The Grand Reserve

Hello,
We mailed the Final Account Statement to the resident on 8/10/and called her today due to not hearing anything from her. Once we got in touch with her she let us know that she would be paying her balance on 9/10/but that she thought the charges are unfair so we
offered to provide her the information on how we determine her charges and in fact under charged her for our cost in turning her apartment for the next resident. Her apartment was heavily smoked in which caused the majority of the charge as our community is a non-smoking community. I am not willing to deduct any of the charges as we are already out a considerable amount from the damages caused to our home. Although having just spoken to Mrs *** today she may be willing to recant her response since she now has the full information. Below is the email that was sent to her today and attached is the information that was sent to her as well so that she could see how we determine the cost
From: *** *** Sent: Thursday, August 27, 12:PMTo: '***.***Subject: YOUR FINAL ACCOUNT WITH THE GRAND RESERVEImportance: High
Hello again,
I appreciate your cooperation in the closing of the account, but I don’t want you to think that we would charge you unfairly for the repairs to your home
I have included the final account statement with the pictures of how the home was returned to us (the pictures should substantiate the cleaning and trash out and the patio blind replacement)I gathered the invoices from Americlean (duct cleaning for the smoke) and Tradeworks (carpet and vinyl replacement for the smoke damage - $for which you were not charged), and I got the quote for the paint in your home from our maintenance supervisor (for which you were undercharged)So it is really the smoke damage in the home that caused most of the charges on your final account
We do our best to make sure that we are being fair when we compile the charges, and I hope that this communication can ease any hard feelings you may have for the bill
Please let me know if you have any questions, and keep me in the loop for your payment J
*** ***
Assistant Property Manager
Leasing Consultant
Accounts Representative
The Grand Reserve at Phenix City
College Drive
Phenix City, Alabama
334-480-Office
334-480-Fax
www.grandreservepc.com

To whom it may concern:
This resident’s complaint
is about her upstairs neighbors being very loud/children running around their home outside of our quite hours (10pm to 6am). When she emailed Lyndsey the first time, Lyndsey did as protocol and contacted the resident. The first phone number went to voicemail and a voicemail was left, the second number had no voicemail set up. Per protocol, depending on the type of complaint that it is they would receive a verbal warning/friendly reminder. The following day the 31st, the upstairs neighbor came into the office. He wanted to report his downstairs neighbor (our original complaint filer). He stated that she is constantly banging on the ceiling plus times a day. I spoke with him and reminded him of quite hours and also checked his file to find that he has lived here for more than years with zero complaints. I asked if he was being louder than and he stated that he had company for Christmas but other than living he didn't think that he was being loud, but that he had a couple of kids over and he would do his best to control the volume. Not only that he stated that he is in the military and he is a ranger so he is normally out of town and his wife and child go home during the time he is gone, so he thinks that his neighbor may just be use to no one being home so now that everyone is home it is louder than what she is used to. I stated that I understood and to keep in mind other residents. He stated that he would do his best.
During this time, I received an email for me to call the downstairs neighbor (who lodged the original complaint) back regarding the complaint. I didn't get to my messages right away, so she called me back regarding the complaint and was very upset that I did not call her within minutes which she thought was acceptable for a business to return her call. I explained that I was very busy and unaware that I received a message and apologize and assured her that I would have this noise complaint taken care of. I did not however call the upstairs neighbor because he was just in the office and I assumed the complaint was handled since I spoke with him prior to receiving the call from her. I did advise my leasing agents to issue a written friendly reminder to him so that it would be on file. She hung up happy with my answer
She called back about minutes later very upset and screaming and cursing at my leasing agent *** (which is a lease violation in itself). *** then transferred the call to me which she was still screaming and cursing. I, due to privacy policy, could not tell her the actions that I took on her neighbor but advised that it was in fact taken care of however I do not believe that she heard any of that over her screaming. I told her that if she could not lower her tone and speak to me in a professional manner then I would be disconnecting the phone call. She became more upset and informed me that she would turn me over to the Revdex.com. I advised that if she thought that was necessary then that was fine and then informed her that because she is still yelling at me I would be disconnecting the phone call
As far as the claim of discrimination, we follow a protocol for all violations. If it is your first violation (depending on the type of violation that it is) then you will receive a verbal warning/friendly reminderHowever, her first lease violation was a very severe lease violation (much more than a simple noise complaint) which could have resulted in eviction. With that being said, a verbal warning/friendly reminder would not have been given for that type of offense and any lease violation that she would have received after that would have resulted in a written violation
We will not be honoring the half off her rent that she has requested because all policies and protocols were followed and we complied with fair housing rules and regulations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello,
First I want to thank you for your patience as I further investigated this matter.
I did look into the application paperwork and it does state that the deposit is non-refundable. The reason the deposit would have been non-refundable is because we have
pulled that apartment off the market and were unable to rent that apartment to anyone else causing our company to lose money on this home.However, I also looked at the online application and noticed that there were not any disclosures informing you that the deposit would be non- refundable. So for that reason, I will be refunding your deposit($200.00) and administration fee($75.00) to you via check.
Please contact the office by email at [email protected] or by phone at 334-480-to give them the forwarding address that you would like this to be sent to
Thank you,
*** ***
Regional Operations Manager
The Grand Reserve
Phenix City/Pike Road/Pelham

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***