Eaton Properties

Regarding the above complaint #, I wanted to provide some clarification and add some supplemental information. In response to the tenant’s complaint, we have tried for some time to identify and resolve the issue. We have sent numerous contractors out; it was difficult to determine the cause, but have concluded the issue is due to condensation from the condensing units. We believe the unit may need to have the AC duct work wrapped to alleviate excessive moisture due to hot water (from showering) meeting cooler air when the air conditioner is running. We are also looking at additional remedies in an effort to resolve the problem. This has not been an easy task; our contractors have met with both the tenant and neighbors in the building who have been very uncooperative and intimidating, cursing and yelling at the contractors. We are attempting to reach the tenant, once again, to ask that she contact us when the water is coming down the wall so we can physically see what she is seeingThere is currently an open work order assigned out to, once again, try and resolve the issue raised by the Tenant. *** ***HR CoordinatorEaton Properties***

Initial Business Response /* (1000, 10, 2016/02/12) */
First let me start by saying the Eaton Properties is a management companyWe do not own the propery and when large issues like this arrise we consult the owner and are limited to what the owner is willing to doThe issues that the tenant
faced regarding her basement issue was a complicated one and we sent out multipul contractors to try to remedy the problem
The tenants first complaint did occur on april 23rd when she had a sewer back up, this did not have anything to do with the basement leaking, and sometimes occurs due to roots that get into the water pipesA plumber was was sent out to fix the problem immediatelyNo mention of the basement shows up in our system until 7/On 7/A basement waterproofing company was sent out to assess the situationThe owner was contacted regarding how to precede with the work, there was some time that passed as the owner contemplated his optionsOn 8/the process of attending to the wet basement beganA worker was sent out he repaired the downspouts and guttering and added a dranage system to send the water from the gutters away from the houseAt that time a permanent dehumidifer was installed in the basementThe problem aparently persisted, Section did an inspection, and as per their predication list, workers were sent out to fill in cracks in basement walls, repaired a drain pipe, painted the basement walls with drylockOn 11/tenant called and basement was leaking againBasement waterproofing company was sent out to give another bidFinally, the owner gave the go ahead to waterproof the basement at at a cost of 2,The basement problem is now resolvedWe regret that the Tenant had to put up with the basement problem for so long, and hopefully this will be the end of all future wet basement issues

My apologies to the tenant for her bad experience We are a property management company and do not own the properties we manage, The property she applied for upon inspection had a problem that the owner did not have the funds to repair Today was the first day that I wasmade aware
of this problem and a refund was put into the mail per her request

My apologies to the tenant for her bad experience We are a property management company and do not own the properties we manage, The property she applied for upon inspection had a problem that the owner did not have the funds to repair Today was the first day that I wasmade aware
of this problem and a refund was put into the mail per her request

We go through a hour maintenance line, where they only take their name, phone number, and address downThey may not be the friendliest, their sole job is to take messages and send the information to us, but I can have Mr*** talk to them about thatMost times, tenants want questions
answered, but they cannot do thatDepending it on what the issue is, we will contact a contractor, but the issues are handled by when they come in as well as importanceI am showing the last work order we have from Mr*** was about tree limbs on his roofAgain, we handle more important issues first, we had tenants without air conditioning in the heat of the summer, and since that is a safety issue, they were handled firstHe was upset over the speed the work orders were being done and we explained about priority and the tree limbs were taken care of, which were actually twigs

The applicant making the complaint has been working on getting into this house for several months She is recieving a subsidy and there are additional inspections required beyond the municipality inspections Originally this applicant turned in an application, we filled out her section
packet and began the process of getting inspections (the inspections are only good for a short period of time so we can't always have this done before we show the property) The inspectors will go through and if there is anything we need to do they give us a list and we do it, they re-inspect and if all looks good they pass the house Shortly after making application the tenant decided she did not want the house and we put it back on the market(we were also in no hurry to finish the inspections since we did not have an applicant for the property.) In early Octohber, the applicant applied for the same property again, at that time she give us holding money on the property to insure she would not back out on it a second time Our application clearly states that holding money is non-refundable If you are just going to give it back if she changes her mind, why collect it at all We again sent in all the section paperwork and began finishing up on the inspectionsThe unit passed its municipality inspections, next it had to go through its section inspections Section decided that the plumbing stack needed to be updated along with some other small itemsWhen they give us their list it "fails" the inspection, until we make the repairs The unit is awaiting its section re-inspection, and then the applicant will be able to move in The applicant has been looking at other properties and has now found one she wants instead If she goes ahead and moves into this house all of her holding money will be applied to her account for her security deposit and any rent or utilities due If the tenant had not withdrawn her first application, she would be in the house by now If there was a problem with the house that could not be resolved and she "had" to find another house, we would have refunded her holding money But because she has "changed her mind again", we do not feel that her holding money should be refunded We believe that she will end up moving into the property, and she will get her holding money back in the form of payment on her account

We understand the Tenant's frustration? The Property Manager believed that all roofing repairs had been complete.? She drove by the property recently while driving to another property she manages and immediately noticed the tarp on the roof at the subject property.? She immediately
contacted the subcontractor we use for roofing repairs and inquired as to why there was still tarp on the roofShe believes it simply slipped through the cracks and the contractors is now making the necessary repairs? Materials have been ordered and delivered today? Roofing repairs are estimated to be complete by end 8/26/2016.We do acknowledge the calls the Tenant made over the past several months; as a Property Management company, we are unable to contract with others to make repairs if there is insufficient funds in the owners account.? Now that funds are available, we are able to make the roofing repairs.? As for the issue with the window air conditioner - there has not been central air in the property for over five years and our leases do not guarantee central air conditioning.? The owner will not be making funds available to provide central air conditioning.? If the Tenant has received communications from Missouri American Water, she needs to forward documentation to us and we will be happy to respond to the issues raised

I would first like to apologize to MS ***, and to let her know that in no way is this indicative of the way we do business.? I would like to say that there were some special circumstances that caused these issues.? But in fact it was a series of miscommunications between Eaton
Properties and of our Contractors(Who, by the way, are no longer working for our company).? Apparently the roof leak was called in and we sent a roofer out to make the repair.? We had to let the ceiling dry out before we could make the inside repair.? When the contractor went out to make the inside repair, he discovered that the roof was still leaking, but this time in a different place, so he did not make the inside repair, because until we fix the roof problem, there is no sense in repairing the ceiling.? Unfortunately the contractor did not let us know that he had not made the repair, and that there was another leak, (we depend on our contractors to keep us apprised of problems as they arise.)? We were unaware that the ceiling had not been repaired or that there was another leakMS*** called in again about the leak in her ceiling, We sent the same contractor out again, to make the situation right, and again he did not tell us that he did not make the repair.? When we received notice by the Revdex.com that this problem was still going on, we immediately sent a different contractor out and the ceiling repairs have been madeWe also contacted the roofer to go back and repair the leak, he informed us that he would be unable to fix it.? We also contacted another roofer, who said that it needed a new roofThe owner is still getting bids on having the roof replaced.? ? I do not know where the communication broke down between us and MS ***.? We did have some staffing changes during this time, which may have led to her messages not getting to the proper person.? We are in contact with MS *** and waiting for the owner to find the contractor who will replace the roof.? ?

Initial Business Response /* (1000, 10, 2016/02/12) */
First let me start by saying the Eaton Properties is a management company We do not own the propery and when large issues like this arrise we consult the owner and are limited to what the owner is willing to do The issues that the tenant
faced regarding her basement issue was a complicated one and we sent out multipul contractors to try to remedy the problem
The tenants first complaint did occur on april 23rd when she had a sewer back up, this did not have anything to do with the basement leaking, and sometimes occurs due to roots that get into the water pipes A plumber was was sent out to fix the problem immediatelyNo mention of the basement shows up in our system until 7/ On 7/A basement waterproofing company was sent out to assess the situationThe owner was contacted regarding how to precede with the work, there was some time that passed as the owner contemplated his options On 8/the process of attending to the wet basement beganA worker was sent out he repaired the downspouts and guttering and added a dranage system to send the water from the gutters away from the houseAt that time a permanent dehumidifer was installed in the basement The problem aparently persisted, Section did an inspection, and as per their predication list, workers were sent out to fill in cracks in basement walls, repaired a drain pipe, painted the basement walls with drylockOn 11/tenant called and basement was leaking again Basement waterproofing company was sent out to give another bidFinally, the owner gave the go ahead to waterproof the basement at at a cost of 2,The basement problem is now resolvedWe regret that the Tenant had to put up with the basement problem for so long, and hopefully this will be the end of all future wet basement issues

We came to an agreement.? The company has paid all of the deposit back, $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Sincerely,
[redacted]

We have tried to make repairs to address the issue? There were some repairs made, which unfortunately, did not correct the entire problem; we have addresses the issue several times and contractors have tried to rectify the problem? We replaced a portion of the ceiling and also provided a
new shower curtain to retain the water? The air conditioner is situated so that, when hot air meets cold air, condensation was occurring; this is the problem not an upstairs tenant using their bathroom? The upstairs neighbors did just move out and we did advise the Tenant that we would release her from her lease at end of August, however, this will not allow the Tenant to receive any monies she might otherwise be due back in the form of deposits?

I do apoligize if our agents did not keep in communications with you.? I assume you tried to call our office to inquire about your application statis? Since we are human their is always the possability for error, and for that I do apologize.? Regarding the application fee We charge
per applicant for the credit and background chedk that is done.? We use an outside service that specializes in application processing.? There is a charge to us for this service.? We also pay the person who uses their gas and drives to the unit to open it up and show it.? Unfortunately we cannot provide these services for free.? I hope that you understand and will call our office to discuss this with us further if you still have questions.? [redacted]

I would first like to apologize to MS [redacted], and to let her know that in no way is this indicative of the way we do business.  I would like to say that there were some special circumstances that caused these issues.  But in fact it was a series of miscommunications between Eaton...

Properties and 2 of our Contractors. (Who, by the way, are no longer working for our company).  Apparently the roof leak was called in and we sent a roofer out to make the repair.  We had to let the ceiling dry out before we could make the inside repair.  When the contractor went out to make the inside repair, he discovered that the roof was still leaking, but this time in a different place, so he did not make the inside repair, because until we fix the roof problem, there is no sense in repairing the ceiling.  Unfortunately the contractor did not let us know that he had not made the repair, and that there was another leak, (we depend on our contractors to keep us apprised of problems as they arise.)  We were unaware that the ceiling had not been repaired or that there was another leak. MS. [redacted] called in again about the leak in her ceiling, We sent the same contractor out again, to make the situation right, and again he did not tell us that he did not make the repair.  When we received notice by the Revdex.com that this problem was still going on, we immediately sent a different contractor out and the ceiling repairs have been made. We also contacted the roofer to go back and repair the leak, he informed us that he would be unable to fix it.  We also contacted another roofer, who said that it needed a new roof. The owner is still getting bids on having the roof replaced.   I do not know where the communication broke down between us and MS [redacted].  We did have some staffing changes during this time, which may have led to her messages not getting to the proper person.  We are in contact with MS [redacted] and waiting for the owner to find the contractor who will replace the roof.

The applicant making the complaint has been working on getting into this house for several months.  She is recieving a subsidy and there are additional inspections required beyond the municipality inspections.   Originally this applicant turned in an application, we filled out her section...

8 packet and began the process of getting inspections.  (the inspections are only good for a short  period of time so we can't always have this done before we show the property).  The inspectors will go through and if there is anything we need to do they give us a list and we do it, they re-inspect and if all looks good they pass the house.  Shortly after making application the tenant decided she did not want the house and we put it back on the market. (we were also in no hurry to finish the inspections since we did not have an applicant for the property.)  In early Octohber, the applicant applied for the same property again, at that time she give us holding money on the property to insure she would not back out on it a second time.  Our application clearly states that holding money is non-refundable.  If you are just going to give it back if she changes her mind, why collect it at all.   We again sent in all the section 8 paperwork and began finishing up on the inspections. The unit passed its municipality inspections, next it had to go through its section 8 inspections.  Section 8 decided that the plumbing stack needed to be updated along with some other small items. When they give us their list it "fails" the inspection, until we make the repairs.  The unit is awaiting its section 8 re-inspection, and then the applicant will be able to move in.  The applicant has been looking at other properties and has now found one she wants instead.  If she goes ahead and moves into this house all of her holding money will be applied to her account for her security deposit and any rent or utilities due.  If the tenant had not withdrawn her first application, she would be in the house by now.  If there was a problem with the house that could not be resolved and she "had" to find another house, we would have refunded her holding money.  But because she has "changed her mind again", we do not feel that her holding money should be refunded.  We believe that she will end up moving into the property, and she will get her holding money back in the form of payment on her account.

Regarding the above complaint #, I wanted to provide some clarification and add some supplemental information. In response to the tenant’s complaint, we have tried for some time to identify and resolve the issue.  We have sent numerous contractors out; it was difficult to determine the cause, but have concluded the issue is due to condensation from the condensing units.  We believe the unit may need to have the AC duct work wrapped to alleviate excessive moisture due to hot water (from showering) meeting cooler air when the air conditioner is running.  We are also looking at additional remedies in an effort to resolve the problem.  This has not been an easy task; our contractors have met with both the tenant and neighbors in the building who have been very uncooperative and intimidating, cursing and yelling at the contractors.  We are attempting to reach the tenant, once again, to ask that she contact us when the water is coming down the wall so we can physically see what she is seeing. There is currently an open work order assigned out to, once again, try and resolve the issue raised by the Tenant. [redacted]HR CoordinatorEaton Properties[redacted]

Initial Business Response /* (1000, 7, 2015/06/30) */
First let me start by saying that we are only the management company. We do not own the property and do our best to keep both the tenants and owners happy. In this case The tenant moved into the property in March knowing that the central air...

conditioning system had been stolen prior to her moving in. The owner agreed to replace the system, in the spring. When spring came, the owner did not have money to replace the system. We did install a portable window unit to help until the system could be replaced. We also offered to let the tenant out of her lease,to which she responded, she did not want to move. The system as since been replaced, and the tenant is happy, and the house passed the Section 8 Complaint inspection. We did everything we could do to get a new system put in as quickly as possible.

We have tried to make repairs to address the issue.  There were some repairs made, which unfortunately, did not correct the entire problem; we have addresses the issue several times and contractors have tried to rectify the problem.  We replaced a portion of the ceiling and also provided a...

new shower curtain to retain the water.  The air conditioner is situated so that, when hot air meets cold air, condensation was occurring; this is the problem not an upstairs tenant using their bathroom.  The upstairs neighbors did just move out and we did advise the Tenant that we would release her from her lease at end of August, however, this will not allow the Tenant to receive any monies she might otherwise be due back in the form of deposits.

Initial Business Response /* (1000, 7, 2015/05/18) */
We are a property management company. We do not own any of the properties we manage and do not always know the history of a property if the owner just acquired it. We are always concerned when a tenant has an unpleasant experience in a home...

that we manage, however sometimes issues will only be discovered after a property is occupied. Regarding the animal in the wall issue and the water bugs: A maintenance request was called in and a Pest control company was sent out to trap the animal, and they removed a raccoon. They also did a complete spraying of the interior and exterior of the home. The tenant states that there was still a problem, however she never called us to let us know, and we believed we had taken care of the entire problem. Had we been notified that there was still a problem, we would have addressed it.
Regarding the sewer back up. First it should be known that a sewer clean out was done prior to the tenant moving in, just to make sure the lines were clear of roots and other materials. We cannot fully check how well the sewer line is functioning until a tenant moves in and lots of water is being run through the lines, multiple showers, laundry etc. When the tenant called on 4/19 and we discovered that there was a problem we sent out a plumber the next morning, 4/20, he cleared out the lines in the front yard and from the roof vent. The plumber encountered an unknown blockage and he went out again, I believe it was the next day, this time with a camera to find out what was causing the problem. It was determined that the blockage was in the lines under the house. (under the concrete) We sent out a plumber to give us an estimate as to the time and cost for repairing the lines. While waiting to discover the extent of the work and the cost, we received a call that it was backing up again 4/27, we again sent someone out to clear the lines (these were stop-gap measures to keep the water flowing until we could get the repair done). We finally pinpointed the problem and had a time frame for the work to be done. One of our people tried multiple times to contact the tenant by phone prior to 5/5, to give her her options, but was unable to reach her by phone, so he went to the property to try to reach her. The owner was offering to put her up in a hotel until the work could be completed or we would move her to a new unit that the same owner had available. She was scheduled to look at the new unit on 5/6, but the tenant did not show. She was given our leasing agents name to see if there were any other homes in our inventory that she would like to move into, and she did not find one. On 5/11 the tenant was refunded her full security deposit, she had not yet paid for May so there was nothing to pro- rate and she got 11 free days of rent. We did everything we could to try to resolve the situation as quickly and professionally as possible. This was a complicated issue and took some time to resolve.

We understand the Tenant's frustration.  The Property Manager believed that all roofing repairs had been complete.  She drove by the property recently while driving to another property she manages and immediately noticed the tarp on the roof at the subject property.  She immediately...

contacted the subcontractor we use for roofing repairs and inquired as to why there was still tarp on the roof. She believes it simply slipped through the cracks and the contractors is now making the necessary repairs.  Materials have been ordered and delivered today.  Roofing repairs are estimated to be complete by end 8/26/2016.We do acknowledge the calls the Tenant made over the past several months; as a Property Management company, we are unable to contract with others to make repairs if there is insufficient funds in the owners account.  Now that funds are available, we are able to make the roofing repairs.  As for the issue with the window air conditioner - there has not been central air in the property for over five years and our leases do not guarantee central air conditioning.  The owner will not be making funds available to provide central air conditioning.  If the Tenant has received communications from Missouri American Water, she needs to forward documentation to us and we will be happy to respond to the issues raised.