Complaint: ***
I am rejecting this response because see previous submissions Additionally a copy of term and conditions (TnC's) were NOT available after paying the initial fee which I still maintain that Village Green violated the terms of their own agreement
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:Please see attached document for timeline of events. Further documentation is available if needed. Also, please advise respondent to remove 'personally identifying' information where applicable from business rebuttal. Complaint: [redacted]I am rejecting this response because:The timeline constructed by Zoe F[redacted] is inaccurate and does not represent the lack of communication and incompetence on her and A[redacted]'s part.TIMELINE: 28-Apr-2017 0954 hours: Application Submitted28-Apr-2017 1028 hours: Call placed by applicant to confirm receipt of application. Spoke with A[redacted] who yes, confirmed receipt and would get back to applicant by END OF DAY. NO CALL RECEIVED.28-Apr-2017 1733 hours: Call placed by applicant to office to check on application. No answer at office.29-Apr-2017 11:58 hours: Call placed by applicant to office to check on application. No answer at office.01-May-2017 0920 hours: Call placed by applicant to office to check on application. No answer at office.02-May-2017 1423 hours: Call placed by applicant to office to check on application, applicant was advised that A[redacted] was out at other properties and would get back to applicant by Wednesday 03-May-2017.03-May-2017 1209 hours: STILL NO CALL FROM VILLAGE GREEN. Applicant placed another call to office, left message for A[redacted] to call.05-May-2017 0925 hours: Applicant again called office - No Answer05-May-2017 0941 hours: Applicant again called office - No Answer05-May-2017 1022 hours: Applicant again called office, finally reached Zoe. Advised Zoe was expecting call from A[redacted] and still had not heard back. Zoe stated she (A[redacted]) was out to take care of ‘a little one who was sick.’ Zoe further advised she would send paperwork along for review and set up visit for property.05-May-2017 1037 hours: Received email from A[redacted] she was “out of the office due to unforeseen circumstances”. I had indicated I wanted to look at property and wanted to set something ASAP.After waiting 4+ replied to A[redacted] at 1:45 PM “I spoke to your office mate who was supposed to email me paperwork this morning but she has not followed up – still waiting.”05-May-2017 1443 hours: Response received from A[redacted] stating” I will reach out to her. Thank you for letting me know.”05-May-2017 1410 hours – Received email from Zoe stating “You have been approved for move in to apartment #03-107 for May 12th 2017. To complete the move in process, we have a few remaining items to finish.”Timelines after this are also available but as documented above the property neither accepted or rejected application until 7 calendar days later or giving them the benefit of the doubt 5 business days (120 hours) after initial application.Regards,[redacted]
Complaint: [redacted]Re: Final ResponseVillage Green’s previous response to the complaint provided evidence of our position and decision on the matter. We will not be providing a refund of the deposit paid as our employees followed policy and provided quality service with the respondent. This letter serves as our final response to the complaint. Our office considers this matter closed. Included are exhibits of documentation regarding the below timeline. The complainer will be referenced as applicant from here forth;Applicant submitted application on April 28th 2017 through online portal. Paid deposit and application fee. Reference Exhibit A, screen shot of disclosure for online applicants. Reference Exhibit D, screen shot of advertised 2bedroom with room dimensions.Applicant spoke to Zoë F[redacted] on the phone May 5th and set up a tour time. Zoë emailed him on the 5th of his application approval and the move in detail estimator. Reference Exhibit B, PDF of approval email sent to applicant.Applicant toured the community at scheduled time with Zoë. Applicant noted that they would like an A/C unit in the apartment to which Zoë suggested purchasing their own and having the properties maintenance techs come and help install the A/C. Applicant left with the impression that he would continue with the leasing steps for move in if their accommodation request for a later move in date was met.Zoë emailed applicant to confirm extending the vacancy period for the apartment on May 9th. Zoë emailed applicant on May 9th letting them know Village Green would accommodate a later move in date. Applicant responded same day saying they wanted to cancel due to the size of bedrooms and lack of A/C. Zoë responded that Village Green would like to still try to accommodate their move. Applicant responded asking details about Village Green’s sister community. Zoë responded back about how to get in contact with other property. Village Green’s office did not hear back from applicant.On May 10th Zoë emailed applicant again to be sure they wanted to cancel. Applicant responded that day saying yes they wanted to cancel. Zoë replied that Village Green would move forward with the cancellation and suggested again to check sister community for availability. Reference Exhibit C, email chain regarding cancelling application.Applicant emailed Zoë on May 11th asking how to receive their deposit return. Zoë responded the same day letting them know that the deposit was non-refundable after 72hours. Applicant responded that if Village Green did not return their deposit due to not having an A/C in the unit and the size, they would file a complaint and speak to their attorney. Zoë replied asking them to reconsider as Village Green accommodated all their requests and offered them alternative accommodations.Village Green has been more than accommodating to offer the applicant all their requests. The items that could not be accommodated were then provided alternative options to continue to provide accommodations.Just as other businesses have holding fees that are non-refundable after a duration of time (i.e. hotels, doctors, flights, etc.) Village Green Apartments abides by similar terms. Our office works hard to accommodate all current and prospective future residents alike.In close, Village Green considers this matter resolved. We wish the best for the applicant in all future endeavors.Thank you,Zoë F[redacted]Village Green ApartmentsCommunity Manager[redacted]
[redacted]
Complaint: ***
I am rejecting this response because see previous submissions Additionally a copy of term and conditions (TnC's) were NOT available after paying the initial fee which I still maintain that Village Green violated the terms of their own agreement
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:Please see attached document for timeline of events. Further documentation is available if needed. Also, please advise respondent to remove 'personally identifying' information where applicable from business rebuttal. Complaint: [redacted]I am rejecting this response because:The timeline constructed by Zoe F[redacted] is inaccurate and does not represent the lack of communication and incompetence on her and A[redacted]'s part.TIMELINE: 28-Apr-2017 0954 hours: Application Submitted28-Apr-2017 1028 hours: Call placed by applicant to confirm receipt of application. Spoke with A[redacted] who yes, confirmed receipt and would get back to applicant by END OF DAY. NO CALL RECEIVED.28-Apr-2017 1733 hours: Call placed by applicant to office to check on application. No answer at office.29-Apr-2017 11:58 hours: Call placed by applicant to office to check on application. No answer at office.01-May-2017 0920 hours: Call placed by applicant to office to check on application. No answer at office.02-May-2017 1423 hours: Call placed by applicant to office to check on application, applicant was advised that A[redacted] was out at other properties and would get back to applicant by Wednesday 03-May-2017.03-May-2017 1209 hours: STILL NO CALL FROM VILLAGE GREEN. Applicant placed another call to office, left message for A[redacted] to call.05-May-2017 0925 hours: Applicant again called office - No Answer05-May-2017 0941 hours: Applicant again called office - No Answer05-May-2017 1022 hours: Applicant again called office, finally reached Zoe. Advised Zoe was expecting call from A[redacted] and still had not heard back. Zoe stated she (A[redacted]) was out to take care of ‘a little one who was sick.’ Zoe further advised she would send paperwork along for review and set up visit for property.05-May-2017 1037 hours: Received email from A[redacted] she was “out of the office due to unforeseen circumstances”. I had indicated I wanted to look at property and wanted to set something ASAP.After waiting 4+ replied to A[redacted] at 1:45 PM “I spoke to your office mate who was supposed to email me paperwork this morning but she has not followed up – still waiting.”05-May-2017 1443 hours: Response received from A[redacted] stating” I will reach out to her. Thank you for letting me know.”05-May-2017 1410 hours – Received email from Zoe stating “You have been approved for move in to apartment #03-107 for May 12th 2017. To complete the move in process, we have a few remaining items to finish.”Timelines after this are also available but as documented above the property neither accepted or rejected application until 7 calendar days later or giving them the benefit of the doubt 5 business days (120 hours) after initial application.Regards,[redacted]
Complaint: [redacted]Re: Final ResponseVillage Green’s previous response to the complaint provided evidence of our position and decision on the matter. We will not be providing a refund of the deposit paid as our employees followed policy and provided quality service with the respondent. This letter serves as our final response to the complaint. Our office considers this matter closed. Included are exhibits of documentation regarding the below timeline. The complainer will be referenced as applicant from here forth;Applicant submitted application on April 28th 2017 through online portal. Paid deposit and application fee. Reference Exhibit A, screen shot of disclosure for online applicants. Reference Exhibit D, screen shot of advertised 2bedroom with room dimensions.Applicant spoke to Zoë F[redacted] on the phone May 5th and set up a tour time. Zoë emailed him on the 5th of his application approval and the move in detail estimator. Reference Exhibit B, PDF of approval email sent to applicant.Applicant toured the community at scheduled time with Zoë. Applicant noted that they would like an A/C unit in the apartment to which Zoë suggested purchasing their own and having the properties maintenance techs come and help install the A/C. Applicant left with the impression that he would continue with the leasing steps for move in if their accommodation request for a later move in date was met.Zoë emailed applicant to confirm extending the vacancy period for the apartment on May 9th. Zoë emailed applicant on May 9th letting them know Village Green would accommodate a later move in date. Applicant responded same day saying they wanted to cancel due to the size of bedrooms and lack of A/C. Zoë responded that Village Green would like to still try to accommodate their move. Applicant responded asking details about Village Green’s sister community. Zoë responded back about how to get in contact with other property. Village Green’s office did not hear back from applicant.On May 10th Zoë emailed applicant again to be sure they wanted to cancel. Applicant responded that day saying yes they wanted to cancel. Zoë replied that Village Green would move forward with the cancellation and suggested again to check sister community for availability. Reference Exhibit C, email chain regarding cancelling application.Applicant emailed Zoë on May 11th asking how to receive their deposit return. Zoë responded the same day letting them know that the deposit was non-refundable after 72hours. Applicant responded that if Village Green did not return their deposit due to not having an A/C in the unit and the size, they would file a complaint and speak to their attorney. Zoë replied asking them to reconsider as Village Green accommodated all their requests and offered them alternative accommodations.Village Green has been more than accommodating to offer the applicant all their requests. The items that could not be accommodated were then provided alternative options to continue to provide accommodations.Just as other businesses have holding fees that are non-refundable after a duration of time (i.e. hotels, doctors, flights, etc.) Village Green Apartments abides by similar terms. Our office works hard to accommodate all current and prospective future residents alike.In close, Village Green considers this matter resolved. We wish the best for the applicant in all future endeavors.Thank you,Zoë F[redacted]Village Green ApartmentsCommunity Manager[redacted]
[redacted]