Legacy Partners Residential, Inc.

Initial Business Response /* (1000, 10, 2015/07/08) */
NOTICE TO CONSUMER: The business has submitted the same response as Case XXXXXXXX with the notation of:
Yes, please use the same response. The only difference would be that I never spoke with [redacted] at any time.
Contact Name and Title:...

[redacted] DPM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@legacypartners.com
I apologize for the delay in responding. We are a business located in Denver. This was sent to our Bay area office.
Cory left a message for me on June 16, 2015. I returned his call immediately and listened to his complaints. I told him that I would look into the charges and get back with him. I met with the on site Manager the next day and contacted[redacted] (6/18) to let him know that the charges were valid, however, I wanted to discuss a few of the charges and get his input. I never told him that he was charged for carpet due to flooding. I told him that he was charged for flooring. The vinyl in the bathroom was destroyed due to a flooded toilet that was not reported immediately. He claims that it was reported as soon as it happened, however, there was an on-line work request submitted by his roommate that states very clearly that she thought it would dry up on it's own (copy attached). This caused damage to the drywall, carpet and vinyl. I reversed the vinyl charges as well as the invoice for carpet extraction and drying. Although, they were made aware of these charges back in January, we should have pursued this at that time. They were also charged for ceiling paint due to heavy smoke. I reversed this charge also, as I did not feel we had enough good photos to substantiate this charge. They were charged for not returning an access card. Although[redacted] never claimed he did not receive a card, his roommate screaming in the background said they did not. I reversed this charge as it was insignificant.[redacted] claims that the carpet was old (?) (hammy down?) when he moved in. In fact it was only 4 months old and it was covered in stains. Pet stains and odor specifically. They were charged for carpet and pad replacement (photos attached). We charge a prorated amount based on a 5 year anticipated life (42/60 of $1,263.30 or $884.31). They were also charged for drywall damage and baseboard replacement due to what appears to be damage from a dog chewing on the wood (photos attached). Lastly, they were charged for a door that was broken.[redacted] claims that they were not given a walk through at move in. We do in fact give them a move in inspection form which is to be completed and damages reported. No issues were reported.[redacted]'s charges were originally charges totaled $2,899.64. I believe that we could have charged him this full amount and more based on the condition of his apartment. We have photos of many items that he was not charged for, such as cleaning, trash removal and blind replacement.[redacted]'s new balance is $1,619.97. I believe this is a very fair settlement offer. Multiple photos and invoices are available for review if necessary.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel robbed by this company. I have pictures of the carpet days before the move out of the second room and there was nothing in that room to cause the supposive stain that was supposedly caused by us. When it was showed to [redacted], she said that didn't matter. I would like at least $800 back from what they made us pay. They charged us way more than what we paid for rent. They took advantage of young people knowing that their apartments are old and they don't replace the carpets to brand new. When we entered the place the carpet looked like it was cleaned not new as it was claimed.

Initial Business Response /* (1000, 7, 2015/07/06) */
Contact Name and Title: [redacted] DPM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@legacypartners.com
I apologize for the delay in responding. We are a business located in [redacted]. This was sent to our Bay area office.
[redacted]...

left a message for me on June 16, 2015. I returned his call immediately and listened to his complaints. I told him that I would look into the charges and get back with him. I met with the on site Manager the next day and contacted [redacted] (6/18) to let him know that the charges were valid, however, I wanted to discuss a few of the charges and get his input. I never told him that he was charged for carpet due to flooding. I told him that he was charged for flooring. The vinyl in the bathroom was destroyed due to a flooded toilet that was not reported immediately. He claims that it was reported as soon as it happened, however, there was an on-line work request submitted by his roommate that states very clearly that she thought it would dry up on it's own (copy attached). This caused damage to the drywall, carpet and vinyl. I reversed the vinyl charges as well as the invoice for carpet extraction and drying. Although, they were made aware of these charges back in January, we should have pursued this at that time. They were also charged for ceiling paint due to heavy smoke. I reversed this charge also, as I did not feel we had enough good photos to substantiate this charge. They were charged for not returning an access card. Although [redacted] never claimed he did not receive a card, his roommate screaming in the background said they did not. I reversed this charge as it was insignificant. [redacted] claims that the carpet was old (?) (hammy down?) when he moved in. In fact it was only 4 months old and it was covered in stains. Pet stains and odor specifically. They were charged for carpet and pad replacement (photos attached). We charge a prorated amount based on a 5 year anticipated life (42/60 of $1,263.30 or $884.31). They were also charged for drywall damage and baseboard replacement due to what appears to be damage from a dog chewing on the wood (photos attached). Lastly, they were charged for a door that was broken. [redacted] claims that they were not given a walk through at move in. We do in fact give them a move in inspection form which is to be completed and damages reported. No issues were reported. [redacted]'s charges were originally charges totaled $2,899.64. I believe that we could have charged him this full amount and more based on the condition of his apartment. We have photos of many items that he was not charged for, such as cleaning, trash removal and blind replacement. [redacted]'s new balance is $1,619.97. I believe this is a very fair settlement offer. Multiple photos and invoices are available for review if necessary.
Initial Consumer Rebuttal /* (3000, 16, 2015/07/08) */
Hello,
NO I AM BEYOND FURIOUS WITH THIS ENTIRE COMPANY. All the way up to the CEO who told me in an email that he and this entire company (Legacy Partners) are 100% behind fraudulent and unethical business practices. What they sent in a response is what I was disputing. I DO NOT AGREE WITH THE CHARGES THEY BROUGHT UPON ME. THEY WERE BEYOND EXCESSIVE. The company only gave us two weeks to pay or we'd be sent to collections. It was not enough time for us to gather all the legal advice we could to fight this. I told the management this SEVERAL times but this company DOES NOT CARE ABOUT PEOPLE IN THE LEAST. IN MY EYES THEY ARE CRIMINALS AND THEIFS. I feel like I was straight up robbed by this company. I feel as though I was pressured in full to give up payment to avoid our credit being impacted. No one cares at this company. On top of all this, I get an email from [redacted] (CPM) who did not answer any of my calls, stating that she will not be returning my calls and said that I was a liar right to me in an email. This was by far the most insulting email of my life. Absolutely the worst treatment by EVERYONE at the company, top to down. The CEO [redacted] is a useless yes man. He will stand by any ridiculous claim made by these people. The ONLY reason I didn't take them to court was because my wife wouldn't let us. We had multiple lawyers tell us that the management was being far to unreasonable and that a judge would throw out these charges against us. The pictures provided I still do not agree with that it was at all our fault. The apartment and everything in it was NOT new when we moved in. They had to literally tear up the entire carpet in order to charge us for it. What should we have done when we moved in? Tear up the carpet ourselves and check for damages?
I was already FORCED to pay $1619 in full. I want 50% paid back to me by check since I do not agree with the charges and an apology from EVERYONE in the company for being so rude and disrespectful.

Initial Business Response /* (1000, 10, 2015/07/08) */
We are very sorry that this happened to this prospective resident. It was never our intention to keep his money. There was a delay because we had to wait until his credit card charge showed up on our system and then the manager was on...

vacation so it was delayed. It is untrue that we never responded to him. In fact, the manager spoke to him several times and let him know she was trying to get it processed. Never did she say we were not going to return his money and in fact he has gotten his money as I have the check number and the issue date. If for any reason he has not received it, I'm sure he would have called us. Again, we are sorry for any delays and stress that we have caused him.