Dear ***,Thank you for following up with the move out of the home at [redacted] **I appreciate the time and energy you have invested in reviewing the security deposit itemizationFor clarification, I will address each issue as listed in your Revdex.com complaint.1) Party: I apologize if there was any confusion regarding the party in early May which is the particular one I am assuming you are referring toAccording to [redacted] police and a private patrol agency, all four apartments were involved in the party that consisted of more than people2) Construction: All apartments were posted with a notice informing them up of the upcoming exterior stucco repairI apologize if the work created a difficult studying atmosphere as that was not the intention while the building was improved.3) Condition at move in: I have reviewed the move in documentation including pictures and found that all items in the home were noted to be in clean and intact conditionThis condition was signed and agreed to by ***, the resident present, on July 24th, I would be happy to send you pictures documenting the conditionSheraton’s modocumentation is extremely thoroughThe mofor this unit is pages and pictures and clearly shows #as to be in excellent conditionThe full mois available for your review at your request 4) Charges: Upon review of your initial complaint letter to our company along with the manager’s responses, all charges are reasonable in consideration of the amount of work needed to be doneA page packet was provided to the residents on April 27th that detailed what cleaning and general condition was needed in order to receive a full deposit refund along with hourly quotes for cleaning and paintingThis packet also emphatically emphasizes the necessity to have a resident or personal guarantor present at the scheduled move-out date and timePhone calls were also made to emphasize thisNo resident or personal guarantor chose to be presentOver 95% of the disputes that arise are from those who chose to not attend the move-out inspectionJust as was mentioned above, the move-out inspection is well documented and includes pages and picturesThe contrast between the moand move-out is easily identifiable a) Cleaning: Given the size of the home and that almost every item needed deep cleaning, the cost reflects the time needed to bring the home back to the agreed upon move in conditionPlease let me know if you would like pictures as an example b) Freezer bar: As with most professional services, we are charged a visit and/or diagnostic fee for a technician to assess the damage in order to find a replacement partThe labor time is discounted in consideration of this visit fee and only an additional $was charged for the two repairs that were done c) Unlabeled charges: On your original deposit itemization, there were two charges that had estimates of $2,and $I sincerely apologize that these items were not clearly labeled for the repair that the estimate was on as this was an oversight on our partAs you saw on your revised deposit itemization that was sent out weeks later, the estimates were for carpet replacement and the refrigerator repair mentioned earlierI have confirmed with the manager that he recently sent you additional copies of invoices including the original carpet replacement invoice as per your email requestIf you have not received this, I would be happy to send them again directly to you.***, I understand your frustration and please be assured that we do not take these complaints lightlyOur goal is to provide a wonderful housing experience and we do everything in our power to provide a clean and well cared for home for our residentsWe are not taking advantage of students, co-signers or any other resident that we care forAs our letter in the move out instructions says, we provide ample opportunities for inspections, cleaning lists, and even an online video to help avoid any frustration and confusion during this timeI apologize that this has been your experience in renting with us and hope that these answers clarify the issuesPlease feel free to contact me personally for additional documentation of the home or simply to discuss ideas to prevent misunderstandings like this in the future Thank you for your attention in this matter and best wishes for the future.Sincerely, [redacted] Sheraton Real Estate Management [redacted]
Dear ***,Thank you for following up with the move out of the home at [redacted] **I appreciate the time and energy you have invested in reviewing the security deposit itemizationFor clarification, I will address each issue as listed in your Revdex.com complaint.1) Party: I apologize if there was any confusion regarding the party in early May which is the particular one I am assuming you are referring toAccording to [redacted] police and a private patrol agency, all four apartments were involved in the party that consisted of more than people2) Construction: All apartments were posted with a notice informing them up of the upcoming exterior stucco repairI apologize if the work created a difficult studying atmosphere as that was not the intention while the building was improved.3) Condition at move in: I have reviewed the move in documentation including pictures and found that all items in the home were noted to be in clean and intact conditionThis condition was signed and agreed to by ***, the resident present, on July 24th, I would be happy to send you pictures documenting the conditionSheraton’s modocumentation is extremely thoroughThe mofor this unit is pages and pictures and clearly shows #as to be in excellent conditionThe full mois available for your review at your request 4) Charges: Upon review of your initial complaint letter to our company along with the manager’s responses, all charges are reasonable in consideration of the amount of work needed to be doneA page packet was provided to the residents on April 27th that detailed what cleaning and general condition was needed in order to receive a full deposit refund along with hourly quotes for cleaning and paintingThis packet also emphatically emphasizes the necessity to have a resident or personal guarantor present at the scheduled move-out date and timePhone calls were also made to emphasize thisNo resident or personal guarantor chose to be presentOver 95% of the disputes that arise are from those who chose to not attend the move-out inspectionJust as was mentioned above, the move-out inspection is well documented and includes pages and picturesThe contrast between the moand move-out is easily identifiable a) Cleaning: Given the size of the home and that almost every item needed deep cleaning, the cost reflects the time needed to bring the home back to the agreed upon move in conditionPlease let me know if you would like pictures as an example b) Freezer bar: As with most professional services, we are charged a visit and/or diagnostic fee for a technician to assess the damage in order to find a replacement partThe labor time is discounted in consideration of this visit fee and only an additional $was charged for the two repairs that were done c) Unlabeled charges: On your original deposit itemization, there were two charges that had estimates of $2,and $I sincerely apologize that these items were not clearly labeled for the repair that the estimate was on as this was an oversight on our partAs you saw on your revised deposit itemization that was sent out weeks later, the estimates were for carpet replacement and the refrigerator repair mentioned earlierI have confirmed with the manager that he recently sent you additional copies of invoices including the original carpet replacement invoice as per your email requestIf you have not received this, I would be happy to send them again directly to you.***, I understand your frustration and please be assured that we do not take these complaints lightlyOur goal is to provide a wonderful housing experience and we do everything in our power to provide a clean and well cared for home for our residentsWe are not taking advantage of students, co-signers or any other resident that we care forAs our letter in the move out instructions says, we provide ample opportunities for inspections, cleaning lists, and even an online video to help avoid any frustration and confusion during this timeI apologize that this has been your experience in renting with us and hope that these answers clarify the issuesPlease feel free to contact me personally for additional documentation of the home or simply to discuss ideas to prevent misunderstandings like this in the future Thank you for your attention in this matter and best wishes for the future.Sincerely, [redacted] Sheraton Real Estate Management [redacted]