Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: Numerous complaints, now I want to vacate and they will not allow.
I lived at Cambrian since Feb 2011 and moved out of that apartment because I was leaving for Military training. That was a hassle. I had to call VPs of Maxx properties to get out of the lease so I could go to training. On top of that around Christmas 2011 there was a fire and they were doing construction around the building that made it impossible to go in and out of my apartment. I was then let out of my lease by the VP so I could go to basic training. As an agreement with the person I spoke with, when I returned I would allow Maxx properties another opportunity. When I returned from basic training I did as I promised and resigned a lease. I then, few months later upgraded to a 2 bedroom, which was an outrageous transfer fee and a new lease. Since then I have had issue after issue. I have had several issues with my countertop bubbling, which I had complained about and never had addressed and other issues with the shower or even products in the apartment like the fridge and garbage disposal. I was informed by the worker that the apartments are old and things are going to break and they are not allowed to replace them. So he "***** ******" them. I have been more then patient with this. Then a new tenant moved into apt 208 and she at all hours of the night plays music and screams on the phone, slams things, and goes out to her balcony cussing and screaming at her kids and others in the neighborhood. I have complained to the apartment complex, but then I was confronted by #208 and she told me that she was on her third strike because of me and her kids were going to be homeless. I then ceased all complaints. However, she has gotten worse. To the point she wakes me from a dead sleep. I finally knocked on her door and told her if she did not stop I would call the cops. She later confronted me stating I scared her kids and I was highly inappropriate. I walked away to avoid confrontation as directed by the leasing agent. Now each time I come home and walk up the stairs I am harassed by the tenant in 208, which Ranee in the office advised me she has no record of. Another issue that has thrown me over the edge was there was a "gang" fight in the park where I was told to get inside or else. I called the cops immediately, the manager ranee would not acknowledge the fact that now I felt unsafe in my current living environment. My car was hit in the parking lot of the apartment and the driver left, so apparently not only am I not safe, but my car is not. The properly is not maintained. There are HUGE pot holes all over the parking lot that are impossible to avoid. The root cross members of the stairs are rotting and have termite damage. The light post at the park is/ and has been leaning for months where it seems it can fall over onto someone at any point. I have experienced neighbors urinating off their balcony and a childing "pooping" in a bush. I have tried to make the lease work and now I am at the point I cannot go home without #208 verbally attacking me or causing a scene and to mention all the other issues I have mentioned previously to the office. Ranee (the leasing manager) states not all of my complaints were documented, well that maybe because of all the temps that were in the office or the fact that she is never there. When she is there is absolutely rude to the tenants. This was also a complaint when I previously lived there. The only person worth working with is Christina, she has always be amazing. Other issues I have is my air conditioner goes out all the time, but the worker showed me how to reset the breaker (which is annoying every night) and the hot water goes out more than once a week. All issues that ranee said I have never complained about, but that is because workers showed me how to correct it since it happens mostly at night (when I am home). The grounds have become unsafe and I feel uncomfortable in my own home. I refuse to live in such conditions. I want to feel safe walking to my door, ranee just does not care.
Business' Initial Response
***** ****** (****) did reside at Cambrian from February 2011 to January 15 2012 although her lease ended on the 31st of January. She did inform my Regional Manager that she was going to basic training and wanted to spend 2 weeks with her family before training began and was let out of her lease 2 weeks early. When she returned to Cambrian in April 2012 she signed a 1 year lease for a 1 bedroom apartment and after 4 months decided she needed a 2 bedroom to accommodate additional family members that would be living with her. She was at that time charged a transfer fee for the upgrade as would anyone who wished to transfer apartments in the middle of an active lease. Upon *****'s move in to the 3rd floor 2 bedroom apartment any service request that were put in by her were addressed within 24 hours and when follow up calls were made to ensure the service was completed there was never a response to the messages left so the service requests were closed. The only complaint for lack of hot water from ***** was in December 2012 which was addressed the same day and to our knowledge has not been an issue since. In March 2013 ***** made noise and marijuana smoke complaints on her 2nd floor neighbor (directly below). Management promptly handled that complaint according to MAXX policy. The downstairs neighbor responded to the complaint immediately and stated that she did not own a radio or smoke - but thought it might have been another neighbor as she had also smelled the smoke.
I did not receive another complaint from ***** until she wrote a letter on May 15, 2013 giving her 30 day notice and listing the reasons as to why she didn't feel like she should be responsible for the remainder of her lease. ***** admits to knocking on her 2nd floor neighbor's door informing her that if she didn't keep it down she would call the police and now feels that person is harassing her for the complaints by making more noise. Again, I contacted said resident and she feels ***** is harassing her and using her as an excuse to break her lease because ***** is purchasing a home. MAXX policy - on the advice of legal counsel - cannot proceed to firmer action without third party verification of noise complaints. No other resident (not even the 1st floor neighbor) has ever complained about the person on the second floor in the stack of apartments.
The potholes were repaired as soon as the weather permitted, I was not notified of any accident involving *****'s car as an incident report would have been made if I was notified. Every complaint ***** notified the office was addressed but doesn't absolve her from her obligation to pay the rent for the term of the contract. She moved out of her apartment on 9th of June not the 15th stating I told her neighbors she was being evicted. Management never speaks about individual apartment situations with any other residents. As she had already given notice, the subject of eviction would never have even come up. We are sorry ***** felt her experience at Cambrian was less than pleasant although we feel we have been more than fair in both residency's. We are willing to explore a mutually agreed upon solution.
Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept to sign the document to get out of the lease and that they subtract any damage from the deposit.
Business' Final Response
From: ***** ******* (mailto:********************************)
Sent: Thursday, July 11, 2013 10:14 AM
To: Lori Lannholm
Cc: Liz Farr
Subject: Case ID: 75196692 Cambrian Apartments
In regards to the response sent by Liz Farr on June 25, 2013 for ***** **** to sign a release form, we have not received a response and need to process her security deposit report as we are already past 30 days. If she has not agreed to the offer to sign a mutual release form please let us know so that we may proceed with our regular move out procedures.