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This is a response to complaint #***, regarding apartment number at *** *** *** **The apartment in question is a square foot bedroom, bath unit that includes a full size washer and dryer, central heat and A/C, and a full featured kitchenThe apartment is
located less than a block from the CSU,C campusPrior to the occupancy of new tenants, the apartment is thoroughly cleaned, the carpets are professionally cleaned (including any area rugs), and any required touch up painting is completedNew tenants are required to do a full walk through prior to taking possessionAt this time the tenants can make reasonable request for additional cleaning and/or repairs, which are then completed within a one to two week time frameAt lease signing all tenants receive a lease signing package that includes policies and procedures, service request forms and a list of important phone numbersWhen tenants have a problem in the apartment, they can either call in or drop off a service request form detailing what needs to be fixed and how they would like us to handle the repairMost tenants are happy to have us come in as soon as possible to preform the required service, weather they are there or notIf a tenant would only like us to enter their apartment when they are home, we are happy to honor their request, but we inform the tenant that trying to co-ordinate busy schedules and or limiting the service to certain hours may add additional time to when the service can be preformedAdditionally, not all work can be completed on the first visitOften times a problem must first be diagnosed and then parts must be ordered and/or a professional trades person must be scheduledAs to the tenants general complaints, to say that nothing would ever get fixed is simply untrue and our completed service request are the best proof of that2. The only time I would enter the tenants apartment is when I was requested to do so to perform a service requestI have no recollection of ever turning on the tenants A/C unit during the time they occupied the apartmentWe pay *** *** *** to spray the outside of the apartments on a monthly basisWe also inform the tenants at lease signing that *** will handle any pest problems (other than fleas) that occur inside their apartment as a free service that we provide***' number is on the list of important phone numbers mentioned above5. When we were informed of a roof leak my son spent several hours applying roof tar in an attempt to stop the leakOur office manager, ***, did go to the apartment and attempt to remove any mold that was presentSubsequent rain revealed that the patch had not totally stopped the leakAs the repair that was required would inconvenience the tenant, we waited a few days until all tenants had left for Christmas breakAt that time we cut out all affected sheet rock in the ceiling of the closet and placed a fan in the closet to dry out any residual moistureWe then removed a large area of shingles and tar paper from the roof and replaced the damaged roof sheetingAt no time, other than the minutes that it took to replace the roof sheeting, was the hole in the closet exposed to the skyThe roof was then re-papered and new shingles were installedNew insulation and sheet rock was placed in the ceiling of the closet, and the whole area was repaintedThere have been no problems with this area since the repairThe "severely burned" carpet in the living room consisted of several (5-6) quarter size burn marks that were the result of the previous tenant spilling Hooka Pipe coals on the carpet. The tenants could not understand why I would not charge the previous tenants the $1,plus dollars it would have required to replace the entire living room carpetI explained that I did not feel that would be a fair charge, given the extent of the damageI further explained that I had charged the previous tenants $to purchase an area rug to cover the damaged portion of the living room carpetThe area rug had been professionally cleaned, but was a bit frayed around to edgesThe currant tenants are using the same area rug and have expressed no problems with it's conditionIn summation, I have found that in our plus years of owning and managing college rental apartments, the more the tenants and the landlord can co-operate with each other, the better the experience for everyone involvedAt Chico College Housing we always try our best to treat all of our tenants with fairness and respectIt is our goal for everyone to have an enjoyable living experience in our rental propertiesI am truly sorry if these tenants feel that we did not meet this goal and wish them nothing but the best in their future living experiences.Sincerely,*** ***, ownerChico College Housing