Complaints

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in on June 15, 2022. I have called maintenance several times and they have not come to fix my shower that's not working and broke the door in my bathroom broke and the car monoxide detectors are not working correctly. The outlets on the wall are showing loose wires as well as my dining room. Chandelier is hanging off from a thread ready to fall down. I paid 1740 for rent. I was not able to look at this place before I rented it because of Covid. They told me everything would be fixed within two weeks. We are now in December when I called the office, they give me an attitude and scream at me like I'm bothering them. I don't feel I should pay for the services that I am not getting. It also sent me a nasty letter saying that my building is flushing things down the toilet bowl and if it overflows everyone in the building will be charged for it to be fixed. I was only there for two weeks when I received this threatening letter they are building new apartments and they don't seem to care about the ones that they are already rented to. I will not stop until I get the services I pay for. I pay my rent on time and I held up to my end of the lease. I appreciate it if they can held up to theirs.

  Business response

  12/14/2022

  December 12, 2022

  Dear *** *******,
  
  This letter is in response to your letter, see attached.
  
  I would like to start by saying the address this letter was sent to a resident not the office, and they in turn forwarded it to me after opening it. Can you please change the address on file to the following:
              Green Valley Management Office
              *** ********* *****
              East Stroudsburg, PA  *****
  
  As for the information in this complaint, it is not factual for the most part. The resident did move in on June 20th not the 15th. We ask every resident to fill out a “Move In/Move Out Report “and return it to the office, which she has never returned. So we were not are aware of any issues she had. She did see the apartment before moving in and the only thing that was not complete was a closet bi-fold door was not hung. We told her the door was on backorder and as soon as they came in, we would install them, and she was fine with that. When the doors came in on August 9th, we scheduled a date for the install on August 10th. We had to cancel and reschedule due to an emergency here at the property. We were able to keep the date of August 10th, we called her but no answer so we sent her an email that maintenance would be coming over. Maintenance went to the unit anyway to see if she would let them in, they rang the doorbell, but she did not answer the door. I emailed her to let her know maintenance was there and she said she had no idea what I was talking about, no one was there. We tried to reschedule with her but at her request she informed us she would have to let us know a better day for the install. The bi-fold doors were installed the following week.
  
  As for the other issues in the apartment, we were not made aware of anything until 11/12/2022, when she sent an email with the following information:
  The bathroom in my master bedroom had a few things that need to be fixed. The door came off the hinge and it has never closed properly, I tried to fix it myself but the jingle will not bend cause of paint The toilet bowl needs a new chain and the shower does not turn off unless I use a screwdriver. I’d appreciate it to get it fixed ASAP. Please let me know when you are will fix it so I can be home. Chandelier coming down. Thank you.
  We called the resident to schedule the repairs and she said it was not a good day for the repairs because she was not feeling well. We asked for another date, and she said she would call us back at a later date. 

  We sent an email on 12/5/2022, letting her know her voicemail was full, and we cannot reach her for the repairs. After not receiving a response, we sent a second email on 12/6/2022 requesting her to contact the office so we can make the repairs and her response to that email was,
  “this is the first contact that I have heard from you since I asked for my apartment to be looked. Right now, I am trying to get rest, so this is not a good time for me considering I’ve been asking for months at this point I wouldn’t even worry about fixing it because it doesn’t seem to be a priority.”
  
  I am not sure what else we can or could do to accommodate *** **********. We are not happy to have an unhappy resident, but we have honestly tried to work around her schedule and wait for her to let us know what works for her.
  
  Please advise if any further information is needed and how this response will be handled.
  
  Sincerely,
  
  Lisa V******
  Community Manager
  

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