DuraMend Auto Interior Repair

Ms*** emailed the *** webpage in regards to this same? issueThe email was responded to and Ms*** acknowledged the response, this issue has been resolved

They had? pets,? the pets damaged the carpet, there was no pet damage prior to move in.? We have pictures of the damage after they moved out, the balance is due

The address was *** *** ** *** *** *** ** ***This is the *** ** *** in FlorenceMy maiden name was *** *** at the time of the lease and the other person on the lease was *** ***We have both been affected on our credit
reports due to this alleged debt
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
The leasing office explained to us that the work order was completed on the same day it was reported, Sunday, and now we're being told that it was completed the next dayI find it troubling that no one can actually tell us the correct time someone was in our apartment without our knowledgeNot to mention the fact that we were never told it was going to be or had been fixedI've never lived in an apartment where maintenance comes in without noticeI've always been given hours notice unless it was an emergency.We were also never given the option to do a walkthrough of the apartmentWe were told the apartment would be ready on 1/19/per the website, and then not until 1/26/We were told we had to sign the lease, and that we would get the keys once the apartment was ready, and not until 1/26.? The lack of communication between *** *** Employees and tenants is absolutely atrociousI have never been so dissatisfied with a rental company in my life.?
Regards,
*** ***

***
? Click on link above to see pictures of the damage

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belowwe still think it is unfair that we moved because of their lack of response on complaints regarding health issues and safety issues. We moved because of the lady who smoked next door that had her smoke coming into our apartment and also because of safety ssues. Nowhere did they ever say that we would be in charge of replacing the entire carpet. Other tenants are in for a rude awakening when they leave especially the ones that have therapy dogs or even children. We feel like even the everyday wear and tear which was part of the contract and included in the portion that stated that we would not have held against us isn't even being included in any of these conversations. We're at the point where we're probably not going to get anywhere with the manager of the property even though she told the guy downstairs who complained about his noise and made me feel unsafe and also really didn't do much to solve the problem with lady next door. Just sending letters is not going to help the situation and we're fighting this a lot more because we were pretty much forced to move because of these two occurrences. We're going to stand strong and brett will be reaching out to corporate again on Monday.Regards,
[redacted]

As you can see attached Ms. [redacted]'s new lease was attached to her file the same day that she signed it on September 9, 2016. Ms. [redacted] is arguing that her lease was not attached as of October 1st when she inquired about giving notice. Ms. [redacted] was contacted in September in regards to her expiring lease and chose to renew the lease on the 9th of September. Ms. [redacted] spoke with Stacey on October 1st and indicated that she no longer wanted to renew her lease. It was explained to her that the lease was already signed and attached and that we could not void a binding contract. At no point was Ms. [redacted] told that she could not give notice, she was given the the option to terminate her lease by paying the lease buyout fee that is stated in Section 31. of the Lease renewal as well as give a written 60-day notice. Ms. [redacted] was not given the option to sublease her apartment initially because she was only asking to be released from the agreement that she signed. Lease break penalties are not negotiable however we will set up payment options if someone is unable to pay the full amount upfront. Ms. [redacted] will not be released from any lease break penalties should she choose to give her notice and move out before her lease expires.

To address your complaint about health and safety. Proper procedures were followed by Pinnacle Pointe management in regards to the complaints about the neighbor smoking, we are sorry if this was not handled to your liking. As far as management telling the neighbor who made a complaint, we do not share that information nor do our letters to the residents indicate where the complaint came from. Again, there are procedures that we must follow when the lease is being violated, we are sorry if this was not handled to your liking as well. We feel that the issue at hand is that you are disputing carpet damages. When carpet is damaged by pet which in this case it was, that would be considered beyond normal wear and tear as you could not expect someone to move in on carpeting that has pet stains. Furthermore, we feel that this has been made clear in all of our communications with you and will not be making any adjustments to the charges.

The management at Running Creek Apartments denies the claim that [redacted] was shown a damage amount on the computer. [redacted] turned his keys in to Running Creek Apartments a final damage amount was not available as the repairs to the apartment had not been completed yet. We find...

this statement to be false; however [redacted] was told when he returned his keys what he was being charged for but no dollar amounts were given for the damage. He was even given the opportunity to walk the apartment and see the damage that was found during the move out walk through; he denied the walk through.  The carpeting and pad in [redacted]'s apartment was replaced on 01/28/2014 just prior to [redacted] 03/01/14 move in. We have 35 photographs to support the pet damaged carpet that were shared with [redacted]. He is the only resident to have lived on this carpeting therefore the damages had to of come from his pet. We find that the charges are fair and accurate and the [redacted] is responsible to pay them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I did not get pictures although I have my own on the damages caused by the flood from the upstairs apartment and from the times the hvac overflowed.  My offer is legitimate and reasonable.  
Regards,
[redacted]

This letter serves as a response to the carpet damages to your apartment at Pinnacle Pointe. Brett was present for the move out inspection as made aware of these charges at this time. The charges were fully explained to him by the Community Manager at the time that the keys were surrendered to the...

apartment. We have shared the photographs of the carpeting with you in your email dispute that was sent to us on Tuesday, May 9th as well as Thursday May 11th. As explained in both of these emails you were assessed a pro-rated charge for carpet replacement due to the fact that we detected pet urine in the carpet during the move out inspection. The carpet was brand new when you moved into the apartment on March 27, 2015. While you did not have a say in living on new or old carpeting it does not change the fact that the carpeting was damaged beyond normal wear and tear by a pet and had to be replaced. The pet damage is evident in the photos that were shared with you as you can visually see the yellow urine circles on the underside of the carpeting and a urine odor was detected by the 3 staff members that walked your apartment during the final inspection. According to your lease you will be responsible for any damages that are beyond normal wear and tear, pet urine is not considered normal wear and tear. I have attached your lease for your review, it goes over damages to the property. The life of carpeting can last much longer than 7 years if properly cared for, we find 7 years a fair length of time for carpet life therefore that is how carpet charges are assessed.  There will not be any adjustments made to the amount due as we see the charges fair and accurate.

Attached is proof that the pictures of the damages were sent to you, we also asked if you would like to look at the damages in person and you declined. The damage charges stand.
Mary Beth E[redacted]
District Manager
Nexus PM, LLC

There was no damage done to the propertyWe were repeatedly told the up to the last week's of moving out that all the information we provided was adequate and would result in no additional fees until the last couple weeks we were in continuous contact with the office agent [redacted] who kept "forgetting"about the paperwork we had providedThe walls were double coated in white paint, the argument the agent made is that it was the wrong color white and "white is the hardest color to cover up" according to the agent which is highly inaccurate as my mother paints houses for a livingThe dispute over the carpet by the agent has no regards to damage? We we told "the concrete underneath the carpet was stained" and therfore we would have to replace already yr old carpet that was discussed it was to be replaced after we moved out during our initial lease signing? All of these allegations were made after we had vacated the property and turned in the keys and had already lived in louisville for over a month and had no access to the property to review damagesThe blinds were never discussedThis agency continously creates allegations long after the residents move out of the properties and cannot be provided with adequate proof of the damage they are accused of making? No walk through was completed before our keys were turned in and within a week of us moving the contact we did have started we were perfectly fine and the property looked great and these allegations popped up?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Response....My dog never urinated inside my apartment as stated many times. She was normally in a cage that never had urine in it since she was housebroken and crate trained.  I have had to call maintenance to fix a problem when the apartment above me had a toilet leak for almost two hours which leaked to my carpet in the master bedroom and the living room. They took 2-3 days to have someone come to "dry" the carpet but all they did was wash the bedroom carpet and mask the smell with a lemon scent.  Not to mention they used my two fans to dry the carpet.  Secondly, there was a leak from the hvac in the utility closet.  They came 3 days after notification said there was no leak and did not call me. I called them they said will check again. A second maintenance person check on it 4 days after the leak and said there as a problem (after I emailed them pictures of damage done).  This damaged the carpet which they did not dry out they just put my fan on it to blow dry it. The answer to not wanting to "see" the apartment was that the manager told me that they already ripped up the carpet, so there was nothing to see but bare floor (which I think is concrete).  Again I told them I agree with the living room carpet the paint and doors.  I offered them an additional $200 above my security deposit to resolve the issue which is very reasonable! 
Regards,
[redacted]

3 notices about your balance were sent to [redacted] on the following dates:9/19/1412/17/141/19/15sent to collections on 3/20/15A 60 day notice is required, you gave 35 day notice. The carpet was damaged, the walls required a double coat and the blinds were broken.

When a resident is requesting a transfer it is our policy to walk a unit prior to the transfer to check for any "major" damage (holes in the wall, broken doors, etc). If there is none seen then the transfer is approved. The resident is told they can transfer but we have to pull carpets after move...

out to check for any pet damage.  In this case there was severe pet damage and charges were applied to the unit and the security deposit and the pet deposit were applied toward those charges.  There is also a balance still due on the unit that was transferred from.  They were informed of this balance due.  In the situation of the move in checklist, when one is received a copy is made and handed to the resident and the original is scanned and put in the file.  New move ins are given 3 days to hand this in, if one is not handed a move inspection stating RESIDENT DID NOT RETURN is scanned and attached to the file and a mailbox key is handed out, we cannot prevent residents from receiving their mail.  I took the charge for the bifold doors off to appease the resident.  As far as his new unit, all move ins are given the opportunity to walk their apartment.  A lease should not be signed without walking the apartment, if he chose not to walk the unit and just signed his lease that was their choice.  As far as the current unit, the person living their prior did not smoke, maintenance has been in the unit and did not smell anything. Again to appease the resident I said to put new carpet in but the deposits for this unit need to be paid in full.  The work order submitted on Sunday night 2/11/18 was responded to on Monday morning 2/12/18.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11831774, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, no this issue is not resolved.  As stated multiple times, the carpet damage was listed in the walk through form (attached) that was filled out on 10/29/15.  These issues were acknowledged by management and not fixed.  Also, after this form was submitted without our knowledge or consent it was marked as being a 5 on a quality scale of 1-5.  Therefore, we did even have an opportunity to dispute this as management did not inform us of this choice to state the apartment was a 5 even though there were multiple issues with the apartment, as stated in the walk through form.  In addition to this when the walk through was completed upon move out there were questionable things completed by management with [redacted] present.  1.)  When [redacted] pulled up the carpet, she pulled up carpet in areas where a pet could not have gotten to.  The first area was in the corner of the front room.  During our time at The [redacted] this area where [redacted] pulled up carpet was used for storage of 3 kayaks and multiple boxes and was shut off to pets.  Therefore, it would have been impossible for a pet to create any damage in that area.  The second area where she pulled up carpet was in the master bedroom where our king size bed was placed.  Based on the height of the bed frame it would be impossible for a dog to get under the bed to deficate or urinate.  The second questionable behavior was when [redacted] was pulling up the carpet she did not ensure the damage was seen or acknowledged by [redacted].  She simply stated "there is pet damage" and when [redacted] started to explain she said "I don't care, you had pets so you're paying for it."As stated before we did our due diligence to alert management to the stains and nothing was fixed. Now that we have moved out we are not going to pay for damage that management was made aware of upon our move in.  We would like the management of The [redacted] to return our deposit less the cost of the damage for 2 sets of blinds for a total return of $760.  Thank you!  
Regards,
[redacted]

The unit was walked with the residents upon move out, this is normal practice. Upon pulling the carpet back (again a normal practice that is done once someone moves out) there was significant pet damage found.  As a company if there is pet damage to carpet we charge based upon the age of the...

carpet for the carpet replacement.  Pictures were taken of the damage. This was explained in person as well as several times over the phone to Mr. [redacted].  He became angry and said he would see us in court.  At that time the conversation ended.  Mr. [redacted] continued to call the corporate office and when he did not like what he was hearing and the conversations were ended he would immediately call back.  This went on for about 20 or so minutes.All documentation has been mailed to Mr. [redacted] and [redacted] for their review.

Please find attached the requested documents. They are somewhat out of order, as I tried my best to forward them to my pc. The actual written termination letter was turned in to the office with no copies kept for myself as I never thought it would have came to this. There were telephone conversations in regards to this inbetween, but as you can tell from the email, she did send me the doc to fill out and I wrote a written notice as well.  She took this in to her manager on Wednesday October 5th. And that's where she sent me the email that Nexus was not going to accept my notice. When I renewed my leases year after year, I would go into to their office, sign and they would keep the written on file. I have since spoke to Stacey McNeil (manager at [redacted]s park) whom said I was allowed to sub lease if I wanted in effort to alleviate the situation. But I declined and had no choice but to withdraw the 60 day notice. I can't afford the penalty fees. I will be honest I did thank her for atleast offering an option to me, which is all I ever asked. I wanted to be heard, and given options, not treated so poorly. I'm not sure what else can be done. But I want to thank you very kindly for taking the time to investigate my issue. It truly means the world to me and my daughter.