Please accept this response to [redacted] complaintSince the rejected complaint made on behalf of [redacted] ***, San Paloma and Ms [redacted] have reconciled the misunderstanding which took placeSan Paloma met directly with Ms [redacted] and settled all questions and concerns brought up from prior complaintsSan Paloma has made additional efforts in making sure Ms [redacted] and all residents of San Paloma do not have any problems with calling our phones after business hours for maintenance emergenciesAs to the issues with the pest problems, San Paloma has allowed Ms [redacted] to transfer to a new apartment home, waiving all transfer fees and apartment fees required for the propertyThis allows us to take the necessary remedies to treat her old apartment and have Ms [redacted] feel at home in San Paloma In addition, due to good faith of San Paloma, we will also reimburse Ms [redacted] for any utility fees charged during the move from her old apartment to the new one
Dear Mrs***, Thank you for your recent communication regarding your concerns with San Paloma ApartmentsWe appreciate the opportunity to clarify some of your concerns with our community In regards to your recent complaint regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseenAs we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartmentThis request was made by you (Mayukhee ***) on January 5, and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of floodingYou have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insuranceSince we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or lossin response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all linesWe did not find any problems connecting to our lines or to the answering serviceFor further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letterWe are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctlyLastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any wayDespite your initial feelings, our goal Is to provide every resident with a quality living environmentThough we cannot foresee when a resident issue will occur, we can act swiftly to resolve itWe hope you have found this letter informativeThank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little betterSincerely, San Paloma Management
Complaint: ***
I am rejecting this response because: For one, I have my own pictures of the apartment as well, THERE WERE NO RED STAINS ON THE CARPET OF MY APARTMENT THIS IS A COMPLPETE LIE! THERE WAS ALSO NO SMOKE ODOR IN THE APARTMENT CONSIDERING AGAIN I WAS PREGNANT! THIS IS BLATANT RETALIATION AND I DO HAVE WORK ORDERS FOR THE INADEQUATE A/C CONDITIONS IN THE APARTMENTI WILL BE TAKING YOU TO SMALL CLAIMS COURT REGARDING YOUR RESPONSE AND I HAVE NOTHING ELSE TO SAYYOUR SO CALLED COLLECTION AGENCY IS ALSO BEING RAN FROM SOMEONE'S HOME WHICH IS NOT A LEGITIMATE BUSINESS! I HAVE PICTURES OF THE LOCATION OF THIS COLLECTION AGENCY AS WELL! I WILL ALSO BE SUBMITTING THE MANY COMPLAINTS OF YOUR UNETHICAL PRACTICES TO THE COURTS AS WELL!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have only accepted that I cannot argue and even though I still know for a fact that I did clean the apartment, I am unable to argue as I did not protect myself by taking pictures of the clean apartmentThat is my own fault and I will remember to do so in any future apartment in order to protect my rightsHowever, when I received the bill, the letter stated I had until September 30th to pay the amount dueAfter I submitted this complaint and informed the management I had done so I was met with rude responses and harassment in addition to being informed that I needed to pay the amount due by September 9thWhen I asked the management if this was the case I was simply told the letter was wrong and that it was on a particular office worker's desk the day I called starting the disputeHowever when I called, and the office employee looked up my records and my lease and took my information, I was not informed of the date change, despite the claim that he had been told earlier that day to call and tell me of the changeI was not informed of the change until the management began sending me rude emailsI attempted to explain that I just wanted to be listened to, but instead I was met with passive aggression and horrible customer serviceAfter a phone call where I tried to discuss the matter, but got nowhere, I received a harassing email about "accusations" I madeI did not accuse anything, I simply stated that there were other possibilities that the management had not considered, nor did they take seriously when I brought them upI simply wanted to be listened to and treated with respect and good customer service, and in this they have failed and I am surprised with this level of "customer service" that they have such a high rating with the Revdex.comThe blinds weren't so much an issue, I had just read another review where someone else had mentioned they tend to be frailMy main things were the sweeping and the drip pansA total of $I was not "just trying to get out of paying." But now I don't care about the $Only the poor customer service and disrespect just because I wanted my side of the story heardAttached are pictures showing examples of responses I received and the letter stating I had until September 30th
Regards,
*** ***
Dear Mrs***, Thank you for your recent communication regarding your concerns with San Paloma ApartmentsWe appreciate the opportunity to clarify some of your concerns with our community In regards to your recent complaint
regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseenAs we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartmentThis request was made by you (Mayukhee ***) on January 5, and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of floodingYou have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insuranceSince we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or lossin response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all linesWe did not find any problems connecting to our lines or to the answering serviceFor further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letterWe are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctlyLastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any wayDespite your initial feelings, our goal Is to provide every resident with a quality living environmentThough we cannot foresee when a resident issue will occur, we can act swiftly to resolve itWe hope you have found this letter informativeThank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little betterSincerely, San Paloma Management
Complaint: [redacted]
I am rejecting this response because: I have proof that San Paloma management intentionally disconnect emergency maintenance phone line over the weekends and after hours. I have call recordings to prove it. As a matter of fact today I have a bad water leak in my kitchen and I tried to call the emergency maintenance number about 6 times to have someone come over and fix it. I called the number they gave me and it just kept ringing, nobody responded. This is a serious issue and shows that the management is not serious about tenant safety and wellness. I recorded the calsl to prove that they intentionally disconnected the phone.Also last week I had a bad roach infestation.the roaches came from the apartment next door because when I moved in there was no roaches, at least not that I could see. The pest control guy said that it happened because one of the maintenance guy used a bug fogger in the apartment next door and thus drove all the roaches to my apartment over the weekend. As a result I had to change apartments. But I had paid almost $100 for just the connection of [redacted] and [redacted] electricity services which are non-refundable. When I moved to the new apartment I had to pay those fees again to get my gas and electricity connected. I want the apartment management to reimburse me of that money and not charge me for the water bill for both apartments. When I signed up for the lease I did not sign up to live in a roach infested apartment. This is a serious violation of health code and I want to be reimbursed. I also have pictures taken of the roach infestation inside my apartment and showed it to the manager of San Paloma. I am doing my part, paying rent on time, I would like the same from the apartment management to take responsibility and do what they promised to do.
Regards,
[redacted]
September 16, 2016Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752RE: Complaint #[redacted] To Whom It May Concern:[redacted] strives for customer satisfaction within the terms of the Texas Apartment Association Lease Contract. In this complaint from Ms. [redacted]...
[redacted], there are false accusations and claims being made in an attempt to avoid paying charges for damages and cleaning that was required in her apartment after move out.All residents are required to thoroughly clean their apartment before move out. Management even provides a detailed list of cleaning instructions to follow to avoid additional charges after move out. Ms. [redacted] simply did not follow these instructions and left the stove drip pans and entire floor filthy. I personally checked her apartment within a few hours after she turned in her keys. I documented and took photos of the required cleaning and damages. The photos speak for themselves and are time/date stamped proving that her claim that the apartment sat vacant and the "dust collecting afterward" is impossible.She also claims that the blinds were broken due to them being "old and frail". According to her Move-In Inventory/Condition form, the blinds were in good condition at move-in. It is obvious that the single broken section was due to repeated bending of the slats in that area. If the overall condition of the binds was so "old and frail" as she claims, there would be broken slats in other areas as well. In addition, the broken blinds were never reported to the office. For these reasons, she is responsible for the damage.Ms. [redacted] also is demanding the return of the refundable portion of her pet deposit. We have explained to her that the $200 refundable portion of her pet deposit was indeed applied towards her balance at move-out, as the deposit is intended for. The application of this $200 deposit appears on her Final Account Statement and was correctly applied.[redacted] reviewed the documentation and photos in response to each of Ms. [redacted]'s claims, as it is never our intent to charge a resident incorrectly. With each charge, it was again confirmed as valid and accurate. Although we strive for resident satisfaction, we cannot simply void or waive valid, accurate charges that are the resident's responsibilities under the lease contract, as Ms. [redacted] is requesting.Sincerely, [redacted]
Dear Mrs. [redacted], Thank you for your recent communication regarding your concerns with San Paloma Apartments. We appreciate the opportunity to clarify some of your concerns with our community. In regards to your recent complaint regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseen. As we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartment. This request was made by you (Mayukhee [redacted]) on January 5, 2017 and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, 2017. During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of flooding. You have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insurance. Since we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or loss. in response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all lines. We did not find any problems connecting to our lines or to the answering service. For further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letter. We are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctly. Lastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any way. Despite your initial feelings, our goal Is to provide every resident with a quality living environment. Though we cannot foresee when a resident issue will occur, we can act swiftly to resolve it. We hope you have found this letter informative. Thank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little better. Sincerely, San Paloma Management
Please accept this response to [redacted] complaint. Since the rejected complaint made on behalf of [redacted], San Paloma and Ms. [redacted] have reconciled the misunderstanding which took place. San Paloma met directly with Ms. [redacted] and settled all questions and concerns brought up from prior complaints. San Paloma has made additional efforts in making sure Ms. [redacted] and all residents of San Paloma do not have any problems with calling our phones after business hours for maintenance emergencies. As to the issues with the pest problems, San Paloma has allowed Ms. [redacted] to transfer to a new apartment home, waiving all transfer fees and apartment fees required for the property. This allows us to take the necessary remedies to treat her old apartment and have Ms. [redacted] feel at home in San Paloma. In addition, due to good faith of San Paloma, we will also reimburse Ms. [redacted] for any utility fees charged during the move from her old apartment to the new one.
August 29, 2017To: Revdex.com 1805 Rutherford Lane Ste 100Austin, TX 78754From: Red River Ranch [redacted]RE: Case #[redacted]To Whom It May Concern, This letter is in response to Ms. [redacted]’s complaint and her false statement. In...
regards to her accusation of being falsely charged for carpet, is not accurate. After looking over Ms. [redacted]’s file, I do not show any work orders placed regarding flooring. After cross referencing her Inventory and Condition Form, she did not document anything regarding the carpet being damaged at the time she took possession. These charges are accurate and will remain as is. Regarding her statement of retaliation is false. We never retaliate against residents for any reason. We simply had to replace flooring due to heavy red stains throughout, the painter had to conduct a full paint job and we had to install an ozone machine to remove smoke odor from the apartment. We conduct our move out statements strictly going off of the Lease Contract and cross referencing the Inventory and Condition form and will continue to do so. All of these items charged were documented, photographed, and are accurate. In regards to her credit report we notified Ms. [redacted] of these charges not just once but twice and she failed to pay off balance, make payment arrangements or challenge or inquire about the charges. Since she failed to respond, her account has been turned over to our collection agency. Sincerely, [redacted]Property Manager
Please accept this response to [redacted] complaintSince the rejected complaint made on behalf of [redacted] ***, San Paloma and Ms [redacted] have reconciled the misunderstanding which took placeSan Paloma met directly with Ms [redacted] and settled all questions and concerns brought up from prior complaintsSan Paloma has made additional efforts in making sure Ms [redacted] and all residents of San Paloma do not have any problems with calling our phones after business hours for maintenance emergenciesAs to the issues with the pest problems, San Paloma has allowed Ms [redacted] to transfer to a new apartment home, waiving all transfer fees and apartment fees required for the propertyThis allows us to take the necessary remedies to treat her old apartment and have Ms [redacted] feel at home in San Paloma In addition, due to good faith of San Paloma, we will also reimburse Ms [redacted] for any utility fees charged during the move from her old apartment to the new one
Dear Mrs***, Thank you for your recent communication regarding your concerns with San Paloma ApartmentsWe appreciate the opportunity to clarify some of your concerns with our community In regards to your recent complaint regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseenAs we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartmentThis request was made by you (Mayukhee ***) on January 5, and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of floodingYou have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insuranceSince we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or lossin response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all linesWe did not find any problems connecting to our lines or to the answering serviceFor further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letterWe are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctlyLastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any wayDespite your initial feelings, our goal Is to provide every resident with a quality living environmentThough we cannot foresee when a resident issue will occur, we can act swiftly to resolve itWe hope you have found this letter informativeThank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little betterSincerely, San Paloma Management
Complaint: ***
I am rejecting this response because: For one, I have my own pictures of the apartment as well, THERE WERE NO RED STAINS ON THE CARPET OF MY APARTMENT THIS IS A COMPLPETE LIE! THERE WAS ALSO NO SMOKE ODOR IN THE APARTMENT CONSIDERING AGAIN I WAS PREGNANT! THIS IS BLATANT RETALIATION AND I DO HAVE WORK ORDERS FOR THE INADEQUATE A/C CONDITIONS IN THE APARTMENTI WILL BE TAKING YOU TO SMALL CLAIMS COURT REGARDING YOUR RESPONSE AND I HAVE NOTHING ELSE TO SAYYOUR SO CALLED COLLECTION AGENCY IS ALSO BEING RAN FROM SOMEONE'S HOME WHICH IS NOT A LEGITIMATE BUSINESS! I HAVE PICTURES OF THE LOCATION OF THIS COLLECTION AGENCY AS WELL! I WILL ALSO BE SUBMITTING THE MANY COMPLAINTS OF YOUR UNETHICAL PRACTICES TO THE COURTS AS WELL!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I have only accepted that I cannot argue and even though I still know for a fact that I did clean the apartment, I am unable to argue as I did not protect myself by taking pictures of the clean apartmentThat is my own fault and I will remember to do so in any future apartment in order to protect my rightsHowever, when I received the bill, the letter stated I had until September 30th to pay the amount dueAfter I submitted this complaint and informed the management I had done so I was met with rude responses and harassment in addition to being informed that I needed to pay the amount due by September 9thWhen I asked the management if this was the case I was simply told the letter was wrong and that it was on a particular office worker's desk the day I called starting the disputeHowever when I called, and the office employee looked up my records and my lease and took my information, I was not informed of the date change, despite the claim that he had been told earlier that day to call and tell me of the changeI was not informed of the change until the management began sending me rude emailsI attempted to explain that I just wanted to be listened to, but instead I was met with passive aggression and horrible customer serviceAfter a phone call where I tried to discuss the matter, but got nowhere, I received a harassing email about "accusations" I madeI did not accuse anything, I simply stated that there were other possibilities that the management had not considered, nor did they take seriously when I brought them upI simply wanted to be listened to and treated with respect and good customer service, and in this they have failed and I am surprised with this level of "customer service" that they have such a high rating with the Revdex.comThe blinds weren't so much an issue, I had just read another review where someone else had mentioned they tend to be frailMy main things were the sweeping and the drip pansA total of $I was not "just trying to get out of paying." But now I don't care about the $Only the poor customer service and disrespect just because I wanted my side of the story heardAttached are pictures showing examples of responses I received and the letter stating I had until September 30th
Regards,
*** ***
Dear Mrs***, Thank you for your recent communication regarding your concerns with San Paloma ApartmentsWe appreciate the opportunity to clarify some of your concerns with our community In regards to your recent complaint
regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseenAs we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartmentThis request was made by you (Mayukhee ***) on January 5, and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of floodingYou have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insuranceSince we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or lossin response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all linesWe did not find any problems connecting to our lines or to the answering serviceFor further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letterWe are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctlyLastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any wayDespite your initial feelings, our goal Is to provide every resident with a quality living environmentThough we cannot foresee when a resident issue will occur, we can act swiftly to resolve itWe hope you have found this letter informativeThank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little betterSincerely, San Paloma Management
Complaint: [redacted]
I am rejecting this response because: I have proof that San Paloma management intentionally disconnect emergency maintenance phone line over the weekends and after hours. I have call recordings to prove it. As a matter of fact today I have a bad water leak in my kitchen and I tried to call the emergency maintenance number about 6 times to have someone come over and fix it. I called the number they gave me and it just kept ringing, nobody responded. This is a serious issue and shows that the management is not serious about tenant safety and wellness. I recorded the calsl to prove that they intentionally disconnected the phone.Also last week I had a bad roach infestation.the roaches came from the apartment next door because when I moved in there was no roaches, at least not that I could see. The pest control guy said that it happened because one of the maintenance guy used a bug fogger in the apartment next door and thus drove all the roaches to my apartment over the weekend. As a result I had to change apartments. But I had paid almost $100 for just the connection of [redacted] and [redacted] electricity services which are non-refundable. When I moved to the new apartment I had to pay those fees again to get my gas and electricity connected. I want the apartment management to reimburse me of that money and not charge me for the water bill for both apartments. When I signed up for the lease I did not sign up to live in a roach infested apartment. This is a serious violation of health code and I want to be reimbursed. I also have pictures taken of the roach infestation inside my apartment and showed it to the manager of San Paloma. I am doing my part, paying rent on time, I would like the same from the apartment management to take responsibility and do what they promised to do.
Regards,
[redacted]
September 16, 2016Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752RE: Complaint #[redacted] To Whom It May Concern:[redacted] strives for customer satisfaction within the terms of the Texas Apartment Association Lease Contract. In this complaint from Ms. [redacted]...
[redacted], there are false accusations and claims being made in an attempt to avoid paying charges for damages and cleaning that was required in her apartment after move out.All residents are required to thoroughly clean their apartment before move out. Management even provides a detailed list of cleaning instructions to follow to avoid additional charges after move out. Ms. [redacted] simply did not follow these instructions and left the stove drip pans and entire floor filthy. I personally checked her apartment within a few hours after she turned in her keys. I documented and took photos of the required cleaning and damages. The photos speak for themselves and are time/date stamped proving that her claim that the apartment sat vacant and the "dust collecting afterward" is impossible.She also claims that the blinds were broken due to them being "old and frail". According to her Move-In Inventory/Condition form, the blinds were in good condition at move-in. It is obvious that the single broken section was due to repeated bending of the slats in that area. If the overall condition of the binds was so "old and frail" as she claims, there would be broken slats in other areas as well. In addition, the broken blinds were never reported to the office. For these reasons, she is responsible for the damage.Ms. [redacted] also is demanding the return of the refundable portion of her pet deposit. We have explained to her that the $200 refundable portion of her pet deposit was indeed applied towards her balance at move-out, as the deposit is intended for. The application of this $200 deposit appears on her Final Account Statement and was correctly applied.[redacted] reviewed the documentation and photos in response to each of Ms. [redacted]'s claims, as it is never our intent to charge a resident incorrectly. With each charge, it was again confirmed as valid and accurate. Although we strive for resident satisfaction, we cannot simply void or waive valid, accurate charges that are the resident's responsibilities under the lease contract, as Ms. [redacted] is requesting.Sincerely, [redacted]
Dear Mrs. [redacted], Thank you for your recent communication regarding your concerns with San Paloma Apartments. We appreciate the opportunity to clarify some of your concerns with our community. In regards to your recent complaint regarding the toilet, although the issue can be troublesome, we assure you these types of maintenance issues are very common and unforeseen. As we reviewed all the service requests for your apartment, we have found only one request was made regarding your toilet leaking in your apartment. This request was made by you (Mayukhee [redacted]) on January 5, 2017 and was responded and fixed by one of San Paloma's maintenance technicians on the same day January 5, 2017. During the toilet repair and subsequent Inspection, our technician did not find any standing water or any apparent signs of flooding. You have now stated the toilet has caused your apartment to flood in turn damaging your personal belongings; for this very reason, our best practice has been to convey the importance of obtaining renters insurance. Since we responded and repaired the reported issue, there is no error on our part and we suggest contacting your Insurance company to file a claim for any perceived damages or loss. in response to your issue regarding the after-hours phone service, once it was brought to our attention you had trouble contacting maintenance we tested all lines. We did not find any problems connecting to our lines or to the answering service. For further reassurance, we have spoken to several residents who have placed calls to the after-hours service and they did not receive the same response as you have stated in your letter. We are not sure what may have occurred during the times you claim to have contacted the office (or answering service), but as far as we know, our after-hours emergency answering service is operating correctly. Lastly, in response to your request to terminate the lease and to be paid for damages, etc.; we cannot in good faith honor your request, San Paloma Apartments has acted diligently and promptly to your needs and has not violated the lease in any way. Despite your initial feelings, our goal Is to provide every resident with a quality living environment. Though we cannot foresee when a resident issue will occur, we can act swiftly to resolve it. We hope you have found this letter informative. Thank you again for your letter of concern and for allowing us to explain our tenant/landlord relationship a little better. Sincerely, San Paloma Management
Please accept this response to [redacted] complaint. Since the rejected complaint made on behalf of [redacted], San Paloma and Ms. [redacted] have reconciled the misunderstanding which took place. San Paloma met directly with Ms. [redacted] and settled all questions and concerns brought up from prior complaints. San Paloma has made additional efforts in making sure Ms. [redacted] and all residents of San Paloma do not have any problems with calling our phones after business hours for maintenance emergencies. As to the issues with the pest problems, San Paloma has allowed Ms. [redacted] to transfer to a new apartment home, waiving all transfer fees and apartment fees required for the property. This allows us to take the necessary remedies to treat her old apartment and have Ms. [redacted] feel at home in San Paloma. In addition, due to good faith of San Paloma, we will also reimburse Ms. [redacted] for any utility fees charged during the move from her old apartment to the new one.
August 29, 2017To: Revdex.com 1805 Rutherford Lane Ste 100Austin, TX 78754From: Red River Ranch [redacted]RE: Case #[redacted]To Whom It May Concern, This letter is in response to Ms. [redacted]’s complaint and her false statement. In...
regards to her accusation of being falsely charged for carpet, is not accurate. After looking over Ms. [redacted]’s file, I do not show any work orders placed regarding flooring. After cross referencing her Inventory and Condition Form, she did not document anything regarding the carpet being damaged at the time she took possession. These charges are accurate and will remain as is. Regarding her statement of retaliation is false. We never retaliate against residents for any reason. We simply had to replace flooring due to heavy red stains throughout, the painter had to conduct a full paint job and we had to install an ozone machine to remove smoke odor from the apartment. We conduct our move out statements strictly going off of the Lease Contract and cross referencing the Inventory and Condition form and will continue to do so. All of these items charged were documented, photographed, and are accurate. In regards to her credit report we notified Ms. [redacted] of these charges not just once but twice and she failed to pay off balance, make payment arrangements or challenge or inquire about the charges. Since she failed to respond, her account has been turned over to our collection agency. Sincerely, [redacted]Property Manager