Complaints

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 22, 2022, I moved out of my apartment at Stonemill Village and received a bill for 1,209.22 for damaged carpet. I received emails from ****** ***** falsely accusing me of letting my dogs urinate on the carpet. Her exact words "The attachment in the previous emails shows the pet urine in the carpet as well as where the carpet was torn by your pets at the edges in some places. Additionally, we had complaints while you were living here of your pets being allowed to use the restroom on the patio and in your apartment, and even had to allow another resident to move due to the smell from it coming into their apartment." My dogs are house trained and never use the bathroom in the house. I own my own home in WV that can be checked anytime unannounced you will and see how immaculate my home is kept free of dog urine and the smells that I am being accused of. I specifically told ****** that I had to go out and get a shampooer so I could clean the carpets when I moved in because of the smell and spots of blood found at the front doorway entrance. The water was a very dark brown color when I first shampooed them. There was NEVER anyone in my apartment that can say they seen my dogs do anything because they were always put in another room. The carpet you can clearly tell was being pulled away from the strip on the floor when we would move in furniture or walk on it, not from my dogs. There are no tears, bite marks or anything showing that my dogs tore up the carpet. I am being falsely accused of my dogs doing these acts and it is harming my personal reputation and causing emotional distress and is putting me at a financial loss as they have reported this to the credit bureau. I also had a leak in the living area by the kitchen where dirty water saturated the carpet and the leak in the wall had to be replaced. Additionally, I was never told about any complaints or someone having to move because of me. None of the apartments around me were empty at move out.

  Business response

  06/06/2022

  Hi ********

  We recently received a message regarding the carpet replacement charge on your move out statement from Stonemill Village. We have updated your resident portal account, which you should still have access to, to include a copy of the move out inspection report, which depicts the areas of damage that necessitated carpet replacement. You will see several areas with urine stains underneath the carpet and some chewed/scratched up portions as well. Please review these photos and let me know if you have any further concerns.

   

  Sincerely,

  ****

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