Altman Management

January 9, 2018Dear Representative of the Revdex.com,I am in receipt of complaint Id: [redacted] which was received in our corporate office on January 3rd, 2018, and forwarded to my attention.The “Customer’s Statement of the Problem” states the resident was not provided with hot water and that maintenance had not addressed his concernsOur maintenance team addressed the issue of “no hot water” on three separate occasionsTwo of those occasions, the resident was not home and maintenance discovered that the resident had personally turned his hot water heater off entirelyBoth times, maintenance turned it back on and left a note to not disturb the water heater settingsOn the third occasion, a female occupant was homeMaintenance again, discovered the hot water tank was turned off by the residentMaintenance addressed the issue with the occupant who then stated they were turning it off due to the previous issue of the tub faucet leaking water which was remediated.The claim that the office had stopped responding to his phone calls is a blatant statementIn addition to office hours, there is also an emergency on call system for residents with after hour maintenance issues.At this time, all repairs have been addressed and completed through clear communication and the resident has been given a final warning to not disrupt his hot water heater tank settingsThe maintenance issue in this residents unit was a leaking faucet which had been addressedThe lack of hot water was caused by the resident and has also been addressed.If you should have any further concerns or questions, please contact me at ###-###-#### between the hours of 9am and 5pm Monday through Friday.Thank you for your time,Warm Regards,Danielle BProperty Manager

From: Revdex.com of Metro Washington DC Date: Wed, Feb 17, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Wed, Feb 17, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com The company finally sent me the checkHowever the way they handled the situation was still very poor

October 21, Dear [redacted] :Per our previous correspondent, we don't recall him asking us for another apartment, As I stated before, when an applicant cancels and decides to revisit us at a later time, it is our Company's policy to run their credit again and charge the fees that are applicableThe document [redacted] signed clearly states if he failed to take possession of the apartment after the application is approved, all holding fees made in connection with this application will be forfeited to the Owner as compensation for the processing of the application and the loss of rent for the unitI also forward the copies which he signed that the fee was non-refundableThe additional hold fee that would have been required again would have been applied to the actual move in costAfter [redacted] would have moved in the first hold fee would have been given back to him as a credit toward his first month's rent, This offer was fairAlthough we feel that we followed our Company's policies and procedures in connection with this transaction, [redacted] would like for [redacted] ***'s experience to still remain positive [redacted] wishes to settle this matter and refund the $100,00, A check will mailed to his home Sincerely, Angie B,Community Manager

November 14, This is in response to ID *** customer service Issue:*** *** *** moved Into *** *** *** Apartments on 5/21/11.New carpets were installed in the unit
that *** *** moved Into on 5/17/11.*** *** came Into the management office to ask if the carpets were going to be replaced,He stated that he was going to he repainting the walls back to original colorIf the rugs were going to be replaced he would not have to use drop clothes thus making it easier for himI told him someone from the office would come over to checkI did mention to him that I did not know If the carpet was new upon his move in, I would have to check the file,I had told Ed (maintenance supervisor) that *** *** wanted the office to check his carpet to see if replacement was necessary and Ed Indicated that yes they would be replaced, He told me that the carpets in the home were a m6ss (black marks and red stains all over)He noted this while in unit doing work orders that resident requestedEd said he would go over to the home and advise resident that carpet would be replaced.*** *** never mentioned cleaning of the carpet until after the move out statement was mailed to himHe came back to the office objecting about the charge for carpetI advised him that the carpet was replaced due to black marks and red stains all over*** *** even admitted that he has three (3) children and accidents (spills) happen*** *** at this time indicated that he had experience in a cleaning business and he would have gotten carpets cleanedI did state I felt carpets were stained to the point cleaning would not help,It is ultimately the responsibility of the resident to maintain the premises In a good clean condition.The carpet in the unit upon move out were very stained and matted, needing replacement.SincerelyJanet B
Community Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I did ask them for another apartment at which they declined to provide me with oneI was basically told sorry for your health issue and thanks for your money, please come againI specifically asked for another apartment and if one was available in October or November since they were unable to hold the current apartmentThey refused to provide another apartmentThe should be used as hold for another apartment as it was intended to do.
Regards,
*** ***

From: Revdex.com of Metro Washington DCDate: Wed, Feb 17, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded
message ----------From: *** *** Date: Wed, Feb 17, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com The company finally sent me the checkHowever the way they handled the situation was still very poor

October 21, 2015Dear *** ***:Per our previous correspondent, we don't recall him asking us for another apartment, As I stated before, when an applicant cancels and decides to revisit us at a later time, it is our Company's policy to run their credit again and charge the fees that are applicable.The document *** *** signed clearly states if he failed to take possession of the apartment after the application is approved, all holding fees made in connection with this application will be forfeited to the Owner as compensation for the processing of the application and the loss of rent for the unitI also forward the copies which he signed that the fee was non-refundable.The additional hold fee that would have been required again would have been applied to the actual move in costAfter *** *** would have moved in the first hold fee would have been given back to him as a credit toward his first month's rent, This offer was fair.Although we feel that we followed our Company's policies and procedures in connection with this transaction, *** would like for *** ***'s experience to still remain positive*** wishes to settle this matter and refund the $100,00, A check will mailed to his homeSincerely, Angie B,Community Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I made it clear to the property manager that I was going to do all work necessary (cleaning of carpets and painting) to bring the unit back to an acceptable level While I did state that the carpets were dirty (I never disputed this) I said that I still had use of a free carpet cleaning acquired through my resigning of a new lease in May of I did inquire about when the carpets were installed and never received a response I also made it clear that I did not have the financial means to pay any charges (again asking multiple times about how my security deposit would be handled) so I wanted to do any necessary work Taking all of this into account, when I was told that my carpets would be replaced (after no inspection...the Maintence manager never entered my unit when asked multiple times
to inspect it), I was left with the impression that the carpets would be replaced regardless whether I was able to clean them or notThe dispute here is not over the condition of the carpets My issue lies with the fact that despite asking multiple times and making it clear that I could get the carpets clean if necessary, I was not given the chance to do so
Regards,
*** ***

September 11, 2015Dear [redacted] applied for a one bedroom apartment home on May 21, 2015, and was approved on May 22, 2015. His scheduled move-in date was September 1, 2015, He subsequently changed the date to September 5, 2015, which we honored.On July 24, 2015, [redacted] called and...

advised us of his situation and asked if we can hold this apartment until October or November. We were very sorry to learn that [redacted] required surgery. To the best of our recollection, we don't recall him asking us for another apartment. When an applicant cancels and decides to revisit us at a later time, it is our Company's policy to run their credit again and charge the fees that are applicable.The document [redacted] signed clearly states if he failed to take possession of the apartment after the application is approved, all holding fees made in connection with this application will be forfeited to the Owner as compensation for the processing of the application and the loss of rent for the unit. I have enclosed copies of such documents for your review.Although we feel that we followed our Company's policies and procedures in connection with this transaction, [redacted] would like for [redacted]'s experience to remain positive. If [redacted] wishes to reapply, we will waive the application fee, We will still require another holding fee. However after [redacted] moves in to his new apartment home, [redacted] will issue a credit of $100,00 towards his second month's rent.Inverness looks forward to welcoming [redacted] as the newest member to our Community.Sincerely,Angie B,Community Manager

January 9,2018 Dear Representative of the Revdex.com,l am in receipt of complaint Id: [redacted] which was received in our corporate office on January 3rd,2018, and forwarded to my attention.The "Customer's Statement of the Problem" states the resident was not provided with hot water andthat maintenance had not addressed his concerns. Our maintenance team addressed the issue of “nohot water” on three separate occasions. Two of those occasions, the resident was not home andmaintenance discovered that the resident had personally turned his hot water heater off entirely. Bothtimes, maintenance turned it back on and left a note to not disturb thewater heater settings. On thethird occasion, a female occupant was home. Maintenance again, discovered the hot water tank wasturned off by the resident. Maintenance addressed the issue withthe occupant who then stated theywere turning it off due to the previous issue of the tub faucet leaking water which was remediated.The claim that the office had stopped responding to his phone calls is a blatant false statement. Inaddition to normal office hours, there is also an emergency on call system for residents with after hourmaintenance issues.At this time, all repairs have been addressed and completed through clear communication and theresident has been given a final warning to not disrupt his hot water heater tank settings. Themaintenance issue in this residents unit was a leaking faucet which had been addressed. The lack of hotwater was caused by the resident and has also been addressed.If you should have any further concerns or questions, please contact me at [redacted] between thehours of 9am and 5pm Monday through Friday.Thank you for your time,Warm Regards,Danielle B.Property Manager

January 9, 2018Dear Representative of the Revdex.com,I am in receipt of complaint Id: [redacted] which was received in our corporate office on January 3rd, 2018, and forwarded to my attention.The “Customer’s Statement of the Problem” states the resident was not provided with hot water and...

that maintenance had not addressed his concerns. Our maintenance team addressed the issue of “no hot water” on three separate occasions. Two of those occasions, the resident was not home and maintenance discovered that the resident had personally turned his hot water heater off entirely. Both times, maintenance turned it back on and left a note to not disturb the water heater settings. On the third occasion, a female occupant was home. Maintenance again, discovered the hot water tank was turned off by the resident. Maintenance addressed the issue with the occupant who then stated they were turning it off due to the previous issue of the tub faucet leaking water which was remediated.The claim that the office had stopped responding to his phone calls is a blatant false statement. In addition to normal office hours, there is also an emergency on call system for residents with after hour maintenance issues.At this time, all repairs have been addressed and completed through clear communication and the resident has been given a final warning to not disrupt his hot water heater tank settings. The maintenance issue in this residents unit was a leaking faucet which had been addressed. The lack of hot water was caused by the resident and has also been addressed.If you should have any further concerns or questions, please contact me at ###-###-#### between the hours of 9am and 5pm Monday through Friday.Thank you for your time,Warm Regards,Danielle BProperty Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I did ask them for another apartment at which they declined to provide me with one. I was basically told sorry for your health issue and thanks for your money, please come again. I specifically asked for another apartment and if one was available in October or November since they were unable to hold the current apartment. They refused to provide another apartment. The 100.00 should be used as hold for another apartment as it was intended to do. 
Regards,
[redacted]

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[email protected]>Date: Wed, Feb 17, 2016 at 3:09 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Wed, Feb 17, 2016 at 2:51 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>The company finally sent me the check. However the way they handled the situation was still very poor.

September 11, 2015
Dear [redacted] applied for a one bedroom apartment home on May 21, 2015, and was approved on May 22, 2015. His scheduled move-in date was September 1, 2015, He subsequently changed the date to September 5, 2015, which we honored.
On July 24, 2015,...

[redacted] called and advised us of his situation and asked if we can hold this apartment until October or November. We were very sorry to learn that [redacted] required surgery. To the best of our recollection, we don't recall him asking us for another apartment. When an applicant cancels and decides to revisit us at a later time, it is our Company's policy to run their credit again and charge the fees that are applicable.The document [redacted] signed clearly states if he failed to take possession of the apartment after the application is approved, all holding fees made in connection with this application will be forfeited to the Owner as compensation for the processing of the application and the loss of rent for the unit. I have enclosed copies of such documents for your review.
Although we feel that we followed our Company's policies and procedures in connection with this transaction, [redacted] would like for [redacted]'s experience to remain positive. If [redacted] wishes to reapply, we will waive the application fee, We will still require another holding fee. However after [redacted] moves in to his new apartment home, [redacted] will issue a credit of $100,00 towards his second month's rent.
Inverness looks forward to welcoming [redacted] as the newest member to our Community.
Sincerely,
Angie B,
Community Manager

October 21, 2015
Dear [redacted]:Per our previous correspondent, we don't recall him asking us for another apartment, As I stated before, when an applicant cancels and decides to revisit us at a later time, it is our Company's policy to run their credit again and charge the fees that are applicable.
The document [redacted] signed clearly states if he failed to take possession of the apartment after the application is approved, all holding fees made in connection with this application will be forfeited to the Owner as compensation for the processing of the application and the loss of rent for the unit. I also forward the copies which he signed that the fee was non-refundable.
The additional hold fee that would have been required again would have been applied to the actual move in cost. After [redacted] would have moved in the first hold fee would have been given back to him as a credit toward his first month's rent, This offer was fair.
Although we feel that we followed our Company's policies and procedures in connection with this transaction, [redacted] would like for [redacted]'s experience to still remain positive. [redacted] wishes to settle this matter and refund the $100,00, A check will mailed to his home
Sincerely,
Angie B,Community Manager

Review: I lived at [redacted] Townhomes which is owned by Altman Management Co for three years. I had a very good relationship with the property manager Janet. Never had any issue while living there. When I was moving out I asked Janet on more then one occasion if she could have my carpets looked at and let me know if they were going to be replaced. I told her that I still had a free carpet cleaning certificate that I had acquired as part of my last lease renewal. I also told her that if they needed further cleaning to satisfy them that I also have years of experience in the cleaning business and also still had connections and that I would get the carpets clean. At this time I also expressed to her that I planned on repainting the walls back to their original color and if the carpets were going to be replaced that I wouldn't need to bother protecting them from paint splatter. Janet also looked into her files and told me the carpet WAS NOT new when I moved in.After multiple conversations with her about this she finally sent their head of Maintence out to check my carpets out. Ed came and knocked on my door. I opened it, fully expecting him to come in and inspect the carpets. Ed did not come in at all. He said to me "we're definitely replacing the carpets. Don't worry about them."The next day I painted the place and finished cleaning it out. A month later I received a bill for the remaining two years on a five year carpet. I spoke to Janet and she said that in their opinion the carpets were unsaveable. I expressed again to her that I asked and was not given the opportunity to address the situation. She referred me to her boss Theresa. I tried multiple times over three weeks to get to Theresa until she finally called me back. She was extremely rude, spoke over me the entire time, dismissed anything I had to say, and told me that nothing I had to say mattered and that she wouldn't rescind the bill.Desired Settlement: I would like my bill removed.

Business

Response:

November 14, 2014This is in response to ID [redacted] customer service Issue:[redacted] moved Into [redacted] Apartments on 5/21/11.New carpets were installed in the unit that [redacted] moved Into on 5/17/11.[redacted] came Into the management office to ask if the carpets were going to be replaced,He stated that he was going to he repainting the walls back to original color. If the rugs were going to be replaced he would not have to use drop clothes thus making it easier for him. I told him someone from the office would come over to check. I did mention to him that I did not know If the carpet was new upon his move in, I would have to check the file. ,I had told Ed (maintenance supervisor) that [redacted] wanted the office to check his carpet to see if replacement was necessary and Ed Indicated that yes they would be replaced, He told me that the carpets in the home were a m6ss (black marks and red stains all over). He noted this while in unit doing work orders that resident requested. Ed said he would go over to the home and advise resident that carpet would be replaced.[redacted] never mentioned cleaning of the carpet until after the move out statement was mailed to him. He came back to the office objecting about the charge for carpet. I advised him that the carpet was replaced due to black marks and red stains all over. [redacted] even admitted that he has three (3) children and accidents (spills) happen. [redacted] at this time indicated that he had experience in a cleaning business and he would have gotten carpets cleaned. I did state I felt carpets were stained to the point cleaning would not help,It is ultimately the responsibility of the resident to maintain the premises In a good clean condition.The carpet in the unit upon move out were very stained and matted, needing replacement.SincerelyJanet BCommunity Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I made it clear to the property manager that I was going to do all work necessary (cleaning of carpets and painting) to bring the unit back to an acceptable level. While I did state that the carpets were dirty (I never disputed this) I said that I still had use of a free carpet cleaning acquired through my resigning of a new lease in May of 2014. I did inquire about when the carpets were installed and never received a response. I also made it clear that I did not have the financial means to pay any charges (again asking multiple times about how my security deposit would be handled) so I wanted to do any necessary work. Taking all of this into account, when I was told that my carpets would be replaced (after no inspection...the Maintence manager never entered my unit when asked multiple timesto inspect it), I was left with the impression that the carpets would be replaced regardless whether I was able to clean them or not.