Monarch Investments and Management Group

Complaint: [redacted]
I am rejecting this response because:The damages that were reported when we moved in were on our move in check list which was conducted with Jennifer who miraculously no longer works for the apartment complex and as soon as she was no longer the property manager all of our documentation was no longer in our file. You have choices. You can accept the amount we are willing to pay. I can have my lawyer draft up a letter and we can take this matter to small claims court. Or you can send it to collections and you won't receive anything because I'll wait the 7 years for it to roll off. Please let me know how you'd like to proceed. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I received notice from the Regional Manager for Monarch an hour after this response was sent, where the Regional Manager kindly agreed to my request for the reasons I provided.This response needs correcting to align with the outcome, use of my correct salutation, and removal of the condescending unprofessional language. 
Sincerely,
Dr. [redacted]

This matter has been resolved.  An agreement was reached with the Complainant to prime the walls and charges were removed off of the move out statement.  Thank you.

Initial Business Response /* (1000, 9, 2015/11/04) */
Ms. [redacted] leased an apartment at our community Block 2 Lofts. Mrs. [redacted] property manager, informed her of a coupon special we had on one of our websites of 1/2 off admin fee. Ms. [redacted] applied online. If someone applies online with a...

special like this, it will charge them our standard fees. The applicant will need to select to agree to any terms or fees before the transaction is processed. Then we can go in and credit their resident ledger so that they will have a credit when they move-in on their account. There seems to be a misunderstanding regarding how the credit would have been applied. Ms. [redacted]'s application was denied by our screening company based on rental criteria they use to screen all applications. The property manager cannot decide to reject an application. Mrs. [redacted] was trying to see if she could resolve the issue that was causing Ms. [redacted]'s application to be denied, but then we were informed by the management office that Ms. [redacted] was upset and wanted her money back. We processed a refund of her deposit and 1/2 of the admin fee on October 20th. Check [redacted] in the amount of $250 was cut on October 21st, and mailed to the address on Ms. [redacted] application. We have agreed to give Ms. [redacted] a full refund back due to any confusion that there may have been over the special. Mrs. [redacted] has made several attempts to contact Mrs. [redacted] by phone to confirm her correct mailing address. Mrs. [redacted] has not responded or returned her call. A refund of the remaining payments of $103 was processed and will be mailed to the address on Ms. [redacted] application. Block 2 Lofts strives to offer excellence serve and we pride ourselves on fair business practices.

A check in the amount of $281.90 (full security deposit less January 2018 water charges) had previously been sent. Since Ms. [redacted] did not receive that check a stop payment has been placed on the check and a new check is being issued to her current address, as verified by her.

We apologize for any unprofessionalism, but the damage at move-out is well-documented and none of these damages existed at the time the resident moved into the apartment. The debt is valid and will be treated as such.

Ms. [redacted] came in to view an apartment originally on February 17th.  [redacted], the assistant manager, toured them and gave them the criteria required to apply, which is 3x the monthly rent in income, credit, and no outstanding debt owed to other apartments or utility companies.  They...

decided to apply for an apartment based on a current special we were offering.  They brought in their application on Sunday the 26th and paid the $250 required with the application, [redacted] let them know she would try to process on that day, but it would probably be Monday.The application result came back to us on Monday as declined, due to owing money to a previous landlord.  We called Ms. [redacted] and let her know in order to approve them we would need a paid receipt showing it was paid.  Ms. [redacted] emailed us that proof right away, and we then sent the information to our Regional Manager, to review and override.  On Thursday, we spoke to them and told them we needed to wait for final approval of the override, but that we should know something by Friday. [redacted] received the approval on Friday, with the condition of an additional deposit due to excessive late pays and write-offs.  [redacted] then called spoke with Ms. [redacted], letting her know the decision.  At that time Ms. [redacted] became upset, claimed that she was never told she was denied initially, or that there was a chance she would have to pay an additional deposit. Ms. [redacted] canceled her move-in and demanded her money back.  [redacted] explained that money is deposited when given, and that our corporate office would mail them a check for their $150 holding fee.  After that is when Ms. [redacted] started making claims that she was never told this, and that she should be able to pick up her money at the office.  We followed the same procedure here that we follow for every applicant. We have no problem refunding the $150 holding fee, as we informed them from the beginning.

We apologize for the confusion concerning the reletting fee. The reletting fee will be taken off of Ms. [redacted]'s account since she did pay the early termination fee. This was an honest mistake, and we apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like for my security deposit, which was deducted to cover the reletting fee, to be refunded to me minus any other associated costs (excluding the carpet stains which were not my fault...a water heater was leaking causing flooding into the hallway and primary bedroom that they refused to fix which saturated my bedroom carpet...I have video and a maintenance ticket to show that).  I am owed $250. 
Sincerely,
[redacted]

We apologize for this mix up.  Apparently, the interim Property Manager at Heritage Knoll was unaware that the keys had been returned.  The attached ledger reflects the removal of the charge for attorneys fees and no eviction is being pursued.  A representative from Heritage Knoll...

will be reaching out by phone to discuss.  Please accept our apology for your trouble.

We apologize for any miscommunication regarding entry into this resident’s apartment. It is our policy to always check with residents prior to entering their apartment to perform any maintenance work or repairs. We will certainly always notify the resident in the future any time we are planning to...

enter in a non-emergency situation.   On November 6, the resident put in a work order for a crack in her hallway. Our maintenance technicians made an appointment with the resident to perform the work on November 15 between 9am and 10am. On the morning of November 15, the resident’s mother answered the door and our maintenance technicians began the work by applying a coat of compound. Maintenance told the resident’s mother that they would return after lunch to apply a 2nd coat of compound, and the resident’s mother stated that was fine. Maintenance completed the 2nd coat, and told the resident’s mother that they would be back shortly to sand and paint the area once it dried. At that time, the resident called the office and stated she was home so maintenance could come over. We informed the resident that her mother had already let us in earlier that day for our scheduled appointment. The resident expressed her displeasure about the apparent miscommunication, and we reiterated that it is our policy not to enter an apartment without prior notification, but that we did give prior notification and scheduled this work with the resident the week before. As stated above, we will always notify the resident in the future any time we plan to enter in a non-emergency situation.

I am told this AC unit has been fixed and that the complainant waited ten days before calling the correct office number to address the issues.  We regret any inconvenience caused to our valued resident.

We are sorry to hear of these difficulties.  The Regional Manager for the Property has followed up with Mr. [redacted] and offered a transfer to a different unit with no penalty as well as an early termination of his lease agreement with no penalty. Mr. [redacted] declined these offers. We can...

assure Mr. [redacted] that concrete actions have been taken to address the complaints he submitted regarding his neighbors.  The Property is investigating the other allegations submitted by Mr. [redacted] regarding his neighbors along with the police department and will take further actions if such conduct or violations are verified.  Again, we are sorry that Mr. [redacted] has had a bad experience at the Property and with the Property Manager.  We are working to remedy any is[redacted]s and thank him for his time.

On Sunday May 14th at 10:15pm this resident sent in a web request that there was a screw missing from his bathroom cabinet.  On May 17th he called the office about the cabinet that had a missing screw. A work order was created. Also on May 17th the resident stated that...

he called his lawyer, and that the news would be out next week because of the cabinet door.  Also on May 17th three more work orders were entered into the property website at 8:32, 8:33, and 8:34pm for the cabinet door with screws missing.  The manager emailed the resident the next morning to let him know we understand there is something wrong with the cabinet door,  that we were sorry it took awhile, and that we would get to it in the next couple of days, but we had multiple air conditioners and water heaters to repair due to the hot weather and those issues were more urgent. [redacted] also came into the office and the manager explained the situation to him in person.  A maintenance tech went to the resident's apartment that afternoon to assess the door, and explained to the resident that we needed to get a hinge and would be back to his apartment on Friday May 19th in the morning.  The resident asked that we wait until the afternoon, so we will complete the work order in the afternoon on Friday May 19th.

We first received an email from this resident the evening of Saturday June 3, 2017. She stated that she called maintenance out on an emergency due to a leak and she was dissatisfied with the way this was handled. She also mentioned previous maintenance issues, of which we were unaware, and...

stated that she was not going to pay rent for the remainder of her time here. She put in a notice to vacate for July 5, 2017. We emailed her the morning of Monday June 5 to get more details and see if we could discuss her concerns in person but she declined. We also told her that rent cannot be withheld. We have minimal knowledge of her previous issues and we were eager to meet with her to try and resolve any issues. We do believe the recent emergency maintenance issue has been resolved.A late rent notice was sent on June 5 because the resident refuses to pay rent as required by the Lease.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted] representatives continue to try to reach out to Mr. [redacted] to discuss this matter with no response.  Mr. [redacted] is responsible for the lease break provisions outlined on pages 5 and 6 of his lease agreement.  However, [redacted] is willing to resolve this matter in full for a reduced lease break fee of $2,000 including the back rent owed prior to move-out.  Please contact [redacted] to discuss.

Thank you for addressing your concerns and your ongoing communication with us regarding the Move-Out balance due to early lease termination. We are actively communicating with Mr. [redacted] in the hopes to resolve this matter.
The person who provided incorrect Move-Out balance information is...

no longer with the company. The current balance is based on back rent owed and the lease terms for early termination. Please see the attached ledger and lease documentation verifying the charges assessed to this account for early lease termination and back amounts owed. It also includes deductions we have made due to the misinformation given originally by the prior employee as to lease termination fees.
[redacted] denies any alleged discrimination related to this move-out accounting and states that all charges assessed are permitted under the lease agreement. We strive to resolve this issue fairly and amicably through our ongoing communications. Please do not hesitate to contact us directly. Thank you.

Revdex.com:
This is absolutely ridiculous. I did make complaints about the blinds. There were numerous people who came in to do an inspection. I did not break the blind and do not feel that I should be responsible for it. I had numerous problems with this place and would like to put this behind me. I filed many complaints about bugs, plumbing, electrical problems, and many other things. I was told many lies. I just want my money back for something that was suppose to be fixed when I moved in.
Regards,
[redacted]

After reviewing the move in inspection and work orders put in by the resident, never once did the resident call in a work order for her blinds and also did not mark on her move in inspection that was signed by resident. There is nothing more I can do for this case. I have submitted all information you would need for this issue. There is nothing I can do from here. This resident understood at move in about blinds as it is on page #15 of her lease agreement. Any other questions this resident may have needs to go to corporate and not the Revdex.com as this is not a complaint but a disagreement with resident and the Monarch Policy and rules for renting one of their apartments. [redacted] please call either the office with any further questions or our Corporate office.Thank you.