Hollywood Cleaners

I’ve reviewed the rejection of my reply to *** ***’s original complaint to the Revdex.com (Revdex.com) wit* *** *** *** *** *** *** ** *** *** ***
*** *** reiterated that the leasing office voicemail messages are cleared daily and that no voicemails have been received from *** ***Further, no email messages have been receivedBoth *** *** *** *** *** ** *** *** *** *** *** *** *** made themselves available to *** ***, and he has not reached out to either of them via phone, email, or in personHe also has not reached out to the on-site security team to report his concerns.I have asked *** *** to reach out to *** *** directly instead of waiting for *** *** to contact himI am hopeful that they will be able connect and *** *** will be able to assist and reassure *** ***.While we appreciate *** *** reaching out to the Revdex.com, he should be contacting his on-site management and/or security team to request their assistance with his concernsThey are best equipped to assist *** *** real-time.Please feel free to contact me directly with any questions.Yours truly,Michele B*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ***
*** *** *** *** *** *** *** ** *** * *** *** * *** ***

[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,
*** ***

Check Message tab.I am in receipt of the aforementioned complaint from *** *** and have researched her account thoroughly.On April 10, 2015, we posted a payment check for $to *** *** accountOn April 16, the check was returned by *** *** bank due to non-sufficient funds (NSF)
A $NSF fee was subsequently added to *** *** accountThe NSF fee was charged based on the notification provided by *** *** issuing bank that the check was not processed successfully.At that time one of our customer service associates encouraged *** *** to reach out to her bank for reimbursement of the $NSF fee charged to her AvalonBay account*** *** provided a letter from her bank on April 22, stating that the NSF was an error as there were funds in the account to cover the check.A $credit was applied to *** *** account on May 8, 2015.Our apologies for any inconvenience this situation caused *** ***.Please feel free to contact me directly with any questions.Sincerely,Michele B*** Loss Mitigation Specialist II AvalonBay Customer Care Center *** *** *** *** *** *** *** ** *** Phone: ###-###-#### Email: *** ** *** *** *** *** *** *** *** ** *** / Tel ###-###-#### / Fax ###-###-####

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:
After correctly providing them with my account information, they provided no indication that my payments had been rejected after sending me confirmations emails of their acceptance They then threatened to turn it over to collections without informing me my payments were rejected and not providing me a chance to resubmit Furthermore, as insignificant as this may be, they referred to me as *** *** *n their response to the Revdex.com-that is not my last name Oversights like this keep happening They are careless and unqualified to run a business and their actions reflect as much.
***
*** ***

I am in receipt of *** ***’s rejection of my previous response dated January 12, and have consulted with MsErin S***, Community Manager of Avalon *** ***.As a customer service gesture to thank *** *** for his years oftenancy with AvalonBay, MsS*** would like to offer *** *** a refund of $for the cost incurred to replace the kitchen floor tileThis is in addition to the $account credit and $refund that *** *** was previously affordedUpon *** ***’s acceptance of this offer by signature on the enclosed Mutual Release no later than Friday, February 5, 2016, I will expedite the processing and delivery of the refund to his current address.In response to *** ***’s assertion that the claim that a warning sticker was placed on his *** on December 17, was a lie, I have attached four (4) photos provided by the towing company that clearly show the warning sticker on the carThe copy I sent with my response on January 12, was the towing company’s record and not the actual warning sticker; my apologies for any confusionI ask that *** *** review the community vehicle policy that was included as part of the lease agreement he signed on November 5, The policy clearly states that “vehicles with expired tags will not be permitted to remain on the Premises.”With regard to the *** being towed because it was parked between two parking spots, I must remind *** *** that parking within the lines of one parking space is a basic rule of operating a motor vehicleRegardless of how empty the parking may have been, parking in that manner violates the community parking policy,Please feel free to contact me directly with any questionsThank you,Michele

April 11, 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 *** ***:The aforementioned complaint filed by *** *** has
been reviewed by myself and MsBritney B***, Community Manager of Avalon *** ***.The community staff take all complaints seriously, especially those regarding smoking and securityWith the exception of a nearby apartment, the smoking complaints have not been specific to a particular apartmentWithout that specificity, the staff cannot effectively enforce the no-smoking policyThe apartment of the neighbor in question has been inspected twice, and both inspections yielded no evidence of smokeAfter *** *** complained about the smell of marijuana in the garage, a member of the community staff walked the entire four-story parking garageAlthough no evidence of smoke has been found during any of the investigations, the community staff has advised *** *** that they will investigate the smell of marijuana immediately when it’s reported during their office hoursThe police should be called with any complaints after hours so it can be addressed immediately.As mentioned earlier, security is of the utmost importance in our communitiesAn often overlooked area of security is the vigilance of the community residents*** *** is a wonderful example of a resident taking care of her community and her commitment is very much appreciatedHowever, it is not possible in a mid-rise community such as Avalon *** *** to ensure that only residents and guests get on-siteThe security measures in place include a security camera at the entrance to the garage and assigned key fobs.Unfortunately, the garage door has been hit twice within the last two years, forcing it to remain openRecently, maintenance issues have forced the door to remain open while the community staff waits for parts to be delivered and the necessary repair to be completedThe residents have been provided updates by the community staff as neededWhile the garage door awaits repair, it must remain in the open position to ensure that the vehicles within the garage are able to leaveDuring this time, *** *** is correct in that the Arlington police has been asked to increase its patrol of the area.*** *** *** *** *** Virginia Beach, VA *** / Tel (*** / Fax *** *** *** Complaint #*** Page Two*** ***’s complaint also addressed cleanliness in and around the communityMsB*** shared that their cleaning crew is on-site six (6) days per week, excluding SundaysThe crew checks the entire community and picks up litter, dog feces and anything else deemed unbecoming on the community groundsPerhaps *** *** spotted litter over the weekend or when the cleaning crew was not on-site.Dog waste is deemed unsightly universallyThe community has had issues with a resident allowing their dog to urinate at the bottom of a stairwell, just inside a door to the outsideThey have asked residents in that building for assistance, scrubbed the walls and floor with substances to deter the dog from eliminating there, and have tried to catch the dog in the act; all to no availThe community takes this issue seriously and is doing everything in their power to eliminate this behaviorApologies to *** *** and the residents of that building for having to endure that situation.As MsB*** has shared with *** *** on numerous occasions, she is welcome to share her concerns with the community staffThey are committed to working with their residents to find solutionsWe appreciate *** ***’s tenancy at Avalon *** ***, and thank her for her continued commitment to the improvement of our community.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 ###-###-####

[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,
*** ***

[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:We have been consistent in our correspondencesSpecifically, we have conceded, and the supporting pictures are clear, that we are responsible for the stains in an area of the living room, and the master bedroom.We will gladly pay for the damages to these carpetsAs requested in every other communication on the record, we need a proper, detailed, accounting of the carpet price, the size of the room etcHowever, we reject the assertion that we are responsible for any other further damage, to any other carpeting through the house, beyond ordinary wear and tearFurthermore, we would like to clarify the record and state that there is no "dining room" with carpetingThe dining room is a tiled area in the same room with the kitchenIn addition, there is no misunderstandingMoreover, in every correspondence to this company, since they first sent us a message on August 2, 2016, has been that we are not liable for damages that we did not causeYet, in no previous message did they ever suggest that ALL the carpets were in fact damagedThey are on the record as stating that it is merely their policy to replace all the carpeting if there is damage to any of the carpetingThis language is the source of the disagreement because if one takes the consequence of their "policy" to its logical conclusion, then one could cause small damage to a small area of carpet and be disproportionately liable for cost to replace the entire carpet fixture.Thus, this last message from Avalon Eaves is the first communication on the record to attempt to suggest that ALL the carpeting was damaged and needed to be replacedTo be clear, this fact, or omission, is probative of this matterConsequently, the lack of any previous suggestion that all the carpets were damaged supports our assertion, and concessionTo state succinctly or position, consistent with all other previous statements,, we accept responsibility for the damages as reflected in the photograph evidence and emphatically reject any notion of being responsible for any further damages to any other of the carpeting fixtures.In conclusion, we would like to resolve this matter as soon as possible and fairlyAs previously stated, attempting to hold us liable for the entire carpet fixture is offensive to Maryland Landlord-Tenant law, it is inconsistent with the lease agreement, and contrary to public policy
Regards,
*** ***

I have received the aforementioned complaint filed by *** *** and have reviewed her account with *** *** *** *** *** *** ** *** *** ***The charges assessed to *** *** account are for basic apartment cleaning and carpet cleaning, as well as a pro-rated
painting chargeAs explained in sections and of *** *** lease agreement, the apartment is to be returned to the condition it was in when the residents moved inThe attached Move In-Move Out checklist, which *** *** signed, indicated that the apartment and carpet needed cleaning in addition to paintingThe apartment had been professionally cleaned prior to *** *** moving inThis included cleaning the blinds, moving the appliances (refrigerator/freezer, washer/dryer, dishwasher, etc) to clean under those, cleaning all screens and windows, cabinets, etcThe apartment had not been cleaned to the extent it needed to be, therefore, all charges are deemed valid.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*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ***
*** *** *** *** ***

[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: ***
MsB*** and MsS***,I understand your effort to ensure the business you represent does not incur any expenses by refusing compensation I wanted to correct your letter belowIn fact, I went in to the management office and complained at the beginning of summer (June) Since the manager was not there, perhaps the communication was not logged When I went in yet again to speak to the manager, he was out yet again I believe he was running a marathon that weekend At the time, I was informed that since my first complaint, the manager had the custodial staff to empty the bins more regularly which improved the situationbut did not resolve it which is why I went back a second time in July.In response to the rental rate, the new tenants should have received the same rate I was offered at the time They rented it during the same time I was considering renting it Also, just in case the impact of this negligence has been minimized, I've attached actual pictures for your reference After viewing the pictures, if you and your company's stance is the same, I will surmise that Avalon Bay is an irreputable company that does not seek to build relationships, nurture care of its residents, or contribute to the overall atmosphere of its residential community At my request, family, friends, and other tenants have not posted their pictures on any social media outlet Hopefully, we can resolve this matter without the necessity of media If not, I have no other recourse other than to enlist the support of our local television media as well as allowing my family and friends to post their own personal pictures as they had initially planned to do.I've attached pictures so you can see what I faced each day, this is atrocious My family and friends have many more pictures We are more than happy to forward them to you if you'd like to see them.In my experience, *** was much better with customer service and attentiveness to residents It is my hope and that of my family and friends that your actions can provide me the same attentiveness and assurance *** provided.I appreciate your attention to this matter.Thanks,***' W***

*** ***’s aforementioned complaint has been received and reviewed by both myself and James S***, General Manager of *** *** ***.MrS*** confirmed receipt of the work orders *** *** referenced in his complaint, and advised that the issue is with the water heater in the laundry room near
*** ***’s buildingMrS*** personally checked the water in the laundry room recently and found it lacking hot waterThe community maintenance team adjusted the ignitor that was malfunctioning and will monitor it over the next few days to ensure that it does not cease working again.*** *** was contacted directly by MrS***, who apologized for the lapse of serviceMrS*** also committed to personally see this issue through to resolutionAs a customer service gesture for the inconvenience this has caused, *** ***’s account will be credited $The credit should appear on his account within the next 10-business days.On behalf of AvalonBay, I, too, would like to extend my apologies for the inconvenience caused by this situation and thank *** *** for his tenancy with *** *** ***.Please feel free to contact me directly with any questions.Yours truly,Michele BThank you!~Michele

I have received the aforementioned complaint filed by *** *** and have reviewed his account thoroughly.I have discussed *** ***’s complaint with Aaron H***, Senior Community Manager of *** *** ***, as well as with *** ** *** ***, the attorney that represented us in court
for *** ***’s nonpayment caseContrary to *** ***’s assertion that the $6,fulfilled his balance in full, he actually remains rent responsible until the end of his lease, or until a new tenant moves into his former apartmentThe forfeiture section of the judgment does not mean that he would no longer be financially obligated, it means that he could not continue to stay in the apartmentSince a new tenant moved in as of April 4, 2017, *** *** is financial responsible until April 3, After applying his security deposit to his balance due, he continues to have a valid outstanding balance of $2,364.09.One of the first events that occurs with each new resident on the day that they move in is a walkthrough of the apartment with a member of the leasing office teamThis enables both the tenant and the leasing office staff to document any areas that were marked, stained, scuffed, etcThat was *** ***’s initial opportunity to point out any areas that he felt necessaryThe attached Mo/ Move- Out Checklist was signed by *** *** on July 12, 2016, his first day of tenancy; a copy was provided to him as a courtesyThis list was used during the final walkthrough of the apartment to document its condition following *** ***’s vacancyAs noted on the attached, the apartment was in need of painting and cleaning, and the carpet needed to be cleaned or replaced if cleaning was unsuccessfulA copy of the Itemized Apartment Receipt (IAR) was sent to *** *** with his account statement on or near March 13, The IAR provides detailed damage charges.Given the surrounding foliage and trees at the community, spiders are an occasional visitor in the apartmentsThere were four (4) maintenance requests submitted by *** *** regarding pests during his tenancy and all have been reviewedIt should be noted that all of these requests referenced spiders; roaches were never mentioned or seen in the apartment by either maintenance or pest control staffI have discussed these requests with MrDonald B***, Maintenance Manager of *** *** ***, and he confirmed that the issue *** *** had with spiders in his apartment was, in fact, resolved*** *** submitted the first two requests on July 15, and July 25, 2016, respectivelyThe third was submitted on August 16, 2016, and the last on October 18, Our pest control contractor treated the apartment following each requestThe issue was resolved following the October visit by our pest control contractor*** *** occupied the apartment for four (4) additional months following the final treatment without reporting any additional pest incidents.On behalf of AvalonBay and *** *** ***, I wish *** *** 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 AvalonBay Customer Care Center *** *** *** Suite *** Virginia Beach, VA *** Phone: ###-###-#### Email: [email protected]: Mo/ Move-Out Checklist

I have received the aforementioned complaint filed by [redacted] and have reviewed her account throughly.I’m sorry that [redacted] had to endure what she has regarding her shared garage. I reached out to the leasing office last week and was advised by Mr. Alan R[redacted], Customer Service Supervisor,...

that the garage privileges for the resident occupying the single garage were revoked on March 28, 2017. The single garage attached to [redacted]’s garage is now vacant.Community Manager Ms. Mollee O’[redacted] and I were in touch earlier this week and she shared that she recently followed up with [redacted]’s husband. He thanked Ms. O’[redacted] for the follow up and indicated that he and [redacted] would like to transfer to an unshared two-car garage once one is available. Ms. O’[redacted] will transfer them once one becomes available, which should be at the end of this month.On behalf of AvalonBay and [redacted], I would like to thank [redacted] and her family for their tenancy.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center 2901 Sabre Street, Suite 100 Virginia Beach, VA 23452 Phone: ###-###-#### Email: [email protected]

December 15, 2015Dear [redacted]:I have received and thoroughly researched [redacted]’s complaint with the Community Manager of [redacted] Gaithersburg, Swayzine B[redacted].First, I would like to offer my apologies to [redacted] on behalf of AvalonBay for the inconvenience this situation has...

caused. Unfortunately, the cause of the heating issue was out of the control of the maintenance staff. By all accounts, they have responded in a timely fashion once a complaint has been received.The most recent complaint was filed on Friday, December 11, 2015. Our maintenance staff determined that the underlying issue is with the gas valve, and a new valve was ordered on Monday, December 14, 2015 as it was too late in the day on Friday to place an order. The community requested that the valve be sent overnight, and it is expected either today or tomorrow at the latest. [redacted] was made aware that the repair should be complete no later than close of business on Thursday, December 17, 2015.In the interim, [redacted] was provided with space heaters in the event the temperature warranted their use this weekend. The heaters will remain in her possession until her heater is repaired.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Specialist

As you are aware, Ms. [redacted]’s original complaint was filed on January 5, 2017 and I submitted a response on January 13, 2017. Since a reply had not been received from Ms. [redacted], the case was closed on January 28, 2017. On February 27, 2017, Ms. [redacted] emailed me directly regarding the reply I submitted to the Revdex.com on January 13, 2017. The following is the offer that I originally emailed to Ms. [redacted] on March 3, 2017. 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 Ms. Monica S[redacted] and Mr. Todd G[redacted] of the Avalon Potomac Yard management team. Both Ms. S[redacted] and Mr. G[redacted] stand by their initial response that I shared in my reply to the Revdex.com on January 13, 2017 regarding the complaint that was filed on January 5, 2017. However, as a customer service gesture they would like to offer Ms. [redacted] a credit of $205.00 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 5:00 pm Eastern on Tuesday, March 14, 2017. 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

June 15, 2016Dear [redacted]:In response to [redacted]’s rejection of my original reply, I am sorry that [redacted] feels that she was not treated professionally during the application process. That is certainly not the intention at any of our communities or of AvalonBay as a company.As I mentioned in my original response, applying for residency through the affordable housing process consists of multiple steps. First, the applicant is provided with the applicable information associated with the affordable housing program, including the minimum and maximum income levels, during their initial visit/inquiry. The applicant then determines if their income falls within the limits provided. Second, an application is completed, the application fee is charged, and the applicant’s credit is checked. If the credit check comes back favorably, the applicant provides their paperwork and financial documents for review by our Affordable Housing specialist. The specialist uses the paperwork and financial documents to determine if the applicant does qualify for the program based on the income limits.Unfortunately, being approved from a credit perspective does not mean that an applicant is approved for the Affordable Housing program. Based on the information and documentation [redacted] provided for review by our Affordable Housing specialist, she overqualified for the Affording Housing program. I apologize for the disappointment [redacted] felt when she learned that she did not qualify for an apartment via the Affordable Housing program. I can only surmise that the congratulations afforded to her were due to her credit check being favorable, coupled with the assumption that she would be qualified for the Affordable Housing program. There was certainly no malicious intent on the part of the leasing office staff.As a customer service gesture I have credited the full balance of [redacted]’s account. Our third- party collection agency has been made aware of the change, so [redacted] should no longer be contacted. An updated statement has been mailed directly to [redacted] at the address listed on her original complaint.On behalf of Avalon [redacted], I wish [redacted] much success in her future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

December 20, 2017Dear [redacted]:I have received the aforementioned complaint filed by [redacted] and have reviewed his account ledger thoroughly.[redacted]’s most recent lease agreement ended on November 19, 2017. The last payment that posted on the account was on October 1, 2017....

November’s rent, the utilities billed in that month, and the Clean Sweep charge had not been paid prior to [redacted] departing the community. These outstanding charges totaled $2,016.51 and were deducted from [redacted]’s $3,570.00 security deposit.As outlined in his lease agreement and Security Deposit Agreement Form, the charges are valid and were deducted from his security deposit legally. The remaining balance of $1,553.49 was sent to him via check #1646493 on or near December 1, 2017 to the forwarding address [redacted] provided to us in Roseland, New Jersey.I have attached a financial breakdown documenting the account financials since its inception in October 2015. I have highlighted the security deposit interest that was applied to his account on March 25, 2016 and January 4, 2017, respectively.On behalf of AvalonBay, I would like to thank [redacted] for his residency.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Support Specialist

November 5, 2015Dear [redacted]’s rejection of my initial response has been received and his account reviewed in detail.A credit of $31.25 was applied to [redacted]’s account on October 8, 2015, leaving a balance due of $72.52. That balance was paid by [redacted] on October 9, 2015.I have taken the liberty of discussing [redacted]’s refund request with Ms. Kelly S[redacted], Senior Community Manager of Avalon at Grosvenor Station. She and I agree that [redacted] is due a refund of $72.52.Once approved by [redacted], I will expedite the processing and mailing of the refund to the address listed on his initial complaint.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Specialist

Hi Kayla, Please see the attached in response to Ms. Gordon's rejection.Feel free to contact me with any questions. Thanks,Michele