The Point at Silver Spring

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:a. Lock Out Feei. I reported to the concierge desk on September 17", 2016 Before 9pm. I was coming from the [redacted] (My roommate attended and can confirm the correct date if necessary- Id prefer to use other witnesses) b. Camera FootageI personally wanted to review the footage because there is a clear decline of service, both verbal and physical gestures, once I was informed there was a lockout fee. I had even called a cab. I have attached a copy of the Uber I called and cancelled upon the arrival of the maintenance man. I had no intention of entering my apartment if it would cost me $75 and that is why they wont allow proof of the video or correct dates. TOO MANY ATTACHMENTS- AVAILABLE UPON REQUESTc. Apartment Listing DateMy roommate moved out. I have a video of our empty apartment as of June 22nd. My roommate decided to keep her keys when she was informed that an early listing date was not an option. (screenshots of a conversation -starting June 5th- TOO MANY ATTACHMENTS- AVAILABLE UPON REQUEST) Which is when I followed up and asked for a move out inspection at an earlier date. d. Copy Of LeaseI was asking for a copy of my lease that INCLUDED the copies of our mandatory security deposit being in my name and all documents in my resident file including the receipts (I have attached a copy of Shante's response saying that it would be too time consuming to copy the entire file. She offered to send ONLY the lease)E. Lease TerminationI made it clear that I did not feel safe in my living quarters. Upon being told, I had to stick it out. Verbal abuse and threats are warrant for a peace order- I proceeded to file in order to stop the harassment. It is also well documented (copies upon request). We, as roommates could not qualify for a protective order because were not in a sexual relationship. Had we were, a protective order would have been issued. This was made clear to the building, and I asked for help to get out of the hostile living arrangement after my case was granted. They refused. Fine, but they should have allowed other options. Options, that once I spoke to the regional manager, told me were available. See attached. f. HangTag & Garage Access CardHer claim that I lost the hang tag is incorrect. I came in to get a replacement access card. I was unaware of the existence of a hang tag to even ask about one. Secondly, using my roommate as a character witness should not be called into play because it has been made clear that we are on hostile terms, making her a jaded witness. Please disregard the Businesses prior statement referring to her. g. Formal Complaint & AccusationsShante M[redacted] did advise my roommate to remit her payment- through the bank. In order to do so, my roommate filed a  "Customer advises not authorized" to reverse the payment through the bank after being advised to do so by the management company. This is where I feel that they overtly assisted in the remaining balance on the account. A balance they caused by incorrectly charging the wrong amount on the final prorated rent amount. They refused to rectify the lease until I contacted the regional manager and provided proof of my 60 day notice, Shante's day response time to log the date, and final lease date listed on the lease (which they were reluctant to send). The reason I did not want to wait for her return from vacation was because rent was due on the first and late on the 5th. I made it clear to the management company and my roommate that I would not pay the balance until it was adjusted. I also advised my roommate to do the same. (Screenshot of the message TOO MANY ATTACHMENTS- AVAILABLE UPON REQUEST) She chose to pay the balance as it was listed. She consented and authorized her payment. Once the rent was corrected, Shante assisted in the change in payment amount, I can only assume to help rectify the original mistake on her behalf.  h. Notice of lawsuit for balance: I was threatened to be sued for a balance less than that of my security deposit. Only upon speaking to the corporate office, was I advised that they cannot sue for a balance less than the security deposit on file. And that threat would not be honored by Regional management. I have attached a copy of that email as confirmation. While I believe Shante and the management office at The Point at Silver Spring believe they have done their best, they have in fact done the bare minimum when it came to handling customer service and customer relations. The reasons I kept asking for updated files is to protect myself in the event I would need to prove the disparities between my lease, roommate, management company, or subsequent legal actions. In doing so, and reviewing the files attached above, I believe that a better picture can be painted and shed doubt on the statements provided by the management company. To be called a liar and read that my accounts of what happened are inaccurate is dismissive to say the least, it is no wonder that there were so many issues throughout the entirety of my lease. Additional attachments are readily available. I exceeded m attach limit
Regards,
[redacted]

To whom it may concern:Upon receiving the document in the mail containing [redacted] complaint we felt the need immediately responds to clarify some mistruths, ask that you please see below, as we do not want to miss addressing any of the complaints.1.) Complaints vs. Responses a. Lock Out Feei....

[redacted] reported to the concierge desk on September 16", 2016 (9:25pm)stating she was locked out of her apartment; and upon requesting emergency maintenance was informed that she must sign the lock out form resulting in a $75,00 fee, The maintenance technician was dispatched to provide her with entry into the home, but she then decided that she didn't want to pay the fee anymore. Upon deciding she no longer Wanted to pay the lock out fee, which is standard and charged to any tenant for after hour entry, she stated she wanted her air Conditioning checked because it wasn't working. [redacted] was informed that her air Conditioning could be checked, but she was being charged the fee because that was the initial issue she reported resulting in calling the technician out after hours, The maintenance technician arrived, let her into the home, and checked the air conditioners- which all of them were working perfectly. The attempt that [redacted] made to be let into her home without paying the fee was not successful, and she was upset that we proceeded with the charge, [redacted] also upon the charge being assessed stated that we had to inform her of the charge prior to assessing it and that the lease agreement doesn't reflect such information. I have attached a screenshot to reflect she initialed and acknowledged being informed of the policy.b. Camera Footagei. The cameras at the front desk were viewed by the Property Manager todetermine the accuracy of what the Concierge, maintenance technician, and [redacted] reported, Upon reviewing the footage, the information that both the concierge and maintenance technician stated Were proven to be true; and [redacted] untrue.c. Apartment Listing Date1. [redacted], contacted me on June 5", 2017 (12:43pm) stating her roommatemoved out and broke their lease agreement. [redacted], did Inquire in regards to several areas such as: breaking her lease, and move out fees. On this date, I responded to each and every one of her questions in full detail. have provided the email thread to accompany the complaint (please see the attached). Please note, the primary reasoning behind not listing the home for occupancy as of June 16, 2017 is because her roommate was STILL living in the home and stated she wasn't vacating until the end of the lease.d. Copy Of Leasei. [redacted] has requested a copy of her lease several times, and each time she was provided with the copy. [redacted] believes that if she requests her lease it is supposed to be immediately available; it has been explained that there are other things that amount daily and we take care of all requests Within a reasonable time frame,1. Outside of [redacted] physically walking into the office on Several occasions and requesting a copy (which she has received twice), have also provided her a copy on the following dates: March 22, 2017 and also June 26, 2017.E. Lease Terminationi. [redacted] and her roommate over the past three months have not had the most pleasant living quarters. As far as the management office is aware, there has been no physical violence, simply two roommates that aren't getting along. Upon [redacted], stating her and her roommate had a "Restraining Order" which was confirmed to be a "Peace Order"We informed them of all of their options to end the agreement; the options simply weren't up to par with what [redacted] wanted. Unfortunately, we aren't able to release residents from contracts whenever they no longer mesh with their roommates, we encouraged them to make the best of the situation until their lease expired - which was 90 days from the initial communication, Please note, upon [redacted] taking her roommate to court for the "Peace Order" the judge also informed her that he/she would not release her from the contract either; they were instructed to remain civil and not communicate.f. HangTag & Garage Access CardUpon speaking with [redacted] in June 2017 she confirmed to me directly that the hang tag was lost; she then recanted once informed her of the fee. have also spoken with [redacted] roommate whom confirmed that when they were better friends she has used [redacted] vehicle and the tag was in the car; it was also reported that upon [redacted] moving out to her new home that she threw the tag away. have informed [redacted], we would never and have never given out just the garage access card, you must have the hang tag otherwise her vehicle would've been towed nightly/daily, [redacted], also being someone that reads her all documents in entirety prior to signing them signed her parking addendum which states her tag must displayed at all times. There is no way [redacted] would have signed that form if she did not receive the tag.g. Formal Complaint & Accusations[redacted], did in fact contact our Regional Manager, because was out of the office on vacation, Upon my return immediately contacted her back in regards to her stating /We are unresponsive. Once [redacted] received my response were specified that was false; she basically stated that she wanted immediate help and didn't want to walt for my return. [redacted] has also accused us in aiding her roommate with a stop payment of her rent check. As previously informed, we at no time can hinder or promote a stop payment; [redacted] roommate was upset because she paid more than what she should have and [redacted] did not reimburse her resulting in the stop payment and reissue of the check. I have provided documentation which shows, that both of them were informed that they would be sued for delinquent rent if the full balance was not paid.While I am most certain [redacted] has some frustrations with the way the past ninety days of her residency have been; our Management Company stands by how we handled their situation, We genuinely and truly value each and every one of our residents and we ensure that based upon Fair Housing Guidelines that everyone is treated equally and fairly,Sincerely,Shante' M[redacted], APM