ComplaintsforCountry Club West Apartments

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was visiting a friend on 10/29. I always visit this friend every 2 days. I park in the very large parking lot. No signs saying tenant parking only. My car was towed after being there for 2 hrs. I have visited my friend since they moved into this community. My friend was never told visitors had to park on the street. Was just told per their lease no over night visitors. I spoke with a lady in leasing office who said they send emails out last one was sent in August. My friend said no such email was sent, only thing in their lease is the tenant is responsible for their visitors. The lady in the leasing office said they are sending out a lease addendum. That is not how that works. Its not right. If my friend had been told visitors need to park on the street thats what my friend would of told any visitors. My car was towed there are signs on the opposite side of the road on the outside of the stop signs at the exits. i dont come in on the opposite side of the road and not seeing the sign on the stop sign you wouldnt know. That should not be legal. I dont know if the signs were just recently put up to cover themselves or if theyve been there but i havent seen/noticed them as much as ive gone to visit my friend.

  Business response

  10/30/2023

  Good morning, 

  The signs stating authorized parking only (attached) have been posted at all entrances to our community since July 2019. In August 2023 we rolled out parking permits and let our residents know by notice to door and email that our parking lot would be permit parking only going forward and that towing would be enforced stronger. I understand the frustration of the visitor, however, we are unable to refund any cost as it is the residents responsibility to inform their guests of rules/regulations and where to park. 

  I am happy to speak with the visitor or the resident if they would like to reach out to me at [email protected] or 970-367-1377

   

  Thank you, 

  Christina Buchanan

  Community Manager 

   

  Customer response

  10/30/2023

  Complaint: 20799634
  
  I am rejecting this response because: My friend the resident was not notified by door notice or email. The signs are facing outside of the stop sign. Unless you are entering the property on the side of the stop signs which is the wrong side YOU CANNOT see these signs. The resident was not informed that visitors are supposed to park on the street. Was just informed per their lease that they are not allowed over night visitors. Was not told would need visitors passes for guests. My friend is concerned when their elderly parents come to visit that their vehicle could of been towed all because they came to visit this resident. If the resident had been informed that visitors need to park on the street this would not be an issue in any way. 
  
  Regards,
  
  Leslie Torres

  Business response

  10/31/2023

  Good morning, 

   

  I would need to know who this resident is to know if they moved in before the letters and emails were distributed or after so that I am able to ensure that they were given the notifications. All of our new move ins are notified by our leasing agent upon move in that they must have parking permits to park in the parking lot of our community. I have attached the letter that went out to all of our residents' doors and emails on 7/17/2023. I truly do understand the frustration, however, we do have it marked throughout our community that it is permit parking only and unauthorized vehicles will be towed. 

  If you could please let me know the resident's information I will happily reach out to them to discuss the parking process here to ensure that any future guests are not towed as well as to make sure that the resident has the appropriate parking permits needed. 

   

  Customer response

  10/31/2023

  Complaint: 20799634
  
  I am rejecting this response because: the resident was not given this letter. Nothing was posted at their door, they were not told when they picked up their parking pass, they did not receive anything by email. My friend will remain anonymous. I do not need them to cause any issues for my friend. 
  
  Regards,
  
  Leslie Torres

  Customer response

  10/31/2023

  I think instead of worrying about the one particular resident (which asking for that persons name to me is borderline retaliation tactic). Why don't they make sure ALL the residents have this notice and aware of it. They need to post at everyone's door with a copy to be signed and returned to the leasing office as acknowledgement and a copy for the resident. Saying something was left at the door does NOT mean it was. Also I have included the signs. First is the sign posted on the outside of the stop sign when exiting the community. If you don't know any better and without looking at it you don't know its not just a random sign, I know I definitely have not noticed it and neither has my friend. I also don't enter any parking lot through the stop sign side of any entrance. Second one is the pic I took from the street. Sure if you are driving down the street you might notice that sign after being made aware there are signs. Even coming from 10th street you don't see the sign unless you are looking for it and stopped in front of it. Has this community and busy bee towing heard of the new law passed just this year? towing bill of rights. I was told yesterday when i went into the office that there will be a lease addendum sent out to the residents regarding parking, not there had been already. If the residents of the community are not aware of changes to visitor parking spots, how are they supposed to let their visitors know not to park in the parking lot? No-one wants to come out to find their vehicle gone and have to pay over $300 to get their car back. I think this might be especially important with the holidays coming up and friends and family may want to come and spend time with their loved ones to come out and find their vehicles gone. 

  Business response

  10/31/2023

  I would like to remedy this situation, however, without knowing who the resident the guest was visiting is I have no way to factually check the information provided to the resident by pulling their emails/files etc. As stated previously, the letter went out to all doors in July as well as a mass email property wide (previous attachment). We sent another reminder in August stating:

  " Dear Residents,
  
  This is a friendly reminder that starting August 1st, 2023, the parking lot at Country Club West has become available for those with parking permits only. We have issued this new policy due to the increasing number of abandoned vehicles and residents unable to park because of multiple vehicles/visitors.
  For those who have not yet picked up their parking permit, please visit the leasing office as soon as possible to ensure that your vehicle will not be towed. Additionally, we will continue to monitor the parking lot at night to identify availability for visitors' parking.
  Thank you for your cooperation in ensuring the safety and efficiency of our community's parking.
  Sincerely,
  Country Club West Staff"

  We have made diligent efforts to let all of our residents know that visitors must park off street or if they have an excess of vehicles besides the one permit per lease holder allotment that those would also have to reside off property. If this is a newer resident upon approval of their application, they receive a "welcome home" email from our leasing agent which states the parking lot is permit parking. :

  "Before you receive keys and move in, we will need the following items: 
  Xcel Energy Account Number ( Ecel Phone: 1-800-895-4999) 
  Signed Lease – will be sent in a separate email saying “Your E-docs are Ready to Sign” 
  Renters Insurance. I suggest Mark Larson State Farm. His Phone number is 970.356.8700 however you are free to choose any other insurance company. To fulfill your lease obligation you are required to obtain and maintain renter's liability insurance at move in with a minimum coverage level of $100,000.00.  Contents coverage is not required in your lease, but is available and recommended.  You may choose the insurance company and policy limits that are most appropriate for your situation, providing the minimum coverage level is satisfied. You MUST have Country Club West as an additional party in order to move-in. 
  Payment (personal check or cashier’s check) – can be made out to “PC Country Club LLC” 
  Guarantor Form signed (if applicable) 
  Pet records and photo (if applicable) 
  Upon arrival you will receive a move in folder with information, Keys, & Parking Permit. It is imperative that you put your Parking Permit in your window right away. It will go on the driver's side bottom windshield.  The policy is 1 parking permit per lease holder. If you do not have a parking permit in your window it will get towed. If you have a guest, we ask you to have them park on the side street off West 11th Street. 
  
   If when signing the lease, you would like to opt out of the RentPlus program, let me know and I can get that taken care of. If you have any other questions, please let me know! 
   Don’t forget to setup internet as well! You can call our CenturyLink representative Dee Dee, she is very helpful and quick to set you up!! Much faster and easier than calling their customer service phone number. You can reach Dee Dee at 970.236.1116 
  
  Regards, "

   

  Please let me know if I can provide any further information or assistance as we are always trying to better our customer service and never want to create frustration for our residents or their guest. 

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