The Terraces at Highland Reserve

Review: To Whom it may concern, When I moved out of the terraces on April 30 2015 I had been told that I needed to have the carpets professionally cleaned and needed to have the apartment professionally cleaned. I did this and submitted to the apartment complex receipts for both cleanings which totaled 120 dollars for the carpet cleaning and 240 dollars for the apartment cleaning. The professional cleaners cleaned for 10 hours each and there were two of them. I called the office on April 27 and spoke with [redacted], who is the lady in the office who shows the apartments and answers the phones most of the time, I asked her if I could schedule a walk-through. She informed me that someone would be out the next day between 1 and 3 PM. I rescheduled some doctors appointments and made sure that I was at the apartment from noon until 315, at 315 I called the front office and spoke to the assistant manager who informed me they were too busy that day and would not be coming for my walk-through asking if I could reschedule for the next day. I explained I could not and I had rearranged to make that day work and was basically told oh well. When I moved out I was charged 170 dollars to clean the apartment and 70 to clean the carpets. Attached is a carpet cleaning quote, not a receipt. These charges are ridiculous as the apartment was left immaculate and any issues they had could have been taken up on the walk-through that because of their actions I was denied. I called and spoke with [redacted] on 5/21 and was told I would get a call back the next day, it has now been over a week and I have gotten no call. Also the check was not included with the information so I have not received any of my deposit back.Desired Settlement: I would like a refund of my deposit totaling 543.95. Breakdown is as follows 725 deposit -93.34 for back utilities-87.71 for aartment painting543.95 is the totalI do not agree to the 170 charge for cleaning or the 70 charge for carpet cleaning or the 43.10 charge for the broken kitchen fixture as it got broken after 3 calls for maintenance and no one showing so I had to do it myself. I also reported it broken to maintenance and it was not replaced.

Business

Response:

Mr. [redacted] is demanding a full refund of his deposit. Our lease states in multiple paragraphs 38, 39, 40 and 41 our requirements in order to receive deposit money refunded. I have also attached the signed and acknowledged lease and Inventory & Condition Form by Mr. [redacted]. Pictures of the unit after possession was returned by all parties have also been included for your and Mr. [redacted] viewing. The condition of the unit was not left to our standards and required further cleaning and repairs. I have also attached a copy of all the work orders that were placed while Mr. [redacted] was living in unit #811. As far as the refund Mr. [redacted] did receive that does come separately from the Statement of Security Deposit Accounts. The check was paid out on 5/22 and mailed from our corporate office in Los Angeles to the address 1515 Mallard Lane Roseville 95661 provided on the 60 day notice. If you have any further questions please feel free to email directly. Kind Regards, [redacted]Community Director

Consumer

Response:

I am rejecting this response because: in this response they provided pictures, the broken light fixture had been reported to the office along with the water leak from the above apartment that was flooding our bathroom. It took me reporting the leaking ceiling in the bathroom 4 times and over a months time to get any attention and they never fixed any of it until I moved out. The light fixture was only broken because for a month they failed to replace my kitchen light and I was forced to do it myself. As for the cleaning a lot of it needed to be touch up painted and that is a lot of what is included in the pictures. They charged me over 400 dollars for touch up paint so they did NOT have to clean those spots, also if they were going to clean it themselves why tell me I HAD to pay someone to professionally clean it first. This also doesn't address the issue they did not show up for my walk through so that I could be shown these things. They made me an appointment then decided other things were more appointment than keeping their word on my appointment I had arranged my schedule to meet. The pictures also don't show evidence of 120 hours worth of additional cleaning, especially when most needed touch up paint which by the way I was told could be provided at the walk through they flaked on. Lastly there are no picture of carpet issues and again I PAID a professional carpet cleaning service they had no reason to get it re-cleaned and there are no pictures justifying them having it re-done.Due to all things listed here I am sticking to my original request which is NOT 100% return of deposit just the portion that was unjustly taken, I am willing to a lot 4 hours of cleaning for the things pictured as the walls fall under touch up not cleaning. Not to mention I HAD ALREADY paid for the cleaning service had they HELD UP THEIR OBLIGATION of the walk through appointment I could have called the service back out to clean the additional areas, as I payed 20 an hour for cleaning I am willing to allow 80 dollars for cleaning, so [80(cleaning) + 93.34 (back utilities) + 87.71 {painting)= 261.05 total deposit is 725-261.05= 459.95 ad the amount that should be returned to me. Thank you

Business

Response:

We stand by the original response. The charges are true and correct. Regardless of us being provided with receipts for cleaning, the pictures clearly show the condition in which the premises were returned to us. We apologize for any inconvenience caused by the walk-through scheduling and will ensure that we implement a system so that such a situation does not ocurr in the future, but we are unable to modify the charges at this time. Thank you.

Consumer

Response:

I am rejecting this response because: This is 100% uncceptable none of the pictures justify a SECOND carpet cleaning, nor the amount of time claimed for cleaning, as well you did not respond to my issue with being charged for the light cover in the kitchen and your lack of followthrough causing the charge. I will allow another week for a response and if one is not given that I find appropriate I will contact JRK and I will make sure as many as possible are aware of your actions.

Review: I am writing to ask your help in a complaint I have against The Terraces at Highland Reserve/JRK Property Holdings, Roseville, CA.

Attached is a chronology of email correspondence and other documents between my husband and myself and the above company. I'll call them "The Terraces" here.

We wanted to rent a unit in Roseville, CA for two months to be near family and explored a number of properties including "The Terraces." Our niece who lives in Roseville actually visited the property and thought it was the nicest of those we were considering.

All went well initially between myself and Leasing Specialist [redacted]. We filled out an application for each of us ($85 total) and paid a holding deposit ($300). As the process continued and projected costs of living there mounted up, we decided at the 11th hour not to go forward with a lease for such a short period of time.

The troubles that we experienced with this company are twofold.

The first problem began when [redacted] prepared a document for us called The Deposit Rental Form. It had two erors: move-in date and the amount of the monthly rent. We did not sign it nor email it back.

I asked her to correct it, she did and sent us a new form. We signed it and had it scanned by Office Depot. Office Depot then emailed it back to [redacted] with date and time indicated.

There is a warning on the form that says you must respond within 48 hours if you wish to back out and have the holding deposit ($300) returned. Within 48 hours we did so through another email (attached).

[redacted] claims the 48-hour deadline began when we received the very first document with the mistakes. We argued that it should begin when we emailed back the correct document with our signatures. In our view, that is when the clock should start ticking.

The second problem began before we decided to back out. [redacted] wrote to say she could email the lease agreement to us but she needed my husband's email address (12/9/2014, 13:29) so that we could sign electronic leases. Less than 20 minutes later (12/9/2014, 13:48) she had emailed us an electronic lease package and cautioned us that if we didn't sign it within 3 days they could retain any application fees, administrative fees or deposits we had submitted during the rental application process as damages. The letter went on to say that to proceed with the E-signature process, including review of the Lease Contract Documents and consumer disclosure, I was to click on a link.

I clicked on it to read the 2-page "Consumer Disclosure" document. In it, it says under, "Your Choice: Paper or Electronic" that I was not required to sign documents....electronically and that if I preferred to use paper do not proceed with the process with the process but rather close my web browser and contact the property owner to request paper copies. Which I did.

But first I wrote [redacted] back (12/10/2014, 7:55) to say Paul and I had the same email address and that we preferred paper documents and to please forward them. We were still thinking this might work but we didn't trust E-signature as a way to sign a lease agreement. I emailed [redacted] (12/10/2014, 8:02) a few minutes later and asked if we should have it scanned and emailed back as we had done with other documents. No response from [redacted] to either email, most likely because we began then to have grave doubts about leasing with The Terraces and emailed shortly thereafter to [redacted] (12/10/2014, 08:40) to not bother, that we would not be signing a rental agreement and to please shred our financial documents that they had required (six months of bank statements and our 2013 tax return).

I asked about the $300 deposit over the phone. Our position and their position is described earlier in this letter. We thought it was over, that we had lost the deposit.Desired Settlement: To our great shock, we received a document in the mail on Saturday 12/13 stating that we had a lease agreement with the Terraces for 14 months, beginning on 1/5/2015 and ending on 03/3/2016. We can't begin to think what it means. Are they confusing us with someone else? Is it somebody's idea of a joke? How can they do this? We never signed a lease. There is no lease.

Our attorney said to turn it to you. Please investigate our complaint. We cannot be the only people out there who have been scammed by this company. Our greatest concern is the final document we received saying that have a lease with them, and for 14 months!

Sincerely,

Business

Response:

To Whom It May Concern: Mrs. [redacted] contacted our office on 12/3/2014 and spoke to the leasing specialist [redacted]. She explained to [redacted] she was looking for a 1 bedroom in January or February for a 2month term and also needed rental furniture. [redacted] was more than delighted to assist Mrs. [redacted] will her application process and promptly emailed Mrs. [redacted] all the information she needed to get the process started. The office received an online application from Mrs. and Mr. [redacted] on 12/6/2014. Along with the application we require a holding deposit of $300 and an application fee of $85 for a couple, proof of income and verification of rental history or home ownership. An online payment of $385 was made on Paylease.com 12/5/2014. Mrs. [redacted] emailed [redacted] the proof of income on December 7th, 2014 and [redacted] responded to Mrs. [redacted] letting her know she received the email and attached back to Mrs. [redacted] the Deposit and Rental Status that needed signed and returned that same day. Our move in cost sheet gives a breakdown of the move in costs and also has a disclaimer at the bottom stating you have 48 hours to retract your application in order to receive a refund on the holding deposit only. The application fees are non refundable which is stated on the 2nd page of the application paragraph 2. Mrs. [redacted] did sign and acknowledge the Deposit and Rental Status form that was emailed back to [redacted] on December 7th. The application was processed and Mr. and Mrs. [redacted] were contacted on December 9th, 2014 of their application approval. [redacted] proceed to email the lease agreement to Mr. and Mrs. [redacted] on December 9th, 2014 which is a standard procedure after the application is approved. Mr. and Mrs. [redacted] never signed the lease agreement online. On December 10th, 2014 Mrs. [redacted] contacted the office and spoke to [redacted] stating she no longer wanted to proceed with the apartment due to all the hassle of the paperwork and the amount of money it was going to cost for a short term stay. [redacted] understood and let Mrs. [redacted] know that the $300 holding deposit is non refundable after 48 hrs which is stated on the Deposit and Rental Status sheet that was signed by Mrs. [redacted]. Mrs. [redacted] was upset and wanted to speak to me directly, there was nothing I could do for Mrs. [redacted] our 48 hr policy comes directly from corporate and that’s what we go by. I do apologize for your inconvenience and understand the frustration. This part is directly from [redacted]:On December 4, 2014 you sent us an e-mail stating that you had a couple of questions about the “offer letter” we sent you. You had many questions about the rental deposit sheet, and I answered all of your questions. This means that you completely read over the Rental Deposit Sheet. Also, in your email you asked if pay your move-in costs , in the amount of $1,568, now but I responded please wait unit the application is approved. If we were in the business of taking your money I would have told you to make the payment right then….but that’s not how we work. If you have any further questions please feel free to contact me directly and I will be more than happy to help. Thank you for your time. [redacted]

Consumer

Response:

I am rejecting this response because: There are two issues at stake here: One has to do with the $300 holding deposit. We will not release the $300 from [redacted] until we have in writing through the Revdex.com from The Terraces that the untitled document sent to us from The Terraces dated 12/10/2014 has no basis in fact, that is, that there is no lease agreement of any length between us and The Terraces. The untitled document claims there is a 15-month lease agreement beginning 1/5/2015 and ending 3/31/2016. The Terraces never addressed that issue in their response to the Revdex.com. We wish to have a copy of this response to the Revdex.com. Please ensure our receipt. Thank you.

Business

Response:

To Whom It May Concern: Mrs. [redacted] contacted our office on 12/3/2014 and spoke to the leasing specialist [redacted]. She explained to [redacted] she was looking for a 1 bedroom in January or February for a 2month term and also needed rental furniture. [redacted] was more than delighted to assist Mrs. [redacted] will her application process and promptly emailed Mrs. [redacted] all the information she needed to get the process started. The office received an online application from Mrs. and Mr. [redacted] on 12/6/2014. Along with the application we require a holding deposit of $300 and an application fee of $85 for a couple, proof of income and verification of rental history or home ownership. An online payment of $385 was made on Paylease.com 12/5/2014. Mrs. [redacted] emailed [redacted] the proof of income on December 7th, 2014 and [redacted] responded to Mrs. [redacted] letting her know she received the email and attached back to Mrs. [redacted] the Deposit and Rental Status that needed signed and returned that same day. Our move in cost sheet gives a breakdown of the move in costs and also has a disclaimer at the bottom stating you have 48 hours to retract your application in order to receive a refund on the holding deposit only. The application fees are non refundable which is stated on the 2nd page of the application paragraph 2. In paragraph 7 on the 2nd page of the rental application states1. If You Withdraw Before Approval. You and any co-applicants may not withdraw your Application or the application deposit. If you or any co-applicant withdraws an Application or notifies us that you've changed your mind about renting the dwelling unit, we'll be entitled to retain all or a portion of the application deposits as liquidated damages, and the parties will then have no further obligation to each other. Mr. and Mrs. [redacted] did sign and acknowledge the Rental Application which was submitted online with their electronic signatures and Deposit & Rental Status form that was emailed back to [redacted] on December 7th with Mr. and Mrs. [redacted]’s signature. The application was processed and Mr. and Mrs. [redacted] were contacted on December 9th, 2014 of their application approval. [redacted] proceeds to email the lease agreement to Mr. and Mrs. [redacted] on December 9th, 2014 which is a standard procedure after the application is approved. Mr. and Mrs. [redacted] never signed the lease agreement online. On December 10th, 2014 Mrs. [redacted] contacted the office and spoke to [redacted] stating she no longer wanted to proceed with the apartment due to all the hassle of the paperwork and the amount of money it was going to cost for a short term stay. [redacted] understood and let Mrs. [redacted] know that the $300 holding deposit is non refundable after 48 hrs which is stated on the Deposit and Rental Status sheet that was signed by Mrs. [redacted]. Mrs. [redacted] was upset and wanted to speak to me directly, there was nothing I could do for Mrs. [redacted] our 48 hr policy comes directly from corporate and that’s what we go by. I do apologize for your inconvenience and understand the frustration. No lease was ever signed with our office. Mr. and Mrs. [redacted] do not hold any lease term obligations to The Terraces. All Financial documents have been shredded. If you have any further questions please feel free to contact me directly and I will be more than happy to help.Warm Regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. We will release the $300 to The Terraces by contacting [redacted]. Thank you for mediating this dispute. [redacted] and [redacted]

Review: To whom it may concern:

I received your enclosed communication and a copy of my personal credit report from [redacted].

Please note that I will be sending this record of dispute until this bogus charge has been removed from my credit history and all other records to the following:

Terraces at Highland Reserve 700 Gibson Drive Roseville, CA, 95747

Roseville Revdex.com 3075 Beacon Blvd West Sacramento Ca 95691

As stated in the previous documents and per our phone conversation, I do not owe The Terraces any type of “break-lease” fee due to this establishment being in breach of their contract and obligations to me to live in the apartment complex in peace and harmony. As a consumer I have every right to refuse to pay for goods and/or services that I am not receiving.

This complex promotes they are a “Luxury Apartments” yet I have found no evidence of that, From the very first week I moved in and multiple times every month afterwards, I sent verbal and written complaints to the management regarding the dirty/poor condition of apartment 2912 upon move-in, excessive noise of the upstairs neighbors, the pool being closed more than open, and then in July the constant barking dog of the neighbors across the courtyard, not to mention being assigned a garage that my older model car would not fit in.

None of the issues were ever addressed and/or resolved therefore I gave notice on October 16, 2014 and turned in apartment [redacted] on October 27th by which gave them ample time to rent it by November 1st. 12 out of the 16 comments on YELP share my discontent of the conditions and the poor management.

-I paid rent early/on-time for the months I lived there: June, July, August, September, and October 2014.

-I left the apartment in better condition than I found it- cleaned it as good as any professional.

-I owe no “cleaning bills” and/or any further utility fees. They have my $350 security deposit and $400 pet deposit in addition to charging $25 per month extra for having a dog-They allowed eight plus people to live in the upstairs apartment. The noise was constant and unbearable from 6:00am in the morning until Midnight every single day of stomping and banging on walls.

-The garages are useless unless you have a small economy car.

-Small children are allowed to run around the pool and common grounds with absolutely no supervision.

-Dogs are allowed to bark constantly and just like the noise of the upstairs neighbors my complaints went unresolved.

-This apartment has 16 comments on YELP and 12 of those share my same discontent of living in this horrible place plus the poor management.

I paid $1490 per month to live in this apartment complex and it was absolutely mentally abusive living with all of these issues. I had every right to refuse to pay for a service I was not receiving and gave them able time to rent it for the following month. This complex has not right to just create a bogus bull and send me to a collections agency. As you can see from my credit report I have excellent credit and have always paid my LEGITIMATE BILLS ON TIME!

I look forward to receiving the corrected statement of zero balance.

Desired Settlement: I do not owe The Terraces any type of “break-lease” …..They have my $350 security deposit and $400 pet deposit……. I look forward to receiving the corrected statement of zero balance.

Business

Response:

The charges applied to this account are as follows: Utilities $35.64 This does not mean that utilities were left unpaid. Utilities are paid in arrears so when a tenant moves out, the days up until the move out date have to be accounted for; which is what we did here. Cleaning: $50 Carpet Cleaning: $80 Lease Break Fee/Move-in concession: $2,900 Our records indicate that we did not receive a notice of intent to vacate; we simply received possession back of the premises on October 27th 2014. Upon processing the Statement of Deposit accounts, we charged a lease break fee pursuant to the signed lease agreement. Paying rent on time is an obligation that we expect to be met each and every month under the lease agreement. Our evidence indicate that the apartment needed cleaning and carpet cleaning. Cleaning and carpet cleaning are two of the most common move-out charges. In order to avoid these fees, we must receive the unit in the same condition that it was given to the tenant at move in minus normal wear and tear. Sometimes, tenants contract a company to clean and provide receipts to the office. Sometimes tenants clean up to our standards and are not charge these fees at all. Cleaning companies typically charge a lot more than what we charge back due to the fact that we have discounted rates from our vendors, so typically tenants prefer to just have the fees deducted from the deposit as it is more convenient and less costly for them. We do take photographic evidence of the condition in which the premises were returned to us and we are prepared to show such evidence if necessary. The $375 and $400 deposits were applied towards the move out charges, leaving a balance of $2,290.64 We are unable to discuss other tenant’s issues and the steps we may have followed to address them. Prospects are able to walk the garages prior to deciding that our community is a good fit and becoming a tenant. There are house rules for the common areas that must be followed by all tenants. When these rules are not followed there are proper procedures we must follow in order to address them. We understand that barking dogs may be a nuisance and for that reason we contact the pet owners and animal control to handle the situation whenever necessary. Noise complaints are also addressed following our policies and procedures. Thank you for taking the time to research and let us know about the YELP reviews. People are entitled to express their opinion and we truly do our best to make our residents happy as it is our desire to have a wonderful community that our tenants can call home. Unfortunately the charges are true and correct; therefore, they remain. Carpet Cleaning: $80 Cleaning and carpet cleaning are two of the most common charges applied towards the statement of deposit accounts. In order to avoid these fees, we must receive the unit in the same condition that it was given to the tenant at move in minus normal wear and tear. Sometimes, tenants contract a company to clean or they do clean up to our standards, but companies typically charge a lot more that what we charge back so typically tenants prefer to just have the fees deducted from the deposit as it is more convenient for them. We do take photographic evidence of the condition in which the premises were returned to us and we are prepared to show such evidence if necessary. Our records indicate that we did not receive a notice of intent to vacate; we simply received possession back of the premises on October 27th 2014 and proceeded to charge a lease break fee pursuant to the signed lease agreement.

Consumer

Response:

I am rejecting this response because: I was a resident in good standing at this property/community, The Terraces at Highland Reserve Luxury Apartments from June 1, 2014 until October 27, 2014. I consistently met my obligations of: Providing a security deposit - $750 on 03/31/2014; Paying my rent in full in a timely manner as set forth under the terms of being a tenant, and Following the rules, regulations and good neighbor policies that define and help govern a luxury apartment complex. Unfortunately, it has become clear to me over the 6 months that I lived there the Management of this complex is not as interested in creating, more importantly, maintaining the kind of community that is implied in your advertising and the initial discussions I had in considering the Terraces as my home. I was going through a difficult time and as a first step in recovering from those times, it was essential that I feel good about my new home. The first step I took to ensure this was to put down the aforementioned deposit to secure Apt# 512 as it promised to be the perfect location several reasons. Aside from the apartment itself, its location was perfect for me as a dog owner and with the narrow driveways between the garages, the parking area provided easier access for me to park my late model Chevy in the garage. The problem was within two weeks of my move-in date, 06/01/2014, I was informed that I could not have this apartment and was forced to choose apartment 2912 with garage 249. I chose the term "forced" because with less than 2 weeks to my move-in date, I had scheduled movers, committed monies to deposits, rent, etc., needless to say the Terrace's team left me no time to revisit the other complexes I was considering before finally selecting the Terraces. Furthermore, the condition of apartment 2912 upon move-in was the worst experience combined with unacceptable living conditions I have ever experienced. Hereare some of the issues that I raised as part of my incoming inspection that were never addressed: Outside door have dents, chipped painted with dry rot around door; all outside window screens are torn; all interior walls are banged up with chipped paint; dirty/chipped baseboards; doors filthy with mixed-up brushed nickel/chrome and gold-brass hardware; both bathtubs stained with black rings, rust in sink; cracked mirrors in both bathrooms; stove and refrigerator have dents.It would be understandable if I was moving into this apartment immediately after the previous tenant vacated but it stayed empty approximately two weeksbefore I moved in - making these issues an indication of neglect on the part of the management of the Terraces. Far from what anyone would call a"luxury apartment complex." From this questionable start, I maintained hope that this was just one of those 'once in a while' things but I quickly discovered as I was trying to settle inthat this apartment you had "selected" for me came with a number of noise issues. I brought the constant nuisances resulting from the excessive noise of the upstairs neighbors and the barking dog across the courtyard. In accordance with California Nuisance laws, I sent countless emails to your management team but nothing was done. These are noises that start at 6am as I'm getting ready to go to work all theway through 11:30p as I'm trying to get to sleep. Also, I've had family and friends visit me during the day and comment on the constant "yacking" of the dog across from me. I was at my wits end and it's clear that the management team is not interested in working with me to resolve these issues as both of these noise problems went unchecked Ontop of all of this, there was still the issue of the narrow driveway and more problematic, narrow garage, it was almost impossible for me to fit my car (which is wider than most cars) in the garage and still have access for removing packages. Needless to say, I am forced to part outside without cover. Rather than drag this out any further, investigate legal actions and/or use whatever tools are available to me to bring these conditions to the attention of otherpotential renters before they suffer the same misgivings, I gave a 15-day notice and left. The management never once offered to come by and do a final walk through before I left therefore have no legal right to state the apartment was left "unclean" for I can assure you it was not! In addition they never addressed the complaints I made about the fifthly conditions of the apartment upon move or the unbearable noise of the upstairs neighbors or the consent barking dogs.I will not pay for a service I did not get therefore I owe no further balance to the complex![redacted]

Business

Response:

We have attached a copy of the Leas Contract; which states that the lease term isfrom 6/1/14 TO 5/31/15[redacted] moved out on 10/27/14 - providing no notice of intent to vacateParagraph 3 states that we require at least a 60 day written notice of intentto move out. Furthermore, paragraph 36 states that the move-out notice does notrelease a tenant from liability for the full term of the lease.Attached you may find an addendum called "LEASE CONTRACT BUY-OUTAGREEMENT" which was signed by [redacted]. Paragraph 4(f) of the Buy Out Agreement states that she must pay $2750 toexercise her right to buy out of the lease contract early.Paragraph 4g) of the Buy Out Agreement states that she must pay the amount ofany concessions received when signing the Lease Contract. Paragraph 5 of the Buy Out Agreement states that there is a concession of $150in this lease agreementAll of the above constitutes the charge of $2900You may see a copy of the invoices for cleaning and carpet cleaning attached. We charged $50 for cleaning as an assessment of the charge and in considerationof the limited amount of time we have to process the Statement of Deposit Accounts(attached); however, the invoice will show you that we were charged $125instead. We charged $80 for carpet cleaning and the invoice attached will show you thatwe were billed the exact amount. We hope this information will suffice. Thank you.

Consumer

Response:

I am rejecting this response because:I am rejecting this response due to the fact that The Terraces Apartments is in breach of my contract per the following below. I placed a $350 deposit to secure a certain apartment in March it was the perfect location for my pet and park my late model car into the garage. Two weeks before my move-in date of June 1st they switched it and gave me an apartment in the very back of the complex. The assigned garage location of this apartment found it useless to park my late model car into and they made no effort to resolve this issue. Upon move-in I found this apartment filthy, dents in the door, walls/baseboards with multiple holes, all window screens were tore, both tubs were stained black and the hardware mixed/matched. I paid to live in a luxurious apartment complex and I have seen better in the “low-rent” districts. The management of this complex is the worst I have ever experienced. I sent complaints to them every week that I lived there regarding the unbearable noise of the upstairs neighbors and the excessivebarking dog across the courtyard. Absolutely nothing was done about. The noise would start at 6:00 am and not stop until midnight every single day - the entire time I lived there. It became unbearable! I did give them notice on October 16th, turned in the [redacted] on the 27th and left the apartment 100% cleaner than I found it. This gave them ample time to rent the apartment for the next month. In addition they kept both my deposits which equaled to $750.I do not owe this business any debt due to the fact they I did not get what I was paying for which was to live in their luxury apartment in peace and harmony.Sincerely,[redacted]

Review: I am having an issue with my apartment complex. I provide my 30 day notice and was told that per my lease I had to give a 60 day notice. In addition I would be charged a month to month rate instead of my usual rent. I began looking for a place to move to in 60 days. A couple of weeks after I was contaced by the leasing office to inform me that I owed $635.00 a month more than my normal rent because I was on a month to month basis now that I did not renew my lease. During this conversation the leasing agent informed me that I did not have to wait 60 days, I could have given a 30 day notice. I told her that the other leasing agent in that office told me I had to give a 60 day notice. She informed me that I was provided incorrect information and that I could leave after 30 days. As a result of the wrong information by the leasing office I lost out on an apartment that I had already put a holding deposit on. My move in date, due to being advised that I had to give a 60 day notice, was 12-15-14. Once I became aware that I did not have to wait 60 days I began looking elsewhere so that I didn't have to pay another extra $600.00 per month. I wrote a letter to the apartment complex, asking that the extra $600.00 be waived for the month in November and the complex said that they would not waive the $ 600.00. I only think it is fair that the complex waive the $ 600.00 because it was there error not mine. I would have been gone at the end of this month if they would have informed me correctly. My lease expired 9-30 and per the leasing agent, I had to stay and pay rent through 12-1-14. The truth is that I could have moved out the end of October had I been informed correctly. I have the letter that I wrote the complex as well as the email from the leasing agent which clearly shows that she told me I had to wait 60 days to move out not 30, if you need to see the letter and email.Desired Settlement: I would like for the complex to not charge me the extra $600.00 for the month of November. They are clearly in the wrong and provided me incorrect information which they now want to penalize me when it was the complex that gave me wrong information. This wrong information is potentially costing me $1200.00 and it is not fair nor is it good customer service.

Business

Response:

I am responding to the notice the office received on October 27, 2014. ID [redacted].

Ms. [redacted] signed a lease with The Terraces at Highland Reserve on September 30th, 2013 and the lease expires September 30th, 2014. On the front page of the lease it clearly states a 60 day written notice of termination is due to the office 60 days prior to the lease expiration. Ms. [redacted] signed and agreed to the terms of the lease. I have attached a copy of the lease for your viewing. I also send on lease renewal notices 70 days prior to the lease expiring reminding the residents to either renew the lease, go month-to-moth with an increased rate or give a written 60 day notice. This notice was sent to Ms. [redacted] on July 2, 2014 which I have also attached for your viewing. After the notice was sent we heard nothing from Ms. [redacted] in regards to her renewal or notice.

· On September 10, 2014 my office staff called Ms. [redacted] to find out if she had made a decision about her lease and there was no answer.

· September 17, 2014 Ms. [redacted] emailed the leasing agent [redacted] Cramsie I have attached the email chain between Ms. [redacted] and [redacted].

Ms. [redacted] gave her written notice on 10/12/2014 and since her lease is month-to-month she is only required to give a 30 day notice. Ms. [redacted] gave us a notice is writing that her apartment will be vacated by November 23, 2014.

Ms. [redacted] is rent responsible for October rent which is the month-to-month rate $2023 and November rent which is also the month-to-month rate but is pro-rated from November 1st-November 23rd at $1551. These amounts only include rent and cable. The residents are responsible for all their utilities here at The Terraces.

I am not authorized to waive or reduce any fees. Residents are responsible to comply with the legal binding contract they sign upon move in.

If you have any questions please feel free to contact me via email and I will reply promptly.

Kind Regards,

Consumer

Response:

I am writing to ask your help in a complaint I have against the Terraces at Highland Reserve/JRK Property Holdings, Roseville, CA. Attached is a chronology of email correspondence and other documents between my husband and myself and the above company. I'll call them "The Terraces" here. We wanted to rent a unit in Roseville, CA for two months to be near family and explored a number of properties, including "The Terraces." Our niece who lives in Roseville actually visited the property and thought it was the nicest of those we were considering. All went well initially between myself and Leasing Specialist [redacted]. We filled out an application for each of us ($85 total) and paid a holding deposit ($300). As the process continued and projected costs of living there mounted up, we decided at the 11th hour not to go forward with a lease for such a short period of time. The troubles that we experienced with this company are twofold. The first problem began when [redacted] prepared a document for us called the Deposit Rental Form. It had two errors: move-in date and the amount of the monthly rent. We did not sign it nor email it back. I asked her to correct it, she did and sent us a new form. We signed it and had it scanned by Office Depot. Office Depot then emailed it back to [redacted] with date and time indicated. There is a warning on the form that says you must respond within 48 hours if you wish to back out and have the holding deposit ($300) returned. Within 48 hours we did so through another email (attached). [redacted] claims the 48-hour deadline began when we received the very first document with the mistakes. We argued that it should begin when we emailed back the correct document with our signatures. In our view, that is when the clock should start ticking. The second problem began before we decided to back out. [redacted] wrote to say she could email the lease agreement to us but she needed my husband's email address (12/9/2014, 13:29) so that we could sign electronic leases. Less than 20 minutes later (12/9/2014, 13:48) she had emailed us each an electronic lease package and cautioned us that if we didn't sign it within 3 days they could retain any application fees, administrative fees or deposits we had submitted during the rental application process as damages. The letter went on to say that to proceed with the E-signature process, including review of the Lease Contract Documents and consumer disclosure, I was to click on a link. I clicked on it to read the 2-page "Consumer Disclosure" document. In it, it says under, "Your Choice: Paper or Electronic" that I was not required to sign documents....electronically and that if I preferred to use paper do not proceed with the process but rather close my web browser and contact the property owner to request paper copies. Which I did. But first I wrote [redacted] back (12/10/2014, 7:55) to say [redacted] and I had the same email address and that we preferred paper documents and to please forward them. We were still thinking this might work but we didn't trust E-signature as a way to sign a lease agreement. I emailed [redacted] (12/10/2014, 8:02) a few minutes later and asked if we should have it scanned and emailed back as we had done with other documents. No response from [redacted] to either email, most likely because we began then to have grave doubts about leasing with The Terraces and emailed shortly thereafter to [redacted] (12/10/2014, 8:40) to not bother, that we would not be signing a rental agreement and to please shred our financial documents that they had required (six months of bank statements and our 2013 tax return). I asked about the $300 deposit over the phone. Our position and their position is described earlier in this letter. We thought it was over, that we had lost the deposit. To our great shock, we received a document in the mail on Saturday, 12/13, stating that we had a lease agreement with The Terraces for 14 months, beginning on 1/5/2015 and ending on 03/3/2016. We can't begin to think what it means. Are they confusing us with someone else? Is it somebody's idea of a joke? How can they do this? We never signed a lease. There is no lease. Our attorney said to turn to you. Please investigate our complaint. We cannot be the only people out there who have been scammed by this company. Our greatest concern is the final document we received saying that we have a lease with them, and for 14 months! Sincerely, [redacted]

Consumer

Response:

I am rejecting this response because:in no way did the acknowledge that I was given incorrect information per the chain of email between me and [redacted] which is why I was over billed. In addition I received a final bill from them approximately 3 weeks ago which I planned on making a payment on and instead found out that this will affect my credit score and my rent history I would like the opportunity and am willing to pay what I owe but I wasn't given ample opportunity and disagree with them sending it to collections because of the negative impact this will have on me

Business

Response:

To whom it may concern: The MTM term is stated on the front page of the lease agreement, the 6th page of the lease and also on the lease renewal letters. The renewal letters are sent 60 days prior to you having to give a 60 day notice to the office. Lease renewal letters are a courtesy to remind the residents of their upcoming lease expiration by no means a requirement of the office. All resident files left owing The Terraces are sent to collections within 30 days. Since some time has passed with this file we can no longer collect the payments here at The Terraces. All payments will have to be rendered through [redacted] ###-###-####. If you have any further questions please feel free to contact me and I will be more than happy to assist you.Warm Regards, [redacted]

Consumer

Response:

I am rejecting this response because:what do I do as a lamine. Bottom line was that ur staff gave me wrong informafion. I have been. And have always been a rent paying vitamin. I am going now to my governor