Crawford Hoying Real Estate Services, LLC

Dear Miss [redacted] , Thank you for sending in your concerns about one of our communitiesAs you can see Crawford Hoying holds an A+ rating with the Revdex.com, and takes our customer service and the customer experience very seriousThe Director of Operations has had a chance to review your concernsPlease see her findings belowOn Wednesday, September 14th the Remington Station staff was escorted by Police in order to complete 1) Replacement of foggy windows 2) Remove a rust stain from the bathtub 3) Clean the dishwasherThe safety of our employees became a concern after Miss [redacted] 's abusive, verbal behavior on 9/12/Miss [redacted] signed off her approval of the work with the Police Officer and to our knowledge she does not have any apartment home concerns at this time8/12/- Miss [redacted] moved in.9/02/- Miss [redacted] was given a note about her trash issue.9/9/- Miss [redacted] referred a friend who moved into Remington StationWork Orders called in by Miss [redacted] below.8/15/- No hot water in kitchen sinkRepaired 8/16/Bedroom and Dining Room windows have condensation in the middle of them8/16/called for special order windowsWill take several weeks to come in.8/29/- Toilet cloggedSnaked toilet to find feminine products that caused the clogComplete 8/31/16.9/12/- Did not realize she had a dishwasher after days of moving in and said it was dirtyComplete 9/14/as we needed to schedule the Police escortRemove Rust spot from tubComplete 9/14/as we needed to schedule the Police escortPlease see attached documentationWe would like to offer Miss [redacted] the release of her lease without penalty and wish her all the best in the futureThank you

Im as confuse as you on why my current request is in this respondMy current request has nothing to do with my previous issue I hadSo I don't see your point of attaching my requestMaybe you need to touch base on why I had to wait hr for emergency maintiance to come turn my power on last night while me and my year old was sitting in the dark? Given the serious lack of courtesy from your company you should of started off with an apology instead of trying to play the blame game If my apartment was ready to move in as it should've been since I was unable to view it before moving in then I shouldn't of have any type of issueBut the email I received clearly shows how disrespectful this company is the fact that you indicate that police would be attending for staff safely is funny to me.And I would like to see a video of the type of behavior I had towards your staff since accusation was made about me lolI was the one who came home to a gas range left on in my house Also I never went on social media I gave your company a review on apartment.com which I stand by and will not change.I have not made any Accusation?? it's FACTSI clearly have pictures of dirty Windows and dishwasher and Rusty stains in my bathroomI guess I needed to suffocate from carbon dioxide to have proof gas was left on in my apartmentI also do not tolerate being disrespected and treated unfairly.And also I find it funny that I was told my windows was on back order but since I leave a bad review and file complain with the Revdex.comMy windows will be replace.( which isn't new windows but, better then once that was there in the first place) Im sorry I will not tolerate being made a fool of when I'm paying for a service from your companyI will also keep all email to show .The lack of empathy and disrespect your company had towards me and my issuesMaybe someone needs to teach your Director of operation to respond to customer complains properly.because the email I receive was totally disrespectful!! And a disgrace to your companyYour staff except Jennifer knows what customer service is maybe y'all need to learn from her what customer service is! Or maybe she needs to have your job

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me It is sad that this company has to lie so much to its customersAnd being located in Dublin, Ohio they truly don't know what's going on they only go off what Ann tells them is happeningI tried to talk to Ann but like she screams at me and doesn't know how to use a phone when I called up there she never answersTo get a true understanding of how bad she is someone needs to come down here and watch

We have been in contact with Ms [redacted] and have come to an agreement on a resolution to the issues that she experienced while a resident at our community Some miscommunication occurred and we have since adjusted her account and notified all necessary and involved parties of the mistake We appreciate Ms [redacted] 's patience while dealing with this issue Please let us know if you need anything else from us Thank you

This company has yet to one take responsibility for there actionsMy apartment clearly had serveral issues that should of been address before I move in since I was told that was the reason I wasn't able to see the apartmentNow I will admit Jennifer has handle all of my prior issues that I brought up too herNow when I file my complaint with this company I never received an apology instead they have try to twist the issue and make it seem that I am an irate customerWhen In fact I have all the rights to be upset that I had dirty dishwasher that was never clean nasty stain windows that I can hardly see out of and rusty spot in my bathroomNow when I went into the office I was calm until the manager pointed her hand at me like I was a dog telling me I need to get out because I had to use profanity I didn't use profanity at her then when I was ready to walk out of the office she walked after me telling me am I really going to escrow my rent because of a dishwasher that's when I stand up and I told them yes I am going to escrow my *** rent because of this nasty dishwasher due to the simple fact that this company I think that it's OK for them not to complete the service that they should've done before me moving in and they should be ashamed I would like to see the videos are camera whatever this company have of me being abusive to the manager or anyone else these are accusation due to the fact that someone left gas on in my apartment and this company has yet to show any empathy to my situation no one has apologize to me in fact I got a nasty email from the operation of directorI'm also happy that the officer was there because he can see that I wasn't the irate customer that this company is trying to make me out I was very polite to the people who enter my home as I have always been as accustom this company is the first company I gave a bad review on website and do not regret it Now since they have offered twice to release me out of my lease sure I will move out as long as they return all the money that I paid moving in the apartment and all moving expenses as well as the rent I have paid so far.they can find me a an apartment with all the amenities that I have now.they can also hire moving trucks and movers to move my stuff now if this company will not do that then no I will not be moving out of my apartment .they will appoint me someone that I can contact if I have any issues while I am living in this apartment complexthis is the email that was send too me as you can see no no sympathy no empathy no apologies just pointing fingers and trying to make me out to be the bad person......Miss ***, Given the very serious nature of your email below and all the social media you have decided to post, I ask that all communication regarding your home at Remington Station come directly to me moving forward through email and NOT directed to my team on site.It is my understanding that you will be home tomorrowI will be sending a cleaner over to clean your dishwasherI will be sending our maintenance team member's over to replace glass in windowsAll of my team member's as well as the vendor will be escorted by a Courtesy Officer (Police Officer) for their safetyWe do not tolerate the type of behavior that occurred in our place of business and take these type of accusations you have put in writing very seriously. At this time we would also like to allow you out of your lease at no charge.Thank you for your time

This complaint was reviewed by The Director of Operations for Crawford Hoying and listed below is what we figured out. The complaint was very difficult to understand, but in the end we believe this customer was upset for being charged rent while living at Sawmill Ridge. Miss *** moved
into Sawmill Ridge on June 10th, and signed a lease through September 2nd, 2016. She seemed to stay current on her rent until recently, where she was late with rent different months. I believe Miss *** is disputing paying her March rent, as well as the balance of one past late fee, and her gas bills for a total $1,190.24. Miss *** PAID $1,on line on 3/16/16, BUT her payment was returned and marked non-sufficient funds by her bankHer account was then charged an additional $25, which is our companies NSF fee making her account total $1,At this time she received a day notice for non-payment and Miss *** left because she could no longer afford the home any longerWhen a customer moves on their own this does help by not having an eviction on their record, but they will still owe their current balance. Per Miss ***'s lease clearly states she was responsible for rent through September 2nd, This would have been more additional months of rent. We have since re-rented Miss ***'s home to help her in this situation and decided to only charge her for the month of March that she lived there. I do not understand the $dispute? We have already released Miss *** of months of rent, which would have totaled $3,745.00. She clearly owes her current balance and we wish her all the bestPlease find attached her lease, ledger, and 3-day notice. Thank you

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

The Director of Operations has reviewed this complaint and left a message with Miss *** on July 20th in hopes of setting up a meeting. After reviewing this very unfortunate situation of what happened to Miss ***, it is very clear most comments made in this statement have come from
miscommunication.We also will be offering Miss *** the opportunity to be released from her lease without penaltyThe words she has chosen to use about Crawford Hoying employees is not how any customer should feelWe pride ourself on great customer service, and never want a customer to live at one of our communities feeling this wayOur goal is to help Miss *** in clearing up her concerns and that she continues living with us as a valued customerWe welcome her help in putting together a form of communication to all our customers. Thank you

The Director of Operations was contacted about this complaintPlease see her findings below.First and most important we greatly apologize that Mr*** thought a general community letter ONLY went to himThe letter was sent to all homes at Alkire Glen as a rental payment reminder
letterCommunity reminder letters to our residents are something very common at all of our communitiesThe facts of the lease were copied and we thanked those following the rules. The Community Manager of Alkire Glen tried to contact Mr*** on 1/23/to help him understand the letter and walk him through his lease againMr*** refused to talk to herThe Community Manager was able to talk to a friend of Mr***'s, so that the friend could try and help him understand the letter and his lease.We have copied the last section of the letter, copied a section from page of Mr***'s lease, as well as attached the full letter and Mr***'s full lease. Last section of the community letter ***Thank you in advance for your cooperationWe encourage you to stop in the office or call with any questions or concerns that you may haveWe value each and everyone one of you as a resident with us at Crawford HoyingWe would like to thank those that have followed the lease payment processAs for those that have forgotten what the lease payment process reads this is your friendly reminder once again that rent is due on or before the first of every monthSection of Mr***'s lease***Given Mr***'s complaint and his very negative words towards the The Alkire Team we will grant his desired settlement and let him out of his leaseWe will send a notice to vacate to his door by the end of this week. We wish him all the best

We have communicated with Ms*** and have come to a resolutionWe thank her for bringing her experience to our attention. We are always looking for opportunities to ensure that we are giving the best customer experience that we can. This situation gave us the opportunity to have a
team coaching session and refocus on how we are communicating our policies and procedures to our customers

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
It is sad that this company has to lie so much to its customers. And being located in Dublin, Ohio they truly don't know what's going on they only go off what Ann tells them is happening. I tried to talk to Ann but like normal she screams at me and doesn't know how to use a phone when I called up there she never answers. To get a true understanding of how bad she is someone needs to come down here and watch.

Miss [redacted], We apologize, but we cannot make sense of your response. We do understand that you have e-mailed in a work order to [email protected] (as we requested you do for any future communication) for a laundry room door being off track. This work order has been scheduled with you at your convenience on 9/22/16, between 12 and 4pm. You sent a "thank you" back to the on site team for scheduling this issue to be taken care of on 9/20/16 at 5:24pm. At this point we are unclear to why you submitted this to the Revdex.com on 9/21 at 8:36am when the issue was already scheduled. We have copied your communication with the on site team as reminder for you. Thank you again and we wish you all the best.---------- Forwarded message ----------From: [redacted] [redacted]Date: Tue, Sep 20, 2016 at 5:24 PMSubject: Re: RepairsTo: Janell B[redacted] Thank you!Sent from my iPhoneOn Sep 20, 2016, at 5:21 PM, Janell B[redacted] wrote:Perfect. Thank you.On Tue, Sep 20, 2016 at 5:22 PM, [redacted] [redacted]  wrote:Thursday 12-4 will work.Sent from my iPhoneOn Sep 20, 2016, at 5:18 PM, Janell B[redacted] wrote:Thank you for your service request. It is our understanding that we do not have permission to enter unless you are home. We can schedule your service request for tomorrow between 12-4 pm. Or Thursday, September 22nd between 12-4 pm. Would either of these times work for you?On Tue, Sep 20, 2016 at 3:24 PM, '[redacted]' via Remington Station wrote:The door to my laundry area is off track. Will like for someone yo come out and fix it thank  you!.Sent from my iPhone

I have been in contact with [redacted]. I was not aware of her attempting to contact me and did not receive a voice mail or an email message from her.  We spoke on the phone on Friday and communicated via email today.  The neighbor that was causing [redacted]'s issues is moving out of his...

apartment today.  [redacted] is going to stay in her current apartment for now, she is on the waiting list for an apartment to become available on the highest floor of her building.  When one becomes available, she will have the option to transfer.  The community is waiving the transfer fees.  [redacted] and I have agreed to continue to communicate, she now has my direct email contact information.

The Steeplechase Staff immediately reached out to Miss [redacted] on Monday, October 26th and addressed her concerns. All of her maintenance requests have either been taken care of or are currently in progress. The Director of Operations also reached out Friday, October 30th to confirm MIss [redacted] was...

satisfied with the way the staff has handled the situation and she replied "yes".  At this time our customer will be transferring to a larger home at Steeplechase and will be signing a new lease.  We appreciate her time and patience with us and are so happy to continue to call her one of our very valued customers. Thank you

We have been in contact with Ms. [redacted] and have come to an agreement on a resolution to the issues that she experienced while a resident at our community.  Some miscommunication occurred and we have since adjusted her account and notified all necessary and involved parties of the...

mistake.  We appreciate Ms. [redacted]'s patience while dealing with this issue.  Please let us know if you need anything else from us.  Thank you.

Im as confuse as you on why my current request is in this respond. My current request has nothing to do with my previous issue I had. So I don't see your point of attaching my request... Maybe you need to touch base on why I had to wait 2 hr for emergency maintiance to come turn my power on last night while me and my 3 year old was sitting in the dark? Given the serious lack of courtesy from your company you should of started off with an apology instead of trying to play the blame game . If my apartment was ready to move in as it should've been since I was unable to view it before moving in then I shouldn't  of have any type of issue. But the email i received clearly shows how disrespectful this company is the fact that you indicate that police would be attending  for staff safely is funny to me.And i would like to see a video of the type of behavior I had  towards your staff since accusation was made about me lol. I was the one who came home to a gas range left on in my house.  Also I never went on social media I gave your company a review on apartment.com which I stand by and will not change.I have not made any  Accusation?? it's FACTS. I clearly have pictures of dirty Windows and dishwasher and Rusty stains in my bathroom. I guess I needed to suffocate from carbon dioxide to have proof gas was left on in my apartment. I also do not tolerate being disrespected and treated unfairly.And also I find it funny that I was told my windows was on back order but since I leave a bad review and file complain with the Revdex.com. My windows will be replace.( which isn't new windows but, better then once that was there in the first place) Im sorry I will not tolerate being made a fool of when I'm paying for a service from your company. I will also keep all email to show .The lack of empathy and disrespect your company had towards me and my issues. Maybe someone needs to teach your Director of operation to respond to customer complains properly.because the email i receive was totally disrespectful!! And a disgrace to your company. Your staff except Jennifer knows what customer service is maybe y'all need to learn from her what customer service is! Or maybe she needs to have your job.

The Director of Operations reached out to the customer through e-mail on 8/28/15 to find out what community she was referring to in her complaint. Once the customer responded we realized that she had made the complaint to the wrong property management company. The customer meant to contact Ardent...

Communities/Remington Woods. We supplied the customer with a phone number to call, as well as the address of the community.  Thank you

Dear Miss [redacted], Thank you for sending in your concerns about one of our communities. As you can see Crawford Hoying holds an A+ rating with the Revdex.com, and takes our customer service and the customer experience very serious. The Director of Operations has had a chance to...

review your concerns. Please see her findings below. On Wednesday, September 14th the Remington Station staff was escorted by Police in order to complete 1) Replacement of foggy windows 2) Remove a rust stain from the bathtub 3) Clean the dishwasher. The safety of our employees became a concern after Miss [redacted]'s abusive, verbal behavior on 9/12/16. Miss [redacted] signed off her approval of the work with the Police Officer and to our knowledge she does not have any apartment home concerns at this time. 8/12/16 - Miss [redacted] moved in.9/02/16 - Miss [redacted] was given a note about her trash issue.9/9/16 - Miss [redacted] referred a friend who moved into Remington Station. Work Orders called in by Miss [redacted] below.8/15/16 - No hot water in kitchen sink. Repaired 8/16/16. Bedroom and Dining Room windows have condensation in the middle of them. 8/16/16 called for special order windows. Will take several weeks to come in.8/29/16 - Toilet clogged. Snaked toilet to find feminine products that caused the clog. Complete 8/31/16.9/12/16 - Did not realize she had a dishwasher after 30 days of moving in and said it was dirty. Complete 9/14/16 as we needed to schedule the Police escort. Remove Rust spot from tub. Complete 9/14/16 as we needed to schedule the Police escort. Please see attached documentation. We would like to offer Miss [redacted] the release of her lease without penalty and wish her all the best in the future. Thank you