American Heritage Property Management

January 12, 2017Dear [redacted] I wish to take this opportunity to respond to allegations made about American Heritage Property Management as represented in a complaint to the Revdex.com - ID [redacted] .The complainant did in fact move into the property on or about December 1, A maintenance call was placed to us regarding a leaking hot water heater(The hot water was still producing hot water and at no time was the complainant without hot water)We received this request on December 5, [redacted] was given the request to make the repairThey completed the repair December 9, Given the extremely frigid weather experienced during December and the numerous no heat/frozen pipe calls, We believe the response time by [redacted] was acceptable considering the non-emergency nature of the claimant's maintenance request,The Claimant also contacted us after hours on December 8, 2016, regarding a small fire that occurred when the oven/range was usedThe claimant did not follow emergency after hour's procedures and left a voice mail on our regular voice mail lineWe have a dedicated process for after-hours emergencies which the claimant failed to followThis resulted in American Heritage Property Management not receiving the call until the following morning - December 9, [redacted] were called and the repair was scheduledThe claimant indicated they needed to be present for any vendors as they have two dogs; one of which is a Pit Bull [redacted] replaced the damaged electric cord and the oven/range was operational December 14, Again, we do not feel that this is an excessive amount of time for the repair to be made.The claimant also stated in the complaint that the property was not inspected prior to their occupancyThe property manager did a walk through of the property as is customary and when the lease was signed with the claimant they were provided with a Unit Check List (copy attached) With instruction to complete the form and return it to us within daysAs of the date of this letter the Check List has not been returned to us by the claimant.The claimant further alleges that they were not aware that they were responsible for the trash billingThe claimants received a copy of the lease prior to the lease signing and signed the lease (copy attached) without voicing any opposition to the trash billing issueThe claimant has subsequently paid the trash billing and is current with all their financial obligationsThe claimant has never provided us with a written statement of their grievances and there has been no correspondence or contact from them regarding the allegations stated in their complaint since December 12, 2016.We feel that American Heritage Property Management acted properly and within industry standards in dealing with the allegations stated in the complaint.If you have any questions or comments, please do not hesitate to contact me.Sincerely,Richard ** G [redacted] President/CEO

April 10, 2017Dear [redacted] :I am in receipt of a complaint against American Heritage Property Management dated March 24, 2017-ID [redacted] .I have been out of the office the last week and have not had time to review the allegations and respond to youI will make this a priority to do the required research and present a formal response to these allegations and have it in your possession no later than noon this Friday, April 14, 2017.Should you have any questions or comments please do not hesitate to contact meSincerely,Richard *G [redacted] President/CEO

Please see attached response

March 17, 2016To whom it may concern:This letter is in response to the complaint from your agency regarding *** * ***, ID ***.*** *** is stating that she found some issues when she took possession of the rentalDuring the showing of the rental I pointed out what would be done before
she took possessionThe carpets were scheduled to be professionally cleaned, a repair to the door frame would be made or replaced if required, cleaning and sanitizing the unit and any touch up painting would be doneShe never mentioned anything about an issue with the fence at the propertyShe was very excited to move into her first apartment.During the lease signing I provided her with a moinspection for II and a maintenance request form and explained if she found any additional issues as she was unpacking to write them on the forms and provide it to us within daysOnce we received the MoInspection report if there were any items which required attention I would send our contractor to make the repairs accordinglyI never stated her issues would not be addressed or fixed.*** *** requested that we provide her mother with the keys on the date of possession since she was unable to take off of workI agreed and when she arrived we did not have the correct set of keys in our officeThe contractor had to meet her mother at the property to give her the correct keysSince our contractor was at the property he checked the keys and had to retur II them to the locksmith so they could adjust the lock to work properly on the doorThe locksmith did not contact us until 3pm to pick up the repaired lock and working keysDuring that time frame *** ***'s nother contacted our office demanding her daughter's monies be refunded to her and stated that the unit was in poor conditionThe issues she claimed were mold under the kitchen sink and window seal, a rusted refrigerator door and a fence she stated had several nails coming loose.I explained to her mother that *** *** would need to fill out the MoInspection form and return it to our office and we would send someone to address any issues during one tripSince we did not sign the lease with her mother *** *** would need to contact usWe received the inspection list on Tuesday morning March 8, at which time we gave the punchlist to our contractor to repair the items on the reportSince she was unhappy with the unit and spoke with our Broker, Richard G*** we agreed to allow her to break her lease and we would refund her the double deposit of $990, months rent of $and the lease signing fee of $which totaled $1,She agreed with this and said she would not be interested in doing another walkthrough and was not going to move out of her mother's homeWe asked that she return the keysAs of today, March 17, we have not received our keys from this tenantA refund check was mailed to her address at *** ** *** *** York, PA *** on March 4, 2016.We feel that we made every effort to accommodate *** *** but she did not appear to be interested in any result other than not following through with the occupancy of the property, Despite our good faith efforts to deal with the perceived deficiencies, *** *** showed no interest in moving forward with the leasing of the apartmentWe are certainly within our contractual rights to require *** *** to perfom to the obligation she agreed to by signing the lease however, we graciously allowed her to terminate her relationship with us and returned to her all monies she paid.Please feel free to contact me should you have any additional questions or comments.Sincerely,Natalie RProperty Manager

Dear *** ***:I am in receipt of your correspondence sent us dated December & December 24, 2016; I.D***I have been out of the office the last two weeks and have not had the opportunity to respond to the alleged complaint.I will immediately review the facts at hand and formally
respond to you in writing on or before January 13, 2017.Should you have any questions or comments please do not hesitate to contact me.Sincerely,RichardG President/CEO

April 10, 2017Dear [redacted]:I am in receipt of a complaint against American Heritage Property Management dated March 24, 2017-ID [redacted].I have been out of the office the last week and have not had time to review the allegations and respond to you. I will make this a priority to do the required...

research and present a formal response to these allegations and have it in your possession no later than noon this Friday, April 14, 2017.Should you have any questions or comments please do not hesitate to contact me. Sincerely,Richard *. G[redacted] President/CEO

January 12, 2017Dear [redacted]I wish to take this opportunity to respond to allegations made about American Heritage Property Management as represented in a complaint to the Revdex.com - ID [redacted].The complainant did in fact move into the property on or about December 1, 2016. A maintenance call was placed to us regarding a leaking hot water heater. (The hot water was still producing hot water and at no time was the complainant without hot water). We received this request on December 5, 2016. [redacted] was given the request to make the repair. They completed the repair December 9, 2016. Given the extremely frigid weather experienced during December and the numerous no heat/frozen pipe calls, We believe the response time by [redacted] was acceptable considering the non-emergency nature of the claimant's maintenance request,The Claimant also contacted us after hours on December 8, 2016, regarding a small fire that occurred when the oven/range was used. The claimant did not follow emergency after hour's procedures and left a voice mail on our regular voice mail line. We have a dedicated process for after-hours emergencies which the claimant failed to follow. This resulted in American Heritage Property Management not receiving the call until the following morning - December 9, 2017. ** [redacted] were called and the repair was scheduled. The claimant indicated they needed to be present for any vendors as they have two dogs; one of which is a Pit Bull. [redacted] [redacted] replaced the damaged electric cord and the oven/range was operational December 14, 2016. Again, we do not feel that this is an excessive amount of time for the repair to be made.The claimant also stated in the complaint that the property was not inspected prior to their occupancy. The property manager did a walk through of the property as is customary and when the lease was signed with the claimant they were provided with a Unit Check List (copy attached) With instruction to complete the form and return it to us within 3 days. As of the date of this letter the Check List has not been returned to us by the claimant.The claimant further alleges that they were not aware that they were responsible for the trash billing. The claimants received a copy of the lease prior to the lease signing and signed the lease (copy attached) without voicing any opposition to the trash billing issue. The claimant has subsequently paid the trash billing and is current with all their financial obligations. The claimant has never provided us with a written statement of their grievances and there has been no correspondence or contact from them regarding the allegations stated in their complaint since December 12, 2016.We feel that American Heritage Property Management acted properly and within industry standards in dealing with the allegations stated in the complaint.If you have any questions or comments, please do not hesitate to contact me.Sincerely,Richard ** G[redacted] President/CEO

Please see attached response.