The Stratford Company, LLC

I am writing to you in regards to the complaint from *** ** ***We have spoken on several occasions regarding the requested refundWe reviewed the rental agreement which states that a refund would be paid on prepaid rents if a resident can no longer safely live in the community and
must move to a facility that provides a higher level of care then we provideThe rent would officially stop once the residents possessions are removed from the communityIt is not our responsibility to remove the possessions from the apartment Since her possessions were still in the apartment no refund would even begin until the items were removed and keys were returnedOnce removed we would refund if she met the above criteriaWe do not refund for a resident to go home, they must go to a facility providing a higher level of care then we provideI explained this and said that I would however credit the time spent in the adult family home and all I needed was a rental agreement or receipt of some kind proving residency at the adult family homeUnfortunately all that could be produced was an email stating general information about a move into the communityIn the interest of customer service and to be able to close out this case I did offer to refund for the days that she claimed her mother was in the adult family homeAt that time all indications were *** was satisfied and the case was closedA month later I received another request from *** for more money than we had already agreed upon.In consideration of the rental agreement which was signed by the party, we have met all requirements and have even gone beyond in order to satisfy Ms***There will be no further refunds given out in this care.Regards,Heinz G***