Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regard to our duplex at the Buckeye Villas (4820 E *******************************************) owned by Rudeen Management and managed by ******. We moved out on 10/25/2024. Upon move out, we received no communication and no legitimate bill ****** than a quote) in the mail 2 months after moving out. The bill was $2,923.16 but they kept our security deposit and prorated the money rent to pay some of it without informing us. The amount we still owe is $2,215.31. We tried to communicate with ****** (via email) as well as Rudeen Management (via email, phone call, and certified mail) to figure out why we were being charged so heavily for a place we only lived at for 5 months. We received no responses other than short email back from ****** and a statement that they have no proof and no photo evidence of the charges. We then wrote Rudeen Management a 6-page letter (uploaded below) explaining our experience at the duplex, with ******, and asking to dispute the full amount. We included 100+ photos as well, including photos prior to move in and move out. Rudeen Management received the package of certified on 01/08/2025 (signed by G ******) at 11:02 AM. We have still not gotten a response, and the amount owed is still on our account marked as past due. We are asking BBB to help us get a response and the bill disputed to try and prevent going to court.

  

  Business Response

  Date: 02/12/2025

  Im sorry to read that the expectation of tenancy as well as the neighborhood issues stated in the complaint varied so much from your previous tenancy at our neighboring property.
  

  The lease of the tenant was from 5/1/24 through 4/30/25
  

  As far the move out process, in the State of **********, the law states that
  The landlord must receive written notice of your move-out date 20 days before the end of the rental period. For example, if your rent is due on the first of the month, and you plan to vacate by 30th, then the landlord must receive your written notice by the 10th of the month.
  In the complaint its stated that an official verbal notice was given on 10/14/24, verbal notices are not valid form of notice in **************** and the tenant was still liable for rent through 4/30/25 based off the lease agreement they signed on 4/5/24.

  
  Possession of the apartment was given up on 11/8/24 when the move out walk was done and keys handed over. We have a signed MO checklist from ******* that agrees to the moveout condition (attached).  Though they gave up possession, the tenant is still liable for the entire lease term.

  
  Also attached is an email from our 3rd party carpet cleaner who states that he cleaned the carpet on Nov 11th and he still recommends a full replacement with a sealing on the sub floor due to pet urine damage downstairs and most of the upstairs.  This carpet that was placed in this unit just before the tenant moved in, so the cost would be fully due by the tenant as there was no past carpet life for it to be credited. The total carpet and seal bill from ******* ******** (attached) was $2,858.16, our charge to the tenant was $2,619.95 not did we charge for the carpet cleaning, as the cleaner doesnt invoice if they are not successful in removing stains or odor in the home.

  
  The only other charge was $65.00 for blinds needing to be replaced, there was no charges for a lease break fee or anything else.

  
  We are open to a discussion on an amicable payment and/or plan but we believe the process was more than favorable for the tenant as they broke their lease without any penalty or charges against them.

  
  Please let me know if you have any questions
  Thanks

  Customer Answer

  Date: 02/20/2025

  Complaint: 22922930
  
  I am rejecting this response because I have all my photos of the before and after that I submitted to you showing there is no damage by us other than one spot of the carpet and have not been supplied with proof of actual damage. ***** received written notice of our vacate as well. The dispute is not in how the notice was given or how the apartment was vacated. We paid our rent on time until the apartment was rented (by us finding the people to rent). The issue is that we are being charged for an entire carpet replacement when we have a fully potty trained dog and have never had an issue with urine, with him at our house or with him staying with friends/family. I am requesting PROOF of the damage to the carpet in order to be charging this amount of money. ******* ******** told me themselves that photos have to be taken when padding is lifted if there is pet damage for the carpet replacement. You have plenty of complaints about charging people for carpet when they cannot figure out why. I was provided no documentation, notice, or photos showing why the carpet was removed and replaced. The third party carpet shampooer you use also has many complaints about him helping your manager do this to people. I am not comfortable paying this bill just because I am a tenant and a landlord can charge whatever you want. I have been trying to communicate with ***** since November and sent Rudeen Management all of my proof and dispute by certified mail and received on 1/8/2025 with no response which is why I filed with BBB. There is no way that one dog that is house trained and has 2 people home with him all day long can cause that much damage in less than 8 months. ***** has been going out of her way to belittle me and I feel this is another attempt to do so for moving out. The move out paperwork (signed by *******) has things added on to it AFTER he already signed. There was no black light done in front of either of us, yet there is two notes for black light. We also did not receive a copy of this form which should have been given to us for the exact reason that nothing can be added to it without our knowledge and after signing the document.
  
  Sincerely,
  ****** ******** (*******)

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please be advised,I have been actively attempting to resolve this with Rudeen since 2021 however they are not willing to budge. I also have been searching for legal assistance and all local attorneys that handle tenant landlord issues are unavailable. This is my last resort. Rudeen is attempting to charge me thousands of dollars for carpet replacement for the entire 2 bedroom apartment stating there were damages. I did the final walk through with the manager and showed where there were some minor tears in the carpet in the dinning room ONLY. This was all listed on the check out list signed by the manager. I have attached that list. I feel this falls under normal wear and tear but they are charging me to replace carpet for the entire unit, stating they cannot replace ONE AREA ONLY. In addition, I am being charged for life expectancy of the carpet for 7 years. I only resided in the unit for about a year and half. Also the carpet was not new when I moved in.I have attached all of their documentation that shows one figure for carpet replacement, which is FAR LESS than what they are charging me, along with their statement showing what I have paid to date. They are also listing rent due but the moratorium was in place when I ********** date I have paid them $1050 and my security deposit of $500 was also held and used toward this, making it a grand total of $1550 paid. Per their figures the Carpet cost per year is $235.57 Divided by months $19.63 Total cost due $255.20 The invoice from Great Floors shows $1795.76.All attached.

  

  Business Response

  Date: 12/30/2024

  We appreciate the opportunity to address this matter. However, we are a bit perplexed by this complaint, as our records indicate that efforts were made to resolve this issue amicably.

  
  In February 2023, our collections department reached out to Ms. ********* via email and provided copies of her final account statement. At that time, ************ signed a promissory note (attached for reference) agreeing to the charges listed and committing to a repayment plan of $100 per month.

  She honored this agreement by making nine payments before becoming unresponsive.

  
  It is our understanding, that by signing the agreement, Ms. ********* fully intended to fulfill her repayment obligations.While we regret that the payments were not completed, we wish Ms. ********* the very best and hope to put this matter to rest.

  
  If there is any additional information or action required to resolve this matter, please do not hesitate to let me know.

   

  Thanks

   

  ***

  
  

  Customer Answer

  Date: 01/13/2025

   
  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.
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 01/15/2025

  Hello: 
  
  I just responded yesterday stating I accepted the response from the company to CLOSE this matter. This morning I received an email attempting to collect again (see attached).
  
  I need to amend my response to have the company clarify that this matter and any amount due is closed and that i will no longer be contacted to collect. 
  
  In addition, I had been in contact with Rudeen Collections before agreeing to any payment arrangements about having the amount due reduced. I forwarded all documentation that was included in my complaint stating only part of one area carpet had minor damage. I was advised they do not do settlements nor do they only replace areas of the unit. That i would be responsible for the entire units carpet. Not only is that unfair but the cost is exorbitant. Not to mention I am also was being charged for the life expectancy of the carpet, which they started was 7yrs, which is illegal in the state of *********** 
  
  As you will see in the attachment, they always push to use renters insurance to conver the cost. I reached out to ********, my insurance at the time, they stated the only way insurance would cover entire unit carpet replacement would be in the event of fire, flood/ water damage that would warrant this unrepairable. Clearly, that was not the case. 
  
  Please forward this response to the company, Rudeen to clarify this is closed no further action from them. 
  
  
  Thank you, 
  
  ***** *********

  

  Business Response

  Date: 02/04/2025

  I apologize for any misunderstanding in previous response the assumption that the monies be waived. That was not my intention; rather, it was demonstrate that the monies owed were agreed by both parties and that a promise to pay was signed, acknowledged and payments were being made until they decided to stop on their own.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22732503
  
  I am rejecting this response because:
  

  Please read my previous Response re objecting to that amount. I felt forced to sign that payment agreement. The amount i am being charged does not accurately reflect the condition the unit was in when I vacated. I should not be charged for carpet replacement for the entire unit. Nor does any renters insurance cover that unless there was substantial flood or fire damage that would result in the entire unit carpet needing replacement. 

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

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon moving out a final check was done. I left that apartment immaculate. Today I received the paperwork expecting a refund of deposit instead I received a bill for ******* for replacement of the carpeting. When I checked out the hound man said he couldnt sign **** because he was not a manager. I went back talked to the office the next business day and was told there was no problem and that the deposit would be returned within 21 days.

  

  Business Response

  Date: 11/28/2023

  Upon move-out, our team discovered strong pet odors and stains beneath the carpet and padding, necessitating a replacement. We follow a standard procedure to assess damages, and in this case, the condition warranted immediate attention to ensure a clean and habitable living space for the next resident.
  
  Regarding the charge for the full 6 years out of the 7-year life expectancy,it's important to note that the carpet had already been replaced the year before your move-out, as documented in our records. Therefore, the charge reflects the remaining lifespan of the new carpet.

  Customer Answer

  Date: 01/31/2024

  The Rudeen Management has not provided me with the requested paperwork and is now stating I did not show up for the exit walk through. I was there twice and did not receive the paperwork when requested and now I am still not receiving the proper paperwork after 4 months. I am sure they have a calendar with my appointment on it. I should have refused to leave the office until I received a copy of the checkout sheet. It did not occur to me that I would have ANY problems as the apartment was clean and presentable. I even took out all the windows cleaned inside and out and the tracks, replaced the dryer hose, took off all the covers to the heaters, replaced the trays on the stove and two questionable panels on the blinds. I was sent pictures of the master bedroom rug underneath where there was staining on the underside of the carpet. This would not justify the replacement of the entire carpeting in the apartment. 

   

   

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UNETHICAL, ************************ MANAGER VIOLATING FAIR-HOUSING!!!!!CC: ATTORNEY GENERAL, ****************** BOARD, BETTER BUSINESS BUREAU (BBB) Ive literally been waiting (Supposedly on the wait list for literally YEARS now I check-in w/this company LITERALLY 1-3x per wk, *AND* I've put $ DOWN ($100 + $40 app fee) to hold the NEXT avail studio,& everytime they say "theyll let me know. Last night I checked their website, **** showed a studio (T-301) ****** **** even let me go through the LONG app process & when I got to the very end where you upload your credit card information, it said that I would need to contact the mgt. I emailed the mgt (They NEVER call me back when I req) & they're outright denying (This is a fair housing *************************** avail. This is a Fair Housing issue & absolute ********. I'm going to file a complaint now w/Attorney General, as well as BBB until this is resolved. It would be noteworthy to mention 1 year ago I ALSO put $ down ($100 hold & $40 app fee - I was told I was 100% NEXT for the next studio), & when a studio DID become ****** they literally RENTED IT FROM BENEATH ME!!!!!!!!!! I've been staying at an Airbnb every night now for MONTHS waiting SPECIFICALLY on a studio at this apt to open up, & they're outright DENYING (This is abusive & a fair-housing violation, discrimination re My Sexual ********************** I'm a protected class on MULTIPLE ******* *** can easily provide doc to evidence this). I've absolutely HAD it w/this dishonest company. There's NO reason they should be DISCRIMINATING I am paying $$$$ for an AIRBNB ***************** purpose so I can move into their affordable studios! Fair Housing AND the Attorney General can handle this unless Riverview calls & offers me the STUDIO Ive been WAITING PATIENTLY for! I have PERFECT credit - Nearly an 800 FICO,*** have been FULLY approved $600,000 to buy a HOME! I simply want to save some money & move into this STUDIO apt until I find a home!

  

  Business Response

  Date: 09/21/2023

  I was just informed of this situation yesterday via an email from the individual who has filed the complaint.  Asking that I give her a call, I have since responded with a ************* to discuss the matter. I requested that the call happen early next week giving me time to discuss the situation with the staff that is being mentioned.  That way I can be as informed as possible to find some sort of resolution to the issue being discussed.

   

  Customer Answer

  Date: 09/21/2023

  The complex is stating they "emailed" me this morning about a "date" and "time" they could meet w/me -- I have NOT received an email at ALL regarding ANY "meeting," and//or date/time.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20632822
  
  I am rejecting this response because: 
  
  I have NOT received ANY email (Nor phone call / voicemail) requesting a "date" and/or "time" to meet -- PERIOD. Please re-email it, as WELL as call me via phone: ************ between 11am-7pm PST and email: *****************
  
  Thank You,

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

  Customer Answer

  Date: 09/26/2023

  The company and management have still NOT reached out to me. I would like for you to incorporate ************************** at this Point. I am 100% being discriminated against. I have clear proof in black-and-white that unit T-301 was available. I was lied to and denied fair housing. This is not the first time Riverview Apartments has done this to me. I am demanding fair and equal treatment. This is unacceptable and unethical discrimination  

  

  Business Response

  Date: 10/19/2023

  Good Morning-
  
  Multiple sites have reached out to ***** *** multiple times over the past year.  
  
  Note.. we use a program called ************* and when we hit three follow *** with no response from a prospect it closes communication, util the prospect reaches out to reopen.
  
  Our waitlist is also automated and once a unit that a tenant is interested in comes available an email is sent to them immediately to notify them that the unit has become available.
  
  ***** has been notified multiple times by both of our services, as well as in person as she has visited our sites multiple times.
  
  One thing we dont do is show occupied units as that is an invasion on the current tenants privacy and something she continues to request and we will not do.
  
  From *********
  She has toured several apartments.  She received emails from us through our *************, but we ended the follow up once we hit the three follow up limit.
  
  
  From ******
  That 
  The screen shots below are from the site reaching out to ***** with no response
  
  From Riverview
  
  The email below is from Sept 21st from our site to ***** about a unit available that she stated she was interested in, its an automated email sent to people on the waitlist.
  
  On Sep 21, 2023, at 9:38 AM, Riverview Collection <***********************> wrote:
   
  Hello, 
   
  You are currently on the waitlist for a one-bedroom apartment 727 sq ft. This unit rents monthly at $1,295 including the price of water/sewer/garbage. This unit is currently available to apply for on our website and will be available towards the middle of November!
   
  Applications are first come, first serve.
   
  If you would like to apply and hold this apartment, please visit our website at   ***************************** and click the Apply Now button. Please select Applicant, not Waitlist, when applying so that it prompts you to pay your $100.00 holding deposit and application fee.
   
  *If you click on the link to apply and there is nothing to select, that means that someone else has applied first.*
   
  If you would like to be taken off the waitlist, please reply STOP.
   
  Pet rent: $25 per pet, per month (2 pet max)
   
  *All pets must be spayed/neuter and up to date on their rabies vaccination records.
   
  *Caged pets are prohibited besides fish tanks under 5 gallons.
   
  Please let us know if you have any questions!
   
  Thank you,
  RiverView Management
  **************

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is against the Crown Pointe Apartments, in **************, under Rudeen Management, in ************, **.On August 9, 2023, I submitted a rental application to Crown Pointe, in person. Employee ***** showed me an unit and took my application that day. She said that next day, she would send the links needed for me to pay the $135 for ************ fees. But she didnt. By August, 12, 2023, I had NOT received the links, neither had she communicated with me. This day, I called their office- left a ********* them an email asking why I hadnt received the links to pay these, so my app could be processed. Then, ******, an office floater, called me back and sent those links. I immediately paid the admin and application fees. At this same time, I *************** with ****** that my proof of income, ID, and my bank records had been received by their office. After this, I DID NOT GET a phone call, email or communication from their office. I applied August 9, 2023, after my repeated calling and inquiring emails, they did not respond.Finally, August 18, 2023, I got a hold of **** by phone. She stated she had been too busy and had not had time to process my application; 10 days from my applying- she disclosed that my income wasnt sufficient to RENT at their property, and that the only alternative for me was to get a guarantor. Today, August 24, 2023, after I contacting ****, corporate manager-***, and their CEO at Rudeen Management, and emails to their office- they HAVE yet NOT given me an official response. Its unfair to be left hanging for over two weeks; I applied, I gave documents including records of my personal bank account; they failing to make an official determination denying or approving me to rent at their property is not OK.All parties have shown a faulty approach toward me; it is discriminatory possibly due to my age/accent or my race. I can accept a non-eligible determination, but the manner in which they continue to treat me is not OK!

  

  Business Response

  Date: 09/20/2023

  The individual that filed the complaint was informed that the reason for the denial of her application was based on our proof of income qualification standards.  She did not meet that income requirement so was denied based on that.   She did reach out to me on the matter, and I then reached out to the site to understand why it was taking so long to inform her of the decision.  I was told that she had been informed and didn't like the answer she was given. That they would again inform her of the reasoning for the decision and I asked the onsite team to refund her not only her holding fee but her application fee as well.

  Customer Answer

  Date: 09/20/2023

  I will be satisfied with the solution offered by Crown Pointe Apartments- regarding refunding the application fee and for the deposit to hold unit. They have offered this to me, but have never gone through with the refunding of that amount, to my original payment source. I will accept and close this case against them, if they show the amount for both fees that were paid by me and complete the refund.  
  

  If Crown Pointe Apartments would have follow through with completing this refund of both fees as they Gad offered, back in August 2023, I would not had filed with the BBB.

  Thank you,

  ********** Rivera 

  Customer Answer

  Date: 09/27/2023

  Please understand, I ACCEPT the settlement proposed by the managers from Rudeen, for the Crown Pointe Apartments in ********** , **.

  I just need to have certainty that the management from Rudeen, for Crown Pointe Apartments is or already PAID/REFUNDED the application and the Holding of Unit fees- go my original source of payment. I ACCEPT! 
  

  ********************************;

  Customer Answer

  Date: 10/05/2023

  Hello:

  Thank you for assisting me with helping resolve my complaint against Rudeen Management.

  I will contact your office when I either get their check for $135 as they advised me in an email dated October 4, 2023- or if they fail to comply with this.

  Thank you.

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

  Customer Answer

  Date: 10/05/2023

  Hello, 

  Also, I would like to update my address.

  My new address is:

  1845 *********

  Apt 5

  ********, ** 99352

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crown pointe apartments rudeen management decided to discriminate against ** took our money twice for credit check and deposit cause they made ** reapply for the apartment and they refuse to return the money because they feel they dont have to because they felt they were well within their right to steal money and continue to lie to ** saying we were approved but that was a lie they also stated they would rent to ** but lied about that too give me a call for more details I would appreciate a phone call at the earliest convenience thank you

  

  Business Response

  Date: 05/17/2023

  I am attaching an email string to this email showing that not only has the issue been resolved but it also the claim here is very fraudulent against Rudeen Management.  If you would like to see the emails from the other previous conversations I am more than happy to provide them. 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into an apartment on 7/8/22, on 7/12/22, I discovered that the apartment was infested with fleas and noticed the apartment manager. The apartment did not get prompt service to my residence resulting in me and my family having to sleep in our car the first night due to having no hotels in the area and stay in a hotel the following three nights, as we found fleas on our bed. The apartment manager told me that per our lease, this was our responsibility. The previous tenants had dogs and they did so much damage that the carpet had to be replaced, yet it is not being acknowledged that this was preexisting solely on the fact that the carpet was replaced. Fleas live on ***************, in baseboards, cabinets, anywhere. The inspector also told them that it was likely my fault due to him seeing flea collars in the apartment when he came. Why wouldnt there be flea treatment tools when you come to a place that has a flea infestation?! Our dogs are routinely treated with Frontline topical flea deterrents yet were still infected and one required medical attention due to having an allergic reaction to the bites. That vet also informed us that due to there not being any eggs on my dogs body, this was a recent infestation. I reached out to Rudeen Management (the company that manages the complex) and ***************** is completely ignoring me. We spent over a thousand dollars total for this issue and are now being expected to pay for half of the pest treatment. We did not cause this issue and are being held responsible for this.

  

  Business Response

  Date: 08/26/2022

  See attached

  

  Business Response

  Date: 08/26/2022

  Hi there
  
  This email is in reference to a letter that was received by our office yesterday 8/23/22 about a complaint put on Rudeen Management and myself.
  
  I have included the email transcript between myself an the ****** who has filed this complaint.
  
  I received an email from ****** on July 15th about the circumstance and replied back to her on July 18th letting her know that I would reach out to the site and look into the matter.  On July 20th I informed ****** that the manager of the site had needed to take a off time for a family situation and was on bereavement leave.  On July 20th ****** responded with Take all the time she needs.  Unfortunately the manager lost another family member and needed more time, so I was not able to speak with her.  I did receive an email from ****** again on August 15th stating her frustration with the timing of the matter.
  
  On August 22nd I got back to her and acknowledged and understood her frustration with the length of time for a response to conclude the situation.  There were some things that were out of our control that drove a lot of it that she was aware of the entire time. Never did we or are we going to charge her for anything even though it was told by us that it was a new flea infestation and not caused by past tenants.  
  
  That really sums up the situation and the email string again is below for you to see if you would like.  Her complaint about being completely ignored is not entirely true, though I do recognize my responses were not as timely as she may have liked.  Her request for a refund though im not sure of as again she was never charged for anything.
  
  Please let me know if you have any questions or follow-up needed.
  
  Thanks
  
  *****************
  
  
  From: *****************
  Sent: Monday, August 22, 2022 11:18 AM
  To: *********************
  Subject: RE: Flea Infestation Blue Point Apartments
  
  Hi ******
   
  I understand your frustration on the timing of a response.  I did have an email that I thought I sent but see that its in my draft between your Take all the time she needs and your email from last Monday that I am responding to now.
   
  I do know is that you have never been asked for any payment nor were you given a bill or was anything put on your leger by us throughout this timeframe. Though the professionals who address bed bugs documented a new infestation, the plan once ****** returned and we spoke was to not charge you for anything, so that is why you have not been and will not be charged.
   
  Again, my apologies for the slow communication on our end and hopefully this helps release any frustration you have towards Blue Points staff and myself. If it does not I am more than happy to discuss this in further to better understand what we can do now that I am back from needing to be away as well.
   
  Thanks
   
  ***
   
  Sent from Mail for Windows
   
  From: *********************
  Sent: Monday, August 15, 2022 12:49 PM
  To: *****************
  Subject: Re: Flea Infestation Blue Point Apartments
   
  It has been almost a month since I have heard anything despite me checking in. I understand the terms of the lease, but given the circumstances and that we were only in the apartment for 4 days before the infestation was discovered, I am wondering where your respect and human decency comes in? This was not our fault yet we had to pay the consequences for the previous tenants issue that was passed on to us. By how both you and the apartments have handled this, I am extremely disappointed in your company and will be submitting a complaint to the BBB. 
   
  Thanks for nothing,
  ***********;
   
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  From: ********************* <*********************************>
  Sent: Monday, August 1, 2022 11:35:59 AM
  To: ***************** <********************************************************************;
  Subject: Re: Flea Infestation Blue Point Apartments 
   
  Im wondering if there has been any movement on this conversation. 
   
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  From: ********************* <*********************************>
  Sent: Wednesday, July 20, 2022 10:46:12 PM
  To: ***************** <********************************************************************;
  Subject: Re: Flea Infestation Blue Point Apartments 
   
  Thank you for the update. Take all the time she needs. 
   
  ***********;
   
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  From: ***************** <********************************************************************;
  Sent: Wednesday, July 20, 2022 9:32:09 PM
  To: ********************* <*********************************>
  Subject: RE: Flea Infestation Blue Point Apartments 
   
  Hi ******
   
  The manager is out on family bereavement so I have not been able to speak with her.
   
  Once she returns to work I will speak with her and get back to you.
   
  Thanks 
   
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  From: *********************
  Sent: Wednesday, July 20, 2022 1:24 PM
  To: *****************
  Subject: Re: Flea Infestation Blue Point Apartments
   
  I am checking in to see what the status on this is. 
   
  Thanks,
  ***********;
   
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  From: ***************** <********************************************************************;
  Sent: Monday, July 18, 2022 10:50:59 AM
  To: ********************* <*********************************>
  Subject: RE: Flea Infestation Blue Point Apartments 
   
  Hi ******
   
  Thank you for the email and I am sorry to hear about the situation there at Blue Point.
   
  I will reach out to the site to get some more information and will get back to you.
   
  Thanks
   
  ***
   
  Sent from Mail for Windows
   
  From: *********************
  Sent: Friday, July 15, 2022 4:51 PM
  To: *******************************
  Subject: Fwd: Flea Infestation Blue Point Apartments
   
  Hello ***, 
   
  I am having a serious issue with my landlords at Blue Point Apartments and am requesting your assistance with this matter. I have forwarded our email thread that was sent to both Rudeen and Blue Point, but we are getting nowhere. I am hoping you can assist me with this so we can move forward with an agreeable resolution. 
   
  Thank you,
  *********************
  
  
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