Fountain Palms

Dear Ms***, I believe the manager you spoke with regarding all the issues above, pertaining to your service animal, were with Christi M***Christi M*** was with Greystar ManagementThe front office does not have anything on file regarding a death certificate for your service animal, nor documentation of the new animal that was purchased. The only day that we can refer back to that we received numerous voicemails, was a day that our office was closed for half a dayThis was due to a meeting we had at the corporate officeAny other time, we have received a missed call from any resident, we have called that resident back, as soon as possibleWe apologize on our behalf, for any delay in response back to our residents. Please should you have any questions or concerns, feel free to contact our front officeWe are more than happy to resolve any issues or concerns, you may haveWe greatly apologize for any inconvenience you have experienced while living at Fountain PalmsPlease be assured it is our goal to provide the best customer service and overall satisfaction to our residents. Thank you for your feedback. Sincerely, The staff at Fountain Palms Apartments

On behalf of AvenueResidential and Fountain Palms Apartments, I am responding to the following complaint ID#: ***.I have reviewed the customer’s statement, and am unaware of the issues that had occurred, minus the information you will find belowI spoke with a representative of the Arizona
Revdex.coms office and explained to her that new management had taken over as of May She stated to attach a copy of the residents lease agreement and to provide a written response with what information I could provideYou will find attached a copy of letter we received from the Revdex.com, and a copy of the lease agreement on file. A few days after new management took over, the resident came in to discuss the option of a transferThis is one of the instances that I personally can speak forI spoke with the resident and I told her all of the fees and transfer proceduresThe resident stated that she spoke to the previous management about transferring to a new apartment, keeping the same rate and placing a higher premium on the old unitI explained to her that unfortunately, with the new management we were unable to do that, and I greatly apologized for the inconvenienceI reiterated the transfer procedures and explained that should she choose to break her lease, the procedures on that as well. Also in the resident’s statement, she explained that she will call times in one day to get informationThis is another situation that myself can speak on behalf ofIn this case, we had a day where we received multiple voicemails from the resident, stating that we did not answer the phone, and each time stating the number of voicemails leftOn this day, our office was closed for part of the day, due to a corporate office meetingSigns were placed on our doors explaining the office closure and that we would return by lunch timeI returned her call once we were back in the office, and apologized for not getting back sooner due to the office closure. Regarding the passing of her service animal, I have no documentation in her file from her veterinarian, or the costs for a new service animalI believe this occurred while under previous management, and we are very sorry to hear of this incident. Please let us know if there is anything further that Fountain Palms can do to help resolve the situationWe thank you for your time and all your helpPlease do not hesitate to contact our office at ###-###-#### for any further information or clarification on anythingThank you again. Sincerely,ELIZABETH B*** | ASSISTANT MANAGER o: ###-###-#### f: ###-###-####

The new manager of this complex is the exact same woman that I went through all of my service animal stuff with. She knows first hand of everything that had happened. And of the purchase of the new service animal. That cannot be blamed on a new management company when all of the same employees are still working in the front office.  TThe day I called over 50 times I was literally at the front office making my calls stand ingredients right by the door. Watching them ignore the phone. There was not a single note or anything hanging on any door. So that is a straight lie. Also that is the 5th or 5th time I have called over 50 times in one day before a single response.   Not a single thing in that letter at all states a resolution for the any of my issues. Just you trying to blame the other Manga ment company for these issues when they continue on a day to day bases even now. I would like this resolved, before I take legal action. It amazes me how one place can try taking advantage of so many people and not have any repercussions from their actions. Especially when your employee killed my therapy animal. One I desperately needed for PTSD and forced me to spend money I did not have on a new one who isn't even properly trained as my cat was.