River Run Vail Condominiums

On behalf of River Run, I sincerely regret Ms [redacted] did have a positive experience; however, the fees referenced (application and holding fees) are nonrefundable fees associated with the application processAs an online applicant, she was required to review and acknowledge (via electronic signature) the nonrefundable fees on our Application Disclaimer prior to completing the applicationWith regard to application fees — while we understand it can be frustrating to pay two application fees, it is common practice to require anyone over the age of years to complete an application and consent to a background/credit screeningMarried couples are no exception, since their credit backgrounds are not the sameThis stipulation was also agreed to when Ms [redacted] electronically signed the Application Disclaimer and Rental Criteria with her online applicationWith regard to the lease pricing — I’m not sure where miscommunication occurredMs [redacted] ’s application shows the apartment listed at $2,market rate, however, the welcome letter that was sent for signature shows the lease at $1,market rate — we actually lowered the rate based on market after the application was submittedAdditional monthly costs include pet rent and utilities, which are very commonly charged separately from rent, and totaled $That figure was slightly higher than what our leasing associate discussed with Ms [redacted] ’s husband prior to their application because we were not initially aware that pet rent would need to be factored in.Overall, we were not made aware of any discrepancies with pricing until after the [redacted] ’s cancellationWe also do not have any record of any attempts to contact us following the welcome letter we sent on June until I (Business Manager Hannah Samila) spoke with Mr [redacted] on June and he stated the lease was being canceled due to a change of mind and looking at a different location in the ValleyAgain, there was no mention of any issues with the lease pricingI informed Mr [redacted] at that time that the holding fee is only refundable if an applicant is denied — the fee is nonrefundable in the event of an application’s cancellationFollowing that conversation on June 15, we did receive an email requesting the holding fee be reimbursed along with the first mention of issues with lease pricingI replied to the email reiterating the nonrefundable nature of the holding fee given cancellation and that I was sorry we were not made aware of any discomfort with the lease pricing prior to cancellation so that we could discuss the issueAgain, we are sorry to hear Ms [redacted] is unhappy with the experienceWe would have appreciated the opportunity to address her concerns prior to the cancellation, but understand the decision to look elsewhereWe respectfully decline to refund the fees requested due to the fact that the fees were clearly denoted as non-refundable from the outset

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is Less than satisfactory to me, however we no longer wish to work with river run vail valley, under any circumstances , any longer. 
Regards,
[redacted]

On behalf of River Run, I sincerely regret Ms. [redacted] did have a positive experience; however, the fees referenced (application and holding fees) are nonrefundable fees associated with the application process. As an online applicant, she was required to review and acknowledge (via electronic...

signature) the nonrefundable fees on our Application Disclaimer prior to completing the application. With regard to application fees — while we understand it can be frustrating to pay two application fees, it is common practice to require anyone over the age of 18 years to complete an application and consent to a background/credit screening. Married couples are no exception, since their credit backgrounds are not the same. This stipulation was also agreed to when Ms. [redacted] electronically signed the Application Disclaimer and Rental Criteria with her online application. With regard to the lease pricing — I’m not sure where miscommunication occurred. Ms. [redacted]’s application shows the apartment listed at $2,000 market rate, however, the welcome letter that was sent for signature shows the lease at $1,875 market rate — we actually lowered the rate based on market after the application was submitted. Additional monthly costs include pet rent and utilities, which are very commonly charged separately from rent, and totaled $130. That figure was slightly higher than what our leasing associate discussed with Ms. [redacted]’s husband prior to their application because we were not initially aware that pet rent would need to be factored in.Overall, we were not made aware of any discrepancies with pricing until after the [redacted]’s cancellation. We also do not have any record of any attempts to contact us following the welcome letter we sent on June 6 until I (Business Manager Hannah Samila) spoke with Mr. [redacted] on June 15 and he stated the lease was being canceled due to a change of mind and looking at a different location in the Valley. Again, there was no mention of any issues with the lease pricing. I informed Mr. [redacted] at that time that the holding fee is only refundable if an applicant is denied — the fee is nonrefundable in the event of an application’s cancellation. Following that conversation on June 15, we did receive an email requesting the holding fee be reimbursed along with the first mention of issues with lease pricing. I replied to the email reiterating the nonrefundable nature of the holding fee given cancellation and that I was sorry we were not made aware of any discomfort with the lease pricing prior to cancellation so that we could discuss the issue. Again, we are sorry to hear Ms. [redacted] is unhappy with the experience. We would have appreciated the opportunity to address her concerns prior to the cancellation, but understand the decision to look elsewhere. We respectfully decline to refund the fees requested due to the fact that the fees were clearly denoted as non-refundable from the outset.