Preserve at Forest Creek

product misrepresentation. Shown one product and after signing contract product changed to less quality. Supposed to be luxury living and costlyThe issue is with the advertising and sales of luxury apt with cheap products that are replaced after contract signing. I am very dissatisfied and feel that the contract is breached due to lack of customer service for concerns with amenities and health concerns, dog feces on grounds for resident no scoopingDesired Settlementacknowledgement and replace the fixtureBusiness' Initial Response I am responding to the report by [redacted]. The report stated that the Preserve at Forest Creek "misrepresented our product as being luxurious and replacing with a less quality product." [redacted] is referring to is the replacement of her toilet. [redacted] called the leasing office on July 7, 2013 and reported that her toilet in her master bathroom was leaking. The maintenance technician accessed the toilet and found it to have a crack and ordered a new toilet on July 7, 2013 and the toilet was installed on July 16, 2013. The toilet that [redacted] previously had that was replaced was a [redacted] toilet , which has been discontinued, so therefore we had to order a different brand, [redacted]1. 12 inch rough in 1. 12 inch rough in 2. 1.6 gallons of flush 2. 1.28 gallons of flush3. 14 3/4 height 3. 16 height4. 1 year warranty 4. 10 year warranty[redacted] is actually a better quality and more efficient toilet, than what was previously in [redacted]'* home. [redacted] asked for the Preserve to take care of her maintenance request and we did so gladly. [redacted]'* letter states pet feces are being left around the building. Preserve at Forest Creek lease agreement states all pet owners are required to pick up after their pet. Additionally, Preserve at Forest Creek offers and maintains pet waste receptacles around the community, makes continually inspections and notifications to residents in violation and will remove waste found around the building. [redacted]'* building was reviewed and we did not find a waste problem to exist, however; we will continue to monitor the building to ensure a problem does not arise. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)the toilet was turned in and after about 4-6 weeks, I went to the office and [redacted] put in the order for the new toilet due to the fact the new maintenance person did not order it. She stated this while I was in the office. The toilet could not be a better quality due to the fact the seat is thin and slops inward and has a low flow. I was given a notice to enter my apt on 7.25.13 for maintenance issues(filter) by the leasing staff decided to enter and take pictures, but on the other residence doors they placed signs for picking up for dog feces. If they are doing ok, then why did I receieve a different letter than everyone else. I have pictures. I just wanted the product at the level that I am paying for. I pay 1064.00 a month for an apt that the product has the quality of a 600.00 apt. and, my right to privacy.The lawn people mow the dog feces up on Monday morningsBusiness' Final Response I have the work order that shows otherwise on the issue with the date. The toilet that we purchased it is a better toilet and was purchased from [redacted], who only sells commercial products. Everyone was provided a letter regarding the pet feces.

Received a letter directly from collection agent to pay $795.46. Apartment didn't contacted me or send any email.Collection agent doesn't know anythinI was previously staying [redacted] since it was built (New Apt in 2007). Before I returned the keys on May 31st , I cleaned the house, paid my lease break $965 and also done the inspection with [redacted] and other associate. Received the signed paid details from Manager [redacted] and send them my new address (As always they have my email as we always communicate through it). On Jul 11th, I received a letter from collection agent on my new address for amount $795.46 to pay to preserve. Same day I contacted the collection agent but they don't know the invoice and told me to get back to me. I contacted Preseve 3 times ( Have email for reference) but no reponse. Again I contacted 3 times to the collection department but they don't have any clue about this money but they said by Aug 15th if I don't receive any response then this a/c will be closed.Received email from Preserve to pay 545.46 and they sent me invoice with break down. After two minutes of this email, I contacted Preserve again and dispute all the charges. Basically, they were charging the replacement of carpet $466.08 , cleaning $90.00 and Rent $52.55. After my details discussion I got another email next day with price adjustment as replacement of carpet $ 220.22, cleaning $90.00 and Rent $52.55. I agreed to pay cleaning charge $90 but didn't understand about Rent charge - $52. I sent them the settlement doc from [redacted] manager .Dispute:ï'' Without talking to me or sending me email or letter why they sent directly to the collection agent. Also, collection didn't have have invoice. About a month I was following with preserve and collection agent. Preserve could said they contacted me via letter but USPS returned the letter..wait I got a letter from collection agent on my new address on July 11th . Wow..withen 7-9 days USPS sent a letter to AZ and returned to Memphis as undelivered...ï'' My entire family has gone through lot of pressure on this.ï'' Regarding carpet charge, unfortunately, I wouldn't agree to pay $220 and requested preserve to you to reconsider. The carpet has a five or six years of standard life and it was due to be replace and also every renewal period I kept asking to replace but they told me every time next year. It was due and also The Law mandating carpet replacement by landlord in rental properties every 5 years if needed. Do you think tenant needs to pay the damage ? ï'' Today, Collection agent called me, she was rude and they have different amount. Basically, they just blindly supports their customers. ï'' During my initial conversastion with Collection agent, they promised me by Aug 15th if I don't hear from them then this a/c is closed. Except today (because I got call directly from agent), All my previous conversation with collection agent was recorded. I have all reference but this is really surprising and shameful for me that after good relationship and stint with them also this has happened. Appreciate your time.Desired SettlementI paid lease breakage $965 and I'm ready to give up my security deposit $125 towards cleaning. Let's close the matter here.Business Response The manager gave him a receipt of payment of the lease termination fee on his move out day of May 31st. One of our leasing consultants walked his apartment with him before he left and told him that the assistant manager would know better if there would be any charges at move out. When the assistant manager went over, the apartment was not in good condition. It was clearly evident that no one had made an effort to clean the appliances, bathrooms, walls, and floors in any room in the apartment. The counter top had a yellow stain on it in the guest bathroom, the walls had been colored on, and nothing had been wiped down or cleaned in the kitchen or both bathrooms.It was also found that there was a very large bleach stain and several other spots on the carpet. The carpet cleaning company was contacted and took a look at it, like we do if there is any question if we can save the carpet or not. He said since the bleach stain was so large it was unable to be patched. It was also unable to be dyed to match the rest of the carpet since it was bleach that caused the stain. There was one final utility bill (water, sewer, etc) after move out. The damages were assessed and the final account statement was mailed to his forwarding address, like every other move out.It looks like the former resident contacted us after hours and spoke to our answering service - who would not necessarily know anything about the situation. When the letter was returned in the mail as undeliverable, I then sent an email of the final account statement. We then spoke on the phone after he received the email.During our phone conversation, I apologized that he had not received anything in the mail regarding his move out charges. I could not explain why it was not delivered even though the address was correct. I removed the water and sewer charges since he provided proof of duplicate charges from our old water provider Minol and MLGW for the same months. It was discovered that the counter top and carpet charges were incorrect. We were able to save the counter top that was stained, so that was removed. I changed the pro-rated amount for the carpet to be 1/5 of the price of the actual carpet replacement since they had lived here since we were built five years ago. They were, however, the only ones that lived in the apartment, so they are the only people that could've damaged the carpet. If they had not used bleach to clean the carpet or spilled bleach on the carpet, we would not have had to replace it. We have saved original carpet in several apartments and after cleaning it - it looks like brand new. I explained, the rent charges that remain are because the amount of rent paid on the first of May was not enough to cover the whole month even with the credits and concessions. When the resident turned in his notice he was given at least two documents stating that he was required to clean before he left to avoid any charges. There is also an addendum of his lease that explains that we can charge him for cleaning, damages, etc. As stated in the lease, he moved into a clean apartment in excellent condition. This is not how he left it. The charges are fair and reasonable. Unfortunately, I cannot waive any of the remaining charges because then I would have to waive all damage charges and rent for everyone equally in the future.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Few things are NOT clear to me.1) Without contacting me or my knowledge, why the invoic was sent to collection agent - I didn't see any answer to this question.2) The apartment was not cleaned before left - There is absolutely no truth on this statement. We cleaned (me & my wife) properly the apprtamnet before handover the keys. Ex - If you buy cloth today or anything - are you giving gurantee that after more than 5 yrs it will be in same condition?3) There is normal wear and tear happens so willing to pay cleaning charge $90 even though apratement shouldtake care.4) I do not agree to pay carpet replacement charge $220. Again, carpet was long due to be replaced by appartement and it was end of life after 6 years.We discussed it in details when I nenewed my last lease.5) I sent an email regarding rent charges and never got answer back - What rent charge is pending? I paid lease break $965 and rent for the month of May (attached for reference)The amount of time I spent with collection agent if I worked or spent those hours somewhere else I would have earned more than $1000. All the discussion have been recorded for reference.Why collection agent came into picture and who is going to pay for those damage?Again, I already paid lease break $965 and ready to give up my security deposit $125. Let's close the matter here.Final Business Response 1.) We sent an invoice to you through the mail like we do everyone else. For some reason it came back to us as undeliverable after more than four weeks after we sent it. I cannot explain why it took so long or the reason it was not delivered, since we used the address you gave us as a forwarding address. You can contact the USPS if you like. I was not able to find an answer myself. All I can do is apologize since I cannot change what happened. As stated earlier, I contacted you right after the invoice was returned.2.) When the assistant manager assessed the damages in the apartment she clearly found that no obvious attempt was made to clean the appliances, bathrooms, walls or floors. If there was any sign that you at least wiped down the bathrooms or swept the floors, we would not charge you. We only charge for cleaning if there was no question that the apartment was left in poor condition.3.) Even if you use appliances and bathrooms for 5 years, you should still be able to clean them and have them look clean or see the attempt to clean.4.) I am not sure what was discussed when you renewed your last lease but I do know that we give a free carpet clean to anyone who renews their lease. I have already explained that the carpet had to be replaced due to a large bleach stain, not normal wear and tear. 5.) Your questions about the rent charges were explained over the phone and in my last response. The rent portion was not all paid at the first of the month and that a last water/sewer bill was assessed. I removed the water/sewer charge because you provided proof that you had paid twice in a previous month.6.) Unfortunately, no one is paid to dispute charges. We have, however, reduced your charges fairly and accordingly.I am unable to waive any remaining charges. If I waive rent, cleaning and carpet damage charges for you, I will have to waive those same charges for everyone. I'm sorry but I can only suggest paying this off in increments.