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On 2/10 maintenance entered the apartment, to look at the carpet that was lifting per a service request. An appointment was made as we didn't have permission to enter. Maintenance sent pictures of a small puppy under a couch, a small dog bed, and a carrier in the
apartment. On 2/I sent a letter to the resident stating that the account was being charged a fine per the lease agreement or they could come in and add the pet to the lease agreement and pay the pet deposits and pet rent. I explained that the lease agreement states that unauthorized pets, even visiting, are not permitted. The resident first stated there was not a pet, then stated that the person watching her apartment might have brought their dog but she wasn't sure. The resident even stated that she had a teddy bear under her couch which we found was actually the unauthorized pet. The resident asked to see the pictures on my cell phone; however, I was not willing to hand over my phone, but I printed them for her to view. While I understand her frustration with a letter, I do have to abide by the policies and procedures explained in our lease agreement with all residents. As a manager, it's my to make sure that my residents are satisfied with their apartment and to remain consistent with all residents as to not single out any one. Unfortunately, we will not be able to release you from the lease agreement without penalty; however, we do have avenues for repayment after the apartment is vacated. I am more than willing to continue working with the resident to change the view she has of our apartment community and I apologize if she feels that I was not handling her situation in a professional manner. I had worked with this resident, even before she was a resident, to help remove fraudulent activity from her credit report in order to get her approved at our community or any other community so I was not expecting this working relationship to get where it did.