Crystal Property Management & Sales

Thank you for providing your concerns in writing As of this morning our office has received keys in our overnight drop box which returns possession to our office The owner of this property has agreed to allow for your lease to be terminated today Please provide a forwarding address so that our office can provide the security deposit refund along with any invoices included for damage to the property and/or utilities due Please note that per the lease the owner has days to return the security deposit We hope that this step will allow for resolution of your ongoing problems during tenancy As for your specific complaints (1) Air Conditioning - our office did/does not advertise this unit to offer air condition nor were there any window units present at the time of showing Many of the units in this complex do have A/C window units that the individual tenants have purchased and added which our office communicated would be approved as a resolution Immediately upon reporting this issue, our office communicated with staff and found this complaint to be unfounded however our office attempted to assist in finding a resolution, which was not reciprocated Our office apologized then and now that you were frustrated and felt misinformed As always we take these situations seriously and enhance training around these issues(2) The issue was that the cold water line was freezing due to weather and a space heater was provided by the ownership to ensure that the unit was heated enough so that the line did not freeze You did make a request that you be reimbursed for the additional electricity which the owner approved Throughout investigation of the issue it was determined that you were turning off the space heater resulting in the line refreezing Each backup that was known or reported was addressed by the ownership's maintenance As previously communicated the owner handles the maintenance directly our office just provides updates Overall our office wishes you the very best of luck I sincerely hope by the owner releasing you from the lease term will suffice with your request

Upon move-out, we compare condition of the unit to our inspection notes as well as the tenant mochecklist to help determine damages, what is wear and tear, etcThe chesheet provided by the tenant does not indicate that the blind was damaged when they moved in and our records before this tenant show the same therefore it was replaced and the tenant was charged that costWe dispute the fact the unit was left "spotless." There was extensive grease clethat needed to be done to the walls and ceilingThe repainting was necessary because of damage caused by the tenantOur lease clearly states that carpet will be cleaned when you move-outWe do not believe that anyone in our office stated that you would not be charged for carpet cleaningThere was a flood in the unit and a professional cleaning/ restoration company was hired to do that work which you were not charged forThe rates charged by subcontractors are competitive rates and we believe the work done was necessary to restore the unit to the level at which it was rented to the tenantWe do everything we can to ensure that each tenant understands the terms of their lease when they sign

Complaint: [redacted] I am rejecting this response because: the response is untruthful and unfactual Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me.This "process" was not explained to me by CPM, nor was I called to confirm the check had been mailed as I'd requestedI received the check in the mail one day after I filed this original complaint.CPM could have avoided this colossal waste of my time (and theirs) by simply responding to my requests for an update Regards, [redacted]

We have been working with the *** on their deck repairsSeveral vendors have been to the property to assess the safety and integrity of the deckAll vendors who have reviewed the issue have concluded that the deck is safe and not in need of major repairsAttached is a report and bill from
one vendorWe are awaiting the report from the other vendor who looked at the deck and will include that report if necessary but the contractor said verbally that there wasn't anything wrong with the deck besides some additional tightening that could be doneWe are more than happy to repair what's needed but we rely on licensed, insured contractors to determine thatThe *** are free to do work to their own deck at their expense if they are unhappy with recommendations from the independent, licensed, insured contractors who we have sent to the unit

Our office understands your frustration in regards to the hot water problem that you have experienced in the last few days and we apologize for any inconveniences that this may have caused. Please see below the actions that our office took in response to each callWe do want to
clarify that hot water failed for only short periods of time on the days specified below and not the entire day. February 16th- Our office started receiving calls from residents of the buildingOur office contacted *** Plumbing (a licensed subcontractor) who went out that same day to investigate the issueThe plumber replaced the domestic recirculator cartridge on one of the pumpsFebruary 20th- Our office received a no hot water call and *** Plumbing was contactedThey went out that same day and repaired a leak in the ball valve and added a purge valveWhen the plumber arrived onsite both dates there was hot waterHe repaired/replaced what he thought could be the issue. February 21st- Our office received a call saying there wasn't any hot waterOur office contacted *** Plumbing and when he arrived onsite the hot water was back upThe plumber communicated that in order for him to find the issue he needed to be there when the hot water went outHe also communicated that the hot water only went out in the morning and this could be due to a high usage in the morning and that's why it runs out. February 22nd- Our office received a couple no hot water calls*** Plumbing went out and when they arrived onsite the hot water was back up and runningHe checked everything in the mechanical room to ensure everything was working properlyThe plumber while still onsite spoke to a tenant at the building who volunteered to help identify the issue as soon as it happens so there isn't a lag time where the hot water is working again by the time the vendor could arrive. February 26th- Our office received a call for no hot water. *** Plumbing was contacted to go out and about minutes later the plumber communicated to our office that the volunteer tenant had just contacted him tooThe tenant told the plumber that the gauge was on degrees and he also texted a picture to the plumberWith that information the plumber knew the problem was on the boiler sideWhen he arrived onsite they found the exchanger pump was not circulating through the domestic exchanger because it was air lockedThey bled out the air and found it was workingThey have ordered a new pump and have left it onsite in case the pump goes out due to the air lock and lack of flowAfter this date our office has not received any calls for no hot waterWe understand that it can be frustrating to not have hot water but we do respond as soon as possible in these situationsThe plumbing infrastructure is in the building boiler room and the plumber will not always need to go into any of the units when the building has issues with the hot water. You were fined for two different issues: the first one was for smoking marijuana inside your unit and the second one was for a loud party that was held and someone from the your unit vomiting over your balcony onto another tenant's patioIn response to multiple neighbor complaints about the marijuana smell coming from your unit our office completed an inspectionDuring the inspection our office noted that even though you had multiple fans going the smell of marijuana was still presentPer your lease, smoking inside the unit can result in a 3-day eviction and/ or a fineOur office opted to move forward with a fine instead of evictionThis fine was paid in full and the complaint was filedThe second fine was a result of a party at which you (or a guest) vomited over the balconyThe neighbor tenant was not only awake when this occurred but also took a picture and provided it to our officeThe evidence that you requested to pay the fine was DNA proof, which was unreasonablePlease note that our office has issued these fines with solely the intend of correcting these behaviors. In your complaint you also reference that your parents co-signed on the lease which is 100% inaccurateYou are the only person on the lease as our office does not accept co-signersWe screen each applicant and the results of your screening in July showed that you have no credit score and that the only thing on your credit is a collection account which results in additional security deposit being neededWe don't know what you're referring to about the check issue but please note that with an email you cay pay onlineIt is easy to use all you need is to verify your email and set up a password. Please contact our office if you would like to discuss the process of moving out early

A refund check was sent and cashed in the month of October. The issue needed to be researched with the title company and then the check needed to be signed by a Board member. That process takes time. I explained this in our conversation on 10/21 and that the check would be sent as soon as possible....

Our records show the check was cashed on October 25 so I assume this matter is now taken care of.

Upon move-out, we compare condition of the unit to our inspection notes as well as the tenant move-in checklist to help determine damages, what is normal wear and tear, etc. The check-in sheet provided by the tenant does not indicate that the blind was damaged when they moved in and our records...

before this tenant show the same therefore it was replaced and the tenant was charged that cost. We dispute the fact the unit was left "spotless." There was extensive grease clean-up that needed to be done to the walls and ceiling. The repainting was necessary because of damage caused by the tenant. Our lease clearly states that carpet will be cleaned when you move-out. We do not believe that anyone in our office stated that you would not be charged for carpet cleaning. There was a flood in the unit and a professional cleaning/ restoration company was hired to do that work which you were not charged for. The rates charged by subcontractors are competitive rates and we believe the work done was necessary to restore the unit to the level at which it was rented to the tenantWe do everything we can to ensure that each tenant understands the terms of their lease when they sign.

Thank you for providing your concerns in writing.  As of this morning our office has received keys in our overnight drop box which returns possession to our office.  The owner of this property has agreed to allow for your lease to be terminated today.  Please provide a forwarding...

address so that our office can provide the security deposit refund along with any invoices included for damage to the property and/or utilities due.  Please note that per the lease the owner has 60 days to return the security deposit.  We hope that this step will allow for resolution of your ongoing problems during tenancy.  As for your specific complaints (1) Air Conditioning - our office did/does not advertise this unit to offer air condition nor were there any window units present at the time of showing.  Many of the units in this complex do have A/C window units that the individual tenants have purchased and added which our office communicated would be approved as a resolution.  Immediately upon reporting this issue, our office communicated with staff and found this complaint to be unfounded however our office attempted to assist in finding a resolution, which was not reciprocated.  Our office apologized then and now that you were frustrated and felt misinformed.  As always we take these situations seriously and enhance training around these issues. (2) The issue was that the cold water line was freezing due to weather and a space heater was provided by the ownership to ensure that the unit was heated enough so that the line did not freeze.  You did make a request that you be reimbursed for the additional electricity which the owner approved.  Throughout investigation of the issue it was determined that you were turning off the space heater resulting in the line refreezing.  Each backup that was known or reported was addressed by the ownership's maintenance.  As previously communicated the owner handles the maintenance directly our office just provides updates.  Overall our office wishes you the very best of luck.  I sincerely hope by the owner releasing you from the lease term will suffice with your request.

Complaint: [redacted]
I am rejecting this response because: the response is untruthful and unfactual.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.This "process" was not explained to me by CPM, nor was I called to confirm the check had been mailed as I'd requested. I received the check in the mail one day after I filed this original complaint.CPM could have avoided this colossal waste of my time (and theirs) by simply responding to my requests for an update.
Regards,
[redacted]