6/8/Dear Revdex.com, The Oasis rents by the room with individual leases and we can roommate match individuals togetherApplicants and Residents can specifically request to be assigned as roommatesIf a resident wishes to transfer rooms in the middle of a lease term there is a $transfer fee which is explained in the lease agreement that all residents signIn addition to the $transfer fee, there is a $Non-Refundable Admin Fee that is due any time someone moves into a new roomWhether that is a new applicant or a transferring residentPer the lease agreement, this $Non-Refundable Admin Fee covers the basic carpet cleaning and painting at move outWe are a growing business and with that there can be changes to policiesIn March the Oasis began working on contacting all residents to sign renewal leases for the new lease termAt that time, the transfer fee was discounted for renewals due to the transfer taking place between lease termsI took over for leasing on March 30, and at that time we had very few requests for transfersTo make it easier for our current residents, we decided corporately to waive the transfer fee between lease terms and only the $Non-Refundable Admin Fee would be due for the new roomI spoke with [redacted] on 6/7/about concerns she had for her roommate [redacted] , and explained that [redacted] has been trying to transfer rooms and she believed that [redacted] was being given misinformation from our officesI went over the information and policies with [redacted] and told her that I would reach out to [redacted] directly since she was the effected party I called [redacted] on 6/7/and spoke with her in detail about the current transfer policy and the next steps which included why the $Non-Refundable Admin Fee would be requiredDuring the call, she thanked me for calling her and confirmed her understanding of the $Non-Refundable Admin fee and we agreed that I would send her a lease for her new room and set up her new account so that she could make payment on or before 8/1/Additionally, I reached out again to [redacted] to let her know that I had talked to [redacted] and we were proceeding with her transfer paperwork [redacted] is remaining in her current room and has not requested a transferHer roommate [redacted] is the resident who has requested to transfer rooms within her apartment, and my understanding from our conversation yesterday has been taken care ofOur phone number is listed on our website [redacted] and our Customer Care Center is available days a week from 9am to 6pm to take callsThe website also includes a contact form that goes directly to the General Manager of our Customer Care CenterThank you, [redacted] The VUE Student Communities Leasing Specialist and Renewals Manager
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 Unfortunately, I do not feel as though my complaint was adequately addressedI addressed some large issues that were not only prevalent in my own experience but also in the experience of others living there that I had the opportunity to know and hear fromI would like for my opinion to still be voiced as an opportunity for others to know what they are getting themselves into with them when they do sign the lease and decide to move to the OasisThat way, hopefully, they might be able to see what I went through when deciding if they still want to move thereI felt pressured by the apartment to sign the lease quickly because they only gave me a day to review it and to turn in the first month’s rent payment by the fifth of January, because they only give hours to sign, and I didn’t know that when I signed it I would be bound to it thenI wouldn’t have signed it until I felt fully ready to commit to it, and until I felt I fully understood it then because the lease makes it seem as though it starts on January 15th and that’s a big part of why my family and I really tried to talk to them about it and ask for their grace and understanding because I let them know January 15thOverall, I know that the business can do better in communicating beforehand and throughout the experience as I mentioned in my original complaintI appreciate their effort at times, but in the end I still feel as though my complaint is very valid and helpful for others to knowThank you[redacted]
Revdex.com Response [redacted] ***a – 1-19-Resident Claims Property Responses “The management really ruins the potential of this student apartment and has caused me and many other students here (past and current) to have a bad experienceFor example, it was not just my bad experience with them, but also for many people that I have heard from living here they can be very irresponsible and they are not focused on helping the students at all, but only care about their business and their money.” I am sorry you feel that your experience has not been satisfactoryWe are a student only community and thousands of students have lived in our apartments over the past 5+ yearsWe encourage all our residents to voice any issues that arise during their lease and we address any concerns based on the lease agreement that was signed “For my roommates, they previously had new roommates just walk in their front door of their apartment or other instances when a new roommate had been living there for weeks without their knowledge of having a new roommate because the manager didn’t inform them they were going to have a new roommate.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, with every roommates name and contact information listed “Then for a former roommate that was here before I came, she contacted me begging for help if I knew someone to help take her room from her, because she’s deployed or upstate with her unit and isn’t a military personnel and is not being helped either and I wasn’t able to help her because I was coming from far away and didn’t know anyone.” Residents can provide their orders for deployment for our legal team to reviewWe abide by all Federal legislation in regards to military personnel, deployment and the landlord/lease“That was a red flag for me, and it was weird to me that the management gave my roommates my information without also sharing my roommates contact information with me or asking me or them for permission.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, with every roommates name and contact information listed“Also, they could have even given me the option beforehand of taking her room because it’s the exact same setup as mine but they did not even try to help her.” All occupants of the apartment in question are currently in their own lease agreementOpen rooms that have not yet been leased are filled prior to rooms that are already under lease obligation “When I arrived, the manager who I had been in contact with the most didn’t know who I was even though I had been emailing and calling her for monthsNor did she claim to know that one of their employees had let me know it was okay to move in early and just pay and extra daily fee, so they almost didn’t let me move in because I didn’t fill out the early-moform which they didn’t even send to me or tell me about and the whole situation was extremely stressful to walk in to, especially since they’re lobby was a wreck from construction being everywhere.” Our managers and team communicate with hundreds of residents and prospective residents on a weekly basisThis can make it difficult at times to remember every face and nameWhen you arrived on January 12th, days before the start of your lease, the issue with early move in was resolved within minutes of management being made and you were able to move in within the hour to your new room“Then they didn’t even let me check the room before moving in even though I asked them to.” Per the lease agreement that was signed, all room assignments are finalA transfer can be requested if there is an issueThe transfer fee is waived for all first time transfers“Furthermore, they often trap students in their leases even if the potential rentor calls before they even move in telling the office they can’t go to school there ( [redacted] ) anymore and they’d like to get out of their lease the management staff will say no because you already signed it, I know because the managers told me so when they were trying to tell me why they can’t help meIt doesn’t say anywhere that one is bound by the contract at time of signature but apparently that’s when they bind you, so it’s messed up that they do that because one never knows for sure in which way they operate that because it is differs apartment to appartment and state to state.” Per Section of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for lossesThis provision applies to all terms of this lease now and for all renewal terms “The only option they give you is to ReLet, but they will not put any extra effort to help you specifically they just do their regular advertising and they’ll make you pay your rent until they find someone which could take months because they will fill up every room they have open beforehand, and then eventually all the other people trying to leave as well, and then you have to pay them $for the advertising, or pay $and find your own person to replace you which is not doable but not when you’re not from around and you have to specifically find the same gender person to fill your room and they have to be a student only and have to pass their screening, so it could take months before anyone answers any of your ads.” Per Section RE-LETS/SUBLETTING: Residents are responsible for the full lease termSubleasing is not permitted and residents cannot transfer lease and/or room to another individualIf resident needs to vacate before the end of the lease term, the entire lease term amount is due upon vacatingPer our legal team, we are able to assist residents who find themselves unable to fulfill the contract by filling the room with another qualified applicantOpen rooms that have not yet been leased are filled prior to rooms that are already under lease obligationResidents can advertise their room as available and have applicants apply for their room specifically to get faster placement “In addition, classes are starting soon so most everyone would have their housing already and it’s near impossibleYou’re basically having to advertise for them and pretend to whoever you tell to come here that they’re great! Even though they’re not! Especially for me, because I am pursuing my master’s and I was misled by the program so I had to drop my classes and I let the managers know right away on January 15th, which was the start of my lease date that it wouldn’t work out but they have no intention of letting me out of the lease.” The VUE is privately owned and operated and not affiliated with [redacted] The lease agreement was executed on 1/4/and possession of the apartment was granted on 1/12/2018, days before the start of the lease agreement for a $per day early move in fee“There contract doesn’t say that you are bound to the lease the day you sign it, nor does it give any grace period, nor are they willing to understand and work with you because they worry that if they do they will have to with everyone but they would be good! If they did use the Fair Housing Act in the benefit of the rentor as it is intended to be in their benefit anyways, instead of holding it against them and saying we can’t becahse of if this then they wouldn’t have so many complaints especially for being so new, and they would probably have a lot more good reviews instead and business would probably actually be betterI trusted them when I was coming in because I found them through [redacted] so I thought they would be as helpful and understanding as [redacted] , but they are notTheir contract is unjust and there additional factors that they don’t tel people about when they’re coming is also awful.” The VUE adheres to the Virginia Landlord Tennant Act and Fair HousingOur lease agreement has been reviewed and approved by our legal team Per Section of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for lossesThis provision applies to all terms of this lease now and for all renewal terms “They were also very bad at answering my calls and getting me help before I moved, and I almost didn’t get to come because of it, and even at the meeting I set up with them today to discuss everything the manager was late.” Two options were given via email from the Interim Property Manager for a meeting time1:30pm on Thursday 1/18/was confirmed by the Interim Property ManagerThe Interim Property Manager and the General Manager of The VUE were present at the start of the meetingThe Interim Resident Manager joined the meeting after finishing handling an emergency lock out on property“Being here and experiencing this because of them and hearing all the horror stories from others affected, and now seeing all the other complaints filed against them I deeply regret choosing to come to their facility in the first placeI hope other people don’t experience this so that’s why I’m telling you and hopefully the university will also disconnect with them as I already let them know my experience but will again and I’ll make sure others know since they were unwilling to help me, as well take legal action to ensure this injustice gets noticed and taken seriously so they can’t keep harming studentsPersonally, I also felt discriminated against because I felt like they don’t take me seriously and belittle my problems just because I am a student, but I am a grad student, and because I’m younger than themI also represent the Latino community and it’s already hard being a minority here as it is, so having them make me feel even worse and like my voice doesn’t matter and that they won’t help me hurts even moreI want justice so I can leave in faith knowing I’ll actually be helped because I doubt they would even try to help me if I moved already they would just be happy getting their money which people also complain that it’s overpriced here as it is.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing and does not discriminate based on race, color, national origin, religion, sex, disability etc
Our online application states that paying the $holding/security deposit with the application fee will reserve your room pending app approval. Additional policies listed within the application speak to the possibility of denial or declined based on credit or other investigations.The
application was signed by *** ** *** confirming that by signing and submitting his application he had read and understood the policies laid out in the applicationThe full application can be reviewed at our website***The deposit that he paid is refundable if denied, and it will be refunded to him, the application fee is non-refundable and this policy is written in the application that was signed.During email correspondence, the applicant was given our customer care center number to call for any questions that he hadThe call center is open 9am to 530pm days a week and limited hours on Sunday.If you have any additional questions or concerns, please let us know.Thank you,*** ***The VUE Student CommunitiesLeasing Specialist and Renewals Manager
6/8/2017 Dear Revdex.com, The Oasis rents by the room with individual leases and we can roommate match individuals together. Applicants and Residents can specifically request to be assigned as roommates. If a resident wishes to transfer rooms in the middle of a lease term there is a $350 transfer fee...
which is explained in the lease agreement that all residents sign. In addition to the $350 transfer fee, there is a $150 Non-Refundable Admin Fee that is due any time someone moves into a new room. Whether that is a new applicant or a transferring resident. Per the lease agreement, this $150 Non-Refundable Admin Fee covers the basic carpet cleaning and painting at move out. We are a growing business and with that there can be changes to policies. In March the Oasis began working on contacting all residents to sign renewal leases for the new lease term. At that time, the transfer fee was discounted for renewals due to the transfer taking place between lease terms. I took over for leasing on March 30, 2017 and at that time we had very few requests for transfers. To make it easier for our current residents, we decided corporately to waive the transfer fee between lease terms and only the $150 Non-Refundable Admin Fee would be due for the new room. I spoke with [redacted] on 6/7/2017 about concerns she had for her roommate [redacted], and explained that [redacted] has been trying to transfer rooms and she believed that [redacted] was being given misinformation from our offices. I went over the information and policies with [redacted] and told her that I would reach out to [redacted] directly since she was the effected party. I called [redacted] on 6/7/2017 and spoke with her in detail about the current transfer policy and the next steps which included why the $150 Non-Refundable Admin Fee would be required. During the call, she thanked me for calling her and confirmed her understanding of the $150 Non-Refundable Admin fee and we agreed that I would send her a lease for her new room and set up her new account so that she could make payment on or before 8/1/2017. Additionally, I reached out again to [redacted] to let her know that I had talked to [redacted] and we were proceeding with her transfer paperwork. [redacted] is remaining in her current room and has not requested a transfer. Her roommate [redacted] is the resident who has requested to transfer rooms within her apartment, and my understanding from our conversation yesterday has been taken care of. Our phone number is listed on our website [redacted] and our Customer Care Center is available 7 days a week from 9am to 6pm to take calls. The website also includes a contact form that goes directly to the General Manager of our Customer Care Center. Thank you, [redacted] The VUE Student Communities Leasing Specialist and Renewals Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
As I discussed with Ms. [redacted], we do not record calls when the leasing agent is using their cell phone, therefore there is no recording.[redacted]
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.
Regards,
[redacted]
Revdex.com Response [redacted]a – 1-19-2018 Resident Claims Property Responses “The management really ruins the potential of this student apartment and has caused me and many other students here (past and current) to have a bad experience. For example, it was not just my bad experience...
with them, but also for many people that I have heard from living here they can be very irresponsible and they are not focused on helping the students at all, but only care about their business and their money.” I am sorry you feel that your experience has not been satisfactory. We are a student only community and thousands of students have lived in our apartments over the past 5+ years. We encourage all our residents to voice any issues that arise during their lease and we address any concerns based on the lease agreement that was signed. “For my roommates, they previously had new roommates just walk in their front door of their apartment or other instances when a new roommate had been living there for weeks without their knowledge of having a new roommate because the manager didn’t inform them they were going to have a new roommate.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, 2018 with every roommates name and contact information listed. “Then for a former roommate that was here before I came, she contacted me begging for help if I knew someone to help take her room from her, because she’s deployed or upstate with her unit and isn’t a military personnel and is not being helped either and I wasn’t able to help her because I was coming from far away and didn’t know anyone.” Residents can provide their orders for deployment for our legal team to review. We abide by all Federal legislation in regards to military personnel, deployment and the landlord/lease. “That was a red flag for me, and it was weird to me that the management gave my roommates my information without also sharing my roommates contact information with me or asking me or them for permission.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, 2018 with every roommates name and contact information listed. “Also, they could have even given me the option beforehand of taking her room because it’s the exact same setup as mine but they did not even try to help her.” All occupants of the apartment in question are currently in their own lease agreement. Open rooms that have not yet been leased are filled prior to rooms that are already under lease obligation. “When I arrived, the manager who I had been in contact with the most didn’t know who I was even though I had been emailing and calling her for months. Nor did she claim to know that one of their employees had let me know it was okay to move in early and just pay and extra daily fee, so they almost didn’t let me move in because I didn’t fill out the early-move-in form which they didn’t even send to me or tell me about and the whole situation was extremely stressful to walk in to, especially since they’re lobby was a wreck from construction being everywhere.” Our managers and team communicate with hundreds of residents and prospective residents on a weekly basis. This can make it difficult at times to remember every face and name. When you arrived on January 12th, 3 days before the start of your lease, the issue with early move in was resolved within 5 minutes of management being made and you were able to move in within the hour to your new room. “Then they didn’t even let me check the room before moving in even though I asked them to.” Per the lease agreement that was signed, all room assignments are final. A transfer can be requested if there is an issue. The transfer fee is waived for all first time transfers. “Furthermore, they often trap students in their leases even if the potential rentor calls before they even move in telling the office they can’t go to school there ([redacted]) anymore and they’d like to get out of their lease the management staff will say no because you already signed it, I know because the managers told me so when they were trying to tell me why they can’t help me. It doesn’t say anywhere that one is bound by the contract at time of signature but apparently that’s when they bind you, so it’s messed up that they do that because one never knows for sure in which way they operate that because it is differs apartment to appartment and state to state.” Per Section 2 of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’. By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for losses. This provision applies to all terms of this lease now and for all renewal terms. “The only option they give you is to ReLet, but they will not put any extra effort to help you specifically they just do their regular advertising and they’ll make you pay your rent until they find someone which could take months because they will fill up every room they have open beforehand, and then eventually all the other people trying to leave as well, and then you have to pay them $500 for the advertising, or pay $75 and find your own person to replace you which is not doable but not when you’re not from around and you have to specifically find the same gender person to fill your room and they have to be a student only and have to pass their screening, so it could take months before anyone answers any of your ads.” Per Section 8 RE-LETS/SUBLETTING: Residents are responsible for the full lease term. Subleasing is not permitted and residents cannot transfer lease and/or room to another individual. If resident needs to vacate before the end of the lease term, the entire lease term amount is due upon vacating. Per our legal team, we are able to assist residents who find themselves unable to fulfill the contract by filling the room with another qualified applicant. Open rooms that have not yet been leased are filled prior to rooms that are already under lease obligation. Residents can advertise their room as available and have applicants apply for their room specifically to get faster placement. “In addition, classes are starting soon so most everyone would have their housing already and it’s near impossible. You’re basically having to advertise for them and pretend to whoever you tell to come here that they’re great! Even though they’re not! . Especially for me, because I am pursuing my master’s and I was misled by the program so I had to drop my classes and I let the managers know right away on January 15th, which was the start of my lease date that it wouldn’t work out but they have no intention of letting me out of the lease.” The VUE is privately owned and operated and not affiliated with [redacted]. The lease agreement was executed on 1/4/2018 and possession of the apartment was granted on 1/12/2018, 3 days before the start of the lease agreement for a $15 per day early move in fee. “There contract doesn’t say that you are bound to the lease the day you sign it, nor does it give any grace period, nor are they willing to understand and work with you because they worry that if they do they will have to with everyone but they would be good! If they did use the Fair Housing Act in the benefit of the rentor as it is intended to be in their benefit anyways, instead of holding it against them and saying we can’t becahse of if this then they wouldn’t have so many complaints especially for being so new, and they would probably have a lot more good reviews instead and business would probably actually be better. I trusted them when I was coming in because I found them through [redacted] so I thought they would be as helpful and understanding as [redacted], but they are not. Their contract is unjust and there additional factors that they don’t tel people about when they’re coming is also awful.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing. Our lease agreement has been reviewed and approved by our legal team. Per Section 2 of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’. By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for losses. This provision applies to all terms of this lease now and for all renewal terms. “They were also very bad at answering my calls and getting me help before I moved, and I almost didn’t get to come because of it, and even at the meeting I set up with them today to discuss everything the manager was late.” Two options were given via email from the Interim Property Manager for a meeting time. 1:30pm on Thursday 1/18/2018 was confirmed by the Interim Property Manager. The Interim Property Manager and the General Manager of The VUE were present at the start of the meeting. The Interim Resident Manager joined the meeting after finishing handling an emergency lock out on property. “Being here and experiencing this because of them and hearing all the horror stories from others affected, and now seeing all the other complaints filed against them I deeply regret choosing to come to their facility in the first place. I hope other people don’t experience this so that’s why I’m telling you and hopefully the university will also disconnect with them as I already let them know my experience but will again and I’ll make sure others know since they were unwilling to help me, as well take legal action to ensure this injustice gets noticed and taken seriously so they can’t keep harming students. Personally, I also felt discriminated against because I felt like they don’t take me seriously and belittle my problems just because I am a student, but I am a grad student, and because I’m younger than them. I also represent the Latino community and it’s already hard being a minority here as it is, so having them make me feel even worse and like my voice doesn’t matter and that they won’t help me hurts even more. I want justice so I can leave in faith knowing I’ll actually be helped because I doubt they would even try to help me if I moved already they would just be happy getting their money which people also complain that it’s overpriced here as it is.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing and does not discriminate based on race, color, national origin, religion, sex, disability etc.
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.
Unfortunately, I do not feel as though my complaint was adequately addressed. I addressed some large issues that were not only prevalent in my own experience but also in the experience of others living there that I had the opportunity to know and hear from. I would like for my opinion to still be voiced as an opportunity for others to know what they are getting themselves into with them when they do sign the lease and decide to move to the Oasis. That way, hopefully, they might be able to see what I went through when deciding if they still want to move there. I felt pressured by the apartment to sign the lease quickly because they only gave me a day to review it and to turn in the first month’s rent payment by the fifth of January, because they only give 24 hours to sign, and I didn’t know that when I signed it I would be bound to it then. I wouldn’t have signed it until I felt fully ready to commit to it, and until I felt I fully understood it then because the lease makes it seem as though it starts on January 15th and that’s a big part of why my family and I really tried to talk to them about it and ask for their grace and understanding because I let them know January 15th. Overall, I know that the business can do better in communicating beforehand and throughout the experience as I mentioned in my original complaint. I appreciate their effort at times, but in the end I still feel as though my complaint is very valid and helpful for others to know. Thank you.[redacted]
6/8/Dear Revdex.com, The Oasis rents by the room with individual leases and we can roommate match individuals togetherApplicants and Residents can specifically request to be assigned as roommatesIf a resident wishes to transfer rooms in the middle of a lease term there is a $transfer fee which is explained in the lease agreement that all residents signIn addition to the $transfer fee, there is a $Non-Refundable Admin Fee that is due any time someone moves into a new roomWhether that is a new applicant or a transferring residentPer the lease agreement, this $Non-Refundable Admin Fee covers the basic carpet cleaning and painting at move outWe are a growing business and with that there can be changes to policiesIn March the Oasis began working on contacting all residents to sign renewal leases for the new lease termAt that time, the transfer fee was discounted for renewals due to the transfer taking place between lease termsI took over for leasing on March 30, and at that time we had very few requests for transfersTo make it easier for our current residents, we decided corporately to waive the transfer fee between lease terms and only the $Non-Refundable Admin Fee would be due for the new roomI spoke with [redacted] on 6/7/about concerns she had for her roommate [redacted] , and explained that [redacted] has been trying to transfer rooms and she believed that [redacted] was being given misinformation from our officesI went over the information and policies with [redacted] and told her that I would reach out to [redacted] directly since she was the effected party I called [redacted] on 6/7/and spoke with her in detail about the current transfer policy and the next steps which included why the $Non-Refundable Admin Fee would be requiredDuring the call, she thanked me for calling her and confirmed her understanding of the $Non-Refundable Admin fee and we agreed that I would send her a lease for her new room and set up her new account so that she could make payment on or before 8/1/Additionally, I reached out again to [redacted] to let her know that I had talked to [redacted] and we were proceeding with her transfer paperwork [redacted] is remaining in her current room and has not requested a transferHer roommate [redacted] is the resident who has requested to transfer rooms within her apartment, and my understanding from our conversation yesterday has been taken care ofOur phone number is listed on our website [redacted] and our Customer Care Center is available days a week from 9am to 6pm to take callsThe website also includes a contact form that goes directly to the General Manager of our Customer Care CenterThank you, [redacted] The VUE Student Communities Leasing Specialist and Renewals Manager
As I discussed with Ms [redacted] , we do not record calls when the leasing agent is using their cell phone, therefore there is no recording[redacted]
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 Unfortunately, I do not feel as though my complaint was adequately addressedI addressed some large issues that were not only prevalent in my own experience but also in the experience of others living there that I had the opportunity to know and hear fromI would like for my opinion to still be voiced as an opportunity for others to know what they are getting themselves into with them when they do sign the lease and decide to move to the OasisThat way, hopefully, they might be able to see what I went through when deciding if they still want to move thereI felt pressured by the apartment to sign the lease quickly because they only gave me a day to review it and to turn in the first month’s rent payment by the fifth of January, because they only give hours to sign, and I didn’t know that when I signed it I would be bound to it thenI wouldn’t have signed it until I felt fully ready to commit to it, and until I felt I fully understood it then because the lease makes it seem as though it starts on January 15th and that’s a big part of why my family and I really tried to talk to them about it and ask for their grace and understanding because I let them know January 15thOverall, I know that the business can do better in communicating beforehand and throughout the experience as I mentioned in my original complaintI appreciate their effort at times, but in the end I still feel as though my complaint is very valid and helpful for others to knowThank you[redacted]
Revdex.com Response [redacted] ***a – 1-19-Resident Claims Property Responses “The management really ruins the potential of this student apartment and has caused me and many other students here (past and current) to have a bad experienceFor example, it was not just my bad experience with them, but also for many people that I have heard from living here they can be very irresponsible and they are not focused on helping the students at all, but only care about their business and their money.” I am sorry you feel that your experience has not been satisfactoryWe are a student only community and thousands of students have lived in our apartments over the past 5+ yearsWe encourage all our residents to voice any issues that arise during their lease and we address any concerns based on the lease agreement that was signed “For my roommates, they previously had new roommates just walk in their front door of their apartment or other instances when a new roommate had been living there for weeks without their knowledge of having a new roommate because the manager didn’t inform them they were going to have a new roommate.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, with every roommates name and contact information listed “Then for a former roommate that was here before I came, she contacted me begging for help if I knew someone to help take her room from her, because she’s deployed or upstate with her unit and isn’t a military personnel and is not being helped either and I wasn’t able to help her because I was coming from far away and didn’t know anyone.” Residents can provide their orders for deployment for our legal team to reviewWe abide by all Federal legislation in regards to military personnel, deployment and the landlord/lease“That was a red flag for me, and it was weird to me that the management gave my roommates my information without also sharing my roommates contact information with me or asking me or them for permission.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, with every roommates name and contact information listed“Also, they could have even given me the option beforehand of taking her room because it’s the exact same setup as mine but they did not even try to help her.” All occupants of the apartment in question are currently in their own lease agreementOpen rooms that have not yet been leased are filled prior to rooms that are already under lease obligation “When I arrived, the manager who I had been in contact with the most didn’t know who I was even though I had been emailing and calling her for monthsNor did she claim to know that one of their employees had let me know it was okay to move in early and just pay and extra daily fee, so they almost didn’t let me move in because I didn’t fill out the early-moform which they didn’t even send to me or tell me about and the whole situation was extremely stressful to walk in to, especially since they’re lobby was a wreck from construction being everywhere.” Our managers and team communicate with hundreds of residents and prospective residents on a weekly basisThis can make it difficult at times to remember every face and nameWhen you arrived on January 12th, days before the start of your lease, the issue with early move in was resolved within minutes of management being made and you were able to move in within the hour to your new room“Then they didn’t even let me check the room before moving in even though I asked them to.” Per the lease agreement that was signed, all room assignments are finalA transfer can be requested if there is an issueThe transfer fee is waived for all first time transfers“Furthermore, they often trap students in their leases even if the potential rentor calls before they even move in telling the office they can’t go to school there ( [redacted] ) anymore and they’d like to get out of their lease the management staff will say no because you already signed it, I know because the managers told me so when they were trying to tell me why they can’t help meIt doesn’t say anywhere that one is bound by the contract at time of signature but apparently that’s when they bind you, so it’s messed up that they do that because one never knows for sure in which way they operate that because it is differs apartment to appartment and state to state.” Per Section of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for lossesThis provision applies to all terms of this lease now and for all renewal terms “The only option they give you is to ReLet, but they will not put any extra effort to help you specifically they just do their regular advertising and they’ll make you pay your rent until they find someone which could take months because they will fill up every room they have open beforehand, and then eventually all the other people trying to leave as well, and then you have to pay them $for the advertising, or pay $and find your own person to replace you which is not doable but not when you’re not from around and you have to specifically find the same gender person to fill your room and they have to be a student only and have to pass their screening, so it could take months before anyone answers any of your ads.” Per Section RE-LETS/SUBLETTING: Residents are responsible for the full lease termSubleasing is not permitted and residents cannot transfer lease and/or room to another individualIf resident needs to vacate before the end of the lease term, the entire lease term amount is due upon vacatingPer our legal team, we are able to assist residents who find themselves unable to fulfill the contract by filling the room with another qualified applicantOpen rooms that have not yet been leased are filled prior to rooms that are already under lease obligationResidents can advertise their room as available and have applicants apply for their room specifically to get faster placement “In addition, classes are starting soon so most everyone would have their housing already and it’s near impossibleYou’re basically having to advertise for them and pretend to whoever you tell to come here that they’re great! Even though they’re not! Especially for me, because I am pursuing my master’s and I was misled by the program so I had to drop my classes and I let the managers know right away on January 15th, which was the start of my lease date that it wouldn’t work out but they have no intention of letting me out of the lease.” The VUE is privately owned and operated and not affiliated with [redacted] The lease agreement was executed on 1/4/and possession of the apartment was granted on 1/12/2018, days before the start of the lease agreement for a $per day early move in fee“There contract doesn’t say that you are bound to the lease the day you sign it, nor does it give any grace period, nor are they willing to understand and work with you because they worry that if they do they will have to with everyone but they would be good! If they did use the Fair Housing Act in the benefit of the rentor as it is intended to be in their benefit anyways, instead of holding it against them and saying we can’t becahse of if this then they wouldn’t have so many complaints especially for being so new, and they would probably have a lot more good reviews instead and business would probably actually be betterI trusted them when I was coming in because I found them through [redacted] so I thought they would be as helpful and understanding as [redacted] , but they are notTheir contract is unjust and there additional factors that they don’t tel people about when they’re coming is also awful.” The VUE adheres to the Virginia Landlord Tennant Act and Fair HousingOur lease agreement has been reviewed and approved by our legal team Per Section of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for lossesThis provision applies to all terms of this lease now and for all renewal terms “They were also very bad at answering my calls and getting me help before I moved, and I almost didn’t get to come because of it, and even at the meeting I set up with them today to discuss everything the manager was late.” Two options were given via email from the Interim Property Manager for a meeting time1:30pm on Thursday 1/18/was confirmed by the Interim Property ManagerThe Interim Property Manager and the General Manager of The VUE were present at the start of the meetingThe Interim Resident Manager joined the meeting after finishing handling an emergency lock out on property“Being here and experiencing this because of them and hearing all the horror stories from others affected, and now seeing all the other complaints filed against them I deeply regret choosing to come to their facility in the first placeI hope other people don’t experience this so that’s why I’m telling you and hopefully the university will also disconnect with them as I already let them know my experience but will again and I’ll make sure others know since they were unwilling to help me, as well take legal action to ensure this injustice gets noticed and taken seriously so they can’t keep harming studentsPersonally, I also felt discriminated against because I felt like they don’t take me seriously and belittle my problems just because I am a student, but I am a grad student, and because I’m younger than themI also represent the Latino community and it’s already hard being a minority here as it is, so having them make me feel even worse and like my voice doesn’t matter and that they won’t help me hurts even moreI want justice so I can leave in faith knowing I’ll actually be helped because I doubt they would even try to help me if I moved already they would just be happy getting their money which people also complain that it’s overpriced here as it is.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing and does not discriminate based on race, color, national origin, religion, sex, disability etc
Our online application states that paying the $holding/security deposit with the application fee will reserve your room pending app approval. Additional policies listed within the application speak to the possibility of denial or declined based on credit or other investigations.The
application was signed by *** ** *** confirming that by signing and submitting his application he had read and understood the policies laid out in the applicationThe full application can be reviewed at our website***The deposit that he paid is refundable if denied, and it will be refunded to him, the application fee is non-refundable and this policy is written in the application that was signed.During email correspondence, the applicant was given our customer care center number to call for any questions that he hadThe call center is open 9am to 530pm days a week and limited hours on Sunday.If you have any additional questions or concerns, please let us know.Thank you,*** ***The VUE Student CommunitiesLeasing Specialist and Renewals Manager
6/8/2017 Dear Revdex.com, The Oasis rents by the room with individual leases and we can roommate match individuals together. Applicants and Residents can specifically request to be assigned as roommates. If a resident wishes to transfer rooms in the middle of a lease term there is a $350 transfer fee...
which is explained in the lease agreement that all residents sign. In addition to the $350 transfer fee, there is a $150 Non-Refundable Admin Fee that is due any time someone moves into a new room. Whether that is a new applicant or a transferring resident. Per the lease agreement, this $150 Non-Refundable Admin Fee covers the basic carpet cleaning and painting at move out. We are a growing business and with that there can be changes to policies. In March the Oasis began working on contacting all residents to sign renewal leases for the new lease term. At that time, the transfer fee was discounted for renewals due to the transfer taking place between lease terms. I took over for leasing on March 30, 2017 and at that time we had very few requests for transfers. To make it easier for our current residents, we decided corporately to waive the transfer fee between lease terms and only the $150 Non-Refundable Admin Fee would be due for the new room. I spoke with [redacted] on 6/7/2017 about concerns she had for her roommate [redacted], and explained that [redacted] has been trying to transfer rooms and she believed that [redacted] was being given misinformation from our offices. I went over the information and policies with [redacted] and told her that I would reach out to [redacted] directly since she was the effected party. I called [redacted] on 6/7/2017 and spoke with her in detail about the current transfer policy and the next steps which included why the $150 Non-Refundable Admin Fee would be required. During the call, she thanked me for calling her and confirmed her understanding of the $150 Non-Refundable Admin fee and we agreed that I would send her a lease for her new room and set up her new account so that she could make payment on or before 8/1/2017. Additionally, I reached out again to [redacted] to let her know that I had talked to [redacted] and we were proceeding with her transfer paperwork. [redacted] is remaining in her current room and has not requested a transfer. Her roommate [redacted] is the resident who has requested to transfer rooms within her apartment, and my understanding from our conversation yesterday has been taken care of. Our phone number is listed on our website [redacted] and our Customer Care Center is available 7 days a week from 9am to 6pm to take calls. The website also includes a contact form that goes directly to the General Manager of our Customer Care Center. Thank you, [redacted] The VUE Student Communities Leasing Specialist and Renewals Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
As I discussed with Ms. [redacted], we do not record calls when the leasing agent is using their cell phone, therefore there is no recording.[redacted]
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.
Regards,
[redacted]
Revdex.com Response [redacted]a – 1-19-2018 Resident Claims Property Responses “The management really ruins the potential of this student apartment and has caused me and many other students here (past and current) to have a bad experience. For example, it was not just my bad experience...
with them, but also for many people that I have heard from living here they can be very irresponsible and they are not focused on helping the students at all, but only care about their business and their money.” I am sorry you feel that your experience has not been satisfactory. We are a student only community and thousands of students have lived in our apartments over the past 5+ years. We encourage all our residents to voice any issues that arise during their lease and we address any concerns based on the lease agreement that was signed. “For my roommates, they previously had new roommates just walk in their front door of their apartment or other instances when a new roommate had been living there for weeks without their knowledge of having a new roommate because the manager didn’t inform them they were going to have a new roommate.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, 2018 with every roommates name and contact information listed. “Then for a former roommate that was here before I came, she contacted me begging for help if I knew someone to help take her room from her, because she’s deployed or upstate with her unit and isn’t a military personnel and is not being helped either and I wasn’t able to help her because I was coming from far away and didn’t know anyone.” Residents can provide their orders for deployment for our legal team to review. We abide by all Federal legislation in regards to military personnel, deployment and the landlord/lease. “That was a red flag for me, and it was weird to me that the management gave my roommates my information without also sharing my roommates contact information with me or asking me or them for permission.” Per the roommate matching addendum “You acknowledge that by signing that The VUE has permission to place roommates in your apartment at any time and will email you with your roommate’s contact information.” According to our records all roommates were emailed on January 4, 2018 with every roommates name and contact information listed. “Also, they could have even given me the option beforehand of taking her room because it’s the exact same setup as mine but they did not even try to help her.” All occupants of the apartment in question are currently in their own lease agreement. Open rooms that have not yet been leased are filled prior to rooms that are already under lease obligation. “When I arrived, the manager who I had been in contact with the most didn’t know who I was even though I had been emailing and calling her for months. Nor did she claim to know that one of their employees had let me know it was okay to move in early and just pay and extra daily fee, so they almost didn’t let me move in because I didn’t fill out the early-move-in form which they didn’t even send to me or tell me about and the whole situation was extremely stressful to walk in to, especially since they’re lobby was a wreck from construction being everywhere.” Our managers and team communicate with hundreds of residents and prospective residents on a weekly basis. This can make it difficult at times to remember every face and name. When you arrived on January 12th, 3 days before the start of your lease, the issue with early move in was resolved within 5 minutes of management being made and you were able to move in within the hour to your new room. “Then they didn’t even let me check the room before moving in even though I asked them to.” Per the lease agreement that was signed, all room assignments are final. A transfer can be requested if there is an issue. The transfer fee is waived for all first time transfers. “Furthermore, they often trap students in their leases even if the potential rentor calls before they even move in telling the office they can’t go to school there ([redacted]) anymore and they’d like to get out of their lease the management staff will say no because you already signed it, I know because the managers told me so when they were trying to tell me why they can’t help me. It doesn’t say anywhere that one is bound by the contract at time of signature but apparently that’s when they bind you, so it’s messed up that they do that because one never knows for sure in which way they operate that because it is differs apartment to appartment and state to state.” Per Section 2 of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’. By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for losses. This provision applies to all terms of this lease now and for all renewal terms. “The only option they give you is to ReLet, but they will not put any extra effort to help you specifically they just do their regular advertising and they’ll make you pay your rent until they find someone which could take months because they will fill up every room they have open beforehand, and then eventually all the other people trying to leave as well, and then you have to pay them $500 for the advertising, or pay $75 and find your own person to replace you which is not doable but not when you’re not from around and you have to specifically find the same gender person to fill your room and they have to be a student only and have to pass their screening, so it could take months before anyone answers any of your ads.” Per Section 8 RE-LETS/SUBLETTING: Residents are responsible for the full lease term. Subleasing is not permitted and residents cannot transfer lease and/or room to another individual. If resident needs to vacate before the end of the lease term, the entire lease term amount is due upon vacating. Per our legal team, we are able to assist residents who find themselves unable to fulfill the contract by filling the room with another qualified applicant. Open rooms that have not yet been leased are filled prior to rooms that are already under lease obligation. Residents can advertise their room as available and have applicants apply for their room specifically to get faster placement. “In addition, classes are starting soon so most everyone would have their housing already and it’s near impossible. You’re basically having to advertise for them and pretend to whoever you tell to come here that they’re great! Even though they’re not! . Especially for me, because I am pursuing my master’s and I was misled by the program so I had to drop my classes and I let the managers know right away on January 15th, which was the start of my lease date that it wouldn’t work out but they have no intention of letting me out of the lease.” The VUE is privately owned and operated and not affiliated with [redacted]. The lease agreement was executed on 1/4/2018 and possession of the apartment was granted on 1/12/2018, 3 days before the start of the lease agreement for a $15 per day early move in fee. “There contract doesn’t say that you are bound to the lease the day you sign it, nor does it give any grace period, nor are they willing to understand and work with you because they worry that if they do they will have to with everyone but they would be good! If they did use the Fair Housing Act in the benefit of the rentor as it is intended to be in their benefit anyways, instead of holding it against them and saying we can’t becahse of if this then they wouldn’t have so many complaints especially for being so new, and they would probably have a lot more good reviews instead and business would probably actually be better. I trusted them when I was coming in because I found them through [redacted] so I thought they would be as helpful and understanding as [redacted], but they are not. Their contract is unjust and there additional factors that they don’t tel people about when they’re coming is also awful.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing. Our lease agreement has been reviewed and approved by our legal team. Per Section 2 of the lease agreement: Hereafter Resident and Cosigner referred to as ‘Residents’. By executing this Lease the Residents and Cosigners hereby agree to be bound and liable to the Landlord for each of their respective one-sixth (1/6) of the responsibility to comply with all terms and conditions of this Lease and one-sixth (1/6) of the liability, duties, obligations, covenants, and performances of Resident arising under or set forth under this Lease, including, without limitations, payment of rent installments and indemnification of Landlord for losses. This provision applies to all terms of this lease now and for all renewal terms. “They were also very bad at answering my calls and getting me help before I moved, and I almost didn’t get to come because of it, and even at the meeting I set up with them today to discuss everything the manager was late.” Two options were given via email from the Interim Property Manager for a meeting time. 1:30pm on Thursday 1/18/2018 was confirmed by the Interim Property Manager. The Interim Property Manager and the General Manager of The VUE were present at the start of the meeting. The Interim Resident Manager joined the meeting after finishing handling an emergency lock out on property. “Being here and experiencing this because of them and hearing all the horror stories from others affected, and now seeing all the other complaints filed against them I deeply regret choosing to come to their facility in the first place. I hope other people don’t experience this so that’s why I’m telling you and hopefully the university will also disconnect with them as I already let them know my experience but will again and I’ll make sure others know since they were unwilling to help me, as well take legal action to ensure this injustice gets noticed and taken seriously so they can’t keep harming students. Personally, I also felt discriminated against because I felt like they don’t take me seriously and belittle my problems just because I am a student, but I am a grad student, and because I’m younger than them. I also represent the Latino community and it’s already hard being a minority here as it is, so having them make me feel even worse and like my voice doesn’t matter and that they won’t help me hurts even more. I want justice so I can leave in faith knowing I’ll actually be helped because I doubt they would even try to help me if I moved already they would just be happy getting their money which people also complain that it’s overpriced here as it is.” The VUE adheres to the Virginia Landlord Tennant Act and Fair Housing and does not discriminate based on race, color, national origin, religion, sex, disability etc.
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.
Unfortunately, I do not feel as though my complaint was adequately addressed. I addressed some large issues that were not only prevalent in my own experience but also in the experience of others living there that I had the opportunity to know and hear from. I would like for my opinion to still be voiced as an opportunity for others to know what they are getting themselves into with them when they do sign the lease and decide to move to the Oasis. That way, hopefully, they might be able to see what I went through when deciding if they still want to move there. I felt pressured by the apartment to sign the lease quickly because they only gave me a day to review it and to turn in the first month’s rent payment by the fifth of January, because they only give 24 hours to sign, and I didn’t know that when I signed it I would be bound to it then. I wouldn’t have signed it until I felt fully ready to commit to it, and until I felt I fully understood it then because the lease makes it seem as though it starts on January 15th and that’s a big part of why my family and I really tried to talk to them about it and ask for their grace and understanding because I let them know January 15th. Overall, I know that the business can do better in communicating beforehand and throughout the experience as I mentioned in my original complaint. I appreciate their effort at times, but in the end I still feel as though my complaint is very valid and helpful for others to know. Thank you.[redacted]