United Apartment Group

October 5, 2016   Dear Mr. [redacted],   I have received your concerns and offer the following response to the issues that you have raised:   The chart below represents the information provided from the CPS Energy bills for your apartment.   Billing Period Days in Cycle ...

Amount Daily Rate 6/4-7/6 33 $289.67 $8.67 7/7-8/3 28 $263.11 $9.27 8/4-9/6 34 $290.43 $8.44   According to our records the following measures were taken to address your service requests regarding your HVAC:   The air filter was changed and freon was added. A wire was found to be disconnected on 8/10 and was replaced. After additional service requests for the AC were received, a new unit was ordered for your apartment. Upon inspection of the new unit purchased from [redacted], the unit was damaged and could not be installed. At this point maintenance provided a portable AC unit for your use. The new unit arrived and was installed two days later on 8/18.   Shortly after installation the unit was found to be frozen which typically happens when the interior temperature is set below manufacturers recommended settings which causes the freon to freeze on the exterior unit. At that time the unit needed to thaw out in order to perform any other service. The interior coil and blower motor were replaced on 8/19. The interior temperature was tested from the point of entry at the vent and the meter registered 53 degrees.   The CPS bills listed above track within the limits for the season for the type of unit that you reside in. It would be helpful for comparison to view the bills for the same period in 2015 so that we can review and adjust for rate increases imposed by CPS and determine a true variable. Can you provide to assist in this review for consideration?   It is not typical that we would purchase a window unit from a resident as we have portable units on hand. The manager was not aware that this was needed for your apartment as the temp readings were normal when tested at each service request. Did you try to return the window unit within the Return Policy stated on the receipt of 9/30/16?   Please advise if you can provide the CPS bills from the prior year in order for me to review. I would like to assist you in this matter.     Best Regards,     [redacted] Community Manager

Mr. [redacted],   On Wednesday , June 15, 2016 you came in to the office very upset and pushed your way passed the front desk person in to my office in the back.  You were very upset and and saying we were dishonest. We asked you why you thought we were being dishonest.  You stated that...

the pool was not opened as you were told back in March.  As per the City, communities must pass an inspection before the use of the pool.  Due to new codes and all the rain we were not able to open the pool as planned.   We are not in beach of contract.  The pool is an amenity that is offered.    We do apologize for any inconvenience this may have caused.  We do want you and all to enjoy the pool. I asked you to leave the office after disrupting  the office and refused to lower your voice due to prospects in the office. We did call the police after you refused to leave.  You stated that you would wait for them.  Then you yelled out that you would call them also.  The police did come out and spoke to you, office staff and the prospects that were in the office.  The police did tell you not to come back in the office disrupting business.   As far as your lease , it states that you must give a 60 days written notice.  You are responsible for the remaining of the lease. .  There is a reletting fee of 85% of your contract rent amount for termination of the lease.     Again, We apologize for any inconvenience this may have caused.  Please be assured that we are here to help.     Sincerely,     [redacted] Villas De Serenada [redacted] Euless, Texas 76039 [redacted]

Complaint: [redacted]
I am rejecting this response because: We were told [redacted] one of the ladies that works in the office called me and said we had to pay$450 by the next day in order for us to be able to move into the new apartment! She also said that in the $450 that includes the 7 days that we have been in the old apartment PLUS the pest control fee on the ledger it does not say $450 in late fees it says a much lower number so where did the rest of the $450 go? If it didn't go to pest control. My thing is being told I'm paying this amount for this! And not being done. I have done my part I paid what I was told and I am NOT planning on paying it again just because you didn't file correctly on your part. I did my part I don't plan on paying again just because it didn't go throw like you said. This isn't the first time it has happened. I appreciate that you changed the charge but why was it incorrect in the first place?. I went to you [redacted] that day and asked you if it went throw and you said yes! So I don't understand how I didn't pay the full rent and still owe $15.60 when you [redacted] gave me the amount that I had to pay! I asked you twice and that's the price you said that I had to pay. So I did I did it that say day not the next day. And when I picked up the 2nd key I asked you if it went through and you said yes that we were good. I even checked to see if there was any balance or any other charge added and it said balance$0.00. so I don't understand why that charge. I try and do my part to the fullest to not have problems with the apartments but it's not far that they tell me one thing and I pay for it and get a bill  that next week saying I never paid. Talking to you doesn't work that's why I came to Revdex.com to see if they can help becuase to me this is harassment. [redacted] even told you that day that you sent out the bill that we had already paid for the pest control. And you still billed it out to us. So no we are not repaying the pest control fee. It's not our fault that you said one thing to us and you do another. 
Regards,
[redacted]

Ms. [redacted]’s unit leak was addressed and the property offered a significant concession and transfer to her at the time.  Ms. [redacted] accepted and transferred into the new unit.  We regret that Ms. [redacted] wasn’t satisfied with our response times but feel that we addressed her complaint as...

property managers.

I have spoke with Ms. [redacted] today, I apologized for the delay and have advised her that the check is being cut and sent out to her today and she should have at the address she provided to me no later than Friday this week.  [redacted]Executive Adminitsrator

Mr. [redacted], I understand your frustration however, the current manager of the property, Jessica,  was the manager at the time you moved out. The only information we have to go by is the Final Account Statement that reflects her documentation of the condition your apartment was in at the time you turned in your keys. We do recommend that if you feel this is not correct, you should most certainly discuss this with her. I unfortunately was not the person to walk your apartment to as the condition at the time of move out.

Complaint: [redacted]
I am rejecting this response because:My position remains the same. [redacted] was emailed my forwarding address on February 1, 2016.  I also included in the email exactly why I forwarded the email to her instead of to Lydia Jordan at the property level.  It continues to be pointless to relay procedure in April 2016 when UAG had ample opportunity to make it clear how I was to exit the property.  Both letters (attached) about me vacating the unit did not include a process/procedure.  But management did ask for an additional four dollar payment since I miscalculated the amount (rent receipts attached) instead of allowing that amount to be deducted from the deposit.  That kind of pettiness and unprofessionalism is the mentality versus one that would have thought to explain the process when I made the last month payment.  Unit #[redacted] and the keys were made available on January 29, 2016.  The deposit could have been forwarded or mailed to the [redacted] address on February 1, 2016. Finding a reason to withhold the deposit is retaliation for having made contact with MS Home Corporation and written documentation regarding the living conditions at [redacted] Apartments.  UAG could not at this point forward the deposit to the forwarding address it already has without admitting that the address was given in February 2016.  If the decision to mail the deposit to the address at [redacted] in March 2015, then the same decision could have been made the previous month.
Regards,
[redacted]

Tell usGood afternoon Mr. Gorman, I’m sorry you’re having a hard time getting answers and unsure why the current property manager didn’t help you with this. I was able to go into our historical data to find your final ledger done in September. The charges applied to your account exceeded your...

deposit from what I can see on the 3rd page of the attached ledger. These charges were applied by the current management team. It also shows there is a $50.58 balance due to the property. The 4th page shows the addresses of your old apartment is where any notifications would have gone.  The attached is all I have for your account but your entire file should still be at the property in storage.  why here...

Can you please supply your  bill with those billing dates.

Complaint: [redacted]
I am rejecting this response because:
The repair man took the temperature. Of the air coming out the vent with an inferred thermometer, both he and I observed the display of the inferred thermometer witch read 67 degrees. The building manager however, stated that the temperature coming out the vent was 53 degrees, which is not true. Rather than properly repairing the air conditioning we were issued a portable air conditioning unit, which only worked for a day. Despite of all attempts at properly adjusting the temperature of the unit so it would blow out cold air, there was more worm air then cold air coming out. In an attempt to overcome the stifling heat, I purchased a window air conditioning unit so that my children would not have to live in a hot apartment that we pay close to 1000.00 a month witch is spouse to include a properly working air conditioning. When I requested to be reimburse for that purchase. Building management refused. Furthermore, there has been construction projects taking place to expand the apartment complex. As a result, nails used in the constructions have been carelessly drop though out the property including the parking lot. Thus, I have incurred about 200.00 in repairs to my vehicles tires, which receipts and corresponding paper work have been personally giving to building management. I have followed up with this issue to see if they would address matter, but I have been meet with about 6 weeks’ worth of “THE RUN AROUND”. These delay tactics are indicative of the type service I am paying for on the monthly basis. 
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]

Mr. [redacted] picked up the refund check on November 26th. We wereindeed communicating with both Mr. [redacted] and Ms. [redacted] and answering allquestions as they came in. The delay was due to an issue within ourprocessing system.  After resolving the issue, we had the checkovernighted...

to the property and Mr. [redacted] came to the office and pickedit up.I was not aware of any further issues regarding their accountwith us and apologize for any inconvenience this may have caused them.

RE: Case #[redacted] Ms. [redacted];
white;">Thank you for taking the time to tell us about your unfortunate experience with Concord at Little York Apartments.  I am sorry to hear about your loss in the recent car vandalism you reported to the leasing office.  I regret that you as a guest are not satisfied with the performance of our patrol team at the site and I want you to know that I have scheduled a meeting with the supervisor to stagger the hours of patrol. Ms. [redacted], I know that you were visiting our community as a guest but I want to make sure that you know and understand our community policies.  Concord at Little York disclaims any express or implied warranties of security.  We are not liable to any resident, guest or occupant for personal injury, damages or loss of personal property. We have made an incident report documenting this activity.     The patrol team will investigate the details of your incident and cooperate fully with local law enforcement to report any findings/leads.  We have a firm commitment to our community at Concord at Little York. Thanks again for taking time to report this incident.  Sincerely, [redacted]

[redacted]
[redacted]
[redacted]
[redacted]
 
To whom it my concern
On 9/3/14 all the work has been completed to the office satisfactory
please see attached service request but the resident...

has not been at the unit
to sign the work service.
If you have any questions please feel free to call me at
[redacted].
 
Thank You
[redacted]
[redacted]

Please advise what community you are inquiring about.

Dear [redacted]:Re: Revdex.com Complaint: (Customer Services Issues) We are aware of thewater leak issues that you have been experiencing in your apartment home. Onnumerous occasions our maintenance staff has worked diligently to repairseveral areas of concern. Our...

immediate attention to your service request,along with an after hour carpet company performing wet carpet extractions andtreatments. We are actively working with a Roofing Construction Company to do the repairsto the exterior of your apartment building. The proposal for the repairs havebeen submitted and approved, so therefore the repairs are scheduled to beginbefore or on June 3, 2015.[redacted] residents such as you make our community a wonderful place to call home.We certainly value you as a resident and hope that you will stay with us andgive us the opportunity to repair the issues.Again we truly apologize for any inconvenience this may have caused thereforewe would like to offer you an inconvenience concession of $150 off of June'srent. It is always a pleasure serving you!  Sincerely,[redacted]Community Manager[redacted]@uaginc.com    [reda...⇄

We will need to know the unit number and the exact date of move out. Since this is two years old and the property sold this year it takes more information to research. We will also need copies of her payment.

[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. To whom this may concern, my No Hot Water issue was resolved yesterday evening. I thank you all for you...

courteousness, knowledge, kindness, professionalism, motivation, management skills and caring attitudes. I'm happy and satisfied, even my facilities are jumping for joy.  May God continue to bless you, your colleagues and wonderful family members... Have a great day Revdex.com.
Regards,
[redacted]

Mr. [redacted],   On Wednesday , June 15,...

2016 you came in to the office very upset and pushed your way passed the front desk person in to my office in the back.  You were very upset and and saying we were dishonest. We asked you why you thought we were being dishonest.  You stated that the pool was not opened as you were told back in March.  As per the City, communities must pass an inspection before the use of the pool.  Due to new codes and all the rain we were not able to open the pool as planned.   We are not in beach of contract.  The pool is an amenity that is offered.    We do apologize for any inconvenience this may have caused.  We do want you and all to enjoy the pool. I asked you to leave the office after disrupting  the office and refused to lower your voice due to prospects in the office. We did call the police after you refused to leave.  You stated that you would wait for them.  Then you yelled out that you would call them also.  The police did come out and spoke to you, office staff and the prospects that were in the office.  The police did tell you not to come back in the office disrupting business.   As far as your lease , it states that you must give a 60 days written notice.  You are responsible for the remaining of the lease. .  There is a reletting fee of 85% of your contract rent amount for termination of the lease.     Again, We apologize for any inconvenience this may have caused.  Please be assured that we are here to help.     Sincerely,     [redacted] Villas De Serenada [redacted] Euless, Texas 76039 [redacted]