Complaints

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living in this apartment since September and almost every month there is a problem that this complex feels appropriate to not deal with properly. Our apartment has had multiple leaks and water damages since moving in and the person they send to repair these damages is just some random dudes they hire off the street and pay them partially in free living accommodations. These men do not know how to repair this damage nor do they have the tools to resolve it. I am filing a formal complaint because my room is currently flooding for the third time and at this point I feel like it has become a danger to myself and the other tenants in this building. Mold is starting to grow and I am not having flu like symptoms such as runny nose and sore throat as a result. Not to mention the water damage is by THREE electrical outlets that can get wet and catch fire at any moment. They never answer the phone, and I have reached out many times regarding these issues and they are never handled correctly in a way safe to tenants. A professional needs to be sent out here to deal with all the water damage on this property and tenants need to be reimbursed for this negligence in some way.

  Business response

  05/17/2024

  *****,

       I am writing to inform you that we have opened a work order to address the water damage caused by the storm last night 5-16-24. As part of our immediate response, the flooring company, Flooring Warehouse,  will be arriving today 5-17-24 to carry out a water extraction from the affected areas. Additionally, we have scheduled an inspection of the building's exterior by a specialized company to assess and address any further damage.  

  Sincerely,

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

  Customer response

  05/17/2024

  Complaint: 21723538
  
  I am rejecting this response because: half of my room is flooded and unusable and rent needs to be decreased until this problem is PROFESSIONALLY fixed. 
  
  Regards,
  
  *************************

  Business response

  05/20/2024

  Tell us why here.Hi *****,
  
  
  My law firm and I represent your landlord, Indian Creek Apartments. As you know, you and your co-residents ***************************** and ************************* lease from Indian Creek Apartments the improved real property located at ********************************** ******************************************************** (the "Leased Premises"). You lease the Leased Premises pursuant to a written lease contract (the "Lease") which has a term from August 26, 2023 through October 25, 2024. 
  
  
  We have been asked by your landlord to step in and handle all communications moving forward. If you have retained an attorney to assist with any legal matters concerning your tenancy at Indian Creek, please immediately forward them my contact information so that we may communicate with them directly. Or, please provide their contact information to us so that we can reach out to them.
  
  
  If you do not have an attorney, please contact us directly moving forward as it relates to your tenancy. Specifically, all communications regarding your demand for reimbursement; your non-renewal of your Lease that you sent management today; and other concerns you have about your tenancy must be sent to us. Email works best for us. Please, therefore, refrain from calling or emailing management at Indian Creek and regional management. All future correspondence should be sent to me.
  
  
  However, if you encounter a new repair request or concern, please continue to report those concerns to Indian Creek via a written work order, as you normally would.
  
  
  As we understand it, the Leased Premises are currently undergoing repairs due to flash flooding which occurred yesterday as a result of heavy rain. As part of those repairs, a water extraction company has reportedly placed fans in the unit and pulled back the carpet and padding to dry things out. The company will reportedly be returning on Monday to take next steps and confirm the unit is completely dry.
  
  
  As we also understand it, today, Indian Creek investigated a leak from an upstairs unit that affects the ceiling of the Leased Premises. As you probably know, a reputable third-party company is in the process of making the necessary repairs, which will involve cutting and replacing wood boards. These repairs will be completed as promptly as practicable.
  
  
  While both the ceiling repair and the water extraction are underway, as we understand it, a reputable third-party vendor will also be sealing any areas outside of the unit that have caused or contributed to the water intrusion from yesterday's downpour.
  
  
  We understand you are dissatisfied with your tenancy at Indian Creek. We also understand the inconvenience caused by the current repairs have contributed to your dissatisfaction. Therefore, we have been authorized by Indian Creek to offer you the ability to terminate your Lease without penalty. Although today you provided written notice of your desire to end the Lease on October 25, 2024, when the Lease expires on its face, Indian Creek is extending an offer to end the Lease earlier without incurring any early Lease termination penalties. Specifically, in exchange for a settlement and mutual release agreement signed by all residents, you may select a date within 30 days of this correspondence to move out of the Leased Premises. 
  
  
  This early termination offer may be accepted by you and your co-residents up to Wednesday, May 22, 2024 at 5:00 pm (the "Deadline"), at which point the offer will be null, void, and can no longer be accepted by you. Please let us know by the Deadline whether you accept this offer. This offer is confidential pursuant to Texas Rules of Evidence 408, therefore you must refrain from disclosing it to anyone other than your co-residents and counsel, if any.
  
  
  Please email us if you have any questions about this early termination offer or about anything related to the matters discussed in this correspondence.
  
  
  Thank you.
  
  
  Sincere regards,
  
  ******************************* (she/her)
  Partner
  ************** 
  *******************************
  ..

  Customer response

  05/20/2024

  Complaint: 21723538
  
  I am rejecting this response because:

  the foundation leak has yet to be repaired and it has been 15 days since the initial work order for it. Facts are facts. My carpet is still also not repaired. 
  
  Regards,
  
  *************************

  Business response

  05/21/2024

  I have touched base with Flooring Warehouse, on Friday 5-17 they pulled the padding underneath the carpet in the bedroom and set equipment out to dry the area.  Monday 5-20 Flooring Warehouse came back and picked up the equipment and replaced the padding.  Today, 5-21 Flooring Warehouse will come back to clean the carpet.
  Work order number ***** is currently still open.  Paragraph 15. of the Lease contract states, "Requests, Repairs, and Malfunctions. The time, manner, method and means of performing maintenance and repairs, including whether or which vendors to use, are within our sole discretion." Once the work order has been 100% completed it will be closed out.

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