Katy Place Apartments

Complaint: ***
I am rejecting this response because:I never indicated at any point of our conversations that I was "ok" with being charged for cleaning services I called Marianne back after she left a message explaining the invoice date and told her I wanted to know why I was charged and she stated because it was dirty, you didn't vacuum When she finally found the email stating she told me not to do this after my pre-checkout on 6/(which she argued saying she would never tell anyone not to vacuum), she stated she needed to look through my paperwork and call me back That's when she emailed me stating my entire apartment was dirty I still stand by my original statement where they never contacted me to tell me that they were doing a spray and that I would need to vacuum If you will look at the attached files that include my phone records where you can see that I never received a phone call from their office on the date of 6/21, therefore I could not have received a voicemail with information to vacuum I also asked *** if he spoke to anyone in my apartment, as I was no longer living there, but my roommate was, and he said "Not that he could recall" He stated that he believed the office told him that no one would be home to vacuum, that we were going out of town If you read the email chain that is also attached and go to the email dated 6/26, you will see where she said that "he told the person living there that they would need to vacuum times a day until move out" In her response to this claim, she stated " ***, had called *** while I was in the office and left a message about the need to vacuum before she moved out, in order to get rid of the fleas. I overheard her call and her voice message" So again, she is being inconsistent with what she has said was done Also, if no one was going to be around to vacuum, why would they schedule a spray knowing this would not help? I also still believe that when I signed my checkout sheet, I had no idea I would be charged for cleaning as John did not go over each dirty item letting me know I would be charged the cleaning She states in the emails that this was not his responsibility, however, when I transferred from #*** and had already turned in my keys, *** contacted me saying that there were a few more areas that needed a little more cleaning and wanted to give me the opportunity to do it myself so that I would not be charged Why would this time be any different? I also can tell you that the part that states "FLEAS! HORRIBLE!" and "Suggest replacing carpet/mats" was not written on the check-out sheet Why would "Suggest replacing carpet/mats" be on there if they had already told me this would be done? I continue to support my initial complaint
Sincerely,
*** ***

[redacted] called and wrote me several emails on 7/26/16, about her deposit refund check that she had received.  Her first phone call to me was to ask why her cleaning bill had a date of 6/27/16 on it when she moved out on 6/28/16.  I explained to her that there were other units on that...

bill, and the first one listed was for date of service of 6/27, which is probably why the bill said that.  I did not receive the bill by email, however, until 7/1, and [redacted]'s apartment was cleaned by the cleaning company on 6/30.  She seemed ok with that at first, then wanted to know why we had charged her at all and insisted that she had been told there would be no cleaning fee.  When speaking with my employee's, no one had told her she would not be charged.  I told her that I remembered her unit had an extensive amount of fleas, and that we had to have the unit sprayed several times.  She started to get very upset, because I had sent her an email on 6/20 (after I had finished her pre move out inspection that occurs 2 weeks before residents move out) that explained to her that she didn't have to vacuum her apartment (because we were going to have to replace it), and only would have to do a regular clean on the unit (especially in the kitchen.)  I explained that our office had contacted her twice after that inspection to tell her that she had fleas, and that she needed to vacuum after [redacted] came by to spray.  She insisted that nobody had ever come to spray her unit before she moved out, and that she never received a phone call.  At the time this occurred (6/21), an associate of mine, [redacted], had called [redacted] while I was in the office and left a message about the need to vacuum before she moved out, in order to get rid of the fleas.  I overheard her call and her voice message, though [redacted] says that no one called.  [redacted] took it upon herself to call [redacted] on 7/26/16 to see if they had been to spray before she moved out.  The associate she spoke with told her that he could not find documentation of them spraying, so she emailed us again to let us know that we lied to her.  I then called our representative, [redacted], from [redacted] and he provided me with 3 tickets on 3 different dates (it took 3 times to spray to get rid of the fleas) that they had sprayed [redacted]'s unit.  All of these sprays occurred after the email I sent her telling her we had just finished her pre move out, and before the new tenant moved in.  These sprays occurred on 6/22, 6/27 and 6/29. I explained to [redacted], however, that we did not even charge her for these flea sprays, and only charged her for cleaning.  We charged for cleaning because it was dirty (not filthy, just dirty).  When explaining all of this to [redacted] in 1 phone call and in emails, I was never rude or disrespectful to her.  Only explaining why she was charged.  She indicated that she would have cleaned better had she known that we were going to charge her, but she did a walk-through with our associate John, and he went through the checklist of what was dirty, and asked her to sign off on it which she did.  When we receive keys and a signed checkout sheet, that is proof that the resident has moved out, and we start contractors on painting, cleaning and carpet in that unit.  That is what we did with [redacted]'s move-out just as with any other move out.  [redacted] received a cleaning checklist that explained what to clean in the unit, and did not clean it to our specifications, so she was charged a clean for the things that were dirty.  I have attached the cleaning bill, her move out checklist that she signed, all three tickets from [redacted], and a picture of her oven, which was one of the things dirty in the apartment.  I wanted to attach more documentation of different dirty items in the apartment, as well as our cleaning checklist that we give all residents who are moving to go by, but it would not let me upload any more documents.  The fact that [redacted] did not vacuum, has nothing to do with the charges she received for cleaning.  It only made getting the apartment ready a more difficult job because several of our employees were bitten severely by the fleas coming from her unit, before [redacted] was able to get rid of them.  Again, non of my employees told [redacted] that she would not be charged for cleaning, and only did their jobs in this manner.  Nobody has been rude to her, only firm, in that when an apartment is not clean, a resident will get charged for cleaning upon move out.  Since we have proper documentation of all of this, and [redacted]'s signature on the checkout sheet, (including 3 flea treatments that we did not charge her for), I do not see how there can be a dispute of charges.  I understand that it is hard to lose money to cleaning charges, but we only charge what we are charged from our cleaning company and nothing more.  I am sorry if there was any misunderstanding involving [redacted] and Katy Place, and of course wish her the best in all future rental endeavors.  This situation in no way puts her in a bad position with Katy Place, and I will always be happy to give her a good rental reference should she move again and need one from us.