River Crossing Apartments and Townhomes

Initial Business Response /* (1000, 8, 2015/11/19) */
I'm surprised to hear many of these allegations! In regards to carpet cleaning, it is our company's policy that carpet (new or not) must be cleaned prior to move-out, and a receipt of the carpet cleaning must be provided to management. This...

policy is clearly stated both in the lease contract that the customer and myself both signed as well as in the move-out information he received prior to vacating his apartment home. This particular resident did not provide us with a receipt of the carpet cleaning, so unfortunately he was charged the cost of carpet cleaning at move-out per the lease contract. I've attached a blank copy of our company's lease agreement, as well as our move-out packet instructions for your reference.
It is also stated in our lease that should an additional key be required ( for example, in the case that a resident has lost a key) there is a $100 fee for the purchase of a new key fob. This charge is not refundable, per the lease agreement.
It would also appear as though the customer incorrectly read his move out statement, as his rent was not overcharged in his last month here. I have attached this move-out statement for review, in which you can clearly see that the charges as of 9/1/15 (including rent, garage rent, and eligible concessions) total $1400, which he stated in his complaint was the correct monthly rental amount.
In regards to the cleaning charges, our community is a luxury rental property and our expectation is that residents leave their apartment home at move-out in nearly the same condition as it was when they moved in, leaving a little wiggle room for normal wear and tear of course! I've attached 2 photos of the customer's bathtub at move-out, which was left dirty despite what he stated were his attempts to clean it with bleach. Please reference the attached move-out packet for descriptions on charges for cleaning including the $50 charge for the bathtub.
Our Assistant Manager responded to the customer's inquiry regarding the move-out charges after his move-out via email . He did not have an appointment scheduled with her when he stopped in during office hours, and she was out of the office performing a walk-through of an apartment home on campus at the time which was why she was unavailable to him. She did not refuse to meet with him, she was simply out of her office at the time!
Overall, as stated above I am surprised to hear this complaints as River Crossing is a class-A rental community! We pride ourselves on our excellent customer service and our resident retention rate is over 60%. This complaint came from a valued resident of our community for over 5 years, and we were sorry to see him go!
We will certainly be reaching out to this customer again to further explain the move-out charges and remedy his frustration. Please let me know if there is anything else I can do to mediate this complaint!
Sincerely,
Alyssa [redacted]
Community Manager