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Eagle Glen Apartments

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Eagle Glen Apartments Reviews (1)

Initial Business Response /* (1000, 10, 2016/05/25) */
Thank you for making contact, in an effort to find a mutually beneficial solution and congratulations on your new home. I understand that there have been misunderstandings regarding maintenance work in your apartment. As we have discussed,...

on more than one occasion, the difficulty lies in our inability to gain access to your apartment. With you only allowing access in the evenings and on Saturdays, it severely limited our ability to bring you solutions. All of your maintenance issues were solved prior to your last renewal; we were happy to keep you as a resident for another year and gave you a copy of the invoice showing that your carpet was installed new for your residency.
Unfortunately Management is not able to observe all activities on the property. It is the residents' responsibility to notify us, so that we can investigate incidents in a timely manner and handle it appropriately.
There are few circumstances that would allow for a resident to break their contract, without penalty. None of the concerns that you have communicated to us fall within those reasons. Your lease, ending in October, explains your responsibility to fulfill your lease contract, how your security deposit will be applied and return of any deposit per California Civil Code Section 1950.5.
Final Business Response /* (1000, 12, 2016/05/27) */
Thank you for your time today. Here is the substantiation to support all that we have tried.
On 10/19/14 a work order for the shower not being hot enough was given to the office. The Maintenance Supervisor, [redacted], went to the apartment on 10/20/14, 10/21/14, 10/22/14 and 10/23/14 but was not allowed access, even though the resident was home. We were told to close the work order and he would call back when he wanted us to come in. See attached notes for Work Order 10/23/14.
On 01/06/15 he called again to schedule work on his hot water for Saturday 01/10/16. [redacted], the Maintenance Tech went to the apartment and found the water to be hot. Since he could not replicate the issue he changed out the mixer valve, in case that was what was inhibiting consistent hot water.
On Tuesday, 01/27/15 he called again and spoke with [redacted] about his water not being hot enough. [redacted] explained that since it was just worked on and the mixer replaced that we needed the Maintenance Supervisor to be the one to look at it and asked for Permission for him to go in. [redacted] said no and said he needed to come on Saturday. [redacted] explained that the MS does not work on Saturdays and [redacted] said that the MS needed to make an exception because of everything they were going through. Antonio, our porter went on Saturday and found the water to be hot. He purged the system in case any type of air bubbles were affecting consistent water temperature. See attached notes.
On 02/02/15 he called again saying that the water was not hot enough but that we could not go until Saturday. When [redacted], went again and found the water to be hot and he ran it for over 10 minutes. He decided to replace the Water Heater as a courtesy, even though we could not find any issue.
On 02/19/15 [redacted] called to say that her and her husband had been taking cold showers all week and that they had called the emergency maintenance at 10pm and had maintenance come out and he had worked on the plumbing. [redacted] had responded and found the water to be hot. He bled the lines of any air and left.
On 02/20/15 [redacted] left a message saying that the apartment was unlivable because he had not had hot water for months. See notes attached for conversation on 02/19/15 and 02/20/15 that ended with them saying not to send Maintenance that day but to schedule for Monday.
On 02/22/15 they emailed saying that they would not be home and that no one could enter. See attached email rescheduling for 02/27/15.
On 02/23/15 I called [redacted] and we spoke. I explained that every part of his plumbing/hot water system had been replaced and that at this point we needed the Maintenance Supervisor to go and check the issue. He explained that with everything that he was going through the MS needed to make an exception because this was an unlivable situation. I pointed out that if this issue was as big as he was expressing then why is he hindering us doing the work today. I would think that he would give us access to get it fixed correctly, as soon as possible. I again explained that the Maintenance Supervisor kept business hours and if we could not go in today, we would not be rescheduling the Friday appointment he made.
On 02/27/15 [redacted] and [redacted] went and tested the water. He turned it to hot and within 18 seconds it was 120 degrees. He ran it for 5 minutes before switching to medium and the temperature was 80 degrees. He ran it for an additional 5 minutes before turning it to low and the temperature was 50 degrees, where he ran it for another 5 minutes before being told to leave by the resident. See attached noted by [redacted].
On 09/09/15 he called in a work order that his fridge was leaking and not cooling well. When [redacted] responded he found that the resident had the refrigerator set so low that it had frozen. [redacted] defrosted the freezer, cleaned out the condensation line and explained to the resident that he needs to keep the thermostat between the 3 and 4 setting. No further work orders were placed on the fridge.
He renewed his lease on 10/11/15.
On 10/21/15 [redacted] called the emergency maintenance because a breaker popped in their living room. When [redacted] responded he was told by [redacted] that he had to leave and go get booties before entering his apartment. [redacted] left and when he returned less than 5 minutes later [redacted] had flipped the breaker and all power was on. See notes from Kendra Brown Work Order attached. Notes dated 10/22/15.
On 10/24/15 I spoke with [redacted] because he wanted free rent for everything he had gone through. He told me that it took 20 minutes for maintenance to get to him and that was ridiculous. I explained he was pulling someone from their home, in the middle of the night, that 20 minutes was a great response time and he was only able to do so because he lived on-site, that customarily the anticipation is within 2 hours for an after-hours emergency call. He said that he had to call So Cal Edison because he couldn't trust our staff to fix it. I asked if he had a receipt for the work. He said no and I pointed out that if they had done work without charging him, then there was something wrong with their equipment, not ours and we wouldn't have been able to work on their equipment anyways. He then changed to discuss his water heater being broken for months and I explained that we were not able to confirm that there wasn't anything wrong with his water heater but that maintenance had replaced it in a customer service gesture and that him and I had already discussed this in detail. That he cannot hinder us from doing our work and then want free rent for how long it takes to get the work done.
Going forward there were only small work orders but no large complaints given to the office. See Work order cost analysis details attached.
On 04/12/16 we received a rental verification from a rental company. See attached.
On 04/25/16 he called the office requesting to move out without being responsible for the lease because of everything that had happened. Email chain response can be given upon request.
On 04/26/16 he sent in his Notice to Vacate, there were new claims and others had changed. Please go back to the Work order cost analysis to see that no work orders regarding his carpet were given. He also refused access for us to do an initial inspection. See attached Notice to Vacate (with claim of old carpet), Invoice of Carpet being new at Move-In, Move-In inspection checklist (showing no stains on the carpet) and Pre-Inspection Notice.
All communication after last conversation on 04/25/16 were done through email so that no additional discrepancies could be created. I would be happy to provide them, if you would like but they are essentially this break down of notes and attachments like I have given you. In the last email he was provided with his Move-In inspection checklist, showing his notes on issues he documented within the apartment and that there were no stains on the carpet and the carpet invoice showing that it was new when he moved in.
Please let me know if there is any additional info that I can provide you. Thank you for your time in overseeing this.

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Address: 38245 Murrieta Hot Springs Rd, Murrieta, California, United States, 92563

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