Preferred Living

Preferred Living received an email from Mr. [redacted] on 12/26/15 disputing all items billed to him on his move out statement.We responded to Mr. [redacted]'s email on 12/30/15 at 1:06pm explaining that he was billed for cleaning, painting, and carpeting cleaning because once he moved out our...

management staff entered the unit to do a final walk-through and noticed a heavy cigarette smoke odor. Several items including vents, walls, switch plates, carpet, and the ceiling had a yellow discoloration throughout the suite as well. Preferred Living sent 9 consecutive emails with pictures to Mr. [redacted] showing proof of the smoke damage. The carpet in the suite was replaced and pictures were provided to Mr. [redacted] due to heavy traffic areas and yellow staining outlining areas of the carpet where furniture items were sitting when Mr. [redacted] resided there. He was only charged a prorated amount for the carpet replacement rather than the total cost since the carpet was brand new when he moved in, but a year and a half old when he moved out. It is described in Mr. [redacted]'s lease agreement that the suite is to be returned in the manner in which it was given to him, less any normal wear and tear.Unfortunately, given the amount of cleaning, painting, and cost of carpet to remove the smoke odor and discoloration, this was well beyond normal wear and tear. Again, Mr. [redacted] was provided detailed pictures and reasoning for each charge. Those pictures can be provided to the Revdex.com if necessary. Mr. [redacted] was advised that his payment was due by 1/11/16 to avoid further collection action. He has failed to contact Preferred Living regarding payment arrangements. In his email response dated 12/30/15 at 1:52pm, Mr. [redacted] stated that when he signed the lease, Preferred Living knew he was a smoker. Just as he was told when visiting the community, our property is not a smoke-free environment, however, the condition of the suite and the damages caused due to the excessive odor and discoloration from smoke was the reason for the additional charges at move out. Mr. [redacted] also stated in the same email that he would be seeking legal counsel, although Preferred Living has not heard from an attorney.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  When the refund arrives I will consider this matter closed.

Our Property Manager and Maintenance Technician were both on site for the work order for the toilet issue and during the move out process. The first bathroom is where the issue was found. An area of the carpet was wet near the bathroom and our technician had the water extracted and put a...

dehumidifier in the suite as well. The water was clear and did not leave anything remaining on the carpet once extracted. The carpet restoration was due to high traffic and wear in the living room and master bedroom, areas that are not near the first bathroom. Pictures were provided to the resident via email showing the areas that needed restored.

I was able to speak with the Regional Manager and I reviewed all emails between you and our onsite manager. You very clearly stated in writing twice that your intentions were to sign a month to month lease and the paperwork was provided to you. For some reason, the paperwork was not received on your...

end and was not returned to us, although 2 copies were sent out. However, in lieu of the miscommunication regarding the month to month paperwork, we are willing to waive the lease break fee in the amount of $1,234.00. In regards to the carpet, I have been in touch with our maintenance tech, our onsite manager, and the company that replaced the carpet. The "flooding" that occurred was a small amount of water at the back door. This water was not the cause of the replacement. The carpet damage was in the living room where black ink type stains and tears were found, and there were heavy traffic patterns and quite a bit of debris throughout the downstairs. This is considered beyond normal wear and tear. You were not billed for the full cost of the downstairs carpet replacement. Instead, you were billed a prorated amount based on the carpet being a year old when you moved out. As for the light bulbs, there were a total of 8 bulbs burned out at $5.14/ea. I have attached a couple pictures of some of the bulbs. Due to file size, upon request, I can send the others in a separate email.  By removing the lease break fee, your balance is now $280.65. Due to researching your concerns, we will extend the payment timeframe to May 31st, 2016. You may send in a cashier's check or money order ( we do not accept personal checks on move out balances) or you can request a payment authorization form to use a credit card. Please let me know how you plan to make your payment so that I can make note of it and/or send you a payment form. We feel at this time Ms. [redacted]'s concerns have been resolved.  If you have any other questions, please feel free to email me any time.

I was told one thing by their sales staff, and now am being led to believe another. The lack of professionalism is amazing. The fact that my entire argument of the real life interaction I had at their establishment is being dismissed further proves my case.

We would be happy to address any concerns you have regarding your move out statement. We apologize if you have been unable to contact our office as this is a busy moving season and our staff is working hard to get back to everyone in the order in which their call or email was received. Our Account...

Manager will be contacting you today to answer any questions you may have. You may also call our office at ###-###-#### or email our Customer Resolutions Department at [redacted]@livepreferred.com.

The extent of the water in your unit and the carpet damage have been verified by our onsite Maintenance Tech, our Property Manager, and our Regional Manager. We are confident that the damage to the carpet was not caused by any water damage. Due to the nature of the stains and the traffic areas on the carpet, and based on the amount of water in the unit, it is evident the damage being billed was caused by the resident. Water damage would not have caused the stains that appeared. Preferred Living is willing to set up a payment arrangement with the past resident in order to take care of balance.

The address listed on the Notice to Vacate form that was hand-written by the resident appeared to read as street number "[redacted]". The resident moved out 7/27/15 and a check was cut and set on 8/24/15. Once contacted by the resident we found out the check was never received as the street number was...

incorrect. We placed a stop-payment on the original check, and reissued a new check on 11/11/15. We apologize for the time-delay in reissuing the check the second time. Unfortunately, our accountant was out of the office unexpectedly due to a medical procedure and typically these situations are handled in a much quicker time frame.

no solutions have been offered by Berkeley House, I have spoken with all adjoining neighbors who claim they haven't heard any noise from my apartment. The notes on my door have never mentioned all hours of the nite complaints. The lease agreement clearly says to call police for noise concerns, I was told an audio recording was made because my t.v. was too loud but Berkely never produced it. The complainant either does not exist or is so noise sensitive that it is beyond reason.  My 12  and 13 year old children have not occupied the clubhouse unattended since we were informed they are not supposed to be. Berkeley House is asking to terminate our lease

we are not claiming the damage photographed by you was caused by the flood, we are stating that the damage from the flood made the carpet more susceptible to damage because of being wet for a week. All areas you claim are damaged were under water. Had your company replaced the carpet after the flood, as it should have, none of this would be an issue.

I provided detailed pictures/invoices to Mr. [redacted] for the damage to the apartment. It was covered in a heavy smoke odor and nicotine residue lined the carpet around where furniture was placed and dripped down walls. I explained to him in email as well why he was billed for each item. We are firm on the charges and he hasn’t brought anything new to the table in his rebuttal. Do I need to respond and reiterate what we have already told him? In his rebuttal he states he hasn’t gotten an attorney yet because the AG office told him to try and resolve through the Revdex.com first, however, if he does involve an attorney, I would have to turn this issue over to our attorney as well. We don’t want to do that of course, I just want to make sure I respond to him appropriately so that he understands the charges will remain as they are.

The past resident contacted Preferred Living via email on 12/19/15 at 1:13pm with the following:To Whom It May Concern: I have attempted to call your customer service phone number SEVERAL times over the past 6 months under the guidance of both the Palmer House Manager and your previous...

correspondence. I have left at least 3 voice messages. I have received NOTHING in return aside from the latest threatening notice indicating a pending negative impact on my credit.  Interestingly enough, after placing a phone call this morning, to the Palmer House, the customer service representative informed me that Palmer House is no longer associated with Preferred Living.  Palmer House seems to have taken the same corrective disassociation as its sister complex, Chelsea Square.  Due mostly in part, I'm sure, of the fraudulent practices your company purports. Your company is claiming I owe $686.26 for carpet replacement on absolutely no grounds. Upon termination of my 14-month lease, of which time I was a model tenant, I exited the apartment without any undo wear. During the entire final weekend of my lease, I cleaned the apartment thoroughly. With a witness, we filled wall hanging and window treatment holes to drywall and cleaned, sufficient to the naked eye, including carpeting. The wear to this unit was minimal given the actual time spent in the apartment during the lease term. The lease does not directly state that tenants should have carpets cleaned professionally. The lease does indicate tenants should leave the premises as it was upon move in, which is impossible given I was the first tenant to occupy the suite in a new apartment complex. My security deposit should have been returned to me, and I called several times as to the status of this deposit.  I was NEVER previously notified of any problems upon exiting the apartment until receiving a statement indicating I was being held responsible for carpet replacement. Upon receding the initial statement I believed it to be mistakenly sent to me, and thus began my initial query into the accusation.Preferred Living will not receive one penny from me, and I'm disgusted in the way in which myself, as well as all current and former tenants speak of your company's reputation. Perhaps a short web surf to read the reviews of your company's incompetence would surely offer some well-deserved constructive criticism. You will be receiving a claim report from the Revdex.com of Ohio in the near future.  This course of action, which has been taken by at least 12 other residents in just the past few months, seems to be directly related to your company's ethics. [redacted]In response to Ms. [redacted]'s email, Preferred Living sent the following email back on 12/29/15 at 12:33pm as our Customer Resolutions office was closed from 12/18/15-12/27/15 for the holiday:"Hi [redacted],I apologize if you have been unable to reach anyone in our office by phone. I want to make sure you are calling the correct number as we return calls, if a voice message is left, in the order in which they are received, and typically within the same week the we get the message. Our phone number is ###-###-####. You should reach me directly if you call that number. I have thoroughly reviewed your file regarding the carpet replacement as well as your lease policies. On page 2, #8 “Care of Suite” in your lease agreement, it states “Guest shall return the Suite in the same condition as existed on the date of move-in, reasonable wear and tear excepted”. If you would like a copy of your lease agreement, please let me know. I have attached 2 pictures of the carpet that was taken by our management staff once you moved out. Due to file size, I will send a second email with additional pictures of the carpet. As you can see in the pictures, there are several stains, some in each room, that appear to be pet urine stains. The stains soaked through to the backside of the carpet and to the pad underneath. This is considered beyond normal wear and tear and resulted in the carpet and pad needing to be replaced. The amount you were billed was prorated based on the age of the carpet, in which the carpet was considered a year and a half old at move out. A copy of the invoice for the replacement can be provided upon request. Please let me know if you have any further questions"An email address was also provided on the move out statement that was originally sent to Ms. [redacted] on 6/29/15 as well as on the collection letters that were mailed to her for convenience in resolving balances due if she was unable to reach our office for any reason by phone. As stated in our email response to Ms. [redacted], the stains on the carpet appeared to be pet urine stains and were soaked through to the pad of the carpet, resulting in replacement. This is not normal wear and tear. Ms. [redacted] was billed a prorated cost based on the life of the carpet, less 1.5yrs aged. Attached are pictures of the carpet taken by our onsite management staff.