Schottenstein Real Estate Group

[as you can see by the above documents, is that I was a low risk, and that the eviction was dismissed, however for some bias reason they just did not want to rent to me, now grant it my credit report is not perfect but neither is everyone staying at the grand Polaris, also the ballentine collections is not showing on the amrent nor the cbcinnovis report, I have a full copy of the report, and ballentine was not on that report, they went outside my credit report and digged up information that was none of there businessdigged up information to keep me out of the grand Polaris also I did not get my back that they stated was in the mail To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: Regards, Cassandra Aarons

The customer is always wrong? In regards to the carpet, the employee DID NOT tell us that it was subject to passing another inspections after we moved out and furniture was moved As a matter of fact, none of the dirt marks that Schottenstein referenced were covered by furniture Schottenstein claimed that cleaning did not remedy the stains Where are the "after" photographs that the professional cleaning company did that showed they were not able to remedy it? The condo we just moved into had carpet that had a variety of really bad stains from the former tenant, that a local professional cleaning company were able to take everyone one of them out and you can talk to the owner of the condo if you don't believe me Again, our complaint is that we were never given the opportunity for a $remedy to the situation (professional carpet cleaning) We are only expected to be forced into buying new carpet for the unit Apartments.com has a variety of reviews on The Grand at Florence that agree with us; references to poor maintenance, super slow construction, mud everywhere due to lateness of lawn being put it, flooding, promises of pool opening that was months late (we were told that there was a building permit problem, so I called planning and zoning and they said that that wasn't true) This year we were told by different employees that we should get other residents together and make a formal complaint to the landlord about the broken pool heater, because nothing was getting done At this point, my main worry is that other residents are given no options at move out other than what Schottenstein dictates and in this case, it is very unfair

Thank you for the opportunity to explain the situation The former tenant received a statement of their account on August 2, outlining charges regarding their recent move out The original charges were $for pro-rated rent from July 1- There was also a portion of the carpet replacement charged for $ After the deposit was deducted, the former tenant owed a balance of $229.42.After speaking with the Maintenance Supervisor, he stated that he did inspect the apartment prior to move out to assess if any additional time was needed to get the apartment ready for the next tenant When asked if the apartment “passed” inspection, the employee stated that he cannot make a final determination until after the apartment (and contents) was vacated.Once the final inspection was done, it was determined that the carpet had several black stains in the living area and pet urine in a couple of areas near the patio door The urine had soaked through all the way to the pad so, in this case, there was no way to save the carpet (photos were taken and provided to the former tenant)The cost to replace the carpet was $ When determining charges, we always take into consideration, wear and tear and the age of the carpetWe typically absorb a good portion of the expense, so replacement is a last resort when cleaning does not remedy the problemThis carpet was brand new when the tenant moved in Although we felt the original charge of $was fair, we adjusted it to $to show the tenant that we were willing to work with him The current balance due on his account is now $ We also made it clear that we were not willing to adjust the charge any further.The former tenant also mentioned problems with the pool When the tenant moved in, February 2016, the community was brand new and still under construction We were hoping to have the pool opened by Memorial Day, however, when dealing with new construction, delays are sometimes inevitable The pool opened in early July Our pool does remain open until October, so there was plenty of time to enjoy this great amenity As for the pool heater this past season, it did require a part which was ordered once the problem was detected This did not affect the pool opening on time, and due to the warm weather, the pool maintained a temperature of 80-degrees without the heater The heater was restored by June 26th.In closing, we feel that we have made a fair assessment of the charges regarding this account and will not be able to make any further adjustments Thank you for your understanding

I’m sorry that you felt you had a bad experience at Grand At Polaris.  We take great pride in our communities, our customers and our residents. Customer service is our top priority. I believe there was a misunderstanding regarding the availability of a 2 bedroom.  Currently, we are working...

off of a paid wait list for our 2 bedroom apartment homes.  Please know that our availability can change on a daily basis due to cancellations and 30 day notices received from our current residents.  The job of our leasing staff is to encourage prospective renters to visit our community to see our models and amenities regardless of our availability. This is how we build our waiting list. In your letter to the Revdex.com, you have requested for someone to view your application without bias.  Please understand that your application was processed through a 3rd party for your credit/background report.  When we received this report, the decision result was Applicant Does Not Meet Property Criteria Due to Eviction.  When we spoke on the phone, I had explained that the derogatory history obtained through your credit report was the reason the application was declined. After our conversation on Tuesday, you did state that you understood our decision so I thought we had resolved this matter.  At this time, we are standing by our original decision to decline the application.  Thank you for your understanding.

The document you provided to our office also shows that judgment was granted on 7/23/13. Please understand that it is irrelevant that the eviction was dismissed. To receive a judgment indicates that your rent was not being paid in a timely manner and your file was sent to court for a judge to decide the outcome. Your paperwork also showed a dismissed eviction in 2009.  When you signed your application/authorization request, you gave us permission to verify your employment, credit and rental history.  When reviewing your credit report, we discovered one of the addresses listed was an apartment community(Ballantyne). The rental verification stated your account was not in good standing and that you left [redacted] Apartments in June 2015 owing $2709.22. Unfortunately, your application does not meet our qualification guidelines due to derogatory rental and credit history. As for the return of your deposit, our standard processing time is 30 days.  It is my understanding that the check was mailed out on 5/24/16.  If you have not received your security deposit, please contact our office.  Thank you.

Thank you for the opportunity to explain the situation.  The former tenant received a statement of their account on August 2, 2017 outlining charges regarding their recent move out.  The original charges were $167.67 for pro-rated rent from July 1-4 2017.  There was also a portion of...

the carpet replacement charged for $561.75.  After the deposit was deducted, the former tenant owed a balance of $229.42.After speaking with the Maintenance Supervisor, he stated that he did inspect the apartment prior to move out to assess if any additional time was needed to get the apartment ready for the next tenant.  When asked if the apartment “passed” inspection, the employee stated that he cannot make a final determination until after the apartment (and contents) was vacated.Once the final inspection was done, it was determined that the carpet had several black stains in the living area and pet urine in a couple of areas near the patio door.  The urine had soaked through all the way to the pad so, in this case, there was no way to save the carpet (photos were taken and provided to the former tenant). The cost to replace the carpet was $1064.36.  When determining charges, we always take into consideration, normal wear and tear and the age of the carpet. We typically absorb a good portion of the expense, so replacement is a last resort when cleaning does not remedy the problem. This carpet was brand new when the tenant moved in.  Although we felt the original charge of $561.75 was fair, we adjusted it to $354.79 to show the tenant that we were willing to work with him.  The current balance due on his account is now $22.46.  We also made it clear that we were not willing to adjust the charge any further.The former tenant also mentioned problems with the pool.  When the tenant moved in, February 2016, the community was brand new and still under construction.  We were hoping to have the pool opened by Memorial Day, however, when dealing with new construction, delays are sometimes inevitable.  The pool opened in early July 2016.  Our pool does remain open until October, so there was plenty of time to enjoy this great amenity.  As for the pool heater this past season, it did require a part which was ordered once the problem was detected.  This did not affect the pool opening on time, and due to the warm weather, the pool maintained a temperature of 80-81 degrees without the heater.  The heater was restored by June 26th.In closing, we feel that we have made a fair assessment of the charges regarding this account and will not be able to make any further adjustments.  Thank you for your understanding.

The customer is always wrong?  In regards to the carpet, the employee DID NOT tell us that it was subject to passing another inspections after we moved out and furniture was moved.  As a matter of fact, none of the dirt marks that Schottenstein referenced were covered by furniture.  Schottenstein claimed that cleaning did not remedy the stains.  Where are the "after" photographs that the professional cleaning company did that showed they were not able to remedy it?  The condo we just moved into had carpet that had a variety of really bad stains from the former tenant, that a local professional cleaning company were able to take everyone one of them out and you can talk to the owner of the condo if you don't believe me.  Again, our complaint is that we were never given the opportunity for a $79.00 remedy to the situation (professional carpet cleaning).  We are only expected to be forced into buying new carpet for the unit.  Apartments.com has a variety of reviews on The Grand at Florence that agree with us; references to poor maintenance, super slow construction, mud everywhere due to lateness of lawn being put it, flooding, promises of pool opening that was months late (we were told that there was a building permit problem, so I called planning and zoning and they said that that wasn't true).  This year we were told by 2 different employees that we should get other residents together and make a formal complaint to the landlord about the broken pool heater, because nothing was getting done.  At this point, my main worry is that other residents are given no options at move out other than what Schottenstein dictates and in this case, it is very unfair.

[as you can see by the above documents, is that I was a low risk, and that the eviction was dismissed, however for some bias reason they just did not want to rent to me, now grant it my credit report is not perfect but neither is everyone staying at the grand Polaris, also the ballentine collections is not showing on the amrent nor the cbcinnovis report, I have a full copy of the report, and ballentine was not on that report, they went outside my credit report and digged up information that was none of there business. digged up information to keep me out of the grand Polaris.  also I did not get my 100.00 back that they stated was in the mail...  To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11454492
I am rejecting this response because:
Regards,
Cassandra Aarons