Preferred Living

The application and hold fee were explained to the applicant prior to her applyingWhen the applicant contacted the Property Manager, she was told that these fees specifically were non-refundable, however, the deposit she paid may be depending on if/when a new resident were to rent the suite
Once we got a new resident approved and a leased signed, the manager was to contact the applicant and let her know how much of the deposit would be returned to her per our policiesWe were able to find rent the suite to another applicant and are waiting for the lease to be signed as describedSince the new resident was due to sign the lease and move in days after this applicant was due to move in, Preferred Living would be at a loss of rent for days in which this would be deducted from the applicant's deposit that she paid per the application terms and conditions. However, in good faith, we will return the full deposit to the resident within days since we were able to get a new resident approved

Your information about the carpet is incorrectThere was much much more than just a little water at the back doorOur kitchen, pantry and first floor closet were soakedWe lost property from the closet and the pantry because there was several inches of waterOur entire first floor was under water for days and daysEven after our unit was treated, it was found that the unit next door had not been treated and was continuing to leak into ours, causing further problemsGiven how long we were unable to use our first floor, you're lucky we didn't escrow rent that monthAny damage beyond wear and tear is most likely due to the fact that the carpet was so worn out and damaged from that event.I'm willing to pay for the over priced lightbulbs but your company neglected to treat the carpet issues properly from that flood so we will not pay a dime for that. I'm willing to pay for the over priced lightbulbs but your company neglected to treat the carpet issues properly from that flood so we will not pay a dime for that

Consumer provided additional email documentation

The suites are to be returned by the resident in the condition they were given, less any reasonable wear and tear. One of the past residents contacted Preferred Living via phone on 9/21/asking about the chargesAs our staff tried explaining to him why they were charged for each item and even offered to send invoices and pictures for said items that our staff had taken, the past resident became irate and swearing, stating that the charges were incorrect and that he would be contacting an attorneyAfter advising the past resident to have his attorney contact Preferred Living directly so that we could get them in contact with our attorney, the call had to be disconnected due to the nature of the past resident's languageSince, both roommates have submitted a Revdex.com complaint and one resident has called now requesting copies of the pictures taken by our management staff which has been sent via email todayThe past resident's were not charged in full for the carpet replacementThe carpet replacement was prorated based on the age of the carpetThey also were only charged for the carpet and not the pad underneathThe carpet was beyond wear and tear as there were several black stains and traffic marks throughout that would not come clean with a carpet cleaningAs part of the procedures to vacate the suite, residents are required to fill any nail holes in the wallThis was not done prior to move out and several holes and marks were found on the walls, well beyond wear and tearSeveral areas of the unit were left unclean such as the bathroom mirror, toilet, kitchen sink, oven, microwave, refrigerator, and floorsPictures of each of these items were also sent to the past residents upon requestDrip pans were provided new at move in and all light bulbs were in working orderBecause the drip pans were dirty and not replaced prior to move out, and because light bulbs were found burned out and no working replacements were left by the past residents, they were billed for these items as wellPreferred Living is willing to submit all photos and invoices to the Revdex.com to support the charges billed, if necessary

I know that my cat was not urinating on the carpetJust as I said before I never had a problem in any other apartment complexes before with the carpet so if my cat was not doing it before he did not start nowIf anyone wants to contact the other places I lived in with the same cat to verify my statement I can provide phone numbers. I still did not get any proof about the pet urineJust as all the other people here who was accused to ruining the carpet as much as they had to replace itAll of them said that it is not true and they want proof but no one got anythingJust wordsI'm not a foolAnd the wording is very interesting that the carpet was only years old and me had a catThis indicates that the company's [policy is to replace the carpet in every years to keep it good looking and they just want to pin it on me because I "provide" the perfect reason having a catThis pushes me to the point that IU want to see my old apartment if the carpet was really replaced but even if it was it's only because the company wanted itSince the company lately has so many carpet ruining tenants and all of them says the carpet was not damaged they have to be prepared for these kind of claimSo again, I want to smell the urinated carpet and see the proof. I am and also my witnesses are firm too that my apartment was never smelled as pet urine odor and the carpet never had pet stain on itNot under the months I lived there and not when I moved outSo I want to get back the rest of my security deposit because the company is holding it back unlawful based on made up reasons

We apologize if there was any misunderstanding with the information provided by our sales staff prior to the resident applyingWe do list the Terms and Conditions on the application and will not allow a resident to complete the application process without agreeing to those terms so that we are assured they understand if and when fees are returned

Some photos are attachedDue to file size, I’ll need to send another email with more pictures and the leaseBelow is a timeline as well of our correspondence with ***She did call in this morning, not disputing the damage, but stating that we cannot prove the pictures are of her apartment although we also have invoicesShe wanted to come into corporate to view the photos and I told her that is not our standard procedure, we do email proof of the charges including picturesShe wanted to speak to a manager and I told her I manage the Customer Resolutions Dept and my supervisor is the CFO so I gave her his contact info and advised she could write into him so that he can respond accordingly as he is out of the office today and in and out during the weekPlease let me know if you need any other informationMove out 6/8/Move Statement sent 6/29/Collection Letters sent 11/12/15, 12/14/15, and 12/31/Email from *** on 12/19/---Replied 12/29/with emails inclpics Revdex.com complaint on 12/20/----Did not receive until 12/28/----Replied on 12/29/*** rejected Revdex.com response 1/4/*** called in 1/12/requesting to come into corporate to view photos Thanks, *** *** Account Manager Preferred Living www.livepreferred.com P: ###-###-####

Mr***’s original lease end date is 3.23.2017. It clearly states in the lease agreement signed by Mr*** that a day written notice must be given. Our agents review this with the resident at the time of the lease signing and his initials appear right next to this section (A
copy can be provided at Mr***’s request.) In addition to that, Mr*** received a letter on 11/4/letting him know that his lease was getting ready to expire and he needed to renew his lease or give notice at this time. In addition to that, Mr*** received a call on 12/30/again letting him know that his lease was getting ready to expire and he needed to renew or give notice and finally Mr*** received a third auto renewal warning letter on letting him know that if he did not give written notice or renew his lease by 1.23.2017, he would be auto renewed. Mr*** chose to ignore all previous letters and calls and came to the office on 2/17/to let us know he would be moving out when his lease is up. At this time we again explained that he did not renew or give a day notice as stated in the lease he signed and chose to ignore all of the correspondences warning him of the auto renewal therefor he will be held to the terms of the auto renewal

This information is false. I did request information regarding the name and contact information of the CFO or anyone above the manager with whom I was speaking with, several times. My request was declined. When a customer requests to speak with someone of higher authority, this request should never be declined unless the person declining is of the  highest authority. The manager was laughing at my statements and acted as though I was ignorant to expect that they would comply with my request when I initially moved in, so naturally I was very upset. I spoke to Mike, who was a manager at that time at Andover Park, on several occasions regarding my issues with the carpet and these attempts to correct this issue should have been documented on the employers end as well. I find it outrageous that Preferred Living would expect such documentation on my part, but not on their part. I am not surprised however that they feel the issue is resolved, because this is indicative of how Preferred Living does business. Additionally, I have attached photos and emails regarding the crime in the neighborhood because after the carpet incident I learned quickly that I needed to keep a record of everything that was discussed with Preferred Living staff. I can also make available the police report from when our car was stolen and proof of many additional crimes that occurred in the neighborhood. Preferred living never advised tentants of any issues or gave any warnings and they surely took no measures to prevent future crime. I would love to attach these additional documents, however I have been limited to 4 attachments on this response page. 
Maria [redacted]

The response to this complaint is not sufficient. The company did not address many of the issues presented. They have only replied with “corporate fluff” that has been said on every one of these complaints. Preferred Living did send me pictures, after multiple attempts to get a hold of the company. The pictures they sent were not sufficient. They were where my furniture was placed. There was no way that there was a wet spot in the apartment with the move-out timing I explained in the complaint. The company did not address this fact in this response or the e-mails I attached. I was not given pictures of the wet spot on the actual carpet before they decided to rip it up. This would be pertinent documentation that would prove that there was a wet stain in the carpet at that time. I know that they didn’t see a wet spot, but even if they did see one in my living room why would the carpet need to be lifted up and ripped out of the two bedrooms?They failed to mention that I complained multiple times about the dog waste in and around the community. They did not have the cleaning company come out until after I told them my dog got extremely ill, due to the dog waste in the community. They did not address the fact that the dog waste is so bad it is unsanitary. If a property becomes unsanitary the responsibility shifts to the landlord. The statement in the response where I asked to speak to the corporate manager and they reached out to me by e-mail but never heard back is a blatant lie. I have the e-mails from Ashley, in corporate resolution, telling me that she would not give me anyone else’s information because she was a manager. She also refused to give me a copy of my lease the first time I asked for it. I had to send an e-mail to clarify that she was refusing to give me a copy before she would give me a copy.There is no response about the apartment complex ignoring their dog weight limitations in the lease. This is very inconvenient to many residents currently and was inconvenient to me as well when I resided at the property. If they want to talk about not following the lease they signed then they should take their own advice. Why should a tenant follow a lease when the landlord isn’t? Since my original complaint Preferred Living sent a letter to my employer, that got forwarded to me, stating that they needed to get in contact with me in regards to an important business matter. In the letter they stated they did not have any correct contact information for me. Please keep in mind, that I had received the two original invoices, called them with no return call, and had been in contact by e-mail. All of the e-mails were attached to this complaint. Once again, they gave incorrect information. I called the company Monday 10/23/17 and left a message regarding the receipt of this letter, with no call back. This morning 12/25/17, I got a final invoice from the company with the water bill taken off. The light bulb charge was not taken off because I could not find the receipt of the replacement light bulbs that I purchased. At that time, I must have thrown it away not thinking I would have ever needed it.I paid the invoice today 10/25/17, due to the fact that I do not want anything on my credit. When I went to pay for the invoice it had to be by cashier check or a credit/debit card authorization form. In order to get the form, you have to e-mail or call the company. I e-mailed Ashley at the company, who I had been in communication with, asked for the form and advised I was paying the bill because I do not want my credit affected. Ashley responded back stating she just got my voicemail today, that yesterday she was preparing my file to go to their attorneys, and if I didn’t pay the invoice by the EOB tomorrow then my file would be turned over to their attorneys. This company is not following the correct collection guidelines. There was no reason for her to threaten me with their attorneys when I advised I was paying it today. This company has no respect for any of their previous or current tenants. I am assuming that this will be the continuing trend in the future. When speaking to them they have no empathy for their clients regarding valid disputes. They lie in their responses and discriminate against pet owners. I want everyone to know how bad this company is. If one wishes to search the president and the company online they will find a few articles on the appalling characteristics and practices of this company. Needless to say, I am not satisfied with this response.

Ms. [redacted] contacted Preferred Living on 12/4/17 regarding her move out statement. She immediately stated she was not going to pay for the carpet restoration because she was told at move in we would replace the carpet since she had a crawling baby. She also stated that she was told Preferred Living...

replaces the carpet every 2 years anyways. It was explained to Ms. [redacted] that the standard life of carpet is 7 years and that it is not normal to replace the carpet due to a crawling baby. She was advised that the only reason carpet would be replaced prior to 7 years is if it was damaged beyond normal wear and tear and could not be restored. Our Manager also let Ms. [redacted] know that if she had written documentation from our onsite staff that she was promised carpet replacement as she mentioned, we would be more than happy to review it. In addition, each tenant is given a move in condition form upon move in and asked to return within 24 hours. Ms. [redacted] completed and signed the move in condition form stating that the carpet and all other items listed in her suite were in good condition when she moved in.Ms. [redacted] was not refused the name of the CFO for Preferred Living. However, our Collections Manager did let her know that the CFO is not available in the office to discuss prior tenant disputes. Ms. [redacted] reached the correct contact, our Collections Dept. Manager at the Preferred Living Corporate Office, and was given the correct information regarding her concern with the carpet. Our Manager offered to send photo documentation and an invoice for the carpet restoration to support the charge, however, Ms. [redacted] declined. The call was disconnected due to profanity and yelling on Ms. [redacted]’s end. At this time, Preferred Living has settled this dispute to the best of our ability and will provide supporting documentation to the Revdex.com upon request.

Staff
interactions with Ms. [redacted] have been prompted by her failure to abide by the
terms of the lease. There have been numerous complaints regarding noise,
several in the middle of the night, and the tenant has repeatedly allowed her
minor...

children to occupy the clubhouse unattended, in clear violation of her
lease and after formal warnings . Prior to Ms. Daly’s complaint, this
matter was escalated to the attorney for Berkley House because these issues
have continued despite prior communication with the tenant. Other residents are
upset over the noise at all hours of the night, and  We are obligated to
handle the matter per the lease and to ensure other tenants are allowed to
enjoy the premises. Thus, we will be taking formal legal action should we not
come to an amicable resolution for these tenants to find other living
arrangements.

We cleaned the apartment ourselves. We did not feel it was necessary to have a outside cleaning company to come in and clean the carpets because Preferred Living has a contract with a carpet company that comes in and cleans every apartment when the tenant moves out, and we knew that they would use our $250.00 deposit to do that.
Second, we did not take pictures, however, as you can see by the pictures the carpet was not damaged, and the yellow stains on the ceiling was caused by the lighting.
If Preferred Living would have walked through the apartment at move out as we requested and they refused. We had 8 days since we moved out on November 19th, and our lease was up on November 27th. We could have had someone come and clean the carpet.
We do not have an Attorney yet because we contacted the Attorney General's Office for legal advice, and was told by them to contact the Revdex.com to try to solve the problem first.
We await the Revdex.com's resolution.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

The amount the resident paid at move out was the amount the Property Manager provided to him. Normally, market rent includes rentable items such as pet rent, garage rent, and storage rent, all of which the resident was paying for during their stay. Our accounting staff billed the resident per the...

guidelines for rentable items. However, the Property Manager failed to include the amount for these items in the total that was given to the residents. Because the manager did not include this in the written lease buy out, Preferred Living will be making the adjustment and getting a refund out no later than 4/8/16. We apologize for the discrepancy and have all intentions of making this right.

We did respond to Tyler's last email We informed him that all further communication will come from our attorney's office. [redacted] provided his legal counsel's contact information in which our attorney to reach out his legal counsel last week. Please see our email response below that was sent on 10/5/15 at 12:54pm

This company has had a history of false accusations.  A simple web search or a phone call made from former companies who employed Preferred Living will assist in acknowledging their unscrupulous business patterns. In fact, both former apartment complexes, Palmer House and [redacted], no longer conduct business with Preferred Living due to the company's unethical business practices.  I do have an small dog of which I kenneled to  the laundry/utility room of this suite while I was away during daytime hours.  The photos provided by this management company do not indicate they were taken from in my former unit.  Furthermore, I came home DAILY from my place of employment to walk my dog.  Further investigation into my stay at Palmer House would elicit details from my file indicating at least two phone calls made to the management staff concerning other residents neglecting to clean animal feces from the grounds.  If this company in good faith, accepts pets under their lease agreements, it should be stated that intimate investigative measures,  such as lifting the carpet from the floor of each unit, will be conducted at termination of lease agreement. Or the company should not accept animals in the units, period.

This is not the case, we were told several times that, "I just tell everyone to apply and hold the place, if something comes up then at least the hold fee is refundable." We were told in the model unit that the hold fee goes toward the security deposit upon approval and is back to you if denied yes. But she never stated that if we cancel, we lose it. In fact, like I already said, the sales representative told us just the opposite.

that was not the condition of the carpet when we left. Also, if you look closely most of those pictures are showing shadows and not dirt. The carpet was clean when we left and I believe new when we moved in. Nothing out of the ordinary was done to the carpet. How am I to know if those so called stains in the carpet weren't made after the move by some one else? I will email the pictures of the carpet to the Revdex.com. As for the other charges, I'm fine with those. But the fee for the carpet needs to be dropped. I want the whole 614.86 removed from the statement as the carpet was in good order upon move out.

Hello, I filed a complaint this morning against Preferred Living, a property management company in Worthington Ohio. I would like to add to my complaint. I rented a unit at the Alexander Square complex from August 20th, 2014 to August 20th, 2015. Upon move out, I was charged for light...

bulbs and full carpet replacement. Per my lease agreement, there is no requirement to replace light bulbs in the procedure for vacating the apartment. In the procedure of vacating the apartment the lease states “If there are carpet stains, I will be billed based on age or carpet and damaged unable to be removed by a professional cleaning company”. There were no marks on the carpet at all upon move out. We kept the carpet very clean, never spilled anything or had a pet. If there were any marks or stains, they should have been removed by the cleaning service. At move out, I also requested a walk through at the front office; I spoke with Tiffany who I also returned my keys too. She stated a walk through was not needed. We were also charged for pain in the apartment as well.I contacted the Preferred Living Customer Solutions Center and Spoke with Ashley, she stated that the carpet cleaning was unsuccessful and that the carpet needed replaced in full. To which I stated that the carpet was spotless upon move out. An argument between the two of us ensued and she hung up on me. This call took place on 9/21/15. I tried 17 times to call back with no answer, I even contacted the office at Alexander Square and they emailed the Solution Center with my request for a call back. This morning 9/22/15, I called back and spoke to Brooke, who was very nice and courteous. I asked that they email me before and after photos of the carpet and the entire unit. She said they will be emailed to my email address. I have no yet received these photos. As for a resolution and desired settlement:I want any deductions from my $250 deposit to be justified. I want to see proof carpet cleaning was attempted and unsuccessful. I would like before and after pictures showing that the carpet was cleaned to support any documentation provided. I want the light bulb charges removed as well, as that was not included in the procedures for vacating  the unit in my signed lease agreement. Also, I believe standard cleaning is also not chargeable. We were charge 42.50 just for cleaning. The total fees we should owe based on the paint and cleaning etc., should be 103.24 total. I have also attached the lease agreement and the Move out statement to this email. Thank you!