Pear Tree Apartments

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: *** Property Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@millsproperties.net
In response to the consumer's complaint, management did find it necessary to complete a bed bug treatment in the
consumer's apartment This was deemed necessary after a bed bug infestation was discovered in a neighboring apartment, requiring an inspection of the building to check all surrounding units for signs of bedbugs The consumer's apartment was inspected by a pest control professional that did discover bed bugs in the second bedroom of the apartment Per the lease agreement, if bedbugs are suspected, residents must grant access to the apartment in which they dwell to allow a pest control professional of Management's choosing to inspect for signs of infestation Upon finding signs of infestation, the resident must comply with all necessary actions to insure proper treatment of the infestation The consumer was requesting the treatment be postponed for weeks until she went into the hospital to have her baby In order to prevent further infestation, it was explained to the consumer that this was not an option as we needed to complete the treatment as quickly as possible A checklist was provided by the pest control company which the consumer had signed off on prior to logging her complaint which outlined the necessary steps to prepare for the treatment which would involve heating the apartment to extreme temperatures to eradicate the bed bugs Management maintained open communication with the consumer through the days leading up to the treatment and also met the pest control company in the apartment to see exactly what preparations needed to take place as the consumer was unable to be home to walk through the apartment with the pest control company The treatment was performed on September 29th, The consumer was asked to remove all clothes from dressers, hampers, etcbut was able to leave all of her clothes that were hanging in the closets A requirement of the treatment included drying any clothes and bedding removed from the apartment on high heat for a minimum of hour to insure that any bed bugs potentially removed from the apartment were eradicated so as not to bring them back in after the treatment
The consumer has been in communication with onsite management and was able to understand the importance of the treatment She was also able to speak with the Regional Manager of the community at the corporate office Management will still agree to provide the consumer with a $credit to her rent for the required laundering of her clothing and bed linens

Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@millsproperties.net
As a first matter of business I'd like to sincerely apologize that this resident does not feel that the property manager...

has handled business in a professional manner. In an effort to ensure that each of the resident's concerns are addressed I'd like to highlight each individually.
1. Constant water noise from apartment above. A work order was prepared to investigate this issue. On 3/18 one of my maintenance technicians advised the resident that the water noise that she was hearing was coming from the main plumbing line which is adjacent to her apartment home.
2. It is not the policy of our office to discuss the accounts of residents with other residents. When this resident advised the leasing office that there was suspected criminal activity in the apartment home across the hall, she was advised that the situation was being addressed and was asked to be patient as we utilized the necessary legal process. These residents have been removed from the property.
3. Any comments made by maintenance were done so by individuals who are no longer employed at Pear Tree Village.
4. Work Orders- There have been 5 maintenance requests submitted by this resident since she took possession of the apartment home in September of 2014. All service requests were closed as completed within 48 hours of report. Our office never received any work orders for gnats, further plumbing issues or the breakfast bar.
5. In August, under previous management, our office became aware that the security of our rent drop box had been compromised and a notice was placed above the drop box notifying residents that we would no longer be accepting payments through the drop box and that any payments needed to either be made during office hours or through our online payment system. As a measure to improve the convenience and security of our payment acceptance process, both lease holders received rent payment cards on 3/28 and were advised to use those in place of money orders, effective April 1st. The money order that was reported missing was never in the possession of staff at Pear Tree.
6. This resident contacted our leasing office disputing the amount that she was being asked for payment for. At that time she was provided with a copy of her rental ledger and was advised to review and alert the manager of any charges that she felt were in error. No charges were disputed.
7. While on a property inspection on April 23rd, a small black dog was seen inside the open patio door. The dog was barking at me as I walked by. The resident affirmed the presence of the dog in the apartment home when she spoke with the regional manager. The pet addendum that both lease holders signed indicating there were no pets in the apartment home clearly states that if a pet is found in the home that they will immediately be charged all applicable. The residents were asked to follow up with the leasing office by May 8th with regard to the pet. They never followed up with our office, and pet charges were never applied to the account.

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: [redacted] Property Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@millsproperties.net
In response to the consumer's complaint, management did find it necessary to complete a bed bug treatment in the...

consumer's apartment. This was deemed necessary after a bed bug infestation was discovered in a neighboring apartment, requiring an inspection of the building to check all surrounding units for signs of bedbugs. The consumer's apartment was inspected by a pest control professional that did discover bed bugs in the second bedroom of the apartment. Per the lease agreement, if bedbugs are suspected, residents must grant access to the apartment in which they dwell to allow a pest control professional of Management's choosing to inspect for signs of infestation. Upon finding signs of infestation, the resident must comply with all necessary actions to insure proper treatment of the infestation. The consumer was requesting the treatment be postponed for 6 weeks until she went into the hospital to have her baby. In order to prevent further infestation, it was explained to the consumer that this was not an option as we needed to complete the treatment as quickly as possible. A checklist was provided by the pest control company which the consumer had signed off on prior to logging her complaint which outlined the necessary steps to prepare for the treatment which would involve heating the apartment to extreme temperatures to eradicate the bed bugs. Management maintained open communication with the consumer through the days leading up to the treatment and also met the pest control company in the apartment to see exactly what preparations needed to take place as the consumer was unable to be home to walk through the apartment with the pest control company. The treatment was performed on September 29th, 2015. The consumer was asked to remove all clothes from dressers, hampers, etc. but was able to leave all of her clothes that were hanging in the closets. A requirement of the treatment included drying any clothes and bedding removed from the apartment on high heat for a minimum of 1 hour to insure that any bed bugs potentially removed from the apartment were eradicated so as not to bring them back in after the treatment.
The consumer has been in communication with onsite management and was able to understand the importance of the treatment. She was also able to speak with the Regional Manager of the community at the corporate office. Management will still agree to provide the consumer with a $25 credit to her rent for the required laundering of her clothing and bed linens.