Aspen Heights

Ms. [redacted], We apologize that you feel we did not adequately respond to your situation. As you are aware, your lease requires late fees if you have not cleared your balance by the 3rd of each month.  As a one-time courtesy, the site team offered to waive your late fees if you cleared your...

balance that same day; as you did not do so, those late fees were not removed. Regarding the $100 payment, that payment was made by the prospective tenant attempting to reassign your lease and, as such, that payment is correctly applied to his account. Your lease also enumerates the requirements for a reassignment. Any auxiliary agreement between you and the prospective reassignee is just that and does not affect your duties and obligations under your lease with [redacted]. The fees currently on your account are simply the fees required by your lease. The on-site team has already reached out to you with this information. Please direct any future questions or concerns to the on-site team, as they will be most apt to assist you. Best, Aspen Heights on behalf of [redacted]

Ms. [redacted], We are sorry to hear that you are unhappy with our customer service. As 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 unit. Our team walks each...

unit upon move-out and documents all damages with pictures. These pictures are then referenced against the move-in condition report completed and submitted by you upon your move-in. Per your request, we provided you with these pictures and, further, compared these damages with the move-out inspection reports from the previous tenant. Combined, 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 Handbook. These 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 lease. In fact, you were discounted $10/month from the market unit rental price.Again, we apologize that you are not satisfied with our response to your concern, but these documented damages will remain due per your lease. Please direct any further questions or concerns to the on-site team, as they are most apt to assist you. Best, Aspen Heights

[redacted]   All charges and fees are clearly stated in the lease the resident signs. Utility charges will vary due to each individuals home usage. All homes are induvidually metered for electricity and water/sewer. We cannot give them amounts for those fees since it is based on usage. Each...

person has a running ledger when they live at Aspen Heights and all charges are clearly stated on that ledger.   We are a housing community that caters to the college student population and they rent a room in the house and share common spaces. If the resident does not already have a roommate to sign for a vacant space in the house we place another resident in the vacant space. We do our best to roommate match but that is entirely based on the "About Me" information that the resident provides upon signing the lease.   All residents are informed of any management entry before the event takes place. We have quarterly inspections for every home and every resident is informed of this inspection prioer to the date it takes place. If another resident in the home has submitted a service request for repair, we are given permission to enter to make those repairs.   All move out charges are recorded with pictures to document the damage and there is a process in place to dispute any charges. The entire property moves out on the same day and when we have that many move outs simultaneously it is not possible to personally respond to each one. Once they email the address provided we respond in the order we receive the responses.       [redacted]| General Manager Aspen Heights | [redacted] Office: [redacted]

I met with this resident on 2/9/18. I am the GM of the property and I thought we left on a good note. I 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-specific. The extremely cold...

temperatures are the reason for the higher than normal bill. The billing cycle was over a period of 34 days and of those 34 day the high temperature did not get above the freezing mark 20 of those days. That is significant and we saw record low temperatures during those times. The cold weather, the large house and the fact that there were only two roommates living there for this cycle is why the bill was higher. I 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 offer. I also offered to help her print the PDF file of the City of Columbia bill from her [redacted] portal so that she could actually see the usage and I could help explain, she also turned that down. I assured her that I would pass along her feedback to my supervisor, which I have done. We cannot offer compensation for this bill. The bill is strictly based on the utility usage in the house for the period of time. I appreciate the honest feedback and if I can do anything else to help please let me know.

Complaint: [redacted]
I am rejecting this response because: There was no agreement made that I had to pay the full balance on my account that day (2/7/17) to have the late fees waived. Indeed I had told them while on the phone about the late fees that I was intending to pay in about a week when the lease takeover was completed. There was no disagreement with this or any mention that the waiving of the late fees was only offered if paid in full that day. It was only on 2/20/17 when I spoke with [redacted] that it was first told me that the late fee would not be waived because I did not pay on 2/7. In the conversation on 2/16/17 when the lease takeover moved into my apartment, [redacted] told me while on the phone with me that they do not waive late fees and that she never told me that it would be waived. The story is changing in whatever way is most convenient to be able to still charge that late fee. I want the $100 credit back on my account and the late fees should be waived, not transferred to someone else's account.
Regards,
[redacted]

[redacted]   All charges and fees are clearly stated in the lease the resident signs. Utility charges will...

vary due to each individuals home usage. All homes are induvidually metered for electricity and water/sewer. We cannot give them amounts for those fees since it is based on usage. Each person has a running ledger when they live at Aspen Heights and all charges are clearly stated on that ledger.   We are a housing community that caters to the college student population and they rent a room in the house and share common spaces. If the resident does not already have a roommate to sign for a vacant space in the house we place another resident in the vacant space. We do our best to roommate match but that is entirely based on the "About Me" information that the resident provides upon signing the lease.   All residents are informed of any management entry before the event takes place. We have quarterly inspections for every home and every resident is informed of this inspection prioer to the date it takes place. If another resident in the home has submitted a service request for repair, we are given permission to enter to make those repairs.   All move out charges are recorded with pictures to document the damage and there is a process in place to dispute any charges. The entire property moves out on the same day and when we have that many move outs simultaneously it is not possible to personally respond to each one. Once they email the address provided we respond in the order we receive the responses.      
[redacted]| General ManagerAspen Heights | [redacted]Office: [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: It was advertised on your facebook website fill out an application and get $ 25.00 Starbuck card. The payment of $25.00 was to paid with a $75.00 fee and $239.00 money order all of this would have been given to you but you retracted your agreement the contract is legitimate you approved my application both of them. So when I get the keys you'll get your $25.00 as agreed on the phone.
Regards,
[redacted]

Dear Ms. [redacted],Thank you for reaching out to my regarding this Complaint. We did not receive a copy of it until your recent email. Mr. [redacted] entered into a Lease with [redacted] for the 2014-2015 lease year (August 23, 2014 —July 31, 2015). While Mr. [redacted] states in his complaint he merely filled out an application, our files reflect that is not accurate. Mr. [redacted] entered into a document clearly labeled a Lease, see excerpts below:The Lease clearly stated that it was binding on Mr. [redacted] regardless of any change in circumstances, including in the case of Mr. [redacted], relocation for a job.Mr. [redacted], despite his claim in the Complaint to the contrary, further acknowledged as part of the Lease that there are no oral agreements and the Agreement contained all agreed to terms between him and the Landlord.Mr. [redacted] then signed this Lease and initialed each and every page.We even provide a 48 hour cancellation policy after entering a Lease, which Mr. [redacted] signed, as excerpted below:Mr. [redacted] did not elect to cancel during such period. We do not have any audio transcripts of the conversations Mr. [redacted] claimed to have and no employees remain with us from that time period, but from the foregoing, it is very clear Mr. [redacted] should have known he was entering a binding lease.Subsequent records of ours reflect us reaching out to Mr. [redacted] to obtain a guarantor for his Lease in the months after him entering the Lease. We reached out to him several times during the next 2 months seeking a guarantor. Our records do not reflect that Mr. [redacted] claimed at such time that he never entered into a valid lease. See excerpts of our communication log with Mr. [redacted] below:Further, we have no records prior to the Revdex.com complaint of Mr. [redacted] complaining that he did not enter a binding Lease. We suspect Mr. [redacted] now is realizing the impact of the negative credit reporting related to his failure to abide by the terms of his Lease and is simply raising the complaint to seek to get that removed. While we recognize change in life circumstances resulted in Mr. [redacted] not living at Aspen Heights, he still was responsible for his obligations in the Lease and should have tried to sub-lease the unit or pay the rental obligation as agreed to as part of the Lease. As we have substantial evidence that: 1) Mr. [redacted] entered into a binding lease with us; and 2) Mr. [redacted] did not pay amounts owed thereunder, we cannot agree to any settlement as proposed by Mr. [redacted]. If Mr. [redacted] wishes to discuss payment terms of the amounts owed, we would be willing to discuss further with him. Thank you for the opportunity to respond. Sincerely,[redacted], its Authorized Agent[redacted]

Complaint: [redacted]
I am rejecting this response because:You do in fact charge for wear and tear. Carpet 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 rooms. Paint fades, things get dirty, and its inevitable that the unit will not look "perfect" after move out.   
Regards,
[redacted]

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.
Regards,
[redacted]

Mr. [redacted],  We apologize you feel our team has not effectively responded to your concerns. Aspen Heights is committed to providing consistent world-class customer service. We have followed our policies and procedure regarding residents moving out. However, if you believe any charges are...

invalid, we welcome the opportunity to discuss this matter further with the resident to better understand their concerns. Please reach out to the team in San Marcos in reference to any additional concerns. Best, Aspen Heights

Aspen Heights Corpus Christi [redacted] Corpus Christi, TX...

78414 May 4, 2016 Re: Revdex.com Complaint ID: [redacted]) Customer entered into a lease agreement with Aspen Heights using our online portal. The customer selects the term in which they would like to reside In our community along with other options. Their hand selected options are then generated into a lease document. Our system requires that each page of the lease document are reviewed and initialed. Lease dates are populated on page 1 and page 3 of the document, giving the signer two opportunities to review. In this case, customer selected his/her lease dates, reviewed arid initialed twice, and electronically signed the lease contract. The contract can be uploaded as a PDF or printed. The 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" accusation. Furthermore, a request has not been made to "void" this contract. In 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 another. Lastly, 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 payment. Aspen 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. [redacted]- General Manager

Complaint: [redacted]
I am rejecting this response because:To whom it may concern,I am displeased with your companies ability to communicate. I contacted my property manager as well as the corporate office multiple times over this incident and received no response. It wasn’t until after I filed my complaint with the Revdex.com that I finally received some acknowledgement. I have stated multiple times that during a meeting with the property manager, it was stated that my dog was not the one showing aggression. I complied with your request and removed my dog from the property. However, I do not have to considering she is a certified emotional support dog. Due to your lack of response initially, I was unable to express that. If your decision to keep my dog removed from the property is final, I need to be released of my lease. 
Regards,
[redacted]

Complaint: [redacted]
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 holes. To my knowledge, there were no nails in that area. As for the carpet, I am also not aware of any damages on it upon my move in, nor my moving out. I cleaned it a couple times, just because I wanted it to be in pristine condition when I left. I 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,
[redacted]

Ms. [redacted]
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We apologize you feel our team has not effectively responded to your concerns. Aspen Heights is committed to providing consistent world-class customer service. We have followed our policies and procedure regarding residents moving out. However, if you believe any charges are invalid, we welcome the opportunity to discuss this matter further with the resident to better understand their concerns. The team in San Marcos has prevously reached out to your son regarding this matter and will be reaching out to you shortly, please direct any additional concerns to them.
 
Best, 
Aspen Heights

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]

Ms. [redacted], We apologize that you feel we have not adequately addressed your concerns in our previous correspondences. After investigating the situation, we unfortunately cannot allow your pet back on property and cannot release you from your lease obligations. According to our records,...

your pet showed aggression on more than one occasion. In 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 signed. Although 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 incidents. Further, 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 effect. Please contact your on-site leasing office with any further questions or concerns. Best, Aspen Heights

Ms. [redacted], We apologize you feel we did not adequately address your concerns. As the on-site team has discussed with you, your application for residency was denied. As you application was denied, you do not have a lease with Avery. You may, however, still owe an application processing...

fee. Please contact your leasing office for details on your denied application, application fees owed (if any), and any other questions you may have. Best, Aspen Heights on behalf of Avery Fresno

Complaint: [redacted]
I am rejecting this response because: I was told the application fee only applies when I move in. I am owed $25.00 Starbucks card for filling out application.I was not denied but approved and your leasing agents refused to allow me to move in. [redacted]
Regards,
[redacted]