***, This complaint was resolved on May and the documentation and resolution was to be handled by the regional supervisor, who I was informed did respond to youAttached here is the documentation I submitted to the supervisor, the property manager, and Ms***Ms*** has been sent a refund check for the portion of her security deposit she paid less the fees she is responsible for. I was in constant contact will Ms*** once I was informed of the complaint and sent her a final accounting statement with corrections and courtesy creditsI also sent to her in an email a copy of the carpet invoices, showing that we had attempted to have it shampooed, but the vendor stated the pet stains and odors were too powerful and the carpet needed replacement. She stated below in the email thread “Except the carpet didn't smellIf it had it would have been apparent in the walk throughPlus the dog wasn't in the second bedroom ever the room was used for storage onlyHow did a pet ell up a room they did go in?? I know I'm responsible IF I damaged the carpets but the dog never urinated on them so how could the pads smell? My fight here is that I dispute the allegations that l left the carpet smelly and why it didn't smell at all during the inspection.” Although she may have used chemical and solvents to take care of the smell, those were only a temporary fix to the problemMs*** was not present during the inspection The odor returned after the sprays diminished, per the managerAll attempts to clean the carpet and remove the smells were unsuccessful, therefore the carpet had to be replace, and Ms*** is responsible to pay for the costs of the replacement of the carpet. I also spoke with the manager of the property during this review regarding this issue, and she stated that the resident called a couple weeks prior to move out and stated that “I am moving out and you may need to replace the carpet, as my pet was very sick”. The resident is responsible for the carpet replacement per their lease agreement and pet agreementI removed some of the monthly pet fees as a courtesy for her. I already corrected the move out as a courtesy per Ms***’s statement that she moved out on 4/and not 4/She was not on site during the move out inspection, her family member was, and they did not sign the move out inspection form on her behalf or date itThe move out inspection form is in the attachment with the final account statementI emailed this statement to Ms*** on 5/25, and a copy was also mailed to her last known addressHer refund check was sent out on 6/I had not heard back from Msm since I emailed her on 5/25, so we assumed this matter was resolved and she was satisfied. Please let me know if I can be of further assistance regarding this matter. Warm regards, Ken S*Property AccountantMonarch Properties, Inc
From: Casa Tierra Manager Sent: Friday, September 01, 11:AMTo: Sandy S*** Subject: Revdex.com complaintGood Morning,I received the complaint from sandia shadows on 8/22/17. The complaint was sent to the wrong email. I emailed ***k (resident) the following
day to ensure we had a paper trail. Debbie left a message on 8/as she was calling back all service requests since June (customer service and introduction) about his A/C. He hasn’t called back to tell us if it is working ok. Please see my response belowPlease let me know how to proceed.Thank you,Melanie FCommunity ManagerCasa Tierra ApartmentsSan Pedro NEAlbuquerque, New Mexcio 87109** ***
*** ***
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***From: *** *** *** Sent: Wednesday, August 23, 1:PMTo: Casa Tierra ManagerSubject: Re: Service issuesHello, Thank you for reaching out to meI am not expecting these issues to be addressed overnight, as there are a lot, but I appreciate you giving this attentionI'll make a list for you as that may be easier.1) The air conditioning blows very weakly (so does the heat) and the unit seems to freeze up every few days even though the thermostat is set for degrees, forcing me to turn the A/C off and run the fan for a few hours when it's extremely hotI would like someone to look at the unit and make sure it doesn't need more Freon or something*** *** will be out today to assess the unit.2) Maintenance broke on of the small glass shades on the three light fixture in the kitchen back in FebruaryThey have never replaced it.Replaced4) The bottom of the cabinet under the kitchen sink has collapsedWaiting on the wood to come in from HD to replace. Resident is aware5) One of the fan blades in the living room is slanted in the opposite direction of the othersIt makes the fan useless to cool the roomMaintenance has seen it and said they would fix it but never haveCeiling fan will be replaced today6) We were told the landscapers would come and do a basic clean up of our backyard three months agoWe have a number of small trees growing and damaging the brickworkIt's not safe for my daughter???? I don’t believe they offer that service. Should I call *** or have Raul pull them out???7) The "carpet" outside our front door was torn out shortly after I had major spine surgery in March because my walker was catching on the ripsI no longer need the walker but the cement is cracked and rough and dangerousWe were told management was going to replace all the outdoor carpet in the complex but obviously that never happenedThis is something he requested, not necessarily a trip hazard it just looks bad due to the old glue. Do you want me to call someone to replace? If so who? Or do I have Raul get from *** and do it himself?8) The ceiling fan in the right guest bedroom is extremely loud and unbalanced.This has been correctedI believe that is everythingMy only other question that hasn't really been addressed is what will happen when we move out when our lease comes upThere was never a traditional walk-through of the apartment before we moved in because we were moving from a two bedroom apartment in the complex and the carpet wasn't in the best shape when we moved inPrevious ownership said not to worry about it but with new owners, I don't want to get blamed for tears in the carpet that were hear beforeHe will not be held accountable in “reason” unless there are major damages.Thank you again,*** ***On Aug 22, 1:PM, "Casa Tierra Manager" ***> wrote:Good afternoon Mark,I would like to introduce myself. I am the new manager here at Casa Tierra. It appears that you have been here a while so you have probably seen managers come and go. I understand you have had some issues getting your service requests taken care of? I want to quickly rectify your issues. I apologize you have had to wait so long and your needs have not been met. Please allow me to try and make this better for you. Below are the items I still show have been put in our system. Please let me know if there are others and what (out of the list) you are still waiting on. I value as a resident and want to make sure you are taken care of. Thank you for your time and I look forward to meeting you soon
This is an incomplete complaint. Monarch Properties, Inc. manages over 100 properties and no where in the complaint does it state the name of the property that the resident lived at or the address of the property. Please determine the location/name of the apartment community so that we...
can research the complaint and provide an answer. Chris S[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reject the response in so far as they are still lying. I didn't not leave the carpets "smelling". The fact that I asked the manager about a stain does not mean I admitted to smelling the carpets up. The manager tried to pressure me to replace the carpets before she even stepped foot in the place. They know I cannot disprove a negative and the carpets are gone so how do I convince anyone I'm telling the truth? They also keep saying that I didn't something wrong by not being present at the walkthrough but the manager gave me permission to send a family member then never supplied the notes as she promised so they say I didn't do something when I followed the managers instructions. I tried to call the carpet company but the owner said he didn't do the cleaning and didn't know who on his team did it just that they do work there a lot so I couldn't get any info from that place on the supposed smell. I stand by my statements that I deserved a larger refund as I didn't not ruin the carpets. That having been said, I do not intend to persue this further. I'm ready to put the horrible experience and horrible company behind me and move on. So I accept the response as is so that the matter can be considered done. Thank you,
[redacted]
***, This complaint was resolved on May and the documentation and resolution was to be handled by the regional supervisor, who I was informed did respond to youAttached here is the documentation I submitted to the supervisor, the property manager, and Ms***Ms*** has been sent a refund check for the portion of her security deposit she paid less the fees she is responsible for. I was in constant contact will Ms*** once I was informed of the complaint and sent her a final accounting statement with corrections and courtesy creditsI also sent to her in an email a copy of the carpet invoices, showing that we had attempted to have it shampooed, but the vendor stated the pet stains and odors were too powerful and the carpet needed replacement. She stated below in the email thread “Except the carpet didn't smellIf it had it would have been apparent in the walk throughPlus the dog wasn't in the second bedroom ever the room was used for storage onlyHow did a pet ell up a room they did go in?? I know I'm responsible IF I damaged the carpets but the dog never urinated on them so how could the pads smell? My fight here is that I dispute the allegations that l left the carpet smelly and why it didn't smell at all during the inspection.” Although she may have used chemical and solvents to take care of the smell, those were only a temporary fix to the problemMs*** was not present during the inspection The odor returned after the sprays diminished, per the managerAll attempts to clean the carpet and remove the smells were unsuccessful, therefore the carpet had to be replace, and Ms*** is responsible to pay for the costs of the replacement of the carpet. I also spoke with the manager of the property during this review regarding this issue, and she stated that the resident called a couple weeks prior to move out and stated that “I am moving out and you may need to replace the carpet, as my pet was very sick”. The resident is responsible for the carpet replacement per their lease agreement and pet agreementI removed some of the monthly pet fees as a courtesy for her. I already corrected the move out as a courtesy per Ms***’s statement that she moved out on 4/and not 4/She was not on site during the move out inspection, her family member was, and they did not sign the move out inspection form on her behalf or date itThe move out inspection form is in the attachment with the final account statementI emailed this statement to Ms*** on 5/25, and a copy was also mailed to her last known addressHer refund check was sent out on 6/I had not heard back from Msm since I emailed her on 5/25, so we assumed this matter was resolved and she was satisfied. Please let me know if I can be of further assistance regarding this matter. Warm regards, Ken S
*Property AccountantMonarch Properties, Inc
From: Casa Tierra Manager Sent: Friday, September 01, 11:AMTo: Sandy S*** Subject: Revdex.com complaintGood Morning,I received the complaint from sandia shadows on 8/22/17. The complaint was sent to the wrong email. I emailed ***k (resident) the following
Community ManagerCasa Tierra ApartmentsSan Pedro NEAlbuquerque, New Mexcio 87109** ***
day to ensure we had a paper trail. Debbie left a message on 8/as she was calling back all service requests since June (customer service and introduction) about his A/C. He hasn’t called back to tell us if it is working ok. Please see my response belowPlease let me know how to proceed.Thank you,Melanie F
*** ***
***
***From: *** *** *** Sent: Wednesday, August 23, 1:PMTo: Casa Tierra ManagerSubject: Re: Service issuesHello, Thank you for reaching out to meI am not expecting these issues to be addressed overnight, as there are a lot, but I appreciate you giving this attentionI'll make a list for you as that may be easier.1) The air conditioning blows very weakly (so does the heat) and the unit seems to freeze up every few days even though the thermostat is set for degrees, forcing me to turn the A/C off and run the fan for a few hours when it's extremely hotI would like someone to look at the unit and make sure it doesn't need more Freon or something*** *** will be out today to assess the unit.2) Maintenance broke on of the small glass shades on the three light fixture in the kitchen back in FebruaryThey have never replaced it.Replaced4) The bottom of the cabinet under the kitchen sink has collapsedWaiting on the wood to come in from HD to replace. Resident is aware5) One of the fan blades in the living room is slanted in the opposite direction of the othersIt makes the fan useless to cool the roomMaintenance has seen it and said they would fix it but never haveCeiling fan will be replaced today6) We were told the landscapers would come and do a basic clean up of our backyard three months agoWe have a number of small trees growing and damaging the brickworkIt's not safe for my daughter???? I don’t believe they offer that service. Should I call *** or have Raul pull them out???7) The "carpet" outside our front door was torn out shortly after I had major spine surgery in March because my walker was catching on the ripsI no longer need the walker but the cement is cracked and rough and dangerousWe were told management was going to replace all the outdoor carpet in the complex but obviously that never happenedThis is something he requested, not necessarily a trip hazard it just looks bad due to the old glue. Do you want me to call someone to replace? If so who? Or do I have Raul get from *** and do it himself?8) The ceiling fan in the right guest bedroom is extremely loud and unbalanced.This has been correctedI believe that is everythingMy only other question that hasn't really been addressed is what will happen when we move out when our lease comes upThere was never a traditional walk-through of the apartment before we moved in because we were moving from a two bedroom apartment in the complex and the carpet wasn't in the best shape when we moved inPrevious ownership said not to worry about it but with new owners, I don't want to get blamed for tears in the carpet that were hear beforeHe will not be held accountable in “reason” unless there are major damages.Thank you again,*** ***On Aug 22, 1:PM, "Casa Tierra Manager" ***> wrote:Good afternoon Mark,I would like to introduce myself. I am the new manager here at Casa Tierra. It appears that you have been here a while so you have probably seen managers come and go. I understand you have had some issues getting your service requests taken care of? I want to quickly rectify your issues. I apologize you have had to wait so long and your needs have not been met. Please allow me to try and make this better for you. Below are the items I still show have been put in our system. Please let me know if there are others and what (out of the list) you are still waiting on. I value as a resident and want to make sure you are taken care of. Thank you for your time and I look forward to meeting you soon
Of course sorry - I lived at the San Isidro Apartments in Santa Fe NMSan Ignacio RdUnit ***
This is an incomplete complaint. Monarch Properties, Inc. manages over 100 properties and no where in the complaint does it state the name of the property that the resident lived at or the address of the property. Please determine the location/name of the apartment community so that we...
can research the complaint and provide an answer. Chris S[redacted]
All issues have been addressed quickly and professionally. Thank you.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reject the response in so far as they are still lying. I didn't not leave the carpets "smelling". The fact that I asked the manager about a stain does not mean I admitted to smelling the carpets up. The manager tried to pressure me to replace the carpets before she even stepped foot in the place. They know I cannot disprove a negative and the carpets are gone so how do I convince anyone I'm telling the truth? They also keep saying that I didn't something wrong by not being present at the walkthrough but the manager gave me permission to send a family member then never supplied the notes as she promised so they say I didn't do something when I followed the managers instructions. I tried to call the carpet company but the owner said he didn't do the cleaning and didn't know who on his team did it just that they do work there a lot so I couldn't get any info from that place on the supposed smell. I stand by my statements that I deserved a larger refund as I didn't not ruin the carpets. That having been said, I do not intend to persue this further. I'm ready to put the horrible experience and horrible company behind me and move on. So I accept the response as is so that the matter can be considered done. Thank you,
[redacted]