3 Points Properties

There is mold in the apartment that I reported that damaged all of my belongings.I reported that there was mold in my apartment beginning in October, 2015, and the apartment was negligent and never took care of it. The air conditioning in my apartment also did not work, and I reported that as well. I left for an internship for two months and came back to find my apartment covered in mold, and all of my belongings ruined. I do have renter's insurance, but the renter's insurance does not cover for mold. The apartment complex at first told me that they would take care of it, but now are saying that they will not because it is not their responsibility. They claim that most of my items are cleanable, however have not hired a mold expert to check. My insurance agent told me explicitly that everything in the apartment would have to be replaced.Desired SettlementI would like for 3 Points to pay for all of the items that were damaged due to their negligence.Business Response Unfortunately, this complaint is not 100% accurate. We entirely agree that this situation is unfortunate for all involved however we disagree that we are responsible for replacement of these items. We believe that we have been more than understanding and accommodating given the situation. Yes, The resident is correct and did in fact report a leak and then shortly thereafter mold from the leak on the ceiling in this apartment back in October/November of 2015. These issues were repaired and therefore work orders were closed. It appears there was another leak that occurred in January that was also repaired and closed out. There was never another mention of a leak or mildew until after she returned from her two month stay away from the apartment (08/12/2016). She renewed her lease right before she left as well (05/27/16); indicating there were no present issues at the time of her departure. It wasn't until she returned to the apartment that we knew of anything being wrong while she was gone. She did not inform anyone that she would be away from the apartment for as long as she was. In regards to the AC, we do not have record of there ever being an AC work order entered the entire time she lived there. Ultimately, we feel as if we have done our absolute best to take care of her and her belongings. We have transferred her to a brand new bigger apartment at the same rate as her old smaller apartment given. We also replaced her mattress, mattress pad, pillows and even had all of her clothes professionally cleaned and sanitized. Upon our initial conversation regarding the situation, Miss [redacted] stated that she was most concerned about these items (mattress, mattress pad, pillows) and also her couch and dog food that had been exposed to the mold. At that time, I instructed her to please get a list of the things that had been damaged (those not able to be cleaned) and we would do our best to either get these items cleaned or replaced if need be. Again, the items discussed were only the mattress/pillows, couch, and dog food items. Over a week later, when I received the list of what was to be replaced/cleaned it was nearly every item in the apartment she was requesting replacement of (i.e. dog costumes, harness, cans of hairspray and nail polish etc.). We felt as if we had been more than accommodating and simply were completely unable to replace every item she was requesting. We have already spent an estimate of 2,000 dollars on the items we took care of immediately for her comfort. Simply, our lease very clearly states that we are not responsible for personal belongings not even in a drastic situation such as this (i.e. also in the event of earthquake, fire, theft etc.). We have made all repairs to the best of our knowledge. It wasn't until she returned from her two month stay away from the apartment did we discover there had been another roof leak and also that the AC had gone out. We are sad that the situation has come to this; It truly was our intent 100% to keep her as happy as possible in her new apartment and to salvage whatever was possible. We've asked [redacted] to please be more reasonable with her list; even going so far as to point out that many of the items she had listed would be absolutely fine with a simple wipe down just in case (i.e. hairspray and nail polish). We provided her with information from the EPA with specific recommendations and proper protocol for cleaning items that had been exposed to mold in which you would find what we were asking for was and is an acceptable method. She refused to resubmit a list and is still asking that we replace all items. Again, this simply not an option for us even as much as we may have wanted to. Most importantly it not our responsibility to do so as stated in the lease. We feel as if we have gone above and beyond to rectify this situation and what is being asked of us is extreme. While transferring to the new apartment, [redacted] never signed her new lease on the new apartment, therefore she has informed office staff that she will be moving out as of the end of this month. We are allowing that she move out free of penalty even though we have worked very diligently to resolve her issues and retain her as a resident. We hope that you understand our position on these matters and would be happy to discuss this further!Consumer Response When I went to the office and signed my lease, the reason I would not do so electronically because I needed to negotiate the new rent price, as well as to speak with the manager, whose name was [redacted], about the issues I had been having in the apartment. The issues I addressed with him were the mold, as well as the AC outage. I specifically informed him that I would be leaving for two months, and asked him if I had to submit a written document stating this. [redacted] assured me that so long as I was not subleasing my apartment, I would be fine. He also assured me that my complaints would be taken care of. I am now aware that [redacted] no longer works at 3 Points.It is not my responsibility to ensure that my complaint is carried over to the company once an employee is terminated. It is not my fault that the manager, the person in charge, who assured me that the issues I was having would be resolved, was let go. The turn over rate of employees at this establishment is astounding, and leaves it's tenants floundering. No maintenance work ever gets done no matter how many time you report it. The only way it seems to be resolved is if you go into the office and talk to someone, who may not even be working there the next week. On top of that, they changed the electronic system that they use for maintenance complaints, and never sent me a tenant portal sign up until I had already spoken with [redacted] This means if I had any maintenance issues, I would have to go into the office, and they would be written on a sticky note and conveyed to the maintenance staff. A pretty convenient way for them not to be entered into the system. I had reported the AC outage, and had had a maintenance worker come out many times. One such night, October 7th, 2015, a maintenance worker by the name of [redacted] came and had to create screens for my windows, only after having to cut them open seeing as they were painted shut. This complaint was never entered into the system, however [redacted] was in the apartment attempting to fix the AC. The next morning, my mother and I went in and submitted a number of work orders in the office with a woman named [redacted], who again, no longer works at 3 Points. Additionally, I will repeat, that my insurance agent who came out and inspected the property warned me that the mold in my apartment was toxic, hazardous to health, and that every item in my apartment would need to be replaced. Ms. [redacted] assured me that this was not the case, and that their insurance agent had said that the mold was not toxic. I asked her multiple times to put me in contact with their insurance agent, or to give me the report that 3 points had received, which Ms. [redacted] could not produce. In addition to that, when she asked me to bag up my clothes so they could be cleaned, I was informed by [redacted] that they did not have a key to my apartment, so they could not drop off cleaning supplies, or pick up the clothes. If this is true, how could their insurance agent have gone and inspected the apartment? If they have had an expert out to check the mold, why are they unwilling to produce documentation or a report? At the beginning, the list we discussed were just the immediate items that would need to be replaced. I very explicitly recall Ms. [redacted] telling me that I would be given reimbursement for my couch, as well as my arm chair and dog food. On 8/25 at 5:36 pm I went to the office to have them make a copy of my key, as well as to inform Ms. [redacted] that there was mold in my coffeemaker, microwave, and toaster oven. She assured me those items would be taken care of. I am more than willing to re-submit a new inventory list, so long as I am provided with mold cleaner for the items that can be cleaned, and am assured that these items are not hazardous to my health.Final [redacted] Response Again, we do not feel as if this is an accurate complaint. In regards to the employee comments; We do not feel that it is pertinent to this complaint and in our opinion is rather inaccurate. Many of the staffing decisions she has mentioned were due to a multitude of reasons i.e. health, non-company related personal reasons and transfers to other offices. In the many conversations we've had regarding this situation this is the first I'm hearing of the complaint being given to [redacted] (who does no longer work with us; so it is difficult to say). Additionally, the system change she speaks of occurred in October of 2015; so all of the issues she claims to have encountered would have been documented in the system for the time frame in question regardless of such transition. We do in fact accept maintenance requests via phone, email or as this resident has stated there is also the option to enter them online themselves. Although this individual is claiming she was unable to access the system for work orders, this same system is used to pay rent, of which she clearly had no problems accessing as she did in fact pay her rent from February through August of this year utilizing this system. She therefore she did have access and her statement saying otherwise is inaccurate. In regards to maintenance, the account she has recalled for us of a maintenance tech name [redacted] is possible; if it were an emergency after hours call then this would have been immediately tended to. Which is exactly what sounds like happened here; that it was a call of which we immediately tended to. In regards to the insurance claims, the resident was never told that the mold was or was not black mold. We have had a mold certified contractor take a look at the unit so that we were able to get the needed information for our insurance purposes. There was never the intent to conduct a mold report; the repairs needed at this point are necessary regardless of the type of mold present in her apartment. We had purchased professional mold cleaning products from the very beginning of this situation and have offered them to her or to clean these items for her on multiple occasions; keeping in mind this was also done even though we are not liable to do such. I will repeat; when this individual inquired of a 'mold report' she was specifically replied to stating that we did not have a mold report but that onsite staff would ask upper management to ensure there wasn't anything additional we did not know of. We did not and we do not have a mold report for this unit and we did not speak on the nature of what mold was or was not existing in the apartment. Again, we provided EPA approved documentation that clearly states that given proper protocol etc. that items could be cleaned and safe rather than replaced. The moisture that was causing the mold was isolated to the ceiling; her items in the apartment were not wet or came into contact directly with mold. Again, we have already spent well over two thousand dollars replacing the items we already have and cleaning her clothes professionally. The list that has been submitted totals nearly 4,000 and includes full priced prices on things that have been used (ex. tea bags, pet shampoo)/needn't be replaced to begin with (hairspray cans, nail polish)/easily cleaned(any hard surfaced items and/or cloth material). Resident has submitted notice that she will be vacating her new apartment the end of this month; we are willing to entertain a new list but can not guarantee that we will make any further replacements. We will however be more than happy to provide whatever amount of cleaning products she feels is best to take care of the items in question! We look forward to working with you further to resolve these complaints! Thank you.

Ever since my fiancee and I have moved into an apartment owned by 3 Points Properties, we have experienced nothing but continuous maintenance issues. It started on our move in date on June 30, 2015. We gave 3 weeks of prior notice to the company that we were moving in on that date. The day we arrived, the place was a complete disaster. There were appliances sitting in the middle of the living room floor that had not been installed and the place was filthy. It took maintenance 1 week to install both the dishwasher and the washer/dryer. In the kitchen, there were no cupboard doors (took 3 months to replace) and the maintenance workers in charge of painting did not clean up after their mess (we found numerous cigarette butts in our apartment). The dishwasher was not properly installed and a spark blew and the appliance came off the hinge and tilted (this took several days to repair). There was a low electric hum coming from multiple outlets in the kitchen (none of them worked) and originally maintenance said it was fine. When a private electrician came to fix the issue, he said the fuses and circuits were out of code. Our oven stopped working during the holidays and had to be replaced. There is constant stagnant water sitting under the water heater (busted pipe) that has yet to be repaired. Recently, both the upstairs apartment and mine had pipes clogged. This resulted in a horrible leak from the upstairs unit that completely saturated our kitchen ceiling. Most of these maintenance issues could have been resolved had this property received regular updating, maintenance, and proper handling of issues before they resulted in further damage (which we have seen the brunt of). Had equipment been properly installed and other minor issues handled properly, many of these issues which pose a health risk could have been avoided. These issues have inconvenienced my fiancee and I as tenants and have put us at an unnecessary health risk.Product_Or_Service: Property