General Services Corporation

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I first went to speck with them to go over all this I asked to be shown this “Pet Addendum” that they say I had signed because I did not have it in my records. The manager there pulled my file and could not find said document. If they are now saying that they have it, then I would request a copy of it sent to me. As for “Our accounting department calculated all proration charges with rent and pet fee amounts correctly.” I disagree. My pet fee is listed as $[redacted] and my rent as $[redacted] on the bill I was sent. The contract I signed was for a pet fee of $[redacted] and rent for $[redacted]. On the document, I received after giving notes that I will be moving out it stated that for my last month there I would owe $[redacted], which I paid in full on November 21. 2016 and the check was cashed on December 2, 2016. My rent each month was $[redacted] – this amount included the Environmental Disposal Fee, Gas Utility Fee, Pet Fee, Rent, and Water/Sewer-Flat Rate. When the $[redacted] is prorated out to the 25 days in which I was at the apartments the amount is $[redacted]. Therefore, the additional charges of Environmental Disposal Fee $[redacted], Gas Utility Fee $[redacted], Pet Fee [redacted] & $[redacted], and Water/Sewer-Flat Rate $[redacted] have already been paid, in full, when I paid my final rent for $[redacted] on November 21, 2016 via check. I have tried to resolve this once again with them on February 10, 2017 and have still gotten nowhere. Regards,
[redacted]

To whom it may concern,Thank you for following up with me in regards to Ms. [redacted]. I do apologize for the delay in Ms. [redacted] refund. I had the opportunity to investigate this matter further and discovered that the office that handles all refunds tried reaching out to Ms. [redacted] Monday 3/14/16 to request her mailing address. The original check mailed to Ms. [redacted] has been returned. If she has not already please respond to our Accounts Receivables Specialist, Rebecca Kelley, at your earliest convenience so that we can resolve this matter. If you are unable to reach her please feel free to contact me at [redacted] Thank you again for your patience and I hope to resolve this concern in a timely manner.[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The details are correct In regards to my statements made about them entering the unit.  All of them were so nasty to me stating that this was their property, I did tell them in advance that I would not be answering any questions once they arrived in the unit.  However, they did take pictures of all of the mold, so Ryan's response is irrelevant as to why they didn't take action then once they saw the mold. This company, specifically the 3 included in the majority of my responses have discriminated against me due to my race. As the Revdex.com does not handle this, I've taken it up with the proper legal channel. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

I understand GSC'S intententions of standing by their profiteering policy. Ryan D[redacted] explained that GSC nor Somerset Glenn receives any profit in the business of towing their residents vehicles yet I don't think that is true. [redacted] also explained that the perpous in towing is to maintain parking for residents yet there are vast amounts of spaces available at all times within the complex but many residents park outside on the street to avoid being towed. GSC policy ignores common sense and there first priority of pleasing their customers. I find it entertaining that he brought up the fact that I can not find my updated registration to my vehicle as if to say I am irresponsible when I am in fact already legally register with DMV as well as GSC. I find it entertaining and sad that it's easier to duct tape 522 pieces of paper 3 times to everyone's door yet don't have the resources to leave concrete evidence of paper trail by email. It would be cheaper to send an email and the maintenance could tend to more pertanent matters of fixing actually fixing things. Maybe GSC needs more office people instead of stretching 3 people thin to the point that all they do is recite policy and expect customers to simply accept them. Fact is GSC and Somerset Glenn has no concrete evidence whatsoever of giving proper notice of policy change to its residents. I also explained to Mr. F[redacted]l that if 522 residents did not pay rent then they would call 522 residents as they do do in order to get their money.
Michael [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It takes 2 months to be given a response and that response is only given after multiple direct attempts to reach out to individuals. After coming in contact with an individual your request is written down on a sticky note to be "passed along" not addressed. I pay my rent on time and in person. Why are my concerns not treated in a similar manner. The lack of professionalism is not worth the money I pay in rent. I am tired of having to put up with the run around. Honestly, I have better communication through the Revdex.com than I do with this company directly. If half the energy they put in with the Revdex.com was put in with me, this would not be a concern.I have also informed the leasing office of trash being left in the main entry to the apartments. This problem has also yet to be resolved over he past 48 hours.
Regards,
[redacted]

Review: My aunt lived at [redacted] Our late aunt,[redacted], moved to that particular community because my wife and I lived there. She visited quite often and loved it. We moved her from Newark, NJ to the above address where she lived until her demise(approximately ten or eleven years).

She expired January 25, 2016.

Last week, I inquired about my aunt's deposit refund. I was told by Christie, who identified herself as the Foxchase Manager, that my aunt had renewed her lease and "broke her lease, therefore, no deposit refund was due to be paid".

MY AUNT DIED AT [redacted] J[redacted]. She didn't break her lease, she passsed away. I am sure had she known she was going to pass away she would not have renewed her lease months prior. That is utterly ridiculous. Please help!!!

My aunt has no children. My name([redacted])was on her Lease as nest of kin. My wife and I took care of her and all her needs, incl medical decisions and appointments. She was my mother's last sister and a mother to us.

My wife and I stood at her bedside, holding her hand. She looked at me and then my wife and peacefully and gently passed. How dare they penalize her for what she had no control over.Desired Settlement: DEPOSIT REFUND

Business

Response:

June

2, 2016 Revdex.com

720 Moorefield Park Drive

Suite 300 Richmond, VA 23236

RE: Case [redacted] – [redacted]

To

whom it may concern:

Thank

you for the letter you sent to General Services Corporation (GSC) regarding Ms.

[redacted] and her nephew, [redacted].

Ms.

[redacted] passed away early this year and we were informed of her passing by her nephew,

Mr. [redacted]. I believe there may have been

some miscommunication and/or misunderstandings regarding how her account was

handled. GSC mirrors the law with

Virginia in regards to how a resident death is handled. If a resident passes and owes the company

money, we do not make an attempt to collect it.

Likewise, if the resident passes and there is a credit on their account,

the company retains this money.

Ms.

[redacted] passed in January (had paid her January rent) and we were informed

early February of her death. She had not

paid her February rent and she did not have any deposits on hand.

Should you need any further

assistance please feel free to contact Foxchase Apartments at [redacted].

With regards,

General Services

Corporation

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: My husband and I have now been displaced from our home due to a faulty A/C Unit since Friday 7/22/2016. We reside at [redacted] Apartments off of Midlothian Turnpike. We did express to maintenance about a month ago, that our A/C unit was not putting out as much cool air, but no solution was found. This time, my husband repeatedly called our maintenance team every hour on the hour starting at 11am on 7/22/2016 and was not able to reach anyone until 3pm. We were originally told that the compressor needed to be replaced, but that the part needed to be ordered and the unit replaced on Monday, 7/25/2016. Over the weekend my husband and I were forced out of our apartment due to the excessive heat that has encompassed our area recently. We attempted to return to our apartment on Sunday 07/24/2016, after being told that a portable AC unit was left in our apartment. With the unit in our apartment, the temperature did not go below 91 degrees and I experienced signs of heat exhaustion after only 1 hour in our apartment. We were forced out of our apartment yet again. My husband and I then spent most of the day yesterday, 7/25/2016 trying to get in touch with maintenance to see if or when our unit ill be fixed. When I was finally able to reach someone at 1pm, I was told that there was no estimated time and that other units were also having issues with their AC units. I had to repeatedly inquire, as opposed to receiving an update from them to see if someone had even been out to fix our unit. The person I spoke with could not give me a straight answer and had to of course call me back. However, we never received a call and my husband had to call them back. Today, my husband called again and spoke with maintenance only to be told that the unit is NOT being completely replaced but that they are having a difficult time finding an AC unit to meet certain new regulations causing us to remain displaced from our apartment home.Desired Settlement: When maintenance spoke with the property manager her response was that we had to "deal" with the AC unit. We are now being told that the full A/C unit, inside and out, are having to be replaced, with no definite timeframe of when we will be able to return to our apartment. When I spoke with the property manager on 7/26, leaving several messages to have her call me back, the only accommodation she is willing to give is for our A/C unit to be replaced "sooner, rather than later." When my husband called on 7/27, for a status update as to when everything will be fixed, he was told by an employee at our leasing office, that the property manager replied, via text, that we would hear something back once they picked a date. As if this is something that is not an emergent issue.

The outcome I ultimately desire is to be able to break our lease at no charge to relocate. If that cannot be reached I would like to have our rent probated for the time that we were not able to be home.

Business

Response:

Good morning, Mr. and Mrs. [redacted] did have a problem with their A/C unit. We attempted to troubleshoot the unit and went through the process of elimination to rule out all possible problems. Once it was determined that the condenser was not reparable, we decided it was necessary to replace the entire system inside and outside. At that point we contacted Mrs. [redacted] to allow them to be placed in a temporary location at our expense until the contractor was able to complete the replacement. Once we received a concrete date from the contractor, we scheduled the installation. The entire unit has been fully upgraded and there are currently no problems with the system. Sincerely, Robert P[redacted] CAM, MBA | General Services CorporationRegional Manager | District 3

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.At NO POINT was either I or my husband contacted about a temporary location, much less for anything at GSC's expense. When we asked to have our rent prorated we were told that because we were given the portable A/C unit, that was left in our hallway not set up, there was nothing they could do about our rent. No other accommodations were offered or made, other than installing the portable A/C the day before the contractor repaired the unit. The temporary location that we found, was at my mother's house. Saying that we were offered anything else is a complete LIE. Regards,

Review: When I first moved into the unit [redacted] I immediately had issues with the ceiling leaking. The first time they just patched the leaking ceiling which didn't fix the source of the issue. The next time they did something to the roof and temporarily fixed the source of the leaking ceiling and just patched the ceiling. a few months later and the ceiling leaked again and chunks of the ceiling came down and ruined our bed with water and mold was found growing under the ceiling that has been their for a while. It has been over a week since filing the issue with maintenance about the ceiling and they have yet to come look at the apartment and has now caused damage to the unit below. I requested to move into a new unit due to a serious allergy to mold which has caused me to be sick the entire 6 months I lived in the unit. The leasing office was incredibly insensitive to my request for a new unit and the health concerns at place. I was not compensated at all to help with the move and the entire leasing staff that helped sign a new lease that day were extremely rude and inconsiderate. And to top that off I actually had to pay more for the new unit I’m leasing. If anything I should be given a lower rental rate due to the health concerns at the old unit in which I plan to seek legal assistance with due to the serious health hazard it has caused. In addition to the issue with the leaking ceiling, the air conditioner was inadequate for the space. I placed multiple maintenance request to fix the ac. the upstairs was never any cooler than 78 degrees. I called multiple times and they did nothing and said the unit was fine. I couldn't even sleep in my room. I had to sleep on the couch every night and couldn't even enjoy the comfort of my bed. In addition I had to keep the ac on non-stop just to keep a decent temperature in the home causing my energy bill to be $200, Unacceptable for a small 3 bedroom apartment.Desired Settlement: The old unit ceiling needs to be completed torn down and replaced. That is so unsafe and I feel sorry for any future tenants living in the unit. The ac needs to be replaced or repaid to provide adequate and safe cooling for the unit. In addition my rental rate at my new unit needs to be reduced. The only reason I agreed to the higher rate is I’m extremely allergic to mold and needed a new home. I didn't have time to negotiate rates. Additionally, I shall be refunded a portion of the $200 electric bill I had to pay just to keep the home from being unsafe to live in after being denied maintenance requests to fix the defunct ac unit.

Business

Response:

Good morning, We acknowledge that Mr. [redacted] had a roof leak and an issue with his air conditioning. We initially made some roof repairs in hopes of resolving the problem. The repairs did work but there were other areas of the roof that needed attention. We also acknowledge that the air conditioning unit may have not provided 70 degree cooling temperatures expected on certain days. Due to some extremely hot days where temperatures reach 95+ degrees, the upstairs may have been warmer than normal as heat tends to rise. Our staff made sure all steps were taken to have the unit run to its full capacity. For the inconvenience, we gave Mr. [redacted] the option to transfer to a better apartment prior to his lease expiring so that he would not continue to be inconvenienced while we made the necessary repairs. He agreed and is no longer in the apartment that has those issues. There has been an increase in electric usage in the area with the warmer temperatures we’ve experienced. Our suggestion would be to set the thermostat at around 75 degrees on hotter days to allow the unit to shut off and not run constantly. That can help with increases in utility costs. There will be no refund of a portion of utility costs as the unit was functioning at its full capacity. The current apartment that Mr. [redacted] was transferred to has no roof leak and no air conditioning problems. We believe the transfer was the best solution for both parties. Our on site management staff has been in constant communication with the resident and has worked through resolving all of the issues. We certainly apologize for any inconvenience and will continue to do our best to help resolve all resident issues. Sincerely, Robert [redacted] CAM, MBA | General Services CorporationRegional Manager | District 3Phone: 804-323-9452 | Fax: 804-323-9460

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I have lived in Hunter's Ridge apartments for over a year. My rent is always paid on time. I have never had a working ac.

I have made numerous complaints. Maintenance has come to "fix" my air conditioning 6 times.

They make excuses or talk to me like I'm stupid.

The ac runs but it does not cool. At night time it is cooler outside than it is inside.

The general temperature in my apartment is 85 degrees.

My children and I can not sleep. We are miserable.

I have contacted the leasing office multiple times. I have contacted the corperate office. They promised me the head of maintenance would be at my apartment that day. He never showed up.

I filed another maintenance request and had someone come to fix it.

I was assured it was fixed this time.

It is not and the paneling on the outside unit has been left off for 3 weeks now. All the wiring is exposed. They just don't care.

My electricity bills in the warmer months are over $300 for a tiny 2 bedroom apartment because of this issue.

They have raised my rent greatly. I believe they have to provide us with decent living conditions.Desired Settlement: I want to have a working air conditioning unit.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

I had the problem fixed by an outside source on my own. The apartment complex didn't fix anything.

At this time, I have not been contacted by General Services Corporation regarding complaint ID [redacted].

Regards,

Review: I have contacted the rental office and the service department multiple times about my air conditioning not working. It currently has been broken approx two months. Each time I complained I got dates they were gonna come out but did not. I was told they didnt work in the rain were waiting on parts could not enter my apartment without someone being home although they had multiple times before. I also have a foul smell coming from my water faucet mainly in the bathroom. When I complained about that I was told the emergency on call service was closed when I spoke to them in person and was also told that the water issue was not a service problem. I also made it clear to them that I have diabetes and needed my water and air fixed. I also now as a result of the stress of not even being able to stay in my apartment with my husband but us having to stay in separate places along with the foul smell and extreme conditions of my apartment not being maintained have developed a heart issue that I have had to be seen for. I contacted Virginia consumer affairs along with building inspectors and even sent a certified letter to them about my issue but to no avail nothing has been done but service excuses when they come to my apartment.Desired Settlement: I want the repair work to be done and my apartment to be maintained. I also would like either three months of my rent back for the inconvenience of my family having to live in such a situation.

Consumer

Response:

The customer spoke with Revdex.com and indicated that her issue had been resolved.

Review: On July 5th, 2016 I logged into gscapts.com to make my rent payment the website glitched and I proceeded to check my statement on their online statement feature. Upon doing so I noticed that the website had charged two rent payments. I immediately called the rental office to have the manager stop one of the payments. An associate answered the phone and said a manager would have to be involved. I was placed on hold while the associate reached out to the manager. She then returned and told me the manager said to call my bank that they were unable to stop a payment. I then asked to speak directly to the manager Ainsley R[redacted] and was told she was submitting rent payments and was not willing to take the call. I then called my bank whom I filed a dispute on the double charge. My bank account was corrected for the fees that incurred as well as the double payment. A few days later I come home from work and I find a note attached to my door stating that there was a 50.00 return item fee being charged to my gscapts account. I then called back to the rental office and left several messages with associates asking Mrs.Reed to return my call. She did not. I then called and asked for corporates number where I was told "We don't give out corporates number you can google it". I then called other complexes ran by gscapts and managed to get a regional managers phone number. I left many messages through his assistant Lisa asking for him to return my call which never happened. I then called again to the rental office on July 25th to speak with Mes. Reed to remove the return item fee for the double payment off of my statement through the Conplex. She was not willing to do so and said that if I did not pay it it would incur late fees. This is not the first issue I've had with GSC Apartments and [redacted] and I want the fee removed because I'm not being held liable for a glitch on there website.Desired Settlement: 50.00 return item fee removed from my statement

Business

Response:

Good afternoon, We would like to apologize for any software related issues Mr. [redacted] may have experienced the day that he submitted his rental payment. Our online payment system will only take payments that the individual users authorize. In this case it seems that Mr. [redacted] may have clicked the submit payment button twice. From our experience, that would be the only way for two payments to be drafted. We would also not have been able to stop one of the payments as the electronic authorization had already went through by the time he called. Our on site manager did speak to Mr. [redacted] and he was informed that he would have to go through his bank to make any corrections to his account. We do not have access to his personal account information so would not have been able to make those corrections for him. We are delighted to know that his bank was able to assist him with his account. However, our bank charges our company a returned check/insufficient funds fee in which we had to charge Mr. [redacted]. There can be no reversal. Our regional office number should be given when requested. If there were any refusal to do so, we sincerely apologize as that is not our policy. The day the message was received from our office the regional manager did return a phone call on two different occasions. Several days later the regional manager was introduced to Mr. [redacted] concerning another issue that was resolved to his satisfaction. Mr. [redacted] did not incur any additional late fees and the insufficient funds fee was not removed. This residents’ situation has been resolved and we apologize for any inconvenience. Sincerely, Robert P[redacted] CAM, MBA | General Services CorporationRegional Manager | District 3

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The payment was not submitted twice on my account, the website had an issue and charged the second payment.The fee of 50.00 is still on my account as of last business day the issue will not be resolved until the fee is removed. Additionally the second issue has no regard to this situation and was indeed resolved to my liking.

Regards,

Review: I have been at the St. Johns Woods Apartment Complex for over 3 years. In my personal opinion, the complex appears to be in a state of disrepair. Last year, they made significan improvements to the exterior of the back of the complex, however; once you enter the front entrance ( asisde from the green tress and flowers) it looks like a property that needs painting, new roofs, etc. Everytime it rains the entire complex floods. Parking lots, drive ways, etc. they flood! The one constant remark is, " were working on it". I have been complaining for months that the street need to be repaved due to pot holes, etc. Yesterday, they filled the two pot holes. The road is a mess. I am paying the full amount of rent $787 plus $ 68.00 for sewage.

This once beautiful property has been allowed to simply become degraded. I came home from working the 2nd shift, to discover that there are No Street Lights in the most dangerous parts of St. John Woods ( curves from the clubhouse). This is an accident waiting to happen. In spite of them re-painting the walls of my downstairs, my appartment has an odor of mold or gas leakage. They immediately come out to investigate...but can`t seem to find the source. My kitchen sink, is literaly leaving the base it was attatched. I was promised that this would be repaired. I can`t even store my china and pans in my cabinets becaues they will smell like mold. The staff is great, however; the do not have the authority to do what must be down to restore this property.Desired Settlement: I would like to have my leased broken, so that I may live someplace in comfort. By time time I pay the rent, utilities, etc. I am paying almost $1,000. It is not worth it. I do not wish to have this reflexted on my credit report.The complex is in disrepair. I would also like to have the City of Richmond to send Engineers out, to investigate the flooding issue. Standing water in those gulleys`s in an invitation for someone child to drown.

Business

Response:

To whom it may concern:

In reference to [redacted] list of issues about the community we have done and are doing the following:

1. All storm drains were cleared this calendar year – they no longer flood.

2. 15 additional lights are currently being added to St. John’s Wood Drive and we will go ahead and check all lighting around her aparmtnet.2

3. The asphalt in the community did take a hard beating this year due to the harsh winter that we had across the nation. We are stating asphalt repair for the whole community Monday July 14th 2014. We will also seal the whole community.

4. There are a few work orders [redacted] has put in about a gas smell in her apartment but each time was a pilot light that had gone out and it was repaired the same day.

5. Lastly, if her kitchen sink is detaching we would gladly go over and correct the issue we just need her to put a work order in to the service department.

Every resident also has the option to break their lease but a termination fee is required. We recommend that she comes into the rental office to discuss her options.

If you need any further information please call me at [redacted].

Thanks

Property Manager

St. John's Wood Apartments

(P) [redacted]

(F) [redacted]

Review: On morning of Feb. 6 2014 I received VM message from [redacted] apts that they didn't receive my check. I called back and informed them I was out of town working and would make payment when I get back. I went by rental office approximately 5pm on Feb.6 2014 an gave Agent [redacted] my rent check 891.00. On evening of 7 Feb. 2014 I came back to apartment with notice of default on my door saying I owed 980.10 and that a personal check wouldn't be accepted an threat of court action legal and court costs.Morning 8 February 2014 I called rental office and spoke with Agent [redacted] she verified that yes they received my payment and that their was an 89.10 late fee.First of all I don't understand receipt default notice on the 7th when payment was received on the 6th. Second I think I should have been informed when agent received check to be informed of late fee or she shouldn't have received my payment at all...Third I filed complaint last year regarding 9 days loss of air condition last summer they denied my request for refund of 9 days rent... Considering I have rented over 1 year from complex and overlooked their mishandling of my service issues I consider their aggressive behavior insulting!!!!!!!!!!Desired Settlement: waive late fee or I will pursue legal action for 9 days loss use of AC last summer for refund of 9 days rent...as well as harassment and intimidation for having notices put on my door afternoon of February 7th when payment was received by their agent on Feb. 6th default constitutes money not received at time of notices presented..

Business

Response:

We called and left a voicemail for him on February 6th prior to 10:00am to see if he may have forgotten to pay his rent for the month. We did not hear back from [redacted] until the following business day about him being out of town and could not make it back on time. At that time the defaults had already been printed, mailed and tagged to the doors. After speaking with [redacted] and looking into his account, that has always been paid on time, we decide to waive his late fee of the $[redacted] which his 10% of his rent. I spoke with [redacted] and his is happy with our decision.

[redacted] Property manager

Old Buckingham Station

P [redacted]| F [redacted]

We called and left a voicemail for him on February 6th prior to 10:00am to see if he may have forgotten to pay his rent for the month. We did not hear back from [redacted] until the following business day about him being out of town and could not make it back on time. At that time the defaults had already been printed, mailed and tagged to the doors. After speaking with [redacted] and looking into his account, that has always been paid on time, we decide to waive his late fee of the $89.10 which his 10% of his rent. I spoke with [redacted] and his is happy with our decision.

Whitney Birch| Property manager

Old Buckingham Station

1301 Buckingham Station Dr|Richmond, VA 23113

P (804) 379-9777| F (804) 379-5433

www.gscapts.com/obs

Review: Was told on a contract how much was paid, called to verify and was told it was correct, get there and they asked for $300 more than what was contractedDesired Settlement: To allow us to move in for the correct amount and not live through hotels

Business

Response:

To whom it may concern:

Thank you for the letter

you sent to General Services Corporation (GSC) regarding our {future} resident,

[redacted].

Per my conversation with

[redacted], the [redacted] at Treehouse Apartment, [redacted] was original schedules

to move in on October 1, 2014. She was to receive a move in special

(concession) of $400 if she moved on that day as our policy requires the

concession to be applied to the residents first full month of occupancy. [redacted] changed her move-in date to October 4th, which delayed the

applying of her concession to her November rent. Since then, she has

rescheduled her move-in to November 1st. [redacted] was positive that

her leasing agent is aware of such policy and reiterated it to [redacted].

Should you need any further

assistance please feel free to contact Treehouse Apartments at[redacted].

With regards,

Review: I have lived in the same apartment for almost 5 years and I never had any issue with roaches until 6-8 months ago when I got new neighbors. I called the office as soon I saw one. They came and sprayed. It did nothing. They came again and it got a little better but now it is the worst it has been (saw 15-20 baby ones this morning). I called the office but they seem not not care about the situation.Just tell me the exterminator is not in and they will try to fit me in soon. I have called corporate 3 times and nobody will return my calls!! My son has been sick a lot recently with his asthma (more then normal) then I was told roaches carry diseases and are bad for people with asthma. Not fair for my son to have to live off of breathing treatments because of our living environment when what they are doing is not working. I got a new neighbor upstairs and he said he has seen them also. So not going to do any good to spray my apartment but not the whole building. I want to live without roaches crawling in my food and through my clothes and everything!!Desired Settlement: I want out of my lease and not have to pay a penalty to leave early because obviously what is being done is not working. I have been waiting for 6-8 months for it to get better and its worse and I want my son to feel better!!

Business

Response:

[redacted]
On March 26, 2014 the exterminator went to [redacted] apartment and “did not observe any roach activity” ([redacted]). The exterminator, at [redacted] request, did provide a bait treatment. A week later a follow up was completed and no roaches were found.

We at [redacted] do return all resident phone calls and we absolutely care about all of our residents without them we would not be in business.

Please let me know if you need any additional information.

Sincerely,
[redacted]

Review: I have had ongoing issues with this community in particular. I moved out of the apartment on 1/31/16 and several days before, I alerted the property manager and regional property manager that upon cleaning and packing up the unit, I noticed heavy mold spots in the windows. The property manager and maintenance tech came out, and took pictures, and there was never any follow up done. I then inquired about this to the regional property manager, who was beyond rude in her response to me. Upon move-out, I had to invest in having the mold cleaned up, because they never did anything when reported, and I didn't want my security deposit touched. [redacted], the property manager, informed that because I was unable to be on premises for a walk-through inspection, she would follow up once complete. This never happened, and two weeks later, I've still not heard anything from them, not evening regarding the deposit owed to me. Pictures were taken of everything once all items were out, including the before and after of the moldy windows that were cleaned and there was no damage to the unit, and, I wasn't told of anything different. I was told by a leasing associate, when turning my keys in, that it usually takes a week or so to receive the deposit back, even though the paperwork states longer. I have lived in many communities, and I've always received my deposits back timely. I feel that they are lagging this due to the nature of the problems I experienced in the community. I sent the President of the company, Mr. Perel, several emails since move out, and he has not responded to any of them, nor has a member of his executive team. Never have I felt so disrespected and insulted by a corporation that my hard-earned money was given to. If it were not for the tenants in those properties, they would not have jobs. All I want at this point is to have my concerns properly addressed by an executive, and to receive my security deposit back. I have documentation for all matters.Desired Settlement: To have my concerns addressed by executive management and to receive my security deposit back.

Business

Response:

To whom it may concern, Thank you for reaching out to me in regards to our former resident [redacted] She was a resident of our community Legends at Virginia Center from February 1st, 2015 until January 31st, 2016. She reported signs of mold via email to the Property Manager, [redacted] Saturday January 23rd 2016 at 12:57pm. Ms. Orsi responded, via email, Monday January 25th at 11:09am stating that she will be sending maintenance to Ms. [redacted] unit after 12pm that same day to inspect for mold. Ms. [redacted] responded at 11:09am stating that she will not be home and does not want anyone entering her apartment. To quote her email (see attached) "I do not want your staff in my home with my belongings when I am not present - I have a right to request that. At this point, you can view what you need to at move out inspection Friday." At this point, Regional Manager Kelly Walker responded reminding the Ms. [redacted] that she does reserve the right to be present but if there is an emergency maintenance issue we must address the matter ASAP and we reserve the right to enter as necessary. Ms. [redacted] complied but refused to speak to any representative once they arrived at her unit. Regardless of this, Ms. [redacted] has not been charged for any mold/moisture damage. As mentioned previously, Ms. [redacted] vacated her apartment January 31st, 2016. Virginia Landlord Tenant Laws state that a landlord has 45 days, after the tenant has moved out, to refund a security deposit. Today would make day 12. We are in accordance with said Landlord Tenant Law. Her move out documentation has been completed at the rental office and submitted to our Corporate office where they handle all refunds.Lastly, in regards to any letter sent to our Executive office I cannot speak on their behalf. In addition, our corporate addresses are not public information so I cannot verify where Ms. [redacted] mailed her letter. To close, please see attached correspondence in regards to this most recent matter with Ms. [redacted]. Should you have any additional questions or concerns please do not hesitate to contact me at [redacted] or at my office phone [redacted]. Thank you for your time. [redacted]General Services Corporation

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The details are correct In regards to my statements made about them entering the unit. All of them were so nasty to me stating that this was their property, I did tell them in advance that I would not be answering any questions once they arrived in the unit. However, they did take pictures of all of the mold, so Ryan's response is irrelevant as to why they didn't take action then once they saw the mold. This company, specifically the 3 included in the majority of my responses have discriminated against me due to my race. As the Revdex.com does not handle this, I've taken it up with the proper legal channel.

Regards,

Review: I am a resident at Somerset Glen apartments for 11 months and feel victim to profiteering practices. I was attracted to these apartments due to there somewhat low rent however there are ways this complex gets more money from there residents. I have had my vehicle towed 4 times totaling $570. Twice on one occasion equal to $260 and a day of work missed. My cars were towed because I did not have an updated apartment issued sticker yet my cars are up to date legal and registered within the apartments system. In the resident handbook it states vehicles are to be registered to the complex and says nothing about policy changes or re-registration of vehicles during residency. I went to the office to complain and was told I received "proper notification" of the need to get registered again for new stickers. There idea of "proper notification" is to simply put a notice on your door. I told them that I have a cell phone I have an email address I have a mail box and I consider those methods of contacts proper notification. I told them I did not receive notification let alone "proper notification". I told them that a gust of wind could have taken it away that a kid could have taken it to draw on, that a homeless man could have used it for toilet paper. Now lets say im late on rent, then they will use in my opinion what is "proper notification" to get there money by calling writing voicmail etc. I was told by the manager that they have 544 other residents to cater to. I said I'm one of them that is talking to you now that the only people Somerset Glen is catering to is [redacted] and there business arrangements, not to your residents. I was left completely unsatisfied with the lack of service, understanding and unwillingness to be accountable for my cars being unjustly towed. "Serving our customers is our top priority" is stated in the office yet my vehicles are not even safe at home and could even lose my job due to the profiteering practices of GSC.Desired Settlement: I want all of my towing fees to be reimbursed to me ($570) as well as a 12 hour day of work at $16 per hour to cover my money and time lost at my job. I want GSC to actually work towards making customers a top priority instead of brushing them off because they get in a lease agreement. Change there idea of "proper notificatin

Business

Response:

To whom it may concern;Thank you for reaching out to GSC in reference to our resident [redacted] at Somerset Glen Apartments. I had the opportunity to speak with Mr. [redacted] March 15th in regards to his concerns. He expressed to me that his car had been towed on four (4) different occasions and that he was never notified that he must visit his rental office to obtain his updated parking decal(s). Beginning in January 2016 GSC made changes to its parking policy which required all residents to remove their existing decals and obtain updated ones by providing their vehicle registration. All residents were given until March 1st to obtain their updated decals and towing was also paused during this time frame. To notify each resident the leasing staff taped notices on every residents door on three (3) different occasions from January to March. Mr. [redacted] claims that he never received a single notice and feels that we should have called and/or emailed each individual resident instead. Unfortunately, we do not have the capabilities to send mass emails to every resident at once. In addition, calling each resident individually would take up far too much time as this community has 522 units. While his claims of "a gust of wind blew it away, a kid removed the notice to draw on, or a homeless person used it for toilet paper" are possible I do not find it probable. Furthermore, Mr. [redacted] has visited the office to obtain a new decal but was not able to because his registration he provided was expired and he claimed that he lost his updated one. Both myself and the rental office explained to him that he can simply visit his local DMV or visit the DMV website to obtain his updated registration. Until he provides a valid vehicle registration he will not be able to obtain a decal for that vehicle.I do understand Mr. [redacted] frustration but we must stay consistent with our policies in order to stay in accordance with Fair Housing Laws. Lastly, as I explained to Mr. [redacted], GSC is in no way demonstrating any method of "profiteering" and his accusations are unwarranted. GSC sees no financial gain by a residents vehicle being towed and these policies are in place to benefit each resident, not penalize. If there is anything else that I can assist with in regards to this matter please do not hesitate to contact me. Again, thank you for your time and I hope that this matter can be resolved in a timely manner. [redacted]GSC

Consumer

Response:

I understand GSC'S intententions of standing by their profiteering policy. Ryan D[redacted] explained that GSC nor Somerset Glenn receives any profit in the business of towing their residents vehicles yet I don't think that is true. [redacted] also explained that the perpous in towing is to maintain parking for residents yet there are vast amounts of spaces available at all times within the complex but many residents park outside on the street to avoid being towed. GSC policy ignores common sense and there first priority of pleasing their customers. I find it entertaining that he brought up the fact that I can not find my updated registration to my vehicle as if to say I am irresponsible when I am in fact already legally register with DMV as well as GSC. I find it entertaining and sad that it's easier to duct tape 522 pieces of paper 3 times to everyone's door yet don't have the resources to leave concrete evidence of paper trail by email. It would be cheaper to send an email and the maintenance could tend to more pertanent matters of fixing actually fixing things. Maybe GSC needs more office people instead of stretching 3 people thin to the point that all they do is recite policy and expect customers to simply accept them. Fact is GSC and Somerset Glenn has no concrete evidence whatsoever of giving proper notice of policy change to its residents. I also explained to Mr. F[redacted]l that if 522 residents did not pay rent then they would call 522 residents as they do do in order to get their money.

Michael [redacted]

Review: During my lease duration with St. John's Wood apartments, roaches keep finding a way into my apartment, even when they send the pest control guy every week to treat the apartment. I’ve spoken to management & they seem to think that one dead roach a week is not an issue. I’ve spoken to a few other people in the community who have issues w/ roaches. The pest control guy has told me that I am not the only one having an issue w/ roaches & that it’s because of the area we live in. An outside source told me that the roaches live under the apartments, in the sewer/pipes area, & that supposedly management is aware of it, but won’t resolve the issue because of the costs. I’ve been going back and forth with the property manager and regional assistant property manager, since March of this year. They have denied a transfer in the past because they said it’s not an infestation. I was under the impression that if there is an issue that needs repair, I am supposed to give my landlord an opportunity to fix the problem. It’s been 3-4 months and the issue still isn’t resolved completely. According to the pest control guy, it’s the area we live in. So that leads me to believe that the problem can’t be completely resolved. So that should be enough to terminate my lease due to a repair that they couldn’t fix. But now, they aren’t even responding to my calls or emails. I don’t think it is reasonable to expect someone to live with an expectation that they may just have to see a dead roach every week. My daughter has asthma and allergies, and I don’t think it’s reasonable to have them treating my apartment with chemicals every week (no matter how safe they claim them to be). Even with the guy coming in every week, it doesn’t stop the roaches from coming in. It just causes them to die at some point and they are dying inside the apartment. I rarely spend time in this apartment, because of all of the ongoing issues; yet, I still pay them $850 a month.Desired Settlement: The lease should be terminated so that I can find a more suitable living environment for my daughter and I,, without me being responsible for two months notice and two months of rent as a cancellation fee, due to a lack of resolution in regards to the ongoing issues in the apartment.

Business

Response:

To whom it may concern,Thank you reaching out to us in regards to our resident Devangela [redacted] of St. John's Wood apartments. There have been multiple conversations with Ms. [redacted] by either myself, the property manager, and the regional manager. Her complaints reached my office in mid-March in which she complained about roaches inside her unit. Even though, after multiple inspections and finding no activity, the service supervisor and pest control technician took all of the preventative steps to avoid activity. They sealed every crack and crevice inside and outside her unit as well as treated both inside and outside.From March to April she complained of activity which conflicted from the reports of inspection done by the pest control technician and property manager. From mid-April until mid-June I did not hear from Ms. [redacted] as I was told by the property manager, who followed up with her,that issue has been resolved. In June she contacted me after finding one dead roach in her unit. The pest control technician concluded the roach was an outdoor "wood roach" that cannot survive in indoor environments. He still proceeded to treat her apartment. I explained to Ms. [redacted] that one dead roach does not justify the termination of a lease. The next week I was contacted by Ms. [redacted] again asking to be let out of her lease because her toilet overflowed and caused damage to her 1st floor ceiling. The overflowing was not caused by any neglect of the property. Ms. [redacted] told the property manager that she came home on her lunch break to use the bathroom and clogged the toilet. When it started to over flow she left the unit and contacted maintenance from work while water continued to flood the unit. She did not attempt to turn the water off because she felt it was "not her responsibility". The toilet was replaced per her request and the ceiling repairs are completed. While I do understand Ms. [redacted]'s concern I feel the property has been as accommodating and proactive as possible. I'm not sure who her outside source is but I have no knowledge of an infestation under the buildings. Ms. [redacted] spoke with the Regional Manager, Susan Granado, and told her that she was satisfied with the plan of action in regards to her treatment process. If you have any further questions or need any additional information please feel free to contact me directly at [redacted] or at my office [redacted].Thank you,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10674364, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Let’s clear up a few matters. (1) I came home from work to use the bathroom. The toilet flooded, although there wasn’t a legit reason for it to be clogged up. So I did not clog the toilet. Lying is not something I am fond of, so even if others choose to fabricate a story, I don’t.(2) I called maintenance while I was still inside the apartment about the toilet flooding the bathroom, as soon as I realized that the water was not stopping. I did not wait until I got back to work. I went back to work instead of WAITING any longer on the maintenance guys to get there, because my lunch break was over and I have an obligation to my employer to report to work for my scheduled hours. I did, however, call my father to meet them at the apartment. I left the doors unlocked.(3) I did not turn the water off because I did not know that was an option. I don’t know the ins and outs of toilets, I’ve never had a functioning toilet to overflow and keep running to that extent. I did what I knew to do, which was take the lid of the tank off and try to pull the piece up that’s in there, but it didn’t work. I’m not sure where the “Not my responsibility” part comes in, but I don’t recall that being in the conversation that we had.(4) I spoke to the maintenance men, who told me that the toilet and pipes are so old that anything could have made the toilet do what it did. Something small could have blocked a valve, or something to that nature. So to say that it was not due to negligence on the company’s part is not completely accurate. I have asked multiple times to have the 40 year old toilet replaced when I initially realized the piping wasn’t right.(5) Ryan failed to mention the furniture that was rained on by toilet water, as well as the flooring needing to be pulled up and replaced, both downstairs and upstairs, as well as the carpet needing to be re-stretched. (6) There was definitely roach activity found in the apartment throughout the time I’ve been there, and James, the pest control guy, acknowledged that. James has seen the actual roaches I’ve called about, if not in person, he’s received pictures. If there’s no roach activity, why are we now saying that to see roaches every now and then is normal for the area? That’s a contrast.

The lack of compassion and responsibility on this company's end is disrespectful and unacceptable. At some point, you would think that if someone is having this many problems with her unit, maybe we need to re-evaluate the unit and fix the problems. The maintenance men on this property have told me that the apartments are so old that it’s much work that needs to be done and that when they were renovating, they informed management of all the issues. They said that management was only concerned about the cosmetics and nothing else. I have neighbors who have spoken with me about the issues they have in their units as well. It’s not just me. Instead of trying to save face for the company, maybe the company should look at actually resolving these issues, as opposed to just covering them up. So while I do appreciate my toilet finally being replaced, and I do appreciate the kindness of the maintenance men who I’ve become so familiar with unfortunately, I am highly dissatisfied with this company’s service and lack of compassion. When someone is putting everything they have into a place to live, but can’t even enjoy it or spend time in it, it’s depressing.

Regards,

Review: Our heat did not work for 2 months, BB could not fixed in for a long time. We got horrible service. We want full refund for our electric bill. [redacted] My name is [redacted] and I am [redacted] roommate at Breckenridge. After [redacted] has talked to [redacted] and he got the maintenance to come out and fix all the problems that we have had at the apartment since we moved in we thought the heater was fixed because we did not have to use it much that month. When the weather got worse and we turned the heater on, it started blowing cold air again. When we called the emergency maintenance they told us to set the the thermostat to the emergency mode because it was Saturday and they did not think it was an emergency, they promised to come on Monday and they didn't. It took few more reminders and few more of their visits to figure out that we were correct and the heater was still not fixed. It is just very upsetting that after we had had to deal with the same issue for a few months they could not address it properly. We were told that it was not considered to be an emergency because they had given us 2 space heaters a month or so before that when we had to deal with it for the first time. The thing is that those heaters use a LOT of electricity and they can not be plugged in at the same time because they blow the fuse. After the heater was fixed we got a phone call when the property manager was trying to explain why it was not working!!!!, she thought it was a funny coincidence.(It was not funny for us - living in cold apartment!) We were pretty much told that while Breckenridge would like for their tenants to be happy they can not guarantee that everything in the apartment will work properly and things like that can happen, which we understand but those emergency situations should be addressed in the timely manner. We were encouraged to bring in our electricity bills for refund but for some reason they also asked for the December Bill that had nothing to do with it. I am not sure how the refund was calculated but on 01/09/2015 we received a phone call from Amber regarding our refund for the power bill! We were very disappointed and unhappy about the amount of the refund, but at this point we felt we need to take this issue to Ryan. [redacted] got sick because of how cold our house was and I had to take a day off from work because we were told that someone had to stay home to be able to explain to the maintenance(we had to explain it over and over again!!!) what was going on with the heater. Our bill for October was $75,39 and second was $143,61 and we only got $70 refund. We don't think this is fair for the horrible experience we had and the conditions(unlivable conditions! It was very cold) we lived in for 2 months. We want to have a full refund! Please check the weather in October 60.4 �°F and November 46.2 �°F and see the average.

We hope that you will be able to handle this problem according to our expectations. Mr President, I appreciate your time.

With respect, [redacted]Desired Settlement: We want to have a full refund for our electric bills, total amount is $219.

Our first e-mail 11/04/14I just want to make you aware of how unhappy we have been with the maintenance in the Breckenridge apartments. We like the location, the apartments themselves and the staff seems pretty friendly but have run into a few problems lately. We have lived there since March, first when we moved in we were asked to do the check list and see if there is anything that we think need to be fixed right away.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by General Services Corporation regarding complaint ID [redacted].

Regards,