Friends of the Glenside Public Library District

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint First, yes I did submit those work requests online through their apartment portal web pageHOWEVER, they neglect to mention any of the times I had called the office to complain as well (of course undocumented)They also neglect to show on 8/my online request for the a/c and one week later on 8/when it progressed to the point of being an actual emergencyAnd they say that I emailed them on 8/24? IncorrectI emailed several times on 8/23- the day of the actual emergency where as you can see the inside temp was at least degrees! I called Mosaic corporate office times and could NEVER get through to ANY humanI was ONLY able to leave voicemails which were "supposed" to be returned quickly- yet NEVER once got any response from anyone at Mosaic via phone, email or in personI called the [redacted] Apartment office times on that same day as well (8/23) and they told me very rudely that "it wouldn't get done today" meaning the ac would not be repaired on that day of 8/I went to the office physically twice to beg for assistance with it as wellAnd when you call the [redacted] phone number and get voicemail it even tells you that if the outside temp is over degrees and the ac is not working, it is BY THEIR OWN POLICY considered an emergency! However, not one single person caredSo we took our small children and puppy to the apt office to wait in the cool ac for them to repair oursWhile there (by that time it was after school sometime around 330pm), the first lady said they wouldn't even be able to look at it for at least another hourThen miraculously about min later another lady came out and said it was fixedVery strange don't you think??? And I asked them what exact repairs did they make but she insisted she does not get access to those detailsSo of course when the Mosaic man (NO "TEAM" as they said in their response) came to my door days later and asked me what needed repaired??? Of course I turned him away because the repairs were miraculously done at the end of the day of the emergency 8/But then again I DID have to email and call different news channels, the Revdex.com, the tenant's apartment association, health & human services, etc Regards, [redacted] ***

At [redacted] we have no resident by that name. I see the address is different from the property as well. Please feel free to call us at [redacted] or email to [email protected],Management

Revdex.com:
This letter is to inform you that Mosaic Residential Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/4/5:42:PM and assigned ID
Regards,

Sent: Tuesday, September 22, 4:PMTo: drteamSubject: Continued Revdex.com Complaint: *** *** - ***Good Afternoon. I would like to respond to closed case #***. I have attached the work orders submitted by Ms*** (Note, the day completed is not the day the work was completed but the day it was cleared out of onesite), the activity notes for the file that the emails were clearly sent to the Property Manager on August 24th to minutes apartOn August 24th the maintenance team, Ernesto, Salvador and Jorge all went to the apartment to check out the a/c after the August 5th incident and Ms*** told them there was nothing wrong with the air conditioner.Per her lease agreement Ms*** is required to make work order requests in writing to the office.I am unsure why the gage shows such a high temperature in Ms***’s apartmentSometimes residents turn off their AC while they are at work in order to save on electric costs and then lower it when they get homeFor this reason, we use the temperature gauges at the vents to determine the temperature of the outgoing air from the vents and her temperature on the 5th of August read degreesSalvador showed Ms*** the gauge reading while he was in her apartment. If you have any questions, please let me know. Thank you Kindest Regards,Laura K*** | *** ** *** ***| MOSAIC RESIDENTIAL*** *** *** *** *** * *** *** *** *** *** *** *** ***

Good Morning. In response to Ms*** questions and concerns:Ms*** made an online payment on 08/07/and
it was returned from the bank marked "insufficient funds" on
08/11/Ms*** was immediately notified and stated this is not
accurate and demanded our
bank phone number and informationI explained to Ms
*** that we are unable to provide her with our bank information,
however, she was advised to contact her bankI also explained to Ms
*** that if she brought a statement from the bank that shows enough
funds were in the account on 08/07/thru 08/11/then we would waive the fees this time
only as well as the additional late fee charge on 08/11/and the nsf fee chargeMs
*** brought her statement in that shows funds were deposited into the
account on 08/07/and sufficient funds were available thru
08/11/As management promised, the late fee and nsf fee charges on
08/11/were both removed and Ms*** replaced her online payment
with a money orderMs*** was also made aware that all future payments
will need to be made by money order or cashier's checkMs*** agreed
and stated there were no other issues to report
Kindest Regards,Laura ***Director of People Services

Good Morning. On 01/05/the Property Manager walked Ms***'s apartment with her at which time she was shown the doorIt was determined that the door needed repair work as there was a hole in one corner and the weather stripping needed to be replacedMs*** also stated that the
dishwasher needed to be mounted and pest control was required in the apartment. Ms***'s apartment was treated by pest control on 01/07/Another treatment has been set up for the following week.The dishwasher was correctly mounted to the wall on 01/07/2016.The weatherstripping around the door was replaced and the hole fixed on 01/07/It was then determined that further repair is neededMs***'s door will be fixed today 01/12/2016.Ms*** will receive a concession for her inconvenience and the amount has been discussed with Ms***. Thank you and please let me know if you have any questions. Sincerely,Laura K***Mosaic Residential

Good Afternoon. Ms*** called the office on June 5th to report that her AC was not workingMaintenance team members went to check the unit and reported that it was working correctlyAfter reporting the findings to Ms*** we did not hear from her regarding the AC until July 2nd, when she
reported that it was not working againA maintenance technician went to Ms***'s apartment and found that, again, the unit was working correctlyOn July 14th the same thing happened with the same resultWhen Ms*** called to report her AC unit not working again on August 3rd, the maintenance technician went to her apartment with a temperature gauge and tested the AC - it registered degreesThe maintenance technician showed the residents, including Ms***, the results of the gauge at which time they became upset and requested he leave the apartmentOn August 24th Ms*** e-mailed the office stating that her AC was yet again not working, Becky, the Property Manager asked maintenance to go to Ms ***s apartment and check the systemWhen the maintenance team arrived at the apartment they were turned away and told the AC was working fineThe Property Manager has not received any further complaints from Ms***If there is a problem with the Air Conditioner, the Maintenance team at *** *** will be more than happy to fix itAt this time, we will not be giving a discount as the maintenance team has responded to every request. Please let me know if you have any questions. Laura K***Mosaic Residential***

Good Afternoon. After reviewing [redacted]'s file and speaking with the Property Manager is was determined that the original work-order on 12/22/2015 for a bathroom ceiling leak was misplaced. It is on record that [redacted] went into the leasing office on 12/23/2015 and again on 12/26/2015...

to discuss her lease and unfortunately did not inquire about the leak in her bathroom. As of today, December 29th 2015, the maintenance team has stopped the leak and cleaned the area. Tomorrow the drywall will be replaced. All repairs will be complete by close of business on Thursday, December 31st 2015. [redacted]'s lease does not end until 03/31/2015. This is a legal binding contract and has been signed by all parties therefor it can not be changed. [redacted] may reach out to me personally if she has any further problems. I can be reached at [redacted]Thank you and have a Happy New Year!Laura K[redacted]Mosaic ResidentialDirector of People Services.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
First, yes I did submit those work requests online through their apartment portal web page... HOWEVER, they neglect to mention any of the times I had called the office to complain as well (of course undocumented). They also neglect to show on 8/14 my online request for the a/c and one week later on 8/23 when it progressed to the point of being an actual emergency. And they say that I emailed them on 8/24? Incorrect. I emailed several times on 8/23- the day of the actual emergency where as you can see the inside temp was at least 99 degrees! I called Mosaic corporate office 3 times and could NEVER get through to ANY human. I was ONLY able to leave voicemails which were "supposed" to be returned quickly- yet NEVER once got any response from anyone at Mosaic via phone, email or in person. I called the [redacted] Apartment office 3 times on that same day as well (8/23) and they told me very rudely that "it wouldn't get done today" meaning the ac would not be repaired on that day of 8/23. I went to the office physically twice to beg for assistance with it as well... And when you call the [redacted] phone number and get voicemail it even tells you that if the outside temp is over 85 degrees and the ac is not working, it is BY THEIR OWN POLICY considered an emergency! However, not one single person cared. So we took our small children and puppy to the apt office to wait in the cool ac for them to repair ours. While there (by that time it was after school sometime around 330pm), the first lady said they wouldn't even be able to look at it for at least another hour... Then miraculously about 10 min later another lady came out and said it was fixed. Very strange don't you think??? And I asked them what exact repairs did they make but she insisted she does not get access to those details... So of course when the Mosaic man (NO "TEAM" as they said in their response) came to my door 2 days later and asked me what needed repaired??? Of course I turned him away because the repairs were miraculously done at the end of the day of the emergency 8/23... But then again I DID have to email and call 5 different news channels, the Revdex.com, the tenant's apartment association, health & human services, etc...
Regards,
 [redacted]

At [redacted] we have no resident by that name. I see the address is different from the property as well. Please feel free to call us at [redacted] or email to [email protected],Management