Dear [redacted] – I apologize if you feel as though this situation was handled in an unprofessional manner, as we at Pella Company take pride in our customer service and do not like to leave a bad impression In regards to there not being an immediate response to your email on Saturday morning, there is only one person in the office on Saturdays and they respond to the emails in between helping people in the office and answering phones If it is busy in the office, they may not be able to answer every email received immediately If you were expecting an immediate response, it would have been more efficient to call the office instead of sending an email The appointment in which you saw the apartment was an existing appointment that the girls had originally scheduled and you were asked if you wanted to tag along with that appointment, as we take a maximum of two groups on a tourWhen you called a couple of hours later, nobody had come in to sign a lease so the apartment was still available, which I told you over the phone I did not say that I would hold the apartment for you, as we do not hold apartments without a security deposit, especially when there is only one left in the building I did say that if you are looking to sign a lease, we ask that you are here before 5:00PM, as our office closes at 5:30PM – this is a general statement that we tell everyone asking about signing a lease, this was not an implication that I would hold the apartment for youThe girls came in about twenty minutes before you did with a security deposit and were filling out the applications in the office, which we allow I’m sorry if there was a misunderstanding in which you were under the impression that the applications needed to be filled out before you came into the office This is an unfortunate situation and I truly apologize if you are dissatisfied with the way it was handled, however we cannot allow you to now sign a lease for the unit as the lease for that apartment has already been signed We do have other two bedroom units in the same area that we would be happy to show you if you would like Again, we apologize if you feel disappointed, however we feel this was simply a situation of unfortunate timing Thank you, [redacted] Pella Company
Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ April 29, Revdex.com Attn: [redacted] Fort Wayne, IN XXXXX Dear [redacted] I am in receipt of your letter dated April 25, 2016, case# XXXXXXXX The complaint submitted for case [redacted] XXXXXXXX discusses the residents' concerns of not having hot water for several days after reporting the issue to the office staff at [redacted] The resident called The Gene BGlick Company corporate office on Monday, April 25, at approximately 8:am and left a voicemail message requesting a return phone callI returned the residents call at approximately 8:am to discuss her concernsAfter discussing her concerns I contacted the Property Manager to check the status of the repairs and was informed contractors began the repair process on April 23, and discovered additional work was required to complete the repair and could not continue the work without consulting the Maintenance Supervisor on the next business day, Monday, April 25, The repair work required removal of the kitchen cabinets and floor in the apartment adjacent to the resident's apartmentAll repairs were completed on April 26, and hot water was restoredThe communication concerns with the contractor, office and maintenance staff have been addressedThe resident has been given a six day rent concession for the inconvenience she experienced On April 27, I followed up with the resident to make her aware of the rent concession she will be receiving for the inconvenience she experienced and made her aware that the communication concerns have been addressed Thank you for contacting us and giving us an opportunity to respond to the complaint submitted to your officeIf you require additional information, please contact me at XXX-XXX-XXXX and I will be happy to assist you [redacted] ver, Resident Relatio s Coordinator Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response after working directly with the person, [redacted] who wrote the responseI will advise though that I do think that the staff at this particular property should be "reviewed", as per my initial request in my complaintCommunication issues are still unresolved, even though I do have hot water nowThe staff in the office and maintenance continue to have issues communicating with myself and other residents in the communityIt reflects poorly on the Glick company as a wholeThey can simply view the google reviews to see that I am not the only resident to have issues with this property
Additional message regarding complaint ID [redacted] Clearly this rental agency is too understaffed to keep up with the demands required by lawThis office manager does not even get a chance to take a lunch break on certain days, and has to work overtime, just to stay within the boundaries that keep her business from being suedI hope that you choose to investigate this complaint further.Thank you,
We have until August 30th to return Mr***'s deposit and it will be sent to him by that time I have had telephone and email communication with Mr***s stating such Today is August 21st so I am not certain how this is even a valid claim as his desired settlement is to get his deposit back by August 30th The check will be sent out by then which is by law when we are required to send the deposits back to the tenants This complaint seems to be a bit pre-mature, redundant and quite frankly frivolous We take pride in taking care of our tenants to the best of our ability and we go above and beyond to accomodate them whenever possible which has allowed our company to maintain an A+ rating with the Revdex.com Complaints such as this one which is a complaint about something that hasn't even happened is quite unsettling because it becomes part of our public profile on the Revdex.com website
Again, this is a frivolous complaint about something that has not even happened Continuing to try to resolve a complaint that has not happened is ambiguous and utilizing my time responding to a
complaint about something that has not happened is taking away from the things
that I need to be doing. After the 30th of August if the tenant wishes to make a complaint then I will be happy to entertain his concerns. Until then, I simply cannot keep using my
time to deal with a fictitious situation.
I have spent an hour today trying to fix a problem that doesn’t
exist.
Thank you for your help in dealing with
this non-existent situation It is extremely unfortunate that this is going to be on our Revdex.com profile when this complaint is a fabrication of something that has not happened
As previously stated, the practice that Pella Co. operates under (mailing the deposits on the 30th day after the lease ends and the possession of the address is returned) at best takes advantage of a loophole in Ohio law by postmarking security deposit returns on the 30th day, and at worst is a violation of Ohio Revised Code 5321.16, which states that the security deposits must be "delivered to the tenant together with the amount due, within thirty days after termination of the rental agreement and delivery of possession [emphasis mine]". My understanding is that this law is written as a protection of renters' rights to ensure that landlords do not take an undue amount of time to process and return the deposits after the lease has expired and possession has been returned. The office manager has explained to me how difficult her job is, and that delivering security deposits back to tenants in this time frame causes her a great deal of stress; I sympathize with her, but I also do not think that this fact supersedes Pella Co.'s responsibility to deliver security deposits to their former tenants in the time frame allowed by law. Paying rent during a time frame in which the law states that I should be in possession of my last year's security deposit, when I in fact do not have it, is also stressful, and my job does not allow me to shirk my responsibilities due to high stress. I asked the office manager if there was a particular reason why my security deposit would be withheld until the 30th, and the only reason I was offered was that it is difficult for them to meet the requirements of the law; This is a problem that Pella Co. has a responsibility to evaluate and compensate for, not the former tenant.
Dear [redacted] –
I apologize if you feel as though this situation was handled
in an unprofessional manner, as we at Pella Company take pride in our customer
service and do not like to leave a bad impression.
In regards to there
not being an immediate response to your email on Saturday...
morning, there is
only one person in the office on Saturdays and they respond to the emails in
between helping people in the office and answering phones. If it is busy in the office, they may not be
able to answer every email received immediately. If you were expecting an immediate response,
it would have been more efficient to call the office instead of sending an
email.
The appointment in which you saw the apartment was an
existing appointment that the girls had originally scheduled and you were asked
if you wanted to tag along with that appointment, as we take a maximum of two
groups on a tour. When you called a couple of hours later, nobody had come in
to sign a lease so the apartment was still available, which I told you over the
phone. I did not say that I would hold
the apartment for you, as we do not hold apartments without a security deposit,
especially when there is only one left in the building. I did say that if you are looking to sign a
lease, we ask that you are here before 5:00PM, as our office closes at 5:30PM –
this is a general statement that we tell everyone asking about signing a lease,
this was not an implication that I would hold the apartment for you. The girls
came in about twenty minutes before you did with a security deposit and were
filling out the applications in the office, which we allow. I’m sorry if there was a misunderstanding in
which you were under the impression that the applications needed to be filled
out before you came into the office.
This is an unfortunate situation and I truly apologize if
you are dissatisfied with the way it was handled, however we cannot allow you
to now sign a lease for the unit as the lease for that apartment has already
been signed. We do have other two
bedroom units in the same area that we would be happy to show you if you would
like. Again, we apologize if you feel
disappointed, however we feel this was simply a situation of unfortunate
timing.
Thank you,
[redacted]
Pella Company
Initial Business Response /* (1000, 5, 2016/04/29) */
April 29, 2016
Revdex.com Attn: [redacted]
Fort Wayne, IN XXXXX
Dear [redacted]
I am in receipt of your letter dated April 25, 2016, case# XXXXXXXX.
The complaint submitted for case* XXXXXXXX...
discusses the residents' concerns of not having hot water for several days after reporting the issue to the office staff at [redacted] The resident called The Gene B. Glick Company corporate office on Monday, April 25, 2016 at approximately 8:00 am and left a voicemail message requesting a return phone call. I returned the residents call at approximately 8:30 am to discuss her concerns. After discussing her concerns I contacted the Property Manager to check the status of the repairs and was informed contractors began the repair process on April 23, 2016 and discovered additional work was required to complete the repair and could not continue the work without consulting the Maintenance Supervisor on the next business day, Monday, April 25, 2016.
The repair work required removal of the kitchen cabinets and floor in the apartment adjacent to the resident's apartment. All repairs were completed on April 26, 2016 and hot water was restored. The communication concerns with the contractor, office and maintenance staff have been addressed. The resident has been given a six day rent concession for the inconvenience she experienced.
On April 27, 2016 I followed up with the resident to make her aware of the rent concession she will be receiving for the inconvenience she experienced and made her aware that the communication concerns have been addressed.
Thank you for contacting us and giving us an opportunity to respond to the complaint submitted to your office. If you require additional information, please contact me at XXX-XXX-XXXX and I will be happy to assist you.
[redacted] ver,
Resident Relatio s Coordinator
Initial Consumer Rebuttal /* (2000, 8, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response after working directly with the person, [redacted] who wrote the response. I will advise though that I do think that the staff at this particular property should be "reviewed", as per my initial request in my complaint. Communication issues are still unresolved, even though I do have hot water now. The staff in the office and maintenance continue to have issues communicating with myself and other residents in the community. It reflects poorly on the Glick company as a whole. They can simply view the google reviews to see that I am not the only resident to have issues with this property.
We have until August 30th to return Mr. [redacted]'s deposit and it will be sent to him by that time. I have had telephone and email communication with Mr. [redacted]s stating such. Today is August 21st so I am not certain how this is even a valid claim as his desired settlement is to get his deposit back by August 30th. The check will be sent out by then which is by law when we are required to send the deposits back to the tenants. This complaint seems to be a bit pre-mature, redundant and quite frankly frivolous. We take pride in taking care of our tenants to the best of our ability and we go above and beyond to accomodate them whenever possible which has allowed our company to maintain an A+ rating with the Revdex.com. Complaints such as this one which is a complaint about something that hasn't even happened is quite unsettling because it becomes part of our public profile on the Revdex.com website.
Additional message regarding complaint ID [redacted]. Clearly this rental agency is too understaffed to keep up with the demands required by law. This office manager does not even get a chance to take a lunch break on certain days, and has to work overtime, just to stay within the boundaries that...
keep her business from being sued. I hope that you choose to investigate this complaint further.Thank you,
Dear [redacted] – I apologize if you feel as though this situation was handled in an unprofessional manner, as we at Pella Company take pride in our customer service and do not like to leave a bad impression In regards to there not being an immediate response to your email on Saturday morning, there is only one person in the office on Saturdays and they respond to the emails in between helping people in the office and answering phones If it is busy in the office, they may not be able to answer every email received immediately If you were expecting an immediate response, it would have been more efficient to call the office instead of sending an email The appointment in which you saw the apartment was an existing appointment that the girls had originally scheduled and you were asked if you wanted to tag along with that appointment, as we take a maximum of two groups on a tourWhen you called a couple of hours later, nobody had come in to sign a lease so the apartment was still available, which I told you over the phone I did not say that I would hold the apartment for you, as we do not hold apartments without a security deposit, especially when there is only one left in the building I did say that if you are looking to sign a lease, we ask that you are here before 5:00PM, as our office closes at 5:30PM – this is a general statement that we tell everyone asking about signing a lease, this was not an implication that I would hold the apartment for youThe girls came in about twenty minutes before you did with a security deposit and were filling out the applications in the office, which we allow I’m sorry if there was a misunderstanding in which you were under the impression that the applications needed to be filled out before you came into the office This is an unfortunate situation and I truly apologize if you are dissatisfied with the way it was handled, however we cannot allow you to now sign a lease for the unit as the lease for that apartment has already been signed We do have other two bedroom units in the same area that we would be happy to show you if you would like Again, we apologize if you feel disappointed, however we feel this was simply a situation of unfortunate timing Thank you, [redacted] Pella Company
Initial Business Response / [redacted] (1000, 5, 2016/04/29) */ April 29, Revdex.com Attn: [redacted] Fort Wayne, IN XXXXX Dear [redacted] I am in receipt of your letter dated April 25, 2016, case# XXXXXXXX The complaint submitted for case [redacted] XXXXXXXX discusses the residents' concerns of not having hot water for several days after reporting the issue to the office staff at [redacted] The resident called The Gene BGlick Company corporate office on Monday, April 25, at approximately 8:am and left a voicemail message requesting a return phone callI returned the residents call at approximately 8:am to discuss her concernsAfter discussing her concerns I contacted the Property Manager to check the status of the repairs and was informed contractors began the repair process on April 23, and discovered additional work was required to complete the repair and could not continue the work without consulting the Maintenance Supervisor on the next business day, Monday, April 25, The repair work required removal of the kitchen cabinets and floor in the apartment adjacent to the resident's apartmentAll repairs were completed on April 26, and hot water was restoredThe communication concerns with the contractor, office and maintenance staff have been addressedThe resident has been given a six day rent concession for the inconvenience she experienced On April 27, I followed up with the resident to make her aware of the rent concession she will be receiving for the inconvenience she experienced and made her aware that the communication concerns have been addressed Thank you for contacting us and giving us an opportunity to respond to the complaint submitted to your officeIf you require additional information, please contact me at XXX-XXX-XXXX and I will be happy to assist you [redacted] ver, Resident Relatio s Coordinator Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response after working directly with the person, [redacted] who wrote the responseI will advise though that I do think that the staff at this particular property should be "reviewed", as per my initial request in my complaintCommunication issues are still unresolved, even though I do have hot water nowThe staff in the office and maintenance continue to have issues communicating with myself and other residents in the communityIt reflects poorly on the Glick company as a wholeThey can simply view the google reviews to see that I am not the only resident to have issues with this property
Additional message regarding complaint ID [redacted] Clearly this rental agency is too understaffed to keep up with the demands required by lawThis office manager does not even get a chance to take a lunch break on certain days, and has to work overtime, just to stay within the boundaries that keep her business from being suedI hope that you choose to investigate this complaint further.Thank you,
We have until August 30th to return Mr***'s deposit and it will be sent to him by that time I have had telephone and email communication with Mr***s stating such Today is August 21st so I am not certain how this is even a valid claim as his desired settlement is to get his deposit back by August 30th The check will be sent out by then which is by law when we are required to send the deposits back to the tenants This complaint seems to be a bit pre-mature, redundant and quite frankly frivolous We take pride in taking care of our tenants to the best of our ability and we go above and beyond to accomodate them whenever possible which has allowed our company to maintain an A+ rating with the Revdex.com Complaints such as this one which is a complaint about something that hasn't even happened is quite unsettling because it becomes part of our public profile on the Revdex.com website
Again, this is a frivolous complaint about something that has not even happened Continuing to try to resolve a complaint that has not happened is ambiguous and utilizing my time responding to a
complaint about something that has not happened is taking away from the things
that I need to be doing. After the 30th of August if the tenant wishes to make a complaint then I will be happy to entertain his concerns. Until then, I simply cannot keep using my
time to deal with a fictitious situation.
I have spent an hour today trying to fix a problem that doesn’t
exist.
Thank you for your help in dealing with
this non-existent situation It is extremely unfortunate that this is going to be on our Revdex.com profile when this complaint is a fabrication of something that has not happened
As previously stated, the practice that Pella Co. operates under (mailing the deposits on the 30th day after the lease ends and the possession of the address is returned) at best takes advantage of a loophole in Ohio law by postmarking security deposit returns on the 30th day, and at worst is a violation of Ohio Revised Code 5321.16, which states that the security deposits must be "delivered to the tenant together with the amount due, within thirty days after termination of the rental agreement and delivery of possession [emphasis mine]". My understanding is that this law is written as a protection of renters' rights to ensure that landlords do not take an undue amount of time to process and return the deposits after the lease has expired and possession has been returned. The office manager has explained to me how difficult her job is, and that delivering security deposits back to tenants in this time frame causes her a great deal of stress; I sympathize with her, but I also do not think that this fact supersedes Pella Co.'s responsibility to deliver security deposits to their former tenants in the time frame allowed by law. Paying rent during a time frame in which the law states that I should be in possession of my last year's security deposit, when I in fact do not have it, is also stressful, and my job does not allow me to shirk my responsibilities due to high stress. I asked the office manager if there was a particular reason why my security deposit would be withheld until the 30th, and the only reason I was offered was that it is difficult for them to meet the requirements of the law; This is a problem that Pella Co. has a responsibility to evaluate and compensate for, not the former tenant.
Dear [redacted] –
I apologize if you feel as though this situation was handled
in an unprofessional manner, as we at Pella Company take pride in our customer
service and do not like to leave a bad impression.
In regards to there
not being an immediate response to your email on Saturday...
morning, there is
only one person in the office on Saturdays and they respond to the emails in
between helping people in the office and answering phones. If it is busy in the office, they may not be
able to answer every email received immediately. If you were expecting an immediate response,
it would have been more efficient to call the office instead of sending an
email.
The appointment in which you saw the apartment was an
existing appointment that the girls had originally scheduled and you were asked
if you wanted to tag along with that appointment, as we take a maximum of two
groups on a tour. When you called a couple of hours later, nobody had come in
to sign a lease so the apartment was still available, which I told you over the
phone. I did not say that I would hold
the apartment for you, as we do not hold apartments without a security deposit,
especially when there is only one left in the building. I did say that if you are looking to sign a
lease, we ask that you are here before 5:00PM, as our office closes at 5:30PM –
this is a general statement that we tell everyone asking about signing a lease,
this was not an implication that I would hold the apartment for you. The girls
came in about twenty minutes before you did with a security deposit and were
filling out the applications in the office, which we allow. I’m sorry if there was a misunderstanding in
which you were under the impression that the applications needed to be filled
out before you came into the office.
This is an unfortunate situation and I truly apologize if
you are dissatisfied with the way it was handled, however we cannot allow you
to now sign a lease for the unit as the lease for that apartment has already
been signed. We do have other two
bedroom units in the same area that we would be happy to show you if you would
like. Again, we apologize if you feel
disappointed, however we feel this was simply a situation of unfortunate
timing.
Thank you,
[redacted]
Pella Company
Initial Business Response /* (1000, 5, 2016/04/29) */
April 29, 2016
Revdex.com Attn: [redacted]
Fort Wayne, IN XXXXX
Dear [redacted]
I am in receipt of your letter dated April 25, 2016, case# XXXXXXXX.
The complaint submitted for case* XXXXXXXX...
discusses the residents' concerns of not having hot water for several days after reporting the issue to the office staff at [redacted] The resident called The Gene B. Glick Company corporate office on Monday, April 25, 2016 at approximately 8:00 am and left a voicemail message requesting a return phone call. I returned the residents call at approximately 8:30 am to discuss her concerns. After discussing her concerns I contacted the Property Manager to check the status of the repairs and was informed contractors began the repair process on April 23, 2016 and discovered additional work was required to complete the repair and could not continue the work without consulting the Maintenance Supervisor on the next business day, Monday, April 25, 2016.
The repair work required removal of the kitchen cabinets and floor in the apartment adjacent to the resident's apartment. All repairs were completed on April 26, 2016 and hot water was restored. The communication concerns with the contractor, office and maintenance staff have been addressed. The resident has been given a six day rent concession for the inconvenience she experienced.
On April 27, 2016 I followed up with the resident to make her aware of the rent concession she will be receiving for the inconvenience she experienced and made her aware that the communication concerns have been addressed.
Thank you for contacting us and giving us an opportunity to respond to the complaint submitted to your office. If you require additional information, please contact me at XXX-XXX-XXXX and I will be happy to assist you.
[redacted] ver,
Resident Relatio s Coordinator
Initial Consumer Rebuttal /* (2000, 8, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response after working directly with the person, [redacted] who wrote the response. I will advise though that I do think that the staff at this particular property should be "reviewed", as per my initial request in my complaint. Communication issues are still unresolved, even though I do have hot water now. The staff in the office and maintenance continue to have issues communicating with myself and other residents in the community. It reflects poorly on the Glick company as a whole. They can simply view the google reviews to see that I am not the only resident to have issues with this property.
We have until August 30th to return Mr. [redacted]'s deposit and it will be sent to him by that time. I have had telephone and email communication with Mr. [redacted]s stating such. Today is August 21st so I am not certain how this is even a valid claim as his desired settlement is to get his deposit back by August 30th. The check will be sent out by then which is by law when we are required to send the deposits back to the tenants. This complaint seems to be a bit pre-mature, redundant and quite frankly frivolous. We take pride in taking care of our tenants to the best of our ability and we go above and beyond to accomodate them whenever possible which has allowed our company to maintain an A+ rating with the Revdex.com. Complaints such as this one which is a complaint about something that hasn't even happened is quite unsettling because it becomes part of our public profile on the Revdex.com website.
Additional message regarding complaint ID [redacted]. Clearly this rental agency is too understaffed to keep up with the demands required by law. This office manager does not even get a chance to take a lunch break on certain days, and has to work overtime, just to stay within the boundaries that...
keep her business from being sued. I hope that you choose to investigate this complaint further.Thank you,