Irvine Company Apartment Communities

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attentionResident feedback is important to us, and our team is always striving to provide the best service possibleIn this case, we have investigated the complainant's concerns and dispute their accuracy.We address all noise violations equally, responding to each complaint that’s brought to our attention in a timely mannerFollowing concerns brought to us by the Complainant’s neighbors, Management was able to verify excessive noise emanating from the Complainant’s apartment on multiple occasionsHowever, in response to our attempts to discuss these violations with the Complainant directly, they indicated they felt harassed by Management and asked that we stop contacting themNow we have received this request to resolve the matter by waiving the Complainant’s lease obligations after the Complainant already made plans to vacateIn light of the above, we respectfully decline to waive either of the lease break options as stipulated in the lease agreementWe hope this correspondence clarifies our position with regard to these mattersIf you have any other questions, or if you need any additional information, please contact usSincerely, [redacted] Irvine Company Apartment CommunitiesCustomer Care

Revdex.com: I have reviewed the 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 I would like to address the response made by the business with the following replies to specific comments in their letter."Out team investigated the leaks, but were unable to identify the sources, as it was no longer raining"There was no specific team coming to investigate our leaksA maintenance came to patch damage done to the walls our carpet but no one was specifically looking for a root causeWe noted to the maintenance team that the standing water outside of the wall was the likely source, as there was poor drainage during heavy rains leading to a build up of external moisture on our walls, but this was not addressed until after repairs and our demands to be relocated."promptly proceeded with repairs"The wording of promptly is incorrect Repairs in late and early were ongoing for months We have detailed emails and photographs identifying the repairs were not completed during a month period Trash was left in our apartment and not removed by the maintenance crew The carpet was never reinstalled and underpadding was not replacedWe had to formally place maintenance requests to finish the repairs and remove trash."Complainant requested to be transferred on 3/3/17, we responded immediately"We initially sent an email to the human resources team of the complex on 2/28/stating our apartment was "virtually unlivable" It was not until we made phone calls demanding to be moved that the offer was provided We have photographs of our apartment (missing dry wall, our belongings covered in plastic sheeting, multiple fans and dehumidifiers) during this timeThe aparment complex made no recommendations to assist with moving or improvement in our living conditions without us making multiple requests/complaints.It was described we were moved to a "below-market rental rate with a short-term lease"The below market rate was the standard rate for the new apartmentOur monthly rent was lower because our new apartment has less square footage The wording of this implies we were given a special rental rate, but this is untrueAdditionally, the short-term lease was not a special leaseWe requested our lease have the same cut off date as before the move (in July 2017)Thus to call it a "short term lease" is a misuse of wording when our actual lease end date never changed from the original lease before the necessary moveWe requested no changes to our previous lease; however, the complex created a new lease with our new address to reflect the move."Due to the inconvenience and the impact they experienced, we paid for the Complainant's movers"We asked for a decrease in rent rate or return of our previous rent due to uninhabitable living conditionsThe complex refused and instead offered the pay for mover's We were not allowed to find our own movers and instead receive the monetary compensation equal to cost of movers Thus the complex paying for movers hyperinflates the amount of monetary reimbursement we receivedWe have not received an invoice for what the cost of movers entailed."contacted the Complainant's cable provider to request to have them waive the fees"They did not outright contact the cable providerWe complained that we were being charged a $instillation fee for internet service in our new apartment After complaining to the aparment complex that we felt we had not be adequately reimbursed, they offered to cover this cost Without our specific request, this would not have been done The wording of this statement again hyperinflates the actions taken by the apartment complex."we were unable to control the timeline in this case due to external forces, including the weather"We first complained of the leakage more than year prior to our necessary move date We would argue there was plenty of time to address our concerns of leakage soonerIn summation, the wording of the response by the business overstates the actions taken to provide a timely move and just compensationWithout our multiple complaints (both verbal and written) and photographic documentation of our living conditions, the business did not provide assistance Regards, [redacted]

Dear [redacted] ,We have reviewed your most recent correspondence and once again re-evaluated your concerns.Please note that our team on site at the Village Mission Valley, has been reaching out to you in regards to the final account chargesAs the keys were turned into the maintenance team, rather than the office, we are going to make a customer service gesture and waive $130, the charge for the non return of keysHowever, the carpet replacement, de-con floor treatment, and paint charges are all validWe have/can provide documented evidence of the condition of the apartment and the expenses paid to restore the apartment.In regards to the air conditioning issues that you experienced last summer, we thought that the issues were resolved when you did accept our apologies and concession towards the inconvenience caused by our vendors.The towing of your household’s vehicles were for validThe parking rules and regulations are stated clearly in your lease and in the parking areas We were only contacted about the wheels and tires well after the incidents, it could not be determined that the construction on property was the cause of the damageAdditionally, no supporting evidence was supplied, for us to determine the cause of the tire repair or the cost.We have fully communicated with you in regards to your claims, and at this time consider the case to be closed.-- [redacted] Customer Service RepresentativeIrvine Company Apartment Communities [redacted] *** [redacted] *** [redacted] [redacted]

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attentionResident feedback is important to us, and our team is always striving to provide the best service possibleIn this case, we have investigated the complainant's concerns and have been unable to substantiate them.Due to the recent weather storms, the Complainant experienced leaks in their homeIn order to fix the leaks, our team had to identify the source of the leakOur team investigated the leaks, but was unable to identify the source, as it was no longer rainingIn an attempt to prevent the problem from recurring, our team installed scaffolding and sandbagsOnce the weather storms returned, we were able to identify the source of the leak, and promptly proceeded with repairs.When Complainant requested to be transferred on 3/3/17, we responded immediatelyThe Complainant was transferred the next day on 3/4/17, at no cost to Complainant, to a new home at a below-market rental rate with a short-term leaseWe also agreed to honor the current lower pet rent amount for their new homeDue to the inconvenience and the impact they experienced, we paid for the Complainant's movers, provided them with a $Gift Card as a customer service gesture, and contacted the Complainant's cable provider to request to have them waive the fees associated with transferring the service to the new homeUnder the circumstances, our response to this situation was reasonable, and we respectfully decline to provide Complainant with further compensation.While we understand repairs can create an inconvenience, we were unable to control the timeline in this case due to external forces, including the weatherAdditionally, upon receiving the Complainant's transfer request, we acted immediately to transfer them, at no cost to Complainant, and also provided them with $in gift cards.We hope this correspondence clarifies our position with regard to these mattersIf you have any other questions, or if you need any additional information, please contact us.Sincerely,Irvine Company Apartment Communities

Good afternoon ***, Thank you for taking the time to speak with me earlier todayIn response to ID ***, our comments are: On behalf of the entire team at Villas of Renaissance, we sincerely apologize that you feel your apartment home was delivered to you in less than satisfactory
conditionWe pride ourselves in being able to provide the best experience possible and the deliverance of that exceptional service is our upmost priorityAs you know, we have had open communication, rectifying many of your concerns to dateWe are happy to continue to serve you in hopes that you will love your home at Villas of RenaissancePlease feel free to contact our Customer Care Center at 949-223-0800 or the site team at 858-453-7368. Please let me know if I can assist further! Warm regards, *** ***Community ManagerVillas of RenaissanceFiore Terrace | San Diego, California | 92122Phone 858.*** | Fax 858.*** |a***@irvinecompany.comwww.Irvinecompanyapartments.com*Please note I am out of the office Saturday & Sunday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Complaint should be able to be resolved within the Revdex.com, as it is a simple matter.
Regards,
*** ***

To whom it may concern, We are currently engaged in discussions with complainant's legal counsel regarding this matterDue to the sensitivity of those pending discussions, we will not be responding to complainant's concerns via the Revdex.com portal at this time. Thank you for your
understandingIf you have any questions, please contact us. Sincerely, Irvine Company Apartment CommunitiesCustomer Care

To Whom it May Concern: We have reviewed the Complainant's additional responseDespite this additional communication, our position remains unchanged in this matter Sincerely, The Irvine Company

To Whom it May Concern,There are no details of why the Complainant is not satisfied with this resolutionTherefore, our answer has not changedWe respectfully decline to waive either of the lease break options as stipulated in the lease agreementWe hope this correspondence clarifies our position with regard to these mattersIf you have any other questions, or if you need any additional information, please contact usSincerely,Irvine Company Apartment Communities Customer CareTell us why here

To whom it may concern, Thank you for contacting us regarding this complaint. In this case, upon inspecting the apartment after move-out, our vendor recommended a carpet replacement due to heavy stains and discoloration, which were unable to be removed with carpet
cleaning. Please note that when the Complainant moved in, the carpet was within its year lifespanHowever, per the Complainant's request, the carpet was replaced during his tenancy, in November of This re-started the year lifespan clock. The Complainant was thus charged for the prorated cost of the carpet replacement based on the year lifespan that began in November 2014. The following charges were applied to Complainant's ledger: $carpet replacement. Per the Complainant's lease agreement and applicable law, the apartment needed to be returned to the same level of cleanliness it was in at the time it was rented to Complainant, and we are authorized to assess repair costs for damages which exceed wear and tearWe have reviewed the charges in this case, and they were applied appropriately. We therefore respectfully decline to remove these charges I hope this summary provides you with the information you need to close this complaint. In the event you require any further documentation or information, please do not hesitate to reach out. Sincerely, The Irvine Company Apartment Communities

Revdex.com:
I have reviewed the 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.
I do not accept this response, as it does not address my complaint. Contrary to the statement that the company is open to communication, they have firmly stood behind each other in agreeing that my standards Are too high for their Luxury (defined as "the state of great comfort and extravagant living.") community. This company falsely advertised and rented me a LUXURY apartment. My apartment was unsanitary and even unsafe. While some of the items have been addressed as Ms. [redacted] stated in her canned response, we still have items to be addressed. This unit was nowhere near luxurious, and we were disrupted no less than ten times by her team. Her responses have only come when forced by corporate or your team, and are not genuine. I am still seeking reimbursement for the issues encountered AFTER moving into the unit, and I would like the issue of misleading advertising looked into. This manager has repeatedly offered and asked me to move out, which we are not in a position to do after moving cross country and having a baby. If we were informed that our unit would be dirty before paying this company, we would have gone elsewhere. I reiterate that I am requesting 1/2 months rent returned to compensate for the excessive issues. The company also did not inform us that a month into our tenancy that our pool would be closed for scheduled repair. This too should be shared with prospective tenants before signing them into a binding agreement. I would also wish to post an official review of this business and will continue to take any legal means to both be righted, and make others aware of this managements commitment to the bottom line rather than its customers. I have attached some of the photos that show the lack of cleaning before we moved into our unit. They include sauce on our ceilings and cabinets, ashes on our patio, dirty fireplace and rusty paint chipped railing. Our patio floor is also being replaced. 
warm regards,
[redacted]

Here you go. As a long-term apartment owner, we have an extensive track record of providing excellent customer service to our residents. We’ve worked diligently with this resident to resolve his concerns, offered several concessions for any inconvenience he experienced, and extended our standard 30-day satisfaction guarantee to 60 days for him. We are sorry that this resident’s experience fell short of his expectations. Our continued commitment is to offer our residents the highest quality rental living experience in California. Let me know if you have any questions. Thanks. [redacted]Vice President, CommunicationsIrvine Company

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention. Resident feedback is important to us, and our team is always striving to provide the best service possible. In this case, we have investigated the complainant's concerns and...

dispute their accuracy.We address all noise violations equally, responding to each complaint that’s brought to our attention in a timely manner. Following concerns brought to us by the Complainant’s neighbors, Management was able to verify excessive noise emanating from the Complainant’s apartment on multiple occasions. However, in response to our attempts to discuss these violations with the Complainant directly, they indicated they felt harassed by Management and asked that we stop contacting them. Now we have received this request to resolve the matter by waiving the Complainant’s lease obligations after the Complainant already made plans to vacate. In light of the above, we respectfully decline to waive either of the lease break options as stipulated in the lease agreement. We hope this correspondence clarifies our position with regard to these matters. If you have any other questions, or if you need any additional information, please contact us. Sincerely, [redacted]Irvine Company Apartment CommunitiesCustomer Care

Dear [redacted],We have reviewed your most recent correspondence and once again re-evaluated your concerns.Please note that our team on site at the Village Mission Valley, has been reaching out to you in regards to the final account charges. As the keys were turned into the maintenance team, rather than the office, we are going to make a customer service gesture and waive $130, the charge for the non return of keys. However, the carpet replacement, de-con floor treatment, and paint charges are all valid. We have/can provide documented evidence of the condition of the apartment and the expenses paid to restore the apartment.In regards to the air conditioning issues that you experienced last summer, we thought that the issues were resolved when you did accept our apologies and concession towards the inconvenience caused by our vendors.The towing of your household’s vehicles were for valid. The parking rules and regulations are stated clearly in your lease and in the parking areas.  We were only contacted about the wheels and tires well after the incidents, it could not be determined that the construction on property was the cause of the damage. Additionally, no supporting evidence was supplied, for us to determine the cause of the tire repair or the cost.We have fully communicated with you in regards to your claims, and at this time consider the case to be closed.-- [redacted]Customer Service RepresentativeIrvine Company Apartment Communities [redacted]  
[redacted]

Revdex.com:
I have reviewed the 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.As mentioned in my original complaint, at my pre-move-out inspection on 7/30/16, the Villas staff came to my apartment and informed that because I had been at my apartment for five years, I would not have any carpet-related charges for move-out. They also provided an estimate statement indicating that I wouldn't be charged anything for carpet and I would only be charged for apartment cleaning for about $135. Also, Villas staff informed us at the time of carpet installation in 2014 that I just need to stay in my apartment for an extra year to avoid any carpet-related charges. If Villas staff had informed us properly either at the time of carpet installation or at the time of pre-move-out inspection, we could have taken steps. The whole point behind pre-move-out inspection is to give the apartment dwellers time to clean up the apartment if they feel that any charge by the apartment is going to be too much. If I was given an estimated cost of $750 for carpet at the time of pre-move-out inspection, I would have taken steps even then to clean the carpet. I believe the carpet was in good condition at move-out as well and the condition doesn't justify $750 charge by Villas.Villas staff has not disputed any of the complaints that I made in my original complaint. I have also attached proof of the pre-move-out inspection letter where they informed me in writing (and verbally) that I would not be charged for carpet because I was a resident for five years. And as mentioned in my original complaint, the carpet at the time of move-in was not new and Villas staff admitted that it needs to be replaced. So even though I moved in with an old carpet and I stayed for five years, I am being charged $750. And on top of that, I wasn't informed by Villas staff even at the time of pre-move-out inspection, just a few weeks before the actual move-out, that I would have carpet-related charges.Villas has already taken about $125 from my security deposit for carpet. As I mentioned earlier for my desired outcome, I don't believe Villas is justified in keeping that amount.  
Regards,
[redacted]

To whom it may concern,As a preliminary matter, we wish to thank the complainant for bringing these concerns to our attention. Resident feedback is important to us, and our team is always striving to provide the best service possible. In this case, we have investigated the complainant's concerns and...

have been unable to substantiate them.Due to the recent weather storms, the Complainant experienced leaks in their home. In order to fix the leaks, our team had to identify the source of the leak. Our team investigated the leaks, but was unable to identify the source, as it was no longer raining. In an attempt to prevent the problem from recurring, our team installed scaffolding and sandbags. Once the weather storms returned, we were able to identify the source of the leak, and promptly proceeded with repairs. .When Complainant requested to be transferred on 3/3/17, we responded immediately. The Complainant was transferred the next day on 3/4/17, at no cost to Complainant, to a new home at a below-market rental rate with a short-term lease. We also agreed to honor the current lower pet rent amount for their new home. Due to the inconvenience and the impact they experienced, we paid for the Complainant's movers, provided them with a $750 Gift Card as a customer service gesture, and contacted the Complainant's cable provider to request to have them waive the fees associated with transferring the service to the new home. Under the circumstances, our response to this situation was reasonable, and we respectfully decline to provide Complainant with further compensation.While we understand repairs can create an inconvenience, we were unable to control the timeline in this case due to external forces, including the weather. Additionally, upon receiving the Complainant's transfer request, we acted immediately to transfer them, at no cost to Complainant, and also provided them with $750 in gift cards.We hope this correspondence clarifies our position with regard to these matters. If you have any other questions, or if you need any additional information, please contact us.Sincerely,Irvine Company Apartment Communities

Revdex.com:
I have reviewed the 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.
Regards,
[redacted]

Revdex.com:
I have reviewed the 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.
I would like to address the response made by the business with the following replies to specific comments in their letter."Out team investigated the leaks, but were unable to identify the sources, as it was no longer raining"There was no specific team coming to investigate our leaks. A maintenance came to patch damage done to the walls our carpet but no one was specifically looking for a root cause. We noted to the maintenance team that the standing water outside of the wall was the likely source, as there was poor drainage during heavy rains leading to a build up of external moisture on our walls, but this was not addressed until after 3 repairs and our demands to be relocated."promptly proceeded with repairs"The wording of promptly is incorrect.  Repairs in late 2016 and early 2017 were ongoing for 2 months.  We have detailed emails and photographs identifying the repairs were not completed during a 2 month period.  Trash was left in our apartment and not removed by the maintenance crew.  The carpet was never reinstalled and underpadding was not replaced. We had to formally place maintenance requests to finish the repairs and remove trash."Complainant requested to be transferred on 3/3/17, we responded immediately"We initially sent an email to the human resources team of the complex on 2/28/2017 stating our apartment was "virtually unlivable".  It was not until we made phone calls demanding to be moved that the offer was provided.  We have photographs of our apartment (missing dry wall, our belongings covered in plastic sheeting, multiple fans and dehumidifiers) during this time. The aparment complex made no recommendations to assist with moving or improvement in our living conditions without us making multiple requests/complaints.It was described we were moved to a "below-market rental rate with a short-term lease"The below market rate was the standard rate for the new apartment. Our monthly rent was lower because our new apartment has less square footage.  The wording of this implies we were given a special rental rate, but this is untrue. Additionally, the short-term lease was not a special lease. We requested our lease have the same cut off date as before the move (in July 2017). Thus to call it a "short term lease" is a misuse of wording when our actual lease end date never changed from the original lease before the necessary move. We requested no changes to our previous lease; however, the complex created a new lease with our new address to reflect the move."Due to the inconvenience and the impact they experienced, we paid for the Complainant's movers"We asked for a decrease in rent rate or return of our previous rent due to uninhabitable living conditions. The complex refused and instead offered the pay for mover's.  We were not allowed to find our own movers and instead receive the monetary compensation equal to cost of movers.  Thus the complex paying for movers hyperinflates the amount of monetary reimbursement we received. We have not received an invoice for what the cost of movers entailed."contacted the Complainant's cable provider to request to have them waive the fees"They did not outright contact the cable provider. We complained that we were being charged a $100 instillation fee for internet service in our new apartment.  After complaining to the aparment complex that we felt we had not be adequately reimbursed, they offered to cover this cost.  Without our specific request, this would not have been done.  The wording of this statement again hyperinflates the actions taken by the apartment complex."we were unable to control the timeline in this case due to external forces, including the weather"We first complained of the leakage more than 1 year prior to our necessary move date.  We would argue there was plenty of time to address our concerns of leakage sooner. In summation, the wording of the response by the business overstates the actions taken to provide a timely move and just compensation. Without our multiple complaints (both verbal and written) and photographic documentation of our living conditions, the business did not provide assistance.
Regards,
[redacted]

Irvine Co. had the nerve to contact my lawyer and agree to let me out of my lease if I remove the review and photos. That's not how it works. Irvine Co. and management has and is continuously breaking the law.

Irvine Company illegally defamed my character telling my lawyer I "staged" the photos at The Village (where I reside). How stupid could one be! Stating such is only getting Irvine Company and its management in deeper legal trouble and more serious media exposure.

Irvine Company & The Village have continuously been in violation of multiple Civil Codes and Ordinances for many years. Irvine Company needs own-up to it, cease engaging in unfair business practices, stop all shoddy business tactics and immediately correct their actions. I'm fine paying the remaining months of my lease while renting elsewhere just to keep my legitimate review and photos online and continue exposing them to the media! People need to be informed what to expect should they choose to do business with Irvine Company. Again, it's not a financial issue with me; it's principal.

Emails with time stamped photos attached between myself and management and Corporate Customer Care are saved, dating back to May 2014, so if these were "staged", why didn't Irvine Co. speak up and/or do anything about it?

Either way, Irvine Co. and management has a legal obligation to make certain the property/dwelling is kept in every part clean, sanitary and free from all accumulation of debris, filth, rubbish, garbage, rodent and vermin pursuant to Civil Code Section 1941.1(a)(6). What's their reason for allowing trash to sit outside apartments for more than a day and even longer than a week?

Furthermore, pursuant to Civil Code Section 1942.4, Irvine Company is prohibited from collecting rent for a premises when it's in violation of Civil Code Section 1941.1. In return, tenants are entitled to reimbursement for their rent they've paid while the premises have been uninhabitable.

Irvine Company and management are constantly maintaining a nuisance at The Village. They are continuously failing to enforce paragraph 13 of the lease by allowing the illegal AirBnb business to be conducted on the property. They have been informed of this matter numerous times and negligently give it the blind eye and deaf ear. The only thing Irvine Company did was send a sugarcoated generic letter to all tenants at The Village dated June 13, 2016, informing them how it's a violation of the lease to sublease their unit (aka running an AirBnb business).

Paragraph 13 of the lease specifically states (photo also included with their Yelp profile...approximately page 2 of the photos) it is a violation of the lease for any tenant to "advertise the Premises on AirBnb, Couchsurfing, Craigslist, or any other advertisement or listing service". Furthermore, aside from paragraph 13 of said lease, it is a violation of the Irvine Municipal Code to operate an establishment allowing transient occupancy without obtaining a transient occupancy registration certificate from the City's Manager of Fiscal Services, and without paying the corresponding transient occupancy tax.

Allowing such illegal activity to take place puts all innocent tenants lives at risk. Anyone from anywhere could illegally rent a unit for days, weeks or even months at a time via AirBnb with no credit or criminal background check required. That means murderers, rapists, thieves, drug dealers, etc could rent any AirBnb unit only requiring an AirBnb account and credit card. Hello! Even murderers and rapists have credit cards!

With the way Irvine Company is illegally and falsely accusing the trash to be "staged" on the properties, they must be insisting it's been staged at The Park and all those other properties people complain about all the time. That's an awful lot of years of "staging" trash. Again, Irvine Company is just digging a deeper hole for themselves. My Google photos posted 2 weeks ago for Irvine Company and The village already have approximately 61,000 views; that's 3 weeks only.

What about the 31 serious crimes committed at The Village within the first six months of 2016? Surely those were not staged, but you know Irvine Company is not very smart! I have a crime report provided by Irvine Police Department last June for all crimes (theft related) at The Village for the first six months of 2016. It's in the photos section of Irvine Company's Yelp profile.

Review: I moved into this residence on 5/17/15. Since I have moved in, I have had nothing but maintenance and housekeeping issues with my unit. A full month into our residency and we have yet to have a week without maintenance coming into our home. Our property was not properly prepared prior to our moving in and was left dirty, unsanitary and in disrepair. Some items have been rectified, while others have not or cannot without risking the health of my family or further inconveniencing us. This community also lead us to believe and roped us into a rental agreement based on it being a "Luxury" community. This is simply a marketing ploy and is false. This community and the units are not Luxury as stated on the website and all of the literature.

Counters in disrepair- Needed to be leveled and are very stained

Kitchen walls had cracked and chipped paint

Kitchen walls and ceiling had food splatter (red sauce). This took several requests to clean.

Kitchen cabinets were severely stained and were pungent of curry smell

Newly installed carpet did not have floor tacks hammered down, cutting our feet

Fireplace had not been cleaned since last tenant moved out

Washer had not been washed and had strong odor.

Glass shower door was not installed properly and fell the first time it was opened.

Shower broke two weeks into residency, causing water not to shut off and an emergency call

Home has a spider issue. Only remedy is to vacate my home because they use poison. I have a newborn. This is not an option.

Patio railing in disrepair. Paint is in very bad shape and has extensive rust.

Patio sub floor needs to be replaced. This will be done next month. This should have been done prior to moving in

Patio wall was covered in cigarette ashes. My daughter put her finger in it.

Elevator has broken three times since moving in.

Resident parking gate has broken three times in one month

The management team has told me that my standards are too high, but this is not a case for a luxury apartment home.Desired Settlement: I am seeking compensation in the amount of 1/2 of one month's rent. This would compensate for the first two weeks of living in the unit with it not being ready for our tenancy, which is more than fair. We are now over a month in and still dealing with maintenance and pest issues, and will continue to deal with them. I would also desire for the company to either work on accountability for getting units ready, or not be able to disclose the community and apartments as "Luxury" living. This is very misleading.

Business

Response:

Good afternoon [redacted], Thank you for taking the time to speak with me earlier today. In response to ID [redacted], our comments are: On behalf of the entire team at Villas of Renaissance, we sincerely apologize that you feel your apartment home was delivered to you in less than satisfactory condition. We pride ourselves in being able to provide the best experience possible and the deliverance of that exceptional service is our upmost priority. As you know, we have had open communication, rectifying many of your concerns to date. We are happy to continue to serve you in hopes that you will love your home at Villas of Renaissance. Please feel free to contact our Customer Care Center at 949-223-0800 or the site team at 858-453-7368. Please let me know if I can assist further! Warm regards, [redacted]Community ManagerVillas of Renaissance5280 Fiore Terrace | San Diego, California | 92122Phone 858.[redacted] | Fax 858.[redacted] |a[redacted]@irvinecompany.comwww.Irvinecompanyapartments.com*Please note I am out of the office Saturday & Sunday

Consumer

Response:

I have reviewed the 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.

I do not accept this response, as it does not address my complaint. Contrary to the statement that the company is open to communication, they have firmly stood behind each other in agreeing that my standards Are too high for their Luxury (defined as "the state of great comfort and extravagant living.") community. This company falsely advertised and rented me a LUXURY apartment. My apartment was unsanitary and even unsafe. While some of the items have been addressed as Ms. [redacted] stated in her canned response, we still have items to be addressed. This unit was nowhere near luxurious, and we were disrupted no less than ten times by her team. Her responses have only come when forced by corporate or your team, and are not genuine. I am still seeking reimbursement for the issues encountered AFTER moving into the unit, and I would like the issue of misleading advertising looked into. This manager has repeatedly offered and asked me to move out, which we are not in a position to do after moving cross country and having a baby. If we were informed that our unit would be dirty before paying this company, we would have gone elsewhere. I reiterate that I am requesting 1/2 months rent returned to compensate for the excessive issues. The company also did not inform us that a month into our tenancy that our pool would be closed for scheduled repair. This too should be shared with prospective tenants before signing them into a binding agreement.