Spring Property Management LLC

We are very sorry that the complainant feels that way, however we will not be altering our policies to meet his demands. While we had hoped to explain matters sufficiently for Mr. [redacted] to understand our position, it is clear that it is impossible for this to happen. We are legally bound to treat all residents equally, which means that we cannot waive his late fee if we will not waive them for each of our residents. Additionally, we would appreciate it in the future if Mr. [redacted] would exercise the respect towards our property and employees that he requests of us.Sincerely,Spring Property Management

I sincerely do not feel that the late fee was justified due to the Holiday hours.  The attitude and treatment towards the residents of Heritage Glen is both unreasonable and unjustified in most cases.  I will not accept any resolution short of what my request on the complaint resolution suggests.

We are rejecting this response because: the details outlined in Spring Property Mgmt (Gorden Farms) response had many inaccurate details.  For example, on 11/15 when the pest control technician showed, Mrs. [redacted] was not very hostile towards her and did NOT yell or curse at her.  Mrs. [redacted] confirmed that she was frustrated and was upset because of the situation.  Also, Mrs. [redacted] was not “adamant” that the dead rodent or animal was in the vent.  Mrs. [redacted] simply wanted Spring Property Mgmt to look at all options.  The most inaccurate details were outlined on Friday 11/18.  Alysia verbally confirmed to Mrs. [redacted] later that day, that she DID detect a foul odor in the apartment.  To say the apartment was "relatively pleasant" is completely absurd.  The small apartment stunk very, very bad.  As mentioned, Mr. and Mrs. [redacted] had to leave the apartment for the weekend, because of it.  To say that...”She seemed to be open to our plan until it was told to her that we would cover $100 towards their hotel stay. She was adamant that that amount would not suffice however....” is untrue.  To this date, 11/29 – there is still evidence (odor) of a dead rodent somewhere in the apartment.  Mr. and Mrs. [redacted] are disappointed in Spring Property Management.  Specifically -- Alysia.  Mr. and Mrs. [redacted] will accept Spring Property Management’s offer to allow them to move and break the current lease without penalty, if this is what Mr. and Mrs. [redacted] choose to do.  We (Mr. and Mrs. [redacted]) are still in discussion about the best option for us. 
Regards,
[redacted]

We apologize that there was an error with processing her deposit refund. We were actually provided with multiple forwarding addresses and are not able to confirm whether it was a mistake made by our staff in updating our system or if there was a mistake with the address(es) provided by the resident....

There is a procedure in place to ensure the check had not been cashed fraudulently which must take place before another check can be issued. A new check had been cut prior to this complaint and we had already reached out to Ms. [redacted] to find out if she would like the check mailed or if she would prefer to pick it up from us. Our employee spoke with her on Tuesday, November 3 and she provided us a different address to mail the check to. It is our understanding that this matter has been resolved. Again, we do apologize for any inconvenience which may have been experienced.

We apologize that you have had trouble with your air conditioner. We understand that this can be frustrating. Although a/c issues are not considered an emergency situation, they are of high importance in the summer months. We always try to attend to these requests as soon as possible....

The continuous rain we have received this summer has made it difficult to make these repairs as quickly as our residents are used to. We have treated your requests with a sense of urgency and have made a good faith effort to complete the repairs as timely as possible. This being said, we are unable to provide a credit for prorated days of rent.You are correct that there is only one pool open. This is also something that is out of our control. At the time our management company took over the clubhouses and pools at Emerald Lakes and the Vistas, we fully intended to re-open the pool at the Vistas, which had been closed by the previous company for several years. However, after preparing the pool to open, we learned that we would not be able to do so without substantial changes to the pool required by the state department of health. The decision to leave the pool closed was not made by our management, but by the individual owners, collectively. But, of course, the other pool is available for all of our residents at Emerald Lakes and The Vistas at Wedgewood. The entrance to the Vistas did have several issues with severe potholes this winter, which were patched as quickly as we were able. However, the deterioration from the salt and snow/ice rendered the road in severe need of replacement. The entire damaged section of roadway was replaced in mid-April, the earliest that weather permitted.We appreciate your feedback and apologize again for the issues that you have had. Please be assured that we do work as quickly as we can to resolve any maintenance issue, inside or outside of your apartment.