The Park at LeBlanc Apartments

ON 5/31/ [redacted] came into the office to inquire about an [redacted] unitWe toured unit and she liked the propertyShe told me that she was needing to move in asapAt the time the earliest we had a bedroom scheduled to be ready was on 6/16/2018, she stated that move in date is far away and she has small daughters and herself staying in a hotelI asked if a bedroom would work for them as we had a small bedroom coming available a week sooner on 6/8/She asked how the floorplan was and I showed her the floorplan on our brochure as we did not have this floorplan to showShe said she needed to think about it, that she would go get a money order and make the decision by the time she got back to the officeWhen she came back in with her money orders, she stated that she wanted to move into the bedroomsI took her application and her $deposit and told her I would run her application as soon as possibleIt was late when she bought her application in so I submitted her application on 6/1/On 6/2/2018, [redacted] called the office and I let her know about her approvalOn 6/5/2018, the cabinets were scheduled to be done in unit #115, which is where Ms [redacted] appliedWhen the maintenance staff went in to the unit, they noticed a leak in the unit which resulted in us having to reschedule the installation on the cabinetsThe next available date they could come in to install was 6/19/I called [redacted] AS SOON as we found out about thisI left her a voicemail on 6/5/to inform her the we would have to push her move in date back to 6/23/I was unable to talk to her on that dayI tried several times to get ahold of Ms [redacted] but it was not until 6/12/that I was able to get her on the phoneI told her about the situation and she was very adamant that she and her children needed somewhere to live as they were staying in a hotelShe said that if she had to wait until 6/23/2018, she would have to just find somewhere else and sounded panicked about thatI understand how it feels to be homeless so I told her that if I was able to talk to my Manager and get her to approve this, that we would move her in on 6/15/and have the cabinets installed on 6/19/I knew this was against policy, however, I wanted to go above and make sure she and her family had somewhere to liveI was able to get that approved by my manager but [redacted] was hesitant because she thought that we would move her in and not install the new cabinetsI reassured her that we would not do thatI sent her an email on 6/12/while we were on the phone stating that we will allow her to move in on 6/15/and have the cabinets installed on 6/19/so that she would have documentationI typed her lease and sent it via emailOn 6/15/when [redacted] came into the office to move in, I asked if she had a chance to sign the lease or set up her electricity in the unitShe stated that she did not set up her electricity and that she would not sign the lease until she saw the unit (understandable for the lease but strange for the electric)I did let her know that we needed her to get that electric set up ASAP and grabbed the keys to and went to walk itWhen we entered the apartment, it smelled like Fabulouso as the cleaners had just left the unitShe stated that she liked the location but she wasn’t sure about the size of the 1st bedroomShe said that the one bedroom was bigger than this unitI reassured her that the one bedroom we looked at was sqft and this unit was sqftWe walked the unit and that was the only complaint made but Ms [redacted] Once we walked out of 115, I asked her how she felt about the unit and she said that she would have to think about it because that front bedroom was just too smallShe said “I know that if I change my mind at this point I would loose my depositBut that’s only$I would rather loose out on $than move in and lose out on months of rent.” I asked her how long she needed to think it over and she said she would call me back on Saturday 6/16/I asked if there was anything I could do to help her make a decision (as our regional manager was in the office that day and she would have been able to approve any request [redacted] may have had)She said no she just needed time to think it overI told her I would wait for her call the next dayShe said ok and got in her car and leftI came straight to the office and told [redacted] (our regional) what happened On 6/16/I did not receive a call or email from [redacted] so I reached out to her around noonI called and got no answer so I left a voicemailI also texted her from our office phone reaching out to see if she had come up with a decisionAfter my calls and messages went unanswered all weekend, I was instructed by my manager to send her an email letting her know we would be canceling her applicationThat she is welcome to apply with us again in the futureThe reply from [redacted] was the 1st contact I had had with her since 6/15/and it was a completely different interaction than what we had on 6/15/where she was not at all upset about the condition of the unit but disappointed in the sizeI have been in this industry for years and have worked with the public for over yearsAny interaction with my residents and customers is nothing less than sincere and professionalHad there been an issue with the cleanliness of the unit I would have called our cleaners right out here when I walked the unit on 6/15/Not one time did [redacted] ask for corporate office number, Especially not on 6/as my regional was on propertyIf she would have asked for the corporate office number I would have given it no problemHad this apartment been in the condition that Ms [redacted] claims, I would have gladly refunded her depositI am for the residents, ANY of my residents will tell you past and presentI am an honest and trust worthy person and I do feel like I am being wrongfully accused of taking advantageI feel like Ms [redacted] knew she was not going to lease with us the day I told her about the leakI have never had to lie to get someone to rent one of my units and the accusation that I do is appallingPer my Regional Manager, we will be refunding back the $deposit as an act of good faith and reflective of our customer service goals

Complaint: ***
I am rejecting this response because:The deposit has not yet been refunded as agreed. On June 6/13/spoke to a lady named *** who stated she's the office managerI told her my move in was rescheduled for 6/and I had some concerns about the many negative reviews of their complex onlineOne that mainly stood out was the infestation of bed bugsBy this time I had already went through my application process but still wanted to inquireI called the Park at Leblanc and spoke to *** who told me the incident was in some of the units at the back and there was never an incident that she knew of in the front where I would be moving toShe stated she's been employed at the complex since Janur/and had no knowledge of any new bed bug incidents sinceShe went on to explain that the tenant was out of town and brought the bed bugs back with her from a hotel she stayed in and the tenant was aware of the matter but failed to report it in a timely manner*** stated that particular tenant is no longer there and since their bed bug incident the complex has continued to treat their infestation for the units in the back of the complex*** could have lied to me and said those reviews alleging their bed bug infestation is not true or that the reviews were just upset tenants but she didn’t and I appreciate her honestly on that matter*** gave me no reason to believe she was being dishonest *** *** on the other hand has lied from the beginning and has continued to lie throughout this processAgain on 05/she advised my move in date was on 06/08, she called days prior to and advised me the move in date has been changed to 06/because it was incomplete and gave no other reason behind that response when I spoke to her on the phoneI found myself having to pay more money due to being at the hotel longer but I agreed being that it was just one more week awayPrior to the second move in date of 06/I again received another call from *** days before to tell me due to an leak in the kitchen my move in would again be changed to 06/This is when I told her I had to find another place to live because it's now a third move in date she's giving meThe cabinets would be installed on 06/which meant the initial move in date she gave me of 06/was never even possible*** encouraged I move in on 06/anyhow and says it would a quick job and the apartment would have to be empty on the day they came to install the cabinetsMeaning I was good to move in on 06/but had to be out of the apartment for just the morning of 06/ She went on to say how the guys installed cabinets of four units in a single morning weeks priorI agreed to not return to the unit until after pm on 06/So we kept the move in date at 06/and I assumed it was the cabinets only but when I went into the unit on 06/it was a filthy messCabinets were out in the bathroom/kitchen thrown onto the counter tops and debris everywhere from the cabinets but in addition to that it was far from being cleaned. Not ANY of the communication nor events *** stated has ever taken place between she and INever did I received any calls, emails or voice messages from her inquiring my decision to lease AFTER 06/because I made that very clear the day I viewed itShe suggested I sleep on it and denied me corporates numberNever did I state anything about it being only $or of that natureThe only communication regarding the deposit was when she said to me she hated to take my deposit and gave ONLY an option to move in another unit that would not be available until early JulyFor some reason she insists that I was “homeless” when she knows I was staying in a hotel paying over $per nightAlso she’s aware that I was looking to downsize which is why I looked into that particular complex and had just moved from a 4-2-on 5/31/Never did I mention anything about the size of the apartment but only it’s conditionThe fact that she doesn’t acknowledge all move in dates she’s giving me is concerningShe did not send me the address of the unit I would be leasing until 06/via text message so how was I to get the electric set up without itThis was another red flag that proved to me the move in date of 06/she gave was never possible*** has been misleading, manipulative, unprofessional and has tried to strong armed this situation to her benefitShe has confused her “common practice of shady leasing” with credentialsShe has tried using tactics to control me and took advantage of my situation as I’m sure she has with other applicants/tenants as well*** is a pathological liar and it seems pointless to reiterate the conversation she and I had over and over about my dissatisfaction of the unit.Fast forward to where I was finally able to get corporate and regional involvedI was asked by Gina (corporate manager) to forward my email of correspondence between *** and I to her and told it would be forwarded to regionalReceived an email from *** at the regional office and was advised my dissatisfaction with the unit not being ready along with not having new appliances by the dates initially given to me was understandable and she would be refunding my deposit of $I have an email from *** stating this as wellNow it’s suddenly a “good faith act” rather than stating she was not able to follow through with her commitment so I’m being refundedThis was on 06/when *** claimed she would be sending the deposit through mail and I have yet to receive it*** wanted me to make sure my mailing address was correct and she would forward it to JenniferAs I told *** I do not trust *** and I’m certain she’s impeding the processMy address is literally less than three miles away from this complex and I should have received the deposit by nowThey’ve acknowledged only a portion of their wrong doing in this matter which is not having the unit ready when stated it would beI CANNOT assume these people will stick to their word any more than they have throughout this processThe deposit being refunded now appears to be contingent on their ability to control this situationThese are not people of their word

ON 5/31/2018 [redacted] came into the office to inquire about an ** unit. We toured unit 316 and she liked the property. She told me that she was needing to move in asap. At the time the earliest we had a 1 bedroom scheduled to be ready was on 6/16/2018, she stated that move in date is far away...

and she has 2 small daughters and herself staying in a hotel. I asked if a 2 bedroom would work for them as we had a small 2 bedroom coming available a week sooner on 6/8/2018. She asked how the floorplan was and I showed her the floorplan on our brochure as we did not have this floorplan to show. She said she needed to think about it, that she would go get a money order and make the decision by the time she got back to the office. When she came back in with her money orders, she stated that she wanted to move into the 2 bedrooms. I took her application and her $250 deposit and told her I would run her application as soon as possible. It was late when she bought her application in so I submitted her application on 6/1/2018. On 6/2/2018, [redacted] called the office and I let her know about her approval. On 6/5/2018, the cabinets were scheduled to be done in unit #115, which is where Ms. [redacted] applied. When the maintenance staff went in to the unit, they noticed a leak in the unit which resulted in us having to reschedule the installation on the cabinets. The next available date they could come in to install was 6/19/2018. I called [redacted] AS SOON as we found out about this. I left her a voicemail on 6/5/2018 to inform her the we would have to push her move in date back to 6/23/2018. I was unable to talk to her on that day. I tried several times to get ahold of Ms. [redacted] but it was not until 6/12/2018 that I was able to get her on the phone. I told her about the situation and she was very adamant that she and her children needed somewhere to live as they were staying in a hotel. She said that if she had to wait until 6/23/2018, she would have to just find somewhere else and sounded panicked about that. I understand how it feels to be homeless so I told her that if I was able to talk to my Manager and get her to approve this, that we would move her in on 6/15/2018 and have the cabinets installed on 6/19/2018. I knew this was against policy, however, I wanted to go above and make sure she and her family had somewhere to live. I was able to get that approved by my manager but [redacted] was hesitant because she thought that we would move her in and not install the new cabinets. I reassured her that we would not do that. I sent her an email on 6/12/2018 while we were on the phone stating that we will allow her to move in on 6/15/2018 and have the cabinets installed on 6/19/2018 so that she would have documentation. I typed her lease and sent it via email. On 6/15/2018 when [redacted] came into the office to move in, I asked if she had a chance to sign the lease or set up her electricity in the unit. She stated that she did not set up her electricity and that she would not sign the lease until she saw the unit (understandable for the lease but strange for the electric). I did let her know that we needed her to get that electric set up ASAP and grabbed the keys to 115 and went to walk it. When we entered the apartment, it smelled like Fabulouso as the cleaners had just left the unit. She stated that she liked the location but she wasn’t sure about the size of the 1st bedroom. She said that the one bedroom was bigger than this unit. I reassured her that the one bedroom we looked at was 660 sq. ft and this unit was 912 sq. ft. We walked the unit and that was the only complaint made but Ms. [redacted]. Once we walked out of 115, I asked her how she felt about the unit and she said that she would have to think about it because that front bedroom was just too small. She said “I know that if I change my mind at this point I would loose my deposit. But that’s only$250. I would rather loose out on $250 than move in and lose out on 12 months of rent.” I asked her how long she needed to think it over and she said she would call me back on Saturday 6/16/2018. I asked if there was anything I could do to help her make a decision (as our regional manager was in the office that day and she would have been able to approve any request [redacted] may have had). She said no she just needed time to think it over. I told her I would wait for her call the next day. She said ok and got in her car and left. I came straight to the office and told [redacted] (our regional) what happened.  On 6/16/2018 I did not receive a call or email from [redacted] so I reached out to her around noon. I called and got no answer so I left a voicemail. I also texted her from our office phone reaching out to see if she had come up with a decision. After my calls and messages went unanswered all weekend, I was instructed by my manager to send her an email letting her know we would be canceling her application. That she is welcome to apply with us again in the future. The reply from [redacted] was the 1st contact I had had with her since 6/15/2018 and it was a completely different interaction than what we had on 6/15/2018 where she was not at all upset about the condition of the unit but disappointed in the size. I have been in this industry for 4 years and have worked with the public for over 10 years. Any interaction with my residents and customers is nothing less than sincere and professional. Had there been an issue with the cleanliness of the unit I would have called our cleaners right out here when I walked the unit on 6/15/2018. Not one time did [redacted] ask for corporate office number, Especially not on 6/15 as my regional was on property. If she would have asked for the corporate office number I would have given it no problem. Had this apartment been in the condition that Ms. [redacted] claims, I would have gladly refunded her deposit. I am for the residents, ANY of my residents will tell you past and present. I am an honest and trust worthy person and I do feel like I am being wrongfully accused of taking advantage. I feel like Ms. [redacted] knew she was not going to lease with us the day I told her about the leak. I have never had to lie to get someone to rent one of my units and the accusation that I do is appalling. Per my Regional Manager, we will be refunding back the $250 deposit as an act of good faith and reflective of our customer service goals.