Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
First if all, they did not cover the hole in the roof. This is a lie. Second, I've never asked for any financial compensation until now. The Creekstone tried to send someone out to look at our floors and their "professional" told us the floors could be "salvaged". So because they chose to not make a claim with their insurance, I had to protect my family and home. At no point did anyone from Creekstone ever make me feel as though they did anything wrong. As for the final payment, nobody has refused payment. I don't even really care about the money any more. I just hope that potential future customers can know about our experience.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Revdex.com 151 N Delaware Street #2020Indianapolis, IN 46204-2599 April 24, 2017 POLARIS ,,.,,,.... INVESTMENTS II, LLC The following is our...
response to the customer complaint you received last week and assigned case ID of [redacted]. [redacted] and [redacted] have been tenants at [redacted] since [redacted]/ 14. Since the beginning of the Lease, they have demanded that all vendors and property visits by Polaris Property Management LLC or their designated agents only be allowed while they were physically at the property. Polaris Property Management LLC informed them that we would honor their requests/demands throughout their rental agreement but that their demands would have a direct impact as to when repairs were made (vendor schedules) due to their inflexibility of abiding by Section 21 of their lease as noted below: 21. ENTRY AND INSPECTION: ...⇄ (a) The Land lord, his assigned agent(s), and/or his employee(s) may enter the premises at anv reasona ble hour with reasonable notice to inspect, repair, maintain, im prove, or show the premises. Ifservice personnel , Land lord, his agents, or his employees are restr icted from entrance for any reason (such as, but not limited to, changed locks, pets, entry refused by occupants, etc.), the Tenant w ill be pay a service charge to Land lord based on the prevailing rate for such services. Ifsaid entrance restriction occurs during showing of the premises for rental or sale, this charge will be tripled and be considered a breach of lease. Landlord shall have the right to reta in and use a pass key to the premises. Land lord hereby reserves the right to affix "For Rent," "For Sale" and/or other signs on the property. The exercise of these rights of the Land lord shal l never be deemed an eviction or disturbance of Tenant's peaceable use and possession of the premises and sha ll never render the Landlord liable in any manner to Tenant or any person(s) in the premises. U pon request received from any law enforcement agency, Landlord may permit entry ofrepresentatives of such agencies for any legitimate and reasonable purpose, and Tenant hereby express ly grants Land lord authority to consent to such entry and waives any and all right to object to such entry and any reasonable inspection and waives all claims against Landlord for such entry and inspection. As for the specific complaints listed in the letter you sent please see the breakdow n below: Tenant without a working oven for a month: Service issue submitted - 06104120 15 07:59 AM - The oven panel (where the clock, temperature, etc) are displayed was dark th is morning. When we pressed 'Clock', the oven just beeped several times. We attempted to turn on the oven and nothing was d isplayed. It sounds l ike the fan comes on when we press 'Start', but nothing is displayed, so we cannot see the temperature or even verify whether the oven is actually working. We cycled the breaker, but nothing changed. A Affordable was sent the work order. Vendor went out after coordinating a time and date with the tenant and found that the oven's ERC went bad and needs to be replaced and provided the price to make the repair. Igave the owner the pricing ($395) and he approved of the repair to be done. 6-17-15 Vendor went out and replaced the ERC and oven is working now 6-25-15 Since the repair was over $250, we needed to get owner approval for the repair, the part had to be ordered, and the vendor had to make an appointment to install it according to when the tenants would be at the property since they would not allow a repair vendor to come in without them physically being there. Total time from notification to repair was 21 days - not a month. Electrical I ssues resulting I n a l oss of lighting and electricity to bedroom and bathroom (and fire hazard): Service issue submitted - 12/12/2014 11:58 PM - The lights in the master bedroom and bathroom not working. Lights flicker and go out. Vendor found a loose wire in the circuit breaker control panel. tightened all wires and issue resolved. Same issue happened again on 3/16/15 9:14 PM. Vendor went out again and replaced screw that holds the wires in place as it was loose again. Tenant mentioned the construction traffic is horrible and shakes the townhome when the big trucks go by. The tenants had a vase fall off a shelf which they believe is from the traffic. 3-27-15 repair completed.. I Tenant without sufficient working burners on stove: Service issue submitted - 08/18/2016 08:57 PM -Two of the burners only come on with high heat regardless of knob position. Vendor replaced left front and right rear switches for cooktop once parts arrived and another appointment convenient for the tenants could be arranged. Tenant without a working washer for 3 1 /2 weeks: Service issue submitted - 09/12/2016 07:15 PM - Vendor determined repairs too expensive for machine value. Coordinated with the owner for major appliance purchase and the owner purchased the washing machine. Polaris Property Management LLC had no control over this repair or inconvenience due to the supplier not having the washing machine in stock and it had to be shipped from the factory . Earliest delivery from the vendor the owner purchased the washing machine from and install date was October 3rd. Machine was installed and has worked fine since October 3, 2016. Smoke detectors requiring batteries to be replaced: Smoke detectors are only required to be tested per the terms of the Lease as indicted below: 24. SMOKE DETECTORS: Tenant hereby acknowledges that Landlord has installed functional smoke detectors in the premises, in accordance with applicable laws and ordinances. At least once each month, Tenant shall test such smoke detector to insure that they are in operational condition. In the event that one or more of the smoke detectors shall not be in operational condition, Tenant shall immediately advise Landlord in writing and Landlord shall be responsible for immediate installation and/or replacement of each defective smoke detector. Tenant shall not tamper with or remove any smoke detector or battery but shall allow Landlord to perform any and all maintenance of the smoke detectors. Any batteries removed by Tenant, with or without permission of Landlord, shall be immediately replaced by Tenant at Tenant's sole expense. Under no circumstances shall Tenant render a smoke detector non-operational. Tenant hereby grants to Landlord the right to inspect the premises for operational smoke detectors not less often than each three calendar months. Tenant hereby acknowledges that Landlord has a duty to provide to the County Prosecutor any and all evidence of violation of Tenant's statutory duties with respect to maintenance and non-interference with said smoke detectors. Landlord hereby advises Tenant that the serial numbers and/or make/model of the smoke detectors located within the premises, installed by Landlord, and presently in good operational condition are as follows: one per floor located in the hallways. Tenant agrees to return possession of the same smoke detectors to Landlord at the end of the term of this Lease unless Landlord shall have replaced such smoke detector(s). Property visits by Polaris Property Management LLC were conducted approximatly every 6 months during the Lease - specifically on 5/12/14, 6/23/14, 9/18/15, 3/21/16, 8/18/16, 12/2/16, and 4/24/17. At no time did any of the smoke detectors indicate batteries needing to be replaced. 1 When the batteries did "chirp", they were still working and the tenant notified us of the need for replacement. The first issue was submitted on 09/18/2015 11:39 AM. Those batteries were replaced the same afternoon. The next issue for chirping smoke detectors was reported at 12/01/2016 11:01 PM. The batteries were replaced the same day. I Lack of maintenance on drver. resulting I n l oss of use of dryer (and fire hazard): Service issue submitted - 01/23/2016 11:20 PM While cleaning the laundry roomItenant noticed that dryer vent tubing was not correctly connected to the wall. This is causing lint to collect around the back of the washer and dryer, rather than flowing out the vent. Vendor cleaned and repaired dryer vent on 2/2/16. Dryer vent clean out again on 10/19/2016 03:15 PM. Service issues on Whirlpool dryer takes multiple runs on a the same load of clothes in order to get them dry. Dryer vent system was cleaned out August 2016. Service issue submitted 12/29/2016 10:16 AM - Heat element is heating up the unit. Tenant states it doesn't seem to be spinning as fast on the first try and then as it goes through each cycle and the clothes dry out a bit, it spins faster. Vendor cleaned out lint trap and back of unit of dryer. I During today's visit , (4/24/17) the tenant informed Property Manager Mike B[redacted] that the dryer is still having problems but that he did not submit new service issues these past few moths because he "felt" it was useless based on the previous repair attempts for this issue. Mike is coord,inating with the owner for a new dryer to be installed. Tenant without property maintained air conditioning system: Since the tenants have moved in, there has been a Preventative Maintenance contract with [redacted] Heating and Cooling. The vendor comes out every Spring and Fall to perform preventative maintenance on the furnace or the air conditioner. The Spring maintenance was accomplished before the tenant moved in on 5/12/14. The following dates are for the other visits: 1/5/15, 4/23/15, 11/6/15, 5/11/16, and 9/28/16. Other immediate and emergency issues during the years have been taken care of on the same day (i.e. no heat or no ale calls). The specific issue the tenant is referring to about the smell was submitted on 02/23/2017 04:56 PM. [redacted] Heating and Cooling went out to the property and this was their findings: Strange odor when A/C turned on - Upon inspection found no evidence of a mechanical failure. Possible algae growth in condensate pan from heat engaging while condensate still present in the pan. Treated the condensate pan with pan tablets to eliminate the algae. Installed Duct Fresh Odor Neutralizer into the return ductwork of the system to eliminate any traces from the ductwork. Will evaluate condition during Spring PM to determine if another pan treatment will be needed. Tenant submitted another service issue request on 04/14/2017 07:19 AM saying there was still an odor. [redacted] Heating and Cooling called to discuss the matter and set up to service tHe air conditioning unit the following week. The appointment was set for 4/21/17. Vendor notes: Odor when A/C turned on - inspected evaporator for signs of mold or mildew. Coil very clean, no signs of mold or other odor causing agents. Return ductwork relatively clean, may need to be cleaned profese;ionally. Odor neutralizer placed in return previously still in place but not effective. Introduced pn tabs previously (2 tablets) found that system needed a 4 tablet treatment due to the tonnage of the system. Placed 5 tablets in drain pan to see if under treating is the issue. Floor drain sits next to the; furnace with downstairs return Lid over it. Added vegetable oil to the drain as a precautionary "pdor barrier" from drain gases. Unable to pinpoint origin of odor, cleaning ductwork may help but if it was a ductwork issue, odor should be present during heat as well but it isn't. Mike B[redacted] went over to the property today (4/24/17) at 12:45 PM and met with the tenant. He did not smell any odor with either the heat on or the air conditioning on anywhere in the townhouse. Both the tenant and Mike checked the closet for the blower unit and could not smell any odors. Property not given to us I n a clean state: Tenants were present during the move in and signed their name on the inspection checklist. A copy of that checklist is included with this letter. As you can see on the checklist, every room is marked with CL clean. There are few items listed as needing repair. These items were repaired]on 6/23/14, once again delayed due to the tenant's request to hold off on the repairs until they were! moved in and could be there when the vendor was on property. The tenant was corrected on his misunderstanding of the move out preparation letter in that he was being asked to have the townhouse professionally cleaned. This is not true. The preparation letter sent to them requires the carpets to be professionally cleaned since they were professionally cleaned before ·the tenants moved in. Please let me know if you need copies of the 297 pictures taken for the entire move in checklist. Time spent replacing light bulbs: Multiple service issues were combined into one issue form the time they moved in and the repairs in June and July. All light bulbs that were out at the move in inspection and smoke detector batteries were replaced. Here are the vendor's notes for completion of the service issues: Vendor went out and adjusted the noted doors, replaced light bulbs in the master bath, cleaned the exhaust fan in the master bath, programmed keypad for the garage, replaced the ripped screen, replaced the batteries in the smoke detectors, added door stop, replaced bad hinge on closet door, replaced the shower rod in the upstairs hall bath, and at the time the vendor was there, no abnormal smells coming from the washer and pantry were observed. As you can see by the history above, Polaris Property Management LLC has been :responsive to all of the tenant's requests for maintenance on the property and honoring their requests for one of them to be home before anyone was allowed into the property for repairs or even a property visit to check on the smoke detectors or general property condition. We have worked and coordinated with the owner on major appliance repairs and have scheduled preventative maintenance on a regular basis for the heating and air system in the townhouse. ...⇄ · The lease will remain in effect until the 6/30/17 end date and any damages withheld from the security deposit will be processed in accordance with the terms of the Lease. Sincerely, I -: Mike B[redacted]Property Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
First if all, they did not cover the hole in the roof. This is a lie. Second, I've never asked for any financial compensation until now. The Creekstone tried to send someone out to look at our floors and their "professional" told us the floors could be "salvaged". So because they chose to not make a claim with their insurance, I had to protect my family and home. At no point did anyone from Creekstone ever make me feel as though they did anything wrong. As for the final payment, nobody has refused payment. I don't even really care about the money any more. I just hope that potential future customers can know about our experience.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Revdex.com 151 N Delaware Street #2020Indianapolis, IN 46204-2599 April 24, 2017 POLARIS ,,.,,,.... INVESTMENTS II, LLC The following is our...
response to the customer complaint you received last week and assigned case ID of [redacted]. [redacted] and [redacted] have been tenants at [redacted] since [redacted]/ 14. Since the beginning of the Lease, they have demanded that all vendors and property visits by Polaris Property Management LLC or their designated agents only be allowed while they were physically at the property. Polaris Property Management LLC informed them that we would honor their requests/demands throughout their rental agreement but that their demands would have a direct impact as to when repairs were made (vendor schedules) due to their inflexibility of abiding by Section 21 of their lease as noted below: 21. ENTRY AND INSPECTION: ...⇄ (a) The Land lord, his assigned agent(s), and/or his employee(s) may enter the premises at anv reasona ble hour with reasonable notice to inspect, repair, maintain, im prove, or show the premises. Ifservice personnel , Land lord, his agents, or his employees are restr icted from entrance for any reason (such as, but not limited to, changed locks, pets, entry refused by occupants, etc.), the Tenant w ill be pay a service charge to Land lord based on the prevailing rate for such services. Ifsaid entrance restriction occurs during showing of the premises for rental or sale, this charge will be tripled and be considered a breach of lease. Landlord shall have the right to reta in and use a pass key to the premises. Land lord hereby reserves the right to affix "For Rent," "For Sale" and/or other signs on the property. The exercise of these rights of the Land lord shal l never be deemed an eviction or disturbance of Tenant's peaceable use and possession of the premises and sha ll never render the Landlord liable in any manner to Tenant or any person(s) in the premises. U pon request received from any law enforcement agency, Landlord may permit entry ofrepresentatives of such agencies for any legitimate and reasonable purpose, and Tenant hereby express ly grants Land lord authority to consent to such entry and waives any and all right to object to such entry and any reasonable inspection and waives all claims against Landlord for such entry and inspection. As for the specific complaints listed in the letter you sent please see the breakdow n below: Tenant without a working oven for a month: Service issue submitted - 06104120 15 07:59 AM - The oven panel (where the clock, temperature, etc) are displayed was dark th is morning. When we pressed 'Clock', the oven just beeped several times. We attempted to turn on the oven and nothing was d isplayed. It sounds l ike the fan comes on when we press 'Start', but nothing is displayed, so we cannot see the temperature or even verify whether the oven is actually working. We cycled the breaker, but nothing changed. A Affordable was sent the work order. Vendor went out after coordinating a time and date with the tenant and found that the oven's ERC went bad and needs to be replaced and provided the price to make the repair. Igave the owner the pricing ($395) and he approved of the repair to be done. 6-17-15 Vendor went out and replaced the ERC and oven is working now 6-25-15 Since the repair was over $250, we needed to get owner approval for the repair, the part had to be ordered, and the vendor had to make an appointment to install it according to when the tenants would be at the property since they would not allow a repair vendor to come in without them physically being there. Total time from notification to repair was 21 days - not a month. Electrical I ssues resulting I n a l oss of lighting and electricity to bedroom and bathroom (and fire hazard): Service issue submitted - 12/12/2014 11:58 PM - The lights in the master bedroom and bathroom not working. Lights flicker and go out. Vendor found a loose wire in the circuit breaker control panel. tightened all wires and issue resolved. Same issue happened again on 3/16/15 9:14 PM. Vendor went out again and replaced screw that holds the wires in place as it was loose again. Tenant mentioned the construction traffic is horrible and shakes the townhome when the big trucks go by. The tenants had a vase fall off a shelf which they believe is from the traffic. 3-27-15 repair completed.. I Tenant without sufficient working burners on stove: Service issue submitted - 08/18/2016 08:57 PM -Two of the burners only come on with high heat regardless of knob position. Vendor replaced left front and right rear switches for cooktop once parts arrived and another appointment convenient for the tenants could be arranged. Tenant without a working washer for 3 1 /2 weeks: Service issue submitted - 09/12/2016 07:15 PM - Vendor determined repairs too expensive for machine value. Coordinated with the owner for major appliance purchase and the owner purchased the washing machine. Polaris Property Management LLC had no control over this repair or inconvenience due to the supplier not having the washing machine in stock and it had to be shipped from the factory . Earliest delivery from the vendor the owner purchased the washing machine from and install date was October 3rd. Machine was installed and has worked fine since October 3, 2016. Smoke detectors requiring batteries to be replaced: Smoke detectors are only required to be tested per the terms of the Lease as indicted below: 24. SMOKE DETECTORS: Tenant hereby acknowledges that Landlord has installed functional smoke detectors in the premises, in accordance with applicable laws and ordinances. At least once each month, Tenant shall test such smoke detector to insure that they are in operational condition. In the event that one or more of the smoke detectors shall not be in operational condition, Tenant shall immediately advise Landlord in writing and Landlord shall be responsible for immediate installation and/or replacement of each defective smoke detector. Tenant shall not tamper with or remove any smoke detector or battery but shall allow Landlord to perform any and all maintenance of the smoke detectors. Any batteries removed by Tenant, with or without permission of Landlord, shall be immediately replaced by Tenant at Tenant's sole expense. Under no circumstances shall Tenant render a smoke detector non-operational. Tenant hereby grants to Landlord the right to inspect the premises for operational smoke detectors not less often than each three calendar months. Tenant hereby acknowledges that Landlord has a duty to provide to the County Prosecutor any and all evidence of violation of Tenant's statutory duties with respect to maintenance and non-interference with said smoke detectors. Landlord hereby advises Tenant that the serial numbers and/or make/model of the smoke detectors located within the premises, installed by Landlord, and presently in good operational condition are as follows: one per floor located in the hallways. Tenant agrees to return possession of the same smoke detectors to Landlord at the end of the term of this Lease unless Landlord shall have replaced such smoke detector(s). Property visits by Polaris Property Management LLC were conducted approximatly every 6 months during the Lease - specifically on 5/12/14, 6/23/14, 9/18/15, 3/21/16, 8/18/16, 12/2/16, and 4/24/17. At no time did any of the smoke detectors indicate batteries needing to be replaced. 1 When the batteries did "chirp", they were still working and the tenant notified us of the need for replacement. The first issue was submitted on 09/18/2015 11:39 AM. Those batteries were replaced the same afternoon. The next issue for chirping smoke detectors was reported at 12/01/2016 11:01 PM. The batteries were replaced the same day. I Lack of maintenance on drver. resulting I n l oss of use of dryer (and fire hazard): Service issue submitted - 01/23/2016 11:20 PM While cleaning the laundry roomItenant noticed that dryer vent tubing was not correctly connected to the wall. This is causing lint to collect around the back of the washer and dryer, rather than flowing out the vent. Vendor cleaned and repaired dryer vent on 2/2/16. Dryer vent clean out again on 10/19/2016 03:15 PM. Service issues on Whirlpool dryer takes multiple runs on a the same load of clothes in order to get them dry. Dryer vent system was cleaned out August 2016. Service issue submitted 12/29/2016 10:16 AM - Heat element is heating up the unit. Tenant states it doesn't seem to be spinning as fast on the first try and then as it goes through each cycle and the clothes dry out a bit, it spins faster. Vendor cleaned out lint trap and back of unit of dryer. I During today's visit , (4/24/17) the tenant informed Property Manager Mike B[redacted] that the dryer is still having problems but that he did not submit new service issues these past few moths because he "felt" it was useless based on the previous repair attempts for this issue. Mike is coord,inating with the owner for a new dryer to be installed. Tenant without property maintained air conditioning system: Since the tenants have moved in, there has been a Preventative Maintenance contract with [redacted] Heating and Cooling. The vendor comes out every Spring and Fall to perform preventative maintenance on the furnace or the air conditioner. The Spring maintenance was accomplished before the tenant moved in on 5/12/14. The following dates are for the other visits: 1/5/15, 4/23/15, 11/6/15, 5/11/16, and 9/28/16. Other immediate and emergency issues during the years have been taken care of on the same day (i.e. no heat or no ale calls). The specific issue the tenant is referring to about the smell was submitted on 02/23/2017 04:56 PM. [redacted] Heating and Cooling went out to the property and this was their findings: Strange odor when A/C turned on - Upon inspection found no evidence of a mechanical failure. Possible algae growth in condensate pan from heat engaging while condensate still present in the pan. Treated the condensate pan with pan tablets to eliminate the algae. Installed Duct Fresh Odor Neutralizer into the return ductwork of the system to eliminate any traces from the ductwork. Will evaluate condition during Spring PM to determine if another pan treatment will be needed. Tenant submitted another service issue request on 04/14/2017 07:19 AM saying there was still an odor. [redacted] Heating and Cooling called to discuss the matter and set up to service tHe air conditioning unit the following week. The appointment was set for 4/21/17. Vendor notes: Odor when A/C turned on - inspected evaporator for signs of mold or mildew. Coil very clean, no signs of mold or other odor causing agents. Return ductwork relatively clean, may need to be cleaned profese;ionally. Odor neutralizer placed in return previously still in place but not effective. Introduced pn tabs previously (2 tablets) found that system needed a 4 tablet treatment due to the tonnage of the system. Placed 5 tablets in drain pan to see if under treating is the issue. Floor drain sits next to the; furnace with downstairs return Lid over it. Added vegetable oil to the drain as a precautionary "pdor barrier" from drain gases. Unable to pinpoint origin of odor, cleaning ductwork may help but if it was a ductwork issue, odor should be present during heat as well but it isn't. Mike B[redacted] went over to the property today (4/24/17) at 12:45 PM and met with the tenant. He did not smell any odor with either the heat on or the air conditioning on anywhere in the townhouse. Both the tenant and Mike checked the closet for the blower unit and could not smell any odors. Property not given to us I n a clean state: Tenants were present during the move in and signed their name on the inspection checklist. A copy of that checklist is included with this letter. As you can see on the checklist, every room is marked with CL clean. There are few items listed as needing repair. These items were repaired]on 6/23/14, once again delayed due to the tenant's request to hold off on the repairs until they were! moved in and could be there when the vendor was on property. The tenant was corrected on his misunderstanding of the move out preparation letter in that he was being asked to have the townhouse professionally cleaned. This is not true. The preparation letter sent to them requires the carpets to be professionally cleaned since they were professionally cleaned before ·the tenants moved in. Please let me know if you need copies of the 297 pictures taken for the entire move in checklist. Time spent replacing light bulbs: Multiple service issues were combined into one issue form the time they moved in and the repairs in June and July. All light bulbs that were out at the move in inspection and smoke detector batteries were replaced. Here are the vendor's notes for completion of the service issues: Vendor went out and adjusted the noted doors, replaced light bulbs in the master bath, cleaned the exhaust fan in the master bath, programmed keypad for the garage, replaced the ripped screen, replaced the batteries in the smoke detectors, added door stop, replaced bad hinge on closet door, replaced the shower rod in the upstairs hall bath, and at the time the vendor was there, no abnormal smells coming from the washer and pantry were observed. As you can see by the history above, Polaris Property Management LLC has been :responsive to all of the tenant's requests for maintenance on the property and honoring their requests for one of them to be home before anyone was allowed into the property for repairs or even a property visit to check on the smoke detectors or general property condition. We have worked and coordinated with the owner on major appliance repairs and have scheduled preventative maintenance on a regular basis for the heating and air system in the townhouse. ...⇄ · The lease will remain in effect until the 6/30/17 end date and any damages withheld from the security deposit will be processed in accordance with the terms of the Lease. Sincerely, I -: Mike B[redacted]Property Manager