As noted the attachment, our pest control vendor said that there was no visible signs of bed bug activityRegarding the steam cleaning of the carpet, we should have honored what was initially offeredWe have used this situation as learning opportunity to improve our communication amongst team membersTo the best of my knowledge, we addressed the hot water issue the same dayWe had a vendor out to address and make a temporary fix while the part was delivered/installedI have met with several residents since I started at the community on October Some regarding challenges, some regarding successesI am available to residentsI find it surprising that an upset resident would pay a termination fee to end their lease due to maintenance challenges without asking for a conversation with me or my assistant managerCollection of the term fee did not raise any red flags since residents break their lease due to purchasing homes or employment transfersI am sorry that our former resident did not have a satisfactory living experienceIt is unfortunate that it is coming to my attention now, as I would have liked to have addressed during their residency to try and solve their concerns in a timely mannerThank you
We appreciate the feedback that our former resident sharedUnfortunately, the complaint did not reach the current manager until yesterday, due to ownership changes on On 9.22.15, we were notified by the resident that there bed bugs and other bugs in the apartmentPest control
went in on 9.25.15 to inspectReport shows that "tenants bought new bedsFollow up was completed the next weekUnit was cleared on 10.9.15. We noted the concern with the carpetAs a new owner, we should have offered a complimentary carpet cleaning, Unfortunately, change in staffing caused the hiccupWe received notification that there was an issue with hot water on The boiler was checked the same day was working at degrees hot waterOn 11.25.15, a service request was entered for issues with no hot waterWe outsourced to a plumbing companyThey came out to diagnose, ordered the part and it was replaced by the vendorResidents had hot water but it was not working at full capacity until the pump was replacedResidents were released from their apartment by paying a term feeIt is unfortunate that I did not have the opportunity to meet with our exiting residents to understand their frustrationWe will use this as a learning opportunity
Complaint: ***
I am rejecting this response because:Although you may think that the cold showers issue was addressed the same day as the complaint, this is not the case As stated in my previous letter, there were several trips made to the office with cold shower complaints before anyone ever came to the apartment to check on this issue The only reason someone actually showed up to address the problem was because my roommate went to the leasing office for the fourth or fifth time and asked to see if it was on record the amount of times she had been there making a complaint The people in the office denied her the records she asked for and sent a maintenance individual to our apartment within a half hour I would like to stress the fact that the only reason maintenance came to our apartment that day was because she brought to attention the amount of times she had been there to complain and nothing was done about it There was never any "temporary fix" even when the maintenance person came to the apartment Again, as stated in my previous letter, maintenance advised us that "it was the peak time of residents showering, therefore there is no hot water and there is nothing that can be done about it." The best option that was given to us was to choose to shower at a different time when less people in the building are taking showers, which is extremely inconvenient with our work/school schedules As for the bed bugs, you are correct as pest control reported to have found no evidence of bed bugs Though you seem to disregard the fact that in my last letter I stated I was continuously receiving bites each night while I slept after pest control made this conclusion I went to the office and explained this, and they once again told me since pest control found no evidence of bed bugs it means that there are none With this information, I went to the doctor to see if it could be anything else The doctor advised me that I was in fact receiving bed bug bites I also want to point out that the first time pest control came to our apartment, we were advised that "it could be awhile" before he makes it to our apartment because there were fifteen other apartments he had to treat that day Fifteen There is clearly a bug problem throughout the building, and entire complex for that matter It is shocking to me that a resident can make several complaints on the same issue over and over again and the supervisor and/or owner have no knowledge of it It is also shocking to me that a resident can tell the office that there is still a bug problem even though pest control is unable to fix this problem and a supervisor and/or owner are not contacted or given any knowledge of it I was given a "sorry, there is nothing we can do." Seeing as there was "nothing that could be done" I feel that there was no other option but to move out Would you want to live in a place where you receive itchy, uncomfortable, painful bug bites every night while you sleep? Even if a supervisor and/or owner had been advised of the ongoing issue like they should have been, what would they have done about it seeing as the pest control company they use is unable to figure this problem out and find a solution? After receiving bed bug bites for over a month and no supervisor or owner got involved to resolve this issue, I was not about to contact a supervisor and stick around to become a guinea pig for the supervisor/owner to try out their possible solutions I decided enough was enough as it was not good for my health or emotional well being to continue to be eaten alive
Sincerely,
*** ***
As noted the attachment, our pest control vendor said that there was no visible signs of bed bug activity. Regarding the steam cleaning of the carpet, we should have honored what was initially offered. We have used this situation as learning opportunity to improve our communication amongst team members. To the best of my knowledge, we addressed the hot water issue the same day. We had a vendor out to address and make a temporary fix while the part was delivered/installed. I have met with several residents since I started at the community on October 12. Some regarding challenges, some regarding successes. I am available to residents. I find it surprising that an upset resident would pay a termination fee to end their lease due to maintenance challenges without asking for a conversation with me or my assistant manager. Collection of the term fee did not raise any red flags since residents break their lease due to purchasing homes or employment transfers. I am sorry that our former resident did not have a satisfactory living experience. It is unfortunate that it is coming to my attention now, as I would have liked to have addressed during their residency to try and solve their concerns in a timely manner. Thank you.
Thank you for your feedback regarding your online leasing experience at Cherry Creek Club. I understand that you applied on 4.28.16 for a one bedroom apartment home. I understand that you had concerns about qualifying and were hoping to use a guarantor/co-signer. In some cases a guarantor is...
welcomed. However, we do not know until the application is processed by a third party. Correct direction was given to apply online, as this would determine if a guarantor option is available based off credit, employment and rental history. If the application is approved or approved with conditions (guarantor or one month's deposit), the application deposit of $100 is credited to the required security deposit. If not approved, the application deposit is refundable. Regarding your attempts to contact the leasing associate you were working with, we have several toll-free numbers. So, there may have been confusion when our associate shared our direct local line. We apologize for that confusion. It is my understanding that you were not given the best customer service when trying to reach our associate and discussing the guarantor option. We will use your experience as a learning opportunity and share that when one applies there is a chance the application will not be approved resulting in a refund being issued that may take 30 days. Also, we will share with our team to let a resident share their thoughts without interruption. Per your request, we have processed your refund and your refund check was sent to the leasing office. Customer service is key to our industry and we apologize that you did not have a good leasing experience.
As noted the attachment, our pest control vendor said that there was no visible signs of bed bug activityRegarding the steam cleaning of the carpet, we should have honored what was initially offeredWe have used this situation as learning opportunity to improve our communication amongst team membersTo the best of my knowledge, we addressed the hot water issue the same dayWe had a vendor out to address and make a temporary fix while the part was delivered/installedI have met with several residents since I started at the community on October Some regarding challenges, some regarding successesI am available to residentsI find it surprising that an upset resident would pay a termination fee to end their lease due to maintenance challenges without asking for a conversation with me or my assistant managerCollection of the term fee did not raise any red flags since residents break their lease due to purchasing homes or employment transfersI am sorry that our former resident did not have a satisfactory living experienceIt is unfortunate that it is coming to my attention now, as I would have liked to have addressed during their residency to try and solve their concerns in a timely mannerThank you
We appreciate the feedback that our former resident sharedUnfortunately, the complaint did not reach the current manager until yesterday, due to ownership changes on On 9.22.15, we were notified by the resident that there bed bugs and other bugs in the apartmentPest control
went in on 9.25.15 to inspectReport shows that "tenants bought new bedsFollow up was completed the next weekUnit was cleared on 10.9.15. We noted the concern with the carpetAs a new owner, we should have offered a complimentary carpet cleaning, Unfortunately, change in staffing caused the hiccupWe received notification that there was an issue with hot water on The boiler was checked the same day was working at degrees hot waterOn 11.25.15, a service request was entered for issues with no hot waterWe outsourced to a plumbing companyThey came out to diagnose, ordered the part and it was replaced by the vendorResidents had hot water but it was not working at full capacity until the pump was replacedResidents were released from their apartment by paying a term feeIt is unfortunate that I did not have the opportunity to meet with our exiting residents to understand their frustrationWe will use this as a learning opportunity
Complaint: ***
I am rejecting this response because:Although you may think that the cold showers issue was addressed the same day as the complaint, this is not the case As stated in my previous letter, there were several trips made to the office with cold shower complaints before anyone ever came to the apartment to check on this issue The only reason someone actually showed up to address the problem was because my roommate went to the leasing office for the fourth or fifth time and asked to see if it was on record the amount of times she had been there making a complaint The people in the office denied her the records she asked for and sent a maintenance individual to our apartment within a half hour I would like to stress the fact that the only reason maintenance came to our apartment that day was because she brought to attention the amount of times she had been there to complain and nothing was done about it There was never any "temporary fix" even when the maintenance person came to the apartment Again, as stated in my previous letter, maintenance advised us that "it was the peak time of residents showering, therefore there is no hot water and there is nothing that can be done about it." The best option that was given to us was to choose to shower at a different time when less people in the building are taking showers, which is extremely inconvenient with our work/school schedules As for the bed bugs, you are correct as pest control reported to have found no evidence of bed bugs Though you seem to disregard the fact that in my last letter I stated I was continuously receiving bites each night while I slept after pest control made this conclusion I went to the office and explained this, and they once again told me since pest control found no evidence of bed bugs it means that there are none With this information, I went to the doctor to see if it could be anything else The doctor advised me that I was in fact receiving bed bug bites I also want to point out that the first time pest control came to our apartment, we were advised that "it could be awhile" before he makes it to our apartment because there were fifteen other apartments he had to treat that day Fifteen There is clearly a bug problem throughout the building, and entire complex for that matter It is shocking to me that a resident can make several complaints on the same issue over and over again and the supervisor and/or owner have no knowledge of it It is also shocking to me that a resident can tell the office that there is still a bug problem even though pest control is unable to fix this problem and a supervisor and/or owner are not contacted or given any knowledge of it I was given a "sorry, there is nothing we can do." Seeing as there was "nothing that could be done" I feel that there was no other option but to move out Would you want to live in a place where you receive itchy, uncomfortable, painful bug bites every night while you sleep? Even if a supervisor and/or owner had been advised of the ongoing issue like they should have been, what would they have done about it seeing as the pest control company they use is unable to figure this problem out and find a solution? After receiving bed bug bites for over a month and no supervisor or owner got involved to resolve this issue, I was not about to contact a supervisor and stick around to become a guinea pig for the supervisor/owner to try out their possible solutions I decided enough was enough as it was not good for my health or emotional well being to continue to be eaten alive
Sincerely,
*** ***
As noted the attachment, our pest control vendor said that there was no visible signs of bed bug activity. Regarding the steam cleaning of the carpet, we should have honored what was initially offered. We have used this situation as learning opportunity to improve our communication amongst team members. To the best of my knowledge, we addressed the hot water issue the same day. We had a vendor out to address and make a temporary fix while the part was delivered/installed. I have met with several residents since I started at the community on October 12. Some regarding challenges, some regarding successes. I am available to residents. I find it surprising that an upset resident would pay a termination fee to end their lease due to maintenance challenges without asking for a conversation with me or my assistant manager. Collection of the term fee did not raise any red flags since residents break their lease due to purchasing homes or employment transfers. I am sorry that our former resident did not have a satisfactory living experience. It is unfortunate that it is coming to my attention now, as I would have liked to have addressed during their residency to try and solve their concerns in a timely manner. Thank you.
Thank you for your feedback regarding your online leasing experience at Cherry Creek Club. I understand that you applied on 4.28.16 for a one bedroom apartment home. I understand that you had concerns about qualifying and were hoping to use a guarantor/co-signer. In some cases a guarantor is...
welcomed. However, we do not know until the application is processed by a third party. Correct direction was given to apply online, as this would determine if a guarantor option is available based off credit, employment and rental history. If the application is approved or approved with conditions (guarantor or one month's deposit), the application deposit of $100 is credited to the required security deposit. If not approved, the application deposit is refundable. Regarding your attempts to contact the leasing associate you were working with, we have several toll-free numbers. So, there may have been confusion when our associate shared our direct local line. We apologize for that confusion. It is my understanding that you were not given the best customer service when trying to reach our associate and discussing the guarantor option. We will use your experience as a learning opportunity and share that when one applies there is a chance the application will not be approved resulting in a refund being issued that may take 30 days. Also, we will share with our team to let a resident share their thoughts without interruption. Per your request, we have processed your refund and your refund check was sent to the leasing office. Customer service is key to our industry and we apologize that you did not have a good leasing experience.