Initial Business Response /* (1000, 9, 2016/07/01) */
The complainant moved in on 6/16/14 on a 1 year lease, renewed an additional year in 2015,and vacated on 6/20/16. On this date she informed the office the carpet would need replaced due to pet damage. The complainant signed and agreed per the...
pet addendum which states "in the event the flooring must be replaced due to pet damage, resident will be charged with all costs related to removal, kilz, or other treatment of subflooring and all material & labor related to flooring replacement." Management informed the complainant in person of the pet policy on 6/20/16. In review a pet fee of $200 which is non-refundable was paid. This is used towards pet waste stations, pet waste bags, and pet waste removal during a tenants lease period. It does not cover pet flooring damage. Since the move out is so recent we are still waiting on estimates. Due to excessive urine damage current property damage is in excess of $1100. As for other service issues, a total of 14 service request were reported and completed during the 24 months of occupancy. These ranged from renewal incentives of multiple ceiling fans, toilet repair, freezer, and clogged sink to the roof leak. This was December 2015 and repaired by a licensed roofing company. The ceiling was further repaired by Maintenance Technician. These repairs did not cause urine damage and does not constitute returning a security deposit as a result of resident caused damages.
Initial Consumer Rebuttal /* (3000, 11, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing I ever told them about was ever fixed. Toilet never fixed, freezer never fixed. Nothing I am very unhappy with thsee apartments and I was never informed of anything in the lease when I signed. I went in and was told I needed to sign these papers. In the time I lived there they had 5 managers and none of them did [redacted]. All they want is people's money.... and they won't get it. They got enough money from me and everyone to cover anything. When I first moved in thw first manager told me that the carpet in my apartment was old and needed to be replaced soon and was told not to worry about it. But all they do is lie and rip people off....
Final Business Response /* (4000, 15, 2016/07/14) */
In the previous response we have already addressed the complainants statements. There is no additional information to provide at this time.
Initial Business Response /* (1000, 5, 2016/12/29) */
Dear Ms. [redacted],
We appreciate your effort to take care of damage your pet caused to the apartment you rented from Pebblecreek. I reviewed your lease paperwork and spoke with the Pebblecreek staff regarding your claims. Your non-refundable...
restoration fee covered the cleaning fees and maintenance of the unit and it was $215.00, not $250.00. We received payment from you for $400.00 in pet fees shortly after move-in (not $500.00) and we clearly outline these fees as non-refundable in your lease. In bold, all-capital letters we state that the pet fee will not cover any damages that your pet may cause and ask that you carry a pet endorsement on your renter's insurance, which you did. We have filed a claim on that policy and will credit your account once settlement is reached on that claim. This occurrence should qualify.
We do require you receive our approval to make repairs in your apartment (again stated in your lease, page 3 section 9.) The apartment is leased to you but owned by the landlord and we have the right to require vendors to show us credentials and proper insurance before performing work at our locations. The consideration to make repairs to the carpet damage in your unit was reviewed by our carpet vendor and due to the urine saturating the carpet pad under the carpet; we were not able to only repair the ripped/torn sections. Full replacement was needed for the entire apartment except for the bedrooms. Your apartment's carpet was brand new at move-in. It was originally installed on 12/14/15 at a cost of $1626.24. You moved in 12/18/15. The cost of the carpet replacement we passed on to you included any discounts we receive from our vendor and was $700.68. This is a rate of $0.93/sq. ft. and the average market rate for carpet is $4.12/sq. ft.
Your refundable $100 security deposit has already been applied to your outstanding charges (all fees were outlined in your lease on page 2). Once we have been notified of any settlement to the pet damage claim we will also notify you. Again we appreciate your honesty and ownership of the pet damage that was apparent in your apartment and your attempt to resolve it. We hope to make this an inexpensive endeavor for both of us by utilizing the insurance for its intended purpose. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2016/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will keep watch for the statement to arrive once the insurance has adjusted what it's expected to cover.
Initial Business Response /* (1000, 9, 2016/10/19) */
Contact Name and Title: [redacted], PM
Contact Phone: 417-[redacted]
Contact Email: [redacted]@thewootenco.com
In regards to [redacted] complaint, I have researched her statements with my staff. We have taken appropriate action per...
the laws and statues we are governed by and the individual whom she says was looking in her window has been banned from the property with law enforcement's assistance. Any tenant associated with this individual has vacated the property. We took all appropriate action and my staff was diligent in the process in a timely way.
Our pool has been closed for the season but still being chemically treated. Before next season we intend to address any sandblasting needed or repairs, as is our protocol.
I have not been able to confirm that Ms. [redacted] was promised to have pet fees waived for her transfer unit and the original manager who worked with her is still an employee with the Wooten Company. I have consulted with that staff member and no statements of waiving pet fees were promised to her, so we disagree with her statements. While a new manager did take over the transfer process and completed and charged the fees appropriately, we apologize for any misunderstanding that she would have these fees waived. It is not our policy to do that and she requested the transfer for a larger apartment, which we accommodated.
[redacted] has been a location that the Wooten Company has been considering for renovation. Its an exciting endeavor which would involve millions of dollars. I'm not surprised she heard about the prospect of renovation, but we are in the early exploration of this project, and by no means have finalized any plans.
We have had staff changes as any business experiences and we hire as quickly as possible trying to find the right fit always. We apologize that she feels that a new employee is inconvenient. Concerns about her carpet on her past apartment were not expressed at the time of move-in and we are unable to resolve that for her as she no longer occupies that apartment.
All of Ms. [redacted] feedback is extremely helpful and we greatly appreciate her communication with our office. We will use her comments as training opportunities and hope she will see an improvement in her stay with [redacted] moving forward.
Initial Consumer Rebuttal /* (2000, 11, 2016/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm not the happiest with their response, I understand that it is what it is and it's not going to change. I just hope that they do follow through on using my comments and concerns for future training and make sure that in the future more things are documented about their residents concerns when they are first presented.
I hope they do decide to move forward with renovations, it would just be appreciated from a tenant stand point if we aren't told several different things as to when it will start and what all with be happening.
Initial Business Response /* (1000, 9, 2016/08/31) */
We are aware of the issues with the internet and understand the tenants frustrations. This location was obligated to a contractual agreement with an internet company which recently expired. As a result the internet was put out to bid by other...
3rd party internet providers. A provider has been selected and we are finalizing the new contract at this time. Further, we have been in communication with the complainant and have assisted in contacting the current provider on the service issues. As of today, August 31st, the internet service issue has improved and is not in the state it was in at the time of the complaint. We have informed the complainant to contact us directly and we are happy to assist. We deeply apologize for any inconveniences they have experienced and we will continue to further correct any issues the tenants may have. In review of the coffee machine we contacted multiple companies for repair. As a result the machine has been sold and management is reviewing a replacement. We have removed any online coffee advertisements at this time until it is replaced. We once again appreciate the tenants cooperation and understanding.
Initial Business Response /* (1000, 9, 2016/07/01) */
The complainant moved in on 6/16/14 on a 1 year lease, renewed an additional year in 2015,and vacated on 6/20/16. On this date she informed the office the carpet would need replaced due to pet damage. The complainant signed and agreed per the...
pet addendum which states "in the event the flooring must be replaced due to pet damage, resident will be charged with all costs related to removal, kilz, or other treatment of subflooring and all material & labor related to flooring replacement." Management informed the complainant in person of the pet policy on 6/20/16. In review a pet fee of $200 which is non-refundable was paid. This is used towards pet waste stations, pet waste bags, and pet waste removal during a tenants lease period. It does not cover pet flooring damage. Since the move out is so recent we are still waiting on estimates. Due to excessive urine damage current property damage is in excess of $1100. As for other service issues, a total of 14 service request were reported and completed during the 24 months of occupancy. These ranged from renewal incentives of multiple ceiling fans, toilet repair, freezer, and clogged sink to the roof leak. This was December 2015 and repaired by a licensed roofing company. The ceiling was further repaired by Maintenance Technician. These repairs did not cause urine damage and does not constitute returning a security deposit as a result of resident caused damages.
Initial Consumer Rebuttal /* (3000, 11, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing I ever told them about was ever fixed. Toilet never fixed, freezer never fixed. Nothing I am very unhappy with thsee apartments and I was never informed of anything in the lease when I signed. I went in and was told I needed to sign these papers. In the time I lived there they had 5 managers and none of them did [redacted]. All they want is people's money.... and they won't get it. They got enough money from me and everyone to cover anything. When I first moved in thw first manager told me that the carpet in my apartment was old and needed to be replaced soon and was told not to worry about it. But all they do is lie and rip people off....
Final Business Response /* (4000, 15, 2016/07/14) */
In the previous response we have already addressed the complainants statements. There is no additional information to provide at this time.
Initial Business Response /* (1000, 5, 2016/12/29) */
Dear Ms. [redacted],
We appreciate your effort to take care of damage your pet caused to the apartment you rented from Pebblecreek. I reviewed your lease paperwork and spoke with the Pebblecreek staff regarding your claims. Your non-refundable...
restoration fee covered the cleaning fees and maintenance of the unit and it was $215.00, not $250.00. We received payment from you for $400.00 in pet fees shortly after move-in (not $500.00) and we clearly outline these fees as non-refundable in your lease. In bold, all-capital letters we state that the pet fee will not cover any damages that your pet may cause and ask that you carry a pet endorsement on your renter's insurance, which you did. We have filed a claim on that policy and will credit your account once settlement is reached on that claim. This occurrence should qualify.
We do require you receive our approval to make repairs in your apartment (again stated in your lease, page 3 section 9.) The apartment is leased to you but owned by the landlord and we have the right to require vendors to show us credentials and proper insurance before performing work at our locations. The consideration to make repairs to the carpet damage in your unit was reviewed by our carpet vendor and due to the urine saturating the carpet pad under the carpet; we were not able to only repair the ripped/torn sections. Full replacement was needed for the entire apartment except for the bedrooms. Your apartment's carpet was brand new at move-in. It was originally installed on 12/14/15 at a cost of $1626.24. You moved in 12/18/15. The cost of the carpet replacement we passed on to you included any discounts we receive from our vendor and was $700.68. This is a rate of $0.93/sq. ft. and the average market rate for carpet is $4.12/sq. ft.
Your refundable $100 security deposit has already been applied to your outstanding charges (all fees were outlined in your lease on page 2). Once we have been notified of any settlement to the pet damage claim we will also notify you. Again we appreciate your honesty and ownership of the pet damage that was apparent in your apartment and your attempt to resolve it. We hope to make this an inexpensive endeavor for both of us by utilizing the insurance for its intended purpose. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2016/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will keep watch for the statement to arrive once the insurance has adjusted what it's expected to cover.
Initial Business Response /* (1000, 9, 2016/10/19) */
Contact Name and Title: [redacted], PM
Contact Phone: 417-[redacted]
Contact Email: [redacted]@thewootenco.com
In regards to [redacted] complaint, I have researched her statements with my staff. We have taken appropriate action per...
the laws and statues we are governed by and the individual whom she says was looking in her window has been banned from the property with law enforcement's assistance. Any tenant associated with this individual has vacated the property. We took all appropriate action and my staff was diligent in the process in a timely way.
Our pool has been closed for the season but still being chemically treated. Before next season we intend to address any sandblasting needed or repairs, as is our protocol.
I have not been able to confirm that Ms. [redacted] was promised to have pet fees waived for her transfer unit and the original manager who worked with her is still an employee with the Wooten Company. I have consulted with that staff member and no statements of waiving pet fees were promised to her, so we disagree with her statements. While a new manager did take over the transfer process and completed and charged the fees appropriately, we apologize for any misunderstanding that she would have these fees waived. It is not our policy to do that and she requested the transfer for a larger apartment, which we accommodated.
[redacted] has been a location that the Wooten Company has been considering for renovation. Its an exciting endeavor which would involve millions of dollars. I'm not surprised she heard about the prospect of renovation, but we are in the early exploration of this project, and by no means have finalized any plans.
We have had staff changes as any business experiences and we hire as quickly as possible trying to find the right fit always. We apologize that she feels that a new employee is inconvenient. Concerns about her carpet on her past apartment were not expressed at the time of move-in and we are unable to resolve that for her as she no longer occupies that apartment.
All of Ms. [redacted] feedback is extremely helpful and we greatly appreciate her communication with our office. We will use her comments as training opportunities and hope she will see an improvement in her stay with [redacted] moving forward.
Initial Consumer Rebuttal /* (2000, 11, 2016/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm not the happiest with their response, I understand that it is what it is and it's not going to change. I just hope that they do follow through on using my comments and concerns for future training and make sure that in the future more things are documented about their residents concerns when they are first presented.
I hope they do decide to move forward with renovations, it would just be appreciated from a tenant stand point if we aren't told several different things as to when it will start and what all with be happening.
Initial Business Response /* (1000, 9, 2016/08/31) */
We are aware of the issues with the internet and understand the tenants frustrations. This location was obligated to a contractual agreement with an internet company which recently expired. As a result the internet was put out to bid by other...
3rd party internet providers. A provider has been selected and we are finalizing the new contract at this time. Further, we have been in communication with the complainant and have assisted in contacting the current provider on the service issues. As of today, August 31st, the internet service issue has improved and is not in the state it was in at the time of the complaint. We have informed the complainant to contact us directly and we are happy to assist. We deeply apologize for any inconveniences they have experienced and we will continue to further correct any issues the tenants may have. In review of the coffee machine we contacted multiple companies for repair. As a result the machine has been sold and management is reviewing a replacement. We have removed any online coffee advertisements at this time until it is replaced. We once again appreciate the tenants cooperation and understanding.