Mappins Fine Jewellers

Complaint: ***
I am rejecting this response because:Since we first moved in 4/11/we had complained about the roach situation and our apartment has not regularly been sprayedThis month I've had to get after the office staff about being skipped by the exterminators, they told me they'd go back and spray but they didn't for that weekAs for the water heater problem, first talked to them about it in May and it just got fixed last week on FridayThe amount of time that it has taken them to address the problems is unacceptableWe really want our apartment successfully exterminated, we have waited long enough
Regards,
*** ***

When I received the application from my leasing agent I looked over it as I do all applicationsMy leasing agent said that for now it was only Mr*** moving in as his wife would be coming laterI told my leasing agent that we should go ahead and get Mrs *** on the application as
we do not allow anyone to stay over the age of without having run credit and background checksThe leasing agent informed me that he was told that Mrs *** would be going back and forth due to her mother being ill in El PasoI then called Mr *** to ask him to please go ahead and enter her information on the applicationHe told me that they had been arguing a lot lately and he didn’t think she would be moving inI apologized to him and made the statement that I have been married for years and we have our tiffs and hopefully everything would work out for themWe were both told different stories as to why his wife would not be on the leaseI did hear children in the background and asked if they were living with himHe said no that they lived next doorI commented that it was nice to have the grandchildren so close and that mine had lived with me for a while and I enjoyed having them nearI also stated to him that I was very protective of our residents and that we run the same checks on everyoneHe stated that he liked that we did that with everyoneAt this point I thought everything was fine and we were approving his applicationAfter a few days I was at home and my leasing agent called me and said that they had cancelled due to our conversation that I had offended himI felt extremely bad about this because I would not want to offend anyoneI called Mr*** from my personal phone to apologize and told him I accepted his decision but that I was truly sorry that I offended him in anywayI was upset that night and asked that we speak as just one person to another, not as a manager for the companyI told him that I was upset over just finding out that my husband is dying of brain cancer and I was truly sorry if anything that I said offendedI also stated that I would try my best to get him his deposit backI was not at the office at the time so I didn’t know if he had been notified if he was approved or notWe spoke a couple of days later and I told him that we would be able to get his deposit back and he said that was good I sent the paperwork to our corporate office and asked them to please rush his paymentThe next thing I heard was this complaintI didn’t know that he had not received his deposit backWhen I received this complaint I called our corporate and the check had already been mailedIt was within the days of his cancellation. When we have a cancellation and the applicant has not been approved we always refund the deposit but not the application fee or deposit administrative feeWe follow TAA applicationsIf an applicant has been approved and notified that the apartment has been held for them then we are not allowed to give any type of refund after a certain amount of timeHowever he was not completely approved so we were able to refund the deposit

On Saturday June 11, 2016 [redacted] called the corporate office regarding roaches and hot water issues. I ([redacted] Mgr.) called her back from my personal cell phone to let her know pest control would be there on Thursday because this is our scheduled date and that we were in the process...

of getting the boiler replaced that supplies hot water to 9 buildings. The following week we had everything approved for the boiler replacement and were waiting on Central Texas Plumbing to get the boiler system and tank ordered for the replacement to be completed. The plumbing company was having an issue with the tank being shipped in. I spoke with [redacted] almost daily during this time giving her updates on the boiler system. I went to her apartment to inspect for the roach infestation but did not see any live or dead roaches at that time.  Pest control grades the infestations on their paperwork which is attached. Her apartment was sprayed every Thursday during the month of June. On June 23rd the new boiler system was installed. [redacted] called me nightly several times per night on my personal phone. The only time I could not answer was due to surgical root canal I had gone through a couple of hours before she started calling on June 22nd.