Sterling Highlander

In response to recent complaint from customer [redacted] t, we feel we have followed all protocols in regards to communicating the balance due with this residentWe have done every step that we follow for each resident in addressing a balance due on a final account• [redacted] resided at our community between 09/01/2014-08/31/ [redacted] t guaranteed the lease agreement for [redacted] s• On 08/31/keys for the unit of [redacted] were returned to our office by [redacted] (lease contract end date)Per our move out procedure each exiting resident is required to fill out a move out packet envelopeThe move out envelope requires: resident name, unit and forwarding address for a statement of deposit to mailed toThe address provided from [redacted] was as follows: [redacted] alongside email provided [redacted] , and [redacted] • On 09/04/a Final Account Statement (see attachment) was sent out via email and US postal mail to the on-file email address and provided mailing address, once this action is taken the exiting resident has days from the date of Statement to pay off any and all balances due before it is sent to our 3rd party collection agency Hunter Warfield• On 11/3/15, the outstanding account was turned over to our collection agency, Hunter WarfieldIf you have any questions, please contact me at the email or phone number below [redacted] Community Manager [redacted] PH: ###-###-####

I am rejecting this response because: No one has been able to tell me why I was not contacted regarding this matterNo matter who I contact, no one can tell me why [redacted] , the guarantor of that apartment wasn't contacted about this final billIf she was delinquent on her rent, you guys would contact meAll of a sudden, no one contacts me regarding a final bill but you want your money? It doesn't make any sense Period! You cannot expect someone to pay a bill when they weren't properly notifiedIt doesn't matter if my sister was contacted because clearly she didn't get any emails or calls or mailYou guys have the audacity to forward the bill to collections, which negatively impacted my credit and expect to receive money when I had no idea about it until July 2016? Is that even fair? You guys have my email from when I signed the lease as the guarantorWhy wasn't the bill forwarded to me as well? Please explain that to me! This is beyond frustrating and ridiculous!

In response to recent complaint from customer [redacted]t, we feel we have followed all protocols in regards to communicating the balance due with this resident. We have done every step that we follow for each resident in addressing a balance due on a final account. • [redacted] resided...

at our community between 09/01/2014-08/31/2015. [redacted]t guaranteed the lease agreement for [redacted]s. • On 08/31/2015 keys for the unit of [redacted] were returned to our office by [redacted] (lease contract end date). Per our move out procedure each exiting resident is required to fill out a move out packet envelope. The move out envelope requires: resident name, unit and forwarding address for a statement of deposit to mailed to. The address provided from [redacted] was as follows: [redacted] alongside email provided [redacted], and [redacted] • On 09/04/2015 a Final Account Statement (see attachment) was sent out via email and US postal mail to the on-file email address and provided mailing address, once this action is taken the exiting resident has 60 days from the date of Statement to pay off any and all balances due before it is sent to our 3rd party collection agency Hunter Warfield. • On 11/3/15, the outstanding account was turned over to our collection agency, Hunter Warfield. If you have any questions, please contact me at the email or phone number below. [redacted] Community Manager [redacted] PH: ###-###-####

I am rejecting this response because:
No one has been able to tell me why I was not contacted regarding this matter. No matter who I contact, no one can tell me why [redacted], the guarantor of that apartment wasn't contacted about this final bill. If she was delinquent on her rent, you guys would contact me. All of a sudden, no one contacts me regarding a final bill but you want your money? It doesn't make any sense Period! You cannot expect someone to pay a bill when they weren't properly notified. It doesn't matter if my sister was contacted because clearly she didn't get any emails or calls or mail. You guys have the audacity to forward the bill to collections, which negatively impacted my credit and expect to receive money when I had no idea about it until July 2016? Is that even fair? You guys have my email from when I signed the lease as the guarantor. Why wasn't the bill forwarded to me as well? Please explain that to me! This is beyond frustrating and ridiculous!