FPI Management

Dear ***,I sincerely apologize for any inconvenience these issues may have caused youI have taken the liberty of resubmitting your move out disposition revision that now reflects the proper amountsAccording to my research, You were incorrectly charged for items that did not pertain to your move outYou are correct, after further review it was acknowledgedThe correct deductions from your security deposit were past due utilities from two billing cycles prior to your move outI agree that that information should have been provided to you and thoroughly explainedLastly, I would like to address the lack of communication on our partAlthough it is not a valid excuse, we have gone through several staff changes and technical challenges due to our office transferThings may gotten lost in the shuffleI have addressed this with the staff and have also purchased new phones to eliminate these issues furtherI understand that there are several things that went array with your experience at ***My goal is to rectify these issues and to demonstrate A+ customer service going forward.Please do not hesitate to contact us if we can be of any further assistanceThank you for choosing [redacted] and good luck with your future endeavors.Sincerely, [redacted] ***Community Director [redacted]

To whom it may concern, The resident lived at Date Tree from 10/14/11-10/11/(almost months)On October 1, the residents expressed that they would not be able to renew their lease (as previously discussed) due to a financial hardship and would be moving outA family member who
spoke enough English to translate was always present during our interactions which is how I knew they wished to move in the first placeI explained to the residents that they would still be responsible for the rent for the month of October 2013, as their lease did not end until 10/31/I then explained that I would need them to complete a formal written 30-Day Notice of Intent to Vacate, which I have copies of in my officeI explained the notice to themBoth residents agreed to and signed the notice in my presenceThey did not select any options for a pre-move out inspection. On 10/3/I received a document via certified mail from *** ***It explained that she was experiencing a financial hardship and would need to be vacating before 10/31/This is included in the attachmentsThe rent was not paid on 10/1/which resulted in a late fee of $was charged on 10/4/13. On October 11, the residents brought me keys to their home and said they were finished moving outThey did not request a pre-move out inspection at this time eitherUpon inspection of the vacant home with my maintenance technician we discovered damage to the home such as marks on the walls, including crayon and spray paintI also called upon our carpet cleaning/repair company and they found "heavy bleach damage and wear contrast" and recommended replacement of the carpetThe carpet was replaced, however, was older than months old, so the resident was not charged any carpet replacement chargesThe cleaner also charged $for cleaning the homeI took pictures of the condition of the home upon move out, however, our office computer motherboard crashed in and I lost NUMEROUS pertinent files, including photos from this time periodUpon calculating the total move out charges in FPI's version of move out forfeiture, it was concluded that the resident owed a total of $(including $unpaid rent for the month of October 2013, $late fee, and an unpaid utility bill of $45)Their paid security deposit of $was taken from that total, leaving a balance of $due to Date Tree ApartmentsThe move out paperwork (including invoices) was mailed to the residents promptly thereafterThe file was submitted for collection with Rent Collect Global on 12/20/13, as the residents had made no attempts to contact the rental office to make paymentI was the manager upon the time of move out and still amI did not hear from the residents at any time after they moved out, until ***'s daughter *** contacted me on 4/16/requesting supporting documents for her mother's move out collectionShe said that her mother had received the paperwork after she moved out, but must have thrown them awayWith ***'s written consent I provided the paperwork to *** on 4/17/I asked what her concerns were to see if I could be of assistance and she stated that her mother felt she was charged unfairly and had already reported Date Tree to the Revdex.com and just needed the documents to submit to themI tried to discuss the move out charges with *** to help clear up any possible confusionWhile *** was polite, she was also adamant that her mother wished to pursue the complaint.Thank you, *** ***Community DirectorDate Tree

To whom it may concern, On April 5, 2016, John *** (former resident of unit 48) contacted Oak Brook Apartments to address the charges listed on the Disposition of Security Deposit for his recent move-outMr*** discussed those charges with the Assistant Community Director, Hannah ***, and
questioned how we reached a total of $for nail hole patchesHannah notified Mr*** that we count the number of holes and/or wall chips during the move-out inspections, and charge $apieceMr*** asked to speak with the manager, so Hannah took a message and forwarded it onto me. On April 6, 2016, I returned Mr***’s call to review the move-out charges assessed against his security depositI also invited him to meet at Oak Brook in order to review the post-move out photographs taken of his unit and/or to walk the vacant apartment and determine whether adjustments to his disposition were necessaryMr*** refused my invitation, citing that it would be inconvenient to make a trip to our officeIt was my understanding that Amy *** (co-lessee of unit 48) would be visiting the Oak Brook leasing office later that day to retrieve a package that was sent to her previous address in errorI notified Mr*** of this and offered to review the move-out photographs and charges with Mrs*** in his absenceHe said that Mrs*** was welcome to do so if she wanted. Mrs*** arrived to retrieve her package later that day and sat down to review the move-out photographs with meWe also went over several other items listed in the disposition paperwork, including the carpet repair charges and utility invoices. Mrs*** did not dispute the charges at that time, and declined my offer to walk the apartment with her. On April 13, 2016, Mrs*** contacted the office to discuss making a payment of the balance owedMs*** notified Mrs*** that this payment could be submitted via cashier’s check or money order to our officeMrs*** stated that she would be paying with a personal check, but Ms*** advised that we can only accept bad debt payments in the form of certified fundsMrs*** asked Ms*** for clarification, as she typically paid her rent via personal checkMs*** confirmed that while we accept personal check as a method of payment for current residents, all past tenant charges must be paid using certified fundsMs*** suggested several locations where money orders could be purchased and, shortly after, Mrs*** disconnected the call. On April 14, 2016, Ms*** and I found a voicemail message (date-stamped April 13) from Mrs*** stating that she was disputing the nail hole charge of $and would not be inconvenienced by our demand for payment via certified fundsShe requested a call back the same day, which we were unable to accommodate given the time that the message was left. Shortly after receipt of said message, we were notified of the Revdex.com complaint submitted by Mrs***. Thank you, *** ***Community DirectorOak Brook Apartments

Please provide the community name that you reside at

I am rejecting this response because: It is not a closed matter, as the level of organization resulted in the misplacement of documentsThe coordinator specifically agreed to reach out to the appropriate person to attain bank statementsIn my possession, I just have venmo transactions that cover the appropriate fundsThe coordinator even claimed she was going to return my phone call, which has still not occurredThe response to my demand letter contained fraudulent misleading information without proper itemized receipts that I requested

Here is a response to these concerns. The home required a heavy clean per Adora evaluation and vendor, *** ***The windows and blinds needed to be thoroughly cleaned, the shower doors had to be treated for water spots, all cabinets needed to be wiped down, the floors needed to be
thoroughly cleaned, the refrigerator had to be wiped down on all sides and behind due to dust and marks, drawers in the kitchen had personal items in them, there was multiple hand prints and dirty spots on doors and door frames, base boards had to be wiped downIt took our cleaning crew, *** ***, a total of hours with three people, which is a total hours of workI don't feel these charges should be reversed because we have already explained that we are unable to deduct any charges because this is what the vendor charged us.Our cleaning vendor, *** ***, always hand-writes their estimates/invoices, but they all have the *** *** logo with contact info imprinted on every invoice. We have never had an issue and have used this vendor for over years. Almost every item was checked because it needed to be cleaned- the home was only surface cleaned, not thoroughly cleanedA normal/general cleaning for this size unit takes hours, her unit took hours to clean They pull out the stove and the fridge. Whenever we speak to residents during their walk through or about moving out, we advise to not spend all day/night cleaning, because legally it has to be professionally cleaned. There were multiple occasions that I spoke to this resident during her move out time frame and let her know that we were only looking for major damage during the pre move-out inspection.Regarding the painting of the apartment, the resident was never charged for a full paintingShe was charged for hours of maintenance labor and $in paintAfter her wear-and-tear allowance was deducted, she only owed $which we later reversed as a courtesy.As we mentioned to this resident before, we only received an email through our resident portal stating that she was going to give her 30-day notice. I sent her an email back to her personal email with the FPI form and when I didn't see it on Monday, August 3rd I sent a courtesy email letting her know I hadn't received it. After further research, it was discovered that she sent the notice from her work email that went to a spam folder.*** ***Community Director Adora

To whom it may concern, Today, 8/12/16, I received a forwarded message that was left by ***I called him back, he told me his side of the story and that at this point he paid the balance but is still interested in getting the late fee reversedOut of good faith I offered to waive the
feeI contacted the site with instructions on how to resolve his account, and then called *** back and left him a voicemail relaying he should expect a refund in the next weeks or so. *** ***Area Supervisor

Dear Mr***, I'm very sorry to hear about your living experience at *** ***In reviewing your information, I would like to apologize if you didn't receive proper notification for your move out inspectionIt was discovered upon move out that the carpet had pet damage
that resulted in extra charges as well as carpet missing from the stair's landingIn regards to your home being uninhabitable, thank you for providing the videoI was aware of the situation during the winter storms and I'm confidant our onsite team took care of the situation immediately by removing the water from the living area and drying out the areaOur landscapers also added more drainage to rectify the situationAt this time, we will not be able to refund your security deposit in full due to the condition of your apartment at move out and damages were above and beyond wear and tear. Thank you,*** ***Portfolio Manager

I am rejecting this response because: This response is not accurate:I have tried to provide the manager with the Power of Attorney information on June 23, 2016, but she refused to look at it or take a copyI never showed her the Advance Medical Directive or gave her a copyI did not put in a forwarding order with the Post Office; I put in a change of address on 6/11/and have written confirmation from the post office of the change confirmed on 06/30/ I have received all correspondence to Mr*** since that timeAll but the deposit refund that I was told that was mailed on 07/13/and then again on 08/19/I have not call their office almost everyday I have only called when I did not receive the refund that was sent on 07/13/16, and then called again as I was instructed to do so when it was not received in AugustI have voice mails from management telling me refunds were either sent back to corporate or mailed again and instructed to call if not receivedI have call Vista Sonoma, times and FPI Management timesThis response is coming from the manager at Vista Sonoma, who told me she only instructs corporate of refund amounts and where to mail, that all refund are sent from corporate So I tried to followup with FPI Management who issue the refundsThe last call I received was from a *** at Vista Sonoma, (with *** in the background) whom I had never spoken to and was extremely rude and told to stop calling that there was nothing they could do, that legally they didn't have to talk to me and were doing me a courtesy, and to stop harassing them.I have NEVER harassed anyone from this business and have been nothing but patient, and business-like If anything I feel that management has made a very difficult time that much harder.I can mail Vista Sonoma a copy of the Power of Attorney (as I would rate not deal with them in person) or FPI Management I can also send a PDF copy to Revdex.com.Please instruct me as to the next step

To whom it may concern, After reviewing the resident file, I see that a forwarding address was never providedAs a result the move out packet was mailed to their last know address, here at The Meadows. I also found a payment arrangement in the file for the balance after move out which was
not paid. I am attaching the disposition and revised disposition as well as the communications regarding their balance just before and after moving outAlso attached is their current ledgerThis will explain the balanceThank you. *** ***Community DirectorThe Meadows Apartment Homes

Our Accounting Department has stopped payment on the lost check and will re-issue a check as soon as possiblePlease note, the check will be printed to The Estate Of *** *** Per policy, we are not allowed to mail checks to anyone not on the lease. The check will be mailed to the address for *** *** pursuant to the POA received on Sept6, 2016, as follows:*** *** ***Santa Rosa, CA 95409Thank you, *** ***Community DirectorVista Sonoma

I spoke to *** on 11/6/in regards to her complaint and the situation that occurred. After speaking with ***, I reached out to my Portfolio Manager, *** ***, and she approved that we refund *** the $in towing costsI spoke to *** on 11/10/and told her what
we were offering to refund her and she told me that she would get back to me on 11/11/on whether she would accept that amountShe called me back on 11/11/and said she would accept the compensationI contacted her on 11/13/to let her know she could come down to the office at any time to sign a document stating what we were giving her and as soon as she did that she would get the amount funded to her account. She then stated she wanted a paper check so I contacted our community accountant and he said he should be able to do that mid next week and I let her knowShe stated she would take her complaint off the Revdex.com with the agreement that we give her the check as soon as possible next week

The account has been reviewed and the amount owing has been updated. Thank you, *** ***

I am rejecting this response because: -Updated amount owing doesn't offset damages accrued as result of the initial wrongful report. -I could not pay the bill on time, as it was
grossly inaccurate. -I furthermore attempted to qualify for, and was denied, a home loan. -Also, updated amount owing doesn't take into consideration the fact that I obtained a tenant for the complex at my own time and expense, and that the tenant was steered to another unit, instead of taking over my lease, as agreed by all parties

To Whom it May Concern, Thank you for the presentation of the POAThis document looks accurateThis is the first it has been offered to usPer the last conversation with Ms***, I tried to explain to her that if the check was not delivered it would be returned to our corporate office's Accounting Department Until this information is relayed to me there is nothing I can doIf that happens the Accounting Department will send an email advising me of the returned mail and ask for an updated mailing addressNow that we have a copy of the POA, I will be happy to update the mailing address to send the returned check once I have confirmation that it was not received. *** ***Community DirectorVintage at Sonoma

Hello, The attached check was mailed to the resident *** *** on 11/16/with the 11:AM mail run

To whom it may concern, We are within our legal means to charge any repairs or replacements in order to restore the apartment back to a rent ready statusIn this case this required a professional carpet clean, touch up paint, and cleaningA wear and tear allowance for the carpet cleaning as well
as the touch up painting was provided, but cleaning is not given a wear and tear allowanceWhen the resident moved into the apartment the carpet and apartment was cleaned professionally and they were given the chance to note any issues on their move in inspection formWhen they moved out the apartment is to be restored to the condition in which they received the premises and this required a carpet clean, touch up paint, and cleaningThe NRS 118A& 118Aclearly outlines the rights of the landlord to use the security deposit for repairs outside of wear and tear, and, again, we did credit the wear and tear allowance on the move out statementWith that being said, we do appreciate our residents and the Senior Portfolio Manager, *** ***, has left a message for him in order to further discuss the cleaning chargesWe regret that he has had this negative experience and would like to rectify itWe hope to hear back from him soon and come to a mutually acceptable agreement. Kind Regards, *** *** ***

I am rejecting this response because: Addressing the issue of me not receiving the disposition because of a different addressI currently live in the address that was provided on the 10th of AugustWe made various calls, to both Casitas and FPI asking where these documents wereWe had no communications for three months prompting me to open this Revdex.com caseThe address provided on the case is that of which a family members resides. Being that I waited for months, at the address provided and no letter was received after various attempts to contact you we are not liable for a "late charge"The security deposit was of 700$From what you documents suggest is that you cleaned rooms for 49.56$The adjusted renovation charges should be adjusted to $as it equals less than the wear and tearTouch up paint (which is wear and tear) which was charged as $shows to have $actual final cost on your Preliminary Build. The rent for 8/-8/of $was paid for as agreed to our move out agreement, which was *** who told us the prorated amount and was hand deliveredDates regarding utilities are past the date that we moved out of the unitHandyMan carpet and Services are not applicable as is it dated 7/6/2016.Lastly, no one forfeited any amount to Casitas ApartmentsCasitas apartment community director *** and team seems to busy to ever be available to discuss this matterAs I am not ever able to get in contact with such staff and they only respond when a Revdex.com complaint is open, I will be looking for legal advice in this matter backed by documents in my possession

To whom it may concern, The resident did reside at *** *** for almost yearsIn living here for this amount of time she did receive full wear and tear on all painting charges, window coverings, and base carpet cleanThe deductions from her deposit were for a full clean for $and
the cost was provided by *** *** who provided the cleaning services for the unit Please see attached invoiceThe resident was also charged for replacement of the drip pans for the oven for $The bulk of her charges were for additional carpet damages such as red stains, heavy deodorization, and patches (carpet estimate attached)The resident also owed $in rent in which $was a shortage in payment carried from March in addition to day prorate for the 5th of AugustThe keys to the apartment were returned in the drop box on 8/There was also an undisputed utility bill of $Out of the $deposit $was returned to resident within daysAlso attached are a few pictures depicting the condition of the apartment when vacated. As far as a walk through the resident was offered a pre-move out inspection with the acknowledgement of day notice sent to her door, following submission of her noticeThe resident never requested a walk through with usWe are very accommodating with walk throughs and would have completed one had the asked at any timeThe *** *** Community Director (myself) did speak with the resident on August 23, and tried to clarify the chargesThe resident refused clarification from usThank you. *** ***Community Director*** ***

*** called in on Friday, 9/4/and was told she was approved but we were still waiting for the clearing of her backgroundShe misunderstood and thought she was completely approved so packed up and drove hours to
Roseville to move in on 9/5/When she arrived she was told her background did not come back yet so we could not move her inShe then had to get a hotel for one night and asked for reimbursementFirst thing Monday morning (9/7/15) we approved to pay her back the $for her hotel and inconvenience and she was emailed immediately of the compensation*** was called to verify that she received the email the day before about the reimbursement and she said she had and that as soon as she received the $she would resolve this complaintThe $has been posted as a credit to her account as of 9/8/15. *** ***Community DirectorSlate Creek at Johnson Ranch