College Property Management

Initial Business Response / [redacted] (1000, 6, 2015/12/12) */ I have been in contact with the resident and we are working out the resolution Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/28) */

Attached is a copy of email correspondence that we sent to the Complainant on June 16, in response to her concerns. We have not heard back from the Complainant. We will attempt to reach her again to work out any further resolution that may be required prior to her
scheduled modate in September.Please feel free to contact us with any further questions.Thank you

I am rejecting this response because:
their dishonest business practices speak for itself. Only after months of waiting for a response and asking for a supervisor did I finally receive some answers to very basic questions. Poorly managed company with subpar customer service.

Initial Business Response /* (1000, 6, 2015/12/12) */
I have been in contact with the resident and we are working out the resolution.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/28) */

Review: [redacted] was my landlord for a year and during this time he would enter our apartment without any notification and if we asked him to leave and come back he would never come back, which means whatever he came to fix would never get fixed. If he came into our apartment while we were gone he would run our air conditioning, which as a poor college kid who can't even run it for herself, was not okay. We had a mold problem that was caused from his leaky roofs and we contacted him several times about it and he never came. Eventually his office manager felt so bad for us he personally walked in the rain to our apartment and cleaned up all the mold for us and bleached it. This was an amazing gesture on the office managers part but the mold came back and my roommate was scared to sleep in her room and inhale it. [redacted] finally came to help with the mold problem and his solution was to come in to our apartment without asking and cut a giant hole in the ceiling of her closet where the mold was and then leave for a few days, leaving the exposed sky in the middle of winter. When we moved into the apartment our carpet was severely burned and he put down a disgusting rug that looked like he found it on the side of the road and told us he didn't want to take it out of the previous tenants deposit. Our apartment was regularly infested with beetles and ants which [redacted] did nothing about. If you asked him to fix problems he would just say there's nothing he could do and then give you a detailed over exaggeration of how much it would cost to fix these things like we are out of place in asking him to provide a suitable living condition for how much we had to pay to live in these horrible conditions. [redacted] is the definition of a slum lord.Desired Settlement: If we could get the entirety of our deposit back that would be great but I mostly just want to warn people about him.

Business

Response:

This is a response to complaint #[redacted], regarding apartment number 3 at [redacted]. The apartment in question is a 1500 square foot 4 bedroom, 2 bath unit that includes a full size washer and dryer, central heat and A/C, and a full featured kitchen. The apartment is located less than a block from the CSU,C campus. Prior 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 completed. New tenants are required to do a full walk through prior to taking possession. At 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 frame. At lease signing all tenants receive a lease signing package that includes policies and procedures, service request forms and a list of important phone numbers. When 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 repair. Most tenants are happy to have us come in as soon as possible to preform the required service, weather they are there or not. If 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 preformed. Additionally, not all work can be completed on the first visit. Often times a problem must first be diagnosed and then parts must be ordered and/or a professional trades person must be scheduled. As to the tenants general complaints, 1. to say that nothing would ever get fixed is simply untrue and our completed service request are the best proof of that. 2. The only time I would enter the tenants apartment is when I was requested to do so to perform a service request. 3. I have no recollection of ever turning on the tenants A/C unit during the time they occupied the apartment. 4. We pay [redacted] to spray the outside of the apartments on a monthly basis. We also inform the tenants at lease signing that [redacted] will handle any pest problems (other than fleas) that occur inside their apartment as a free service that we provide. [redacted]' number is on the list of important phone numbers mentioned above. 5. When we were informed of a roof leak my son spent several hours applying roof tar in an attempt to stop the leak. Our office manager, [redacted], did go to the apartment and attempt to remove any mold that was present. Subsequent rain revealed that the patch had not totally stopped the leak. As the repair that was required would inconvenience the tenant, we waited a few days until all tenants had left for Christmas break. At 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 moisture. We then removed a large area of shingles and tar paper from the roof and replaced the damaged roof sheeting. At no time, other than the 30 minutes that it took to replace the roof sheeting, was the hole in the closet exposed to the sky. The roof was then re-papered and new shingles were installed. New insulation and sheet rock was placed in the ceiling of the closet, and the whole area was repainted. There have been no problems with this area since the repair. 6. The "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 $1,000.00 plus dollars it would have required to replace the entire living room carpet. I explained that I did not feel that would be a fair charge, given the extent of the damage. I further explained that I had charged the previous tenants $100.00 to purchase an area rug to cover the damaged portion of the living room carpet. The area rug had been professionally cleaned, but was a bit frayed around to edges. The currant tenants are using the same area rug and have expressed no problems with it's condition. In summation, I have found that in our 30 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 involved. At Chico College Housing we always try our best to treat all of our tenants with fairness and respect. It is our goal for everyone to have an enjoyable living experience in our rental properties. I 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.