Terrace View Apartments

I'm writing in response to the complaint I received referencing ID # [redacted] As you are aware, we received inches of snow and another inches in a matter of days on top of freezing weather and participationThe first day, as always, every Maintenance employee was out shoveling and cleaning sidewalksThey continued to shovel for at least the next 5-days We also the first, second and third day had a contractor on the property cleaning roads, and parking lotsAs you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etcWe also had a hard time scraping parking lots with vehicles in themWe did whatever we could to clear as much as possible for everyone.As explained to the Resident, we change carpets as neededWe look at each carpet and place them on a list of replacement from the worse to the bestCarpets are changed when the budget allows and depending on the overall conditionI feel this complaint came almost a year later because of the snow issue.I feel that both these issues are unfoundedTerrace View made every effort possible to rectify and solve any issues possible these Residents had.Please let me know if you need any additional information[redacted] [redacted] Community ManagerTerrace View Apartments

I'm writing in response to the complaint I received referencing ID # [redacted] As you are aware, we received inches of snow and another inches in a matter of days on top of freezing weather and participationThe first day, as always, every Maintenance employee was out shoveling and cleaning sidewalksThey continued to shovel for at least the next 5-daysWe also the first, second and third day had a contractor on the property cleaning roads, and parking lotsAs you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etcWe also had a hard time scraping parking lots with vehicles in themWe did whatever we could to clear as muchas possible for everyone.Terrace View Residents pay their own electricity and they receive electricity through [redacted] The same as any Resident in the town of [redacted] The *** went off for a period of time in [redacted] , including, but not limited to Terrace view We have NO control over the [redacted] outages due to weatherThe office was closed for a few days due to the weather, so we did not answer the phonesHowever, a notice was sent to each door telling the Residents, including posting it on our [redacted] page to contact [redacted] if the power is out.I feel that each one of the complaints is unfounded and explained this to the Resident when I spoke with himHe still continued to blame us for the weather and for the power outage.Please let me know if you need any additional information[redacted] *** Community ManagerTerrace View Apartments

Per our conversation on Mr*** *** he did have some issues with his A/C unit in August and again in September but on both occasions maintenance did come out to fix the issue, He then call back on the emergency line round about the first of December complaining his heat was not working
right, but he had heat he had to run it on emergency heat to heat up the apartment and also he had and electric heaterWe did have to order a part it took about a week for it to come in Kenny have been over to repair the unitHe was asking for a upgrade thermostat, but he already have a digital one in the unit. Pamela R***/Property Manager

I am responding to complaint #[redacted] concerning Mr. [redacted]. When Mr. [redacted] signed his lease agreement, he was informed that the lease starting date was July 29th. Terrace View has a variety of lease starting dates throughout the summer. The apartment that Mr. [redacted] wanted had a lease start date...

of July 29th. It was stated on his lease agreement in bold, both the lease starting date and the lease ending date. The lease is a term lease, not a prorated lease. This too is stated within the lease agreement. Mr. [redacted] is to pay 12 equal monthly installments. Once those 12 installments are paid, his responsibility is complete. It is very unfortunate that Mr. [redacted] did not have the funds to move in when the lease started, however, upon signing the lease agreement, this was Mr. [redacted]'s responsibility. The fact that he did not plan ahead and did not have the funds was not a fault of Terrace View. Mr. [redacted] had the option to take an entire apartment or take a placing unit. This means, he is on an individual lease, and the other bedrooms are open to be leased. He chose to lease a bedroom in a placing unit knowing roommates will be added. The law states that there can be four unrelated Residents in a three bedroom unit. The "other" Residents were well in their right to share a bedroom if desired. Unfortuantely, when you lease individually, the entire apartment is not yours. When Mr. [redacted] called us informing us that he was unhappy, we immediately asked if he would like to switch units. It was at that point his choice to move, as we had a legal lease for the current apartment. We did this, because Terrace View makes it a priority to try and provide good customer service. This move too, was an inconvenience to us. He was not charged a lease change fee, we transferred all his monies to the new unit, and did all the appropriate paperwork without any additional charge. The move was a choice that Mr. [redacted] made when offered. Mr. [redacted] is not being charged for any monies that were not due. It states on the lease agreement the terms of the rent and when monies are due. When he has paid his twelve month obligation, he will owe no more.  I will be happy to explain this to Mr. [redacted] again, if he would like to contact the Leasing office. Terrace View went out of our way to try and accommodate Mr. [redacted] by allowing him to move and not charging him the fees that legally we could have. I would be happy to address any other concerns Mr. [redacted] has and try and resolve any other issues if he would contact me. This complaint was not necessary if Mr. [redacted] would have just contacted me and I would have again given him a copy of the lease agreement and explained the payments once again. Thank you,[redacted]Property Manager

I'm writing in response to the complaint I received referencing ID #[redacted]. As you are aware, we received 12 inches of snow and another 6 inches in a matter of 10 days on top of freezing weather and participation. The first day, as always, every Maintenance employee was out...

shoveling and cleaning sidewalks. They continued to shovel for at least the next 5-6 days. We also the first, second and third day had a contractor on the property cleaning roads, and parking lots. As you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etc. We also had a hard time scraping parking lots with vehicles in them. We did whatever we could to clear as muchas possible for everyone.Terrace View Residents pay their own electricity and they receive electricity through [redacted] The same as any Resident in the town of [redacted] The [redacted] went off for a period of time in [redacted], including, but not limited to Terrace view.  We have NO control over the [redacted] outages due to weather. The office was closed for a few days due to the weather, so we did not answer the phones. However, a notice was sent to each door telling the Residents, including posting it on our [redacted] page to contact [redacted] if the power is out.I feel that each one of the complaints is unfounded and explained this to the Resident when I spoke with him. He still continued to blame us for the weather and for the power outage.Please let me know if you need any additional information.[redacted] Community ManagerTerrace View Apartments

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What the apartment complex is not stating is that when I first signed on there was only going to be two other roommates. Yes I did sign on and had they informed me that if I were to wait the 2 more days that I would of not had to pay another months rent in such a short period of time. What they are also not stating is that the condition of the apartment complex was so bad that bugs and other parasites were coming into the apartment complex and it was unlivable. When I complained about my dissatisfaction about the apartment, they informed me that I should talk to the roommates. I told them it is not my job to talk to dirty roommates. The roommates were the one's causing damage to the apartment complex and I did not want to be responsible anymore.  This is not agreeable to me. 
Regards,
[redacted]

I'm writing in response to the complaint I received referencing ID #[redacted]. As you are aware, we received 12 inches of snow and another 6 inches in a matter of 10 days on top of freezing weather and participation. The first day, as always, every Maintenance employee was out...

shoveling and cleaning sidewalks. They continued to shovel for at least the next 5-6 days.  We also the first, second and third day had a contractor on the property cleaning roads, and parking lots. As you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etc. We also had a hard time scraping parking lots with vehicles in them. We did whatever we could to clear as much as possible for everyone.As explained to the Resident, we change carpets as needed. We look at each carpet and place them on a list of replacement from the worse to the best. Carpets are changed when the budget allows and depending on the overall condition. I feel this complaint came almost a year later because of the snow issue.I feel that both these issues are unfounded. Terrace View made every effort possible to rectify and solve any issues possible these Residents had.Please let me know if you need any additional information.[redacted] Community ManagerTerrace View Apartments

Review: I have multiple problems with this business. First of all I had just moved out here to take a job at [redacted]. I had to borrow so much money to get moved in and I signed my least on 29 July 2016. I had never seen this before but I assumed that when I signed my lease it was from August 1st but they started in from 29 July 2016 and had me pay for the entire month of July. I din't get totally moved in until 1 August 2016 and I was staying in an extended stay motel and I was still covered in the hotel until the 1st of August. Had the woman told me that if I were to wait 3 more days I would of gladly done that. Cause I paid $714 upon moving in and then I was pretty much out of money and I had not received a payday as of yet. I did not know anything was up until the 15th and I got hit up with a rent payment for August and a late fee. They should at least tell you that I was going to be hit up 3 days later with another rent payment as I would not of signed the lease until the 1st of August. Basically I stayed 3 days at $200 a day. I have other bills to pay and not so much on rent. Then I was told that there are going to be 2 other roommates coming in. When I got to the place there was furniture and bed stuff all over the living room. I couldn't move around. I got one roommate a couple days later and it was not his furniture (I was told by the complex that he complained also about the furniture). Then about 2 weeks later the last roommate came in and the furniture was not his and then I got told that he was going to be subletting his room with a 3rd roommate, so there are 4 people living in a place designed for 3 and I was never told that there could be a chance of 3 other roommates. The problem with all of the roommates is that they are pigs. They never clean. There is still furniture in the living room, the kitchen is always a mess with grease on the stove and dirty dishes in the sink. The apartment complex did get me a new place to live and I have to rent a truck and to get my stuff moved from one place to another. Also the problem with 4 people in one place is that it gets split 3 ways for electric, water and so on. I essentially am paying for part of the 4th roommates bills. I would of never moved in had I known that here was going to 4 roommates as when I first came here I was going to sublet a 2 bedroom apartment and if I would of kept that deal I would not of gotten hit up with a 2nd rent 3 days after I moved in. I agree that something needs to be paid for the 3 days but not $612.Desired Settlement: I would be willing to have my late fee removed and not have to pay the August rent but it needs to be prorated.

I also want to be comphensated for me having to get a moving truck and to get my furniture to the new place.

Business

Response:

I am responding to complaint #[redacted] concerning Mr. [redacted]. When Mr. [redacted] signed his lease agreement, he was informed that the lease starting date was July 29th. Terrace View has a variety of lease starting dates throughout the summer. The apartment that Mr. [redacted] wanted had a lease start date of July 29th. It was stated on his lease agreement in bold, both the lease starting date and the lease ending date. The lease is a term lease, not a prorated lease. This too is stated within the lease agreement. Mr. [redacted] is to pay 12 equal monthly installments. Once those 12 installments are paid, his responsibility is complete. It is very unfortunate that Mr. [redacted] did not have the funds to move in when the lease started, however, upon signing the lease agreement, this was Mr. [redacted]'s responsibility. The fact that he did not plan ahead and did not have the funds was not a fault of Terrace View. Mr. [redacted] had the option to take an entire apartment or take a placing unit. This means, he is on an individual lease, and the other bedrooms are open to be leased. He chose to lease a bedroom in a placing unit knowing roommates will be added. The law states that there can be four unrelated Residents in a three bedroom unit. The "other" Residents were well in their right to share a bedroom if desired. Unfortuantely, when you lease individually, the entire apartment is not yours. When Mr. [redacted] called us informing us that he was unhappy, we immediately asked if he would like to switch units. It was at that point his choice to move, as we had a legal lease for the current apartment. We did this, because Terrace View makes it a priority to try and provide good customer service. This move too, was an inconvenience to us. He was not charged a lease change fee, we transferred all his monies to the new unit, and did all the appropriate paperwork without any additional charge. The move was a choice that Mr. [redacted] made when offered. Mr. [redacted] is not being charged for any monies that were not due. It states on the lease agreement the terms of the rent and when monies are due. When he has paid his twelve month obligation, he will owe no more. I will be happy to explain this to Mr. [redacted] again, if he would like to contact the Leasing office. Terrace View went out of our way to try and accommodate Mr. [redacted] by allowing him to move and not charging him the fees that legally we could have. I would be happy to address any other concerns Mr. [redacted] has and try and resolve any other issues if he would contact me. This complaint was not necessary if Mr. [redacted] would have just contacted me and I would have again given him a copy of the lease agreement and explained the payments once again. Thank you,[redacted]Property Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

What the apartment complex is not stating is that when I first signed on there was only going to be two other roommates. Yes I did sign on and had they informed me that if I were to wait the 2 more days that I would of not had to pay another months rent in such a short period of time. What they are also not stating is that the condition of the apartment complex was so bad that bugs and other parasites were coming into the apartment complex and it was unlivable. When I complained about my dissatisfaction about the apartment, they informed me that I should talk to the roommates. I told them it is not my job to talk to dirty roommates. The roommates were the one's causing damage to the apartment complex and I did not want to be responsible anymore. This is not agreeable to me.

Regards,

Review: I am living in Terrace View almost 2 years. Terrace View shirks responsibility of providing quality service to its residents. To support my claim I will give 2 examples

1) When we moved in to this apartment our carpet was in bad condition and we asked them to replace the carpet, it took almost a year to replace carpet. They replaced carpet at the end of our lease.

2) After every snow storm they shirk responsibility of cleaning parking lots and sidewalks, we need to call them and request it for cleaning of snow. After that also they don't do good job of cleaning parking lots. It really hard to take out cars from snow covered parking lots.

Business

Response:

I'm writing in response to the complaint I received referencing ID #[redacted]. As you are aware, we received 12 inches of snow and another 6 inches in a matter of 10 days on top of freezing weather and participation. The first day, as always, every Maintenance employee was out shoveling and cleaning sidewalks. They continued to shovel for at least the next 5-6 days. We also the first, second and third day had a contractor on the property cleaning roads, and parking lots. As you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etc. We also had a hard time scraping parking lots with vehicles in them. We did whatever we could to clear as much as possible for everyone.As explained to the Resident, we change carpets as needed. We look at each carpet and place them on a list of replacement from the worse to the best. Carpets are changed when the budget allows and depending on the overall condition. I feel this complaint came almost a year later because of the snow issue.I feel that both these issues are unfounded. Terrace View made every effort possible to rectify and solve any issues possible these Residents had.Please let me know if you need any additional information.[redacted] Community ManagerTerrace View Apartments

Review: My roommate and I had signed a lease with a start date of July 24th, 2015. We had paid rent which was $1099 as well as a $400 security deposit before the lease started and were under the impression that we were just paying a full rent in advance and the next one would be prorated. However, on August 1st we were charged $1099 on our online resident portal thus stating that we owe a total of $798. We first received an email notice stating that we owe $798 on August 15th. An hour later on August 15th, we received another email notice stating that we owe $1198. My roommate had constantly been trying to call the leasing office while overseas with no luck and had settled on sending an email to which he received a response stating that the first amount ($1099) was due on the 22nd of July (which was wrong as our lease started July 24th) and that rent was due in 12 equal monthly installments even though our lease ends on the 20th of May next year (10 months). Finally, I was able to reach the leasing office through the phone towards the end of the day and asked a representative to explain the situation. At first, I was told that the rent would be for a portion of August 2016. After, I told them that my lease ends May 20th, 2016 so I was confused as to why they said August 2016. They then corrected what they had said and said the rent covered part of the last month. After asking them to explain three times as I was confused as to which the July amount would be applied to, the representative had changed what she had said and said that the amount is for July 2015. After asking why a full month's rent is being applied for 7 days, they had said that, per the lease and company history, that they do not prorate. During my previous two years at Terrace View (in which I had changed units twice) I paid a prorated amount both times if my lease would start later than the first of the month or ended after. When I told the representative that, they then proceeded to say the company is under new management and it is their policy to NOT prorate Student Housing at all in Virginia. I have a number of friends who told me that their rent was prorated when they first signed the lease later in the month. I then asked if their policy to apply a full month's rent to seven days of time was fair to which the representative proceeded to giggle. While I was talking, the representative interrupted me and said that they would find someone to explain it better. I then asked them a question and in the middle of the question, was put on hold. After 15 minutes of holding, I was under the impression that they put me on hold to get me to stop talking. Before I signed the lease, I asked if I could change the dates to the rental period to which I received a reply of "as they lease has already been typed, I am unable to change them." When signing the lease, I was not made clear of the payment schedule and instead just sent a lease to which I was required to electronically sign. I had frequently tried to contact the leasing office while overseas with my parents who are serving the Department of State and have constantly been turned away by a recording. I am under the impression that my roommate and I were taken advantage of as we were students.Desired Settlement: Prorate July amount, waive late fee and apply credit to September rent.

Business

Response:

As stated in the lease agreement, the lease in which the Resident signed was a "term lease". We do NOT prorate rent. This is explained twice in the lease agreement. The Resident signed for a total term rent, which is divided between twelve equal monthly installments. The first installment being due on the first of the move in month. Every month after, the rent is due on the first of the month until twelve equal monthly installments are completed. The lease dates, the monthly rent and the term rent are clearly typed in bold on the first page of the lease agreement.

The confusion may be that his friend is at a Community that they prorate rents, we DO NOT prorate rents. Terrace View in no way would ever want any Resident to feel taken advantage of. We do all we can to not only post this on the lease agreement but also make the Residents know that we DO NOT prorate rents. We will provide the Resident with another copy of the lease agreement and will be happy to discuss the "Term Lease" again if this will help.

Because of the contract and how it reads, and the fact that the Resident agreed to such when signing, the rent will not be prorated. Terrace View will however, waive the late fee. The Resident will just need to come by and sign a "waive the late fee" waiver. Once that's signed, we will remove the late fee.

Terrace View appreciates the "students" and their residency. We are grateful that so many students make Terrace View their home each year. We, as a company strive to make sure we provide the best customer service possible.

Please let me know if there are any further questions.

Sincerely,

Property Manager

Review: The employees are rude with you and unhelpful. Everything is "out of their hands". They don't solve issues or complaints in a timely manner unless they are continually bugged. The parking lots need to be plowed after the 8 inches of snow we received. They had a third party apparently come plow once and they barely cleared the parking lot. My tires were spinning just to back out of the lot. This latest issue comes just after they did not inform us of the status of when we would receive electricity back after the company they contract out to and services us lost [redacted] We were without [redacted] for 22hours. The temperature inside the apartment dropped to 48degrees. They did not answer their offices phones when I called. I also left a message with maintenance and never received a call back.Desired Settlement: I just want them to take responsibility for their property, when it snows have a plow come a couple times that day. People need to get to class, the lot needs to be sufficiently plowed and for safety reasons. Someone could fall when the snow freezes over. Also their lack of concern when the [redacted] went out. They gave us no update and applied little to no pressure on the [redacted] company.

Business

Response:

I'm writing in response to the complaint I received referencing ID #[redacted]. As you are aware, we received 12 inches of snow and another 6 inches in a matter of 10 days on top of freezing weather and participation. The first day, as always, every Maintenance employee was out shoveling and cleaning sidewalks. They continued to shovel for at least the next 5-6 days. We also the first, second and third day had a contractor on the property cleaning roads, and parking lots. As you can imagine, with that much snow, pushing the parking lots piled snow behind cars, next to dumpsters, etc. We also had a hard time scraping parking lots with vehicles in them. We did whatever we could to clear as muchas possible for everyone.Terrace View Residents pay their own electricity and they receive electricity through [redacted] The same as any Resident in the town of [redacted] The [redacted] went off for a period of time in [redacted], including, but not limited to Terrace view. We have NO control over the [redacted] outages due to weather. The office was closed for a few days due to the weather, so we did not answer the phones. However, a notice was sent to each door telling the Residents, including posting it on our [redacted] page to contact [redacted] if the power is out.I feel that each one of the complaints is unfounded and explained this to the Resident when I spoke with him. He still continued to blame us for the weather and for the power outage.Please let me know if you need any additional information.[redacted] Community ManagerTerrace View Apartments