Enclave Management

From: Mary [redacted] J*** < [redacted] @ [redacted] .com>Date: Fri, Dec 16, at 7:PMSubject: Case ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Good evening [redacted] ,The resident had sent an email to one of our staff saying to consider this case closed All have been since advised to close the loop with you should this occur in the future.Thank you for your time on the phone Wednesday, and the opportunity to respond in writingI have reviewed all related (and unrelated emails) and the content of all phone conversations between the resident and the staff at The Enclave (while under our management since August 26, 2016)The first attachment, the response, summarizes what I foundI respectfully submit confidential information with the understanding it won’t be disclosedIt does show that correct procedures were followed, and the ledger and activity log in our property management software, properly documented all transactionsAdditionally, the resident had access to this ledger and the online resident portal 24/through which she could have reached usShe had accessed her account times (and times during the period of time in question) and had ultimately used our resident contact form, to which we immediately follow up with a phone call, then emailThe long and short of it is:· The apartment building was bought and sold in the midst of the resident concerns.· The resident sent emails to the wrong email addresses (despite at least “Change of Management” notices, and with new contact information).· The resident agreed that she still had the guest parking pass for which she was being charged the $fee, and identified as such on her ledger since August.· The resident thought she had been repeatedly in contact with us – and of course, we had not received her emails (wrong email address.)· The resident did have alternate ways to contact us as we are located on site, have Concierge until 10PM nightly and 24/on weekends, and have multiple modes of communication· All communication by the resident to us, prior to Nov 1, via phone, service request or otherwise, she never mentioned any concerns about her fees/charges.I believe this to have been an honest mistake by the resident, anxious about a ledger she could not understand regardless of whether everything was labeled.Absolutely, we would not have wanted her dissatisfied as we have redundant systems for resident contactOn our part, there was no lack of communication once notified or dishonesty in the delivery of serviceThank you.Best,Mary [redacted] Mary [redacted] J***General ManagerEnclave Silver SpringOak Leaf Drive | Silver Spring, Maryland 20901Tel###-###-#### | Fax [redacted] @ [redacted] .com | LiveEnclaveApts.comProfessionally Managed by:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] This is about a complaint that I reported to Revdex.com in January about the Enclave apts in Sliver Spring, MDMy issue was NEVER resolvedI spoke with the manager of the complex and she sat with me and explained and showed me all the plans of how they are going to fix several issues that were happening here at the EnclaveThat was beginning of Feb when we spokeNow I am writing back and it is 4/13/The last week of March the assistant mgr called and spoke to me and wanted me to schedule a time to go and speak to her; the time never came bc soon after the assistant Mgr resignedNothing with my case was resolvedPest mgmt has still has not showed up, we have mice running around in the house and now instead of having 24hr security and concierge (which is stated in our lease) they have cut concierge and security hours so badlyBELOW I WILL REPOST MY ORIGINAL MESSAGE On January 31st my toyota that is always parked on the premises was broken intoThe busted the back glass and went into my car and scattered everything insideStole loose change, gum, candies that were inside Then today Feb 1, my car was broken into againThis time the compartment which is always locked was bustedThey broke the lock and the compartment is permanently broken; it can't closeThere were about other cars that were broken into this weekI spoke to of the ownersAlso there had been a week in the month of January that I remembered where there was no light in the parking lot on the side of the A buildingI get home from work at exactly 7pm and when I get home I have to find parking and walk through the parking lot with my 5yr oldThat week I was scared for our safety because it was very darkNow (1/and 2/01) I see the trucks out there to fix the lightsAlso last fall, my son's bicycle was stolen off of our verandaWe are on the 2nd floor but it was taken off Also so many other stuff has been going on ever since the new mgmt took over ( [redacted] ***) There has been so many complaints from the residentsPolice have been called so much more oftenThere was even a stabbing in my bldg in NovThat day as I was coming home, I used the stairway as I sometimes do and there was the victims bloody shoes and pants in the corner and blood on the wallThere was also a bloody $bill on my hallwayThere had been a time also in Nov or Dec last year when I came home and I saw a teenage boy lying right in the middle of the halway floor btwn my door and the neighbor's doorI have little ones! I chose this place as my home because they advertise and promise safety and family friendly environmentUnfortunately they don'tI don't feel secure The apt complex advertises and it is in the lease clause that it provides 24hr security to all the residents but in fact it doesn'tThere is no security from 6am - 2pm everydayWith pest mgmt: We noticed mice in the home early fallIn Oct I contacted the apt complex and they sent pest control to come inThey did and set up boxes in the kitchenI believe is poisonBut since then they never came back or called me to check for activityI just called them back this January to complain againPest control came in and did the same thing they did the first time; which was to set those boxes againHe told us that he will be back in a week on a MondayThat was Martin Luther King day and he never showed upI called the office several times to find out what happened and they said pest control was not on the premises on MLK daySo I was told again they would come another day (can't remember exactly which day) They put me on the schedule and no one showed upI called the office and spoke to couple of people and they scheduled me for another day and that I will be first on the list @ 9amNo one showed up until the afternoonAll the meanwhile I was calling the office to find out if they didn't overlook me againNo one called to tell me that the Pest mgmt team were running late and were not on the premises till afternoonSo they came that afternoonSo now I will see how long it will take to resolve the issueRegards, [redacted] ***

Good afternoon,I wanted to let you know that we are meeting with the resident who put forth this complaint to further understand their concerns and to bring about a resolution.We will follow up with the Revdex.com after this meeting, tomorrow.Thank you for your kindness and patience in the handling
of this consumer concern.Best,Mary C***

Thank you for providing us the opportunity to respond. We have attached a summary of action taken with regard to this resident's concerns. We will also reach out to her, to ensure we can address any remaining concerns.

From: Mary [redacted] <[redacted].com>Date: Fri, Dec 16, 2016 at 7:35 PMSubject: Case ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good evening [redacted],The resident had sent an email to one of our staff saying to consider this case closed....

All have been since advised to close the loop with you should this occur in the future.Thank you for your time on the phone Wednesday, and the opportunity to respond in writing. I have reviewed all related (and unrelated emails) and the content of all phone conversations between the resident and the staff at The Enclave (while under our management since August 26, 2016). The first attachment, the response, summarizes what I found. I respectfully submit confidential information with the understanding it won’t be disclosed. It does show that correct procedures were followed, and the ledger and activity log in our property management software, properly documented all transactions. Additionally, the resident had access to this ledger and the online resident portal 24/7 through which she could have reached us. She had accessed her account 23 times (and 16 times during the period of time in question) and had ultimately used our resident contact form, to which we immediately follow up with a phone call, then email. The long and short of it is:·         The apartment building was bought and sold in the midst of the resident concerns.·         The resident sent emails to the wrong email addresses (despite at least 4 “Change of Management” notices, and with new contact information).·         The resident agreed that she still had the guest parking pass for which she was being charged the $20 fee, and identified as such on her ledger since August.·         The resident thought she had been repeatedly in contact with us – and of course, we had not received her emails (wrong email address.)·         The resident did have alternate ways to contact us as we are located on site, have Concierge until 10PM nightly and 24/7 on weekends, and have multiple modes of communication·         All communication by the resident to us, prior to Nov 1, via phone, service request or otherwise, she never mentioned any concerns about her fees/charges.I believe this to have been an honest mistake by the resident, anxious about a ledger she could not understand regardless of whether everything was labeled.Absolutely, we would not have wanted her dissatisfied as we have redundant systems for resident contact. On our part, there was no lack of communication once notified or dishonesty in the delivery of service. Thank you.Best,Mary [redacted]Mary [redacted]General ManagerEnclave Silver Spring11225 Oak Leaf Drive    |    Silver Spring, Maryland 20901Tel. ###-###-####   |   Fax [redacted].com    |    LiveEncl...⇄ Managed by:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
This is about a complaint that I reported to Revdex.com in January 2017 about the Enclave apts in Sliver Spring, MD. My issue was NEVER resolved. I spoke with the manager of the complex and she sat with me and explained and showed me all the plans of how they are going to fix several issues that were happening here at the Enclave. That was beginning of Feb when we spoke. Now I am writing back and it is 4/13/2017. The last week of March the assistant mgr called and spoke to me and wanted me to schedule a time to go and speak to her; the time never came bc soon after the assistant Mgr resigned. Nothing with my case was resolved. Pest mgmt has still has not showed up, we have mice running around in the house and now instead of having 24hr security and concierge (which is stated in our lease) they have cut concierge and security hours so badly. BELOW I WILL REPOST MY ORIGINAL MESSAGE On January 31st my toyota that is always parked on the premises was broken into. The busted the back glass and went into my car and scattered everything inside. Stole loose change, gum, candies that were inside Then today Feb 1, my car was broken into again. This time the compartment which is always locked was busted. They broke the lock and the compartment is permanently broken; it can't close. There were about 4 other cars that were broken into this week. I spoke to 2 of the owners. Also there had been a week in the month of January that I remembered where there was no light in the parking lot on the side of the A building. I get home from work at exactly 7pm and when I get home I have to find parking and walk through the parking lot with my 5yr old. That week I was scared for our safety because it was very dark. Now (1/30 and 2/01) I see the trucks out there to fix the lights. Also last fall, my son's bicycle was stolen off of our veranda. We are on the 2nd floor but it was taken off Also so many other stuff has been going on ever since the new mgmt took over ([redacted]) There has been so many complaints from the residents. Police have been called so much more often. There was even a stabbing in my bldg in Nov. That day as I was coming home, I used the stairway as I sometimes do and there was the victims bloody shoes and pants in the corner and blood on the wall. There was also a bloody $5 bill on my hallway. There had been a time also in Nov or Dec last year when I came home and I saw a teenage boy lying right in the middle of the halway floor btwn my door and the neighbor's door. I have little ones! I chose this place as my home because they advertise and promise safety and family friendly environment. Unfortunately they don't. I don't feel secure The apt complex advertises and it is in the lease clause that it provides 24hr security to all the residents but in fact it doesn't. There is no security from 6am - 2pm everyday. With pest mgmt: We noticed mice in the home early fall. In Oct I contacted the apt complex and they sent pest control to come in. They did and set up 2 boxes in the kitchen. I believe is poison. But since then they never came back or called me to check for activity. I just called them back this January to complain again. Pest control came in and did the same thing they did the first time; which was to set those 2 boxes again. He told us that he will be back in a week on a Monday. That was Martin Luther King day and he never showed up. I called the office several times to find out what happened and they said pest control was not on the premises on MLK day. So I was told again they would come another day (can't remember exactly which day) . They put me on the schedule and no one showed up. I called the office and spoke to couple of people and they scheduled me for another day and that I will be first on the list @ 9am. No one showed up until the afternoon. All the meanwhile I was calling the office to find out if they didn't overlook me again. No one called to tell me that the Pest mgmt team were running late and were not on the premises till afternoon. So they came that afternoon. So now I will see how long it will take to resolve the issueRegards,
[redacted]