Roscoe Properties

Mr*** *** was initially scheduled to move into apartment #*** When he arrived at the community, we had to transfer him to apartment #*** We failed to communicate that he needed to transfer the utilities in his name Mr*** was still receiving the bills for #***
and we were receiving the bills for #*** Mr*** was and still is responsible for the utilities in #*** We advised Mr*** to contact the City of Austin to communicate the situation and request the correct activation/disconnect of utilities Mr*** arrived at our office after this conversation and expressed that he felt he will still receiving the bills incorrectlyI explained to him the billing cycle of the City of Austin I told him I would assist him by sending a letter to the City of Austin (attached) advising them of the correct address Mr*** is responsible for I asked Mr*** to contact me directly should he have any future issues with billing
*** ***
*** *** ***
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We are refunding the deposit of $and keeping the application and admin fee that was charged to *** since we processed *** application before she cancelled

Good morning. We have received your complaint from the Revdex.com. Please call the office and speak with the manager. I understand that you and her have been in correspondence concerning this issue of the noise complaints. Your management team is following up
with your concerns with the resident. Per the manager's conversation with you, we can transfer you to another apartment home or sister property. Please let the manager know what you would like to do.Thank you for your concern. We, your management team, and Roscoe Properties value your residency and hope that you will be happy living with us at Bristol Square
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[redacted], I have included the photos taken during the move out walk through.  I have also included the Inventory and Condition form, signed by the complainant at the time of move in, their move out statement, their resident ledger showing that they were in fact late one...

time in May of 2013 for this apartment. To address [redacted]’s points in her complaint against Woodmeade and Roscoe Properties: At no point did I state that there were gashes in the walls.  What I did point out is what is evident in the photos.  The tacks that were left in the walls and ceiling, the marks along the walls from furniture, the discoloration on the walls were it appears to be a different color than that of the original walls.  Various times throughout the phone conversation with [redacted] I explained to her that I would forward her the photos that were taken during the move out walk and she could see what I was referencing.  She did in the end agree that I could send them to her and provided her email address.  I sent her the photos and did not hear back from her.  As always Roscoe policy is that residents are permitted 7 days to pay off balances before they are sent to collections.   When a resident moves out and turns in their keys, regardless of who turns in the keys, they are required to provide a forwarding address.  If one is not provided then we are left with only the current address and attempt to have the letter forwarded through the post office.  In this situation the forwarding address was not provided to the office until after the letter had been sent out.  It was only a day or two after the letter was returned to us that I received the call from [redacted]. As with any customer service position we are skilled at keeping our tempers and only addressing the facts.  It was not in the best interest of the conversation to feed into [redacted]’s hostile attitude and I did manage to keep an even tone and address only the facts and evidence of the situation. Regardless of what renovations take place after a resident moves out they are still responsible for the damages that they leave behind.  I would like it noted that [redacted] was given appropriate charges for the damages left behind and discounts were included to the actual charges she received as outlined in the Potential Move Out Charges included in the attachments of this email.
  [redacted] Woodmeade Apartments Roscoe Properties Woodmeadeaustin.com Office: ###-###-####Fax:  ###-###-####

On 08/15/16, the Assistant Manager, [redacted], delivered small balance notices to all residents that had a balance due at the community. She had...

particularly talked with [redacted] via email and twice via phone regarding his small balance and he had agreed to make payment. He never made payment, so a small balance due was delivered to his apartment. The notice was folded and not visible to the public. The small balance is from a lease violation with the previous management and a small balance that was due from under paying his balance with Roscoe Properties. He was explained this detail, for this balance has carried over on his account monthly.
After receiving the notice to his door on 8/15/16, [redacted] came to the office on 8/16/16 around 10AM and used derogatory language and threw his balled up notice at the manager’s office. [redacted], a leasing agent, informed the Property Manager, [redacted], of the resident’s frustration and so she called him to discuss. He was very irate on the call and was yelling and using derogatory language. I informed the resident we could talk at a later time when he calmed down. He kept yelling so I hung up.
[redacted] immediately came to the office and was cursing, demonstrating aggressive behavior and refused to leave. He was swearing and pointing his finger in the Manager's face. The manager and the rest of the staff were very scared and since he refused to calm down or leave the office, they called the police on him and asked maintenance to come to the office due to the severity of his behavior. A constable was onsite doing a “writ” and walked into the office during this situation, he asked the resident to leave but [redacted] refused would not. 
Once police got onsite, the resident was in his apartment and the officers went to his unit. They talked with him and instructed him not to come back to the office and to communicate with us via email for now. They did state the resident was very angry and seemed upset. Officers asked us to call them back immediately if resident returned to office demonstrating the same behavior.  Police Report#: [redacted]
 
[redacted] has paid his balance in full that was due to management.

A return phone call was made to the resident and the issue has now been resolved.  Thank you.

We apologize for the inconvenience.   The $50.00 surcharge fee will be credited back.

Roscoe Properties' management office has reached out to Ms. [redacted] and we have addressed all of her concerns.  We will be releasing her from her lease, and that process has already begun.

[redacted],
I have just received the complaint you files concerning the $127.00 owed.  I understand that this is for your final utility billing and cleaning charges.  The back up for these charges will be sent to you for your reference. 
if you have any questions, please...

feel free to contact me directly at [redacted].   
Thank you for your time.
[redacted]

We have received no prior communication from the complainant in regards to the concerns he is addressing in this written correspondence. Obviously confused, the Regional Manager called the complainant on 4/21/16 to hear the residents concerns and address the complaints accordingly....

During the conversation, it was discovered that many of the issues that the complainant was addressing occurred in the Fall of 2014. When looking at the resident's ledger, it was discovered that he received a $250 concession to cover the inconveniences from move in. When speaking with the resident, the only current complaint was that there was possible mold in the vents of the apartment. When reviewing his file, we did not see any service requests placed to address these concerns. We did notify the resident that we would send maintenance out to inspect the units and address his concern properly. Maintenance did go out the following morning 4/22/16 and discovered there was some dust build up in the vents, but no signs of mold. Maintenance flushed the vents and replaced the vent covers. During the conversation on 4/21/16 with the complainant, management did express that there are options to being released from his lease. He expressed he would like to follow up with management on what he wants to do. Management has not received communication on what options the complainant would like to go with. Management is happy to discuss what options available and come to an amicable agreement on releasing the tenant.

Ms. [redacted],

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We apologize for any inconvenience that you may have encountered during the transition of management company’s at Pepper Place Apartments. We have verified that your rent was received and credited properly to your account. If you have any further concerns please feel free to contact our office.
Thank you,
[redacted]
Roscoe Properties- SA Regional Office
[redacted]

Every resident should be allowed to view their apartment before move in.  We appreciate the feedback on this and will strive to make sure this does not happen again.  Upon inspection, it was found that there were no bedbugs in the apartment.  A treatment for any...

pests may be scheduled Monday thru Friday for a Wednesday treatment.  We want all apartment to be as pest free as possible and for everyone to be comfortable in their new home.  If at any time anyone witnesses or feels that there is any illegal activity nearby, please call 911 immediately.  The Arrangement, the team, nor the owners can be responsible for any criminal activity.  This is the police's responsibility.  The police are here to protect you. If you would reach out to the manager of The Arrangement, she will be happy to help you with any of your needs.Thank you,The Arrangement Team

Our legal representative has been in communication with previous resident's legal representative and is in negotiations to resolve this manner.

Hello,
We are aware of the reported concern and have been actively working on a resolution with our accounting department. We have a check for the prorated rental amount being delivered to the resident by the end of the business day. Please let me know if you need any additional...

information, we are happy to help. We apologize for any inconvenience this may have caused.
Thank you,
[redacted]
Regional Manager
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Our community offers regular pest control services and treatments for our residents and general community.  The process for roach concerns is to have the specific unit and surrounding units inspected once it is reported. Once the inspection is complete, the pest control company reports their...

findings and makes their recommendations based upon their findings.  Depending on the severity of the issue, preparation for the treatment is required from the resident.  We advise the resident of the preparation requirements via a "prep sheet" they must sign and return in order for the treatment to be scheduled. Without the signed prep sheet, the treatment will not be scheduled as the treatment may not be effective without the proper preparation.  In certain instances, a sanitation issue will hinder any treatment provided.  We want to address any pest control issue as quickly as possible.

We, at Lotus Village, are very sorry to hear of your pest control issue.  We do, immediately, call out the pest control company to treat any issues for pest control.  We follow the directions of the pest control company.  Unfortunately it can take several treatments.  with...

this in mind, we do want to make sure you are happy.  This is important to us, Lotus Village and Roscoe.  Please feel free to visit our sister properties.  If you find another property that you are interested in, we can have you transfer to this property.  there will be no transfer fees or new application fees.Please contact your management office so that she can coordinate with you if you decide to transfer.
 
Again, we apologize, and want you to know you are important to us.
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have made countless requests regarding this issue and I have been ignored. I am waking up with  bed bug bites on my face,arms, back and thighs.Also, there are still roaches that have infested my apartment and no matter how many times this has been addressed with the property, no one has done anything regarding this. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]