Westland Park

Complaint: [redacted] I am rejecting this response because:My issue is not with rent being considered lateMy issue is with how unprofessional and rude your office staff isYou can keep the moneyI can understand there was probably a miscommunication on that partBut something needs to be resolved when it comes to your [redacted] ' customer serviceIt's beyond unacceptableEspecially to current residentsI don't need to an apology for how I am "feeling"I need a apology for unacceptable customer service and a promisary for better treatment here on out [redacted] could have easily excused herself from the other person in the office to carefully explain the details behind rent being lateJust like this so called "apology" in itself is condescending You expect to bring in new residents and hopefully keep the ones you have but treatment and unprofresssionalism as witnessed does not do soTherefore, because there is still NO understanding to why I have made this complaintMaybe we can come up with a more valid and sincere apology, like professionals and down right kind human beings do Regards, [redacted] ***

Company's response below:From: [redacted] >Date: Mon, Nov 9, at 10:AMSubject: Complaint [redacted] To: " [redacted] > Good Morning, I am in receipt of your letter dated Wednesday, November 4th re: Ms [redacted] ***'s complaintPlease note, all policies regarding our rent collection procedures are detailed in our lease agreementsAll monies are due on the first of the monthWe give a grace period through the 3rd of the month with our late day on the 4thOur late fee is $This information can be found on page of Ms***'s lease agreementI would be happy to provide her with a copy in the event that she has misplaced hersUnfortunately, we offer a one time courtesy waiveMs [redacted] received that courtesy in August of In an effort to treat all residents equally, I can not waive a second fee On behalf of the [redacted] ***, I do apologize for her feeling as though she was being mistreatedI was not present during the conversation between Ms [redacted] and our [redacted] , ***It was explained to me that [redacted] was trying to alert Ms [redacted] that rent was late before she dropped the payment and left the officeIt is also my understanding that there was someone in the office while they were having a conversationThis could have been handled differently and for that, I apologizeGoing forward, if there are questions about policies and procedures, I would encourage Ms [redacted] to contact me directlyAny further questions or concerns please feel free to contact me Sincerely, [redacted] [redacted] ClavelCommunity Manager

Company's response below: From: [redacted] >Date: Mon, Feb 22, at 1:PMSubject: ID [redacted] >Good Afternoon, I am in receipt of the complaint assigned ID [redacted] and have read over Mr [redacted] 's concernsThis particular complaint is difficult as it seems there is a lot of hearsay involvedConversations that did or did not occur with different members of our [redacted] team are mentioned throughout the complaintIn an effort to be factual, I will focus my response to these matters specificallyI am familiar with the incident with the smoker outside of the front doorThe [redacted] took the call and acted immediately by driving down to find out who was causing the problemShe ask the parties involved to disperseShe then proceeded to write up a service ticket to put weather stripping on the door to avoid issues like this from happening againWith regard to the mail, Mr [redacted] is responsible for completing a change of address so that his mail will forwardVacant cards are placed in the mailboxes by the ***He vacated the property several weeks ago so a change of address would have been in effect by this timeThere does seem to be some confusion regarding this account in collectionsMr [redacted] 's file is being held onsite on a payment planHe was not turned over to a third party collection agency as he stated in his letterI have personally been out of town for the last few daysMr [redacted] was instructed by two members of my team to contact me today, (Monday 22nd) regarding his next paymentI will be happy to assist him going forwardIf there is any further information that you need, please feel free to reach me at [redacted] Thank you for your time and assistance! Sincerely, [redacted] [redacted] Westland Park Apartments [redacted] ***

Complaint: [redacted]
I am rejecting this response because:My issue is not with rent being considered late. My issue is with how unprofessional and rude your office staff is. You can keep the money. I can understand there was probably a miscommunication on that part. But something needs to be resolved when it comes to your [redacted]' customer service. It's beyond unacceptable. Especially to current residents. I don't need to an apology for how I am "feeling". I need a apology for unacceptable customer service and a promisary for better treatment here on out.  [redacted] could have easily excused herself from the other person in the office to carefully explain the details behind rent being late. Just like this so called "apology" in itself is condescending.  You expect to bring in new residents and hopefully keep the ones you have but treatment and unprofresssionalism as witnessed does not do so. Therefore, because there is still NO understanding to why I have made this complaint. Maybe we can come up with a more valid and sincere apology, like professionals and down right kind human beings do. 
Regards,
[redacted]

Company's response below: From: [redacted]>Date: Mon, Feb 22, 2016 at 1:24 PMSubject: ID [redacted]
[redacted]>Good Afternoon, I am in receipt of the complaint assigned ID [redacted] and have read over Mr....

[redacted]'s concerns. This particular complaint is difficult as it seems there is a lot of hearsay involved. Conversations that did or did not occur with different members of our [redacted] team are mentioned throughout the complaint. In an effort to be factual, I will focus my response to these matters specifically. I am familiar with the incident with the smoker outside of the front door. The [redacted] took the call and acted immediately by driving down to find out who was causing the problem. She ask the parties involved to disperse. She then proceeded to write up a service ticket to put weather stripping on the door to avoid issues like this from happening again. With regard to the mail, Mr. [redacted] is responsible for completing a change of address so that his mail will forward. Vacant cards are placed in the mailboxes by the [redacted]. He vacated the property several weeks ago so a change of address would have been in effect by this time. There does seem to be some confusion regarding this account in collections. Mr. [redacted]'s file is being held onsite on a payment plan. He was not turned over to a third party collection agency as he stated in his letter. I have personally been out of town for the last few days. Mr. [redacted] was instructed by two members of my team to contact me today, (Monday 22nd) regarding his next payment. I will be happy to assist him going forward. If there is any further information that you need, please feel free to reach me at [redacted]. Thank you for your time and assistance! Sincerely, [redacted]  [redacted]Westland Park Apartments[redacted]

Company's response below:From: [redacted]>Date: Mon, Nov 9, 2015 at 10:51 AMSubject: Complaint [redacted]To: "[redacted]> Good Morning, I am in receipt of your letter  dated Wednesday, November 4th re: Ms. [redacted]...

[redacted]'s complaint. Please note, all policies regarding our rent collection procedures are detailed in our lease agreements. All monies are due on the first of the month. We give a grace period through the 3rd of the month with our late day on the 4th. Our late fee is $100. This information can be found on page 1 of Ms. [redacted]'s lease agreement. I would be happy to provide her with a copy in the event that she has misplaced hers. Unfortunately, we offer a one time courtesy waive. Ms. [redacted] received that courtesy in August of 2015. In an effort to treat all residents equally, I can not waive a second fee.  On behalf of the [redacted], I do apologize for her feeling as though she was being mistreated. I was not present during the conversation between Ms. [redacted] and our [redacted], [redacted]. It was explained to me that [redacted] was trying to alert Ms. [redacted] that rent was late before she dropped the payment and left the office. It is also my understanding that there was someone in the office while they were having a conversation. This could have been handled differently and for that, I apologize. Going forward, if there are questions about policies and procedures, I would encourage Ms. [redacted] to contact me directly. Any further questions or concerns please feel free to contact me.  Sincerely, [redacted]  [redacted] ClavelCommunity Manager