Simpson Property Group, LP

We regret that *** *** has an adverse opinion of his leasing and renewal experience, but Studio LoHi is abiding by our policies and practicesMarket rate for an apartment is ever changing and cannot be predictedIt is not our practice to quote potential future rates to prospects or current residentsWe can only inform them of the current rate for the apartment We let *** *** know we would evaluate any documentation that did not align with our current stance, but he was not able to provide anything contraryOur offer to *** *** stands, but it will be the only offer we make for an amicable resolutionTell us why here

At this time we will not be making any upgrades or replacements in our community to accommodate the complainantAgain, we would like the complainant to review 18(b) of the complainant's lease, titled "No Duty to Provide Noise-Free Environment: Inherent Part of Multifamily Living"We also are still willing to let the complainant out of her lease without penalty if she is unhappy

Initial Business Response /* (1000, 6, 2015/06/08) */
Since receiving this compliant, we have attempted several times to reach the residentWe would like to address her concerns as soon as possiblePlease have her contact the office at (XXX)XXX-XXXXThank you
Initial Consumer Rebuttal /*
(3000, 8, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not attempted to call or come byWe did have wrong number MONTHS ago and changed it with *** in front officeStill no one has come to fix fanI was very specific in my complaint and still no answersMy fiance is home everday with our son and no one has come to our apartment or calledWe even have caller ID and no one has called
Final Business Response /* (4000, 10, 2015/06/15) */
Members of the service team went to the apartment and spoke with the residentAt the time of their visit the resident would not give them permissions to complete the workThe resident indicated that they would call the office and confirm a time for the work to be done

It has been determined by the Community that in order to resolve this matter completely they will issue a refund for the remaining balance. This information has been communicated to the resident via email on this date

Complaint: ***
I am rejecting this response because:I submitted documents that adiquately justified my income and the source of my income that brought my total over, which still was not taken offWhile I understand that amount was inputted before, the income requirement was met after the submission of my bank documents and pay stubs (proof of income)If the company did a further thorough review, the unit would have been leased out to me as promised
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: December 17, 2015: Assistant Manager, *** ***, advised that he "added but then removed the break lease fee from [my] account." February 15, 2016: *** *** conducted the move out inspection to my unit and signed the inspection form acknowledging that my unit and account were in good standing(I have this in writing.)February 15, 2016: Upon completion of the walk-thru inspection, *** *** advised that everything looked good and that I would get my deposit back(this is recorded.) April 9, 2016: *** *** sent an email to me on April 9th claiming that he informed me of this fee on several occasions including my move-out date He did not This is not factual, in fact, its fraudulent.Had *** *** reinstated the break lease fee to my account, or informed me that a fee was due during my final walk-thru, it would have been addressed Instead, he approved and signed my move-out inspection form. February 15, 2016: My account reflected a $balance due(This is documented.)May 2, 2016: Studio LoHi advised [via email] that they failed to provide [me the tenant] notice of an outstanding balance prior to involving a debt collector They deem consideration of the lease addendum sufficient to justify their actions I consider the handling of this by Simpson Property Group LP to be egregious and an abomination to good and decent client relations I was a good tenant, paid rent on time, surrendered my unit in excellent condition, and closed my account with a $balance due I wish to resolve this without involving a debt collections agency, and request the following:Studio LoHi/Simpson Property LP remove the debt from Debt Collections and send me a final account statement invoice, and provide a written response within business days Otherwise, I will escalate my complaint to relevant governing bodies in the State of Colorado Sincerely,*** ***
I am rejecting this response because:
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my original complaint, *** ** *** management NEVER discussed ANY costs associated with the bed bug exterminations or our financial responsibility for themOn 3/20/*** *** sent me the *** *** BB Checklist via e-mail (included in this rebuttal)In mid April I met in person with *** *** at the *** office and she NEVER discussed any associated chargesIn my final discussion with *** *** there ISN'TANY mention of fees - *** ***
The first time I realized we were being charged was upon receipt of a demand for payment letter from *** *** *** via U.Smail four months after vacating the apartmentAt the time I had no idea what my husband and I were being charged forIn fact, when initially speaking with the person at *** *** *** she had no badocumentation and couldn't convey what the *** fees were forShe surmised it had something to do with a "mospecial."
Included in this rebuttal is the invoice document packet submitted to *** ** *** from *** ***In examining all tendered invoices there is a singular extermination fee of $for the three treatments of our former apartment 41-*** *** *** sent the packet to meIn reviewing there is one fee billed for ALL THREE exterminations (3/20; 4/8; 4/27)$was invoiced NOT $as *** ** *** is trying to extort from us
My husband and I lived peacefully in Simpson Properties for thirteen years - five years at *** * *** *** in Superior and eight years at *** * *** in ParkerIt is beyond our comprehension why *** and *** have acted in what we consider to be a devious an extremely unethical manner, especially after we spent thousands of dollars on this AWFUL, PERSONALLY CATASTROPHC episodeA negative event permanently injuring my husband; In our strong opinion turning this TERRIBLE incident into a profit center/revenue stream for Simpson Properties is the epitome of evil, fraudulent behavior
The only acceptable resolution is for *** ** *** to negate the charges with *** *** *** for the erroneous, in our ardent opinion, fraudulent expense and to instruct them to remove all negative, related items from our credit report
My next step will be to send all related documentation to the Colorado Attorney General's, Consumer Protection Agency/Consumer Fraud Division, DOLA, the National Consumer Law CenterI also intend to contact Wants to Know; Brian Mass at CBS and Fox Problem Solvers
*** ***

Since the original compliant was filed we have changed the amount owed by the residentThis is the only concession that we are willing to make

The complainant is not a resident (she is the girlfriend) of the resident of the Community. Complainant did, however, apply to reside with the Applicant-Resident and it came back as denied. Management does believe that Complainant is residing in the apartment
unlawfully.There have been many issues and problems since the resident has resided in Unit 725. It is believed that resident has had unauthorized occupants as well as pets. Further, he does not follow the policies as it relates to storage, paying of his rent and AUM (utilities) in a timely manner. Although the management office has attempted to communicate with the resident he does not respond until a stern notice has been sent to remedy the situation. Although service requests have been made by the resident, he does not allow the maintenance team into his apartment to complete those work orders. In April of he has indicated to the staff that he travels a great deal and that his girlfriend has a key to the apartment. Although this information was given to the staff in April the maintenance team is still not allowed to go into his apartment.Attached for your convenience are the following documents to support our position: 1) AUM Notices; 2) Storage Notices; 3) Demands for Rent-Compliance or Possession and 4) Work OrdersWe are happy to provide copies of correspondence which include: Move-Out Notice Form; day notice to vacate dated July 8, 2016; Renewal letter dated April 25, 2016; notes from conversation with resident on April 13, 2016; and Renewal letter dated April 25,

To further reiterate, the management team was notified of the disturbance that Complainant was experiencing and was taking the necessary steps to communicate with the neighbor, to create awareness and give the neighbor an opportunity to correct their behavior. Once the opportunity passed and the issue continued, management sent lease violation letters and then eventually a demand for compliance. During that timeframe, the neighbor failed to pay rent and the management team was able to process eviction and remove the resident from the community. The building does have onsite security and they did honor the Complainant’s request to have the courtesy officer posted at the unit each night once the situation escalated to that being necessary. On numerous occasions, the Complainant has been educated that he needs to communicate with the on-site team directly, however has refused to do that continually The apartment community, TwentyOneon Market, has upgrades and improvements in-progress. This has been shared via resident correspondences, i.e7/7/& 7/29/16. Out of apartment homes, the office received no other complaints about this specific painting project and are sorry to hear of the impact it has had on this individual resident. The painters have been professional, were only briefly in front of any residents door and they post appropriate wet paint signs before & during the work performed. There have been approximately 3-painters working, at the most, at any given time. There are units on the Complainants’ floor level, therefore blocking very little of the hallway while working. During the painting project, the vendor experienced an issue with reinstalling light fixture, which triggered the main 3rd floor breaker to trip causing out of the lights to go out. This lighting issue occurred on Tuesday 8/31/16. A variety of technicians reviewed the issue with customary diligence and the final resolution was determined and the issue was corrected on Tuesday 9/6/ The Complainant acted with misconduct by walking past the office team, barging directly to the manager’s office, while other business was being conducted. The manager stopped the conversation that was in progress, to grab a maintenance tech, to assist the Complainant with his maintenance orientated question prior to closing the office door in order to finish the private conversation that was occurring when he approached the manager’s office. The manager corresponded with the Complainant, after the fact, to ensure the resident is aware, moving forward, to properly check in with the office when he arrives and not interrupt business. Complainant has also been informed previously, that the onsite management team is the proper avenue to communicate with Simpson Housing and that the V.P.’s are not the appropriate contact for TwentyOneon Market The community has addressed and resolved the reported issue within a reasonable amount of time

We are sorry that *** *** was disappointed in her experience living with usHowever, we have looked into the move-out charges she received and have concluded that they were justifiedAfter *** *** moved out we found that the carpet was damaged and needed to be replacedWe have
documentation of the last time the carpet was replaced and due to the damages, the carpet cleaning company that we contract for this service recommended that the carpet be replacedThe complainant was sent a copy of the invoice as well as an estimate from the carpet cleaning company for the replacementThe $pet fee the complainant is referring to, is a fee we charge in order to allow a pet on our property and is not meant to apply to damages caused by the petWe do not state in our leases that this fee will be applied to damages, as this is a fee and not a depositIn regards to the complainant’s issues with her neighbor, while we try to mitigate disputes and aid in a resolution, we cannot force residents to complyIn this case, we tried to work with both *** *** and her neighbor to come to a resolution, however, we never gave any of the complainant's personal information out during this processAgain, we apologize for any inconvenience that *** *** has experienced, however, after reviewing the situation, we will not be adjusting her final bill or reimbursing her for any rent

We're sorry that the complainant is unhappy with her experience at our communityHowever, this issue has since been resolved, as the complainant paid the amount owed and their account has been canceled with *** ***Please note, that since the complainant has paid the amount owed in a
timely manner, this will not affect her credit

We are sorry to hear that Mr*** is not happy with our attempted resolutions of this situationHowever, we have addressed all of his service requests to the best of our ability, first by removing the exhaust fan in his restroom and blowing the line from the insideWhen we did this, there were
no birds on the inside of the ventWe also rented a lift to address his open vent flapper twice, both times closing the flapper and addressing Mr*** concernsMr*** last service request was about a different concern, during which we personally met with Mr*** and explained to him that his happiness is important to us and made an effort to address any of his remaining concernsHe told us that at that point, everything had been addressedWe also offered to allow Mr*** to transfer to another apartment of his choice, which he declinedWe also gave him the option to get out of his lease contract, however he chose to continue his stay in his current apartmentTherefore, we feel we have done everything we can to address Mr*** concerns at this time

(The consumer indicated he/she DID NOT accept the response from the business.)
My husband and I are still just in extreme disbelief of the unbelievable vile, nastiness of the fraudulent act the management of *** ** *** tried to get away withWe have turned the matter over to our family attorney and will send EVERYTHING to the senior management of Simpson Properties in California as well as the relevant authorities in ColoradoWe will be seeking relief through the court system in the near futureThanks very much to the Revdex.com for your assistance with this unfortunate matter

We have come to resolution with the resident and have agreed to credit the complainant for half of the towing amount. We apologize for any inconvenience. We have implemented the current parking policies in an effort to detour crime and to offer a more secure setting in our parking
garageWe hope that you can understand our desire to provide great service to our residents, while enforcing policies that provide a level of comfort to our residents when using our parking garage

Complaint: [redacted]
I am rejecting this response because:Studio LoHi's response to the Revdex.com skirted the issue entirely. I was told by the woman whom rented me the apartment, who at the time was an employee of Studio LoHi and acting on behalf of them and Simpson Property Group, that my month to month rate for a period of 2 months following my 3 month lease would not exceed $1920.The "compromise" that Studio LoHi speaks of is a 1 month extension of my $1920 rate, with one major caveat - a notice of non-renewal slapped on my door. They basically said "sure, we will honor the price that you were promised by [redacted] for 1 month, and after than one month extension, you will be forced to move out entirely." Studio LoHi is commiting consumer fraud in compelling their agents to make verbal contracts, to which they have no intention of adhering, in order to get residents to sign leases.
Sincerely,
[redacted]

We are sorry that the complainant has been unhappy with her experience at our community and we apologize for any miscommunication or misunderstanding. At this time, we have spoken with the complainant's husband and our Regional Manager has reached out personally to Ms. [redacted] in order to work...

towards a resolution. Again, we are sorry to hear about these issues and we hope we can work with the complainant to solve them soon.

Complaint: [redacted]
I am rejecting this response because:Studio LoHi is once again skirting the issue entirely. I signed my lease on the pretense that the same rate would be available for a period of two months after my lease expiration. I was very explicit about the circumstances of my short term needs, and the communication surrounding my extension options not exceeing $1920/month for a period of two months were very clearly communitcated to me by [redacted]. I specifically asked her if I needed anything in writing, and she told me that would not be necessary. Fast forward just one month, and [redacted] is no longer working for the company, and the existing representatives are are denying any involvement or wrongdoing. This is a classic example of a bait and switch scam. I am beginning to question whether or not Sarah was complelled by the upper management of Studio LoHi and Simpson Property Group to make verbal agreements with potential residents during their lease signing, only to move on and leave existing management to deny the existence of any such agreements. Given the lack of compassion and formulaic responses given by Studio LoHi and Simpson Property Group, I believe that this fraudulent activity is business as usual.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/05) */
The individual that came into the office to make the initial complaint on 10/23 was not [redacted], it was a male representing her. He is not a resident and is not listed on the lease. The individual's situation was taken seriously and...

addressed in a professional manner.
We have been instructed by [redacted] that any time there is discoloration in the water, to instruct our residents to let the water run for a minimum of 10 minutes to flush out the system, as sometimes work that [redacted] does on the water lines or wells affects the color/clarity/odor of the water here on site.
Our leasing consultant and service manager were the primary staff members who addressed this person's complaint:
The gentleman was instructed to try this flush method to clear up the lines, and said that he had been told to do this before, but it was not effective in resolving his issue.
At hearing this, [redacted] took this man into his office and discussed possible causes of the water clarity issues, and also informed him that it is well water, not [redacted] and we did not have any information as to why his water would have been affected that specific day.
Around this time, they realized that this individual was not on the lease, and he was informed that we would be happy to discuss [redacted] guidelines regarding water color/clarity, but we could not discuss anything regarding the apartment with him, as he was not on the lease. Our staff informed this man that we would contact the resident regarding this issue and follow up with them directly.
The gentleman became noticeably upset the more the conversation went on and started threatening legal action and "media/social media smearing" (exact words were "the internet is a big world and can do a lot of damage"). It was at this time that our leasing consultant stepped in and informed this man that if he wanted to pursue that route that we would no longer be able to speak to him regarding this situation. He then asked for his business card and left the office.
He returned a few minutes later, and had our service manager address the resident via phone. She provided us with permission to enter the home, and our service manager along with another member of the team went over to the home. They flushed the hot water heater, and ran water through the lines. They said they saw noticeable improvement in the water clarity, but it was still not 100% clear.
They provided the resident with a copy of the [redacted] guidelines/FAQ's regarding water color/clarity/odor to try to help answer any questions they had and alleviate any concerns as well. I have attached a copy of what was provided to the resident.
Initial Consumer Rebuttal /* (3000, 14, 2015/12/09) */
I received a notice on my door, stating that I was in violation of my lease, for an unauthorized occupant, this claim is completely unfounded. There is no one else, other then myself and children living there. I feel this was in retaliation to my Revdex.com complaint I filed.
Final Business Response /* (4000, 16, 2015/12/15) */
The manager spoke with the resident and explained that the office had received a complaint. Management looks into every complaint. The resident explained that the only other adult that is in and out of her apartment is her children's father. The resident assured that he was not living in the apartment. The manager thanked her for the follow-up and removed the notice from the file.

This matter had been settled between the Community and the resident on Tuesday, December 20th.  The refund was overnighted to the former resident and matter has been settled as shown by the attachment.