Riverview Landing at Valley Forge

11/16/16To Whom it May Concern:We received notice of a complaint filed by a Resident, [redacted] This resident received NSF fees on her account after Writing a post-dated check on the first and the second to which she completely admits was due to lack of funds on her part [redacted] stands by their policy to deposit checks every dayWe do not hold checks that are post-dated, however we did reverse this one NSF charge in good faith on our partHowever it does not negate the fact that this check bounced, as did a second and per [redacted] Policy after (2) NSF's no more personal checks will be acceptedTo date, she still owes November rent (days late) and just paid October rent yesterday (days LATE)She has been given every opportunity to become current on rent way past the 5-days she states it takes her rent to become available, not to mention none of this is in the Ownerships responsibilities to monitor.On the maintenance, her electrical issues are simple [redacted] issues that she has been told are maintenance of a renter and all she needs to do is push a reset button, the water damage is nil (we had a hard driving rain that allowed minor water to impede a window that was an isolated incident) but we will send the team in again to see what she may be seeing at this pointThe fire alarms are working and tested annuallyThe fire chief was out on this case and we were not violated in any wayThe issue she is talking about was a small Smoke issue that set off alarms in the unit in question (not hers) as required but those residents took the next step and called the fire departmentHer individual smokes would not have gone off because her unit was not effected in anywayOut of precaution the fire department knocked on doors.Nothing in this complaint is warranted to remove late fees she accrued after non-payment, late payment and checks written fraudulently without proper funds availableWaiving the one NSF she feels was the office error is what we stand by as offered in good faithPlease remove any violations on this customer experience.Please feel free to contact me should you need anything else.Best,Connie B.Community Director

12/13/16To Whom it May Concern:We have received this complaint.While we apologize, this in no way was fraudThis is a business that was sent a check and it was lost in the mail, We processed the check as we would any after a resident broke their lease and yes, by error because they did not put a stop payment on the original check this one of course cleared.This resident was extended the courtesy of a payment plan after breaking her contractHer account would have showed zero from the moment she terminated the contract, so by simple error her account would not have shown how much was/was not still due.Upon being informed of the situation by the former resident, we did need to confirm this check was paid by her bank and not returnedWhile inconvenient, it was needed to confirm they did not deny the checkOnce that was confirmed with the former resident, we got the proper approval to release funds from the main officeWithin hours of this, we were able to overnight the funds that were deposited in error.The fact that this is being called fraud is fraudulent in itselfIt was a business error on our part and negligence on her part for not issuing a stop payment on a check that was lost for over daysWe resolved this as quickly as possible and to date, she has been paid,Thank you,Best,Connie BCommunity Director

12/9/16To Whom it May Concern:This is follow up to a response rejectionI followed up originally and am familiar with this complaintI am on-site as the Community Director.The mold damage she speaks of in an adjacent unit does not hinder her unit in any wayLeaks happen, and are addressedWater damage is not moldWe have had a third party-*** *** out to address any issue reportedIf the Resident would like to put a request in on the portal giving us permission to enter, we will gladly call the Remediation Experts out who are certified in this field.*** issues do arise in every home and yes it can simply be a reset issueI will have the men look at this again but depending on how one uses outlets they can pop frequently, which means they are doing what they should be doingWe have recently (within the last year) been through our annual inspection with the Township along with replacing EVERY *** on the property requiredAgain, if a request is submitted in the Resident Portal for this giving permission to enter, we can trouble shoot this again.As a LAND LORD We are NOT required to accept personal checksAt least one has been returned because of insufficient funds on the Residents behalfThe other was sustained because a post-dated check was givenWe cannot reverse either of these though we have reimbursed the SNSF Fee charged by *** on the first check.Best,Connie BCommunity Director

This apartment complex has ignored service requests regarding mold remediation which could potentially harm me and my family living in the apartmentThey have on two occasions in the last months had to come to my apartment to fix a mold issue in the walls and both times not completed the work in the agreed to time frame (week became weeks.) They also "forgot" to complete the job and I had to call to ask if and when they were going to come back to complete the task during the 3rd week of replacing floors and re-hanging shelving they took down in closetsThe office staff was incredibly stand-offish and unhelpful when I called to ask for helpEven though I asked for a return call and left my number on two occasions, the complex manager chose to email during the day insteadThe service I have received for this mold issue has been completely unacceptable and if I could afford to break my lease- I WOULDI would not recommend this complex to any of my family or friends based on the service I have received for these two experiences and would think they should treat their residents with more respect than I have received

11/16/16To Whom it May Concern:We received notice of a complaint filed by a Resident, [redacted]. This resident received 2 NSF fees on her account after Writing a post-dated check on the first and the second to which she completely admits was due to lack of funds on her part. [redacted] stands by their...

policy to deposit checks every day. We do not hold checks that are post-dated, however we did reverse this one NSF charge in good faith on our part. However it does not negate the fact that this check bounced, as did a second and per [redacted] Policy after (2) NSF's no more personal checks will be accepted. To date, she still owes November rent (16 days late) and just paid October rent yesterday (45 days LATE). She has been given every opportunity to become current on rent way past the 5-7 days she states it takes her rent to become available, not to mention none of this is in the Ownerships responsibilities to monitor.On the maintenance, her electrical issues are simple [redacted] issues that she has been told are normal maintenance of a renter and all she needs to do is push a reset button, the water damage is nil (we had a hard driving rain that allowed minor water to impede a window that was an isolated incident) but we will send the team in again to see what she may be seeing at this point. The fire alarms are working and tested annually. The fire chief was out on this case and we were not violated in any way. The issue she is talking about was a small Smoke issue that set off alarms in the unit in question (not hers) as required but those residents took the next step and called the fire department. Her individual smokes would not have gone off because her unit was not effected in anyway. Out of precaution the fire department knocked on doors.Nothing in this complaint is warranted to remove late fees she accrued after non-payment, late payment and checks written fraudulently without proper funds available. Waiving the one NSF she feels was the office error is what we stand by as offered in good faith. Please remove any violations on this customer experience.Please feel free to contact me should you need anything else.Best,Connie B.Community Director

12/13/16To Whom it May Concern:We have received this complaint.While we apologize, this in no way was fraud. This is a business that was sent a check and it was lost in the mail, We processed the check as we would any after a resident broke their lease and yes, by error because they did not...

put a stop payment on the original check this one of course cleared.This resident was extended the courtesy of a payment plan after breaking her contract. Her account would have showed zero from the moment she terminated the contract, so by simple error her account would not have shown how much was/was not still due.Upon being informed of the situation by the former resident, we did need to confirm this check was paid by her bank and not returned. While inconvenient, it was needed to confirm they did not deny the check. Once that was confirmed with the former resident, we got the proper approval to release funds from the main office. Within 72 hours of this, we were able to overnight the funds that were deposited in error.The fact that this is being called fraud is fraudulent in itself. It was a business error on our part and negligence on her part for not issuing a stop payment on a check that was lost for over 30 days. We resolved this as quickly as possible and to date, she has been paid,Thank you,Best,Connie BCommunity Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The person who responded is not familiar with anything that has happened at my property nor is she located there.  She is saying what needs to be said to save face knowing her employees messed up and now are trying to cover themselves.  I just discovered that my neighbors have severe mold damage from the same water damage to their window as I have but yet my window is still left unrepaired as no one has been here as I was told to repair.  I would like my apartment now tested for mold.  Additionally, my electrical outlets are not simply hitting the reset button as Ron has been out here numerous times and still the same issue exist in several outlets including my washer.  I have numerous emails to justify the errors made by the current staff proving the NSF fee issues, the water damage and the outlet repairs.  To date I did pay October's rent and November's was slated to arrive Saturday but I have yet to receive confirmation of it's arrival.  I will not be easily dismissed NOR be accused of intentionally writing "fraudulent" checks as the liberty representative so kindly put it.  Now you are accusing me of doing something illegal to cover up the fact that the office staff screwed up!  No where in the lease, of which I did not receive a copy of until mid October, does it mention the NSF policy they are disputing.  It only states cost and time frames associated with a returned check and late rental payments.  It does not state anywhere in the lease about no longer being able to pay online or via a personal check if you receive 2 NSF fees.  Additionally, it does not state anything other than the cost associated with a returned check or late rental payment.  I was not informed of this "policy" until weeks after the office manager was trying to rectify my account with IT as she didn't know herself what was happening with my account and assured me that I was clear to log in and now pay online.  Please see all email attachments which will be faxed and emailed on 11/29/2016.
Regards,
[redacted]