The Village Rexburg - Conduit One, LLC

First of all let me extend my gratitude for the complaint letter that I received this morningI look at this as an opportunity to clear up any misgivings or lack of communication on behalf of The Village and our tenants both past and presentWe have a standard here at The Village and strive to meet or even exceed expectations on all levelsWe also have processes that we follow and work our hardest to maintain through everything we doIn the case of [redacted] and [redacted] I have attached a copy of the bank verification as well as a screen shot of the electronic check from our accounting systemWe did and have done everything on our end to get them their checkWhen a tenant moves out we: Execute a walk through inspection for cleanliness and any damage We collect any and all keys to the apartment We go over the disposition letter and deposit refund process with the tenants We go over any charges and/ or fees for complete transparency purposes Obtain a forwarding address to send their check toNow, in this case, as all others, we obtained the forwarding address, and then created a disposition letter then forwarded the information to our headquarters and accounting department in Seattle, WAOnce we send that over to them, the check is then created in our system (as seen in the screen shot) and the monies transferred electronically to US BankThe check is then mailed out to the address that was provided to us by the tenantWe have no control over thisThe delivery is then in the hands of the United States Postal ServiceWhen the [redacted] had contacted us, we called our corporate office and we asked our local Postmaster and they were not sure why it wasn’t delivered but would ask the delivery person responsible for that routeI do believe that we had done our due diligence up to that pointWe heard again from [redacted] and we said we would again check with accountingThe check had not cleared and we asked to re-issue a new oneOur accounting office checked their records, verified with the bank and confirmed that there was indeed a check issuedI then had my leasing specialist, [redacted] , contact [redacted] and she then re-verified his address and assured him that we had the confirmation from the bank, our accounting department and that we had also checked with the postal service on their behalfThe last time I spoke with [redacted] I asked him if he would be open to having the check delivered to our office and that I would deliver it personally to themWe had to put a stop payment on that check and wait the appropriate time period to be able to issue another check from our financial institutionAll-in-all, we’ve followed the all our procedures and as for the things outside of our control – they’re just that, outside of our control Rest assured that I will not rest until the [redacted] have their check in handAs for apologizing – we all have, profusely, each and every time we’ve have communicated with them, and will continue to do so until this matter is settledPlease feel free to contact me with any questions and/ or concerns you may have regarding this matterCordially, [redacted] ***|Property Manager

First of all let me extend my gratitude for the complaint letter that I received this morning. I look at this as an opportunity to clear up any misgivings or lack of communication on behalf of The Village and our tenants both past and present. We have a standard here at The Village and strive to...

meet or even exceed expectations on all levels. We also have processes that we follow and work our hardest to maintain through everything we do. In the case of [redacted] and [redacted] I have attached a copy of the bank verification as well as a screen shot of the electronic check from our accounting system. We did and have done everything on our end to get them their check. When a tenant moves out we:1.       Execute a walk through inspection for cleanliness and any damage.2.       We collect any and all keys to the apartment.3.       We go over the disposition letter and deposit refund process with the tenants.4.       We go over any charges and/ or fees for complete transparency purposes.5.       Obtain a forwarding address to send their check to. Now, in this case, as all others, we obtained the forwarding address, and then created a disposition letter then forwarded the information to our headquarters and accounting department in Seattle, WA. Once we send that over to them, the check is then created in our system (as seen in the screen shot) and the monies transferred electronically to US Bank. The check is then mailed out to the address that was provided to us by the tenant. We have no control over this. The delivery is then in the hands of the United States Postal Service. When the [redacted] had contacted us, we called our corporate office and we asked our local Postmaster and they were not sure why it wasn’t delivered but would ask the delivery person responsible for that route. I do believe that we had done our due diligence up to that point. We heard again from [redacted] and we said we would again check with accounting. The check had not cleared and we asked to re-issue a new one. Our accounting office checked their records, verified with the bank and confirmed that there was indeed a check issued. I then had my leasing specialist, [redacted], contact [redacted] and she then re-verified his address and assured him that we had the confirmation from the bank, our accounting department and that we had also checked with the postal service on their behalf. The last time I spoke with [redacted] I asked him if he would be open to having the check delivered to our office and that I would deliver it personally to them. We had to put a stop payment on that check and wait the appropriate time period to be able to issue another check from our financial institution. All-in-all, we’ve followed the all our procedures  and as for the things outside of our control – they’re just that, outside of our control.   Rest assured that I will not rest until the [redacted] have their check in hand. As for apologizing – we all have, profusely, each and every time we’ve have communicated with them, and will continue to do so until this matter is settled. Please feel free to contact me with any questions and/ or concerns you may have regarding this matter. Cordially, [redacted]|Property Manager