The Ivy

Dear Revdex.com, Living Well Homes' Director of Property Management, D [redacted] D [redacted] , sent me the relevant correspondence relating to MrA [redacted] 's complaintHere is the series of events as they have been recorded by our Management Team: October 31, 2017: Received the following via our website's General Feedback Form: "I recently moved in and the apartment was dirty and strong ammonia odor of pet urineCarpet stained underneath from pet urineSo disgusting!!! Please call so I can lodge a formal complaint." Please note that this was not an online maintenance work order request; the resident is already jumping to "lodge a formal complaint" November 1, 2017: D [redacted] D [redacted] responded to the resident, apologizing and explaining the plan of action: “I received your complaint below and have reviewed with the Manager As I understand the acting Manager, L [redacted] M [redacted] , as well as the Maintenance Supervisor, B [redacted] R [redacted] have walked your apartment and have also setup an appointment for a full pet treatment whereby both the front and back of any carpet are inspected and cleaned by MMA, a professional cleaning and sanitizing companyI apologize for any inconvenience and hope you will find everything satisfactory.” November 15, 2017: As a result of a work order submitted due to complaints about leaky sinks, running toilet, pet odor, and gap around the front door, The Ivy Maintenance Tech tightened the pipes under the sink, replaced the toilet handle, cleaned the carpet twice, and indicated the door seal was satisfactory November 17, 2017: Completed work order that was submitted due to complaints about the door weather stripping and a sticky deadboltThe weather stripping was repaired and the lock was oiled December 4, 2017: Completed work on the apartment work order that complained of light coming in the front doorThis video shows the end result of the maintenance work: [redacted] December 15, 2017: Completed work on the apartment work order that complained of the toilet not refilling appropriately, a hole in the HVAC closet, and a request to clean behind the fridge and stove January 2, 2018: The resident sent an emailing stating he had given a 60-day notice that he wishes to terminate his leave but is not willing to pay the associated feeHis reasons for breaking the lease included: · The initial apartment smell at move-in, which he attributed to pet odor, and other apartment details at mo· The smell of the carpet cleaner product used by the sanitation company · The smell of the brand new carpets we installed in the apartment · Pet odors coming from the downstairs neighbors · Marijuana smells from the neighbors · Noise from neighbors and neighbor children · Inefficient weather stripping around the door January 4, 2018: D [redacted] D [redacted] responded to the resident stating that “due to Fair Housing constraints we are limited in what exceptions we can make” (regarding waiving the lease buy-out) and recommended staying “within the framework of the lease, the SC Landlord Tenant Act, and Federal Fair Housing Law.” D [redacted] went on to explain that regarding the complaints against the neighbors, “both [redacted] and the city police have come out and there have been no reports of wrongdoing We cannot take action against someone without some governing authority substantiating the claim.” He further offered the option of a payment plan that would reduce the financial burden of the lease-buyout January 4, 2018: MrA [redacted] responded via email, implying that MrD [redacted] was either too far removed or too inexperienced in property management to be on top of “the unsanitary conditions”He further reiterated his sensitivity to odors January 4, 2018: D [redacted] D [redacted] asks The Ivy Manager, N [redacted] D***, for written backup and any other reports relating to MrA [redacted] ’s complaints Should you need to discuss the matter further, kindly reach out to MrD [redacted] at [email protected] Many thanks for your inquiry, A [redacted] S [redacted] Reputation Team, Living Well Homes

Final Consumer Response /* (2000, 15, 2015/11/10) */
Thank you for your efforts in contacting the businessI learned on 10/11/that the owner had begun the process of closing the storeSo I traveled hrs to Fresno to see if I could collect the money in personShe paid me the amount she
owedI appreciate your help

Dear Revdex.com, Along with this complaint via the Revdex.com, this resident has also posted three negative online reviews concerning the air conditioning issue that our team at The Ivy Apartments has been actively working to solve. As you can see from the attached work orders...

dated: May 26, 2017 (maintenance replaced AC capacitor)June 16, 2017 (maintenance cleaned AC inside coils)June 23, 2017 (maintenance checked AC unit, changed inside coils, and measured the apartment temperature at 70 degrees)July 14, 2017 (maintenance replaced fan motor)July 20, 2017 (maintenance checked the AC unit, charge pressures and line temperature)July 21, 2017 (maintenance checked AC, measure the temperature at 73 degrees, and examined the window) As you can see from the summary here as well as the attached maintenance reports, The Ivy Apartments has been very reactive to this resident's complaints, sending maintenance workers on the same day as the complaint or within one business day. You should also note that on June 23, maintenance discovered that the resident left the bedroom window open, resulting in increased heated temperatures in the room. Team members who have visited the apartment report that the temperature is comfortable, ranging from 70 to 75 degrees and during periods when outdoor temperatures are reaching 100 degrees. Most people would consider these temperatures standard and comfortable, although we understand that it's subjective. Moreover, the AC unit is not specific to this particular apartment; it cools all the apartments of that floor, yet this resident submitted six complaints and we have not heard from any other residents of the same floor regarding discomfort due to a problem with the AC.  Regarding the resident's desired solution, we are amenable to examining the window to seal any air gaps can be sealed and if not, we can explore the option of replacing the window. The door frame issue can be solved with foam weather stripping. Lastly, our Maintenance Supervisor has also requested to try a recommended lubricant for the 421A AC unit, but as of right now the unit itself is deemed to be in proper working condition. We have also offered the resident the option of changing apartments to another building that benefits from more shade.  We hope that the Revdex.com and the affected resident find this plan of action to be suitable. We further hope that as an act of good faith, that the resident amend her online reviews (Google, Facebook, Apartment.com) to reflect that our company has been proactive and attentive regarding her maintenance requests. Should there be any further questions, please feel free to reach out to me at [email protected] and to the Community Manager at [redacted]. Sincerely,A[redacted] S[redacted]Marketing Director, Living Well Homes

Dear Revdex.com, Living Well Homes' Director of Property Management, D** D[redacted], sent me the relevant correspondence relating to Mr. A[redacted]'s complaint. Here is the series of events as they have been recorded by our Management Team:   October 31, 2017: Received the following via our website's...

General Feedback Form: "I recently moved in and the apartment was dirty and strong ammonia odor of pet urine. Carpet stained underneath from pet urine. So disgusting!!! Please call so I can lodge a formal complaint." Please note that this was not an online maintenance work order request; the resident is already jumping to "lodge a formal complaint".   November 1, 2017: D** D[redacted] responded to the resident, apologizing and explaining the plan of action: “I received your complaint below and have reviewed with the Manager.  As I understand the acting Manager, L[redacted], as well as the Maintenance Supervisor, B[redacted] have walked your apartment and have also setup an appointment for a full pet treatment whereby both the front and back of any carpet are inspected and cleaned by MMA, a professional cleaning and sanitizing company. I apologize for any inconvenience and hope you will find everything satisfactory.”   November 15, 2017: As a result of a work order submitted due to complaints about leaky sinks, running toilet, pet odor, and gap around the front door, The Ivy Maintenance Tech tightened the pipes under the sink, replaced the toilet handle, cleaned the carpet twice, and indicated the door seal was satisfactory.   November 17, 2017: Completed work order that was submitted due to complaints about the door weather stripping and a sticky deadbolt. The weather stripping was repaired and the lock was oiled.   December 4, 2017: Completed work on the apartment work order that complained of light coming in the front door. This video shows the end result of the maintenance work: [redacted]   December 15, 2017: Completed work on the apartment work order that complained of the toilet not refilling appropriately, a hole in the HVAC closet, and a request to clean behind the fridge and stove.     January 2, 2018: The resident sent an emailing stating he had given a 60-day notice that he wishes to terminate his leave but is not willing to pay the associated fee. His reasons for breaking the lease included: ·         The initial apartment smell at move-in, which he attributed to pet odor, and other apartment details at move-in ·         The smell of the carpet cleaner product used by the sanitation company ·         The smell of the brand new carpets we installed in the apartment ·         Pet odors coming from the downstairs neighbors ·         Marijuana smells from the neighbors ·         Noise from neighbors and neighbor children ·         Inefficient weather stripping around the door   January 4, 2018: D** D[redacted] responded to the resident stating that “due to Fair Housing constraints we are limited in what exceptions we can make” (regarding waiving the lease buy-out) and recommended staying “within the framework of the lease, the SC Landlord Tenant Act, and Federal Fair Housing Law.”  D** went on to explain that regarding the complaints against the neighbors, “both [redacted] and the city police have come out and there have been no reports of wrongdoing.  We cannot take action against someone without some governing authority substantiating the claim.” He further offered the option of a payment plan that would reduce the financial burden of the lease-buyout.   January 4, 2018: Mr. A[redacted] responded via email, implying that Mr. D[redacted] was either too far removed or too inexperienced in property management to be on top of “the unsanitary conditions”. He further reiterated his sensitivity to odors.   January 4, 2018: D** D[redacted] asks The Ivy Manager, N[redacted], for written backup and any other reports relating to Mr. A[redacted]’s complaints.   Should you need to discuss the matter further, kindly reach out to Mr. D[redacted] at [email protected].   Many thanks for your inquiry,   A[redacted] Reputation Team, Living Well Homes