ComplaintsforRancho Carrera Apartments

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother's washer over flowed because the sensor is broken and has been broken for years and has had maintenance "fix" it every time, but it is never really fixed. Her apartment flooded, so she filed an emergency maintenance request, this was 6/29. It is now 6/30 and they haven't done ANYTHING! My mom had to put the sopping wet towels outside in the front so they could dry and not get ruined. M****** jumped all over my mother about the towels, but no concern in fixing the issue or removing the water that flooded the apartment. I called to address the issue for my mother and M****** was dismissive and just didn't care whatsoever. Trying to claim they never received a maintenance request. My mother called immediately and filed the emergency maintenance request with V*******. This is an ongoing theme at this complex, where the office staff ignore the health and safety of their elderly residents. They are committing elder abuse by ignoring water leaks that lead to black mold. My mother's fridge also constantly leaks into her food, and they say that's normal for a fridge to leak like that. So again no care and concern for the health and safety of an elderly resident. She is not the only one this happens to, it consistently happens to the older residents. M****** needs to be fired and prosecuted.

  Business response

  07/22/2022

  Good Morning, 

  
  

  This letter is in response to ID-********. On 6/29/2022 our office received a phone call from the named resident in the complaint at 

  4:29 pm. stating her washing machine was leaking. On 06/30/2022 our Maintenace Supervisor attended to the service request at approximately 4:16 pm the request was completed. The Maintenance Supervisor reported to Manager washing machine: level control was replaced and drain pipe was cleaned. The Maintenace Supervisor did not report that he found the apartment flooded per the statement on the complaint or black mold. Photos were taken.

  On May 31, 2022 the resident of the complaint signed a lease renewal for an additional 7 more months with the Rancho Carrera Apartment homes. Whereas; our company always feel honored and pleased to know our resident are satisfied to continue their residency.

  
  

  My name is M****** Armijo, I have been a Property Manager for NALS APARTMENT HOMES for 20 years. I am one of the Board of Directors for the Apartment Association of New Mexico. I am head Chairman of the 4^th Annual Volunteer Day within the State of New Mexico to help enrich our communities and provide those in need. A Volunteer Day, August 19, 2022 which is proclaimed by Our Governor.

  
  

  The owners and Management care tremendously about Rancho Carrera and our community of residents. Our main focus is customer service and I want to apologize for any time we fell short. I hope to improve the outlook and continue residency of this and each one of our valued residents. We, I, take pride in our community, and will always strive to make Rancho Carrera Apartments a clean and enjoyable space for all residents.

  
  

  If you would like to discuss further, please do not hesitate to reach me at ************ or email at *************************

  
  

  We truly appreciate your help in resolving this matter.

  
  

  Sincerely, M****** Armijo-Property Manager

  Rancho Carrera Apartments

  **** ** *******

  ***** *** ** *****

  ************

  Customer response

  07/22/2022

  Complaint: ********
  
  I am rejecting this response because:   M******'s snide response was only meant to toot her own horn, like look at how great I am.  Gross.  And of course the apartment was no longer flooded more than 24 hours later when you finally arrived.  The emergency maint req was submitted on 6/29 and an emergency must be tended to same day.  Tending to it over 24 hours later is unacceptable.   And there is MOST DEFINITELY mold in the spare bathroom.  You can smell it and the floor is warped from repeated water damage from failing to fix the washer all the other times I filed maint requests.  Everytime maint just put a "bandaid" on the problem, never actually fixing it until this time.  If it had been properly fixed the first time then none of this would have happened. 
  Regards,
  
  *** *******

  I need to add to the complaint.

  
  Things have gotten much worse.  My mom came out to AZ to help me move to NM and while gone the fridge broke and everything rotted.  Her apartment is infested with flies and her place smells like a dead body.   Management is barely doing anything, she has to beg for any kind of help.  None of this would have happened if they had replaced the fridge a long time ago.  She has had it "repaired" multiple times, and has told them that it keeps leaking water into the fridge, only to be told that is normal.  Um no.  She needs serious help in cleaning the place to get the smell and flies out.  It is NOT habitable at this moment, and they have refused to pay for a hotel.  I am at a loss on how to get them to take care of this issue, that is due to their negligence and cost cutting procedures.  They brought a new fridge without a word and without any offer to clean or do anything.  We asked for some supplies and they brought 2 little boxes of baking soda and 1 little bag of charcoal.  The carpet cleaners (hired by apts) said they would move furniture to clean all of the carpet, as the smell is everywhere.  They did not move ANYTHING.  There are still dead flies under the beds and by the baseboards.  Management does not want to take care of this problem appropriately.  They are forcing her to live in an uninhabitable apartment.  One office lady came by and said she couldn't smell anything.  Basing what you do off of someone else's impaired sense of smell is unacceptable.  Please please help!

  
  

  
  

  Business response

  08/15/2022

  This is to state Rancho Carrera is requesting to close the complaint on id ********. The Management team has done full diligence in working with our valued resident to resolve this issue. We have done the following. a. Professional cleaner came in for cleaning all her floors and base boards. b. Pest Control provided serves for complaint of flies in and outside of apartment. Pest control stated it was not infested. c. Ozone machine was placed in apartment for odor removal. d. 13 charcoal bags were placed in apartment for odor control. e. Management called several times to follow up with resident. Resident stated on Wednesday, August 10 she was very pleased with the cleaning. 

  
  

  Thank you for your time and efforts to resolve this issue. 

  
  

  Regards, 

  M****** Armijo, Property Manager

  **** ** *******

  ***** *** ** *****

  ************

  Customer response

  08/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My apartment is slowly becoming more liveable.  Not happy that they left me homeless for 2 weeks when I requested a hotel or spare apartment while the stink was being removed.   
  Regards,
  
  *** *******

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