F & W Real Estate Group

Review: In June of 2014 I came home to a massive water leak in my apartment and when I investigate the problem. I found that the utility area located in my bathroom, ceiling had fallen down due to a massive water leak from the apartment above mines. I also had black mold located in both area. It had spread tremendously throughout certain areas in my apartment. The water leak was between the floors to where it was leaking from the hallway ceiling. The water was flowing down from the fire alarm system. I contacted the fire department and they came out and said that it was inhabitable to live in. I then ask the manager [redacted] what is I supposed to do about this and she said to put towels down at my bathroom door to keep the mold smell from going through out my apartment, and I have two kids. Then they did the work a few days later and clean the black mold with bleach and repainted the area. I went back a week later and the mold had return back and I notified the manager again. Then I went back again they said that they clean the area and repainted again but the mold was still visible through the paint. Then again I went back, the black mold and fungus has generated. Every time I went back I told the manager in person about the problem. I also have, mold in my refrigerator, then was informed to clean my fridge with bleach and water, to which I did but the black mold came back again. I went back numerous times and blacker mold had come back again and again and again etc. I recently went back to check on my apartment to see if any of the issues were resolved and found mold on my area rugs, my son bedroom on various items , my kitchen utilities, my future in the living room , mold smell on my linens, and mold smell on my clothes and the smell is throughout my apartment. This unsanitary and unhealthy for my kids and I. My kids stayed sick with medical issues from the time I moved into the apartment and develop respiratory and eczema. I notified the manager about the problems of a bugs, lizard, snails on the wall, and the infection of termites in the apartment to which the termites were getting in my kids beds and biting them. I ask if they could take care of that issues and they said no, so my mother had to come over and found the spot where the termites were entering my apartment between the walls and she treat the problem with products from [redacted] to kill them. This issue has been ongoing since June of 2014 to present date. I serve the manager with a written notice to give me the work orders on the repairs that was done to my apartment. The only resolution I have received was new or refurbished refrigerator but what good is it when I still have black mold and mold regenerating throughout my apartment. They will not move me because I was told I had to go onto a waiting list because of HUD regulation. I also have pictures to show for all the problems that were in and still are in the apartment from day one when the issues started with insect and lizard in my apartment.Desired Settlement: Refund or replacement of my future, household items, linens, clothing. Bedding, area rugs, dishes, children items, and new habitability apartment. Food replacement and a peace of mind and etc..

Business

Response:

June 21, 2014

Ms. [redacted] called for emergency maintenance stating that there was water in her apartment. When our Property Manager ([redacted]) arrived she found water had come into the utility closet (which is a separate closet off of the bathroom) from the ceiling. It turned out to be a stopped up air conditioning drain line from the unit upstairs. The line was repaired at that time.

June 23, 2014

Our maintenance staff cut out an approximate 3’x5’ section of the ceiling in the utility closet and let it dry.

June 27, 2014

Maintenance replaced the sheetrock and painted. They removed the tile from the utility closet floor.

July 18, 2014

Maintenance went in to inspect unit for signs of mold. There was a small patch that was missed during the June 27, 2014 painting – this spot was cleaned and painted. Pictures and video were taken – no signs of mold anywhere except for missed spot that was painted.

August 25, 2014

[redacted] received an inquiry from HUD referencing a water leak pertaining to pictures they had received from Ms. [redacted]. Upon entering Ms. [redacted] apartment, we came upon a new leak that Ms. [redacted] had not notified the Management Office about. This new leak was coming from Unit 5, above Ms. [redacted]. Maintenance cleaned the drain line and cleaned up the water. They also checked for additional leaks and didn’t find any nor did they find any indications of mold and/or mildew in Ms. [redacted] unit.

Ms. [redacted] fails to point out in her complaint that her electricity was turned off from May 27, 2014 to June 20, 2014.

When Maintenance went into Ms. [redacted] apartment on August 25, 2014 and found the new leak, they also inspected her refrigerator because Ms. [redacted] had complained of mold in her refrigerator. They found that her refrigerator had been turned off and the doors were closed. They also found that she was not running her air conditioning. Per the attached copy from Ms. [redacted] Resident Handbook (which she signed acknowledging receipt), “Resident acknowledges that it is necessary for Resident to provide appropriate climate control, kept the Unit clean, and take other measures to rd and prevent mold and mildew from accumulating in the Unit”.

[redacted] received a complaint of ants in early 2013. Maintenance sprayed the ants which were outside on her patio. Per regulations, they are not permitted to spray insecticide inside the unit. Management never received any complaint from Ms. [redacted] in 2014 about “…bugs, lizard, snails on the wall, and the infection of termites in the apartment…”.

Ms. [redacted] requested to be moved to another apartment earlier this month. She was not told that she couldn’t transfer due to HUD regulations. She was told that no other two or three bedroom units were available. She then stated that she wanted to transfer to [redacted] (another apartment complex managed by F & W Management which is located next to [redacted]). She was told that she would have to apply to that community – to date she has not done so.

Consumer

Response:

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.

Regards,

Good Day

Per

response from the business in questioning, yes I will admit my lights were

off but the incident happen after the fact. They didn't cut away the sheet

rock from the wall to see if there was any wet insulation that could lead

to mold. I came back to my house numerous time and yes I didn't inform

management in writing but I provide pictures every time I visited the

office and [redacted] (management) denied wanting to see the

pictures. Also to my understanding the maintenance department is supposed

to leave a work order sheet or pink sheet of some sort stating when they

entered my apartment and whatever works that was performed on that date of

entry. To this day I haven't received any paperwork stating so. After this

incident happen I ask [redacted] what am I supposed to do about the mold that

had accumulated in the bathroom and utility room because my kids and I can't

stay here with the smell of black mold in the air and that the smell was coming

through the air condition vents in our rooms and that it will make us sick if

we breathe it in. She told me to just put towels at the door leading into the

bathroom. The bathroom had black mold all in it so how was that going to remedy

the issue and how my kids and I suppose to use the bathroom for showers, etc. Also

in the statement you provided me with, it said the leak was coming from

the air conditioning unit up stairs, the AC units are on the ground and

therefore the leak had to be coming from the some other source, unless the

condensing compressor is located in the roofing area of the building, I am

not sure but can that be explained to me also. Also after the incident

happen I had my AC Unit on for a while after that and still the black mold

had accumulated throughout various areas in the apartment including the

refrigerator. I had to take my food out and dispose of it because of that reason.

The response from the company in question also said the leak came back numerous

times after the initial visit in June, so that means that they never really did

the proper repairs from the beginning nor did they ever stated that they cut

away the sheet rock from the wall to see if it was wet and contain mold spores

at all. I am merely asking why after numerous leaks they not checked to

see if it cause any damaged to the insulation behind the wall. If there

is a leak in the ceiling there no question that there is water that leak

between the walls in the apartment. I spoke to the resident that lives above me

in the unit 5 that was mention in the statement that was provide to me. The

resident stated that after they fixed the leak that it came back again and she

was tired of them not properly fixing the leak. Also am I supposed to

live in the apartment with mold from the initial leak with my kids and myself

breathing in toxic air that also included paint fumes, bleach fumes and

whatever else they use to clean with? How many letters am I supposed

to write inform them of the issues? Now my furniture and all accessories that I

have in my apartment has mold on it and I can't live there anymore. Also I was

told by a HUD rep. [redacted] that I had couldn't be place in another

apartment on the property because of HUD regulations, so that's why I

didn't apply, so I was just wanting my apartment to be taken care of so we

could move back in so my child could start back to school in September from

that location. I feel as no one cares

about us and how we are living in an apartment the will give my kids and myself

health issues in the future. I can’t take them back to that apartment unless

the proper check has been done for black mold in the apartment. I just want to

see paperwork stating that it is safe to live in and also my furniture and accessories

replace that was damaged from that because I can’t afford to replace it myself.

Sincerely,

Business

Response:

Please see the attached letter from [redacted] firm. They took air samples from Ms. [redacted] apartment on October 1st at 4:30 p.m. Ms. [redacted] was present. Once we receive the results we will respond.

Consumer

Response:

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. All has been has resolved except for the issue with the moldy refrigerator, but all issues have been resolved.

Regards,