Thank you for bringing this matter to our attentionWe are always disappointed when a customer is unhappy with us or feels they have been
mistreatedPlease allow me to respond as best I can to the "Customer's Statement"Mr*** stated: " I asked could I bring in the canned goods and the application to see If I was approved they told me no I have to have the money too."
Response: It is correct that in order to apply for an apartment at Horizons, the application must be accompanied with the application fees and the depositIn Mr***'s case, the $fee was being waived due to a can good collection promotionMr*** was therefore responsible to tender $for his deposit and $for a cleaning feeTotal: $to which he refersMr*** stated: "I told them I was practically homeless..."
Response: Mr*** completed his application indicating that he earned $30,per year and has since August of Mr*** stated: "They said they only had two bedrooms available that was on Friday."
Response: Our vacancy report shows there were one bedroom units available at the time Mr*** appliedA copy of the vacancy report is included with the attached documentsI do not know exactly what was said but in reviewing the application, the bedroom unit price was noted on the bottom for Mr*** as if he was trying to decideMr*** stated: "they never said they were open on the weekend so I waited until Monday on my day off because I found a different place to live"
Response: Office hours are clearly posted to include weekend hoursThat information is also readily available on the web site or by calling the officeOur paper work shows that Mr*** changed the unit applied for from a two bedroom to a one bedroom on Tuesday, December Supporting documents attachedMr*** stated: "they told me I either rent from them or I won't get my money back"
Response: In the event of a cancellation of rental, full deposit is returned if the cancellation occurs with days of the application, after that time a cancellation fee of $is chargedOur records indicate that the apartment was not cancelled by Mr*** but rather cancelled by Horizons when Mr*** did not show up for his move in date of 12-15-The terms of the application fees and refund of such is printed in the body of the applicationDocument attachedMr*** stated: "they cashed it that Friday and sent it to corporate"Response: The deposit slip for Mr***'s $was completed on Friday, taken to the bank on Saturday and deposited by the bank on Monday, 12-8-It is the policy of Barrington Group Incthat money be deposited immediately upon receiptAny refunds will be processed at the corporate officeI am sorry that Mr*** is unhappy with the fees that were retained, however, as I research the documents, it appears that the cancellation fee of $was properly retainedThe cleaning fee which is retained only if the unit is occupied was returned to him on January 5, I have attached all the documents relating to Mr***'s transaction with Horizons for you to reviewI trust you will reach the same conclusionShould you have questions or require further information, please feel free to contact me directlySincerely,
*** ***
VP Barrington Group
Thank you for bringing this matter to our attentionWe are always disappointed when a customer is unhappy with us or feels they have been
mistreatedPlease allow me to respond as best I can to the "Customer's Statement"Mr*** stated: " I asked could I bring in the canned goods and the application to see If I was approved they told me no I have to have the money too."
Response: It is correct that in order to apply for an apartment at Horizons, the application must be accompanied with the application fees and the depositIn Mr***'s case, the $fee was being waived due to a can good collection promotionMr*** was therefore responsible to tender $for his deposit and $for a cleaning feeTotal: $to which he refersMr*** stated: "I told them I was practically homeless..."
Response: Mr*** completed his application indicating that he earned $30,per year and has since August of Mr*** stated: "They said they only had two bedrooms available that was on Friday."
Response: Our vacancy report shows there were one bedroom units available at the time Mr*** appliedA copy of the vacancy report is included with the attached documentsI do not know exactly what was said but in reviewing the application, the bedroom unit price was noted on the bottom for Mr*** as if he was trying to decideMr*** stated: "they never said they were open on the weekend so I waited until Monday on my day off because I found a different place to live"
Response: Office hours are clearly posted to include weekend hoursThat information is also readily available on the web site or by calling the officeOur paper work shows that Mr*** changed the unit applied for from a two bedroom to a one bedroom on Tuesday, December Supporting documents attachedMr*** stated: "they told me I either rent from them or I won't get my money back"
Response: In the event of a cancellation of rental, full deposit is returned if the cancellation occurs with days of the application, after that time a cancellation fee of $is chargedOur records indicate that the apartment was not cancelled by Mr*** but rather cancelled by Horizons when Mr*** did not show up for his move in date of 12-15-The terms of the application fees and refund of such is printed in the body of the applicationDocument attachedMr*** stated: "they cashed it that Friday and sent it to corporate"Response: The deposit slip for Mr***'s $was completed on Friday, taken to the bank on Saturday and deposited by the bank on Monday, 12-8-It is the policy of Barrington Group Incthat money be deposited immediately upon receiptAny refunds will be processed at the corporate officeI am sorry that Mr*** is unhappy with the fees that were retained, however, as I research the documents, it appears that the cancellation fee of $was properly retainedThe cleaning fee which is retained only if the unit is occupied was returned to him on January 5, I have attached all the documents relating to Mr***'s transaction with Horizons for you to reviewI trust you will reach the same conclusionShould you have questions or require further information, please feel free to contact me directlySincerely,
*** ***
VP Barrington Group