Hollywood Cleaners

The aforementioned complaint filed by [redacted] has been reviewed by myself and Mr. Michael B[redacted] Senior Community Manager of Avalon Cove.I apologize for the inconvenience [redacted] experienced regarding his rent being paid at the end of his tenancy. I can confirm that all residents...

enrolled in our recurring payment plan are advised that their last deduction occurs in their last full month of residency and that no automatic deduction occurs in their move-out month. This information is provided to them on the Acknowledgment of Notice to Vacate. [redacted]’s document was printed on May 25, 2016 and hand delivered to his door by the leasing office.[redacted]’s account statement was sent to his address at Avalon Cove because we did not receive a forwarding address on file prior to him vacating on July 22, 2016. Once an updated address was received on August 30, 2016, his account was updated accordingly, however, his statement had already been sent by that date. If a vacating resident does not provide a forwarding address, then statements are sent to the AvalonBay address so they can be forwarded by the postal service.Finally, we have reviewed all of the documentation provided to [redacted] and have concluded that the cleaning charge of $150.17 is valid. This charge is supported by the Move Out checklist as well as the photos, which are supplied as a courtesy. As a friendly reminder, Section 47 of the lease agreement signed by [redacted] on July 16, 2015 explains the residents’ responsibility regarding cleaning the apartment.On behalf of AvalonBay, I would like to thank [redacted] for his tenancy with Avalon Cove and wish he and his family a happy holiday season.2[redacted] [redacted] [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 appreciate that my response was re-read. Thanks very much for the attention.
Regards,
[redacted]

August 22, 2017Dear [redacted]I have received the aforementioned complaint filed by [redacted], as well as her Avalon the [redacted] and Avalon at [redacted] accounts.A payment was inadvertently posted on June 29, 2017 to [redacted]’s account for her original apartment at Avalon the [redacted]...

instead of her current Avalon at [redacted] account. The payment was refunded to [redacted] on in early July 2017, however, she did not receive it when sent originally. [redacted] has since received the reissued check and it was successfully cashed on August 21, 2017.On behalf of AvalonBay, I would like to apologize to [redacted] for any inconvenience this situation has caused and thank her for her residency.Please feel free to contact me directly with any questions.Yours truly,Michele B

Please accept my apologies for the delay in responding to [redacted]’s aforementioned complaint. She and Mr. Arthur Oligeri IV, Senior Manager and Regional Sales Manager at Avalon Fort Greene, were discussing the account in hopes of finding a mutually agreeable compromise.I am happy to report that...

they did, in fact, reach an agreement. [redacted] has been absolved of all but $500.00 of the flooring replacement charge and the Clean Sweep fee of $164.00. [redacted] and her attorney have been provided with all of the documentation they requested, in addition to a final account statement with the updated amount due from [redacted]. As a customer service gesture, Mr. O[redacted] provided [redacted] with an extension until the end of this month to pay the outstanding balance.On behalf of Mr. O[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] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA [redacted] Phone: ###-###-#### Email: [email protected] Sabre Street, Suite 100, Virginia Beach, VA 23452 / Tel ###-###-#### / Fax ###-###-####

I have received [redacted]’s complaint. Unfortunately, I have been unable to locate an AvalonBay account associated with her name, phone number or email address provided in the complaint.If [redacted] would be willing to provide additional information, such as the community name and address in...

question, or a contact name and phone number, I would be happy to investigate her concern.Please feel free to contact me directly with any questions.Yours truly,Please let me know if you have any questions. Thank you,~Michele

August 31, 2015Dear [redacted]:I am in receipt of the aforementioned complaint from [redacted].In an effort to provide the most detailed response possible to the various issues [redacted] presented in her complaint, I respectfully ask that she contact me directly so I can best address her...

needs and concerns.As it appears that [redacted] lives out of the country, I would be happy to communicate with her via email to allow for the time difference. The email address listed below is the most appropriate to reach me.If [redacted] is amenable to this, please provide her with my email address. Once she contacts me to confirm her email address, I would be happy to reply to her and provide additional details in response to her concerns.Thank you for your time. Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted]Loss Mitigation Specialist

The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Brenda S[redacted], Senior Community Manager of Avalon [redacted].Ms. S[redacted] has addressed the issue with [redacted] directly and has credited her account accordingly. I have been informed by Ms. S[redacted] that [redacted]...

[redacted] is satisfied. A revised statement with the updated balance will be sent to [redacted] directly.On behalf of Ms. S[redacted] and AvalonBay, I would like to thank [redacted] for her residency at Avalon [redacted].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 her account accordingly.[redacted] was contacted via email and phone on September 7, 2017 by representative Erika W. from our Customer Care Center. This contact was to advise that her account statement had been...

processed the day prior and a balance was due. A copy of the statement was attached to the email for [redacted]’s perusal, and had been mailed via regular mail as well. Following their phone call, Erika documented the request to have a manager call [redacted]. Manager Teddy L. called [redacted] on September 13, 2017, but received no answer.Prior to receiving the callback from management, Erika called [redacted] again on September 11, 2017, but was unable to leave a message. [redacted] was then called by manager Teddy L. on September 13, 2017. The following day, September 14, 2017 Davida H. contacted [redacted] via phone. The account notes indicate that Davida explained that the rent charge was valid since [redacted] was rent responsible through the end of the lease agreement on August 16, 2017, regardless of the fact that she vacated six (6) days prior to the lease end date.Erika received a call from [redacted] on September 20, 2017 and explained that the information regarding the rent responsibility can be found in section 44 of the lease agreement [redacted] signed on July 18, 2016. Two additional calls were placed to [redacted] following this call. The first was on September 25, 2017 and the second, and final call, was on September 29, 2017. The representative [redacted] spoke with on September 25, 2017 documented that a payment check was forthcoming for the balance on the account. We received and posted the check on October 2, 2017.I’m sorry that [redacted] feels that the calls she received from our representatives were excessive. The representatives that called her were strictly trying to assist her with reconciling her account balance.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] Loss Mitigation Support Specialist AvalonBay Customer Care Center

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is resolved as of now. However, I don't understand why this simple fix wasn't done for year and half.

Regards,
[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. 
Regards,
[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. 
Regards,
[redacted]

I have received the aforementioned complaint filed by [redacted] and have reviewed her account in detail.[redacted]’s lease agreement included a $50.00 monthly parking fee. Her lease expired on October 3, 2016 and she vacated on that date. On October 1, 2016 she was charged a prorated parking fee of...

$4.84 to care for October 1-3, 2016. On October 3, 2016, her account was erroneously credited $45.00 for parking, which would have been correct had she been charged the full $50.00 parking charge on October 1st. To off-set the credit, a $45.00 charge was added to the account later in the month. The current outstanding balance consists of utility charges from September 1st through October 3, 2016.I have prepared a financial breakdown from September 1, 2016 for [redacted] and have sent it to her directly via email.On behalf of Avalon Ballston Square, I would like to thank [redacted] for her tenancy and offer my apologies for any confusion this situation has caused. Our Prior Resident department can be reached at ###-###-#### should [redacted] like to settle her balance via phone.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]

[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:It is inaccurate- It did not address the lact of customer serviceIt does not address the issues I complained about.It does not address the companies delays and absence of responces .I do not feel responsible for paying for days in which the delays were triggered by the companies lack of communication and f/u. The company failed to admit where they dropped the ball in this matterIf a company cannot accomodate my move in date- I should not be responsible for paying for that.I worked with Javon, not the property manager on this and his input was not investigated-It was explain to Javon for the 24 hours that they could not "get in touch with me" I was waorking a 12 hour shift as a nurse and had no reception in th hospital- When I received his message- I started following up via email.  I was not neglegent in communicating  as it was vebalized by "Javon" that we were playing "phone tag". My interaction with the sales manager was very pleasant  initially when I walked in to inquire about the apartment- however the majority of my communication was through Javon... All the way up until the date when I was told they could not accomodate my move . Please continue to f/u and investivate on this including the foul treatment received by the manager. Hopefully there are video recording in the facility that can be looked at.. I am fatigued by this and will not stop until there is a resolution suitable to me as a consumer. Please see initial complaint below and address all issues including explaination on the conduct of the manager: If I could give this place a below Zero I would. I was a potential Tenant and I am so happy I did not move into this property. I was almost all set to move in and then the red flags started to appear. I went in to look at the unit prior to making my final decision, and there was one person at the property- Nick, whom said I would have to come back another time because they were too busy to show me the place that I was supposed to be moving in a couple days later. I asked when I should come back because that was my only off day, and if there was a way to make that happen the same day...He said no. So I had to wait a couple days later when I could make appointment to come in. When I did  come back to see the apartment- the one I was interested in had an open water heater in the walk in closet . When I asked if that could be covered for safety, they leasing agent said he didn't think so. especially before the move in date. IT WOULD SEEM THAT THEY WOULD HAVE TRIED TO FIX THAT BEFORE ME MOVING IN. WHY WOULD I MOVE INTO A PLACE THAT WOULDNT FIX THINGS BEFORE I ACTUALLY MOVED IN?  This was no surprise because when we went back to leasing office area-   there was an angry tenant in the foyer complaining that his front door handle was broken and days passed  but his front door knob was still broken. this tenant was directed to call a maintenance number again. THE FRONT DOOR knob was broken and he was told to call a number that he clearly didn't work- because his door knob was still broken. I wound up playing phone tag with the leasing agent - so I started to sent communication via email . When the agent got back to me it was solely "when are you moving in" not " we got the repairs made that you suggested" ,  It took me a day to respond - in which I  alerted the agent that I had to push my date back a couple days  - in which he replied "he couldn't accommodate that date". I found another place that could and moved in there. Here is where things got worse with the apt complex I didn't move into . About a month later I received a phone call form a collection agency stating I owed AVA Burbank for a Reservation fee. So they charged me for days I didn't move in even though There own agents not allowing me to see the place to prep for moving and them not being able to accommodate my move in date. I was ok with leaving my security deposit- I understood that was non refundable , But I had no Idea I would be charged for not moving in because they couldn't accommodate my change in  move in date. It gets worse. I reached out to the leasing agent I was working with to inquire about any fees owed to the property because I hadn't received any thing in the mail, via phone, nor email. Which is funny because I received phone calls and emails when I was going to move in. The leasing Agent never got back to me. I called the property to inquire about these charges and I spoke with Nick again whom offered no information. I recently had a chance to go into the property because I never received anything outstanding balance bill. And Why Would they send this to collections when they clearly had multiple ways to contact me.  They most certainly did send an electronic lease - thank GOD I did not sign it!!! I spoke with the Manager Monique whom was very disrespectful, unprofessional, and unaccommodating. I felt personally attacked verbally by her . I have never felt like this before from a person in management and in a Customer Service Role. She told me I was lying about not receiving a letter from them. She argued with me and threatened to kick me off of the property. I felt belittled and taken advantage of by this company.  I showed her emails from the initial leasing agent and I where I clearly reached out to him to f/u from a phone call from the collections agency . the Leasing agent verbalized that he forwarded the email I sent asking for clarification to his manager --and she never got back to me. 3 hours later , I left the property, after talking to several customer service liaisons in there leasing center . I am  awaiting the return  phone calls of there customer service department , Residential Recovery , and Cooperate Headquarters. Oh and another tenant came in to complain about an issue they were having. BOTTOM LINE.... IT may look nice but the customer service is well bellow standard -- I would never live at any AVA /AVALON property based on this one experience at a property that I never moved into . I couldn't imagine what it would feel like to have signed a lease and had an issue that required dealing with the property manager - not sure if everyone is treated with such disrespect and discrimination !!!  Also I found a very nice and friendly place right in the same neighborhood . Don't give this place a dime. Oh ..and they were not able to verify in writing the exact dates of these charges.