Management Services Corporation

Revdex.com:
I have reviewed the offer and/or response 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.They have not addressed the concern.  Why have I had to make repeated calls to them for the same issue?  If there was a leak it should have been corrected the first time if their maintenance technicians are 'HVAC certified' as they claim.  Also, although it was 72* outside the apartment it was NOT 72* inside the apartment.  I took a picture of the thermostat showing 78* inside that I can send.  I can also send a picture of the A/C unit as well showing that it has been there since 1973.  They have not changed the unit since the apartments were built!!  I'm fairly certain that if an A/C unit is having repeated issues and is 43 years old...it may be time to consider replacement.
As far as the rent is concerned.  They are correct, when I moved in it was $710/mo but they are incorrect about the amount I'm paying.  They forgot to mention that the first increase was $45/mo and they've just increased it AGAIN another $48/mo so my new monthly payment is $803/mo and I would be happy to provide a copy of the lease upon request.  I moved in May 2015, it is now September 2016 so within 16 months my rent has increased by $93/mo.....pretty much what I stated in the original complaint.
Regards,
[redacted]

Review: TO the general manager or customer service supervisor of the company,

FROM [redacted], former resident of [redacted] ([redacted]). Lease ended on 6/30/2016.

July 2nd (Saturday) morning

I found I forgot something (warranty files, cooking stuff, cleaning stuff, sauces) in the kitchen cabinet in the apartment. I don't want to lose them so I visited the leasing office in person rather than call/email them. I communicated with the female associate whose desk is on the right hand side behind the entrance and was told very clearly I would be contacted on July 5th and their staff will check the place for me during the restoration (at the time of my visit the cabinet hasn't been cleared)

July 3rd, July 4th: Weekend & Holiday

July 5th: Sent them an email (to [email protected]) on 2:45 AM. Just in case they forgot my issue that they have recorded. They can check the email titled "Lease ended but forgot something in the kitchen cabinet." from [redacted]

No response until 3:55 PM on that day. Worries came up to my mind and I called their phone number 434.270.7208

I tell them I sent them an email about forgetting something in the apartment. I was told the email had been received and forwarded to the property manager. They confirmed with me that I will be contacted if they find something in the apartment.

(In the beginning of their line, there is a hint "this call may be recorded". I suggest the company listened to the call and their reply)

July 6th.

In my lease the first 7 days of the first month's was taken by the company for restoration. So I think the restoration should approach completion and the new residents will occupy the apartment soon. But I still haven't been contacted via any method. I visited them in person again. I met the associate who recorded my issue at that day and it seemed she could remember me. Then she called their stockroom staff and I was told they knew something was left in the cabinet but threw them because they deemed those stuff as low value.Desired Settlement: Pay for my things they threw out.

They are my personal property and the value of them cannot be simply defined by their staff. The logic is very clear. What about I threw out/destroy something in their property for the reason that I think it's worthless.

I have tried all the methods I can think of (visited their office twice, emailed them, call them) to formally and clearly express that the things I forgot are important to me and request picking them up myself. The message was sent on time, which means the loss could have been avoided.

I'm very disappointed with their customer service practice. They only begin to take care of my issue only when I come in. It's possible for them to leave a notice to the restoration staff to pay attention to that cabinet (at least on July 6th I visited them their staff on the phone remembered throwing things and what). My things don't take room and I said I can pick them up the same day. The outcome is caused by their inefficient communication.

Business

Response:

We are sorry that the resident did not feel his concerns were communicated well and that he was not able to retrieve the items he accidentally lft behind. It is true that it was a holiday weekend which contributed to his not getting clear information regarding the apartment inspection. His lease ended on Thursday 6/30 at Noon. Shortly thereafter a move out inspection was conducted and there were perishable items left behind (food & spices). It is standard procedure for our inspectors to dispose of anything perishable right away. If items are not perishable, the resident will be notified that they will be stored for a maximum of 10 days and that they must pick them up. In this case the inspector did not find any other items. We have attached the email thread from the resident and our response. We do however regret that the resident did not receieveclear information when he came in to our office two days after he moved out . Had our turnover staff been there they could have explained what happened - that it was too late to retrieve perishable items. The resident instead spoke with the only staff available, which was a leasing agent and they simply did not have the information available to them at that time. The resident is asking to be reimbursed $30 for his loss and we are happy to accomodate his request. Our staff did their jobs to the best of their abilities and followed standard protocol, but at the same time we believe the resident tried his best as well.

Review: I am an incoming transfer student to the [redacted], looking for housing. On 5/11/16, MSC enticed me to sign a lease for 7/31/16 to 6/23/17 on an apartment together with another potential roommate. I paid MSC an application fee of $35, 1/2 of the refundable deposit ($250) and 1/2 of the restoration fee ($175). MSC explained that the $35 is for processing and background/credit check with [redacted], and the restoration fee is for restoring (cleaning/repainting) the apt at the end of the lease. Although students do not have a credit history nor the means to pay for rent, MSC stated that as long as applicants are UVA students, MSC would not require parental approval or guarantor. After MSC unsuccessful attempts to collect one half of the deposit & restoration fee from the other student, MSC ratified the contract on 6/2/16. I cannot afford to pay for the whole apt on my own and asked for a lease cancelation. MSC is requiring me to find new tenants to take over the lease, which I did. After referring potential tenants to MSC, I received MSC email stating "I am so glad that you are getting a lot of interest in the apartment! Unfortunately, I can’t schedule any tours or process any applications until [you] have signed the Lease Takeover paper work and paid the $655 [lease takeover] fee." This fee was not disclosed when I signed the contract. MSC is not cooperating and threatens to collect rent for the whole tease term that has yet to start for another month and a half, if I do not pay the additional $655 AND find new tenants. I don't even have keys to the apt yet, and MSC won't show the apt to several potential new tenants that I have referred. I already paid MSC $460 total. MSC requires that (1) I pay $1,310 before 7/1/16 for a lease that will not start until 7/31/16 or additional late payment penalties, AND the full year lease payments of $14,410, if the apt cannot be released, or (2) pay another $655 for MSC to show the apt to new tenants.Desired Settlement: I would like MSC to (1) take the $655 lease take over off the Lease Takeover form before I sign that agreement, and show the apt to the potential new tenants that I have referred so that the lease takeover can take effect, (2) release me from the lease contract and any and all related obligations, and (3) refund to me the deposit and restoration fee of $425. I will forfeit the $35 application fee already paid. I will not have to pay the $655 lease takeover fee because (1) the lease term (7/31/16-6/23/17) has not yet started, and I do not have keys/access to the apt, and (2) MSC has not incurred any loss, or any deposit and restoration fee, and (3) I am marketing the apt for MSC and have referred new tenants to MSC, with whom MSC admitted to have been communicating to re-lease the apt.

Consumer

Response:

Dear Ms. [redacted],

Review: I moved out my apartment on May 13th, 2014. I did a walk through with them everything was fine besides a stain on the carpet which was finger print dust because someone broke in my apartment. I told them that it had to be professionally clean because of that. I received a email stating my carpet was ruined and had to be replaced and it had to be paid by July 25th or they were gonna send me to collections. So we go to pay for for it on the 25th and request a receipt and they was unable to provide one. They then came up with a work order that said my carpet was supposed to be cleaned on May 16th but the status on the work order was cancelled and it was created on June 17th.Desired Settlement: I want my security deposit back

Business

Response:

We did provide the resident with a receipt for the carpet replacement as well as the work order in which we requested the steam clean. The resident is correct in that a walk through inspection occurred on May 13th with the community’s [redacted] and at that time the carpet was noted on the inspection sheet as being stained badly. ([redacted]). This was a brand new carpet when the residents moved in 2 years prior yet it was believed the carpet was stained beyond repair. Following the inspection, later in the day on May 13th, a work order was created and a carpet steam clean was scheduled for the 16th. A second work order was created to have the carpet replaced on the 17th in the event the stains did not come out, as we did not feel comfortable providing the incoming resident with a carpet that was in such poor condition – nor would that be consistent with MSC standards.

Unfortunately due to a scheduling conflict, the carpet cleaning company did not make it to the apartment until the morning of the 17th, and the replacement was already under way. We understand

that no resident enjoys being charged for move out expenses, and we have gone to great lengths to assure that each individual resident is notified of our move out requirements so that they are not surprised by charges. Although it was believed that these stains would not come out, we did tell the resident that we would steam clean the carpet and that obviously did not happen. For that we are sorry. Because of this we are willing to work with the resident to meet somewhere in the middle with regard to these charges.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,