Sun Valley Ranch Apartments

To whom it may concern, Complaint #*** in regards to Bridgett *** former resident at *** ** *** *** *** Mesa, AZ Her complaint was that she was unfairly charged for items at the time of move out. Her complaint has been reviewed and we have decided to refund her all
of her security deposit and she will receive a full refund, she will have no charges at all held against her refundable security deposit. I have emailed Mrs*** on this date to inform her of our decision, also attached is a copy of her final account statement. Thank you,

Ms***, In regards to your previous communication with this office and your concerns with your stay at Sun Valley RanchDue to the fact that I was not the manager here when any of the described incidences occurred, I can only apologize for any perceived delay in response to the
repairs of your apartment and provide you with the physical evidence regarding the repairs I would like to address the refund of your deposit and the question of reimbursement to yourself for dry cleaning and inconvenience, since I was the one that you spoke to regarding the these issues. In regards to how the carpet was treated in your apartment after the leak, please see the attached invoice from *** *** *** dated February 2, which shows that they responded to your unit #*** on January 30th, and performed a water extraction of your carpet due to a leak It also states that the same day they moved your furniture out of the way, completed a sub-surface and surface sanitization and a carpet cleaning They then removed the affected pad from under the carpet and supplied air blowers to appropriately dry the affected area The invoice then shows that on February 2, they removed the blowers, replaced the pad and reinstalled the carpet. When you spoke to me regarding the issue of your damaged possessions and requested that we reimburse you for the dry cleaning (see attached dry cleaning receipt), I reminded you that the reason renters insurance is required per your lease is due to the fact that due to acts of God such as the roof leak at your apartment we understand that you would want to have coverage on your personal items, and I suggested that you contact your insurance company You informed me that you had been in touch with your insurance and that the deductible was more than the cost of the damaged items Please refer to your lease page 1, paragraph where it specifically states that the property is not liable for damage to personal property damage due to rain or flood Also page 3, paragraph heading Casualty Loss, where it again reiterates that the property is not responsible for damage to personal property due to rain or flood. You agreed to send me over a written statement of your grievances and I agreed to speak with my regional manager and see if there was anything that we could do to assist you You did provide a statement of grievances as well as a copy of the dry cleaning receipt and I did show that letter to my regional account manager At this point I had already completed a move out walk of your apartment and had assessed cleaning charges towards your account for housekeeping $and carpet cleaning $ My regional asked me to remove all charges and refund you your entire deposit of $for your inconvenience I promptly submitted the revised account statement and your refund was mailed to you. In regards to the cleaning charges that you feel you never should have had You signed a receipt of the move-out instructions that has written in bold in two separate places that a receipt must be provided asproof of professional carpet cleaning or carpet cleaning charges would be assessed Page 5, paragraph of your lease states that if we provide move-out cleaning instructions that you must follow them Since I have provided you with a copy of the invoice showing that the carpet was cleaned after the leak, I am sure that you can see why we would expect for you to comply with these move out instructions The move-out instructions also detail all of the cleaning expected of your apartment and though you did leave your apartment in good condition, I still had to have a housekeeper come through and do a complete clean before I could move another person in According you to the Move-out instructions that you signed, the total charges for these two items would have been $145. You are requesting that we reimburse you for the $of dry cleaning, I submit that we refunded you $of your deposit due to your grievances and have gone above and beyond what you have asked. Thank you, *** ***Community ManagerSun Valley Ranch ApartmentsSun Valley Ranch Video

Ms***, In regards to your previous communication with this office and your concerns with your stay at Sun Valley RanchDue to the fact that I was not the manager here when any of the described incidences occurred, I can only apologize for any perceived delay in response to
the repairs of your apartment and provide you with the physical evidence regarding the repairs I would like to address the refund of your deposit and the question of reimbursement to yourself for dry cleaning and inconvenience, since I was the one that you spoke to regarding the these issues. In regards to how the carpet was treated in your apartment after the leak, please see the attached invoice from *** *** *** dated February 2, which shows that they responded to your unit #*** on January 30th, and performed a water extraction of your carpet due to a leak It also states that the same day they moved your furniture out of the way, completed a sub-surface and surface sanitization and a carpet cleaning They then removed the affected pad from under the carpet and supplied air blowers to appropriately dry the affected area The invoice then shows that on February 2, they removed the blowers, replaced the pad and reinstalled the carpet. When you spoke to me regarding the issue of your damaged possessions and requested that we reimburse you for the dry cleaning (see attached dry cleaning receipt), I reminded you that the reason renters insurance is required per your lease is due to the fact that due to acts of God such as the roof leak at your apartment we understand that you would want to have coverage on your personal items, and I suggested that you contact your insurance company You informed me that you had been in touch with your insurance and that the deductible was more than the cost of the damaged items Please refer to your lease page 1, paragraph where it specifically states that the property is not liable for damage to personal property damage due to rain or flood Also page 3, paragraph heading Casualty Loss, where it again reiterates that the property is not responsible for damage to personal property due to rain or flood. You agreed to send me over a written statement of your grievances and I agreed to speak with my regional manager and see if there was anything that we could do to assist you You did provide a statement of grievances as well as a copy of the dry cleaning receipt and I did show that letter to my regional account manager At this point I had already completed a move out walk of your apartment and had assessed cleaning charges towards your account for housekeeping $and carpet cleaning $ My regional asked me to remove all charges and refund you your entire deposit of $for your inconvenience I promptly submitted the revised account statement and your refund was mailed to you. In regards to the cleaning charges that you feel you never should have had You signed a receipt of the move-out instructions that has written in bold in two separate places that a receipt must be provided asproof of professional carpet cleaning or carpet cleaning charges would be assessed Page 5, paragraph of your lease states that if we provide move-out cleaning instructions that you must follow them Since I have provided you with a copy of the invoice showing that the carpet was cleaned after the leak, I am sure that you can see why we would expect for you to comply with these move out instructions The move-out instructions also detail all of the cleaning expected of your apartment and though you did leave your apartment in good condition, I still had to have a housekeeper come through and do a complete clean before I could move another person in According you to the Move-out instructions that you signed, the total charges for these two items would have been $145. You are requesting that we reimburse you for the $of dry cleaning, I submit that we refunded you $of your deposit due to your grievances and have gone above and beyond what you have asked. Thank you, *** ***Community ManagerSun Valley Ranch ApartmentsSun Valley Ranch Video

Revdex.com:I have reviewed the 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. 1. I spoke to the current manager and recorded the conversation when I came in the office.  While the first thing she mentioned was the renter's insurance, I informed her that my apartment sustained water twice in the same place (the second time much worst than the first).  There are acts of God and then negligence. The apartment complex owes me (the former tenant) a duty to provide a living space that is actually livable and to respond to maintenance requests as they are put in.  I was advised by the senior maintenance guy the day of the second incident which I also recorded that [1] the leak was in the same place as before and he had not even went up on the roof at that point, [2] that the roof of the building needs to be replaced and instead of the company replacing the roof, they just patch over patches, and [3] that he could only do what he could do.  I explained to him and the younger gentleman with him that I was beyond miffed and that it was not my fault either.  He was understanding and from there he went to the roof to see what he could do and I left to get my things dry cleaned and head to a meeting I was already extremely late for.  Under ARS [redacted], there is a duty to make all repairs and do whatever is necessary to keep the premises in a fit and habitable condition.  I do not care what the attachment says about when the blower was removed (Feb. 2nd) because that is inaccurate and I have video footage with the date on that exceeds Feb. 2nd.  Furthermore, the actual bedroom where I need to sleep was not livable for quite some time without any carpet and it still smelled.  Everything was in my living room and therefore I could not even sleep on the sofa.  Had management (the current who was the assistant manager then or the past manager) even bothered to show concern and walk to my apartment they would have seen with their own eyes.  The duty that is owed was breached by management's failure to provide livable premises especially after having already received February's rent well in advance in January.  But for their negligence and failure to both repair the roof in it's entirety and/or patch the roof properly, my apartment would not have sustained water and my clothes and other belongings would not have been ruined.  (Worth noting is that I only asked to be reimbursed for clothes--I had a new laptop bag that was real leather--Italian--that was completely ruined with mold and it was gift.)  As such, I will file a claim in small claims court if necessary.2. Management is completely unprofessional.  First, she states the apartment was left in good condition and I could get back my deposit which she already explicitly stated was being mailed out and that I would also be refunded for the dry cleaning but there was nothing that could be done about my other things that were damaged.  I accepted that offer.  Offer made, consideration was given--I get my money back, I agree not to pursue any other claims, and now they have failed to hold up their end of a verbal agreement.  Furthermore, management alleges that there was $85 in housekeeping and $60 in carpet cleaning.  I lived alone--no dog and attended school full time.  I cleaned that entire apartment when I left.  The only thing that needed cleaning was the inside of the oven which I know damn well was not $85.  Please see the attached video.  Additionally, my mother and the movers were there who could attest to the fact that I left that apartment cleaned. The floor was vacuumed with a DYSON no less and everything was disinfected and cleaned.  I have lived in several apartments throughout the US and never had any negative complaints about me when I moved out, that I was ever a problem tenant, never did not get back my full deposit and beyond that I have never been late on rent.  This is what you get for being a "model" tenant.  I was advised that I did not need to clean the carpet which by the way was never cleaned for me when there was water.  Maintenance walked in and out of the apartment without any booties over their shoes and it was pouring down rain with them leaving puddles of water at the door way and on the floor, tracking mud, dirt and leaves into my apartment.  I requested pictures from management and I have yet to see anyone.  I was sent an invoice but none of the alleged pictures that I left the apartment in such a trash condition.  Further proof that management is engaging in consumer fraud.3. The response back was unsatisfactory.  Furthermore, I humbly request that all communications from management come directly through this medium instead of them contacting me directly via email or via the phone (management requested the latter).  4. The video from when I moved out will not attach because all of the allowable file types are not for videos.  I can only attach (4) things to this email so I tried to put the largest video and the three pictures are from when I moved in. (Unfortunately, the video will not attach--can I email to someone directly?) One pic shows the tub drain was peeling and was a problem when I moved in.  When I spoke to management about it I was told (my aunt was with me when it happened) that "we'll keep an eye on it."  Nothing ever happened.  The other picture is one of three pictures from under the bathroom vanity that shows the blue stains were there when I moved in.  The last picture is one of five pictures of the inside of the oven when I moved in.  There was stuff on the grilled part, even the handle was filthy, the bottom drawer had all kinds of crap on the top ledge when you opened it.  I could only attach one picture of each. I still have several pictures of the condition of the apartment when I moved in as well as when I moved out as well as recorded messages which I will have all has evidence should I have to file a small claims lawsuit.  Again, thank you Revdex.com for your efforts. They do not go unnoticed and are much appreciated. Regards,[redacted]

Ms. [redacted], In regards to your previous communication with this office and your concerns with your stay at Sun Valley Ranch. Due to the fact that I was not the manager here when any of the described incidences occurred, I can only apologize for any perceived delay in response to...

the repairs of your apartment and provide you with the physical evidence regarding the repairs.  I would like to address the refund of your deposit and the question of reimbursement to yourself for dry cleaning and inconvenience, since I was the one that you spoke to regarding the these issues. In regards to how the carpet was treated in your apartment after the leak, please see the attached invoice from [redacted] dated February 2, 2015 which shows that they responded to your unit #[redacted] on January 30th, 2015 and performed a water extraction of your carpet due to a leak.  It also states that the same day they moved your furniture out of the way, completed a sub-surface and surface sanitization and a carpet cleaning.  They then removed the affected pad from under the carpet and supplied 2 air blowers to appropriately dry the affected area.  The invoice then shows that on February 2, 2015 they removed the blowers, replaced the pad and reinstalled the carpet. When you spoke to me regarding the issue of your damaged possessions and requested that we reimburse you for the dry cleaning (see attached dry cleaning receipt), I reminded you that the reason renters insurance is required per your lease is due to the fact that due to acts of God such as the roof leak at your apartment we understand that you would want to have coverage on your personal items, and I suggested that you contact your insurance company.  You informed me that you had been in touch with your insurance and that the deductible was more than the cost of the damaged items.  Please refer to your lease page 1, paragraph 8 where it specifically states that the property is not liable for damage to personal property damage due to rain or flood.  Also page 3, paragraph 23 heading Casualty Loss, where it again reiterates that the property is not responsible for damage to personal property due to rain or flood. You agreed to send me over a written statement of your grievances and I agreed to speak with my regional manager and see if there was anything that we could do to assist you.  You did provide a statement of grievances as well as a copy of the dry cleaning receipt and I did show that letter to my regional account manager.  At this point I had already completed a move out walk of your apartment and had assessed cleaning charges towards your account for housekeeping $85 and carpet cleaning $60.  My regional asked me to remove all charges and refund you your entire deposit of $200 for your inconvenience.  I promptly submitted the revised account statement and your refund was mailed to you. In regards to the cleaning charges that you feel you never should have had.  You signed a receipt of the move-out instructions that has written in bold in two separate places that a receipt must be provided asproof of professional carpet cleaning or carpet cleaning charges would be assessed.  Page 5, paragraph 38 of your lease states that if we provide move-out cleaning instructions that you must follow them.  Since I have provided you with a copy of the invoice showing that the carpet was cleaned after the leak, I am sure that you can see why we would expect for you to comply with these move out instructions.  The move-out instructions also detail all of the cleaning expected of your apartment and though you did leave your apartment in good condition, I still had to have a housekeeper come through and do a complete clean before I could move another person in.  According you to the Move-out instructions that you signed, the total charges for these two items would have been $145. You are requesting that we reimburse you for the $81.50 of dry cleaning, I submit that we refunded you $145 of your deposit due to your grievances and have gone above and beyond what you have asked.  Thank you, [redacted]Community ManagerSun Valley Ranch ApartmentsSun Valley Ranch Video

I have reviewed the 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. 1. I spoke to the current manager and recorded the conversation when I came in the office.  While the first thing she mentioned was the renter's insurance, I informed her that my apartment sustained water twice in the same place (the second time much worst than the first).  There are acts of God and then negligence. The apartment complex owes me (the former tenant) a duty to provide a living space that is actually livable and to respond to maintenance requests as they are put in.  I was advised by the senior maintenance guy the day of the second incident which I also recorded that [1] the leak was in the same place as before and he had not even went up on the roof at that point, [2] that the roof of the building needs to be replaced and instead of the company replacing the roof, they just patch over patches, and [3] that he could only do what he could do.  I explained to him and the younger gentleman with him that I was beyond miffed and that it was not my fault either.  He was understanding and from there he went to the roof to see what he could do and I left to get my things dry cleaned and head to a meeting I was already extremely late for.  Under ARS [redacted], there is a duty to make all repairs and do whatever is necessary to keep the premises in a fit and habitable condition.  I do not care what the attachment says about when the blower was removed (Feb. 2nd) because that is inaccurate and I have video footage with the date on that exceeds Feb. 2nd.  Furthermore, the actual bedroom where I need to sleep was not livable for quite some time without any carpet and it still smelled.  Everything was in my living room and therefore I could not even sleep on the sofa.  Had management (the current who was the assistant manager then or the past manager) even bothered to show concern and walk to my apartment they would have seen with their own eyes.  The duty that is owed was breached by management's failure to provide livable premises especially after having already received February's rent well in advance in January.  But for their negligence and failure to both repair the roof in it's entirety and/or patch the roof properly, my apartment would not have sustained water and my clothes and other belongings would not have been ruined.  (Worth noting is that I only asked to be reimbursed for clothes--I had a new laptop bag that was real leather--Italian--that was completely ruined with mold and it was gift.)  As such, I will file a claim in small claims court if necessary.2. Management is completely unprofessional.  First, she states the apartment was left in good condition and I could get back my deposit which she already explicitly stated was being mailed out and that I would also be refunded for the dry cleaning but there was nothing that could be done about my other things that were damaged.  I accepted that offer.  Offer made, consideration was given--I get my money back, I agree not to pursue any other claims, and now they have failed to hold up their end of a verbal agreement.  Furthermore, management alleges that there was $85 in housekeeping and $60 in carpet cleaning.  I lived alone--no dog and attended school full time.  I cleaned that entire apartment when I left.  The only thing that needed cleaning was the inside of the oven which I know damn well was not $85.  Please see the attached video.  Additionally, my mother and the movers were there who could attest to the fact that I left that apartment cleaned. The floor was vacuumed with a DYSON no less and everything was disinfected and cleaned.  I have lived in several apartments throughout the US and never had any negative complaints about me when I moved out, that I was ever a problem tenant, never did not get back my full deposit and beyond that I have never been late on rent.  This is what you get for being a "model" tenant.  I was advised that I did not need to clean the carpet which by the way was never cleaned for me when there was water.  Maintenance walked in and out of the apartment without any booties over their shoes and it was pouring down rain with them leaving puddles of water at the door way and on the floor, tracking mud, dirt and leaves into my apartment.  I requested pictures from management and I have yet to see anyone.  I was sent an invoice but none of the alleged pictures that I left the apartment in such a trash condition.  Further proof that management is engaging in consumer fraud.3. The response back was unsatisfactory.  Furthermore, I humbly request that all communications from management come directly through this medium instead of them contacting me directly via email or via the phone (management requested the latter).  4. The video from when I moved out will not attach because all of the allowable file types are not for videos.  I can only attach (4) things to this email so I tried to put the largest video and the three pictures are from when I moved in. (Unfortunately, the video will not attach--can I email to someone directly?) One pic shows the tub drain was peeling and was a problem when I moved in.  When I spoke to management about it I was told (my aunt was with me when it happened) that "we'll keep an eye on it."  Nothing ever happened.  The other picture is one of three pictures from under the bathroom vanity that shows the blue stains were there when I moved in.  The last picture is one of five pictures of the inside of the oven when I moved in.  There was stuff on the grilled part, even the handle was filthy, the bottom drawer had all kinds of crap on the top ledge when you opened it.  I could only attach one picture of each. I still have several pictures of the condition of the apartment when I moved in as well as when I moved out as well as recorded messages which I will have all has evidence should I have to file a small claims lawsuit.  Again, thank you Revdex.com for your efforts. They do not go unnoticed and are much appreciated. Regards,[redacted]