The Village at Sun Valley

Policy here is that we do not accept partial payments unless arrangements are made prior to the first of the monthResidents must pay in full on or before the firstLate fee's start on the 4th of the month at $per dayIf resident pays short $we can not accept, we send a notice of Unacceptable partial paymentIf the amount is not paid by allotted time on notice a 5day for Non payment is sent to resident and payment is certify mailed back to themThis has been our policy for quite some time with management and has been communicated to resident in this complaintResident in this complaint has a late payment history and has given management a hard time in collecting the rent per the lease agreementManagement has gone out of their way to spend many hours reviewing account ledger with resident and explaining balances many times since she has been a residentManagement has always been professional and has continued to keep a professional tone in the officeManager has not raised there voice at any time with residentManager has had to ask resident to either calm down and communicate politely in the office or she will need to come back when she canResident has shown disrespectful manner in office to staff and management several times in cases where she wanted to dispute account balancesAt this time, we are unaware of any maintenance issues in this unit and will seek immediate remedy to any issues the resident would like to addressA service request will be placed with maintenance for these items listed in the complaintManagement will not be reducing any late fees or rent that the resident owesThe balance will remain charges as per the lease agreementManagement has been speaking with the residents husband in regards to this balance and looks forward to getting this issue resolvedManagement will continue to be professional and keep all communication for this resident documentedOur policy is to hang notices on doors as we send multiple notices out to many residentsManagement will take note of the request resident is asking for in mailing notices instead of hanging on the doorResident has received a 5day Non payment notice and this will be satisfied once payment is paid in fullHusband has stated if we gave them until Friday they would pay in full the remaining balanceIf not received by 11/13/the checks received will be certified mailed back to resident until payment is paid in full

Policy here is that we do not accept partial payments unless arrangements are made prior to the first of the month. Residents must pay in full on or before the first. Late fee's start on the 4th of the month at $5 per day. If resident pays short $100.00 we can not accept, we send a notice of...

Unacceptable partial payment. If the amount is not paid by allotted time on notice a 5day for Non payment is sent to resident and payment is certify mailed back to them. This has been our policy for quite some time with management and has been communicated to resident in this complaint. Resident in this complaint has a late payment history and has given management a hard time in collecting the rent per the lease agreement. Management has gone out of their way to spend many hours reviewing account ledger with resident and explaining balances many times since she has been a resident. Management has always been professional and has continued to keep a professional tone in the office. Manager has not raised there voice at any time with resident. Manager has had to ask resident to either calm down and communicate politely in the office or she will need to come back when she can. Resident has shown disrespectful manner in office to staff and management several times in cases where she wanted to dispute account balances. At this time, we are unaware of any maintenance issues in this unit and will seek immediate remedy to any issues the resident would like to address. A service request will be placed with maintenance for these items listed in the complaint. Management will not be reducing any late fees or rent that the resident owes. The balance will remain charges as per the lease agreement. Management has been speaking with the residents husband in regards to this balance and looks forward to getting this issue resolved. Management will continue to be professional and keep all communication for this resident documented. Our policy is to hang notices on doors as we send multiple notices out to many residents. Management will take note of the request resident is asking for in mailing notices instead of hanging on the door. Resident has received a 5day Non payment notice and this will be satisfied once payment is paid in full. Husband has stated if we gave them until Friday they would pay in full the remaining balance. If not received by 11/13/2015 the checks received will be certified mailed back to resident until payment is paid in full.

In response to the first comment regarding poor customer service and initial paperwork to qualify at his community, this property is required to follow the [redacted] guidelines set forth by the IRS for Affordable Housing. The office attempted to qualify the resident as quickly as possible, however;...

the move in approval was slightly delayed due to verification of employment which had to occur after [redacted] started her job on January 6th. It appears that this approval was in line with our guidelines.  The goal is to complete the application process within 10 days. 
On March 1st customer [redacted] came to the office with another resident shortly after the office closed at 4:00 p.m. The employee that greeted [redacted] at the door ([redacted]) opened the door that was already locked to let [redacted] know that she would need to return on Monday to apply for a Promise to Pay Agreement for the rent. [redacted] had already clocked out and was on her way to a personal appointment. The Village at Sun Valley Saturday office hours (11:00 a.m. to 4:00 p.m.) remains the same as they have been for the last fourteen months. These hours are advertised on the door, in our advertisements and on the answering service.  Although it would have been preferable if possible to address this concern with the resident on Saturday, the hourly employees normally do not work beyond their shift and are not required to do so. 
As noted in the customer’s statement, The Village at Sun Valley office is very busy on the first of the month with 276 apartments and only four employees. It is very difficult to speak with the manager or get through on the Monday following the rental due date as several other residents are either paying rent or  have a similar request for payment arrangements. 
The second phone encounter with [redacted], a Leasing employee in the office on Tuesday, 3/3/14, unfortunately did not result in a satisfactory solution for making arrangements for signing the Promise to Pay Agreement even though the employee attempted to handle the complaint.  [redacted] intended to give the manager the message from [redacted], unfortunately this request was never communicated to the manager. Given the opportunity the Manager, [redacted] would have handled this request immediately.  We have never encountered any complaints regarding [redacted]’s customer service, however; [redacted] had never had a resident that could not come in during business hours to make payment arrangements and thought the residents had to come into the office.  
Fortunately when [redacted] spoke with [redacted] on 3/4/14, she spoke with [redacted] and asked if there was any way this could be handled without coming into the office.  Special arrangements were made for [redacted] to have the Promise to Pay Form sent by e-mail and returned in the night drop along with the payment. 
Prior to receiving this notice from the Revdex.com, [redacted], the Asset Manager contacted [redacted] and listened to her recent customer service experience. [redacted] expressed that she would discuss this with [redacted] upon her return from vacation on March 11th. Although we are very apologetic regarding the amount of time and frustration [redacted] encountered in making arrangements to pay her rent, we are not able to make a monetary concession for this inconvenience nor are we able to release her from the lease obligation.  Our sincere apologies go out to this resident and we will do our very best to make sure that her experience while living at The Village at Sun Valley is the best that we can provide.

In response to the first comment regarding poor customer service and initial paperwork to qualify at his community, this property is required to follow the [redacted] guidelines set forth by the IRS for Affordable Housing. The office attempted to qualify the resident as quickly as possible, however;...

the move in approval was slightly delayed due to verification of employment which had to occur after [redacted] started her job on January 6th. It appears that this approval was in line with our guidelines.  The goal is to complete the application process within 10 days. 

On March 1st customer [redacted] came to the office with another resident shortly after the office closed at 4:00 p.m. The employee that greeted [redacted] at the door ([redacted]) opened the door that was already locked to let [redacted] know that she would need to return on Monday to apply for a Promise to Pay Agreement for the rent. [redacted] had already clocked out and was on her way to a personal appointment. The Village at Sun Valley Saturday office hours (11:00 a.m. to 4:00 p.m.) remains the same as they have been for the last fourteen months. These hours are advertised on the door, in our advertisements and on the answering service.  Although it would have been preferable if possible to address this concern with the resident on Saturday, the hourly employees normally do not work beyond their shift and are not required to do so. 

As noted in the customer’s statement, The Village at Sun Valley office is very busy on the first of the month with 276 apartments and only four employees. It is very difficult to speak with the manager or get through on the Monday following the rental due date as several other residents are either paying rent or  have a similar request for payment arrangements. 

The second phone encounter with [redacted], a Leasing employee in the office on Tuesday, 3/3/14, unfortunately did not result in a satisfactory solution for making arrangements for signing the Promise to Pay Agreement even though the employee attempted to handle the complaint.  [redacted] intended to give the manager the message from [redacted], unfortunately this request was never communicated to the manager. Given the opportunity the Manager, [redacted] would have handled this request immediately.  We have never encountered any complaints regarding [redacted]’s customer service, however; [redacted] had never had a resident that could not come in during business hours to make payment arrangements and thought the residents had to come into the office.  

Fortunately when [redacted] spoke with [redacted] on 3/4/14, she spoke with [redacted] and asked if there was any way this could be handled without coming into the office.  Special arrangements were made for [redacted] to have the Promise to Pay Form sent by e-mail and returned in the night drop along with the payment. 

Prior to receiving this notice from the Revdex.com, [redacted], the Asset Manager contacted [redacted] and listened to her recent customer service experience. [redacted] expressed that she would discuss this with [redacted] upon her return from vacation on March 11th. Although we are very apologetic regarding the amount of time and frustration [redacted] encountered in making arrangements to pay her rent, we are not able to make a monetary concession for this inconvenience nor are we able to release her from the lease obligation.  Our sincere apologies go out to this resident and we will do our very best to make sure that her experience while living at The Village at Sun Valley is the best that we can provide.