Kensington Place Apartments

When [redacted] initially viewed apartment [redacted] at Kensington Place Apartments, I informed her the apartment had been vacant and was not ready for move in at the time of the viewing.  When the apartment was turned over to her on 2/1/2017, the apartment was in clean, move in ready condition....

This is indicated on her move in inspection form she filled out. I did let Ms. [redacted] know if she had any issues with anything to let me know and I would be glad to have it taken care of for her. After her move in she did not notify me or the office of any issues or concerns at that time.[redacted] did email me on 4/17, 4/18 ,4/19, and 4/21. I was out sick with Pneumonia when the emails were sent. Upon my return on 5/2 I received the emails from Ms. [redacted] stating she had seen spiders in her apartment and asked if it could be treated. The other emails were pictures of the spiders she saw. She did not contact the office in any other way during my leave to put in her work request. I replied to this email on 5/2 letting her know I was sorry for the delay in response; that I was out sick and that I would schedule for her apartment to be treated as soon as possible. On 5/8 [redacted] came to the building and treated her apartment for spiders per her request, which is reflected in an invoice from [redacted]. After the apartment was treated I did not hear anything from Ms. [redacted], so it was to my belief that the issue was resolved. We had no form of further contact from Ms. [redacted] relaying she was having issues of any kind.On 8/4/17 I received a call from the Revdex.com saying they had received a complaint from Ms. [redacted] regarding issues she was having in her apartment. I gave the Revdex.com my email address for the complaint to be sent to, and I reviewed it. Again, we had no form of contact from Ms. [redacted] relaying she was having any issues after the apartment was treated for spiders on 5/8. Also, I was never made aware of any problem with ants or the sprinkler heads as she stated in her complaint. She did not let us know of any issues she was having pertaining to those. After reviewing the complaint, I called Ms. [redacted] on 8/4/17 and left her a message letting her know I was just informed she was having some issues in her apartment and that I would like help to resolve any problems she might be having. I asked her to please contact the office as soon as she could so we could discuss them. In the meantime, I called and scheduled for [redacted] to come to the building and treat her apartment [redacted] for spiders, as well as ants this time. I then made a written notice stating that [redacted] is scheduled to come on 8/7/17 to treat her apartment since it was brought to my attention that day (8/4) the issue was not resolved, I also let her know they would be treating for ants as well. In the notice, I asked Ms. [redacted] to please let me know if she had any questions or concerns, and that I would be happy to address them for her. I also asked her to contact the office at her earliest convenience to address the issues she was having. Ms. [redacted] called the office back around 4:30pm on 8/4. I let her know that I was contacted by the Revdex.com and they informed me that she made a complaint and that she was having some problems. I let her know the last email we exchanged was on 5/2 and on 5/8 the [redacted] came and treated her apartment for spiders. I also let her know I had an invoice reflecting that. I told Ms. [redacted] that I hadn’t heard from her since the apartment was treated, so it was to my belief that she was no longer having any issues. I let her know that unless she contacted the office to report a problem, we had no way of knowing that there was any, and because of this we would not have the opportunity to resolve it for her. I also let her know if we would have known of any issue she was having at all, we would have gladly taken care of it for her. She told me she didn’t want to bother to us, and she didn’t know how it could be resolved. I let her know that’s what we, the Kensington Place Staff, were there for. She would not have been a bother to us at all, and I let her know that we want her to contact us with any issues so we can make sure that they are resolved properly for her. In the phone call, she stated that there were some cracks and gaps around the sprinkler heads and that she believed the spiders were coming from there. I told Ms. [redacted] that it was not safe for her to have her sprinkler heads covered and I advised her to remove anything she had used to cover them. I told her that I would put in a work order for maintenance to look at the sprinkler heads and fill any holes or cracks first thing Monday morning 8/7/17, and that [redacted] would be out Monday afternoon 8/7/17 to treat her apartment. I let her know to please contact the office or me with any concerns, issues, or work orders she may have, so I or Kensington Place Staff could make sure they were addressed. I let her know I would always be happy to address any concerns she was having and restated we can address and resolve any issues she may have as long as she communicated then to us. I also let her know that in the future if I did not return an email in a timely fashion, to give the office a call to report a problem or to put in a work request. I explained that it could mean I was out of the office, and this would assure that the problem would be addressed as soon as possible. She agreed. Before leaving work on 8/4/17, Ms. [redacted] showed me her sprinkler heads. I told her it would be address first thing Monday morning as we discussed and agreed upon earlier. Our maintenance staff and [redacted] [redacted] patched and sealed any cracks Ms. [redacted] had around her sprinkler heads on 8/7. [redacted] sprayed on 8/7, and on 8/8 [redacted] [redacted] touched up the paint around her sprinkler heads. I doubled check the work myself, and called her to follow up on 8/9. She stated that she was very happy with the work that was done. I also spoke with Ms. [redacted] on 8/12 and she said she had not seen any more spiders and she would let me know if anything changes so we could address it. I let Ms. [redacted] know if she ever has any issues with anything in the future to please contact me or the office and we would gladly help to resolve any issue she has.