Hello, Thank you for submitting this item for our attentionAs you've indicated, we previously met to discuss concerns, resolutions and better ways that we can assist with roommate mattersWe requested a Roommate Mediation to be conducted so that we can better assist complaints from both
parties involved, however, this option was declinedWe also requested for your follow up on any continued issues still experiencing and had not received a response back regarding continued concerns since our prior meetingWe are happy to get your transferred over to another unit within our community, penalty free, (dependent on open available bedrooms and floor plans) for our 01/proposed datePlease stop by the Leasing Office to review open options alongside our Management TeamWe are also happy to review once more the steps for Reassignment if you choose to pursue the lease reassignment optionThank you for your residency! Please do not hesitate to forward additional concerns or questions to our Management for immediate assistance *** or ###-###-####
Thank you for reaching out to our Community regarding this matterPlease accept my apology for the interaction and inconvenience.Our Resident Housing Contract includes the following policy on animals: “Should a pet be obtained at any time during residency, resident agrees to
complete a new pet addendum in the office prior to the pet being brought to the property, submit payment for a $upfront Pet Fee, and attain approval for the petResident also understands that pet sitting and visiting pets are prohibited at all timesFailure to comply with the Pet Addendum will result in a $fine.” As you’ve indicated, the animal was located on the premises in your possession several timesEach of those times, this violation of the Resident Housing Contract was brought to your attention along with the requirement to remove the animal from the premisesEach of those times also warranted a $fineHowever, your residential ledger was only penalized a $fine, and a statement to remove the animal from the premises was also givenUnfortunately, you did not adhere to the Resident Housing Contract, this fine ensued Please do not hesitate to reach me via email at ***, stop by the Leasing Office, or contact our Leasing Office at *** *** with any additional concernsI am happy to help and speak with youThank you for your residency. *** *** ***University Estates at Austin
Hello! Thank you for submitting this item for our attentionWe are disappointed that your opinion of our community is not higher at this timePlease understand that our resident entered the Leasing Office expressing interest in renewal of resident housing contract term for the upcoming school year
and completed that processOur Guaranty terms agreed to reflect that the guarantor terms will extend through any lease extensions and/or renewalsThe resident did not express any interest in conflicts regarding the existing guaranty termsWe are happy to get you removed as the Guarantor for the renewal lease in lieu of a new and approved guarantor being located and approved for our residentPlease let us know if you wish to proceed so that we can communicate this informationPlease also note that we are unable to void or cancel any Resident Housing Contracts (except for military purposes)However, there is an option of Reassignment - in which both the current resident and guarantor can locate new approved resident and guarantor to take over any contractual terms and obligations with our communityWe are happy to help in any wayPlease do not hesitate to forward any additional questions or concerns to our Property Manager, *** or via phone *** ***
Complaint: ***
I am rejecting this response because:See below a letter that was written to University estates on behalf of *** *** (daughter)
First
of all, if you can't take care of all your residents in a respectable manor,
for example: (taking care of service requests within a few days) then maybe try
not owning a property of thousands of people you can't properly take care of
My fridge was not replaced for two and a half weeksLet's make this very
clear, the People who came in to check out my fridge did NOT believe me that it
was broken and lied about ordering a new fridge THREE times and it eventually
took me calling in, and threatening to get a health inspector for someone to
take me seriously in order to replace my fridgeOnce I did that, someone came
in the next dayHow convenient I lost over $of food, and you never
bothered to replace my spoiled food yet you let me move in to a unit with a
broken fridge.
My dishwasher also broke and
was not replaced for two weeks and smelled so disgustingIt took me calling
the office countless times to get that taken care of when the problem could
have been avoided if you had working utilities in the first placeAlso, you
really shouldn't let people move in to a unit that has these issues along with
reoccurring plumbing problemsThe sink has over flowed twice and both times
where when it wasn't in useThere was constantly black mold all year in my
bathroom, that I had to clean weekly, and tile that would fall off because it
was cheap put togetherThe unit is a hazardous place to live PERIOD.
As far as the bug problem, me
and *** BOTH made the decision to get pest control and they claimed to have
sprayed around the house and not inside the house since I have a cat, and the
fact that you are saying that you sprayed her room (inside the house) and did
not do what we asked of you-potentially put my cat in serious danger and I can
technically take that to a higher court for animal poisoning Also, are
both room mates supposed to call in about the same problem to get something
done? Because we share the common space so obviously it shouldn't take two
people to fix one over all problem but I guess you're just using this against
me to make yourself feel like you did your part.
As far as the check never being
received , it seems really convenient that all of a sudden, after a year of
receiving our checks, now you didn't? I find that really hard to even consider.
As far as locking me out of my
room? That sounds like an easy way to make some moneyShow me where this
"law" of locking my bedroom door exists because I've talked to my
lawyer about this and it sounds like another lie that you are tying to get away
withAlso, like you said, *** has been moved out long before you locked me
out of my room, and if your reason for doing that is to keep other people out
of my room, then you're really gonna have to make something good up to cover
thatIt was extremely unnecessary to make that huge inconvenience for meJust
like my entire living experience has been at university estates.
All you care about is your
money, and not at all about your residentsI'm going to spread the word about
about all the problems I've had at this place In hopes that people will see the
way you really treat your residents. SEE ABOVEcomments by Ms*** ***I have gone over all this with University Estates. They have lied to me in the past and continue to do so in this effort to resolve. I stand my ground and I'm willing to just the issue go without receiving any money from them. That's my compromise.
Regards,
*** ***
Revdex.com:
I do agree that we had people come in and fix the unit my only complaint was that they failed to change the carpet and now they are wanting me to pay for itI refuse to pay for a carpet that has been through water damage and years of wear and tear of tentants living thereIt is there job to keep it maintenance.
Regards,
*** ***
Hello Mr***,Thank you for your message expressing your concernsWe are happy to additionally address these concerns and clear any confusion on the matter.(1) Refrigerator - A rental credit was issued for the delayed inconvenience while we ordered a new refrigerator for your daughter's residence
from General Electric.(2) Insects - Our Absolute Pest Control team visits our property for weekly service each Monday and services the units that have brought to our attention any pest issuesOur Management team was not made aware of any pest issues experienced in your daughter's residenceHad a notification been provided, the proper steps would have been taken to mitigate any pest issues.(3) Payment - As you've noted, your daughter's payment history has been greatTherefore, as it appears that the payment for the May installment could have been the result of a mailing related error, we have removed the $in late fees applied for the month of May and the $card convenience fee issuedI apologize for the inconvenience.(4) Lock Out - As our standard policy, all notices of inspections are delivered to the unit's door notifying our residents of our entry and inspection purposesInspection notices were delivered to your daughter's residence on 03/and 03/regarding our inspectionAs is our standard procedure, all doors in the residence are locked upon our exit of the unit for safety reasonsFront door and bedroom door keys are provided to all residents upon their arrival granting them access to their residenceUnfortunately, as a lock out after hours was conducted for ***, a lock out fee appliedAdditionally, as expressed and noted in several email exchanges between your daughter, her roommate, and our Management team, it was made known that *** was illegally accessing and using a bedroom in the unit that she was not authorized to useTherefore, your daughter was held responsible for the door damage she caused to this bedroom.Mr***, we hope to resolve this matterThere is a balance still due on the account as the result of a payment not received for the final month of the Resident Housing ContractPlease do not hesitate to reach out to our Leasing Office regarding that balance due information and the nature of the account status.Thank you Mr***Please do not hesitate reach out to me with any additional questions or concerns *** ** ***
Hello ***,Thank you for communicating this item with usIt appears a previous lease that you signed with University Estates in was turned over by prior personnel during the application process, as the lease was executedWe have communicated with Certified Recovery to remove this item from
their collection files and your credit historyCertified Recovery has communicated that the collections agency will close and remove this account from your creditPlease allow days for this to be deleted from your Equifax credit filePlease do not hesitate to communicate any additional questions or concernsWe are happy to help! I apologize for the delayed response and the inconvenienceThank you ***!
Hello! Thank you for reaching out to usWe are happy to assist in resolving this matterWe also thank you for considering University Estates as one of your housing choices for this upcoming year.Please note that upon your submission of the Student Rental Application and Parental Guaranty
Application on November 20, 2016, you selected and confirmed a desired move in date of August 20, 2017, therefore, the approval process and lease signing (as you agreed to in the terms) were executed to reflect an August 20, move in dateWe are happy to void this Resident Housing Contract if your intentions are to no longer reside at our community for the FallIf you would like to still become a residential member of our Community, we are happy to review any leasing opportunities available for January and revise the Resident Housing Contract to reflect your newly desired January move in choice. Additionally, please note that there are $contract fees submitted on your behalf as today, November 30th, as our Resident Housing Contract is on a pre-lease term for a future period, and installments become due once the Resident Housing Contract term has beganPlease also note that you agreed to and submitted payment for the Student Rental Application fee as required upon your successful submission of an application to our Housing Community; and as such, this item will not be refunded as noted as non-refundable. Please do not hesitate to reach me directly at [email protected] to discuss the option that you've chosen. We would love to welcome you as a resident if you still wish to become a part of our communityIf not, we wish you the best in your continued Housing searchThank you again for choosing University Estates.Best Regards!*** ***Property ManagerUniversity Estates at Austin* *** ***
***
Hello Ms***,Thank you for reaching out to our communityWe apologize for the inconvenience this has caused as a fraud victimWe have requested that our collection company completely removes your name and information from any accounts placed and provide you with documentation of this release
We will be working hand in hand with the Austin Police Department to cure any outstanding itemsAgain, we apologize for the inconveniencePlease do not hesitate to reach out to us with any additional questions or concerns at *** or *** ***We are happy to help!*** *** | Property Manager University Estates at Austin, *** *** *** * *** *** *** * ** *** * ** *** | ***
Thank you for your responseWe offered a Roommate Mediation to be conducted to help in resolving all concerns from both parties in the unit - this request was deniedWe offered to transfer you to another unit (penalty free), and this request was deniedIf you would like to pursue the Lease Reassignment Process, here are the Reassignment Steps: (1) Current residents finds a prospective replacement tenant(2) Prospect contacts the office about reassigning from current resident(3) The office sends online application link(4) Prospect pays the application fee(5) The office screens the prospect and cosignerIf prospect fails screening, we go back to step (6) Once prospect is approved and management has approved the apartment's condition, the current resident pays the reassignment fee of 85% of monthly installment(7) Reassignment agreement is draftedThis agreement is sent to, current resident, prospect and managementAll parties must agree and sign approving the key exchange date and the replacement process.(8) The prospect must view the apartment for themselves and attest that they have seen the apartment and accept it in its current condition(9) Once the reassignment agreement is signed by the parties involved, a lease contract and addenda is sent to the prospect to sign, with the same terms of the current resident(10) Once all documents are signed, then the exchange of keys is done in front of a staff memberOnce the key exchange is made successfully and all fees are paid, the reassignment is completeAs always, our Managers are available in the Leasing Office during the week days to further discuss this itemYou scheduled a meeting today with our team, however, did not show to this meeting nor respond to our communication outreach.Please let us know how else we can best assist in resolving concerns.Thank you for your residency!
Complaint: ***
I am rejecting this response because:I see that the other comments in my response have not been addressedIt does not seem like management is willing to do anything about my situation until a sit-down meeting is had, I am available for a sit down meeting Wednesday at 4PMI will be putting a security camera back up in my residence that will face the entrance as my previous one didUnless I am violating a policy that management failed to inform me of prior to the initial install in late October
Regards,
*** ***
Thank you for your communicationWe are happy to help get this resolved.There was an unfortunate incident in your unit September which resulted in the unit's clothing washing machine overflowing after resident's useWe can definitely understand the inconvenience that such an unfortunate
incident can cause our residentsHowever, this water intrusion was properly attended to by our remediation specialists vendors (Powerhouse) whom rectified, mitigated, and re-mediated your entire unit as a result of the water intrusion incidentEquipment was placed in your unit over a course of days/weeks to assist with the drying out and service of the unitAnti-microbial treatments were also completed on the unitAny items that required replacement by the recommendation of our certified vendors were replacedThe unit was restored as recognized by your continued residence from this incident through the expiration of your Resident Housing Contract on 07/31/2017.We apologize if there is any misunderstanding regarding your move out balance noted in the Final Account StatementPlease reach out to us by email via [email protected] or come by the Leasing Office so that we may further discuss this matter with our Property Managers.Thank you!-University Estates at Austin Management Team
Hello, Thank you for submitting this item for our attentionAs you've indicated, we previously met to discuss concerns, resolutions and better ways that we can assist with roommate mattersWe requested a Roommate Mediation to be conducted so that we can better assist complaints from both
parties involved, however, this option was declinedWe also requested for your follow up on any continued issues still experiencing and had not received a response back regarding continued concerns since our prior meetingWe are happy to get your transferred over to another unit within our community, penalty free, (dependent on open available bedrooms and floor plans) for our 01/proposed datePlease stop by the Leasing Office to review open options alongside our Management TeamWe are also happy to review once more the steps for Reassignment if you choose to pursue the lease reassignment optionThank you for your residency! Please do not hesitate to forward additional concerns or questions to our Management for immediate assistance *** or ###-###-####
Thank you for reaching out to our Community regarding this matterPlease accept my apology for the interaction and inconvenience.Our Resident Housing Contract includes the following policy on animals: “Should a pet be obtained at any time during residency, resident agrees to
complete a new pet addendum in the office prior to the pet being brought to the property, submit payment for a $upfront Pet Fee, and attain approval for the petResident also understands that pet sitting and visiting pets are prohibited at all timesFailure to comply with the Pet Addendum will result in a $fine.” As you’ve indicated, the animal was located on the premises in your possession several timesEach of those times, this violation of the Resident Housing Contract was brought to your attention along with the requirement to remove the animal from the premisesEach of those times also warranted a $fineHowever, your residential ledger was only penalized a $fine, and a statement to remove the animal from the premises was also givenUnfortunately, you did not adhere to the Resident Housing Contract, this fine ensued Please do not hesitate to reach me via email at ***, stop by the Leasing Office, or contact our Leasing Office at *** *** with any additional concernsI am happy to help and speak with youThank you for your residency. *** *** ***University Estates at Austin
Hello! Thank you for submitting this item for our attentionWe are disappointed that your opinion of our community is not higher at this timePlease understand that our resident entered the Leasing Office expressing interest in renewal of resident housing contract term for the upcoming school year
and completed that processOur Guaranty terms agreed to reflect that the guarantor terms will extend through any lease extensions and/or renewalsThe resident did not express any interest in conflicts regarding the existing guaranty termsWe are happy to get you removed as the Guarantor for the renewal lease in lieu of a new and approved guarantor being located and approved for our residentPlease let us know if you wish to proceed so that we can communicate this informationPlease also note that we are unable to void or cancel any Resident Housing Contracts (except for military purposes)However, there is an option of Reassignment - in which both the current resident and guarantor can locate new approved resident and guarantor to take over any contractual terms and obligations with our communityWe are happy to help in any wayPlease do not hesitate to forward any additional questions or concerns to our Property Manager, *** or via phone *** ***
Complaint: ***
I am rejecting this response because:See below a letter that was written to University estates on behalf of *** *** (daughter)
First
of all, if you can't take care of all your residents in a respectable manor,
for example: (taking care of service requests within a few days) then maybe try
not owning a property of thousands of people you can't properly take care of
My fridge was not replaced for two and a half weeksLet's make this very
clear, the People who came in to check out my fridge did NOT believe me that it
was broken and lied about ordering a new fridge THREE times and it eventually
took me calling in, and threatening to get a health inspector for someone to
take me seriously in order to replace my fridgeOnce I did that, someone came
in the next dayHow convenient I lost over $of food, and you never
bothered to replace my spoiled food yet you let me move in to a unit with a
broken fridge.
My dishwasher also broke and
was not replaced for two weeks and smelled so disgustingIt took me calling
the office countless times to get that taken care of when the problem could
have been avoided if you had working utilities in the first placeAlso, you
really shouldn't let people move in to a unit that has these issues along with
reoccurring plumbing problemsThe sink has over flowed twice and both times
where when it wasn't in useThere was constantly black mold all year in my
bathroom, that I had to clean weekly, and tile that would fall off because it
was cheap put togetherThe unit is a hazardous place to live PERIOD.
As far as the bug problem, me
and *** BOTH made the decision to get pest control and they claimed to have
sprayed around the house and not inside the house since I have a cat, and the
fact that you are saying that you sprayed her room (inside the house) and did
not do what we asked of you-potentially put my cat in serious danger and I can
technically take that to a higher court for animal poisoning Also, are
both room mates supposed to call in about the same problem to get something
done? Because we share the common space so obviously it shouldn't take two
people to fix one over all problem but I guess you're just using this against
me to make yourself feel like you did your part.
As far as the check never being
received , it seems really convenient that all of a sudden, after a year of
receiving our checks, now you didn't? I find that really hard to even consider.
As far as locking me out of my
room? That sounds like an easy way to make some moneyShow me where this
"law" of locking my bedroom door exists because I've talked to my
lawyer about this and it sounds like another lie that you are tying to get away
withAlso, like you said, *** has been moved out long before you locked me
out of my room, and if your reason for doing that is to keep other people out
of my room, then you're really gonna have to make something good up to cover
thatIt was extremely unnecessary to make that huge inconvenience for meJust
like my entire living experience has been at university estates.
All you care about is your
money, and not at all about your residentsI'm going to spread the word about
about all the problems I've had at this place In hopes that people will see the
way you really treat your residents. SEE ABOVEcomments by Ms*** ***I have gone over all this with University Estates. They have lied to me in the past and continue to do so in this effort to resolve. I stand my ground and I'm willing to just the issue go without receiving any money from them. That's my compromise.
Regards,
*** ***
Revdex.com:
I do agree that we had people come in and fix the unit my only complaint was that they failed to change the carpet and now they are wanting me to pay for itI refuse to pay for a carpet that has been through water damage and years of wear and tear of tentants living thereIt is there job to keep it maintenance.
Regards,
*** ***
Hello Mr***,Thank you for your message expressing your concernsWe are happy to additionally address these concerns and clear any confusion on the matter.(1) Refrigerator - A rental credit was issued for the delayed inconvenience while we ordered a new refrigerator for your daughter's residence
from General Electric.(2) Insects - Our Absolute Pest Control team visits our property for weekly service each Monday and services the units that have brought to our attention any pest issuesOur Management team was not made aware of any pest issues experienced in your daughter's residenceHad a notification been provided, the proper steps would have been taken to mitigate any pest issues.(3) Payment - As you've noted, your daughter's payment history has been greatTherefore, as it appears that the payment for the May installment could have been the result of a mailing related error, we have removed the $in late fees applied for the month of May and the $card convenience fee issuedI apologize for the inconvenience.(4) Lock Out - As our standard policy, all notices of inspections are delivered to the unit's door notifying our residents of our entry and inspection purposesInspection notices were delivered to your daughter's residence on 03/and 03/regarding our inspectionAs is our standard procedure, all doors in the residence are locked upon our exit of the unit for safety reasonsFront door and bedroom door keys are provided to all residents upon their arrival granting them access to their residenceUnfortunately, as a lock out after hours was conducted for ***, a lock out fee appliedAdditionally, as expressed and noted in several email exchanges between your daughter, her roommate, and our Management team, it was made known that *** was illegally accessing and using a bedroom in the unit that she was not authorized to useTherefore, your daughter was held responsible for the door damage she caused to this bedroom.Mr***, we hope to resolve this matterThere is a balance still due on the account as the result of a payment not received for the final month of the Resident Housing ContractPlease do not hesitate to reach out to our Leasing Office regarding that balance due information and the nature of the account status.Thank you Mr***Please do not hesitate reach out to me with any additional questions or concerns *** ** ***
Hello ***,Thank you for communicating this item with usIt appears a previous lease that you signed with University Estates in was turned over by prior personnel during the application process, as the lease was executedWe have communicated with Certified Recovery to remove this item from
their collection files and your credit historyCertified Recovery has communicated that the collections agency will close and remove this account from your creditPlease allow days for this to be deleted from your Equifax credit filePlease do not hesitate to communicate any additional questions or concernsWe are happy to help! I apologize for the delayed response and the inconvenienceThank you ***!
Hello! Thank you for reaching out to usWe are happy to assist in resolving this matterWe also thank you for considering University Estates as one of your housing choices for this upcoming year.Please note that upon your submission of the Student Rental Application and Parental Guaranty
Application on November 20, 2016, you selected and confirmed a desired move in date of August 20, 2017, therefore, the approval process and lease signing (as you agreed to in the terms) were executed to reflect an August 20, move in dateWe are happy to void this Resident Housing Contract if your intentions are to no longer reside at our community for the FallIf you would like to still become a residential member of our Community, we are happy to review any leasing opportunities available for January and revise the Resident Housing Contract to reflect your newly desired January move in choice. Additionally, please note that there are $contract fees submitted on your behalf as today, November 30th, as our Resident Housing Contract is on a pre-lease term for a future period, and installments become due once the Resident Housing Contract term has beganPlease also note that you agreed to and submitted payment for the Student Rental Application fee as required upon your successful submission of an application to our Housing Community; and as such, this item will not be refunded as noted as non-refundable. Please do not hesitate to reach me directly at [email protected] to discuss the option that you've chosen. We would love to welcome you as a resident if you still wish to become a part of our communityIf not, we wish you the best in your continued Housing searchThank you again for choosing University Estates.Best Regards!*** ***Property ManagerUniversity Estates at Austin* *** ***
***
Hello Ms***,Thank you for reaching out to our communityWe apologize for the inconvenience this has caused as a fraud victimWe have requested that our collection company completely removes your name and information from any accounts placed and provide you with documentation of this release
We will be working hand in hand with the Austin Police Department to cure any outstanding itemsAgain, we apologize for the inconveniencePlease do not hesitate to reach out to us with any additional questions or concerns at *** or *** ***We are happy to help!*** *** | Property Manager University Estates at Austin, *** *** *** * *** *** *** * ** *** * ** *** | ***
Thank you for your responseWe offered a Roommate Mediation to be conducted to help in resolving all concerns from both parties in the unit - this request was deniedWe offered to transfer you to another unit (penalty free), and this request was deniedIf you would like to pursue the Lease Reassignment Process, here are the Reassignment Steps: (1) Current residents finds a prospective replacement tenant(2) Prospect contacts the office about reassigning from current resident(3) The office sends online application link(4) Prospect pays the application fee(5) The office screens the prospect and cosignerIf prospect fails screening, we go back to step (6) Once prospect is approved and management has approved the apartment's condition, the current resident pays the reassignment fee of 85% of monthly installment(7) Reassignment agreement is draftedThis agreement is sent to, current resident, prospect and managementAll parties must agree and sign approving the key exchange date and the replacement process.(8) The prospect must view the apartment for themselves and attest that they have seen the apartment and accept it in its current condition(9) Once the reassignment agreement is signed by the parties involved, a lease contract and addenda is sent to the prospect to sign, with the same terms of the current resident(10) Once all documents are signed, then the exchange of keys is done in front of a staff memberOnce the key exchange is made successfully and all fees are paid, the reassignment is completeAs always, our Managers are available in the Leasing Office during the week days to further discuss this itemYou scheduled a meeting today with our team, however, did not show to this meeting nor respond to our communication outreach.Please let us know how else we can best assist in resolving concerns.Thank you for your residency!
Complaint: ***
I am rejecting this response because:I see that the other comments in my response have not been addressedIt does not seem like management is willing to do anything about my situation until a sit-down meeting is had, I am available for a sit down meeting Wednesday at 4PMI will be putting a security camera back up in my residence that will face the entrance as my previous one didUnless I am violating a policy that management failed to inform me of prior to the initial install in late October
Regards,
*** ***
Thank you for your communicationWe are happy to help get this resolved.There was an unfortunate incident in your unit September which resulted in the unit's clothing washing machine overflowing after resident's useWe can definitely understand the inconvenience that such an unfortunate
incident can cause our residentsHowever, this water intrusion was properly attended to by our remediation specialists vendors (Powerhouse) whom rectified, mitigated, and re-mediated your entire unit as a result of the water intrusion incidentEquipment was placed in your unit over a course of days/weeks to assist with the drying out and service of the unitAnti-microbial treatments were also completed on the unitAny items that required replacement by the recommendation of our certified vendors were replacedThe unit was restored as recognized by your continued residence from this incident through the expiration of your Resident Housing Contract on 07/31/2017.We apologize if there is any misunderstanding regarding your move out balance noted in the Final Account StatementPlease reach out to us by email via [email protected] or come by the Leasing Office so that we may further discuss this matter with our Property Managers.Thank you!-University Estates at Austin Management Team