Vineyards The

Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: *** *** Area Supervi
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
I spoke with Ms*** on a couple of occasions regarding her complaints regarding the apartment and the community that she
resided inShe said that the problems started as soon as she moved in, yet she lived there for four yearsWhy would someone stay someplace if it was that bad
I researched work orders and every work order that was created was completed in no more than daysSince this goes back over four years, I cannot possibly say that there was never a mistake made and maybe someone forgot to write up a service request after she called it inIt could have happenedIf that did happen, if she called again, I show that maintenance always came out quickly
She did live there for four years and the apartment community was built probably over years ago so there will be things that go wrongI cannot prevent that from happeningAs in any business we always try to repair a problem firstIt doesn't mean that problem will not occur again or that something else may have gone wrongOver the last few years we have had some very hot summers and people used their air conditioners a lot and the machines worded hard to get the apartment cool
None of the items mentioned would stop Ms*** from cleaning her apartment when she leftShe was charged for the items that were not cleanedShe personally told me on the phone that she felt she didn't have to clean the apartment because she had maintenance issues when she lived there
Ms*** also did not return her pool pass or her parking passThese items do cost money to replace and she was charged for these items also
I personally reviewed the charges that were assessed to her upon her vacating the apartment and feel they were accurate

Initial Business Response /* (1000, 6, 2015/07/16) */
Contact Name and Title: *** *** VP Property M
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
The lease dates were revised from month term to month term and complainant is only responsible through the month term
We cannot change leaseholders on the lease or relieve her of her responsibility to the lease contract
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
The problem was resolved as of today, you may close this case now

Complaint: [redacted]
I am rejecting this response because The...

Vineyards has not handled the mice infestation in a timely or professional fashion.  As you can see from the attached photo and notes I have taken throughout the problem, there are several mice.  One mouse does not leave the amount of droppings I have had to clean on a daily basis, nor the amount in the photos attached.  The mice clearly had time to breed in the walls in order to leave the amount of droppings as noted.  Also, the management's solution to caulk to holes is absurd because the mice are still in the walls and should have all been killed before sealing a hole in the wall.  I hear the mice scratching inside the walls daily.  As I also noted in my notes, attached management allowed poison to come into my apartment where my cat was able to gain access and nearly died.  Had someone from the leasing office taken the matter seriously within a matter of two days after the mice first made their appearance, they may not have had a chance to breed and remain in the walls today.  If you also see in my notes, this is a problem they were clearly aware of before renting the apartment to me.
Sincerely,
[redacted]

We have had an exterminator out twice to try to resolve the issue. There is not a mice infestation, we did find one. We put bait in the walls. We are working to resolve the complaint and have done everything we can do at this point.