Complaint: [redacted] I am rejecting this response because: please see below and attachment Regards, [redacted] To whom it may concern, I received the answer from the Lodge through your message systemUnfortunately, several issues described in the letter were not reported correctly I did not move into the property until 8/20/Therefore, I could not have made a walk through the apartment beforehand.The apartment had mold issues, a dirty air conditioning, air conditioning filters were unclean, aside from dirty and filthy common area and my private bath and bedroomThe carpet was completely tornI reported this to the office, but unfortunately, nothing was done by management to resolve this issue until after my move-out date, as an email from [redacted] verifies that is dated 08-27-As stated before, I suffered from severe health issues due to the mold and was sick laying in bed for about a week before I decided I could not stand it anymore.The reason I declined the transfer option is because the new apartment mold situation was similarIn addition, the mattress in the new room had disgusting stains all over and was in bad shape, so that it was not possible for someone reasonable to live there.It is also not true that we corresponded solely via email during the time I was living at the property, as described in the second to last paragraphAs I mentioned before, I went to the office several times and also was accompanied several times by my professors to help solve the situation.I gave the office the contact information of my Professor Dr [redacted] and asked them to contact that address and phone for any questions, but not once did they actually make contact.Further, it is not true that I declined the $ sublease feeAs a matter of fact, I have put ads in the paper to try to find a sublease and have emailed the office several times after moving out possible candidatesI then was emailed by the office and was told that they do not waive the $sublease fee although they had told me so in writing beforehand Please find any emails and conversations in the attachment and a summary of what happened below: I moved into my apartment complex on 8/20/and signed a lease until 07/31/I communicated with the business over phone and via email since April in order to secure an apartment, as I did not live in TexasThey assured me that it is a new community and that it looks as wonderful as it is displayed on their websiteI liked the clean and well taken care of pool and individual rooms that they displayed on http://www.thelodgeatsouthwest.com/ and because of that, I was willing to pay more money, so that I would have a nice and safe place to lifeOn 8/16/I had already gotten an email warning me about the bad condition of the apartment by one of my future roommatesHe wrote me via email reporting to me that he had extensively complained to the business about the dirty and filthy apartmentI contacted the business immediately after reading that message on 8/16/and they assured me everything will be fine by the time I move inUnfortunately, nothing was fineThe apartment was dirty and filthy My private bedroom had mold and the air conditioning was not working at night and the filter was that dirty that you could see the dirt from the outsideIt left a terrible odor in the bedroomI noted this on the apartment's move in forms that I turned in on 08/21/I also took pictures of everythingNothing happenedI complained to the apartment together with a Professor of mine, Professor [redacted] , on 08/21/I specifically told [redacted] that the room I am staying in is in very bad shapeThe air condition was not working properly, the filter was dirty, there was a moldy odor and that there was mold on the wall and the carpet adjacent to the bathroomThe carpet had significant wear and tear, was dirty and filthy, as was the mattressAfter only staying there for a few hours, I had significant allergic reactions (severe migraines, headaches, vomiting, itching, swollen eyes, burning in my eyes, problems breathing, itchy sore throat etc)I reported these problems to [redacted] a few hours after moving in on 8/21/I reported to her about the health issues and about the fact that I as a female was placed with males whom I did not know I asked on my matching for m to be put with graduate studentsI found out however that I was placed with people that were not even studentsWhen I inquired about this, I was told via email that those rommates were the best they could find and when I mentioned this again that I wanted to be put with students and that I was not ok with the fact that my roommates are male, [redacted] told me and Professor [redacted] on 08/21/that they are not overseeing who is a student and who is notI also told her about the messy apartment, the dirty and filthy kitchen and the fact that I was not comfortable staying there Nothing happenedI was sick for one weekI had bad headaches, I had to vomit, my throat and nose were hurting and were stuffedThe apartment management did not attempt to solve the issue or clean upI had to stay in bed, because my condition worsenedI complained again and was then shown another unit, which was equally bad and that had disgusting stains on the mattress and the floor and wallsI complained yet again and was told that there was nothing they could doDue to my health problems I was not able to stay in the apartment complex any longer and moved out on 8/26/14.I wrote management that I want them to release me out of the lease and for them to return me the rent and the application fee in the amount of $However, they are not willing to release me from the contract nor to pay me my money backThey are now saying after I told them that it is against the law to leave residents with mold that they did in fact fix it while I was still living there, which is not trueI was literally laying in bed and no one came byIn addition, after I moved out, [redacted] even stated in an email that she then (after I moved out) investigated the unitI also was told that I could get a sublease for free via email as wellNow, [redacted] told me and Professor [redacted] that it will be $sublease fee if I wanted to consider thatNow, the business is threatening me with eviction and court although I am not living at their propertyI have put in adds to try to find a sublease, and referred two people to the office, but have not heard back from [redacted] about the statusSince I am not in Texas right now, it is rather difficult to find a sublease from hereIn addition, I was expecting several important packages with school books and personal belongings that all have been reported to have arrived at the office by the postal mail However, the staff to this day refused to hand any packages to me or to Professor [redacted] who also has asked them several times on my behalfThe staff continuously say nothing has arrived for meIn addition to this, when I moved in on 08/20/14, the fire detector in my room was unplugged just laying behind the deskI reported this to the office on 08/21/14, but since I moved out on 08/26/they did not even repair the fire detector, nor anything else of that matterThis constitutes a severe health and safety hazard to me, my three roommates and other students that are living in the building should a fire suddenly break outDue to these severe health issues and apartment issues, I had to drop out of my graduate degree at Texas State University and endured significant financial hardshipI was not being helped by the office staff, but instead being lied to and put off when I reported my problems Therefore, I am requesting to be released from my contract and for the business to return to me the $rent I paid for living at their property for only one week (08/20/14-08/26/14) and the application fee of $I also want to be released from paying any late fees or any other rent obligations as I only lived at the property for one week and as management refused to take care of the mold and unbearable filthy living situation at that unit I also would like for the business to be investigated, so that other students will not encounter his horrible situation
In response to complaint # [redacted] we provide the following response: During our move in day on August 16, one of the new residents had concerns regarding the common areas of the apartment due to the already established residents’ everyday use of the common areasThe new resident sent an email to the complainant which is where the issue beganWhen the complainant received the email from the new resident we were already working on resolving these issues We sent in a cleaning crew on August 17, to clean the common areas as requested so that the residents would be satisfied The complainant contacted our office and was informed of the process that was taking place to correct any oversights that were madeA walk through was done and it was verified that the issue had been resolved Upon move in of the complainant, it was brought to our attention that she was concerned about possible mold; we verified this was not a mold issue, however it was mildew and we addressed it immediately Another issue the complainant was unhappy with was the roommates she assignedDuring our roommate matching process we refer to the form filled out by each individualOn this form it was indicated male and/or Coed was a preferenceWe found this particular apartment to be the best fit for the bedroom preferencesThe complainant was not satisfied with our attempts to rectify the situation so on August we provided an option for a possible transfer and allowed her to view a different apartmentBecause there were no other bedrooms available at this time we offered her a bedroom, keeping her at her lower bedroom rateShe declined to transfer and decided to remain in her current apartment During the entire process our communication was limited to email only as no number was provided and our attempts to have the complainant contact us via phone were disregarded All of our communications regularly included the explanation that a lease cancellation or termination was not an option, per her request, as we were actively addressing each concern and providing options to be removed from her current apartmentFinally on August 25, we were provided a telephone to contact her regarding her revisiting the possibility of a transfer, the one she initially declined on August 21, She informed us she would pick up keys after class to take possession of the new apartment she had seen and declared suitable We tried contacting her later that day on the number provided several times, to no availNone of our attempts were responded to On the morning of August 26, we received a letter from the complainant stating she wanted out of her lease and turned in her keysShe was contacted via email explaining she was still financially responsible for her lease as we were in complete compliance of our lease and duties as landlord during the entire processShould she no longer want to live in the apartment we gave her the option to find a sublease with the $waived, to assist her, she declinedSeveral other attempts were made to collect rent due and were responded to with the same emails requesting to get released from the leaseEach time she was given options but was made aware she was still held accountable to uphold her lease obligations
When referring to the walk through before Aug20th,
we were explaining that it was a walk through done by our staff, not the
residentThe walk through was done to verify that the apartment issues that
were addressed were taken care of before the complainant arrived
We understand that the complainant attempted to find a
subleaseHowever until someone has applied and completed all screening
processes, we cannot consider it a successful sublease to take over the complainant’s
leaseYes, we did offer to waive the $sublease fee as it is stated in our
email documentationWhen *** was stating the standard policies of subleasing
she did state that there was a sublease fee, you can certainly disregard that message
With the complainant’s situation, the fee was indeed being waivedSorry for
any confusion on that matter
When it comes to discussing the account issues, concerns or
financial obligations, we can only communicate with the actual lease holder, so
any phone numbers provided that belonged to someone else unfortunately are not suitable
In regards to the complainant’s attachment, we explained
that we cannot control the cleanliness of the roommate residing in the unit
However, when *** arrived and made a complaint, we sent our cleaning crew
into the apartment immediately to take care of all expressed concerns
I have attached emails sent between the complainant and our
staff members, *** and ***We have truly done what we can to provide a
satisfactory living arrangement
Thank you,
The Lodge Management
Complaint: [redacted]
I am rejecting this response because: please see below and attachment
Regards,
[redacted]
To
whom it may concern,
I
received the answer from the Lodge through your message system. Unfortunately,
several issues described in the letter were not reported correctly.
I did not move into the property until 8/20/14. Therefore,
I could not have made a walk through the apartment beforehand.The apartment had mold issues, a dirty air
conditioning, air conditioning filters were unclean, aside from dirty and
filthy common area and my private bath and bedroom. The carpet was completely
torn. I reported this to the office, but unfortunately, nothing was done by
management to resolve this issue until after my move-out date, as an email from
[redacted] verifies that is dated 08-27-2014. As stated before, I suffered from
severe health issues due to the mold and was sick laying in bed for about a
week before I decided I could not stand it anymore.The reason I declined the transfer option is
because the new apartment mold situation was similar. In addition, the mattress
in the new room had disgusting stains all over and was in bad shape, so that it
was not possible for someone reasonable to live there.It is also not true that we corresponded solely via
email during the time I was living at the property, as described in the second
to last paragraph. As I mentioned before, I went to the office several times
and also was accompanied several times by my professors to help solve the
situation.I gave the office the contact information
of my Professor Dr. [redacted] and asked them to contact that address and phone for
any questions, but not once did they actually make contact.Further, it is not true that I declined the $300
sublease fee. As a matter of fact, I have put ads in the paper to try to find a
sublease and have emailed the office several times after moving out possible
candidates. I then was emailed by the office and was told that they do not
waive the $300 sublease fee although they had told me so in writing beforehand.
Please find any emails and conversations in the attachment
and a summary of what happened below:
I
moved into my apartment complex on 8/20/14 and signed a lease until 07/31/15. I
communicated with the business over phone and via email since April 2014 in
order to secure an apartment, as I did not live in Texas. They assured me that
it is a new community and that it looks as wonderful as it is displayed on
their website. I liked the clean and well taken care of pool and individual
rooms that they displayed on http://www.thelodgeatsouthwest.com/ and because of
that, I was willing to pay more money, so that I would have a nice and safe
place to life. On 8/16/14 I had already gotten an email warning me about the
bad condition of the apartment by one of my future roommates. He wrote me via
email reporting to me that he had extensively complained to the business about
the dirty and filthy apartment. I contacted the business immediately after reading
that message on 8/16/14 and they assured me everything will be fine by the time
I move in. Unfortunately, nothing was fine. The apartment was dirty and filthy.
My private bedroom had mold and the air conditioning was not working at night
and the filter was that dirty that you could see the dirt from the outside. It
left a terrible odor in the bedroom. I noted this on the apartment's move in
forms that I turned in on 08/21/14. I also took pictures of everything. Nothing
happened. I complained to the apartment together with a Professor of mine,
Professor [redacted], on 08/21/14. I specifically told [redacted] that the room
I am staying in is in very bad shape. The air condition was not working
properly, the filter was dirty, there was a moldy odor and that there was mold
on the wall and the carpet adjacent to the bathroom. The carpet had significant
wear and tear, was dirty and filthy, as was the mattress. After only staying
there for a few hours, I had significant allergic reactions (severe migraines,
headaches, vomiting, itching, swollen eyes, burning in my eyes, problems
breathing, itchy sore throat etc). I reported these problems to [redacted] a few
hours after moving in on 8/21/14. I reported to her about the health issues and
about the fact that I as a female was placed with 3 males whom I did not know.
I asked on my matching for m to be put with 3 graduate students. I found out
however that I was placed with people that were not even students. When I
inquired about this, I was told via email that those rommates were the best
they could find and when I mentioned this again that I wanted to be put with
students and that I was not ok with the fact that my roommates are male, [redacted]
[redacted] told me and Professor [redacted] on 08/21/14 that they are not overseeing who is
a student and who is not. I also told her about the messy apartment, the dirty
and filthy kitchen and the fact that I was not comfortable staying there.
Nothing happened. I was sick for one week. I had bad headaches, I had to vomit,
my throat and nose were hurting and were stuffed. The apartment management did
not attempt to solve the issue or clean up. I had to stay in bed, because my
condition worsened. I complained again and was then shown another unit, which
was equally bad and that had disgusting stains on the mattress and the floor
and walls. I complained yet again and was told that there was nothing they
could do. Due to my health problems I was not able to stay in the apartment
complex any longer and moved out on 8/26/14.I wrote management that I want them
to release me out of the lease and for them to return me the rent and the
application fee in the amount of $341. However, they are not willing to release
me from the contract nor to pay me my money back. They are now saying after I
told them that it is against the law to leave residents with mold that they did
in fact fix it while I was still living there, which is not true. I was
literally laying in bed and no one came by. In addition, after I moved out,
[redacted] even stated in an email that she then (after I moved out) investigated
the unit. I also was told that I could get a sublease for free via email as
well. Now, [redacted] told me and Professor [redacted] that it will be $300 sublease
fee if I wanted to consider that. Now, the business is threatening me with
eviction and court although I am not living at their property. I have put in
adds to try to find a sublease, and referred two people to the office, but have
not heard back from [redacted] about the status. Since I am not in Texas right
now, it is rather difficult to find a sublease from here. In addition, I was
expecting several important packages with school books and personal belongings
that all have been reported to have arrived at the office by the postal mail.
However, the staff to this day refused to hand any packages to me or to
Professor [redacted] who also has asked them several times on my behalf. The staff
continuously say nothing has arrived for me. In addition to this, when I moved
in on 08/20/14, the fire detector in my room was unplugged just laying behind
the desk. I reported this to the office on 08/21/14, but since I moved out on
08/26/14 they did not even repair the fire detector, nor anything else of that
matter. This constitutes a severe health and safety hazard to me, my three
roommates and other students that are living in the building should a fire
suddenly break out. Due to these severe health issues and apartment issues, I
had to drop out of my graduate degree at Texas State University and endured
significant financial hardship. I was not being helped by the office staff, but
instead being lied to and put off when I reported my problems.
Therefore,
I am requesting to be released from my contract and for the business to return
to me the $321 rent I paid for living at their property for only one week
(08/20/14-08/26/14) and the application fee of $20. I also want to be released
from paying any late fees or any other rent obligations as I only lived at the
property for one week and as management refused to take care of the mold and
unbearable filthy living situation at that unit.
I
also would like for the business to be investigated, so that other students
will not encounter his horrible situation.
In response to complaint #[redacted] we provide the following response:
During our move in day on August 16, 2014 one of the new residents had concerns regarding the common areas of the apartment due to the already established residents’ everyday use of the common areas. The new resident...
sent an email to the complainant which is where the issue began. When the complainant received the email from the new resident we were already working on resolving these issues. We sent in a cleaning crew on August 17, 2014 to clean the common areas as requested so that the residents would be satisfied.
The complainant contacted our office and was informed of the process that was taking place to correct any oversights that were made. A walk through was done and it was verified that the issue had been resolved.
Upon move in of the complainant, it was brought to our attention that she was concerned about possible mold; we verified this was not a mold issue, however it was mildew and we addressed it immediately. Another issue the complainant was unhappy with was the roommates she assigned. During our roommate matching process we refer to the form filled out by each individual. On this form it was indicated male and/or Coed was a preference. We found this particular apartment to be the best fit for the 4 bedroom preferences. The complainant was not satisfied with our attempts to rectify the situation so on August 21 we provided an option for a possible transfer and allowed her to view a different apartment. Because there were no other 4 bedrooms available at this time we offered her a 3 bedroom, keeping her at her lower 4 bedroom rate. She declined to transfer and decided to remain in her current apartment.
During the entire process our communication was limited to email only as no number was provided and our attempts to have the complainant contact us via phone were disregarded. All of our communications regularly included the explanation that a lease cancellation or termination was not an option, per her request, as we were actively addressing each concern and providing options to be removed from her current apartment. Finally on August 25, we were provided a telephone to contact her regarding her revisiting the possibility of a transfer, the one she initially declined on August 21, 2014. She informed us she would pick up keys after class to take possession of the new apartment she had seen and declared suitable. We tried contacting her later that day on the number provided several times, to no avail. None of our attempts were responded to.
On the morning of August 26, 2014 we received a letter from the complainant stating she wanted out of her lease and turned in her keys. She was contacted via email explaining she was still financially responsible for her lease as we were in complete compliance of our lease and duties as landlord during the entire process. Should she no longer want to live in the apartment we gave her the option to find a sublease with the $300 waived, to assist her, she declined. Several other attempts were made to collect rent due and were responded to with the same emails requesting to get released from the lease. Each time she was given options but was made aware she was still held accountable to uphold her lease obligations.
Complaint: [redacted]
I am rejecting this response because: As explained before the business was unable to take care of the mold and filthy apartment situation and did nothing about it when I requested help. Therefore I want to be taken out of the lease.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: please see below and attachment Regards, [redacted] To whom it may concern, I received the answer from the Lodge through your message systemUnfortunately, several issues described in the letter were not reported correctly I did not move into the property until 8/20/Therefore, I could not have made a walk through the apartment beforehand.The apartment had mold issues, a dirty air conditioning, air conditioning filters were unclean, aside from dirty and filthy common area and my private bath and bedroomThe carpet was completely tornI reported this to the office, but unfortunately, nothing was done by management to resolve this issue until after my move-out date, as an email from [redacted] verifies that is dated 08-27-As stated before, I suffered from severe health issues due to the mold and was sick laying in bed for about a week before I decided I could not stand it anymore.The reason I declined the transfer option is because the new apartment mold situation was similarIn addition, the mattress in the new room had disgusting stains all over and was in bad shape, so that it was not possible for someone reasonable to live there.It is also not true that we corresponded solely via email during the time I was living at the property, as described in the second to last paragraphAs I mentioned before, I went to the office several times and also was accompanied several times by my professors to help solve the situation.I gave the office the contact information of my Professor Dr [redacted] and asked them to contact that address and phone for any questions, but not once did they actually make contact.Further, it is not true that I declined the $ sublease feeAs a matter of fact, I have put ads in the paper to try to find a sublease and have emailed the office several times after moving out possible candidatesI then was emailed by the office and was told that they do not waive the $sublease fee although they had told me so in writing beforehand Please find any emails and conversations in the attachment and a summary of what happened below: I moved into my apartment complex on 8/20/and signed a lease until 07/31/I communicated with the business over phone and via email since April in order to secure an apartment, as I did not live in TexasThey assured me that it is a new community and that it looks as wonderful as it is displayed on their websiteI liked the clean and well taken care of pool and individual rooms that they displayed on http://www.thelodgeatsouthwest.com/ and because of that, I was willing to pay more money, so that I would have a nice and safe place to lifeOn 8/16/I had already gotten an email warning me about the bad condition of the apartment by one of my future roommatesHe wrote me via email reporting to me that he had extensively complained to the business about the dirty and filthy apartmentI contacted the business immediately after reading that message on 8/16/and they assured me everything will be fine by the time I move inUnfortunately, nothing was fineThe apartment was dirty and filthy My private bedroom had mold and the air conditioning was not working at night and the filter was that dirty that you could see the dirt from the outsideIt left a terrible odor in the bedroomI noted this on the apartment's move in forms that I turned in on 08/21/I also took pictures of everythingNothing happenedI complained to the apartment together with a Professor of mine, Professor [redacted] , on 08/21/I specifically told [redacted] that the room I am staying in is in very bad shapeThe air condition was not working properly, the filter was dirty, there was a moldy odor and that there was mold on the wall and the carpet adjacent to the bathroomThe carpet had significant wear and tear, was dirty and filthy, as was the mattressAfter only staying there for a few hours, I had significant allergic reactions (severe migraines, headaches, vomiting, itching, swollen eyes, burning in my eyes, problems breathing, itchy sore throat etc)I reported these problems to [redacted] a few hours after moving in on 8/21/I reported to her about the health issues and about the fact that I as a female was placed with males whom I did not know I asked on my matching for m to be put with graduate studentsI found out however that I was placed with people that were not even studentsWhen I inquired about this, I was told via email that those rommates were the best they could find and when I mentioned this again that I wanted to be put with students and that I was not ok with the fact that my roommates are male, [redacted] told me and Professor [redacted] on 08/21/that they are not overseeing who is a student and who is notI also told her about the messy apartment, the dirty and filthy kitchen and the fact that I was not comfortable staying there Nothing happenedI was sick for one weekI had bad headaches, I had to vomit, my throat and nose were hurting and were stuffedThe apartment management did not attempt to solve the issue or clean upI had to stay in bed, because my condition worsenedI complained again and was then shown another unit, which was equally bad and that had disgusting stains on the mattress and the floor and wallsI complained yet again and was told that there was nothing they could doDue to my health problems I was not able to stay in the apartment complex any longer and moved out on 8/26/14.I wrote management that I want them to release me out of the lease and for them to return me the rent and the application fee in the amount of $However, they are not willing to release me from the contract nor to pay me my money backThey are now saying after I told them that it is against the law to leave residents with mold that they did in fact fix it while I was still living there, which is not trueI was literally laying in bed and no one came byIn addition, after I moved out, [redacted] even stated in an email that she then (after I moved out) investigated the unitI also was told that I could get a sublease for free via email as wellNow, [redacted] told me and Professor [redacted] that it will be $sublease fee if I wanted to consider thatNow, the business is threatening me with eviction and court although I am not living at their propertyI have put in adds to try to find a sublease, and referred two people to the office, but have not heard back from [redacted] about the statusSince I am not in Texas right now, it is rather difficult to find a sublease from hereIn addition, I was expecting several important packages with school books and personal belongings that all have been reported to have arrived at the office by the postal mail However, the staff to this day refused to hand any packages to me or to Professor [redacted] who also has asked them several times on my behalfThe staff continuously say nothing has arrived for meIn addition to this, when I moved in on 08/20/14, the fire detector in my room was unplugged just laying behind the deskI reported this to the office on 08/21/14, but since I moved out on 08/26/they did not even repair the fire detector, nor anything else of that matterThis constitutes a severe health and safety hazard to me, my three roommates and other students that are living in the building should a fire suddenly break outDue to these severe health issues and apartment issues, I had to drop out of my graduate degree at Texas State University and endured significant financial hardshipI was not being helped by the office staff, but instead being lied to and put off when I reported my problems Therefore, I am requesting to be released from my contract and for the business to return to me the $rent I paid for living at their property for only one week (08/20/14-08/26/14) and the application fee of $I also want to be released from paying any late fees or any other rent obligations as I only lived at the property for one week and as management refused to take care of the mold and unbearable filthy living situation at that unit I also would like for the business to be investigated, so that other students will not encounter his horrible situation
In response to complaint # [redacted] we provide the following response: During our move in day on August 16, one of the new residents had concerns regarding the common areas of the apartment due to the already established residents’ everyday use of the common areasThe new resident sent an email to the complainant which is where the issue beganWhen the complainant received the email from the new resident we were already working on resolving these issues We sent in a cleaning crew on August 17, to clean the common areas as requested so that the residents would be satisfied The complainant contacted our office and was informed of the process that was taking place to correct any oversights that were madeA walk through was done and it was verified that the issue had been resolved Upon move in of the complainant, it was brought to our attention that she was concerned about possible mold; we verified this was not a mold issue, however it was mildew and we addressed it immediately Another issue the complainant was unhappy with was the roommates she assignedDuring our roommate matching process we refer to the form filled out by each individualOn this form it was indicated male and/or Coed was a preferenceWe found this particular apartment to be the best fit for the bedroom preferencesThe complainant was not satisfied with our attempts to rectify the situation so on August we provided an option for a possible transfer and allowed her to view a different apartmentBecause there were no other bedrooms available at this time we offered her a bedroom, keeping her at her lower bedroom rateShe declined to transfer and decided to remain in her current apartment During the entire process our communication was limited to email only as no number was provided and our attempts to have the complainant contact us via phone were disregarded All of our communications regularly included the explanation that a lease cancellation or termination was not an option, per her request, as we were actively addressing each concern and providing options to be removed from her current apartmentFinally on August 25, we were provided a telephone to contact her regarding her revisiting the possibility of a transfer, the one she initially declined on August 21, She informed us she would pick up keys after class to take possession of the new apartment she had seen and declared suitable We tried contacting her later that day on the number provided several times, to no availNone of our attempts were responded to On the morning of August 26, we received a letter from the complainant stating she wanted out of her lease and turned in her keysShe was contacted via email explaining she was still financially responsible for her lease as we were in complete compliance of our lease and duties as landlord during the entire processShould she no longer want to live in the apartment we gave her the option to find a sublease with the $waived, to assist her, she declinedSeveral other attempts were made to collect rent due and were responded to with the same emails requesting to get released from the leaseEach time she was given options but was made aware she was still held accountable to uphold her lease obligations
When referring to the walk through before Aug20th,
we were explaining that it was a walk through done by our staff, not the
residentThe walk through was done to verify that the apartment issues that
were addressed were taken care of before the complainant arrived
We understand that the complainant attempted to find a
subleaseHowever until someone has applied and completed all screening
processes, we cannot consider it a successful sublease to take over the complainant’s
leaseYes, we did offer to waive the $sublease fee as it is stated in our
email documentationWhen *** was stating the standard policies of subleasing
she did state that there was a sublease fee, you can certainly disregard that message
With the complainant’s situation, the fee was indeed being waivedSorry for
any confusion on that matter
When it comes to discussing the account issues, concerns or
financial obligations, we can only communicate with the actual lease holder, so
any phone numbers provided that belonged to someone else unfortunately are not suitable
In regards to the complainant’s attachment, we explained
that we cannot control the cleanliness of the roommate residing in the unit
However, when *** arrived and made a complaint, we sent our cleaning crew
into the apartment immediately to take care of all expressed concerns
I have attached emails sent between the complainant and our
staff members, *** and ***We have truly done what we can to provide a
satisfactory living arrangement
Thank you,
The Lodge Management
Complaint: [redacted]
I am rejecting this response because: please see below and attachment
Regards,
[redacted]
To
whom it may concern,
I
received the answer from the Lodge through your message system. Unfortunately,
several issues described in the letter were not reported correctly.
I did not move into the property until 8/20/14. Therefore,
I could not have made a walk through the apartment beforehand.The apartment had mold issues, a dirty air
conditioning, air conditioning filters were unclean, aside from dirty and
filthy common area and my private bath and bedroom. The carpet was completely
torn. I reported this to the office, but unfortunately, nothing was done by
management to resolve this issue until after my move-out date, as an email from
[redacted] verifies that is dated 08-27-2014. As stated before, I suffered from
severe health issues due to the mold and was sick laying in bed for about a
week before I decided I could not stand it anymore.The reason I declined the transfer option is
because the new apartment mold situation was similar. In addition, the mattress
in the new room had disgusting stains all over and was in bad shape, so that it
was not possible for someone reasonable to live there.It is also not true that we corresponded solely via
email during the time I was living at the property, as described in the second
to last paragraph. As I mentioned before, I went to the office several times
and also was accompanied several times by my professors to help solve the
situation.I gave the office the contact information
of my Professor Dr. [redacted] and asked them to contact that address and phone for
any questions, but not once did they actually make contact.Further, it is not true that I declined the $300
sublease fee. As a matter of fact, I have put ads in the paper to try to find a
sublease and have emailed the office several times after moving out possible
candidates. I then was emailed by the office and was told that they do not
waive the $300 sublease fee although they had told me so in writing beforehand.
Please find any emails and conversations in the attachment
and a summary of what happened below:
I
moved into my apartment complex on 8/20/14 and signed a lease until 07/31/15. I
communicated with the business over phone and via email since April 2014 in
order to secure an apartment, as I did not live in Texas. They assured me that
it is a new community and that it looks as wonderful as it is displayed on
their website. I liked the clean and well taken care of pool and individual
rooms that they displayed on http://www.thelodgeatsouthwest.com/ and because of
that, I was willing to pay more money, so that I would have a nice and safe
place to life. On 8/16/14 I had already gotten an email warning me about the
bad condition of the apartment by one of my future roommates. He wrote me via
email reporting to me that he had extensively complained to the business about
the dirty and filthy apartment. I contacted the business immediately after reading
that message on 8/16/14 and they assured me everything will be fine by the time
I move in. Unfortunately, nothing was fine. The apartment was dirty and filthy.
My private bedroom had mold and the air conditioning was not working at night
and the filter was that dirty that you could see the dirt from the outside. It
left a terrible odor in the bedroom. I noted this on the apartment's move in
forms that I turned in on 08/21/14. I also took pictures of everything. Nothing
happened. I complained to the apartment together with a Professor of mine,
Professor [redacted], on 08/21/14. I specifically told [redacted] that the room
I am staying in is in very bad shape. The air condition was not working
properly, the filter was dirty, there was a moldy odor and that there was mold
on the wall and the carpet adjacent to the bathroom. The carpet had significant
wear and tear, was dirty and filthy, as was the mattress. After only staying
there for a few hours, I had significant allergic reactions (severe migraines,
headaches, vomiting, itching, swollen eyes, burning in my eyes, problems
breathing, itchy sore throat etc). I reported these problems to [redacted] a few
hours after moving in on 8/21/14. I reported to her about the health issues and
about the fact that I as a female was placed with 3 males whom I did not know.
I asked on my matching for m to be put with 3 graduate students. I found out
however that I was placed with people that were not even students. When I
inquired about this, I was told via email that those rommates were the best
they could find and when I mentioned this again that I wanted to be put with
students and that I was not ok with the fact that my roommates are male, [redacted]
[redacted] told me and Professor [redacted] on 08/21/14 that they are not overseeing who is
a student and who is not. I also told her about the messy apartment, the dirty
and filthy kitchen and the fact that I was not comfortable staying there.
Nothing happened. I was sick for one week. I had bad headaches, I had to vomit,
my throat and nose were hurting and were stuffed. The apartment management did
not attempt to solve the issue or clean up. I had to stay in bed, because my
condition worsened. I complained again and was then shown another unit, which
was equally bad and that had disgusting stains on the mattress and the floor
and walls. I complained yet again and was told that there was nothing they
could do. Due to my health problems I was not able to stay in the apartment
complex any longer and moved out on 8/26/14.I wrote management that I want them
to release me out of the lease and for them to return me the rent and the
application fee in the amount of $341. However, they are not willing to release
me from the contract nor to pay me my money back. They are now saying after I
told them that it is against the law to leave residents with mold that they did
in fact fix it while I was still living there, which is not true. I was
literally laying in bed and no one came by. In addition, after I moved out,
[redacted] even stated in an email that she then (after I moved out) investigated
the unit. I also was told that I could get a sublease for free via email as
well. Now, [redacted] told me and Professor [redacted] that it will be $300 sublease
fee if I wanted to consider that. Now, the business is threatening me with
eviction and court although I am not living at their property. I have put in
adds to try to find a sublease, and referred two people to the office, but have
not heard back from [redacted] about the status. Since I am not in Texas right
now, it is rather difficult to find a sublease from here. In addition, I was
expecting several important packages with school books and personal belongings
that all have been reported to have arrived at the office by the postal mail.
However, the staff to this day refused to hand any packages to me or to
Professor [redacted] who also has asked them several times on my behalf. The staff
continuously say nothing has arrived for me. In addition to this, when I moved
in on 08/20/14, the fire detector in my room was unplugged just laying behind
the desk. I reported this to the office on 08/21/14, but since I moved out on
08/26/14 they did not even repair the fire detector, nor anything else of that
matter. This constitutes a severe health and safety hazard to me, my three
roommates and other students that are living in the building should a fire
suddenly break out. Due to these severe health issues and apartment issues, I
had to drop out of my graduate degree at Texas State University and endured
significant financial hardship. I was not being helped by the office staff, but
instead being lied to and put off when I reported my problems.
Therefore,
I am requesting to be released from my contract and for the business to return
to me the $321 rent I paid for living at their property for only one week
(08/20/14-08/26/14) and the application fee of $20. I also want to be released
from paying any late fees or any other rent obligations as I only lived at the
property for one week and as management refused to take care of the mold and
unbearable filthy living situation at that unit.
I
also would like for the business to be investigated, so that other students
will not encounter his horrible situation.
In response to complaint #[redacted] we provide the following response:
During our move in day on August 16, 2014 one of the new residents had concerns regarding the common areas of the apartment due to the already established residents’ everyday use of the common areas. The new resident...
sent an email to the complainant which is where the issue began. When the complainant received the email from the new resident we were already working on resolving these issues. We sent in a cleaning crew on August 17, 2014 to clean the common areas as requested so that the residents would be satisfied.
The complainant contacted our office and was informed of the process that was taking place to correct any oversights that were made. A walk through was done and it was verified that the issue had been resolved.
Upon move in of the complainant, it was brought to our attention that she was concerned about possible mold; we verified this was not a mold issue, however it was mildew and we addressed it immediately. Another issue the complainant was unhappy with was the roommates she assigned. During our roommate matching process we refer to the form filled out by each individual. On this form it was indicated male and/or Coed was a preference. We found this particular apartment to be the best fit for the 4 bedroom preferences. The complainant was not satisfied with our attempts to rectify the situation so on August 21 we provided an option for a possible transfer and allowed her to view a different apartment. Because there were no other 4 bedrooms available at this time we offered her a 3 bedroom, keeping her at her lower 4 bedroom rate. She declined to transfer and decided to remain in her current apartment.
During the entire process our communication was limited to email only as no number was provided and our attempts to have the complainant contact us via phone were disregarded. All of our communications regularly included the explanation that a lease cancellation or termination was not an option, per her request, as we were actively addressing each concern and providing options to be removed from her current apartment. Finally on August 25, we were provided a telephone to contact her regarding her revisiting the possibility of a transfer, the one she initially declined on August 21, 2014. She informed us she would pick up keys after class to take possession of the new apartment she had seen and declared suitable. We tried contacting her later that day on the number provided several times, to no avail. None of our attempts were responded to.
On the morning of August 26, 2014 we received a letter from the complainant stating she wanted out of her lease and turned in her keys. She was contacted via email explaining she was still financially responsible for her lease as we were in complete compliance of our lease and duties as landlord during the entire process. Should she no longer want to live in the apartment we gave her the option to find a sublease with the $300 waived, to assist her, she declined. Several other attempts were made to collect rent due and were responded to with the same emails requesting to get released from the lease. Each time she was given options but was made aware she was still held accountable to uphold her lease obligations.
Complaint: [redacted]
I am rejecting this response because: As explained before the business was unable to take care of the mold and filthy apartment situation and did nothing about it when I requested help. Therefore I want to be taken out of the lease.
Regards,
[redacted]