Complaints

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• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few weeks ago I filed a maintenance request for mold and a leak. Mold was fixed, the leak was not. I assumed it was fixed because it did not rain for a week. March 6th came around and my apartment flooded. My whole dining room, closets, and quarter of the bedroom. The carpet was absolutely flooded. They said they would replace the carpet and fix the problem. Thursday came around and they put 1 fan in the house to dry the carpet crating intense humidity and an EXTREME smell of mold. Friday March 8th came and I went to the office telling them the apartment was completely unlivable. We tried to sleep and open windows, but the smell was insanely strong. The smell was so intense I was sure if we stayed in the unit, the smell would make us sick. I explained that to them on friday March 8th and their solution was open a window so I had to vacate the unit because the carpet was soaked and the smell of mold was so bad that we would be risking our health. It has now been a week and there have been countless lies put forth from the apartment complex, telling me that the smell was because I left the stove on when I have not used to stove for 3+ weeks and there is a distinct smell between mold and gas. They emailed me a photo of my oven turned on which I am 100% sure they turned the oven on, took the photo and emailed it to me. It is now March 14th and they are claiming they will NOT replace the carpet in my unit. The unit, to this day STILL reeks of mildew and mold. I am just asking that they fix this problem, and stop giving me the run around and emailing me strait lies. I have been staying at a hotel since last friday and now I am unsure how Im going to go back to the apartment now that they are not fixing the problem, and not replacing the carpet.

  Business Response

  Date: 03/25/2024

  Good morning,

  Please see below correspondence with resident.

  Thank you,

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

  Levittown Trace Apartment Homes

  phone ************

  fax     ************

  *********

  

   

   

   

  From: Levittown Trace2 <****************************************************************>
  Sent: Wednesday, March 20, 2024 1:28 PM
  To: *************************** <*********************************************>
  Cc: LevittownGroup <*****************************************>; Levittown Trace5 <****************************************************************>
  Subject: RE: L9 leak> Service Request #*****: WORK DONE

   

  3rd request: Please advise when carpet techs may enter to Re-Seam the dining room carpet

   

   

  From: Levittown Trace2 <****************************************************************>
  Sent: Monday, March 18, 2024 12:52 PM
  To: *************************** <*********************************************>
  Cc: LevittownGroup <*****************************************>; Levittown Trace5 <****************************************************************>
  Subject: RE: L9 leak> Service Request #*****: WORK DONE

   

  *****-1 WORK DONE

  As discussed, repairs to your unit were completed on Thursday 3/14/24 .

  Please remove or wash/dry your affected linens and items.

  Again,

  Please advise when carpet techs may enter to Re-Seam the cut that had to be made, as your items were in the way to properly place the drying fan.

   

   

  From: Levittown Trace2
  Sent: Thursday, March 14, 2024 2:05 PM
  To: *************************** <*********************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: RE: L9 leak> Service Request #*****

   

  Good day, Please advise when we can have the contractors enter to perform the carpet re-seam

   

  03/06/2024 06:09 PM Work order submitted.

  On Wed, March 06, 2024 at 06:38 PM: Tenant did not answer door.

   

  On Thu, March 07 at 12:11 PM: Our tech extracted water and placed fan

   

   On Fri, March 08 at 12:42 PM Technicians fixed outside bedroom window and repaired gutter

   

  On Friday the 8^th When you were in the office , we requested you remove the items from dining room, linen closet and open windows for circulation.

  We were unable to complete the water extraction because the closet was full of wet linens , the wet purple rug and items left in the dining room.

   

  On Tuesday, March 12, 2024 9:39 AM you emailed Everything should be moved out of the way.

  This was 7 days after you reported the incident. Im sorry but we could not treat the area because the linens in the closet and purple rug were saturated, and items were in the way.

   

  Wed, March 13, 2024 at 04:25 :  Tech cut out and replaced walls in closet

  Today 3/14/24 Tech Sanded and second coat of spackle.

   

  The technicians repairs will be completed today 3/14/24.

   

  However, we need to have the carpet re-seamed where it had to be cut to place the fan because the items were in the way.

  Please advise when we can have the contractors enter to perform the carpet re-seam.

  Thank you,

  ****

   

   

   

  From: *************************** <*********************************************>
  Sent: Thursday, March 14, 2024 10:45 AM
  To: Levittown Trace2 <****************************************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: Re: L9 leak> Service Request #*****

   

  Ok, is there an eta on when this will be completed? 

   

  On Wed, Mar 13, 2024 at 3:39 PM Levittown Trace2 <****************************************************************> wrote:

  Good day, I will discuss with my regional manager when she returns to the office tomorrow and advise.

  In the meantime, please contact your renters insurance company as we do not offer rental credits. Thank you

  From: *************************** <*********************************************> Sent: Wednesday, March 13, 2024 12:52 PMTo: Levittown Trace2 <****************************************************************>
  Cc: LevittownGroup <*****************************************>Subject: Re: L9 leak> Service Request #*****

  Good Afternoon, I was just looking to see why there was no progress made yesterday? I went to check on the apartment and the carpet still was not taken out and also the smell was still prominent. There was improvement, but it still smells like mildew. I will not be coming back until there is no smell of mold and mildew at all. Also, there is a distinct smell between gas, and mildew. I dont know who is trying to play me as a fool but that photo is ridiculous. I have not used the oven at all in weeks. We would have smelled that. People have supposedly been in and out of the apartment so Id be inclined to say that it 100% was not us who turned the stove on.  If this problem is not fixed by today I would like 300$ off of my rent for next month and if it is not fixed by Friday, I would like 400$ off of my rent for next month. At that point, by Friday, we would have been out of an apartment for a week. Having those fans on all day and night for the past 7 days will definitely also have an impact on my electric bill. Our apartment is inhabitable because of the mold smell and the additional mold that was found in the other small closet next to the bathroom. I will not be in the apartment until the smell of mold is COMPLETELY eradicated from our unit. If the problem is not fixed by Friday, we will then have to take the next step in this process.I have not been late on rent one time. I absolutely love living in these apartments. It is extremely inconvenient for me and my boyfriend having to stay at a hotel, considering the closest hotel is 20 extra minutes away from our jobs. I really dont want any issues. This is a simple fix and all I want is for this to be fixed in a timely manner. PLEASE keep me updated on this process. Attached is the mold I found in the closet. Thank you.

  From: *************************** <*********************************************>
  Sent: Tuesday, March 12, 2024 9:39 AM
  To: Levittown Trace2 <****************************************************************>
  Subject: Re: L9 leak> Service Request #*****

   Everything should be moved out of the way. 

   

  On Mon, Mar 11, 2024 at 2:13 PM Levittown Trace2 <****************************************************************> wrote:

  Hi Evita,

  I understand the unit is still wet, my 3 supervisors visited the unit today.

  My regional manager took a photo of the k*** that was on the stove while she was out there, please see attached.

  She also advised the purple carpet is soaked and should be disposed of.

  Our tech ***** was out today. He treated the carpet with mold inhibitor and ran the carpet extractor/shampooer again today, so you should notice an improvement today.

  Please let us know once you have removed the items and we will have the tech come back.

  Thank you,

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

  Levittown Trace Apartment Homes

  phone ************

  fax     ************

  *********

  

   

   

   

  From: *************************** <*********************************************>
  Sent: Monday, March 11, 2024 1:31 PM
  To: Levittown Trace2 <****************************************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: Re: L9 leak> Service Request #*****

   

  ****, 

  Yes, I will get to the apartment after work today. Unfortunately I cant leave early today but I will take all necessary items out. 

  In regard to the smell, there were NO k**** left on the stove. We havent used the stove in a few weeks, so it would not make sense at all for any k*** to be on. 

  Im not sure if you can walk into the unit your self but it is clear that the smell is of mold and mildew. Gas does not smell like that at all. And the smell of mold and mildew didnt start until they put the fans under the carpet. Which would make sense because the fan was blowing all of the smell around the house. 

  For the record though, the k*** was not on. We would have recognized that weeks ago if that was the case. 

   

   

  On Mon, Mar 11, 2024 at 11:55 AM Levittown Trace2 <****************************************************************> wrote:

  Hello Evita,

  My supervisor also informed me the purple rug and the items underneath the table must also be removed as soon as possible.

  Thank you,

  ****

   

   

  From: Levittown Trace2 <****************************************************************>
  Sent: Monday, March 11, 2024 11:35 AM
  To: *************************** <*********************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: RE: L9 leak> Service Request #*****

   

  Good morning Evita,

  Our maintenance supervisors were just at your unit. They said the bad smell was gas as one of the k**** on your stove was on.

  When you were in on Friday I had asked you to remove the items from the linen closet so the tech could run the carpet extractor.

  My supervisor advised me the items are still in the closet.

  Can you please remove the items from the linen closet and the dining room floor please?

  Then the technician can do a thorough treatment.

  Please let us know once that is completed.

  Thank you very much,

  ****

   

   

  From: Levittown Trace2
  Sent: Monday, March 11, 2024 10:59 AM
  To: *************************** <*********************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: RE: L9 leak> Service Request #*****

   

  Good morning Evita,

  I will reach out to the technician now.

  Did your unit get wet again?

  Thank you,

  ****

   

   

  From: *************************** <*********************************************>
  Sent: Monday, March 11, 2024 10:52 AM
  To: Levittown Trace2 <****************************************************************>
  Cc: LevittownGroup <*****************************************>
  Subject: Re: L9 leak> Service Request #*****

   

  Good Morning,

  Just to make you aware, when I got home on friday the smell was actually worse than before. Also the second fan they put in was facing towards the bed so we could not be there over the weekend. Im not sure if you have been inside the unit but as of yesterday 3/10 it is still completely unlivable. The smell is so rancid and honestly I dont want to get sick. 

  I was under the impression that you guys will possibly be cutting the carpet out today. Please let me know if this will be delayed. Also, please reach out to me if you need me to move anything additional, etc. 

  Thank you. 

   

  On Fri, Mar 8, 2024 at 3:28 PM Levittown Trace2 <****************************************************************> wrote:

  Good afternoon Evita,

  We had techs over today and they are there now. They made repairs to the outside of the building and they are on the roof repairing the gutters.

  We also tech ***** heading to your unit now with the extractor/carpet cleaner to treat the carpet. Procedure is to wait until the carpet dries, but we are having him treat it today because of your concerns.

  Let me know if you need any further information at this time.

  Thank you very much

   

  Thank you,

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

  Levittown Trace Apartment Homes

  phone ************

  fax     ************

  *********

  

   

   

   

  From: *************************** <*********************************************>
  Sent: Friday, March 8, 2024 10:20 AM
  To: Levittown Trace2 <****************************************************************>
  Subject: L9 leak

   

  Good Morning,

  Attached should be a video of how the floor was on Wednesday night. It includes the closet area/hallway and the bedroom. 

  Since the smell of mold and mildew is extremely bad, if it is worse and or the same when I get home today I will most likely be staying somewhere else for the weekend. Only because I dont want to be inhaling that for the entire weekend. 

  Please feel free to reach out if you have any other questions.

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

   

  Thank you!