RE Carroll Management Company

Horizons at Steele CreekBeckstone Dr Dear Mr***: I received your letter of complaint by the Revdex.com as of April 5th, I would like to first thank you for your feedback with providing me insight into your leasing experience I have been working diligently on all
management levels to investigate your complaints and to come up with answers to your grievancesWe have a fiduciary responsibility to all prospects applying and touring Horizons as well as residents’ living enjoyment of the community Our policy is when anyone applies at our community we have criteria that we must follow diligently and treat everyone objectively in regards to Fair Housing laws You state in your complaint that Lyndsay stated that she would accommodate you and reassured you there would not be a problem with getting you approved I want to point out that onsite staffs, nor does our management company approve or deny any prospect as we use a third-party company to run an applicant’s credit application and within that system, they are either approved, declined or approved with conditions There would have been no way that Lyndsay would have been able to assure or promise any passing score as it is out of her hands at that point When approving leases, we send out all information to *** *** ***and they take into consideration the applicant's job history, rental history, income, and credit If you were denied, then a letter should have been generated and sent to you within a matter of time Typically, you would receive within hours of us processing your application Any information you would request after this the prospect would need to call the number or contact Resident Screening to get further details or information in regards to their denial Again, onsite staffs or management at RE Carroll makes no decisions based on approvals or denials on any application or prospect. Since Horizons is a new property with new staff members I do offer my apologies as it is apparent that the employees need a bit more training even though some of them are not new to the apartment business I have since spoken to this employee and made sure that this would not happen going forward to others as they sent a response to you on a sister properties letterhead by mistake As I cannot take the embarrassment or the lack of efficiency out of this situation, I do offer my apologies and can assure that this will not happen in the future We are a professional company with multimillion dollar A+ properties throughout the South and Southeast and pride ourselves on conducting business respectfully. Lastly, we have refunded you the $and a check was cut on March 25th to the address listed on your application As for the $application fee you are requesting, we are unable to refund this as we are charged by *** *** to run a credit checksSincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I accept it but the staff at this location should be properly trained on providing information about return of this administration fee I have yet to see a response worded consistently This business put my family in a very bad position because of their inability to do what they said they were, in the time frame they said they would *** ***

The message is in response to consumer complaint #***The incident that Mr*** had encountered is, indeed, unfortunate and we have appropriately provided our assistance in addressing the issueMr*** resides in apartment #***, located in building ***Allegedly, there was no
parking available near his apartment at building *** so he had parked his vehicle behind building ***, which was under constructionWe understand that Mr*** wanted to park close to his apartment and, as it was a shorter distance from his apartment, he felt that parking in this construction area was a better option than the available parking on the other side of building ***On January 28, 2017, Mr*** called the leasing office to inform the on-site management of damage he noticed to his vehicleHe claims that the damage occurred overnight and was caused by a construction fence that had allegedly fallen by his car, causing a box of construction materials to scratch the rear bumperWhen examining the scene, there was neither a fallen fence nor box of construction materials on or beside his carThe attached photos were those that were provided to management by Mr*** via email the following day, January 29, He did not provide any photos of a fallen fence or box with construction materialsThe management team proceeded to follow protocol and completed an incident report, which is attached for referenceManagement had also reached out to the construction company’s superintendent and upper management, who requested a police report regarding the incidentManagement, in turn, requested the police report from Mr***, which has yet to be provided

Initial Business Response /* (1000, 6, 2016/01/18) */
I have contacted Mr*** *** to assist him in answering the questions he has regarding his account balanceThis matter should be finalized with Mr*** todayPlease let me know if you have any questions
Thank you,
*** ***
Regional Manager
R.ECarroll Management Company

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px 'Century Gothic'; color: #797979} span.s1 {text-decoration: underline ; color: #0433ff} span.s2 {color: #000000} span.s3 {font: 12.0px Arial} 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 $250 for the application and administrative fees, being paid from Ms. [redacted]’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 $250 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. [redacted], 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

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 16.0px Calibri} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 16.0px Calibri; min-height: 19.0px} Dear Ms. [redacted]:  We have looked into the issue you reported regarding your water billing and have determined that we will issue a credit in the...

amount of $90 to your account.  According to your account, your water bills for the 6 months prior to the $160 billing averaged about $70 per month, which is how the amount of the credit was determined.  We believe the increased usage charges were due to an issue with the toilet in your master bedroom, which you reported on May 26 and again on May 30.     We apologize if there was a delay in the maintenance issue being repaired and if there was a lack of communication and/or follow-up regarding this matter, but we hope that you will find this resolution to be satisfactory.  If you have any questions or concerns, please do not hesitate to contact us.

[redacted] p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri; min-height: 18.0px} Dear [redacted],   I received your letter of complaint by the Revdex.com as of August 18, 2017.  I would like to first thank you for your...

feedback with providing me insight into your security deposit refund and move out experience. I immediately began working on all management levels to investigate your complaints and to come up with answers to your grievances.    At RECM, we have a responsibility to provide all residents with the best experience possible, including the move out process. For a smooth transition and to ensure we comply with local laws and municipalities, a set process is followed when any resident moves out of one of our communities.   When moving out, the resident must provide the office with the appropriate forwarding address so that we can mail their security deposit refund check. Once keys are returned and the resident has move out, all appropriate paperwork is sent to the corporate office for processing. Within 30 days, the refund is delivered to the forwarding address provided by the resident. If a forwarding is not provided, the refund is typically mailed to the last known address.     In your case, I found that the address we had for you was incorrect; therefore, your refund was mailed to that incorrect address.  We have since rectified this matter by re-issuing you another refund check and we overnighted on Aug 18, 2017, after you were contacted by our community.    I do offer my apologies and can assure that we are taking the necessary precautions to prevent such issues from reoccurring.     Thank you,  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 15.0px Calibri} Kim S[redacted]Regional Property Manager

Initial Business Response /* (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 you. The check that you received for $193.00 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 ended. When accounting received your move out paperwork they revised your account and sent out the balance owed to you as a refund. Not 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 sent. I 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, 2016 2:00 PM
Subject: FW: Refund Issue- [redacted]
Good afternoon,
I am writing to check up on the status of my complaint. It 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 inquiry. Below, 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, 2016 9:55 AM
Subject: RE: Refund Issue-[redacted]
Thank you for your response. I do understand that my notice was not given as far in advance as was expected as stated in the lease. That was an oversight on my part due to previously having renewed my lease upon notification of my options. I believe that was when the community was under different management, so I should not have expected to receive a notification as before. However, I did actually give notice on May 2, 2016. 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 issue. I am aware that there may be reasonable explanations as to why the amounts differed so drastically. However, 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, 2016 1:51 PM
To: [redacted]
Cc: Stephanie H[redacted] ; Rickie S[redacted]
Subject: Refund Issue-[redacted]
Dear [redacted]
I received your email and I wanted to respond. I am the Regional Property Manager for[redacted] Apartments in Lexington, SC. I am truly sorry to read that you did not experience our remarkable service and professionalism and I can understand your dissatisfaction. At 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 mailed. You also state that you received a second statement with white out and (insert community name) sent to you with a refund check of $193.00. 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 happened. I am investigating as to what took place as I agree with you, this does not make us look very professional. I did review some of your account and see that you gave a notice on 5/12/2016 and moved out 5/14/2016. Your lease expired on 5/14/2016. Keep in mind that it is a South Carolina law that all residents are required to give a 30 day written notice which is stated in your lease agreement as such. By looking at, it does not appear that you paid through your 30 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 so. My 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]
[redacted]@recarrollmanagement.com
Initial Consumer Rebuttal /* (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 refund. However, I am dissatisfied with the amount of blame the company accepts. This was not simply a "miss-communication" as stated in their response. This was an egregious act where they ignored my request for clarification and follow-up. It is my belief that the hope of the company was for me to wait for their follow-up indefinitely, in which time the refund check would have expired, leaving me with no refund at all.

p.p1 {margin: 0.0px 0.0px 12.0px 0.0px; font: 14.0px Arial} 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 communities. Ms. [redacted] applied for residency at...

[redacted] and was charged the $75 non-refundable application fee and $175 administrative fee. As her application was, unfortunately, denied, we had refunded the $175 administrative fee and mailed out May 30th (check #[redacted]), within 30 days of the notification of her denial. Please refer to the attached screenshot of Ms. [redacted]’s ledger for more information. Please let us know if further information is needed. Thank 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 rates. There is a monthly administrative fee of $6.00, which is within the permissible fees to cover any of the community's processing...

costs involved. Every apartment unit is equipped with an individual sub-meter that measures the water usage for that apartment during the month. Reads 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 district. Water bills may also vary should a Resident have a water leak of some type. Some water leaks include toilet water running after flushing, faucet drips, or appliance leaks to name a few. Each Resident is responsible for reporting any type of leak in their apartment immediately to remedy the leak/repair. The 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-16

Thank you for allowing us the opportunity to respond to this complaint. The refund check in the amount of $378.97 has been written and expedited through approval. The check number is [redacted]. Ms. [redacted] was contacted on Friday, November 3rd, with this information. Please let us know if further...

information is needed at this time. Thank you.

Initial Business Response /* (1000, 6, 2016/08/31) */
It is always our goal at R.E. Carroll Management Company to provide exceptional customer service and to address any customer concerns in a timely manner. Our company policy states that all refunds are processed and mailed within 30 days of the...

triggering event. In this case, the event was the date of the application denial. The application was denied on July 21, 2016. The applicants were made aware of the denial via phone and email. The applicant paid by personal checking account which requires a ten day hold to ensure the funds clear the bank. The account was closed and a refund request was submitted for processing on August 12, 2016. Please feel free to contact the management office if you have questions or need further information.

Initial Business Response /* (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 environment. The 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 reported. The 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 lot. Unfortunately, since this was an act of mother nature, we may not be liable for your damages. I 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 claim. It was reported on the day of the incident that the winds were at 60 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 alive. So 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] Apartments. I 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 /* (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 dead. This us what happens when you don't maintain care of your property. The exterminats also said all the trees here are infested with termite, that you are aware of this yet don't bother to remove the trees. Whether 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 occur. An act of God is an unusual, extraordinary, sudden, and unexpected, manifestation of the forces of nature which man cannot resist. An 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."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. The company expressed mailed a refund check for $100.00 on 8/21/2017

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 19.0px Arial; color: #1e497d} Thank you for providing us with the opportunity to respond to complaint #[redacted], filed by Ms. [redacted]. We are committed to providing our residents with an exceptional and clean community; therefore, as...

standard procedure, the property maintenance team routinely monitors the breezeways throughout the community, clearing any trash that they may find. If ANY resident places trash in the breezeway, they are fined the same as Ms. [redacted] was. In order to be consistent and fair to all residents as a whole, we cannot waive her fee as we had not and will not for other residents in a similar alleged situation.  Regarding the microwave, we were made aware of the initial situation and maintenance serviced the request the same afternoon the work order was created (February 6). Maintenance determined the microwave would need to be replaced and a new one had been ordered. Once that was delivered, the new microwave was installed and the work order had been completed and closed-out. We do not have any further requests from Ms. [redacted] but if she needs assistance from maintenance, we’d ask her to simply notify the office as she typically does and we will gladly assist her.  If further information is needed, please let us know. Thank you, again, for your time.

Initial Business Response /* (1000, 6, 2016/09/09) */
This resident was only charged for the days she occupied the apartment.
Initial Consumer Rebuttal /* (3000, 9, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that I was being...

charged for the days that I occupied the apartment. My problem still have not been addressed. I was never informed that I would have to pay prorated rent for the days that I occupied the apartment. In the sign contract it states that I must pay 1,874 for two months it did not have anything up there in regards to the days that I occupied the apartment. This is the problem that I have and sent several times to the company. You are getting full rent for August and September plus the days that I occupied the apartment in August in my opinion that is the issue and I am not satisfied with that response.
Final Business Response /* (4000, 11, 2016/09/14) */
We have reviewed [redacted] ledger for her August 6th move out. It is correct as stated. A copy of this ledger is available for review. R.F**
Final Consumer Response /* (4200, 14, 2016/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ledger is not correct at all. It states that I moved out on August 7th, which I did not and asking for $76.59. I moved out on August 6th and my calculations I would owe $46.33 based on the prorated rent of the 6 days.
My question still have not been addressed and I feel like I am being dismissed. The problem that I have is according to the contract that was signed and 7/5/2016 it did not have the prorated rent on there and I asked several times what I am suppose to pay that is what I wrote a check in for that amount on 8/6/16. As a business owner if your managers are not providing the customer with appropriate information why should the customer suffer for lack of communication. The problem is I was told something different and then withheld my security deposit. Even though I paid what I was told on 8-6-16. This is bad business in my opinion and it has not been addressed. I understand the ledger and this not what is problem. The information was no on the contract that I signed before I moved out that is the problem. I am a single mother trying to provide for my child and you are a corporation that is not showing any compassion. I guess it is all about the $$$, which is not right. I never was late on my rent at your complex in Asheville and you can pull my history. What I do not like is being dismissed, because if you actually looked at the ledger you would have saw the error.
You have not addressed the problem and keep telling me the same thing in each response. I would like my security deposit back based on the contract that was signed.
Thank you,
[redacted]

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 payment. Therefore, the system recognized an outstanding balance and the late fee was automatically applied. This was our mistake and the late fee charges were reversed, as explained to Mr. [redacted]. The $55.92 charge was for his water and sewer service. It 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 him. His account is now reconciled. Section 10 on page 3 of the lease agreement signed by Mr. [redacted] discusses water and sewer service. We have provided a screenshot of this portion of the lease for your reference. Thank you.

Good morning,This response is in regards to case #[redacted]. Mr. [redacted] applied for residency and was charged a $150 application fee. After his application was denied on Friday, February 24, 2017, he was informed and the application fee amount of $150 would be refunded within approximately 30 days....

When this complaint was filed, the check had already been dropped in the mail. The property manager at [redacted] had spoken to Mr. [redacted] and the check for his $150 refund was delivered to him yesterday, March 28. Please let us know if further information is needed.Thank you,RE Carroll Management | [redacted]

Initial Business Response /* (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 30th. The lady from [redacted] wanted to verify an...

apartment and if the apartment was vacant. They 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 end. At 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 accounts. On Friday, the occupant in this complaint came by and spoke with the Assistant Manager. The 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 $800 that needed to be paid immediately to avoid disruption of service. No 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 /* (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 fault. However, I did state in my original complaint that better communication needs to be practiced. The complex KNEW that the apartment wasn't empty, yet, no one notified us of the changes. Nonetheless, the [redacted] issue has been resolved on our end as the tenants. Also, nothing else in my complaint was addressed such as the notion of feeling unwelcomed, etc. Not even an apology; which is pretty unfortunate. [redacted] should really work on tenant/landlord relationships and handle issues accordingly.