Resource Residential- Maxwell Townhomes

To whom it may concern, I am responding to the complaint that was made to the Revdex.comWe are sincerely sorry that we did not meet your expectations in customer serviceWe are always willing to help the best way we canUnfortunately, when you cancel your application after being approved, your forfeit all the money required when you applyWhen you signed the application, you are letting us know that you have read all the terms and conditions of the application processHowever, we are willing to refund you the deposit of $199, but not the $since we did run the application and communicated to you that you were approvedAgain, we do apologize that we did not meet your expectations and appreciate your feedback [redacted]

To whom it may concern, I am responding to the complaint that was made to the Revdex.com I want to start off, and apologize to Mrs [redacted] on how her work orders were handle from the pastWe do have a new staff, and we are addressing all resident issues in a timely matterWe completed all of Mrs [redacted] work orders, and we honor her to be release from her lease contract weeks earlyIf you have any questions please feel free to call or email me Thank you! [redacted] Community Manager

Good morning ***, I have already spoke with ***, as well as his fiancé, about this. I explained to them that Resource Residential was not the management company at the time that they moved out. I told them that we were not the ones who sent them to
collections. I provided them with the previous management company’s contact information (Lynd Company). Please let me know if there is anything else that I need to do in order to resolve this issue. Thank you *** ***

Complaint: ***
I am rejecting this response because: Maxwell Townhomes never communicated to me that I was approved I called days later to find out that I was It should be communicated and a lease signed within business hours.
Regards,
*** ***

Good afternoon ***, I am contacting you in reference to Complaint ID ***. I would like to address the information that was given to you by the applicant. *** *** arrived at our leasing office at 5:pm on Friday June 3, 2016. I explained to
her that we were unable to show her an apartment due to us not touring after 5:15. She said that she was fine with that because she used to work here so she was familiar with the floorplans. She decided to lease the apartment without seeing it. By the time she finished filling out all of the paperwork, it was already 5:pm. I explained to her that there was a good chance that we might not be able to run the application since we closed in mins. When explaining the application process, I stated that we usually get results back within 24-hours. I told her that I would call her when I got back in the office the following Monday. When I arrived on Monday morning at 9, I checked the application status of all our applicants. I received a call from her within minutes of me arriving to the office. When I answered, she stated that she was scheduled to move in that day and that she was on her way with her movers to come and sign her lease contract. When I asked who I was speaking with, she told me ***. I informed her I just arrived to the office and was reviewing her application status. I had not contacted her yet because I needed to see why she was not approved. When I did speak with her, I told her what I was able to view. However, I also explained to her that I could not view very much information. Unfortunately, due to my title (assistant manager), I do not have authorization to view details on credit reports. The only people in our company who can see details are our corporate employees (district managers and up). She was trying to argue with me about what was on the report. She kept demanding me to tell her exactly why she was denied. I told her that I would contact my corporate to find out. I sent my district manager an email asking for him to review her credit report to see if there was anything that he could do to override the denial (higher deposit, co-signer, etc.). Unfortunately, my district manager told me that we would not be able to work with her. When I told her that we still wouldn’t be able to work with her due to her denial, she became very angry. She kept telling me how when she worked here that they would work with all different types of people and situations. I told her that I wasn’t sure what the company was but that every property has different rental criteria. I explained that when Resource Residential purchased the community in December 2013, that we raised the standards and now they are much higher than what they used to be. She began raising her voice and cussing I asked her to not speak to me that way. I told her that if she continued that I would have to get off the phone with her. I ended up having to tell her that I was going to hang up on her due to her behavior. She called back and spoke with my community manager, *** ***. *** explained to *** our criteria and told her that she could come pick up her money orders for the admin fee and deposit. *** stated that along with the money orders, we included a denial letter with contact information for the company that provided us with the credit information. *** told her that she could contact them to see exactly why she was denied and what was on her credit report. The money orders, along with the denial letter, sat in an envelope in my leasing agent’s desk. The envelope sat in our office for almost weeks before she finally came to pick up her money orders and denial letter When she came in to pick this up, she never discussed anything that she discussed with you. Please let me know if you have any other questions in reference to this situation*** ***

HORRIBLE!!!! I've never been to Hell but this place has got to be worse! I've lived in the ghetto and have received better treatment than I do living in this place. The management is horrible and the maintenance is even worse. These units are super outdated, molded, water leaks, non working toilets, faucets. If you want anything fixed right away, you may have a better chance of getting it done by doing it yourself. It takes a lot to push me into leaving any type of feedback but this place needs to be condemned. We pay nearly $1300.00 a month for this dump and it takes forever for things to be fixed. The office opens and closes when they feel like it. You never know when they are open or closed. Please do not move your family into this place. You will regret it, BIG TIME!!! I cannot wait until my lease is up.

To whom it may concern,   I am responding to the complaint that was made to the Revdex.com. We are sincerely sorry that we did not meet your expectations in customer service. We are always willing to help the best way we can. Unfortunately, when you cancel your...

application after being approved, your forfeit all the money required when you apply. When you signed the application, you are letting us know that you have read all the terms and conditions of the application process. However, we are willing to refund you the deposit of $199, but not the $175 since we did run the application and communicated to you that you were approved. Again, we do apologize that we did not meet your expectations and appreciate your feedback.       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

To whom it may concern,   I am responding to the complaint that was made to the Revdex.com. We are sincerely sorry that we did not meet your expectations in customer service. We are always willing to help the best way we can. Unfortunately, when you cancel your application after...

being approved, your forfeit all the money required when you apply. When you signed the application, you are letting us know that you have read all the terms and conditions of the application process. However, we are willing to refund you the deposit of $199, but not the $175 since we did run the application and communicated to you that you were approved. Again, we do apologize that we did not meet your expectations and appreciate your feedback.       [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

To whom it may concern,   I am responding to the complaint that was made to the Revdex.com.  I want to start off, and apologize to Mrs. [redacted] on how her work orders were handle from the past. We do have a new staff, and we are addressing all resident issues in a timely...

matter. We  completed all of Mrs. [redacted] work orders, and we honor her to be release from her lease contract 2 weeks early. If you have any questions please feel free to call or email me.   Thank you![redacted]Community Manager

Good morning [redacted],   I have already spoke with [redacted], as well as his fiancé, about this.   I explained to them that Resource Residential was not the management company at the time that they moved out.  I told them that we were not the ones who sent them to collections.  I...

provided them with the previous management company’s contact information (Lynd Company).  Please let me know if there is anything else that I need to do in order to resolve this issue.  Thank you.   [redacted]

To whom it may concern,   I am responding to the complaint that was made to the Revdex.com.  I want to start off, and apologize to Mrs. [redacted] on how her work orders were handle from the past. We do have a new staff, and we are addressing all resident issues...

in a timely matter. We  completed all of Mrs. [redacted] work orders, and we honor her to be release from her lease contract 2 weeks early. If you have any questions please feel free to call or email me.   Thank you!
[redacted]
Community Manager

Good afternoon [redacted],   I am contacting you in reference to Complaint ID [redacted].  I would like to address the information that was given to you by the applicant.  [redacted] arrived at our leasing office at 5:30 pm on Friday June 3, 2016.  I explained to her that we were...

unable to show her an apartment due to us not touring after 5:15.  She said that she was fine with that because she used to work here so she was familiar with the floorplans.  She decided to lease the apartment without seeing it.  By the time she finished filling out all of the paperwork, it was already 5:50 pm.  I explained to her that there was a good chance that we might not be able to run the application since we closed in 10 mins.  When explaining the application process, I stated that we usually get results back within 24-48 hours.  I told her that I would call her when I got back in the office the following Monday.  When I arrived on Monday morning at 9, I checked the application status of all our applicants.  I received a call from her within minutes of me arriving to the office.  When I answered, she stated that she was scheduled to move in that day and that she was on her way with her movers to come and sign her lease contract.  When I asked who I was speaking with, she told me [redacted].  I informed her I just arrived to the office and was reviewing her application status.  I had not contacted her yet because I needed to see why she was not approved.  When I did speak with her, I told her what I was able to view.  However, I also explained to her that I could not view very much information.  Unfortunately, due to my title (assistant manager), I do not have authorization to view details on credit reports.  The only people in our company who can see details are our corporate employees (district managers and up).  She was trying to argue with me about what was on the report.  She kept demanding me to tell her exactly why she was denied.  I told her that I would contact my corporate to find out.  I sent my district manager an email asking for him to review her credit report to see if there was anything that he could do to override the denial (higher deposit, co-signer, etc.).  Unfortunately, my district manager told me that we would not be able to work with her.  When I told her that we still wouldn’t be able to work with her due to her denial, she became very angry.  She kept telling me how when she worked here that they would work with all different types of people and situations.   I told her that I wasn’t sure what the company was but that every property has different rental criteria.  I explained that when Resource Residential purchased the community in December 2013, that we raised the standards and now they are much higher than what they used to be.  She began raising her voice and cussing.  I asked her to not speak to me that way.  I told her that if she continued that I would have to get off the phone with her.  I ended up having to tell her that I was going to hang up on her due to her behavior.  She called back and spoke with my community manager, [redacted].  [redacted] explained to [redacted] our criteria and told her that she could come pick up her money orders for the admin fee and deposit.  [redacted] stated that along with the money orders, we included a denial letter with contact information for the company that provided us with the credit information.  [redacted] told her that she could contact them to see exactly why she was denied and what was on her credit report.  The money orders, along with the denial letter, sat in an envelope in my leasing agent’s desk.  The envelope sat in our office for almost 3 weeks before she finally came to pick up her money orders and denial letter.  When she came in to pick this up, she never discussed anything that she discussed with you.    Please let me know if you have any other questions in reference to this situation. [redacted]