Sunset Terrace Apartments

This complaint has been resolved.We did not know that the phone was forwarded to [redacted] until she contacted us The owner of the hotel, [redacted] , contacted our Controller, [redacted] who immediately contacted Sprint and had the forward feature removed from the phone [redacted] also contacted [redacted] via text and told her that she was handling the matter and apologized [redacted] responded, ok.Thank You

Per Charles they have fixed the bathroom ceiling, He stating that there is no water poring into apartment it maybe sweat from Patio doorThe electrical issues have been resolved Charles will contact the tenant on 3/3/to discuss any other outstanding issues the tenant may have

Dear Mrs [redacted] ,We are sorry you are upset about the way we handled your reservation, but let's make certain things clearWhen you stated you did not remember making a reservation, I would like to remind you that you made the reservation on March 29th at 2:34pm on the Hotel Metro websiteAt which point, you also submitted your credit card to reserve the room and also received confirmation.As a courtesy, on July 2nd at 7:27pm, we sent you a reminder/confirmation via emailAt 8:40am, July 3rd you called our front desk and claimed you never made a reservation and threatened our staff with hourly phone calls, social media postings, etc.Because we are nice people, we chose to cancel your reservation despite the fact that it violated our 24-hour Cancellation PolicyThe reason you never spoke to me was because our Front Desk Manager handled it within minutesThe cancellation was done at 8:47am which was three minutes after your phone callWe also sent you the cancellation notificationI also want to remind you that your credit card was never charged! Despite of our kind response to you within minutes, you chose to post a number of angry and misleading reviews online.We, at Hotel Metro, take pride in professional and honest serviceHave a good life, [redacted] General ManagerHotel Metro

Complaint: [redacted] I am rejecting this response because: I was told by another sunset terrece officer that when my dad not there, they will remove back to one personShe did not mention anything about resubmitting my appication or I have to pay persons utilityif they told me at begining about what [redacted] said now I totally understand their policy, I just not happy because their poor communication between their own management that casued the residents confusionthis is not the first timeThe management is not very reasponsible for their mistakesEverytime, they just gave residents a excuse and let us to take it(My coworder used to live there and told me Sunset has always made mistakes on their rent when they renew their lease) miscommunication can be understand once but if it happen that often, they have to do something to the residents Side note: I have requested to repair my lanai screen a month ago and did not see anyone comeEverytime I asked them, they either said busy or something elsei would like see any compensation for their miscommication on me Sincerely, [redacted] ***

We made the offer to Ms*** to replace her refund check with one that has her father's name on it only as soon as we received back the first check

Complaint Type: Repair Issues
Problem:
I have made a complaint once before about repairs being needed in my apartment they have still yet to come and fix it I have mold growing on my walls and my window in the bedroom I have the ceiling coming down in my living room my carpet smells in the living room and bedroom from the washer overflowing in the w Hallway through the wall in my living room on the carpet and also from the pipe leaking in the bathroom ceiling and flooded my room last yearmy fire alarm does not work my oven does not work and the light in my bedroom closet is still broken the heater in my bedroom is coming off the wall from water damage also I have taken over letters to landlord and nothing has been done yet but he told y'all everything was fixed and it's not even been touched my kids come here every weekend and my youngest daughter has neuroblastoma cancer and I have asthma so yes it needs to be done now bc of health issues or he'll have to be paying for me to move I'm disabled and this is beyond rediculace I need help and I have pictures if I could email them to you
Desired Resolution: RepairDesired Outcome: Everything gets fixed or him pay me back my rent money for the last months at $a month and my security deposit of $

Consumer Response /* (2000, 19, 2014/06/26) */
This issue has been resolved through the companys corporate office, Thank you for your swift actions and response
***

Everything is fine and taken care of.

From: [redacted] [mailto:[redacted]] Sent: Thursday, December...

11, 2014 10:34 AMTo: InfoCc: '[redacted]'Subject: ID [redacted], The following is the response of Sunset Terrace Apartments to the above-referenced complaint: Our standard practice is to require that any person over the age of 18 that will reside in one of our apartments complete an application and pay $40 for the purpose of a credit and background check.  Complainant told us that she was involved in a financial transaction that could be compromised by running a credit check at that time.  The previous manager agreed to waive the application requirement and put the lease in her Dad’s name only and add the complainant as a roommate. Since there is a primary lessee plus a roommate, she is being billed for utilities based upon 2 people. We cannot delete her Dad as requested because he is the primary lessee. We have told complainant on numerous occasions that her Dad can be deleted and soon as she completes an application and pays $40 for a background check. Complainant has refused to complete the application. We have given her a clear choice: she can complete the application or she can pay for utilities as if her Dad were living there. Under our rules, complainant wouldn’t be allowed to reside in our apartments at all without a background check. We are offering this compromise only because she was granted a waiver by the previous manager of the apartment. Please feel free to contact me for any additional information you may need. Thank you. [redacted] Assistant Manager Sunset Terrace Apartments [redacted]

This complaint has been resolved.We did not know that the phone was forwarded to [redacted] until she contacted us.  The owner of the hotel, [redacted], contacted our Controller, [redacted] who immediately contacted Sprint and had the forward feature removed from the phone.  [redacted] also...

contacted [redacted] via text and told her that she was handling the matter and apologized.  [redacted] responded, ok.Thank You.

Per Charles they have fixed the bathroom ceiling, He stating that there is no water poring into apartment it maybe sweat from Patio door. The electrical issues have been resolved. 
Charles will contact the tenant on 3/3/2015 to discuss any other outstanding issues the tenant may...

have.

Dear Mrs. [redacted],We are sorry you are upset about the way we handled your reservation, but let's make certain things clear. When you stated you did not remember making a reservation, I would like to remind you that you made the reservation on March 29th at 2:34pm on the Hotel Metro website. At...

which point, you also submitted your credit card to reserve the room and also received confirmation.As a courtesy, on July 2nd at 7:27pm, we sent you a reminder/confirmation via email. At 8:40am, July 3rd you called our front desk and claimed you never made a reservation and threatened our staff with hourly phone calls, social media postings, etc.Because we are nice people, we chose to cancel your reservation despite the fact that it violated our 24-hour Cancellation Policy. The reason you never spoke to me was because our Front Desk Manager handled it within minutes. The cancellation was done at 8:47am which was three minutes after your phone call. We also sent you the cancellation notification. I also want to remind you that your credit card was never charged! Despite of our kind response to you within minutes, you chose to post a number of angry and misleading reviews online.We, at Hotel Metro, take pride in professional and honest service. Have a good life,[redacted]General ManagerHotel Metro

Complaint: [redacted]I am rejecting this response because:
I was told by another sunset terrece officer that when my dad not there, they will remove back to one person. She did not mention anything about resubmitting my appication or I have to pay 2 persons utility. if they told me at begining about what [redacted] said now I totally understand their policy, I just not happy because their poor communication between their own management that casued the residents confusion. this is not the first time. The management is not very reasponsible for their mistakes. Everytime, they just gave residents a excuse and let us to take it. (My coworder used to live there and told me Sunset has always made mistakes on their rent when they renew their lease).  miscommunication can be understand once but if it happen that often, they have to do something to the residents.
Side note: I have requested to repair my lanai screen a month ago and did not see anyone come. Everytime I asked them, they either said busy or something else. I would like see any compensation for their miscommication on me.
Sincerely,
[redacted]