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Complaint Details
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Initial Complaint
03/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My name is *************, my mother, ************* has cerebral palsy and she fell in her tub **********. She had to beat on the side on the walls for her neighbors upstairs to hear her. Friday morning her neighbor, *****, heard her tireless knocks and called the office. The maintenance man showed up WITHOUT the spare key and he had no knowledge to where the key was present at the time. So my grandmother and I had to drive over there with the spare key and opened her apartment. I had to buss the latch off the door and thank god my mother was okay with a broke arm. The point of this letter is to bring awareness to how unaware your maintenance team is. During a life or death situation, we we're helpless because the MAIN key to open up any apartments were nowhere to be found during that stressing and alarming event. I spoke to Mr. ***** **********, He was very understanding and let me know that there's no units with a walk-in shower available at this time but he will send this letter over to corporate, hopefully a walk in shower can be installed. Beverly's lease is at the point of a renewal is needed and if her needs aren't accommodated with then she won't be renewing her lease. It's now ********* and no response from the company. My mother just wants a unit with a walk-in shower or a walk-in shower installed as Mr. ***** said can be done.Business response
08/19/2022
Business Response /* (1000, 8, 2022/04/06) */ It is unfortunate that this event occurred. The cause of the fall was no fault of the property. It has been communicated to the resident that she could submit a reasonable accommodation request in writing. We have yet to receive the request in writing. It was verbally communicated to the resident that we would approve it, once officially submitted, but that it would be at her expense (********************) and we could obtain quotes for the work. The resident's daughter called the office on **** and informed the leasing agent that her mother would not pay for the modification and that she will be moving out. Written notice to vacate has not been received by the leasing office at this time.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.