To Whom It May Concern,We take all resident (past, present and future) concerns to heart and have had ongoing communication with *** *** from the time of the move out walk through to this point We enjoyed very much having *** *** and her family as resident's of Los Pinones and were sad to
see them go, but understand that the needs of their family being closer to their child's school was most important We tried to make the move out as seamless as possible and believe that Mrs***'s concern may be the result of a misunderstanding.We have a standard of professionally cleaning all carpets prior to a new move in, which our residents are very appreciative of, and of course, this is what we did for Mrs*** and her family upon move in as well During our move out walk through, I explained how we assess charges and that we always charge a carpet cleaning fee unless a professional cleaning has been paid for by the resident Mrs*** told me that she had the carpets shampooed I asked her for a copy of the receipt so that she would not be charged a carpet clean upon move out She said she would email it to me.I had not heard from Mrs*** for quite some time and in line with NM state statues, completed her move out statement within days of her move out.Once she had received her move out charges, Mrs *** called the office and asked for the email address so she could send a copy of the receipt for her carpet shampoo I still did not receive it, so I asked her to drop it off at our office which she did When I saw that it was a $Home Depot machine rental, I reiterated to Mrs*** that we could only accept receipts for professional carpet cleaners, such as *** ***, etc In order to accommodate her however, I told her I would see if there was anything I could do for her situation.As a good faith effort, our company reimbursed Mrs*** $(the difference of the cost of her rental to our actual shampoo) I called Mrs*** to let her know that though we could not reimburse the entire amount of the $charge for carpet cleaning, we still wanted to provide her with the difference of $ I told her if she did not receive the check in a week, to call me She said thank you and we hung up.*** then called back on Saturday and spoke to my assistant, as I was off My assistant left me a message upon my return to the office on Monday the 28th Mrs*** called again on Monday and asked if I had received her email, however, I explained that it had gone to my assistant's email (we have two separate addresses) but I saw my assistant's note.She wanted me to forward it to my corporate office in an effort to reverse the entire $carpet cleaning charge, which I said I would do She also threatened to write negative reviews and complain to the Revdex.com (please see below).It saddens me that we went above and beyond with this resident, reimbursing the difference of our carpet clean to her carpet clean rental, yet merely one day after being threatened, are now having to defend a policy that was not only explained thoroughly, but is in all of our resident's best interest.We wish Mrs*** and her family the very best nonetheless and look forward to the Revdex.com's consideration that this was clearly a misunderstanding on Mrs***'s part.Kind Regards, Julie C***Property Manager and staff member of 7+ years-----------------------------------------------------------------*** ***
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Aldine F*Assistant ManagerLos Piñones Apartment Homes---------- Forwarded message ----------From: *** *** ***>Date: Fri, Sep 25, at 9:AMSubject: aptdeposit returnTo: Assistant Manager Hello, this email is to complain the procedure of receiving back our deposit when moving out. We moved out on July 4th As we checked, discussed, and agreed that once we show you the proof of shampoo carpet, you won't deduct the money for shampoo carpetI emailed you the proof right away. About six weeks later, we received the check for returning our deposit$dollars of carpet shampoo was deductedI called your office, you claimed that you never received my emailI went to your office and dropped the hard copy of the proofAnother six weeks later, I still didn't hear anythingI called again and you told me that you will mail the check the next dayYesterday, I received a check of $My whole family and myself all feel very upset and insultedWe are asking our own money back, and we did what we were supposed to do, and we had an agreementWhy is that hard to return the customer's deposit? Why the whole procedure is so inefficient? I have to think: Did you do it on purpose? I know a lot of your customers moved out and never came back, they moved out of the states or even out of the country therefore, you don't care about the returned customers, right? Is this your company's culture?Before I moved to your department, I read the reviews, some customers warned us that you don't have a good reputation on returning the depositI thought it might happened occasionallyBut I am wrongIt looks like it is a common issue in your companyWhen I lived in LP, I also saw and heard several customers lost their deposit even after they did a good cleaning job.Now, I still keep requiring my own deposit back, which is $95 not $29. If it is really too hard for your company to do the work, I will complain to Revdex.com and write reviews on your own and other popular websitesI'd like to help others understand your company better. Regards.***
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]I didn't know that they do not want to give me the deposit back until I received the partial of the carpet cleaning refund. I did emailed the proof right after I moved out. They received my other emails before but not this one. I don't believe it. If I knew that they only refund the little partial of the deposit, I would not spend the money and time to do the work.
To Whom It May Concern,We take all resident (past, present and future) concerns to heart and have had ongoing communication with *** *** from the time of the move out walk through to this point We enjoyed very much having *** *** and her family as resident's of Los Pinones and were sad to
*Assistant ManagerLos Piñones Apartment Homes---------- Forwarded message ----------From: *** *** ***>Date: Fri, Sep 25, at 9:AMSubject: aptdeposit returnTo: Assistant Manager Hello, this email is to complain the procedure of receiving back our deposit when moving out. We moved out on July 4th As we checked, discussed, and agreed that once we show you the proof of shampoo carpet, you won't deduct the money for shampoo carpetI emailed you the proof right away. About six weeks later, we received the check for returning our deposit$dollars of carpet shampoo was deductedI called your office, you claimed that you never received my emailI went to your office and dropped the hard copy of the proofAnother six weeks later, I still didn't hear anythingI called again and you told me that you will mail the check the next dayYesterday, I received a check of $My whole family and myself all feel very upset and insultedWe are asking our own money back, and we did what we were supposed to do, and we had an agreementWhy is that hard to return the customer's deposit? Why the whole procedure is so inefficient? I have to think: Did you do it on purpose? I know a lot of your customers moved out and never came back, they moved out of the states or even out of the country therefore, you don't care about the returned customers, right? Is this your company's culture?Before I moved to your department, I read the reviews, some customers warned us that you don't have a good reputation on returning the depositI thought it might happened occasionallyBut I am wrongIt looks like it is a common issue in your companyWhen I lived in LP, I also saw and heard several customers lost their deposit even after they did a good cleaning job.Now, I still keep requiring my own deposit back, which is $95 not $29. If it is really too hard for your company to do the work, I will complain to Revdex.com and write reviews on your own and other popular websitesI'd like to help others understand your company better. Regards.***
see them go, but understand that the needs of their family being closer to their child's school was most important We tried to make the move out as seamless as possible and believe that Mrs***'s concern may be the result of a misunderstanding.We have a standard of professionally cleaning all carpets prior to a new move in, which our residents are very appreciative of, and of course, this is what we did for Mrs*** and her family upon move in as well During our move out walk through, I explained how we assess charges and that we always charge a carpet cleaning fee unless a professional cleaning has been paid for by the resident Mrs*** told me that she had the carpets shampooed I asked her for a copy of the receipt so that she would not be charged a carpet clean upon move out She said she would email it to me.I had not heard from Mrs*** for quite some time and in line with NM state statues, completed her move out statement within days of her move out.Once she had received her move out charges, Mrs *** called the office and asked for the email address so she could send a copy of the receipt for her carpet shampoo I still did not receive it, so I asked her to drop it off at our office which she did When I saw that it was a $Home Depot machine rental, I reiterated to Mrs*** that we could only accept receipts for professional carpet cleaners, such as *** ***, etc In order to accommodate her however, I told her I would see if there was anything I could do for her situation.As a good faith effort, our company reimbursed Mrs*** $(the difference of the cost of her rental to our actual shampoo) I called Mrs*** to let her know that though we could not reimburse the entire amount of the $charge for carpet cleaning, we still wanted to provide her with the difference of $ I told her if she did not receive the check in a week, to call me She said thank you and we hung up.*** then called back on Saturday and spoke to my assistant, as I was off My assistant left me a message upon my return to the office on Monday the 28th Mrs*** called again on Monday and asked if I had received her email, however, I explained that it had gone to my assistant's email (we have two separate addresses) but I saw my assistant's note.She wanted me to forward it to my corporate office in an effort to reverse the entire $carpet cleaning charge, which I said I would do She also threatened to write negative reviews and complain to the Revdex.com (please see below).It saddens me that we went above and beyond with this resident, reimbursing the difference of our carpet clean to her carpet clean rental, yet merely one day after being threatened, are now having to defend a policy that was not only explained thoroughly, but is in all of our resident's best interest.We wish Mrs*** and her family the very best nonetheless and look forward to the Revdex.com's consideration that this was clearly a misunderstanding on Mrs***'s part.Kind Regards, Julie C***Property Manager and staff member of 7+ years-----------------------------------------------------------------*** ***
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Aldine F
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]I didn't know that they do not want to give me the deposit back until I received the partial of the carpet cleaning refund. I did emailed the proof right after I moved out. They received my other emails before but not this one. I don't believe it. If I knew that they only refund the little partial of the deposit, I would not spend the money and time to do the work.