Autumn Hills Convalescent Ctr Inc

Good Afternoon, I am reaching out on behalf of [redacted] and Weinstein Properties regarding complaint #[redacted]. The filer of the complaint, [redacted] outlines concerns with the damage charges added to her account upon her move out, specifically the depreciated...

carpet replacement charge. Ms. [redacted] moved in on 7/7/2016. In November 2016 a pet was added to the home.  When she moved out on 7/9/17, the maintenance supervisor along with a professional carpet cleaning company thoroughly inspected the carpet in the home.  Immediately identifiable were multiple stains on the top side of the carpet in both bedrooms and living room.  As our standard practice is to inspect the underside of carpets for pet damage after each residency, they pulled back the carpet in the living room and bedrooms.  In doing so they discovered multiple pet urine stains that had soaked through the carpet threads and carpet backing. Pet urine stains of this nature cannot be corrected with cleaning and based upon the recommendation of a professional carpet cleaning company, we replaced the carpet. It should be noted that the professional carpet cleaning company does not stand to gain from recommending replacement as the community uses a completely different vendor for carpet replacements. The carpet used at this community has a 5 year life span. The carpet in Ms. [redacted] home was installed on 9/30/2014 at a cost of $[redacted]. At the time of her move out on 7/9/17, the carpet was 34 months old and had another 26 months in its life span. We did take these 33 months into consideration and rather than charging the full cost of the replacement, we depreciated that cost to a $[redacted] charge, or 26 months’ worth of the original cost. Ms. [redacted] mentioned her carpet was not brand new when she moved in, as another resident lived in the home from October 2014 until June 2016.  In addition to the standard procedures of inspection after move out, this particular previous resident transferred to another apartment home at [redacted], sparking additional inspections of the home in May 2016, as a part of our transfer process.  The previous resident is known by staff to not own any pets.  None of the inspections done before or after move out found any stains on the top of the carpet nor pet urine or pet odor, and no stains on the backing of the carpet. The Assistant Property Manager personally inspected the home in preparation for Ms. [redacted] move in and did not notice any pet odor or carpet stains. In addition, Ms. [redacted] moved in on 7/7/2016 and was provided with a move in inspection report which she turned in on 7/14/2016. On the move in inspection, Ms. [redacted] did note a carpet stain in the living room, but did not indicate stains in the bedrooms nor a smell or concern about pet urine, nor pet odor. During her residency, Ms. [redacted] never brought to our attention any concerns of this nature. Ms. [redacted] also took issue with a charge for a damaged cabinet drawer.  After researching this concern, we decided to credit the charge back in full and to her satisfaction. After thoroughly researching her concern with the carpet, it is our position the stains on the bedroom carpet and pet urine stains on the carpet throughout the home occurred during Ms. [redacted] residency and she should be responsible for the depreciated carpet cost. We feel confident the resolution we have offered is fair albeit not the resolution Ms. [redacted] is requesting. Thank you for your attention to this matter. Please let me know if you have any questions. [redacted]|Property Director