Appreciating Properties

We have been in the apartment rental business for 30 years and have never had a complaint such as this. Historically we run a 0-596 vacancy rate because the condition of our units along with the service we provide make our apartments a great place for our residents to call "home". Since ownership of this building, not quite three years, we have invested over $300,000 into the property: completely re-doing all common areas, laundry rooms, landscaping, new fencing, and we remodel all units as they become available.
This tenant just renewed her lease for another year starting August 1, 2019. To date, she has never mentioned she would like to leave her apartment or break her lease. Some of the issues she described in her complaint are fabricated and the others are greatly distorted, It is illogical for one to believe that if the concerns she mentioned were just as she described, she would opt to stay for a fifth year.
While we cannot speak to her issues regarding a previous tenant in her unit and the first + year of her tenancy, we can assure you that she has not been without heat in the last 3 years. Our boilers are mandatorty inspected and certified annually by the State of Ohio to ensure they are safe and in working order. We are choosing to replace 2 of the boilers this year before winter and another 2 boilers next year only to increase efficiencies.
We have never shut off utilities for repair without notifying tenants ahead of time unless in an emergency, a time sensitive repair, This is also the case in regards to any major repairs that would affect the tenant's ability to use any part of the property.
We have an on-site manager and maintenance person who live at the building. The manager is professional, has experience managing multiple properties, is in good standing, and can supply references. Until recently, our manager and this tenant have been on good terms. This tenant has been in excellent standing but recently we are having complaints from other tenants regarding a couple of loud arguments, on two separate occasions, the had with her guests in the parking lot. On one occasion, her guest peeled out of the lot without regard for the safety of other residents.
When this tenant had a mouse complaint, we handled her complaint per Speed Exterminating‘s recommendations, who have been in business for a very long time, and who are our pest control experts. It is true, mouse traps were provided and after caught, the issue was resolved. The manager offered for her to inspect and if any openings were discovered in her unit, maintenance would seal them up; however, the tenant never followed up. During the summer months, tenants tend to prop the back door open which may have been how the mouse entered the building. The manager closes the door when she finds it open and contacts all of the tenants in that building to remind them to jeep the door closed.
Her vent hood did come down partially and it was repaired within 24 hours. As to her complaint about mouse droppings, we are in question of this since the complainant is only now making this accusation.
The real reason for registering this complaint, which can be substantiated by a recorded voicemail from her, is that she Is upset with another tenant who works from home and does not have children but who parks in a parking spot that she thinks should be reserved for those that work outside of the home and who have children. She did complain about this to the manager who then asked that particular tenant if he could park a little further away, which he graciously did in order to appease the complainant. He now usually parks in one of the last parking spots (#14 out of 16) in the row, which still does not satisfy
the complainant. Please note, he was not obligated to move his car, nor do we feel it lawful to make him park anywhere else. He is a tenant and his car is not disabled, he drives it as needed. (He just Started working from home in May of this year and this is when her complaints about parking started.) We have open lot parking and do not have assigned parking other than to provide specific handicapped parking spots. We have offered her a garage rental which she declined. The complainant was told that there was nothlng else we were going to do about this matter yet she keeps calling to complain about the same issue because she does not like our response and so she threatened to complain to you, the Revdex.com. There is sufficient parking for this building and, in fact, if she does not want to park by the dumpster, she certainly has no need to. Furthermore, the area that she is parking in next to the dumpster is not an official parking spot but one she is creating for her convenience.
Our proposed resolution: The complainant is obviously unhappy and we would like to offer to let her out of her lease. We will give her days to leave and she will not be bound by the time frame specified in her current lease. After the days, the original time frame In her lease will remain intact and in full force. We will supply her with another copy of her lease. Should she choose to stay, we cannot provide the special parking that she demands. We will continue to make every effort to inform our tenants of any repairs being performed on the property. We have spoken to our manager and she is aware of the importance of communication.