Business ProfileforCreel Properties LLC

I would like to say this is my first time ever had to report a business, but it has to be done. I left a review on apartments.com early this morning around 3:00 am, woke up at 10:07 am see that it has been deleted. I lived at The Creel Properties Ryan Manor for 2 years, the first year it was great. They were doing plenty of remodeling to the complex in 2020 next door to us, I never complained about the issue with the guys nailing louds early in the morning. Eventually, around September 2020 we started having issue, in my mom bedroom she had molded around her bedroom window, her room started to have an offer smell. The maintenance guy and property manager came over to look at the room, they said they couldn't smell the odor and the maintenance said he would be back to take care of the windows later. Never came back in 2020 but I keep complaining about it. Around this time, it was a new office secretary working there. In January 2021 we started having issue with washing our clothes, the water would come out all over the floor, report that issue it took three months for a plumber and maintenance guy finally came to fix the window. The only reason they came because I keep going in the office and I spoke with the property manager Susan, she looked on her desk to check the paperwork, she said that the job was completed. I said, no it hasn't so apparently the new lady reported it as finish. While I was in the office, I asked the property manager about any available units or could I extend my lease because it was hard finding apartment complex. The property manager said it was okay to stay until July. The new office lady started calling in April about the renewal of the lease in April, I told her that I spoke with Susan the property manager and got okay from her that I can extend it until July. Then a couple days later she called again asking about the renewal of the lease, I asked again did they have another apartment unit available she said no. I explained to her again why we would like another unit and we was having issue getting an apartment because of COVID. Many apartments complex had other people applicant on file and they had placed a security deposit in 2020. She didn't offer no other options just keep asking about when are we going to moving out. So, I was basically made to declined renewing my lease. During the time of all the issue the carpet started to get a stain and odor was getting horrible. So, we moved out on May 28, 2021. I had been waiting two weeks for my security deposit to come through the mailed, I had to go back the apartment complex face to face asked about my check. The new office lady informed me that it had been mailed out, I asked what date it was mailed out, she couldn't give me an answer but she referred me to speak with the property manager. When I walked over to property manager office, I asked about the check she said let her check on it. The property manager begins looking in the system for my name while she was doing that the new office lady told the property manager it was mailed out. The property manager kept looking and she said she was going to speak with someone who process the checks. She came back and told me to come back in an hour to get my check (see that is a sign of lies and careless). When I return back, the property manager gives me a check for the amount of $235 which it was supposed to be $400. I asked why it was that amount she said because of cleaning fee (which my mom and I made sure that we kept a cleaned apartment don't understand that charged) and carpeting cleaning, that wasn't stated in the lease agreement it said if nothing is damaged (like holes in the walls) you will be entitled to the full amount of your deposit. And why is the carpet getting clean when you can see sewer stain in the carpet, that is not our fought at out. I clearly believe that when the guys did the remodeling in 2020, they damage something in the walls to make the sewer issue to start. I will fight against this because it is wrong, I have got messed over by previous apartments complex, but NOT AS BAD as this one and will not stand for it to happen against.

Good afternoon and thank you for contacting me regarding Ms. Walker's negative review. We have an outstanding reputation and work very hard to maintain good business relationships with all our residents. This has come as a surprise to me as I personally worked very hard to appease Ms. Walker.

First, I would like to address the comment about apartments.com. To my knowledge, we are unable to delete any reviews from Apartments.com. We appreciate any tenant who takes the time to write a review and would never want to delete any comment, good or bad. We have an open door policy and welcome our tenants to communicate with us when there is a problem. Our office is open Monday through Friday 8:00-5:00. We also have a phone app for our tenants to report any maintenance issue and is checked daily by myself and our maintenance staff. We pride ourselves in taking care of the needs of our tenants and our apartments.

We rented the apartment above Ms. Walker's soon after she moved in. It was after this tenant moved in that Ms. Walker began reporting issues with the washer drain. We had a licensed plumber address the issue. To be honest, it was an issue we had not had before and even the plumber was a little stumped. We were diligent in finding the cause of the issue and after several unsuccessful attempts, they put a camera down the line to see exactly what was causing the problem. Our plumber was able to repair the floor drain which was causing the problem. We kept Ms. Walker apprised of the situation and she didn't seem to have any issues with the way we were handling the repair. She even told us that it wasn't leaking anymore but we insisted that it be fixed correctly.

Ms. Walker did complain of a moldy smell, but I felt like it was due to the water in the drain line, so I personally walked into her unit to inspect. Ms. Walker's mother, Mrs. Bell, showed me a dresser located in the master bedroom next to a window. It was damp and had a small amount of surface mold on it. I inspected the window seal and found condensation was the issue. I asked her to clean the dresser with a disinfectant and I would have maintenance to clean the window seal with bleach and put a fresh seal on it. Three weeks later, Ms. Walker came into the office regarding the window seal. I talked to my maintenance person to ensure the seal had indeed been replaced and sent him to her apartment. He reported that the tenant wanted the second window sealed, and so he did. He cleaned the window and resealed the second window.

Ms. Walker's lease agreement ended on May 31, 2021. She gave notice to our office that she would not be renewing her lease. We asked her on two separate occasions to make sure she did not want to renew. The apartment was advertised and rented to a new tenant. She later came into the office to inquire if we had any other units for her to move into since she was having a difficult time finding another rental unit due to her insufficient credit. Our leasing agent told her we had no other units available except a one bedroom located in West Monroe, which she declined.

Ms. Walker vacated on May 28, 2021. On Tuesday, June 15, Ms. Walker stopped by our office inquiring about her deposit. I found the paperwork had been processed but was on the owner's desk waiting to be reviewed before the check was printed. I explained this to Ms. Walker, and she said she was in town for the day and thought she would check to see if there was any way to get it now? I told her that we normally process deposit refunds within 30 days, as stated in the lease, but I would ask the owner if she would make an exception. Our owner agreed to write the check so that Ms. Walker would be able to leave town with her security deposit in hand. I explained to Ms. Walker that the owner was working on a report but if she would give her about an hour, she would be happy to print the check. Ms. Walker said that it would not be a problem and that she would return in an hour. Which she did and was given her check.

I am attaching a copy of Ms. Walker's lease for your review. It is clearly stated on the first page that carpet cleaning is an automatic deduction taken from the security deposit. A cleaning fee is also deducted if the resident did not clean the apartment and we must hire a janitorial service. We do not charge anything above the amount that is charged to our office. I am also attaching documentation from the plumber and any maintenance request submitted by Ms. Walker.

Again, thank you for the opportunity to defend our complex and our reputation. I am sorry that Ms. Walker feels she was mistreated in any way and I wish she had communicated this with me. It is always our intention to have good communication with our residents and to help them with any need in a professional and timely manner. Please feel free to call me if you have any other questions or need additional information.

Thank you,

Susan Schofield