Complaints

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• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of November 7, 2024 I arrived home and had no water in my home that I pay for included in my rent of the space my mobile home is located. I emailed the park manager since I have never been given a phone number for her as well as called the out of state owners; SilverKing Properties and left a voicemail. I noticed at the beginning of my street men doing repairs on what looked like the road. I drove down and asked them and they said they were doing underground water pipe repairs and that it would be several hours before the water was turned back on. I did not receive any prior notice from the park manager that this was going to take place and that I would be without water. The next morning the water in my bathroom and washer was back on but the water in my kitchen sink had very little pressure and dirty water. That evening it was running clear water but still very little pressure. I have been emailing the park manager for the last week to get his resolved and she continues to tell me that she was not even aware that the repairs were going to take place, she had no idea when the pressure would come back, she only has a part time maintenance man and cannot tell me if/when they can fix the problem. Today, the park manager told me she spoke to the contractor that did the repairs and he said that the pipes had been repaired on my street and fully pressurized and that I may not have pressure because my pipes may be frozen? My pipes were perfectly fine the morning of 11/7 prior to the un-notified repairs being done. Clean, sanitary and full pressure water in my unit is included in the price I pay for the rental of my space in the park. I have left numerous voicemail messages on the park owners phone number and have never received a call back in over a week. I need them to repair the pressure in my kitchen as it was prior to the repairs they did to pipes on my street.

  Business Response

  Date: 11/20/2024

  Hello, 

  When the repairs to the water leak started to happen management was not informed that it was taking place. The contractor came in as instructed by corporate and began the work. Midland does not have any sort of resident notification system to report issues within the community. By the time the work was started  I did not have enough time to print off 233+ letters to tape to all resident doors. I am the only one who works in the park .As stated  I have a part time maintenance  guy who works Monday and Tuesdays only. I sent him to this residents home on Monday for her to not be there. I sent him again on Tuesday and he listened to her complaint. He asked  her neighbors if they were having water pressure issues as well to which they all replied, No. ***** has never tried  to reach anyone on the Midland community office phone. I took over 100 phone calls the day of the repair and not one of them was her. The office number has not changed  in over 5 years and all calls are forwarded to managements cell phone. Due to her having pressure in all of her home and no other issues reported by any other resident around her or within the community, leads us to believe the issue is her plumbing within her home which would be her responsibility to have repaired.  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22556923
  
  I am rejecting this response because:

  The maintenance man did call me on Monday and we made an appointment for Tuesday which I was there for, he never came to my house on Monday and I didn't show up. 

  I understand that the water pipe repairs may not have been scheduled with the property manager but again there should be a way for management to communicate with the tenants.  The previous manager had a ******** page that she would post notices on and when I mentioned that to the current manager she stated she didn't want to be a part of that?  I did call the office number as well as the corporate office in ******* and never received a call back, I thought possibly the number listed on the community page was for the previous park manager because her name is still listed as the manager so I did not continue to call that number believing it was not the current managers number. 

  It does not matter to me what the contractor said, did or anything else; whether my neighbors aren't having the same issues or not? Again, my  pressure was perfectly fine the morning of Nov 7 and when I returned home that evening the water was turned off, again without notice from management and I believe it to be considered  good business practice however management needs to notify people of these kinds of situations and  I believe every effort should be considered and taken even if it means posting a flyer on each door?  The water was not turned back on until later that evening after I had gone to bed.   In the morning of Nov 8 I had the same full pressure back  in my bathroom as well as my washer but NOT in the kitchen and it hasn't changed since.  That morning the water in the kitchen was "spitting and spurting" very dirty water with little pressure.  I let it run for a while in hopes it would return to normal and when I returned home that evening it still was the same low pressure and remains that way.    As tenants the water supply is part of the rent we pay each month and I pay ON TIME, never missed in almost 3 years.   Again, my main issue is that the pressure was normal UNTIL the water was turned off by the contractor/management and has NOT returned to  normal since so how is that now a problem with my pipes that I need to resolve on my own.   If it was my pipes that had a problem they would have had the problem before the water was turned off and they didn't.  I'm not going to just allow them to bully me fixing a problem I didn't create because they don't know how or are not willing to fix it themselves. I take very good care of my home inside and out, if I had a problem before they turned off the water I would have had it fixed, but I didn't.  In fact, last Thursday in an email from the manager she said she spoke to the contractor and he said the pipes had been fully pressurized days before and that it must be that my pipes are frozen, but that evening while filling up a large pot in my sink which took forever they started "spurting" again for about 2 minutes.  My pipes are NOT frozen as the temperature outside has not gotten to that point where that would occur which was confirmed to me by the maintenance man yesterday when I met him at my home. My pipes are wrapped in insulation so if they were frozen I wouldn't have ANY pressure or water at all.  

  I have filed a complaint with the ****************************** and will continue to pursue that as well as any other means I can to get them to solve a problem THEY CREATED. 

   

  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/21/2024

  Steps that have been taken to determine responsibility. 

  Midland management has spoke directly to the contractor that performed the work complete and was told that the entire system is pressurized.

  Midland sent maintenance to the resident home to make sure that pipes were not leaking. 

  Midland maintenance checked with surrounding homes to ensure that they were not experiencing pressure issues. Noted: Everyone has pressure to their homes. I have not had any other complaints from residents regarding water pressure.

  Midland office phone has not changed, I searched for ******* phone number on my call log and her number did not show up during the water leak nor since I have taken over management in July. 

   

   

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22556923
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

   

  None of what was recently submitted by manager has changed, nor has my water pressure. My issue remains the same; that I don't really care what the contractor says or whether or not she can see my name on her call log. I emailed her immediately the night that I arrived home with NO water and several times the following days.  And, that I did not have a problem with my pressure PRIOR to the water being turned off WITHOUT notice.  That is the problem that needs to be solved because it a problem created by the park not me whether my neighbors don't have an issue with theirs or not.   Again, the only thing that I am concerned with and that matters is that it was NOT a prior to the water being turned off by the contractor and has not returned to normal since.  That is the only problem that the park needs to resolve, because it is a problem created by THEM.    It is not a problem I need to fix.  I will obtain legal counsel if necessary as well as continue to work with *** City and Weber County Health Department of which both I have had contact with. 

   

  Business Response

  Date: 11/26/2024

  Based on no one else having issues within the park, we suggest that you hire a plumber to take a look at your pipes to help determine what is causing the pressure issue.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22556923
  
  I am rejecting this response because:
  I don't believe your maintenance man actually spoke to any of my direct neighbors?  I asked him to but he got in his car as soon as he left my home and drove off.  I will speak to my neighbors myself. But I strongly suggest YOU hire a plumber to look at my pipes, again because the park itself caused the problem to begin with by turning off the water without notice and/or by repairing the underground pipes which by the looks of it on the street are not completed??? I am going to ask that you provide a direct number to someone at your corporate office in ********  I would prefer to speak with the owners, maybe and I understand that is a serious MAYBE since they have never yet returned a phone call OR responded to the complaint also sent to them, but at this point all we are doing is arguing our points and you do not want to take responsibility for the parks actions that YOU manage.  Again, my pipes were fine the morning of Nov 7 PRIOR to the water being turned off without notice and has not been the same since.  We can continue to argue and get nowhere or you can take responsibility for a problem that was caused by the park and its miss-management of repairs done without proper notice to its tenants who pay for the water in the monthly rent.

  
  Sincerely,
  
  ***** ********