The Verge

[redacted] Please see the response below We are unable to change how the cap is being billed, because we must stick to the lease and incentive documents.To outline the utility cap- a cap is money provided by the property to cover utility costsAnything above and beyond the cap is the resident’s responsibility.You are a provided a $cap (credit) off your utility charge prior to it being billed to her account by our utility billing service ( [redacted] ).In addition, because of the additional incentive agreement, The Verge manager has placed an additional $cap (credit) on your account to cover additional costEvery resident receives a $cap within their lease By signing an incentive agreement for an additional $cap, it would not be an incentive to charge you an additional $on top of the $25, which would be the case in the way you were explaining “the cap”We are honoring the agreements, and providing the utility caps outlined in the documentsSincerely, Jose R [redacted] General ManagerThe VergeWillett Dr.Laramie WY,

Complaint: [redacted] I am rejecting this response because: When I signed this agreement Nathaniel C [redacted] was the Sales manager from the GroveHe explained to me that the cap was the maximum we would have to payHe told us it was because the utility bills where outrageously high and was an incentive to be competitive with other apartmentsNow that the has taken ownership of the property they have halfway through the annual lease redefined cap as the cap they would have to payI have contacted them several times and have politely asked them to honor the addendum in the paper workWe do not have the budget for their extremely high electrical bills being that we are students on a fixed incomeShe said she would not let us out of our lease and basically inferred that it was to bad if we could not afford the new rateWe contacted the sales manager that was working when we signed it and he confirmed it was to mitigate the cost of high utility bills and he told us it was intended to be a Maximum amount We have met with many tenants of this apartment complex and they have also signed a lease with the same understandingI really don't want to have to go to the University Legal team and get this apartment complex blacklisted and have them review the contract but according to the regional supervisor of the Verge that is what it might takeI wish though we could come up with an amicable solutionIf the want to keep their stance on the utility bill and will let us out of the lease we will move out immediately to find a more financially affordable accommodationIf they would also like to honor the addendum and cap our utility bills then we would be happy to finish our last year in Laramie in these apartments We have lived in these apartments for three yearsWe have never missed a payment, we usually pay 3-months in advance with our student aidWe have never given them any reason to treat us so disrespectfulI hope the can see that and work with us Or just allow us to move out so we can find something we can affordWebster definition of cap is an upper limit (as on expenditures) Regards, [redacted] ***

from: Rebecca S*** to: [email protected]: Benjamin M*** ,*** *** date: Tue, Aug 25, at 11:AMsubject: Revdex.com Complaint ID *** (***)Dear *** ***,This is our position on Mr
*** complaint:*** *** has lived at the Verge (formally The Grove) since 9/10/ He has also renewed his lease to live with us after his first year here Complaints or issues were always handled in a professional manner as is attested to the fact he renewed his lease to stay for another year We have never been dismissive and would handle his input about the property professionally as we would any resident However, Mr*** has had some issues on the property with his attitude making it very hard to speak with him in a professional manner.Due to many incidents where he has made staff uncomfortable with his actions and words towards them, residents and prospects, *** *** is no longer allowed to attend any events hosted by The Verge, and use any of the amenities, including the clubhouseExceptions for use of clubhouse for business purposes (rent, packages, meetings with management) are listed in the attached letter that was given to Mr***He refused to sign document acknowledging receipt of the letter from Management regarding thisVictoria P*** and RJ *** were witnesses to the physical handing of the letter These amenities are just that, amenities and a privilege to use They are not paid for by Mr***, as such, we would not give a discount on rent He had been asked numerous times before this action to please address all staff, residents, and prospects with respect.When we asked Mr*** recently if he would like to move to a different apartment to be roommate matched completely, he was outright rude to the Leasing Manager Victoria P*** and stated he has had issues with people in Laramie and did not want to live with anyone We are a student housing community that rents per bedroom so we could not accommodate his request for this We did also let him know he could stay in his current apartment but would not be matched as well with the roommates that may come in to live with us at The Verge. As to the issues with internet, network security, or any other issues he may have with our services, he has always been very welcome to speak with our company that is contracted to handle any resident issues, Pavlov Media We have even put the phone number and web address on every apartment door to let them know we have upgraded internet and cable and to call with any issues.Rent is always due on the first with us and we have MANY options to pay rent He can bring a check or money order to the office (no charge), he can pay online with an eCheck (no charge) or he can pay online using a debit or credit card (processing fee for this) This provides all residents with an easy way to pay rent If there are any questions about that, he can always call the office to speak with a manager.To summarize, we have taken care of Mr*** as best as we can give his attitude and inappropriate remarks to our staff We will not give a rent concession for his apartment and we hope he has a great stay with us from now!Please let me know if you need anything additional!Sincerely,Rebecca S*General ManagerThe Verge (formerly The Grove) | Willett Drive | Laramie, WY 82072P | F 307.742.9477W rs***@achliving.com | www.livethevergeapts.com

*** *** *** *** *** *** ***
*** *** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** ***
This matter has already been resolved, the tenants were
transfer without having to pay a transfer fee. Thanks Jose R***

*** *** *** *** *** *** ***
*** *** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** *** ***
This matter has already been resolved, the
tenants were transfer without having to pay a transfer fee. Thanks Jose R***

So we are in an understanding.My 'actions' against the staff ? Means getting frustrated at bad service and lack of communication and becoming irrate on two occasions.What do 'actions against the resident mean' please be as verbose as possible I really want it on record what you feel I have doneI really really do.What position do you hold rebecca s*** ?It seems kind of strange I mention being trapped inside my own home because I can't even look out the windows without someone complaining, and Tori hands me that letter.***

from: Rebecca S[redacted] <[redacted]@achliving.com>to: [email protected]: Benjamin M[redacted] <[redacted]@achliving.com>,[redacted]...

<[redacted]@achliving.com>date: Tue, Aug 25, 2015 at 11:42 AMsubject: Revdex.com Complaint ID [redacted])Dear [redacted],This is our position on Mr. [redacted] complaint:[redacted] has lived at the Verge (formally The Grove) since 9/10/2014.  He has also renewed his lease to live with us after his first year here.  Complaints or issues were always handled in a professional manner as is attested to the fact he renewed his lease to stay for another year.  We have never been dismissive and would handle his input about the property professionally as we would any resident.  However, Mr. [redacted] has had some issues on the property with his attitude making it very hard to speak with him in a professional manner.Due to many incidents where he has made staff uncomfortable with his actions and words towards them, residents and prospects, [redacted] is no longer allowed to attend any events hosted by The Verge, and use any of the amenities, including the clubhouse. Exceptions for use of clubhouse for business purposes (rent, packages, meetings with management) are listed in the attached letter that was given to Mr. [redacted]. He refused to sign document acknowledging receipt of the letter from Management regarding this. Victoria P[redacted] and RJ [redacted] were witnesses to the physical handing of the letter.  These amenities are just that, amenities and a privilege to use.  They are not paid for by Mr. [redacted], as such, we would not give a discount on rent.  He had been asked numerous times before this action to please address all staff, residents, and prospects with respect.When we asked Mr. [redacted] recently if he would like to move to a different apartment to be roommate matched completely, he was outright rude to the Leasing Manager Victoria P[redacted] and stated he has had issues with people in Laramie and did not want to live with anyone.  We are a student housing community that rents per bedroom so we could not accommodate his request for this.  We did also let him know he could stay in his current apartment but would not be matched as well with the roommates that may come in to live with us at The Verge. As to the issues with internet, network security, or any other issues he may have with our services, he has always been very welcome to speak with our company that is contracted to handle any resident issues, Pavlov Media.  We have even put the phone number and web address on every apartment door to let them know we have upgraded internet and cable and to call with any issues.Rent is always due on the first with us and we have MANY options to pay rent.  He can bring a check or money order to the office (no charge), he can pay online with an eCheck (no charge) or he can pay online using a debit or credit card (processing fee for this).  This provides all residents with an easy way to pay rent.  If there are any questions about that, he can always call the office to speak with a manager.To summarize, we have taken care of Mr. [redacted] as best as we can give his attitude and inappropriate remarks to our staff.  We will not give a rent concession for his apartment and we hope he has a great stay with us from now!Please let me know if you need anything additional!Sincerely,Rebecca S[redacted]General ManagerThe Verge (formerly The Grove) | 3534 Willett Drive | Laramie, WY 82072P  307.742.9472 | F  307.742.9477W  rs[redacted]@achliving.com | www.livethevergeapts.com

[redacted]
Please see the response below We are unable to change how the cap is being billed, because we must stick to the lease and...

incentive documents.To outline the utility cap- a cap is money provided by the property to cover utility costs. Anything above and beyond the cap is the resident’s responsibility.You are a provided a $25 cap (credit) off your utility charge prior to it being billed to her account by our utility billing service ([redacted]).In addition, because of the additional incentive agreement, The Verge manager has placed an additional $20 cap (credit) on your account to cover additional cost. Every resident receives a $25 cap within their lease.  By signing an incentive agreement for an additional $20 cap, it would not be an incentive to charge you an additional $20 on top of the $25, which would be the case in the way you were explaining “the cap”. We are honoring the agreements, and providing the utility caps outlined in the documents. Sincerely, Jose R[redacted]General ManagerThe Verge3534 Willett Dr.Laramie WY, 82072

Complaint: [redacted]
I am rejecting this response because:The 'professional' manner in which the staff acted was often dismissive.The verge, formerly the grove, has frequent communication issues amongst its staff.Frequently I have stated that the grounds are disgustingly dirty,  there seems to be no enforcement of the animal wastes issues except during leasing season, lately there have been two overflowing dumpsters with the grounds around them littered with broken glass and simply litter.  The apartment they wished to move me to was directly above these.  The offer to move me was communicated last second and I was pressured into making a decision last second.  My complaints and frustrations notwithstanding, I additionally got locked out of my own house in the early morning after a long night of work, since no member of the staff gave me any notice of the fact that my doorkey (which is electronic) would automatically deactivate on the day my lease renewed, even though I had, also, been pestered into renewing MONTHS ahead of time (almost half a year in advance).My frustration was barely vented the majority of the time, given these are persistent issues which never seem to be resolved.So far as being banned from the ammenities, they consist as follows:A. Access to a clubB. Printing, which is good when there is paper or the printer is working.     1. When it is not there is a security question as tenants are allowed to print from company computers.C.  Access to a pool.D. Access to Gym.E.  Access to a Clubhouse events.F. Free coffee.G. Access to FirepitFirstly, these things are included in the price of my rent.Secondly, three of them have been barely available most of the year: The printing, the pool, and the coffee which frequently breaks.It amuses me that being expected to do your job, which Tori frequently does not with her rather dismissive and sometimes pressuring attitude, makes them uncomfortable.Regardless,  if they are not granting me use of ammenities,  my desired resolution is that they shave $100 per month off my current rent for the remainder of my stay here, pro-rated for the time from which the letter itself was issued PER MONTH.Meaning that, instead of $509.00 per month,  I will pay $409.00/month for the inconvenience.This offer seems more than fair since more than likely if their 'amenities' of the coffee bistro was working more than 1/2 of the time , that would account for $45.00 a month in expenses easily. Personally given the quality of service, broken glass hazards and noisy neighbors I had to endure much of my stay here, I would say $150.00/month discount would be more reasonable, or a move to a 2-bedroom shared unit at the same rate of $509.00. Please tell me their reply.
Regards,
[redacted]

[redacted]
Please see the response below We are unable to change how the cap is being billed, because we must stick to the lease and incentive documents.To...

outline the utility cap- a cap is money provided by the property to cover utility costs. Anything above and beyond the cap is the resident’s responsibility.You are a provided a $25 cap (credit) off your utility charge prior to it being billed to her account by our utility billing service ([redacted]).In addition, because of the additional incentive agreement, The Verge manager has placed an additional $20 cap (credit) on your account to cover additional cost. Every resident receives a $25 cap within their lease.  By signing an incentive agreement for an additional $20 cap, it would not be an incentive to charge you an additional $20 on top of the $25, which would be the case in the way you were explaining “the cap”. We are honoring the agreements, and providing the utility caps outlined in the documents. Sincerely, Jose R[redacted]General ManagerThe Verge3534 Willett Dr.Laramie WY, 82072

My experience at the verge has been varied. But mostly negative.
In my time living there, I have been matched with individuals of the most personally harassing nature.

Fires have been seen roaring well above the safety level in their campfire pit, which I have had to report lest the whole building complex fall down.

Broken glass has littered the grounds frequently.

One winter someone even urinated on my car.

The walls are paper thin. You can hear the smallest whispers from outside as if its right next to you.

The staff overall is rude, and they make constant mistakes with accounting regarding your bill. If you pay in advance, and are even a few days late during the next cycle, they place eviction notices on your door.

The mailboxes are shared.

The internet is frequently down.

They do not respond to valid complaints regarding their networking closets being left open.

I'm pretty certain the television service they provide is pirated as well given I saw the same news reports on multiple days months apart.

When I first got there, it looked like a nice place to live. That's because they cleaned it up during their heavy sales period, afterwards dog droppings were everywhere because they fired their porter.

They discriminate against individuals based on their background.

My first year there, my rest was disturbed by someone wandering around blowing an airhorn off in the middle of the night.

It is also situated on a high hill, so when it snows there, getting up the road to the apartment is difficult. It took me several tries and a few hours to wait till the snow cleared.

The trash bins are constantly overflowing. The furniture is crap or was up until I was oddly enough moving out.

On the upside they come into your apartments without permission at points to do maintenance, other times they give you notice, it just varies dependent on their mood.

If you're hoping for an electric bill which is affordable, think again. Over the winter I have seen bills as high as 262.00 for a two month period, with 2 roommates. If they don't place people in the house with you, you pay what would be the shared electric bill for all units which are being simultaneously heated, as their is no individual climate control.

You can hear everything your roommates do. The kitchen space is not accommodating for storage for a multi dwelling unit, neither is the refrigerator space. The 'personal space' they extol on their website, amounts to a tiny room with a big closet.

The bathrooms stink up your room, and smells emanate throughout the entire apartment.

The fire alarm is hypersensitive to cooking.

I have endured more weird experiences in this place, given the student body inhabiting the place was highly obnoxious and nosy.

Additionally, upon posting negative reviews to this site, and daring to complain about the bad cost to quality ratio, I had many of my privileges revoked.

Additionally, the won't let you move out until you have a forwarding address. Their key system autolocked me out one day even though I had renewed my lease, forcing me to wait around for 3 hours after getting home from my night job.

The amenities are not worth the additional cost, the only saving quality of the apartments was the washer and dryer unit on site.

You'd be better off arranging long term stay at one of the monthly rated motels in the area, its comparable in expense, you don't get hit with a huge variable expense related to electric heating and cooling, the deposit is lower, there are no credit checks, and you have more personal space. One of the very things the apartment complex rates as being its number one seller, which is a joke.

Complaint: [redacted]
I am rejecting this response because:When I signed this agreement Nathaniel C[redacted] was the Sales manager from the Grove. He explained to me that the cap was the maximum we would have to pay. He told us it was because the utility bills where outrageously high and was an incentive to be competitive with other apartments. Now that the has taken ownership of the property they have halfway through the annual lease redefined cap as the cap they would have to pay. I have contacted them several times and have politely asked them to honor the addendum in the paper work. We do not have the budget for their extremely high electrical bills being that we are students on a fixed income. She said she would not let us out of our lease and basically inferred that it was to bad if we could not afford the new rate.We contacted the sales manager that was working when we signed it and he confirmed it was to mitigate the cost of high utility bills and he told us it was intended to be a Maximum amount. We have met with many tenants of this apartment complex and they have also signed a lease with the same understanding. I really don't want to have to go to the University Legal team and get this apartment complex blacklisted and have them review the contract but according to the regional supervisor of the Verge that is what it might take. I wish though we could come up with an amicable solution. If the want to keep their stance on the utility bill and will let us out of the lease we will move out immediately to find a more financially affordable accommodation. If they would also like to honor the addendum and cap our utility bills then we would be happy to finish our last year in Laramie in these apartments.  We have lived in these apartments for three years. We have never missed a payment, we usually pay 3-6 months in advance with our student aid. We have never given them any reason to treat us so disrespectful. I hope the can see that and work with us.  Or just allow us to move out so we can find something we can afford.Webster definition of cap is an upper limit (as on expenditures)
Regards,
[redacted]

We appreciate the response from the resident, however, the letter and the amenity restrictions do still apply.  Since amenities are just that, amenities, they are NOT included in rent.  As is stated in the resident's lease: "During the Term, Landlord does hereby lease unto Tenant and Tenant hereby leases from Landlord a bedroom/bathroom suite (Suite) in an apartment (Apartment) in the apartment community...".  This is all that the resident's rent pays for.  I cannot reduce rent because of this reason.  Also, I will not allow the resident to use the amenities because of his actions towards the staff, prospects and residents.  It is unacceptable and after repeated conversations, he persisted to make people uncomfortable.In response to his complaints of the property, we do have a porter on staff to take care of any issues on the grounds, the compactor has been fixed so trash is not in roll off dumpsters, and he did not move to the unit next to the trash compactor.  The resident is in his original apartment and if he has any additional issues, he can email or call me specifically in the office.Thank you for your time and have a great day.Sincerely,Rebecca S[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I signed this agreement Nathaniel C[redacted] was the Sales manager from the Grove. He explained to me that the cap was the maximum we would have to pay. He told us it was because the utility bills where outrageously high and was an incentive to be competitive with other apartments. Now that the has taken ownership of the property they have halfway through the annual lease redefined cap as the cap they would have to pay. I have contacted them several times and have politely asked them to honor the addendum in the paper work. We do not have the budget for their extremely high electrical bills being that we are students on a fixed income. She said she would not let us out of our lease and basically inferred that it was to bad if we could not afford the new rate.
We contacted the sales manager that was working when we signed it and he confirmed it was to mitigate the cost of high utility bills and he told us it was intended to be a Maximum amount.
We have met with many tenants of this apartment complex and they have also signed a lease with the same understanding. I really don't want to have to go to the University Legal team and get this apartment complex blacklisted and have them review the contract but according to the regional supervisor of the Verge that is what it might take. I wish though we could come up with an amicable solution. If the want to keep their stance on the utility bill and will let us out of the lease we will move out immediately to find a more financially affordable accommodation. If they would also like to honor the addendum and cap our utility bills then we would be happy to finish our last year in Laramie in these apartments.  
We have lived in these apartments for three years. We have never missed a payment, we usually pay 3-6 months in advance with our student aid. We have never given them any reason to treat us so disrespectful. I hope the can see that and work with us.  Or just allow us to move out so we can find something we can afford.
Webster definition of cap is an upper limit (as on expenditures)
Regards,
[redacted]