Long story short, I spent more than enough time trying to defuse a volatile situation yesterday due to a) a misunderstanding; b) a miscommunication and/or c) a clerical error. I am still not sure which is responsible for this nineteen year old pair of roommates who were sitting in front of me telling me their lease ended the day prior and cussing me out for a) having tricked them into signing a year lease; b) having falsified the lease document because they NEVER would have signed a year lease – why would they when they would be graduating at the end of April?????; and/or c) just plain not caring and trying to take advantage of their inexperience by not reminding them of their lease expiration.
Not only did I have to endure their glares, sneers, and profanity, but I also had to speak with parents on the phone and meet with one’s father for an extended period of time. A time during which his daughter sat with arms crossing muttering, “It’s not fair; I am not going to pay!” (and you can’t make me!) His conversation came around with his accusation that our Office had altered the Lease end date and that we were taking advantage of his innocent, sweet, and naïve daughter.
“We would be happy to look over your daughter’s copy of the Lease and compare the two,” both the Leasing Consultant and I chimed in on several occasions. Of course neither roommate could produce her copy. Her father proceeded to point out that the way the original lease signing took place was not “correct” to which I replied that I am always looking for ways to improve that process; however, when I conduct lease signings, it takes an hour or so and I am very thorough. I also said that even though I was not present at that time (or, even an employee at that time) I was trying to help him. Inevitably, it led to the father asking for Corporate’s number.
Ultimately, from my point of view, and because no one can remember exactly what was said in a phone call, on any given day at any given moment, the written lease agreement is the decision maker. This is why I explain that the lease agreement a new Resident or a renewing Resident is signing is a legally binding contract and should be entered into reverently – something not unlike a marriage.
Naturally, no one is going to be happy about this outcome. On the one hand, I have two young ladies threatening everything from a lawsuit to posting terrible reviews online (which they are probably going to do anyway based on their level of anger on any given day for whatever reason) to knowing that it is the responsibility of all parties to enter into a contract with confidence they understand the clauses. The teacher in me is screaming that perhaps what we should follow up every lease signing with, in addition to the keys to the apartment, is a test covering all of the most contested points of the contract: giving written notice – required; breaking or terminating a lease early; late fees; what happens if your check bounces; utility charges, including who pays for what; when rent is due … Until the person can actually pass the test with a perfect score, they can’t get their keys.
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