December 12, 2015
Dear Sir/Madam,Property ManagementOffice: [redacted]-371-1412 - fax: [redacted]-315-7116 - cell: [redacted]Responding to [redacted] Complaint ID: [redacted]}
The customers concerns are fairly accurate however, I would like to address a few pertinent points. First regardingme asking...
Ms. [redacted] to call me back in a few minutes. At that time I had tenants in the office discussing a personalmatter they had and I knew it may be sometime before I could talk with her. I thought it would be fairer to her tohave her call me back than leaving her on hold for an indeterminate amount time.
When a security fee is put down on a unit, we then take that unit off the market The reason a security fee is nonrefundableprior to the tenant moving in, is that if an applicant happens to change their mind right before movingin, we have turned away potential tenants during the period it was off the market.
Regarding the urgency I expressed to Ms. [redacted] was that "if' another prospective tenant came in before she hadmade a discussion and gave me a security fee to hold that unit, it would no longer be available to her.
She seemed firm in the fact that she wanted that unit /knew I would not be in the office for a few days and I wasreally wanting to accommodate her. That is why I agreed to meet her on Sunday. I do apologize for the fact that itdid slip my mind as Sunday is my day off. I did call her back and tel/ I would be able to meet with her in 30 minutesthat was the first time she expressed to me that she wanted to read the whole agreement I have been getting a fewagreements ready ahead of time and I told her that I believed that hers might be one of them. At no time did I tellher that I in fact had it ready.
It was Ms. [redacted] who insisted on reading the rental agreement before she gave the security fee to hold the unit whichwas fine. I suggested to her that I could add her name to the agreement as she was reading. This was to speedthings up for the future and at no time did I state that she needed to sign the agreement then.
After reading the first few pages she wanted me to assure her that she could move in on 2/1/2016. I told her that Icould not give her a guarantee, because the tenant was not expected to vacate the unit unti11/31/2016, which fallson a Sunday and the office is closed. I explained further that per our procedure we would still need time to turn theunit, doing any cleaning, painting, carpet shampooing and any repairs that the unit may require. She kept trying topush me to give her a guarantee for a specific date of 2/1/2016. I again explained that the best I could do at thistime is go by when the tenant had stated she will be out She was angry at my response and said that she changedher mind. I apologized again and asked if I could do anything to help her understand our position, she just stated"NO"' and requested to speak to the owner. Note: the only way we could possibly give anyone a guarantee of a movein date is if the unit is already vacant Any number of thing could come up with an occupied unit to be able to givesuch a guarantee.
She stated that she felt very uncomfortable leaving the security fee without the guarantee of the move in date. Iapologized that this made her feel uncomfortable, however this is our procedure for holding a unit until it is rentready. We have returned her $35.00 application fee via check #[redacted].rely.Rose V[redacted] office ManagerThe Forum ApartmentsDBA Riches Management
December 12, 2015
Dear Sir/Madam,Property ManagementOffice: [redacted]-371-1412 - fax: [redacted]-315-7116 - cell: [redacted]Responding to [redacted] Complaint ID: [redacted]}
The customers concerns are fairly accurate however, I would like to address a few pertinent points. First regardingme asking...
Ms. [redacted] to call me back in a few minutes. At that time I had tenants in the office discussing a personalmatter they had and I knew it may be sometime before I could talk with her. I thought it would be fairer to her tohave her call me back than leaving her on hold for an indeterminate amount time.
When a security fee is put down on a unit, we then take that unit off the market The reason a security fee is nonrefundableprior to the tenant moving in, is that if an applicant happens to change their mind right before movingin, we have turned away potential tenants during the period it was off the market.
Regarding the urgency I expressed to Ms. [redacted] was that "if' another prospective tenant came in before she hadmade a discussion and gave me a security fee to hold that unit, it would no longer be available to her.
She seemed firm in the fact that she wanted that unit /knew I would not be in the office for a few days and I wasreally wanting to accommodate her. That is why I agreed to meet her on Sunday. I do apologize for the fact that itdid slip my mind as Sunday is my day off. I did call her back and tel/ I would be able to meet with her in 30 minutesthat was the first time she expressed to me that she wanted to read the whole agreement I have been getting a fewagreements ready ahead of time and I told her that I believed that hers might be one of them. At no time did I tellher that I in fact had it ready.
It was Ms. [redacted] who insisted on reading the rental agreement before she gave the security fee to hold the unit whichwas fine. I suggested to her that I could add her name to the agreement as she was reading. This was to speedthings up for the future and at no time did I state that she needed to sign the agreement then.
After reading the first few pages she wanted me to assure her that she could move in on 2/1/2016. I told her that Icould not give her a guarantee, because the tenant was not expected to vacate the unit unti11/31/2016, which fallson a Sunday and the office is closed. I explained further that per our procedure we would still need time to turn theunit, doing any cleaning, painting, carpet shampooing and any repairs that the unit may require. She kept trying topush me to give her a guarantee for a specific date of 2/1/2016. I again explained that the best I could do at thistime is go by when the tenant had stated she will be out She was angry at my response and said that she changedher mind. I apologized again and asked if I could do anything to help her understand our position, she just stated"NO"' and requested to speak to the owner. Note: the only way we could possibly give anyone a guarantee of a movein date is if the unit is already vacant Any number of thing could come up with an occupied unit to be able to givesuch a guarantee.
She stated that she felt very uncomfortable leaving the security fee without the guarantee of the move in date. Iapologized that this made her feel uncomfortable, however this is our procedure for holding a unit until it is rentready. We have returned her $35.00 application fee via check #[redacted].rely.Rose V[redacted] office ManagerThe Forum ApartmentsDBA Riches Management