Townside Property Management, Inc.

Review: Approximately two weeks ago, on August 13th, I moved my daughter into her first apartment in [redacted]. She is residing at [redacted].

We moved all of her things in, and I was making a late night dinner. That was when we realized, to my horror, that the burner on her stove would not turn off. Seeing this as a potential fire hazard, I instructed my daughter to call the maintenance number right away. The woman who called us back from the number ###-###-#### was extremely rude and unhelpful. She declined to give her name, shockingly. She told my daughter it was too late in the evening and would have to wait. When my daughter mentioned that it was a fire hazard, I could hear the woman on the other line raise her voice in anger. My daughter then started looking in the laundry room for the breaker box. I looked as well, but there was no breaker box in there. The woman on the phone was yelling at this point- when I took the phone she pointedly asked “doesn’t anyone there know what the hell a breaker box looks like?”. I replied that there was no breaker box in the laundry room (and there isn’t- it was in another room entirely we later learned). She told me there was no way to get anyone out there. I told her that I would likely need to call the fire department then because it was a fire hazard and she became so enraged she hung up on me. She called back several minutes later and told me I would need to pull the stove out from the wall and unplug it. When I told her the only way I would be able to do that would be to lean over the still hot burner, she yelled at me "that it was not her problem” and hung up again! Finally, she called back a third time and reported that someone would be over to turn it off. To date, the stove has not been properly fixed! My child is living in an apartment where the burner will randomly remain on- this poses a threat to her safety as well as the safety of EVERYONE in the building.

Since moving in, there have been several things noted to the office that require repair: The garbage disposal does not work. There is a large black area of MOLD on the ceiling. There is a bathtub drain issue in both bathrooms. Most concerning to me however is the stove that won’t turn off properly. These are issues that have been ongoing since August 13th, and work orders were officially put in on August 18th. Not a single repair has been made to date. I am shocked that this rental company can continue to collect rent when these unit are in such UNSAFE DISREPAIR!

Perhaps the worst part of this experience was the disdain my child and I were treated with when we called to report this unsafe condition to maintenance. I have rented for many years and have always valued the hard work and excellent customer service I received from previous management companies. When I was yelled at, belittled, and hung up on in the midst of a safety issue, it gave me serious pause as to what kind of situation my child was now living in. I’m beside myself knowing this woman works with students from [redacted] and likely treats them all as though they aren’t worthy of a safe place to live. I have come to love [redacted] as well as the entire [redacted] community, but I will never trust again that Townside Management has any interest other than fleecing college students and ensnaring them in unsafe living conditions!

Thank you for your time and consideration of this matter. I will appreciate a call regarding the gross mismanagement of maintenance in my daughter’s apartment.Desired Settlement: I would like to see all necessary repairs done in the apartment...mostly the burner that stays on and the mold on the ceiling!

Business

Response:

Mrs. [redacted],This email is pursuant to our telephone conversation a few minutes ago regarding the complaint at [redacted]. I again would like to apologize for the way that you and your daughter was talked to over the phone with the emergency call. As stated on the phone there are things that we do ask for the tenants to try on after hour's calls for nights and weekends. I have spoken with your daughter to let her know the things that were taking place at the unit today. [redacted] was aware of work being done as she was leaving for class when the contractors showed up at the unit. I do apologize for the disconnect between our office, the general contractors andthe residents at the unit. In the future as I told you on the phone if the young ladies call in a work order and it has not been addressed in two days to please give the office a call back so that we can get on top of the situation this does not in no means on an emergency situation. At this time as we discussed over the phone the stove has been looked at it is not a fire hazard and can be replaced. With the age of the stove and the cost to repair we have contacted the owner and have received permission to have a new stove installed and that will take place on Monday August 29, 2016. The bathroom repair and garbage disposal has been fixed today and that contractor looked at the source of the stain on the celling. There was a place on the roof around the chimney and the contractor has been on the roof and fixed that to avoid future leaks from the rain. With the amount of rain that we have had in the last two weeks it did cause for the spot to grow. The contractor has used the solution that was needed to spray that spot and let it dry while fixing the roof. After fixing the roof he then proceeded to kilz and paint the spot on the celling. Again I do apologize on behalf of Townside for the conversation over the phone and will speak with that employee when returning the office on Monday. Please in the future contact the office for work that is needed and if there is ever an issue feel free to ask for me. As discussed on the phone after receiving this email if you can please respond to all that we have talked. Thanking you again for the phone call today and that all has worked out at this time and matters are resolved. Have a nice weekend, [redacted]Assistant Property Manager of RentalsTownside Property Management[redacted], [redacted]###-###-####

Consumer

Response:

I am happy to report the apartment complex is supposed to be replacing the stove today, which absolutely was a fire hazard. I don't accept the statement that it wasn't; any stove with a burner that stays hot and won't turn off poses a safety threat. The mold on the ceiling, garbage disposal, and tub drains have been repaired.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This company is trying to make me pay a fee to re rent a property that I am not eligible to rent. They also says that I am responsible for pay the rent and utilities on a property until it is rented to someone else, that I am not eligible to rent. If no one rents the property for the term of 12 months I am responsible for that rent of 12 months. This agreement was not discussed or brought to my attention at the time of the lease signing. A lease that doesn't even start until July 10,2016.Desired Settlement: To not have to pay a rerenters fee for a property that I was never eligible to rent and the return of my security deposit totaling $1,020.00

Business

Response:

This email is in response to the complaint filed with your office on June 2, 2016. Mrs. [redacted] was shown a unit on April 5 and indicated that she wanted to rent this unit from our office. At the time of the showing Mrs. [redacted] was informed of our qualifications to rent with Townside. Those qualifications are as follows, they must make three times the full monthly rent and pass a credit check of 650 or higher. Should they not meet those qualifications they are required to have a guarantor and that person is to pass a credit check of 650 or higher. The lease was typed on April 28th and signed on May 5, 2016, Mrs. [redacted] credit was run on April 6th and with not meeting our credit requirements she was informed that she will need a guarantor. Mrs. [redacted] provided a guarantor and the form was completed on May 20th and sent back to us to run credit. The credit was run on May 26th and that guarantor also did not meet our qualifications. Mrs. [redacted] was contacted that she needed to obtain another guarantor and she indicated that she had no one else. At this time we did have a signed binding lease and Mrs. [redacted] wanted to then get out of her lease. Our policy is if you want to break a lease they will need to do a re-rental form for Townside to put the unit back on the market and tenant is responsible for all rent and utilities until rented. After discussing with the owner that qualifications could not be met that Townside would be voiding the lease and returning the deposit of $1020 back to Mrs. [redacted]. This was in the best interest of our owner and everything was explained to the owner. I spoke with Mrs. [redacted] on June 2, 2016 around 4pm to let her know that since we were not able to qualifier her that we would return her deposit. The application fee would be held as we had to run credit on both Mrs. [redacted] and her guarantor and that application fee would cover those charges. Mrs. [redacted] requested that as soon as the check was available she would like to pick that up in the office.Please let me know if you have any questions or if you need any further information. Thanking you in advance, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The contract for [redacted] was terminated on 7/18/16 due to severe lack of communication from the business. The house has already been rented by another property management company; we feel townside made no adequate attempts at securing a tenant. The paper that we typed up stated that the refund was to be returned to us by August 1st, townside said they were unable to accommodate this simple request and we will get our refund the first week of August. We are now in the 2nd week and still no refund. My boyfriend and I have made numerous attempts at contacting them via phone/email regarding our refund for $300. As expected we have not been called nor emailed back regarding this matter. It is unacceptable to make someone wait this long to get their money back and ignore their correspondences.Desired Settlement: I want my $300 refund issued immediately, I can stop by their office and pick it up if needed. I want to be done with dealing with this horrible company.

Business

Response:

I am responding to the complaint number above referencing the $300 check that we had held in escrow for a new management. I have attached email correspondence showing where I told them that the refund would be completed after owners statements were completed the first week in August.This was also explained to [redacted] over the phone of how the refundwould work. With this being our busy time of the year owner statementswould be processed the first week of August as they were to receive thoseJuly 25th originally. [redacted] was told that when owner's statement werecompleted that first week of August then his refund would be ready around the second week of August. We have met this obligation and I have called [redacted] this morning to let him know that the check is available at our frontoffice for pick up as they had requested. Thanking you in advance, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Multiple illegitimate charges have been assessed after we moved out, including microwave oven with a cracked handle (which we reported to maintenance via telephone soon after we moved in), a garage door, and an unexplained charge for more than 400 dollars. While we understood carpet cleaning to be part of our lease agreement, the carpets started out extremely pet-stained, and we had not pets, so I'm not sure that is a legitimate charge when we started out with carpets in such an extreme state of disrepair in the beginning. We have had multiple issues with Townside in the two years we lived there, mostly centering around maintenance. Our HVAC system broke down no less than 4 times before they finally replaced the system, leaving us without heat or ac for several weeks, with no proration. The water heater burst and leaked down into the garage, and I had to keep on the head of maintenance for nearly 3 months; she finally sent someone, but they left the ceiling unpainted and unfinished. Honestly, I feel that this company and its representatives have often been rude and has attempted to charge us for repairs that have long needed to be done, as there are multiple cracks in the walls, stains in the carpets, shoddy workmanship throughout, and cheap materials. In short, not fitting of the affixed adjective, "luxury."Desired Settlement: I understand if the cleaning charges stand, since those were explained in our lease agreement, but we wish to receive detailed receipts for any work completed. We do not wish to be charged for the damages we did not cause, including the microwave, garage door, and any charges not detailed (of which we would like a complete, detailed list with receipts). Our security deposit should be adjusted accordingly, and any balance should be remitted to us ASAP.

Business

Response:

The tenants vacated the unit at the end of the lease on July 22, 2014 a move out inspection was conducted on July 23, 2014. The inspector made note that the microwave had a cracked door front and also the handle had a crack. The inspector reviewed the condition report that was turned in by the tenants after move-in and nothing was noted on that report of a broken handle or cracked door front, the picture that was taken of the microwave the day before the tenant moved in also did not show any crack on the door of the microwave. Those pictures were sent to the tenant and was mentioned of the crack that is on every microwave where the door open and shuts. The unexplained charges on the security deposit was for damages to the unit beyond normal wear and tear which includes, bulbs, doorstops, blinds, drop pans, ac filter along with the control panel for the garage door that was broken during the tenants stay at the unit. These charges are valid as it is stated in the lease that all working light bulbs, blinds, door stopsetc., are the responsibility of the tenants if such items are not listed on the condition report that is turned into the office by the tenants. Carpet cleaning is stated in the lease paper work that all carpet will be cleaned before and after a lease and will be a charge against the tenant’s security deposit. This was a standard carpet cleaning and nothing stated that the carpets were cleaned due to pre-existing stains.

Regarding the HVAC system an emergency no heat call came in the office on 3-25-13 and the system was fixed with a cost to the owner of $215. A call for no AC came into the office on 4-14-13 and the contractor was sent to the unit and fixed the problem with a cost to the owner of $1427. A call was placed with our office on 9-12-13 that the hot water heater was leaking the contractor was sent and was fixed the same day with the assistance of another contractor the cost to the owner was $1325 at the same time the tenants indicated to the contractor that the AC unit was making a noise. The contractor called the office and received permission to look at the system while still at the unit. The outdoor unit was still in working condition, however, was indicated that it could break at any time. The office requested to have a quote for a replacement system after contacting the owner and receiving approval the company ordered a new HVAC system and that was installed 10-15-14 at a cost to the owner of 4,490. At no time was the tenant without heat, there were several days that the AC was not in working condition, however, it is stated in our lease that AC is not an emergency. As stated in the lease documents compensation is not given to tenants for malfunctions or interruptions in equipment or amenities provided to them. The leak from the hot water heater did cause some damage to the ceiling in the garage below and a work order was wrote to the contractor to fix that ceiling with the stipulation from the tenant that they receive a phone call before entering the unit and that the tenant wanted to be home when the repair was to completed. The contractor called the tenant with no return phone call, therefore that work order was pushed to back of the call list for that contractor. The tenant called the office later to complain that the work had not been completed and it was discussed with them that they had failed to contact the contractor to schedule a time and we can have it fixed immediately if the contractor can enter without them being at home, therefore, the ceiling was then fixed.

The tenants have sent in a dispute letter for the charges against the security deposit and that letter was addressed by the inspector on September 9, 2014 and with that letter the tenants were provided copies of the pictures that were taken as damage documentation along with all invoices charged against the security deposit and the letter indicated that all charges against the deposit were valid charges and those charges will remain against the security deposit.

Thank you.

Sincerely,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The crack in the microwave, indicated even in the grainy printed out photo sent to me (which I scanned and zoomed, then forwarded to Townside via email), is not the separation of the door, but is damage at the corner of the handle previous to our move-in, which is indicated in the post move out photo, which was taken from much closer up than the pre move in photo aforementioned. I requested Townside zoom in the digital copy and send it via the email address provided; when they do so, I will happily highlight the obvious pre-existing damage. However, I have not received that to date. As repeated in several correspondences with Townside, I called the maintenance director immediately upon noticing the damage, approximately 8 days after move-in, asking that she amend the condition report and send a copy to our address, which she failed to do. I also called the maintenance department head during our multiple (as admitted) periods without climate control, notifying her of my chronic illness, which causes severe dehydration and other symptoms which require a controlled climate. I also called her regarding the water heater, which was not fixed until the following day, and was left running into the garage ceiling after the initial worker came, looked, and left; when they came the following day to repair the damage, a sheet of plywood was hastily nailed to the water damaged floor beneath the new heater, despite other workers warning that it was not up to code; no follow up was ever done, and we have photographs of this shoddy work (which nevertheless remained) on move out day, several months later. After a few weeks of repeated calls, a maintenance worker called to say that he was coming over to inspect the damage in the garage, but never showed up. I was present at the home the entire day, and I would like to add that multiple workers entered our home throughout our stay, with or without notification (in fact, one worker entered the home while my wife was home alone and in the shower, which made her extremely uncomfortable, so Townside cannot say they failed to do the maintenance out of unwavering respect for our request for contact prior to maintenance); I called the following day to let the maintenance department know that they were a no show. Three months later, I called to complain because nothing was ever done by the maintenance department. The fact is that the maintenance department is paid to follow through on such issues, and we paid them to do so each month (as stipulated in our lease); our lease stipulates that we notify Townside immediately of needed repairs, but it does not suggest we hold hands or nag the maintenance department to get the jobs followed through to completion in a timely manner. On multiple occasions, including the switch damage during garage repairs, workers caused damage to the home, which we promptly reported to the maintenance head via phone, trusting that said damages would be noted, like the microwave should have been upon notification: For another example, the HVAC crew punched a hole in the water heater access door with the doorstop. Lastly, I did not receive any pre move in photographs of undamaged screens or blinds, so there is no evidence that we damaged said screens or blinds during our tenancy. The condition report, if anything, is evidence of a less than thorough pre move in inspection, as we already had to add several damages to the list (as the document clearly shows our handwriting on the vast majority of listed pre move in damages), missing some because of the sheer number of existing issues in the home. As tenants, we had reasonable expectations for our rent, such as timely and complete repairs, as well as a staff receptive (rather than combative) when notified of tenant issues. Unfortunately, this was not the case, and Townside repeatedly fell short of our reasonable expectations. We were willing to let these repeated issues go, however, after receiving the letters, lists, and photographs, along with undue charges Townside is trying to get to fix up a decrepit rental, we are completely unwilling to pay for damages we did not cause nor contribute to. To be clear, we stand firm in refuting the charges for the microwave, garage door switch, screens, and blinds, until or unless original, digital photos are provided as evidence that the damage occurred during our stay or at our hands. Without such evidence, we would like to enter arbitration, as indicated as the next step in our lease agreement, during which we are willing and able to provide evidence of the issues above, including photos, video, phone record of calls made to Townside over the course of our two year tenancy, as well as testimony from both my wife and myself, both of whom witnessed the conditions and lack of attention to repairs on the part of Townside firsthand.

Business

Response:

I am in receipt of the second letter that has been sent to your office. As stated in the previous letter the charges against the security deposit are beyond normal wear and tear and thus the reason [redacted] and [redacted] have been charged. The lease for the tenants ran from 07/23/2012 to 07/22/2014. I have attached a copy of the move-in pictures that were taken the day before the lease started you will find those pictures attached and dated with the date of 7-22-12 and also the time of day those pictures were taken. I have attached a copy of the pictures of the unit dated 7-23-14 and time of day those pictures were taken. You will see that pictures were taken the day before the lease started and the day after the lease ended to prove documentation of the property of how the unit was handed over to the tenants and how the unit was handed back over to Townside. Attached is also a copy of the Condition report that was given to the tenants when receiving keys to the unit. On the report you will see the writing in the blue is what the inspector noticed in the unit and the writing in the black is what the tenants wrote that they found wrong in the unit. The information that was given by the tenants was noted on the condition report and would not have been charged to the tenants at move-out. As what was put on the report was normal wear and tear. Nowhere on the report was it mentioned that blinds, doorstops, window screens, blown light bulbs, drip pans for the stove, dirty AC filter and broken/cracked microwave door needed to be addressed. The tenant stated in his letter that he called into the office 8 days after move-in to make changes to the condition report. You will see on the top of the condition report that we provided the report to them on the 23rd of July, 2012 the day the lease started and then highlighted that the report needed to be returned to the office within 5 days including the day the report was given. The report was returned on the 5th day, July 27, 2012. By law no one is allowed to add to the condition report any damage after it has been received. Therefore resulting in the damage that the tenant stated he called in 8 days after move-in. I have provided to you a copy of three additional pictures showing the front door to the microwave. You will see the pictures dated 7-22-14 time 8:24am that he front of the microwave door is not cracked and that all lines up the way a microwave door is to look. I have then provided you two additional pictures dated 7-23-14 showing the cracked front door and handle. Therefore resulting in the charge for the new microwave. This charge will remain on the account against the security deposit.

I believe that it was well addressed in the first letter to your office concerning the repair and maintenance of the HVAC unit. The A/C not working is not an emergency as outlined in our lease. Concerning the board that was put in the unit to hold the hot water heater this was done so that the tenants would have not had to go the entire weekend with no hot water. This was fixed the following week by the contractors and at no time was the tenants charged for any of the work that was completed. I will add to this at no time was it discussed with the office of health issues that the tenant had while living in the unit. If the unit was as awful as the tenants stated that should have been addressed on the condition report and you will see that was not done. If Townside was so horrible to deal with and if the stay was so bad then why did the tenants choose to renew the lease for a second term.

The charges against the security deposit will stand at this time.

The tenant stated that it is the lease that they would like to enter arbitration as indicated as the next step in the lease agreement. This language is not is our lease and Townside does not agree for this to be the next step.

Thank you.

Sincerely,

Enclosures: pictures, condition report, invoices and a copy of the lease, lease Addendum A and standard vacating check list

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

As previously asserted, the pre move in picture of the microwave, though

taken from several feet away, does in fact show the crack that begins

near the glass and extends toward the handle, then up around the bottom

portion of the handle, which is not pictured at all in the angle of the

pre move in image. I have attached the original, as provided in

Townside's prior message, with this crack highlighted, along with a

highlighted picture of the crack as zoomed in on the Preview function of

my laptop, along with a highlighted, zoomed in post move out picture.

Once more, the damage to the microwave was done prior to our move-in

date, and Townside's provided evidence bears that out.

Townside would like to portray us as having treated the place poorly,

and that simply is not so; I can attach a letter from the listing [redacted] agent, complimenting our upkeep of the home mere months before our move out date, and also mentioning longstanding damages in the home. Unfortunately, I could not attach the letter here, as the pictures took up the provided space. Their business, however, mismanaged the

property, and the employees have repeatedly been rude and combative,

even when I called upon notification of the damages and costs, as

instructed in their initial contact regarding these purported damages,

to voice "questions and concerns." In fact, the front desk employee

hung up on me when I read the sentence in the letter that invited me to

do so.

I also received a letter from Townside in the mail

(that was not included in their prior Revdex.com response) admitting to the sub

code fix, when the worker nailed down plywood beneath the water heater

against the advice of other workers present, who insisted that they

repair did not meet code. The excuse given in the Townside response was

that it was done so we "had water over the weekend," but that does not

explain why the substandard repair was left in place for the following

months leading up to our vacation of the address, nor does it explain

why the garage ceiling was left unrepaired for three months, despite

repeated calls to maintenance. I can also provide pictures of both the

incomplete plywood and garage repairs, taken on the day we vacated the

address. The fact is that Townside repeatedly made substandard repairs

to avoid higher costs, and by Townside's admission, we experienced

multiple HVAC repairs and eventual replacement, burst water heaters that

should have been replaced long before we moved in (since tell-tale

brown stains were apparent beneath the appliance on move in day), and

shoddy materials, all of which characterized our tenancy at the

address. In fact, we suspect that our lease was not renewed because we

followed the lease's guidelines and reported repairs promptly and

insisted that the maintenance department and other employees followed

through, despite their efforts otherwise. We were even charged 78

dollars for someone to light the pilot on the gas fireplace, after I was

advised to report the issue online after calling maintenance once more,

despite lack of instructions in our lease addendum (the only instance

in which a gas fireplace is mentioned tells us nothing about the process

of lighting the pilot). We had repeated problems with the maintenance

head, as she was combative and slow to follow through on necessary

repairs, and was unsympathetic when we went without climate control,

sometimes for weeks, despite my detailing my chronic illness and the

symptoms I was suffering during a hot summer week without air

conditioning; I bought a window unit to minimize these symptoms while

the owner made up their mind about whether to repair the decrepit unit

once more or finally replace it. In fact, the maintenance head told me

that cost was the main concern holding up that repair, as I called her

repeatedly to get the issue resolved. Despite our repeated issues, we

never received any reduction in our monthly costs, despite the

substandard living conditions, and now Townside is trying to subsidize

the resolution of longstanding filth and damage at their unrentable and

unsellable unit by over charging us for damages not caused by us. The

condition report upon move in was highly incomplete and it is now clear

that it was intentionally so. I can produce phone records from the two

years we were tenants with Townside, which show more than 100 calls,

most of which pertained to maintenance issues. Townside has still

failed to prove that we caused any damages to the home, and the only

charges we accept are the charges for cleaning and missing lightbulbs.

All other charges are unwarranted and fraudulent, and will not be paid

by us.

Townside has also repeatedly failed to address the fact

that they are illegally attempting to notify and collect from

guarantors, one of whom did not qualify as such during our first lease

term, and the other of whom did not sign as guarantor for the duration

of our second lease, dated April 26 2013, since we were married as of

October 2012, and our income should have been considered jointly after

that date, as stipulated by Townside.

Upon reviewing the second

term lease, I see that the language re: arbitration does not appear.

Accordingly, if Townside fails to resolve these issues according to the

evidence and per our request, we will seek further advisement and move

our complaint to the next legal step.

Best,

[redacted],

Business

Response:

Please find attached a copy of the invoice that you have requested. Pursuant to our telephone conversation, the guarantors with the original lease was [redacted] for [redacted] and [redacted] for [redacted]. At the signing of the first lease term with our office [redacted] and [redacted] were not married and both had to have a guarantor. Before signing the renewal lease [redacted] mailed a letter to our office stating that she would not agree to be the Guarantor for another lease term. When the second lease term ended 7-22-14 and the letter for the security deposit was sent we did included [redacted] in the letter. Mrs. [redacted] then called in to make sure that we did receive her letter upon looking in the file that letter was found and given to the book keeper. I talked with Mrs. [redacted] and explained to her that we would not be changing the letter and did put an X thru her name and explained to her that if court papers were filed that only [redacted] and [redacted] would be including in filing for judgment. Mrs. [redacted] explained to me that she decided to do this before the renewal lease was signed for the fact that at that time [redacted] and [redacted] were now married and she no longer has any contact with her daughter and did not want to take the responsibility since all contact with her family had stopped since the marriage.

As stated in the first letter the charge for the garage panel charge will stand as a charge against the security deposit. Should you need any other information please let me know. Thanking you in advance, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Townside's previous response finally addresses one of the guarantors, though we fail to see what personal familial matters have to do with the matter at hand, and the actions of the company's representative has opened the path to additional libel issues, should we choose to pursue them along with the matters of business at hand. I have forwarded a longer response, which addresses all areas of my complaint in detail, along with photographs, to Townside, because too little space is afforded herein.

Best,

Review: I have never been treated so disrespectfully, discourteously, or unprofessionally in my entire life. After filing a prior complain with this company, I was called by management and we attempted to resolve the issue, with the promise that I would soon hear back from them. After three weeks of me calling twice weekly, I was finally answered, assured I was "at the top of the list" and would hear back soon. It has now been another two weeks, and though I have tried every method of communication short of carrier pigeon, I am still unable to get into contact with anyone willing to help me. It is obvious that this company does not care in the least for their renters if they are unable to follow up on resolving a simple issue. Furthermore, upon inspecting damages to our home that were caused by maintenance (which, after 7 months, have yet to be fixed although we informed them as soon as it occurred), Townside employees left the door open while working, although our lease states that we have two cats. I should not need to state that this action is endangering to the animals living in the home. This behavior of complete disregard for their renters is completely abysmal.Desired Settlement: I would like to finally have someone address and resolve the issue for which I have been trying to contact this company for the past month and a half. I would also like an apology to my roommate who's cat almost ran out the door, which she was highly upset about and received no apology at the time.

Business

Response:

This has been an ongoing complaint with the initial complaint filed with your company back 10-8-15. Our maintenance coordinator has been working with the company who initially damaged the floor. This was not something that could be fixed over night as the Insurance company had to get involved. The floor was new when these tenants moved into the unit and the company that installed the flooring had to be contacted to look at the floor to see how to better fix the flooring. The tenants have been aware of each time that someone would be in the unit and also that this was an insurance claim and that those take longer. We advise all of our tenants that if they have pets to keep them crated or in a room while contractors are in and out of the units as the contractors do not take responsibility of having to track pets. The day that this happened our maintenance coordinator arrived at the unit first. The statement was made while leaving that to please leave the doors shut as they have pets. Our maintenance coordinator never saw a cat at the door tying to get out or even with the tenant while coming in if they had to stop the cat. I do apologize that the door was not shut and we have asked the contractor when he goes the end of the month to fix the floor to make sure and keep the door shut behind him. The tenants were called over a week ago to let them know that the contactor would be in the unit starting the 21st to fix the floor and he scheduled that day as to not be an inconvenience to the residents as they will be out of town for break, is our understanding. I hope that this matter has been resolved. Have a nice day, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My primary concern was with the way I was treated and subsequently ignored while attempting to resolve an issue (unrelated to the flooring issue). As stated in my original complaint, "After filing a prior complaint with this company, I was called by management and we attempted to resolve the issue, with the promise that I would soon hear back from them. After three weeks of me calling twice weekly, I was finally answered, assured I was "at the top of the list" and would hear back soon. It has now been another two weeks, and though I have tried every method of communication short of carrier pigeon, I am still unable to get into contact with anyone willing to help me." I have been ignored for months now. The person who originally responded to my request, who has now been screening my calls, is [redacted]. We were discussing the fostering policy in regards to how I can be compliant with both Townside and Piedmont and still be able to help our community and reduce the euthanasia of shelter animals.

Regards,

Beware, they are out for themselves and NOT to serve you to the best of their ability. They could if they tried, but it is clear to me that they do not want to take the time to provide a good service. On many many occasions I have encountered one or many of the following attributes...

- failure to communicate

- lies

- tardiness

- retaliatory actions

- aggression

- lack of effort

- blatant ignorance

- greed

- [redacted], whom is the only great part of Townside.

I had a horrible experience with Townside. I agree they have been horrible about collecting money and refuse to call anyone if anything seems amiss. Instead they send a very offensive letter titled “Exhibit A” as an attempt to collect debt. My first unpleasant experience with them was when the owner of the unit changed rentals companies and started using Townside. By the time we received the notice we had already paid that month’s rent. Instead of calling us they sent a very aggressive letter claiming we did not pay or rent on time. After a lot of fighting they finally accepted that they would have to collect rent from the previous rental company. My roommates and I lived in that house for 3 years! And any issues I have had with them have turned out to be disastrous. We tried to extend our lease for another two weeks past the end of our lease and they said that was not possible. That was fine we made sure we vacated the premises before June 1st as requested on our lease and the document they sent to our house. A month later my other roommate received a late fee in the mail and they say that we should have paid for June 1st. I tried to talk to them but they just kept insisting that there was nothing that could be done. I would never recommend anyone to live in one of their properties if you can avoid it.

Review: I rented a property located in [redacted] through Townside Property Management in late 2013. When completing the lease, I was presented with contract that was in excess of 20 pages, which I felt was excessive. It was the type of situation where you are expected to sign something, but it would be extremely time consuming to throughly read and understand the terms, as well as difficult to understand the finer points without consulting a lawyer. I signed the contract. I paid a deposit of $1,100 with an additional $1,500 of pet deposit made when we got a dog in June of 2014. Also in June 2014, my rent went up from $1,100 to $1,200. Do to an error on my part, I accidentally paid the old, $1,100 rate on June 1st. I realized this a few days after and paid the additional $100 immediately. However, Townside then charged me a $120 late fee, which I did not find out about until much later. I never received a notice. I just found this out when I stopped by Townside to take care of something else. At Townside's request, I disputed this charge in writing by emailing [redacted] on July 28th, 2014. To date, I have still not heard back about this disputed late fee.

My lease ended on August 5th, 2014. Townside had $2,600 of my funds. I called Townside to prepare to move out and was told not to arrange for carpet cleaning as that would be done automatically and charged to my deposit. I explained that I would like to be able to hire a cleaner that I trust whose rates I know are reasonable. They explained that if I hired a cleaner they would charge me for cleaning anyway. When I asked the Townside representative how they chose their service providers, she explained that "they had providers they knew personally and had used before." This is an unethical practice that presents a serious conflict of interest. Decisions are being made that will impact my personal finances and I am not allowed to be a part of those decisions in any way. I also paid to have the home professionally cleaned and landscaped. I was told to attach the receipt of my house cleaning so that any problems would be taken up with the cleaning provider and would not cost me any money. I found out on August 27th, 2014 that Townside had both charged me an additional $75 to have the yard trimmed and mowed and an additional $37.50 for cleaning service (even though I was told that cleaning issues would be taken up with my house cleaner). I request that Townside pay me back for the $120 late fee, the $75 landscaping charge and the $37.50 cleaning bill. This is a total of $232.50. When I tried to discuss this in person at Townside's office on August 27th, 2014, I was told that all disputes had to be made in writing. However,

Furthermore, Townside's business practices are unethical. They operate under heavy-handed contracts that give them the right to spend deposit money of lessees (whether warranted or not) without any input from said lessees. I believe they are preying on local college students ([redacted] is a college town) who do not know better.Desired Settlement: I strongly request that Townside reimburse me for the full amount of $232.50 itemized above. I further request that Townside change their business practice and operate more ethically. At a minimum Townside should 1) present a lease agreement that is fair and not longer than required, 2) not be allowed to spend lessee funds in a manner that presents a conflict of interest.

We were good tenants, always paid on time (save the $100 oversight mentioned above), took excellent care of the property and ensured it was transferred in as good a shape as it was transferred to us.

Business

Response:

We manage over 600 properties and have been in business since 1982. It is the obligation of all Lessees to read the lease documents before signing. We go out of our way to encourage that and even will point out certain details for the tenants. We make extraordinary efforts to have our documents plain, easy to understand English rather than in legal ease so Lessees can understand both parties' obligations. The unit that the tenants rented was rented with the understanding of a no pet policy. This is the owner’s choice to have that restriction on the unit. The tenant did go back and forth with the office staff to push to have a pet added to the lease. It was the tenant’s suggestion to pay the high pet deposit as to cover any damage that may be caused to the carpet by the pet and then the owner would have the additional money to cover for carpet replacement. It also was the suggestion of the tenant to pay the additional high pet rent monthly. Again this property was a no pet policy and the tenant wanted do whatever necessary to make this happen. The dispute over the late fee was answered through email on Monday August 11, 2014 and a copy has been sent to him along with all the other documentation answering his security deposit dispute. The late fee was a result of the increase in rent to add the pet, the tenant had made arrangements with his bank to send a rent check to our office each month. The late fee resulted as a failure on the tenant’s part to contact his bank to have that automatic rent increase. All monetary complaints are contractual and fully spelled out in the lease documents, therefore a result in not waiving the late fee.

The cleaning charges are a result of items that were not cleaned by the company that the tenant hired. The inspector made an effort to contact the cleaning company that was used with no return phone call. Therefore, resulted in having to call one of our cleaners to complete the cleaning to have the unit ready for the next tenant to move into the unit. Concerning the carpet cleaning it is stated in our lease paper work that this is an automatic deduction from the security deposit. Townside has an independent contractor that cleans carpet in all of our units when changing tenants. This was explained to the tenant before moving out, it was not that we were not allowing him to do the carpet cleaning we were saving him from paying twice. It was also explained to the tenant that the contractor does charge by the unit size but by each room that he cleans which includes additional charges for stairs and hallways.

This service was performed on the unit by the same contractor before the tenant moved in the unit. The tenant has sent a dispute letter to our office and [redacted] in our office has responded to that dispute explaining why the charges were against the security deposit and that those charges would still stand.

We take exception to the comment about "preying on local college students."

Thank you.

Sincerely,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Pulling weeds does not cost $75 and I personally viewed an entire landscaping team mowing and trimming about a week after my move-out day (the day that my hired gardeners completed the landscaping). I believe that Townside simply wanted the yard mowed again and to charge me for the service. I firmly request to be refunded for the full $75 charged.

In addition, Townside stated that they do not prey on college students. They may not think so, but many points in their standard leas agreement are unethical, unfair, or predatory. I firmly request that Townside evaluate the following points in it's contract (page numbers as marked in my personal lease agreement).

On Page 1, agreement states that tenant must pay a 10% late fee of the total rent if rent is not received by the fifth of the month. In this case, even if rent is mistakenly short by $5, tenant must pay a fee many times that amount. I find this unethical. It's exactly what happened to me. I did not catch my rent check going out the month that my rent went up, and Townside charged me a fee that was more than the rent discrepancy.

On Page 2, agreement states that Townside will perform various services upon move-out (carpet cleaning, fumigation, etc.) and charge the deposit whether the home needs it or not and whether the tenant already has this done or not. Tenant has no say in how his/her deposit money is spent or into the vendors chosen. This is a serious conflict of interest.

On Page 2, agreement states that no undergraduate students are allowed to occupy the home. Is this even legal? It seems discriminatory.

Page 3, agreement states that property manager may enter residence at any time to repair, inspect, show the property, etc. On several occasions, my wife came home to find notes on the kitchen counter that work was performed, the front door unlocked, cigarette butts on the porch, etc. Tenants should have more respect and protection than this agreement provides.

On Page 3, agreement states that renewal notifications are sent in November with an answer required in December to renew the lease. In our case, we moved in at the end of October and were immediately told we needed to renew by the end of the year. I understand Blacksburg is a college town, but that is ridiculous.

On Page 4 of Least Addendum A, lessee is expected to agree to be bound by the "Housing Information Booklet" which is described as "part of this lease." However, at no time prior was I provided with said booklet. It was instead attached to the agreement as tiny, 2-inch tall screenshots that were (literally) impossible to read.

On Page 4 of Least Addendum A,point 21 states that all disputes must be submitted in writing. This was problematic. I received no responses to my written disputes until I badgered Townside and went to the Revdex.com. In addition, never being able to have a conversation means never truly being able to understand whether Townside is being honest or not.

On Page 3 of the Standard Vacating Checklist, it states that to be present at the vacating inspection, you must make a request in writing at least 30 days prior. The truth is that Townside does not want anyone at this inspection, which is why they set the 30-day requirement. Normal people with busy lives don't review the vacating checklist more than 30 days prior to moving out. This needs to be adjusted to be more reasonable. The person conducting the move-out inspection is the person deciding what to do with the lessee's deposit money. It is unethical to not provide an easy way for the lessee to attend that inspection.

I will consider this matter closed when the above points are reviewed, adjusted to be more fair and balanced, and I receive written proof of such action.

Regards,

Review: When I moved into my apartment on August 23rd, there were live cockroaches. I got my keys from the office at 2:30-3 and was around town starting up my other services before I moved into the apartment. I didn't get back to my apartment until after business hours, but I called and left them a message about the cockroaches. They didn't return my call, so I called again on the 28th of August to speak to someone about the cockroaches again. They informed me that they provided a monthly service, but did not explain why there were still live cockroaches in my apartment when I moved in. I kept finding more cockroaches, so I called again on the 2nd of September, but they were closed for labor day so I left another message. I received the returned condition report; my comment that said "there were live bugs in apartment, including cockroaches" was responded to with "monthly service". They didn't call me back, yet again. I woke up and found more cockroaches in the bathroom so I called this morning (9/19/2013) around 7:30 or so and am currently waiting for a call that most likely will not come. I have paid the full amount of rent for August and September, both on time, and it does not make sense to me that they have not provided me with this service that they have promised.Desired Settlement: I would like the monthly service that they have promised, but have not provided; as well as some type of compensation, even if it is just an apology. I have been treated with disrespect and I would not be surprised if it is because I am in college and they think of me as a child/someone who will not take action to correct this problem.

Business

Response:

Dear Ms. [redacted], Upon receiving the condition report from the tenants at [redacted], Blacksburg, VA indicating roaches in the property, our inspector wrote on the report that a monthly spray was done. This monthly extermination is generated by the Park Place Homeowners Association. Our Maintenance Coordinator contacted the Homeowners Association to confirm this service was still available and told them of the problem in [redacted]. At that time a call was not made to the tenant. The phone call was made to the tenant’s father as he was the one that had contacted our office. We left a voicemail and asked that he please notify his daughter with the information. The Maintenance Coordinator contacted the Park Place Homeowners Association again along with the exterminator to let them know that our office had received another complaint specific to [redacted]. The exterminator and managing agent for the Association indicated that they would try to put this unit on an every two-week treatment schedule. It had to be approved by the Association, and Virginia law requires specific notification whenever chemicals are used. After that conversation, the Maintenance Coordinator contacted the tenant to let her know that she had left a voice mail for her father previously and also the information she has just received from the Park Place Homeowners Association. The tenant seemed very pleased and thanked her for following up. We are continuing to follow up with the Association and had no indication that our action was not sufficient for the tenant. Sincerely, [redacted] CMCA, AMS Property Manager

Review: My husband and I rented a townhouse with Townside Property Management last year. Our lease ended June 8, 2015. The second week of July we hadn't heard from Townside about our security deposit so my husband called to inquire about the status of our security deposit. They told him they wouldn't speak to us concerning this until 45 days after our lease ended, since they legally had 45 days to return it to us. July 23rd (the 45th day) my husband called to ask about the check, Townside said they the check was written June 13th and mailed. Even though we had moved out of town, it shouldn't take 40 days to get our check returned to us so we ask what our next steps were. They responded by saying we could call back the next day to see if the checks were returned in the mail. As you can imagine we weren't thrilled with this response since it all this time had past and time didn't seem to be the issue here, but we followed their instructions. After several days of this we requested another solution because this seemed monotonous to call everyday for whatever endless amount of time they wanted us to continue calling. However when we requested a new solution, miraculously they found the security deposit check and said it had been returned to them 2 days after our original call the second week of July and was just sitting in their office. So we sent an email authorizing one of my family members to come pick up the check since mailing it wasn't working out. When we got the check from my family we were disappointed to find it was only my husbands check (half of the amount they were to return to us). I called on July 27th to ask why they didn't give my check (the other half of the security deposit) to my family member as well and was told that they did not know where my check was and was told yet again to continue calling back to see if it was returned in the mail. I also requested they tell me the address in which they mailed my check which they replied they were too busy to look it up for me (they said they told my husband the address but considering the fact we signed separate leases and they failed to mention to us they only had his check when they lead us to believe they had both of our checks for my family to pick up, I'd say they are treating us as individuals and could answer my questions as well). I told them to call me back with the address at their convince, but never received a call back. So I called the next day, Tuesday July 28th, asking if they could void the check and issue me a new check, they said this wouldn't be possible until Friday because no one in their office was capable of reissuing a check that week. I called back Wednesday the 29th to ask if they had received my check back from the post office, they said they hadn't and I could just call on Monday (even though they told me Friday the day before) because that's when someone would be able to void and reissue me a new check. I called Monday August 3rd only to be told they were too busy to deal with my situation and that I could leave my number. I left my number, like I always do, but I do not expect a call back because I have yet to receive a return call after many times they have said they would call back. Now they have had 2 full business days since they said someone would be in the office to reissue a check to me yet I have heard nothing from them. I am getting the run around from Townside and have been for the last 2 months about this security deposit check. As a good tenant who was never late on any payments, deposits, or forms they needed, never missed a payment, and never had any issues with the townhouse we rented from them, I expect better customer service. I have been very pleasant and patient with them but they reciprocate with rude comments, ugly phone calls, ignoring and hanging up on us. I do not know what else I need to do to get them to reissue my security deposit check and I'm getting fed up waiting on them. I have even spoke with the front desk lady saying I would be willing to pay the fee to void the check (as long as someone can call and tell me what this charge would be and that it is a reasonable amount).Desired Settlement: I would like my security deposit check to be reissued and left in Townside's office so someone in my family can come pick it up for us.

Business

Response:

Sent From To Subject Tue 9:45 AM [redacted]' RE: You have a new message from the Roanoke Revdex.com Complaint ID: [redacted] Dear Revdex.com,

In response to your Revdex.com complaint #[redacted] for [redacted], we have verified the security deposit

check in the amount of $271.60 has not cleared our bank. The Bookkeeper

did a stop payment today and has re-issued the check. It will be

held in our office until the Ms. [redacted] sends someone by to pick it up.

We still have not received a return mailing on her check;

however, we did receive Mr. [redacted]. His representative picked up the

check which had the envelope that stated it was an insufficient address.

We used the address that they provided on both security deposit refund

checks. Our policy regarding the return of security deposits is outlined

in our Standard Vacating Checklist which is a part of the lease.

Again, the re-issued check for Ms. [redacted] will remain in our

office until it is picked up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am writing as a consumer to complain about the unethical, unsatisfactory and unprofessional behavior of Townside Property Management in trying to resolve health and safety issues concerning one of the apartment properties they manage. The property in question is at University Place Apartment Complex, [redacted], Blacksburg Virginia. The issue is a three bedroom apartment that three Virginia Tech college students unfortunately agreed to rent for the Fall 2013/Spring 2014 school year. Keys to the apartment were accepted approximately 2-5 August 2013 with the stipulation that all the problems identified would be fixed and carpet cleaned. Approximately 12 August one of the tenants went to the property management office to complain that the problems identified had not been fixed. With the VT college year beginning soon the tenant wanted it fixed prior to the other roommates arrival. You would think the property managers would ensure the apartment was move in ready prior to the start of the school year. This tenant stated she was treated harshly at the Townside Property Management office and they were rude and unprofessional and basically ignored her request for help in getting the items in the apartment fixed. On 20 August I arrived at the apartment. I was shocked at the condition of the apartment and the disgusting smell coming from it. I asked one of the roommates why none of the identified problems were fixed yet. This tenant was having problems with Townside Apartment’s management. I can’t believe this apartment wasn’t move-in ready especially with classes starting on 26 August. The management had more than enough time to fix the problems. This should have been routine fixes a professional property management company would know how to deal with. The problems consisted of damaged, soiled, and disgusting carpet that needed to be changed. As a concerned parent I was concerned for the safety and health of these tenants. The electrical wall outlets were so loose that you couldn’t even plug anything into them without risk of being electrocuted. There was water damage in one of the bedroom bathrooms where a shower head pipe was leaking and water damage could be seen on the wall. The shower pipe was wrapped in duct tape. It was also noticed that water was leaking above the shower from the apartment above. There was water leaking under the kitchen sink. The stove was missing a burner unit. I called Townside Property Management and asked to speak to a manager because this was unacceptable. A manager ([redacted]) came on the line and I explained all the problems of the apartment. I was definitely not happy. I voiced my concern for the safety and health of these students planning to live in this apartment. I explained about the foul odor and disgusting condition of the carpet. [redacted] stated the carpet was cleaned. I asked to get a copy of the receipt from her and that I would be by the office to pick it up. During the day on Tuesday, 20 Aug, we attempted to clean the apartment as best we could but the odor was so strong that I didn’t even want to be in the apartment. I rented a RugDoctor carpet cleaning machine to hopefully get the carpet cleaned and smelling better. I was able to get some spots removed but the carpet was in bad shape and the dirty water pulled from the carpet cleaning machine was nasty. I was convinced the carpet needed to be replaced. After leaving the apartment for the night you could just smell the odor on your own clothes. I knew then I needed to make a visit to the property manager’s office first thing in the morning. On Wednesday, 21 Aug, at approximately 0900, I went to the office to speak with [redacted]. I explained how disappointed I was that the apartment was not ready when we arrived. I explained how nasty the carpet was and the odor. [redacted] provided a receipt for the carpet cleaning done by [redacted] of Blacksburg VA on approximately 25 July. I honestly do not feel the carpet was cleaned. We showed [redacted] the pictures of the carpet and explained there is no way this was done by a professional cleaning service. I also informed [redacted] of all the other problems concerning water damage from the bedroom bathroom and all the electrical outlets being loose. I was afraid there would be mold and mildew issues with the water damage. I was concerned these students would get sick and I was concerned for their health and safety. [redacted] said she was sending a contractor out to the apartment and agreed to have the carpet cleaned again and she would make it a priority. While talking to [redacted], I asked if I could have the name of the owner of the property. [redacted] explained that each apartment has a different owner. She stated she couldn’t give me the owner’s name and number because that’s why they are in business to work the issues with the tenants so the owner doesn’t have too. According to the Virginia Residential Landlord Tenant Act Townside Property Management are required to provide the owner’s information in writing. I also asked [redacted] if the tenants could be moved to a different apartment if the carpet situation couldn’t be resolved. [redacted] stated because each apartment is owned by a different owner that this wasn’t possible. They have to give the owner a chance to fix the problems first. I wanted [redacted] to attempt to reason with the owner to change the carpet. I thanked [redacted] for listening and her understanding in this situation. I thought we may have a chance to get this resolved. Later that morning I met with the contractor who was there to fix some of the problems at the apartment. He did fix all the electrical outlets and the stove burner. He could not fix the water leaks and said a plumber needed to be called and that he would inform Townside Property Management. He also asked that I call Townside to report the water damage and report the water leaking from the apartment above. I called and left a telephone message on the Townside’s Maintenance manager’s phone about the problem and that it was serious. This contractor also commented about the musty smell from the carpet. By the end of the day I knew from the odor coming from the carpet that another carpet cleaning probably wouldn’t work. I decided to call [redacted] and voice my concern. [redacted] wasn’t available so I left a message on her answering machine. I explained that the odor was so bad that another cleaning probably wouldn’t work. To please reason with the owner to change the carpet because it was nasty and due to heavy traffic and abuse that there was no way it could be cleaned. I wanted to start the process early because of the time involved. While at the apartment I met an older gentleman who was working on an adjacent apartment and I started talking about our situation. This owner told me carpets should be replaced every two years because of the high volume of traffic, use, and abuse these carpets take from renters. This sounded reasonable to me. Later in the day when I was driving home I received a call from [redacted] said it wasn’t possible to change the carpet. [redacted] stated carpets should last for 10 years. She then stated the main room carpet was replaced in 2011. The hallway and bedroom carpets were replaced in 2007. She then stated the tenants only agreed to have the carpets cleaned and they could have requested the carpets to be replaced but they didn’t. I stated that if cleaning the carpets doesn’t clean the carpets then the carpets have not been cleaned. Therefore the good faith thing to do is replace the carpet with clean carpet. I felt Townside Property Management was taking advantage of the college students and not operating in good faith. Townside Property Management should replace the carpet. I’m amazed that as much money that is brought into this Blacksburg community that this business would treat these college students in this way. I told [redacted] if this couldn’t be resolved that she left me with no choice but to do everything possible as a consumer to contact the Virginia Department of Health and Safety, Virginia Department of Housing, and file a complaint with the Virginia Revdex.com. [redacted] stated she would have her manager contact me. I was later contacted by [redacted] (manager). I explained everything that I explained to [redacted]. I asked for [redacted]’s assistance to get this matter resolved with the owner. I asked her if she would please work with the owner to get the carpet replaced. [redacted] then went into how it wasn’t necessary because the carpet wasn’t over 10 years old. I asked [redacted] if she had the power and authority to resolve this problem. She said she did not. What kind of manager doesn’t have the power and authority to make these kinds of decisions? I felt [redacted] should attempt to work out these types of issues but she refused. [redacted] then stated the owner had died and that the apartment was part of an Estate and she couldn’t do anything. I explained that’s not my problem. Just because the owner dies doesn’t mean you ignore the problem and stick it to the renters. [redacted] could have easily come up with a solution but refused to listen. I again repeated to [redacted] that if the second carpet cleaning did not work that she left me no choice but to seek assistance through Virginia Department of Health and Safety, Virginia Department of Housing, and file a complaint with the Virginia Revdex.com. [redacted] became defiant and rude and basically stated there was nothing she could do and go ahead and try to use these agencies. On Thursday, 22 Aug, the plumbers came out to the apartment and fixed the leaking shower pipes and tore out the sheetrock to look for mold and mildew. They also went into the apartment above to fix the leaking water that was dripping down into their apartment. The plumbers stated the walls were damp but there was no mold or mildew. So now the only problem left to deal with and get fixed was the carpet. On Thursday, 22 Aug, the same carpet cleaner that did the apartment back on 25 July was there again to re-clean the carpet. The carpet cleaning guy stated the carpet is so bad that it should be replaced and that he probably couldn’t get it cleaned. He then installed two dehumidifiers to get the moisture and humidity out of the air and carpet. He said that it may take a day or two. He decided to let the dehumidifiers run over the weekend and return next week to attempt to clean and deodorize the carpet. From 20-28 Aug the tenants have been unable to live in the apartment because of the foul odor and noise of the dehumidifiers. Finally, [redacted] of Blacksburg returned on 28 Aug to clean and deodorize the carpets. It looks like the second cleaning worked well enough for the bedrooms and hallway but the living/room front entrance area was still bad and an odor was still noticeable. The living/room front entrance carpet was supposedly replaced in 2011 and it was the worst and this section should be replaced again. One of the managers of Townside even stated the previous tenants were one of the worsts they ever had in the complex. This would have been important information to know when the students were looking at the apartment. This just goes to show how bad the previous tenants treated the property and there is no telling what was done to the carpet or what was spilled on the carpet if two cleanings by a professional carpet service can’t fix it. I do not feel this situation has been handled professionally by Townside Property Management and the owner of the apartment. I’m sure other apartment owners within this complex will not be happy to read about this negative report in the Revdex.com. It could have all been avoided if [redacted] would have replaced the carpet or at least the carpet in the main entrance area. Any future renters looking to rent in this apartment complex should think twice and they need to know the problems I faced with Townside Property Management. Since this situation, I have reviewed The Virginia Residential Landlord Tenant Act and found that Townside Property Management in violation of the following: 55-248.12. Disclosure A. The landlord or any person authorized to enter into a rental agreement on his behalf shall disclose to the tenant in writing at or before the commencement of the tenancy the name and address of: 1. The person or persons authorized to manage the premises; and 2. An owner of the premises or any other person authorized to act for and on behalf of the owner, for the purposes of service of process and receiving and receipting for notices and demands. 55-248.13. Landlord to maintain fit premises. A. The landlord shall: 1. Comply with the requirements of applicable building and housing codes materially affecting health and safety; 2. Make all repairs and do whatever is necessary to put and keep the premises in a fit and habitable condition; 3. Keep all common areas shared by two or more dwelling units of the premises in a clean and structurally safe condition; 4. Maintain in good and safe working order and condition all electrical, plumbing, sanitary, heating, ventilating, air-conditioning and other facilities and appliances, including elevators, supplied or required to be supplied by him; 5. Maintain the premises in such a condition as to prevent the accumulation of moisture and the growth of mold, and to promptly respond to any notices from a tenant as provided in subdivision A 10 of § 55-248.16; 6. Provide and maintain appropriate receptacles and conveniences, in common areas, for the collection, storage, and removal of ashes, garbage, rubbish and other waste incidental to the occupancy of two or more dwelling units and arrange for the removal of same; and 7. Supply running water and reasonable amounts of hot water at all times and reasonable air conditioning if provided and heat in season except where the dwelling unit is so constructed that heat, air conditioning or hot water is generated by an installation within the exclusive control of the tenant or supplied by a direct public utility connection. In Summary: If three attempts to clean the carpet did not resolve the problem and a foul odor still remains then the carpet is not clean and should be replaced. If the front entrance/living area carpet is replaced by the owner as suggested then I would consider this problem resolved. Photos available of carpet spots and dirty water pulled when cleaned with the RugDoctor machine.Desired Settlement: The disgusting carpet that couldn't be cleaned by a professional cleaning company would be replaced.

Business

Response:

Date Sent: 9/11/2013 3:17:48 PMPlease see attached response to the above mentioned complaint. Have a nice day, [redacted] Upon moving into [redacted], Blacksburg VA on August 2, 2013 the condition report and keys were picked up from our office by one of the tenants. It was explained to that tenant that the condition report needed to be completed and returned to our office within 5 days including the day the report was received. It was further explained that the tenant needed to go thru the entire unit and note anything that needed to be fixed and that they did not want to be charged for at the end of the lease. The condition report was returned to our office on August 6, 2013 with only a few things noted on the report. On August 12 the tenants came to the office indicating that the carpets were not cleaned and needed to be replaced. It was explained to the tenants that the carpets were in-fact cleaned and the inspector noted that the carpet did have some stains. It was explained to the tenants that after turning in their condition report and the time frame of 10days had lapsed before a complaint about the carpet and smell was given, we would be willing to re-clean the carpets. It was also explained to the tenants that this was a courtesy to the tenants to have them cleaned a second time. As Virginia law states the condition report is to be completed within five days . It is stated in the complaint that the tenants and parents of this unit were told by our contractor that the carpets needed to be replaced. The contactor reported to our office that the carpets were saturated with water and the smell was coming from the saturated carpets, candles and plug-ins that the tenants were using. The tenants and one of the parents disclosed to townside that they had rented a rug doctor and tried cleaning the carpets themselves. It was then that [redacted] was sent back to dry the saturated carpets and place a dehumidifier in the property to absorb the dampness. At no time did this contractor say to the tenants that carpets needed to be replaced. It was explained to them that a smell could be detected as the carpets were in the drying process and once dried and re –cleaned there would be no smell. Since the carpets were replaced in 2007 and the living room carpet was again replaced in 2011, the owner did not approve carpet replacement in this unit. Unfortunately, the owner is deceased and the property is being held in an estate and the estate has also declined to have the carpets replaced at this time. The life expectancy of the carpet is 8 years and the owner felt that the condition of the carpet was well with-in range to not be replaced at this time. At no time do we ever tell our tenants that carpets are replaced every two years. When the tenants were shown this property no promise of carpet replacement was given and it was stated that touch-up painting would be done along with carpet cleaning, general cleaning and general repairs. We are a fee based management company who work for the owners of the property and we adhere to their instructions on replacement of carpets and other issues for their properties. It was stated that was concerns regarding the water leak and the shower head being duct taped. Both issues have been resolved and was noted on the condition report. Thank you. Sincerely, [redacted] Property Manager

Business

Response:

Please see attached response to the above mentioned complaint. Have a nice day, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was no offer to replace the bad carpet. In typical fashion this business has attempted to rephrase the complaint to place blame on the tenants. In the complaint I stated the odor from the carpet was noticeable before any attempts were made by the tenants to clean it. The tenants started to use candles and plug-ins in an attempt to make it livable and hide the bad odor. The use of the candles and plug-ins was because there was no guarantee the property manager would do anything about the carpet. It wasn't until I complained in person and showed the pictures of the dirty carpet that Townside Management agreed to do a second carpet cleaning. When [redacted] returned to clean the carpet the second time one of the cleaners did tell the tenants that the carpet should be replaced. Maybe, if [redacted] would have done it right the first time we wouldn't be in this situation. I have included attached photos to show how bad the carpet looked before [redacted] came out the second time. If the owner and if someone from Townside management would have come to the apartment to verify the complaint they would have seen the condition and would see how the carpet warranted replacement. In my complaint I talk about a discussion I had with an owner of one of the apartments and how this owner is the one who stated to me that carpets in bad shape should be replaced every two years. The Townside response letter states when they showed the property to the tenants they agreed to have the carpet cleaned. My argument is if it takes [redacted] two attempts to clean the carpet and it doesn't work then to me that carpet is not clean and should have been replaced. Maybe they should look at another carpet cleaning company. Regards,[redacted]

Review: Rented from them last year, many attempts to receive maintenance on our house that was guaranteed service that never happened or would take weeks for them to have anyone even show up. Also paid in full between four roommates $1200 as a security deposit, which we received nothing back from that. I personally paid an additional $1200 as my rentors guarantor which they assured I would receive back at the end of the year, and charged an additional $950 dollars in "damages". Totaling to $3350 in damages to an apartment that comes unfurnished. When I contacted the company and asked for a receipt of purchase and an Income Statement regarding the damages, none could be provided or "found" was the word they used. Now if you check their reviews on google, I am most definitely not the only one to share this complaint and have such a negative views towards this company.Desired Settlement: I undoubtedly know that this agency is responsible for providing a statement of exact charges that some how totaled almost $3500 dollars to an apartment that was already extremely sub par.

Business

Response:

I am in receipt of the complaint that was received as indicated below. I have attached for your review an email that was sent to us yesterday by [redacted] requesting documents to back his security deposit refund. I told him that I would be glad to send him copies of all invoices, pictures and a copy of his lease. You will also find an email that I sent to Mr. [redacted] this morning showing five attachments which included all the documents that he requested along with his lease. Our policy is that all disputes concerning security deposits must be in writing so that we can respond back in writing documenting why the charges were placed against the security deposit. Mr. [redacted] was never told that he could not receive the documentation I assured him myself on the phone yesterday that he would receive an email from us today with all the documents requested. As I tried to explain more to Mr. [redacted] our policy he started to curse at me and I explained to him that I would not be talked to that way and he again would receive the documents the next day. He proceed to use language with me and hung up the phone without me explaining the entire process to him. I did explain to him in the email this morning that all disputes would need to be in writing with us responding in writing as to why the charges have been charged against the deposit. With his complaint regarding the unit and work being done during the lease, none of this was discussed in the phone conversation yesterday. Regarding the extra deposit in lieu of Guarantor it is explained to the tenants that if they do not qualify and cannot obtain a qualifying guarantor then an additional deposit can be made and held for the entire time of the lease. Should the damages not exceed the first initial deposit then a full refund would be made. Should damages exceed that first deposit then we use the additional deposit to be made towards the damages. In this case damages did exceed both deposits with money still being owed. Should you need any further information please let me know. Thanking you in advance, [redacted]

Review: I signed the lease and paid the full deposit by a check in my name for unit [redacted] last year in the amount for $975. The amount was taken from my account by Townside on February 6, 2014. I then found 3 roommates to live with me and they each signed the lease and paid me back these people did not pay Townside. Then my plans changed and I found a person to replace my and [redacted] spot on the lease. This was not a sublease it was a roommate change. Townside splits the deposit four ways if preferred so the replacement roommates needed to pay $243.75 each to replace the amount of the deposit that should be returned to [redacted] and I for not continuing on the lease. [redacted] and I never lived at this unit.

I was told in August that my and [redacted]'s deposit would be refunded as soon as each new tenant paid a new deposit in the amount of $243.75 each. One person did pay the new deposit and I was there when she paid it. The second person was told to pay the new deposit by the lease start date in August but she did not actually pay the new deposit amount until November. I called in September and was told that both deposits were paid and [redacted] and I would receive our check within 45 days. 45 days later in November I called again and they said they had not received the check for the second deposit. I then called the replacement roommat,e, [redacted] and she said she made a new payment on November 19, 2014 to correct this AND notified Townside that she had done so. I called a week later to verify that everything was taken care of. I was told that everything was taken care of and that the deposit refunds were being processed and would be in my mailbox within 45 days. [redacted] called, too at the end of Novemvber and they told her that the check HAD NOT been received. I called again in the beginning of December. They said this time they had never received proof of payment. I talked to the subleasee again, who called Townside who told her that they HAD received payment and proof. This cycle continues until today January 28. [redacted] told me she called today and said that my deposit would not be returned until the end of their lease in July. I have been lied to numerous times since September. Each time I call they tell me something different. Each time I go in to speak to a manager they are not available and ask me to speak with an associate. Each time [redacted] calls they tell her something different than they told me on a call earlier/later in the day. Each time the subleasee calls they tell her something different as well. I have been lied to repeatedly and I have seen the receipt of payment for the new deposit from [redacted] and a written statement that she notified them what it was for and Townside is still lying and withholding my and [redacted]'s $243.75 each. This was not a sublease and therefore I should not have had my money withheld since in a roommate change it is not a sublease.Desired Settlement: I would like the amount owed to both [redacted] and me to be sent to us by February 18, 2015. The amount is $243.75 each. I would also like a written apology for lying repeatedly to both [redacted] and I. We are full time college students and such a small amount is quite large to us.

Business

Response:

I received this complaint and my leasing manager is in the process of responding. Thanks, [redacted] Townside Property Mgmt

Business

Response:

I received the dispute letter regarding the property at [redacted] This is in regard to a roommate change on the lease. Our policy when doing a roommate all money has to be received from the in-coming and the lease signed and everything completed on them before any money can be released. I understand that they have been calling for several months about this and it was explained each time that everything had not been completed. I have checked with the bookkeeper after reviewing the entire file and as of January all the paper work had been completed. The money that we had been waiting on was not received until the end of November and guarantor form received in January to complete this lease. We will have the checks available by next Friday February 13th to be mailed or picked up in our office by both tenants. I do apologize that this response has taken so long to be sent to you. By copy of this letter by email to the [redacted] I am asking that she please contact the office to let me know if they would like to stop by the office next Friday to pick up the checks or if they wish to have them mailed. I do have a mailing address for [redacted], however, I do not have a forwarding address or phone number for [redacted] to notify her of this. [redacted], I do apologize that you have not received the money before now or given correct information in our office. Looking at the ledger you spoke with [redacted] most of the time and she is no longer employed with our office so I had to discuss with several other employees and our bookkeeper to get the correct information before contacting you. Again if you could please call the office and speak with me on how you wish to receive the money next week. Thanking you both in advance,Thank you.Sincerely,[redacted]cc: [redacted] by email

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,