ComplaintsforSVN Second Story Real Estate Management
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Complaint Details
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Initial Complaint
07/12/2024
- Complaint Type:
- Facilities Issues
- Status:
- Answered
MOLD BED BUGS NO AIR MY RENT 1040 FOR ME TO LIVE UNCOMFORTABLE I NEED TO RESOLVE THIS PROBLEM PROPERTY MANAGEMENT DOESN'T REACH BACK OUT TO YOU ONLY BEEN IN THIS APARTMENT LESS THAN 90 DAYSBusiness response
07/12/2024
The AC for this resident is approved for replacement, however it can take a few days for them to get it installed. Please understand we are doing everything we can.
If she has other issues we would be happy to look into it however she has not put in a work order for Mold or Bed Bugs.Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The air conditioning has not worked in my apartment for a year. When it started to get warm outside I put in a maintenance request to have it fixed or provide a spot cooler. Nothing was done. Since then I have put in 3 more requests, messaged and vm the office, called and texted the building manager, and posted on their ***** page and there has been no response. It is high 80's in my apartment at night and I can't sleep. I have been living elsewhere for a week and still paying them rent. My neighbor just moved out for the same reason. I would do the same but they kept their security deposit. Many of the apartments have non-working a/c units. I have tried everything but they clearly do not care about the residents. I'm not happy but I feel sorry for those who won't or don't feel comfortable enough to speak up or do anything about it. They can't advertise air conditioned units and then not provide air conditioning. Furthermore, the lease clearly states that they are obligated to fix the air conditioning if/when it goes down but they neglect to do so. We need help with this matter.Business response
05/10/2024
Good morning,
We are aware of the HVAC issues and have been working diligently over the past year, plus. It is a situation where the entire system will likely need to be replaced, however due to that enormous expense, we've exhausted nearly every other path to make repairs. We've provided and installed portables and will continue to do so to provide comfort to residents as we are able.
Mr. ***** is a valued resident of the community and we certainly want him to be happy. He has renewed twice since his original tenancy. We will provide him with a temporary solution with the understanding the building's system repair is a longer lead time.
Initial Complaint
02/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We honored our lease and at the end before the final day, I called numerous times about getting touch up paint, etc.. I kept being told that so and so was over this property, and they would have them call me. Never heard anything. Before making my last trip from Nashville, I called again. Was told they would have maintenance leave me some at the door. Got there and had nothing. I called again and then was told all of this was considered routine and not to worry about it. Several months later, I received a bill for over 400$ for damage repairs, Cleaning tasks, etc.. I tried again to reach out and got the same story about so and so was over this property and they would have them contact me. Never heard anything. Then Collectiions called and I explained to them everything and was told they would reach out to second story for feedback. Again, the collection agency still tried to collect. Several months later, it appeared on my Credit Report.Business response
02/21/2023
*******,
We apologize communication on our end was unsatisfactory at that time. It has been addressed with our team. However, after reviewing your account, the work order and inspection associated with your move out shows the charges are appropriate based on the condition you left the apartment in. We appreciate your attempt to repair the damages in your apartment, however our maintenance team still had to patch, sand, paint the walls and damaged window sill and tend to heavy pet clean up. The charges to your account, which will remain, were also communicated via disposition letter that was shared with you in June within the 30 day window. Thank you for understanding.Business response
03/02/2023
After further review and consideration, due to the nature of your situation (not being able to access the locked maintenance closet where pet hair removal was required) we will remove this $25 charge from the amount owed. This adjustment will be made immediately.
All other charges outlined in detail on your disposition letter provided at move out will stand. Per the signed lease agreement, it is ultimately the resident's responsibility to return the apartment to its original condition and properly clean and dispose of items at move out without causing damage to the apartment or the property.
For any additional communication we will refer to the collections department that can be reached at: 866) 494-9902
Customer response
03/02/2023
Complaint: ********
I am rejecting this response because: Just as I have been saying from the start. Bogus charges like this, trash removal (Was none), dirty oven, etc..I tried tiredlessly to get matching paint with no help from property management and even tried to buy some, so that the unit was in perfect shape. Numerous calls and always got the runaround up until the very last day. Then was told not to worry about it and that it was expected and considered routine stuff.
Sincerely,
******* ******
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.