Aspen Heights

Aspen Heights Corpus Christi *** *** *** *** Corpus Christi, TX May 4, Re: Revdex.com Complaint ID: *** (***) Customer entered into a lease agreement with Aspen Heights using our online portalThe customer selects the term in which they would like to reside In our community
along with other optionsTheir hand selected options are then generated into a lease documentOur system requires that each page of the lease document are reviewed and initialedLease dates are populated on page and page of the document, giving the signer two opportunities to reviewIn this case, customer selected his/her lease dates, reviewed arid initialed twice, and electronically signed the lease contractThe contract can be uploaded as a PDF or printedThe contract signed is indeed the contract on file in our office and has not been altered in any way to warrant a "bait and switch" accusationFurthermore, a request has not been made to "void" this contractIn the event that a resident or future resident is unable to fulfill the terms of the lease contract, we offer a reassignment option which furnishes the opportunity to transfer the lease from one party to anotherLastly, we can confirm that based on our current promotion, the initial administrative fee has been waived allowing the customer to accept a lease offer without submitting a paymentAspen Heights is happy to help navigate the reassignment process if the customer has determined that it is no longer in his/her best interest to move forward with occupancy*** ***- General Manager

***, 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: ***

Ms***,
We are sorry to hear that you are unhappy with our customer serviceAs our on-site management team and the regional manager for the property have already discussed with you, these charges are related to damages found during the move-out inspection of your unitOur team
walks each unit upon move-out and documents all damages with picturesThese pictures are then referenced against the mocondition report completed and submitted by you upon your move-inPer your request, we provided you with these pictures and, further, compared these damages with the move-out inspection reports from the previous tenantCombined, these methods give us clear documentation of the damages specific to you (and your roommates)Given these damages, your account was charged in accordance with your Resident HandbookThese charges are detailed in your move-out statement already provided to you. In refernece to your rent concern, your account was charged the monthly rental amount stipulated in your leaseIn fact, you were discounted $10/month from the market unit rental priceAgain, we apologize that you are not satisfied with our response to your concern, but these documented damages will remain due per your leasePlease direct any further questions or concerns to the on-site team, as they are most apt to assist you.
Best,
Aspen Heights

Ms***, Below is our response to Ms***’s rejection:Ms***, We apologize that you feel our previous responses have not been adequateAs we detailed in our prior response, your application was not approvedAs such, your lease is not validFurther, the documents you provided show that you expressly agreed to the non-refundable application fee of $25, which is due within days of signing your leaseMoreover, the documents do not show any concessions, including any giftcards.Please contact your leasing office with any further questions or concerns, and to make payment arrangements for your application fee. Best, Aspen Heights, on behalf of Avery Fresno

Aspen Heights is the WORSE student housing in San Antonio area The manager, assistant manager and maintenance staff DON'T care They DON'T clean or do repairs to the apartment before renting it to you They will rent you that dirty and unsafe apartment AND they will try to charge you at the end of your lease for cleaning and repairs It takes many phone calls, going to the office and emails for them to do something I don't recommend this student housing

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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***
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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

We dispute the basic complaint here that the landlord was unresponsive in addressing this complaint First, the complainant first raised this pest control request on 4/25/Landlord has taken several efforts to address the situation and unfortunately sometimes results are not always as quick
as everyone hopes Landlord has been to the unit several times since the initial complaint to landlord and has sealed holes in the unit, had pest control come out multiple times, and recently received bids last week that cover traps around the exterior of the building, in the attack, and additional sealing of the unit This includes incurring of several expenses related thereto We had a pest control company visit the unit within a day of the initial complaint. Further, despite the claim in the complaint, Landlord has offered to waive the transfer fee but the only available space we have for her was a non-pet unit (meaning, an apartment where the other roommates have indicated they do not want to live with a pet) and she was unwilling to go without her pet during the remainder of her lease term.We even sought to have the tenants in the available space agree to allow the complainant's pet, but they did not agree We believe Landlord has made extraordinary efforts to eradicate the mouse problem, but even with such efforts we cannot guarantee a mouse-free apartment We will continue to use best efforts to resolve the pest problem

I met with this resident on 2/9/I am the GM of the property and I thought we left on a good noteI explained that I spoke with the City of Columbia utility department and citywide they saw an increase in utility bills of 10-20% so the high bill is not Aspen-specificThe extremely cold
temperatures are the reason for the higher than billThe billing cycle was over a period of days and of those day the high temperature did not get above the freezing mark of those daysThat is significant and we saw record low temperatures during those timesThe cold weather, the large house and the fact that there were only two roommates living there for this cycle is why the bill was higherI offered for our Maintenance Supervisor to come and visit with them to see if there are any areas that he could help with or suggestions to help save them money on their utilities and she turned down my offerI also offered to help her print the PDF file of the City of Columbia bill from her *** *** portal so that she could actually see the usage and I could help explain, she also turned that downI assured her that I would pass along her feedback to my supervisor, which I have doneWe cannot offer compensation for this billThe bill is strictly based on the utility usage in the house for the period of timeI appreciate the honest feedback and if I can do anything else to help please let me know.?

Initial Business Response /* (1000, 10, 2015/12/29) */
[redacted], 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.)

Hello! I'm happy to respond to this complaint. We have pictures showing that the carpets needed to be cleaned. They were not shadows. I inspected this unit myself. I understand that it is frustrating to carpet clean a room and then have to pay again, so we won't charge a tenant if they provide...

documentation (invoice) from a professional carpet cleaning company that the unit was carpet cleaned upon move out. [redacted] is a recommended vendor, and they are still in business. With an invoice from them stating that the carpet was cleaned, I truly am more than happy to waive the cleaning fee we incurred. We simply can't waive a fee without an invoice. We must treat everyone the same. I would recommend reaching out to [redacted] again. I have spoken to [redacted] in the past and this was one of my interaction via email. We are happy to discuss charges, and we are happy to go over pictures. We value our residents, past and current and we are committed to being fair. My name is Kristy B[redacted], and I'm the GM here at Aspen Heights. You are absolutely right that you shouldn't pay for anything that was already present or that wasn't necessary.I do not see pictures that justify the paint charges, so I'm taking them off. Our inspectors were under the impression that the house was smoked in, so we full painted the whole house.  As far as the carpet cleaning charges, the pictures do justify carpet cleaning. Please send all receipts of professional cleaning and I'll consider the situation, but it does appear that  professional cleaning was necessary. Pictures attached. I am also leaving the charges on for the microwave repair which is $5.00 per person to replace the handle. Your new statement has been sent. Your charges are due by Sept. 30th, 2016, and you can pay on the portal. Your total is now $112.50. Thank you for the opportunity to review your statement. Best of luck to you [redacted]. Kristy B[redacted]

We have already responded with clear and open communication. Thank you so much for the opportunity to field this situation.

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Hello![redacted] can contact us with further questions. We are no longer responding through Revdex.com. Thank you!Best,Kristy Kristy B[redacted]General Manager-Aspen Heights Fort Collins[redacted]
[email protected]

Ms. [redacted], We apologize that you feel we charged your account incorrectly and did not adequately respond to your concerns. After researching your complaint, we are unable to remove or reduce any of the charges on your account. Attached are your move-in inspection report, move-out...

statement, and other photos. From the photos and records, the charges assess were justified. You were in a four-bedroom home; one roommate moved out in October 2016, and the other two roommates were charged the same proportion of common area charges as you. While your move-in inspection report does indicate some dents in the wall and that the home needed some paint, the move-out photos show an attempt to do some touch-up painting in the wrong color requiring us to fully repaint afterwards. As the move-out statement shows, there are no charges for liquor bottles or other refrigerator items referenced in your complaint. And note that the majority of your move-out statement balance is for past-due utility bills. We hope this addresses your concerns. Please contact your on-site leasing office with any further questions or concerns. Best,Aspen Heights

Complaint: [redacted]
I am rejecting this response because: I called them to let them know I wasn't gonna be able to move in just like we agreed the manager and I a month or two before move in date. I'm not just realizing anything I have tried calling them numerous times and I don't understand how...

I get told that they will hold on to something and to let them know if I will or will not be moving in and I do exactly that and and it get swept under the rug. I was told it would not get put through if I called back and told them I wasn't able to move in after I already told them I may be moving away because of work, why would you put it through anyways if you didn't hear anything from me just to screw me and if I didn't finish filling out paper work then lease isn't even complete. This need to be fixed I've been trying to get a hold of corporate for years even after I found out they put it through when I said I wasn't going to move in like we agreed
Im
Regards,
[redacted]

We are happy to respond to this complaint. 
Our move out charges are listed in the resident handbook which is available to residents on their portal or in the clubhouse. We do not charge for wear and tear. We do however, charge to return the unit to original condition minus wear and...

tear. We only replace carpet if necessary, because it is labor intensive and expensive. We welcome all residents to discuss all move out charges with us and we offer pictures of every single thing we charge for. If we don't have a picture that suitably shows the need for the vendor service, then we don't charge it. We do not charge $50 for picking hair from a drawer. The pictures may though have shown that the room was not adequatley cleaned. We do have to pay vendors quite a bit to clean homes that needed cleaning, or clean carpets or paint. We encourage residents to call around to get paint, carpet cleaning and cleaning pricing and they will find that the prices are fair. We value our residents and we are committed to being fair. If there is a dispute about a Final Move Out Statement, we are happy to discuss it. We ask all residents to reach out to our staff, and we're happy to show pictures and discuss. In this particular case, we did receive a receipt for a [redacted] rental. This is a great effort and we appreciate it. It is not a professional cleaner though, and the carpet that was replaced was not sufficiently cleaned. This is common if carpet is not cleaned regularly through out the lease. Or, there may have been other factors contributing to the poor condition of the carpet in the bedroom. 
We are more than happy to again review all pictures with the resident if that would be beneficial. We simply charge for work needed minus wear and tear. I think the fact that we charge $0 security deposit does make it more difficult to accept move out charges on the back end. Many rental agreements require a hefty deposit for this very reason. 
Thank you for the opportunity to respond.
Best,Aspen Heights Fort Collins

Complaint: [redacted]
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 it. I 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 usage. I 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 discuss. I was not happy when I left. You also mentioned you spoke with the Den and several other places and they informed you their bills were too $500. This was not a truthful statement. I spoke with several Home renters from [redacted] and different residences including [redacted] because the too live in homes and their bill we’re between $50-$100 at the most during December 18-jan18. There is no explanation that can justify this $416 utility (per person) regardless of the square footage and the cold. As 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 feeling. I should not have to turn my heat off in these cold cold months in efforts to afford my utility. Apsen Heights markets to a population of students who’s socioeconomic status is no where near high class. It 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 less. Regardless of my hourly wages it is beyond ridiculous for a utility to be over $800 for one home. 
Even if off[redacted]g a credit was not optional there was no regard to maybe offering a payment plan. This 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,
[redacted]

We are uncertain how to respond to this response.  If our tenants return all wrist bands, they would not be charged a fee for the loss of them.  We disclose in the Lease that lost wristbands, among other things, will subject tenants to additional charges.  As this was contracted to, we see no basis for a dispute.  Thank you.

Ms. [redacted], We apologize that you feel our last response was not acceptable. Unfortunately, our position remains unchanged--you are charged the late fees pursuant to your lease and the payment made by your prospective reassignee will stay on his account. Please contact your on-site office with any further questions or concerns, as they will be best able to assist you. Best, Aspen Heights on behalf of [redacted]

[redacted], Thank you for following up on this and for your patience. I just received word from our accounting department that the check we issued was deposited and cleared the bank on 11/14/17. So, this complaint should be resolved. Best,  [redacted]LEGAL INTERN1301 S. Capital of...

TX Hwy, Suite B201Austin, TX 78746[redacted]ahpliving.com