I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am sure some damages are not caused by me. I have called [redacted] three times. However, I could not reach her. Her employees just said she was not available. I am wondering she is working there or not. Each time, I called her during the working hours.I feel that they just want to delay and make me drop this issue by myself. They are certainly not honest.
Regards,
[redacted]
made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would have preferred additional reimbursement but understand why that's not being provided.I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to the concern of [redacted] of [redacted], Blacksburg, VA 24060. As referenced in your correspondence, this is Revdex.com Case ID#[redacted].We regret Mr. [redacted]’s concerns regarding maintenance service in our community. Our team makes...
every effort to ensure resident satisfaction and respond to all service requests in an appropriate time period. Below addresses Mr. [redacted]’s specific requests:Documentation of Washing Machine and Dryer Repairs:Foxridge and Hethwood Apartment Homes works with a third party vendor ([redacted]) to supply two washing machines and two dyers in our laundry rooms per building. Our Welcome Center Service Coordinator received notification on Monday, 4/25/16, regarding a concern with the washing machine located in the 5800 building. An out of order sign was posted on the washing machine along with a service request to [redacted] to complete the repair on 4/25/16. [redacted] documented that the repair was completed on 4/27/16. Mr. [redacted] completed an online service request at 4:40pm on 4/27/16 reporting that the washing machine was still not working along with the dryer. Another request was made with [redacted] to complete the repair and another out of order notice was placed on both the washing machine and the dryer. [redacted] reports that all repairs were made and equipment working on 4/29/16. In addition to responding to both resident and management requests for service, [redacted] completes an annual inspection and preventative maintenance on all equipment throughout the community. The most recent routine inspection was completed in February.[redacted] refunds users for any coins lost in their machines due to a maintenance issue or malfunction. [redacted] requests that residents contact them directly at ###-###-#### to receive refunds. Please contact me directly if Mr. [redacted] is experiencing problems receiving a refund from [redacted] so that we may facilitate his service claim.Rent Increases:Rental rates are evaluated on a daily basis regarding market demands and operating expenses. Market rates are set and approved by management. Specific items that are considered when setting rates includes utility expenses (gas, water, storm water runoff, trash removal, recycling and electricity), state and county taxes, necessary community improvements, insurance costs and operational expenses. During the renewal period for a lease agreement, these market rental rates are taken into consideration for the renewal lease term and a new rental rate is offered. Residents are provided the renewal rate in advance and make the determination on whether to move forward and committing to the new rental rate. After reviewing Mr. [redacted]’s resident file, the rental increase on the renewal lease is $18/month from the 2015-2016 lease term to 2016-2017 lease term. However, the residents were able to secure a $200 signing bonus for the renewal lease term. Therefore, there was a very minimum renewal increase and not the noted 10% in the claim. Foxridge and Hethwood Apartment Homes will address any ongoing concerns with the apartment home and a need for any replacement of items within the apartment home at any time during the lease agreement. Residents are encouraged to report needs to the Welcome Center. I am happy to meet with the resident and review his rental rates in detail along with any needs in his apartment home.Request for Pesticides used at Bus Stops:A professional licensed exterminating company is used to manage extermination needs within the Foxridge and Hethwood Communities. They do not treat open air spaces such as the bus stop. If there is a concern with a specific bus stop, which would include a bee’s nest, this should be reported for service. We can then facilitate removal of any nest and determine the potential need for application of any pesticide. Resident safety is a top priority. Please notify our office directly if there is a specific concern at a bus stop.Resident Surveys:Our management team encourages our residents to always provide feedback. We do participate in a survey program that contacts our residents and requests resident comments. There are also survey links included on our website, [redacted], where residents can provide feedback after a service request is completed in their apartment home or whenever they would like to share comments. Please see the Resident Survey and the Service Survey located under the Resident tab on our website. Our team also welcomes our residents to stop by any time during our office hours to provide feedback. The Welcome Center is open seven days a week.Noted On-going Maintenance Concerns:I have reviewed service requests reported in the apartment home referenced in this claim during their residency in our community. The report shows that all requests made by the apartment home have been completed and our service tickets have been closed.Please note the information below documenting our response to the specific concerns noted in case #[redacted]:? Toilet: The only service request showing regarding concerns with a toilet was placed on 9/30/15 and is showing that it was completed on 9/30/15.? Medicine Cabinet: Concerns reported on 3/2/16 and addressed on 3/4/16. Concern reported again on 4/27/16 and addressed on 4/29/17.? Extermination Concern with Silverfish: There is no record of this concern reported to the Welcome Center.I encourage the resident to please contact our office directly if they are experiencing any current service problems in their apartment home and our team will appropriately address.Thank you again for the opportunity to clarify the information submitted in this claim. My personal contact information can be found in the signature line of this letter and I welcome the opportunity to personally address his concerns. If you have any further questions, please contact me at ###-###-####.Sincerely, [redacted]Senior Assistant Community ManagerFoxridge and Hethwood Apartment Homes[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am sure some damages are not caused by me. I have called [redacted] three times. However, I could not reach her. Her employees just said she was not available. I am wondering she is working there or not. Each time, I called her during the working hours.I feel that they just want to delay and make me drop this issue by myself. They are certainly not honest.
Regards,
[redacted]
I have reviewed the response...
made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would have preferred additional reimbursement but understand why that's not being provided.I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for allowing us the opportunity to respond to the concern of [redacted] of [redacted], Blacksburg, VA 24060. As referenced in your correspondence, this is Revdex.com Case ID#[redacted].We regret Mr. [redacted]’s concerns regarding maintenance service in our community. Our team makes...
every effort to ensure resident satisfaction and respond to all service requests in an appropriate time period. Below addresses Mr. [redacted]’s specific requests:Documentation of Washing Machine and Dryer Repairs:Foxridge and Hethwood Apartment Homes works with a third party vendor ([redacted]) to supply two washing machines and two dyers in our laundry rooms per building. Our Welcome Center Service Coordinator received notification on Monday, 4/25/16, regarding a concern with the washing machine located in the 5800 building. An out of order sign was posted on the washing machine along with a service request to [redacted] to complete the repair on 4/25/16. [redacted] documented that the repair was completed on 4/27/16. Mr. [redacted] completed an online service request at 4:40pm on 4/27/16 reporting that the washing machine was still not working along with the dryer. Another request was made with [redacted] to complete the repair and another out of order notice was placed on both the washing machine and the dryer. [redacted] reports that all repairs were made and equipment working on 4/29/16. In addition to responding to both resident and management requests for service, [redacted] completes an annual inspection and preventative maintenance on all equipment throughout the community. The most recent routine inspection was completed in February.[redacted] refunds users for any coins lost in their machines due to a maintenance issue or malfunction. [redacted] requests that residents contact them directly at ###-###-#### to receive refunds. Please contact me directly if Mr. [redacted] is experiencing problems receiving a refund from [redacted] so that we may facilitate his service claim.Rent Increases:Rental rates are evaluated on a daily basis regarding market demands and operating expenses. Market rates are set and approved by management. Specific items that are considered when setting rates includes utility expenses (gas, water, storm water runoff, trash removal, recycling and electricity), state and county taxes, necessary community improvements, insurance costs and operational expenses. During the renewal period for a lease agreement, these market rental rates are taken into consideration for the renewal lease term and a new rental rate is offered. Residents are provided the renewal rate in advance and make the determination on whether to move forward and committing to the new rental rate. After reviewing Mr. [redacted]’s resident file, the rental increase on the renewal lease is $18/month from the 2015-2016 lease term to 2016-2017 lease term. However, the residents were able to secure a $200 signing bonus for the renewal lease term. Therefore, there was a very minimum renewal increase and not the noted 10% in the claim. Foxridge and Hethwood Apartment Homes will address any ongoing concerns with the apartment home and a need for any replacement of items within the apartment home at any time during the lease agreement. Residents are encouraged to report needs to the Welcome Center. I am happy to meet with the resident and review his rental rates in detail along with any needs in his apartment home.Request for Pesticides used at Bus Stops:A professional licensed exterminating company is used to manage extermination needs within the Foxridge and Hethwood Communities. They do not treat open air spaces such as the bus stop. If there is a concern with a specific bus stop, which would include a bee’s nest, this should be reported for service. We can then facilitate removal of any nest and determine the potential need for application of any pesticide. Resident safety is a top priority. Please notify our office directly if there is a specific concern at a bus stop.Resident Surveys:Our management team encourages our residents to always provide feedback. We do participate in a survey program that contacts our residents and requests resident comments. There are also survey links included on our website, [redacted], where residents can provide feedback after a service request is completed in their apartment home or whenever they would like to share comments. Please see the Resident Survey and the Service Survey located under the Resident tab on our website. Our team also welcomes our residents to stop by any time during our office hours to provide feedback. The Welcome Center is open seven days a week.Noted On-going Maintenance Concerns:I have reviewed service requests reported in the apartment home referenced in this claim during their residency in our community. The report shows that all requests made by the apartment home have been completed and our service tickets have been closed.Please note the information below documenting our response to the specific concerns noted in case #[redacted]:? Toilet: The only service request showing regarding concerns with a toilet was placed on 9/30/15 and is showing that it was completed on 9/30/15.? Medicine Cabinet: Concerns reported on 3/2/16 and addressed on 3/4/16. Concern reported again on 4/27/16 and addressed on 4/29/17.? Extermination Concern with Silverfish: There is no record of this concern reported to the Welcome Center.I encourage the resident to please contact our office directly if they are experiencing any current service problems in their apartment home and our team will appropriately address.Thank you again for the opportunity to clarify the information submitted in this claim. My personal contact information can be found in the signature line of this letter and I welcome the opportunity to personally address his concerns. If you have any further questions, please contact me at ###-###-####.Sincerely, [redacted]Senior Assistant Community ManagerFoxridge and Hethwood Apartment Homes[redacted]