The Mansions at Briggs Ranch

WWW.MANSIONSBRIGGSRANCH.COM August 11, Reference: ID [redacted] To whom it may concern: We received your letter with ID # [redacted] regarding Customer Service concerns and would like to take this time to address the issueOur company uses a revenue management system which requires certain information in certain fields before we are allowed to give specific pricing for a home that is availableAs stated in Ms [redacted] s complaint, [redacted] did give her a price range without requiring specific parameters that our system requires in order to generate a customized quoteWe strive to provide the best customer service and apologize if Ms [redacted] feels that our customer service was less than excellent

Complaint: [redacted] I am rejecting this response because: Providing a price range of $to $isnt sufficient and quite informative information to be given out to interested future tenants Regards, [redacted]

Multiple instances of clerical issues, apathetic response accusing me of negligence for not following up until I received a notice to vacate: Management misread a check for $when it was $900, they did not look at the written amountServed me a notice to vacate and $late feeThe fee was waived but this was definitely a stressful experience Management representative gave me the wrong move out date (she signed document) and I payed the prorated amount for the date documentedI was served with a notice to vacate in daysI immediately went to the management office and spoke to a different representativeI was told it was clearly a clerical error and they would submit to have the fee waivedReceived a notification that I still owed money for the feeAfter discussing the issue with the assistant managemer I was told the woman who represented management and signed the move out date was non authoritative and it was my responsibility to follow upResulting in me having to pay the late fee or they 'would take me to court' On the last months payment, I went to the office on the 1st, to verify that I had paid the rent required in addition to the water billI was informed that I had overpaid and would have a credit to my account, days later I was contacted via email stating that I owed a small amount stillIf I did not pay before the end of the day I would be required to pay a late feeThe office was closed and I had to pay online, which showed me owing an entire months rent even though I was moving out on the 17thI was forced to pay ~$online in addition to a $convenience fee to avoid getting a $fee Additionally I was issued set of keys and their documentation states I was issued it was apparently documented that way, but the 2's are in different handwriting on the document shown to meThat means I get to look forward to another set of fees after being goneI have never had so many issues with a rental management company The representatives in the front office clearly do not have effective training or the ability to truly handle issues like this, while they are generally nice it doesn't help when you have a real problemManagement is not available outside of a work schedule (at least consistently) making it very difficult to meet with them for a full time workerMy personal experience with management regarding the second issue was extremely frustratingI have no problem paying late fees when I am late, but when I am coming to the office to verify payments multiple times and still getting late fees or being threatened with late fees it is extremely frustrating

Mr. [redacted] signed a lease contract with the Mansions at Briggs Ranch on October 23, 2014 which was executed by management on October 24, 2014. The contract which both... parties signed, states in paragraph 33 that "neither we nor any of our representatives have made any oral promises, representations, or agreements." Mr. [redacted] was only charged the reletting fee of $856.80 for breaking his contract which is stated in paragraph 11. "You will be responsible for a reletting charge of $856.80 if you fail to move in." Sincerely, Taylor Liles Community Director Masons Briggs Ranch [redacted]

WWW.MANSIONSBRIGGSRANCH.COM
1.05pt;"> August 11, Reference: ID *** To whom it may concern: We received your letter with ID # *** regarding Customer Service concerns and would like to take this time to address the issueOur company uses a revenue management system which requires certain information in certain fields before we are allowed to give specific pricing for a home that is availableAs stated in Ms***s complaint, *** did give her a price range without requiring specific parameters that our system requires in order to generate a customized quoteWe strive to provide the best customer service and apologize if Ms*** feels that our customer service was less than excellent

WWW.MANSIONSBRIGGSRANCH.COM August 11, Reference: ID *** To whom it may concern: We received your letter with ID # *** regarding Customer Service concerns and would like to take this time to address the issueOur company uses a revenue management system which requires certain
information in certain fields before we are allowed to give specific pricing for a home that is availableAs stated in Ms***s complaint, *** did give her a price range without requiring specific parameters that our system requires in order to generate a customized quoteWe strive to provide the best customer service and apologize if Ms*** feels that our customer service was less than excellent

Mr*** signed a lease contract with the Mansions at Briggs Ranch on October 23, which was executed by management on October 24, The contract which both parties signed, states in paragraph that "neither we nor any of our representatives have made any oral promises,
representations, or agreements." Mr*** was only charged the reletting fee of $for breaking his contract which is stated in paragraph "You will be responsible for a reletting charge of $if you fail to move in." Sincerely,Taylor Liles Community Director Masons Briggs Ranch *** ***

Complaint: [redacted]
I am rejecting this response because: Providing a price range of $1100 to $1800 isnt sufficient and quite informative information to be given out to interested future tenants. 
Regards,
[redacted]

Multiple instances of clerical issues, apathetic response accusing me of negligence for not following up until I received a notice to vacate:

1. Management misread a check for $700 when it was $900, they did not look at the written amount... Served me a notice to vacate and $75 late fee. The fee was waived but this was definitely a stressful experience.

2. Management representative gave me the wrong move out date (she signed document) and I payed the prorated amount for the date documented. I was served with a notice to vacate in 3 days. I immediately went to the management office and spoke to a different representative. I was told it was clearly a clerical error and they would submit to have the fee waived. Received a notification that I still owed money for the fee. After discussing the issue with the assistant managemer I was told the woman who represented management and signed the move out date was non authoritative and it was my responsibility to follow up. Resulting in me having to pay the late fee or they 'would take me to court'.

3. On the last months payment, I went to the office on the 1st, to verify that I had paid the rent required in addition to the water bill. I was informed that I had overpaid and would have a credit to my account, 3 days later I was contacted via email stating that I owed a small amount still. If I did not pay before the end of the day I would be required to pay a late fee. The office was closed and I had to pay online, which showed me owing an entire months rent even though I was moving out on the 17th. I was forced to pay ~$700 online in addition to a $35 convenience fee to avoid getting a $75 fee.

Additionally I was issued 1 set of keys and their documentation states I was issued 2. it was apparently documented that way, but the 2's are in different handwriting on the document shown to me. That means I get to look forward to another set of fees after being gone. I have never had so many issues with a rental management company.

The representatives in the front office clearly do not have effective training or the ability to truly handle issues like this, while they are generally nice it doesn't help when you have a real problem. Management is not available outside of a normal work schedule (at least consistently) making it very difficult to meet with them for a full time worker. My personal experience with management regarding the second issue was extremely frustrating. I have no problem paying late fees when I am late, but when I am coming to the office to verify payments multiple times and still getting late fees or being threatened with late fees it is extremely frustrating.

Mr. [redacted] signed a lease contract with the Mansions at Briggs Ranch on October 23, 2014 which was executed by management on October 24, 2014. The contract which both...

parties signed, states in paragraph 33 that "neither we nor any of our representatives have made any oral promises, representations, or agreements." Mr. [redacted] was only charged the reletting fee of $856.80 for breaking his contract which is stated in paragraph 11. "You will be responsible for a reletting charge of $856.80 if you fail to move in."
Sincerely,
Taylor  Liles 
Community Director 
Masons Briggs Ranch 
[redacted]