Aspen Heights

Ms [redacted] , We apologize that you feel we have not adequately addressed your concerns in our previous correspondencesAfter investigating the situation, we unfortunately cannot allow your pet back on property and cannot release you from your lease obligationsAccording to our records, your pet showed aggression on more than one occasionIn the most recent occurrence, your dog was running freely on property and was involved in an incident that resulted in another pet being bitten--both of these acts are violations of the pet agreement you signedAlthough the incident involved two dogs showing aggression towards another and you dispute which dog actually bit the other, because of the aggression shown by your dog and because of your inability to keep positive control of your dog, we determined that your dog would have to be removed from the property to prevent any future incidentsFurther, because you agreed to be bound by these terms and because there is no right of termination by tenant on these grounds, your lease will remain in full force and effectPlease contact your on-site leasing office with any further questions or concernsBest, Aspen Heights

[redacted] Hello! [redacted] can contact us with further questionsWe are no longer responding through Revdex.comThank you!Best,Kristy Kristy B***General Manager-Aspen Heights Fort Collins [redacted] kburd@myaspenheights.com

Initial Business Response /* (1000, 10, 2015/12/29) */
***, we are sorry to hear about your concerns while living with usWe understand that it was important to you to be let out of your lease, and since you posted these comments, we have worked with you to complete the lease reassignment process
and release you from your leaseWe certainly understand and respect your need for privacy, however there are times where it is imperative that a staff member or vendor enter a unit for maintenance and/or emergency repairsWe always do our best to notify the residents in advance of such instances, however as the landlord, there are situations where we simply cannot wait on your permission to repair, inspect, or tend to items in the homesWe do know your apartment was exceptionally clean, and we thank you for thatWe hope you enjoyed the small gift we left for you as a token of our appreciation of your clean homeUltimately, we are just glad that your stay at Aspen ended amicablyWe are glad you were able to find someone to take over your lease, as that was your primary goalWe wish you all the best in the future!
Initial Consumer Rebuttal /* (2000, 12, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have assessed the damages in your unit and compared them to the Unit Condition Form that was turned in by *** *** after the modate of August 11, No damages were documented on the Unit Condition Form, therefore, we have proceeded to charge for the aforementioned damagesTo
dispute your charges, please provide documentation of damages with dated photosThank you

Complaint: ***
I am rejecting this response because:
I still have not spoken to anyone in person. AGAIN, I am not disputing the entire bill, yet wanting to have a discussion about parts of the bill. If you are a parent...BEWARE! and year old students are not capable of the paperwork and loop holes this business ask them to jump through. For example, the students are supposedly supposed to have received wristbands each for the pool. Let's play this out:
$for each missing band X = $PER STUDENT
$x 50% of the occupants (units) = $28K collection from wristbands alone!!!!!!!
I will pay my bill, BUT I will take every opportunity to warn parents of Freshman and Sophomores to learn from our mistake. This is a business to sign up kids with lots of promises with no deposit, then do a lot of sneaky work to recoup that on the back end.
Regards,
*** ***

Ms***,
We apologize you feel the on-site office is not being responsive to your needsUnfortunately, that office is the most apt to assist you with questions regarding your guarantor obligations and your daughter's leaseBecause of this hectic time, the on-site management
office may be more responsive via email. To address a couple of your concerns generally, a lease may not be terminated for any reason and the guarantor obligation remains effective if the lease is renewedAfter the initial 48hour-grace-period has passed, the only way to remove your daughter's lease liability (and your own guarantor liability) is to reassign the lease to another lesseeYou (as Guarantor) and your daughter (as Tenant) are responsible for all lease obligations--including finding a reassignment, paying a reassignment fee, and continuing to pay rent and other charges until such reassignment is completedPlease review the lease documents and guarantor forms to find specifics on reassignments and liabilitiesPlease reach out to your on-site management team to discuss further specifics.
Best,
Aspen Heights

Complaint: ***
I am rejecting this response because: I still do not understand why we are being charged for the carpeting on the stairs and hallway, as well as the nail holesTo my knowledge, there were no nails in that areaAs for the carpet, I am also not aware of any damages on it upon my move in, nor my moving outI cleaned it a couple times, just because I wanted it to be in pristine condition when I leftI believed I left it as well as I could considering that it was a main thoroughfare and endured much traffic throughout the year. To me, the only way this can be settled is by removal of all charges on my account, for all of the hassle.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:FalseMy roommates and I made it a point to clean and inspect every inch of the apartment in order to avaoid any random fees since were perfectly aware of your company's fraudulent practicesWe documented the apartment the day we moved out and you can see everything is left clean and without any damagesThe pictures you sent of "damages" on the couch were hardly visible, the pictures did not include a date (as I requested) and therefore it seems that you're just being persistent in charging fees that were simply not responsible for. As for rent, I have the official contract signed between us and my roommates indicating that we opted for the VIP package and the resulting rent was raised to $The sales agent specifically stated that rent was $since we signed early in the yearYour company did not meet their end of the contract and simply dismissed every single one of our complaint when we asked to move the unit we signed, payed and agreed onI have attached our contract which states just thatTherefore, there was no reduction of our rent as you statedThat is completely incorrect an an excuse to continue to dismiss your so called "mistakes". Please reevaluate the information you have at hand because this all seems like a scam to collect cash from your old residents.
Regards,
*** ***

The consumer signed a lease. Everything we have is online. We switched to paper leasing while we were switching to a new type software. Our leasing was online the time *** signed. We invited them to e-sign the document. The company we use does everything for
us. The customers go in and sign their names and there is an authorization code they must enter. They were not evicted and never moved in however, they did sign a lease. We have a hour cancellation period on our leases, but we have nothing on this particular case

We have assessed the damages in your unit and compared them to the Unit Condition Form that was turned in by *** *** after the modate of August 11, No damages were documented on the Unit Condition Form, therefore, we have proceeded to charge for the aforementioned damagesTo
dispute your charges, please provide documentation of damages with dated photosThank you

Complaint: ***
I am rejecting this response because: The business refuses to accept that they have acted in a dishonest way or refund to me the $credit on my accountThe local office refuses to speak with me either so I have no recourse other than the court system
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I declined your offer to have the maintenance man to come look at our meter because that has already been done and there was no resolution for itI did not decline your pdf offer however, I simply explained to you that my mom had already accessed it and it still does not show a detailed breakdown of electricity usageI would not consider our meeting conclusion on a good note you simply told me you could not do nothing else for me so there was no more to discussI was not happy when I leftYou also mentioned you spoke with the Den and several other places and they informed you their bills were too $This was not a truthful statementI spoke with several Home renters from *** *** and different residences including *** *** because the too live in homes and their bill we’re between $50-$at the most during December 18-janThere is no explanation that can justify this $utility (per person) regardless of the square footage and the coldAs a Home renter I want to feel like I am valued, cared about, and appreciated however living at Aspen does not provide me with that feelingI should not have to turn my heat off in these cold cold months in efforts to afford my utilityApsen Heights markets to a population of students who’s socioeconomic status is no where near high classIt is ridiculous to expect as well as not even attempt to accommodate us in our efforts to try to pay this bill knowing we are students we either don’t have a job or make minimum wage or lessRegardless of my hourly wages it is beyond ridiculous for a utility to be over $for one home.
Even if of*g a credit was not optional there was no regard to maybe offering a payment planThis is absurd, so if you or the coorperation you work for cannot do anything I chose and will choose to continue to take this situation further until Aspen takes ownership and does something about these ridiculous utility bills.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
FalseMy roommates and I made it a point to clean and inspect every inch of the apartment in order to avaoid any random fees since were perfectly aware of your company's fraudulent practicesWe documented the apartment the day we moved out and you can see everything is left clean and without any damagesThe pictures you sent of "damages" on the couch were hardly visible, the pictures did not include a date (as I requested) and therefore it seems that you're just being persistent in charging fees that were simply not responsible for
As for rent, I have the official contract signed between us and my roommates indicating that we opted for the VIP package and the resulting rent was raised to $The sales agent specifically stated that rent was $since we signed early in the yearYour company did not meet their end of the contract and simply dismissed every single one of our complaint when we asked to move the unit we signed, payed and agreed onI have attached our contract which states just thatTherefore, there was no reduction of our rent as you statedThat is completely incorrect an an excuse to continue to dismiss your so called "mistakes"
Please reevaluate the information you have at hand because this all seems like a scam to collect cash from your old residents
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
You do in fact charge for wear and tearCarpet that has been walked on should not need replacement, especially after being professionally cleaned.Maybe a student living facility shouldn't purchase white carpet The same goes for needing to repaint roomsPaint fades, things get dirty, and its inevitable that the unit will not look "perfect" after move out
Regards,
*** ***

***, Ms*** was the winner of a leasing promotion at our Columbia, MO property As she states in her complaint, she did not move to Missouri to take possession of the unit so we allowed her to sublease the unit if she was able to find someone through her own efforts Over
the past few weeks she has been working with our leasing team to resolve her issues and we are committed to helping in any way that we can Unfortunately, accepting a cash award was not part of the rules and will not be an option We will continue to work with Ms*** in an effort to reach a solution beneficial for all parties involved. Sincerely, Aspen Heights Management *** *** *** | Regional Manager Aspen Heights | Austin Office: ***

*** *** *** ***
*** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** *** *** *** ***
Aspen Heights is always happy to field any questions or complaintsWe assess charges
after move out by inspecting the unit and comparing it to the Unit Condition Form that the resident fills out upon move inWe do not charge for any pre-existing issues or damages when they are recorded on the Unit Condition FormThe form is the only way management can assess what issues or damage were pre-existingWe do not charge for standard wear and tear. In regards to work orders: Work orders can be entered conveniently through the resident portal, or they can be called inWe have 24/emergency response, and we have a same day response time for standard work ordersIf there are ever any issues with a completed work order, management is always glad to hear about it and solve the problemWe have full-time maintenance members dedicating to offering professional and thorough service. In regards to inspecting units: It is true that we enter homes quarterly to change air filters, change batteries and inspect for needed repairsWe always notify residents beforehand via email and textWe are dedicated to making sure our units are kept in quality and functional condition. In regards to rental installments, it is true that we do not pro-rateWe follow a rental installment method as per the leaseThis means that the annual sum of rent is broken up into equal installments. In regards to being given different information by different staff members: We pride ourselves in excellent customer service, and we apologize for the confusion in your situationWe did experience a misunderstanding in your case, and we apologize sincerelyWe have since trained and improved in order to prevent miscommunication in reassignment situations. Aspen Heights is happy to be able to have the opportunity to respond, and I welcome further inquiry. Kristy B***General Manager-Aspen Heights Fort Collins***
***

I'm sorry you are still upset, I certainly understand your frustration and have passed your feedback alongWe can discuss a payment plan to pay this billYou can email our AGM at ***@myaspenheights.com and she can work with *** *** and you on a mutually agreeable plan for all parties. Thank you, *** *** General Manager

Hello Ms*** I just received your voicemailI finally got to talk to the management yesterday and we sat down and talked about the issues I discussed in the complain and emails beforeThey were able to take care of the charges but I would still like the complaint to be visible on the website for Revdex.comIt took them almost months for them to finally get back to us and they only did that because we got in touch with you guysAfter meeting with them yesterday, they were still doing the same things they did to us when we lived thereNot listening to their residents, talking among themselves, and even just sitting the in the back of the office in their phonesI know there are other residents trying to get a hold of them to talk about their charges and Aspen has not responded back to them Thank you for your help but please let others see how they really treat their residentsIt wouldn't be fair to anyone to go into that place and really not know what is going on Have a great day! *** ***
*** ***

Complaint: ***
I am rejecting this response because:I still have not spoken to anyone in person. AGAIN, I am not disputing the entire bill, yet wanting to have a discussion about parts of the bill. If you are a parent...BEWARE! and year old students are not capable of the paperwork and loop holes this business ask them to jump through. For example, the students are supposedly supposed to have received wristbands each for the pool. Let's play this out: $for each missing band X = $PER STUDENT$x 50% of the occupants (units) = $28K collection from wristbands alone!!!!!!!I will pay my bill, BUT I will take every opportunity to warn parents of Freshman and Sophomores to learn from our mistake. This is a business to sign up kids with lots of promises with no deposit, then do a lot of sneaky work to recoup that on the back end.
Regards,
*** ***

Mr***,
We apologize you feel our team has not effectively responded to your concernsAspen Heights is committed to providing consistent world-class customer
serviceWe have followed our policies and procedure regarding residents moving outHowever, if you believe any charges are invalid, we welcome the opportunity to discuss this matter further with the resident to better understand their concernsPlease reach out to the team in San Marcos in reference to any additional concerns
Best,
Aspen Heights