The Pines

Complaint: [redacted] I am rejecting this response because: I will be moving at the end of my lease as this is short notice to just up and vacate because you don't want to have to correct your mistakesI will not accept this response eitherAttached are photos of the way your maintenance staff left holes from there tools and work equipment from the job they did in my kitchen, they left scratches as well as holes in the tile on the kitchen floor! Also are photos of the hole repairs in my children s room that due to them drilling through the wall left patches of white going down the wallAnd pictures of the way my bathroom still looks, because they did not do any cooking around the cracks of the tub every time we shower or take a bath dirt from the inside of the wall comes seeping through! I don't understand how you could treat your tenants who have paid rent loyally and only complained when I started to have mice or other issues with the apartment that were out of my control and clearly management issues with such disrespect and disregard! I have been here for over three years and nobody should have to go through what I have and be treated the way I have by this management and there companyThey have entered and continue to enter my unit for no good cause and I cant wait to move and be done with this company I just dont want them to continue to treat residents who are good people just trying to pay rent and get by in life in such a foul manner! RE: [redacted] & [redacted] Sincerely, [redacted]

At no point did we tell [redacted] that “because she lives on the bottom floor unit next to a field that there is nothing we can do about it” The Pines has addressed [redacted] ’s compliant of mice in her apartment by sealing gaps throughout her apartment and around plumbing with a rodent repellant foamThe maintenance staff also sealed gaps in the adjacent laundry room and installed cove baseThe Pines has a contract with a professional pest control service (Terminix) to address basic pest control issues every 1st and 3rd Thursday of the monthWhenever a resident, in this case [redacted] , reports a pest issue they are scheduled in our Terminix pest control logThe pest control is repeated on this schedule until the issue is resolvedAt no point was it illegal for us to allow pest control into her apartment “without notice” [redacted] is aware of our scheduleWe also have taken extra measures and ordered more exterior bait stations and have also placed them in the boiler roomsWhen the condition of [redacted] ’s apartment was reported to me by the Terminix technician and our maintenance staff I personally inspected the apartment and took photosWhat I found was dirty dishes stacked on the counters and in the sink, overflowing trash can, food left out, pudding container in the children’s room, a dirty bathroom, clothing strewn on the floors and bookcases blocking closet accessI gave [redacted] a notice to address the unsanitary condition of her apartment in order to comply with our Rental Lease Agreement and to effectively control the pest issueI do not refuse [redacted] ’s phone callsI have over residents and am unable to take every phone callI have a very capable assistant whose job it is to schedule residents pest control needs into the log The maintenance issue of the clogged tub turned into a bigger problem with the broken pipeIt required installing a new tub, surround and drywall repairAs this needed to be done in stages requiring drywall and paint to dry, our maintenance staff was in and out of [redacted] ’s apartment several timesOur maintenance supervisor said he has kept her informed every step of the processOne of those times our maintenance technician Justin was alone working on the drywall repairHe had to remove items from the bathroom so that they wouldn’t be damaged by drywall mud and paintHe placed them in the adjoining vanity areaThere is no proof or reason to believe he went through her drawersAfter stating she did not want him in her apartment he was not in there alone but was in there assisting his supervisor with the repair and was supervised the entire timeAt one point she said she did not want anyone else in her apartment and would finish the repair herself, which is against our rental lease agreement I have given [redacted] notices twice in the past for unauthorized pet (cat) which has caused damage to the carpetIn addition the carpet is dirty, stained and unsalvageableI have also given her notices for unauthorized occupants on at least two occasionsIn fact the photo she provided of the hole that was poorly covered the caulking was actually done by her children’s father which he personally told our maintenance supervisorWe continue to receive noise complaints against her by her neighbors as recently as weeks agoFrom the Rental Lease Agreement: MAINTENANCE OF PREMISESResident shall use customary diligence in maintaining and not damaging the premises, and/or the common areas of the community Resident shall maintain the residence in a clean, sanitary, neat, safe, fit, habitable, and undamaged condition; shall not permit any unlawful or wasteful activity on the Premises; and shall comply with all laws regarding public health and safetyResident shall dispose of all ashes, rubbish, garbage, and any other waste in a clean and safe manner on a regular basis Resident shall not perform any repairs, painting, wallpapering, carpeting, electrical changes or modifications to electrical appliances, or otherwise alter the Premises in any mannerUSE AND OCCUPANCY If any unauthorized person occupies the Premises for more than seven (7) days without Agent’s consent, such person shall be deemed an unauthorized occupant and shall be subject to Agent’s approval Any approval of any Occupant is in Agent’s sole and absolute discretion ANIMALS – PETSResident’s bringing into or onto the premises or the community property, or the keeping or possession of any animal for any duration without Agent’s written consent shall constitute a substantial violation of this Lease Resident agrees that violation of this paragraph may result in the immediate termination by Agent of Resident’s right to possession of the premises upon three (3) days notice to quit with no right to cure, and subsequent eviction from the Premises [redacted] Community Manager The Pines Apartments [redacted] CONFIDENTIALITY NOTICE: This electronic message contains information which may be legally confidential and/or privileged The information is intended solely for the individual or entity named above and access by anyone else is unauthorized If you are not the intended recipient, any disclosure, copying, distribution, or use of the contents of this information is prohibited and may be unlawful If you have received this electronic transmission in error, please reply immediately to the sender that you have received the message in error, and delete it

Complaint: [redacted] I am rejecting this response because: I have uploaded more pictures of the mess I came home to yesterday December 20th after being gone on a trip for over days the work from the kitchen ceiling leaking was still not finished! Also I could not put my groceries away due to all the tools and mess left behind by maintenance staff, they did come clean up but ARE STILL NOT FINISHED!!! After me being gone for over a week and a half this is unacceptable!With [redacted] response comes a lot of frustration and anger with respect to the TRUTH [redacted] has not only refused to give full disclosure of details to these situations but has tried to make accusations and straight out lies about me and my being unclean or with what her maintenance staff have said or may have heardRegarding her maintenance staff they have in fact told me several times that there was not much they could do about the mice due to me living in a bottom unit and since we were next to a fieldEven though Terminex goes out every 1st and third of every month I did not receive notice of these dates until August from Amy who is now [redacted] assistant but was working at the front desk at the time, I was not given any written or verbal notice of the dates and times of treatment nor was I given any instruction on how to prepare my unit for inspection and or treatment if neededIf I had my unit would have been prepped and ready and not in the condition that it was when [redacted] took these photos witch still only show that I was not given notice prior to them going into my apartment and also shows a small example of the good brad cereal fruit and other groceries for me and my children that have had to get thrown away due to poor management of the mice in the homeFor [redacted] to once again try to shift the blame on me and suggest that it is due to my uncleanness is WRONG! It is also a lie for her to say that I was ever informed of these datesI am also in property management as a managers assistant who manages over properties and understand how busy it can be, that said it is still very unprofessional not to respond to a tenants complaints and treat them with such disrespect and not to personally handle issues of this severity promptly and with respect to the tenantIt is not the job of a managers assistant who is still in training to see to it that all of these issues are being handled [redacted] went through three assailants in one year all of witch complained that they were doing there best but that [redacted] would not give them clear instructions on what to do next seeing as Terminex can only lay traps and that it was due to the mice having ground access due to poor construction and the building being so oldAs for the "unsanitary" condition of my apartment goes I have uploaded pictures of what I believe to be black mold in a hole underneath the tub in the bathroomI took pictures and watched with my own eyes the maintenance techs simply covered it and built the new tub over itRegarding Justin he still should not have needed to go into my personal bathroom in my bedroom which yes is a jointing but separated by a door which I had closed at the time due to privacy concerns I already hadHe could have placed it in the kitchen or front room not in my bedroom where I had my doors closedThough I don't have proof the reasons I have to suspect he was in my drawer's are because both my bedroom and bathroom doors were opened and so were my drawer's as well as some clothing moved around and unfolded.I only offered to do the rest of the work in the bathroom because they were taking so long and it was a sloppy repair, witch by the way has STILL NOT BEEN FIXED! I will address the notices of compliance due to the cat, carpet and "unauthorized occupants" only after stating the fact that non of these things are a valid response or solution to the more serious matter's at hand! once again [redacted] is simply trying to shift the blame and distract from the real problems I am having to deal with due to her negligence and mismanagement of the WARRANTY OF HABITABILITY, in witch I now realize I will need to seek out an attorney to handleThe carpet in my apartment gets shampooed by a professional company at my expense twice a year [redacted] herself told me it has never been replaced and considering I have been there for over three years is not despite what [redacted] suggest in bad shapeI have three small children and am a hard working 8-job single parent and though my apartment and I are not clean and perfect ALL the time that does not make us unclean, dirty or UNSANITARY in anyway other than that my children are always sick and may be living with black mold in our bathroom! I have received ONE notice of compliance for unauthorized occupants which I have said in the past with my kids dad and more recently about my cousin, they do visit and at times help me out with babysitting other than that I still always remained in compliance with my leaseother than the catI did have my moms cat for a couple of months but did inform [redacted] assistant at the time that it was due to the mice problem, he even said that it was a good idea seeing as [redacted] would not return my callsAs soon as I received the notice of compliance I got rid of the cat the very next day!I also received a noise complaint for loud music and have since kept it down(ONE NOISE COMPLAINT IN THREE YEARS!) ALL of the cocking which yes was very poorly done was from the maintenance staff of The Pines! to say it was my kids dad is yet another lie !!! Like I said none of these explain, replies or solves any of the bigger issues going on with the management of my home! Please help me to address the flowing: - Black Mold-having mice in the home ( loss of food and clothing )-poor maintenance work-poor/mismanagement of the property and disrespect for tenants and there privacy by [redacted] and her staff! Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I will be moving at the end of my lease as this is short notice to just up and vacate because you don't want to have to correct your mistakes. I will not accept this response either. Attached are photos of the way your maintenance staff left holes from there tools and work equipment from the job they did in my kitchen, they left scratches as well as holes in the tile on the kitchen floor! Also are photos of the hole repairs in my children s room that due to them drilling through the wall left patches of white going down the wall. And pictures of the way my bathroom still looks, because they did not do any cooking around the cracks of the tub every time we shower or take a bath dirt from the inside of the wall comes seeping through! I don't understand how you could treat your tenants who have paid rent loyally and only complained when I started to have mice or other issues with the apartment that were out of my control and clearly management issues with such disrespect and disregard! I have been here for over three years and nobody should have to go through what I have and be treated the way I have by this management and there company. They have entered and continue to enter my unit for no good cause and I cant wait to move and be done with this company I just dont want them to continue to treat residents who are good people just trying to pay rent and get by in life in such a foul manner! RE: [redacted] & [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have uploaded more pictures of the mess I came home to yesterday December 20th 2016 after being gone on a trip for over 11 days the work from the kitchen ceiling leaking was still not finished! Also I could not put my groceries away due to all the tools and mess left behind by maintenance staff, they did come clean up but ARE STILL NOT FINISHED!!! After me being gone for over a week and a half this is unacceptable!. With [redacted] response comes a lot of frustration and anger with respect to the TRUTH. [redacted] has not only refused to give full disclosure of details to these situations but has tried to make false accusations and straight out lies about me and my being unclean or with what her maintenance staff have said or may have heard. Regarding her maintenance staff they have in fact told me several times that there was not much they could do about the mice due to me living in a bottom unit and since we were next to a field. Even though Terminex goes out every 1st and third of every month I did not receive notice of these dates until August 2016 from Amy who is now [redacted] assistant but was working at the front desk at the time, I was not given any written or verbal notice of the dates and times of treatment nor was I given any instruction on how to prepare my unit for inspection and or treatment if needed. If I had my unit would have been prepped and ready and not in the condition that it was when [redacted] took these photos witch still only show that I was not given notice prior to them going into my apartment and also shows a small example of the good brad cereal fruit and other groceries for me and my children that have had to get thrown away due to poor management of the mice in the home. For [redacted] to once again try to shift the blame on me and suggest that it is due to my uncleanness is WRONG! It is also a lie for her to say that I was ever informed of these dates. I am also in property management as a managers assistant who manages over 400 properties and understand how busy it can be, that said it is still very unprofessional not to respond to a tenants complaints and treat them with such disrespect and not to personally handle issues of this severity promptly and with respect to the tenant. It is not the job of a managers assistant who is still in training to see to it that all of these issues are being handled. [redacted] went through three assailants in one year all of witch complained that they were doing there best but that [redacted] would not give them clear instructions on what to do next seeing as Terminex can only lay traps and that it was due to the mice having ground access due to poor construction and the building being so old. As for the "unsanitary" condition of my apartment goes I have uploaded pictures of what I believe to be black mold in a hole underneath the tub in the bathroom. I took pictures and watched with my own eyes the maintenance techs simply covered it and built the new tub over it. Regarding Justin he still should not have needed to go into my personal bathroom in my bedroom which yes is a jointing but separated by a door which I had closed at the time due to privacy concerns I already had. He could have placed it in the kitchen or front room not in my bedroom where I had my doors closed. Though I don't have proof the reasons I have to suspect he was in my drawer's are because both my bedroom and bathroom doors were opened and so were my drawer's as well as some clothing moved around and unfolded.I only offered to do the rest of the work in the bathroom because they were taking so long and it was a sloppy repair, witch by the way has STILL NOT BEEN FIXED! I will address the notices of compliance due to the cat, carpet and "unauthorized occupants" only after stating the fact that non of these things are a valid response or solution to the more serious matter's at hand! once again [redacted] is simply trying to shift the blame and distract from the real problems I am having to deal with due to her negligence and mismanagement of the WARRANTY OF HABITABILITY, in witch I now realize I will need to seek out an attorney to handle. The carpet in my apartment gets shampooed by a professional company at my expense twice a year. [redacted] herself told me it has never been replaced and considering I have been there for over three years is not despite what [redacted] suggest in bad shape. I have three small children and am a hard working 8-5 job single parent and though my apartment and I are not clean and perfect ALL the time that does not make us unclean, dirty or UNSANITARY in anyway other than that my children are always sick and may be living with black mold in our bathroom! I have received ONE notice of compliance for unauthorized occupants which I have said in the past with my kids dad and more recently about my cousin, they do visit and at times help me out with babysitting other than that I still always remained in compliance with my lease. other than the cat. I did have my moms cat for a couple of months but did inform [redacted] assistant at the time that it was due to the mice problem, he even said that it was a good idea seeing as [redacted] would not return my calls. As soon as I received the notice of compliance I got rid of the cat the very next day!I also received a noise complaint for loud music and have since kept it down. (ONE NOISE COMPLAINT IN THREE YEARS!) ALL of the cocking which yes was very poorly done was from the maintenance staff of The Pines! to say it was my kids dad is yet another lie !!! Like I said none of these explain, replies or solves any of the bigger issues going on with the management of my home! Please help me to address the flowing: - Black Mold-having mice in the home ( loss of food and clothing )-poor maintenance work-poor/mismanagement of the property and disrespect for tenants and there privacy  by [redacted] and her staff!
Sincerely,
[redacted]

At no point did we tell [redacted] that “because she lives on the bottom floor unit next to a field that there is nothing we can do about it” The Pines has addressed [redacted]’s compliant of mice in her apartment by sealing gaps throughout her apartment and around plumbing with a rodent...

repellant foam. The maintenance staff also sealed gaps in the adjacent laundry room and installed cove base. The Pines has a contract with a professional pest control service (Terminix) to address basic pest control issues every 1st and 3rd Thursday of the month. Whenever a resident, in this case [redacted], reports a pest issue they are scheduled in our Terminix pest control log. The pest control is repeated on this schedule until the issue is resolved. At no point was it illegal for us to allow pest control into her apartment “without notice”. [redacted] is aware of our schedule. We also have taken extra measures and ordered more exterior bait stations and have also placed them in the boiler rooms. When the condition of [redacted]’s apartment was reported to me by the Terminix technician and our maintenance staff I personally inspected the apartment and took photos. What I found was dirty dishes stacked on the counters and in the sink, overflowing trash can, food left out, pudding container in the children’s room, a dirty bathroom, clothing strewn on the floors and bookcases blocking closet access. I gave [redacted] a notice to address the unsanitary condition of her apartment in order to comply with our Rental Lease Agreement and to effectively control the pest issue. I do not refuse [redacted]’s phone calls. I have over 465 residents and am unable to take every phone call. I have a very capable assistant whose job it is to schedule residents pest control needs into the log.   The maintenance issue of the clogged tub turned into a bigger problem with the broken pipe. It required installing a new tub, surround and drywall repair. As this needed to be done in stages requiring drywall and paint to dry, our maintenance staff was in and out of [redacted]’s apartment several times. Our maintenance supervisor said he has kept her informed every step of the process. One of those times our maintenance technician Justin was alone working on the drywall repair. He had to remove items from the bathroom so that they wouldn’t be damaged by drywall mud and paint. He placed them in the adjoining vanity area. There is no proof or reason to believe he went through her drawers. After stating she did not want him in her apartment he was not in there alone but was in there assisting his supervisor with the repair and was supervised the entire time. At one point she said she did not want anyone else in her apartment and would finish the repair herself, which is against our rental lease agreement.   I have given [redacted] notices twice in the past for unauthorized pet (cat) which has caused damage to the carpet. In addition the carpet is dirty, stained and unsalvageable. I have also given her notices for unauthorized occupants on at least two occasions. In fact the photo she provided of the hole that was poorly covered the caulking was actually done by her children’s father which he personally told our maintenance supervisor. We continue to receive noise complaints against her by her neighbors as recently as 2 weeks ago. From the Rental Lease Agreement: MAINTENANCE OF PREMISES. Resident shall use customary diligence in maintaining and not damaging the premises, and/or the common areas of the community.  Resident shall maintain the residence in a clean, sanitary, neat, safe, fit, habitable, and undamaged condition; shall not permit any unlawful or wasteful activity on the Premises; and shall comply with all laws regarding public health and safety. Resident shall dispose of all ashes, rubbish, garbage, and any other waste in a clean and safe manner on a regular basis……Resident shall not perform any repairs, painting, wallpapering, carpeting, electrical changes or modifications to electrical appliances, or otherwise alter the Premises in any manner. USE AND OCCUPANCY. .  If any unauthorized person occupies the Premises for more than seven (7) days without Agent’s consent, such person shall be deemed an unauthorized occupant and shall be subject to Agent’s approval.  Any approval of any Occupant is in Agent’s sole and absolute discretion. 1.        ANIMALS – PETS. Resident’s bringing into or onto the premises or the community property, or the keeping or possession of any animal for any duration without Agent’s written consent shall constitute a substantial violation of this Lease.  Resident agrees that violation of this paragraph may result in the immediate termination by Agent of Resident’s right to possession of the premises upon three (3) days notice to quit with no right to cure, and subsequent eviction from the Premises.       [redacted] Community Manager The Pines Apartments [redacted]
[redacted]
[redacted]     CONFIDENTIALITY NOTICE: This electronic message contains information which may be legally confidential and/or privileged.  The information is intended solely for the individual or entity named above and access by anyone else is unauthorized.  If you are not the intended recipient, any disclosure, copying, distribution, or use of the contents of this information is prohibited and may be unlawful.  If you have received this electronic transmission in error, please reply immediately to the sender that you have received the message in error, and delete it.

The part that was needed for the leak had to be ordered by the contractor we used to do the repair.  Unfortunately it took longer for our contractor to receive it than what we had hoped for and that is something that is out of our control.   When you arrived home the drywall was being patched back up and [redacted] had gone to lunch, that is why tools were still there. As for the mice issue I will repeat what we emailed you before - We are working with Terminix to be able to eliminate the mice problem.  We have placed bait stations around the exterior of the building and traps in your apartment.  As evidenced by the pictures that you sent of the dead mice it appears they are working.  Unfortunately, there is not an instant solution to getting rid of mice.  We also need the cooperation of our residents to keep a clean home, a minimal amount of trash, and keep food in sealed containers.  Mice are foragers and they are looking for a source food.  Eliminating that source will help get rid the mice.  We are using a professional means of extermination and that is the best we can do. There is no black mold that was under your bathtub. It was exposed dirt around the drain pipe coming up from the foundation.  I would imagine that someone with the expertise in property management such as yourself would be able to distinguish dirt from mold.  If you feel that there is mold and you do not feel safe in your apartment you should exercise the remedy under the mold addendum from your lease agreement and immediately vacate the apartment. All of the repairs to your apartment have been completed to our satisfaction.  Please see the attached pictures. Tell us why here...