I just canceled my application. I can't even begin to go into the pricing issues and poor communication I experienced during the month long period in which I had an active application with this property. First, let me say that I was Assistant Property Manager with Equity Residential Properties, LLC. for four years and just worked my last day before going into an accounting role and back to school for my degree. Equity is constantly rated at one of the top 100 training companies and I have been recognized multiple times in my career for superior customer service by Equity and by individual residents so I know my stuff. I tried to apply online for an apartment here but the UDR website was down, I told the leasing staff over and over again that I wanted apartment #3222 and would deal with daily price flux until I could come in to submit a paper application but I lived in Plano and couldn't make it in time for them to close. They leased #3222 inspite of my attempts to lease online and my calls/ e-mails after only 2 days. I got another apartment for a later date at $71 more than the rate for #3222 but after applying, they didn't reserve the apartment for me and tried to charge me even more rent- luckily I had my confirmation e-mail. When I went in a month later, they still had the more expensive rate typed on my lease and tried to charge me even more when I offered to do a 14 month lease instead of 7 months. I was promised by the Leasing Director that I would be refunded my Administrative Fee and Security Deposit if I cancelled my application *EVEN IF* I was already approved. When I tried to cancel to rent a less expensive place with more upgrades down the Highway in Grand Prairie (Riverhill on the south bound side- really nice), I was told that I would not be getting those fees refunded. Now the application states that those items are non refundable but it also states that the office has to tell you your approved within 7 days of submitting an application and that you have to sign the lease within 3 days of being approved. I had to ask my agent if I was approved a little over 7 days after submitting my application, the office defaulted in the agreement. Then I was told that I didn't have to come in right away to sign the lease, they defaulted again. I asked for a call from the property manager but she blew me off and had her assistant manager call instead 1 day later than originally promised. The assistant then proceeded to engage in a juvenille power struggle with me where she refused to honor her Leasing Directors screw up and refund my fees. I was told that the property manager was "Too busy getting ready to leave" AT 4:40PM on a TUESDAY AFTERNOON to take my call and that if I tried to call corporate that the call would just be kicked back to the property so I shouldn't even bother. I know that game and it's sad that she went there. Hopefully United Dominion or UDR as they are called now will do the right thing then maybe I'll have better things to say about the company at least. Keep in mind that these fees should be non refundable but only if you're application agreement is upheld and your agent doesn't TELL YOU THAT THEY WILL BE REFUNDED DESPITE YOUR APPROVAL STATUS. I can only imagine what life would've been like had I actually moved in to this community... ugh!

User Responses
From: Kwynneagain	Date: 02/21/2008
HELLO- I WAS PROMISED BY THE COMMUNITY DIRECTOR!!! I'm glad they're not totally dogging me but there is no way in the world that the leasing consultant stayed after for me. I was there at 5:04 on a Saturday and if they stayed after and used me as an excuse, then they were lying about overtime. I've only been in the leasing office 2 times and both were in the middle of the day. I did not express any frusteration because I've been where they are and I understand what it's like with system errors and lots of people trying to communicate with each other around days off etc. It's not an excuse for them and their lack of customer service just like it was not an excuse for anyone at the property I worked at when it happened. I wasn't going to give them a hassle about it. If you read my statement up above, it doesn't say that it took them a month to notify me yet they seem to want to argue anyway. I said it took over the amount of time the application allows (7 days). They tried to block me from writing reviews, they don't want me to tell you the truth apparently. Isn't that what this website is for? Just another of the many trying to keep someone from voicing their opinion, it's called FREEDOM OF SPEECH. How Rude! I wrote a long LONG letter to their corporate office and I still haven't been contacted. Now I know what kind of people head up their upper management and so do you. I'm sure this won't be a problem for everyone and YES, I'M FREAKING MAD and NO, if I wasn't I wouldn't be here writing this but it's up to you to decide if the problems and the lies that the management wrote here are worth risking it. I'm really in shock that they wrote all those lies then tried to block me. It's unbelievable... *Shakes head sadly*
From: Anonymous	Date: 02/21/2008
In response to emails to the UDR Corporate office and comments left on Apartmentratings.com, I would like to bring a few items to attention concerning the leasing policies of UDR. UDR provides the highest quality training for it???s staff and prides itself with the professionalism of the customer service from community staff. In regards to the above prospect, they have voiced some concerns that they have had difficulty during their application process. As documented by The Mandolin staff, several phone calls and emails were exchanged by both parties regarding their application. Never once did the above prospect express any dissatisfaction with our staff, community, or procedures until their employment status changed and they required an apartment with a lower rental rate. Prior to that, they displayed the utmost respect and kindness to all members of our staff that they corresponded with. To begin with, the above prospect stated they were having trouble reserving an apartment online and that there was a verbal agreement between them and our leasing professionals to hold an apartment. Our leasing staff is highly trained to inform potential residents that an apartment cannot be held unless an application is completed and all deposits and fees are paid. A leasing professional also went over our online application process with the above prospect to ensure their application process would not be delayed. The above prospect did not submit an application online until three days after first navigating the community website. They then had to reserve another apartment than originally desired due to the fact that another applicant went online, reserved the apartment, and paid all fees for the hold. Once their application was submitted on The Mandolin website, the above propsect received an immediate response of their approval. An email was then sent to then and a copy is also forwarded to the property itself which is on file. Even though they did get approved for residence, they did not complete all steps in the online process. This ultimately caused a copy of their application not to be forwarded to The Mandolin leasing office, creating the need for a faxed physical copy of their application for criminal background checks. Upon the request for the application, the above prospect expressed no concerns of being inconvenienced but was very polite and helpful. Our Mandolin leasing professional did come in on their day off specifically to ensure all of their documentation was in order and processed before they returned to the property to sign their lease. Because of the delay in completing their application and the change in our availability, they did receive a different rental rate. As stated in their comments on Apartmentratings.com, the above prospect was made aware of that and approved of it. In the same conversation and later in an email, they explained because of their husband's work schedule in Dallas and their busy schedule in Plano, that the following weekend would be the only time they could come out to the property when asked to sign their lease contract. The above prospect did call the property and explain they would be coming in with their husband but failed to keep the appointment. As shown in property time sheets, a leasing professional did stay at the property an hour and fifteen minutes after closing waiting for the the above prospect. When they finally came to the property to sign their paperwork there was a discrepancy in the rental rates. They was charged the appropriate amount of rent on their lease contract but because they reserved it online they did have a reduced rental rate than what showed at the property. The lease contract with the reduced rate was typed for them and awaiting their signature when they came in, but it was overlooked in the file. UDR audits its communities every month so rental quotes, online reservations, and lease contract rates all must match. This is to ensure that any resident is not over or undercharged for residence at our communities. The above propsects rates were not increasing as they assumed and all quotes were documented. However, the above prospect did decide to lease at another property. Exactly one week later from their visit to sign the lease, they informed The Mandolin staff that they would be cancelling their rental agreement and inquired to what monetary funds they were entitled a refund to. In the initial visit to the property, they were specifically told that if they paid their fees and deposits, the apartment would be held solely for them. If they decided to cancel their application before approval status was confirmed or they were denied approval, they would receive all of their money back less their application fee. If they cancelled after their application was approved and the apartment is taken off the availability, then all money is forfeited. As explained in paragraphs 5-7 of the Texas Apartment Association application, in which all apartment communities in Texas utilize, including Equity Residential Properties, LLC, states: If before signing the Lease Contract, you or any co-applicant withdraws an Application or notifies us that you've changed your mind about renting the dwelling unit, we will be entitled to retain all application deposits as liquidated damages, and the parties will then have no further obligation to each other. Finally in further examining the above prospects comments that it took over a month for them to receive any concrete response from our team regarding their apartment, we have found the truth in that matter unfounded. According to dates on all of her documentation, from the day they submitted their application until the day they cancelled their rental agreement was a total of three weeks. Due to the prospects busy work schedules, The Mandolin staff was compliant with their requests for extensions on time and were very considerate of their personal situation. Otherwise The Mandolin did reserve the right to terminate the application and keep all application deposits as liquidated damages, as stated in the Texas Apartment Association lease application, due to the fact that they could not sign the lease within three days of their approval. In reviewing the situation, we have concluded that The Mandolin acted accordingly and in a timely manner during the application process. We would like to extend our best wishes to the above prospect and happiness in their new home. The Mandolin Team UDR Mandolin 2525 Hwy 360 Euless, Texas 76039 P:817-540-3001 F:817-540-3101

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