CLEAR Property Management

Thank you for your e-mailWe have reviewed your concerns and see that we have responded to your concerns and [redacted] has approved all of our repairs and action itemsAt this time we will not be reimbursing as we have addressed each concern in a timely manner and continue to do soPlease contact onsite management with any further issues and we will address them with youSincerely, [redacted]

We have spoken to the resident and have resolved this issueShe is satisfied now and has resigned her lease

Complaint: [redacted] I am rejecting this response because: Thank you for the understanding and your willingness to work with me on this matter It is my understanding that [redacted] from [redacted] has been in touch with my [redacted] and that you all have agreed to let me out of my lease as of 31Aug My personal goal is to move out on 26Augand to be able to work with Kenton Place to put this issue to rest I'm requesting a written statement that this issue has been taken care of Thanks again for your concern in this matter Regards, [redacted] ***

We are currently auditing [redacted] 's file and will be communicating with her shortly with their findings

Complaint: ***
I am rejecting this response because:
The only reason I'm rejecting this response is because the only other option was to "accept" the response which would resolve the complaint The message that *** *** sent contains accurate information however I do not consider this complaint resolved yet as a resolution is still in progressOnce it is resolved I will resolve it with the Revdex.com
Thank you,
*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Why did *** *** respond to my complaint then if this has nothing to do with PPA Group? This complaint is not about Heights at Midcrown. It's in regard to Kenton Village Apartments at *** *** ** *** *** ** ***. According to your website PPA Real Estate Management (REM) is a subsidiary of PPA Group. I have copied and pasted the information from your own website below. If PPA Group formed PPA Real Estate Management "to serve as the property management company for the PPA Group's real estate holdings and to conduct third-party fee management business" then this complaint is about both PPA Group and PPA Real Estate Management. If PPA Group, the parent company does not care about the resolution of this situation then how can I expect PPA Real Estate Management, the subsidiary, to care
Here is the article on your (PPA Group) website regarding PPA Real Estate Management:
*** Lee-Wen is the President and CEO of The PPA Group, LLCSince 2002, *** has executed over $million in transactions, acquiring, managing, and repositioning commercial property across the United StatesIn 2004, *** formed The PPA group, LLC in Seattle, Washington doing business as a multifamily real estate investment companyThe company is now headquartered in Austin, Texas and also serves as a holding company for The PPA Group family of companiesHe has a unique investment philosophy which involves evaluating and taking advantage of opportunities where superior risk-adjusted returns can be realizedThis approach has allowed The PPA Group to realize tremendous returns on investments
Through founding The PPA Group, *** has been able to combine his investment experience and philosophy with the creative talent required to renovate and reposition properties*** brings an extensive knowledge in property assessment and transaction due diligenceHe has created a standardized internal analysis system to effectively evaluate investment properties which has enabled The PPA Group to streamline the process of acquiring profitable real estate investments
In 2008, *** formed a subsidiary company called PPA Real Estate Management (REM) to serve as the property management company for The PPA Group's real estate holdings and to conduct third-party fee management businessPPA REM currently manages a diverse portfolio of multifamily properties*** takes pride in investing not only in properties, but also in the communities and families that reside at the company’s properties
*** is a seasoned entrepreneur having started and run several companies since the mid-1990sHis networking and speaking skills have propelled the company forward very quicklyHe is actively involved in board positions and guidance committees of many private and public initiatives nationwide
"When I founded The PPA Group, I wanted to create investment opportunities normally reserved for the very wealthy and large institutions but make them available to discerning individual investorsOur principles, people, and properties have made that dream possible."
Regards,
*** ***

This is *** ***- Since Ms*** *** has singled me out, it is necessary that I respond Ms*** first contacted me on June 13th at 4:pm regarding her air conditioner, to which I immediately responded to the Property staff and their supervisor, *** As is obvious in
the email attached, my correspondence with Ms*** was cordial, polite and respectful to this Resident I later learned that there have been significant difficulties with this particular resident over multiple years and at more than one of our properties.
Ms *** has become an expert at playing the system, stretching the truth, thwarting repairs, damaging property and misrepresenting the whole truth in order to engender support from unknowing higher levels in the chain of command Ms*** did call me at my office on Tuesday June 17th and I did not return her call as I was touring property in Houston all that day She called me the next morning to accuse me of ignoring her I did inform Ms*** that I would prefer not to be placed in a position of having to relay every detail of her repairs, as I do lead a company of other Residents It is best that a person in my position not micromanage over my direct reports. I felt that I was being lied to by Ms***I did inform Ms*** that she needed to move out Although it became difficult to communicate with Ms*** because she did not listen to me, she only wanted to vent and yell at me, I did not ever yell back at her

This complaint is against PPA Real Estate Management and not PPA GroupThe PPA Group does not manage The Heights at Midcrown apartments nor does it have interact with tenants thereThis should be removed from PPA Group's Revdex.com history and file

In response to the complaint from Ms. [redacted],
We love our [redacted] in [redacted] and will go beyond the call of duty to keep them happy.  In the case of Ms. [redacted] perhaps we were confused as she presented us with 2 notices that are attached.  The office was then told that she would...

be staying at Ft. Sam however she wanted to move to another community in [redacted].  The [redacted] Clause clearly states change of station orders will release our [redacted] personnel from the lease contract not base housing or just to make a move.  The manager has made numerous attempts to contact the commanding officer at Joint Base with no success.  If Ms. [redacted] is indeed going to North Carolina as per the [redacted] and not making a move within [redacted] we have not problem releasing her from the current lease contract. 
Sincerely,
[redacted]
** of [redacted]
Clear Property Management

Please continue to work with [redacted].
Sincerely,
[redacted]
** of [redacted]
Clear Property Management

The manager of Kenton Apts and Myself are working with Ms. [redacted] to remedy the problem with the Air Conditioning.  We have had 2 professional Air Conditioning companies look at the problem and are unable to find a problem.  We have installed a lock cap on the Freon valve for added security and will continue to work the issue until the matter is remedied.
[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you for the understanding and your willingness to work with me on this matter.  It is my understanding that [redacted] from [redacted] has been in touch with my [redacted] and that you all have agreed to let me out of my lease as of 31Aug2014.  My personal goal is to move out on 26Aug2014 and to be able to work with Kenton Place to put this issue to rest.  I'm requesting a written statement that this issue has been taken care of.  Thanks again for your concern in this matter.  
Regards,
[redacted]

We have spoken to the resident and have resolved this issue. She is satisfied now and has resigned her lease.

Thank you for your e-mail. We have reviewed your concerns and see that we have responded to your concerns and [redacted] has approved all of our repairs and action items. At this time we will not be reimbursing as we have addressed each concern in a timely manner and continue to do...

so. Please contact onsite management with any further issues and we will address them with you. Sincerely, [redacted]

We are currently auditing [redacted]'s file and will be communicating with her shortly with their findings.

Complaint: [redacted]
I am rejecting this response because:
First of all, thank you for responding to my complaint.  The reason I am rejecting the response is because the information provided in the response is not accurate and because the response had nothing to do with my complaint.  I have attached my written account of everything that has happened in regard to my AC not working.  Also, I want to let you know that as of yesterday afternoon, 6/18/14, my AC is working.  I was told that on 6/17/14 the Freon was filled up again; as a result, my AC is working again.  Thank you for that.
The first time I entered into a lease agreement with any PPA Group property was June 20, 2013 with The Heights at Midcrown at 8000 Midcrown Dr San Antonio, TX 78218.  So for [redacted] to say that I have been a problem resident over “multiple years” is a false accusation.  During my time at the Heights at Midcrown I was unhappy with the area the community was located in so I called the property manager, Lisa, and asked if they had any other properties and if I would be allowed to transfer.  She contacted her Regional Manager, [redacted], and then called me back.  She told me, "Since you have been such a great resident and have never been late with rent, we have approved your transfer.”  I moved out of that apartment on November 29th, 2013 and moved into Kenton Village Apartments at [redacted] the same day.  When I moved out my deposit covered any normal wear and tear to the apartment.  There was no substantial damage to the apartment.  I have attached the move out condition invoice provided to me by The Heights at Midcrown as proof that there was no damage to the apartment.  The things included in the charges which were applied to my deposit were as follows: drip pan replacement, carpet cleaning, routine housekeeping fee, and my final water bill charge.  None of these items can be classified as "damage" as Mr. [redacted] stated.  If there were damages to any apartment I've lived in owned by PPA group, there is no evidence of this.  Also, to say that I am "thwarting" upper management against each other is an accusation of which there is no proof.  In my written account of events you will see that the first time I contacted management regarding my AC not working was 5/22/14.  I contacted management 5 times in total before contacting anyone else for assistance.  After I contacted management at the property 5 times with no resolution I believed that contacting someone else to assist me was my only option.  I should never have had to contact management 5 times about the same issue.  As of today I contacted some form of management 10 times, per my written account and my phone records, regarding my AC not working.  Again, as of yesterday afternoon, 6/18/14, my AC is working therefore, it is fair to say that it took management 27 days to provide me with consistently working AC.  This is not acceptable to me and I would imagine this is not the way that PPA Group wants to manage a business.  I paid my rent for June 2014 on time (on 6/3/14) even though at that time I had not had working AC since 5/22/14, which is 12 days.  I never gave anyone a hard time regarding this.  Every single time I called regarding my AC I was cordial and accommodating.  I did not seek help from anyone else until the problem persisted for 20 days (5/22/14 - 6/11/14).  I think this is a MORE than reasonable amount of time to give management to fix the issue.  Per the original complaint filed with the Revdex.com, I am requesting that PPA Group release me from any responsibility to my lease and pay for my moving expenses, which include, but are not limited to, moving company, deposits for a new apartment, first month's rent, administrative fees and application fees.  I will need until the end of July 2014 to move out.  I believe this is a reasonable amount of time to give someone to move out.  In addition, I am also requesting to be reimbursed for my CPS bills because they are directly related to my AC running 24 hours per day, yet not cooling my apartment.  Also, the window unit that management installed in my apartment on 6/13/14 has been running constantly to try to keep the apartment cool which has also caused more electricity to be used.  I will be sending a certified demand letter to Kenton Village Apartments regarding this by 6/22/14.
In regards to [redacted], as the President of the company, in his response to my complaint, he did not address my concerns one time.  The only thing he did was make accusations and attempt to defile my character.  I hope this is not how PPA Group wants to represent itself.  I have spent countless hours dealing with management, doing research regarding my rights as a tenant, contacting numerous entities to assist me, sending emails, keeping record of the events leading up to today, etc.  I should have never been put into this situation where I feel that these are the necessary actions I need to take.  I have a full time job and a part time job.  The last thing I want to do is continue to deal with this issue.  It is very unfortunate that when contacting upper management I am afforded no assistance in this matter.   Per this letter, my written account of events and my initial complaint I have given PPA Group numerous opportunities to make this situation right.  I am not asking to be given any special treatment.  I am only asking to be treated the way I would treat a customer of my own who has been through what I have with PPA Group.
Finally, I'd like to provide this food for thought.  What would you do if I was one of your family members, who lived at a property owned by another management company, had been without AC for 27 days?  Would you make accusations at your family member and attempt to defile their character?  No!  You would do everything in your power to help your family member and make sure he/she was being treated fairly.  I expect nothing less.
Regards,
[redacted]