Inland Southern Management

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[redacted]   [redacted]   Thank you for allowing us the opportunity to respond to the concern of [redacted] formerly a Guarantor on the lease for [redacted]...

[redacted].  As referenced in your correspondence, this is Revdex.com Case ID #[redacted].   We regret that [redacted] has concerns regarding a requested refund of a payment made on the account for [redacted].  Please allow me to address each of these concerns in the paragraph below;   It was noted on [redacted] that two of the three current residents on the lease agreement would not be renewing the lease for [redacted].  They decided to complete a Roommate Change at Renewal process that would drop [redacted] from the lease effective [redacted].  On [redacted], [redacted] submitted an Outgoing Resident Vacating Notice agreeing she did not intend to renew the lease at [redacted].  The Outgoing Resident Vacating Notice that was submitted states the outgoing resident acknowledges “Security deposit plus interest (if applicable) will be returned within forty-five (45) days of lease expiration, pending the submission of all necessary paperwork, required deposits and fully signed renewal/roommate change lease to the Welcome Center.  Pet deposits will be divided into equal amounts (unless otherwise specified in writing) and the resident that is vacating will receive his/her share of the deposit.  I understand that Foxridge will not refund any payment(s) that have been applied to rent.”  I have attached the signed Outgoing Resident Vacating Notice for reference.     It is the responsibility of all parties of the lease to ensure the correct amount of rent is submitted in full and on time.  The lease agreement that [redacted] and [redacted] signed, dated [redacted] – [redacted], states “Resident(s) and Guarantor(s) acknowledge the reading & understanding of this agreement & do further acknowledge that the lease is inclusive of all terms & conditions set forth on pages 1, 2, 3, & 4 of this document.  The resident(s) acknowledge(s) that he/she/they, will abide by the terms and conditions of this lease which includes pages 1, 2, 3, & 4.”  On page 2 of the lease agreement, Article #1 states, “All parties whose names are signed to this agreement shall be jointly & severally liable to Owner for rent as well as any deposits required herein.”  Since the lease agreement is a joint lease, the residents are responsible to communicate with each other on what amounts will be paid from whom.  Foxridge cannot tell individual parties to the lease that they are responsible for a specific amount.  Foxridge can only communicate the total monthly charge that is due.    From a customer service standpoint, many members of our staff assisted the current and previous residents, reviewing which payments were made on which dates and tried to facilitate how they could communicate this to one another to come to an agreement.  The money on the account was applied to rent as specified in the lease agreement.    We have many different payment options for our residents.  One of which is an online payment system that the resident sets up and has full control over, including what amount and when payments are made.  It is completely voluntary on the resident’s part and Foxridge does not interfere with what the resident selects.  The payment of $402.34 that Ms. [redacted] is referencing was pulled on [redacted] as that is the date and amount she requested to be drawn.    Ms. [redacted] was a valued resident of our community.  I regret that the end of her residency was not an enjoyable experience.  We value the feedback from residents and use their feedback to improve our resident services.  This correspondence should offer some clarity on the denial of the requested refund.  [redacted] and [redacted] can reach me by email ([redacted] ) or by phone at ###-###-#### for further discussion.  I welcome the opportunity to personally address the concerns.                 Thank you again for the opportunity to clarify the information submitted in this claim.  If you have any further questions, please contact me at ###-###-####.   Sincerely,    [redacted] Assistant Community Manager Foxridge and Hethwood Apartment Homes     Cc; file

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would have preferred additional reimbursement but understand why that's not being provided.I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am sure some damages are not caused by me. I have called [redacted] three times. However, I could not reach her. Her employees just said she was not available. I am wondering she is working there or not. Each time, I called her during the working hours.I feel that they just want to delay and make me drop this issue by myself. They are certainly not honest. 
Regards,
[redacted]

Thank you for allowing us the opportunity to respond to the concern of [redacted] of [redacted], Blacksburg, VA 24060. As referenced in your correspondence, this is Revdex.com Case ID#[redacted].We regret Mr. [redacted]’s concerns regarding maintenance service in our community. Our team makes...

every effort to ensure resident satisfaction and respond to all service requests in an appropriate time period. Below addresses Mr. [redacted]’s specific requests:Documentation of Washing Machine and Dryer Repairs:Foxridge and Hethwood Apartment Homes works with a third party vendor ([redacted]) to supply two washing machines and two dyers in our laundry rooms per building. Our Welcome Center Service Coordinator received notification on Monday, 4/25/16, regarding a concern with the washing machine located in the 5800 building. An out of order sign was posted on the washing machine along with a service request to [redacted] to complete the repair on 4/25/16. [redacted] documented that the repair was completed on 4/27/16. Mr. [redacted] completed an online service request at 4:40pm on 4/27/16 reporting that the washing machine was still not working along with the dryer. Another request was made with [redacted] to complete the repair and another out of order notice was placed on both the washing machine and the dryer. [redacted] reports that all repairs were made and equipment working on 4/29/16. In addition to responding to both resident and management requests for service, [redacted] completes an annual inspection and preventative maintenance on all equipment throughout the community. The most recent routine inspection was completed in February.[redacted] refunds users for any coins lost in their machines due to a maintenance issue or malfunction. [redacted] requests that residents contact them directly at ###-###-#### to receive refunds. Please contact me directly if Mr. [redacted] is experiencing problems receiving a refund from [redacted] so that we may facilitate his service claim.Rent Increases:Rental rates are evaluated on a daily basis regarding market demands and operating expenses. Market rates are set and approved by management. Specific items that are considered when setting rates includes utility expenses (gas, water, storm water runoff, trash removal, recycling and electricity), state and county taxes, necessary community improvements, insurance costs and operational expenses. During the renewal period for a lease agreement, these market rental rates are taken into consideration for the renewal lease term and a new rental rate is offered. Residents are provided the renewal rate in advance and make the determination on whether to move forward and committing to the new rental rate. After reviewing Mr. [redacted]’s resident file, the rental increase on the renewal lease is $18/month from the 2015-2016 lease term to 2016-2017 lease term. However, the residents were able to secure a $200 signing bonus for the renewal lease term. Therefore, there was a very minimum renewal increase and not the noted 10% in the claim. Foxridge and Hethwood Apartment Homes will address any ongoing concerns with the apartment home and a need for any replacement of items within the apartment home at any time during the lease agreement. Residents are encouraged to report needs to the Welcome Center. I am happy to meet with the resident and review his rental rates in detail along with any needs in his apartment home.Request for Pesticides used at Bus Stops:A professional licensed exterminating company is used to manage extermination needs within the Foxridge and Hethwood Communities. They do not treat open air spaces such as the bus stop. If there is a concern with a specific bus stop, which would include a bee’s nest, this should be reported for service. We can then facilitate removal of any nest and determine the potential need for application of any pesticide. Resident safety is a top priority. Please notify our office directly if there is a specific concern at a bus stop.Resident Surveys:Our management team encourages our residents to always provide feedback. We do participate in a survey program that contacts our residents and requests resident comments. There are also survey links included on our website, [redacted], where residents can provide feedback after a service request is completed in their apartment home or whenever they would like to share comments. Please see the Resident Survey and the Service Survey located under the Resident tab on our website. Our team also welcomes our residents to stop by any time during our office hours to provide feedback. The Welcome Center is open seven days a week.Noted On-going Maintenance Concerns:I have reviewed service requests reported in the apartment home referenced in this claim during their residency in our community. The report shows that all requests made by the apartment home have been completed and our service tickets have been closed.Please note the information below documenting our response to the specific concerns noted in case #[redacted]:? Toilet: The only service request showing regarding concerns with a toilet was placed on 9/30/15 and is showing that it was completed on 9/30/15.? Medicine Cabinet: Concerns reported on 3/2/16 and addressed on 3/4/16. Concern reported again on 4/27/16 and addressed on 4/29/17.? Extermination Concern with Silverfish: There is no record of this concern reported to the Welcome Center.I encourage the resident to please contact our office directly if they are experiencing any current service problems in their apartment home and our team will appropriately address.Thank you again for the opportunity to clarify the information submitted in this claim. My personal contact information can be found in the signature line of this letter and I welcome the opportunity to personally address his concerns. If you have any further questions, please contact me at ###-###-####.Sincerely, [redacted]Senior Assistant Community ManagerFoxridge and Hethwood Apartment Homes[redacted]