FPI Management, Inc.

Review: To whom it may concern,I currently reside at the Toluca Lake Terraces South Apartments in West Toluca Lake, California. My roommate and I had just moved in on 9/26, with the help of the Community Manager, [redacted]. She was very pleasant towards us and welcomed us to this community with open arms. This all changed once she had let us know that she would no longer be the Community Manager and that the apartment complex would be under new management, FPI Management Company. Ever since their take over, which has been unorganized since 10/1, we have experience numerous issues, which I have listed below:1. Before the move in, I was currently in New York on a business trip. This was when [redacted] was the Community Manager. I was to meet her once I arrived back from my trip to sign my lease and collect my keys, however, this did not go over well when I could not get in touch with anyone at the number listed for the building, under the new management company, or their neglectful online chat that is located on the Toluca Lake Terraces South Apartments website. These are all issues that were a huge display of neglect to a new resident like myself. As I had not only tried to inquire about the keys and getting access to my new place, but I could not pay my rent online, which was promised to me upon move in. This was strike two. After finally settling into the new apartment, due to meeting my roommate so I would not be locked out, there was a notice on our door about the turn over. I had called the two numbers on the notice that were both misrepresented. One number was on the first paper, which was from [redacted], the Director of FPI Management. I had called that number and it gave me a mailbox, where her name was not even listed in the directory. I then called the number on the section sheet of paper, which was from [redacted], the Portfolio Manager for FPI Management. That number was also misrepresented and drove me to [redacted] the Maintenance Guy. In my mind, that was strike three. Finally, after numerous phone calls and emails that were not responded to, my roommate had to send an email that said URGENT in order for someone to contact me. I was seriously upset and frustrated with the lack of communication and neglect of the building and it's residents during the turnover.2. We have been living in Toluca Terraces since 9/26 and it has been less than 3 months and new issues arise. [redacted] Johnson has became the new Community Director and has lacked in doing her job professionally. She currently lives in the same building, along with the old Community Manager, [redacted], who was soon moving out. One day as I spoke to [redacted] about a few building issues, she notified me about someone breaking into the mailboxes two weeks ago, but failed to mention it to the other tenants and said she would do it sometime in November. To me, that's a huge red flag, which will come to my next issue.3. My roommate experience this issue of a mailbox break in last week when she was supposed to receive her security deposit check from her old apartment. She notified her old apartment and said that she never received it, they then told her that her check was cashed at a Bank of America that had her name on it and was not signed by her. She called [redacted] to discuss this issue, who did not empathize with her and failed to do her job and make sure that something was done about this issue. It also arose that [redacted], who was about to move out, found out that her SSN and checks were stolen out of the mailbox as well. She realized this and did something about it. She was also made aware that someone used her identity to take out $1500 out of her account and open up a credit card in her name. However, [redacted] and [redacted] still have not fixed the issue. This is a huge issue because criminal activity is going on in the building and or community neighborhood. No one notified the residents of this issue, nor have any security measures have been taken into account. [redacted] claimed that she changed the buzzer code, but it has not been changed at all. We suggested new mailboxes, security cameras, and changing all exterior and interior locks, however, [redacted] said nothing would work and failed once again. These issues are pretty huge when criminal activity is involved with stolen identities and stolen mail. As a person who currently holds a security clearance with my job, this is a huge issue to me and is an unfit and unsafe environment at this complex. I can not afford for someone to steal my identity and hurt my credit or my name. At the end of the day, my name is my life and when people who are supposed to manage these issues neglect to do that, I can only go to a higher up authority. We have gone to the North Hollywood Postal Office to address this issue and put in a claim, along with filing a police report at LAPD - North Hollywood Division. It's very frustrating on numerous occasions we have tried to contact the Portfolio Manager, [redacted], however, he fails to communicate or does not like residents to communicate to him directly. FPI Management neglects their residents and the customer service fails their residents in regards to safety, security, and communication. I would like a claim to go against this company in regards to these issues.Desired Settlement: I would like a billing adjustment for December Rent for this inconvenience and numerous issues of $800. I would also like security cameras installed, locks changed, building codes changed, new mailboxes, and a new door where the mailbox is.

Business

Response:

On October 12th I first spoke with [redacted] at [redacted] request, he told me she was upset about the way her move in was handled. I called her and left a message introducing myself as the new Toluca Terrace South Community Director. She called me back and stated that she was upset with the move in process. I apologized and asked what we could do to resolve the problem and she said she wanted $200 off her November rent. I told her I would call my supervisor and ask if we could accommodate her request and that I would call her back. I called her back the same day after talking to [redacted] my Portfolio Manager and informed her [redacted] had approved the $200 rental credit for November rent. I gave [redacted] my personal cellphone number and told her if she had any other concerns to please call me. On Friday, October 23rd, I got a call from [redacted] asking me to program her number into the Syntax machine because she had a guest coming to visit her. I told her we would need to put in a work order the following day. I was not in the office and she agreed. The next morning I looked in the rent drop and a work order was in the drop to input her info into the machine. I made an appointment with the Syntax Technician to come out to train [redacted] our Maintenance Technician because when I asked [redacted] to do the work order for [redacted] he informed me that he did not know how to program the machine. The technician came out and told me we did not have long distance on our machine and that he could not input out of state phone numbers. He then added that he could change the door code and he did so. I then spoke with [redacted] to ask if we could get long distance on our Syntax [redacted] approved. I contacted AT&T to add the service and they told me a representative would call me back. I called [redacted] two days later to let her know I had not forgotten about her and what the status of her work order was. I told her I was in the process of having long distance added to the machine and once that was done I would call her back. She agreed. I have all of the work orders and the bill from the technician that came out to do the work in the apartment. On Sunday, October 25th I received a called on my cell phone at approximately at 4:15 PM from [redacted]. She stated she was upset because her roommate told her that the kitchen sink was not draining. I asked if they had put in a work order which she had not. I asked if they could go to the office in the morning to place the work order and have maintenance take a look at the kitchen sink. She agreed. The morning of October 26th [redacted]'s roommate put in a work order for the garbage disposal. That same day I had maintenance go to the apartment to look at the kitchen sink. He reported back to me that the apartment needed a new garbage disposal which he ordered that day. I called [redacted] and informed her a new garbage disposal had been ordered and upon its arrival it would be installed. On October 27th maintenance installed the new garbage disposal and the work order was completed. On Wednesday, October 27th I received and call from [redacted] in the leasing office. She told me she was very upset about an ad she saw on Craigslist for an apartment for rent that was $2165 with the refrigerator included. I told her I had one apartment available and that my other two available apartments were rented. The apartment I had available did come with a refrigerator however, it rented for $2500. She also informed me she was upset because she was told our community had access to Toulca Terrace North's pool but we do not. I told her for liability reasons we could not continue to use the pool at Toluca Terrace North. I again apologized for the change and told her if I could do anything else to help please call me. I also told her I was planning a breakfast for the residents to give them updates on some of the concerns that were bought to my attention around the community.On Friday, October 30th I received a message on my cell phone from [redacted] at approximately 1:17 PM. I called her back at 1:34 PM and she said she was upset because someone had broken into her mail box and had stolen her refunded security deposit check and that they had cashed it with her bank. I said I was sorry to hear that and asked if she had called the police. She said no and questioned what I was going to do about the situation. I told her I was in the process of getting bids to replace or alter the mailboxes to make them more difficult to break into, however, I had been told by the post master that they are in the process of changing the master key. He also said this theft is happening all over North Hollywood. I also informed her that I had changed the front door code and that we would make sure it was not given out to anyone who was unauthorized. She told me that some compensation for her trouble should be given. I said we would not be giving any compensation because the mailboxes were not faulty or damaged so their was no neglect on our part. I added that where ever anyone lives theft and crime is a possibility and our company and employees cannot guarantee anyone's safety. She the demanded we install cameras. I then told her about a property I worked at that had cameras and that they did not stop the theft from happening. I said the best thing we can all do is contact the police if any strangers are seen on the property. I also told her I would make sure to talk to my supervisor about the camera idea. She told me she was sorry for being so harsh with me but that she was upset because she now did not have her portion of the November rent. I made no comment about the rent I told her to contact the police and contact her old property management company as they would more than likely reissue her a check quickly. She said thank you and we ended our phone call. Thank you,[redacted]Community Director,Toluca Terrace South

Business

Response:

The Senior Director, [redacted], and Portfolio Manager, [redacted], spoke with [redacted] and [redacted] on a conference call to discuss their issues that encompassed the response posted to Revdex.com and their overall issues with the property. It was acknowledged that communication could have, and should be better between the property and the residents. In addition, it was communicated that their suggestions have been relayed to the owner for evaluation and consideration. However; we expressed that we are not able to guarantee that they will be accepted. While we wish to keep [redacted] and [redacted] as residents in the community, we acknowledged their dissatisfaction and tendered an offer to vacate with no termination fee. The letter sent to these residents is attached.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I am writing this complaint in regards to my deposit not being returned within the twenty one days that was given within the terms of my lease. My girlfriend and I rented an apartment from The Meadows, an apartment complex run by this business. We decided to break our lease early, and paid the given amount of 2,260 dollars. We paid this June 1,2014. Our move out date was June 30th 2014. It has now been twenty seven days, and we have not received our deposit, or an itemized list of what we were charged for. I have been in contact twice in the past week with the property manager at The Meadows. She said she was on vacation for the week of 14th through the 18th of July. She claims she put in the request for our deposit to be returned to us. I contacted the property manager on July 22nd, 2014 to politely inquire, if there was any problems with the apartment at the time of our move out. I then let her know, we had not received our deposit. She said, " you should see it in the mail soon." I then proceed to wait until the 25th of July, after waiting for the mail to call property manager again. She told me the check was cut on the 23rd of July, but, she would still contact corporate office to see when they mailed check. It is now July 27th, and we have not received our check, or an itemized list of what we were charged for. How a business can be so willing to take our money, when we followed the terms of our lease to terminate and withhold our deposit is beyond me. I have read the mission statement on this companies website, and to me it seems like a joke. If there was an error in communication, or a misunderstanding I am certainly willing to let this go. But, I don't appreciate getting lied to, or getting the run around. I will proceed further if need be, I gave almost two months rent to vacate early. This company certainly made their money. Why can't they return mine.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Please respond with an explanation of mis-communication and with an actual check with the date it was said to be cut on.

Business

Response:

After speaking with our on-site manager several times [redacted] then spoke with the Regional Portfolio Manager. At that time it was agreed we would return the full deposit of $1000 to [redacted] and [redacted]. Since a check for $554.08 was already cut on 7/24/14, a second check was then cut on 7/29/14 amount of $445.92 to make up the difference and give the past residents a full refund of $1000.

Review: I was a good tenant at [redacted], a property under FPI management, for over 2 years. I am an excellent-credit, always-pay-on-time, no-problem tenant with no major issues during my stay. Upon move-out, I thoroughly cleaned the entire apartment including floors, window-sills, walls, kitchen, leaving it in excellent condition. I had a pre-move out inspection with [redacted], their maintenance person, which identified no problems. I subsequently handed my keys in (a day early) since I had left 2 days to potentially fix any problems that were identified at my pre-move out inspection. However, since none were found, I turned in my keys and expected to receive my full refund. I was surprised when I received my deposit that it was charged a $165 cleaning fee. I emailed the apartment manager, [redacted], and finally after 3 emails (12/8, 12/13, 12/15), he finally called me back on 12/15 and left a voicemail. We finally were able to talk live on the phone (their phone number [redacted]) on 12/29/14 after which he explained that the $165 cleaning fee is a standard cleaning fee charged to everyone who moves out. I explained that that was not in my leasing contract, and that I should only be obligated to pay if I left the apartment in dirty/broken condition. And not only did I spend hours making the apartment spotless, I even had a pre-move out inspection which identified no problems, therefore, I should not be charged a cleaning fee. If they wanted me to clean the apartment further, they should have indicated that to me at the time of my pre move-out inspection - that's the whole point of doing the pre-move-out inspection! I still had the rest of that day and the next day to fix any identified problems prior to my legal move-out date.Desired Settlement: I would like the $165 that was withheld from my deposit that was billed as apartment cleaning charges.

Business

Response:

Hi [redacted],

Review: This complaint is pertaining to a rental apartment in [redacted], leased under my wife's name [redacted], and FPI management inc, the company that took over existing lease contracts and failed to honor them. There's too many overall complaints to list with FPI management, they really made our lives [redacted]. For an exhaustive list you can read [redacted] Specifically what I'd like Revdex.com to address with them is their handling of our renter's deposit. Before FPI management took over, we had a verbal agreement with our [redacted] that we were allowed to paint the walls a light color such as pale yellow and clean the apartment ourselves and would not be charged a re-painting fee or for apartment cleanup. FPI took over existing lease contracts claiming they would honor existing tenant agreements/leases, then as soon as our lease was up for renewal they forced us out of the apartment by reducing services and raising our rent $225/month with an additional exorbitant $200/month charge if we wish to remain on a month to month lease. In addition to this, once we moved out, they charged us a re-painting fee and apartment cleanup fee, even though [redacted], the [redacted], were fully aware of our previous agreement with [redacted]. It took us 2 months to find a new apartment and in short, of our original $800 deposit (when we signed on the original lease with [redacted]), FPI was to take $400 for 2 months of their newly imposed "month to month lease fee," Then return us the remaining $400. Instead, they sent us a check of only $215.12, rather than our expected $400. From the original $800 they claimed $475 of misc "past due rent and monthly charges" Then they charged us an additional $93.69 for painting and cleanup fee, disregarding our initial understanding. So in effect, they gouged us.Desired Settlement: Aside from their $400 bogus month to month fees which were forced upon us, we don't know why they charged us $93.69 for paint/cleanup and a misc additional $75 because we paid the total amount due for last month's rent. The only acceptable resolution is for FPI to send us a refund of the expected amount: $400 - 215.12 = $184.88 Also please put FPI on the Revdex.com [redacted] for absolutely the worst customer service.

Business

Response:

To whom it may concern,

This letter is in regards to the complaint pertaining to a rental apartment in [redacted]

The apartment home was in good condition but there were a few charges that had to be deducted from the security deposit. First, the lease agreement expired on January 31, 2016 and I personally sent the resident a renewal letter. The resident had the option to renew at an increased rate or go month to month with a $200 month to month fee. The residents chose to go to month to month starting in February 1, 2016. The resident did not pay the increased amount with the included the month to month fee on February 1, 2016. I informed the resident the charges would be deducted from the security deposit at move out if the balance was not paid in full. Secondly, I had no knowledge of any agreement with the previous manager to paint an accent wall in the apartment. I could not find any documentation in the resident file of said agreement. The paint vendor charges FPI Management $700 to paint an apartment. The resident was only charged $93.00 for the painting of the accent wall. The other charges were for the last month of utilities for water, trash and sewer. Thank you,[redacted]

Review: I was promised my refund amount of $100 and was told that it has been forfeited.

I came in to inquire about an apartment and was told that if I give them the $100 that it means that I am will be given the notice that it is available. The PM cashed the check and I was told that it will be mailed ti me within 2-3 weeks. I called after a month to follow up since I have not received it and was told that I forfeited. I was told since I did not cancel in 72 hours, I pretty much lost it. I have trails of emails and messages... this is my last email to them explaining my situation

Last email:

As I explained to you on the phone, the email that I sent states that I was looking into moving in on October, it did not state that I was cancelling since I was not looking into cancelling at that time. The process was explained to me that the check will not be cashed until I officially state that I am accepting the apartment, per [redacted]. I called on 9.13.13 and had a conversation with [redacted], and I mentioned to him the conversation that we had during the time that I was in the office. He confirmed the conversation, and he stated that I will get a refund back in 2-3 weeks. He mentioned that the person that deposited the check was new and that she was not aware of the procedure. It has now been a month, and this is the reason why I followed up. If this was being forfeited, why was I not inform that this was going prior from me following up with the check? Also, why would I be given misleading information twice? I do not believe that this was a mis-communication at all, I was given misleading information from the start.Desired Settlement: I would like my refund for the amount of $100

Business

Response:

Initial Business Response

Can you please find out which apartment community this is for? That will help me research on our end.

Thank you.

Final Consumer Response

The mailed me a check for my refund

Review: I lived at [redacted] in Reno, Nv which is one of FPI management's properties. I moved out on July 7, 2016 and I turned in my keys in person, at that time I owed rent for the 7 days and I was told I only owed 246, I did not have my check book so I asked if they could take it out my deposit and they said they would call us and let us know. 29 days go by and today I finally make time to visit their office and I asked the first girl on how long the process takes to get the final move out break down and she let me know it sometimes takes over 30days and I asked her nicely to check up on it and she brought me an invoice for the rent I owed and $125 late fee. I wanted to talk to the manager and the manager started to over the charges and when I questioned the late fee she was extremely rude as I was in the wrong. I understand that I was late; however, at the point of move out I asked what we owed and we were told only the 7 days of rent and nothing about late fee. Also I asked why I did not receive any letters from them and they told me they did not have my forwarding mailing address; however, the day of our move out we signed a paper giving them the new address.Desired Settlement: I would like to be contacted and I want to express my issue with the manager at the office, I felt that she did not even make an effort to listen to me, she cut me off each time I spoke. Also I would like the late charge taken off what I owe.

Business

Response:

To whom it may concern, Today, 8/12/16, I received a forwarded message that was left by [redacted]. I called him back, he told me his side of the story and that at this point he paid the balance but is still interested in getting the late fee reversed. Out of good faith I offered to waive the fee. I contacted the site with instructions on how to resolve his account, and then called [redacted] back and left him a voicemail relaying he should expect a refund in the next 2 weeks or so.

Review: Roaches,termites (inside and outside), bird crap two inches high in stairwell, no roaches in my particular unit but they're crawling through the the complex. Some units are infested inside. Constant maintenance issues, safety hazards throughout complex and garage areas, mattress, furniture, you name it, it's by the garbage, neighbors experiencing mold issues, cars being broken into and stolen, parking is a complete nightmare. 10 days today that they haven't come to remove the termite droppings on my window sill, termites in my closet and I've had to kill a few, asked 10 days ago to have my porch sprayed for cockroaches. Yup, still waiting. Something wrong with amenities half the time. No security, dog poop in play area, grass and walkways. Took nearly two months for them to give me a mailbox or key and my mail to this day is not right. What I did find was a delinquent account and pass due account and I've got excellent credit. Stress from the day I moved in.Desired Settlement: All monies paid for rent and security deposit refunded.

Business

Response:

To whom it may concern, While the staff of the [redacted] Apartment Homes is concerned about the allegations brought to our attention, we cannot help but to be skeptical of several of the claims simply based on my knowledge of routine preemptive actions we take each and every day to ensure a positive living experience for all our residents. First, let me begin by stating we offer a weekly pest control service, free of charge, for any residents who report pests in or around their apartment home. Since new management has taken over the daily operations of this apartment community, I personally, have seen the number in weekly service requests decrease significantly over the past months, which indicates an improvement from the previous state of the property. [redacted] was a model unit and did not have cockroaches before the resident moved into this apartment, the neighbors to my knowledge do not have any issues with cockroaches. In fact, I personally remember and have proof that treatment of her patio area took place on Tuesday, January 19th during the afternoon hours. The termite inspection took place on January 21st and the treatment will be done on January 28th. In addition, we ask for cooperation from residents to report issues so that we can solve the problem together. As for the dog waste issue, we have built a dog park, have doggie stations through the property and have sent multiple letters telling the resident to please be a responsible parent/dog owner and pick up the dog waste. As for the alleged bird droppings found in the stairway, we have taken action to investigate this claim and surely have not discovered any of that in our stairwells, however we do have a dedicated group of porters who constantly perform tasks like picking up debris, cleaning the stairwells, laundry room and hallways. We have a company called [redacted] that maintains our dumpster areas that removing heavy garbage items like mattresses and furniture in order to keep up our appearances. As it pertains to maintenance issues, yes, we are faced with the task of keeping up with 420 apartments that were not recently built which does mean that issues can occur and we are never hesitant to address the issues within 2-3 days of receiving a maintenance request. The severity of mold or water intrusion causes an immediate reaction from our maintenance staff which will act almost immediately in order to investigate and solve the problem if there is one. I can assure you that any resident claiming to have mold or water intrusion has been dealt with in a professional manner as well as compensated for relocation to repair the issue. Perhaps one of the biggest issues we face here at the apartment community is the parking. Due to the sheer number of apartments there is a lack of open parking spaces on the property. However, we are constantly taking steps to improve parking struggles that our residents face. For instance, we have converted first come first serve parking into numbered spaces that were offered to our residents as secondary parking as an amenity and increase in rent. Those spaces have all been issued out. We also have additional parking in front of the property, across the street in a church parking lot which [redacted] pays the church $1,000 monthly to allow our residents to utilize parking overnight from the hours of 6pm to 10am every day. Lastly, on the issue that surrounds parking, we are looking forward to a project that will take place towards the end of the year which will allow us to offer residents even more parking on the property. We do this not because it is required of us but because we sympathetically hear the outcry from a few of our disgruntled residence and feel the need to respond with a positive solution for all our residents. As it pertains to this specific resident, there are some facts that should not be ignored. More importantly, the approach taken towards management as well as the manner in which she proceeds to go about protesting. This resident has often been seen intoxicated in public as well as smoking marijuana at various points throughout the daytime hours while maintenance had been working inside her apartment. These are just a couple observations of the source of some of these complaints. I have had about 10 resident call and state she is harassing them and they would like her to stop and they said they don’t want to tell me who they are because they are afraid she will do something to their cars or them. On January 26th the resident called the police because [redacted] has been harassing them for about a week or so, she also stands in front of the leasing office with a big sign on her car stating we have cockroaches termites and many health violations, to please call the Health Department and telling anyone that would listen not to live here. The police came today and told [redacted] that if she doesn't stop harassing the residents and the staff that they would arrest her.Attach you will find emails from the pest control for documentation. She stated she did not have cockroaches in her apartment, so why did she ask for them to service inside her apartment. Attached are the letters from the attorney, letter from a resident and a nasty note from [redacted].Thank you, [redacted]Community Director[redacted] Apartment Homes

Consumer

Response:

I am rejecting this response because: I expected NO less from management as this is the way it goes here so let me clarify things that were addressed here.they DO NOT respond in a timely manner because if they did I would not have had to wait a week to get heat in my apartment, I would not have had to wait almost two months to get a mailbox upon move in, I would not have had to wait two weeks for them to replace a toilet that literally came half way off the floor and these are just a few of the maintenance issues. Upon move in neither shower worked and we've had many plumbing issues. I have had cockroaches in my apt and complained to asst. manager [redacted] who specifically told me she had them in her apt and I should buy something to help the problem. In fact, another resident wanted me to go see all the bird crap in the stairwell. When I brought this issue up to maintenance I was told no one was supposed to use that stairwell yet there is no sign stating such or having it locked. Its convenient for management to say I'm "harassing" people as they obviously do not know the meaning of the word. So four days prior to moving management "anonymously" calls the Sherrif to come out. Management has not come to me once for all of the supposed harassment claims. As far as being intoxicated? That's a joke as I don't drink. As for marijuana for medical conditions they know nothing about. Residents won't complain because they're afraid I might do something to their cars? Laughable as I have no idea whose car is whose and would never dream of doing something like that. After [redacted] wastes tax dollars calling the sheriff for harassment? Never in my life have I done anything of the sort and no, the sheriff did not tell me he was going to arrest me as they had no grounds to. Skeptical that this all happened as I'm moving out.reading reviews from [redacted] and [redacted] speak for themselves.[redacted] does not scare me as they are trying to do. Have I seen many residents in the office frustrated with them for the same reasons? ABSOLUTELY.Repairing things in two to three days? Sometimes is the only thing to say about that. They are trying to intimidate me and it's not working.Did I have a note on my car stating the obvious problems here? ABSOLUTELY. As for leaving notes around the complex? Please.All you have to do is walk around the complex and see all of the safety hazards. The walkways here have serious issues with being raised and cracked and anyone can fall and get hurt very easily. They also have a big opening in the carport where any curious kid can get into and be under the building.The day after the sheriffs came, I went to the Lakewood sheriffs station and spoke to the watch commander and he explained a few things to me and here are MY rights. I can speak to whomever I choose, it's my car and I'm free to put a note on it, which I most certainly did because yes, I will stand up for myself and hopefully save another poor family from this place and it is MY right to picket this complex.I have in fact spoken to residents because that's my personality. When they choose to tell me they can't wait to get out of their lease, that speaks volumes as does [redacted].Bottom line, I would question their motives. This building does have cockroaches and come summertime you will see them running throughout the complex and watch where you're walking to keep from stepping on them, termites? Everywhere. Have I heard of rats being in people's storage units? Absolutely.I would be very skeptical of this not that supposedly was written by a tenant.The staff here is just unbelievable and it's sad because the manager is the same way.I have a voice and I will use it and that's what they don't like. They are false advertising with a clubhouse, business center, etc. and I have not seen them. Church parking not until 6pm. Across the street and down a dark block. Not fun. inspect your carport more thoroughly. Bags of trash have been sitting there for over a week. Social media is very powerful and I suppose I can't "harass" anyone there.With that being said, I feel sorry for anyone moving in here.one last thing about the mailbox? No apologies, nothing except [redacted] asking me "can't you just go to the post office to pick up you mail" why should I have had to do that?I do have a lot of work orders indeed so you can try to explain that away how you wish. I also have photos of the safety issues here. My pictures do not lie but [redacted]s certainly do

Review: MY SPOUSE AND I WERE TENANTS OF THE SUMMERHOUSE PROPERTY [redacted] FROM 10/23/2011 THROUGH 12/31/2012. WE WERE ORIGINALLY TOLD THAT THERE WERE AMPLE ELEVATOR USE DUE TO A KNEE INJURY AND BEING DISABLED. WE WERE TOLD THERE WERE 2 ELEVATORS IN OUR UNIT, IN FACT THERE WAS ONLY ONE WHICH AT TIMES WAS NON OPERATIONAL. WE WERE TOLD THERE WAS AMPLE PARKING, WHICH IN FACT THERE WAS NOT, WHEN WE OFFERED TO PAY FOR A PARKING SPACE WE WERE TOLD THERE WERE NONE AND DID NOT RECEIVE ONE UNTIL ONE YEAR LATER 09/01/2012. WE HAD NUMEROUS ELECTRICAL MAINTENANCE ISSUES DESTROYING OUR PERSONAL AND BUSINESS COMPUTERS. WE HAD GENERAL HEALTH ISSUES WITH USED CONDOMS BEING DISPOSED OF ABOUT THE PROPERTY. THE FACT THAT A RAPE AND MURDER HAD JUST OCCURED ON THE PROPERTY PRIOR TO US SIGNING THE LEASE WAS NOT DIVULGED THEY THREATENED THE SAFETY OF OURSELVES AND OUR 3 YEAR OLD GRANDCHILD BY NOT DIVULGING FACTUAL INFORMATION, BUT INSTEAD FABRICATING IN ORDER TO PROFIT, WHICH IS EXTORTION AND FRAUD. WE EXPRESSED OUR ISSUES IN WRITTEN FORM VIA US CERTIFIED MAIL, E-MAIL AND VERBALLY EACH TIME AN ISSUE AROSE. WE EVENTUALLY HAD TO LEAVE THE PROPERTY DUE TO CYBER TERRORISM, IDENTITY THEFT AND THE FACT THAT OUR APARTMENT WAS BEING BROKEN INTO AND WE PAID TO HAVE THE LOCKS CHANGED AND DID NOT GIVE THE APARTMENT A COPY OF THE KEY, AS IT WAS DISCOVERED THAT THEIR MAINTENANCE TEAM WAS BREAKING INTO TENANTS UNITS. ALL OWHICH RESULTED IN SEVERE PHYSICAL VIOLENCE W, MENTAL BREAKDOWN AND SPLITTING OF OUR FAMILIES. WE PAID OUR RENT IN FULL FOR THE FINAL MONTH EVEN THOUGH WE WERE NOT AT THE PROPERTY. FPI MANAGEMENT, INC. HAS FORWARDED OUR ACCOUNT TO COLLECTIONS. IN IT HAS CAUSED US UNDUE FINANCIAL HARDSHIP, WE HAVE EXPERIENCED HOMELESSNESS DUE TO THEIR MISREPORTING OF FINANCIAL INFORMATION WHICH IS IN DIRECT VIOLATION OF THE FAIR CREDIT RULES. WE HAVE ADDITIONAL PAPERWORK FOR YOUR REVIEW SHOULD YOU NEED IT. THE MATTER WAS NOT RESOLVED IN APRIL OF 2013 WHEN WE ATTEMPTED TO RECTIFY IT.Desired Settlement: TO BE COMPENSATED FINANCIALLY FOR THIS MISREPORTING, TO HAVE FPI COMPLETELY REMOVE THE NEGATIVE REPORT AND CORRECTLY REPORT THE TIMELY RENTAL PAYMENTS THEY RECEIVED SO THAT WE DO NOT HAVE TO FILE BANKRUPTCY, THAT THIS MATTER BE INVESTIGATED THOROUGHLY BY COUNCIL OF Revdex.comS, INC. AND ANY UNETHICAL, ILLEGAL BEHAVIOUR PERFORMED BY FPI MANAGEMENT, INC. BE REPORTED TO THE PROPER AUTHORITIES. THAT THIS MATTER BE SETTLED SWIFTLY.

Business

Response:

Dear Revdex.com,

Review: Greetings,I hope that this email finds you well. I have been a resident at Bayside for five years, it is a nice quiet community. I just recently moved out and the reasoning was due to the below health concerns:1)There is a huge feral cat problem this causes flea infestation and feces everywhere a.For example I had to flea bomb my car and house twice just in the last year)2)There is a mold problema.The distressing thing about it is that the property management told me well you need to open your windows, put a towel to catch condensation, and clean with bleach. b.The mold was coming from inside the window frame.c.I paid a mold inspector to test and the type of mold was allergenic and when exposed overtime causing asthma and emphysema.d.The property management was supposed to have a vendor come out. They gave me a name and upon research that particular vendor had terrible ratings.e.Maintenance Day 3/24/15 the crew only attempts to clean the mold with bleach (we had a light bulb out and that never was taken care of). I went to the office and asked do you think that will solve the problem (Bleach)? The manager then goes into when will you be available for the vendor. I said anytime it never happened.f.My son has asthma and was recently diagnosed with it just last year. I will not continue to expose my children to deplorable conditions, especially ones that the property management do not consider a high priority.3)We have moved out effective 3/28 and paid $1756 to break our lease (about $700 for 1/1-1/13 (30 day notice submitted 3/13/15). I am not pleased about either payments because of lack of concern from FPI management I have spent my own money trying to fix a plethora of problems that the management failed to deliver on.4)My suggestion is that the new owner (if sold) and management figure out a way to upkeep their units, because in all honesty if you are going to charge $1900 for rent then the unit should not look like $500.Thank you for your time and best of luck in your future endeavors.Best,[redacted]Desired Settlement: I believe that I should be refunded the break lease amount ($1750) and the exit amount of rent($756) because my child now has a health condition derived from the mold in the apartment (costs yet to be determined because lifetime effects).

Business

Response:

I apologize for the inconvenience that this situation may have caused you. We appreciate your concerns and your feedback has proved to be invaluable to our community. We are taking measure to prevent the situation from happening in the future. Our preferred vendors complete their work to the best of their abilities and regulations. I am sorry that they did not meet your expectations and we will look into other vendor options if these issues arise again. FPI Management as a professional company has taken all the legal steps in the lease termination process at the time of your move out. Thank you. [redacted]Community Director, FPI Management, Inc.Bayside Apartments(office) ###-###-####[redacted]

Consumer

Response:

I am rejecting this response because: Lanette is part of the problem she was supposed to schedule a vendor with me for the mold and never did;she had the maintainence team use bleach to attempt to clean the mold. Of coarse she will say that I should not get any money back because she is the property management and does not want to look like she dropped the ball. I emailed the regional managers no response; called the president; even the corporate operator stop answering my calls. If you take people's health seriously you would have done the right thing....look at the situation from my perspective; I'm not being cheap nor am I trying to give generalized answers to fulfill a response. You knew about this problem the property knew as long as we have been there about a mold problem not to mention the feral cat situation and no one wants to do a damn thing about it. FPI has the means to be able to pay for the inconvience and they apparently just want to paint over the issue like they do to the mold in their units.I hope Revdex.com ensures the current residents some sound mind and peace. I am sure you will find other residents and past complaints about FPI and how they handle mold. It's not the tennant it's you FPI management.

Review: I received my final bill after moving out of my apartment. It includes a carpet cleaning charge of $70 and a cleaning fee of $135 that are unnecessary. The lease I signed DOES NOT mention anywhere that the carpets will be cleaned and billed to the resident upon move out. I lived in the apartment for less than six months. The carpet was new when I moved in and I never even wore my shoes in the apartment. There were no stains or dirt left behind. In addition, I was charged a cleaning fee. I left the apartment spotless. They had a picture of the microwave but I noted the existing damage on my move-in form. They also had a picture of the kitchen sink. Apparently, there were two drops of something in it that I did not see there when I left. The paperwork I received from the previous property management company (unfortunately, this property changed hands during my residency) showed the charges for each item if left dirty. The charge for the kitchen sink is $10. Nowhere does it say in the lease or otherwise that this is in addition to a standard cleaning fee. FPI Management is not honoring the agreement I signed with the previous property management company. They also charged $14 of unpaid rent for December; however, I already paid the 17 days of rent for December in full. Today, 1/4/2016, I stopped by the office at [redacted] and spoke with [redacted]. She said that my apartment was one of the cleaner ones she'd ever seen but that there is nothing she can do about the charges, with the exception of the $14 which she will ask to have reversed because she can not figure out why it was charged. The carpet cleaning and cleaning charges are unreasonable and were not a part of the agreement I signed.Desired Settlement: The carpet cleaning fee of $70 should be removed and the $135 cleaning fee should only be $10 for the kitchen sink. I have documentation of my lease and move-out papers confirming this which I can send via email.

Business

Response:

To whom it may concern, We are within our legal means to charge any repairs or replacements in order to restore the apartment back to a rent ready status. In this case this required a professional carpet clean, touch up paint, and cleaning. A wear and tear allowance for the carpet cleaning as well as the touch up painting was provided, but cleaning is not given a wear and tear allowance. When the resident moved into the apartment the carpet and apartment was cleaned professionally and they were given the chance to note any issues on their move in inspection form. When they moved out the apartment is to be restored to the condition in which they received the premises and this required a carpet clean, touch up paint, and cleaning. The NRS 118A.240 & 118A.242 clearly outlines the rights of the landlord to use the security deposit for repairs outside of normal wear and tear, and, again, we did credit the wear and tear allowance on the move out statement. With that being said, we do appreciate our residents and the Senior Portfolio Manager, [redacted], has left a message for him in order to further discuss the cleaning charges. We regret that he has had this negative experience and would like to rectify it. We hope to hear back from him soon and come to a mutually acceptable agreement. Kind Regards, [redacted]

Consumer

Response:

I am rejecting this response because:I already restored the apartment to its condition when I took possesion. I've included my response for each charge below.1) $75 painting charge: Based on the pictures shown to me by [redacted], this (not just a pro-rated amount) qualifies as normal wear and tear under NRS 118A.110 [NRS 118A.110 “Normal wear” defined. “Normal wear” means that deterioration which occurs without negligence, carelessness or abuse of the premises, equipment or chattels by the tenant, a member of the tenant’s household or other person on the premises with the tenant’s consent]. There should not be a charge for the minimal wear on the paint, especially considering I never even moved any furniture into the apartment other than a lawn chair and air mattress. NRS 118A.242 subsection 4 states that the tenant is not responsible for normal wear and tear. If this was not considered "normal wear and tear," it would have been listed in the "damage/misc charges" section of the Disposition of Security Deposit bill but it is listed as wear and tear.2) $70 carpet cleaning: Nowhere in my lease or otherwise does it note that the tenant is responsible for carpet cleaning upon moving out (provided the carpet is already clean). I never even wore my shoes in the apartment and the carpet was spotless. Since the carpets were clean and there is no mention of any carpet cleaning requirement in the lease, I should not be charged a carpet cleaning fee. The manager at [redacted] was not able to provide any pictures or evidence that the carpet needed to be cleaned.3) $135 apartment cleaning: The entire apartment was spotless. The manager at [redacted] was only able to show me pictures of the microwave and kitchen sink. I noted stains on the microwave on my move-in papers, so this should not be counted against me. The kitchen sink shows some minor substance in it. The papers I received (attached to this response) after giving my notice-to-vacate note that the fee for cleaning the kitchen sink is $10. There is no mention, in the lease or otherwise, of any additional cleaning fee associated with each individual cleaning fee. The move-out papers only note the fee to clean each individual item. Since the sink was the only item noted to be dirty, I accept a $10 charge for this. $135 is an unreasonable charge to turn the faucet on to flush dust down the drain.4) $14 current rent: I paid my final month's 17 days of rent in full. This was billed at $446 (attached to this response). There should be no additional rent due. [redacted] said she would have this amount removed.I have attached documentation showing the cleaning charges from Sentinel Corp, the current property management company at the time I gave my notice to vacate.Thank you,[redacted]

Business

Response:

Hi [redacted],

Review: There has been feces appearing on my vehicle and apartment home door. Fellow neighbors have said feces appear under their vehicles door handles, in the elevator and various places on apartmentgrounds on numerous occasion. Apartment manager has ignored our complaints. This is a health concern and this is very disgusting. This needs to be under control and no one is doing anything about it. I am not sure of Kids are doing this is a Prank or of what nature. However, some one needs to address it and stop it. This has been going on for way too long.Desired Settlement: feces appearance to stop

Business

Response:

Hello,

Review: #1 - In spite of numerous attempts, I have not been able to successfully reach a live person by phone or email at FPI Management, Folsom CA.

#2 - Parking availability and rules have changed from what was on my contract two years ago. Ours is the only FPI managed apartments of the 5 located in Santa Clarita that are experiencing this change. The manager is removing parking spots from tenants on my side of the building and has informed me that many more spots will be removed in the future. Most of the problems are involving the south side of the apartment complex for buildings 1 and 2, and as there already are limited spaces to begin with the changes are making the situation worse. "Reserved" status is not 'disabled', is misleading and possibly something you are unaware of happening in one of your apartment complexes.Desired Settlement: Remove ALL "Reserved" spray painted signs throughout. Allow the 12 spots on the south side for the 16 residents who live in Buildings 1 and 2 of the south located units only. If the 9 Visitor Parking spots on the south side of the entry of the building are redesignated and included for tenants, especially for the south side of Building 1, our problem should be solved. There are still eleven (11) additional "visitor" parking spots by the front entry of the building to accommodate visitors

Business

Response:

To whom it may Concern,I am the Portfolio Manager that recently acquired supervision of [redacted] Senior Apartments located at 31990 [redacted] Road Castaic, California 91384. I apologize if there were any communications that were missed during the transition of supervision.After review of the Lease Agreement, Community Policies, Parking and Towing Procedures, and speaking with the former Portfolio Manager and the Community Director my findings are as follows;1. Upon Annual Recertification each year, residents should be signing a new Lease Agreement. For this purpose, some residents may have a different Lease Agreement at any given time. However, the parking policies seem to be consistent regardless of what Lease Agreement a resident has. Parking Spaces are unassigned and require a sticker permit to park in the resident parking areas. 2. All guests are to park in Guest parking or on the street in front of the property. 3. The property has a total of 10 Handicapped Spaces and 24 Guest Parking Spaces, and street parking is also plentiful in front of the property. 4. There have been times that an accommodation for reserved parking must be made. The site has acted in compliance with Local, State and Federal Law when doing so.5. It is my opinion, that there are no violations of policy, Local, State or Federal Law that is being breached at this time.Sincerely,[redacted] Regional Portfolio Manager

Review: I am having health problems because of [redacted]'s towing my car away by mistake, and yet they did not try to investigate that it had been registered already with their offices. Their offices acquired a new security system that did not bother to verify that my car had been registered already in their offices but because it had no sticker on it, they still towed it away, that cost me $407.00 dollars to get out of tow. I believe this was retaliation for all my maintenance complaints that I have filed with their office, and that they discriminate against me, because I am a woman, and hispanic! I feel discriminated because of my complaints and feel that they harassed me again. No where in my files or notices, that I have received from their offices, does it state I need a visitors pass to have my family visit me! I never received this or was any forewarning given to me. Plus my car was already registered with their leasing offices and had a sticker before, but because they now have a new stupid security system, who did not bother to check this out, I got penalized by having my car towed! This has caused much mental stress and pain and added expense because of this offices stupidity.Desired Settlement: I desire a refund of the cost of having my car towed for $407.00 dollars, caused just this last saturday, the 28th of February, 2015.

Business

Response:

To Whom It May Concern: Thank you for your letter regarding the parking policies at [redacted]. When a resident moves in to the community, they are provided a parking pass which must be visibly placed in the window of their vehicle to verify they are a registered guest at the community. Page 22 of the lease agreement Parking/Speed Limits states: "Cars without required parking stickers will be considered unauthorized and towed without warning". There are signs posted at all entrances of the community, as required by The Hayward Police Department, and letters went out to our residents on both January 15th and January 27, 2015, providing instructions as to how to obtain a parking permit from the new courtesy patrol company and reminding them, all vehicles on the premises must have a valid parking permit. This was also required by the previous courtesy patrol company so this is not a new policy, merely a new phone number to call. Unfortunately, on the evening of February 28, 2015, it appears Ms. [redacted]'s vehicle was towed from the community by courtesy patrol due to not having a valid parking permit. Because courtesy patrol representatives are not employed by our company, they are not privy to proprietary information of our residents such as registered vehicles, license plate numbers, apartment numbers, etc. Courtesy patrol does not have a resident list or information and tow vehicles at random and in no way could the towing of Ms. [redacted]'s vehicles discriminatory or retaliatory. The cost of towing the vehicle is set by the towing company and we do not have any authority to waive or refund towing expenses. Ms. [redacted] is welcome to contact [redacted] if she has any further concerns.Thank you, [redacted]

Horrible treatment of treatment of residence, never keep up maintenance issues like cleaning and fixing garbage, broken elevator 20 plus times in less than 2 years, including people being stuck in elevator over 7 times, waiting a minimum of 30 to be let out of elevator.

Review: FPI management owns this Reno Apartment community; it is a health and safety issue when everyday there is trash disposal laying outside everyday throughout the apt community. The company is getting away with littering. They want family units to sit there garbage outside of there apt and the main trash locations in the complex is locked up all the time, trash is collected in inconvenience times and the main trash dumpsters have trash laying outside of it. Its gross, dirty, and the trash disposal needs to be changed and regulated with better health and safety, there are tons of little kids living here that can tamper with the laying out trash.Desired Settlement: Modify and improve the trash disposal policy.

Business

Response:

To whom it may concern, [redacted] use a third-party service for waste as well as diligently managing the grounds with our own on-site maintenance staff. The community also offers a compactor available for resident use in lieu of traditional dumpsters which is why the enclosures are not accessible. Unfortunately, traffic on the property that does not utilize the waste receptacles does lead to littering. The maintenance sweeps the grounds the best they can and also send out trash notices to violators who do not follow proper waste procedures. Over this recent holiday weekend our trash compactor was not running properly, but we immediately called for service when it was brought to our attention. We believe that during time it was down there was unauthorized sighted dumping from outside parties which was a result of the unappealing trash pile that was reported on 7/3/16. We apologize for this inconvenience and will continue to try our best to keep the waste management under control. [redacted] Community Director[redacted] Apartments

Review: [redacted]There are cars parked in the parking lot that are not being driven as daily drivers, and they are taking up space for people who use thier cars for work or school. When I went to talk to managment about it they said. " they were working on it, they were told to move their vehicles." about a month later there is now another car parked in the way. this time when I brought it up to the managment they informed me that they just have to move them every five days. of which they still dont enforce the rule. now my problem is that I have to park across the complex and walk to get to my apartment, I dont pay 1200 a month to have someone park an inoperable vehicle where my spot is. if their gonna allow people to use our parking lot as a self storage lot, they should make them pay extra for the spot or tell them to rent a garage like everyone else. or have parking allocated specifically for that. so people who pay can actually have a spot within a reasonable distance from their apartment.Desired Settlement: change their policy, this isn't a self storage lot its an apartment. you wanna have extra cars, buy a house.

Business

Response:

Non-operational vehicles are not allowed on the property. However, if a vehicle has current registration and the car appears clean and does not sit for weeks on end there isn't a lot the property management can do about whether or not it is a "daily driver" vehicle. The site has found the car that this complaint concerns and will tag it if it appears to have not been moved in a long time. Upon previous observation the residents have moved this vehicle regularly per the lease. However, the covered parking is unassigned so there is no space that correlates with units regardless of convenience. This is true property wide and first come first serve.

Review: So this apartment complex does not comply with the California Code of Regulations below:California Code of Regulations, Title 25, section 42Section 42. Caretaker.A manager, janitor, housekeeper, or other responsible person shall reside upon the premises and shall havecharge of every apartment house in which there are 16 or more apartments, and of every hotel in which there are12 or more guest rooms, in the event that the owner of any such apartment house or hotel does not reside uponsaid premises. Only one caretaker would be required for all structures under one ownership and on onecontinuous parcel of land.They do not have a manager or janitor or anyone for that matter living on the premises. The property that this company manages that I am referring to is called Waterstone Alta Loma. It is located at [redacted]. Phone number is [redacted]Desired Settlement: We need somebody here that works on the property after hours so that they can see the stuff that goes on here after the office is closed. I reached out to them directly in an email just last week and they have not responded with a change. Thanks!

Business

Response:

Dear Persons: Thank you for forwarding the complaint your agency received regarding FPI Management Co. as it relates to the complaint submitted against Waterstone Alta Loma Apartments, a site managed by FPI Management. Please be advised that our company prides itself on the proper training of its staff as it relates to all California laws and business practices. As a matter of fact, our company is proudly honored annually by many agencies for its successes in maintaining properly trained employees and for its beautifully maintained sites. We take concerns and complaints such as this very seriously and proceed to address them quickly. Please be advised that our company is now and always has followed California law as it pertains to having a responsible staff member living on site. In direct opposition to this person’s allegation, you may rest assured that we have now and always have had an onsite management representative living at the property. Please be further advised that in an effort to show our great concern for this individual’s feelings towards the property, we have made several attempts to reach this individual. We only know of his complaints as they have been posted on [redacted] and now through your writings. We have diligently searched our data base and we do not have a “[redacted]” living on site. Therefore we can only assume that this complaint was made by a nonresident or by a resident using an alias. We normally would immediately address all concerns directly with a tenant but we have no way of knowing who actually made the complaints. However, just knowing that a potential resident may have a legitimate noise complaint has lead our staff to conduct an after-hours investigation. If and when we find any significant noise issues after hours, you may rest assured that they will be handled immediately. We thank you for bringing this matter to our attention.Proudly, [redacted]Community Director

Consumer

Response:

I am rejecting this response because: despite what [redacted] said, there is currently is no management representative living here. Their old janitor moved out and now he commutes to Waterstone Alta Loma from his home somewhere else. Management does not live here either. There has not been anybody that lives here since mid March. Management is focusing on the fact that I am not currently on the lease because I am staying with roommates. Whether on the lease or not, I am still a resident here and I take this matter very seriously. I recommend following up because come 6 o'clock we see the staff get into their cars and drive away. Most of the time they leave early. The noise is getting out of hand and the residents feel that this isn't being taken seriously.

Review: English is not my first language, very thank you for your time on reading my complaint.I came to Slete Creek on Aug 15, talked with [redacted] who is working in the leasing office, paid the Hold fee and Application Fee and declared to move in on Sep 5. [redacted] told me to email my bank statement later and I can sign the contract when I moved in. [redacted] from leasing office called me on Sep 4 afternoon saying that my application had been approved and I can moved on Sep 5.That [redacted] sent me an email at 7:04 pm on Sep 4 to tell that not be able to move me in because my criminal background is still pending. No call, just an email at 7:04 pm and I was supposed to move the next morning from bay area! It was too late when I checked the email. Everything was ready. I had released my apartment, rent the trailer, hired the moving helper and finish packing up. I must move.I don't know why criminal background can not be done in the past 3 weeks. Tonight, my 6-year-old son, my mom and I are homeless. Because we were supposed to move in State Creek. Even finally I find a place to sleep, we have no teeth brush, no glasses, no daily medicine for the senior and no toys for the boy. All the things are packed up in the truck. We are not strong enough to move the boxes.Slate creek has something wrong with the procedure of the application, and the hand over and take over when someone quit the job.Also, the worst customer service I have ever experienced. They are rude and deny the fact.I was hurt when I heard the following statements from [redacted] who is doing a job about customer service.(A) Why dont you drive back to the apartment where you came from? ( I drive 4.5 hours from bay area to Roseville and she know it(B) [redacted] is not our employee. (Did I talk with a ghost named [redacted]?)(C) Nobody will tell your story. That is your storyAnd [redacted] even denied she called me on Sep 4 afternoon and said that everything is ok for me to moveIm glad to provide emails as evidenceDesired Settlement: I need Slate Creek cover my EXTRA cost, hotel, storage expenses, the trailer expenses etc. which is due to the delay of application approval which made me can not move in on time on Sep 5. Apologize for the bad customer service. If they refuse to do so I will escalate and ask for compensate.

Business

Response:

I am not responsible Slate Creek. You need to contact the property.

Business

Response:

[redacted] called in on Friday, 9/4/15 and was told she was approved but we were still waiting for the clearing of her background. She misunderstood and thought she was completely approved so packed up and drove 5 hours to Roseville to move in on 9/5/15. When she arrived she was told her background did not come back yet so we could not move her in. She then had to get a hotel for one night and asked for reimbursement. First thing Monday morning (9/7/15) we approved to pay her back the $90 for her hotel and inconvenience and she was emailed immediately of the compensation. [redacted] was called to verify that she received the email the day before about the reimbursement and she said she had and that as soon as she received the $90 she would resolve this complaint. The $90 has been posted as a credit to her account as of 9/8/15. [redacted]Community DirectorSlate Creek at Johnson Ranch

Consumer

Response:

I am rejecting this response because:I do not understand what the meaning is that $90 has been postedas credit to my account. Please make it clear to me when and how I canget the money. I hope it is processed ASAP. Maybe cash is a good choice.Also I would like add new complain about not informing and clearing important information to the residencesuch as address information(1) I open this claim hope that Slate Creek can review the case and find what can be improved in the procedureof the application and how to make sure to hand over and take over successfullywhen someone quit the job. Also have the courage to admit the fact andtake the responsibility. (2) I am sorry to hear that [redacted] reply like this. The employee, [redacted] called me on Sep 4afternoon and told me that my application had been approved and she said that Ican moved on time on Sep 5. She also said she would send me an email to remindme what I need to provide when I check in. I confirmed with her on the phonecall and she never mentioned any pending application at that time. Even Englishis my second language I also can understand clearly. So it was a big surprisewhen I read Kiki's email that mentions the criminal background investigation.I called the call center of On-site([redacted]breaker [redacted].A lady named [redacted] (I might cannot spell thename exactly) said that my criminal background investigation was ready thatmorning. [redacted] called the leasing office of Slate Creek at about 10:30to let them know my criminal background was done. Also [redacted] confirmed that the credit check for my criminalbackground was apply to run on Sep 3. Just three days before the date beforeI planned to move in. However I apply three weeks ago. Iemail this information to [redacted] Sep 6. [redacted] shouldhave time to find out why it takes so long time to begin running theinvestigation.(4) 3 days ago, [redacted] emailedand called me to ask me to sign concession agreement. I declare I willnot sign any concession agreement.(5) I would also like to claim that Slate Creek has a very badcustomer service about not informing and clearing important information to theresidence such as address information. That made me used a wrong address toorder items on-line and ship to the wrong person and waste many time to correctwith City of Roseville Utilities, [redacted], school registration and TV & internetprovider. Things happen as following.In the beginning I visited to the leasing office, the addresslisted on all the business cars from the employees is [redacted]. The address listed in the floor plan and pricelist is also [redacted]. After I decided to rent the Apt#[redacted]. I thought my new address should be [redacted] No one told me what exact address is. When I sign my contractvia my Iphone5 under the instruction of the Slate Creek employee, the contractis too samll to read via the phone screen and no one mention the importantinformation. On Sep 13, I called a taxi. The driver told me he was right at mybuilding and knocked the door of #[redacted] but no one answered. It’s so strange and Ifinally find out there are TWO different apartments numbered with [redacted] in theSAME community!I ordered some items on-line and the items were delivered on Sep10. To the wrong person!I came to the leasing office yesterday on Sep 13, and was toldthat I must knock the door by myself to communicate. With my request, they calledthe residence of the other [redacted] and leave a message.I was so frustrated, spend so much time to correct the address andmight lost my items.I hope the leasing office can handle this actively and findmy items back. Otherwise I will ask for compensation.

Business

Response:

[redacted], I apologize for the misunderstanding on how you would be receiving the $90 refund but it will be taken out of your October rent payment. I have emailed you a copy of your ledger which is proof that the $90 credit has been added to your ledger. Unfortunately, we do not have the capability of cutting checks straight from our property so this would be how we would be able to refund you. If you have any further questions I would be happy to assist you in answering them. As for the application process, we are fully aware that the situation that occurred where you were left unable to move in was our fault. We never doubted that for a second, we know we dropped the ball which is why we wanted to refund you the money you had requested us to. You are right, when we lost an employee we should have handled the transition better and taken better care of your application. With you being unaware of your address, I apologize if it was not explained to you that we have two separate properties combined as one, but there were multiple documents signed by you with your address specifically on them so I am sure the staff just assumed you were aware of your address but moving forward I will explain to my staff that we need to be more clear on that. With that being said, I have contacted the other unit [redacted] by phone, email and sent them a notice to try and get a hold of them to find out if they have received any packages of yours and I will contact you as soon as I hear from them. Thank you, [redacted] Community Director Slate Creek at Johnson Ranch

Review: I lived at [redacted] from Oct 2012 - August 6, 2014. After moving out, I was sent a disposition of security deposit. The charges for them to get the unit ready for the next tenant are partially being charged to me, which are not my responsibility as a tenant. Charges include cost to paint and replace the carpet,cleaning charges, one additional day of rent and additional utility bill charges. I have been billed an additional $388.56 above my security deposit of $535.00.When I called to complain about this, I was told the utility bill charges are from the first couple of months before we start paying additional fees for trash/sewer services. I was also told the carpet cleaner vendor recommended the carpet be replaced. This is the same vendor I had just used 3-4 months earlier to clean the carpet at my own expense and it was spotless. The carpet was originally installed in July 2008, so now after 6 years it's time to replace the carpet and you want to charge it back to me. I also know they are upgrading all of the vacant units with new flooring. So this is part of their process. There were no damages left in the apartment. So, if you want to paint and replace the carpet, that is their responsibility, not mine. This is unfair business practices! I am okay with the additional day charge as it took me a day longer to move after my lease expired. I am also okay with the cleaning charges, but I am not okay with being charged for painting and carpet replacement. I also want to see the utility bills before I pay this amount. This was never charged to me until now. Providing a "wear and tear" allowance is not enough, this is not my responsibility AT ALL as a tenant. All of this is an attempt not to give back security deposits.I was given her supervisor to contact who never returned my call. I want the remaining amount of my security deposit returned to me less the cleaning charges, additional day and verified trash/sewer services.Desired Settlement: First, I would like the $388.56 that I am being billed to be rescinded. In addition, if the utility bill charges for the trash/sewer are verified, I would like a security deposit refund of $46.34.In addition, I would like them to amend their lease to let tenants trash/sewer services that are not billed at the beginning of the lease will later be taken out of your security deposit.

Business

Response:

In response to [redacted]’s desired settlement we will not be revising her move out charges. [redacted] was well aware upon moving in that she did not pay a utility bill for almost 2 months. All monthly invoices have dates of service on them which shows they are billed in the arrearages on a monthly basis. Her final bill was in fact for actual usage, which she acknowledges and signed that she would be responsible for in her lease agreement. This would leave a final bill upon move out to be higher than their monthly bill. The final bill reflects the past due balance through her move out date. We have provided [redacted] with a copy of her bill from the utility company which verifies these charges.

Review: I live in an apartment complex where we are required to register our vehicle and put a sticker on our cars. However there are lots of parking issues and thefts.I have had my garage lock cut off 3 times, the parking lot is in total darkness which makes it prime for crime. It is not that they just give everyone stickers.There is a sign about unauthorized vehicles with be towed.If the sticker was the only thing of proof of authorization that would be different. We have to bring in our registration and description of the car and the plate number. My car was towed away for a second time with in a 3 month period. I have contacted the corporate office yet they never returned my call. They want 312 dollars and 60.95 for each day. I'm on section 8 and when I get payed I have to pay my rent. I want my car back. I feel like the apartment complex where I have a lease and entitled to have parking for my cars have stolen one of them. They tow multipal cars nightly, its not right.Desired Settlement: I want my car back.

Business

Response:

January 26, 2016To whom it may concern;Our community has had many parking issues in the recent past, so to reduce the parking problems, our community is now permit parking only. In late October, we issued a notice to all residents explaining our new parking regulations in detail. I have attached a copy of the letter, as well as the form she filled out acknowledging the new parking rules. We also have signs throughout our community stating that our parking lot is permit parking only. I have attached a picture of the sign as well as pictures of [redacted]'s vehicle showing there was no parking pass displayed. [redacted]'s vehicle was towed in December for parking in a handicap spot without any handicap placard or plate displayed. This past week she was towed due to no visible parking pass. Our security company authorized the tow, as they are under instruction to tow any vehicle that is parked illegally or not clearly displaying a parking pass. At this time, we do not have a way to pull residents information based on permit number, which is why we stressed the fact that all vehicles must have a visible parking pass displayed. Please contact me directly with any further questions.Thank you,

Consumer

Response:

I am rejecting this response because: Things get stolen when I registratered the car with the plate number I put the sticker on the windshield, and it was parked in the handicapped spot because there was NO other parking spaces. There is NO other lot around the complex to go park at. I pay rent here and I should be able to park my car here. If the complex would fix all the lights on the property then maybe there would NOT be some much stealing in the lots or the garages being broke into. My garage has been broken into 3 times in the 2 years that I lived here. My windshield has been broken and my tire flattened. And now my car atolen.

Business

Response:

I apologize for the misfortune that you have experienced regarding your car being broken into. Unfortunately, the community and its staff members are not liable for your vehicle or its belongings per the lease that you signed for move in. I would suggest investigating renter's insurance options that extend to your vehicle as well to ensure it is covered. Registering your vehicle to park on the property is required by all residents that utilize the lot. Registration does not grant you the ability to park in handicap spaces at any time.

Consumer

Response:

I am rejecting this response because:The car was NOT towed because it was not in a handicaps space. It was towed because the sticker was gone. The apartment complex is just too lazy to print out a paper with the registratered license plates that is registratered. Shame on you. It is a low income housing complex and you know that the parking is a major problem. It is despicable that you think it's except able to steal my car. I'm just great full for the FACT that what goes around comes around.