Drexelbrook Associates

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: they are not state true information in their letterI write a response to their letter as attachment of this mailPlease take a look, thanksSep 10, 2015Dear [redacted] I am writing this letter to answer the response of Drexelbrook Associates to my complaint, assigned ID [redacted] I will answer their main statement one by one.1) The mattress, box and tall lamp are not mineActually my friend just bought one house near [redacted] University to rent outAll the furnitures including mattress, box that I do not want any more was given to him so he can rent his empty house out with basic furnituresSo I do not have those things leftAnd I do not have one tall lamp eitherSo I do not understand why they count all these things on meOnly because I am moving out? 2) That is my main argue pointThose things block the doorway to the basement, only very little part is belong to meFind my identification in the trash, can not prove all those trash are mineActually, when I started my moving out in that afternoon, there had already beem a lot of unpack trash in that area, including furniture and toysThose are not mine and not my responsibility to figure out who they belong toAs I mention, all my furniture are eithor move to my new house or go to my friend, I only have some small staff left, so I put them all in bags and tried my best to put them all inside the trash canI think it is very unfair to charge all these $on me, only because they find my identification there, I should not be responsible for those trashes not belong to me3) I bought my new house at end of May and moving out from drexelbrook at end of June During these three monthes, I use my minivan to gradually to move my stuff day by day to my new house including trash because I have rent a dumster in my new house, I try to use itDuring the moving out day, I do not have much left thereSo we just get a pickup to move large furniture out to either my new house or my friend's houseSo they state that I do not register a moving vehicle means I have to trash most of my stuff is not trueMy moving actually take month not one day, so I do not have much left thereAgain, it is not my responsibilty to figure out who those trash belong toBut it is not my trash4) I agree with them that hiring a professional cleaning company does not guarantee anything and I am not arguing about the stove topHowever I think that will prove that I am a person with a strong sense of responsibilityI try to restore the apartment I live for years back to its original statuseActually, I stay the whole time there with the cleaning company and help them throw the trashI can make sure they are professional, they put all the trash in the trash bag and throw them to the correct place5) I really can not accept thisThis is pure lieNobody from drexelbrook talk to us about this issue many timesAfter receive the bill, my wife went to their office a couple of times and try to speak to somebody about thisThe front desk keep telling her that she know nothing about it, she has to speak to a manager, however manager is busy, can NOT speak to herMy wife even tried a couple of times to make an appointment to manager, they are not willing to do thisFinally, Ted called meThat is the only time we talked about this issueThe 'Only time', not 'many times' as he stated in his letterI called Ted rude, not because he is not saying what I want to hear, but because he do not want to listen to my explaination and refuse to explain to me, refuse to provide any evidenceBasically he told me he will not talk to me, he will keep the charge and will not show me any envidence, what can I do.As a resident, a customer, I have very limit source to fight with a companyThat is why I come The Better Businesss BureauI hope I can get a fair result from this issueThat is my only hope.Thank you again for your hard work on this case, [redacted] .Best RegardsRegards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: they are not state true information in their letterI write a response to their letter as attachment of this mailPlease take a look, thanks Sep 10, 2015Dear [redacted] I am writing this letter to answer the response of Drexelbrook Associates to my complaint, assigned ID [redacted] I will answer their main statement one by one1) The mattress, box and tall lamp are not mineActually my friend just bought one house near [redacted] University to rent outAll the furnitures including mattress, box that I do not want any more was given to him so he can rent his empty house out with basic furnituresSo I do not have those things leftAnd I do not have one tall lamp eitherSo I do not understand why they count all these things on meOnly because I am moving out? 2) That is my main argue pointThose things block the doorway to the basement, only very little part is belong to meFind my identification in the trash, can not prove all those trash are mineActually, when I started my moving out in that afternoon, there had already beem a lot of unpack trash in that area, including furniture and toysThose are not mine and not my responsibility to figure out who they belong toAs I mention, all my furniture are eithor move to my new house or go to my friend, I only have some small staff left, so I put them all in bags and tried my best to put them all inside the trash canI think it is very unfair to charge all these $on me, only because they find my identification there, I should not be responsible for those trashes not belong to me 3) I bought my new house at end of May and moving out from drexelbrook at end of June During these three monthes, I use my minivan to gradually to move my stuff day by day to my new house including trash because I have rent a dumster in my new house, I try to use itDuring the moving out day, I do not have much left thereSo we just get a pickup to move large furniture out to either my new house or my friend's houseSo they state that I do not register a moving vehicle means I have to trash most of my stuff is not trueMy moving actually take month not one day, so I do not have much left thereAgain, it is not my responsibilty to figure out who those trash belong toBut it is not my trash 4) I agree with them that hiring a professional cleaning company does not guarantee anything and I am not arguing about the stove topHowever I think that will prove that I am a person with a strong sense of responsibilityI try to restore the apartment I live for years back to its original statuseActually, I stay the whole time there with the cleaning company and help them throw the trashI can make sure they are professional, they put all the trash in the trash bag and throw them to the correct place5) I really can not accept thisThis is pure lieNobody from drexelbrook talk to us about this issue many timesAfter receive the bill, my wife went to their office a couple of times and try to speak to somebody about thisThe front desk keep telling her that she know nothing about it, she has to speak to a manager, however manager is busy, can NOT speak to herMy wife even tried a couple of times to make an appointment to manager, they are not willing to do thisFinally, Ted called meThat is the only time we talked about this issueThe 'Only time', not 'many times' as he stated in his letterI called Ted rude, not because he is not saying what I want to hear, but because he do not want to listen to my explaination and refuse to explain to me, refuse to provide any evidenceBasically he told me he will not talk to me, he will keep the charge and will not show me any envidence, what can I doAs a resident, a customer, I have very limit source to fight with a companyThat is why I come The Better Businesss BureauI hope I can get a fair result from this issueThat is my only hope.Thank you again for your hard work on this case, [redacted] .Best RegardsRegards, [redacted] ***

I have been living in the community for several years nowI have been a fan of the maintenance staff as well as the leasing staffThe apartments, however, are old and there are bug issues - especially in the basementsDealing with the management office is unbearableThe staff is not empathetic, understanding or ethicalRecently they lost a rent check of mine and would not take responsibilitySince it is my word against theirs I had to break down and just pay a substantial feeSpeaking of fees there are several of them hereThe rent may be affordable but when it comes to nickel and diming they really know how to do it

September 4, 2015Dear *** ***We are in receipt of your letter dated August 24, but received in our office on August 28, The ID number on a complaint filed against us is ***I will respond to each significant statement made by the former resident. 1) Our policy for
people who have bulk trash to dispose of is that they are told they will be charged $for most itemsIf they do not contact us regarding bulk trash pi(not household trash) and leave it behind (as in this case) they are charged $plus an improper disposal feeThe resident left a mattress and box spring leaning against a tree along with a tall lamp at the top of the basement stepsThis resulted in a $charge.2) At the time this resident was moving out, other residents living in the area of this resident, called Security about the complaining resident dumping regular household trash (un-bagged) in a huge pile blocking the doorway to the basementSecurity investigated and found that, indeed, the doorway was blocked with un-bagged loose trash and other assorted items (i.emattresses)Additionally forms of identification that specifically identified this resident were found mixed in with the whole messWe used large bags to remove the trash from the doorwayThat charge would amount to $at $per bagAll residents in Drexelbrook are informed in a variety of ways to dispose of their trash properly and to place their bagged trash in trash containers providedWe have enough evidence (i.eidentification and resident complaints) to justify the charges that were appliedWe also have pictures of the trash and identificationBlocking the doorway with trash is a very serious violation of Drexelbrook policy and Upper Darby Township Safety and Health codes3) The complaint also states that another resident was moving out at the same time and the fact is that the other resident was simply transferring from their current apartment to a new one in DrexelbrookTheir activity was monitored by Security and they took all of their furniture to the new apartmentThe former resident who filed the complaint seems to suggest that it was their furniture that was left behind, which is untrueResidents are required to register a moving truck that comes onto the property for the purpose of moving in or out and this policy is strictly enforcedThe people who were transferring did in fact register a moving truck however the complaining resident did notOnly one truck that of the transferring resident, was seen on the property by Security which is a vital part of their jobThe complaining resident’s lack of a moving vehicle supports the resulting action of leaving various items behind at Drexelbrook.4) The hiring of a professional cleaning company does not in any way guarantee an acceptable cleaning jobThe thick grease on the stove top and oven has also been documented with picturesThe resident is always responsible for the adequate cleaning of the apartment and proper disposal of all trashThe complaining former resident has received numerous communications and should know and understand our policies particularly with regard to proper disposal.5) We have spoken to the former resident about this issue many times but they refuse to accept our conclusions in spite of a thorough investigation involving other residents, security and identifications foundThe resident yelled at me and called me rude because he did not like what he was hearingDrexelbrook reserves the right to recover the cost of any damages, extensive cleaning and violations of policy that could lead to injury to another resident or manpower required to fix problems created by another residentThis is not unlike any other apartment complex in that regardWe apply these standards in accordance with fair housing laws equally to allThe charges will remain.I hope that this response has been adequate in explaining why the charges were assessed.Thank you for your consideration in this matter. Ted G. Director of Operations

September 4, 2015
Dear [redacted]
We are in receipt of your letter dated August 24, 2015 but received in our office on August 28, 2015. The ID number on a complaint filed against us is [redacted]. I will respond to each significant statement made by the former...

resident. 1) Our policy for people who have bulk trash to dispose of is that they are told they will be charged $40 for most items. If they do not contact us regarding bulk trash pick-up (not normal household trash) and leave it behind (as in this case) they are charged $40 plus an improper disposal fee. The resident left a mattress and box spring leaning against a tree along with a tall lamp at the top of the basement steps. This resulted in a $100 charge.
2) At the time this resident was moving out, other residents living in the area of this resident, called Security about the complaining resident dumping regular household trash (un-bagged) in a huge pile blocking the doorway to the basement. Security investigated and found that, indeed, the doorway was blocked with un-bagged loose trash and other assorted items (i.e. mattresses). Additionally 3 forms of identification that specifically identified this resident were found mixed in with the whole mess. We used 6 large bags to remove the trash from the doorway. That charge would amount to $300 at $50 per bag. All residents in Drexelbrook are informed in a variety of ways to dispose of their trash properly and to place their bagged trash in trash containers provided. We have enough evidence (i.e. identification and resident complaints) to justify the charges that were applied. We also have pictures of the trash and identification. Blocking the doorway with trash is a very serious violation of Drexelbrook policy and Upper Darby Township Safety and Health codes.
3) The complaint also states that another resident was moving out at the same time and the fact is that the other resident was simply transferring from their current apartment to a new one in Drexelbrook. Their activity was monitored by Security and they took all of their furniture to the new apartment. The former resident who filed the complaint seems to suggest that it was their furniture that was left behind, which is untrue. Residents are required to register a moving truck that comes onto the property for the purpose of moving in or out and this policy is strictly enforced. The people who were transferring did in fact register a moving truck however the complaining resident did not. Only one truck that of the transferring resident, was seen on the property by Security which is a vital part of their job. The complaining resident’s lack of a moving vehicle supports the resulting action of leaving various items behind at Drexelbrook.
4) The hiring of a professional cleaning company does not in any way guarantee an acceptable cleaning job. The thick grease on the stove top and oven has also been documented with pictures. The resident is always responsible for the adequate cleaning of the apartment and proper disposal of all trash. The complaining former resident has received numerous communications and should know and understand our policies particularly with regard to proper disposal.
5) We have spoken to the former resident about this issue many times but they refuse to accept our conclusions in spite of a thorough investigation involving other residents, security and identifications found. The resident yelled at me and called me rude because he did not like what he was hearing. Drexelbrook reserves the right to recover the cost of any damages, extensive cleaning and violations of policy that could lead to injury to another resident or manpower required to fix problems created by another resident. This is not unlike any other apartment complex in that regard. We apply these standards in accordance with fair housing laws equally to all. The charges will remain.
I hope that this response has been adequate in explaining why the charges were assessed.
Thank you for your consideration in this matter. 
Ted G. 
Director of Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: they are not state true information in their letter. I write a response to their letter as attachment of this mail. Please take a look, thanks
Sep 10, 2015Dear [redacted]
I am writing this letter to answer the response of Drexelbrook Associates to my complaint, assigned ID [redacted]. I will answer their main statement one by one.
1) The mattress, box and tall lamp are not mine. Actually my friend just bought one house near [redacted] University to rent out. All the furnitures including mattress, box that I do not want any more was given to him so he can rent his empty house out with basic furnitures. So I do not have those things left. And I do not have one tall lamp either. So I do not understand why they count all these things on me. Only because I am moving out?
2) That is my main argue point. Those things block the doorway to the basement, only very little part is belong to me. Find my identification in the trash, can not prove all those trash are mine. Actually, when I started my moving out in that afternoon, there had already beem a lot of unpack trash in that area, including furniture and toys. Those are not mine and not my responsibility to figure out who they belong to. As I mention, all my furniture are eithor move to my new house or go to my friend, I only have some small staff left, so I put them all in bags and tried my best to put them all inside the trash can. I think it is very unfair to charge all these $300 on me, only because they find my identification there, I should not be responsible for those trashes not belong to me.
3) I bought my new house at end of May and moving out from drexelbrook at end of June.  During these three monthes, I use my minivan to gradually to move my stuff day by day to my new house including trash because I have rent a dumster in my new house, I try to use it. During the moving out day, I do not have much left there. So we just get a pickup to move large furniture out to either my new house or my friend's house. So they state that I do not register a moving vehicle means I have to trash most of my stuff is not true. My moving actually take 3 month not one day, so I do not have much left there. Again, it is not my responsibilty to figure out who those trash belong to. But it is not my trash.
4) I agree with them that hiring a professional cleaning company does not guarantee anything and I am not arguing about the stove top. However I think that will prove that I am a person with a strong sense of responsibility. I try to restore the apartment I live for 5 years back to its original statuse. Actually, I stay the whole time there with the cleaning company and help them throw the trash. I can make sure they are professional, they put all the trash in the trash bag and throw them to the correct place. 5) I really can not accept this. This is pure lie. Nobody from drexelbrook talk to us about this issue many times. After receive the bill, my wife went to their office a couple of times and try to speak to somebody about this. The front desk keep telling her that she know nothing about it, she has to speak to a manager, however manager is busy, can NOT speak to her. My wife even tried a couple of times to make an appointment to manager, they are not willing to do this. Finally, Ted called me. That is the only time we talked about this issue. The 'Only time', not 'many times' as he stated in his letter. I called Ted rude, not because he is not saying what I want to hear, but because he do not want to listen to my explaination and refuse to explain to me, refuse to provide any evidence. Basically he told me he will not talk to me, he will keep the charge and will not show me any envidence, what can I do.
As a resident, a customer, I have very limit source to fight with a company. That is why I come The Better Businesss Bureau. I hope I can get a fair result from this issue. That is my only hope.Thank you again for your hard work on this case, [redacted].Best RegardsRegards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: they are not state true information in their letter. I write a response to their letter as attachment of this mail. Please take a look, thanksSep 10, 2015Dear [redacted]I am writing this letter to answer the response of Drexelbrook Associates to my complaint, assigned ID [redacted]. I will answer their main statement one by one.1) The mattress, box and tall lamp are not mine. Actually my friend just bought one house near [redacted] University to rent out. All the furnitures including mattress, box that I do not want any more was given to him so he can rent his empty house out with basic furnitures. So I do not have those things left. And I do not have one tall lamp either. So I do not understand why they count all these things on me. Only because I am moving out? 2) That is my main argue point. Those things block the doorway to the basement, only very little part is belong to me. Find my identification in the trash, can not prove all those trash are mine. Actually, when I started my moving out in that afternoon, there had already beem a lot of unpack trash in that area, including furniture and toys. Those are not mine and not my responsibility to figure out who they belong to. As I mention, all my furniture are eithor move to my new house or go to my friend, I only have some small staff left, so I put them all in bags and tried my best to put them all inside the trash can. I think it is very unfair to charge all these $300 on me, only because they find my identification there, I should not be responsible for those trashes not belong to me. 3) I bought my new house at end of May and moving out from drexelbrook at end of June.  During these three monthes, I use my minivan to gradually to move my stuff day by day to my new house including trash because I have rent a dumster in my new house, I try to use it. During the moving out day, I do not have much left there. So we just get a pickup to move large furniture out to either my new house or my friend's house. So they state that I do not register a moving vehicle means I have to trash most of my stuff is not true. My moving actually take 3 month not one day, so I do not have much left there. Again, it is not my responsibilty to figure out who those trash belong to. But it is not my trash. 4) I agree with them that hiring a professional cleaning company does not guarantee anything and I am not arguing about the stove top. However I think that will prove that I am a person with a strong sense of responsibility. I try to restore the apartment I live for 5 years back to its original statuse. Actually, I stay the whole time there with the cleaning company and help them throw the trash. I can make sure they are professional, they put all the trash in the trash bag and throw them to the correct place. 5) I really can not accept this. This is pure lie. Nobody from drexelbrook talk to us about this issue many times. After receive the bill, my wife went to their office a couple of times and try to speak to somebody about this. The front desk keep telling her that she know nothing about it, she has to speak to a manager, however manager is busy, can NOT speak to her. My wife even tried a couple of times to make an appointment to manager, they are not willing to do this. Finally, Ted called me. That is the only time we talked about this issue. The 'Only time', not 'many times' as he stated in his letter. I called Ted rude, not because he is not saying what I want to hear, but because he do not want to listen to my explaination and refuse to explain to me, refuse to provide any evidence. Basically he told me he will not talk to me, he will keep the charge and will not show me any envidence, what can I do.As a resident, a customer, I have very limit source to fight with a company. That is why I come The Better Businesss Bureau. I hope I can get a fair result from this issue. That is my only hope.Thank you again for your hard work on this case, [redacted].Best RegardsRegards,
[redacted]

I have been living in the community for several years now. I have been a fan of the maintenance staff as well as the leasing staff. The apartments, however, are old and there are bug issues - especially in the basements.
Dealing with the management office is unbearable. The staff is not empathetic, understanding or ethical. Recently they lost a rent check of mine and would not take responsibility. Since it is my word against theirs I had to break down and just pay a substantial fee.
Speaking of fees there are several of them here. The rent may be affordable but when it comes to nickel and diming they really know how to do it.