Pub. 4 2019 Issue 1

7 ISSUE 1 2019 4 6 5 7 9 8 10 Rude, unresponsive property staff. Residents accuse property staff of being unapologetic, rude and unsympathetic when they communicate with them regarding their move-out charges. They don’t want to hear payment plan options, and they expect to be assured that the management is investigating their charges. Charged for damages reported by them earlier. Residents expect the property staff to thoroughly document any prior damage reported by them in the apartment. For example, one resident said she re- ported a broken window in a bedroom, which was documented by maintenance personnel. However, she was charged for that damage as part of her move- out charges. A blotch on credit history. Residents are outraged when their case is sent to debt collectors without any prior notice. Residents want to hear about their move-out charges at the earliest and are caught off guard when a debt collector calls them months later. This often leads to negative reviews. For example, one resident reported that the community informed them about charges two months after move-out and gave them only two days to clear their bill. Carpet Conflict The conflict about carpet cleaning or replacement charges is the most common area of contention between former residents and a community. Residents often share that despite leaving the carpet spotless, they were still charged for routine carpet cleaning after they moved-out. Some may accuse the staff of causing stains due to a mainte- nance task or pest control. Pet owners beware. These residents feel cheated when they see charges for a damage caused by their furry friend in addition to a pet deposit and/or fee they paid in advance. Resident “forced” to move-out before their end date. One of the worst experiences for a resident is when they are forced to move out of their apartment before the agreed-upon date. This can happen when a property mistakenly leases the apartment to a new resident whose move-in is scheduled before the preceding resident’s move-out date. Am I paying for their remodeling? Some residents perceive move-out charges as a rip-off, especially when they learn that the apartment is set to Don’t just meet resident expectations. Exceed them Cox has the broadest array of connective services, so you can meet every need — and budget. Contour ® TV Gigablast + Panoramic WiFi Cox Voice Cox Homelife SM © 2019 Cox Communications, Inc.All rights reserved. Restrictions apply. 036_PO_HP PAD105170-PAD105170-0010 Mike Burns, MDU Account Manager (New England) - 860-432-5002 cox.com/communities