PLEASE REVIEW MY ANSWERS TO THIS DIFFICULT RESIDENT’S CONCERNS IN ALL CAPS.

I REALLY WANT TO TELL THEM OFF, BUT OF COURSE I CAN’T, SO I CAN KEEP MY JOB.  BUT THANKS TO THIS SITE… I CAN GET OUT A LITTLE FRUSTRATION!!

THIS BELOW NOTE WAS EMAILED TO MY CUSTOMER SERVICE LAST WEEK.  THESE ISSUES WERE NEVER BROUGH TO OUR ATTENTION IN THE OFFICE PRIOR TO THIS. NOTIFICATION.

To: CustomerService

Subject: Reg:Stay at apartment #504 in xxxx Apartment Homes

To whom so ever this may concern,

We have been residents here from past 3 years, we have been facing the following issues from the time the new management has taken over: –

1) They do not know to treat their own customers. Totally un-cordial (Harsh) tone and behaviour.

I AM NOT SURE WHAT HE IS REFERRING TO, OTHER THAN THIS PARTICULAR RESIDENT WAS POUNDING ON OUR DOOR, DEMANDING TO COME INTO THE OFFICE AT 7:15PM, WHEN WE WERE CLOSED SINCE 6.  WE DID NOT LET HIM IN AT 7:15, WE WERE CLOSED.

2) When you go to either extend your lease agreement or validate other options they have been as un co-operative as possible.

THIS RESIDENT WAS NOT SATISFIED WITH IS RENEWAL OFFER OF A $10 INCREASE.  HIS RENT IS CURRENTLY $200 BELOW THE CURRENT SPECIAL RATE, AND HE IS ARGUING ABOUT A $10 INCREASE.

3) They are denying the availability of apartment even if it is being displayed as available on your website. (No clarity in response provided)

OUR SYSTEM IS LIVE ONLINE, AND OUR RESIDENTS SCOUR THE AVAILABILITY THINKING THAT THERE WILL BE A BETTER DEAL.  THE SYSTEM UPDATES ONCE A DAY, AND THE APARTMENT THAT THEY ARE REFERRING TO WAS LEASED EARLIER IN THE DAY.

4) Cornering the customer in to a situation where he has nothing but one option.

HE IS REFERRING THAT WE WOULD NOT BUDGE ON THE RATE INCREASE AND HE HAD TO SIGN BY A CERTAIN DATE TO GUARANTEE THE RATE.

5) Facilities not being maintained (Gated community gate is not closing for the past three days, the pedestrian entrance gate does not Lock itself…..)

WE ARE DILIGENT MAINTAINING THE GATE SYSTEM.  IT HAS NOT BEEN MALFUNCTIONING.  THE GATES ARE OPEN DURING THE DAYTIME BUSINESS HOURS TO ALLOW PROSPECTS TO GET TO THE OFFICE.

6) We had issues with the toilet multiple times. Each time some temporary fix was done and the problem would come up again. Finally we had to take matters into our own hands and rectified it on our own. Not really sure why we are paying maintenance when they never help when actually required.

THEY ARE REFERRING TO A CLOGGED TOILET.   AS LONG AS YOUR KID CONTINUTES TO JAM TOYS DOWN THERE, IT WILL HAPPEN.  IT’S CALLED A PLUNGER, BUY ONE.

Current Issue: – We are living currently in Apt. 504 (Lease ending on 22 November) and we wanted to move into another town home, which is currently available. We have been refused this and have not been give one straight answer. They always come up with a new explanation. the latest being that the current house has to be inspected before we can even block the new home and the manager cannot inspect the house not earlier than Friday.

COMPANY POLICY IS THAT A TRANSFER ON SITE WOULD BE PERMITTED AS LONG AS THE CURRENT HOME IS IN GOOD CONDITION AND NOT DAMAGED. 

THEY WANT THE SAME FLOORPLAN.

When we told we want to move out if we do not have another option the response we were given was to get a white paper of our own and write a letter stating….. and sign it. We specifically asked if you do not have a form we could fill out for the same we were told there is no such thing. What i am wondering is for an established apartment leasing community like yours its hard to believe that this is the case.

WE ASKED THEM IF THEY INTENDED TO MOVE OUT, THAT A NOTICE TO VACATE WAS REQUIRED IN WRITING.

Under usual circumstances one would assume that residents & their issues would be given top priority. However the way the leasing office personnel have treated us makes us feel humiliated and is nothing less than harassment. Instead of helping us out it looks like they simply wish to extort money by making us stay in the same house on a higher rental. What is not understandable is the fact that we are ready to pay the rental for the new house, clean up the present house before leaving and pay all cleaning expenses afterwards as has been the usual norm. Yet we are not being any options to move.  We have been paying the rent on time and abiding with all the clauses just like the other, then why is there a differential treatment being administered.

I hope the senior management in concerned about this and does some action to rectify this situation.

ONCE WE WALKED THIS RESIDENT’S APARTMENT, IT WAS DIRTY, THE KIDS HAD CRAYON MARKED ALL THE WALLS, AND THERE WERE ROACHES CRAWLING IN THE KITCHEN.  WHEN I ASKED THE WIFE TO WHY THEY WANTED TO MOVE, SHE SAID THAT THEY WANTED A NEW APARTMENT, BECAUSE THIS ONE WAS OLD.

AH….. HELL NO!