Valley Village Apartments

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Thank you so much for your correspondenceI greatly appreciate your graciousness today during our phone conversationWe pride ourselves on our customer serviceWe are sincerely appreciative and welcome feedback, as this helps us continually improve and strive for excellenceI promise that we will get this resolved immediately for you I reviewed your letter and documentation of the cancelled check which you provided for payment for utilities and cleaning to Valley Village ApartmentsI sincerely apologize that this account was sent to collections in errorI assure you that we have taken the appropriate steps so that your account not only reflects a zero balance, but also that the credit bureau has been updated as well Thank you again for bringing this error to our attention so that we can resolve it right away Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/13) */ Consumer indicated that he/she accepted the business response

Initial Business Response /* (1000, 13, 2015/09/15) */
The prospective resident applied for an apartment on July 10th- she was approved for the apartment home and notified on the morning of July 13th via voicemail Her move in date was scheduled for August 1st at PM
The complaint states that
she notified the office in a voicemail message that she would not be taking the apartment home within hours of our voicemail message, which was left on the morning of the 13th, however, she sent us an email on Tuesday, July 14th at 12:PM and 12:PM providing us with current pay stubs, which is required for her lease file Why would the client provide us with income verification, if she wanted to cancel her application? I have provided copies of the email documentation for your review
Our office received an email from the prospective resident on Saturday, August 1st at 10:AM stating that she was sad but would be unable to take the apartment This was the first time our office received any communication regarding her desire to cancel her application She explains that she would not be moving in to her new apartment That email was sent at 10:AM, August 1st and her move in was scheduled that day at PM She cancelled her application the day she was scheduled to move in This apartment was held for her I am providing a copy of the email that she sent for your review There was never a mention in this email that earlier voicemails were left or that she attempted to call the office to let us know that she would not be taking the apartment The email proves that this was a very last minute decision and based on a job offer that she received earlier that week
I have also attached all of her application documents, along with the application email approval She signed our pre-lease deposit agreement that states that if an applicant is approved for tenancy and Applicant does not enter into a lease with Community, Applicant authorizes Community to retain the Prelease Deposit
Initial Consumer Rebuttal /* (2000, 15, 2015/09/25) */

Initial Business Response /* (1000, 5, 2015/11/02) */
Thank you so much for your correspondence I greatly appreciate your graciousness today during our phone conversation We pride ourselves on our customer service We are sincerely appreciative and welcome feedback, as this helps us
continually improve and strive for excellence I promise that we will get this resolved immediately for you
I reviewed your letter and documentation of the cancelled check which you provided for payment for utilities and cleaning to Valley Village Apartments I sincerely apologize that this account was sent to collections in error I assure you that we have taken the appropriate steps so that your account not only reflects a zero balance, but also that the credit bureau has been updated as well
Thank you again for bringing this error to our attention so that we can resolve it right away
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
Consumer indicated that he/she accepted the business response

Initial Business Response /* (1000, 5, 2015/11/02) */
Thank you so much for your correspondence. I greatly appreciate your graciousness today during our phone conversation. We pride ourselves on our customer service. We are sincerely appreciative and welcome feedback, as this helps us...

continually improve and strive for excellence. I promise that we will get this resolved immediately for you.

I reviewed your letter and documentation of the cancelled check which you provided for payment for utilities and cleaning to Valley Village Apartments. I sincerely apologize that this account was sent to collections in error. I assure you that we have taken the appropriate steps so that your account not only reflects a zero balance, but also that the credit bureau has been updated as well.
Thank you again for bringing this error to our attention so that we can resolve it right away.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
Consumer indicated that he/she accepted the business response.

Initial Business Response /* (1000, 13, 2015/09/15) */
The prospective resident applied for an apartment on July 10th- she was approved for the apartment home and notified on the morning of July 13th via voicemail. Her move in date was scheduled for August 1st at 3 PM.
The complaint states that...

she notified the office in a voicemail message that she would not be taking the apartment home within 24 hours of our voicemail message, which was left on the morning of the 13th, however, she sent us an email on Tuesday, July 14th at 12:01 PM and 12:39 PM providing us with current pay stubs, which is required for her lease file. Why would the client provide us with income verification, if she wanted to cancel her application? I have provided copies of the email documentation for your review.
Our office received an email from the prospective resident on Saturday, August 1st at 10:21 AM stating that she was sad but would be unable to take the apartment. This was the first time our office received any communication regarding her desire to cancel her application. She explains that she would not be moving in to her new apartment. That email was sent at 10:21 AM, August 1st and her move in was scheduled that day at 3 PM. She cancelled her application the day she was scheduled to move in. This apartment was held for her. I am providing a copy of the email that she sent for your review. There was never a mention in this email that earlier voicemails were left or that she attempted to call the office to let us know that she would not be taking the apartment. The email proves that this was a very last minute decision and based on a job offer that she received earlier that week.

I have also attached all of her application documents, along with the application email approval. She signed our pre-lease deposit agreement that states that if an applicant is approved for tenancy and Applicant does not enter into a lease with Community, Applicant authorizes Community to retain the Prelease Deposit.
Initial Consumer Rebuttal /* (2000, 15, 2015/09/25) */