Santa Rosa Apartment Homes

Initial Business Response / [redacted] (1000, 5, 2016/03/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wng.com On 2/19/at approx9:30pm, Santa Rosa's emergency technician returned a call to [redacted] within minutes of receiving a voicemail message The call was abruptly terminated by the resident while the technician attempted to ask information, stating he would seek help from emergency servicesThe Fire Department and Gas Company were dispatched and the gas valve was closed off until repairs could be madeOn 2/20/16, the technician returned to the apartment, pulled the stove from the wall (at no time was this requested of the resident to do himself) and found the main valve at the wall to be covered by protective tape and the line to the stove still connectedThe resident left the kitchen and waited in his living room areaAt this time, the technician turned the gas valve on at the wall and proceeded to smell around the valve and line connecting to the stove's regulatorHe called out to the resident conversationally that he did not smell a leak and was about to go to collect more equipment to better assess the appliance, when the resident began yelling and demanding the technician leave immediatelyThe technician was alarmed by the sudden act of rage and tried to explain himself, however the resident would not hear itThe technician then returned to the stove to close the gas valve so that there was no risk of gas leaking from the line (this act was perceived by the resident as "refusal to leave"; however the resident did not understand the technician's intentions for the safety of the residentThe technician then vacated the apartment The stove was replaced on 2/21/without incidentThe resident's demands for a month's free rent due to their feelings of "hostility" are not supported and cannot be offeredHowever, Management has agreed to release resident and his roommate from their lease without penalty as a customer service gestureThis offer was expressed to Resident via email on March 13, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I was specifically requested to move the stove on my ownSecond, I asked multiple time for the technician to leave my residence politelyThird, the technician on the night of the phone call still never showed upFourth, the fact that I have emails from company staff stating to remove my complaint from the Revdex.com and they will terminate the lease without penaltyFifth, ***, has now formally lied in response to the Revdex.comSixth, I will be taking further legal action against this businessSeventh, I am also reporting this to DA, the California Department of Consumer Affairs, and the states attorneyI have video, proof off everything that happenedI recorded the entire incidentThe technician specifically stated that he would not fix the leakThis in turn is negligence on behalf the company he representsOnly once the matter was escalated did they then send another technician to fix the issueI'm beyond infuriated with the lies that the company has responded withI have informed them all further comunications from them direct towards myself regarding this lease will now go directly through my attorney Final Business Response / [redacted] (4000, 9, 2016/03/25) */ Santa Rosa Apartments is committed to treating all residents and guests with the utmost respect and professionalismWhile some minor facts are in dispute as to what happened while the technician was in the apartment home, the resident's stove was replaced in a timely manner after the leak was reported without incidentManagement has attempted to resolve the matter to the resident's satisfaction and has contacted the resident directly Final Consumer Response / [redacted] (4200, 11, 2016/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Management has not done anything to rectify the situation, until after the Revdex.com complaint was filedWe have been treated as though we have done something wrongWhen it was their technician that was completely disrespectful in our apartmentIn the world of business the customer is always rightHowever, that has not been the case with themIt has continuously been blamed on "miscommunication" there has been none of thatThe call was terminated because on the call with the technician he said I need to make sure it's a gas leakIf I call and say there is a gas leak in my apartment someone should respond without questionSo I terminated the phone call and called EMSThen the next day the technician refused to replace my stove saying it was not brokenSo I asked him to leave multiple times politely when he did not I yelled at him only after asking 10xs and after him making me move my own stoveThe fact that they want to sit here and deny everything and not admit to any wrong doing is pointlessI'm beyond fed upI have no reason to lie abou what happenedI do not care about getting out of the lease at this point or about a months free rentThey won't provide anything to rectify the situtaionI just want to make sure this doesn't happen to another tenantThese actions do violate tenant rights in the state of CaliforniaI have already filed other complaints where they needs to be filed

Customer service related problemsPertaining to the treatment I have received by maintenance staff as well as Management at the complex
So about two weeks ago, I had a gas leak in my apartmentI called the emergency maintenance lineThe person that answered the call never showed upI proceeded to call EMSThe fire department arrived and determined 100% there was a gas leakThe fire department had the gas company come out and determine where the leak was coming fromIt was determined that the leak was coming from the regulator of the stove(All appliances are owned by property management.) So the day after I went to the main office to have a maintenance order placedThe man that came to my house, made me move the stove, tried to tell me several times that there was no gas leakMind the fact that the fire department and gas company have already determined there is a gas leakThat was coming from the regulator in the stoveThe maintenance man refused to fix my stoveSo, I a

Initial Business Response /* (1000, 5, 2016/03/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wng.com
On 2/19/at approx9:30pm, Santa Rosa's emergency technician returned a call to *** within minutes of receiving a voicemail message
The call was abruptly terminated by the resident while the technician attempted to ask information, stating he would seek help from emergency services The Fire Department and Gas Company were dispatched and the gas valve was closed off until repairs could be made On 2/20/16, the technician returned to the apartment, pulled the stove from the wall (at no time was this requested of the resident to do himself) and found the main valve at the wall to be covered by protective tape and the line to the stove still connected The resident left the kitchen and waited in his living room area At this time, the technician turned the gas valve on at the wall and proceeded to smell around the valve and line connecting to the stove's regulator He called out to the resident conversationally that he did not smell a leak and was about to go to collect more equipment to better assess the appliance, when the resident began yelling and demanding the technician leave immediately The technician was alarmed by the sudden act of rage and tried to explain himself, however the resident would not hear it The technician then returned to the stove to close the gas valve so that there was no risk of gas leaking from the line (this act was perceived by the resident as "refusal to leave"; however the resident did not understand the technician's intentions for the safety of the resident The technician then vacated the apartment
The stove was replaced on 2/21/without incident The resident's demands for a month's free rent due to their feelings of "hostility" are not supported and cannot be offered However, Management has agreed to release resident and his roommate from their lease without penalty as a customer service gestureThis offer was expressed to Resident via email on March 13,
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I was specifically requested to move the stove on my ownSecond, I asked multiple time for the technician to leave my residence politelyThird, the technician on the night of the phone call still never showed upFourth, the fact that I have emails from company staff stating to remove my complaint from the Revdex.com and they will terminate the lease without penaltyFifth, ***, has now formally lied in response to the Revdex.comSixth, I will be taking further legal action against this businessSeventh, I am also reporting this to DA, the California Department of Consumer Affairs, and the states attorneyI have video, proof off everything that happenedI recorded the entire incident The technician specifically stated that he would not fix the leakThis in turn is negligence on behalf the company he representsOnly once the matter was escalated did they then send another technician to fix the issueI'm beyond infuriated with the lies that the company has responded withI have informed them all further comunications from them direct towards myself regarding this lease will now go directly through my attorney
Final Business Response /* (4000, 9, 2016/03/25) */
Santa Rosa Apartments is committed to treating all residents and guests with the utmost respect and professionalism While some minor facts are in dispute as to what happened while the technician was in the apartment home, the resident's stove was replaced in a timely manner after the leak was reported without incident Management has attempted to resolve the matter to the resident's satisfaction and has contacted the resident directly
Final Consumer Response /* (4200, 11, 2016/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Management has not done anything to rectify the situation, until after the Revdex.com complaint was filedWe have been treated as though we have done something wrongWhen it was their technician that was completely disrespectful in our apartmentIn the world of business the customer is always rightHowever, that has not been the case with themIt has continuously been blamed on "miscommunication" there has been none of thatThe call was terminated because on the call with the technician he said I need to make sure it's a gas leakIf I call and say there is a gas leak in my apartment someone should respond without questionSo I terminated the phone call and called EMSThen the next day the technician refused to replace my stove saying it was not brokenSo I asked him to leave multiple times politely when he did not I yelled at him only after asking 10xs and after him making me move my own stoveThe fact that they want to sit here and deny everything and not admit to any wrong doing is pointlessI'm beyond fed upI have no reason to lie abou what happenedI do not care about getting out of the lease at this point or about a months free rentThey won't provide anything to rectify the situtaionI just want to make sure this doesn't happen to another tenantThese actions do violate tenant rights in the state of CaliforniaI have already filed other complaints where they needs to be filed

Initial Business Response /* (1000, 5, 2016/03/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wng.com
On 2/19/16 at approx. 9:30pm, Santa Rosa's emergency technician returned a call to [redacted] within 3 minutes of receiving a voicemail message. ...

The call was abruptly terminated by the resident while the technician attempted to ask information, stating he would seek help from emergency services. The Fire Department and Gas Company were dispatched and the gas valve was closed off until repairs could be made. On 2/20/16, the technician returned to the apartment, pulled the stove from the wall (at no time was this requested of the resident to do himself) and found the main valve at the wall to be covered by protective tape and the line to the stove still connected. The resident left the kitchen and waited in his living room area. At this time, the technician turned the gas valve on at the wall and proceeded to smell around the valve and line connecting to the stove's regulator. He called out to the resident conversationally that he did not smell a leak and was about to go to collect more equipment to better assess the appliance, when the resident began yelling and demanding the technician leave immediately. The technician was alarmed by the sudden act of rage and tried to explain himself, however the resident would not hear it. The technician then returned to the stove to close the gas valve so that there was no risk of gas leaking from the line (this act was perceived by the resident as "refusal to leave"; however the resident did not understand the technician's intentions for the safety of the resident. The technician then vacated the apartment.
The stove was replaced on 2/21/16 without incident. The resident's demands for a month's free rent due to their feelings of "hostility" are not supported and cannot be offered. However, Management has agreed to release resident and his roommate from their lease without penalty as a customer service gesture. This offer was expressed to Resident via email on March 13, 2016.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I was specifically requested to move the stove on my own. Second, I asked multiple time for the technician to leave my residence politely. Third, the technician on the night of the phone call still never showed up. Fourth, the fact that I have emails from company staff stating to remove my complaint from the Revdex.com and they will terminate the lease without penalty. Fifth, [redacted], has now formally lied in response to the Revdex.com. Sixth, I will be taking further legal action against this business. Seventh, I am also reporting this to DA, the California Department of Consumer Affairs, and the states attorney. I have video, proof off everything that happened. I recorded the entire incident. The technician specifically stated that he would not fix the leak. This in turn is negligence on behalf the company he represents. Only once the matter was escalated did they then send another technician to fix the issue. I'm beyond infuriated with the lies that the company has responded with. I have informed them all further comunications from them direct towards myself regarding this lease will now go directly through my attorney.
Final Business Response /* (4000, 9, 2016/03/25) */
Santa Rosa Apartments is committed to treating all residents and guests with the utmost respect and professionalism. While some minor facts are in dispute as to what happened while the technician was in the apartment home, the resident's stove was replaced in a timely manner after the leak was reported without incident. Management has attempted to resolve the matter to the resident's satisfaction and has contacted the resident directly.
Final Consumer Response /* (4200, 11, 2016/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Management has not done anything to rectify the situation, until after the Revdex.com complaint was filed. We have been treated as though we have done something wrong. When it was their technician that was completely disrespectful in our apartment. In the world of business the customer is always right. However, that has not been the case with them. It has continuously been blamed on "miscommunication" there has been none of that. The call was terminated because on the call with the technician he said I need to make sure it's a gas leak. If I call and say there is a gas leak in my apartment someone should respond without question. So I terminated the phone call and called EMS. Then the next day the technician refused to replace my stove saying it was not broken. So I asked him to leave multiple times politely when he did not I yelled at him only after asking 10xs and after him making me move my own stove. The fact that they want to sit here and deny everything and not admit to any wrong doing is pointless. I'm beyond fed up. I have no reason to lie abou what happened. I do not care about getting out of the lease at this point or about a months free rent. They won't provide anything to rectify the situtaion. I just want to make sure this doesn't happen to another tenant. These actions do violate tenant rights in the state of California. I have already filed other complaints where they needs to be filed.