Boardwalk Apartments

[redacted]
To Whom It May Concern, I want to apologize for the resident’s dissatisfaction while living at Boardwalk...

Apartments. The management that was here when Ms. [redacted] moved in is the same management that is here currently and we treat everyone’s concerns and feedback with the upmost sincerity. We give everyone moving into our apartments a move-in checklist along with a work order checklist. We did receive both from Ms. [redacted]. I have that she wrote the work orders on 08/18/2016 and that my staff received the list from her on 08/28/2016. She is correct that we did not get to her work orders until September and I do apologize on behalf of Boardwalk for not getting this done in a more timely fashion. We have a heavy volume of move-ins during the month of August and for that reason, our work orders get a little backed up during this time of year. I did see that the service manager checked off on the shelves in Ms. [redacted]’s fridge as “complete”. I have that blinds were entered in as needing to be fixed, and those were marked as “complete”. I saw the work order for window screens entered and marked as “completed” by our service manager as well. I see that there were several times that the resident entered in work order requests for the dishwasher and that our service manager marked each time as “completed” as well. These are the things I am able to look up using the physical file as well as our software. A little over a month ago, Ms. [redacted] came into the office to speak with me to discuss her dissatisfaction with her dishwasher. I understand completely why she was as upset as she was and service manager went over that same day to address. As he is our lead maintenance manager at this property, I put my trust in his judgement when it comes to replacing appliances vs. fixing them. In this case, and since he had been out several times, we had both agreed that it was time to replace her dishwasher with a new one. Some of our dish washers require setting the dial to drain. I am not sure if this was explained to the resident, but if she would like, we would be more than happy to show her. The leak in her ceiling was in her bathroom. My service manager let her know that above her bathroom was the AC unit. When he went upstairs, her AC closet was packed full of items and the area surrounding was somewhat wet. In the lease it states that the resident is to notify us immediately if they notice a leak. We are pleased that she contacted the office when she noticed the leak in her bathroom but do not understand how the wet carpet in her upstairs loft area went unnoticed. According to our service manager, the AC leak was taken care of as well as the hole in the ceiling. There was no mold reported by the service manager. The resident never called the office to report her suspicion on any type of bacterial growth and so we have no knowledge of this. I will call the resident today to find out what would be a good time for us to re-check for this. Again, had we suspected there was any issue with this, we would have handled it. I will personally go over to inspect the job done by my service team. In regards to pest control, we have that Ms. [redacted] reported Red Ants on 06/15/16 and that our pest control company, Carlisle Pest Control treated her apartment with ant gel on 06/21/16. We have had no other requests from this apartment since 06/15/2016. To our knowledge, the problem has been solved. Months ago, Ms. [redacted] reported a car alarm going off near her apartment at random hours throughout the night. Someone in the next building over reported the same thing and we did contact the owner of the vehicle. This was addressed by me personally. We haven’t heard from anyone regarding the car alarm since and Ms. [redacted] has not reported the alarm going off since our original conversation.   I’m not sure who Ms. [redacted] spoke to in regards to transferring apartments, but she has not spoken to me on this. Unfortunately at this time, we have no other 1/1 lofts for her to transfer to. If she is interested in reaching out to be about transferring to another apartment community with The Collier Companies or switching to another apartment with more bedrooms, I am happy to speak to her. As for the complaints of verbal harassment, I have no knowledge as to who or what she is referencing. I can assure you that I would never say anything of that nature in or out of my place of employment regarding a resident. [redacted] * [redacted]  * [redacted] * [redacted]

I would not advice anyone to lease at these apartments. Apartments are poorly maintained, work orders are not responded to, my apartment was infested with ants, the bathroom tub was permanently stained and rusting. They charge overages for the electric usage on poorly maintained air conditioning units. Overages that are not properly documented as to how it was charged. Although gated, security within complex is lacking. I had car damage on multiple occasions while sitting parked at my apartment. The leasing tactics are questionable. To renew they have you sign 4 months earlier than end of lease date. In the lease it states that early lease termination is possible in certain circumstances. However, I had illness in my family and was forced to move out of area. I contacted the lease department and was advised they do not allow any termination, refused to give me a name or address to submit my request to in writing to terminate lease. Unwilling to assist with subleasing. Although no longer at college, not living there and fully employed elsewhere I was told I must pay the lease which monthly is 580.00 but ran more because still charged the utility overages ran up by the additional room mates. After paying for 4 months at 600.00 while not living there, I was informed that I must sign paperwork in person that stated I would not be renewing. Couldn't be signed via any other method. I had to make a special trip just to sign papers. I have been forced to pay thousands of dollars while not living at the apartment. This office staff are rude, unhelpful. Worst mistake I made. Check the ratings on this apartment. Multiple complaints and low ratings. My best advice find somewhere else.

Review: I was a tenant here for four years and in this time there has been recurrent mold in the bathroom and bedrooms that the on-site management reluctantly decided to fix, blaming me as a tenant even though I bleach cleaned the affected areas on three different occasions. There are inadequate windows that are not insulated, through which water leaked during a surface cleaning and even though I asked for the windows to be fixed because of the obvious health hazard, the management passed the buck to the problem being a regional management issue, not one that they would remedy themselves (or attempt to help us remedy). Then, there are the TWO break-ins of my apartment, once on 7/4/13 (I was one of four apartments), the second on 7/29/13 during the daytime. Even after the first series of break-ins, the on-site management did not add security (because prior to this there was no security team in place), nor did they install cameras. Other than taking a report and sending out a "use caution" letter to the entire complex there has been no progress made to increase security on this property. The management did not also allow us to break our lease, stating that it is not something they could accomplish in the office and reluctantly gave us the address to the regional office (where the supervisor stated the letter to break the lease needed to be sent)because she preferred I submit the letter to the office for them to forward the letter themselves (even though it is possible to reference the apartment I am referring to).

Desired Settlement: DesiredSettlementID:

I would like to break my lease since I am moving out by 8/9/13 and not be responsible for any financial responsibility (as far as rent) after this date even if another tenant is not ready to move in.

Business

Response:

Business' Initial Response

We are in receipt of the letter you prepared, dated August 1, 2013. It is our intent to treat all of our residents at The Boardwalk Apartments with excellent customer service and we do apologize if you feel that your concern has not been addressed. At this time we cannot grant the request for an early lease termination, however as previously stated we'd be more than happy to offer you an inner community transfer into an apartment of like kind through the remainder of your lease term.

We would also like to take a moment to address the other items noted in your letter. Please see below for additional details, specific to your comments.

Maintenance & repair: We do in fact have work orders on file for water damage although we show that each issue was fully completed within 24 hours. If this is not the case and you have any pending repairs that need to be addressed, please contact the office and we will schedule an appointment with both the manager and maintenance supervisor.

Courtesy Patrol service were under bid contract during the month of June 2013 and implemented in July 2013. This service is available during the evening hours and we will ensure that the contact information is provided for you. Although courtesy patrol can act as a deterrent against crime, in does not prevent incidents from taking place and we cannot guarantee the safety of any resident, nor their belongings.

Early lease termination: On 7/29/13 we received a 30-Day Notice of Intention to Vacate stating that you would be vacating the apartment on 8/28/13. At that time we informed you that we do not authorize early lease terminations and resident's are rent responsible until a new resident moves in to the apartment home, or the expiration date of the lease agreement, whichever comes first. Per a verbal conversation with an associate of our management team we have you scheduled to move out on 8/12/2013 with a pre move out inspection on 8/8/2013. Please note, at this time your apartment home is not re-rented and normal rent charges will be assessed.

Please feel free to reach out to us if you re-consider your options and choose to either stay in your current apartment home or transfer into another location of your liking.