ComplaintsforThe Reserve at Johns Creek Walk

• Initial Complaint

  02/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved in November 1, 2023. Following is a list of some of my complaints/concerns reported to the leasing office and the ******* corporate office. Daily noise complaints (during quite hours) from 2 units above me and 1 unit on each side (4total). The leasing office has dismissed my numerous complaints with no resolution. I had internet problems inside the unit which is not my responsibility yet they made me pay the bill to fix it for use. I reported a master bathroom ceiling leak for a week and was dismissed until the water started pouring out of the ceiling. I have left urgent messages and emails with no replies. I have tried to contact the local VP and she will not return my voicemail to Discuss the situation professionally so we can agree on a resolution. I should not have to chase the landlord / company for assistance on my poor living condition. This is to name just a few of the problems with this housing property.

  Business response

  03/20/2024

  Dear ******,
  
  We appreciate you bringing your concerns to our attention and allowing us the opportunity to address them. Ensuring our residents'comfort and satisfaction is of utmost importance to us, and we sincerely apologize for any inconvenience you may have experienced during your stay.
  
  Upon reviewing your complaint, we have thoroughly investigated the issues raised and taken immediate action to resolve them. We understand the frustration caused by the noise disturbances and internet problems you encountered, and we empathize with any inconvenience this may have caused you.
  
  Regarding the noise complaints, we have contacted the residents responsible and taken appropriate measures to address the issue. We understand the importance of a peaceful living environment and have implemented measures to mitigate any future disturbances.
  
  Regarding the internet issues, while it is not typically within our scope of responsibility, we have liaised with the internet provider to resolve the matter and negotiated with them on your behalf to waive the associated fees in order to ensure your satisfaction.
  
  Furthermore, we understand the urgency of the bathroom ceiling leak and acted promptly upon receiving your report. Our maintenance team and vendors swiftly identified and repaired the source of the leak, as well as attended to any resulting damage in a timely manner. We apologize for any inconvenience caused during this process and appreciate your patience and understanding.
  
  Here is a detailed timeline of our response to the reported bathroom leak:
  
  January 19th, 10:00 PM: We received your email reporting the leak, accompanied by video/photos.
  January 20th, 10:09 AM: You left a voicemail regarding the leak.
  January 20th: Our maintenance technician, *****, was promptly dispatched to address the leak.
  January 22nd: Following an inspection by our on-site team and contractor, repairs were scheduled and promptly executed.
  January 29th: All repairs in both affected apartment homes were completed, including the leak repair and necessary drywall/paint repairs.
  We sincerely apologize for any inconvenience or frustration you experienced during this time, and we appreciate your patience as we worked to resolve these issues promptly and effectively.
  
  Moving forward, please rest assured that we remain committed to providing you with a comfortable and enjoyable living experience. Should you have any further concerns or require assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,

  Reserve at Johns Creek *************** Team

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