Puerta Villa

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CLOSED NOW - Opens at 9:00am

My family lived in this complex for 4.5 years. Overall we enjoyed our time here, but when the time came for us to move we were shocked by their move-out policies. We were given a cleaning list with correlating prices and the amount they would charge to clean (JUST CLEAN, not repair or replace anything) the apartment was over $700. We were moving on short notice and we have 4 children so I knew I wasn't going to have the time or energy to worry about cleaning every single thing in the apartment, like the blinds and fans and oven, so we expected to receive some charges. What we didn't expect is that they charged us to replace the entire apartment's carpet. We have 4 kids so the carpet in the main living areas was worn (bearing in mind we lived there for 4.5 years) but there were rooms where the carpet was perfect. But they don't just replace the carpet in rooms that were worn, they take all of it out so we were charged to replace all of the apartment's carpet. We have lived in apartments for over 13 years and have never experienced move-out policies like the ones that Puerta Villa has. We have a sense that we are being robbed and there's nothing we can do about it. Also, after we moved we called the office 4 times over a period of a few weeks, trying to find out how much of our deposit we would get back or how much we would be charged, and every time we were told these words verbatim, "By law we have 30 days to determine the final statement." Each time we called we requested to speak to the manager, and each time we were told they would have her call us back. She never called us once. The fifth time we called it was 34 days after our move-out date and again we were told they didn't have a final statement and the manager was busy, but we said we would hold until she was able to talk. Six days later the complex office called and said the statement was ready and we said they could email it. When we looked at the statement it was post-dated, showing it was issued 30 days after our lease's end. I called the apartment and requested they send a corrected statement showing today's date and the manager said it was impossible for her to make changes. She also said that they had never said "by law we have 30 days to finish the statement", which is a lie. She herself had said those exact words to my husband face-to-face before we left El Paso. I don't even know if there is a law saying they have 30 days or if that's the way they get residents to stop asking, but I do know that more than once we have been lied to by this office. This isn't even the first occasion we have been lied to by the office. We feel their policies are shady and maybe even unethical. We communicated this information to Fort Bliss housing services so they will be aware and be able to let incoming soldiers know before they decide where to live.