The Oakwood Club Apartments

Revdex.com PO Box Dupont, WA Re: Revdex.com Complaint ID: *** Dear Ms***: I’m writing in response to the complaint lodged by Ms***-*** on July 10, First I’d like to apologize for the lengthily reply, however, we take complaints submitted to the
Revdex.com very seriously and feel that this response is necessary to explain what our resident has negatively summarized in her complaint. We are aware that Ms*** is going through a difficult time due to her relationship with her roommate dissolving but feel that the day in question should not warrant a negative review of our business. Ms*** has demonstrated a tendency for exaggerating the facts on more than one occasion during her short time that she has lived at the Oakwood Club Apartments and the explanation below should demonstrate this. Complaint #1: I have only spoken with Ms***-*** on two occasions. The most recent was July 10th, 2017. On that morning I found a letter in our drop box, written by Ms***’s roommate, informing us that she would be not be renewing their lease and to accept the letter as written notice. Ms***’s signature was not on the letter so I sent the two of them a text message from our rental software informing them that we’d need both signatures for the “notice to vacate” to be validMs*** texted back immediately saying, “Dropping mine off in the drop box now.” After that text I received another one where Ms*** made the first of several demands that I, nor any other manager, could comply with. She said, “If I need to order a new mail key because Paige (roommate) took the only one can I do that and if it costs money have it bill to herI’ll be calling you guys today to talk a little more about other things as well.” Shortly after receiving the text I heard our drop box door open rather violently then slammed violently. I found a letter from Ms*** which seemed very angry in nature. She first criticized us for not delivering a “Notice to Vacate” form as she requested (we never received such a request and would have informed the resident that they would need to come into the office themselves and pick the form up.) She then criticized us again by saying, “The apartment, since day one, has fallen apart almost daily! Doors fallen off, lights going out, sinks not draining, dishwasher not working, kitchen flooding, etc. & you want us to PAY $MORE a month?! That’s absurd. I love living here but the management has always been very rude or unresponsive.“ I quickly sent her a text message to clarify that we were not increasing her rent by $100.00. I asked her to read the lease renewal invitation that was mailed to her which stated we were only increasing her rent by $and if she had read the letter carefully she would have read that if they chose to remaining living in the apartment beyond the lease they’d be responsible for a $month-to-month fee as described in their leaseShe texted us back thanking us for the clarification and inquired again about the mail box key. I informed her that I could not just charge her roommate for the key. I would have to charge the apartment because the contract is in both roommates names and they are equally responsible for all debts incurred during their tenancy. This was a contractual fact I had to repeat several times during my interaction with Ms*** over the next hour. I explained that if she needed a replacement mail key that she would, per our rental contract, have to submit a written request for a new key. I texted her saying, “You need to submit a service request for a new key. Maintenance handles thatWhen you come in today you can fill one outCharges are submitted to the apartment not an individual roommate.” She replied back with, “She has the mail key, and refuses to reply to me to bring it back why would I have to purchase a new one?” That was the last text message we received from Ms***. She called me directly after that Complaint #2: Ms*** claims she was assaulted by her roommate’s boyfriend on June 26, 2017. On that morning a police officer came into my office explaining that there was a disturbance in Ms***’s apartment. He said that no one was arrested but wanted us to know what was happening in their apartment. He told us that Ms*** reacted to her roommate’s boyfriend not putting the toilet seat down so she shoved him, then he shoved her backShe then called the police on the man. The police officer said that no one was charged because Ms*** started the argument and she was the first person to assault the man in her apartment. On the morning in question Ms*** described the incident blaming the man for starting the assault when the police officer clearly told us differently. Again, clearly a statement to make Ms*** appear innocent and having no blame in the matter Complaint #3: Ms*** claims that I called her, “a child, drama filled, and rude.” At no time in my career have I ever said any such thing to a resident Compliant #4: Ms*** then claimed, “He was upset by my written letter of non lease renewal.” When Ms*** called me that morning she was already upset. She started venting about her roommate and the fact that she’d already moved out of the apartment a month early. I was not very talkative due to the nature of her letter I received less than an hour earlierShe asked me, “Why are you being so rude to me?” I said, “I’m not being rude, I’m just listening to you. You have not had a lot of positive things to say to us this morning and your letter didn’t have anything positive to say either.” She replied very abruptly with, “Yes it did! Didn’t you see that I wrote “thank you” on the front of the page?” After that she began demanding how we should charge her roommate during the move-out process. She started with demanding that when she moves out we should refund the deposit to her and only in her name because she would be cleaning the apartment herself. I told her again that the apartment is in both roommates’ names and we would have to refund any deposits in the name of both roommates. She got extremely upset when I told her that. She then made an alternative demand that she would clean only her room and half of the kitchen and bathroom and she expected us to refund half of the deposit back to her and retain the rest for the half that her roommate didn’t clean. I had to tell her again that deposit refunds do not work that way. She got even more upset after I said that. After that I wasn’t given the opportunity to say anything elseEvery time I tried to reply to something she said she just talked over me. I felt that she was very upset about the whole situation and I was just a person taking her venting. Complaint #5: “…as well as the fact that the apartment fell apartment almost daily…” Once again an exaggeration of the fact. We have two written service requests from Ms***’s apartment during her tenancy here. One was submitted from her roommate regarding their air conditioner leaking water. We had to explain to them that when an air conditioner leaks it’s because it’s been on too long and it’s a thing for the coils to ice up after being used so long. The second, which was submitted on February 15, was about their sink being clogged and the dishwasher not draining. Dishwashers cannot drain when the sink is clogged. My maintenance technician responded to this issue that very day and found that the occupants had clogged the kitchen sink themselves with grease and he unclogged it for them at no charge. Items like blinds are often broken due to misuse or pets. Ms***’s roommate did acquire a pet in May of this year which could explain why a blind would be broken. Closet doors often come off track due to aggressive use by the occupant but we did not receive any complaints or service request. During the phone conversation with Ms*** that morning she said, “Paige (roommate), and her boyfriend broke a bunch of stuff and I want to have this stuff fixed prior to moving out because I don’t want to be charged for it.” I informed her again that she would need to submit a service request. I then told her that our staff would determine if the damages were wear-n-tear or if the damages needed to be paid for by the resident. Of course this did not make her happy either and she hung up on meWe still have not received a service request for any work since that conversation The final comment regarding an investigation be conducted on me is further proof that what Ms*** says is often extreme in nature I hope this gives an accurate portrayal of what Ms*** has been like as a resident and that her comments are blown out of proportion to make my staff, as well as myself, sound incompetent and uncooperative. I feel that Ms*** is very upset about her experience at our apartment community due to her choice of roommates and not the apartment or the staff. We were simply a venting board for her frustration and should not be penalized with a bad review. I would happy to provide the Revdex.com with the letter (notice to vacate) Ms*** sent to us, a transcript of the text messages, as well as copies of service requests with technician’s notes and date of completion. If you have any questions, feel free to give me a call Thank You, Tim C*** Regional Property Manager Oakwood Club Apartments