Initial Business Response / [redacted] (1000, 5, 2017/05/04) */ Thank you for making us aware of this situationWe will do everything we can to resolve these complaints and hope to have a happy resident as an end resultThey are correct; we rent our apartments based on a modelThis is done as a courtesy to our current residentsMost of the time we are pre-leasing apartments where the current resident has not yet vacated; therefore, we do not want to inconvenience them or make them feel uncomfortable walking 'strangers' through their homeTo assist our new residents, we offer a walk through of their apartment before they moand sign the leaseIn addition, the residents are provided with a mocondition statement to let us know if there is anything we overlookedAccording to our records, this resident did not return that form nor did they report the carpet condition/stains to our officeWe would have taken action at that time to correct any items the new resident was unhappy withA new lease beginning April 16th, was signed and we mailed a duplicate copy to their apartmentAs a renewal gift, we will be happy to provide a complimentary carpet cleaningTo claim this gift, please contact the officeIn regards to the towing of their car, the resident is correct; they had the wrong placard/permit inside the vehiclePer our Vehicle Registration Form, ...."this permit must be hung from the rear view mirror of this specific vehicle...." To research this even further, we checked the towing records/photos to be sure an error was not madeThe wrong permit was confirmedIn regards to her son being added to the lease, our lease stipulates that all person or older must be a leaseholderDue to her son already being an 'occupant', adding him to the lease will not be necessary at this time A service request has been created to repair the dishwasher and screensAccording to our records, your refrigerator door was repaired on 3/22/If you are still experiencing problems, please contact us right away so we may take care of it for you In regards to changing the term of your lease agreement, unfortunately, we are unable to accommodate this requestOnce the lease term has begun, and it has been endorsed by all parties, the legal document cannot be alteredHowever, we do offer an Early Termination AgreementPlease contact the office if you would like some additional information We are hopeful these explanations are satisfactory and will improve our relationship with the residentsWe have won awards for our customer service and sincerely aim to please and serve our residents
Initial Business Response / [redacted] (1000, 5, 2016/05/11) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pcrminc.com Thank you for contacting us regarding your situationWe always welcome feedback to continually improve our customer service and propertyOne of the ways we ensure a satisfied customer, and a smooth moprocess, is by offering to show the apartment before the resident signs their leaseIf there are any missed items and/or issues, we resolve them immediately and continue to stay in the apartment until the resident is satisfiedIn addition, we also provide a MoStatement of Condition Addendum so they can report any items our residents may find unsatisfactory in their apartmentUpon reviewing Ms [redacted] 's addendum, the items mentioned in this complaint were not listedIf there are any maintenance problems still existing, please contact our office so we may correct them immediatelyPer our lease agreement, we do enter your apartment for emergency purposes and inspectionsThis allows us to maintain our property, and your apartment, to the standards you and our award winning community are accustomed toIn the event we are inspecting your apartment, advanced written notice is providedPer our Resident Selection Criteria, we do run background checks and nationwide criminal history reports on all our applicantsWe do not run background checks on family members unless they fill out an application and plan on residing within our communityAll persons who will be living in the apartment must pass our background checks and be added to the lease agreementPer my conversation with Ms [redacted] on May 5th, she was given contact information regarding why a photo of her family member was in her file I sincerely hope this explanation clears up any concerns and/or miscommunication regarding your apartmentIf I can assist you any further, please don't hesitate to contact me directly Thank you for your continued residency at Hampton In Highland Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) After my payment of deposit & rent was released to Hampton of Highlands Apartments, I received keys to another apartment, not the one I was shown which was in excellent conditionAfter move in I notice loud noise when using garbage disposal, cabinet handles falling off, screens falling out of patio, sections of carpet were replaced with patches and not very cleanThese problems were not found in the apartment I was originally shown prior to move inAll issues were reported on paper but not addressedIt is understandable that during emergencies the unit must be enteredHow ever I do not believe my apartment should be inspected I am not a section or low income housing recipient as your organization states they do not acceptRoutine maintenance should be conducted based on resident issues, not random demands for example:putting radon detectors in apartments randomly selected while tenants are out and are not aware if they have been selected to have this devise put in there home which states you can open windows, turn on fans and a list of other routine things you normally do in your home but due I am unable certain things in my home until they remove the deviceNow they want to check for leaks in apartments this week (always states your presence is not required)If there is no leaks reported from me or the person under me, I do not see how a leak could be a issueEvery month there is a new reason they need to enter the unit, but no repairs are made when they are there or when you submit requesta back ground check was part of the rental agreement on each person occupying the unit and of course I have no problem with this request it was completed and each person living in the apartment paid and and approved the back ground check and the occupants were completely cleared, however no mention of my family member was ever requested or mentioned during or after the back ground check was completedI have lived in Indiana for over years and never has anyone inquired about any adult family member not part of the living arrangements and this person has never lived with meMy new address is not available to the public at this time I have not updated personal credential or work information how would someone know to come to Hampton Highland apartments for this personthe occupants have no criminal back ground Final Business Response / [redacted] (4000, 9, 2016/05/20) */ Per my previous response, if there are any maintenance issues that need to be corrected in your apartment, please contact myself and/or the office directlyWe will be happy to make an appointment to enter your home to make all necessary repairs to your satisfaction To continue maintaining our apartment community, inspections are necessary and advanced notice is given to our residentsThis is covered in your lease and agreed to upon move-in Per my previous response, background checks are performed on occupants only with their signed permissionAdditional information regarding the family members photo was given to your roommate/mother on May 5thPlease call the contact number provided for more specific information Thank you again for your residency
Initial Business Response / [redacted] (1000, 5, 2017/05/04) */ Thank you for making us aware of this situationWe will do everything we can to resolve these complaints and hope to have a happy resident as an end resultThey are correct; we rent our apartments based on a modelThis is done as a courtesy to our current residentsMost of the time we are pre-leasing apartments where the current resident has not yet vacated; therefore, we do not want to inconvenience them or make them feel uncomfortable walking 'strangers' through their homeTo assist our new residents, we offer a walk through of their apartment before they moand sign the leaseIn addition, the residents are provided with a mocondition statement to let us know if there is anything we overlookedAccording to our records, this resident did not return that form nor did they report the carpet condition/stains to our officeWe would have taken action at that time to correct any items the new resident was unhappy withA new lease beginning April 16th, was signed and we mailed a duplicate copy to their apartmentAs a renewal gift, we will be happy to provide a complimentary carpet cleaningTo claim this gift, please contact the officeIn regards to the towing of their car, the resident is correct; they had the wrong placard/permit inside the vehiclePer our Vehicle Registration Form, ...."this permit must be hung from the rear view mirror of this specific vehicle...." To research this even further, we checked the towing records/photos to be sure an error was not madeThe wrong permit was confirmedIn regards to her son being added to the lease, our lease stipulates that all person or older must be a leaseholderDue to her son already being an 'occupant', adding him to the lease will not be necessary at this time A service request has been created to repair the dishwasher and screensAccording to our records, your refrigerator door was repaired on 3/22/If you are still experiencing problems, please contact us right away so we may take care of it for you In regards to changing the term of your lease agreement, unfortunately, we are unable to accommodate this requestOnce the lease term has begun, and it has been endorsed by all parties, the legal document cannot be alteredHowever, we do offer an Early Termination AgreementPlease contact the office if you would like some additional information We are hopeful these explanations are satisfactory and will improve our relationship with the residentsWe have won awards for our customer service and sincerely aim to please and serve our residents
Initial Business Response / [redacted] (1000, 5, 2016/05/11) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pcrminc.com Thank you for contacting us regarding your situationWe always welcome feedback to continually improve our customer service and propertyOne of the ways we ensure a satisfied customer, and a smooth moprocess, is by offering to show the apartment before the resident signs their leaseIf there are any missed items and/or issues, we resolve them immediately and continue to stay in the apartment until the resident is satisfiedIn addition, we also provide a MoStatement of Condition Addendum so they can report any items our residents may find unsatisfactory in their apartmentUpon reviewing Ms [redacted] 's addendum, the items mentioned in this complaint were not listedIf there are any maintenance problems still existing, please contact our office so we may correct them immediatelyPer our lease agreement, we do enter your apartment for emergency purposes and inspectionsThis allows us to maintain our property, and your apartment, to the standards you and our award winning community are accustomed toIn the event we are inspecting your apartment, advanced written notice is providedPer our Resident Selection Criteria, we do run background checks and nationwide criminal history reports on all our applicantsWe do not run background checks on family members unless they fill out an application and plan on residing within our communityAll persons who will be living in the apartment must pass our background checks and be added to the lease agreementPer my conversation with Ms [redacted] on May 5th, she was given contact information regarding why a photo of her family member was in her file I sincerely hope this explanation clears up any concerns and/or miscommunication regarding your apartmentIf I can assist you any further, please don't hesitate to contact me directly Thank you for your continued residency at Hampton In Highland Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) After my payment of deposit & rent was released to Hampton of Highlands Apartments, I received keys to another apartment, not the one I was shown which was in excellent conditionAfter move in I notice loud noise when using garbage disposal, cabinet handles falling off, screens falling out of patio, sections of carpet were replaced with patches and not very cleanThese problems were not found in the apartment I was originally shown prior to move inAll issues were reported on paper but not addressedIt is understandable that during emergencies the unit must be enteredHow ever I do not believe my apartment should be inspected I am not a section or low income housing recipient as your organization states they do not acceptRoutine maintenance should be conducted based on resident issues, not random demands for example:putting radon detectors in apartments randomly selected while tenants are out and are not aware if they have been selected to have this devise put in there home which states you can open windows, turn on fans and a list of other routine things you normally do in your home but due I am unable certain things in my home until they remove the deviceNow they want to check for leaks in apartments this week (always states your presence is not required)If there is no leaks reported from me or the person under me, I do not see how a leak could be a issueEvery month there is a new reason they need to enter the unit, but no repairs are made when they are there or when you submit requesta back ground check was part of the rental agreement on each person occupying the unit and of course I have no problem with this request it was completed and each person living in the apartment paid and and approved the back ground check and the occupants were completely cleared, however no mention of my family member was ever requested or mentioned during or after the back ground check was completedI have lived in Indiana for over years and never has anyone inquired about any adult family member not part of the living arrangements and this person has never lived with meMy new address is not available to the public at this time I have not updated personal credential or work information how would someone know to come to Hampton Highland apartments for this personthe occupants have no criminal back ground Final Business Response / [redacted] (4000, 9, 2016/05/20) */ Per my previous response, if there are any maintenance issues that need to be corrected in your apartment, please contact myself and/or the office directlyWe will be happy to make an appointment to enter your home to make all necessary repairs to your satisfaction To continue maintaining our apartment community, inspections are necessary and advanced notice is given to our residentsThis is covered in your lease and agreed to upon move-in Per my previous response, background checks are performed on occupants only with their signed permissionAdditional information regarding the family members photo was given to your roommate/mother on May 5thPlease call the contact number provided for more specific information Thank you again for your residency