Arbors At Eastland Apartments

Initial Business Response /* (1000, 16, 2016/08/16) */
On or around the 22nd of June, after it had rained heavily the night before, Ms. [redacted] came into the management office to notify us that she had a leak in the ceiling of her apartment. She was understandably upset. I explained to her that the...

leak was likely coming from the roof and that we would have to examine the leak and confirm its origin. We did that and confirmed that it was, in fact, a roof leak. We were not aware of any leak in that apartment prior to renting it to her. We would not have rented it if we were aware of this issue. I told her that we would have to get her roof repaired before we could repair her ceiling. We provided buckets and plastic sheeting for her furniture and advised her to try to move her furniture away from the area of the leak. It was localized so we felt this was a reasonable request by us. She notified us that she was going away for the weekend and wanted us go into her apartment during the weekend and move her furniture if it continued to rain. I advised her that it is our policy not to touch her personal items and that our staff is only on emergency call status over the weekend. I offered her additional buckets and/or sheeting and advised her again to try to move her items away from the leak. I told her, I think, that we did have a roofing crew scheduled to come in the next month or two so the roof repair would not be immediate. I told her I would look into other options for her.
The next day we offered her a different apartment in a different building. It was the only apartment that we had ready for move in at that time. I told her that, when she returned from her weekend away, she could pick up the keys and take her time to move. I believe I expressed concern to her and the inconvenience this caused and told her she could take her time to move, I indicated that she could have the week and the next weekend, and if she needed more time, that would be fine. She said she wanted us to pay for her movers and I told her that I would reach out to our regional manager to see if we could work out some type of arrangement to compensate her for moving expenses. As it turned out we credited her $250 on her rent as compensation.
With regard to the air conditioning when we prepare an apartment for occupancy we always turn on the AC/Heat to make sure it was working. In addition, our leasing staff member inspected the apartment and the air conditioning was working at the time. We would never rent an apartment with broken air conditioning or heat. As it turned out after she moved in the AC was not blowing cool air so we had our AC vendor charge it with Freon and it has worked since that was completed. We completed that work order the same day she requested it.
Initial Consumer Rebuttal /* (3000, 18, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All they do is make excuses. There were a list of problems with the new apartment they gave me. Door lock, hallway closet door broken, window was broken, ceiling fan was broken, toilet ran constantly, garbage disposal was broken and other issues. They need to have better inspections before they rent out anything to anyone. I've also had issues with my rent bill the past couple of times with them trying to over charge me. Just beware with what you get with The Arbors.