Top Dog Salon

March 3rd, 2018 To whom it may concern,   [redacted] a resident of [redacted]. We received her Revdex.com complaint regarding the gift card move in special. On January 11th [redacted] was added to [redacted] apartment lease as roommate. [redacted] moved...

in to [redacted] on May 1st, 2017. On January 18th [redacted] visited the leasing office to inquire about a gift card incentive that [redacted] was to receive.  After reviewing the activity for [redacted] apartments, there was no concession to be provided in May 2017. In January, [redacted] briefly offered any new move ins a $250 leasing incentive for move in. This was explained to [redacted] on January 18th.               On January 23rd [redacted] and [redacted] contacted the CWS Corporate Office via phone to inquire about the gift card.  We reached out throughout the day to explain that the leasing incentive was for January 2018 only.               On February 23rd [redacted] contacted the CWS Corporate Office to inquire about this leasing incentive. We followed up via phone with [redacted] and left a voicemail since she did not answer. We explained that the special for a January lease special. Although we sympathize with [redacted] situation, CWS responded to the request immediately to explain that we do not offer retroactive specials. All specials offered at time of move in are honore. We will not be providing a gift card at this time.   If you have additional questions please feel free to reach out to the office at [redacted]. Thank you, [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:I submitted a copy of my notice to vacate though email to the debt collection agency as well as to CWS Apartments on November 24, 2015.
Regards,
[redacted]

1) They did supply an itemized list of claimed "carpet" damages, signed under penalties of perjury, itemizing in precise detail the nature of the alleged damage and the repair necessary to fix claimed damage, with written evidence, such as estimates, bills, invoices, or receipts, indicating the actual or estimated repair cost, within 30 days of termination of the end of the tenancy. They did not supply this because they are being dishonest about the alleged carpet damage. --->  CWS RESPONSE: Attached is the invoice from a carpet company for the carpet that was installed prior to her move in 2014.  Also attached is the estimate and replacement invoice from a carpet company due to pet damage.2) I never verbally admitted to receiving a 60 day notice to vacate, because I never received it at all. ---> CWS RESPONSE: The previous attachment shows on 2/9/15 where a renewal was printed out. And reminders were sent out on 2/23/15, 3/13/15 & 3/17/15. Also attached is the lease agreement electronically signed by the resident.  In paragraph 3 on the first page of the agreement is states "This Lease Contract will automatically renew month-to-month unless either party gives at lease 60 days written notice of termination or intent to move-out as required by paragraph 37."3)SoNa apartments and CWS LLC stated that they would not double lease, but it is evident in their response that they did.---> CWS RESPONSE: The first time the apartment was leased was on 4/5/15 and was canceled on 4/7/15.  The second time the apartment was leased was on 5/6/15 and was canceled on 5/20/15.  The apartment would not have been online during those two time periods.  Attached is our yieldstar availability records showing the dates between this resident's move out date the the time the unit was leased in both instances showing her apartment online.4)Once the so-called resident signed the lease agreement, I was not to be held accountable for that period according to both verbal and written agreement, which was the purpose of moving out of my apartment sooner. ---> CWS RESPONSE: As stated previously, the resident is responsible until the future resident moves in. Unfortunately, because both residents canceled and never moved in that still makes her responsible. 5)It is evident that they quoted my neighbor more and are tried to come up with an excuse, which is inexcusable. - ---> CWS RESPONSE: Unfortunately, because of the length of time the apartment sat vacant the price of the apartment increased. It works the same with all of our communities across the country. We would be more than happy to educate the resident on how this process works if she would like. 6)They never advertised my apartment as available online at all. ---> CWS RESPONSE: Both residents who leased the apartment and then canceled applied online. Had the apartment not been available online, this would have been impossible. Once the apartment is leased, it is pulled offline to prevent double leasing. Again, the attached shows the yieldstar pricing which shows it was available online at the time the unit was priced.

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.
Regards,
[redacted] Complaint: [redacted]I am rejecting this response because:Regards,[redacted] Thank you for crediting the account. However unless renters insurance was actually purchased on our behalf in our name, those charges were NOT legal. Further, for your information, this information has never ever been communicated to me- if your property director is claiming she did,  its a complete fabrication.  I personally, placed calls to the office and left several phone calls and had sent two emails to speak to her. She NEVER responded or acknowledged my phone call or email. Why phone calls go to voice mail at your property constantly?Please note all renters are paying rent, its her job to attend to renters, and return calls in timely manner.Can you tell me, in future what measures are being taken to ensure she returns calls and or emails?lastly, in the portal, none of my documents are loaded? Can you please ensure this gets done so your records don't get messed up again and charge me again with another fee?Thanks

We would love to be able to help clear up any misunderstanding regarding this complaint, however in order to do so we will need the name of the community you are referring to.  Please let us know at your earliest convenience.

Complaint: [redacted]
I am rejecting this response because: While I am appreciative that the Community Manager has addressed several of the issues I have faced within the apartment community, there are inconsistencies with my concerns expressed to the management team and their response. The inconsistencies are that not only have I expressed concern from the unit above me and while I do understand that sharing walls, there will be some noise, the residents below are retaliating against my complaints and have not kept the noise to an acceptable level of apartment living. The noise level is more of a college party type noise. [redacted] in the office had previously explained to me that when I needed to call the courtesy officer, the officer would come to my apartment to listen to the noise before going upstairs and that did not happen. The other inconsistency is that the resident in [redacted] has had more than two complaints along with photographic and video evidence that she has kept her dogs unleashed for over 6 months. I have sent in all photographic and video evidence to the office to which they have replied “If you see her without a leash one more time, we will evict her”. She’s been documented without a leash since then and she is still living in the apartment. I have also spoken to several of my neighbors within my building who have not gotten any contact other than a generic email regarding picking up after the pets, even after it was explained to me by [redacted] that she personally called every resident in my building. My main concern with this is that the office staff has consistently and numerously given me false information. It is very disappointing to express concern to a management staff, only to have them give inconsistencies with the truth. I also have time stamped documentation reflecting this. In addition, the main concern of mine has yet to be addressed with the Community Manager’s response in that the office staff, especially [redacted], has been consistently rude, unprofessional and inappropriate on numerous occasions. I have received several apologies from [redacted] regarding [redacted]’s behavior, but the unprofessionalism and inappropriate comments from [redacted] seem to be recurring. My other concern that was not addressed was the fact that I have been labeled as a problem resident and have been told that I would be assisted in moving out early if I can’t be appeased. As previously explained, I simply wish the issues get resolved. Asking a resident to assist in moving out is not appropriate and I don’t believe that it is legal to evict someone based on concerns brought to the office’s attention. I also fear retaliation by the office staff in the form of raising rent to the point where it is not within fair market pricing as well as possibly forcing me to vacate my apartment. I would like to know how the office staff is going to specifically fix these two issues before I can accept a response. 
Regards,
[redacted]

To Whom It May Concern: [redacted] leased an apartment in December 2016 for a 12 month lease. The dates of her contract were from 12/28/16 to 12/23/17. She moved out of her apartment on 7/1/17, and sent an email informing us she had vacated. Upon moving out early she did not fulfill...

her obligations under the lease contract by approximately five months. Therefore, she was charged a final water bill at move out, a re-letting fee, and rent through the end of her lease contract. The original amount she was responsible for was $10,632.59. However, we have communicated with the collection agency and reduced her balance to $3839.59, because we were able to lease the apartment for a move in date earlier than her lease expiration date of 12/23/17. This final balance stands, we are happy to set up a payment plan with [redacted] as well as provide her a letter to present to the credit bureau noting the reduction in the total amount owed. Please contact me should you have any further questions at the number listed below. Respectfully,   [redacted]

We did reach out to all of the residents in the unit via email on 9/28 notifying the residents that we needed proof of renter's insurance and did not receive a response.  The community director had a converstaion in January regarding charges on the account for the lapsed policy. ...

At that time, she suggested a policy be submitted to the office to prevent further charges.  The start date on the policy was January 6, 2018.  As a courtesy we will be waiving the $225 in charges while coverage was lapsed.  In the future, any lapse of coverage in the policy will be sure to be communicated to the resident and guarantor/parent as well.We have already communicated this information to the resident and their guarantor.

Complaint: [redacted]
 
I am rejecting this response because:I gave the notice on May 7th 2016 to vacate the apartment on July 24th, with a reason loss of job. A management representative asked for a proof of loss of job that was sent on May 16th.  Attached is a letter from HR that was sent.  No one contacted me from management.  I sent an email on May 20th, 2016 mentioning that I was leaving the country after vacating the apartment and requesting to explain the formalities for vacating.  Nobody from management responded.  I sent another email on June 7th reminding my earlier email and notice.  A management representative called me about the notice.  She said since this was an unexpected job loss and I had given enough notice and proof, I would not be charged with any penalty or other charges. Whatever comes in the statement for July, that's all I had to pay.  I was very much surprised as I was willing to pay 85% of the month's rent as a penalty.  After giving the notice to vacate till my last day of stay, I received 3 account statements, one on May 19th to pay rent for full month's rent for June along with water charges for April, one on June 17th to pay partial rent (July 1st through 24th)along with water charges for May, and on July 19th for water charges for the month of June.  I have included the statements in the attached Statement of Charges document.  I left the apartment on July 24th.  I received 'Final Account Statement' from the apartment on July 29th for water charges for the partial month of July that I promptly paid as shown in the attached Final Account Statement document.  Since the apartment manager had told that there would not be any penalty or other charges, Final Account Balance was paid off and everything was settled.Apartment sent another Final Account Statement on September 16th asking me to pay $2328.  Now the response from the apartment is that I owe them $1710.28. I strongly believe that these charges are arbitrary.  Also, my discussion with the manager on June 7th is totally different than what the response says.  Hence I reject the response.  I am still willing to pay 85% of the month's rent but it was never sent to me in any of the statements that came in after the notice date of May 7th until I left the apartment on July 24th or until I received the Final Account Statement on July 29th. 
Regards,
[redacted]

As shown in the attached document, the first time the resident was contacted was on December 14, 2015.  He also signed the addendum to the lease agreement that states renter's insurance is a requirement.  We have heard Mr. [redacted] request and understand his frustration.  However, we will not be waiving the renter's insurance fee, because to do so would effectively discriminate against all other residents who have been charged the fee under the same circumstances.  We sincerely apologize we are not able to grant Mr. [redacted] request.

Hi [redacted], Per our conversation we are in agreement to allow you to move out prior to your lease end date without being charged any reletting fee or accelerated rent.  You will be responsible for the final utilities and any cleaning and/or damages assessed during the final move out walk...

when turning in keys which is standard for all of our move outs.  As discussed you will need to go to the office and submit your written notice to vacate once you receive your pre-approval with your new home.  Again, we apologize for your inconvenience and hope that we can  make the rest of your stay as enjoyable as possible.  Sincerely, [redacted]

May 19, 2017  File #[redacted]  Revdex.com:  As it relates to [redacted]’s Revdex.com complaint we will issue a refund of $30.38 along with a letter to present to the Credit Bureau stating the $30.38 was reported in error. We do request that...

[redacted] provide a forwarding address to ensure it is received at the correct residence.   Respectfully,  [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. The company in question has done zero research to satisfy the minimum requirements to satisfy a response but in an attempt to find a resolution I will provide details that this business has in their possession. The question is about which property [redacted] was managing when they incorrectly charged me and filed a negative credit report against me was located at [redacted] when it was under [redacted] management called [redacted] final bill dated Dec 9, 2015 I paid in full Dec 1, 2015.
Very Truly Yours,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The final account balance I received does not clearly state that. I attached it in my last responce and I hope you had time to look at it. On the last line it said variance account balance due was $330. I understand the utilities and completly agree to pay that. I understand some of the other charges like the cleaning of the oven and there were some marks on the wall from hanging pictures. I do not agree with the fridge cleaning because I spent time cleaning it and the picture does not even show that it is that dirty. The mold in the bathroom was due to lack of ventelation in the unit there are no fans and this was an ongoing issue. That unit is poorly kept up by the property management. I also have an issue with the "sure deposit" I assumed with it being called a deposit it would at least cover the cleaning when we moved out but infact it covers nothing for us. Very misleading. The assiatant property manager has not been in constant contact with me. Only when I sent certified mail to them that I got a call back at 6pm on a friday evening. I just want a compramise on this issue. We were good tenets that paid on time and never caused any issues. I have lived in many apartments and never got charged like this, in fact I always got my deposit back. Please take the time to review the statement I received in the mail that I saw first. I saw a different one later which took me by surprise because I thought the first one was completely fair. It is attached to my last responce. 
Regards
[redacted]

To Whom it may concern,[redacted] moved into our community in June 2017. During the time she has lived with us, she has expressed concern that two different neighbors at different times have engaged in illegal activity.  Management has addressed her concerns with the utmost seriousness...

and we have conducted our own internal investigation. We have been in contact with local law enforcement, the two residents in question and several neighbors of [redacted]. To date, no one besides [redacted] has seen or expressed similar concerns about illegal activity. The police have been to the apartment in question on multiple occasions and have never witnessed anything that would prove these accusations to be true. Management offered to release [redacted] from her lease without penalty in September 2017. This offer is still available to [redacted]. If there are any other questions I can answer for you regarding this, I would be happy to discuss. Please feel free to reach me at [redacted]. Best, [redacted]

To Whom It May Concern:In response to the service complaint on [redacted] via the Revdex.com and received by CWS Apartment Homes LLC and [redacted] Management Team on April 7, 2018.On the morning of Friday, March 16, 2017 the assistant manager and a member of the service...

team were out on property posting notices to various doors. Per the notes in our community log, the assistant manager did have a notice for the home in question, unit [redacted] and she did note that the door was slightly ajar at the time but that it was not evident to her that it was the result of a break in or forced entry. While out on the community she did however pass a man whom she did not recognize as a resident of the community twice in varying areas of the property and she promptly called the community courtesy officer who instructed her to contact the local police department to report the suspicious person on site.Approx. 10 minutes after returning to the office to await DPD to arrive, the resident who lives in unit [redacted] came in to the office to let us know that she had just returned to her home and had found her front door had been broken into. She had not attempted to enter and had also called DPD.Once the police had taken the various statements and walked the home, a member of the service team went to the home and made required repairs the door in order to secure it for the lease holders and occupants. It was later reported that the home directly across from this one was also broken into. This report did not come in until 5:00 – 5:30pm that evening when a member of that household came home and that door was also repaired in order to secure it for the members of the household. I, [redacted], the community director for the property, was not at work on the day of the incidents and was unable to make contact with them until my return on Monday the 19th. I called and spoke with the house hold members of both homes that had been broken into on 03/19/18. The resident of apartment number [redacted] informed me that she had already filed her claim with her renters insurance for the lost items. I let her know that although we had secured the home on the day of the incident in house that a general contractor had also been contacted and would be out to look at the frame and front door to determine if a replacement would be needed the next day. I also inquired if her home had been utilizing the alarm panel that each of the homes on the community had at the front doors. The lease holder told me that she had not been using the alarm in her three years of residency and I offered to have my service team set up a code of her choice for her. I explained that this would only sound a horn and that monitoring services would need to be set up by her or a member of her house hold with a provider of her choice if she choose. On Tuesday, March 20th a GC came out to look at the doors of both units that had been broken into. I requested expedited service for door replacement and framing if necessary. I was told that both doors were secure but that they could install a new one that day and the second the next. [redacted] was replaced on the 20th and the neighboring home on the 21st. Both households were made aware of this schedule at the time. During the time that the doors were being looked at for replacement, a member of the service team went to the home to check the alarm panels for set up. It was found that the panel was not programmable and an outside vendor was called to come out to install a new panel.I had received an email from a member of house hold #[redacted] after our oral conversation on Monday 3/19 requesting compensation for her lost items (even though she had informed me that she had already filed a claim with her insurance) She requested a response within 10 days of my receipt of that email on her request and stated that she also felt management had violated our safety requirements on the community. I was off site after Tuesday the 20th due to a company requirement and reached out to her upon my return Monday the 26th. I requested an in person meeting with her and also informed her at that time that the alarm panel would need to be completely replaced and that Metro Communication, an outside vendor would be out on Wednesday of that week to complete the install. On Tuesday, March 27th I met with a lease holder member of unit [redacted]. I let her know that compensation for her lost items would not be reimbursed by management and that it was my understanding per our earlier conversation that she had filed an insurance claim on the date of the break in. I also reviewed her concerns about the community meeting code requirements for each home. I explained that not only did each home meet the requirements that we also elected to have and maintain limited access drive through gates, coded pedestrian gates, an on site Dallas officer to service the community as a courtesy officer, a nightly patrol service and various cameras all in an attempt to deter un wanted criminal activity on the community. I apologized for the stress of the incident. I explained that it’s awful when things like this occur however as it is an activity that can only be deterred and not 100% controlled there was not much more I could do.  I did however offered to allow the house hold out of their contact if they wanted without penalty and was told that the household would discuss this option and get back to me. I have not heard back from them to date.Please feel free to reach out to me for more information if any clarification is needed.Thank you,[redacted]