HighPoint Property Management

BACKGROUNDThis unit was rented to ** college studentsTheir parents had to sign the lease since the children wouldn’t otherwise qualify for this $3,per month unitThis Revdex.com complaint was submitted by a mom who never occupied the property and lives out of stateRESPONSEWe are sorry about the misunderstanding of the lease termsAfter reviewing your lease, we’ve concluded the followingA $error did occur on the prorated rent calculation as this was a manual calculationThe property manager who prepared this lease is no longer with the companyWe will issue a refund to you for $I apologize for this miscalculationRegarding the $233.13, this was trash piled outside the building and outside the receptacles prior to move out, the $was for trash left inside the unit after move out, and $was for the prying the mattress out of the jammed elevator and disposing of itThe repair bill included various tenant charges of $for repairs upon move outThe charges for trash haul away and repairs were in accordance with the lease termsBased on the poor condition of this unit, we had it cleaned twice with two different maid services and cleaned the carpet twice with two different carpet cleaning companiesWe billed the tenant for one maid service and one carpet cleaning in accordance with the lease termsThe owner paid for the other cleanings.LEASE TERMSTenant’s General ResponsibilitiesAll of the below must be maintained by Tenant at Tenant’s expenseaKeep the Property clean and sanitarybPromptly dispose of all trash in appropriate receptacles Promptly notify Property Manager of all needed maintenance and repairs, damages resulting from Tenant’s failure to notify Property Manager of needed maintenance or repairs are the responsibility of Tenant Tenant shall be responsible for contracting and paying for a licensed and insured professional maid service and carpet cleaner upon move outReceipts must be provided to the Property ManagerOr, Tenant may authorize the Property Manager to hire a professional maid service and professional carpet cleaner on behalf of the Tenant and deduct these charges from Tenant security depositElevatorsAny elevator in the Property is to be used for people only and not for the transport of freight or furnishings unless authorized by the Property ManagerShould the Tenant wish to make use of the elevator for moving furnishings or personal belongings, the Tenant must (a) pay the Property Manager a rental fee in advance for use of elevator pads and use such pads, and (b) pay the Property Manager a security deposit respecting damage to the elevatorProperty Manager shall set such fees at its own discretionShould any unauthorized use of the elevator be made, the Tenant authorizes the Property Manager to deduct the amount of such fees or damages from the Security DepositThe Tenant acknowledges that the elevator functioned upon taking possession of the Property and that it is the Tenant's responsibility to ensure the elevator is functioning upon the termination of the LeaseAny repairs or servicing of the elevator that are found to be necessary due to the misuse, neglect, or a lack of knowledge on behalf of the Tenant will be billed to the Tenant

I've investigated this allegation and do not have further or different information to provideUnfortunately, this showing was scheduled based on inaccurate information provided to usSpecifically, you indicated that your spouses credit was "mid 600's"Our minimum credit requirement is This is clearly stated prior to paying the non-refundable application feeUnfortunately, your spouses actual credit score was under according to the 3rd party report that we are required to use on a consistent basisI'm not familiar with how exactly they calculate scores as this is their proprietary informationMoreover, we cannot rely on applicants giving us information from other credit bureaus that may have a different calculation or scoring method and may or may not be current informationIf there is something on your wife's report that is not accurate, I believe there is a process to dispute these directly with the credit bureausWe have provided your spouse the required documentation on how to contact the credit reporting agency to discuss your situationIn conclusion, we have to use the information provided to us by [redacted] at the time the information is received by usThis is how we apply a consistent standard when screening tenantsWe have all related documentation on file at our offices for anyone to review if necessaryI'm sorry for your situation and I'm not sure what else I can do for youMy phone call to you was never returned to discuss this further

Complaint: ***
I am rejecting this response because:The business owner is failing to address the issues filed within my original complaint and the follow up message; that we were lied to, misled, provided misinformation, and were subject to poor business practices. To recap and counter the items addressed by the business owner:1) The pre-qualification form that is filled out when requesting to tour a home does not specify what credit bureau will be used in order to validate the person's credit score should they applyBased on the credit information, which I have documented and dated, when we applied to visit a home my wife's credit score exceeded the minimum score of Also, the pre-qualification is unrelated to the $in application fees, as that is a separate application and our decision to apply was guided by lies given to us by the company's own Property Manager. 2) When we visited the house we took the time to specifically discuss our concerns with ***, the Property Manager, BEFORE applyingWhile the report we had pulled did have my wife exceeding the minimum score needed, we knew there were some invalid collections items on the report that were not tied to herWe specifically said to *** that depending on what report they pull there is a possibility it may come back lower while we work to clear those items, and then asked if that was the case, since my score well exceeded the minimum requirement, and alone I met the 3x rent income requirement, would that be an issue*** explained to us how the is often not followed, that just like there "no-cosigner" policy, there are often people who are approved with lower scores and that they often have situations in which they will allow co-signersHe stated he did not think we should have an issue at all, especially since my score and income alone met the requirementsIt was based on this information we decided to go ahead and apply, after being told by the business' own Property Manager to go ahead - he never stated "If either of your scores is below a you will not qualify, you should not apply." He also did not specify which specific bureau would be used to pull the report. 3) After we applied, days went by and we had heard no response from HighPointI called for a status update where I was informed that due to a Bankruptcy on my wife's report, and a criminal record found in my history, we would not qualifyFirst, my wife has never filed for bankruptcy, and we called *** to verify this record was not on her report and it is notInformation from someone else was pulled with her check and lowered her score far below where it should have been on the report received by HighPointSecond, I do not have a criminal historyThe HighPoint representative was unable to give information other than it only said that a "case was filed" in This was a speeding ticket that was dropped/dismissedHad HighPoint bothered to call us after receiving these results to verify their accuracy, documentation on both issues could have been provided that shows both are invalidInstead we were told "Even if you provide documentation it doesn't matter anyway, we have already rented that property." So instead of trying to work with the first people to apply for that property and make sure the information you received, that we paid for with the application fee was valid, you instead just moved on to the next people without providing notice. 4) After that issue I requested to speak with ***, the CEO and FounderI was told that he could return my call at 3PM that day, and asked if that would be okI agreed and cleared my schedule around that time to make sure I was free to speak with him3PM came and went without a phone callThe next day came and went without a phone callIt wasn't until after I submitted a complaint with Revdex.com that I was given a call back, which makes me believe that had I not filed a complaint then I would have never heard from HighPoint againNot only this, but the voicemail left to me by ***, which I still have, was him very irritated in which he stated he "wasn't exactly happy" that I had reached out to Revdex.com, and upset I had "blasted him in on the Revdex.com"Well guess what, ***? If your company followed through on the word given by your employees and treated people with dignity, respect and with values of proper business, we wouldn't be doing this through the Revdex.com. There is no resolution that we will accept other than the refund of our moneyWe were lied to, misled, and then the invalid results our money was used to find were used against us without any consideration or thoughtAs far as we are concerned there are two outcomes - a refund of our money and we go our separate ways, case closedOr, you can choose to keep ignoring our valid complaints and not return our money, and we will make sure that our experience is shared with every review site on which HighPoint Property Management has a listing - *** *** ***, rental sites, etc... You cannot treat people the way that you have treated us, having employees encourage us to apply with information and expect there not to be issues when we come to find out that we were encouraged to pay $to apply, not only for no reason, but that HighPoint will not work to validate any incorrect information received on their report and just toss you to the side after payingYou have a lot of items to work out with your employees and the operation of your business, and as you will come to see, this dysfunction within your work environment could cost you your coveted 5-star rating that your pages are so happy to brag about.
Sincerely,
*** ***

Dear *** ***, I'm sorry you felt like you had a bad experience with the rental turnover process. Below is a timeline of eventsI've also attached photos of work completed and the carpet cleaning invoice dated 7/15/17.06/30/(Friday) Lease end dateThe tenants had possession of
your property until midnight on this date. 06/30/(Friday) I emailed you and left you a voicemail responding to your request to get the keys to your house on July 1stThis email explained that we would need a few business days to get the property cleaned prior to you moving back inThis email also stated that if you take possession of the property prior to us completing our move-out process, we could not hold the tenant responsible for any charges. 07/05/(Monday) Carpets professionally cleaned by a 3rd party vendor.07/08/(Thursday) You took possession of the property upon your request for the keysAll repairs were not completed as of this dateUnfortunately, we were not done with our move-out process07/15/(Thursday) Received email from you stating you wanted four things completed by July 22nd. Below is an excerpt from that email:I'm expecting the damaged accent walls to be painted and bad spackling to be sanded before painting at no cost to me.I'm expecting the downspout replacement at no cost to me.I'm expecting the attic fan framing at no cost to me, be completed.I'm expecting a reputable carpet cleaning service at no cost to me to clean the carpets.To be completed by July 22nd.At this time, I will report this to the Revdex.com and High Point Property will have a bad ratingThis should matter to youI'm sorry, but you are lying about the carpets and you, as broker, absolutely have not represented me in the closing of our business arrangement.07/15/(Thursday) I sent an email to you stating that we can take care of these items bullet pointed in above.07/15/(Thursday) Received carpet cleaning invoice from the carpet cleaner.07/15/(Thursday) Carpet cleaning receipt emailed to you.07/17/(Monday) I received your complaint to the Revdex.com.07/22/(Saturday) I met you and the handyman at this property and agreed on fixing Items 1-noted aboveHandyman completed items 1-(Item was completed on July 5th).07/26/(Wednesday) I received the handyman invoice for items 1-noted above.07/27/(Thursday) I sent you an email following up on the handyman workNo response received from you as of today, July 28th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I find the resolution less than satisfactory I will accept the $300 for the overcharging of the rent.  The issues about the repairs that were made for things that were existing when the unit was rented was not mentioned or addressed at all.  I find it appalling that I had to go to this measure to get a resolution since they would not respond by any other means.  I feel that Highpoint had an issue with their employee.  They had no documentation of the condition that it was left in and many of the charges were billed both after he was fired and after I had called the company at that point it was clear we were concerned but they did nothing to prove or justify all of the additional charges or if they were necessary.  They had our money and it was their word against ours.  Note to anyone reading this, cover yourself on the deposit but taking a video of both move-in condition and move-out condition, or find a more ethical place to rent your apartment.  
Sincerely,
[redacted]

Dear Prospective Tenant,  We are sorry to hear about your negative experience and we appreciate your feedback. I left you a voicemail to discuss this matter, but we never heard back from you. All application fees are nonrefundable as we are charged by a third party to process these background...

checks. We clearly state this requirement upfront in the “Before You Begin” section of our application. We pre-qualify all potential tenants to ensure we don’t waste their time. One of our pre-qualifications is for all tenants over the age of majority to have a credit score of 620 or better.Here is the pre-qualifying question and your answer when you scheduled the showing.Question: Please list the credit score of all occupants 18 or over. Your answer: Primary name on lease, 753 FICO, secondary person is in mid-600's.Here are the “Before You Begin” instructions for our application.Thank you for your interest in this home professionally managed by HighPoint Property Management ("HighPoint"). We look forward to helping you feel right at home.  Please read the following rental requirements completely. No exceptions will be made.HighPoint will not base any decision on any federal, state or local prohibited basis to include sex, familial status, race, religion, creed, national origin, or disability. HighPoint is an Equal Opportunity Housing provider and adheres strictly to all Fair Housing laws and practices. Each individual 18 years old or older (“applicants”) who will occupy the property must complete a separate application and pay a non-refundable application fee. Applicants must view the property in person prior to submitting an application. Applicants must: o          provide a valid form of identification (e.g., Driver’s License, Passport, Military I.D., etc.);o          provide proof of verifiable income (See “Income” section below for details);o          have a credit score of 620 or higher;o          not currently be in, or contemplating, personal or business bankruptcy;o          not be a past sex offender and criminal or misdemeanor records/convictions will be reviewed case by caseo          not have any past evictions or lease violations. Unfortunately, the “secondary person” had a credit score well below our minimum requirements and it was not mid-600s as you stated.

I've investigated this allegation and do not have further or different information to provide. Unfortunately, this showing was scheduled based on inaccurate information provided to us. Specifically, you indicated that your spouses credit was "mid 600's". Our minimum credit requirement is 620. This is clearly stated prior to paying the non-refundable application fee. Unfortunately, your spouses actual credit score was under 600 according to the 3rd party report that we are required to use on a consistent basis. I'm not familiar with how exactly they calculate scores as this is their proprietary information. Moreover, we cannot rely on applicants giving us information from other credit bureaus that may have a different calculation or scoring method and may or may not be current information. If there is something on your wife's report that is not accurate, I believe there is a process to dispute these directly with the credit bureaus. We have provided your spouse the required documentation on how to contact the credit reporting agency to discuss your situation. In conclusion, we have to use the information provided to us by [redacted] at the time the information is received by us. This is how we apply a consistent standard when screening tenants. We have all related documentation on file at our offices for anyone to review if necessary. I'm sorry for your situation and I'm not sure what else I can do for you. My phone call to you was never returned to discuss this further.

BACKGROUNDThis unit was rented to ** college students. Their parents had to sign the lease since the children wouldn’t otherwise qualify for this $3,000 per month unit. This Revdex.com complaint was submitted by a mom who never occupied the property and lives out of state. RESPONSEWe are sorry...

about the misunderstanding of the lease terms. After reviewing your lease, we’ve concluded the following. A $300 error did occur on the prorated rent calculation as this was a manual calculation. The property manager who prepared this lease is no longer with the company. We will issue a refund to you for $300. I apologize for this miscalculation. Regarding the $233.13, this was trash piled outside the building and outside the receptacles prior to move out,  the $124 was for trash left inside the unit after move out, and $80 was for the prying the mattress out of the jammed elevator and disposing of it. The repair bill included various tenant charges of $250 for repairs upon move out. The charges for trash haul away and repairs were in accordance with the lease terms. Based on the poor condition of this unit, we had it cleaned twice with two different maid services and cleaned the carpet twice with two different carpet cleaning companies. We billed the tenant for one maid service and one carpet cleaning in accordance with the lease terms. The owner paid for the other cleanings.LEASE TERMS3.12 Tenant’s General Responsibilities. All of the below must be maintained by Tenant at Tenant’s expense. a. Keep the Property clean and sanitary. b. Promptly dispose of all trash in appropriate receptacles . . . Promptly notify Property Manager of all needed maintenance and repairs, damages resulting from Tenant’s failure to notify Property Manager of needed maintenance or repairs are the responsibility of Tenant . . . Tenant shall be responsible for contracting and paying for a licensed and insured professional maid service and carpet cleaner upon move out. Receipts must be provided to the Property Manager. Or, Tenant may authorize the Property Manager to hire a professional maid service and professional carpet cleaner on behalf of the Tenant and deduct these charges from Tenant security deposit. . .3.17 Elevators. Any elevator in the Property is to be used for people only and not for the transport of freight or furnishings unless authorized by the Property Manager. Should the Tenant wish to make use of the elevator for moving furnishings or personal belongings, the Tenant must (a) pay the Property Manager a rental fee in advance for use of elevator pads and use such pads, and (b) pay the Property Manager a security deposit respecting damage to the elevator. Property Manager shall set such fees at its own discretion. Should any unauthorized use of the elevator be made, the Tenant authorizes the Property Manager to deduct the amount of such fees or damages from the Security Deposit. The Tenant acknowledges that the elevator functioned upon taking possession of the Property and that it is the Tenant's responsibility to ensure the elevator is functioning upon the termination of the Lease. Any repairs or servicing of the elevator that are found to be necessary due to the misuse, neglect, or a lack of knowledge on behalf of the Tenant will be billed to the Tenant.