Missions at Chino Hills

Initial Business Response /* (1000, 9, 2015/07/24) */
When the aptwas rented, I only spoke with ***His wife was in New YorkWhen I asked if he had pets, he claimed to have 2, so I charged him two pet rents monthly and two deposits on his Welcome Home sheet and went over the charges when he
put down the hold depositThere was no mention of a service animalHe signed the formOnce approved, I emailed a copy of the lease to him and his wife so they could read over it and she can sign and have it notarized prior to their move inStill no mention of a service animal and no dispute on the monthly rent or depositsTwo months into their month lease we get calls from neighbors about a pit bull that is running loose with no leashAfter going to the area, we find that it belonged to this residentWhen I called them to address the restricted pit bull, that is where they mentioned that she was a service animalI asked if she had proper documentation and she emailed it to meI have no problem refunding this moneyWhen the wife called me to dispute the charges, she accused me of knowing the information from the beginning (she said her husband told me) and illegally charging them anywaysI told her that her husband never informed meWhen she kept arguing that he did, I merely told her that she was not there and not part of the conversationI wasn't rude, just matter of factI told her that we have pictures of the apartment and they were welcome to come to the community and I would go through them with themWe had to decon the subfloor because of the dog urine and replace the carpet which was new when they moved in
They had ripped the screen on for the sliding glass doorWe know this as of our service team members were in their apartment completing a work order and noticed that their dog's nose was poking right through this holeWhen these residents had their walk thru, it was noticed that the screen was no longer ripped, so we figured they repaired it...until we noticed that the vacant rent ready bedroom apartment next door had a sliding screen on it that had a large hole in itThis was the screen from the resident of #***They stole the slider screen off the vacant apartment next door, but what they didn't realize was that because their floor plan is flip flopped in the building, the screen will not fit/open the same waySince they put that screen on their slider and it was the wrong screen, the frame was bent and the rubber for the tracking ripped offThis is why they are being charged for both the replacement of a slider screen and the re-screening of their original slider screen
They cracked the butter door and the microwave vent grill on the top was brokenWe have pictures of everything
When *** came to give notice, I was working at another communityHe stated that I made all these claims/promises to him when he rentedThank goodness I kept all the emails and forwarded them to the girls into the office to show quite the contrary and reminded him about what was discussed during the leasing process (he wanted me to adjust lease dates to make the lease months as opposed to a month and I told him I could not do that)I have printed them all out and have them in their file
Unfortunately they claim that they have only resided in the apartment for months and there shouldn't be much damage, however as you can see in the months that they were there, they destroyed brand new carpeting, scuffed up all the walls, damaged slider screens and a couple of appliance partsAs stated previously to the resident, they are more than welcome to come to the office and we can go over all the photos taken in the apartmentThey have yet to take me up on my offer
I am willing to credit them back the pet rent that was charged for their service animal from the time we were made aware that it indeed was a service animalIf needed, I can provide you a copy of the email that reflects the date (which was 3/10/2015)
I hope this helpsI apologize as I had to rush to get this to you by your deadlineIf you need anything, please do not hesitate to email me
*** ***
SrBusiness Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our complaint addressed the fact that the apartment complex unjustifiably was keeping our security deposit and charged us for our service dogThe service dog was addressed on the original applications,as well as pictures provided to the management of the dogs, we have copies of our original submitted applications and leaseWe were asking for a portion of our security deposit minus the carpet replacement be returned to us along with the reimbursement of the service dog chargesThe business manager responded with nonfactual claims and "here say" statementsWe had a walk out with an employee of the apartment complex and he stated everything was fine, except the carpet, we had the carpets professionally cleaned in preparation to make the apartment move out ready and had anticipated this may be a chargeEverything else in the apartment was left in pre-occupancy condition, very clean and unscathedIt is a shame that a business manager would conduct herself in this manner and falsify informationWe do not live in the Inland Empire as I am a travel RN and do not have access to go to the apartment complex to look at pictures, we have our pictures from the move out and the employee whom stated everything was fine with exception to the carpetVery unprofessional and manipulative from a management angle
Final Business Response /* (4000, 18, 2015/08/18) */
Unfortunately our copy of the applications were faxed over and came through as an 8.5xas opposed to the 8.5x14, so it is hard to readRegardless, it was an oversight as the application listed a service dog that was 25lbs and their pit bull Lilly was 65+lbs.-the amount has been credited to their accountTheir balance has been paid in full and we will be processing a refund for the pet rent as stated previouslyRegarding the charges for the painting and cleaniMay 2, at 4:46p, an email was sent with an attachment of the security deposit letter that we provide every resident once they give notice to moveIn this email it states to please read the letter thoroughly and contact the office if there are any questionsI am submitting a copy of the letter for review by the Revdex.comIn the letter it explains that the resident is responsible for returning the apartment to the level of cleanliness it was given in (page 2)It also explains the costs that can occur if a full paint is required (page 3)Requiring a full paint after less than months due to several scuffed walls/grease marks/drippings on walls is not considered wear and tearGrease in the oven and microwave, hair and food particles in the refrigerator and freezer, broken butter/dairy door, ripped screens, etcis also not considered wear and tearUnfortunately, the residents stole a sliding door screen from the neighboring rent ready bedroom apartment next door and replaced it with the ripped screen from their location not realizing that since the apartments are flip flopped due to building location, that the screens are constructed and open differently (this was done after the Service Manager completed the pre-inspection with the resident)As stated before, we have photos of all the items that are in questionWe offered the ***'s the opportunity to come and view the photos just as we would any residentWe do not send the photos out as they are property of Missions at Chino Hills and may be used as evidence if for any reason we have to pursue legal action to collect the balance owedThe ***'s last known address is in San Diego which is only a couple of hours from the communityI am still happy to have them come to the community so that we can review the photos that were taken once the keys were returned and possession of the apartment was given back to Missions at Chino HillsWe pride ourselves in the way we conduct our business-with integrity and ethics as we have had many previous residents return to our community
Final Consumer Response /* (4200, 21, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here are the facts and our rebuttal to Chino Hills Management:
FACT #1, regarding service animal:
During my first meeting with *** *** I showed her pictures of our dogs and explained that *** is a service animal, there was no issue with the breed and / or weightSecondly, we filled out the application properly noting we had a service animalThirdly, our service animal Lilly at the time of move in was pounds, she is now full grown at pounds and is not a pit bullLilly is a terrier / boxer rescue mixFor some reason in *** *** reply the weight of the service animal was legible on the application but the fact that we disclosed we had A service animal was not??? Even after we moved in and provided the service animal certification papers we were still being overcharged, it is now months laterAs of today we still have not received credit for being charged a pet fee for our service animal
FACT #2: misc charges and screen(s) accusations:
The Residence (Unit 1413) was left in move in condition minus the carpet issue which is not in disputeWe even had the carpet's professionally cleaned before moving out because we thought we were doing the right thing as well as conducted a thorough move out cleaningThe charges per *** ***'s Revdex.com rebuttal remarks "Requiring a full paint after less than months due to several several scuffed walls / grease marks / drippings on walls is not considered wear and tearGrease in the oven and microwave, hair and food particles in the refrigerator and freezer, broken butter / dairy door, ripped screens, etcis also not considered wear and tear"
My reply to these charges is why werent these MAJOR issues / charges noted during our walk out inspection with the Chino Hills Service Manager??? Per the Service Manager who performed the walk out with us there were no Issues except the carpets! NOW we are being accused of actually stealing / changing screens from another unit AFTER we moved out, this is from *** ***'s reply on August to the Revdex.com:
"Unfortunately, the residents stole a sliding door screen from the neighboring rent ready bedroom apartment next door and replaced it with the ripped screen from their location not realizing that since the apartments are flip flopped due to building location, that the screens are constructed and open differently (this was done after the Service Manager completed the pre-inspection with the resident)"
This makes absolutely no sense whatsoever especially after reviewing *** *** previous statement to the Revdex.com on (7/24/15):
"They had ripped the screen on for the sliding glass doorWe know this as of our service team members were in their apartment completing a work order and noticed that their dog's nose was poking right through this holeWhen these residents had their walk thru, it was noticed that the screen was no longer ripped, so we figured they repaired it..."
Which is it, were the screens allegedly switched before or after the move out inspection??? If we changed out the screens after the move out inspection was completed with the service manager then why didn't he say anything to me about the damaged screens during the move out inspection? It is quite clear that *** and the Chino Hills management is either collectively deceptive, simply unorganized or just a lot of CYA going on??? This is the 2nd PROVEN example of how they have wrongly over charged our security deposit! These statement discrepancy's pretty much sum up the issues we are having here*** *** was wrong regarding the service animal charges and clearly changing her story as it relates to when the screen(s) were allegedly changed but feels she can accuse us of stealing and therefore justify keeping our security deposit
FACT 3: Pictures and Reputation
Regarding the pictures that the Chino Hills has on fileWe have no knowledge of when these pictures were taken or even what unit for that matter, why wasn't any pictures taken during our move out inspection, why should we make A 5-hour round trip to view pictures after the way *** *** unprofessionally and rudely spoke to my wife on the phone when we called to discuss a solution? Based on the service animal and screens deception why would anyone give any merit to their picturesWe gave plenty of notice for the move out inspection and actually moved out approximately a week before our paid thru dateWhy didn't management communicate with us after the inspection to fix these alleged problems since I paid thru the end of the Month? Instead we get notification of these charges much later
Why would two married working professionals who actually rent out their own vacation property and have never had one rental / home ownership history issue during a combined history of years leave this place in such (alleged) disarray with these damages? It does not make senseIn order to settle this dispute we are still standing firm on our security deposit (minus carpet charges) being reimbursed in fullIf not we will take this matter to litigationThank you for your time
*** & ***

Please see attached letter from Revdex.com. #[redacted] --[redacted] received a refund of $373.40 on 09/15/2016.  Why did Rent Collect Global call them on 12/06/2016?  Please stop collection action on this past resident.