Hello there - great thread so I thought I could add a different perspective to the already awesome comments. I always recommend when writing a response, target the reader and not the person who wrote the review. At last count, there are over 300 readers to every 1 reviewer on ApartmentRatings.com. By writing for the reader, you remove the emotional element from your response. I also suggest veering away from "corporate speak" (per your lease, it is our policy, etc.). Phrases such as these can turn off a prospective renter who may infer that is how they will be treated should they become a resident.
Responding is also an opportunity to educate the reader as opposed to setting the record straight for the reviewer. A review which flat out stated that the office "stole" a resident's security deposit was posted and the manager needed help crafting a response. This was my suggestion:
As this is an anonymous review, I am unable to address your concerns specifically. 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 kid's crayon art on the walls, broken windows, holes in the walls, or leaving trash or other items that have to be thrown away. 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.
If you ever need assistance with a response in the future, feel free to inbox me - I'm happy to help!