Somerfield At Lakeside

Review: My complaint is against FPI Management, specifically with regards to the property Somerfield at Lakeside in Elk Grove, CA. I lived on the property from June 2011 to May 31 of 2014. I've lived in the specific apartment in questions for 24.9 months. I've been an upstanding tenant and never had issues with the property management until recently. We paid a $500.00 deposit upon moving into the apartment. Upon putting in my 30 day notice, attached was a document describing what needed to be cleaned within the apartment before leaving the property. I reviewed the document and it stated that after 12 months, we would not be charged for the cleaning of the carpet. With this information, I did not have the carpets cleaned upon leaving the apartment. A couple days ago, we received an $84 check and a statement saying that we were charged $155.00 towards carpet cleaning. My husband called the office to inquire about the charge. He spoke with a man named [redacted]. [redacted] was very defensive, continually spoke over my husband and accused him of "neglecting to read the documents provided." He also sent my husband three pictures of the same area of carpet claiming heavy cleaning needed to be done, thus we were charged. He told my husband, [redacted] that he gets these type of complaints everyday and that he's used to it but it's not their fault and that it's not like they are going to make any money from this. I also called the office and left a voicemail documenting the poor customer service my husband received a requested a call back. I received a voicemail later that evening from the acting manager, [redacted]. She did not apologize for her employee's behavior. She defended their stance and said that normally, after 12 months, the carpet would be free but due to heavy cleaning, they had to charge us. I returned [redacted]'s phone call and left a voicemail requesting a call back from her manager. The documents provided to us said that after 12 months we wouldn't be charged and there was no information provided saying that they would override that policy should heavy cleaning need to be done. Had that information been provided, I would have cleaned the carpets upon moving out. They could be charging everyone for carpet cleanings upon moving out and calling it "heavy cleaning". Also, how do they decipher what is heavy or light cleaning? Is it at whoever's discretion? I want the money we were charged to have the carpets cleaned back. That's what their policy states should have happen, that's what I went by when considering the cleaning of the carpets and that's what they should stick to regardless of how light or heavy the carpet cleaning may be.Desired Settlement: I want the money we were charged to have the carpets cleaned back. That's what their policy states should have happen, that's what I went by when considering the cleaning of the carpets and that's what they should stick to regardless of how light or heavy the carpet cleaning may be.

Business

Response:

I was made aware of the [redacted]'s carpet cleaning dispute on 06/20/14 by my assistant, [redacted]. He had told me that he had spoken to [redacted] and explained to him that a carpet cleaning which does not exceed normal wear and tear would not be charged the if the resident lived in the unit for more than 12 months. Anything exceeding the normal wear and tear is charged to the resident regardless of how long they have lived in the unit. The full amount of cleaning was $155.00 and they were given a credit of $70 which is the charge for the normal cleaning. They were actually only charged $85 for the carpet cleaning. The heavy cleaning charge is decided by a professional carpet vendor who does all of our carpet cleaning.