Wood Hollow Apartments

Complaint: [redacted] I am rejecting this response because: They have not answered my questionInstead, they refunded my money without my application fee and I took a hit on my credit report all because they did not want to repair the substandard apartment, which by law they are required to Regards, [redacted] ***

We have resolved this issue with our customer

Hello Ms [redacted] ,I'd like to respond to a complaint filed by [redacted] in # [redacted] at [redacted] *** Ms [redacted] complained of damages sustained from a frozen, busted water line in January The following items were completed as a result of the water penetration to her unit.- Laundry room sheet rock was removed and replaced by Smith & VanVereen.- Pad was removed and blowers installed in the bedroom to remove moisture Microban was applied to the wall and foundation.- Moisture meter's and imaging were used to determine moisture was removed from the effected areas.- The pad was re-installed and the carpet was cleaned.- To date the staff is not aware of any issues the resident has with the repair Her complaint was not specific as to what specifically needs to happen to reach resolution If she can provide the specific repairs she is requesting, we are happy to address those items with Ms [redacted] .Ms [redacted] also addressed extermination as an issue in her apartmentBelow is a list of visits by Green Forest Extermination, our licensed vendor:1/18/requested for spiders-treated cracks and crevices, no insects found1/25/requested for mouse- glue boards, no rodents found3/15/regular service week- no insects found9/20/regular service week- did not service dog loose10/11/requested for mosquitos- no treatment, no insects found10/18/requested for mosquitos- no treatment, no insects foundWood Hollow is happy to work with Ms [redacted] to resolve this matter in a fair and speedy manner[redacted]

Complaint: ***
I am rejecting this response because:I moved out on 11/30/I signed a new lease agreement with my new apartment for dec 1st and they let me move in a day early on the 30th so that I could be out woodhollow on timeMy lease states that move out will be when the apartment is empty OR when keys are returnedWHICHEVER COMES FIRSTIt is the responsibility of the leasing office to make sure the unit was vacatedHad you have done this then you would have found it emptyI have moved out of numerous apartments and never returned keys right away because of office not being opened when I leave and I have NEVER had an issue with getting charged extraI am not going to continue to go back and forth on this so here is the BOTTOM LINE:Mylease states that move out is considered when apartment is vacant OR when keys are returned WHICHEVER COMES FIRSTIt does not state that the keys HAVE to be returned to be considered vacantI do not agree with any of these charges other than the utility chargeI did not get the chance to dispute it because your office did not send the itemized statement to the forwarding address that I supplied which was documented and signed by your leasing agent "***." Therefore, I did not receive it in a timely fashion and I was expecting my deposit returned and as a result it is now on my credit and did not get properly disputedThis is the main point that I am makingYou did not do what you were supposed to do and now I am negatively affected by having a surprise bill due as well as a collection on my creditI only request at this time that you return my FULL deposit of $and that you get this item removed from my credit ASAPIf this is not done I will seek legal actionPlease correct the issue ASAP.Thank you
Regards,
*** ***

During the move out inspection completed on February 4th, it was noted that the carpet had traffic stains and was dirty, but in fair conditionOn your move in condition form the notes that you made about the floor in the Living Room where multiple white paint spatters, replace piece worn
by door and in the bedroom you noted that there was whit splatter and dark stains. For this reason the carpet was in need of a shampoo to clean to the condition of your move in and your account was charged accordinglyAs far as cleanliness, you noted on the move in condition form of dead roaches and some paint on the floor by toilet and tub, during the move out inspection the toilet had black rings, the stove top had grease and dirt the bathroom and kitchen (vinyl) flooring was dirty and needed to be cleanedFor these reason you where charge the cleaning fee(After reviewing your account, you were overcharged on the cleaning fee, the amount should have been $35.oo) you will be receiving a refund of an additional$in the next daysAll fees charged are within the lease contract, if you have documentation of other arrangements that were made during your lease, please forward them to me for review. ***Manager

You have lived in the current unit for over months and signed a renewal in July 2017, we do give our current residents options to Transfer, you must come into the office to be requalified to insure that you will meet the guidelines for the new unit that you are requesting. You may also
buy out of your current contract, you would need to give a written notice on or before the 1st day of the month, the notice must be for a complete month. (for example, if you give notice today, you will be giving notice for November 1st to November 30thyou will be responsible for the months rent for the time of the notice and the reletting fee (which can be found in paragraph of your lease contract.) you will also be responsible for your final utilities and any damages to the apartment as outlined in your lease contractPlease feel free to contact the office to learn more about your options Thanks

Typically, before anyone signs a
lease contract we have one of our representatives inspect the unit with the
prospective resident to insure that they will be happy with the apartment that
they are signing the contract on, unfortunately, *** and *** where
unable to make it in before 6:
to sign the lease contract, and it is also a
policy that we do not show after 5:PM*** and *** accepted the
unit by signing the lease contract, after walking the unit the following day,
Tuesday, December 1st, and not being happy with the location and
other issues, *** (Assistant Community Director) contacted them and took a
list of issues that they were concerned about, and had our Maintenance Team go
in the unit and address these concerns, on Thursday, December, 3rd *** and the community director walked the unit to insure that all of the
issues had been address and the regional manager walked the unit with pest
control to address the issues of roaches in the unitOn Thursday, December 10th,
*** contacted our corporate office stating that the unit was unlivable and
wanted her money backI called *** on December 10th and told
her that the repairs were made that she had spoken about with the Assistant
Community Director, and asked her if she had been to the unit, she said she has
notI told her that if she would like, I would be more than happy to do a unit
inspection with her, and if there were still any concerns that I would be more
than happy to have them addressed to make sure she felt comfortable in her new
homeAs of today, I have not heard back from ***
During our monthly CPS Energy Audit, the power was disconnected to the unit by
the residentIf it is the intention of *** and *** not to occupy the
unit which they signed the lease contract for, they need to return the keys and
give notice to vacate, until this time they will be responsible for the
remainder of the lease contract

Hello Ms. [redacted],I'd like to respond to a complaint filed by [redacted] in #[redacted] at [redacted].  Ms. [redacted] complained of damages sustained from a frozen, busted water line in January 2017.  The following items were completed as a result of the water...

penetration to her unit.- Laundry room sheet rock was removed and replaced by Smith & VanVereen.- Pad was removed and blowers installed in the bedroom to remove moisture.  Microban was applied to the wall and foundation.- Moisture meter's and imaging were used to determine moisture was removed from the effected areas.- The pad was re-installed and the carpet was cleaned.- To date the staff is not aware of any issues the resident has with the repair.  Her complaint was not specific as to what specifically needs to happen to reach resolution.  If she can provide the specific repairs she is requesting, we are happy to address those items with Ms. [redacted].Ms. [redacted] also addressed extermination as an issue in her apartment. Below is a list of visits by Green Forest Extermination, our licensed vendor:1/18/17 requested for spiders-treated cracks and crevices, no insects found1/25/17 requested for mouse- glue boards, no rodents found3/15/17 regular service week- no insects found9/20/17 regular service week- did not service dog loose10/11/17 requested for mosquitos- no treatment, no insects found10/18/17 requested for mosquitos- no treatment, no insects foundWood Hollow is happy to work with Ms. [redacted] to resolve this matter in a fair and speedy manner.[redacted]

Complaint: [redacted] I am rejecting this response because: While it is accurate that some actions were taken to fix the flood damage caused from the frozen water line break, the work was never completed. Additionally, attempting to gain any type of resolution whatsoever became that of a part time job for me. The amount of time it allegedly took management to acquire contract workers could have led anyone to believe they had put in a request to get [redacted] on the job for this “[redacted]” Once the contractors finally showed up, progress was slow at best. I understand that quality work does not always equate with quick work. But the speed at which the contractors worked to “complete” the project, one would have assumed that the work was being conducted with the utmost care and highest standards of quality. ·        Work to resolve the flood damage did not begin in a timely manner and as a result extreme mold damage occurred in the laundry room. ·        The sheet rock was only removed and replaced as a last resort after several other failed attempts to address the issue were unsuccessful. ·        Each failed attempt required further action and follow up on my part as the “completed” work was not verified by management. ·        However, not only was the work less than sub-standard, the maintenance team never returned to clean up after they "finished" the job. ·        They left nails, screws, old parts, dirty rags, trash and other pieces for me to clean up. Unfortunately that was not the only thing left for me to clean up after the contracted maintenance workers. Each day when they walked through my apartment, they tracked muddy boot prints through my apartment floor.  ·        The paint on the back porch was also damaged as a result of the flood. This was brought to management’s attention and never resolved.  Almost every item that was “fixed” had to be addressed more than once as it was not truly corrected, most often just masked, or issues were not completely fixed only partially addressed. I continually attempted to resolve issues, which was incredibly time consuming and burdensome. The responsibility was placed on me; I became a part time project manager at a construction site, which was not a job I signed up for. On the bedroom wall with water damage the contracted painters continued the trend of attempting to pass off the bare minimum surface fixes as a final solution. At this point, my expectations were at an all-time low, I certainly wasn’t hoping for a [redacted] approved fix. But again, poor workmanship, unfinished jobs and quick fixes simply caused more problems and created both more work for the contractors, more expense for the property and more frustration as a resident. Microban was applied to the wall and foundation, only as a last result, after several phone calls to management. Again, the job was left "completed" with spackle to cover the holes but not repainted. This again resulted in significant time and effort on my part to get the wall repainted. As previously mentioned, resolving each and every issue became a time consuming burden for me. I made several phone calls and requests for the carpet pad to be replaced. Only after begging and pleading, due to the overwhelming smell, was the carpet pad finally replaced. The flood also caused my laundry room door to swell. I was told a new door had been ordered and that it would be installed when it arrived (within 3-5 business days). I called to check each week, for several weeks on the status of the new door (which was very important to me because due to the swelling not only was I unable to open the door to my laundry but I could also no longer lock that exterior door). Each time I called, I was given a different excuse as to what was causing the delay. I don’t think I’ve ever been led on for so long in my entire life and I most certainly never thought that if I was, it would be about a door. Eventually, the latch was moved to align as a "temporary" solution so that I was again able to lock the door to my laundry room. But because of how much the door had swollen it was still very difficult to open and close. I was told that a new door was still on order and would be installed. As I continued to have issues opening the door, another "temporary" was employed, this time involving adding riveting along the edge of the door. To date, the laundry room door still has not been replaced.  I wish I could say that this experience was handled professionally, quickly and efficiently but it could not have been managed more poorly and sadly, this is how business is conducted as a norm in this leasing office. One of the benefits of living in an apartment community and not owning a home is the luxury of having property management, maintenance staff, pest control, lawn care and not being responsible for managing those elements. However, it has been my experience that the office staff is both inept and unwilling to resolve issues. The office staff members are often incapable of performing simple routine tasks, such as correctly calculating rent. The staff takes their direction from [redacted], who seems to be exceptionally annoyed regardless of the situation. I have observed that [redacted] avoids interacting with residents and office visitors are addressed with a lack of enthusiasm at best, but most often treated disrespectfully lacking any resemblance of professionalism. She appears to be incapable of listening and devoting her attention to the conversation at hand, but rather simply seems irritated to be interacting with residents at all. Most of my dealings with her have been on the phone and I find the tone in which she uses to speak with me truly offensive. She is short with me, rude, sarcastic and tries to push me off the phone. This leads me to believe that the complex management has no desire to resolve issues, which leads me to my next unresolved issue. I'm not familiar with the normal protocol during a visit from the exterminator, but it is truly unfortunate that the pests were so uncooperative during [redacted]'s game of hide and seek. However, I can assure you that they can be quite pesky and it appears that it was no exception during the exterminator’s visits as the claims state there were none to be found. However, after the apartment was treated for insects, I noticed an abundance of dead pests of all varieties from several different kinds of spiders, to countless types of beetles, to stink bugs, unidentifiable worms, lizards and many other insects. I'm glad these pests came out of hiding before they died so they can be given a proper burial and funeral service.  In regards to the most recent complaints of mosquitoes, again it is egregious that these pests choose not to cooperate during the exterminators visits. If I could only find a way to train the swarm of mosquitoes perhaps they could do a line dance in formation, then they'd be much easier to spot.  When attempting to discuss this issue and possible solutions with [redacted], I was rudely “welcomed to North Texas” as she informed me that this is just something that I need to get used to. I was curious as to why this is the first time I am dealing with this issue in the four years that I have been living here. She sarcastically asked “what do you want me to do about it?” But per usual her usual telephone etiquette and unpleasant demeanor, I was pushed off the phone and told to address the issue myself. I am beginning to gather that the exterminators, need to “see it to believe it” when it comes to pests. Unfortunately, they don’t swarm on command. But hopefully, if the apartment is treated they can end in the same fate as the other pests which also were in “hiding” during the time of the exterminators visit. I would like the property to address the unresolved issues outlined in this statement. Additionally I’d also like to understand how the property will completely resolve these types of issues in a quick and effective manner in the future. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: only one of the problem with  the stove was resolved, however, seems the staff retaliated against my report damaging my property further, due to the hot running water and its condensation. 
Regards,
[redacted]

I reviewed the work tickets that we have in our system, and they are all marked completed, if you are still having issues with your Stove or Oven, please go to the office and do a Work Order Request and we will resolve any issues that you are still having with your stove.  With the...

cold weather that we had over the last few weeks, we did, unfortunately have a few pipes break which made us turn the water off unexpectedly, we did our best to make sure the water was turned on as soon as possible. As far at the Disputed Amount of $37.00, according to the lease contract this is something that I cannot credit you for, we do stride to give our residents the best, and if we fell short, I do apologize. According to our records all of your issues have been resolved.  Thanks[redacted]Regional Manager

The charges made to Mrs. [redacted] account after she moved from [redacted] where made in accordance to the leasecontract signed between Mrs. [redacted] and Wood Hollow Apartments.  According to our records, Mrs. [redacted] turned in her keys to the unit at our location on December...

9th, 2013, Mrs. [redacted] states that she moved out on November 30th, 2013, but the lease contract  states that the lease holder will be charged rent until the keys are received at the management office. Mrs. [redacted] was charged $45.00 for cleaning the carpet and $65.00 for cleaning the unit (see attached bills) these are the charges thatwhere occurred by Wood Hollow Apartments and deducted accordingly from her security deposit. Mrs. [redacted] was also charged $40.69 for her final utility bill.

Complaint: [redacted]
I am rejecting this response because: The contract was implied executed fully by the fact that you gave me keys and you gave me the sticker to place on my vehicle to show I was a resident. Do you make it a habit of running a professional establishment by giving keys to a non resident before a contract is fully executed? The issue is that you terminated my "not fully executed lease" because you were unwilling  to fix standard issues. Instead of fixing the the issues you felt it prudent to terminate my lease. This is clear retaliation. The application fee should be refunded to me because I did not terminate the lease, you did. Please see the pictures attached. 
Regards,
[redacted]

Mr. [redacted],After viewing the unit, this was your opportunity to inform us of any issues that you had seen to give Wood Hollow Apartments the opportunity to make your apartment satisfactory to your needs. At this time, if you would have informed our staff that you did not want the unit, they would...

have given you’re your money order back and asked if you would like to come back after the modifications had been made and view the apartment again. When you left the office, the only issue that we were aware of that was stoppingyou from finishing the lease contract and accepting the unit was the issues that you were having with CPS Energy.  It is our company policy to deposit all funds received in the office at the close of business on the day that the funds where received, the $200 that you left was deposited towards your account and credited to be used against your move in charges once your issues with CPS Energy where straighten out.  Calling our community the following day and informing us that you did not want the unit does not entitle you to a refund. After you application had been approved, all funds paid and deposited towards that application are nonrefundable. Per your statement, the application was approved on September 23rd, 2015.  The reason that we do not require any holding deposits or additional funds at the time a prospect is apply for an apartment is to insure that issues like this do not arise, after you viewed the apartment and left our office with, to our knowledge, not signing the lease because of an issue with CPS, your funds where credited to your account according to the Rental Application and our Company Policy’s.  If you chose to visit the property to see if we can find a unit that is up to your standards within 30 days of us depositing your funds and signing a Lease contract, the funds that were deposited will be credited towards your account.  Unfortunately, these funds are non-refundable.    Sincerely, [redacted]Regional Manager Tell us why here...

Your lease was never fully executed, only one party on your behalf signed the lease contract, there for, there was never a legal binding contract between you and Wood Hollow Apartments. Without a fully executed contract, neither party was responsible for any legal obligation.   Buy signing the application, you agreed that the $45 application fee would be nonrefundable, and gave us permission to run your credit as well as other background  and did not guarantee your acceptance of residency in any regards. Tell us why here...

We have made several attempts to repair the roof above unit 705, the first repair was made on February 22 by Oz Roofing and Construction, management called them about the roof leak and upon inspection they repaired 2 vents and 64 square feet of siding, in their communication with us, they felt the...

leak was because of the siding and the loose vents. On April 9th and 11th, Oz Roofing went back on the roof and resealed the flashing and added additional trim boards to seal the wall where it meets the roof. After another rain, it was reported that the roof was still leaking, on April 16th, Oz Roofing went on the roof for a third time and replaced flashing between the roof and the siding. It rained on Friday, April 16th and I went to the third floor and the resident told me that it did not leak, I asked them to call the office and leave me a message if it did leak. Over the weekend we had very little rain, but no call regarding the leak.  The week of April 6th, I spoke with Mr. Dominguez and assured him that we were taking all of the steps that we could to fix his issues, and as soon as we felt we had the roof leakresolved, that we would take care of the inside of his unit. He told me that his carpet was wet at the front door, and the manager sent the Carpet Cleaner to treat and clean this area the next day.  With the ceiling not leaking on Friday, April 16th we feel that this issue has been resolved and have Oz Roofing and Construction schedule to make the interior repairs to Unit 703 this week.  We do empathize with Mr. Dominguez but would like to inform him that we have been working diligently to fix the issue with his roof. We do apologize for any inconvenience that this may have caused him, and he would be able to turn this claim over to his renters insurance and they would hopefully compensate him for any losses or additional expenses that this issue may have cost him.  Thanks [redacted]

We have resolved this issue with our customer.

Complaint: [redacted]
I am rejecting this response because: They have not answered my question. Instead, they refunded my money without my application fee and I took a hit on my credit report all because they did not want to repair the substandard...

apartment, which by law they are required to. 
Regards,
[redacted]