Classic Design Pavers, Inc.

We, at Lotus Village, are very sorry to hear of your pest control issue.  We do, immediately, call out the pest control company to treat any issues for pest control.  We follow the directions of the pest control company.  Unfortunately it can take several treatments.  with this...

in mind, we do want to make sure you are happy.  This is important to us, Lotus Village and Roscoe.  Please feel free to visit our sister properties.  If you find another property that you are interested in, we can have you transfer to this property.  there will be no transfer fees or new application fees.Please contact your management office so that she can coordinate with you if you decide to transfer. Again, we apologize, and want you to know you are important to us. [redacted]

After reviewing the lease document copies given to us by the complainant, it was determined that there was no indication on either copy that the late fee date had been changed per her conversation with the property representative.  She claims that a 2nd copy of the lease was drawn up and her...

initials were signed by someone else; however, this does not change the fact that neither copy has a different late fee date.  As a landlord, all residents at our community must have the same terms in their lease contracts which would not allow us to give one person one late fee date and another person a different one.  We are not in a position to be able to give her what she is requesting.

Every resident should be allowed to view their apartment before move in.  We appreciate the feedback on this and will strive to make sure this does not happen again.  Upon inspection, it was found that there were no bedbugs in the apartment.  A treatment for any pests...

may be scheduled Monday thru Friday for a Wednesday treatment.  We want all apartment to be as pest free as possible and for everyone to be comfortable in their new home.  If at any time anyone witnesses or feels that there is any illegal activity nearby, please call 911 immediately.  The Arrangement, the team, nor the owners can be responsible for any criminal activity.  This is the police's responsibility.  The police are here to protect you. If you would reach out to the manager of The Arrangement, she will be happy to help you with any of your needs.Thank you,The Arrangement Team

To Whom It May Concern:     Thank you for taking the time to contact The Royal and going out of your way to explain the issue that was encountered recently. We regret any inconvenience this may have caused and assure you that we are determined to keep our resident satisfied.   Upon...

investigation of the air conditioning system, it was determined that the system was not low on Freon but needed to have parts replaced which were completed on Monday, September 5, the day of the call.   We apologize for the frustration that occurred in the process and we assure you that the air conditioner has been repaired and is fully functioning and cooling the home.     We regret any problems that may have arose and personally extend our apologies. We pride ourselves in responding to customer complaints to ensure these incidences do not happen again.

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]

[redacted] notified myself, [redacted], and the Corazon management team that her identity was stolen. [redacted] communicated that Corazon leased an apartment using her identity without conducting proper screening, which is a false accusation. I communicated to [redacted] the details of the events,...

that an application was received with her information and it was denied, and that the applicant was not leased to. The fees paid for the application and admin were returned as non-sufficient funds and the account was unpaid after attempts to contact the applicant so the account was submitted to a third party collections agency.  The only interaction I've had with [redacted] was an email where she demanded that I remove her from collections. I asked [redacted] to work with me and that I'd need documentation to best support her, of which she has not furnished to date, so no action has been taken. I did ask [redacted] to submit the documents to the collections agency to assist her. The account will not be removed from collections until she cooperates with management and the collections agency. I have offered assistance to [redacted], however, she has been unreasonable and has not assisted with a resolution.

Complaint: [redacted]
I am rejecting this response because:I have made countless requests regarding this issue and I have been ignored. I am waking up with  bed bug bites on my face,arms, back and thighs.Also, there are still roaches that have infested my apartment and no matter how many times this has been addressed with the property, no one has done anything regarding this. 
Regards,
[redacted]

On 08/15/16, the Assistant Manager, [redacted], delivered small balance notices to all residents that had a balance due at the community. She had particularly talked with [redacted] via email and twice via phone regarding his small balance and he had agreed to make payment. He...

never made payment, so a small balance due was delivered to his apartment. The notice was folded and not visible to the public. The small balance is from a lease violation with the previous management and a small balance that was due from under paying his balance with Roscoe Properties. He was explained this detail, for this balance has carried over on his account monthly. After receiving the notice to his door on 8/15/16, [redacted] came to the office on 8/16/16 around 10AM and used derogatory language and threw his balled up notice at the manager’s office. [redacted], a leasing agent, informed the Property Manager, [redacted], of the resident’s frustration and so she called him to discuss. He was very irate on the call and was yelling and using derogatory language. I informed the resident we could talk at a later time when he calmed down. He kept yelling so I hung up. [redacted] immediately came to the office and was cursing, demonstrating aggressive behavior and refused to leave. He was swearing and pointing his finger in the Manager's face. The manager and the rest of the staff were very scared and since he refused to calm down or leave the office, they called the police on him and asked maintenance to come to the office due to the severity of his behavior. A constable was onsite doing a “writ” and walked into the office during this situation, he asked the resident to leave but [redacted] refused would not.  Once police got onsite, the resident was in his apartment and the officers went to his unit. They talked with him and instructed him not to come back to the office and to communicate with us via email for now. They did state the resident was very angry and seemed upset. Officers asked us to call them back immediately if resident returned to office demonstrating the same behavior.  Police Report#: [redacted] has paid his balance in full that was due to management.

Resident reported to management that he suspected that there was a raccoon in the attic of his apartment. Management hired a pest control company to inspect the apartment and they confirmed there has been raccoon activity in the attic above the residents apartment. Management put out traps...

for the raccoon and caught the raccoon in the trap on May 4, 2015. The pest control company removed the animal from the premises. The resident did not make any further complaints to management until May 19th, when the resident emailed the management that he can smell raccoons and they are still present. Management visited the apartment and did not smell or hear anything. Management put out traps again in the attic above the residents apartment the same day of the complaint. No further activity was cited. The resident emailed the Regional Manager asking to be released from the lease agreement, and the Regional Manager explained all of the information above, and stated that management had been responsive to the complaints. The Regional Manager also explained to the resident the process of being released from the lease agreement. The resident came into the MESH office on Saturday, May 30th, with a letter that stated he vacated the apartment because management had not responded to any of his complaints about the raccoons. This information is false, for management responded immediately to the concern of raccoon activity and believed to have solved the issue on May 4th. The resident was so hostile toward the staff that the staff asked him to leave the office because he was making them uncomfortable.  The resident turned in his apartment keys on May 30th along with the letter. The Regional Manager attempted to call and email the resident with no response. The resident did not give notice to management that he would be vacating the apartment earlier than the end of his lease term. After failed attempts to get ahold of the resident, management moved him out of the rental system, charged him a reletting fee to the value of 85% of one months rent per the TAA lease agreement, and sent his account to collections.The management believes that they have been responsive to the complaint(s) of the resident. The resident did not communicate to management that the issues were ongoing after the raccoon was trapped and removed on May 4th, so the failure for the resident to communicate the concerns is not managements responsibility. Management did not charge the 60 day notice (60 days of rent due per the resident skipping the lease with no notice) or the accelerated rent for the remainder of the contract. Management now has to absorb the lost rent of the apartment because the resident failed to comply with the terms of the lease agreement.

We apologize for the inconvenience.   The $50.00 surcharge fee will be credited back.

We have received no prior communication from the complainant in regards to the concerns he is addressing in this written correspondence. Obviously confused, the Regional Manager called the complainant on 4/21/16 to hear the residents concerns and address the complaints accordingly....

During the conversation, it was discovered that many of the issues that the complainant was addressing occurred in the Fall of 2014. When looking at the resident's ledger, it was discovered that he received a $250 concession to cover the inconveniences from move in. When speaking with the resident, the only current complaint was that there was possible mold in the vents of the apartment. When reviewing his file, we did not see any service requests placed to address these concerns. We did notify the resident that we would send maintenance out to inspect the units and address his concern properly. Maintenance did go out the following morning 4/22/16 and discovered there was some dust build up in the vents, but no signs of mold. Maintenance flushed the vents and replaced the vent covers. During the conversation on 4/21/16 with the complainant, management did express that there are options to being released from his lease. He expressed he would like to follow up with management on what he wants to do. Management has not received communication on what options the complainant would like to go with. Management is happy to discuss what options available and come to an amicable agreement on releasing the tenant.

Our legal representative has been in communication with previous resident's legal representative and is in negotiations to resolve this manner.

Good morning.  We have received your complaint from the Revdex.com.  Please call the office and speak with the manager.  I understand that you and her have been in correspondence concerning this issue of the noise complaints.  Your management team is following up with...

your concerns with the resident.  Per the manager's conversation with you, we can transfer you to another apartment home or sister property.  Please let the manager know what you would like to do.Thank you for your concern.  We, your management team, and Roscoe Properties value your residency and hope that you will be happy living with us at Bristol Square. [redacted]

Ms. [redacted], We regret any difficulty that you may be having with our online payment system. Please feel free to stop by the office and the staff will be happy to assist you with the Resident Portal and the online payment process. -Sierra Royale Management

Complaint: [redacted]
I am rejecting this response because:
Olajuwan [redacted] who is the management onsite doesn't enforce the policies you say are in your business model. I called the police last night at 830 pm on the contractors working upstairs after they became violent when I approached them about working past 6pm. If I pay rent here I deserve to be able to go to bed if I want at 8pm not have contractors sound like they are breaking through my ceiling all night.In addition, I've sent Mr. [redacted] numerous videos of vicious dogs in your building with no resolve. He is not even willing to listen to any arrangements or resolutions in any manner. So, why don't you meet with me. I called your number and they said you're unavailable and became defensive with me when I gave my contact info for you to contact me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Response includes false information. There were no other residents in the office mentioning this to any of your staff when we were in the office. Multiple staff members informed us, when we gave specifics on the individual, that they were aware of this weeks ago. We gave the specific car and appearance of the individual each time we asked about him. Would have beneficial for me to record these conversations, but I didn't think you all would turn around and deny this after the fact. The gates have been propped open again. It seems as though they are left broken more than they function. Again this situation is not normal. You are responsible for safety of people occupying your property if you are aware of incidents that could lead to injury or damage. Just last week there was another incident here  where a person couldn't even park in their reserved parking spot at night because a non-resident occupied parking. The resident tried to contact the correct staff members to make them aware of this and couldn't get in contact with anyone at all. They had to park in a non parking spot and risk being towed. Something must be done here. This shows there is a problem and even if we try to resolve it the way you suggested (calling your staff or the courtesy officer), we, the residents, are left to dry and our property is left in danger.  I was only in the apartment for a little over a week when this occurred so for you all to expect me to play security and look for non-residents that are lurking around the property and trespassing is a bit much.
Regards,
[redacted]

The lease contract through TAA does not address convenience fees. It specifically states in the contract that the owner may change a policy if it is given to residents 30 days in advance. All correspondence to residents is considered legal notification according to the TAA Lease Contract. All...

residents were notified of this policy change at takeover in July. Again in August, September and October that we would be implementing on November 1, 2015. All residents were given multiple forms of communication about this policy change, email notification as well as letters on the door and the property newsletter that is sent out on a monthly basis. There are multiple methods to pay rent including paying online without a fee with the ACH option. You can also pay with a Credit Card online as well as resident may utilize our Money Gram program.

An agreement has been reached and the problem has been rectified.

Good Afternoon,[redacted] was charged a final utility bill upon her move out. Below is an email that was sent directly to her on 3/28/17 explaining the charges and issuing her a credit for $10.07 based on a manual calculation that was performed in comparison to the auto estimated calculation that was...

performed.  Good Evening [redacted], Thank you for your time speaking with me this afternoon and allowing me the opportunity to research your final utility move out statement. I'm going to do my best to explain this via email so you have a visual of what I'm looking at and how I'm arriving at the numbers. I've attached the ledger for your apartment that reflects every charge and every payment during your residency at Timber Creek.  Please forgive the handwritten notes on the ledger, it was our best method of showing you how we arrived at the final utility numbers - excel is not an option for your ledger history, so we had to go old school here.  You moved into apartment #344 on 3/22/16. If you reference your ledger, you will see that the first utility bill did not take place until 6/1/16. This is based on how the City bills the property, all of the billing cycles run in arrears approximately 60 days. For your account specifically, it ran in arrears 70 days.  The first bill you received on 6/1/16 was pro-rated for 20 days, billing you for the period of 3/22 - 4/10. Each month to follow, respectively, ran that same 30 day billing cycle: July 2016 bill you received was for usage  4/11 - 5/10, August 2016 bill you received covered 5/11 - 6/10 and so on month after month. For your quick reference, we've notated on the left hand side of each month on your ledger, the amount of your utility bill for that corresponding month. Fast forward now to March 2017, your last normal utility bill, which covered the billing period of 12/11/16 - 1/10/17. While you vacated the apartment on 3/27/16, because of the billing cycle, our billing company has to perform an auto estimation to cover the 76 days that weren't billed, more specifically, that covers the period of 1/11/17 - 3/27/17.  Having said all that, we drilled in a little deeper to ensure that the estimation was in line with your normal average of bills and here's what I've come up with and how I've arrived at the numbers:Not including June 2016, since it was not a full month billed, I averaged your utility charges from July 2016 - March 2017 arriving at a monthly billing average of $78.16 which equates to $2.61 per day. So now if I take that daily average and times that by the 76 days (billing cycle of 1/11/17 - 3/27/17) I come up with a total of $198, a difference of  $10.70 in comparison to the auto estimated final bill of $208.71. We are placing a credit on your account for the variance of $10.70. We are not able to do anything additional because this is not an arbitrary charge, but based on actual utility usage. I hope this helps explain the methodology to how the utility billing works. Thanks,   [redacted], CPM® [redacted]Roscoe Properties, Inc. AMO®[redacted]@roscoeproperties.comDirect: ###-###-####Office: ###-###-####Fax: ###-###-####www.roscoeproperties.com

As we discussed via email, the gates stopped working on 9/5/17 and we immediately called a gate repair company to repair the gate in question.  As I told you, gates are not fool proof, they are meant to limit access but cannot stop someone who is determined to follow a car to get in.  It...

is impossible to assure the safety of every resident and it clearly states in the lease that you are responsible for your safety and the safety of your belongings.  Regarding the allegations a homeless person, we had no knowledge of a homeless person living on the property, if we did we would have notified the police officer that lives on the property to watch for this person.  The last thing we want if for our residents to experience anything like this as it hurts our residents and us as. Unfortunately the reality is these types of things happen at all apartment communities and in neighborhoods with homes and the best way to avoid it is the put your vehicle in a garage.