ComplaintsforRemington Village Apartments

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dec 15 or thereabouts, raw sewage started coming up inside the bathroom and living room of my basement level apartment. 24 hours went before a plumber was even called, and then when the plumber was called, they left the doors open allowing stray cats to defacate inside the apartment. After several attempts at contacting the apartment manager she went and dumped a gallon of ****** **** bleach, swished it around, and then left. The apartment manager still has yet to contact me or return my emails and texts, and the raw sewage is STILL in the apartment as no professional cleaners have been called. The apartment actually still smells like raw sewage 3 weeks later. I have dogs and I am currently homeless with my animals due to the negligence of this apartment manager. Most of my belongings are also ruined. This is the SECOND time the sewage has backed up into my apartment, however, the first time the maintenance took out wall portions and cleaned and de-molded appropriately. That maintenance man no longer works for the apartments though.

  Business response

  01/21/2022

  In reviewing Ms. ******** complaint, I can completely understand how she could be upset.  Anyone dealing with sewage would be.  After doing some initial research on this issue, I was perplexed looking at her account because since she moved in to the property which was 05/21, she has only 1 (one)  time submitted a Service Request for her apartment.  This 1 (one) request was made on 12/13/21 asking for a pilot light to be relit on a water heater.  I do know that from time to time tenants do not follow policy and use  their tenant portal to report issues, which is then difficult as we have nothing to track at that point.  I have been in contact with the property manager.  I have been told the problem was corrected and cleaned, however the tenant was still unhappy.  At that time I told the property manager to offer Ms. ****** a full refund of her Security Deposit and Previous Months Rent if she would like to move from the property.  She was also given the option of taking another unit at the property that would have been made ready 2 days later.  Ms. ****** declined either offer as they were made to be out within a certain timeframe.  I believe Ms. ****** took that timeframe as an insult, however it was meant to move her as quickly as possible because we could tell how upset she was.  After the property manager told me that Ms. ****** declined the offer to move du to the time restraint, I then told the manager to contact Ms. ****** again letting her know that was not a deadline and for her to let us know how long she would like to be able to move seeing as she is unhappy with her unit.  To the best of my knowledge as of today, 1/21/22, Ms. ****** has still not responded to the property managers message regarding the new move out timeline.  

   

  As for Ms. ******** complaint that we allowed stray cats to use her apartment for a bathroom.  My employees are well aware that anytime after entering a tenants unit, they are to make sure the doors are closed and locked behind them.  I have been in this business almost 15 years now and this is the first complaint of a door being left open for cats to defecate.  I do know that Ms. ****** has 2 Chihuahua's in her unit and I would have to think that their feces is rather close in size to that of a cat.  Maybe she just saw her own animals excrement.  

  Customer response

  01/22/2022

  Complaint: ********
  
  I am rejecting this response because: I have responded to them several times . The property manager took a month to reply to me after I asked it be cleaned professionally . I finally got a response back on January 14th in email. I was given 2 days to get my stuff out to get a months worth of rent back (was not offered my security deposit) and I read the email on the 15th so I had exactly one day on a Saturday/ Sunday to find somewhere to move my stuff to . And when offered a new unit or for it to be cleaned , I responded that I would call a professional myself OR I would like a new unit and then all I got back from the property manager was “I’ll let you know when one is available “ and it’s been about 3-4 since I’ve heard anything back about it . I have all the emails to prove my responses . A lot of this response from the BBB has completely SHOCKED me . I don’t even know how here any of this is coming from because I’ve rarely gotten responses from the property manager or owner . I was ignored for an entire month . She poured a quarter cup of bleach on urine and feces and called it clean . I have the pictures of what the place looks like still. I didn’t put in a maintenance order because I had to call her on emergency the night it was flooded and maintenance came out with a plumber and I never heard anything after that. I waited about 3 weeks and practically begged to have it cleaned and she quickly went down and wiped some surfaces in the bathroom. It was leaking from my living room floor boards  , out to the hallway , about 2 feet on the carpets in both rooms . Nothing was done for 3 weeks after I had emailed her multiple times asking when something would be done . She is well aware from our emails that I have been couch surfing . Also the excrement showed up on my fireplace after I already moved my dogs out of the unit . I have photos with times of these happenings . 
  
  Regards,
  
  ****** ******

  Business response

  01/25/2022

  I am unsure of what Ms. ****** is requesting from this rejection.  I do not see what it is she is looking for.  She has been given the option to move, she still has yet to respond to this option with what would be an acceptable timeframe.  Also I am unsure what the property manager and Ms. ****** spoke about, however the security deposit refund was to be part of the months rent as well.  Currently, Ms. ****** is still in possession of the unit and nothing has been paid on it.  I am more than willing to come to some sort of agreement with Ms. ******, however she has yet to ask for anything. 

  Customer response

  01/26/2022

  Complaint: ********
  
  I am rejecting this response because: I have responded several times . I do not understand the situation. I’ve told them multiple times on several occasions what I’ve agreed on based on the one email I’ve gotten. I am the one not being responded to. I had NO offers until a month after the place flooded and then when I agreed on something I still have had 0 response . Now I’m really over this whole situation and have been left homeless. I’ve asked to just leave and have my security deposit back because it’s taken over a month to get the new unit I asked for initially and I just want to move out . I’ve given a clear date on when I’d be moved out. No response STILL. I am the only one contacting anyone. I haven’t talked to the property manager because she refuses to be in contact with me about the situation so I don’t know where the miscommunication is . Bottom line , no offers were made to me until a week after my first claim went through with the BBB and was approved and it the one response I got, I responded and got nothing back yet again  . I’ve continuously emailed the property manager and nothing. She even refuses to send me the owners email. 
  
  Regards,
  
  ****** ******

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