Sterling Glen Apartments

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company did not offer any resolution and still places me at blame for everything. The reason I did not want the person to come back to the apartment to "spray" again for the smoke smell after the first visit was because his product has a strong perfume odor and I didn't want to smell that againThe smoke smell was bad as well. I also asked how long I and my pet would have to be out for that visit and I was never given an answer. I have just opened a box of clothes from my old apartment and they stink like a stale smoke filled room and will all have to be cleaned. As for the maintenance issues in the new apartment, there have been three in the first two weeks I lived in the unit. Yes, they came quickly to fix them but being a new unit to, the complex should have a checklist to check things before letting a tenant move inIt was the first time I used the dishwasher or the stovetop. If they had a check list and had to check these items first, that would have happened before I moved in.As for my dog not being housebroken because of how the manager interpreted my letter....I am sorry that she took it that way. I take precautionary measures to protect my living space. I can see we are getting nowhere. She offered to let me make payments but has since mailed me a bill due in full. I cannot afford this bill and would like some assistance in this.Thank you
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** The customer contacted the Revdex.com and stated that they have always parked in the same spot and have never been towed and have parked in other spots not marked visitor and never been towedShe feels that if they tow or cars parked where they should not be then all of the vehicles should have been towedAs such she would like her $backShe is also upset that the towing company they use only accepts cash on the weekend and she feels that is ridiculous

[redacted]We are sorry for the experience of having been towed while visiting one of our residents. Unfortunately, our policy states that vehicles without parking passes must be parked in visitors parking. Every resident is explained this policy and given a map of...

the property outlining the visitor parking areas upon move in.  The company that we utilize for our towing needs does not come every night nor do they have the capability to tow every vehicle that is improperly parked every night.  They tow what theycan within the given time frames per day. As far as your concern that you have parked in this same place before and were not towed, this is nothing more than happenstance. Again, we apologize for the inconvenience, but if you would like to visit the rental office on your next visit to our property, we would be more than willing to offer you a map of visitor parking so that this does not happen in the future. Sincerely,Sterling Glen Management

Ms. [redacted],When you initially toured, it was explained to you that there was a $99 fee to reserve and apply for any apartments as well as the policy that the fee needed to be in certified funds (credit card or money order). You chose to not pay the $99 at that time. ...

When you came back to reserve the apartment, the one that you wanted was, unfortunately, no longer available. Based on your time restraints, the only apartment we had available for you was the 3bdrm.  You toured that specific apartment and of your own accord reserved it. You did mention a smoke smell at that time and we immediately obtained the services of [redacted], a company that specializes in the removal of odors. [redacted], does not “spray” the problem away with perfumes. They use a high ozone shock treatment and their work is guaranteed, meaning once their services are obtained they will treat it again if the problem persists. Immediately after moving in, you called and profusely thanked us for all the work that we had done in the apartment.  About a week after your move in, you did call and complain that the smell had returned; we offered multiple times to have them come back out, oddly you refused each time, even though it was explained to you that the work was guaranteed. Instead, you wanted to transfer to another apartment and your name was added to the wait list for our 2 bdrm apartment floor plan.  We called you on every apartment that became available that met your very specific criteria and finally one fit and we allowed you to transfer with a waiver of our usual transfer fee. Again, you moved into the apartment and thanked us for all the work we had done in the apartment and for allowing you to transfer.The leak under your sink was minor and maintenance came within 2 hours and rectified the situation, which was simply a pipe that had been knocked loose. The motor in the dishwasher that went bad, we rightly apologized for, but unfortunately appliances don’t give any kind of warning when they are going to fail.  Again, this issue was fixed within hours of it happening. As for the stove that “blew up”, it did not blow up, the burner went bad and was replaced within 8 hours of you calling in, again, appliances give no warning when they are going to falter. The smell in your old apartment that you are being charged for is not smoke, it is animal urine.  It is not only in the living room, but all the bedrooms as well.  We have saved a swatch of the carpet prior to its having been replaced as well as an estimate from the cleaning company we use, who indicated that it was too far gone to be cleaned – the urine smell was not going to come out. After reading the letter you reference, it is apparent that your pets are perhaps not completely housebroken.To replace the carpet in your old apartment, we incurred a cost of $1,120.05, but we are only charging you $634.70.  As for your current apartment, we feel we have addressed all the issues you have had in more than atimely manner – therefore we will enforce the lease break policy if you would like to move out prior to the end of your lease. Should you have any questions or concerns, please feel free to contact the rental office at [redacted]Thank you,Sterling Glen Apartments

Review: I have lived at Sterling Glen since April 2015. When doing my initial walk thru of first apt ([redacted]) I complained of smoke smell. The complex had a company come "spray" or attempt to rectify problem. Within a week of move in, the smell returned. I am allergic to smoke and strong perfumes and have a dr's note. I called the office. I told them I did not wish to live in smoke smell or perfume smell and there was not point in the guy coming back -- his product gave me a headache. I was placed on waitlist for another unit. When I moved in I wanted 2BR but was not given option to put deposit on CC so I lost the opportunity at 2BR and had to take this 3BR. I have now move to 2BR and have been in it 2 weeks. In 2 weeks, I have had a leak under my sink, a burned up dishwasher and now my stove blew up when I turned it on and it sparked and shocked me. I am also being blamed now for the smell in my old apartment that I complained about. I have been given a bill for the carpet. In order to avoid a long battle, I offered to pay half of the carpet fee. The offer was ignored and never responded to. Now with the latest stove issue, I just want out of the apartment all together. I am willing to give the 60 days notice but I do not have the penalty to pay and I believe with all the problems, I should not have to pay it, they have a waitlist for these apartments and can find someone quickly to rent it. I do not feel safe in this unit having had three problems in two weeks. Thank you.Desired Settlement: I would like to be let out of my lease within 60 days with no penalty. I am still willing to compromise on the carpet if need be but I do not feel I should be responsible for the entire amount since I complained about the smell before I moved in.

Business

Response:

Ms. [redacted],When you initially toured, it was explained to you that there was a $99 fee to reserve and apply for any apartments as well as the policy that the fee needed to be in certified funds (credit card or money order). You chose to not pay the $99 at that time. When you came back to reserve the apartment, the one that you wanted was, unfortunately, no longer available. Based on your time restraints, the only apartment we had available for you was the 3bdrm. You toured that specific apartment and of your own accord reserved it. You did mention a smoke smell at that time and we immediately obtained the services of [redacted], a company that specializes in the removal of odors. [redacted], does not “spray” the problem away with perfumes. They use a high ozone shock treatment and their work is guaranteed, meaning once their services are obtained they will treat it again if the problem persists. Immediately after moving in, you called and profusely thanked us for all the work that we had done in the apartment. About a week after your move in, you did call and complain that the smell had returned; we offered multiple times to have them come back out, oddly you refused each time, even though it was explained to you that the work was guaranteed. Instead, you wanted to transfer to another apartment and your name was added to the wait list for our 2 bdrm apartment floor plan. We called you on every apartment that became available that met your very specific criteria and finally one fit and we allowed you to transfer with a waiver of our usual transfer fee. Again, you moved into the apartment and thanked us for all the work we had done in the apartment and for allowing you to transfer.The leak under your sink was minor and maintenance came within 2 hours and rectified the situation, which was simply a pipe that had been knocked loose. The motor in the dishwasher that went bad, we rightly apologized for, but unfortunately appliances don’t give any kind of warning when they are going to fail. Again, this issue was fixed within hours of it happening. As for the stove that “blew up”, it did not blow up, the burner went bad and was replaced within 8 hours of you calling in, again, appliances give no warning when they are going to falter. The smell in your old apartment that you are being charged for is not smoke, it is animal urine. It is not only in the living room, but all the bedrooms as well. We have saved a swatch of the carpet prior to its having been replaced as well as an estimate from the cleaning company we use, who indicated that it was too far gone to be cleaned – the urine smell was not going to come out. After reading the letter you reference, it is apparent that your pets are perhaps not completely housebroken.To replace the carpet in your old apartment, we incurred a cost of $1,120.05, but we are only charging you $634.70. As for your current apartment, we feel we have addressed all the issues you have had in more than atimely manner – therefore we will enforce the lease break policy if you would like to move out prior to the end of your lease. Should you have any questions or concerns, please feel free to contact the rental office at [redacted]Thank you,Sterling Glen Apartments

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company did not offer any resolution and still places me at blame for everything. The reason I did not want the person to come back to the apartment to "spray" again for the smoke smell after the first visit was because his product has a strong perfume odor and I didn't want to smell that again. The smoke smell was bad as well. I also asked how long I and my pet would have to be out for that visit and I was never given an answer. I have just opened a box of clothes from my old apartment and they stink like a stale smoke filled room and will all have to be cleaned. As for the maintenance issues in the new apartment, there have been three in the first two weeks I lived in the unit. Yes, they came quickly to fix them but being a new unit to, the complex should have a checklist to check things before letting a tenant move in. It was the first time I used the dishwasher or the stovetop. If they had a check list and had to check these items first, that would have happened before I moved in.As for my dog not being housebroken because of how the manager interpreted my letter....I am sorry that she took it that way. I take precautionary measures to protect my living space. I can see we are getting nowhere. She offered to let me make payments but has since mailed me a bill due in full. I cannot afford this bill and would like some assistance in this.Thank you.

Regards,

Review: My husband & I came from North Carolina to visit my mother-in-law, who is a resident of Sterling Glen, on 01/2/2015. We parked in the location that we were told to park when my mother in law moved in back in May of 2014. We visited her in June & August 2014 and parked in the same location we were parked at on the evening of 01/02/2015. When my husband went to load our luggage in our vehicle the morning of 01/03/2015 he found that the vehicle had been towed along with his cousin's (who was also visting) vehicle. After my husband went in search of a sign stating that visitors will be towed if not parked in a VISITORS space he called the number that was on the sign as you are coming into the complex. This towing company is only open from 12 til 2 on the weekends. We had planned to leave around 9:30 so that delayed our plans by 2 1/2 hours. He and his cousin went to the towing company and luckily they had cash, since the business does not take credit cards on the weekends !!! After being ripped off of $150 apiece we left. My concern is that the sign is extremely small with no light so it can be seen in the dark. I never noticed the sign in the past. The previous visits in June & August never resulted in such action so why now? There were no excessive amount of vehicles in the parking lot and this appears to me as a money making scheme for the towing company and the apartment complex. I called the main office prior to leaving and of course got a voice mail. I left a message for someone to call me on my cell and I never heard a word.Desired Settlement: We would love to have a refund for the $150 that was paid but I know that is not going to happen. Would like an explanation of why we were able to park in the same spot in June & August and now all of a sudden that is off limits. We now know to park in the VISITORS space if a spot is available.

Thank you,

Business

Response:

[redacted]We are sorry for the experience of having been towed while visiting one of our residents. Unfortunately, our policy states that vehicles without parking passes must be parked in visitors parking. Every resident is explained this policy and given a map of the property outlining the visitor parking areas upon move in. The company that we utilize for our towing needs does not come every night nor do they have the capability to tow every vehicle that is improperly parked every night. They tow what theycan within the given time frames per day. As far as your concern that you have parked in this same place before and were not towed, this is nothing more than happenstance. Again, we apologize for the inconvenience, but if you would like to visit the rental office on your next visit to our property, we would be more than willing to offer you a map of visitor parking so that this does not happen in the future. Sincerely,Sterling Glen Management

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted the Revdex.com and stated that they have always parked in the same spot and have never been towed and have parked in other spots not marked visitor and never been towed. She feels that if they tow 1 or 2 cars parked where they should not be then all of the vehicles should have been towed. As such she would like her $150 back. She is also upset that the towing company they use only accepts cash on the weekend and she feels that is ridiculous.

This apartment complex lacks a management staff that is customer service focused and/or driven. I have lived in their complex for 3 years and had not one late or missed rent payment. Now that I have moved, they are purposefully holding my security deposit which was $2,010.00 prior to their deduction for a small carpet repair. This is crippling to me as a single mother and while the law may give them 45 days to return an occupant's deposit it is certainly not good customer service. Why would I recommend anyone in need of an apartment to pursue living there?