Nexus Property Management LLC

While we ask the residents to not smoke in the apartment this is something that we have no control over. There is a process that we must follow in regards to complaints, this would both include a verbal discussion with the tenant as well as a written letter to the tenant identifying the complaint. This action was taken with the tenant who was said to be smoking in her apartment. The issue was eventually resolved but these type of complaints can take time.

The management at Running Creek Apartments denies the claim that [redacted] was shown a damage amount on the computer. [redacted] turned his keys in to Running Creek Apartments a final damage amount was not available as the repairs to the apartment had not been completed yet. We find...

this statement to be false; however [redacted] was told when he returned his keys what he was being charged for but no dollar amounts were given for the damage. He was even given the opportunity to walk the apartment and see the damage that was found during the move out walk through; he denied the walk through.  The carpeting and pad in [redacted]'s apartment was replaced on 01/28/2014 just prior to [redacted] 03/01/14 move in. We have 35 photographs to support the pet damaged carpet that were shared with [redacted]. He is the only resident to have lived on this carpeting therefore the damages had to of come from his pet. We find that the charges are fair and accurate and the [redacted] is responsible to pay them.

When a resident is requesting a transfer it is our policy to walk a unit prior to the transfer to check for any "major" damage (holes in the wall, broken doors, etc). If there is none seen then the transfer is approved. The resident is told they can transfer but we have to pull carpets after move...

out to check for any pet damage.  In this case there was severe pet damage and charges were applied to the unit and the security deposit and the pet deposit were applied toward those charges.  There is also a balance still due on the unit that was transferred from.  They were informed of this balance due.  In the situation of the move in checklist, when one is received a copy is made and handed to the resident and the original is scanned and put in the file.  New move ins are given 3 days to hand this in, if one is not handed a move inspection stating RESIDENT DID NOT RETURN is scanned and attached to the file and a mailbox key is handed out, we cannot prevent residents from receiving their mail.  I took the charge for the bifold doors off to appease the resident.  As far as his new unit, all move ins are given the opportunity to walk their apartment.  A lease should not be signed without walking the apartment, if he chose not to walk the unit and just signed his lease that was their choice.  As far as the current unit, the person living their prior did not smoke, maintenance has been in the unit and did not smell anything. Again to appease the resident I said to put new carpet in but the deposits for this unit need to be paid in full.  The work order submitted on Sunday night 2/11/18 was responded to on Monday morning 2/12/18.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, no this issue is not resolved.  As stated multiple times, the carpet damage was listed in the walk through form (attached) that was filled out on 10/29/15.  These issues were acknowledged by management and not fixed.  Also, after this form was submitted without our knowledge or consent it was marked as being a 5 on a quality scale of 1-5.  Therefore, we did even have an opportunity to dispute this as management did not inform us of this choice to state the apartment was a 5 even though there were multiple issues with the apartment, as stated in the walk through form.  In addition to this when the walk through was completed upon move out there were questionable things completed by management with [redacted] present.  1.)  When [redacted] pulled up the carpet, she pulled up carpet in areas where a pet could not have gotten to.  The first area was in the corner of the front room.  During our time at The [redacted] this area where [redacted] pulled up carpet was used for storage of 3 kayaks and multiple boxes and was shut off to pets.  Therefore, it would have been impossible for a pet to create any damage in that area.  The second area where she pulled up carpet was in the master bedroom where our king size bed was placed.  Based on the height of the bed frame it would be impossible for a dog to get under the bed to deficate or urinate.  The second questionable behavior was when [redacted] was pulling up the carpet she did not ensure the damage was seen or acknowledged by [redacted].  She simply stated "there is pet damage" and when [redacted] started to explain she said "I don't care, you had pets so you're paying for it."As stated before we did our due diligence to alert management to the stains and nothing was fixed. Now that we have moved out we are not going to pay for damage that management was made aware of upon our move in.  We would like the management of The [redacted] to return our deposit less the cost of the damage for 2 sets of blinds for a total return of $760.  Thank you!  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

As you can see attached Ms. [redacted]'s new lease was attached to her file the same day that she signed it on September 9, 2016. Ms. [redacted] is arguing that her lease was not attached as of October 1st when she inquired about giving notice. Ms. [redacted] was contacted in September in regards to her expiring lease and chose to renew the lease on the 9th of September. Ms. [redacted] spoke with Stacey on October 1st and indicated that she no longer wanted to renew her lease. It was explained to her that the lease was already signed and attached and that we could not void a binding contract. At no point was Ms. [redacted] told that she could not give notice, she was given the the option to terminate her lease by paying the lease buyout fee that is stated in Section 31. of the Lease renewal as well as give a written 60-day notice. Ms. [redacted] was not given the option to sublease her apartment initially because she was only asking to be released from the agreement that she signed. Lease break penalties are not negotiable however we will set up payment options if someone is unable to pay the full amount upfront. Ms. [redacted] will not be released from any lease break penalties should she choose to give her notice and move out before her lease expires.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Response....My dog never urinated inside my apartment as stated many times. She was normally in a cage that never had urine in it since she was housebroken and crate trained.  I have had to call maintenance to fix a problem when the apartment above me had a toilet leak for almost two hours which leaked to my carpet in the master bedroom and the living room. They took 2-3 days to have someone come to "dry" the carpet but all they did was wash the bedroom carpet and mask the smell with a lemon scent.  Not to mention they used my two fans to dry the carpet.  Secondly, there was a leak from the hvac in the utility closet.  They came 3 days after notification said there was no leak and did not call me. I called them they said will check again. A second maintenance person check on it 4 days after the leak and said there as a problem (after I emailed them pictures of damage done).  This damaged the carpet which they did not dry out they just put my fan on it to blow dry it. The answer to not wanting to "see" the apartment was that the manager told me that they already ripped up the carpet, so there was nothing to see but bare floor (which I think is concrete).  Again I told them I agree with the living room carpet the paint and doors.  I offered them an additional $200 above my security deposit to resolve the issue which is very reasonable! 
Regards,
[redacted]

To address your complaint about health and safety. Proper procedures were followed by Pinnacle Pointe management in regards to the complaints about the neighbor smoking, we are sorry if this was not handled to your liking. As far as management telling the neighbor who made a complaint, we do not share that information nor do our letters to the residents indicate where the complaint came from. Again, there are procedures that we must follow when the lease is being violated, we are sorry if this was not handled to your liking as well. We feel that the issue at hand is that you are disputing carpet damages. When carpet is damaged by pet which in this case it was, that would be considered beyond normal wear and tear as you could not expect someone to move in on carpeting that has pet stains. Furthermore, we feel that this has been made clear in all of our communications with you and will not be making any adjustments to the charges.

Please find attached the requested documents. They are somewhat out of order, as I tried my best to forward them to my pc. The actual written termination letter was turned in to the office with no copies kept for myself as I never thought it would have came to this. There were telephone conversations in regards to this inbetween, but as you can tell from the email, she did send me the doc to fill out and I wrote a written notice as well.  She took this in to her manager on Wednesday October 5th. And that's where she sent me the email that Nexus was not going to accept my notice. When I renewed my leases year after year, I would go into to their office, sign and they would keep the written on file. I have since spoke to Stacey McNeil (manager at [redacted]s park) whom said I was allowed to sub lease if I wanted in effort to alleviate the situation. But I declined and had no choice but to withdraw the 60 day notice. I can't afford the penalty fees. I will be honest I did thank her for atleast offering an option to me, which is all I ever asked. I wanted to be heard, and given options, not treated so poorly. I'm not sure what else can be done. But I want to thank you very kindly for taking the time to investigate my issue. It truly means the world to me and my daughter.

Resident moved into rental home on February 19, 2015 with brand new carpeting at their request. A pet addendum was signed by both tenants stating that they did not have any pets. A cat was listed on the original application, an amendment to the application was signed by both tenants stating they...

would not be bringing the cat with them as they did not want to pay the pet deposit and monthly pet fee. I have attached both the pet addendum as well as the amendment to the application. During two separate visits to the home the tenants were found to be housing both a dog and a cat; a direct violation of the addendum they signed at move in stating they would notify us of any pets and pay the appropriate deposits and pet fees. A move out inspection took place on March 17, 2017 with both tenants present as well as the District Manager and Service Manager for Nexus PM, LLC. During this move out inspection pet urine was detected in the carpeting; the tenants became very argumentative when told this. They indicated that their pets never urinated on the carpeting and were not interested in what I had to say thereafter. The tenant began to raise his voice to the District Manager, at that point I sternly informed the tenants that they lied to us about having pets on the premises throughout the lease term and what was found on the backing of the carpet was pet urine. The bottom line is the tenant had new carpeting at move in, after an inspection by the District Manager, Service Manager, and a representative of our carpet cleaning company it was determined that there were undoubtedly urine stains in the carpeting. The carpeting had to be replaced. The tenant was charged a pro-rated cost to replace the carpeting, a charge to replace all of the blinds in the house as they were all damaged and/or missing, and a charged to rescreen the door to the basement as it was damaged by the dog. The charges are fair and accurate, the security deposit was applied to these damages as stated in the final disposition that was sent to the tenants leaving a balance due in the amount of $435.79. We are standing by these charges and the balance due will remain.

Attached is proof that the pictures of the damages were sent to you, we also asked if you would like to look at the damages in person and you declined. The damage charges stand.
Mary Beth E[redacted]
District Manager
Nexus PM, LLC