The Phone Center

After speaking with the office staff regarding the complaint filed by [redacted] The following is our rebuttal to her complaint. 12.95pt 0.1in 0.0001pt 0.95in;">1. On May 5th, May 8th and May 16th [redacted] p called in a service request for no air conditioning at [redacted] ***. This request was completed on May 18th, 2015 by Maintenance Supervisor, [redacted] 2. One June 13th another service request was called in by the resident stating that the A/C had stopped working again. This request was completed on June 18th by Maintenance Supervisor, [redacted] 3. Our maintenance staff alternate working on-call on the weekends. Should you have any additional questions please feel free to contact [redacted] at [redacted] ext [redacted] Sincerely, Isabel Guerra Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have continually tried to resolve this issue every year with this apartment complexI want this information to be posted regardless of when they try to come and fix my air conditioner which will be as soon as you send this information to the officeI contacted the office the first week of April to be proactive due to my air conditioner not workingI got no response, I go into the office on 5/and talk to a lady named JoAnn in regards to my work order, she pulled my information stated that she would place as a hour emergency and supervision as this issue have been ongoing for yearsShe asked is If was due for a new unit (I have no idea that is something the office should know)Nothing NEVER happened, I contacted the office on 5/to do a follow up and someone else tells me that they see a work order that have been there for 23days and that she is printing my information and handing it to the manager as we speak and she is going to see to it that someone come immediately and to call her if nobody has made it by Friday 5/At 4:on 5/I called the office to talk to the lady that gave so much emphasis that she would see to it that it is taken care of by Friday and of course she is busy and Jo Ann states that someone will be coming today (Friday 5/13) to look at my air conditionerNobody has yet to come however they want to make sure that they have rentI am documenting this because this has now became annoying and extreme bad practice and I have sought out a Lawyer to take them to court as I will be moving out of these in livable apartmentsI was trying to be proactive by notifying them two months ahead before the hot weather however they do not comprehend proactiveRegardless if it is raining and cold you still repair what is broke!!!!
I would like to have my a unit replaced within the next weekHowever if this is not completed by then I will continue with my process with my lawyer, the Environmental Health Specialist of Marian County Health Department that is assigned to meI have all emails and documentation from my first complaint when I moved here about the air conditioner which was 5/11/wasn't fixed until 6/24/and them broke againI am moving out before my lease is up and WILL NOT be held for breaking a lease!!
Regards,
*** ***

1.
The applicant applied for the unit *** on April 18,
2. She was originally denied but we were able to override it and she was approved on April 21st
3. Our leasing manager called and explained this to her, they spoke to each other over the phone
Her mowas scheduled for May 1,
5. We called 317-*** several times between 4/and 5/to confirm the mobut we were unable to reach her
6 May 1 came and went
7. One May 5th our leasing agent called again and said that she had been trying to get in touch with herThe leasing agent said that she was scheduled to moa few days prior and wanted to know if she still planned on moving inMs*** told the leasing agent that she had been staying at a hotel and that she still wanted to move-inAt that time Ms*** was told that the unit was no longer available but she was offered another unit that would be available in less than weeksMs*** told the leasing agent she could not .wait that long
8. Ms*** was told that her holding fee would have to be forfeited per the attachment signed by the applicant
Should you have any additional questions please feel free to contact Kevin D*** at 219-756-ext ***
Sincerely,
Isabel ***
Office Manager

After speaking with the office staff regarding the complaint filed by [redacted] The following is our rebuttal to her complaint.
12.95pt 0.1in 0.0001pt 0.95in;">1.        On May 5th, May 8th and May 16th [redacted]p called in a service request for no air conditioning at [redacted]. This request was completed on May 18th, 2015 by Maintenance Supervisor,        [redacted] 2.        One June 13th another service request was called in by the resident stating that the A/C had stopped working again. This request was completed on June 18th by Maintenance Supervisor, [redacted] 3.        Our maintenance staff alternate working on-call on the weekends. Should you have any additional questions please feel free to contact [redacted] at [redacted] ext [redacted]
Sincerely, Isabel Guerra Office Manager

I wanted to take this time to submit my response regarding complaint #[redacted] that was submitted to the Revdex.com by [redacted] 
 
class="MsoNormal">Her complaint in a summarized form was that her air conditioning in her apartment home had not been serviced.  I will agree that it did take longer than it should have to be repaired, however, we have gone through a complete transition with our staff.  For roughly 30 days, we were short staffed both in the office and with our maintenance team.  Due to only having two maintenance technicians and only one of those technicians being EPA certified to work on the air conditioners, we fell behind in our service. 
 
Ms. [redacted] air conditioner has since been serviced and it now in working order.
 
If you should have any further questions, concerns, or need any further information from me, please let me know.
 
 
Thank you,
 
Jennifer [redacted] NALP®, CAM®
Property Manager
Castleton Manor Apartments & Townhomes
5850 Laketon Dr.
Indianapolis, IN  46220
P:  317.842.1440
F:  317.576.0280