Laurel Glen Apartments

Customer states: The company has fixed the noise and provided me $I still am inconveniencedI still have a hole in the ceiling from them fixing the noise that I want them to fix

Company states we really want service the wall and close up the holeWe do not want to upset the customer any furtherWe would like to schedule this anytime next week except for ChristmasIf we do not receive a response we will send notice after the holidays because it is a hazard to have that there

Customer states: I am available anytime after 10AM on MondayPlease contact me for a specific scheduled time

Company states: We have issued a notice to the tenant advising that he needs to contact us so we can set up a time to work on the issueIf he does not respond by next week, we will be forced to leave a hour notice to enter and fix hole because it is a hazard

I am writing in regards to your request for a response to Complaint ID# [redacted]. I am very familiar with the situation and was personally involved in working to affect a resolution for the resident. Laurel Glen is a...

well-maintained property and this was our first experience with a pipe issue of this kind. We made every effort and spared no expense to identify the problem and to resolve it with as little inconvenience to the resident as possible. Since the pipes in question are in the walls and ceiling of his apartment, inaccessible from any attic or crawl space, the only way to access them for inspection was to open the sheetrock. To minimize any inconvenience, we first had our own maintenance team check for any readily apparent cause for the knocking sound; then hired a pest control professional to inspect the area to ensure that the noise was not being caused by squirrels or other pests. No such issues were found, so we brought in a general contractor to identify the situation, and ultimately hired a licensed plumber who was able to pinpoint the cause. The plumber was able to alleviate the issue temporarily; but the noise returned and he ultimately had to order and install special valves to alleviate the problem completely. It took the plumber three separate visits over a period of three weeks to properly diagnose the problem and to affect the necessary repairs. Plumbing costs alone were in excess of $1200. We will be happy to provide documentation for all service visits. There was nothing further we could have done from a service perspective; but we did sympathize with the resident's situation, so we deducted $200 from his next month's rent. However, he demanded a concession of an entire month's rent, despite the fact that the inconvenience was intermittent, and he was able to live in his apartment the entire time. On November 5, we offered him an additional $100, which we feel is entirely sufficient, based on the level of inconvenience and the degree of service provided. To date, there have been no complaints from other residents in his building who are served by the same plumbing system. Sincerely, [redacted] Community Director

Review: In late July I noticed a knocking on the ceiling above the guest bathroom. I had no idea what it could have been or what it was. On August 5th I reported the noise to the office via walking in. Ten days went by and still nothing had been done. I called the office again and asked, why they had not done anything about my complaint. They then scheduled an outside vendor for inspection of the noise. They found out that it was a water bubble in the pipes. The vendor left, and I spoke to the two ladies in the office and asked why the vendor did not fix the noise. They told me that they needed to find a "less inexpensive method" to fix the problem. Therefore, the noise continued till the 20th on which I called the office and asked why the problem was not resolved and they responded by saying that they will contact upper management. Two days later the district manager contacted me. I tried to explain my frustration and she simply said that it is not a new complex and was extremely rude. My girl friend at the time smirked and said even the district manager is telling you in a nice way that you are living in a dump. I said what about the inconvenience, she said I will compensate you and I asked how. She said let us resolve the problem first, which was an obnoxious knocking noise right above my bedroom from a bubble in the pipe. This could have been resolved a lot sooner then September 5th. I asked the office what was my compensation for a month of living through hell with this problem was. They told me $200 off my rent. I responded that they are giving $250 referrals and a months worth of unconvinced is only worth $200. Here we are November forth, a day shy of 3 months after I reported the problem. I still have not received any compensation. On 11/4/14 I had no answer and still the same response that they will contact upper management.Desired Settlement: I would like to be let out of my lease or a month's worth of rent, which is $1083

Business

Response:

I am writing in regards to your request for a response to Complaint ID# [redacted]. I am very familiar with the situation and was personally involved in working to affect a resolution for the resident. Laurel Glen is a well-maintained property and this was our first experience with a pipe issue of this kind. We made every effort and spared no expense to identify the problem and to resolve it with as little inconvenience to the resident as possible. Since the pipes in question are in the walls and ceiling of his apartment, inaccessible from any attic or crawl space, the only way to access them for inspection was to open the sheetrock. To minimize any inconvenience, we first had our own maintenance team check for any readily apparent cause for the knocking sound; then hired a pest control professional to inspect the area to ensure that the noise was not being caused by squirrels or other pests. No such issues were found, so we brought in a general contractor to identify the situation, and ultimately hired a licensed plumber who was able to pinpoint the cause. The plumber was able to alleviate the issue temporarily; but the noise returned and he ultimately had to order and install special valves to alleviate the problem completely. It took the plumber three separate visits over a period of three weeks to properly diagnose the problem and to affect the necessary repairs. Plumbing costs alone were in excess of $1200. We will be happy to provide documentation for all service visits. There was nothing further we could have done from a service perspective; but we did sympathize with the resident's situation, so we deducted $200 from his next month's rent. However, he demanded a concession of an entire month's rent, despite the fact that the inconvenience was intermittent, and he was able to live in his apartment the entire time. On November 5, we offered him an additional $100, which we feel is entirely sufficient, based on the level of inconvenience and the degree of service provided. To date, there have been no complaints from other residents in his building who are served by the same plumbing system. Sincerely, [redacted] Community Director

Consumer

Response:

Customer states: The company has fixed the noise and provided me $250. I still am inconvenienced. I still have a hole in the ceiling from them fixing the noise that I want them to fix.

Consumer

Response:

Customer states: I am available anytime after 10AM on Monday. Please contact me for a specific scheduled time.

Business

Response:

Company states we really want service the wall and close up the hole. We do not want to upset the customer any further. We would like to schedule this anytime next week except for Christmas. If we do not receive a response we will send notice after the holidays because it is a hazard to have that there.

Business

Response:

Company states: We have issued a notice to the tenant advising that he needs to contact us so we can set up a time to work on the issue. If he does not respond by next week, we will be forced to leave a 24 hour notice to enter and fix hole because it is a hazard.