Polo Club Apartments

After researching Mr. [redacted]’ complaint we have found the following: 1.       We charged the resident 50% of the replacement cost of the carpet. The resident lived in the apartment home for 15 months and I have attached his move-in condition sheet that does not reflect...

any issues. This was calculated by pro-rating the carpet life by 5 years and the age of the carpet. I have attached the bill we incurred for your file.   2.       The pro-rated amount of rent for  Mr. [redacted] was $973/30 days in June=$32.43 per dayx15=$486.49, we round up to $487. However due to Mr. [redacted] not paying his utilities for the month of June, it cause him to have outstanding rent balance of $48.77. 3.       Pest control is charged each month in the amount of $3.00 regardless if used. 4.       Utilities are charged based off of usage, with that said there is always a delay in usage dates verses month rent dates. For Example his last month of June, If Mr. [redacted] had paid utilities he would have paid for usage dates 3/22-4/17- leaving 4/18-6/15 usage left for the final bill. Ms. [redacted], I can appreciate his need to know why he was charged- and I hope I was able to explain the valid charges accurately. If you should have any further questions, please do not hesitate to contact me.

Complaint: [redacted]
I am rejecting this response because:  I'm not interested in your policy. You charged about $500 for something that could have been cleaned which after talking to other residents that have moved from Polo Club that are having the same problem. I seriously doubt any attempt was made to clean the carpet. I had that area clened one other time same stain same area and it came out in one pass with a rug doctor. So I'm not buying the crap about prorated carpets and age. At best there entitled to a cleaning fee plus whatever was due on the utilities. Simple put I wouldn't recommend Polo Club to anyone. Management is to lazy to assist you with anything outside of getting your packages to you and sending maintenance over for any issues that may come up regarding apartment. The apartment was empty with the exception of several boxes in the kitchen area and could have easily been walked prior to move out since they said it had to be empty to walk it. I had everything moved out except the several boxes in the kitchen a little over 2 weeks before move out date. They were asked a number of times to walk the apartment so any issues can be addressed they'reresponse. That's not our policy yet I've never seen anything in writing that says they can't. I also would like to add when I say management I'm not talking about the entire staff. For the most part the staff is cool and helpful I'm referringto the apartment manager. Personally I think the are at least 2 other people in that office capable of doing a much better job than her of managing Polo Club. Like I said before getting a apartment manager to walk a apartment has never been a issue at any other apartment complex and I have never been referred to collection agency behind a high traffic area on a carpet. It's definitely a problem for a particular apartment manager at Polo Club. Had she did her job which Id have to say she doesn't this wouldn't even be a issue.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The charges for the carpet are the main reason for the dispute and non payment. Polo Club replaced the carpet in the entire apartment  because of a high traffic area from the balcony to the living room area. Management was asked several times and given ample time after they received the move out notice to walk the apartment and let me know of any issues they might have. Their response was they would check it after move out. I expected a bill for cleaning that area instead I get charged  for carpet replacement in the entire apartment.  So simply put I will not pay for replacement of a carpet for a entire apartment for a area that could have been cleaned and not to mention the fact if management had done as asked and walked the apartment this whole thing could have been avoided. I have leased in 6 different apartments in Austin and have never had a apartment manager that was unwilling to do a walk through before move out or charge me for the replacement of carpet in a entire apartment until Polo Club. Every manager of every other apartment I've leased has been happy to do so. I feel that such a request is not unreasonable and at this point I have to wonder how many people they've charged to replace a carpet and if this is common with other apartment complexes or if this is way to keep carpets new at a discount for Polo Club. 
Regards,
[redacted]

Thank you for reaching out to us in regards to your recent tow. Polo Club has very limited parking, with this said we give priority parking to our residents and not visitors. We educate our residents of our policies and coordinate with [redacted] to enforce them with no...

compensation.  We explain our parking to our residents at move-in and we point out to each resident where guest parking is and we give them a resident parking sticker. In addition we stress to them the importance of placing this sticker on their vehicle immediately because we do actively tow. We advise each resident there are 3 options for guest parking: guest parking pass, limited guest parking spots, or parking on the road. We expect that residents share this information with all guest, because they are the ones inviting that person into our community. In addition to the residents responsibility we have 2 large signs posted at the entry stating we do tow. I have attached them for you to review. Finally, we do not receive any financial gain from [redacted]- state law prohibits this. We give them our community policies in regards to parking and they enforce them.  Thank you again for reaching out-

Resident was not charged for the full replacement of carpet due to the age of the carpet. We prefer to clean than replace however we can not provide the next resident with heavy traffic carpet. Due to our company policy we do not replace portions of carpet- we replace all areas due to product changes.