Resource Residential

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 The banging has continues, and we have the dates written down by dateAlso, the bathtub was "reglazed" but our unit was entered and the work was done without permission, and we were not given any notice the following days when the work was "checked on" by the third partyThey entered our unit without permissionAlso, regarding the smoke entering the apartment from the return vents, those issues have continuedWe also have the dates written down as to when those issues have continued The banging has occurred more times since I have went in and voiced my concerns to the main officeThere is no sense of security or safety hereFour more times to be exact The crack in the wall of our bedroom is still visible and the work orders still remain un-completedWhen the manager came out and checked the property, the foundational damage was noted and the comment was made that "they need to fix the foundation of the unit, but cannot until it is vacant." In the lease, it states that the gates must be closed and that people must be respectful and be quiteThose things that are stated in the lease, and have been followed by the residents but not followed by those that live in our complex is in fact not following the lease that we signedI do not feel as though the unit that we are living in and the complex in general holds up to the lease agreements that we signed Regards, [redacted]

We appreciate any feedback from previous residents as this will ensure we make any needed improvementsAfter looking over the file, it appears the lease and all addendums were signed at renewal 5/31/and the lease was due to expire 7/30/As mentioned by Mrs***, the Lease Buy Out
Agreement was equal to one month rent at the time of original lease signing 5/31/13, but Resource Residential changed the Buy Out Agreement during the time of their lease agreementThe new amount is two times the amount of rent; the amount was not altered on the addendum they signed at renewal

I will call *** *** to speak to him regarding his complaintThank you,
***

In case this complaint is still open…it should be closed. We’ve resolved everything with the resident to their satisfaction. Here is what was
done…
1) A $credit was issued to their account. It was the difference between an upgraded and non-upgraded apartment price. As they originally requested an upgraded unit at move in but was given a non-upgraded unit, we gave them a choice: a) receive the CR for the difference and keep the apartment they were in or b) transfer to an upgraded unit. They chose option a
2) carports were given at a zero dollar rate for the remainder of their lease
3) Maintenance was scheduled in their apartment for a whole day to address any/all complaints they had. The work order has been closed and they are happy
Thanks!
*** *** ***
Community Manager
Williamsburg of Cincinnati
*** *** *** ***
*** ** ***
*** ***
***
***

***
Again, thank you for your feedback. I'm sorry that you had to deal with some items that disrupted your living environment. If you would like to meet in person and discuss the events and our actions in more detail, I'd be happy to meet with you. We do appreciate you and that you chose us as your home with so many options our there. I expect to by on-site the next weeks if you want to schedule a meeting. I look forward to hearing from you.
Have a great holiday weekend,
*** ***
General Manager

To whom it may concern,We appreciate the feedback as we are always looking for ways to improve our customer service.  Regarding this unit, yes they had some issues that were brought to our attention; a leak in the ceiling, electric issues, and a door they wanted us to replace due to...

some scratches on it.  The team was able to immediately respond to their concerns and realized the ceiling leak was something that required a plumber, therefore we couldn't complete the job until that Monday(this plumber is closed on weekends).  We did do everything else we could do to minimize the impact until then.  Yes it was unfortunate that they were inconvenienced for a couple of days.  There were also some concerns about their electric and after we assessed them, we realized the outside main breaker to her apartment needed replaced, which we completed.  As of today all of the items have been fixed. Regarding their desired settlement, all of the items have been fixed.  If they want to discuss breaking their lease, I'd be happy to meet with them and go over their options.    Sincerely,[redacted]General Manager

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.]
They handled nothing. The dates he stated are incorrect and we paid a full month's rent while we were unable to live in our home because of their lack of ability to get anything done. We had a new born and were not able to live in our home for a month. I contacted the exterminators personally and they stated the problem would not have accrued if Williamsburg of Cincinnati would have taken proper action immediately, but they chose not to pay us $250 to "not talk to our neighbors" and when I said "no" they removed the offer. 
Regards,
[redacted]

I don't have any receipts because I have not paid for any repairs I was asking for a bill I just meant on my rent because of how long it has taken them to not complete my basement that has the mole and that leaks water in it when it rains but I have not did no repairs if they do repairs soon I'm...

good we don't even have to do any just met with money-wise I just want to be able to use my basement and not be worried that we are getting sick from the mold issue thank you

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.]They handled nothing. The dates he stated are incorrect and we paid a full month's rent while we were unable to live in our home because of their lack of ability to get anything done. We had a new born and were not able to live in our home for a month. I contacted the exterminators personally and they stated the problem would not have accrued if Williamsburg of Cincinnati would have taken proper action immediately, but they chose not to pay us $250 to "not talk to our neighbors" and when I said "no" they removed the offer. 
Regards,
[redacted]

To Whom It
May Concern,
As stated
in my first response, Ms. [redacted] claimed to have an attorney, therefore we turned
all communications over to our Attorney. I also provided her with our
attorney's contact information.
The facts
are as follows, Ms. [redacted] brought an issue to our attention of fleas in her
apartment on 8/28/15. We treated the unit at our expense on 8/5/15, 8/12/15,
8/19/15, and 8/26/15. On 8/28/15, Ms [redacted] confirmed verbally with me that they
had no more issues.  They also have lived
there with a pet since May 2015, with no reported fleas.
we feel we
acted immediately and appropriately, therefore no concessions were given.
Sincerely,
Doug
S[redacted]
General
Manager

To whom it may concern,This is in response to the alleged incidient reported by [redacted]. During the process of discussing the incident with Ms. [redacted], she claimed to have her attorney involved.  Therefore, per our company policy, we turned this case over to our...

attorney.  Because of this, I cannot comment about specific details.Sincerely,Doug S[redacted]General Manager.

To Whom it May Concern,This alleged incident has been settled at the site level to [redacted]'s satisfaction.If you have any other questions or concerns, please reach out to us as we care about the satisfaction of all of our residents.Sincerely,[redacted]General Manager

I will call [redacted] to speak to him regarding his complaint.Thank you,[redacted]

To Whom it May Concern, [redacted] did not satisfy a 60-day notice to vacate when she gave us possession of her apartment, therefore she was charged the difference.  A 60-day notice of someone's intent to vacate has been in place as our policy the entire time...

that [redacted] lived in our community.  I am sorry that she feels like we mislead her, as that was not our intent.  The Termination Policy is also included on her Apartment Lease Agreement that she signed at Move-in.  We have not received any monies from her to pay her termination fee or the notice period.  If she wishes to discuss the details of her situation and final statement of account, I'd be happy to meet with her.Sincerely,,[redacted]General Manager[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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.Neither they nor their attorney did anything after we told them we did not have an attorney and that there were still bugs in our home. We did not hire an attorney and they said our only option was to drop the complain and pay full rent or pay over $9000 to buy out our contract, after offering us $200 to not tell anyone. When we said we wouldn't do that, they said they would no longer talk to us and that we needed to pay full rent. They did not care about our safety or the safety of our 2 week old daughter in our home. 
Regards,
[redacted]

To say that the apartment complex responded in a timely fashion is untrue. A roof that leaks water should not have to wait until monday for someone to take care of the problem. A plumber could of easily came out on a saturday. It took three weeks for the ceiling to get repaired. I was never offered an apology. I was never offered an apology for the complete and utmost disrespect from David who should be reprimanded. It took the electric to be fixed for almost two weeks after I initially reported it other neighbors complain about it. The gates at the complex are always left open and there is no security guard ever present. All they need to do is add speed bumps to prevent tailgating to keep the gates locked. As far as the issue being fixed. Yes its fixed. It shouldnt have been done on your time. Are their other issues that can be fixed? Yes but they are negligible and I will get to putting in a work order for them.

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.   The banging has continues, and we have the dates written down by date. Also, the bathtub was "reglazed" but our unit was entered and the work was done without permission, and we were not given any notice the following days when the work was "checked on" by the third party. They entered our unit without permission. Also, regarding the smoke entering the apartment from the return vents, those issues have continued. We also have the dates written down as to when those issues have continued. 
The banging has occurred more times since I have went in and voiced my concerns to the main office. There is no sense of security or safety here. Four more times to be exact. 
The crack in the wall of our bedroom is still visible and the work orders still remain un-completed. When the manager came out and checked the property, the foundational damage was noted and the comment was made that "they need to fix the foundation of the unit, but cannot until it is vacant." 
In the lease, it states that the gates must be closed and that people must be respectful and be quite. Those things that are stated in the lease, and have been followed by the residents but not followed by those that live in our complex is in fact not following the lease that we signed. I do not feel as though the unit that we are living in and the complex in general holds up to the lease agreements that we signed. 
Regards,
[redacted]

To whom it may concern,
We appreciate the feedback as we are always looking for ways to improve our customer service.  Regarding this unit, yes they had some issues that were brought to our attention; a leak in the ceiling, electric issues, and a door they wanted us...

to replace due to some scratches on it.  The team was able to immediately respond to their concerns and realized the ceiling leak was something that required a plumber, therefore we couldn't complete the job until that Monday(this plumber is closed on weekends).  We did do everything else we could do to minimize the impact until then.  Yes it was unfortunate that they were inconvenienced for a couple of days.  There were also some concerns about their electric and after we assessed them, we realized the outside main breaker to her apartment needed replaced, which we completed.  As of today all of the items have been fixed. Regarding their desired settlement, all of the items have been fixed.  If they want to discuss breaking their lease, I'd be happy to meet with them and go over their options.    
Sincerely,
[redacted]
General Manager

The following complaint was emailed to Mary K[redacted] at mk[redacted][email protected] on 5/6/16. After no response was received, it (along with pictures of damage) were sent via FedEx to 1845 Walnut St, 18th FL, Philadelphia, PA 19103 and signed for by D Pr[redacted]r on 5/19/16. Again, after no response was received, a call was placed to CEO Mark P[redacted] on 6/2/16 who proceeded to tell me he usually does not deal directly with complaints. After telling him that I was so aggravated that I called him directly and trying to begin to explain the situation, he cut me off and told me that I had an attitude. I decided rather than try to continue a conversation with someone who clearly has horrible customer service skills, I would hang up and file this complaint (along with others) to Revdex.com.
May 9, 2016
Resource Residential
1845 Walnut St
18th Floor
Philadelphia, PA 19103
Re: Coursey Place Apartment Homes Apt 113
Ms. K[redacted]l:
We are writing you wanting to file a formal complaint against Coursey Place Apartment Homes in Baton Rouge, LA, one of your properties. We have already given our 60 day notice and plan on moving out of these apartments on June 30, 2016, but want to make you aware of a couple of reasons why we have made this decision after living here for almost 3 years.
We began having problems upon moving in in October 2013. One such problem even resulted in a refund to part of our rent because it was so severe. We’ve had to deal with a fire on the balcony above us in July 2015 and when the repairs were done, our patio was never c[redacted]ed up, nor were we even informed about the incident. We were not home at the time of the fire. Another resident let us know after the fact. We know that Resource Residential did not own the property until the summer of last year, so we will focus only on the things that have happened since January 2016.
Included with this letter are about 18 pictures of our apartment during recent events.
To begin, January 16, 2016 we noticed some flooding (or overflow) coming from the drain outside of our apartment. A call was placed to the office that afternoon and a conversation was had with Chris. We were told that someone would be out as soon as possible to take a look. On Sunday, January 17, 2016 it was apparent that there was a problem with the sewage in the area. Another call was placed and several hours later, after no response, a follow up call was made. A couple of hours after that, someone from R[redacted] R[redacted] came out to fix the problem. Attached is a picture of how they left it. Another call was made to the office after they left letting them know that there was raw sewage left in the walkway and that we felt it was a health hazard. We were told that someone would come out to c[redacted] it up. Monday, January 18, 2016 nothing had been c[redacted]ed up. We went to the office and spoke with the manager at 9am to voice our concerns. We were told someone would be by to “make it pretty again” sometime that day. We did inform the manager that we expected it to be cleaned with bleach, not just “made pretty again”. This was finally accomplished around 4:30 that afternoon.
The rest of these pictures attached are related to incidents occurring between April 28, 2016 and May 3, 2016. April 28th, we were doing laundry in the complex owned washing machine and it overflowed. The machine had been on approximately 20 minutes with the water running due to what we later learned was a clog in the drainage line causing a sensor to malfunction. The problem was noticed at 5:45pm, the machine turned off, and a call immediately placed to maintenance. The answering service took the call. No return call or acknowledgement was made, so a follow up call was made at 6:10pm. At 6:16pm, Adrian, head of Maintenance, returned the call and said that someone would be there within half an hour. At approximately 7:45pm Ray from D[redacted] C[redacted] showed up at our apartment and began the process of extracting the water that had spread from the washer/dryer area to the entire hallway, the master bedroom, master bathroom, master closet, hall bathroom, hall closet, 2nd bedroom and closet, 3rd bedroom, as well has the kitchen pantry. It was basically covering three-quarters of the flooring in our apartment. The carpet in the hallway, one bedroom and the master closet had to be pulled up and the padding removed. Five fans as well as a de-humidifier were placed throughout the apartment. We were told that it would take at least 3 days for the carpet to dry and that we were to not go into the bedrooms in order for it to dry. One of us spent the night away, while the other slept on the floor in the living room. This went on for 5 nights. If someone from maintenance had come at the time the 1st call was placed, the damage could have been contained to a smaller area.
Monday, May 2, 2016 D[redacted] C[redacted] came to check the carpet and said it needed another day to dry. Tuesday, May 3, 2016, D[redacted] C[redacted] came back to remove the fans and de-humidifier and replace the padding and carpet.
Friday, April 29, 2016 a new employee from maintenance came to fix the washer telling us that due to a clog in the line, the sensor that should tell when the tub is full and cut off the water was defective. The problem was fixed. After the person from maintenance left, we went to the office to turn in our 60 day notice. After an unpleasant experience with the office staff, we asked for a signed copy of our notice and proceeded to tell the manager how appalled I was that no one from the property bothered to check on us or even the damage done. The manager, Molly C[redacted], had no idea that any type of problem had occurred.
Tuesday, May 3, 2016 we returned to the office to again voice our displeasure in the way that things were handled and ask for some sort of compensation for our inconvenience. We were told by Molly that if we wanted a hotel room, that’s what our Renter’s Ins[redacted]nce is for. Never once did anyone come to the apartment to check the damage and no apology was made for what we were put through. We weren’t looking for much, just some compassion and an apology. Neither of which was displayed by anyone representing your company.
The last incident we would like to make you aware of occurred May 1, 2016. Attached you will find a picture of the kitchen sink. We went into the kitchen and this is what was discovered. A call was placed, no response was made, another call was placed and again no one bothered to call or come by to check on the problem. Luckily, the sink drained itself and everything was ok, but this is yet another example of the lack of compassion and consideration the staff at Coursey Place Apartment Homes displays.
In our combined experience over many years of apartment living, neither of us have ever experienced the level of problems that we have experienced with this property. We both feel that we need to vacate for our safety and peace of mind. Thank you for your time in listening to this long complaint. We may be reached at the numbers below or the email address this was sent from.
Michelle C[redacted] Lauren B[redacted]