Elon Property Management Company, LLC

Thank you for sending us a copy of Ms [redacted] 's complaintMs [redacted] gave a written notice to vacate days before she turned in the keys to her apartmentWe have our conversation ledger where we called her on 6/23/to get Ms [redacted] to come in to sign a notice to vacate and left her a message, she returned our call at 4:PMthat day to state that she would be moving out 7/ We advised her that she needed to fill out a written notice to vacateWe have documentation that letters were sent to the resident as late as June 23rd, and we also have a copy of the blank notice to vacate that we sent to Ms [redacted] that day as a courtesy to get her to let us know when she would be moving out, even going as far as putting an X as to where to have her sign it It was never signed and we have a copy of this form in her lease packetResident came in the office on 6/27/and signed a notice to vacate for 7/1/and gave her forwarding addressResident is responsible for extra rent charges due to not giving proper notice Resident lease actually ended 7/5/15, which is when insufficient notice charges should have started from, but we only charged resident for days from 7/1/ This is a savings to the residentThe carpets in the apartment had to be replaced due to excessive wear and we charged resident $of the $carpet replacement charge Another saving to the residentThese charges are accurate and we have documentation of all of the aboveHave a nice day [redacted]

Residents are able to pay online but not required to do so If they choose to pay on line as a convenience the company that processes it does charge a fee Our company does not receive that fee The resident had an ongoing balance of $from their move in that was not paid previously Payments on line are not accepted by the system unless they are the full balance Our company provides a standard mold and mildew addendum that residents sign at move inThe resident signed it It states in it the requirements that the residents are expected to follow during their lease term The residents went home during a holiday break and reported an issue upon returning A work order was completed and the issue was resolved Standard follow up documents were sent to the residents on 1-13-which required them to sign them and return them They were not signed or returned by the resident No documentation of any health or loss issues were provided or reported by the resident until now The resident did in fact pay the full month of May and had a credit initially but due to damage and cleaning charges in addition to charges for not returning keys their account balance resulted in a balance upon move outThey were also charged for turning off the power prior to their move out date[redacted] District ManagerElon Management Company

Complaint: [redacted]I am rejecting this response because:The property manager/representative told me that I would only be responsible for $75 cleaning fee, I informed property manger upon early renewal that I would not be renewing my lease. Carpet in apartment was in perfect condition and was covered by area rug. The other fees was added after o vacated and this company should uphold the verbal word of the property manger/representative of ELON properties of [redacted]Regards,
[redacted]

Thank you for sending us a copy of Ms. [redacted]'s complaint. Ms. [redacted] gave a written notice to vacate 3 days before she turned in the keys to her apartment. We have our conversation ledger where we called her on 6/23/15 to get Ms. [redacted] to come in to sign a notice to vacate and...

left her a message, she returned our call at 4:05 PMthat day to state that she would be moving out 7/1.  We advised her that she needed to fill out a written notice to vacate. We have documentation that letters were sent to the resident as late as June 23rd, 2015 and we also have a copy of the blank notice to vacate that we sent to Ms. [redacted] that day as a courtesy to get her to let us know when she would be moving out, even going as far as putting an X as to where to have her sign it.  It was never signed and we have a copy of this form in her lease packet. Resident came in the office on 6/27/15 and signed a notice to vacate for 7/1/16 and gave her forwarding address. Resident is responsible for extra rent charges due to not giving proper notice.  Resident lease actually ended 7/5/15, which is when insufficient notice charges should have started from, but we only charged resident for 30 days from 7/1/15.   This is a savings to the resident. The carpets in the apartment had to be replaced due to excessive wear and we charged resident $75 of the $496 carpet replacement charge.  Another saving to the resident. These charges are accurate and we have documentation of all of the above. Have a nice day.  [redacted]

Residents are able to pay online but not required to do so.  If they choose to pay on line as a convenience the company that processes it does charge a fee.  Our company does not receive that fee.  The resident had an ongoing balance of $35.98 from their move in that was not...

paid previously .  Payments on line are not accepted by the system unless they are the full balance.  Our company provides a standard mold and mildew addendum that residents sign at move in. The resident signed it.  It states in it the requirements that the residents are expected to follow during their lease term.  The residents went home during a holiday break and reported an issue upon returning.  A work order was completed and the issue was resolved.  Standard follow up documents were sent to the residents on 1-13-15 which required them to sign them and return them.  They were not signed or returned by the resident.  No documentation of any health or loss issues were provided or reported by the resident until now.  The resident did in fact pay the full month of May and had a credit initially but due to damage and cleaning charges in addition to charges for not returning keys their account balance resulted in a balance upon move out. They were also charged for turning off the power prior to their move out date.[redacted]District ManagerElon Management Company

Complaint: [redacted]
I am rejecting this response because: Your response: Residents are able to pay online but not required to do so.  If they choose to pay on line as a convenience the company that processes it does charge a fee.  Our company does not receive that fee.  The resident had an ongoing balance of $35.98 from their move in that was not paid previously.  Payments on line are not accepted by the system unless they are the full balance.My roommate and I were out of town during the time rent was due. I understand that the payment I made for rent is processed through a separate company. Just as you said, “Payments on line [and over the phone] are not accepted by the system unless they are the full balance.” The monthly rent due for us both was $750.00. We had to pay $797.93. I personally called [redacted] before making the payment because we were concerned about the extra balance that was added beside the company fee. She never communicated with us that $35.98 was due. She told us to go ahead and pay the entire amount so that we would not be charged a late fee for coming back from home and paying past the deadline. Regardless of what the company charges for the convenience of paying over the phone, there was still excess money that I had to pay for within the $797.93, out of pocket. [redacted] said she believed that upon moving from one unit to the other, the application fee that I had paid was charged twice to the ledger. She told me time and time again that she would credit the $30 back to me every month we asked or reminded her, and it was never done. Now if I understand you correctly, Ms. [redacted], you are telling me that that I paid $35.98 extra for a previous balance of some sort. If I do the math correctly $750.00 (monthly rent) + $35.98 (amount you claim was owed) = $785.98. That would have been my balance for the company to see that needed to be paid. That means that the fee Rent Pay charged me was $11.95 (roughly $12). I was okay with paying for the convince fee; however, I was not okay with paying for $35.98 extra that was never brought to my attention. [redacted] told me that the excess money I paid was for being charged twice for my application fee. She said she would get with the accountant and she I would refund me or credit our account because she could not tell us what it was for until she eventually said I was charged twice. We were never refunded or credited. I have a transaction number for proof of payment if needed. Furthermore, I was also told by [redacted] that I, nor my roommate, are allowed to move into the two-bedroom unit unless all dues were paid. With this being said, there should be no reason why there was an ongoing balance, especially when we were told that we paid for everything and did not have an outstanding balance. I asked to speak with a member of management higher up, corporate, or the accountant and I was denied by all accounts by [redacted]. I wanted to verify and have my account looked over by someone other than her, but I was denied any and all communication with anyone higher up. All I had to go on was her word.Your response: The resident did in fact pay the full month of May and had a credit initially but due to damage and cleaning charges in addition to charges for not returning keys their account balance resulted in a balance upon move out. They were also charged for turning off the power prior to their move out date.If I understand you correctly, you are acknowledging that we did in fact pay for entire month of May. I would like to know how much the credit was and the specifics of the damages you claim. Why were we not informed of this credit? Since we had a credit, why was it taken and used towards something else without us being informed and also without our consent? This is one of the reasons why I asked for a copy of the resident ledger and all other paperwork from our residency at Glen Arm Manor. As a previous resident, I have the right to receive a copy of all documents and look at the charges you are looking at. Our carpet was filthy. We were told that the previous tenants left stains of Clorox and what appeared to be red juice stains everywhere. We were told by [redacted] that we did not need to have the carpet cleaned because she was going to have it taken up anyways after we moved out. This is because she knew that the carpet was in such bad condition. We have proof of the way the apartment was left upon moving out along with the signed copy of our move in/move out checklist.Since the business was closed upon move out and we were no longer in the area, I had to send the key to [redacted] through USPS certified mail along with an enclosed letter (which I have a copy of). She did not sign for and accept the package until June 18, 2015 at 10:17 am, even though I mailed it off in May. I had no choice but to send it through the mail, as she did not call or come by on the day she claimed she would to view our apartment and pick up the key. I have the tracking and signature information available for my records. We were only given one key upon move in. We were told that the previous tenants did not leave extra keys for the apartment or the mailbox. We were told that we needed to go through the US postal service for mailbox keys, and that is something we would have to choose to do on our own and pay for out of pocket. Provided with only one house key upon move in; the only key that was sent off (through the mail) to [redacted] was the original house key that was given to us. Charges for not returning the key should not even be listed as an additional charge because it was in fact returned. If there were damages upon move out, we should have received communication about it. Also, we thoroughly cleaned and inspected the house and have proof of how it was left. We also have proof of the damages to the carpet that was not done by us. Your Response: Our company provides a standard mold and mildew addendum that residents sign at move in. The resident signed it.  It states in it the requirements that the residents are expected to follow during their lease term.  The residents went home during a holiday break and reported an issue upon returning.  A work order was completed and the issue was resolved.  Standard follow up documents were sent to the residents on 1-13-15 which required them to sign them and return them.  They were not signed or returned by the resident.  No documentation of any health or loss issues were provided or reported by the resident until now.You mentioned that your company provides a standard mold and mildew addendum that residents are to sign upon move in. When given this mold and mildew addendum along with everything else we had to sign within our lease, we wanted to properly look over and read the specifics of the addendum. We did not agree with the addendum because my roommate previously came from the single bedroom unit which had the exact same mold issues that were never resolved. When we tried to look over the document we were rushed into signing the it. [redacted] told us we could read it later. We then refused to sign because we did not agree with what we had read so far amongst other things. After that, we started asking questions about the lease and the addendum and everything else we had concerns with, she then got frustrated because she could not answer our questions. She was trying to force us to sign the documents without being able to take them with us to read before signing. She threatened to rip up my application (fee was already paid at this point), along with the presented lease, and that she would force my roommate to stay in her single bedroom apartment if we did not comply and sign at her request. We called the initial cosigner of the first unit. Once we got her on the phone, [redacted]s attitude toward us changed, however her intentions to get us t signed remained the same. We felt backed into a corner throughout the process. We were fearful of her retaliation. I really needed a place to stay, and did not want to make matters worse, so we went ahead and signed the mold and mildew addendum. Upon the requirements listed within the addendum, were all tended to as specified. The problem kept persisting and was only taken care of once. The issue reported after our holiday break was only one of many reports given. We trusted [redacted] when she said she would document each and every time we came to her and physically showed her the evidence of mold growth. A work order was issued however; I highly doubt that they can call informing us that green mold isn’t as dangerous as black mold a resolution. Follow up documents were sent however, it never specified the requirement of signing nor returning (these documents we still have in our possession). They were not signed because the issue was not resolved it was only looked at. To state that “No documentation of any health or loss issues were provided or reported by the resident until now” would be completely false. We spoke of having to get treated by urgent care because of how the mold had affected our asthma. There were also plenty of times where we continued to report mold every time it developed within the unit, however if it was not documented correctly on the property manager’s behalf then we should not be penalized. We have pictures and a witness for the record of each unit lived in. Your Response: They were also charged for turning off the power prior to their move out date.There is a misconception about the charge of turning off of our power prior to our move out date. When we went to schedule a walk through, were told by [redacted] while discussing the intent to vacate documents, that it was fine to turn off the power the day we vacated. There is a section in the intent to vacate form that says:“Make sure your electric is not disconnected from your name until the last day of your lease. You will be charged up to $50 per day if service is reverted back to our name before move out.”Rachel did not understand this section of the lease when we asked her about, but she explained to us to follow along with the line that said, “You will be charged up to $50 per day if service is reverted back to our name before move out.” She said specifically that we can disconnect the power the day we move out. As stated before, “We would like the Accounting Representative of Elon Property Management LLC to overlook our resident ledger as well as give us a copy that we can keep for our own records. In retrospect, we would like to be compensated for the amount owed to us, turmoil for the mold issues, and for wrongful debt collection.” You also did not refer to the subject of us receiving copies of all documents within your records via your response. Copies of the resident ledger and all other documentation can be sent to the address in this email. We will both need copies to validate the information that you are claiming.
Regards,
[redacted]