Tri City Rentals

Revdex.com Complaint ID #[redacted] Complaint Information Complaint ID: [redacted] Filed with: Revdex.com.   Complaint Details Rustic Village Maintenance has been resistive to look into and handle problems with the laundry room equipment. The maintenance workers give hefty...

attitude and disrespectful remarks before looking into the actual problem about having to come restart a machine where the clothes have not been adequately washed although paid for and started by resident. Issues with the machines have been unresolved. Our staff is trained to be sensitive with our residents’ needs. Tri City Rentals has provided us with seminars on customer service, values, and behaviors and their impacts on our workspace. How to develop understanding of key communication skills and an increased awareness of your communication style and preferences. Each time we have received any type of resident request from Ms. [redacted], we have responded respectfully and have done our best to resolve each issue, as we do with all of our residents. We have responded to each of Ms. [redacted]’ laundry machine requests. Each time there has been a complaint, the machines have been checked for a malfunction and none were found. Each time, as a courtesy, we have put additional credits on her laundry card and re-started the machines for her, at no charge, when she was unsatisfied with their performance at no charge Barbara [redacted] and maintenance workers have insisted nothing is wrong with machines as far as blaming the residents in unethical ways. Maintenance Male worker told writer specifically, "There are no other complaints in the whole complex. Just this building. You should prewash your clothing before putting them in the washer." 5/16/16 Ms. [redacted]’ complaint was that the washer was not cleaning properly because the bottoms of her white socks were not clean; they were still gray and dingy. She also said that her clothes stink. Wayne, the maintenance tech. for her section of the community spoke with her, viewed her socks, and kindly suggested that she may want to pre-treat her white socks or use bleach to get them whiter. He then re-started the washing machine for her so that she could re-wash her load, at no charge. Previously a maintenance workers said, although the machines say high efficiency and are more expensive, you cannot put many clothes in" *5/14/16 8:09 PM- Ms. [redacted] called out after-hours emergency maintenance to say that the washer was not working and that she needed to load more money on her laundry card. Our staff responded and found that the machine was overloaded. Our staff helped her to split her 1 load into 2 machines for a re-wash. Ms. [redacted] then said that she had no credits left on her card. Since the offices were closed, our staff said that they would go back to the office and load her laundry card. She then gave our staff money to go to the office to put more credits on her laundry card. Which our staff did. (Our washers and dryers are professional commercial machines with the capacity to wash 22 lbs. of dry laundry.) SEE ATTACHED INFORMATION I have followed this rule making sure to only fill the washer machine less than half way but clothes still come out dirty. Water regulation may be an issue, writer suggest. However writer, the resident, work in Health care, exposed to Pathogens and bio hazardous material. Therefore, It is believed that request are sufficient are just and all oppositions against me by the Rustic Village Management, including Barbara [redacted], are unfair, and even down right disrespectful. I have applied their techniques as they suggest for washing and there is still another problem. I have been prewashing my clothes as suggested by one of the Male Maintenance workers before using Rustic Village Washers. I do not believe I should have to tug around my clothes and spend an hour before I can wash and dry them just to get one cleaned and dry load of laundry when it cost $4.00 per load and you must wash small amount of clothes. So far $6.00 have not been reimbursed back to me and I have made a request. [redacted]Barabara [redacted] makes unpleasant calls and speaks down to tenant, writer and always accepts no responsibility for poor quality of machines or workers who give information that is derogatory and passing blame to residents. See above response in paragraph #4 It is also believed that Maintenance has done other suspicious tactics and misuse of their authority, such as canine apartment search saying it was because I am a student. I never notified them of me being a student. Ms. [redacted] was sent a letter on December 11, 2015 informing her that before Rustic Village can renew her lease we would be conducting an apartment inspection and this inspection would be done on December 18th, between the hours of 8:00am and 12:00 pm. This letter also stated that if she had any questions concerning this inspection, please contact Barbara [redacted]. This is in no way connected to anyone being a student. We chose to conduct this renewal inspection based upon some previous apartment damages caused by Ms. [redacted]. Another Walking in on me in my apartment while I was taking a shower at 10 am in the morning. They said they were coming to do a required yearly section 8 inspection, but no letter was left making an announcement. Section 8 Apartments regulated by Rochester housing authority also requires a yearly apartment inspection before they will renew a lease. Section 8 had notified Rustic Village and Ms. [redacted] of the date their inspector was coming to Ms. [redacted] apartment. A member of our maintenance staff always goes over to do a pre-inspection before-hand to make sure that the apartment is in a passing condition a few days before the inspector comes. We have been doing this for years for all residents that are on Section 8. [redacted], our Resident Services Coordinator, notifies each resident by phone when we will conduct the inspection and why. The maintenance man said it was because he was doing my mothers (another apartment) inspection so he thought he could perform one for my apartment with no problems. I was not notified. Barbara [redacted] called back to tell me" its not his fault and the lights were off in your apartment" Wayne immediately came to my office to let me know what happened. I called Ms. [redacted] right away to explain what had happened. There is still no phone message regarding this visit, and that is not the way they announce, 2nd... the maintenance people should not enter my apartment without notification. I am 31 year old female with a female child. In no way is it okay even if my lights are off. Wayne, our maintenance tech. for that building went to Ms. [redacted]’ apartment to perform his inspection. He rang her doorbell before entering the building. He then knocked on her door several times, there was no answer. He then opened her door slightly, there were no lights on in the apartment and yelled “maintenance,” at which point Ms. [redacted] yelled to get out of her apartment. It can be a traumatizing event. Intentional or not, it could have been avoided by applying the right principles. Barbara could have done damage control by apologizing but instead chose to remain indifferent. I did apologize to Ms. [redacted] several times and, explained that we were there to do a section 8 housing inspection which they require each year before they will renew her lease. I also explained that [redacted], one of our office staff, had left a detailed voicemail explaining the appointment. Ms. [redacted] said that she had not received the voicemail and that we should have sent an official letter. Based upon this conversation, effective immediately we have changed our policy to inform all of our residents of inspections by letter and a follow-up by phone call I then asked her if it would be okay if our facilities manager could come over to do the inspection, she said that that was fine and the inspection was completed. Desired Outcome/Settlement Desired Settlement: Other (requires explanation) That the machines are observed and corrected to fair use for tenants. Rustic Village is currently in a program to remodel all of the laundry rooms and install 2 sets of upgraded commercial laundry machines throughout each of the 170 buildings we have here. Ms. [redacted]’ building was completed in mid-April of 2016. (8 apartments share 1 laundry room, each laundry room contains 2 commercial washers and 2 commercial dryers) All calls from building 225 concerning the laundry machines: 1- 4/20/16 9:11 AM - Ms. [redacted], apt #1 called the office to say that the dryers were not drying. It took her $6.00 extra to dry her clothes and even then they were not completely dry. She had already taken her clothes out of the machines and put them away, so our staff tested the machines and reported that they were working properly. 2- 4/25/16 Ms. [redacted]’ Mother, Apt #5 called to say that she had to wash her load of clothes twice today and they were still not clean. When our staff arrived, there were no clothes in the machines to check. Therefore, we tested the machines and they were working properly. 3- *5/14/16 8:09 PM - Ms. [redacted], apt #1 called for washer not working properly. We found that the machine was overloaded (as described in incident above). 4- 5/16/16 6:50 PM - Ms. [redacted], apt #1 called to say the washer on the bottom right does not clean her white socks. She said they stink and that she lost $2.00 in the machine and she wants another wash. We then re-started the machine for her. 5- 5/27/16 – Apt. #1 called to say that the washer was not washing properly. Our staff went over and re-started the machine for her to wash her load again. 6- 6/7/16 7:08 PM - Ms. [redacted]’ Mother, Apt #5 called our Manager, Linda [redacted] to say that she wants someone to come over at 7:30 tonight so that they can see how much laundry she puts in the washer. At 7:30 our staff went over to see that both washer drums were 2/3 full. We never heard back that there was a problem. 7- 6/16/16 - Ms. [redacted]’ Mother, Apt #5 called to say that the washer did not spin out the clothes properly. When our staff arrived, they found that the washer was still in use with 7 minutes left. The resident stated that this is the second time she had to wash the same load because they were still too wet after the first wash was completed. Our staff told the resident to please call us to check the load if it has not spun out the clothes properly, so that we may check the clothes and properly access the problem with the machine. This will help us determine what repairs may be needed. She has not called back concerning this problem. That my funds of $6.00 is restored to my laundry card. That Barbara [redacted] undergo investigation, audit for a solid month of all her interactions and transactions with tenants, future tenant prospects and that she is required to take an ethics and discrimination training to update her management and people skills. You don't accuse tenants. Ms. [redacted], as a courtesy, will be given a laundry card with a $6.00 credit. Complaint Details Nature of Complaint: Customer Service Issues Date Problem Occurred: 5/29/2016 12:00:00 AM Date(s) Complained: 5/29/2016 12:00:00 AM 2/28/2016 12:00:00 AM Purchase Date: 5/29/2016 12:00:00 AM Salesperson: None Provided Complaint Details (cont.) Product/Service: Laundry/ Maintenance Model #: None Provided Account #: None Provided Order #: None Provided Purchase Price: 2.0000 Payment: In Full Credit Card Disputed Amount: 6.0000 Communication / Message History Complaint Details Rustic Villiage Maintenance has been resistive to look into and handle problems with the laundry room equipment. The maintenance workers give hefty attitude and disrespectful remarks before looking into the actual problem about having to come restart a machine where the clothes have not been adequately washed although paid for and started by resident. Issues with the machines have been unresolved. Barbara [redacted] and maintenance workers have insisted nothing is wrong with machines as far as blaming the residents in unethical ways. Maintenance Male worker told writer specifically, "There are no other complaints in the whole complex. Just this building. You should prewash your clothing before putting them in the washer." Previously a maintenance workers said, although the machines say high efficiency and are more expensive, you cannot put many clothes in" I have followed this rule making sure to only fill the washer machine less than half way but clothes still come out dirty. Water regulation may be an issue, writer suggest. However writer, the resident, work in Health care, exposed to Pathogens and bio hazardous material. Therefore, It is believed that request are sufficient are just and all oppositions against me by the Rustic Village Management, including Barbara [redacted], are unfair, and even down right disrespectful. I have applied their techniques as they suggest for washing and there is still another problem. I have been prewashing my clothes as suggested by one of the Male Maintenance workers before using Rustic Village Washers. I do not believe I should have to tug around my clothes and spend an hour before I can wash and dry them just to get one cleaned and dry load of laundry when it cost $4.00 per load and you must wash small amount of clothes. So far $6.00 have not been reimbursed back to me and I have made a request. Barabara [redacted] makes unpleasant calls and speaks down to tenant, writer and always accepts no responsibility for poor quality of machines or workers who give information that is derogatory and passing blame to residents. It is also believed that Maintenance has done other suspicious tactics and misuse of their authority, such as canine apartment search saying it was because I am a student. I never notified them of me being a student. Another Walking in on me in my apartment while I was taking a shower at 10 am in the morning. They said they were coming to do inspection, but no letter was left making an announcement. The maintenance man said it was because he was doing my mothers (another apartment ) inspection so he thought he could perform one for my apartment with no problems. I was not notified. Barbara [redacted] called back to tell me" its not his fault and the lights were off in your apartment" and that she left a phone message. There is still no phone message regarding this visit, and that is not the way they announce, 2nd... the maintenance people should not enter my apartment without notification. I am 31 year old female with a female child. In no way is it okay even if my lights are off. It can be a traumatizing event. Intentional or not, it could have been avoided by applying the right principles. Barbara could have done damage control by apologizing but instead chose to remain indifferent. Desired Outcome/Settlement Desired Settlement: Other (requires explanation) That the machines are observed and corrected to fair use for tenants. That my funds of $6.00 is restored to my laundry card. That Barbara [redacted] undergo investigation, audit for a solid month of all her interactions and transactions with tenants, future tenant prospects and that she is required to take an ethics and discrimination training to update her management and people skills. You don't accuse tenants.