White Oak Luxury Apartments

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The information provided by the owner consists of untruthsI did not move to purchase a new home (not sure why they made that up)I provided not one but two estimates (per their request) for my newly purchased bed that was broken by their staffThe electricity used by their humidifiers/fans causes my electricity bill to be approximately $more than normal, not $I haven't provided estimates for the damaged rugs because I invested time and energy to do so for the electricity and broken bed, to no avail as they refused to use that information to restore what was lostAs I stated in my initial complaint, I incurred significantly more unexpected expenses to include having to find a place to stay with no notice (I have two children, ages & who could not stay in a home full of sewage) and had to have my entire wardrobe (two full closets) dry cleaned to get the smell of sewer water outI paid rent to White Oak for every day until I was completely moved out of the aptI also paid the fee to break my leaseI do not agree that because White Oak did not charge me rent for essentially the month of August (what they consider a $credit) when I didn't live there, compensates me for the losses associated with damages caused by their staff, charges incurred because I allowed them to use my electricity to power commercial grade humidifiers, loss of personal property and costs to restore essentials back to a usable condition Regards, [redacted] ***

To Whom it May Concern: Thank you for the opportunity to address Case Number #***. The resident moved in to White Oak apartment community on 4/9/and on 6/28/provided her notice to terminate her lease early with a buy-out penalty fee of $2,and vacate the premises on 8/31/
with the reason that she was purchasing a homeOn 7/7/16, her building experienced an unexpected sewer backup ultimately caused by tree roots growing through the main line that required extensive cleanup and replacement of the carpeting in multiple unitsThis resident requested to vacate the home early due to the incident and was moved out of the apartment as of 7/16/16. Her request was granted to move from the home and no longer be held responsible for the cost of rent after her move out date which was a credit to her in the amount of $1,Per the lease agreement, the cost of breaking a lease is a day notice and a buy-out fee of equal to month's rent ($2684)When the flood unexpectedly occurred, she was accommodated and released from her lease as of 7/holding her responsible for a notice period of only 6/28-7/essentially releasing her from days owed rent equal to $1,924. Upon the resident’s move out from the home, she contacted us and requested compensation for the additional electric usage due to dehumidifiers and fans in her apartment for days from 7/7-7/18, beds that were damaged by the contractors cleaning the home, and rugs that were damaged. In reviewing the electric bill, the expected usage for days based on the previous month’s usage would be $which created a difference of $The resident provided one estimate for repairs which totaled $and also requested compensation for seven damages rugs, however, she has not to this date provided us with a value to these rugs. We are confident that the $1,in rent responsibility that the resident was credited should more than cover the additional power usage ($7.77), bed repairs ($110.35), and rugs (unknown value). On August 2nd, we emailed the resident and asked her to please provide the value for the rugs and we will be happy to re-evaluate if the credits do not cover her damage costsAs of August 19th, we have not received any further communication from herIt is our goal to mutually agree on a resolution and regret that we have been unable to identify one as of yet. Sincerely, Addie B*** * *** *** * *** ***

To Whom it May Concern: Thank you for the opportunity to address Case Number #***. The resident moved in to White Oak apartment community on 4/9/and on 6/28/provided her notice to terminate her lease early with a buy-out penalty fee of $2,and vacate the
premises on 8/31/with the reason that she was purchasing a homeOn 7/7/16, her building experienced an unexpected sewer backup ultimately caused by tree roots growing through the main line that required extensive cleanup and replacement of the carpeting in multiple unitsThis resident requested to vacate the home early due to the incident and was moved out of the apartment as of 7/16/16. Her request was granted to move from the home and no longer be held responsible for the cost of rent after her move out date which was a credit to her in the amount of $1,Per the lease agreement, the cost of breaking a lease is a day notice and a buy-out fee of equal to month's rent ($2684)When the flood unexpectedly occurred, she was accommodated and released from her lease as of 7/holding her responsible for a notice period of only 6/28-7/essentially releasing her from days owed rent equal to $1,924. Upon the resident’s move out from the home, she contacted us and requested compensation for the additional electric usage due to dehumidifiers and fans in her apartment for days from 7/7-7/18, beds that were damaged by the contractors cleaning the home, and rugs that were damaged. In reviewing the electric bill, the expected usage for days based on the previous month’s usage would be $which created a difference of $The resident provided one estimate for repairs which totaled $and also requested compensation for seven damages rugs, however, she has not to this date provided us with a value to these rugs. We are confident that the $1,in rent responsibility that the resident was credited should more than cover the additional power usage ($7.77), bed repairs ($110.35), and rugs (unknown value). On August 2nd, we emailed the resident and asked her to please provide the value for the rugs and we will be happy to re-evaluate if the credits do not cover her damage costsAs of August 19th, we have not received any further communication from herIt is our goal to mutually agree on a resolution and regret that we have been unable to identify one as of yet. Sincerely, Addie B*** * *** *** * *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I apologize for the delayed responsePer her request, I contacted the property manager at White OakShe asked that I invest time to provide receipts/documentation of the losses I incurred as a result of the sewage floodI was reluctant to do so because I'd made an effort to provide information/documentation in the past and it went unrecognized by the manager (I.eShe refused to make use of the information)However, I once again agreed to provide her with the requested documentation and did so on 9/12/I received an email from the property manager today indicating they would not be compensating me for the proven lossI remain dissatisfied and would like to update my complaint to indicate thisPlease let me know if additional steps need to occur on my end to update my account making it reflective of the recent events and my dissatisfaction

Thank you for your reviewWe apologize for the issues you have gone throughWe have tried multiple times to contact you to get this issue resolved with no response from youPlease contact me at *** *** at your earliest convenienceI look forward to speaking with you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The information provided by the owner consists of untruthsI did not move to purchase a new home (not sure why they made that up)I provided not one but two estimates (per their request) for my newly purchased bed that was broken by their staffThe electricity used by their humidifiers/fans causes my electricity bill to be approximately $more than normal, not $I haven't provided estimates for the damaged rugs because I invested time and energy to do so for the electricity and broken bed, to no avail as they refused to use that information to restore what was lostAs I stated in my initial complaint, I incurred significantly more unexpected expenses to include having to find a place to stay with no notice (I have two children, ages & who could not stay in a home full of sewage) and had to have my entire wardrobe (two full closets) dry cleaned to get the smell of sewer water outI paid rent to White Oak for every day until I was completely moved out of the aptI also paid the fee to break my leaseI do not agree that because White Oak did not charge me rent for essentially the month of August (what they consider a $credit) when I didn't live there, compensates me for the losses associated with damages caused by their staff, charges incurred because I allowed them to use my electricity to power commercial grade humidifiers, loss of personal property and costs to restore essentials back to a usable condition
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information provided by the owner consists of untruths. I did not move to purchase a new home (not sure why they made that up). I provided not one but two estimates (per their request) for my newly purchased bed that was broken by their staff. The electricity used by their humidifiers/fans causes my electricity bill to be approximately $50 more than normal, not $7.77. I haven't provided estimates for the 7 damaged rugs because I invested time and energy to do so for the electricity and broken bed, to no avail as they refused to use that information to restore what was lost. As I stated in my initial complaint, I incurred significantly more unexpected expenses to include having to find a place to stay with no notice (I have two children, ages 2 & 12 who could not stay in a home full of sewage) and had to have my entire wardrobe (two full closets) dry cleaned to get the smell of sewer water out. I paid rent to White Oak for every day until I was completely moved out of the apt. I also paid the fee to break my lease. I do not agree that because White Oak did not charge me rent for essentially the month of August (what they consider a $1900 credit) when I didn't live there, compensates me for the losses associated with damages caused by their staff, charges incurred because I allowed them to use my electricity to power commercial grade humidifiers, loss of personal property and costs to restore essentials back to a usable condition.   
Regards,
[redacted]

Review: After living at a property managed by Matrix Residential (White Oak, Chester, VA) for approximately 3 months, there was a severe flood of sewage water. During this time, maintenance and carpet installers moved my new ($2700) bedroom set and broke a wooden slat. After requesting I provide an estimate for repair costs (I provided 2)the property refused to pay for the repair. During the flood, 7 rugs including 2 area rugs were ruined due to sewage. Renter's insurance does not cover damages/loss caused by sewage as this is the responsibility (fault) of the property Mgmt. The property mgrs refused to compensate me. I never stayed in the property after the flood. Cleaning crews left 3 large humidifiers and water extractors plugged in my apt for 6 days. When I inquired about the electricity usage (instead of unplugging them), the property Mgr ensured me they would cover the electricity costs. They have since refused to cover this cost. I have been disadvantaged in numerous ways since moving to the property and subsequently forced to move out due to the odor/germs related to the sewage throughout the property. This includes the cost and inconvenience of dry cleaning my entire wardrobe and washing all linen and comforter sets.Desired Settlement: I would like to be compensated for the broken bed, 7 lost rugs and electricity usage.

Business

Response:

To Whom it May Concern: Thank you for the opportunity to address Case Number #[redacted]. The resident moved in to White Oak apartment community on 4/9/16 and on 6/28/16 provided her notice to terminate her lease early with a buy-out penalty fee of $2,684 and vacate the premises on 8/31/16 with the reason that she was purchasing a home. On 7/7/16, her building experienced an unexpected sewer backup ultimately caused by tree roots growing through the main line that required extensive cleanup and replacement of the carpeting in multiple units. This resident requested to vacate the home early due to the incident and was moved out of the apartment as of 7/16/16. Her request was granted to move from the home and no longer be held responsible for the cost of rent after her move out date which was a credit to her in the amount of $1,924. Per the lease agreement, the cost of breaking a lease is a 60 day notice and a buy-out fee of equal to 2 month's rent ($2684). When the flood unexpectedly occurred, she was accommodated and released from her lease as of 7/16 holding her responsible for a notice period of only 6/28-7/16 essentially releasing her from 43 days owed rent equal to $1,924. Upon the resident’s move out from the home, she contacted us and requested compensation for the additional electric usage due to dehumidifiers and fans in her apartment for 12 days from 7/7-7/18, beds that were damaged by the contractors cleaning the home, and rugs that were damaged. In reviewing the electric bill, the expected usage for 12 days based on the previous month’s usage would be $40.87 which created a difference of $7.77. The resident provided one estimate for repairs which totaled $110.35 and also requested compensation for seven damages rugs, however, she has not to this date provided us with a value to these rugs. We are confident that the $1,924 in rent responsibility that the resident was credited should more than cover the additional power usage ($7.77), bed repairs ($110.35), and rugs (unknown value). On August 2nd, 2016 we emailed the resident and asked her to please provide the value for the rugs and we will be happy to re-evaluate if the credits do not cover her damage costs. As of August 19th, we have not received any further communication from her. It is our goal to mutually agree on a resolution and regret that we have been unable to identify one as of yet. Sincerely, Addie B[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The information provided by the owner consists of untruths. I did not move to purchase a new home (not sure why they made that up). I provided not one but two estimates (per their request) for my newly purchased bed that was broken by their staff. The electricity used by their humidifiers/fans causes my electricity bill to be approximately $50 more than normal, not $7.77. I haven't provided estimates for the 7 damaged rugs because I invested time and energy to do so for the electricity and broken bed, to no avail as they refused to use that information to restore what was lost. As I stated in my initial complaint, I incurred significantly more unexpected expenses to include having to find a place to stay with no notice (I have two children, ages 2 & 12 who could not stay in a home full of sewage) and had to have my entire wardrobe (two full closets) dry cleaned to get the smell of sewer water out. I paid rent to White Oak for every day until I was completely moved out of the apt. I also paid the fee to break my lease. I do not agree that because White Oak did not charge me rent for essentially the month of August (what they consider a $1900 credit) when I didn't live there, compensates me for the losses associated with damages caused by their staff, charges incurred because I allowed them to use my electricity to power commercial grade humidifiers, loss of personal property and costs to restore essentials back to a usable condition.

Regards,

Business

Response:

Thank you for your review. We apologize for the issues you have gone through. We have tried multiple times to contact you to get this issue resolved with no response from you. Please contact me at [redacted] at your earliest convenience. I look forward to speaking with you.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I apologize for the delayed response. Per her request, I contacted the property manager at White Oak. She asked that I invest time to provide receipts/documentation of the losses I incurred as a result of the sewage flood. I was reluctant to do so because I'd made an effort to provide information/documentation in the past and it went unrecognized by the manager (I.e. She refused to make use of the information). However, I once again agreed to provide her with the requested documentation and did so on 9/12/16. I received an email from the property manager today indicating they would not be compensating me for the proven loss. I remain dissatisfied and would like to update my complaint to indicate this. Please let me know if additional steps need to occur on my end to update my account making it reflective of the recent events and my dissatisfaction.

Review: My Lease expired Aug. 3rd 2015. I moved completely out on that date. I called Dominion Power before that and had the electricity end on that date and start at my new resident on that date. I ended my dish network on that date and had them come pick up my equipment on that date. My moving truck came the morning of the 3rdf and removed all my furniture and took to my new home. I cleaned the apartment and took my keys to the leasing office to turn them in,

No one was there and a sign on the door said they would be back in about 40 minutes from when I was there. Since everything had been removed from my apartment and I needed to get to my new place, I went back to the apartment and lock the keys in there. this was around 3.30pm. I called the leasing office later that afternoon and told the girl that answered that I had finished moving out and since no one was at the office when I went there to return the keys I went ahead and locked them in the apartment so they could go get them. She said thanks for calling and that was fine and she would get the keys. Last week I got a bill from White Oak saying I had over stayed my lease by 6 days and I owed electricity plus a penalty for staying beyond my lease. I have left 6 VM"s and not 1 return call from them. Twice I actually got thru to the leasing office and both times the girl that answered said it was her MGR. who would have to handle this. I have been out for 50 days now and they also have not returned my deposit money. I believe the law says they must return within 45 days. So 2 complaints. 1) They haven't returned my deposit money($300 I think) 2) they are trying to bill me for overstaying my lease, which never happened. Their employee that I called the afternoon of the 3rd, dropped the ball and didn't let the mgt. know that I had left the keys and moved out as my lease had stipulated. Also the 3rd complaint would be the fact that they have never returned 6 voice mails and 2 calls that the mgr was to call backDesired Settlement: I need my security deposit money returned. I believe they are breaking the law by keeping the security deposit for more then 45 days after the lease ended on August 3rd. I want them to put in writing that I don't owe the bill that they sent me for $61 and some cents claiming that I overstayed my lease and were charging me for electricity and a penalty for staying beyond the 3rd which absolutely did not happen. They should also be made aware that I left at least 6 voice mails that were never returned, and that had their employee acting in their behalf had gone to the apartment and got the keys and turned them in as she indicated she would do, this thing about overstaying the lease would never have been an issue.