ComplaintsforRedwood Living, Inc.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Landlord/tenant dispute after the end of the lease, we have lived in *** ****** *** ********* ** ***** for two years from March 2022 to July 2024. After we moved out, on August 12, we received a claim from redwood for a total of $1613.56. 1. Carpet replacement due to stains, tears or odors requires compensation of $544.64. 2. Two-bathroom countertops damaged require payment of $733.50. We have doubts about this because the damage to the countertops is entirely due to improper decoration and not our use, because the damage of the two countertops is exactly the same, both of them are cracked on the top. If it is our problem, how can we make the damage of the two countertops the same? And when we moved in, it was like this. The reason we did not report it to redwood was that it did not affect normal use, but now redwood wants us to pay for it in full. 3. Unit Cleaning $105 don't know what this is. There are also some minor incidents that require compensation totaling $1,613.56. We would like to get help from the BBB.

  

  Business response

  08/21/2024

  We appreciate the opportunity to address the concerns raised from your move-out experience at Redwood Wadsworth. We take all feedback seriously and strive to maintain transparency and fairness in all our dealings.
  

  Regarding the specific claims:
  Carpet Replacement ($544.64): Upon inspection at the time of move out, we found significant stains, tears, and odors in the carpet that necessitated replacement. We have included photographic evidence documenting the condition of the carpet at move-out.
  Bathroom Countertops ($733.50): The damage to the two bathroom countertops was not reported during residency. Our records show no service requests or complaints regarding these issues. The countertops were in good condition at the start of the lease, as documented in the move-in inspection report. The identical nature of the damage to both countertops suggests it occurred during the residency, and we have included photographic evidence to support this claim.
  Unit Cleaning ($105): The unit was left in a state that required professional cleaning beyond normal wear and tear. Again, we have photographic evidence of the unit’s condition at move-out.
  

  We understand your concerns, however, we believe the charges are justified based on the documented condition of the apartment home at move-out and the lack of prior service requests during the residency.

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********* ***
  
  Your reply does not dispel our doubts. I have also said that I did not report it to you because it did not affect normal use. The photos you provided only show that there are cracks on the countertops but cannot prove how the toilet countertops were caused. We suspect that it was caused by your improper decoration. Our request is to waive compensation for the bathroom countertops. Is it true that carpets cannot be cleaned? From the photos you provided, I did not see any signs of tearing or damage on the carpets.
  
  
   

  

  Business response

  08/29/2024

  We appreciate the opportunity to address your concerns.
  
  Upon reviewing the move-in checklist, which is attached to this complaint, we have confirmed that all items, including the countertops and carpets, were marked in either new or good condition at the time of your move-in. This checklist was mutually agreed upon and signed, indicating the satisfactory condition of the apartment home.
  
  Regarding the countertops, the damages observed are beyond normal wear and tear. The cracks and other issues are consistent with impacts or improper use, which are not covered under normal usage conditions. While we understand your concerns about the photos, they clearly document the current state of the countertops, which significantly deviates from their original condition as noted in the move-in checklist.
  
  As for the carpets, they have been deemed unsanitary due to excessive staining. These stains are beyond what can be addressed through standard cleaning methods. The condition of the carpets poses a health risk to future residents, necessitating their replacement. While there may not be visible tears or damage in the photos, the level of staining and unsanitary condition is evident and unacceptable for new residents.
  
  We understand that you did not report these issues during your tenancy, but the extent of the damages observed upon your move-out inspection requires us to address them to maintain the neighborhood’s standards for future residents.

  Customer response

  09/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ***
  
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 2023 and April 9, 2024 wrong information given to us on both transaction and we are the only one being blamed for this miscommunication.

  

  Business response

  07/22/2024

  Hello ****,
  We are sorry to hear you experienced anything other than our highest standards for customer service. We value your feedback and have taken immediate steps to address your concerns.
  Our records indicate that ****** had taken corrective measures by reversing the skip fee and reducing the buyout fee by 50% on 7/9/24. We trust this action demonstrates our commitment to rectifying the situation.
  We also acknowledge receipt of your payment on July 19. We appreciate your promptness in settling the balance.
  We sincerely hope that these measures have resolved the issue to your satisfaction. Thank you for bringing this matter to our attention and for giving us the opportunity to correct it.

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 31 my wife and I met with ***** to look at units. That day we decided on one unit, informing ***** that we would also want to lease a washer and dryer. My wife went back the following day on June 1 to fill out paperwork. The remainder of the paperwork was filled out the week of June 3. Our move in date was June 13. At that point ***** said he just realized we wanted to lease a washer and dryer. He neglected to put in our request even though he was told on May 31. Nonetheless he put in our request, telling us the washer and dryer would be delivered June 20. On the morning of June 20 my wife texted ***** informing him we would be ready. At 3:40 ***** never returned our text. I walked over to the office and was told by ****** that it would be July 9. That’s 27 days from the date we moved in, but over a month and a half since ***** knew we needed the units. At no point did anyone in the office inform us that the date was moved to July 9 or apologize to me for the egregious error. Plus ****** said she had no way of knowing when a request was submitted. I’m certain if I spoke with the rental company, they would have a date. She said she had options, but would have to look into them and let me know. I’m not confident given their limited history that ********* ******* will hold good to their word of finding options or having the units here by July 9. They are going to charge us for the units, and I want to be compensated for my troubles of finding alternatives to the problem they have caused.

  

  Business response

  06/24/2024

  Dear *** ********

  We apologize for the challenges you’ve faced as a new resident. We recognize the significance of having a functional washer and dryer to ensure a smooth move-in process. We’re pleased to inform you that the set was delivered on June 21. As a token of our appreciation for your patience, the team has decided to waive any charges until July 1. We hope this arrangement meets your satisfaction, and we trust that your experience at ******* ****** ********* ******** will be remarkable.

  Customer response

  06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******  
  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  nature of the dispute: landlord/tenant disputes post lease end we have been living in ******* ********* **** ***** ***** ***** *** ********* ***** ** ****** for 2 years. 4/1/2024 was our last day of stay and we handed over our keys. On 4/26/2024, we received a move-out statement from Redwood claiming a total of $3657.80. (Resident T code in the move-out statement: *********  Several items stand out: 1. Carpet Replacement: All carpet/padding: Replacement due to stains, tears and/or odor - $676.02 2. Plank Repair: All Planking: Replacement due to stains, tears and/or odor - $2239.51 3. Stove/Oven Replacement: Beyond Normal Wear and Tear - $500 Since we have been taking very good care of our house, cleaning up the wooden foor and carpet very regularly. We don't think these items are fair at all. Yes, there are minor scratches on the floor due to normal everyday usage, but these was never significant damage to the wooden floor. These is absolutely no reason to replace all planking. Minor fix will be enough to cover it. Same for the carpets, we keep them clean all the time. What we suspect is: Those planking and carpet has reached their end of normal lifecycle and Redwood has to replace them. But instead of paying for them by themselves, they are trying to charge us for it. This is ridiculous. We also don't understand the Stove/Oven replacement. Before we handed over the key, we did not do our final cleanup on the stove. But it is definitely cleanable with no need for replacement. During our whole stay in the apartment, we didn't use the oven more than 5 times. All in all, we find these charges totally unfair, and we are seeking help from BBB to help us resolve it. We tried to contact the business about the charges for a fair resoltion and sent an email to the designated email redwoodcares@byredwood.com, but 4 days have passed and we still haven't got a reply. We think the business may deploy debt collector for the statement soon if we dont act.

  

  Business response

  05/08/2024

  We regret to learn that your move-out experience did not meet your expectations. Upon reviewing your move-out statement and the accompanying photos of your home post-vacancy, we have concluded that the charges are valid and payable to Redwood Commerce Township. Our aim is to offer a superior, quality apartment home to all our residents. These charges will contribute to ensuring that the subsequent resident enjoys an exceptional living experience. Should you have any additional queries, we encourage you to contact the Neighborhood Manager for support. Thank you.

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thanks for providing the post-vacancy photos. Unfortunately, we fail to see the correlation between these photos and our concerns. Reminder: our two biggest concerns are the charges for full planking replacement, and full carpet replacement. Out of the sixteen photos provided by your side, only the kitchen floor photo, the primary bedroom carpet, and the vent photos are related to these concerns. 
  
  Since you gave no explanation to the photos provided, we suppose the kitchen floor photo and the vent photo are related to "planking damage"? For the kitchen floor photo, we can see some spilled over cat food on the ground. And the condition of the vent floor is exactly the same as when we moved in. We hardly used the vent floor in our everyday life. We fail to see these so-called "damages" can result in FULL PLANKING REPLACEMENT.
  
  And we suppose the primary bedroom carpet photo is related to "carpet damage"? What you are showing is totally cleanable stain in a corner. We understand that we should have cleaned it but we don't see a total carpet replacement is needed for THIS room. How about the carpet in the clothing room and the guest room? Where are the photos for those? Why are the carpets in those rooms need to be replaced? We still dont see how these so-called "damages" can result in FULL CARPET REPLACEMENT.
  
  These photos do not address our concerns. On the contrary, they prove our concerns are valid that these charged are totally unfair. It would be great if Redwood can provide their thought process instead of just throwing photos onto our face without any explanation.

  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business response

  05/17/2024

  With regard to your rejection due to lack of photographic evidence, management has decided to waive the replacement costs for the flooring, carpet and stove. We hope you find this reolution satisfactory. A member of the Redwood Commerce Township team will reach out to confirm the remaining charges with you. Thank you.

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I am ok with the response from the business, but days have passed and I still haven't receive any communication from the Redwood Commerce Township team, either on the phone or from mail. I don't want the case to just close like this.
  
  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business response

  05/28/2024

  We are pleased to inform you that we’ve confirmed with our corporate lease administrator that your new statement was mailed on May 17, 2024 to the following address:

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

  In addition to this, we have taken the initiative to request a digital copy of the statement for your convenience, which the Neighborhood Manager will email today. Should you have any further questions or need assistance, please don’t hesitate to reach out to the neighborhood team.

  Customer response

  05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have received the mail statement a couple of days ago.

  In the previous response, the business stated that "With regard to your rejection due to lack of photographic evidence, management has decided to waive the replacement costs for the flooring, carpet and stove."

  However, that's not consistent with the new move-out statement I received (attached). In fact, the biggest and most important item of the statement still remains on the list (All Planking: Replacement due to stains, tears, and/or odor: $2239.51). I think it may be an honest mistake. But if it's not, I request further evidence to support this claim. As I mentioned in previous responses, the photos the business provided for the planking do not support this claim. On the contrary, they show the claim is not fair at all.

  Regards,
  
  ****** ***
  
  
  
  
   

  

  Business response

  06/03/2024

  We apologize for the confusion. The statement has been updated and a refund check will be mailed to you this week. You should have already received a digital copy of the revised statement via email today. We hope we've provided a satisfactory resolution. Thank you.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Latest NOTICE OF ENTRY spanned three calendar days (4/3 to 4/5) from 10A to 4P. This was for "planned maintenance", although residents were only given roughly a week's notice. This created a problem for me as I work 12 hour night shifts at a local hospital. When I contacted the property manager (after 4 tries) to attempt to ascertain an approximate time of entry, I was told that "no exceptions would be made". Please note that I did not request an exemption but merely a rough estimate on time, as I have a dog that would bark at anyone entering my domicile, thus waking me up. Three straight days breaches what I believe to be "reasonable", and under the circumstances: borders on harassment. Also, trying to reach the corporate office to have a rational discussion with someone in upper management is a joke as the voice recognition system DOES NOT WORK, and they have yet to respond to my voicemail.

  

  Business response

  04/05/2024

  *******,

  We sincerely apologize for any inconvenience you experienced during the recent scheduled maintenance. While we regret that we were unable to return your phone call within the requested one-hour time frame, we promptly reached out to you at our earliest availability and left a detailed message. Unfortunately, we have not yet received a response.

  At Redwood, we prioritize transparency and effective communication. We provide ample notice in advance of filter changes, utilizing both email notifications and hand-delivered communications. Our commitment to proactive communication ensures that residents are well-informed about upcoming maintenance activities.

  We understand that accommodating individual schedules can be challenging, especially given the nature of our work. Despite these constraints, we strive to minimize disruptions. During your phone call with the Neighborhood Manager, we estimated the entry time based on your home’s location, and we proceeded accordingly to complete the necessary work.

  Your cooperation and understanding in facilitating preventative maintenance are greatly appreciated. We value your feedback and remain committed to enhancing our services. Should you have any further concerns or questions, please do not hesitate to reach out.

  Thank you for being a valued member of Redwood Findlay.

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is absolutely no reason why a "planned" maintenance event cannot be posted somewhere, The filters are a planned quarterly event? There are a hundred different options on getting these timeframes to your residents. I would suggest the option to self schedule during a larger ranges of dates on your portal. (Just so they are done 3 months apart). I would point out that there were more issues than just mine with this last round of filter changes. As later communication indicated that several of the units had HVAC units that were inaccessible due to items being left in front of the access doors. This issue could have been addressed in real time if the resident were home at the time the work/inspection. Use of technology may not only make the experience less intrusive to your residents but may also save staff time and frustration as well. 

  Your approach to management needs to be more geared towards serving the paying resident and less towards what is the easiest for the employees and vendors. Excellent customer service is often what makes people choose one company over another. They tend to vote with their dollars and endorse businesses that best serve their needs. It really shouldn't need to be said.
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have lived at Redwood for 22 months. Before signing my 24 month lease I specifically asked Lanie what the renewal would be. She specifically told me 3%. Otherwise I would not have signed the lease. Now I was given a document on Feb 14th and had 14 days to renew. This is not enough time to find another place to live, make moving arrangements etc. my average monthly rent including pet fee and water etc. does not include electricity and gas is currently approximately 1,950.00. Now the increase is 2010 which does not include pet deposit water fee and curbside refuse. With those included it should be approximately 229.00 more a month. I asked for a redwood higher up I can talk to and was not given one.

  

  Business response

  02/26/2024

  Ms. ********,

  Thank you for taking the time to share your feedback regarding your lease renewal and subsequent increase. We understand that your Neighborhood Manager has reached out to you in an effort to answer any further questions you may have. Our rates are in line with the current competitive market, and we believe our pricing standards reflect the quality of our apartment homes and the remarkable service we provide our residents. If you and your site team are unable to resolve your concerns, you may reach out to ************************** for further assistance.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/5/23 I submitted to the leasing office a 60-day notice to vacate my address a* **** *** ******** *** ** **** * ***** ******* **** *****. I was advised that there would be a $3,000 early termination fee along with paperwork that I would need to complete. I signed and returned all forms necessary. I went to pay the early termination fee on 2/8 and my account and been assessed an almost $600 skip fee, which should not be taking place. I attempted to contact Redwood corporate on 2/8 to no avail. Nobody has contacted me to date.

  

  Business response

  02/22/2024

  Hello *****,
  We're sorry to hear your experience at ******* ***** ****** did not meet your expectations. We understand that you have spoken to both our regional manager and your former neighborhood manager regarding your account standings. The skip status was reversed and the charges have been removed from your account. We hope you find this to be an acceptable solution. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I, *** **** ****** moved into Redwood Apartment Neighborhood; also known as Redwood Living on September 28, 2023. I had a difficulty with the neighborhood manager, ****** *********, ie, unprofessionalism speaking about me in front of other people, arguing with me, telling me bits and pieces of pertinent information needed to submit everything at once while applying for residency; just to name a few. I had to go to her office 3 different times; 40 miles one way, 240 miles.Since my move in, she badgered my guests almost as soon as they got out of their vehicle, which was parked, just in front of my driveway. I have made every effort to avoid her because stress and disrespect is not what I need! The most recent issue has my nerves frazzled! On 12/13/23 she emailed me telling me to take down my camera from the garage door. On 12/ 19/23, she sent me another email regarding the camera referring to lease violation. I checked my lease. There is nothing in my lease pertaining to cameras. Dec 27,2023 she sticks a letter in my door, regarding the camera. My neighbors car was stolen out of their driveway on November 10, 2023. If I had had the camera up prior to that date, the car thief could have been caught on camera. I am a single senior and need to feel safe at all times at any cost. The cameras help me to feel safer. As I say, there is absolutely nothing in my lease stating anything about cameras. I attempted to inform the main office. The office sent the complaint to her and she called me. She stated that whatever issues are going on the company would inform her, and I would have to deal with her directly.Therefore, I would like for Mr. ******* *********, who is the founder, CEO and executive chairman of Redwood Living. To be informed . I would like this taken care of taken as soon as possible. Please tell me what my next step should be. I should not be harassed, nor evicted because I have cameras up for security. This is 2023. I need to be safe!

  

  Business response

  01/05/2024

  *** *******
  
  Thank you for taking the time to share your feedback about your experience at Redwood Charlotte Harris Houston Road. We’re sorry to hear your living experience isn’t meeting your expectations.
  
  With regards to your guests parking in the street in front of your apartment home, street parking is strictly prohibited in your neighborhood, as per your lease agreement.
  
  10. All vehicles are to be parked within marked spaces only, and no parking shall be permitted in access ways or in any area that would prohibit or impede the free flow of traffic throughout the neighborhood. Parking is not permitted in any areas designated “No Parking” or on the lawns, walks, curbs, stoops or patios of the Apartment, the neighborhood or any of the common areas.
  
  Unfortunately, security cameras of the sort you have installed are also a violation of your signed lease agreement. You may install a Ring doorbell, but nothing else may be permanently affixed to the exterior of your home.
  
  III. Maintenance, Repairs and Alterations 1. No screws, anchors or plastic mollies may be placed in the walls, woodwork or any part of the Apartment. 2. The Tenant shall make no alterations or improvements to the interior or exterior of the Apartment without written permission from Landlord, including, but not limited to, affixing, hanging or displaying lights or decorations, cameras, or satellite hardware to/on the exterior of the Apartment. The foregoing does not apply to smart doorbells that have a camera (e.g. Ring and similar).
  
  We strive to provide a comfortable and peaceful living experience for all of our residents and we hope that you will find these rules are in place for these reasons. We've shared your concerns with management and will reach out to you shortly.

  Customer response

  01/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  I was unaware of the email dated Jan 5, 2024, until today when I saw the one that I am responding to, dated January 19, 2024.
  
  NO, I AM NOT SATISFIED! This is 2024 and crime is escalating daily.  I need to feel safe. 
  There is nothing written in my lease about cameras.  I do not have anything permanently fixed.  Safety should be a concern.  I am not comfortable nor do I feel safe. 
  
  On October 31, 2023, the garage door opened and shut 3 times without any assistance from me or the openers in my possession. Dogs are constantly running loose in my backyard without any owner or leash attached. November 10, 2023, the neighbor's car was stolen out of their driveway. On January 6, 2024, at 8:07 am I found my garage door open and it had been for a while because rain was in the garage.  I have no idea how this happened.  
  Yesterday, I thought someone was trying to break in when I heard a noise, and when I  looked out the garage door and saw a man on a ladder.  Management should have informed me that someone would be working on the garage door.  They did not
  So safety is a concern for me.

  

  Business response

  01/26/2024

  ** *******

  We understand that feeling secure in your home is of utmost importance. However, the lease does state that you may not affix anything to the exterior of your home, with the exception of the camera at your front door, which is allowed.

  "The Tenant shall make no alterations or improvements to the interior or exterior of the Apartment without written permission from Landlord, including, but not limited to, affixing, hanging or displaying lights or decorations, cameras, or satellite hardware to/on the exterior of the Apartment. The foregoing does not apply to smart doorbells that have a camera (e.g. Ring and similar)."

  Regarding the garage door opening on its own, our service team does not have any record of you reporting this issue in the past. Please submit a service request ASAP so that our team can address this immediately. 

   

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Each unit has a floating floor; recently the flooring has been dc’d. My office is set up in the den; it's listed as a den on the floor plan. I bought polyurethane wheels for my office chair to protect the floors, but I've put my foot through the floor in my den twice now. Aug being the second time. The floor guy came out & was going to pull a piece of flooring out of my bathroom to replace the bad board & then replace the bathroom floor w/ new, but none of the boards were long enough...so he GLUED it. He said there's only a few options (A) replace the whole floor in my den, but there will be a strip across the middle of my floor where the 2 different types of flooring in my living room & den meet (B) get RC to replace all the flooring so it matches (C) put down a mat/rug to cover up the hole. Shortly after he left, the glue gave way & the hole was back & bigger. Last week I was told that ****** ****** **** **** said they would not be repairing my floor because I refused a maint request & that I never put a mat down, which has made the floor worse. I should not be blamed for a hole from normal wear/tear because they've ignored me since this happened. For ****** to say I refused a maint request is an absolute lie! That it's my fault the floor is worse because I never put a mat down like they told me to. NO ONE ever told me to; it was an option the floor guy gave. I’ve been waiting on a response from ****** for months on what their plan is because the floor still needs repaired; you can't just cover up the problem. If I moved, they would have to repair the floor before someone new moved in. The floor guy told me that anywhere 2 boards come together, if you walk/sit/stand enough, eventually that lip will break and the floor will cave, so it could happen where my couch is, my counter stools, my kitchen table & chairs, and even my walking path from the patio to the front door. I shouldn't need to put mats all over my house. I am not the only one w/ this flooring issue.

  

  Business response

  12/22/2023

  *********,

  We understand your concern with the damage your office chair is doing to the floor in your flexible space. Our documentation shows that on October 11, 2022, and again on October 19, 2023, the onsite service technician, as well as a representative from Sherwin-Williams, recommended a protective mat, as the frequent stress on the floor continues to damage the planking. On October 25, 2023, the regional manager, et al, personally inspected the floor and concluded that replacement of the floor cannot be made without cooperation on your part. Our team is working on potential options for a flooring repair with the possibility of additional cost to you, conditionally based on adding a protective mat from this point forward. 
  
  We hope you find this solution beneficial for both parties. Please reach out to your neighborhood manager with your decision.

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was not my office chair that caused the damage to the floor; I bought rubber wheels made specifically for hard floors. On 10/11/23 they came in & took a look at my floor. No one said at anytime that a mat needed placed down. They only said they’d be back to fix it. On 10/19/23 when the flooring person came to repair the floor, they were unable to. The flooring person told me that the slab was not poured evenly, and that it WASN’T my chair that caused the damage. He told me anywhere the two pieces come together could cave when walked on enough; that I could put a rug down to COVER the hole…not that I “should” put a mat down to prevent further damage. He tried repairing it with glue! The regional manager that inspected my floor did NOT give me a conclusion while here. I was told that I would be notified of how Redwood would proceed. I was told mid-December that Redwood would NOT be repairing my floor.

  
  There are other units with flooring damage, as well as the rental office. Based on my conversation with the floor people, this is most likely why this flooring has been discontinued.
  
  Regards,
  
  ********* ********
  
  
  
  
   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called the manager of Redwood In Wadsworth and asked for 1 Extra Day to hand in our keys as we had cleaned top to bottom and just needed a Hole fixed nicely. Sharon the manager took our call an gave us the 1 day telling us that the Other Tenant was not moving into the 22nd, Happy we got the extra day , than were Told that ****** is no longer the Manager and that we would be charged the Extra Day by the New Manager . This was a second go with Redwood , why do they have to make it so UGLY , the new manager name is Lexie , super young and no Class. its not the Extra Money that is so demeaning its that we deserved better for our second Run with Redwood. We were told that we would have a pond view , instead we had a view of a dried up pit. We never complained.

  

  Business response

  11/16/2023

  Coal - We always want our residents to have a great experience and it looks like that didn’t happen this time. We do appreciate your residency at Redwood Wadsworth and previously at Redwood North Ridgeville Bagley Road.
  

  If we are understanding correctly, you are requesting a refund for the one extra day you were in your apartment home. We're sorry you misunderstood that when our previous manager allowed you to stay one extra day, it would come with a charge. Regardless of the misunderstanding, any resident who stays beyond their expected move out date will be charged per day that they are in the home. We abide by Fair Housing laws which necessitates all residents receive the same treatment for moving out.
  

  Regarding your comments about our onsite team, we will not tolerate disparaging comments toward our staff, past or present. Our team is required to follow policy when it comes to move outs, charges, and other procedures relating to your residency. 

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  We were done early with the Cleaning and Ready to hand in the keys , there was no manager to give them to,   We also asked to have a small hole repaired and offered to pay the fee , thus being 1 day late moving out because the New Manager LEXI , just kept saying over and over 

  that whatever that other manager told you was irrellavant, :  So it does not take a Rocket Scientis to understand that everything that went wrong was becase the other Manager Was LET GO !      and we got the butt end of her leaving.     IT was not about the $76 but the way we were treated so poorly .

  You keep your $76.  but no that the end was a MISERABLE eperience for us and were never coming back. 

  
  Regards,
  
  **** *******
  
  
  
  
   

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