Senior Education Center

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.
Regards,
[redacted]
That is a complete and utter lie. We were not offered a downstairs apartment and for you to say so is disgusting. You were not here. If that is what your employee put into the system then you have hired a very dishonest person. I have no reason to lie and find the fact that your employee is falsifying records to be despicable. If I was offered a downstairs apartment or of the upstairs apartment I moved into have been prepared in proper manner I would not have a problem. If the property manager was in her office more times than not then we would not have this problem. All you have to do is ask the rest of the community here.

Previous resident was offered to be able to pay the balance in the office and have the amount removed from her credit once the balance was paid. No response received from the previous resident once the offer was made.

In response to the complaint by [redacted] currently living in apartment #[redacted] to Revdex.com. We offer our residents several ways of communication to communicate with us.  Residents may contact us through texting, email, office visit and telephone, Ms. [redacted] has used these ways to communicate...

with us in the past and currently.  We have contacted [redacted] regarding complaints given to try to resolve any issues she may have/had, she replied that most of the complaints giving were complaints before current company purchase the community in October 2012.  The issues with:   Rats,  Mold, Transferring to different unit:   All were complaints with prior management company and owner.  Her current complaint is for us to give her permission to install a window ac unit.  We don’t allow residents to install ac windows unit, as it is against the [redacted] City Fire Code.The last AC request giving by Ms. [redacted], AC not cooling properly in 2nd bedroom (completed work order attached), this was addressed same day.Maintenance notice several items covering ac vent which, we explained to her that she would have to remove the clutter and several items from ac vent. (picture attached) The only current request we have received from Ms. [redacted] was giving to us 7/27/17 regarding hot water pressure, which was addressed/completed next day. (completed work order attached) Ms. [redacted] reported to us that roof/siding contractors were using her electric and water without permission, this was addressed the same day it was reported. In conclusion, after speaking with [redacted], we asked her if she has any other current issues that she may have but, as of today she has not responded.  Thank you in advance for allowing us to answer this complaint and giving us the opportunity to resolve this complaint/dispute.  Sincerely, Nakala [redacted]  WP Property Manager

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]

To Whom it May Concern:   All request have been addressed with complainant (see the attached email confirmation time and date stamped below).  I have also attached the original work order from 2/21 giving permission to enter anytime, the work however was scheduled with the resident...

per their request and was also cancelled per their request. Regarding hours of operation We are open Monday-Friday 8:30-5:30 Saturday 10-5 the maintenance technicians work Monday- Friday and are on emergency on-call after hours and weekend.  Emergency request consist of flood, ac outage, heater outage, appliance outage or fire all other work orders are processed the next business day. The resident can choose to be present for the work order request however we do not make appointments, the resident is however not required to be home only that all pets are kenneled. Please let us know if any other documentation is needed for this compliant. From: Sarah [redacted]Sent: Monday, March 6, 2017 2:24 PMTo: [redacted]Cc: [redacted]Subject: Re: Palo Alto- #[redacted] work order[redacted] The office is open on the weekends as the leasing agents are here from 10-5 on Saturdays, however maintenance does not work on the weekends they are just on-call for emergencies only such as fire, heater, ac, ect. I have attached our email logs, the resident cancelled there request after an initial schedule for March, 3rd.  I am really not sure what else she is wanting since she is not allowing up to address her work order. Regards, Sarah [redacted] | Community ManagerPalo Alto Apartment Homes3808 Post Oak Blvd |Euless, TX 76040Office 817.540.2399 | Fax 817.868.0730 From: [redacted]>Sent: Thursday, March 2, 2017 5:33:46 PMTo: Sarah [redacted]Subject: Re: [redacted] Yes I am canceling the cleaning pending my response from upper management. I will update you on another dateSent from my iPhoneOn Mar 2, 2017, at 3:40 PM, Sarah [redacted] <s[redacted]> wrote:Please verify that you want to cancel as we must have 24 hour notice to schedule the carpet clean and they do not work on Saturdays, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:29:59 PMTo: Sarah [redacted]Subject: [redacted]I would like to suspend the carpet cleaning and repair until I speak with corporate concerning entry into my apt. Without me being thereSent from my iPhoneFrom: Sarah [redacted]Sent: Thursday, March 2, 2017 3:33 PMTo: [redacted]Cc: Palo AltoSubject: Re: Palo Alto- status of [redacted] This has been received and you are on the schedule for tomorrow, Friday March 3  PM clean between 12-5pm. Please make sure your pets are kenneled to gain entry, thank you. Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 3:16 PMTo: Sarah [redacted]Subject: Fwd: Palo Alto- status of [redacted]Please respond that the below email was read and confirmed.Thank youSent from my iPhoneBegin forwarded message:From: [redacted]>Date: March 2, 2017 at 10:11:46 AM CSTTo: Sarah [redacted] <[redacted]>Cc: "[email protected]" <[email protected]>Subject: Re: Palo Alto-  status of [redacted]Yes and please ensure and Confirm that they check the cabinet status behind the dishwasher as well as the If may required pulling out the dishwasher, so I will make sure it's empty. Also the area under the temporary plywood. If it has to be removed for a thorough inspection that is ok as long as something is in-placed once complete. Again, please note that both request are asked to be implemented during the latter half of the day.  Where will the result of your findings be located and when with the information be available?Thank youSent from my iPhoneOn Mar 2, 2017, at 9:42 AM, Sarah [redacted] <[redacted]> wrote:So both tomorrow? Just confirming thanks Regards,Sarah [redacted] | Community Manager From: [redacted]>Sent: Thursday, March 2, 2017 9:33:48 AMTo: Sarah [redacted]Subject: Re: Palo Alto- status of [redacted]Hello [redacted]I understand the process. In Accordance to the carpet cleaning I would like to schedule the carpet cleaning for the latter half of the day close to 3pm. Since the work order will also be resolved tomorrow we can just do both around the same time. If this is and issue please let me know what I can do to help the situation.Sent from my iPhoneOn Mar 2, 2017, at 9:18 AM, Sarah [redacted] <[redacted] wrote:[redacted]In your work order portal it will have the notes that we make to every work order for your review. We do not do work orders on the weekends other than extreme emergencies for fir or  AC/heater. We also do not make specific time appointment for work orders as we can not always make allotment based on emergencies.  We do work orders based on priorities not the order we receive them.  If you would like to be home the best we can do is a specific day Monday thru Friday between 9am-4pm. Regarding your renewal carpet clean this can be schedule thru the office.  The times are Mon-Fri AM (8-12) or PM (12-5). Regards, Sarah [redacted] | Community Manager

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. While Palo Alto maintains that they have done all that needs to be done in order to fix the situation, I feel that to not be the case.  I've attached a photo of the area of the carpet that was cleaned.  Only a small portion of the carpet was cleaned from the sewage damage.  Not once in the 4 floods that I have experienced since I moved in just over a year ago has the carpet actually been replaced.  Maintenance has reported to me verbally that there is no doubt that there is mold within the walls from the two rain floods that I have experienced.  While office management attempted to tell me that all of the drywall and wood used within the unit is waterproof.  The pet damage picture is from a pet that I do not own.  I have since paid 2 pet deposits just to ensure that if a pet or two ever enter my unit that I am covered fully via deposits.  I spoke with maintenance and they confirmed that if I fix the wall where it was damaged by the pet, that I will not be charged for that damage upon move out.  Also, in conversations with office management, I asked that if the carpet has pet urine on it would it be replace.  The response was "If we deem that the urine has absorbed enough into the carpet then yes, the carpet would need to be fully replaced."  So this is telling me that the apartment complex will replace the carpet for pet urine, but not for raw sewage. The two attachments that Palo Alto had listed as "Bathroom Cabinets" were actually the pictures of the kitchen cabinets.  I've attached a picture of what the sink looked like AFTER the flooding that had spilled over onto the floor had subsided.  I was left to clean the sludge out of the sink by myself.  This flood affected the kitchen as well as the laundry room and entry way.  None of which had anything replaced to fix the damage.  A board was placed under the kitchen sink but none of the particle board that actually touches the ground was replaced.  The two attachments labeled Sewage in LR and Living Room 2 show the damage that was caused by the sewage over flowing from the bathtub.  Living Room 2 shows the size of the hole that was dug by the plumbers.  The mound of dirt is essentially a pile of sewage mud that was left on my floor for the days that the fix was happening.  The mud (not to mention the flooding from the tub) pooled up in the corner of the room over by where my tv stand usually is.  I moved it to get it out of the pool of water, and was left to soak up as much of the Sewage water as I could by myself.  The only portion of the vinyl that was replaced by the apartment complex as well as the only portion of the baseboards that were enzymed were the portions in the bathroom and dining room.  As they did not move any of my belongings in the living room especially the couch, there is no way they enzymed or treated the baseboards within the living room.  The entire living room floor had raw sewage covering it from the flood and has yet to be cleaned.  I have been told by the apartment complex that all has been done that needs to be.  However, I do not feel safe with the health conditions of the unit as described.  The plumbing team was power washing out the inside of the apartment when they were cleaning as the overspray from the power washer went into the entry hall closet coating anything on the floor in a layer of sewage mud.  There was also water pooled into the bottom of the closet where the plumbers had not thought to look while cleaning the mess.  In the email correspondence between myself and the apartment, I have made it clear that I do not accept the offering made by them.  I have also rejected the offer of moving units within the complex as I feel that it is possible there could have been sewage damage to a different unit as well and the same treatment done.  There is no telling how dirty the rest of the units throughout the complex could be.  I am requesting that I be let out of my lease and allowed to move wherever I see fit.  The trouble of changing addresses for all of my belongings/accounts would take a lot of time and effort, and why would I want to put myself through that and then in the end still be living in the same apartment complex as the one i'm in now; knowing how they treat their tenants and their tenants health safety?  The apartment has not been fully treated to clean the remaining sewage.  When my insurance adjuster came to the apartment, it was categorized as a level 3 contaminant.  Meaning that all of my belongings have been in contact and absorbed raw sewage.  It is beyond me how the apartment complex can tell me that everything to be done has been done, when there was a pool of sewage water under my tv stand and the vinyl floor in the living room has not been replaced, along with the baseboards that had sewage sitting against them for hours on end.  I feel that living in this unit poses an extreme health hazard.  I would like to attach more documents and pictures to my complaint, but it seems that 4 is the limit.  Thank you very much,  [redacted]

In response to the complaint by [redacted] currently living in apartment [redacted] to Revdex.com   On 11/29/17 Ms. [redacted] reported that her refrigerator wasn’t cooling, her food was beginning to spoil.  We address her request immediately.  I explained to Ms. [redacted] on 11/29/17 that the...

refrigerator needed to be replaced.   Maintenance notice a foul odor coming from her unit.  After inspection, it was discovered that items (picture attached) in refrigerator was spoiled and considered hazardous to her unit and the surrounded units and staff.     The funds that Ms. [redacted] is requesting are from rent balances owed since September 2017 (ledger attached).  The charges have accumulated late fees, that she is aware of.  Several attempts to collect rent balance before the work order request was submitted (late notices attached).    In conclusion, we as a management team responded and remedy the situation in a professional and safety procedure.   Thank you in advance for allowing us to answer this complaint and giving us the opportunity to resolve this complaint/dispute.   Sincerely,  Nakala J[redacted] WP Property Manager