Investment Concepts

We are in receipt of your letter dated January 19, and received in our office on January 24, We appreciateyou notifying us of this complaint in regards to “Refund or Exchange Issues”.On 1/8/18, [redacted] called our office inquiring about the Craigslist add we had up where we were advertising astudioI provided her with information about cost, size and deposit for the studios that we had available (it included 2studios at $and remodeled studio at $1220).On 1/9/18, [redacted] called to state that she would like to stop by our leasing office and possibly apply for one of thestudios we had availableI had informed [redacted] that we had no apartment to show at that time as they were all stilloccupied, but we could tour the property if she arrived by 5pm [redacted] arrived at our leasing office at about 5:pmand we close the office at 5:30pmWe advertise that we stop showing the property at 5pm due to it getting dark earlyand it was raining on that specific day as wellI mentioned to [redacted] that due to the time I would not be able to showthe property and she acknowledged it and did not have a problem with that at all and did not seem disappointed aboutit either [redacted] was even apologetic at the fact that she had arrived late and was thinking about coming back thefollowing day at around the same time to apply for the studioI had informed [redacted] that it was her choice but I didmention to her that earlier on that day one of the $studios had been rented and we did not guarantee that theother $studio would still be available by that same time the following day, as apartments are rented on a firstcome first serve basis and require an application and $holding deposit.I offered to stay a few minutes later that day to wait for her so that she could fill out her application and go purchase themoney order for the holding deposit of $She did not want to miss this opportunity and was willing to apply thatsame day without even looking at an apartment or the property [redacted] was thankful and apologetic at the fact that Iwas willing to stay after hours to allow her to apply for the studio.On 1/11/18, [redacted] 's application was approved with a Full Deposit of $or she could have a co-signer help herlower the depositOn that same day, I had left a message for [redacted] informing her of her application approval andsent her an e-mail about it as wellWe did not hear from [redacted] until 1/15/18.On 1/15/I contacted [redacted] to follow up with her and ask how she would like to proceed now that she had beenapproved [redacted] claimed that she had not received my voicemail and that she had not checked her e-mailAt thattime I congratulated her and informed her that she had been approved, however she would have to pay the full depositor bring a co-applicant and that she had hours to decide whether she wanted to keep the apartment or cancel to gether $deposit back [redacted] then asked me if she could see an apartment and tour the property because she hadbeen approved at another place and would like to see the apartment to make a decisionI told [redacted] that we wouldbe able to show her the apartment because the studio was available to show at that time, as it had been vacated andclean[redacted] showed up on 1/15/to see the apartment and tour the propertyWhen I took [redacted] to view theapartment, she realized that the studio she had applied for did not have a patio and stated that not having a patio was adeal breaker for her and would have to cancel with usI showed her that the remodeled studio going for $did havea patio and I offered her that apartment but she rejected it because of the price [redacted] then asked if we could refundher the $application fee due to the "false" advertising on Craigslist about apartments having patios/ balconiesIapologized to [redacted] but told her that we could not refund the $as we do use that money to pay the third partycompany to run her creditI mentioned to her that the Craigslist add advertises all our apartments in general becausethe majority do have patios or balconiesI mentioned to her that most of our applicants move in without even viewingtheir future apartment and that we have never had an issue like this beforeI also did remind her that she was willing toapply without even looking at the apartmentShe agreed and stated, "This would be a lesson learned." She wrote us aletter of cancellation and I returned her $deposit.In conclusion, [redacted] had a choice to apply for an apartment without viewing it and she decided to applyShe also didsign the credit check ATS Addendum where she agrees and understands that the $application fee is non-refundable.If I can be of further assistance, please feel free to call me at my office at [redacted] .Respectfully, [redacted] ***Community ManagerVista Sun Apartments