purpose of this letter is to respond to a complaint filed at the Revdex.com on August 31, 2015 with an ID of [redacted] On August 28, 2015 The montecristo Apartments received a call after office hours from a resident stating that there were Bed Bugs in the apartment home. Next morning, we contacted the resident as soon as we heard the message left on our answering machine; however, resident did not answer; therefore we left a voicemail. The resident contacted us later that day to explain that there were Bed Bugs inside the apartment home, we contacted Worldwide Pest Control to come and inspect for any activity after receiving that information. Worldwide came the same day and confirmed the unit had Bed Bugs; therefore, we had to inform the resident we needed to schedule a treatment. Worldwide Pest Control informed us of the fee to treat the unit for $300.00 and gave us the list of instructions so we could provide this to the resident to be ready for the treatment. Our Assistant Manager contacted the resident and explained to the resident that the unit indeed had Bed Bugs and explained to the resident the instructions that needed to be followed to get the unit treated. The resident requested to be contacted by the Property Manager, myself. Before contacting the resident, I called the resident's insurance company to verify if they offered any type of protection for Bed Bugs, which they confirmed they did not. I returned the resident call after gathering ail the information and informed him about the situation. In addition to that, I informed the resident of the fee that Worldwide Pest Control was billing us for the treatment, therefore I had to inform the resident he would be responsible for the fee. The resident asked me the reason why I was billing for the treatment if the Bed Bug situation was not a problem they have had in the past. I informed the resident that upon move-in there is a Bed Bug Addendum included in the Texas Apartment Association Lease Contract that was signed by both occupants which states that the unit will be inspected by the residents and that they have 48 hours after moving in to report any Bed Bug activity. Also, in the lease agreement a guide is provided for residents concerning bed bugs, which explains that there has been an increase across the United States in recent decades due largely to international travel. Bed bugs know no social or economic bounds and can be found in 4 star hotels, apartment buildings and expensive neighborhoods. Bed bugs are easily transported when traveling in your luggage and also from buying used furniture. Based on our service request records the resident called for the first time for pest control 19 days after the move-in date to request pest control to treat the unit for gnats; 22 days later we received another service request from the resident from possible fleas in the apartment home. The resident did have a dog. Worldwide pest control was contacted and they came the next available day, which is usually on Thursdays, the day they service our community. Also, the resident brought in a bug in a bag so we could provide that evidence to our pest control company_ One month later, we received another service request for pest control for ants inside the pantry, where the unit was sprayed Seven days later we received another request for ants in the pantry, the unit was sprayed again. We continued to receive a couple more service requests for the same ant issue. Finally, on August 28th, after confirming the Bed Bug activity we issued a service request for a Bed Bug treatment and the unit was treated on August 31, 2015 after the resident signed the release form and the unit was ready for treatment. I sent an email on September 2, 2015 to follow up with the resident after the treatment, from which I received no response.
Per the Apartment Lease Contact we followed all of the protocols that we are required by law to proceed when we are informed about Bed Bugs. The same date we were notified by the resident, we contacted our Pest Control professionals to treat the unit. Also, we decided not to bill the resident the fee for treating the unit or purchasing their mattress encasements as a courtesy for customer satisfaction. As of now, we are just pending for Worldwide Pest Control to come back again for a second inspection and the unit will be back to normal if all the instructions were followed correctly by the resident_
At the Montecristo Apartments we strive for resident satisfaction and our main goal is to ensure everyone enjoys their residency with us. It is very unfortunate that our resident had to go through this situation and we have been and we will work hard to ensure we take care of it_ The issue the resident had was remedied immediately, and therefore, we will not be inclined to grant their request of a $400 reimbursement.
Should you have any questions or concerns please feel free to contact me.
Sincerely,
[redacted]
Residential Business Manager
Dear Revdex.com Corporate Office, The...
purpose of this letter is to respond to a complaint filed at the Revdex.com on August 31, 2015 with an ID of [redacted] On August 28, 2015 The montecristo Apartments received a call after office hours from a resident stating that there were Bed Bugs in the apartment home. Next morning, we contacted the resident as soon as we heard the message left on our answering machine; however, resident did not answer; therefore we left a voicemail. The resident contacted us later that day to explain that there were Bed Bugs inside the apartment home, we contacted Worldwide Pest Control to come and inspect for any activity after receiving that information. Worldwide came the same day and confirmed the unit had Bed Bugs; therefore, we had to inform the resident we needed to schedule a treatment. Worldwide Pest Control informed us of the fee to treat the unit for $300.00 and gave us the list of instructions so we could provide this to the resident to be ready for the treatment. Our Assistant Manager contacted the resident and explained to the resident that the unit indeed had Bed Bugs and explained to the resident the instructions that needed to be followed to get the unit treated. The resident requested to be contacted by the Property Manager, myself. Before contacting the resident, I called the resident's insurance company to verify if they offered any type of protection for Bed Bugs, which they confirmed they did not. I returned the resident call after gathering ail the information and informed him about the situation. In addition to that, I informed the resident of the fee that Worldwide Pest Control was billing us for the treatment, therefore I had to inform the resident he would be responsible for the fee. The resident asked me the reason why I was billing for the treatment if the Bed Bug situation was not a problem they have had in the past. I informed the resident that upon move-in there is a Bed Bug Addendum included in the Texas Apartment Association Lease Contract that was signed by both occupants which states that the unit will be inspected by the residents and that they have 48 hours after moving in to report any Bed Bug activity. Also, in the lease agreement a guide is provided for residents concerning bed bugs, which explains that there has been an increase across the United States in recent decades due largely to international travel. Bed bugs know no social or economic bounds and can be found in 4 star hotels, apartment buildings and expensive neighborhoods. Bed bugs are easily transported when traveling in your luggage and also from buying used furniture. Based on our service request records the resident called for the first time for pest control 19 days after the move-in date to request pest control to treat the unit for gnats; 22 days later we received another service request from the resident from possible fleas in the apartment home. The resident did have a dog. Worldwide pest control was contacted and they came the next available day, which is usually on Thursdays, the day they service our community. Also, the resident brought in a bug in a bag so we could provide that evidence to our pest control company_ One month later, we received another service request for pest control for ants inside the pantry, where the unit was sprayed Seven days later we received another request for ants in the pantry, the unit was sprayed again. We continued to receive a couple more service requests for the same ant issue. Finally, on August 28th, after confirming the Bed Bug activity we issued a service request for a Bed Bug treatment and the unit was treated on August 31, 2015 after the resident signed the release form and the unit was ready for treatment. I sent an email on September 2, 2015 to follow up with the resident after the treatment, from which I received no response.
Per the Apartment Lease Contact we followed all of the protocols that we are required by law to proceed when we are informed about Bed Bugs. The same date we were notified by the resident, we contacted our Pest Control professionals to treat the unit. Also, we decided not to bill the resident the fee for treating the unit or purchasing their mattress encasements as a courtesy for customer satisfaction. As of now, we are just pending for Worldwide Pest Control to come back again for a second inspection and the unit will be back to normal if all the instructions were followed correctly by the resident_
At the Montecristo Apartments we strive for resident satisfaction and our main goal is to ensure everyone enjoys their residency with us. It is very unfortunate that our resident had to go through this situation and we have been and we will work hard to ensure we take care of it_ The issue the resident had was remedied immediately, and therefore, we will not be inclined to grant their request of a $400 reimbursement.
Should you have any questions or concerns please feel free to contact me.
Sincerely,
[redacted]
Residential Business Manager