ComplaintsforThe Vineyards at Valley View

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented my apartment for almost 3 years. I had submitted proper documentation reqyuested for my 2 emotional support animals.In Jan 2023, I submitted a service request about my carpet that had begun to lift up in the corner between the hallway and bathroom. I explained the carpet was lifting and my dog had begun to lift it further. The office told me to call the company they work with, and when I asked if I would be charged was told "we will take care of it." When the carpet repair company came, I asked again if I would be charged and they said no they would bill the office. In Feb 2023 I submitted my move out notice. I spoke to the apartment manager **** and she told me I'd be billed for the carpet repair as it was solely pet damage. I told her that the carpet began to lift on its own, then the dog began to lift it further. I had asked about being billed prior to the company coming and that I should have been notified at the time that I would be billed. Fara did not know the repair cost. When I moved in March 2023, I cleaned the apartment: vacuumed, mopped, cleaned out the fridge/freezer, deep cleaned the bathroom and swept the patio. April 3rd I received an Account Settlement letter billing me $295 for the carpet repair and a $215 heavy cleaning fee, so my deposit was taken and I was being charged an additional $233.66. I sent an email to the leasing office to dispute the charges and left 2 messages. I didn't receive a response, so I filed a dispute form.I received an email from **** stating that the cleaning guidelines were in the acknowledgement packet that was mailed to me (and I never received). There wasn't an explanation for the heavy cleaning fee. She also stated I never told the office about my pets and I was responsible for my pet damages to the carpet.I want the apartment complex to explain why the heavy cleaning fee was assessed, and I dispute the carpet repair charge as I never receievd a quote nor signed an authorization to be billed.

  Business response

  04/27/2023

  The property manager reviewed the move out photos to discuss the cleaning and carpet repair charges with the previous resident.  The property manager found items such as stove top, inside oven, inside of ************* still needed a  cleaning service. The damaged blinds were not charged.  The carpet vendor should have provided an estimate before completing the carpet repair, but completed the repair on the initial visit thinking it was a hazard. Management reversed the carpet repair and reduced the cleaning charge.  The charge reversals were agreeable between management and the previous resident. A refund is being processed by our accounting office and will be mailed.   

  Kind Regards,

  **************

  Property Manager

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