Hollywood Cleaners

The aforementioned complaint filed by *** *** has been reviewed by myself and MsMia S***, Community Supervisor at *** ***.The repiping project is a preventative maintenance project designed to prevent any future damages or inconveniences to the residents of *** *** due to old
copper water pipe leaksThe project was first communicated to the entire community via email on August 1, The October newsletter provided additional information regarding the project, which officially started in the community on August 8, in a building other than the one occupied by *** ***Additionally, *** *** and his roommates were provided with a letter specific to their apartment on October 21, stating that the contractor and project coordinator would be inspecting their apartment on November 2, in anticipation of the project beginning in their building/apartment.On December 14, a notice confirming the times that the water would be shut off was distributed to all residents in *** ***’s buildingA follnotice was provided to *** *** and his roommates on January 6, confirming the dates and times the work would occur in their apartment, including when the water would be shut-offA few days later, on January 9, 2017, an email was sent to follow up to ensure receipt of the notice sent on January 6, As evidenced above, *** *** and his roommates were provided ample notice regarding the project timeline.Further, the community provided accommodations for those most impacted by the projectThese accommodations included fully use of the community Hospitality Suite and showers within the fitness center*** *** and his roommates declined the Hospitality SuiteMsS*** and the community staff have also provided *** *** and his roommates with gallons of water in addition to bottles of waterFinally, beginning last week, the vendor was able to turn the water back on by 1:00pm instead of 5:30pmThis change was communicated daily to all residents via email. I understand *** ***’s frustration with the repiping projectThe timing of the project was decided upon to afford the least impact to the residentsUnfortunately, even if the project had been scheduled for the summer, the impact would not have been lessenedIt is a necessary inconvenience; one that the community has taken great care to lessen for all residents.On behalf of MsS*** and the *** *** community management, I would like to thank *** *** for his tenancy and patience during this projectAs always, the management team is available to assist him with any issues.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center *** *** *** Suite *** Virginia Beach, VA *** Phone: ###-###-#### Email: [email protected]

May 24, 2016Dear *** ***:*** ***’s second rejection of my reply dated May 13, has been reviewed, along with the email attachment.The email message from Jessica that was provided by *** *** actually states that if updated renter’s insurance is not returned prior to the expiration date of your current lease, month-to-month fees would automatically be charged, if applicableFortunately for *** ***, he did not incur month-to-month charges.Having up-to-date renter’s insurance is a requirement to remain in good standing under the lease agreementConversely, not having updated renter’s insurance is a cause of being in default of the lease agreement; it does not negate the financial responsibilities associated with the lease agreementSections and of the lease agreement *** *** signed on August 29, provides further information.As for the call that I placed to *** ***’s insurance provider, I did so to ensure I exercised due diligence in investigating the complaintAgain, whether or not the insurance was updated for the most recent lease term does not negate *** ***’s financial responsibility.Our third-party collections agency, *** *** *** ***, can be reached at ###-###-#### should *** *** choose to satisfy his outstanding balance.Please feel free to contact me directly with any questions.Respectfully,Michele B.Loss Mitigation Support Specialist

June 8, 2016Dear *** ***:I have received the aforementioned complaint filed by *** *** and have reviewed her account in detail.Following said review, I have concluded that evidence justifying the damage charges assessed to her account are deficientAs such, I have processed a credit
totaling $to her account; this accounts for the damage charges assessed to her account at move outThe remaining balance is valid and represents utility chargesI have sent an updated statement and financial breakdown directly to *** *** via email.Our Internal Recovery department can accept payments free of charge and can be reached at ###-###-####.On behalf of AvalonBay, I would like to thank *** *** for her residency at Avalon Reston Landing, 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*** Loss Mitigation Support Specialist

January 12, 2016Dear *** ***:*** ***'s aforementioned complaint has been received and reviewed by both myself and MsErin S***, Community Manager of Avalon *** ***This complaint was also submitted by *** *** to various sites onlineAs a result, *** *** has also communicated with
MsElizabeth B*** from our Customer Experience Team. *** *** is correct that his move out charges were greater than the move out charges from his previous AvalonBay apartmentThe documentation we have on file indicates that the missing tiles in the kitchen were not an issue when *** *** moved into the apartmentAs such, this $charge is his responsibilityThe remaining charges of $and $were for prorated carpet replacement and our Clean Sweep program, respectivelyThe latter was a charge that *** *** authorized prior to the final inspectionIn total, *** *** was charged $in damage charges.Upon further review of the account, MsB*** confirmed that there were spots on the carpet in the living room at the time *** *** moved inAs a result of this finding, *** *** was refunded $61,of the total charged for the carpet replacementA check request was submitted last week and *** *** should expect that check within the next 7-business days.With regard to *** ***'s assertion that he was not made aware of the parking policy at Avalon *** ***, I have confirmed with MsS*** that all residents are informed of the parking program at move-in, especially those who are issued parking permits, as *** *** wasFurther, the vehicle policy is included as part of the community policies in their lease agreement, which *** *** signed on November 5, A copy has been included for your perusal.The three instances where *** ***'s cars were towed have been researched and deemed validThe first tow was due to an expired inspection stickerThe sticker had expired in December 2013; *** *** moved into the community in November A warning was placed on his vehicle on December 17, and the car was towed hours later on December 19, As outlined in the community vehicle policy, all vehicles must have valid and up to date license plates and inspection stickersA copy of the warning is also included for your review.The rental car that had been towed was most likely towed because it was not properly registered with the leasing office and/or did not display a resident parking permitThe final tow was performed on October 10, and was done because the vehicle was parked between two parking spotsA photo has been included as reference,On behalf of AvalonBay, I apologize for any inconvenience *** *** experienced while a resident of Avalon *** ***, and wish him the best of luck in his future endeavors,Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

January 20, 2016Dear *** ***:I have received *** ***’s complaint mentioned above, and have reviewed his account in detail in conjunction with MsAntonia K***, Community Manager, and MsMichelle S***, Senior Customer Service Manager, both of Avalon *** ***.***
***'s lease end date was April 11, 2015, however, his vacate date was April 18, 2015; this was the date when his keys were returned to MsS***He is correct that all rent payments were made on time (no later than the third of each month) with the exception of the final month of his tenancyAs evidenced in the attached financial breakdown, a rent payment was not made in April *** ***'s outstanding rent totals $and is broken down as follows:$for April 1-11, 2015$1,monthly rent days = $$daily rent daily fent x days = $610.50$for April 12-18, 2015$3,monthly rent at month-to-month rate days at St daily rent St daily rent x days = $793.80Additional unpaid charges total $and include a nominal monthly fee, utilities and damage receipts.An account statement was mailed to *** *** on or around May 5, outlining the balance dueOn May 18, 2015, one month after *** *** vacated the apartment, our internal collections team member Felicia Hcalled him to discuss his outstanding balanceIn explaining the balance, she advised that April's rent had not been paid, and that he ran the risk of his account being sent to our third party collection agency if the account went unpaid*** *** requested a copy of his final statement, which Felicia emailed him that evening at 5:00pm.On May 21, 2015, another associate in our internal collections team by the name of Marcella called *** *** to follow up on the email sent by Felicia two days prior*** *** did not understand why the balance was the amount that it was after Marcella provided a detailed explanation*** *** requested a financial breakdown be sent to him; Marcella advised that it would be sent within 7-business daysOn June 1, at 1:18pm, the financial breakdown was emailed to *** *** by Lisa Hof our Prior Resident department; a copy of which has been attachedOn June 4, around 11:20am Marcella called *** ***'s home phone to follow up on the email Lisa sent a few days priorSince no one was available, she left a voicemail message requesting a return call.These contacts with *** *** are contrary to his assertion that he never received any bills or statements from AvalonBay*** *** did not reach out to Marcella or anyone else at AvalonBay to discuss the information that had been sent to him, nor were there any payments madeThe account was sent to our third-party collections agency, Hunter W*** on June 8, *** *** can contact Hunter W*** directly at ###-###-#### to arrange payment.On behalf of AvalonBay, I would like to thank *** *** for his tenancy with Avalon *** ***,Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Support Specialist

[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: ***
I am rejecting this response because: I sent you the information that Jessica provided that stated that even if I do sign the lease it isn't applicable if a new insurance policy isn't providedI will continue to reject because I am not paying for the three months
Regards,
*** ***

I have received the aforementioned complaint filed by *** *** and have reviewed the account with MrDavowa M***, Community Manager of The ***.MrM*** conducted a meeting with *** *** on April 13, where they reviewed the expectations of both the community and *** *** in relation to the
upcoming preliminary and final inspectionsAt that meeting, the preliminary and final inspections were scheduled for May 31, and June 12, 2017, respectivelySince the keys were not turned in until June 13, 2017, one day after the *** ***’s lease end date, the final inspection had to be postponed until June 13, 2017.Although *** *** was rightfully charged rent for the additional day, MrM*** is willing to credit that rent as a customer service gestureI expect to have the refund check early next week, and will forward it to *** *** at the address listed on the complaint.On behalf of AvalonBay and MrM***, I would like to thank *** *** for his residency.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center

I have received the aforementioned complaint filed by *** *** and have reviewed his account with Susan O***, Community Manager of *** Stamford.MsO*** and *** *** met in the community office yesterday, November 15, to review *** ***’s accountThey agreed to mutually
acceptable terms that include *** *** paying a termination fee of months and $for the Clean Sweep programMsO*** agreed to reduce the 30-day notice period to days, affording *** *** a November 30, move out dateFinally, MsO*** and the maintenance team will perform a preliminary inspection and will provide *** *** with an estimate of move out charges.On behalf of AvalonBay and MsO***, I would like to thank *** *** for his residency and wish him the best in his future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center

I am in receipt of *** *** rejection of my response submitted on November 4, 2016.I have reached out to the community management team and discussed *** ***’ concerns with Krizia M***, former Sales and Service Supervisor at eaves RockvilleMsM*** would like to offer *** *** a credit of $765.68, which represents fifty percent (50%) of the carpet replacement charge of $1,*** *** new balance due is now $I have emailed a financial breakdown to *** *** directly for his personal review.Our Prior Resident department can be reached at *** to settle this revised balance.On behalf of AvalonBay, I would like to thank *** *** for his residency and wish he and his family a happy holiday season.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center *** *** *** *** *** *** *** ** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** * *** *** * *** ***

I am in receipt of *** **’s second rejection of my response to her original complaint dated September 12, Again, I have consulted with MsJennifer B***, Customer Service Supervisor at Avalon ***.Although MsB*** stands by the assessment of *** **’s carpet, she is willing to credit *** **’s account as a customer service gesture*** **’s account will be credited $1,533.09, which represents the full carpet replacement chargeA refund of $will be sent no later than Monday, October 31, along with an updated financial breakdown to the address provided by *** ** in her original complaint.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center *** *** *** *** *** Virginia Beach, VA *** Phone: ###-###-#### Email: [email protected]

[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 ***, and find that this resolution is satisfactory to me. However, I have attached the emails that were sent to Jillian the day after I signed the lease agreement which was discussed upon our arrival to provide the deposit to Avalon Burbank. I've also included the follow up email as wellI actually had my own water billed to me directly, but I am willing to pay the amount. Is it possible for this to be deducted from my deposit and the remainder be mailed to my forwarding address which is on file?
Regards,
*** ***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID *** and find that though this resolution is not satisfactory to me, I have no choice but to pay the absurd fines and move onI'm extremely disappointed in Avalon's handling of this matterI would never recommend any of their properties to anyone due to their inflexibility in this matter, a matter which I view to be entirely their faultI feel taken advantage of and suspect this how they treat all their tenants
*** ***

I recently bought a leftover Mazda and told in financing that they were giving a month maintenance contract on the leftover Mazda's, but that they were able to get me monthsIt wasn't until I went to get the 1st oil change that I found, buried in the paperwork, a charge of $1,for the maintenance contract, which basically
Amounts to conventional oil changes, no tire rotations, at $eachSo, I paid $1,for $worth of oil changesI contacted Preston Mazda and they are in the process of refunding the money to the finance companyI can't imagine how many others have been charged for the same service

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dea* *** ***:I have received and reviewed the aforementioned complaint filed by *** *** regarding his final balance following his tenancy at *** *** ***.The delay in receiving *** ***’s final statement was due to the fact that we were not provided with a forwarding address before,
or shortly after, *** *** moved outBecause of this, his final account statement was sent to his most recent address, which was his *** *** *** addressFrom that point the postal service would forward it via their regular process.With regard to *** ***’s balance I can also confirm that it is validI have emailed *** *** his final statement, Itemized Apartment Receipt, and financial breakdown separately for his reviewAll of the charges listed on the final statement are outlined in the financial breakdownHe is welcome to reach out to me directly with any questions.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center *** *** *** *** *** *** *** ** *** Phone: *** Email: *** *** *** *** *** *** *** ** *** * *** *** * *** ***

The aforementioned complaint filed by Ms*** has been reviewed by myself and MsMonica S***, Community Manager of Avalon Potomac Yard.AvalonBay acquired Avalon Potomac Yard in mid-February Ms*** began her residency in April under the former ownersMs*** is correct that
sometime in the April/May timeframe, a recycling receptacle was placed near her doorHowever, there is no indication that Ms*** raised this as a concern until September It was at this time that discussions began regarding lease renewalAfter the leasing office staff learned of Ms***’s concerns, she was offered a lease renewal amount that included a reduction of $per month from her current rent amountFurther, two additional courtesies were afforded to Ms***First, the 60-day requirement when providing notice to vacate was waived to ensure she did not incur a month-to-month feeAdditionally, she was given a $customer service credit to cover her Clean Sweep charge following her move outTo address Ms***’s concern regarding the current resident’s monthly rent amount, it is important to note that rent amounts are based on market value at the time the rental term commencesThe market dictates the monthly rent, not AvalonBayAfter thoughtful and thorough consideration and review of Ms***’s account, we are respectfully declining the demand for payment in the amount of $

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** **

I have received the aforementioned complaint filed by *** *** and have reviewed her account accordingly.The “hidden fees” *** *** mentions in her complaint are not actually hidden, nor are they feesSection of the lease agreement *** *** signed on July 18, document the
responsibility each resident has when choosing to vacate their apartment prior to their lease end date*** ***’s lease agreement term was August 17, through August 16, The fact that she vacated the apartment on August 10, 2017, six (6) days prior to her lease end date, does not preclude her from being responsible for the rent for August 11-16, It is incumbent upon the resident to read their lease agreement thoroughly during the signing processAdditionally, a final statement of the account was emailed and mailed to *** *** on September 7, 2017.On behalf of AvalonBay, I would like to extend an apology to *** *** for any inconvenience she encountered during her residency, and wish her well in her future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center

September 24, 2015Dear *** ***:I am in receipt of the aforementioned complaint from *** ***I have researched his complaint thoroughly with Jason T***, Customer Service Supervisor at eaves *** San Diego.I would first like to address the logistics of the utilities themselvesThe
electric utility in *** ***s community is based on actual usage and provided by *** *** *** * ***The electric meters are read digitally and said readings are sent automatically to the utility provider who then bills the residentsThe water utility is billed based on the number of occupants in the apartmentAs *** *** specifically referenced *** *** *** * ***, my assumption is that the issue lies with the electric utilityUnfortunately, there is no way to accurately estimate the amount of monthly electric utility as it is based on usage, and usage varies among residents of the same community, as well as residents within the same apartment.MrT*** offered *** *** two (2) options as a way to address *** ***'s concernsThe first was the opportunity to vacate the apartment with 60-day notice and no termination fee; the second was a $customer service account creditThe account credit was offered as a customer service gesture since the *** are new to the State and community*** *** accepted said credit and it was applied to his account on September 9, A second credit of $has been offered to *** *** with the condition that he provide his *** *** *** * *** account number to the leasing office as verification that he has, in fact, established an account in his nameThis is a requirement of the lease agreement he signed on May 21, As of today, the leasing office has not received *** ***'s information,Attached please find the redacted lease summary page and portion of the lease pertaining to the payment of utilities is attached for your convenient review.Please feel free to contact me directly with any questions.Yours truly,Michele B***Loss Mitigation Specialist