On May 9, 2017, the Edgewater office received a phone call from an irate resident who was cursing and requesting the phone number to the corporate officeFollowing protocol, the Property Manager picked up the line to see if we could resolve the issueThe person would not give their information,
but the manager was able to look up the information by the phone number on the caller ID and locate the resident in the systemThe issue that the resident was enraged about was a work orderThe Property Manager looked up the Maintenance History and saw that there had not been a work order placed since February 7, The work order was closed out and completed and followed up onThe Edgewater Office was unaware of any outstanding work orders for the apartmentThe Property Manager could hardly get a word in during the conversationShortly after the phone conversation, the resident and the other lease holder showed up to the officeThe resident was absolutely out of line cursing, yelling, and causing a scene in the officeShe refused to settle to the point where she had to be asked to leave the office or the Hanford Police Department would be calledThe Financial Manager and Maintenance Supervisor stood in the door way of the Property Manager's Office during the time that the resident caused a scene because they were concerned with the safety of Property ManagerThe resident left the office and paced back and forth in front of the office while the other lease holder calmly explained that they were having work order issuesThe Property Manager explained to him that we were unaware of these outstanding work orders and asked if they had contacted the office to place a service requestThey had not placed any work orders with the office since February when their last work order was resolved for themThe Property Manager explained to him that we can not fix something that we do not know aboutThe irate resident returned into the office at this timeAlthough she continued to yell and scream, the Property Manager allowed her to carry on in order to try to get all the information from her necessary to meet their needs and complete their work orderShe also explained to this resident, that we can not fix something that we do not know about, so in the future, please call in work orders as they come and we will fix them rather than allowing them to pile up or to become upset about the work orderThe resident did not agree with the fact that she had to inform the office every time something was broken in her apartmentShe also did not allow permission to enter the home for the maintenance man to repair her work orderThe Property Manager explained that she would schedule an appointment with them to complete the work order the following day and also serve a hour notice to enter the dwelling to ensure that the work orders were completed, since she had strongly expressed how important these work orders were to herThere was no eviction threatened during this time, however, the irate resident was reminded that the lease states not to harass the office staff and that she can not act like inappropriately in the office in future interactionsShe also stated that she would inform the Corporate Office of the incident that occurred in the officeThe work order was completed and followed up on the following dayThe resident is correct in stating that the Property Manager relayed that she was documenting the follow up and completion of the work order as we do with all work orders from every resident on the propertyShe also reminded the residents that if there are any work orders that need to be placed in the future, to please let the office knowThe Property followed protocol in all interactions with this resident and treats all residents equally Any work orders placed after the resident chose to put themselves on notice will be charged to the resident if they are beyond the wear and tearThe carpets in this apartment were beyond the wear and tear due to pet damage, holes in the carpet and urine in the carpetThe resident chose to break the lease, was responsible for, and willingly paid the lease cancellation fee upon giving notice to vacate She was never threatened nor treated differentlyThe resident was given a pre-move out inspection and refused to walk through the apartment with an employee the day she turned in keysThe resident received a refund on her deposit after moving out
On May 9, 2017, the Edgewater office received a phone call from an irate resident who was cursing and requesting the phone number to the corporate officeFollowing protocol, the Property Manager picked up the line to see if we could resolve the issueThe person would not give their information,
but the manager was able to look up the information by the phone number on the caller ID and locate the resident in the systemThe issue that the resident was enraged about was a work orderThe Property Manager looked up the Maintenance History and saw that there had not been a work order placed since February 7, The work order was closed out and completed and followed up onThe Edgewater Office was unaware of any outstanding work orders for the apartmentThe Property Manager could hardly get a word in during the conversationShortly after the phone conversation, the resident and the other lease holder showed up to the officeThe resident was absolutely out of line cursing, yelling, and causing a scene in the officeShe refused to settle to the point where she had to be asked to leave the office or the Hanford Police Department would be calledThe Financial Manager and Maintenance Supervisor stood in the door way of the Property Manager's Office during the time that the resident caused a scene because they were concerned with the safety of Property ManagerThe resident left the office and paced back and forth in front of the office while the other lease holder calmly explained that they were having work order issuesThe Property Manager explained to him that we were unaware of these outstanding work orders and asked if they had contacted the office to place a service requestThey had not placed any work orders with the office since February when their last work order was resolved for themThe Property Manager explained to him that we can not fix something that we do not know aboutThe irate resident returned into the office at this timeAlthough she continued to yell and scream, the Property Manager allowed her to carry on in order to try to get all the information from her necessary to meet their needs and complete their work orderShe also explained to this resident, that we can not fix something that we do not know about, so in the future, please call in work orders as they come and we will fix them rather than allowing them to pile up or to become upset about the work orderThe resident did not agree with the fact that she had to inform the office every time something was broken in her apartmentShe also did not allow permission to enter the home for the maintenance man to repair her work orderThe Property Manager explained that she would schedule an appointment with them to complete the work order the following day and also serve a hour notice to enter the dwelling to ensure that the work orders were completed, since she had strongly expressed how important these work orders were to herThere was no eviction threatened during this time, however, the irate resident was reminded that the lease states not to harass the office staff and that she can not act like inappropriately in the office in future interactionsShe also stated that she would inform the Corporate Office of the incident that occurred in the officeThe work order was completed and followed up on the following dayThe resident is correct in stating that the Property Manager relayed that she was documenting the follow up and completion of the work order as we do with all work orders from every resident on the propertyShe also reminded the residents that if there are any work orders that need to be placed in the future, to please let the office knowThe Property followed protocol in all interactions with this resident and treats all residents equally Any work orders placed after the resident chose to put themselves on notice will be charged to the resident if they are beyond the wear and tearThe carpets in this apartment were beyond the wear and tear due to pet damage, holes in the carpet and urine in the carpetThe resident chose to break the lease, was responsible for, and willingly paid the lease cancellation fee upon giving notice to vacate She was never threatened nor treated differentlyThe resident was given a pre-move out inspection and refused to walk through the apartment with an employee the day she turned in keysThe resident received a refund on her deposit after moving out