Hollywood Cleaners

February 7, 2017Sent Via Revdex.com Online Complaint System[redacted] Revdex.com of Metro Washington, D.C. and Eastern Pennsylvania 1411 K Street NW, 10th Floor Washington, D.C. 20005RE: [redacted]Complaint ID #[redacted]Dear [redacted]:I have reviewed the aforementioned complaint...

filed by [redacted].I would like to offer [redacted] my apologies for causing her concern with the fact that our internal collections department reflects as “unknown” on caller ID. We are taking steps to remedy this to ensure that our prior residents will be reassured that it is actually AvalonBay calling.After reviewing [redacted]’s account, I can confirm that she vacated her apartment at Avalon Chino Hills on January 7, 2017 and her statement was prepared on January 24, 2017, reflecting a due date of February 8, 2017. The only call made to her by our internal collections department was on January 31, 2017. These initial calls are made as a courtesy to ensure that our prior residents received their statements and remind them that if their account balance is not paid by the due date, the risk of being sent to third- party collections exists.Again, my apologies for any confusion or 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 23452 Phone: ###-###-#### Email: [email protected][redacted] Virginia Beach, VA 23452 / Tel ###-###-#### / Fax ###-###-####

I have received the aforementioned complaint filed by [redacted] and have reviewed his account with [redacted] reached out to [redacted] on April 26, 2017 via email regarding the damage charges assessed to Mr.Bazile’s account. [redacted]...

responded to [redacted] on May 5, 2017 and confirmed that the carpet replacement,apartment cleaning, and blind replacement charges were valid based on the photos taken during the final inspection. Thepainting charge of $350.00 could not be justified based on the photos, therefore [redacted]’s account will be creditedaccordingly. I have attached the photos with this reply for your convenient review. With regard to [redacted]’s prior apartment, [redacted], I have researched that account as well and havedetermined that the carpet replacement charge he was assessed was justified. These photos are also attached for yourreview. Unfortunately, both apartments had damage above and beyond normal wear and tear. Sections 49 and 50 of [redacted] lease agreement address his responsibilities regarding cleaning the apartment and what is considered normal wearand tear. Simply paying rent does not negate a resident’s responsibility to ensure their apartment is properly cleaned. Our internal collections team can be reached at [redacted] to assist [redacted] with his outstanding balance.On behalf of Avalon Court, I would like to thank [redacted] for his residency. Please feel free to contact me directly with any questions[redacted] - please let me know if you have any questions. Thank you,Michele

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 form. In 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 issues. When 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, [redacted], we very clearly provide the conditions in which a roommate release is deemed acceptable. Additionally, on the form itself we have a page outlining the process. There’s no ambiguity about it; it is very transparent, and we’ve been very consistent with this process. There’s nothing underhanded, or deceptive about it.On July 3, 2017, Mr. [redacted] spoke with Mr. [redacted] about removing himself from the lease. As 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 remaining. Mr.[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 stay. The Roommate Release form is used when there are changes to the occupants of a home. This form can be used to remove as few as one person from a two bedroom, or one person from a one bedroom with den. It 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 condition. Anyone being released is no longer responsible for the home's financial, and physical condition. This 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 himself. We would have been happy to remove him at the end of the current lease-term in January, but he declined. Mr. [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 option. He wasn’t forced into a termination fee, nor was he mislead.On behalf of Mr. [redacted] and [redacted], I would like to thank Mr. [redacted] for his residency.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]

I have reviewed the aforementioned complaint filed by [redacted]. Due to the sensitive nature of this issue, I have reached out to [redacted] directly via email.AvalonBay is committed to working with her to ensure that her concerns are addressed and cared for. I have advised [redacted] that I will...

be her main point of contact for this situation, and she has been provided with my contact information. Should you have any questions, please feel free to contact me directly.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA 23452 Phone: ###-###-#### Email: [email protected]

I have received the rejection of my original response to Mr. [redacted]’s aforementioned complaint.I have confirmed with Mr. Shamon N[redacted], Community Manager of Avalon Willow, that the community was aware of the impending renovation when Mr. [redacted] toured the property. During their tour, Leasing Consultant Brittany C. shared this information with Mr. [redacted]. She also advised that each of the apartments would be renovated as part of the community-wide renovation.Shortly after moving in to Avalon Willow, Mr. N[redacted] spoke at length with Mr. [redacted] and his guest at the community holiday party about the renovation project. At that point Mr. [redacted] still had the opportunity to take advantage of the 30-day guarantee offered to all new residents, but chose not to. Further, he has chosen not to take advantage of the offers afforded to him regarding the use of other gyms in the area.Again, we respectfully decline Mr. [redacted]’s request to pay for his [redacted] gym membership.Mr. [redacted] recently submitted his Intent to Vacate. Mr. N[redacted] and I thank him for his tenancy and wish him the best in his future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center

Please feel free to contact me with any questions. Thank you,Michele

I have received the aforementioned complaint filed by [redacted] and have reviewed her account with our Payment Services department and our Customer Experience department.I am sorry that [redacted] experienced so much frustration regarding the payments she has made. Our Payment Services department...

manager reviewed her account and confirmed that the payments she attempted to make on or near August 1, 2017 for $123.36 and August 8, 2017 for $120.09 were returned due to “Invalid Account Number Structure”. This means that either the routing numbers or account numbers were incorrect. Our Customer Experience manager reviewed the calls and confirmed that the representatives that spoke with [redacted] and acquired the payment details from her input the information [redacted] provided to them.In reviewing [redacted] account, I found two emails sent to her regarding payment confirmations. The first was emailed to her on August 8, 2017 at 12:40pm, and the second was emailed on August 15, 2017 at 12:52pm. The second was sent in response to the most recent payment received from [redacted] for $120.09. Both were sent to her email address on file; [redacted]. I did not find that we sent an email confirmation regarding the first payment that posted on August 1, 2017. My apologies for the oversight.On behalf of AvalonBay, I would like to thank [redacted] for her residency and wish her well.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]

[redacted]I am rejecting this response because: I have not heard from anyone and I have proof that I did reach out to management through email. My apartment is not safe for me to live there, and if management would be so kind to reach out to me that would be great. [redacted]

I have received the aforementioned complaint filed by [redacted] and have reviewed his account accordingly.[redacted] applied for an apartment home online on July 24, 2017. The terms of the application were provided to him at that time, and he was made aware that if a lease agreement was not signed,...

a reservation fee would be assessed. When presented with the lease agreement, [redacted] objected to a stipulation regarding the leasing office having the right not to accept his offer to terminate, fearing that he would be held liable for the lease through the lease end date. The leasing office staff at Avalon [redacted] assured [redacted] that they would accept the two month termination fee should he decide to end his tenancy prior to the lease end date. They even offered to provide him with a note confirming this, however, [redacted] insisted that the terms of this portion of the lease agreement be changed.The leasing office could not grant his demand to change the lease agreement, and [redacted] chose to cancel his application. [redacted] provided an email to the leasing office on July 28, 2017 confirming that he would not be signing the lease agreement. He was subsequently charged a reservation fee of $246.45, as outlined in the terms of the application he completed on July 24, 2017. The leasing office offered a document assuring [redacted] that his two month termination fee would be accepted, if offered. [redacted] refused to accept the document and sign the lease agreement. The termination fee was rightfully charged.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted], Suite [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [email protected]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Avalon Communities- Eaves Tunlaw Gardens regarding complaint...

ID [redacted].
Regards,
[redacted]

December 6, 2017Dear [redacted]:I have received the aforementioned complaint filed by [redacted] and have reviewed his account with Ms. Monica M[redacted], Community Supervisor at Avalon at Lexington.While reviewing the account I noticed that the move-out date that was originally listed on [redacted]...

[redacted]’s account was September 22, 2016. This was due to the fact that [redacted] did not turn in keys to officially relinquish possession of the apartment and only confirmed that he had left prior to September 22, 2016 via an email message on that date. Ms. M[redacted] agreed to honor September 12, 2016 as the move out date since this was 30 days after his Notice to Vacate form was provided to the leasing office. His account has been credited accordingly.The remaining outstanding balance on [redacted]’s account includes a check that returned for non-sufficient funds on August 29, 2016 without subsequent payments being made. Additionally, [redacted] was responsible for rent and utilities through September 12, 2016 as well as the damage charges that were assessed to the account after he vacated. A financial breakdown and the Itemized Apartment Receipt (IAR) has been attached for your convenient review.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

August 10, 2015Dear [redacted]:I have received and reviewed the complaint submitted by [redacted] regarding his tenancy with eaves [redacted].I have reached out via phone to the leasing office at eaves [redacted] and spoke at length with CJ B[redacted], Senior Customer Service Manager. I shared [redacted]...

[redacted]’ concerns with him, and [redacted] is committed to working with [redacted] to address the issues he presented. [redacted] is fairly new to the community, however, he is committed to being [redacted] main point of contact at the community.Additionally, I left a voicemail message for [redacted] advising him of [redacted]’ name, title and contact information to help facilitate dialog between [redacted] and [redacted]. I also offered my name and phone number should [redacted] wish to address any issues beyond the scope of the leasing office.On behalf of AvalonBay and the eaves [redacted] community, I would like to thank [redacted] for his tenancy. We look forward to making his experience with us one that he enjoys.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Specialist

Horrible experience. Got ripped off. Deceptive sales tactics and major issues with the car that were denied.

Complaint: [redacted]
I am rejecting this response because:We moved out of the community in early November 2016.  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 address. 1) 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 invalid. 2) The address was provided during our move and was not requested again. 3) 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 following. 1) A refund of $700 for the unnecessary "work" that he Avalon claims was performed. 2) 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 cockroaches. The initial treatment was done before [redacted] occupied the apartment. As 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 before. Our 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 termites. Had [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 replaced. However, I have confirmed with the leasing office that carpet is not replaced during occupancy unless there a maintenance or safety issue necessitating said replacement. After the residents vacated units 1121 and 1131 in November 2015, the carpet in those units were replaced due to severe staining. That would be the only impetus for replacing the carpet; discrimination of any kind is not tolerated at AvalonBay. All 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 [redacted]. 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, 2016 referenced two letters that were addressed to [redacted] by our local counsel on October 2, 2015 and October 20, 2015, respectively. The October 2, 2015 letter specifically addressed both the ceiling and HVAC leaks. The 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]

November 20, 2017Dear [redacted]:I have received the aforementioned complaint filed by [redacted] and have reviewed his account accordingly.AvalonBay sold [redacted] prior to [redacted]’s lease end date. AvalonBay would have sent all available financial information to the new owners of the...

property, to include the amount left as a security deposit and the outstanding balance. A representative from the leasing office of the newly purchased property reached out to AvalonBay recently to request information regarding this account. Financial breakdowns were provided to them via email on November 14, 2017 and November 16, 2017, respectively. Additionally, an email was sent to [redacted]’s roommate [redacted] on October 18, 2017 to advise of the last balance prior to the sale date.Per [redacted]’s request, I have enclosed a financial breakdown that includes charges to his account during his residency with AvalonBay. [redacted] is welcome to reach out to me with any questions regarding the attached. Questions pertaining to the ending balance on the account should be addressed to the current owners of the community.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

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 $350.00 for not registering his...

utility services in his name. All residents, including [redacted], are advised of this requirement in their lease agreement. I have enclosed the applicable section of the lease agreement that he signed on August 27, 2014 that addresses this responsibility. Avalon 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 move-in in August 2014.As a customer service gesture, [redacted]’s account was credited $250.00 in April 2015 by Avalon Kirkland’s leasing office staff. Unfortunately, additional credits are not forthcoming as the remaining $100.00 is [redacted]’s responsibility.I have also investigated the damage charge of $29.70 that [redacted] incurred at move-out. I have determined that there is no evidence to substantiate this charge. Therefore, I have begun the process of issuing [redacted] a refund in that amount. He 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

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. Thank 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]

June 7, 2016Dear [redacted]:The aforementioned complaint filed by [redacted] has been reviewed by myself and Monique L[redacted], 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 writing. At that point, it is the responsibility of the applicant to determine if they should move forward with the application process based on the information received. The 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 completed. In addition to qualifying for the affordable program, an applicant’s credit must also be acceptable. The community ran a credit report on [redacted] and positive results were returned on January 22, 2016. The cost for this is $100.00 and is a set price at the community.On January 29, 2016 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 limit. A 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

The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Andrea O[redacted], Sales and Service Supervisor at Avalon [redacted].[redacted]’s account has been reviewed in its entirety, beginning with the lease agreement. I can assure [redacted] that although the lease...

agreement was not signed by the Community Manager, Nicole T[redacted], it is a legally binding agreement as it was signed by the Sales and Service Supervisor of Avalon [redacted], Andrea O[redacted]. Like Ms. T[redacted], Ms. O[redacted] is an authorized agent of Avalon [redacted].The fact that [redacted] did not have to provide a security deposit was not a violation of her rights but merely an incentive offered to prospective residents. The Clean Sweep option is provided to all residents prior to move out, regardless of their reason for vacating. On the Intent to Vacate form she completed on March 22, 2016, [redacted] indicated that her reasons for leaving were twofold: Relocation Job/Moving Out of Area and Unhappy with Community. AvalonBay community management does not retaliate against residents for sharing their personal perspectives. Rather the feedback is utilized to improve the community.As evidenced by the attached Clean Sweep form, [redacted] chose to opt into the Clean Sweep option by checking “yes” and signing and dating the form. Additionally, she had the option to be present at the preliminary inspection scheduled on May 11, 2016.The $350.00 Common Area/Amenities fee is charged one time annually for the use of the common areas and amenities at the Community. It covers the full term of the lease agreement, is non- refundable and is not a deposit. It was addressed in section 12.a. of her lease agreement. Unfortunately, [redacted] and the residents of Avalon [redacted] experienced water outages due to a water main break on the property. As requested, the fire hydrant near her building was flushed out twice as were the pipes in her building to ensure the water ran clear. We are sorry for the inconvenience this issue caused. We are also sorry that a small number of [redacted]’s neighbors diminished her experience at Avalon [redacted] due to their inability to properly care for their dogs waste. I hope that the leasing office management was able to speak with [redacted] during their attempts to contact her in late February 2016. As a customer service gesture, Avalon [redacted] has credited [redacted]’s account for the Clean Sweep charge of $225.00. This credit brings [redacted]’s account balance to zero. On behalf of Avalon [redacted], I would like to thank [redacted] for her residency and wish her the best in her future endeavors. Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist