Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The [redacted] NEVER stated that the deposit we placed for an apartment was going to be non-refundableIf the application on the back states "may or may not be refundable," then the [redacted] should have stated which one it wasI am still requesting full refund for the inconvenience that we had to go through to rent from the property Regards, ***
Please review business response: From: The Bordeaux [mailto:[email protected]] Sent: Monday, February 23, 3:PM To: drteam Cc: 'TFC - Monica Escobedo'; 'TFC - Melanie Maier'; 'The Bordeaux' Subject: Case ID# [redacted] Importance: High February 23, To Whom it May Concern, This email serves to notify interest party of Case ID# [redacted] has come to a resolutionI Amanda E [redacted] , property manager at The Bordeaux was informed of former resident’s complaint ( [redacted] ) as this tenant felt she was not made aware of the financial responsibilities upon her lease early termination fees I spoke to Ms [redacted] on 02/13/and was able to provide her with an itemized break down of her charges and clarify obligations per her lease contact, signed and dated on 08/31/This complaint was made prior to my conversation with Ms [redacted] As part of The Finger Companies, we strive to provide excellent customer satisfaction and consider any complaints extremely important and handle them with urgencyPlease feel free to contact me at any time for any other questionsRespectfully, Amanda E [redacted] Community Manager The Bordeaux | The Finger Companies Woodway | Houston, TX Office: | Fax: [email protected] | www.thebordeaux.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The maintenance staff wanted the furniture that was left I have witnesses to that request Also, I did not dent the microwave, that accusation is offensive I am handling the cleaning concerns with the company I hired However, I do not agree with any charges for damages with the exception of the oven I did not approach you regarding any of my concerns prior to my leaving the property because I was afraid of retaliation which result in even higher charges than your property is known for You and your staff did not attempt to make my stay there comfortable in the least You dismissed my concerns regarding security of the building I expressed concern that residents let anyone through the door (which resulted in someone coming to my door and leaving a note demanding money to return my stolen purse and a process server that was there to serve someone else following me into the stairwell while threatening me), I was told twice, "we can't help who the residents let through the door I asked on three occasions for [redacted] to update my email to be updated so that I could receive communication and it was not I was verbally attacked by [redacted] in the gym and then told I was not allowed to respond I was never told that I could have my carpets cleaned upon lease renewal When I found out, [redacted] would not arrange for it and after several weeks I had to contact [redacted] for assistance You accused me of making offensive, dismissive hand gestures to another resident after I through my trash down the chute You accused me of animal abuse because I put my dog in a crate while maintenance entered my apartment I do this because people she does not know scare her You let other residents drink coffee/hot chocolate, eat power bars, and walk around in their bare feet in the gym without addressing them regarding the policies but you confront me when I have a cup of grapes You let a resident continue to shut the shades in the gym and make everyone else work out in the dark (this bothered everyone in the gym) All of these instances lead me to disrespect you and your staff as people and as my landlord You discriminated, dismissed, and treated me with disrespect I will not deny that I had personal challenges that became well known to your staff because you were constantly entering the apartments but I have worked very hard and spent THOUSANDS of dollars to dispose of items and to start my life with a clean slate Even though this concern is regarding my experience I will share with you that at least two people have stated to me that they "can't stand [redacted] or her staff" This information was completely unsolicited Based on my experience there, the service failures, the fact that it was requested by your staff that my furniture is left for them, and the accusation that I dented the microwave, I want waived from my ledger If you recall, my background is handling grievances and quality disputes I know what unreasonable requests and expectations are This is beyond material things, it is both I am asking for a refund because I believe it is the right thing to do Regards,
Sent: Wednesday, April 15, 11:AM To: drteam Cc: 'TFC - [redacted] ' Subject: Complaint ID # [redacted] Dear Mr [redacted] ,Thank you for your email and the opportunity to explain the apartment reservation process.The application fee is a non-refundable fee of $per personThe application deposit for the apartment is $and fully refundable at move out less any balance owedThe current application deposit incentive in which you leased under is allowing the future resident to reserve an apartment with a partial deposit of $and the remainder to be paid prior to move inThe $is non-refundable if the applicant cancels the application at any time after reserving the apartmentThe reason for this is that the property has held the specific apartment off the market so that no one else may lease itAfter reviewing your file your account was billed $and a $check was paidThe $was applied to the account as follows: $for application fees ($for each application) and $toward the depositThe back of the application states that the application deposit and application fees may or may not be refundableOn April 8th, we received your request to cancel the applicationI do apologize for any frustration you experienced during the application approval processWe were waiting on you to provide our screening company with the proper documentation needed for your approval.Our intention was to make this process as smooth as possible for youWe are available any time to speak with you directly if there is anything that we can do[redacted] Property Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. There is obvious disagreement on the details of the issues discussed. Your information is not correct but at this point, I think it is best to agree that we stand firm on our own information and that is not going to change. Your information is not correct and when I read it, it makes me very upset. It makes me feel judged and disrespected. I am an honest person and you have not considered that you, your staff, and other residents are not providing accurate information. We can also agree that we are both glad that I am no longer a resident there.
I am still requesting that the furniture removal fee and damaged microwave fee are removed from my ledger ($250.00). Your maintenance personel is not being honest. They wanted the furniture that was left. Otherwise, the company I had hired would have removed it for me. And I DID NOT dent the microwave. I don't have any idea how I could have done that. It was a unit from your previous inventory, I was told that. And I was not given the chance to forgo the opportunity to have my carpets cleaned. I was never notified that I had the option
I regret to hear that your six year stay at [redacted] was not a positive one. I feel there was tremendous effort in making you comfortable, but obviously we “ missed the mark “ in your opinion.
Upon your move out, an inspection of your apartment,...
#[redacted] was completed, noting the condition of walls, carpet, appliances, blinds, items/furniture left in unit, as well as the cleanliness of the entire unit, including the windows, screens, and balcony. Typically there are 5-10 pictures taken in each apartment upon move out; please note that 72 pictures were taken in your unit, showing that the apartment throughout was left very dirty, the appliances were damaged, the carpet displayed so much pet hair, especially around the baseboard edges, and the walls and ceilings were in need of a full (plus) paint. The ceiling in the kitchen had splattered food all over it, needing a clean and then paint. A full paint in your unit size of 860sq ft typically costs $140/unit- to paint your unit cost $313.40.
Concerning the numerous items left in the unit- I have spoken to the maintenance team who state they never told you they wanted all furniture left in your unit. One man said he told you he was interested in the patio table and chairs (2), as well as the small refrigerator- all of which he took. Everything else was still remaining in the bedroom and living room upon the inspection being done. Not only did it take two porters over an hour to remove, but the trash removal company charged [redacted] approximately $125 to haul off the 5 or 6 pieces of furniture left in your unit.
All charges incurred due to the condition in which you chose to leave your home of 5 years are justifiable. Records show that your apartment, #[redacted] was in excellent condition upon your move in dated 12/2009. The damages and overall poor condition of unit are well beyond that of “normal wear and tear.”
I do not find your communication insulting, but puzzling.
[redacted] resent 6-7 photos to you early this afternoon; I trust you have received them.
[redacted], not only were you a resident but you were also my neighbor. If ever I disrespected you or treated you unkindly, please accept my sincere apology.
I wish you happiness and success in all future endeavors.
Sincerely,
[redacted]
[redacted] has been contacted by phone and notified that a refund check in the amount of $250 will be issued on Monday, November 17, 2015. He should receive the check via [redacted]. Please close the complaint file.
[redacted] came into the office to turn her keys in . She asked that I go walk the apartment with her. I wrote her forwarding address and phone number down to secure information on where to send deposit. Upon entering the apartment...
, there was a large black stain ; In front of where the couch would be . I stated I can look at the apartment but cannot give you a final sum . We have a Carpet Company bid every move out for stains, pet charges and general cleaning. She immediately started screaming that her religion does not allow a pet and I will not charge her anything! I then made the statement that we could continue walking the apartment but she could not continue screaming and making rude statements. I then walked upstairs to the loft where there was yet another stain and she screamed “ That is Normal wear and tear” I then walked downstairs and I always take pictures and so I advised her to take the same pictures with her cell phone. She then took pictures. All along making rude comments ; We never took care of her ! . We have answered every call she has ever made . Actually , I feel we have gone above and beyond ; Maintenance installed new 2 inch wood blinds, New Stove , and a larger Microwave. Maintenance will tell you that every time they went to her apartment she was very degrading. Talking rudely and down to them. Lastly, She had come home to a water leak from an adjoining apartment , Stated she was so upset that she could not cook. It was after 6 PM , I was in the office and offered to go get her something to eat. She said she is on a very special diet, I stated I could go to the store or to whatever restaurant she would like. She continued to yell.
There was a miscommunication between Ms. [redacted] and the Leasing Office regarding when the work would be completed. Although it was our error and we entered the apartment to complete the work on a different date than originally scheduled, it was with the intention to provide Ms. [redacted] with good...
customer service and to complete the work in a timely manner. We have discussed this miscommunication with Ms. [redacted] and have apologized for the error.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The maintenance staff wanted the furniture that was left. I have 2 witnesses to that request. Also, I did not dent the microwave, that accusation is offensive. I am handling the cleaning concerns with the company I hired. However, I do not agree with any charges for damages with the exception of the oven.
I did not approach you regarding any of my concerns prior to my leaving the property because I was afraid of retaliation which result in even higher charges than your property is known for. You and your staff did not attempt to make my stay there comfortable in the least.
1. You dismissed my concerns regarding security of the building. I expressed concern that residents let anyone through the door (which resulted in someone coming to my door and leaving a note demanding money to return my stolen purse and a process server that was there to serve someone else following me into the stairwell while threatening me), I was told twice, "we can't help who the residents let through the door.
2. I asked on three occasions for [redacted] to update my email to be updated so that I could receive communication and it was not.
3. I was verbally attacked by [redacted] in the gym and then told I was not allowed to respond
4. I was never told that I could have my carpets cleaned upon lease renewal. When I found out, [redacted] would not arrange for it and after several weeks I had to contact [redacted] for assistance.
5. You accused me of making offensive, dismissive hand gestures to another resident after I through my trash down the chute.
6. You accused me of animal abuse because I put my dog in a crate while maintenance entered my apartment. I do this because people she does not know scare her.
7. You let other residents drink coffee/hot chocolate, eat power bars, and walk around in their bare feet in the gym without addressing them regarding the policies but you confront me when I have a cup of grapes. You let a resident continue to shut the shades in the gym and make everyone else work out in the dark (this bothered everyone in the gym).
All of these instances lead me to disrespect you and your staff as people and as my landlord. You discriminated, dismissed, and treated me with disrespect. I will not deny that I had personal challenges that became well known to your staff because you were constantly entering the apartments but I have worked very hard and spent THOUSANDS of dollars to dispose of items and to start my life with a clean slate.
Even though this concern is regarding my experience I will share with you that at least two people have stated to me that they "can't stand [redacted] or her staff" This information was completely unsolicited.
Based on my experience there, the service failures, the fact that it was requested by your staff that my furniture is left for them, and the false accusation that I dented the microwave, I want 250.00 waived from my ledger. If you recall, my background is handling grievances and quality disputes. I know what unreasonable requests and expectations are. This is beyond material things, it is both. I am asking for a refund because I believe it is the right thing to do.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The [redacted] NEVER stated that the deposit we placed for an apartment was going to be non-refundable. If the application on the back states "may or may not be refundable," then the [redacted] should have stated which one it was. I am still requesting full refund for the inconvenience that we had to go through to rent from the property.
Regards,
[redacted]
[redacted] moved into The Creole On Yorktown Apartments on May 10, 2016. On November 4th 2016 we found her apartment vacant when delivering a delinquent rent notice.
The 1st service request was reported to our answering service on Sunday 05/17/2016 was for the kitchen sink that was...
clogged, Alex, one of our maintenance technicians responded to this call and unclogged the sink drain, cleaned the water from the floor and kitchen counter top. The 2nd request was on 05/19/2016 for the master bath room toilet overflowing, maintenance went to unstop the toilet and cleaned up the floor and wet vacuumed the carpet. On 06/23/2016 the office had scheduled to have our carpet company come to shampoo the carpet, install new pad in the master bath room vanity/bedroom. The 3rd request was on 07/08/2016 for the Kitchen sink leaking underneath, maintenance responded again on the same day to repair the kitchen faucet. The 4th request was submitted on 07/16/2016 for the guest toilet overflowing maintenance responded immediately to clean the toilet drain line. The 5th request was submitted on 07/29/2016 for the guest toilet overflowing, maintenance responded to immediately and unclogged the toilet. The 6th request was submitted on 08/18/2016 for the guest bathroom toilet stopped up, we unstopped the toilet and replaced it with a new one. The 7th request was submitted on 09/16/2016 for the doorbell not working, vertical blinds- replaced 2 slats and replaced AC filter. The 8th request was submitted on 09/20/2016 for the carpet to be shampooed which was also completed on the same day. The 9th request was submitted on 10/14/2016 for the master toilet stopped up and also the guest toilet reported flushes slow, maintenance responded right away, he checked both toilets and found them both to be working ok. The 10th request was submitted on 10/17/2016 by management to go in and inspect apartment due to sewer odors reported at night, I called [redacted] to let her know that we would be going in next week, I also asked resident on several occasions to call the office when she was smelling the odors at night so that we could send maintenance over to figure out where the odor was coming from and see if they smelled anything however she never called us.
The 11th request was reported on 10/24/2016 that the master bathroom toilet was stopped up, maintenance again reported right away and unclogged toilet. The 12th request was created by management on 10/27/2016 to replace the master bathroom toilet.
I had been in touch with [redacted] via email and phone, we have always sent maintenance out to take care of any maintenance requests very promptly. I spoke to [redacted] numerous times regarding the smell that she reported only in the evenings, and explained to her that she needed to call our office when she is smelling the odor so maintenance could go over to see if they could smell any odors. I had also called our plumbing contractor regarding the odors that [redacted] reported. He said that they could come from a wax ring which could have gone bad or is older and not tight any longer.
My supervisor did get in touch with [redacted] and it was at this time that [redacted] stated she was not living in the apartment.
First of all, we do not provide security; instead we provide controlled access for our residents, and the system is only as good as the people using it. Numerous reminders were sent out over the years and continue to be sent out explaining the effectiveness of controlled access doors/gates being dependent on them, and to be cautious in allowing people following behind them into the building.
It is to our benefit to have the most current information on our residents; we are constantly updating our email list. Emails are sent out weekly and any undeliverable addresses are researched and corrected.
It’s my understanding that upon entering the gym for a workout on her day off, [redacted] was abruptly confronted by you, regarding the guidelines for having food in the gym. After a few minutes of listening, [redacted] asked that you be respectful of her time off, and requested that you speak to someone in the office.
The office staff informs everyone that a complimentary carpet clean is offered upon renewal; not all residents take advantage of this complimentary clean.
This conversation occurred when a neighbor told me that she witnessed you throwing cat liter down the trash chute without bagging it. Maintenance staff had complained for weeks about this occurring, causing a huge, unsanitary mess. Although signs were placed in all trash rooms requesting the person to stop doing this, it continued. When the resident confronted you, she said you made an offensive, dismissive hand gesture at her. It was at this time that I contacted you directly to discuss this matter. Perhaps it was a coincidence, but the cat litter being thrown down the trash chute without being properly bagged seized immediately!
You never mentioned having a dog, nor did you have a pet deposit for a dog; I lived across the hall from you for 4 years and never saw you take this animal out for a walk. Although I would never accuse anyone of “animal abuse,” as the manager of [redacted], I did question you about this animal who was in a crate, tucked away in your closet. You stated that it was your dog, but it stayed with your parents most of the time.
Our Fitness Center rules are in the Community Policy portion of our lease and are clearly posted in the Fitness Center. Just as conversations with you concerning guidelines are private and not shared with other residents, any communication with other residents concerning guidelines not being followed would not be disclosed to other residents, including you. Anyone violating their lease will be contacted by me.
Sent: Wednesday, April 15, 2015 11:25 AM To: drteam Cc: 'TFC - [redacted]' Subject: Complaint ID #[redacted]Dear Mr. [redacted],Thank you for your email and the opportunity to explain the apartment reservation process.The application fee is a non-refundable fee of $50 per person. The...
application deposit for the apartment is $750 and fully refundable at move out less any balance owed. The current application deposit incentive in which you leased under is allowing the future resident to reserve an apartment with a partial deposit of $250 and the remainder to be paid prior to move in. The $250 is non-refundable if the applicant cancels the application at any time after reserving the apartment. The reason for this is that the property has held the specific apartment off the market so that no one else may lease it. After reviewing your file your account was billed $350 and a $250 check was paid. The $250 was applied to the account as follows: $100 for application fees ($50 for each application) and $150 toward the deposit. The back of the application states that the application deposit and application fees may or may not be refundable. On April 8th, we received your request to cancel the application. I do apologize for any frustration you experienced during the application approval process. We were waiting on you to provide our screening company with the proper documentation needed for your approval.Our intention was to make this process as smooth as possible for you. We are available any time to speak with you directly if there is anything that we can do.[redacted]Property Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards, The Creole on Yorktown Management is not telling the truth concerning the plumbing problems that I experienced in my apartment. On May 18, 2016 I called into the office concerning my toilet overflowing under service issue # [redacted]-*, I just moved into the apartment on May 10, 2016. Just to list other plumbing and other toilet service issue [redacted]. I had to file an insurance claim because of the plumbing problems that wet up my clothes, shoes & carpet wet in living room & both bedrooms. Not to mention the awful sewer smell late at night. Mrs. Jackie at the Corporate office called me on Nov 3, 2016 concerning my compliant, but I never got a promise follow up call back ( That she promised) . Come to find out that Jackie no longer works for the Corp office but no one took the time to follow up with me which is not surprising at all. I asked several time to get out of my lease because the plumbing problem and sewer smell that they could not be fixed, but was told No and was not allowed to move to a different apartment ( Unless I pay much more for rent than my sign lease amount of $1,074.) I had to push the issue of someone responded back to me concerning my plumbing problems and move. I have all of my service issue request concerning the plumbing problems I've been having. I had no other choice but to move for the health of my son and myself. I have e-mails that I can also submit from Diane which she only responded to two e-mails. I was forced to stay in any apartment that had serious plumbing problems which other residents have complained about also. And I did inform the management office by e-mail that I was moving because of the sewer smell and plumbing problems. Please note
Please review business response: From: The Bordeaux [mailto:[email protected]] Sent: Monday, February 23, 2015 3:31 PM To: drteam Cc: 'TFC - Monica Escobedo'; 'TFC - Melanie Maier'; 'The Bordeaux' Subject: Case ID# [redacted] Importance: High February 23, 2015 To...
Whom it May Concern, This email serves to notify interest party of Case ID# [redacted] has come to a resolution. I Amanda E[redacted], property manager at The Bordeaux was informed of former resident’s complaint ([redacted]) as this tenant felt she was not made aware of the financial responsibilities upon her lease early termination fees. I spoke to Ms. [redacted] on 02/13/2015 and was able to provide her with an itemized break down of her charges and clarify obligations per her lease contact, signed and dated on 08/31/2014. This complaint was made prior to my conversation with Ms. [redacted]. As part of The Finger Companies, we strive to provide excellent customer satisfaction and consider any complaints extremely important and handle them with urgency. Please feel free to contact me at any time for any other questions. Respectfully, Amanda E[redacted]Community Manager The Bordeaux | The Finger Companies 5010 Woodway | Houston, TX 77056 Office: 713.961.4377 | Fax: 713.622.9035 [email protected] | www.thebordeaux.com
Hello,
Please see below the information I am aware of regarding [redacted]. I have also attached emails sent to her for your reference.
The resident [redacted] worked with Jonathan [redacted] when she moved to the Ventana Apartment Homes. The carpet was being installed in her apartment...
early morning when [redacted] and other roommates arrived. She was given a concession for her troubles during her move in the following month. During her tenancy with us at The Ventana complained about her windows and was not successful and resolving the matter. Since this service was not addressed during her time with us, [redacted] was not charged any turnover (cleaning) costs for her apartment when she moved out.
In regards to the security deposit, [redacted] was sent her final statement via us mail and email. These statements were sent to her on time, within the 21 days allowed. The lease for [redacted] apartment did not expire until August 31, 2016. [redacted] and her roommates decided to break the current lease with us, with a move out date of June 1, 2016. The roommates paid rent only up to May 31, 2016. The move out occurred late in the evening on June 1, 2016. There was no rental payment made to account for the 1 day of rent. The total for this one day of rent was $102.30. The total security deposit amount for this apartment home was $500.00. This amount along with the final water bill was immediately deducted from her account upon move out.
The Ventana did not charge the apartment any move out cleaning charges. The only charges responsible to [redacted] was the down time from when they vacated on the 1st, to the when a new resident took possession of the apartment which was on the 6th. [redacted] was only charged for 4 days per her lease contract that she was and her roommates signed.
The Ventana has explained this matter to [redacted] on several occasions via email. [redacted] however does not want to accept our answer and insists that somehow we owe her a refund. We have wished her the best and have been sympathetic during her stay but there is not much more we can offer to her. The Ventana has done everything we can in this matter.
Best Regards,
Yolanda [redacted] Assistant Community Manager
The Ventana
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The [redacted] NEVER stated that the deposit we placed for an apartment was going to be non-refundableIf the application on the back states "may or may not be refundable," then the [redacted] should have stated which one it wasI am still requesting full refund for the inconvenience that we had to go through to rent from the property Regards, ***
Please review business response: From: The Bordeaux [mailto:[email protected]] Sent: Monday, February 23, 3:PM To: drteam Cc: 'TFC - Monica Escobedo'; 'TFC - Melanie Maier'; 'The Bordeaux' Subject: Case ID# [redacted] Importance: High February 23, To Whom it May Concern, This email serves to notify interest party of Case ID# [redacted] has come to a resolutionI Amanda E [redacted] , property manager at The Bordeaux was informed of former resident’s complaint ( [redacted] ) as this tenant felt she was not made aware of the financial responsibilities upon her lease early termination fees I spoke to Ms [redacted] on 02/13/and was able to provide her with an itemized break down of her charges and clarify obligations per her lease contact, signed and dated on 08/31/This complaint was made prior to my conversation with Ms [redacted] As part of The Finger Companies, we strive to provide excellent customer satisfaction and consider any complaints extremely important and handle them with urgencyPlease feel free to contact me at any time for any other questionsRespectfully, Amanda E [redacted] Community Manager The Bordeaux | The Finger Companies Woodway | Houston, TX Office: | Fax: [email protected] | www.thebordeaux.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The maintenance staff wanted the furniture that was left I have witnesses to that request Also, I did not dent the microwave, that accusation is offensive I am handling the cleaning concerns with the company I hired However, I do not agree with any charges for damages with the exception of the oven I did not approach you regarding any of my concerns prior to my leaving the property because I was afraid of retaliation which result in even higher charges than your property is known for You and your staff did not attempt to make my stay there comfortable in the least You dismissed my concerns regarding security of the building I expressed concern that residents let anyone through the door (which resulted in someone coming to my door and leaving a note demanding money to return my stolen purse and a process server that was there to serve someone else following me into the stairwell while threatening me), I was told twice, "we can't help who the residents let through the door I asked on three occasions for [redacted] to update my email to be updated so that I could receive communication and it was not I was verbally attacked by [redacted] in the gym and then told I was not allowed to respond I was never told that I could have my carpets cleaned upon lease renewal When I found out, [redacted] would not arrange for it and after several weeks I had to contact [redacted] for assistance You accused me of making offensive, dismissive hand gestures to another resident after I through my trash down the chute You accused me of animal abuse because I put my dog in a crate while maintenance entered my apartment I do this because people she does not know scare her You let other residents drink coffee/hot chocolate, eat power bars, and walk around in their bare feet in the gym without addressing them regarding the policies but you confront me when I have a cup of grapes You let a resident continue to shut the shades in the gym and make everyone else work out in the dark (this bothered everyone in the gym) All of these instances lead me to disrespect you and your staff as people and as my landlord You discriminated, dismissed, and treated me with disrespect I will not deny that I had personal challenges that became well known to your staff because you were constantly entering the apartments but I have worked very hard and spent THOUSANDS of dollars to dispose of items and to start my life with a clean slate Even though this concern is regarding my experience I will share with you that at least two people have stated to me that they "can't stand [redacted] or her staff" This information was completely unsolicited Based on my experience there, the service failures, the fact that it was requested by your staff that my furniture is left for them, and the accusation that I dented the microwave, I want waived from my ledger If you recall, my background is handling grievances and quality disputes I know what unreasonable requests and expectations are This is beyond material things, it is both I am asking for a refund because I believe it is the right thing to do Regards,
Sent: Wednesday, April 15, 11:AM To: drteam Cc: 'TFC - [redacted] ' Subject: Complaint ID # [redacted] Dear Mr [redacted] ,Thank you for your email and the opportunity to explain the apartment reservation process.The application fee is a non-refundable fee of $per personThe application deposit for the apartment is $and fully refundable at move out less any balance owedThe current application deposit incentive in which you leased under is allowing the future resident to reserve an apartment with a partial deposit of $and the remainder to be paid prior to move inThe $is non-refundable if the applicant cancels the application at any time after reserving the apartmentThe reason for this is that the property has held the specific apartment off the market so that no one else may lease itAfter reviewing your file your account was billed $and a $check was paidThe $was applied to the account as follows: $for application fees ($for each application) and $toward the depositThe back of the application states that the application deposit and application fees may or may not be refundableOn April 8th, we received your request to cancel the applicationI do apologize for any frustration you experienced during the application approval processWe were waiting on you to provide our screening company with the proper documentation needed for your approval.Our intention was to make this process as smooth as possible for youWe are available any time to speak with you directly if there is anything that we can do[redacted] Property Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. There is obvious disagreement on the details of the issues discussed. Your information is not correct but at this point, I think it is best to agree that we stand firm on our own information and that is not going to change. Your information is not correct and when I read it, it makes me very upset. It makes me feel judged and disrespected. I am an honest person and you have not considered that you, your staff, and other residents are not providing accurate information. We can also agree that we are both glad that I am no longer a resident there.
I am still requesting that the furniture removal fee and damaged microwave fee are removed from my ledger ($250.00). Your maintenance personel is not being honest. They wanted the furniture that was left. Otherwise, the company I had hired would have removed it for me. And I DID NOT dent the microwave. I don't have any idea how I could have done that. It was a unit from your previous inventory, I was told that. And I was not given the chance to forgo the opportunity to have my carpets cleaned. I was never notified that I had the option
Dear [redacted],
I regret to hear that your six year stay at [redacted] was not a positive one. I feel there was tremendous effort in making you comfortable, but obviously we “ missed the mark “ in your opinion.
Upon your move out, an inspection of your apartment,...
#[redacted] was completed, noting the condition of walls, carpet, appliances, blinds, items/furniture left in unit, as well as the cleanliness of the entire unit, including the windows, screens, and balcony. Typically there are 5-10 pictures taken in each apartment upon move out; please note that 72 pictures were taken in your unit, showing that the apartment throughout was left very dirty, the appliances were damaged, the carpet displayed so much pet hair, especially around the baseboard edges, and the walls and ceilings were in need of a full (plus) paint. The ceiling in the kitchen had splattered food all over it, needing a clean and then paint. A full paint in your unit size of 860sq ft typically costs $140/unit- to paint your unit cost $313.40.
Concerning the numerous items left in the unit- I have spoken to the maintenance team who state they never told you they wanted all furniture left in your unit. One man said he told you he was interested in the patio table and chairs (2), as well as the small refrigerator- all of which he took. Everything else was still remaining in the bedroom and living room upon the inspection being done. Not only did it take two porters over an hour to remove, but the trash removal company charged [redacted] approximately $125 to haul off the 5 or 6 pieces of furniture left in your unit.
All charges incurred due to the condition in which you chose to leave your home of 5 years are justifiable. Records show that your apartment, #[redacted] was in excellent condition upon your move in dated 12/2009. The damages and overall poor condition of unit are well beyond that of “normal wear and tear.”
I do not find your communication insulting, but puzzling.
[redacted] resent 6-7 photos to you early this afternoon; I trust you have received them.
[redacted], not only were you a resident but you were also my neighbor. If ever I disrespected you or treated you unkindly, please accept my sincere apology.
I wish you happiness and success in all future endeavors.
Sincerely,
[redacted]
[redacted] has been contacted by phone and notified that a refund check in the amount of $250 will be issued on Monday, November 17, 2015. He should receive the check via [redacted]. Please close the complaint file.
[redacted] came into the office to turn her keys in . She asked that I go walk the apartment with her. I wrote her forwarding address and phone number down to secure information on where to send deposit. Upon entering the apartment...
, there was a large black stain ; In front of where the couch would be . I stated I can look at the apartment but cannot give you a final sum . We have a Carpet Company bid every move out for stains, pet charges and general cleaning. She immediately started screaming that her religion does not allow a pet and I will not charge her anything! I then made the statement that we could continue walking the apartment but she could not continue screaming and making rude statements. I then walked upstairs to the loft where there was yet another stain and she screamed “ That is Normal wear and tear” I then walked downstairs and I always take pictures and so I advised her to take the same pictures with her cell phone. She then took pictures. All along making rude comments ; We never took care of her ! . We have answered every call she has ever made . Actually , I feel we have gone above and beyond ; Maintenance installed new 2 inch wood blinds, New Stove , and a larger Microwave. Maintenance will tell you that every time they went to her apartment she was very degrading. Talking rudely and down to them. Lastly, She had come home to a water leak from an adjoining apartment , Stated she was so upset that she could not cook. It was after 6 PM , I was in the office and offered to go get her something to eat. She said she is on a very special diet, I stated I could go to the store or to whatever restaurant she would like. She continued to yell.
There was a miscommunication between Ms. [redacted] and the Leasing Office regarding when the work would be completed. Although it was our error and we entered the apartment to complete the work on a different date than originally scheduled, it was with the intention to provide Ms. [redacted] with good...
customer service and to complete the work in a timely manner. We have discussed this miscommunication with Ms. [redacted] and have apologized for the error.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The maintenance staff wanted the furniture that was left. I have 2 witnesses to that request. Also, I did not dent the microwave, that accusation is offensive. I am handling the cleaning concerns with the company I hired. However, I do not agree with any charges for damages with the exception of the oven.
I did not approach you regarding any of my concerns prior to my leaving the property because I was afraid of retaliation which result in even higher charges than your property is known for. You and your staff did not attempt to make my stay there comfortable in the least.
1. You dismissed my concerns regarding security of the building. I expressed concern that residents let anyone through the door (which resulted in someone coming to my door and leaving a note demanding money to return my stolen purse and a process server that was there to serve someone else following me into the stairwell while threatening me), I was told twice, "we can't help who the residents let through the door.
2. I asked on three occasions for [redacted] to update my email to be updated so that I could receive communication and it was not.
3. I was verbally attacked by [redacted] in the gym and then told I was not allowed to respond
4. I was never told that I could have my carpets cleaned upon lease renewal. When I found out, [redacted] would not arrange for it and after several weeks I had to contact [redacted] for assistance.
5. You accused me of making offensive, dismissive hand gestures to another resident after I through my trash down the chute.
6. You accused me of animal abuse because I put my dog in a crate while maintenance entered my apartment. I do this because people she does not know scare her.
7. You let other residents drink coffee/hot chocolate, eat power bars, and walk around in their bare feet in the gym without addressing them regarding the policies but you confront me when I have a cup of grapes. You let a resident continue to shut the shades in the gym and make everyone else work out in the dark (this bothered everyone in the gym).
All of these instances lead me to disrespect you and your staff as people and as my landlord. You discriminated, dismissed, and treated me with disrespect. I will not deny that I had personal challenges that became well known to your staff because you were constantly entering the apartments but I have worked very hard and spent THOUSANDS of dollars to dispose of items and to start my life with a clean slate.
Even though this concern is regarding my experience I will share with you that at least two people have stated to me that they "can't stand [redacted] or her staff" This information was completely unsolicited.
Based on my experience there, the service failures, the fact that it was requested by your staff that my furniture is left for them, and the false accusation that I dented the microwave, I want 250.00 waived from my ledger. If you recall, my background is handling grievances and quality disputes. I know what unreasonable requests and expectations are. This is beyond material things, it is both. I am asking for a refund because I believe it is the right thing to do.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The [redacted] NEVER stated that the deposit we placed for an apartment was going to be non-refundable. If the application on the back states "may or may not be refundable," then the [redacted] should have stated which one it was. I am still requesting full refund for the inconvenience that we had to go through to rent from the property.
Regards,
[redacted]
[redacted] moved into The Creole On Yorktown Apartments on May 10, 2016. On November 4th 2016 we found her apartment vacant when delivering a delinquent rent notice.
The 1st service request was reported to our answering service on Sunday 05/17/2016 was for the kitchen sink that was...
clogged, Alex, one of our maintenance technicians responded to this call and unclogged the sink drain, cleaned the water from the floor and kitchen counter top. The 2nd request was on 05/19/2016 for the master bath room toilet overflowing, maintenance went to unstop the toilet and cleaned up the floor and wet vacuumed the carpet. On 06/23/2016 the office had scheduled to have our carpet company come to shampoo the carpet, install new pad in the master bath room vanity/bedroom. The 3rd request was on 07/08/2016 for the Kitchen sink leaking underneath, maintenance responded again on the same day to repair the kitchen faucet. The 4th request was submitted on 07/16/2016 for the guest toilet overflowing maintenance responded immediately to clean the toilet drain line. The 5th request was submitted on 07/29/2016 for the guest toilet overflowing, maintenance responded to immediately and unclogged the toilet. The 6th request was submitted on 08/18/2016 for the guest bathroom toilet stopped up, we unstopped the toilet and replaced it with a new one. The 7th request was submitted on 09/16/2016 for the doorbell not working, vertical blinds- replaced 2 slats and replaced AC filter. The 8th request was submitted on 09/20/2016 for the carpet to be shampooed which was also completed on the same day. The 9th request was submitted on 10/14/2016 for the master toilet stopped up and also the guest toilet reported flushes slow, maintenance responded right away, he checked both toilets and found them both to be working ok. The 10th request was submitted on 10/17/2016 by management to go in and inspect apartment due to sewer odors reported at night, I called [redacted] to let her know that we would be going in next week, I also asked resident on several occasions to call the office when she was smelling the odors at night so that we could send maintenance over to figure out where the odor was coming from and see if they smelled anything however she never called us.
The 11th request was reported on 10/24/2016 that the master bathroom toilet was stopped up, maintenance again reported right away and unclogged toilet. The 12th request was created by management on 10/27/2016 to replace the master bathroom toilet.
I had been in touch with [redacted] via email and phone, we have always sent maintenance out to take care of any maintenance requests very promptly. I spoke to [redacted] numerous times regarding the smell that she reported only in the evenings, and explained to her that she needed to call our office when she is smelling the odor so maintenance could go over to see if they could smell any odors. I had also called our plumbing contractor regarding the odors that [redacted] reported. He said that they could come from a wax ring which could have gone bad or is older and not tight any longer.
My supervisor did get in touch with [redacted] and it was at this time that [redacted] stated she was not living in the apartment.
First of all, we do not provide security; instead we provide controlled access for our residents, and the system is only as good as the people using it. Numerous reminders were sent out over the years and continue to be sent out explaining the effectiveness of controlled access doors/gates being dependent on them, and to be cautious in allowing people following behind them into the building.
It is to our benefit to have the most current information on our residents; we are constantly updating our email list. Emails are sent out weekly and any undeliverable addresses are researched and corrected.
It’s my understanding that upon entering the gym for a workout on her day off, [redacted] was abruptly confronted by you, regarding the guidelines for having food in the gym. After a few minutes of listening, [redacted] asked that you be respectful of her time off, and requested that you speak to someone in the office.
The office staff informs everyone that a complimentary carpet clean is offered upon renewal; not all residents take advantage of this complimentary clean.
This conversation occurred when a neighbor told me that she witnessed you throwing cat liter down the trash chute without bagging it. Maintenance staff had complained for weeks about this occurring, causing a huge, unsanitary mess. Although signs were placed in all trash rooms requesting the person to stop doing this, it continued. When the resident confronted you, she said you made an offensive, dismissive hand gesture at her. It was at this time that I contacted you directly to discuss this matter. Perhaps it was a coincidence, but the cat litter being thrown down the trash chute without being properly bagged seized immediately!
You never mentioned having a dog, nor did you have a pet deposit for a dog; I lived across the hall from you for 4 years and never saw you take this animal out for a walk. Although I would never accuse anyone of “animal abuse,” as the manager of [redacted], I did question you about this animal who was in a crate, tucked away in your closet. You stated that it was your dog, but it stayed with your parents most of the time.
Our Fitness Center rules are in the Community Policy portion of our lease and are clearly posted in the Fitness Center. Just as conversations with you concerning guidelines are private and not shared with other residents, any communication with other residents concerning guidelines not being followed would not be disclosed to other residents, including you. Anyone violating their lease will be contacted by me.
Sent: Wednesday, April 15, 2015 11:25 AM To: drteam Cc: 'TFC - [redacted]' Subject: Complaint ID #[redacted]Dear Mr. [redacted],Thank you for your email and the opportunity to explain the apartment reservation process.The application fee is a non-refundable fee of $50 per person. The...
application deposit for the apartment is $750 and fully refundable at move out less any balance owed. The current application deposit incentive in which you leased under is allowing the future resident to reserve an apartment with a partial deposit of $250 and the remainder to be paid prior to move in. The $250 is non-refundable if the applicant cancels the application at any time after reserving the apartment. The reason for this is that the property has held the specific apartment off the market so that no one else may lease it. After reviewing your file your account was billed $350 and a $250 check was paid. The $250 was applied to the account as follows: $100 for application fees ($50 for each application) and $150 toward the deposit. The back of the application states that the application deposit and application fees may or may not be refundable. On April 8th, we received your request to cancel the application. I do apologize for any frustration you experienced during the application approval process. We were waiting on you to provide our screening company with the proper documentation needed for your approval.Our intention was to make this process as smooth as possible for you. We are available any time to speak with you directly if there is anything that we can do.[redacted]Property Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards, The Creole on Yorktown Management is not telling the truth concerning the plumbing problems that I experienced in my apartment. On May 18, 2016 I called into the office concerning my toilet overflowing under service issue # [redacted]-*, I just moved into the apartment on May 10, 2016. Just to list other plumbing and other toilet service issue [redacted]. I had to file an insurance claim because of the plumbing problems that wet up my clothes, shoes & carpet wet in living room & both bedrooms. Not to mention the awful sewer smell late at night. Mrs. Jackie at the Corporate office called me on Nov 3, 2016 concerning my compliant, but I never got a promise follow up call back ( That she promised) . Come to find out that Jackie no longer works for the Corp office but no one took the time to follow up with me which is not surprising at all. I asked several time to get out of my lease because the plumbing problem and sewer smell that they could not be fixed, but was told No and was not allowed to move to a different apartment ( Unless I pay much more for rent than my sign lease amount of $1,074.) I had to push the issue of someone responded back to me concerning my plumbing problems and move. I have all of my service issue request concerning the plumbing problems I've been having. I had no other choice but to move for the health of my son and myself. I have e-mails that I can also submit from Diane which she only responded to two e-mails. I was forced to stay in any apartment that had serious plumbing problems which other residents have complained about also. And I did inform the management office by e-mail that I was moving because of the sewer smell and plumbing problems. Please note
Please review business response: From: The Bordeaux [mailto:[email protected]] Sent: Monday, February 23, 2015 3:31 PM To: drteam Cc: 'TFC - Monica Escobedo'; 'TFC - Melanie Maier'; 'The Bordeaux' Subject: Case ID# [redacted] Importance: High February 23, 2015 To...
Whom it May Concern, This email serves to notify interest party of Case ID# [redacted] has come to a resolution. I Amanda E[redacted], property manager at The Bordeaux was informed of former resident’s complaint ([redacted]) as this tenant felt she was not made aware of the financial responsibilities upon her lease early termination fees. I spoke to Ms. [redacted] on 02/13/2015 and was able to provide her with an itemized break down of her charges and clarify obligations per her lease contact, signed and dated on 08/31/2014. This complaint was made prior to my conversation with Ms. [redacted]. As part of The Finger Companies, we strive to provide excellent customer satisfaction and consider any complaints extremely important and handle them with urgency. Please feel free to contact me at any time for any other questions. Respectfully, Amanda E[redacted]Community Manager The Bordeaux | The Finger Companies 5010 Woodway | Houston, TX 77056 Office: 713.961.4377 | Fax: 713.622.9035 [email protected] | www.thebordeaux.com
Hello,
Please see below the information I am aware of regarding [redacted]. I have also attached emails sent to her for your reference.
The resident [redacted] worked with Jonathan [redacted] when she moved to the Ventana Apartment Homes. The carpet was being installed in her apartment...
early morning when [redacted] and other roommates arrived. She was given a concession for her troubles during her move in the following month. During her tenancy with us at The Ventana complained about her windows and was not successful and resolving the matter. Since this service was not addressed during her time with us, [redacted] was not charged any turnover (cleaning) costs for her apartment when she moved out.
In regards to the security deposit, [redacted] was sent her final statement via us mail and email. These statements were sent to her on time, within the 21 days allowed. The lease for [redacted] apartment did not expire until August 31, 2016. [redacted] and her roommates decided to break the current lease with us, with a move out date of June 1, 2016. The roommates paid rent only up to May 31, 2016. The move out occurred late in the evening on June 1, 2016. There was no rental payment made to account for the 1 day of rent. The total for this one day of rent was $102.30. The total security deposit amount for this apartment home was $500.00. This amount along with the final water bill was immediately deducted from her account upon move out.
The Ventana did not charge the apartment any move out cleaning charges. The only charges responsible to [redacted] was the down time from when they vacated on the 1st, to the when a new resident took possession of the apartment which was on the 6th. [redacted] was only charged for 4 days per her lease contract that she was and her roommates signed.
The Ventana has explained this matter to [redacted] on several occasions via email. [redacted] however does not want to accept our answer and insists that somehow we owe her a refund. We have wished her the best and have been sympathetic during her stay but there is not much more we can offer to her. The Ventana has done everything we can in this matter.
Best Regards,
Yolanda [redacted] Assistant Community Manager
The Ventana