Initial Business Response /* (1000, 19, 2015/07/24) */
Revdex.com Case # XXXXXXXX
*** Apartments / Sequoia Equities
Complaint Response
We appreciate Ms*** comments and her taking the time to voice concerns regarding her experience throughout her residency at *** Apartments and
following her move outWe take all reviews, comments and suggestions from our residents very seriously and in an effort to gather information to effectively respond to Ms*** grievances, we have reviewed the final inspection report from our Service Team as well as pictures and the invoices from our vendors (see attached) for the apartment turn charges in questionIn addition to her comments regarding her final account charges, I have submitted Ms*** accusations regarding alleged inappropriate behavior from members of our staff to our Human Resources Department and we have launched an internal investigationRelating to Ms*** remark about an unresolved Revdex.com complaint earlier this year, our office have not received this however we are happy to address the additional complaint upon receipt
Ms*** has reached out to our office on several occasions informing us of her dissatisfaction regarding her residency at *** after incidents that involve various lease violations were brought to her attention which include holding ballet classes for profit out of our fitness center as well as housing unauthorized residents in her apartmentEach occasion has been internally documented and as such, we have offered for her and her daughter, since March of to move without penalty as a Customer Service gestureWhen she and her daughter were ready to make this decision, we requested a day notice from her in writing outlining her move out date which also offers her the chance to schedule a pre-move out inspection with a member of our Service Team as well as review of estimated final utilities, etcThe requirement of giving days' notice is listed both in her lease and has been communicated to Ms*** several times over the course of working with her regarding aforementioned lease violations and in review of her overall concerns
This being said, Ms*** informed us on 6/1/that she has found a new home and would be moving out of her apartment by 6/5/Once she surrendered keys to our office, we moved her out of our system and charged her account the remainder of the days which was her financial obligationAfter several conversations following her move out, we decided that as an additional Customer Service Gesture, we would waive this fee and as you can see from the most recent Final Account Statement attached, that financial obligation was removedThe rent that remains totals the days that Ms*** had possession of the home and was moving out
The additional final account charges encompass *** cost to replace the apartment's carpet and vinyl which is discounted by $as well as the costs for extra heavy cleaning and a full interior paint (also discounted by 25% given the amount of time Ms*** was a resident at ***)Unfortunately the damage done to the carpet and vinyl (which was installed brand new at the time of her residency) was irreversible which warranted a full replacementFull apartment paint was also necessary both from damages and odor from pet urineThese invoices are also attached for your reference
That being said, we want all of our residents to have a positive experience at move-in, during their residency with us, and at the point of move outAs a Customer Service Gesture, we have removed the financial obligation of the remaining days totaling a $1,making the overall discount to her Final Account Statement including the carpet discount: $(Please see attached updated Final Account Statement)
We hope that the assurance of an internal investigation regarding our the alleged employee behavior as well as the Customer Service Gesture allotting an overall savings to Ms*** provides her with her desired resolution
Thank you,
Initial Consumer Rebuttal /* (3000, 21, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is based on several completely malicious and allegations, what is not surprising, and does not address the fact what we have complained about several times
There is not a single word mentioned about the maintenance staff, ***, who was "shadowing" my daughterSeveral times we mentioned it to the management, they always denied it, their so called "internal" investigation did not bring any resultThe environment was poisonousThe maintanance person did have exact knowledge about my daughter's daily routine, and several times he approached asking questions, whispering into her ear at the pool etcOthers also noticed his strange behaviorOf course these approaches mainly happened when my daughter was alone
Next! Holding balett classes for profit: The lease agreement does not hold anything in writing about the use of the squash room first of allMy daughter is an academically trained classical balett artist of international levelShe had a few students coming in where she held not classes, but rehearsals for a Hungarian Connection Gala, and the surprising thing is that it was free!
This did not bother the management until a young MALE balett dancer arrived and they were in the squash room together excercisingSoon after this they started to make bogus claims that no balett and dance can be done thereOthers were allowed to do other excercises of course
The so called "illegal" resident as being referred very discriminatively is a young MALE balett dancer of color! After the chain of the events, it became clear that before the arrival of a MALE guest, having young girls practising there was no problem for several weeks! After the arrival of a young man, in a couple of days the management complained about the use of the squash room, however when I read the lease agreement I haven't found a word limiting the use of the squash room and based on our previous experiences in other apartment complexes the use of excercise facilities were used by professional trainersm coaches to hold lessons without any problem
I insist that the decision of the MANGEMENT was deeply personal, discriminative , fabricated against usAnd also we have to assume that the maintenance man who saw a young man around my daughter was behind it! Very soon they conducted an inspection, during that "inspection" the maintenance man rushed into the apartment, did not care about the fire place what was not working, did not care about not not properly functioning sinks in the bathroomHe almost ran to the beedroom door, opened itno man found, than proceeded to the master bedroom, where my daughter was still sleeping, and did not want him to enter! He did not leave until he could not go in! Again no man found!!!! His behavior was almost frightening, after this inspection nothing was fixed, however I presume the purpose of inspections is fixing malfunctioning thingsBut his one and only purpose was to look around to find out if we had a MALE guest!
Many residents have and had guests for extendedperiods, naver a question, but my daughter apparently could not have a male visitor, not even for a short time!
I also reported many hygenie problems in public areas, dog poop , dirty sauna, extremly filthy cushons at the pool, etcThey implemented dog poop DNA inspection, did write some rules about proper sauna use etcFixed the slippery pool side! This expressis verbis prooves that my allegations were true and well founded! Obviously this costed lots of money to themNow they are taking revenge in every possible way
This malicious discriminative, unfriendly manner, and the shadowing creepy behavior was teh major reason we escaped from there
ACCORDING TO CALIFORNIA LAW: stalking is one of the reasons what makes an exception as far as the thirty day NOTICE is concernedAccording to that STIPULATION, if a tenent is stalked by another tenant or by management or staff is NOT REQUIRED to give thirty day noticeThis is absolutely logical that someone is not forced to stay longer than necessary under circumstances of that nature
Also , when I mentioned that there have been several attempts of entering our apartment / for the last two month/ we slept with abig table pushed at the door/ they said oh call policeunfortunately there is crime! Also we saw people lurking under our balcony, there have been several police actions taking place directly under our balcony, was quite frightening for two women
There is some more to the story, if we can not come to an amicable solution, I will have to take this to small claims court, or other court involving the borderline criminal element of teh maintenance staff, and discrimination and hate against us on behalf of management!
Regarding the damages: My dog never peed on the carpet, was taken down regularly what everybody knows, and the remark regarding the wall is ridiculous! All previous tenants complain about the same, that they rip everybody off with carpet and wallAlso the last day when we were heavily cleaning, and we have pictures taken, Sherry one of the managers on site said she would come up to do an inspection!!!! I WAITED FOR HER HALF AN HOUR LONGER, but we had to leave as we were exhausted and still had to drive to another city, when I stopped by the office to return the key, ***, tha manager was in the office, pleasantly laughing and chit chatting with a bunch of friends! She simply did not want to come to do the inspection in our presenceThats another tiny detail about their approach, and still not everythingI hold a few more facts for the court!
SUMMA: Their allegations are unacceptible, I have to take this issue to court!
Final Consumer Response /* (2000, 10, 2015/09/03) */
This case has been resolved. I received a 100 $ refund check yesterday. Thank you for your assistance.
Sincerely,
[redacted] I [redacted]
U.S. Foreign Service (r)
We appreciate [redacted] comments and his taking the time to voice concerns regarding the work being performed in his apartment. We take all reviews, comments and suggestions from our residents very seriously. In an effort to gather information to effectively respond to [redacted] concerns, we...
have reviewed the incident report that was created to follow the progress of the work as well as our vendor’s scope of work for the apartment construction.
The Hidden Lake Condominiums Service Manager and Community Manager visually inspected [redacted] home on Thursday [redacted] after report of a water intrusion. Per our standard procedure, the dehumidifier was running in the affected area so we could quickly remove the moisture in the walls. Due to the weather conditions our contractors placed a tarp over the exterior of the building to prevent future water from entering into the home as the cause was found to be due to the excessive rain and a compromised area of exterior siding which has since been repaired. The damp section of carpet and pad was removed promptly at the residents request and the home was checked throughout for elevated moisture levels. At the residents’ request, the home was also inspected for the smell of a mildew aroma; nothing was found. The dehumidifier was promptly removed the next day after re-testing the wall for moisture.
Our contractor has been approved to make the repairs necessary to bring the apartment to its original condition however the window is a special order size, so unfortunately, the exterior will need to remain covered until the window comes in. We've been diligent in communicating with the residents throughout the repair process so as to ensure they are informed; the latest communication to them was on [redacted] at which point they were made aware that the repairs will be done on 3[redacted]. As a Customer Service Gesture, we have offered them a transfer into a like unit which they declined and we have confirmed that we are happy to reimburse them for any electricity overages that they are charged due to our equipment being in the home.
We will continue our efforts of consistent communication with Mr. Munso and should there be any further concerns regarding the work being performed, he is welcome to contact me at our Corporate Office via phone (925)945.0900 or email [email protected].
Initial Business Response /* (1000, 19, 2015/07/24) */
Revdex.com Case # XXXXXXXX
*** Apartments / Sequoia Equities
Complaint Response
We appreciate Ms*** comments and her taking the time to voice concerns regarding her experience throughout her residency at *** Apartments and
following her move outWe take all reviews, comments and suggestions from our residents very seriously and in an effort to gather information to effectively respond to Ms*** grievances, we have reviewed the final inspection report from our Service Team as well as pictures and the invoices from our vendors (see attached) for the apartment turn charges in questionIn addition to her comments regarding her final account charges, I have submitted Ms*** accusations regarding alleged inappropriate behavior from members of our staff to our Human Resources Department and we have launched an internal investigationRelating to Ms*** remark about an unresolved Revdex.com complaint earlier this year, our office have not received this however we are happy to address the additional complaint upon receipt
Ms*** has reached out to our office on several occasions informing us of her dissatisfaction regarding her residency at *** after incidents that involve various lease violations were brought to her attention which include holding ballet classes for profit out of our fitness center as well as housing unauthorized residents in her apartmentEach occasion has been internally documented and as such, we have offered for her and her daughter, since March of to move without penalty as a Customer Service gestureWhen she and her daughter were ready to make this decision, we requested a day notice from her in writing outlining her move out date which also offers her the chance to schedule a pre-move out inspection with a member of our Service Team as well as review of estimated final utilities, etcThe requirement of giving days' notice is listed both in her lease and has been communicated to Ms*** several times over the course of working with her regarding aforementioned lease violations and in review of her overall concerns
This being said, Ms*** informed us on 6/1/that she has found a new home and would be moving out of her apartment by 6/5/Once she surrendered keys to our office, we moved her out of our system and charged her account the remainder of the days which was her financial obligationAfter several conversations following her move out, we decided that as an additional Customer Service Gesture, we would waive this fee and as you can see from the most recent Final Account Statement attached, that financial obligation was removedThe rent that remains totals the days that Ms*** had possession of the home and was moving out
The additional final account charges encompass *** cost to replace the apartment's carpet and vinyl which is discounted by $as well as the costs for extra heavy cleaning and a full interior paint (also discounted by 25% given the amount of time Ms*** was a resident at ***)Unfortunately the damage done to the carpet and vinyl (which was installed brand new at the time of her residency) was irreversible which warranted a full replacementFull apartment paint was also necessary both from damages and odor from pet urineThese invoices are also attached for your reference
That being said, we want all of our residents to have a positive experience at move-in, during their residency with us, and at the point of move outAs a Customer Service Gesture, we have removed the financial obligation of the remaining days totaling a $1,making the overall discount to her Final Account Statement including the carpet discount: $(Please see attached updated Final Account Statement)
We hope that the assurance of an internal investigation regarding our the alleged employee behavior as well as the Customer Service Gesture allotting an overall savings to Ms*** provides her with her desired resolution
Thank you,
Initial Consumer Rebuttal /* (3000, 21, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is based on several completely malicious and allegations, what is not surprising, and does not address the fact what we have complained about several times
There is not a single word mentioned about the maintenance staff, ***, who was "shadowing" my daughterSeveral times we mentioned it to the management, they always denied it, their so called "internal" investigation did not bring any resultThe environment was poisonousThe maintanance person did have exact knowledge about my daughter's daily routine, and several times he approached asking questions, whispering into her ear at the pool etcOthers also noticed his strange behaviorOf course these approaches mainly happened when my daughter was alone
Next! Holding balett classes for profit: The lease agreement does not hold anything in writing about the use of the squash room first of allMy daughter is an academically trained classical balett artist of international levelShe had a few students coming in where she held not classes, but rehearsals for a Hungarian Connection Gala, and the surprising thing is that it was free!
This did not bother the management until a young MALE balett dancer arrived and they were in the squash room together excercisingSoon after this they started to make bogus claims that no balett and dance can be done thereOthers were allowed to do other excercises of course
The so called "illegal" resident as being referred very discriminatively is a young MALE balett dancer of color! After the chain of the events, it became clear that before the arrival of a MALE guest, having young girls practising there was no problem for several weeks! After the arrival of a young man, in a couple of days the management complained about the use of the squash room, however when I read the lease agreement I haven't found a word limiting the use of the squash room and based on our previous experiences in other apartment complexes the use of excercise facilities were used by professional trainersm coaches to hold lessons without any problem
I insist that the decision of the MANGEMENT was deeply personal, discriminative , fabricated against usAnd also we have to assume that the maintenance man who saw a young man around my daughter was behind it! Very soon they conducted an inspection, during that "inspection" the maintenance man rushed into the apartment, did not care about the fire place what was not working, did not care about not not properly functioning sinks in the bathroomHe almost ran to the beedroom door, opened itno man found, than proceeded to the master bedroom, where my daughter was still sleeping, and did not want him to enter! He did not leave until he could not go in! Again no man found!!!! His behavior was almost frightening, after this inspection nothing was fixed, however I presume the purpose of inspections is fixing malfunctioning thingsBut his one and only purpose was to look around to find out if we had a MALE guest!
Many residents have and had guests for extendedperiods, naver a question, but my daughter apparently could not have a male visitor, not even for a short time!
I also reported many hygenie problems in public areas, dog poop , dirty sauna, extremly filthy cushons at the pool, etcThey implemented dog poop DNA inspection, did write some rules about proper sauna use etcFixed the slippery pool side! This expressis verbis prooves that my allegations were true and well founded! Obviously this costed lots of money to themNow they are taking revenge in every possible way
This malicious discriminative, unfriendly manner, and the shadowing creepy behavior was teh major reason we escaped from there
ACCORDING TO CALIFORNIA LAW: stalking is one of the reasons what makes an exception as far as the thirty day NOTICE is concernedAccording to that STIPULATION, if a tenent is stalked by another tenant or by management or staff is NOT REQUIRED to give thirty day noticeThis is absolutely logical that someone is not forced to stay longer than necessary under circumstances of that nature
Also , when I mentioned that there have been several attempts of entering our apartment / for the last two month/ we slept with abig table pushed at the door/ they said oh call policeunfortunately there is crime! Also we saw people lurking under our balcony, there have been several police actions taking place directly under our balcony, was quite frightening for two women
There is some more to the story, if we can not come to an amicable solution, I will have to take this to small claims court, or other court involving the borderline criminal element of teh maintenance staff, and discrimination and hate against us on behalf of management!
Regarding the damages: My dog never peed on the carpet, was taken down regularly what everybody knows, and the remark regarding the wall is ridiculous! All previous tenants complain about the same, that they rip everybody off with carpet and wallAlso the last day when we were heavily cleaning, and we have pictures taken, Sherry one of the managers on site said she would come up to do an inspection!!!! I WAITED FOR HER HALF AN HOUR LONGER, but we had to leave as we were exhausted and still had to drive to another city, when I stopped by the office to return the key, ***, tha manager was in the office, pleasantly laughing and chit chatting with a bunch of friends! She simply did not want to come to do the inspection in our presenceThats another tiny detail about their approach, and still not everythingI hold a few more facts for the court!
SUMMA: Their allegations are unacceptible, I have to take this issue to court!
Final Consumer Response /* (2000, 10, 2015/09/03) */
This case has been resolved. I received a 100 $ refund check yesterday. Thank you for your assistance.
Sincerely,
[redacted] I [redacted]
U.S. Foreign Service (r)
We appreciate [redacted] comments and his taking the time to voice concerns regarding the work being performed in his apartment. We take all reviews, comments and suggestions from our residents very seriously. In an effort to gather information to effectively respond to [redacted] concerns, we...
have reviewed the incident report that was created to follow the progress of the work as well as our vendor’s scope of work for the apartment construction.
The Hidden Lake Condominiums Service Manager and Community Manager visually inspected [redacted] home on Thursday [redacted] after report of a water intrusion. Per our standard procedure, the dehumidifier was running in the affected area so we could quickly remove the moisture in the walls. Due to the weather conditions our contractors placed a tarp over the exterior of the building to prevent future water from entering into the home as the cause was found to be due to the excessive rain and a compromised area of exterior siding which has since been repaired. The damp section of carpet and pad was removed promptly at the residents request and the home was checked throughout for elevated moisture levels. At the residents’ request, the home was also inspected for the smell of a mildew aroma; nothing was found. The dehumidifier was promptly removed the next day after re-testing the wall for moisture.
Our contractor has been approved to make the repairs necessary to bring the apartment to its original condition however the window is a special order size, so unfortunately, the exterior will need to remain covered until the window comes in. We've been diligent in communicating with the residents throughout the repair process so as to ensure they are informed; the latest communication to them was on [redacted] at which point they were made aware that the repairs will be done on 3[redacted]. As a Customer Service Gesture, we have offered them a transfer into a like unit which they declined and we have confirmed that we are happy to reimburse them for any electricity overages that they are charged due to our equipment being in the home.
We will continue our efforts of consistent communication with Mr. Munso and should there be any further concerns regarding the work being performed, he is welcome to contact me at our Corporate Office via phone (925)945.0900 or email [email protected].
Thank you,