ComplaintsforL'Estancia Apartments

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started living at their ********** location in ******** *******, noticed right away that while presented with a renovated show unit the unit we moved into was not renovated but they still charged us the renovated price. We brought this to their attention and the concerns which is all documented in the walk through portion of the lease we signed. We were never contacted nor did anyone come to do any work to upgrade. Shortly after moving in we noticed the ** unit would not work all of the time we put in a request on 2/9/2023 they came assured us it was fixed. On 2/11/2023 I had to place another work order as the ** was not fixed. We had some really cool weeks following but on 3/18/2023 notice that the ** again wasn't working. No one showed up so we put in a second ticket and no one showed up until two days later. There were a few days where it stopped working but nothing consistent would work someday and not work others, most of the time I could catch maintenance and they would look at it. Then summer came and on since 6/9/2023 we have put in several requests with the ** not working a single time since then. They gave us a one room portable unit that only cools the living room and kitchen with the rest of the house being uninhabitable during the day and uncomfortable at night. The same day we put in the request for the ** 6/9/2023 we had noticed a leak coming through the ceiling. We contacted emergency maintenance who did not show up for several hours. They said they stopped the leaking and had the drywall guys come and patch it up the following week. Which was pointless because by the end of the week it was leaking again and again it took maintenance a long time to show up. This brings us to today, I goto my kitchen water everywhere. We contact the emergency maintenance line 7/5/2023 at 530pm and despite several calls and online requests no one calls or shows up for almost 2 hours.

  Business response

  07/11/2023

  6/9 Work order was placed for ** not cooling properly, filter replaced, and refrigerant added to unit. 
  6/16 Temporary low voltage wiring replaced in apartment. Installed portable **. Ceiling leak was reported in master bedroom. Found a leaking ****** in the upstairs apartment, ****** was replaced. 
  6/19 ** vendor (*****************) ran new low voltage and thermostat wiring for apartment. ** cooling properly.
  6/22 Drywall was replaced in master bathroom. 
  6/30 *************************** and *********************** arrived in the *************** The Leasing Consultant informed residents that the Property Manager was on a phone call. Both residents entered the *************** and began yelling that their master bathroom ceiling was leaking again, and the ** was not cooling to their ideal temperature. Residents were informed of the 20-degree rule. The heat index was more than 100 degrees that day. Maintenance arrived at the apartment within ten minutes to discover that the toilet in the upstairs apartment was leaking. The toilet upstairs was repaired, and a dehumidifier was installed in the master bathroom to remove any moisture from drywall.  Thermostat reading 75 degrees. HV** coils cleaned by onsite team.
  7/5 *************************** called the after-hours line to inform the on-call staff that he had a leak in his kitchen; very vulgar language was utilized. The calls occurred at 7:37pm, 7:43pm and 7:53pm. The on-call Maintenance Technician arrived at 8:00pm. ************ began cursing and yelling at the Technician. The Technician then called the Property Manager, and the resident began cursing and yelling at the Property Manager. A leaking sink was found in the apartment located behind Mr. ***** apartment. The water was removed from the kitchen floor and a plumber was called to repair the leak in the behind apartment. The plumber arrived within an hour and completed repairs. All water was removed from both apartments. 
  7/6 The maintenance team arrived to follow up on the previous nights request. No water was found in the apartment. The ** was set at 67, thermostat read 70 and the vent air being expelled ranged from 56.3-60.1 degrees. Both residents were wrapped in large comforters and sleeping on arrival in the master bedroom. ************ was informed that we would be removing the HV** portable unit and he then stated that it was not cool enough, and we could not remove our equipment. 
  7/11 Drywall was replaced in master bathroom and equipment removed. Residents again were wrapped in large comforters sleeping in the master bedroom. 
  
  

  Customer response

  07/11/2023

  As you can see previously attached the complaints about the ** started in February, at no point did I tell your maintenance techs they couldn't remove any of the equipment from my house not once has that been discussed, and as for the ** reading 70, the minute I turn the Portable HV** off the apartment heats up well into the 80s.so that is two lies coming from your side so far. If your team was so concerned with removing equipment no one has come back to check on the dehumidifier in the kitchen that has sat full of water and unable to work because it is full of water since 3 or 4 hours after it was installed.

   

  As far as the language i decide to use, as long as it isnt pertaining to fighting words or face to face insults are protected by the first amendment so if I decide to throw one into the way I talk a time or two because I have been dealing with a subpar apartment that looks nothing like the display unit we were shown and has had multiple issues since we moved in. The appliances are broken and ****** apart which was documented when we moved in. 

  since 6/9 i have slept in my bed a total of three times and those times is because I was desperate for a good night's sleep and given my back problems if I don't sleep properly my specially ordered mattress was necessary. As for the blanket my PTSD from my time in the Navy prevents me from sleeping without one. 

   

  lastly, your notice that was delivered also containg the lies of my front office behavior, will be documented as retaliation. 

   

   

   Complaint: 20279077
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  07/14/2023

  All service requests and work completed are documented. Temperature readings were taken at the site of each vent, not the room temperatures. The heat index in ******* currently is in excess of 100 degrees. Per the 20 degree rule, the **** system is working properly. Statements from contractors have been received in regards to work complete and apartment conditions.

  Per our attorney, the vulgar language and behavior of the residents is unacceptable. A disturbance notice was delivered. 

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