Hickory Creek Apartment Homes

To Whom It May Concern: We appreciate your efforts in helping us resolve Ms*** concerns in regards to the leasing and work order policy of our companyWe look forward to the opportunity to address these issues and come to a better understanding of Ms*** expectations
and our ability to meet those expectations with in our communities policies and procedures. Ms*** came to inquire about our one bedroom apartment availability on May 15, She spoke to our leasing director Ashley M*** and relayed that she was relocating from Boston to Virgillia and would need an apartment by the end of the month. Our lease pricing is determined by a marketing system that will update our pricing daily based on our availability and the current rental market Our availability can change daily so our pricing can update every morningLease pricing is not determined by our leasing staff, as I believe that is Ms*** understanding All rental quotes are good for HoursThat includes the rental rate not a specific unitNo units or pricing will be locked in past a 24-hour period until the appropriate fees have been paidThis policy will be applied to all applications and prospective residents. Ms*** communicated to Ashley that she would want to see the actual unit for which she would be applying for before she paid any fees to secure a unitAshley quoted Ms. *** a rate of$on May 15, for two available units that would be ready by her move in dateWe were unable to show those particular units to Ms*** because they were not available to view due to the move out dates from the current and previous residentsOur schedule indicated that we would have at least one unit for Ms*** to view on Monday, May 18, Ms*** filled out an application and left it with Ashley but wished not to pay the $Application Fee until she viewed the apartment. Ms*** sent an email to Ashley stating that she would be back in town on Monday or Tuesday to view the apartmentMy understanding is that Ms*** wanted a response from Ashley stating that the apartment would be ready to view and that a response was not given in a timely mannerAshley did communicate to Ms*** on the day she left her application that she would have a unit available for her to view on Monday, which is to our understanding why Ms*** stated she would retum on one of those days to view the apartmentMs*** did not come to visit the property on those days and Ashley followed up with her on Wednesday with a phone callMs. *** stated that she would be in town on Friday, May 22, to view a unit. Upon Ms***'s arrival on Friday, May 22nd, I showed her the unit that would be available for her move in dateShe then submitted her application fee for the unit which locked in the rate of $That is the rate that all one bedrooms that matched her lease tenn and move in date was quoting forShe expressed that she wanted the original rate that was quoted, but due to the time between the original quote and her submitting the application fee the rates had changedWe fully understand Ms*** requirement for wanting to view the unit prior to submitting fees and the challenges that may come with relocating from state to state but fair housing requires us to apply the same stipulations to all prospective and current residentsThe ability to secure an apartment must be fair and equal to all our customersThe exception that Ms*** is requesting cannot be approved. We are aware of Ms*** maintenance concerns and the two issues regarding the clogged tub and the light bulb have been addressedMs*** moved into the unit on May, 30th and submitted a work order on June 8, through our after hours call centerWe try our very best to respond to all work orders with in a hour periodHigh priority work orders include no A/C, no heat, no hot water, or water leaksThese work orders may be places before others such as a lirt bulb or a slow drain in a tubMs. *** did follow up on this request on June , and lOlbThe work was completed on Friday June 12thDue to a week long of heavy rain, followed by a quick increase in the outside temperatures we did have several emergency calls that delayed our response to Ms***' s issuesOnce the resident submits a work order to our office, permission to enter is grantedNo employee entered Ms*** unit without her permission. Thank you for your help and concern in this matterWe hope that Ms*** is able to continue to enjoy our community and does not hesitate to bring any other concerns or issues she may have to our attention. Best Regards, *** *** Community Manager

To Whom It May Concern: We appreciate your efforts in helping us resolve Ms*** concerns in regards to the leasing and work order
policy of our companyWe look forward to the opportunity to address these issues and come to a better understanding of Ms*** expectations and our ability to meet those expectations with in our communities policies and procedures. Ms*** came to inquire about our one bedroom apartment availability on May 15, She spoke to our leasing director Ashley M*** and relayed that she was relocating from Boston to Virgillia and would need an apartment by the end of the month. Our lease pricing is determined by a marketing system that will update our pricing daily based on our availability and the current rental market Our availability can change daily so our pricing can update every morningLease pricing is not determined by our leasing staff, as I believe that is Ms*** understanding All rental quotes are good for HoursThat includes the rental rate not a specific unitNo units or pricing will be locked in past a 24-hour period until the appropriate fees have been paidThis policy will be applied to all applications and prospective residents. Ms*** communicated to Ashley that she would want to see the actual unit for which she would be applying for before she paid any fees to secure a unitAshley quoted Ms. *** a rate of$on May 15, for two available units that would be ready by her move in dateWe were unable to show those particular units to Ms*** because they were not available to view due to the move out dates from the current and previous residentsOur schedule indicated that we would have at least one unit for Ms*** to view on Monday, May 18, Ms*** filled out an application and left it with Ashley but wished not to pay the $Application Fee until she viewed the apartment. Ms*** sent an email to Ashley stating that she would be back in town on Monday or Tuesday to view the apartmentMy understanding is that Ms*** wanted a response from Ashley stating that the apartment would be ready to view and that a response was not given in a timely mannerAshley did communicate to Ms*** on the day she left her application that she would have a unit available for her to view on Monday, which is to our understanding why Ms*** stated she would retum on one of those days to view the apartmentMs*** did not come to visit the property on those days and Ashley followed up with her on Wednesday with a phone callMs. *** stated that she would be in town on Friday, May 22, to view a unit. Upon Ms***'s arrival on Friday, May 22nd, I showed her the unit that would be available for her move in dateShe then submitted her application fee for the unit which locked in the rate of $That is the rate that all one bedrooms that matched her lease tenn and move in date was quoting forShe expressed that she wanted the original rate that was quoted, but due to the time between the original quote and her submitting the application fee the rates had changedWe fully understand Ms*** requirement for wanting to view the unit prior to submitting fees and the challenges that may come with relocating from state to state but fair housing requires us to apply the same stipulations to all prospective and current residentsThe ability to secure an apartment must be fair and equal to all our customersThe exception that Ms*** is requesting cannot be approved. We are aware of Ms*** maintenance concerns and the two issues regarding the clogged tub and the light bulb have been addressedMs*** moved into the unit on May, 30th and submitted a work order on June 8, through our after hours call centerWe try our very best to respond to all work orders with in a hour periodHigh priority work orders include no A/C, no heat, no hot water, or water leaksThese work orders may be places before others such as a lirt bulb or a slow drain in a tubMs. *** did follow up on this request on June , and lOlbThe work was completed on Friday June 12thDue to a week long of heavy rain, followed by a quick increase in the outside temperatures we did have several emergency calls that delayed our response to Ms***' s issuesOnce the resident submits a work order to our office, permission to enter is grantedNo employee entered Ms*** unit without her permission. Thank you for your help and concern in this matterWe hope that Ms*** is able to continue to enjoy our community and does not hesitate to bring any other concerns or issues she may have to our attention. Best Regards, *** *** Community Manager

*** *** Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
They are saying that I was going to drive up to Richmond on my own without a response from them giving me the permission to confirm that I can returnWhen the day I was already there they could not show me a liveable apartmentAlso I could not bath for days in my own apartmentI was not going to stand it dirty waterThey came into my apartment June 2nd without my permission why couldn't they fix it thenI contacted them every day since I moved inThey are dishonest and I just want record of itSo when others complain people will know not to rent an apartment from this location.
Regards,
*** ***

[redacted] Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]They are saying that I was going to drive up to Richmond on my own without a response from them giving me the permission to confirm that I can return. When the day I was already there they could not show me a liveable apartment. Also I could not bath for days in my own apartment. I was not going to stand it dirty water. They came into my apartment June 2nd without my permission why couldn't they fix it then. I contacted them every day since I moved in. They are dishonest and I just want record of it. So when others complain people will know not to rent an apartment from this location. 
Regards,
[redacted]

I would like more time to make payment on the balance I was wrongly informed or given notice of

Revdex.com spoke with a representative of the business who stated that this late charge was 10% of the rent for the rent being past due, and is a charge that was outlined in the lease agreement that the customer...

signed. This is a standard late fee that applies to all leaseholders. She stated that the current balance on the account of $59.86, and the next month's rent would need to be paid for as well by September 5th, and that after the 5th, additional late fees would be charged in accordance with the rent agreement. The representative stated that they do have to uphold fair housing laws, and are not able to bend the rules for one person.

I have been a resident at Hickory Creek Apartments since Februaury 2015 and it has truly been a horrible experience. Some of the office staff are completely rude. I have one neighbor above me who has been excessively loud since the day I moved in. Due to my neighbor above me, I have not had a full night's sleep. After many useless complaints to the rent office, I realized they would not resolve my issue nor did they care when they threatened to evict me if I complained once more. They did offer a transfer to a different unit but it's next to the building where workers are doing construction due to a fire.

Review: I renewed my lease in the month of July and spoke with an employee (Ashley) about my pro rate amount. I sat down with the young lady who got out a calculator and wrote down my amount due in July on a sticky note which she stated would be $700. In the month of August an unfortunate circumstance at work caused me to be late with my rent. When I received my late notice for August it stated a previous balance of $96.98 however the rental company never contacted me about this balance. Unaware of where the balance originated I contacted community manager (Carrie) who was unable to provide proof that a notice of this balance was sent to me. Carrie stated it is my responsibility to be aware of my balance and as I informed her I have been living in this residence for awhile and was never not aware of a balance I owed. If proper protocol was followed by the rental company I could have made plans to pay the amount. Now I am not able to at this time and feel my well being could be jeopardized if I am asked to leave my residence.Desired Settlement: I will need more time to pay this amount as I do not have the funds at the moment

Consumer

Response:

I would like more time to make payment on the balance I was wrongly informed or given notice of

Business

Response:

Revdex.com spoke with a representative of the business who stated that this late charge was 10% of the rent for the rent being past due, and is a charge that was outlined in the lease agreement that the customer signed. This is a standard late fee that applies to all leaseholders. She stated that the current balance on the account of $59.86, and the next month's rent would need to be paid for as well by September 5th, and that after the 5th, additional late fees would be charged in accordance with the rent agreement. The representative stated that they do have to uphold fair housing laws, and are not able to bend the rules for one person.

Review: First they took four days to contact me about seeing the apartment by the time they contacted me the price when up according to them. I was going to file a complaint but I went ahead a signed the contract. Now since I moved in there was many different problems with the apartment that was suppose to get fixed before I moved in. My tub is still unable to drain properly even thought they came into my apartment twice without notification. Also the light bulb which did not work before I moved in has not been changed.Desired Settlement: I want them to fix my tub and light bulb and now I also want the original price I was given and did not get because they took a long time to get back to me.

Business

Response:

To Whom It May Concern: We appreciate your efforts in helping us resolve Ms. [redacted] concerns in regards to the leasing and work order policy of our company. We look forward to the opportunity to address these issues and come to a better understanding of Ms. [redacted] expectations and our ability to meet those expectations with in our communities policies and procedures. Ms. [redacted] came to inquire about our one bedroom apartment availability on May 15, 2015 . She spoke to our leasing director Ashley M[redacted] and relayed that she was relocating from Boston to Virgillia and would need an apartment by the end of the month. Our lease pricing is determined by a marketing system that will update our pricing daily based on our availability and the current rental market Our availability can change daily so our pricing can update every morning. Lease pricing is not determined by our leasing staff, as I believe that is Ms. [redacted] understanding . All rental quotes are good for 24 Hours. That includes the rental rate not a specific unit. No units or pricing will be locked in past a 24-hour period until the appropriate fees have been paid. This policy will be applied to all applications and prospective residents. Ms. [redacted] communicated to Ashley that she would want to see the actual unit for which she would be applying for before she paid any fees to secure a unit. Ashley quoted Ms. [redacted] a rate of$810.00 on May 15, 2015 for two available units that would be ready by her move in date. We were unable to show those particular units to Ms. [redacted] because they were not available to view due to the move out dates from the current and previous residents. Our schedule indicated that we would have at least one unit for Ms. [redacted] to view on Monday, May 18, 2015 . Ms. [redacted] filled out an application and left it with Ashley but wished not to pay the $35 .00 Application Fee until she viewed the apartment. Ms. [redacted] sent an email to Ashley stating that she would be back in town on Monday or Tuesday to view the apartment. My understanding is that Ms. [redacted] wanted a response from Ashley stating that the apartment would be ready to view and that a response was not given in a timely manner. Ashley did communicate to Ms. [redacted] on the day she left her application that she would have a unit available for her to view on Monday, which is to our understanding why Ms. [redacted] stated she would retum on one of those days to view the apartment. Ms. [redacted] did not come to visit the property on those days and Ashley followed up with her on Wednesday with a phone call. Ms. [redacted] stated that she would be in town on Friday, May 22, 2015 to view a unit. Upon Ms. [redacted]'s arrival on Friday, May 22nd, I showed her the unit that would be available for her move in date. She then submitted her application fee for the unit which locked in the rate of $825.00. That is the rate that all one bedrooms that matched her lease tenn and move in date was quoting for. She expressed that she wanted the original rate that was quoted, but due to the time between the original quote and her submitting the application fee the rates had changed. We fully understand Ms. [redacted] requirement for wanting to view the unit prior to submitting fees and the challenges that may come with relocating from state to state but fair housing requires us to apply the same stipulations to all prospective and current residents. The ability to secure an apartment must be fair and equal to all our customers. The exception that Ms. [redacted] is requesting cannot be approved. We are aware of Ms. [redacted] maintenance concerns and the two issues regarding the clogged tub and the light bulb have been addressed. Ms. [redacted] moved into the unit on May, 30th 2015 and submitted a work order on June 8, 2015 through our after hours call center. We try our very best to respond to all work orders with in a 48 hour period. High priority work orders include no A/C, no heat, no hot water, or water leaks. These work orders may be places before others such as a lirt bulb or a slow drain in a tub. Ms. [redacted] did follow up on this request on June 9 , and lOlb. The work was completed on Friday June 12th. Due to a week long of heavy rain, followed by a quick increase in the outside temperatures we did have several emergency calls that delayed our response to Ms. [redacted]' s issues. Once the resident submits a work order to our office, permission to enter is granted. No employee entered Ms. [redacted] unit without her permission. Thank you for your help and concern in this matter. We hope that Ms. [redacted] is able to continue to enjoy our community and does not hesitate to bring any other concerns or issues she may have to our attention. Best Regards, [redacted] Community Manager

Consumer

Response:

[redacted]

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Review: My name is [redacted] and I had leased a Apt at [redacted] at the Hickory Creek Apts.

Unfortunately after accepting the apt after moving in, within a day it came to my notice that the apt was infested with roaches and this was brought to notice of the local staff.

At first none of the staff members believed me and have always been in denial that the apt was in inhabitable conditions.

Since none of the staff was helping I had to call the Code enforcement officer to witness the living conditions and she also was shocked looking at the situation.

The staff asked for a pest control guy to come in after 4 days who was present in the Apt for not more than 5 mins and had roach traps placed in the kitchen cabinets.

The roaches have infested the entire Apt and a 5 min pest control job would not have helped.

I have had big losses with all of my moved in Furniture, Mattresses and clothes being infested that had to be thrown away. Not to forget the physical stress of moving out to a new Apt since the staff informed that there was no availability of another apt.

The Area manager was kind enough to visit the Apt and inspect the condition was very Apologetic although it is not enough to recover my losses.

I urge for you to take some action about this matter since I had paid the whole months rest and also had to pay the deposit and the initial processing fees with a total up to 1500 $.Desired Settlement: I would like for Hickory Creek Apt to pay back my 1500 % at the least and 4350 $ worth of damages of my personal property