Whitewater Park Apartments

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We still have not heard from the business regarding the refundWe contacted them via telephone and provided an address for a refund with no response.*** ***
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*** ***Whitewater Park has reviewed your concerns in regards to the rent payments, the resident on line portal and the monthly parking feesWe would like to start with thanking you for bringing them to our attentionsWhitewater takes pride in upholding the highest level of service to
ensure that our residents have a great living experienceOur office has attached both a copy of your lease agreement and ledger from your apartment homeIf you open the first page to your lease agreement, paragraph 6, Rent & Charges, it explains that your rent is due on the 1st of every month with a grace period until the 3rdStarting on the 4th of the month there will be a $late fee charged to your account with a $per day chargeIn further review of the attached ledger you will find all payments received have been highlighted along with the payment dateThe payments with the description ACH are payments made from our resident portal offered on our websiteof those payments were made on the 4th of the month outside of the grace period of the 1st to the 3rdOne of your concerns stated that our system did not allow payments to be made prior to the first or after the 3rdAs you can see the system allowed you to make the payments on the 4th of every monthThere is also a scree shot attached of our resident payment portal from the 8th of January showing the future months balance for February in which a payment can be made prior to the 1stOur office has reached out to our *** *** to verify that payments can be made at any time throughout the monthThey have confirmedI would also like to express that no late fees were assessed for all of the payments that were paid on the 4th of the monthThere were also payments made with personal check on the 8th and the 5th of the month with no late fees assessedFor the months that your account were charged the late fees; payments were made on May 11th, November 10th for a returned check, and most recent January 8thOur office understands that there is a potential to have issues with systems that are in placeWe have the ability to review each account and see when a resident has logged into the resident portal to make a paymentIn past incidences if a resident has called and notified us that the website is not working and we can see that they had gone in prior to the 4th of the month fees have been waivedA copy of your resident activity in the portal has also been attached for your reviewOur system does not indicate payments being made prior to the 3rdIf you could please provide the screen shot with the month of fees you are disputing, our office would be happy to review and cross reference our recordsAt this time our office will not be crediting back any of the late fees requestedMoving forward to your next concern, with new ownership in place they have had a goal to improve the community and get it back to its original stateIn order for them to do this there have been several projects in placeA few of them have been the renovations of the clubhouse, parking lot, building and garaged repairsWe understand that it can be frustrating to be without a clubhouse, the community offered other resources during this time and due to the fact that it was summer our residents were able to use the paddle boards free of charge, the second pool located on the property as well as a gym membership during the renovations until the building had been completedParking lot & garage repairs were necessary for the communityOur office understands the inconvenience that may have caused and notified the community as much as they could during the processIf these concerns were brought to our attention during the construction we would have been more than happy to address them at that time with you. Whitewater has agreed to credit the $to your account to uphold a higher level of customer service to both current and past residentYou will be able to see the credit on the bottom of the attached ledger Again we would like to thank you for the opportunity to address your concernsYou are also welcome to reach out to our office with any further questions you may haveWe wish you the very best in your new homeWhitewater Management

*** *** I have reviewed your additional comments in reference to your complaintWith further review our office understands that moving is a stressful timeOur office follows strict policies to avoid coming across misleading, we are sorry that this is how you feelIn reference to the previously attached screening criteria, it does explain that additional application deposits will be required for all credit recommendations below an acceptable level, not including a deny recommendationWithout running your application, there is no way that our office would be able to determine prior if an additional deposit would be required per your own personal credit informationAlso previously stated in our last response, on the prior attached application, under "Applications Deposit Refund and Administrative fee" are states that these fees would be refundable at time of Denial onlyWith the systems in place our pricing is subject to change based on availability, date of move in & length of lease termsOur website offers several price ranges to meet anyone’s specific needs & clearly states that pricing is subject to change this is why pricing may be different based on your own personal needsIt also states under our pet policy to contact the office for deposit informationWith that being said our office determined your needs, offered a price along with our current required deposit/feesYou accepted, filled out the application and signed both the application and screening criteria stating that the information you were providing our office was correct and that you agree to the terms and conditions on bothOur office entered the application in our system ran by a 3rd party company called On-siteOnce your application was run, the results came to us with the additional depositWhitewater does offer wonderful amenities along with the great location in close proximity to the greenbelt, downtown Boise & Quinn's pondAt the current time of your tour our office was in a temporary location from our clubhouse due to the fact that we are currently in the process of remodelingInside our office we have several renderings of the improvements that are being doneYes you are correct, due to the extent of the renovations the anticipated completion date is October, which we share with all prospects prior to anyone applying in our communityDue to the clubhouse being unavailable our office has offered other accommodation to our residents such as a secondary pool that is located on the property, paddle boards to use on Quinn's pond free of charge at any time, days per weekDue to the fact that our fitness center was unavailable we have been working with Idaho Athletic club on free membership and discounts until our facility is available to useWhitewater recognizes that amenities are important to our residents and prospects; this is why we have offered other recourses until the completion of the clubhouseAs to your tour, our policies in the office are to not take a prospect into an apartment home that is currently being worked inThis is why you were taken to the model and not the specific homeThis is a policy practiced by many apartment home communities in the area to ensure the safety of everyone during the tourOnce the apartment home was made ready our office would have gladly taken you to the apartment home prior to your move in dateTo summarize, our office takes pride in upholding the highest quality of customer service, we continue to follow our policies in place with the intention and expectation of being transparent to every person that walks into our officeDue to the nature of your dissatisfaction we have agreed to refund your $non refundable fee in hopes that you have a better understating of the level of service Whitewater continues to uphold. Please provice our office with an updated forwarding address for processing. Our office wishes you the very best in your future and new home. Thank you,
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Revdex.com:
I have reviewed the response made by the business in reference to *** ** ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
One can compare the fees on whitewaterparkapartments.com to other hosts such as f* *** advertises a one bedroom apartment as low as $798.Initially, we visited the Whitewater Park Apartments leasing office in person the day before I scheduled a viewingThere we were handed an information packet for a two bedroom, one bath apartmentOn this packet it was written that the deposit would be $dollars and the rent $ When a customer logs onto the website and into the application portal it states that the deposit is $250.The following is from the website, once logged into the application portal:"Processing ChargesApplication Fees$40.00Administrative Fee$150.00Total"It does not state that the 'Administrative Fee' is nonrefundableI have attached the 'Qualification Acknowledgment' to this email It also does not state that the fee is nonrefundableUpon submitting the application with the $+ an additional $40, we were required to initial this documentFurthermore, we informed the rental company that we had one 7lb cat and were not informed about any additional deposits or fees for having an animalThis was also not stated upon paying the $150.The next day at 10:20AM I viewed the apartmentI was unable to enter the apartment we were considering to rent Instead, they showed me a model of the apartment in a different location, despite the apartment's vacancy This is an unusual practice; most rental agreements contain a 'sight unseen' clause and this was not the caseDuring the tour, I was informed by Amanda that the amenities listed were not available and would not be available until approximately October If the advertised amenities are not available or current, they should not be advertisedOtherwise the advertisement is false.Even so, I was still interested in submitting the application My partner, Allan, the evening prior, submitted his application online with the $and $fee This was to hold our position until we were able to view the apartment This fee was collected online as stated earlier.So we submitted $*+ $for a total of $dollarsAfter submitting my application fee in person, I was informed that we would be receiving a welcome packet This was sent after these fees were collectedWe did not sign any agreements stating our acknowledgment that the fee was nonrefundable before applying or viewing the apartment.Furthermore, upon receiving the welcome packet, the fees were much greater than we were led to believeOur first months rent and deposit nearly amounted to $3,Therein it was stated that we were required to pay another additional $on top of the $ We were not informed about the potential of any additional deposit On top of that, an extra $of rent and two more $deposits for having a cat.In the welcome packet you were sent, as well as I, the list of fees it states the 'Non-Refundable Admin Fee' as $Please refer to the Welcome Packet to view these details further.To summarize, we were enticed by incredible amenities and a wonderful locationWe paid the application fee and Deposit/ Holding Fee without anyone informing us that it was non-refundable We would not have applied to this apartment if the employees or the website had been transparent about the fees that would apply.Lastly, to address the lack of response; it was the end of the month We did anticipate moving into these apartments As it did not work out, we were required to find somewhere else to live within one week My purpose here, however, is to file a complaint regarding Whitewater Park Apartment's unfair rental practices I might hope that the fee is returned, yet more importantly I hope to prevent this from happening to someone else.Thank you for your time,*** ***

I spoke to *** last week and was able to update the address informationChecks are processed every WednesdayThe $refund will be sent out this ThursdayIf she does not recieve by Monday, than I ask that she reaches back out to our office directly.thank you,