Complaint ID: [redacted] March 17, 2015 Thank you for the opportunity to respond to complaint ID [redacted]. We acknowledge that a water intrusion issue is never pleasant for a resident. In response we would like to overview the facts and our response to them. Our goal is to clarify the solutions...
provided to support the resident's needs. The water intrusion issue was reported on February 21, 2015 at approximately 10:00 a.m. The resident called the community management office to report water coming through the ceiling. The community Service Technician responded immediately and within minutes the Community and Service Managers responded also. An inspection was made and the upstairs apartment was entered to find water flowing out of the bathroom. A dog had been shut in the bathroom and had broken the water valve on the toilet resulting in flooding. The service technician immediately shut off the water valve to stop the flow of water. A licensed water extraction company was called in to assist with apartment repairs. This included cutting away wet drywall to allow the wet areas to thoroughly dry out. Water extraction was completed and one fan and a dehumidifier were placed in the apartment. The extraction company estimated it would take 48-72 hours to dry out. They assessed the situation on Wednesday, March 25, 2015 and approved removal of the fan and dehumidifier. At this point, the community was able to begin dry wall repair, replacements, and painting. The drying process, drywall replacement, repairs, and painting were completed in seven days. We deem the repair and response times as exceptional. In response to the resident's needs the community offered the complementary use of the guest suite for 3 nights. The cost of using the suite ($245.00) was waived in full as a courtesy to the resident. In addition, the resident was advised that reimbursement for utility charges may be made for expenses above and beyond the norm. The community has offered (in writing) a full inspection of the apartment to confirm its current condition as a starting point for assessing any/all move-out charges related to apartment condition. Renter's insurance is the first contact to recoup losses associated with a water intrusion issue. In this case, the resident was advised to contact and make a claim with the insurance company immediately. The community did not contribute to or cause the water intrusion issue. Nor did the community contribute to any delays in the repair process. During the repair process, the community did not require the resident to take time off work to assist with or facilitate the repairs underway. Finally, the community is not contractually responsible for costs associated with the water intrusion issue and related repairs. [redacted] Community Manager
Complaint: [redacted]
I am rejecting this response because: I was affected by this incident financially and was not involved in causing it in any way. The apartment complex should have included damages to me and to their building in the repair total and enabled me to also be made whole. I was also not going to allow anyone in my apartment without my presence and repairs were put off and no contact was made except by me to confirm anything. I am wholly unsatisfied and intend to continue pursuing justice. This apartment complex is one big ripoff and I continue to wish I had not renewed my lease. Please show me as a dissatisfied tenant and I wish for my time here to reflect poorly on their tenant satisfaction should anyone contact you to inquire. Thank you.
Regards,
[redacted]
Complaint ID: [redacted] March 17, 2015 Thank you for the opportunity to respond to complaint ID [redacted]. We acknowledge that a water intrusion issue is never pleasant for a resident. In response we would like to overview the facts and our response to them. Our goal is to clarify the solutions...
provided to support the resident's needs. The water intrusion issue was reported on February 21, 2015 at approximately 10:00 a.m. The resident called the community management office to report water coming through the ceiling. The community Service Technician responded immediately and within minutes the Community and Service Managers responded also. An inspection was made and the upstairs apartment was entered to find water flowing out of the bathroom. A dog had been shut in the bathroom and had broken the water valve on the toilet resulting in flooding. The service technician immediately shut off the water valve to stop the flow of water. A licensed water extraction company was called in to assist with apartment repairs. This included cutting away wet drywall to allow the wet areas to thoroughly dry out. Water extraction was completed and one fan and a dehumidifier were placed in the apartment. The extraction company estimated it would take 48-72 hours to dry out. They assessed the situation on Wednesday, March 25, 2015 and approved removal of the fan and dehumidifier. At this point, the community was able to begin dry wall repair, replacements, and painting. The drying process, drywall replacement, repairs, and painting were completed in seven days. We deem the repair and response times as exceptional. In response to the resident's needs the community offered the complementary use of the guest suite for 3 nights. The cost of using the suite ($245.00) was waived in full as a courtesy to the resident. In addition, the resident was advised that reimbursement for utility charges may be made for expenses above and beyond the norm. The community has offered (in writing) a full inspection of the apartment to confirm its current condition as a starting point for assessing any/all move-out charges related to apartment condition. Renter's insurance is the first contact to recoup losses associated with a water intrusion issue. In this case, the resident was advised to contact and make a claim with the insurance company immediately. The community did not contribute to or cause the water intrusion issue. Nor did the community contribute to any delays in the repair process. During the repair process, the community did not require the resident to take time off work to assist with or facilitate the repairs underway. Finally, the community is not contractually responsible for costs associated with the water intrusion issue and related repairs. [redacted] Community Manager
Complaint: [redacted]
I am rejecting this response because: I was affected by this incident financially and was not involved in causing it in any way. The apartment complex should have included damages to me and to their building in the repair total and enabled me to also be made whole. I was also not going to allow anyone in my apartment without my presence and repairs were put off and no contact was made except by me to confirm anything. I am wholly unsatisfied and intend to continue pursuing justice. This apartment complex is one big ripoff and I continue to wish I had not renewed my lease. Please show me as a dissatisfied tenant and I wish for my time here to reflect poorly on their tenant satisfaction should anyone contact you to inquire. Thank you.
Regards,
[redacted]