Glenridge Apartment

Mr [redacted] was served a ten day notice to vacate the premises on 1/26/2017, due to the poor condition his apartment was in, roach infestation which was spreading to other apartments and the agressive and threatening behavior he had towards the contractors and office staffHe turned his keys into the office on February 6, and his apartment was inspected for damagesA Final Account statement was sent to him on March 2, 2017, with the list of chargesMr [redacted] called our office on March 14, 2017, and asked about the refund of his security depositI explained that due to the extensive damages he would not be receiving any money and that he owed us moneyHe asked how much and I explained I didn't have his file in front of me but I could pull it and provide him with the chargesMr [redacted] stated he didn't recieve the Final Account StatementI explained that we hand our mail to a mail carrier as they come into our office dailyI told him that because he's recenlty moved it might take a few more days for him to receive his mailI did, however, confirm the address we had on file and offered to send him another copyThis conversation occured as we were closing for the day so the next morning I called Mr [redacted] back to go over the charges but he did not answer our call so I left a voice messageI then sent another copy of the move out chargesAs of today neither copy has been returned to our office by the United States Post OfficeI will be happy to provide a copy of the move out charge and photos upon request as we document with both

As promised we entered and treated the apartment April 8, The pest control company looked in every drawer,every closet and pulled the appliances out in the kitchenThey found roaches in the kitchenTheir apartment clearly is not infested and we will not be letting them out of their lease

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sbcglobal.net On Friday, July 31, while walking property we noticed two women loitering in front of the building near a grey vehicleThe maintenance man that I was with was going into the building so I asked him to let me know what apartment they went into as we did not recognize them as residentsShortly thereafter I was notified that they went into Ms [redacted] apartmentRecently an older woman had been seen smoking and talking on the phone in front of the building and once again I was informed it was a guest of Ms [redacted] For this reason we sent her a lease violation reminding her that we don't allow loitering in or around the buidling and if she didn't allow her guests to smoke inside the apartment to please ask them to do so on the backside of the buildingOn August 3, 2015, Ms [redacted] contacted our office and spoke with meShe told me the older lady that we've seen is her mother but argued that because she can't "sit" due to health conditions it wasn't herShe then told me that she didn't know anyone who owned a grey carThe only thing I could tell her was that they were witnessed going into her apartment by a staff memberShe continued to deny it and again not knowing what else to say we reminded her that we have a no loitering policy and if it continued it would put her lease in jeopardyPlease note aside from these incidents there was another incident on March 30,2015, regarding guests of hers loitering in the parking lotI contacted Ms [redacted] immediately when this incident occured

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Good evening, *** *** statement and invoice is not correctThere was a fire on April 5, inside of my apartment building due to a resident starting a grease fire that caused everyone in the apartment building to be homelessI have resided at this apartment for years and I have always kept it in great conditionOn April the 6, the *** *** *** came out and help the residents who where going to be displaced due to the fireOn April the 7, I contacted *** *** and told her that I needed my clothes out of my apartment because they had locked and chained the entire building, so I had to be let inside the apartment to grab some of my clothesWithin the next week I called *** *** in reguards to me moving into another apartment because she started to move residents into other apartmentsWhen I called *** after several attempts she stated that " I need to stop harassing her and that she didn't care about me being homeless and clearly used a lot of profanity because I'm mad and homeless after I paid my rentThen she stated that I needed to get my belongings out of the apartment by April 30, 2016.I called her back again about me moving because I do have a Section voucher she stated that she will move me into another apartment but if she see my male friend in my apartment or on the property she will evict me from my apartmentI didn't think that was fair or right so I told her to give me back my voucher and I will go somewhere else*** is rude and very disrespectful toward meI made a appointment to get my things out of the apartment and the only things that were left inside the apartment were a love seat, a chair with the ottoman, and queen size mattress that I lost due to smoke damage and nothing elseI turned in my key along with my laundry card and as far as the wear and tear of the carpet I lived in that apartment for years and the carpet has never been replace in my bedroomSo I don't understand how can she charge me for carpet, to remove items that take minutes and not hours, and how can she charge me for the key that I turned in and what about my rent reimbursementI called *** *** on May 26, about my deposit and she stated that she sent me a letter that I never receivedMy deposit was and she took my deposit for no reasonI don't understand how because I was force out of my home due to someone problem*** *** has always had it out for me because I speak my mind and I tell her how I feel and she don't like thatAll I want is my refund for my depositI been homeless for months and I deserve my refund

On February 1, 2016, MsConsumer and her family moved into our communityOn February 2, MsConsumer’s roommate called the office and stated he didn’t have hot water and that he was seeing roaches in his kitchenWe informed MrConsumer that we hadn’t noticed any bugs during the entire process
of getting the apartment ready, the inspection of it by StLouis County or while they walked it twice before they moved in and this was oddWe further informed him that pest control was scheduled to be here on February 12, and we would have them take a look at and treat his apartmentWe then sent maintenance to his apartment to repair his hot water issueWhile the maintenance technician was in the apartment MrConsumer informed him that he was seeing roachesMrConsumer asked the technician if he could pull the appliances out so he could clean the sides of themAt that time the technician noticed one dead roach behind the refrigeratorThe technician and resident looked throughout the entire kitchen and didn’t see any more bugsAs promised the apartment was treated on February 12thMrConsumer, MsConsumer and MsConsumer’s mother were present and recorded the entire thing on their cell phoneThe pest control company noted that they checked the entire apartment and only saw two dead baby roaches behind the appliances in the kitchenOn February 15, both Mrand MsConsumer came into the office as we were opening and asked to speak with meI was by myself and opening the office and asked if they would mind making an appointment for tomorrow when someone else would be here to cover the office while I spoke to themI was told that was not acceptable and they needed to speak with me nowWe sat down at the conference table and I asked what I could do for themMrConsumer told me they had bugs and he couldn’t live like thatI asked him where he was seeing them and other questions when he began yelling and cursing at me (in the presence of a maintenance technician)I asked him several times to stop and calm down but he wouldn’tI ended up having to ask him to leave the office to cool offMsConsumer and I spoke for about twenty minutesShe told me her apartment was infestedI agreed that she had seen a few bugs in the few weeks she had lived there but by no means was the apartment infestedI reiterated that the apartment did not have any bugs prior to them moving in and asked if it was possible that she brought them in boxes or things as she was moving inShe told me that wasn’t possible because she didn’t move anything in and wasn’t living thereI told her that the apartment was treated three days ago and the pest control company didn’t find anything in her apartment that could be causing a problemWe are hoping that they won’t have any further issuesIf they do I asked her to please let us know right awayWe did not hear anything else until March 9, when MrConsumer contacted usThe conversation was only about a minute long because MrConsumer was yelling and cursing at meI asked him to stop and told him that if he continued to do so I would hang upHe hung up on meWe have not heard anything from either of them, the health department has not contacted us nor has the apartment been written up for any health issuesAll of our apartments are treated twice a year for any issues that may be occurring and prevent any from occurringTheir building is scheduled to be treated this Friday, April 8, Our intention is to revisit their apartment to check its statusPlease know we are concerned about this issue and want to resolve it just as much as they want it resolved

When a person wishes to apply they must provide us with two recent check stubs, their state issued identification card and a $money order per adultIf they do not have this information we are unable to accept their application and will ask them to come back when they have everything
This is what happened with Ms***When she returned on June 9, 2016, we gladly accepted her applicationWe were running a special on our two bedroom apartments at this time and this special was offered to her as wellThe promotion was if she applied and moved into her apartment on or before June 30, signed a twenty four month lease and paid her rent on time rent would be reduced to $per monthWe processed her application and notified her on June 17, 2016, that she was approved and had forty eight hours to bring in her security depositJune 20, her deposit was due but Ms*** called and let me know that she didn't have the security deposit at that time but would have it in the next few daysShe was reminded of the hour policy and was told to let us know when she would be bringing in her security deposit to be sure we didn't not rerent the apartmentThe following day Ms*** called and spoke to me and asked again about paying her security depositI started explaining what was told to her on two separate occassions but she started getting short and loud with meI asked her what was going on and asked if she was having a bad dayShe told me she felt like I was not working with herI was the only person in the office and had several people standing in hereI felt it best for *** (the person who leased to her) to have a conversation with her so I told her I'd have *** call her when she returned from lunch*** did speak with Ms*** a little while later and reiterated the hour policy and the importance of bringing in the money sooner rather than later as we needed to pay for her occupancy permit before she'd be allowed to move inSince it's now the 21st she is cutting is close to still be able to move in by June 30th. Ms*** informed *** that she was unable to bring the money to us but would try to see if anyone else could bring it and would get back with us*** then asked if everything was ok as she was informed by me that she was upsetMs*** told her she was in fact having a bad day and everything is fineThe next day, June 23, 2016, Ms *** called and spoke to meShe asked if she could bring her money in tomorrow, June 24, I pulled her file and told her that she is more than able to do so but I could not guarantee her the special as tomorrow would be Friday the and it normally takes 5-business days for an apartment to be inspected by StLouis County to be issued an occupancy permit. There were only four business days left in June so I couldn't make any promisesMs*** started yelling on the phone and stated that I didn't want her to move inI informed her that didn't have anything to do with it and tried explaining the occupancy permit issue with her again but she didn't want to hear anything I had to say. After her yelling loud enough for others in the office to hear her I told her it didn't appear that she was happy with us or anything we had to say and thought it was best if she applied somewhere that she would be happyHer response was,"That's fine, bh" and she hung up on meSince Ms*** never paid her security deposit or occupancy permit fee there wasn't any money to refund her or anything that we could doWe just simply assumed she didn't have the money at that time

Mr. [redacted] was served a ten day notice to vacate the premises on 1/26/2017, due to the poor condition his apartment was in, roach infestation which was spreading to other apartments and the agressive and threatening behavior he had towards the contractors and office staff. He turned his keys into the...

office on February 6, and his apartment was inspected for damages. A Final Account statement was sent to him on March 2, 2017, with the list of charges. Mr. [redacted] called our office on March 14, 2017, and asked about the refund of his security deposit. I explained that due to the extensive damages he would not be receiving any money and that he owed us money. He asked how much and I explained I didn't have his file in front of me but I could pull it and provide him with the charges. Mr. [redacted] stated he didn't recieve the Final Account Statement. I explained that we hand our mail to a mail carrier as they come into our office daily. I told him that because he's recenlty moved it might take a few more days for him to receive his mail. I did, however, confirm the address we had on file and offered to send him another copy. This conversation occured as we were closing for the day so the next morning I called Mr. [redacted] back to go over the charges but he did not answer our call so I left a voice message. I then sent another copy of the move out charges. As of today neither copy has been returned to our office by the United States Post Office. I will be happy to provide a copy of the move out charge and photos upon request as we document with both.

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
On Friday, July 31, while walking property we noticed two women loitering in front of the building near a grey vehicle. The...

maintenance man that I was with was going into the building so I asked him to let me know what apartment they went into as we did not recognize them as residents. Shortly thereafter I was notified that they went into Ms. [redacted] apartment. Recently an older woman had been seen smoking and talking on the phone in front of the building and once again I was informed it was a guest of Ms. [redacted]. For this reason we sent her a lease violation reminding her that we don't allow loitering in or around the buidling and if she didn't allow her guests to smoke inside the apartment to please ask them to do so on the backside of the building. On August 3, 2015, Ms. [redacted] contacted our office and spoke with me. She told me the older lady that we've seen is her mother but argued that because she can't "sit" due to health conditions it wasn't her. She then told me that she didn't know anyone who owned a grey car. The only thing I could tell her was that they were witnessed going into her apartment by a staff member. She continued to deny it and again not knowing what else to say we reminded her that we have a no loitering policy and if it continued it would put her lease in jeopardy. Please note aside from these incidents there was another incident on March 30,2015, regarding guests of hers loitering in the parking lot. I contacted Ms. [redacted] immediately when this incident occured.

As promised we entered and treated the apartment April 8, 2016. The pest control company looked in every drawer,every closet and pulled the appliances out in the kitchen. They found 2 roaches in the kitchen. Their apartment clearly is not infested and we will not be letting them out of their lease.

March 8, 2016, Mr. [redacted] and his roommate were charged $142.18 for having to replace their toilet due to a toy being lodge inside it. We asked for payment to be made within forty eight hours of receipt of the letter. Mr. [redacted] called me the next day and told me he didn't have the money and asked for...

extension. When asked how much time he needed he stated he didn't know but would get back with me. Our office never heard from him again. Their account was charged $142.18 but at that time they were carrying a credit so nothing happened until May when the credit ran out. Still never making good on the payment due the computer generate a late notice and it was sent on May 19, 2016. They made a payment of $142.00 on May 20, 2016. Mr. [redacted] roommate came into the office on May 25, 2016, and we discussed the situation briefly. She told me she left it up to Mr. [redacted] to handle as she is going to school and working. Bottom line they forgot about it until they received our letter in May. She gave us a written thirty day notice and left. The same day we received a written Rental Verification which we filled in all questions asked of us. We did not give them a bad reference we simply answered honestly even going as far as saying payments were made "on time". (see attached) On May 26, Mr. [redacted] called the office and when I got on the phone he began yelling at me. His only question was why did I say he'd been late with his rent. I was never given the opportunity to answer as when I tried telling him what was said on the verification he began yelling and cursing at me. He told me we'd be hearing from his attorney and hung up on me. About an hour later Mr. [redacted] came into the office. I went out to speak with him but because he'd been so verbally abusive to me lately I asked if he could have his roommate call and I'd be happy to discuss any concerns with her. He stood up and told me,"No, you're going to talk to me." I told him I tried to that morning but he hung up on me. He got in my personall space and told me "I don't [redacted] care." I asked him to leave or I'd call the police at which time he yelled at me,"[redacted] the police." I called 911 and asked for their assistance. Mr. [redacted] continued to curse, calling myself and the other person in the office "a [redacted]" amoungst other names. He then got into the face of the other person of the office and continued to yell and curse at her then ran out the door. The police showed up minutes later and went to his apartment to speak with them but he refused to open the door. Our office then sent a letter to him informing him due to his irratic and abusive behavior he was no longer allowed in the office. Neither person in the office ever knew Mr. [redacted] and his roommate were denied housing elsewhere because he never brought it up when speaking with us. We also have no control over other communities approval policies as they differ community to community and we cannot falsify information.

Complaint: [redacted]
I am rejecting this response because:First of all just because the company comes and sprays doesn’t necessary solve the issue. They spray every month but there is a still a problem. There must be something causing the problem. They accused me of the roach problem being caused by us bringing in boxes. The landlord told us that there was an apartment near us that needing “housekeeping,” so she clearly knows there is an issue with the roaches and it wasn’t caused by us. I just want out of our lease because we shouldn’t have to pay rent to a place that we don’t feel comfortable staying there. I still have to pay rent, and my daughter can’t stay there with her asthma, especially if they are spraying and so are we.  
Sincerely,
[redacted]

On April 9, a fire occurred in the building as a result of a grease kitchen fire started by a resident. The damage was so severe we had to shut the building down and relocate all of the residents. Ms. [redacted] declined the transfer. All of the residents were asked to remove their personal...

items immediately so we could begin the clean out the building. Everyone complied with our request except for Ms. [redacted] who informed us she didn't have anyone to help her move her items or anywhere to take them to. After numerous requests by our office Ms. [redacted] removed her personal items on April 25, 2016. A Final Deposit Account statement was done and mailed out to the address that was provided to us by Ms. [redacted]. The paperwork was never sent back by the Post Office so we have every reason to believe she received it. Ms. [redacted] has called us multiple times since she's vacated the premises. We have verbally told her the charges but she disputes them. We have also offered to provide her with an additional copy if she would like to stop by the office.To date she has yet to take us up on our offer.