The Irvine Company

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 and have waived the disputed fees for the damaged garage door and water and trash services. 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. [redacted]Vice President, CommunicationsIrvine Company

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.
roblem:I am writing to reopen or file a new complaint regarding Complaint ID [redacted]. Although The Irvine Company reduced the charges and I agreed to make payments to them, they still sent the issue to collections. They said that if I agreed to their terms that I would not be sent to collections, however they did so anyway. They are not only extorting money from me, but they are now trying to ruin my credit score in retaliation.Translate Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I would like the Irvine Company to cease and desist collections and to drop all charges.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.The Irvine Company had helped up completed the first referral, and had assissted to re-submit the documents for the second referral. We as resident have already completed our part, and are now waiting for the referral to be approved. 
Regards,
[redacted]

To whom it may concern,    Pursuant to our referral program, the referring party must provided us with certain documents and information before we can process the fee payment request.  We recently received the necessary documents from the complainant, Ms. **, with regard to the...

first referral and have paid the first referral fee to complainant accordingly. We are actively assisting Ms. ** to coordinate our receipt of the necessary documents (from both Ms. ** and the referring party) in order to process the second referral fee.    Please note that our referrals program provides that the company reserves the right to amend or discontinue the resident referral program at any time.    If you should require more information, please let us know.    Customer Care The Irvine Company Apartment Communities

To Whom it may concern, We have agreed to waive the late fee as a customer service gesture.  As to the remaining items, we must respectfully decline to change our position. 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 disagree with the damages that this company is alleging.  This company is known for inflating all of the costs to create a hardship for many of the people that speak out against them.  I have spoken out against them and will continue to do so.  I appreciate their taking a few dollars off the bill and hope they will report that the credit reporting agency that is tarnishing my credit record right now.  I do not feel that this discount is substantial enough though to warrant my being able to pay it in full today.  I believe and my husband who is a professional in the industry believes that the charges are inflated to wholy benefit the company.  
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.  Immediately upon receiving complainant's notice of intent to vacate, complainant's unit was listed in our system’s internal availability list, which is updated daily. While we are not at liberty to disclose our internal marketing and business practices in detail, we promptly made reasonable efforts to re-lease the apartment unit. Despite these efforts, we were unable to secure a replacement resident. California law specifically provides that, upon the abandonment of a unit prior to the end of the Lease End date, a tenant remains financially responsible for the full rent for the remainder of the Lease Term. California law also permits landlords to charge tenants the reasonable administrative costs which are incurred as a result of the breach, such as money and labor spent on advertising and procuring a replacement tenant.  However, we are not seeking to recover these costs from Complainant. Lastly, we expressly deny Complainant's allegations of discriminatory conduct.    Despite the foregoing, we have contacted the Complainant and reached an amicable resolution of this matter. It our position that this matter is thus closed.    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 Customer Care

To Whom it May Concern, Due to a system error, Complainant was inadvertently contacted about the balance due. Upon receiving word of this contact, we immediately resolved the system error.  We have advised Complainant regarding this resolution. Should you have any further questions please do not hesitate to contact us. Sincerely, The Irvine Company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I confirm that the business had actually communicated this resolution to me in person through my community's leasing office prior to responding to the Revdex.com complaint filing to be complete (as that took around a week from when I filled in the forms). I consider this matter resolved.
Regards,
[redacted]

To whom it may concern,
The Customer Care Department with the Irvine Company Apartment Communities has received this concern.
The Community Manager spoke with the resident; he explained the apartment was held and then cancelled. The apartment was never occupied and is currently vacant. ...


Thank You
Customer CareThank you for forwarding this Complaint and providing an opportunity for us to respond.Our Lease Agreements provide for a specified lease term. In certain situations, a Resident may wish tonegotiate an Early Termination payment to cap potential damages in the event the lease is breached priorto the end of its term . When a Lease provides the option of an Early Termination payment, theResident's rental responsibility and Landlord's right to recovery of damages is determined at the time ofthe breach; as such, each party balances its risk.For the Landlord, the risk is that it will forego actual damages and limit itself to the pre-determinedamount of the Early Termination payment. The Resident averts risk of responsibility for the balance ofthe lease term by opting for the Early Termination payment.Here, Ms. [redacted] breached her Lease Agreement by abandoning her apartment prior to the termination ofher Lease. At the time of the breach, Ms. [redacted] elected to mitigate her risk of exposure by paying theEarly Termination payment, to avoid the possibility that she might be held rent-responsible for theduration of the Lease.If the situation were reversed, we would not be able to seek damages incurred in excess of the earlytermination payment; in fact, if a landlord made that argument, a Resident would voice its opposition tothat end. Although we can appreciate the frustration of risk management and the nature of the gamble, wemust follow the contract.As a long-term apartment owner, we have an extensive track record of providing excellent customerservice to our residents. This resident admits terminating her lease early, and her choice to pay the earlylease termination fee - as is clearly stated in her lease agreement. Therefore, we consider the matterclosed. Our continued commitment is to offer our residents the highest quality rental living experience inCalifornia.I hope this response is sufficient to close this complaint. If you have any questions, or if you wish todiscuss, please do not hesitate to contact me.

Review: We (all residents of the Irvine Apartment Communities which is owned by The Irvine Company), have been forced to switch to a new water/trash payment service that has a mandatory 'service fee' that must be paid each month of $3.25 on a bill that is typically $40-$50 per month. It seems wrong that we are forced to pay a new service fee to a company we are being forced to use.Desired Settlement: I would like to see the service fee eliminated from everyone's bill.

Business

Response:

To whom it may concern,

The Customer Care Department with the Irvine Company Apartment Communities has received this concern.

The resident was left several messages asking for a return call to the Customer Care Department. There has been no response from the resident. Customer Care would like to speak with the resident to explain the change explained in the concern.

Thank You

Customer Care

Review: I had been paying my monthly rent ($2500) on time all the time and Irvine company have my records at [redacted]. Upon moving, I had a dispute about $117 cleaning cost. I talked to the manager (his name is [redacted]). He promised me to look at it and let me know about his decision. He did not call me in a few days and I called back. New manager ([redacted] is gone) said sorry blab blab send $117. And I did send a check for $117. Later I realized they sent my family (not only me) to collector even though I was waiting for a call about mangers decision. These people are belligerents who allow themselves to play with peoples life. They illegally gave our cell phone number to collectors who are harassing my whole family every day for $117 that I have already sent a check.Desired Settlement: Irvine company or any one who is responsible has to fix the issue and the hassle they made for my family

Review: I have had bugs in my aparmtent since I first moved into Rancho Tierra in March of 2015. They have made several attempts to get rid of the bugs but they keep coming back. Irvine comapny has yet to come up with an effective resolution. Last night I found 2 giant cockroaches in my 9 month old sons bath tub. On top of that we have had many other issues with the apratment such as the shower tub drain stoppers not properly fitting the drains causing the bath tubs to overflow with very hot water and I believe the drains are where the cockroaches are coming from. I will not allow them to jeopardize the health of my family and want a swift resolution.Desired Settlement: At least one month on the Irvine Company and to be moved into a different unit of our choosing.

Business

Response:

To Whom it may concern,

Review: After renting with the Irvine Company (Monte Vista APTS) for 14 months, I terminated my lease because I had ongoing problems with the management and their lack of follow through to address concerns within the complex. Leading up to my departure from the unit I requested a pre-move out inspection. During the pre-move out inspection the complex attempted to [redacted] me for damage on the outside of my garage that I did not cause. After several failed attempts to discuss this with management, I ended up posting my displeasure on the World Wide Web. Soon after my post the manager sent his maintenance person over to check out the damage. After the maintenance person reviewed the damage to the garage again it was determined that there was no way that my vehicle could have caused the damage. They decided to remove the charge.

As stated before I resided in the Monte Vista complex for 14 months at more than 2,000 dollars a month and I kept my apartment in tiptop shape. With that said, I still agreed to pay the cleaning fee to prevent any further hassles, but the Irvine Company proceeded to charge me for minor cosmetic issues including an unnecessary repair of carpet patch. Then there’s the issue with NWP water/trash services, I strongly disagree with these charges altogether because I consistently over paid for these services on the 15th of every month. When someone from the Irvine Company called me about collecting the amount due. I was told that it would be in best interest to pay what is owed and not risk having the company send $35 to a collection agency to impact my credit. My monthly rent was over $2000/month so of course I can pay the $35 charges but this is a matter of principle. This company is a massive rental property business that seems to have no value in actually satisfying and pleasing the consumer. As a responsible tenant I never once paid my rent or any other fees late, nor did I cause any damage to their unit. The Irvine Company has proved that it is a poor business with it's mishandling of Monte Vista and inaccurate [redacted]ing and threats of sending my claim to a collection agency instead of making arrangements to assist me to easily rectify this issue.

Business

Response:

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 and have waived the disputed fees for the damaged garage door and water and trash services. 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. [redacted]Vice President, CommunicationsIrvine Company

Review: Irvine co charged my account $377.81 for an outstanding electricity bill. I sent over my bill history and payment history showing I have paid my electricity bill. I asked that they send me the $377.81 bill they received and to answer whether they have done anything to affect my credit. I provided this information on Wednesday and have not heard a response.Desired Settlement: Remove the $377.81 charge off my account or provide evidence the charge is for my unit.

Business

Response:

To whom it may concern,

The Customer Care Department with the Irvine Company Apartment Communities has received this concern.

There was a billing error and the charge has been reversed. The resident has been informed of the resolution.

Thank You

Customer Care

Consumer

Response:

I have reviewed the response 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.

Regards,

Review: Del Rio Apartment Homes, a branch of Irvine Company Apartments allowed transient tourists to stay in a residential area. These Irish tourists are creating constant disturbances and generating too much noise to the residents. There are at least 7 of them that moved in to the Unit right above mine. They are wide awake in the middle of the night walking, running around, dropping things, stomping on the floor, using the pool and jacuzzi after the 10pm curfew since they moved in on June 20, 2015. They had constantly kept me awake at night providing me with 4 hours or less of sleep each night. This has been affecting my performance at work. I don't even feel fit to drive due to drowsiness and tiredness. This has been affecting my health due to stress and anxiety towards this business and the tourists. The apartments are claiming they are taking care of it but there is no certainty as to when they can evict or move these individuals out of this apartment complex. These tourists should have been staying in a hotel and not in a residential area. I have called Universal Protective Services several times, almost every night and called the non-emergency number for the police twice. There has already been an incident that happened the night of June 25th when one of them assaulted a resident who was videotaping them with his smartphone while they were using the pool and hot tub at 2 am. The resident, [redacted] ([redacted] wa bleeding in the head when one of the females knocked his phone down and a male attacked him. This is still a pending case that has been brought up to their sponsor and to the Irish Council. I am desperately seeking for help and guidance to deal with this apartment complex who made that decision to allow tourists to stay in a quiet residential complex that has been affected mane of the residents here. I am directly affected by them each and every night so I am the one who is pro-actively pursuing my complaints and reasonable demands. Thank you.Desired Settlement: They have to evict these Irish tourists in the next few days. I have been displaced last night that they paid for my hotel stay at [redacted] Inn by [redacted] Although I got the desired number of hours of sleep, it was still an inconvenience for me to drive back and forth from my Unit just to avoid the noise. I cannot jeopardize my health and my work any longer. My present command is aware of this situation. The apartment expressed their willingness to pay for my move but I declined since its only going to inconvenience me more. Moving is not easy, with the change of address, appointments to be made for cable/wifi, boxing up stuff and unboxing them again after the move. Why move me instead of the tourists who have no furnitures, or appliances. All they have are luggages and sleeping bags, This is unfair treatment and slow response to my complaints and the other residents' complaints. I desired a one month rent refund of $1,870 due to the stress, anxiety, anguish and inconvenience.

Business

Response:

RE: Case #: [redacted]Dear Ms. [redacted]:Thank you for forwarding the above-referenced Complaint and providing an opportunity for us to respond.[redacted] brings this claim based on an alleged breach of quiet enjoyment, and his dissatisfaction with Del Rio’s screening process, as he describes his neighbors (“Neighboring Residents”) as “transient tourists” who should not be living within a multi-family residential community.Please note that Del Rio manages its property in accordance with Federal and State Fair Housing Laws, by providing fair and equal rental opportunities for all qualified applicants, without consideration of an individual’s protected class status, including, but not limited to, race and/or national origin.Del Rio was aware of [redacted]’s noise complaints and has responded in good faith by taking appropriate steps necessary to address the issue. Specifically, Management took all appropriate and legal action to address [redacted]’s complaints, and, as a result, the Neighboring Residents vacated the property on July 20, 2015. Moreover, Management paid for [redacted]’s temporary relocation, to provide a quiet retreat until the Neighboring Residents could be legally removed from the community.Del Rio strives to ensure that all of its residents are able to use and enjoy their apartment home. On occasion, even in the best of multi-living communities such as Del Rio, Management is challenged by difficult residents. Management is confident that it reasonably and effectively worked with each resident to investigate and resolve the situation. It is Del Rio’s continued commitment to offer the highest quality rental living experience in California.We hope this information is satisfactory to close this Complaint. If you have any questions or if you would like any additional information, please do not hesitate to contact me.[redacted]

This is the worst company. The people working at the apartment homes is just terrible. They are a real mess. Unorganized . To get something repaired or fixed in the apartment you will never have a problem with. Run fast from this company!!

Review: On June 28, 2015 we entered our rental apartment from the Turtle Ridge Apartment Homes, owned by the Irvine Company. The apartment was a nice corner unit with a clean stairway and entrance to the apartment. The Turtle Ridge Team helped us sign a contract to pay an approved rent for the apartment in a nice quiet apartment complex. They did not tell us that there were future plans to do construction on the sight in January of 2016. We agreed to a $200 reduction of rent but when construction began on Jan. 4th the jack hammers were unbelievably loud. The apartment actually shook. We had to leave and began a search for a home to purchase. We feel that though we broke the terms of the contract, so did they when they. They did not warn us about the construction before signing the contract. I am retired and my wife has medical issues so we were in the home during the Monday through Friday hammering, tearing, and dust flying experience. The exterior of the apartment was torn to shreds. We gave notice and moved out by February 2nd, 2016. The terms of the contract make us, "rent responsible" until the apartment is rented by a new tenant within the one year term of our lease. We feel they broke the terms of their contract by not giving us a livable home. The other problem is that NO ONE will want to rent our apartment until they are finished with the project, so we are "Rent Responsible" until some one does. Our lease ends June 28th of 2016. This could be a total of approximately $12,000. I went to the office of Turtle Ridge and they admitted that people have left due to construction and that they did not tell us of the construction. When I called the main office about helping us they did not budge one inch on reducing the rent for us (they are for other new tenants). They even bumped our rent back up to the price we originally paid before construction. They want us to pay until someone rents our apartment. No one will want our apartment in the torn up exterior condition.Desired Settlement: We feel they broke their agreement of the lease contract and we should be let loose of our obligation to pay future payments. We would like our lease voided due to the horrible appearance of the exterior of the apartment. We have pictures of its condition if desired.

Business

Response:

?

Review: I did break a rental contract lease, and I was aware of the early lease termination fee. However, I believe that I was deceived into a conclusion that the apartment was not likely to be re-rented due to the large number of other similar two-bedroom apartments that were currently open. Based on that information given to me by the Crescent Village associate, I elected the flat rate $5,000 termination fee rather than paying until the unit was re-rented. I recently found out that it was re-rented in less than a month. Considering that my rental amount was $2875 for one month, I believe some of that $5,000 early termination fee should have been refunded, especially considering the fact that I also paid back the move-in special concession fee in addition to the aforementioned $5000 fee. Essentially, I paid $9000 to move out early from a place where other rules were not enforced and not all of the amenities were provided on a consistent basis. I wrote a letter to the corporation after I became aware of how quickly the turnover of the apartment occurred, and got no response.Desired Settlement: Considering that my rental amount was $2875 for one month, I believe some of that $5,000 early termination fee should have been refunded, especially considering the fact that I also paid back the move-in special concession fee in addition to the aforementioned $5000 fee.

$5000 minus $2875 would be $2125. I believe that would be a fair settlement.

Business

Response:

To whom it may concern,

The Customer Care Department with the Irvine Company Apartment Communities has received this concern.

The Community Manager spoke with the resident; he explained the apartment was held and then cancelled. The apartment was never occupied and is currently vacant.

Thank You

Customer CareThank you for forwarding this Complaint and providing an opportunity for us to respond.Our Lease Agreements provide for a specified lease term. In certain situations, a Resident may wish tonegotiate an Early Termination payment to cap potential damages in the event the lease is breached priorto the end of its term . When a Lease provides the option of an Early Termination payment, theResident's rental responsibility and Landlord's right to recovery of damages is determined at the time ofthe breach; as such, each party balances its risk.For the Landlord, the risk is that it will forego actual damages and limit itself to the pre-determinedamount of the Early Termination payment. The Resident averts risk of responsibility for the balance ofthe lease term by opting for the Early Termination payment.Here, Ms. [redacted] breached her Lease Agreement by abandoning her apartment prior to the termination ofher Lease. At the time of the breach, Ms. [redacted] elected to mitigate her risk of exposure by paying theEarly Termination payment, to avoid the possibility that she might be held rent-responsible for theduration of the Lease.If the situation were reversed, we would not be able to seek damages incurred in excess of the earlytermination payment; in fact, if a landlord made that argument, a Resident would voice its opposition tothat end. Although we can appreciate the frustration of risk management and the nature of the gamble, wemust follow the contract.As a long-term apartment owner, we have an extensive track record of providing excellent customerservice to our residents. This resident admits terminating her lease early, and her choice to pay the earlylease termination fee - as is clearly stated in her lease agreement. Therefore, we consider the matterclosed. Our continued commitment is to offer our residents the highest quality rental living experience inCalifornia.I hope this response is sufficient to close this complaint. If you have any questions, or if you wish todiscuss, please do not hesitate to contact me.

Review: I started renting an apartment at Villa Siena Apartments (owned and operated by Irvine Company) at the end of June, just over two months. My toilet has just clogged for the SIXTH TIME. This time was the worst, the toilet uncontrollably overflowed, flooding the entire bathroom floor and the toilet water ran deep into the carpet area. It has soaked all the way to the kitchen carpeting and to one of the bedrooms. I am currently waiting for maintenance to respond to my two emergency calls. It's been over 30 minutes.

Every since the toilet clogged for the 5th time, I've been speaking with [redacted], the Community Manager. Although she is nice, it seems that she just did the minimal effort to end my concern. Once the 5th toilet issue was resolved she entirely ignored my concern about the chipped blinds and chipped kitchen flooring that I noticed upon moving in. I have a 2 bedroom, 2 bathroom apartment and both toilets have clogged multiple times. This it must be the plumbing and they are refusing to cure the problem despite my pleas to investigate the issue to prevent future clogging.

Not only did Irvine Company place me in a 'lemon' of an apartment, but they are refusing to spend a little bit of time to investigate why my apartment plumbing is repeatedly causing problems.Desired Settlement: First, I want the toilet clogs to STOP!!! I am SO TIRED of looking at the toilet every time I flush it, crossing my fingers hoping that it won't clog. Most of these clogs have happened when only flushing liquids down the toilet.

Second, after SIX CLOGS (among other issues that I reported), I feel like I am entitled to a monetary compensation.

Business

Response:

To whom it may concern,

The community has had a Plumbing Vendor go out several times to work on this plumbing matter. We had a Plumbing Vendor on 9-8-15 run a camera down the toilet and into the main line. The camera did not find any clogs. The resident is concerned he has a faulty toilet. The Service Manager call the resident on 9-8-15 to let him know we would order and install a larger toilet.

Sincerely,

Irvine Company Apartment Communities

Customer Care