Complaints

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we first moved in I wrote down everything that was wrong with the place. I was told that the carpet was new, and the dishwasher is old, Then the water pipe broke and the water was up to my ankle. They patched the pipe up and it is coming a loose again. We purchased a dishwasher and we asked if we could have someone put it in, but they stated that we could not do that. We had racoon in our attic and you can still see the f**** in the ceiling and there is a foul odor of sulfur that lingers in the townhome. We would like the pipe fixed, and the hole fixed, and the counter is repaired. We would like the necessary repairs made when we request them.

  Business response

  09/29/2023

  Customers Statement of the Problem:
  
  When we first moved in I wrote down everything that was wrong with the place. I was told that the carpet was new, and the dishwasher is old, Then the water pipe broke and the water was up to my ankle. They patched the pipe up and it is coming a loose again. We purchased a dishwasher and we asked if we could have someone put it in, but they stated that we could not do that. We had racoon in our attic and you can still see the f**** in the ceiling and there is a foul odor of sulfur that lingers in the townhome. We would like the pipe fixed, and the hole fixed, and the counter is repaired. They patched the pipe up and it is coming a loose again.
  
  RESPONSE:
  
  Resident Moved in & accepted the unit on 12/2019  
  Resident was aware the kitchen was not updated and the carpet was not new. Resident accepted the unit after several walk through's prior to lease signing.
  
  I have had one work order on the carpet about a stain that appeared by the steps.  I called the License *********************** we use and it was stated it was a stain from a spill such as coffee.  According to the lease, it is the resident's responsibility to have clean.  
  
  In regards to complaint repairs.  (per resident)
  They patched the pipe up and it is coming a loose again. 
  We would like the pipe fixed, and the hole fixed, and the counter is repaired
  
  Response:  Pipe -  A ************************ was called. It was a sewer back up not pipe broke. Along with the ***************** a *************************** was also called out to extract & treat the area. The water did not flood the entire basement. It was a small area outside of the laundry room.
  If the resident is having an issue with this pipe or water in the basement, they first need notify the office either via direct email to the Manager, through the rent website or a handwritten letter placed in the office mailbox. If pictures are sent, you must send email directly to Managers email. The Rent website does not send pictures. So it can be addressed.  We have not received a work order from resident.
  
  Response: Dishwasher  -  It is our Company Policy. We do not allow tenants to replace appliances. We have had several License Appliance Companies and two maintenance personnel evaluate the dishwasher.  None found anything wrong with the dishwasher accept misuse. Photos and documentation are available. The last work order for the dishwasher was responded to immediately and found that the tenant used regular dish soap in the dishwasher. An email was sent to the resident in response to her work order.
  
  Response:  There has been no work orders submitted for the counter repair, a hole (?), the pipe in the basement needing repaired or a foul smell of sulfur lingering in unit.  Per lease, A work order needs to be placed to the Managers direct email or thru the rent website or a handwritten letter placed in the office mailbox so they can be addressed.  If pictures are sent, you must send email directly to Managers email. The Rent website does not send pictures. 
  
  Response: There was no Racoon only squirrels to my knowledge. We trapped the bldg and repaired any damage holes. The last work order regarding the squirrels (early summer) was trapped and all repairs made and a tree removed from back yard along with a tree cut back from the roof line from a Professional ********************* No work orders have been placed since regarding squirrels.
  
  Response:  We have had 30 plus work orders submitted.  Every work order has been Responded to in a timely manner and documented.
  
  If I can further assist you, feel free to reach out to me.
  
  
  Thank you,

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