking what it is and was told that it was for trash pickup from the first month I moved inBefore I sent in my original complaint I paid the $in question out of good faith and asked the office representative that was helping me if I was "Paid in full" to which I was told I wasNow the office staff is telling me I owe the additional feesI do not have a problem paying my bills as my credit history will indicateI do have a problem being told one thing and then months later being told I still owe money for my first monthI have had some issues with maintenance which were resolved and I thought the $fee was being resolved but now feel even more let down by my choice for an apartmentI use to live in this complex before buying a house and moving and chose to live here again because of the service as well as the great location and apartment layoutI would like to live here for a couple more years but have to question if it was a good choiceAt this point moving will not hurt anyone but me since I will have to pay moving expenses and new fees at a new complexMy hands are tied
Thank you for bringing these concerns to my attention. After reviewing the file I do see that we received the insurance policy and the dates on the policy are 3/24/14-3/24/15 but an agent from our office faxed it on 4/9/14. I have no way to know exactly what day the policy was brought...
into the office. Our normal business practice is to send the policies to our risk management department as soon as we received them to help prevent additional charges. As stated in the complaint [redacted] received a notice in April showing a balance due of $8.00 for the Renter's Indemnity Program. At the top of the May letter in reference there is a beginning balance of $48.54 which is for the $8.00 from April and the water, sewer, and trash charge of $40.54 due May 1st. These letters are automatically generated and unfortunately are not clear in breaking down line items that are posted in a previous month. Our office was not hiding the charge since [redacted] received a letter in April.
Our practices are not deceitful and we explain the program in advance. I cannot confidently speak on the reason the policy was not sent in sooner or if we received it prior to 4/9/14, so out of good faith we will be happy to credit the $8.00 charge back that [redacted] paid in April.
I've made the adjustment on his account ledger and our office would never retaliate over a complaint. Everyone is entitled to voice their concerns and it's upsetting that [redacted] would feel we purposely deceived him because we do not operate our business that way.
Please let me know if you have any further concerns. I can be reached via e-mail at [redacted].com or in the office at 864[redacted].
Thank you,
[redacted]
Property Manager
I apologize that you feel as though our communication was lacking during your residency. I've pulled the lease file and noticed that the balance on your account was paid on 5/5/16. Our policy is all balances not paid as of day 31 after move-out are sent to...
collections. I asked our assistant manager regarding this move-out who remembers speaking to one of the roommates on the day she walked the apartment before the painters were going to enter and detailed what the charges were going to be regarding a picture being left in the apartment. On the attached ledger you can see that there is a zero balance as of 5/5/16 which is after the 30 day deadline but after checking with our collection agency, the account was not turned over. We do mail a final account statement within 3 days of move-out which was sent to [redacted] #** Greenville, SC 29607. The entire ledger is attached reflecting all payments and charges during your residency and if you feel as though there is something incorrect or that you'd like an explanation for, please feel free to call our office at 864-[redacted].
Thank you,
[redacted]
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.
Regards,
[redacted]
I am begrudgingly accepting the letter from the apartment manager. While I am not happy with how the issue was handled I do not know how to have it resolved. I think the apartment could have handled the refund of the $8.00 fee much better and should have been accompanied by a letter and not received via an additional invoice. I also do not think the office staff has the best interest of their tenants in mind. From my dealings I have found that the management is strictly concerned about the bottom dollar. I also do not like being questioned as to how I conduct business When I was told " I don't know where you work but were not int he business of giving away money." I found this offensive. I do work in sales and customer service and do have the ability to, out of good faith, return and/or credit money for unresolved issues. I think the management would have fared better with me if they would have acknowledge the issues I've had since moving in and just taken care of the $23.61 which I'm being told is for trash removal. I'm still a little confused because my most recent invoice for trash removal ,and what is listed in the lease agreement I signed, states that the fee is $23.00. I know it seems petty but where does the additional 61cents come from.
Revdex.com:
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. She did not take a picture of some of the things that I mentioned (the hole in the wall near the thermostat, the drawer in the front bathroom(one submitted only for model), the burns on the countertops, the black smudged finger prints on the wall and some of the switch covers that I was talking about. PLEASE NOTE: she states that the coves are ivory, please see the picture that she submitted of the flooring. Do those look ivory? Picture labeled crooked outlet. Look how filthy and crooked. The picture that is labeled drip in guest shower. I believe this is from the other bathroom unless they have replace the black piece and even on this one, please tell me were the knob for you to pull up to make the water come out as a shower is? Broken off. If they are going to try to doctor up pictures they need to realize there is more than one thing to fix. please note the picture of the front door. The pic can not describe how we could not even lock it because it was so flimsy but please notice the floor in the breezeway and how filthy it is. and the picture labeled master bath caulk half of the caulk was peeled away from the time I seen it until this pic was taken but still why would it be there at all) I would like all of my money back not just the $1369.33 and the $300.00 (that I still have not received) that I wasted on this an apology for trying to deny the allegations. Please note two pages attached that the manager on duty gave me where they had to make repairs already. I don't think she realized she gave them to me but when she was showing me the second apartment they were mixed in with that paper stating the rent would be more and the lease from the original apartment. Also they have submitted a letter that I did sign stating I understand the fees are non refundable. They should have mentioned that they told that's what they said I needed to do to get back the one check I did for $1369.33 and so this would not reflect on my credit as a broken lease. (please note on the check where it was in there procession as you can tell this because they have their banking account number stamped on it. If I was wrong why would they give me this back? They would not. Besides the $1369.33 that I have received and the $300.00 that they said they are going to send me, there is still a lot more money involved and I want it back and I want an apology that you would do something like promise a person one this and then give another and then you would try to cover it up in all the ways that you have.
Regards,
[redacted]
I do apologize that the initial response was not sufficient to overcome the objections of living here. I would've been more than happy at any time during your residency to sit down and discuss these issues but unfortunately was not given the opportunity to do so. I'm confident that we could've effectively turned around your experience had I'd been aware of your ongoing concerns.
I wish you all the luck in your future home and please let me know if there is anything I can do for you.
-Plantations at Haywood Property Manager
Please find my response and corresponding documentation attached.
Thank you,
[redacted]
Property Manager
Plantations at Haywood