CMG Leasing, Inc.

Review: Cmg has claimed that when roommates move out yet one or more still remains, the carpets are not cleaned. I feel like this could be a health issue because a roommate had been living there for nearly three years and the carpets do not look move in ready and should be cleaned for the new resident moving in. CMG has refused to clean the carpets despite being manager of the property. They have claimed that if we would like to use a company to clean the carpets, it would be negotiated between past roommates and future roommates about payment. However I feel like it is the property manager's duty to ensure the property looks pristine for new residents. What are you advertising for new residents if you don't care enough about them and the property to clean the carpets for the new roommates?Desired Settlement: I would really appreciate it if CMG would come into the rooms where new residents on the lease would be staying and clean the carpets. There is no telling what is in the carpets and it could be something someone is allergic to. CMG is showing they do not care about their residents by refusing to do a routine and generally hospitalable act. I would appreciate them taking more actions to ensure the health and safety of new residents.

Business

Response:

I appreciate the opportunity to respond to the Revdex.com complaint #[redacted], filed against CMG Leasing, Inc. I apologize for any misunderstanding between the leasing office and the resident. As a renewal incentive, the residents were offered a choice of a renewal carpet cleaning or a cash incentive if they renewed the lease prior to the date stated on the renewal cover letter. When the renewal lease was turned in to the leasing office, the renewing resident did not select which option they would like to receive as an incentive. In February, the leasing office followed up with all renewing residents, by email, which had not selected their choice for the renewal incentive. Again no response was received. The leasing office will be more than happy to schedule a carpet cleaning for the house and we will notify the resident of when the service will be completed.I have attached a copy of the renewal cover letter and a copy of the email referenced above. Thank you again for the opportunity to address this complaint.Sincerely, [redacted]Site ManagerCMG Leasing

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the complaint once CMG Leasing comes and cleans the carpets in the house. I will contact them the week of 7/4. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The water in my apartment (leased by CMG leasing) was not working at 7:40am on 1/7/14, when I woke up in order to get ready for my full-time job. By water not working, I mean that no water would come out of the faucets and the toilets would not flush. This was unexpected because we prepared for the cold temperatures expected on 1/7/14 by turning up the heat to 75 degrees F, opening all sink cabinets, and keeping all the faucets running throughout the night to prevent freezing pipes. I had a professional meeting at 8:30am on 1/7/14 to prepare for, so I woke my roommate up by 7:50am and asked her to please call CMG's emergency maintenance number to report the issue. She reported to me st 7:57am that she called and the line was busy. She also got out a hair dryer and began trying to unfreeze any potential frozen pipes. At 8:30am, she called the apartment management to report the issue and ask for maintenance to stop by to look at the issue. Maintenance stopped by between 9am-9:30am. The maintenance worker first looked at our boiler, then he asked her if the water was coming out of any of the faucets (and she informed him that it wasn't), and then he said that everything appeared to be okay in the apartment and informed her that it must be an issue outside, then he said informed her that if the problem is outside that he and the other maintenance workers couldn't do anything about it because it was too cold. He was apologetic and nice overall. He then left without resolving the issue or providing any more information.

I returned home from my job at approximately 4:40pm, and found that the water was still not working. I also noticed at this point that my cat's water had run out in her standing water bowl. I went to the CMG leasing office to complain about the issue. I first talked with an assistant manager (who's name I do not remember). She was as helpful as she could be. I demanded to talk to the manager, [redacted]. When Ms. [redacted] returned to the office, she informed me that the sprinkler pipes broke in my building (something which we were never informed of) and no one had water at all. I was angry and told Ms. [redacted] that I cannot continue to work at my professional, full-time job without running water in which to groom myself. I also informed her of the complaints my boss had of my improper hygiene today. I asked Ms. [redacted] to either provide money for other water resources, or provide a hotel reservation for myself, my roommate, and my cat. I also informed her how my cat is at risk since she does not have water available. Ms. [redacted] informed me that "CMG doesn't do that" and simply rolled her eyes and smiled at my concerns, saying they would be fixed within a few minutes.

I returned home by 5:05pm, and my roommate returned home at 5:10pm. At approximately 5:20pm, a maintenance worker knocked on our door and asked if our water was working. He and myself and my roommate checked and found that the water was still not working in our apartment. He informed us that the issues with the sprinkler pipes broken had been fixed, and the water was working again (thus, the issue Ms. [redacted] informed us would be fixed "in a few minutes" was fixed, but we still did not have water). The maintenance man then told us that the apartment beside of ours (apartment # [redacted]) also didn't have water, but it was working everywhere else. He went on to apologize and tell us that there was nothing he could do to fix it, and it would likely be at least a few days before we had water again. He told us to please call maintenance again tomorrow (1/8/13) to tell them whether or not it was still working.

Ms. [redacted] statement that our water would be on "in a few minutes" was obviously shown to be misinformed and completely false. Her behavior showed poor customer service and even poorer concern for residents and pets of residents. I want to either be compensated for all the money I have to spend on getting water, or, if the issue lasts past 12pm tomorrow, I want Ms. [redacted] and CMG to pay for a hotel room for myself, my roommate, and my cat.Desired Settlement: I would like the issue fixed ASAP. If it will take longer than 1/2 a day to fix, I would like a hotel room rented for myself, my roommate, and my pet so we will have running water. If the water is fixed by the time this complaint is seen, I would like a refund of all money spent obtaining water (which can be provided with a receipt). I would also like an apology to myself and my roommate for poor customer service, and how long it took to fix the issue.

Business

Response:

January 14, 2014

Sue Richards

The Revdex.com

Mrs. Richards,

Thank you for the opportunity to respond to Revdex.com complaint

[redacted].

On the morning of Tuesday, January 7, the temperature in

Blacksburg was near zero degrees. With

the wind chill, the temperature felt like it was below zero. CMG Leasing had one apartment building at

[redacted] that contains twelve units where the water lines were frozen. The entire building was therefore without

water and five apartments in this building had their water lines burst. CMG had six Maintenance Technicians working

on repairing the busted lines as well as trying to thaw out the frozen pipes

with two large heaters. The five busted

lines were repaired that evening but the lines were still frozen and the water

was not on for all apartments yet. One

of the heaters quit working so that left one heater to unthaw pipes to twelve

apartments.

On the afternoon of the 7th, [redacted] came in

to the leasing office stating that she did not have water. At that time, she spoke with [redacted],

Assistant Manager, since [redacted], Site Manager, was out of the

office. Upon returning to the leasing

office after 5pm on the 7th, Mrs. [redacted] spoke with Ms. [redacted]

regarding her water and provided the update she had just received from the

Maintenance department. Since the outside

temperature was still in the single digits, it was difficult to say exactly

when the water would be back on. Some

apartments’ pipes in the building had thawed and water was coming back on in

those apartments. Maintenance was still

on site working on the issue. Mrs.

[redacted] recommended that bottled water be purchased for personal use and for

her cat. A hotel room was not offered to

Ms. [redacted] since the water had started to come back on to some units in the building.

Mrs. [redacted] contacted the CMG Maintenance Technicians

again after speaking with Ms. [redacted] and asked them to go up to Ms. [redacted]’s

apartments and check to see if the water was back on yet. The water was not on yet. The Maintenance Technician explained what

happened in the building.

At 6:04pm, Mrs. [redacted] emailed Ms. [redacted] an update with the

same information the Maintenance Technician had just shared with Ms. [redacted] and

her roommate.

On the morning of Wednesday, January 8, [redacted],

Maintenance Technician informed Mrs. [redacted] that water was now back on in Ms.

[redacted]’s apartment. Mr. [redacted] went to Ms.

[redacted]’s apartment and had them confirm that the water was back on which it

was. He also verified that the water was

back on himself by checking the faucet.

Mrs. [redacted] followed up with Ms. [redacted] via email at 5:51pm to let her

know that her water was now on.

CMG will reimburse Ms. [redacted] for water purchased during the time

her lines were frozen. Please submit the

receipts for the water purchased.

Thank you,

[redacted], NALP, CAM

Site Manager for [redacted] Apartments and Townhomes

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My son gave a $200 pre- lease reservation fee for an apartment at The [redacted]. They were supposed to let him know by February 2, 2014 if an apartment was available. When he did not get notified, he called to ask about his refund of his reservation fee. He had been told by their representative [redacted] that he would receive a full refund under any circumstance if a lease was not executed. My son called several times and was told he would receive a call back. Then I have called several times to speak the the manager [redacted]. She will not come to the phone, but I have been told by her employees on two separate occasions that "the check had been mailed" . We have yet to receive this payment.Desired Settlement: Refund of our $200

Business

Response:

On November 21, 2013, [redacted] applied and signed a pre-lease for a three bedroom at The [redacted] by himself. Mr. [redacted] also paid for his $25 application fee and the $200 reservation fee that is required per CMG's policy and the rental application he signed. The application states that the reservation fee will be credited to applicant's security deposit when applicant moves in, refunded if Applicant is not approved, or retained by CMG Leasing as liquidated damages if Applicant fails to take occupancy. Mr. [redacted] called to cancel his application at the end of February, before CMG had a chance to offer Mr. [redacted] an apartment.

Our current residents’ deadline for renewing their apartment was February 2, 2014. All applicants were told when they applied and signed a pre-lease that they would know in February whether they had an apartment. We were not able to contact applicants with their apartment assignment until Monday, March 3, 2014.

A refund request was processed in our office on Friday, March 7. Mrs. [redacted] called our office the week of March 10 to inquire about her son's refund. She was told her son should be getting the check sometime that week. Another request was sent Thursday, March 20 to the accounting office. Check number [redacted] for $200.00 was mailed Friday, March 21 to [redacted] at [redacted] VA .

Thank you,

[redacted], NALP, CAM

Site Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that they did not represent the facts as they happened, however, they did refund the monies owed. This matter is resolved as far as I am concerned.

Regards,

CMG displaced 3 students for mold remediation less than a month before graduation and finals. CMG failed to correct the problem the first time so this is the second time this school year the students have been displaced. Then CMG only provided $10/day for food. Not even enough to cover the cost of going to the dining facilities on campus.

Review: On Monday?, ?October? ?12?, ?2015 ?2?:?45? ?PM, CMG Leasing sent my daughter, potential renter, an email (I am the Guarantor). Due to extenuating circumstances and loss of technology, she was not able to open CMG Leasing’s email until October 20, 2015. The email described a significant increase in rent. It also stated, “At CMG Leasing and the [redacted], customer service, our residents, and future residents are our number one priority. We understand that you applied early, before the rents were set for 2016-2017. If these rent prices do not line up with your budget and you would like to cancel your application, you may do so up to 72 hours from this e-mail and you will receive a full refund of your Reservation Deposit. Please respond to this e-mail if you would like to cancel your spot on the wait list for 2016-2017.” This email was the only form of notification my daughter received on October 20, 2015. By the time she was officially notified, the 72 hour cancellation deadline had passed. They have her phone number as well as a home address on file, but my daughter never received a phone call or certified mail stating CMG Leasing’s deadline for cancellation in order to be reimbursed her $400.00 reservation deposit.

On October 20, 2015, when my daughter was finally able to view the email notification from CMG Leasing, she contacted the Site Manager to cancel her application because of the rent increase, and she inquired about being reimbursed her $400.00 reservation deposit. The Site Manager told her she was past the 72 hour deadline; therefore, she would not be refunded her deposit.

On October 21, I called the Site Manager to explain that my daughter never received the email notification until October 20th. The Site Manager stated that there was nothing she could do about my daughter not having temporary access to technology and that CMG Leasing is acting under Fair Housing Laws. I asked the Site Manager to have her supervisor contact me. She stated that her supervisor, Ms. [redacted], was busy and she would not be able to get back to me right away. I heard from Ms [redacted] on October 22nd. Ms. [redacted] reiterated what the Site Manager stated. Ms. [redacted] insisted that CMG Leasing acted in compliance with Fair Housing Laws. I pointed out that according to Fair Housing Laws in Virginia, refusing to make reasonable accommodations in rules, practices, policies, or services when such accommodations may be necessary to afford a person equal opportunity is prohibited. My daughter did not have access to email; therefore, she was not afforded equal opportunity.

It is important to note that CMG Leasing does not state in its Leasing agreement that the only correspondence with renters will be email. CMG Leasing is obligated, under Fair Housing Laws, to give equal opportunity to all renters. My daughter was not given an equal opportunity. Certified mail is the only means to guarantee an applicant has been properly and officially notified of CMG Leasing’s intentions to increase rent. A 72 hour deadline to decline must exist when the renter is officially notified. My daughter notified CMG Leasing immediately when she officially learned of the rent increase on October 20th, well within a 72 hour deadline once she was officially notified.

I have sent emails to Ms. [redacted] on October 22nd and 26th trying to get this situation rectified. She will not refund our money. My attempts to try and rightfully receive my daughter's reservation deposit have been unsuccessful. CMG Leasing states their email notification and 72 hour deadline to cancel was a courtesy, but how is this a courtesy if we are unaware they ever sent an email? Businesses cannot assume that customers have working email 24 hours a day, 7 days a week. Email is a convenience, not a guarantee that the customer is being properly notified. Direct phone contact and/or certified mail notifying us of a rent increase is a courtesy. Only then could we have cancelled within their 72 hour deadline. My family is acting in good faith to try and settle a dispute with CMG Leasing. The facts remain:

• CMG Leasing never stated in their Leasing agreement that the only type of communication with renters is email and that renters must have access to email to stay current with rent increases and deadline dates.

• My daughter was not afforded equal opportunity to cancel within CMG Leasing’s 72 hour deadline because she was not officially notified via certified mail that there was a deadline.

• My daughter acted in good faith and contacted CMG Leasing immediately upon opening her email on October 20, 2015.

• CMG Leasing remains steadfast that they are within regulation of Fair Housing Laws even though they did not afford my daughter equal opportunity to the notification regarding cancellation.

My daughter and I are eager to put this upsetting situation behind us and move on with our efforts to try and find her affordable housing for next August 2016. The significant rent increase to live at The [redacted] makes living there unaffordable for my daughter and we are requesting her reservation deposit back because we are not in agreement with the rent increase. She notified CMG Leasing of her intentions immediately upon opening an email from them on October 20th. My daughter is requesting that the 72 hour deadline be in place for when she had access to email, October 20, 2015.

Thank you for taking the time to handle our complaint and ensure that CMG Leasing acts in good faith.Desired Settlement: For CMG Leasing to reimburse Miss [redacted] and Mrs. [redacted] the $400.00 reservation fee.

Business

Response:

Thank you for the opportunity to respond to the Revdex.com complaint #[redacted]. On September 23, 2015 the daughter of Ms [redacted] submitted an application for an apartment with CMG Leasing through the [redacted] website. I have provided a receipt of the date and time of application submission. At the time of application the website stated that we were accepting applications for 2016-2017 leasing year and that the rent prices were subject to change. On September 28, 2015 Ms [redacted] completed her online application to apply as the Guarantor for her daughter. Included in the online application are several documents that the Applicant and Guarantor electronically sign: The Screening Authorization and Rights and the Application Agreement. I have attached these documents that were electronically signed by Ms. [redacted] and her daughter. The Screening and Authorization and Rights Document states: "Agreement to Conduct an Electronic Transaction - The parties agree to the following 1) Electronic Delivery. We will electronically deliver to you any documents or information related to your application for residency or disclosure pursuant to any laws, Acts, regulations or statutes ("Documents"). We will deliver your Documents until either party modifies or cancels this agreement. You will receive the Documents electronically in lieu of receiving hard copies through the U.S. Mail. 5) Legal effect. Electronic documents have the same legal effect as hard copies. You are responsible to obtain access to the Documents, and to open and read them. If you cannot open or access your Documents please contact us to resolve this. By initialing the policy document you agree that you have a functioning and operating email account to receive emails from us.""Agreement to Conduct a Transaction by Electronic Means. I agree to conduct this transaction by electronic means. I understand that by initialing the policy document I am conducting an electronic transaction and agree to use and receive communication through electronic means. I agree to enter into this Agreement and application electronically through the email address I have provided. I know that I may refuse to conduct other electronic transactions."The Application Agreement states: "3) The Reservation Fee (may or may not be refundable). In addition to any application fee, you have delivered to our representative a reservation deposit in the amount indicated. The Reservation Fee is not yet considered a security deposit. It will either be credited to the required security deposit when applicant moves in, refunded if applicant is not approved, or retained by CMG Leasing as liquidated damaged if applicant fails to take occupancy. A reservation fee is non-refundable seventy two (72) hours after the date paid without approval."On October 2, 2015 the 2016-2017 rental rents were approved and updated on the [redacted] website. On October 12, 2015 at 3:45 pm we e-mailed all applicants that applied on or before October 2, 2015 of the 2016-2017 market rental rates. I have attached a copy of this e-mail. The reservation deposit is non refundable after 72 hours of application and payment of the application fee and reservation deposit. Due to the change in the market rents from the previous year, we allowed any applicant that had applied on or before October 2, 2015 to cancel within 72 hours of this email notification. The Applicant emailed on October 20, 2015 at 11:35 am and asked if it was too late to cancel and receive a refund. I explained that it was past the 72 hour deadline and if she would like to cancel, the reservation deposit was non-refundable. CMG Leasing adheres to the federal and state Fair Housing Laws. We provide for fair housing throughout regardless of race, color, religion, national origin, sex, elderliness, familial status, or handicap. In order to not discriminate, we apply all policies consistently across the board to all. If we were to make an exception to the signed to and agreed upon policies we would need to offer that to everyone. This is what we did for the rent increase. We offered across the board, the ability for all applicants that applied prior to the rent increase to cancel within 72 hours of the date and time of the email notification of the rental rate changes for 2016-2017. If we allow someone to cancel after the 72 hour deadline, we would have offer that to everyone. Ms [redacted] and her daughter both signed that they agreed to receive documents and notifications via e-mail. The applicant and guarantor both signed the application agreement that states the reservation deposit is non-refundable after 72 hours of payment of the reservation deposit. CMG Leasing offered all applicants that applied after the rent increase the ability to cancel and receive a refund of the reservation deposit after notification of the rental rate increase as long as they did so within 72 hours of the notification e-mail. The applicant cancelled after the 72 hour deadline communicated by email. As the deadline had passed, the reservation deposit is non-refundable. Thank you again for the opportunity to address these concerns. [redacted]Site Manager [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all, thank you for your reasonable 5 day response time frame. As noted in my complaint against CMG Leasing, I am not able to view and respond to emails on a daily basis. A 72 hour “email” time frame to make a decision about a long term living commitment is unreasonable and unfair. The Revdex.com’s 5 day response time is appreciated and fair to families who are not afforded the luxury of daily electronic communication. On October 21, 2015, Mrs. [redacted] notified Ms. [redacted] and Ms. [redacted], via telephone, that Ms. [redacted] and Mrs. [redacted] were no longer able to access their electronic communication, and that we had been without electronic communication for about 2 weeks. During that time, electronic transactions were a means that we were unable to provide due to a family hardship. Mrs. [redacted] made this clear to both Ms. [redacted] and Ms. [redacted]. They both stated that they were sorry for our circumstance but would not accommodate our request for reimbursement because the request was late; please note, our request for reimbursement was 3 business days late. Ms. [redacted] and Ms. [redacted]’s unwillingness to take into account our hardship and understand that we were physically unable to receive their electronic communication is discrimination. They fail to see that if the hardship didn’t exist, we would have been able to respond within their 72 hour deadline. We are respectfully requesting CMG Leasing to refund our $400.00 reservation deposit. In the agreement we signed, CMG Leasing specifies, “5. Legal effect. Electronic Documents have the same legal effect as hard copies. You are responsible to obtain access to the Documents, and to open and read them. If you cannot open or access your Documents please contact us to resolve this.” Mrs. [redacted] did contact CMG Leasing to alert them to the situation and resolve this, but CMG Leasing failed to make any attempt to mail Mrs. [redacted] a hard copy of the notice, even after they were notified that the [redacted]’ were without electronic communication. To date, we have not received any information from CMG Leasing through the US Postal Service. They have failed to properly notify us, even after Mrs. [redacted] explained to them in a phone conversation, that electronic communication was not possible for the [redacted] family at this time. Please note, as the [redacted] were trying to rectify this situation, Mrs. [redacted] asked Ms. [redacted] for her supervisor’s direct contact information. Ms. [redacted] refused to provide it. The [redacted] were left no choice but to involve the Revdex.com. Please see attached email documentation between CMG Leasing and Mrs. [redacted]. We find CMG Leasing to be morally unethical in their business dealings. They have taken advantage of a teeenager who is 500 miles away from home, who is unable to discuss the sudden, unreasonable 72 hour demands of CMG Leasing because of a major life altering event her family was facing. Why has CMG Leasing failed to communicate with us via US Postal Mail even after Mrs. [redacted] has contacted them and requested it? Here are the facts: 1. The [redacted] are physically unable to access electronic communication on a daily basis. 2. The [redacted] have notified CMG Leasing of our circumstance and need for hard copies of notification. 3. Upon notification, CMG Leasing has made no attempts to contact us in a manner other than electronic communication. 4. CMG Leasing continues to dismiss our complaint and overlook our request. 5. In an effort to try and resolve this dispute, Mrs. [redacted] asked Ms. [redacted] for her supervisor’s direct contact information and Ms. [redacted] refused to provide it. The [redacted] have paid the application fee and reservation deposit. Once we learned of the rent increase, we immediately notified CMG Leasing of our circumstance and rightfully requested our $400.00 reservation deposit be reimbursed. We have given CMG Leasing ample time, 10 months to be exact, to add more renters to their lengthy August 2016 “waiting” list. Our request is not costing CMG Leasing a dime. Their unwillingness to look at the totality of circumstances reinforces how they are taking advantage of a family’s hardship.

Regards,

Business

Response:

Prior to this complaint we have no record of receiving any request from the Applicant or Guarantor that they would like correspondence through the postal service. We will accept this complaint as a formal request from the Guarantor. However, we will also need a written request from the applicant that they would like to change their preferences of how they receive correspondence from CMG Leasing. After we receive consent from the Applicant, we will send all correspondence through the United States Postal Service from that date forward. We stand by our previous response on this issue. The applicant did not cancel within the 72 hour deadline. We had no prior knowledge that this applicant was not able to receive e-mails or that they would like to be contacted by any other method. Sincerely, [redacted], CAM, CAPSSite Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is unfortunate that

within the 3 phone conversations I had with CMG Leasing in the month of October

2015, they failed to recognize my request for help due to a major life altering

event. Becoming the primary care taker for a family

member who is in the advanced stages of Parkinson’s disease is financially and

physically overwhelming. As my family is

facing a hardship, CMG Leasing remains steadfast in a “72 hour deadline”. Life happens, and we notified CMG Leasing in a

reasonable amount of time, within days of their original email, about our

circumstances. The Applicant, an 18 year old college student,

is not the one paying the bills. I, the

Guarantor, asked CMG Leasing for consideration.

I asked for correspondence via postal mail because I do not have access

to daily email. The request was ignored. Due to the $100 monthly rent

increase, coupled with new financial hardship, the Applicant requested to not

move forward with her application and to be refunded the $400 reservation

deposit. Since the request came a few

days after CMG’s “72 hour deadline”, Ms. [redacted] notified the Applicant that the

$400 would not be reimbursed. I can understand

not being reimbursed if the request was

made weeks later, but the request was made within days, and, the only reason

the Applicant could not respond in a timely manner is because she was unable to

communicate with the Guarantor, the one paying the bills. When long term financial decisions need to be

made, 72 hours is not enough time for families, who are hundreds of miles

apart, to communicate and make a decision that is in the best interest of both the

family and the business.

Attached, please find

the Applicant’s written request for all correspondence between CMG Leasing, the

Guarantor, and the Applicant to be via United States Postal Mail Service. In addition, we are requesting that any demands

from CMG Leasing regarding financial obligations on our part be given to us

with a 14 day consideration period. It

is unethical for CMG Leasing to force Applicants to make a long term financial

decision within a 72 hour time-frame.

These Applicants are not the ones paying the bills. Many of them are hundreds of miles away from

home and CMG Leasing is taking advantage of these circumstances with their 72

hour rule. I am officially requesting that

CMG Leasing revisit their “72 hour deadline” rule and make fair changes based

on the reasons mentioned in my complaint. I understand the need for a deadline

but 3 days is not sufficient, nor is it fair.

I am also requesting

that Ms. [redacted] provide me with the following information:

How many vacancies does

CMG Leasing have for August 2016?How many applicants are

on the waiting list?Where does [redacted] fall on the waiting list?If there are more applicants than room vacancies, then we are requesting to give up our spot on the waiting list and be reimbursed our $400.00 reservation deposit.

Respectfully,

Business

Response:

On September 23, 2015 at 11:35 am [redacted] applied to get on the wait list and lease a bedroom for August 2016-August 2017 at the [redacted]. The reason we have a wait list for 2016-2017 is that we are unsure at this time what apartments and bedrooms will be available for the following leasing year. All of the apartments and bedrooms are currently occupied. The current residents are offered Lease Renewals and have untilNovember 30, 2015 to renew their Lease Agreements through 2017. After this deadline, we will know which apartments are available for lease for 2016-2017. The reservation fee is holding the applicant a spot on the wait list. If an applicant is offered a bedroom for lease, the $400.00 is applied to the security deposit. If an applicant does not receive a bedroom, the $400.00 is refunded. If an applicant decides to cancel after seventy two hours of applying, the reservation fee is non-refundable. This is the cost to re-rent the spot on the wait list. [redacted]'s application was submitted electronically through the [redacted] website. The application fee of $35.00 and the Reservation Fee of $400.00 were paid by [redacted] at this time to complete and submit the application. [redacted] is 18 years old, legally an adult under the law. She is also a [redacted] student. I mention this because [redacted] requires all students to have a laptop computer and access to the internet for class requirements. In the application process there are two documents that must be opened and signed that are important to this dispute. The first is the "Screening and Authorization and Rights". This document outlines that all documents and information will be delivered electronically and that the electronic documents have the same legal effect as hard copies. This document also outlines that the applicant agrees to receive communication through electronic means. The second document that is important to this dispute is the Application Agreement. This agreement states, in bold and all caps on number 3 Reservation Fee (may or may not be refundable) "A RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL." Please also reference section 8 of this document that states: "If you withdraw before approval. If, after seventy two (72) hours, and before signing the Lease Contract, you or any co-applicant withdraws an application or notifies CMG Leasing that you have changed your mind about renting the dwelling unit, CMG Leasing will be entitled to retain all Application Deposits as liquidated damaged. The parties will then have no further obligation to each other."The seventy two (72) hours started from September 23, 2015 at 11:35 am, the date and time the application was complete and submitted electronically to CMG Leasing. On September 28, 2015 at 2:28 pm [redacted] completed the Guarantor Application via electronic means. She also reviewed and digitally signed the "Screening Authorization and Rights" agreement as well as the "Application Agreement". I have attached both of these documents for reference. At the time of application, the website stated that the prices listed were current market rents and subject to change for the following year. I have attached a screen shot of this page. [redacted] applied for a 4 bedroom apartment and the Market rents for 2015-2016 leasing year were $669.00 - $769.00 per bedroom. On October 12, 2015 at 3:45 pm we notified all applicants that the rents for 2016-2017 had been set and we listed them in the e-mail. The market rent for the four bedroom apartments are now $719.00 - $769.00. This is a $50.00 increase from the previous year. As we increased the rent from the previous year, we decided to allow all applicants the opportunity to cancel their application and receive a refund of the Reservation Fee if they cancelled within seventy two (72) hours of notification of the new rates. I have attached this e-mail for your reference. On October 20, 2015 at 11:35 am [redacted] e-mailed the [redacted] stating that she no longer wished to live at the [redacted] and asked if it would be possible to receive a refund of the reservation fee. I e-mailed back that the seventy two (72) hours had passed and that we could not refund the reservation fee. I also asked if she would still like to cancel or remain on the wait list. On October 21, 2015 [redacted] called and gave me several reasons why [redacted] was canceling her application. I explained the contract and the cancellation deadline. As we are sympathetic to the life situations that are taking place for all of our applicants, we must follow strict deadlines and policies so that we are not discriminating based on the Federal Fair Housing Laws. That is to apply the same polices across the board to all applicants and to have strict cut off dates for deadlines. None of the reasons for cancellation give me the ability to make an exception to the contract that was signed by all parties. Ms. [redacted] was not happy with my response and asked to speak to my supervisor which is [redacted] reiterated the policies to which all parties agreed and confirmed that we are not able to refund the reservation deposit if [redacted] should cancel. The first request by the Guarantor for notification through the US Postal Service was received on November 12, 2015. We received a request from the Applicant, [redacted] for written notice to be delivered through the Postal Service on November, 18, 2015 via e-mail. I have attached a copy of this request. These notices do not take effect until the date received. Going forward from November 12, 2015 for the Guarantor and November 18, 2015 for the Applicant, any future correspondence will be in writing and mailed via the US Postal Service. In this last response from [redacted] she has requested the answers to the following questions:1) How many vacancies does CMG Leasing have for August 2016? The answer is unknown at this time, as all of the current [redacted] Residents have until November 30, 2015 to turn in their signed Lease Renewals. 2) How many applicants are on the wait list? To date there are 491 applicants on the wait list. There are 911 total bedrooms at the [redacted]. 3) Where does [redacted] fall on the wait list? She is #96 on the wait list. We will not know for sure if [redacted] will receive a bedroom assignment until the 1st week of December when we assign out available rooms to the applicants on the wait list. In the complaint Ms [redacted] request that if there are more people on the wait list than rooms available that we reimburse the reservation fee. This is not the agreement that was signed. There is a cost incurred for every applicant that applies. We are holding them a spot on the wait list. If they cancel, the reservation fee is retained to re-rent that spot on the wait list. In the complaint, Ms [redacted] asks that we send all future correspondence through the US Postal Service. To date all correspondence from [redacted] and her Guarantor [redacted] have been in electronic format: The Application Submission, the Guarantor Submission, the Cancellation Request, the Revdex.com correspondence, and the request that all future correspondence from CMG Leasing be mailed via US Postal Service. CMG will agree from the date of request that any future correspondence with [redacted] and her Guarantor will be in writing and mailed by the US Postal service as requested. The complaint also request that a 14 day consideration period be given for any financial demands. Number 7 on the Application Agreement states: "If you fail to sign a lease after approval. All Applicant/ Co-applicants must sign the Lease Contract within three (3) days after CMG Leasing notifies you of your approval in person or by telephone or five (5) days after approval is mailed to you. If you or any co-applicant fails to do so, we will retain the Application Deposit and Reservation Fee as liquidated damages, and terminate all further obligations under this Agreement." CMG will honor this contract that was signed and agreed upon by both applicant and guarantor and allow 5 days to respond after being notified by mail. The next time CMG will send notice will be with a lease offer, if we have an available bedroom open for [redacted]. We will mail this offer and [redacted] will have 5 days to respond from receipt of that offer. The Applicant and Guarantor both signed in agreement to the Application Agreement and the Screening and Authorization and Rights. Now that we have received a request for written correspondence through US Postal Service, CMG Leasing will honor that request going forward. Any lease contract will be offered in writing through the mail and as outlined in the Application Agreement. The Applicant will have 5 days to respond. CMG will not be making any alterations to the policies outlined in these agreements. These polices were approved by legal council and are in compliance with Virginia Land Lord Tenant Law. Thank you again for the opportunity to address this complaint. Sincerely, [redacted], CAM, CAPSSite Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My complaint remains that CMG Leasing is unwilling to consider the

totality of our circumstance in regards to [redacted]’ rent

application. Ms. [redacted]’s 11/23/15 statement clearly

identifies that she does not understand our current situation. I identified a hardship and requested postal

mail and she points out that my daughter has to own a laptop and have access to

the internet to be a [redacted] student. Because she attends [redacted], are

families not allowed to face financial hardship? In addition, Ms. [redacted] points out that [redacted] is 18, of legal age. Yes, she is

certainly of legal age but clearly unable to pay monthly rent. CMG Leasing recognizes this fact because they

make a Guarantor sign for [redacted] students. Would Ms. [redacted] rather [redacted] not

communicate with her Guarantor regarding rent increases and then default on

monthly rent payments? We have

communicated our needs to CMG Leasing and Ms. [redacted] feels it is necessary to

point out that the [redacted] and Mrs. [redacted], still use electronic

communication. I am not quite sure how

this is relevant. Limited access to electronic communication is

just that, limited. The Applicant and

Guarantor are 500 miles apart and due to a family hardship, postal mail service

was requested to guarantee proper communication regarding monetary demands made

by CMG Leasing. CMG Leasing’s email notification

did not properly notify me the first time; hence, the reason for my original

complaint. [redacted] took 7 days to respond to

CMG Leasing’s original email notifying her of a rent increase. CMG Leasing gave her a 3 day window to

respond. A 3 day window is not enough

time, especially when the 3 day window does not take into account that all the

Applicants will not be reading the email at the same time. We view this practice as a deceitful way to

grab a quick $400.00 from families who are unable to communicate with each other. This is our complaint against CMG Leasing and

we want to ensure this practice does not continue. I am sure we are not the first family to be

taken advantage of. How come CMG Leasing

is not expected to keep track of “read receipts”? This is the only way to ensure all Applicants

get a true “3” days to make a long term housing decision. I asked CMG Leasing for consideration and

to view how they currently handle notifications; instead, they continue to hide

behind past practice and benefit from their miscommunication. In addition to my original complaint, on

11/19/15, I made CMG Leasing aware that because of my current situation, I

would need a 14 day time period to respond to CMG Leasing demands. Ms [redacted] states, “The Applicant will have 5 days to

respond. CMG will not be making any alterations to the policies outlined in

these agreements. These policies were approved by legal council and are in

compliance with Virginia Land Lord Tenant Law.”

According to Fair Housing Laws, this is discriminatory. I have identified a need for a longer time period

due to a family hardship, and Ms. [redacted]

is unwilling to even consider my request. Thank you for your time and consideration.

Regards,

Review: To Who Ever it May Concern,

My name is [redacted]. I am an undergraduate student at [redacted]. I am in my second year, presently living in a dorm. Off premises accommodation is very competitive in [redacted] area). Thanksgiving weekend (Nov/25) [redacted] decided to apply accommodation in two apartment properties .

1. The [redacted]

Had application processing fee + Deposit

2. [redacted]

No Fee of any kind

On Dec/3, around 5:00 PM, my father received call from The [redacted] that I have put him as a guarantor but I had not completed the guarantor application. In next 10 min, my father completed the application and accepted all the terms because he was in rush. He called [redacted] office immediately but office was closed. Again, he called [redacted] Office next day morning . [redacted] office confirmed that they received my application. Upon enquiry about actual allocation of the apartment they told me that it will take 2 weeks because they have number of applications.

I called my father on Dec/7 and told him that [redacted] has confirmed my spot and since I have not heard from [redacted], he is planning to sign the contract with [redacted]. I promptly informed The [redacted] on Dec/8 that I have signed contract with [redacted] complex and I am no longer interested in [redacted]. I have attached the email response I received from The [redacted] here for reference. My father and I were under the impression that we will lose the Application Processing fee but we will get the deposit back.

================================================================================...⇄ />
Hi [redacted],

We're sorry to hear that you want to cancel your application. We can cancel it for you without a problem. You will be forfeiting the $400 reservation deposit that you paid since you are cancelling past the 72 hour deadline.

We wish you luck in your endeavors, please keep us in mind for housing in the future.

Have a great evening!

[redacted], NALP, CAM

Assistant Manager

The [redacted] & Townhomes

CMG Leasing, Inc.

================================================================================...⇄ />
This is a note from my father:

In my long stay in US , I have never seen such a deceptive policy wrapped under a legal language. Only aim of these practices is to exploit students. I believe companies like The [redacted] are taking advantage of students & exploiting them. It is obvious that these practices are predatory. I know, [redacted] is very good institute. I also strongly believe that [redacted] believes in its mission , objectives & responsibility. I know, no good institution would like its student to believe that their institution encourages predatory practices used by business around the area. Here by, I would like to make a very simple request to [redacted] management that hence forth [redacted] or any of its affiliate entities should not allow [redacted] Apartment to advertise their product for [redacted] students because of their predatory practices. I.E. No marketing , No Advertising. ** should warns students about these kind of predatory practices. If me or my son were aware of [redacted] properties practices , we would have never approached them.

Please let me know any question / comments you may have.

With Respect

###-###-#### (C)

###-###-#### (H)Desired Settlement: We expect our deposit ($ 400.00 ) to be fully refunded.

Business

Response:

Thank you for the opportunity to address this complaint. The applicant applied on November 25, 2015 and e-mailed to cancel on December 8, 2015. The application that the Applicant and the Guarantor signed states the following:3. Reservation Fee (may or may not be refundable). In addition to any Application Fee, you have delivered to our Representative a Reservation Fee in the amount indicated. The Reservation Fee is not yet considered a security deposit. It will either be credited to the required security deposit when applicant moves in, refunded if Applicant is not approved, or retained by CMG Leasing as liquidated damages if Applicant fails to take occupancy. A RESERVATION FEE IS NON-REFUNDABLE SEVENTY TWO (72) HOURS AFTER THE DATE PAID WITHOUT APPROVAL8. If You Withdraw Before Approval. If, after seventy two (72) hours, and before signing the Lease Contract, you or any co-applicant withdraws an application or notifies CMG Leasing that you have changed your mind about renting the dwelling unit, CMG Leasing will be entitled to retain all Application Deposits as liquidate damages. The parties will then have no further obligation to each other.The Applicant and the Guarantor both signed in agreement to these polices. They had to open and sign this document upon completing their application. With this said, I personally spoke with Mr. [redacted] on the phone. I explained that his son was on the wait list to receive an apartment. If we were not able to offer his son an apartment, we would refund the reservation deposit of $400.00 that was paid. At this time we were in the process of assigning out available apartments to the applicants on the wait list. I told him that his son was at the bottom of the wait list and it was very likely that he would receive the reservation deposit back because it was very likely that we would not have an apartment to offer his son. I asked for his patience while we made apartment assignments. This process was complete on Friday, December 18, 2015. We do not have an apartment to offer his son and I am processing the refund of the reservation deposit of $400.00 today. Thank you again for the opportunity to address this concern. Sincerely, [redacted], CAM, CAPSSite Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Have received the $400 refund.Regards,

Review: Not Satisfied with the way pre lease meeting was handled what so ever. Myself and 3 roomates signed a prelease in the blacksburg area and there was a 100 dollar application deposit of some sort on top of a 25 dollar application fee. We made it clear in the meeting we are still looking for other apartments and the CMG consultant told us we would be able to get the 100 dollars back if we do but not the 25... which was okay with us. 2 weeks later we signed a different lease with BCR leasing so we went to get our 10 dollars back. CMG then decided to tell us we only had 72 hours to get the 100 dollars back from the prelease signing which they failed to mention during the prelease signing. I believe they did this on purpose because they knew we were still looking for other apartments so they could take our money. They were well aware we may be coming back for the 100 dollars and they failed to tell us about the time period of 72 hours and made it sound like we had months to do it if needed. Upon returning to ask for our 100 dollars back they said the 72 hour period was outlined in the prelease which is a huge document of fine print. It would have been right of them to tell us since one of the main concerns of our meeting was getting that 100 dollars back. CMG did not honor their verbal commitment and failed to verbally tell us of the refund period.Desired Settlement: I would like the 100 dollars back which each of my roommates paid (400 dollars total.)

Business

Response:

Dear Ms [redacted], Thank you for the opportunity to address Complaint #[redacted]. Mr. [redacted] and his three roommates came into the CMG Leasing Office on October 14, 2013. They filled out their applications, signed a pre-lease, and paid their reservation deposit of $100.00 per person in order to get on the wait list for an apartment with CMG Leasing. I personally went over all of the necessary paperwork with these applicants to get on the wait list. The first form that they filled out was the Rental Application. The application is 2 pages long. On the front they fill in their personal information. On the back of the application it explains the fees necessary to hold a spot on the wait list. I have attached the back of the application which explains the necessary fee that Mr. [redacted] is disputing. On the back of the application, Section 3 explains the Reservation Fee. This fee is non-refundable after 72 hours of the date paid. These applicants paid this fee on October 14, 2013. They stopped by the office on October 25, 2013 to cancel, after the 72 hours. At this time they told me that they had signed a lease with another rental company. The reservation fee is the cost to hold a applicant on the wait list. If an applicant should cancel from the wait list, CMG Leasing has to re-rent their spot on the wait list. This fee is the cost of re-rental. When these applicants filled out the application, I not only explained the reservation fee, I also highlighted this section on the back of the application and asked if they had any questions. They never once mentioned that they were looking for other apartments with other leasing companies. I explain the reservation fee the same way to every applicant. I tell them, "The reservation fee will be applied toward the security deposit if we have an apartment available. If we do not have an apartment come available for you, we will refund this fee. The only way this fee is non-refundable is if you cancel after 72 hours from the date it is paid." Mr. [redacted] and his roommates signed the back of the application and they cancelled more than 72 hours after the reservation deposit was paid. Therefore, the reservation fee is non-refundable. Thank you again for the opportunity to respond to this complaint. Sincerely, [redacted], CAM Site Manager

Review: I leased at Shawnee Apartments ([redacted]), which is one the properties managed by CMG leasing, and this complaint is in regard to two issues: (1) What I believe are incorrect deductions from my security deposit upon moving out, and (2) I have already discussed these issues with lower level management ([redacted]) but have been treated poorly and have been able not to reach a satisfactory conclusion. Complaint #1 I believe my security deposit has been improperly deducted $40 for tub cleaning. As part of this complaint I also providing the following documentation: a move-in inspection form and photos taken of the tub after I moved out. Both before it was cleaned by CMG's staff (referred to as "before" for the remainder of the complaint) and after it was cleaned by CMG's staff (referred to by "after" for the remainder of the complaint). I have also provided annotated "before" and "after" photos to demonstrate the reasons for my concerns. Since I don't seem to be to attach these items directly to the complaint I am posting them at the following publicly accessible links: Move-in Form: [redacted] I believe the deduction ($40) was in error for several reasons: (1) When I moved into the apartment the tub was already in poor condition. All of the staining in the tub, the grout, and the caulking (which can be seen in the "before" photos, and are highlighted in the "after" photos) already existed prior to when I moved in. This is documented on the move-in inspection form that I have attached, parts of the tub are marked as a "replace" item on the form, indicating its poor condition. Moreover, there are 2 more years of normal wear and tear on top of the initial poor condition. This should be considered when assessing any charges, as the initial condition limits what can be reasonably done. (2) Regardless of the initial condition, the tub was throughly cleaned prior to my move out. In my correspondence with the management they provided me with the "before" and "after" pictures that I have attached, which I believe actually make my claim stronger rather than weaker. I refer to both the original and annotated versions below. I break my discussion of the tub into two separate areas (a) the walls/grout as well as tub itself and (b) the caulking between the tub and wall and soap dish. In examining the photos, first note that the angle and the lighting are slightly different. The before picture is darker and a little blurred, and the after picture is lighter and clearer. The shower curtain is clearly in the "before" picture and absent in the "after". The shower curtain adds shadow to the "before" picture. (a) Despite the "after" picture's lighter color, the tub and walls/grout are not noticeably different between the "before" and "after" photos. I have highlighted problems areas in both in the "before" and "after" shots and there is still significant staining after the professional cleaning. The clearer "after" picture also makes it easy to identify additional spots not visible in the "before" picture that are still stained, and I have marked these in the annotated "after" picture. Even after a professional cleaning the tub still has significant staining and is not noticeably cleaner, so I think it's pretty clear that I cleaned the tub/walls/grout to their best possible state given the initial condition. (b) Next, the biggest difference between the before and after photos is the caulking or sealant between both the tub and walls, and the soap dish. This has clearly been replaced and is the most noticeable difference in the "before" and "after" photos. For a tenant this is well beyond standard cleaning, and as discussed above this staining predated my lease. So in summary, the tub's initial condition was poor, and the tub was throughly cleaned before I moved out. As evidence of this, the professional cleaner was not able to make the tub look noticeably better without replacing something. So it's seems inappropriate to charge me for something was both cleaned (by me) and was already marked as needing attention before I moved in. Complaint #2: I have not been pleased with my interactions with the management so far. Instead of addressing the concerns I laid out above, they avoided the above issues entirely, and instead accused me of leaving the oven uncleaned. I would disagree the oven was uncleaned and was I not charged for this at all, making me more than little skeptical of that claim. Further, when they eventually provided me with the above "before" and "after" pictures, the manager I spoke with neglected to mention that part of the tub had been fixed (the caulking) claiming the differences were only after standard cleaning, and then refused to address the issue when I mentioned it. Moreover, this was not the only inappropriate charge, I was initially charged $47 instead of just $40. The $7 difference was for a separate issue that was also incorrectly deducted. Fortunately, despite the above issues, the manager I spoke with has at least agreed to return the smaller $7 portion.Desired Settlement: I would like the remaining $40 of my deposit back. I believe this was improperly deducted and that I am entitled to the remaining $40 dollars of the deposit given the above issues. Moreover, this whole ordeal has needlessly alienated a tenant that cared enough to maintain the tub as well the rest of the apartment, over $40. I don't mind if it's just another check for $40 or a new check is issued for the entire original deposit ($200) dollars. However, a new check for the entire amount of the deposit ($200) would be preferable, since I have not cashed the original check, and my name is spelled incorrectly on the original check.

Business

Response:

Thank you for allowing me the opportunity to respond to the complaint you received from [redacted]. According to our records, I charged Mr. [redacted] for a replacement of an outlet cover and a bathtub clean, in the total amount of $47.00. After reviewing the move in records, from the previous management company, I refunded Mr. [redacted] the $7.00 outlet replacement charge which was listed as missing upon move in. CMG Leasing requires each resident to fully clean the apartment upon vacating the premises. A detailed move out checklist was mailed to Mr. [redacted] on 5/13/2013, which included the expected cleanliness of the apartment. According to the F&W Move-In/Move-Out Inspection form, there was "replace" listed, however, upon my move out inspection the tub was in acceptable working condition and not in need of replacement. After our contacted cleaner visited the apartment, there was a difference in the quality of cleanliness. I attached both the before and after move out pictures, which you also received from Mr. [redacted], showing the cleanliness of the tub. The maintenance technicians did replace the caulk around the tub due to mildew, however, this did not have any effect on the cleanliness of the tub. When I performed the move out inspection, the shower curtain was left by the resident and the maintenance staff removed it while performing the work in the apartment. The "after" photos are not taken until the apartment has been completely repaired, painted, cleaned, and all previous resident's items are removed, which usually takes 7 days to perform. The move out photos documented not only the necessary tub clean, but also the cleanliness of the oven. When responding to Mr. [redacted], I mentioned that I failed to charge him for the required oven clean. This was due to an oversight on my behalf. I mentioned this to Mr. [redacted] to convey that we potentially could have charged a larger amount to the deposit refund. Although the oven cleanliness was not listed in his original security deposit concerns, it was not an attempt to deflect from the bathtub charge. Due to the full disclosure of our requirements at move out, additional funds will not be returned. I will be happy to reissue a new check with the proper name spelling, once the original check is returned to our office. I have addressed all of Mr. [redacted]'s emails and concerns to the best of my ability. Sincerely, [redacted], NALP Site Manager in Training CMG Leasing, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I don't find the response acceptable, my concerns have not been addressed and I continue to believe the manager is in incorrect regard the tub. I think its pretty clear from the attached pictures, both the original and annotated that tub isn't different after cleaning. Further, I have never said the tub was replaced or needed replacement and my point is not dependent on whether they actually replaced anything, the replace mark is merely evidence of prior problems, here is what I said from the original complaint for reference: "This is documented on the move-in inspection form that I have attached, parts of the tub are marked as a "replace" item on the form, indicating its poor condition. Moreover, there are 2 more years of normal wear and tear on top of the initial poor condition" I'm glad the manager finally concedes the point about the caulking and the angle/lighting issues, however, once you concede both of these points, I think it's pretty hard to argue the tub was improved in any way. Both the caulking and lighting differences constitute the most visually striking differences in the before and after pictures. Accounting for both of the above issues: There is no noticeable difference between the before and pictures. Further, my compliant is not dependent on the caulking or the lighting. I spent considerable time and analysis (and provided annotated pictures) based solely on the tub which has been ignored or not acknowledged by the response. ALL of the same problem areas are both still visible and not changed after the cleaning, DESPITE the difference in lighting and the angle of the pictures, and these problem areas are clearly marked in the both of the annotated pictures I included. As noted in my analysis, I was able to find MORE dirty areas in the "after" cleaning pictures, due to the differences in picture clarity. There is still the exact same staining all over the tub, dirt in grout, etc all marked in those pictures. When a professional cleaner can't produce a cleaner tub, I think its fair to say I cleaned it, and unreasonable to charge someone for it. Given the way the management has acted previously, (only willing to admit the caulking or even discuss the above issues after I have filed a compliant) I remain unconvinced regarding the oven. The manager must realize given the timing and her behavior this at least appears disreputable. Whats more, I have no way of independently verifying any forms they have and I would find anything they do produce suspect. I would disagree the oven was dirty and that the pictures show anything like that. If anything they show normal wear and tear accumulated normally. Regardless, the proper time to assess this would have been initially, it isn't my problem if a mistake was made. Simply put, even if they did indeed make a mistake, it is in no way not appropriate to bring up now, and it doesn't change that I have been improperly charged for the tub. Regards,[redacted]

Review: We received a bill for our security deposit and we owe $400. We filed a dispute over a month ago, and we have yet to receive and explanation as to why. We've called the leasing office 3 times in the past month and each time they have told us that [redacted] (the property manager) has had strep throat. All it is is an email we would like to receive back so we understand why we were charged so much and to dispute a few things. As I recall it is 2014 and one can reply to an email through their home computer, whether they have strep throat or not. This company stated on their charge sheet that if we do not pay within the month that collections will come after us. It is not our fault that we have yet to receive an email back for our explanations and we deserve an explanation. We have other bills to pay and other things to worry about we are students. This is pathetic and since it's been over a month and we have yet to receive an email or phone call back, we do not need to pay this. We are being robbed for our money, we should not be charged for all the things we are being charged for, especially not at an excess amount of money.Desired Settlement: We do not deserve to pay this because of their lack of effort to reply to us. We were over charged for a lot of things (4 blinds had a small puncture in them, we were charged $57 for EACH, when they should not input labor charges for each of the blinds), we were over charged for paint, we were promised a free carpet cleaning and never received one even though we reminded them a few times and we were charged for that. We were threatened to be taken to collections and our hearts are not easy right now because we have yet to hear a word back from anyone regarding this situation. It is pathetic and they are neglecting.

Business

Response:

I appreciate the opportunity to respond to the Revdex.com complaint filed against CMG Leasing, Inc.

The Statement of Security Deposit was mailed to all previous residents and guarantors of [redacted], on September 25, 2014. An email from one of the previous residents was received on October 6, 2014, concerning items disputed from the Statement of Security Deposit. A response to the disputed items was sent to the resident on October 7, 2014. I was out of the office from October 14, 2014 through October 19, 2014 due to illness. This was after the response had been sent.

As stated in the email sent to the resident, the leasing staff tries very hard to communicate to our residents and guarantors as to what is expected before the apartment is vacated. At the time of move-in, the residents are given a copy of the Residence Exception and Condition Report which lists the cost of items if CMG Leasing replaces those items. On May 6, 2014, a very detailed packet of information was sent to the apartment and to all guarantors as to what is expected to receive a full refund of the security deposit. Included in this packet is the Revised Damage Cost sheet which gives an estimate of charges for services provided by our contractors, a detailed cleaning checklist, and a copy of the Residence Exception and Condition Report.

The apartment was vacated and the move out inspection was completed on August 12, 2014. The residents were not present for the move out inspection. Pictures were taken at the move out inspection that reflect resident damage and/or neglect and a copy of these pictures was included with the Statement of Security Deposit. As stated in the lease that all residents signed with the prior management company, “Upon the expiration of the term hereof, Tenant shall surrender the Premises in as good a state and condition as they were at the commencement of this Agreement, reasonable use and wear and tear thereof and damages by the elements expected. Tenant agrees that Landlord will have carpets cleaned and deduct the cost from the tenant’s security deposit.”

The amount due to CMG Leasing, Inc., above and beyond the security deposit, is $392.00. This amount includes the costs from resident neglect and/or damages noted at the time of the move out inspection and two late fees, in the amount of $88.50 each.

I have attached all items referenced above and referenced in the response to the resident.

Thank you for your time.

Sincerely,

[redacted], NALP, CAM

Site Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This organization does not seem to have a well thought out business plan. The students are threatened and forced to sign their leases one year in advance that if they do not sign, their apartment will be given up to the supposed waiting list. So students sign and then are coupled with other students that are under legal drinking when the original occupants are over 21. The information I was provided by Emily T[redacted] & Lauren B[redacted] is that it is completely foreseeable that an 18 freshman could easily be paired with male grad students. I would be very careful placing my under 21 year old in this complex with assigned roommates as likely someone will end up being charged with one of two things - under aged drinking or contributing to the delinquency of a minor. These two individual refused to allow me to elevate our situation our or help is correct the situation.