Vista Ridge

[redacted] gave notice to move out on 10/20/Her lease did not end until July of so she selected the reletting option which requires a day written notice as well as a fee of 85% of the rental amount on or before the time of move out as well as any daily rent until such time as a new tenant moves inWe have attached the first two pgsof her lease contract where this is referenced in paragraph and She did not provide her forwarding address on her original notice to vacate form which we can provide if necessary, however we did send the original check to the incorrect address which we have already admitted to and apologized forShe moved out on 10/20/and the original check was cut on 11/1/On 11/29/we were notified by our accounting deptthat the check had been returned as undeliverable so we contacted [redacted] via email to acquire the correct addressShe replied and a second check was cut on 11/We then did not hear back from her until 1/of this year indicating that she still had not received her checkWhen checks get mailed out and we don't receive them back returned or hear from the resident that they have not received it, we assume that no news is good newsAs you can imagine, we mail out multiple checks per month so we only investigate the ones we hear back from because there is an issueWe immediately put a stop payment on that check and cut a new one on 1/We then heard from [redacted] on the 2nd of February indicating that she received the check but that her last name was misspelled so she was unable to deposit or cash itWe contacted our accounting deptagain and had another check cut which was mailed on 2/5/With regards to the deductions made from her original deposit, she was billed for her water? use up to her move out date of the 20th of October in addition to cleaning/repairs costs (pictures provided) and per the terms of the early termination previously mentioned, she was billed the additional days of rent until the new tenants moved in to the apartment she vacated after paying her reletting fee? ? ? ?

As previously discussed with Mr***, the application fees are non-refundableIn order to hold any apartment off the market until the eventual move in date, the applicant(s) first must be screened and approvedThat requires submitting paperwork and paying the appropriate feesWhen Mrand Mrs
*** first visited our property it was explained to them that we did not have a 3xon the 1st floor with a car garage, which is what they wantedThey were told we had a 3x2 2nd floor with a car garageThe differences are clear and were explained to themWe knew they wanted 1st floor, but we didn't have itThey chose to apply for the 2nd floor and per his words, hoped a 1st floor would come available before their actual move in dateThe assumptions that they made after touring what happened to be a 1st floor bedroom just to get a feel for what the apartments look like on the inside are not our responsibilityWe toured them what we had available to show on that dayTouring a 1st floor two bedroom does not change or determine what apartment home you will choose to lease or what floor it will be onHaving said that, when the apartment was finally ready and they were able to tour it prior to their move in date, they immediately expressed concerns about the number of stairs they were not anticipating with regards to Mr***'s healthEven though, the administration fee is not normally refundable when an applicant chooses to cancel after that much time has passed since the application date, we chose to make the exception given the circumstancesWe can appreciate that they weren't able to tour the actual unit until so close to their move in date, and in addition, they expressed that they really liked everything about the apartment but that the stairs were just too much strainWe know they weren't just canceling to cancelFor those reasons, we got the corporate approval to refund the administration feeThat fee is all we are prepared to refund however, because again, in order to hold an apartment off the market, which they chose to do in the hopes that a different apartment would come available, you have to be screened in order to do thatThat is why the application fees are non-refundable because we processed their applications at their requestI have attached email correspondence indicating that Mr*** continued to monitor our availability after he originally applied and it shows that the reason he continued to do so was that he knew he leased a 2nd floor and was continuing to hold out hope that a 1st floor would come availableIf there was any confusion prior to the emails about the fact that they had applied for a 2nd floor, it was not disclosed when I went over that in my email reply to him, and he conceded in the email that he wasn't looking forward to the stairs, but "that's the way it is"If he was confused or felt mislead about what he had originally leased, he should've expressed concern then that he thought he was getting a 1st floor and never intended to pay to apply for a 2nd floor and we could've attempted to sort it out at that timeThe fact that he did not clearly shows he was aware and was just hoping the number or stairs would not be too many

*** gave notice to move out on 10/20/Her lease did not end until July of so she selected the reletting option which requires a day written notice as well as a fee of 85% of the rental amount on or before the time of move out as well as any daily rent until such time as a new tenant
moves inWe have attached the first two pgsof her lease contract where this is referenced in paragraph and She did not provide her forwarding address on her original notice to vacate form which we can provide if necessary, however we did send the original check to the incorrect address which we have already admitted to and apologized forShe moved out on 10/20/and the original check was cut on 11/1/On 11/29/we were notified by our accounting deptthat the check had been returned as undeliverable so we contacted *** via email to acquire the correct addressShe replied and a second check was cut on 11/We then did not hear back from her until 1/of this year indicating that she still had not received her checkWhen checks get mailed out and we don't receive them back returned or hear from the resident that they have not received it, we assume that no news is good newsAs you can imagine, we mail out multiple checks per month so we only investigate the ones we hear back from because there is an issueWe immediately put a stop payment on that check and cut a new one on 1/We then heard from *** on the 2nd of February indicating that she received the check but that her last name was misspelled so she was unable to deposit or cash itWe contacted our accounting deptagain and had another check cut which was mailed on 2/5/With regards to the deductions made from her original deposit, she was billed for her water use up to her move out date of the 20th of October in addition to cleaning/repairs costs (pictures provided) and per the terms of the early termination previously mentioned, she was billed the additional days of rent until the new tenants moved in to the apartment she vacated after paying her reletting fee

Complaint: ***
I am rejecting this response because: any fee is refundableIt's the corporate policy to make the fee non-refundableI do not wish to continue a written dispute with a company which refuses to acknowledge the foundation of the argument
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: any fee is refundableIt's the corporate policy to make the fee non-refundableI do not wish to continue a written dispute with a company which refuses to acknowledge the foundation of the argument
Regards,
[redacted]

[redacted] gave notice to move out on 10/20/Her lease did not end until July of so she selected the reletting option which requires a day written notice as well as a fee of 85% of the rental amount on or before the time of move out as well as any daily rent until such time as a new tenant
moves inWe have attached the first two pgsof her lease contract where this is referenced in paragraph and She did not provide her forwarding address on her original notice to vacate form which we can provide if necessary, however we did send the original check to the incorrect address which we have already admitted to and apologized forShe moved out on 10/20/and the original check was cut on 11/1/On 11/29/we were notified by our accounting deptthat the check had been returned as undeliverable so we contacted [redacted] via email to acquire the correct addressShe replied and a second check was cut on 11/We then did not hear back from her until 1/of this year indicating that she still had not received her checkWhen checks get mailed out and we don't receive them back returned or hear from the resident that they have not received it, we assume that no news is good newsAs you can imagine, we mail out multiple checks per month so we only investigate the ones we hear back from because there is an issueWe immediately put a stop payment on that check and cut a new one on 1/We then heard from [redacted] on the 2nd of February indicating that she received the check but that her last name was misspelled so she was unable to deposit or cash itWe contacted our accounting deptagain and had another check cut which was mailed on 2/5/With regards to the deductions made from her original deposit, she was billed for her water? use up to her move out date of the 20th of October in addition to cleaning/repairs costs (pictures provided) and per the terms of the early termination previously mentioned, she was billed the additional days of rent until the new tenants moved in to the apartment she vacated after paying her reletting fee? ? ? ?

As previously discussed with Mr. [redacted], the application fees are non-refundable. In order to hold any apartment off the market until the eventual move in date, the applicant(s) first must be screened and approved. That requires submitting paperwork and paying the appropriate fees. When Mr. and Mrs....

[redacted] first visited our property it was explained to them that we did not have a 3x2 on the 1st floor with a 2 car garage, which is what they wanted. They were told we had a 3x2 2nd floor with a 1 car garage. The differences are clear and were explained to them. We knew they wanted 1st floor, but we didn't have it. They chose to apply for the 2nd floor and per his words, hoped a 1st floor would come available before their actual move in date. The assumptions that they made after touring what happened to be a 1st floor 2 bedroom just to get a feel for what the apartments look like on the inside are not our responsibility. We toured them what we had available to show on that day. Touring a 1st floor two bedroom does not change or determine what apartment home you will choose to lease or what floor it will be on. Having said that, when the apartment was finally ready and they were able to tour it prior to their move in date, they immediately expressed concerns about the number of stairs they were not anticipating with regards to Mr. [redacted]'s health. Even though, the administration fee is not normally refundable when an applicant chooses to cancel after that much time has passed since the application date, we chose to make the exception given the circumstances. We can appreciate that they weren't able to tour the actual unit until so close to their move in date, and in addition, they expressed that they really liked everything about the apartment but that the stairs were just too much strain. We know they weren't just canceling to cancel. For those reasons, we got the corporate approval to refund the administration fee. That fee is all we are prepared to refund however, because again, in order to hold an apartment off the market, which they chose to do in the hopes that a different apartment would come available, you have to be screened in order to do that. That is why the application fees are non-refundable because we processed their applications at their request. I have attached email correspondence indicating that Mr. [redacted] continued to monitor our availability after he originally applied and it shows that the reason he continued to do so was that he knew he leased a 2nd floor and was continuing to hold out hope that a 1st floor would come available. If there was any confusion prior to the emails about the fact that they had applied for a 2nd floor, it was not disclosed when I went over that in my email reply to him, and he conceded in the email that he wasn't looking forward to the stairs, but "that's the way it is". If he was confused or felt mislead about what he had originally leased, he should've expressed concern then that he thought he was getting a 1st floor and never intended to pay to apply for a 2nd floor and we could've attempted to sort it out at that time. The fact that he did not clearly shows he was aware and was just hoping the number or stairs would not be too many.