Highland Creek Apartments

I am rejecting this response because: There are inaccuracies in the response given from this business Key found in the resident drop box? My father personally handed the keys to the person in the office since I had a time constraint to move out of state and could not return the keys myself The one picture attached does show damage from my time there I did not deny or try to fight the charges for that When my wife asked questions they were answered with more questions I would not have had to escalate this matter to this point if the questions were answered The only responses to my further requests for direct answers were to give them a call Even after explaining that I prefer emails so I could keep records of the conversations I was not given anything As for the receipt from a "professional" carpet cleaner, there was nothing in the lease saying the carpets had to be cleaned by a "professional." The carpets were deep cleaned and we have a receipt of that I highly doubt Ms [redacted] would accept any receipt though As stated before, this company is shady and majorly lacking in customer serviceFrom the first call about this whole matter we were treated with disrespect as Ms [redacted] argued all points For these reasons I cannot accept this company's "response."

Please see attached the first email and photos received from Ursula McCombs copied to myself in response to Mr*** Wife ***, which was sent on January 26, I have also attached their move in inspection sheet which was executed and signed on 10/07/by both residentsYou will
note they were very specific about any items that were not new and or nicked/scratched/dented etcThe photos attached very clearly show damage done by the resident during their residencyI would like to further note that there was not a final walk through completed when the apartment was fully vacated, as we found their key dropped in the resident drop box. On January 26, *** *** placed a call to *** and the attached email thread, which clearly shows written responses to their questions and comments in regards to their chargesPlease note the last email thread dated January 27, 2015 let *** know that when they provide us with a professional carpet cleaning receipt we would be happy to refund the cost of the carpet cleanThis offer still stands if the receipt can be provided. Because Mr*** questions and concerns were address in writing with his Wife, Mrs*** offered on separate occasions in writing to contact her at any time on her personal cell phone to further discuss any question, comments and concernsThis offer is still available should Mr*** wish to contact her she may be reached at ###-###-####. In closing we are still willing to refund the cost of the carpet clean as discussed in previous emails providing a receipt of a professional carpet clean is received at the property. Should you have any further questions I may be reached at Highland Creek ###-###-####. I have responded by email due to no option to upload images on the siteI will contact you first thing Monday morning to get further assistance.Thank you *** ***Property ManagerPinnacleHighland Creek ApartmentsGibson DriveRoseville, CA 95678O: ###-###-#### I F:###-###-####[email protected] www.pinnacleliving.com Exceeding your Expectations

I am rejecting this response because: There are inaccuracies in the response given from this business.  Key found in the resident drop box? My father personally handed the keys to the person in the office since I had a time constraint to move out of state and could not return the keys myself.  The one picture attached does show damage from my time there.  I did not deny or try to fight the charges for that.  When my wife asked questions they were answered with more questions.  I would not have had to escalate this matter to this point if the questions were answered.  The only responses to my further requests for direct answers were to give them a call.  Even after explaining that I prefer emails so I could keep records of the conversations I was not given anything.  As for the receipt from a "professional" carpet cleaner, there was nothing in the lease saying the carpets had to be cleaned by a "professional."  The carpets were deep cleaned and we have a receipt of that.  I highly doubt Ms. [redacted] would accept any receipt though.  As stated before, this company is shady and majorly lacking in customer service. From the first call about this whole matter we were treated with disrespect as Ms. [redacted] argued all points.  For these reasons I cannot accept this company's "response."

Review: This company is very shady. Not only did they rip my wife and I off on our refund after moving out, but when questioned about the refund they refused to answer with anything other than more questions. I have emailed questions several times so I could keep a record of the conversations but the management refuses to respond via email since they do not want any proof of what has been said. Of the deposit originally given, we received back only a third of it. The apartment was not perfect when we left (there were a couple nicks in the cheap vinyl flooring) but we left the apartment cleaner than we found it. Even on the walk-through we were thanked for keeping the apartment so nice and that it could be rented out that day. When we finally received the list of deductions from the refund, some of the charges included a refrigerator shelf (shelf was fine when we left), deep carpet cleaning (this was the last thing we did prior to moving out), and a 'moderate cleaning' which seemed very odd considering we were told the apartment could be rented out the day we had the walk-through. We were told by other tenants that we should not worry about cleaning the apartment since the management never returns much of the deposit. We still cleaned it of course, but they were spot on about management. The staff at the apartments proved to care a little bit by responding to our questions as well as they could in at least an untimely manner. The award for worst customer service in this complaint though goes to [redacted] of "[redacted]" who refused to answer our questions and explain why we were charged for items listed in this complaint.Desired Settlement: We feel the charges for the refrigerator shelf, carpet cleaning, and medium cleaning should be refunded. Refrigerator Shelf - $34.95Carpet Cleaning - $105.00Medium Cleaning - $80.00Total Refund - $219.95

Business

Response:

Please see attached the first email and photos received from Ursula McCombs copied to myself in response to Mr. [redacted] Wife [redacted], which was sent on January 26, 2015. I have also attached their move in inspection sheet which was executed and signed on 10/07/2011 by both residents. You will note they were very specific about any items that were not new and or nicked/scratched/dented etc. The photos attached very clearly show damage done by the resident during their residency. I would like to further note that there was not a final walk through completed when the apartment was fully vacated, as we found their key dropped in the resident drop box.