RE Carroll Management Company

Dear Ms [redacted] , As you noted in your submission to the Revdex.com, we have spoken several times regarding this matter All of our processes are online, including applications and payments, so all information submitted comes directly from the person inputting it, not one of our employees I spoke with our accountant regarding this matter, and our records indicate that the application was submitted with [redacted] as the primary applicant, and [redacted] as the secondary applicant, with the funds, totaling $for the application and administrative fees, being paid from Ms***’s account Because you were both listed on the application, the refund check was made payable to both of you, as we are required to do this; check # [redacted] in the amount of $was issued on June 20, 2017, and mailed to the address you gave me I did send a release to you and Ms [redacted] last week to sign, in order to allow us to issue a check payable solely to you I understand that you signed it at [redacted] , which was witnessed by one of our employees; I have not yet received this document from Ms [redacted] nor have I heard back from her regarding this matter I reached out to Ms [redacted] again today at the e-mail address on the application ( [redacted] ) to follow up as well We have done everything required of us with regard to refunding these fees; the application fee is generally not refunded, but we did agree to refund this as well in this situation Without the signed, notarized document from Ms***, we are unable to issue the check to anyone other than the parties on the application Once this is received, I will be happy to notify our accounting department so that they may issue a new check just to you and stop payment on the one you currently have, and to expedite this process in any way I can Sincerely,Heather L [redacted] | Regional ManagerRE Carroll Management

Initial Business Response / [redacted] (1000, 5, 2016/09/20) */ Good Afternoon [redacted] I did follow up with the onsite team and corporate accountants and was able to finalize yesterday for youThe check that you received for $would be correct and you should be able to deposit immediately The issue was that the onsite team did not charge your account correctly as they should have charged you the required 30-days' notice regardless of when you moved out or lease endedWhen accounting received your move out paperwork they revised your account and sent out the balance owed to you as a refundNot making the onsite team aware of the changes which caused confusion for everyone My sincerest apologies for the miss-communication and different move out statements you were sentI have brought this issue to the attention of the current manager and staff as well as my VP in order to alleviate this from happening to future residents down the road in order to better achieve our resident's satisfaction Sincerely, Regional Manager RE Carroll mailto: [redacted] Sent: Monday, September 19, 2:PM Subject: FW: Refund Issue- [redacted] Good afternoon, I am writing to check up on the status of my complaintIt has been several weeks with still no response or solution to the problem I am facing with your company and would like a response to my inquiryBelow, I have included my response to your email from August 26th, as I never received a reply Email: [redacted] mailto: [redacted] Sent: Wednesday, August 31, 9:AM Subject: RE: Refund Issue- [redacted] Thank you for your responseI do understand that my notice was not given as far in advance as was expected as stated in the leaseThat was an oversight on my part due to previously having renewed my lease upon notification of my optionsI believe that was when the community was under different management, so I should not have expected to receive a notification as beforeHowever, I did actually give notice on May 2, That is still not within the 30-day range, but I wanted to make you aware of that fact Again, thank you for looking into the issueI am aware that there may be reasonable explanations as to why the amounts differed so drasticallyHowever, as I am sure you can understand, due to this process being muddled, I cannot accept the refund check at face value without being sure that it is the correct amount [redacted] Email: [redacted] mailto: [redacted] @recarrollmanagement.com Sent: Friday, August 26, 1:PM To: [redacted] Cc: Stephanie H [redacted] ; Rickie S [redacted] Subject: Refund Issue- [redacted] Dear [redacted] I received your email and I wanted to respondI am the Regional Property Manager for [redacted] Apartments in Lexington, SCI am truly sorry to read that you did not experience our remarkable service and professionalism and I can understand your dissatisfactionAt RECM, we are committed to assisting our residents and providing them with exceptional service at all times, I will surely use your comments to improve and take the appropriate actions needed to resolve your issue You stated that you received a refund check, but it was a different amount from the first statement you were mailedYou also state that you received a second statement with white out and (insert community name) sent to you with a refund check of $Again, different from the original statement that you received from the property I have asked the manager and the assistant manager for some insight on to what happenedI am investigating as to what took place as I agree with you, this does not make us look very professionalI did review some of your account and see that you gave a notice on 5/12/and moved out 5/14/Your lease expired on 5/14/Keep in mind that it is a South Carolina law that all residents are required to give a day written notice which is stated in your lease agreement as suchBy looking at, it does not appear that you paid through your days Regardless, I am wanting to get this cleared up so if we owe you or you owe us any additional monies we can get your account balance resolved If you would like to call me so we can discuss further please feel free to do soMy number is [redacted] I am currently investigating your issue and I will follow back up with you next week if you do not call I sincerely hope to have the privilege to welcome you back in in the future as a valued resident and to provide you with a truly unique living experience Sincerely, Regional Property Manager RE Carroll Management Company [redacted] @recarrollmanagement.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response simply because it would cost me more in legal fees to pursue a case against them in attempt to receive an interest payment for this refundHowever, I am dissatisfied with the amount of blame the company acceptsThis was not simply a "miss-communication" as stated in their responseThis was an egregious act where they ignored my request for clarification and follow-upIt is my belief that the hope of the company was for me to wait for their follindefinitely, in which time the refund check would have expired, leaving me with no refund at all

Good morning, This response is regarding case # [redacted] We would like to thank Ms [redacted] for her message and for her interest in making her home at one of our communitiesMs [redacted] applied for residency at [redacted] and was charged the $non-refundable application fee and $administrative feeAs her application was, unfortunately, denied, we had refunded the $administrative fee and mailed out May 30th (check #***), within days of the notification of her denialPlease refer to the attached screenshot of Ms [redacted] ’s ledger for more informationPlease let us know if further information is neededThank you, RE Carroll Management | [redacted] Apartments

RE Carroll Management uses only the rates provided to us by the [redacted] We do not up charge for any water usage or change any of the governed ratesThere is a monthly administrative fee of $6.00, which is within the permissible fees to cover any of the community's processing costs involvedEvery apartment unit is equipped with an individual sub-meter that measures the water usage for that apartment during the monthReads may vary each month depending upon several factors including number of days in a cycle, individual water usage, and any rate changes made by the water districtWater bills may also vary should a Resident have a water leak of some typeSome water leaks include toilet water running after flushing, faucet drips, or appliance leaks to name a fewEach Resident is responsible for reporting any type of leak in their apartment immediately to remedy the leak/repairThe longer a Resident delays reporting such leaks only causes the water bill to rise and water wasted The following rate calculation is governed by [redacted] The dates listed are only sample dates for illustration purposes only and may not be exact: Sewer Month: Jun-

Thank you for allowing us the opportunity to respond to this complaintThe refund check in the amount of $has been written and expedited through approvalThe check number is ***Ms [redacted] was contacted on Friday, November 3rd, with this informationPlease let us know if further information is needed at this timeThank you

Initial Business Response / [redacted] (1000, 5, 2016/07/11) */ Contact Name and Title: Brittany R [redacted] -Manager Contact Phone: XXX-XXX-XXXX Contact Email: br [redacted] @alaris-apts.com Our office received a phone call from [redacted] on Thursday, June 30thThe lady from [redacted] wanted to verify an apartment and if the apartment was vacantThey said that the power was transferred back into [redacted] 's name quickly and knew that something was "off" I advised them that it shouldn't be in our name as the apartment is occupied(All resident must have power transferred into their name during residency) The lady with [redacted] said that she would correct the issue and have it out of our name as it was a mistake on their endAt that time, no other action was needed by us [redacted] would be contacting that resident individually as we do not have access to resident's utility billing accountsOn Friday, the occupant in this complaint came by and spoke with the Assistant ManagerThe assistant manager let them know that they would need to contact [redacted] because we cannot turn off their power and that is done completely through [redacted] She assisted them with a call to [redacted] to see what exactly was going on [redacted] was on speaker with the lease holder and occupant there and [redacted] told them that the power situation was in someone's name that they both knew and that there was an account balance of $that needed to be paid immediately to avoid disruption of serviceNo other communication was provided for us by the residents or [redacted] as this was a billing issue between the lease holder's account vs [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand that the [redacted] ordeal wasn't the complexes faultHowever, I did state in my original complaint that better communication needs to be practicedThe complex KNEW that the apartment wasn't empty, yet, no one notified us of the changesNonetheless, the [redacted] issue has been resolved on our end as the tenantsAlso, nothing else in my complaint was addressed such as the notion of feeling unwelcomed, etcNot even an apology; which is pretty unfortunate [redacted] should really work on tenant/landlord relationships and handle issues accordingly

Initial Business Response / [redacted] (1000, 5, 2016/07/14) */ Dear [redacted] , I received an email from the Revdex.com, dated July 4th, and wanted to respond At RE Carroll Management, we value all of our residents and guests of residents as well as respect their right to a quiet, comfortable and clean environmentThe situation you have brought to management's attention in regards to a large tree that fell on your car was a result of an "act of Mother Nature"The day the tree fell I was informed by management that there was a severe thunderstorm warning with ground lightning being reportedThe tree that you are speaking about was struck by lightening which caused it to fall on your vehicle parked under the tree in the parking lotUnfortunately, since this was an act of mother nature, we may not be liable for your damagesI did speak directly to your insurance agent and referred them to corporate so they can process and contact you or your insurance company in regards to your claimIt was reported on the day of the incident that the winds were at mph I also want to bring to your attention that, unfortunately, in South Carolina, you have to also retain a permit to remove any trees regardless if it is dead or aliveSo you cannot just simply cut down a tree unless it has been approved by your local municipality I wanted to let you know that we have been working diligently to resolve your complaint and have forwarded your complaint to the necessary departments within our company It is our absolute goal to provide all of our residents and their guests with a positive experience at [redacted] ApartmentsI am so sorry that you feel we have not resolved this issue to your satisfaction I hope this letter helps alleviate some of your concerns, as management is willing to listen and will do whatever we can to the best of our abilities and our company policies Sincerely, Kim S [redacted] Regional Property Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously stated the arborist told the office the reason the tree fell is because it was deadThis us what happens when you don't maintain care of your propertyThe exterminats also said all the trees here are infested with termite, that you are aware of this yet don't bother to remove the treesWhether or not you have to go through the municipality, it is property management's responsibility to remove the trees so accidents like this don't occurAn act of God is an unusual, extraordinary, sudden, and unexpected, manifestation of the forces of nature which man cannot resistAn injury caused by an act of God is an injury due directly and exclusively to natural causes which could not have been prevented by the exercise of reasonable care and foresight."

Mr [redacted] set up his account for auto-pay; however, there was a glitch in our third party payment system that cause a failure to draft his scheduled rent paymentTherefore, the system recognized an outstanding balance and the late fee was automatically appliedThis was our mistake and the late fee charges were reversed, as explained to Mr [redacted] The $charge was for his water and sewer serviceIt was not labeled as such; therefore, it understandably created confusion for Mr [redacted] We had since apologized and we were able to clarify the charge with himHis account is now reconciledSection on page of the lease agreement signed by Mr [redacted] discusses water and sewer serviceWe have provided a screenshot of this portion of the lease for your referenceThank you

Good morning,This response is in regards to case # [redacted] Mr [redacted] applied for residency and was charged a $application feeAfter his application was denied on Friday, February 24, 2017, he was informed and the application fee amount of $would be refunded within approximately days When this complaint was filed, the check had already been dropped in the mailThe property manager at [redacted] had spoken to Mr [redacted] and the check for his $refund was delivered to him yesterday, March Please let us know if further information is needed.Thank you,RE Carroll Management | [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept itThe company expressed mailed a refund check for $on 8/21/

Initial Business Response / [redacted] (1000, 6, 2016/08/31) */ It is always our goal at R.ECarroll Management Company to provide exceptional customer service and to address any customer concerns in a timely mannerOur company policy states that all refunds are processed and mailed within days of the triggering eventIn this case, the event was the date of the application denialThe application was denied on July 21, The applicants were made aware of the denial via phone and emailThe applicant paid by personal checking account which requires a ten day hold to ensure the funds clear the bankThe account was closed and a refund request was submitted for processing on August 12, Please feel free to contact the management office if you have questions or need further information

I am rejecting this response because:
I proved that the application fee and the administrative fee came from my checking accountI also have an email from *** *** stating to you that it did not come out of her account that this goes against company policyThis was not a depositIt was the application fee and the administrative feeYour employee cancelled the application - through no fault of mineSimply because they did not know how to process a corporate applicationYou put the check in both our names simply to keep me from being able to cash the check because you knew *** *** lives in a completely different state and the bank wouild be unable to cash the check because of thatYour explanation has several lies in it - including where you state this money was for a depositThere was no deposit paidThis was for fees and when your employee cancelled the application it should have been

I am rejecting this response because:
I made an agreement with Miss *** to take this apartment.I intend to complete the terms of the agreement with Miss *** until October, as we discussed, whether inside or outside of the apartmentI am obligated and this business is keeping me from keeping this agreement. I did not authorize personal information to be shared with an outside party.The apartment manager did not go through the legal process to evict me after the agreement was made between me and Miss *** and I had already planned my move to CharlestonThey missed the agreed move in date for screening so that was done. I have read the law. I had an agreement with Miss *** and the apartment complex took my rent and I was in the resident portal on the day of move in. My rent was acceptedI took the electrical contractI will not break a promise to Miss ***She did not give any conditions such as going through any screening when we talked. If she is asking me to break the lease agreement between her and myself she still has not let me know. I put my belongings in the apartment because it is my apartmentYou did not sign our agreement so you are not allowed to interfere in this way. You think you can do this to me and not have me have a huge problem with it after moving my furniture and belongings to my apartmentYou think you can shame me and take my belongings and take my home away and not have a huge problem with itI have made no agreement to give up this agreement with Miss ***You can keep me away from the premises but you cannot make me not keep this agreement and complaining to the Revdex.com about my commitment to Miss ***.** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it.Also, I have received the promised check. Thank You,*** ***

Mr***, We are sorry that you do not agree with our screening guidelines. We do have an option in which a larger deposit can be paid however, that would have to be what the screening guideline decision was. The decision on your account was a Denial. Although you are employed and you are stating that your rental history has been acceptable the credit portion which is included in our screening guidelines is why the application was ultimately denied. We can never guarantee anyone’s approval prior to processing the application If you are able to resolve the issues on your credit that caused the denial we would be more than happy to re-screen your application in the future at no additional charge Sincerely, Kim S*Regional Property Manager CAMRe Carroll Management

Good morning, This message is in response to the allegations made via a denied applicant, complaint #***This applicant in question applied
for residency at the end of January and did not meet the predetermined qualifications that are required for all residents of this communityPlease note, applications are sent to a third party to verify qualification of any application we receive and they provide a solid decision based on an applicant’s credit score, criminal record, income, and previous rental history. As with any applicant that is denied, we called Ms*** to notify her of the application denial via phone but we were unable to connect; therefore, we left a messageWe proceeded to contact her via email with the personalized denial letter, per policyAfter the delivery of our notifications, Ms*** continued to contact the office via email, denying her denial and stating she was coming to move in on particular dates and bringing her belongingsShe also logged on to the portal for applicants via our website and began sending payments for apartment and storage spaces for which she was not approvedDuring this time, we made several attempts to contact her and reiterate her denial All monies, with exception of the application fee, were refunded to Ms*** in full to the address she provided at the time of application(Attached is a copy of her ledger for reference) Ms*** had contacted the office, but it was after hours when the office was closed and no one was presentWe had attempted several times to reach her during office hours, but those calls were never answered and we could only leave messages. During her application, Ms*** provided a preferred modateAfter that date had passed, she arrived to the apartment, which was not leased to her, and placed several personal items, such as paint buckets and everyday household items, in the breezeway near the apartment doorwayPlacing items in the breezeway is a hazard and is prohibitedOur maintenance supervisor had been on site and confronted Ms*** about placing the item in the breezewayShe expressed that she needed the keys for her new apartmentOur maintenance supervisor instructed her to follow him to the office and so the management team could assistMs*** chose not to follow him and, instead, left the property without taking the items she placed in the breezewayWe attempted to reach her via phone and email for approximately days thereafter to reiterate her denial and instruct her to retrieve her items, otherwise, we would have to discard themMs*** did not return to the property so the maintenance supervisor discarded the items per the manager’s instructionWe continued to contact her for weeks and finally, Ms*** had answeredDuring the phone conversation, we discussed her denial and the items she left in the breezeway. At this time, she expressed that she rejected the denial and would be moving in. We continued to restate and explain to her that the company has criteria requirements that must be met by all applicants in order to be approvedThen, once approved, applicants cannot move into an apartment without signing our lease agreementShe became frustrated with the conversation and hung up the phoneSeveral attempts were made to connect and conclude the conversation on a positive note, but we were unable to successfully reestablish communication In the interim of Ms***’s refusal to accept that she had been denied, she contact corporate via Facebook, messaging both RE Carroll Management and The Carroll Companies several times in which she was advised to contact the property or regional managerShe had also contacted sister properties, inputted dozens of guest cards via websites, claiming she was a resident of Bolton’s Landing and would be transferring and continuing to accept that her application for residency was deniedShe contacted corporate via phone multiple times and was told the same thing, that she was deniedFor nearly two months this has been going on On the date that this report was submitted, she had been calling the property’s office and stating that she was coming to pick up keys and move in to her apartmentShe, again, was told that she was denied and that there was nothing more that could be done for herShe was also told that, if she comes to the property again, the authorities would be called and trespassing order would be placed against her, resulting in possible arrestShe, once more, became angry and abruptly ended the callAttempts were made to reestablish communication once more but failedNot long after we received a call from the Charleston County Police Department stating the applicant was there trying to have charges brought against staff members for harassmentWe explained the situation to the officer, who evaluated the situation then advised us to contact the police immediately if she came to the property, again Not long after the call, the applicant showed up to the property so we contacted the authoritiesThe dispatched officer spoke to the applicant and explained the situation to herAt this time, Ms*** said to the officer, “I’m not on trespass, she’s on trespass,” referring to an office staff memberThe officer documented her vehicle and personal information. After further research, we came to know that Ms*** had acquired a track record and criminal record of this type of harassmentBecause this situation does not only affect the office staff but any potential resident that may move into that unit, it is our fiduciary duty to be sure the property is safe. Therefore, a no trespassing order was placed against Ms***. We are not excited about the outcome but we must do what is in the best interest for our prospective, current, and future residents, as well as our staff. We truly hope Ms*** finds a positive home solution Thank you for furnishing us the opportunity to reply to this complaintPlease let us know if further information is needed

Initial Business Response /* (1000, 7, 2016/07/25) */
Contact Name and Title: Kim S***
Contact Phone: ***
Contact Email: ***@recarrollmanagement.com
Dear Revdex.com,
Numerous attempts have been made to make any necessary repairs to Ms***' apartmentUnfortunately, she has on
occasion not allowed some of our vendors to enter her apartment in order to address any issues
We have offered on several occasions to allow her to transfer to another apartment within our community, and waive any transfer fees that typically applyMs*** has declined to transferWe have allowed her the option of an early termination of her lease agreementShe has declined this offer
Ms*** is a valued resident, and we look forward to resolving any issues she might have
Kim S***
Regional

Initial Business Response /* (1000, 10, 2016/09/15) */
Dear ***,
On July 28th you logged on to your personal resident account and set up two automated recurring payment withdrawal for your accountOn Aug 1st two automated emailed emails were sent out for your two recurring
payments as a pre-processing reminder, then on Aug 2nd the two automated payments were withdrawn from your accountWe understand that the setup of your automated payments was an error on your end but we did not by any means charge your account twice as this was set up by you and not our officeOn Aug 6th your payments were returned to the office, one payment was returned due to the stopped payment that you put on it and the other payment was returned due to insufficient fundsYou also contacted our Regional Manager who stated to you that the one stop payment we could waive the $NSF for as you that you had accidentally entered twice and that we would waive the late fee if you took care of the rent payment in a timely mannerAt this time both of the agreements made by our Regional Manager has been honoredWe have waived one of the $NSF fees and your late fee of $was also waivedAs for not being able to pay your rent with a personal check going forward; it is our policy per your lease agreement, that we reserve the right to require that all future payments be in acceptable certified funds due to you having a previous NSF payments and also being filed on for eviction priorTherefore, the check option is no longer available as an acceptable form of payment but you do still have the option of paying with a money gram or credit/debit cardWe do apologize for the inconvenience but unfortunately we cannot change our policy on this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 12, 2016/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, I would have no reason to set up two payments for auto draft from my accountSecondly, if I had set up a payment to pay the balance on my account twice (which I did not), the balance would have been paid by one transactionthirdly, the funds were available in my account until your processing procedure unlawfully extracted more than you should have
Final Business Response /* (4000, 14, 2016/09/28) */
Dear Mr***,
On July 28th you logged on to your personal resident account and set up two automated recurring payment withdrawal for your accountOn Aug 1st two automated emailed emails were sent out for your two recurring payments as a pre-processing reminder, then on Aug 2nd the two automated payments were withdrawn from your accountWe understand that the setup of your automated payments was an error on your end but we did not by any means charge your account twice as this was set up by you and not our officeOn Aug 6th your payments were returned to the office, one payment was returned due to the stopped payment that you put on it and the other payment was returned due to insufficient fundsYou also contacted our Regional Manager who stated to you that the one stop payment we could waive the $NSF for as you that you had accidentally entered twice and that we would waive the late fee if you took care of the rent payment in a timely mannerAt this time both of the agreements made by our Regional Manager has been honoredWe have waived one of the $NSF fees and your late fee of $was also waivedAs for not being able to pay your rent with a personal check going forward; it is our policy per your lease agreement, that we reserve the right to require that all future payments be in acceptable certified funds due to you having a previous NSF payments and also being filed on for eviction priorTherefore, the check option is no longer available as an acceptable form of payment but you do still have the option of paying with a money gram or credit/debit cardWe do apologize for the inconvenience but unfortunately we cannot change our policy on this matter
Thank you,
*** Management

Thank you for allowing us the opportunity to respondThis issue was discussed with Ms*** and on October 27th, she was notified that the check had been
sent, check #***, in the amount of $Please let us know if you would like us to provide anything further Thank you, RE Carroll Management

Dear Ms***, I reviewed your account with *** ** *** and would like to take this opportunity to explain the billings on your account to ensure there is no confusion. Your lease renewal began on October 11,
2017, and noted a prorated rent of $806.31. This amount is for rent from October through October 31, based on the monthly rental amount of $1190. Your previous lease expired on October 10, 2017, at a rate of $per month, so that lease is the one that dictates the rent for the first days of October, which was $369.35. The total amount due for October for just rent was $1175.66. There were also additional charges of $for the facilities maintenance fee, water/sewer charges of $49.97, and a late fee of $57.25- this comes to a total due for October of $1317.88; you paid $because the system billed all of October as well as November at your previous rental rate of $1145, which actually leaves your account with a balance due of $based on the charges noted on your current (renewal) lease agreement. However, given the confusion and that there was an error with the system, we will not charge this additional rent and will simply start the billing at $for December, which I do see was billed correctly and has already been paid. I hope this clears up any confusion regarding your account and resolves this matter fully. Heather L***, Regional ManagerRE Carroll Management