Central Square Florist, Inc.

The assistant manager contacted *** *** after we received this complaint and let her know that we were going to remove the trash out fees and the counter resurfacing fees as a courtesyWe credited $to her accountI have attached pictures of the damage to the counter as well as the damaged
blinds that we had to replace and of the oven that was not cleanedThere are other pictures showing trash left in the apartment as well as uncleaned items and the stained carpet but I could only attach four pictures.We had to replace the carpet and have the floor pet sealed due to extensive damage done by pet urineI have also attached her move out statement showing she is now receiving a small refund*** *** paid the water, sewer, trash bill for 3/1-3/upon move out, however she was billed her final utility bill for 4/1-5/on her move out statementOur water, sewer and trash are billed in arrears so people still owe upon move outWe have not heard back from *** *** after she was contacted with the updated move out statement so I assume she is satisfied with the results

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
He is wrong and I and not happy
Regards,
*** ***

Initial Business Response /* (1000, 9, 2015/06/22) */
The leak in December and February were both taken care of by our vendor we use for water extractions when we have a leakThe protocol for a leak is to first get the water extracted, put blowers in to make sure any left over water starts drying
up immediately, and then apply an anti-microbial treatment to ensure there is no growth of any kindAs soon as everything is dry, everything is put back in place and the carpets are cleanedWhen the leaks happened in December and February our maintenance staff believed the leak was coming in at the foundation so there was either a crack in the foundation or a drainage issueThe ground was frozen at this time so there was no way to dig around the foundation to find the issue or fix it at that timeWe also had an unusual amount of snow and ice that contributed to the leaks
When the resident contacted the office the beginning of May to let us know the bedroom was leaking again we called out our water extraction vendor and then contacted another vendor to come out and check out the foundation and drainage around the foundationThe ground had now thawed so we could get someone out to check out the issue
As soon as our vendor got us a plan and a bid to fix the drainage around the apartment we got the work scheduledWe also had a roof and gutter vendor come out to see if any work needed to be doneWe immediately approved some gutter work as well just to ensure any possible causes of the leak were taken care ofWe had a large amount of rain during May so unfortunately the vendors had to keep pushing the work backAny time we had rain while we were waiting on the vendors to be able to perform the repairs, we had our water extraction vendor come out and do any extraction's necessary
When the resident e-mailed me regarding her frustrations and wanting money off her rent, the beginning of May, I immediately contacted our corporate office to let them know what was going on and I contacted the resident to ensure her we would get the issue resolvedI was in contact with the resident throughout the entire time, keeping her updated on the status of the repairs and what we could do regarding deducting money off her rent
We offered the resident several options to compensate for the inconveniences she was caused due to the leakShe did decide to have money taken off her rent, which we did for the month of JuneThe leak has now been completely repaired and the drywall in her apartment has been fixed and the carpet replaced

Complaint: ***
I am rejecting this response because: I was never informed whatsoever that fees would be waived When we 1st discussed me transferring to another apartment, I was told of a $transfer fee, new deposits and no guarantee that my rent would be the same I responded and said that's a lot of $ to switch to another apartment in the complex considering IN did nothing wrong, nor did I violate my lease agreements, and that I would have to think on itI received a reply that they would look into waiving the fees but they would have to look into it.....to which I never received a response one way or the other.....it was assumed that because I spoke to the corporate office that I was told fees were waived, which in fact the corporate office deferred me back to the leasing office manager as they have no control over that, it's up to the property manager, property owner Never heard back from Rocky or Denise that fees would be waived, so I was under the impression I had to pay nearly 2k to move to a different apartment in the same complex....and why when I did nothing wrong, would I want to pay all those fees when I could relocate to a place that takes care of their residents?????Also, please find attached photos' of the urine that the upstairs neighbors let their dogs do in front of my front door......also I know I am not supposed to wash off my balcony due to the leasing office manager stating that's not acceptable....but when I went to open my sliding door to get some fresh air, I was over powered by a horrendous smell, so my first reaction was to out a little bleach on it to kill the small, little did I know it would react like it did So it's apparent it is NOT water from snow melting or from the upstairs neighbors supposedly watering their plants as was alleged in the prior emails......as there is more to what is being washed off their balcony onto mine Bleach and water mix fine, otherwise people would not be using bleach in their laundry to brighten their whites.....so for that reaction on my balcony, there is obviously ammonia in what is being washed off from the upstairs neighbors, and like I mentioned to someone before, my x-mas lights were covered in that stench, and if it was just watering plants or snow run off it would not smell like cat litter, ammonia, or marijuana...and the fact that the bleach reacted the way it did, proves it's more than water that is being washed off the upstairs neighbors balcony onto mine And it needs to stop, regardless whether I stay here another year, or until my lease ends....it's a health hazard, not only to myself, but to my son and my dogs.....as we cannot go out onto our balcony and enjoy the day without fear of inhaling ammonia.....and if this is not resolved, I will report it to the health dept as it is a health code violation!Also, as far as the noise complaints, they seem to be falling on deaf ears, but just for the record this morning, Saturday 01/23/from 9am to about 11am, it was non stop chaos, to the point where it felt like I was back in California and it was an earthquake......the windows rattled, the walls shook, there were numerous loud bangs that scared me as well as woke up my son and it was unnecessary Again I understand noise in an apt complex, but when it's loud and startling and freaks out my dogs, hence the picture of one hiding in the bathroom, that is excessive and not fair....even in our loudest times we do not cause windows to rattle, pictures to fall off etc.......once in a while a loud thud, fine, we have accidents and trip over a dog or whatever but when it's continuous for hours and we can't even have a conversation or watch tv cause it's so loud, that is why I complain I have also been on the phone, or skype with people and they have heard the commotion, as well as having company over who have also heard it, what more does it take to get a resolution, without having to transfer to another apartment and pay ludicrous fees????!!!! But mainly the pet urine/ammonia being washed off onto my balcony, regardless if we are living here or someone else, it's a health issue and needs to be stopped!!!!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I have still not received any refund from the deposit I paidIt was only a few dollars but I contacted them several weeks ago when they decided to email me back finally and let them know my concerns and asked a few questionsI'm just curious as to when they plan on sending the deposit back as it's been almost three weeks and I haven't gotten anything.
Sincerely,
*** ***

Hello,I've looked up *** ***'s order from days ago and in the notes I see that *** was offered an immediate exchange for a new floral arrangementHe declined this offer from usNo refund is due to him as he received the delivery and product that he orderedOur policy is, that if
you are not 100% satisfied with the quality of the product, we will exchange it for a new set of flowersAgain, *** refused this offerIt is an unfair expectation to enjoy the flowers through the holiday and then want a refund for them days laterUnfortunately, flowers, by nature, are temporary items that do not last foreverThe variety of purple roses *** ordered blooms very quickly, faster than other rosesRegardless of this, we still offered to exchange the flowers for new ones. I also see in the notes under his account that he has complained on previous floral arrangements he's received from us beforeAdditionally, he's frequently asked for discounts on his orders before placing themSo we feel, it is best we discontinue our relationship together. If you have any additional questions, please do not hesitate to reach out to me.Best,***

Complaint: [redacted]
I am rejecting this response because:  I have repeatedly explained to the leasing office I understand there will be some noise and I can handle that but when it is in excess to which it causes us to jump, or my dogs to run and hide in the bathtub to try and get away from it, or bolt out of the front door, or cause pictures to fall off walls, or the walls to shake, or us to be woken up in the middle of the night by stomping, jumping or chasing their dogs around.....to me that is excessive and not "normal" every day noise in an apartment.  We are entitled to quiet enjoyment of our apartment, and the only time we get that is when the upstairs neighbors are gone for the day.  I can accept it, if what they told the leasing office...was true... that they get up for work early, so I will hear them sometimes, I get it.  But when it's all hours of the night and it disrupts our sleep, that is unfair.  They can be quiet, as they have on a few occasions, but they choose not to be and more so since I have complained to the leasing office, as they know they can continue to do it as nothing will happen aside from more warning notices that doesn't seem to upset them, so it continues.  And the fact that the daughter has verbally cussed at me through my front door (to which I immediately sent an email to the property manager Denise and received no response back from her about it, and I did mention it to Danielle when I came into the office since I was not receiving any response via emails anymore) to which I did not open the door or even acknowledge her comments shows me how inconsiderate they truly are.  Yes I made a comment about hearing them get in and out of their bed and the shower, to prove how poorly insulated these apartments are, but I can handle that, it's the other above mentioned that is out of control.  And as far as the urine, I have pictures of the urine outside my front door of the upstairs neighbors dogs committing that act, and also other pictures of it on my balcony, which I have also emailed to the leasing office and was told that is not acceptable and that they would send a warning.  I don't like the fact that it's downplayed to the point of the upstairs neighbors just watering their plants.....absurd.  There is a difference between watering your plant and washing your balcony of pet urine.  Watering your plants and melting snow does not "rush" off your balcony in a big rush/downpour of water, it would be a dripping of sorts not a downpour of rushing water, nor does watering plants or melting snow form a snow storm have a cat litter, pet urine, marijuana smell to it and my balcony reeks of that smell and makes it to where I can't even sit outside on my balcony.  Also I was offered to transfer apartments for an obnoxious fee......why would I pay more rent and more deposits and a transfer fee to move to another apartment in the complex?  For all that I can move to another complex who actually cares about their tenants and takes their complaints seriously.  And also I have mentioned to the leasing office about the broken stairs and the fact that there is poor lighting in the back of the complex, to which I received no response and that is a safety concern for me and my son as well as my dogs, I feel it is no longer safe in this complex, as it's always dark and you don't know who is around you and that bothers me, as well as the condition of the stairs, which are dangerous and someone can catch a heel in the cracks and fall down, I finally found out from the maintenance people as to what is going on with the stairs and why it's taking so long to get repaired, again no response from management about this.  Again, I am asking to be released from my lease early without penalty or extra fess.  Thank you! 
Sincerely,
[redacted]

[redacted] contacted our office on 5/25/16 and spoke with a leasing professional. He stated that he was unhappy with our vendor that we use for carpet cleaning because they were late for the appointment he made with them to do a courtesy carpet cleaning. The leasing professional let him know they...

would pass the message along to me (the manager), but I was out of the office for the day. I called [redacted] on the following day, 5/26/16, to follow up with him and find out what happened. He told me he was unhappy with the vendors for which I apologized and let him know I would speak with our vendor. I offered to get a different vendor that we use to come and clean his carpets and I would make sure they are on time. [redacted] was happy with that and we have a carpet clean scheduled for him next week. I did not contact [redacted] on the day he called because I was out of the office all day, but I did the following day when I was back in the office.

I, as well as our corporate office have responded to Ms. [redacted]'s numerous complaints each time she has made a complaint. We have have also taken action on each legitimate complaint that has been made. Unfortunately some of the complaints Ms. [redacted] has made regarding some of our other residents...

have not been corroborated so we are unable to do anything more than give a notice or call the resident. We have not received any other complaints from anyone else regarding all of the different residents Ms. [redacted] has made complaints against. One of our staff members checked out the complaint about dog urine being washed off onto Ms. [redacted]'s balcony and the staff member found the resident above Ms. [redacted] had some plants they watered as well as rain and snow run off were dripping off their balcony. Ms. [redacted] has complained about the noise coming from the apartment above her saying she can hear their bed creak when they get in and out of bed and she can hear them shower at 5 in the morning. The residents above her apparently go to work early so they are unable to help causing some noise when they get ready for work. On September 24th I responded to an e-mail from Ms. [redacted] asking if she could transfer to a different apartment. I let her know that was definitely an option and she stated she would think it over. She never responded again after that about transferring apartments. I have explained multiple times that noise is going to be a part of living in a multi-family community.
In response to Ms. [redacted]'s desired resolution, again we have offered to transfer her to a different apartment. She is also able to end her lease early without being penalized, however we do require a 60 day notice to vacate as well as a lease break fee which is in the contract she signed. Since she has the two options available to her we are unable to offer any type of compensation or restitution.

Again, we have offered to transfer Ms. [redacted] to a different apartment. Each time we have corresponded with Ms. [redacted] she was told if transferring to a different apartment is something she would be interested in we can definitely discuss waiving the standard transfer fee, however she never responded to the offer of transferring. In reference to the parking lights that were out, we had a contractor come and repair them as soon as we became aware of the issue. Our stair treads are concrete so some of them do have cracks and they are replaced as needed. As per the lease agreement that was signed by Ms. [redacted] we cannot let her out of her lease without the required 60 day notice to vacate and lease break fee. We are happy to discuss transferring her to a different apartment or working out a payment arrangement for the lease break fee if she chooses that option. Thank you,[redacted]Community Manager

Initial Business Response /* (1000, 16, 2015/11/06) */
Our staff was made aware of Ms. [redacted] fall on April 29th, 2015. The information was forwarded to our insurance company. As soon as Ms. [redacted] made us aware of the condition of the stair that she claims she fell on, our maintenance staff...

immediately replaced the stair tread.
Due to harsh weather conditions throughout the year some of the stairs do begin to crack so we keep extra treads on hand so they can be replaced as they deteriorate. The stairs leading up to Ms. [redacted] apartments are all functional. A few have some cracks in them which is typical with concrete stair treads.
We have responded to Ms. [redacted] appropriately and she is no longer a resident at Waterfield Court.