River Terrace Apartments

Message:Please be advised that I am in receipt in the recent complaint letter dated October 7, 20*regarding service issues from the resident, [redacted] , who currently resides at [redacted] ***For your reference, please see the recap below of the sequence of the events that transpired in an effort to satisfy Ms [redacted] concerns.· In regards to the roach and mice issue, again, according to our records, Management conducted every proper step to properly treat Ms [redacted] unit free of pest.· In regards to Ms [redacted] not being informed of the new branded Courtesy Patrol, Initial Security Services had went door-to-door and posted magnets & introduction letters with their information indicated on each magnet to each door shortly after the rebranding in April 20*Initial Security also posted flyers on two separate occasions one in June and also in September on watch door informing them of our Community Event that our hostedThe prior signage form old Courtesy Patrol has been removed as well.· In regards to the parking policy, Management strictly enforces the parking policyIf a resident’s leased parking space is occupied by an unauthorized vehicle, management, Courtesy Patrol and/or the tow company tag the vehicle for towing pursuant to our leaseMs [redacted] only notified the leasing office someone was in her stall, after the car had already movedAt that time she was told to call when the car was there, she was also given the number to courtesy patrol again, and even was provided with a tow tag to use herself as a last resortMs [redacted] also stated it was different cars, all the time making it impossible to determine if it was one particular resident we could notify of the violation.· We only show one work order dated August 16, regarding the light outside of her apartmentMaintenance checked the light again and the light bulb was not completely out; it was just dimThe light fixture has been replaced with a brighter bulb.Should you require anything further regarding this, feel free to contact me at [redacted] Regards, [redacted]

I am rejecting this response because: Yes they did retreat the apartment for roaches but there was more than one roach in the apartmentI also had to reclean the entire apartment after treatment rather than move in.Regarding the mice, they did set traps but was dealing with mice for over month.Regarding parking, when the security company changed I did not receive notification and even the sign outside the gate had the wrong name and number on it so I was unable to call for assistance.Management routinely let people park in unauthorized parking spacesI complained for over months about a person parking in the unassigned space next to me and nothing was ever done until a new resident moved into the apartment that was assigned that space.I most recently requested times for the light outside the apartment across from mine to have the bulb replace, but to date that has not happenedI cannot see to open my door with my keyI have to feel for the lockI am in the process of packing and getting ready to move outI no longer feel safe at that apartment and will be moved out by the end of the monthI have already notified managementBecause of my low income I am not able to pay the rent because I had to leave the apartment and live elsewhere for my own safety

Message: To: whom it my concern,Please be advised that I am in receipt in the recent complaint letter dated September 25, regarding service issues from the resident, *** ***, who currently resides at *** *** *** *** *** *** ** ***For your reference, please see
the recap below of the sequence of events that transpired in an effort to satisfy Ms*** concernsIn regards to the roach issues, our records show that a Maintenance Service Request was submitted by Ms*** on January 25, (Ms*** moved in on January 23, 2013) and noted that she had found one dead roach in her kitchenOn professional pest control technician serviced the unit on January 29, 2013.In regards to nobody accompanying Ms*** at time of moinspection, our records show that a completed moinspection form was signed by both Ms*** and a management representative on day of move in 1/23/In regards to the mice issue and kitchen sink / dishwasher, our records show that a Maintenance Service Request was submitted Ms*** on June 6, Pest control serviced the unit on June 11, Maintenance repaired kitchen sink and dishwasher leak on June 7, 2013.In regards to the parking issue, although River Terrance Management strictly enforces parking policy, it is quite difficult to manage outside of business hoursHowever, Management has encouraged Ms*** on several occasions to contact our courtesy patrol after business hours so they are able to assist her in properly tagging the illegally parked vehiclePlease take note that I have been the Community Director at River Terrance since January and I can clearly recall of only one other incident a few incident a few months ago aside to the current one in which Ms*** has addressed her parking concerns to ManagementThe most recent concern that is addressed by Ms*** regarding parking and safety was brought to Management’s attention on September 16, Management was unaware of Ms*** current engagements prior to September 16, Ms*** came to the leasing office on September 16, where she has also provided written notice to vacateHowever, at this time, Ms*** file was sent to our attorney’s nor nonpayment of September rentI also attempted to speak to Ms*** regarding her concerns and offered resolution, if she acceptedMs*** declined to speak with meI apologize for the lengthy correspondence however I felt it important to document the situation so you have a documented sequence of events for your recordsShould you require anything further regarding this, feel free to contact me at ***.Regards, *** *** Community Director River Terrace

Message:Please be advised that I am in receipt in the recent complaint letter dated October 7, 20*5 regarding service issues from the resident, [redacted], who currently resides at [redacted]. For your reference, please see the recap below of the sequence of the events that transpired in an effort to satisfy Ms. [redacted] concerns.·         In regards to the roach and mice issue, again, according to our records, Management conducted every proper step to properly treat Ms. [redacted] unit free of pest.·         In regards to Ms. [redacted] not being informed of the new branded Courtesy Patrol, Initial Security Services had went door-to-door and posted magnets & introduction letters with their information indicated on each magnet to each door shortly after the rebranding in April 20*5. Initial Security also posted flyers on two separate occasions one in June and also in September on watch door informing them of our Community Event that our hosted. The prior signage form old Courtesy Patrol has been removed as well.·         In regards to the parking policy, Management strictly enforces the parking policy. If a resident’s leased parking space is occupied by an unauthorized vehicle, management, Courtesy Patrol and/or the tow company tag the vehicle for towing pursuant to our lease. Ms. [redacted] only notified the leasing office someone was in her stall, after the car had already moved. At that time she was told to call when the car was there, she was also given the number to courtesy patrol again, and even was provided with a tow tag to use herself as a last resort. Ms. [redacted] also stated it was different cars, all the time making it impossible to determine if it was one particular resident we could notify of the violation.·         We only show one work order dated August 16, 2015 regarding the light outside of her apartment. Maintenance checked the light again and the light bulb was not completely out; it was just dim. The light fixture has been replaced with a brighter bulb.Should you require anything further regarding this, feel free to contact me at [redacted]Regards,[redacted]

I am rejecting this response because: Yes they did retreat the apartment for roaches but there was more than one roach in the apartment. I also had to reclean the entire apartment after treatment rather than move in.Regarding the mice, they did set traps but was dealing with mice for over 1 month.Regarding parking, when the security company changed I did not receive notification and even the sign outside the gate had the wrong name and number on it so I was unable to call for assistance.Management routinely let people park in unauthorized parking spaces. I complained for over 6 months about a person parking in the unassigned space next to me and nothing was ever done until a new resident moved into the apartment that was assigned that space.I most recently requested 3 times for the light outside the apartment across from mine to have the bulb replace, but to date that has not happened. I cannot see to open my door with my key. I have to feel for the lock. I am in the process of packing and getting ready to move out. I no longer feel safe at that apartment and will be moved out by the end of the month. I have already notified management. Because of my low income I am not able to pay the rent because I had to leave the apartment and live elsewhere for my own safety.

Review: Company has failed to provide itemized detail of use of security deposit and/or refund security deposit.

My lease ended on October 31, 2013 and I moved out on October 31, 2013. My reasons for moving out were the slugs in the kitchen and the bugs coming through the side of the front door. Detailed use by River Terrace of security deposit and/or redund of security deposit was due within 21 days of October 31, 2013. River Terrace has failed to provide a detailed use and/or refund security deposit.Desired Settlement: I would like a full refund of my deposit. A neighbor and I spent an entire afternoon cleaning the apartment. Nothing was done to the carpet as paperwork received from River Terrace said it would be replaced if I had lived there a year.

Review: When I moved into my apartment it was cockroach infested. I have to cover up all my things and wait for it to be exterminated before I could unpack. No one walked me to the apartment and did a walk through. I had to ask residence where my apartment was located. They insisted that it was clean and ready to move in. There was not microwave but they insisted that there was. I had to get my own. The apartment was dirty blind were dirty grease on cabinets near stove. Former occupant things were left in cabinet. I had to shampoo the rug 5 times before the water came clean-not black. Had to clean entire apartment after unpacking because of cockroach problem. Had an infestation of mice because pipes under sink were not protected with metal to prevent them from coming in. Shelf under sink is defective and on an angel. Carpet nails (at least 2 feet completely exposed) were exposed between kitchen and hall for over 6 months. Had to ask repeatedly to have it fixed. People parking in my space- have to park on street.Desired Settlement: After repeated requests for help people are still parking in my parking space. One of the people warned to stay out of my parking space became so angry with me that I had to leave and live out of town for 10 days. I had to pay to live out of town. I was not able to work. So I had no money to pay for my full rent. I now needed time to look for another apartment. I was not planning to move now and am very low income. I need to live rent free for this month to be able to move for my own safety.

Business

Response:

Message: To: whom it my concern,Please be advised that I am in receipt in the recent complaint letter dated September 25, 2015 regarding service issues from the resident, [redacted], who currently resides at [redacted]. For your reference, please see the recap below of the sequence of events that transpired in an effort to satisfy Ms. [redacted] concerns. In regards to the roach issues, our records show that a Maintenance Service Request was submitted by Ms. [redacted] on January 25, 2013 (Ms. [redacted] moved in on January 23, 2013) and noted that she had found one dead roach in her kitchen. On professional pest control technician serviced the unit on January 29, 2013.In regards to nobody accompanying Ms. [redacted] at time of move-in inspection, our records show that a completed move-in inspection form was signed by both Ms. [redacted] and a management representative on day of move in 1/23/2015. In regards to the mice issue and kitchen sink / dishwasher, our records show that a Maintenance Service Request was submitted Ms. [redacted] on June 6, 2013. Pest control serviced the unit on June 11, 2013. Maintenance repaired kitchen sink and dishwasher leak on June 7, 2013.In regards to the parking issue, although River Terrance Management strictly enforces parking policy, it is quite difficult to manage outside of business hours. However, Management has encouraged Ms. [redacted] on several occasions to contact our courtesy patrol after business hours so they are able to assist her in properly tagging the illegally parked vehicle. Please take note that I have been the Community Director at River Terrance since January 2015 and I can clearly recall of only one other incident a few incident a few months ago aside to the current one in which Ms. [redacted] has addressed her parking concerns to Management. The most recent concern that is addressed by Ms. [redacted] regarding parking and safety was brought to Management’s attention on September 16, 2015. Management was unaware of Ms. [redacted] current engagements prior to September 16, 2015. Ms. [redacted] came to the leasing office on September 16, 2015 where she has also provided written notice to vacate. However, at this time, Ms. [redacted] file was sent to our attorney’s nor nonpayment of September rent. I also attempted to speak to Ms. [redacted] regarding her concerns and offered resolution, if she accepted. Ms. [redacted] declined to speak with me. I apologize for the lengthy correspondence however I felt it important to document the situation so you have a documented sequence of events for your records. Should you require anything further regarding this, feel free to contact me at [redacted].Regards, [redacted] Community Director River Terrace

Consumer

Response:

I am rejecting this response because: Yes they did retreat the apartment for roaches but there was more than one roach in the apartment. I also had to reclean the entire apartment after treatment rather than move in.Regarding the mice, they did set traps but was dealing with mice for over 1 month.Regarding parking, when the security company changed I did not receive notification and even the sign outside the gate had the wrong name and number on it so I was unable to call for assistance.Management routinely let people park in unauthorized parking spaces. I complained for over 6 months about a person parking in the unassigned space next to me and nothing was ever done until a new resident moved into the apartment that was assigned that space.I most recently requested 3 times for the light outside the apartment across from mine to have the bulb replace, but to date that has not happened. I cannot see to open my door with my key. I have to feel for the lock. I am in the process of packing and getting ready to move out. I no longer feel safe at that apartment and will be moved out by the end of the month. I have already notified management. Because of my low income I am not able to pay the rent because I had to leave the apartment and live elsewhere for my own safety.

Business

Response:

Message:Please be advised that I am in receipt in the recent complaint letter dated October 7, 20*5 regarding service issues from the resident, [redacted], who currently resides at [redacted]. For your reference, please see the recap below of the sequence of the events that transpired in an effort to satisfy Ms. [redacted] concerns.· In regards to the roach and mice issue, again, according to our records, Management conducted every proper step to properly treat Ms. [redacted] unit free of pest.· In regards to Ms. [redacted] not being informed of the new branded Courtesy Patrol, Initial Security Services had went door-to-door and posted magnets & introduction letters with their information indicated on each magnet to each door shortly after the rebranding in April 20*5. Initial Security also posted flyers on two separate occasions one in June and also in September on watch door informing them of our Community Event that our hosted. The prior signage form old Courtesy Patrol has been removed as well.· In regards to the parking policy, Management strictly enforces the parking policy. If a resident’s leased parking space is occupied by an unauthorized vehicle, management, Courtesy Patrol and/or the tow company tag the vehicle for towing pursuant to our lease. Ms. [redacted] only notified the leasing office someone was in her stall, after the car had already moved. At that time she was told to call when the car was there, she was also given the number to courtesy patrol again, and even was provided with a tow tag to use herself as a last resort. Ms. [redacted] also stated it was different cars, all the time making it impossible to determine if it was one particular resident we could notify of the violation.· We only show one work order dated August 16, 2015 regarding the light outside of her apartment. Maintenance checked the light again and the light bulb was not completely out; it was just dim. The light fixture has been replaced with a brighter bulb.Should you require anything further regarding this, feel free to contact me at [redacted]Regards,[redacted]