---------- Forwarded message ----------From: Kathryn E*** Date: Fri, Aug 26, at 4:PMSubject: Revdex.com complaint ID *** APT#***To: "***@cleveland.Revdex.com.org" Cc: Kathryn E*** Revdex.com
Euclid Ave, 4th FloorCleveland, OH 44115-2408 Dear Ms***: *** Butternut Ridge Apartment’s is in receipt of the complaint referenced and attached herein above and woud like to provide the following information in regards to the same and in response thereof. With regards to Ms*** M specific complaint: 1) Dryer/electrical issue: a Our records indicate that a service request was created on 02/18/for the dryer lint trap damaged/broken and to check electrical issues because bulbs kept blowing out#***, with entry notes saying ‘enter at any time’b There is nothing written/documented to reference a specific appointment time, but when asking the staff- they seem to recall an apt at 12pm for her apartment home and conversing with her after; communicating to her , that if she had an appointment setup, she wouldn’t necessarily have received a call ahead.c Remarks on the service request show that it was completed advising: clothes were stuck down under lint filter inside dryer enabling it to fit back in placeRemoved items and it fit fine, checked electrical- found no issuesd Shows completed 02/22/ See attached REMEDY: request that the resident notify the leasing office/staff of the need for a specific time for repair/requests and the need for her to be there.2) Entering without notification:a Our records reflect that a letter was sent to the claimant on 06/13/by our office stating that we would be entering on 06/14/in order to perform semi-annual inspections.This is completed biannually for each property of *** Our records indicate that the semi-annual inspection was completed on 06/14/with a note that states the claimant has an unregistered dog living in her apartment home See attachedOur standard semi-annual item checklist was completed and all items were functioning accordinglyIt is a possibility that her smoke detector could have started beeping after the batteries were replaced REMEDY: request that the resident notify the leasing office/staff of the need for a specific time for repair/requests and the need for her to be there.3) Pool instance:a It is our policy to require that all residents must be years or older to use the pool facilities or be accompanied by an adult resident(our pool sign states the year age requirement) The Pool Monitor has a print out of all registered residents and because the visiting year old was not a resident or registered as an occupant, he did not permit them to utilize the pool area. There is no record of the claimant/resident calling the office to discuss this situation, nor any voicemails on the community messages.REMEDY: have the complainant/resident complete and return the attached Occupant Information Form for the year old staying with her and return it to the officeThis way, her daughter would be permitted to be supervised by the adult in question and that person would be registered in the office as per the lease requirements.4) Rental decrease/ lease renewal:a Our records indicate that the claimant/residents renewal options were sent out to her on 07/23/for her lease expiring 10/31/ Our records further indicate that she renewed her lease on 08/11/for an increased rent of $versus her previous rent of $ See attached The office received no communication, verbal, written or otherwise of the clamant/residents issue (dissatisfaction) with the renewal rateThere are no forced renewals REMEDY: *** Butternut wants it’s residence to feel welcome and satisfied To this end, we are offering to void the new lease of 08/11/and enter into a six (6) month lease at the old rate of $1,188.00, in exchange for a signed agreement stating that the resident will not share the terms of this settlement with anyone other than her attorney or accountant 5) Ceiling leak:a Our records indicate that there was a service request #created on 08/10/for the downstairs bathroom leakingEnter notes state: Call before enteringb Records indicate leak was repaired and the request was closed out on 08/22/after a multi-step process.c No complaints were reported as of yet or complaints of anyone entering without permission See attached Please advise if the proposed remedies are acceptable and how best to proceed *** *** Corporation and *** Butternut Apartments strives for customer satisfaction and we believe we have proposed and done everything possible to correct the issues experienced by the Claimant. Thank you for your time and attention to this matter. Should you have any further questions or concerns, please contact me at 630.240.3501.Kathryn Kathryn R***, JD, MBACounsel for *** *** CorporationCommerce Dr, Ste 100Oak Brook, IL 60523 *** *** ** *** ** *** **
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We have spoke with [redacted] and agree to allow her to terminate her lease early and without penalty. She is happy with this solution to her request and we consider this concern to resolved.Sincerely,Lecia [redacted]VP of Operations
---------- Forwarded message ----------From: Kathryn E*** Date: Fri, Aug 26, at 4:PMSubject: Revdex.com complaint ID *** APT#***To: "***@cleveland.Revdex.com.org" Cc: Kathryn E*** Revdex.com
Euclid Ave, 4th FloorCleveland, OH 44115-2408 Dear Ms***: *** Butternut Ridge Apartment’s is in receipt of the complaint referenced and attached herein above and woud like to provide the following information in regards to the same and in response thereof. With regards to Ms*** M specific complaint: 1) Dryer/electrical issue: a Our records indicate that a service request was created on 02/18/for the dryer lint trap damaged/broken and to check electrical issues because bulbs kept blowing out#***, with entry notes saying ‘enter at any time’b There is nothing written/documented to reference a specific appointment time, but when asking the staff- they seem to recall an apt at 12pm for her apartment home and conversing with her after; communicating to her , that if she had an appointment setup, she wouldn’t necessarily have received a call ahead.c Remarks on the service request show that it was completed advising: clothes were stuck down under lint filter inside dryer enabling it to fit back in placeRemoved items and it fit fine, checked electrical- found no issuesd Shows completed 02/22/ See attached REMEDY: request that the resident notify the leasing office/staff of the need for a specific time for repair/requests and the need for her to be there.2) Entering without notification:a Our records reflect that a letter was sent to the claimant on 06/13/by our office stating that we would be entering on 06/14/in order to perform semi-annual inspections.This is completed biannually for each property of *** Our records indicate that the semi-annual inspection was completed on 06/14/with a note that states the claimant has an unregistered dog living in her apartment home See attachedOur standard semi-annual item checklist was completed and all items were functioning accordinglyIt is a possibility that her smoke detector could have started beeping after the batteries were replaced REMEDY: request that the resident notify the leasing office/staff of the need for a specific time for repair/requests and the need for her to be there.3) Pool instance:a It is our policy to require that all residents must be years or older to use the pool facilities or be accompanied by an adult resident(our pool sign states the year age requirement) The Pool Monitor has a print out of all registered residents and because the visiting year old was not a resident or registered as an occupant, he did not permit them to utilize the pool area. There is no record of the claimant/resident calling the office to discuss this situation, nor any voicemails on the community messages.REMEDY: have the complainant/resident complete and return the attached Occupant Information Form for the year old staying with her and return it to the officeThis way, her daughter would be permitted to be supervised by the adult in question and that person would be registered in the office as per the lease requirements.4) Rental decrease/ lease renewal:a Our records indicate that the claimant/residents renewal options were sent out to her on 07/23/for her lease expiring 10/31/ Our records further indicate that she renewed her lease on 08/11/for an increased rent of $versus her previous rent of $ See attached The office received no communication, verbal, written or otherwise of the clamant/residents issue (dissatisfaction) with the renewal rateThere are no forced renewals REMEDY: *** Butternut wants it’s residence to feel welcome and satisfied To this end, we are offering to void the new lease of 08/11/and enter into a six (6) month lease at the old rate of $1,188.00, in exchange for a signed agreement stating that the resident will not share the terms of this settlement with anyone other than her attorney or accountant 5) Ceiling leak:a Our records indicate that there was a service request #created on 08/10/for the downstairs bathroom leakingEnter notes state: Call before enteringb Records indicate leak was repaired and the request was closed out on 08/22/after a multi-step process.c No complaints were reported as of yet or complaints of anyone entering without permission See attached Please advise if the proposed remedies are acceptable and how best to proceed *** *** Corporation and *** Butternut Apartments strives for customer satisfaction and we believe we have proposed and done everything possible to correct the issues experienced by the Claimant. Thank you for your time and attention to this matter. Should you have any further questions or concerns, please contact me at 630.240.3501.Kathryn Kathryn R***, JD, MBACounsel for *** *** CorporationCommerce Dr, Ste 100Oak Brook, IL 60523 *** *** ** *** ** *** **
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We have spoke with [redacted] and agree to allow her to terminate her lease early and without penalty. She is happy with this solution to her request and we consider this concern to resolved.Sincerely,Lecia [redacted]VP of Operations