Larson Development

Re: Revdex.com Case # [redacted] by [redacted] re Larson Development To Whom It May Concern: This letter is to serve as a formal response to the above referenced claim number filed by [redacted] with the Revdex.com of Central Virginia /> We are sorry that [redacted] is dissatisfied with the unit she rents from [redacted] ***,which was developed, but is not owned by Larson DevelopmentWe would like to address her claims below and ensure that we will work with [redacted] to remedy any issues she might have We are sorry that [redacted] has had problems with the in her unit [redacted] has, as far as we are aware, always had Internet in her unitThe advertisement for "all utilities included" includes basic [redacted] and Internet as well as additional utilitiesWe contract with a third party to provide Internet and [redacted] to each unitUpon motenants call the third party provider to set up the [redacted] in their name, at which point the third party provider is made aware that there is a tenant in the unit and associates the name with the Internet account for the unitWe do not provide as an included utility, but rather as a promotional extra within select unitsInternet is always hardwire to one outlet within a bedroom closetThe Internet will always be one in a unit unless there is an outage in the area, a third party equipment failure occurs or tenants are using peer-to-peer software on one of their devices [redacted] lease began in January At the time [redacted] signed her lease we included an [redacted] wireless router as an extra amenity in the unitFrom January to April 2014, the leasing office did not have any complaints about the Internet or within her unitIn late April and indicated [redacted] was having problems with her Wi-FiWith the limited information we had and given that [redacted] lived in a brand new building, we determined it might be a wiring issue within the unitWe scheduled a contractor to come look at the wiring within her unitThe contractor came on April 24,and after testing the wiring reported that everything was working properly We did not hear of any additional complaints regarding the Internet and believed everything to be working properlyHowever, late on Friday, May 16,2014, [redacted] asked us to look at the InternetUnderstanding that it would be inconvenient not to have Internet throughout the weekend, two office staff members who do not work on Saturdays took time out of their weekend to look at [redacted] Internet on Saturday, May 17,while she was at homeThey determined that the Intemet was working fine, but the Wi-Fi/router was notThey performed a simple reset of the wireless router in [redacted] closet and the began workingAfter it was established that the Internet and were operable, [redacted] was still unable to connect her computer to Wi-FiOne staff member remained with *** [redacted] even after the was working and spent nearly an hour trying to get [redacted] computer to connect to the wireless router in her apartment.Several other devices, including enabled phones and other computers were able to connect to the routerIt was therefore determined to be a problem with [redacted] computer itselfWhen the staff member left both the Internet and were working The office did not receive any additional complaints about the in *** [redacted] unit for five months [redacted] did email maintenance on September 14, indicating she had an issue with her Wi-FiDue to some issues other tenants had experienced after an Internet outage in the area,the office believed that there was an issue with the Internet itself rather than it being a router/problemWe responded to [redacted] email and asked her to call the Internet provider so that they could trouble-shoot the issue from their end with her on the phone [redacted] did not contact the third party provider until October 6, at 5:43p.mand the provider called [redacted] back the next morning and left her a message instructing her to bypass the router to see if the Internet jack was working, which [redacted] did and verified the Internet was workingWe did not hear from [redacted] until October 13,2014, wherein [redacted] advised us that the third party provider had confirmed the Internet was working but suspected the Wl-f I connectivity problem was with the router in her unitUpon learning this information, a staff member contacted [redacted] that same day and asked if he could have permission to enter her unit to look at the router*** [redacted] granted permission and the staff member actually used his own lunchtime to trouble shoot the problem with [redacted] Wi-FiHe determined that [redacted] had plugged the router into the wrong outlet in the closetWhen the staff member plugged the router into the correct outlet, the worked immediatelyHe communicated this to [redacted] and asked her to contact him if she needed anything further We apologize for any misunderstanding with the wi-Fi, but at all times we went into the unit the Internet which is included in [redacted] rent was workingWe understand that it may be inconvenient for residents to call the third party provider, but this is the procedure that we have been asked to follow by the providerThey have instructed the office to have tenants call them directly rather than attempting to fix issues ourselves as they are more appropriately equipped to deal with cable and Internet issuesIf tenants give us a ticket number that is assigned to them we will follow up with the provider directly on the tenant's behalf We can only help tenants that actually communicate problems to us in a timely mannerWe do not know about issues if we are not made aware of themWe suggest that in the future if [redacted] has any issues with the or Internet, she email our maintenance email address and call the providerIf she provides us with the ticket number given to her by the provider, we can then follow upIf she has an issue with getting in touch with the provider, she can email us and we will follow upIf she communicates problems to us initially and then provides us with updates we will certainly do whatever is necessary to resolve any issues that arise [redacted] has indicated that she incurred a $overage charge for data in September, so the office has agreed to deduct $from her November rent as a means of compromise Entry into [redacted] Apartment: Prior to September 26, 2014, we had not received a complaint from [redacted] about her door allegedly being left unlocked by maintenanceIt was not until [redacted] sought to break her lease contract and inquired into the fees for doing so, that the brought this and other issues upOn September 25,2014, we emailed [redacted] and informed of the lease breakage fees under the terms of her leaseShe responded on September 26,saying that she was dissatisfied and believed maintenance had left her door unlocked We do not want anyone to feel unsafe in our community which is why we have installed security cameras and key fob entry doorsIn addition, the leasing office has a policy in place that we will not enter apartments without providing hour notice to tenants unless there is an emergency that necessitates entryFurthermore all apartment doors are to be locked when maintenance leaves the apartmentWe usually try to have a member of the office accompany maintenance into an apartment to assist and/or make sure that units are properly lockedAll apartments are equipped with a bottom push lock that, if pushed in correctly, will always lock the door when it is shut behind someone leaving We understand that [redacted] also thinks that we have entered her unit without permissionShe believes that someone from the leasing office was in her apartment because her thermostat was higher than when she left in the morningduring the particular time in question, there was a power outage in the area that could have caused the thermostat to reset itselfFurthermore, we have had a few tenants that have reported they had to reset the thermostat in their unit due to a glitch in the system that causes the heat to kick on in errorWe can assure *** [redacted] that no one from maintenance or our office entered her unit at any time without her having advance notice or permission to enter To prevent any problems in the future, we will work with [redacted] to attempt to have maintenance issues scheduled for a time when she can also be present in the unitWe understand that [redacted] works during the day, so it will not always be possible for her to meet maintenanceAs an alternative we suggest that in addition to the maintenance man, that a staff member always be present when [redacted] unit is enteredThis will provide an extra layer of people to make sure her door is locked and the service call goes smoothlyWe also suggest that [redacted] utilize the automatic push lock bottom door handle so that the door will always lock behind anyone who entersWe will instruct maintenance to wipe their feet before entering her unit or to utilize foot covers and will continue to provide hour notice of entry for any non-emergency itemsWe also strongly encourage [redacted] to use the maintenance email for all problems she has as it will ensure faster service and response time We are unable to allow [redacted] to break her lease unless she 1) pays the penalties pursuant to the lease contract or 2) finds a suitable sublessee that is approved by the officeIf *** [redacted] continues to want to break her lease, we suggest that she try to find someone to sublease her apartment that will be able to qualify and be approved of by the office as that is the least expensive means of breaking a leaseWe are happy to work with her to accomplish this goal, but she has not presented us with any candidates thus farWe hope she chooses to stay and will work with her to resolve any further issues that arise, although we hope that there are none Regards, Larson Development

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There was no resolution so I am not satisfiedThe response seems to simplify my wifi problem, when I had an issue before the email conversation that was attached to the responsePreviously my wifi took weeks to solve and the lack of responses shows how unconcerned and inflexible they were with fixing a problem I was having (this is apparent in the dealing of this issue as well).
Regards,
*** ***

Re: Revdex.com Case #[redacted] by [redacted] re Larson Development
To Whom It May Concern:
This letter is to serve as a formal response to the above referenced claim number filed by [redacted] with the Revdex.com of Central Virginia.
/>
We are sorry that [redacted] is dissatisfied with the unit she rents from [redacted],which was developed, but is not owned by Larson Development. We would like to address her claims below and ensure that we will work with [redacted] to remedy any issues she might have.
Wi-Fi
We are sorry that [redacted] has had problems with the Wi-Fi in her unit. [redacted] has, as far as we are aware, always had Internet in her unit. The advertisement for "all utilities included" includes basic [redacted] and Internet as well as additional utilities. We contract with a third party to provide Internet and [redacted] to each unit. Upon move-in tenants call the third party provider to set up the [redacted] in their name, at which point the third party provider is made aware that there is a tenant in the unit and associates the name with the Internet account for the unit. We do not provide Wi-Fi as an included utility, but rather as a promotional extra within select units. Internet is always hardwire to one outlet within a bedroom closet. The Internet will always be one in a unit unless there is an outage in the area, a third party equipment failure occurs or tenants are using peer-to-peer software on one of their devices.
[redacted] lease began in January 2014. At the time [redacted] signed her lease we included an [redacted] wireless router as an extra amenity in the unit. From January 2014 to April 2014, the leasing office did not have any complaints about the Internet or Wi-Fi within her unit. In late April 2014 and indicated [redacted] was having problems with her Wi-Fi. With the limited information we had and given that [redacted] lived in a brand new building, we determined it might be a wiring issue within the unit. We scheduled a contractor to come look at the wiring within her unit. The contractor came on April 24,2014 and after testing the wiring reported that everything was working properly.
We did not hear of any additional complaints regarding the Internet and believed everything to be working properly. However, late on Friday, May 16,2014, [redacted] asked us to look at the Internet. Understanding that it would be inconvenient not to have Internet throughout the weekend, two office staff members who do not work on Saturdays took time out of their weekend to look at [redacted] Internet on Saturday, May 17,2014 while she was at home. They determined that
the Intemet was working fine, but the Wi-Fi/router was not. They performed a simple reset of the wireless router in [redacted] closet and the Wi-fi began
working. After it was established that the Internet and Wi-Fi were operable, [redacted] was still unable to connect her computer to Wi-Fi. One staff member remained with [redacted] even after the Wi-Fi was working and spent nearly an hour trying to get [redacted] computer to connect to the wireless router in her apartment.Several other devices, including Wi-Fi enabled phones and other computers were able to connect to the router. It was therefore determined to be a problem with [redacted] computer itself. When the staff member left both the Internet and Wi-Fi were working.
The office did not receive any additional complaints about the Wi-Fi in [redacted] unit for five months. [redacted] did email maintenance on September 14, 2014 indicating she had an issue with her Wi-Fi. Due to some issues other tenants had experienced after an Internet outage in the area,the office believed that there was an issue with the Internet itself rather than it being a router/Wi-Fi problem. We responded to [redacted] email and asked her to call the Internet provider so that they could trouble-shoot the issue from their end with her on the phone. [redacted] did not contact the third party provider until October 6, 2014 at 5:43p.m. and the provider called [redacted] back the next morning and left her a message instructing her to bypass the router to see if the Internet jack was working, which [redacted] did and verified the Internet was working. We did not hear from [redacted] until October 13,2014, wherein [redacted] advised us that the third party provider had confirmed the Internet was working but suspected the Wl-f I connectivity problem was with the router in her unit. Upon learning this information, a
staff member contacted [redacted] that same day and asked if he could have permission to enter her unit to look at the router. [redacted] granted permission and the staff member actually used his own lunchtime to trouble shoot the problem with [redacted] Wi-Fi. He determined that [redacted] had plugged the router into the wrong outlet in the closet. When the staff member plugged the router into the correct outlet, the Wi-Fi worked immediately. He communicated this to [redacted] and asked her to contact him if she needed anything further.
We apologize for any misunderstanding with the wi-Fi, but at all times we went into the unit the Internet which is included in [redacted] rent was working. We understand that it may be inconvenient for residents to call the third party provider, but this is the procedure that we have been asked to follow by the provider. They have instructed the office to have tenants call them directly rather than attempting to fix issues ourselves as they are more appropriately equipped to deal with cable and Internet issues. If tenants give us a ticket number that is assigned to them we will follow up with the provider directly on the tenant's behalf.
We can only help tenants that actually communicate problems to us in a timely manner. We do not know about issues if we are not made aware of them. We
suggest that in the future if [redacted] has any issues with the Wi-Fi or Internet, she email our maintenance email address and call the provider. If she provides us with the ticket number given to her by the provider, we can then follow up. If she has an issue with getting in touch with the provider, she can email us and we
will follow up. If she communicates problems to us initially and then provides us with updates we will certainly do whatever is necessary to resolve any issues that arise.
[redacted] has indicated that she incurred a $20 overage charge for data in September, so the office has agreed to deduct $20 from her November rent as a means of compromise.
Entry into [redacted] Apartment:
Prior to September 26, 2014, we had not received a complaint from [redacted] about her door allegedly being left unlocked by maintenance. It was not until [redacted] sought to break her lease contract and inquired into the fees for doing so, that the brought this and other issues up. On September 25,2014, we emailed [redacted] and informed of the lease breakage fees under the terms of her lease. She responded on September 26,2014 saying that she was dissatisfied and believed maintenance had left her door unlocked.
We do not want anyone to feel unsafe in our community which is why we have installed security cameras and key fob entry doors. In addition, the leasing office has a policy in place that we will not enter apartments without providing 24 hour notice to tenants unless there is an emergency that necessitates entry. Furthermore all apartment doors are to be locked when maintenance leaves the apartment. We usually try to have a member of the office accompany maintenance into an apartment to assist and/or make sure that units are properly locked. All apartments are equipped with a bottom push lock that, if pushed in correctly, will always lock the door when it is shut behind someone leaving.
We understand that [redacted] also thinks that we have entered her unit without permission. She believes that someone from the leasing office was in her
apartment because her thermostat was higher than when she left in the morning. during the particular time in question, there was a power outage in the area that could have caused the thermostat to reset itself. Furthermore, we have had a few tenants that have reported they had to reset the thermostat in their unit due
to a glitch in the system that causes the heat to kick on in error. We can assure [redacted] that no one from maintenance or our office entered her unit at any time without her having advance notice or permission to enter.
To prevent any problems in the future, we will work with [redacted] to attempt to have maintenance issues scheduled for a time when she can also be present in the unit. We understand that [redacted] works during the day, so it will not always be possible for her to meet maintenance. As an alternative we suggest that in addition to the maintenance man, that a staff member always be present when [redacted] unit is entered. This will provide an extra layer of people to make sure her door is locked and the service call goes smoothly. We also suggest that [redacted] utilize the automatic push lock bottom door handle so that the door will always lock behind anyone who enters. We will instruct maintenance to wipe their feet before entering her unit or to utilize foot covers and will continue to
provide 24 hour notice of entry for any non-emergency items. We also strongly encourage [redacted] to use the maintenance email for all problems she has as it will ensure faster service and response time.
We are unable to allow [redacted] to break her lease unless she 1) pays the penalties pursuant to the lease contract or 2) finds a suitable sublessee that is
approved by the office. If [redacted] continues to want to break her lease, we suggest that she try to find someone to sublease her apartment that will be able to qualify and be approved of by the office as that is the least expensive means of breaking a lease. We are happy to work with her to accomplish this goal, but she has not presented us with any candidates thus far. We hope she chooses to stay and will work with her to resolve any further issues that arise, although we hope that there are none.
Regards,
Larson Development

Review: I feel unsafe living in my apartment and the service of the office / maintenance has made my living experience here horrible. Maintenance on more than one occasion has entered my apartment leaving dirt marks throughout my home and left my front door completely unlocked. I feel my privacy and safety has been violated; now I never feel comfortable when I know maintenance has to enter my apartment. They also have falsely advertised, saying the rent check is "all utilities included".... However, multiple times my Wi-Fi has stopped working. When I report the issue, they refuse to help and simply send me a phone number of the company that THEY contract with and pay. The internet company has been hard to contact and I had to inconvenience myself during work hours to figure out the issue. The apartment office requires you pay them for services in the monthly rent that are not even guaranteed, unless you take the time to fix them. I feel like the company is taking advantage of me since I am a young, single female living alone and have never had experience with these situations before. I do not feel comfortable living here or dealing with the office for any type of situation, as they are completely unhelpful and rude. I want to move out immediately but the office is not providing a reasonable way out of the lease. I hope you can help me.Desired Settlement: I would like to be released from my obligations of the lease contract, as I feel they have violated my privacy, safety, and prevented me from having an enjoyable living experience.

Business

Response:

Re: Revdex.com Case #[redacted] by [redacted] re Larson Development

To Whom It May Concern:

This letter is to serve as a formal response to the above referenced claim number filed by [redacted] with the Revdex.com of Central Virginia.

We are sorry that [redacted] is dissatisfied with the unit she rents from [redacted],which was developed, but is not owned by Larson Development. We would like to address her claims below and ensure that we will work with [redacted] to remedy any issues she might have.

Wi-Fi

We are sorry that [redacted] has had problems with the Wi-Fi in her unit. [redacted] has, as far as we are aware, always had Internet in her unit. The advertisement for "all utilities included" includes basic [redacted] and Internet as well as additional utilities. We contract with a third party to provide Internet and [redacted] to each unit. Upon move-in tenants call the third party provider to set up the [redacted] in their name, at which point the third party provider is made aware that there is a tenant in the unit and associates the name with the Internet account for the unit. We do not provide Wi-Fi as an included utility, but rather as a promotional extra within select units. Internet is always hardwire to one outlet within a bedroom closet. The Internet will always be one in a unit unless there is an outage in the area, a third party equipment failure occurs or tenants are using peer-to-peer software on one of their devices.

[redacted] lease began in January 2014. At the time [redacted] signed her lease we included an [redacted] wireless router as an extra amenity in the unit. From January 2014 to April 2014, the leasing office did not have any complaints about the Internet or Wi-Fi within her unit. In late April 2014 and indicated [redacted] was having problems with her Wi-Fi. With the limited information we had and given that [redacted] lived in a brand new building, we determined it might be a wiring issue within the unit. We scheduled a contractor to come look at the wiring within her unit. The contractor came on April 24,2014 and after testing the wiring reported that everything was working properly.

We did not hear of any additional complaints regarding the Internet and believed everything to be working properly. However, late on Friday, May 16,2014, [redacted] asked us to look at the Internet. Understanding that it would be inconvenient not to have Internet throughout the weekend, two office staff members who do not work on Saturdays took time out of their weekend to look at [redacted] Internet on Saturday, May 17,2014 while she was at home. They determined that

the Intemet was working fine, but the Wi-Fi/router was not. They performed a simple reset of the wireless router in [redacted] closet and the Wi-fi began

working. After it was established that the Internet and Wi-Fi were operable, [redacted] was still unable to connect her computer to Wi-Fi. One staff member remained with [redacted] even after the Wi-Fi was working and spent nearly an hour trying to get [redacted] computer to connect to the wireless router in her apartment.Several other devices, including Wi-Fi enabled phones and other computers were able to connect to the router. It was therefore determined to be a problem with [redacted] computer itself. When the staff member left both the Internet and Wi-Fi were working.

The office did not receive any additional complaints about the Wi-Fi in [redacted] unit for five months. [redacted] did email maintenance on September 14, 2014 indicating she had an issue with her Wi-Fi. Due to some issues other tenants had experienced after an Internet outage in the area,the office believed that there was an issue with the Internet itself rather than it being a router/Wi-Fi problem. We responded to [redacted] email and asked her to call the Internet provider so that they could trouble-shoot the issue from their end with her on the phone. [redacted] did not contact the third party provider until October 6, 2014 at 5:43p.m. and the provider called [redacted] back the next morning and left her a message instructing her to bypass the router to see if the Internet jack was working, which [redacted] did and verified the Internet was working. We did not hear from [redacted] until October 13,2014, wherein [redacted] advised us that the third party provider had confirmed the Internet was working but suspected the Wl-f I connectivity problem was with the router in her unit. Upon learning this information, a

staff member contacted [redacted] that same day and asked if he could have permission to enter her unit to look at the router. [redacted] granted permission and the staff member actually used his own lunchtime to trouble shoot the problem with [redacted] Wi-Fi. He determined that [redacted] had plugged the router into the wrong outlet in the closet. When the staff member plugged the router into the correct outlet, the Wi-Fi worked immediately. He communicated this to [redacted] and asked her to contact him if she needed anything further.

We apologize for any misunderstanding with the wi-Fi, but at all times we went into the unit the Internet which is included in [redacted] rent was working. We understand that it may be inconvenient for residents to call the third party provider, but this is the procedure that we have been asked to follow by the provider. They have instructed the office to have tenants call them directly rather than attempting to fix issues ourselves as they are more appropriately equipped to deal with cable and Internet issues. If tenants give us a ticket number that is assigned to them we will follow up with the provider directly on the tenant's behalf.

We can only help tenants that actually communicate problems to us in a timely manner. We do not know about issues if we are not made aware of them. We

suggest that in the future if [redacted] has any issues with the Wi-Fi or Internet, she email our maintenance email address and call the provider. If she provides us with the ticket number given to her by the provider, we can then follow up. If she has an issue with getting in touch with the provider, she can email us and we

will follow up. If she communicates problems to us initially and then provides us with updates we will certainly do whatever is necessary to resolve any issues that arise.

[redacted] has indicated that she incurred a $20 overage charge for data in September, so the office has agreed to deduct $20 from her November rent as a means of compromise.

Entry into [redacted] Apartment:

Prior to September 26, 2014, we had not received a complaint from [redacted] about her door allegedly being left unlocked by maintenance. It was not until [redacted] sought to break her lease contract and inquired into the fees for doing so, that the brought this and other issues up. On September 25,2014, we emailed [redacted] and informed of the lease breakage fees under the terms of her lease. She responded on September 26,2014 saying that she was dissatisfied and believed maintenance had left her door unlocked.

We do not want anyone to feel unsafe in our community which is why we have installed security cameras and key fob entry doors. In addition, the leasing office has a policy in place that we will not enter apartments without providing 24 hour notice to tenants unless there is an emergency that necessitates entry. Furthermore all apartment doors are to be locked when maintenance leaves the apartment. We usually try to have a member of the office accompany maintenance into an apartment to assist and/or make sure that units are properly locked. All apartments are equipped with a bottom push lock that, if pushed in correctly, will always lock the door when it is shut behind someone leaving.

We understand that [redacted] also thinks that we have entered her unit without permission. She believes that someone from the leasing office was in her

apartment because her thermostat was higher than when she left in the morning. during the particular time in question, there was a power outage in the area that could have caused the thermostat to reset itself. Furthermore, we have had a few tenants that have reported they had to reset the thermostat in their unit due

to a glitch in the system that causes the heat to kick on in error. We can assure [redacted] that no one from maintenance or our office entered her unit at any time without her having advance notice or permission to enter.

To prevent any problems in the future, we will work with [redacted] to attempt to have maintenance issues scheduled for a time when she can also be present in the unit. We understand that [redacted] works during the day, so it will not always be possible for her to meet maintenance. As an alternative we suggest that in addition to the maintenance man, that a staff member always be present when [redacted] unit is entered. This will provide an extra layer of people to make sure her door is locked and the service call goes smoothly. We also suggest that [redacted] utilize the automatic push lock bottom door handle so that the door will always lock behind anyone who enters. We will instruct maintenance to wipe their feet before entering her unit or to utilize foot covers and will continue to

provide 24 hour notice of entry for any non-emergency items. We also strongly encourage [redacted] to use the maintenance email for all problems she has as it will ensure faster service and response time.

We are unable to allow [redacted] to break her lease unless she 1) pays the penalties pursuant to the lease contract or 2) finds a suitable sublessee that is

approved by the office. If [redacted] continues to want to break her lease, we suggest that she try to find someone to sublease her apartment that will be able to qualify and be approved of by the office as that is the least expensive means of breaking a lease. We are happy to work with her to accomplish this goal, but she has not presented us with any candidates thus far. We hope she chooses to stay and will work with her to resolve any further issues that arise, although we hope that there are none.

Regards,

Larson Development

Consumer

Response:

I have reviewed the 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.

There was no resolution so I am not satisfied. The response seems to simplify my wifi problem, when I had an issue before the email conversation that was attached to the response. Previously my wifi took weeks to solve and the lack of responses shows how unconcerned and inflexible they were with fixing a problem I was having (this is apparent in the dealing of this issue as well).

Regards,