Horizon Realty Advisors

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 meSincerely, [redacted]

I spoke to *** *** on Sunday July 17, after finding out that due to an internal miscommunication and business travel that this had not been followed up
Mrs*** was extremely reasonable and understandably upset that her daughter had returned to her apartment which had been occupied by an
unknown resident to both the property team and the residents of the unitFurther investigation by the property team has discovered a roommate had subleased the apartment during the summer without approvalThis is being dealt with now to ensure appropriate accountability of the situation
The unit will be fully cleaned immediately and all locks have been changedWe anticipate the lease holder that caused the issue will move out within the next few days
In reference to the service and follow up Mrs*** experienced, it's completely unacceptable and I've apologized on behalf of the property and company for any and all negatively perceived interactionsI felt this was the area in which we failed to meet our customers’ expectations and apologized for this
When I spoke to Mrs*** yesterday, I explained that we would have the unit ready for occupation again by today, assuming there's no delays with vendor availabilityI also confirmed that we have a new unit with a roommate of the residents choice available from August 5thFair and reasonable compensation will be given to the resident for the inconvenience and delay with managing the situation once all has been resolved.
I will personally follow up to ensure these actions are managed appropriately
Andrew H*** - Senior VP

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. Sincerely, [redacted]

Below is the text from the gentleman to Ms. [redacted] and her husband that was sent to them on 10/6/16. Ms. [redacted]’s husband responded to the initial email to let the gentleman know that the damage to the vehicle in question had happened in August of 2015. He stated he would get a copy of the police...

report and forward it to his attorney.   “ On Thursday, October 6, 2016, [redacted] <EMAIL REMOVED> wrote:   Hi,   I was getting ready to go to class last Wednesday when I saw a large dent was in the side of my mom's car. I had the car on campus for only that week for a drive I had to make up to visit my grandpa in New York.    I called the police to file a claim, and the police officer noticed your car had matching damage and was still in the same lot as mine. My car had white paint on it, and yours had gray (the color of my car), and he ran your plates and said he would contact you.   I really would just like to get my car fixed without going through the claim process and burdening my mom  so I'm reaching out to you to work it out ahead of time. I attached images of my car and yours below.    Please contact me as soon as possible because I don't want to pursue legal action. Thanks   -[redacted]”   Mr. [redacted]eply: “From: [redacted] <EMAIL REMOVED> Date: Thursday, October 6, 2016 Subject: Car To: [redacted] <EMAIL REMOVED> [redacted],   I am sorry for what happened to your car.   I have never been contacted by the police.  I just received your email.     Interesting, you are now the second person from University Edge that has made the same claim.  It is hard to believe that I hit both of your vehicles since the damage you are pointing to occurred in August of 2015.   If you want to pursue legal action, that is up to you.  I will get a copy of the police report and forward imy attorney.     Please feel free to contact me.   [redacted] C[redacted]”     Ms. [redacted] initially spoke to the Assistant Manager about her concern. The property team asked to see the email with supporting photos from the incident. The email stated the gentleman was on campus, not on off-campus property, when he noticed the damage to his car. He mentioned he had filed a police report. The property did not receive any photos, but after a further escalation and request from the Senior Vice President (SVP), the photos were emailed on 11/28/16.   After looking at the photos, there is no clear identification where the cars are located. Furthermore, the initial email was sent to a University of Notre Dame managed email address, however the property only has an outlook email contact address for Ms. [redacted]’s husband, [redacted]. In the claim, University Edge is not mentioned as the scene of the accident. All staff members were interviewed and all stated they have no prior knowledge of this incident. Every staff member stated that they did not, and would not give out personal information. This is in line with company policy.   It was concluded that it was highly unlikely information was given out by property staff. The SVP advised Ms. [redacted] on 11/22/16 of the results of the investigation. She replied requesting lease termination options. The site has been assisting to try to find someone to take over the lease.There have been several calls and email communications between the SVP and Mr. [redacted]s. Mr. [redacted]s has requested to have the lease terminated which has been denied due to there not being sufficient justification, as stated above.  We welcome the opportunity to add detail but through an attorney going forward since we have not been able to resolve directly. Any compensation claim will need to be directed through this process and further actions directed to damage the business's reputation, may result in further action.