Spectrum Realty Group

To Whom It May Concern,

Ms. moved into Enclave at Prestonwood 04/12/2020. Ms. called the office and stated her apartment was not up to her standard when she moved in and submitted service tickets for items she wanted to get done. The items were as follows: her tub was clogged, lining around the tub needed to be re-sealed, the stopper needed to be replaced and her blinds were falling down. She also reported to the office that she suspected bed bugs in her unit. The Property Manager apologized that the unit did not meet her expectations and offered Ms. complimentary housekeeping. She declined the cleaning and the service tickets were put into the system and scheduled and pest control was called to inspect her unit.
On May 7, 2020 Ms. sent an email to our customer service email:
I NEED TO SPEAK WITH A DIRECTOR, MANAGER, OR SUPERVISOR. I HAVE CALLED AND LEFT A MESSAGE AS WELL. IF CORPORATE DOES NOT GET BACK WITH ME BY END OF BUSINESS DAY TODAY I WILL BE IN CONTACT WITH A LAWYER AND THE CITY OF DALLAS AS WELL AS TREC, THE APARTMENT ASSOCIATION OF GREATER DALLAS AND CONTACTING THE MEDIA DUE TO LIVING CONDITIONS ON ONE OF YOUR PROPERTIES

I reached out to Ms. on 5/7/2020. She reiterated her concerns regarding her apartment not being ready when she moved in. In addition to her service tickets she had already placed she mentioned there were a few small nails in her wall as well as a few ants in her unit. She also stated that pest control never came to her unit. The pest control log was checked and Ms. apartment was serviced by pest control the week prior and she was on the schedule for a follow up that same week with pest control. Moreover, Ms. accused the staff of allowing her to move into an apartment that was uninhabitable. I apologized to Ms. that her expectations were not met but the issues she brought up did not qualify the apartment as being uninhabitable. By the end of the conversation Ms. made it clear that she did not want to live in the apartment. I gave Ms. the option to break her lease with a 60 Day written notice and to pay a lease break penalty in order to move out early. Ms. was dissatisfied with this option and alluded to her health being at risk due to her clogged drain. She also mentioned that she has no issue with reaching out to the City, TREC, Apartment Association, etc. if we do not come to a resolution that she finds fair. As a compromise I waived the early termination fee and informed Ms. that she can submit a 60 Day notice to vacate and we will consider her lease fulfilled at the community.

I reiterated my conversation in an email to Ms. that same day. Ms. emailed back stating:
"I really appreciate you working with me but I don't think its fair and I still have to give my money for another two months? Then on top of all of this its a little inhuman to ask me to stay here another 60 days with all the issues. I am entitled to all my money back"
I replied to Ms. the next day and stated that we acknowledge that she is unsatisfied with her apartment and the resolution is to allow her out of her lease early, without any negative reporting on her rental history, as well as waiving any early termination fees. I informed her again that this is beyond what we are required to do and is absolutely the best we can offer.

Ms. emailed again on 5/8 stating "You are not practicing ethical real estate therefore seeing that I have everything time stamped and dated from emails to pictures, if we can not agree to this I will be forced to go ahead and contact who I need to from TREC to TAA. I am not settling for these living conditions for another two months and Still have not been here 30 days."

At this point Ms. was becoming more and more combative and continued her threats to reach out to different organizations in an attempt to paint the property, myself and my staff in a bad light. In an attempt to deescalate matters I advised Ms. to submit her notice for 5/30/2020.

So, at this point we have allowed Ms. out of her lease, waived her lease termination fee, shortened her notice period, agreed to refund her deposit in full and assured her we would not report any negative rental history on her record despite not fulfilling her lease obligation to the community.

Despite our best efforts, Ms. was unsatisfied with the resolution we offered. It was clear that unless we gave her a full refund of all rent payments she paid to the property since living there, she would continue to be dissatisfied. Unfortunately, there is no grounds to refund all of her rent she has paid to the community. So that request was denied.

I was on a family vacation and out of the office on the week of 5/25/2020. I received another combative email from Ms. on 5/26/2020 stating: "If a full refund of what I spent on this dirty unsanitary unit is not given back to me you all will be hearing from my attorney! This is insane!"

At this point I let Ms. know that if she does have an attorney on retainer, she needs to send a letter of representation from her attorney to the property. Additionally, I asked that she stop threatening myself and my staff and that I am out of the office so I will not be able to respond again this week due to limited access to internet.

Ms. was unsatisfied with my email and at that point went through on her threats and started posting negative reviews online naming me personally, my position and cutting and pasting my email responses in an attempt to misrepresent our conversations on 5/26/2020. At this point, I stopped all communication with Ms. since, again, the situation was escalating.

We have gone beyond what is required of us in an attempt to come to a resolution with Ms.. She was refunded her full deposit and her refund check was mailed to her forwarding address in June. We wish Ms. the best of luck in her new home.

Sincerely