AIY Properties, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We will return keys to the property office managed by Kim R[redacted] upon receipt of payment refund credited to the account of the co-tenant [redacted] who made the final payment. This should be refunded to the account that it was paid from in [redacted]'s name, via ACH direct deposit. If the Company has any questions, please feel free to contact me directly by phone at [redacted].
Regards,
[redacted]

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:  In her complaint, Ms. [redacted] makes note of pest issues.  Regarding the drain flies, it appears this issue arose under previous ownership.  AIY learned of the length of time that Ms. [redacted] had been dealing with...

this issue during a conversation with her in June 2015.  At that time, two work orders had been submitted to us for this issue (AIY took ownership in April 2015).  We had a specialist inspect her unit and it was determined that a leak existed under the tub in Ms. [redacted]’s unit that was causing the issue.  At that point, we extended two options to Ms. [redacted].  We could transfer her to a new unit in the same building and sign a new 12 month lease or she could walk away from her lease immediately.  Ms. [redacted] chose to transfer to a new unit.  For the inconvenience of having to move, she was issued a $300 concession.  Since that transfer, all maintenance issues have been addressed in a timely manner.  From June – December 2015, there were no reports of bed bugs.  That said, on 12/7/15, a work order was submitted to have her unit inspected for bed bugs.  It was inspected the next day and no signs of bed bugs were found in the unit.  However, a follow up inspection and treatment were scheduled in two weeks.  Unfortunately, the exterminator was ill the day the treatment was scheduled so it was rescheduled for the following week (1/11/16).  Due to miscommunication between property staff, the exterminator entered the unit on 1/11/16 without Ms. [redacted]’s permission.  AIY apologizes for the miscommunication and for the fact that someone entered her unit without permission.  We recognize the importance of this issue and this has been re-addressed with the office staff.  That said, AIY did want to pursue the treatment of her unit.  Unfortunately, Ms. [redacted] refused extermination services.  The property office reached out to her several days later, but with the same end result.  However, on 1/18/16, we were given permission to enter the unit on 1/25/16.  An initial treatment was performed on 1/25/16 and a follow up treatment has been scheduled for 2/8/16.  AIY apologizes for the inconveniences caused over these various issues.  We take these issues very seriously and we are working to address them.  Further, it should be noted that we did offer Ms. [redacted] the opportunity to be released from her lease on her original unit (instead of being transferred), but she declined.  With her continued cooperation, we will work to perform the necessary treatments on her unit to resolve her current issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Information withheld during application process is a problem for me. AIY should practice truth with those seeking residency for their families.  Even with the final statement listed in their rebuttal shows they withhold information, in what seems to be a gain in profit of fees. If any applicant knows fully the process and what is being reviewed regarding their background, income or previous housing statuses. I'm sure the applicant would feel informed enough to decide on proceeding or walking away.AIY just like many other housing complexes have a criteria, and it's only fair for the applicant to know it fully. So having a sales rep who's only focus is to meet a status for the month is NOT ethical and quite unfair. For that, and the withheld information, I am requesting my application fee back in the amount of $40.I don't see the argument with withheld information, who falsified the truth for $40.
Regards,
[redacted]

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:In her complaint, the resident makes note of pest issues in her unit. In reviewing our records for thisyear, there are multiple instances where the resident contacted us regarding pest issues. On 2/29/16,her unit was partially treated. It...

could not be fully treated due to clutter in the unit. On 3/18/16, weconducted a building inspection and treated all units. On 4/4/16, we re-visited her unit, saw no activity,and noted the monitors were in place, but also noted the unit remained cluttered. The following week,on 4/11/16, we noted no activity during our visit. The tenant reached out to us at the end of June, andon 6/27/16 we saw no activity, but we treated her apartment. The next time we heard from theresident was the date she filed the complaint with the Revdex.com (7/28/16). As a result, we decided to do afull building inspection, which would be conducted by the manager of our third party pest controlservice. We provided all residents with a 24 hour notice letter stating we would be conducting a pestinspection and extermination in all units. This notice listed the steps each resident would need toperform to ensure the pest service could fully perform their duties (i.e. remove items from cabinets, pickup personal items from the floor, etc.). Most tenants complied with these instructions, however, thisresident did not. In talking with the property manager, the resident stated that she was not informed ofthese instructions. We apologize for the inconvenience this has caused the resident. We take pestcontrol very seriously and we have attempted to treat her unit every time she has contacted us. Thatsaid, to effectively treat the unit, the pest control service needs to be able to treat the unit every twoweeks (treatment schedule). Further, we also need the cooperation of residents with respect toassistance with clutter, preparing the unit for treatment, etc., otherwise, protocols cannot be followedand these issues can persist. We will continue working with the resident to treat the unit until the pestissues are gone. The next scheduled treatment will be in two weeks. If she has any further questions orconcerns, we encourage her to contact the property office for assistance.

Revdex.com Case # [redacted] Submitted by: *. [redacted]   AIY Response:   In her complaint, Ms. [redacted] is disputing her March rent being owed. Ms. [redacted] signed a 13-month lease, which has a lease term of 3/18/16 – 4/30/17. AIY requires 60 day notice prior to vacating, which would have been...

2/28/17. Ms. [redacted] gave her notice on 2/28/17, which met that requirement. By signing a 13 month lease, the 13th month of the lease is free to the resident, as long as the resident has paid all monthly rental amounts in full by the due date set forth in the lease agreement for the first 12 months of the lease term. If this is not met, the resident would be responsible for paying the 13th month of the lease (April 2017, in this case). This is communicated in the Addendum for 13th Month Free that is part of the lease agreement paperwork that is signed prior to move-in. As she points out in her complaint, she did not pay her March rent, which was her 12th month. By not paying her March rent, which she is obligated to pay, she forfeits having the 13th month free, as noted in the referenced addendum. We communicate all of this with residents at the time of signing their lease paperwork to try to avoid such outcomes. Ms. [redacted] signed these lease agreements, as well as the referenced addendum. Therefore, Ms. [redacted] is responsible for her March and April rent amounts, as well as a late fee associated with not paying her March rent on time. If she has any further questions, she should contact the property office and they can assist her.

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.  I would like to once again reiterate the fact that I appreciate the assistance and professionalism of the ladies mentioned in the original complaint (Danielle & Candace) and let them know that my intentions were never to "name drop" or get anyone in trouble. My issue was not with them. This is business. I have children that I have to think about. I understand the staffing issues, BUT I also know that residents are not given any grace period or understanding when the rent is not paid in a timely manner.
Regards,
[redacted]

Revdex.com Case [redacted]Submitted by: [redacted]AIY follow up Response:Per discussion with the property manager, all the necessary work was completed.  The drywall was replaced in the bedroom.  The mildew area was treated with a special product (also a stain blocker) prior to being re-painted.  The property office has not received any follow up calls regarding this matter (last work order was submitted on 6/29/15).  That said, if [redacted] has further issues or concerns, we encourage her to work with the property office so we can work to address them.

(The following was copy/paste by Revdex.com staff - LST)[redacted]In the complaint, Ms. R[redacted] has concerns regarding her lease.  On 1/31/18, she stopped in the property office to renew her lease agreement.  While discussing the renewal, it was learned that Ms. R[redacted]’s adult daughter lived with her...

in the apartment and needed to be added to the lease.  Upon learning this, the office informed Ms. R[redacted] that her daughter would need to complete an application.  The office had Ms. R[redacted] sign the lease renewal to ensure it was completed on time, while her daughter’s application was processed.  Her daughter’s application was not approved, however, due to the length of time Ms. R[redacted] had been a resident, management allowed her daughter to be on the lease.  On 2/12/18, the property manager spoke with Ms. R[redacted], as she had some questions on the renewal addendum.  She met with the property manager that evening for about 30 minutes so the property manager could go over her questions and break down her charges so she completely understood the paperwork and rental amounts.  The next day, 2/13/18, both Ms. R[redacted] and her daughter had an appointment at 12:30 to add her daughter to the lease.  The appointment right before their appointment ran over.  The property manager apologized for the delay and thanked them for their patience.  Ms. R[redacted]’s daughter became upset, and her frustrations continued even after their appointment began.  The agent, property manager, and the regional manager that happened to be onsite at the time, all attempted to answer the questions asked by Ms. R[redacted] and her daughter.  Her daughter ultimately decided not to be added to the lease.  As a result, the regional manager then sat with Ms. R[redacted] for 30 minutes in answering all of her questions.  It was explained to Ms. R[redacted] that since her daughter did not wish to sign the lease, she could not reside in the unit longer than 10 days per year.  Ms. R[redacted] was not satisfied with the information provided to her.  The regional manager, property manager, and leasing agent all attempted to explain to Ms. R[redacted] her new rental amount, as well as the illegal occupant policy.  The office believed that when she left on 2/13/18 that they had resolved all of her questions and concerns.  In light of this complaint, the property manager is more than happy to have another conversation with Ms. R[redacted] to ensure she addresses any further questions or concerns she may still have.  The property manager is available daily from 2pm-4pm for appointments.  We thank Ms. R[redacted] for being a resident with us and we look forward to answering any remaining questions she has regarding her lease.

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:  In her complaint, [redacted] speaks to the approach AIY has taken to address her concerns.  We received a call from [redacted] on 11/2/15 and the exterminator was able to treat her apartment that same day.  The...

intent was to bait the apartment and spray the entire perimeter.  According to our records, bait was laid out, but we were only able to partially spray the perimeter due to personal items.  We cannot spray over a tenant’s personal items.  That said, because some spraying did occur in the unit, we needed to wait two weeks before applying the next round of treatment.  A follow up appointment was scheduled for 11/16/15, however [redacted] was ill so that appointment has been rescheduled to 11/23/15.  We have also provided instructions on how to prepare the apartment for a pest treatment.  We apologize for the inconvenience this has caused [redacted].  AIY takes pest control very seriously and will continue working to resolve this situation.  We encourage her to continue working with the property office if she has any further questions or concerns.

AIY Response:  In his complaint, [redacted] notes the time it took AIY to address his maintenance requests for leaking that was occurring in his unit as a result of needed roof repairs.  Regarding the first leak in the summer of 2014, the property was in the process of...

transitioning maintenance managers.  That transition, along with the time needed to obtain approvals and schedule a roofer, resulted in the repair taking nearly three months, as [redacted] notes.  We did provide [redacted] with $100 rental concession towards his September rent as a result of these delays.  The second leak was reported in early January 2015.  Due to the severity of the weather this past winter, as well as the heavy rains in the spring, the needed roof repair work could not be performed during this time.  Our records indicate it was completed in June.  As a result of this extended inconvenience, AIY has made the decision to reimburse [redacted] for his final month’s rent, as was requested in his complaint.  AIY apologizes to [redacted] for the delays and the inconveniences they caused him and his roommate.  While some of the delays were out of our control, we understand his frustrations and provided the above noted rental concessions in response.

(The following was copy/paste by Revdex.com staff - LST)[redacted]In his complaint, Mr. [redacted] is frustrated with his perspective unit and is seeking refund of various costs associated with obtaining that unit.  Upon further discussions with Mr. [redacted], he has agreed to move into a unit at one of our nearby...

property locations.  He moved in this past weekend (10/28/17).  Regarding the fees (premise hold fee, application, cost of money order/check), those amounts will be transferred to cover the cost of moving into the other property.  Further, we have agreed to reimburse him for the hotel and storage costs he incurred as a result of this situation.  We have asked him to submit the receipts to us so we can review them for reasonableness, and then issue him a reimbursement.  We apologize for the inconveniences caused, but are glad he was able to find a unit of his liking at a nearby property.  If he has any further questions, he is encouraged to contact the onsite property office and they will be happy to assist him.

(The following was copy/paste by Revdex.com staff - [redacted])[redacted]Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:In her complaint, Ms. [redacted] is requesting a correction on her balance owed. AIY requires 60 day notice prior to move-out to avoid a lease auto-renewing for another 12 month term.Ms. [redacted]...

lease term was set to expire on 4/30/17, therefore she would have needed toprovide her notice to vacate by 3/1/17. Unfortunately, Ms. [redacted] notice to vacate letterwas dated 3/23/17, thereby auto-renewing her for another 12 month term (5/1/17-4/30/18). This language is clearly stated in the lease agreement signed by Ms. [redacted]. Shethen attempted to provide notice to vacate again with a letter dated 6/30/17, as well asreturn her keys, however, she was still in the midst of her auto-renewed 12 month leaserunning through 4/30/18. Upon realizing she had vacated her unit, she was mailed astatement with her current balance that included any move-out charges. To her point, shewas initially charged $400 for the refrigerator as part of her move-out charges. That wasan error, and has subsequently been removed from her outstanding balance and she wasissued a revised statement. She is, however, still responsible for the remaining months ofrental obligation until her lease term ends (or the unit is re-rented, whichever comes first).

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:  In her complaint, Ms. [redacted] discusses repair issues with her unit and requests compensation.  The regional manager has spoken to Ms. [redacted] with regards to her complaint and they reached an agreement.  We...

are providing her with the following: $310 rent concession, $100 for damage to furniture in the unit, and we are scheduling a deep cleaning of her apartment and also getting her carpets scrubbed.  We apologize for the inconvenience this situation has caused her and her daughter.  We appreciate having them as tenants with us and we encourage Ms. [redacted] to contact the property office if she has any other questions or concerns.

Revdex.com:
AIY Properties are LIARS. Why in the WORLD would I refuse pest control to spray my apartment?? I had a meeting with Jade L[redacted] on January 15th to discuss my lease. I settled for a phone meeting. She never called. Once AGAIN, I had to call HER. She told me she would contact Corporate office  (since they refuse to speak with me, the cowards) and that she would call me on Monday. Well Monday came,and once again, like all the previous tomes, no response from Jade. I had to call her. She asked me if it was ok for Pest Control to come right then. Mind you, it was after 2 pm when I had to call her. I told her no, because it did not give me a sufficient amount of time to prepare the apartment. THAT is why I declined. Had Ms. Jade L[redacted] been a woman if her word and contacted me at a proper time, then I would have had my place ready. And how did you not find evidence of bugs when my bed is covered in bug excrement and shed skin? I have pictures. STOP LYING!!!! AIY PROPERTIES are LIARS and slum lords and I will fight this until the end of my lease. The media has already been notified. There is a Facebook page dedicated to display how utterly inept and disgusting their properties are. $300?? Please, that is pennies compared to the hotel stays and food I've had to purchase because my place was uninhabitable. How about the constant trash in the halls? Or the fact that the doors aren't secured? All you have to do is give them a tug and they open. Why even use keys? Oh, and the fecal covered walls, poor lighting in the parking lots? Oh, how about the laundry machines that are stilen? And then you have the brilliant idea to put an ATM machine in the building??  Incompetent!! My last day here can't come quick enough. You should be ashamed. If you are a perspective renter, please, please do NOT rent from AIY!! You will regret it. Every time I walk into the front office and see some poor, desperate sap signing a lease, I feel sorry for them. You are liars. Plain and simple.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com Case # [redacted]Submitted by: *. [redacted]AIY Response:  In her complaint, Ms. [redacted] made note of several maintenance concerns with her unit.  Regarding any power outage, the property has no work orders reported by Ms. [redacted] on this issue.  There was a request about outlets in a...

back room of the unit placed on 4/29/17, which was addressed on 5/1/17.  We queried our system and all submitted work orders were addressed within several days.  Regarding employees drinking while on the job, we have a strict policy against this and we have no reports issued regarding this matter.  Several employees do also reside at the complex, so it is possible they were no longer on duty.  That said, we have reinforced this point with all staff that works on-site.  Regarding water in her unit, on 7/22/17, a series of apartment units in the complex experienced flooding due to some clogging.  On Monday, 7/24/17, the clog was jetted and cleared completely.  Once the clog was fully addressed, we had our carpet vendor come on-site and start the process to extract the carpet, spray an antimicrobial spray on the carpet and lift the carpet to place blowers underneath to dry out the carpet and underlying padding in many of the units.  Understandably, Ms. [redacted] and her co-tenant come into the property office quite upset regarding this situation.  The property manager apologized for the issue and stated we would also replace, patch, and paint any damaged walls in their apartment to get things back in order as soon as possible.  Ms. [redacted] also called the building inspector, as she points out in her complaint.  The inspector contacted the property regarding the matter and the property staff explained the situation and the plans they had in place to address them.  The inspector felt the planned remedies were appropriate given the situation.  However, based on her request, we revisited her carpeting a second time and agreed to perform some additional measures as well, including tile repairs.  Finally, regarding pests in the laundry area, this area is also where the compactor chute is located.  We maintain the area and perform regular pest maintenance, however tenants often leave their trash outside of the chute in the evenings and on weekends, which contributes to this problem.  As a result, we actively treat these areas regularly.  The basement does get wet during heavy rains, which we do our best to maintain.  That said, Ms. [redacted] does not need to be in this area as she does not have a storage locker.  Overall, we apologize for any inconveniences caused, but we do attempt to respond to all concerns in a complete and timely manner.  If Ms. [redacted] has any further concerns, we encourage her to continue working with the property office in a constructive manner to get resolution.

Revdex.com Case # 11177612Submitted by: [redacted]AIY Response:  In her complaint, Ms. [redacted] notes a discrepancy with her final balance.  Ms. [redacted] has not been a resident with us since August 2014.  When she vacated her unit, she had an outstanding balance due.  Her account has...

been turned over to collections to attempt to recover the outstanding money due.  Per review of her account activity, the assessed charges that make up her outstanding balance appear accurate.  With respect to the balance adjustment, in reviewing her account, there were no work orders listed in our system regarding an issue with her toilet.  Typically, in a situation like this one where a potential rent concession was discussed (i.e. reduction of rent), an agreement would be written up and signed by both parties.  Unfortunately, we do not have any such documentation in her file.  Further, we reached out to the individual that was the property manager at that time, but she does not recall any agreement.  That said, if Ms. [redacted] has something in writing regarding this situation, we would be happy to review it and then respond accordingly.

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Follow-up Response:We understand the resident’s frustrations, but these matters can take time to resolve due to variousfactors that could be causing the issue. We have specific protocols to address pest issues that areeffective. When those are performed as intended, the issues are typically eradicated. When the issuepersists despite the treatment, various issues could be contributing to the delay. Those range from notbeing able to enter on scheduled days for treatment (a specific schedule is required for treatment to beeffective), the resident not performing the necessary advanced work (that work ensures we are able tofully perform our treatment plan), and outside influences (such as issues with neighboring units). In thiscase, we have had instances where we could not fully perform treatment due to clutter in the unit.While it is our job to perform the treatment service, the resident needs to comply with the advancedprep requirements that allow us to fully complete the treatment. When we are forced to rescheduledue to an incomplete treatment, that impedes on our ability to effectively address the pest issues andthey can persist. As part of our inspection of the entire building, it appears a neighboring unit may becontributing to the issues in this resident’s unit. We are attempting to work with that unit to addresstheir issues. Further, we are having maintenance reach out to this resident so we can enter to sealaround any potential openings to further reduce the impact this neighboring unit may be having on herunit. Unfortunately, all of this takes time to identify and then address. We do take pest issues veryseriously and we are actively working to address them. With the cooperation of all units involved, weare confident that this issue can be resolved. We encourage the resident to continue working with uswhile we go through our protocols and ask that she contact the property office with any furtherquestions or concerns.

Mr. [redacted] continues to dispute the issue of his security deposit.  The lease agreement states the following: “Said deposit will not be applied to any month's rent during the tenants’ occupancy, but shall be held by the Landlord as a guarantee for the faithful performance of the terms of this agreement until the date of vacating.  Said deposit shall be refunded to the Tenant upon faithful performance of the agreement as referred to herein within 30 days after vacating the premises and returning the keys to the Landlord”.  We understand the legal language of the lease can be confusing and we apologize for any misunderstanding.   The lease states that the tenant cannot apply the security deposit to unpaid rent at any time during their tenancy, however, the landlord is able to apply the security deposit to any open balances, including rent, if the tenant does not faithfully fulfill the rental obligations of this lease.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. AIY closed my account and issued my security deposit.
Regards,
[redacted]

Revdex.com Case # [redacted]Submitted by: [redacted]AIY Response:  [redacted] was charged for the pest issue by the previous property manager.  When AIY took ownership of [redacted] (in April 2015), this amount was included in the inherited balance.  The property manager...

did discuss with [redacted] the importance of working to pay that amount down as soon as possible, as it would be part of her overall outstanding balance.  [redacted] will continue to receive “balance due” notices each month until the full balance is paid off.  AIY posts “balance due” notices for anyone carrying a balance.  These are different than an eviction notice.  That said, the property manager noted that the eviction notice in May was an error as we did not initially receive her payment.  We were ultimately able to recover her May payment, which had been received by the previous management company.  The property manager did apologize for the eviction notice being sent to [redacted] in error.  With respect to the recurring late fees, she has only received one late fee to date, per review of her ledger.  AIY appreciates [redacted] paying her monthly rent on time each month and encourage her to payoff this remaining pest charge as quickly as she can to avoid receiving “balance due” notices.  If she has any further questions, she is encouraged to continue working with the property office.