Malvern Lakes Apartments

I only partially accept the company's response I disagree that they placed many phone calls to me as I received noneAlso, I made complaints about my heat starting in October - I had different maintenance workers come to "fix" the problem & none actually did anything I did not grant permission to enter my apartment as the workers were never the same, I had no idea who management was, and I did not want strangers to enter when I was not there (the previous maintenance supervisor was trustworthy & always had permission) My heat finally(!!) works, after spending months with below tolerable temps My bathroom water stains were painted, after being told they have no idea where they came from The emails that were not [redacted] to the company's response were the ones in which the staff accused me of causing the stains Even after explaining I was not present at the time of the leak, I was told it must have been something I'd done to cause itMy lighting in the bathroom was NOT fixed & continues to short circuit when used My kitchen bulbs were replaced but the light flickers & has not been fixed despite my request to the current maintenance supervisor (Stacy) This is the least of my concerns however As shown in the [redacted] photo, I continue to have leaks from my ceiling I was told the water heater in the vacant apartment above me had sprung a leak Apparently the water heater was not fixed, as the ceiling began to leak again a few days later You can see in the photos the stains have two rings to them, from each of the leaks The leak extended more than halfway across my guest bedroom (which thankfully I don't have anyone staying in, since the room is in shambles) I had to move everything to one side of the room to prevent damages I'm afraid to move things back, as the water heater is not being replaced upstairs & is likely to leak againI am extremely unhappy with my current living situation I'm currently unable to use my guest bathroom or bedroom due to the lighting and water concerns I feel I should have a reduced payment until these issues are resolved, as the space is unusable! [redacted]

I only partially accept the company's response.  I disagree that they placed many phone calls to me as I received none. Also, I made complaints about my heat starting in October - I had 3 different maintenance workers come to "fix" the problem & none actually did anything.  I did not grant permission to enter my apartment as the workers were never the same, I had no idea who management was, and I did not want strangers to enter when I was not there (the previous maintenance supervisor was trustworthy & always had permission).  
My heat finally(!!) works, after spending months with below tolerable temps.  My bathroom water stains were painted, after being told they have no idea where they came from.  The emails that were not [redacted] to the company's response were the ones in which the staff accused me of causing the stains.  Even after explaining I was not present at the time of the leak, I was told it must have been something I'd done to cause it.
My lighting in the bathroom was NOT fixed & continues to short circuit when used.  My kitchen bulbs were replaced but the light flickers & has not been fixed despite my request to the current maintenance supervisor (Stacy).  This is the least of my concerns however.  
As shown in the [redacted] photo, I continue to have leaks from my ceiling.  I was told the water heater in the vacant apartment above me had sprung a leak.  Apparently the water heater was not fixed, as the ceiling began to leak again a few days later.  You can see in the photos the stains  have two rings to them, from each of the leaks.  The leak extended more than halfway across my guest bedroom (which thankfully I don't have anyone staying in, since the room is in shambles).  I had to move everything to one side of the room to prevent damages.  I'm afraid to move things back, as the water heater is not being replaced upstairs & is likely to leak again.
I am extremely unhappy with my current living situation.  I'm currently unable to use my guest bathroom or bedroom due to the lighting and water concerns.  I feel I should have a reduced payment until these issues are resolved, as the space is unusable!
[redacted]

Review: I've had numerous maintenance issues while living in this complex (since May 2014). My heat was not working properly & despite multiple service requests since October, my heat was not repaired until just last week (January). I've had issues with lighting (some electrical, causing concern over potential fire starting). Over the holidays I was away, & returned to find several water stains on my ceiling as well as water pooled in my bathroom, all of which clearly indicated a leak during the weeks I was away. Upon reporting this to the leasing agent (since we no longer have a property manager), I was told I must have taken too long a shower (while I was not here?) & there was no leak - mind you, no one has come to inspect the stains/leaks. I've taken photos of the minor damages, but have asked (& been denied) that the drywall and pipes be checked to determine the leak source. I feel unsafe leaving items around as there were multiple leak/water stains throughout the apartment & I have no idea if another leak could come at any time. The complex is refusing to inspect the issue.Desired Settlement: I understand this is not a Revdex.com Accredited company, however I wanted to file a report regardless. I only want my apartment inspected & repaired as needed!

Business

Response:

Dear [redacted]This letter is in response to the complaint that you received from [redacted] a resident of Malvern Lakes Apartments in Fredericksburg, VA.Complaint 1: HV AC

[redacted] put in a service request on June 9, 2014 for her A/C not working. She stated that the temperature would not drop below 80 degrees. Maintenance was sent to her apartment on June 10, 2014 and the repair was completed. The next time that we received a service request regarding her A/C was on December 4, 2014 and again on December 5th_ This time she stated that her thermostat would not reach the set temperature. She also said that she didn't want anyone in her apartment without her being present. We called her on December 5th, December 8th and December 1 I left a message each time asking her to contact the office so that we can gain access to her home in order to complete her service request. She did not respond to any phone calls. We then sent an email on December 13th (see [redacted]) requesting access to her apartment. She responded and we took care of her service request that day. We received another service ticket early the next morning stating that her A/C is still not working properly. We responded via email the same day to let her know that we would be there to take care of it and received a response that she was not home and had left town for the holidays. We advised her to contact our office when she returned so that we could complete the request. When she returned on January 7, 2015 her request was taken care of. She did confirm that the work was completed. The delay in repairs was due to [redacted] not granting permission for us to enter her home unless she was present.Complaint 2: LightingAugust 18, 2014 Ms. [redacted] put in a service request regarding her lights flickering and smells like hot glue gun. We sent one of our Maintenance Technicians to her apartment on August 21st to repair the problem (see [redacted]). On January 6, 2015 she put in a service request for her kitchen light and requested that we replace the bulbs. · She also requested that her bathroom fixture be replacedbecause she was told it would be by a previous employee. We contacted her to schedule a time to complete this request when she was at home. She scheduled for January 9, 2015. Our ServiceManager went to her home and replaced the bulbs. He informed her that there were no issues with the bathroom fixture; it was ·the switch that was not working properly. He repaired that as welland [redacted] seemed to be satisfied. Complaint 3: Water intrusion On January 6, 2015 Ms. [redacted] claimed that she arrived home from the holidays and noticed multiple water stains on the ceilings of her master bedroom, bathroom, and living room. She contacted the office and on January 9, 2015 and our Service Manager went to her home and inspected the apartment above for any leaks. The above apartment located directly above her was vacant and no leaks were observed. ln the vacant apartment he inspected the seal around the commode, checked all plumbing and no leaks were found. While inspecting [redacted]s home; he noted that if looked as if there may have been a leak in the past. The stains were dry and no moisture was found p:resent in the drywall.I ([redacted]) have communicated with Ms. [redacted] on January 12th and addressed all of her issues and made sure she was satisfied with all of the repairs. We conformed with her that all of the work needed in her apartment was taken care of (email communications [redacted]).

Consumer

Response:

I only partially accept the company's response. I disagree that they placed many phone calls to me as I received none. Also, I made complaints about my heat starting in October - I had 3 different maintenance workers come to "fix" the problem & none actually did anything. I did not grant permission to enter my apartment as the workers were never the same, I had no idea who management was, and I did not want strangers to enter when I was not there (the previous maintenance supervisor was trustworthy & always had permission).