Country Club Manor

RE: Customer Complaint # [redacted] As to the matter pertaining of their apartment being at degrees, of course they need only turn on their central air conditioning and set the thermostat to whatever they will feel the most comfortable atAs to the matter pertaining the deck repairs, we operate a large apartment complex that is currently undergoing major deck replacementsWe have replaced decks and are currently working on a stack of which includes the customer involved in the complaintFor obvious safety reasons, all patio doors from 3rd floor to 1st floor are screwed shut once the deck is removedI personally spoke with the resident on a casual basis in the pool area and let her know that the door could not be opened When my contractors moved to the front balconies to begin work on that set, they removed the balconies and secured the doorsI drove to the back lot the following day and noticed a screen door open and slats of wood on the 3rd floor balconyI immediately called my contractors and asked them why they had placed the screen on the 3rd floorI was told that the resident had come to them the previous day and argued with them for at least minutes telling them that the manager was dishonest and could not be trusted among other things and insisting that the screen door be put back upThey were very uncomfortable with the whole situation and told her they would see what they could do for herI called the owner of the company and we decided that I would call the City the next day and have them come out and inspect the screen and wood safety feature and if it was approved we would leave itI called my contractor back and told him of the plan and he made the decision to just remove it completelyMy concern was for the safety of the resident and making sure that we were in compliance with the CityMy contractors apologized for not speaking with me on this matter before taking actionClearly as the representative for the company, resident complaints should be addressed to me and not my contractorsBut that’s not the issue Again, if the City Inspections department approved the “workaround” with the wood slats and screening, I would be OK with it tooI just don’t want any residents—or their guests—accidentally falling two stories to the ground belowAs to the matter pertaining to the lease, we did not renew the leaseIt was not an eviction notice we just chose not to renewWhen the resident sent me the email asking about the removal of furniture from the balcony and what they needed to do regarding the lease I did not respond via email because we discussed it in personShe informed me that they were most likely not going to renew because they were actively looking for a new home in Arizona and were waiting to find out if the inspection of the new home would be approvedI told her that I would be sending out a letter as we got closer to the date because they only needed to give a day noticeI sent them a letter on 3/stating that we would not be renewing their lease beyond July Their lease actually expires June however because their original Lease end date was July the previous year I thought it would be nice to add that additional days if they needed itWe have no intention of retaining their deposit unless they have damaged the apartment in some way beyond wear and tearIn the years that I have been the resident manager here, there was only one other instance of a former employee where we did not renew the lease so I am not sure where she received her information of “why so many people are evicted.” As to the matter regarding repairs, Maintenance has made several attempts to take care of the leaky window only to be told it is not convenient and that she is very allergic to paint fumesShe was told to please contact the office and reschedule at a time that would be convenient for herAs to the matter regarding garage parking and storage, having garage spaces this is a constant battle for me to keep everyone in complianceThey are certainly not the only ones who have received letters about the garagesAs a matter of fact over the past two and a half weeks I have sent almost letters with photos for residents to immediately comply with the house rules or fines will be implementedThis may seem harsh but the City is very emphatic about the clutter of various items in and around the garage stalls, especially if they are flammableIt is my priority to treat everyone fairly and I take this complaint very seriouslyUnfortunately in this business some may take things personally and you cannot always be liked by everyoneI have done what I can to make this resident feel welcome and I have complied with all of the requests that have been reported to me including taking down air fresheners in the hallways that other residents enjoyed, just so as to try to accommodate this resident’s allergiesI hope this answers any questions and or concerns you may have regarding this complaintCC Manor LLC [redacted] West St Paul MN Lee [redacted]

RE: Customer Complaint #[redacted] As to the matter pertaining of their apartment being at 90 degrees, of course they need only turn on their central air conditioning and set the thermostat to whatever they will feel the most comfortable at. As to the matter pertaining the deck repairs, we operate a...

large apartment complex that is currently undergoing major deck replacements. We have replaced 36 decks and are currently working on a stack of 3 which includes the customer involved in the complaint. For obvious safety reasons, all patio doors from 3rd floor to 1st floor are screwed shut once the deck is removed. I personally spoke with the resident on a casual basis in the pool area and let her know that the door could not be opened.  When my contractors moved to the front 3 balconies to begin work on that set, they removed the balconies and secured the doors. I drove to the back lot the following day and noticed a screen door open and slats of wood on the 3rd floor balcony. I immediately called my contractors and asked them why they had placed the screen on the 3rd floor. I was told that the resident had come to them the previous day and argued with them for at least 30 minutes telling them that the manager was dishonest and could not be trusted among other things and insisting that the screen door be put back up. They were very uncomfortable with the whole situation and told her they would see what they could do for her. I called the owner of the company and we decided that I would call the City the next day and have them come out and inspect the screen and wood safety feature and if it was approved we would leave it. I called my contractor back and told him of the plan and he made the decision to just remove it completely. My concern was for the safety of the resident and making sure that we were in compliance with the City. My contractors apologized for not speaking with me on this matter before taking action. Clearly as the representative for the company, resident complaints should be addressed to me and not my contractors. But that’s not the issue.  Again, if the City Inspections department approved the “workaround” with the wood slats and screening, I would be OK with it too. I just don’t want any residents—or their guests—accidentally falling two stories to the ground below. As to the matter pertaining to the lease, we did not renew the lease. It was not an eviction notice we just chose not to renew. When the resident sent me the email asking about the removal of furniture from the balcony and what they needed to do regarding the lease I did not respond via email because we discussed it in person. She informed me that they were most likely not going to renew because they were actively looking for a new home in Arizona and were waiting to find out if the inspection of the new home would be approved. I told her that I would be sending out a letter as we got closer to the date because they only needed to give a 60 day notice. I sent them a letter on 3/29 stating that we would not be renewing their lease beyond July 31. Their lease actually expires June 30 however because their original Lease end date was July 31 the previous year I thought it would be nice to add that additional 30 days if they needed it. We have no intention of retaining their deposit unless they have damaged the apartment in some way beyond normal wear and tear. In the 4 years that I have been the resident manager here, there was only one other instance of a former employee where we did not renew the lease so I am not sure where she received her information of “why so many people are evicted.”  As to the matter regarding repairs, Maintenance has made several attempts to take care of the leaky window only to be told it is not convenient and that she is very allergic to paint fumes. She was told to please contact the office and reschedule at a time that would be convenient for her. As to the matter regarding garage parking and storage, having 140 garage spaces this is a constant battle for me to keep everyone in compliance. They are certainly not the only ones who have received letters about the garages. As a matter of fact over the past two and a half weeks I have sent almost 70 letters with photos for residents to immediately comply with the house rules or fines will be implemented. This may seem harsh but the City is very emphatic about the clutter of various items in and around the garage stalls, especially if they are flammable. It is my priority to treat everyone fairly and I take this complaint very seriously. Unfortunately in this business some may take things personally and you cannot always be liked by everyone. I have done what I can to make this resident feel welcome and I have complied with all of the requests that have been reported to me including taking down air fresheners in the hallways that other residents enjoyed, just so as to try to accommodate this resident’s allergies. I hope this answers any questions and or concerns you may have regarding this complaint. CC Manor LLC [redacted] West St Paul MN 55118 Lee [redacted]