United Dominion Realty Trust

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, 2016 regarding this account. Consumer needs to contact NCS for resolution.

Initial Business Response /* (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 attention. Currently, our management office have no records in the system of any outstanding issues submitted or reported previous to this email. The leak reported in our system was correctly repaired and the office has not heard back from Mr. [redacted] regarding this matter. Our Community Director has submitted 3 service requests as a courtesy for Mr. [redacted] and will have our Maintenance address Mr. [redacted] Service concerns today 10/28/2015. 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 10/21. Should Mr. [redacted] have any additional service request concerns, we will be happy to address them in a timely manner. Mr. [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 10/7. We understand how frustrating/upsetting it is to hear of any vandalism and we apologize. Unfortunately we are unable to prevent where perpetrators commit their offenses. We encourage our residents to work with the local police, submit a report and provide it to the leasing office. Our 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 law. We have also requested that the Sheriff department do nightly runs through our community to show a police presence. We do not advertise or guarantee 100% security or safety at any of communities. We take this incidents very seriously and will continue to work with the local police department. We appreciate Mr. [redacted]'s feedback and sincerely apologize for this unfortunate event.
Unfortunately, we are unable to release Mr. [redacted] from his lease without penalty. Should 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 /* (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 format. We have noticed that the complex has taken action towards the completion of certain specific work orders. The 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 change. The lights in the parking lot have been adequately turned up at night efficiently. However, 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 friends. The information has been provided to the leasing office, but no further action has minimized the crime activity. One of my biggest concerns is the high capability of a more serious incident. For 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 more. As 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 threat. However, the leasing office continues to stand behind their beliefs, leaving us with an unfair advantage towards a middle ground agreement. Furthermore, 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 security. We 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 /* (4000, 15, 2015/11/03) */
I am in receipt of your response sent on November 3rd, 2015.
We appreciate Mr. [redacted]'s information regarding his concern, however we repaired Mr. [redacted]'s sink correctly per our records. There was no evidence of electrical tape used on his plumber. As expressed in our previous response, should Mr. [redacted] still be experiencing service issues, please submit a service request online at www.myudr.com. Our Community Director has had several conversations with Mr. [redacted] regarding his service requests and Mr. [redacted] stated they were resolved and completed. We 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 agreement. We are governed by very strict rules and regulations and we are required to treat all residents on an equal basis. We are unable to release Mr. [redacted] without penalties.
Again, we apologize for Mr. [redacted]'s apprehensions. Our 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.

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.
Sincerely,
[redacted]

Thank you for Ms. [redacted] response.  Ms. [redacted] may contact the office and the Property Manager will have another option.  We will considered this concern closed.

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 apartment. Consumer 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 16 and now has a zero balance. The account is paid in full and a refund will not be assessed.

In regards to the below complaint, the balance due after move-out was $19.00, which Consumer paid in full October 26, 2016. This account is now closed.

Complaint: [redacted]
Once again, your statements are not true. The 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 for. You first claimed it was because the date was changed that caused a rent adjustment and now its claimed because a parking spot was added. While 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 deposit. Your manager, who I included in the previous email and is now a public record on this website, admitted to fault. While you may strive to create a happy living place for customers, your customer service has proven otherwise. Please refund the asked upon amount.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: National Credit system stated they have...

cancelled the debt and sent it back to the merdian/UDR. UDR needs to send a letter to the 3 credit bureaus. I have attached the document stating. If this fraudulent debt is not remove from my credit report with the 3 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 credit. I refuse to play the blame game between The Merdian, UDR and National Credit system. I have all the documents of each response from each correspondence and will file legal action if not remove in a timely matter.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
In response to Case #XXXXXXXX, the invoice from the company that repaired the carpet totals $490.00. The invoice is attached for reference. The charge of $490.00 for the carpet repair is accurate and due the Property.
Initial Consumer...

Rebuttal /* (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 term. You did not provide an itemized invoice of charges within a month of our lease terminating. Therefore according to MA state law we are not required to pay any damages. I will be requesting my 99 dollar security deposit be returned to me promptly. The request will come by mail.
Final Consumer Response /* (4200, 19, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The invoice provided outside of the 30 day period was not provided to anyone at any address given within the 30 day required period. As stated in my previous response I have requested the $99.07 that is owed to me. I 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 /* (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 required. The account is now with the 3rd party collections agency. Consumer needs to contact the 3rd party collections agency with any further concerns.

(The consumer indicated he/she DID NOT accept the response from the business.)
Even if I don't get a refund I would like a written apology from the billing agent that I spoke with because of the poor attitude and threatening me over the telephone to throw my account into the negative simply because she was angry. That is the only way that this complaint can be closed in my eyes is if I get a written apology from that billing agent. The way she treated me and my family over the telephone was downright disrespectful and if I can't even get an apology then that shows what type of business I was really working with in the first place. As a small business owner who has an A+ rating with the Revdex.com I know that I would never have one of my employees treat any customer like that!

(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 regulations. I feel as if the person who I was dealing with on the billing side was super unprofessional. After taking the payment and saying it went through is when she said she would draw it back to make sure it was late. The 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 late. The 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 normal business hours stated on the message recording machine. The 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 resolved. According 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]

Initial Business Response /* (1000, 6, 2015/09/21) */
In response to Case #XXXXXXXX, Resident signed a lease June 30, 2015. The lease was cancelled July 15, 2015. Pursuant to the lease, the Resident will remain responsible until the apartment unit is re-let. The 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 /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never physically signed any lease. Only online and your lease manager did not "singe the lease until 7/02/2015 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 place. Also as I said I did not know at the time I was even singing a lease. I was miss lead by your staff. and tricked into an on line lease. The online lease looks much different then the one you have e-mailed me.
Also My Move in Date was Aug 17 "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:I'm going to pay it because I don't have the time or patience to deal with your company anymore. However, that isn't my main concern. The customer service and down right rudeness of your employees is my concern. The payment plan set up was to pay 150, then pay the remaining balance in 30 days. It's not my fault no one noted this on the account, that is a mistake with your employees. I 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]

Thank you for the notification. Our Community Manager has been out of the office for most of the week and from our understanding has been in contact with our resident today 2/10/2017.  It has been agreed that we will waive the trash fee.

This Consumer resided at The Meridian - this property was sold and is no longer owned by UDR, Inc. Consumer's account has been with NCS since 2010 - Consumer needs to settle dispute with NCS.

Initial Business Response /* (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 execute. The 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 2011. The first resident took possession in February of 2012 and this Resident was the second person to occupy this brand new home in September of 2014. 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 floors. The account was assessed accurately and Resident received a refund in the amount of $265.09.
Initial Consumer Rebuttal /* (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 false. We returned the form timely and the Property representative that we worked with acknowledged that we returned the form. On this form, we clearly stated the condition of the floors as being marked and scratched. The 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 false. We never once agreed to paying any amount for the floors as the condition existed when we moved into the apartment. I have email proof of all correspondence with the business, and we never agreed to any fault on the condition of the floors. We have demanded a full refund, and we continue to do so. As 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 full. We have initiated a small claims case to this effect. We have not agreed to any settlement. In 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 earned. The business has denied any wrongdoing and has completely overlooked their previous history of 'misplacing' forms. Given 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 move-in condition 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 case. Are 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 response. 1) 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 representative. The representative acknowledged receipt at that time. 2) The floors were in the exact same condition when we moved out as they were when we moved in. We even had carpets down the entire time we lived there so there is no way that any additional marks could have been left. 3) We never agreed to a settlement. I 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 /* (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 further. As such, we will be returning the monies in full, in the amount of $734.91.
Final Consumer Response /* (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 appropriate. However, 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 process. The stress and anguish caused by their actions will not be forgotten. We 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 normal wear and tear and no attempt was made to clean the carpet prior to replacing it in its entirety. Once again, UDR has never made any attempt to actually resolve this complaint and has only continued to reiterate their unreasonable position. 
Sincerely,
[redacted]

Property management has contacted the Consumer directly and has settled this matter.

With regards to Complaint ID [redacted], balance due is $0. This account is closed.