Rose Property Group, LLC

Mr***,
Your refund was based on final charges on your account deducted from your security depositThe cable price that was charged on your account matched the signed lease for your apartment at ***You did submit a request in writing to drop ancillary services and the manager emailed you stating that you could do so if you came in and signed a new lease, you never came in to sign that new leaseTherefore, we could not drop your ancillary servicesSeveral cable providers have zones where other cable companies can’t do business in certain areasFor example you can’t Comcast in a Bright House area, therefore, no other cable provider will service the addresses in *** ***If you need a breakdown of your refund, there should be an attached letter with the refund check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a check for my Security Deposit, however, it is incorrectI contacted Duke Energy, and *** *** paid for electric for through for roughly $*** *** deducted roughly $from my deposit for electric and this is incorrectIt is my error the electric was switched over to *** *** some days early, but my lease ended on which leaves just days (16th - 20th) that I would be responsible for and that is not $*** *** flipped the charges incorrectlyIf the bill was roughly $that is roughly $per day * days is around $that should have been deducted, not $and changeThis needs correctedThat is either fraud or lack of attention to detailThe second deduction was for water and sewage of around $This is also incorrectEach month, I paid the statement charge that was given to me via your portal and can provide all of my payment history. If water and sewage would have been missed on any month, I assume it would have carried over and then I would have paid that as providedAt no time was I ever informed that water and sewage was being missed (even if it was) and if that was the case, it is the managements responsibility to advise me of such so that I could take care of the issue and not have it deducted from my deposit with no proper communication
The final issue in regards to cable is also incorrectI was advised that a new lease would be PROVIDED TO ME when ready to sign when I discussed the issue with AngeliqueRegardless of who should be where to update the lease, it was communicated as such that it would be adjusted and never wasI was waiting for the adjusted lease to account for the cable charges and pet fee and it never camePeriodYou are attempting to put the burden on me when you admitted to the fact that cable was to be adjusted in this correspondence and that a lease would be created to adjust for that as well as the proper pet fee and you never completed said adjusted lease for me to sign
The entire issue we are having is LACK OF COMMUNICATIONI had to ask about my deposit numerous times with no communication provided back to me and then after days and a report to the Revdex.com, I am given a check that is incorrect because once again, *** *** Management incorrectly deducted charges and cannot communicate issues if one existed, in regards to water and sewage
*** *** still owes me the difference on electric as well as the water and sewage deduction and a correct check needs sent to meI have not and will not cash the other check and you can actually place a stop payment on itI need/want my correct deposit sent to me minus the days of electricSo it should total $or soI also want my cable deductions that was promised to me minus the pet fee you were supposed to charge meThat is roughly $50-$for months, totaling approximately $
Regards,
*** ***

To Whom It May Concern:Ms*** moved in to Bay Pointe Apartments on May 23,She signed a renewal lease on June 1, 2015, which expires on November 30,In response to Ms***'s complaint, I will address all issues broughtup in the filing
Notified Apartment Community of Bed Bugs:On May 27, 2015, Bay Pointe Business Office was notifiedby Ms*** that she found bed bugs in her apartmentMona W***,Assistant Manager, spoke to Ms*** and explained that Edward Rose ofIndiana uses Gold Seal out of Indianapolis for bed bug treatmentsMrs.W*** also stated to Ms*** the two types of treatments, and theirrespective costs, that Gold Seal uses: one being heat treament, the other beingchemicalMrsW*** told Ms*** that she would get her treatmentscheduledAlso, during this time, Ms*** was informed that she would beresponsible for the cost of treatment and that payment for the treament couldbe split into payments Scheduled Service for Treatment:MrsW*** contacted God Seal in Indianapolis toschedule treatment for Ms***'s apartmentOn June 2, 2015, Mrs.W*** received a call from Gold Seal to let her know that Ms***'sapartment would be treated on June 3, Gold Seal then sent a letter viafax to Bay Pointe Apartments to send to the resident for preparation of herapartmentThis letter was sent to Ms***'s door on June 2, Therewere also letters sent out to the surrounding units as they were going to havea preventative maintenance inspection done on June 3, Day of Scheduled Treatment:Gold Seal arrived at Bay Pointe Apartments on June 3,2015, to treat Ms***'s apartment and inspect the surrounding unitsAtthis time, they were given a community map and keys to Ms***'s andsurrounding apartmentsWhen Gold Seal arrived to Ms***'s apartment, shewas not prepared for the treatment per the instructions given to her theprevious dayThe surrounding units were inspected and there was no evidence ofbed bugsMrsW*** called Gold Seal and Gold Seal rescheduled Ms***'streatment for June 17, MrsW*** called Ms*** to inform herof the new date of the scheduled treatment and to inform her that thesurrounding units were inspected with no findings of bed bugs Scheduled Services Were Done: Gold Seal treated Ms***'s apartment on June 17,2015, July 1, 2015, and July 15, On July 15, 2015, the last treatment toMs***'s apartment, the surrounding units were inspected again, per Ms.***'s requestThose units were found with no evidence of bed bugs. Letter Sent:On July 15, 2015, MrsW*** sent a letter to Ms.***'s door giving her the requested information on the chemicals used byGold Seal during treatment and informing her again that all surrounding unitsshowed no evidence of bed bugsThis letter also included a copy of the invoicefrom Gold Seal, showing the cost of treatment. Second Letter Sent:On July 28, 2015, MrsW*** received a phone callfrom Ms*** stating that she had not heard from the office nor received anyof the requested informationMrsW*** informed Ms*** that aletter was sent to her apartment door on July 15, 2015, and a phone call wasmade to her phoneMrsWatersraat told Ms*** that she would resend therequested information to her. Refund:Ms*** moved in to Bay Pointe Apartments on May 23,At that time, the apartment did not have bed bugsOn May 27, 2015, Ms.*** came to the office, informing us that she found bed bugs in herapartmentMrsW*** explained the Ms*** the treatment options thatGold Seal performs and their costs, and that she would be held liable forpayment of treatmentMs*** stated that she was out of employment and didnot know how she would pay for the treatmentMrsW*** then informedMs*** that the treatment payment could be split into a payment plan Enclosed are all documents that were sent to Ms***at her apartment

As discussed your account must be paid in
full by 6/30/in the amount
of $
in the form of a money orderIf this amount is not paid in full
by the specified date, the account will be turned over to the attorney for
collections
Sincerely,
Polo Run Management

Dear Resident,
""> Thank you
for your feed back, we are happy to help and explain our perspective on your
situation. After researching your
account, it was noticed that you chose the lowest speed of internet teir we
offer here at AlexandriaThere are three options at varying speedsWe have
never forced any of our customers to use our service, but as a community we
offer the amenity of cable, internet, and phoneThere are no lines for outside
providers in our buildings, but there are other methods of internet such as a "hot
spot" that can be purchased from cell phone providers if one chooses
Here is
what I found regarding your previous history with work orders about your internet
Since part of our service is that you can directly reach out to our maintenance
team for internet/cable issues, we track them.
Internet was delivered to your apartment and set up on October 14,
The first time an issue was reported was not until December 11, at
12:27pmAt 4:38pm same day (Dec 11, 13), it was recorded that our maintenance
spoke with you and you told us you had fixed the issue
You did
put in a request the next day, Dec 12, that it was acting up again at
12:00pmWe responded withe hour to test your signal and replaced the
splitter. At this point we retested
before the end of the day and found the speed of Teir internet you were
paying for was working properly
We did
not receive another internet request until August 21,2014, which you called and
cancelled before we even had a chance to test itYour current issue was only
reported to us yesterday, August 26, in the morningOur office team did
witness your extreme displeasure at our maintenance personnel in our office
Since we had found no fault with your internet before, maintenance reached out to our ancillary services to get
their expert opinion since you were displeased with our serviceTheir manager
was out of the office yesterday, but I had them make your situation of extreme
importance so they tested it todayHe has since contacted his resource Network
Engineer Consultant because he found not fault in the Teir stream of service
to the modem you rent from us
We
believe that a same day turn around time exceeds most response times of other
apartment communities, as well as, internet/cable providersWe also offer free
high-speed internet in our resident clubhouse and business center that you have
access to from 5:30am-midnightYou should be able to log into this from your
phone or computerIf what you are using your internet for requires higher
speeds, you are welcome to upgrade your service with us for the remainder of
your day noticeI am happy to discuss your account for the hours we have
been working on your accountPlease come by our leasing office or call at 317-660-
Please let us know if we can be of any further service

I don't know if we can say we did settle her complaintShe knew she was going to have damage charges and all of the charges she has we have documentation forI think they are all legitimate charges that she should be held responsible
""> Steven M[redacted], CAM, CAPS Property Manager Polo Run Apartments P: 317-888-F: 317-888-

Hello [redacted],   Thank you for sharing your experience with us at [redacted]. We value your input, and thank you for giving us the opportunity to...

address your concerns. We apologize for any inconvenience the issues may have caused you, and can assure you that we are working to resolve A/C failure. On August 29th our maintenance supervisor went over to your apartment and noticed that the A/C was working properly. On further inspection on the outdoor unit we did find a very small leak in the outdoor condenser. This was addressed and no other complaints were called in. Again we thank you for your patience and appreciate you being a resident with us.   We are committed to providing you efficient and thorough service. As a resident of [redacted] you are entitled to email me personally at [email protected] or call me to discuss how I can make you and your family more comfortable here at [redacted].   Kind Regards,   Lorenzo D. Property Manager

Mr. [redacted] is correct. He should be receiving his security deposit back minus the final water and sewer fees that are billed in arrears. Mr. [redacted] provided a notice to vacate via email to a former staff member. The new staff member who...

processed his final account settlement, was not able to locate his notice to vacate or his referral credit authorization in the file and charged his account as a result. All of the information has been provided to our accounting team. Both the Regional Property Manager and the accounting team are working diligently to ensure that Mr. [redacted] receives his refund. Mr. [redacted] will be contacted within the next 5 business days with a check number and shipping confirmation details regarding his refund.

August 14, 2015RE:  Revdex.com ComplaintCustomerInformation: [redacted]Lafayette,IN 47909 To Whom ItMay Concern: Ms. [redacted]moved into Bay Pointe Apartments on...

March 14, 2014.  She signed a renewal lease on April 1, 2015 which expires on March 31, 2016.  In response to Ms. [redacted]’s complaint, I will address all issues brought up in the filing. AC went out twice this year:7/28/15 Reported at 3:39 P.M. and work completed 7/28/15 at 6:20 P.M. WO #[redacted] – A/C is not working – not cooling apartment, just blowing out warm airCoil was cleaned, new filter installed and thermostat calibrated as it wouldn’t come on until 10 degrees difference. Mice5/30/15 Reported at 9:26 A.M. and work completed 5/30/15 at 11:31 A.M.WO #[redacted] – Resident said she has seen 2 mice in her apartment, please set trapsSet traps in laundry room and kitchen Mold on balconyNo Work Order – In complaint, resident states she has mold on her balcony and was told to just scrub it off.Since there is no work order in the system, I do not know if and when Ms. [redacted] voiced her complaint to the office.  Mike G[redacted], Service Supervisor, inspected the balcony on 8/13/15 and found that there are algae on the balcony.  Ms. [redacted] was not home at time of our inspection, so she will be contacted for purpose of scheduling the cleaning. Issue with washer hose going on right nowWO #[redacted] Reported 8/7/15 2:00 P.M. and inspected 8/7/15 at 4:00 P.M. – The hose connection from wall for washer is corroded and leaks.No leaks found.  Not our washer.  Please note that upon inspection by Mike G[redacted], Service Supervisor, on 8/13/15, he found no leaks.  The washer is owned by Ms. [redacted]; therefore, the maintenance on the washer and hose connections is her responsibility.  There was no issue with our water valves found by Mr. G[redacted] . Broken faucetThis is the first time we have heard of this issue. Mike G[redacted], Service Supervisor, inspected the kitchen faucet and found that the spout was wobbly and worn. A new faucet has been ordered and will be installed when it comes in.  This should arrive sometime the week of August 17, 2015.  Without internet and cable for a monthThere have been numerous issues that Ms. [redacted] has experienced with her cable and internet.  The issues were off and on and spread over her occupancy.  Ms. [redacted]was never without cable or internet for a solid month, but possibly days at a time.  In addition, she had cable, but was missing only local channels. Blinds fall off every time I open and shut themThere is no work order in the system for this, so we were not aware of this issue.  Mike G[redacted], Service Supervisor, will take care of these next week when he replaces her faucet and cleans the balcony deck. After reviewing all of the work orders for the cable and internet, I am in agreement to reimburse Ms. [redacted] for the disputed amount of $105.   Regards,Barbara W[redacted]Property ManagerBay Pointe and Pheasant Run Apartments

This letter
is in regards to a complaint Scarborough Lake Apartments received from the Revdex.com
from a current tenant, [redacted].  In the letter Scarborough Lake
received from Ms. [redacted], the following complaint...

was made:
 
 
1. Tenant
stated that she didn’t have electricity and desires electricity.
 
On
behalf of Scarborough Lake Apartments and Edward Rose & Sons we do
apologize
Ms.
[redacted] experienced trouble in regards to getting an update on this matter.
After
           
reviewing the details with Ms. [redacted]’s residence it was found that Ms. [redacted]
did not contact Indianapolis Power and Light Company to turn on the electricity
in her name upon moving into Scarborough Lake Apartments. Paragraph 11 of Ms.
[redacted]’s signed lease document states that the tenant shall be responsible for
the utilities of their apartment. Scarborough Lake did restore electricity over
the weekend for Ms. [redacted] as the Indianapolis Power and Light Company was not
open. However, Ms. [redacted] did not contact the electric company the following
business day causing her to be without electricity.  Ms. [redacted] has now
contacted the electric company and her power was restored. 
 
Kind Regards,
 
Scarborough Lake Management
(317) 299.3369

Please accept our apologies on the delay in return of security deposit. Your security deposit refund check will print this week and you should have it no later than next week. If you do not receive your refund by next week please call the...

Sundance Business Office or the Edward Rose & Sons office.

I lived at one of this business properties for a year. When we did not resign our lease I learned that I had eviction put on my credit. I only learned this when I tried to move into another apartment complex. I contacted the employees in the office asking why was eviction put on my credit when I did not get evicted. Then I was sent a bill in the amount of $447 and some change for damages. Mind you, I barely was at my home, so how can I cause damage if i'm not there. At first, I wasn't going to pay the amount but it's keeping me from moving so I decide to pay it. A month after I paid the amount, they claimed they never received my payment. Good thing I kept a copy of my money order. I go up to the cooperate office and show them my payment and they ask me to contact western union to see the status of my money order. I call and i'm told my money order was cashed 6 days after I made my payment.I inform the attendant of this information and she tells me she's going to send the issue to regional manager and that they will contact me the following day. No one contacts me so I contact them 3 times and got no answer. I call back the next day and they tell me my claim hasn't been looked over yet. Not even 5 minutes later she calls me back and stated that my payment had been applied to the person's rent that stay in the apartment I stayed in. I'm trying to figure out how is this possible. I've dealt with this matter for over a month. This matter caused me not to be able to move, as of right now my daughter and I are living with my parents. I will never recommend that anybody live here, it is always something when it comes to people's payments. I was warned not to live here and did not listen so Now i'm trying to warn others.

[redacted],
Please provide the billing information from Duke Energy for the amount that was paid to our office....

Please speak to Jaime regarding this matter.
 
Thank you

Thank you for bringing this complaint to our attention.  Ms. [redacted] had contacted the Sundance office in mid to late January to discuss her bill she received after moving out. I had answered a few of her questions during her call, and asked if I could get back to her...

regarding some additional charges she was concerned about. I explained that I would contact her soon regarding the charges once I had time to accurately review them, as I did not want to give her an incorrect answer.
Within the week, I contacted her once again to explain her charges so she could remit payment per the letter. I was unable to reach her via the phone number that I had written down. She then called back during the last week of January, roughly a week after I attempted to contact her and reached out to my staff noting that she had not heard a response from me. As I was out of the office and missed her call, we were not able to connect that day.
Following that message, she was on my list to follow up with once again when we received the listed complaint. As I was then provided with an email address, I reached out to [redacted] on February 3, 2014 and addressed her concerns. I addressed her questions regarding the electric balance as well as the paint charge. She responded back that afternoon asking a few additional questions which I then addressed within the hour. I have not heard back from her in regards to any further questions and expect that she will remit payment as noted within the letter.
Given that I have not had additional correspondence with Ms. [redacted], I expect that this issue has been brought to a close.
Thank you again for taking the time to review this complaint. 
Thanks,
[redacted], CAM, NALP
Assistant Property Manager
Sundance at the Crossings

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I renewed my lease due to weather conditions. Horrible winter. There was no work order because I came into the office to report the problem because the phone lines were not working that day an another resident was reporting having mold again in her apartment. They did not set a trap they put out pellets. I went an bought traps. I have taken care of the washer hose problem myself. The faucet was reported twice by myself via phone an int the office when the phone line wasn't working. Liz wrote it on a piece of paper. The blinds were reported early on when I first moved in but they just stick them back into their slots. I would appreciate the refund for the cable an internet. No I will not be renewing my lease. I was without cable an internet for a month. Made several call an Liz said, "Well what do you want me to do about  it.Thank You,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
Although I am pleased with the resolution that Bavarian Village's accounting department "was able to reconcile your account and get this issue resolved", I would like an official letter from management stating that my account for September, October, and November has been reconciled. My account reflecting rent for October and November should be reconciled because I made my payments directly to someone in the office and received written receipts for the payments. Regarding payments for September and November,  the last written communication I received from management was that I owe the rent. I am requesting an official letter stating that I made the payments for the three stated months and that my account is reconciled. I am kindly requesting that the letter is signed by someone from upper management. Attached is documentation from management indicating that I owe for September and November rent. I look forward to your response. Thank you.

Ms. [redacted],
 
We appreciate you letting us know about this situation. Can you please tell me what apartment complex you live in and your apartment number please?
 
Thank you,
 
Kelsey

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Prior to explaining my response in detail, I would like to state that I have my Ph.D. and therefore, my title is Dr. [redacted], not Mrs. [redacted], and this was specified on my submission.  For your own future professional development, please note that it is unprofessional when appropriate titles are ignored.  
I am not denying the fact that there were pet stains in the living room.  However, this did not warrant replacement of the carpet throughout the entire apartment.  Moreover, my position remains that regardless of the pet stains, there were other damages to the carpet that were not my fault that would have required replacement of the carpet.  I doubt that there were any attempts to clean the carpet.  I maintain my position that I should not be held responsible for the entire amount you are charging me to replace the carpet.
In regards to your insinuation that I may have fabricated the death of my pets to get you to credit me rent that you overcharged me, let me assure you that this is not the case.  My pet Gia died in June of 2014 and I noted this when I signed my lease in July of 2014.  My second pet, Bella, died in March of 2015.  I even had a conversation with Mr. M[redacted] shortly after her death because other residents in our building were not cleaning up after their pets, and I received a letter threatening to charge me a fine if I didn't start cleaning up after my pets.  I immediately contacted Mr. M[redacted] to let him know that my pet had died and I did not own any pets anymore, and I did not want to be charged a fine for someone else's lack of responsibility in cleaning up after their pet.  I wonder why, at this point, Mr. M[redacted] did not bring up the fact that I should have the pet fee removed from my rent since I no longer owned a pet?
I never received copies of the leases I signed, nor did anyone ever go over them with me after the first lease.  Therefore, I have no documentation specifying that the monthly pet fee is non-refundable.  However, I never believed that the pet fee was refundable.  I was told the pet fee was for extra wear and tear to the apartment due to having pets in it.  If I would have known this pet 'fee' was actually rent for my pets, why would I not have gone to the leasing office after my second pet died to remove the pet fee from my account?  If this pet 'fee' is actually pet rent, why don't you just call it pet rent?  It seems to me as if this is misrepresentation of what the fee actually is.
I disagree with your comments regarding the carpet renewal cleaning.  You were negligent in the fact that you NEVER cleaned my carpet even though I called multiple times each year to request this.  Had you cleaned my carpet on a yearly basis as promised, I do not feel that the damage to the carpet would have been enough to warrant replacement.
Regards,
Dr. [redacted]

We apologize for the experience you had, as a apartment community we do try to create an enjoyable community for each tenant. We apologize that was not your experience. The steps have been completed in the finalization of you final account , again we...

apologize for your frustration and thank you for your feedback.

Mr. [redacted],
 
I apologize for the delay in your refund check. A check for $312.64 was cut for you and will be mailed out next week. If you do not receive your check by Monday, October 17, 2016 please reply back to this...

complaint.  
Thank you,
 
Kelsey M[redacted]