Heartland Storm Shelter

Hi Nichole, Please read below for a detail of the event in question [redacted] moved into her home on 12/22/Prior to move in her apartment was made ready and inspected to ensure it was in pristine conditionThe home met all standardsThere was no leak and no moisture growth On her move in inventory [redacted] noted a small mildew stain on the grout of the shower in the upper corner [redacted] was told at that time that mildew would occur on the grout with use of the shower and that she should use comet or another house hold cleaner to keep the area cleanThis was on 12/26/On 1/26/Ms [redacted] came into the office after pm to ask that her master closet be checked for moldMaintenance responded immediately and noted that the there was a crack in the grout on Ms [redacted] tub shelf, located at the bottom of the shower(not in relation to the mildew mentioned on her inventory form), this crack in the grout was not there when she moved in and had not been reported to the officeBecause of the crack water was able to get behind the tile in the tub surround and made its path to the mater closet which is where moisture began to accumulate and mold took placeThe morning of 1/27/16, less than hours after the issue was reported and epa certified company responded and thoroughly remidiated the area After the work had been finished, Ms [redacted] came into the office and stated that she had been at the Dr with her baby and that they were sick because of the mold and that the doctor wrote a note stating that they could not return to the apartment until it was mold freeAt this time that point was not applicable since the mold had already been remidiatedI walked the apartment with Ms [redacted] and her husband and explained the process we usedThey were concerned it was not done right to which I assured them that it was and that the company I used was licensed I did let them know that if they had further concerns they could have a mold test done at their own expense This entire issue was responded to and taken care of in less than hoursThe following day 1/28/16, a team went back in to remove more dry wall in the linen closet, this drywall was wet from the blower that was placed on the closet and had no moldMs [redacted] chose to sit in her car for several hours while this work was being done, even though I offered for her to come into the officeShe stated that because she was on steroids she could not be around people I never saw the doctors note Ms [redacted] stated she hadMs [redacted] has never specified exactly what she feels we should have done differentlyHow can we as management be held responsible for an issue we did not know was taking place? Once we were notified the issue was responded to promptly and thoroughly with absolutely no lag in timeMs [redacted] did have shoes in the closet where this incident took placeIt is specifically stated in ms Saunder's lease that management is not responsible for damages caused to personal items Ms [redacted] has had no further issues with moisture in her apartment -- [redacted] Waters Edge Apartments Community Manager [redacted] [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: You all stated that our renters insurance was going to cover our damaged belongings and they will not because they stated that the damage was caused due to wear and tear and it was not a plumbing issueWe have also incurred medical bills due to neglect on your behalfAlso having us stay in the home with the factory fan drying the wet area and the extremely strong smell of mold did not seem ethicalYou may not have known about my families health issues in regards to me being allergic to mold and my husbands asthma but you all did know we have a baby Regards, [redacted]

Per the Lease Agreement that was signed by *** ***; We may have any unauthorized or illegally parked vehicles towed according to state law at the owner or operator’s expense at any time if the vehicle is in a fire lane or designated “no parking” areaUnfortunately, if Sarah feels she
was towed illegally she will need to file a dispute with *** *** as she was illegally parked at the time of her towAttached is a photo that was taken at the time the vehicle was towed

We understand that you are unhappy with the series of events that took placeUltimately our goal is to offer good customer service to our residentsWe apologize for the inconvenience this maintenance issue caused for youWe can not promise that maintenance issues will not happen in your apartment but we can assure you that we will respond to them in accordance with the lease contractThe apartment has been remidiated of all moisture issues by a licensed epa companyIn your first statement you said that you would like for us to handle this more fairlyWhat else woudl do you feel we should do?

Per the TAA Lease Agreement and Community Policies, that *** *** agreed to and signed, Management will not be responsible for any damage or charges incurred as a result of a vehicle being towedWe may regulate the time, manner, and place of parking for all vehicles on-siteAny violators may be towed away without notice at owner’s expenseRegardless of the number of times Mrs***, or others, may have parked illegally and were not towed, the parking rules have not changedWe may have any unauthorized or illegally parked vehicles towed according to state law, at the owner or operator’s expense at any time if the vehicle is in a designated “no parking” areaAgain, attached is the photo of the illegally parked vehicle that was taken at the time the vehicle was towedIf Mrs*** feels she was wrongfully towed she will need to file a dispute with *** ***

Complaint: [redacted]
I am rejecting this response because: Waters Edge corporate office agreed that they are the ones responsible for maintaining the painting on the parking lot. My complaint is that the painting was so faded that it was not clear that the parking space was illegal. As you can see in the pictures I have provided of the front office staff parking in the illegal space in front of the office on April 2nd, the space has not been painted it quite sometime. My complaint is that Waters Edge FAILED TO MAILTAIN THE PARKING LOT. Which resulted in my tow. Please respond to this complaint, and stop referring me to the tow company, who is not liable for the painting and striping of your parking lot, per your corporate office. 
Regards,
[redacted]

Hi Nichole,  Please read below for a detail of the event in question.  [redacted] moved into her home on 12/22/2015. Prior to move in her apartment was made ready and inspected to ensure it was in pristine condition. The home met all standards. There was no leak and no moisture...

growth.  On her move in inventory [redacted] noted a small mildew stain on the grout of the shower in the upper corner. [redacted] was told at that time that mildew would occur on the grout with use of the shower and that she should use comet or another house hold cleaner to keep the area clean. This was on 12/26/15. On 1/26/16 Ms. [redacted] came into the office after 5 pm to ask that her master closet be checked for mold. Maintenance responded immediately and noted that the there was a crack in the grout on Ms. [redacted] tub shelf, located at the bottom of the shower(not in relation to the mildew mentioned on her inventory form), this crack in the grout was not there when she moved in and had not been reported to the office. Because of the crack water was able to get behind the tile in the tub surround and made its path to the mater closet which is where moisture began to accumulate and mold took place. The morning of 1/27/16, less than 24 hours after the issue was reported and epa certified company responded and thoroughly remidiated the area.  After the work had been finished, Ms. [redacted] came into the office and stated that she had been at the Dr with her baby and that they were sick because of the mold and that the doctor wrote a note stating that they could not return to the apartment until it was mold free. At this time that point was not applicable since the mold had already been remidiated. I walked the apartment with Ms [redacted] and her husband and explained the process we used. They were concerned it was not done right to which I assured them that it was and that the company I used was licensed.  I did let them know that if they had further concerns they could have a mold test done at their own expense.  This entire issue was responded  to and taken care of in less than 24 hours. The following day 1/28/16, a team went back in to remove more dry wall in the linen closet, this drywall was wet from the blower that was placed on the closet and had no mold. Ms. [redacted] chose to sit in her car for several hours while this work was being done, even though I offered for her to come into the office. She stated that because she was on steroids she could not be around people.  I never saw the doctors note Ms [redacted] stated she had. Ms [redacted] has never specified exactly what she feels we should have done differently. How can we as management be held responsible for an issue we did not know was taking place? Once we were notified the issue was responded to promptly and thoroughly with absolutely no lag in time. Ms. [redacted] did have shoes in the closet where this incident took place. It is specifically stated in ms Saunder's lease that management is not responsible for damages caused to personal items.  Ms [redacted] has had no further issues with moisture in her apartment.  --  [redacted] [redacted] Waters Edge Apartments Community Manager [redacted] [redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because: this parking space has been utilized by myself, as well as many residents for 3+ years as a parking space while towing was enforced. We have never been towed. I have emailed the corporate office about the faded hatching out in the space, and they acknowledged that it is the responsibility of Water's Edge to maintain the painting of the parking lot, and not to tow company. I feel that because Waters Edge failed to maintain the hatching out paint in that particular space, the residents that were towed, should be reimbursed their tow expenses. Especially because the hatching out spaces on other places on the property, including the front office, are well maintained and visible. Not to mention, front office staff park their golf carts in hatched out parking spaces and fire lanes daily. I have not received an email or a call back from the corporate office, or front office management in regards to this issue. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The shower had cracks prior to move in and management made a copy of my son's note from the pediatrician indicating that he became sick. They did not make a copy of my note from my doctor.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You all stated that our renters insurance was going to cover our damaged belongings and they will not because they stated that the damage was caused due to wear and tear and it was not a plumbing issue. We have also incurred medical bills due to neglect on your behalf. Also having us stay in the home with the factory fan drying the wet area and the extremely strong smell of mold did not seem ethical. You may not have known about my families health issues in regards to me being allergic to mold and my husbands asthma but you all did know we have a baby.
Regards,
[redacted]