United Apartment Group

Mr. [redacted],   On Wednesday , June 15,...

2016 you came in to the office very upset and pushed your way passed the front desk person in to my office in the back.  You were very upset and and saying we were dishonest. We asked you why you thought we were being dishonest.  You stated that the pool was not opened as you were told back in March.  As per the City, communities must pass an inspection before the use of the pool.  Due to new codes and all the rain we were not able to open the pool as planned.   We are not in beach of contract.  The pool is an amenity that is offered.    We do apologize for any inconvenience this may have caused.  We do want you and all to enjoy the pool. I asked you to leave the office after disrupting  the office and refused to lower your voice due to prospects in the office. We did call the police after you refused to leave.  You stated that you would wait for them.  Then you yelled out that you would call them also.  The police did come out and spoke to you, office staff and the prospects that were in the office.  The police did tell you not to come back in the office disrupting business.   As far as your lease , it states that you must give a 60 days written notice.  You are responsible for the remaining of the lease. .  There is a reletting fee of 85% of your contract rent amount for termination of the lease.     Again, We apologize for any inconvenience this may have caused.  Please be assured that we are here to help.     Sincerely,     [redacted] Villas De Serenada [redacted] Euless, Texas 76039 [redacted]

Complaint: [redacted]
I am rejecting this response because: the amount that I am being billed for 11-13 to 12-15 is not congruent with the billing statement that was sent. I am being charged $95.48 when the totaled listed on my bill is $87.96.
Regards,
[redacted]

[redacted] San Antonio, Texas 78251   May 25, 2016   Dear Mrs. [redacted],   Per our conversation I am reviewing the service requests that you experienced prior to my involvement with the community on May 1, 2016.  I do understand your frustration regarding maintenance issues during your residency at Villas de la Cascada.  Per the documentation that I have available you moved in initially on January 2, 2015 and signed a renewal on January 2, 2016 for the lease term of January 1, 2016 and ending January 1, 2017. Per the lease agreement there is no provision to terminate the lease prior to the expiration date. However, as a courtesy management has agreed to accept a 60-day written notice to vacate, which is the required notice period per the lease in paragraph #3 on the first page of the lease, and payment of the reletting fee (not to exceed 85% of the monthly rent amount), totaling $701.25. This fee is outlines in paragraph #10 on the first page of the lease. Attached is a copy of the work order that you filed with our office in which you signed as complete. can be found in paragraph #3 and #10 on the first page of the lease agreement. option to buy-out of the lease term. As discussed, I reviewed the maintenance file for your apartment and did not find any written communication from you in regards to maintenance issues in your apartment. I also pulled the maintenance file and did not find any service requests there either. Please provide copies of service requests that would have been left in your apartment at the time service was rendered for review. I am not aware of any other items in need of attention. I look forward to reviewing your records to assist in the resolution of this matter.   Best Regards,     [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas 78216 [redacted]

[redacted] 5, 2016   Dear Ms. [redacted],   First let me apologize for the issues that you have experienced in regards to your move out. As discussed with you earlier your final balance is related to utility expense. Utilities are billed in arrears due to the...

timing of receipt and the timing of the expense appearing on your account. As discussed earlier I have revised the final account statement which is attached for your review. The four day rent prorate was removed as well as the associated utility prorate. Your move in date was 3/6/15. Your utility charges for that period did not reflect on your account until May and June. See attached ledger with highlighted billing dates. The gas, prorated electric charge, and the billing service fee were on your May billing statement. The water, and sewer for the prorated period billing cycle appeared on your June statement. Again this is due to the timing of billing by the utility provider and the timing that it is billed back to you. At the time of move out you had only been billed for utilities for the period of November and December leaving the final billing required for usage during your residency though the move-out date of 2/29/16. No other charges such as cleaning or damages were applied to your account as a courtesy. Photos attached. The deposit amount of $200 was applied to the ending balance leaving an amount due of $74.47. I understand that the timing of the utilities appearing on your account may be confusing as we discussed earlier. Please review the attached for clarification of the dates the utility billing covers and the month that it was billed to you. I encourage you to contact me should you have any further questions about your final balance. As mentioned earlier I remain available to meet with you personally.   Best Regards,   [redacted] Regional Manager

Pictures from the exterminator on Brian Prices apartment not being ready when they went to the unit to treat[redacted]Executive Administrator

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.
    In the matter of Complaint # [redacted], the issue has been resolved to above and beyond my satisfaction. I would like to rescind my complaint or equal to. If you have any question feel free to contact me. thank you
Regards, 
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is no paper trail of any complaints because the office personnel was incompetent and severely lacked customer service. I complained verbally in person and over the phone numerous times and it is not your procedure to give copies of every work order that is written up or placed in the system. The work orders would take anywhere from 3-6 months to be completed and this issue is only one of the many issues that is the cause of my moving out. Other issues have been the customer service and unwillingness from management to help assist tenants and the water constantly being turned off. I understand that the water issue is out of your control but I expect fairness and willingness to compensate for the HUGE inconvenience of everything that has happened. Not having hot water for 3wks and having an electoral shortage for more than 6 months and numerous other issues did occur when your company was in charge which means that those were your employees so instead of fighting me on this, as a manager you should take responsibility for how this property is being ran and at least TRY to salvage the name of the company because I guarantee you that I this point there is nothing good to say and if it's a petition you or the owner need I can definitely get that going.
Also, a water pipe was just busted today yet again. NO WATER.
Regards,
[redacted]

[redacted] San Antonio, Texas 78251   May 25, 2016   Dear Mrs. [redacted],   Per our conversation I am reviewing the service requests that you experienced prior to my involvement with the community on May...

1, 2016.  I do understand your frustration regarding maintenance issues during your residency at Villas de la Cascada.  Per the documentation that I have available you moved in initially on January 2, 2015 and signed a renewal on January 2, 2016 for the lease term of January 1, 2016 and ending January 1, 2017. Per the lease agreement there is no provision to terminate the lease prior to the expiration date. However, as a courtesy management has agreed to accept a 60-day written notice to vacate, which is the required notice period per the lease in paragraph #3 on the first page of the lease, and payment of the reletting fee (not to exceed 85% of the monthly rent amount), totaling $701.25. This fee is outlines in paragraph #10 on the first page of the lease. Attached is a copy of the work order that you filed with our office in which you signed as complete. can be found in paragraph #3 and #10 on the first page of the lease agreement. option to buy-out of the lease term. As discussed, I reviewed the maintenance file for your apartment and did not find any written communication from you in regards to maintenance issues in your apartment. I also pulled the maintenance file and did not find any service requests there either. Please provide copies of service requests that would have been left in your apartment at the time service was rendered for review. I am not aware of any other items in need of attention. I look forward to reviewing your records to assist in the resolution of this matter.   Best Regards,     [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas 78216 [redacted]

[redacted]  [redacted] Castroville , TX  78009
sans-serif;"> Re: Country Villa Apartments May 25, 2016 Dear Mr. [redacted], Thank you so much for bringing this to our attention. I certainly understand the need for the use of the outside water faucet. I have made arrangements for the lock to be removed. This should be completed by 5/27/16. Should you require further assistance please contact me personally. [redacted] Regional Manager United Apartment Group [redacted] San Antonio, Texas 78216 210-492-1570 [redacted]

I live in Houston, TX in The Verandas at Bear Creek recently called Timberledge Apartments. When I asked for a number to corporate reguarding maintenance issuses that they did not fix after over 2 months of me putting in requests they gave me this number (832)-510-4556. I have called several times and left numerous messages to contact me back and never got a response. The ladys name is Lindsey L[redacted] and she says she works for United Apartments Group. I was in my apartment for almost 2 months without A/C and I put in multiple requests to have it fixed. I had my thermostat on 58° and the air blowing out the vents was 90°!! This caused my electric bill to be over $700. When I told the front office about this problem the lady told me "Your air conditioning has nothing to do with your electric bill." When I get my electric bill the main thing it shows me is what I keep air conditioning on and how much electric it is using. Another problem I've had is roaches, since the day I moved in the apartment has been infested with them and they charge me on my bill for exterminating and have only come out 1 time and did not fix the problem! My breaker box sparked one time and could have started my whole closet on fire, when I called and told the front office they sent maintenance out to look at it and told me they didn't see anything wrong with the wiring. I had an actual electrician come out and look at it and he told me that all the wiring in my apartment is messed up and its a serious fire hazard. The light switchs by my front door have never worked but if I mess with them the breaker box will spark. This is an unsafe place to live!! I refuse to pay rent in a place like this that is putting my life at risk because they are too cheap to fix the problems.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
 
Interesting that after I also filled a police report the pool was oppened the next day.
 
Nobody answer their coorporate number, the police never advise me to not come to the office but to call them since you work for the teenants and you cant curse and yell at your customers when they have questions, the police told me to call them whenever I wanted to go back to the office if I have any question, I have the report paper work, I called them as well if you did not see two cars outside.
Since the pool is now open we dont have an issue, I just font wanna pay gor a pool full of whate that you can't use it..

...

                                                                           
September 16, 2014
Re: [redacted]
        #[redacted]
 
[redacted] moved into Avistar on The Hills Apartments
on February 25, 2014.  We were not aware
of any issues in reference to her mailbox until July 9, 2014.  At this time is when [redacted] turned in a work
order that her mailbox would not lock along with her garbage disposal and a/c
leaking.  All of this was completed on
July 12, 2014.  [redacted] did stop by the
office to let us know that her mail was being delivered to her sisters’
apartment (which has the same last name) and that she had not given us
permission to do that.  We advised her
that we were not responsible for delivering the mail.  That is taken care of by the [redacted] and that she would have to go the [redacted] to complain.  On August 6, 2014, I had my assistant call
City Public Service to find out if apartment #[redacted] had electricity turned off in
the month of July.  My maintenance had
reported seeing a red tag on the meter while he was picking up grounds.  CPS did advise us that the power had been
re-connected at this time but had been out from July 8, 2014 and for possibly
more than 2 weeks.   [redacted] did not
report that her refrigerator was not working until August 5, 2014.  She spoke with me about the issue and claimed
to have been telling [redacted]e and emailing her. 
We have no emails from her and [redacted]e states that [redacted] never
stopped her out on property nor did she come to the office to give a written
request.  I immediately went over to her
apartment with my maintenance to check her refrigerator.  There was rotted food in the refrigerator and
dead maggots.  Which I did advise her to
clean.  The refrigerator was brand new
and still under warranty so I advised her that we would call a technician to
check it.  The technician came out on
8/6/14 and saw the rotted food and maggots and voided the warranty.  I also saw the ceiling leaks which were coming
from the a/c copper lines.  These leaks
were completed on August 10, 2014.  As
far as her rent she lived here six months and was late three times.  She began to pay late in May 2014.  She was making partial payments and we were
working with her to try to get her balance cleared up.  We accepted a payment from The Place for Life
Church on her behalf.  At this time she
still owed a significant amount of rent. 
Her mother [redacted] came by the office to speak with me on
or about August 8, 2014 in reference to her daughter [redacted].  ([redacted] is [redacted]
emergency contact.) [redacted] was in tears, advised me that [redacted] had been
arrested and would be incarcerated for a long while and would be removing all
of [redacted] belongings from apartment #[redacted]. 
[redacted] advised me that she was very disappointed that her daughter
had to leave but that she did not have a job to pay her rent.  [redacted] also went on to tell me that [redacted] had told her that she was going to call the news media and our corporate
office and anyone else she had to and was going to lie about telling [redacted]e
about the refrigerator and lie that she had been telling us about all these
issues in her apartment to get money discounted off her rent and the late fees
waived so that she would not have to move out. 
[redacted] told me that she told her daughter that she was not going
to do such a thing.  [redacted] was to
start to clean and remove all the items from apartment #[redacted] on August 13, 2014
and would turn in the keys on August 18, 2014.  
My assistant misunderstood and thought that she was going to turn in the
keys on August 11, 2014.  [redacted]e went
into the apartment on August 11, 2014 to do a lien at this time.  No eviction was filed.  Keys were turned in on August 21, 2014 which
is the date we moved her out of the apartment. 
 
If any further information is needed please contact
me at [redacted]
 
Thank You,
 
[redacted]
Community Manager

I want to file an complaint against the staff Audrey and Jackie and Regional Manager Lindsey L[redacted] of this community for misrepresenting of the apartment complex and withholding information from potential residents and not being able to follow or provide company policies on information that they quote. I was able to provide them written documents to clear my name and credit and they based there decision on not to approve on personal experience and not policy. I ask for these policies in writing and despite that how unprofessional they was on not trying to allow me to explain my timeline because I was told that I was approved with an risk assessment fee of $775 which decreased to $385 and then later not approved by Lindsey the Regional Manager. I have all documents of proof that my name should be cleared if needed.

On July, 18, 2015 Spanish Keys Management received notificationfrom [redacted] in apartment [redacted] his AC was not cooling.   Ourmaintenance representative went to service the unit which is on the roof, theunit was charged with freon and replaced the ac filter.  ...

Beforemaintenance left the unit was cooling.    On July 27, 2015,another call was received the unit was no working properly again.  Our maintenance team checked the unit and needed to order a blower motor,the part was ordered.  On July 28, 2015 the blower motor part came in ourmaintenance team replaced the blower motor.   On August 1, 2015 theresident called reporting the unit was not working properly.  On August 3,2015 our regional maintenance came out and installed a new thermostat.

Complaint: [redacted]
I am rejecting this response because:
I am still waiting on the A/C unit to be repaired. I was told prior to signing the lease that maintenance would still perform the duties of the work order even if I am not in the unit at the time of service. If I am not availiable a copy of what issues was repaired in the unit would be left on my kitchen counter. 
Regards,
[redacted]

Ms. [redacted]’s unit leak was addressed and the property offered a significant concession and transfer to her at the time.  Ms. [redacted] accepted and transferred into the new unit.  We regret that Ms....

[redacted] wasn’t satisfied with our response times but feel that we addressed her complaint as property managers.

Dear [redacted],

12pt;"> 
First I want to start out by introducing myself, my name is [redacted] and I am your new community manager. Thank you for your letter alerting us to the problem you have been having with our property [redacted] Apartments and staff. I am sorry you have been subjected to such a frustrating series of events. We pride ourselves on responding to customers' concerns very quickly, so what you have experienced is not the norm nor the image we are working hard to change.
I have spoken with our area managers and I have been instructed to give you a full month’s rent for January 2017 for your inconvenience.
[redacted] each time ** or [redacted] have attempted to go into your apartment to do the heater repairs they have communicated to me that some of the issues have been a combination of your dogs not being put up for ** or [redacted] to go into apartment. You spoke with [redacted] my assistant manager this past week and she was trying to communicate to you that our maintenance techs get off 5:30pm and possibility needed more day time hours. Some of the other issues were ** repaired your heater and apparently after a day or so it stopped working again. After I was made of aware of the repeated issues I called for another maintenance supervisor on December 14th for a second pair of eyes to help ** get your heater repaired. As of December 15th I have not heard any more complaints from you.
 
As far as the list of items you needed repairs since you moved in, per your Inventory Move In Checklist I didn’t see anything documented on your inventory list. If you would give me a list of items that need repairs please feel free to do so I’ll make sure they get taken care of.
 
As far as the sewer at first it did smell horrible but ** and I purchased some sewer fighting chemicals that kills for any bacteria and smell. ** and I also purchased the temporary pump on November 16, 2016 at 11:04am and ** installed it as temporary fix. We are currently waiting to hear back on one more contractor proposals for the repairs or replacement of the sump pumps. Sometimes these contractors can take up to a month long or longer to get our proposal ready and to our area managers.
 
Also please see attachments: Inventory Move-In Checklist and Open work orders
We wish you and yours an enjoyable holiday season!
Best regards,
[redacted]
Community Manager
[redacted]

October 5, 2016   Dear Mr. [redacted],   I have received your concerns and...

offer the following response to the issues that you have raised:   The chart below represents the information provided from the CPS Energy bills for your apartment.  
Billing Period Days in Cycle Amount Daily Rate
6/4-7/6 33 $289.67 $8.67
7/7-8/3 28 $263.11 $9.27
8/4-9/6 34 $290.43 $8.44
  According to our records the following measures were taken to address your service requests regarding your HVAC:   The air filter was changed and freon was added. A wire was found to be disconnected on 8/10 and was replaced. After additional service requests for the AC were received, a new unit was ordered for your apartment. Upon inspection of the new unit purchased from [redacted], the unit was damaged and could not be installed. At this point maintenance provided a portable AC unit for your use. The new unit arrived and was installed two days later on 8/18.   Shortly after installation the unit was found to be frozen which typically happens when the interior temperature is set below manufacturers recommended settings which causes the freon to freeze on the exterior unit. At that time the unit needed to thaw out in order to perform any other service. The interior coil and blower motor were replaced on 8/19. The interior temperature was tested from the point of entry at the vent and the meter registered 53 degrees.   The CPS bills listed above track within the limits for the season for the type of unit that you reside in. It would be helpful for comparison to view the bills for the same period in 2015 so that we can review and adjust for rate increases imposed by CPS and determine a true variable. Can you provide to assist in this review for consideration?   It is not typical that we would purchase a window unit from a resident as we have portable units on hand. The manager was not aware that this was needed for your apartment as the temp readings were normal when tested at each service request. Did you try to return the window unit within the Return Policy stated on the receipt of 9/30/16?   Please advise if you can provide the CPS bills from the prior year in order for me to review. I would like to assist you in this matter.     Best Regards,     [redacted] Community Manager

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.
Regards,
[redacted]...

[redacted]
 Villas De Serenada are the name of the apartments I applied at . I returned a call from United Group I got voicemail

Complaint: [redacted]
I am rejecting this response because: My response is an attachment with a previous letter I gave them and other reviews that are very similar to mine. Thank you Revdex.com for your continued service to the general public
Regards,[redacted]