What should you do if your special isn’t on the ledger?
Raise it in writing, with the signed special as your evidence, and keep paying the undisputed rent on time. Missing credits are common in busy lease-ups where staff process many move-ins at once, and most are fixed with one clear written request. If you leased through us, we take it up with the community in writing and report back. It’s the same process we use for all specials we confirm in writing.
Step 1: Check the ledger at day 7 and day 30
Your resident portal shows a ledger: every charge and credit on your account. Check it twice:
- Day 7: the first statement and any move-in charges are usually posted by now. An upfront special should show as a credit or a reduced first month.
- Day 30: a prorated special should show its first monthly credit. Any one-time fee waivers should appear.
These are the same dates we use for the written punch list; see day 7 and day 30 checks.
Step 2: Find your evidence
| Document | What it proves |
|---|---|
| Concession addendum | The special, its value, and how it’s applied |
| Signed lease | Lease term and start date, which the special may depend on |
| Written quote or email | What was offered before signing |
| Ledger screenshot | What was actually charged |
Why “in writing” matters
The concession addendum controls. A verbal promise is hard to enforce; a signed addendum isn’t.
Step 3: Raise it in writing
Use the portal’s message or maintenance system, or email the leasing office, so there’s a dated record. Keep it short:
- Your name, unit number, and lease start date
- The special as written in the addendum, with its dollar value
- What the ledger shows instead
- The correction you’re asking for, and a date for a reply
Attach the addendum page and a ledger screenshot.
Step 4: Pay the undisputed amount
Don’t withhold rent. Pay what you’d owe if the credit were applied correctly, or the full statement if you prefer, and note the dispute in writing. Late fees and lease violations make a simple credit problem harder to fix.
Step 5: Escalate if needed
If the office doesn’t respond within a reasonable time, ask for the community manager or the management company’s regional contact. Reference your first written request and its date.
What we do
If you leased through us, tell us as soon as you see a gap. We contact the community in writing, cite the concession addendum, and report back with the answer and the date the credit will post. If the special was missing because of an error we made in confirming it, we log it on our corrections log.
Seen a missing credit? Contact the team with your unit number and a ledger screenshot. Our guide on concession payback clauses covers the other concession terms worth knowing.
