Ultris Rancho del Oro

Hello [redacted], Not certain how to “respond” without speaking poorly of the resident… When you deal with people’s finances, things can escalate quickly and as you could probably imagine, people get very passionate. But, this is what happened; The resident called regarding a late fee and “over...

charged” utilities on her move out statement.  I tried to help her only to be interrupted and hollered at.  If I had a moment to explain what I was looking at in our system, we could have brainstormed and come to the conclusion together that it was in fact a computer error.  She paid her rent on time, I posted it, after I posted it, I charged the late fees but for some reason, her and about 5 others, posted in front of payment instead of behind.  After being screamed and cursed at, I asked her calm down and call back when she wasn’t screaming at me. She called several times after screaming at all the leasing staff, threatening us… I asked her then to onlyemail us and we could resolve her issues. I discovered the posting error and I emailed her that I would happily reverse the late fee of $75.  7/4/2015   Late Charge Fees  75.00     1,770.99      [redacted]7/6/2015   chk# [redacted]     1,530.77           240.22         [redacted] The two highlighted numbers are hyperlinks that once I clicked on it, it showed actual dates of the charges/payments.  The rent paid on the 6th and the late on the 7th.  As you can see, by initial glance, it appears the rent was late. (We gave the weekend due to July 4th Holiday). As far as the utility billing, it was accurate and she was not over charged.  The utility service bills in arrears and we have no control over the billing.  It is individually metered, again something I wasn’t able to convey.  I told her how to reach out to the utility service and they could explain the process better. She has since paid her final balance and we haven’t heard anything from her. If you could sum that long story up, that would be greatly appreciated!  Happy Thursday! [redacted]Assistant Property Manager at Ultris at Rancho Del Oro4795 Frazee Road / Oceanside, CA  92057Phone (760) [redacted]/ Fax (760) [redacted].[redacted]@ultris.us

Hello [redacted],
 
font-size: 12.8000001907349px; font-family: arial, sans-serif;">Not certain how to “respond” without speaking poorly of the resident… When you deal with people’s finances, things can escalate quickly and as you could probably imagine, people get very passionate. But, this is what happened;
 
The resident called regarding a late fee and “over charged” utilities on her move out statement.  I tried to help her only to be interrupted and hollered at.  If I had a moment to explain what I was looking at in our system, we could have brainstormed and come to the conclusion together that it was in fact a computer error.  She paid her rent on time, I posted it, after I posted it, I charged the late fees but for some reason, her and about 5 others, posted in front of payment instead of behind.  After being screamed and cursed at, I asked her calm down and call back when she wasn’t screaming at me. She called several times after screaming at all the leasing staff, threatening us… I asked her then to onlyemail us and we could resolve her issues. I discovered the posting error and I emailed her that I would happily reverse the late fee of $75. 
 
7/4/2015   Late Charge Fees  75.00     1,770.99      [redacted]
7/6/2015   chk# [redacted]     1,530.77           240.22         [redacted]
 
The two highlighted numbers are hyperlinks that once I clicked on it, it showed actual dates of the charges/payments.  The rent paid on the 6th and the late on the 7th.  As you can see, by initial glance, it appears the rent was late. (We gave the weekend due to July 4th Holiday).
 
As far as the utility billing, it was accurate and she was not over charged.  The utility service bills in arrears and we have no control over the billing.  It is individually metered, again something I wasn’t able to convey.  I told her how to reach out to the utility service and they could explain the process better.
 
She has since paid her final balance and we haven’t heard anything from her.
 
If you could sum that long story up, that would be greatly appreciated! 
 
Happy Thursday!
 
[redacted]
Assistant Property Manager at Ultris at Rancho Del Oro
4795 Frazee Road / Oceanside, CA  92057
Phone (760) [redacted]/ Fax (760) [redacted]@ultris.us

Review: I called and spoke with [redacted] who is the Assistant Apartment Manager at this complex for charging me a late fee for my final months rent before move out as well as charging me an extra month on my water bill. I have never been late paying rent and have been up tondate with my water bilk since I moved in. This lady as well as the other ladies at the complex were extremely rude and did not know of any way to dispute this matter. I called three time to resolve and talk to a lady and the assistant manager and both told me that they did not want to speak but wanted to be contacted my email. On thr leftter Inrecieve they states to contact them which I did and when that was done alm the ladies dis was hang up on me without answering my questions. When I got back to said she was unavailable. They all acted very unprofession and rude when I called. I do not reccomend this complex to anyone. The service we got was very bad the whole siz months of being there.Desired Settlement: I would like to be contacted and I was like proof that my rent was turnes in late since the date on my check was given on the 3rd of every month. I was like you guys to contact them to let then know they have been reported and that my attorney wil be contacting them. Thank you

Business

Response:

Hello [redacted], Not certain how to “respond” without speaking poorly of the resident… When you deal with people’s finances, things can escalate quickly and as you could probably imagine, people get very passionate. But, this is what happened; The resident called regarding a late fee and “over charged” utilities on her move out statement. I tried to help her only to be interrupted and hollered at. If I had a moment to explain what I was looking at in our system, we could have brainstormed and come to the conclusion together that it was in fact a computer error. She paid her rent on time, I posted it, after I posted it, I charged the late fees but for some reason, her and about 5 others, posted in front of payment instead of behind. After being screamed and cursed at, I asked her calm down and call back when she wasn’t screaming at me. She called several times after screaming at all the leasing staff, threatening us… I asked her then to onlyemail us and we could resolve her issues. I discovered the posting error and I emailed her that I would happily reverse the late fee of $75. 7/4/2015 Late Charge Fees 75.00 1,770.99 [redacted]7/6/2015 chk# [redacted] 1,530.77 240.22 [redacted] The two highlighted numbers are hyperlinks that once I clicked on it, it showed actual dates of the charges/payments. The rent paid on the 6th and the late on the 7th. As you can see, by initial glance, it appears the rent was late. (We gave the weekend due to July 4th Holiday). As far as the utility billing, it was accurate and she was not over charged. The utility service bills in arrears and we have no control over the billing. It is individually metered, again something I wasn’t able to convey. I told her how to reach out to the utility service and they could explain the process better. She has since paid her final balance and we haven’t heard anything from her. If you could sum that long story up, that would be greatly appreciated! Happy Thursday! [redacted]Assistant Property Manager at Ultris at Rancho Del Oro4795 Frazee Road / Oceanside, CA 92057Phone (760) [redacted]/ Fax (760) [redacted]@ultris.us