The Regency: Auraria's Student Housing Community, LLC

Dear [redacted] , Initially we refunded $of your Security Deposit and held $for a cleaning feeUpon your request, [redacted] (accountant) willingly offered to refund the additional $as wellAs she explained previously, refund checks are processed through our Home Office as is a common practice for properties of this size You should be receiving your additional $refunded within the next days Thank you, Regency Manager

Dear ***,
Initially we refunded $of your Security Deposit and held $for a cleaning feeUpon your request, *** (accountant) willingly offered to refund the additional $as wellAs she explained previously, refund checks are processed through our Home Office as is a common
practice for properties of this size
You should be receiving your additional $refunded within the next days
Thank you,
Regency Manager

Initial Business Response /* (1000, 9, 2015/10/14) */
Our Assistant General Manager has spoken to this current resident and was able to come to an agreement on the key refundThe cleaning charges are applied per lease contract policies as it is an external cleaning company that bills for
services performed

Good morning - The 50% cancellation offered to the complainant was standard practice for apartment communities in Colorado. Given nearly 90% of our 1,students move in each August, we have many students that "fail to move in" due to lack of academic performance, financial aid
disbursement, etc. The initial contact by our Assistant General Manager was intended to begin negotiations of the balance owed for the Lease Contract signed by both the parent and the student. After things settled down after move in, our AGM attempted to speak with the complainant by telephone without success. We received the contract, as we do all contracts after move ins have been completed, and then attempted to remedy the situation by the complainant not having to owe anything given the contract status. We will attempt to reach the complainant again by telephone to communicate this directly! To clarify, the complainant does not owe a cancellation fee and currently has a $balance with The Regency & Villas Student Housing Community. Thank you, General ManagerRegency Student Housing

Complaint: ***
I am rejecting this response because:It is impossible that "excessive paint" was needed for one wall with two paint drops smaller than a quarterThis is not a satisfactory solution, the company failed to acknowledge my concern and/or is incompetent to the much desired customer service and billing adjustmentI will only accept my deposit of ($100.00) to cover the charges of the small paint stain
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Our facility manager walked your unit after move out and noted $in charges consisting of damages and cleaning feesYour $security deposit was applied to this balance leaving a final statement of $due
Initial Consumer Rebuttal /*
(3000, 7, 2015/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The room was left clean and there was not any damage as they are statingThey need to refund our money
Final Business Response /* (4000, 10, 2015/07/13) */
The Regency & Villas Apartments has a process of walking units with Facility and Operational Managers that consists of using the prior Unit Condition Form completed by the former resident and comparing damages, cleaning and paintingThere are occasions when residents have left a significant amount of cleaning including trashing out units, painting issues and more that require contractors to assist with the process due to the quick turnaround time neededThese costs are assessed as outlined in the Lease Contract that all residents sign and is a common Lease Contract used in housing throughout the United States
At this time we will not be refunding portions of the security deposit requested given our process deemed there were cleaning costs associated with the unit

According to the report an agreement was made on January 30th,

Good afternoon - The Regency & Villas Apartments follows a standard protocol in student housing, and apartment living, in the United States. The total charges are due to excessive paint needed. We bill out directly what contractors charge us and we do not excessively "markup" in
order to make a profit. As nearly beds need to be made ready in less than days, contracts are placed in a high pace environment and charge according to their market valuesResidents, as is custom in all apartment communities, are required to leave the apartment in as good of condition as it was provided. The records show that the resident was charged $for paint and preparation of the wall and there was a cleaning charge of $75. If there are questions or disputes, our management team can always be reached at *** and we can provide more details regarding the concern.Thank you, Regency Management Team