The Timbers

Fairfield Residential LLC recently took over property management at this complex and with that came a new manager and regionalThings have gone progressively downhill since their acquisition of the propertyMy family was set to move from a bedroom unit to a bedroom unit on 1/17/2014, but at 4pm on 1/16/we received a call from the property manager that the tenants in the new unit failed to move outI'm certain that they knew this prior to 4pm the day before we were supposed to move in, but we were forced to scramble to cancel movers, insurance, mail forwarding, etcThe manager failed to follow up with us as promised and we got the regional officer involvedShe disclosed that the property was trashed and they would need at least weeks to replace the carpeting and make all the necessary repairsNo offer for assistance or compensation was made, just excuses as to why this wasn't their faultI had to fight tooth and nail for compensation for the additional expenses our family would incur as a result of their incompentence
weeks, yes, weeks later we were finally given keys to the new apartment only to find that it was filthy and that the carpet was never replaced and animal pee was still visible and the vinyl flooring was covered in cigarette burns and other unidentifiable substancesWe demanded that new carpet be installed which did happen the next morning while our movers were trying to unload and the vinyl flooring was replaced later in the weekNo other repairs could be made, including a ripped screen door, because it's "not in the budget"Since then multiple repairs have had to be made that they can't claim are outside the budgetThis includes a new washing machine which was clearly requested by maintenance prior to our move in (they accidentally left their internal walk through document on the premises)It should also be noted that it took weeks to get a working mailbox key
When we signed our lease on 2/14/we were told that the paperwork for our remaining refunds would be sent to the corporate office on 2/18/and that the refunds would be received within a monthOver one month later we inquired about the status and were told that the requests were just sent out a day or prior and we would receive the refund in about a monthSo they didn't even request it until after we should have received itAgain, not even a minor attempt to make it rightA week later I stopped by to pick up a package and in passing was told by another employee that corporate just received their request for the refund which indicates that again we had been mislead
The most recent straw was when the heating and air conditioning stopped functioningWe received no response to the work order so when the on call maintenance man came to look at our leaking ceiling (no kidding) we asked about thatHe told us we should check our filter to see if that's the issueIsn't that his job? And, that might slow air flow, but it doesn't account for no heat or ac2+ weeks later I request a status from the managerMy husband followed up to stress the urgency since this is allergy season and our year old is prone to respiratory infections as a result of allergiesThe manager response
"In regards to your medical concerns are you able to forward me a note from your physician so we can keep this on file as well as inform maintenance so they are aware to make any HVAC concerns that come in are addressed in a timely fashion."
I am not making that upAs if all repairs shouldn't be made in a timely fashionAnd there is nothing timely about 2+ weeks
I am tired of the lies, complete lack of customer service, and laziness at the local and regional levelMy request for contact from the corporate office has also been ignored

The Timbers is now managed by*** This acquisition took place on 2/7/2013, well after the complaintant lived hereUnfortunately, we did not take on any of the previous debts owed to the previous management company, which would include the complaintant's final account
The complaint from would have been here while under the management company of *** They can be contacted at *** ** *** *** *** ***,***, and their contact number is *-***-***-*** They would have turned over the complaintant's final balance to*** They can be contacted via phone at*-***-***-***.Because we did not acquire any of the debts owed to***, we are unfortunately unable to negate any charges assessed to the complaintant; he/she would have to contact *** *** directly.Thank you for your time,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Eric ***

Fairfield Residential LLC recently took over property management at this complex and with that came a new manager and regional. Things have gone progressively downhill since their acquisition of the property. My family was set to move from a 2 bedroom unit to a 3 bedroom unit on 1/17/2014, but at 4pm on 1/16/2014 we received a call from the property manager that the tenants in the new unit failed to move out. I'm certain that they knew this prior to 4pm the day before we were supposed to move in, but we were forced to scramble to cancel movers, insurance, mail forwarding, etc. The manager failed to follow up with us as promised and we got the regional officer involved. She disclosed that the property was trashed and they would need at least 2 weeks to replace the carpeting and make all the necessary repairs. No offer for assistance or compensation was made, just excuses as to why this wasn't their fault. I had to fight tooth and nail for compensation for the additional expenses our family would incur as a result of their incompentence.

5 weeks, yes, 5 weeks later we were finally given keys to the new apartment only to find that it was filthy and that the carpet was never replaced and animal pee was still visible and the vinyl flooring was covered in cigarette burns and other unidentifiable substances. We demanded that new carpet be installed which did happen the next morning while our movers were trying to unload and the vinyl flooring was replaced later in the week. No other repairs could be made, including a ripped screen door, because it's "not in the budget". Since then multiple repairs have had to be made that they can't claim are outside the budget. This includes a new washing machine which was clearly requested by maintenance prior to our move in (they accidentally left their internal walk through document on the premises). It should also be noted that it took 2 weeks to get a working mailbox key.

When we signed our lease on 2/14/14 we were told that the paperwork for our remaining refunds would be sent to the corporate office on 2/18/14 and that the refunds would be received within a month. Over one month later we inquired about the status and were told that the requests were just sent out a day or 2 prior and we would receive the refund in about a month. So they didn't even request it until after we should have received it. Again, not even a minor attempt to make it right. A week later I stopped by to pick up a package and in passing was told by another employee that corporate just received their request for the refund which indicates that again we had been mislead.

The most recent straw was when the heating and air conditioning stopped functioning. We received no response to the work order so when the on call maintenance man came to look at our leaking ceiling (no kidding) we asked about that. He told us we should check our filter to see if that's the issue. Isn't that his job? And, that might slow air flow, but it doesn't account for no heat or ac. 2+ weeks later I request a status from the manager. My husband followed up to stress the urgency since this is allergy season and our 5 year old is prone to respiratory infections as a result of allergies. The manager response...

"In regards to your medical concerns are you able to forward me a note from your physician so we can keep this on file as well as inform maintenance so they are aware to make any HVAC concerns that come in are addressed in a timely fashion."

I am not making that up. As if all repairs shouldn't be made in a timely fashion. And there is nothing timely about 2+ weeks.

I am tired of the lies, complete lack of customer service, and laziness at the local and regional level. My request for contact from the corporate office has also been ignored.

Review: I lived in The Timbers only four months before purchasing a new home. A month or so AFTER I moved out of The Timbers, they sent me a bill for $2234.42. The bill stated that my apartment was infested with fleas and as a result, they had to replace ALL of the carpet. I find this preposterous.

While I had a cat, my cat lived indoors and never had fleas. I would never subject my 3 year old son, myself or even my cat to flea infestation. Further, The Timbers never contacted me to tell me and prove that there were fleas in the apartment I occupied. If they had, I would have contacted an exterminator to the tune of $150. It is absolutely ridiculous and unethical to state that they had to replace all of the carpeting IF there had been fleas. An exterminator simply sprays the carpet area.

I attempted to contact the corporate offices of The Timbers explaining all of this, AND asking why they didn't contact me immediately to provide both the evidence of fleas, why they didn't contact an exterminator and why they never sent me any documentation to support this absurd claim. They NEVER responded, but instead, sent the bill to a collection agency which is now listed on my credit report. This is shear extortion in my opinion and has negatively impacted my credit score.

Further, in the four months that I lived in The Timbers, there were a plethora of problems. On move in day the apartment was absolutely filthy and the walls were dirty and had obviously not been painted. The counter in the kitchen had cigarette burns and was falling down, and I discovered a roach nest in the bathroom. Two months after I moved in water began leaking from the apartment above and I called several times to have maintenance come fix the problem. It took them so long to do so that my apartment developed mold. Also, I had to call the police 4 times due to the noise coming from the apartment above me in the middle of the night. Each time the police discovered anywhere between 7-10 children under the age of 13 left alone by themselves. Additionally the one time I went to the pool with my 3 year old son there were many teenagers who were smoking, drinking and using profanity repeatedly. I felt like I was living in section 8 housing.Desired Settlement: I would like for The Timbers to remove the negative credit judgment immediately.

Business

Response:

The Timbers is now managed by[redacted]. This acquisition took place on 2/7/2013, well after the complaintant lived here. Unfortunately, we did not take on any of the previous debts owed to the previous management company, which would include the complaintant's final account. The complaint from 2010 would have been here while under the management company of [redacted]. They can be contacted at [redacted], and their contact number is *-[redacted]. They would have turned over the complaintant's final balance to[redacted]. They can be contacted via phone at*-[redacted].Because we did not acquire any of the debts owed to[redacted], we are unfortunately unable to negate any charges assessed to the complaintant; he/she would have to contact [redacted] directly.Thank you for your time,[redacted]

Review: Subject: RE: 2018 D Move Out Inspection - [redacted]: Fri, 13 Sep 2013 12:36:24 -0500From: [redacted] Mr. [redacted] I have attached your resident ledger for your review. Please note at the bottom that the charges of $20.00 for stains and $32.84 for one day of rent will be backed out. I unfortunately cannot back it out myself so I have entered a support ticket to have this done for me. Starting with your security deposit:$259 deposit paid-$41.77 for June water service (charged 8/1/13 unpaid)__________$217.23 total refund due $217.23- refund due-$164.39- refund already paid______________$52.84 remaining refund due I see where you had already paid the Final water billing however if you look at your charges for water service billed, your Final water was not charged prior to 8/1/13. Your payment on 7/29/13 took care of the 8/1/13 charge for the Final water bill. After backing out the 2 charges that effectively put your refund back up to $217.23 in which case you have already received $164.39. Once the IT department has backed out the original 2 charges for damages/rent due, I can then submit a payable request for the refund due of $52.84 totaling $217.23. I hope this helps as I know it can be confusing since the water billing is charged in arrears. I was only able to print a statement of your account back to 01/31/13, as with the new management transition I do not have access to the statements from prior to 01/31/13. Thank you for your patience and I apologize for the error.Desired Settlement: From 7/2012 to 7/2013 maintenance was practically non-existent. I had a front door that wouldn't lock properly. I let them know my apartment had a leak that was forming mold. Not only did they not respond, they tried to charge me for the mold stain when I moved out! I scheduled an inspection walk-thru with them and the maintenance man never showed up. See email from Apartment [redacted]. Last communication was on 9/13/2013. ENTIRE DEPOSIT REFUND REQUESTED.

Business

Response:

Ms. [redacted]

I am in receipt of the complaint that was placed against the Timbers by a former resident. Prior to receiving the complaint letter from the Revdex.com, I was notified that the resident had contacted our corporate office inquiring about the charges he was disputing. I researched the claim and discovered that, in fact, there were two charges that were entered in error. I immediately submitted the paperwork necessary to refund those charges to the former resident. I also contacted the resident to update him on the resolution.

I received the letter from the Revdex.com after the former resident and I had spoken. I will continue to stay in touch with him until he has received the refund due. We work diligently at The Timbers to ensure that our refunds are accurate and processed in a timely manner, and we regret that this situation occurred.

Please feel free to contact me at any time should you have any further questions or concerns.

Thank you

Respectfully,

Lease, pay rent and schedule maintenance online[redacted]

experience the fairfield difference

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mrs. [redacted] has misrespresented herself and [redacted], again. She has promised the return of my security deposit and to follow up with me. She hasn't. I gave ample amount of time for Ms [redacted] to refund my security deposit. I moved out of the Timbers on July 26th of 2013. I sent a final demand for payment on 10/23/2013 (a copy of the email and her response is attached below).

I have wasted enough of my time trying to recover my security deposit. In my view, if [redacted] wasn't my former property manager this would be considered theft. At this point, I will be filing a small claims action in the County of [redacted] to recover my security deposit and any judgements the court may consider for punitive damages.

Thank you for your attempt to correct this issue.

Please let me know if you require any additional information from me.

Thank you,

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