Aimco

Hello [redacted], I appreciate you bringing these concerns to my attention. Your service manager is in process to get your sliding glass door replaced. Once this is done the carpet in front of your sliding door will be repaired as well. We are working to address the trash issue on a daily basis and we...

do fine the residents once we catch who is leaving trash outside of their apartment or in front of their door on non pick-up days. If you continue to see ants, we ask that you submit a service request which will trigger the pest control process. Thank you for your patience while our team is working to address these concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello [redacted], I’m very sorry to hear about your concerns regarding your neighbors and your move-out. There are no activity notes listed in your account regarding any issues you may have had with neighboring apartments. Our Regional Manager, Tyson, has recently been in contact with you regarding...

this complaint so that we can obtain any documentation from you that would be helpful in coming to a resolution for you. Unfortunately, the current set of documentation that you have provided does not make any case to remove the charges on your ledger. Tyson has requested additional documentation as there was an email referenced in the email chain that was provided to him. We are currently waiting additional documentation for our final decision. Please provide this to Tyson so that we may review further. Thank you for your time and patience.

Complaint: [redacted]
I am rejecting this response because:The document that she is presenting is the same one that I shared with her, it displays future automatic payments never previous set up automatic payments. Like I stated a dozen of times, I set it up the automatic payment; your system failed and did not deduct the payment from my bank account. I noticed that on 12/4 that is the reason that I did a manually payment and contacted [redacted] (lease/customer service) the same day. Complaining about why the system did not work.  I am aware that a lot of companies and managers make a big percent of their income thru late fee and inflated charges; I thought that his company was better, I guess I was wrong.This is the email sent to [redacted] on 12/4/2016 [redacted]
[redacted], I set up automatic payments on 11/5/2016. It was set up for the 1st of each month.  I checked my bank account this morning and did not go thru, so I logged into the account and I saw that still have a payment due. So I have 2 questions: -        What is wrong with your automatic payment system? I know I set it up last month to prevent the payment of your very expensive late fee (about 10% of the monthly payment). -        I set it up an automatic payment AGAIN, but I guess I have to watch it if goes thru, so what is the reason of setting up an automatic payment if I have to watch if it goes thru?As you can see, I am very frustrated with your system. I do automatic payments in a lot of other accounts and your system is very frustrated. I am used to that if I can see the : your Schedule payment of so and so is schedule to be paid this date it happens.  Maybe because you change the amount it messed up the schedule payment settings? I do not know, but this time I am not willing to pay a late fee and I am requesting that late fee to be refund to my account.You provide an excellent customer service, one of the best I ever have, but the payment system could be improve a lot.  Let me know if you need a good programmer to set/fix  that system; I can find one for the job.Last month I agreed that I made a mistake on the date that my payment was due and I paid the late fee because that was my mistake, this time, was not my mistake. I set up the automatic payment, got the message that payment was schedule for next month  and I assumed that your system works, and it usually does (in other accounts that I have) but not with this account/system.Thanks for your help and time  
Sincerely,
[redacted]

Hello [redacted], Thank you for allowing us the time to review this. We have credited your account in the amount of $340. Thank you and we apologize for any inconvenience this may have caused you.

Initial Business Response /* (1000, 5, 2015/07/29) */
Hello [redacted],
After further review and discuss with your Community Manager, [redacted], we have come to the decision that all of your charges are correct. We did reduce your early termination fee (as you already knew from receiving the revised...

Bill from Dan in the amount of $930.29) because we were able to relet your apartment. This amount was reduced to one month of what your current rent was. According to your lease, this was a fee due to breaking your lease, not for rent of the unit. I appreciate the chance to address this and I thank you for your patience.

Resident was locked out of our resident portal for her 2nd NSF. She was advised that all payment would have to be mailed out until the end of her lease and the she would need to take in to account delivery time. Her payment was mailed to the overnight address but overnight postage was not paid. She...

stated to the rent team that it was sent on the 31st but told me that it was sent on the 27th. I am not sure exactly what date her payment was mailed. It was received on the 3rd of the month. The resident was advised by and rent and site teams that the fees were valid. She disagrees because she feel she should not have to pay to pay her rent. I explained that this is only they case because of the NSF during her lease term. Attached is a copy of her activity notes.

Initial Business Response /* (1000, 5, 2015/10/07) */
Hello [redacted],
I appreciate the opportunity to review this for you. I have attached the invoice that we have received from our vendor, [redacted] along with the work order from the day they were there. The documents from...

[redacted] show that the countertop refinish took place on 6/24 and that we were billed for this on 7/3. The purchase order that you are referring to (attached) is not indicative of when the repair took place but it rather shows the date that we approved work to be done. The charges for your counter top finishing will still stand. Thank you for your time and patience while we reviewed this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I requested my deposit back, I was provided with photographs that did not show need of countertop glaze so I demanded more evidence and I wanted to see the damages in the actual apartment. However the property manager stated that the glaze already occurred (This was on June 25, 2015). So instead, I demanded evidence that the glaze actually occurred by June 25th in a form of a purchase order. I was given falsified evidence, a purchase order with countertop glaze dates, which occurred prior to moving out and being charged (attached). I received falsified evidence from both Riverside and from the regional manager. When I confronted the regional manager, I received another purchase order (attached). And now you are attaching yet once again, another fake purchase order.
Final Business Response /* (4000, 9, 2015/10/30) */
Hello [redacted],
We have in no way provided you falsified documents. It seems that you are mistaking a purchase order for an invoice. The purchase order was an internal document that only stated that there were damages that we were planning to address; the invoice was the documentation showing when the work had been completed. We had completed a pre-move-out inspection on May 5th, which is the time that we became aware of the counter top damages. The purchase order was created on May 6th, for internal usage, to show that we were planning on scheduling the repairs. This purchase order was for planning purposes only and in no way implied that work had been completed on these dates. You had then moved out on June 21st (after your original, expected move-out date). The work had been completed on June 23rd (please refer to the invoice). Thank you again for the opportunity to clarify this for you.

Initial Business Response /* (1000, 6, 2015/12/22) */
Hello Mr & Mrs. [redacted]
I'm very sorry for the frustrations you've had in addressing this. Our team has been in contact with the collections agency, R D [redacted] and explained this oversight to them. It has been confirmed that the account has...

been closed and all negative marks have been removed as of 12/17. Thank you so much for your patience while we have resolved this.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for resolving this.
Of course you make no mention of any plans to resolve the basis for the complaint, that being the backwards way you operate your billing system, or the lack for official documentation when entering into payment agreements via your company...

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello [redacted],
I appreciate the opportunity to address this. We have removed the painting charge and revised your Final Account Statement to show this. Your Final Account Statement now shows that you only owe $130.00 for apartment cleaning and...

$100.00 for carpet cleaning. With your deposit of $300.00 and Welcomehome ACH payment of $150.00, less the $230.00 of cleaning charges, you will now be receiving a total refund of $220.00.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/17) */
Hello [redacted],
I appreciate the opportunity to address this for you. Unfortunately, we will not be able to waive any of the charges you have incurred. Per your lease agreement, you have been charged a 60 day notice fee of $2,758.00 for not...

providing any notice of your intent to vacate and you were also charged a termination fee of $1,379.00. These fees cannot be waived as you broke your lease agreement.
There are no records in your Service Request History that show any calls or requests in regards to flooding or water damage. Upon your move-out inspection, there was no indication of water damage. Therefore, you were charged for only carpet and general cleaning, totaling $115.00. In your complaint, you had mentioned that you had caused damage to your counter surface, and per your lease agreement, you are required to pay for repairs necessary to restore your apartment to move-in condition. Therefore, we will not be able to waive this fee.
I checked with our team as to why your Final Account Statement (FAS) showed your move-out reason as "acquired a pet" and we have now adjusted it to show "skip."
Once again, I'd like to thank you for your time and patience with this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave notice on July 8 of water damage to my belongings. The original damage occurred when I was out of town, and it was not until FURTHER flooding occurred that I realized what had happened, moved my furniture, and saw that the carpet was wet underneath.
Colorado state law provides that it is the LANDLORD's responsibility to keep water from entering the premises. At best, your argument only applies until July 8, when I did give written notice. At that time, I could have been offered a different dwelling but was not. As of August 8, when I took further photos of the water damage, repairs had not been completed. I had requested that I be moved to a different unit and the request was denied.
CO law does require written notice, however, it does not specify that a specific tenant must give the notice. [redacted] notified tenants of the repairs being made while I was out of town, but DID NOT notify me that any flooding or possibility of damage had occurred during the repairs to the hot water heater, nor were tenants notified that there would be further hot water outages at the end of June or beginning of July.
Even if your argument was valid, which it is not because you all had, YOURSELVES provided notice of hot water damages and at least those doing the repairs would be aware of flooding, your argument only stands to July 8, WHEN I NOTIFIED YOU IN WRITING!
At that time, you had the right to offer me different lodging which you declined to do, and when I verbally requested that you provide me with a different unit, you declined. TO THIS DAY MY BELONGINGS ARE STORED ON THE PREMISES. YOU HAVE REPEATEDLY DECLINED, INCLUDING DURING THE COURSE OF THIS Revdex.com INQUIRY

Complaint: 11108789
I am rejecting this response because:None of items, two chairs and baby seat, that your photos shows are bulky. Removing 2-3 (or 4-5) items can’t come to $90. If your representative would have told me that the additional $90 is for removing 2-3 chairs I would have moved those to the trash area myself. Can’t believe I am charged $90 for moving few chairs given that I have already been charged $150 for cleaning. Yes the apartment was still mine till 12/31/2015 but I didn’t use the utilities after 11th Dec. So why should I pay for utilities when I am not using them? Your agreement says I am responsible for utilities for the time I occupied the apartment. You are breaching your own agreement.Share with me your calculation of the “cost of reletting” and prove to me that the cost of reletting is more than one month rent. Also I just looked into the riverclub website and my old apartment is not listed in the available apartments. Why is that so if it has not been relet? In fact my apartment is off the website from end of Dec 2015. Are you saying that even though the apartment is vacant for almost 3 months you guys have not advertised it for relet? If so, why? Also as per the original agreement the relet charge CAN NOT be used as a lease cancellation fee or penalty. Please refer to section 2D of the original lease agreement that I signed in Sept 2011.  So by asking me to pay one month fee as Relet charge is like contradicting your own legal agreement.  Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/23) */
Hello [redacted],
I have reviewed this matter with our Community Leadership Team and we will be able to remove the charges for the vinyl floor and for the carpet cleaning. The $110 cleaning charge will stand. This cleaning charge was applied to many...

areas of your apartment that required cleaning and not just the burner that you had mentioned. I have attached photos that document some of the areas that required cleaning. Thank you for your patience while this has been addressed.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me the $203 back from the vinyl flooring. I still do not agree with the cleaning charge of $110 but I will just forget about it as of now since they did give some of the money back they took from me erroneouslay.

Complaint: [redacted]
I am rejecting this response because: AIMCO's response simply reiterated what I was complaining about. They did not address the complaint at all. They just referred to the lease agreement and referenced the specific section to read but avoided the complaint details or...

request completely. The corporate office has continued to refuse to contact me or return messages or answer the phone number listed on the Revdex.com web site. The only representative that I have ever spoken to is no higher level than a collections clerk who refuses to transfer me to a supervisor or manager and repeatedly states no one else can help me. How can AIMCO blatantly just refuse to communicate with a customer and force them into collections or legal matters? How is it possible that this business has an A+ rating with so many documented complaints and negative reviews? This is completely unacceptable. I will report AIMCOs negative treatment of military veterans and federal employees on [redacted], and I will forward details to [redacted], and local news stations. I will also spread the word to all my colleagues in the Federal workforce and in the [redacted] of their unacceptable treatment of my issue. I will file a complaint with the State Attorney General.
Sincerely,
[redacted]

Initial Business Response /[redacted]/
Hello [redacted],
We have credited your account for the $1000.00 money order and we are posting it without the $10.00 convenience fee. We have reversed the $10.00 convenience fee from May as well. You now have a credit for $1,316.00.
Thank...

you for your patience with this.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution because the company was in the wrong and the way the situation was handled by them was wrong, the fact that they double checked when I first asked them and didn't find the money until I submitted this complaint was wrong. The fact that this is the second time I have had to submit this type of complaint regarding this company and money which I had sent them yet they said they did not have is wrong. The way my family has been treated by this company since we moved in is disgraceful the fact that I have had to endure unneeded great amounts of stress from this matter along with others from this company is unimaginable that we have had to recieved two eviction notices in error on the compnay part since we moved in is rediculous, the fact that it took this compnay almost an entire month to fix any of the issues on the move in inspection list was disgraceful and wrong. I also believe that since these issue continue to occur that as soon as my family is able to find a new residence that we should be allowed toI've without paying the fee to break the lease since it is the fault of this compnay which we need to mkve, due to all of the awful way we have been treated and all of the issues that have continued to happen since we moved in in error on this compnay side. None of what has occured was the fault of my family yet we have suffered through the stress and emotional upset over all of these issues. Which seem to keep happening in particular to my family. This is not the way an apartment complex should be treating their loyal tenants who pay them in full every month and pay such an expensive price in rent for the cheap out of date apartments which the rent then treat their tenants awful.

Complaint: 11136013
I am rejecting this response because:[redacted], the former manager, made a verbal agreement with me, the same agreeeent that was offered the previous year, authorized by [redacted].All AIMCO has to do is contact Faith. That's not too much to ask. It isn't my fault that she is no longer employed by AIMCO.She is alive, and she has a phone number. I think she would confirm the verbal agreement. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is the responsibility of the apartment complex to provide a safe, habitable living space and my home after April 15 was not safe for me to live in. The air quality of my home was not checked when I was a resident, even though I complained several times of the toxic fumes that I was experiencing. I have multiple medical records reporting my condition as a result of the fumes I was experiencing. I've had to incur many expenses because I was forced to move to preserve my health.  Since I have moved from my apartment I no longer have breathing difficulties which is only as a result of no longer experiencing toxic fumes on a daily basis. I do not understand why the complex did not take the action to have the air quality of my home tested and contact the authorities to investigate my neighbors with my cooperation and input while I was a resident. The only response I received from management and maintenance was that they could not smell the fumes. There are a number of toxic fumes that do no have an odor. Very little attention was given to this matter by the complex and Aimco management. My health was at stake and I was shown very little concern.
Sincerely,
[redacted]

Hello [redacted],
I'm sorry to hear of your frustration from being charged for not providing the full 60 days notice of your intent to vacate. Unfortunately, we will not be able to reverse the late fee. Your lease agreement clearly states that we require a 60 days notice to vacate and outlines the...

associated charges you can expect for not fulfilling this. Thank you for your time and patience while we have reviewed this matter.

Hello,    Attached is the initial inspection report upon move in of this unit dated for 5/31/16. You will see in the problem areas including the bathroom and the bedroom closet both have issues described. The paint at the bottom of the wall in the bathroom was already bubbling because of the moisture/mold previously existing within the walls. In the closet section of the report, I clearly wrote that there were brown bubbles on the baseboard of the bedroom closet wall that had been painted right over top, later in which the growing spores began to chip the paint away. This report was handed in on time with issues reported to the staff member who received it. At this time, it was photocopied (AimCo possesses the original) and filed into a cabinet never to be mentioned again.   Regarding my first service request (submitted 6/24), there was no mention of any sprinkler involvement in these issues. Your maintenance technicians came and caulked the outside windows and siding of the unit, claiming that there was water leaking in from a hole in the gutter/drainpipe going down the corner. According to your maintenance staff, the reported leak coming from under the bathtub into the bathroom was coming from the bathroom fan due to "a cover that had come loose".  The initial solution that your technicians proposed for the drenched carpet at this point was to point a small box fan (of my own) propped up against a dumbbell (again my own). While this did nothing to dry the carpet, the bedroom couldn't have any furniture inside it rendering the room completely useless without ruining furniture. The box fan/dumbbell stayed for over a week with no effect, and the moisture in the carpet began to smell. Eventually on 7/5/16, a dehumidifier and fan of your own was placed into the unit. These stayed another few days running 24/7 on my electricity until the carpet was dried.    The carpet was soaked again on 7/09/16 in the same exact spot as before, in which another service request was placed. This time the amount of water was larger than the first time. You had claimed that a different sprinkler (not the same as the original leak) had burst, yet the water had not come from any differing locations, as it remained in a consistent spot. Another fan was brought in to dry out the carpet/padding. At this time outside of the unit where the sprinklers were located, the ground did not appear to be disturbed as if someone were to have dug up a sprinkler. A video later taken on 08/03/16 shows both sprinklers located on the wall where the issues were emanating from clearly shows undisturbed ground weeks after this service request was closed and deemed fixed. There were no individuals that came to the apartment to do an official inspection allowing the unit to be deemed habitable, considering the bubbling paint and mold growing since 5/31/16.    Another service request was placed on 8/4 after returning late at night on 8/03/16 from being out of town for a few days. At this time, before entering the unit, the video referenced earlier was taken showing the sprinklers again leaking a significant amount of water into the unit. Both of these sprinklers at this time have been, according to AimCo, fixed previously. Rent was withheld for August, as the product being offered had been faulty since move in clearly stated by the issues in the move-in report that had still gone unfixed. This was on top of the (verbal) statements made to me by your staff claiming that there would be compensation for the fact that the bedroom had repeatedly been unusable during all of these issues. I was placed in a hotel for 4 days (8/5-8/9) while things were supposed to be getting fixed. As I returned on 8/9, there were holes cut into the bedroom closet and bathroom wall (will provide pictures). I requested at this time to have a copy of the certification stating the unit was habitable to be given to me for my personal records. This was not done and was not produced until asked again in an email weeks later (while your staff had shifted the blame saying it had been sent). The holes were large enough to the point where a small human could crawl through the walls of the unit from the bathroom to the bedroom closet. This is how they stayed for nearly THREE weeks. On 8/26/16, a crew finally came to repair the walls. However, they did nothing about the carpet. I am more than happy to provide pictures from the time problems began up until the day I moved out.   I offered to pay a partial payment for August which was more than fair considering the lack of professionalism and integrity displayed by your organization throughout MONTHS of poor communication, false promises and dodging of responsibilites. Then I was threatened with a lawsuit by a crudely taped piece of paper on the door of the unit. Multiple times I asked to be relocated to a unit of similar layout and size/price that actually was in habitable condition. Both of these attempts were denied by your company.  I was then told that I could move out on 8/29 as long as I had turned my keys into the office by 10AM. This was done even under absurdly short deadlines imposed by your company. I was in contact multiple times with your office stating that your lack of communication with me after the keys were handed in was consent of the agreement to dissolve the lease. Two separate communication attempts were made, in which both were ignored by your community manager, [redacted]. At this point, blame again has been shifted to myself although the problems still had not been completely resolved until the day I had moved out of this "home".  It was implied by [redacted] that if I had vacated the unit by 8/29 that we were amicably parting ways until I received a bill for nearly $5,000 even after being essentially forced out of the unit before the end of August.   Sincerely,   [redacted]