Bluestone & Hockley Real Estate Services

Mr [redacted] , Thank you for expressing concerns about one of our rental properties We are aware of the multiple complaints you have lodged against your neighbors Our records reflect the first complaint was communicated on or around September 18, As a result of that complaint, a noise violation warning notice was issued to the household on or around September 21, A second complaint was received on or around September 29, and the complainant was advised to call the police if there was in fact excessive noise that violated local ordinances and that we could only issue what is commonly referred to as a ’30-Notice’ (notice to cure or vacate) if there was actual evidence of a violation Again on October 5, a complaint was received On October 6, the property manager inspected the property and spoke to the tenants The property manager did not observe any lease violations, evidence of unauthorized residents, or anything that would support the complaints received On November 30, a complaint was received mentioning smoking, vehicles with no wheels and vehicles parked on the lawn A representative drove by the property two hours later and observed none of the alleged complaints and the only car parked in the driveway was in good repair and had tires On December 17, someone called to complain that there were six cars parked at the property and that the caller would be pursuing a civil action On December 22, the owner of the property inspected the home along with the property manager and found no damage and no lease violations On January 8, Mrs [redacted] called and left a message for me personally My staff returned the call the same day where she complained of a car door slamming, lots of activity all day and night and she was advised to call the police if she felt inclined A noise violation warning notice was issued to the household and one of the residents immediately called our office and counter-complained that you and your family were harassing them, yelling at them, had banged on their car at one point, etc The tenant was advised to call the police if they felt threatened On January 9, a tenant sent us an email articulating their complaints in writing and saying that they had filed a police complaint against your family, etc On January 21, we conducted the annual property inspection and found the property to be clean with no evidence of violations or unauthorized occupants On March 23, we conducted our quarterly drive by and inspected the exterior of the property and again found no evidence of violations or anything concerning Mr [redacted] , while I am sure your complaints have some merit, we have no evidence to support a single claim or complaint In fact, to the contrary, we have conducted multiple scheduled, surprise and reactionary inspections and never found any condition that gave us cause for concern In addition, we have sent our maintenance technicians to the property on multiple occasions and again they have not reported any problems Encouraging our residents to live productively within their communities is a high priority for us, but unless there is evidence (and often times multiple verifiable instances) there is nothing we can do As we have mentioned before you should call the police if someone is breaking the law Or you are welcome to email us pictures/video examples of your concerns for us to investigate As an aside, please note, that our lease agreement with the tenants is a private contract and we will choose to enforce it as and how we see fit Parking cars on private property or having the occasional get together is well within the resident’s right to the peaceful enjoyment of the rented premises Finally, these tenants pay their rent on time, have always been courteous with us, report maintenance in a timely manner and have done this faithfully for the last three years without incident until this past fall We can only react to the information available to us and at this time that information does not warrant any further action Again thank you for your concern and you are welcome to send us a letter or email with any future documentation Kind Regards, Jeremy B [redacted]

Complaint: ***I am rejecting this response because:
What's been said is NOT TrueThis is exactly what happened, back in July like I mentioned before my mom was a the hospital due to heart failure, when we came back home my mom received from Bluestone and Hockley that they added fee on her due to landscape violationI contacted Pamela H(Community Association Manager) right away and explained to her the whole situation, and that we weren't home for a while due to my mom's health condition; and I requested her to waive the fees since we had an unexpected emergency and we weren't homeShe said that I have to email her the situation to give it to the boardI email her in the beginning of August right after our phone conversation, I didn't hear anything back from her, so I called her again asking what's the situation, she said she didn't receive my email and that I have to resend it, so I did resend the emailThen she replied and said that the board refused to waive any feesI called her again and I requested to speak with someone from the board to discuss and explain the situation as I thought they maybe didn't get from the email that we had an unexpected emergencyShe said that I have to send her an email requesting someone from the board to call me back, so I emailed her the request with my phone numberAfter that I didn't hear anything from the board, or from her or from anyone from Bluestone and HockleySince the email sent back in September, no one called at all and they didn't send me any lettersI only received one phone call from Pam's assistant Lisa Wthat was on 11/6/and I didn't reply to that voicemail (it was the only phone call I received), not like they mentioned that they've been calling, I have my phone on all the time and I have the feature where any voicemail is received as a text as wellSo I have proof and everything is documentedThe reason I didn't reply to Lisa W*** voicemail is because no one from the board called me and I had to seek a legal assistant before talking back to them since they are taking advantage of usBeside they didn't show any empathy for our hard situationThey mentioned on their response that they put the fees on hold when I requested a phone call from the board, that's NOT true, first no one mentioned that they are placing hold, they didn't call me or send me a letter, so how would I know that, beside how come they placed a hold and the fees went from $to $1400, that can't be trueWhy no one from the board contacted me or Pamela contacted meThey mentioned that the situation is not resolved and that's NOT true again, because the landscaper that I hired for my mom so she won't worry, and stress with all the health problems she's been thru comes twice a week and takes care of everythingThey mentioned that the very small area in front still mud, because when it was really hot, the grass got dry like all he houses in the neighborhood and our landscaper said we will try to revive he grass if it doesn't work we can plan new seed but he said we can't put seeds now, it won't grow, it has to done in the SpringSo what kind of professionalism they are talking about, they were very unprofessional, they don't have a heart to feel people's pain, they had no empathy and weren't willing to work with us at allWhat kind of customer service is this? I'm attaching copies of the emails I've sent to Pamela H***I have copies of my mom's health situation from the hospital and all the proof, I didn't attach those because it's private information but I have it if Revdex.com needs itI want to thank Revdex.com for their time, effort and understanding to help me with this hard situation
Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Thank you for contacting Bluestone & Hockley regarding this concernPlease know thatBluestone & Hockley is contracted by *** *** ***, and we act as the Agent onbehalf of the AssociationBecause of this, we take our direction from its Board of Directors.In response to ***
*** complaint, please be advised that *** contacted our officewhen her mother received a certified letter on July 27,advising that fines had assessed toher account for the outstanding landscape violation*** explained that her mother hadbeen ill, and in the hospitalPam H., the Property Manager, expressed great concern, andassured her that she would explain her situation to the Board of DirectorsThe Board stated theyard had been in this state for approximately 1/years*** said she would hire alandscaper to address the issuePam drove by and inspected the landscape issue on severaloccasions after the landscaper had worked at the propertyThe yard was still in terrible shape,and it appeared that the landscaper had performed some clean up work, but the weedy frontlawn had no turf left, just dirt; and th is is unacceptable in this very upscalecommunityMaintenance of Landscaping is clear ly stated in their governing documents,specifically in Article V - User Restrictions, Section Maintenance o f Landscape, .In addition to the fai lure to maintain the front yard landscaping, the owner also has aninoperable vehicle that has been on the driveway for some timeThis is not allowed in thecommunity, and Pam discussed this additional violation with *** on two (2) occasionsWeasked that the car be relocated approximately feet from the driveway into the garage, andout of public view
*** had requested to speak to a board member, so we placed the fines on holdThe Boarddeclined her request, and asked that Bluestone & Hockley handle the situationPam left severalvoice messages advising her that the board did not want to speak to her, and asked that wehandle it; no responses were received from SherineLisa W., Pam's Assistant, also called*** and left a voicemail on Sherine's cell phone asking for the compliance status of theproperty, and as of today, has not had a responseBecause of the non-compliance after manymonths, the board directed that the fines would remain.Attached for your information, please find three (3) images of the outstanding propertyviolations at this propertyITwo images of the landscape issue, One image of theinoperable vehicle on driveway.As a professional management company, it is our opinion that we acted with great care andprofessionalism in this situation, fulfilling the contractual obligation that we have in our role asrepresentativeThis is not a credible claim against Bluestone & Hockley Real Estate Services,and it is very unfortunate that a complaint has been lodged against our company because ofthis.Please feel free to contact me if you have any questions, or need clarification
Warmest Regards,
Bluestone & Hockley Real Estate Services
Cliff H., CPM, CCIM
President

Mr./Ms. [redacted], We apologize for any delay in issuing a mailbox key.  Our records indicate that a key was issued to you on June 14th.  If there are any additional questions or concerns, please let us know.   Kind Regards, [redacted]

Mr. [redacted],
 
Thank you for expressing concerns about one of our rental properties. 
 
We are aware of the multiple complaints you have lodged against your neighbors. 
 
Our records reflect the first complaint was communicated on or around September 18, 2015. ...

As a result of that complaint, a noise violation warning notice was issued to the household on or around September 21, 2015. 
 
A second complaint was received on or around September 29, 2015 and the complainant was advised to call the police if there was in fact excessive noise that violated local ordinances and that we could only issue what is commonly referred to as a ’30-14 Notice’ (notice to cure or vacate) if there was actual evidence of a violation. 
 
Again on October 5, 2015 a complaint was received.  On October 6, 2016 the property manager inspected the property and spoke to the tenants.  The property manager did not observe any lease violations, evidence of unauthorized residents, or anything that would support the complaints received.
 
On November 30, 2015 a complaint was received mentioning smoking, vehicles with no wheels and vehicles parked on the lawn.  A representative drove by the property two hours later and observed none of the alleged complaints and the only car parked in the driveway was in good repair and had tires. 
 
On December 17, 2015 someone called to complain that there were six cars parked at the property and that the caller would be pursuing a civil action. 
 
On December 22, 2015 the owner of the property inspected the home along with the property manager and found no damage and no lease violations. 
 
On January 8, 2016 Mrs. [redacted] called and left a message for me personally.  My staff returned the call the same day where she complained of a car door slamming, lots of activity all day and night and she was advised to call the police if she felt inclined.  A noise violation warning notice was issued to the household and one of the residents immediately called our office and counter-complained that you and your family were harassing them, yelling at them, had banged on their car at one point, etc.  The tenant was advised to call the police if they felt threatened.  On January 9, 2015 a tenant sent us an email articulating their complaints in writing and saying that they had filed a police complaint against your family, etc. 
 
On January 21, 2016 we conducted the annual property inspection and found the property to be clean with no evidence of violations or unauthorized occupants. 
 
On March 23, 2016 we conducted our quarterly drive by and inspected the exterior of the property and again found no evidence of violations or anything concerning. 
 
Mr. [redacted], while I am sure your complaints have some merit, we have no evidence to support a single claim or complaint.  In fact, to the contrary, we have conducted multiple scheduled, surprise and reactionary inspections and never found any condition that gave us cause for concern.  In addition, we have sent our maintenance technicians to the property on multiple occasions and again they have not reported any problems. 
 
Encouraging our residents to live productively within their communities is a high priority for us, but unless there is evidence (and often times multiple verifiable instances) there is nothing we can do.  As we have mentioned before you should call the police if someone is breaking the law.  Or you are welcome to email us pictures/video examples of your concerns for us to investigate. 
 
As an aside, please note, that our lease agreement with the tenants is a private contract and we will choose to enforce it as and how we see fit.  Parking cars on private property or having the occasional get together is well within the resident’s right to the peaceful enjoyment of the rented premises.   
 
Finally, these tenants pay their rent on time, have always been courteous with us, report maintenance in a timely manner and have done this faithfully for the last three years without incident until this past fall.  We can only react to the information available to us and at this time that information does not warrant any further action. 
 
Again thank you for your concern and you are welcome to send us a letter or email with any future documentation. 
 
 
Kind Regards,
 
Jeremy B[redacted]