Let’s say you just got an apartment review that isn’t exactly positive.  How should approach your response? Learn how to craft the ideal response to common reviews. Featured quarterly in our SatisFacts newsletter. The comment left below is an actual review left on ApartmentRatings.com. 

NEGATIVE REVIEW:

"They charged me almost 900 bucks after I left the apartment, they said the room was dirty including carpet, walls, tubs and everything, a trash bag left in the room and charged me 30 bucks for that, and finally they even charged me 15 bucks for 2 broken light bulbs, this is the most ridiculous place I’ve ever lived in, they charge you for cleaning the room and many other things that don’t make no sense. What about the contract? No, don’t even bother, I’ve never had any kind of issues like this before, just do yourself a godlike favor and go find somewhere else to live, their policy is BS."

POSITION: Clarify the Policy

RESPONSE:

Regretfully, I am unable to address your concerns specifically because the review was made anonymously. I would like to explain however, the possible reasons why a security deposit may not be returned to a resident who has moved out of our community. Security deposits are to cover the expenses of any repairs or damages to the premises greater than normal "wear and tear”. Examples of these damages are crayon or marker art on the walls, broken windows, holes in the walls, or leaving trash or other items that have to be thrown away by our team. If the apartment is so dirty that it is unhealthy or unsafe, we can deduct for the cost of making it habitable again for the next resident. We provide every resident an itemized list of deductions within XX days of move-out. This notification is sent to the resident’s new address or the last known address on file if no forwarding address was given. Should you find that in your situation none of the above mentioned scenarios apply to you, or if you have not received such notification, I encourage you to contact me directly at XXX-XXX-XXXX so that we may discuss this matter specifically.   Have a review you're not sure how to respond to? Send it our way and we'll try to feature it next time around. Email, [email protected] or leave your question/comments below!