To Whom it May Concern: All request have been addressed with complainant (see the attached email confirmation time and date stamped below). I have also attached the original work order from 2/21 giving permission to enter anytime, the work however was scheduled with the resident...
per their request and was also cancelled per their request. Regarding hours of operation We are open Monday-Friday 8:30-5:30 Saturday 10-5 the maintenance technicians work Monday- Friday and are on emergency on-call after hours and weekend. Emergency request consist of flood, ac outage, heater outage, appliance outage or fire all other work orders are processed the next business day. The resident can choose to be present for the work order request however we do not make appointments, the resident is however not required to be home only that all pets are kenneled. Please let us know if any other documentation is needed for this compliant. From: Sarah [redacted]Sent: Monday, March 6, 2017 2:24 PMTo: [redacted]Cc: [redacted]Subject: Re: Palo Alto- #[redacted] work order[redacted] The office is open on the weekends as the leasing agents are here from 10-5 on Saturdays, however maintenance does not work on the weekends they are just on-call for emergencies only such as fire, heater, ac, ect. I have attached our email logs, the resident cancelled there request after an initial schedule for March, 3rd. I am really not sure what else she is wanting since she is not allowing up to address her work order. Regards, Sarah [redacted] | Community ManagerPalo Alto Apartment Homes3808 Post Oak Blvd |Euless, TX 76040Office 817.540.2399 | Fax 817.868.0730 From: [redacted]>Sent: Thursday, March 2, 2017 5:33:46 PMTo: Sarah [redacted]Subject: Re: [redacted] Yes I am canceling the cleaning pending my response from upper management. I will update you on another dateSent from my iPhoneOn Mar 2, 2017, at 3:40 PM, Sarah [redacted] <s[redacted]> wrote:Please verify that you want to cancel as we must have 24 hour notice to schedule the carpet clean and they do not work on Saturdays, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:29:59 PMTo: Sarah [redacted]Subject: [redacted]I would like to suspend the carpet cleaning and repair until I speak with corporate concerning entry into my apt. Without me being thereSent from my iPhoneFrom: Sarah [redacted]Sent: Thursday, March 2, 2017 3:33 PMTo: [redacted]Cc: Palo AltoSubject: Re: Palo Alto- status of [redacted] This has been received and you are on the schedule for tomorrow, Friday March 3 PM clean between 12-5pm. Please make sure your pets are kenneled to gain entry, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:16 PMTo: Sarah [redacted]Subject: Fwd: Palo Alto- status of [redacted]Please respond that the below email was read and confirmed.Thank youSent from my iPhoneBegin forwarded message:From: [redacted]>Date: March 2, 2017 at 10:11:46 AM CSTTo: Sarah [redacted] <[redacted]>Cc: "[email protected]" <[email protected]>Subject: Re: Palo Alto- status of [redacted]Yes and please ensure and Confirm that they check the cabinet status behind the dishwasher as well as the If may required pulling out the dishwasher, so I will make sure it's empty. Also the area under the temporary plywood. If it has to be removed for a thorough inspection that is ok as long as something is in-placed once complete. Again, please note that both request are asked to be implemented during the latter half of the day. Where will the result of your findings be located and when with the information be available?Thank youSent from my iPhoneOn Mar 2, 2017, at 9:42 AM, Sarah [redacted] <[redacted]> wrote:So both tomorrow? Just confirming thanks Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 9:33:48 AMTo: Sarah [redacted]Subject: Re: Palo Alto- status of [redacted]Hello [redacted]I understand the process. In Accordance to the carpet cleaning I would like to schedule the carpet cleaning for the latter half of the day close to 3pm. Since the work order will also be resolved tomorrow we can just do both around the same time. If this is and issue please let me know what I can do to help the situation.Sent from my iPhoneOn Mar 2, 2017, at 9:18 AM, Sarah [redacted] <[redacted] wrote:[redacted]In your work order portal it will have the notes that we make to every work order for your review. We do not do work orders on the weekends other than extreme emergencies for fir or AC/heater. We also do not make specific time appointment for work orders as we can not always make allotment based on emergencies. We do work orders based on priorities not the order we receive them. If you would like to be home the best we can do is a specific day Monday thru Friday between 9am-4pm. Regarding your renewal carpet clean this can be schedule thru the office. The times are Mon-Fri AM (8-12) or PM (12-5). Regards, Sarah [redacted] | Community 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.Regards, [redacted]
To Whom it May Concern: All request have been addressed with complainant (see the attached email confirmation time and date stamped below). I have also attached the original work order from 2/21 giving permission to enter anytime, the work however was scheduled with the resident...
per their request and was also cancelled per their request. Regarding hours of operation We are open Monday-Friday 8:30-5:30 Saturday 10-5 the maintenance technicians work Monday- Friday and are on emergency on-call after hours and weekend. Emergency request consist of flood, ac outage, heater outage, appliance outage or fire all other work orders are processed the next business day. The resident can choose to be present for the work order request however we do not make appointments, the resident is however not required to be home only that all pets are kenneled. Please let us know if any other documentation is needed for this compliant. From: Sarah [redacted]Sent: Monday, March 6, 2017 2:24 PMTo: [redacted]Cc: [redacted]Subject: Re: Palo Alto- #[redacted] work order[redacted] The office is open on the weekends as the leasing agents are here from 10-5 on Saturdays, however maintenance does not work on the weekends they are just on-call for emergencies only such as fire, heater, ac, ect. I have attached our email logs, the resident cancelled there request after an initial schedule for March, 3rd. I am really not sure what else she is wanting since she is not allowing up to address her work order. Regards, Sarah [redacted] | Community ManagerPalo Alto Apartment Homes3808 Post Oak Blvd |Euless, TX 76040Office 817.540.2399 | Fax 817.868.0730 From: [redacted]>Sent: Thursday, March 2, 2017 5:33:46 PMTo: Sarah [redacted]Subject: Re: [redacted] Yes I am canceling the cleaning pending my response from upper management. I will update you on another dateSent from my iPhoneOn Mar 2, 2017, at 3:40 PM, Sarah [redacted] <s[redacted]> wrote:Please verify that you want to cancel as we must have 24 hour notice to schedule the carpet clean and they do not work on Saturdays, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:29:59 PMTo: Sarah [redacted]Subject: [redacted]I would like to suspend the carpet cleaning and repair until I speak with corporate concerning entry into my apt. Without me being thereSent from my iPhoneFrom: Sarah [redacted]Sent: Thursday, March 2, 2017 3:33 PMTo: [redacted]Cc: Palo AltoSubject: Re: Palo Alto- status of [redacted] This has been received and you are on the schedule for tomorrow, Friday March 3 PM clean between 12-5pm. Please make sure your pets are kenneled to gain entry, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:16 PMTo: Sarah [redacted]Subject: Fwd: Palo Alto- status of [redacted]Please respond that the below email was read and confirmed.Thank youSent from my iPhoneBegin forwarded message:From: [redacted]>Date: March 2, 2017 at 10:11:46 AM CSTTo: Sarah [redacted] <[redacted]>Cc: "[email protected]" <[email protected]>Subject: Re: Palo Alto- status of [redacted]Yes and please ensure and Confirm that they check the cabinet status behind the dishwasher as well as the If may required pulling out the dishwasher, so I will make sure it's empty. Also the area under the temporary plywood. If it has to be removed for a thorough inspection that is ok as long as something is in-placed once complete. Again, please note that both request are asked to be implemented during the latter half of the day. Where will the result of your findings be located and when with the information be available?Thank youSent from my iPhoneOn Mar 2, 2017, at 9:42 AM, Sarah [redacted] <[redacted]> wrote:So both tomorrow? Just confirming thanks Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 9:33:48 AMTo: Sarah [redacted]Subject: Re: Palo Alto- status of [redacted]Hello [redacted]I understand the process. In Accordance to the carpet cleaning I would like to schedule the carpet cleaning for the latter half of the day close to 3pm. Since the work order will also be resolved tomorrow we can just do both around the same time. If this is and issue please let me know what I can do to help the situation.Sent from my iPhoneOn Mar 2, 2017, at 9:18 AM, Sarah [redacted] <[redacted] wrote:[redacted]In your work order portal it will have the notes that we make to every work order for your review. We do not do work orders on the weekends other than extreme emergencies for fir or AC/heater. We also do not make specific time appointment for work orders as we can not always make allotment based on emergencies. We do work orders based on priorities not the order we receive them. If you would like to be home the best we can do is a specific day Monday thru Friday between 9am-4pm. Regarding your renewal carpet clean this can be schedule thru the office. The times are Mon-Fri AM (8-12) or PM (12-5). Regards, Sarah [redacted] | Community 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.Regards, [redacted]