United Dominion Realty Trust

With regards to complaint #***, resident has a zero balance dueThe carpet was replaced due to stains/damage beyond the wear and tearThe full replacement cost was $to the property; resident was charged a prorated amount of $Based on the age of the carpet (installed
9/12/13), expected life of carpet (years) and length of residency (years), the replacement cost was proratedThe Property has numerous photos of the carpet to evidence the damageAfter the deposit of $and credit of $189.63, the balance due is $

Attached is documentation to verify the charges noted on the Final Account Statement (included in the attached). With regards to the charge for Wall Removal, Consumer was notified that the wall divider (placed in the unit by Consumer) would need to be removedAttached is an invoice to
remove the divider and an invoice for additional charges incurred by the Property to remove the wallAlso, included in the attachment, an invoice for Professional Cleaning and removal of trash and an Inventory and Condition Form (move-out form) which documents that items that were left behind by ConsumerThe charges are valid and due the PropertyConsumer may contact the Billing department to pay the balance due of $at ***

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I will not recommend the apartment to any of my friends. I thank Revdex.com so much for the great supportYou made this country a much better place
Sincerely,
***

Business replied to Consumer's complaint 12/30/15 - there is no further action required

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We received the following notification via email from the consumer. Hi, I received phone message from my landlord's business office yesterday evening and they have compensated me by providing a one-time $credit towards my next month's rent in respect of days inaccessibility to the second bathroom. Thank you very much for your help in this matter. I will now view it as closed. Best wishes, ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The request was that the late fee of $be refunded because it only existed due to negligence on the part of the local apartment rental company The
account was paid in full to ensure no other action would be taken against the account such as additional late fees, etc The request was to refund the fee, regardless of the status or current balance of the account
Sincerely,
*** ***

In response to Case #***, with regards to the paint charges, the Property is willing to reduce the charge for paint (currently a total of $600.00) to $Consumer may contact the Billing Department if Consumer agrees to this revised amount for the paint chargeIf Consumer agrees, the
revised balance due the property will be $

Initial Business Response /* (1000, 6, 2015/12/02) */
Thank you for your email dated 12/2/After further review we find the following:
*** does indeed have a credit on his account due to an overpaymentHe however did not deduct the amount of $from Decembers rent***
may deduct the amount of his January's prorated rent in the amount of $Should any credits be owed to ***, he will received a check in the mail, once all charges have been assessed
*** may contact the office directly for the amount owing for JanuaryThank you for allowing us an opportunity to research this concern, we appreciate *** and value his residency
Should you have any additional questions, please do not hesitate to contact me directly
Initial Consumer Rebuttal /* (3000, 8, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My rent was also overpaid, so my December rent payment was $It was impossible for me to take any further deductions from December's rent
I requested a refund on 11/I do not consider it appropriate to deny a refund upon request
The resolution suggested is impossible and unacceptable
Final Business Response /* (4000, 15, 2015/12/09) */
We apologize that *** is frustrated and unhappy, but we are not denying his refundHis move out date is 1/and he can deduct $off his prorated rentWe will consider this matter closed
Final Consumer Response /* (4200, 18, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is simply a repeat of the one I did not accept beforeI do not find it acceptable that UDR will not issue a refund upon request for a credit balance, but instead asks residents to wait a month for an additional billMy move out date is not relevant to this discussion

In regards to Case #***, resident agreed to and made payment towards a payment arrangement with the Billing Department for the balance dueResident was late making his last payment and therefore, defaulted on the payment arrangementThe balance was valid and due - and a refund will not be
assessed

In response to Consumer's complaint, Consumer is a former resident at the propertyConsumer and consumer's roommate had a balance due on their account at move-out in the amount of $269.73. The balance is due to carpet replacement that was required on move-out due to damage beyond
wear and tear and stains on the carpetThe Property has pictures to support the carpet damage and invoices for the carpet replacementThe charge for carpet was prorated to consumer Consumer's roommate paid $towards this balanceConsumer received an email from the Billing Department that the balance due is $The balance must be paid by 2/15/or this account will be forwarded to a third party collection agency

In response to complaint ID#***, Consumer paid the final account balance of $on November Property management has since revised the account balance to reflect $Consumer may contact Billing at *** to receive a refund for the $payment and to provide payment for
the correct balance of $

Complaint: ***
I am rejecting this response because: Ncs has stated they gave cancelled the debit and sent it back to the meridian.
Sincerely,
*** ***

I am in receipt of your email dated April 8, 2016, which has been forwarded to me for attentionWe understand your concerns and appreciate the feedback, as we are always looking for ways to improve We want our residents to enjoy their time living in our community and providing quality
service is of the utmost importance to us Our Community Director emailed you yesterday 4/7/and we believe we can come to a resolution. Please feel free to contact the Management office or reply to the email that was sent. Thank you for allowing us an opportunity to research this concern and we apologize for your frustration.Cordially, *** ~ Corporate Resident Relations Manager

Complaint: ***
I am rejecting this response because:there was nothing done about the problem and no apology was made by this businessThey rejected anything I had to say about the whole situation and they continue to beat around the bush about the problems I hadI do not accept this as a valid response to my complaint and I wish to keep it open until I have revived my hand written apology or my money back for the unsanitary living conditions that I was bullied into
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/10/12) */
In regards to case number XXXXXXXX, Resident contacted corporate Billing and paid the account in full. The account was adjusted to a balance of $117.83, which Resident agreed to pay in full. This account is now closed.

As previously noted, carpet was replaced due to damage beyond normal wear and tear - the charge to resident was a prorated charge. The account was correctly managed and no further amounts are due to resident.

Consumer's account has been revised. See the attached final account statement (the charge for carpet replacement has been removed). [redacted] has been notified to close this account and remove negative reporting. This account is now closed.

Complaint: [redacted]
I am rejecting this response because:   The date adjustment of when I needed to move in is irrelevant to this claim. In fact, the adjustment lowered the price but, apparently, not correctly. This was reflected in the email from UDR, asking me to pay the deposit online along with the pro-rated first month rent based on the new move in date. Additionally, the claim that I was told to bring a cashiers check or money order is also not relevant, as I was sent an email with a link on paying the deposit and pro-rated rent online.  The fact is, poor customer service does have a price to it and blaming the customer is not the correct solution and not an appropriate response from the business. Futhermore, an email from the manager admits fault in poor customer service and serves to make the issue worse by offering to fix the issue by offering five dollars from his own wallet. How sad and little that makes me feel. Please correct this issue and issue the asked for reimbursement. Also, for you reference, your managers email:Hi [redacted], Thank you for reaching out to our Corporate Customer Service. I apologize for any inconvenience we may have caused you during your initial move-in, as we did not intend to be difficult. The $19.35 is due to the prorated reserved parking and it’s customary for us to collect this in advance so you are not hit with a $100 late fee later, since you would have moved in with a balance. I understand this could have gone more smoothly and I apologize for that. Please swing by my office on your free time. I would love to meet you and personally reimburse you $5 of my money.   Thank you! [redacted] |Business ManagerCoronado At NewportThank you,
[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]