Spain Gardens

I just remembered it was Jordan who told me that his manager (Matt H***) will have an outside company fix the holeI remember in June there was major repairs done such as roof repair and replacing he air conditionerIn July a pipe burst and caused a major leak, hence why we have the hole in the ceiling today

We have made several repair attemptsAt this time a review is in process to determine if replacement is necessaryWe have offered her a transfer several times suggesting that she would no longer be inconvenienced if moved to another homeWe would honor the same rate and lease term on a like home Resident will be required to move her belongings onlyAs for the costs to transfer utilities, Resident will only need to apply for reimbursementOnsite management cannot make the determination to reimburseRequest must go through general claimsResident provided information to do soWe await her decision

These allegations are not accurate, and may be a twist of the actual eventsMr [redacted] has been notified several times regarding lease violations including Community Pet Policies, Occupancy requirements, Use of Premises, and General RestrictionsThe office has received numerous reports of his continual disregard of said policiesI would recommend review of the lease agreement and addendumsWe would be happy to review with himSpain Gardens does have strict policies and regulations, and does enforce them regularlyWhen Mr [redacted] made contact with the office on Monday June 6, he was very upset having received two notice regarding lease violationsOne for pet violations, and another for occupancy violationsThe decision to hold him accountable was based on past and present eye witness accounts either by neighboring residents and/or employeesWe had a discussion in February regarding these reports and he was given the benefit of the doubtDue to the fact we continue to receive reports regarding the previously mentioned violations the decision is to hold him accountable as we would with any resident here at Spain GardensMr [redacted] then became enraged, using vulgar language and at that time was asked to leave the officeAs for service requestsAll have been completed on or before June 10, If there are any other issues needing attention , we would advise he contact the office or visit [redacted]

[redacted] will need to contact our claims department [redacted] was provided information to do so by the community managerWe apologize for any miscommunication, and would like to invite [redacted] to speak with MattHe would be more than happy to assistAs a reference the website for [redacted] is [redacted] Thank YouSpain Gardens Apartments###-###-####

Term fee has been waivedWe credited [redacted] account

Complaint: [redacted] I am rejecting this response because:Im going to need a lot more proof than the hearsay of my neighbors /emplpyees that dont like meIt's like the office staff and neighbors Have a vendetta against me and are willing to say anything to get me in troubleAll these allegations against me don't hold up in courtI have spoken with with my lawyer and once your in court I'll sue for whats right for meMr matt ***, him being a property manager , should have been able to de-escalate the situationIm a team manager at my job and I teach my agents how to de-escalate tough situationsMatt doesnt know how to do thatHe shouldn't have a job as management if he cant talk properly to customersEspecially the ones who have been having issues with neighbours since I moved inI'm not going to let anyone push me aroundThe problem with the neighbor's started when I wouldnt give them the parking spot they've been using since they moved inBy my understanding, and I've gone to the office to ask, we do not have reserved parkingIts first come first serve basisI would get constant notes on my car windshield asking me and my guests to park somewhere else because that's "their" parking spot.I'm going to park where I want periodI was talking fine to the other employee and matt starts interrupting me, telling me im a liar about the allegations against meHe didn't ask me anything else other than start being very rudeI give back what people toss at meMaybe you,as property manager should ask your employees when, if ever, ive been rude to themThe answer is never! Im always nice to everyone thereBut somehow, as soon as Matt starts speaking to me I get thrown out the office? Right, it's me with the issue right? I don't think so Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

This is not accurate information at all [redacted] continues to break lease policies including consuming illegal or controlled substance policyI would recommend you contact me to discuss further

Water leak from customer received by on-call. Technician instructed resident to shut water valve off under sink and we would be out on the 4th of January to repair. [redacted] immediately acted enraged over the phone and used profanity at tech. Tech reminded [redacted] we would be out on Monday the 4th of... January. Technician responded on the 4th of Monday and fixed leak.

Complaint: [redacted] I am rejecting this response because: I do not feel as if what I wrote is even being read since I clearly stated in desired outcome/settlement in the second sentence that if they helped me move my bigger items, kept my rent the same, and reimbursed my utility transfer fees that I would be more than happy to moveI understand that management on site may not be able to guarantee that I will be reimbursed with utilities but they have given me no information on who I would contact to get said guarantee from if not themI also can not physically move my bigger items on my own and have no family or friends willing to help me move at any time soon which is what I have told management many times beforeThere is no point on getting utility transfers reimbursed if I cannot move to begin with Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:
I understand the apartment complex states they took care of this issue in an appropriate amount of timeIf days is acceptable to their standards for fixing a leaky roof then I will just have to keep this in mind when my lease is up I think it is unfortunate to put the burden on the tenant to pay full rent for a sub par living unitI understand that repairs take time and I was not expecting it to be repaired immediately, but again I don't think the faulty property should be the tenants issue
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

I just remembered it was Jordan who told me that his manager (Matt H***) will have an outside company fix the holeI remember in June there was major repairs done such as roof repair and replacing he air conditionerIn July a pipe burst and caused a major leak, hence why we have the hole in the
ceiling today

As for ice on roof, we explained to resident this is natural and we do not remove ice from roofsPer safety guidelines we do not send technicians on roof when icey unless extreme emergencyWe did not receive any complaints of roof leaks from *** or any other resident in that building

I hope the videos will help and provide a background of this issue. I originally thought it was the air conditioner that caused the damage but when they investigated the damage, they found out it was cause by a busted pipe.

These allegations are not accurate, and may be a twist of the actual events. Mr. [redacted] has been notified...

several times regarding lease violations including Community Pet Policies, Occupancy requirements, Use of Premises, and General Restrictions. The office has received numerous reports of his continual disregard of said policies. I would recommend review of the lease agreement and addendums. We would be happy to review with him. Spain Gardens does have strict policies and regulations, and does enforce them regularly. When Mr. [redacted] made contact with the office on Monday June 6, 2016 he was very upset having received two notice regarding lease violations. One for pet violations, and another for occupancy violations. The decision to hold him accountable was based on past and present eye witness accounts either by neighboring residents and/or employees. We had a discussion in February regarding these reports and he was given the benefit of the doubt. Due to the fact we continue to receive reports regarding the previously mentioned violations the decision is to hold him accountable as we would with any resident here at Spain Gardens. Mr. [redacted] then became enraged, using vulgar language and at that time was asked to leave the office. As for service requests. All have been completed on or before June 10, 2016. If there are any other issues needing attention , we would advise he contact the office or visit [redacted]

Complaint: [redacted]
I am rejecting this response because:Im going to need a lot more proof than the hearsay of my neighbors /emplpyees that dont like me. It's like the office staff and neighbors Have a vendetta against me and are willing to say anything to get me in trouble. All these allegations against me don't hold up in court. I have spoken with with my lawyer and once your in court I'll sue for whats right for me. Mr matt [redacted], him being a property manager , should have been able to de-escalate the situation. Im a team manager at my job and I teach my agents how to de-escalate tough situations. Matt doesnt know how to do that. He shouldn't have a job as management if he cant talk properly to customers. Especially the ones who have been having issues with neighbours since I moved in. I'm not going to let anyone push me around. The problem with the neighbor's started when I wouldnt give them the parking spot they've been using since they moved in. By my understanding, and I've gone to the office to ask, we do not have reserved parking. Its first come first serve basis. I would get constant notes on my car windshield asking me and my guests to park somewhere else because that's "their" parking spot.I'm going to park where I want period. I was talking fine to the other employee and matt starts interrupting me, telling me im a liar about the allegations against me. He didn't ask me anything else other than start being very rude. I give back what people toss at me. Maybe you,as property manager should ask your employees when, if ever, ive been rude to them. The answer is never! Im always nice to everyone there. But somehow, as soon as Matt starts speaking to me I get thrown out the office? Right, it's me with the issue right? I don't think so.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

We have made several repair attempts. At this time a review is in process to determine if replacement is necessary. We have offered her a transfer several times suggesting that she would no longer be inconvenienced if moved to another home. We would honor the same rate and lease term on a like home....

Resident will be required to move her belongings only. As for the costs to transfer utilities, Resident will only need to apply for reimbursement. Onsite management cannot make the determination to reimburse. Request must go through general claims. Resident provided information to do so. We await her decision.

This letter is in regards to Ms. [redacted]’s tenancy dispute that gave rise to Complaint Case # [redacted].  We would like to take this opportunity to respond.Management's primary goal is to create a quality living environment for all residents, and accordingly, upon being notified of...

the work order, maintenance responded to the leak, inspected the unit, and coordinated the repairs.  This letter will confirm that all work has been completed in the unit (and has been completed for an extended period).  We hope that Ms. [redacted] is pleased with the work product. Unfortunately, as Management, we cannot guarantee a unit free of maintenance issues, but we can guarantee a prompt response, which is what was provided here.  Management worked in an expeditious manner and did everything within their power to limit inconvenience.  We understand that Ms. [redacted] sought a 1/3 month concession, which was evaluated and responded to by our Resident Services and Claims Management Department. Thank you in advance for your courtesy and cooperation.  Should you have any questions regarding the above or require any additional information, please do not hesitate to contact the undersigned.

Water leak from customer received by on-call. Technician instructed resident to shut water valve off under sink and we would be out on the 4th of January to repair. [redacted] immediately acted enraged over the phone and used profanity at tech. Tech reminded [redacted] we would be out on Monday the 4th of...

January. Technician responded on the 4th of Monday and fixed leak.

This is not accurate information at all. [redacted] continues to break lease policies including consuming illegal or controlled substance policy. I would recommend you contact me to discuss further.

[redacted] will need to contact our claims department. [redacted] was provided information to do so by the community manager. We apologize for any miscommunication, and would like to invite [redacted] to speak with Matt. He would be more than happy to assist. As a reference the website for [redacted] is [redacted]  Thank YouSpain Gardens Apartments###-###-####