Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moved in January of 2024 Have been having issues since moving in. No hot water for almost 2 weeks when i moved in. Kept getting excuses of part not being in stock or to expensive. When asked for a prorated rent amount was told no they couldn't..Washer in my apartment would spill out all the water when it was in use wasn't fixed. I had someone else come in and look at it the invoice sent to me I forwarded to the leasing office they said they couldn't refund the money.I have put in numerous maintenance requests to have a bedroom window fixed for almost 2-3months and nothing has been done.Also washer machine has not worked for more then 3 months and nothing had been done. Sent emails phone calls as well as have my oldest child go to leasing office and. No one is there

  Business response

  08/09/2024

  I came to this property 02/20/24. I have seen the resident in my office ONE time. I am here in the office Monday to Friday from *********. I have seen the daughter outside plenty of times and not once has it been to come to my office for assistance. I created the work order for someone to check her washing machine 05/13/2024 to which they confirmed they would be out 05/15/2024. Please see attached. 

  ****** with Brand Source can confirm he went to the apartment 5/15/24 as planned - resident didn't disclose they had a dog and technician refused to enter without knowing information about dog other than it sounded aggressive. The phone number we have on file is incorrect and she did not respond to the email I sent about service coming out and the dog issue. See attached for this as well. 

   I placed the order for the window that was broken, and it takes 3-4 weeks for glass to be replaced. The appointment for replacement is today 8/9/24. Maintenance has called to confirm they will be here. I was not present with the water issue; I definitely would not have handled it that way, so I need dates if she is referring to me specifically. 

  Resident went months without paying rent already and received a one-time rental assistance payment so any kind of money they want for moving - we will NOT be paying.

  If they want to break the lease and move out, they are more than welcome to. See attached for ledger. 

  Customer response

  08/13/2024

   
  Complaint: 22093363
  
  I am rejecting this response because:

  I did respond to said email on 5/22  regarding the email that was sent out. 

   

  also. Per the respond my window was to be fixed 8/9. It's is now 8/13 and still not fixed a picture has been added as well.

  
  Sincerely,
  
  *************************

  Business response

  08/27/2024

  Hi, the window was replaced, and the washing machine is in the process of being fixed. 

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