Complaints

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out in December of 2023. After moving we received a notice in the mail of some charges relating to our move out. In this process it was for blinds and the carpet in the unit. They replaced every bit of carpet within the unit due to “pet staining”. We have two completely potty trained cats who don’t have accidents outside of their litter boxes. As well as the cats were never once allowed in our bedroom yet they replaced that carpet “due to pet staining” the cats were never once allowed in that room so how is there pet staining. They then did not even attempt to clean the carpet and completely replaced saying that the carpet was put in brand new before our move in. This business however cannot provide me with an invoice of this new carpet being put in. They are attempting to charge an additional $930 after using our $400 deposit already. I am not willing to pay this as there is no way it was from us at all. The attached photo contains what they say is pet staining and why the had to replace the entire apartment worth of carpet. I understand replacing some but not every single bit as there no staining in the room for an absolute fact as well as in other areas.

  Business response

  03/12/2024

  Hello,

  Mr. ******** moved in on brand new carpet and as the photos he supplied show there was significant urine on the carpet.  As it was brand new at move in he is 100% responsible for the damage.  We have supplied invoices for both the install of the carpet before his move in and after his move out.  We have supplied a statement from the carpet cleaning company that stated the carpet had substantial damage and had to be replaced.  We use a different company for carpet cleaning and install.  We have provided all necessary documentation and information to Mr. ******** and the balance owed on his account is due and owing.  Failure to pay the balance will result in his account being placed with a collection agency. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A notice fee for $300 is listed on my move out balance. When I call to get any information on what this is and why it is being charged (we paid the last month of rent via 30 day notice compliance, as well as a $1000 lease breaking fee, and triple checked to make sure we were doing everything by the books), I am told they do not know what it is (how would they not know?). I try to get in touch with ****, the property manager (she is usually the one who will resolve things, the leasing agents will not) I am told she is out of town and will call me tomorrow, it's always tomorrow. On top of this, the leasing agent had called me a week before the keys were due and demanded them be turned in, because the unit was vacant (maintenance entered the unit to switch the heat to cooling, and noticed we had moved out things) and told me to turn in the keys ASAP. Turns out they also charged cleaning fees, even though the unit was deemed by them to be in the condition to turn the keys in early (there was still some detailed tidying up to do, but they demanded the keys and said it was ready for move out). This is just an unfair business practice on their part, and I wonder if the manager, ****, who I have lots of respect for, is even aware of the leasing specialist, Andrea, did something like this. Especially since any communication I try to have with **** seems to get blocked by Andrea. As residents of almost four years who always paid rent on time and generally never complained about the less than acceptable conditions (swamp coolers that struggle to keep the place any cooler than 85 degrees in the summer, a linen closet roof that collapsed most of the time when monsoon season came around, rent that increased even during covid (pet rent increased during that time so we still had to pay more), this is a really demoralizing experience. Someone should be able to answer the questions about what the charges are, rather than offering up excuses for why they aren't getting answered.

  Business response

  05/15/2023

  I have reviewed the lease and move out statement for ***** ****** who resided in Unit **** at Vista del Sol.  I have attached the Move in photos form 2019 when Ms. ******** moved in and the move out phots that were taken after Ms. ******** moved out.  These the unit was returned with more than normal wear and tear and damage and cleaning charges are accurate.  Ms. ******** chose to break her lease prior to the expiration date of 7/23/23 in order to purchase a new home.  The lease provides an early termination clause in which the resident is obligated to pay a termination fee of $1,000 and provide a written 30 day notice and pay through that notice.  I have attached the notice to vacate signed by Ms. ******** acknowledging she was aware she need to pay through the end of her notice which was May 5, 2023.  All calls are in our system and the routine call that was made one week prior to the scheduled move out of Ms. ******** was to remind her of the vacating procedures and confirm her move out. keys were not demanded.  This unit was preleased based on the 5/5/23 move and all work was scheduled for after the date of 5/5/23 as the resident has the right to occupy the home until the date of move out listed on the notice to vacate.  As Ms. ******** choose to vacate prior to the 5th of May the "notice fee" was charged to fulfill the obligation of the lease and notice to vacate.   I have also included Ms. ********** payment ledger which shows on 4/25/23 a payment of $204.04 was made by Ms. ******** which lead to be a prepayment for the 5 days in May she owed per the notice agreement.  Once her deposits were applied a balance of $425 is due an owed due to the cleaning and damage charges.  The charge on 4/28/23 of $288.36 was for the 7 days to fulfill the notice as when we move out a resident the system them credit rent as of the day possession was surrendered and then a manual entry to charge the amount obligated is entered when the deposit accounting is completed.  

  The manager was traveling for 2 weeks for work and was not available.

  In fact Vista del Sol has evaporative cooling.  All units were replaced new in 2019.  An evaporative cooler is not like refrigerated air where you can set a temp and achieve that.  They do lower the temp up to approximately 25 degrees cooler than outside and on some days I can understand it may not be as cool as some would like but we have always been upfront about the systems we offer.  Any other work order placed was always completed within 24 hours or less and there was no complaint of service prior to receiving a notice of payment due for the move out damages.  

  It is always our goal to provide exceptional service and we always abide by the terms of the lease.  It is unfortunate that Ms. ******** feels that the the charges are inaccurate. However,  I believe all documentation and explanation  provided on Vista del Sol's behalf shows the balance is due and owing.  

  Customer response

  05/16/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The notice fee is being charged because the keys got turned in early, after receiving this message on April 26th. "We entered the home today (they were switching heating to cooling) and noticed that you are completely out of **** so we were wondering if you could bring us keys ASAP so my team can start turning the home for the next move in, sooner the better". In this message there is no mention of a $288 notice fee that we would incur in doing so. The notice to vacate states we could turn in keys on or before May 5th, but also doesn't include anything about the notice fee. Also while discussing move out procedure in the office, which we did before submitting the notice to vacate, I was not told about it although I asked because we intend on doing things properly and wanted to fully understand all the things we should know about move out in order to avoid such a situation as this. The rent got paid through May 5th (although the ledger has a 2 day credit which is confusing), the $1000 fee to break the lease paid and utilities (both gas and electric) remained under our name until May 8th (called the companies on the 5th but they had to schedule for the 8th). I am not disputing the cleaning charges being accurate, or that the apartment has more than wear and tear, I am pointing out that some (obviously not all, but some) of the cleaning charges could have been avoidable with the remaining week to clean and that if the apartment was deemed to be in a condition for more cleaning, why ask for the keys early? Also it is worth mentioning that paperwork that needs prompt response, such as lease agreements and notice to vacate, can be signed in a remote manner. However, answering a question about someone's move out charges couldn't be explained remotely it had to wait.
  
  Regards,
  
  ***** ********

  
  

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