Western National Property Management

To the Revdex.com,I have now spoken with Western National Property Management in regards to my complaint and I would like to change the status of my complaint to “resolved” The website would not allow me to do this because it says “There is nothing for you to do on this complaint right now” Please change this complaint to “resolved” and let me know if there is anything else you need.Thank you so much for your help in this matter The matter was resolved due to the Revdex.com’s support I am very grateful.Thank you, [redacted]

February 24, RE: Revdex.com Complaint # [redacted] Dear Sir, I was concerned to hear of your unpleasant experience during your move-out process from [redacted] ApartmentsI can appreciate how frustrating this must have been for you, so I personally looked into each of the items you mentioned in your Revdex.com complaint First, you stated that we never refunded your security depositHowever, after careful review of the detailed Move Out Statement that we provided to you on your move out date, November 30, 2015, your security deposit had been depleted by the repairs and cleaning that had to be done based on the condition of which you left your unitPlease understand that when you moved into your apartment one-year prior, it was clean, and had brand new carpet and fresh paint As per your rental agreement, we expected it to be in reasonably the same condition aside from wear and tear over a period of time Your complaint stated there were “charges ranging from basic cleaning of the apartment to dust on a ceiling fan to a small hole that DISH network drilled in order to run cable ” If you take another look at the detailed Move Out Statement referenced above, it, in fact, does not say any of what you are statingAs documented by photographs that were taken the day you vacated, your unit was not clean The staff at [redacted] went above and beyond and offered to allow you to come back and do further cleaning to mitigate the damages, but you did not return to do soIt was not until after we did not hear back from you that a cleaning company was hiredThe carpet was extremely soiled to include black marks on the carpet that required cleaning and repair, therefore we charged you back for the extraordinary cleaning that needed to take placeIn addition, and regarding the hole that you admit the satellite company drilled in our building, I would like to refer you to the Satellite Dish Addendum that you signed on October 22, The Addendum clearly states “Resident shall not install said satellite dish in a manner which causes physical or structural damage to the Premises, excluding ordinary wear and tear, including but not limited to, holes drilled through exterior walls;” The hole you allowed to be drilled into our building had to be repaired by us after you vacatedAnd lastly, to be thorough in my explanation, you were certainly not charged for dust on a ceiling fan You were charged for a ceiling fan that was broken and needed to be fixed On December 14, 2015, you left a voicemail on our WNCares hotlineA representative from our Customer Care Department called you back immediately upon receiving your voice messageAt that time you were asked to put in writing those items you were disputing so that we could properly reviewBy December 18, you had not yet gotten back to us, therefore your case was closedTo date we have not received anything in writing from you, or any other phone calls, until you posted this complaint with the Revdex.com We truly valued your tenancy from November, to November, Thank you for bringing this to our attention, however, after careful review of the emails that we exchanged with you in early December of 2015, and the effort that was put forth by Western National to assist you with this matter, we feel we made every attempt possible to work with you to mitigate your concernsWe were more than happy to work with you in a reasonable and customary amount of time, which, due to your lack of response, did not appear conducive to your scheduleAs a professional organization, we thank you for your business and feel there is no further cause for any complaints in relation to this matter Sincerely, Western National Property Management [redacted] , President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] This is not correct a termination fee was charged Regards, [redacted]

We have spoken with [redacted] and have come to a mutual and satisfactory resolution to this issue.

Our records show that a lease break fee was charged, however was reversed/ credited. If you have any additional questions please contact the leasing office at Rancho Monte Vista for another copy of your move out statement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Western National Property Management and Rancho Monte Vista
strive to provide quality living from a team that cares.  The concerns
expressed here were resolved prior to receiving this complaint.  According
to our records no termination fee was charged and the account has been...

settled
(and an account statement was sent accordingly). There are several factors of
consideration and circumstances that may not be reflected here, however, we
ultimately want each resident to have a positive experience at our
communities.  Thank you for bringing these concerns forward and allowing
us an opportunity to assist in resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
This is not correct a termination fee was charged 
Regards,
[redacted]

February
24, 2015
RE:
Revdex.com Complaint #[redacted]
Dear Sir,
I was
concerned to hear of your unpleasant experience during your move-out process
from [redacted] Apartments. I can appreciate how frustrating this must have been
for you, so I personally looked into each of the items you mentioned...

in your
Revdex.com complaint.
First,
you stated that we never refunded your security deposit. However, after careful
review of the detailed Move Out Statement that we provided to you on your move
out date, November 30, 2015, your security deposit had been depleted by the
repairs and cleaning that had to be done based on the condition of which you
left your unit. Please understand that when you moved into your apartment
one-year prior, it was clean, and had brand new carpet and fresh paint.  As per your rental agreement, we expected it
to be in reasonably the same condition aside from normal wear and tear over a
period of time.
Your
complaint stated there were “charges ranging from basic cleaning of the
apartment to dust on a ceiling fan to a small hole that DISH network drilled in
order to run cable…” If you take another look at the detailed Move Out
Statement referenced above, it, in fact, does not say any of what you are stating. As documented
by photographs that were taken the day you vacated, your unit was not clean.
The staff at [redacted] went above and beyond and offered to allow you to come
back and do further cleaning to mitigate the damages, but you did not return to
do so. It was not until after we did not hear back from you that a cleaning
company was hired. The carpet was extremely soiled to include black marks on
the carpet that required cleaning and repair, therefore we charged you back for
the extraordinary cleaning that needed to take place. In addition, and
regarding the hole that you admit the satellite company drilled in our building,
I would like to refer you to the Satellite Dish Addendum that you signed on
October 22, 2015. The Addendum clearly states “Resident shall not install said
satellite dish in a manner which causes physical or structural damage to the
Premises, excluding ordinary wear and tear, including but not limited to, holes
drilled through exterior walls;” The hole you allowed to be drilled into our
building had to be repaired by us after you vacated. And lastly, to be thorough
in my explanation, you were certainly not charged for dust on a ceiling fan.
You were charged for a ceiling fan that was broken and needed to be fixed.
On
December 14, 2015, you left a voicemail on our WNCares hotline. A
representative from our Customer Care Department called you back immediately
upon receiving your voice message. At that time you were asked to put in
writing those items you were disputing so that we could properly review. By
December 18, 2015 you had not yet gotten back to us, therefore your case was
closed. To date we have not received anything in writing from you, or any other
phone calls, until you posted this complaint with the Revdex.com.
We truly valued your tenancy from November, 2014 to November, 2015.
Thank you for bringing this to our attention, however, after careful review of
the emails that we exchanged with you in early December of 2015, and the effort
that was put forth by Western National to assist you with this matter, we feel
we made every attempt possible to work with you to mitigate your concerns. We were
more than happy to work with you in a reasonable and customary amount of time, which,
due to your lack of response, did not appear conducive to your schedule. As a
professional organization, we thank you for your business and feel there is no
further cause for any complaints in relation to this matter.
Sincerely,
Western National Property
Management
[redacted], President

To the Revdex.com,I have now spoken with Western National Property Management in regards to my complaint and I would like to change the status of my complaint to “resolved”.  The website would not allow me to do this because it says “There is nothing for you to do on this complaint right now”.  Please change this complaint to “resolved” and let me know if there is anything else you need.Thank you so much for your help in this matter.  The matter was resolved due to the Revdex.com’s support.  I am very grateful.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To [redacted], Western National Property Management and [redacted] Staff,Thank you for your response Although I appreciate the lengthy response I will say that [redacted], you are either ill-informed or being dishonest Based upon how I have been treated and how apparently other reviewers and prior tenants have been treated neither would surprise me I will start with the charges As mentioned before I have lived in residences and this is the FIRST and ONLY time I have not received my deposit back in full Landlords and management companies CLEAN apartments before a new tenant moves in AND yes I was forwarded a picture of the ceiling fan with dust on the fan in REFERENCE to the cleaning that was said to have been done once I vacated I was charged $in cleaning charges aloneI spent hours cleaning I was charged $for "painting excessive holes due to cable" First off, there was A hole One Secondly it was the size of a dimeI do not know what paint you use but $for painting the size of a dime does not seem to add up to me Here is the most important part of the untruth being told You stated in your response "The staff at [redacted] went
above and beyond and offered to allow you to come back and do further cleaning
to mitigate the damages, but you did not return to do soIt was not until
after we did not hear back from you that a cleaning company was hired." This is 100% false I was NEVER contacted to come backIf this was the case then excuse me why am I going through all this trouble to file a complaint? Ridiculous Next you stated "On December 14, 2015, you left a voicemail on our
WNCares hotlineA representative from our Customer Care Department called you
back immediately upon receiving your voice messageAt that time you were asked
to put in writing those items you were disputing so that we could properly
reviewBy December 18, you had not yet gotten back to us, therefore your
case was closedTo date we have not received anything in writing from you, or
any other phone calls, until you posted this complaint with the Revdex.com." Again...FALSE! I NEVER received a phone from a rep My call was never returned So I posted a negative review elsewhere What do you know someone responded to that by POSTING a response! At THAT time I was told to email WNCcares and guess what...I did It is dated 1/20/ And guess what? Once again, I NEVER received a response So at that time after never hearing back from anyone then I took further action with the Revdex.com This all could have been resolved by simply returning my phone call or replying to my email I have proof of my email and transactions with your company Please if you have any proof of phone calls or emails that took place let me know...but since it never happened I know that you do not Once again I am asking for my deposit to be returned in order to resolve this matter so that further action will not have to be taken
Regards,
[redacted]

We have spoken with [redacted] and have come to a mutual and satisfactory resolution to this issue.