RE: [redacted] # [redacted] Sub: Complaint regarding conflicting information received by office staff in regards to early termination options/renewal.Thank you for reaching out to me in regards to Mr***’s complaintWe do take this matter seriously and I hope to shed light on it to avoid any confusion in the futureWe find Mr [redacted] to be a wonderful resident and certainly do not intend for our policies to come off confusing.I have attached our early termination options that we offer as well as a copy of Mr***’s signed leaseIn the lease please note section #“Early Termination for involuntary transfer of employment”If a company forces a tenant to move we will help themInstead of being obligated to the entire lease a tenant may give us a day calendar written notice and a fee equivalent to one month’s rent (see details)Section #“Lease Holder Change”, is equivalent to re-renting an apartmentIf a tenant finds someone to take over the lease it is a $fee to remove or add leaseholders (see details)As of November 11, we also added a buyout policy for those who are not fortunate to fall under the involuntary job transfer or to find a re-renterThe buyout policy is simply that- it lets you break your lease early if those life “unknowns” happenThis policy requires a day calendar written notice and a fee equivalent to two month’s rent (see details).Listed below is documentation of our conversations with Mr [redacted] (in chronological order):November 8, 2016: Mr [redacted] emailed Miss Jackie ***, our leasing agent, inquiring what his options were if he were to take a new job before his lease expired on February 28, I have attached the correspondenceIn the email, Miss [redacted] was trying todetermine if this move was with the same company and whether or not it would fall under section #“Early Termination for involuntary transfer of employment”He told her “it would be for a new job out of state” and “I’ll still be working with GNC (my current company) but I will be a territory manager for a specific brand sold by GNC”She asked him twice during the conversation if it was voluntary move or not but he would never say, so she ended up calling himDuring the conversation she discussed the options again and explained how it needed to be involuntary to fall under Section Since he had less than months left on his current lease it would not have made sense to do the buyout policy (day notice plus fee equivalent to two month’s rent)She informed him that re-renting is always an optionHe told her he was in the beginning stages of applying and would get back to her.December 13, 2016: Mr***’s current lease was set to expire February 28, As a courtesy, days before one’s lease expires we send out a renewal notification (attached), through physical letter on door and email, reminding them their lease is set to expire and that if they wish to vacate they must provide the office with a day written notice to vacateIt states to contact the office by December 31st, This policy is also in their lease under section #“Notice of intent to vacate”We offered one to month renewal options at this time as wellAlong with the letter we also included the early termination options and resident appreciation program form for their reference.December 20, 2016: Since we had not heard from Mr [redacted] we sent out an email reminder that his lease is going to expire and that we required a day calendar written notice to vacateIt stated to contact the office before pm, December 31st, (Attached)December 26, 2016: Mr [redacted] emails his inquires about renewing and if there are any additional fees to do soHe also wanted to know if he gets to keep his same apartmentWe replied that there were no additional fees and yes he gets to keep the same apartmentIn case he was interested in transferring we discussed those fees as well(Attached)December 29, 2016: Our leasing agent, Miss [redacted] , called him to inquire about his renewal intentionsShe spoke to him and he told her to renew him on a month leaseMr [redacted] also emailed us to renew him on a month lease (attached).January 3rd, 2017: We sent Mr [redacted] his renewal lease and left it on the apartment door to sign (copies attached).January 10, 2017: Mr [redacted] emailed our general sales account stating that he may take a new job up near Chicago and was wondering if he could just be responsible until the end of his current lease, set to expire February 28, Since he missed the deadline of putting in his day written notice by December 31st, he would still be responsible for an additional leaseThe staff replied back about switching his month renewal to a one month lease term and gave him the rateThey also went over the buyout policy with him.January 27, 2017: He emailed our sales account inquiring about re-rentingOur leasing agent, Mr [redacted] , decided to call him to get more information from himFrom their conversation, Mr [redacted] decided he would like to elect the “Early Termination for involuntary transfer of employment” clause.January 30, 2017: Mr [redacted] emailed the sales account stating that he spoke to the office on the 27th , referencing Mr [redacted] , and that he was putting in his one month calendar notice (to fall under the involuntary job transfer) and understands he would owe one month’s rent equal to $He also attached his relocation letter from his employerMr [redacted] replied to Mr [redacted] that he received everything and that he was good to go.Mr***’s statement of problem stated that when he spoke to a staff member on January 27th, 2017, that person told him he could vacate at the end of February 28th, without penalty feesI am confused why he would feel this way based on his January 30th, (days later) emailHe verified the conversation he had with the staff on the 27th, stated he understood the penalty fee, submitted his day calendar notice and even submitted the job transfer letter.Since Mr [redacted] missed his day written notice to vacate on February 28, he was obligated to additional fees or a one month leaseThe result had no bearing on whether the renewal lease was signedThe staff has been trained to dissect the situation, follow policies and ultimately give the best customer service, in which this case was saving Mr [redacted] moneyThis is exactly what they didThey determined the “Early Termination for involuntary transfer of employment” clause would save him $by avoiding a one month lease at $1,720.During the entire correspondence between Brookridge’s staff and Mr***, dating back to November, he continually asked about early termination options, first for his current lease and then later his renewal leaseI am not sure if this is where his confusion liesAfter reviewing all the correspondences with him, I have determined that my staff has given him accurate information based on what was relayed to us and did so on multiple occasions with diligence.I am happy to answer any additional questions you may have in hopes to get this resolvedYou may reach me at or via email at [email protected], [redacted] Property Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
RE: [redacted] #[redacted]Sub: Complaint regarding conflicting information received by office staff in regards to early termination options/renewal.Thank you for reaching out to me in regards to Mr. [redacted]’s complaint. We do take this matter seriously and I hope to shed light on it to avoid any...
confusion in the future. We find Mr. [redacted] to be a wonderful resident and certainly do not intend for our policies to come off confusing.I have attached our early termination options that we offer as well as a copy of Mr. [redacted]’s signed lease. In the lease please note section #26 “Early Termination for involuntary transfer of employment”. If a company forces a tenant to move we will help them. Instead of being obligated to the entire lease a tenant may give us a 30 day calendar written notice and a fee equivalent to one month’s rent (see details). Section #35 “Lease Holder Change”, is equivalent to re-renting an apartment. If a tenant finds someone to take over the lease it is a $250 fee to remove or add leaseholders (see details). As of November 11, 2015 we also added a buyout policy for those who are not fortunate to fall under the involuntary job transfer or to find a re-renter. The buyout policy is simply that- it lets you break your lease early if those life “unknowns” happen. This policy requires a 60 day calendar written notice and a fee equivalent to two month’s rent (see details).Listed below is documentation of our conversations with Mr. [redacted] (in chronological order):November 8, 2016: Mr. [redacted] emailed Miss Jackie [redacted], our leasing agent, inquiring what his options were if he were to take a new job before his lease expired on February 28, 2017. I have attached the correspondence. In the email, Miss [redacted] was trying todetermine if this move was with the same company and whether or not it would fall under section #26 “Early Termination for involuntary transfer of employment”. He told her “it would be for a new job out of state” and “I’ll still be working with GNC (my current company) but I will be a territory manager for a specific brand sold by GNC”. She asked him twice during the conversation if it was voluntary move or not but he would never say, so she ended up calling him. During the conversation she discussed the options again and explained how it needed to be involuntary to fall under Section 26. Since he had less than 4 months left on his current lease it would not have made sense to do the buyout policy (60 day notice plus fee equivalent to two month’s rent). She informed him that re-renting is always an option. He told her he was in the beginning stages of applying and would get back to her.December 13, 2016: Mr. [redacted]’s current lease was set to expire February 28, 2017. As a courtesy, 75 days before one’s lease expires we send out a renewal notification (attached), through physical letter on door and email, reminding them their lease is set to expire and that if they wish to vacate they must provide the office with a 60 day written notice to vacate. It states to contact the office by December 31st, 2016. This policy is also in their lease under section #24 “Notice of intent to vacate”. We offered one to 15 month renewal options at this time as well. Along with the letter we also included the early termination options and resident appreciation program form for their reference.December 20, 2016: Since we had not heard from Mr. [redacted] we sent out an email reminder that his lease is going to expire and that we required a 60 day calendar written notice to vacate. It stated to contact the office before 3 pm, December 31st, 2016. (Attached)December 26, 2016: Mr. [redacted] emails his inquires about renewing and if there are any additional fees to do so. He also wanted to know if he gets to keep his same apartment. We replied that there were no additional fees and yes he gets to keep the same apartment. In case he was interested in transferring we discussed those fees as well. (Attached)December 29, 2016: Our leasing agent, Miss [redacted], called him to inquire about his renewal intentions. She spoke to him and he told her to renew him on a 12 month lease. Mr. [redacted] also emailed us to renew him on a 12 month lease (attached).January 3rd, 2017: We sent Mr. [redacted] his renewal lease and left it on the apartment door to sign (copies attached).January 10, 2017: Mr. [redacted] emailed our general sales account stating that he may take a new job up near Chicago and was wondering if he could just be responsible until the end of his current lease, set to expire February 28, 2017. Since he missed the deadline of putting in his 60 day written notice by December 31st, 2016 he would still be responsible for an additional lease. The staff replied back about switching his 12 month renewal to a one month lease term and gave him the rate. They also went over the buyout policy with him.January 27, 2017: He emailed our sales account inquiring about re-renting. Our leasing agent, Mr. [redacted], decided to call him to get more information from him. From their conversation, Mr. [redacted] decided he would like to elect the “Early Termination for involuntary transfer of employment” clause.January 30, 2017: Mr. [redacted] emailed the sales account stating that he spoke to the office on the 27th , referencing Mr. [redacted], and that he was putting in his one month calendar notice (to fall under the involuntary job transfer) and understands he would owe one month’s rent equal to $805. He also attached his relocation letter from his employer. Mr. [redacted] replied to Mr. [redacted] that he received everything and that he was good to go.Mr. [redacted]’s statement of problem stated that when he spoke to a staff member on January 27th, 2017, that person told him he could vacate at the end of February 28th, 2017 without penalty fees. I am confused why he would feel this way based on his January 30th, 2017 (3 days later) email. He verified the conversation he had with the staff on the 27th, stated he understood the penalty fee, submitted his 30 day calendar notice and even submitted the job transfer letter.Since Mr. [redacted] missed his 60 day written notice to vacate on February 28, 2017 he was obligated to additional fees or a one month lease. The result had no bearing on whether the renewal lease was signed. The staff has been trained to dissect the situation, follow policies and ultimately give the best customer service, in which this case was saving Mr. [redacted] money. This is exactly what they did. They determined the “Early Termination for involuntary transfer of employment” clause would save him $915 by avoiding a one month lease at $1,720.During the entire correspondence between Brookridge’s staff and Mr. [redacted], dating back to November, he continually asked about early termination options, first for his current lease and then later his renewal lease. I am not sure if this is where his confusion lies. After reviewing all the correspondences with him, I have determined that my staff has given him accurate information based on what was relayed to us and did so on multiple occasions with diligence.I am happy to answer any additional questions you may have in hopes to get this resolved. You may reach me at 309.661.4545 or via email at [email protected],[redacted]Property Manager
RE: [redacted] # [redacted] Sub: Complaint regarding conflicting information received by office staff in regards to early termination options/renewal.Thank you for reaching out to me in regards to Mr***’s complaintWe do take this matter seriously and I hope to shed light on it to avoid any confusion in the futureWe find Mr [redacted] to be a wonderful resident and certainly do not intend for our policies to come off confusing.I have attached our early termination options that we offer as well as a copy of Mr***’s signed leaseIn the lease please note section #“Early Termination for involuntary transfer of employment”If a company forces a tenant to move we will help themInstead of being obligated to the entire lease a tenant may give us a day calendar written notice and a fee equivalent to one month’s rent (see details)Section #“Lease Holder Change”, is equivalent to re-renting an apartmentIf a tenant finds someone to take over the lease it is a $fee to remove or add leaseholders (see details)As of November 11, we also added a buyout policy for those who are not fortunate to fall under the involuntary job transfer or to find a re-renterThe buyout policy is simply that- it lets you break your lease early if those life “unknowns” happenThis policy requires a day calendar written notice and a fee equivalent to two month’s rent (see details).Listed below is documentation of our conversations with Mr [redacted] (in chronological order):November 8, 2016: Mr [redacted] emailed Miss Jackie ***, our leasing agent, inquiring what his options were if he were to take a new job before his lease expired on February 28, I have attached the correspondenceIn the email, Miss [redacted] was trying todetermine if this move was with the same company and whether or not it would fall under section #“Early Termination for involuntary transfer of employment”He told her “it would be for a new job out of state” and “I’ll still be working with GNC (my current company) but I will be a territory manager for a specific brand sold by GNC”She asked him twice during the conversation if it was voluntary move or not but he would never say, so she ended up calling himDuring the conversation she discussed the options again and explained how it needed to be involuntary to fall under Section Since he had less than months left on his current lease it would not have made sense to do the buyout policy (day notice plus fee equivalent to two month’s rent)She informed him that re-renting is always an optionHe told her he was in the beginning stages of applying and would get back to her.December 13, 2016: Mr***’s current lease was set to expire February 28, As a courtesy, days before one’s lease expires we send out a renewal notification (attached), through physical letter on door and email, reminding them their lease is set to expire and that if they wish to vacate they must provide the office with a day written notice to vacateIt states to contact the office by December 31st, This policy is also in their lease under section #“Notice of intent to vacate”We offered one to month renewal options at this time as wellAlong with the letter we also included the early termination options and resident appreciation program form for their reference.December 20, 2016: Since we had not heard from Mr [redacted] we sent out an email reminder that his lease is going to expire and that we required a day calendar written notice to vacateIt stated to contact the office before pm, December 31st, (Attached)December 26, 2016: Mr [redacted] emails his inquires about renewing and if there are any additional fees to do soHe also wanted to know if he gets to keep his same apartmentWe replied that there were no additional fees and yes he gets to keep the same apartmentIn case he was interested in transferring we discussed those fees as well(Attached)December 29, 2016: Our leasing agent, Miss [redacted] , called him to inquire about his renewal intentionsShe spoke to him and he told her to renew him on a month leaseMr [redacted] also emailed us to renew him on a month lease (attached).January 3rd, 2017: We sent Mr [redacted] his renewal lease and left it on the apartment door to sign (copies attached).January 10, 2017: Mr [redacted] emailed our general sales account stating that he may take a new job up near Chicago and was wondering if he could just be responsible until the end of his current lease, set to expire February 28, Since he missed the deadline of putting in his day written notice by December 31st, he would still be responsible for an additional leaseThe staff replied back about switching his month renewal to a one month lease term and gave him the rateThey also went over the buyout policy with him.January 27, 2017: He emailed our sales account inquiring about re-rentingOur leasing agent, Mr [redacted] , decided to call him to get more information from himFrom their conversation, Mr [redacted] decided he would like to elect the “Early Termination for involuntary transfer of employment” clause.January 30, 2017: Mr [redacted] emailed the sales account stating that he spoke to the office on the 27th , referencing Mr [redacted] , and that he was putting in his one month calendar notice (to fall under the involuntary job transfer) and understands he would owe one month’s rent equal to $He also attached his relocation letter from his employerMr [redacted] replied to Mr [redacted] that he received everything and that he was good to go.Mr***’s statement of problem stated that when he spoke to a staff member on January 27th, 2017, that person told him he could vacate at the end of February 28th, without penalty feesI am confused why he would feel this way based on his January 30th, (days later) emailHe verified the conversation he had with the staff on the 27th, stated he understood the penalty fee, submitted his day calendar notice and even submitted the job transfer letter.Since Mr [redacted] missed his day written notice to vacate on February 28, he was obligated to additional fees or a one month leaseThe result had no bearing on whether the renewal lease was signedThe staff has been trained to dissect the situation, follow policies and ultimately give the best customer service, in which this case was saving Mr [redacted] moneyThis is exactly what they didThey determined the “Early Termination for involuntary transfer of employment” clause would save him $by avoiding a one month lease at $1,720.During the entire correspondence between Brookridge’s staff and Mr***, dating back to November, he continually asked about early termination options, first for his current lease and then later his renewal leaseI am not sure if this is where his confusion liesAfter reviewing all the correspondences with him, I have determined that my staff has given him accurate information based on what was relayed to us and did so on multiple occasions with diligence.I am happy to answer any additional questions you may have in hopes to get this resolvedYou may reach me at or via email at [email protected], [redacted] Property Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
RE: [redacted] #[redacted]Sub: Complaint regarding conflicting information received by office staff in regards to early termination options/renewal.Thank you for reaching out to me in regards to Mr. [redacted]’s complaint. We do take this matter seriously and I hope to shed light on it to avoid any...
confusion in the future. We find Mr. [redacted] to be a wonderful resident and certainly do not intend for our policies to come off confusing.I have attached our early termination options that we offer as well as a copy of Mr. [redacted]’s signed lease. In the lease please note section #26 “Early Termination for involuntary transfer of employment”. If a company forces a tenant to move we will help them. Instead of being obligated to the entire lease a tenant may give us a 30 day calendar written notice and a fee equivalent to one month’s rent (see details). Section #35 “Lease Holder Change”, is equivalent to re-renting an apartment. If a tenant finds someone to take over the lease it is a $250 fee to remove or add leaseholders (see details). As of November 11, 2015 we also added a buyout policy for those who are not fortunate to fall under the involuntary job transfer or to find a re-renter. The buyout policy is simply that- it lets you break your lease early if those life “unknowns” happen. This policy requires a 60 day calendar written notice and a fee equivalent to two month’s rent (see details).Listed below is documentation of our conversations with Mr. [redacted] (in chronological order):November 8, 2016: Mr. [redacted] emailed Miss Jackie [redacted], our leasing agent, inquiring what his options were if he were to take a new job before his lease expired on February 28, 2017. I have attached the correspondence. In the email, Miss [redacted] was trying todetermine if this move was with the same company and whether or not it would fall under section #26 “Early Termination for involuntary transfer of employment”. He told her “it would be for a new job out of state” and “I’ll still be working with GNC (my current company) but I will be a territory manager for a specific brand sold by GNC”. She asked him twice during the conversation if it was voluntary move or not but he would never say, so she ended up calling him. During the conversation she discussed the options again and explained how it needed to be involuntary to fall under Section 26. Since he had less than 4 months left on his current lease it would not have made sense to do the buyout policy (60 day notice plus fee equivalent to two month’s rent). She informed him that re-renting is always an option. He told her he was in the beginning stages of applying and would get back to her.December 13, 2016: Mr. [redacted]’s current lease was set to expire February 28, 2017. As a courtesy, 75 days before one’s lease expires we send out a renewal notification (attached), through physical letter on door and email, reminding them their lease is set to expire and that if they wish to vacate they must provide the office with a 60 day written notice to vacate. It states to contact the office by December 31st, 2016. This policy is also in their lease under section #24 “Notice of intent to vacate”. We offered one to 15 month renewal options at this time as well. Along with the letter we also included the early termination options and resident appreciation program form for their reference.December 20, 2016: Since we had not heard from Mr. [redacted] we sent out an email reminder that his lease is going to expire and that we required a 60 day calendar written notice to vacate. It stated to contact the office before 3 pm, December 31st, 2016. (Attached)December 26, 2016: Mr. [redacted] emails his inquires about renewing and if there are any additional fees to do so. He also wanted to know if he gets to keep his same apartment. We replied that there were no additional fees and yes he gets to keep the same apartment. In case he was interested in transferring we discussed those fees as well. (Attached)December 29, 2016: Our leasing agent, Miss [redacted], called him to inquire about his renewal intentions. She spoke to him and he told her to renew him on a 12 month lease. Mr. [redacted] also emailed us to renew him on a 12 month lease (attached).January 3rd, 2017: We sent Mr. [redacted] his renewal lease and left it on the apartment door to sign (copies attached).January 10, 2017: Mr. [redacted] emailed our general sales account stating that he may take a new job up near Chicago and was wondering if he could just be responsible until the end of his current lease, set to expire February 28, 2017. Since he missed the deadline of putting in his 60 day written notice by December 31st, 2016 he would still be responsible for an additional lease. The staff replied back about switching his 12 month renewal to a one month lease term and gave him the rate. They also went over the buyout policy with him.January 27, 2017: He emailed our sales account inquiring about re-renting. Our leasing agent, Mr. [redacted], decided to call him to get more information from him. From their conversation, Mr. [redacted] decided he would like to elect the “Early Termination for involuntary transfer of employment” clause.January 30, 2017: Mr. [redacted] emailed the sales account stating that he spoke to the office on the 27th , referencing Mr. [redacted], and that he was putting in his one month calendar notice (to fall under the involuntary job transfer) and understands he would owe one month’s rent equal to $805. He also attached his relocation letter from his employer. Mr. [redacted] replied to Mr. [redacted] that he received everything and that he was good to go.Mr. [redacted]’s statement of problem stated that when he spoke to a staff member on January 27th, 2017, that person told him he could vacate at the end of February 28th, 2017 without penalty fees. I am confused why he would feel this way based on his January 30th, 2017 (3 days later) email. He verified the conversation he had with the staff on the 27th, stated he understood the penalty fee, submitted his 30 day calendar notice and even submitted the job transfer letter.Since Mr. [redacted] missed his 60 day written notice to vacate on February 28, 2017 he was obligated to additional fees or a one month lease. The result had no bearing on whether the renewal lease was signed. The staff has been trained to dissect the situation, follow policies and ultimately give the best customer service, in which this case was saving Mr. [redacted] money. This is exactly what they did. They determined the “Early Termination for involuntary transfer of employment” clause would save him $915 by avoiding a one month lease at $1,720.During the entire correspondence between Brookridge’s staff and Mr. [redacted], dating back to November, he continually asked about early termination options, first for his current lease and then later his renewal lease. I am not sure if this is where his confusion lies. After reviewing all the correspondences with him, I have determined that my staff has given him accurate information based on what was relayed to us and did so on multiple occasions with diligence.I am happy to answer any additional questions you may have in hopes to get this resolved. You may reach me at 309.661.4545 or via email at [email protected],[redacted]Property Manager