She cancelled her application outside of our hour time frame, yet we accommodated her and still refunded her money Yes we were experiencing phone and internet outage from 2/1/- 2/4/which we took into account when considering her refund This is why she believes we blocked her phone number (which we do not have access to do) but also this is the reason we did a refund outside of our policy She was only refunded her admin fee as her application was processed and was pending additional information the applicant refused to provide.The actual complaint is that the applicant is trying to cash her refund check via an app on her phone We use the same check system for all refunds and payments for vendors and this is the first complaint we've received She is more than able to take it to a physical bank to cash itIf we re-issued this check, she would still run into the same issue of compatibility with her phone She should take this up with her bank and their app, instead of us.While we understand this may be inconvenient, we provided the appropriate refund in valid tender in a very timely fashion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. While they did send me a letter clearly outlining the fees, attached to that was also attached fees if there were clean up, repairs or any other apartment maintenance the apartment may have neededHowever, it was just an outline, which isn't a final bill. The only thing I misunderstood was the final bill amount, they could have charged me more if they felt they needed to do clean up on the apartmentI reached out to receive a final bill from them as they had not gave me the dollar and cents, the online portal that I had been using to pay my rent for 13+ months said $which I thought was odd so I pro actively reached out to them to try and clarify my final bill amount, I knew a general range on what I owedThe apartment manager then reached out to me, not her assistant or somebody else on the staff and told me to make a one-time payment in the amount that I want to payI thought it was strange of her to reply with that answer but she's the apartment manager and does this on a daily basis. Although they never explicitly stated they were waiving fees, it is implicit by saying make a "one-time" paymentAfter making a one time payment I expect to not have to pay any moreHer answer pertaining to my question regarding my final bill amount was clear and concise pay what I wantIf the apartment complex didn't have my final bill ready they should have stated it's not ready or I will receive it on a certain day or if there was confusion she could asked me what I meant. Furthermore they have negatively affected my credit by sending this to collections, I have tier one credit and a score, I pay my bills to what I'm obligated to and didn't intend to try and get out of what was outlined to me, they never gave me the final bill and I simply asked to make sure I paid the correct amount for my final bill.Attached is the correspondence with the apartment managerAs you can see I emailed them June 4th and they responded the same dayA few weeks later they sent me a different bill. Thank you for your time and assistance with this concern,
Regards,
*** ** ***
First, I feel it is important to point out a few items. The terms to break his lease were all detailed in his lease that he signed prior to taking possession of the apartment in the addendum entitled Lease Contract Buy Out Agreement Addendum. Also, we sent a letter to Mr. [redacted] door...
two months prior to the email conversation attached clearly outlining the fees that would be due from that point forward. I have included the notice in the attachment as well for your reference. We value both current and past residents’ privacy, so I will not provide the lease, however if Mr. [redacted] would like a copy to provide you we will be happy to supply him with it. As the attached email exchange reflects, there was a misunderstanding on what Mr. [redacted] was asking. As paying pro-rated move out rent is a very common question (asked anywhere from five to twenty-five times a month depending on the season), [redacted] gave instructions on how to do so. Mr. [redacted] took this to mean that he owed no other amount. [redacted] never mentioned in any correspondence that she was waiving any fees. [redacted] sent him a final account statement detailing his debt within a few days of move out. Then responded to his reply providing more detail to clear up any confusion. His original email asked how to pay his final bill. This could refer to his final month’s rent, or to the fees that he would incur at the end of the month. Our only fault would be not pressing for greater detail in his word choice. We did provide all the information regarding his financial obligations at move in, a few days after he gave notice, and a few days after move out. We do not feel this misunderstanding mitigates his responsibilities he agreed to in his lease. If you need anything else please feel free to get in touch and I will do all I can to be of service. Lastly, if you could keep me up to date regarding this matter I would appreciate it as we pride ourselves on our quality of service and we understand how our Revdex.com rating reflects this. Thank you for your time and assistance with this concern, [redacted]Assistant Manager
Thank you for your response. Unfortunately, the charges still stand based on the early termination policy agreed to and signed by Mr. [redacted] and detailed to him at the time notice to vacate was submitted. The emailed response sent to Mr. [redacted] from the manger was clear. He asked how to make a one time payment. The manager answered this question. There was no misunderstanding by the manager of what was being asked. At no point did Mr. [redacted] ask what amount needed to be paid, he asked how to make a payment. No further discussion was made about any dollar amounts afterwards. Mr. [redacted] was notified via letter to his door of the amounts that were due at the time of move out based on the early termination terms of the lease agreement which he signed. At no point did the manager make mention of specific dollar amounts, waiving fees, changing any amounts due for cancelling the lease agreement or additional cleaning charges that he would be billed for within the emailed response. The final bill sent to Mr. [redacted] detailed early termination fees associated with his signed lease agreement. Mr. [redacted] was made fully aware, as he previously stated in the last response, of the amounts that would be due for cancelling the lease agreement early. I sent the letter to him again detailing the charges that he received for his records when he first inquired.
Thank you,[redacted]
She cancelled her application outside of our 72 hour time frame, yet we accommodated her and still refunded her money. Yes we were experiencing phone and internet outage from 2/1/17 - 2/4/17 which we took into account when considering her refund. This is why she believes we blocked her...
phone number (which we do not have access to do) but also this is the reason we did a refund outside of our policy. She was only refunded her admin fee as her application was processed and was pending additional information the applicant refused to provide.The actual complaint is that the applicant is trying to cash her refund check via an app on her phone. We use the same check system for all refunds and payments for vendors and this is the first complaint we've received. She is more than able to take it to a physical bank to cash it. If we re-issued this check, she would still run into the same issue of compatibility with her phone. She should take this up with her bank and their app, instead of us.While we understand this may be inconvenient, we provided the appropriate refund in valid tender in a very timely fashion.
She cancelled her application outside of our hour time frame, yet we accommodated her and still refunded her money Yes we were experiencing phone and internet outage from 2/1/- 2/4/which we took into account when considering her refund This is why she believes we blocked her phone number (which we do not have access to do) but also this is the reason we did a refund outside of our policy She was only refunded her admin fee as her application was processed and was pending additional information the applicant refused to provide.The actual complaint is that the applicant is trying to cash her refund check via an app on her phone We use the same check system for all refunds and payments for vendors and this is the first complaint we've received She is more than able to take it to a physical bank to cash itIf we re-issued this check, she would still run into the same issue of compatibility with her phone She should take this up with her bank and their app, instead of us.While we understand this may be inconvenient, we provided the appropriate refund in valid tender in a very timely fashion
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. While they did send me a letter clearly outlining the fees, attached to that was also attached fees if there were clean up, repairs or any other apartment maintenance the apartment may have neededHowever, it was just an outline, which isn't a final bill. The only thing I misunderstood was the final bill amount, they could have charged me more if they felt they needed to do clean up on the apartmentI reached out to receive a final bill from them as they had not gave me the dollar and cents, the online portal that I had been using to pay my rent for 13+ months said $which I thought was odd so I pro actively reached out to them to try and clarify my final bill amount, I knew a general range on what I owedThe apartment manager then reached out to me, not her assistant or somebody else on the staff and told me to make a one-time payment in the amount that I want to payI thought it was strange of her to reply with that answer but she's the apartment manager and does this on a daily basis. Although they never explicitly stated they were waiving fees, it is implicit by saying make a "one-time" paymentAfter making a one time payment I expect to not have to pay any moreHer answer pertaining to my question regarding my final bill amount was clear and concise pay what I wantIf the apartment complex didn't have my final bill ready they should have stated it's not ready or I will receive it on a certain day or if there was confusion she could asked me what I meant. Furthermore they have negatively affected my credit by sending this to collections, I have tier one credit and a score, I pay my bills to what I'm obligated to and didn't intend to try and get out of what was outlined to me, they never gave me the final bill and I simply asked to make sure I paid the correct amount for my final bill.Attached is the correspondence with the apartment managerAs you can see I emailed them June 4th and they responded the same dayA few weeks later they sent me a different bill. Thank you for your time and assistance with this concern,
Regards,
*** ** ***
First, I feel it is important to point out a few items. The terms to break his lease were all detailed in his lease that he signed prior to taking possession of the apartment in the addendum entitled Lease Contract Buy Out Agreement Addendum. Also, we sent a letter to Mr. [redacted] door...
two months prior to the email conversation attached clearly outlining the fees that would be due from that point forward. I have included the notice in the attachment as well for your reference. We value both current and past residents’ privacy, so I will not provide the lease, however if Mr. [redacted] would like a copy to provide you we will be happy to supply him with it. As the attached email exchange reflects, there was a misunderstanding on what Mr. [redacted] was asking. As paying pro-rated move out rent is a very common question (asked anywhere from five to twenty-five times a month depending on the season), [redacted] gave instructions on how to do so. Mr. [redacted] took this to mean that he owed no other amount. [redacted] never mentioned in any correspondence that she was waiving any fees. [redacted] sent him a final account statement detailing his debt within a few days of move out. Then responded to his reply providing more detail to clear up any confusion. His original email asked how to pay his final bill. This could refer to his final month’s rent, or to the fees that he would incur at the end of the month. Our only fault would be not pressing for greater detail in his word choice. We did provide all the information regarding his financial obligations at move in, a few days after he gave notice, and a few days after move out. We do not feel this misunderstanding mitigates his responsibilities he agreed to in his lease. If you need anything else please feel free to get in touch and I will do all I can to be of service. Lastly, if you could keep me up to date regarding this matter I would appreciate it as we pride ourselves on our quality of service and we understand how our Revdex.com rating reflects this. Thank you for your time and assistance with this concern, [redacted]Assistant Manager
Thank you for your response. Unfortunately, the charges still stand based on the early termination policy agreed to and signed by Mr. [redacted] and detailed to him at the time notice to vacate was submitted. The emailed response sent to Mr. [redacted] from the manger was clear. He asked how to make a one time payment. The manager answered this question. There was no misunderstanding by the manager of what was being asked. At no point did Mr. [redacted] ask what amount needed to be paid, he asked how to make a payment. No further discussion was made about any dollar amounts afterwards. Mr. [redacted] was notified via letter to his door of the amounts that were due at the time of move out based on the early termination terms of the lease agreement which he signed. At no point did the manager make mention of specific dollar amounts, waiving fees, changing any amounts due for cancelling the lease agreement or additional cleaning charges that he would be billed for within the emailed response. The final bill sent to Mr. [redacted] detailed early termination fees associated with his signed lease agreement. Mr. [redacted] was made fully aware, as he previously stated in the last response, of the amounts that would be due for cancelling the lease agreement early. I sent the letter to him again detailing the charges that he received for his records when he first inquired.
Thank you,[redacted]
She cancelled her application outside of our 72 hour time frame, yet we accommodated her and still refunded her money. Yes we were experiencing phone and internet outage from 2/1/17 - 2/4/17 which we took into account when considering her refund. This is why she believes we blocked her...
phone number (which we do not have access to do) but also this is the reason we did a refund outside of our policy. She was only refunded her admin fee as her application was processed and was pending additional information the applicant refused to provide.The actual complaint is that the applicant is trying to cash her refund check via an app on her phone. We use the same check system for all refunds and payments for vendors and this is the first complaint we've received. She is more than able to take it to a physical bank to cash it. If we re-issued this check, she would still run into the same issue of compatibility with her phone. She should take this up with her bank and their app, instead of us.While we understand this may be inconvenient, we provided the appropriate refund in valid tender in a very timely fashion.