Hollywood Cleaners

June 19, 2015Dear [redacted] :I am in receipt of the aforementioned complaint from [redacted] I have researched his complaint thoroughly with the leasing office staff at Avalon Kirkland[redacted] is correct in his assertion that he incurred a total charge of $for not registering his utility services in his nameAll residents, including [redacted] , are advised of this requirement in their lease agreementI have enclosed the applicable section of the lease agreement that he signed on August 27, that addresses this responsibilityAvalon Kirkland’s leasing office staff also provides a reminder to residents within a welcome email they send to new residents [redacted] would have received this email near the date of his moin August 2014.As a customer service gesture, [redacted] ’s account was credited $in April by Avalon Kirkland’s leasing office staffUnfortunately, additional credits are not forthcoming as the remaining $is [redacted] ’s responsibility.I have also investigated the damage charge of $that [redacted] incurred at move-outI have determined that there is no evidence to substantiate this chargeTherefore, I have begun the process of issuing [redacted] a refund in that amountHe should expect to receive the refund payment within the next ten (10) business days.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Specialist

As you are aware, Ms [redacted] ’s original complaint was filed on January 5, and I submitted a response on January 13, Since a reply had not been received from Ms [redacted] , the case was closed on January 28, On February 27, 2017, Ms [redacted] emailed me directly regarding the reply I submitted to the Revdex.com on January 13, The following is the offer that I originally emailed to Ms [redacted] on March 3, The settlement agreement origination and due dates have been updated to afford Ms [redacted] additional time to respond since the original due date has passed.I had previously shared Ms [redacted] ’s message with MsMonica S [redacted] and MrTodd G [redacted] of the Avalon Potomac Yard management teamBoth MsS [redacted] and MrG [redacted] stand by their initial response that I shared in my reply to the Revdex.com on January 13, regarding the complaint that was filed on January 5, However, as a customer service gesture they would like to offer Ms [redacted] a credit of $in exchange for her review and signature on the attached settlement release.If Ms [redacted] is amenable to this offer, I ask that she please review, sign and return the attached settlement release form to me no later than 5:pm Eastern on Tuesday, March 14, The signed agreement may be scanned and emailed to my attention at [redacted] .Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist

October 25, 2017Dear [redacted] :I have received the rejection from [redacted] of my most recent reply, dated October 13, 2017.I spoke with MsNancy M [redacted] , Sales and Service Supervisor of Avalon [redacted] earlier todayShe agreed to refund an additional $application fee, which brings the outstanding account balance to $An updated account statement has been included for your convenience.Our internal collections team can be reached at ###-###-####, Monday-Thursday 8:30am -9:00pm, Friday 8:30am - 5:30pm and Saturday 8:30am - 12:30pm, Eastern to assist [redacted] with the outstanding balance.On behalf of MsM [redacted] and AvalonBay, I apologize for any inconvenience and wish [redacted] and family the best in their future endeavors.Please feel free to contact me directly with any questions

I have received [redacted] ’s complaintUnfortunately, I have been unable to locate an AvalonBay account associated with her name, phone number or email address provided in the complaint.If [redacted] would be willing to provide additional information, such as the community name and address in question, or a contact name and phone number, I would be happy to investigate her concern.Please feel free to contact me directly with any questions.Yours truly,Please let me know if you have any questionsThank you,~Michele

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate that my response was re-readThanks very much for the attention Regards, [redacted]

June 7, 2016Dear [redacted] :The aforementioned complaint filed by [redacted] has been reviewed by myself and Monique L***, Affordable Housing Specialist at Avalon [redacted] .The process for obtaining an apartment under the Affordable Housing program begins with the community providing the income limits to all prospective applicants verbally and in writingAt that point, it is the responsibility of the applicant to determine if they should move forward with the application process based on the information receivedThe applicant completes a questionnaire documenting their total income, which [redacted] did, and it is then determined, based on the answers provided on that questionnaire, whether or not the applicant’s income falls within the allowed limits.Per the information [redacted] provided on the questionnaire, her income fell within the limits so she was then provided with an application and a list of the documents required to qualify for the affordable program, which she completedIn addition to qualifying for the affordable program, an applicant’s credit must also be acceptableThe community ran a credit report on [redacted] and positive results were returned on January 22, The cost for this is $and is a set price at the community.On January 29, the results of [redacted] ***’s affordable application were returned and indicated that [redacted] did not qualify for the program based on her income being over the acceptable limitA statement was sent to [redacted] to advise her of her outstanding balance, which included the application fee and a returned check fee.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you very much for taking the time to address my concerns Can you (AvalonBay Customer Care) please also ask the debt collector [redacted] , who represented Avalon to collect this fee as a debt from me, to remove the debt record on my credit history? Thank you Regards, [redacted] **

August 31, 2015Dear [redacted] :I am in receipt of the aforementioned complaint from [redacted] .In an effort to provide the most detailed response possible to the various issues [redacted] presented in her complaint, I respectfully ask that she contact me directly so I can best address her needs and concerns.As it appears that [redacted] lives out of the country, I would be happy to communicate with her via email to allow for the time differenceThe email address listed below is the most appropriate to reach me.If [redacted] is amenable to this, please provide her with my email addressOnce she contacts me to confirm her email address, I would be happy to reply to her and provide additional details in response to her concerns.Thank you for your timePlease feel free to contact me directly with any questions.Yours truly,Michele B***Loss Mitigation Specialist

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is resolved as of nowHowever, I don't understand why this simple fix wasn't done for year and half Regards, [redacted] ***

I have received the aforementioned complaint filed by Mr [redacted] and have reviewed his account with MrShamon N [redacted] , Community Manager of Avalon Willow.MrN [redacted] shared that Mr [redacted] was advised of the renovation while touring the communityApproximately one week after moving in to Avalon Willow, MrN [redacted] and Mr [redacted] spoke at length about the renovationAvalonBay offers a 30-day guarantee to all new residentsMr [redacted] had the opportunity to take advantage of the guarantee but chose not to.Mr [redacted] had recent conversations with MrN [redacted] , the community leasing consultants and the resident services coordinatorAll of the aforementioned individuals explained to Mr [redacted] that the offers made to all residents included a complimentary month’s membership to [redacted] and [redacted] gym as well as a complimentary one half month’s membership to [redacted] Sports ClubAdditionally, MrN [redacted] offered Mr [redacted] the complementary use of the fitness center at our Avalon White Plains communityMr [redacted] chose not to take advantage of any of the offers.We respectfully decline Mr [redacted] ’s request to pay for his [redacted] gym membership.Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Street, Suite *** Virginia Beach, VA Phone: ###-###-#### Email: [redacted]

The aforementioned complaint filed by [redacted] has been reviewed by myself and MrMichael T***, Community Manager at eaves Fairfax CityOn behalf of AvalonBay, MrT [redacted] and I would like to express our condolences to [redacted] regarding the passing of his motherMrT*** speaks very highly of [redacted] as she was a treasured member of the [redacted] Fairfax City communityThe account and [redacted] ’s complaint have been reviewed in detail [redacted] was near the end of her 2015-lease agreement at the time of her passingHer renewed lease agreement, which she signed on February 2, 2016, would have begun on April 5, On March 29, 2016, the leasing office was advised of [redacted] ’s passing by her daughter-in-lawThat afternoon, [redacted] contacted the leasing office and expressed an interest in renting the apartment previously occupied by his mother so he could be closer to his childrenAs a customer service gesture, the community management allowed *** [redacted] to assume the apartment for the same terms, including monthly rent and tenancy dates, afforded to [redacted] at the time of her renewal [redacted] signed the lease agreement on April 8, at which time he became the responsible party on the account, including any outstanding balance from his mother’s residencyWhether [redacted] actually resided in the apartment is of no consequence with regard to his financial responsibilityThe lease agreement is legally bindingIn the Notice to Vacate provided by *** [redacted] on May 4, 2016, he indicated that June 3, would be his move-out date; he was charged for June 1-2, Further, the Acknowledgement to Terminate Lease explains the financial responsibility associated with terminating the lease prior to April 4, These responsibilities include rent damage charges, which constitute the difference between the base rent paid by [redacted] and the base rent amount paid by the next resident, who moved into the apartment on June 11, A financial breakdown has been attached for your convenient review [redacted] ’s insinuation that AvalonBay “made no attempt to resolve the matter of her lease in a humane manner” is inaccurateThe outstanding account balance is due to his decision to terminate his lease agreement prior to the lease end dateOn behalf of AvalonBay, I would like to send my condolences to [redacted] and his family Please feel free to contact me directly with any questions.Yours truly,Michele B***Loss Mitigation Support SpecialistAvalonBay Customer Care CenterSabre Street, Suite 100Virginia Beach, VA 23452Phone: ###-###-####Email: [email protected]

Horrible experienceGot ripped offDeceptive sales tactics and major issues with the car that were denied

Please accept my apologies for the delay in responding to [redacted] ’s aforementioned complaintShe and MrArthur Oligeri IV, Senior Manager and Regional Sales Manager at Avalon Fort Greene, were discussing the account in hopes of finding a mutually agreeable compromise.I am happy to report that they did, in fact, reach an agreement [redacted] has been absolved of all but $of the flooring replacement charge and the Clean Sweep fee of $ [redacted] and her attorney have been provided with all of the documentation they requested, in addition to a final account statement with the updated amount due from [redacted] As a customer service gesture, MrO [redacted] provided [redacted] with an extension until the end of this month to pay the outstanding balance.On behalf of MrO [redacted] and AvalonBay, I would like to thank [redacted] for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] *** Virginia Beach, VA *** Phone: ###-###-#### Email: [email protected] Street, Suite 100, Virginia Beach, VA / Tel ###-###-#### / Fax ###-###-####

I have received the aforementioned complaint filed by [redacted] and have reviewed his account with Natalie S***, General Manager of Avalon at [redacted] ***.MsS [redacted] confirmed that following [redacted] ’s move out, the maintenance team did treat his carpet for stains that were not seen during the preliminary inspection.However, as a customer service gesture, [redacted] will be refunded the full carpet charge of $The credit was processed on May 4, and a check is forthcoming to the address [redacted] provided in his email to AvalonBay that afternoon.On behalf of AvalonBay, I would like to thank [redacted] for his residency, and offer my apologies for any inconvenience this situation has caused.Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] *** Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [email protected]

The aforementioned complaint filed by [redacted] has been reviewed by myself and MrDavowa M***, Community Manager of The [redacted] [redacted] originally reached out to MrM [redacted] on Saturday, September 3, to report the issues outlined in the complaintMrM [redacted] and the community Maintenance Manager, MrAndrew W [redacted] , visited the apartment that dayDuring that visit, MrW [redacted] confirmed that there was no physical evidence of mold growth on the bathroom vent, but there was dust and dirtAlthough no evidence of mold was present, MrW [redacted] offered to clean the area with a mold and mildew cleaner** [redacted] (the resident and [redacted] ’s daughter) initially declined the offer, then later agreed and the area was cleaned accordinglyMrW [redacted] also cleaned a substance near [redacted] ’s air conditioner unit, but neither he nor MrM [redacted] noticed any odor, let alone one of a toxic nature.As a customer service gesture, MrM [redacted] would like to offer [redacted] the option to either terminate her lease or transfer to another apartment within the communityShould she choose the transfer option, the transfer fee will be waived, however, the rent will be based on current market value for the apartment chosen by [redacted] The community has inspected all of the vacant apartments and have deemed them moready [redacted] would be responsible for performing a walk-through of the apartment and report any concerns prior to move-in [redacted] should reach out to MrM [redacted] directly with her decision; he welcomes the opportunity to assist her.Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA *** Phone: ###-###-#### Email: [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The letter submitted by Michele B [redacted] on behalf of AvalonBay Communities implies that they need to verify my contact information However, the e-mail address that I provided to the Revdex.com in this case is the same one that I used during my tenancy at the Avalon property and in all of my subsequent electronic communications with the company Moreover, I have provided my French mailing address to their various offices on multiple occasions prior to and since the end of my tenancy I received two e-mails at the address I provided (to the Revdex.com and Avalon) from Avalon’s Customer Care Center on April and 14, in response to my mother’s inquiries on my behalf at the company’s corporate headquarters Avalon then mailed me a check at my address in France for only $of the $that is due back to me without any explanation as required per California law Therefore, they should not use the excuse that they "do not have my contact information" as a reason for not resolving the issues noted in my complaint Avalon’s explanation of the situation was that they issued me a refund in November (within the required day period), but that they did not have my new address on file and so they mailed it to my last address on record However, I provided them with my new address in France prior to moving out and set up mail forwarding I did not have any issues receiving mail from other companies with whom I did business in the US Avalon has been unwilling and/or unable to provide any proof of issuing such payment Even if they did issue a check in November, they failed to respond when I contacted them in writing in December and January regarding their failure to refund my security deposit and extra rent paid In addition, I have already made numerous contacts to multiple locations and divisions of AvalonBay Communities over the course of the past ten months in an attempt to resolve this fairly straightforward administrative matter Unfortunately, Avalon has been largely unresponsive and chosen not to adhere to California law From the extensive research that I have done, I have found that Avalon is in the business of providing dividends to its shareholders, not providing proper housing to their tenants, and keeping security deposits and demanding excess funds is just their way of doing business I thought it would be helpful to enlist the aid of a neutral third party such as the Revdex.com, as it has been very helpful in amicably resolving other commercial disputes that I have had in the past You may inform Avalon that the contact information that I provided to them is still correct (and is the same information that I provided to you) If they would like to resolve this matter quickly and amicably per the terms noted in my original complaint, then they may feel free to contact me Otherwise, I feel I have no recourse other than to pursue the matter via other legal channels Thank you for your assistance in facilitating the resolution of this matter Regards, [redacted]

The aforementioned complaint filed by Mr [redacted] has been reviewed by myself and MsChristine ***, General Manager of Avalon at [redacted] .The photographs and documentation from the final walkthrough have been reviewed and I can confirm that the carpet replacement was justifiedThere were stains evident in each room of the apartment, and much of the staining was such that the integrity of the carpet was compromised by ch***ng the dye of the carpetSteam cleaning would not have salvaged itThis determination was made by the carpet cleaning vendor who was present during the final inspection with our maintenance team.With regard to the cost of the carpet replacement, Mr [redacted] was actually charged $855.23, not $1,as quoted in his complaintHis total damage charges were $and included an apartment cleaning charge of $125.00.On behalf of Avalon at [redacted] , we would like to thank Mr [redacted] for his tenancy and wish he and his family a safe and happy holiday season.Please feel free to contact me directly with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA Phone: ###-###-#### Email: [redacted]

Complaint: [redacted] I am rejecting this response because:We moved out of the community in early November In late November 2016, we were contacted by the management company requesting additional payments above and beyond our security deposit We did not agree that any payment was owed, in fact, we were expecting the vast majority of our deposit ($700) to be returned After nearly three (3) month of requesting proof that we owed anything and requesting a refund the management company in Virginia finally responded with documentation and response that the documents were not sent because they did not have our address1) The documents could have been e-mailed as most communication was done through e-mail; the provided documents were eventually e-mailed so the address argument is invalid2) The address was provided during our move and was not requested again3) The documents have several mathematical errors leading to different amounts owed and do not answer the argument put forth that not only do we not owe any money but a refund is required We are requesting the following1) A refund of $for the unnecessary "work" that he Avalon claims was performed2) That any credit agencies that received collection notices from the company be contacted and our credit scores be fixed Regards, [redacted]

I am writing in response to [redacted] ’ rejection of my reply dated April 6, 2017.A second review of the records of the tenant that occupied the apartment prior to [redacted] confirmed that the unit was treated for termites, not cockroachesThe initial treatment was done before [redacted] occupied the apartmentAs I mentioned in my letter dated April 6, 2017, the visit made by the pest control company during [redacted] ’ residency was a standard one-year follow up appointment in response to the termite treatment the year beforeOur pest control company has verified that they do not conduct one year follow up appointments for the treatment of cockroaches; this is only done as a follow up for the treatment of termitesHad [redacted] actually seen cockroaches in his apartment during his tenancy, proper steps would have been taken.Again, I cannot speak to the exact circumstances regarding [redacted] ’ prior neighbor and their carpet being replacedHowever, I have confirmed with the leasing office that carpet is not replaced during occupancy unless there a maintenance or safety issue necessitating said replacementAfter the residents vacated units and in November 2015, the carpet in those units were replaced due to severe stainingThat would be the only impetus for replacing the carpet; discrimination of any kind is not tolerated at AvalonBayAll residents are deserving of, and receive, our world class customer service.I do not believe I ever asserted that [redacted] sent his security deposit check via ***As previously addressed in my responses dated November 4, 2016, November 16, 2016, and April 6, 2017, [redacted] ’ security deposit has processed within the legal timeframe.My reply letter dated November 22, referenced two letters that were addressed to [redacted] by our local counsel on October 2, and October 20, 2015, respectivelyThe October 2, letter specifically addressed both the ceiling and HVAC leaksThe maintenance team responded to each of [redacted] ’ complaints in a timely manner.Please contact me with any questions.Yours truly,Michele B [redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA [redacted] Phone: [redacted] Email: [email protected]

I have received the aforementioned complaint filed by Mr [redacted] and have reviewed his account with Adam N [redacted] , Community Manager of [redacted] Since Mr [redacted] is most familiar with Mr [redacted] ’s account, I have asked that he review the complaint and assist with the following response.Mr [redacted] never inquired with the staff about the specifics of the roommate release; he had only asked for the formIn Mr [redacted] ’s discussions with Mr [redacted] , Mr [redacted] gave Mr [redacted] the impression that the staff in the leasing office informed Mr [redacted] he could do the roommate release, and there were no issuesWhen Mr [redacted] conversed with the staff, and subsequently circled back with Mr [redacted] , it turns out these conversations did not happen as described.On our internal portal for residents, ***, we very clearly provide the conditions in which a roommate release is deemed acceptableAdditionally, on the form itself we have a page outlining the processThere’s no ambiguity about it; it is very transparent, and we’ve been very consistent with this processThere’s nothing underhanded, or deceptive about it.On July 3, 2017, Mr [redacted] spoke with Mr [redacted] about removing himself from the leaseAs Mr [redacted] is the last remaining original leaseholder, Mr [redacted] informed Mr [redacted] that his options would be to do a lease termination, submit notice for the accelerated rent option, or have someone added to the lease, with him still remainingMr[redacted] informed Mr [redacted] that he could be removed from the lease at the end of the lease term, should his remaining leaseholders decide to stayThe Roommate Release form is used when there are changes to the occupants of a homeThis form can be used to remove as few as one person from a two bedroom, or one person from a one bedroom with denIt cannot, however, be used to remove an occupant from a home with only one occupant, nor can it be used to remove all occupants, resulting in a "resident swap"Anyone being addedPage Twoto the lease does assume all responsibility for the home's financial, and physical conditionAnyone being released is no longer responsible for the home's financial, and physical conditionThis option is a convenience, and not a back door way of terminating your lease, or transferring it to another party.Mr [redacted] advised Mr [redacted] that they could add a new roommate, but not remove himselfWe would have been happy to remove him at the end of the current lease-term in January, but he declinedMr [redacted] also offered to put his home on the market, and see if it could be re-rented, thereby decreasing the time he would be rent responsible, but he also declined that optionHe wasn’t forced into a termination fee, nor was he mislead.On behalf of Mr [redacted] and ***, I would like to thank Mr [redacted] for his residency.Please feel free to contact me directly with any questions.Yours truly,Michele B***