ComplaintsforCHT Apartment Rentals, LLC

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and her room mate had been complaining to the front desk that they feel there are bed bugs or spider in their rooms bc they been bitten by some insect every morning when they get up. But the front desk blew them.off everytime saying it's a health issue and both should come consult a doctor instead of coming to them.and complaining. After filing a few complaints, the front desk agreed to send someone to see if there are actually bed bugs in kids room. This gentleman showed up on Tuesday morning and found hundreds of bed bugs in my daughters mattress. He promised that he will go talk to management and scheduled to come back on Thursday at 10 am.to spray the whole apartment and assured the girls that they won't have to pay for fumigation bc people at front desk kept telling them that they are not responsible for fumigation cost.So today is Wednesday night, girls still don't have beds to sleep.on as the fumigation service guy put the beds apart and left it like that. And girls are too scared to sleep in these mattresses knowing there are bed bugs.The manager was extremely rude and aggressive to the girls when they demanded that CHT should provide them with accommodation until Thursday and credit them for laundry cost as the girls will hv to wash their bed linen, comforter, pillows everything. He kept banging his fist on table He told the girls there's no such refund and there is no chance of replacing mattresses and he doesn't understand understand why are they still even living there if they are unhappy with customer service..This is such an aggressive behavior towards ***** year girls who are attending full time school, working and volunteering with so many org's and have no bed to sleep on until Friday. Management of CHT should be ashamed of poor behavior and terrible customer service. They should have provides these girls an.alternate accommodation, offered to.pay for fumigation, clean the apartment afterwards and offered them free laundry servic.

  

  Business response

  10/25/2022

  To Whom It May ***************** reviewing the entire encounter with the incident with our residents at this location - this is what we have uncovered.
  The residents lease began August 1, 2022. The residents' first and only time they contacted our office about a possible issue with bugs in their apartment was on Friday, October 14 at 4:16pm - we have video evidence. They were picking up a package and talked with our staff about the issue. The whole encounter was 3.5 minutes.  I was advised by my staff that they contacted the pest control company after the discussion with the tenants, but because of the time and the day - the soonest they could get a response would be on the next business day, which would have been on Monday, October 17, 2022.  
  We made contact with the pest control company on Monday, Oct 17, 2022 and they were able to come on Tuesday, October 18th at approximately 10:30am to assess the issue. He was happy to see that one of the residents was in the apartment, because they had not stripped their bedding as requested, per their notification of the appointment.  He asked the resident that was there to remove her bedding. He did indeed find some bed bugs. He shared the information he found with her - it was one bedbug on the top of the mattress and five other ones around the sides. He advised her at that time to put her bedding in a plastic bag and wash and dry it, hot water preferably. He told her at that time he would be back on Thursday, October 20th - between 10am and noon to treat the apartment, and advised her of the steps needed to be taken to prepare for the treatment.  She asked him several questions about the treatment process, which he answered to her satisfaction. He noted she did not seem ****** concerned about the situation.  
  One of my staff was contacted via phone by a mother of one of the residents of this apartment on October 19 late morning/early afternoon. She asked what we were going to do for the girls and indicated to our staff member that the bites had started about a week ago. Later, the residents of this apartment had randomly stopped into our office to discuss their concerns about the finding of the bedbugs, which included a list of demands. This occurred on Wednesday, October 19 at 1:49pm and ended at 2:18pm, per our video evidence. At that time, they stated undoubtedly it was our fault this all occurred because they were our beds. In the vast majority of cases of bedbugs, they are hitchhikers and are brought in by people. (Side note - The last time our company had an issue with bed bugs was in 2019 in an apartment at another location, prior to that it was 2015, again at a different location and they were only in one apartment and were treated and remedied with the same process.)  While in the office the residents were confrontational at the time- made disparaging remarks about our management, staff, etc.  In speaking with my staff, there could have been better communication on both ends but in no means was it threatening by either party.  
  The treatment for the bedbugs occurred on Thursday, October 20 around 10:30am. We replaced the mattresses and foundations with new ones. We informed them that as management we have done our due diligence and they are to keep us informed to ensure the problem is resolved.  Our pest control company will contact our residents for a follow up visit.    
  
  

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