United Dominion Realty Trust

In response the consumers complaint dated 12/21/15, consumer agreed via email to a monthly payment arrangement to pay a balance due at the Property where consumer leased an apartmentConsumer was late making payments towards the payment arrangement each month (consumer agreed to pay on the 15th of each month)Consumer made the last payment on December and now has a zero balanceThe account is paid in full and a refund will not be assessed

Complaint: [redacted] I am rejecting this response because:I'm going to pay it because I don't have the time or patience to deal with your company anymoreHowever, that isn't my main concernThe customer service and down right rudeness of your employees is my concernThe payment plan set up was to pay 150, then pay the remaining balance in daysIt's not my fault no one noted this on the account, that is a mistake with your employeesI also want this to be public so everyone knows this information before making the same mistake I did which was renting an apartment here in the first place Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ In response to Case #XXXXXXXX, the invoice from the company that repaired the carpet totals $The invoice is attached for referenceThe charge of $for the carpet repair is accurate and due the Property Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The carpet was clean at the end of our lease termYou did not provide an itemized invoice of charges within a month of our lease terminatingTherefore according to MA state law we are not required to pay any damagesI will be requesting my dollar security deposit be returned to me promptlyThe request will come by mail Final Consumer Response / [redacted] (4200, 19, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The invoice provided outside of the day period was not provided to anyone at any address given within the day required periodAs stated in my previous response I have requested the $that is owed to meI am waiting on payment and your notification to the collection agency that the issue has been resolved and UDR wrongfully sent this issue to collection Final Business Response / [redacted] (4000, 21, 2015/10/09) */ As stated previously, an itemized Final Account Statement was sent to Resident within the 30-day window, which is the documentation requiredThe account is now with the 3rd party collections agencyConsumer needs to contact the 3rd party collections agency with any further concerns

Initial Business Response / [redacted] (1000, 6, 2015/10/29) */ In regards to Case ID XXXXXXXX, the former Resident was provided with an Inventory and Condition form which is automatically included in the Property standardized lease package, which all residents receive and executeThe form states clearly it is to be completed and returned to the Property representative though, in this case, it was not The home in question is in a newly constructed, high end luxury building, completed at the end of The first resident took possession in February of and this Resident was the second person to occupy this brand new home in September of The Property Standard Operating Procedure calls for each home to be inspected upon move out by the Property maintenance team for damages and any requisite repairs made before a new move in Resident agreed to work with the Property and settled for 50% of the cost to refinish the damaged wood floorsThe account was assessed accurately and Resident received a refund in the amount of $ Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business's claim that we failed to return the form is completely falseWe returned the form timely and the Property representative that we worked with acknowledged that we returned the formOn this form, we clearly stated the condition of the floors as being marked and scratchedThe floors were in the same condition when we moved out as they were when we moved in The claim that we agreed to a settlement is completely falseWe never once agreed to paying any amount for the floors as the condition existed when we moved into the apartmentI have email proof of all correspondence with the business, and we never agreed to any fault on the condition of the floorsWe have demanded a full refund, and we continue to do soAs further evidence that we didn't agree to a settlement, we indicated in all of our correspondence with them that we would go to court if they didn't refund us in fullWe have initiated a small claims case to this effectWe have not agreed to any settlementIn addition, the Company needs to provide the information regarding the trust account our security deposit was held in for the period of our lease, along with the detail of the interest earnedThe business has denied any wrongdoing and has completely overlooked their previous history of 'misplacing' formsGiven their track record (charged for extra days rent, lost keys, etc.) which took multiple phone calls and email correspondence (which they made me show proof of before taking off the charges), shows their lack of professionalism and organizational skills and leads one to believe that it is, in fact, possible that they lost our mocondition form and refuse to take any accountability for the matter We take very seriously the issue that the business is lying about the facts of this caseAre they required to adhere to the same standard as a complainant, which states "By submitting your complaint, you are representing that it is a truthful account of your experience with the business?" The following assessments are the truth and the business has lied about these facts in their response1) We in fact did return an Inventory and Condition Form upon move in, noting the damages to the floors and returned this to the Property representativeThe representative acknowledged receipt at that time2) The floors were in the exact same condition when we moved out as they were when we moved inWe even had carpets down the entire time we lived there so there is no way that any additional marks could have been left3) We never agreed to a settlementI don't understand how the business can claim this, when we have hard proof through email correspondence that we never agreed to this Final Business Response / [redacted] (4000, 10, 2015/11/10) */ Our position is that the charges are legitimate and appropriate though, wish to put closure on the complaint and not pursue any furtherAs such, we will be returning the monies in full, in the amount of $ Final Consumer Response / [redacted] (2000, 12, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our position is that the Company was completely in the wrong and that the charges were neither legitimate nor appropriateHowever, they have remitted a check to us, so we will consider this matter resolved We would like to note that the Company was nothing but adversarial and predatory throughout the whole move out processThe stress and anguish caused by their actions will not be forgottenWe will never rent from them again, and I would recommend that no one else rent from them either

Complaint: [redacted] I am rejecting this response because, as I previously mentioned, the damage was NOT beyond wear and tear and no attempt was made to clean the carpet prior to replacing it in its entiretyOnce again, UDR has never made any attempt to actually resolve this complaint and has only continued to reiterate their unreasonable position Sincerely, [redacted] ***

In regards to the below complaint, the balance due after move-out was $19.00, which Consumer paid in full October 26, This account is now closed

Initial Business Response / [redacted] (1000, 6, 2015/09/21) */ In response to Case #XXXXXXXX, Resident signed a lease June 30, The lease was cancelled July 15, Pursuant to the lease, the Resident will remain responsible until the apartment unit is re-letThe Property is actively pursuing tenants for the apartment, however applicants for this apartment unit have not worked out for different reasons and the apartment is still available Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never physically signed any leaseOnly online and your lease manager did not "singe the lease until 7/02/you could have changed terms with in the lease at any time with out me knowing?Also the unit would have not been ready on my move in date in the 1st placeAlso as I said I did not know at the time I was even singing a leaseI was miss lead by your staffand tricked into an on line leaseThe online lease looks much different then the one you have e-mailed me Also My Move in Date was Aug "The Property is actively pursuing tenants " why was the apartment not listed as available till 9/1/2015? or why did its Availability continue to change?

Complaint: [redacted] I am rejecting this response because: National Credit system stated they have cancelled the debt and sent it back to the merdian/UDRUDR needs to send a letter to the credit bureausI have attached the document statingIf this fraudulent debt is not remove from my credit report with the bureaus I will not hesitate in bringing legal action against UDR for the following:*Violation of the Fair Credit Reporting Act*Violation of the Fair Debt Collection Practices Act*Defamation of CharacterSo please send a letter removing this from my creditI refuse to play the blame game between The Merdian, UDR and National Credit systemI have all the documents of each response from each correspondence and will file legal action if not remove in a timely matter Sincerely, [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.) I do accept because because I feel like I was paying for a house that has not met the standards for the California health regulationsI feel as if the person who I was dealing with on the billing side was super unprofessionalAfter taking the payment and saying it went through is when she said she would draw it back to make sure it was lateThe payment was not late according to the payment arrangement it was due on the 15th when I called on the 15th apparently the after taking the payment and saying it went through is when she said she would draw it back to make sure it was lateThe payment was not late according to the payment arrangement it was due on the 15th when I called on the 15th apparently the Office was closed when it should've been open during business hours stated on the message recording machineThe reason I want my money back is because they broke their lease in the terms and conditions because the place was infested with roaches and the matter was not resolvedAccording to California health, The leaser should provide an acceptable response when their place is the one that's infested with bugs I have pictures and supporting documents to prove that this place is unsanitary and definitely not livable [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 Sincerely, [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 I would also like to thank United Dominion Realty for their quick response an attention to this matter Sincerely, [redacted]

I am a small business owner who uses Governors Drive Cleaners for laundering/dry cleaning my dress clothes for work I regularly drop off shirts and slacks to be cleaned and pressed They also handle the occasional "lunch on my shirt or pants." With the exception of paint or ink stains, mustard, oil, mayo, or tomato sauce have always been removed consistently On rare occasion I have returned the item because the stain was not fully removed On the second try they have always gotten the stain out to my satisfaction with no extra charge for the second attempt This business also performs minor repairs like missing buttons or a tear in a pocket thàt I have accidentally caught on a door knob Their staff are also friendly and courteous to every customer that I have witnessed them dealing with on a regular basis for the last five years

Complaint: [redacted] Once again, your statements are not trueThe assigned parking spot was picked out online during the lease process and was paid for online when the pro-rated rent and deposit was paid forYou first claimed it was because the date was changed that caused a rent adjustment and now its claimed because a parking spot was addedWhile these happened, I paid the pro-rated rent and deposit after I alerted UDR of the move in date change and added the parking spot WHILE signing the lease online and paying the pro-rated rent and depositYour manager, who I included in the previous email and is now a public record on this website, admitted to faultWhile you may strive to create a happy living place for customers, your customer service has proven otherwisePlease refund the asked upon amount Sincerely, [redacted]

This account is still active with NCS and will remain with NCS - NCS has been in correspondence with the Billing Department as of March 14, regarding this accountConsumer needs to contact NCS for resolution

We understand [redacted] concerns and appreciate the feedback, we apologize [redacted] was not satisfied with our answer We want our residents to enjoy their time living in our community and providing quality service is of the utmost importance to us Unfortanately, at the time [redacted] move in, he added a parking space which resulted in additional rent due This is the discrepancy in the amount due and we are unable to refund money that is not owed

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ In response to Case #XXXXXXXX, per the invoice provided by the contractor that repaired the damaged carpet, the total due for the various items that were required to repair the damaged carpet was $There were multiple things that needed to be addressed on the carpet due to stains (some pet stains), carpet restoration and reverse dye, along with a multi odor treatment for carpet, pad, and subfloorThe balance due in the amount of $is correct and due the Property

Initial Business Response / [redacted] (1000, 11, 2015/10/28) */ I am in receipt of your email sent on October 28thth, 2015, which has been forwarded to me for attention We sincerely apologize that Mr [redacted] has not has not had a positive experience at Dominion Constant Friendship Thank you for brining Mr [redacted] 's service request concerns to our attentionCurrently, our management office have no records in the system of any outstanding issues submitted or reported previous to this emailThe leak reported in our system was correctly repaired and the office has not heard back from Mr [redacted] regarding this matterOur Community Director has submitted service requests as a courtesy for Mr [redacted] and will have our Maintenance address Mr [redacted] Service concerns today 10/28/Mr [redacted] reported the lighting incident on 10/19, however the management office needed to contract a vendor to do this repair, which was completed on 10/Should Mr [redacted] have any additional service request concerns, we will be happy to address them in a timely mannerMr [redacted] can submit a service request online www.myudr.com or call the management office Mr [redacted] first reported the vehicle incident to the management office on 10/We understand how frustrating/upsetting it is to hear of any vandalism and we apologizeUnfortunately we are unable to prevent where perpetrators commit their offensesWe encourage our residents to work with the local police, submit a report and provide it to the leasing officeOur on-site team has been in full communication with the Sheriff's department in an effort to work together to ensure these perpetrators are brought to the full extent of the lawWe have also requested that the Sheriff department do nightly runs through our community to show a police presenceWe do not advertise or guarantee 100% security or safety at any of communitiesWe take this incidents very seriously and will continue to work with the local police departmentWe appreciate Mr [redacted] 's feedback and sincerely apologize for this unfortunate event Unfortunately, we are unable to release Mr [redacted] from his lease without penaltyShould Mr [redacted] deem it necessary to break his lease, Mr [redacted] will be required to abide by the buyout option per his lease agreement Should you have any additional questions or concerns, please feel free to contact me directly Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings; Thank you for your quick reply and action toward the last message formatWe have noticed that the complex has taken action towards the completion of certain specific work ordersThe complex completed the work order regarding the faucet by installing a new sink(That works properly now) but entered my house to fix it without any sort of notification(Also a safety issue towards the safety of my wife in the case of me not being home) They have also have taken action toward the dryer, even though the product still performing without a changeThe lights in the parking lot have been adequately turned up at night efficientlyHowever, since the last message some subjects have been seen throwing rocks and causing damages toward the facility by not only myself but neighbors and their friendsThe information has been provided to the leasing office, but no further action has minimized the crime activityOne of my biggest concerns is the high capability of a more serious incidentFor example, we are concerned for the high opportunity for bodily harm to be committed by a culprit, or the opportunity for the subjects to damage my property once moreAs a soldier in the United States Army, I tend to work long hours leaving my significant other without any means of defense in case of a threatHowever, the leasing office continues to stand behind their beliefs, leaving us with an unfair advantage towards a middle ground agreementFurthermore, we feel that the one thousand forty two dollars a month on a six hundred and seventy four square footage apartment they would provide higher grounds of securityWe feel we should not be penalized due to safety; especially, when there is plenty of evidence where my property has been harmed, and our personal safety has been threatened Final Business Response / [redacted] (4000, 15, 2015/11/03) */ I am in receipt of your response sent on November 3rd, We appreciate Mr [redacted] 's information regarding his concern, however we repaired Mr [redacted] 's sink correctly per our recordsThere was no evidence of electrical tape used on his plumberAs expressed in our previous response, should Mr [redacted] still be experiencing service issues, please submit a service request online at www.myudr.comOur Community Director has had several conversations with Mr [redacted] regarding his service requests and Mr [redacted] stated they were resolved and completedWe are unaware of any ongoing, additional service concerns Our corporate office has also been in communication with Mr [redacted] regarding this concerns and it has been explained that should Mr [redacted] feel it necessary to break his lease, he may opt for the buyout clause per his lease agreementWe are governed by very strict rules and regulations and we are required to treat all residents on an equal basisWe are unable to release Mr [redacted] without penalties Again, we apologize for Mr [redacted] 's apprehensionsOur on-site team will be happy to assist Mr [redacted] should he have any additional concerns Should you have any additional questions or concerns, please feel free to contact me directly

In response to the rejection received by Customer, pursuant to property management, Customer did not provide payment on the 1st of February and therefore Customer was charged a late fee of $

Complaint: ***
I am rejecting this response because I believe any reasonable person would conclude that the stains and damage are not beyond wear and tear, and that this should not have required full carpet replacement. I have gone through these points previously with the UDR Billing Manager but will reiterate here.I have attached a copy of the brief, barely legible replacement recommendation from Venuti regarding the worn carpet (no mention of the stains)Nowhere does it address the idea that this was beyond wear and tear, nor does it mention any attempt to clean the carpet prior to deciding to perform a full replacement. UDR was responsive and provided photos of the carpet- that isn't the pointThe point is that the photos provided do not show evidence of damage beyond wear and tearFurthermore, there is no evidence that any attempt was made to clean the carpet, which would have been a reasonable interim step to take prior to replacing it in its entirety.I paid the additional $in order to avoid any impact on my credit, but this does not imply any level of agreement with UDR's handling of this caseI understand that my current balance is $0- I am seeking a refund of the $that I have already paidThis message does not demonstrate to me any effort to resolve my complaint.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/13) */
I am in receipt of your email sent October 9th, 2015, which has been forwarded to me for attention
We appreciate Mr***'s feedback and apologize for his frustrationMr*** moved in to Coronado at Newport South on August 31,
Mr*** returned the same day to the office and mentioned to Abrielle that he had misplaced his keysAbrielle explicitly asked Mr*** if he would like our service team to change his locksMr*** advised our associate that he was checking at his brother's house first as he believes he may have misplaced them thereAbrielle advised Mr*** that if he does not locate his keys to let the office know and we would be happy to change his locksOur on-site team did not hear back from Mr*** and no further communication was received regarding this specific issue until September 3,
On September 3, 2015, Mr*** visited the office and informed us that his apartment had been enteredA police report was filed with the local police departmentMr*** also stated that he asked us to change his locks on August & September 1, however, we have no record of this correspondencePer our Lease Agreement, Mr*** was advised to contact his renter's insuranceWe would like to come to a resolution of this situation as quickly as possible and are currently seeking alternative options for Mr***Mr*** can contact the management office for these optionsOur on-site team will continue to work with the local police department to bring these perpetrators to the full extent of the law
Thank you for the opportunity to research this concern