Redwood Living, Inc.

Thursday, May 07, 2015Complaint ID [redacted]To Whom It May Concern:Advertised community location has not changed due to the resident’s dispute. Location with each advertiser has been the same since the original set up. Resident’s claim is unfound. As previously mentioned, the buyout the buyout terms can be found in the lease the residents signed. No where in the lease does it state Redwood is obligated to send additional notice regarding the buyout terms. The signed pet addendum states it is a $200 non-refundable pet fee, which does not go towards damages. The signed a pet addendum states the resident is responsible for damages caused by the pet.As previously mentioned, traffic was lower during the winter months. Revenue management software controls the daily rental rates based on many factors (traffic, seasonality, availability, etc.). The advertised rental rate was not used as an intentional mechanism to avoid re-renting the apartment home as the resident insinuated. The resident owes Redwood a total of $1,986.15 due to unpaid rent and carpet replacement. This amount has been sent to our collection agency. The resident should make any and all payments to the collection agency.[redacted]Policy and Projects ManagerRedwood Living, Inc.23775 Commerce Park Road, Suite 7

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Redwood Living took us to collections very quickly (less than a month) and did not want to hear what we had to say.  They care more about money than the fact that we took very good care of their apartment and saved them time and money to clean it.  I'm very surprised they care more about the money then their patrons or integrity to work with their patrons.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Please review the attached.

Please see the attached7510 East Pleasant Valley Road, Independence, OH 44131Phone: [redacted] Fax: [redacted]www.byRedwood.comFriday, June 23, 2017Complaint ID # [redacted]To Whom It May Concern:Redwood was not made aware at the beginning of the lease of unsatisfactory items in the apartment home. Should Redwood had received a list (written or verbally) of items unsatisfactory from the customer, we would have been more than happy to fix/replace any item, or transfer the customer to another apartment home if available. As previously mentioned, the customer did make Redwood aware of their recent financial change. In addition, on the Intent to Vacate form, “Rent too High” was chosen as move-out reason where the choice of “Unhappy with Quality of Apartment Home/Community” was not chosen. Also on the Intent to Vacate form the customer stated they were extremely satisfied with their experience with Redwood. This further shows Redwood was unaware of any major issues with the apartment home if they existed. Redwood will be more than willing to provide a copy of the Intent to Vacate form signed by the customer.Since the customer had signed and paid the buyout fee, they have been released from their legal obligation to the lease.Thank you and have a wonderful day,Jennifer C[redacted] Policy and Projects ManagerRedwood Living, Inc. 7510 East Pleasant Valley Road Independence, Ohio 44131 Fax: [redacted] Cell: [redacted] www.byRedwood.comDistinctive Single-Story Apartment Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

---------- Forwarded message ----------From: Kimberly Shepheard <[email protected]>Date: Tue, Aug 30, 2016 at 9:13 AMSubject: Proposed resultion from Redwood: RE: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #11667897.To: Aisha Ibrahim <[email protected]>[redacted]
 We have sent you pictures of the  damages along with the statement and pro-rate work sheets.  PROPOSED RESOLUTION:  We are willing to send a refund check for $146.25 (the damages for vinyl) as a resolution to the complaint.  We feel we have enough support on file for the carpet and sink. Kim Respectfully,Kim S[redacted]Collections Supervisor[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The address given is incorrect however, my correct address is:Douglas Dalton4234 Long Lake Dr. APT 11302 Batavia, OH 45103
Regards,
Douglas Dalton

We are working with Mrs. [redacted] to resolve this matter.  I have sent her copies of the lease, pet addendum, carpet pro-rate, Pet Fee explanation and pictures as support to the damages charged on the move out statement.

Here is the link to the legislature: http://www.legislature.mi.gov/(S(zxvb0jlm0tfaadpoioxfur3u))/mileg.aspx?page=getO...⇄ has been advised by counsel since there isn't a security deposit (therefore damages were not deducted from a security deposit), the 45 day time frame to obtain a money judgment is not applicable, so we can pursue with normal collection actions.

Monday, June 27, 2016Complaint ID #[redacted]To Whom It May Concern:As previously mentioned, on 5/12/16, a move-out statement was mailed by regular post to the residentprovided forwarding address ([redacted], OH), which is within 30 days of theresident’s move-out date, which satisfies the statute.Since the Resident has mentioned they obtained legal counsel, Redwood is no longer able to make contactwith the Resident unless it is through their counsel.Thank you and have a wonderful day,Jennifer C[redacted]Policy and Projects Manager

Friday, May 27, 2016Complaint ID #[redacted]To Whom It May Concern:The resident moved into the apartment home on 4/1/13 and moved out on 3/31/16. At the time of moveout,there were several stains in the carpeting which warranted replacement.Redwood has had previous contact with this past resident in...

order to settle this account; however, sinceRedwood has exhausted internal efforts, the account has been sent to a third party vendor. Should theresident wish to settle the account, they will need to contact the third party vendor.Thank you and have a wonderful day,Jennifer C[redacted]Policy and Projects Manager

Revdex.com: Per ORC (Ohio Revised Code) 5321.16 Procedures for Security Deposit I will pursing this complaint with my Attorney and seeking legal action for security deposit of $500 plus the 5% interest on year my security deposit was held along with the additional $500  entitled under this code a reasonable legal fees by my attorney. As per discussed timeline of events Redwood can provided no proof I was contacted in the 30 days allowed under ORC code of why security deposit was held. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Wednesday, April 27, 2016Complaint ID [redacted]To Whom It May Concern:On 12/1/12, the resident moved into the apartment home located at [redacted], OH. The resident and Redwood signed a 12 month lease with a term from 12/1/12 to 11/30/13.The records indicate the resident...

did not provide advanced notice of her move-out and simply returnedapartment possession to Redwood on 4/14/13 and did not pay April’s rent.Even though the resident gave Redwood apartment possession, this did not relieve the resident of herrental obligation. Redwood was able to obtain a new resident for said apartment starting on 5/15/13,leaving the resident responsible for rent from 4/1/13-5/14/13 ($1,596.77), which was charged to theresident’s account. The resident for charged for late fees for April and May ($190), a final gas bill ($21.47),and the final water bill ($91.83).Per the lease, the resident should leave the apartment in the same condition in which they received it,minus normal wear and tear. Also, per the lease, the resident was to keep the apartment home in goodclean order. Performing extra cleaning and replacements due to cigarette/nicotine damage are measurestaken above normal wear and tear, and such damages, per the lease, will fall under the resident’s financialresponsibility. The community manager who performed the security deposit accounting was upholdingthe lease policy. The resident was charged for heavy cleaning ($150), ceiling painting ($125), duct cleaning($345.31), and carpet replacement ($848.46). As previously mentioned, these measures are well abovethe normal clean and carpet clean, which are performed for an apartment home left with normal wearand tear.The resident had a $1,100 security deposit and a $5 credit on the account and when deducting thesecredits from the charges, it leaves the resident owing Redwood $2,263.84. Redwood would be willing todeduct a gas bill, since the usage dates (5/1/13-5/14/13) were after the resident’s move-out, the cost fora normal clean of $70, as well as May’s late fee of $95. Redwood is also willing to deduct an additional$477.37 from the total to lower the resident’s responsibility of the cleaning/replacement costs due tosmoke/nicotine damage. This would leave the resident owing Redwood an even $1,600.In order to finalize this settlement, the resident will need to reply to the Revdex.com stating they accept. Onceaccepting, Redwood will make the account adjustments. The resident will then need to pay in certifiedfunds, make paying to Redwood Living, Inc. and mail the payment to:Redwood Living, Inc.ATTN: Collections Department23775 Commerce Park, Suite 7Beachwood, OH 44122Thank you and have a wonderful day,Jennifer C[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We do not accept the response we received from Redwood Living concerning the condition of the carpeting. Upon move in the complex had no grass and our move in date happened to be quite rainy. The poor layout of the complex does not allow for a large moving truck to fit down the alley to get into the garage, so our only option was to move through the giant piles of mud that were supposed to be a front yard. We called the leasing office concerned about the carpet and they offered no resolution other than “ Move a different day”. We have had this carpet steam cleaned professionally twice, both times out of our own pocket. We are not willing to leave the determination our five hundred dollar deposit in the hands of this poorly run company. We also do not appreciate the lack of professionalism on the companies end, or their inability to apologize for the company lying to its residents and constant excuses made for their shortcomings. We have never dealt with a company that conducts themselves in such a poor manner. 
Regards,
[redacted]

Distinctive Single-Story Apartment Homes Tuesday, June 21, 2016 Complaint ID #[redacted] To Whom It May Concern: On 4/22/15, the resident moved into the apartment at [redacted] in [redacted], OH. Per the lease, if there were any damages to the apartment...

home at move-in, it is the resident’s responsibility to report them in writing to Redwood. If nothing is reported to Redwood, then any damage at move-out is presumed to have occurred during the resident’s occupancy. The carpet for unit [redacted] was replaced on 2/28/15 with an invoice dated 3/17/15, so resident had brand new carpeting at move-in. Any damage to the carpet found at move-out would be caused during the resident’s occupancy, and therefore the resident’s responsibility. Showing proof to the resident at move-in the carpet was new or cleaned is not required by law, so Redwood has no obligation to do so. The specifications of the inspection are not required to be listed in the lease, just that an inspection will be performed. As a company, Redwood is able to create certain procedures on how to perform inspections. Any damage found in these inspections that occur after the resident’s move-out and prior to the new resident’s move-in, is presumed to be the resident’s responsibility. It is completely acceptable for Redwood to perform their black light inspection procedure after the resident’s walk through with the Service Technician. It is also completely acceptable to charge back any damages found in the black light inspection. On 5/12/16, a move-out statement was mailed by regular post to the resident provided forwarding address ([redacted], OH), which is within 30 days of the resident’s move-out date. Courts find it completely acceptable to send statements via regular mail, though it’s unfortunate the post office has not been able to deliver it to the resident. Certified mail, or other types of delivery services, are not necessary to fulfill the statute requirements. As indicated in the resident’s complaint, the resident was provided a copy of the invoice dated 3/17/16 as proof the carpet and pad was brand new when the resident moved into the apartment home, with a note for the resident indicating their move-in date. Other information on the invoice, such as pricing, did not pertain to the resident. The resident was also provided with the black light photographs showing bright yellow stains. Per Redwood’s standard procedure, each photo was labeled with the resident’s last name, the apartment number, move-out date and the room in which the stain was found. Such labeling is completely acceptable in a Court of Law. The carpet proration worksheet provided to the resident was used to determine how much to charge back to the resident based on a 7 year carpet life. It was created recently after the resident’s move-out with an invoice price. The 2/28/15 date was the date the carpet was last replaced, which was the work performed on the invoice dated 3/17/15. There is another carpet invoice dated 5/3/16, which is after the resident’s move-out and prior to the new resident’s move-in. The cost on this invoice was $760.78, which is indicated on the worksheet the resident was provided. Since the resident had used the carpet during their occupancy from 4/21/15-4/22/16, the carpet should have had 6 more years of use. The worksheet shows exactly how the amount charged to the resident was calculated, which ended up being $626.40. Charging carpet replacement based on a 7 year proration life is completely acceptable in a Court of Law. The resident had a security deposit of $500, and after deducting the security deposit from the carpet replacement cost, the resident owes Redwood $126.40. Redwood has made efforts to speak with the resident via phone; however, the resident has only responded in email. Redwood has previously offered to the resident a split of the amount owed, so the resident would only owe Redwood $63.20. Redwood is willing to extend the same offer should the resident confirm through the Revdex.com this is acceptable. Payment can be sent to: Redwood Living, Inc. ATTN: Collections Department 23775 Commerce Park, Suite 7 Beachwood, OH 44122 If resident does not agree to the terms, Redwood will pursue collection efforts for the full amount owed as Redwood has met all of their legal obligations, and has in their possession proof of the damages charges against the resident’s security deposit. 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: [redacted] JC[redacted]@byRedwood.com www.byRedwood.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Attached is the documentation you requested. You'll find their paid hold fee, their signed applications that state the hold fee is not refundable after 72 hours and they originally wanted to move-in on 4/4/17, Their quote sheet, emails back and forth with the Regional Manager, the lease, and their...

rent receipt. Let me know if you have questions. Have a good day, Jenn Jennifer C[redacted]

To: [redacted], Revdex.com Dispute Resolution Specialist.Subject: Complaint ID [redacted]The response from Redwood Living is remarkably similar to all our communications with them andwith other former residents who have contacted the Revdex.com in complaint. Their communication...

isvague, ambiguous, and never really responds to questions or concerns posed to them.Redwood Living told us that the community was located in [redacted] Notbeing from that area we had no reason to disbelieve that the community was located in a differentcounty and city. When the leasing agent was asked directly, she confirmed the complex waslocated in [redacted]. Redwood Living has since updated many of theiradvertising and documents using [redacted] as the location. Why would they do this unless they alsobelieve the location was misleading?Also we never received any notice or buyout letter as stated by Redwood Living. Any successfulcommunications between the leasing office and us was only because we started thecommunications and were looking for replies. In any case we did not expect an email since thelease does not list email as a formal communications channel. Once again, Redwood Living didnot comply with their own lease stipulations.Redwood Living has responded to our letters, but has never answered questions. Their responseletter to the Revdex.com is a good example of this. We have asked repeatedly for proof, evidence as towhy with no visible stains or smells how the urine stains were detected in very room of the unit,including closets? They have only stated that they do not share any photos since they can bechanged by the resident. We therefore asked for a floor plan to be marked up indicating thelocation of the urine stains, to which we received the same response. Additionally, no mention ofthe $200 pet deposit we paid upon move in was used to offset any carpet damage. When askedabout the pet deposit, we were told that this was now considered a “pet fee” and isn't used againstdamages. However, we were told directly by two leasing agents this $200 was a pet deposit, anddocuments received from the collection agency also refer to this money as a pet deposit.Redwood Living has also never responded as to why they refused to enforce sections of thelease. The lease seems to be a one way document in their direction. A contract was signed; theycannot change terms due to a whim.Redwood Living states that the unit was not re­rented due to scarce traffic. While winter mayreduce prospects, they had November, December and January to re­rent the unit. During this timewe had friends call to inquire about [redacted] only to leave voices mails and never receiveda return call. We also searched the internet on known housing sites and found no advertisementfor [redacted]. Finally emails were sent directly to [redacted], in one case the quotedrent for a one year lease was $1520.00 per month. This is $300.00 more than the rent we werepaying that was just raised $50.00 a few months earlier. It would seem that if you have scarcetraffic raising the rent by $300.00 would make it scarcer.To sum up we do not accept Redwood Living response and insist that our security deposit bereturned and our account taken out of collections.Regards[redacted]