Complaint: [redacted] I am rejecting this response because: I did call the company multiple times, including leaving messages for different individuals and speaking to someone directly Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: No policy was ever provided regarding the maintenance request procedure In fact, on the website, the only reference to maintenance requests is a PDF work order for requests on the company's website, as well as an email address for the maintenance contact, with an [redacted] There is no way to even deduce another avenue as is being claimed The maintenance request was only part of my complaint as well The other was in regard to it taking almost weeks to receive a response from someone regarding a lease question After getting a voicemail stating something was sent on June and I "just needed to check my Spam folder," I called back and it was acknowledged that the message was never sent and had been in the outbox of the sender Regardless, prior to June 2, approximately different emails were sent to individuals at Poudre Properties (beginning in April) and no response was ever received Regards, [redacted]
While we understand the clients frustration he clearly has not proven any reason why a refund is necessaryThe client has acknowledged are long standing company policy in his response that the SD is forfeited once they terminated the application process with our companyThe clients again take no responsibility for the fact that they failed to provide key personal information in a timely fashion during the application processThis caused the delay in the processing of the application ultimately leading to the move in date not being available as discussedWe stand by the findings and documentation of our first response and We consider this matter closedNo refund will be grantedWe wish them the best in their future endeavors
After submitting my complaint, I was contacted about my lease question and my maintenance request was addressed immediately I appreciate the property company addressing these concerns after a complaint was filed, and I hope in the future it can be handled sooner, as my e-mails, phone calls, and direct communication with individuals at the office did not do anything until after I pursued resolution through the Revdex.com
We have reached out to the tenant and resolved this issue. We appreciate the feedback in response to this situation as it was merely a communication misunderstanding. The tenant did not use the proper channel for relaying work orders to our firm using a maintenance contact directly rather than...
going through the office as is procedure. We have spoken to the tenant and explained the process and she understands. The work requested was properly completed within 1 day of receiving notification from the tenant.
We appreciate the feedback from the tenant. However, her claims are not warranted and simply not factual. As soon as our firm was notified by the tenant of her maintenance request, we responded to her work order within 1 day when usual turn around is 2-3 days. The tenant was going directly through the maintenance department email and not using the website pdf form which is automatically submitted to operations for process. Because she emailed maintenance directly, which is not procedure, there was a small delay in the processing. She was informed of this process during her lease signing and again yesterday, verbally over the phone. Once we were made aware of her request, we responded promptly completing the work order in less than a day. As for the leasing complaints, there was a small lapse in communication between the tenant and our firm due to an employee leaving the company. We did apologize for this, however the tenant again was sending emails to the wrong contact, therefore causing the delay in response. The tenant was sending requests to an email account that was not active, at no fault of the tenant. Once we were able to review the inbox of the employee that left, we found her emails and promptly sent the documentation as requested. There was no lapse of several weeks as reported by the tenant. Again this was explained to the tenant, yesterday, on the phone by the leasing department. All of this is simple miscommunication that could have easily been resolved with a simple phone call to our offices. These claims are unwarranted and quite frankly not accurate. We have been in contact with this tenant for the last two day in regards to these issues and it's unfortunate that she cannot address these with us directly. There's a reason she continues to use this avenue to express her opinions instead of discussing them with us in person or on the phone.
Complaint: [redacted] I am strongly rejecting this response because there is lot of discrepancies in the statement given by the business. I agree that I signed the application which states that the amount will be forfeited. But I did this because we were assured multiple times that they can deliver the apartment by July 28th, or else I would have never signed the lease. I have the email communication with them and am attaching the same for your reference so you guys could get the actual picture. Now, the agent told us that once we go on to do the application, we would get help from the people present at the office and will assist in filling up the form mentioning what all are the mandatory details. But that person on 19th July (when we were doing the application) told blatantly that she doesn’t know anything about this and once we will fill the form she will get it to our agent for verification and let us know if we are missing any details. We didn’t hear from them for the next two days, and then we deposited the security money on July 21st (assuming that there are no discrepancies in our application) as already communicated to them. And the information which the business is talking about communicating to us was of not that importance to us. Then the business goes on to say that they communicated to us on July 24th to get an essential detail from us, which is a clear lie and I am attaching the screenshot of my call record which shows that they contacted me on July 25th at 10.28 am. I was at work at that time but still I gave them the details she asked me as you can see the call duration is over 6 minutes because I kept her on hold to give the necessary details. And over the phone she never said that she need copies of the document as well, which she again communicated to me on July 26th. It was on the same day she said that she won’t be able to meet their own set deadline of July 28th and it was due to delay on their part for verification. They were doing things very slowly despite of our previous communication of urgent need. On the same day when I got this response from them, I emailed the owner and the General Manager of the company about the same but I never received any response from them. Neither of them were concerned enough to meet us as there was no reply. I am attaching that mail as well for your reference. PPS says “Upper management met with the clients as requested and explained this process thoroughly” which again is not a correct thing. Because when my partner [redacted] went to speak to them, there was one random guy who claimed to be the owner just gave one statement rudely, “You won’t get money back”. I am saying random guy because I know how the owner looks. Now the PPS is saying that we cancelled it on July 31st which is correct. We waited for a response from them for the entire day on July 28th (the promised date). We didn’t hear anything from them on that day. PPS says our application was approved on July 28th, then isn’t it their responsibility to communicate this to us? They never turned back to us and so in the morning of the next working day, 31st of July, I cancelled. They have never been professional from the start, until the end and claiming they did the work diligently. Why didn’t they ask for the necessary details on July 20th when I asked the front desk person to get our application verified, and they contact us on July 25th. This is a case of sheer negligence and unprofessional attitude towards their work. And now that they have manipulated and presented their response in such a manner, I demand the entire amount which I paid to them and not just the security ($80 application fee and $850 security). Regards, [redacted]
Thank you for your feedback and we appreciated your interest in Poudre Property Services. While we strive to meet the needs of everyone of our potential clients, when all information is not submitted during the application process delays will occur causing the move in date to be moved back. These...
particular clients in this case scheduled a showing on a property we had for lease on July 17, 2017 at 11:00 AM. Per email correspondence on July 17, 2017 at 8:46 pm the client asked to re-schedule the showing to 3:30 pm the same day. This request was granted and we met the clients on site and showed them the property. Applications were received on July 19 from the prospective clients requesting a move in date of July 28, 2017. Clients were informed of our application process and fees which they agreed to. We stated that during the application process the application fee must be submitted prior to any background or credit checks being ran and that one months security deposit also had to be submitted. Clients were given a copy of our application form which states that "In addition to the application fee the pre-paid security deposit equal to one month's rent is required at time of application. Should you choose to pull your application, but remain approved by Poudre Property Services you agree to forfeit said security deposit." Tenant agreed to the terms of the application with the required signatures and turned in the form with their application fee on July 19, 2017. Tenants did not submit the required deposit until July 21, 2017. Via email the tenants requested information regarding the property on July 20, 2017 in which PPS promptly provided the information as requested via email. As PPS was processing the application it was found that the tenants failed to give vital information needed for processing the application. Via phone request on July 24, 2017 PPS requested this information from the client. Client provided information two days later on July 26 , 2017 however the application came back unverified. PPS requested additional information from the clients which was provided on July 27, 2017. At this point the clients were informed that due to the delays with the application approval we would have to push the move in date back which was set for July 28, 2017. Clients were approved on July 28 once all information was submitted. Tenants responded three days later on July 31, 2017 via email that they were no longer interested in the property and had found another place. Tenants were informed again of the company policy above that they forfeit the application fee and security deposit. Clients were dissatisfied with this. Upper management met with the clients as requested and explained this process thoroughly. Tenants were still not understanding thus submitting this claim. In reviewing email correspondence from the beginning of this process PPS has exhibited professionalism while diligently working to get the clients application processed so we could meet the clients requested move in date. The move in date was pushed back due to the clients failure to submit documentation as requested in a timely manner, thus them finding another place and forfeiting their fee and security deposit per company policy.
Complaint: [redacted]
I am rejecting this response because: No policy was ever provided regarding the maintenance request procedure. In fact, on the website, the only reference to maintenance requests is a PDF work order for requests on the company's website, as well as an email address for the maintenance contact, with an [redacted]. There is no way to even deduce another avenue as is being claimed. The maintenance request was only part of my complaint as well. The other was in regard to it taking almost 6 weeks to receive a response from someone regarding a lease question. After getting a voicemail stating something was sent on June 2 and I "just needed to check my Spam folder," I called back and it was acknowledged that the message was never sent and had been in the outbox of the sender. Regardless, prior to June 2, approximately 4 different emails were sent to 2 individuals at Poudre Properties (beginning in April) and no response was ever received.
Regards,
[redacted]
While we understand the clients frustration he clearly has not proven any reason why a refund is necessary. The client has acknowledged our long standing company policy in his previous response that the SD is forfeited once they terminated the application process with our company. The clients again refuse to take responsibility for the fact that they failed to provide key personal information in a timely fashion during the application process. This and this alone is what caused the delay in the processing of the application ultimately leading to the move in date not being available as discussed. We stand by the findings and documentation of our first response and we consider this matter closed. No refund will be granted. We wish them the best in their future endeavors.
While we understand the clients frustration he clearly has not proven any reason why a refund is necessary. The client has acknowledged are long standing company policy in his response that the SD is forfeited once they terminated the application process with our company. The clients again take no responsibility for the fact that they failed to provide key personal information in a timely fashion during the application process. This caused the delay in the processing of the application ultimately leading to the move in date not being available as discussed. We stand by the findings and documentation of our first response and We consider this matter closed. No refund will be granted. We wish them the best in their future endeavors.
Complaint: [redacted]
I am rejecting this response because: I did call the company multiple times, including leaving messages for 2 different individuals and speaking to someone directly.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: I did call the company multiple times, including leaving messages for different individuals and speaking to someone directly Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: No policy was ever provided regarding the maintenance request procedure In fact, on the website, the only reference to maintenance requests is a PDF work order for requests on the company's website, as well as an email address for the maintenance contact, with an [redacted] There is no way to even deduce another avenue as is being claimed The maintenance request was only part of my complaint as well The other was in regard to it taking almost weeks to receive a response from someone regarding a lease question After getting a voicemail stating something was sent on June and I "just needed to check my Spam folder," I called back and it was acknowledged that the message was never sent and had been in the outbox of the sender Regardless, prior to June 2, approximately different emails were sent to individuals at Poudre Properties (beginning in April) and no response was ever received Regards, [redacted]
While we understand the clients frustration he clearly has not proven any reason why a refund is necessaryThe client has acknowledged are long standing company policy in his response that the SD is forfeited once they terminated the application process with our companyThe clients again take no responsibility for the fact that they failed to provide key personal information in a timely fashion during the application processThis caused the delay in the processing of the application ultimately leading to the move in date not being available as discussedWe stand by the findings and documentation of our first response and We consider this matter closedNo refund will be grantedWe wish them the best in their future endeavors
After submitting my complaint, I was contacted about my lease question and my maintenance request was addressed immediately I appreciate the property company addressing these concerns after a complaint was filed, and I hope in the future it can be handled sooner, as my e-mails, phone calls, and direct communication with individuals at the office did not do anything until after I pursued resolution through the Revdex.com
We have reached out to the tenant and resolved this issue. We appreciate the feedback in response to this situation as it was merely a communication misunderstanding. The tenant did not use the proper channel for relaying work orders to our firm using a maintenance contact directly rather than...
going through the office as is procedure. We have spoken to the tenant and explained the process and she understands. The work requested was properly completed within 1 day of receiving notification from the tenant.
Our offices consider this case closed and will have no further comment in regards to this issue.
We appreciate the feedback from the tenant. However, her claims are not warranted and simply not factual. As soon as our firm was notified by the tenant of her maintenance request, we responded to her work order within 1 day when usual turn around is 2-3 days. The tenant was going directly through the maintenance department email and not using the website pdf form which is automatically submitted to operations for process. Because she emailed maintenance directly, which is not procedure, there was a small delay in the processing. She was informed of this process during her lease signing and again yesterday, verbally over the phone. Once we were made aware of her request, we responded promptly completing the work order in less than a day. As for the leasing complaints, there was a small lapse in communication between the tenant and our firm due to an employee leaving the company. We did apologize for this, however the tenant again was sending emails to the wrong contact, therefore causing the delay in response. The tenant was sending requests to an email account that was not active, at no fault of the tenant. Once we were able to review the inbox of the employee that left, we found her emails and promptly sent the documentation as requested. There was no lapse of several weeks as reported by the tenant. Again this was explained to the tenant, yesterday, on the phone by the leasing department. All of this is simple miscommunication that could have easily been resolved with a simple phone call to our offices. These claims are unwarranted and quite frankly not accurate. We have been in contact with this tenant for the last two day in regards to these issues and it's unfortunate that she cannot address these with us directly. There's a reason she continues to use this avenue to express her opinions instead of discussing them with us in person or on the phone.
Complaint: [redacted] I am strongly rejecting this response because there is lot of discrepancies in the statement given by the business. I agree that I signed the application which states that the amount will be forfeited. But I did this because we were assured multiple times that they can deliver the apartment by July 28th, or else I would have never signed the lease. I have the email communication with them and am attaching the same for your reference so you guys could get the actual picture. Now, the agent told us that once we go on to do the application, we would get help from the people present at the office and will assist in filling up the form mentioning what all are the mandatory details. But that person on 19th July (when we were doing the application) told blatantly that she doesn’t know anything about this and once we will fill the form she will get it to our agent for verification and let us know if we are missing any details. We didn’t hear from them for the next two days, and then we deposited the security money on July 21st (assuming that there are no discrepancies in our application) as already communicated to them. And the information which the business is talking about communicating to us was of not that importance to us. Then the business goes on to say that they communicated to us on July 24th to get an essential detail from us, which is a clear lie and I am attaching the screenshot of my call record which shows that they contacted me on July 25th at 10.28 am. I was at work at that time but still I gave them the details she asked me as you can see the call duration is over 6 minutes because I kept her on hold to give the necessary details. And over the phone she never said that she need copies of the document as well, which she again communicated to me on July 26th. It was on the same day she said that she won’t be able to meet their own set deadline of July 28th and it was due to delay on their part for verification. They were doing things very slowly despite of our previous communication of urgent need. On the same day when I got this response from them, I emailed the owner and the General Manager of the company about the same but I never received any response from them. Neither of them were concerned enough to meet us as there was no reply. I am attaching that mail as well for your reference. PPS says “Upper management met with the clients as requested and explained this process thoroughly” which again is not a correct thing. Because when my partner [redacted] went to speak to them, there was one random guy who claimed to be the owner just gave one statement rudely, “You won’t get money back”. I am saying random guy because I know how the owner looks. Now the PPS is saying that we cancelled it on July 31st which is correct. We waited for a response from them for the entire day on July 28th (the promised date). We didn’t hear anything from them on that day. PPS says our application was approved on July 28th, then isn’t it their responsibility to communicate this to us? They never turned back to us and so in the morning of the next working day, 31st of July, I cancelled. They have never been professional from the start, until the end and claiming they did the work diligently. Why didn’t they ask for the necessary details on July 20th when I asked the front desk person to get our application verified, and they contact us on July 25th. This is a case of sheer negligence and unprofessional attitude towards their work. And now that they have manipulated and presented their response in such a manner, I demand the entire amount which I paid to them and not just the security ($80 application fee and $850 security). Regards, [redacted]
Thank you for your feedback and we appreciated your interest in Poudre Property Services. While we strive to meet the needs of everyone of our potential clients, when all information is not submitted during the application process delays will occur causing the move in date to be moved back. These...
particular clients in this case scheduled a showing on a property we had for lease on July 17, 2017 at 11:00 AM. Per email correspondence on July 17, 2017 at 8:46 pm the client asked to re-schedule the showing to 3:30 pm the same day. This request was granted and we met the clients on site and showed them the property. Applications were received on July 19 from the prospective clients requesting a move in date of July 28, 2017. Clients were informed of our application process and fees which they agreed to. We stated that during the application process the application fee must be submitted prior to any background or credit checks being ran and that one months security deposit also had to be submitted. Clients were given a copy of our application form which states that "In addition to the application fee the pre-paid security deposit equal to one month's rent is required at time of application. Should you choose to pull your application, but remain approved by Poudre Property Services you agree to forfeit said security deposit." Tenant agreed to the terms of the application with the required signatures and turned in the form with their application fee on July 19, 2017. Tenants did not submit the required deposit until July 21, 2017. Via email the tenants requested information regarding the property on July 20, 2017 in which PPS promptly provided the information as requested via email. As PPS was processing the application it was found that the tenants failed to give vital information needed for processing the application. Via phone request on July 24, 2017 PPS requested this information from the client. Client provided information two days later on July 26 , 2017 however the application came back unverified. PPS requested additional information from the clients which was provided on July 27, 2017. At this point the clients were informed that due to the delays with the application approval we would have to push the move in date back which was set for July 28, 2017. Clients were approved on July 28 once all information was submitted. Tenants responded three days later on July 31, 2017 via email that they were no longer interested in the property and had found another place. Tenants were informed again of the company policy above that they forfeit the application fee and security deposit. Clients were dissatisfied with this. Upper management met with the clients as requested and explained this process thoroughly. Tenants were still not understanding thus submitting this claim. In reviewing email correspondence from the beginning of this process PPS has exhibited professionalism while diligently working to get the clients application processed so we could meet the clients requested move in date. The move in date was pushed back due to the clients failure to submit documentation as requested in a timely manner, thus them finding another place and forfeiting their fee and security deposit per company policy.
Complaint: [redacted]
I am rejecting this response because: No policy was ever provided regarding the maintenance request procedure. In fact, on the website, the only reference to maintenance requests is a PDF work order for requests on the company's website, as well as an email address for the maintenance contact, with an [redacted]. There is no way to even deduce another avenue as is being claimed. The maintenance request was only part of my complaint as well. The other was in regard to it taking almost 6 weeks to receive a response from someone regarding a lease question. After getting a voicemail stating something was sent on June 2 and I "just needed to check my Spam folder," I called back and it was acknowledged that the message was never sent and had been in the outbox of the sender. Regardless, prior to June 2, approximately 4 different emails were sent to 2 individuals at Poudre Properties (beginning in April) and no response was ever received.
Regards,
[redacted]
While we understand the clients frustration he clearly has not proven any reason why a refund is necessary. The client has acknowledged our long standing company policy in his previous response that the SD is forfeited once they terminated the application process with our company. The clients again refuse to take responsibility for the fact that they failed to provide key personal information in a timely fashion during the application process. This and this alone is what caused the delay in the processing of the application ultimately leading to the move in date not being available as discussed. We stand by the findings and documentation of our first response and we consider this matter closed. No refund will be granted. We wish them the best in their future endeavors.
While we understand the clients frustration he clearly has not proven any reason why a refund is necessary. The client has acknowledged are long standing company policy in his response that the SD is forfeited once they terminated the application process with our company. The clients again take no responsibility for the fact that they failed to provide key personal information in a timely fashion during the application process. This caused the delay in the processing of the application ultimately leading to the move in date not being available as discussed. We stand by the findings and documentation of our first response and We consider this matter closed. No refund will be granted. We wish them the best in their future endeavors.
Complaint: [redacted]
I am rejecting this response because: I did call the company multiple times, including leaving messages for 2 different individuals and speaking to someone directly.
Regards,
[redacted]