Whispering Lake Apartments

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @middiv.com This resident came to my office with a friend and complained that the electric bill was almost $300, the resident asked for compensation and it was because the air conditioning wouldn't shut offI explained to the resident that unfortunately we would not be able to compensate the rent for something we were unaware that was malfunctioningAs soon as we were aware, we fixed the air conditioning issueThe Property Manager explained that it is the responsibility of the resident to report any malfunctions in the apartmentAlso, before the resident moved in the apartment was inspected by the City of Blackjack and passed inspection, the resident was also given an inventory and condition form to fill out upon move in to note any issues or malfunctions in the apartment after move inThere was nothing noted about the a/c on the form, in fact there was only one item noted on the form altogetherAs far as the sink is concerned, on 9/28/the issue of the bathroom sink not draining and leaking was report, maintenance went to the apartment and fixed the issueOn 10/there was a report of a hole under the sink that needed filled, that was taken care ofThen on 10/there was a report of a leak in the bath sink that happened againMaintenance came right over and determined that the sink was cracked and we would have to order a new sink topThe resident was informedOn 10/15/the sink top was installed We do apologize for any inconveniences the resident may have encountered Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) For something to not be done about a faulty ac untit that should have been inspected once we moved in is not my fault., if your inspection showed that everything was up to date and working properly how would you over look the ac unitIt's just so happen it breaks during the time we move inIf we kelp our thermostat between 62-how would we know it's broken if it never got to cold or to hot in the houseAnd speaking of the bathroom sink if on September 28,2015, October 1, and 10th the maintenance knew that the sink was leaking why would did they keep patching it up? That doesn't make sence you would think they would've fixed the issue the first time considering they informed us about is each time they came over that we had a crack in the sinkAnd no as of Oct 15,4:pm my sink was completely removed because the maintence said they have to order a part.so no it's still not fixed

Clarification Pictures were sent via email

[redacted] was not the lease holder of the property that was rented at Whispering Lake Apartments She was an occupant The reason the lease holder received the day notice to vacate is due to one of the other occupants shooting off a firearm in the parking lot of the apartment community As told to Ms [redacted] there will be no adjustments to the charges We have pictures and back up of all charges Keys were not received by the office until 10/31/which the rent was paid up too Standard operating procedures are keys are to be turned into the office and not put in an unsecured area Unfortunately we can not make concessions for one person and then not all others Ms [redacted] was never harassed by the leasing office, she was only contacted when she was violating the lease agreement or needed to be contacted for a work order

As stated previously Whispering Lake will not be adjusting any charges on the move out statement

First and foremost the Whispering Lake Staff apologize for any inconveniences that the resident has had during their time at Whispering Lake Apartments The resident expressed some concerns after moving in and the majority of the concerns were addressed by maintenance immediately The Property Manager and Maintenance Supervisor went to the residents home and walked through all the residents concerns and informed him that his concerns would be handled and he would be informed of the work performed The resident seemed satisfied with those terms The carpet was new when the resident moved in, and we informed the resident that we would contact the installer and he would be out the next day to make the repairs being requestedAs well at the tub, it was not noticed at the time of inspection But again, a contractor has been called out and will handle immediately We are and will be handling the residents request in a timely manner

As discussed with Ms [redacted] a couple times, we are currently working on getting bids from insulation contractors to possibly help with Ms***'s request We are projecting to have a plan in place within the next days if not sooner The side walk in reference has been addressed however the rock and mulch has washed away with the severe thunderstorms we have had recently and the area is on a hill We will need dry conditions in order to fill the area with concrete which will be a more permanent solution In the event of more severe weather we will remove the debris from the sidewalk as we have beenIn reference to the roof/wall I will have a maintenance staff member address that as soon as possible as long as the conditions are safe

I am unable to upload photos, but would be happy to send them to the Revdex.com via email Whispering Lake will not be reducing any of the chargesThe charges are reasonable and are the same charges we use for all move out

Complaint: ***
I am rejecting this response because: They have grossly overcharged me for the minor damagesThey have been rude and uncooperativeThey now have a collections agency harassing me and speaking to me rudely and unprofessionallyWhispering Lake is not being honest
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:In no way, shape, fashion or form did living in the apartment amount to that exaggerated amount of fees for taking out the trash, cleaning a sliding glass door off that had washable window marker and crayons drawings on it, wall decals removal that just needed to be repainted (which you all would do anyway), and a whole in the living room wallThe damages that were on the balcony came from the wood decaying that a constantly begged you all to fix along with the bathroom door that constantly scraped my arms and legs and gave me splinters because you all were too lazy to come and simply sand it down the numerous times I asked you to do soThe screen door would not stay on the hinges! When was the last time you all made repairs to the balcony and door? Exactly! Grow up *** and admit to your wrongs! And you think taking the foil out of the oven amounts to hundreds of dollars of expenses for cleanup? Grow up! You gave us days to move out the apartment! I had days to pack up my whole life while raising my children, working two jobs, going to school, volunteering, and escaping a man that tried to murder me! You are inconsiderate and a disgusting human being! I want my money back and you should be ashamed of yourself for the manner in which you went about the whole ordeal! Not once did you check on me to see if I was okay! Not once did you ask me if I was safe! Not once did you ask me if moving to another unit to get away from that one would help me in anyway! But I am not surprised because you never checked on me when the cabinets crashed down on my face and body! Also, every single payment made for the apartment came out of an account that belonged solely to *** ***So all refunds will be made payable to the account that the funds were withdrawn from.I will you $for the damages to the apartment but the outrageous and excessive fees are ridiculous! As I also stated previously, the harassment from *** and her minions ensued because of the cabinets falling on me! They did everything in their power to harass me after that incident
Sincerely,
*** ***

Whispering Lake Apartments has addressed every request by Ms*** when brought to our attention in a timely mannerThe first call came in on 12/10/16, Ms*** complained that the heat worked however it only worked in the ON position. Maintenance went to her apartment on-call and
made a minor repair to the furnaceMs*** called again on 12/13/13, stating the same issue. Maintenance replaced the thermostatOn 12/22/16, Ms*** called the office and spoke with the Property Manager about her issue and the heat not working in the Auto Position, maintenance went over immediately and the found the heat to be working and in the Auto position. There was nothing wrong with the heat when we went to the apartmentOn 12/23/16, Ms*** called the on-call maintenance and they went over to the apartment, once again when maintenance arrived, heat was functioning correctly, however, he said he would replace the one additional part the next day. 12/24/16, Ms*** called the Fire Dept/*** *** because her COdetector had gone off. *** *** inspected the entire basement for leaks and came back with her furnace has debris internally and a vent pipe was too low on the water heater. Ms*** was told by maintenance that those issues would be addressed that day and she was offered heaters for her home during the repair period. She declined the offer for the heaters. She said she would not stay there and said she was going to a family members home. Maintenance made the repairs within hoursOn 12/26/Ms*** and I (the Property Manager) had a conversation about the events. She stated that the Fire Department told her that the COlingers in clothing, carpeting, furnishings. I told Ms*** that I had never heard of that but would check and make sure. She also stated that she had anxiety and paranoia about going back in the apartment and wanted to be transferred to another unit. I explained to Ms*** that all our apartments had gas appliances and there is always a possibility that this could happen. That is why every home is equipped with a COdetector, as well as, each apartment and basement is inspected by the City of Blackjack prior to occupancy of any apartment and the Blackjack Fire Department inspects our basements at least once per year for potential issuesMs*** told me she stayed with family during the time she would not return to the apartment because she was under the impression from the Fire Department that the COwould linger in furnishings. We offered Ms*** an apartment to transfer on 12/27/and she said she would return my call the following day with an answer. On 12/28/16, Ms*** asked for 50% off the Jan rent for the inconveniences, and we declined any compensation due to all issues were address in a timely manner. She said she would call me back the next day. On, 12/29/Ms*** called and stated that they had been residing in the apartment for the last couple of days and that the heat was working fine up until that morning. Maintenance went over to her apartment that same morning and her husband was there, the heat was set on degrees in the AUTO position and it was cycling on and off correctly. Her husband even had the patio door cracked. Ms*** also called a supervisor at the Fire Department and questioned him about the lingering CO in clothing, furnishings, etcand she was told she was misinformedWhispering Lake Apartment’s apologizes that Ms*** was inconvenienced, however all requests were address in a timely manner. We were willing to transfer her at her request, but she declined the offer

The Property Manager did speak with Ms*** regarding the issues she had in her building and did recommend calling the police for the illegal activity she claims was going on in the building. The Property Manager made several visits to the building and didn't smell marijuana. The
Property Manager also addressed the concern of loud music Ms*** spoke of during our conversation.In regards to the charge for the tub surround, unfortunately Ms*** did not fill out a inventory and condition form when she moved in to recording that the hole may have been in the tub surround, there are no work orders in regards to the hole being in the tub surround and the City of Blackjack inspects all units prior to residents moving in and the apartment passed inspectionWe did take a photo of the hole in the surround for our records as well. Therefore, we will not be able to reverse the charge for the hole in the surround.We apologize that Whispering Lake Apartments was not suited for Ms***, we do strive for excellent customer service and we also try and make our residents feel at home

See attached photos

Initial Business Response /* (1000, 7, 2015/05/22) */
Ms*** did call and ask for maintenance tickets to be written regarding her heating and coolingEach time maintenance went over there her heating and cooling was looked at, sometimes nothing needed or could be done, and sometimes repairs
were neededAlso, we had Ms***'s air ducts cleaned out in Her air conditioner was brand new when she moved inWe had the maintenance supervisor go up to her apartment and he took a thermostat to gauge the temperature of the 2nd floor, the reading was a suitable temperatureWe explained to Ms*** that due to age, construction and the problem was in the top floor, there was nothing else we could doEverything was functioning properly
As far as the pool complaintWe never lied, the pool was suppose to open, but due to some construction issues with County we could not open the pool

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@middiv.com
First and foremost, we can not put service into someones name, the utility companies require the lease holder to have services on in their...

name. Ms. [redacted] therefore called [redacted] and had service put in her name to the apartment she was to move into in 2014, but cancelled her move in and must not have cancelled the utilities. We do not keep record of resident utility bills, that is their responsibility.
Ms. [redacted] in fact did call our office several times and all several times she called she was given the same information, due to our system change we could not go back that far electronically, we had to look through old files manually and this may take time, to see who's bill this was. We can not just write a letter because she wanted us too. We also needed to confirm this was our bill, we wanted to make sure that the bill went to the proper person. We called [redacted] and verified the bill would be sent to us once we discovered it was indeed ours. On a side note, Ms. [redacted] offered to pay the bill herself, if it wasn't her bill I am not sure why she would have paid it.
We called the property she was moving into to see what they needed the letter to say, the property manager left a message to their property manager and never received a returned phone call. Again we call the next day and spoke with her leasing consultant to find out what needed to be on the letter. We sent the letter and emailed one to Ms. [redacted].
Unfortunately there is protocol in every company, we do not just write letters when people ask us to, we always verify, which we did.
We apologize that is was not in the time frame that Ms. [redacted] was expecting.

I am not sure what Ms. [redacted] is referring to with mold.  She never reported mold in her apartment.Ms. [redacted] contacted us after her move out to dispute charges to her account for cleaning and carpet stains.  Ms. [redacted] had a $300 deposit and is being refunded $125.  We have pictures, work...

order etc of all repairs reported by Ms. [redacted].  She disputed the charge for $20 for tub cleaning and states the caulk needed to be redone due to the caulk had mildew and tub surround was separated in an area.  After looking through Ms. [redacted]s work order history, there was a ticket written for the tub to be re-caulked and we tried to contact Ms. [redacted] 3 times to do the work.  The charge for the tub cleaning was not for anything related to the tub caulk but for the over all tub needing cleaned. Ceiling fan and stove were not cleaned, the carpet had a few stains above normal wear.As I stated to Ms. [redacted] when she came to my office, we will not be able to reverse any of the charges.  We have pictures and documentation to back up all charges for Ms. [redacted].

As discussed with Ms. [redacted] a couple times, we are currently working on getting bids from insulation contractors to possibly help with Ms. [redacted]'s request.  We are projecting to have a plan in place within the next 30 days if not sooner.  The side walk in reference has been addressed...

however the rock and mulch has washed away with the severe thunderstorms we have had recently and the area is on a hill.  We will need dry conditions in order to fill the area with concrete which will be a more permanent solution.  In the event of more severe weather we will remove the debris from the sidewalk as we have been. In reference to the roof/wall I will have a maintenance staff member address that as soon as possible as long as the conditions are safe.

[redacted] was not the lease holder of the property that was rented at Whispering Lake Apartments.  She was an occupant.  The reason the lease holder received the 10 day notice to vacate is due to one of the other occupants shooting off a firearm in the parking lot of the apartment...

community.   As told to Ms. [redacted] there will be no adjustments to the charges.  We have pictures and back up of all charges.  Keys were not received by the office until 10/31/2017 which the rent was paid up too.  Standard operating procedures are keys are to be turned into the office and not put in an unsecured area.  Unfortunately we can not make concessions for one person and then not all others.  Ms. [redacted] was never harassed by the leasing office, she was only contacted when she was violating the lease agreement or needed to be contacted for a work order.

Clarification Pictures were sent via email.

First and foremost the Whispering Lake Staff apologize for any inconveniences that the resident has had during their time at Whispering Lake Apartments.  The resident expressed some concerns after moving in and the majority of the concerns were addressed by maintenance immediately.  The...

Property Manager and Maintenance Supervisor went to the residents home and walked through all the residents concerns and informed him that his concerns would be handled and he would be informed of the work performed.  The resident seemed satisfied with those terms.  The carpet was new when the resident moved in, and we informed the resident that we would contact the installer and he would be out the next day to make the repairs being requested. As well at the tub, it was not noticed at the time of inspection.  But again, a contractor has been called out and will handle immediately.  We are and will be handling the residents request in a timely manner.

See attached