Hello *****,

Thank you for letting us know about your concern. We greatly appreciate that you were willing to talk with us about this in person and that we were able to create a resolution.

Thank you for your residency within our community. We wish you the best in the future.   

Sincerely,
Fairways Management Team

Dear *****,

Thank you for taking the time to explain the situation with the roof leaks in your apartment. We value resident input and take it to heart to assess areas where improvements can be made.

Based on reports, work orders, and records from the community, it appears that there was roof damage done during a hurricane in 2017, which caused the leaks that are at the crux of your concern. While these were repaired in 2017, another one emerged in 2020. Your frustration with this is understandable and shared by the team. We would much rather be able to fix something and know that we’ve resolved issues the first time, however for certain repairs we rely on outside contractors. Roof leaks are tricky because they can’t be repaired until everything is dry, and it’s not known if the repairs are complete until it rains again and then, only time will show if the repair was entirely successful.

I appreciate that you spoke with our on-site management team and were able to reach an amicable resolution! Ideally, this is what we always want.
Thank you for your residency within our community and we wish you the best.

Sincerely,

The District Universal Management Team    

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

Though I find it satisfactory I do have to say that it took my husband and I to go to ******* ***** ********** stand outside the office for an hour to speak to Dawn the community manager about the matter and was welcomed after an hour by an associate who could not help till Dawn the community manager finally came outside talk to us and say that if we were so adamant to participate then we could finally attend on Monday 7/20 for move out inspection. Venterra’s website states that move out and the move out inspection is at the convenience of the resident but Dawn stated every community is different. The move out inspection ended up being at their convenience and that residents were not allowed to participate in the move out inspection. So my husband went to attend at their convenience instead of our convenience which was Saturday and had go all the way to ********** on Friday to argue and threat legal action in an email to finally get a simple request to attend the move out inspection. I would advise you should not have staff say that they have been advised by legal counsel to not allow a resident to attend a move out inspection without actually talking to legal counsel. Also good residents should not be treated like this when we were just striving for a resolution that didn’t need to be result by a in person argument about the matter. I would not recommend this apartment and company after the way my husband and I have been treated.

Also, my name is ******** 
******** ********

Thank you for letting us know how you feel, Ms. *******.

We truly care about our residents’ satisfaction and are sorry that you’re unhappy with your living experience at *********** at ******** Lake. 

We’ve spoken with the new Community Manager and the Regional Manager and we have answers to your concerns. 

About the $20 fee at Application, this is the fee for using a Credit Card. This also speaks to your other concern, about the fee for using Credit Cards to pay rent. Unless you’ve signed up for automatic payments, you can still pay your rent with other methods. In fact, setting up ACH debit doesn’t incur any fees at all! Please refer to the email sent by the Community Manager on December 2 about this. 

We’re confused about the report of electrical problems, while there was an issue with transferring the account which we thought might delay your move in, there are no reports and we are unaware of any sizzling coming from the electrical box; we take this very seriously. A member of our maintenance staff has examined the electricity connections outside, but will come by to assess the breaker box inside your apartment.

We’re sorry that you’ve had issues with package delivery. Our records show that you’ve successfully received 47 packages using our SMARTPACKAGE system.

On December 18, we did enter your apartment to complete an annual fire inspection, of which we notified all residents 48 hours before. 

All of this to say that this seems to be a regrettable instance of misunderstandings. We invite you to please call the office so we can talk this out. We value you as a resident and would like you to love your living experience here at *********** at ******** Lake. 

Thank you

Mr. *******

Thank you for your feedback. We always encourage our residents to share their experience so we can review, evaluate, and make changes (where applicable) to deliver the best service possible.

In regards to your experience at Tree Park, as you stated, noise is an unfortunate component of apartment living but we understand you were unhappy with the amount of noise from your neighbors.  When this was reported, efforts were made to resolve the issue by contacting the residents you identified as the cause of the noise and, additionally, offering you a transfer to a different apartment. You declined our offer and decided that moving out was your preferred method of resolution.  

While that’s your choice, it is considered breaking the contract, as outlined in paragraph 24. Just as in other businesses, breaking a contract carries penalties. We are bound and obligated to uphold all aspects of the contract just as you are, even the not-so-fun ones. In our attempt to show our understanding of your situation, we minimized the penalties as much as we could, removing everything except the reletting fee, equivalent to 1 month’s rent. While we have some flexibility, we are obligated to act in a certain way for consistent business practices, adherence to state, federal, and local laws, and association ordinances. Hence, we are unable to reverse or remove the reletting fee and the balance of $1340.86 is still due.

Thank you

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  

The offer to move was to another apartment was not a better offer because:

1) The apartment was right next to the highway where the highway noise is louder than the tenant noise. No other offer was given.

2) The move would have been expensive and not covered by TP.

3) It was not convenient because my wife was at the start of recovering from a total knee replacement surgery. She would not have been able to move as she could not get even to the bathroom without assistance.

4) There was no remedy to decreasing the noise and it took many attempts to get someone to speak to the tenants.

5) The same tenants that moved to another apartment that may have been the one we were offered still was allowed to move back in November 2019, which means there was no resolve.

6) Tenants who replaced the original tenants in the middle were even louder than the first and consisted of 7 people in a 2 bedroom apartment and they had those children running and jumping children till 2am at least.

We understand what contracts are but Tree Park/Venterra did not uphold the contract to maintain normal quiet after 11pm. Regular noise during regular hours is understandable. The original tenants upset other neighbors also blasting music into the parking lot from the balcony.   For the number of times we asked for the complaint to addressed, TP delayed addressing it and then when it was addressed it was not enforced.  

Regards,

**** ******
 

Mr. ******, 

Thank you for bringing this matter to our attention.

I understand your frustration at not being able to park in a parking space that you paid for and not being able to take action when an unauthorized vehicle occupied your parking space.

I’ve spoken with the Regional Manager and the Community Manager and they are going to credit 1 month’s reserved parking fee, $35. They have also put a sign up at your parking space, to deter others from parking there. 

Moreover, the Courtesy Officer has been advised that if he gets a call from you to call the towing company directly and request them to come tow the unauthorized vehicle from your parking space.  To contact the Courtesy Officer after hours, please dial the office number, select Courtesy Page Out/Emergency and leave your message. This will deliver an urgent message to the Courtesy Officer and he will call you back to confirm that you’d like a vehicle towed. Please include as much detail in the message as possible, specifically color and license plate number, so that there is no confusion.

There was a miscommunication between the towing dispatch and the driver the last time this happened, so the driver never came out. While mistakes happen, please know that we are sorry that this last time went this way and we truly want our residents to love where they live.

Also, you referenced that you were told that if you didn’t like it, you could move out. This is intolerable and not in line with our focus on resident satisfaction; would you please advise who told you this? 

We hope the above will remedy your concerns about your parking space and you will continue to call Tuscany at Lindbergh your home.

Thank you

Hello, 

I've been on contact with Ms. ******* about this complaint and we are taking active measures to correct the issues that she raised about her interior stairwell; she reported that she was happy with our efforts.  

We also discussed the mis-communication about her being asked to move out. This was was never our intention, as we really do appreciate residents leting us know what we can do to improve the living experience within our communities.  We did offer to release her from her contract, as an option if she wanted it. She declined.

We are happy that she wants to stay at The ************ and that she is working with us to resolve her concerns.  

Thank you,

Chris *******