ComplaintsforNorthwest Woods Apartments

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a letter to Northwest Woods Apartments dated for November 18,2021, given them 14 days to respond to a leak that was determined to be coming from behind the wall from a leaking pipe in my apartment. As a result they never responded in writing to the written complaint about the leak which wet up my bedroom floor carpet. Ruined a pair of house slippers and debris from a blower to dry up the water blue drywall all over my bed spread because maintenance did not place plastic to protect my bedding. This issue of the leak started in November of 2021. I placed a call to maintenance around the 6th of November. At first Northwest woods wanted to blame my brand new washer and dryer when in fact I am a new tenant and a senior. I have had no time to unpack boxes or utilize the washer but once. There was no water in or around the area of the washer period. The maintenance department finally discovered the leak behind the wall. The section of the wall had to be cut out and the pipe repair to stop the leak. I was charged full rent for November, which should have been adjusted because they knew the apartment was not rentable in that condition. They did not reduce my rent for the inconvenience of November, December and here we are in February and the repairs have not been entirely completed. Though they have replaced the wall still need to finish it. The carpet was cleaned that is about all. I was charged full rent and for the water bill which should have been adjusted due to the leak not caused by me. They come into my apartment without notification and fail to put my things back where they found them. I just feel they do not care about legitimate issues brought to their attention. The unprofessional way office management handles issues I find totally unacceptable. I feel My rent should be adjusted for November and the water bill due to the leak eliminated since it was not my fault. I also am seeking reimbursement for my house slippers and dry cleaning for my bed spread.

  Business response

  04/01/2022

  NORTHWEST 
  WOODS 
  
  February 9, 2022 
  
  ****** ****
  ***** ******* *** ****
  *********** ** *****
  RE: BBB ID #******** 
  
  Dear ******,
  
  I am writing in response to your concerns regarding the leak you experienced in your apartment. On Saturday, November 6, 2021, you contacted the office in regards to a water leak that had soaked your carpet in the master bedroom. Maintenance responded that same day. When they arrived, they noticed that the carpet was soaked but could not find any evidence of where the water was coming from (i.e., water marks on the walls/ceiling, leaking faucets, etc.). We immediately contacted the carpet cleaning company for an emergency water extraction. They responded to the call that same day to extract the water, put carpet fans underneath the carpet/pad and provided you with a dehumidifier to dry out the carpet and pull moisture out of the air. 
  
  Since the affected area was on the other side of the wall where the washer/dryer connections are located, it appeared that the source could have been from your personal washing machine. It is not uncommon for washing machines to cause a leak to this extent as there have been incidents in the past due to an installation error or a disconnected drain hose from the vibrations of the washer. When you stated that you had not used your washer over the past few weeks, I went over to your apartment with maintenance to complete a physical inspection. At that time, we determined that the water was coming from behind the drywall. The repairs to the pin hole in the copper pipe and valves were completed on 11/16/21. 
  
  We had another maintenance tech from another property within our company come out and ensure that everything was properly repaired before putting drywall back up. On 11/24/21, he found that the valves were still leaking and made the repairs that day. After every leak repair, it is imperative to allow a few days for all areas to dry out and ensure no further leaks are present before completing drywall repairs as this can result in moisture being trapped and create mold/mildew. On 12/3/21 the damaged drywall was cut out, removed and replaced. 
  
  I would like to extend my sincerest apologies for the negative experience you've had and we hope you will give us another chance to make it right. This was not our intention as we want all of our residents to enjoy and feel comfortable in their home. However, not all maintenance requests can be resolved in just one visit. Some troubleshooting processes will/can take more than one initial visit. The few items that remain outstanding (sand drywall, paint and put the baseboard in place/paint) will be completed by the end of business day on Friday, February 18, 2022. As stated in the lease, an open work order grants us your permission to access the unit for repairs without additional notice. As a courtesy, we can call ahead to let you know that we are planning to enter that day. 
  
  Due to the inconveniences, you have encountered and the length of time it has taken for repairs, we are willing to credit your account $532.50 as a one-time compensation. Please accept this as our final plan of action to rectify this matter. After reviewing the situation and its entirety, we consider the above to be a reasonable. Further compensation/accommodations will not be accredited. 
  
  Sincerely,

  Stephanie R.
  Community Manager
  Cc: BBB|1 E. 4th, Suite 600, Cincinnati, OH 45202 
  

  Northwest Woods • 11605 Passage Way • Cincinnati, Ohio 45240 
  P ###-###-#### • www.nexuspm.com 
  PROPERTY MANAGEMENT 
  LOULOU OPPORTUNITY 

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