Brighton Colony Townhomes

I received a letter on July 13, regarding Complaint ID [redacted] Please accept this as myresponse to that complaintThank you for your patience while I was out of the office last week.As you know- the resident contacted me to have some repairs done in her townhouseAt that time, I explained that we don't do appointments as we do the service calls in order and if an emergency comes are then unable to meet the appointed timeThat was the case withher scheduled appointmentThe resident had broken the window while attempting to open itto clean itA technician went over- after she gave permission for him to go in- and secured her windowIt has been checked twiceOur Superintendent has said it is locked and secure.A misunderstanding between her description and the technician's led me to understand the glass was broken- it was not- it was the bottom piece that actually locks.Our window replacement vendor was called to see if he could locate the part- it took sometime as the windows are off market windowsHe located the part and it was explained to the resident that we would order the part as soon as she confirmed her willingness to pay for the damaged pieceMy last conversation with the resident- via email- was that she was refusingto pay the damagesI believe, however, that we are ordering the replacement anyway and billing back the resident as per her lease.Regarding trash- There was a TV -large projection screen in back that we had been made aware ofAs I explained to the resident our maintenance staff was severely under-staffed as wehad someone leave and we were down technicians once we acquired Brighton Colony (Juneis when we received the keys for the property)Our priority was to ensure that all theresidents had working AC units and that service calls were being prioritized and taken care offirstOnce we were able- we removed the television as it was never our intention to notremoved it- we were just hoping for some patience and understanding regarding our unfortunate lack of staff.I hope this explains and rectifies the complaint.Jan [redacted] Property Manager [redacted] Brighton Colony Townhomes

I received a letter on July 13, 2016 regarding Complaint ID [redacted]. Please accept this as myresponse to that complaint. Thank you for your patience while I was out of the office last week.As you know- the resident contacted me to have some repairs done in her townhouse. At that time, I explained...

that we don't do appointments as we do the service calls in order and if an emergency comes up-we are then unable to meet the appointed time. That was the case withher scheduled appointment. The resident had broken the window while attempting to open itto clean it. A technician went over- after she gave permission for him to go in- and secured her window. It has been checked twice. Our Superintendent has said it is locked and secure.A misunderstanding between her description and the technician's led me to understand the glass was broken- it was not- it was the bottom piece that actually locks.Our window replacement vendor was called to see if he could locate the part- it took sometime as the windows are off market windows. He located the part and it was explained to the resident that we would order the part as soon as she confirmed her willingness to pay for the damaged piece. My last conversation with the resident- via email- was that she was refusingto pay the damages. I believe, however, that we are ordering the replacement anyway and billing back the resident as per her lease.Regarding trash- There was a TV -large projection screen in back that we had been made aware of. As I explained to the resident our maintenance staff was severely under-staffed as wehad someone leave and we were down 2 technicians once we acquired Brighton Colony (June14 is when we received the keys for the property). Our priority was to ensure that all theresidents had working AC units and that service calls were being prioritized and taken care offirst. Once we were able- we removed the television as it was never our intention to notremoved it- we were just hoping for some patience and understanding regarding our unfortunate lack of staff.I hope this explains and rectifies the complaint.Jan [redacted]Property Manager [redacted] Brighton Colony Townhomes