Stein Mart

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The attached photos show where my foot has misshapen bones. Less than 2 inches apart. The 1st adjustment and the 2nd adjustment were made because the technician did not satisfactorily adjust the brace the 1st time even though he has felt the boney area that was hurting when I tried to wear the brace.It is important that you understand he did not make 2 “area” adjustments but corrected the 1st one he made7 days before in the same part of the brace. I believe this should have been a courtesy adjustment because of those circumstances: my long history with the company; and possible future braces I will be needing manufactured.Obviously they needed my $30 more than they valued providing customer service.[redacted]

After evaluating all aspects of this patient's account, I found that there may have been a misunderstanding about our adjustment policy. The adjustment policy at National Pedorthic Services is this (please see attached):  Adjustments will be made free of charge within the first 60 days of...

the dispense date of an item. After 60 days, the patient will be charged an adjustment fee starting at $30 for each appointment for adjustments. A couple key points in this policy are:1. the charge is applied after 60 days of dispense2. the charge is per appointment In the instance of this patient, it appears in our records that she was seen on 7/21/2016 for an adjustment on a particular site of the brace by the navicular bone. She returned on 7/28/16 with a complaint of pain on a different site of the brace by the medial malleolus. These were two separate cases, and there were two appointments scheduled to make the appropriate adjustments. It was not a situation where our practitioner was making an adjustment to the service provided the week prior, rather, they were different cases. This is where our practitioner was in a position to charge for both, such that there were two appointments for the adjustments and he was following our written policy. We do have a promise which is to provide the highest quality products and service delivered in a professional, prompt, courteous and confidential manner. All of which was provided. I agree that the adjustment charge should have been better communicated, and I greatly appreciate this being brought to our attention so we can address this with our staff. Without this knowledge, we wouldn't be able to better educate them. Based on my findings within this file, I feel that our practitioner did provide the service requested by the patient and also followed our written policy, so we are declining the $30 refund request at this time.  Sincerely,[redacted]
National Pedorthic Services, Inc.1701 Creek Rd, Unit AWest Bend, WI  53090(414) 292-1950

Please see the attached response.

Attached is a copy of our response letter that was faxed to the Revdex.com (I was on vacation) on January 12.
Enjoy your day!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer...

I reviewed. I am not happy at all with this response frankly.  We have two accounts there and have for 8 years plus our kids have also had accounts there.  I was at the bank several times during this period and the only thing they suggested was for me to move over my 6000.00 from the savings and put in a mm acct as I would accrue more interest.  In the past this never happened no one ever notified me by mail or phone that fees are accruing times 7.  It is just good customer skills I have every cent to cover anything that came out.  They said to change the 35.00 fee charge well I already did maybe they should look at this more closely. I have since then transferred all the 6000 over so I am not charged meaningless fees just so the bank can make money and not provide a loyal customer service. I have talked to several banks about this and they think it is classless and poor customer service.  
Regards,

Please see the attached response. Thanks[redacted]

Please see the attached response from WSFS Bank to the [redacted] complaint.

Please see the attached response.
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all this...

business claims superior customer service, the whole process has been a complete hassle.  The letter that they responded to me is obviously a generic letter because it is not even addressed to me, it is addressed to someone else.  I do not agree with the response.  I have even talked to my current bank and they can't even believe this has happened over a measly $100.00 deposit that cleared my account on that Monday following said deposit.  I want this bank to give me all the fees back.  In the process of waiting for a response more fees are assessed to my account daily.  Such a huge disappointment. 
Regards,
[redacted]

Good Morning [redacted],Thank you for allowing us the possibility to clarify the situation. As soon as your wall heater/AC combination unit was broken, we replaced it with a brand new wall-mounted unit. The heater/AC combination unit that was there before is no longer being manufactured, so we could...

not replace it with a similar unit. We have contacted multiple warehouses, big box stores, and appliance repair technicians before contacting the actual manufacturer. We received the same answer from all of the companies, which was "this entire line of heater/AC units and the parts for repairs are no longer being manufactured." We have provided multiple space heaters for your use during the winter months, and that is sufficient. There are many properties in this more historic area of Austin which have only ever had space heaters, and the tenants residing in those homes have not been experiencing the multitude of issues that you seem to be facing just by having to use an alternative method to heat your living space. If you feel as if the space heaters we have provided are not adequate to fit your needs, you are more than welcome to purchase your own and use it in the space. With any of these space heaters, it is important to follow proper safety procedure, to give the heater sufficient space, and to not leave the heater running when you are asleep or are out of the home. While you are sleeping, it is best to warm yourself with clothing, blankets, sheets, comforters, etc., as these pose less of a fire risk than leaving your heater on and unattended overnight. Besides being dangerous, leaving the space heater on for 24 hours will be more expensive than heating the home while you are in the unit and awake. If used properly, space heaters can save you money by only heating the area of the apartment you are currently utilizing as a living space. Have a wonderful day. University Realty

To Whom It May Concern and in response to Ms. [redacted] complaint please see below: - August 7th, 2018: Ms. [redacted] moved in to the unit located at [redacted], and at that point she received a copy of the Apartment Complex Community policy. - April 6, 2018: Updated community policies,...

attached to this response, were delivered to the doors and emailed to all the tenants at the property. Per Ms. [redacted] lease and in paragraph 19.1 of the lease contract stating the following, “Our rules are considered part of this Lease. You, your occupants, and your guests must comply with all written apartment rules and community policies, including instructions for care of our property. We may regulate: (A) the use of patios, balconies, and porches; (B) the conduct of furniture movers and delivery persons; and (C) activities in common areas. We may make reasonable changes to written rules, and those rules can become effective immediately if the rules are distributed and applicable to all units in the apartment community and do not change the dollar amounts on pages 1 or 2 of this Lease”, Landlord is executing its right to update the community policies as needed and have notified tenants about the changes. Ms. [redacted] has acknowledged receipt of said policies per the content of her complaint filed with Revdex.com, making said community policies valid as receipted by her at the property. - April 9, 2018: Surveillance cameras were installed in the exterior common areas of the property located at [redacted]. Security cameras were installed in the dog runs, courtyard, and parking areas; none were installed inside the units. Management is within its right to monitor the common areas of their rental property. The surveillance is strictly on the exterior of the property. - April 10, 2018 AT 3:21PM: Ms. [redacted] was caught on camera in the dog run at the property allowing her dog to defecate without immediately removing the waste. Per the pet addendum that Ms. [redacted] signed with her lease contract on August 7, 2018, it states, “If the animal defecates anywhere on our property (including in a fenced yard for your exclusive use), you must immediately remove the waste and repair any damage.” As Ms. [redacted] mentioned in her previous email the cleanup was not addressed until 15 minutes later, after the property manager emailed Ms. [redacted] a violation for not picking up the dog waste. Pictures of Ms. [redacted] violation are included in this response. - April 10-12, 2018: Attached are all the emails between property manager and Ms. [redacted] concerning this matter. In these emails, you will be able to see that the fine was reduced in half and an extension until May was given for the payment for the fine in question. In conclusion, Landlord is within their right to apply violation and violation fees to any tenant caught violating the community policies. A payment accommodation was given to Ms. [redacted] and the fine will not be removed from the account.

Complaint: [redacted]
I am rejecting this response because:I still haqve not received any deposit from them as of 9/12/2016,and while the painting issues might be technically correct,if you saw the buyer check in form the apartment was riddled with problems and if we failed to note or write down all of them,nevertheless there were still multiple problems with the apartment which most people would not be able to document in a reasonable time frame,nor is there really room on the form for all the problems the apartment had.In addition,charging 185.00 for minor touch up is too much and charging extra cleaning costs when the apartment was professionally cleaned per their request is also unreasonable.I suspect that these are just ways this business has of withholding Deposits and if we went to that apartment today,none of the issues present a year ago other than the appliances would have been addressed.With regard to them communicating well with us,they did insist that things be put into E-Mail,which we did,but when we asked to speak to someone in person,that is when we were stonewalled and evaded.When you leave four messages in one day and ask for a return call and never get it,I don't consider that good communication.I'm sure since they are withholding Deposits from many tenants,they know that the callers will be complaining so they just refuse to talk to anyone except by phone.With regard to the late submission of the form,the boys tried to drop it off on the weekend when everyone was checking in and the office was closed and they did not want to put the form under the door or someplace else where it could get lost.If they allow tenants to check in on the weekend,they should keep the office open a reasonable number of hours so that the tenants can drop off the form.
Regards,
[redacted]

Hello Mr. [redacted],We apologize that you are not satisfied with our response. I will attempt to address your objections below:We mailed your son and his roommate their check on 08/29/2016. A copy of this stamped envelope is in your file, and we are happy to send this to you to show that we did send the check out in a timely manner. We have spoken with the USPS regarding this matter, and they informed us that they are currently behind in their local deliveries. We have already offered you the option of putting a stop payment on the previously sent check and issuing a new check, and this offer still stands. You informed us previously that you did not wish to take us up on this offer, but, should you change your mind, we are more than happy to do this for you. The 48 Hour time frame to submit the Move-in Inventory and Condition Form is standard across all UT Campus Area Lease Contracts. We only have this form to document the condition of the apartment upon move-in. According to this form, the charges that were assessed were not present in the apartment at the time of move-in. While there were many items listed on this form, and even extra space where additional issues could have been listed, none of the items listed were deducted from your son and his roommate's security deposit.I understand your objection to the $185.00 painting cost. Perhaps a more detailed explanation of the charge will assuage your concerns. This charge is broken down between labor and materials, and we made absolutely no profit from your deduction. We were charged $150.00 by a team of painters who were hired to go to the property to perform this service. This is not a large labor charge for multiple workers to perform a service such as this one. The other $35.00 is the amount paid for the gallon of paint that had to be used in the unit. We did include the paint color in your son and his roommate's Lease Contract. They had the opportunity to buy the $35.00 gallon of paint and perform the touch-up themselves. They did not do this, however, and the cost deducted from your son and his roommate's security deposit was the cost required to ready the apartment for the incoming tenants.You do concede that we did inform you that the deposit dispute communications need to be in E-mail, allowing for thorough documentation from both of our ends. This is precisely the reason that we are responding to your disputes in writing instead of over the phone. With regard to the late submission, we informed you in our previous communication that we did, in fact, accept the form and take it into consideration even though it was submitted late. As I am sure your son and his roommate are aware, there is a drop slot located immediately adjacent to our front door where rent checks, lease documents, and other notices can be left after hours and on weekends. This slot leads to a container, where documents and checks will not be lost. The drop slot is clearly labelled with a large arrow with the words "After Hours Drop Slot" printed in the middle.I hope I have been able to address your concerns.Thank You, and Have a Nice Day,[redacted]

Good Morning [redacted]Thank you for taking the time to better our business. Below is our response to your complaint:1- The cleaning fee of $120:* Section 39 of your lease states "You must thoroughly clean the dwelling, including doors, windows, furniture, bathrooms, kitchen appliances, patios, balconies,...

garages, carports, and storage areas. If you do don't clean adequately, you'll be liable for reasonable cleaning charges".* Your “Move Out Information” page of the lease contract states “at move out the unit mist be cleaned and the quality of the cleaning will need to be to our satisfaction. Cleaning charges will start at $120.00 for an efficiency" When the walk through was performed a cleaning job was needed at the property, some specific areas that needed cleaning were inside of stove, the ceiling fan blades, kitchen sink, stove top and window seals. These were not mentioned as dirty on your move-in inventory condition form, therefore we are obliged to charge you for the cost of cleaning the unit.  2- The paint charge of $250:* Section 10 of your lease states that the move out information addendum is part of the lease. The painting section states clearly that the walls, trims, and other painted surfaces must be in the same condition as move-in. Tenants will be charged the actual cost for labor and estimated cost of material to repaint to the condition of move in. This includes but not limited to discoloration, improper touch up by tenants, and nails/holes in walls. While some nail holes in the wall are accepted as normal wear and tear, screw holes are not included in this category, as they are much more difficult to patch and repair. * Section 41 of your lease states that you will be liable for the following charges, if applicable: unpaid rent, unpaid utilities, unpaid service charges, repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, burns, stains, or unapproved holes. When the walk-through was performed it was noted that a painting job was required at the property because of holes in the walls and black marks on the walls. These damages were not noted on your move-in inventory condition form, therefore we are obliged to charge you for the cost of labor and supplies for painting. Based on your Lease Contract, the above charges were rightfully assessed. Thank you, and have a good day.University RealtyTell us why here...

Hello [redacted],There was not extensive paint damage in your unit, which is why the labor and materials for your touch-up paint amounted to only $130.00. This price, for a team of painters to go to the property, repair the paint damage, and provide themselves with the necessary materials to do so, is not...

excessive. The other $100.00 you are contesting is a $100 administrative fee, which you agreed to on the Move Out Information page of you lease (attached), which states "If any make ready work is needed, an administrative fee of $100.00 will be charged." This administrative fee covers our office's expenses for our time scheduling work for your unit, not only for the paint, but also for the uncontested A/C filter changing, which had not been completed by you for at least a month upon your move out. Based on the above, and your lease contract, these deductions were just and warranted.Thank you, and have a nice day!University Realty[redacted]?

Good Afternoon [redacted],I have reviewed your complaint and contacted the HVAC repair technician who was sent to the property. The Air Conditioner was functional upon your move-in, however it was not operating at full capacity due to misuse by the previous tenants. As you were the first person to be in...

the apartment using the Air Conditioner after the previous tenants left, we were not aware of the problems with the Air Conditioner until you reported them to us on Aug. 5th, 2017. You initially attempted to report the issue to the HOA for the entire community, and not us, your property management office. This delayed your service somewhat, but you did receive a window unit on that same day. This was meant to supplement the AC that was functional at less than full capacity until we could get in the new system. A completely new HVAC system was installed in your unit the Saturday following the day you made your initial service request. In the interim, you were provided with adequate Air Conditioning. Thank You,University Realty Management

Mr. [redacted], This is in response to your continued dispute for the security deposit withheld for the leased property at [redacted], for the lease term from Aug. 11th, 2015 to Aug. 2nd, 2016. You have indicated that we have not been answering you, although our records show that you...

spoke with [redacted] a few times on Tuesday 09.06.2016 and we replied to your dispute email and your son’s roommate email on Wednesday 09.07.2016. We require all Security Deposit Dispute communications to be in the form of email or other written communication. This way, there is no confusion as to what was said, and all communications are time-stamped and dated. If we do not return your calls is to keep the communications in writing for the obvious reasons stated above. The Move-in Inventory and Condition Form was taken into account when assessing the amounts to be withheld for the security deposit. The Move-in Inventory and Condition Form is not considered a maintenance request, rather it serves primarily to memorialize the condition of the apartment at move-in. Any items listed on this Move-in Inventory and Condition Form that do not constitute a health or safety hazard are not required to be repaired, as the apartment was leased in "as-is" condition, per section 25.1 of the Lease Contract. With respect to the walls, the following was written on the Move-in Inventory and Condition Form: Living Room Walls - Front Door Dirty Outside light fixture rustedKitchen Walls - Outside Refrigerator Stained top dirty, LG & Long dent on left side of FridgeDining Room Walls - Dirty especially entrance to kitchenBedroom Walls - (closest to front door) Crack in top baseboard! Need to be fixed or re-caulkedBath Walls - (closest to front door) Door under sink does not close and all doors walls dirty and stained.Bedroom Walls - (back of apt.) large crack east wall from ceiling all the way down the wallBath Walls - (2nd Bath) large crack - covered up paint. Of the above listed "wall" damages, only the fields for the dining room walls, the Bedroom (back of apt.), and the Bathrooms actually included damages to walls. None of these damages are included in the painting charge assessed to the account. The items that required additional paint are as follows: Hand print on the wall, shoe print on wall near entry, writing on a door panel, black smudges through the living room and entry, furniture marks throughout the property, and several marks near power outlets in the bedrooms. These are lawful deductions, as these damages were not present in the apartment at the time of Move-in according to the Move-in Inventory and Condition Form we have on file. In regards to the cleaning, the low amount of $25.00 charged for the additional cleaning needed at this property reflects the fact that a partial cleaning had already been completed and was taken into account. The Move Out Information Addendum to your Lease Contract states, under "Cleaning," Section 1, "In the event that the cleaning is not done to our satisfaction, we will send a professional cleaning crew and we will deduct the cost from your security deposit. Cleaning charges will START at $120.00 for an efficiency or 1 bedroom, $150.00 for a 2 bedroom, $185.00+ for a 3 bedroom." As you can see, we charged your account $125.00 less than the stated minimum, as just the floors still needed a thorough cleaning before the new tenant could move in. We do have pictures of the condition of the apartment's flooring after move-out that clearly show dust bunnies, small pieces of trash, and dirt on the floors that were present at the time the move-out walk-through was completed. These charges were lawfully deducted, per the Lease Contact, and will thus not be removed. We hope that you realize that we took care and caution in applying the charges and did our best to keep them at a minimum. As far as the refund check, Check number [redacted] dated 08.29.2016 was mailed on 08.29.2016 as we have stated previously. Since you have not received it and we have not received it returned either at our office, it could be lost in the mail. As an option we can put a stop payment on the check and reissue a new one. Please let us know.

Good Afternoon Mr. [redacted],We have reviewed your file, and it appears as if some clarifications need to be made. Your application, the "Rental Application for Residents and Occupants," does not list anything at all under the "beginning and ending dates of Lease Contract" field under the...

"Contemplated Lease Contract Information". You stated in your complaint that we "accepted a lease application... with an end date of June 3, 2017." This is not true.The original lease was written for a 12 month period, as no lease terms were indicated on your Rental Application for Residents and Occupants, but we did attempt to accommodate you by shortening the lease to be a 6 month lease, ending at the end of June, 2017. When this was still unacceptable to you, we did refund your Security Deposit in full. We retained the application fee, because this covers our cost to process your application and run your background check. You acknowledge in your complaint that you were approved, so you are aware that this service was performed, and the amount paid for the application fee cannot be refunded at this point.Additionally, your Rental Application for Residents and Occupants states that "Unless we authorize in writing, you... must sign your lease within three days after we give your approval in person, by telephone, or by email, or within five days after we mail you your approval. If you or any co-applicant fails to sign as required, we may keep the application deposit as liquidated damages and terminate all further obligations under this agreement." In an attempt to provide good customer service, your security deposit was refunded in full when our agreement states that it could have been retained as liquidated damages after you failed to sign the Lease Contract within three days of approval.Please find attached, Page 2 of your Application, the blank area indicated shows that the beginning and end dates were not filled out at all.We wish you the best of luck in your home search, and hope that you have a prosperous New Year.University Realty

Complaint: [redacted]
I am rejecting this response because:University Realty has an autonomy on whatever they decide to say. It's basically a "he said, she said" and whatever the company calls as a charge they seem justifiable is what I have to pay. With regards to the contract, yes, I am well aware of what the contract says. I still have a copy of the contract myself and I DID consent to charges that may be applied by the damages I created. I agreed to the charge of the air filters because I was unable to reach them so they could not be replaced. As for the painting, there were no pictures of proof, no real evidence that justifies a painting requirement of the damage I supposedly created. Also, if I really did create a mark or scratch on the wall that I thought was detrimental to my security deposit I could have easily bought paint myself and touched up the area for a far cheaper price. 
Regards,
[redacted]

Hello [redacted], The charges have not "proved" to be fraudulent, you only feel that charges may be fraudulent. They are, however, not fraudulent. The deduction for the damaged blind was refunded promptly when you brought this to our attention. You were aware of the presence of the damage on your...

ceiling, and you informed us that you purposefully did not list this item on your move-in inventory and condition form because you said that it was "impossible for you to identify a 'disconnected smoke detector' on the rental inventory move-in sheet when that's not what it is." It was, in fact, a disconnected smoke detector. When our employee performed you move-out walk-through, they rightfully took a picture of this damage, as there was a hole in the ceiling with wires coming out of it. This hole was not listed as any kind of damage on you move-in inventory and condition form, so when our office conducted the security deposit deductions, they went by the picture that they had of the damaged ceiling, which was identified as a disconnected smoke detector. Had you listed this damage on your move-in inventory and condition form, we would have had the information that this was present upon your move-in. Additionally, when you brought to our attention the presence of the functional smoke detector in the same room, we immediately issued you a check for the disconnected smoke detector deduction. Poor reviews on social media sites tend to have an inherently negative selection bias, especially for property management companies, as it is very rare that a tenant is going to leave a comment detailing just how jazzed they are to pay their rent every month. These have no bearing on your security deposit dispute, the disputed amounts of which have already been refunded to you. Thank you, and have a good day! University Realty,[redacted]
[redacted]
[redacted]