Ms ***, I apologize if my response sounded as if I was taking sides. I was only trying to explain that we have two tenants complaining about a similar issue and resolving such complaints is difficult. However as soon as we heard the squeaking noise in your video I didn't hesitate to decide to get approval to make the repair since it wasn't an issue of party noise and talking loud but something I could actually fix more quickly than a noise complaint which requires an eviction court judge to rule on. Me saying that we are not able to fix all the floors that squeak but deciding to repair yours was my way of saying we were willing to try and help you have better living conditions versus ignoring it. So I'm confused that you feel like we are treating you unfairly and I sincerely apologize if it has somehow been miscommunicated on our end. I have done nothing to assist your neighbor in his complaint except try to get him to transfer to another apartment in hopes of also allowing you to have a better living experience.The manager is the one who provided me with all the details of this incident. *** said she has met with you in person, over the phone and via email. She is reaching out to you again to clear up any misunderstanding in who you have been talking to about the incident. As far as the police reports, we aren't given police reports and we haven't contacted the police. However if you have, then they will give you the report. In no way has the staff ever claimed to me that you are doing anything to harass anyone. Only that you have made noise complaints and they are trying to resolve it. And that is why the other tenant also reached out to me. That he felt like we are being unfair to him by accusing him of making noiseI'm happy to set up a meeting to discuss in person to make sure that we can communicate better and resolve this issue with both the manager and assistant present so that we can clear up any miscommunication on how we have tried to resolve this issue versus ignore it I am rejecting this response because: I feel as though every since I have filed this complaint the property manager has avoided me and my emailsI sent an email on January 22, asking for documentation of the police report, which never was responded toI called and spoke with ***, ***/***’s assistant, was told that the property manager would reach out to me when in officeIt’s been near a month and no response or callThe following response per this Revdex.com from the leasing office is the only response and communication I know ofAs far as the response stating that I was harassing him it explains why he has retaliated each time I’ve complaint by stomping aggressively, I have emails to prove I felt as though the tenant was retailiting based on my complaintsThe timing and communication is still an issueAlso addressed in emails to them about them taking the tenant above me side, and defending himAs it appears per there response they are still making it seem like I’m the problemTo indirectly state that it’s not required to fix issues is an insult and bad customer service and ethicsIf I stated I don’t have to pay rent that would be a huge issueI will be filing an additional complaint for retaliation given the fact the property manager hasn’t communicated with me directly since this Revdex.com complaintLastly, no one has even cared or attempted to reach out to even ask if the noise has gotten better since the repairs. Regards,
We show the first email from Ms. [redacted] to be on August 16th regarding the noise from the tenant above her and she wanted to know what we had available to transfer her to on a 3rd floor unit. We offered her a unit and offered to waive the transfer fee. In situations with...
noise complaints, we offer to waive the transfer fee because these situations can be difficult to resolve depending on the level of noise and cause of noise and if it is considered normal apartment living or something that a judge will allow us to evict someone over. (Most tenants don’t realize we do not have the power to make the decision on an eviction case and it is very difficult to get a JP to evict anyone over noise due to the amount of proof that is needed.) At this time and up until December, her complaint was related to noise levels in the above unit and we did not hear about it being a “squeaking noise” until December. At this first complaint in August and when she was offered a unit to transfer to, we asked her to let us know when to get the new unit ready for her. We did not hear back from her until September 8th when she apologized for the delay in getting back to us on the transfer but that the issue is still going on and that the police gets called out frequently. Her complaint was that there is loud people talking and laughing and the walls are too thin (incident she was complaining about was at 8pm and the resident above her did admit to having 7 guests in his apartment but claimed it wasn’t a party, just a social gathering.) At this time we also started getting complaints from the resident above her that he felt he was being harassed from Ms. [redacted] and wanted us to do something about her. And that he is doing nothing to disturb her and said the police have also stated there is no noise issue when they are called to his apartment by her. On the Sept 8th communication, she stated she no longer wanted to transfer but wanted to break her lease and asked what our policy is for breaking the lease. She was told our lease break option. We didn’t hear from her again till October 2nd when stated she didn’t want to move out and pay for the penalties for breaking her lease but asked about transferring to a 2 bedroom apartment because she was going to move in with her sister and would get back with us once she discussed with her sister. We did not hear from her again until December 18th when she emailed a video of her noise complaint. I happened to be visiting the property that day and the community manager played the video for me and we both were shocked to hear a squeaking noise since the tenants prior complaints had all been more noise and party accusations and nothing about the floor squeaking. Once we heard the floor in the video, we had a flooring company look at the unit and saw that the subfloor was loose in one area of the apartment that could cause a squeaking noise. This is very common in apartments and doesn’t require immediate repair. This is extremely common in the area of Station 3700. Due to the soil and movement, all properties in this area experience shifting of buildings that cause cracking in walls and subfloor issues. We decided to make the repair in the apartment in hopes that it would resolve at least part of her issue, however, we weren’t required per the lease to make the repair. As I explained, many of our floors creak from subfloor issues and unless the noise is excessive, we are not able to repair every squeaky floor at the property. But I agreed as well as the manager did, to make this repair not only for her sake but for the tenant that lives above her that is also very upset at this point and feels he’s being harassed by her. The floor repair required moving of furniture and flooring to be replaced and the tenant to be inconvenienced without a kitchen for several days. Due to the holidays this was scheduled after the first of the year and when the tenant was able to schedule non- use of his kitchen for three days. This was all completed by January 27th.I am unaware of the drug activity she is referring to. Due to fair housing laws and our management agreement with the owner of Station 3700, we are required to follow the terms of the lease and I do not see an area of the lease that we have violated that would negate the rental agreement and allow her to break her lease without penalty.
Complaint: [redacted]
I am rejecting this until I meet with the [redacted] representive who offered an appointment to converse about recent events. I am just not realizing that the property manager is not responding but a [redacted] representative. Once we meet this case can be close based of the solution given by the company
Regards,
[redacted]
The vehicle in question that was towed from our property was a legitimate tow. The vehicle does not belong tothe resident who was the only one on the lease at the time of move in. Ms. [redacted] was the person on the leaseand the only one that had signed the lease. The owner of the vehicle that was...
towed is [redacted] Weonly give a resident parking sticker to each resident who has signed the lease, not to visitors. Mr. [redacted]apparently was moving in with Ms. [redacted] unbeknownst to us. He came in after the move in day and Iexplained to him that in order to stay in the apartment and to get a parking sticker that he would have to fill outan application. He took an application and returned it on 05/16/2016. Mr. [redacted] was approved to be added tothe lease on 05/18/2016. Ms. [redacted] was the one that had filled out the vehicle information on the parkinginformation sheet. She put the date of 05/14/16 on both vehicles, but we only issued her the one sticker that day,which she signed for. Mr. [redacted] didn't come in until 05/19 so I issued the sticker to Mr. [redacted] andchanged the date accordingly; however since we did not have the amendment signed I had him wait to sign forthe sticker, which was noted on the document. He came in to sign the parking sheet and the amendment addinghim to the lease on 05/23/16; Ms. [redacted] signed the amendment that day as well.Ms. [redacted] allegation that she was uninformed about the towing policy was not entirely accurate. Ms. [redacted]came in on the morning of the 13th to move in and my leasing agent was assisting her. The agent was getting herfile (with the addendums that need to be signed, including the Community Policies), her keys, gate cards, andstickers. Ms. [redacted] became very anxious and rude about getting her keys right then. She said her movers werethere and she was paying them by the hour and she needed to JUST GET the KEYS. I informed Ms. [redacted]that there were addendums to sign and she needed a parking sticker, among other information that is pertinent toher living in our community. I told her that she must come back "today" (5/13) to complete the move in process.In order to appease her, she was given the keys. l personally called Ms. [redacted] at 11 :00 am and left her a veryexplicit message reminding her that she had to come in THAT DAY to sign the additional documents. I warnedher in my message over and over again the importance of signing and getting a parking sticker so she would notget towed. Ms. [redacted] also rented a garage and could have parked any vehicle in front of the garage without asticker and it would not have been towed. The property also has signage at the entrance to the property as wellas elsewhere on the property warning of the towing policy.I am attaching documentation to support our position in this matter. Please contact me for any further questionsor necessary documents.
Ms ***, I apologize if my response sounded as if I was taking sides. I was only trying to explain that we have two tenants complaining about a similar issue and resolving such complaints is difficult. However as soon as we heard the squeaking noise in your video I didn't hesitate to decide to get approval to make the repair since it wasn't an issue of party noise and talking loud but something I could actually fix more quickly than a noise complaint which requires an eviction court judge to rule on. Me saying that we are not able to fix all the floors that squeak but deciding to repair yours was my way of saying we were willing to try and help you have better living conditions versus ignoring it. So I'm confused that you feel like we are treating you unfairly and I sincerely apologize if it has somehow been miscommunicated on our end. I have done nothing to assist your neighbor in his complaint except try to get him to transfer to another apartment in hopes of also allowing you to have a better living experience.The manager is the one who provided me with all the details of this incident. *** said she has met with you in person, over the phone and via email. She is reaching out to you again to clear up any misunderstanding in who you have been talking to about the incident. As far as the police reports, we aren't given police reports and we haven't contacted the police. However if you have, then they will give you the report. In no way has the staff ever claimed to me that you are doing anything to harass anyone. Only that you have made noise complaints and they are trying to resolve it. And that is why the other tenant also reached out to me. That he felt like we are being unfair to him by accusing him of making noiseI'm happy to set up a meeting to discuss in person to make sure that we can communicate better and resolve this issue with both the manager and assistant present so that we can clear up any miscommunication on how we have tried to resolve this issue versus ignore it I am rejecting this response because: I feel as though every since I have filed this complaint the property manager has avoided me and my emailsI sent an email on January 22, asking for documentation of the police report, which never was responded toI called and spoke with ***, ***/***’s assistant, was told that the property manager would reach out to me when in officeIt’s been near a month and no response or callThe following response per this Revdex.com from the leasing office is the only response and communication I know ofAs far as the response stating that I was harassing him it explains why he has retaliated each time I’ve complaint by stomping aggressively, I have emails to prove I felt as though the tenant was retailiting based on my complaintsThe timing and communication is still an issueAlso addressed in emails to them about them taking the tenant above me side, and defending himAs it appears per there response they are still making it seem like I’m the problemTo indirectly state that it’s not required to fix issues is an insult and bad customer service and ethicsIf I stated I don’t have to pay rent that would be a huge issueI will be filing an additional complaint for retaliation given the fact the property manager hasn’t communicated with me directly since this Revdex.com complaintLastly, no one has even cared or attempted to reach out to even ask if the noise has gotten better since the repairs. Regards,
We show the first email from Ms. [redacted] to be on August 16th regarding the noise from the tenant above her and she wanted to know what we had available to transfer her to on a 3rd floor unit. We offered her a unit and offered to waive the transfer fee. In situations with...
noise complaints, we offer to waive the transfer fee because these situations can be difficult to resolve depending on the level of noise and cause of noise and if it is considered normal apartment living or something that a judge will allow us to evict someone over. (Most tenants don’t realize we do not have the power to make the decision on an eviction case and it is very difficult to get a JP to evict anyone over noise due to the amount of proof that is needed.) At this time and up until December, her complaint was related to noise levels in the above unit and we did not hear about it being a “squeaking noise” until December. At this first complaint in August and when she was offered a unit to transfer to, we asked her to let us know when to get the new unit ready for her. We did not hear back from her until September 8th when she apologized for the delay in getting back to us on the transfer but that the issue is still going on and that the police gets called out frequently. Her complaint was that there is loud people talking and laughing and the walls are too thin (incident she was complaining about was at 8pm and the resident above her did admit to having 7 guests in his apartment but claimed it wasn’t a party, just a social gathering.) At this time we also started getting complaints from the resident above her that he felt he was being harassed from Ms. [redacted] and wanted us to do something about her. And that he is doing nothing to disturb her and said the police have also stated there is no noise issue when they are called to his apartment by her. On the Sept 8th communication, she stated she no longer wanted to transfer but wanted to break her lease and asked what our policy is for breaking the lease. She was told our lease break option. We didn’t hear from her again till October 2nd when stated she didn’t want to move out and pay for the penalties for breaking her lease but asked about transferring to a 2 bedroom apartment because she was going to move in with her sister and would get back with us once she discussed with her sister. We did not hear from her again until December 18th when she emailed a video of her noise complaint. I happened to be visiting the property that day and the community manager played the video for me and we both were shocked to hear a squeaking noise since the tenants prior complaints had all been more noise and party accusations and nothing about the floor squeaking. Once we heard the floor in the video, we had a flooring company look at the unit and saw that the subfloor was loose in one area of the apartment that could cause a squeaking noise. This is very common in apartments and doesn’t require immediate repair. This is extremely common in the area of Station 3700. Due to the soil and movement, all properties in this area experience shifting of buildings that cause cracking in walls and subfloor issues. We decided to make the repair in the apartment in hopes that it would resolve at least part of her issue, however, we weren’t required per the lease to make the repair. As I explained, many of our floors creak from subfloor issues and unless the noise is excessive, we are not able to repair every squeaky floor at the property. But I agreed as well as the manager did, to make this repair not only for her sake but for the tenant that lives above her that is also very upset at this point and feels he’s being harassed by her. The floor repair required moving of furniture and flooring to be replaced and the tenant to be inconvenienced without a kitchen for several days. Due to the holidays this was scheduled after the first of the year and when the tenant was able to schedule non- use of his kitchen for three days. This was all completed by January 27th.I am unaware of the drug activity she is referring to. Due to fair housing laws and our management agreement with the owner of Station 3700, we are required to follow the terms of the lease and I do not see an area of the lease that we have violated that would negate the rental agreement and allow her to break her lease without penalty.
Complaint: [redacted]
I am rejecting this until I meet with the [redacted] representive who offered an appointment to converse about recent events. I am just not realizing that the property manager is not responding but a [redacted] representative. Once we meet this case can be close based of the solution given by the company
Regards,
[redacted]
The vehicle in question that was towed from our property was a legitimate tow. The vehicle does not belong tothe resident who was the only one on the lease at the time of move in. Ms. [redacted] was the person on the leaseand the only one that had signed the lease. The owner of the vehicle that was...
towed is [redacted] Weonly give a resident parking sticker to each resident who has signed the lease, not to visitors. Mr. [redacted]apparently was moving in with Ms. [redacted] unbeknownst to us. He came in after the move in day and Iexplained to him that in order to stay in the apartment and to get a parking sticker that he would have to fill outan application. He took an application and returned it on 05/16/2016. Mr. [redacted] was approved to be added tothe lease on 05/18/2016. Ms. [redacted] was the one that had filled out the vehicle information on the parkinginformation sheet. She put the date of 05/14/16 on both vehicles, but we only issued her the one sticker that day,which she signed for. Mr. [redacted] didn't come in until 05/19 so I issued the sticker to Mr. [redacted] andchanged the date accordingly; however since we did not have the amendment signed I had him wait to sign forthe sticker, which was noted on the document. He came in to sign the parking sheet and the amendment addinghim to the lease on 05/23/16; Ms. [redacted] signed the amendment that day as well.Ms. [redacted] allegation that she was uninformed about the towing policy was not entirely accurate. Ms. [redacted]came in on the morning of the 13th to move in and my leasing agent was assisting her. The agent was getting herfile (with the addendums that need to be signed, including the Community Policies), her keys, gate cards, andstickers. Ms. [redacted] became very anxious and rude about getting her keys right then. She said her movers werethere and she was paying them by the hour and she needed to JUST GET the KEYS. I informed Ms. [redacted]that there were addendums to sign and she needed a parking sticker, among other information that is pertinent toher living in our community. I told her that she must come back "today" (5/13) to complete the move in process.In order to appease her, she was given the keys. l personally called Ms. [redacted] at 11 :00 am and left her a veryexplicit message reminding her that she had to come in THAT DAY to sign the additional documents. I warnedher in my message over and over again the importance of signing and getting a parking sticker so she would notget towed. Ms. [redacted] also rented a garage and could have parked any vehicle in front of the garage without asticker and it would not have been towed. The property also has signage at the entrance to the property as wellas elsewhere on the property warning of the towing policy.I am attaching documentation to support our position in this matter. Please contact me for any further questionsor necessary documents.