I apologized for the delayed response Please note we were under the impression that this issue was resolved with the resident; when it arised in September The resident had a direct payment scheduled for his monthly rent payment Beginning September, our company switched software and residents we directed to pay their rent with a check or money order as the process for direct rent payment would be interrupted Unfortunately, the payment for September was not interrupted as anticipated and his payment was pulled from his account and also by the check payment provided by the resident The following week; he came into the office, we explained the situation and he agreed that instead of getting the payment back by check he would leave it as a credit on his account to be used for his October rent paymentOnce we received your email we contacted the resident to confirm the agreement was to use the additional payment as October’s rent and offered him a $courtesy credit for the inconvenience it caused him The resident agreed and accepted the creditThank you, Arlene S| Property Manager
We have been in communications with Mr. [redacted]; there was more than a scuff mark on the carpet. At first we were going to replace the carpet then had to professional services come in and they were able to get the dirt and stains out of the carpet. We have apologize and explained to Mr....
[redacted] that we have requested his money back from or corporate office and it is being processed. We are trying to expedite it as quickly and possible. He should receive the funds by next week.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Highland Club told us that they were working to expedite our check and that it was being processed. They told us that we should receive it within a week - that was three weeks ago and we still have yet to see a check or the charge removed from my husband's credit report. Their response is the same as what we've been told for the last 14 months. Also, taking 14 months to get a customer's check that we are rightfully owed is nowhere near "expediting" the process. Highland Club's comment about the scuff not being the only damage is also a blatant and utter lie. They routinely tried to tell my husband that our carpet was covered in black ash and burned from candles... we are not candle people. We do not light candles and we do not smoke either. We are clean people who kept our apartment clean. So either Highland Club is making stuff up or they are so disorganized that they had us confused with a memory of someone else's nasty apartment. Either way, they have told us many times that we are getting our money back and that the charge will be taken off the credit report but for 14 months this still has not been resolved. Because of their last response, which we now have in writing acknowledging that they owe us money, it will now make it much easier for us to take this matter to court. So thank you for that. Please overnight our check and REMOVE the charge from collections. Send me PROOF that it has been removed. You have until 12pm on Wednesday. Since my husband is now in military training, you get to deal with ME now, and he was much nicer than I am. Remove the charge from collections and refund us our security deposit.
Regards,
[redacted]
I apologized for the delayed response. Please note we were under the impression that this issue was resolved with the resident; when it arised in September. The resident had a direct payment scheduled for his monthly rent payment. Beginning September, our company switched software...
and residents we directed to pay their rent with a check or money order as the process for direct rent payment would be interrupted. Unfortunately, the payment for September was not interrupted as anticipated and his payment was pulled from his account and also by the check payment provided by the resident. The following week; he came into the office, we explained the situation and he agreed that instead of getting the payment back by check he would leave it as a credit on his account to be used for his October rent payment. Once we received your email we contacted the resident to confirm the agreement was to use the additional payment as October’s rent and offered him a $100 courtesy credit for the inconvenience it caused him. The resident agreed and accepted the credit. Thank you, Arlene S. | Property Manager
I apologized for the delayed response Please note we were under the impression that this issue was resolved with the resident; when it arised in September The resident had a direct payment scheduled for his monthly rent payment Beginning September, our company switched software and residents we directed to pay their rent with a check or money order as the process for direct rent payment would be interrupted Unfortunately, the payment for September was not interrupted as anticipated and his payment was pulled from his account and also by the check payment provided by the resident The following week; he came into the office, we explained the situation and he agreed that instead of getting the payment back by check he would leave it as a credit on his account to be used for his October rent paymentOnce we received your email we contacted the resident to confirm the agreement was to use the additional payment as October’s rent and offered him a $courtesy credit for the inconvenience it caused him The resident agreed and accepted the creditThank you, Arlene S| Property Manager
We have been in communications with Mr. [redacted]; there was more than a scuff mark on the carpet. At first we were going to replace the carpet then had to professional services come in and they were able to get the dirt and stains out of the carpet. We have apologize and explained to Mr....
[redacted] that we have requested his money back from or corporate office and it is being processed. We are trying to expedite it as quickly and possible. He should receive the funds by next week.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Highland Club told us that they were working to expedite our check and that it was being processed. They told us that we should receive it within a week - that was three weeks ago and we still have yet to see a check or the charge removed from my husband's credit report. Their response is the same as what we've been told for the last 14 months. Also, taking 14 months to get a customer's check that we are rightfully owed is nowhere near "expediting" the process. Highland Club's comment about the scuff not being the only damage is also a blatant and utter lie. They routinely tried to tell my husband that our carpet was covered in black ash and burned from candles... we are not candle people. We do not light candles and we do not smoke either. We are clean people who kept our apartment clean. So either Highland Club is making stuff up or they are so disorganized that they had us confused with a memory of someone else's nasty apartment. Either way, they have told us many times that we are getting our money back and that the charge will be taken off the credit report but for 14 months this still has not been resolved. Because of their last response, which we now have in writing acknowledging that they owe us money, it will now make it much easier for us to take this matter to court. So thank you for that. Please overnight our check and REMOVE the charge from collections. Send me PROOF that it has been removed. You have until 12pm on Wednesday. Since my husband is now in military training, you get to deal with ME now, and he was much nicer than I am. Remove the charge from collections and refund us our security deposit.
Regards,
[redacted]
I apologized for the delayed response. Please note we were under the impression that this issue was resolved with the resident; when it arised in September. The resident had a direct payment scheduled for his monthly rent payment. Beginning September, our company switched software...
and residents we directed to pay their rent with a check or money order as the process for direct rent payment would be interrupted. Unfortunately, the payment for September was not interrupted as anticipated and his payment was pulled from his account and also by the check payment provided by the resident. The following week; he came into the office, we explained the situation and he agreed that instead of getting the payment back by check he would leave it as a credit on his account to be used for his October rent payment. Once we received your email we contacted the resident to confirm the agreement was to use the additional payment as October’s rent and offered him a $100 courtesy credit for the inconvenience it caused him. The resident agreed and accepted the credit. Thank you, Arlene S. | Property Manager