Brickstone Property Management

RE: Revdex.com Complaint ID of [redacted] In response to Ms***’s upload received Wednesday, November 29, We regret to hear that any of our valued residents are inconvenienced This is a known and very unfortunate situation – literally a once in a year situation – brought on by Mother NatureIt was handled professionally, given the circumstances and no right of self-help was authorized or legally permitted by the residentBrickstone Properties and Management prides itself in providing top notch resident service In essence, Ms [redacted] asserts that she made a request for service to septic via her tenant system reporting system on September 12th and expresses frustration about the timeliness of responseThe most serious storm to hit Jacksonville in recent memory, Hurricane Irma hit Jacksonville September 11, (just hours after the date Ms [redacted] states that she made her request)As almost everyone knows, Hurricane Irma was a historic storm of epic proportions, causing massive damage and the worst flooding the City of Jacksonville has seen in over yearsDays prior to, during and after the Storm, many in the area evacuated for their personal safety, including many contractors who handle service requestsEven though the City had shut down, Brickstone was still able to submit to one of its septic companies on September13th, the very next day, the request for serviceFurther, Ms***’s service request was of a nature specifically related to and resulting from Hurricane Irma and the resultant historic floodingMs***’s septic is handled by a private septic system which was overwhelmed by the deep floodwaters, below and above groundMany service contractors did not return to Jacksonville for weeks or return messagesSeptic contractors were backlogged for many months due to the flooding’s impact on the septic systems around JacksonvilleDespite the population shutting down or evacuating and despite the huge backlogs of septic companies in the area, Brickstone was able to utilize it’s positive relationships with contractors to locate a service vendor who was able to confirm scheduled service and visit the home on September 26th On September 26th, the contractor assessed the tank and drain field and generated a quote to repairIn order to perform the repair, the required legal permit from the City to perform the septic repair was requiredThe City was inundated with requests after the Storm and took many days to return the contractor’s call, Upon Brickstone’s repeated follto the contractor and City, the utility company finally informed the contractor that the original repair proposal needed modification and that tying in to City sewer may be a possibilityUpon further investigation with other departments in the City, it was determined that City sewer hois a possibilityThis required a modification of the proposal Brickstone resubmitted the request to the septic company on October 2nd, 2017, and the septic repair company returned with an estimate to connect the septic to [redacted] on October 4, In the meantime, the contractor was able to perform a pump-out of the tank on September 22, 2017, for which Brickstone paidThis solved the problemHowever, the resident informed Brickstone on November 6th, that the system had backed up again, despite the pump out that had recently occurredIt is not uncommon for additional pump-outs to be required, it was learned, following a flooding as large as Hurricane Irma’sTherefore, Brickstone ordered and paid for a 2nd pump-out which occurred on November 22, The tenant had not reported any issues following this second pump-outAs an ongoing matter, the contractor has informed Brickstone that as the water table returns to after the worst flood in years, the system will return to normal, but may experience minor issues which cannot be controlled In the meantime, Brickstone has been working on a basolution, replacement of the sytem, just in case the repairs become an issue againOn November 8th, onsite Brickstone Property Manager, followed up with Ms [redacted] regarding paperwork needing to be submitted to local utility company (JEA) that was sent to her for her signature and account number informationThat paperwork was received back from Ms [redacted] and submitted to the Corporate Office on November 14th, The Property Manager followed up with Ms [redacted] to inquire about past due balance on rent reminding her that per the Brickstone lease, no rent discounts are to be given to any resident who elects to call an outside vendor without prior authorization from the Corporate Office, and that her balance was due and would not be waived nor would late fees be waived December 5th, the Property Manager was on site to perform another inspection of functionality of the plumbing, as a courtesy provided to Brickstone residents who may have had recent maintenance issuesAt this time, it was determined that there were no existing plumbing backups on the property All toilets flushing properly and all tubs and showers draining properly Video evidence was taken at this to ensure accuracy Ms [redacted] has been reminded that she did not contact anyone within Brickstone Property Management that she would be staying anywhere but her residence due to septic conditions She admitted that the did not convey that to anyone A work order was put in by the Property Manager as a courtesy (residents are empowered and encouraged to submit their own written work orders) for a backed up master bathroom sink, which does not pertain to the septic tank, and Ms [redacted] was advised that all maintenance orders need to be put in via the tenant portalTen minutes after the Property Manager left the property, Ms [redacted] notified the Manager via phone that the master bathroom shower was holding water This work order was subsequently put into the system by the Manager (December 5th, 2017) and Brickstone sent certified plumbers to assess this situation within hours As you will see, the facts are very clear that Brickstone worked valiantly during one of the worst storms in City history to help this residentBrickstone has spent much time and resources and did everything it could within its control but cannot control Mother NatureBrickstone was very timely in response, given the circumstancesFurther, the resident never requested, nor would have been granted, authorization for a different contractor to come to the propertyThe resident has a right to hire who they want, but doing so is always at their own expense, as per the lease and per Florida LawMs [redacted] sought an outside vendor without the permission or approval of her landlord which is a violation of Brickstone policiesIn addition to this, Ms [redacted] never notified Brickstone Properties and Management that she was unable to occupy a portion of the homeBrickstone was responsive to resident’s service requests as we were made aware of them

RE: Revdex.com Complaint ID [redacted] In response to Ms [redacted] ’s response received Friday, January 5, 2018.Brickstone immediately offered to hang the doors for the closets in the hallway and the bedroom, to have the grass cut by a professional landscaping company, re-clean the oven, order a brand-new fridge, and install a threshold on the front door However, when presented with this response, Ms [redacted] clarified that she was actually not interested in those items and had other motivations for not fulfilling her obligationIn fact, Ms [redacted] made it clear that she did not want to move into the house after the “punch list” was completedWe have attached the ONE-TIME COURTESY CONCESSION AGREEMENT TO ALLOW TENANT TO VIOLATE LANDLORD POLICY AND/OR LEASE CONTRACT in this response, evidencing Ms [redacted] ’s full release for any additional claims in exchange for Brickstone’s waiver and concession of $9,of Ms [redacted] ’s obligation We assume Ms [redacted] is not aware of this, but it is important to put her on notice that in her making a claim for additional monies via this Revdex.com request, Ms [redacted] is in direct, legal violation of her executed Concession Agreement Brickstone’s remedy for such a serious violation includes it’s right to void the concession of $9,and pursue collection of that amount from Ms [redacted] , plus late fees and interestGiven our release of $9,540, given your decision to renege on your commitment to take the unit and our loss of the ability to rent the unit to someone else while you had reserved it for yourself, given your strange unwillingness to allow our maintenance crew to perform quickly the light punch-out work that is customary and almost always discovered during a moprocess for any rental home that is not brand new (and even brand new construction requires punch lists for move-ins), given our willingness to go above and beyond and perform extra items to your liking per your requests, and perform them quickly within a reasonable timeframe and given the unambiguous nonrefundable nature of the holding fee, we will not be making any additional accommodations to Ms [redacted] We have closed this case and will not be reviewing it further

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This message from the Revdex.com Complaint ID# *** has nothing to do with me or my case Complaint #*** please review this last response and make necessary corrections.
Regards,
*** ***

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Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000; min-height: 14.0px} span.s1 {font-kerning: none} RE: Revdex.com Complaint ID of [redacted]   In response to Ms. [redacted]’s upload received Wednesday, November 29, 2017.   We regret to hear that any of our valued residents are inconvenienced.  This is a known and very unfortunate situation – literally a once in a 100 year situation – brought on by Mother Nature. It was handled professionally, given the circumstances and no right of self-help was authorized or legally permitted by the resident. Brickstone Properties and Management prides itself in providing top notch resident service.     In essence, Ms. [redacted] asserts that she made a request for service to septic via her tenant system reporting system on September 12th and expresses frustration about the timeliness of response. The most serious storm to hit Jacksonville in recent memory, Hurricane Irma hit Jacksonville September 11, 2017 (just hours after the date Ms. [redacted] states that she made her request). As almost everyone knows, Hurricane Irma was a historic storm of epic proportions, causing massive damage and the worst flooding the City of Jacksonville has seen in over 100 years. Days prior to, during and after the Storm, many in the area evacuated for their personal safety, including many contractors who handle service requests. Even though the City had shut down, Brickstone was still able to submit to one of its septic companies on September13th, the very next day, the request for service. Further, Ms. [redacted]’s service request was of a nature specifically related to and resulting from Hurricane Irma and the resultant historic flooding. Ms. [redacted]’s septic is handled by a private septic system which was overwhelmed by the deep floodwaters, below and above ground. Many service contractors did not return to Jacksonville for weeks or return messages. Septic contractors were backlogged for many months due to the flooding’s impact on the septic systems around Jacksonville. Despite the population shutting down or evacuating and despite the huge backlogs of septic companies in the area, Brickstone was able to utilize it’s positive relationships with contractors to locate a service vendor who was able to confirm scheduled service and visit the home on September 26th.     On September 26th, 2017 the contractor assessed the tank and drain field and generated a quote to repair. In order to perform the repair, the required legal permit from the City to perform the septic repair was required. The City was inundated with requests after the Storm and took many days to return the contractor’s call, Upon Brickstone’s repeated follow-up to the contractor and City, the utility company finally informed the contractor that the original repair proposal needed modification and that tying in to City sewer may be a possibility. Upon further investigation with other departments in the City, it was determined that City sewer hook-up is a possibility. This required a modification of the proposal.  Brickstone resubmitted the request to the septic company on October 2nd, 2017,  and the septic repair company returned with an estimate to connect the septic to [redacted] on October 4, 2017  In the meantime, the contractor was able to perform a pump-out of the tank on September 22, 2017, for which Brickstone paid. This solved the problem. However, the resident informed Brickstone on November 6th, 2017 that the system had backed up again, despite the pump out that had recently occurred. It is not uncommon for additional pump-outs to be required, it was learned, following a flooding as large as Hurricane Irma’s. Therefore, Brickstone ordered and paid for a 2nd pump-out which occurred on November 22, 2017.   The tenant had not reported any issues following this second pump-out. As an ongoing matter, the contractor has informed Brickstone that as the water table returns to normal after the worst flood in 100 years, the system will return to normal, but may experience minor issues which cannot be controlled.   In the meantime, Brickstone has been working on a back-up solution, replacement of the sytem, just in case the repairs become an issue again. On November 8th, 2017 onsite Brickstone Property Manager, followed up with Ms. [redacted] regarding paperwork needing to be submitted to local utility company (JEA) that was sent to her for her signature and account number information. That paperwork was received back from Ms. [redacted] and submitted to the Corporate Office on November 14th, 2017.  The Property Manager followed up with Ms. [redacted] to inquire about past due balance on rent reminding her that per the Brickstone lease, no rent discounts are to be given to any resident who elects to call an outside vendor without prior authorization from the Corporate Office, and that her balance was due and would not be waived nor would late fees be waived.  December 5th, 2017 the Property Manager was on site to perform another inspection of functionality of the plumbing, as a courtesy provided to Brickstone residents who may have had recent maintenance issues. At this time, it was determined that there were no existing plumbing backups on the property.  All toilets flushing properly and all tubs and showers draining properly.  Video evidence was taken at this to ensure accuracy.     Ms. [redacted] has been reminded that she did not contact anyone within Brickstone Property Management that she would be staying anywhere but her residence due to septic conditions.  She admitted that the did not convey that to anyone.   A work order was put in by the Property Manager as a courtesy (residents are empowered and encouraged to submit their own written work orders) for a backed up master bathroom sink, which does not pertain to the septic tank, and Ms. [redacted] was advised that all maintenance orders need to be put in via the tenant portal. Ten minutes after the Property Manager left the property, Ms. [redacted] notified the Manager via phone that the master bathroom shower was holding water.  This work order was subsequently put into the system by the Manager (December 5th, 2017) and Brickstone sent certified plumbers to assess this situation within 24 hours.   As you will see, the facts are very clear that Brickstone worked valiantly during one of the worst storms in City history to help this resident. Brickstone has spent much time and resources and did everything it could within its control but cannot control Mother Nature. Brickstone was very timely in response, given the circumstances. Further, the resident never requested, nor would have been granted, authorization for a different contractor to come to the property. The resident has a right to hire who they want, but doing so is always at their own expense, as per the lease and per Florida Law. Ms. [redacted] sought an outside vendor without the permission or approval of her landlord which is a violation of Brickstone policies. In addition to this, Ms. [redacted] never notified Brickstone Properties and Management that she was unable to occupy a portion of the home. Brickstone was responsive to resident’s service requests as we were made aware of them.

RE: Revdex.com Complaint ID [redacted]In response to Ms. [redacted]’s response received Friday, January 5, 2018.Brickstone immediately offered to hang the doors for the closets in the hallway and the bedroom, to have the grass cut by a professional landscaping company, re-clean the oven, order a brand-new fridge, and install a threshold on the front door.  However, when presented with this response, Ms. [redacted] clarified that she was actually not interested in those items and had other motivations for not fulfilling her obligation. In fact, Ms. [redacted] made it clear that she did not want to move into the house after the “punch list” was completed. We have attached the ONE-TIME COURTESY CONCESSION AGREEMENT TO ALLOW TENANT TO VIOLATE LANDLORD POLICY AND/OR LEASE CONTRACT in this response, evidencing Ms. [redacted]’s full release for any additional claims in exchange for Brickstone’s waiver and concession of $9,540 of Ms. [redacted]’s obligation.  We assume Ms. [redacted] is not aware of this, but it is important to put her on notice that in her making  a claim for additional monies via this Revdex.com request, Ms. [redacted] is in direct, legal violation of her executed Concession Agreement.  Brickstone’s remedy for such a serious violation includes it’s right to void the concession of $9,540 and pursue collection of that amount from Ms. [redacted], plus late fees and interest. Given our release of $9,540, given your decision to renege on your commitment to take the unit and our loss of the ability to rent the unit to someone else while you had reserved it for yourself, given your strange unwillingness to allow our maintenance crew to perform quickly the light punch-out work that is customary and almost always discovered during a move-in process for any rental home that is not brand new (and even brand new construction requires punch lists for move-ins), given our willingness to go above and beyond and perform extra items to your liking per your requests, and perform them quickly within a reasonable timeframe and given the unambiguous nonrefundable nature of the holding fee, we will not be making any additional accommodations to Ms. [redacted]. We have closed this case and will not be reviewing it further.