Charleston Apartments East

Re: ID # [redacted] Yesterday we received your letter regarding the above complaintAfter reading the "Customer's Statement of the Problem" we pulled the customer file, contact history records, and all work orders to go over check for any areas we have failed our resident or where can improve our customer serviceIt is important to all the management and staff of Charleston East that our residents feel safe and enjoy their homes here in the communityAfter going over the records and comparing notes I would like to respond first to the four maintenance issues listed by our resident The first issue is the NC and heat does not circulate properlySince resident moved into her home on August 5, 2016, there have been three work orders called into the office regarding the heating/cooling systemEach time the work order was generated the same day as the call-in, · heating/cooling contractor called, and the issue was resolved the same dayThere has never been a mention of circulation problemsHowever, because we have just now been made aware of this issue, I have today produced a work order to check out this issueFirst we will have our heating/cooling contractor make an inspection of their system and second we will install a ceiling fan in upstairs bedrooms The second issue is that of mice and holesOnce again all calls have been addressed immediatelyThe first call was on Wednesday, 10/19/The resident did not want to wait until Friday for exterminator to treat her home (we have exterminator who comes to Charleston East every Friday morning), so maintenance responded same dayHowever, resident/friend took bait rather than let maintenance treat home in home in needed and safe areasSecond call was week of November 11thThe office persuaded resident to let exterminator treat the coming Friday to make sure bait was installed correctlyResident allowed exterminator to treat that Friday, 11/11/The third cawas on 11/25/Told resident we would put bait down and check for any holes where mice could be enteringMaintenance responded same day, baited for mice, and made sure any holes found were filled with steel woolThe fourth and last call we have received, was three days laterMaintenance responded same day but resident/friend refused service - did not want baitMaintenance tech purchased traps and gave to residentOnce again checked for any holesAs a follow-up, we had our exterminator check home last Friday, 12/9/ The third issue listed is a plumbing Issue_ We have only had one cafrom resident regarding any type of plumbing issue and that was receive last week on Wednesday 12/7/Resident reported a leak over her kitchen sinkA work order was generated, maintenance called, and responded to immediatelyA leak was found after cutting a 12" x 12" hole in drywall above kitchen cabinetA licensed plumber was called same dayThis has been an ongoing project being worked daily by both maintenance and licensed plumber until completed by plumber on Monday 11/12/Because area inside wall had to completely dry before plastering and drywall work could be done ·hours, the drywall repair was scheduled to be repaired on Thursday, 12/15/The drywall repair was completed by noon on 12/During this process we communicated with resident by both letters and maintenance door hanger notes throughout this process to keep resident informed of progress and any schedulingBecause the resident could not be reached by phone we chose to communicate via maintenance tags and lettersI can assure you Ihave never told the resident Ido not know when" it would be fixed"Any type of water leak, no matter how small, is considered an emergency and Is given a priority status because of the possible damage it could cause to the apartment and/or resident's possessions, Once again, looking over the work orders and history, going over the issues with our office and maintenance staff, Ifeel like we have addressed and resolved all maintenance issues in a timely matter as each work order was addressed (and in most cases completed) the same day as the call-in_ Both my staff and myself have always treated resident, as well as all residents, with courtesy, caring,and respect and certainly apologize for anything less than this degree of service I would also like to add that resident states she feels these issues should have been found and taken care of before move-inResident moved in on August 512016, however the first work order was called in on August 19th and each issue called in are issues not known at move-inWe perform walk through once a home is ready for moand we also require residents to perform a walk through and list any items we have missed during our walk through As for resident's desired settlement to have her townhome fixed ASAP, Ifeel we have already met this expectation since each work order has been completed the same day as call-inAs Ihave explained to resident when each work order is called into office, we do not give rent credit for work orders, however, we will take care of her work order needAs for breaking the lease, resident has inquired before about breaking lease and options were explained to her at that time ·one option being a lease buyout option Once again, we apologize for any bad customer service, resident feels she has receivedIcan assure her resident satisfaction and safety is a priority to the management and staffWe truly want all our residents to enjoy their home and living at Charleston East Apartments If you have any other questions or concerns, please feel free to call the Charleston East office Sandra M [redacted] , Property Manager Charleston East Apartments

Re: ID #[redacted] Yesterday...

we received your letter regarding the above complaint. After reading the "Customer's Statement of the Problem" we pulled the customer file, contact history records, and all work orders to go over check for any areas we have failed our resident or where can improve our customer service. It is important to all the management and staff of Charleston East that our residents feel safe and enjoy their homes here in the community. After going over the records and comparing notes I would like to respond first to the four maintenance issues listed by our resident.   The first issue is the NC and heat does not circulate properly. Since resident moved into her home on August 5, 2016, there have been three work orders called into the office regarding the heating/cooling system. Each time the work order was generated the same day as the call-in, · heating/cooling contractor called, and the issue was resolved the same day. There has never been a mention of circulation problems. However, because we have just now been made aware of this issue, I have today produced a work order to check out this issue. First we will have our heating/cooling contractor make an inspection of their system and second we will install a ceiling fan in upstairs bedrooms.   The second issue is that of mice and holes. Once again all calls have been addressed immediately. The first call was on Wednesday, 10/19/16. The resident did not want to wait until Friday for exterminator to treat her home (we have exterminator who comes to Charleston East every Friday morning), so maintenance responded same day. However, resident/friend took bait rather than let maintenance treat home in home in needed and safe areas. Second call was week of November 11th. The office persuaded resident to let exterminator treat the coming Friday to make sure bait was installed correctly. Resident allowed exterminator to treat that Friday, 11/11/16. The third call-in was on 11/25/16. Told resident we would put bait down and check for any holes where mice could be entering. Maintenance responded same day, baited for mice, and made sure any holes found were filled with steel wool. The fourth and last call we have received, was three days later. Maintenance responded same day but resident/friend refused service - did not want bait. Maintenance tech purchased 4 traps and gave to resident. Once again checked for any holes. As a follow-up, we had our exterminator check home last Friday, 12/9/16.

The third issue listed is a plumbing Issue_ We have only had one call-in from resident regarding any type of plumbing issue and that was receive last week on Wednesday 12/7/16. Resident reported a leak over her kitchen sink. A work order was generated, maintenance called, and responded to immediately. A leak was found after cutting a 12" x 12" hole in drywall above kitchen cabinet. A licensed plumber was called same day. This has been an ongoing project being worked daily by both maintenance and licensed plumber until completed by plumber on Monday 11/12/16. Because area inside wall had to completely dry before plastering and drywall work could be done ·48 hours, the drywall repair was scheduled to be repaired on Thursday, 12/15/16. The drywall repair was completed by noon on 12/15. During this process we communicated with resident by both letters and maintenance door hanger notes throughout this process to keep resident informed of progress and any scheduling. Because the resident could not be reached by phone we chose to communicate via maintenance tags and letters. I can assure you Ihave never told the resident Ido not know when" it would be fixed". Any type of water leak, no matter how small, is considered an emergency and Is given a priority status because of the possible damage it could cause to the apartment and/or resident's possessions,   Once again, looking over the work orders and history, going over the issues with our office and maintenance staff, Ifeel like we have addressed and resolved all maintenance issues in a timely matter as each work order was addressed (and in most cases completed) the same day as the call-in_ Both my staff and myself have always treated resident, as well as all residents, with courtesy, caring,and respect and certainly apologize for anything less than this degree of service.   I would also like to add that resident states she feels these issues should have been found and taken care of before move-in. Resident moved in on August 512016, however the first work order was called in on August 19th and each issue called in are issues not known at move-in. We perform walk through once a home is ready for move-in and we also require residents to perform a walk through and list any items we have missed during our walk through.   As for resident's desired settlement to have her townhome fixed ASAP, Ifeel we have already met this expectation since each work order has been completed the same day as call-in. As Ihave explained to resident when each work order is called into office, we do not give rent credit for work orders, however, we will take care of her work order need. As for breaking the lease, resident has inquired before about breaking lease and options were explained to her at that time ·one option being a lease buyout option.   Once again, we apologize for any bad customer service, resident feels she has received. Ican assure her resident satisfaction and safety is a priority to the management and staff. We truly want all our residents to enjoy their home and living at Charleston East Apartments.   If you have any other questions or concerns, please feel free to call the Charleston East office.
 
Sandra M[redacted], Property Manager
Charleston East Apartments

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.  I have since spoke with management and it is agreed that maintenance will be more prompt and thorough when fixing things and will explain to me the processes/timeframes if something cannot be repaired in one trip. The holes still remain but maintenance said they would be filled by today; my previous plumbing and circulation issues have been resolved.
Regards,
[redacted]