Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We would like to thank Ms [redacted] for allowing us to work with her on this matterShe is correct in that a proper response has not been sent to herThat was a miscommunication on our end and I take responsibility for thatNow to respond to the complaint...No one was "fooled" into anything and Ms [redacted] states that in her correspondence to us "I do not think I was purposely mislead..."She was given a discount per month on that unit like everyone else who rents it because of the locationEvery single person has a different tolerance to noise and most of our residents don't mind the trainIt is no secret that we are near the train as you have to cross the tracks to enter into the communityWe would be happy to revise Ms***'s move out statement if she will agree to recant her inaccurate statement about being "fooled'I can provide a copy of her statement if neededAgain, we are happy to do our best to maintain a favorable relationshipWe will wait to hear back on her decision Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for a responseI used the word "fooled" because I was told by [redacted] that the discount was due to the "view" [redacted] said that the discount was because the "view is of a street and parking lot", [redacted] did not tell me the discount was due to noise If I change the word to "misled", would that be better? Or "misinformed" I was hoping to bring this to your attention, because if there are subs that are leasing out apartments, then they need to know why there are discountsIf the discount is due to the location, which means there is more noise, then that is what should have been expressed to me so I could consider thatInstead, I was told to consider the "view of the parking lot", which I thought was no big deal, and it wasn't How can I proceed? Is there anything that is going to help me get my $back other than a small claims court suit or calling the Press? I will change the wording, though I wanted it to be clear as to why I broke my lease What can I do to get my money back, if anything? Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/25) */ Please advise Ms [redacted] that we are still happy to refund her penaltiesWe want all of our residents to be happy and sometimes people are extra sensitive to noise and we cannot help thatWe were just hoping for one act of good faith to be met with another, but no worries, we will revise the move out and Ms [redacted] should expect her refund in no longer than two weeks Final Consumer Response / [redacted] (2000, 12, 2015/11/30) */
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ On July 29,I received a phone call from you expressing to me how you were having issues with your neighbor and wanted to vacate by August 1,You also stated how you did not feel that a day notice should be required of you because you were afraid of your neighbor and your safetyWhen I asked why you were afraid of your neighbor you began to explain to me the events that took place You told me about the incident that took place on 6/10/15, with your neighbor playing loud music, and that you went and talked to management and we served him with a noticeAfter the notice was served all music had stopped playing and everything was fineAt that time your neighbor approached you and asked if you could talk to him any time he is doing something that bothered youYour neighbor believed you guys could work it out and not have to involve managementAt that time you agreed with him and said you would talk with him first before going to management When the 2nd issue started to happen with your neighbor drinking by his car, you decided to approach him and not speak with managementYou asked him to stop drinking by his car because you have small children and you don't like that type of behaviorAt that time your neighbor agreed and took it insideA few days later when you came home he was drinking again by his car and you re-approached him, but the issue was not resolvedMANAGEMENT WAS NOT CONTACTED ABOUT THIS ISSUE You further explained to me about the incident that happened that past weekend, with your neighbor drinking outside and ringing your doorbellHow you went outside to approach him and that he looked like he wanted to fight you During our phone conversation I did explain to you how we did receive a courtesy patrol report of the incident and how we did take action, because this type of behavior is not acceptable and against our Rules and RegulationI apologize for you having to deal with your neighbor's behavior but since we were not notified about all issues concerning your neighbor we could not take action sooner During our phone conversation we did discuss how it is California State Law to provide a day notice to terminate the rental agreement contract and how you would be responsible to pay through your day noticeI also explained to you that even though you are responsible to pay for the next days you did not have to continue living in your unitI further explained that if you did vacate and return keys to us we would do our best to re-rent your unit so you would not have to pay a full days of rent On July 29,you went to our manager's office and submitted a day noticeOn August 3, you returned keys to managementAfter completing the turnover to the unit management was able to re-rent your unit, and a new resident moved in on August 12, On your move out statement we only charged you for days of rent for the month of August, totaling $Management charged a pro-rate late fee for the month of August of $29.32, since you failed to pay your last month's rentManagement hired a professional carpet cleaning vendor to clean the carpetHe stated the carpet had urine damage and advised us to replaceIn turn we charged you $for treatment due to the urine damage in the concrete You mailed us a letter after receiving your move out statement because you did not agree with the chargesI called you with the number you provided us in the letter on 9/9/to discuss your move out statement, I listened to you again as to why you felt you did not owe the days of rent in August, the late fee or the urine treatment to the concreteSince we did appreciate your residency at our apartment community and we wanted the matter to be resolved, I agreed to credit you back the charges for days of rent, late fee and urine treatment to the concreteWe discussed the total credits back were going to be $387.58, and a refund check would be issued to you in the amount of $You thanked me for understanding and asked if this would hurt your chances renting with us in the futureI told you it would not, that our company is just happy we could resolve this matter On Friday 9/18/I received a call from you in regards to you not receiving your refund check, you were very upset and felt it was taking to long to receive the refundI explained to you that the paperwork has been submitted and you should be receiving the refund any dayYou started threating me that it was not to late to take me to courtYou started saying how we are a horrible management company and how ridiculous all this isI then said if you don't receive a check within the next few days to give me a call back and we could put a stop payment on it and reissue you another check After further research are records indicate a check was mailed to you on 9/17/and it cleared our account on 9/21/ As always we strive to meet the expectations of allAs a company we pride ourselves on prompt payment of any amount owed on our behalfWe apologize for any inconvenience we may have caused you
Initial Business Response / [redacted] (1000, 8, 2015/10/19) */ I apologize, I did not add my name and contact information to the response just sentIf you have any questions or need additional information, please do not hesitate to contact me Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want Royal T Management to return my full deposit and correct the untruth about me destroying their propertyI have over photos to refute their claims of damageNeither I nor my children have ever destroyed a home or anyone's property, I take care of all things as if they were my own and I have raised my children the same wayUnfortunately for me I chose to rent from a company that harassed me while rented their property and subsequently has tried to charge me for erroneous and fraudulent damagesIt's not okay what they have done to me and my family and by this experience I am positive this has been done to others and they will continue this practice in the futureAs to my happiness I loved my residence as my children did as well, they grew up there
Final Consumer Response / [redacted] (2000, 5, 2016/07/15) */ Hello, I just received an email from the company regarding my complaint with them and they said they are happy to address my concernsIt took a lot of time and threats of complaints but I may get this resolvedSo, I would like to drop my complaint or mark it as resolved Thank you,
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@royaltmanagement.com First of all I would like to say that we are not trying to rob anyoneWe are charging for damages to the unit according to how the apartment was left and mostly due to pet urineI spoke to the other resident of the unit, ***She was upset that she hadn't received the move out statement from usShe never gave us a forwarding address to mail itSo we took it upon ourselves to email the statement so that she could get it quicker rather than trying to mail it across country to herI know that she transferred units with the previous company and they didn't charge her anything for damagesI can't speak on that because I don't know if that is their policy when someone transfers, but there was definitely damages to the unit when they recently moved outI asked [redacted] to put her complaints in writing and I would respond back to her in writing so that I can investigate her claimsShe never did thatI was more than willing to look into her claimWe have documentation from the carpet cleaning vendor that her pet urinated on the carpetWe charged her for the clean up of the carpet, but decided to credit that charge back to her once we were unable to find out how old the carpet wasIt is difficult for us to determine the age of the carpet since we have only been managing the complex for just one yearOn May 8th a confirmation of the residents' notice of intent to vacate was given to themIt clearly states that they have the right to a pre-inspection and to be present for a move out inspection, but they have to schedule an appointment for thatThey moved out a month later and never contact the staff to do any kind of inspection of the unitThat is unfortunate because the staff would have pointed out the items that were not cleaned and the obvious pet damage to the carpetI would also like to mention that these residents never said they had pictures of the condition of the unit when they moved in and moved outI would have asked for them so that I can try to help themThe move in inspection does not state that the unit was dirty when they moved inIncluded in the move out statement was a the contact information of the vendors that are used to clean, paint, etcso that they could call to verify that the work was done to their unitThese residents don't understand that there is a process in providing the move out statementsThe staff delivers the statement to our corporate officeThey are only allowed to come times a weekI am a floating supervisorThat means that I come into our corporate office to times a weekPart of my job is to check off on the move out statements and then I give them to our receptionistShe then gives it to the bookkeeper to input the charges or credits into our systemThen it gets mailedWe already credit back $to these residentsI am sure they did not have time to clean since they were in a hurry to moveI feel the $for sealing the floors to get rid of the urine contamination was necessary due to their pet damaging the unitThey probably would have received a refund from us if we didn't have to remedy the pet damage and if they had paid for their last months rentI would be more than happy to look at any pictures that they have to see if there is something else I can do about the cleaning fees, but I feel strongly about not crediting the fee to seal the pet urine floor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to start by saying that I did indeed give a forwarding address to Providence PointeI did speak to Liza and she told me it was in my best interest not to go through the Revdex.com but to instead address my concerns to the office at Providence PointeI told her I should not have to do this as the charges are unfounded and we are being taken advantage ofHowever, I contacted the office and from that point on, [redacted] , told me she would be in contact with her supervisor [redacted] with [redacted] T)This is why there was no further direct contact (I copied an email to you) made to Liza as I communicated from that point on with [redacted] by way of emailI have these emails if you would like to see themI copied Liza on my emails and at no time did she respond that I needed to contact her directlyIf you wish to do business the way you suggested, it will be in your best interest to let the office at Providence Pointe know how you wish to communicate with residents on the move out complaintsYou credited us for the charges to carpet after realizing you had no idea how old the carpet wasThere is no rationale behind us being charged for sealing on flooring that we are not even being charged forLiza, you know good and well that I mentioned to you on the phone that I had picturesYou in no way responded that you wished to see them at that timeThat was when you responded to my desire to go through the Revdex.com by saying it wasn't in my best interest to do soWe gave our day notice to Providence Pointe and at the time we were cleaning up and moving out, I told them our daughter in law in Louisiana had stage lung cancer and we wanted to leave early morning to travel cross countryThe office staff told me to go ahead and leave the keys in an envelope and put in drop box, as we didWe do understand that there is a process in moving out and being provided a statementWe were not provided one in a timely mannerThe added information regarding your staffing should in no way ever negatively affect a residentMy last email to [redacted] was responded to by her, saying she would get in touch with you concerning our further issues we had with the remaining billI never heard from ANYONE againThis left me no alternative but to go through the Revdex.com to get this resolvedPlease do not ASSUME that we did not take the time to cleanPlease see enclosed pictures that were taken on move outI have always done this for protection and am so glad at this particular time I have them Final Business Response / [redacted] (4000, 25, 2015/10/26) */ I am happy to see that we are able to come to an agreementI will do a revised statement to reflect your new balance dueIt may be confusing to the consumer, but the way it is written is the way that I will need to do it in order for the correct balance to showThank you Final Consumer Response / [redacted] (4200, 27, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we agree to an amount to put this ordeal behind us, we must see the final statement drawn up by Liza in order to accept itThe fact that she is suggesting it will be confusing to us leaves us to question how exactly she plans to close this out
Initial Business Response /* (1000, 5, 2014/09/12) */
Contact Name and Title: *** (SUPERVISOR)
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@royaltmanagement.com
Thank you for taking the time to address your concerns regarding your move out statementThere are a few items
that you are bringing to our attention and I will acknowledge each oneFirst, the claim that the resident is entitled to $is falseThe agreement with SureDeposit that the residents signed and attached to their complaint is very clearly as to how the bond coverage worksThe premium "...is not a security deposit, is not insurance and I will not receive the premium back at the end of the lease."
The 2nd dispute regarding the concern for the cost of carpet replacement is understandable as it is a significant amount of moneyThe resident forgot to include in their attachment a copy of the check in and out form which shows that upon move in the carpet was in good and clean conditionAfter the move out the carpet was filthy, stained and smelled of obnoxious odor, therefore, it was imperative that we replaced itOur carpet vendor informed us that the carpet could not be cleaned to livable condition and it was well beyond reasonable wear and tearWe were also sure to take photographs that we can share with the resident if they need to see the stains and heavy dirt in the traffic areasWe prorated the cost of the carpet to the resident in the amount of which was only a fraction of the $1300+ bill that Bridgewood Crossing incurred
Lastly, I personally filled out the day Notice to Vacate with the residents and was very clear that they had the option for a pre-move out walk through inspection and a post move out walk through inspectionAlso, included in the verbiage on the day Notice to Vacate that the residents signed it clearly states that they are entitled to a move out walk throughThe residents never made an attempt to contact myself or anyone else in the Rental Office
Thank you again for taking the time to address these issues with us and if I can help out any further please let me know
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
This is a disabled senior citizen on low incomeThere is no way the charged presented could be paidWe ask you to consider lowering the charges and make payment arrangements as we would like to avoid be sent to collectionsOnce in collections we find it difficult to even reach an agreement and or make any type of payments
Please advise
Final Business Response /* (4000, 9, 2014/09/24) */
Thank you for your responsePlease contact *** at Royal T Management to set up payment arrangements and prevent the account from going in to collections as this is not what either party would want*** can be reached at (XXX) XXX-XXXXThank you
Final Consumer Response /* (4200, 11, 2014/09/26) */
We ask that the charges be reducedPlease take into consideration our income which I am sure you are fully aware ofWe are low income and disabledThe cleaning charges, carpet replacement and tile all seem excessiveWe realize we are no one to say how much you pay someone for services but we are struggling as it is and just can not afford to pay this total
Please consider reducing the balance
Out budget allows between $30-$monthly payments
Please advise
Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: *** *** Supervisor
Contact Phone: XXX-XXX-XXXX
On January 2,the residents entered into a Rental Agreement with Terrace West Apartments for unit #They signed and agreed to the terms including section B-
that states: To obtain prior management approval before acquiring a pet, sign a pet agreement, and pay an additional security depositThere is 35-pound weight limit (full grown)
On 6/23/they were served a day notice to perform condition and / or covenants or quit, because they had violated their Rental Agreement and obtained a pet without prior management approvalOnce notice was served, the resident paid an additional deposit of $450.00, and a new pet agreement was signed on 6/25/In this agreement they had a small / 13lb / month / black and white , schnauzer mixOn line of the Pet Agreement it states: Each pet will require an additional security deposit of $Maximum of pet(s) allowedThis deposit will be combined with original security deposit and used for any and all debts associated with apartment upon move out
On June 2,the residents completed an In House Transfer, meaning they still reside within the same complex just transferred to another unitThey again entered into a Rental Agreement with Terrace West Apartment on 6/2/for unit #They signed and agreed to section B-that states: To obtain prior management approval before acquiring a pet, sign a pet agreement, and pay an additional security depositThere is a 35-pound weight limit (full grown)
The pet agreement that was signed by the residents on 6/2/for unit #shows they were not transferring with any petsThey also did not pay an additional deposit for a pet when they transferred into unit #Our records indicate an additional deposit was eventually paid on 7/8/14, more than days after original move inAt this time a new Pet Agreement was not signed
On 6/23/the Terrace West manager entered unit #to perform a semi annual maintenance check and discovered dogs, rats, and guinea pigs in the unitThe pet agreement that the residents signed clearly states what type of animal(s) are considered to be a pet and a security deposit would be required for the first pet and an additional security deposit for a second pet if allowedOn 6/26/a day notice to perform condition and / or covenant or quit was served due to the current Rental Agreement / Pet Agreement Violation
The manager and I both explained our pet policy and why we served the noticeWe explained that they were able to keep pets as long as they paid an additional security deposit for the 2nd petUnfortunately animals in any unit at Terrace West apartments is not allowed
Terrace West is a pet friendly community and we welcome any pet(s)that fall within our criteria, and provided that resident has complied with the terms of the Rental Agreement / Pet AgreementWe are asking the resident to comply with the terms of the Rental Agreement
Initial Business Response /* (1000, 5, 2014/08/19) */
Royal T Management is greatly sorry for any ill feelings that resulted from any of the interactions at our communitiesThis interaction was brought to our attention minutes after it happened as it was alarming to our staff as wellWe
pride ourselves on providing quality customer service and whenever someone leaves an office unhappy, it is addressedIn reviewing the situation it appears there were several miscommunicationsWe will review your complaint with the staff and will be happy to send you an apology
Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: [redacted] / Supervisor
Contact Phone: XXX-XXX-XXXX
I have carefully reviewed your file in regards to your dispute for 5604 Kleinpell # A at Stockdale Garden Villas and found the following: Per the rental...
agreement signed by you on X-XX-XXXX you agreed: To allow owner agent to use your security deposit and or / additional deposit to remedy defaults in the payment of rent, to repair damages caused by yourselves, your guest or invitees, and to clean the premises, if necessary, upon termination of tenancy as provided by section 1950.5 of the civil code. According to your move out walk through form, there were many items that were dirty. In the kitchen, all appliances, countertops, shelves, faucet, sink, and floors needed to be cleaned. In the bathrooms (master and guest), there were several items needing to be cleaned such as the toilets, sinks, cabinets, shelves, countertops, mirrors, and the showers. The living room and bedrooms also needed cleaning such as windows, ceiling fans, and light fixture. Therefore, the unit required a heavy clean in order to return it back to its original condition. On your move in walk through form you have noted the patio was not clean, I will credit back the $10.00 that you were charged on move out. The apartment also required a full paint, and based upon the length of residency, you earned one hundred percent off the labor and paint that was used to paint the walls. However the cost to wipe down all walls (due to excessive dirt), painting of interior doors (due to crayon drawings), the patching of a hole in the hall way, and some priming due to the crayon marks in the 2nd and 3rd bedroom, would be considered to be in excess of normal wear and tear and thus, charged to the resident. The carpet needed to be steamed cleaned because they were heavily soiled and the red stains had to be removed from the 2nd and 3rd bedroom, in order to bring it back to its original condition. Based on the information provided to me from your move out walk through, I decided in good faith to credit you back $20.50 for the maintenance labor and $20.32 for the material, totaling $40.82. This covered replacement of the toilet seat, replacement of the cracked face plates, replacement of the master bathroom shower head, and repairing of the entry molding. However, the other charges will remain. We sincerely desire to refund your deposit. In essence, the apartment must be returned to the condition documented on your signed move in walk through form. Please know that we never profit on having a vacancy and the resulting work required to re rent you apartment. You will receive a revised move out statement that will reflect the additional refund of $50.82. I will also include a copy of your move out walk through. If you have any further questions or concerns, please feel free to contact me at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is ironic that your lengthy explanation of charges are ones that are not on my move out statement. I left the bathrooms, closets, floor and walls clean as well as kitchen cabinets, toilets and showers. The fact that you stated there was an error in my move out pertaining to the patio not being cleaned is a small compensation for the work which was done in the cleaning the unit. I will prove that the unit was clean and charges for $110 to clean the patio and deck and frivolous charges for a toilet seat are ridiculous. I will have my day soon to prove that your staff are trained to charge tenants upon move out charges that are not fair business practices. A ceiling fan charge was also erroneous; this fan was broken and research your records for the work order; according to your staff it should have been replaced.
Final Consumer Response /* (4200, 16, 2015/02/19) */
This issue is far from over, I will continue to pursue Royal T. Management and Stockdale Garden Villas unit this matter is resolved. The carpet was inexpensive carpet and has been in the unit for 9 years. The appliances were left in immaculate condition as well as the floors, walls, toilets tubs and showers. The charges I should be charged for are the lock left on the master bedroom door, patched hole in wall and garage was not mopped but cleaned. The other charges do not equate to amount I should be receiving.
Final Business Response /* (4000, 18, 2015/02/27) */
It is unfortunate we were unable to come to an understanding of the refund of the security deposit. I truly feel we have made every attempt to resolve this matter. I do value you as a long term resident at Stockdale Garden Villas and wish we could have had a different outcome.
Initial Business Response /* (1000, 5, 2016/05/04) */
Thank you for bringing this matter to our attention. I would like to clarify a few items as there might be some confusion. Our records indicate that your rent is $750 not $755 and you had paid $750 at the beginning of May. Please let...
me know if this is not an accurate at your earliest convenience. [redacted]'s rent has only increased by $30 in the past 3+ years and we were sure to keep her under market rent of $775 (rent if someone new moved in the same unit) because we value her as a resident. I am sorry that you feel are being treated unfairly, but we are doing our best to minimize increased costs to our residents and feel that an increase of $30 over the period of 3+ years is more then fair considering the increased cost of utilities paid for by owner, increased costs passed on to the property by vendors, increased insurance costs, increased minimum wage and so on. [redacted], we do hope that you stay with us and can understand that the cost of living is rising exponentially, but we are doing our best to make sure our residents are affected as little as possible.
Initial Consumer Rebuttal /* (3000, 12, 2016/05/23) */
I was under the eprssion that I had until May 21,to summit my response.
There was an error on my behave about the rent being 750 and I said 755 that was my error. The rent of 750 started in April 1, 2016.What is under market rent? My rent has increased 2x in 3momths. And we are only in the month of May. I have not received nothing in writing of the increased cost of utilities paid for by owner, increased costs passed on to the property by vendors. Why would the cost be passed on to me as a tenant when minimum wage went up I didn't get a wage increase at my job. Did the property owners not know about this market rate rent in January of 2016 when they first increased my rent? This completely shows that this was an act of retaliation . When the City of Fresno Code Enforcement gave them a NOTICE OF VIOLATION. After I received the new carpet one week later my rent increased by 20 dollars this had went into effect on April 1 2016.Why this was not done In January? It has not been 1 year before my next rent increase. This shows retaliation.
Final Business Response /* (4000, 22, 2016/05/31) */
The reason that you received two rent increases is because your rent was drastically below market rent at the time of the 1st and 2nd increase, as well as an increased cost of living, as explained earlier. There was the option to sign the 1 year agreement at the 1st increase and lock in that price. I understand if you did not want to as a lot of residents enjoy the option of flexibility in regards to staying month to month compared to locking in a price.
Final Consumer Response /* (4200, 24, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This should have been determined in January. By them being cited for a violation thats what prompted the second rent increase .If I sign a lease what does that have to do with a second rent increase retaliation is the reason for their action. If the city was not involved they would not have done this 2nd rent increase.
Initial Business Response /* (1000, 8, 2015/10/19) */
I apologize, I did not add my name and contact information to the response just sent. If you have any questions or need additional information, please do not hesitate to contact me.
Initial Consumer Rebuttal /* (3000, 11,...
2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want Royal T Management to return my full deposit and correct the untruth about me destroying their property. I have over 100 photos to refute their claims of damage. Neither I nor my children have ever destroyed a home or anyone's property, I take care of all things as if they were my own and I have raised my children the same way. Unfortunately for me I chose to rent from a company that harassed me while rented their property and subsequently has tried to charge me for erroneous and fraudulent damages. It's not okay what they have done to me and my family and by this experience I am positive this has been done to others and they will continue this practice in the future. As to my happiness I loved my residence as my children did as well, they grew up there.
Initial Business Response /* (1000, 5, 2015/11/24) */
We would like to thank Ms. [redacted] for allowing us to work with her on this matter. She is correct in that a proper response has not been sent to her. That was a miscommunication on our end and I take responsibility for that. Now to respond...
to the complaint...No one was "fooled" into anything and Ms. [redacted] states that in her correspondence to us "I do not think I was purposely mislead...". She was given a discount per month on that unit like everyone else who rents it because of the location. Every single person has a different tolerance to noise and most of our residents don't mind the train. It is no secret that we are near the train as you have to cross the tracks to enter into the community. We would be happy to revise Ms. [redacted]'s move out statement if she will agree to recant her inaccurate statement about being "fooled'. I can provide a copy of her statement if needed. Again, we are happy to do our best to maintain a favorable relationship. We will wait to hear back on her decision.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for a response. I used the word "fooled" because I was told by [redacted] that the discount was due to the "view". [redacted] said that the discount was because the "view is of a street and parking lot", [redacted] did not tell me the discount was due to noise.
If I change the word to "misled", would that be better? Or "misinformed".
I was hoping to bring this to your attention, because if there are subs that are leasing out apartments, then they need to know why there are discounts. If the discount is due to the location, which means there is more noise, then that is what should have been expressed to me so I could consider that. Instead, I was told to consider the "view of the parking lot", which I thought was no big deal, and it wasn't.
How can I proceed? Is there anything that is going to help me get my $300 back other than a small claims court suit or calling the Press? I will change the wording, though I wanted it to be clear as to why I broke my lease.
What can I do to get my money back, if anything?
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/11/25) */
Please advise Ms. [redacted] that we are still happy to refund her penalties. We want all of our residents to be happy and sometimes people are extra sensitive to noise and we cannot help that. We were just hoping for one act of good faith to be met with another, but no worries, we will revise the move out and Ms. [redacted] should expect her refund in no longer than two weeks.
Final Consumer Response /* (2000, 12, 2015/11/30) */
Final Consumer Response /* (2000, 5, 2016/07/15) */
Hello,
I just received an email from the company regarding my complaint with them and they said they are happy to address my concerns. It took a lot of time and threats of complaints but I may get this resolved. So, I would like to drop...
Initial Business Response /* (1000, 11, 2014/09/11) */
Initial Consumer Rebuttal /* (4200, 18, 2014/10/02) */
it seems that I missed the time limit, however this issue has not be resolved, while out if town 9/22/2014 a notice was placed on my door again asking to gain entrence...
for an inspection , as I was out of town I do not know if my rights to pricevcy were volited. as far someone accusing my son of smoking illegal drugs. is not true as my son was not on the premise on the date or time that the witness claims. as far as my unit being clean I have been told that the mange has to inspect the grout on the counter tops. or that I should not have dishes in the sink. there is no longer a pet in the unit however a pet depoist was paid after being harreassed and threatened with having to replace the carpert in the entire unit.
I am not happy about how I am treated
as far as the cars being parked all over , this still happens on a daily basis. and continues to happen.
it is interseting to me that the day after you closed this case, I get a notice to enter the unit for inspection.
I am being treated unfairly and will continue with this case.
Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@royaltmanagement.com
First of all I would like to say that we are not trying to rob anyone. We are charging for damages to the unit according to how...
the apartment was left and mostly due to pet urine. I spoke to the other resident of the unit, [redacted]. She was upset that she hadn't received the move out statement from us. She never gave us a forwarding address to mail it. So we took it upon ourselves to email the statement so that she could get it quicker rather than trying to mail it across country to her. I know that she transferred units with the previous company and they didn't charge her anything for damages. I can't speak on that because I don't know if that is their policy when someone transfers, but there was definitely damages to the unit when they recently moved out. I asked [redacted] to put her complaints in writing and I would respond back to her in writing so that I can investigate her claims. She never did that. I was more than willing to look into her claim. We have documentation from the carpet cleaning vendor that her pet urinated on the carpet. We charged her for the clean up of the carpet, but decided to credit that charge back to her once we were unable to find out how old the carpet was. It is difficult for us to determine the age of the carpet since we have only been managing the complex for just one year. On May 8th a confirmation of the residents' notice of intent to vacate was given to them. It clearly states that they have the right to a pre-inspection and to be present for a move out inspection, but they have to schedule an appointment for that. They moved out a month later and never contact the staff to do any kind of inspection of the unit. That is unfortunate because the staff would have pointed out the items that were not cleaned and the obvious pet damage to the carpet. I would also like to mention that these residents never said they had pictures of the condition of the unit when they moved in and moved out. I would have asked for them so that I can try to help them. The move in inspection does not state that the unit was dirty when they moved in. Included in the move out statement was a the contact information of the vendors that are used to clean, paint, etc. so that they could call to verify that the work was done to their unit. These residents don't understand that there is a process in providing the move out statements. The staff delivers the statement to our corporate office. They are only allowed to come 2 times a week. I am a floating supervisor. That means that I come into our corporate office 2 to 3 times a week. Part of my job is to check off on the move out statements and then I give them to our receptionist. She then gives it to the bookkeeper to input the charges or credits into our system. Then it gets mailed. We already credit back $970 to these residents. I am sure they did not have time to clean since they were in a hurry to move. I feel the $150 for sealing the floors to get rid of the urine contamination was necessary due to their pet damaging the unit. They probably would have received a refund from us if we didn't have to remedy the pet damage and if they had paid for their last months rent. I would be more than happy to look at any pictures that they have to see if there is something else I can do about the cleaning fees, but I feel strongly about not crediting the fee to seal the pet urine floor.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start by saying that I did indeed give a forwarding address to Providence Pointe. I did speak to Liza and she told me it was in my best interest not to go through the Revdex.com but to instead address my concerns to the office at Providence Pointe. I told her I should not have to do this as the charges are unfounded and we are being taken advantage of. However, I contacted the office and from that point on, [redacted], told me she would be in contact with her supervisor [redacted] with [redacted] T). This is why there was no further direct contact (I copied an email to you) made to Liza as I communicated from that point on with [redacted] by way of email. I have these emails if you would like to see them. I copied Liza on my emails and at no time did she respond that I needed to contact her directly. If you wish to do business the way you suggested, it will be in your best interest to let the office at Providence Pointe know how you wish to communicate with residents on the move out complaints. You credited us for the charges to carpet after realizing you had no idea how old the carpet was. There is no rationale behind us being charged for sealing on flooring that we are not even being charged for. Liza, you know good and well that I mentioned to you on the phone that I had pictures. You in no way responded that you wished to see them at that time. That was when you responded to my desire to go through the Revdex.com by saying it wasn't in my best interest to do so. We gave our 30 day notice to Providence Pointe and at the time we were cleaning up and moving out, I told them our daughter in law in Louisiana had stage 3 lung cancer and we wanted to leave early morning to travel cross country. The office staff told me to go ahead and leave the keys in an envelope and put in drop box, as we did. We do understand that there is a process in moving out and being provided a statement. We were not provided one in a timely manner. The added information regarding your staffing should in no way ever negatively affect a resident. My last email to [redacted] was responded to by her, saying she would get in touch with you concerning our further issues we had with the remaining bill. I never heard from ANYONE again. This left me no alternative but to go through the Revdex.com to get this resolved. Please do not ASSUME that we did not take the time to clean. Please see enclosed pictures that were taken on move out. I have always done this for protection and am so glad at this particular time I have them.
Final Business Response /* (4000, 25, 2015/10/26) */
I am happy to see that we are able to come to an agreement. I will do a revised statement to reflect your new balance due. It may be confusing to the consumer, but the way it is written is the way that I will need to do it in order for the correct balance to show. Thank you.
Final Consumer Response /* (4200, 27, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we agree to an amount to put this ordeal behind us, we must see the final statement drawn up by Liza in order to accept it. The fact that she is suggesting it will be confusing to us leaves us to question how exactly she plans to close this out.
Initial Business Response /* (1000, 5, 2015/10/02) */
On July 29,2015 I received a phone call from you expressing to me how you were having issues with your neighbor and wanted to vacate by August 1,2015. You also stated how you did not feel that a 30 day notice should be required of you...
because you were afraid of your neighbor and your safety. When I asked why you were afraid of your neighbor you began to explain to me the events that took place.
You told me about the incident that took place on 6/10/15, with your neighbor playing loud music, and that you went and talked to management and we served him with a notice. After the notice was served all music had stopped playing and everything was fine. At that time your neighbor approached you and asked if you could talk to him any time he is doing something that bothered you. Your neighbor believed you guys could work it out and not have to involve management. At that time you agreed with him and said you would talk with him first before going to management.
When the 2nd issue started to happen with your neighbor drinking by his car, you decided to approach him and not speak with management. You asked him to stop drinking by his car because you have small children and you don't like that type of behavior. At that time your neighbor agreed and took it inside. A few days later when you came home he was drinking again by his car and you re-approached him, but the issue was not resolved. MANAGEMENT WAS NOT CONTACTED ABOUT THIS ISSUE.
You further explained to me about the incident that happened that past weekend, with your neighbor drinking outside and ringing your doorbell. How you went outside to approach him and that he looked like he wanted to fight you.
During our phone conversation I did explain to you how we did receive a courtesy patrol report of the incident and how we did take action, because this type of behavior is not acceptable and against our Rules and Regulation. I apologize for you having to deal with your neighbor's behavior but since we were not notified about all issues concerning your neighbor we could not take action sooner.
During our phone conversation we did discuss how it is California State Law to provide a 30 day notice to terminate the rental agreement contract and how you would be responsible to pay through your 30 day notice. I also explained to you that even though you are responsible to pay for the next 30 days you did not have to continue living in your unit. I further explained that if you did vacate and return keys to us we would do our best to re-rent your unit so you would not have to pay a full 30 days of rent.
On July 29,2015 you went to our manager's office and submitted a 30 day notice. On August 3, 2015 you returned keys to management. After completing the turnover to the unit management was able to re-rent your unit, and a new resident moved in on August 12,2015.
On your move out statement we only charged you for 11 days of rent for the month of August, totaling $293.26. Management charged a pro-rate late fee for the month of August of $29.32, since you failed to pay your last month's rent. Management hired a professional carpet cleaning vendor to clean the carpet. He stated the carpet had urine damage and advised us to replace. In turn we charged you $65.00 for treatment due to the urine damage in the concrete.
You mailed us a letter after receiving your move out statement because you did not agree with the charges. I called you with the number you provided us in the letter on 9/9/2015 to discuss your move out statement, I listened to you again as to why you felt you did not owe the 11 days of rent in August, the late fee or the urine treatment to the concrete. Since we did appreciate your residency at our apartment community and we wanted the matter to be resolved, I agreed to credit you back the charges for 11 days of rent, late fee and urine treatment to the concrete. We discussed the total credits back were going to be $387.58, and a refund check would be issued to you in the amount of $110.27. You thanked me for understanding and asked if this would hurt your chances renting with us in the future. I told you it would not, that our company is just happy we could resolve this matter.
On Friday 9/18/2015 I received a call from you in regards to you not receiving your refund check, you were very upset and felt it was taking to long to receive the refund. I explained to you that the paperwork has been submitted and you should be receiving the refund any day. You started threating me that it was not to late to take me to court. You started saying how we are a horrible management company and how ridiculous all this is. I then said if you don't receive a check within the next few days to give me a call back and we could put a stop payment on it and reissue you another check.
After further research are records indicate a check was mailed to you on 9/17/15 and it cleared our account on 9/21/15.
As always we strive to meet the expectations of all. As a company we pride ourselves on prompt payment of any amount owed on our behalf. We apologize for any inconvenience we may have caused you.
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We would like to thank Ms [redacted] for allowing us to work with her on this matterShe is correct in that a proper response has not been sent to herThat was a miscommunication on our end and I take responsibility for thatNow to respond to the complaint...No one was "fooled" into anything and Ms [redacted] states that in her correspondence to us "I do not think I was purposely mislead..."She was given a discount per month on that unit like everyone else who rents it because of the locationEvery single person has a different tolerance to noise and most of our residents don't mind the trainIt is no secret that we are near the train as you have to cross the tracks to enter into the communityWe would be happy to revise Ms***'s move out statement if she will agree to recant her inaccurate statement about being "fooled'I can provide a copy of her statement if neededAgain, we are happy to do our best to maintain a favorable relationshipWe will wait to hear back on her decision Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for a responseI used the word "fooled" because I was told by [redacted] that the discount was due to the "view" [redacted] said that the discount was because the "view is of a street and parking lot", [redacted] did not tell me the discount was due to noise If I change the word to "misled", would that be better? Or "misinformed" I was hoping to bring this to your attention, because if there are subs that are leasing out apartments, then they need to know why there are discountsIf the discount is due to the location, which means there is more noise, then that is what should have been expressed to me so I could consider thatInstead, I was told to consider the "view of the parking lot", which I thought was no big deal, and it wasn't How can I proceed? Is there anything that is going to help me get my $back other than a small claims court suit or calling the Press? I will change the wording, though I wanted it to be clear as to why I broke my lease What can I do to get my money back, if anything? Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/11/25) */ Please advise Ms [redacted] that we are still happy to refund her penaltiesWe want all of our residents to be happy and sometimes people are extra sensitive to noise and we cannot help thatWe were just hoping for one act of good faith to be met with another, but no worries, we will revise the move out and Ms [redacted] should expect her refund in no longer than two weeks Final Consumer Response / [redacted] (2000, 12, 2015/11/30) */
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ On July 29,I received a phone call from you expressing to me how you were having issues with your neighbor and wanted to vacate by August 1,You also stated how you did not feel that a day notice should be required of you because you were afraid of your neighbor and your safetyWhen I asked why you were afraid of your neighbor you began to explain to me the events that took place You told me about the incident that took place on 6/10/15, with your neighbor playing loud music, and that you went and talked to management and we served him with a noticeAfter the notice was served all music had stopped playing and everything was fineAt that time your neighbor approached you and asked if you could talk to him any time he is doing something that bothered youYour neighbor believed you guys could work it out and not have to involve managementAt that time you agreed with him and said you would talk with him first before going to management When the 2nd issue started to happen with your neighbor drinking by his car, you decided to approach him and not speak with managementYou asked him to stop drinking by his car because you have small children and you don't like that type of behaviorAt that time your neighbor agreed and took it insideA few days later when you came home he was drinking again by his car and you re-approached him, but the issue was not resolvedMANAGEMENT WAS NOT CONTACTED ABOUT THIS ISSUE You further explained to me about the incident that happened that past weekend, with your neighbor drinking outside and ringing your doorbellHow you went outside to approach him and that he looked like he wanted to fight you During our phone conversation I did explain to you how we did receive a courtesy patrol report of the incident and how we did take action, because this type of behavior is not acceptable and against our Rules and RegulationI apologize for you having to deal with your neighbor's behavior but since we were not notified about all issues concerning your neighbor we could not take action sooner During our phone conversation we did discuss how it is California State Law to provide a day notice to terminate the rental agreement contract and how you would be responsible to pay through your day noticeI also explained to you that even though you are responsible to pay for the next days you did not have to continue living in your unitI further explained that if you did vacate and return keys to us we would do our best to re-rent your unit so you would not have to pay a full days of rent On July 29,you went to our manager's office and submitted a day noticeOn August 3, you returned keys to managementAfter completing the turnover to the unit management was able to re-rent your unit, and a new resident moved in on August 12, On your move out statement we only charged you for days of rent for the month of August, totaling $Management charged a pro-rate late fee for the month of August of $29.32, since you failed to pay your last month's rentManagement hired a professional carpet cleaning vendor to clean the carpetHe stated the carpet had urine damage and advised us to replaceIn turn we charged you $for treatment due to the urine damage in the concrete You mailed us a letter after receiving your move out statement because you did not agree with the chargesI called you with the number you provided us in the letter on 9/9/to discuss your move out statement, I listened to you again as to why you felt you did not owe the days of rent in August, the late fee or the urine treatment to the concreteSince we did appreciate your residency at our apartment community and we wanted the matter to be resolved, I agreed to credit you back the charges for days of rent, late fee and urine treatment to the concreteWe discussed the total credits back were going to be $387.58, and a refund check would be issued to you in the amount of $You thanked me for understanding and asked if this would hurt your chances renting with us in the futureI told you it would not, that our company is just happy we could resolve this matter On Friday 9/18/I received a call from you in regards to you not receiving your refund check, you were very upset and felt it was taking to long to receive the refundI explained to you that the paperwork has been submitted and you should be receiving the refund any dayYou started threating me that it was not to late to take me to courtYou started saying how we are a horrible management company and how ridiculous all this isI then said if you don't receive a check within the next few days to give me a call back and we could put a stop payment on it and reissue you another check After further research are records indicate a check was mailed to you on 9/17/and it cleared our account on 9/21/ As always we strive to meet the expectations of allAs a company we pride ourselves on prompt payment of any amount owed on our behalfWe apologize for any inconvenience we may have caused you
Initial Business Response / [redacted] (1000, 8, 2015/10/19) */ I apologize, I did not add my name and contact information to the response just sentIf you have any questions or need additional information, please do not hesitate to contact me Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want Royal T Management to return my full deposit and correct the untruth about me destroying their propertyI have over photos to refute their claims of damageNeither I nor my children have ever destroyed a home or anyone's property, I take care of all things as if they were my own and I have raised my children the same wayUnfortunately for me I chose to rent from a company that harassed me while rented their property and subsequently has tried to charge me for erroneous and fraudulent damagesIt's not okay what they have done to me and my family and by this experience I am positive this has been done to others and they will continue this practice in the futureAs to my happiness I loved my residence as my children did as well, they grew up there
Final Consumer Response / [redacted] (2000, 5, 2016/07/15) */ Hello, I just received an email from the company regarding my complaint with them and they said they are happy to address my concernsIt took a lot of time and threats of complaints but I may get this resolvedSo, I would like to drop my complaint or mark it as resolved Thank you,
Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@royaltmanagement.com First of all I would like to say that we are not trying to rob anyoneWe are charging for damages to the unit according to how the apartment was left and mostly due to pet urineI spoke to the other resident of the unit, ***She was upset that she hadn't received the move out statement from usShe never gave us a forwarding address to mail itSo we took it upon ourselves to email the statement so that she could get it quicker rather than trying to mail it across country to herI know that she transferred units with the previous company and they didn't charge her anything for damagesI can't speak on that because I don't know if that is their policy when someone transfers, but there was definitely damages to the unit when they recently moved outI asked [redacted] to put her complaints in writing and I would respond back to her in writing so that I can investigate her claimsShe never did thatI was more than willing to look into her claimWe have documentation from the carpet cleaning vendor that her pet urinated on the carpetWe charged her for the clean up of the carpet, but decided to credit that charge back to her once we were unable to find out how old the carpet wasIt is difficult for us to determine the age of the carpet since we have only been managing the complex for just one yearOn May 8th a confirmation of the residents' notice of intent to vacate was given to themIt clearly states that they have the right to a pre-inspection and to be present for a move out inspection, but they have to schedule an appointment for thatThey moved out a month later and never contact the staff to do any kind of inspection of the unitThat is unfortunate because the staff would have pointed out the items that were not cleaned and the obvious pet damage to the carpetI would also like to mention that these residents never said they had pictures of the condition of the unit when they moved in and moved outI would have asked for them so that I can try to help themThe move in inspection does not state that the unit was dirty when they moved inIncluded in the move out statement was a the contact information of the vendors that are used to clean, paint, etcso that they could call to verify that the work was done to their unitThese residents don't understand that there is a process in providing the move out statementsThe staff delivers the statement to our corporate officeThey are only allowed to come times a weekI am a floating supervisorThat means that I come into our corporate office to times a weekPart of my job is to check off on the move out statements and then I give them to our receptionistShe then gives it to the bookkeeper to input the charges or credits into our systemThen it gets mailedWe already credit back $to these residentsI am sure they did not have time to clean since they were in a hurry to moveI feel the $for sealing the floors to get rid of the urine contamination was necessary due to their pet damaging the unitThey probably would have received a refund from us if we didn't have to remedy the pet damage and if they had paid for their last months rentI would be more than happy to look at any pictures that they have to see if there is something else I can do about the cleaning fees, but I feel strongly about not crediting the fee to seal the pet urine floor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to start by saying that I did indeed give a forwarding address to Providence PointeI did speak to Liza and she told me it was in my best interest not to go through the Revdex.com but to instead address my concerns to the office at Providence PointeI told her I should not have to do this as the charges are unfounded and we are being taken advantage ofHowever, I contacted the office and from that point on, [redacted] , told me she would be in contact with her supervisor [redacted] with [redacted] T)This is why there was no further direct contact (I copied an email to you) made to Liza as I communicated from that point on with [redacted] by way of emailI have these emails if you would like to see themI copied Liza on my emails and at no time did she respond that I needed to contact her directlyIf you wish to do business the way you suggested, it will be in your best interest to let the office at Providence Pointe know how you wish to communicate with residents on the move out complaintsYou credited us for the charges to carpet after realizing you had no idea how old the carpet wasThere is no rationale behind us being charged for sealing on flooring that we are not even being charged forLiza, you know good and well that I mentioned to you on the phone that I had picturesYou in no way responded that you wished to see them at that timeThat was when you responded to my desire to go through the Revdex.com by saying it wasn't in my best interest to do soWe gave our day notice to Providence Pointe and at the time we were cleaning up and moving out, I told them our daughter in law in Louisiana had stage lung cancer and we wanted to leave early morning to travel cross countryThe office staff told me to go ahead and leave the keys in an envelope and put in drop box, as we didWe do understand that there is a process in moving out and being provided a statementWe were not provided one in a timely mannerThe added information regarding your staffing should in no way ever negatively affect a residentMy last email to [redacted] was responded to by her, saying she would get in touch with you concerning our further issues we had with the remaining billI never heard from ANYONE againThis left me no alternative but to go through the Revdex.com to get this resolvedPlease do not ASSUME that we did not take the time to cleanPlease see enclosed pictures that were taken on move outI have always done this for protection and am so glad at this particular time I have them Final Business Response / [redacted] (4000, 25, 2015/10/26) */ I am happy to see that we are able to come to an agreementI will do a revised statement to reflect your new balance dueIt may be confusing to the consumer, but the way it is written is the way that I will need to do it in order for the correct balance to showThank you Final Consumer Response / [redacted] (4200, 27, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we agree to an amount to put this ordeal behind us, we must see the final statement drawn up by Liza in order to accept itThe fact that she is suggesting it will be confusing to us leaves us to question how exactly she plans to close this out
Initial Business Response /* (1000, 5, 2014/09/12) */
Contact Name and Title: *** (SUPERVISOR)
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@royaltmanagement.com
Thank you for taking the time to address your concerns regarding your move out statementThere are a few items
that you are bringing to our attention and I will acknowledge each oneFirst, the claim that the resident is entitled to $is falseThe agreement with SureDeposit that the residents signed and attached to their complaint is very clearly as to how the bond coverage worksThe premium "...is not a security deposit, is not insurance and I will not receive the premium back at the end of the lease."
The 2nd dispute regarding the concern for the cost of carpet replacement is understandable as it is a significant amount of moneyThe resident forgot to include in their attachment a copy of the check in and out form which shows that upon move in the carpet was in good and clean conditionAfter the move out the carpet was filthy, stained and smelled of obnoxious odor, therefore, it was imperative that we replaced itOur carpet vendor informed us that the carpet could not be cleaned to livable condition and it was well beyond reasonable wear and tearWe were also sure to take photographs that we can share with the resident if they need to see the stains and heavy dirt in the traffic areasWe prorated the cost of the carpet to the resident in the amount of which was only a fraction of the $1300+ bill that Bridgewood Crossing incurred
Lastly, I personally filled out the day Notice to Vacate with the residents and was very clear that they had the option for a pre-move out walk through inspection and a post move out walk through inspectionAlso, included in the verbiage on the day Notice to Vacate that the residents signed it clearly states that they are entitled to a move out walk throughThe residents never made an attempt to contact myself or anyone else in the Rental Office
Thank you again for taking the time to address these issues with us and if I can help out any further please let me know
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
This is a disabled senior citizen on low incomeThere is no way the charged presented could be paidWe ask you to consider lowering the charges and make payment arrangements as we would like to avoid be sent to collectionsOnce in collections we find it difficult to even reach an agreement and or make any type of payments
Please advise
Final Business Response /* (4000, 9, 2014/09/24) */
Thank you for your responsePlease contact *** at Royal T Management to set up payment arrangements and prevent the account from going in to collections as this is not what either party would want*** can be reached at (XXX) XXX-XXXXThank you
Final Consumer Response /* (4200, 11, 2014/09/26) */
We ask that the charges be reducedPlease take into consideration our income which I am sure you are fully aware ofWe are low income and disabledThe cleaning charges, carpet replacement and tile all seem excessiveWe realize we are no one to say how much you pay someone for services but we are struggling as it is and just can not afford to pay this total
Please consider reducing the balance
Out budget allows between $30-$monthly payments
Please advise
Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: *** *** Supervisor
Contact Phone: XXX-XXX-XXXX
On January 2,the residents entered into a Rental Agreement with Terrace West Apartments for unit #They signed and agreed to the terms including section B-
that states: To obtain prior management approval before acquiring a pet, sign a pet agreement, and pay an additional security depositThere is 35-pound weight limit (full grown)
On 6/23/they were served a day notice to perform condition and / or covenants or quit, because they had violated their Rental Agreement and obtained a pet without prior management approvalOnce notice was served, the resident paid an additional deposit of $450.00, and a new pet agreement was signed on 6/25/In this agreement they had a small / 13lb / month / black and white , schnauzer mixOn line of the Pet Agreement it states: Each pet will require an additional security deposit of $Maximum of pet(s) allowedThis deposit will be combined with original security deposit and used for any and all debts associated with apartment upon move out
On June 2,the residents completed an In House Transfer, meaning they still reside within the same complex just transferred to another unitThey again entered into a Rental Agreement with Terrace West Apartment on 6/2/for unit #They signed and agreed to section B-that states: To obtain prior management approval before acquiring a pet, sign a pet agreement, and pay an additional security depositThere is a 35-pound weight limit (full grown)
The pet agreement that was signed by the residents on 6/2/for unit #shows they were not transferring with any petsThey also did not pay an additional deposit for a pet when they transferred into unit #Our records indicate an additional deposit was eventually paid on 7/8/14, more than days after original move inAt this time a new Pet Agreement was not signed
On 6/23/the Terrace West manager entered unit #to perform a semi annual maintenance check and discovered dogs, rats, and guinea pigs in the unitThe pet agreement that the residents signed clearly states what type of animal(s) are considered to be a pet and a security deposit would be required for the first pet and an additional security deposit for a second pet if allowedOn 6/26/a day notice to perform condition and / or covenant or quit was served due to the current Rental Agreement / Pet Agreement Violation
The manager and I both explained our pet policy and why we served the noticeWe explained that they were able to keep pets as long as they paid an additional security deposit for the 2nd petUnfortunately animals in any unit at Terrace West apartments is not allowed
Terrace West is a pet friendly community and we welcome any pet(s)that fall within our criteria, and provided that resident has complied with the terms of the Rental Agreement / Pet AgreementWe are asking the resident to comply with the terms of the Rental Agreement
Initial Business Response /* (1000, 5, 2014/08/19) */
Royal T Management is greatly sorry for any ill feelings that resulted from any of the interactions at our communitiesThis interaction was brought to our attention minutes after it happened as it was alarming to our staff as wellWe
pride ourselves on providing quality customer service and whenever someone leaves an office unhappy, it is addressedIn reviewing the situation it appears there were several miscommunicationsWe will review your complaint with the staff and will be happy to send you an apology
Initial Business Response /* (1000, 5, 2015/01/26) */
Contact Name and Title: [redacted] / Supervisor
Contact Phone: XXX-XXX-XXXX
I have carefully reviewed your file in regards to your dispute for 5604 Kleinpell # A at Stockdale Garden Villas and found the following: Per the rental...
agreement signed by you on X-XX-XXXX you agreed: To allow owner agent to use your security deposit and or / additional deposit to remedy defaults in the payment of rent, to repair damages caused by yourselves, your guest or invitees, and to clean the premises, if necessary, upon termination of tenancy as provided by section 1950.5 of the civil code. According to your move out walk through form, there were many items that were dirty. In the kitchen, all appliances, countertops, shelves, faucet, sink, and floors needed to be cleaned. In the bathrooms (master and guest), there were several items needing to be cleaned such as the toilets, sinks, cabinets, shelves, countertops, mirrors, and the showers. The living room and bedrooms also needed cleaning such as windows, ceiling fans, and light fixture. Therefore, the unit required a heavy clean in order to return it back to its original condition. On your move in walk through form you have noted the patio was not clean, I will credit back the $10.00 that you were charged on move out. The apartment also required a full paint, and based upon the length of residency, you earned one hundred percent off the labor and paint that was used to paint the walls. However the cost to wipe down all walls (due to excessive dirt), painting of interior doors (due to crayon drawings), the patching of a hole in the hall way, and some priming due to the crayon marks in the 2nd and 3rd bedroom, would be considered to be in excess of normal wear and tear and thus, charged to the resident. The carpet needed to be steamed cleaned because they were heavily soiled and the red stains had to be removed from the 2nd and 3rd bedroom, in order to bring it back to its original condition. Based on the information provided to me from your move out walk through, I decided in good faith to credit you back $20.50 for the maintenance labor and $20.32 for the material, totaling $40.82. This covered replacement of the toilet seat, replacement of the cracked face plates, replacement of the master bathroom shower head, and repairing of the entry molding. However, the other charges will remain. We sincerely desire to refund your deposit. In essence, the apartment must be returned to the condition documented on your signed move in walk through form. Please know that we never profit on having a vacancy and the resulting work required to re rent you apartment. You will receive a revised move out statement that will reflect the additional refund of $50.82. I will also include a copy of your move out walk through. If you have any further questions or concerns, please feel free to contact me at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is ironic that your lengthy explanation of charges are ones that are not on my move out statement. I left the bathrooms, closets, floor and walls clean as well as kitchen cabinets, toilets and showers. The fact that you stated there was an error in my move out pertaining to the patio not being cleaned is a small compensation for the work which was done in the cleaning the unit. I will prove that the unit was clean and charges for $110 to clean the patio and deck and frivolous charges for a toilet seat are ridiculous. I will have my day soon to prove that your staff are trained to charge tenants upon move out charges that are not fair business practices. A ceiling fan charge was also erroneous; this fan was broken and research your records for the work order; according to your staff it should have been replaced.
Final Consumer Response /* (4200, 16, 2015/02/19) */
This issue is far from over, I will continue to pursue Royal T. Management and Stockdale Garden Villas unit this matter is resolved. The carpet was inexpensive carpet and has been in the unit for 9 years. The appliances were left in immaculate condition as well as the floors, walls, toilets tubs and showers. The charges I should be charged for are the lock left on the master bedroom door, patched hole in wall and garage was not mopped but cleaned. The other charges do not equate to amount I should be receiving.
Final Business Response /* (4000, 18, 2015/02/27) */
It is unfortunate we were unable to come to an understanding of the refund of the security deposit. I truly feel we have made every attempt to resolve this matter. I do value you as a long term resident at Stockdale Garden Villas and wish we could have had a different outcome.
Initial Business Response /* (1000, 5, 2016/05/04) */
Thank you for bringing this matter to our attention. I would like to clarify a few items as there might be some confusion. Our records indicate that your rent is $750 not $755 and you had paid $750 at the beginning of May. Please let...
me know if this is not an accurate at your earliest convenience. [redacted]'s rent has only increased by $30 in the past 3+ years and we were sure to keep her under market rent of $775 (rent if someone new moved in the same unit) because we value her as a resident. I am sorry that you feel are being treated unfairly, but we are doing our best to minimize increased costs to our residents and feel that an increase of $30 over the period of 3+ years is more then fair considering the increased cost of utilities paid for by owner, increased costs passed on to the property by vendors, increased insurance costs, increased minimum wage and so on. [redacted], we do hope that you stay with us and can understand that the cost of living is rising exponentially, but we are doing our best to make sure our residents are affected as little as possible.
Initial Consumer Rebuttal /* (3000, 12, 2016/05/23) */
I was under the eprssion that I had until May 21,to summit my response.
There was an error on my behave about the rent being 750 and I said 755 that was my error. The rent of 750 started in April 1, 2016.What is under market rent? My rent has increased 2x in 3momths. And we are only in the month of May. I have not received nothing in writing of the increased cost of utilities paid for by owner, increased costs passed on to the property by vendors. Why would the cost be passed on to me as a tenant when minimum wage went up I didn't get a wage increase at my job. Did the property owners not know about this market rate rent in January of 2016 when they first increased my rent? This completely shows that this was an act of retaliation . When the City of Fresno Code Enforcement gave them a NOTICE OF VIOLATION. After I received the new carpet one week later my rent increased by 20 dollars this had went into effect on April 1 2016.Why this was not done In January? It has not been 1 year before my next rent increase. This shows retaliation.
Final Business Response /* (4000, 22, 2016/05/31) */
The reason that you received two rent increases is because your rent was drastically below market rent at the time of the 1st and 2nd increase, as well as an increased cost of living, as explained earlier. There was the option to sign the 1 year agreement at the 1st increase and lock in that price. I understand if you did not want to as a lot of residents enjoy the option of flexibility in regards to staying month to month compared to locking in a price.
Final Consumer Response /* (4200, 24, 2016/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This should have been determined in January. By them being cited for a violation thats what prompted the second rent increase .If I sign a lease what does that have to do with a second rent increase retaliation is the reason for their action. If the city was not involved they would not have done this 2nd rent increase.
Initial Business Response /* (1000, 8, 2015/10/19) */
I apologize, I did not add my name and contact information to the response just sent. If you have any questions or need additional information, please do not hesitate to contact me.
Initial Consumer Rebuttal /* (3000, 11,...
2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want Royal T Management to return my full deposit and correct the untruth about me destroying their property. I have over 100 photos to refute their claims of damage. Neither I nor my children have ever destroyed a home or anyone's property, I take care of all things as if they were my own and I have raised my children the same way. Unfortunately for me I chose to rent from a company that harassed me while rented their property and subsequently has tried to charge me for erroneous and fraudulent damages. It's not okay what they have done to me and my family and by this experience I am positive this has been done to others and they will continue this practice in the future. As to my happiness I loved my residence as my children did as well, they grew up there.
Initial Business Response /* (1000, 5, 2015/11/24) */
We would like to thank Ms. [redacted] for allowing us to work with her on this matter. She is correct in that a proper response has not been sent to her. That was a miscommunication on our end and I take responsibility for that. Now to respond...
to the complaint...No one was "fooled" into anything and Ms. [redacted] states that in her correspondence to us "I do not think I was purposely mislead...". She was given a discount per month on that unit like everyone else who rents it because of the location. Every single person has a different tolerance to noise and most of our residents don't mind the train. It is no secret that we are near the train as you have to cross the tracks to enter into the community. We would be happy to revise Ms. [redacted]'s move out statement if she will agree to recant her inaccurate statement about being "fooled'. I can provide a copy of her statement if needed. Again, we are happy to do our best to maintain a favorable relationship. We will wait to hear back on her decision.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for a response. I used the word "fooled" because I was told by [redacted] that the discount was due to the "view". [redacted] said that the discount was because the "view is of a street and parking lot", [redacted] did not tell me the discount was due to noise.
If I change the word to "misled", would that be better? Or "misinformed".
I was hoping to bring this to your attention, because if there are subs that are leasing out apartments, then they need to know why there are discounts. If the discount is due to the location, which means there is more noise, then that is what should have been expressed to me so I could consider that. Instead, I was told to consider the "view of the parking lot", which I thought was no big deal, and it wasn't.
How can I proceed? Is there anything that is going to help me get my $300 back other than a small claims court suit or calling the Press? I will change the wording, though I wanted it to be clear as to why I broke my lease.
What can I do to get my money back, if anything?
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/11/25) */
Please advise Ms. [redacted] that we are still happy to refund her penalties. We want all of our residents to be happy and sometimes people are extra sensitive to noise and we cannot help that. We were just hoping for one act of good faith to be met with another, but no worries, we will revise the move out and Ms. [redacted] should expect her refund in no longer than two weeks.
Final Consumer Response /* (2000, 12, 2015/11/30) */
Final Consumer Response /* (2000, 5, 2016/07/15) */
Hello,
I just received an email from the company regarding my complaint with them and they said they are happy to address my concerns. It took a lot of time and threats of complaints but I may get this resolved. So, I would like to drop...
my complaint or mark it as resolved.
Thank you,
Initial Business Response /* (1000, 11, 2014/09/11) */
Initial Consumer Rebuttal /* (4200, 18, 2014/10/02) */
it seems that I missed the time limit, however this issue has not be resolved, while out if town 9/22/2014 a notice was placed on my door again asking to gain entrence...
for an inspection , as I was out of town I do not know if my rights to pricevcy were volited. as far someone accusing my son of smoking illegal drugs. is not true as my son was not on the premise on the date or time that the witness claims. as far as my unit being clean I have been told that the mange has to inspect the grout on the counter tops. or that I should not have dishes in the sink. there is no longer a pet in the unit however a pet depoist was paid after being harreassed and threatened with having to replace the carpert in the entire unit.
I am not happy about how I am treated
as far as the cars being parked all over , this still happens on a daily basis. and continues to happen.
it is interseting to me that the day after you closed this case, I get a notice to enter the unit for inspection.
I am being treated unfairly and will continue with this case.
Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@royaltmanagement.com
First of all I would like to say that we are not trying to rob anyone. We are charging for damages to the unit according to how...
the apartment was left and mostly due to pet urine. I spoke to the other resident of the unit, [redacted]. She was upset that she hadn't received the move out statement from us. She never gave us a forwarding address to mail it. So we took it upon ourselves to email the statement so that she could get it quicker rather than trying to mail it across country to her. I know that she transferred units with the previous company and they didn't charge her anything for damages. I can't speak on that because I don't know if that is their policy when someone transfers, but there was definitely damages to the unit when they recently moved out. I asked [redacted] to put her complaints in writing and I would respond back to her in writing so that I can investigate her claims. She never did that. I was more than willing to look into her claim. We have documentation from the carpet cleaning vendor that her pet urinated on the carpet. We charged her for the clean up of the carpet, but decided to credit that charge back to her once we were unable to find out how old the carpet was. It is difficult for us to determine the age of the carpet since we have only been managing the complex for just one year. On May 8th a confirmation of the residents' notice of intent to vacate was given to them. It clearly states that they have the right to a pre-inspection and to be present for a move out inspection, but they have to schedule an appointment for that. They moved out a month later and never contact the staff to do any kind of inspection of the unit. That is unfortunate because the staff would have pointed out the items that were not cleaned and the obvious pet damage to the carpet. I would also like to mention that these residents never said they had pictures of the condition of the unit when they moved in and moved out. I would have asked for them so that I can try to help them. The move in inspection does not state that the unit was dirty when they moved in. Included in the move out statement was a the contact information of the vendors that are used to clean, paint, etc. so that they could call to verify that the work was done to their unit. These residents don't understand that there is a process in providing the move out statements. The staff delivers the statement to our corporate office. They are only allowed to come 2 times a week. I am a floating supervisor. That means that I come into our corporate office 2 to 3 times a week. Part of my job is to check off on the move out statements and then I give them to our receptionist. She then gives it to the bookkeeper to input the charges or credits into our system. Then it gets mailed. We already credit back $970 to these residents. I am sure they did not have time to clean since they were in a hurry to move. I feel the $150 for sealing the floors to get rid of the urine contamination was necessary due to their pet damaging the unit. They probably would have received a refund from us if we didn't have to remedy the pet damage and if they had paid for their last months rent. I would be more than happy to look at any pictures that they have to see if there is something else I can do about the cleaning fees, but I feel strongly about not crediting the fee to seal the pet urine floor.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start by saying that I did indeed give a forwarding address to Providence Pointe. I did speak to Liza and she told me it was in my best interest not to go through the Revdex.com but to instead address my concerns to the office at Providence Pointe. I told her I should not have to do this as the charges are unfounded and we are being taken advantage of. However, I contacted the office and from that point on, [redacted], told me she would be in contact with her supervisor [redacted] with [redacted] T). This is why there was no further direct contact (I copied an email to you) made to Liza as I communicated from that point on with [redacted] by way of email. I have these emails if you would like to see them. I copied Liza on my emails and at no time did she respond that I needed to contact her directly. If you wish to do business the way you suggested, it will be in your best interest to let the office at Providence Pointe know how you wish to communicate with residents on the move out complaints. You credited us for the charges to carpet after realizing you had no idea how old the carpet was. There is no rationale behind us being charged for sealing on flooring that we are not even being charged for. Liza, you know good and well that I mentioned to you on the phone that I had pictures. You in no way responded that you wished to see them at that time. That was when you responded to my desire to go through the Revdex.com by saying it wasn't in my best interest to do so. We gave our 30 day notice to Providence Pointe and at the time we were cleaning up and moving out, I told them our daughter in law in Louisiana had stage 3 lung cancer and we wanted to leave early morning to travel cross country. The office staff told me to go ahead and leave the keys in an envelope and put in drop box, as we did. We do understand that there is a process in moving out and being provided a statement. We were not provided one in a timely manner. The added information regarding your staffing should in no way ever negatively affect a resident. My last email to [redacted] was responded to by her, saying she would get in touch with you concerning our further issues we had with the remaining bill. I never heard from ANYONE again. This left me no alternative but to go through the Revdex.com to get this resolved. Please do not ASSUME that we did not take the time to clean. Please see enclosed pictures that were taken on move out. I have always done this for protection and am so glad at this particular time I have them.
Final Business Response /* (4000, 25, 2015/10/26) */
I am happy to see that we are able to come to an agreement. I will do a revised statement to reflect your new balance due. It may be confusing to the consumer, but the way it is written is the way that I will need to do it in order for the correct balance to show. Thank you.
Final Consumer Response /* (4200, 27, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we agree to an amount to put this ordeal behind us, we must see the final statement drawn up by Liza in order to accept it. The fact that she is suggesting it will be confusing to us leaves us to question how exactly she plans to close this out.
Initial Business Response /* (1000, 5, 2015/10/02) */
On July 29,2015 I received a phone call from you expressing to me how you were having issues with your neighbor and wanted to vacate by August 1,2015. You also stated how you did not feel that a 30 day notice should be required of you...
because you were afraid of your neighbor and your safety. When I asked why you were afraid of your neighbor you began to explain to me the events that took place.
You told me about the incident that took place on 6/10/15, with your neighbor playing loud music, and that you went and talked to management and we served him with a notice. After the notice was served all music had stopped playing and everything was fine. At that time your neighbor approached you and asked if you could talk to him any time he is doing something that bothered you. Your neighbor believed you guys could work it out and not have to involve management. At that time you agreed with him and said you would talk with him first before going to management.
When the 2nd issue started to happen with your neighbor drinking by his car, you decided to approach him and not speak with management. You asked him to stop drinking by his car because you have small children and you don't like that type of behavior. At that time your neighbor agreed and took it inside. A few days later when you came home he was drinking again by his car and you re-approached him, but the issue was not resolved. MANAGEMENT WAS NOT CONTACTED ABOUT THIS ISSUE.
You further explained to me about the incident that happened that past weekend, with your neighbor drinking outside and ringing your doorbell. How you went outside to approach him and that he looked like he wanted to fight you.
During our phone conversation I did explain to you how we did receive a courtesy patrol report of the incident and how we did take action, because this type of behavior is not acceptable and against our Rules and Regulation. I apologize for you having to deal with your neighbor's behavior but since we were not notified about all issues concerning your neighbor we could not take action sooner.
During our phone conversation we did discuss how it is California State Law to provide a 30 day notice to terminate the rental agreement contract and how you would be responsible to pay through your 30 day notice. I also explained to you that even though you are responsible to pay for the next 30 days you did not have to continue living in your unit. I further explained that if you did vacate and return keys to us we would do our best to re-rent your unit so you would not have to pay a full 30 days of rent.
On July 29,2015 you went to our manager's office and submitted a 30 day notice. On August 3, 2015 you returned keys to management. After completing the turnover to the unit management was able to re-rent your unit, and a new resident moved in on August 12,2015.
On your move out statement we only charged you for 11 days of rent for the month of August, totaling $293.26. Management charged a pro-rate late fee for the month of August of $29.32, since you failed to pay your last month's rent. Management hired a professional carpet cleaning vendor to clean the carpet. He stated the carpet had urine damage and advised us to replace. In turn we charged you $65.00 for treatment due to the urine damage in the concrete.
You mailed us a letter after receiving your move out statement because you did not agree with the charges. I called you with the number you provided us in the letter on 9/9/2015 to discuss your move out statement, I listened to you again as to why you felt you did not owe the 11 days of rent in August, the late fee or the urine treatment to the concrete. Since we did appreciate your residency at our apartment community and we wanted the matter to be resolved, I agreed to credit you back the charges for 11 days of rent, late fee and urine treatment to the concrete. We discussed the total credits back were going to be $387.58, and a refund check would be issued to you in the amount of $110.27. You thanked me for understanding and asked if this would hurt your chances renting with us in the future. I told you it would not, that our company is just happy we could resolve this matter.
On Friday 9/18/2015 I received a call from you in regards to you not receiving your refund check, you were very upset and felt it was taking to long to receive the refund. I explained to you that the paperwork has been submitted and you should be receiving the refund any day. You started threating me that it was not to late to take me to court. You started saying how we are a horrible management company and how ridiculous all this is. I then said if you don't receive a check within the next few days to give me a call back and we could put a stop payment on it and reissue you another check.
After further research are records indicate a check was mailed to you on 9/17/15 and it cleared our account on 9/21/15.
As always we strive to meet the expectations of all. As a company we pride ourselves on prompt payment of any amount owed on our behalf. We apologize for any inconvenience we may have caused you.