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2 months ago
2 months ago
Thank you so much for reach out to us! We do apologize for the inconvenience you have experienced and will address customer service in our next team meeting. After doing some research, we found that the deposit you placed at move in was not reflected in the system when our company took over. We did double check your lease and found that you did have a deposit and we will be revised the deposit accounting yesterday. The charges you incurred were $200 cleaning and $75 pet deodorizer to remove pet odor from the unit. Once we apply your $200 deposit to your account, this will still leave a balance of $75 owed to the property. We have notified *** (******** ****** *******) of the revision and correction. Once you have paid the balance she will then reach out to *** to have the entire amount revised. Again, we apologize again for the inconvenience. Please let me know if there is anything else you need.
3 months ago
Review response templates: now no excuse not to respond to reviews
4 months ago
There were 7 vehicles on property that had not moved since prior snow storm, each of those vehicles were ticketed with a notice to move or be towed. Property staff was preparing for pending winter storm and needed to plow - 5 of the vehicles were moved and the remaining 2 were towed from property per the notice left on the vehicle.
6 months ago
Thank you for the opportunity to respond to this complaint. I will state the facts and show that this complaint is not valid and even frivolous. Mr ****** *******was a resident at Georgetown Square with a roommate, Mr. ****** ********. * On 2/13 both residents had a altercation between themselves were Mr. *******was intoxicated and began to bang on the neighbors door. The neighbor called the police and before they arrived Mr. ********took Mr. *******back to his estranged wife's home and changed the locks to the apartment. *On 2/15 Mr. ********fell and was rushed to the hospital. He never provided a key to the office from his new locks to the apartment. He contacted the office stating what happened and that he would provide a key once he returned back home from the hospital. *Mr. *******called the office in May to see if Mr. ********was still living there because he could not reach him. The property manger informed Mr. *******that she had not heard from Mr. ********since he was hospitalized and the rent had not been paid. *In July Mr. *******arrived to the office and wanted access to the apartment to remove his clothing before the eviction process was completed since the rent had not been paid. However the manager was not able to give him access because Mr. ********never provided a key to his apartment after changing the locks. *At the end of July a friend of Mr. ********gave a spare key to the office stating no date of his return back to the apartment. *The property manager attempted to contact Mr. ******* without success on multiple occasions. *On August 10th, the manager reached Mr. *********wife *****, to inform him there was a key in the office. *A few days later Mr. *******came to the office to picked up a key. *On September 13th the Sheriff completed the eviction process and the locks were changed. *On September 14th *****, Mr. *********wife contacted the office asking for access to the apartment and unfortunately the eviction had been completed. *Mr. ********made arrangements to have important documents removed, photographs and the like and stated that Mr. *******had only clothing in the apartment that belonged to him. *Mr. *******and his wife made many violent threats via phone due to the eviction. *On September 15th Mr. *******and his wife with three other women arrived to the office unannounced threating and making accusations of theft. The manager had to call Lake Wales Police and allowed them to enter the apartment one last time out of courtesy. The women were so unruly that the officer had to trespass all of them from the community. *Rent was never paid since May 2021 and the eviction process did not begin until July and finalized in September 2021. The current unpaid balance is over $6k. *Eviction process were through an attorney and granted by the court. It was executed by a Sheriff. Everything was done according to the law. If further information is needed please do not hesitate to contact us again. Thank you for your time in this matter.
9 months ago
Dear Ms. ****NPMA values each and every resident and we strive in customer service. We as a whole company try to make each resident feel at home and do not want any resident to ever feel uncomfortable or unhappy. I have reviewed your work order request put in with The Summit Apartments, and I am showing 1 work order submitted 6/12/20 for your AC not working, that was repaired on 6/14/20. We are not showing any other work orders that have been submitted since then, if you have reported them and we have not come to make necessary repairs then I sincerely apologize and we will make sure these repairs are taken care of for you ASAP, especially if you have a leak that has not been addressed. As for the complaint about your neighbors, I did review the text message to the property that was submitted and last communication about the neighbors stated that everything had been fine and that was dated 7/28/21, there has not been any more complaints since that date to the office or called into our courtesy officer after hours. When it comes to after hours call for noise complaints, these type of calls falls on our after hours courtesy office to respond or to the local police department, that way we have documentation of when it is called in and if contact had been made, so if you were directed to call the Police department if you were experiencing any type of disturbance during non business hours that would be why. If you did call the courtesy patrol and he did not answer we ask you report that to the manager so we can address that with him to make sure he is receiving calls or if he isn't doing his job that needs address as well. Our manager can not be onsite 24 hours a day, but responds to any issues the next business day. If this issue with your neighbors has not been resolved, we apologize, we have not heard anything since the day of the last conversation was documented in text, so the property manager thought everything had been resolved. Again we want you to be happy and will be glad to resolve any work orders that need completed in your apartment, or complaints, please go into the office and speak with the property manager, submit the work order online via your resident portal or text the office, there are many ways to submit one for your convenience. We as the Management Company sincerely apologize that your stay with us has not been satisfactory, but hopefully we can turn that around for you by hopefully fixing the issues that you are experiencing.
9 months ago
a year ago
a year ago
We regret that the washer leaked in your apartment. We understand your complaint and are sorry for any inconvenience. We contracted a local carpet cleaning company to extract the water and dry the carpet. Unfortunately, drying the carpet out is a process. We understand the terrible inconvenience of running the fans in an apartment but are given no choice as we could not remove the fans until the carpet was dry. The contracted company removed the fans as soon as the carpet was dry and that was on Friday, June 25th. The washer and dryer was replaced on June 28th. We value our employees and honor requested time off when put in in advance. We hate that a staff shortage resulted in slower than normal customer service at Calais as we value and appreciate our residents as well. We would like to thank you for calling Calais Forrest home and hope that you enjoy your home here with us.