I just received your letter today, August 15, verifiable by the postal
employee
On Thursday, July 31" the gallon water heater In apartment *** busted and went down into apartment *** the complainant called the emergency maintenance line at 1pm, by 2pm Superior Carpet Cleaning was present and extracted approximately gallons of water from complainant carpet
Professional fans supplied by Superior were placed in the unit and ran 24/thru Monday 8/4/Carpet was cleaned and deodorized on Wednesday, August 61h
On 8/4/complaint's mother called me and states "they can't live there" and can they transfer? I told her I would transfer them and I had an apartment ready
Tuesday, 8/5/complainant called and doesn't want to transfer she would just like to moveI tried explaining to complainant that in water restoration the MOST important process is the "drying out” with the professional fansWater does not hit surfaces and immediately create moldMold becomes present when water is standingI also told complainant that I would have Superior Carpet Cleaning come out and test the walls with a moisture pin, which detects any moisture in the walls and ceilingsIn her complaint she states she asked and I refused, incorrect
I told her she would be responsible for September as her lease is up 9/30/
Now I will admit that I got busy this week and I didn't call complainant about crediting her for the days that she felt she couldn't live there and also a credit when she receives her Duke energy bill to review usages, but that was and is my intentionI will take responsibility for the communication breakdown, however, the office was only called twice by the complainant, the emergency number was always called so I thought it was being handledI should have personally called herI haven't heard from her so I thought they cleaned the carpet on Wednesday, August 6th and she was satisfied
She states the "apartment staff has never been good at working with us" I haven't spoken with complainant but a few times and there were no issues
In closing I offered to transfer complainant on 8/4/in good faithAll water was extracted within hour of the leakEverything was completed by a professional, Superior Carpet Cleaning, so a 3'party has been involved since one hour after the leak
Please let me know how to further proceed, this is my 1st letter by the Revdex.com personallyThanks for your respond and helpI am willing to work with complainant; however, the process of her extraction was correct and prompt
Suzanne M***
Acting Manager, Ashley Oaks Apartments
765-448-
***@igcre.com
I just received your letter today, August 15, verifiable by the postal
employee
On Thursday, July 31" the gallon water heater In apartment *** busted and went down into apartment *** the complainant called the emergency maintenance line at 1pm, by 2pm Superior Carpet Cleaning was present and extracted approximately gallons of water from complainant carpet
Professional fans supplied by Superior were placed in the unit and ran 24/thru Monday 8/4/Carpet was cleaned and deodorized on Wednesday, August 61h
On 8/4/complaint's mother called me and states "they can't live there" and can they transfer? I told her I would transfer them and I had an apartment ready
Tuesday, 8/5/complainant called and doesn't want to transfer she would just like to moveI tried explaining to complainant that in water restoration the MOST important process is the "drying out” with the professional fansWater does not hit surfaces and immediately create moldMold becomes present when water is standingI also told complainant that I would have Superior Carpet Cleaning come out and test the walls with a moisture pin, which detects any moisture in the walls and ceilingsIn her complaint she states she asked and I refused, incorrect
I told her she would be responsible for September as her lease is up 9/30/
Now I will admit that I got busy this week and I didn't call complainant about crediting her for the days that she felt she couldn't live there and also a credit when she receives her Duke energy bill to review usages, but that was and is my intentionI will take responsibility for the communication breakdown, however, the office was only called twice by the complainant, the emergency number was always called so I thought it was being handledI should have personally called herI haven't heard from her so I thought they cleaned the carpet on Wednesday, August 6th and she was satisfied
She states the "apartment staff has never been good at working with us" I haven't spoken with complainant but a few times and there were no issues
In closing I offered to transfer complainant on 8/4/in good faithAll water was extracted within hour of the leakEverything was completed by a professional, Superior Carpet Cleaning, so a 3'party has been involved since one hour after the leak
Please let me know how to further proceed, this is my 1st letter by the Revdex.com personallyThanks for your respond and helpI am willing to work with complainant; however, the process of her extraction was correct and prompt
Suzanne M***
Acting Manager, Ashley Oaks Apartments
765-448-
***@igcre.com