The Palms

The Palms Apartments E Commerce St, San Antonio TX December 21, [redacted] Dear Ms [redacted] , Thank you for taking the time and effort to write to me about your concerns and experiences at The Palms Apartments We are sorry that you were unhappy with your experience since our goal is to help create satisfied customers/tenants I apologize that you were shown a two bedroom unit before it was ready for you to move in Of course, the units are completely refurbished and made ready before modates as we do with all of our other apartments, so the status of the unit you viewed was nothing like it would have been by your move in date My understanding is that you were offered other available units to move into since you did not feel comfortable with the apartment you were originally offered, but you have refused this offer to date The deposit agreement you signed states that, since we will be holding the apartment for you, the deposit is nonrefundable if the tenant later changes their mind My understanding is that when you changed your mind and decided not to rent from The Palms Apartments that your name was dropped from our priority list When you later returned and had changed your mind again and now wanted to rent an apartment, we were willing to add your name to the priority list and accommodate you with another two bedroom apartment as soon as it could be ready (after those who were now ahead of you on the priority list) I apologize for the stress that situation has caused you and that you have still not found another apartment location We believe we can still address your concern by offering you the compromise that we can provide you a two bedroom apartment and apply the deposit funds toward this apartment at any time you would let us know you would like to take advantage of our offer Your name will be added to our priority list and we will seek to make the unit ready for you as soon as possible Sincerely, [redacted] The Palms Apartments Management [redacted] ***

The Palms Apartments E Commerce St, San Antonio TX December 21, *** *** ***
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*** *** ** *** Dear Ms***, Thank you for taking the time and effort to write to me about your concerns and experiences at The
Palms Apartments. We are sorry that you were unhappy with your experience since our goal is to help create satisfied customers/tenants I apologize that you were shown a two bedroom unit before it was ready for you to move in. Of course, the units are completely refurbished and made ready before modates as we do with all of our other apartments, so the status of the unit you viewed was nothing like it would have been by your move in date. My understanding is that you were offered other available units to move into since you did not feel comfortable with the apartment you were originally offered, but you have refused this offer to date The deposit agreement you signed states that, since we will be holding the apartment for you, the deposit is nonrefundable if the tenant later changes their mind. My understanding is that when you changed your mind and decided not to rent from The Palms Apartments that your name was dropped from our priority list. When you later returned and had changed your mind again and now wanted to rent an apartment, we were willing to add your name to the priority list and accommodate you with another two bedroom apartment as soon as it could be ready (after those who were now ahead of you on the priority list) I apologize for the stress that situation has caused you and that you have still not found another apartment location. We believe we can still address your concern by offering you the compromise that we can provide you a two bedroom apartment and apply the deposit funds toward this apartment at any time you would let us know you would like to take advantage of our offer. Your name will be added to our priority list and we will seek to make the unit ready for you as soon as possible Sincerely, *** The Palms Apartments Management *** * *** *** ***
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We were able to accommodate Ms*** in another apartment without a transfer fee and our staff even helped her move her furniture. I have spoken with *** since then and she is satisfied
Please let me know if you need any further information

This issue has been resolved by The Palms. I do not wish to pursue this complaint. Thank you for your assistance.

The Palms Apartments 3735 E...

Commerce St, San Antonio TX 78219 210.337.2400   December 21, 2015 [redacted]   Dear Ms. [redacted],   Thank you for taking the time and effort to write to me about your concerns and experiences at The Palms Apartments.  We are sorry that you were unhappy with your experience since our goal is to help create satisfied customers/tenants.   I apologize that you were shown a two bedroom unit before it was ready for you to move in.  Of course, the units are completely refurbished and made ready before move-in dates as we do with all of our other apartments, so the status of the unit you viewed was nothing like it would have been by your move in date.  My understanding is that you were offered other available units to move into since you did not feel comfortable with the apartment you were originally offered, but you have refused this offer to date.   The deposit agreement you signed states that, since we will be holding the apartment for you, the deposit is nonrefundable if the tenant later changes their mind.  My understanding is that when you changed your mind and decided not to rent from The Palms Apartments that your name was dropped from our priority list.  When you later returned and had changed your mind again and now wanted to rent an apartment, we were willing to add your name to the priority list and accommodate you with another two bedroom apartment as soon as it could be ready (after those who were now ahead of you on the priority list).   I apologize for the stress that situation has caused you and that you have still not found another apartment location.  We believe we can still address your concern by offering you the compromise that we can provide you a two bedroom apartment and apply the deposit funds toward this apartment at any time you would let us know you would like to take advantage of our offer.  Your name will be added to our priority list and we will seek to make the unit ready for you as soon as possible.   Sincerely,     [redacted] The Palms Apartments Management [redacted]

Review: Today 6/6/15 I called The Palms leasing office to see if my wifes vehicle had been towed for the complex. This is after initially thinking it had been stolen this morning. This is not the first time one of our vehicles has been towed from an apartment complex. [redacted], the person who answered the phone stated that he could give me the number to the towing company and call to find out. I explained that usually the towing company has to take a picture of the vehicle and email the leasing office explaining why it was towed along with the photo (at least in Maryland they did). [redacted] says that the towing company doesnt have too and that he could give me the number to the towing company. I gave [redacted] the benefit of the doubt that he didnt comprehend the importance of the situation my wife and were in. Her new car nearly 10 days old is missing with several of her belongings, personal information, infant belongs, shes at home hysterical and Im at work outside on the phone with him . After mentioning to me twice that he could give me their number, mind you I didnt have a pen, I explained this is very important, my wife car is missing (thinking hed finally get it) and I asked if he could place me on hold and call the towing company to see if it was towed, which he did and said that it yes had been towed. Finally, [redacted] was somewhat helpful. Apparently the reason for it being towed was because when we traded our car in, we left the parking pass in the car. Completely our fault, it was an accident. The time our car was towed in Maryland was for a similar situation in which our car was being repaired, and we were using my father in laws vehicle. We went to the leasing office in MD, and the lady called the towing company and they allowed us to have the vehicle back for half of what they originally would have charged us since we were indeed residents. Upon finding out how much the tow was $330 in our current situation, I called back to the leasing office for some assistance. Continued...Desired Settlement: Some assistance with the tow truck company would be helpful if it's not too late. . [redacted] answers the phone again, I as beginning to ask if he would be kind enough to call the towing company as a curtsey, he began to talk over me saying that he couldnt. Being in the desperate situation I was already in, and being a person who has little patience for slowness or people that are hard of comprehending, I kindly asked if I could speak to someone else. [redacted] says that hes the only person in on Saturday. I understand that managers take weekends off, and other people are not in at work certain days but the fact that someone would leave [redacted] to represent the apartment complex all by himself was astonishing. For what I was asking a custodian would have been more helpful than [redacted]. I said you are the only person that is there right now. He said yes, the manager will be in on Monday. I said ok well then I need YOU, since you are the only one there to call the tow company. [redacted] insist

Consumer

Response:

This issue has been resolved by The Palms. I do not wish to pursue this complaint. Thank you for your assistance.

Review: I was scheduled to move in to an apartment unit at The Palms on 4/15/14. I was asked to sign my lease online before viewing the unit. To "make the move-in process faster" as said by one of the leasing agents. On Move In Day, I was given the keys, a copy of the lease and a walk through checklist. But was not walked through the unit by any leasing agent. Only told that they did their own inspection and the unit was "perfect". I opened the door to the unit along with my co-signer and her children, and the unit wreaked of cigarette smoke and was smoke damaged (although all the units are supposed to be smoke free). We were afraid of letting the toddler touch anything. There was a dent in the wall near the patio door. The walls/doors/ceiling were discolored. The closet shelves were warped. I had to use a Clorox wipe on the door handles, which removed plenty of black residue. The unit was nothing like the one I was shown nor like any photos they advertise on their site. I called the office to complain. Management, argued "I know the previous resident and they were not a smoker. You must be smelling a cigarette from a neighbor outside or something." She sent Maintenance down, and the man suggested bombing the unit with a mint mist. Which I agreed to. I had to leave the unit with my furniture still in my car. I had to go back to my old residence for the night. The smell was still the same the next day. And I requested a refund right away. Management, offered me an upgraded unit, for the same price. My point was that the unit I agreed to #229, should have been clean, like the units they showed me. I still wanted to get my refund and move elsewhere. I was handed off to a Leasing Agent, who said that I would be charged for 30 days of rent, from April 16th-May 16th for breaking my lease and leaving. That my deposit and pro-rated check I used for Move In Day payment, would be used to go towards that. I still wanted a refund because it did not make sense. The Leasing Agent's reply was "It's too late."Desired Settlement: I would like a full refund. For everything. As I feel very deceived in how I was shown 2 nice & clean apartments and amazing amenities to falsely gain my interest, when I came in for a tour. I don't know how many times I've driven to The Palms since my interest, within the last 30 days. But I have wasted tanks of gas commuting to The Palms from Vacaville in order to meet with the Leasing Office. And I'd definitely like an apology for wasting all my days off from work, for this entire process.

Business

Response:

We have already refunded the deposit back to this customer for her inconvenience. We also offered her at the time another brand new unit, with new carpet at no additional cost but the prospect refused.

Business

Response:

Hi there, My name is [redacted] – the manager at The Palms. Below is how we’ve handled this frustrated customer.

The next day, 4/16, we offered [redacted] two different units as an option to her current unit she was displeased with. One of the units had brand new carpet and linoleum and smelled great, but she refused to take it. Said it was about “principle.”Because we held the apartment for a long period of time and expected her to move in, we offered her to put in her 30 day notice, letting her out of her lease. She did not think that was fair and dropped off the keys and demanding she be fully reimbursed.

We compromised, and asked that she remained financially responsible for only 15 day, not 30. We fully refunded her deposit as well. Someone from our corporate office also reached out to her, to let her know we apologize and this was our final decision. At the time she was OK with this decision. We did our best to accommodate, but she did not think that was fair. We wish her the best.

Consumer

Response:

I am rejecting this response because: My deposit was returned, but I was still charged for half of a month of rent, even though I declined the unit at first sight and never moved in. I was not offered a new unit until much later the next day. My complaint was ignored by staff on the day of occurrence. Which meant that I had to commute back to my old residence, an hour away, with my belongings still in my vehicle. I then had to commute an hour back to the business the next day to speak to staff for the same complaint. Even then, staff did not want to negotiate anything. It was more of a "Here is an upgraded property", if I accepted the property, I would be charged, if I rejected the property I would be charged anyway. Those are not problem solving options. Those are one-way options in favor of the company.

Consumer

Response:

I am rejecting this response because: I did not submit an application for The Palms until 4/3/14. My application was also approved the same day. However it could not be fully approved without a co-signer, my co-signer's information and pay-stubs. My co-signer could not get that information to me until a couple of days after 4/3/14. On the day the unit was reserved via the online portal (4/3/14) also noted on my receipt of reservation, the apartment unit was listed as "Available 4/15/14". Which means it was unavailable and would not be move-in ready until 4/15/14. So, 4/15/14 would be the first time I would be able to view the unit. So I do not understand how the business "Held the apartment for a long period of time" and expected me to move in. When the apartment was listed as not available until 4/15/14.

Review: I lived at the Palms Apartments for a little over 8 months and upon moving in our carpet was in poor condition, now that we have moved out they sent us a bill to replace the carpet (for the 17 months left in the carpets life) due to 3 small black light stains (which they say is urine, but black light can pick up many different stains), dander, traffic stains, and damaged carpet where the closet runner was rusted and ruined the carpet before we took residence. I know through California law they can not charge us to replace the carpet due traffic stains since that would be considered normal wear and tear. Also they charged us for an enzyme treatment which if they replaced the carpet would be an unwarranted charge. If I am to pay any of these charges I need photograph documentation that we in fact were the residents that created these "unfixable" stains and they were not left over prior tenants.Desired Settlement: I do not feel like three small black light stains warrant the need for a $399.14 carpet replacement fee. We also should not be charged for a $147.00 enzyme treatment when they replaced the carpets. And if I am to pay for the enzyme treatment I need before and after pictures so that I know the small stains did not come out.

Business

Response:

Hello,

We are in receipt of the recorded complaint for the previous resident at The Palms – Katherine Morris.

Although the residents have submitted their concerns through the Revdex.com, the management team at the Palms have been in continuous communication with the residents in regards to the requested documents from the charges detailed on their Final Account Statement.

Please find attached the invoice for the sub-floor enzyme treatment and carpet replacement due to heavy pet damage. Although the carpet was not in new condition at the time of move-in, the invoice calculates a proration based on the age of the carpet.

In reviewing the details of the invoice, considering the carpet replacement was a necessity based on the condition the carpet was left after the resident vacated, we do not see any opportunities to reduce the costs associated with the carpet replacement and treatments needed.