Mayfield Management Group Ltd

Initial Business Response /* (1000, 9, 2015/07/23) */
Good morning ***
This is to confirm our telephone conversation on July regarding the aforementioned file and to provide you a response in writing, as requested
We do apologize to *** if he feels for some reason we were
unavailable to take his phone calls in each instance that they may have occurredIn this review I can determine many successful points of contact, unfortunately *** may not have been pleased with the results, we do apologize too him if he feels we should have handled communications differentlyWe appreciate all feed back in order to improve and understand the consumers perspective
When we spoke, I invited you to visit our web site and view our standard rental application and outlined the applicants acceptance and acknowledgement section were the funds or forfeitable if the applicant does not take possession of the suite on the agreed date*** This is standard practice within the industryHowever, it is our practice to forgo forfeiting the funds if the suite is re-rented quickly; unfortunately in this case the suite was not rented quickly***'s rental market condition perspective, at present, do not currently reflect true rental market conditions
***'s complaint: Application and security deposit requested before confirmation of acceptance
***'s point of view seems to be that because he did not execute a lease that the deposit should not be forfeitedThe agreement entered into, as outlined, on the Application below has been inserted in red text
SECURITY DEPOSIT
Under penalty or perjury the undersigned represents that the above statements are true and complete and authorizes the verification of information and references givenIt is understood that the amount received will be returned if the applicant(s) is not accepted as resident(s)
NO CASH POLICY / MONEY ORDER OR CERTIFIED CHEQUE ONLY
The Landlord hereby acknowledges receipt of the sum of $XXX.XX as a rental deposit which is forfeitable in the event the applicant does not take occupancy on the commencement date as agreed upon, or fails to execute the standard lease/documents when presented for executionUpon the applicant taking possession of the apartment, the deposit shall be deemed to be a Security Deposit as defined in the Province of Alberta under the Residential Tenancies Act
APPLICANT'S INITIALS:
I/We have read and understood all conditions of this application for tenancy:
Our process is to complete the lease, accommodation inspection and release the keys on the date schedule to complete the possession of the unit on the previously agreed dateI am unable to comment on ***'s presumptions of attempting to sign a lease on dates prior to the possession date
*** applied for tenancy on May 5th, the application was processed and approved May and *** was also notified on May 6th that his application was approvedOffer, acceptance and consideration occurred within a hour time spanFunds were received as a deposit on a tenancy agreement at the time on applicationThe funds are consideration for exclusive use of the rental premises on May 15thAs such we can no longer offer the premise to any other perspective tenant and the suite is off market
We have reviewed our daily diary and have documented many other voice messages, perhaps no voice message was left on each occasion he calledI do not want to imply *** did not leave a voice message(s), although the daily diaries suggests he may not have left a message each and every time he rang the number
A Manager cannot be at their desk at all times to accept phone calls in this industry, we can confirm that the municipally was needing on site supervision to attend to water meter replacements on the 7th and the Manger was not at the site for the whole day on 8th, so it would make sense that *** may not have had a live answer when calling; confirming the manager is reachable as *** joined him in his office when he dropped into the office without an appointmentNo screening of calls occurredWe strive to return all voice message in a timely manner and provide continued and ongoing customer service
I understand that during the person-to-person visit on May 11th, *** explained to the Manager that he would not be taking the suite, at which time the Manger explained the deposit would be forfeited if he does not take possessionThe Manager advised *** we would require him to submit his notification of the same in writing, as per our process
*** did send an email confirming he was not taking possession of the unit on May 15th, on May 14th at 10:22; not on the 12th as he has explainedThe email was forward to our office by the Manager at 1:on May 14th as well***'s email indicated it would be a very nice place to live and apologizedThere is nothing in his email suggesting that any previous experience was negative whatsoever
The suite had not re-rented and a statement of account was then issued and mailed to *** on May 26th
Our receptionists, ***, can only forward callers to the appropriate departmentI do not understand how ***'s recollection of his phone call would have been so different, from standard process
Should have any questions please do not hesitate to contact me
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