Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ June 11, [redacted] Westchester, IL XXXXX RE: [redacted] W[redacted] Apt [redacted] Dear Resident(s) or Co-signer(s), We have received your dispute and reviewed your concernsWe take the responsibility of holding other's money in the form of security deposits very seriouslyIt is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each disputeThis effort is to eliminate further problems and have each department double check each charge against a depositHere is an explanation of what we found: Your Dispute: Maintenance Needed Upon Move-Out (Invoice #XXXXX SMO Maint CT): $ Our Response: Charge Stands The tenants were charged for the labor and materials associated with repairing items listed on the form titled, "On-Campus Apartment Inspection (Maintenance Only)," noted during the move-out inspectionThese items include broken blinds, removing food and items from the unit, repairing drywall from holes created by the tenants, replacing a screen that was missing, replacing a broken towel bar, etcPrior to moving out all tenants received a move-out preparation packet titled, "Student Move-Out 2015," stating our expectations for each unit and the charges associated with maintenanceAny maintenance items that were beyond basic wear and tear and damaged by the residents during their tenancy would be charged to the tenantBroken blinds, removing items, repairing drywall, broken or missing items etc., are clearly stated on this listThe labor cost is also stated at $an hour, so the residents are aware in advance as to what the charged for labor areAll maintenance work that was completed was not a result of wear and tear or stated on the original moinspectionDuring the move-out inspections, inspectors bring the moapartment checklist to refer to so that tenants are not charged for any pre-existing damage in the apartmentIn addition, your son, [redacted] ***, was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for repairing the damage may vary Your Dispute: Painting (Invoice #XXXXX): $ Our Response: Charge Stands Again, prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with paintingThe lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of painting." Any scuffs, stains, marks, etcon any part of the wall created by the tenants, not noted on the original moinspection, would be painted at a cost to the tenantsThe moapartment checklist, signed by [redacted] states that all walls in the apartment were marked "ok" with no additional notes from the residentsThe move-out preparation packet states that residents would be charged at a rate of $per wallHowever, if 6+ walls needed painting, that would warrant a full paint as to keep consistency with the wallsA full paint for 3-Bedrooms was priced at $During the move-out inspection the inspectors noted on the painting needed form that walls needed paintingHowever, First Site has decided to go above and beyond and only charge those walls at the rate of $per wallFirst Site will reverse the difference in the amount of $on the apartment account [redacted] was present for the move-out inspection and signed the painting inspection form stating that the resident agrees with the description on the form Your Dispute: Dishwasher Replacement (Invoice #XXXXXXX): $ Our Response: Charge Stands The apartment checklist completed at the time of the move-in, was signed by Eric Kerr noting that the dishwasher was in "ok" condition with no further notes from the residentsDuring the move-out inspection the inspectors noted that the dishwasher was kicked in by the resident and in need of replacementFirst Site is clear about the replacement of broken items or appliances not only in the move-out preparation checklist, but in the leaseThe lease agreement states, "LESSEE shall be jointly and severally liable for any damage to the premises, furnishings, and appliances within said unit." Again, not only was the damage noted by the First Site inspector, but [redacted] was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for replacing items may varyIn regards to the rapidness of the purchase, the student move-out process is something that First Site prepares for months in advanceWe have a staff of over people working around the clock to flip apartments as soon as possible to ensure new residents are able to moonly one week afterAlso, First Site works with specific vendors during our move-out process and has done for many yearsThe appliance vendor that First Site works with is aware of the rapid turn-around process necessary to bring the units to mocondition within one week after the tenants move-out due to new residents moving in only one week after the previous resident moves outMeaning they also have staff and appliances prepared for rapid turn-around Your Dispute: Apartment Cleaning (Invoice #XXXXX): $ Our Response: Charge Stands Another purpose of the move-out preparation packet is to furnish a list of commonly missed items in the apartment and make tenants aware of what the inspector is looking for during the move-out appointmentThe move-out preparation checklist notes that failure to clean the oven/stove or the shower/tub will result in a Heavy cleaning chargeInspectors noted on the cleaning inspection checklist that two of the tub/showers still needed cleaning as of the move-out inspectionThe pictures taken at the time of the move-out inspection confirm the inspector's notesTherefore, the residents were charges $for the heavy cleaning, which is the the price they were made aware of before the inspectionThe lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of cleaning apartment to ensure the apartment is in occupant ready condition." Again, [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form Your Dispute: Carpet Cleaning (Invoice #XXXXX): $ Our Response: Charge Stands Again, prior to the move-out date all tenants were provided with a move-out preparation packet and made aware of not only our cleaning expectations, but the carpet cleaning charges as wellAll carpets in the unit must be shampooed and otherwise charges would be assessedIt also states in the lease agreement that the extra cost of carpet cleaning would be chargeable to the residentsSince no carpet cleaning was completed prior to the move-out inspection, the cleaning form states that carpet cleaning was needed and would be charged to the tenants [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form All inspection forms and pictures were mailed to [redacted] who was the resident designated at the time of the move-out inspection to receive all information regarding the security deposit returnI was not able to attach pictures or inspections forms, but have mailed them to your permanent address First Site has agreed to reverse a total amount of $on your accountHowever, after further discussion, First Site has decided to go above and beyond waive the entire balance still owedYour account stands at a $balance and no remaining amount is dueIf you should have any additional questions or concerns, please contact us in writing onlyThis is to ensure everything is documented and kept in your file Sincerely, [redacted] Manager Licensed Leasing Consultant First Site Ltd
Initial Business Response / [redacted] (1000, 5, 2016/08/18) */ Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care ofDue to the apartment being vacant for a few months, there were various areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisitedWhile meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeasedIn order to fix the situation, we put in an urgent call to the professional cleaning teamThe professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concernAdditionally, any maintenance issues were taken care of within the following twenty-four hoursFurthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to mofive days prior to their lease date on August 15th Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As this time several of the issues have been correctedHowever the previously mentioned ripped, missing or torn window screens have not been replaced or repairedThe shower doors have not been repaired, remain broken and the shower head isn't working properly, most of the water comes out of the tub spigotDresser drawers and refrigerator drawers remain broken, cracked The cleaning crew that came to the apartment on 8-15-told us they were not able to vaccuum because they did not bring one First Site has a page checkout inventory when the students lease ends that includes all of the mentioned above and moreThey require the apartment to be in excellent condition and cleanedSince the apartment was not received in the same condition that First Site requires when the lease is over we are concerned the students will be held accountable for these items and their security deposit will not be returned First Site management allowed all the tenants of the building to move in 8/15/16, but our students did not move in until 8/18/due to the dirty conditions and safety concerns regarding the missing bedroom window locks, loose doorknobs, locks, and missing blinds On 8/18/16, my husband and I were there helping to move in when the bedroom window lock was replacedWe have sent a letter to First Site thanking them for the repairs that have been completedAdditionally, we were able to meet one of the maintenance crew, Scott, and in our letter to First Site we complemented them about Scott and let them know he was very helpful and attentive to getting everything in order Our goal is to have any outstanding repairs made on a timely basis and have assurance from First Site that the damage on carpets, walls, etc that was present when the students moved in and done by previous tenants will not be financially assessed against them at the end of their lease and their security deposit not returnedWe appreciate their efforts to continue to address our concerns Final Business Response / [redacted] (4000, 14, 2016/09/06) */ One of many benefits of living with First Site is that all tenants has access to our twenty-four-hour maintenance serviceIn response to the tenant's request, the maintenance team completed several discrepancies within the unit that were found at the time of their moappointmentAny maintenance issues that become apparent to the tenant after a representative has come to the apartment on the day of the tenant's chedate, becomes the tenant's responsibility to contact our maintenance serviceAdditionally, at the time of check-in, the tenants were displeased with the cleanliness of the unitIn response to better the situation and assure the tenants receive the exceptional customer service that we stand by and that they deserve, a professional cleaning team came to the apartment on the same date of their check-inThe tenants stated in their complaint that the cleaning team did not have a vacuum in the possession at the time they began cleaning the apartmentThe cleaners did not come with a vacuumFollowing the list of items made by the representatives after discussing with the dissatisfied customers, a vacuum was not neededThe professional cleaners did come prepared however, with a carpet cleaner and other cleaning items that were needed to complete the list in order to make the customers feel comfortable and at ease in their new apartmentAs stated before, any other damages that are found by the tenant post their modate, are to be given directly to the maintenance serviceIn the company's policy book, which the tenants took possession of and signed the "Policy Book Acceptance" document, is a detailed section specifically for maintenance issuesThis section serves as an aid in how to make a maintenance work orderTo conclude, First Site went above and beyond by granting the tenants the ability to move in to their unit five days prior to their lease dateFirst Site responded immediately to the dissatisfied tenants' requestsA list of repairs and damages made by the representative and the tenant was immediately sent to the maintenance team, which was then taken care of within twenty-four hoursA list of areas that needed to be revisited by the professional cleaning service was completed within hours after the tenants received their keysFurthermore, if a tenant has any further maintenance issues post their modate, it is then the tenant's responsibility to contact First Site's maintenance service directly::
I am rejecting this response because:
there were nothing I left in the apartment doing to move out I never ever damage no one apartment I have rented other apartment and always got my deposit back cause I am a clean person I don't live nastynow if you like to see my pitcher and compare them with there pitcher I can send them to you now this apartment is for elderly people with disabilities I have a disabilities I can't clean the ceiling fans like the vents in the ceiling I can't doand no way the blind was not torn in the bed room and wear and tear on the toilet was there when I move in an carpet was not clean when I move in cause I laid on it a start itchingand there mold was a round the windows and it made me sick my doctor knows it cause my breathing to be shallow that why I moved
Initial Business Response /* (1000, 5, 2016/08/18) */
Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care ofDue to the apartment being vacant for a few months, there were various
areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisitedWhile meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeasedIn order to fix the situation, we put in an urgent call to the professional cleaning teamThe professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concernAdditionally, any maintenance issues were taken care of within the following twenty-four hoursFurthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to mofive days prior to their lease date on August 15th
Initial Consumer Rebuttal /* (2000, 7, 2016/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that First Site did do the maintenance we had requestedI do though just want to make sure that once my daughter and her room mate move out we/they won't be charged for the damaged carpet, nicks in the walls, broken refridgerator drawer and broken furnace vents that were beyond repair prior to them moving in
Initial Business Response /* (1000, 5, 2016/06/23) */
*** ***
*** White Oak Way
*** IL XXXXX
6/16/
Re: Sugar Creek #
Dear Resident(s) or Co-signer(s),
We have received your dispute and reviewed your concernsWe take the responsibility of holding other's money in the form of
security deposits very seriouslyIt is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each disputePlease remember to lto your resident portal via our website to see paid invoices, inspection paperwork and photos (if applicable)
On March 18, 2016:
A staff member personally delivered a move-out apartment preparation checklist to each apartmentWe also sent a text message to all residents with the following web link to the checklist: http://www.firstsiteapartments.com/upload/files/online_forms/Scanned-Copy-of-Pre...⇄ />
This checklist illustrated how to properly prepare/return the apartment in order to your entire security deposit refundWe also sent/text a video will helpful tips on how to prepare the apartment for inspection
First Site emailed/text all residents the following move-out instructions: http://www.firstsiteapartments.com/news/article/2016/03/2016-move-out-letterinst...⇄
According to your lease:
Security Deposit:
BThe following types of damages will, in addition to others, be chargeable to LESSEE upon LESSEE vacating the leased premises:
Extra cost of painting, carpet cleaning or replacement, or any other deodorizing process necessitated by the presence of persistent, lingering odor resulting from smoking materials, use of candles and incense, urine, alcohol, odorous cooking or otherwise
Extra cost of cleaning apartment to ensure that apartment is in occupancy ready condition
Damage to furniture and TV (if applicable)
After a careful review of your dispute, here is an explanation of what we found:
Your Dispute: Maintenance $
Our Response: Charge Stands
Maintenance was necessary for several items in your unitIn your dispute, you mentioned how the blinds were not damaged, however they did not meet our standardsTherefore, the replacement was necessaryAdditionally, we reviewed your move in inspection at the time of check in and did not see any notes concerning damaged, low quality, or old blindsFor a better understanding, you can go in your resident portal under the documents tab and find, a detailed breakdown of the charges, several pictures, and maintenance work order forms
Your Dispute: Painting $
Our Response: Charge reversed $
There were several marks, scratches, and pin holes throughout your unit which needed a painting service's attentionA total number of fourteen walls were paintedWe reviewed your move in inspection at the time of your check in and did find some notes regarding patches on Wall D in the living room and patches on the walls in bedroom twoSince Wall D in the living room and three walls in bedroom two were painted and charged to you, we will reimburse you and your roommate $(walls @ $per wall painted)This means that each individual roommate will equally be refunded $We apologize for this error and any inconveniences that came from itMoreover, there were ten other walls painted in the unit, those of which had no markings concerning them on your move in inspection formTherefore, these damages occurred during your tenancyFor an additional explanation, please view the documents located in your resident portal under the documents tabWithin the documents, you can see the work order form, along with an invoice, for the paint serviceIn addition to the documents stated, you can also find a paint inspection form in your resident portalThis form allows you to view the exact walls in your apartment that were painted
Your Dispute: Replacements $
Our Response: Charge Stands
There were three things in your unit that required a necessary replacement:
U-loft Bed Frame in Bedroom
Our move out inspectors discovered a broken bedframe in bedroom two during your move out inspectionAfter receiving your dispute, we reviewed your furniture move in inspection form and did not find any notes concerning a broken bedframeTherefore, the damages occurred during your tenancy
Steel Entry Door and Jamb
According to our move out inspectors and maintenance team, the front door was jammed and dented severelyDue to the damages, it had to be replacedIn your dispute, you noted that the door was not kicked in at any time during your tenancyHowever, while reviewing your move in inspection form, we did not find markings regarding the door being jammed or dentedTherefore, the damages occurred during your tenancy
Replace excessively stained/dirty flooring
The flooring in your unit was in need of replacement due to excessive staining and extreme filthWhile reviewing your move in inspection, we did find a note regarding cracks in the kitchen floors, however, the floors were not replaced due to the cracksWe also found a note regarding a stain in bedroom two, however, on the bottom left-hand side of your move in inspection form, you marked that the carpets were clean and shampooedAdditionally, there were stains on the carpet in bedroom one as wellAs noted by our move out inspectors, the staining was excessive and needed to be replaced
For all three replacements, there are receipts, inspection forms, work order forms, invoices, and receipts in your resident portal under the documents tabThese documents can provide you with a greater insight of the total replacement charges
Your Dispute: Apartment cleaning $
Our Response: Charge Stands
During your move out, we found several areas throughout your apartment that required a heavy cleanThere are many pictures in your resident portal of areas that needed a cleaning service's attentionIn addition to the pictures, your resident portal gives you the ability to view the apartment cleaning inspection form, similar to that of the painting oneThis form identifies each area in the unit where the cleaning service perform
If you should have any additional questions or concerns, please contact us in writing onlyThis is to ensure everything is documented and kept in your file
Sincerely,
*** ***
Leasing Manager
Licensed Leasing Consultant
First Site, Ltd
Initial Consumer Rebuttal /* (3000, 12, 2016/07/08) */
I do not agreeWith the response from First SiteI believe that they should have contacted both residents with the move out date and given an appropriate amount of time for the residents to move and clean out the apartment
Additionally, I would like proof that the repairs that were made were actually completedWhile receipts were provided for replacing all the flooring and front door, no pictures were sent showing the work had beeen completed
Based on our experience with First Site, I will make every effort I can to let people know that this company takes advantage of young studentsMy understanding is that there were several apartments with this company that received high repair billsI am disappointed that they would pay for remodeling their apartments at the expense of the tenants when the lcondition of the apartment upon move in was not clean and as it should have been
I am rejecting this response because: my thermostat said it was 60 degrees in my apartment. That was with the space heaters going. We had to run them continuously to get it to that temperature.
Due to the recent extreme-cold, the boiler in the building was working as hard as possible. First Site has been out to the building several times including the city inspector. The heat has been at 68 degrees which is city code. First Site has been doing everything possible to increase the heat....
Due to the extreme cold recently, the boiler in the building has been overworking. This Monday, January 22, First Site Maintenance will be executing a piping change. This change should help with the issue.
Initial Business Response /* (1000, 5, 2016/08/18) */
Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care of. Due to the apartment being vacant for a few months, there were various...
areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisited. While meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeased. In order to fix the situation, we put in an urgent call to the professional cleaning team. The professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concern. Additionally, any maintenance issues were taken care of within the following twenty-four hours. Furthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to move-in five days prior to their lease date on August 15th.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As this time several of the issues have been corrected. However the previously mentioned ripped, missing or torn window screens have not been replaced or repaired. The shower doors have not been repaired, remain broken and the shower head isn't working properly, most of the water comes out of the tub spigot. Dresser drawers and refrigerator drawers remain broken, cracked.
The cleaning crew that came to the apartment on 8-15-2016 told us they were not able to vaccuum because they did not bring one.
First Site has a 3 page checkout inventory when the students lease ends that includes all of the mentioned above and more. They require the apartment to be in excellent condition and cleaned. Since the apartment was not received in the same condition that First Site requires when the lease is over we are concerned the students will be held accountable for these items and their security deposit will not be returned.
First Site management allowed all the tenants of the building to move in 8/15/16, but our students did not move in until 8/18/16 due to the dirty conditions and safety concerns regarding the missing bedroom window locks, loose doorknobs, locks, and missing blinds.
On 8/18/16, my husband and I were there helping to move in when the bedroom window lock was replaced. We have sent a letter to First Site thanking them for the repairs that have been completed. Additionally, we were able to meet one of the maintenance crew, Scott, and in our letter to First Site we complemented them about Scott and let them know he was very helpful and attentive to getting everything in order.
Our goal is to have any outstanding repairs made on a timely basis and have assurance from First Site that the damage on carpets, walls, etc that was present when the students moved in and done by previous tenants will not be financially assessed against them at the end of their lease and their security deposit not returned. We appreciate their efforts to continue to address our concerns.
Final Business Response /* (4000, 14, 2016/09/06) */
One of many benefits of living with First Site is that all tenants has access to our twenty-four-hour maintenance service. In response to the tenant's request, the maintenance team completed several discrepancies within the unit that were found at the time of their move-in appointment. Any maintenance issues that become apparent to the tenant after a representative has come to the apartment on the day of the tenant's check-in date, becomes the tenant's responsibility to contact our maintenance service. Additionally, at the time of check-in, the tenants were displeased with the cleanliness of the unit. In response to better the situation and assure the tenants receive the exceptional customer service that we stand by and that they deserve, a professional cleaning team came to the apartment on the same date of their check-in. The tenants stated in their complaint that the cleaning team did not have a vacuum in the possession at the time they began cleaning the apartment. The cleaners did not come with a vacuum. Following the list of items made by the representatives after discussing with the dissatisfied customers, a vacuum was not needed. The professional cleaners did come prepared however, with a carpet cleaner and other cleaning items that were needed to complete the list in order to make the customers feel comfortable and at ease in their new apartment. As stated before, any other damages that are found by the tenant post their move-in date, are to be given directly to the maintenance service. In the company's policy book, which the tenants took possession of and signed the "Policy Book Acceptance" document, is a detailed section specifically for maintenance issues. This section serves as an aid in how to make a maintenance work order. To conclude, First Site went above and beyond by granting the tenants the ability to move in to their unit five days prior to their lease date. First Site responded immediately to the dissatisfied tenants' requests. A list of repairs and damages made by the representative and the tenant was immediately sent to the maintenance team, which was then taken care of within twenty-four hours. A list of areas that needed to be revisited by the professional cleaning service was completed within hours after the tenants received their keys. Furthermore, if a tenant has any further maintenance issues post their move-in date, it is then the tenant's responsibility to contact First Site's maintenance service directly. ::
Initial Business Response /* (1000, 5, 2015/06/12) */
June 11, 2015
[redacted]
[redacted]
Westchester, IL XXXXX
RE: [redacted] W.[redacted] Apt. [redacted]
Dear Resident(s) or Co-signer(s),
We have received your dispute and reviewed your concerns. We take the responsibility of holding other's...
money in the form of security deposits very seriously. It is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each dispute. This effort is to eliminate further problems and have each department double check each charge against a deposit. Here is an explanation of what we found:
Your Dispute: Maintenance Needed Upon Move-Out
(Invoice #XXXXX SMO Maint CT): $143.00
Our Response: Charge Stands
The tenants were charged for the labor and materials associated with repairing items listed on the form titled, "On-Campus Apartment Inspection (Maintenance Only)," noted during the move-out inspection. These items include broken blinds, removing food and items from the unit, repairing drywall from holes created by the tenants, replacing a screen that was missing, replacing a broken towel bar, etc. Prior to moving out all tenants received a move-out preparation packet titled, "Student Move-Out 2015," stating our expectations for each unit and the charges associated with maintenance. Any maintenance items that were beyond basic wear and tear and damaged by the residents during their tenancy would be charged to the tenant. Broken blinds, removing items, repairing drywall, broken or missing items etc., are clearly stated on this list. The labor cost is also stated at $49.95 an hour, so the residents are aware in advance as to what the charged for labor are. All maintenance work that was completed was not a result of normal wear and tear or stated on the original move-in inspection. During the move-out inspections, inspectors bring the move-in apartment checklist to refer to so that tenants are not charged for any pre-existing damage in the apartment. In addition, your son, [redacted], was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for repairing the damage may vary.
Your Dispute: Painting (Invoice #XXXXX): $500.00
Our Response: Charge Stands
Again, prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with painting. The lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of painting." Any scuffs, stains, marks, etc. on any part of the wall created by the tenants, not noted on the original move-in inspection, would be painted at a cost to the tenants. The move-in apartment checklist, signed by [redacted] states that all walls in the apartment were marked "ok" with no additional notes from the residents. The move-out preparation packet states that residents would be charged at a rate of $25.00 per wall. However, if 6+ walls needed painting, that would warrant a full paint as to keep consistency with the walls. A full paint for 3-4 Bedrooms was priced at $500.00. During the move-out inspection the inspectors noted on the painting needed form that 6 walls needed painting. However, First Site has decided to go above and beyond and only charge those 6 walls at the rate of $25 per wall. First Site will reverse the difference in the amount of $350.00 on the apartment account. [redacted] was present for the move-out inspection and signed the painting inspection form stating that the resident agrees with the description on the form.
Your Dispute: Dishwasher Replacement (Invoice #XXXXXXX): $390.62
Our Response: Charge Stands
The apartment checklist completed at the time of the move-in, was signed by Eric Kerr noting that the dishwasher was in "ok" condition with no further notes from the residents. During the move-out inspection the inspectors noted that the dishwasher was kicked in by the resident and in need of replacement. First Site is clear about the replacement of broken items or appliances not only in the move-out preparation checklist, but in the lease. The lease agreement states, "LESSEE shall be jointly and severally liable for any damage to the premises, furnishings, and appliances within said unit." Again, not only was the damage noted by the First Site inspector, but [redacted] was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for replacing items may vary. In regards to the rapidness of the purchase, the student move-out process is something that First Site prepares for months in advance. We have a staff of over 50 people working around the clock to flip apartments as soon as possible to ensure new residents are able to move-in only one week after. Also, First Site works with specific vendors during our move-out process and has done for many years. The appliance vendor that First Site works with is aware of the rapid turn-around process necessary to bring the units to move-in condition within one week after the tenants move-out due to new residents moving in only one week after the previous resident moves out. Meaning they also have staff and appliances prepared for rapid turn-around.
Your Dispute: Apartment Cleaning (Invoice #XXXXX): $200.00
Our Response: Charge Stands
Another purpose of the move-out preparation packet is to furnish a list of commonly missed items in the apartment and make tenants aware of what the inspector is looking for during the move-out appointment. The move-out preparation checklist notes that failure to clean the oven/stove or the shower/tub will result in a Heavy cleaning charge. Inspectors noted on the cleaning inspection checklist that two of the tub/showers still needed cleaning as of the move-out inspection. The pictures taken at the time of the move-out inspection confirm the inspector's notes. Therefore, the residents were charges $200.00 for the heavy cleaning, which is the the price they were made aware of before the inspection. The lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of cleaning apartment to ensure the apartment is in occupant ready condition." Again, [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form.
Your Dispute: Carpet Cleaning (Invoice #XXXXX): $90.00
Our Response: Charge Stands
Again, prior to the move-out date all tenants were provided with a move-out preparation packet and made aware of not only our cleaning expectations, but the carpet cleaning charges as well. All carpets in the unit must be shampooed and otherwise charges would be assessed. It also states in the lease agreement that the extra cost of carpet cleaning would be chargeable to the residents. Since no carpet cleaning was completed prior to the move-out inspection, the cleaning form states that carpet cleaning was needed and would be charged to the tenants. [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form.
All inspection forms and pictures were mailed to [redacted] who was the resident designated at the time of the move-out inspection to receive all information regarding the security deposit return. I was not able to attach pictures or inspections forms, but have mailed them to your permanent address.
First Site has agreed to reverse a total amount of $350.00 on your account. However, after further discussion, First Site has decided to go above and beyond waive the entire balance still owed. Your account stands at a $0.00 balance and no remaining amount is due. If you should have any additional questions or concerns, please contact us in writing only. This is to ensure everything is documented and kept in your file.
Sincerely,
[redacted]
[redacted] Manager
Licensed Leasing Consultant
First Site Ltd.
Dear Dispute Resolution Department,Prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with painting and cleaning. This packet helps tenant prepare for the move out inspection. Following the...
preparation packet is one way of recouping the security deposit refund. upon Mr. [redacted]'s move in he was given a move in check list that allowed him to mark any flaws with the apartment. attached is the move in inspection that Mr. [redacted] signed stating the he was satisfied with the apartments condition upon overseeing in. Other items attached are the inspection forms and pictures taken at the time of Mr. [redacted]'s move out inspection. Sincerely,Anne Mattingly Collections Coordinator First Site LTD.
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ June 11, [redacted] Westchester, IL XXXXX RE: [redacted] W[redacted] Apt [redacted] Dear Resident(s) or Co-signer(s), We have received your dispute and reviewed your concernsWe take the responsibility of holding other's money in the form of security deposits very seriouslyIt is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each disputeThis effort is to eliminate further problems and have each department double check each charge against a depositHere is an explanation of what we found: Your Dispute: Maintenance Needed Upon Move-Out (Invoice #XXXXX SMO Maint CT): $ Our Response: Charge Stands The tenants were charged for the labor and materials associated with repairing items listed on the form titled, "On-Campus Apartment Inspection (Maintenance Only)," noted during the move-out inspectionThese items include broken blinds, removing food and items from the unit, repairing drywall from holes created by the tenants, replacing a screen that was missing, replacing a broken towel bar, etcPrior to moving out all tenants received a move-out preparation packet titled, "Student Move-Out 2015," stating our expectations for each unit and the charges associated with maintenanceAny maintenance items that were beyond basic wear and tear and damaged by the residents during their tenancy would be charged to the tenantBroken blinds, removing items, repairing drywall, broken or missing items etc., are clearly stated on this listThe labor cost is also stated at $an hour, so the residents are aware in advance as to what the charged for labor areAll maintenance work that was completed was not a result of wear and tear or stated on the original moinspectionDuring the move-out inspections, inspectors bring the moapartment checklist to refer to so that tenants are not charged for any pre-existing damage in the apartmentIn addition, your son, [redacted] ***, was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for repairing the damage may vary Your Dispute: Painting (Invoice #XXXXX): $ Our Response: Charge Stands Again, prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with paintingThe lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of painting." Any scuffs, stains, marks, etcon any part of the wall created by the tenants, not noted on the original moinspection, would be painted at a cost to the tenantsThe moapartment checklist, signed by [redacted] states that all walls in the apartment were marked "ok" with no additional notes from the residentsThe move-out preparation packet states that residents would be charged at a rate of $per wallHowever, if 6+ walls needed painting, that would warrant a full paint as to keep consistency with the wallsA full paint for 3-Bedrooms was priced at $During the move-out inspection the inspectors noted on the painting needed form that walls needed paintingHowever, First Site has decided to go above and beyond and only charge those walls at the rate of $per wallFirst Site will reverse the difference in the amount of $on the apartment account [redacted] was present for the move-out inspection and signed the painting inspection form stating that the resident agrees with the description on the form Your Dispute: Dishwasher Replacement (Invoice #XXXXXXX): $ Our Response: Charge Stands The apartment checklist completed at the time of the move-in, was signed by Eric Kerr noting that the dishwasher was in "ok" condition with no further notes from the residentsDuring the move-out inspection the inspectors noted that the dishwasher was kicked in by the resident and in need of replacementFirst Site is clear about the replacement of broken items or appliances not only in the move-out preparation checklist, but in the leaseThe lease agreement states, "LESSEE shall be jointly and severally liable for any damage to the premises, furnishings, and appliances within said unit." Again, not only was the damage noted by the First Site inspector, but [redacted] was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for replacing items may varyIn regards to the rapidness of the purchase, the student move-out process is something that First Site prepares for months in advanceWe have a staff of over people working around the clock to flip apartments as soon as possible to ensure new residents are able to moonly one week afterAlso, First Site works with specific vendors during our move-out process and has done for many yearsThe appliance vendor that First Site works with is aware of the rapid turn-around process necessary to bring the units to mocondition within one week after the tenants move-out due to new residents moving in only one week after the previous resident moves outMeaning they also have staff and appliances prepared for rapid turn-around Your Dispute: Apartment Cleaning (Invoice #XXXXX): $ Our Response: Charge Stands Another purpose of the move-out preparation packet is to furnish a list of commonly missed items in the apartment and make tenants aware of what the inspector is looking for during the move-out appointmentThe move-out preparation checklist notes that failure to clean the oven/stove or the shower/tub will result in a Heavy cleaning chargeInspectors noted on the cleaning inspection checklist that two of the tub/showers still needed cleaning as of the move-out inspectionThe pictures taken at the time of the move-out inspection confirm the inspector's notesTherefore, the residents were charges $for the heavy cleaning, which is the the price they were made aware of before the inspectionThe lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of cleaning apartment to ensure the apartment is in occupant ready condition." Again, [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form Your Dispute: Carpet Cleaning (Invoice #XXXXX): $ Our Response: Charge Stands Again, prior to the move-out date all tenants were provided with a move-out preparation packet and made aware of not only our cleaning expectations, but the carpet cleaning charges as wellAll carpets in the unit must be shampooed and otherwise charges would be assessedIt also states in the lease agreement that the extra cost of carpet cleaning would be chargeable to the residentsSince no carpet cleaning was completed prior to the move-out inspection, the cleaning form states that carpet cleaning was needed and would be charged to the tenants [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form All inspection forms and pictures were mailed to [redacted] who was the resident designated at the time of the move-out inspection to receive all information regarding the security deposit returnI was not able to attach pictures or inspections forms, but have mailed them to your permanent address First Site has agreed to reverse a total amount of $on your accountHowever, after further discussion, First Site has decided to go above and beyond waive the entire balance still owedYour account stands at a $balance and no remaining amount is dueIf you should have any additional questions or concerns, please contact us in writing onlyThis is to ensure everything is documented and kept in your file Sincerely, [redacted] Manager Licensed Leasing Consultant First Site Ltd
Initial Business Response / [redacted] (1000, 5, 2016/08/18) */ Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care ofDue to the apartment being vacant for a few months, there were various areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisitedWhile meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeasedIn order to fix the situation, we put in an urgent call to the professional cleaning teamThe professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concernAdditionally, any maintenance issues were taken care of within the following twenty-four hoursFurthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to mofive days prior to their lease date on August 15th Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As this time several of the issues have been correctedHowever the previously mentioned ripped, missing or torn window screens have not been replaced or repairedThe shower doors have not been repaired, remain broken and the shower head isn't working properly, most of the water comes out of the tub spigotDresser drawers and refrigerator drawers remain broken, cracked The cleaning crew that came to the apartment on 8-15-told us they were not able to vaccuum because they did not bring one First Site has a page checkout inventory when the students lease ends that includes all of the mentioned above and moreThey require the apartment to be in excellent condition and cleanedSince the apartment was not received in the same condition that First Site requires when the lease is over we are concerned the students will be held accountable for these items and their security deposit will not be returned First Site management allowed all the tenants of the building to move in 8/15/16, but our students did not move in until 8/18/due to the dirty conditions and safety concerns regarding the missing bedroom window locks, loose doorknobs, locks, and missing blinds On 8/18/16, my husband and I were there helping to move in when the bedroom window lock was replacedWe have sent a letter to First Site thanking them for the repairs that have been completedAdditionally, we were able to meet one of the maintenance crew, Scott, and in our letter to First Site we complemented them about Scott and let them know he was very helpful and attentive to getting everything in order Our goal is to have any outstanding repairs made on a timely basis and have assurance from First Site that the damage on carpets, walls, etc that was present when the students moved in and done by previous tenants will not be financially assessed against them at the end of their lease and their security deposit not returnedWe appreciate their efforts to continue to address our concerns Final Business Response / [redacted] (4000, 14, 2016/09/06) */ One of many benefits of living with First Site is that all tenants has access to our twenty-four-hour maintenance serviceIn response to the tenant's request, the maintenance team completed several discrepancies within the unit that were found at the time of their moappointmentAny maintenance issues that become apparent to the tenant after a representative has come to the apartment on the day of the tenant's chedate, becomes the tenant's responsibility to contact our maintenance serviceAdditionally, at the time of check-in, the tenants were displeased with the cleanliness of the unitIn response to better the situation and assure the tenants receive the exceptional customer service that we stand by and that they deserve, a professional cleaning team came to the apartment on the same date of their check-inThe tenants stated in their complaint that the cleaning team did not have a vacuum in the possession at the time they began cleaning the apartmentThe cleaners did not come with a vacuumFollowing the list of items made by the representatives after discussing with the dissatisfied customers, a vacuum was not neededThe professional cleaners did come prepared however, with a carpet cleaner and other cleaning items that were needed to complete the list in order to make the customers feel comfortable and at ease in their new apartmentAs stated before, any other damages that are found by the tenant post their modate, are to be given directly to the maintenance serviceIn the company's policy book, which the tenants took possession of and signed the "Policy Book Acceptance" document, is a detailed section specifically for maintenance issuesThis section serves as an aid in how to make a maintenance work orderTo conclude, First Site went above and beyond by granting the tenants the ability to move in to their unit five days prior to their lease dateFirst Site responded immediately to the dissatisfied tenants' requestsA list of repairs and damages made by the representative and the tenant was immediately sent to the maintenance team, which was then taken care of within twenty-four hoursA list of areas that needed to be revisited by the professional cleaning service was completed within hours after the tenants received their keysFurthermore, if a tenant has any further maintenance issues post their modate, it is then the tenant's responsibility to contact First Site's maintenance service directly::
I am rejecting this response because:
there were nothing I left in the apartment doing to move out I never ever damage no one apartment I have rented other apartment and always got my deposit back cause I am a clean person I don't live nastynow if you like to see my pitcher and compare them with there pitcher I can send them to you now this apartment is for elderly people with disabilities I have a disabilities I can't clean the ceiling fans like the vents in the ceiling I can't doand no way the blind was not torn in the bed room and wear and tear on the toilet was there when I move in an carpet was not clean when I move in cause I laid on it a start itchingand there mold was a round the windows and it made me sick my doctor knows it cause my breathing to be shallow that why I moved
Initial Business Response /* (1000, 5, 2016/08/18) */
Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care ofDue to the apartment being vacant for a few months, there were various
areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisitedWhile meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeasedIn order to fix the situation, we put in an urgent call to the professional cleaning teamThe professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concernAdditionally, any maintenance issues were taken care of within the following twenty-four hoursFurthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to mofive days prior to their lease date on August 15th
Initial Consumer Rebuttal /* (2000, 7, 2016/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe that First Site did do the maintenance we had requestedI do though just want to make sure that once my daughter and her room mate move out we/they won't be charged for the damaged carpet, nicks in the walls, broken refridgerator drawer and broken furnace vents that were beyond repair prior to them moving in
Initial Business Response /* (1000, 5, 2016/06/23) */
*** ***
*** White Oak Way
*** IL XXXXX
6/16/
Re: Sugar Creek #
Dear Resident(s) or Co-signer(s),
We have received your dispute and reviewed your concernsWe take the responsibility of holding other's money in the form of
security deposits very seriouslyIt is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each disputePlease remember to lto your resident portal via our website to see paid invoices, inspection paperwork and photos (if applicable)
On March 18, 2016:
A staff member personally delivered a move-out apartment preparation checklist to each apartmentWe also sent a text message to all residents with the following web link to the checklist: http://www.firstsiteapartments.com/upload/files/online_forms/Scanned-Copy-of-Pre...⇄ /> This checklist illustrated how to properly prepare/return the apartment in order to your entire security deposit refundWe also sent/text a video will helpful tips on how to prepare the apartment for inspection
First Site emailed/text all residents the following move-out instructions:
http://www.firstsiteapartments.com/news/article/2016/03/2016-move-out-letterinst...⇄
According to your lease:
Security Deposit:
BThe following types of damages will, in addition to others, be chargeable to LESSEE upon LESSEE vacating the leased premises:
Extra cost of painting, carpet cleaning or replacement, or any other deodorizing process necessitated by the presence of persistent, lingering odor resulting from smoking materials, use of candles and incense, urine, alcohol, odorous cooking or otherwise
Extra cost of cleaning apartment to ensure that apartment is in occupancy ready condition
Damage to furniture and TV (if applicable)
After a careful review of your dispute, here is an explanation of what we found:
Your Dispute: Maintenance $
Our Response: Charge Stands
Maintenance was necessary for several items in your unitIn your dispute, you mentioned how the blinds were not damaged, however they did not meet our standardsTherefore, the replacement was necessaryAdditionally, we reviewed your move in inspection at the time of check in and did not see any notes concerning damaged, low quality, or old blindsFor a better understanding, you can go in your resident portal under the documents tab and find, a detailed breakdown of the charges, several pictures, and maintenance work order forms
Your Dispute: Painting $
Our Response: Charge reversed $
There were several marks, scratches, and pin holes throughout your unit which needed a painting service's attentionA total number of fourteen walls were paintedWe reviewed your move in inspection at the time of your check in and did find some notes regarding patches on Wall D in the living room and patches on the walls in bedroom twoSince Wall D in the living room and three walls in bedroom two were painted and charged to you, we will reimburse you and your roommate $(walls @ $per wall painted)This means that each individual roommate will equally be refunded $We apologize for this error and any inconveniences that came from itMoreover, there were ten other walls painted in the unit, those of which had no markings concerning them on your move in inspection formTherefore, these damages occurred during your tenancyFor an additional explanation, please view the documents located in your resident portal under the documents tabWithin the documents, you can see the work order form, along with an invoice, for the paint serviceIn addition to the documents stated, you can also find a paint inspection form in your resident portalThis form allows you to view the exact walls in your apartment that were painted
Your Dispute: Replacements $
Our Response: Charge Stands
There were three things in your unit that required a necessary replacement:
U-loft Bed Frame in Bedroom
Our move out inspectors discovered a broken bedframe in bedroom two during your move out inspectionAfter receiving your dispute, we reviewed your furniture move in inspection form and did not find any notes concerning a broken bedframeTherefore, the damages occurred during your tenancy
Steel Entry Door and Jamb
According to our move out inspectors and maintenance team, the front door was jammed and dented severelyDue to the damages, it had to be replacedIn your dispute, you noted that the door was not kicked in at any time during your tenancyHowever, while reviewing your move in inspection form, we did not find markings regarding the door being jammed or dentedTherefore, the damages occurred during your tenancy
Replace excessively stained/dirty flooring
The flooring in your unit was in need of replacement due to excessive staining and extreme filthWhile reviewing your move in inspection, we did find a note regarding cracks in the kitchen floors, however, the floors were not replaced due to the cracksWe also found a note regarding a stain in bedroom two, however, on the bottom left-hand side of your move in inspection form, you marked that the carpets were clean and shampooedAdditionally, there were stains on the carpet in bedroom one as wellAs noted by our move out inspectors, the staining was excessive and needed to be replaced
For all three replacements, there are receipts, inspection forms, work order forms, invoices, and receipts in your resident portal under the documents tabThese documents can provide you with a greater insight of the total replacement charges
Your Dispute: Apartment cleaning $
Our Response: Charge Stands
During your move out, we found several areas throughout your apartment that required a heavy cleanThere are many pictures in your resident portal of areas that needed a cleaning service's attentionIn addition to the pictures, your resident portal gives you the ability to view the apartment cleaning inspection form, similar to that of the painting oneThis form identifies each area in the unit where the cleaning service perform
If you should have any additional questions or concerns, please contact us in writing onlyThis is to ensure everything is documented and kept in your file
Sincerely,
*** ***
Leasing Manager
Licensed Leasing Consultant
First Site, Ltd
Initial Consumer Rebuttal /* (3000, 12, 2016/07/08) */
I do not agreeWith the response from First SiteI believe that they should have contacted both residents with the move out date and given an appropriate amount of time for the residents to move and clean out the apartment
Additionally, I would like proof that the repairs that were made were actually completedWhile receipts were provided for replacing all the flooring and front door, no pictures were sent showing the work had beeen completed
Based on our experience with First Site, I will make every effort I can to let people know that this company takes advantage of young studentsMy understanding is that there were several apartments with this company that received high repair billsI am disappointed that they would pay for remodeling their apartments at the expense of the tenants when the lcondition of the apartment upon move in was not clean and as it should have been
I am rejecting this response because: my thermostat said it was 60 degrees in my apartment. That was with the space heaters going. We had to run them continuously to get it to that temperature.
Due to the recent extreme-cold, the boiler in the building was working as hard as possible. First Site has been out to the building several times including the city inspector. The heat has been at 68 degrees which is city code. First Site has been doing everything possible to increase the heat....
Due to the extreme cold recently, the boiler in the building has been overworking. This Monday, January 22, First Site Maintenance will be executing a piping change. This change should help with the issue.
Initial Business Response /* (1000, 5, 2016/08/18) */
Prior to the tenants moving in to the apartment, we had professionals come out to clean the apartment, along with making sure that any maintenance issues were taken care of. Due to the apartment being vacant for a few months, there were various...
areas in the apartment that needed to be wiped down and minor maintenance issues needed to be revisited. While meeting the tenants at the apartment after the they received their keys, the company's representatives became aware of both tenants being displeased. In order to fix the situation, we put in an urgent call to the professional cleaning team. The professionals came to the unit within a few hours after the tenants moved in and cleaned the areas of concern. Additionally, any maintenance issues were taken care of within the following twenty-four hours. Furthermore, the tenant's lease does not begin until August 20th, however, First Site went above and beyond by allowing the tenants to move-in five days prior to their lease date on August 15th.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As this time several of the issues have been corrected. However the previously mentioned ripped, missing or torn window screens have not been replaced or repaired. The shower doors have not been repaired, remain broken and the shower head isn't working properly, most of the water comes out of the tub spigot. Dresser drawers and refrigerator drawers remain broken, cracked.
The cleaning crew that came to the apartment on 8-15-2016 told us they were not able to vaccuum because they did not bring one.
First Site has a 3 page checkout inventory when the students lease ends that includes all of the mentioned above and more. They require the apartment to be in excellent condition and cleaned. Since the apartment was not received in the same condition that First Site requires when the lease is over we are concerned the students will be held accountable for these items and their security deposit will not be returned.
First Site management allowed all the tenants of the building to move in 8/15/16, but our students did not move in until 8/18/16 due to the dirty conditions and safety concerns regarding the missing bedroom window locks, loose doorknobs, locks, and missing blinds.
On 8/18/16, my husband and I were there helping to move in when the bedroom window lock was replaced. We have sent a letter to First Site thanking them for the repairs that have been completed. Additionally, we were able to meet one of the maintenance crew, Scott, and in our letter to First Site we complemented them about Scott and let them know he was very helpful and attentive to getting everything in order.
Our goal is to have any outstanding repairs made on a timely basis and have assurance from First Site that the damage on carpets, walls, etc that was present when the students moved in and done by previous tenants will not be financially assessed against them at the end of their lease and their security deposit not returned. We appreciate their efforts to continue to address our concerns.
Final Business Response /* (4000, 14, 2016/09/06) */
One of many benefits of living with First Site is that all tenants has access to our twenty-four-hour maintenance service. In response to the tenant's request, the maintenance team completed several discrepancies within the unit that were found at the time of their move-in appointment. Any maintenance issues that become apparent to the tenant after a representative has come to the apartment on the day of the tenant's check-in date, becomes the tenant's responsibility to contact our maintenance service. Additionally, at the time of check-in, the tenants were displeased with the cleanliness of the unit. In response to better the situation and assure the tenants receive the exceptional customer service that we stand by and that they deserve, a professional cleaning team came to the apartment on the same date of their check-in. The tenants stated in their complaint that the cleaning team did not have a vacuum in the possession at the time they began cleaning the apartment. The cleaners did not come with a vacuum. Following the list of items made by the representatives after discussing with the dissatisfied customers, a vacuum was not needed. The professional cleaners did come prepared however, with a carpet cleaner and other cleaning items that were needed to complete the list in order to make the customers feel comfortable and at ease in their new apartment. As stated before, any other damages that are found by the tenant post their move-in date, are to be given directly to the maintenance service. In the company's policy book, which the tenants took possession of and signed the "Policy Book Acceptance" document, is a detailed section specifically for maintenance issues. This section serves as an aid in how to make a maintenance work order. To conclude, First Site went above and beyond by granting the tenants the ability to move in to their unit five days prior to their lease date. First Site responded immediately to the dissatisfied tenants' requests. A list of repairs and damages made by the representative and the tenant was immediately sent to the maintenance team, which was then taken care of within twenty-four hours. A list of areas that needed to be revisited by the professional cleaning service was completed within hours after the tenants received their keys. Furthermore, if a tenant has any further maintenance issues post their move-in date, it is then the tenant's responsibility to contact First Site's maintenance service directly. ::
Initial Business Response /* (1000, 5, 2015/06/12) */
June 11, 2015
[redacted]
[redacted]
Westchester, IL XXXXX
RE: [redacted] W.[redacted] Apt. [redacted]
Dear Resident(s) or Co-signer(s),
We have received your dispute and reviewed your concerns. We take the responsibility of holding other's...
money in the form of security deposits very seriously. It is for this reason when a dispute arises that we have it submitted in writing, upon receiving a written dispute we have a panel from several departments investigate each dispute. This effort is to eliminate further problems and have each department double check each charge against a deposit. Here is an explanation of what we found:
Your Dispute: Maintenance Needed Upon Move-Out
(Invoice #XXXXX SMO Maint CT): $143.00
Our Response: Charge Stands
The tenants were charged for the labor and materials associated with repairing items listed on the form titled, "On-Campus Apartment Inspection (Maintenance Only)," noted during the move-out inspection. These items include broken blinds, removing food and items from the unit, repairing drywall from holes created by the tenants, replacing a screen that was missing, replacing a broken towel bar, etc. Prior to moving out all tenants received a move-out preparation packet titled, "Student Move-Out 2015," stating our expectations for each unit and the charges associated with maintenance. Any maintenance items that were beyond basic wear and tear and damaged by the residents during their tenancy would be charged to the tenant. Broken blinds, removing items, repairing drywall, broken or missing items etc., are clearly stated on this list. The labor cost is also stated at $49.95 an hour, so the residents are aware in advance as to what the charged for labor are. All maintenance work that was completed was not a result of normal wear and tear or stated on the original move-in inspection. During the move-out inspections, inspectors bring the move-in apartment checklist to refer to so that tenants are not charged for any pre-existing damage in the apartment. In addition, your son, [redacted], was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for repairing the damage may vary.
Your Dispute: Painting (Invoice #XXXXX): $500.00
Our Response: Charge Stands
Again, prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with painting. The lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of painting." Any scuffs, stains, marks, etc. on any part of the wall created by the tenants, not noted on the original move-in inspection, would be painted at a cost to the tenants. The move-in apartment checklist, signed by [redacted] states that all walls in the apartment were marked "ok" with no additional notes from the residents. The move-out preparation packet states that residents would be charged at a rate of $25.00 per wall. However, if 6+ walls needed painting, that would warrant a full paint as to keep consistency with the walls. A full paint for 3-4 Bedrooms was priced at $500.00. During the move-out inspection the inspectors noted on the painting needed form that 6 walls needed painting. However, First Site has decided to go above and beyond and only charge those 6 walls at the rate of $25 per wall. First Site will reverse the difference in the amount of $350.00 on the apartment account. [redacted] was present for the move-out inspection and signed the painting inspection form stating that the resident agrees with the description on the form.
Your Dispute: Dishwasher Replacement (Invoice #XXXXXXX): $390.62
Our Response: Charge Stands
The apartment checklist completed at the time of the move-in, was signed by Eric Kerr noting that the dishwasher was in "ok" condition with no further notes from the residents. During the move-out inspection the inspectors noted that the dishwasher was kicked in by the resident and in need of replacement. First Site is clear about the replacement of broken items or appliances not only in the move-out preparation checklist, but in the lease. The lease agreement states, "LESSEE shall be jointly and severally liable for any damage to the premises, furnishings, and appliances within said unit." Again, not only was the damage noted by the First Site inspector, but [redacted] was present for the move-out inspection and signed the inspection form stating that the resident agrees with the description on the form and prices for replacing items may vary. In regards to the rapidness of the purchase, the student move-out process is something that First Site prepares for months in advance. We have a staff of over 50 people working around the clock to flip apartments as soon as possible to ensure new residents are able to move-in only one week after. Also, First Site works with specific vendors during our move-out process and has done for many years. The appliance vendor that First Site works with is aware of the rapid turn-around process necessary to bring the units to move-in condition within one week after the tenants move-out due to new residents moving in only one week after the previous resident moves out. Meaning they also have staff and appliances prepared for rapid turn-around.
Your Dispute: Apartment Cleaning (Invoice #XXXXX): $200.00
Our Response: Charge Stands
Another purpose of the move-out preparation packet is to furnish a list of commonly missed items in the apartment and make tenants aware of what the inspector is looking for during the move-out appointment. The move-out preparation checklist notes that failure to clean the oven/stove or the shower/tub will result in a Heavy cleaning charge. Inspectors noted on the cleaning inspection checklist that two of the tub/showers still needed cleaning as of the move-out inspection. The pictures taken at the time of the move-out inspection confirm the inspector's notes. Therefore, the residents were charges $200.00 for the heavy cleaning, which is the the price they were made aware of before the inspection. The lease agreement also states that one of the items chargeable to the lessee upon termination includes, "extra cost of cleaning apartment to ensure the apartment is in occupant ready condition." Again, [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form.
Your Dispute: Carpet Cleaning (Invoice #XXXXX): $90.00
Our Response: Charge Stands
Again, prior to the move-out date all tenants were provided with a move-out preparation packet and made aware of not only our cleaning expectations, but the carpet cleaning charges as well. All carpets in the unit must be shampooed and otherwise charges would be assessed. It also states in the lease agreement that the extra cost of carpet cleaning would be chargeable to the residents. Since no carpet cleaning was completed prior to the move-out inspection, the cleaning form states that carpet cleaning was needed and would be charged to the tenants. [redacted] was present for the move-out inspection and signed the cleaning inspection form stating that the resident agrees with the description on the form.
All inspection forms and pictures were mailed to [redacted] who was the resident designated at the time of the move-out inspection to receive all information regarding the security deposit return. I was not able to attach pictures or inspections forms, but have mailed them to your permanent address.
First Site has agreed to reverse a total amount of $350.00 on your account. However, after further discussion, First Site has decided to go above and beyond waive the entire balance still owed. Your account stands at a $0.00 balance and no remaining amount is due. If you should have any additional questions or concerns, please contact us in writing only. This is to ensure everything is documented and kept in your file.
Sincerely,
[redacted]
[redacted] Manager
Licensed Leasing Consultant
First Site Ltd.
Hello, we did everything we were required to do. It was very cold across the area and the temperature in your apartment was normal.
Dear Dispute Resolution Department,Prior to moving out all tenants received a move-out preparation packet stating our expectations for each unit and the charges associated with painting and cleaning. This packet helps tenant prepare for the move out inspection. Following the...
preparation packet is one way of recouping the security deposit refund. upon Mr. [redacted]'s move in he was given a move in check list that allowed him to mark any flaws with the apartment. attached is the move in inspection that Mr. [redacted] signed stating the he was satisfied with the apartments condition upon overseeing in. Other items attached are the inspection forms and pictures taken at the time of Mr. [redacted]'s move out inspection. Sincerely,Anne Mattingly Collections Coordinator First Site LTD.