Lifestyle Communities, Ltd.

The Legal Department is in the process of investigating this complaint

The customer’s pool access was turned off following an altercation with two other individuals during which the police were contacted, out of concern for the safety of those individuals and the community as a wholeWe have been in contact with this customer, explaining that his actions were an unacceptable safety threat that resulted in having his pool access turned off to ensure the safety of othersAt this time, we cannot reactivate his key card due to the security threat he poses

Please accept this statement as the response of Lifestyle Communities, Ltd(“LC”) to the above-referenced complaintThe Customer raises several issues in his complaint, each of which will be addressed belowRegarding pet charges, Customer paid a nonrefundable pet deposit when he rented the unit, but never paid any other charges for having a petCustomer signed a pet agreement when he moved in which states how the pet deposit worksAlthough he should have been charged an additional monthly amount for the time he had a pet in his apartment, Customer was never charged that amount due to an error on LC’s partThus, Customer in fact paid less than what he agreed to pay to have a pet in his apartmentLC is not and has never attempted to recoup any monthly pet charges from CustomerCustomer cites two issues with his rent payments, both of which have been resolvedAs to the issue with an inadvertent late rent payment, the issue has been resolved and the late fee was waivedAs to the month where two payments were made, per LC’s records that appears to be an error on the part of either Customer’s bank or himself, and was not the result of any of LC’s actionsA refund was issued to Customer for his overpaymentRegarding the move-out charges for damage repair, both the carpeting and blinds were damaged such that they needed to be replacedThe carpeting was stained, and could not be cleaned or patchedPhotos of the damage and the invoice for the total cost of carpet replacement are attached for the Revdex.com’s referenceThe damage to the carpeting was above use, and as a result LC needed to replace the carpet years earlier than it otherwise would haveCustomer was charged only a pro-rated amount of the replacement cost based on the expected useful life of the carpetingThe blinds were damaged and needed replaced; photos are available but could not be attachedCustomer was charged the cost of that replacement Customer damaged his apartment, and those damages cost money to repairLC is not able to waive the chargesLC has provided documentation substantiating the damages and the repair costs to Customer, and respectfully requests that Customer make payment

The satisfaction of our residents is extremely important to LC Preserve CrossingBecause we always strive to deliver The Good Life, we work with tenants to seek resolution when there is an issueWe have worked with this tenant, as outlined below, and we encourage the tenant to reach out to us directly in order to continue trying to find a solution to this issue that works for both of usIn this tenant’s case, our maintenance technicians responded to calls regarding the heat in the apartment on several occasionsThe tenant moved in at the end of October, The maintenance technicians checked the heat in the apartment on November 3, 2014, November 13, 2014, November 18, 2014, February 23, 2015, and February 25, In each case, the technician found that the heat was working appropriately, and providing heat to the first floor of the apartment unitOn multiple occasions, the technician noted that they discussed how the heat in the apartment operates with the tenantOn February 25, at the tenant’s request, the technician also inspected the weather stripping and windows to ensure that the apartment was properly sealed against the elementsLC’s records indicate that the heating was in fact working properly on each visitIn almost all of the cases, the maintenance technician was working with tenant to respond to tenant’s request within hoursIn the one instance where it was not resolved within that time, it was because the tenant was not home and the tenant’s dog did not permit the maintenance technician to enter; the next day, a maintenance technician was able to meet with the tenantDespite the fact that LC made every effort to ensure that the apartment tenant is renting was properly heated, the fact that the tenant is not satisfied with the unit means LC is happy to work with the tenant to find a resolutionIn this case, the solution LC and the tenant have been working on is to move the tenant to another apartment unitThe Senior Property Manager at LC Preserve Crossing has been trying to work with tenant, has made every effort to be responsive to tenant’s needs and requests, and remains willing to work with tenant to find a solutionOn Thursday, March 5th, the tenant met with the Senior Property Manager at LC Preserve Crossing to discuss their utility bill and moving to a new unitAt that time, the tenant decided to transfer to another unit with a different floor planThe tenant signed a new lease agreement and arranged to get keys to their new unit the following dayThe Property Manager was able to waive the usual $transfer fee for the inconvenience to the tenantThe tenant did not appear the next day as arranged, and did not appear again the following week after agreeing to a rescheduled appointment to complete a lease buyout documentOver the weekend, the tenant filed this complaint and left negative reviews on other websitesIt is not clear why the tenant agreed, after filing this complaint, to continue with the lease buy-out program if the tenant, as stated in this complaint, is not interested in transferring to another apartment unitLC continues to be willing to work with the tenant under the lease buy-out program, or in another manner, to find an apartment unit that tenant will be happy to call homeLC encourages the tenant to reach out to us directly, because we want to work with the tenant in order to resolve this issueLC is still willing to move forward with the new lease that tenant signed for a different unitThe tenant’s satisfaction is and remains important to usWith regard to the tenant’s energy bill, the tenant is encouraged to reach out to the energy company for explanation of rates and billing, including additional fees that may be charged to past-due accounts

Good Morning,Please include the attached written documentation (email chain) of my efforts to resolve this issue andsupport my caseUnfortunately I cannot provide any documentation of the multiple phone calls I madeto both the local and corporate officesI have not received any contact from Life Style Communitiessince the Februav email from [redacted] advising me he was forwarding the matter on.I only became aware that this was sent to collections while I was reviewing my credit report this weekand discovered itThe collection agency has never contacted me eitherI called them yesterday toadvise them that I was disputing this.Thank you for your assistance with this matter

Please accept this statement as the response of Lifestyle Communities, Ltd(“LC”) to the above-referenced complaint LC is committed to delivering a quality unit to each of our residentsUpon move-out, it was determined that the carpeting was not up to our standard and needed to be replacedIt seems that the Resident has misunderstood the decision-making process for this; regardless, LC did not have any obligation to consult with the Resident or get her permission prior to repairing the unitWhen a resident has damaged a unit beyond wear and tear, the resident is responsible for the additional costs incurred in repairing the unitIn this case, the carpeting was installed in October of and was expected to last yearsDue to the damage to the carpeting, it needed to be replaced soonerThe Resident was only charged for the remaining years of expected life of the carpetingLC understands the Resident’s frustration at the expense of the carpet replacement, however we are not able to reduce or waive the charges

We have come to a resolution on this complaint with LC

Regarding the leasing process, Ms*** was put in contact with the people best able to address her concernsMeagan worked directly with Ms*** to complete the leasing process and based on Meagan’s discussions with Ms*** she was confident that all of the issues that Ms*** was having were best handled through the leasing office. Ms*** is invited and encouraged to reach out to the leasing office on siteTo help facilitate this, Meagan has reached out to Ms*** regarding the concerns she has raisedThe folks in the leasing office are in the best position to help her with fixing the issues she has, and in the event that anything is not something that is best handled on a local level, it will be escalated to the regional or corporate levels as appropriateAs to specific concerns regarding the paint in her garage and any other items, without seeing the specific items that she is concerned about we cannot propose a solution at this time, and we hope that Ms*** will be willing to work with the leasing office to address her concerns

Throughout the term of the Resident's lease, LC has addressed and resolved the Resident's maintenance concernsThe Resident's primary complaint is that her windows are allegedly defective and have caused increased utility bills over the winter monthsHowever, LC's due diligence concludes that the
windows were not defective and did not cause an increase in the Resident's utility billsLC understands the Resident's frustration at the expense of her utility paymentsLC is willing to re-inspect the windows and will continue to investigate the Resident's complaints; however, at this time, LC is unable to provide a credit for the utility bills.The regional manager will contact the Resident to resolve this matter

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Please see attached pictures in response to the request for move-out condition pictures of the apartment If you need anything else, please let us know

Please accept this statement as the LC Preserve Crossing, LLC (“Preserve Crossing”) response to the above referenced complaint. In this complaint, the former Resident complains of charges that were assessed to her rental account for property damage. In order to meaningfully address the
issue raised, it is necessary to understand the contractual obligations between the Resident and Preserve Crossing. Pursuant to the lease agreement entered into between the Resident, the co-tenant, the co-signer, and Preserve Crossing (“Lease Agreement”) to lease apartment unit ***, the Resident and the co-tenant agreed to use customary diligence in caring for the apartment and, upon termination of the Lease Agreement, to surrender the apartment in a thoroughly clean condition, in good order and repair, with the exception of ordinary and wear and tear. Furthermore, in the event damage was caused to the apartment, the Resident, the co-tenant, and the co-signer agreed to pay all fees and damages in excess of the security deposit of Two-Hundred Dollars ($200.00)According to Preserve Crossing’s management records, including photographs of the apartment, part of the carpeting had to be replaced due to substantial damage that required repair beyond cleaning. (See attached photographs). On or about June 13, 2013, prior to the termination of the Lease Agreement on July 31, 2013, a total charge of Five Hundred Ninety-Two Dollars ($592.00) was applied to the rental account The total charge consisted of one (1) charge for Twenty-Five Dollars ($25.00) for failure to return a pass and two (2) charges for carpet replacement in the amounts of Four Hundred Eighty-Two Dollars ($482.00) and Eighty-Five Dollars ($85.00). On or about August 29, 2013, within thirty (30) days of the lease termination, the security deposit of Two Hundred Dollars ($200.00) was applied to said charges (See attached “Resident Statement”). On or about August 29, 2013, a Statement of Deposit Detail (“Statement”) was mailed to the Resident at her forwarding address. (See attached “Statement of Deposit Detail”). The Statement detailed the charges applied to the rental account and indicated that the security deposit had been applied to the account. The Statement advised that there was a remaining balance of Three Hundred Ninety-Two Dollars ($392.00), and that payment of the balance must be received within thirty (30) days to avoid collections Because payment had not been received, the rental account was referred to a collection agency on April 1, 2014, for collection against the Resident and the co-tenant. On August 15, 2016, the co-signer was placed on collections. While Preserve Crossing can appreciate the Resident’s concerns on the matter, it has been handled according to the Lease Agreement As such, at this time, Preserve Crossing is demanding payment of the outstanding balance of Three Hundred Ninety-Two Dollars ($392.00) from the Resident, the co-tenant, and the co-signer. Preserve Crossing has attempted resolve the matter with the Resident, and encourages the Resident to reach out directly to Preserve Crossing

I received a letter from *** ***I wanted to make sure that my dispute stays open with Lifestyle Communities regarding my concrete workThey still have not contacted me to schedule the limescale cap repair that I reported to them last Spring*** *** has told me through e-mail that it will be scheduled, but I still have no idea whenEven though I was originally told that it would be done by the end of last SummerI am still wary that they will do this at all, as they have given me the runaround for a yearThank you!

Please accept this statement as the response of Lifestyle Communities, Ltd(“Lifestyle Communities”) to the above referenced complaintIn her complaint, Resident claims that maintenance issues in her apartment have not been resolved by Lifestyle CommunitiesHowever, Lifestyle Communities has
addressed the maintenance issues by speaking with Resident on the phone and by completing submitted work orders in a timely manner(See attached work orders)It should be noted that Resident did not turn in a moinspection sheet to have work completed at the time she moved inResident has resided in the apartment since December of and received a two-month concession at move-in, meaning that she did not pay rent for the first two months that she lived in the apartmentSince February of 2016, Resident has failed to pay her rent on time every month and has had one non-sufficient funds (“NSF”)After Resident received two late charges for failing to pay rent on time, she wrote a letter to the office asserting the issues she had in the apartment, all of which have been resolved other than the installation of new burners for her stove top (Lifestyle Communities is awaiting delivery of the burners)Resident also asked for a new unit in her letterLifestyle Communities informed Resident over the phone that she could not be transferred to a new unit onsite due to her repeated failure to pay rent on timeOn June 10, 2016, Resident informed Lifestyle Communities that she felt all of her maintenance issues were not resolved and that she was living in an “unfit” living circumstanceLifestyle Communities walked through her unit that morning and observed each maintenance issue to be resolvedAs to Resident’s requested resolution, Resident was not, and cannot be, transferred to a new unit because she is unqualified due to her inconsistent rent paymentsResident is currently being evicted for her failure to pay rent

The individual I had an issue with was Claire, who was the Property Manager at LC Henley Station and not a leasing agentMeghan also had the same position as Claire as a Property ManagerI had asked to speak to their manager, who never responded or contacted me. I did send an email regarding the issue with the carpet several months agoI was asked if I had submitted this information in the walk in checklist and no other resolution was offered. I can make a list for maintenance, however it is too late to fix the carpet issues and how is this going to fix the issue with the paint stains on the majority of the garage floor that was present when I moved in?
Regards,
Sharifah ***

After five years as a resident, this is considered wear and tear Again, the leasing agent stated I would receive my security deposit in full and there was nothing reported wrong with the apartment upon move outSend back the remaining amount of my security deposit: $220. This is so unprofessional

The repair to the concrete
and stone outside of the consumer’s condominium is still planned for the very
near future, but it is not possible to set a specific date for that repair yetThis repair is part of a very large projectThe timeline and decision on this repair were made by and
continue to be controlled by the Condominium Association that governs the customer’s
communityWhile Lifestyle Property Management is helping to facilitate this
repair as the property manager hired by the Condominium Association, it is not
the decision-maker on when or how any repairs will be madeThis repair is part
of a muti-year, community-wide project being undertaken by the Condominium
AssociationAlthough customer’s concern for the concrete outside her own condominium
unit is understandable, the repair is part of a much larger project that
affects her entire community
The customer will be
notified as soon as a date can be scheduled for the repairReplacement stone
has been ordered; once stone is ordered, it takes several weeks for the
specially ordered piece to be milledHer repair will be the first in the
community to be completed

Thank you very much for your assistance with this matterNever thought this could have been resolved in hoursOutstanding!! Thank you again

The Preserve Crossing Community Master Association has informed Lifestyle Communities, Ltdthat it resolved this complaint with the Resident

January 30,
To Whom It May Concern:
Please accept this statement as the response of the Farms at New Albany Park, Ltd(“FNAP”) to the rebuttal filed in the above-referenced matter. In the rebuttal, Mr*** rejects FNAP’s response and further asserts that FNAP is responsible for his inability to fit his furniture into the PremisesAs stated in its initial response, FNAP provided Mr*** adequate opportunity to inspect the Premises prior to signing the Lease Agreement, attached hereto. It was during those times, that Mr*** should have taken appropriate measurements of the Premises to ensure that the size of his furniture would not be an issue. FNAP, having no actual knowledge as to the size of Mr***’s furniture, and no known prior circumstances of tenants having difficulty moving furniture into similar sized units, could not have anticipated that the Premises would not accommodate Mr***’s needs. Furthermore, the fact that Mr*** was denied the opportunity to move his furniture into the Premises prior to signing a lease agreement is unmoving. For various reasons, FNAP does not allow potential tenants to occupy an apartment unit prior to entering into a lease agreement and considers a request of this nature unreasonable.
With respect to early termination of the Lease Agreement, FNAP was under no obligation to allow early termination without assessing the appropriate charges. Rather, Mr*** agreed that, in the event he was unwilling or unable to fulfill his obligations under the Lease Agreement, he would continue to be responsible for rent until the Premises could be re-rented, as well as paying the re-rental fee, all applicable late fees, and/or charges due to damages to the Premises. FNAP has acted in accordance with this Lease Agreement and therefore, demands payment in the amount owed.
Please contact me directly with any questions or for additional information regarding this matter. %