Village At General Grant

Initial Business Response /* (1000, 6, 2015/09/09) */
Contact Name and Title: [redacted] Admin. Asst.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gempm.com
September 4, XXXXX, 2015
Revdex.com Serving Eastern Missouri and Southern Illinois
211 N. Broadway, Ste. 2060
St....

Louis, MO XXXXX
RE: Case # [redacted]
Dear Revdex.com Dispute Resolution Department,
Thank you for giving us the opportunity to help resolve our resident's requests.
The first concern [redacted] mentions was [redacted] the electricians we contracted for an electrical upgrade, she walked in on while her apartments outlets, fixtures, and switches were being rewired with an alumicon adaptor versus straight copper wire. This contractor has a good standing with the Revdex.com and overall good reputation. Our office staff notified the residents of the upcoming work and what to expect and detailed the process. See attached example of letter. Once Ms. [redacted] brought her concerns to us, we were sincerely apologetic to her concern that the contractors broke a wheel from her bed frame, and directed her to [redacted] directly to make her claim. We also investigated the claim on our own and questioned aggressively the electricians who were on the job. They both had the same story that bed was not affected by their work, and had not been touched or moved. After this passed, [redacted] signed a renewal with us for another 12 months.
The next concern Ms. [redacted] mentions in her Revdex.com complaint is regarding someone entering her apartment and taking her protein powder and phone charger. She stated she had spoken to a specific neighbor and they mentioned seeing a maintenance man coming and going from the apartment. Again, this was taken very seriously. Immediately the key activity was pulled up on the computer and there were no listings of her key being removed. The neighbor was contacted to see if we could get a description and she said she had no idea what we were talking about. She had not spoken with [redacted] and had never seen maintenance coming or going from the apartment. Our Keytrak machine does not have the ability to print the logs, but I was able to show [redacted] the activity if she wanted to see it. This concern was also escalated to our home office where we were told we could change her locks, but as stated in the lease there is a $50.00 fee to change locks, and there was zero evidence to show that maintenance had been in her apartment.
The last mentioned concern was the plumbing backup June 29, 2015. Maintenance arrived and tried to fix the problem by snaking the drains, when unable to successfully remove the clog they called our Vendor [redacted]. After contacting the vendor, they placed maintenance tags on the upstairs apartment doors asking resident to not run water in their kitchen sink. The backup was only sink water and was absolutely not tied to a sewer line. Maintenance was there after the drain was cleared and helped to clean up the area affected. He states the backup stayed on the kitchen floor and never reached the carpet so there was no need for additional vendors to be called.
After that Ms. [redacted] made a complaint of crickets in her apartment. She was told she would be added to the exterminators list. The agent she spoke to admitted that she did forget to add [redacted] to the list. As soon as this was brought to our attention, Saturday, August 22nd, she was put on the exterminator list. We have a licensed exterminator scheduled to come out the first and third Friday of every month at no charge to the resident, they just need to request to be put on the list. The exterminator treated Ms. [redacted]'s apartment for roaches on Friday, September 4th. Ms. [redacted] focused mainly on the bug concern and never mentioned a smell within her apartment when speaking to her. With that knowledge we can schedule [redacted]'s Carpet to clean the carpet if it is a carpet concern, but again, not sure exactly where she is picking up a smell from. We will schedule with her a time to investigate that issue.
Attached, you will find an activity log documenting our conversations with Ms. [redacted] since she moved in 01/30/12. It includes details of our interaction with Ms. [redacted] while working with the [redacted] Electric. It also details our interaction with Ms. [redacted] regarding her concerns of someone entering her apartment as well as her most recent concerns regarding the plumbing issue.
We have also attached all work orders addressed during Ms. [redacted]'s residency. When dealing with emergencies situations we cannot always accommodate her request to be present during the time of completion of work order. Our lease addresses these type of situations.
"Right to Entry. Lessee hereby authorizes Lessor and/or Lessor's agents and representatives to enter the Apartment at all reasonable times, and in an emergency at any time, to make such repairs, alterations and inspections as may be deemed necessary by Lessor for the preservation of the Apartment or the building in which the Apartment is located. Notwithstanding the foregoing, Lessor shall not be required to make any repairs that Lessor deems to be unnecessary."
In conclusion, we have attempted to address all of Ms. [redacted] concerns in a timely, honorable manner. We will attempt to contact Ms. [redacted] to address her most recent concern of a smell within her apartment. Ms. [redacted] is welcome to a copy of her lease agreement, rent ledger and to look at the activity we have detailed regarding her apartment key. We also welcome the resident to call the police at anytime she feels our property or its employees are doing something illegal or without integrity.