Montebello at Summit Ridge

In February of 2016 I applied to the Montebello apartment complex located in Reno NV. I came to the complex and took a tour of a two bedroom apartment because there was not a one bedroom apartment to look at. When taking the tour I was shown that the apartment had modern appliances and fixtures, laminate/vinyl plank floors, new cabinetry, granite counter tops and a breakfast bar area. I asked the young lady that was showing me the apartment if the apartment that I would be applying for had the same features and I was told yes and she quoted me the rent at $1025 pr month. 3 days later I filled out an application. About a week after that I was accepted I was contacted by [redacted] the property manager and she told me apartment number and the rent price $1025. I was then sent a welcome packet with that same information. Shortly after that the lease was sent for me to sign with all that same information. I moved into the apartment on March 23rd and when I arrived and walked into the apartment there were none of the items listed above in the apartment. I voiced my concern to Rochelle who showed me the apartment when I came to look at them and who walked me into my new apartment. I set up a meeting with [redacted] on 4/6/16 (she was sick/out of town for a couple weeks) to discuss what had happened with the apartment. I was then told that she had told me about the fact that this unit was a "non upgraded" unit on the phone and that I should have known that this was a "non upgraded" unit by the price. I asked her how I would know if I was never made aware of a "upgraded" vs "non upgraded" unit. I then asked her why there was no distinction between them in any communication I have received from Montebello including the welcome packet and lease. I then spoke to her manager and they said they will give me an "upgraded" unit but I have to pay $250 more per month and I have to pay a new deposit of $300. nothing I was shown or can view (website photos) are of the "upgraded" units.Product_Or_Service: apartment leaseDesired SettlementI want to be moved into an "upgraded" unit, as I was shown and told I was getting, for the price I was quoted. My contract does not make a distinction between the two types, "upgraded" and "non upgraded," so as the consumer I don't know how I was supposed to know what unit I was getting into if all I can see and was shown was the "upgraded" unit.The photos on the website all show the "upgraded" units as well as all the photos in the leasing office. Business Response The staff here a Montebello is consistent in making sure all prospects are knowledgeable of the 2 different renovation scopes we have. I personal explained to [redacted] when providing him with an apartment we had available that this would be a non renovated apartment. He said it did not matter, the only thing he was concerned about was that he wanted downstairs and the price. We meet his needs and provide him with an apartment. I offered [redacted] an upgraded(renovated) apartment, however it would not be at a reduced rate. He was unhappy with this. Since no resolution was met onsite to make him happy in his home we have dissolved [redacted] of his lease contract here at Montebello with no penalties.

I have lived in these apartments for 2 months now, since I moved in I've noticed a lot of bugs. Potatoe bugs, ear wigs, millipedes, centipedes and spiders. I happen to have a 8 week old puppy also. I had a fear of anything happening to my dog while I am away at work. I called about these bugs multiple times and they said they would have some one come out with in 48 hours, I stayed home from work so I could be here when the exterminator was preset. I woke up the next morning to a Wolf Spider attaching itself to my 8 week old puppy. After 72 hours with no exterminator, I went into the managers office to complain. When I asked if they spray the apartments before residents move in she proceeded to tell me that they do not spray unless someone complains. Even after having complained, still no exterminator? The manager told me that I live on a hill and I should expect bugs, but in my home? I went in to her office on Friday, and then she told me I had to wait until Monday to get it taken care of, when the first time I called was the beginning of the week, when they told me no later than 48 hours. I asked if I could call my own exterminator so I could just get the bugs out of here!! The manager told me it would be at my own cost..I not only have to pay $1350.00 to live here but also pay a vet bill for my puppy that got bit by a spider because they can't send an exterminator when they are needed, and pay for the exterminator also?Product_Or_Service: ApartmentDesired SettlementThis is a very big inconvenience to me and I would like a few free months of rent (WITH AN EXTERMINATOR) Business Response My name is [redacted], and I am a Portfolio Manager with FPI Management who oversees Montebello in Reno Nevada. I first would like to apolgize to the Resident and the Revdex.com for our delay in responding. It would appear that there was an issue with the Revdex.com not having a correct email address. My apologies. I know having a pest issue can be extremely upsetting to a Resident and Montebello does offer an extermination service at no charge to the Resident. In some situations, our vendor needs to treat several times before expected results are achieved. According to our records, a work order was completed #[redacted] on 10/1/2013 and [redacted] treated the the exterior surrounding apartment [redacted]. Areas treated: Lower Perimeter of Structure, Eaves, window frames and doorways. On 10/8/2013 a second work order was created #[redacted] and again our vendor [redacted] entered the apartment on 10/16/2013 and treated Bathrooms, Kitchen, Bedrooms and living room inside the apartment home. In addition, treated the exterior as well. We would make recommendations to spray addionally 2 more times to make sure our vendor has addressed the pest issue. Unfortunately, I am not able to issue free rent but I do want to apoligize again on behalf of our team, that the Resident is experiencing a pest issue. Please feel free to call me on my cell if you need any additional information. [redacted]. Please also let us know when we should set an appointment to enter the unit again to apply a treatment. Thank you