The Little Capistrano Bike Shop

Our response to Ms [redacted] ’s complaint is as follows: The Wooten Company, nor any of our staff, are retaliating against [redacted] in any wayWe have tried to resolve multiple issues during her tenancy in spite of many efforts on her part to present new demands at every turnShe has had to pay for a new door that was damaged at the cost of actual replacement for the existing door (not an upgraded door)The damage was caused by her guest and any reimbursement to her for that is dependent on her guestMs [redacted] was a previous employee of the apartment community in which Ms [redacted] lives and Ms [redacted] sought different employment but not because of a dispute about ADA guidelinesIt was a personal choice for Ms [redacted] and she left on good terms with the Wooten CompanyMs [redacted] has an ongoing complaint of stalking against someone who is not a resident of her apartment communityShe has made us aware of her efforts to contact the police department and that is appropriateWe are not involved in that ongoing investigation but continue to try to be helpful when neededAll lighting issues are resolved as reported and we are not aware of anything outstanding and our staff has verified all lighting is currently workingMs [redacted] reported a complaint to the Health Department about feces being on a piece of wood trim under the mailbox area of her community, which was later determined to be a scuff mark on the trim only, and not fecesThe Health Department did ask that we replace a smoke detector in Ms [redacted] ’s unit and when our maintenance staff attempted to do that, Ms [redacted] had a couch propped against her doorOur staff member left without completing the service request or further attempting entryOur office then scheduled the service request with her to be completed at her convenienceWe have no evidence to support her claims of crimes being committed at the property although we take reports of these incidents seriously and we will follow up with local law enforcementMs [redacted] has not paid her current month’s rent and her account has been processed for eviction per the lease agreementOur staff has not opened any of Ms [redacted] ’s mailA lease renewal would be permitted if Ms [redacted] ’s account was in good standingWe adhere to all federal and state laws and have not harassed Ms [redacted] or her grandmotherWe have had to ask Ms [redacted] to be civil and not to raise her tone of voice or cursing at our staff on more than one occasion and we are working with her on that issueShe has been notified that another yelling/cursing incident will be a final violation and grounds for a day notice to be issued to her

Initial Business Response / [redacted] (1000, 5, 2016/11/11) */ We initially received this exact correspondence from Mr [redacted] via email on our company website (we were unaware he also made the complaint on Revdex.com with the exact information until the following day)We began to take action that day and sent him a response email on 11/9/Here was our email response to Mr***: > Dear ***, > > First and foremost I want to apologize that you are so frustrated, > it is completely understandable! I am working diligently to work on > your issues that you listedWe went into your apartment on 11/7/ > and changed both of your filtersI have recorded that your last > filter change was done in April, So I do recognize it was time to do > so! Thank you for holding me accountable, and I'm glad that we were > able to get that done for youWith the laundry room, I have inspected > it and I cannot see any issues with itTo insure that they are > working properly, we are going to do some test washings in it and if > there are any issues at all we will get them dealt withWe have > printed out your utility bills for the last yearsIt looks like you > are responsible for Electric, Water, Sewer, and gasIt looks like > your utility bill ranges around I do see a few months that it > has been running a bit higher, but it looks like the hotter months of > the yearI can certainly see your frustration with higher utility > bills during those months, I have those too with my home and its > certainly roughWe also inspected your floor while changing your > filterWe don't feel any give in the floor, but do feel it is a > little unlevelIf you want to make an appointment with me so you can > show me what you are talking about, then please set that up with me > My phone number is XXX-XXX-XXXXYou now have a FULLTIME manager at > Markwood! Her name is [redacted] and she will be happy to assist you with > any work orders that you need! Just give her a call at XXX-XXX-XXXX > > Thank you for your time, > [redacted] > Resident Manager- Southwinds > As of 11/11/16, we have not heard back from Mr [redacted] but are hopeful if there is anything outstanding we can assist him with that he will let us knowThank you Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/03/21) */ This company still has not repaired my damaged kitchen floor after my last request, and I have since fallen through and injured my back This is the second claim I've filed for the same concernRecord of that email communication is availableMy previous concern regarded my kitchen floor, which I was afraid was unsafe because I could feel that the floor under the tile was weak and felt like it was going to giveWooten Coresponded to you by saying they examined my floor and that it was fineI took them at their word that no maintenance was requiredThis morning (2-23-2017) my left foot went through the tile and wood of my kitchen floorAs I fell, my right knee hit another area of the floor and went through the tile and woodIn the process I injured my back Resolution: I'm absolutely disgusted by this situation, as well as very angryI will be visiting my doctor for my back and am considering contacting an attorney as well as any/all local media outlets unless I feel that this problem has been satisfactorily addressed and corrected and appropriate reperation has been made for my inconvenience and health risk Final Business Response / [redacted] (4000, 14, 2017/03/21) */ Mr [redacted] did not report his latest service request to our on-site office or our emergency on-call service before contacting the Revdex.com on 2/On 2/he received a notice that his vehicle's license plate tags were expired from our office and for that reason his vehicle could be towed if no action was taken on his partHe demanded we reimburse him $for a car wash because of the sticker we attached to his car windowHe did get his tags renewed that week alsoHe also filed the complaint with Revdex.com on Thursday, 2/By the following Monday we had inspected the unit and scheduled a repair on the subfloor of his kitchen and contacted our flooring company to complete the new flooring to cover that repair by the following Friday, 3/(today) He stated in his Revdex.com communication that we never responded to his original complaint about the subfloor since he last brought it to our attention during Novof He did not talk with our office before he contacted Revdex.com in Novof Once we were notified by Revdex.com of several service requests and the flooring concern we responded by completing all his service requests and we inspected his kitchen floor during Novof At that time we asked him to meet with us so that we could understand where the flooring issue was as our staff inspected the floor and could find not any reason for concernMr [redacted] did not respond until his most recent complaint with the Revdex.com on 2/ Mr [redacted] is aware that we are fixing his floor as he has been home during our latest inspection of the floor this past Monday, 2/He sent us a note in our drop-box on 2/that states that he does not want to pay his rent for March and gave us a number to contact him if that would be something we would agree toWe have let him know of the final repairs on 3/2-3/and that we are not waiving his rent We have taken several pictures of the area and there are no rotted subfloor issues or any moisture concerns that contributed to the damage to his flooringWe are still unsure of why his floor was ever damagedThe repair was completed as scheduled and new flooring installed today, 3/

Initial Business Response / [redacted] (1000, 5, 2016/06/08) */ Contact Name and Title: [redacted] , PM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @thewootenco.com Dear Mr [redacted] , Thank you for your feedbackIt is very helpful and confirms our feelings in regards to recent decisions we have made to end a long-term relationship with a providerWe agree with you and have already instigated what you refer to as "Option Three" about days agoUnfortunately, when you change providers there is some reconfiguration required and that cannot happen overnightWe are actively working on resolving this matter Sincerely, [redacted] Property Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand that these things can take timeAccess to the Internet is a larger and larger issue in today's society, and it certainly comes with headaches I urge you to speed the process along as fast as you can; this issue is affecting not only me, but most of the other tenants I've spoken with regarding the issue I have not at this time heard about anyone planning to leave over the issue, but general satisfaction is not good I have reasons to believe there may be hardware problems on site here at Pebblecreek, due to some testing I have doneI'm willing to speak with the new folks if you would like me to do so I hope the matter will be resolved soon

Initial Business Response / [redacted] (1000, 5, 2017/06/09) */ The complainant listed on the consumer info is not a Leaseholder of the unit but an authorized occupantTerms, conditions, requirements, etcof the lease agreement must be discussed with the Leaseholder that has signed and entered into the contractTo specifically address the claims a leak was reported May 9th 2017, Maintenance Technicians responded and replaced a hot water tank from 9:59pm to MidnightHoles were cut in the sheet rock to allow any water to dry and scheduled for May 23rd The walls were inspected by both the onsite Maintenance Technician and the drywall employee and found no signs of any mold or residual water damageDue to no further issues being found the drywall was repaired on May 23rd This gap is to specifically allow for dry time and inspections before enclosing the walls and or ceilingsA follow up service request was placed May 10th requesting the toilet to be inspected and as a result it was replacedA 3rd service request reported issues on May 11th on the new hot water tankAs a result the thermocouple was repositioned, pilot relit, and we have no further issues reported to dateIn reference to the electrical breaker issue a service request dated May 19th states the electricity was working for the microwave, fridge, and stove but outlets were not working in the living roomA breaker was found tripped and turned back onAlthough we hope our residents do not experience service request we do take these matters serious and complete required repairsWe do not have any information reflecting the landlord is in defaultAlthough Missouri does not have a mold certification process we do have a Mold specialist employed by our companyFurther, a specific lease addendum references requirements and concerns for mold and mildewAs a result of the complainants statement we will further inspect the unit the week of June 12th through June 16th The current lease contract expires July 31st In the event the leaseholder chooses to terminate the current agreement a day written notice on or before the 1st day of the month is required (July 1st 2017)This notice is available at the property Management office along with an Acknowledgement of Departure offering the right of a move out inspection

Initial Business Response / [redacted] (1000, 9, 2016/08/31) */ We are aware of the issues with the internet and understand the tenants frustrationsThis location was obligated to a contractual agreement with an internet company which recently expiredAs a result the internet was put out to bid by other 3rd party internet providersA provider has been selected and we are finalizing the new contract at this timeFurther, we have been in communication with the complainant and have assisted in contacting the current provider on the service issuesAs of today, August 31st, the internet service issue has improved and is not in the state it was in at the time of the complaintWe have informed the complainant to contact us directly and we are happy to assistWe deeply apologize for any inconveniences they have experienced and we will continue to further correct any issues the tenants may haveIn review of the coffee machine we contacted multiple companies for repairAs a result the machine has been sold and management is reviewing a replacementWe have removed any online coffee advertisements at this time until it is replacedWe once again appreciate the tenants cooperation and understanding

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Dear [redacted] , I read your complaint yesterday and was concernedI am the Property Manager that oversees the [redacted] property from the corporate officeYou are correct that we had a change in staff during the month of July at [redacted] ApartmentsAfter reading about your situation I immediately wanted to eliminate an accounting error on our sideI looked at every account and was able to verify your claim of paymentI apologize that this was not previously corrected for you, as you believed it had been, and that a staffing issue may have been the causeI have credited your account accordingly and will send out a revised statement today to you along with the refundable portion of your deposit in the amount of $Please feel free to contact me again for any further issues or concerns at the corporate office Sincerely, Melissa [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you! I really appreciate it

Initial Business Response /* (1000, 8, 2017/02/18) */
The complainant occupied the unit May 7th and signed a legal binding lease agreement effective June 1st through April 30th Per the complainants typed and signed notice it states they purchased a home, an opportunity they could
not pass upAs a result they signed a Wooten Notice to Vacate form stating they are breaking the legal agreement, this was signed by both Wooten Management and the Complainant's Household December 31st This document stated "My Security Deposit will be applied to any outstanding charges"They further signed December 31st the Acknowledgement of Departure Form which offers the tenant the right to be present for the move out inspection and requested this for January 28th at 11amIt directly states on this document "It is your responsibility to return the apartment in substantially the same condition in which you received itIf the apartment is not left clean, or if there are any damages which have occurred to the apartment, the cost of labor and materials will be deducted from your security deposit." Although the complainant references cost of product the cost of labor has not been includedDue to the complainant breaking the legal binding lease agreement a buy out fee is charged as they were obligated to the lease through April 30th On the Lease Termination/ Rental But Out Fee Addendum the household signed on May 7th at the time of occupancy it states "Security Deposit will be applied to any outstanding charges" and "In addition to your last month's rent a fee will be charged in the amount equal to two month's rent." As a result a Lease Termination Fee has been charged in the amount of $due to the rental amount of $per their lease agreementIn reference to additional charges, the Move In Checklist signed by all parties May 7th at the time of occupancy it states in each room under blinds "New"On the Wooten document titled Vacancy Cleaning Checklist the Cleaning Vendor and Management signed the unit was cleaned prior to move inThere is no documentation supporting the Complainants claim of poor conditions upon move inA total of service requested are reflected during the time of the Complainants' occupancy and reflect all were repairedUpon move out on the Move Out Checklist all parties signed on January 28th as requested by the Complainant, under blinds it states "2-Dirty, 2-Dirty Dmg'd, Dirty" totaling the blindsIn addition is states "1-Brkn stop" referencing the door stopThis was signed as mentioned and total's an addition $in charges including laborDue to these charges, in addition to the Buy Out Fee, a total amount of $is owed by the ComplainantAs referenced in several documents the Complainant signed, the Security Deposit has been applied to the amount owed resulting in a current balance of $Due to these charges there is no Security Deposit to return as requested by the ComplainantIn reference to Missouri Landlord Tenant law The Wooten Company prides itself in maintaining operations with the accordance of both state and federal lawAlthough several documents in our lease agreement may be redundant, we attempt to notify of policies and procedures several times and have our tenants sign they understand these proceduresThe Lease and its Addendums may not be altered and no additional compensation will be paid as requested

Initial Business Response /* (1000, 9, 2015/07/14) */
We are sympathetic to the complainant's situation as we did experience a paperwork processing delay with this accountAs soon as this was brought to our attention we processed all household members' security deposit reconciliations and mailed
the checks on 7/6/It was confirmed on 7/13/one household member did receive their checkWe have further offered to issue stop payments and allow for pick up at our main office if they do not wish to further wait on the mail serviceWe apologize for any inconveniences they have experienced
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Wooten Coresponse as adequateThey experienced a paperwork processing delay? They actually experienced paperwork processing delaysAs soon as it was brought to their attention? The manager knew of the delay prior to my complaint (as he conveyed to me in a phone conversatihad turned in the paperwork the week before)and,yet, did not go to Wooten to rectify the issue immediately and personallyWhy when he realized his huge mistake; did he not alert his superior? I had to call Wooten and wait for them to find the time to address this issue with meThe property manager told me it would not be addressed with a refund check for weeks; Wooten waited business days and amazing amounts of phone calls from me to send any refundsThe refunds were due by the 28th of June-that is the legal day allowanceOne refund was received on the 13th of JulyThat is days beyond the legal limitThis is completely unacceptableI still have not received my refundWooten finally replied to this complaint only after one refund was receivedWooten also wants all to believe it took days for the USPS to get a piece of mail from Springfield, MO to Springfield, MOAnother piece of mail from Springfield, MO to Hollister, MO has yet to arriveI question whether or not the refunds actually were placed in the mail when they claim; checks may in fact have been issued as they claim and sat on a desk for an extended amount of timeI am a year old female and feel the management of *** *** blatantly held the refunds to his advantage and my detriment,taking advantage of my naiveteWould the same thing have happened if I were a year old, weight lifting male police officer? Probably notThings would have been handled legally or at best without the condescending stance of ***-the manager
Final Business Response /* (4000, 17, 2015/07/27) */
We can not speak on behalf of delays experienced within the mail systemFurther, we disagree that age, gender, etchas anything to do with this process and is irrelevant to what has taken placeWe apologize again for the delay, the required documentation from the property the complainant lived at to it's delivery to the main office to be processed by the accounting department was past dueAll checks were produced and issued on 7/with of the leaseholders receiving their checks by mailAs of 7/when the complainant responded we had voided this specific check and reissued a replacement at the complainants requestThis was picked up by the complainant at the corporate officeWe once again apologize for the delay these clients have experienced as it is not a situation within our company or it's operations
Final Consumer Response /* (4200, 19, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can say they sent a check to me but the initial check has never arrived and they never mentioned it being returned from the P.OProof would be the cancelled envelopeI feel more now than ever, I (we) were targeted by ***/Wooten
*** tries to pass a low grade apt off to college girls after showing them a better one when trying to sell them on the property
*** sees if he can keep your deposit longer than the law allows
Wooten never sends the check to the one that complained
What conclusion would you come to?

In response to Ms***'s complaint, I have reviewed her file, and found that she has communicated to our office in writing about her dog only and she is aware that an additional pet would require a new pet fee of $Ms*** got another pet in addition to her dog without
amending her lease or paying the feeWe can provide the pet addendum that she signed agreeing to pay the fee and notify us in writing of an additional pet if she chooses to add oneHer claim of a conversation is not verifiable and is in conflict with her legal and binding lease contractI have service requests in her file that our maintenance team has responded to in the pastOur maintenance team does have right of entry to make repairs in her apartment if she calls them into our office or it is brought to our attention through an emergency related to her apartmentWe also change her HVAC filter quarterly and during this filter change her cat was noticed by our staffOur maintenance procedure requires our employees to announce themselves and knock at least twice before entering if no answerWe also leave an orange door tag on the door to alert the tenant that someone is in their apartment making a repairWe were not aware of any issues to that policy by Ms*** until she was asked to add her unauthorized pet to her lease and pay the pet fee requiredWe are willing to work with her on payment arrangements if necessary and show her a copy of the lease agreement regarding the pet policy if she cannot access her copy

Initial Business Response /* (1000, 5, 2017/03/17) */
The items brought to our attention would be considered service requestItems such as a clogged toilet, light bulbs, or birds may be considered frustrating but one of the many services offered by ManagementWe are always happy to address any
item brought to our attention within the boundaries of the lease agreementThe complainant occupied this unit April 30th 2016, according to our records we did in fact receive a service request for siding on May 11th in which we were not able to find any siding issues on May 19th We had no current records of siding issues since this date but as a result of the complaint we did contract to a Siding Company to inspect this unit; a repair was made as a result on March 13th On May 27th we received a service request for birds attempting to nest in the atticThis was dispatched to the contracted Pest Control Company the same dayAs a result they were unable to find any birds living in this buildingWe have no further record of any issues but once again as a result of the complaint we have referred an inspection to the Pest Control CompanyAs for the toilet, we did service this unit for a clogged pipe recently and was found obstructed by toilet paperThe tenant has not been charged for this and is a service included within the rental agreementWe have inspected the vinyl flooring and we are unable to find any issuesIf the complainant would call the Management Office and arrange a time to show Staff the area we would be happy to address any issues they may haveLastly, lighting inspections are performed on a monthly basisLight bulbs are required to be replaced as neededMost recently we did have some special order bulbs on order but they were obtained and installedWe ask all tenants in the event they see any common areas needing attention to please call ManagementWe have no records of any previous lighting complaints from the complainantRoutine service request that are addressed by Management are not grounds to terminate legal binding rental agreementsThe complainants lease expires April 30th In the event they choose to not renew the lease a day notice by the 1st of April is requiredThis Notice to Vacate Form and Acknowledgement of Departure will outline the requirements by both the Landlord and the Tenant during the termination processA walk through will be offered in which the Complainant would be made aware of any charges occurred by the Complainant under the lease agreementIf there are any questions to this process we would be happy to go over this in person or on the phone at the Rental Office
Initial Consumer Rebuttal /* (3000, 7, 2017/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is fixing the lights, the toilet is still causing problemsI talked to management again about this in person and on the phone after this complaint was sent to Revdex.comThey did get rid of the starlings in the atticI took a picture and sent via email to the manager after speaking to him twice about this problem before the complaint to Revdex.com, but it has since been taken care of after the complaintThe vinyl floor is still curling up and again, I spoke to the manager about this in person with the maintenance as witness in the office, and again on the phone since this complaint was sent in to the Revdex.comThis has still not been addressed at this time
Final Business Response /* (4000, 11, 2017/04/12) */
The complainant chose to not vacate the property and since renewed their lease through April 30th In review of the toilet, a video camera review of the drainage system could not find any items other than flushable wipesThese items were further found on top of the toiletAlthough they state they are flushable we have found this to not be true in our many years of Property ManagementWe recommend no longer flushing these items down the toiletTo further assist we will be replacing this toilet with a specific model that has a larger drain systemThe vinyl flooring glue did not hold and will require new trim that was orderedOnce this arrives both service request can be completedThe complainant does have an animal that requires the complainant to be home limiting our availability to perform repairsWe hope the complainant has witnessed we are always willing to assist within the boundaries of the lease and accept ownership of any issues we are responsible forWe appreciate the complainant renewing and making this location their home
Final Consumer Response /* (2000, 13, 2017/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the Wooten Company's desire to listen to my complaints and to solve the issues I have hadI do find it hard still to get the manager, ***, to listen to any complaints about repairs and remember to send the maintenance man over to helpIf I tell the maintenance man or the manager on duty at night my complaints, they are resolved quickly

Our response to Ms***’s complaint is as follows: The Wooten Company, nor any of our staff, are retaliating against *** *** in any wayWe have tried to resolve multiple issues during her tenancy in spite of many efforts on her part to present new demands at every turnShe
has had to pay for a new door that was damaged at the cost of actual replacement for the existing door (not an upgraded door)The damage was caused by her guest and any reimbursement to her for that is dependent on her guestMs*** was a previous employee of the apartment community in which Ms*** lives and Ms*** sought different employment but not because of a dispute about ADA guidelinesIt was a personal choice for Ms*** and she left on good terms with the Wooten CompanyMs*** has an ongoing complaint of stalking against someone who is not a resident of her apartment communityShe has made us aware of her efforts to contact the police department and that is appropriateWe are not involved in that ongoing investigation but continue to try to be helpful when neededAll lighting issues are resolved as reported and we are not aware of anything outstanding and our staff has verified all lighting is currently workingMs*** reported a complaint to the Health Department about feces being on a piece of wood trim under the mailbox area of her community, which was later determined to be a scuff mark on the trim only, and not fecesThe Health Department did ask that we replace a smoke detector in Ms***’s unit and when our maintenance staff attempted to do that, Ms*** had a couch propped against her doorOur staff member left without completing the service request or further attempting entryOur office then scheduled the service request with her to be completed at her convenienceWe have no evidence to support her claims of crimes being committed at the property although we take reports of these incidents seriously and we will follow up with local law enforcementMs*** has not paid her current month’s rent and her account has been processed for eviction per the lease agreementOur staff has not opened any of Ms***’s mailA lease renewal would be permitted if Ms***’s account was in good standingWe adhere to all federal and state laws and have not harassed Ms*** or her grandmotherWe have had to ask Ms*** to be civil and not to raise her tone of voice or cursing at our staff on more than one occasion and we are working with her on that issueShe has been notified that another yelling/cursing incident will be a final violation and grounds for a day notice to be issued to her

Initial Business Response /* (1000, 9, 2015/09/10) */
The questions can be answered directly from the lease agreement dated July 25th 2014, effective through July 31st 2015, and signed by the complainantIn paragraph 11, pg1, title "Right of Entry" it states: Landlord shall of right to enter the
apartment at any time for the purposes of inspection, to make repairs, or to show the apartment to prospective residentThe landlord shall have free access to said apartment at all reasonable times, to keep the apartment in good order and condition and free from any nuisanceThe complainant signed a Notice to Vacate document on April 1st that they were vacating on or before July 31st due to graduating and workOn July 20th a notice was posted by Management to the complainant which states a maintenance inspection will be performed on July 22nd offering hours of advance warningThe complainant further signed the Acknowledgement of Departure on April 1st which states in paragraph the deposit will be withheld per the lease agreement to restore the apartment to its condition at the commencement of the tenancyThis document further states in paragraph the complainant is responsible to return the apartment in substantially the same condition in which it was received and the cost of labor and materials will be deducted for items such as wall, ceiling, door repair, carpet, drapes, bathrooms, etcFurther, this same document points out some charges may be made for other types of damages or abuse which are not listed aboveThe documents are referring to paragraph 6, pg1, of the lease which states: Resident acknowledges that (s)he has inspected the premises, and all parts thereof, are in good repair and satisfactory in all respects (including all conditions relating to the safety and security of the Premises) and that neither the Landlord nor its representatives have made any warranties with respect to the condition of the sameResident agrees to maintain and return the Premises to the Landlord when the Resident vacated in good and satisfactory condition, wear and tear exceptedIt is further explained in paragraph 8, pg 1, that the Resident shall be responsible for the costs of repairs and damages resulting from Residents misuse, waste, or neglect of the Premises, or that of the visitorsWhen the complainant moved in on July 25th they signed a Move In Checklist with the Manager accepting the unit, no smoke or nicotine damage were listed or damage to any walls, blinds, or odorOn July 31st in which the complainant signed the Move Out checklist it states: Blinds yellow both and walls, paint, ceilings little stainedIn order to restore the unit to it's original condition and acceptable for leasing to future tenants a Contract Painter was hired to paint the nicotine/smoking/odor damage to the walls and ceilings in addition to full replacement of the blinds totaling $As mentioned on the the Security Deposit Reconciliation Statement the Landlord was charged $by the contract Painter and the blinds cost $24, in which the Security Deposit of $was applied leaving $owed by the complainantThese damages were caused by the complainant and not the Landlord therefore it is the responsibility of the complainant to pay the remaining balance to satisfy the damages in questionNo additional charges for general cleaning, carpet cleaning, paint, kilz, etcwere charged to the complainant
Initial Consumer Rebuttal /* (3000, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The notice was NOT posted on July 20th or I would have received the notice and there would never have been any issue at allThe notice was not posted until after 5:pm on July 21, 2015, which was when I arrived home from work on the 21st and the notice was NOT there at that timeThe notice was still on my door (or for all I know was put on the door right before Ms*** knocked) at approximately pm on July 22, when Ms*** showed up to do the inspection because I had not left the apartment between arriving home the evening before and when Ms*** knocked on my door at approximately pmIt fell out of the door at that time when the door was opened and she even commented at that time on the fact that I apparently had not gotten the noticeThat was the whole reason there was even an issue with right of entry in the first placeBecause reasonable notice had NOT been providedI do have another former resident who lived there for part of the time I was a resident who can testify to the fact that notices were routinely put out after pm for inspections that were going to be done the following day starting around amThis wasn't a one time occurrence of the notices being given in an untimely fashion, it was routine the entire year I lived there, and it can be proven with testimony from other former tenantsI actually have time stamped, dated statements that the previously mentioned former tenant posted on my facebook page in reference to the lack of reasonable notice that I can take screenshots of and provide, and I'm sure she'd be willing to write a statement up as well if this has to be taken that farAll it's going to take to prove the lack of reasonable notice is for someone to talk to a couple other tenants from the year I was living there and get signed notarized statements from them verifying that the lack of reasonable notice was routineI also had an appointment at 3:on July 22nd with a massage therapist that I had been seeing weekly for my fibro who could attest to my level of distrest and stress immediately following the incident when I showed up for my appointmentI can also provide copies of my phone records showing where I called the Wooten Company trying to file a complaint against Ms*** as soon as she left my apartment on July and an additional call on the 23rd, both of which were 3-minutes in length, enough time to leave messagesI never got a response back even though I specifically stated both times I called that I wanted to file an official complaint against Ms*** and whyI actually gave the Wooten Company over a month to respond before I filed a complaint here and with the state AGI gave the Wooten Company a chance to deal with the issue internally, without any admission of fault, and without outside complaints being filed, but it would have meant creating an internal paperwork trail that they obviously didn't want to exist so they ignored the issue expecting I would go away like most people do, because it's too expensive to try to fight them with a lawyer, and they wouldn't have to document the incident internally so there would be no official paperwork trail that might indicate a pattern of violating tenant right to quiet enjoymentI tried to resolve the issue prior to moving out of the apartment, before the security deposit reconciliation was calculated, and can prove it via phone recordsThat's a large part of why I believe the charges are retaliatory in natureI tried to file an official complaint against Ms***, after butting heads with her over the lack of reasonable notice, and she incidentally was the person who decided what I was going to be charged, but wasn't the person who did the final walkthrough with meI'm not able to prove it as I failed to get a copy of the walkthrough I signed off on (which Ms*** would have been aware of as I didn't return to the office to get a copy after completing the walkthrough), but the only thing that was listed on there that I was told there might (emphasis on might, the lady who did the walkthrough really wasn't sure if I would be chargedbe a charge for at the time I signed it was the blindsThe statement about the walls being stained was NOT on the sheet when I signed off on it, that was added AFTER I signed it and without my knowledgeThe only reason I know it's on there now is because I saw it on there in my file at the Wooten Company when I went there in person to try to discuss the charges, and I even stated at that time prior to seeing the sheet that the only thing I was told about and had signed off on during the final walkthrough was the blindsThe lady I was speaking to then pulled out the walkthrough sheet and that's how I found out that it had been added AFTER I signed off on itI do have a time-stamped and dated video that I took in the car immediately following the walkthrough where I state as muchI'm also still contending that it should have been disclosed upfront that it would be considered damaging the apartment to smoke in it when I specifically asked about the smoking policies prior to signing the leaseWhen someone asks about a pet policy, additional charges are disclosed to them upfrontThey aren't told yeah you can have a pet then charged extra nondisclosed fees after their tenancy endsThey are told up front about pet deposits and potential extra charges for damagesI expect an ethical business would disclose the same information about their smoking policies when specifically asked about them instead of saying smoking was allowed and deliberately failing to disclose that it would be considered damaging the apartment and there could be extra fees associated with itNot to mention that the previous three years I was a resident at a different Wooten Company managed property (***) and wasn't charged anything for smoke damages after smoking in that particular apartment for THREE YEARS, and was told the exact same thing about smoking there as I was at ***, that it was allowed, no disclosure of any potential fees for damagesThe deposit reconciliation from that apartment when I moved out charged $for "Extra Carpet Cleaning" (no mention of smoke damage on the form I received)Which after three years of doing landscape maintenance and tracking all kinds of stuff in on my shoes after work, the carpet was disgustingThere was actually a ring around where my computer chair had satI believe it was reasonable for me to assume, after being told I could smoke in the apartment without being told that there could potentially be extra fees associated with doing so and after smoking in another Wooten Company apartment for years after being told the same thing and not being charged extra for it, that it would be considered wear and tear and I wouldn't be charged for itAlso I'd like to see an invoice from when the apartment was last painted prior to my tenancy as there was no smell of fresh paint when I moved in which would indicate it was not new paint when I moved in, and as such the repaint charges should have been depreciated instead of charging me the full amount for the repaintI'm not contesting the charges for the blinds as they were yellowed and dirty because I hadn't cleaned them the entire time I lived in the apartment, and the issue was disclosed during the walkthrough and I signed off on itI believe that had I not had a run in with Ms*** the week before I moved out which resulted in me attempting to contact the Wooten Company directly to file a complaint against her that the only charges I would have had were for the blindsWhich is why I'm asking that the $charge be removed, and that the deposit minus the cost of the blinds be refunded
Final Business Response /* (4000, 17, 2015/09/28) */
The information and dates identified in the previous response by our business were identified from the complainants fileFurther, the explanation of charges and specific references to the Lease Agreement have previously been identified and explainedWe will attempt to clarify the new information in questionThe complainant is correct they were charged and paid for additional carpet cleaning at a different apartment community managed by the same companyThis complaint however is for the current unit and charges due to damage by the complainant from smoke and nicotineThe complainant is incorrect in referenced pets as the Lease does state "Please note: Damages that are not detectable or visible at the time of inspection (egPet damages to carpet) may result in additional charges" We do apologize if the complainant experienced any problems with phone communication to a supervisor, they were however able to meet with a member of Senior Management and discuss the charges in person as identified by the complainants responseIn addition per the complainants request the unit was painted on July 21st prior to their occupancy on July 25th by a 3rd party contract vendorThe general ledger has been placed in the complainants file and may be viewed at the corporate office where they previously met with Senior ManagementNo alterations can be made to the Security Deposit Reconciliation as the Landlord experienced the charges as a direct result of the actions by the complainant

Initial Business Response /* (1000, 9, 2016/10/05) */
We appreciate the complainant informing the company and property in regards to lighting service requestWith multiple buildings, multiple breezeways, multiple lights per floor, and multiple fixtures throughout the interior, exterior, and
parking lot's it is routine to experience light bulb failureAlthough it is company policy to perform lighting inspections on a monthly basis, our tenants can be of great assistance to us since they are at the properties after our business hoursWe highly recommend going forward if the complainant chooses to use our website for service request to use the service request function under the "I live here" tabThis will expedite the service request to the appropriate partyIf this is an after hour emergency please use the office phone number to directly reach a live person who will then dispatch after hour techniciansIn response to this specific lighting complaint we performed our routine lights out inspection on September 30th According to our inspection we did not have lights not operating but actually In the event we have missed additional lighting, or the specific fixtures burn the bulbs again we may need to replace entire fixtures and will do soTo ensure this is corrected we will perform another lighting inspection this weekAlthough we were able to replace some bulbs by our property technicians we have some lights that are stories tall on the exterior of the buildings that we are not able to changeWe have notified a licensed electrical company to replace these and are currently waiting on the scheduled date of installWe have included the mailbox area in this request as we were unable to find any adjustments to the lighting equipmentWe ask that if the complainant ever feels unsafe resulting in an emergency to please utilize the police department for additional assistance by dialing As for the cleanliness of the property this location was walked by Senior Management in advance of this complaint and specific tasks were outlined to site staff to improve cleanlinessThis includes but not limited to breezeway lint, weeds, and build upIn addition those tenants in violation of the lease by improper items such as trash bags, etcthat may cause dirt or bugs were to be held accountableCorrespondence from the Resident Manager on-site has shown these steps are in process and has improvedThe property is scheduled to have more detailed water/cleaning of the breezeways in OctoberThe complainants request to have breezeways inspected weekly is already company policy and Management will follow up that this is completed
Initial Consumer Rebuttal /* (2000, 11, 2016/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Wooten Company has changed out all of the lights on the property - many of which had to be completely replacedI appreciate the fast response to this issue
Because of this, I assume they will meet the other needs the specified in their response

Initial Business Response /* (1000, 5, 2016/09/13) */
We have had conversations to attempt to resolve this issue and are *** *** will accept our itemized statement of costs at this timeA repair is not sufficient due to the extent of damageA small repair was made on the door before ***'s
moand that is not a possibility for the current damage to the door that *** is disputingNot only is a fist-sized hole in the door but the door jamb was bustedWe have an estimate that will be posted to ***'s door today that a wooden door replacement is $and the labor of two hours to install the door and doorjamb would be $50.00, for a total of $*** also has the choice of replacing the door with a steel door for a cost of $203.36, so with labor, the steel option is $We will pay the upfront costs and allow a payment plan of payments over a day period if *** prefers thatThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Wooten Co., has not had "a total of conversations" with me, as my calls were never returned as promisedMy attempts to contact them in person & by phone are as follows: Contacted *** *** (no returned call as promised) on *** Contacted *** (was hung up on & no returned call as promised) on *** Supplied Letters to *** *** (no response to letters) on *** Contacted *** *** (no returned call as promised) on *** Contacted *** (no returned call) & *** *** (call returned) on *** Contacted *** (no returned call) & *** *** *** (no returned call as promised) on *** Contacted *** (no returned call) on *** On only one occasion have my calls, many of which were promised to be returned, actually been returned, and the only returned call was about the renewal of my lease that should have occurred by *** I was told the property manager was on vacation & would return on *** but she was not on-site as of *** ** on this dayI contacted ** ** again on *** about this particular issue & was promised that she would contact the corporate office on my behalf, but my call was not returnedThis is not idicative of a company making an honest, good faith attempt to resolve the issue & this level of customer service is simply unacceptable
The Wooten Co., LLC has made no attempt to justify the full replacement of both the door & frame over simply repairing themPer maintenance, the frame was repaired & does not need replacedHis exact words about the door jam when he came to take pictures of the door & frame on *** were, "Yeah, I fixed it." The indent can also be repaired per maintenance; the reason given for not repairing it was "Well, they're not supposed to do that" (when pointing to the improperly patched hole that had already come lose when I moved in)During my conversation with *** on *** she stated she was not previously aware that the door was already damaged when I moved in & also stated that it should have been replaced before I moved inSince The Wooten Co., LLC admits this damage was present when I moved in, & the frame was not damaged beyond repair during this incident, I would like to assert that The Wooten Co., LLCis at least partially responsible for the costs of a full replacement, & I further this position by pointing to the fact that a patch to the current door was viewed acceptable in the past, even when it was clear that it had come loose due to improper repairThe damages to the apartment that were present during my move in but were either not repaired for months, or weren't repaired at all, are as follows: hardened, basketball sized paint stain on living room carpet (never replaced); missing window pane with only shards left; broken closet door; broken bar leg (fixed myself as it kept falling off & almost hit my year old nephew in the head); broken oven handle (replaced screws myself); corroded sink nozzles & leak in tub; duct taped repair made to leaking pipe under kitchen sink; scratch & hole damage on closet doors (never replaced)I have also had to provide the property manager with a copy of my lease & all other documentation as my file had been "lost" by the property manager who signed my lease, *** I have been paying $a month for the past months as my rent is $& the extra $covers the required renters insurance & pet insurance, even though I am exempt from the pet insurance due to an emotional assist licenseI attempted to file a renters insurance claim on *** but was informed by the adjuster on *** that they have no record of my policyIt is impossible for me to be reimbursed for costs unless the policy was present at the time of the damageThe Wooten Co., LLC has therefore been overpaid by $& I am unable to be reimbursed by a policy that I was supposed to covered by per lease agreement due to their error
The invoices given were a break down of The Wooten Co., LLC's charges, not my ownAn amount of $was given via Promissory Note on *** The Wooten Co., LLC has no grounds for increasing this amount other than in retaliationThe costs given are for an exterior birch door and a steel door, neither of which are comparable, as we were told by the property manager on *** that our current door was "not meant for the outside" & that they are in the process of replacing them all
At this time, I am requesting that the Wooten Co., LLC lower the total charge to the upper end of the original given estimate, which was $I am also requesting copies of my renters insurance & pet insurance policies, or their corresponding policy numbersIf such policies do not exist, I request that the thus positive balance on my account of $(copies of rent receipts & all documents available upon request) be applied to the damages charge & the $waived as a courtesy for their having made this error
Respectfully,
Tenant
Final Consumer Response /* (4200, 19, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business' proposed resolution as no resolution has been proposed & my concerns have still not been addressedThis was the sole reason for the "circular conversation" had with *** *** *** refused to let me finish speaking during the call, then after interrupting me claimed she was instead being interrupted when I proceeded to finish my sentence
I never stated to anyone, in writing or otherwise, that I was refusing to pay for the damages, but rather that I was/am disputing the total amount of the charge, which is nearly double the estimate givenPer the maintenance man, ***, who replaced the door & frame on *** the door that was replaced was an interior door, not an exterior door, & agreed that so, *again*, the estimates given
Final Business Response /* (4000, 17, 2016/09/20) */
8/- *** spoke with the on-site manager about the damages and cost to replace the door and made payment arrangements in writing
9/- *** spoke with the on-site manager about needing to be late for rent and it was agreed that *** would be able to pay her rent ***
9/- *** spoke with the Corporate Property Manager about not wanting to pay for the door and did not accept the answer that she would be responsibleThe Property Manager was able to communicate that she would verify the cost of the two different types of doors and look into any of *** claims of the door having previous damageAfter a minute circular conversation, the Property Manager told *** if she kept talking over her and not allowing her to speak she would have to end the call*** continued to not allow the Property Manager to speak and the call was ended
*** then spoke with the on-site manager in the leasing office, also on *** and said she was not paying the bill, recending her payment arrangement agreement, amending her mochecklist and also called the on-site manager a *** before leaving the office
9/- *** left two voicemails on the Corporate Property Manager's phone demanding a call back and threatening to speak with her Supervisor
9/- *** left a voicemail on the Director and the AsstDirector's phone demanding a call back
*** also spoke with the manager on-call that weekend on ***
The Revdex.com complaint was made on *** (Sunday)
9/- The AsstDirector called *** back and *** was upset to hear that she still would be responsible for replacement of the door as per the lease and was also told that the AsstDirector would check on the itemization of the costsThe Director also returned ***'s call that day and spoke with her
The invoice breaking down all the costs was received and distributed to *** on *** *** along with the response to her Revdex.com complaintDue to new complaints in her response to our response, The Wooten Company will look into all of ***'s maintenance issues listed in her most recent complaint to the Revdex.com, as this is the first time we were made aware of any outstanding maintenance issuesWe do see that her current renters' insurance policy is in good standing with no upcharge for the pet endorsementThis liability policy does not cover vandalism which *** says a family member is responsible forEven if the damage had not been caused by vandalism the policy would require its $deductible be met before it covers any further damagesThis policy covers ***'s liability only and she is not the policy holder but rather an interested partyWe have made a request to the insurance provider to send a certificate of the policy so we can share that with ***
9/- *** apologized to the On-site Resident Manager for the things she said to her
9/- ***'s rent payment was received in the night drop-box at the apartment leasing office and a partial payment of the door cost

Dear Mr***
* We have reviewed your complaint with Revdex.com submitted 7/31/You stated you had notified us times of a pest control issue but we have only received one notification via email on 7/17/Your apartment was treated on 7/11/and is scheduled for a follow up treatment on 8/8/
We ask that your cooperation in the directives from the pest control company are adhered to in order for this treatment to be successfulWe will continue to treat as needed to ensure the pest problem is eradicated. We have not received the proper documentation to waive your pet fee due to owning a service animalWe have provided you the HUD approved form for service animals and we are just waiting to hear back from your treating physician or a certified agencyOnce that documentation is received by our office we can waive the feeLet us know what further assistance is needed to make this a faster process for you Thank you

Initial Business Response /* (1000, 7, 2017/01/17) */
Per the lease agreement dated September 3rd ending May 31st it states the Resident shall maintain utilities through the period of the lease termThe complainant is asking Management to reimburse on behalf of the utility company for a
period under the lease requirementsThe tenant broke the lease agreement and terminated the contract in advance of the end datePer the lease termination agreement it states the tenant shall give written day notice from the 1st day of the month, payback the move in incentives of $232.50, and pay a fee equal to months rentThe total the tenant would owe in this case would equal $However, in this case the day notice fee ($465) and the payback of the move in incentive ($232.50) totaling $were not chargedThis is a generous reduction in fees and the complainant is asking for additional lease terms to be waivedWe at this time will not waive any additional requirements of the lease agreement
Initial Consumer Rebuttal /* (3000, 9, 2017/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the Wooten company does not address the issue in the circumstances of this case, it does however try to frighten me with DOLLARS to not pursue the issueI am not in the slightest satisfied with their response which states nothing
FACT: An agreement between my daughter and the apartment manager, Rosewood Village Apartments, was that the two month buy-out would free her from future obligations
FACT: The agreement was finalized on 10/21/
FACT: The manager at Rosewood Apartments was encouraging with my daughter when my daughter told the manager about the electric bill, and requested my daughter to bring a copy of the electric bill to her so that she could forward the bill to the next layer of manager, the Wooten Company
FACT: The electric bill clearly indicates the dates of the meter readings which concludes that the responsible party at the date and times of the readings are the responsibility of the current occupant, the Wooten company
The staff at the Rosewood Apartments treated my daughter professionally, however the upper management at the Wooten company would prefer to take advantage of young and new renters
FACT: The web-site which lured my daughter to the apartment complex in the first place states: "Enjoy Partial Utilities Paid", which we the parents took notice too, was a deceptionMy daughter, an year old excited, new renter who did sign a contract, did not discover the fact that the contract she was given to sign made her responsible for all utilities until after she moved out a month in a half later and was mailed a bill
Additional Information: The Security Deposit Refund Statement which my daughter received stated she still owed the apartment complex $utilities not including electricThe dates listed on the statement were overlapped nearly doubling the amount truly required, so I had called to inquire about said bill and was verbally told a correct amount, which was not a due amount but was in fact an $refund from her initial depositThe refund check she received, $9.50, was half of the amount we were told on the phonePaying ALL Utilities does not reflect the advertisement and gave her and us as parents a impression
I want reimbursed for the $17.96, or I will continue to find avenues to warn the young public of the risk they take when dealing with any apartment complex which the Wooten company overseesThis bill could have been much larger, and the integrity and responsibility of managing a company in today's world is more important than ever to help shape the future of the leaders of tomorrow with high morals through example
Final Business Response /* (4000, 14, 2017/02/09) */
The Wooten Company has no intent of frightening its clients and disagrees with this statementThe response to this complaint was previously issued and directly from the lease agreements in which the tenant signed they read and understood at the time of move inIn addition they signed additional move out documents included the buy out agreement mentioned by the complainant that further stated the tenant understood the legal binding agreements in which they signedAlthough The Wooten Company disagrees with this complaint and the statements made by the complainant we will reimburse the Leaseholder(s) $as requested by the complainantA record of the event will be added to the rental history information contained in the move out fileThe Wooten Company does in fact maintain a high level of integrity and responsibility for all tenants and locations in which we are responsible forWe hope the complainant and previous tenant recognize we are following the legal documents governed by the lawWe hope that in the future when signing legal agreements they are understood prior to being signed to avoid these types of situations
Final Consumer Response /* (2000, 16, 2017/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My daughter received the check as stated in the response

Initial Business Response /* (1000, 5, 2016/11/11) */
We initially received this exact correspondence from Mr. [redacted] via email on our company website (we were unaware he also made the complaint on Revdex.com with the exact information until the following day). We began to take action that day and sent him...

a response email on 11/9/16. Here was our email response to Mr. [redacted]:
> Dear [redacted],
>
> First and foremost I want to apologize that you are so frustrated,
> it is completely understandable! I am working diligently to work on
> your issues that you listed. We went into your apartment on 11/7/2016
> and changed both of your filters. I have recorded that your last
> filter change was done in April, So I do recognize it was time to do
> so! Thank you for holding me accountable, and I'm glad that we were
> able to get that done for you. With the laundry room, I have inspected
> it and I cannot see any issues with it. To insure that they are
> working properly, we are going to do some test washings in it and if
> there are any issues at all we will get them dealt with. We have
> printed out your utility bills for the last 3 years. It looks like you
> are responsible for Electric, Water, Sewer, and gas. It looks like
> your utility bill ranges around 100.00. I do see a few months that it
> has been running a bit higher, but it looks like the hotter months of
> the year. I can certainly see your frustration with higher utility
> bills during those months, I have those too with my home and its
> certainly rough. We also inspected your floor while changing your
> filter. We don't feel any give in the floor, but do feel it is a
> little unlevel. If you want to make an appointment with me so you can
> show me what you are talking about, then please set that up with me.
> My phone number is XXX-XXX-XXXX. You now have a FULLTIME manager at
> Markwood! Her name is [redacted] and she will be happy to assist you with
> any work orders that you need! Just give her a call at XXX-XXX-XXXX.
>
> Thank you for your time,
> [redacted]
> Resident Manager- Southwinds
>
As of 11/11/16, we have not heard back from Mr. [redacted] but are hopeful if there is anything outstanding we can assist him with that he will let us know. Thank you
Initial Consumer Rebuttal /* (3000, 12, 2017/03/21) */
This company still has not repaired my damaged kitchen floor after my last request, and I have since fallen through and injured my back.
This is the second claim I've filed for the same concern. Record of that email communication is available. My previous concern regarded my kitchen floor, which I was afraid was unsafe because I could feel that the floor under the tile was weak and felt like it was going to give. Wooten Co. responded to you by saying they examined my floor and that it was fine. I took them at their word that no maintenance was required. This morning (2-23-2017) my left foot went through the tile and wood of my kitchen floor. As I fell, my right knee hit another area of the floor and went through the tile and wood. In the process I injured my back.
Resolution: I'm absolutely disgusted by this situation, as well as very angry. I will be visiting my doctor for my back and am considering contacting an attorney as well as any/all local media outlets unless I feel that this problem has been satisfactorily addressed and corrected and appropriate reperation has been made for my inconvenience and health risk.
Final Business Response /* (4000, 14, 2017/03/21) */
Mr. [redacted] did not report his latest service request to our on-site office or our emergency on-call service before contacting the Revdex.com on 2/23. On 2/23 he received a notice that his vehicle's license plate tags were expired from our office and for that reason his vehicle could be towed if no action was taken on his part. He demanded we reimburse him $5.00 for a car wash because of the sticker we attached to his car window. He did get his tags renewed that week also. He also filed the complaint with Revdex.com on Thursday, 2/23. By the following Monday we had inspected the unit and scheduled a repair on the subfloor of his kitchen and contacted our flooring company to complete the new flooring to cover that repair by the following Friday, 3/3 (today).
He stated in his Revdex.com communication that we never responded to his original complaint about the subfloor since he last brought it to our attention during Nov. of 2016. He did not talk with our office before he contacted Revdex.com in Nov. of 2016. Once we were notified by Revdex.com of several service requests and the flooring concern we responded by completing all his service requests and we inspected his kitchen floor during Nov. of 2016. At that time we asked him to meet with us so that we could understand where the flooring issue was as our staff inspected the floor and could find not any reason for concern. Mr. [redacted] did not respond until his most recent complaint with the Revdex.com on 2/23.
Mr. [redacted] is aware that we are fixing his floor as he has been home during our latest inspection of the floor this past Monday, 2/27. He sent us a note in our drop-box on 2/28 that states that he does not want to pay his rent for March and gave us a number to contact him if that would be something we would agree to. We have let him know of the final repairs on 3/2-3/3 and that we are not waiving his rent.
We have taken several pictures of the area and there are no rotted subfloor issues or any moisture concerns that contributed to the damage to his flooring. We are still unsure of why his floor was ever damaged. The repair was completed as scheduled and new flooring installed today, 3/3.

Initial Business Response /* (1000, 5, 2017/06/09) */
The complainant listed on the consumer info is not a Leaseholder of the unit but an authorized occupant. Terms, conditions, requirements, etc. of the lease agreement must be discussed with the Leaseholder that has signed and entered into the...

contract. To specifically address the claims a leak was reported May 9th 2017, Maintenance Technicians responded and replaced a hot water tank from 9:59pm to 12 Midnight. Holes were cut in the sheet rock to allow any water to dry and scheduled for May 23rd 2017. The walls were inspected by both the onsite Maintenance Technician and the drywall employee and found no signs of any mold or residual water damage. Due to no further issues being found the drywall was repaired on May 23rd 2017. This gap is to specifically allow for dry time and inspections before enclosing the walls and or ceilings. A follow up service request was placed May 10th 2017 requesting the toilet to be inspected and as a result it was replaced. A 3rd service request reported issues on May 11th 2017 on the new hot water tank. As a result the thermocouple was repositioned, pilot relit, and we have no further issues reported to date. In reference to the electrical breaker issue a service request dated May 19th 2017 states the electricity was working for the microwave, fridge, and stove but outlets were not working in the living room. A breaker was found tripped and turned back on. Although we hope our residents do not experience service request we do take these matters serious and complete required repairs. We do not have any information reflecting the landlord is in default. Although Missouri does not have a mold certification process we do have a Mold specialist employed by our company. Further, a specific lease addendum references requirements and concerns for mold and mildew. As a result of the complainants statement we will further inspect the unit the week of June 12th 2017 through June 16th 2017. The current lease contract expires July 31st 2017. In the event the leaseholder chooses to terminate the current agreement a 30 day written notice on or before the 1st day of the month is required (July 1st 2017). This notice is available at the property Management office along with an Acknowledgement of Departure offering the right of a move out inspection.

Initial Business Response /* (1000, 5, 2016/06/08) */
Contact Name and Title: [redacted], PM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@thewootenco.com
Dear Mr. [redacted],
Thank you for your feedback. It is very helpful and confirms our feelings in regards to recent decisions we...

have made to end a long-term relationship with a provider. We agree with you and have already instigated what you refer to as "Option Three" about 30 days ago. Unfortunately, when you change providers there is some reconfiguration required and that cannot happen overnight. We are actively working on resolving this matter.
Sincerely,
[redacted]
Property Manager
Initial Consumer Rebuttal /* (2000, 7, 2016/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that these things can take time. Access to the Internet is a larger and larger issue in today's society, and it certainly comes with headaches.
I urge you to speed the process along as fast as you can; this issue is affecting not only me, but most of the other tenants I've spoken with regarding the issue.
I have not at this time heard about anyone planning to leave over the issue, but general satisfaction is not good.
I have reasons to believe there may be hardware problems on site here at Pebblecreek, due to some testing I have done. I'm willing to speak with the new folks if you would like me to do so.
I hope the matter will be resolved soon.

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear [redacted],

I read your complaint yesterday and was concerned. I am the Property Manager that oversees the [redacted] property from the corporate office. You are correct that we had a change in staff during the month of July at...

[redacted] Apartments. After reading about your situation I immediately wanted to eliminate an accounting error on our side. I looked at every account and was able to verify your claim of payment. I apologize that this was not previously corrected for you, as you believed it had been, and that a staffing issue may have been the cause. I have credited your account accordingly and will send out a revised statement today to you along with the refundable portion of your deposit in the amount of $100.00. Please feel free to contact me again for any further issues or concerns at the corporate office.

Sincerely,

Melissa [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you! I really appreciate it.