Gaines Investment Trust

o Whom It May Concern,In February of 2018, [redacted] sought information on terminating her lease agreement with The Villas at Katy Trail prior to its expirationA Leasing Consultant from the onsite staff at Villas at Katy Trail provided [redacted] with an early termination fee amount of $This amount represents the payment required to terminate the lease contract prior to its expiration, however, it does not relieve the resident of the obligation to continue making contractually agreed upon rent payments due during the period from the early termination notice until the end of 60-day notice period [redacted] misunderstood what the leasing consultant told her, and thought that the $early termination fee was the total sum of all payments owed to Villas at Katy Trail, including remaining rent payments owedBelow we have included the language from ***’s signed lease agreement regarding early termination and the fees required in that process.Early Termination Policy from pages 14-of ***’s signed lease agreement:EARLY TERMINATION: Resident may elect to terminate the lease agreement prior to the lease expiration date and prevent potential liability for nonpayment of rents due throughout the remainder of the lease by complying with the requirements stated below to exercise the early termination option:AResident must provide Management with written notice of Early Termination at least days prior to the date of termination;BThe day notice must be accompanied by an Early Termination settlement equivalent to TWO MONTHS MARKET RENT,CIn addition to repayment of any concessions received throughout the lease termANY AMOUNTS OWED BY RESIDENT FOR DELINQUENT RENTS, REPAYMENT OF CONCESSION FORFEIT, AND DUE UNDER THE EARLY TERMINATION SETTLEMENT MUST BE PAID AT THE TIME OF NOTICE IN ORDER FOR THE NOTICE TO BE VALIDTHE EARLY TERMINATION FEE AND CONCESSIONS ARE DUE AT THE TIME WRITTEN NOTICE IS RECEIVEDFAILURE TO PROVIDE PAYMENT WILL VOID THE WRITTEN NOTICE TO VACATE.The Manager of Villas at Katy Trail, explained to [redacted] that she had misunderstood the leasing consultant, and that rent still needed to be paid for the days remaining after she gave her notice to vacate in writing on 2/27/18, in addition to the early termination fee needed to break the lease contract prior to its expiration [redacted] and her roommates proceeded to sign new lease contracts with alternative apartment communities prior to speaking with our Manager.Regarding the maintenance concerns that [redacted] has listed in her complaint, the staff at Villas at Katy Trail has made significant efforts to address all maintenance issues reported, and to do so in a timely mannerBelow is a list of maintenance issues reported by [redacted] in the last months:2/15/2018Review master bath shower, around grout, handle and edges of tub and around window pane in master bedroom2/6/2018Caulk shower/ tub are11/18/2017Smoke Detector beeping9/2/2017Smoke Detector beeping8/1/2017Ceiling fan in master noisy and fan in bedroom noisy8/1/2017Guest Bedroom4/12/2017Dryer Connection installation with adapter3/21/2017Dryer won't turn on3/6/2017Dryer vent is bent and can't hook up 3/1/2017Install washerEach of these maintenance requests was addressed and resolved within one day of the issue being reported, with the exception of the August request for ceiling fan maintenance, which took two days to resolveAdditionally, [redacted] has not wanted our staff to enter the apartment without her or one of her roommates being present, and given that they are all out of the apartment during business hours, resolving maintenance issues in this apartment requires working around a very limited amount of time for someone from our onsite maintenance team to address their concerns while [redacted] or one of her roommates is also presentIn February when [redacted] raised concerns about potential moisture and mold intrusion in her apartment through the windows, we had a moisture test conducted by an independent company called [redacted] , in addition to having our own maintenance team check the windows [redacted] and her roommates did say that it was ok for [redacted] to enter the apartment without them being presentThe results of this independent test showed no moisture intrusion inside the apartmentThe results of this independent test were shared with [redacted] by the staff at Villas at Katy Trail.Lastly, [redacted] ***, one of ***’s roommates, verbally informed the Manager of Villas at Katy Trail that the real reason she and her roommates were pursuing their lease termination was actually because they wished to live elsewhere and wanted to move forward with other arrangements, rather than their pursuit being attributable to misunderstanding the information they were given by the property staff or unresolved maintenance issuesWhile we understand that [redacted] and her roommates misunderstood the total dollar amount that would be required to end their residency at Villas at Katy Trail pre-maturely, they all chose to take on lease obligations at other apartment communities before receiving anything in writing from the staff at Villas at Katy Trail indicating that they had met all requirements for an early lease termination and were clear to make other accommodationsWe understand they do not want the financial burden of paying the amount owed to end their residency with Villas at Katy Trail while also paying rent in their new homes, but we must hold them to the lease contract that they all signed, which requires that the full amount of early termination payments be submitted as well as rent for the day notice periodOur onsite staff has tried on numerous occasions to explain the steps needed to resolve this dispute to [redacted] and her roommates; however those efforts have been unsuccessfulIt is our conclusion that we must hold [redacted] and her roommates accountable to all obligations of their signed lease agreement, including the remedies for terminating the contract in advance of its expiration.Thank you, [redacted] Gaines Investment TrustCustomer Service Manager858-454-(office)207-756- [redacted] (cell)

Dear Ms [redacted] , I know that we have resolved your concerns We provide electronic signature capabilities for the convenience of our customers However, you may manually sign, as you did We appreciate you making your home at Cypress Lake at Stonebriar Best Regards, [redacted] ***Vice President of Operations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Hello,After reviewing their response no wonder they have so many issues with their rental properties they can't even get their fact's straightFirst off we sent in our day notice to one of their previous so called property managers at the Croix way before Ms [redacted] their so called "Property Manager" even started at the Croix [redacted] did receive the notice via email we gave her a copy since the original was misplaced by one of their staff members who are no longer there months before we moved outWe have proof from our moving company that we were moved out of unit on 5-6-not 5-9-as stated on your so called invoiceSecond please get the names correct I do not know a [redacted] so how can he sign something if that's not his nameThird off, I have pictures with date stamps that show when we moved outWhen [redacted] came to do the walk though with us, the entire unit was clean but the garbage trash cans had garbage in themAfter she yelled at me and said "Oh we can't do a walk though that same daytheir was never multiple daysmy husband and I personally took all of the garbage out of the trash cans with in minutes just so we can be done with you all and put all that garbage in our cars and [redacted] watched us do it plus I have pictures and when it was cleaned and in our cars she DID the walk though that same day right when she was getting off from workI asked if we can have a form that shows the date we did all of this her response was no, I have been showing places all day and I am not going back to the officeShe said she would email me something and never didWe have pictures of the trash being out of the garage as well the day we gave her the keysI work with attorneys so I know my rights and you are trying to get over on a young person who is ill [redacted] snapped pictures of a rusted rack that was in the freezer and was given to us that way after our 1st refrigerator went outWhy should we get charged for something we didn't even break or make rustedThat's your property wear and tearSecond she told us the last mount rent should have been $because of our $discount which was not applied and she said it should have beenIf you divide the days we stayed in May by $that does not give you over $or in owed money$times days is $a day with days being in may we should only owe $When you look at the charges you list it's like you added bills from someone else unitWe never owed any previous utilities from the previous months as you stated because you have to pay the entire balance before the next month is duePlease show us the invoice for our past due utilities from Feb/March as you stated, show me I was living with a [redacted] ***, and show me proof for any other charges you are trying to scam me underYou took our security deposit and you are trying to make us payWe never complained nor gave you negative reviews of our experience which we will start to put out every wherePeople should be aware of the type of place they are dealing withGates are broken all the time, we never got a pool key in monthsThat's a shamePlease revise our bill and give us what's owed so we can move on! I have included payments we made and tried to send a video but it wont let me upload itI will send proof of our movers receipt and pictures after this

Upon investigating, we have found that this resident did live at the community from March 16th, through May 31st, We have the invoice to substantiate the charges for carpet cleaning and partial cleaning that totaled $After deducting the total deposit amount of $from the total cleaning fees of $105.00, the total amount owed to the landlord is $ We are more than happy to discuss this with the previous tenant if she would like to call the office We are here to help Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Unfortunately the information provided in the business response is inaccurateWhen I called to get information from the management staff regarding clarification of our lease terms in regards to early termination, I specifically asked about the 60-day notice and what that would look likeThe leasing consultant informed me that "The $total counts as both your 60-day notice and 2-months fee, and no additional notice is required to end your lease"As this was a clarification of the lease terms that are already signed in writing, we were not under the impression we needed an additional written agreementIt is unfortunate for all involved that the leasing consultant did not fully understand the terms of the leaseThe site manager was made aware that we had been provided a quote for early lease termination, as she informed us when meeting the following week, but did not follto ensure we were provided accurate information.As you can see in the maintenance records provided by the business in their response, multiple consecutive requests were put in regarding several of the same issues, indicating that these issues were not actually resolvedWe have requested full records of maintenance completed numerous times, including what was actually done for each of these instances, and these requests have been denied repeatedlyThe dates noted on the records do indicate that the issues were "addressed" within one day, but most were not actually resolvedWe did not request that maintenance not enter our apartment without us present until after all of these issues that were reportedThe reasoning for this was that maintenance was coming in and saying things were resolved without ever fixing the problemsWe felt that we could not trust what was being done in our apartment and wanted to ensure that the information provided to us was accurateEach time we were given a specific company or person who needed in the apartment to address window concerns, we granted that company access to complete their workThe independent company the Villas completed a moisture test through did indicate a "zero" moisture level on the windows, despite us having photographs from that same evening showing water dripping and puddling down all bedroom windowsWe also provided photographs of mold intrustion, to which management and maintenance told is it did not appear to be mold [redacted] then came to inspect the master bedroom windows again, and provided Villas with a quote on 3/1/suggesting a need for new sealing around the windowsVillas have refused to provide that documentation to us despite repeated requests, so [redacted] e-mailed the quote directly to meVillas had not followed up with [redacted] as of 3/15/ [redacted] did speak with management and confirmed that we wished to live elsewhere, speaking under the impression that we owed the quoted $5100, not over $10,This decision was made based on repetitive maintenance concerns and a failure for management to follow through with those concernsMany of these issues from the past have had significant health/safety implicationsBased on the $quote, we made the decision that we were financially able to pursue other accommodationsHad we been provided correct information regarding the lease, we would not have made this decision.Unfortunately the staff at Villas at Katy Trail have not tried on numerous occasions to explain any steps needed to resolve this disputeThey have simply given us the amount we owe and have refused further contact after providing that informationI have provided written requests for records pertaining to our apartment, have requested a phone appointment to discuss these issues, and have sent several e-mails, all of which have gone without a responseI am more than happy to provide additional information and a timeline of communication if needed Regards, [redacted]

Upon investigating, we have found that this resident did live at the community from March 16th, through May 31st, We have the invoice to substantiate the charges for carpet cleaning and partial cleaning that totaled $After deducting the total deposit amount of $ from the total cleaning fees of $105.00, the total amount owed to the landlord is $ We are more than happy to discuss this with the previous tenant if she would like to call the office We are here to help Thank you

To Whom it May Concern,Ms [redacted] was provided a clear explanation on multiple accounts of what her obligations would be regarding the lease-break fee as outlined in her lease agreementMs [redacted] is alleging that the apartment staff at [redacted] Apartments, as well as Management at Gaines Investment Trust, made promises of returning fees to her in regards to breaking her lease that are not accurate.On October 25th, and again on October 26, 2017, [redacted] Beckierman, the Manager of [redacted] Apartments, explained to Ms [redacted] that since she moved out prior to the end of her lease term, she would only be credited back the pro-rated rent for the days remaining on her lease following her move out, per the terms she agreed to in her signed leaseShe was also informed by [redacted] Beckierman, the Property Manager, that she would still be liable for the entire 60-day lease break penalty as outlined in her lease documentMs [redacted] agreed to the terms of the lease agreement when she secured the apartment, signed the lease and moved in [redacted] apologized on several occasions for any confusion or misunderstanding Ms [redacted] may have had and sent her a copy of the section in her signed lease agreement that clearly outlines the policy on terminating a lease early and what fees have to be paidI understand that Ms [redacted] is not pleased that her choice to terminate her lease early has resulted in undesirable financial consequences Ms [redacted] chose to purchase a home while she was in the middle of a lease contract with Gaines Investment Trust and we are simply holding her to what she agreed to when she moved in We all extend best wishes to her in her new home[redacted] ***Vice President of OperationsGaines Investment Trust858-454-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Move date 12/6/I was offered garage due original apt with garage was oversoldFor the record I've never spoken to the Vp [redacted] TA responded to this complaintI have over more attachments .the responded didn't answer directly to my complaint [redacted] whom I imitated paying my rent that Friday she sets that's fine but responsible for late fee's they locked me out that morning on Friday unable to make payment onlineBy the time they were finally available that next day I begged in tears to turn the portal back on lMy bank was then closed, she gave me a fee of but online wa different paid anyway then forward a personal email to her for confirmationRent for March made pymt bal recede call next day of late paying after pm which that's no timeframe in my leaseWhomever the responder is emailed quickly but with no knowledge of current and ongoing issues with propertyProperty located in Dallas TxThe responder California I sent a Mc message an option on Turnberry GM to Galbles next day after I was told ok to make pymt then locked out and eviction charges filed at 10:00am that morningI have an attached email addressing garage givenMaintence I've been disputing since my move in date call and call but still no response but I did receive a gm from maintence man adv cost of painter, replaciing toilet and making adjustment pkly I was advised contact [redacted] discussing reimbursement she came and walked my unit with discuss I had no choice but to continue I moved from house with nowhere but plans to move hereMaking changes wasn't an optionNow on my portal they have the access to change delte at anytime no list of payments on march Now the late fee originally it's broken down late fee not listed in my lease and a gargae fee of I'm disgusted someone I have no clue of nor spoken to responded with no detail just property procedureIf additional information is needed I have itMy mother passed and these people did me inI even spoke with a young lady regarding my garage and she reassured me I wouldn't be locked out until it's figured outThen Tebecca told me they were doing garage audits and the list manger didn't keep filesA lot of garages are not accounted for, as I told her this is illegal how would I have access that you control to a garage if it wasn't approved My the mangerI have an email attached saying garage also have all pictures of unit taken date of move in and forwarded to Managment, [redacted] seem sweet I listed to excuse I work all the time and waitedThen resubmitted maintence questBy biggest issue when they locked me out of garage I had two family picturesheirlooms of our history which was shocking in that garhaeShe stated she contact new tenants but I still haven't received a clall.why would you lock the resident portal knowing I scheduled to make payment and aware of late fees that morning but in your lease payments are accepted onlineI doesn't mentioned a lock out or if paying rent late payment has to be made by cashier's checkThis is bad business I've talked to over different people at turnsberry Isle is any of these people including maintence man noNow Eviction filed on my recordLost heirloom pictures, added fee's now adjusted differently but still doesn't matchNow I have a garage included with lease, and being chargedSame obligations standThe responder replied quickly to avoid your Revdex.com procedure but if you read my complaint verses the responder it doesn't make sinceI'm aware of late fee policy and eviction but I was granted additional time to pay mother passed I had to bury her at my expense in her plot charleston maFrom Dallas back home next to my father I spent over an hour on the phone with [redacted] After the supervisor instructed her different I was treated like a lone dog on the streetThis complaint is how they conduct business don't keep there word nobody does I know I requested an apology and you don't handle those claims disregardRight is right, proof of garage in attachments I have plenty more but only availableAny additional information needd please let me knowStill for the VP to respond what coincendence I'm still awaiting for her email from [redacted] and a returned phone call left a detailed message.my leases dates don't even match this is a bambozzle looking to cash out in any way possible

To Whom it May Concern,Ms [redacted] was provided a clear explanation on multiple accounts of what her obligations would be regarding the lease-break fee as outlined in her lease agreementMs [redacted] is alleging that the apartment staff at [redacted] Apartments, as well as Management at Gaines Investment Trust, made promises of returning fees to her in regards to breaking her lease that are not accurate.On October 25th, and again on October 26, 2017, [redacted] , the Manager of [redacted] Apartments, explained to Ms [redacted] that since she moved out prior to the end of her lease term, she would only be credited back the pro-rated rent for the days remaining on her lease following her move out, per the terms she agreed to in her signed leaseShe was also informed by [redacted] , the Property Manager, that she would still be liable for the entire 60-day lease break penalty as outlined in her lease documentMs [redacted] agreed to the terms of the lease agreement when she secured the apartment, signed the lease and moved in [redacted] apologized on several occasions for any confusion or misunderstanding Ms [redacted] may have had and sent her a copy of the section in her signed lease agreement that clearly outlines the policy on terminating a lease early and what fees have to be paidI understand that Ms [redacted] is not pleased that her choice to terminate her lease early has resulted in undesirable financial consequences Ms [redacted] chose to purchase a home while she was in the middle of a lease contract with Gaines Investment Trust and we are simply holding her to what she agreed to when she moved in We all extend best wishes to her in her new home[redacted] ***Vice President of OperationsGaines Investment Trust858-454-

A cut and pasted copy of a letter we mailed to U.SDept of HUD in Washington then to PHX, AZ explains our complaint
March 5,
U.SDepartment of Housing and Urban Development *** *** *** *** *** ** *** Telephone: (*** *** TTY: *** *** Hello Department of Housing and Urban Development,
Our family moved out of an apartment complex on December 12, 2013, and on January 6th, 2014, we received a statement holding us accountable for $1,We believe the landlord is making exaggerated claims (above and beyond the deposits) in the interest of collecting more money and is theft, plain and simple
To dispute some of the claims, I wrote a letter to the collections manager at Gaines Investment TrustWe do not dispute all the claims however we believe some of them are unwarranted or exaggeratedOne of the items, $for the removal of a satellite dish, I disputed because there was already a dish on the patio when we moved inMichael Hale the Collections Manager with Gaines Investment Trust followed up with meHe reluctantly deducted the amount stating, “There is nothing in the file indicating that the satellite dish was there upon move-in.” I believe this illustrates their record keeping practices or attempts to collect what monies they can, and should be considered in light of the other itemsRegarding the other items, he told me they had photos, however, when I asked to see them, MrHale followed up stating there would be “…no more revisions to the amounts owed.” Further, “Please note that this is a final demand for payment.” He went on in bold and underlined print to threaten reporting to credit agencies if payment was not made within days
Contrary to Gaines Investment Trust’s assessment and accusations, we cleaned the apartment when we moved outThat said, I would expect to move in to an apartment that had been professionally cleaned even if the prior tenants had cleaned it upon moving outOn the detailed statement, they itemized everything “dirty” or “very dirty.” I believe this is abusiveWe believe $charges for “Extra cleaning needed” as a discretionary means to collect more money is excessive and unfairMoreover, it seems Gaines Investment Trust is not assuming operating costsOn the backs of tenants, they defer charges involved in the rental business – tenant turnover and wear and use by abusing landlord discretion to evaluate loss
Their unethical and discretionary practices became more evident when a neighbor, with whom we had become (and remain) friendly, moved out a few months prior to us leaving carpet with significantly --- glaringly more pet damage than oursShe incurred no loss or claimsFurthermore, she had not even declared her pet, a large dogTherefore, she paid neither pet fees nor monthly pet rentShe was a tenant who was out daily with her dog —visible and active on the premisesIn fact, we met many dog owners who shared that they had not reported having a dogThis reveals any justification of “policy” null and void, and makes obvious, yet again, their inconsistent or arbitrary practices and claims
Incidentally, from another neighbor with whom we had become (and remain) friendly, we learned the apartment we vacated was not replaced with carpet but with linoleum, the same flooring we observed other apartments being replaced with as renters moved outAccording to the friend, a herein, unnamed office personnel told her of Ventana’s (apartment complex name) plan to switch out all apartments to linoleumBottom line, while we acknowledge pet damage to the carpet, the calculation of months of life remaining seems unrealistic and unjustFurthermore taking $($refundable; $non-refundable) plus $(+ tax) per month pet rent totaling approximately $should cover more costs than there are allowingWe are billed $to install new carpet
Gaines Investment Trust is holding us liable for costs to repaint the entire apartmentWe dispute this chargeWhile we acknowledge one wall needed painting, charging us to repaint the whole apartment is excessive and unjustifiedThe master bedroom wall had a custom color when we moved in, complete with nail holesPlease see enclosed attachments [letter with photos of paint] regarding an email exchanged between our Ventana sales agent and me prior to move-in
Arbitrary and unjustified assessments that result in financial consequences – financial losses, negative credit reports, and challenges to future housing opportunities is egregiousThe individual tenant-- we are powerless to defend or dispute chargesGaines Investment Trust holds the cards to our credit and ability to rent in the futurePlease advise us our rights under the Fair Credit Reporting Act, the Fair and Accurate Credit Transations Act (FACTA) of 2003, and the Fair Debt Collection Practices Act
Not knowing what else to do other than exhaust all familiar social media sources to reveal the way this company treats tenants, I turn to you in the hope you can helpI do so while unsure of your role in tenant advocacy
Sincerely,
Laura ***
Attachments: Email
CC: Gaines Investment Trust *** *** *** *** *** ** *** ** *** Phone: ***

The check was mailed to this prospective tenant on February 9, and she was advised it could take up to daysWe are not a department store and do not have the capability to charge back to a card or do an immediate refund from the property

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The did not address the other issues I had when I lived there and they never sent the issue about the carpet to my forwarding addressThey confirmed they sent the information to the address there where I moved from which was their address and I left a forwarding address with themOnce again that carpet was in bad shape and it was a shag type carpet that laid right back down after you vacuumed it
Regards,
*** ***

o Whom It May Concern,In February of 2018, *** *** sought information on terminating her lease agreement with The Villas at Katy Trail prior to its expirationA Leasing Consultant from the onsite staff at Villas at Katy Trail provided *** with an early termination fee amount of $This
amount represents the payment required to terminate the lease contract prior to its expiration, however, it does not relieve the resident of the obligation to continue making contractually agreed upon rent payments due during the period from the early termination notice until the end of 60-day notice period*** misunderstood what the leasing consultant told her, and thought that the $early termination fee was the total sum of all payments owed to Villas at Katy Trail, including remaining rent payments owedBelow we have included the language from ***’s signed lease agreement regarding early termination and the fees required in that process.Early Termination Policy from pages 14-of ***’s signed lease agreement:EARLY TERMINATION: Resident may elect to terminate the lease agreement prior to the lease expiration date and prevent potential liability for nonpayment of rents due throughout the remainder of the lease by complying with the requirements stated below to exercise the early termination option:AResident must provide Management with written notice of Early Termination at least days prior to the date of termination;BThe day notice must be accompanied by an Early Termination settlement equivalent to TWO MONTHS MARKET RENT,CIn addition to repayment of any concessions received throughout the lease termANY AMOUNTS OWED BY RESIDENT FOR DELINQUENT RENTS, REPAYMENT OF CONCESSION FORFEIT, AND DUE UNDER THE EARLY TERMINATION SETTLEMENT MUST BE PAID AT THE TIME OF NOTICE IN ORDER FOR THE NOTICE TO BE VALIDTHE EARLY TERMINATION FEE AND CONCESSIONS ARE DUE AT THE TIME WRITTEN NOTICE IS RECEIVEDFAILURE TO PROVIDE PAYMENT WILL VOID THE WRITTEN NOTICE TO VACATE.The Manager of Villas at Katy Trail, explained to *** that she had misunderstood the leasing consultant, and that rent still needed to be paid for the days remaining after she gave her notice to vacate in writing on 2/27/18, in addition to the early termination fee needed to break the lease contract prior to its expiration*** and her roommates proceeded to sign new lease contracts with alternative apartment communities prior to speaking with our Manager.Regarding the maintenance concerns that *** has listed in her complaint, the staff at Villas at Katy Trail has made significant efforts to address all maintenance issues reported, and to do so in a timely mannerBelow is a list of maintenance issues reported by *** in the last months:2/15/2018Review master bath shower, around grout, handle and edges of tub and around window pane in master bedroom2/6/2018Caulk shower/ tub are11/18/2017Smoke Detector beeping9/2/2017Smoke Detector beeping8/1/2017Ceiling fan in master noisy and fan in bedroom noisy8/1/2017Guest Bedroom4/12/2017Dryer Connection installation with adapter3/21/2017Dryer won't turn on3/6/2017Dryer vent is bent and can't hook up 3/1/2017Install washerEach of these maintenance requests was addressed and resolved within one day of the issue being reported, with the exception of the August request for ceiling fan maintenance, which took two days to resolveAdditionally, *** has not wanted our staff to enter the apartment without her or one of her roommates being present, and given that they are all out of the apartment during business hours, resolving maintenance issues in this apartment requires working around a very limited amount of time for someone from our onsite maintenance team to address their concerns while *** or one of her roommates is also presentIn February when *** raised concerns about potential moisture and mold intrusion in her apartment through the windows, we had a moisture test conducted by an independent company called ***, in addition to having our own maintenance team check the windows*** and her roommates did say that it was ok for *** to enter the apartment without them being presentThe results of this independent test showed no moisture intrusion inside the apartmentThe results of this independent test were shared with *** by the staff at Villas at Katy Trail.Lastly, *** ***, one of ***’s roommates, verbally informed the Manager of Villas at Katy Trail that the real reason she and her roommates were pursuing their lease termination was actually because they wished to live elsewhere and wanted to move forward with other arrangements, rather than their pursuit being attributable to misunderstanding the information they were given by the property staff or unresolved maintenance issuesWhile we understand that *** and her roommates misunderstood the total dollar amount that would be required to end their residency at Villas at Katy Trail pre-maturely, they all chose to take on lease obligations at other apartment communities before receiving anything in writing from the staff at Villas at Katy Trail indicating that they had met all requirements for an early lease termination and were clear to make other accommodationsWe understand they do not want the financial burden of paying the amount owed to end their residency with Villas at Katy Trail while also paying rent in their new homes, but we must hold them to the lease contract that they all signed, which requires that the full amount of early termination payments be submitted as well as rent for the day notice periodOur onsite staff has tried on numerous occasions to explain the steps needed to resolve this dispute to *** and her roommates; however those efforts have been unsuccessfulIt is our conclusion that we must hold *** and her roommates accountable to all obligations of their signed lease agreement, including the remedies for terminating the contract in advance of its expiration.Thank you,*** * ***Gaines Investment TrustCustomer Service Manager858-454-(office)207-756-*** (cell)

Good day ***,I am very sorry to hear that Saddle Brook did not meet your expectations. We pride ourselves on the service we provide to our residents as well as our office staff. We also service our apartment homes as often as needed and do not defer maintenance for any reason.
We have photos of the carpet damage and are aware that you saw them as well. We stand by the charge of $that is due immediately. I am sorry you have not been able to make payment arrangements and our Collection Department has escalated your debt. Please feel free to reach out to *** *** at *** to get this taken care of. Best of luck to you in the future! *** ***Vice President of Operations***

Dear Ms***, Thank you for allowing me to set the record straight regarding your concernsI have personally had a conversation with you in the past. I did apologize then and I do now for the inconveniences you said you encountered. However, I still stand by my original
statements to you. You are required to pay rent on time and when you do not, late fees will be assessed. Failure to pay rent will result in an eviction and we will not waive the fees. We also do not accept partial payments. Your lease agreement is clear on your obligations and we are merely holding you to what you agreed to when you moved in. When we spoke last, you did not bring up any apartment issues and in my research, I see none of the items you are referring in your complaint to the Revdex.com evident in your work order history For the record, we will continue to request rent on time, charge late fees and file for eviction in a timely manner. If this does not meet your expectations, then I do apologize, but this is what you agreed to when you moved in. If you elect to break your lease and move out, you will also be charged lease break fees as outlined in your lease. If you are not familiar with your lease agreement, I would suggest you review it in detail and ask the property manager to explain any line item that is not clear to you regarding your obligation. Best Regards, *** ***
Vice President of Operations***

I started working for Gaines investment Trust less than a year ago I have been in the industry for more than years but I have never felt so supported from any organization What surprised me was not just the courtesy extended to me when I first started my employment from Human Resources but the continued support I get from sister communities as well the corporate support team that I interact with every day Support in our daily work environment is what everyone is searching for I am happy that I found it!

March 30, 2018To Whom It May Concern,Ms*** ***'s version of events is not accurate and is misleading in several areas.Our leasing consultant informed *** that there would be a lease break fee needed for early terminationof their rental agreement in conjunction with the required 60-day notice to vacate, but in no way didshe explicitly tell *** that the lease break fee amount also included the regular, monthly rent paymentsthat are owed from the time that notice to vacate is given until the end of the notice periodWhen shemet with *** and her roommates following ***'s initial discussion with our leasing consultant, ourproperty manager did inform *** that regular monthly rent payments would be required through thenotice period, in addition to the lease break fee, and *** and her roommates confirmed to her that theyunderstood these requirements*** and her roommates made the decision to sign rental agreementswith other apartment communities before giving their official notice to vacate and before receivingofficial confirmation from our property manager that their notice had been received.Regarding the request for maintenance records, we have explained to *** several times that wecannot share internal company documents, and we make no promise to do so in our lease agreement.All maintenance requests submitted to our staff were addressed and resolved within one day of theissue being reported, with the exception of the August request for ceiling fan maintenance, whichtook two days to resolve***'s claim that repeated maintenance issues went unresolved is notaccurateThe only repeat issue on their work order list was for a beeping smoke detectorWe had anindependent, third party company test the moisture levels in ***'s apartment, and the reading cameback showing no moistureWe understand that *** and her roommates do not wish to accept theconclusion of the independent, professional test results, however given the conclusive test results, wefeel there is nothing further to discuss in regards to the question of excess moisture in the apartment.***'s roommate *** *** verbally informed the Manager of Villas at Katy Trail that the realreason she and her roommates were pursuing their lease termination was because they wished to liveelsewhere and wanted to move forward with other arrangements, rather than their pursuit beingattributable to misunderstanding the information they were given by the property staff or unresolvedmaintenance issues, as *** has now said was the reasonOur onsite staff and our corporate team haveexplained several times to *** and her roommates what would be required of them to terminate theirlease early per the lease agreement they all signed*** and her roommates have responded with thethreat of legal action against usIn light of this, and given the fact that we have made our position, andthe justification for our position, abundantly clear to *** and her roommates, we cannot continuecommunicating with them under the threat of legal action.We understand that they acted quickly in finding new living accommodations without fullyunderstanding their lease break obligations to Villas at Katy TrailWe are sorry that they have not beenhappy with the early termination policy in their signed lease agreement that we are holding them to, butour decision on this matter stands and we will be holding *** and her roommates responsible for allrental obligations per their signed lease agreement.Thank you,*** T ***Gaines Investment TrustCustomer Service Manager858-454- (office)207-756- (cell)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Unfortunately the information provided in the business response is inaccurate. When I called to get information from the management staff regarding clarification of our lease terms in regards to early termination, I specifically asked about the 60-day notice and what that would look like. The leasing consultant informed me that "The $5100 total counts as both your 60-day notice and 2-months fee, and no additional notice is required to end your lease". As this was a clarification of the lease terms that are already signed in writing, we were not under the impression we needed an additional written agreement. It is unfortunate for all involved that the leasing consultant did not fully understand the terms of the lease. The site manager was made aware that we had been provided a quote for early lease termination, as she informed us when meeting the following week, but did not follow-up to ensure we were provided accurate information.As you can see in the maintenance records provided by the business in their response, multiple consecutive requests were put in regarding several of the same issues, indicating that these issues were not actually resolved. We have requested full records of maintenance completed numerous times, including what was actually done for each of these instances, and these requests have been denied repeatedly. The dates noted on the records do indicate that the issues were "addressed" within one day, but most were not actually resolved. We did not request that maintenance not enter our apartment without us present until after all of these issues that were reported. The reasoning for this was that maintenance was coming in and saying things were resolved without ever fixing the problems. We felt that we could not trust what was being done in our apartment and wanted to ensure that the information provided to us was accurate. Each time we were given a specific company or person who needed in the apartment to address window concerns, we granted that company access to complete their work. The independent company the Villas completed a moisture test through did indicate a "zero" moisture level on the windows, despite us having photographs from that same evening showing water dripping and puddling down all 3 bedroom windows. We also provided photographs of mold intrustion, to which management and maintenance told is it did not appear to be mold. [redacted] then came to inspect the master bedroom windows again, and provided Villas with a quote on 3/1/18 suggesting a need for new sealing around the windows. Villas have refused to provide that documentation to us despite repeated requests, so [redacted] e-mailed the quote directly to me. Villas had not followed up with [redacted] as of 3/15/18. [redacted] did speak with management and confirmed that we wished to live elsewhere, speaking under the impression that we owed the quoted $5100, not over $10,000. This decision was made based on repetitive maintenance concerns and a failure for management to follow through with those concerns. Many of these issues from the past have had significant health/safety implications. Based on the $5100 quote, we made the decision that we were financially able to pursue other accommodations. Had we been provided correct information regarding the lease, we would not have made this decision.Unfortunately the staff at Villas at Katy Trail have not tried on numerous occasions to explain any steps needed to resolve this dispute. They have simply given us the amount we owe and have refused further contact after providing that information. I have provided written requests for records pertaining to our apartment, have requested a phone appointment to discuss these issues, and have sent several e-mails, all of which have gone without a response. I am more than happy to provide additional information and a timeline of communication if needed.
Regards,
[redacted]

Dear Revdex.com,   The resident signed a lease agreement for $875 per month. The resident paid late and did not interpret the lease agreement correctly as to his obligations.  This matter was discussed with the resident and Property Manager at the time the rent was due.    Residents...

review the lease agreement at their leisure prior to signing so that they can ask questions.  A monthly invoice is provided to residents and they can always access their account on line at Rent Café.  Nothing changed from the time the lease was signed to the time rent was due.    Best Regards,   [redacted] Vice President of Operations 858-454-0322 Tell us why here...