Ogden & Company

RE: Complaint ID: [redacted] Thank you for contacting us regarding a consumer concern with our apartment community as well as unsatisfactory communication with a member of our corporate administrative office staffWe understand that the resident is feeling mistreated and we have been working to address her concerns Heating issues: Approximately 3-weeks ago, the complainant contacted our maintenance technician regarding “no heat.” The technician responded the same day and cleaned off the ignitor for her furnaceThe furnace worked as it should for about weeks [redacted] was then called regarding “no heat” for a second timeThe maintenance technician responded that same day and found the thermostat set in the “on” positionIn order for a furnace to call for heat, the thermostat must remain in the “auto” position at all timesOnce that adjustment was made, the furnace was blowing cold airWe then called in our HVAC company and it was determined that the blower to the furnace had burned out and therefore, replacedThe heat has worked as it should since that replacement Carpet replacement and mold concern: The complainant first contacted us on April 9, This apartment in question is located on an “end” unit Because of the apartment’s location, the sump pump is located in an enclosed kitchen closetThe sump pump backed up during a period of very heavy rainfall On that same day, we dispatched a professional carpet cleaning company and they responded to sanitize and extract the wet carpetAlso on April 9th, we contacted our carpet installer and scheduled for the carpet to be replaced The carpet was replaced on April 15th, The “mold” referenced outside of the apartment door actually was a sooty substance deposited there from the same water back up from the sump pump and that area was also cleaned and extractedOn April 21, 2015, the complainant contacted the [redacted] and left a voicemail message stating that she felt the carpet replacement was unacceptable since it did not color-match the rest of her carpeting throughout the unitThe call was returned on the same dayThere is nothing actually wrong with the carpeting that was not replaced; however, due to the complainant’s concerns about aesthetics, we scheduled the carpet to be replaced on April 30th This complainant’s patio door screen had also become dislodged and the maintenance technician properly installed the screen to a secure position We can understand this complainant’s frustration as a perfect storm of “one thing after another” occurring in a short period of time is quite annoyingThe complex is not newer construction and from time to time, situations related to wear and tear or weather conditions can occur Page We have sincerely apologized to this resident; however, the resolution timeline provided herein is well within the acceptable standards of due diligenceTo compensate for the frustration and satisfy the complainant, we will allow a one month rent concession for May, Sincerely, [redacted] [redacted]