Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
I am sorry to hear that our residents felt as though they had to reach out to you as we have worked hard to try and resolve their issues. We sympathize with their situation and realize that the maintenance has been an issue as we have experienced a large turn-over with staffing in this...
department. The issue with water getting in this townhome is due to the downspout being disconnected. We have put the downspout back on and it is secure. We also need to repair part of the exterior structure of the building, we use [redacted] Construction for those type of repairs and they have been notified. We do as feel though the downspout being in place will cure the water going into the townhome. We will agree to offer Mr. [redacted] and Ms. [redacted] $200.00 off of October rent as an inconvenience fee. We are not however liable to replace the sofa and will not agree to do so. We will schedule the repair to Mr. [redacted] and Ms. [redacted]'s vinyl however they will need to sign paperwork required by [redacted] Flooring to enter their townhome, this has been sent to the residents. Mr. [redacted] and Ms. [redacted] have also violated their lease agreement by having an unauthorized pet (cat). We have sent a letter to this affect and required that they sign a pet addendum in addition to paying the required non- refundable pet deposit of $300.00 plus the monthly fee of $25.00. Regards,Debbie J[redacted], PM Southport
am sorry to hear that our residents felt as though they had to reach out to you as we have worked hard to try and resolve their issues. We sympathize with their situation and realize that the maintenance has been an issue as we have experienced a large turn-over with staffing in this...
department. Management did provide the residents with a $100 inconvenience fee to show our intent to improve on our customer service. There was some miscommunication with Mr. & Mrs. [redacted] in regards to the timing of water being removed from their basement due to the on-call tech not being notified. We did try and explain that while an emergency work order can be submitted on the website through our resident portal in order to ensure that a tech is called out to address the problem the residents must call the office (not a "special" number) and follow instructions for an emergency issue. Mr. and Mrs. [redacted] do not feel as though this should be the case because the portal specifies "emergency" however this is the way it has to happen if someone is going to be notified after-hours. This is told to residents at move in however it is not my intention to argue the point, as I am only to explain what the procedure is currently and has been. A contractor has been working on the drainage in the area where Mr. and Mrs. [redacted] reside, it is not necessary for the contractor to enter the residence. This takes time and while we do not like that our residents are inconvenienced it is necessary while we work through resolving the basements getting wet during heavy rain falls. As for the A/C, the delay in service was for the aforementioned reasons however once maintenance was out on the call a window a/c was provided to make the residents comfortable while the part required to make the repair was ordered. The A/C needs a new compressor and it takes a little more time to get these in with our vendors due to it being the end of the season. Our management staff will agree to let Mr. and Mrs. [redacted] out of their lease with as of October 31, 2016. We feel as though this is more than fair and at this point. There isn't anything we can do to change their perception of our community so we wish them the best in the future. Regards Debbie J[redacted], PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It's only fair to us that the cost covers for half of the couch$(250) and half cost for the Xbox cord and power surge($50). A total of $300 is a fair amount for the damage done and our inconvenience.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
I am sorry to hear that our residents felt as though they had to reach out to you as we have worked hard to try and resolve their issues. We sympathize with their situation and realize that the maintenance has been an issue as we have experienced a large turn-over with staffing in this...
department. The issue with water getting in this townhome is due to the downspout being disconnected. We have put the downspout back on and it is secure. We also need to repair part of the exterior structure of the building, we use [redacted] Construction for those type of repairs and they have been notified. We do as feel though the downspout being in place will cure the water going into the townhome. We will agree to offer Mr. [redacted] and Ms. [redacted] $200.00 off of October rent as an inconvenience fee. We are not however liable to replace the sofa and will not agree to do so. We will schedule the repair to Mr. [redacted] and Ms. [redacted]'s vinyl however they will need to sign paperwork required by [redacted] Flooring to enter their townhome, this has been sent to the residents. Mr. [redacted] and Ms. [redacted] have also violated their lease agreement by having an unauthorized pet (cat). We have sent a letter to this affect and required that they sign a pet addendum in addition to paying the required non- refundable pet deposit of $300.00 plus the monthly fee of $25.00. Regards,Debbie J[redacted], PM Southport
am sorry to hear that our residents felt as though they had to reach out to you as we have worked hard to try and resolve their issues. We sympathize with their situation and realize that the maintenance has been an issue as we have experienced a large turn-over with staffing in this...
department. Management did provide the residents with a $100 inconvenience fee to show our intent to improve on our customer service. There was some miscommunication with Mr. & Mrs. [redacted] in regards to the timing of water being removed from their basement due to the on-call tech not being notified. We did try and explain that while an emergency work order can be submitted on the website through our resident portal in order to ensure that a tech is called out to address the problem the residents must call the office (not a "special" number) and follow instructions for an emergency issue. Mr. and Mrs. [redacted] do not feel as though this should be the case because the portal specifies "emergency" however this is the way it has to happen if someone is going to be notified after-hours. This is told to residents at move in however it is not my intention to argue the point, as I am only to explain what the procedure is currently and has been. A contractor has been working on the drainage in the area where Mr. and Mrs. [redacted] reside, it is not necessary for the contractor to enter the residence. This takes time and while we do not like that our residents are inconvenienced it is necessary while we work through resolving the basements getting wet during heavy rain falls. As for the A/C, the delay in service was for the aforementioned reasons however once maintenance was out on the call a window a/c was provided to make the residents comfortable while the part required to make the repair was ordered. The A/C needs a new compressor and it takes a little more time to get these in with our vendors due to it being the end of the season. Our management staff will agree to let Mr. and Mrs. [redacted] out of their lease with as of October 31, 2016. We feel as though this is more than fair and at this point. There isn't anything we can do to change their perception of our community so we wish them the best in the future. Regards Debbie J[redacted], PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It's only fair to us that the cost covers for half of the couch$(250) and half cost for the Xbox cord and power surge($50). A total of $300 is a fair amount for the damage done and our inconvenience.
Regards,
[redacted]