There is a rental difference in the type of unit that was selected to transfer into from the current unit the resident is living in. We agreed to transfer the resident to the more expensive apartment at the same rental rate until their current lease expires and then the rent would increase to the market rate for the for the unit chosen if the resident chooses to renew. It is possible for the resident to wait to transfer into a "like unit" that would not be more costly when one comes available but the resident would need to speak directly to the property manager to discuss.
[redacted] called Friday 8/25/2017 regarding his final statement of move out and he was in dispute regarding the charges of paying 60 days through and the reletting fee. On Friday I spoke with Mr.[redacted] and he stated that he would come by Monday morning and I will go over the statement with him: I would investigate the charges before I left Friday evening as well. Mr. [redacted] was incorrectly charged for not giving a notice to vacate and reletting fee which is 85% of the lease contract, it was found that he did give notice and paid all monies due to [redacted] Trail Townhomes however he was charged for the file cabinet and bbq gril left on the patio. Mr.[redacted] will get back his deposit of $300 less of $50 for the items left on the patio and any credit that was on his account as well. I revised his statement of move out and emailed my account to revise the statement, I called and gave Mr. [redacted] a update and he stated that he was glad it could be all worked out I told him that it could take up to 30 days to process that information and have a check sent to his current home.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. While Palo Alto maintains that they have done all that needs to be done in order to fix the situation, I feel that to not be the case. I've attached a photo of the area of the carpet that was cleaned. Only a small portion of the carpet was cleaned from the sewage damage. Not once in the 4 floods that I have experienced since I moved in just over a year ago has the carpet actually been replaced. Maintenance has reported to me verbally that there is no doubt that there is mold within the walls from the two rain floods that I have experienced. While office management attempted to tell me that all of the drywall and wood used within the unit is waterproof. The pet damage picture is from a pet that I do not own. I have since paid 2 pet deposits just to ensure that if a pet or two ever enter my unit that I am covered fully via deposits. I spoke with maintenance and they confirmed that if I fix the wall where it was damaged by the pet, that I will not be charged for that damage upon move out. Also, in conversations with office management, I asked that if the carpet has pet urine on it would it be replace. The response was "If we deem that the urine has absorbed enough into the carpet then yes, the carpet would need to be fully replaced." So this is telling me that the apartment complex will replace the carpet for pet urine, but not for raw sewage. The two attachments that Palo Alto had listed as "Bathroom Cabinets" were actually the pictures of the kitchen cabinets. I've attached a picture of what the sink looked like AFTER the flooding that had spilled over onto the floor had subsided. I was left to clean the sludge out of the sink by myself. This flood affected the kitchen as well as the laundry room and entry way. None of which had anything replaced to fix the damage. A board was placed under the kitchen sink but none of the particle board that actually touches the ground was replaced. The two attachments labeled Sewage in LR and Living Room 2 show the damage that was caused by the sewage over flowing from the bathtub. Living Room 2 shows the size of the hole that was dug by the plumbers. The mound of dirt is essentially a pile of sewage mud that was left on my floor for the days that the fix was happening. The mud (not to mention the flooding from the tub) pooled up in the corner of the room over by where my tv stand usually is. I moved it to get it out of the pool of water, and was left to soak up as much of the Sewage water as I could by myself. The only portion of the vinyl that was replaced by the apartment complex as well as the only portion of the baseboards that were enzymed were the portions in the bathroom and dining room. As they did not move any of my belongings in the living room especially the couch, there is no way they enzymed or treated the baseboards within the living room. The entire living room floor had raw sewage covering it from the flood and has yet to be cleaned. I have been told by the apartment complex that all has been done that needs to be. However, I do not feel safe with the health conditions of the unit as described. The plumbing team was power washing out the inside of the apartment when they were cleaning as the overspray from the power washer went into the entry hall closet coating anything on the floor in a layer of sewage mud. There was also water pooled into the bottom of the closet where the plumbers had not thought to look while cleaning the mess. In the email correspondence between myself and the apartment, I have made it clear that I do not accept the offering made by them. I have also rejected the offer of moving units within the complex as I feel that it is possible there could have been sewage damage to a different unit as well and the same treatment done. There is no telling how dirty the rest of the units throughout the complex could be. I am requesting that I be let out of my lease and allowed to move wherever I see fit. The trouble of changing addresses for all of my belongings/accounts would take a lot of time and effort, and why would I want to put myself through that and then in the end still be living in the same apartment complex as the one i'm in now; knowing how they treat their tenants and their tenants health safety? The apartment has not been fully treated to clean the remaining sewage. When my insurance adjuster came to the apartment, it was categorized as a level 3 contaminant. Meaning that all of my belongings have been in contact and absorbed raw sewage. It is beyond me how the apartment complex can tell me that everything to be done has been done, when there was a pool of sewage water under my tv stand and the vinyl floor in the living room has not been replaced, along with the baseboards that had sewage sitting against them for hours on end. I feel that living in this unit poses an extreme health hazard. I would like to attach more documents and pictures to my complaint, but it seems that 4 is the limit. Thank you very much, [redacted]
Here is the response if this is easier: *When the prior manager left there was nothing written about the [redacted]'s needing to transfer. *If there was a unit for them to transfer into at the time the past manager left it would have been put into our computer program we use. *The past...
manager left in February and the new manager did not start until a month later. *To follow is the time line of the communication the Manager Loretta had with the [redacted]’s: o 5/15/15 – The [redacted]'s came to the office and spoke with Loretta about transferring on site o They were offered two units § [redacted] an upstairs to move into on 7/11/15 § [redacted] a downstairs to move into on 8/14/15 o They chose the upstairs unit because they could move into it sooner o 05/22/15 – The [redacted]'s came back to the office and wanted the downstairs and they were informed that we could not do this because the unit they were currently in was leased and we had nowhere else to put the residents that leased the unit they were currently in. o 6/2/15 – The [redacted]’s came back to the office to request us to allow them to move into the upstairs unit for a month then transfer to the downstairs unit. o The [redacted] where informed at that time that we cannot do this that they would have to stay in the unit they were transferring to at least 12 months before they could transfer, this is our policy. o After this conversation the [redacted]’s came in a few more times requesting the manager take exception for them and when she would not they requested a phone number to her boss. o At this point they were given the corporate office e-mail address as she is required to. *As for the attempted communication with myself or the corporate office: · We never received an e-mail at the corporate level o If we had it would have been referred back to the manager as this is her property · Never received any calls at the corporate level o If we had it would have been referred back to the manager as this is her property · Myself I received one letter and I contacted the manager and requested she contact the residents o The [redacted]'s did try to contact me on my personal Social Media accounts, these are my personal accounts not business *On 7/10/15 the [redacted]'s transfer to #[redacted] the upstairs unit *On 7/14/15 the [redacted]'s brought in a list of items that they thought needed repairs- · At this point the manager Loretta went over the list with the residents and notated the items we can fix and the items that could not be fixed so they would not be charged at move out. · Loretta then went over the list with the maintenance person and he went and completed the items that they requested to be fixed *On 7/27/15 the [redacted]'s returned to the office with the list and were informed that everything but the mirror had been completed and it was on order. · Mrs. [redacted] stated at that point nothing had been completed *On 7/28/15 our maintenance person was not at work *On 7/29/15 our maintenance person went over to the [redacted]’s unit with the list and checked everything: · At this point he installed the mirror · He installed a new screen to replace the bent one · He went over the list with the resident of the remaining items and they had all been taken care of · He also asked if there was anything else they needed she requested the rust on the shower escutcheon plate be removed and this was completed. · Our maintenance tried several time to get entry to their unit and was not let in until late in the day Thank you for all your help and please let me know if I need to do anything else! Christine R. L[redacted] Christine R. L[redacted] District Manager Tyler/Plano National Property Management Associates Inc. 5315 South Broadway Suite 47 Tyler Texas 75703 [redacted]@[redacted].com O ###-###-#### F ###-###-####
Please also see attached.Portland Manor Property Manager, [redacted], has addressed each complaint received from [redacted] in writing to each resident of the building. In addition, Ms. [redacted] has personally met with the downstairs neighbor to discuss the behavior that Ms. [redacted] is...
complaining about. The downstairs neighbors (an elderly couple) have denied making the noises that are being complained of, however, Ms. [redacted] did remind them that they live in an apartment and noise does travel. She has asked that they be conscious of the amount of noise they are making as it is disturbing to the family living above them. Attached are copies of the notices that have been sent regarding this matter.Sincerely,[redacted]Assistant Regional Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not accept the response. Partly due to the fact that it was one sided I send the email I sent Sarah however none of the email a displayed. The bulk of my complaint is in reference to the lack of acceptance and honor for my right to be present during my work orders. Why are there no expection for those who choose to be present for work orders. My kitchen flooded because I placed a work order with the respect that someone would fix it and I came home to a flooded kitchen; therefore I don't trust that work orders will be filled unless someone is there. Someone can work on Saturday or extend there hours on Friday to work my work order. I don't trust any of them in my house and I definitely cannot trust their word, hence the reason im dealing with rot and mold. For example during my first complaint I mentioned the abandon refrigerators and ovens behind the laundry room. According to the response I received those items were schedule for pick Last week. Those items are all still there and still a Harvard. I believe a saturday work order should be available for those who have had on going issues with Palo Alto. I would think that appreciating resident would be the primary priority. Regards, [redacted]
I am in receipt of your letter that was received on 3/27/17. I would first like to say that I am aware of the issues in your apartment. I understand your frustration and want you to know that there is also frustration on the part of the management team when unforeseen issues such as you have experienced happen. I have reviewed the information provided to you by the management/maintenance team as to the measures they took to remedy the problem. As far as I can see the plumbing issue was addressed in a timely manner as we did have to hire an outside contractor to unstop the building. Often times when the plumbers come out to address a stoppage in a building it is just that but there are cases when it becomes a bigger issue with piping underground and there is more extensive work that must be done. This is not uncommon and we do not fully know what we are dealing with at the start of such issues.I am aware that Sarah our property manager has been in contact with you every step of the way on timelines, status, etc. Our maintenance personnel took extra precaution and specifically watched this problem and took measures just so it wouldn’t happen again. Our staff offered other options such as staying in the model for the inconvenience of the unforeseen repairs. I was told you said you would be out of town so it wouldn’t be necessary to stay in the model but a key was given to you anyway. If you decided not to stay in the model that was on your own accord. Several reputable contractors were in your unit to put back together anything that might have been damaged or “undone” during the process of the repairs. Drywall repairs, carpet padding and enzyme treatments, drying fans, replacements of vinyl where effected, and housekeeping were performed in your unit. Our maintenance staff have also done moisture readings in your unit to make sure it was free of moisture. This documentation was given to you as proof of service. Along with the measures taken by our staff, you as the resident holds a responsibility per your lease agreement by making sure you are running your air conditioner to ensure proper air flow in your unit.I was made aware that options were offered to you as you are not happy with your unit. As discussed with management prior, a concession of $165 was added to your account. A different unit was offered for you to transfer to waiving the transfer fees normally associated with a transfer. As everything in your current unit was addressed appropriately and if you are still unhappy, you are welcome to break the lease with applicable charges as discussed with the property manager. Sincerely, Francesca [redacted] – Regional Manager- NPMA
This complaint has been resolved. Complainant is being transferred to another area of the property due to conflict between neighbors. The work order related complaints were previously addressed and are a non issue. The Fort Worth Police Dept. did go into the neighboring unit and...
stated that the dog in question was not in their home. There is no proof that the dog was stolen at this time.
In response to the complaint by [redacted] currently living in apartment #[redacted] to Revdex.com. We offer our residents several ways of communication to communicate with us. Residents may contact us through texting, email, office visit and telephone, Ms. [redacted] has used these ways to communicate...
with us in the past and currently. We have contacted [redacted] regarding complaints given to try to resolve any issues she may have/had, she replied that most of the complaints giving were complaints before current company purchase the community in October 2012. The issues with: Rats, Mold, Transferring to different unit: All were complaints with prior management company and owner. Her current complaint is for us to give her permission to install a window ac unit. We don’t allow residents to install ac windows unit, as it is against the [redacted] City Fire Code.The last AC request giving by Ms. [redacted], AC not cooling properly in 2nd bedroom (completed work order attached), this was addressed same day.Maintenance notice several items covering ac vent which, we explained to her that she would have to remove the clutter and several items from ac vent. (picture attached) The only current request we have received from Ms. [redacted] was giving to us 7/27/17 regarding hot water pressure, which was addressed/completed next day. (completed work order attached) Ms. [redacted] reported to us that roof/siding contractors were using her electric and water without permission, this was addressed the same day it was reported. In conclusion, after speaking with [redacted], we asked her if she has any other current issues that she may have but, as of today she has not responded. Thank you in advance for allowing us to answer this complaint and giving us the opportunity to resolve this complaint/dispute. Sincerely, Nakala [redacted] WP Property Manager
In regards to training all National Property Management Associate employees go through training in all aspects of property management on a continuing educational basis, and I am confident that they adhere to the National Property Management Association and [redacted]...
requirements. Regarding the mandatory annual inspections, this is a company wide requirement that all properties must complete on a yearly basis. These schedules are set by our corporate office with required deadlines that all sites must adhere too. I have reviewed all documents provided by the office; via our text box system that shows that on 3/20/17 the first notification was sent regarding the mandatory walks and again a reminder on 3/22/2017 the day of the inspections. I understand per you email that you did not receive the text messages as you changed your number however these numbers were not updated by you in the resident portal and there is no documentation to the claim that they were updated in person in November 2016. Regarding the bulk email that was sent out using our resident connect system, as discussed on the phone with the property manager on 3/27/17, these could not be retrieved thru our IT department. It is my understanding that during the phone conversation with the property manager regarding the initial inspection the mis-understand/communication was resolved or at least ended cordially and that this particular concern had been resolved. Moving on to the next concern that you have regarding entry to your apartment on 3/30/17 by the maintenance and contractor via the pre-move out walks, I understand that the apartment was on notice to vacate for 4/30/2017, it is standard practice to do pre-walks when the residents are moving out to pre-order any needed supplies. I am in agreeance that you do have the right to your apartment home thru your initial move out date of 4/30/17, however it is my understanding that you communicated with the office that you were almost completely vacated on 3/27/17 and it was confirmed by our electric provider that utilities were disconnected and rolled back into the properties name on 3/27/2017, per page 2 paragraph 12 of your [redacted] lease it states that you must keep utilities connect thru the end of your lease term, therefore the maintenance team & contractor went over on 3/30/2017 to do the supply walk. We understand this was not an emergency and that the maintenance team did not leave a card/notification as most items had been removed from the unit and unfortunately under better judgment did not think it was necessary. Therefore, because you were out by the end of March and did not occupy the unit for April we are going to give you back your rent for the month of April in the amount of $725.00 this will reflect on your final account statement that we are processing now. National Property Management Associates Regarding the compensation you are requesting for the renters insurance claim unfortunately we will not be reimbursing you for these fees. At this time we have still not been found liable for the claim that is being made. Our office is working diligently with Detective [redacted] with the [redacted] and all team members and the contractor have given recorded statements along with all other documentation to help resolve and close this case. In closing as stated the office staff is currently working on your final account statement and will have this to you no late than 5/30/2017 .
I am responding to the BB complaint from Ms. [redacted]. Ms. [redacted] moved out on 5/31/2016 and her move-out statement was done 6/21/16, Where the mix-up occurred is my assistant went into labor a month early preventing her to complete the task she was working on at the time and I over looked...
that her deposit statement had not been sent to corporate office. I was made aware of the statements not being sent to corporate office on 7/19/2016. I asked my office if they had spoken to Ms. [redacted] and my leasing agent said she had called at the end of Friday, then Called Saturday and then called again on Monday. I was unavailable Friday, Off Saturday and out of the office on Monday so today the 19th of July would of been my first opportunity to respond to her if given the chance. I called Ms. [redacted] today July 19, 2016 around 11:40am and explained all of this to her and advised her she should see her refund by the end of the week. I always return my calls and we handle our residents (current or previous) with professionalism and if given the chance to respond I would have been able to respond before taking measures with the Revdex.com which reflects poorly on my office. Thank You, Angela [redacted] - Property manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
That is a complete and utter lie. We were not offered a downstairs apartment and for you to say so is disgusting. You were not here. If that is what your employee put into the system then you have hired a very dishonest person. I have no reason to lie and find the fact that your employee is falsifying records to be despicable. If I was offered a downstairs apartment or of the upstairs apartment I moved into have been prepared in proper manner I would not have a problem. If the property manager was in her office more times than not then we would not have this problem. All you have to do is ask the rest of the community here.
The Rochester area Regional Manager, Margaret P[redacted], spoke with Mrs. [redacted] early this week. She explained that the land on which Dorsey Gardens is built is very low lying. She further explained that we are aware that parking lots sometimes do not drain out immediately,...
especially when we receive heavy rain. However, the owners of Dorsey Gardens continue to make driveway and drainage improvements, and in fact, recently completed repairs close to the area where the resident lives.
During this discussion, Mrs. [redacted] explained that she is concerned about the upcoming winter, specifically mentioning that she is worried that the parking lot could ice over. The Regional Manager offered to transfer the resident to one of our other Rochester area properties. Mrs. [redacted] agreed, and specifically asked to be transferred to Susan Apartments.
We are now working with the Property Manager at Susan Apartments in an effort to find an apartment and location on the property that will satisfy all of the Mrs. [redacted]'s needs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In response to Mrs. [redacted]'s complaint, as she has stated, our pest control company has treated her apartment several times. The unit was treated as part of the scheduled preventative treatment on 5/30/17. Mrs. [redacted] reported to the office that she was seeing spiders after the regular...
treatment. Her unit was treated again, specifically for spiders, on 6/15/17. Mrs. [redacted] then reported to the office that she was having problems with scorpions. Her unit was treated again on 6/15/17. Our pest control company did not report seeing any scorpions in her unit while they were there. She reported spiders again and her unit was treated again on 8/17/17. Our pest control company did not report seeing either scorpions or spiders when they treated on 8/17. We have not received reports of scorpions from any other residents in the building. However, in an abundance of caution, we have also scheduled our pest control company to come and dust under the building today, 8/23/17. In regards to Mrs. [redacted]'s maintenance issues, we have scheduled a licensed plumber to address the issue of no cold water in her master shower today, as our maintenance staff has looked at it but has not been able to determine what the problem is. We have also scheduled a contractor to make the drywall repairs in Mrs. [redacted]'s kitchen today where it was cut out to repair a leak. We have been short maintenance staff recently as Mrs. [redacted] states. However, we have a new maintenance person hired and starting on 8/25/17 at which time he will address the issue with her bedroom doors not closing. As requested by Mrs. [redacted], we have offered to move her family to a different unit on the property if she would prefer to do that. The on-site manager is currently in contact with the resident in regards to selecting a different unit to transfer to. Should there be any additional questions or concerns, please do not hesitate to contact me at the number below. Paula M. District Manager
Ms. [redacted], I apologize for the oversight on the lease not being on our terms and thus charging you the wrong amount. We will revise your charges to reflect the required thirty day notice only. Please, visit the onsite office for your new statement of deposit form.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided that the business adheres to its decision. If, upon receiving the final statement, there are any discrepancies (such as lacking an itemized and accurate statement), this complaint shall be reopened and forwarded to other agencies.
Regards,
[redacted]
Please look over and approve response:This is in response to compliant ID [redacted]To Whom It May Concern:I have just looked through the residents file for all work orders going back through 2015 thru to date. The first work order was submitted in writing thru the online portal on February 21,...
2017 at 1:50 PM regarding damage to the cabinet due to water (flooding), the second request was submitted in writing thru the online portal February 23, 2017 at 6:53 PM (after hours) for the same request , the third request was submitted in writing thru the online portal on February 24, 2017 at 6:45 PM (after hours) for the same request. The week of February 20-24, 2016 we only had one maintenance technician due to vacation schedules, we do work orders in emergency order not the order they are received. Unfortunately we had several AC request that took precedence over the work order in question for a damaged cabinet (no current leak) as this is not considered an emergency. We show no prior work orders for apartment [redacted] in writing since 10/08/2015. The resident has been serviced by our pest control contractor for pest on January 30, 2017, February 13, 2017 and February 27, 2017 all for general spray, they have notated no infestation or bugs seen in unit during service. The last service was on October 3, 2016 for building rotation (not requested by the resident) general spray however the residents dog was loose and service could not be rendered. We reached out to our on call after hours answering service and they checked the inbound calls for the months of January and February for both apartment[redacted] and the downstairs neighbor with out any records. The phone number we have on file [redacted], the answering service shows no after hour calls for either months. Our maintenance team has the correct work order request for the damaged cabinet and will be over today to access the damage and make any necessary repairs, we will be taking pictures for documentation and will notify the residents of the findings as well as the work that needs to be done if damage is found. We will reach out to the resident today(2/28/17) to schedule a clean out with the pest control contractor for Monday, March 6, 2017. Regarding the appliances that are being temporary stored on the back side of building 25 that faces the TRE rail and woods, these are scheduled to be picked up this week by our scrape contractor. All appliances have a currently tarp over them and have caution tape blocking off the area until the appliances are picked up.Regarding the settlement offer portion of this compliant we have several options on how to contact the office; text messaging, email, online portal and telephone. This is the first complaint or issue that the office is aware of for apartment 221. The residents contract is up February 28, 2017 and has chosen to renew with us for another 12 months. Our office hours are Monday-Friday 8:30-5:30 during the week and we have 4 office team members that rotate lunches and breaks, leaving someone always in the office, on the occasion we are not available we are either in a meeting or helping a client. Residents are welcome anytime to contact the office to address any concerns or issues they are experiencing using the above methods of contact. The company website is available to anyone by going to www.npmahome.com Please let us know if there are any further questions or concerns regarding this complaint. Regards, Sarah [redacted] | Community ManagerPalo Alto Apartment Homes3808 Post Oak Blvd |Euless, TX 76040Office 817.540.2399 | Fax 817.868.0730
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Unfortunately we are going to drop this complaint. Only because we fear we will place a bigger target on our back. We would rather live with the issues than risk upseting management further. Mr. & Mrs. [redacted] Regards, [redacted]
There is a rental difference in the type of unit that was selected to transfer into from the current unit the resident is living in. We agreed to transfer the resident to the more expensive apartment at the same rental rate until their current lease expires and then the rent would increase to the market rate for the for the unit chosen if the resident chooses to renew. It is possible for the resident to wait to transfer into a "like unit" that would not be more costly when one comes available but the resident would need to speak directly to the property manager to discuss.
[redacted]...
[redacted] called Friday 8/25/2017 regarding his final statement of move out and he was in dispute regarding the charges of paying 60 days through and the reletting fee. On Friday I spoke with Mr.[redacted] and he stated that he would come by Monday morning and I will go over the statement with him: I would investigate the charges before I left Friday evening as well. Mr. [redacted] was incorrectly charged for not giving a notice to vacate and reletting fee which is 85% of the lease contract, it was found that he did give notice and paid all monies due to [redacted] Trail Townhomes however he was charged for the file cabinet and bbq gril left on the patio. Mr.[redacted] will get back his deposit of $300 less of $50 for the items left on the patio and any credit that was on his account as well. I revised his statement of move out and emailed my account to revise the statement, I called and gave Mr. [redacted] a update and he stated that he was glad it could be all worked out I told him that it could take up to 30 days to process that information and have a check sent to his current home.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. While Palo Alto maintains that they have done all that needs to be done in order to fix the situation, I feel that to not be the case. I've attached a photo of the area of the carpet that was cleaned. Only a small portion of the carpet was cleaned from the sewage damage. Not once in the 4 floods that I have experienced since I moved in just over a year ago has the carpet actually been replaced. Maintenance has reported to me verbally that there is no doubt that there is mold within the walls from the two rain floods that I have experienced. While office management attempted to tell me that all of the drywall and wood used within the unit is waterproof. The pet damage picture is from a pet that I do not own. I have since paid 2 pet deposits just to ensure that if a pet or two ever enter my unit that I am covered fully via deposits. I spoke with maintenance and they confirmed that if I fix the wall where it was damaged by the pet, that I will not be charged for that damage upon move out. Also, in conversations with office management, I asked that if the carpet has pet urine on it would it be replace. The response was "If we deem that the urine has absorbed enough into the carpet then yes, the carpet would need to be fully replaced." So this is telling me that the apartment complex will replace the carpet for pet urine, but not for raw sewage. The two attachments that Palo Alto had listed as "Bathroom Cabinets" were actually the pictures of the kitchen cabinets. I've attached a picture of what the sink looked like AFTER the flooding that had spilled over onto the floor had subsided. I was left to clean the sludge out of the sink by myself. This flood affected the kitchen as well as the laundry room and entry way. None of which had anything replaced to fix the damage. A board was placed under the kitchen sink but none of the particle board that actually touches the ground was replaced. The two attachments labeled Sewage in LR and Living Room 2 show the damage that was caused by the sewage over flowing from the bathtub. Living Room 2 shows the size of the hole that was dug by the plumbers. The mound of dirt is essentially a pile of sewage mud that was left on my floor for the days that the fix was happening. The mud (not to mention the flooding from the tub) pooled up in the corner of the room over by where my tv stand usually is. I moved it to get it out of the pool of water, and was left to soak up as much of the Sewage water as I could by myself. The only portion of the vinyl that was replaced by the apartment complex as well as the only portion of the baseboards that were enzymed were the portions in the bathroom and dining room. As they did not move any of my belongings in the living room especially the couch, there is no way they enzymed or treated the baseboards within the living room. The entire living room floor had raw sewage covering it from the flood and has yet to be cleaned. I have been told by the apartment complex that all has been done that needs to be. However, I do not feel safe with the health conditions of the unit as described. The plumbing team was power washing out the inside of the apartment when they were cleaning as the overspray from the power washer went into the entry hall closet coating anything on the floor in a layer of sewage mud. There was also water pooled into the bottom of the closet where the plumbers had not thought to look while cleaning the mess. In the email correspondence between myself and the apartment, I have made it clear that I do not accept the offering made by them. I have also rejected the offer of moving units within the complex as I feel that it is possible there could have been sewage damage to a different unit as well and the same treatment done. There is no telling how dirty the rest of the units throughout the complex could be. I am requesting that I be let out of my lease and allowed to move wherever I see fit. The trouble of changing addresses for all of my belongings/accounts would take a lot of time and effort, and why would I want to put myself through that and then in the end still be living in the same apartment complex as the one i'm in now; knowing how they treat their tenants and their tenants health safety? The apartment has not been fully treated to clean the remaining sewage. When my insurance adjuster came to the apartment, it was categorized as a level 3 contaminant. Meaning that all of my belongings have been in contact and absorbed raw sewage. It is beyond me how the apartment complex can tell me that everything to be done has been done, when there was a pool of sewage water under my tv stand and the vinyl floor in the living room has not been replaced, along with the baseboards that had sewage sitting against them for hours on end. I feel that living in this unit poses an extreme health hazard. I would like to attach more documents and pictures to my complaint, but it seems that 4 is the limit. Thank you very much, [redacted]
Here is the response if this is easier: *When the prior manager left there was nothing written about the [redacted]'s needing to transfer. *If there was a unit for them to transfer into at the time the past manager left it would have been put into our computer program we use. *The past...
manager left in February and the new manager did not start until a month later. *To follow is the time line of the communication the Manager Loretta had with the [redacted]’s: o 5/15/15 – The [redacted]'s came to the office and spoke with Loretta about transferring on site o They were offered two units § [redacted] an upstairs to move into on 7/11/15 § [redacted] a downstairs to move into on 8/14/15 o They chose the upstairs unit because they could move into it sooner o 05/22/15 – The [redacted]'s came back to the office and wanted the downstairs and they were informed that we could not do this because the unit they were currently in was leased and we had nowhere else to put the residents that leased the unit they were currently in. o 6/2/15 – The [redacted]’s came back to the office to request us to allow them to move into the upstairs unit for a month then transfer to the downstairs unit. o The [redacted] where informed at that time that we cannot do this that they would have to stay in the unit they were transferring to at least 12 months before they could transfer, this is our policy. o After this conversation the [redacted]’s came in a few more times requesting the manager take exception for them and when she would not they requested a phone number to her boss. o At this point they were given the corporate office e-mail address as she is required to. *As for the attempted communication with myself or the corporate office: · We never received an e-mail at the corporate level o If we had it would have been referred back to the manager as this is her property · Never received any calls at the corporate level o If we had it would have been referred back to the manager as this is her property · Myself I received one letter and I contacted the manager and requested she contact the residents o The [redacted]'s did try to contact me on my personal Social Media accounts, these are my personal accounts not business *On 7/10/15 the [redacted]'s transfer to #[redacted] the upstairs unit *On 7/14/15 the [redacted]'s brought in a list of items that they thought needed repairs- · At this point the manager Loretta went over the list with the residents and notated the items we can fix and the items that could not be fixed so they would not be charged at move out. · Loretta then went over the list with the maintenance person and he went and completed the items that they requested to be fixed *On 7/27/15 the [redacted]'s returned to the office with the list and were informed that everything but the mirror had been completed and it was on order. · Mrs. [redacted] stated at that point nothing had been completed *On 7/28/15 our maintenance person was not at work *On 7/29/15 our maintenance person went over to the [redacted]’s unit with the list and checked everything: · At this point he installed the mirror · He installed a new screen to replace the bent one · He went over the list with the resident of the remaining items and they had all been taken care of · He also asked if there was anything else they needed she requested the rust on the shower escutcheon plate be removed and this was completed. · Our maintenance tried several time to get entry to their unit and was not let in until late in the day Thank you for all your help and please let me know if I need to do anything else! Christine R. L[redacted] Christine R. L[redacted] District Manager Tyler/Plano National Property Management Associates Inc. 5315 South Broadway Suite 47 Tyler Texas 75703 [redacted]@[redacted].com O ###-###-#### F ###-###-####
Please also see attached.Portland Manor Property Manager, [redacted], has addressed each complaint received from [redacted] in writing to each resident of the building. In addition, Ms. [redacted] has personally met with the downstairs neighbor to discuss the behavior that Ms. [redacted] is...
complaining about. The downstairs neighbors (an elderly couple) have denied making the noises that are being complained of, however, Ms. [redacted] did remind them that they live in an apartment and noise does travel. She has asked that they be conscious of the amount of noise they are making as it is disturbing to the family living above them. Attached are copies of the notices that have been sent regarding this matter.Sincerely,[redacted]Assistant Regional Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not accept the response. Partly due to the fact that it was one sided I send the email I sent Sarah however none of the email a displayed. The bulk of my complaint is in reference to the lack of acceptance and honor for my right to be present during my work orders. Why are there no expection for those who choose to be present for work orders. My kitchen flooded because I placed a work order with the respect that someone would fix it and I came home to a flooded kitchen; therefore I don't trust that work orders will be filled unless someone is there. Someone can work on Saturday or extend there hours on Friday to work my work order. I don't trust any of them in my house and I definitely cannot trust their word, hence the reason im dealing with rot and mold. For example during my first complaint I mentioned the abandon refrigerators and ovens behind the laundry room. According to the response I received those items were schedule for pick Last week. Those items are all still there and still a Harvard. I believe a saturday work order should be available for those who have had on going issues with Palo Alto. I would think that appreciating resident would be the primary priority. Regards, [redacted]
I am in receipt of your letter that was received on 3/27/17. I would first like to say that I am aware of the issues in your apartment. I understand your frustration and want you to know that there is also frustration on the part of the management team when unforeseen issues such as you have experienced happen. I have reviewed the information provided to you by the management/maintenance team as to the measures they took to remedy the problem. As far as I can see the plumbing issue was addressed in a timely manner as we did have to hire an outside contractor to unstop the building. Often times when the plumbers come out to address a stoppage in a building it is just that but there are cases when it becomes a bigger issue with piping underground and there is more extensive work that must be done. This is not uncommon and we do not fully know what we are dealing with at the start of such issues.I am aware that Sarah our property manager has been in contact with you every step of the way on timelines, status, etc. Our maintenance personnel took extra precaution and specifically watched this problem and took measures just so it wouldn’t happen again. Our staff offered other options such as staying in the model for the inconvenience of the unforeseen repairs. I was told you said you would be out of town so it wouldn’t be necessary to stay in the model but a key was given to you anyway. If you decided not to stay in the model that was on your own accord. Several reputable contractors were in your unit to put back together anything that might have been damaged or “undone” during the process of the repairs. Drywall repairs, carpet padding and enzyme treatments, drying fans, replacements of vinyl where effected, and housekeeping were performed in your unit. Our maintenance staff have also done moisture readings in your unit to make sure it was free of moisture. This documentation was given to you as proof of service. Along with the measures taken by our staff, you as the resident holds a responsibility per your lease agreement by making sure you are running your air conditioner to ensure proper air flow in your unit.I was made aware that options were offered to you as you are not happy with your unit. As discussed with management prior, a concession of $165 was added to your account. A different unit was offered for you to transfer to waiving the transfer fees normally associated with a transfer. As everything in your current unit was addressed appropriately and if you are still unhappy, you are welcome to break the lease with applicable charges as discussed with the property manager. Sincerely, Francesca [redacted] – Regional Manager- NPMA
This complaint has been resolved. Complainant is being transferred to another area of the property due to conflict between neighbors. The work order related complaints were previously addressed and are a non issue. The Fort Worth Police Dept. did go into the neighboring unit and...
stated that the dog in question was not in their home. There is no proof that the dog was stolen at this time.
In response to the complaint by [redacted] currently living in apartment #[redacted] to Revdex.com. We offer our residents several ways of communication to communicate with us. Residents may contact us through texting, email, office visit and telephone, Ms. [redacted] has used these ways to communicate...
with us in the past and currently. We have contacted [redacted] regarding complaints given to try to resolve any issues she may have/had, she replied that most of the complaints giving were complaints before current company purchase the community in October 2012. The issues with: Rats, Mold, Transferring to different unit: All were complaints with prior management company and owner. Her current complaint is for us to give her permission to install a window ac unit. We don’t allow residents to install ac windows unit, as it is against the [redacted] City Fire Code.The last AC request giving by Ms. [redacted], AC not cooling properly in 2nd bedroom (completed work order attached), this was addressed same day.Maintenance notice several items covering ac vent which, we explained to her that she would have to remove the clutter and several items from ac vent. (picture attached) The only current request we have received from Ms. [redacted] was giving to us 7/27/17 regarding hot water pressure, which was addressed/completed next day. (completed work order attached) Ms. [redacted] reported to us that roof/siding contractors were using her electric and water without permission, this was addressed the same day it was reported. In conclusion, after speaking with [redacted], we asked her if she has any other current issues that she may have but, as of today she has not responded. Thank you in advance for allowing us to answer this complaint and giving us the opportunity to resolve this complaint/dispute. Sincerely, Nakala [redacted] WP Property Manager
In regards to training all National Property Management Associate employees go through training in all aspects of property management on a continuing educational basis, and I am confident that they adhere to the National Property Management Association and [redacted]...
requirements. Regarding the mandatory annual inspections, this is a company wide requirement that all properties must complete on a yearly basis. These schedules are set by our corporate office with required deadlines that all sites must adhere too. I have reviewed all documents provided by the office; via our text box system that shows that on 3/20/17 the first notification was sent regarding the mandatory walks and again a reminder on 3/22/2017 the day of the inspections. I understand per you email that you did not receive the text messages as you changed your number however these numbers were not updated by you in the resident portal and there is no documentation to the claim that they were updated in person in November 2016. Regarding the bulk email that was sent out using our resident connect system, as discussed on the phone with the property manager on 3/27/17, these could not be retrieved thru our IT department. It is my understanding that during the phone conversation with the property manager regarding the initial inspection the mis-understand/communication was resolved or at least ended cordially and that this particular concern had been resolved. Moving on to the next concern that you have regarding entry to your apartment on 3/30/17 by the maintenance and contractor via the pre-move out walks, I understand that the apartment was on notice to vacate for 4/30/2017, it is standard practice to do pre-walks when the residents are moving out to pre-order any needed supplies. I am in agreeance that you do have the right to your apartment home thru your initial move out date of 4/30/17, however it is my understanding that you communicated with the office that you were almost completely vacated on 3/27/17 and it was confirmed by our electric provider that utilities were disconnected and rolled back into the properties name on 3/27/2017, per page 2 paragraph 12 of your [redacted] lease it states that you must keep utilities connect thru the end of your lease term, therefore the maintenance team & contractor went over on 3/30/2017 to do the supply walk. We understand this was not an emergency and that the maintenance team did not leave a card/notification as most items had been removed from the unit and unfortunately under better judgment did not think it was necessary. Therefore, because you were out by the end of March and did not occupy the unit for April we are going to give you back your rent for the month of April in the amount of $725.00 this will reflect on your final account statement that we are processing now. National Property Management Associates Regarding the compensation you are requesting for the renters insurance claim unfortunately we will not be reimbursing you for these fees. At this time we have still not been found liable for the claim that is being made. Our office is working diligently with Detective [redacted] with the [redacted] and all team members and the contractor have given recorded statements along with all other documentation to help resolve and close this case. In closing as stated the office staff is currently working on your final account statement and will have this to you no late than 5/30/2017 .
I am responding to the BB complaint from Ms. [redacted]. Ms. [redacted] moved out on 5/31/2016 and her move-out statement was done 6/21/16, Where the mix-up occurred is my assistant went into labor a month early preventing her to complete the task she was working on at the time and I over looked...
that her deposit statement had not been sent to corporate office. I was made aware of the statements not being sent to corporate office on 7/19/2016. I asked my office if they had spoken to Ms. [redacted] and my leasing agent said she had called at the end of Friday, then Called Saturday and then called again on Monday. I was unavailable Friday, Off Saturday and out of the office on Monday so today the 19th of July would of been my first opportunity to respond to her if given the chance. I called Ms. [redacted] today July 19, 2016 around 11:40am and explained all of this to her and advised her she should see her refund by the end of the week. I always return my calls and we handle our residents (current or previous) with professionalism and if given the chance to respond I would have been able to respond before taking measures with the Revdex.com which reflects poorly on my office. Thank You, Angela [redacted] - Property manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
That is a complete and utter lie. We were not offered a downstairs apartment and for you to say so is disgusting. You were not here. If that is what your employee put into the system then you have hired a very dishonest person. I have no reason to lie and find the fact that your employee is falsifying records to be despicable. If I was offered a downstairs apartment or of the upstairs apartment I moved into have been prepared in proper manner I would not have a problem. If the property manager was in her office more times than not then we would not have this problem. All you have to do is ask the rest of the community here.
The Rochester area Regional Manager, Margaret P[redacted], spoke with Mrs. [redacted] early this week. She explained that the land on which Dorsey Gardens is built is very low lying. She further explained that we are aware that parking lots sometimes do not drain out immediately,...
especially when we receive heavy rain. However, the owners of Dorsey Gardens continue to make driveway and drainage improvements, and in fact, recently completed repairs close to the area where the resident lives.
During this discussion, Mrs. [redacted] explained that she is concerned about the upcoming winter, specifically mentioning that she is worried that the parking lot could ice over. The Regional Manager offered to transfer the resident to one of our other Rochester area properties. Mrs. [redacted] agreed, and specifically asked to be transferred to Susan Apartments.
We are now working with the Property Manager at Susan Apartments in an effort to find an apartment and location on the property that will satisfy all of the Mrs. [redacted]'s needs.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In response to Mrs. [redacted]'s complaint, as she has stated, our pest control company has treated her apartment several times. The unit was treated as part of the scheduled preventative treatment on 5/30/17. Mrs. [redacted] reported to the office that she was seeing spiders after the regular...
treatment. Her unit was treated again, specifically for spiders, on 6/15/17. Mrs. [redacted] then reported to the office that she was having problems with scorpions. Her unit was treated again on 6/15/17. Our pest control company did not report seeing any scorpions in her unit while they were there. She reported spiders again and her unit was treated again on 8/17/17. Our pest control company did not report seeing either scorpions or spiders when they treated on 8/17. We have not received reports of scorpions from any other residents in the building. However, in an abundance of caution, we have also scheduled our pest control company to come and dust under the building today, 8/23/17. In regards to Mrs. [redacted]'s maintenance issues, we have scheduled a licensed plumber to address the issue of no cold water in her master shower today, as our maintenance staff has looked at it but has not been able to determine what the problem is. We have also scheduled a contractor to make the drywall repairs in Mrs. [redacted]'s kitchen today where it was cut out to repair a leak. We have been short maintenance staff recently as Mrs. [redacted] states. However, we have a new maintenance person hired and starting on 8/25/17 at which time he will address the issue with her bedroom doors not closing. As requested by Mrs. [redacted], we have offered to move her family to a different unit on the property if she would prefer to do that. The on-site manager is currently in contact with the resident in regards to selecting a different unit to transfer to. Should there be any additional questions or concerns, please do not hesitate to contact me at the number below. Paula M. District Manager
Ms. [redacted], I apologize for the oversight on the lease not being on our terms and thus charging you the wrong amount. We will revise your charges to reflect the required thirty day notice only. Please, visit the onsite office for your new statement of deposit form.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided that the business adheres to its decision. If, upon receiving the final statement, there are any discrepancies (such as lacking an itemized and accurate statement), this complaint shall be reopened and forwarded to other agencies.
Regards,
[redacted]
Please look over and approve response:This is in response to compliant ID [redacted]To Whom It May Concern:I have just looked through the residents file for all work orders going back through 2015 thru to date. The first work order was submitted in writing thru the online portal on February 21,...
2017 at 1:50 PM regarding damage to the cabinet due to water (flooding), the second request was submitted in writing thru the online portal February 23, 2017 at 6:53 PM (after hours) for the same request , the third request was submitted in writing thru the online portal on February 24, 2017 at 6:45 PM (after hours) for the same request. The week of February 20-24, 2016 we only had one maintenance technician due to vacation schedules, we do work orders in emergency order not the order they are received. Unfortunately we had several AC request that took precedence over the work order in question for a damaged cabinet (no current leak) as this is not considered an emergency. We show no prior work orders for apartment [redacted] in writing since 10/08/2015. The resident has been serviced by our pest control contractor for pest on January 30, 2017, February 13, 2017 and February 27, 2017 all for general spray, they have notated no infestation or bugs seen in unit during service. The last service was on October 3, 2016 for building rotation (not requested by the resident) general spray however the residents dog was loose and service could not be rendered. We reached out to our on call after hours answering service and they checked the inbound calls for the months of January and February for both apartment[redacted] and the downstairs neighbor with out any records. The phone number we have on file [redacted], the answering service shows no after hour calls for either months. Our maintenance team has the correct work order request for the damaged cabinet and will be over today to access the damage and make any necessary repairs, we will be taking pictures for documentation and will notify the residents of the findings as well as the work that needs to be done if damage is found. We will reach out to the resident today(2/28/17) to schedule a clean out with the pest control contractor for Monday, March 6, 2017. Regarding the appliances that are being temporary stored on the back side of building 25 that faces the TRE rail and woods, these are scheduled to be picked up this week by our scrape contractor. All appliances have a currently tarp over them and have caution tape blocking off the area until the appliances are picked up.Regarding the settlement offer portion of this compliant we have several options on how to contact the office; text messaging, email, online portal and telephone. This is the first complaint or issue that the office is aware of for apartment 221. The residents contract is up February 28, 2017 and has chosen to renew with us for another 12 months. Our office hours are Monday-Friday 8:30-5:30 during the week and we have 4 office team members that rotate lunches and breaks, leaving someone always in the office, on the occasion we are not available we are either in a meeting or helping a client. Residents are welcome anytime to contact the office to address any concerns or issues they are experiencing using the above methods of contact. The company website is available to anyone by going to www.npmahome.com Please let us know if there are any further questions or concerns regarding this complaint. Regards, Sarah [redacted] | Community ManagerPalo Alto Apartment Homes3808 Post Oak Blvd |Euless, TX 76040Office 817.540.2399 | Fax 817.868.0730
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
Unfortunately we are going to drop this complaint. Only because we fear we will place a bigger target on our back. We would rather live with the issues than risk upseting management further. Mr. & Mrs. [redacted] Regards, [redacted]