United Apartment Group

Dear Ms, ***, Thank you for taking the time to communicate to us why our community and location did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. I do
apologize that you were dissatisfied with the location of the unit, at the time it was the only one availableYour comfort is our goal, especially when choosing a place to call home I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future. Please accept our sincerest apology for any trouble or inconvenience we have caused youWe have reached out to our accounting team to resolve the refund issueIf you have any further questions please do not hesitate to reach out to us Kind regards, *** *** Community Manager ***-***-*** (O) ***-***-*** (F) ***@***.com

This letter is in response to the Complaint received from your office from *** *** my resident at *** *** **#*** *** *** ***
***
His letter stated that he had an HVAC service request that was outstandingThe request was handled that afternoonOur property owner had electricians updating our outlets and apparently left the HVAC breaker off
My Maintenance Supervisor accompanied me to Mrl***'s apartment on Monday, August 11, to ensure that his unit was functioning properly and it was
If you have any questions please feel free to call or e-mail me at ***@***.com

please see attached

[redacted],Hope you are having a Wonderful Day. Let’s start with the amount that was sent to collections. My assistant mailed you a Final Account Statement on January 19, 2016. We did not hear from you to answer any questions you might have had regarding the charges. My assistant emailed you a friendly...

reminder regarding your balance on July 28, 2016, before your file was sent to collections. The statement included charges for your final utilities & additional charges for cleaning, carpet cleaning, replacement of a blind etc. Please see the attached itemized Final Account Statement for a list of the charges. I have also attached the pictures that my assistant had taken.As far as the disturbance call regarding your neighbors, the office staff is not on property in the evening. We have a courtesy patrol that comes out to the property. If a resident has a concern they can contact our leasing office at [redacted] option * is for courtesy patrol.  I notified our courtesy officer when you had contacted our office regarding the domestic violence occurring in your building. He made contact with you & gave you his contact information for you to reach out to him if you had any further concerns. I feel that we handled the situation the best way that we could by notifying our courtesy patrol & them making contact with you to ensure you had his direct contact information for any further concerns. He nor I heard from you after you were provided with his direct contact information for any other disturbances. Please feel free to contact us if you have any additional questions.Best Regards,[redacted] Community Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
    In the matter of Complaint # [redacted], the issue has been resolved to above and beyond my satisfaction. I would like to rescind my complaint or equal to. If you have any question feel free to contact me. thank youRegards, 
[redacted]

[redacted], Seems this has been resolved. Not sure what to do next.

Good morning [redacted],   I hope you had a great weekend.  Thank you for working with us and providing me with additional details of your situation since I was not here at the time.  After further discussion with my Regional Manager we will be adjusting the insufficient notice fee of...

$904.36 off of your balance today.   Although the notice you provided was not signed by the property and could not be verified, we were able to pull prior correspondence/emails that helped enlighten the situation.  I apologize for your frustration and inconvenience.  I will have Jeffrey, my assistant, adjust the final statement and send you the finalized copy to your email so that you have it immediately.  You can then contact him to make arrangements for payment of the final utilities which would be the only charges being billed.   If you have any questions, please feel free to reach out again.

Complaint: [redacted]
I am rejecting this response because:The management in that office were fully aware of the many attempts I made to handle the situation concerning my removal with time in advance before the notice on said date. The proper steps to properly remove me from contact with the least contract, is not part of my contract and was only brought to my attention after the fact and should had been the steps to took instead of the notice they told me to sign, that I signed on 6/25/2017 in the office when I got to midland from El Paso with the management fully aware of my attempt to handle the situation. Shouldn't condone irresponsible management. I still stand by by my statement and is truthful and demand fair act with sympathetic response to the situation by removing this deragatory remark do to negligence in following procedure by management
Regards,
[redacted]

[redacted] 5, 2016   Dear Ms. [redacted],   First let me apologize for the issues that you have experienced in regards to your move out. As discussed with you earlier your final balance is related to utility expense. Utilities are billed in arrears due to the timing of receipt and the timing of...

the expense appearing on your account. As discussed earlier I have revised the final account statement which is attached for your review. The four day rent prorate was removed as well as the associated utility prorate. Your move in date was 3/6/15. Your utility charges for that period did not reflect on your account until May and June. See attached ledger with highlighted billing dates. The gas, prorated electric charge, and the billing service fee were on your May billing statement. The water, and sewer for the prorated period billing cycle appeared on your June statement. Again this is due to the timing of billing by the utility provider and the timing that it is billed back to you. At the time of move out you had only been billed for utilities for the period of November and December leaving the final billing required for usage during your residency though the move-out date of 2/29/16. No other charges such as cleaning or damages were applied to your account as a courtesy. Photos attached. The deposit amount of $200 was applied to the ending balance leaving an amount due of $74.47. I understand that the timing of the utilities appearing on your account may be confusing as we discussed earlier. Please review the attached for clarification of the dates the utility billing covers and the month that it was billed to you. I encourage you to contact me should you have any further questions about your final balance. As mentioned earlier I remain available to meet with you personally.   Best Regards,   [redacted] Regional Manager

Date: July 31st, 2017   Dear Revdex.com,   My name is [redacted] and I am with [redacted]. I am writing you this letter to let you know that [redacted] is no longer the managing agent of [redacted]. I did speak with the resident [redacted]...

in unit [redacted] regarding his security deposit and informed him that we were no longer managing that property and did forward his information to the new management company to make sure he was taken care of. [redacted] is the new management company at [redacted] and please direct all communication to them as they are supposed to be taking care of this issue.   Thank You,   [redacted]

Dear [redacted],   First I want to start out by introducing myself, my name is [redacted] and I am your new community manager. Thank you for your letter alerting us to the problem you have been having with our property [redacted] Apartments and staff. I am sorry you have been...

subjected to such a frustrating series of events. We pride ourselves on responding to customers' concerns very quickly, so what you have experienced is not the norm nor the image we are working hard to change. I have spoken with our area managers and I have been instructed to give you a full month’s rent for January 2017 for your inconvenience. [redacted] each time ** or [redacted] have attempted to go into your apartment to do the heater repairs they have communicated to me that some of the issues have been a combination of your dogs not being put up for ** or [redacted] to go into apartment. You spoke with [redacted] my assistant manager this past week and she was trying to communicate to you that our maintenance techs get off 5:30pm and possibility needed more day time hours. Some of the other issues were ** repaired your heater and apparently after a day or so it stopped working again. After I was made of aware of the repeated issues I called for another maintenance supervisor on December 14th for a second pair of eyes to help ** get your heater repaired. As of December 15th I have not heard any more complaints from you.   As far as the list of items you needed repairs since you moved in, per your Inventory Move In Checklist I didn’t see anything documented on your inventory list. If you would give me a list of items that need repairs please feel free to do so I’ll make sure they get taken care of.   As far as the sewer at first it did smell horrible but ** and I purchased some sewer fighting chemicals that kills for any bacteria and smell. ** and I also purchased the temporary pump on November 16, 2016 at 11:04am and ** installed it as temporary fix. We are currently waiting to hear back on one more contractor proposals for the repairs or replacement of the sump pumps. Sometimes these contractors can take up to a month long or longer to get our proposal ready and to our area managers.   Also please see attachments: Inventory Move-In Checklist and Open work orders We wish you and yours an enjoyable holiday season! Best regards, [redacted] Community Manager [redacted]

Mr. [redacted],     Upon visiting [redacted] leasing office looking for an apartment for you and your son, one of our Leasing specialist [redacted] assisted you with the information you were requesting which was an A2 Modified apartment home. Miss [redacted] discussed the details of renting...

the apartment and the application criteria as well. You dropped off your payment to apply for the unit and later applied online on Thursday October 13.  Another one of our Leasing Specialist’s called you and notified you of the denial of the application due  to multiple evictions on your rental history. On the back of the application you agreed to the following by signing the application:   3.Application Deposit (may or may not be refundable). In addition to any application fee, you have delivered to our representative an application deposit in the amount indicated in paragraph 14. The application deposit is not a security deposit, but it will be credited toward the required security deposit when the Lease Contract has been signed by all parties; OR it will be refunded under paragraph 10 if you are not approved; OR it will be retained by us as liquidated damages if you fail to sign or attempt to withdraw under paragraph 6 or 7, if you fail to answer any question, or if you give false information.   Your application indicated that you did not have any prior eviction history, which would be falsifying your application.     Let us know if you have any more questions.   Thanks   [redacted] Property Manager [redacted] ¦Dallas ¦ Texas ¦75231 Office | [redacted]  Fax | [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Hello,   Please withdraw complaint #[redacted]. It has been resolved.   Thank you [redacted]

[redacted]
[redacted] San Antonio, Texas 78251   May 25, 2016   Dear Mrs. [redacted],   Per our conversation I am reviewing the service requests that you experienced prior to my involvement with the community on May 1, 2016.  I do understand your frustration regarding...

maintenance issues during your residency at Villas de la Cascada.  Per the documentation that I have available you moved in initially on January 2, 2015 and signed a renewal on January 2, 2016 for the lease term of January 1, 2016 and ending January 1, 2017. Per the lease agreement there is no provision to terminate the lease prior to the expiration date. However, as a courtesy management has agreed to accept a 60-day written notice to vacate, which is the required notice period per the lease in paragraph #3 on the first page of the lease, and payment of the reletting fee (not to exceed 85% of the monthly rent amount), totaling $701.25. This fee is outlines in paragraph #10 on the first page of the lease. Attached is a copy of the work order that you filed with our office in which you signed as complete. can be found in paragraph #3 and #10 on the first page of the lease agreement. option to buy-out of the lease term. As discussed, I reviewed the maintenance file for your apartment and did not find any written communication from you in regards to maintenance issues in your apartment. I also pulled the maintenance file and did not find any service requests there either. Please provide copies of service requests that would have been left in your apartment at the time service was rendered for review. I am not aware of any other items in need of attention. I look forward to reviewing your records to assist in the resolution of this matter.   Best Regards,     [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas 78216 [redacted]

Dear [redacted],   We do apologize for any confusion regarding your balance with our community. We have looked through the ledger and have not found any pest control fees that have accumulated to $194. The only fees that were continuing to be charged were late fees. The way our late fees are billed...

for this community is on the 4th an additional $50 will be charged, with $10 for each additional day after this. The other charges on your bill have been consistent with the correct amount of utilities. As of 4/30/2018 your account has a $15.60 balance due. Not including the Month of May’s rent. Again, we are sorry that you had a bit of confusion with your ledger. Please stop by the office with any additional questions as the manager is happy to assist you.   Thank you

Complaint: [redacted]
I am rejecting this response because: There is no paper trail of any complaints because the office personnel was incompetent and severely lacked customer service. I complained verbally in person and over the phone numerous times and it is not your procedure to give copies of every work order that is written up or placed in the system. The work orders would take anywhere from 3-6 months to be completed and this issue is only one of the many issues that is the cause of my moving out. Other issues have been the customer service and unwillingness from management to help assist tenants and the water constantly being turned off. I understand that the water issue is out of your control but I expect fairness and willingness to compensate for the HUGE inconvenience of everything that has happened. Not having hot water for 3wks and having an electoral shortage for more than 6 months and numerous other issues did occur when your company was in charge which means that those were your employees so instead of fighting me on this, as a manager you should take responsibility for how this property is being ran and at least TRY to salvage the name of the company because I guarantee you that I this point there is nothing good to say and if it's a petition you or the owner need I can definitely get that going.Also, a water pipe was just busted today yet again. NO WATER.
Regards,
[redacted]

[redacted] Castroville , TX  78009 Re: Country Villa Apartments May 25, 2016 Dear Mr. [redacted], Thank you so much for bringing this to our attention. I certainly understand the need for the use of the outside water faucet. I have made arrangements for the lock to be...

removed. This should be completed by 5/27/16. Should you require further assistance please contact me personally. [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas 78216 210-492-1570 [redacted]

Complaint: [redacted]
I am rejecting this response because:When I left the apartment, there were no damages and the apartment was cleaned and sanitized. The fact that they are asserting that there were damages is insulting and just a flat lie. 
Regards,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 But I would also like to bring it to the office staff's attention that we in fact did provide the leasing office with a repair inventory upon our move-in. It was typed up and given to Deon who made a copy and even signed it before making a copy of it to keep in our file. I also have the original at home that we can bring by the office at some point.  We understand that at times it can be difficult to run an entire complex, we just feel that both of the major issues addressed in our complaint should've/could've been dealt with much quicker. Especially since (with the exception of Tuesday, when I left work early to make sure I was home before 5) there was always someone in the apartment so that ** and [redacted] could try to resolve the issue. 
Regards,
[redacted]