Monroe Properties

The main damage to this apartment was caused by cigarette smoke Although the building is non-smoking the tenant smoked in his apartment regularly and heavily During the walk-through the tenant was anxious about his deposit and the building manager provided a preliminary estimate hoping that a standard paint job would take care of the problem However, the persistent smoke smell was so intense during the turnover that it required extra coats of paint to get rid of the smell, and the carpet also had to be replaced because it was completely saturated with stale cigarette smoke When this tenant occupied the apartment it had never been lived in before; it was brand new As an active smoker he may not have been bothered by the odor, but this intense smell of smoke left the premises in an un-rentable condition Leaving this condition for the next occupant to endure was not an option, and it was equally unreasonable for the landlord to shoulder an expense caused entirely by the complainant’s actionsThere was no charge for the leak stain in the ceiling or for coordinating these repairsAs outlined in the Final Account Statement that was mailed to him, the total cost to re-paint multiple coats, clean the apartment, and replace the carpet came to $*** The tenant was only charged his deposit, $***, and the building paid out the remaining $ [redacted] of the cost, which is a substantial sum considering a single year of residency in a brand new apartment We feel strongly that this turnover was handled properly and fairly, and that the tenant received very generous credits, well above the standard $ [redacted] for month’s occupancy We are sorry that despite our best efforts he remains unsatisfied

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** The response is unacceptableIt states that I was a heavy smoker, and smoked up the apartmentI smoked on my balcony, that was provided for meI didn't smoke or let any company smoke in my apartmentNow its has been times where I had the balcony door open, while I smoked on the deck, but that was in the winter time when it was cold outThe apartment was very small, and I only lived there for a yearThere's no way in the world, I could cause that much damage to the paint in the carpet, from smoking on my balcony with the door openLike I stated earlier, I was informed by maintenance, in just general conversation, that they was coming to paint my apartment when I move outSo where talking coats of paintOnce for when they was already going to paint anyway, and more coats of paint that they say was caused by meThis is unbelievableShe told me at the final inspection that "$*** was coming out of my deposit for painting", which I ask why, because they was going to paint any way, and she said "Its because its due to smoke smell." I informed her then, that I don't smoke in my apartment, but I do on the balcony, but she still deducted the dollar amount from the depositNow she also informed me that they give a credit for painting each year someone lives in the apartment$*** for one yearSo that's $*** including my $*** from my depositAll of that to paint a small, one bedroom apartmentNow the response also stated that they had to pay for new carpet, and also clean the apartmentNow either the apartment manager is blind or need to be fired, because, the final inspection info I have, and they have only states that I have to pay $*** out of my deposit for paintIf the apartment was unclean, that would've been on the report as well, and if it need new carpet, she would've pointed that out as wellI don't know what happened after I moved out, I don't what happened to the carpet, but if it was damaged, or needed to be removed, she should've put in the final inspection reportMy deposit in total was ***I want the rest of my deposit, which should be $***I am willing to take this to court, and like I said, I will be suing for my airfare, plus days off work, for having to come back to VirginiaI cleaned that apartment up to the fullestMove in readyI don't understand, why they want to hold my moneyPeople moved in to the apartment, right after I moved out, and like I said, I have called the main office, and the apartment complex close to the days that I was suppose to receive my depositThey both told me that, my deposit should be mailed out the following weekSo when did the carpet get replace, and they had to do more coats of paint? A week before my deposit was do? How can that be, when you already had people living in the apartmentAnd if it was done right when I moved out, why would you tell me, my deposit will be mailed to me the following week, when you knew then that I wasn't getting anything backIf don't make sinceLike I said, I will take this to court if I don't receive my depositI wanted to be cordial, and talk to someone at the office, but know one never returned my callsSo I'm still giving you guys a chance, by going through the Revdex.comIf you still decline, I will see you in courtHave a good day

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It was very disingenuous to suggest the ferrets were unauthorized pets Small pets are allowed per the lease without additional pet deposit Specifically we asked about her ferrets prior to moving in and the leasing consultant, David S*** told us that ferrets were acceptable We have an official email from his Monroe properties account stating that ferrets were acceptable The ferrets were descented Again, the claimed urine smell was pine sol Pine Sol is a cleaning agent with ammonia in it which gives it that scent As for painting damages, I have repeatedly asked for pictures of the alleged damage of which I have not been provided I do however have complete pictures and videos of the unit at the time of move out that will show there are no marks on the walls, no damages, and extremely clean We conceed the $** for the blinds which to this day have not been replaced Additionally there is a $***/year credit for wear and tear for a total of $*** (we were there years) That should have been more than sufficient to cover any incidental costs that maybe have been incurred If there was significant damage, please produce the pictures by making the claims that have been made, Monroe properties credibility is now questionable as I have proof in writing they are making claims about the ferrets
Regards,
*** ***

Absolutely horrendous and disgusting filth to live in We have lived her for nearly years and renewed our lease only because we thought the military would transfer us before we would have to honor the entire thing Dog feces is prevalent, covering nearly every surface of the "landscaped" exterior When it rains the smell of dog urine is so overwhelming it becomes noxious The inside is not any better as the tenants are freely allowed to smoke weed which travels through the pipes and clogs the lofts of other tenants *** ***, the "manager" for the Petersburg location, chooses to befriend the tenants rather than do her job for fear of being unliked Therefore she allows tenants to let their dogs run wild which poses serious threats to other animals as well as humans When a complaint - any complaint- is put in she always says, "I'll give them a warning" and then does NOTHING! If a tenant dares to ask for an explanation as to why she never does anything she will completely turn on you, call you the problem and then gossip about you to the other tenants This woman is a disgusting, vile creature that has no business running a single apartment much less an entire building If you want to live in a drug-filled, feces smelling building where tenants blare music until 3AM and have no consequences for their actions whatsoever than High Street is the place for you Welcome to hell Oh, and just so you know, when the place is close to being full they jack up their prices but when people's leases are up and everyone gets out as fast as they can they drop the same apartments to ridiculously low prices and accept every application that comes their way Ghetto nation Oh, and one other perk, they also apparently don't do background checks on their workers as it was revealed that our maintenance man who had a key to everyone's homes was actually wanted by the police and illegally selling drugs out of the building as well as showing up at tenants homes at night asking for money After he was found living in the basement of the building and was finally fired his scary and "banned" family and ex-girlfriends continued to flock to the property in search of him and his drugs (Last, when we moved in boogers were on the wall left by the last tenant, weird red stringy stuff was inside the washer, within months of living here our refrigerator broke and after years our water pressure is still awful while our drains clog constantly.)

Dear [redacted],
" margin: 0px">This is in response to complaint # [redacted] filed on April 15, regarding a leak at [redacted]. This leak was the accidental result of roof maintenance being performed by a roofing contractor on the building. As soon as management was alerted to the problem, the property manager, the maintenance director, and the building's repair technician took immediate steps to correct it. The time line was as follows:
April 15, 2014:
· 4:pm - [redacted] notified the property manager that he came home to find water on the floor of his apartment The maintenance director, who was on site, immediately contacted the resident and made arrangements for abatement. He explained that work was being performed on the roof and it would be completed within hours. He then followed up with the roofing contractor to find out what had occurred
· 4:pm - The property manager reported to the apartment to assess and mitigate the situation She confirmed that, in accordance with lease provisions, the resident had obtained renter's insurance and would be contacting his carrier
· 4:pm - The property maintenance technician arrived at the apartment with a wet-vac to remove the water
· 4:pm - The property manager returned to the apartment to check on the cleand to speak to the resident about his insurance Resident was on the phone with his insurance company so she told him that she would be in contact later or the next day
April 16, 2014:
· 9:am - The roofing company was back on site and worked the entire day to complete the roof repairs
· 10:am - The owner of the roofing company visited the resident in his apartment to apologize for the leaks, and offered that 'if there was anything he could do' to let him know
· 4:pm - Property manager stopped by apartment to chewith resident and confirm the leaking had stopped Resident was not home
April 17, 2014:
· 2:pm - Property manager called the resident to ensure he was satisfied with cleanup in the apartment
April 18, 2014:
· 10:am - Resident returned phone call to manager to give update on the situation in his apartment He confirmed that the leaks in his apartment seemed to be repaired and he had not had any further leaks
The above situation was accidental and was an isolated incident. Management's response was swift and professional and the leaking was quickly stopped. Should you have any questions, please do not hesitate to contact us at [redacted]
Sincerely,
[redacted] | Property Manager
Monroe Properties
[redacted]
O [redacted] | M [redacted] | F [redacted]

We found this apartment was not in move-in condition as stated.  Besides the blind replacement, it required some painting and additional cleaning (due to heavy pet odor).  The tenant had unauthorized pets in the apartment, specifically ferrets, which are never allowed as they are...

notoriously malodorous.  The objectionable smell did not come from Pine Sol, but from ferrets. We always recommend that tenants be present for a walk-through, and cannot say why this walk-through was scheduled while the tenant was absent. This client was out of state and instead relied on a friend to perform the walk through.  The friend then called the tenant with the estimate, who in turn requested a second walk-through for when she returned.  This was not possible as the apartment was already leased to a third party and had to be readied for them to occupy in short order.  Also, once a lease has expired, a tenant cannot keep possession of the premises to complete repairs; the property has to be placed back into service, and this cannot be delayed simply because a tenant is out of town.  The estimate for repairs/cleaning of this apartment was $[redacted], however the actual damages assessed to this tenant were $[redacted], of which $** is not contested, bringing the disputed sum to $[redacted].  We are sorry the client is dissatisfied, but as agents for the property we feel we have acted properly, and in the best interest of both the owner and the tenant.  We cannot justify having the owner absorb the remaining costs, particularly those caused by the ferrets, which were in the apartment in clear violation of the lease contract.

We received two automated emails claiming to be from you, and when we googled the contents theywere flagged as fraudulent. We then visited your website, and logged in, and could not find any referenceto the above case, so we assumed that the emails were indeed fraudulent phishing and avoided...

clickingon them. It was not until your letter arrived that we realized you were actually trying to make contact. Iam sorry for any delay in responding , but in view of the danger of on line fraud, I would highly recommendyou change your contact procedures instead of relying on generic automated emails.We have strict procedures that all work orders be submitted through our online portal so that (1) there bea written record , (2) the client's request and instructions be clearly stated in their own words, and (3) weobtain the client's written authorization to access their apartment. We reviewed the above case andfound that Mr. [redacted] had not placed a single work order in 2015. On 1/18/16, five days after you sent yourletter, a work order regarding heat loss was logged into the system. This work order is open and beinginvestigated for resolution. The only other mention on record that could be related was placed on 4/15/14and titled "Unstable electricity usage"; Mr. [redacted] was instructed on the proper thermostat usage for heatpumps, and the order was closed , with no further contact from him for 18 months leading us to assumethe matter was resolved. Please note that although Mr. [redacted] claims he has been complaining about thismatter since he moved in back in 2010, we have only managed the property since September of 2013,and received formal work orders from him only on 4/15/14 and 1 /18/16.Having reviewed the records I am confident this matter has been handled properly and should not be partof our record at Revdex.com, and I trust you will therefore remove it. You are welcome to review our records forconfirmation . Should you have any questions, please do not hesitate to contact me.Sincerely,

The main damage to this apartment was caused by cigarette smoke.  Although the building is non-smoking the tenant smoked in his apartment regularly and heavily.  During the walk-through the tenant was anxious about his deposit and the building manager provided a preliminary estimate hoping...

that a standard paint job would take care of the problem.  However, the persistent smoke smell was so intense during the turnover that it required extra coats of paint to get rid of the smell, and the carpet also had to be replaced because it was completely saturated with stale cigarette smoke.  When this tenant occupied the apartment it had never been lived in before; it was brand new.  As an active smoker he may not have been bothered by the odor, but this intense smell of smoke left the premises in an un-rentable condition.  Leaving this condition for the next occupant to endure was not an option, and it was equally unreasonable for the landlord to shoulder an expense caused entirely by the complainant’s actions. There was no charge for the leak stain in the ceiling or for coordinating these repairs. As outlined in the Final Account Statement that was mailed to him, the total cost to re-paint multiple coats, clean the apartment, and replace the carpet came to $[redacted].  The tenant was only charged his deposit, $[redacted], and the building paid out the remaining $[redacted] of the cost, which is a substantial sum considering a single year of residency in a brand new apartment.  We feel strongly that this turnover was handled properly and fairly, and that the tenant received very generous credits, well above the standard $[redacted] for 12 month’s occupancy.  We are sorry that despite our best efforts he remains unsatisfied.

Absolutely horrendous and disgusting filth to live in. We have lived her for nearly 2 years and renewed our lease only because we thought the military would transfer us before we would have to honor the entire thing. Dog feces is prevalent, covering nearly every surface of the "landscaped" exterior. When it rains the smell of dog urine is so overwhelming it becomes noxious. The inside is not any better as the tenants are freely allowed to smoke weed which travels through the pipes and clogs the lofts of other tenants. [redacted], the "manager" for the Petersburg location, chooses to befriend the tenants rather than do her job for fear of being unliked. Therefore she allows tenants to let their dogs run wild which poses serious threats to other animals as well as humans. When a complaint - any complaint- is put in she always says, "I'll give them a warning" and then does NOTHING! If a tenant dares to ask for an explanation as to why she never does anything she will completely turn on you, call you the problem and then gossip about you to the other tenants. This woman is a disgusting, vile creature that has no business running a single apartment much less an entire building. If you want to live in a drug-filled, feces smelling building where tenants blare music until 3AM and have no consequences for their actions whatsoever than 420 High Street is the place for you. Welcome to hell. Oh, and just so you know, when the place is close to being full they jack up their prices but when people's leases are up and everyone gets out as fast as they can they drop the same apartments to ridiculously low prices and accept every application that comes their way. Ghetto nation. Oh, and one other perk, they also apparently don't do background checks on their workers as it was revealed that our maintenance man who had a key to everyone's homes was actually wanted by the police and illegally selling drugs out of the building as well as showing up at tenants homes at night asking for money. After he was found living in the basement of the building and was finally fired his scary and "banned" family and ex-girlfriends continued to flock to the property in search of him and his drugs. (Last, when we moved in boogers were on the wall left by the last tenant, weird red stringy stuff was inside the washer, within 6 months of living here our refrigerator broke and after 2 years our water pressure is still awful while our drains clog constantly.)

Review: Since moving into this apartment complex in 2010, I have repeated asked the property management company to investigate a heat loss issue that has been ongoing ever since. The company refuses to acknowledge my claims as well as refuses to investigate the matter further.Desired Settlement: To have the apartment properly insulated to prevent unnecessary high utility bills as a result of poor construction.

Business

Response:

We received two automated emails claiming to be from you, and when we googled the contents theywere flagged as fraudulent. We then visited your website, and logged in, and could not find any referenceto the above case, so we assumed that the emails were indeed fraudulent phishing and avoided clickingon them. It was not until your letter arrived that we realized you were actually trying to make contact. Iam sorry for any delay in responding , but in view of the danger of on line fraud, I would highly recommendyou change your contact procedures instead of relying on generic automated emails.We have strict procedures that all work orders be submitted through our online portal so that (1) there bea written record , (2) the client's request and instructions be clearly stated in their own words, and (3) weobtain the client's written authorization to access their apartment. We reviewed the above case andfound that Mr. [redacted] had not placed a single work order in 2015. On 1/18/16, five days after you sent yourletter, a work order regarding heat loss was logged into the system. This work order is open and beinginvestigated for resolution. The only other mention on record that could be related was placed on 4/15/14and titled "Unstable electricity usage"; Mr. [redacted] was instructed on the proper thermostat usage for heatpumps, and the order was closed , with no further contact from him for 18 months leading us to assumethe matter was resolved. Please note that although Mr. [redacted] claims he has been complaining about thismatter since he moved in back in 2010, we have only managed the property since September of 2013,and received formal work orders from him only on 4/15/14 and 1 /18/16.Having reviewed the records I am confident this matter has been handled properly and should not be partof our record at Revdex.com, and I trust you will therefore remove it. You are welcome to review our records forconfirmation . Should you have any questions, please do not hesitate to contact me.Sincerely,

Review: It's has been raining since Tuesday morning. Throughout the day, My roof has multiple leaks in which I have numerous buckets through my apartment. I have submitted service orders, talked to the Apartment manager and the attitude to repair this issue is not in a priority manner. I pay my rent on time and I should think I deserve a dry apartment, free of leaks!

Business

Response:

Dear [redacted],

This is in response to complaint # [redacted] filed on April 15, 2014 regarding a leak at [redacted]. This leak was the accidental result of roof maintenance being performed by a roofing contractor on the building. As soon as management was alerted to the problem, the property manager, the maintenance director, and the building’s repair technician took immediate steps to correct it. The time line was as follows:

April 15, 2014:

· 4:00 pm - [redacted] notified the property manager that he came home to find water on the floor of his apartment. The maintenance director, who was on site, immediately contacted the resident and made arrangements for abatement. He explained that work was being performed on the roof and it would be completed within 24 hours. He then followed up with the roofing contractor to find out what had occurred.

· 4:10 pm - The property manager reported to the apartment to assess and mitigate the situation. She confirmed that, in accordance with lease provisions, the resident had obtained renter's insurance and would be contacting his carrier.

· 4:15 pm - The property maintenance technician arrived at the apartment with a wet-vac to remove the water.

· 4:30 pm - The property manager returned to the apartment to check on the clean-up and to speak to the resident about his insurance. Resident was on the phone with his insurance company so she told him that she would be in contact later or the next day.

April 16, 2014:

· 9:00 am - The roofing company was back on site and worked the entire day to complete the roof repairs.

· 10:00 am - The owner of the roofing company visited the resident in his apartment to apologize for the leaks, and offered that 'if there was anything he could do' to let him know.

· 4:00 pm - Property manager stopped by apartment to check-in with resident and confirm the leaking had stopped. Resident was not home.

April 17, 2014:

· 2:00 pm - Property manager called the resident to ensure he was satisfied with cleanup in the apartment.

April 18, 2014:

· 10:00 am - Resident returned phone call to manager to give update on the situation in his apartment. He confirmed that the leaks in his apartment seemed to be repaired and he had not had any further leaks.

The above situation was accidental and was an isolated incident. Management’s response was swift and professional and the leaking was quickly stopped. Should you have any questions, please do not hesitate to contact us at [redacted]

Sincerely,

[redacted] | Property Manager

Monroe Properties

O [redacted] | M [redacted] | F [redacted]