Hollywood Cleaners

January 11, 2016Dear [redacted]:[redacted]’ aforementioned complaint has been received and reviewed by both myself and [redacted] of our Customer Experience Team.Our rent refund policy requires that all payments clear their respective banks before we are able to process a refund via check....

This process normally takes approximately 14 business days, and ensures that all funds used as payment are available and will not be returned as nonsufficient.On behalf of AvalonBay, I would like to apologize for any inconvenience this has caused [redacted], and thank her for her tenancy with Avalon at Arlington Square. We’re happy that she and her roommates have chosen to renew their lease and wish them all a happy 2016.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

Please let me know if you have any questions.Thank you,MicheleFebruary 14, 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]:The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Renee R[redacted], Community Manager of [redacted].Ms. R[redacted] and Maintenance Manager, Reynaldo M[redacted], have spoken with [redacted] at length about this issue. During their respective conversations with [redacted], he acknowledged causing damages beyond normal wear and tear as outlined in the lease contract, yet does not wish to be held responsible for the cost of the unused life associated with full carpet replacement. Ms. R[redacted] and Mr. M[redacted] explained our company standard for carpet life expectancy, chargeback percentage for unused life and the requirement for full replacement in order to maintain color and wear continuity. Unfortunately in this instance, patching or partial replacement was not an option.[redacted] was made fully aware that he was only charged for the unused life portion of the total replacement cost. The damage photos, taken after the carpet had been professionally cleaned, have been attached for your convenient review.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 ###-###-####

[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:AvalonBay did not provide a reasonable method to obtain a refund on overpaid rent. Their policies are set in place to solely protect their business, placing their customer last. They are capable or providing a refund for my transaction alone but refused to do so without inconviencing my roommates. By making the process long and unnecessarily complicated, Avalon uses this a deteriment so that people give up on getting their money back for overpaying.Furthermore, Michelle, a customer service agent, told me that it was not always convient to contact everyone on a lease about things related to the apartment. It goes to show that if it's in Avalon's benefit to contact only one person, which they did for a renovation that made our apartment unusable for 5 days, they will do that. However if one of their customers need something, it is their policy that they have to contact everyone on the lease. Good business should be a two way street if trust and a worthy product. Avalon failed on both of these accounts.
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because it does not state the reason why the kitchen needed to be cleaned. I have pictures of the kitchen and the refrigerator which was cleaned well when I left. In fact when I moved in the cleaners did not clean a few drawers and it had garbage from the past tenant. The counter tops had water spots on them and I only used the stove once in the 101 days I stayed there. Avalons practice of charging cleaning fees is a fraud because they do not specify what is dirty or not. They just charge a fee because they want it move in ready which it was already move in ready from the first place. I spent a considerable amount of time cleaning that place and then get charged for a fee is ridiculous. It has to be proven to me that the cleaning fee was needed and that should be standard practice going forward. There are so many complaints on yelp regarding this and one person got their refund cause of this via the Revdex.com. 
Regards,
[redacted]

October 28, 2015Dear [redacted]:I have reviewed [redacted]’s complaint with Ms. Sheanna C[redacted], Customer Service Supervisor at Avalon Grosvenor Station.[redacted] is correct in his assertion that “some stains” were documented to be on the carpet at move-in. However, these stains were only found in...

the living room. At move out, the carpet in the entire apartment was in need of cleaning, including the dining room and both bedrooms. This is documented on the Move In-Move Out Checklist, a copy of which is attached.As outlined in the lease agreement [redacted] signed on August 11, 2014, it is the responsibility of the resident to bring the apartment back to the condition it was in at move in, minus ordinary wear and tear. This includes the carpet being cleaned. Therefore, we respectfully deny [redacted]’s request for a refund totaling $103.77.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Specialist

March 11, 2016Dear [redacted]’s complaint has been reviewed by our Utility team here at the Customer Care Center, the management team at eaves Gaithersburg and our contact at [redacted].It appears that [redacted]’s electric meter readings have been swapped with one of the neighboring...

units in [redacted]’s building. As a result, [redacted] was, in fact, overcharged as she stated in her complaint.[redacted] will be issued a credit to her account with the next two (2) weeks which will reflect her true usage for the last 12 months. A representative of the eaves Gaithersburg management team will be in touch with her within the next day or so to discuss the details of the credit.On behalf of AvalonBay, please extend my apologies to [redacted] for the inconvenience this situation has caused.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Support Specialist

I have received and reviewed the rejection filed by [redacted] to my original response to his complaint filed in February.[redacted]’s account was also researched by another team here in the Customer Care Center. That associate ascertained that the $180.00 charge for carpet pad replacement was coded incorrectly as it was actually for another service. As a result of that finding, [redacted]’s account was credited $180.00. He was also provided with an updated account statement.I confirmed that [redacted]’s account was not forwarded to the credit reporting bureaus. In early April, he paid the account in full via our third party collections team.I would like to thank [redacted] for his tenancy with [redacted] and apologize for any inconvenience he encountered.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Email: [redacted]

October 25, 2017Dear [redacted]:I have received the rejection from [redacted] of my most recent reply, dated October 13, 2017.I spoke with Ms. Nancy M[redacted], Sales and Service Supervisor of Avalon [redacted] earlier today. She agreed to refund an additional $80.00 application fee, which brings the outstanding account balance to $194.00. An updated account statement has been included for your convenience.Our internal collections team can be reached at ###-###-####, Monday-Thursday 8:30am -9:00pm, Friday 8:30am - 5:30pm and Saturday 8:30am - 12:30pm, Eastern to assist [redacted] with the outstanding balance.On behalf of Ms. M[redacted] and AvalonBay, I apologize for any inconvenience and wish [redacted] and family the best in their future endeavors.Please feel free to contact me directly with any questions.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:The claim made by Avalon is deliberately misleading and grossly false. They have disabled my access to Avalon portal the same day we moved out, but the fact is that we never received any credit for parking fees. We have been charged and paid for those in our final installment. The acrobatics played with numbers after we moved out is part of elaborate attempt to skim the renters of any refund due.Just yesterday the Avalon emailed to residents that the water will be shut off on December 30th 2016, from 9am through 6pm. This is the fourth time in less than two months they officially announce to residents the failure in their plumbing system. There were many more shut off that were unannounced. Because this business operates under a different from original Avalon motto and acts as a slumlord out to gnaw as a vulture on anyone unfortunate enough to get into its' net. They charge a lot but do virtually nothing to improve the condition of the premises. Attention (through press if necessary) should be brought to the unscrupulous practices of Avalon management. I will do my part by publishing my reviews on [redacted] and Apartments.comI also welcome any press representative to contact me, as I have plenty of details to add and describe how poor quality of service Avalon delivers, while using the most dishonest means of keeping the refunds due.
Regards,
[redacted]

I have received the aforementioned complaint filed by [redacted] and have reviewed his account with Dionnedrea, a member of our Utility team here in the Customer Service Center.AvalonBay made numerous attempts to assist [redacted] with his concerns regarding the utility charges on his account. A...

minimum of five (5) requests were made during phone or email conversations with our leasing office staff and Customer Care representatives during which we requested that he provide all of the monthly [redacted] statements to the leasing office and/or our Customer Care Center for the length of his residency, October 5, 2015 through August 20, 2016. The only documentation that was provided is an initial letter from [redacted] and a statement; copies of which are attached for your perusal. These documents are not sufficient to confirm [redacted]’ assertion that the utilities in question were in his name and had been paid for the time period in question.Further, Dionnedrea spoke with [redacted] at [redacted] this morning who confirmed that the account number listed on the attached documentation provided by [redacted] is not, in fact, a [redacted] account number. Additionally, the Meter and Choice ID numbers on the aforementioned documentation do not match any address at Avalon at [redacted]. Moreover, there is neither a previous or current account listed in the [redacted] system in the name of [redacted].[redacted]’ outstanding balance is valid. He can reach [redacted] [redacted] at ###-###-#### to settle the balance due.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]

I have received the aforementioned complaint filed by [redacted] and have reviewed his account accordingly.The documentation provided by the staff that conducted the final inspection indicates that the apartment needed cleaning above and beyond that which [redacted] provided prior to moving out....

Photographs as not a requirement and do not have to accompany the move out documentation. However, a few were taken in the kitchen which I have attached.On May 22, 2017 [redacted] spoke with Travis in our Customer Service department. During that conversation Travis explained that the cost of cleaning the apartment was actually $135.00; the remaining $119.00 was for carpet cleaning. Travis also explained that the utilities are billed in arrears, so the utility charge on [redacted]’s final statement included the billing periods of March 15, 2017 – April 15, 2017 and April 16, 2017 – May 6, 2017. The payment that [redacted] made in early May 2017 covered the utilities for the billing period of February 15, 2017 – March 15, 2017 and his six (6) days of residency in the month of May 2017. I have attached a financial breakdown that was prepared for [redacted] for your convenient review. I’ve taken the liberty of reviewing the account of the prior resident in [redacted]’s apartment and saw no evidence of the damage [redacted] documented in his complaint.On behalf of AvalonBay, I would like to thank [redacted] for his residencyPlease 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]

I have received the aforementioned complaint filed by [redacted] and have reviewed his account with Natalie S[redacted], General Manager of Avalon at [redacted].Ms. S[redacted] confirmed that following [redacted]’s move out, the maintenance team did treat his carpet for stains that were not seen during the...

preliminary inspection.However, as a customer service gesture, [redacted] will be refunded the full carpet charge of $160.00. The credit was processed on May 4, 2017 and a check is forthcoming to the address [redacted] provided in his email to AvalonBay that afternoon.On behalf of AvalonBay, I would like to thank [redacted] for his residency, 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[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [email protected]

I have received the aforementioned complaint filed by [redacted] and reviewed it with Ms. Sofia T[redacted], Sales and Service Supervisor of Avalon at [redacted].Although the condition of the apartment warranted the move-out charge assessed to [redacted]’s account, Ms. T[redacted] would like to refund the...

cleaning charge of $200.23 as a customer service gesture. A check has been requested and should be delivered to the address on [redacted]’s complaint next week.On behalf of Ms. T[redacted] and AvalonBay, I would like to thank [redacted] for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:1, Ok, these mistake finally got resolved. this is the right credit should be applied. 2, Look back the history, since day 1, including talk with NANCY AND DANIELLE M[redacted], including tell the accounting staff  start from Maya H[redacted], to Maya H[redacted]s co-workers, a bunch of them, and each and every one of them call and just simply ask the # on the computer without really think with their brain, each of them waste me around 30-40 minutes. A BIG TIME got wasted, yours and ours. And then you sent us to collection, again, waste us time to explain to collection company, A  BIG TIME too.  Do you feel like say a sorry and then expect us to pay the balance happily forever? who is making up for our loss of wasting all our time and energy to tell you fix our credit in your system???
Regards,
[redacted]

[redacted] please contact me with any questions.  Thanks,Michele

I have received the aforementioned complaint filed by Mr. [redacted] and have reviewed his account with Mr. Shamon N[redacted], Community Manager of Avalon Willow.Mr. N[redacted] shared that Mr. [redacted] was advised of the renovation while touring the community. Approximately one week after moving in to Avalon...

Willow, Mr. N[redacted] and Mr. [redacted] spoke at length about the renovation. AvalonBay offers a 30-day guarantee to all new residents. Mr. [redacted] had the opportunity to take advantage of the guarantee but chose not to.Mr. [redacted] had recent conversations with Mr. N[redacted], the community leasing consultants and the resident services coordinator. All of the aforementioned individuals explained to Mr. [redacted] that the offers made to all residents included a complimentary month’s membership to [redacted] and [redacted] gym as well as a complimentary one half month’s membership to [redacted] Sports Club. Additionally, Mr. N[redacted] offered Mr. [redacted] the complementary use of the fitness center at our Avalon White Plains community. Mr. [redacted] chose not to take advantage of any of the offers.We respectfully decline Mr. [redacted]’s request to pay for his [redacted] gym membership.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 [redacted] Virginia Beach, VA 23452 Phone: ###-###-#### Email: [redacted]

I have received the aforementioned complaint filed by [redacted] and have reviewed her account with [redacted]During a preliminary inspection it is impossible to fully assess any damage that may have been done to the flooring because the...

apartment still contains the resident’s furnishings. The preliminary inspection was scheduled with the full expectation that [redacted] would attend. The final inspection is always scheduled after a resident moves out and the apartment is empty because it is the only way to access whether or not an apartment sustained any damages and/or needs to be professionally cleaned. [redacted] was welcome to attend the final inspection; if she had requested to be there the maintenance and/or leasing office staff would have been happy to accommodate her request, however, it still would have been scheduled for after she vacated. With regard to the damage charges incurred at move-out, I have attached the photos taken during the final inspection. These photos illustrate why the professional cleaning and repair to the floorboards were necessary.I shared [redacted] concerns regarding the handicapped doors, elevators and security with [redacted]. He shared that the community has a concierge at the front door 24/7, with an additional security guard at the back door from 6:30pm to 9:30am. An additional guard is stationed on the roof deck area from 6:30pm until it closes (11:00pm Sunday through Thursday and 12:00am on Friday and Saturday). Once the roof deck closes, that guard roams the building until 6:00AM looking out for any disturbances.Our apologies for any inconvenience [redacted] experienced with the elevators. Unfortunately, that is beyond the control of the leasing office. Fortunately, they were operational a vast majority of the time.With regard to [redacted] assertion that the handicapped buttons did not work, [redacted] has not heard that. He has heard that residents do not like the fact that the doors have to fully close after someone has gone through them. If someone presses the handicapped button the door will open and then there is a feature that makes sure that it closes behind that person to ensure that the door does not remain open. Sometimes people do not like the fact that if they try to push the door open when it’s trying to close it can be heavier than normal. This is actually a safety feature.On behalf of AvalonBay, I would like to thank [redacted] for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B[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 to discuss the matter privately is fine. they want to avoid the embarrassment of allowing someone to use another persons SSN to rent an apartment and racking up $64k in rent and then placing it on someone else's credit report and them blaming the reporting agencies for not telling them there was an issue - when I called them several times. How date they have no record! But I do!!! Thank you att!! 
Regards,
[redacted]

I have reviewed the aforementioned complaint filed by [redacted]. On September 16, 2016, a credit was processed on [redacted]’s account for $180.16. This represents fifty percent (50%) of the damage charge regarding his refrigerator. His account balance is now zero. Additionally, our...

third-party collections agency Fair Collections and Outsourcing has confirmed with [redacted] via a letter dated September 23, 2016 that they have requested that the credit bureau delete the inquiry made to [redacted]’s credit report. We thank [redacted] for his residency with Avalon Baker Ranch 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 [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [redacted]@AvalonBay.com[redacted] Virginia Beach, VA [redacted] / Tel ###-###-#### / Fax ###-###-####

February 19, 2016Dear [redacted]:[redacted]'s aforementioned complaint has been received and reviewed by both myself and Ms. Christy T[redacted], Sales and Service Supervisor at [redacted].[redacted]’s sister did add both her and her friend's vehicles to the required list. Ms. T[redacted]...

advised that the cars were towed because they were parked in resident parking spaces and not in designated “Visitor' parking spaces. The fact that a car is on the required list, called Safe-List, does not preclude it from being towed if it is not parked in the appropriate space. The Safe-List procedures have been attached as reference.Residents of [redacted] are responsible for informing their guests of the parking rules at the community. As part of their lease agreement, all residents sign or initial a document outlining the Safe-List procedures referenced above. Additionally, they sign and date a parking addendum as part of their lease agreement. [redacted]’s sister signed the addendum on December 26, 2015. This document outlines the parking program at the community and applies to residents and guests. A copy of the addendum has been attached for your convenient review.Contrary to [redacted]'s assertion that signs are not posted, there is actually signage at both entrances to the community. I have attached a photo for your reference.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Support Specialist