U F A Petroleum Sales Agency

Complaint: [redacted] I am rejecting this response because: Some of the information that was uploaded and sent to you all isn't even mine It has another tenant's name on it and I have more work orders on file than that it's just not in their new systemRegards, [redacted]

Complaint: [redacted]
I am rejecting this response because: Some of the information that was uploaded and sent to you all isn't even mine? It has another tenant's name on it and I have more work orders on file than that it's just not in their new system.? Regards,
[redacted]

In response to the above complaint from Pamela [redacted] I have attached all the work orders we have on file and pest control invoices for your files.  As you can see we have responded to Ms. [redacted]'s request for her work orders and pest control.  We spray all units on a quarterly basis,...

plus do any additional sprays as requested on a weekly basis.  This complaint was issued two days before Hurricane Harvey and was sent to the old manager's email I am guessing.  We have completed all work orders we have on file for Ms. [redacted].  When pest control has been sent to her apartments for her roach infestation, they have found that she does not have a roach infestation every time they have been.  Tenant's are responsible for keeping a clean and tidy apartment in order to keep bugs away.  Once we were notified of the water stains, bubbles, and mold forming in bathrooms, we responded by repairing the problem areas.  As you know, mold can form in wet, damp areas in bathrooms and again, the tenant is responsible for keeping the area clean, and dry and use the bathroom exhaust vent to help with the moisture forming in those areas.Pest Control does not leave notices in tenants apartments when they spray.  Tenant's are sent a notice from our office on their quarterly sprays and any special request are always dealt with on the same day every week, and if the tenant requested a special treatment, they would be told the day it would be done.  She has said she doesn't believe pest control is spraying or baiting her apartment, but we have been shown on several occasions that they have in fact sprayed and baited her apartment as requested.We find the tenant request for her rent to be lowered totally opposite from her work order requests.  The tenant currently pays $1,094.00 for a three (3) bedroom apartment that is currently rented at $1,200.00 market rent, so she already pays $106.00 less than current market.  We want to keep a safe and clean environment for our tenants and strive to do so.  We are a complex of 250 apartments, so it does take time to respond to work orders.We hope this resolves the complaint issues against us by Ms. [redacted].Sincerely, [redacted]Waters Edge Apartments[redacted]

Tell us why here...I am responding to the complaint from [redacted] and [redacted]  We were first notified of a pest control problem on March 12, 2018 and had the unit put on the schedule for pest control on the 16th.  The unit was sprayed then.  According to our pest control company,...

they can not spray back to back weeks.  There must be a ten (10) day period in between sprays.  During this time our office scheduled a mandatory building inspection to see the condition of the other units in the building.  We walked a total of eight (8) units and found all units to be in clean condition except for two (2).  One of those units was occupied and the other was a vacant unit, but in clean condition except we did notice a few roaches in the kitchen area.  The occupied unit was told they needed to clean their unit up a bit.  We scheduled pest control to spray the vacant unit on March 20th.  Our complex sprays all apartments quarterly and does call backs as needed.  Before March 12th, their apartment had been sprayed on January 5, 2018.We at the same time we walked the tenants units and found it to be in descent condition.  They had moved everything out of their pantry area and had most of that stuff on the kitchen countertops.  While in the unit we were told that there was an area in the living room that they saw roaches coming from.  This was in the corner close to the utility room.  I proceeded to check the utility room at which time I discovered mold and mildew on the walls.  I asked them how long the utility room had been this way and was told they weren't sure, that they don't go in there very often.  They were told that mold & mildew issues should be reported to us immediately.  After finding this problem we proceeding to coordinate with the tenants to move their washer and dryer to repair the walls in their utility room.  The repairs took approximately a week to complete.  Sheet rock was removed and replaced during this time.During this time we scheduled a clean out of their apartment for pest control.  That was done on April 6th by our pest control company.  On Monday the 9th they were back in our office saying that they were still dealing with roaches.  At that time I told them they had to give it some time, that pest control states that they will see activity for several days after the treatment.  On May 5th they reported finding more mold or mildew in one of the bedrooms.  This was found after the resident had moved out of that bedroom.  We were able to get in and repair that area after a few attempts to gain access.  Unfortunately our maintenance staff can not work with appointment times since we never know what we could be working on or what can come up during the day.A letter was delivered to my office on April 9th regarding their issues and the mold that was found in their apartment.  They asked to be released from their lease because of these issues.  I told them that we have responded and to their issues in a timely manner and have taken care of their mold & mildew issue and pest control, and this was not a reason that would release them from their lease responsibilities.  I did offer to find and move them into another unit to finish out their lease.Our maintenance staff went back on several occasions, but was unable to enter because of dog loose in apartment.  A week later we went in to clean the small area or mold & mildew in the corner of the living room.  They called us back and told us it had reappeared, so we went in and replaced the base board in that area that was affected.We follow all TAA lease requirements with all residents.  The residents lease ends on June 30, 2018.  We will not be waiving their request for early termination at this time.  Thank you,[redacted]Property Manager