[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response given is inaccurate and unfoundedI was never told about setting up utilities until I arrived to pick up keys on Friday June 19thI was only at the location twice Friday 19th and the 21st my supposed move in dateI never had any utilities set upThe only thing I had was the insuranceBesides, I received an approval notification via email not a phone call from anyone so that is inaccurateThe approval was not given on the 12th of June as she stated and did not contain any information about attaining utilities prior to move inAlso, when I made it known to the assisting agent that I did not have the utilities, she stated she didn't think that it was going to be a problemMy initial dissatisfaction of the apartment is irrelevant to the situationThat would not have averted the issue with my inability to attain utilities on a weekendThe lack of ownership of their error is completely appalling along with the made up informationI suggest that whoever is responding to my complaint gathers facts and not make things upI was more than willing to move into the property until they showed their lack of concern and terrible customer serviceI am in utter shock at their unwillingness to refund my money when the error was solely theirsI still maintain that if the company is a reputable one that they issue a refund to amend their error Regards, [redacted] ***
*** ***, had applied for an apartment at The Remington on June 12th, At that time, once she was informed of the approval it was told to her to have her utilities and her insurance information set upShe was informed to have Washington Gas and Dominion accounts set up prior to her move
in date along with renters insurance of her choice with the company she wanted to go forward with.*** *** had stopped by June 19, to move inWe were going through the paperwork and signing the paperwork when she stopped and asked to see the place before she completed everythingThe leasing agent Azetah H*** showed her the apartment and she was not happy, she said it looks different from what she had imagined and that the appliances looked oldThe property is years old and some of the appliances are of that ageIf they are functioning properly and they are cosmetically white then we will consider it as an acceptable appliance as it functions properlyWhen she originally toured the community she had viewed a model floor plan called the Michael which was fully furnishedAt that time when she originally toured, we did not have her apartment available as she had selected a future move in date called the GrantShe informed the Leasing Agent she liked the Michael floor planSo she showed her another floor plan to see if she'd like to go with another floor planMrs *** came back on June 20, and decided she would like to go with the apartment that she originally had selected, but in order to move in she was required to have her utilities' information at that time she had her electricity set upThe utilities and the insurance are a requirement for Lerner Residential Policy to have set up prior to moving inNo keys will be provided to the new move in unless this is providedShe then came back again on June 14th with her utilities information this time with *** *** and insurance, The insurance was set up; however it was set up incorrectly, it was told to her that she will need to make revisions prior to her receiving keysShe did not do this and then decided she no longer wanted to move forward with an apartmentWe also informed her of Resident Insure which a company that we can help set up to have her move inShe did not want to go with that optionIn the customer experience letter it states that she was forced to cancel her lease and go back to North CarolinaThat wasn't the case as she came on three different occasions consistently to only tell her to set up her utilities and insuranceShe did not in fact go back on June 20th as mentioned in her letter, it is Lerner Residential Policy to set up utilities and renters insurance and without this information we cannot allow anyone to move inWe never denied her to move in, but to only provide the required information to process her move inOnce the applicant is approved, the application fee or the administration fee is not refundable and this is why she is not getting the fees of $refunded to herThank you for your time and ConsiderationSincerely,
Neha L***Property Manager ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The response given is inaccurate and unfounded. I was never told about setting up utilities until I arrived to pick up keys on Friday June 19th. I was only at the location twice Friday 19th and the 21st my supposed move in date. I never had any utilities set up. The only thing I had was the insurance. Besides, I received an approval notification via email not a phone call from anyone so that is inaccurate. The approval was not given on the 12th of June as she stated and did not contain any information about attaining utilities prior to move in. Also, when I made it known to the assisting agent that I did not have the utilities, she stated she didn't think that it was going to be a problem. My initial dissatisfaction of the apartment is irrelevant to the situation. That would not have averted the issue with my inability to attain utilities on a weekend. The lack of ownership of their error is completely appalling along with the made up information. I suggest that whoever is responding to my complaint gathers facts and not make things up. I was more than willing to move into the property until they showed their lack of concern and terrible customer service. I am in utter shock at their unwillingness to refund my money when the error was solely theirs. I still maintain that if the company is a reputable one that they issue a refund to amend their error.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response given is inaccurate and unfoundedI was never told about setting up utilities until I arrived to pick up keys on Friday June 19thI was only at the location twice Friday 19th and the 21st my supposed move in dateI never had any utilities set upThe only thing I had was the insuranceBesides, I received an approval notification via email not a phone call from anyone so that is inaccurateThe approval was not given on the 12th of June as she stated and did not contain any information about attaining utilities prior to move inAlso, when I made it known to the assisting agent that I did not have the utilities, she stated she didn't think that it was going to be a problemMy initial dissatisfaction of the apartment is irrelevant to the situationThat would not have averted the issue with my inability to attain utilities on a weekendThe lack of ownership of their error is completely appalling along with the made up informationI suggest that whoever is responding to my complaint gathers facts and not make things upI was more than willing to move into the property until they showed their lack of concern and terrible customer serviceI am in utter shock at their unwillingness to refund my money when the error was solely theirsI still maintain that if the company is a reputable one that they issue a refund to amend their error Regards, [redacted] ***
*** ***, had applied for an apartment at The Remington on June 12th, At that time, once she was informed of the approval it was told to her to have her utilities and her insurance information set upShe was informed to have Washington Gas and Dominion accounts set up prior to her move
in date along with renters insurance of her choice with the company she wanted to go forward with.*** *** had stopped by June 19, to move inWe were going through the paperwork and signing the paperwork when she stopped and asked to see the place before she completed everythingThe leasing agent Azetah H*** showed her the apartment and she was not happy, she said it looks different from what she had imagined and that the appliances looked oldThe property is years old and some of the appliances are of that ageIf they are functioning properly and they are cosmetically white then we will consider it as an acceptable appliance as it functions properlyWhen she originally toured the community she had viewed a model floor plan called the Michael which was fully furnishedAt that time when she originally toured, we did not have her apartment available as she had selected a future move in date called the GrantShe informed the Leasing Agent she liked the Michael floor planSo she showed her another floor plan to see if she'd like to go with another floor planMrs *** came back on June 20, and decided she would like to go with the apartment that she originally had selected, but in order to move in she was required to have her utilities' information at that time she had her electricity set upThe utilities and the insurance are a requirement for Lerner Residential Policy to have set up prior to moving inNo keys will be provided to the new move in unless this is providedShe then came back again on June 14th with her utilities information this time with *** *** and insurance, The insurance was set up; however it was set up incorrectly, it was told to her that she will need to make revisions prior to her receiving keysShe did not do this and then decided she no longer wanted to move forward with an apartmentWe also informed her of Resident Insure which a company that we can help set up to have her move inShe did not want to go with that optionIn the customer experience letter it states that she was forced to cancel her lease and go back to North CarolinaThat wasn't the case as she came on three different occasions consistently to only tell her to set up her utilities and insuranceShe did not in fact go back on June 20th as mentioned in her letter, it is Lerner Residential Policy to set up utilities and renters insurance and without this information we cannot allow anyone to move inWe never denied her to move in, but to only provide the required information to process her move inOnce the applicant is approved, the application fee or the administration fee is not refundable and this is why she is not getting the fees of $refunded to herThank you for your time and ConsiderationSincerely,
Neha L***Property Manager ###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The response given is inaccurate and unfounded. I was never told about setting up utilities until I arrived to pick up keys on Friday June 19th. I was only at the location twice Friday 19th and the 21st my supposed move in date. I never had any utilities set up. The only thing I had was the insurance. Besides, I received an approval notification via email not a phone call from anyone so that is inaccurate. The approval was not given on the 12th of June as she stated and did not contain any information about attaining utilities prior to move in. Also, when I made it known to the assisting agent that I did not have the utilities, she stated she didn't think that it was going to be a problem. My initial dissatisfaction of the apartment is irrelevant to the situation. That would not have averted the issue with my inability to attain utilities on a weekend. The lack of ownership of their error is completely appalling along with the made up information. I suggest that whoever is responding to my complaint gathers facts and not make things up. I was more than willing to move into the property until they showed their lack of concern and terrible customer service. I am in utter shock at their unwillingness to refund my money when the error was solely theirs. I still maintain that if the company is a reputable one that they issue a refund to amend their error.
Regards,
[redacted]