Southwind Village

Initial Business Response /* (1000, 5, 2015/06/15) */
First, I would like to apologize to [redacted] and [redacted] for the poor experience they had with us. We never want any of our residents to have a poor experience. Although I have only been the manager here for a couple of months, if I were aware...

of their issues I would have been as proactive as possible in addressing them in a timely manner. They had unfortunately already had their notice to vacate in before I started. When looking at their notice to vacate, it was stated that the reason for leaving was due to home purchase, so reading that document would not have me assume there were any issues in regards to their rental experience. In regards to their claim of my untimely response, [redacted] and [redacted] had originally sent a message on Saturday, May 30th asking for a response. I was not working on that weekend and therefore did not respond on May 30th or 31st. [redacted] and [redacted] claimed that they had to reach out to me due to my inability to respond. We spoke on Monday afternoon which was my first day back in the office. I had [redacted] and [redacted]'s request recorded and did plan to respond to them that day, however I was not given the chance to as [redacted] had called me that Monday afternoon. When speaking with [redacted] I had informed her that I had already had their full lease abandonment fee charged up and the file sent to my corporate office, which was true. I had also mentioned that this process would have been a lot smoother if I had heard of their intention to recover some of their lease abandonment fee prior to their physical move out. They had known the lease abandonment fee would be due for the two months prior.
[redacted] and [redacted] contacted our corporate office and spoke with the Area Director of Southwind Village. The Area Director had given me direction to refund the $500 [redacted] and [redacted] had requested. I unfortunately had not gotten to respond to [redacted] and [redacted] as I was in Chicago from June 5-8. On the morning of June 9th I sent the email to [redacted] and [redacted] which I attached for your review. I apologized for not responding on Monday as I was not available, and that Southwind Village planned to honor their request of refunding $500. Their check was issued that day, June 9th and that incluided their deposit refund as well as the $500.
I hope that Southwind Village granting the request for $500 will show good faith on our part. If there is any additional information needed I am more than happy to provide it. Thank you for your time.
Sincerely,
[redacted]
Property Manager