Foxridge Apartment Homes

Review: According to Foxridge and the Hethwood Community residents should be held liable for resolving maintenance issues involving the washing machine and dryer provided to their residents. Despite the fact that the company in which they are associated with who provides said appliances wants to hear from the company directly and not the residents. [redacted]o despite being aware of having broken equipment Hethwood hasn't provided any signs or warnings for residents that are unaware that they are going to waste money that they NEVER return. [redacted]o in regards to equipment inside of the apartment maintenance residents have to be content with faulty toilets that continuously run, bathroom mirrors that collapse and silverfish overpopulating the actual residents. Yet somehow residents are expected to have a ten percent increase in their rent although Foxridge has no plans to upgrade any of their equipment. Also I know several individuals who live in this community are allergic to bees and wasp however Foxridge hasn't placed any pesticides on their bus stops to ensure the general health concerns of such residents which is a huge violation.Desired Settlement: I would like to see documentation of Foxridge contacting their partnered washing machine and dryer provider inquiring them to inspect and fix all of their products. I would alsoo like to have a descriptive list of why their is a rent increase with no justification of fixing or completely eradicating their broken equipment. I would also like to see pesticides placed on to the bus stop for bees and wasp for residents who are allergic to said insects. I would also like Foxridge to send out a survey to all residents (and make it mandatory) about which equipment they need to be replaced because although I am not completely aware of all the guidelines for the USA federal housing department standards but glass shards coming out of mirrors and toilets that are either always running or never working consistently definitely doesn't meet the guidelines.

Business

Response:

Thank you for allowing us the opportunity to respond to the concern of [redacted] of [redacted], Blacksburg, VA 24060. As referenced in your correspondence, this is Revdex.com Case ID#[redacted].We regret Mr. [redacted]’s concerns regarding maintenance service in our community. Our team makes every effort to ensure resident satisfaction and respond to all service requests in an appropriate time period. Below addresses Mr. [redacted]’s specific requests:Documentation of Washing Machine and Dryer Repairs:Foxridge and Hethwood Apartment Homes works with a third party vendor ([redacted]) to supply two washing machines and two dyers in our laundry rooms per building. Our Welcome Center Service Coordinator received notification on Monday, 4/25/16, regarding a concern with the washing machine located in the 5800 building. An out of order sign was posted on the washing machine along with a service request to [redacted] to complete the repair on 4/25/16. [redacted] documented that the repair was completed on 4/27/16. Mr. [redacted] completed an online service request at 4:40pm on 4/27/16 reporting that the washing machine was still not working along with the dryer. Another request was made with [redacted] to complete the repair and another out of order notice was placed on both the washing machine and the dryer. [redacted] reports that all repairs were made and equipment working on 4/29/16. In addition to responding to both resident and management requests for service, [redacted] completes an annual inspection and preventative maintenance on all equipment throughout the community. The most recent routine inspection was completed in February.[redacted] refunds users for any coins lost in their machines due to a maintenance issue or malfunction. [redacted] requests that residents contact them directly at ###-###-#### to receive refunds. Please contact me directly if Mr. [redacted] is experiencing problems receiving a refund from [redacted] so that we may facilitate his service claim.Rent Increases:Rental rates are evaluated on a daily basis regarding market demands and operating expenses. Market rates are set and approved by management. Specific items that are considered when setting rates includes utility expenses (gas, water, storm water runoff, trash removal, recycling and electricity), state and county taxes, necessary community improvements, insurance costs and operational expenses. During the renewal period for a lease agreement, these market rental rates are taken into consideration for the renewal lease term and a new rental rate is offered. Residents are provided the renewal rate in advance and make the determination on whether to move forward and committing to the new rental rate. After reviewing Mr. [redacted]’s resident file, the rental increase on the renewal lease is $18/month from the 2015-2016 lease term to 2016-2017 lease term. However, the residents were able to secure a $200 signing bonus for the renewal lease term. Therefore, there was a very minimum renewal increase and not the noted 10% in the claim. Foxridge and Hethwood Apartment Homes will address any ongoing concerns with the apartment home and a need for any replacement of items within the apartment home at any time during the lease agreement. Residents are encouraged to report needs to the Welcome Center. I am happy to meet with the resident and review his rental rates in detail along with any needs in his apartment home.Request for Pesticides used at Bus Stops:A professional licensed exterminating company is used to manage extermination needs within the Foxridge and Hethwood Communities. They do not treat open air spaces such as the bus stop. If there is a concern with a specific bus stop, which would include a bee’s nest, this should be reported for service. We can then facilitate removal of any nest and determine the potential need for application of any pesticide. Resident safety is a top priority. Please notify our office directly if there is a specific concern at a bus stop.Resident Surveys:Our management team encourages our residents to always provide feedback. We do participate in a survey program that contacts our residents and requests resident comments. There are also survey links included on our website, [redacted], where residents can provide feedback after a service request is completed in their apartment home or whenever they would like to share comments. Please see the Resident Survey and the Service Survey located under the Resident tab on our website. Our team also welcomes our residents to stop by any time during our office hours to provide feedback. The Welcome Center is open seven days a week.Noted On-going Maintenance Concerns:I have reviewed service requests reported in the apartment home referenced in this claim during their residency in our community. The report shows that all requests made by the apartment home have been completed and our service tickets have been closed.Please note the information below documenting our response to the specific concerns noted in case #[redacted]:? Toilet: The only service request showing regarding concerns with a toilet was placed on 9/30/15 and is showing that it was completed on 9/30/15.? Medicine Cabinet: Concerns reported on 3/2/16 and addressed on 3/4/16. Concern reported again on 4/27/16 and addressed on 4/29/17.? Extermination Concern with Silverfish: There is no record of this concern reported to the Welcome Center.I encourage the resident to please contact our office directly if they are experiencing any current service problems in their apartment home and our team will appropriately address.Thank you again for the opportunity to clarify the information submitted in this claim. My personal contact information can be found in the signature line of this letter and I welcome the opportunity to personally address his concerns. If you have any further questions, please contact me at ###-###-####.Sincerely, [redacted]Senior Assistant Community ManagerFoxridge and Hethwood Apartment Homes[redacted]

Review: My husband and I lived at Foxridge for three years together, and he had lived there two and a half years before I did. In February of 2016 our third floor storage unit was robbed. We had a padlock on the storage unit and often went into it to get items so the robbery came as a shock to us. We suspect that the robbers had unscrewed the hinges of the door, leaving the lock intact. We had a blue large wheeled cooler, several clear plastic sterilite tubs, green tubs, tarps, cups, bottle opener, and green insulated drink carrier stolen from our unit. We didn’t file a claim with our renter’s insurance because the amount of items was less than our deductible, but we did take everything out of the unit in case the robber returned. Ours wasn’t the only unit robbed, as Foxridge posted a notice that robberies had taken place after we were robbed. My husband filed a police report for the missing items and we were told that the police would be in touch with any leads. I remembered seeing a flooring company van around the apartments at the same time and told the office about it, in the hopes that any lead would be helpful.

I called the office to check on the status of the stolen items and while very apologetic, it was clear that there was no recourse available to me.

I then spoke with a representative at [redacted] asking if any of the drivers saw anything suspicious because our apartment was on the bus route and very close to a bus stop. It became clear to me that our items couldn’t be recovered. I was talking about the robbery with some coworkers and found out that there have been robberies at Foxridge before. Apparently the storage units have been robbed around Spring Break time in previous years. This upset me greatly because I didn’t know this was a problem when I stored my large cooler, a gift from my mother in law at my bridal shower, in the unit. I also had another gift stored in the unit that I wouldn’t have kept in there had I thought there was any change the unit would be robbed. For the next few months I felt uneasy living at Foxridge because we had been robbed and I had found out that apparently robbers came there often to steal things. I couldn’t sleep and actually had fears of our apartment being broken into while I was home or when I was out. Needless to say, I was happy to move out as soon as possible because of the robbery. We gave Foxridge 3 months’ notice that we were leaving our apartment before our lease ended on July 16. I found out later that they rented our place for the date the lease ended, not when we were vacating. I thought that was unfortunate since we gave them amble notice that we were leaving sooner than our original plan. I also felt that they would be more understanding given our recent robbery. However, our lease doesn’t allow for being broken based on feeling unsafe and being robbed. My husband and I have since moved to an apartment that has security cameras in the laundry room (accessed via a locked outside door) and a storage unit on the third floor also with a locked door for entry. I feel more safe in this location than Foxridge given my experience and the experience of others who lived there.Desired Settlement: I would like the apartment to take the robberies in the third floor storage unit more seriously. I would have appreciated a notice that items had been stolen in the past. I noticed a police vehicle driving around the property several days after the robbery and thanked the office staff for the increased police presence. However, with all of the staff working on the grounds and the police presence afterwards, that still didn’t rectify our burglary. So, I would also like for Foxridge to install locks on the doors of each storage room and/or install security cameras, particularly at the locations that have been robbed in the past. I understand that this costs more than the items stolen, but I care more about the resident’s safety than the value of items. Our belongings are irreplaceable for sentimental reasons. The closest I can come to recovery is replacing the exact items, which I haven’t been able to do yet. I was hoping that the items would turn up and kept checking [redacted] to see if the robbers posted my things.

That isn’t my only grievance with Foxridge.

I also received bills from the electric company that were more than the previous month’s when we were actually living in the apartment. I called the office again to see if they had inspected our apartment yet. The man I spoke with said he couldn’t find the file for our apartment but that he was one of the inspectors and believed the apartment was already inspected. I asked him if there was a way someone could check the apartment to make sure they had returned the thermostat to 80 degrees. I was told there was nothing he could do to make sure the thermostat was turned back to how we left it or to make sure all of the lights had been turned off.

I have incurred the following expenses:

The cost of all our stolen items = $250

The cost of our electric bill in June= $30

The cost of our electric bill in July= $19.95

The cost of June and July rent (while we were not living there)= $1200

I would appreciate any and all consideration of reimbursement for these expenses.

Business

Response:

Please see the attached letter regarding complaint #[redacted]. Please contact me if there are any problems viewing the attached document.

Kind regards,

[redacted], Property Manager, Foxridge and Hethwood Apartment Homes

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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. I would have preferred additional reimbursement but understand why that's not being provided.I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Dear Sir or Madam,

I left the rented apartment from the company in May 2015. Some weeks ago, I got a check from the company. However, they did not return all my security deposit. They took off about $100 with various absurd reasons. In fact, before I left the rented apartment, I cleaned it carefully. I can even say, it was cleaner and better than when I moved in. I did so because I did not want to be charged additional fees. However, it turned out they still charged me additional fees. I talked with an agent in the leasing office and they said they would investigate. However, I never got a response. I felt like being robbed and fooled. $100 is not a big deal. However, I do not like being fooled. So I decided to file a complaint. Hopefully, we could help the company conduct business properly and better.

Best, [redacted]Desired Settlement: I hope I could get back the wrongly charged amount, about $100 dollars.

Business

Response:

Thank you for allowing us the opportunity to respond to the concern of Mr. [redacted] formerly of [redacted]. As referenced in your correspondence, this is Revdex.com Case ID #[redacted]We regret that Mr. [redacted] has concerns regarding his move-out inspection and subsequent deposit refund. We make every effort to inform our residents of the inspection process and provide a detailed checklist at both move-in and move-out to facilitate a successful inspection and deposit return. Per the signed agreement between Foxridge/HHHunt and Mr. [redacted], article 2 states, “Upon vacating the Apartment, Resident agrees to thoroughly clean the same or pay the Owner the cost of having this done pursuant to the Standard Vacating Checklist, a copy of which the Resident acknowledges receipt. If any cleaning is needed, damage done, or locks changed, Owner shall have such work accomplished and deduct this cost from the deposit.” I have attached a copy of the standard vacating checklist to this correspondence for reference.A move-in condition report was issued to Mr. [redacted] when he initially received keys to his new residence. Mr. [redacted] acknowledged receipt of the report as well as the 5 day due date. The move-in condition report allows the resident to list any pre-existing items or deficiencies of the apartment home that may be found at move-in. We then reference the resident’s condition report at move-in with the management vacating inspection at move-out to ensure accuracy of the vacating inspection. Mr. [redacted]’s move-in condition report was returned to our office beyond the allotted 5 day deadline. Even though Mr. [redacted] did not return his initial move-in condition report within the 5 days allotted, as a courtesy, management still made note of the items Mr. [redacted] noted on his report and did not charge any fees related to the noted items.Mr. [redacted] is a valued resident of our community. His former residence was inspected on May 11, 2015. We have provided Mr. [redacted] with a detailed list of the findings of our inspection along with the check for $210 of his original $300 deposit. The itemized charges are listed below along with pictures from the inspection completed on May 11, 2015.• $25 Carpet cleaning in living room. • $10 Clean kitchen floor stains/repair vinyl.• $10 Clean oven. • $40 Replace bathroom vinyl.• $5 Lightbulb replacement.I regret to hear that Mr. [redacted] did not receive sufficient dialogue from our office regarding the move-out charges. I am very happy to meet with Mr. [redacted] at his convenience to review and discuss any and all concerns regarding the move-out charges and documentation from the inspection. My personal contact information can be found in the signature line of this letter. I welcome the opportunity to personally address his concerns. Thank you again for the opportunity to clarify the information submitted in this claim. If you have any further questions, please contact me at [redacted].Sincerely,[redacted]Assistant Community Manager

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.

I am sure some damages are not caused by me. I have called [redacted] three times. However, I could not reach her. Her employees just said she was not available. I am wondering she is working there or not. Each time, I called her during the working hours.I feel that they just want to delay and make me drop this issue by myself. They are certainly not honest.

Regards,