Staples Mill Townhomes

Revdex.com spoke with the business regarding this matterThis customer did not properly set up their account with [redacted] and as such the property was billed for this customer’s power usageThe business pass along the charge they received for their power from [redacted] Once the customer got the account st up correctly they stopped receiving a bill from the business regarding their power because it was coming directly from [redacted] This business has no contract over the billing of [redacted] and is unable to adjust they bill with another companyThe customer was charged service fees for this at the time because they were not in compliance with their lease to have a proper account set up at the time of move-in

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Staples Mill Townhomes regarding complaint ID...

[redacted].
Regards,
[redacted]

Don't waste your time or money on Staples Mill Townhomes. Been here a few months already had issues with maintenance. The apartments are old with a few new elements slapped in. A girl was killed here right after I moved in. Cars are broken into. Office staff is nice but misleading. READ EVERYTHING U SIGN AND ASK QUESTIONS! with rent and utilities I pay over 900 for a 1br no washer dryer no dish washer and roaches present within a week of moving in (they didn't tell me till after I moved in that gas and water were laid separately and charged by the building not by the apartment). To leave a pretty new 2br 2ba that included water server trash gas washer dryer and cable for 980 and come to this is really disappointing. Should have stayed in the lofts. RUN FAR AWAY FROM HERE!

Revdex.com spoke with the business regarding this matter. This customer did not properly set up their account with [redacted] and as such the property was billed for this customer’s power usage. The business pass along the charge they received for their power from [redacted]. Once the customer got the...

account st up correctly they stopped receiving a bill from the business regarding their power because it was coming directly from [redacted]. This business has no contract over the billing of [redacted] and is unable to adjust they bill with another company. The customer was charged service fees for this at the time because they were not in compliance with their lease to have a proper account set up at the time of move-in.

To Whom it May Concern:
I am writing in response to case # [redacted]. Please find our response below.
It is with great displeasure that we part with any of our residents on poor terms. In this case we feel we did all we could to close out this resident's account in a...

professional manner. Please see information below responding to each of his concerns.
The resident's first concern was in regards to the final month's rent payment and the fact that a portion of his final bill reflected charges not covered by the rent payment he submitted. Upon reviewing the bill which was mailed to him the balance due as of February 1, 2014 was $[redacted]. The payment submitted failed to cover this full amount due as it was for $[redacted] resulting in the additional charges being deducted from his security deposit. He indicates several attempts were made to reach our office to discuss these concerns both via phone and email. Unfortunately, we do not have any records of these attempts so we are unable to comment on them.
The second concern was in regards to bed bugs which were found in the home during the resident tenancy. Management performs a bi-annual pest control treatment/ inspection of each apartment home to address any pest issues throughout the community. During the first inspection of 2014 the exterminator indicated there were bed bugs in the resident's home. In response management began treatment at a cost of $125. Management has a methodical way of determining how residents are billed for this treatment. The first step of this process is to inspect neighboring apartments (which was done on the same day this resident's apartment was inspected) to determine if there are similar concerns in neighboring homes. The inspection of the other townhomes resulted in no evidence being found in either home. These findings led management, and the exterminator, to the conclusion they were isolated in this resident's home, and in turn he was billed for the treatment. The resident has requested copies of the invoices for treatment however other homes are listed on this invoice and for privacy reasons we felt it inappropriate to disclose the invoice to him. Our exterminator does complete an inspection/ treatment form for each individual home that is treated and this form has been shared with him. 
The resident called several times inquiring about his deposit refund and on each occasion was advised that his account had not been finalized. The estimate of $[redacted] for his refund was just that, an estimate. It is unfortunate the estimate was not accurate however management felt pressured by his frequent calling so they gave their best guess of what his refund my be.
The fourth concern noted referenced utility charges from January 2014- February 2014. Utility charges are paid 2 months in arrears. This means that residents would make payment for November utilities in January, December utilities in February, etc. On his final rent statement it indicates utility billing was for usage from December 1, 2013 thru December 31, 2013. As a result, upon his move out, the utility charges from January 1,2014 thru his move out date of February 28, 2014 were deducted from his security deposit.
The final concern related to issues with the apartment at the time of move in. It is difficult for us to address this concern as his move in took place over one year ago. It is regretful he was not satisfied wit his home at the time of his move in and had these concerns been emphasized to management at the time they would have been addressed accordingly at that time.
Management has discussed the first four concerns with the resident, both in March 2014 when his account was finalized and most recently on April 4, 2014. We have made attempts to explain the above details to him without success. He has expressed great displeasure with the charges billed to his account however management stands behinds these charges based on the information and supporting documentation as noted above. The resident requests a brief meeting to bring closure to this concern of which we met with him on April 4, 2014 after this complaint was filed. 
In the event you have any questions or should inquire any additional information please feel free to contact us at [redacted] or [redacted]
Respectfully,
[redacted]
Property Manager

Review: I moved into Staples Mill Townhomes in May 2012, and have had the worst experience living there due to maintenance issues that have gone unresolved. The 1st 2 months in there there was a terrible insect/roach problem in which I constantly had to go to the office manager at the time (Susan Butler, who is no longer there) and Property Manager (Tracey B[redacted], who is also no longer there) to address the issue and have exterminators sent out to spray. After about 3 months of constant exterminator visits, they were gone. There also has been a constant parking issue in the complex as there is never a space available near my apartment when I come home at night. I have to always park in a visitor spot if there's one available; more times than not, there is not one available. I've been told for the past 3 yrs that "we are working on it" but nothing ever gets done. There also has been an ongoing issue that I have opened numerous maintenance requests about that has still gone unresolved; When the hot water is turned on from the tub faucet in the bathroom, a black, soot-like substance comes pouring out of the faucet. Several maintenance requests have been opened on this matter and the hot water tank was replaced which did not fix the issue. I mentioned to the manager on occasions about the trash in the parking lot as well as around the dumpster, but that also is never addressed. The ceiling is peeling again, this time in the master bedroom. When I address the issues the office sends a maintenance guy but they just seem to just put a "band aid' to temporarily fix the issue and not completely resolve it. I have also brought this to the attention of your 2nd property manager, in 3 yrs, Trae Burgess and his partner Shannika Parks and now both of them are no longer working on the premises. I have also reached out to the Regional Director Meschelle R[redacted] but my requests were not granted. I have been paying rent at an apartment that has not been up to living standards.Desired Settlement: Due to my concerns have gone unresolved after making several attempts, I am respectfully requesting to end my lease as of Dec. 31, 2015 in which I have already given notice and not be financially liable for rent after that date as I will be vacating the premises on that day as well.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Staples Mill Townhomes regarding complaint ID [redacted].

Regards,

Review: I was a resident at Staples Mill Townhomes from January 2013 until February 2014. I paid a security deposit of $680.00 and have been taken advantage of on my deposit return amount (approx $400 not properly reimbursed). At the end of my stay at Staples Mill Townhomes there were a few circumstances that occurred and left me completely dissatisfied with the office staff/management of the property. First complaint, I called the office numerous times to speak with my leasing agent ([redacted]) in the Richmond office to confirm my final months rent payment amount, and was always re-routed to an out of state answering service located out of state and not able able to help answer my question. After no contact or return call (by [redacted]) I then emailed my leasing agent ([redacted]) a question asking what my final rent payment would be for February. I still received no response, so when time came to pay my February rent I paid the actual amount listed on my February statement that the Staples Mill leasing office provides to their tenants. When I received my deposit return, Staples Mill deducted for a "month to month" pro-ration for February, and even $34 for 1day in January, when I was still on the 1yr contract agreement. I would have happily paid this upfront if I would have known! Second complaint, a month before my lease ended I was told by the leasing office I had "bed bugs" after a scheduled pest inspection. I disputed this since I kept a clean residence, had brand new furniture, had no issues with "bed bugs" on myself or my family. The leasing office requested a second inspection (I had not even 1hrs notice that the inspection was about to be performed - [redacted] from the leasing office left me 3 voicemails in a row and when I went to return her call I was consistently direct to the out of state answering service). Since I could not reach her I decided to email my leasing agent ([redacted]) and approve the second inspection based on the fact that I first be advised if there would be a back charge to me, prior to the inspection/treatment. Again I received no response but the inspection/treatment was performed and then the treatment was backcharged ($125) against my deposit return. In the lease agreement this is NOT mentioned. I still have yet to receive a copy of the pest treatment invoice and still dispute the fact I had "bed bugs". On the second inspection/treatment my contents were moved out, final cleaning complete and carpets steam cleaned. The leasing office said that one "bed bug" was found and I requested to see if it I were to be backcharged for it. This has yet to happen as well with no form of communication by Staples Mill Townhomes. For the record I am using the same furniture in my newly purchased house and have had no "bed bug" issues of any kind. Third complaint, I was verbally advised that my return deposit would be in the amount of $250-300 by [redacted] from the leasing office. My actual return amount ended up being $138.00. With no type of communication to explain. Fourth complaint, I am being backcharged for utilities from Jan to Feb 2014 for utilities that for one were paid for in January, and the February amount was higher than any other amount than I had previously paid throughout my lease and I was moved out with the heat left on 65F! Fifth complaint, when I visited the Staples Mill property to look at available units [redacted] had shown me a remodeled available 2bedroom apartment (smooth walls, new carpet/pad, no floor squeaks, non-smoker unit, no mildew smell, new blinds, new paint job) and I was satisfied with my future stay at Staples Mill Townhomes. When it was actually time to move in, I was all of a sudden redirected to a unit that had recently flooded throughout, had squeaky floors, mildew smell, NICOTINE smell, dirty filters, Living room had water stain ceilings, with only a few days left before my move-in date. I had already setup my electric and cable service without the proper inspection time and was rushed in to the unit. I am still waiting on a follow up call from [redacted] at the Staples Mill leasing office for a meeting to discuss their backcharges against my deposit. I was a great tenant, paid my rent on time every month, had no complaints from other tenants, did not complain on other tenants when I could have, maintained and left a clean apartment, am a legal tax paying citizen and I am really just dissappointed in the unprofessional like close out procedures shown by the entire Staples Mill Townhomes leasing office. As Staples Mill Townhomes moves forward in finding new tenants I just hope that a better leasing service is provided and no other tenants (nor their security deposits) have to be treated just as poorly as I was at the end of my tenure.Desired Settlement: If my security deposit is to be backcharged as extreme as it has been, I would like to be respectfully be provided with additional backup documentation (pest control invoice, an actual utility bill, even just an apology). I do feel that I am financially still need to be reimbursed approx $[redacted] but will settle just for atleast a phone call or brief meeting to have closure and know that future tenants will not be treated the same way.

Business

Response:

To Whom it May Concern:

I am writing in response to case # [redacted]. Please find our response below.

It is with great displeasure that we part with any of our residents on poor terms. In this case we feel we did all we could to close out this resident's account in a professional manner. Please see information below responding to each of his concerns.

The resident's first concern was in regards to the final month's rent payment and the fact that a portion of his final bill reflected charges not covered by the rent payment he submitted. Upon reviewing the bill which was mailed to him the balance due as of February 1, 2014 was $[redacted]. The payment submitted failed to cover this full amount due as it was for $[redacted] resulting in the additional charges being deducted from his security deposit. He indicates several attempts were made to reach our office to discuss these concerns both via phone and email. Unfortunately, we do not have any records of these attempts so we are unable to comment on them.

The second concern was in regards to bed bugs which were found in the home during the resident tenancy. Management performs a bi-annual pest control treatment/ inspection of each apartment home to address any pest issues throughout the community. During the first inspection of 2014 the exterminator indicated there were bed bugs in the resident's home. In response management began treatment at a cost of $125. Management has a methodical way of determining how residents are billed for this treatment. The first step of this process is to inspect neighboring apartments (which was done on the same day this resident's apartment was inspected) to determine if there are similar concerns in neighboring homes. The inspection of the other townhomes resulted in no evidence being found in either home. These findings led management, and the exterminator, to the conclusion they were isolated in this resident's home, and in turn he was billed for the treatment. The resident has requested copies of the invoices for treatment however other homes are listed on this invoice and for privacy reasons we felt it inappropriate to disclose the invoice to him. Our exterminator does complete an inspection/ treatment form for each individual home that is treated and this form has been shared with him.

The resident called several times inquiring about his deposit refund and on each occasion was advised that his account had not been finalized. The estimate of $[redacted] for his refund was just that, an estimate. It is unfortunate the estimate was not accurate however management felt pressured by his frequent calling so they gave their best guess of what his refund my be.

The fourth concern noted referenced utility charges from January 2014- February 2014. Utility charges are paid 2 months in arrears. This means that residents would make payment for November utilities in January, December utilities in February, etc. On his final rent statement it indicates utility billing was for usage from December 1, 2013 thru December 31, 2013. As a result, upon his move out, the utility charges from January 1,2014 thru his move out date of February 28, 2014 were deducted from his security deposit.

The final concern related to issues with the apartment at the time of move in. It is difficult for us to address this concern as his move in took place over one year ago. It is regretful he was not satisfied wit his home at the time of his move in and had these concerns been emphasized to management at the time they would have been addressed accordingly at that time.

Management has discussed the first four concerns with the resident, both in March 2014 when his account was finalized and most recently on April 4, 2014. We have made attempts to explain the above details to him without success. He has expressed great displeasure with the charges billed to his account however management stands behinds these charges based on the information and supporting documentation as noted above. The resident requests a brief meeting to bring closure to this concern of which we met with him on April 4, 2014 after this complaint was filed.

In the event you have any questions or should inquire any additional information please feel free to contact us at [redacted] or [redacted]

Respectfully,

Property Manager