Hidden Hills Apartments

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 For your reference, details of the offer I reviewed appear below Regards, [redacted] I read the response from the Hidden Hills and I do not agree with their responseThey've stated we sprayed a chemical to get rid of urine stains and odor from my dogs but that is not true!My husband told the maintenance guy that he used a mold control chemical to get rid of mold smell in our bedroom and also who let dogs pee in the bedroom? Also when two different vendors came out to inspect our place they both noticed the carpet was moisture inside of the closet and at that time the Hidden Hills maintenance guy told the hygienist my husband sprayed a chemical that's why the carpet was moistureSo when I told my husband about this later, he told me he never sprayed a chemical inside of closetSo it tells the carpet can't be moisture without any reasonWhen second vendor came out they told my husband that we definitely have mold in our bedroom and in order to fix the problem they have to cut dry walls in our closetBut the Hidden Hills didn't approve to cut the dry walls in our bedroomAfter we've had slab leaks times previously how can we not think we might have mold in our bedroom and also smell was bad! Also the Hidden Hills stated the work of replacement was hindered and delayed because we did not allow them to come in to get job done? That is not true eitherI don't know how many times I called the office and left the message and they've never respond us back in timely manner and there was no action taken when we called and talked about the issue so I had to call corporate to fix the issueIf they did respond back to us in timely manner why should I have to call the corporate? We've suffered long enough through all this matter and we just wanted to be over but when I read their response back to Revdex.com it makes us really rethink and how they've been treating resident in pastI've requested since two vendors confirm that our carpet was moisture and the second vendor said that we have molds in our bedroom that we want them- to cut dry walls and make sure there's no mold issue behind the walls and requested to replace vinyl and carpet our bedroomBegging they denied and only washed the carpet instead of replace themWe've waited long enough since they weren't response back to us in timely manner so I contacted the corporate and told them if they can't figure this problem we'll call the service our own and submit the receipt to the Hidden HillsAnd next day the Hidden Hills called us, told us they will replace the vinyl onlyI sent an email to the corporate manager and complaint again, they finally called us back they will replace the carpet We've paid for two bed and bathroom but we were only able to use one bedroom and bathroom for over monthI'm curious why they left dehumidifiers and other dry machine in bedroom whey they took out vinyl for daysIf there're no moisture then they shouldn't have to leave the machines and kept running for daysWe even had to call office and asked them how long and why they had to keeping running these machines because the power was keep trippingI had to dry my hair in the kitchen and there was no light in bathroom we can use while the machines were runningThey've replaced the carpet and vinyl but they didn't cut dry walls to check for mold issue and I've also requested the refund for using one bedroom and bathroom but they deniedUntil I read their response we didn't want to go over this with them ever again and waist my time and energy for thisI still don't understand what took them so long to take care the residents' problem and what they've done to residentThank you,

Revdex.com ID: [redacted] Complaint Response     Thank you for informing us of Mrs. [redacted]’s comments. We appreciate her taking the time to voice her concerns regarding the recent issues she has experienced in her apartment home at Hidden Hills.   In an effort to gather information to...

effectively respond to Ms. [redacted]’s complaint, our Management Team has listed below a detailed time table that specifically outlines our response to Service in Ms. [redacted]’s apartment. As of July 8, 2015 the maintenance request has been completed and closed.   On 2/17/2015, Hidden Hills received a maintenance request regarding a discoloration of the bathroom vinyl.  Upon initial inspection it was determined the discoloration was a product issue and not mold related.  This was treated accordingly and the work order was closed out with the acknowledgment of our residents.   Following the initial request in February, we received a maintenance request from our resident, Ms. [redacted], on 5/20/2015 asking that we inspect her wet carpet.   The carpet was found to be moist under a plastic container in the closet only. At the residents request another inspection was made of the bathroom vinyl and also the bedroom carpet as the resident stated the carpet was moist to the touch everywhere.  This inspection revealed no mold on the vinyl (as was our previous finding) and when the carpet was pulled back no moisture was found underneath on the padding or concrete slab.  It was determined the carpet was moist due to the resident spraying a chemical to rid the carpet of urine stains and odor from two dogs also occupying the unit; to confirm this finding, the chemical spray was shown to maintenance by the resident.    At the residents request for a more thorough inspection of these areas, Hidden Hills called in two vendors who are professionals in mold remediation and the reports were returned stating that the “moisture levels in the home are too low to detect harmful mold.”  The inspections were conducted in June.   After corresponding via email and over the phone as well as in-person meetings with Ms. [redacted] and her husband, although inconclusive reports were drawn from inspections, as a Customer Service Gesture, the vinyl in the bathroom and the carpet throughout the apartment was replaced.  While we did our best to accommodate Ms. [redacted] in regards to the timing of the project, the work of replacement was hindered and delayed due to the time restraints the residents would allow us to come in to work and complete the jobs.    Ms. [redacted] has specifically requested rent credit however we found that to be an unreasonable request given the findings of our specialist’s reports and the responsiveness of our Management Team. Additionally, throughout the time the service requests remained open, we have provided all requirements of housing in addition to timely service and responsiveness.   Because we could not meet Ms. [redacted] specific demands - in addition to replacing the vinyl and carpet in the home, she was also given a compensation amount for their inconvenience and they currently have a credit on their rental account. Given her dissatisfaction with her residency and the level of service she feels she has received, we have also offered her to be let out of her lease waiving the penalty.   We find it unfortunate that Ms. [redacted] remains dissatisfied with her living situation and sincerely regret that we cannot meet her demands further than what we have already completed.   Sincerely,

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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I read the response from the Hidden Hills and I do not agree with their response. They've stated we sprayed a chemical to get rid of urine stains and odor from my dogs but that is not true!My husband told the maintenance guy that he used a mold control chemical to get rid of mold smell in our bedroom and also who let dogs pee in the bedroom? Also when two different vendors came out to inspect our place they both noticed the carpet was moisture inside of the closet and at that time the Hidden Hills maintenance guy told the hygienist my husband sprayed a chemical that's why the carpet was moisture. So when I told my husband about this later, he told me he never sprayed a chemical inside of closet. So it tells the carpet can't be moisture without any reason. When second vendor came out they told my husband that we definitely have mold in our bedroom and in order to fix the problem they have to cut dry walls in our closet. But the Hidden Hills didn't approve to cut the dry walls in our bedroom. After we've had slab leaks 3 times previously how can we not think we might have mold in our bedroom and also smell was bad! Also the Hidden Hills stated the work of replacement was hindered and delayed because we did not allow them to come in to get job done? That is not true either. I don't know how many times I called the office and left the message and they've never respond us back in timely manner and there was no action taken when we called and talked about the issue so I had to call corporate to fix the issue. If they did respond back to us in timely manner why should I have to call the corporate? We've suffered long enough through all this matter and we just wanted to be over but when I read their response back to Revdex.com it makes us really rethink and how they've been treating resident in past. I've requested since two vendors confirm that our carpet was moisture and the second vendor said that we have molds in our bedroom that we want them- to cut dry walls and make sure there's no mold issue behind the walls and requested to replace vinyl and carpet our bedroom. Begging they denied and only washed the carpet instead of replace them. We've waited long enough since they weren't response back to us in timely manner so I contacted the corporate and told them if they can't figure this problem we'll call the service our own and submit the receipt to the Hidden Hills. And next day the Hidden Hills called us, told us they will replace the vinyl only. I sent an email to the corporate manager and complaint again, they finally called us back they will replace the carpet.  We've paid for two bed and 1.5 bathroom but we were only able to use one bedroom and bathroom for over month. I'm curious why they left dehumidifiers and other dry machine in bedroom whey they took out vinyl for 3 days. If there're no moisture then they shouldn't have to leave the machines and kept running for 3 days. We even had to call office and asked them how long and why they had to keeping running these machines because the power was keep tripping. I had to dry my hair in the kitchen and there was no light in bathroom we can use while the machines were running. They've replaced the carpet and vinyl but they didn't cut dry walls to check for mold issue and I've also requested the refund for using one bedroom and bathroom but they denied. Until I read their response we didn't want to go over this with them ever again and waist my time and energy for this. I still don't understand what took them so long to take care the residents' problem and what they've done to resident. Thank you,

Review: My name is [redacted] and my husband and I have been lived in Hidden Hills Apartment for almost 5 years. We can not express enough how frustrated we are living in this place and lack of service we've been received through the Hidden Hills management team as well as Sequoia Equity manager . We supposed to have the quality living experience through the Sequoia as this is your mission but we have had terrible services from Hidden Hills management team.

We have told the office management team that we think we have mold on our flooring (vinyl) in our place and asked them to check for any issues before it gets worst since we have had water leak twice. The floor(vinyl) stared turning black after water leak.

But they didn't really take it as seriously when we told them and the maintenance told us the black spots showing on vinyl were not mold. One day we've noticed the carpet was wet again and called the office because we concerned we might have mold in our place but they told us again there is no mold. We've started smell bad odor in our bedroom and it got worst and so we ended up moving our bed out of the bedroom because we couldn't sleep in the bedroom. We couldn't see the molds but the smells like mold in our bedroom.At same time, my skin started itchy and rash without any reason. The doctor couldn't figured it out even with the blood test. The doctor told me that I have to go see a specialist for this type of allergy. We called to corporate office because were getting same respond and nothing get resolved through the Hidden Hills Management team and had to leave message. We wanted to talk to a manager at corporate office but someone else called us and helped us to inspect our place for molds. Fist inspector team came out told us that our carpet in our closet is moisture. The carpet has been like that almost a year. After that the Hidden Hills management sent out carpet cleaner and cleaned the carpet. We requested to replace the vinyl but they still haven't replaced yet.Desired Settlement: We requested to replace the vinyl but the management told us they can replace by next Wednesday for sure once corporate approved. Instead of replace the vinyl they sent out second inspector team. The second inspector team told us we'll definitely have molds as soon as they inspected our place. To get rid of molds they suggested to cut dry walls and they left. After that the Hidden Hills management team sent first inspector team out our place and removed the vinyl and left 2 dehumidifiers and dryer in our bedroom.At this point, we don't really know who to trust and why they left dehumidifiers our room for 4 days if we don't have problem in our place. This is not everything, our place is smells like hell and have to wash all our clothing before wearing them and can't even turn on AC even with the hot weather and have not slept our bedroom for almost for over month and couldn't even use the bathroom. We had to dry hairs in kitchen. What if we have only one bedroom and one bathroom then we had no place to sleep and have been using same bathroom usually we only use for our dogs. Hidden Hills can't deserve over $1800 monthly rent with this type of service! We called the Hidden Hills office after third days of running dehumidifiers because of no one was checking with us and letting us know when they are going to remove the humidifiers and replacing vinyl. So we called the corporate office and left messages twice to manager but even coporate office manager has not been called us yet. We are paying over $1800 a month and this is the service we are getting from the office and corporate manager. The office management told us the vinyl will be replace by today but they have not replaced yet. The day is almost over. We are sick and tired of waiting and hearing it will be done by tomorrow tomorrow... lying and excuse... We can't even rest our days off and living experience at Hidden Hills like terrible and hell !!! We are very disappointed with the Sequoia Equity management. We've stared to telling everyone our experience with Hidden Hills. We just don't want to have other people have same experience like we have. We hope someone in Sequoia Equity can listen and take care and treat the people like their family.

Business

Response:

Revdex.com ID: [redacted] Complaint Response Thank you for informing us of Mrs. [redacted]’s comments. We appreciate her taking the time to voice her concerns regarding the recent issues she has experienced in her apartment home at Hidden Hills. In an effort to gather information to effectively respond to Ms. [redacted]’s complaint, our Management Team has listed below a detailed time table that specifically outlines our response to Service in Ms. [redacted]’s apartment. As of July 8, 2015 the maintenance request has been completed and closed. On 2/17/2015, Hidden Hills received a maintenance request regarding a discoloration of the bathroom vinyl. Upon initial inspection it was determined the discoloration was a product issue and not mold related. This was treated accordingly and the work order was closed out with the acknowledgment of our residents. Following the initial request in February, we received a maintenance request from our resident, Ms. [redacted], on 5/20/2015 asking that we inspect her wet carpet. The carpet was found to be moist under a plastic container in the closet only. At the residents request another inspection was made of the bathroom vinyl and also the bedroom carpet as the resident stated the carpet was moist to the touch everywhere. This inspection revealed no mold on the vinyl (as was our previous finding) and when the carpet was pulled back no moisture was found underneath on the padding or concrete slab. It was determined the carpet was moist due to the resident spraying a chemical to rid the carpet of urine stains and odor from two dogs also occupying the unit; to confirm this finding, the chemical spray was shown to maintenance by the resident. At the residents request for a more thorough inspection of these areas, Hidden Hills called in two vendors who are professionals in mold remediation and the reports were returned stating that the “moisture levels in the home are too low to detect harmful mold.” The inspections were conducted in June. After corresponding via email and over the phone as well as in-person meetings with Ms. [redacted] and her husband, although inconclusive reports were drawn from inspections, as a Customer Service Gesture, the vinyl in the bathroom and the carpet throughout the apartment was replaced. While we did our best to accommodate Ms. [redacted] in regards to the timing of the project, the work of replacement was hindered and delayed due to the time restraints the residents would allow us to come in to work and complete the jobs. Ms. [redacted] has specifically requested rent credit however we found that to be an unreasonable request given the findings of our specialist’s reports and the responsiveness of our Management Team. Additionally, throughout the time the service requests remained open, we have provided all requirements of housing in addition to timely service and responsiveness. Because we could not meet Ms. [redacted] specific demands - in addition to replacing the vinyl and carpet in the home, she was also given a compensation amount for their inconvenience and they currently have a credit on their rental account. Given her dissatisfaction with her residency and the level of service she feels she has received, we have also offered her to be let out of her lease waiving the penalty. We find it unfortunate that Ms. [redacted] remains dissatisfied with her living situation and sincerely regret that we cannot meet her demands further than what we have already completed. Sincerely,

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Regards,

I read the response from the Hidden Hills and I do not agree with their response. They've stated we sprayed a chemical to get rid of urine stains and odor from my dogs but that is not true!My husband told the maintenance guy that he used a mold control chemical to get rid of mold smell in our bedroom and also who let dogs pee in the bedroom? Also when two different vendors came out to inspect our place they both noticed the carpet was moisture inside of the closet and at that time the Hidden Hills maintenance guy told the hygienist my husband sprayed a chemical that's why the carpet was moisture. So when I told my husband about this later, he told me he never sprayed a chemical inside of closet. So it tells the carpet can't be moisture without any reason. When second vendor came out they told my husband that we definitely have mold in our bedroom and in order to fix the problem they have to cut dry walls in our closet. But the Hidden Hills didn't approve to cut the dry walls in our bedroom. After we've had slab leaks 3 times previously how can we not think we might have mold in our bedroom and also smell was bad! Also the Hidden Hills stated the work of replacement was hindered and delayed because we did not allow them to come in to get job done? That is not true either. I don't know how many times I called the office and left the message and they've never respond us back in timely manner and there was no action taken when we called and talked about the issue so I had to call corporate to fix the issue. If they did respond back to us in timely manner why should I have to call the corporate? We've suffered long enough through all this matter and we just wanted to be over but when I read their response back to Revdex.com it makes us really rethink and how they've been treating resident in past.