The Arch Apartments

Thank you for speaking with me today regarding this complaint Please see the information below and attachments in response to this complaint One attachment is the emails between [redacted] (***'s mother) as she was the only one to contact us We are not required to talk with anyone not listed on the account, however, as a courtesy I did respond to each of [redacted] 's emails to help them understand the charges We have heard nothing since these emails The first email was on February 17, You can see the responses between her and I regarding the account The attachment marked [redacted] is the attachment I sent to [redacted] in an emailed response showing her that the $that was held for the last installment had already been applied to his accountI will also forward you the emails so you can see that I have sent everything in its entirety I have also attached the move out statement that was sent to [redacted] and his guarantor on August 24, The only time [redacted] (the collection agency) reached out to us regarding ***'s account was January 19th That email was just to confirm the amount that [redacted] and his guarantor owed I have attached those emails (from them and which was my response)There will be no adjustment to the bill as that is the amount that [redacted] and his guarantor are responsible for per the lease agreement they signed If you have any additional questions or need more information regarding this complaint please feel free to reach out to me Thank you and have a wonderful day! [redacted] The Arch Assistant General Manager

In response to complaint [redacted] by [redacted] Charges are outlined in the lease that they signed before moving into the apartment complex These charges include: rent, liability insurance, and the possibility of Utility overage All charges, minus utility overages, are automatically charged based on the lease that was signed Utility overages are charged depending on the bill received by LG&E for the month of service Those charges are then entered into the account for the period of service All accounts reflect correct and accurate charges at this point Being that we are a newer constructions, our HVAC units were under a warranty from the original installers This means that we had to provide them with a unit, and they would send a contractor to come and make the repairs necessary to the unit This work order was put in on a Saturday, when maintenance and HVAC company are not working Problem was fixed on a Tuesday when work could be scheduled and completed We had a team from a highly reputable Allergen control company come out to investigate the mold they claimed was in the unit This team took samples and did testing from what they found in the unit They found that the moisture in the hallway was indeed dog urine, and did not come from the HVACWe do quarterly inspections of units and replace air filters in all units at that time Replacements of filters have been in Feb-April, May-June and August We will do another replacement in the next few weeks Some apartments may have caused more build up on a filter due to the living conditions of that unit No apartments has gone months without a filter change, unless they did not allow us access to change the filter We place security as a high priority on our property It is impossible for us or any other property on the planet to GUARANTEE safety When someone comes to the desk to report an issue with security, we will let them know the next steps they need to take depending on the situation A wallet that was left out at the pool and taken, is not our liability or responsibilityOur policy per our lease agreement require someone wishing to get out of their lease to find a new person to sign a lease that would take the place of their lease This new resident is required to pass all screening like any new resident would, and is required to pay the signing fees we have in place The current resident is required to pay a $lease takeover fee for this to be finalized This process is the same at every property around campus and many properties across the country It is not our responsibility to allow you to break a legal binding contract because you do not want to follow the same procedures as anyone else We are also unable to make exceptions to the policy due to federal Fair Housing regulations We must treat all people looking to get out of the lease equally, and are not allowed to give preferential treatment to one or the other I have gone over all of these issues with the resident weeks prior to this complaint We have resolved all issues with the unit and discussed all problems he had with anything else at that time This complaint is made in an attempt to be let out of his lease, which will not happenPlease let me know if you have any other questionsThanks, [redacted] General Manager

Revdex.com: I have reviewed the response 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 Regards, [redacted] I had to move back with my parents, I notified this company of this before this new lease starts in August of 2015, again I am not referring to the lease that ends this July My parents are in the military and had orders to move, which I am forced to move do to financial hardshipsThis company is being inconsiderate and only thinking about moneyI no longer live in the state of Kentucky and they are just now telling me about finding someone to take over the leaseAt first they stated it was a $dollar fee, which they already have holding for a lease that has not started, and can let me out of, but chose not to even though I have notified them of my current circumstance

Thank you for speaking with me today regarding this complaint. Please see the information below and attachments in response to this complaint One attachment is the emails between *** (***'s mother) as she was the only one to contact us. We are not required to talk
with anyone not listed on the account, however, as a courtesy I did respond to each of ***'s emails to help them understand the charges. We have heard nothing since these emails. The first email was on February 17, You can see the responses between her and I regarding the account. The attachment marked *** is the attachment I sent to *** in an emailed response showing her that the $that was held for the last installment had already been applied to his accountI will also forward you the emails so you can see that I have sent everything in its entirety. I have also attached the move out statement that was sent to *** and his guarantor on August 24, The only time *** *** *** (the collection agency) reached out to us regarding ***'s account was January 19th. That email was just to confirm the amount that *** *** and his guarantor owed. I have attached those emails (from them and which was my response)There will be no adjustment to the bill as that is the amount that *** *** and his guarantor are responsible for per the lease agreement they signed If you have any additional questions or need more information regarding this complaint please feel free to reach out to me Thank you and have a wonderful day! *** *** The Arch Assistant General Manager

*** *** and her guarantor signed their binding lease renewal on October10th, to stay in the current apartment for the period of August 1st,- July 31st, 2016. She has since decided that she does not want tolive here during that time. We have informed her of the process to get
outof her lease contract. That process involves paying a $fee, andfinding a person to sign a lease to take the place of her lease. She doesnot want to do this and feels it is "unfair". She has tried to claimmilitary leave to get out of her lease, but will not provide the ordersthat are required to get out of a binding lease contract. If the ordersare provided and they meet the federal regulations for military leave, wewill be happy to abide. She has signed a legally binding contract as wellas her mother, *** ***, as the guarantor on the lease.We will not be letting her out of her lease unless she provides thenecessary documentation for military leave, or follows our Lease Take-Overprocess and pays all applicable fees. If we are able to fill her space inthe time being we will. But we are not at 100% occupied or leased for ourfall semester, and unless we reach that, we will not be able to fill spacesof people looking to back out of their lease.Thank you,*** ***General Manager###-###-####***

[redacted] and her guarantor signed their binding lease renewal on October10th, 2014 to stay in the current apartment for the period of August 1st,2015 - July 31st, 2016.  She has since decided that she does not want tolive here during that time.  We have...

informed her of the process to get outof her lease contract.  That process involves paying a $500 fee, andfinding a person to sign a lease to take the place of her lease.  She doesnot want to do this and feels it is "unfair".  She has tried to claimmilitary leave to get out of her lease, but will not provide the ordersthat are required to get out of a binding lease contract.  If the ordersare provided and they meet the federal regulations for military leave, wewill be happy to abide.  She has signed a legally binding contract as wellas her mother, [redacted], as the guarantor on the lease.We will not be letting her out of her lease unless she provides thenecessary documentation for military leave, or follows our Lease Take-Overprocess and pays all applicable fees.  If we are able to fill her space inthe time being we will.  But we are not at 100% occupied or leased for ourfall semester, and unless we reach that, we will not be able to fill spacesof people looking to back out of their lease.Thank you,[redacted]General Manager###-###-####[redacted]

Thank you for speaking with me today regarding this complaint.  Please see the information below and attachments in response to this complaint.   One attachment is the emails between [redacted]'s mother) as she was the only one to contact us.  We are not required to talk with...

anyone not listed on the account, however, as a courtesy I did respond to each of [redacted]'s emails to help them understand the charges.  We have heard nothing since these emails.  The first email was on February 17, 2016. You can see the responses between her and I regarding the account.  The attachment marked [redacted] is the attachment I sent to [redacted] in an emailed response showing her that the $650 that was held for the last installment had already been applied to his account. I will also forward you the emails so you can see that I have sent everything in its entirety.  I have also attached the move out statement that was sent to [redacted] and his guarantor on August 24, 2015. The only time [redacted] (the collection agency) reached out to us regarding [redacted]'s account was January 19th.  That email was just to confirm the amount that [redacted] and his guarantor owed.  I have attached those emails (1 from them and 1 which was my response). There will be no adjustment to the bill as that is the amount that [redacted] and his guarantor are responsible for per the lease agreement they signed.   If you have any additional questions or need more information regarding this complaint please feel free to reach out to me.   Thank you and have a wonderful day!   [redacted] The Arch Assistant General Manager

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
 
 
 I had to move back with my parents, I notified this company of this before this new lease starts in August of 2015, again I am not referring to the lease that ends this July 2015..... My parents are in the military and had orders to move, which I am forced to move do to financial hardships..... This company is being inconsiderate and only thinking about money.... I no longer live in the state of Kentucky and they are just now telling me about finding someone to take over the lease. At first they stated it was a $500 dollar fee, which they already have holding for a lease that has not started, and can let me out of, but chose not to even though I have notified them of my current circumstance.

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
 
 
 I had to move back with my parents, I notified this company of this before this new lease starts in August of 2015, again I am not referring to the lease that ends this July 2015..... My parents are in the military and had orders to move, which I am forced to move do to financial hardships..... This company is being inconsiderate and only thinking about money.... I no longer live in the state of Kentucky and they are just now telling me about finding someone to take over the lease. At first they stated it was a $500 dollar fee, which they already have holding for a lease that has not started, and can let me out of, but chose not to even though I have notified them of my current circumstance.

In response to complaint [redacted] by [redacted].  Charges are outlined in the lease that they signed before moving into the apartment complex.  These charges include: rent, liability insurance, and the possibility of Utility overage.  All charges, minus utility overages, are...

automatically charged based on the lease that was signed.  Utility overages are charged depending on the bill received by LG&E for the month of service.  Those charges are then entered into the account for the period of service.  All accounts reflect correct and accurate charges at this point.  Being that we are a newer constructions, our HVAC units were under a warranty from the original installers.  This means that we had to provide them with a unit, and they would send a contractor to come and make the repairs necessary to the unit.  This work order was put in on a Saturday, when maintenance and HVAC company are not working.  Problem was fixed on a Tuesday when work could be scheduled and completed.  We had a team from a highly reputable Allergen control company come out to investigate the mold they claimed was in the unit.  This team took samples and did testing from what they found in the unit.  They found that the moisture in the hallway was indeed dog urine, and did not come from the HVAC. We do quarterly inspections of units and replace air filters in all units at that time.  Replacements of filters have been in Feb-April, May-June and August.  We will do another replacement in the next few weeks.  Some apartments may have caused more build up on a filter due to the living conditions of that unit.  No apartments has gone 5 months without a filter change, unless they did not allow us access to change the filter.  We place security as a high priority on our property.  It is impossible for us or any other property on the planet to GUARANTEE safety.  When someone comes to the desk to report an issue with security, we will let them know the next steps they need to take depending on the situation.  A wallet that was left out at the pool and taken, is not our liability or responsibility. Our policy per our lease agreement require someone wishing to get out of their lease to find a new person to sign a lease that would take the place of their lease.  This new resident is required to pass all screening like any new resident would, and is required to pay the signing fees we have in place.  The current resident is required to pay a $500 lease takeover fee for this to be finalized.  This process is the same at every property around campus and many properties across the country.  It is not our responsibility to allow you to break a legal binding contract because you do not want to follow the same procedures as anyone else.  We are also unable to make exceptions to the policy due to federal Fair Housing regulations.  We must treat all people looking to get out of the lease equally, and are not allowed to give preferential treatment to one or the other.  I have gone over all of these issues with the resident 2 weeks prior to this complaint.  We have resolved all issues with the unit and discussed all problems he had with anything else at that time.  This complaint is made in an attempt to be let out of his lease, which will not happen. Please let me know if you have any other questions. Thanks,  [redacted] General Manager