Tree Apartments

To Whom It May Concern: This letter is in reference to complaint ID number [redacted] The complainant stated that she paid a $non-refundable depositPer our records, this information is incorrectUpon applying for an apartment, she was charged a $application fee and a $administrative feeThe complainant paid $on February 16, when she applied online for her apartmentWe applied a credit of $that same day for the application fee as that was a lease special we were running at the timeShe then paid $towards her refundable $deposit on February 20, and used the $credit for the remaining money owed towards the depositi have included her ledger showing thisThe complainant signed her notice to vacate on January 26, along with a move out document stating that she needed to turn in apartment keys, mailbox keys, key fob, parking permit, and pool wristbands on or before her move out date of March 26, She initialed this requirement as well as the corresponding charge for each item that is not turned in by her move out dateIt states that the charge for her parking permit is $it also states this charge in her lease contract in the Community Policies/Master Addendum on page paragraph We have a record of a phone call she made to our office on April 11, asking if she could turn in the parking permitThis was days after it was due to our officeThe complainant also said that our employee Nathalie stated it was the law and apartment policy to turn everything in at the same timeWe do have this call recorded and it is a fabrication that Nathalie said it was the lawShe did state, however, that it is our policy to turn everything in at the same time which is also stated on the signed document the complainant filled outEach resident pays $per month for pest control as stated in the lease contract Community Policies/Master Addendum on page paragraph The service is here every Tuesday and does exterior treatments weekly throughout the communityThe service is available for residents weekly as long as they let us know they need treatment inside their homeAs stated in the lease contract Community Policies/Master Addendum on page paragraph 22, the resident must request extermination treatments in addition to those regularly provided by management in writingThe complainant is able to submit this request to us on the website using her online account, She utilized the online system for out of her service requests throughout her leaseOne of which was an online request for pest control on August 11, which was completed for herThe complainant stated she was charged twice when she called for service_ This is not accurateThere is a $charge per month for pest control no ***er how frequent or infrequent the resident utilizes this serviceThey are not charged an additional fee when they utilize the service unless it is for fleasI have included a copy of her ledger showing thisWhen someone moves out of an apartment, we pay for the basic shampoo of the carpet which covers wear and tearAny additional treatment that the company needs to use to save the carpet is charged back to the residentI have included a copy of the charges we were assessed for her apartmentYou can see that she was charged $for the carpet scrub for heavily soiled areas and was not charged the $fee for the steam clean, deodorize, and degreaserWe use a company, Valet Trash, to pick up trash Sunday-Thursday for $per monthThe complainant stated that on two occasions her trash was not picked upUnfortunately, the complainant did not inform us of the skipped service so we were unaware or it and unable to address it with the valet trash companyThe complainant states that her wishes are to receive her $back upon turning in her parking stickerUnfortunately, due to the signed agreement we have on file that stated it must be turned in by March 26, we cannot waive this charge_ She also stated that she spoke with [redacted] at the leasing office on March 25, [redacted] has not worked at tree since December I have reached out to the complainant to discuss her concerns but she has not returned my callPlease contact me if you need further information from usThank you for your time [redacted] ***

To Whom It May Concern: This letter is in reference to complaint ID number [redacted] The complainant stated that she paid a $non-refundable depositPer our records, this information is incorrectUpon applying for an apartment, she was charged a $application fee and a $administrative feeThe complainant paid $on February 16, when she applied online for her apartmentWe applied a credit of $that same day for the application fee as that was a lease special we were running at the timeShe then paid $towards her refundable $deposit on February 20, and used the $credit for the remaining money owed towards the depositi have included her ledger showing thisThe complainant signed her notice to vacate on January 26, along with a move out document stating that she needed to turn in apartment keys, mailbox keys, key fob, parking permit, and pool wristbands on or before her move out date of March 26, She initialed this requirement as well as the corresponding charge for each item that is not turned in by her move out dateIt states that the charge for her parking permit is $it also states this charge in her lease contract in the Community Policies/Master Addendum on page paragraph We have a record of a phone call she made to our office on April 11, asking if she could turn in the parking permitThis was days after it was due to our officeThe complainant also said that our employee Nathalie stated it was the law and apartment policy to turn everything in at the same timeWe do have this call recorded and it is a fabrication that Nathalie said it was the lawShe did state, however, that it is our policy to turn everything in at the same time which is also stated on the signed document the complainant filled outEach resident pays $per month for pest control as stated in the lease contract Community Policies/Master Addendum on page paragraph The service is here every Tuesday and does exterior treatments weekly throughout the communityThe service is available for residents weekly as long as they let us know they need treatment inside their homeAs stated in the lease contract Community Policies/Master Addendum on page paragraph 22, the resident must request extermination treatments in addition to those regularly provided by management in writingThe complainant is able to submit this request to us on the website using her online account, She utilized the online system for out of her service requests throughout her leaseOne of which was an online request for pest control on August 11, which was completed for herThe complainant stated she was charged twice when she called for service_ This is not accurateThere is a $charge per month for pest control no ***er how frequent or infrequent the resident utilizes this serviceThey are not charged an additional fee when they utilize the service unless it is for fleasI have included a copy of her ledger showing this.When someone moves out of an apartment, we pay for the basic shampoo of the carpet which covers wear and tearAny additional treatment that the company needs to use to save the carpet is charged back to the residentI have included a copy of the charges we were assessed for her apartmentYou can see that she was charged $for the carpet scrub for heavily soiled areas and was not charged the $fee for the steam clean, deodorize, and degreaser.We use a company, Valet Trash, to pick up trash Sunday-Thursday for $per monthThe complainant stated that on two occasions her trash was not picked upUnfortunately, the complainant did not inform us of the skipped service so we were unaware or it and unable to address it with the valet trash company.The complainant states that her wishes are to receive her $back upon turning in her parking stickerUnfortunately, due to the signed agreement we have on file that stated it must be turned in by March 26, we cannot waive this charge_ She also stated that she spoke with [redacted] at the leasing office on March 25, [redacted] has not worked at tree since December 2015.I have reached out to the complainant to discuss her concerns but she has not returned my callPlease contact me if you need further information from usThank you for your time[redacted] ***

Complaint: [redacted] I am rejecting this response because:These terms were not explained to me the way it was written in this responseYes, I should've went through line by line with the apt manager when I signed the leaseThat is one thing I've learned through this experience. Concerning the recorded phone call, I was told it was company policy and it could not be changed, I wasn't using quotes when I wrote the complaint and did not say that the conversation was verbatim, my point of this complaint was to bring light to the fact that there were extenuating circumstances as to why I was not able to drop off my parking permit on that day and if the goal was to just obtain the parking pass back, I had the pass and would've liked to have returned it and receive my monies backAs well as to make sure everyone was aware that what they charge in rent does not match what they deliver on.As far as the other complaints; I was told that pest control in the building was "covered" when I moved inApparently took that the wrong wayI was also told that my deposit was refundable based on the conditions of my apt, hence why I asked to have a walk through before I moved out so I could tend to anything that I needed toThis is why I also took many picturesI was told "they don't do this", his name wasn't "***", ok, "A" gentleman said this to meAll the other explanations are irrelevant at this point as I don't live there and the excuses don't solve the problem Again, this is a poorly managed business coming from a tenant who paid my bills on time and did not cause any issues for the property and had to put up with their problems as a result of living there. They do not understand that humans can have extenuating circumstances and there may be a way to make things right. I have not received a single phone call from anyone calling on behalf of Tree apartmentsI had never received a response after I sent them my forwarding address and asked for confirmation of receiptNor did I receive a response when I followed up to make sure they received the key I left them at the front desk. Regards, [redacted] Regards, [redacted]

We stand by our original responseIt is unfortunate that the complainant feels we are being unfairFrom our standpoint, we are just holding the resident accountable to the legally binding documents that she signedWe feel that she had the opportunity to turn in her parking permit with her keys and other move out items and she failed to do so

To Whom It May Concern: This letter is in reference to complaint ID number ***The complainant stated that she paid a $non-refundable depositPer our records, this information is incorrectUpon applying for an apartment, she was charged a $application fee and a $administrative
feeThe complainant paid $on February 16, when she applied online for her apartmentWe applied a credit of $that same day for the application fee as that was a lease special we were running at the timeShe then paid $towards her refundable $deposit on February 20, and used the $credit for the remaining money owed towards the depositi have included her ledger showing thisThe complainant signed her notice to vacate on January 26, along with a move out document stating that she needed to turn in apartment keys, mailbox keys, key fob, parking permit, and pool wristbands on or before her move out date of March 26, She initialed this requirement as well as the corresponding charge for each item that is not turned in by her move out dateIt states that the charge for her parking permit is $it also states this charge in her lease contract in the Community Policies/Master Addendum on page paragraph We have a record of a phone call she made to our office on April 11, asking if she could turn in the parking permitThis was days after it was due to our officeThe complainant also said that our employee Nathalie stated it was the law and apartment policy to turn everything in at the same timeWe do have this call recorded and it is a fabrication that Nathalie said it was the lawShe did state, however, that it is our policy to turn everything in at the same time which is also stated on the signed document the complainant filled outEach resident pays $per month for pest control as stated in the lease contract Community Policies/Master Addendum on page paragraph The service is here every Tuesday and does exterior treatments weekly throughout the communityThe service is available for residents weekly as long as they let us know they need treatment inside their homeAs stated in the lease contract Community Policies/Master Addendum on page paragraph 22, the resident must request extermination treatments in addition to those regularly provided by management in writingThe complainant is able to submit this request to us on the website using her online account, She utilized the online system for out of her service requests throughout her leaseOne of which was an online request for pest control on August 11, which was completed for herThe complainant stated she was charged twice when she called for service_ This is not accurateThere is a $charge per month for pest control no ***er how frequent or infrequent the resident utilizes this serviceThey are not charged an additional fee when they utilize the service unless it is for fleasI have included a copy of her ledger showing this.When someone moves out of an apartment, we pay for the basic shampoo of the carpet which covers wear and tearAny additional treatment that the company needs to use to save the carpet is charged back to the residentI have included a copy of the charges we were assessed for her apartmentYou can see that she was charged $for the carpet scrub for heavily soiled areas and was not charged the $fee for the steam clean, deodorize, and degreaser.We use a company, Valet Trash, to pick up trash Sunday-Thursday for $per monthThe complainant stated that on two occasions her trash was not picked upUnfortunately, the complainant did not inform us of the skipped service so we were unaware or it and unable to address it with the valet trash company.The complainant states that her wishes are to receive her $back upon turning in her parking stickerUnfortunately, due to the signed agreement we have on file that stated it must be turned in by March 26, we cannot waive this charge_ She also stated that she spoke with *** at the leasing office on March 25, *** has not worked at tree since December 2015.I have reached out to the complainant to discuss her concerns but she has not returned my callPlease contact me if you need further information from usThank you for your time.*** ***

Complaint: ***
I am rejecting this response because:These terms were not explained to me the way it was written in this responseYes, I should've went through line by line with the apt manager when I signed the leaseThat is one thing I've learned through this experience.? Concerning the recorded phone call, I was told it was company policy and it could not be changed, I wasn't using quotes when I wrote the complaint and did not say that the conversation was verbatim, my point of this complaint was to bring light to the fact that there were extenuating circumstances as to why I was not able to drop off my parking permit on that day and if the goal was to just obtain the parking pass back, I had the pass and would've liked to have returned it and receive my monies backAs well as to make sure everyone was aware that what they charge in rent does not match what they deliver on.As far as the other complaints; I was told that pest control in the building was "covered" when I moved inApparently took that the wrong wayI was also told that my deposit was refundable based on the conditions of my apt, hence why I asked to have a walk through before I moved out so I could tend to anything that I needed toThis is why I also took many picturesI was told "they don't do this", his name wasn't "***", ok, "A" gentleman said this to meAll the other explanations are irrelevant at this point as I don't live there and the excuses don't solve the problem? Again, this is a poorly managed business coming from a tenant who paid my bills on time and did not cause any issues for the property and had to put up with their problems as a result of living there.? They do not understand that humans can have extenuating circumstances and there may be a way to make things right.? I have not received a single phone call from anyone calling on behalf of Tree apartmentsI had never received a response after I sent them my forwarding address and asked for confirmation of receiptNor did I receive a response when I followed up to make sure they received the key I left them at the front desk.? Regards,*** ***
Regards,
*** ***

We stand by our original responseIt is unfortunate that the complainant feels we are being unfairFrom our standpoint, we are just holding the resident accountable? to the legally binding documents that she signedWe feel that she had the opportunity to turn in her parking permit with her keys and other move out items and she failed to do so

To Whom It May Concern:
letter-spacing: -0.25pt;">This letter is in reference to complaint ID number [redacted]. The complainant stated that she paid a $475 non-refundable deposit. Per our records, this information is incorrect. Upon applying for an apartment, she was charged a $75 application fee and a $200 administrative fee. The complainant paid $275 on February 16, 2015 when she applied online for her apartment. We applied a credit of $75 that same day for the application fee as that was a lease special we were running at the time. She then paid $425 towards her refundable $500 deposit on February 20, 2016 and used the $75 credit for the remaining money owed towards the deposit. I have included her ledger showing this. The complainant signed her notice to vacate on January 26, 2016 along with a move out document stating that she needed to turn in 2 apartment keys, 2 mailbox keys, 1 key fob, 1 parking permit, and 3 pool wristbands on or before her move out date of March 26, 2016. She initialed this requirement as well as the corresponding charge for each item that is not turned in by her move out date. It states that the charge for her parking permit is $100. it also states this charge in her lease contract in the Community Policies/Master Addendum on page 4 paragraph 18. We have a record of a phone call she made to our office on April 11, 2016 asking if she could turn in the parking permit. This was 16 days after it was due to our office. The complainant also said that our employee Nathalie stated it was the law and apartment policy to turn everything in at the same time. We do have this call recorded and it is a fabrication that Nathalie said it was the law. She did state, however, that it is our policy to turn everything in at the same time which is also stated on the signed document the complainant filled out. Each resident pays $5 per month for pest control as stated in the lease contract Community Policies/Master Addendum on page 5 paragraph 22. The service is here every Tuesday and does exterior treatments weekly throughout the community. The service is available for residents weekly as long as they let us know they need treatment inside their home. As stated in the lease contract Community Policies/Master Addendum on page 6 paragraph 22, the resident must request extermination treatments in addition to those regularly provided by management in writing. The complainant is able to submit this request to us on the website using her online account, She utilized the online system for 4 out of her 5 service requests throughout her lease. One of which was an online request for pest control on August 11, 2015 which was completed for her. The complainant stated she was charged twice when she called for service_ This is not accurate. There is a $5 charge per month for pest control no [redacted]er how frequent or infrequent the resident utilizes this service. They are not charged an additional fee when they utilize the service unless it is for fleas. I have included a copy of her ledger showing this.
When someone moves out of an apartment, we pay for the basic shampoo of the carpet which covers normal wear and tear. Any additional treatment that the company needs to use to save the carpet is charged back to the resident. I have included a copy of the charges we were assessed for her apartment. You can see that she was charged $25 for the carpet scrub for heavily soiled areas and was not charged the $35 fee for the steam clean, deodorize, and degreaser.
We use a company, Valet Trash, to pick up trash Sunday-Thursday for $30 per month. The complainant stated that on two occasions her trash was not picked up. Unfortunately, the complainant did not inform us of the skipped service so we were unaware or it and unable to address it with the valet trash company.
The complainant states that her wishes are to receive her $100 back upon turning in her parking sticker. Unfortunately, due to the signed agreement we have on file that stated it must be turned in by March 26, 2016 we cannot waive this charge_ She also stated that she spoke with [redacted] at the leasing office on March 25, 2015. [redacted] has not worked at tree since December 2015.
I have reached out to the complainant to discuss her concerns but she has not returned my call. Please contact me if you need further information from us. Thank you for your time.
[redacted]

Complaint: [redacted]
I am rejecting this response because:These terms were not explained to me the way it was written in this response. Yes, I should've went through line by line with the apt manager when I signed the lease. That is one thing I've learned through this experience. Concerning the recorded phone call, I was told it was company policy and it could not be changed, I wasn't using quotes when I wrote the complaint and did not say that the conversation was verbatim, my point of this complaint was to bring light to the fact that there were extenuating circumstances as to why I was not able to drop off my parking permit on that day and if the goal was to just obtain the parking pass back, I had the pass and would've liked to have returned it and receive my monies back. As well as to make sure everyone was aware that what they charge in rent does not match what they deliver on.As far as the other complaints; I was told that pest control in the building was "covered" when I moved in. Apparently took that the wrong way. I was also told that my deposit was refundable based on the conditions of my apt, hence why I asked to have a walk through before I moved out so I could tend to anything that I needed to. This is why I also took many pictures. I was told "they don't do this", his name wasn't "[redacted]", ok, "A" gentleman said this to me. All the other explanations are irrelevant at this point as I don't live there and the excuses don't solve the problem.  Again, this is a poorly managed business coming from a tenant who paid my bills on time and did not cause any issues for the property and had to put up with their problems as a result of living there. They do not understand that humans can have extenuating circumstances and there may be a way to make things right. I have not received a single phone call from anyone calling on behalf of Tree apartments. I had never received a response after I sent them my forwarding address and asked for confirmation of receipt. Nor did I receive a response when I followed up to make sure they received the key I left them at the front desk. Regards,[redacted]
Regards,
[redacted]

To Whom It May Concern: This letter is in reference to complaint ID number [redacted]. The complainant stated that she paid a $475 non-refundable deposit. Per our records, this information is incorrect. Upon applying for an apartment, she was charged a $75 application fee and a $200 administrative...

fee. The complainant paid $275 on February 16, 2015 when she applied online for her apartment. We applied a credit of $75 that same day for the application fee as that was a lease special we were running at the time. She then paid $425 towards her refundable $500 deposit on February 20, 2016 and used the $75 credit for the remaining money owed towards the deposit. I have included her ledger showing this. The complainant signed her notice to vacate on January 26, 2016 along with a move out document stating that she needed to turn in 2 apartment keys, 2 mailbox keys, 1 key fob, 1 parking permit, and 3 pool wristbands on or before her move out date of March 26, 2016. She initialed this requirement as well as the corresponding charge for each item that is not turned in by her move out date. It states that the charge for her parking permit is $100. it also states this charge in her lease contract in the Community Policies/Master Addendum on page 4 paragraph 18. We have a record of a phone call she made to our office on April 11, 2016 asking if she could turn in the parking permit. This was 16 days after it was due to our office. The complainant also said that our employee Nathalie stated it was the law and apartment policy to turn everything in at the same time. We do have this call recorded and it is a fabrication that Nathalie said it was the law. She did state, however, that it is our policy to turn everything in at the same time which is also stated on the signed document the complainant filled out. Each resident pays $5 per month for pest control as stated in the lease contract Community Policies/Master Addendum on page 5 paragraph 22. The service is here every Tuesday and does exterior treatments weekly throughout the community. The service is available for residents weekly as long as they let us know they need treatment inside their home. As stated in the lease contract Community Policies/Master Addendum on page 6 paragraph 22, the resident must request extermination treatments in addition to those regularly provided by management in writing. The complainant is able to submit this request to us on the website using her online account, She utilized the online system for 4 out of her 5 service requests throughout her lease. One of which was an online request for pest control on August 11, 2015 which was completed for her. The complainant stated she was charged twice when she called for service_ This is not accurate. There is a $5 charge per month for pest control no [redacted]er how frequent or infrequent the resident utilizes this service. They are not charged an additional fee when they utilize the service unless it is for fleas. I have included a copy of her ledger showing this.When someone moves out of an apartment, we pay for the basic shampoo of the carpet which covers normal wear and tear. Any additional treatment that the company needs to use to save the carpet is charged back to the resident. I have included a copy of the charges we were assessed for her apartment. You can see that she was charged $25 for the carpet scrub for heavily soiled areas and was not charged the $35 fee for the steam clean, deodorize, and degreaser.We use a company, Valet Trash, to pick up trash Sunday-Thursday for $30 per month. The complainant stated that on two occasions her trash was not picked up. Unfortunately, the complainant did not inform us of the skipped service so we were unaware or it and unable to address it with the valet trash company.The complainant states that her wishes are to receive her $100 back upon turning in her parking sticker. Unfortunately, due to the signed agreement we have on file that stated it must be turned in by March 26, 2016 we cannot waive this charge_ She also stated that she spoke with [redacted] at the leasing office on March 25, 2015. [redacted] has not worked at tree since December 2015.I have reached out to the complainant to discuss her concerns but she has not returned my call. Please contact me if you need further information from us. Thank you for your time.[redacted]

Complaint: [redacted]
I am rejecting this response because:
These terms were not explained to me the way it was written in this response. Yes, I should've went through line by line with the apt manager when I signed the lease. That is one thing I've learned through this experience. 
Concerning the recorded phone call, I was told it was company policy and it could not be changed, I wasn't using quotes when I wrote the complaint and did not say that the conversation was verbatim, my point of this complaint was to bring light to the fact that there were extenuating circumstances as to why I was not able to drop off my parking permit on that day and if the goal was to just obtain the parking pass back, I had the pass and would've liked to have returned it and receive my monies back. As well as to make sure everyone was aware that what they charge in rent does not match what they deliver on.
As far as the other complaints; I was told that pest control in the building was "covered" when I moved in. Apparently took that the wrong way. I was also told that my deposit was refundable based on the conditions of my apt, hence why I asked to have a walk through before I moved out so I could tend to anything that I needed to. This is why I also took many pictures. I was told "they don't do this", his name wasn't "[redacted]", ok, "A" gentleman said this to me. All the other explanations are irrelevant at this point as I don't live there and the excuses don't solve the problem.  
Again, this is a poorly managed business coming from a tenant who paid my bills on time and did not cause any issues for the property and had to put up with their problems as a result of living there. 
They do not understand that humans can have extenuating circumstances and there may be a way to make things right. 
I have not received a single phone call from anyone calling on behalf of Tree apartments. I had never received a response after I sent them my forwarding address and asked for confirmation of receipt. Nor did I receive a response when I followed up to make sure they received the key I left them at the front desk. 
Regards,[redacted]
Regards,
[redacted]