ComplaintsforRedwood Living, Inc.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attempting to buy out my current lease as previously discussed with redwood ****** I emailed my written 60 day notice as required by the buyout policy recieved one response asking if I had signed the agreement which they had not given me I replied I had not got no response from them few days later we went to the office after not being able to get ahold of anyone in the office they had us sign an intent to vacate which we did but also told us they would send the agreement this was on 4/22/22 as of today I still have not received the agreement we are now within the 60 days of which we intend to vacate and my concern is we will continue to be charged after vacating the property as we have not gotten the buy out agreement to sign from them I do not plan to send the buy out amount of 2300 until I get written agreement from redwood of the buyout

  

  Business response

  05/12/2022

  *** ******,

  We're sorry to hear that you've experienced anything other than our high standards of customer service. Our records do show that we sent the buyout form on 4/17 and followed up on 4/19 with no response. However, we are honoring your notice date of 4/17/22 and move out date of 6/30/22 per the termination agreement that was sent on May 9. Please sign and return that to the leasing office, if you haven't already. We hope this meets your satisfaction. Thank you!

• Initial Complaint

  05/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a former employee of Redwood and I lived on-site. I am being charged for carpet replacement due to pet damage but I believe this is a form of retaliation due to me leaving the company. I have attached photos of the condition of the carpet when I left the home. The carpet was professionally cleaned prior to leaving the home and the pets had been removed months prior to my vacating as well. There were undocumented pets in the home prior to my moving in which I had mentioned to the on-site team and there was no evidence of the carpet being checked by the previous manager (no documented photos). The carpet was also not new when I moved in, as I checked the invoicing and turn schedule when I started the position as manager at Redwood. I also gave my forwarding address to the on-site team when I left but the statement of deposit accounting was mailed to the incorrect address delaying receipt, therefore denying me the chance to respond in writing by mail within 7 days otherwise forfeiting the amount claimed in damages as required by ******** state law. I would like the charges to be dropped and to have no further contact with any persons from Redwood.

  

  Business response

  05/02/2022

  Hello,  We have not heard from *** ******** prior to this complaint.

  Carpet:  Carpet should last 7 years with normal wear and tear. We did pro-rate for that. It is attached. Upon our final inspection the carpet was beyond normal wear and tear and could not be passed along due to the unsanitary condition it was left in. I will email you the support photos.   The Regional Manager did the final inspection once the unit ws vacant.  The prior resident did not have a pet.  There were no damages to the unit upon that move out.  Upon our review the charge is valid, due and can be supported. 

  The 7 day ******** regulation applies to the receipt date.  Per state regulations statements are sent to the last known address.  We do need *** ********'s new address for our files.

   

   

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The prior resident did have a pet, because there was pet hair in the unit when I moved in.  Also I wasn't charged for the outside on my statement which I was expecting. I also left seed for the grass damage. I can forward you my final message to **** ****(the regional) if you need it. I also can see from the photos that ******* ********* actually walked the unit and took the move out damage pictures, which I find inappropriate given our past relationship and his distaste for me. You can also tell from where the carpet is flipped where it originally laid and I can see that some spots with stains, I had furniture in those areas so it would have been impossible for my pets to have caused them. Could you provide me with pictures of the carpet prior to moving in? Was the carpet pulled up for the last resident as well?
  
  
  Regards,
  
  **** ********
  
  
  
  
   

  

  Business response

  05/04/2022

  The photos provided and the signed lease contract support the ******** responsibility to damages beyond normal wear and tear.  The charges are valid, due and can be supported.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, this complaint is in regards to money being taken out of a security deposit to pay towards days that our apartment was unoccupied. In November of 2021, we were renters at Redwood Living Co in Midland MI (801 Corvus Dr. Midland MI 48642). We bought a house in Nov 2021 and needed to break our lease. We asked the leasing agent how this process works. She told us that we will be breaking our lease, and our last day in the apartment will be 1/4/2022. We asked if there were any extra fees we would have to pay for breaking our lease. She said as long as someone puts a deposit on our specific apartment between Nov 2021 and 1/4/2022, then we will not have to pay any extra fees. Someone did end up signing to rent our apartment in late December 2021. We were excited at the fact that we wouldn't have to pay any extra fees. We took great care to make sure our apartment was in excellent condition after we moved out. When the move-out/walk-out was completed, it was noted by an employee of Redwood that there were no damages done by us that needed to be repaired. In January of 2022, we received a check in the mail for $170.19 which was the remainder of our security deposit. I read that we were being billed for rent of $799.46 from January 5th-Jan20th 2022. This was after our lease was done (1/4/22) and we had given the company our keys. They were charging us for the time that the apartment stays vacant and they were cleaning and painting the apartment. The new renter's lease did not start until 1/21/22. I am greatly troubled that this company took money out of our security deposit to pay for "rent" for an apartment we were no longer tied to. The resident manager was extremely misleading, she said we wouldn't owe anything else after we broke our lease. We asked her this question multiple times because we had a feeling it was too good to be true. I would greatly appreciate your consideration in this matter in helping to resolve this issue.

  

  Business response

  02/23/2022

  Please see section 11 A of the signed lease contract.  This is a Michigan state landlord/tenant regulation not a Redwood process:

  
  11A:  PREMATURE TERMINATION OF LEASE – WAIVER:
  A. If for any reason whatsoever Tenant chooses to vacate the premises prior to the end of the lease term, or is evicted proceedings, Tenant shall remain liable and responsible for the payment of rent for the balance of the lease term or until Management is able to secure a new tenant for the premises.
  
  The resident moved on 1/4/22.  The lease contract ends on 10/14/22.  The apartment home did not re-rent until 1/21/22.  The Lessee is responsible for the dates the unit was vacant per the Michigan regulation.  We billed accordingly.
  
  Notice to vacate was provided to Redwood on 11/5/21 to move early on 1/4/22.  At that time we did discuss the early move and offered the early  “Lease Termination” agreement to opt out early.  They elected not to go that route on 12/23/21 and notified the property office. Lease section 11A - accelerated rent was discussed.
  
  

  The statement is correct as billed and can be supported.

  Customer response

  02/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  This is the document that I signed on 11/4/21 does not mention that I would be responsible for the apartment rent while it sits vacant.  The response from the business also stated that there was discussion regarding how to terminate the lease on 12/23/21.  I would like the business to provide proof of this conversation and agreement being that I am unaware of whatever conversation took place.  Also the business said that we were notified that we would be responsible for the rent, which is completely false. The resident manager did not state this to us at all, even after we asked her if any other money would be due as a penalty for breaking the lease.  The lease said that we were responsible for rent until the the company could secure a tenant.  To me, when the company can secure a tenant is when the tenant pays their deposit initially to lease the apartment, which was before 1/4/22.  
  Also, on the leasing company's website, I would check periodically to see if my unit was still available or if it had been rented.  For the entirety that my apartment (801C) was on the website, it said it wasn't available until Jan 12, 2022.  The apartment wouldn't even have been able to be leased right on 1/5/22 because they were cleaning and preparing the apartment, something that I firmly believe I should not be responsible for monetarily while the apartment stays vacant.  
  
  [

  To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

   

  This is the document that I signed on 11/4/21 does not mention that I would be responsible for the apartment rent while it sits vacant.  The response from the business also stated that there was discussion regarding how to terminate the lease on 12/23/21.  I would like the business to provide proof of this conversation and agreement being that I am unaware of whatever conversation took place.  Also the business said that we were notified that we would be responsible for the rent, which is completely false. The resident manager did not state this to us at all.  The lease said that we were responsible for rent until the the company could secure a tenant.  To me, when the company can secure a tenant is when the tenant pays their deposit initially to lease the apartment, which was before 1/4/22.  

  Also, on the leasing company's website. I would check periodically to see if my unit was still available or if it had been rented.  For the entirety that my apartment (801C) was on the website, it said it wasn't available until Jan 12, 2022.  The apartment wouldn't even have been able to be leased right on 1/5/22 because they were cleaning and preparing the apartment, something that I firmly believe I should not be responsible for monetarily.  
  
  
  
  
   

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After reading previous complaints from former tenants I am appalled! I moved out of my unit in January 2022. I’ve been living there for 2 years and upon move in, i was notified that the carpet wasn’t new but was professionally cleaned upon my move in. Great! No issues during our time there. Well upon vacating we received our move out statement in the mail saying we owe $760 balance for a carpet replacement due to stains and damages. I quickly contacted them about this because we left the apartment in great condition and I have pictures. They sent a bunch of pictures of the uprooted carpet, showing the underside which of course had a few stains here and there, and stated that the carpet was unsanitary and beyond normal wear and tear for the next tenant. Again, the unit was left in great condition and I have pictures! Literally a professional carpet clean would’ve been fine. I assumed they did this for each move out anyways. I called and asked them is this normal protocol to UPROOT a carpet and take pictures of the bottom? The side that I am physically incapable of cleaning. *******, the property manager told me yes. I then asked for pictures of what it looked like at the end of the last tenants move out, for comparison, being that the carpet was used when i moved in and these stains can definitely be from previously tenants. She said yes. It’s been 24 hours a ton of emails asking for this proof and I haven’t received it yet. I was told by the collections manager as well as the regional manager that the charges are valid. I asked for contact information for the Chief Executives to reach out to then as well. Filing a complaint here and reaching out to the companies higher ups are my first steps before having to contact an attorney. There were also overcharges and errors on my move out statement that I made present as well. We paid a $1k security deposit. They have kept that and still are asking for $224 more. I’m so disappointed.

  

  Business response

  02/18/2022

  ******* 2/17/22 email reply to carpet:

   

  Hello *******

  Carpet:  Carpet should last 7 years with normal wear and tear. We did pro-rate for that. It is attached. Please see section 16 of the signed lease contract and section 5 of the pet addendum. Upon our final inspection the carpet was not sanitary and beyond normal wear and tear.  It could not be passed long. I have emailed you the photos as support. The charges are valid, due and can be supported.  Collections Manager

  Also attached is the former residents apt turn checklist showing no damages at that move out.  

  BBB:  I will send you the support photos

   

  2/18/22:  Email to *** ***** from the Regional Manager:

  Good morning *** *****,
  
  I received your inquiry to be contacted regarding your recent move out charges from our ******* North Ridgeville Bagley Road neighborhood.  I know you’ve been in touch with *** *********, our collections manager, who has sent over photos, statements, etc to support the damaged carpet charges.  I’ve reviewed all the correspondence and agree that the charges are valid and due.   You are able to pay the balance due through your rent café login.  If you have any additional questions, please let us know.
  
  
  

  Customer response

  02/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  

  Section 16 of the lease was reviewed and it doesn’t explain anything regarding this situation! The attached checklist doesn’t answer the questions I asked in multiple emails and is not substantial proof showing that those stains were 1. caused by us and not the previous tenants. I would like to see the underside of the carpet from the prior tenants stay just how I was sent the pictures of mine. WHY WAS THE CARPET UPLIFTED WHEN THERE WERE NO SURFACE DAMAGES? Per *******, this is done after every move out and pictures are taken. I would like to see those pictures. If those aren’t provided then how are you comparing the carpets condition to anything other than that of a brand new one? Even if there were surface damages, which there weren’t and I provided pictures, why wasn’t a professional cleaning the first option as opposed to removing the carpet and replacing it and charging me?! Clearly you all have done this to multiple tenants during the last few months and it isn’t ok. I also asked for contact information for the Chief Executives of the company and my email was not responded to. Lastly, the dates on my move out statement are inaccurate and I’ve also stated that in a previous email as well. These adjustments and explanations need to be made. 
  

  
  Regards,
  
  ****** *****
  
  
  
  
   

  

  Business response

  02/18/2022

  ******* has followed acceptable and standard landlord inspection processes by inspecting the top and the bottom of the carpeting and taking photos as support.  

   

  Carpet should last 7 years with normal wear and tear.  This carpet was damaged beyond, unsanitary and could not be passed along.

   

  As a good will gesture to close this move we will waive the statement balance due of $223.79.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived in a Redwood apartment for just over a year. I loved it! The apartment was nice and so was the staff. Until it came time to move out. The real issue came after leaving the property. The leasing consultant was in my apartment the day I was leaving and said it looked great was so clean! I didn’t need to do anything. A couple weeks later I received an invoice for carpet replacement in BOTH bedrooms due to stains found on the back side of the carpet with a black light. As I have seen, this is the scam that redwood operates to never have to pay for new carpet on their own. They provided photos of stains, which for all I know could be stock photos they send to everyone. There was nothing specific showing it was my old apartment. They assumed because I had pets, it was urine. However, my pets were never allowed in the bedrooms(the only carpeted areas). In my opinion, the carpet was certainly ready to be replaced when I moved in. You could tell it had some wear. How am I to know these stains weren’t from a previous tenant? Redwood refused to provide any documentation to prove the previous tenant didn’t have pets or anything. My understanding is they only black light carpet for pet owners. So these stains could have been from a previous tenant. After arguing for days, they agreed to take off the spare bedroom carpet charge. However, that’s just not good enough. They refused to work with me regarding this issue. They offered a “payment plan” to pay this off, which is actually a VERY pushy, rude, and unprofessional COLLECTION AGENCY, which I can only assume is now going to affect my credit. None of this was disclosed. Also, the agency was provided my emergency contact persons information, and they called them asking if they had my correct contact info. That is unacceptable. This is NOT an emergency. There are hundreds of the exact same complaints. This is shady business.

  

  Business response

  02/02/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ·         A pet fee is a one-time, non-refundable fee for wear and tear
  
  ·         Pet rent is a monthly fee to allow pets and cover wear and tear
  
  ·         A pet deposit is a one-time, refundable fee that covers property damage.
  
   
  
  Pet Fee, Pet Rent: A pet fee is charged once, either at move-in or when you bring a new pet into your home. Pet rent is a monthly charge. Both of these help defray the cost of the extra amenities in the community that relate to pets, such as the pet park, waste stations and bags. Neither are applied toward any damage in the apartment and are not refundable. Should you have additional damages that are beyond normal wear and tear, you will be charged for those as well.

  
  

  

  Business response

  02/07/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  *******
  
  Attached is the apt turn check list– move out list from the resident prior showing no damages to repair.  The carpet was new when this resident moved in.  They did not list any pets on the lease or pay pet fees.

  Customer response

  02/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID****** ** 6and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is absolutely no way the carpet was new when I moved in. Please provide a dated receipt from the installer for that particular unit. And again, pet fees are charged so that should go toward this repair you need. Your “pet amenities” are laughable. A fenced in gravel pit is hardly a dog park. 
  
  Regards,
  
  **** *****r
  
  
  
  
   

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I moved out of ******* Apartments in ************* ** on June 7, 2021 but was billed by **** ****** through July 13. **** ****** stated that the Property Manager needed to call and transfer service to the property account because I could not cancel service. I spoke with Property Manager, at the time, *** ****** ***** and she stated to send the bill and ******* would pay it. That did not happen. I contacted the Corporate office several times and they responded that the Regional manager would contact me. The Regional manager communicated that the Property manager would contact me. The current Property Manager contacted me and said it is not her problem. The Corporate office has not replied to the last 2 requests that I have sent them to correct this issue. I have a final bill of $137.82 that I am waiting to be paid by ******* as the Property manager, at the time, *** ****** ***** said would happen. Sincerely, Jason Porter

  

  Business response

  01/03/2022

  Hello,  ******* did not charge for **** ******.  He owed the final water bill at the move out.  We mailed his refund check in July 2021.  The statement is attached as support.

  

  Business response

  01/04/2022

  The refund check was cashed by the resident: Check ******* was cashed on 7/29/2021. Please see attached canceled check as support.
  
  

  Please see the lease, section 15.  The Lessee is responsible to turn on and off utilities.  ******* does not have authority by the utility companies to do this for the resident.

   

  We are considering this matter closed on our side.  The refund was issued and cashed.

  Customer response

  01/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not referencing the deposit refund check. I am only referencing the Final **** ****** bill. I contacted **** ****** on June 7, 2021 and they stated that the ******* Property Manager needed to contact them to transfer service. I contacted the Property Manager *** ****** ***** who said she would and finally did transfer power service on July 13, 2021 which was 36 days after my move out date of June 7, 2021. Property Manager *** ****** ***** stated that she would pay the final bill as it was transferred by her 36 days after my lease ended. I request that ******* be responsible for the commitment of their Property Manager *** ****** ***** statement that she would pay the final **** ****** bill. 
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I am reaching out to see if there was any help you could give for ******* ******* ********** holding my deposit after I moved out. This amount is $1299 Let me start with move in conditions. When I first moved in my apartment was so badly stained with dog pee they had to replace every bit of flooring while I still had to live there. They left dog hair in all of the appliances and could clearly tell they did not attempt to clean this apartment. My account has had a lot of issues from the start with them two years ago and they now say I never paid a deposit. I had their apartment manager tell me they owed me a deposit but then after talking with their corporate team they presented a ledger with a returned check from my deposit. I had a problem with my account at this time so I paid the manager in charge at the time with a money order to make up for the returned check. This manager I assume took this money order for themselves because redwood has no record of it. The account I used for this payment is no longer active and the bank doesn’t even exist anymore so I can not prove this with a statement. Redwood has ignored all of my calls and only sends emails that basically tell me they do not want to help solve this issue. I have been told they will not talk to me over the phone at all. I am missing 4 months of statements from their online portal that happen to be from the time I paid my deposit. Redwood representatives have been completely unfriendly and unprofessional in my opinion. The community needs to be warned about how they treat people if they have a real problem.

  

  Business response

  12/16/2021

  We have reviewed this with ***** multiple times.  He paid $1506.06 on 4/10/19.  The payment was returned as insufficient funds by his bank on 4/17/19.  He did not replace the payment.  We have asked him multiple times to provide a canceled check front and back for the payment he claims to have made to replace the NSF payment.  He has not provided this.  Please see the tenant ledger attached as support.  Also see section 10 on the signed lease contract.  The security deposit is zero.

   

  My 11/8/21 email to *****:  Hi, You paid a hold fee of $250 which was applied to the move in costs. That is reflected on ledger attached. It is not a sec dep to be returned when you leave. The lease shows a zero sec dep paid. This is correct. Water is paid for after usage. Please see the tenant ledger. Look at the rent paid dates. You will see the water period paid for at that time. The final bill does tie back. The billing is correct. I have reviewed this twice and it is correct as invoiced. Kim

   

  My 11/8/21 email to him:  *****, Accounting looked at this again. We gave you $3,000 in rent credits after the NSF on 4/19. We do not show where you made good on the NSF check. The lease is the signed legal contract which shows zero sec dep. This is correct unless you can provide a copy of a canceled check for the deposit. Kim

  

  Business response

  12/20/2021

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi *******  I did reply to this and had something to add.  There is not 4 months missing from his statement/ledger.  I have sent it to him 4 times now to review.  I have also talked with him and walked him through it. 
  
  He has not brought this up before now  nor the condition of the unit. 
  
  A copy of the NSF payment is attached. 
  
   
  ***

  Customer response

  12/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  hello,

   

  I can not attach all photos of damage because this site says it is too big to send, this picture shows dog pee example. I can send the rest of the move in pictures separately. This also shows my missing statements from 3/2019 to 5/2019. I’ve had this screenshot for sometime but my account has been deactivated since I’ve put this complaint in. This seems to be related in my opinion. I was told these account credits where for damages and replacing my whole apartments flooring while I still lived in it. I had to live out of boxes for a month because I couldn’t fully move in due to all the install work. I did have a NSF check yes but like I have said I handed the apartment manager a money order directly. The account I used for that money order doesn’t even exist anymore I can not reach it.

  Another problem here is that Redwood refuses to speak to me over the phone so it is difficult to relay what happened in its entirety over email. I would like the $1299 deposit refunded to me please 
  
  Regards,
  
  ***** Cooper
  
  
  
  
   

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/12/2021, I paid $250 as a "hold fee" for an apartment at Redwood Apartments at Georgia Road in Simpsonville, SC. My sister and I live together, and when we looked at these apartments, *******, the office employee did not explain clearly that the water/sewer billing was a community billing situation based on apartment square footage. On 11/20/201, eight days after I paid the hold fee, I had to call ******* back to ask for the "welcome package" that contained the information that detailed exactly how the water/sewer was billed. This information was an immediate game changer for my sister and I, as we were considering renting the largest floor plans. When I contacted ******* for a refund, she said she explained the water billing to us and that I was outside of my "72 hour" refund period. First, she did not explain the water billing, secondly, she NEVER mentioned a 72 hour refund window until I asked for my money back (we found this out looking on the website at someone else's complaint), and thirdly, why would the refund period even be applicable when I had to call her and ask for the information that she failed to provide four days AFTER the 72 hour window, pertinent information? She dropped the ball by not providing information within the 72 hour time frame, a time frame we were not told about, and information that was purposefully withheld. And now they are manipulating and stealing my money. I want my money back. What they have done is wrong. I cannot imagine how many times they have done this to people. This is bad faith business practice and they should be fined and put out of business because of their intentional fraudulent business practices. And to make matters worse, there were typos in the length of the lease terms. I have an Associate of Applied Science in Paralegal Degree, and she treated my like I was crazy for not signing a legally binding contract that contained discrepancies. They are terrible company. I want my money back!

  

  Business response

  12/10/2021

  *** ******,

  We're sorry to hear that you've experienced anything other than our highest standards of customer service. We've reviewed your account and have agreed to refund you the $250 deposit.  Thank you.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We moved after 6 months of continuous noise/neighbor issues & broken commitments to enforce our lease rights and correct the neighbor's violations. They acknowledged the problem, but did not follow through with any resolutions. The only concession offered was to “permit early termination without fees” because it was unbearable to stay. 5 weeks after leaving, we received a typed spreadsheet “statement” that had a back-rent charge, where Redwood attempted to charge us additional rent despite having a new tenant lined up before we left, and despite their earlier promise to end our lease with no costs. There is an overcalculated water charge, and full carpet replacement charge when we caused no damage. We were able to get the "rent" removed after pushing back- but why can’t Redwood just honor their commitments in the first place? There is also a prorated full carpet replacement charge for “stains and tearing”. We left our unit impeccable- there were no stains or tears. We responded there were zero stains or tears and we had documented the unit’s condition extensively, and Redwood changed the narrative to “unsanitary areas from UV light” per the pet addendum, which says Redwood can conduct a UV light inspection. We dispute our pet caused any damage. Redwood did not notify us of this inspection, nor have they shown us anything to substantiate these charges or show us these “stains” were not from prior residents. Our carpet was a few years old with heavy matting/fading when we took possession, which we noted and discussed when we moved in. Redwood is conducting one-sided damage assessments- ripping up used carpet where there was no visible damage, the tenant is not present, and they cannot show how or when those UV detectable “stains” originated. UV light detects detergents/cleaners/moisture/citrus as well. This is an underhanded, deceptive scheme and further shows Redwood's lack of integrity and unwillingness to treat tenants with respect.

  

  Business response

  12/03/2021

  Hello,  This past resident is represented by an Attorney.  11/4/21 we have closed this account with a zero balance due .  The ledger is attached.

  

  Business response

  12/06/2021

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******, 

  I forgot to attach the statement I mailed her.  Our Attorney worked this and she has an Attorney too. 

  
  She did not provide a forwarding address so we mailed the revision to her last know address we have on file.
  
  We waived all balances due to close this out.
  
  She did not have a security deposit on file.

  Customer response

  12/06/2021

  [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.]
  
  Better Business Bureau:
  
  I accept that Redwood is now dropping these charges, so I will consider this a satisfactory resolution.

  But in the interest of transparency, this response is deceptive - it claims these charges where dropped weeks ago, but they seem to be a direct result of this complaint. Redwood attached here a modified a new invoice removing the charges (attached today, 12/6) and claims this was modified Nov. 9th. However, if you reference the attached screenshot - the last "settlement offer" shared over email with us/with our attorney still had these charges on Nov. 9th. I want to include this information to make it clear this is the first we have been notified or seen this updated statement. 

  
  Regards,
  
  ***** **********
  
  

  
  

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