Fountains of West County, LLC

With regards to complaint #***. Contrary to the complaint, our insurance policy is disclosed in our Admissions Packet. The policy is discussed by our Move In Coordinator and Executive Director, prior to signing the Residency Agreement and taking possession of an
apartment. If at any time the Resident choose not follow our policy, there would have been no penalty, including financial, for the Resident to withdraw their deposit and not take possession. In this case, The Resident and their family were fully aware and verbally discussed this policy with our Move In Coordinator, prior to signing the Residency Agreement. It was then discussed again during the signing of the Residency Agreement with our Executive Director Carpet Replacement. Per our Residency Agreement, all damages to the apartment caused by the Resident are the responsibility of the Tenant. We must replace all carpet in the 600+ sqftapartment. We are unable to replace sections of the carpet, due to the different die lots. It is not acceptable standards for our apartment flooring not to match nor pieced together. Customer Service. We responded to the Family’s multiple emails, in a timely and courteous manner. When the family member continued to send numerous emails, to various employees wanting different answers to the same questions, we ceased communication. If you need anything additional, pleas let us know. Warm Regards, *** ***Regional Director