Thrive Communities Inc

To Whom It May Concern: First, we'd like to apologize for any confusion and frustration that may have come as a result of Ms***'s concern. We have no intention of withholding any funds from her. I would like to apologize for not directly calling Ms***. Kari A***
directed the matter to me as I have direct responsibility for this community and in no way was intended to be a way of disregarding the importance of the issue. I've had an opportunity to review her ledger, which I'm happy to provide a copy of to her, that indicates that a payment was issued in the amount of $1,by Ms*** on February 1st, 2017, and then again a payment was initiated in the same amount by Ms*** on the next day, February 2nd, 2017. No additional charge was ever applied to Ms***'s account on our part. As all of us are human, we understand that mistakes can occur. In this case it appears as if Ms*** mistakenly issued a second rent payment and that we had an internal delay on how to deal with a double payment as that is not a transaction that happens frequently. We are sensitive to the fact that Ms*** is a student and once again apologize for the timing in the return and any delay in the process that may have occurred and will work to improve our internal processes should this sort of issue happen again. I will ask that a copy of the check be provided to me by our accounting group today and will send directly to Ms*** as well as confirm that the physical check is in transit to her. We hope that the matter is resolved with Ms*** receiving her funds by the close of the week. If she is willing to provide us with a copy of a bank statement indicating any fees she incurred as a result of non sufficient funds we'd like to provide her with an account credit for those fees. As indicated in my note to Ms*** yesterday, please feel free to directly contact me with any questions. Regards, Matt S*Regional DirectorThriveD: 206.465.6744***@thrivecommunities.com

I will be contacting you today to re-issue you a check, which we will hold at our home office for your pickupUnfortunately due to the condition of the home upon move out, we are unable to issue full deposit refund

I spoke to our resident in regards to the missed appointmentUnfortunately, I wasn't notified of the appointmentThis was lost in a mis communication on our part while we had additional assistance while being short staffedWe're very sorry for the frustration that this
caused him. I have since spoken to the resident and we have were able to discuss the delay with the renewal lettersAlso, we discussed the option to transfer into a new home when his lease expiresI'm happy to report that we have resolved this matter and look forward to working with this resident more in the future

Hi, I am writing in regards to Complaint ID *** The complaint has been resolved since last communication with business Thanks for your help with this matter Best, *** ***

Complaint: [redacted]I am rejecting this response because:
I still have not received payment (9/2/2016) and I have retrieved mail left at the nearest post office to the previous address— nothing present from Viridian or Thrive. Since so much time passed with no concrete record of this being sent provided to me or a move-out inventory checklist, unless I am returned my full deposit I will be pursuing this in small claims court for the full amount. If Thrive sought to be paid for the amounts that are listed in the attachment, an inventory checklist needed to be provided to me at move-out. I dispute that this was ever sent.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and the refund is still pending. Please keep the case open until the refund has been received.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

This has been resolved with the resident.  We honored the notice he gave on January 8th.  Unfortunately he had emailed an employee that was no longer with us, but we have since received the email and spoken to him.  We apologize for the error and have turned off that old employees...

emails so this does not continue to happen.

This was documented by previous management, and agreed to be repaired upon move out. Tenant has submitted notice to move out 3/31/16 at which point the mirror will be repaired. Mirror is not tenant property, and no such compensation will be issued.
 
Confirmation of previous management...

fault:
From: Jennifer A[redacted] [mailto:[redacted]] Sent: Tuesday, February 23, 2016 9:11 AMTo: [redacted]Subject: [redacted] #** Move Out
Hi [redacted],
Wanted to touch base with you about the damaged bathroom vanity cabinet/mirror in apartment number #** and verify that this was damaged during maintenance work replacing her bathroom light fixture, back around August or September 2015.  This was after [redacted] had moved on.  I received a call and text for our maintenance team member last night on the subject.  It should be cosmetic damage, along the side of the mirror and the corner piece.  It broke when the cabinet/mirror was removed in order to replace the light fixture.  We opted not to replace the cabinet/mirror at that time.  However, [redacted] had nothing to do with the damage so she shouldn’t be charged for it.  Let me know if you would like to discuss on the phone or need further information.
Thanks,
Jennifer

Hi [redacted],
 
It appears your original refund was sent within the required 14 day timeframe. Once it is sent out, we are released from liability of your deposit. Since you did not receive that, we have issued a new check per your request on 8/18/16 under check # 1141 and sent...

it to the address you provided. If you have not received this check, please let us know and we will happily re-issue it. We have alternative methods for delivery if there is an issue with the mail system at your address. If you wish to collect the check from our home office, we are happy to coordinate that.
 
Sincerely,
Alex M[redacted]
Regional Manager
Viridian Apartments.

Complaint: [redacted]
I am rejecting this response because:I am disappointed that instead of addressing my concerns of 1) being lied to, and 2) why it has taken over two weeks to issue a check for an electronic payment, I am being blamed for this error.I have email receipts from the online portal showing two payments made the same day at the exact same time, obviously indicating computer system error instead of human error. I would like to see the ledger that indicates I made two separate rent payments on two different days. I have made rent payments online for three years and have never once made that error. Furthermore, even if I were to make that mistake, it is my money and should be returned to me immediately.I appreciate that you will reach out to me once that check has been issued, however, I have been told that I will receive a check multiple times. My issue here is that I was told it was issued on February 9th. Clearly it was not issued and still has not been issued, so why was I lied to?I will mark this issue resolved once I receive the check.
Sincerely,
[redacted]

Refund is being issued to complaint issuer. My apologies for the misunderstanding.

Complaint: [redacted]I am rejecting this response because:
This is not in accordance with the law. 
Please see RCW 59.18.280. Here's a link; though I've been informed by a member of your staff that at least one of you is well-acquainted with this law: http://app.leg.wa.gov/RCW/default.aspx?cite=59.18.280
Part 1 states that within 21 days a payment should have been issued along with a statement from the landlord. This was never provided. I asked for alternative ways to receive this, I was repeatedly told none were available. 
1a states that "No portion of any deposit shall be withheld on account of wear resulting from ordinary use of the premises." Since the unit was in excellent condition upon leaving and all of the wear in the unit was ordinary, I am entitled to the full amount.
You can find this wording repeated in other parts of WA law, such as RCW 59.18.260, among others.
Part 2 of this 59.18.280 states that "The landlord is also barred in any action brought by the tenant to recover the deposit from asserting any claim or raising any defense for retaining any of the deposit unless the landlord shows that circumstances beyond the landlord's control prevented the landlord from providing the statement within the twenty-one days or that the tenant abandoned the premises as defined in RCW 59.18.310." 
The landlord's actions are thus not in accord with the expectations of Washington state. Unless the landlord acts within the expectations of the law, I will be pursuing this in small claims court. Thank you.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It doesn't take over two weeks for mail to get anywhere.Sincerely,[redacted]

[redacted] did not provide us with a forwarding address our staff after asking for one multiple times. Per landlord tenant laws, if we do not have a proper forwarding address, we are to send any refunds to the last known address. We mailed the deposit within two days of his move out per his...

request.
 
As discussed with [redacted] multiple times, we need to wait until any returned mail is delivered back to us to re-route a check.