EL Sombrero Mexican Restaurant #13, LLC

Initial Business Response / [redacted] (1000, 5, 2014/08/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @kassmanagement.com Below is an email we have sent to Mr [redacted] regarding his complaint From: [redacted] Sent: Wednesday, July 23, XXXX X:XX PM To: ' [redacted] @uchospitals.edu' Cc: [redacted] Subject: RE: [redacted] Justin, I apologize for how you feel you have been treated and will attempt to answer your questions and resolve your issues below, but I believe you are mistaken on some levels The notice you received was due to the fact that your rent account is separate from your parking accountAt the very beginning of your lease term my office notified you that if you chose to pay online that parking would have to be set up separately from the rent payment accountYou were provided two separate log in's and were advised that if payment was made to one account in full it may not get applied to the other account as it requires manual adjustment of your account which may not happen automaticallyI have attached a copy of both letters that are provided which detail your account log in info so that you could set up payments properlyWith that said [redacted] the previous property manager monthly would attempt to have the payments you were making to the rent account adjusted manually so to apply the appropriate amount to the parking spot accountThis and last month that did not happen and you received a late letter for the balance on the account for the parkingWhile I apologize for you receiving such notice I am sure you will understand how this could have been avoided by using both accounts to process your paymentsWhen making monthly payments you should have noticed the amount being charged to the account you were paying for was not the full amount including parking but that is not important since it seems you feel my office should have monitored your account continuouslyPlease do note that we have over 10,units and monitoring each account is not possible and we hope that you can understand this With that said your account has now been adjusted and you will have a credit on your account for $See attached ledger for proof and history As for the issues with your neighbors during your tenancy I would hope that you filed police reports and or filed complaints against them with the police so to investigate the situation accordinglyIf you did not, I can only advise you that as a landlord we would be limited to what we could do and by making such a claim against someone without evidence and or police interactionAs with you, those tenants were inherited by my company at takeover and we were not provided any information on them beside the names and monthly rent dueNonetheless, we are in the process of evicting that tenant and hope they will not be a disturbance for anyone in the property moving forward once they are moved out As for your claim of making you provide us proof of rent payment at management takeover; it was necessary as the previous management who rented you your apartment had records showing a balance on the accountIt was necessary to receive the information as we did not want to presume the information provided was accurate As for your request for a settlement for the gas bill; I want to be very clear that WE did not rent the apartment to youWe did not have any knowledge of this and did not offer you a lease or renewal under the pretense that you were paying for the laundry gas, nor were we aware of it until recentlyWhen you signed your lease with Wrightwood Management (see attached) there is no reference to it and I can understand your frustration with it being connected to your unit but am at a loss how that frustration is aimed at my firm directly I will be upfront in stating that we have been very accommodating to you during the lease term, in that we reserved the right to NOT charge you late fees to your account despite there being a handful of late payments during the lease termThe one late fee charged was actually reversed as a sign of good faithNow you wish to attack me and my firm for being money hungry and only caring about the collection of rent? Where is the logic? Would it be possible to add those late fees to your account now? Yes it would, but I do not wish to do business that way and hope this example of how in some way we were accommodating will help both sides understand how things can be taken out of context Justin, during your lease you moved people in without having them added to the leaseThat is a clear violation of the leaseWe did not make it a sticking point despite the concern that it bringsYou were insulted that we were charging app fees and admin fees for the processing of the applications for the residents who were at the time illegally occupying the aptWe certainly don't want people in the unit that are going to cause a disturbance and properly screening them is mandatoryThose fees are to cover those costs as I do run a business and cannot waive late fees, app fees and admin fees all the time despite what we did for you during your lease term With that said I am happy to offer a $credit to your account as a settlement to your claim which was raised after your tenancy was established with a previous landlord If you choose to settle this and move forward with our lives I will expect the Revdex.com complaint you have logged to be dismissed and for a termination agreement to be signed stating that neither party will revert to any negative commentary toward the other in an avenue available and that both sides will provide neutral references about the other party if needed If you choose not to accept this offer by Friday July 25th at noon we will proceed with responding to the Revdex.com accordingly regarding your complaint and your tenancyThanks [redacted] Principal-Vice President Kass Management Services [redacted] XXXXX XXX-XXX-XXXX ext [redacted] Fax XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/07/24) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email***
I received the application for *** for a Re Let of the apartment at *** #G on June 22nd to process
from the property managerAn approval was determined and a lease with instructions for execution was email to the applicants on June 24thI received notice on this day from the applicants that they had found something else in the interim and were not taking the unit at Wolcott anymoreSince they did not put money down to hold the apartment the only money that was deposited was the Non-Refundable application fee
I explained to the applicants that application fees are not refundable and I doubted the statement that the receptionist quoted a hour turnaround time
Regardless, There may have been miscommunication
at the time of applicationTherefore, in an offer of good will we will refund the application fee

Initial Business Response /* (1000, 5, 2014/08/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@kassmanagement.com
Below is an email we have sent to Mr. [redacted] regarding his complaint.
From: [redacted]
Sent: Wednesday, July 23, XXXX...

X:XX PM
To: '[redacted]@uchospitals.edu'
Cc: [redacted]
Subject: RE: [redacted]
Justin, I apologize for how you feel you have been treated and will attempt to answer your questions and resolve your issues below, but I believe you are mistaken on some levels.
The notice you received was due to the fact that your rent account is separate from your parking account. At the very beginning of your lease term my office notified you that if you chose to pay online that parking would have to be set up separately from the rent payment account. You were provided two separate log in's and were advised that if payment was made to one account in full it may not get applied to the other account as it requires manual adjustment of your account which may not happen automatically. I have attached a copy of both letters that are provided which detail your account log in info so that you could set up payments properly. With that said [redacted] the previous property manager monthly would attempt to have the payments you were making to the rent account adjusted manually so to apply the appropriate amount to the parking spot account. This and last month that did not happen and you received a late letter for the balance on the account for the parking. While I apologize for you receiving such notice I am sure you will understand how this could have been avoided by using both accounts to process your payments. When making monthly payments you should have noticed the amount being charged to the account you were paying for was not the full amount including parking but that is not important since it seems you feel my office should have monitored your account continuously. Please do note that we have over 10,000 units and monitoring each account is not possible and we hope that you can understand this.
With that said your account has now been adjusted and you will have a credit on your account for $20.74. See attached ledger for proof and history.
As for the issues with your neighbors during your tenancy I would hope that you filed police reports and or filed complaints against them with the police so to investigate the situation accordingly. If you did not, I can only advise you that as a landlord we would be limited to what we could do and by making such a claim against someone without evidence and or police interaction. As with you, those tenants were inherited by my company at takeover and we were not provided any information on them beside the names and monthly rent due. Nonetheless, we are in the process of evicting that tenant and hope they will not be a disturbance for anyone in the property moving forward once they are moved out.
As for your claim of making you provide us proof of rent payment at management takeover; it was necessary as the previous management who rented you your apartment had records showing a balance on the account. It was necessary to receive the information as we did not want to presume the information provided was accurate.
As for your request for a settlement for the gas bill; I want to be very clear that WE did not rent the apartment to you. We did not have any knowledge of this and did not offer you a lease or renewal under the pretense that you were paying for the laundry gas, nor were we aware of it until recently. When you signed your lease with Wrightwood Management (see attached) there is no reference to it and I can understand your frustration with it being connected to your unit but am at a loss how that frustration is aimed at my firm directly.
I will be upfront in stating that we have been very accommodating to you during the lease term, in that we reserved the right to NOT charge you late fees to your account despite there being a handful of late payments during the lease term. The one late fee charged was actually reversed as a sign of good faith. Now you wish to attack me and my firm for being money hungry and only caring about the collection of rent? Where is the logic? Would it be possible to add those late fees to your account now? Yes it would, but I do not wish to do business that way and hope this example of how in some way we were accommodating will help both sides understand how things can be taken out of context.
Justin, during your lease you moved people in without having them added to the lease. That is a clear violation of the lease. We did not make it a sticking point despite the concern that it brings. You were insulted that we were charging app fees and admin fees for the processing of the applications for the residents who were at the time illegally occupying the apt. We certainly don't want people in the unit that are going to cause a disturbance and properly screening them is mandatory. Those fees are to cover those costs as I do run a business and cannot waive late fees, app fees and admin fees all the time despite what we did for you during your lease term.
With that said I am happy to offer a $75 credit to your account as a settlement to your claim which was raised after your tenancy was established with a previous landlord.
If you choose to settle this and move forward with our lives I will expect the Revdex.com complaint you have logged to be dismissed and for a termination agreement to be signed stating that neither party will revert to any negative commentary toward the other in an avenue available and that both sides will provide neutral references about the other party if needed.
If you choose not to accept this offer by Friday July 25th at noon we will proceed with responding to the Revdex.com accordingly regarding your complaint and your tenancy. Thanks.
[redacted]
Principal-Vice President
Kass Management Services
[redacted] XXXXX
XXX-XXX-XXXX ext [redacted]
Fax XXX-XXX-XXXX