The Highlands Apartment Homes

Hello Miriam,? Thank you so much for reaching out to us a several times and your continued patience as there has been a delay in responding to you regarding [redacted] ’s complaintI sincerely apologize and would like to assure you this in not the way I prefer to conduct business.? As you know from our phone call, I am the new community director and I am working to get many things in order to establish the best business practices in the office, making sure we can operate successfully and ensure each resident has a great place to call home.? In the complaint filed, I see that she mentioned several items about “health issues” since their move in walk through dated 3/17/2017: ·? ? ? ? ? ? ? ? “One of the biggest problem is our health when it comes to the bugs and roaches...severe issues while I cook and while using the shower” ·? ? ? ? ? ? ? ? “dollars on my rent bill for valet trash which I never use not even once.” ·? ? ? ? ? ? ? ? “The dumpsters is discussthing their is a lot of big roaches and it is a health issue...we also have some in our garage...Which we will address we will address to the health department also”? I would like to let you know we have a vendor for pest control, Western Exterminating ServicesThis is a free service we offer every Wednesday, for those that request itOn 3/22/2017, we had their apartment home sprayed thoroughly, due to this concern, and again on 4/05/This is not something that is a ongoing issue at our Community.? She mentioned she felt they were quote, “entitled to a free months rent due to the fact that we had a lot of things not fix from the time of our move in date until now 5-3-17”These are the issues specifically mentioned: ·? ? ? ? ? ? ? ? Doorbell not working after 3X ·? ? ? ? ? ? ? ? Vents in the A/C ·? ? ? ? ? ? ? ? Broken mirror ·? ? ? ? ? ? ? ? Shower never fixed ·? ? ? ? ? ? ? ? Power goes off due to blow dryer in restroom and hallway ·? ? ? ? ? ? ? ? Ceiling fan makes a loud noise ·? ? ? ? ? ? ? ? Toilet makes a loud noise? I can understand her frustrations here and would like to let you know we proceeded to take care of these work orders in the span of 4/7/to 5/10/In this time, [redacted] mentioned that her husband and the manager, John, schedule appointments but we canceled or did not show upOn our work orders there is documentation that we called to confirm appointments but there was no answer, so we left numerous ? messagesShe also mentioned that the manager, “also trying to kick us out and saying he will not give us a compensations”This is not trueIn his conversations, he mentioned that he would not provide any reimbursements but if they were unhappy, he would let them out of their lease without a lease break feeThere always seemed to be a problem but when we tried to find a solution, they were not willing to allow us to do our job.? In her desired settlement, we were able to comply with each issue that needed to be fixed, as well as providing some concessions for inconvenienceI understand we did not completely compensate a full months rent as requested, yet due to the delay and inconvenience we did grant these concessions: ·? ? ? ? ? ? ? ? In April for the amount of $for incomplete work orders·? ? ? ? ? ? ? ? In May for the amount of $298.62, for one weeks rent.? We have been more than willing to work with them but we feel it is no longer necessary to be compensating rentAll work orders are complete and we’ve had no further issues.? I appreciate your time and hard workI am sure it can be a very thankless job at times, but we too want to make sure our residents are well taken care of and in compliance with the standards for the Revdex.com of Central California & the Inland Empire CountiesI would be happy to help you with any further questions regarding [redacted] to make sure we are in compliance with this complaint ? Sincerely, ? ? ? Brittany Emerson Community Director The Highlands at Grand Terrace [redacted] ***? [redacted] ***Phone? ###-###-#### Fax ###-###-####?

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ This letter is in response to the complaint from [redacted] stating that The Highlands Apartments has not issued a refund check for $holding depositThe Highlands Apartments did issue a refund check in the amount of $which was dated 9/24/15, and cashed on 9/29/Please find enclosed a copy of the issued check with what appears to be an endorsement by [redacted] The Highlands did issue the check to both applicants as required by law, and it appears that the bank that cashed the check did not require both endorsements prior to cashing [redacted] will need to follow up with [redacted] or the bank that accepted deposit without her signature to resolve this matter, since the funds have been withdrawn from out accountPlease let me know if there is anything further needed from us to consider this matter resolved Thank you, [redacted] Community Manager

Brothers Tow Company on August 9th, tagged the vehicle for having a broken window and? for it? appearing to not have moved in weeksOur company policy is vehicles need to bein compliance with policy, ? in working condition and moved on a weekly basisWe have vendors in place to check all vehicles on property? every hoursOn August 16th, we towed the vehicle because it appeared it had not moved and Brothers towing had photo documentationThe resident came in to the office on August 17th and? said they never saw the sticker from when it was tagged and someone must have ripped it off over the course of the weekParts of the sticker were still visible from the photos Brother towing had but after reviewing with our corporate office, we cannot be sureWe have already released the vehicle back to the residents on? August 18th and we did not charge them.Thank you so much,Brittany EmersonCommunity DirectorThe Highlands at Grand Terrace ###-###-####

Hello Miriam, Thank you so much for reaching out to us a several times and your continued patience as there has been a delay in responding to you regarding [redacted] ’s complaint. I sincerely apologize and would like to assure you this in not the way I prefer to conduct business. As... you know from our phone call, I am the new community director and I am working to get many things in order to establish the best business practices in the office, making sure we can operate successfully and ensure each resident has a great place to call home. In the complaint filed, I see that she mentioned several items about “health issues” since their move in walk through dated 3/17/2017: · “One of the biggest problem is our health when it comes to the bugs and roaches...severe issues while I cook and while using the shower” · “25 dollars on my rent bill for valet trash which I never use not even once.” · “The dumpsters is discussthing their is a lot of big roaches and it is a health issue...we also have some in our garage...Which we will address we will address to the health department also” I would like to let you know we have a vendor for pest control, Western Exterminating Services. This is a free service we offer every Wednesday, for those that request it. On 3/22/2017, we had their apartment home sprayed thoroughly, due to this concern, and again on 4/05/2017. This is not something that is a ongoing issue at our Community. She mentioned she felt they were quote, “entitled to a free months rent due to the fact that we had a lot of things not fix from the time of our move in date until now 5-3-17”. These are the issues specifically mentioned: · Doorbell not working after 3X · Vents in the A/C · Broken mirror · Shower never fixed · Power goes off due to blow dryer in restroom and hallway · Ceiling fan makes a loud noise · Toilet makes a loud noise I can understand her frustrations here and would like to let you know we proceeded to take care of these work orders in the span of 4/7/2017 to 5/10/2017. In this time, [redacted] mentioned that her husband and the manager, John, schedule appointments but we canceled or did not show up. On our work orders there is documentation that we called to confirm appointments but there was no answer, so we left numerous messages. She also mentioned that the manager, “also trying to kick us out and saying he will not give us a compensations”. This is not true. In his conversations, he mentioned that he would not provide any reimbursements but if they were unhappy, he would let them out of their lease without a lease break fee. There always seemed to be a problem but when we tried to find a solution, they were not willing to allow us to do our job. In her desired settlement, we were able to comply with each issue that needed to be fixed, as well as providing some concessions for inconvenience. I understand we did not completely compensate a full months rent as requested, yet due to the delay and inconvenience we did grant these concessions: · In April for the amount of $597.00 for incomplete work orders. · In May for the amount of $298.62, for one weeks rent. We have been more than willing to work with them but we feel it is no longer necessary to be compensating rent. All work orders are complete and we’ve had no further issues. I appreciate your time and hard work. I am sure it can be a very thankless job at times, but we too want to make sure our residents are well taken care of and in compliance with the standards for the RevDex.com of Central California & the Inland Empire Counties. I would be happy to help you with any further questions regarding [redacted] to make sure we are in compliance with this complaint. Sincerely, Brittany Emerson Community Director The Highlands at Grand Terrace 1 [redacted] *** [redacted] ***13 Phone ###-###-#### Fax ###-###-####

Good Afternoon Ms***,In reviewing Mr*** complaint he is not providing all of the information. In regards to entering in the dwelling yes that is true, we received a maintenance emergency from the neighbor behind him on 4/25/18. Water was coming from the adjacent
wall to the bathroom. Maintenance knocked on Mr***'s door to see if they were home. The office called both resident informing them of the plumbing emergency and we were going to enter. In entering the unit they found that the residents left the bathroom sink on causing water damage to the unit behind them. We will not enter a unit unless there is a maintenance emergency, this is also stated into the lease.In regards to the neighbors animal urinating on the patio, this was addressed with the upstairs neighbor, we informed them that if it continued they would not longer be permitted to have the animal. Mr*** & Mrs*** never stated that this was on going issue, when the 2nd complaint was made we made contact with the neighbor and gave them a final warning.They were sent balance due notices regarding there balance and my Assistant Manager sent them an email with the total move out charges. They had short paid the rent for May, so we called them and informed them that we can not accept partial payments. My assistant was on vacation. In reviewing the balance the resident were on month to month but were not paying the month to month fees. When my assistant came back from vacation she provided the emails sent to the resident stating the total cost. At that time I asked for her to contact the residents and inform them that the balance was true. They submitted the balance payment on the day of move out with the keys.I do not feel that my team was in any way was abusive to the residents, in fact there were conversations that they had with the team yelling and cursing at them. This is a place of business and my team does not be be subjected to this.If you have any further questions please do not hesitate to contact me.Thank you,*** ***Community Director***###-###-####

Brothers Tow Company on August 9th, tagged the vehicle for having a broken window and for it appearing to not have moved in weeksOur company policy is vehicles need to bein compliance with policy, in working condition and moved on a weekly basisWe have vendors in place to check
all vehicles on property every hoursOn August 16th, we towed the vehicle because it appeared it had not moved and Brothers towing had photo documentationThe resident came in to the office on August 17th and said they never saw the sticker from when it was tagged and someone must have ripped it off over the course of the weekParts of the sticker were still visible from the photos Brother towing had but after reviewing with our corporate office, we cannot be sureWe have already released the vehicle back to the residents on August 18th and we did not charge them.Thank you so much,Brittany EmersonCommunity DirectorThe Highlands at Grand Terrace ###-###-####

Brothers Tow Company on August 9th, tagged the vehicle for having a broken window and? for it? appearing to not have moved in weeksOur company policy is vehicles need to bein compliance with policy, ? in working condition and moved on a weekly basisWe have vendors in place to check
all vehicles on property? every hoursOn August 16th, we towed the vehicle because it appeared it had not moved and Brothers towing had photo documentationThe resident came in to the office on August 17th and? said they never saw the sticker from when it was tagged and someone must have ripped it off over the course of the weekParts of the sticker were still visible from the photos Brother towing had but after reviewing with our corporate office, we cannot be sureWe have already released the vehicle back to the residents on? August 18th and we did not charge them.Thank you so much,Brittany EmersonCommunity DirectorThe Highlands at Grand Terrace ###-###-####

Initial Business Response /* (1000, 5, 2015/12/21) */
This letter is in response to the complaint from *** *** stating that The Highlands Apartments has not issued a refund check for $holding depositThe Highlands Apartments did issue a refund check in the amount of $which was
dated 9/24/15, and cashed on 9/29/Please find enclosed a copy of the issued check with what appears to be an endorsement by *** *** The Highlands did issue the check to both applicants as required by law, and it appears that the bank that cashed the check did not require both endorsements prior to cashing*** *** will need to follow up with *** *** or the bank that accepted deposit without her signature to resolve this matter, since the funds have been withdrawn from out accountPlease let me know if there is anything further needed from us to consider this matter resolved
Thank you,
*** ***
Community Manager

Initial Business Response /* (1000, 5, 2015/12/21) */
This letter is in response to the complaint from [redacted] stating that The Highlands Apartments has not issued a refund check for $99.00 holding deposit. The Highlands Apartments did issue a refund check in the amount of $100.00 which was...

dated 9/24/15, and cashed on 9/29/15. Please find enclosed a copy of the issued check with what appears to be an endorsement by [redacted] The Highlands did issue the check to both applicants as required by law, and it appears that the bank that cashed the check did not require both endorsements prior to cashing. [redacted] will need to follow up with [redacted] or the bank that accepted deposit without her signature to resolve this matter, since the funds have been withdrawn from out account. Please let me know if there is anything further needed from us to consider this matter resolved.
Thank you,
[redacted]
Community Manager

Hello Miriam,  Thank you so much for reaching out to us a several times and your continued patience as there has been a delay in responding to you regarding [redacted]’s complaint. I sincerely apologize and would like to assure you this in not the way I prefer to conduct business.  As...

you know from our phone call, I am the new community director and I am working to get many things in order to establish the best business practices in the office, making sure we can operate successfully and ensure each resident has a great place to call home.  In the complaint filed, I see that she mentioned several items about “health issues” since their move in walk through dated 3/17/2017: ·         “One of the biggest problem is our health when it comes to the bugs and roaches...severe issues while I cook and while using the shower” ·         “25 dollars on my rent bill for valet trash which I never use not even once.” ·         “The dumpsters is discussthing their is a lot of big roaches and it is a health issue...we also have some in our garage...Which we will address we will address to the health department also”  I would like to let you know we have a vendor for pest control, Western Exterminating Services. This is a free service we offer every Wednesday, for those that request it. On 3/22/2017, we had their apartment home sprayed thoroughly, due to this concern, and again on 4/05/2017. This is not something that is a ongoing issue at our Community.  She mentioned she felt they were quote, “entitled to a free months rent due to the fact that we had a lot of things not fix from the time of our move in date until now 5-3-17”. These are the issues specifically mentioned: ·         Doorbell not working after 3X ·         Vents in the A/C ·         Broken mirror ·         Shower never fixed ·         Power goes off due to blow dryer in restroom and hallway ·         Ceiling fan makes a loud noise ·         Toilet makes a loud noise  I can understand her frustrations here and would like to let you know we proceeded to take care of these work orders in the span of 4/7/2017 to 5/10/2017. In this time, [redacted] mentioned that her husband and the manager, John, schedule appointments but we canceled or did not show up. On our work orders there is documentation that we called to confirm appointments but there was no answer, so we left numerous  messages. She also mentioned that the manager, “also trying to kick us out and saying he will not give us a compensations”. This is not true. In his conversations, he mentioned that he would not provide any reimbursements but if they were unhappy, he would let them out of their lease without a lease break fee. There always seemed to be a problem but when we tried to find a solution, they were not willing to allow us to do our job.  In her desired settlement, we were able to comply with each issue that needed to be fixed, as well as providing some concessions for inconvenience. I understand we did not completely compensate a full months rent as requested, yet due to the delay and inconvenience we did grant these concessions: ·         In April for the amount of $597.00 for incomplete work orders. ·         In May for the amount of $298.62, for one weeks rent.  We have been more than willing to work with them but we feel it is no longer necessary to be compensating rent. All work orders are complete and we’ve had no further issues.  I appreciate your time and hard work. I am sure it can be a very thankless job at times, but we too want to make sure our residents are well taken care of and in compliance with the standards for the Revdex.com of Central California & the Inland Empire Counties. I would be happy to help you with any further questions regarding [redacted] to make sure we are in compliance with this complaint.   Sincerely,       Brittany Emerson Community Director The Highlands at Grand Terrace 1[redacted] [redacted]13 Phone ###-###-#### Fax ###-###-####