Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ Contact Name and Title: Amy [redacted] , PropManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @legacyvarin.com Dear Revdex.com, Thank you for giving us the opportunity to respond to this complaintThe resident who made this complaint emailed our leasing office on 8/20/to let us know that her faucet was leaking and she was having very little hot waterI (the Property Manager) sent maintenance over on 8/20/to check the faucet and the hot water issue, as we considered it an emergencyWhen the maintenance technician went over to the apartment, he found that the closet containing the water shut off was completely full of items and he was unable to get to the water heater or the water shut off to properly assess the problemI sent an email to the resident letting her know what prevented us from fixing her water heater and her faucet that day and asked her to please thoroughly clean out her closet so that we could access the water shut off and the water heater to make the necessary repairsThe resident e-mailed me back and said that she would clean out the closet when she returned from workWe attempted to return to the apartment on 8/21/15, but again, ran into the same problem of the closet being too full of items to make the repairs On 8/24/15, our maintenance technician went over to the apartment and replaced the top and bottom elements in the water heater in order to fix the problemI received an e-mail from the resident again on 8/25/stating that she still had no hot water and the faucet was still leakingShe had stated that she was able to use her across the hall neighbor's shower in the meantime, but she would like the hot water to be fixed immediately and that her closet was still cleaned outOn 8/26/15, I sent our maintenance technician out to their apartment again to change both of the thermostats in the water heater to repair it, as at that point, everything electrical in the water heater had been changed to brand newI emailed the resident on 8/26/letting her know that everything electrical had been replaced and to let me know if she still did not have hot water when she returned homeThe resident e-mailed me upon getting home to let me know that she did not have any hot water still, so the maintenance technician went out and bought a new water heater and installed it on 8/27/15, and the residents' hot water was restored On 8/27/15, I did have to go and properly clean out the closet so that a water heater on a dolly could fit in and out of the apartment and closetThe pictures have been emailed to the Revdex.com representative The complaint also stated that a hole was "busted" in the wall during a repair, but that hole is the hole that houses the water shut off for the apartment and has always been there, but may not have been noticed by the resident prior to this as it was covered up by the items in the closetAs for the flooding of the bathroom and wet boot prints throughout the apartment, I verified with the other resident of the apartment and my maintenance technician that there were only two small water spots on the hallway carpet and no water flooded in the bathroom at all The faucet had been repaired several times in the past and it was decided that the needed repair was much more extensiveIt involved cutting out a section of tiled bathroom wall, rehanging drywall, reinstalling cement board, re-plumbing the lines, reinstalling a faucet system, and re-tiling the wallThis repair was worked on through the week of 8/31/15-9/3/15, with the grouting of the tile finalized on 9/3/ While we understand the inconvenience to the resident that this situation caused, as detailed above, when it was brought to our attention, we took action right away and made sure that all repairs were completed to the highest quality and to the best of our abilities Sincerely, [redacted] OFFER:
Initial Business Response / [redacted] (***0, 5, 2017/06/16) */ RE: Case # [redacted] Dear Ms [redacted] Thank you for contacting our community regarding a complaint filed by the wife and previous Applicant(s), [redacted] [redacted] first contacted Riverside North Apartments on February 16, via our website Portal where he said he was looking for a or bedroom apartment with a tentative move in date at the end of MayOur Leasing Consultant did follow up and emails and/or phone calls ensued On Saturday, March 4, 2017, the Manager (me), met Mr [redacted] in the Office to discuss availability and how to applyMr [redacted] was told that we expect Applicants to sign a lease within a week of their Application being approvedHe was also given our Fees Sheet letting him know that Earnest Deposits are taken from the same payment method as the Application Fee was paid, upon an Application submission [redacted] stated he was specifically interested in a bedroom for a May 28, move in dateHe was told that there are no available bedroom apartments at this time available for a May 28, move in date on our Notice —to-Vacate Report because residents still had weeks to put in their NoticesWhat [redacted] was told about, and to which he referred, was unit # [redacted] which would be available April 1, because the current resident was moving out on March 31, Again, we would not be able to hold that apartment for almost days for his preferred move in dateHe was told we did not know IF we would have another Delaware with a washer and dryer coming open for a May 28, move in Mr [redacted] and Ms [redacted] applied March 27, for the apartment identifying an APRIL 11, move in dateOnce the application was received by our Office, it was processed and ApprovedAs per company policy and which is noted on the Application, that Applicants check the box that they read, understand and agree with the TERMS and CONDITIONS (including payment requirements) before the Application can be processedI included a copy of their acknowledgements of these terms The facts are that they applied for an apartment that we could not hold because [redacted] required someone to move in earlier than May 28, With no other apartment available that met their preferences, although there were other apartments without a washer dryer for a lower rent rate offered, and some with a much higher rent rate with a washer/dryer, there was no other apartment to which the Leasing Consultant could assign them [redacted] tried her best to explain everything carefully to [redacted] in phone calls and emails, and I believe this is where any misunderstanding may have originated as Mrs [redacted] may have received info that was "lost in translation." Since Mr [redacted] , nor Ms [redacted] ( [redacted] ) entered into a lease because they would not take an alternative apartment, the Earnest Fee of [redacted] is never refundableThe only time it is refundable is when an Applicant does not qualify due to background/credit history/landlord reference check, at which time, the $ [redacted] is refundedBoth the Leasing Consultant and then the Regional Property Manager (our boss) has explained this in numerous emails but Mrs [redacted] has persisted in her continued requests for a refundThe Earnest Deposit is acting as a Hold Fee so no one else can apply for the apartmentWithout the signed lease, eventually the application was canceledWhen a lease is executed, the Earnest Deposit is then applied to the Security Deposit I understand that money is valuable and Mrs [redacted] is upsetI truly apologize for any misunderstanding as nothing has been intentional at all on anyone's partMr [redacted] the Regional Property Manager, has pointed out that the application online on our website specifies the policyAt this point, we have done our part in trying to make the explanation clear, to no availOur community would have loved to accommodate the Loudens and are sick at heart that we could notOur Leasing team makes every attempt to assign preferred floor plans to Prospects because we want our Residents to be happy in their new homesWe are highly flexible in trying to meet their needsAgain, we do sincerely apologize, but this [redacted] is not refundable Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we appreciate Riverside North Apartments for responding to our initial complaint regarding the non-refund of earnest money deposit, we disagree with the explanations laid out by Property Manager MsMindy [redacted] and provide evidence against her claimed sequence of events Below, I have outlined several points of information which are supported by attached documentation including emails, a voicemail recording and transcript by Ms [redacted] (Leasing Consultant), and screenshots of the Alerts and Notifications in the Riverside North Apartment Application website portal On April 4th, [redacted] contacted me stating that my Application had been approvedIt is important to note that at this time, I had only paid the application fee and had not yet paid the earnest money depositAfter the Application had been approved, [redacted] and I began discussing which units had available modates in early June On April 6th, [redacted] informed me there was a two-bedroom apartment available for a June 5th modate(See attached email from [redacted] indicating "The apartment you applied for will be available June 5th.") In a follow up phone call later that day, she indicated that at that time I could pay the earnest money deposit, and I would be able to lease that two-bedroom apartmentI consented for [redacted] to charge the credit card on file for the earnest money deposit, which she indicated she would do so after hanging up the phone with meA screenshot of the Riverside North Apartments leasing application portal shows "A Holding Deposit amount of $was charged on the payment account", and following that "Move in Date changed from 6/11/to 6/5/2017" (See attached screenshot: the most recent event is listed at the top of the page, and time moves backward as you move down the page)A second important detail to note, the order of these events indicate that my credit card was charged for the earnest money deposit prior to the apartment Move in Date being changed to the agreed upon June 5th dateWithin the afternoon, I received the following voicemail from [redacted] "Hi [redacted] this is [redacted] calling from Riverside NorthUm unfortunately there was a problem with the processing of the applications um but I would like to discuss with you so if you could please give me a call back at your earliest convenience you can reach me here at the office at XXX-XXX-XXXX thanks bye." Upon returning [redacted] 's phone call, she informed me that Riverside North was unable to hold the apartment with the June 5th modate, the exact apartment I was previously informed was available and eligible for me to lease [redacted] indicated that the apartment in question was currently vacant (on that day, April 6th), and the computer system would not allow her to hold the apartment until June 5thHowever, at the time I approved of paying an earnest money deposit, I had no knowledge that the apartment was currently vacant and therefore ineligible to be reservedMore disturbing, Riverside North had (either unintentionally or intentionally) misled me to believe the apartment was eligible to be held, and charged me the earnest money deposit before informing me otherwise Riverside North has yet to acknowledge or comment on their distribution of misinformation, the voicemail [redacted] left on my cell phone, or our contradiction to their claims to the sequence of events which we have backed with emails and screenshots of their website portalI implore Riverside North to respond directly to these points, fully explaining why their sequence of events does not line up with the information and evidence we have provided herein In summary, Riverside North misled me to believe an apartment was available for me to rent, collected an earnest money deposit after which they disclosed the apartment was not available, and have declined refunding the earnest money depositWe are still requesting to be returned a total of [redacted] covering our [redacted] earnest money deposit plus the associated credit card fee of [redacted] Thank you Final Business Response / [redacted] (4000, 10, 2017/07/03) */ Revdex.com of Northern Indiana ATTN: [redacted] Parnell Avenue Fort Wayne, IN XXXXX June 30, RE: Case # [redacted] Dear Ms [redacted] Thank you for informing me of Mrs [redacted] ’s rebuttal stating she does not accept my responseWhile we attempt to provide as accurate of information to Prospects during the initial contact and during the leasing process, we cannot be held responsible for their interpretation of what has been conveyedEvery person hears information and processes it in his own wayI am sorry that no one else from our Corporate Office continued to respond to all of her emails and calls, which Mrs [redacted] mentionsIt is my belief that after several extensive emails and telephone conversations where the question was asked, “Why aren’t we getting a refund?†and the answer was provided repeatedly, further email explanations seemed to redundant as circular conversations are The fact is, the couple applied for an apartment, at which point all terms and conditions regarding the [redacted] Earnest Deposit were acknowledged by the checking of boxes indicating they read and accepted those termsRiverside North Apartments held the apartment for the allotted time according to our rules and policies, and they chose to live somewhere elseThey are not entitled to receive a refund I personally wish this couple nothing but the best I am sure they love their new home and will enjoy their time making it a bright and comfortable home Sincerely, [redacted] Property Manager
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @legacyvarin.com Dear Revdex.com, The resident who submitted this complaint did call our office on May 18, to report that her air conditioning was not working and the leasing consultant was informed that her son had asthma and it was their belief that the asthma was being triggered by the lack of air conditioning in her apartmentThe leasing consultant quickly notified maintenance, both of which responded immediately to the callThey worked on the unit for a few hours and decided they needed a third opinion, so they called another HVAC certified maintenance technician from another property to come and assist in order to reach the quickest resolution to the problemThe issue with the air handler proved to be electrical in nature and was unable to be solved by the end of the business dayDue the temperate weather coming up during that week that negated the need for the air conditioning unit (degrees to degrees), the technicians confirmed with the resident that they would be back to continue working on the unit as soon as they could The resident called the office again on May 26th, stating that she would like her air conditioning unit looked at again as the temperature was rising again and was informed by the leasing consultant that someone would be out the next day to look at itMay 27th, 2015, a contractor from Griffen Plumbing and HVAC came out to look at the unit and assessed the problemThe transformer was replaced and the unit was running on the night of May 27th, May 28, 2015, a contractor from Griffen Plumbing and HVAC came back out to check to make sure all was still working, did some final work, and completed the service ticket The residents' complaints were addressed promptly when made and when it was assessed that a professional company was required to complete the work, one was hired and the work was completed the next business day Management followed up when the resident was in to pay their rent on June 5, and asked if the air conditioning was still working properly and the resident assured management that it was most certainly still working well in their apartment It is our sincerest hope that this answers all questions put forth to the Revdex.com concerning this matterPlease feel free to contact us with anything further Sincerely, Riverside North Management OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/01/27) */ Revdex.com of Northern Indiana ATTN: [redacted] *King [redacted] Fort Wayne, IN XXXXX RE: Case # [redacted] This letter is in response to a complaint filed recently by a former resident, [redacted] who stated she was falsely accused of going against the terms of her lease, that a tow truck driver was going to tow the wrong car, that she was notified that her lease would not be renewed and that she is requesting a refund for not having parkingAfter a serious verbal altercation between this former resident and members of our staff and after threats were issued from Ms [redacted] toward a neighbor on October 28, 2016, the former resident was issued a Notice of Banishment from this office restricting her contact to reporting work order requests by telephone or through the property websiteSince that time, we have not had much interaction with Ms [redacted] However, on January 4, 2017, a series of complaints was received from a neighbor that marijuana could be smelled from the residence of Ms [redacted] Upon police visiting the property, nothing was found an our Office considered the matter to be resolvedOn January 6, 2017, a tow company did open the door to a vehicle parked in the parking lot, which it turned out to belong to Ms [redacted] 's boyfriendThe boyfriend proceeded to shout obscenities at the Manager, tow truck driver and anyone else within earshotWhen I asked [redacted] who he was and why was he screaming and threatening people, she replied that he was her boyfriend, so I asked him to lower his voice and stop cursingWhen he did not calm down, I ascertained the driver inadvertently had opened his car door instead of the car he was supposed to towThe driver hooked up the correct car all while both the boyfriend and [redacted] continued shoutingI explained to both [redacted] and the male that he is not a resident and he shouted that he was, has been living with [redacted] and the male the whole time and helps pay all of her bills [redacted] then began screaming that I was the reason she lost custody of her child and has not been allowed to see him for six months and she was going to sue; the boyfriend was threatening to sue, [redacted] was threatening to sue me personally because it is my fault she can't have her sonI told [redacted] that her boyfriend cannot live with her without being on the Lease and since he is not on the lease he needed to leaveThe boyfriend continued yelling and shouting at the top of his lungs in the parking lotBy this time, the car was on the flatbed and the driver leftI walked back to the OfficeShortly after, the tow company called an wanted to know what was going on because the resident's boyfriend was out of controlEventually, the tow company's owner arrived and the police were calledMs [redacted] was issued two Lease Violations: one for the overall disturbance and one for having an unauthorized occupantShe was then sent a letter notifying her that she would not be offered the option to renew her lease upon expiration date of April 30, Once she received the letters, she promptly called our Office and stated she was giving permission for our Office to find someone else to rent her apartment as a subletter and was informed we do not find subletters, that is the responsibility of the residentShe turned in her keys and moved out and is no longer a resident her at Riverside North ApartmentsMs [redacted] was provided with highlighted copies of the pages of her lease outlining the violationsShe has not or was not falsely accused of anythingBoth she and her boyfriend admitted that he lived with her, her neighbors confirmed that he was seen daily coming and going from the apartment homeMs [redacted] 's co-signer, also listed on her lease, was sent all documents as well regarding the lease violations and non-renewal of the lease letterWhile we would like nothing more than to have been ale to work with Ms [redacted] on her parking problem, it was made known to me that her boyfriend would wait for [redacted] to arrive home after work where he would move his car out of the parking spot in front of the building so that [redacted] could park in the spotHe would then park his car directly across from her carI do not see that parking was really a significant problem for ***The fact her unauthorized occupant was occupying a parking spot in the Resident Parking lot seems somewhat hypocritical or at the least, ironicOur entire team, both office and maintenance has provided exemplary servise completing all service requests, including replacing the stove after they actually broke it, for which she was not charged because no one wanted to risk any further meltdowns, tantrums and harassmentWe have offered many solutions and alternatives to Ms [redacted] for parking and for legally abiding her lease contractWe have truly done all we can doBecause she skipped out on her lease three months early, we are forced to seek a replacement resident earlier than expectedThan you for your attention to this matterPlease let me know if I can answer any other question you may have Sincerely, [redacted] Property Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] D South [redacted] XXXXX XXX-XXX-XXXX [redacted] January Dear Revdex.com, This is my response to my business complaint in regards to Riverside North ApartmentsThe first response I would like to make clear is the tow truck driver did in fact get keys to a car and proceeded to open the door to my fiance's car when he then proceeded to rummage through my fiance's change in his council of his car and stole his cigarettes and Zippo lighter that was a giftWhen we confronted the tow truck driver his response was [redacted] the manager gave him the keys to tow this carMy boyfriend did stop him from stealing anything else from his car and called the tow truck driver company's owner and the policeThe tow truck company's owner response to my fiance was they were looking for a reason to fire this employee and this incident may have caused them to do soThe police informed both my fiance and I we should proceed to file a complaint with the Revdex.comIn regards to maintenance issues consistently I have encountered while being a resident with Riverside North Apartments I have pictures in detail from all the repairs and renovations that my apartment needed and the manager refused several times to address the issuesIn regards to the smell of marijuana both myself and my fiance have smelled it too, in the hallway when we have come home from work and have called the police and the office to Riverside North apartments to address the issueAs far as Riverside North apartments trying to work with me as a resident [redacted] did in fact have at least conversations with myself in regards to my concerns about neighbors and the parking issues and she informed me they could in fact have my apartment rented when I movedI find it absolutely unacceptable to come home from work at night as a paying resident and have no where to parkAlso, the several issues with neighbors and their children I do in fact know there are residents there with children and their friends living and occupying their apartments and they are not on their lease eitherCPS in fact should investigate that entire apartment complex for the sake of the over populated children living in a two bedroom apartmentI do know I mentioned to [redacted] several times the child downstairs cried and screamed a lot while they were home and she informed me I would have see the parents mistreating the childIn regards to an incident with a neighbor to where I was banished from the office I have no idea what [redacted] is talking aboutThere was no incident with a neighbor besides me calling the office to complain about the child screaming downstairsAlso,my automobile was in fact vandalized and I filed a police report in regards to that issue alsoI am no longer a resident at riverside North apartments, and my lease is stated to end at the end of March and [redacted] did inform me when I moved they could have the apartment rented to cancel out the rest of my lease agreement with their apartment complexI would like to include pictures of the maintenance repairs that were not met while I was a resident thereI was falsely accused of going against my lease, in fact my boyfriend lived with his parents the entire term of my lease, and he was only visiting me at my apartment until we could find a houseThank you Revdex.com for your time and I truly hope this can be resolved peacefully Sincerely, [redacted] @mail.com XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@legacyvarin.com
Dear Revdex.com,
The resident who submitted this complaint did call our office on May 18, 2015 to report that her air...
conditioning was not working and the leasing consultant was informed that her son had asthma and it was their belief that the asthma was being triggered by the lack of air conditioning in her apartment. The leasing consultant quickly notified maintenance, both of which responded immediately to the call. They worked on the unit for a few hours and decided they needed a third opinion, so they called another HVAC certified maintenance technician from another property to come and assist in order to reach the quickest resolution to the problem. The issue with the air handler proved to be electrical in nature and was unable to be solved by the end of the business day. Due the temperate weather coming up during that week that negated the need for the air conditioning unit (52 degrees to 65 degrees), the technicians confirmed with the resident that they would be back to continue working on the unit as soon as they could.
The resident called the office again on May 26th, 2015 stating that she would like her air conditioning unit looked at again as the temperature was rising again and was informed by the leasing consultant that someone would be out the next day to look at it. May 27th, 2015, a contractor from Griffen Plumbing and HVAC came out to look at the unit and assessed the problem. The transformer was replaced and the unit was running on the night of May 27th, 2015. May 28, 2015, a contractor from Griffen Plumbing and HVAC came back out to check to make sure all was still working, did some final work, and completed the service ticket.
The residents' complaints were addressed promptly when made and when it was assessed that a professional company was required to complete the work, one was hired and the work was completed the next business day.
Management followed up when the resident was in to pay their rent on June 5, 2015 and asked if the air conditioning was still working properly and the resident assured management that it was most certainly still working well in their apartment.
It is our sincerest hope that this answers all questions put forth to the Revdex.com concerning this matter. Please feel free to contact us with anything further.
Sincerely,
Riverside North Management
OFFER:
Initial Business Response /* ([redacted]0, 5, 2017/06/16) */
RE: Case # [redacted] Dear Ms. [redacted]
Thank you for contacting our community regarding a complaint filed by the wife and previous Applicant(s), [redacted]. [redacted] first contacted Riverside North Apartments on February 16,...
2017 via our website Portal where he said he was looking for a 1 or 2 bedroom apartment with a tentative move in date at the end of May. Our Leasing Consultant did follow up and emails and/or phone calls ensued.
On Saturday, March 4, 2017, the Manager (me), met Mr. [redacted] in the Office to discuss availability and how to apply. Mr. [redacted] was told that we expect Applicants to sign a lease within a week of their Application being approved. He was also given our Fees Sheet letting him know that Earnest Deposits are taken from the same payment method as the Application Fee was paid, upon an Application submission.
[redacted] stated he was specifically interested in a 2 bedroom for a May 28, 2017 move in date. He was told that there are no available 2 bedroom apartments at this time available for a May 28, 2017 move in date on our Notice —to-Vacate Report because residents still had weeks to put in their Notices. What [redacted] was told about, and to which he referred, was unit # [redacted] which would be available April 1, 2017 because the current resident was moving out on March 31, 2017. Again, we would not be able to hold that apartment for almost 60 days for his preferred move in date. He was told we did not know IF we would have another Delaware with a washer and dryer coming open for a May 28, 2017 move in.
Mr. [redacted] and Ms. [redacted] applied March 27, 2017 for the apartment identifying an APRIL 11, 2017 move in date. Once the application was received by our Office, it was processed and Approved. As per company policy and which is noted on the Application, that Applicants check the box that they read, understand and agree with the TERMS and CONDITIONS (including payment requirements) before the Application can be processed. I included a copy of their acknowledgements of these terms.
The facts are that they applied for an apartment that we could not hold because [redacted] required someone to move in earlier than May 28, 2017. With no other apartment available that met their preferences, although there were other apartments without a washer dryer for a lower rent rate offered, and some with a much higher rent rate with a washer/dryer, there was no other apartment to
which the Leasing Consultant could assign them. [redacted] tried her best to explain everything carefully to [redacted] in phone calls and emails, and I believe this is where any misunderstanding may have originated as Mrs. [redacted] may have received info that was "lost in translation." Since Mr. [redacted], nor Ms. [redacted] ([redacted]) entered into a lease because they would not take an alternative apartment, the Earnest Fee of [redacted] is never refundable. The only time it is refundable is when an Applicant does not qualify due to background/credit history/landlord reference check, at which time, the $[redacted] is refunded. Both the Leasing Consultant and then the Regional Property Manager (our boss) has explained this in numerous emails but Mrs. [redacted] has persisted in her continued requests for a refund. The Earnest Deposit is acting as a Hold Fee so no one else can apply for the apartment. Without the signed lease, eventually the application was canceled. When a lease is executed, the Earnest Deposit is then applied to the Security Deposit.
I understand that money is valuable and Mrs. [redacted] is upset. I truly apologize for any misunderstanding as nothing has been intentional at all on anyone's part. Mr. [redacted] the Regional Property Manager, has pointed out that the application online on our website specifies the policy. At this point, we have done our part in trying to make the explanation clear, to no avail. Our community would have loved to accommodate the Loudens and are sick at heart that we could not. Our Leasing team makes every attempt to assign preferred floor plans to Prospects because we want our Residents to be happy in their new homes. We are highly flexible in trying to meet their needs. Again, we do sincerely apologize, but this [redacted] is not refundable.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate Riverside North Apartments for responding to our initial complaint regarding the non-refund of earnest money deposit, we disagree with the explanations laid out by Property Manager Ms. Mindy [redacted] and provide evidence against her claimed sequence of events.
Below, I have outlined several points of information which are supported by attached documentation including emails, a voicemail recording and transcript by Ms. [redacted] (Leasing Consultant), and screenshots of the Alerts and Notifications in the Riverside North Apartment Application website portal.
On April 4th, [redacted] contacted me stating that my Application had been approved. It is important to note that at this time, I had only paid the application fee and had not yet paid the earnest money deposit. After the Application had been approved, [redacted] and I began discussing which units had available move-in dates in early June.
On April 6th, [redacted] informed me there was a two-bedroom apartment available for a June 5th move-in date. (See attached email from [redacted] indicating "The apartment you applied for will be available June 5th.") In a follow up phone call later that day, she indicated that at that time I could pay the earnest money deposit, and I would be able to lease that two-bedroom apartment. I consented for [redacted] to charge the credit card on file for the earnest money deposit, which she indicated she would do so after hanging up the phone with me. A screenshot of the Riverside North Apartments leasing application portal shows "A Holding Deposit amount of $102.20 was charged on the payment account", and following that "Move in Date changed from 6/11/2017 to 6/5/2017" (See attached screenshot: the most recent event is listed at the top of the page, and time moves backward as you move down the page). A second important detail to note, the order of these events indicate that my credit card was charged for the earnest money deposit prior to the apartment Move in Date being changed to the agreed upon June 5th date. Within the afternoon, I received the following voicemail from [redacted].
"Hi [redacted] this is [redacted] calling from Riverside North. Um unfortunately there was a problem with the processing of the applications um but I would like to discuss with you so if you could please give me a call back at your earliest convenience you can reach me here at the office at XXX-XXX-XXXX thanks bye."
Upon returning [redacted]'s phone call, she informed me that Riverside North was unable to hold the apartment with the June 5th move-in date, the exact apartment I was previously informed was available and eligible for me to lease. [redacted] indicated that the apartment in question was currently vacant (on that day, April 6th), and the computer system would not allow her to hold the apartment until June 5th. However, at the time I approved of paying an earnest money deposit, I had no knowledge that the apartment was currently vacant and therefore ineligible to be reserved. More disturbing, Riverside North had (either unintentionally or intentionally) misled me to believe the apartment was eligible to be held, and charged me the earnest money deposit before informing me otherwise.
Riverside North has yet to acknowledge or comment on their distribution of misinformation, the voicemail [redacted] left on my cell phone, or our contradiction to their claims to the sequence of events which we have backed with emails and screenshots of their website portal. I implore Riverside North to respond directly to these points, fully explaining why their sequence of events does not line up with the information and evidence we have provided herein.
In summary, Riverside North misled me to believe an apartment was available for me to rent, collected an earnest money deposit after which they disclosed the apartment was not available, and have declined refunding the earnest money deposit. We are still requesting to be returned a total of [redacted] covering our [redacted] earnest money deposit plus the associated credit card fee of [redacted]
Thank you.
Final Business Response /* (4000, 10, 2017/07/03) */
Revdex.com of Northern Indiana
ATTN: [redacted]
4011 Parnell Avenue
Fort Wayne, IN XXXXX
June 30, 2017
RE: Case # [redacted]
Dear Ms. [redacted]
Thank you for informing me of Mrs. [redacted]’s rebuttal stating she does not accept my response. While we attempt to provide as accurate of information to Prospects during the initial contact and during the leasing process, we cannot be held responsible for their interpretation of what has been conveyed. Every person hears information and processes it in his own way. I am sorry that no one else from our Corporate Office continued to respond to all of her emails and calls, which Mrs. [redacted] mentions. It is my belief that after several extensive emails and telephone conversations where the question was asked, “Why aren’t we getting a refund?†and the answer was provided repeatedly, further email explanations seemed to redundant as circular conversations are.
The fact is, the couple applied for an apartment, at which point all terms and conditions regarding the [redacted] Earnest Deposit were acknowledged by the checking of boxes indicating they read and accepted those terms. Riverside North Apartments held the apartment for the allotted time according to our rules and policies, and they chose to live somewhere else. They are not entitled to receive a refund.
I personally wish this couple nothing but the best I am sure they love their new home and will enjoy their time making it a bright and comfortable home.
Sincerely,
[redacted]
Property Manager
Initial Business Response /* (1000, 5, 2017/01/27) */
Revdex.com of Northern Indiana
ATTN: [redacted]. King
[redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted]
This letter is in response to a complaint filed recently by a former resident, [redacted] who stated...
she was falsely accused of going against the terms of her lease, that a tow truck driver was going to tow the wrong car, that she was notified that her lease would not be renewed and that she is requesting a refund for not having parking. After a serious verbal altercation between this former resident and members of our staff and after threats were issued from Ms. [redacted] toward a neighbor on October 28, 2016, the former resident was issued a Notice of Banishment from this office restricting her contact to reporting work order requests by telephone or through the property website. Since that time, we have not had much interaction with Ms. [redacted]. However, on January 4, 2017, a series of complaints was received from a neighbor that marijuana could be smelled from the residence of Ms. [redacted]. Upon police visiting the property, nothing was found an our Office considered the matter to be resolved. On January 6, 2017, a tow company did open the door to a vehicle parked in the parking lot, which it turned out to belong to Ms. [redacted]'s boyfriend. The boyfriend proceeded to shout obscenities at the Manager, tow truck driver and anyone else within earshot. When I asked [redacted] who he was and why was he screaming and threatening people, she replied that he was her boyfriend, so I asked him to lower his voice and stop cursing. When he did not calm down, I ascertained the driver inadvertently had opened his car door instead of the car he was supposed to tow. The driver hooked up the correct car all while both the boyfriend and [redacted] continued shouting. I explained to both [redacted] and the male that he is not a resident and he shouted that he was, has been living with [redacted] and the male the whole time and helps pay all of her bills. [redacted] then began screaming that I was the reason she lost custody of her child and has not been allowed to see him for six months and she was going to sue; the boyfriend was threatening to sue, [redacted] was threatening to sue me personally because it is my fault she can't have her son. I told [redacted] that her boyfriend cannot live with her without being on the Lease and since he is not on the lease he needed to leave. The boyfriend continued yelling and shouting at the top of his lungs in the parking lot. By this time, the car was on the flatbed and the driver left. I walked back to the Office. Shortly after, the tow company called an wanted to know what was going on because the resident's boyfriend was out of control. Eventually, the tow company's owner arrived and the police were called. Ms. [redacted] was issued two Lease Violations: one for the overall disturbance and one for having an unauthorized occupant. She was then sent a letter notifying her that she would not be offered the option to renew her lease upon expiration date of April 30, 2017. Once she received the letters, she promptly called our Office and stated she was giving permission for our Office to find someone else to rent her apartment as a subletter and was informed we do not find subletters, that is the responsibility of the resident. She turned in her keys and moved out and is no longer a resident her at Riverside North Apartments. Ms. [redacted] was provided with highlighted copies of the pages of her lease outlining the violations. She has not or was not falsely accused of anything. Both she and her boyfriend admitted that he lived with her, her neighbors confirmed that he was seen daily coming and going from the apartment home. Ms. [redacted]'s co-signer, also listed on her lease, was sent all documents as well regarding the lease violations and non-renewal of the lease letter. While we would like nothing more than to have been ale to work with Ms. [redacted] on her parking problem, it was made known to me that her boyfriend would wait for [redacted] to arrive home after work where he would move his car out of the parking spot in front of the building so that [redacted] could park in the spot. He would then park his car directly across from her car. I do not see that parking was really a significant problem for [redacted]. The fact her unauthorized occupant was occupying a parking spot in the Resident Parking lot seems somewhat hypocritical or at the least, ironic. Our entire team, both office and maintenance has provided exemplary servise completing all service requests, including replacing the stove after they actually broke it, for which she was not charged because no one wanted to risk any further meltdowns, tantrums and harassment. We have offered many solutions and alternatives to Ms. [redacted] for parking and for legally abiding her lease contract. We have truly done all we can do. Because she skipped out on her lease three months early, we are forced to seek a replacement resident earlier than expected. Than you for your attention to this matter. Please let me know if I can answer any other question you may have.
Sincerely,
[redacted]
Property Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted] D
South [redacted] XXXXX
XXX-XXX-XXXX
[redacted]
January 29 2017
Dear Revdex.com,
This is my response to my business complaint in regards to Riverside North Apartments. The first response I would like to make clear is the tow truck driver did in fact get keys to a car and proceeded to open the door to my fiance's car when he then proceeded to rummage through my fiance's change in his council of his car and stole his cigarettes and Zippo lighter that was a gift. When we confronted the tow truck driver his response was [redacted] the manager gave him the keys to tow this car. My boyfriend did stop him from stealing anything else from his car and called the tow truck driver company's owner and the police. The tow truck company's owner response to my fiance was they were looking for a reason to fire this employee and this incident may have caused them to do so. The police informed both my fiance and I we should proceed to file a complaint with the Revdex.com. In regards to maintenance issues consistently I have encountered while being a resident with Riverside North Apartments I have pictures in detail from all the repairs and renovations that my apartment needed and the manager refused several times to address the issues. In regards to the smell of marijuana both myself and my fiance have smelled it too, in the hallway when we have come home from work and have called the police and the office to Riverside North apartments to address the issue. As far as Riverside North apartments trying to work with me as a resident [redacted] did in fact have at least 2 conversations with myself in regards to my concerns about neighbors and the parking issues and she informed me they could in fact have my apartment rented when I moved. I find it absolutely unacceptable to come home from work at night as a paying resident and have no where to park. Also, the several issues with neighbors and their children I do in fact know there are residents there with children and their friends living and occupying their apartments and they are not on their lease either. CPS in fact should investigate that entire apartment complex for the sake of the over populated children living in a two bedroom apartment. I do know I mentioned to [redacted] several times the child downstairs cried and screamed a lot while they were home and she informed me I would have see the parents mistreating the child. In regards to an incident with a neighbor to where I was banished from the office I have no idea what [redacted] is talking about. There was no incident with a neighbor besides me calling the office to complain about the child screaming downstairs. Also,my automobile was in fact vandalized and I filed a police report in regards to that issue also. I am no longer a resident at riverside North apartments, and my lease is stated to end at the end of March and [redacted] did inform me when I moved they could have the apartment rented to cancel out the rest of my lease agreement with their apartment complex. I would like to include pictures of the maintenance repairs that were not met while I was a resident there. I was falsely accused of going against my lease, in fact my boyfriend lived with his parents the entire term of my lease, and he was only visiting me at my apartment until we could find a house. Thank you Revdex.com for your time and I truly hope this can be resolved peacefully.
Sincerely,
[redacted]
[redacted]@mail.com
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2016/09/16) */
Revdex.com of Northern Indiana ATTN: [redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted] Dear Ms. [redacted]
Thank you for contacting our community regarding a complaint filed by one of our residents, [redacted]...
[redacted]. On Wednesday, September 7, 2016, the date which this incident was reported was handled in the following manner by the Property Manager and the Regional Property Manager. On the morning of September 7, a voice mail was received on the answering machine regarding a report that a ceiling fan was hanging by a wire for XXXXX. In addition, Ms. [redacted] called the Leasing Office and she was told a work order was generated, given to one of the Maintenance Technicians and he would be there that day. He did indeed go to her apartment located at [redacted] in South Bend, IN (XXXXX) where he observed that the light fixture portion of the fan was pulled away from the receptacle. He made a temporary repair and spoke to Ms. [redacted] directly, as she was home at the time, and explained he needed a part and would return and that there was no danger or safety hazard. She told him that was fine, thanked him and he left. He returned the following day and made the final repair and the work order was closed out in our system. A reprint of the closed work order is attached for your review.
That same day the Office received a phone call from the resident who lives downstairs, in the first floor apartment directly underneath Ms. [redacted]'s apartment. The resident was very upset and explained that the "lady upstairs" was stomping on the floor every time she opened a closet door and it was scaring her young daughter to the point that her daughter was crying hysterically. The Property Manager went to [redacted] B and was allowed inside the home. The noise from the stomping could be heard clear out to the street. The residents were asked to open and close a door and to conduct their normal routine in the presence of the Manager. Within a couple of minutes, loud, jarring stomps shaking the room were noticeable and disruptive to the occupants and Manager.
I, the Manager, went upstairs and knocked on the door in an attempt to resolve the issue. Music and the television could be heard outside the doorway. I was told to "quit knocking on my F[redacted]king door." I knocked again and the volume of the television was lowered but no one came to the door. I identified myself but the door was not answered. In the meantime, the downstairs neighbor was terrified and locked her doors and windows. sent an email to the corporate office asking what could be done because she and her daughter were now stating
they were afraid of the lady upstairs because she is always stomping and when she does this, things fall off her daughter's bedroom shelf, which further frightens her daughter and she cannot live this way, that she feels harrassed. She also called into the Leasing Office again, by this time it was after hours, and
reported that the police were at Ms. [redacted]'s apartment but only stayed a few minutes and left.
I spoke to the Regional Manager and reported the problem and told him I was waiting to talk to the police officers who has originally responded to Ms. [redacted]'s call from earlier. When the Officer arrived, he stated that the occupant living at [redacted] stated that she was upset because she was dealing with some stressful legal issues regarding her son and that she was "just having problems living in an apartment" and that the noises from her neighbor were normal apartment living noises, that she was thinking of moving.
Ms. [redacted] had also called the Corporate Office leaving a message for someone to call her back because she had questions about her lease. The Regional Manager called her back the next day. Ms. [redacted] was told her options for moving from her apartment since she asked how she could "get out
of her lease." She stated she just was having problems that were causing her a lot of stress and she understood the family downstairs was not doing anything wrong, that she was the one at fault. The Regional Manager told her she can find someone to sublet her apartment, or, she could move while remaining rent responsible until we find another tenant. She was also told the longer she waits to make a decision to move, the harder it will be for us to find someone since people looking to move in late fall and winter are not plentiful. Ms. [redacted]'s current lease (renewed from last year) is scheduled to end April 30, 2017. The Regional Manager also told Ms. [redacted] that her conduct of stomping on the floor must stop.
I believe that I, the Property Manager, our Maintenance Technician and the Regional Property Manager, [redacted] tried to resolve a tense, escalating incident in a professional manner, with sensitivity and concern for all parties involved. The neighbor in [redacted] (living underneath Ms. [redacted]) reported that Ms. [redacted] was playing with her dog outside their building, smiling and talking with other neighbors the next day and said, although she will still keep her door locked, she thinks the issue has been resolved. Regarding Ms. [redacted]'s report that she has maintenance issues, while we strive to make repairs within, as short a time as possible, this is not always possible, especially if parts are needed to be purchased.
If you have any other questions, you may reach me directly at (XXX) XXX-XXXX or by email at [redacted]@legacyvarin.com. Thank you so much for your assistance in resolving this complaint.
Sincerely,
Initial Consumer Rebuttal /* (3000, 8, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is thoughtful of the property manager and regional manager to make a sensitive attempt to resolve the issues, however, wether my lease is up or Riverside North Apartments has an occupant to live in my apartment I ultimately want out of my lease at no charge. I have made several efforts with maintenance requests and still have things that have not been fixed since I very first started living here. There are cracks in my ceiling, and son's bedroom. There are broken bathroom tiles in my bathtub that have been that way since I very first moved in and still have not been fixed. And I do not know if a work order was made for that request. I was just told it wasn't a priority and it would be awhile. I also feel due to the issues I have with neighbors and maintenance requests not being met, has caused my stressful legal situation with my son. Our rent was raised this year and I still do not feel the property deserves the extra allowance. These apartments are no more secure or safer than they were before the renovations. Also, living here has caused my legal issues with my son to get worse because at times he has not felt safe due to neighbors and unmet maintenance requests. As far as the neighbors beneath me are concerned when I filed the police report I told the police that child wakes up crying every morning and CPS should be aware of the situation.
Sincerely,
[redacted]
South Bend, IN XXXXX
Final Business Response /* (4000, 10, 2016/09/23) */
Revdex.com of Northern Indiana
ATTN: [redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted]
Dear Ms. [redacted]
I am responding to the letter I received from you today regarding, [redacted]’s complaint, which she originally filed on September 7, 2016. It is my understanding that she does not accept the rebuttal I submitted on behalf of Riverside North Apartments.
In her written response, Ms. [redacted] states that “wether my lease is up or Riverside North Apartments has an occupant to live in my apartment I ultimately want out of my lease at no charge.†Unfortunately, with a legally binding lease in effect, I am not able to release any of our Residents from their executed leases. There are provisions in Ms. [redacted]’s lease that permit her to find someone to sublet her apartment, or she may move and allow us to secure another resident for her apartment while continuing to be rent responsible.
Regarding uncompleted Service Requests, all work orders in our system from Ms. [redacted]’s move in date to today have been completed. Things that were unacceptable to Ms. [redacted] at the time of her move in, which was March 6, 2015, should have been taken care of long before now, and if they have not, I am happy to submit Service Requests for her at this time for the bathroom tiles and ceiling cracks in the apartment. It has never been my or my company’s policy to ignore a resident’s requests for service, so if she felt like that was the case at move in, although I was not present at that time, I sincerely apologize, and these requests will be addressed.
While we really want our Residents to renew their leases, it is a matter of choice for her to have done so and complaining about a small rent increase is really unfair at this time. In fact, she is paying [redacted] less than the Market Rate on this floor plan style. In addition, by her own admission, Ms. [redacted] has told the South Bend Police Officer, me, and the Regional Manager that the problems with her neighbor are just the neighbor “living her life.†In my opinion, reporting that a child is heard crying is not cause for CPS to investigate unless one also observes other indicators a parent is not behaving in a healthy manner, such as observing marks/bruises on a child, if there is a failure to thrive, gain weight, and grow in height, or there is known drug or alcohol use, abuse, or manufacture occurring in the household. However, this also is something that Ms. [redacted] will have to address of her own accord, and not something the apartment management will handle unless we do in fact, observe unquestionable, threatening behavior toward the child, which we have not.
I do encourage Ms. [redacted] to make an appointment to further discuss her options for moving from her apartment. It is not impossible to find someone to sublet her apartment. It is in a beautiful part of the community, has a lot of space for the money, and there are usually many Grad School students looking for a short term lease. Since this issue is likely not one which the Revdex.com can resolve 100% because of the legally binding lease to which Ms. [redacted] is obligated to fulfill, speaking with the Property Manager or the Regional Property Manager may be the best alternative. I am respectfully asking that this complaint be closed against Riverside North Apartments and that it not affect our high standing within the business community.
Sincerely,
[redacted]
Property Manager
Initial Business Response /* (1000, 5, 2015/09/05) */
Contact Name and Title: Amy [redacted], Prop. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@legacyvarin.com
Dear Revdex.com,
Thank you for giving us the opportunity to respond to this complaint. The resident who made...
this complaint emailed our leasing office on 8/20/15 to let us know that her faucet was leaking and she was having very little hot water. I (the Property Manager) sent maintenance over on 8/20/15 to check the faucet and the hot water issue, as we considered it an emergency. When the maintenance technician went over to the apartment, he found that the closet containing the water shut off was completely full of items and he was unable to get to the water heater or the water shut off to properly assess the problem. I sent an email to the resident letting her know what prevented us from fixing her water heater and her faucet that day and asked her to please thoroughly clean out her closet so that we could access the water shut off and the water heater to make the necessary repairs. The resident e-mailed me back and said that she would clean out the closet when she returned from work. We attempted to return to the apartment on 8/21/15, but again, ran into the same problem of the closet being too full of items to make the repairs.
On 8/24/15, our maintenance technician went over to the apartment and replaced the top and bottom elements in the water heater in order to fix the problem. I received an e-mail from the resident again on 8/25/15 stating that she still had no hot water and the faucet was still leaking. She had stated that she was able to use her across the hall neighbor's shower in the meantime, but she would like the hot water to be fixed immediately and that her closet was still cleaned out. On 8/26/15, I sent our maintenance technician out to their apartment again to change both of the thermostats in the water heater to repair it, as at that point, everything electrical in the water heater had been changed to brand new. I emailed the resident on 8/26/15 letting her know that everything electrical had been replaced and to let me know if she still did not have hot water when she returned home. The resident e-mailed me upon getting home to let me know that she did not have any hot water still, so the maintenance technician went out and bought a new water heater and installed it on 8/27/15, and the residents' hot water was restored.
On 8/27/15, I did have to go and properly clean out the closet so that a water heater on a dolly could fit in and out of the apartment and closet. The pictures have been emailed to the Revdex.com representative.
The complaint also stated that a hole was "busted" in the wall during a repair, but that hole is the hole that houses the water shut off for the apartment and has always been there, but may not have been noticed by the resident prior to this as it was covered up by the items in the closet. As for the flooding of the bathroom and wet boot prints throughout the apartment, I verified with the other resident of the apartment and my maintenance technician that there were only two small water spots on the hallway carpet and no water flooded in the bathroom at all.
The faucet had been repaired several times in the past and it was decided that the needed repair was much more extensive. It involved cutting out a section of tiled bathroom wall, rehanging drywall, reinstalling cement board, re-plumbing the lines, reinstalling a faucet system, and re-tiling the wall. This repair was worked on through the week of 8/31/15-9/3/15, with the grouting of the tile finalized on 9/3/15.
While we understand the inconvenience to the resident that this situation caused, as detailed above, when it was brought to our attention, we took action right away and made sure that all repairs were completed to the highest quality and to the best of our abilities.
Sincerely,
[redacted]
OFFER:
Initial Business Response / [redacted] (1000, 5, 2015/09/05) */ Contact Name and Title: Amy [redacted] , PropManager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @legacyvarin.com Dear Revdex.com, Thank you for giving us the opportunity to respond to this complaintThe resident who made this complaint emailed our leasing office on 8/20/to let us know that her faucet was leaking and she was having very little hot waterI (the Property Manager) sent maintenance over on 8/20/to check the faucet and the hot water issue, as we considered it an emergencyWhen the maintenance technician went over to the apartment, he found that the closet containing the water shut off was completely full of items and he was unable to get to the water heater or the water shut off to properly assess the problemI sent an email to the resident letting her know what prevented us from fixing her water heater and her faucet that day and asked her to please thoroughly clean out her closet so that we could access the water shut off and the water heater to make the necessary repairsThe resident e-mailed me back and said that she would clean out the closet when she returned from workWe attempted to return to the apartment on 8/21/15, but again, ran into the same problem of the closet being too full of items to make the repairs On 8/24/15, our maintenance technician went over to the apartment and replaced the top and bottom elements in the water heater in order to fix the problemI received an e-mail from the resident again on 8/25/stating that she still had no hot water and the faucet was still leakingShe had stated that she was able to use her across the hall neighbor's shower in the meantime, but she would like the hot water to be fixed immediately and that her closet was still cleaned outOn 8/26/15, I sent our maintenance technician out to their apartment again to change both of the thermostats in the water heater to repair it, as at that point, everything electrical in the water heater had been changed to brand newI emailed the resident on 8/26/letting her know that everything electrical had been replaced and to let me know if she still did not have hot water when she returned homeThe resident e-mailed me upon getting home to let me know that she did not have any hot water still, so the maintenance technician went out and bought a new water heater and installed it on 8/27/15, and the residents' hot water was restored On 8/27/15, I did have to go and properly clean out the closet so that a water heater on a dolly could fit in and out of the apartment and closetThe pictures have been emailed to the Revdex.com representative The complaint also stated that a hole was "busted" in the wall during a repair, but that hole is the hole that houses the water shut off for the apartment and has always been there, but may not have been noticed by the resident prior to this as it was covered up by the items in the closetAs for the flooding of the bathroom and wet boot prints throughout the apartment, I verified with the other resident of the apartment and my maintenance technician that there were only two small water spots on the hallway carpet and no water flooded in the bathroom at all The faucet had been repaired several times in the past and it was decided that the needed repair was much more extensiveIt involved cutting out a section of tiled bathroom wall, rehanging drywall, reinstalling cement board, re-plumbing the lines, reinstalling a faucet system, and re-tiling the wallThis repair was worked on through the week of 8/31/15-9/3/15, with the grouting of the tile finalized on 9/3/ While we understand the inconvenience to the resident that this situation caused, as detailed above, when it was brought to our attention, we took action right away and made sure that all repairs were completed to the highest quality and to the best of our abilities Sincerely, [redacted] OFFER:
Initial Business Response / [redacted] (***0, 5, 2017/06/16) */ RE: Case # [redacted] Dear Ms [redacted] Thank you for contacting our community regarding a complaint filed by the wife and previous Applicant(s), [redacted] [redacted] first contacted Riverside North Apartments on February 16, via our website Portal where he said he was looking for a or bedroom apartment with a tentative move in date at the end of MayOur Leasing Consultant did follow up and emails and/or phone calls ensued On Saturday, March 4, 2017, the Manager (me), met Mr [redacted] in the Office to discuss availability and how to applyMr [redacted] was told that we expect Applicants to sign a lease within a week of their Application being approvedHe was also given our Fees Sheet letting him know that Earnest Deposits are taken from the same payment method as the Application Fee was paid, upon an Application submission [redacted] stated he was specifically interested in a bedroom for a May 28, move in dateHe was told that there are no available bedroom apartments at this time available for a May 28, move in date on our Notice —to-Vacate Report because residents still had weeks to put in their NoticesWhat [redacted] was told about, and to which he referred, was unit # [redacted] which would be available April 1, because the current resident was moving out on March 31, Again, we would not be able to hold that apartment for almost days for his preferred move in dateHe was told we did not know IF we would have another Delaware with a washer and dryer coming open for a May 28, move in Mr [redacted] and Ms [redacted] applied March 27, for the apartment identifying an APRIL 11, move in dateOnce the application was received by our Office, it was processed and ApprovedAs per company policy and which is noted on the Application, that Applicants check the box that they read, understand and agree with the TERMS and CONDITIONS (including payment requirements) before the Application can be processedI included a copy of their acknowledgements of these terms The facts are that they applied for an apartment that we could not hold because [redacted] required someone to move in earlier than May 28, With no other apartment available that met their preferences, although there were other apartments without a washer dryer for a lower rent rate offered, and some with a much higher rent rate with a washer/dryer, there was no other apartment to which the Leasing Consultant could assign them [redacted] tried her best to explain everything carefully to [redacted] in phone calls and emails, and I believe this is where any misunderstanding may have originated as Mrs [redacted] may have received info that was "lost in translation." Since Mr [redacted] , nor Ms [redacted] ( [redacted] ) entered into a lease because they would not take an alternative apartment, the Earnest Fee of [redacted] is never refundableThe only time it is refundable is when an Applicant does not qualify due to background/credit history/landlord reference check, at which time, the $ [redacted] is refundedBoth the Leasing Consultant and then the Regional Property Manager (our boss) has explained this in numerous emails but Mrs [redacted] has persisted in her continued requests for a refundThe Earnest Deposit is acting as a Hold Fee so no one else can apply for the apartmentWithout the signed lease, eventually the application was canceledWhen a lease is executed, the Earnest Deposit is then applied to the Security Deposit I understand that money is valuable and Mrs [redacted] is upsetI truly apologize for any misunderstanding as nothing has been intentional at all on anyone's partMr [redacted] the Regional Property Manager, has pointed out that the application online on our website specifies the policyAt this point, we have done our part in trying to make the explanation clear, to no availOur community would have loved to accommodate the Loudens and are sick at heart that we could notOur Leasing team makes every attempt to assign preferred floor plans to Prospects because we want our Residents to be happy in their new homesWe are highly flexible in trying to meet their needsAgain, we do sincerely apologize, but this [redacted] is not refundable Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we appreciate Riverside North Apartments for responding to our initial complaint regarding the non-refund of earnest money deposit, we disagree with the explanations laid out by Property Manager MsMindy [redacted] and provide evidence against her claimed sequence of events Below, I have outlined several points of information which are supported by attached documentation including emails, a voicemail recording and transcript by Ms [redacted] (Leasing Consultant), and screenshots of the Alerts and Notifications in the Riverside North Apartment Application website portal On April 4th, [redacted] contacted me stating that my Application had been approvedIt is important to note that at this time, I had only paid the application fee and had not yet paid the earnest money depositAfter the Application had been approved, [redacted] and I began discussing which units had available modates in early June On April 6th, [redacted] informed me there was a two-bedroom apartment available for a June 5th modate(See attached email from [redacted] indicating "The apartment you applied for will be available June 5th.") In a follow up phone call later that day, she indicated that at that time I could pay the earnest money deposit, and I would be able to lease that two-bedroom apartmentI consented for [redacted] to charge the credit card on file for the earnest money deposit, which she indicated she would do so after hanging up the phone with meA screenshot of the Riverside North Apartments leasing application portal shows "A Holding Deposit amount of $was charged on the payment account", and following that "Move in Date changed from 6/11/to 6/5/2017" (See attached screenshot: the most recent event is listed at the top of the page, and time moves backward as you move down the page)A second important detail to note, the order of these events indicate that my credit card was charged for the earnest money deposit prior to the apartment Move in Date being changed to the agreed upon June 5th dateWithin the afternoon, I received the following voicemail from [redacted] "Hi [redacted] this is [redacted] calling from Riverside NorthUm unfortunately there was a problem with the processing of the applications um but I would like to discuss with you so if you could please give me a call back at your earliest convenience you can reach me here at the office at XXX-XXX-XXXX thanks bye." Upon returning [redacted] 's phone call, she informed me that Riverside North was unable to hold the apartment with the June 5th modate, the exact apartment I was previously informed was available and eligible for me to lease [redacted] indicated that the apartment in question was currently vacant (on that day, April 6th), and the computer system would not allow her to hold the apartment until June 5thHowever, at the time I approved of paying an earnest money deposit, I had no knowledge that the apartment was currently vacant and therefore ineligible to be reservedMore disturbing, Riverside North had (either unintentionally or intentionally) misled me to believe the apartment was eligible to be held, and charged me the earnest money deposit before informing me otherwise Riverside North has yet to acknowledge or comment on their distribution of misinformation, the voicemail [redacted] left on my cell phone, or our contradiction to their claims to the sequence of events which we have backed with emails and screenshots of their website portalI implore Riverside North to respond directly to these points, fully explaining why their sequence of events does not line up with the information and evidence we have provided herein In summary, Riverside North misled me to believe an apartment was available for me to rent, collected an earnest money deposit after which they disclosed the apartment was not available, and have declined refunding the earnest money depositWe are still requesting to be returned a total of [redacted] covering our [redacted] earnest money deposit plus the associated credit card fee of [redacted] Thank you Final Business Response / [redacted] (4000, 10, 2017/07/03) */ Revdex.com of Northern Indiana ATTN: [redacted] Parnell Avenue Fort Wayne, IN XXXXX June 30, RE: Case # [redacted] Dear Ms [redacted] Thank you for informing me of Mrs [redacted] ’s rebuttal stating she does not accept my responseWhile we attempt to provide as accurate of information to Prospects during the initial contact and during the leasing process, we cannot be held responsible for their interpretation of what has been conveyedEvery person hears information and processes it in his own wayI am sorry that no one else from our Corporate Office continued to respond to all of her emails and calls, which Mrs [redacted] mentionsIt is my belief that after several extensive emails and telephone conversations where the question was asked, “Why aren’t we getting a refund?†and the answer was provided repeatedly, further email explanations seemed to redundant as circular conversations are The fact is, the couple applied for an apartment, at which point all terms and conditions regarding the [redacted] Earnest Deposit were acknowledged by the checking of boxes indicating they read and accepted those termsRiverside North Apartments held the apartment for the allotted time according to our rules and policies, and they chose to live somewhere elseThey are not entitled to receive a refund I personally wish this couple nothing but the best I am sure they love their new home and will enjoy their time making it a bright and comfortable home Sincerely, [redacted] Property Manager
Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @legacyvarin.com Dear Revdex.com, The resident who submitted this complaint did call our office on May 18, to report that her air conditioning was not working and the leasing consultant was informed that her son had asthma and it was their belief that the asthma was being triggered by the lack of air conditioning in her apartmentThe leasing consultant quickly notified maintenance, both of which responded immediately to the callThey worked on the unit for a few hours and decided they needed a third opinion, so they called another HVAC certified maintenance technician from another property to come and assist in order to reach the quickest resolution to the problemThe issue with the air handler proved to be electrical in nature and was unable to be solved by the end of the business dayDue the temperate weather coming up during that week that negated the need for the air conditioning unit (degrees to degrees), the technicians confirmed with the resident that they would be back to continue working on the unit as soon as they could The resident called the office again on May 26th, stating that she would like her air conditioning unit looked at again as the temperature was rising again and was informed by the leasing consultant that someone would be out the next day to look at itMay 27th, 2015, a contractor from Griffen Plumbing and HVAC came out to look at the unit and assessed the problemThe transformer was replaced and the unit was running on the night of May 27th, May 28, 2015, a contractor from Griffen Plumbing and HVAC came back out to check to make sure all was still working, did some final work, and completed the service ticket The residents' complaints were addressed promptly when made and when it was assessed that a professional company was required to complete the work, one was hired and the work was completed the next business day Management followed up when the resident was in to pay their rent on June 5, and asked if the air conditioning was still working properly and the resident assured management that it was most certainly still working well in their apartment It is our sincerest hope that this answers all questions put forth to the Revdex.com concerning this matterPlease feel free to contact us with anything further Sincerely, Riverside North Management OFFER:
Initial Business Response / [redacted] (1000, 5, 2017/01/27) */ Revdex.com of Northern Indiana ATTN: [redacted] *King [redacted] Fort Wayne, IN XXXXX RE: Case # [redacted] This letter is in response to a complaint filed recently by a former resident, [redacted] who stated she was falsely accused of going against the terms of her lease, that a tow truck driver was going to tow the wrong car, that she was notified that her lease would not be renewed and that she is requesting a refund for not having parkingAfter a serious verbal altercation between this former resident and members of our staff and after threats were issued from Ms [redacted] toward a neighbor on October 28, 2016, the former resident was issued a Notice of Banishment from this office restricting her contact to reporting work order requests by telephone or through the property websiteSince that time, we have not had much interaction with Ms [redacted] However, on January 4, 2017, a series of complaints was received from a neighbor that marijuana could be smelled from the residence of Ms [redacted] Upon police visiting the property, nothing was found an our Office considered the matter to be resolvedOn January 6, 2017, a tow company did open the door to a vehicle parked in the parking lot, which it turned out to belong to Ms [redacted] 's boyfriendThe boyfriend proceeded to shout obscenities at the Manager, tow truck driver and anyone else within earshotWhen I asked [redacted] who he was and why was he screaming and threatening people, she replied that he was her boyfriend, so I asked him to lower his voice and stop cursingWhen he did not calm down, I ascertained the driver inadvertently had opened his car door instead of the car he was supposed to towThe driver hooked up the correct car all while both the boyfriend and [redacted] continued shoutingI explained to both [redacted] and the male that he is not a resident and he shouted that he was, has been living with [redacted] and the male the whole time and helps pay all of her bills [redacted] then began screaming that I was the reason she lost custody of her child and has not been allowed to see him for six months and she was going to sue; the boyfriend was threatening to sue, [redacted] was threatening to sue me personally because it is my fault she can't have her sonI told [redacted] that her boyfriend cannot live with her without being on the Lease and since he is not on the lease he needed to leaveThe boyfriend continued yelling and shouting at the top of his lungs in the parking lotBy this time, the car was on the flatbed and the driver leftI walked back to the OfficeShortly after, the tow company called an wanted to know what was going on because the resident's boyfriend was out of controlEventually, the tow company's owner arrived and the police were calledMs [redacted] was issued two Lease Violations: one for the overall disturbance and one for having an unauthorized occupantShe was then sent a letter notifying her that she would not be offered the option to renew her lease upon expiration date of April 30, Once she received the letters, she promptly called our Office and stated she was giving permission for our Office to find someone else to rent her apartment as a subletter and was informed we do not find subletters, that is the responsibility of the residentShe turned in her keys and moved out and is no longer a resident her at Riverside North ApartmentsMs [redacted] was provided with highlighted copies of the pages of her lease outlining the violationsShe has not or was not falsely accused of anythingBoth she and her boyfriend admitted that he lived with her, her neighbors confirmed that he was seen daily coming and going from the apartment homeMs [redacted] 's co-signer, also listed on her lease, was sent all documents as well regarding the lease violations and non-renewal of the lease letterWhile we would like nothing more than to have been ale to work with Ms [redacted] on her parking problem, it was made known to me that her boyfriend would wait for [redacted] to arrive home after work where he would move his car out of the parking spot in front of the building so that [redacted] could park in the spotHe would then park his car directly across from her carI do not see that parking was really a significant problem for ***The fact her unauthorized occupant was occupying a parking spot in the Resident Parking lot seems somewhat hypocritical or at the least, ironicOur entire team, both office and maintenance has provided exemplary servise completing all service requests, including replacing the stove after they actually broke it, for which she was not charged because no one wanted to risk any further meltdowns, tantrums and harassmentWe have offered many solutions and alternatives to Ms [redacted] for parking and for legally abiding her lease contractWe have truly done all we can doBecause she skipped out on her lease three months early, we are forced to seek a replacement resident earlier than expectedThan you for your attention to this matterPlease let me know if I can answer any other question you may have Sincerely, [redacted] Property Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] D South [redacted] XXXXX XXX-XXX-XXXX [redacted] January Dear Revdex.com, This is my response to my business complaint in regards to Riverside North ApartmentsThe first response I would like to make clear is the tow truck driver did in fact get keys to a car and proceeded to open the door to my fiance's car when he then proceeded to rummage through my fiance's change in his council of his car and stole his cigarettes and Zippo lighter that was a giftWhen we confronted the tow truck driver his response was [redacted] the manager gave him the keys to tow this carMy boyfriend did stop him from stealing anything else from his car and called the tow truck driver company's owner and the policeThe tow truck company's owner response to my fiance was they were looking for a reason to fire this employee and this incident may have caused them to do soThe police informed both my fiance and I we should proceed to file a complaint with the Revdex.comIn regards to maintenance issues consistently I have encountered while being a resident with Riverside North Apartments I have pictures in detail from all the repairs and renovations that my apartment needed and the manager refused several times to address the issuesIn regards to the smell of marijuana both myself and my fiance have smelled it too, in the hallway when we have come home from work and have called the police and the office to Riverside North apartments to address the issueAs far as Riverside North apartments trying to work with me as a resident [redacted] did in fact have at least conversations with myself in regards to my concerns about neighbors and the parking issues and she informed me they could in fact have my apartment rented when I movedI find it absolutely unacceptable to come home from work at night as a paying resident and have no where to parkAlso, the several issues with neighbors and their children I do in fact know there are residents there with children and their friends living and occupying their apartments and they are not on their lease eitherCPS in fact should investigate that entire apartment complex for the sake of the over populated children living in a two bedroom apartmentI do know I mentioned to [redacted] several times the child downstairs cried and screamed a lot while they were home and she informed me I would have see the parents mistreating the childIn regards to an incident with a neighbor to where I was banished from the office I have no idea what [redacted] is talking aboutThere was no incident with a neighbor besides me calling the office to complain about the child screaming downstairsAlso,my automobile was in fact vandalized and I filed a police report in regards to that issue alsoI am no longer a resident at riverside North apartments, and my lease is stated to end at the end of March and [redacted] did inform me when I moved they could have the apartment rented to cancel out the rest of my lease agreement with their apartment complexI would like to include pictures of the maintenance repairs that were not met while I was a resident thereI was falsely accused of going against my lease, in fact my boyfriend lived with his parents the entire term of my lease, and he was only visiting me at my apartment until we could find a houseThank you Revdex.com for your time and I truly hope this can be resolved peacefully Sincerely, [redacted] @mail.com XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@legacyvarin.com
Dear Revdex.com,
The resident who submitted this complaint did call our office on May 18, 2015 to report that her air...
conditioning was not working and the leasing consultant was informed that her son had asthma and it was their belief that the asthma was being triggered by the lack of air conditioning in her apartment. The leasing consultant quickly notified maintenance, both of which responded immediately to the call. They worked on the unit for a few hours and decided they needed a third opinion, so they called another HVAC certified maintenance technician from another property to come and assist in order to reach the quickest resolution to the problem. The issue with the air handler proved to be electrical in nature and was unable to be solved by the end of the business day. Due the temperate weather coming up during that week that negated the need for the air conditioning unit (52 degrees to 65 degrees), the technicians confirmed with the resident that they would be back to continue working on the unit as soon as they could.
The resident called the office again on May 26th, 2015 stating that she would like her air conditioning unit looked at again as the temperature was rising again and was informed by the leasing consultant that someone would be out the next day to look at it. May 27th, 2015, a contractor from Griffen Plumbing and HVAC came out to look at the unit and assessed the problem. The transformer was replaced and the unit was running on the night of May 27th, 2015. May 28, 2015, a contractor from Griffen Plumbing and HVAC came back out to check to make sure all was still working, did some final work, and completed the service ticket.
The residents' complaints were addressed promptly when made and when it was assessed that a professional company was required to complete the work, one was hired and the work was completed the next business day.
Management followed up when the resident was in to pay their rent on June 5, 2015 and asked if the air conditioning was still working properly and the resident assured management that it was most certainly still working well in their apartment.
It is our sincerest hope that this answers all questions put forth to the Revdex.com concerning this matter. Please feel free to contact us with anything further.
Sincerely,
Riverside North Management
OFFER:
Initial Business Response /* ([redacted]0, 5, 2017/06/16) */
RE: Case # [redacted] Dear Ms. [redacted]
Thank you for contacting our community regarding a complaint filed by the wife and previous Applicant(s), [redacted]. [redacted] first contacted Riverside North Apartments on February 16,...
2017 via our website Portal where he said he was looking for a 1 or 2 bedroom apartment with a tentative move in date at the end of May. Our Leasing Consultant did follow up and emails and/or phone calls ensued.
On Saturday, March 4, 2017, the Manager (me), met Mr. [redacted] in the Office to discuss availability and how to apply. Mr. [redacted] was told that we expect Applicants to sign a lease within a week of their Application being approved. He was also given our Fees Sheet letting him know that Earnest Deposits are taken from the same payment method as the Application Fee was paid, upon an Application submission.
[redacted] stated he was specifically interested in a 2 bedroom for a May 28, 2017 move in date. He was told that there are no available 2 bedroom apartments at this time available for a May 28, 2017 move in date on our Notice —to-Vacate Report because residents still had weeks to put in their Notices. What [redacted] was told about, and to which he referred, was unit # [redacted] which would be available April 1, 2017 because the current resident was moving out on March 31, 2017. Again, we would not be able to hold that apartment for almost 60 days for his preferred move in date. He was told we did not know IF we would have another Delaware with a washer and dryer coming open for a May 28, 2017 move in.
Mr. [redacted] and Ms. [redacted] applied March 27, 2017 for the apartment identifying an APRIL 11, 2017 move in date. Once the application was received by our Office, it was processed and Approved. As per company policy and which is noted on the Application, that Applicants check the box that they read, understand and agree with the TERMS and CONDITIONS (including payment requirements) before the Application can be processed. I included a copy of their acknowledgements of these terms.
The facts are that they applied for an apartment that we could not hold because [redacted] required someone to move in earlier than May 28, 2017. With no other apartment available that met their preferences, although there were other apartments without a washer dryer for a lower rent rate offered, and some with a much higher rent rate with a washer/dryer, there was no other apartment to
which the Leasing Consultant could assign them. [redacted] tried her best to explain everything carefully to [redacted] in phone calls and emails, and I believe this is where any misunderstanding may have originated as Mrs. [redacted] may have received info that was "lost in translation." Since Mr. [redacted], nor Ms. [redacted] ([redacted]) entered into a lease because they would not take an alternative apartment, the Earnest Fee of [redacted] is never refundable. The only time it is refundable is when an Applicant does not qualify due to background/credit history/landlord reference check, at which time, the $[redacted] is refunded. Both the Leasing Consultant and then the Regional Property Manager (our boss) has explained this in numerous emails but Mrs. [redacted] has persisted in her continued requests for a refund. The Earnest Deposit is acting as a Hold Fee so no one else can apply for the apartment. Without the signed lease, eventually the application was canceled. When a lease is executed, the Earnest Deposit is then applied to the Security Deposit.
I understand that money is valuable and Mrs. [redacted] is upset. I truly apologize for any misunderstanding as nothing has been intentional at all on anyone's part. Mr. [redacted] the Regional Property Manager, has pointed out that the application online on our website specifies the policy. At this point, we have done our part in trying to make the explanation clear, to no avail. Our community would have loved to accommodate the Loudens and are sick at heart that we could not. Our Leasing team makes every attempt to assign preferred floor plans to Prospects because we want our Residents to be happy in their new homes. We are highly flexible in trying to meet their needs. Again, we do sincerely apologize, but this [redacted] is not refundable.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate Riverside North Apartments for responding to our initial complaint regarding the non-refund of earnest money deposit, we disagree with the explanations laid out by Property Manager Ms. Mindy [redacted] and provide evidence against her claimed sequence of events.
Below, I have outlined several points of information which are supported by attached documentation including emails, a voicemail recording and transcript by Ms. [redacted] (Leasing Consultant), and screenshots of the Alerts and Notifications in the Riverside North Apartment Application website portal.
On April 4th, [redacted] contacted me stating that my Application had been approved. It is important to note that at this time, I had only paid the application fee and had not yet paid the earnest money deposit. After the Application had been approved, [redacted] and I began discussing which units had available move-in dates in early June.
On April 6th, [redacted] informed me there was a two-bedroom apartment available for a June 5th move-in date. (See attached email from [redacted] indicating "The apartment you applied for will be available June 5th.") In a follow up phone call later that day, she indicated that at that time I could pay the earnest money deposit, and I would be able to lease that two-bedroom apartment. I consented for [redacted] to charge the credit card on file for the earnest money deposit, which she indicated she would do so after hanging up the phone with me. A screenshot of the Riverside North Apartments leasing application portal shows "A Holding Deposit amount of $102.20 was charged on the payment account", and following that "Move in Date changed from 6/11/2017 to 6/5/2017" (See attached screenshot: the most recent event is listed at the top of the page, and time moves backward as you move down the page). A second important detail to note, the order of these events indicate that my credit card was charged for the earnest money deposit prior to the apartment Move in Date being changed to the agreed upon June 5th date. Within the afternoon, I received the following voicemail from [redacted].
"Hi [redacted] this is [redacted] calling from Riverside North. Um unfortunately there was a problem with the processing of the applications um but I would like to discuss with you so if you could please give me a call back at your earliest convenience you can reach me here at the office at XXX-XXX-XXXX thanks bye."
Upon returning [redacted]'s phone call, she informed me that Riverside North was unable to hold the apartment with the June 5th move-in date, the exact apartment I was previously informed was available and eligible for me to lease. [redacted] indicated that the apartment in question was currently vacant (on that day, April 6th), and the computer system would not allow her to hold the apartment until June 5th. However, at the time I approved of paying an earnest money deposit, I had no knowledge that the apartment was currently vacant and therefore ineligible to be reserved. More disturbing, Riverside North had (either unintentionally or intentionally) misled me to believe the apartment was eligible to be held, and charged me the earnest money deposit before informing me otherwise.
Riverside North has yet to acknowledge or comment on their distribution of misinformation, the voicemail [redacted] left on my cell phone, or our contradiction to their claims to the sequence of events which we have backed with emails and screenshots of their website portal. I implore Riverside North to respond directly to these points, fully explaining why their sequence of events does not line up with the information and evidence we have provided herein.
In summary, Riverside North misled me to believe an apartment was available for me to rent, collected an earnest money deposit after which they disclosed the apartment was not available, and have declined refunding the earnest money deposit. We are still requesting to be returned a total of [redacted] covering our [redacted] earnest money deposit plus the associated credit card fee of [redacted]
Thank you.
Final Business Response /* (4000, 10, 2017/07/03) */
Revdex.com of Northern Indiana
ATTN: [redacted]
4011 Parnell Avenue
Fort Wayne, IN XXXXX
June 30, 2017
RE: Case # [redacted]
Dear Ms. [redacted]
Thank you for informing me of Mrs. [redacted]’s rebuttal stating she does not accept my response. While we attempt to provide as accurate of information to Prospects during the initial contact and during the leasing process, we cannot be held responsible for their interpretation of what has been conveyed. Every person hears information and processes it in his own way. I am sorry that no one else from our Corporate Office continued to respond to all of her emails and calls, which Mrs. [redacted] mentions. It is my belief that after several extensive emails and telephone conversations where the question was asked, “Why aren’t we getting a refund?†and the answer was provided repeatedly, further email explanations seemed to redundant as circular conversations are.
The fact is, the couple applied for an apartment, at which point all terms and conditions regarding the [redacted] Earnest Deposit were acknowledged by the checking of boxes indicating they read and accepted those terms. Riverside North Apartments held the apartment for the allotted time according to our rules and policies, and they chose to live somewhere else. They are not entitled to receive a refund.
I personally wish this couple nothing but the best I am sure they love their new home and will enjoy their time making it a bright and comfortable home.
Sincerely,
[redacted]
Property Manager
Initial Business Response /* (1000, 5, 2017/01/27) */
Revdex.com of Northern Indiana
ATTN: [redacted]. King
[redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted]
This letter is in response to a complaint filed recently by a former resident, [redacted] who stated...
she was falsely accused of going against the terms of her lease, that a tow truck driver was going to tow the wrong car, that she was notified that her lease would not be renewed and that she is requesting a refund for not having parking. After a serious verbal altercation between this former resident and members of our staff and after threats were issued from Ms. [redacted] toward a neighbor on October 28, 2016, the former resident was issued a Notice of Banishment from this office restricting her contact to reporting work order requests by telephone or through the property website. Since that time, we have not had much interaction with Ms. [redacted]. However, on January 4, 2017, a series of complaints was received from a neighbor that marijuana could be smelled from the residence of Ms. [redacted]. Upon police visiting the property, nothing was found an our Office considered the matter to be resolved. On January 6, 2017, a tow company did open the door to a vehicle parked in the parking lot, which it turned out to belong to Ms. [redacted]'s boyfriend. The boyfriend proceeded to shout obscenities at the Manager, tow truck driver and anyone else within earshot. When I asked [redacted] who he was and why was he screaming and threatening people, she replied that he was her boyfriend, so I asked him to lower his voice and stop cursing. When he did not calm down, I ascertained the driver inadvertently had opened his car door instead of the car he was supposed to tow. The driver hooked up the correct car all while both the boyfriend and [redacted] continued shouting. I explained to both [redacted] and the male that he is not a resident and he shouted that he was, has been living with [redacted] and the male the whole time and helps pay all of her bills. [redacted] then began screaming that I was the reason she lost custody of her child and has not been allowed to see him for six months and she was going to sue; the boyfriend was threatening to sue, [redacted] was threatening to sue me personally because it is my fault she can't have her son. I told [redacted] that her boyfriend cannot live with her without being on the Lease and since he is not on the lease he needed to leave. The boyfriend continued yelling and shouting at the top of his lungs in the parking lot. By this time, the car was on the flatbed and the driver left. I walked back to the Office. Shortly after, the tow company called an wanted to know what was going on because the resident's boyfriend was out of control. Eventually, the tow company's owner arrived and the police were called. Ms. [redacted] was issued two Lease Violations: one for the overall disturbance and one for having an unauthorized occupant. She was then sent a letter notifying her that she would not be offered the option to renew her lease upon expiration date of April 30, 2017. Once she received the letters, she promptly called our Office and stated she was giving permission for our Office to find someone else to rent her apartment as a subletter and was informed we do not find subletters, that is the responsibility of the resident. She turned in her keys and moved out and is no longer a resident her at Riverside North Apartments. Ms. [redacted] was provided with highlighted copies of the pages of her lease outlining the violations. She has not or was not falsely accused of anything. Both she and her boyfriend admitted that he lived with her, her neighbors confirmed that he was seen daily coming and going from the apartment home. Ms. [redacted]'s co-signer, also listed on her lease, was sent all documents as well regarding the lease violations and non-renewal of the lease letter. While we would like nothing more than to have been ale to work with Ms. [redacted] on her parking problem, it was made known to me that her boyfriend would wait for [redacted] to arrive home after work where he would move his car out of the parking spot in front of the building so that [redacted] could park in the spot. He would then park his car directly across from her car. I do not see that parking was really a significant problem for [redacted]. The fact her unauthorized occupant was occupying a parking spot in the Resident Parking lot seems somewhat hypocritical or at the least, ironic. Our entire team, both office and maintenance has provided exemplary servise completing all service requests, including replacing the stove after they actually broke it, for which she was not charged because no one wanted to risk any further meltdowns, tantrums and harassment. We have offered many solutions and alternatives to Ms. [redacted] for parking and for legally abiding her lease contract. We have truly done all we can do. Because she skipped out on her lease three months early, we are forced to seek a replacement resident earlier than expected. Than you for your attention to this matter. Please let me know if I can answer any other question you may have.
Sincerely,
[redacted]
Property Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted] D
South [redacted] XXXXX
XXX-XXX-XXXX
[redacted]
January 29 2017
Dear Revdex.com,
This is my response to my business complaint in regards to Riverside North Apartments. The first response I would like to make clear is the tow truck driver did in fact get keys to a car and proceeded to open the door to my fiance's car when he then proceeded to rummage through my fiance's change in his council of his car and stole his cigarettes and Zippo lighter that was a gift. When we confronted the tow truck driver his response was [redacted] the manager gave him the keys to tow this car. My boyfriend did stop him from stealing anything else from his car and called the tow truck driver company's owner and the police. The tow truck company's owner response to my fiance was they were looking for a reason to fire this employee and this incident may have caused them to do so. The police informed both my fiance and I we should proceed to file a complaint with the Revdex.com. In regards to maintenance issues consistently I have encountered while being a resident with Riverside North Apartments I have pictures in detail from all the repairs and renovations that my apartment needed and the manager refused several times to address the issues. In regards to the smell of marijuana both myself and my fiance have smelled it too, in the hallway when we have come home from work and have called the police and the office to Riverside North apartments to address the issue. As far as Riverside North apartments trying to work with me as a resident [redacted] did in fact have at least 2 conversations with myself in regards to my concerns about neighbors and the parking issues and she informed me they could in fact have my apartment rented when I moved. I find it absolutely unacceptable to come home from work at night as a paying resident and have no where to park. Also, the several issues with neighbors and their children I do in fact know there are residents there with children and their friends living and occupying their apartments and they are not on their lease either. CPS in fact should investigate that entire apartment complex for the sake of the over populated children living in a two bedroom apartment. I do know I mentioned to [redacted] several times the child downstairs cried and screamed a lot while they were home and she informed me I would have see the parents mistreating the child. In regards to an incident with a neighbor to where I was banished from the office I have no idea what [redacted] is talking about. There was no incident with a neighbor besides me calling the office to complain about the child screaming downstairs. Also,my automobile was in fact vandalized and I filed a police report in regards to that issue also. I am no longer a resident at riverside North apartments, and my lease is stated to end at the end of March and [redacted] did inform me when I moved they could have the apartment rented to cancel out the rest of my lease agreement with their apartment complex. I would like to include pictures of the maintenance repairs that were not met while I was a resident there. I was falsely accused of going against my lease, in fact my boyfriend lived with his parents the entire term of my lease, and he was only visiting me at my apartment until we could find a house. Thank you Revdex.com for your time and I truly hope this can be resolved peacefully.
Sincerely,
[redacted]
[redacted]@mail.com
XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2016/09/16) */
Revdex.com of Northern Indiana ATTN: [redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted] Dear Ms. [redacted]
Thank you for contacting our community regarding a complaint filed by one of our residents, [redacted]...
[redacted]. On Wednesday, September 7, 2016, the date which this incident was reported was handled in the following manner by the Property Manager and the Regional Property Manager. On the morning of September 7, a voice mail was received on the answering machine regarding a report that a ceiling fan was hanging by a wire for XXXXX. In addition, Ms. [redacted] called the Leasing Office and she was told a work order was generated, given to one of the Maintenance Technicians and he would be there that day. He did indeed go to her apartment located at [redacted] in South Bend, IN (XXXXX) where he observed that the light fixture portion of the fan was pulled away from the receptacle. He made a temporary repair and spoke to Ms. [redacted] directly, as she was home at the time, and explained he needed a part and would return and that there was no danger or safety hazard. She told him that was fine, thanked him and he left. He returned the following day and made the final repair and the work order was closed out in our system. A reprint of the closed work order is attached for your review.
That same day the Office received a phone call from the resident who lives downstairs, in the first floor apartment directly underneath Ms. [redacted]'s apartment. The resident was very upset and explained that the "lady upstairs" was stomping on the floor every time she opened a closet door and it was scaring her young daughter to the point that her daughter was crying hysterically. The Property Manager went to [redacted] B and was allowed inside the home. The noise from the stomping could be heard clear out to the street. The residents were asked to open and close a door and to conduct their normal routine in the presence of the Manager. Within a couple of minutes, loud, jarring stomps shaking the room were noticeable and disruptive to the occupants and Manager.
I, the Manager, went upstairs and knocked on the door in an attempt to resolve the issue. Music and the television could be heard outside the doorway. I was told to "quit knocking on my F[redacted]king door." I knocked again and the volume of the television was lowered but no one came to the door. I identified myself but the door was not answered. In the meantime, the downstairs neighbor was terrified and locked her doors and windows. sent an email to the corporate office asking what could be done because she and her daughter were now stating
they were afraid of the lady upstairs because she is always stomping and when she does this, things fall off her daughter's bedroom shelf, which further frightens her daughter and she cannot live this way, that she feels harrassed. She also called into the Leasing Office again, by this time it was after hours, and
reported that the police were at Ms. [redacted]'s apartment but only stayed a few minutes and left.
I spoke to the Regional Manager and reported the problem and told him I was waiting to talk to the police officers who has originally responded to Ms. [redacted]'s call from earlier. When the Officer arrived, he stated that the occupant living at [redacted] stated that she was upset because she was dealing with some stressful legal issues regarding her son and that she was "just having problems living in an apartment" and that the noises from her neighbor were normal apartment living noises, that she was thinking of moving.
Ms. [redacted] had also called the Corporate Office leaving a message for someone to call her back because she had questions about her lease. The Regional Manager called her back the next day. Ms. [redacted] was told her options for moving from her apartment since she asked how she could "get out
of her lease." She stated she just was having problems that were causing her a lot of stress and she understood the family downstairs was not doing anything wrong, that she was the one at fault. The Regional Manager told her she can find someone to sublet her apartment, or, she could move while remaining rent responsible until we find another tenant. She was also told the longer she waits to make a decision to move, the harder it will be for us to find someone since people looking to move in late fall and winter are not plentiful. Ms. [redacted]'s current lease (renewed from last year) is scheduled to end April 30, 2017. The Regional Manager also told Ms. [redacted] that her conduct of stomping on the floor must stop.
I believe that I, the Property Manager, our Maintenance Technician and the Regional Property Manager, [redacted] tried to resolve a tense, escalating incident in a professional manner, with sensitivity and concern for all parties involved. The neighbor in [redacted] (living underneath Ms. [redacted]) reported that Ms. [redacted] was playing with her dog outside their building, smiling and talking with other neighbors the next day and said, although she will still keep her door locked, she thinks the issue has been resolved. Regarding Ms. [redacted]'s report that she has maintenance issues, while we strive to make repairs within, as short a time as possible, this is not always possible, especially if parts are needed to be purchased.
If you have any other questions, you may reach me directly at (XXX) XXX-XXXX or by email at [redacted]@legacyvarin.com. Thank you so much for your assistance in resolving this complaint.
Sincerely,
Initial Consumer Rebuttal /* (3000, 8, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is thoughtful of the property manager and regional manager to make a sensitive attempt to resolve the issues, however, wether my lease is up or Riverside North Apartments has an occupant to live in my apartment I ultimately want out of my lease at no charge. I have made several efforts with maintenance requests and still have things that have not been fixed since I very first started living here. There are cracks in my ceiling, and son's bedroom. There are broken bathroom tiles in my bathtub that have been that way since I very first moved in and still have not been fixed. And I do not know if a work order was made for that request. I was just told it wasn't a priority and it would be awhile. I also feel due to the issues I have with neighbors and maintenance requests not being met, has caused my stressful legal situation with my son. Our rent was raised this year and I still do not feel the property deserves the extra allowance. These apartments are no more secure or safer than they were before the renovations. Also, living here has caused my legal issues with my son to get worse because at times he has not felt safe due to neighbors and unmet maintenance requests. As far as the neighbors beneath me are concerned when I filed the police report I told the police that child wakes up crying every morning and CPS should be aware of the situation.
Sincerely,
[redacted]
South Bend, IN XXXXX
Final Business Response /* (4000, 10, 2016/09/23) */
Revdex.com of Northern Indiana
ATTN: [redacted]
Fort Wayne, IN XXXXX
RE: Case # [redacted]
Dear Ms. [redacted]
I am responding to the letter I received from you today regarding, [redacted]’s complaint, which she originally filed on September 7, 2016. It is my understanding that she does not accept the rebuttal I submitted on behalf of Riverside North Apartments.
In her written response, Ms. [redacted] states that “wether my lease is up or Riverside North Apartments has an occupant to live in my apartment I ultimately want out of my lease at no charge.†Unfortunately, with a legally binding lease in effect, I am not able to release any of our Residents from their executed leases. There are provisions in Ms. [redacted]’s lease that permit her to find someone to sublet her apartment, or she may move and allow us to secure another resident for her apartment while continuing to be rent responsible.
Regarding uncompleted Service Requests, all work orders in our system from Ms. [redacted]’s move in date to today have been completed. Things that were unacceptable to Ms. [redacted] at the time of her move in, which was March 6, 2015, should have been taken care of long before now, and if they have not, I am happy to submit Service Requests for her at this time for the bathroom tiles and ceiling cracks in the apartment. It has never been my or my company’s policy to ignore a resident’s requests for service, so if she felt like that was the case at move in, although I was not present at that time, I sincerely apologize, and these requests will be addressed.
While we really want our Residents to renew their leases, it is a matter of choice for her to have done so and complaining about a small rent increase is really unfair at this time. In fact, she is paying [redacted] less than the Market Rate on this floor plan style. In addition, by her own admission, Ms. [redacted] has told the South Bend Police Officer, me, and the Regional Manager that the problems with her neighbor are just the neighbor “living her life.†In my opinion, reporting that a child is heard crying is not cause for CPS to investigate unless one also observes other indicators a parent is not behaving in a healthy manner, such as observing marks/bruises on a child, if there is a failure to thrive, gain weight, and grow in height, or there is known drug or alcohol use, abuse, or manufacture occurring in the household. However, this also is something that Ms. [redacted] will have to address of her own accord, and not something the apartment management will handle unless we do in fact, observe unquestionable, threatening behavior toward the child, which we have not.
I do encourage Ms. [redacted] to make an appointment to further discuss her options for moving from her apartment. It is not impossible to find someone to sublet her apartment. It is in a beautiful part of the community, has a lot of space for the money, and there are usually many Grad School students looking for a short term lease. Since this issue is likely not one which the Revdex.com can resolve 100% because of the legally binding lease to which Ms. [redacted] is obligated to fulfill, speaking with the Property Manager or the Regional Property Manager may be the best alternative. I am respectfully asking that this complaint be closed against Riverside North Apartments and that it not affect our high standing within the business community.
Sincerely,
[redacted]
Property Manager
Initial Business Response /* (1000, 5, 2015/09/05) */
Contact Name and Title: Amy [redacted], Prop. Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@legacyvarin.com
Dear Revdex.com,
Thank you for giving us the opportunity to respond to this complaint. The resident who made...
this complaint emailed our leasing office on 8/20/15 to let us know that her faucet was leaking and she was having very little hot water. I (the Property Manager) sent maintenance over on 8/20/15 to check the faucet and the hot water issue, as we considered it an emergency. When the maintenance technician went over to the apartment, he found that the closet containing the water shut off was completely full of items and he was unable to get to the water heater or the water shut off to properly assess the problem. I sent an email to the resident letting her know what prevented us from fixing her water heater and her faucet that day and asked her to please thoroughly clean out her closet so that we could access the water shut off and the water heater to make the necessary repairs. The resident e-mailed me back and said that she would clean out the closet when she returned from work. We attempted to return to the apartment on 8/21/15, but again, ran into the same problem of the closet being too full of items to make the repairs.
On 8/24/15, our maintenance technician went over to the apartment and replaced the top and bottom elements in the water heater in order to fix the problem. I received an e-mail from the resident again on 8/25/15 stating that she still had no hot water and the faucet was still leaking. She had stated that she was able to use her across the hall neighbor's shower in the meantime, but she would like the hot water to be fixed immediately and that her closet was still cleaned out. On 8/26/15, I sent our maintenance technician out to their apartment again to change both of the thermostats in the water heater to repair it, as at that point, everything electrical in the water heater had been changed to brand new. I emailed the resident on 8/26/15 letting her know that everything electrical had been replaced and to let me know if she still did not have hot water when she returned home. The resident e-mailed me upon getting home to let me know that she did not have any hot water still, so the maintenance technician went out and bought a new water heater and installed it on 8/27/15, and the residents' hot water was restored.
On 8/27/15, I did have to go and properly clean out the closet so that a water heater on a dolly could fit in and out of the apartment and closet. The pictures have been emailed to the Revdex.com representative.
The complaint also stated that a hole was "busted" in the wall during a repair, but that hole is the hole that houses the water shut off for the apartment and has always been there, but may not have been noticed by the resident prior to this as it was covered up by the items in the closet. As for the flooding of the bathroom and wet boot prints throughout the apartment, I verified with the other resident of the apartment and my maintenance technician that there were only two small water spots on the hallway carpet and no water flooded in the bathroom at all.
The faucet had been repaired several times in the past and it was decided that the needed repair was much more extensive. It involved cutting out a section of tiled bathroom wall, rehanging drywall, reinstalling cement board, re-plumbing the lines, reinstalling a faucet system, and re-tiling the wall. This repair was worked on through the week of 8/31/15-9/3/15, with the grouting of the tile finalized on 9/3/15.
While we understand the inconvenience to the resident that this situation caused, as detailed above, when it was brought to our attention, we took action right away and made sure that all repairs were completed to the highest quality and to the best of our abilities.
Sincerely,
[redacted]
OFFER: