Sun Valley Lake Apartments

Complaint: [redacted] I am rejecting this response because: Wow!! We still consider the matter still unsolved for the following reasons: The business replay is not accurate For example, one of the work orders was open on 10/24/but not completed until 2/21/(See attached website status)There were also things that needed fixing that is listed on the moinspection; only one was fixed before they moved out on 2/19/(see attached inspection report) The business reply is also not factual [redacted] never made those comments to a staff member The attached affirmation by [redacted] lays out the facts and substantiates our claim Needless to say, we want to counter the business reply Sincerely, [redacted] ***

This resident residing in [redacted] ***; [redacted] ***, was informed that the end apartment homes at Sun Valley Lake require more energy to heat and cool before he moved into this location and to expect higher utility bills Furthermore, the air conditioner is new and is working at the optimal level After researching this address and work order history, we have only three work orders regarding this matter: The first was on July 13th when Mr [redacted] reported his air conditioner was not cooling - it was degrees outside with a heat index of we checked the system and confirmed it was operating efficiently A second work order was generated because Mr [redacted] wanted his windows tinted and we did so immediately Mr [redacted] also requested a window unit be installed and when we did he requested two The facts are: Mr [redacted] is being unreasonable in running two window units and the air conditioner while several witnesses have also reported that he allows the sliding glass door to remain completely open while standing outside on the deck smoking cigarettes; letting the air conditioning escape Mr [redacted] has cussed and used inappropriate language in our office numerous times and not all of the issues are related to this particular and uncalled for complaint I spoke with Mr [redacted] the same day that he decided to file this complaint to your office and explained to him that we cannot pay for his expenses and he dropped the "f" bomb, caused a scene in front of one of our residents and this was one of many times he has been out of control This resident is no longer allowed in our office/clubhouse

In response to the UNSIGNED letter that [redacted] P [redacted] wrote: Attached are four of several pictures taken in response to the allegations regarding the address located at [redacted] ***, StCharles, MO Unfortunately, there are several additional pictures I would like to attach but am apparently only allowed room for four above All pictures identify the items he outlined on LINE ITEMS: 3/4/5/6/7/8/9/and ARE NOT AS HE CLAIMS Additionally, the City of StCharles must inspect and pass every apartment prior to it becoming occupied and "high levels of condensation throughout the apartment, causing mold smell" simply does not exist - several of my staff including the City can confirm this as well as the complaints regarding the condition of this apartment The work orders in question: the residents moved in October 11, and had only two work orders: Work order # [redacted] was created before they moved in; 10/10/and completed on 10/12/and Work Order # [redacted] was called in 10/18/and was completed on 11/15/ Work order # [redacted] is a DUPLICATE and was already completed on work order # [redacted] There was no need to "challenge" the moinspection report" - the Revdex.com has this on file and if this apartment was not "livable" the resident did not have to accept the apartment in it's current condition at time of move in, in addition, this apartment will need very little attention to get it back on line There is mention in Mr [redacted] letter that states "totally frustrated with the Property Manager": I've never met the residents, they were not here long and several staff members will attest that they were not in our office on a daily basis- they had two work orders and a very minimal completed move in inspection form Per my first response, these residents are unhappy because of their fiduciary responsibilities under the lease and several of my staff heard both residents state they were just looking at houses and didn't expect to find one so quickly so they had to break their lease which does not expire until October 10,

There are a total of three minor (I emphasize minor) work orders in our system that were completed and closed promptly. Furthermore, the two residents residing in this apartment were house searching and conveyed to one of our staff members that they were house searching and ended up finding a
home much sooner than they thought and gave us the required (60) day written notice but want to break the signed Lease Agreement without having to be responsible for the charges within this legal binding lease agreement. Due to Fair Housing, we cannot deviate nor re-write the Lease Agreement

Initial Business Response /* (1000, 7, 2015/09/11) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sunvalleylake.net
Sun Valley Lake Management has spend numerous hours on the phone, emailing and discussing this subjectAUM has come to a resolution and is
sending out massive notifications to the residents and they are sending these notifications in writing more than onceHowever, AUM is in receipt of this complaint and it is they that are going to respond

Initial Business Response /* (1000, 5, 2015/09/22) */
Contact Name and Title: ***/Prop Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@sunvalleylake.net
Sun Valley Lake is bound under Fair Housing Rules and RegulationsThe SIGNED Application is very clear on the policy with regards
to the hour cancellation policyWe took an apartment off of the market and held it so that no one less could rent this apartment while others could haveThis is a consistent and fair policy that is not only the same in Missouri rental communities but in many (probably most) other states

This resident; *** *** originally lived at *** *** *** *** for only a matter of a few months. During this time period, Management learned that she was housing a male that was not on the lease and is a serious Lease Violation. Our Lease Agreement that Ms*** signed clearly
states that ALL residents the age of years and older must QUALIFY by completing a Rental Application and going through the procedures as all of our current residents do. After we learned about this male living illegally he came in and qualified to be added to the lease. However, during their stay in *** (as well as where they eventually transferred ***), our Management Office received complaints from the surrounding neighbors of yelling, fighting and Mr*** *** being physically abusiveWhen Management did the walk-through before they transferred to *** there were large holes in the interior doors and the doors had to be replaced. After much consideration, we transferred them over to *** because they complained of "mold" in their apartment of which none; zero was found and a new resident has been residing in this apartment and has not complained about any mold or mildew for that matter inside this apartment. While residing in *** they complained about "mold" again and once again neighbors in this building complained about yelling and fighting going on in this apartment. Management decided to let them out of their lease without penalty - where the lease states they must give a two month termination fee we charged them zero. However, they moved into new carpet and the short time they lived in *** they managed to destroy it and we had to replace the carpet that was just one year old. Also, there were large holes (as if someone punched them with their fist) were found inside the kitchen and dining room area. Management has documented that we will not "re-rent" to them again

Complaint: [redacted]
I am rejecting this response because:
Wow!!  We still consider the matter still unsolved for the following reasons:  The business replay is not accurate.  For example, one of the work orders was open on 10/24/17 but not completed until 2/21/18 (See attached website status). There were also 12 things that needed fixing that is listed on the move-in inspection; only one was fixed before they moved out on 2/19/18 (see attached inspection report).  The business reply is also not factual.  [redacted] never made those comments to a staff member.  The attached affirmation by [redacted] lays out the facts and substantiates our claim.  Needless to say, we want to counter the business reply.
Sincerely,
[redacted]

First and Foremost, this person residing at [redacted] has NEVER contacted me regarding any issues at the apartment.  But, most importantly the minor items in his apartment have been fixed.  The pool that this resident is claiming he was inconvenienced because we are bettering the...

community and installed a new beautiful pool deck did not mention in his complaint that we have TWO OTHER SWIMMING POOLS on property that were available for use.  Lastly, due to Fair Housing and Per his Signed Lease Agreement, we must treat residents the same.  The fact that their bank messed up is not our fault and we cannot reimburse him for his rental payment being late and for them writing a bad check.

This resident residing in [redacted]; [redacted], was informed that the end apartment homes at Sun Valley Lake require more energy to heat and cool before he moved into this location and to expect higher utility bills.  Furthermore, the air conditioner is new and is working at the...

optimal level.  After researching this address and work order history, we have only three work orders regarding this matter:  The first was on July 13th when Mr. [redacted] reported his air conditioner was not cooling - it was 95 degrees outside with a heat index of 105 we checked the system and confirmed it was operating efficiently.   A second work order was generated because Mr. [redacted] wanted his windows tinted and we did so immediately.  Mr. [redacted] also requested a window unit be installed and when we did he requested two.  The facts are:  Mr. [redacted] is being unreasonable in running two window units and the air conditioner while several witnesses have also reported that  he allows the sliding glass door to remain completely open while standing outside on the deck smoking cigarettes; letting the air conditioning escape.  Mr. [redacted] has cussed and used inappropriate language in our office numerous times and not all of the issues are related to this particular and uncalled for complaint.  I spoke with Mr. [redacted] the same day that he decided to file this complaint to your office and explained to him that we cannot pay for his expenses and he dropped the "f" bomb, caused a scene in front of one of our residents and this was one of many times he has been out of control.  This resident is no longer allowed in our office/clubhouse.

Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: [redacted]/Prop Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sunvalleylake.net
We took care of Ms. [redacted] by transferring her on site from a 708 square foot apartment to a 875 square foot apartment for...

the same rental rate as the smaller apartment. We also waived her July rental payment for the entire month of July and we also utilized two staff employees and our company truck to move her into the larger apartment. As far as Management is aware, Ms. [redacted] is content in her new apartment.

In response to the UNSIGNED letter that [redacted] P [redacted] wrote: Attached are four of several pictures taken in response to the allegations regarding the address located at [redacted], St. Charles, MO  63301.  Unfortunately, there are several additional pictures I would like to attach but am apparently only allowed room for four above.   All pictures identify the items he outlined on LINE ITEMS: 3/4/5/6/7/8/9/10 and 11 ARE NOT AS HE CLAIMS.  Additionally, the City of St. Charles must inspect and pass every apartment prior to it becoming occupied and "high levels of condensation throughout the apartment, causing mold smell" simply does not exist - several of my staff including the City can confirm this as well as the false complaints regarding the condition of this apartment.  The work orders in question:  the residents moved in October 11, 2017 and had only two work orders:  Work order #[redacted] was created before they moved in; 10/10/17 and completed on 10/12/17 and Work Order #[redacted] was called in 10/18/17 and was completed on 11/15/17.  Work order #[redacted] is a DUPLICATE and was already completed on work order #[redacted].   There was no need to "challenge" the move-in inspection report" - the Revdex.com has this on file and if this apartment was not "livable" the resident did not have to accept the apartment in it's current condition at time of move in, in addition, this apartment will need very little attention to get it back on line.  There is mention in Mr. [redacted] letter that states "totally frustrated with the Property Manager":  I've never met the residents, they were not here long and several staff members will attest that they were not in our office on a daily basis- they had two work orders and a very minimal completed move in inspection form.  Per my first response, these residents are unhappy because of their fiduciary responsibilities under the lease and several of my staff heard both residents state they were just looking at houses and didn't expect to find one so quickly so they had to break their lease which does not expire until October 10, 2018.