Complaints

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We moved into Taravue Park Apartments in August of 2022. From the beginning we have had nothing but problems. Everything we had issue with was documented and every time we put in a work request it would take ages for them to come fix said issue or they'd come in and say it's not fixable. We moved out August 14, 2023 and cleaned the carpets ourselves before the "professionals" were to come and clean the carpets. We never got a call from them or taravue about how "bad" the carpets were. The manager is rude as all get out and kept cutting me off as I was talking. They refused to take anything that was said into consideration and will not be returning the deposit back because of the "terrible state" of the carpets. Most of the mess with the carpet is usually wear and tear that they could have easily just cleaned out. I also want to point out that our apartment smelled like cigarettes the entire time we have lived there because of our upstairs neighbors.

  Business response

  08/29/2023

  We have a standard process for our residents moving out.    We have their carpets evaluated by one carpet cleaning company that our entire management company uses.   If they cannot clean it due to pet damages they will not clean it and recommend we replace it.  When we replace the carpet the carpet cleaning company doesn't receive the business, therefore there is nothing in it for them to recommend we replace it.   Their carpet was installed 12/09/2020,  standard carpet life is approximately 7 years.   When they came in that morning, my assistant manager and maintenance supervisor were talking with them, asking if they could have more time to get someone else to clean the carpet.  I walked over and stated their lease was up, they gave a 60 day notice, they had plenty of time to hire someone else.  That unit was pre-leased to move in, so we had to start working on it for the next resident.  They started to raise their voices and began cussing at us, when Jacob said the F word twice in a row I asked them to leave our office.  I do not tolerate my employees being spoken to that way and anytime we feel threatened we immediately ask the people to leave, for our safety.  

  The entire issue boils down to the amount of pet damage in our unit and they do not want to pay for it.   Its clearly spelled out in our lease and move out form.  I did not charge them for the carpet cleaning and ********* didn't collect money from them because we had to replace it.   They had 12 work orders while they lived here and all were taken care of within 2-3 days.   Those items have nothing to do with their responsibility for their pet damage to our carpet. 

  Skylar came in again about 30 minutes later after I asked them to leave and proceeded to scream at my entire staff that was standing in the office (we were discussing our plan for the upcoming heat) and yell at us as she was walking out.  Yes, I was short with her, because it is not fair to anyone to be screamed at while they are at work and there was nothing left to say.     My maintenance technician asked her to leave and she told him to "* ****"     

  I've attached their move in condition form here and you can see that it doesn't say anything about existing pet damage on their carpet.    I've also attached the evaluation from ********* and the invoice from ** ******** for us having to replace the carpet and do a pet seal on the subfloor due to the amount of urine that soaked through the pad.   

  Please let me know if you need anything else,  I look forward to resolving this issue 

   

  Customer response

  09/08/2023

  I will state that yes, tensions were high, but when I went back into the office I went in with a calm demeanor and the manager kept interrupting me while I was talking. So obviously I am going to get heated when they will not listen. As I was leaving the maintenance man slammed the door on my shoulder and that was when I said something to him, in which he replied "your mother" like an absolute child. 

  Why would we get the carpets cleaned while we are still living there? What sense would that make? All we asked was for extra time to get the carpet cleaned when the company they contracted did not contact me at all. 

  the carpets were replaced in 2020? But we moved in, in 2022. There were paint stains and random stains on the carpet when we moved in. My ESA had some medical issues and we took care of that and cleaned the carpets afterwards. 

  I am not satisfied with the response they had. We had service issues and whatnot, we couldn't lock the screen door because "it's an old building" the front door was warped like crazy and they "fixed" it by beating it with a 2x4 and hammer. It didn't actually fix the problem at all. The counter was supposed to be fixed when we moved in. They never came and fixed it.

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