Complaints

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rule property management seems to think they can get away with anything. Our lease started April 15th ************************************************************************************************************************************************************** the spring. Never happened and I emailed twice about it and never got a reply for a solution. Then the first week we were here our shower handle fell off and the we have to use a s**** to turn it on and its so loose it barely works and its either scorching hot or ice cold and the shower head doesnt work. Also we found proof of termites (re accruing termite dust) downstairs and upstairs the first month of moving in which they either didnt do a proper inspection and didnt know or they did but didnt notify us of any issues especially when I specifically asked during the showing if there was any structural damage to the house which he replied we did the inspection and everything seemed fine. So either way thats a violation in itself. Called about that right away and gave dates of availability and yet again they never got back to me. Our sink drain in the bathroom also doesnt work since we moved in and we have the drain cover on the whole time so its nothing we did. We used draino twice and it didnt seem to help. I have documented everything. Pictures, emails, ect. If they cant do the basic work to make their properties livable then they shouldnt be in business. Having everything working properly in a house shouldnt be a luxury.

  

  Business response

  08/12/2022

  ******* emailed our office requesting that we fix the ruts in the yard due to difficulties mowing on July 14th.I replied the same day requesting pictures of the yard so that we could create a work order to send to our Project Manager to get this resolved. I received the pictures from ******* on July 19th. By our own mistake, we did not have an existing work order in place for the ruts before that time, so this kicked off our process to get the issue resolved. ******* created a work order through the tenant portal for the shower handle on July 27th, which was sent over to our Project Manager. As I explained to *******, our Project Manager left town just days after she submitted the maintenance request and was tied up with emergency work orders involving safety and security concerns at another property prior to leaving. He is expected to return on Tuesday August 16th, and I have assured ******* that we will be out as soon as possible once he is back. I expect he will be addressing the work order for the shower handle the week that he returns (by August 19th). Regarding the termites, ******* called our office and explained the concern, at which point I did ask for her availability to be home to allow access to a pest control specialist for an inspection. The pest control specialist was not able to get to the property on any of the days she had provided, and I called back to request additional availability. ******* did not answer, and I did not get a call back from her. When she did reach back out to us (regarding the ruts in the yard on July 14th), the termites were not mentioned. Regarding the bathroom sink drain, I dont recall this issue being brought to our attention at all. We did not receive a maintenance request via the tenant portal, and I have no email communications from ******* or the other tenant at the property bringing this to our attention, nor do I recall any phone conversation including this issue.

  
  It is a huge inconvenience to have to work with a broken tub/shower handle, and we are not discounting that at all; however, this issue is not considered an emergency. We do our best to maintain our properties to the best of our ability with the resources that we have available to us, but there are times when our staff is not available for personal reasons, and there are times that a work order will be delayed as maintenance staff will be prioritized according to urgency. It is unfortunate that the timing of Katrinas maintenance request lined up with both of those circumstances. That being said, we are actively working on adding to our maintenance team so that we can be more responsive to the maintenance needs of our properties. We have struggled to find someone with the experience necessary for this role, as we really need to hire someone who can hit the ground running, so to speak, who also has access to and willingness to use their own work vehicle. We have temporarily removed our job postings while we work on acquiring a vehicle and will resume searching for the right addition to our team once we have. There was also admittedly a breakdown in communication regarding the ruts left in the yard, that we didnt have a work order in place to get them repaired in the Spring as was indicated by the move in inspection, and we do take responsibility for that. We will continue to work on and improve our communication within our team as well as our communication outward with our tenants. Had I followed up with ******* more frequently, I feel most of the frustration of this situation could have been avoided. We understand that Katrinas tenancy has gotten off to a ***** start, and we are committed to improving this experience.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩