Hollywood Cleaners

March 31, 2016Dear *** ***:The aforementioned complaint filed by *** *** has been reviewed by myself and MrTrussie R***, Resident Recovery Manager here in the Customer Care Center.MrR*** spoke with *** *** and her roommate *** *** *** about their account within the last week
During his conversation with *** *** on March 29, 2016, MrR*** shared that the $parking charge was inadvertently charged twice, but was offset with two account credits for $eachIt is correct that both of the charges and credits were accounting line items subsequently not due from, or to, *** *** and *** ***Ultimately, the end result is a zero balance for parking charges.After his call with *** ***, MrR*** called her back to advise her that he had decided, as a customer service gesture, to offer *** *** and *** *** a $credit above and beyond the credits that have already been applied to their accountMrR*** left a voicemail message requesting a return call to discuss, but did not hear back from *** ***.*** *** and *** *** should expect the credit to be applied to their account within the next 10-business daysAt that time, a statement will be mailed to them confirming that the balance has been paid in full.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Support Specialist

I have received the aforementioned complaint filed by *** *** and have reviewed her account with Tyler V***, Senior Community Manager and Erik G***, Maintenance Supervisor of Avalon *** ***.MrG*** confirmed that *** *** experienced three (3) separate leaks in her apartment since
January 29, The first was reported on January 29, and completed on February 4, 2017; the second was reported on March 18, and completed on March 23, 2017; and the final leak was reported on April 14, MrG***’s team is currently working on the issue and has scheduled repairs with the residentThere does not appear to be $5,-$15,worth of damage from any or all of the incidents.It is important to note that all residents are required to maintain a valid renter’s insurance policy for coverage of personal itemsMrV*** has indicated that he would be willing to reimburse *** *** the deductible of her renter’s insurance if she did, in fact, incur loss to her personal property and filed said loss with her insuranceMrV*** would also be happy to relocate *** *** to another unit and invites *** *** to visit him in the leasing office to discuss this option.Finally, all landlords, including Avalon *** ***, are required to immediately investigate issues such as water leaks, and are not obligated to give notice of entryFailure to do so could result in the community being found negligent in the state of California.On behalf of AvalonBay, I would like to thank *** *** for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center Sabre Street, Suite 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 meGiven the lack of transparency and poor communication of your process we still expect a full refund of our application fee ($100) and hope that in the future you make things clearer to future applicantsPlease make the check payable to *** *** and send to *** *** *** #*** Arlington VA ***. Regards,
*** ***

The aforementioned complaint filed by *** ** has been reviewed by myself and MsKelly G***, Senior Community Manager of Avalon at Traville.MsG*** has confirmed that *** **’s financial end date is August 31, As such, *** **’s account has been updated accordingly and her outstanding
balance now consists of final utility chargesAn updated statement has been sent to her directly via email. On behalf of MsG*** and AvalonBay, I would like to extend my apologies to *** ** for any inconvenience this situation has causedWe wish her and her family the best in their future endeavors. Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center Sabre Street, Suite Virginia Beach, VA Phone: ###-###-#### Email: [email protected] Street, Suite 100, Virginia Beach, VA / Tel ###-###-#### / Fax ###-###-####

January 15, 2016Dear *** ***:*** ***'s aforementioned complaint has been received and reviewed by myself, MsSofia T***, Sales and Service Supervisor of Avalon at *** ***, and MsElizabeth B*** of our Customer Experience Team.As evidenced by the attached partial applications, *** ***
completed an online application for residency at Avalon at *** *** at 3:37pm on November 13, *** *** paid a $application fee on that date as wellHer application was subsequently approved, and shortly thereafter, she paid the initial fees onsite, which totaled $575.00, with a personal check.Also on November 13, 2015, at 5:02pm, *** *** completed an application online for residency at Avalon RoselandEach of our properties have individual application fees and financial qualification standardsAs a newer community, Avalon Roseland's financial standards are more stringent than those of Avalon at *** *** *** was unable to qualify as a single applicant and MsT*** therefore discussed the guarantor application process, including the application fees associated with the guarantor's application, during a phone conversation with *** *** on November 13, Directly following their phone call, MsT*** emailed an application form to *** *** for completion by *** ***'s guarantorApplication fees are assessed to all residents considered rent responsible; this includes guarantorsRent responsible individuals include all residents age and over, unless they can be claimed as a dependent by one of the other applicantsAs such, *** *** and her guarantor were each charged $for application fees, for a total of $200.00.MsT*** was working with both communities at the time that *** *** applied for residency with AvalonBay, MsT*** refunded *** *** the initial $application fee that she paid as part of the application process for Avalon at *** *** on November 17, As a customer service gesture, MsT*** did not charge *** *** the reservation fee that *** *** incurred for having the apartment held off the market.Also on November 17, 2015, *** *** advised MsT*** that she would not be renting at either AvalonBay community since she was pursuing a home purchaseShortly thereafter, the $check for the initial fees at Avalon at *** *** was returned due to a stop payment being placed on itSubsequently, a $returned check fee was applied to the account and was withheld from the refund of the $application fee that *** *** recently received.While researching *** ***'s online complaint, MsB*** learned that the application fees for Avalon Roseland were inadvertently charged incorrectlyThe community was in the process of increasing their application fees from $to $per applicant, Because *** *** had begun the application process during that transition, she and her guarantor should have been charged $75,each instead of $each; a difference of $As such, MsB*** processed a credit of $to *** ***'s Avalon Roseland accountThis credit decreased the balance due from $to $which is the equivalent of one application feeMsB*** apologized for this during a conversation with *** *** during the week of January 4, I, too, would like to offer my apologies for the oversight.An updated account statement for *** ***'s Avalon Roseland account has been attached*** *** can reach our Customer Care Center at ###-###-#### to care for the outstanding balanceI have confirmed that *** ***'s account has been removed from our third-party collections agency, Fair Credit and Outsourcing, and was never forwarded to any of the credit reporting bureaus.To summarize, *** *** was refunded the $application fee at Avalon at *** *** and was not charged a reservation fee for having the apartment held off the marketTwo application fees were charged at Avalon Roseland which totaled $200,00; one for *** *** and the other for her guarantorA $credit was given due to an incorrect amount being charged initially ($versus $150.00), and a $payment was made for *** *** application fee at Avalon RoselandThe outstanding application fee balance of $for Avalon Roseland is valid as it represents the application fee for *** ***'s guarantor at Avalon RoselandFinancial breakdowns for each of the accounts have been attached for *** ***'s convenient review.On behalf of AvalonBay, I apologize for any inconvenience *** *** experienced in the application process, and wish her the best of luck with her new home.Please feel free to contact me directly with any questions.Yours truly,Michele B

I have received the aforementioned complaint filed by *** *** and have reviewed her account with Brian G***, General Manager, and Peter A***, Community Manager of Avalon Dunn Loring.*** *** provided two potential move-out dates on her Notice to Vacate dated October 2, She advised that the
first date, November 11, would be effective if she were transferring to Avalon Tysons Corner, another AvalonBay communityThe second date that was provided was December 3, MrA*** asked *** *** to please provide a definitive date, and *** *** was adamant that she would be transferring to the other Avalon propertyAfter some time MrA*** reached back out to *** *** who informed him that she would not be transferring to Avalon Tysons Corner after allAt that time MrA*** reviewed the lease break policy and associated feesSection of *** ***’s lease agreement states, in part, “Your move-out notice will not release you from liability for the full term of the Lease Contract or renewal termYou will still be liable for the entire lease term if you move out early..” The lease break policy and associated fees were not shared prior to this discussion because *** *** was resolute that she would be transferring, so a lease break fee would not have been applicableIt was only when *** *** decided not to transfer that the lease break fee became an issue and was discussedFollowing subsequent emails, MrA*** agreed to waive the lease break fee.On October 30, 2017, MrG*** reached out to *** *** via emailHe assisted her in accessing her account via our online system and advised her of her prorated rent amount since she is scheduled to move out on November 11, He also reiterated that MrA*** had agreed to waive the lease break fee and commented on how atypical it is to waive that fee.On behalf of MrA*** and MrG***, I would like to thank *** *** for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist AvalonBay Customer Care Center Sabre Street, Suite Virginia Beach, VA Phone: ###-###-#### Email: [email protected]

April 14, 2016Sent Via Revdex.com Online Complaint System*** *** *** Revdex.com of Metro Washington, D.Cand Eastern Pennsylvania K Street NW, 10th Floor Washington, D.C20005RE: *** ***Complaint ID #***Dear *** ***:*** ***’s rejection of my reply dated April 8, has been reviewed.I apologize for the confusion caused by the remaining balance on *** ***’s accountThe assertion that she was expected to pay an additional $for parking is incorrect as all parking charges incurred on March 1, were offset by credits on March 1, The remaining $balance was for unpaid damage chargesAfter an additional payment of $was received from *** *** and applied to her account, the balance due became $A customer service credit of $was applied to the account to bring the balance to zero.A financial breakdown for February and March 2016, as well as an updated statement, has been emailed to *** *** at the email address associated with her AvalonBay accountBoth documents reflect a zero balance.On behalf of AvalonBay and *** *** ***, I would like to thank *** *** and *** *** for their tenancy at *** *** *** and wish them the best of luck in their future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B Loss Mitigation Support Specialist AvalonBay Customer Care Center Sabre Street, Suite Virginia Beach, VA Phone: ###-###-#### Email: [email protected] Street, Suite 100, Virginia Beach, VA / Tel ###-###-#### / Fax ###-###-####

*** **’s aforementioned complaint has been received and reviewed by both myself and MsJennifer E***, General Manager of Avalon Silicon Valley.As is sometimes the case with roommates, *** ** may not have been kept in the loop on the actions taken to facilitate the repairMsE*** has shared
a timeline of the events associated with the leak and subsequent repairOn January 17th, one of *** **’s roommates generated a maintenance request regarding the water leakOn January 19th, maintenance addressed the concern by removing the wet padding and placing a fan in the vacant bedroom to help dry the affected areaThe maintenance team also sealed the exterior wall of the apartment to prevent additional water absorption, and also cleared the drain to the neighboring apartment.Between January 20th and 25th, the maintenance team completed a couple of apartment inspections to assess the area as it needed to be dry in order for the repair to take placeThe fan ran consistently during this time, and was removed on January 26thThe repair to the interior of the apartment was completed on January 27thIn response to one of the resident’s concerns about the cleanliness of the carpet, maintenance inspected the unit on January 29thThe following day, the carpet was cleaned by an outside vendor and touch up paint was applied to the baseboards, thus concluding the repairs.As a customer service gesture, MsE*** has applied a $credit to the account for the inconvenience this has caused, as well as any overage on their electricity bill.On behalf of the community and AvalonBay, I would like to apologize for *** ** for the inconvenience caused by the maintenance issue Please feel free to contact me directly with any questions.Please see the attached response to *** **'s complaint.Feel free to contact me with any questions.Thanks,~Michele

[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 as Answered]
Complaint: ***
I am rejecting this response because: While *** *** is correct that the leasing office did tell me they saw no reason that they would withhold approval and offer a note confirming this, they also said that such a note would not be binding in any way, shape, or form and that the lease agreement would prevail over any assurances, written or otherwise, provided by the leasing office. The only way to get the requested assurance that this would not be an option would be through a change to the actual lease document, hence my decision. Further, had this information been communicated at the time of application, I would not have applied. Instead, MsB*** and MsZ*** (representatives of the complex) stated that the lease agreement could be terminated at any time for any reason provided the requirements of notice and lease break fee were met. At no point was there any discussion of the stipulation of needing the leasing office's approval.I do not dispute that the documents referenced were signed however they were signed under a fraudulent inducement, hence my complaint. Nowhere in MsB***' response does she acknowledge that the statements and note offered by the leasing office were not binding and again, regardless of this, had accurate information been provided at time of application on July 24, 2017, the application would not have been completed. Therefore, I once again request a complete refund of the amount referenced in MsB***' note of $
Regards,
*** ***

September 24, 2015Dear *** ***:I have received *** ***’s rejection of my initial reply.In an effort to afford *** *** privacy regarding her account, I have reached out directly to her via emailI would be happy to share the email I have sent to her as confirmation that I have cared for her request via direct email to youPlease advise if you would like me to provide you with a copy of said email.As always, please feel free to contact me directly with any questions.Yours truly,Thank you,Michele B***Loss Mitigation 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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
That's not what happenedThe living room carpet was the high traffic area in our apartmentMaintenance noticed it, told us that since we lived there for almost three years (with children) they would change the carpet anywayThere were no hidden stains anywhereThe phrase good will gesture is not applicable here- it's called keeping your wordNonetheless, we will consider this matter closed when we physically receive the check for $160, not before
*** ***

I have received the credit for approximately $and considered the matter resolved

The aforementioned complaint filed by *** *** has been reviewed by myself and MsDabrena S***, Community Manager of Avalon Burbank.*** *** signed a two-month lease agreement on June 17, which listed himself and his children as the only occupantsThe tenancy dates listed on the
lease are June 20, through August 19, As stated in section 6.cof *** *** lease agreement, Avalon Burbank requires resident’s to provide written notice days prior to the lease end date of their intention to not renew the leaseContrary to *** *** assertion that he provided written notice, I have confirmed with the leasing office that no such notice was never received.The conversations *** *** references in his letter that occurred between his wife and the leasing office have no bearing because she was not listed as a resident on the lease agreementBecause of that, nor the leasing office or our Customer Care Center (CCC) would be able speak with her about the account. On August 1, *** *** reached out via email to Jillian, Community Consultant at Avalon Burbank regarding a question with his August rent dueThe rent due amount reflected the full rent for August as opposed to a pro-rated amount for August 1-19, This was due to the fact that written notice was not received from *** *** to advise of his intent to vacate at the end of the lease agreementJillian shared this information with *** ***, as did the customer service associate from the CCC who spoke with him later that day. As a customer service gesture, the leasing office has agreed to charge *** *** only up until the lease end date of August 19, His current balance of $represents outstanding utility chargesA financial breakdown has been attached for your review*** *** can reach out to our Resident Recovery department at ###-###-#### to pay the balance in full. *** *** *** *** ***, Virginia Beach, VA *** / Tel ###-###-#### / Fax ###-###-#### On behalf of Avalon Burbank, I wish *** *** and his family the best of luck in their future endeavors. Please feel free to contact me directly with any questions.Yours truly,Michele B*** Loss Mitigation Support Specialist

The aforementioned complaint filed by *** *** has been reviewed by myself and MrTeddy L***, Team Manager of the Internal Collections team here at the AvalonBay Customer Care Center.*** ***’s statement was dated and mailed on January 6, and was due on January 21, It is customary
that our Internal Collections team will provide courtesy calls regarding outstanding balances to recently vacated residentsThe calls are simply a reminder and afford the prior residents the opportunity to make their payment free of any fees prior to the due date.In response to *** ***’s request to be contacted by AvalonBay, MrL*** has reached out to her via phone three (3) times since we received her complaintThe dates and times are as follows: Thursday, January 19, at 4:23pm; Monday, January 23, at 6:15pm; and Wednesday, January 25, at 3:23pmAll times are Eastern.As always, *** *** is welcome to reach out to us directly at ###-###-#### should she have any questions or wish to settle her balance.On behalf of MrL*** and AvalonBay, I would like to thank *** *** for her tenancy and wish her the best of luck in her new home.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]

I have reviewed the aforementioned complaint filed by *** ** regarding the damage charges she incurred following her residency at Avalon ***.As evidenced in the attached photographs, the damage to the carpet in *** **’s apartment was extensiveBecause the primary cause was due to her pet cat,
the padding also had to be replaced.MsJennifer B***, Customer Service Supervisor at Avalon ***, performed the initial inspection referenced by *** ** in her complaintOn the attached Initial Estimated Move-Out Charges worksheet, MsB*** notated that there would be “no carpet charges unless found at m/o” (m/o is an abbreviation for ‘move-out’)As evidenced by the title of the document, charges listed here are estimatesIt isn’t until an apartment is empty can damages be fully assessed, if applicableThis was the case with *** **’s apartmentWith regard to the cleaning service *** ** says she purchased, that service would have had to have been completed prior to *** ** turning in the keys to the apartment, not afterGiven the amount of damage, the carpet would have had to be replaced nonetheless.Regarding *** **’s assertion that AvalonBay did not attempt to “resolve the issue” with her directly, I can confirm that our Customer Care Center reached out to *** ** on at least five (5) separate dates via email and/or phone to discuss her account and provide requested photographs and documentsThe dates include November and 20, 2015; December and 11, 2015; and January 4, Following *** **’s initial damage dispute, the appropriate department here at the Customer Care Center researched the account and associated chargesThe charges were deemed valid, therefore there was nothing to be resolved other than the outstanding balance.*** *** *** *** ***, Virginia Beach, VA *** / Tel ###-###-#### / Fax ###-###-####

Hi ***,*** ***’s aforementioned complaint has been received and reviewed by both myself and Dionnedrea of our utility team.I am happy to report that Dionnedrea confirmed with *** *** yesterday afternoon via email that the documentation he had previously provided warranted a credit to his
accountAs such, his AvalonBay account was credited a total of $effective yesterday, February 18, 2016.On behalf of AvalonBay, I would like to apologize to *** *** for the inconvenience this has causedI would also like to thank him for his residency at *** *** ***.Please feel free to contact me directly with any questions.Yours truly,Please let me know if you have any questions. Thank you!~Michele

I have reviewed the aforementioned complaint filed by *** *** regarding the carpet replacement charge and offer the following information.*** *** account has been reviewed in its entirety, including the move out photos and documentation pertaining to his move out and previous carpet
replacementAccording to the documentation and photos completed after *** *** and his family vacated the apartment, the carpet needed to be replaced in the living and dining rooms and two of the bedrooms due to staining that could not have been removed by having the carpet shampooedUnfortunately, when the need for replacement is that extensive, it is necessary to replace all of the carpet in the apartment homeThis is to ensure that all of the carpet is a perfect match as it is often from different dye lotsThe photos taken during the move out inspection are provided as a courtesy and are not a requirement of the inspection.With regard to the age of the carpet at the time of *** *** move in, I have attached the invoice documenting that the carpet had been replaced on July 21, 2015, less than one week prior to *** *** move in date.*** *** can reach our Prior Resident department at 8*** to settle his outstanding balance.On behalf of eaves Rockville, I would like to thank *** *** for his tenancy and wish him the best in his future endeavors. Thanks,Michele

I have reviewed Ms***'s aforementioned complaint regarding the return of her security deposit following her tenancy at eaves Lawrenceville.Ms*** is correct that her lease agreement ended on April 3, However, as stipulated in her lease agreement, rent is due on the first of each
month for that specific month (i.erent paid in March is for the month of March only)Per the terms of her lease agreement, specifically section 11, her rent for April was due on April 1, and was prorated for the month of April, meaning she was only charged for those first three days of the month since her lease agreement, which ended on April 3, 2016, was not renewed and she vacated the apartment, Conversely, Ms***'s first month rent in April was also prorated since she did not move in until the 4" of the month, and covered only the rent due in the month of April A copy of section of the lease agreement has been attached for your convenient review.Ms***'s assertion that there is no date AvalonBay would let a resident move out without charging either early termination rent or prorated rent implies that residents should be granted the opportunity to break their lease agreement without consequences, and/or live rent free during the last month of their leaseThis is both impractical and unfairThe lease agreement Ms*** signed with AvalonBay reflects standard billing practices utilized throughout the industry.While reviewing Ms***'s account, I noticed a $error in Ms***'s favor on the refund that was sent to herI have prepared a financial breakdown with recent entries, including the erroneous $credit for trash collections on April 3, 2016, which I have italicizedSince Ms*** was not charged for a full month of trash collection (only the portion due for April 1-3, 2016, which amounts to $1.50), the $credit was unnecessaryThis makes the correct amount of her refund S607.37. Further, the breakdown also includes confirmation that the $parking rent charge that was on her final statement was effectively a line item that zeroed out with a credit of equal valueThe correct

[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,
*** ***

June 9, 2015Dear *** ***:I am in receipt of the aforementioned complaint from *** ***I have researched her complaint thoroughly with the leasing office staff at AVA Burbank.*** *** visited the leasing office at AVA Burbank on February 27, and completed an application for an apartment
during that visit*** *** was advised of the terms of the lease application at that time, including the reservation fee*** *** was approved that day with a move in date of March 4, An email confirming the move in date was sent to *** *** by the Community Consultant Javon B*** on February 28, at 4:51pm.According to Monique A***, Sales Manager at AVA Burbank, *** *** loved the community and the apartment she was going to rentShe visited the community and that particular apartment multiple times to take measurements and her requests for access were honoredDuring her last visit to take measurements, she insisted that the leasing office staff assist herAlthough they were unable to during that visit because the leasing agents were assisting other potential and current residents, MsA*** offered to schedule time with *** *** to ensure they would be able to accommodate her request*** *** refused the offer and abruptly left the leasing office.*** *** had also requested that her move in date be pushed back a few days, which the staff was able to accommodateShe then asked for the date to be moved back a week or soAlthough unable to accommodate that request, MsA*** did offer to show *** *** another unit that was available in the revised timeline she requested*** *** refused that request.On March 3, 2015, *** *** sent *** *** an email advising that she was unable to sign the lease and asked that he resend the link to herThe lease was resent shortly thereafter and calls were made to *** ***, but return calls and emails were not received by our leasing office staf* *** sent *** *** an email on March 6, reiterating that the application would be cancelled and she would be charged a reservation feeAgain, we received no communication from *** ***The leasing office staff continued to reach out to *** *** via phone and email to no availMsA*** sent *** *** a detailed email on March 9, to include the official notice of cancellation as well as the reservation charge amount.The leasing office staff did not hear from *** *** again until May 19, when she visited the office to report that collections activity had been taken against herAs with all of her visits, *** ***’s concerns were taken seriously and handled professionally by the AVA Burbank staffMsA*** went above and beyond and provided her with access to the phone in the leasing office so that *** *** could contact our Customer Care Center.With regard to the water heater, we offer two sizes of studio apartments at AVA BurbankAll of the larger units have a small exposed water heater in the walk in closetThe unit that *** *** was interested in does not have a visible water heater.The staff of AVA Burbank did everything in their power to accommodate *** ***’s requestsUnfortunately, they were unable to satisfy her*** *** was made aware of the reservation fee when she signed the lease application as well as numerous times thereafter.On behalf of AvalonBay, I hope that *** *** was able to find an apartment home she is happy in.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Specialist