PRG Real Estate Management Properties, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the information they are providing is false My daughter works nights, I work days so someone is available to give them access anytime We do not receive calls from them requesting entrance While they say they respond to every work request, it is not in a timely manner as well as if more than issue is on a work order they do not address them all In fact, our entry lock did not work correctly when we moved in yet it took a second work request to get them to even respond Then it was over weeks from the 2nd request before they ever came out Pest control has only been in our unit exactly once but we have had to put up with mice for the entire term of our lease while PRG refuses to plug the entry holes that the mice are accessing The City of Virginia Beach code enforcement office has been in my home as well He determined that we are infested with rats telling PRG to plug holes and bring in a certified pest control company to take care of the issue He also found other issues like my smoke detector not working at all I have attached the inspection report he filed The smoke detector report is on a separate report and I am obtaining that tomorrow We pay a lot of money to live here, the management of PRG I am sure would be unwilling to live with rodents so why would they think it is ok for us too? I am requesting compensation due to their negligence and having to move after only months We paid several nonrefundable fees that I am confident we will need to pay in our next home so I need those back because I did not plan on moving this soon and again they have not met their obligations Regards, [redacted] ***

July 25, 2017To Whom it May Concern:As a show of good faith, we are processing a refund to [redacted] 's credit card in the amount of $200,Thank you,Heather M.Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: There are discrepancies hereI was not charged $for the application fee it was actually $which leads me to believe their business practices may be flawedI also did not receive any copies of any of the documentation I signed at all which is another reason I believe there practices are flawedI also sent an email the day I received the email from Elizabeth Hall letting her know that I needed more time and I did not want to finalize anything at the momentShe did not mention or reiterate that I had hours to cancel or this holding fee would become non-refundableI called several times after to speak with someone in the office and did not get any call backs as I was advisedWhen I went to the property, Elizabeth told me that the only way I would have gotten a refund is if I didn't get approved, so there are discrepancies in the information I was providedShe also claimed that the documentation that explains that if you cancel the holding fee becomes non refundable is in the first page of the application which is not given to any of the customers which I feel is an unfair business practiceI do not agree with the business response that was given Regards, [redacted]

February 11, 2016Dear [redacted] :This letter is in further response to the above complaintDuring my discussions with [redacted] I had advised him that the issue was with the water heateradvised him that we wanted to replace the water heater and make the other non-reported repairs in his apartmentHe refused to allow for any of the repairs to be made as he didn't think that it would helpI advised him that we would certainly find out if it would resolve the issue if he'd allow us to make the repairs - again he refused the repairsSince [redacted] vacated we have determined that indeed there was an issue with a plumbing connection for the water heater which was causing the issueHad [redacted] permitted us to make repairs during his occupancy, the issue would have been resolved.As outlined in our previous response and documents submitted, [redacted] declined allowing us into his apartment to make any repairs and indicated he just wanted to break his lease and move-out the end of Decembercovered the buy-out options as outlined in the Buy-Out Addendum that he signed as part of his lease [redacted] indicated that he wanted to provide a 60-days notice which also included a one-month early termination fee but wanted to vacate on 12/31/informed him that if he wanted to provide a 60-days notice with the one month termination fee, he could turn in his keys early as he requested but he'd remain rent responsible through his days noticeHe understood and responded with the previously submitted notice via email to me directly on December 11, A final accounting of the balance owed on his account has been completed and he may make payment arrangements with our corporate office.Sincerely,Meschelle S.Regional Director

June 2, 2015We are very sorry to hear of the issues inside of the apartmentWe have responded to every maintenance request that has been entered, but we have had some issues gaining access to the apartment home due to not having permission to enter, We have also addressed the pest control issue as requestedWe have offered the resident a resolution of terminating the lease early and waiving the notice period and termination feesMsAho refused our request and requested financial compensation which we declined.Should you need additional information, we'd be glad to provide it.Thank you,Jayme PRegional Director

We were notified back in the beginning February of noise complaints that the [redacted] s had with their neighbor in apartment (name will not be provided unless necessary due to privacy rules), We did issue a noise violation to the resident and we didn't hear any further complaints from the [redacted] s until May, These complaints could not be verified or substantiatedIn fact, we received emails to ignore the complaints that were submitted (see exhibits A and B)We received another complaint at the end of July that we could verify and issued another noise violation notice to that resident at the beginning of August.Unfortunately, we can't just evict the resident in question, we have to go through the proper violation process to substantiate the eviction.The property manager also reached out to the [redacted] 's on August 15th about the noise and was told that no further noise has been heard since the July complaint but that “they were moving out anyway"We have attempted to resolve the noise issues on property to the best of our ability and are working on the legal remedies, but unfortunately, this does not warrant waiving of termination feesEspecially since it appears the [redacted] s are determined to move whether the issue #rectified or not.Should you need additional Information, we'd be glad to provide it.Thank you,Heather M [redacted] Office Manager

Complaint: [redacted] I am rejecting this response because your property manager is not the only side to this storyWe were informed that a legal notice was issued on February 10th, and that "further action would be taken" if they continued to receive complaints afterwards (see Feb email attachment)What has been failed to be mentioned is the face-to-face complaints we have made in office, one of which was verified by employee Kimberly C [redacted] in June who came to verify the noise and stated that she could even "hear as she pulled up to the noise." Nothing was done with that information, and that complaint and verification should have resulted in the "further action" to take placeAnother face-to-face verification of noise took place with her former employee Erin Lewis who spoke with a downstairs neighbor who also said they had the same noise problem, and she heard the noise from inside our apartment before going over to speak the residents of (see the January 31st email attached), this is the day she came over and heard the noiseOur final straw was on Sunday, August 3rd, which we went in an complained about on August 4th because offices were closed on SundaysThe noise was so unbearably loud that I could not finish a very important homework assignment in peace in any room of our homeWe would not be moving if the noisy tenants had been handled appropriatelyThe same week of our complaint is the same week we secured residence elsewhere to get away from the disturbances, but were unable to move until the new home was ready, which is this Friday August 21stWe also don't understand why having the cops called and come out twice doesn't count as "verifiable noise" to move forward in the process of evicting the tenantsWe have our lease, we know the process stated in our lease, and the process was not followed or handles correctly Regards, [redacted]

July 10, 2017To Whom It May Concern: [redacted] applied for an apartment unit with our apartment community on June 5th and was approved for the apartment. Our rental screening process includes a $50 non-refundable application fee per applicant to screening of credit, background check, income and... rental verification. Additional, there is a $200 reservation fee that is returned if the applicant is denied or cancels within 72 hours of applying for the apartment. The application fee and reservation is printed in our marketing materials given to all prospect and rental application. [redacted] signed the rental application stating she understood those terms. The $200 reservation fee is nonrefundable after that 72 hour period because we take that apartment off the market. [redacted] has decided not to move in to the community out of her own accord, not because of our lack of availability, approval, or condition of apartment on June 19th, which is well beyond the 72 hour period.Sincerely,Heather M.Office Manager

June 27, 2017*** ***,In regards to the complaint filed with your bureau on 6/22/2017, the vehicle in question was left in a state of disrepair (photos attached) for two weeks, which is a violation of the residents' lease contract (see attached highlighted portion)Our staff provided
sufficient notices to the resident via several means (see examples attached) which granted the resident more than days to correctDue to the policy violation not being corrected, we towed the vehicle, as is our policy.As for the request for cameras to be installed, we can certainly evaluate if there is a need.Thank you,Heather M. Office Manager

March 10, 2016To Whom it May Concern:*** *** was a resident at *** *** Apartments with a lease expiring on June 10, *** *** had no security depositWhen she moved in she paid a $approval fee (to hold her unit) and a $redecoration fee which is basically just an administrative
fee*** *** gave appropriate notice that she would be vacating her apartment on June 10, *** *** did not turn in her keys on the 10th, rather we discovered on the 20th that she had moved out and left her keys in her unitAs such, on the 20th we completed her move out inspection and chargesShe is responsible for the rent for those days, she did not turn in keys or turn over possession of the unit to our staff.Prior to her move out, she was charged for the first days of June rent/trash as well as her monthly water/sewer chargesShe had a credit balance going into June of $but paid $toward the June charges, leaving her with a credit balance on her account of $as of June 5thAfter the move out charges of the final water/sewer bill and the days of rent (June 10-20), her balance was $136.55.We did attempt to discuss this bill with her back in and she cursed at our office staffWe gave her additional time to cool off, but she still refused to talk with us, so we sent her account to third party collections.In short, the charges are valid in accordance with the terms of the lease.Thank you,Heather M.Office Manager

Ms*** is welcome to reject the responseHowever, her emails provide no additional information, They are from November, February and July just as we indicateYes, there is one from January, But as we indicated, there were no moise complaints between February and May, After that point, some of the complaints were unable to be verified.Again, as indicated, we can't just remove a residentWe have to go through the proper channelsWe can only go through those channels when we have substantiated and validated complaints of noiseThe process is ongoing for the resident in question, but the ***s opted to move out anyway,The bottom line, Virginia Landlord Tenant law as well as the ***'s lease, have very Specific remedies should a tenant feel that the property is not resolving issuesThe ***'s didn't follow either procedure and terminated their leaseAny charges that may be associated with that termination are valid.Should you need additional information, we'd be glad to provide it.eather M*** Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:[redacted]'s response is not exactly...

accurate. She neglected to inform you that the water heater was already replaced with a brand new one a year prior.  Its practically brand new, so why would it need to be replaced again?  They are just buying themselves time to ride out the lease.  That did not resolve the issue and a 2nd new one wouldn't either. They also replaced the washer, and that didnt fix the issue.  I stopped reporting it because it was never resolved.  Ive been living in the apartment for 3 years, 6 months, and have opened numerous maintenance requests for the water, and other issues. If you request from [redacted] my maintenance history from May 2012 to May 2015 you will see how many times I have requested to have this issue resolved.  After having them continue to send maintenance guys over to attempt to fix an issue that has gone unresolved, I stopped submitting requests, and notified them of my intent to break the lease.   That is why there are no recent maintenance requests since May 2015.All I am requesting is that PRG Real Estate allow my lease to end as of December 31, 2015 with no further financial obligation. Regards, 
[redacted]

June 2, 2015We are very sorry to hear of the issues inside of the apartment. We have responded to every maintenance request that has been entered, but we have had some issues gaining access to the apartment home due to not having permission to enter, We have also addressed the pest control issue as...

requested. We have offered the resident a resolution of terminating the lease early and waiving the notice period and termination fees. Ms. Aho refused our request and requested financial compensation which we declined.Should you need additional information, we'd be glad to provide it.Thank you,Jayme PRegional Director

We were notified back in the beginning February of noise complaints that the [redacted]s had with their neighbor in apartment 4146 (name will not be provided unless necessary due to privacy rules), We did issue a noise violation to the resident and we didn't hear any further complaints from the...

[redacted]s until May, These complaints could not be verified or substantiated. In fact, we received emails to ignore the complaints that were submitted (see exhibits A and B). We received another complaint at the end of July that we could verify and issued another noise violation notice to that resident at the beginning of August.Unfortunately, we can't just evict the resident in question, we have to go through the proper violation process to substantiate the eviction.The property manager also reached out to the [redacted]'s on August 15th about the noise and was told that no further noise has been heard since the July complaint but that “they were moving out anyway"We have attempted to resolve the noise issues on property to the best of our ability and are working on the legal remedies, but unfortunately, this does not warrant waiving of termination fees. Especially since it appears the [redacted]s are determined to move whether the issue #5 rectified or not.Should you need additional Information, we'd be glad to provide it.Thank you,Heather M[redacted] Office Manager

February 11, 2016Dear [redacted]:This letter is in further response to the above complaint. During my discussions with [redacted] I had advised him that the issue was with the water heater. advised him that we wanted to replace the water heater and make the other non-reported repairs in his apartment. He refused to allow for any of the repairs to be made as he didn't think that it would help. I advised him that we would certainly find out if it would resolve the issue if he'd allow us to make the repairs - again he refused the repairs. Since [redacted] vacated we have determined that indeed there was an issue with a plumbing connection for the water heater which was causing the issue. Had [redacted] permitted us to make repairs during his occupancy, the issue would have been resolved.As outlined in our previous response and documents submitted, [redacted] declined allowing us into his apartment to make any repairs and indicated he just wanted to break his lease and move-out the end of December. covered the buy-out options as outlined in the Buy-Out Addendum that he signed as part of his lease. [redacted] indicated that he wanted to provide a 60-days notice which also included a one-month early termination fee but wanted to vacate on 12/31/15. informed him that if he wanted to provide a 60-days notice with the one month termination fee, he could turn in his keys early as he requested but he'd remain rent responsible through his 60 days notice. He understood and responded with the previously submitted notice via email to me directly on December 11, 2015. A final accounting of the balance owed on his account has been completed and he may make payment arrangements with our corporate office.Sincerely,Meschelle S.Regional Director

Complaint: [redacted]
I am rejecting this response because your property manager is not the only side to this story. We were informed that a legal notice was issued on February 10th, and that "further action would be taken" if they continued to receive complaints afterwards (see Feb 10 email attachment). What has been failed to be mentioned is the face-to-face complaints we have made in office, one of which was verified by employee Kimberly C[redacted] in June who came to verify the noise and stated that she could even "hear as she pulled up to the noise." Nothing was done with that information, and that complaint and verification should have resulted in the "further action" to take place. Another face-to-face verification of noise took place with her former employee Erin Lewis who spoke with a downstairs neighbor who also said they had the same noise problem, and she heard the noise from inside our apartment before going over to speak the residents of 4146 (see the January 31st email attached), this is the day she came over and heard the noise. Our final straw was on Sunday, August 3rd, which we went in an complained about on August 4th because offices were closed on Sundays. The noise was so unbearably loud that I could not finish a very important homework assignment in peace in any room of our home. We would not be moving if the noisy tenants had been handled appropriately. The same week of our complaint is the same week we secured residence elsewhere to get away from the disturbances, but were unable to move until the new home was ready, which is this Friday August 21st. We also don't understand why having the cops called and come out twice doesn't count as "verifiable noise" to move forward in the process of evicting the tenants. We have our lease, we know the process stated in our lease, and the process was not followed or handles correctly. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  the information they are providing is false.  My daughter works nights, I work days so someone is available to give them access anytime.  We do not receive calls from them requesting entrance.  While they say they respond to every work request, it is not in a timely manner as well as if more than 1 issue is on a work order they do not address them all.  In fact, our entry lock did not work correctly when we moved in yet it took a second work request to get them to even respond.  Then it was over 2 weeks from the 2nd request before they ever came out.  Pest control has only been in our unit exactly once but we have had to put up with mice for the entire term of our lease while PRG refuses to plug the entry holes that the mice are accessing.  The City of Virginia Beach code enforcement office has been in my home as well.  He determined that we are infested with rats telling PRG to plug holes and bring in a certified pest control company to take care of the issue.  He also found other issues like my smoke detector not working at all.  I have attached the inspection report he filed.  The smoke detector report is on a separate report and I am obtaining that tomorrow.  We pay a lot of money to live here, the management of PRG I am sure would be unwilling to live with rodents so why would they think it is ok for us too?  I am requesting compensation due to their negligence and having to move after only 4 months.  We paid  several nonrefundable fees that I am confident we will need to pay in our next home so I need those back because I did not plan on moving this soon and again they have not met their obligations.
Regards,
[redacted]

July 25, 2017To Whom it May Concern:As a show of good faith, we are processing a refund to [redacted]'s credit card in the amount of $200,Thank you,Heather M.Office Manager

July 10, 2017To Whom It May Concern:[redacted] applied for an apartment unit with our apartment community on June 5th and was approved for the apartment. Our rental screening process includes a $50 non-refundable application fee per applicant to screening of credit, background check, income and...

rental verification. Additional, there is a $200 reservation fee that is returned if the applicant is denied or cancels within 72 hours of applying for the apartment. The application fee and reservation is printed in our marketing materials given to all prospect and rental application. [redacted] signed the rental application stating she understood those terms. The $200 reservation fee is nonrefundable after that 72 hour period because we take that apartment off the market. [redacted] has decided not to move in to the community out of her own accord, not because of our lack of availability, approval, or condition of apartment on June 19th, which is well beyond the 72 hour period.Sincerely,Heather M.Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
There are discrepancies here. I was not charged $50.00 for the application fee it was actually $45.00 which leads me to believe their business practices may be flawed. I also did not receive any copies of any of the documentation I signed at all which is another reason I believe there practices are flawed. I also sent an email the day I received the email from Elizabeth Hall letting her know that I needed more time and I did not want to finalize anything at the moment. She did not mention or reiterate that I had 72 hours to cancel or this holding fee would become non-refundable. I called several times after to speak with someone in the office and did not get any call backs as I was advised. When I went to the property, Elizabeth told me that the only way I would have gotten a refund is if I didn't get approved, so there are discrepancies in the information I was provided. She also claimed that the documentation that explains that if you cancel the holding fee becomes non refundable is in the first page of the application which is not given to any of the customers which I feel is an unfair business practice. I do not agree with the business response that was given.
Regards,
[redacted]