FPI Management

To whom it may concern.  The complaint from [redacted] regarding moisture intrusion in her apartment is unsubstantiated. There was a garbage disposal leak reported to [redacted] Management on 9/23/2016. The garbage disposal was repaired by maintenance staff and Broadway Carpet pulled back...

the carpet and left fans on 9/23/2016. The following Wednesday 9/28/2016 Broadway Carpet returned to put the carpet back together and clean the carpet. Management inspected the apartment on 9/30/2016 and did note that the apartment had not been properly ventilated, after the inspection a notice to enter on 10/3/2016 was provided and the maintenance staff inspected the cabinetry and drywall around the leak to find there was no water damage or visible mildew. Woodstone Apartments has responded to all reported maintenance issues in a timely manner and has found no moisture intrusion or mold, therefore there will be no compensation provided to [redacted] ARM ©, Community DirectorWoodstone Apartments

Dear [redacted],We have received a copy of your complaints and we are sorry to hear that you have been unsatisfied with our service. Communication and customer service is very important to us. We never want anyone to leave the office feeling as though they have not been heard. We have researched your issues surrounding the parking and we have credited your account for all of the parking fees that you paid since move in. A win-win solution is always our goal. Our office hours are Monday–Friday 8 AM–5 PM, Saturday, 10 AM–4 PM. Please feel free to stop by at any time to address any issues you have moving forward.[redacted]Community DirectorParc Station Apartments

I am rejecting this response because:I reject their response as it was assumed they would not take responsibility as usual. I told them that they intentionaly refused to put ANYTHING in writing and they refused every time to put my requests in writing and refused to fix their inferior craftsmanship on their coutnertops and the lack of grout work that needed to be done in order to keep the corners from flacking or cracking. It is obvious that it is inferior craftsmanship as well as a stupid choice for the contractor to ever bend a corner and not grout it; as they are aware of. Lastly, it is also obvious that the tenant in no way could be responsible for the counters that cracked in such a manner as ALL of their counters are cracked in the entire apartment. It is also evident as the countertops in the office are grouted and NOT BENT into shape; as their stupid contractor did on the counters in b205.Lastly, they also refused to address the attempt by [redacted] to both verbally assault me in my unit by screaming at me to erase my camera and that she insists that "I NOT TAKE PICTURES AND SHE DEMANDS THAT I STOP NOW? " I am considering filing a police report about her attempt to manipulate and under verbal threat intimidate me into doing as she DEMANDED me to. I need to know that their managers are not going to further assualt my person through verbal or other abuses; as they did on 3/31/2016.Otherwise; I will seek to place a restraining order on [redacted] Management. I also have not been told by FPI or [redacted] that they understand that it is a violation of the HUD and landlord tenant policies to refuse to provide a receipt to the tenant. If they disagree; they should contact those agencies; as I was literally informed and filed a complaint just now against them; that they ARE REQUIRED TO. They are the ones who can not refuse to provide the detailed receipts as well as to perform a walkthrough in a timely manner. As you are all aware; they refused that day, and still are lying about everything as usual. I also went ahead as the lawyer suggested and sent certified letters to all parties with the forwarding address and demand letter as well. I still have not received any reply as they are required to reply immediately.  My case still stands and I do not accept their inferior management; and attempts to defraud me of my deposit and additionally are attempting to con me out of even more money. I also do not accept that they still have not accepted guilt and appologized. A final note: a lawyer I just spoke to stated that FPI and other agencies are under threat of a possilbe class action law suit. I have placed my name with these lawyers firms; and I will be willing and able to assist them and provide all documents to them from [redacted]. Note: I lived at [redacted] for over six years  prior; and they did the exact same things. They are the worst teams of managers and agents you could ever imagine. I am happy to assist in any such attempt by this lawfirm to file a class action; as my goal years ago was not to just sue in small claims against [redacted]; but to FORCE THEM; to be the civil business that this country should require them to be. Or they ought to pick up and go to [redacted].

Revdex.com:
I have told the Manager I was sorry, and that I would cancel this complaint at this time. I do want to tell you that I hold in reserve the right to reinstate this complaint if the Management continue to give a 30 day notice after being here 10 years or continue to...

make false charges against me.

Hello,  The resident, Ms. [redacted] came to the leasing office of [redacted] and spoke with our temporary Leasing Consultant, [redacted] in regards to her balance due. [redacted] was covering at the community alone and explained to her that the Community Director (myself) had sent out balance due...

notices to anyone who owed on their ledger. The Ms. [redacted] insisted an explanation from the Community Director. During this time, I had walked into the office from covering another property to print and make copies. I overheard the conversation and the resident was very upset telling [redacted] that she was not going to pay anything because she didn't owe any balance. [redacted] had gone to use the restroom minutes later, when resident walked into the leasing office again raising her voice telling me she didn't appreciate the notices on her door. Ms. [redacted] continued yelling and I had asked her several times to please lower her voice if she wanted assistance. She didn't allow me to explain to her anything about her balance due as I finally asked her to leave and come back when we could have a conversation together. The balance due was from underpayment of Ms. [redacted]'s August utilities. [redacted]Community Director[redacted] Townhomes

Please see the response for each numbered concern you listed:1.In your meeting with [redacted] you mentioned being instructed to place a notice in writing stating your intentions in vacating residence. The notice should have been a thirty day notice to vacate. No response was ever received from you noting that the manager had acknowledged or received this notice. California's policy is to have tenants provide a thirty day notice to vacate. There is unfortunately no way to confirm your attempts to email [redacted] whether there was a notice accepted or confirmed. I did the exit interview and termination and your situation was never mentioned. If you do not give thirty days notice due to your emergency you would have been instructed to leave the keys in the mail box or office to terminate your residency. Also you made no mention of completing a walk through inspection and this is also a standard process as no security deposit is 100% guaranteed without final unit inspection.2.  The locksmith could have entered the unit but did not do so as there was no notice and entering without permission is not acceptable. This is why there was a 24-hour notice posted to enter the home. I believe the current Community Director was asking to obtain the keys and limit expenses. The keys did not work due to locks being changed by tenant.3. We would need an actual receipt or actual deposit form our company uses to verity this. The attached document is not something we are familiar with as we utilize actual deposit forms that you were given when lease was signed. The lease also does not show a pet deposit.4. The physical move out date is the date you stated you were out by. This is considered a skip as no keys were turned in and no thirty day notice was provided. The date of 04/18/2016 is the date we took possession of unit when you came back and unlocked unit. Otherwise we would have had to wait an additional 18 days to allow the abandonment procedure to take place. Your vacancy was never established 03/07/2016 because you never turned in keys to anyone or gave proper notification.

Dear Mrs. [redacted],We understand your concern. It is always the resident's responsibility to provide a locksmith at their own expense when it is an after-hours issue. We apologize that this has been an inconvenience for you. As stated in your complaint, you signed a key log stating you received...

keys, if at any point the records did not match what you were agreeing to then we would have happily made a correction at that time. Since our records indicate two keys and you agreed, then we have to go with the documentation. In addition, we feel it worth notating that because of the damage to the lock and if it needed replacement the [redacted] management would replace your lock at no cost to you. Also, on several occasions attempts were made by the Regional Manager to contact you back but the phone number was no longer in service.Please feel free to reach out to us with any additional questions or concerns,[redacted]3                            Comm...⇄ Director The [redacted]

To whom it may concern,In regards to the issue with Miss [redacted], we informed her of the reasons her rent was denied. Both myself and my supervisor have notified her on several occasions that her termination is due to violence on behalf of her unauthorized occupant. This person has caused damage to...

our property and has been involved in illegal acts. I also informed her that she will be contacted by our Lawyers [redacted]. My supervisor [redacted] also set up a conference with her for Wednesday July 13, 2016 at 10 AM. Thank you. [redacted]  Community DirectorSierra Villa East

To whom it may concern,Ms. [redacted] did have a break in on the evening mentioned. The leasing office was contacted but was closed at the time and the on-call maintenance phone did not have record of a missed call from her. An email was received by [redacted] the leasing agent who was off...

until Monday. Ms. [redacted] did not come to the office until the following Monday, February 27th and I personally sent a technician to her apartment. She paid $1200 to secure the door, however she only showed a bill that was on her phone and not an actual paper invoice. [redacted], the Portfolio Manager, let her out of her lease without a 30-day notice and without and lease break penalties. Unfortunately, the property is not liable for the break into her unit.  Thank you,[redacted]Community Director

I am rejecting this response because:the entire account by Ms [redacted] is untrue.I called the management office and the lady that answered the phone kept saying that they are utility charges and that I just need to pay it. I asked for the manager, to which I heard anothervoice say "tell her I am unavailable". So when I was told that she was unavailable I told the lady that answered the phone that I had heard her conversation with the other person.  At that point the lady that was on the phone with me hung up on me and did not answer the phone after that- I have the records to show that I tried numerous times.I then went to the office- and tried to explain to the lady that claimed to be the manager what my question was- to which I got no answer and she walked out of the room.  I was in that office for no more than 5-10 minutes. THERE WAS NO EXPLANATION OF CHARGES EVER GIVEN!once I came back from the management office I called the corporate office and reached out to Revdex.com.ALL I WANT TO KNOW IS WHY DO I HAVE TO PAY UTILITIES TO THE MANAGEMENT OFFICE WHEN I AM PAYING HEFTY BILLS TO THE SERVICE PROVIDERS DIRECTLY- I am more than willing to pay any dues that I truly owe after an explanation.thank you[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
[redacted] has been very helpful in resolving this issue. I am completely satisfied with the outcome. Please close this matter.Thank you so much for your help.

Hello Mr. [redacted], I am sorry to hear that you were not satisfied with your move out disposition. I am not sure which Bluffs representative you spoke to, but I did not receive a message from you and I apologize that I was not able to speak with you. The Bluffs does want to satisfy all of our...

current and prior residents. I will be revising your disposition to satisfy the cleaning and paint charges with a new disposition that will be sent to the address that we have on file. This revision will also consist of a check for your reimbursement. Once again, I am sorry for the inconvenience this has caused you. [redacted]Community DirectorThe Bluffs Apartments

Thank you for bringing your concerns to our attention. A[redacted] we strive to provide every resident with the best possible living experience and apologize that has not been your experience with us. At this time we received correspondence from the prior resident into our office on...

February 9th, 2018 with a requested response date of February 16th. We responded via [redacted] to the resident on February 14th. On February 22, 2018 the documents sent to the prior resident were returned to our office. On February 27th, 2018 the documents were resent to the resident via [redacted] and on 3/1 a refund check was issued for $700 and sent via [redacted] to the prior resident. At this time we consider this to be a closed matter. I welcome the opportunity to meet and discuss any additional questions or concerns the prior resident may have and they are welcome to contact me in the leasing office at [redacted]. Again, thank you for reaching out with your concerns. Sincerely,[redacted]Community Director[redacted]

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]

Hello [redacted],I have attached the Notice of Adverse Action from [redacted] (please keep confidential). It states the reasoning of your denial, the key factors being: your income is not high enough to qualify, your previous rental history was not verified, and derogatory credit. I was also able to confirm that a check for the holding fee has been sent out on 9/25/15. Please contact me personally if you do not see the check reach you in the next couple of days. Thank you,
[redacted]

To whom it may concern, [redacted] spoke with Ms. [redacted] on March 20th after reviewing the email chain correspondence between her and the community. After this review, [redacted] agreed to refund the $100 holding deposit and the refund has been processed then mailed out this week. We...

apologize for the inconvenience. Thank you. [redacted]Community Director|South Hill by Vintage

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

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], [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

Please complete your complaint by stating the community name that you applied to.

?It was never stated that I spoke of cleaning expectations with the resident, ?we said that if residents ask us we tell them not to spend all day cleaning because it has to be professionally cleaned. It also states this in the lease that the resident signed (pages 44-45 on her lease), which [redacted] the Portfolio Manager informed the resident of. In all of my correspondence back/forth with the resident it never asked about cleaning expectations, so it was never discussed. In an email on August 18th, the resident asked if the home needed to be empty for the pre move-out inspection which I informed her it was just an inspection looking for major damage and that it did not need to be empty. Our vendors do in fact pull out the fridge and stove for every turn of apartments. The vendor charged and was paid $190 for the cleaning. The painting charges were legitimate, but as a courtesy we gave the resident back the $15.87 charges that were a concern. We have 3 staff members that can verify that there were furniture marks and oil stains on the walls.