Redwood Living, Inc.

This is the email received by Revdex.com (via email) from business as their response to consumer's complaint: Hello Douglas,I appreciate you following upI had received a notice just yesterday regarding your case and I did respond; however, our email search was with Thornhill LandingI was unaware it was with the Savannah Ridge email address, so thank you for providing thatLet us do another search and keep you postedI do believe that since this is through the Revdex.com platform, all correspondence should be through there.Have a wonderful day,JennJennifer CastorenaPolicy and Projects ManagerRedwood Living, IncEast Pleasant Valley RoadIndependence, OH 44131p: 419.574.8824f: 419.872.2727e: [email protected]: www.byRedwood.com

Friday, April 08, 2016Complaint ID ***To Whom It May Concern:Rental rates are determined by an algorithmic software and pricing does vary depending on several factors: availability, seasonality, number of prospects/demand, and competition trendsAt the time of touring the community, the
resident was presented with the current apartment availability and price options being offeredThe resident moved into the apartment home located at *** *** *** #A, Valley City, OH on 11/23/15, and the signed lease between the resident and Redwood had a term of 11/23/through 02/22/Multiple lease terms are offered to all prospects and future residents prior to move-in; however, the resident decided to take advantage of a mospecial that was being offered with a month lease term.The records indicate the resident gave their final notice on 1/29/to move out on 3/31/Since this date was prior to the natural lease end date, the procedure presented to the resident was the buyout optionIf the resident were to pay a buyout fee (which is a fee, not rent), it would have terminated her lease early prior to 2/22/The resident failed to pay the buyout fee prior to move-out, and therefore normally would be responsible for rent until the end of her lease term; however, in this very rare instance, Redwood was able to obtain a new resident immediately, therefore, the resident isn’t responsible for rent past her move-out date of 3/31/16.Per the terms of the lease, the resident is to return the apartment home back to original condition, with wear and tear acceptedDuring the walk through, the community manager mentioned multiple items (fridge, stove, and shower) that could take more than a clean, and therefore any extra charges above the cleaning rate will be deducted from the security depositAt this time, Redwood has received the final invoice and the amount of $for cleaning charges will be deducted from the security depositThe resident’s security deposit accounting will be processed and Redwood will mail the resident a statement, along with any refund, on or before 4/30/16, which is within the day period the law allows.Thank you and have a wonderful day,Jennifer C*** Policy and Projects ManagerRedwood Living, IncCommerce Park Road, Suite Beachwood, Ohio Fax: Cell: JC***@byRedwood

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am antagonistic toward Redwood's referring to me as "the resident", as I have never been a resident of theirsI was in the apartment for about two hours, sweeping and trying to clean the absolute horrific mess that it was in before finding so many problems and informing the manager that we the apartment was not up to the promised qualityTo call us "residents" is insulting and incorrect.We expressed our disdain for the poor quality of the apartment, which was far beyond giving Redwood a chance to "fix the items"So much was broken, so much was of such an incredibly low quality that the building would need a grourenovation to match even cheaper apartments available in the areaFor the cost, we would expect it to be flawless and at the very least, VERY cleanI don't want to pay for months of rent, just to have maintenance staff coming in and out every day as would be requiredIndeed, the rent was too high for such a terrible quality apartmentMy finances are part of the equation because the product I was given was nowhere near the promised qualityHad it been, I would be happily living there right now, regardless of my financial situation. We did NOT ask for the weekend to think it overThis is a lieWe were advised that we would need to wait until Monday to continue since the corporate office was closed at the time.We relinquished the keys to them on 06/05/We were presented a document AFTER we did this that stated a payment would need to be processed for the amount they specified before the next Monday, otherwise Redwood threatened a black mark on my creditRedwood was unwavering on this despite failing to inform us of what was happeningWe had to scramble in order to make the payment on time and I have begrudgingly paid the fees presented to me, $3800, to avoid Redwood's threat of dinging my creditRegardless, I am still pursuing this complaint in hopes that I can reclaim thisIt still seems ridiculous that I had to pay for July's rent, even though they were so happy to take the keys immediately.Redwood keeps claiming 'legalities', but having signed a lease, sight unseen, in good faith, then having received such a poor quality , unclean product I think this just deflectionI do not believe that Redwood should be able to bait-and-switch people with early siconcessions and promises, then offer shoddy, plywood buildings with paper-thin walls and rushed, fundamentally flawed construction, while promising "luxury"In reality, Redwood's offering ended up being the lowest quality apartment I viewed out of manyIt's unsurprising that their model is built so well to lure people in.I feel wronged by this companyI have literally been scammedMany months of dreams were shattered waiting on them, and I truly, truly believe that what they have asked and now received is utterly unfairRedwood has done nothing to "resolve" this complaint, and has instead forced us to pay and have threatened my credit if I did not do it on their schedule
Regards,
*** ***

Monday, July 18, 2016Complaint ID #***To Whom It May Concern:On 10/18/14, the resident moved into apartment home *** in Akron, OHThe resident then moved outof the apartment home on 5/17/16, which was at the end of their lease.Redwood has reviewed the files for the move-out charges:At
move-out, the carpet condition did have some large wear areas, as well as a large red stain, and a largestain near the kitchen vinylSince a carpet clean could not remove these items, the carpet had to bereplacedAt the time of replacement, the carpet was months oldSince it is reasonable in the courtsto pro-rate carpet based on an month lifespan, the resident was charged a proration for moremonths of carpet life, resulting in a $charge against the security deposit.Also, at move-out the bathroom sink bowl was covered in rust spotsIt was first attempted to clean thesink; however, after the cleaning attempt there were still stains that did not come out, which warrantedreplacementSince the sink and vanity top are all one solid piece, the entire surface had to be replacedresulting in an $charge against the security deposit.After review of the files, there does not seem to show wear that warranted a replacement of the vinyl.Redwood is willing to refund the $146.25.There is record that there were some issues with the resident’s refrigerator; however, Redwood wasresponsive for each work order request and even paid for the bill when the resident called out their owntechnicianRedwood also removed their refrigerator at the resident’s request so resident put in their ownrefrigerator of a difference size, which would make it hard to ascertain any differences in electric usewould actually be due Redwood’s refrigeratorAll other items in the resident’s complaint, Redwood isnot able to negotiate as Redwood does not have evidence of such claims.As previously mentioned, Redwood is willing to refund $for the vinyl replacement chargeTheresident will need to respond to the Revdex.com agreeing to the refund, and Redwood will issue a check to theresident.Thank you and have a wonderful day,Jennifer C***Policy and Projects Manager

Monday, May 08,
Complaint ID # ***
To Whom It May Concern:
After reading the applicant’s direct email to Redwood on 5/5/17, which included a copy of the cancellation
email from the applicant to Redwood, Redwood performed a thorough search in our email server to find
correspondence
between the email address *** and Savannah Ridge/Community
Manager’s email addressWe were unable to find any correspondence; however, after close examination
of the email copy provided by the applicant, it appears the applicant tried sending it to the wrong email
addressThe applicant sent it to ***, where the community’s email address
is ***The applicant left out “by” in front of “redwood.” This explains as to
why Redwood was unable to recover the cancellation email
Since the applicant had tried to cancel within the hour mark and was able to show proof of the attempt,
Redwood will refund the $hold feeIt will be processed and mailed to the below address:
*** *** *** *** ***
*** ** ***Once the applicant confirms the above address is correct, the hold fee refund will be processed within
days
Thank you and have a wonderful day,
Jennifer C***
Policy and Projects Manager
Redwood Living, Inc
Commerce Park Road, Suite
Beachwood, Ohio
*** ***
*** ***
***
www.byRedwood.com
D

The balance due of $1,was settled for less at $and paid by credit card on 10/6/17. This is a closed matter at Redwood. Side note: Please refer to Paragraph 16, "Maintenance of Apartment" states the following:"Tenant shall keep the Apartment and appliances thereto in a clean and healthy condition, according to all applicable statutes and ordinances, all at Tenant's expense, and shall return the Apartment back to Landlord upon termination of this Lease for any reason whatsoever in the same condition of cleanliness and repair as at the date of execution hereof, reasonable wear and tear excepted." In the case of sending the move-out statement past days of move-out; this does not relieve the Lessee’s responsibility of actual damage to the apartment homeYou may remit your payments to:

To Whom It May Concern, When the past residents moved into the apartment home on 1/15/16, the carpet was brand newAfter reviewing the past resident's file, Redwood does have evidence of bodily fluid stains in the carpet, which warranted carpet replacementReasonable carpet life is months
The past residents lived in the apartment home for approximately months, so a month proration rate of $was charged back to the residentThe residents did not pay a security deposit at move-inSince no security deposit is involved in this account, Section of Michigan Legislature does not apply, therefore Redwood is able to collect on this account without any time restraintsThis account has been transferred to our collection agency, and any negotiating will need to be done through the agency. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is a rebuttal on a previous complaint I have with this companyIn regards to what they posted here: "At move-out, the carpet condition did have some large wear areas, as well as a large red stain, and a large stain near the kitchen vinyl" Large? Let's not rebuttal with GENERALIZATIONS please, let's try EXACT sizesThe size of that BARELY tainted red stain from a small candle wax bottle was LESS than a fistStain near the kitchen vinyl? Do you have PICTURES of this? How does the kitchen have vinyl when it's COVERED in TILE? Can I please get these LARGE sizes in inches please or some sort of accurate description? Pictures too of these LARGE unable to be repaired damagesWhich by the way, I had a PROFESSIONAL CARPET cleaner CLEAN the carpet and at no point did he say ANYTHING wasn't worth repairing and I once again reiterate, I have SIGNED proof of him putting it in writing that my place was fineYou had also wrote me this from the previous complaint "Since a carpet clean could not remove these items, the carpet had to be replaced" I REITERATE, I HAD PROFESSIONAL CARPET put the final touches on fixing up the EASY to be repaired areas of mainly wear and tearIN WRITING I HAVE his statements"Also, at move-out the bathroom sink bowl was covered in rust spotsIt was first attempted to clean thesink; however, after the cleaning attempt there were still stains that did not come out, which warrantedreplacementSince the sink and vanity top are all one solid piece, the entire surface had to be replacedresulting in an $charge against the security deposit." There was a MINOR rust stain that was EASILY FIXABLE, EASILYALSO!, what about my FOOD BEING LOST ON TWO OCCASIONS due to your malfunctioning refrigerators!.The ONLY reason anything got done was because AFTER you put a note on my door stating"refrigerator fine, just clean it out"I CALLED an appliance guy who came in and Kathy YELLED at me about going above her head.Loss of food on TWO occasionsI've yet to go into my bank account statements and look at all my food purchased on those dates but I willAt this point, for not full-filling their obligated duties and breach of contractI had to call an appliance guy to come get something doneI have PROOF of this too by the wayThe $is a JOKE compared to what I'll be coming after this company for in court$at the LEAST, barely negotiableNot to mention, I had notices of LESS than hrs to inspect
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

(The following was copy/paste by Revdex.com staff - LST)***Tuesday, November 14, 2017Complaint ID # ***
To Whom It May Concern:The damaged area of the microwave is not considered wear and tear, and therefore would be the resident’s responsibilityThe resident was charged the cost of the part
pre-tax ($180) and labor for the time to replace the part ($12.50), which leads to the total amount of $owed to Redwood. This account has been forwarded to a third party collection agencyAny negotiating/settlement will need to be done through the third party collection agency.Thank you and have a wonderful day,*** ***Policy and Projects ManagerRedwood Living, Inc.*** *** *** *** ***
*** *** ***
*** ***
*** ***
***www.byRedwood.com

(The following was copy/paste by Revdex.com staff - LST)***I have attached the contract that was signed with Redwood Living
The contract states that when a resident moves out they have days to supply the tenant with a damage reportWe moved out and did not receive a notice till several days after the day markIf you look at the dates on both contracts you will see that they did not finish the final "damages" till daysIt took additional time then before sending itEither way, they are in breech of contract for not following their own contract. Additionally, they could not supply us with before pictures of the carpet they felt was damagedThey supplied us with after pictures, but could not prove whether said damage was from previous tenants or not. After several phone calls with a manager they took off some bogus charges- such as gas, water and garbageI feel as if they were trying to just make up chargesGas was put in our name and we already paid the bill for that independentlyWater and garbage were part of our monthly billThere was a "late" fee on the bill that was removed because their newest manager did not know how to pro-rate the month since we were not staying for a whole month. Their lack of organization was very difficult to deal withTheir made up charges made us feel like they were trying to scam usOverall, you can clearly see that they did not follow their own day deadline, and were trying to add bogus chargesI feel that this matter will be settled when they reimburse me with the extra money we paidWe paid extra to protect my creditI do not feel that it is fair for this company to threaten my credit because they wanted money over unjust charges. Their breach of contract, unjust charges, and poor customer service prove that this company is out to harm their consumers. In order for this to be resolved, I feel that we deserve our deposit back and the extra money we paid to protect my credit for unjust chargesIf they created a contract they should be held responsible to follow itI am tired of wasting my time trying to resolve this company's poor management skillsI cannot be reimbursed the time and effort it has taken me to get what is rightfully mine. *** ***

Please see attached

From: *** *** ***Date: Wed, Jul 29, at 10:AMSubject: Complaint ***To: *** ***Hello ***,I hope everything is going wellI received this complaint yesterday, email attachedWhen I looked into it, I found
out that the Area Supervisor had already talked to the resident and came to a resolution on Monday, and yesterday/this morning they signed the appropriate paperwork finalizing the matter (correspondence and paperwork attached) Thanks, Jenn Jennifer Ca***Policy and Projects Manager

Tuesday, June 13, 2017 Complaint ID # ***To Whom It May Concern: Distinctive Single-Story Apartment Homes The resident signed a lease with the term of 6/1/to 7/31/for the apartment home located at *** *** *** *** ** *** **The resident took possession of
the apartment on 6/1/On 6/2/17, the resident did call the leasing center concerning the apartment finishes and other issues that were not disclosed to the manager at the momentLater on 6/2/17, the resident and manager discussed in person options of transferring another apartment home; however, the resident disclosed that their finances were the issue in regards of keeping their current apartment and would need the weekend to think it overOn 6/5/the resident submitted their intent to vacate notice and indicated the rent being too high as the reason for not wanting to stay in the apartment homeThe option to buyout their lease was presented to the resident. If apartment finishes/condition was the reason for the move, resident would have needed to give Redwood a chance to fix the items; however, the resident disclosed pricing as the reason for the moveSince the resident signed a legal lease and is obligated to the lease, executing a buyout agreement would be the best optionWithout an executed buyout agreement, the resident will be considered a skip and be charged a skip fee which will appear on the resident's credit report should it go unpaid. Thank you and have a wonderful day, Jennifer C*** Policy and Projects Manager Redwood Living, IncCommerce Park Road, Suite Beachwood, Ohio Fax: *** Cell: *** J*** www.byRedwood.com East Pleasant Valley Road, Independence, OH Phone: *** *** Fax: *** *** www.byRedwood.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, but I would like to know if my credit will be updated and does it the payment have to be in a lump sum
Regards,
*** ***

Former resident and Redwood have settled this matter as of 10/5/17. Former resident's account is now paid in full per agreement between both parties and has been closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I concede that I have no way of winning this battle against Redwood.I personally believe that locking consumers into lease agreements then providing low-quality products is unethical, and I do believe that Redwood have effectively scammed my partner and I on this occasion. That said, the emotional stress this is causing is not worth it in this one life I have to live. I will accept that I have been rinsed for literally every penny to my name and will move on without pursuing further complaint. I hope that I will never communicate with Redwood again, and I hope that other apartment companies are more honest, ethical and provide better quality products than Redwood does.I thank the Revdex.com for their assistance in this matter. I would also prefer if no documents legally signed by me were released, for my own peace of mind.
Regards,
[redacted]

Tuesday, May 03, 2016 Complaint ID [redacted] To Whom It May Concern: When the carpet is replaced, a prorated amount is charged back to the resident depending on how old the carpet is upon move-out. The proration is based on 7 years, which is deemed reasonable in a Court of Law. For example, at the time of Resident A's move-out, the carpet was 5 years old. The invoice amount for the replacement was $900, so $257.14 will be charged back to Resident A since two more years of life were left ($900 ÷ 7 years of total life x 2 more years of life = $257.14). On the other hand, at the time of Resident B's move-out, the carpet was 2 years old. The invoice amount was also $900, so $642.86 will be charged back to Resident B since five more years of life were left ($900 ÷ 7 years of total life x 5 more years of life = $642.86). The older the carpet at replacement, the less amount is charged back to the resident. However, in order to settle the matter, Redwood will deduct a total of $1,034.93 from the amount owed, leaving $1,228.91 owed to Redwood. Redwood views this settlement amount as fair and therefore this is the final offer. In order to finalize this settlement, the resident will need to reply to the Revdex.com stating they accept. Once accepting, Redwood will make the account adjustments. The resident will then need to pay in certified funds, make paying to Redwood Living, Inc. and mail the payment to: Redwood Living, Inc. ATTN: Collections Department 23775 Commerce Park, Suite 7 Beachwood, OH 44122 Should the resident not agree to the proposed settlement amount, Redwood will continue all collection efforts of the original amount owed of $2,263.84. Thank you and have a wonderful day, Jennifer C[redacted] Policy and Projects Manager Redwood Living, Inc. 23775 Commerce Park Road, Suite 7 Beachwood, Ohio 44122 Fax: 419.872.2727 Cell: 419.574.8824 JC[redacted]@byRedwood.com www.byRedwood.com 23775 Commerce Park Suite #7, Beachwood, Ohio 44122 Phone: (216) 360-9473 Fax: (216) 360-9443 www.byRedwood.com

Monday, January 11, 2016Complaint ID [redacted]
To Whom It May Concern:I do appreciate the resident bringing up these concerns, as there are sometimes challenges with new construction. I would like to address the resident’s desired settlement. Any existing damages directly due to construction...

and any work our service technicians have done will not be charged back to the resident, as these items were not caused by the resident and only fair not to hold the resident liable for the repairs. The condition of the carpet at move-out will be due to the resident’s use, so this particular item we’re unable to guarantee no charge back. It’s not until move-out when a walk through is performed to determine whether or not a replacement is warranted and charged back to the resident. The resident, of course, is more than welcome to schedule and be present during the move-out walk through.Thank you and have a wonderful day,Jennifer C[redacted]Policy and Projects ManagerRedwood Living, Inc.23775 Commerce Park Road, Suite 7Beachwood, Ohio 44122Fax: [redacted]Cell: [redacted]www.byRedwood.com

Monday, February 08, 2016Complaint ID [redacted]To Whom It May Concern:Please allow for me to address each concern individually.Going through the work order records, there are no records or work orders corresponding with the datesof 9/16/15, 10/12/15, and 12/2/15, therefore no record of a need to...

enter into the apartment home.However, there were other work orders around the same time frame the resident submitted to Redwoodand gave permission to enter in the apartment home: 9/22/15 for an exterminator (the service tech lefta note advising the resident to schedule an exterminator through the leasing office), and 10/26/15 via anemail to the Director of Operations giving permission to enter to fix a leaking sink, leaking refrigerator, agarage door, and exterminating for spiders.It is also on record a notice to enter was sent to the resident on 12/21/15 indicating on 12/22/15 amandatory unit inspection would be conducted, which fulfills the 24 hour notice requirement.The resident is not allowed to install additional locks to the apartment home without written permissionper the lease agreement. Since the resident indicated in their complaint they wanted higher locks sochildren would be unable to reach. Locks such as an additional deadbolt or chain lock which could only belocked and unlock from in the inside is prohibited management must have apartment access in case of anemergency.Per the lease agreement, excessive loud noise that disturbs the peace and comfort of others is prohibited.The resident was asked by management on several occasions to keep the noise level down. Should aneighbor wish to call the police to have the issue addressed, that would be their right to do so.Per the lease, no resident is allowed to have more than two persons per bedroom occupying theapartment home, and the resident admits they were in violation of the lease by having 6 people living inthe apartment home. Per normal procedures with lease violations, the resident was asked to correct theconditions.November’s rent was not received and per policy when rent is not received, an eviction notice is sent tothe resident. The resident stated she placed the check in the drop box; however, our records indicate thecheck #162 in the amount of $1326 was never received or cashed. Due to the unfortunate confusion, itwas offered for the resident to make an online payment and November’s late fee was waived.The resident did not pay rent for December, 2015 nor for January, 2016. The resident is responsible forthe late fees for these two months, which are the late fees indicated the resident’s move-out statement.Per the lease agreement, the resident is responsible for the light bulbs to be in good working order whileliving in the apartment home. Since they were burned out at move-out, the resident is responsible for thereplacement of the light bulbs. Also, any cleaning and/or damages, above normal wear and tear are theresponsibility of the resident per the lease agreement. Redwood does have documentation to back up thecharges indicated on the move-out statement. In addition to the late fees, December and January rent,cleaning, and replacement charges, the resident is responsible for rent until the end of their lease term of9/2/16 since at the moment, a new resident has not moved into the apartment home.The waitlist option on our website is there for all of our communities and floor plans so a prospect caneasily complete an application electronically. It is no indication of the existence of an actual waitlist forthe community.At the moment, the apartment is re-rented for 2/11/16. Once the new resident signs a lease and receiveskeys and takes possession of the apartment home, Redwood will adjust the rental amount due toRedwood. We’re unable to make any adjustments prior to this point because the new resident couldeither change their move-in date, or cancel their move-in all together leaving the resident still responsiblefor rent until 9/2/16.Thank you and have a wonderful day,Jennifer C[redacted]

Monday, November 09, 2015Complaint [redacted]To Whom It May Concern:After further review of the resident’s file, Redwood has decided the carpet and ceiling fan were left in a condition that was not considered above normal wear and tear. Redwood will refund the $338.40 for the carpet replacement and...

$10 for the ceiling fan cleaning.Once the resident responds to the Revdex.com accepting the proposed resolution, Redwood will process the refund check of $348.40.Thank you and have a wonderful day,Jennifer C[redacted]Policy and Projects ManagerRedwood Living, Inc.23775 Commerce Park Road, Suite 7Beachwood, Ohio 44122[redacted]www.byRedwood.com