ComplaintsforApartment Exchange, Inc

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They manage the building I live in. I put in a work order about the flickering light in my kitchen. They have never sent anyone over to check out the problem. I have a shower head that needs fixing. ****** told me that I can stay in the apartment until the end of March.

  

  Business response

  02/18/2022

  This tenant is a month to month tenant that was given written notice to vacate for the end of February 2022. She is not happy about being asked to move. The ****** she referred to is the property manager and he never said that she could stay until the end of March 2022. If she stays she will be in violation of the notice, and a lawsuit could be filed for unlawful detainer. 

   

  On the maintenance issues, Ms **** has a dog. We must work around her schedule because we are not allowed to enter without her being there. The maintenance department has the work order for the shower, which is for low pressure, not for an inoperable shower head. Not to mention this apartment has 2 bathrooms. They expect to be able to provide service today.

  Customer response

  02/18/2022

  Complaint: ********
  
  I am rejecting this response because:

  ****** contact me this morning at 9:34am to inform me that he received my complaint from the BBB. He then stated that maintenance would be at my unit today to make repairs to my shower and that someone from the maintenance team will contact me  before they arrive.  He said that he never knew anything about the electric. I told ****** that was not true because he and the maintenance guy in the green van were standing outside when I asked about my electric. He said that he didn't remember that and I asked  him How he didn't remember because I asked him many times about the electric.. ****** avoided the electric conversation and jumped right to   he never said that I could stay in my unit until the end of March. As I  tried to recap the conversation with ******, he abruptly cut me  and started yelling saying that I was  "putting words in his "mouth". He said that he agreed to let me stay in  my unit until the middle of March and that he did not know what I was talking about as it pertains to the end of March. I told him that was not true and he said that I was not telling the truth. I told him that I was stating facts.  I tried to speak again about the  " Staying in unit" conversation that he and I had, and again he started yelling into the phone.   I told ****** that I had to go and that it was okay for the maintenance my unit.
  

  After that phone call ended, the maintenance tech contacted me at 10:25am to say that he will be in my unit to repair the shower and look at the electric. I said it was fine and asked him to excuse my unit because I am in the midst of packing. He said okay and that he would be there in 5 minutes.   Into which he is currently in my unit at 3:44pm making shower repairs).

   

  Also when ****** and I spoke about my staying in the unit, I told him that I did not have the dog anymore.  Please note that the staying in my unit conversation happened around the 2nd week of February possibly the 8th or 9th.
  
  Sincerely,

   

  To say that I am upset about moving out of my unit is false. The reason ****** and I had that conversation about my staying in the unit was because I told him that I submitted an application with another company and  that the agent contacted me to inform me that she made mistake by taking the application fee for the home that should have been taken off the market  and website. I told him that I was going to need more time to look for a place the middle of March possibly the end. He asked me the name of the company and when I told him the name, he said that he had never heard of them and asked where were they located.  As I searched for the direct location on my phone, I told him that my son came to pick up his dog.   When the location popped up on my phone I gave him that information he said " huhmm I never heard of them. He then said look" stay in your unit, let me talk to the owners and I will let you know whats going on. He asked for the best contact number I gave him my cell number.  He then said that he had been  calling the other number that  was listed. I told him I don't know why because I told him to call my cell. I  then said to him to call my cell because my days are long and that I have work and school and my cell is the best contact He said okay and the call ended.

   

   Please note that I am not upset in any fashion that I have to move from my unit. There was an unforeseen event that took place into which caused the delay in moving. I applied with another community and still cannot move into the unit until the 20th of March.  The new company sent had requested my rental verification sometime this week and Apartment Exchange responded same day. 

  So to say that I am upset about moving is absolutely false and to attack my character by trying to make me appear to be irate is insulting. To say that legal proceeding will be taken against me after I was told something from the manager of this building is horrid. My next step is contact the media.

  I have also filed a complaint with ********** ** ******* *** ***** ************ ****** ** **** ******* on Feb. 11th. and will be reaching out to them on Monday to provide an update.

  4:12pm - maintenance says that he will be back to install drywall. I asked if I'd be able to take a shower, he said yes. When asked  about electric, he said that he took it down at the door and chalks it up to old wiring.

   

  Can provide more pics

   

  I have more pictures. 

  ******* ****

  

  Business response

  02/24/2022

  
  
  Ms. **** was properly given notice to vacate in full accordance with her lease agreement and housing regulations. We have attempted to resolve all known maintenance concerns in a timely fashion. We apologize for any confusion, perceived miscommunication, or perceived hostility. She seems to indicate that her current maintenance concerns have been resolved. Should she have any additional maintenance concerns between now and the time she vacates, we will be happy to address them.
  
  Our office is available during normal business hours to field any questions or concerns Ms. **** has regarding her apartment or the termination of her tenancy. We have 24/7 emergency on call maintenance should she encounter any issues outside of office hours, and there is an online system where she can document and submit any requests in writing.
  
  If she feels communication has become strained between her and her property manager, the president of the company is happy to make himself available to discuss that matter with her directly. It is our contracted responsibility to uphold the terms of the lease and the wishes of the property owner. Our original notice to vacate was in full accordance with all relevant laws and contracts. That said, if Ms. **** returns possession by March 20th as she has indicated and pays prorated rent for that time, Apartment Exchange has no intention of taking formal action against her.

  Customer response

  02/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I've requested for the President of Apartment Exchange to contact ne.  I have yet to hear from Eric. I was told by Josh that there is no one that I can speak to over ******. Maintenance is not completed in bathroom or kitchen.  And this issue is much GREATER than maintenance and lack of communication. Apartment Exchange is fully aware.  It saddens me that the owners allows management to violate Fair Housing Rules and Regulations.

   

  Please note that, I am not saddened or angry ( as whomever responds so eloquently states) about vacating.  My unit will be vacant on 3.20.2022, and my prorated rent will be paid.  I will need to be contacted to schedule a date and time to be present  for the Move Out  Inspection. The original Move In/ Move Out Inventory Check List from the date transferred  (7354 -1W) to this unit  August 14, 2017.

   

  Until then, I am still waiting to hear from owners and for the resolve .....
  
  Sincerely,
  
  ******* ****

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