The Irvine Company

To whom it may concern,  The complainant and our resident services office have reached a solution to this complaint. Upon speaking with the complainant, we have addressed the following concerns: 1) The complainant set up an automatic recurring rental payment her account.  During the last month of her tenancy, the automatic payment amount for the entire month's rent was paid, rather than the prorated amount for her final month.  This was the result of the complainant's failure to discontinue her automatic payments. The resulting over-payment was promptly credited to complainant's account. 2) The complainant was not charged for 2 months' worth of water charges in December 2015; rather, she failed to pay utility charges from November of 2015, and these additional charges past-due charges were thus reflected on her December 2015 utility bill.  Her utility account balance is now $0. 3) Regarding the $180 charge related to the bathtub glaze: We have reserved these charges as a customer service gesture.  Regarding the $80 charge related to repairing the counter top:  We respectfully decline to reverse these charges.  The damages to and stains on the counter tops were excessive, and extended beyond normal wear and tear. Moreover, we were unable to remove the stains during routine cleaning.  We have provided pictures to the complainant of the counter top damages and stains.  The images clearly depict excessive stains and damage.   Regarding the $140 charge related to the carpet:  We respectfully decline to reverse these charges.  During her residency, complainant housed a pet in the home.  Upon inspecting the unit, we noticed an odor of pet urine, which had permeated the sub floor and concrete.  In order to ensure incoming residents were not exposed to the remnants of complainant's pet, we performed decontamination in addition to replacing the carpet.  The charge of $140.00 was incurred to decontaminate the sub-flooring.  This cost was necessary to return the unit to the same level of cleanliness it was in at the time it was rented to complainant.  The carpet in the unit was also replaced at move out.  Due to the length of complainant's residency, we did not charge her for any portion of the replacement carpet costs.  We have provided the complainant with pictures and a breakdown of charges, as well as addressed all of complainant's concerns. I hope this summary provides you with the information you need to close this complaint.  In the event you require any further documentation or information, please do not hesitate to reach out. The Irvine Company Apartment Communities

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.I have hired a lawyer and I am in process of bringing this case to court. This business is not honest and is not trustworthy.  They did not resolve the problem and are still misrepresenting their behavior toward me.  I never received my deposit back and they never responded why they did not show up to our appointment to walk with me through the apartment for exit and to see I cleaned the apartment and no damaged was done.  Later they gave me a list of repair that was not true just to steal my deposit.  Never trust them.
Regards,
[redacted]

We truly apologize for the frustrations the Complainant  may have experienced. However, due to privacy concerns related to the details of their residency, we will not be able to provide a comprehensive response through the Revdex.com. We have contacted the Complainant through our attorney and are...

working toward an amicable resolution of this matter. It is our position that this concern is thus closed.Best Regards,   Customer Care Irvine Company Apartment Communities [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted]

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.
I have asked countless times to send me pictures that show the damage that were considered outside the normal wear and tear. I have contacted Oak Glen at least three times and after mentioning they are looking into getting better pictures (because they are not downloading) and the extra charges - they just stopped responding. I have contacted corporate on March 24th 2015 and they sent two ledgers showing the payments made and taken out from my bank account. I am still going thru these ledgers as the information provided is in a different format to their portal where I can log in and pay rent/bills. Corporate again sent me the same PDF originally sent by Oak Glen as a hard copy and in an email. I am attaching this PDF and the two ledgers sent by corporate.The three damages I was charged for are listed as:1) Subfloor decontamination - $1402) Bathroom/Vanity-Master Bath - $803) Fiberglass-TubEnclosure-Masterbath - $180As you can see the PDF does not show the bathtub nor the sub floor. As for the vanity, it has a tiny picture, for which I asked for a full sized version. This is when Oak Glen stopped responding. 
Regards,
[redacted]

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention. Resident feedback is important to us, and our team is always striving to provide the best service possible. In this case, we have investigated the complainant's concerns and...

have been unable to substantiate them. We have reviewed our inventory of keys and garage remotes, and investigated what may have happened to the garage remote in question. Despite our efforts, we have been unable to locate the remote.  Nevertheless, we are willing to credit the charge for the garage remote and have attempted to contact the Complainant to reached an amicable resolution of this matter. As of the date of this response, we have not received an answer  from the Complainant. Therefore, it is our position that this matter is thus closed. We hope this correspondence clarifies our position with regard to these matters. If you have any other questions, or if you need any additional information, please contact us. Sincerely,[redacted]Irvine Company Apartment CommunitiesCustomer Care

Revdex.com:
I have reviewed [redacted] response made by [redacted] business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of [redacted] offer I reviewed appear below.
Too Whom It May Concern-In response to [redacted] business. I can verify that all stated is incorrect. Gateway apartments are still unethical and Violate your human rights and [redacted]ir own lease. 2 things to discuss on [redacted] Lease agreement are at question. Which, may I add, does not include fiduciary responsibility of landlord/tenant responsibility, ethical, good faith and fair housing.Section 2.2 Upon expiration of [redacted] Term of this Lease, but not upon [redacted] earlier termination hereof, this Lease shall continue as a tenancy from month to month unless ei[redacted]r (i) Landlord gives Resident at least sixty (60) days written notice prior to [redacted] expiration of any Lease Term if [redacted] Resident has resided at [redacted] Premises for a year or longer or at least thirty (30) days written notice prior to [redacted] expiration of any Lease Term if [redacted] Resident has resided at [redacted] Premises for less than one year, that such month to month tenancy shall not commence, or (ii) Resident gives written notice to Landlord at least (30) days prior to expiration of [redacted] Term of Resident’s election that such month to month tenancy shall not commence, or (iii) Landlord gives Resident any o[redacted]r notice to terminate allowed by law. In [redacted] event this Lease shall continue as a tenancy from month to month [redacted] terms and conditions of [redacted] Lease shall apply with respect to such tenancy, except [redacted] Term shall be deemed modified to provide that [redacted] tenancy shall be from month to month, and Landlord may, at its option, increase [redacted] Rent to [redacted] monthly rental rate set forth in a written notification to Resident, or o[redacted]rwise change [redacted] terms of tenancy as allowed by law. Resident acknowledges that this section contains provisions under which this Lease may automatically continue as a tenancy from month to month upon [redacted] expiration of [redacted] Term.Section 21. Notices, Demands, Requests And Service Of Process: A. All notices, demands and requests that may be or are required to be given pursuant to [redacted] provisions of this Lease may be served pursuant to California Code of Civil Procedure Section 1162 or as o[redacted]rwise permitted by law. Any such notice, demand and request shall be given as follows:i. If to Landlord, [redacted] notice, demand or request shall be sent to [redacted] ([redacted] “Community Manager”) at [redacted] Blvd, Orange, CA, 92868-1703 (714) 937-[redacted] or to such o[redacted]r person or to such o[redacted]r address as Landlord may hereafter designate by written notice.ii. If to Resident, [redacted] notice, demand or request shall be given to Resident at [redacted] address of [redacted] Premises specified in Section 1.1 above.In response to [redacted]. According to my records, he was thoroughly informed of [redacted] situation at hand, on 10/3/2017 via email and on 10/4/2017 via telephone. He was well aware that I did not receive a proper notification in correspondence of our agreed upon lease. Specifically, stated in Section 21 (above) of [redacted] said agreement; California Code of Civil Procedure (CCP) Section 1162 in accordance with NOTICES, DEMANDS, REQUESTS, AND SERVICE OF PROCESS tenant shall be informed by 1. Delivering a copy to [redacted] tenant personally. 2. Substitute Delivery: IF he or she is absent from his or her place of residence and of his or her usual place of business, by leaving a copy with some person of suitable age and discretion at ei[redacted]r place, and sending a copy through [redacted] mail at his or her place of residence. 3. If such place of residence and business can not be ascertained, or a person or suitable age or discretion [redacted]re can not be found, [redacted]n by affixing a copy in a conspicuous place on [redacted] property and also delivering a copy to a person [redacted]re residing, if such person can be found; and also sending a copy through [redacted] mail addressed to [redacted] tenant at [redacted] place where [redacted] property is situated. Service upon a subtenant may be made in [redacted] same manner.According to Michael [redacted]. [redacted] stated attempts via email, mail, and phone call were actually never delivered. Email and Phone call are not covered by CCP 1162. As for properly sending [redacted]m in a timely manner is also incorrect. [redacted] only email ever received in regard to [redacted] lease is [redacted] email mentioned in my first complaint. [redacted] piece of direct mail supposedly “sent” at [redacted] supposed 65-day mark before lease termination and supposedly returned is also not covered by CCP 1162. [redacted] law is specifically designed to verify that [redacted]re are fair dealings within landlord/tenant relationships. If [redacted] letter was returned 65 days prior to termination & based on [redacted] average time frame of USPS return. [redacted] supposed mail should have been returned within 15-20 days. Which, leaves at least 45 days till lease termination. [redacted]refore, [redacted]y were well informed that I did not receive proper notification. Violating CCP + good faith and fair housing. Regardless, a letter shall only be sent once [redacted]y personally deliver to a tenant of suitable age or by [redacted] 3rd and final way known as “nail and mail”: proper notification was not affixed on my door, nor a letter properly mailed. It is very unlikely I would miss such important documentation, considering every notification in regard to [redacted] premises was received. Whe[redacted]r it was, [redacted] fire alarm check, a bill, or every o[redacted]r low priority notification, was received. From, my last conversation via telephone call with [redacted] on 10/04/17, he stated on [redacted] recording that [redacted] “returned” letter was shredded as soon as [redacted]y got it back, leaving no proof it actually happened. However, a well-informed landlord would know to keep [redacted] letter within its records and make sure it was time stamped from [redacted] delivery server to avoid situations like this. Also, according to phone records, [redacted] only data that corresponds with telephone numbers of gateway apartments was during [redacted] time frame where I had to reach out to [redacted]m about [redacted] situation. [redacted]re were never any phone calls made to me prior to this event.Wouldn’t you say it’s quite Ironic [redacted] “so-called” notification you had sent was returned. Was [redacted]re a reason I had received all [redacted] direct mail marketing about everything else [redacted] company has sent? Including [redacted] bombarding and harassing notice to vacate letters received on 10/5/2017 via mail, after my complaint beginning 9/21/17. Would you not agree since [redacted] company sent me [redacted] same piece NTV mail 3 times and successfully delivered 3 times is a bit off? Hence, proving that your mailing system should be working just fine. Or is it manipulated in [redacted] favor of [redacted] unethical to trap and abuse [redacted] power of [redacted] company to tenant once tenant notifies [redacted]re is no extension of lease? Would it not be better to admit your mistake and deal with good faith [redacted]n go through responding to [redacted] top review sites that majority of millennials use to review a housing complex? In response to, “operating business in response to all state and federal housing laws”. [redacted] was also presented with [redacted] email directly from Anaheim’s “Fair Housing Foundation” representative, Adrienne Ray. Which, declared that [redacted] information was improperly delivered. An email and returned mail is not a form of proper and legal notification. An email sent to [redacted] Community Manager, [redacted], was also ignored and never responded. Along with a few phone calls and voicemails from [redacted] FHF.As for section 2.2 (above) in [redacted] agreed upon lease. It does say tenant is required to give a 30- day notice to vacate. But it also states, “unless o[redacted]rwise stated”. Which, as I mentioned in my first complaint [redacted] email received, in [redacted] proper timely manner. Did not give me an option to do a month to month lease. [redacted] only option I was given stated to pick from [redacted] mentioned 2-14- month term and prices and that I MUST CHOOSE one option. Considering [redacted]re was no MTM option I did not respond. [redacted]n receiving [redacted] so-called “misconstrued” email at a perfect timing for [redacted] business 29 days before [redacted] lease expiration, regarding, “How my experience was”, review.[redacted]refore, Directly from [redacted]s response a representative of [redacted] Irvine Company lied about EMAIL, MAIL, and PHONE CALL. Evidence can be provided along with all proper documentation. Hypo[redacted]tically those 3 mentioned IF provided, which I must emphasize were NOT. Not 1 single form is covered by [redacted]ir OWN LEASE and CALIFORNIA CIVIL CODES and PROCEDURES. Nothing has been solved and [redacted] complaint still stands. [redacted] Irvine Company. Specifically, “[redacted] Gateway Apartments” and staff are unlawful and unethical. [redacted]y fail to have fiduciary responsibility to [redacted]ir tenants. [redacted]y discriminate, [redacted]y deceive, manipulate, conceal information, are negligent, irresponsible, dishonest, retaliate, and have a dozen more deceiving traits.Again, besides violating [redacted]ir own outdated lease. According to [redacted] fair housing foundation, [redacted] department of real estate, and quite a few legal aids and reps. Gateway apartments/ [redacted] Irvine Company are in violation of many of [redacted] California Civil Codes. To state ONLY a few are CCP 1162, CC 827, CC1942.5. Gateway apartments should be punished to [redacted] maximum extent by law, regardless how big and Powerful [redacted] Irvine Company stands. If this can happen to me imagine [redacted] thousands [redacted]y have already deceived.

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.
This is my second time reaching out to the Revdex.com. I have yet to see any improvements made and have attempted to speak with management including corporate about the ongoing issues. Recently they changed management at The Enclave where I have experienced my concerns and frustrations including details of each issue. In total I have had over 13 issues. With that said, rent has continued to go up and service continues to decline. I live on the third floor where no elevator is available, encountered the same issues over the course of 6 months and now, pet deposit has increased as well without the consideration of all that has happened. We have had water heater issues, AC, bathroom flooding, noise, errors involving billing, non timely maintenance resolutions and now false fire alarms that take place early morning 6 am that do not get handled quickly. My daughter was woken up to hear the horrible noise for over 40 min. The lack of attention detail from the leasing staff. Including double booking the club house rooms, double posting checks that cleared and lack of accountability for errors. This is ridiculous and something needs to happen. We pay over 2300 for a 1 bedroom plus den and get treated like dirt considering the reputation of the Irvine Company. Promises were not kept when asking to move and costs would be taken care of and only to find that the person who promised no longer works for the company.
Regards,
[redacted]

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention. Resident feedback is important to us, and our team is always striving to provide the best service possible.Our records indicate that a previous Revdex.com complaint was resolved successfully in April of 2016. At that time, we repaired a faulty water heater and received a note of thanks and satisfaction from the Complainant once the work was done. Since the previous complaint, we have responded to each reported maintenance concern and diligently worked with the complainant to address each one.In regards to the fire alarm noise, we have been unable to verify that we had an alarm on Tuesday morning. Our fire alarm panel does not indicate that we had an alarm and although our maintenance team and the fire station next door heard an alarm sound that appeared to be coming from our building, they investigated and determined that the noise was not the result of an alarm here at the Enclave.We have sincerely apologized to the complainant regarding the double-booking of the Club Room and the complainant accepted an offer to rent our other clubhouse at a discounted rate. Unfortunately, the clubhouse rental fee and deposit checks were both deposited by accident; however, we worked to resolve the error as quickly as possible. As soon as we received confirmation that both checks cleared the complainant’s account, we worked to have a refund check sent via overnight mail. As a customer service gesture, we also offered the complainant a complimentary carpet cleaning for the inconvenience.Regarding the elevator concerns, the Enclave was unfortunately not built with elevators and there are currently no plans to add them.Finally, we regret the challenges that the Complainant has encountered at the Enclave. We will carefully consider the Complainant’s overall experience and work with her to address each issue that has been brought to our attention.If you have any other questions, or if you need any additional information, please contact us.Sincerely,Irvine Company Apartment Communities Customer Care

To Whom it may concern:Irvine Company Apartments works diligently to resolve all maintenance requests, promptly upon being informed of them. In the instant matter, we immediately worked to resolve the issue after complainant contacted us with her maintenance requests. However, during follow-up...

communication with the complainant's husband, he informed us that all maintenance issues were resolved.  Our offices thus ceased attempting to repair the issues, as we were under the impression the items were resolved.  When complainant thereafter contacted us to inform us the issue was not resolved, our staff promptly responded and began working on a solution within 24 hours of the new report. For any maintenance requests that we have failed to repair in a timely and reasonable manner we have provided compensation. Regarding the water heater noise, the complainant first contacted us 6/18/15 regarding the heater concern. We immediately worked to resolve the concern, and did not hear of any further concerns until 9/11/15.  On 9/11/15, the complainant's husband told us he has not heard the noise, and we instructed him to contact if it happened again so we could work to resolve the issue. Our staff thereafter received a maintenance request in December of 2015 for the water heater.  We investigated the complaint and made efforts to repair the concern.  Afterward, complainant's husband confirmed that things were going well. On 4/16/15, complainant again contacted us to report noises emanating from the water heater.  Our staff again investigated the issue and made attempts to resolve it.  Our staff started by flushing out the water heater which did not entirely remedy the issue.  We then ordered a new water heater, which was installed on 4/25/16.  The closet where the water heater is located actually contains 2 water heaters, and we chose to replace complainant's water heater to resolve the noise issue. Unfortunately the adjacent water heater continued to make noise. When the resident called us to inform us that the noise was still occurring, we immediately ordered a second water heater, and replaced the second water heater on 4/28/16. We have provided the complainant with a one-time rent credit and reimbursement for certain utility bills, as a customer service gesture.  This matter has thus been resolved to the best of our ability.  I hope this summary provides you with the information you need to close this complaint.  In the event you require any further documentation or information, please do not hesitate to reach out. Sincerely, The Irvine Company Apartment Communities

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.
Regards,
[redacted]
The occurrence of bugs is one thing, but the invasion of them in another. My apartment was full of 10 to 20 dead rolly polys every night /morning and multiple spiders and that is not normal for anyone.  I have a toddler at home who used to try to pick them up and eat them because they were all over his room.   The fact that the management company would deny any responsibility is disgusting. I did not want them spraying after multiple times trying because it wasn't effective and because of my baby I didn't want any more poison around.  On top of that all the dead bugs were accumulating in front of my door for months and no one removed them even though I complained every day.  It wasn't until I called the management company directly that someone finally came to sweep the dead poisoned bugs up from in front of our doorway. There was [redacted] smoke daily. Most of the time I couldn't even open my window because I didn't want my toddler breathing in that smoke in my apartment. There were many times where it would even be coming through my bathroom though the heating or ventilation. I told [redacted] about this a few times and others in the office. I was always told there was nothing they can do with just my compliant. They requested I call security and tell them what apartment and they would investigate and take action.  I did that many times and nothing ever happened because I always still smelled it all around the courtyard area and couldn't open my windows.  The Irvine Company's inaction in both of these matters caused me to have to move out for the health of my family and they have 100% culpability for that. Then on top of everything else I had to deal with there they charge me a exorbitant amount of money to leave when I have a kid who's safety and well being I am responsible for.  Had they provided a safe environment for adults and children alike I would of been able to live out the terms of the lease. Their response is not a resolution its a statement to deny responsibility without even knowing all the facts. The fact that they are stating I've never complained about the [redacted] smoke shows me they have no idea whats happening in that building.

To Whom it May Concern: We have reviewed [redacted] Complainant's additional response. Despite this additional communication, our position remains unchanged in this matter.   Sincerely, [redacted] Irvine Company

To whom it may concern,  That you for contacting us regarding this complaint.    The lease agreement and applicable law require residents to provide us with written notice of their intent to vacate, 30 days prior to the intended vacate date. We do have a form available for...

residents to use, but we accept other types of written communication (email, letter, etc.) as well. The notice is only legally binding if it is in written form.     On March 31, a representative from the Irvine Company contacted the Complainant's spouse during a phone call to confirm receipt of the renewal offers sent to them my management. At this  time the Complainant's spouse verbally inquired as to when they would need to give notice of their intent to move out, as they may decide to move out of Irvine. In response to the inquiry, the representative promptly informed the resident that they are required to provide us with a minimum of 30-days' advance written notice of their intent to vacate.     Thereafter, our staff attempted to contact the Complainant regarding renewal on April 18th, April 24th, May 9th, and May 20th with no returned response. Due to the fact that we were not provided with written notice, the Complainant is responsible for the rent during the 30 day period, or until the unit is released, whichever occurs first.  In this case, we were not able to release the unit until beyond the 30 days. We respectfully decline to remove these charges.    Moreover, per the Complainant's lease agreement and applicable law, the apartment needed to be returned to the same level of cleanliness it was in at the time it was rented to Complainant, and we are permitted to assess repair costs for damages which exceed normal wear and tear. In this case, upon inspecting the apartment we determined that Complainant was responsible for certain move-out charges. Below is a list of the charges assessed:    1) Paint - Complainant's tenancy was less than two years. Upon move out, we inspected the unit and observed numerous marks that were beyond normal wear and tear.  We incurred painting costs in the amount of $138.03 as the Complainant's tenancy was less than two years.  The Complainant was charged re-painting fees which were prorated based on the duration of Complainant's tenancy and the two-year life span of the paint, in the amount of $138.03.  We respectfully decline to remove these charges.    2) Cleaning- We understand that the complainant had cleaned the apartment themselves; however the cleaning did not meet our standards. Additionally, although Complainants contend they engaged a professional cleaning service, they have not provided us with a cleaning receipt from a cleaning company. The Complainant is thus responsible for the cleaning costs we incurred, in the amount of $123. We respectfully decline to remove this charge.    3) Carpet- During the final move-out inspection, our vendor recommended a carpet replacement, due to pet urine stains. To return the carpet to its original state, we incurred the following charges, which were applied to Complainant's ledger: $319.06 carpet replacement, and $150 carpet decontamination fee. We respectfully decline to remove these charges.    I hope this summary provides you with the information you need to close this complaint.  In the event you require any further documentation or information, please do not hesitate to reach out.    Sincerely,    The Irvine Company Apartment Communities

?To Whom it may concern, The residents of Turtle Ridge Apartment Homes were made aware of the construction project via a notification sent to all residents in September 2015. An invitation was also sent to all residents to attend the town hall meeting should they have...

questions. The ?complainants signed ?a ?construction concession agreement?,? and were made aware of the upcoming construction project. ? A=Additionally, the apartment was re-rented as of March 14, 2016, and the complainant has been absolved of any rent responsibility as of that date.  In light of this fact, complainants' request to be relieved of future rent responsibility for the apartment is moot. Best Regards,The Irvine Company Apartment Communities.

To Whom it May Concern: We have reviewed and considered the complainant's rejection of our prior response. Please be advised that our position remains unchanged. Respectfully, The Irvine Company Apartment Communities

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention.  Resident feedback is important to us, and our team is always striving to provide the best service possible. In this case, we have investigated the complainant’s...

concerns and have been unable to substantiate them.Regarding Complainant’s concerns about bugs, please note that the bugs which Complainant is referring to include those normally occurring in outdoor and indoor area in California, including spiders, ants, rolly pollys and centipedes. None of these bugs are known to carry disease or otherwise impact human health.Despite the foregoing, our records reflect that we worked diligently to resolve Complainant’s concerns regarding these bugs. Specifically, the below schedule of common area extermination treatments we completed in an effort to decrease the presence of these bugs in the area: Treatment date 8/31/2016 for centipedeTreatment date 9/2/2016 for ants and rolly pollysTreatment date 9/7/2016 for rolly pollysTreatment date 9/23/2016 spiders outside of unit doorTreatment date 10/12/2016 rolly pollys hallway treatmentTreatment date 10/19/2016 rolly pollys hallway treatmentAdditionally, we treated the Complainant’s apartment twice. After these two interior treatments, Complainant refused to allow us additional access. Lastly, we added thick welcome mats to the exterior door s from the courtyard to the common hallway in an effort to reduce the number of bugs getting into interior hallways. We also changed the weather stripping on the Complainant’s door-way in an effort to prevent bugs from entering the apartment while the door was shut.After a few weeks of checking in with the Complainant, to see if there were noticeable improvements, on 10/21/16 Complainant explained that the bugs were not getting better and were now coming in from the back patio. Complainant refused any additional interior treatments and expressed that he would be breaking his lease.On12/3/17 Complainant gave us his 30 day notice to vacate, and moved out on 1/3/17, 8 full months prior to the end of his Lease.At no time in his discussions with Customer Care or onsite Management did the topic of [redacted] smoke arise, therefore the issue was never addressed with Complainant.  We do not permit any smoking at our property, including [redacted] smoke. Had we been made aware of these issues, we would have taken reasonable steps address this lease violation. In summary, The Irvine Company worked to address the Complainant’s concerns diligently and in a timely manner. Nothing complained of here would warrant Complainant’s early termination of this Lease Agreement.We hope this correspondence clarifies our position with regard to these matters. If you should have any other concerns or questions in regards to this matter please reach out to us directly for assistance.Sincerely, [redacted]Customer CareIrvine Company Apartment Communities P.O. Box 2600 | Newport Beach, California | 92658-2600Phone 949.223.0800 Fax [email protected]

To whom it may concern,
The Customer Care Department with the Irvine Company Apartment Communities has received this concern.
There was a billing error and the charge has been reversed. The resident has been informed of the resolution.
Thank You
Customer Care

To whom it may concern, As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention.  Resident feedback is important to us, and our team is always striving to provide the best service possible. Regarding the carpet replacement charge for $729.87;...

the carpet was severely stained with pet urine throughout the apartment.  The former resident was sent pictures that showed the stained carpet.  The carpet was new when the former resident moved in on 9-26-14.  The severely damaged carpet had to be replaced.  Regarding an initial pre-move out inspection, we advised the complainant of his right to this inspection and included this notice in his pre-move out paperwork. The resident did not request an inspection, so no inspection took place.  Regarding the carpet replacement charge; the carpet is prorated on a 5 year life span. We hope this correspondence clarifies our position with regard to these matters. If you have any other questions, or if you need any additional information, please contact us.Sincerely,Irvine Company Apartment CommunitiesCustomer Care  Sincerely, Irvine Company Apartment Communities Customer Care

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.
The Irvine Company claims that they have addressed the issues. That is not true in any regards. NONE of the issues have been addressed and the response they provided was simply bad excuses for not doing their "responsibilities". The Company expects tenants to work as a "free investigator" for them to report each and every occurrence while tenants pay $2000 for a small low quality one bedroom apartment hoping that the Irvine company will do their "responsibility" which is enforcing the rules. If there is a super small damage to the units, they immediately bill the tenant for that for hundreds of $s. But, when there is a risk to tenant's health because of Irvine company breaking their own rules, they do not take any actions because there is no financial benefit for them to do so.Regarding rent rate: The company claims that the market rate changed in our case. It's so interesting to see that the market rates changed in as little as only 6 days. They offer the super high rates hoping that tenants will be stupid enough to accept the rip-off.  The adjusted rent of $1890 was never offered to us until AFTER I did research online and realized that they were renting the same unit to new tenants for only $1870. After raising my complain, they reduced the rent from $1925 to $1890 (still more than what they offer to new tenants). That's how they value your loyalty. They drew a deadline for us to accept it in few days otherwise the offer would expire. Instead of apologizing for trying to rip-off customers, they try to threaten you by setting up deadlines to force you to sign the lease. We refused to sign because the business is fraudulent and only reduced the price AFTER we said that per our research, the market price is only $1870. In addition, they repeated their fraudulent behavior for a second time trying to overcharge us again. This time, they raised our rent to $2020!!! and they did charge us with that rent. The screenshot of the rent order review page as well as my bank statement is available proving the fact that they did charge $2020 for a market price of $1870.AFTER I submitted the Revdex.com complaint, they reduced the rent back to $1890 and refunded the overcharge difference just couple days ago. Such an interesting relationship between market price and my 1st and 2nd complains. If I had not complained, I'd have been paying $2020 for the unit. I assume that's what they do to everyone. If the tenant does research and realizes they are being ripped-off, then they claim that the market rate dropped (in as little as 6 days) and they reduce the rent. If the tenant does not realize the fact, then they will overcharge.Regarding the conduct of other residents, the company claims that they have onsite security who are available to assist residents with reporting others who break the rules. That's absolutely WRONG. In the pool incidence that explained in my initial complain, we were looking for a security guide for more than 3 hours to address the group which not only were more than 20 people (the guest policy is 2 people only), but also misbehaving and ruining all other tenants day. Everyone was annoyed and many of tenants had to leave the pool area. After not being able to see even 1 security on site (on a crowded Sat morning in the main pool!!), we went to the guy who was sitting at the door (supposed to control the 2 guest policy and officially not doing that). Not only he did not take any action with the group but he also left the pool area!!! this is how the issues are addressed. In the other issues of smoking in a "non-smoking" building, we reported the issue and the apartment unit # almost 2 months ago. Definitely no action has been taken. The guys were still smoking "in the hallway" just an hour ago. The Irvine company fails to do their "RESPONSIBILITIES" and instead, tries to hire tenants as "free investigators" to do what they are supposed to do. Even when we did work as an investigator and reported the units, they have taken no action. I have asthma and the issue has caused me severe asthma attacks. Reported this 2 months ago and no action has been taken. If anything happens to my health, the Irvine Company WILL be held responsible for my health situation and should respond in front of legal authorities.p.s. my friend rented a non-smoker unit 2 years ago and I was accompanying her during the whole process. She was not told that the building was non-smoking at all. That's what Irvine company does. When leasing the units out, they do not make new tenants aware that smoking and pets are prohibited so they don't lose the prospective tenant who could be a smoker and pet-owner. All they care is their $$$ and they do not care about other tenant's health and security at all.Regarding pets and Irvine company's poor excuse: Do you call little puppies "service animals"??? if so, you may educate yourself on what a service animal is. When we reported the pet, we did provide the unit # that owns the pet and Irvine company is claiming that we did not. The email is an evidence to the fact that we did report which unit # that is. Not only the company has not taken any actions, but they also try to make useless poor excuses that we did not report the unit #. Please refer to my complain email and you will find the unit # there. Lies lies lies.... instead of doing your responsibilities!!!!!P.s. many many people are dissatisfied in this community (refer to the [redacted] reviews) and many are moving out if they have the opportunity to do so. They are so many vacant units and for that reason, Los Olivos is now offering $1000 gift cards to those who will move in. (refer to the website). That shows how horrible this place is. Isn't it better to address tenant security and safety issues so they will stay instead of letting them go and having to pay $1000 to get new tenants?We submitted a [redacted] review 2 years ago as well. We were told that the issues would be addressed. All of the issues in the [redacted] review still stand 100% true and all Irvine company does is fraudulently overcharging customers hoping they will not realize, while offering a super low-level safety, security and health to tenants. No need to mention the murder, the sexual harassment in the gated pool and many other safety issues that have happened in Los Olivos.If people pay $2000 for a low quality 1 bedroom apartment, just because it's supposed to be a non-smoking no-pet building (because of asthma issues), you MUST make sure that rules are not broken. Instead, you are trying to blame tenants for not doing the responsibilities that YOU are paid to do. It's not a tenant's responsibility to report all the cases. It's your responsibility to have security on-site so tenants would not have to wait for more than 3 hours not seeing a single security on-site to report. (on a crowded Saturday morning in the main pool)As explained in detail above, Irvine company has not addressed even a single issue reported since 2 years ago and another time 2 months ago. Instead, they just try to lie and provide absolutely wrong claims.
Regards,
[redacted]

To whom it may concern, As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention. Resident feedback is important to us, and our team is always striving to provide the best service possible. In this case, we have investigated the complainant's concerns...

and have previously agreed to the resolution sought by Complainant. The Irvine Company has allowed Complainant to "keep [the] permit until the end of the lease." as requested. We have contacted the Complainant and reached an amicable resolution of this matter. It our position that this matter is thus closed. We hope this correspondence clarifies our position with regard to these matters. If you have any other questions, or if you need any additional information, please contact us. Sincerely, Irvine Company Apartment CommunitiesCustomer Care

To whom it may concern,   Thank you for contacting us regarding this complaint.            Per the Complainant's lease agreement and applicable law, the landlord is permitted to deduct charges from the security deposit to return the apartment...

to the same level of cleanliness it was in at the time it was rented, and to assess repair costs for damages which exceed normal wear and tear. In this case, upon inspecting the apartment we determined that Complainant was responsible for certain move-out charges.   Specifically, upon move out we inspected the unit and observed that the laminate flooring was damaged and needed to be replaced. We incurred charges of $2,730.00 to repair these damages. The Complainant was charged for these damages, which were prorated based on the length of Complainant's tenancy and the ten-year life span of the laminate flooring, for a final charge of $738.97 to the Complainant. While the charges for the flooring are accurate and fair, we have nonetheless decided to reduce them as a customer service gesture, and only hold the Complainant responsible for a portion of the flooring charges, in the amount of $369.49.   I hope this summary provides you with the information you need to close this complaint.  In the event you require any further documentation or information, please do not hesitate to reach out.       Sincerely,   The Irvine Company Apartment Communities