Emerald Gardens

The resident has been sent photographic proof of the damages he was charged for upon move outTenant was given the option to open a dispute in regards to the charges he was assessedAt this time, more than half of his security deposit has already been returned to himHe has not yet contacted us to open a formal disputeThank you, Emerald Gardens

In response to complaint ID # [redacted] I would like to request this be removed from our historyIn response to the customer’s statement, there was not a sewage backup outside of the residents unit There was in fact, a backed tip of their tub drain that did come out into the resident’s utility closetOur maintenance staff did respond to the emergency call placed by the tenant on 1/26/within minutesOur maintenance staff unclogged the drain and placed a fan to dry the wet areasA follow up inspection on the area took place on 1/30/at which time or maintenance technician spoke with Resident [redacted] and he stated there was no odor or issues [redacted] placed a phone call to the maintenance department on 1/31/stating that she felt there was an odor and wanted the carpets cleanedOur staff then contacted a carpet cleaning as well as cleaning company to coordinate a date with the tenant to come out and clean her carpets and utility closetOn 1/12/a carpet cleaning company came into [redacted] cleaned & sprayed with anti-microbial spray, and a cleaning company cleaned utility closetI myself made a follow up phone call with resident [redacted] on 1/13/and she was satisfied with the work that had been completedEach call and complaint has been documented in the customer account and thither documentation to support our efforts can be submitted by request Thank you for your assistance in this matter Sincerely, [redacted] Regional Leasing Director Emerald Gardens

The resident has been sent photographic proof of the damages he was charged for upon move out
Tenant was given the option to open a dispute in regards to the charges he was assessedAt this time, more than
half of his security deposit has already been returned to himHe has not yet contacted us to open a formal disputeThank you, Emerald Gardens

9/19/
lo whom it may concern,
In response to complaint II) # ***, the customer contactcd our office after
receiving their security disposition report to complete a dispute of’ charges fonm After
reviewing the dispute details a settlement offer was made and
accepted by the former
tenant We believe this situation has been resolved and wish for it to be removed from
our history
Thank you,
*** ***
Emerald Gardens Management

The resident has been sent photographic proof of the damages he was charged for upon move out. Tenant was given the option to open a dispute in regards to the charges he was assessed. At this time, more than half of his security deposit has already been returned to him. He has not yet contacted us...

to open a formal dispute. Thank you,   Emerald Gardens

In response to complaint ID #[redacted] I would like to request this be removed from our
history. In response to the customer’s statement, there was not a sewage backup outside
of the residents unit....

There was in fact, a backed tip of their tub drain that did come out
into the resident’s utility closet. Our maintenance staff did respond to the emergency call
placed by the tenant on 1/26/2014 within 30 minutes. Our maintenance staff unclogged
the drain and placed a fan to dry the wet areas. A follow up inspection on the area took
place on 1/30/2014 at which time or maintenance technician spoke with Resident [redacted]
[redacted] and he stated there was no odor or issues. [redacted] placed a phone call to the
maintenance department on 1/31/2014 stating that she felt there was an odor and wanted
the carpets cleaned. Our staff then contacted a carpet cleaning as well as cleaning
company to coordinate a date with the tenant to come out and clean her carpets and utility
closet. On 1/12/2014 a carpet cleaning company came into [redacted] cleaned &
sprayed with anti-microbial spray, and a cleaning company cleaned utility closet. I myself
made a follow up phone call with resident [redacted] on 1/13/2014 and she was
satisfied with the work that had been completed. Each call and complaint has been
documented in the customer account and thither documentation to support our efforts can
be submitted by request.
Thank you for your assistance in this matter.
Sincerely,
[redacted]
Regional Leasing Director
Emerald Gardens

Review: A public Emerald Garden pipe backed up outside, causing water to come in through the drain in our utility closet. It was sewage water, it smelled awful and had debris in it. The water flooded our kitchen and part of our living room, including a pantry where food is kept. When we called to report the flooding they sent someone over to fix it. My husband and I cleaned the floors and utility closest as best we could but felt it was EG responsibility to clean the carpets. We spoke with the office a number of times to discuss the problem. Each time we were told that it wasn't a big deal and now after a few days still have not gotten a response. In fact, every time I spoke with the office I was made to feel like child, whose issue was not important.Desired Settlement: We want a professional cleaning of the carpets and floors. If the issue is not resolved in a timely manner, we want a discount on our rent, because as of right now we can only use the top floor of our apartment. In addition we will require a written statement from Emerald Gardens, stating that we (the occupants) will not be held responsible for any mold or long term damage due to the flooding.

Business

Response:

In response to complaint ID #[redacted] I would like to request this be removed from our

history. In response to the customer’s statement, there was not a sewage backup outside

of the residents unit. There was in fact, a backed tip of their tub drain that did come out

into the resident’s utility closet. Our maintenance staff did respond to the emergency call

placed by the tenant on 1/26/2014 within 30 minutes. Our maintenance staff unclogged

the drain and placed a fan to dry the wet areas. A follow up inspection on the area took

place on 1/30/2014 at which time or maintenance technician spoke with Resident [redacted]

[redacted] and he stated there was no odor or issues. [redacted] placed a phone call to the

maintenance department on 1/31/2014 stating that she felt there was an odor and wanted

the carpets cleaned. Our staff then contacted a carpet cleaning as well as cleaning

company to coordinate a date with the tenant to come out and clean her carpets and utility

closet. On 1/12/2014 a carpet cleaning company came into [redacted] cleaned &

sprayed with anti-microbial spray, and a cleaning company cleaned utility closet. I myself

made a follow up phone call with resident [redacted] on 1/13/2014 and she was

satisfied with the work that had been completed. Each call and complaint has been

documented in the customer account and thither documentation to support our efforts can

be submitted by request.

Thank you for your assistance in this matter.

Sincerely,

Regional Leasing Director

Emerald Gardens

Review: I received my "Security Disposition Report" in the mail on 7/25/14 after I moved out of Emerald Gardens on 6/30/14. I lived there for over 2 years. I was shocked to find out they were claiming $2,219.05 in damages. They stated they were keeping my $1,025.00 security deposit and charging me an additional $1,194.05. They provided no proof to the damages they were claiming and would not schedule a walk-through for when I would be available. The pictures I have and even the pictures they provided show none of the damage they were claiming (other than a few minor things that I take responsibility for). They would not provide the inspection report and said they do not have access to it. They keep blaming their corporate office for the charges, however they refuse to provide their corporate office's contact information. They offered me a settlement of keeping my entire security deposit and only charging me $149.00 instead, however they still cannot provide an explanation to the charges or proof of these charges. They owe me the majority of my security deposit back. I do not owe them a dime. They want me to sign a form that will reduce my balance to $149.00 and agree to the terms of their offer. It is not legally or morally right to charge someone for damages that they cannot prove and simply do not exist. I have my own personal pictures of the unit that I took prior to moving out that show no damages and have a complete description of the condition that I left it in. Emerald Gardens are simply falsifying their reports and trying to keep my money while charging more on top of that. I also have knowledge that I am not the only former resident they are doing this to. My neighbor who moved out the same day is have similar issues. This type of business needs to be stopped.Desired Settlement: I would like my remaining security deposit returned to me after the bedroom/closet doors are replaced and the small quarter sized hole in the bedroom wall is fixed. Based on their move-out charge sheet it should only come to a total of $290.00 which can be taken out of my security deposit. Emerald Gardens owes me the remaining $735.00 of my deposit.

Business

Response:

9/19/2014

lo whom it may concern,

In response to complaint II) # [redacted], the customer contactcd our office after

receiving their security disposition report to complete a dispute of’ charges fonm After

reviewing the dispute details a settlement offer was made and accepted by the former

tenant We believe this situation has been resolved and wish for it to be removed from

our history.

Thank you,

Emerald Gardens Management

Review: My wife and I are being cheated out of part of our security deposit. At the end of our lease, my wife and I spent 6 hours cleaning our apartment according to the apartment cleanup guidelines that we were provided by the office. The apartment was spotless, and I checked it three different days to make sure nothing was left in there and everything was clean. We just received our security deposit back on Monday, October 5th, and they didn't refund us for $265 worth of "charges" that they claim were necessary to deduct from our deposit. These charges included - $55.00 Unit left Unclean - Cleaning Fee, a $110 Stove and Dishwasher Cleaning Fee, and a $100 Carpet Cleaning Fee - Stain Treatment. The cleaning guidelines we were provided included taking everything out of the apartment, cleaning all of the appliances, and cleaning the carpet ONLY if it was called for to remove stains. As previously mentioned, my wife and I checked the unit on three different occasions to make sure everything was clean and removed after spending 6 hours cleaning it, which included vacuuming the entire apartment twice. This included removing everything, cleaning the appliances, and checking for stains. EVERYTHING was cleaned as recommended, and there was NOTHING left in that apartment and NO stains in the carpet. When I contacted the office to inquire about these issues, the lady initially seemed helpful and offered to start a process of looking at these charges by sending me documentation and photographic evidence justifying the charges. She said she'd email me the documentation within 24 hours. However, that was on the afternoon of Monday, October 5th, and it is now Friday, October 9th with no documentation and their persistent unresponsiveness. I feel this is the only way that I'll get anything out of this process.Desired Settlement: I believe the business has the responsibility of refunding all or a major part of our security deposit, not only due to the charges being uncalled for but also for their unprofessional behavior.

Business

Response:

The resident has been sent photographic proof of the damages he was charged for upon move out. Tenant was given the option to open a dispute in regards to the charges he was assessed. At this time, more than half of his security deposit has already been returned to him. He has not yet contacted us to open a formal dispute. Thank you, Emerald Gardens

Review: I rented an apartment in Emerald Gardens in Crafton for one year (June 2012-June 2013). My roommate and I who lived there were good tenants who kept our place clean and have proof of always paying rent on time. Before we moved out we completed our closing checklist and thoroughly cleaned and vacuumed our apartment in hopes of receiving our security deposit of $775 back. However, we received notice from EG that we were being charged for the replacement of the entire first floor carpet ($466.60) excluding $135.33 for "normal wear and tear" (we were charged a total of $331.27). This was a random and absurd charge since we did not damage any part of the carpet beyond normal wear and tear. We paid a cheap rent for this apartment and did not live in a high quality place. The carpet in our apartment looked like it had been dirtied and used by several other people who had lived there before us. From the day that we moved in it did not look exceptionally clean. There were no major stains in the entirety of the year we lived there. We vacuumed the carpet regularly and thoroughly cleaned it before moving out. There is no significant damage visible for us to be responsible for beyond the normal wear and tear which is expected and a responsibility of our landlord. I contacted my landlord about our unjust charges reiterating that under Pennsylvania law if they deemed that the age and quality of the carpet, which was older and not in great condition before we moved in, needed replaced, than they needed to pay for it to upkeep their complex, not me. I threatened to contact the Revdex.com and they never responded.Desired Settlement: I would like to be refunded the entire $775 security deposit. The replacement of the entire first floor carpet was the only thing we were charged for and it is something that the Emerald Gardens establishment is responsible for paying, not me.

Business

Response:

9/19/20 14

To whom it may concern.

In response to complaint ID # [redacted], the former tenants received charges for carpets

that they did not agree with, It was determined at the time of disposition that the carpets

had been damaged above normal wear and tear. Previous to the tenant’s residency, the

carpet inside this unit was only one year’ old. The life expectancy with properly

maintained carpets is much longer than 2 years. Tenants were charged for the remaining

life of the carpet and credited wear and tear for their one year of tenancy which is the

industry standard. We do not accept responsibility for excessive damages made by

tenants to units. As per our lease, tenants are responsible for charges above and beyond

normal wear and tear which was determined to be the case for this complaint number.

Please feel free to contact me with any further questions pertaining to this matter.

Review: This rental community is non-responsive to tenant complaints. Repairs are done improperly causing repeat occurrences which the tenant is charged for upon leaving. Neighbors are loud and security is inadequate. Recently there was a fire due to maintenance personnel carelessness. They say you can sublet but their definition of sublet is finding a new tenant to take over your lease and sign for another year. The lease states that you can sublet but only by their definition, which isn't in the lease document.Desired Settlement: When I vacate my apartment I expect my security deposit returned in full unless the repair is necessary for something I did. I would like the management office held accountable for these issues.

Business

Response:

See attached File

To whom this may concern,

A complaint was filed with the Revdex.com on September 7, 2013 against our business and I would like to take the time to respond to the complaints. The resident is [redacted] at [redacted].

She stated that there were some issues with her experience; I have addressed each one individually below:

1) We take our resident complaints very seriously. Any complaint we receive is dealt with as an internal matter. We resolve all complaints to the best of our ability and we use the lease to dictate what we are able to do. This is apartment living and sometimes noise travels through the walls. When this occurs, we contact the appropriate resident and make sure to let them know about our rules and regulations.

2) Our maintenance staff is fully trained in how to handle day to day maintenance. If we need a subcontractor to come and deal with an issue, we do not hesitate to call them. All of maintenance tickets this resident put in were handle in a timely manner.

3) Our security team is on site between the hours of 7 PM - 6:30 AM every night and they control who is coming on and off our property. In the past, we have even had our security company give us new security staff if we receive complaints.

4) Our residents were not given any information as to the cause of the fire. The fire in the community was dealt with in a professional manner. No residents were harmed during the fire.

5) In our lease, Section 12 states that a resident cannot transfer a lease between them and an additional third party. It is clearly written and stated this way. We occasionally perform a lease transfer which is approved by our leasing office. Subletting is not allowed with any residents. I appreciate your time and I hope we are able to get this complaint resolved. If you have any additional questions or concerns, please feel free to contact the leasing office at any point. Thank You Emerald Gardens Management