Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiancé and I have dealt with ongoing toilet issues in our upstairs bathroom for most of November. We've had multiple toilet overflows, replaced memory foam bathroom mats, and had to replace all of our towels after using them to dry the floors repeatedly. My fiancé took time off work to meet maintenance twice, and I adjusted my work schedule as well. Despite this, we've received no feedback or guidance on the problem, stating that either of us were doing anything wrong. Yesterday, my fiancé requested more substantial action. While maintenance has been responsive, the problem has persisted for 18 days and small fixes don’t suffice. During this call, the representative was dismissive and talked over him. I visited the leasing office today for clarification but faced accusations. Without even confirming my name or having ever seen me before, Jolynn, the young woman with brown hair, told me “you flushing your sanitary napkins” caused the issue—an offensive and false assertion. I haven’t had use of such items in over a month, and the problem has continued for 18 days. ****** also claimed maintenance left notes about the issue, which is untrue. The "Sorry we missed you" notes only indicated that the toliet was worked on, without actionable information. My fiancé was present for two maintenance visits and was told only that a "seal" and "line" needed replacement. At no point in these repeated visits has it been stated that we were at fault for the issue. It's unprofessional for staff to gossip or make assumptions about tenants without addressing concerns directly. Also, ****** described the maintenance process as “trial and error.” Are we required to endure this until something works? We clearly need a new toliet or a real plumber. We’re paying for two bedrooms and 1.5 bathrooms, yet we’ve had no reliable upstairs toilet for 18 days. This ongoing issue is a major inconvenience and financial burden. We need to know how Channingway intends to resolve this situation.

  Business response

  12/09/2024

  THIS ISSUE WAS RESOLVED DECEMBER 6, 2024. However, I copied the last email sent to the tenant below...
  I spoke with the three maintenance men who have worked on or attempted to repair your toilet. The first attempt to repair your toilet, when the maintenance man arrived you ran inside and closed the door on him—then told him to come back another time. 
  
  On November 13th, a different maintenance came out and your husband was home but went elsewhere while maintenance was auguring your toilet. The maintenance technician did in fact pull sanitary napkins out of the toilet after several tries at clearing the line. Since your husband was home a note was not left. 
  
  On November 18th, a third maintenance technician stopped by to look at the toilet and noted that the jet holes were clogged. This is a cleaning issue that requires the resident to properly clean the toilet. He also noted that a significant amount of paper is being flushed. 
  
  Then finally, on November 27th, your toilet seat was replaced. 
  
  While you felt offended, even though that was your choice to take the findings offensive, it was not an attack on you. Your own admission in your email states that you received the "Sorry we missed you" door hanger. To say notice was not left is not a factual statement. 
  
  No one on my maintenance team knows what you are referring to regarding a "line" or "seal" that needs to be replaced. J**** is correct, sometimes maintenance has to troubleshoot issues to narrow down the source of the problem.
  
  "It's unprofessional for your staff to gossip or make assumptions about tenants, especially without directly addressing any concerns with us."  Ms. S***, NO ONE on my staff is so immature that they stand around and gossip. I do not appreciate the accusation. You were presented with their findings. I am sorry that you are angry to find out that it was you that was the source of the problem. You and your husband were instructed by multiple maintenance technicians not to flush sanitary napkins and to reduce the amount of paper that is being flushed. Now that the line has been cleared, you should not have any additional issues unless you fail to listen to our advice. -end of email.
  The source of the problem is tenant flushing sanitary napkins and overuse of toilet paper. In addition, it was noted the jet holes in the toilet were clogged from lack of cleaning. While the tenant denies this, it is the findings of more than one of my maintenance staff. The toilet itself is functional and does not need replaced. We addressed this issue in a timely manner each and every time the tenant had a complaint. Attached is a video of the tenants working toilet. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently moved out of 1345 Hemmingway Dr Apt B on 9/27/24 and was charged $75 for an "ozone" fee. I DO NOT SMOKE. I have constantly smelled smoke in the apartment thinking it was the neighbors. I had paid the money to cover my move out charges. I had sent an email to ************************* on 10/20/24. I have not heard anything back from them. NO response to the email.

  Business response

  11/22/2024

  We do not use the "ozone" treatment for just cigarette smoke. Any obtrusive odors or unpleasant smell will be treated with the ozone machine. We have a process in place that several employees and contractors walk the unit at different times to assess the damages and see what needs to be done for the incoming tenant. THREE of my employees/contractors walked the unit and all recommended the ozone treatment due to the way the unit smelled. Ms. ***** came in a paid her entire balance on her move out charges. Since she came in and paid her balance on the move out charges in full, the Assistant Manager thought it was a moot point to reply to the email. Unfortunately, we cannot refund a fee for a necessary repair. We wish Ms. ***** the best in her future endeavors. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was an active duty service member that was staying at Channingway Apartments from Dec 2020 to October 2022. During my time I have had a hostile environment by agents in February 2021 I wrote the following email which was abbreviated to fit this complaint. "I called at approximately 4:21 p.m. 3 February. I ask if it was possible once the snow melted to have someone come and remove leaves from the patio area as they have been here since I moved in mid December. I asked politely... and was not sure who exactly handles it. He begins to say to me verbatim "look *******, I don't have time for this, you can talk to my manager!". I then call again and reach the leasing manager and he again is no help and is just as hostile to me as the last person. I try to reason and tell him that it was unprofessional and ask if they can help because of this. He begins to berate me insulting my intelligence and starts raising his voice at me. He then tells me "I don't have time for this! You can talk to my manager." While this was resolved it left a strong distrust of apartment staff which carried over to the present, I turn in my mil orders for separation 7 Sept. My sep is scheduled for 8 Oct. The leasing staff even though I am military, says I have to still pay full rent even though I am only staying till my orders expire, which is a bit unheard of, considering most land lords typical charge a prorated rate for mil on orders who are breaking leases. I ask the staff what needs to be cleaned, the agent says "just do a good clean, we're not going to white glove it." I hire a friend who cleans and I am witness the entire cleaning. The staff stated "we would do a scheduled walkthrough" which sounded like myself and the team would do it. I turn in my keys 7 Oct and am told "no we do not do them." Again misleading, 22 Oct and I receive "damages" totaling $55 and a water bill of $44. When trying to settle the manager again was rude and hostile. This is another attempt to overcharge mil.

  Business response

  10/28/2022

  The tenant owes a total of $96.91. His final water bill is $41.91 of that amount. $30 is for the patio cleaning, $15 (more than reasonable) for additional cleaning charges of his toilet, stove, countertops, and floor. (see attached pictures) $10 was for the drip pans that he was told he could replace himself to avoid the charge but neglected to do so. 

  I have attached the addendums to his lease that state he is responsible to clean his patio and if it is not cleaned there is a $30 charge. We attempted to clean his patio when his apartment was being turned for him. Due to ice, we were unable to remove the frozen leaves. We returned and removed them when it melted. 

  While this tenant was military his orders were for separation from the military. He is still responsible under the US Code 50 Chapter 3955 (attached) for rent 30 days past when rent is due next. I am sorry this upsets him but it is a federal law we have no control over. We cannot go against federal law. I have also attached the addendum he signed outlining this in his lease. He is welcome to talk to JAG and they can explain this further to him if he so chooses. 

  In response to this tenant's complaint about final walks with the tenant. We have 550 units and do not have the manpower to make appointments to walk with tenants at move out. We provide a move out sheet that goes over what we expect. This is given when a tenant turns in their notice. It also provides them with necessary information about utilities etc. This has been our policy for over 20 years, and we do not defer from it. 

  It has been my experience with this tenant that he is demanding and very abrasive. My staff has tried very hard to be accommodating within the law. Unfortunately, we were never able to satisfy this gentleman. We wish him the best in his future endeavors.

   

  Customer response

  10/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  Other apartment complexes have made accommodations before for military personnel, it is not unheard of. Channingway did this same thing to a friend of mine who deployed. Meanwhile, another complex in town that i stayed at previously did not. That complex was very accommodating and charged no extra fees or rent.

  The "charge" for the patio, was for 1 weed and a piece of trash that was not there when I left. I lived near the highway which I said, and trash constantly blows there which i was constantly having to remove. So it's possible it landed that day. $30 for one weed is outrages considering they charged a whole month of rent just to pull one weed. 

  The stain was impossible to remove after multiple attempts to clean and since the complex is dated from years ago and the countertops being as old as they are, the complex does not do a good job of keeping up of with its apartments. Something my father noticed after only 2 days of visiting.

  I also reject this because the manager made a false allegation saying I called their staff "idiots" which I did not back in 2021. Which if they need to be reminded how it went I will attach the email this next time. Case in point I call on Monday and the manager who I'm not even sure was there at the time. Falsely claims "well they said you called them idiots first." Since they now are making things up I cannot trust them with anything. 

  Originally I was not going to argue about water, but again staff has been rude since the beginning and continues to while also not wanting to work around charges. I have decided to request they pay for it. Previous months water bills have averaged $30. Which I have the statements. My one week, that I was present in October I was only there 2 days and that was just to clean and i know for a fact we did not use that much water to clean. So I do not understand how I racked up $44?
  
  Sincerely,
  
  ****** *******

  Business response

  10/28/2022

  Again, we will not violate Federal law regarding military rent release. This tenant can discuss the law with JAG the legal department at the base. We are not "other complexes" we cannot attest to what legal or illegal things other communities do. However, we follow the law.

  Secondly, we are not affiliated with the water company. We do not own the water company. However, in order to move another tenant in to this tenant's old unit we are charged the final water bill which we recover from the tenant on their statement of security deposit. We do not set the water fees or contribute to the usage. The water bill is not negotiable. 

  Third, this tenant acknowledged in his lease about his responsibility to clear the patio. The $30 fee related to such were outlined in his lease. His unit was walked by the leasing manager within one hour of him turning in keys. The weed did not "blow in" from the street nor did the trash.

  The substance on the counter was sticky and you can see a dirt ring around the sink lip. The black substance on the floor was dirt from the floor not being cleaned. This tenants subjective opinions about maintenance, the upkeep of my property, and my staff have no bearing on his obligations he acknowledged and agreed to under his lease terms. 

  I have been managing this property since 2007 and have no idea what he is talking about regarding calling anyone any names such as "idiots". 

  The fees charged on this tenant's statement of security deposit are reasonable and within the scope of his lease that he acknowledged and signed. 

   

   

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