United Apartment Group

I am a resident of United Apartment Group Property Riverside Park in West Memphis AR. I have been a resident for 5 years but here lately the last couple of years especially this recent year the maintenance and up keeping of the property has gone downhill tremendously. I have had maintenance requests in for 3 months and have been calling following up and it is always some lame excuse of why the request has not been fulfilled. On top of that the property has one dumpster for the entire complex, trash always overflowing you would think we would get at least another dumpster, no they rather let the property look a disgrace. Also, the older apartments need upgrades the rent keep going up, but the apartments are still outdated. God forbid if you ask them to paint or anything to refresh them you will be waiting. I am a quiet resident, and I don't cause any nuisances and love the apartment I am in, but if I am paying a $1000 a month, I surely should be able to get my maintenance issues addressed. This is really ridiculous 3 months for a maintenance request.

October 5, Dear Mr [redacted] , I have received your concerns and offer the following response to the issues that you have raised: The chart below represents the information provided from the CPS Energy bills for your apartment Billing Period Days in Cycle Amount Daily Rate 6/4-7/$$7/7-8/$$8/4-9/$$ According to our records the following measures were taken to address your service requests regarding your HVAC: The air filter was changed and freon was addedA wire was found to be disconnected on 8/and was replacedAfter additional service requests for the AC were received, a new unit was ordered for your apartmentUpon inspection of the new unit purchased from [redacted] , the unit was damaged and could not be installedAt this point maintenance provided a portable AC unit for your useThe new unit arrived and was installed two days later on 8/ Shortly after installation the unit was found to be frozen which typically happens when the interior temperature is set below manufacturers recommended settings which causes the freon to freeze on the exterior unitAt that time the unit needed to thaw out in order to perform any other serviceThe interior coil and blower motor were replaced on 8/The interior temperature was tested from the point of entry at the vent and the meter registered degrees The CPS bills listed above track within the limits for the season for the type of unit that you reside inIt would be helpful for comparison to view the bills for the same period in so that we can review and adjust for rate increases imposed by CPS and determine a true variableCan you provide to assist in this review for consideration? It is not typical that we would purchase a window unit from a resident as we have portable units on handThe manager was not aware that this was needed for your apartment as the temp readings were when tested at each service requestDid you try to return the window unit within the Return Policy stated on the receipt of 9/30/16? Please advise if you can provide the CPS bills from the prior year in order for me to reviewI would like to assist you in this matter Best Regards, [redacted] Community Manager

Ms [redacted] ’s unit leak was addressed and the property offered a significant concession and transfer to her at the time Ms [redacted] accepted and transferred into the new unit We regret that Ms [redacted] wasn’t satisfied with our response times but feel that we addressed her complaint as property managers

Mr [redacted] , Upon visiting [redacted] leasing office looking for an apartment for you and your son, one of our Leasing specialist [redacted] assisted you with the information you were requesting which was an AModified apartment homeMiss [redacted] discussed the details of renting the apartment and the application criteria as wellYou dropped off your payment to apply for the unit and later applied online on Thursday October Another one of our Leasing Specialist’s called you and notified you of the denial of the application due to multiple evictions on your rental historyOn the back of the application you agreed to the following by signing the application: 3.Application Deposit (may or may not be refundable)In addition to any application fee, you have delivered to our representative an application deposit in the amount indicated in paragraph The application deposit is not a security deposit, but it will be credited toward the required security deposit when the Lease Contract has been signed by all parties; OR it will be refunded under paragraph if you are not approved; OR it will be retained by us as liquidated damages if you fail to sign or attempt to withdraw under paragraph or 7, if you fail to answer any question, or if you give information Your application indicated that you did not have any prior eviction history, which would be falsifying your application Let us know if you have any more questions Thanks [redacted] Property Manager [redacted] ** ¦Dallas ¦ Texas ¦Office | [redacted] Fax | [redacted]

Dear [redacted] :Re: Revdex.com Complaint: (Customer Services Issues) We are aware of thewater leak issues that you have been experiencing in your apartment homeOnnumerous occasions our maintenance staff has worked diligently to repairseveral areas of concernOur immediate attention to your service request,along with an after hour carpet company performing wet carpet extractions andtreatmentsWe are actively working with a Roofing Construction Company to do the repairsto the exterior of your apartment buildingThe proposal for the repairs havebeen submitted and approved, so therefore the repairs are scheduled to beginbefore or on June 3, [redacted] residents such as you make our community a wonderful place to call home.We certainly value you as a resident and hope that you will stay with us andgive us the opportunity to repair the issues.Again we truly apologize for any inconvenience this may have caused thereforewe would like to offer you an inconvenience concession of $off of June'srentIt is always a pleasure serving you! Sincerely, [redacted] Community Manager [redacted] @uaginc.com [redacted]

Complaint: [redacted] I am rejecting this response because: The repair man took the temperatureOf the air coming out the vent with an inferred thermometer, both he and I observed the display of the inferred thermometer witch read degreesThe building manager however, stated that the temperature coming out the vent was degrees, which is not trueRather than properly repairing the air conditioning we were issued a portable air conditioning unit, which only worked for a dayDespite of all attempts at properly adjusting the temperature of the unit so it would blow out cold air, there was more worm air then cold air coming outIn an attempt to overcome the stifling heat, I purchased a window air conditioning unit so that my children would not have to live in a hot apartment that we pay close to a month witch is spouse to include a properly working air conditioningWhen I requested to be reimburse for that purchaseBuilding management refusedFurthermore, there has been construction projects taking place to expand the apartment complexAs a result, nails used in the constructions have been carelessly drop though out the property including the parking lotThus, I have incurred about in repairs to my vehicles tires, which receipts and corresponding paper work have been personally giving to building managementI have followed up with this issue to see if they would address matter, but I have been meet with about weeks’ worth of “THE RUN AROUND”These delay tactics are indicative of the type service I am paying for on the monthly basis Regards, [redacted]

***, Seems this has been resolvedNot sure what to do next

Tell usGood afternoon MrGorman, I’m sorry you’re having a hard time getting answers and unsure why the current property manager didn’t help you with thisI was able to go into our historical data to find your final ledger done in SeptemberThe charges applied to your account exceeded your deposit from what I can see on the 3rd page of the attached ledgerThese charges were applied by the current management teamIt also shows there is a $balance due to the propertyThe 4th page shows the addresses of your old apartment is where any notifications would have gone The attached is all I have for your account but your entire file should still be at the property in storage why here

Complaint: [redacted] I am rejecting this response because: My response is an attachment with a previous letter I gave them and other reviews that are very similar to mineThank you Revdex.com for your continued service to the general public Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meTo whom this may concern, my No Hot Water issue was resolved yesterday eveningI thank you all for you courteousness, knowledge, kindness, professionalism, motivation, management skills and caring attitudesI'm happy and satisfied, even my facilities are jumping for joy May God continue to bless you, your colleagues and wonderful family membersHave a great day Revdex.com Regards, [redacted]

[redacted] San Antonio, Texas May 25, Dear Mrs [redacted] , Per our conversation I am reviewing the service requests that you experienced prior to my involvement with the community on May 1, I do understand your frustration regarding maintenance issues during your residency at Villas de la Cascada Per the documentation that I have available you moved in initially on January 2, and signed a renewal on January 2, for the lease term of January 1, and ending January 1, Per the lease agreement there is no provision to terminate the lease prior to the expiration dateHowever, as a courtesy management has agreed to accept a 60-day written notice to vacate, which is the required notice period per the lease in paragraph #on the first page of the lease, and payment of the reletting fee (not to exceed 85% of the monthly rent amount), totaling $This fee is outlines in paragraph #on the first page of the leaseAttached is a copy of the work order that you filed with our office in which you signed as completecan be found in paragraph #and #on the first page of the lease agreementoption to buy-out of the lease termAs discussed, I reviewed the maintenance file for your apartment and did not find any written communication from you in regards to maintenance issues in your apartmentI also pulled the maintenance file and did not find any service requests there eitherPlease provide copies of service requests that would have been left in your apartment at the time service was rendered for reviewI am not aware of any other items in need of attentionI look forward to reviewing your records to assist in the resolution of this matter Best Regards, [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas [redacted]

Complaint: [redacted] I am rejecting this response because:My position remains the same [redacted] was emailed my forwarding address on February 1, I also included in the email exactly why I forwarded the email to her instead of to Lydia Jordan at the property level It continues to be pointless to relay procedure in April when UAG had ample opportunity to make it clear how I was to exit the property Both letters (attached) about me vacating the unit did not include a process/procedure But management did ask for an additional four dollar payment since I miscalculated the amount (rent receipts attached) instead of allowing that amount to be deducted from the deposit That kind of pettiness and unprofessionalism is the mentality versus one that would have thought to explain the process when I made the last month payment Unit # [redacted] and the keys were made available on January 29, The deposit could have been forwarded or mailed to the [redacted] address on February 1, Finding a reason to withhold the deposit is retaliation for having made contact with MS Home Corporation and written documentation regarding the living conditions at [redacted] Apartments UAG could not at this point forward the deposit to the forwarding address it already has without admitting that the address was given in February If the decision to mail the deposit to the address at [redacted] in March 2015, then the same decision could have been made the previous month Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me But I would also like to bring it to the office staff's attention that we in fact did provide the leasing office with a repair inventory upon our move-inIt was typed up and given to Deon who made a copy and even signed it before making a copy of it to keep in our fileI also have the original at home that we can bring by the office at some point We understand that at times it can be difficult to run an entire complex, we just feel that both of the major issues addressed in our complaint should've/could've been dealt with much quickerEspecially since (with the exception of Tuesday, when I left work early to make sure I was home before 5) there was always someone in the apartment so that [redacted] and [redacted] could try to resolve the issue Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] [redacted] Villas De Serenada are the name of the apartments I applied at I returned a call from United Group I got voicemail

Complaint: [redacted] I am rejecting the business response because: What ms [redacted] stated is not truthfulShe stated I had not put in a written work order for the mailbox till July but she did not state that July was the day I finally received my key for the mailbox which I immediately went to check my mail because I hadn't been able to before when I did the lock on the box was broken I went back and let [redacted] know so before they had not given me a key As far as my mail being delivered somewhere else yes I did inform them every month she are now trying to blame it on the [redacted] but all my other mail was being returned to sender the only mail of mine that was put in another perons mail box were conveniently Avistars bill statements and I spoke to [redacted] in the office about this every month because it continued even after I received my mailbox keyTo address the maintenance request for the fridge , the a/c the leaks the disposal were all reported to [redacted] several times but not at the same time the complaints were made in June because that's when the issues inside started its very unfortunate that [redacted] would lie to cover not doing her job I did make maintenance request several times with her and I did in fact stop her on property while she was showing an apt in my squareThe call I made on August was to let it be know that I would be contacting the Revdex.com as well as corporate office and whomever else I needed to bring attention to what they were doing because it was wrong and my patients had ran out I requested all my maintenance request that I submitted on the website and [redacted] said they were not available and instead came over with maintenanceWhen she came she immediately asked why I had the refrigerator drawers on my porch because it was an eye sore I told her because I have to bleach the maggots and smell our of the fridge everyday because they wouldn't come fix it and it gets worse every day at this time the frezzer was barley staying cool enough to keep things partially frozen at the top as seen in the picture and the bottom of the fridge was empty so she never had to tell to clean anything I was doing that myself alreadyThey then had it looked at and replaced by the 7th of AugustAnd as stated my first maintenance request for the fridge was submitted in JuneThe leaks were not fixed on Aug they fixed them on the 7th of August I was there packing while he was sawing the patches and replacing the ceiling because I had received notice on the door to be out by midnight on the 8th of August because again I was not paying rent till they fixed the issues but instead they evicted me and fixed them for the next tenantsThe time the caps was off I was on a cruise in mexico with my kids and were not going to need the services as soon as I returned they were reconnected [redacted] also stated [redacted] came in and told her I couldn't stay because I did not have a job which is not true I'm employed then and now by lyft I work and go to school I'm very proud of that and [redacted] shouldn't belittle my character to save herself I can also provide employment verification for my job before lyft at afniBut then right after she said [redacted] told her I couldn't stay because I was incarnated [redacted] can't get her story straight [redacted] also stated [redacted] told her I was going to lie and that is not true in fact when I showed [redacted] the message that she was mentioned in she was very upset and requested a copy to file her own complaint because she said that's unlawful for her to be mentioned and lied on when she has not even spoken to ms [redacted] her only involvement was referring me to the church that help with a payment when I told her I was no longer going to pay to live in those conditions and she also helped me take pictures to show the health and safety hazards because she also felt I was getting taken advantage of so she has in fact email corporate on her own behalf Regards, Rhonda Giles

Complaint: [redacted] I am rejecting this response because: There is no paper trail of any complaints because the office personnel was incompetent and severely lacked customer serviceI complained verbally in person and over the phone numerous times and it is not your procedure to give copies of every work order that is written up or placed in the systemThe work orders would take anywhere from 3-months to be completed and this issue is only one of the many issues that is the cause of my moving outOther issues have been the customer service and unwillingness from management to help assist tenants and the water constantly being turned offI understand that the water issue is out of your control but I expect fairness and willingness to compensate for the HUGE inconvenience of everything that has happenedNot having hot water for 3wks and having an electoral shortage for more than months and numerous other issues did occur when your company was in charge which means that those were your employees so instead of fighting me on this, as a manager you should take responsibility for how this property is being ran and at least TRY to salvage the name of the company because I guarantee you that I this point there is nothing good to say and if it's a petition you or the owner need I can definitely get that going.Also, a water pipe was just busted today yet againNO WATER Regards, [redacted]

[redacted] , I have attached several of our service request, notes wereadded at the time that your request was completed The request havebeen addressed when it was possible for us to enter your apartment since you dohave dogs that are an aggressive breed (pit bulls) which we do notallow We will resolve all service request provided that we areable to enter the apartment safelyThe air condition issue, the temperature out side does haveto be a little warmer to be able to stabilize the Freon levels in thesystem I have reviewed all our calls that were received through theanswering service There is NO phone call that was received since ourservice does recorded all calls coming in & the # from they are comingfromThe dishwasher issue it was replaced in May Sinceyou are having an issue with it again I will have the maintenance repairit I will have our pest control company visit your apartment onFriday Dec 5,so we can take care of the pest issue you areexperiencing Your pets MUST be contained so we may enter the apartmentSan Antonio Police Dept- is providing me with the casenumber of the assault- after speaking with a Det he states that itwas someone that you were familiar with Damages, per the lease agreement that you have signedparagraph # you are responsible for any damages that may occur to yourapartment I am willing to draw up a payment agreement to pay forthe damagesAlso just a quick note we are not allowed to take service requestor discuss any account information- from non-residentsPlease contact the office at [redacted] should you have anyquestions, Aurora

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Hello, Please withdraw complaint # [redacted] It has been resolved Thank you [redacted] ***

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Interesting that after I also filled a police report the pool was oppened the next day Nobody answer their coorporate number, the police never advise me to not come to the office but to call them since you work for the teenants and you cant curse and yell at your customers when they have questions, the police told me to call them whenever I wanted to go back to the office if I have any question, I have the report paper work, I called them as well if you did not see two cars outsideSince the pool is now open we dont have an issue, I just font wanna pay gor a pool full of whate that you can't use it

[redacted] ,Hope you are having a Wonderful DayLet’s start with the amount that was sent to collectionsMy assistant mailed you a Final Account Statement on January 19, We did not hear from you to answer any questions you might have had regarding the chargesMy assistant emailed you a friendly reminder regarding your balance on July 28, 2016, before your file was sent to collectionsThe statement included charges for your final utilities & additional charges for cleaning, carpet cleaning, replacement of a blind etcPlease see the attached itemized Final Account Statement for a list of the chargesI have also attached the pictures that my assistant had taken.As far as the disturbance call regarding your neighbors, the office staff is not on property in the eveningWe have a courtesy patrol that comes out to the propertyIf a resident has a concern they can contact our leasing office at [redacted] option [redacted] is for courtesy patrol I notified our courtesy officer when you had contacted our office regarding the domestic violence occurring in your buildingHe made contact with you & gave you his contact information for you to reach out to him if you had any further concernsI feel that we handled the situation the best way that we could by notifying our courtesy patrol & them making contact with you to ensure you had his direct contact information for any further concernsHe nor I heard from you after you were provided with his direct contact information for any other disturbancesPlease feel free to contact us if you have any additional questions.Best Regards, [redacted] Community Manager