Hollywood Cleaners

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

May 5, 2016Dear [redacted]:The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Michelle W[redacted], Community Manager of Avalon Princeton Junction,[redacted]'s initial lease with Avalon Princeton Junction began on September 25, 2014 and ended on September 24,...

2015. On August 29, 2015, [redacted] renewed his lease agreement, which included a monthly rental increase of $81.00, for twelve months beginning on September 25, 2015 and ending on September 24, 2016.On November 12, 2015, [redacted] submitted an Intent to Vacate and subsequently vacated on that date. Per section 43 of the lease agreement he signed on August 29, 2015, he had two options to terminate his lease early. First, he could have provided a 30 day written notice to terminate the lease and pay an Early Termination Charge of up to two months of rent. Since he did not choose that option, he remained liable for rent and other charges through the original Lease End Date of September 24, 2016 or until a new resident occupied his former apartment. A new tenant moved in on January 4, 2016. A copy of section 43 of the lease agreement is attached for your convenience.On behalf of Avalon Princeton Junction, I would like to thank [redacted] for tenancy and wish him the best.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

August 13, 2015Dear [redacted]:In response to [redacted]’s rejection of our initial response, please be advised that [redacted] offered to settle this debt with our third party collections agency. Her settlement offer was accepted and this case has been closed.My initial response to [redacted]’s complaint is complete and accurate and AvalonBay stands by this version of events.Thank you for your assistance with this matter.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Specialist

I bought new 2017 F550 landscape truck white with black body on 12/30/16 from Preston Ford. I had checked it out before I bought it and didn't notice and scratches or defects. The salesman Emil [redacted] was excellent. Very respectful man. I have bought 2 trucks from him and would recommend people to him. I had came back today on 12/31/16 to pickup the truck and it was in detail shop. I went to look at it and it had scratches all over body from the broom brush they had used to was it. I expressed my disapprovement to Emil and said they need to wetsand and buff the scratches out. So I left cause it was couple hrs of work needed to fix scratches. Came back 2 hours later to find truck out front. I then looked at truck to check if scratches was fixed. None of them have been touched. The truck was poorly washed and saleman agreed it was poorly done. He went to manager and manager told him I had to leave truck so they can call body company to have them fix it. Why should body company pay to have it fixed? It's their detail shop that did the damage not the body company. So after 8 hrs wasted between buying it and waiting to pick it up. I just took the truck cause they was not about to fix their mistake. I had paid for truck in full and they should of fixed it when addressed. If they had to fix it to get the sale I'm sure it would of been done. Who knows how many vehicles they are damaging cause of the production that they are doing. All Preston is worried about is pumping out mass numbers of cars and trucks.

The aforementioned complaint filed by [redacted] has been reviewed by myself and Mr. Michael T[redacted], Community Manager at eaves Fairfax City. On behalf of AvalonBay, Mr. T[redacted] and I would like to express our condolences to [redacted] regarding the passing of his mother. Mr. T[redacted]...

speaks very highly of [redacted] as she was a treasured member of the [redacted] Fairfax City community. The account and [redacted]’s complaint have been reviewed in detail. [redacted] was near the end of her 2015-2016 lease agreement at the time of her passing. Her renewed lease agreement, which she signed on February 2, 2016, would have begun on April 5, 2016. On March 29, 2016, the leasing office was advised of [redacted]’s passing by her daughter-in-law. That afternoon, [redacted] contacted the leasing office and expressed an interest in renting the apartment previously occupied by his mother so he could be closer to his children. As a customer service gesture, the community management allowed [redacted] [redacted] to assume the apartment for the same terms, including monthly rent and tenancy dates, afforded to [redacted] at the time of her renewal. [redacted] signed the lease agreement on April 8, 2016 at which time he became the responsible party on the account, including any outstanding balance from his mother’s residency. Whether [redacted] actually resided in the apartment is of no consequence with regard to his financial responsibility. The lease agreement is legally binding. In the Notice to Vacate provided by [redacted] [redacted] on May 4, 2016, he indicated that June 3, 2016 would be his move-out date; he was charged for June 1-2, 2016. Further, the Acknowledgement to Terminate Lease explains the financial responsibility associated with terminating the lease prior to April 4, 2017. These responsibilities include rent damage charges, which constitute the difference between the base rent paid by [redacted] and the base rent amount paid by the next resident, who moved into the apartment on June 11, 2016. A financial breakdown has been attached for your convenient review. [redacted]’s insinuation that AvalonBay “made no attempt to resolve the matter of her lease in a humane manner” is inaccurate. The outstanding account balance is due to his decision to terminate his lease agreement prior to the lease end date. On behalf of AvalonBay, I would like to send my condolences to [redacted] and his family.  Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]Loss Mitigation Support SpecialistAvalonBay Customer Care Center2901 Sabre Street, Suite 100Virginia Beach, VA 23452Phone: ###-###-####Email: [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The letter submitted by Michele B[redacted] on behalf of AvalonBay Communities implies that they need to verify my contact information.  However, the e-mail address that I provided to the Revdex.com in this case is the same one that I used during my tenancy at the Avalon property and in all of my subsequent electronic communications with the company.  Moreover, I have provided my French mailing address to their various offices on multiple occasions prior to and since the end of my tenancy.  I received two e-mails at the address I provided (to the Revdex.com and Avalon) from Avalon’s Customer Care Center on April 10 and 14, 2015 in response to my mother’s inquiries on my behalf at the company’s corporate headquarters.  Avalon then mailed me a check at my address in France for only $458.77 of the $3289 that is due back to me without any explanation as required per California law.  Therefore, they should not use the excuse that they "do not have my contact information" as a reason for not resolving the issues noted in my complaint.
Avalon’s explanation of the situation was that they issued me a refund in November 2014 (within the required 21 day period), but that they did not have my new address on file and so they mailed it to my last address on record.  However, I provided them with my new address in France prior to moving out and set up mail forwarding.  I did not have any issues receiving mail from other companies with whom I did business in the US.  Avalon has been unwilling and/or unable to provide any proof of issuing such payment.  Even if they did issue a check in November, they failed to respond when I contacted them in writing in December and January regarding their failure to refund my security deposit and extra rent paid.
In addition, I have already made numerous contacts to multiple locations and divisions of AvalonBay Communities over the course of the past ten months in an attempt to resolve this fairly straightforward administrative matter.  Unfortunately, Avalon has been largely unresponsive and chosen not to adhere to California law.  From the extensive research that I have done, I have found that Avalon is in the business of providing dividends to its shareholders, not providing proper housing to their tenants, and keeping security deposits and demanding excess funds is just their way of doing business.  I thought it would be helpful to enlist the aid of a neutral third party such as the Revdex.com, as it has been very helpful in amicably resolving other commercial disputes that I have had in the past.  
You may inform Avalon that the contact information that I provided to them is still correct (and is the same information that I provided to you).  If they would like to resolve this matter quickly and amicably per the terms noted in my original complaint, then they may feel free to contact me.  Otherwise, I feel I have no recourse other than to pursue the matter via other legal channels.
Thank you for your assistance in facilitating the resolution of this matter.
Regards,
[redacted]

[redacted]’ rejection of my reply to his original complaint dated December 23, 2016 has been received and reviewed by myself and Mr. Brendan W[redacted], Community Manager of Avalon Ballston Place.AvalonBay and Avalon Ballston Place believe that we fully communicated and explained the correct information to [redacted] and his roommate, and subsequently followed the correct policies and procedures in regards to the application and leasing process. However, in an effort of good faith, we have decided to waive the discounted reservation charge [redacted] incurred for reserving an apartment off the market for twelve (12) days. The account has been credited and now reflects a zero balance.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 [redacted] Phone: [redacted] Email: [email protected]

I have received the rejection of my reply to [redacted]’s complaint that I submitted on November 9, 2016.[redacted] spoke with a representative here at the Customer Care Center who implied that her balance was an error and would be credited. Although that is not actually the case, we have honored that statement and adjusted [redacted]’s balance to zero. An account statement has been emailed to her directly.On behalf of AvalonBay, I would like to apologize for the miscommunication. I wish [redacted] and her family a happy holiday season.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [email protected][redacted] Virginia Beach, VA [redacted] / Tel ###-###-#### / Fax ###-###-####

Please reach out to me with any questions.
[redacted]...

[redacted]The aforementioned complaint filed by [redacted] has been reviewed by myself, [redacted] confirmed that the leasing office voicemail messages are cleared daily and that no one remembers receiving any voicemails from [redacted]; nor did they receive any email messages. In order to terminate his lease agreement, [redacted] would have to visit the leasing office to complete an Intent to Vacate form. The leasing office staff did not receive a visit from him.[redacted] recently spoke with [redacted] and he has decided to remain in the apartment since he is now fully moved in. Both [redacted] and [redacted] are available to him should he have any further concerns or questions.On behalf of [redacted] and [redacted], I would like to wish [redacted] all the best as he begins his tenancy at AVA Studio City.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]

I have reviewed the aforementioned complaint filed by Mr. [redacted] regarding his final charges following his residency at Avalon Grosvenor Tower.In researching Mr. [redacted]’s account, I noticed that the final statement did not provide Mr. [redacted] with the full picture regarding the parking...

charge he references. Per his lease agreement, his regular parking charge was $60.00 per month. In his final month at the community, November 2016, he was initially charged $38.00 which represents the pro-rated charge for November 1-19, 2016 as his move- out date was November 19, 2016.Shortly thereafter Mr. [redacted]’s account was credited $22.00. The credit was not due to Mr. [redacted] since he had been charged the correct parking rent for November at the beginning of the month. To offset this credit, his account was charged $22.00. This is the charge that appeared on his final statement. The remaining charges on the final statement include outstanding utility charges and are also valid. A financial breakdown has been emailed directly to Mr. [redacted] for his perusal. We welcome Mr. [redacted] to contact us directly should he wish to review his charges with us.With regard to Mr. [redacted]’s concerns regarding the monthly rent amount, these prices fluctuate daily and reflect the market rate, which is determined by a variety of sources outside of AvalonBay.On behalf of Avalon Grosvenor Tower, I would like to offer Mr. [redacted] my apologies for the confusion regarding his final statement. However, I must respectfully decline Mr. [redacted]’s demand for $250.00 and a waiver of all outstanding charges. Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Street, Suite 100 Virginia Beach, VA 23452 Phone: ###-###-####    Email: [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I should have reached out to the Revdex.com earlier, it appears that this was just a misunderstanding and Avalon went out of their way to resolve this issue. I apologize for any inconvenience I have caused Avalon Dunn Loring and the Revdex.com.  I also want to thank Avalon for helping me with this situation. 
Regards,
[redacted]

I have received the rejection [redacted] submitted to my reply to his original Revdex.com complaint, and have reviewed it with [redacted], General Manager of Avalon San Bruno.[redacted] has requested that the carpet cleaning and apartment cleaning charges totaling $254.00 be credited to [redacted]’s AvalonBay account as a customer service gesture. I have cared for the credit and will send the refund check to the address [redacted] provided on his complaint via expedited mail today for delivery on Friday, September 8, 2017.The utility charges were also reviewed and are valid.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 B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center 2901 Sabre Street, Suite 100 Virginia Beach, VA 23452 Phone: ###-###-#### Email: [email protected]

The aforementioned complaint filed by [redacted] has been reviewed by myself and Mr. Davowa M[redacted], Community Manager of The [redacted].[redacted] originally reached out to Mr. M[redacted] on Saturday, September 3, 2016 to report the issues outlined in the complaint. Mr. M[redacted] and the community Maintenance...

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

I am in receipt of [redacted]’ rejection of my previous response dated January 11, 2016 and have consulted with Ms. Monica S[redacted], Community Manager of Avalon at Arlington Square.I’m sorry that [redacted] believes that AvalonBay's rent refund policy is in place for the sole protection of AvalonBay. The policy is actually designed to protect both AvalonBay and our residents. Each of the lease holders is responsible on a joint and several basis for paying the rent in full and meeting all obligations of the lease holders as outlined in the lease agreement. If one or all of her roommates failed to pay rent, she would still be considered liable for the rent in full, regardless of how they have agreed to divide the rent amount.Our rent refund policy helps ensure that funds due to be refunded to one of the lease holders will not be returned as nonsufficient and create a situation where the other rent responsible lease holders would be liable for that amount. The joint responsibility of each resident is explained in Section 9 of the initial lease agreement [redacted] signed on January 15, 2015, as well as in the renewal she signed on November 30, 2015. A copy has been attached for your convenient review.Although I have no record of [redacted] communicating with a customer service representative by the name of Michelle, I can share that all broadcast communications sent by the leasing office are sent to all lease holders with email addresses on file, including [redacted]. The details of the renovation were communicated to all lease holders on February 18, 2015 via a broadcast email announcement, and included information about what would be renovated both inside the apartment home and within the community. I have attached a copy for your perusal.Additionally, the Renovation Coordinator for the property, Ms. Kate J[redacted], communicated with the lease holders approximately 30 days in advance via email, providing exact dates of the renovation to their home. Additional communications are normally sent by Kate each week thereafter, and a pre-walk.The response to [redacted]' rejection is attached.Please let me know if you have any questions.Thank you,Michele

The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Hanna M[redacted], Community Manager of [redacted].Ms. M[redacted] and [redacted] were in communication within the last week and had the opportunity to speak in person on Tuesday, October 25, 2016. [redacted]...

shared his concerns with Ms. M[redacted] and offered a suggestion regarding the situation, which can be considered for future changes. [redacted] and Ms. M[redacted] discussed the fact that the package acceptance feature at the leasing office was offered as a convenience and was not an integral part of the lease agreement. As no amenity fee was charged for the service, a rent discount will not be forthcoming. However, as a courtesy, Ms. M[redacted] has agreed to accept packages for [redacted] through the holidays, as long as they’re addressed to him in care of the leasing office and include the leasing office address. Although disappointed about losing the feature, [redacted] was appreciative of the time Ms. M[redacted] set aside to speak with him as well as her kind gesture. Ms. M[redacted] and I would like to thank [redacted] for his tenancy at [redacted]. Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [redacted]@AvalonBay.com

Check Message tab.I am in receipt of the aforementioned complaint from [redacted] and have researched her account thoroughly. [redacted] alerted us of an issue with a $1,672.91 draft from her bank account on May 5, 2015 via a phone call. She provided a copy of her bank statement confirming...

the draft on May 6, 2015. During a conversation with one of our customer service associates in that two day timeframe, [redacted] was advised that the funds would be placed back into her account when the payment came back as nonsufficient funds. On May 12, 2015, [redacted] called to inquire about the status of the refund as it was her understanding that we would be sending her a refund check. Apparently, the funds were not returned as non sufficient, therefore, her bank account was not credited as anticipated. We immediately began the process of issuing [redacted] a refund check for the full amount of the bank draft. A check for $1,672.91 was cut on May 14, 2015 and delivered to [redacted] on May 15, 2015 via UPS Next Day Air. [redacted] cashed the check on May 18, 2015. On behalf of AvalonBay, I would like to extend my sincere apologies for the inconvenience this situation has caused [redacted]. Please feel free to contact me directly with any question or concern.Sincerely,Michele B[redacted] Loss Mitigation Specialist II

The aforementioned complaint filed by Mr. [redacted] has been reviewed by myself and Ms. Christine [redacted], General Manager of Avalon at [redacted].The photographs and documentation from the final walkthrough have been reviewed and I can confirm that the carpet replacement was justified. There were...

stains evident in each room of the apartment, and much of the staining was such that the integrity of the carpet was compromised by ch[redacted]ng the dye of the carpet. Steam cleaning would not have salvaged it. This determination was made by the carpet cleaning vendor who was present during the final inspection with our maintenance team.With regard to the cost of the carpet replacement, Mr. [redacted] was actually charged $855.23, not $1,209.37 as quoted in his complaint. His total damage charges were $980.23 and included an apartment cleaning charge of $125.00.On behalf of Avalon at [redacted], we would like to thank Mr. [redacted] for his tenancy and wish he and his family a safe and happy holiday season.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA 23452 Phone: ###-###-#### Email: [redacted]

September 28, 2017Dear [redacted]:I have received the aforementioned complaint filed by [redacted].Unfortunately, [redacted] is not as resident or prior resident of any AvalonBay Community, nor is she listed as an authorized caller for either of the accounts she referenced. Therefore, I am unable to...

discuss or disclose any information.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

October 6, 2015Dear [redacted]:In response to the aforementioned complaint made by [redacted], I have thoroughly researched his account at Avalon at [redacted].Since I was unable to locate written documentation to Substantiate the assessed damage charges, [redacted]'s account has been credited...

the full damage charge amount of $842.93. His security deposit of $250.00 will be refunded to him, minus $51.79 in unpaid utility charges. The total refund [redacted] can expect is $198,2l. A financial breakdown has been attached for your convenient perusal,The refund check will be sent to [redacted] at the forwarding address on file for receipt no later than the end of this week.On behalf of AvalonBay, I would like to thank [redacted] for his tenancy with Avalon at [redacted] 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 Specialist

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