Balcones Lofts

Balcones LoftsHillcrest DriveBalcones Heights, Texas Reference ID# [redacted] This letter is in response to the complaint that was issued to your office regarding a resident residing at Balcones LoftsThe original phone call that was received regarding the roof leak was received by [redacted] Trejo, the community Manager on 08/28/and on this date a service request was issued and maintenance was immediately sent out to the apartment to assess the service requestOn 08/28/ [redacted] Lead Maintenance spoke to both residents of said communityAfter viewing the leak [redacted] immediately went up on the roof to view the areas that the leaks were coming fromThey then forwarded the pictures to myself via e-mail to inform me of the leaks so that I could approve having contractors come out and maintain the areas needing repairOn September 1, M&M Painting & Construction arrived at the property to begin repairs on the roofGreater Dallas, the company that were responsible for the roofs during construction also came to view the roof on September 5, and returned to do minor repairs on 09/14/ In order for the roof to be repaired in its entirety a lift was needing to be obtained which caused a slight delay on the repairsOn September 09/25/2017, the date repairs were scheduled to be performed, it began to rain very heavily and the roofers were not able to perform repairs until the rain came to a stop [redacted] , the lead maintenance, placed a tarp on the roof to help prevent the water from leaking in during the stormOn 09/ [redacted] explained to the resident that the repair would not be able to be completed nor would the interior be able to be repaired until the rain stopped The residents, both [redacted] and ***, were informed that when the rain stopped they would be contacted to schedule the interior repairsManagement spoke to two of the residents on 09/25, on 09/to one of the lease holders, & on 09/ [redacted] spoke to both lease holdersOn 09/29/ [redacted] left a message on the lease holders voicemail to have her call the office so that he could inform her that repairs were scheduledDuring that time period, both [redacted] and [redacted] walked the unit on a daily basis to monitor the situationOn October 2, 2017, [redacted] spoke to the lease holder and explained that the outside repairs would be completed on October 4, On October 6, the lease holder was informed that contractors would be in her apartment to begin her interior repairs on October 11, Sheetrock repairs were completed on October 12, but management had the contractor return to redo some of the sheetrock repairs that were not cosmetically pleasing so the entire repair was completed on October 18, On October 19th all carpet repairs and shampoo were completed by CCS Carpet CleaningPictures are attached showing both before and after the repairs were madeThe bathroom leak was not an issue from the roofThere was a pipe under the cabinet in the above residents unit that leaked into their residenceThat leak was repaired immediately by [redacted] and sheetrock repairs were performed on the same date that the bedroom was repairedThere was no damage to the bathroom flooring as shown in the attached picturesIn the complaint it is stated that the resident is requesting compensation that dates back to June of Our records do not indicate any prior reports being made before 08/28/As per paragraph of the lease agreement service requests should be requested in writing and in addition a clip board with a form that enables them to make the written request is handily available at the front table of the leasing officeRequests, Repairs, and Malfunctions Paragraph - Written Requests Required If you or any occupant needs to send a notice or request - for example, for repairs, installation, services, ownership disclosure, or security-related matters - it must be written, signed, and delivered to our designated representative (except in case of fire, smoke, gas, explosion, overflowing sewage, uncontrollable running water, electrical shorts, crime in progress, or fair-housing accommodation or modification) Our written notes on your oral request do not constitute a written request from you Our complying with or responding to any oral request regarding security or any other matter doesn't waive the strict requirement for written notices under this leaseIf any additional information is needed regarding this claim, please feel free to contact me at any time (Pictures 1-are dated 09/22/2107, before the repairsPictures 4-were taken after we had the week of rainPictures 6-are the pictures of the completed repairsPicture #is a picture of the bathroom after repairs.) [redacted] Regional Property ManagerThe NRP GroupConcord Plaza Drive Suite 900San Antonio, Texas 78216210-487-Ext [redacted] www.NRPGroup.com

Balcones Lofts3213 Hillcrest DriveBalcones Heights, Texas 78201   Reference ID#[redacted] This letter is in response to the complaint that was issued to your office regarding a resident residing at Balcones Lofts. The original phone call that was received regarding the roof leak...

was received by [redacted] Trejo, the community Manager on 08/28/2017 and on this date a service request was issued and maintenance was immediately sent out to the apartment to assess the service request. On 08/28/17 [redacted] Lead Maintenance spoke to both residents of said community. After viewing the leak [redacted] immediately went up on the roof to view the areas that the leaks were coming from. They then forwarded the pictures to myself via e-mail to inform me of the leaks so that I could approve having contractors come out and maintain the areas needing repair. On September 1, 2017 M&M Painting & Construction arrived at the property to begin repairs on the roof. Greater Dallas, the company that were responsible for the roofs during construction also came to view the roof on September 5, 2017 and returned to do minor repairs on 09/14/2017.  In order for the roof to be repaired in its entirety a lift was needing to be obtained which caused a slight delay on the repairs. On September 09/25/2017, the date repairs were scheduled to be performed, it began to rain very heavily and the roofers were not able to perform repairs until the rain came to a stop. [redacted], the lead maintenance, placed a tarp on the roof to help prevent the water from leaking in during the storm. On 09/25 [redacted] explained to the resident that the repair would not be able to be completed nor would the interior be able to be repaired until the rain stopped.  The residents, both [redacted] and [redacted], were informed that when the rain stopped they would be contacted to schedule the interior repairs. Management spoke to two of the residents on 09/25, on 09/26 to one of the lease holders, & on 09/27 [redacted] spoke to both lease holders. On 09/29/17 [redacted] left a message on the lease holders voicemail to have her call the office so that he could inform her that repairs were scheduled. During that time period, both [redacted] and [redacted] walked the unit on a daily basis to monitor the situation. On October 2, 2017, [redacted] spoke to the lease holder and explained that the outside repairs would be completed on October 4, 2017. On October 6, 2017 the lease holder was informed that contractors would be in her apartment to begin her interior repairs on October 11, 2017. Sheetrock repairs were completed on October 12, 2017 but management had the contractor return to redo some of the sheetrock repairs that were not cosmetically pleasing so the entire repair was completed on October 18, 2017. On October 19th all carpet repairs and shampoo were completed by CCS Carpet Cleaning. Pictures are attached showing both before and after the repairs were made. The bathroom leak was not an issue from the roof. There was a pipe under the cabinet in the above residents unit that leaked into their residence. That leak was repaired immediately by [redacted] and sheetrock repairs were performed on the same date that the bedroom was repaired. There was no damage to the bathroom flooring as shown in the attached pictures. In the complaint it is stated that the resident is requesting compensation that dates back to June of 2017. Our records do not indicate any prior reports being made before 08/28/17. As per paragraph 26 of the lease agreement service requests should be requested in writing and in addition a clip board with a form that enables them to make the written request is handily available at the front table of the leasing office.26. Requests, Repairs, and Malfunctions Paragraph 26.1                - Written Requests Required.  If you or any occupant needs to send a notice or request - for example, for repairs, installation, services, ownership disclosure, or security-related matters - it must be written, signed, and delivered to our designated representative (except in case of fire, smoke, gas, explosion, overflowing sewage, uncontrollable running water, electrical shorts, crime in progress, or fair-housing accommodation or modification)  Our written notes on your oral request do not constitute a written request from you.  Our complying with or responding to any oral request regarding security or any other matter doesn't waive the strict requirement for written notices under this lease. If any additional information is needed regarding this claim, please feel free to contact me at any time.    (Pictures 1-3 are dated 09/22/2107, before the repairs. Pictures 4-5 were taken after we had the week of rain. Pictures 6-10 are the pictures of the completed repairs. Picture #11 is a picture of the bathroom after repairs.) [redacted]Regional Property ManagerThe NRP Group200 Concord Plaza Drive Suite 900San Antonio, Texas 78216210-487-7878 Ext [redacted]www.NRPGroup.com