ER Urgent

See attached documentEagle Creek Apartments Aspen Drive #Independence, KY (859) [email protected] Serving Southern Ohio, Northern Kentucky, Southeast Indiana E4th, Suite 600Cincinnati, OH Attention: *** ***, Marketplace Resource ConsultantRE: ID #
***February 16, 2015** ***:A) Regarding the “gas leak"; It's been almost a year so the details are a bit fuzzy but we do have natural gas furnaces and water heaters at this communityI believe that at the time this resident moved in there was a tiny leak (loose connection?) that our 1st maintenance technician missed but the 2nd technician found and fixedThis is a community consisting of year old buildings so sometimes repairs are necessary.B) Regarding the water heater: There was a disconnected water heater in the hallway from approximately noon one day until about 9:am the following morningYes, this is perhaps not the best idea, but it was not in any way connected to a gas line and was therefore not a danger in regards to the gasIt is our policy that the maintenance staff only return calls from our Emergency Maintenance Hotline that are in regards to an actual emergency, so she did not receive a return call from maintenanceWhen she e-mailed me about the situation, I notified her that the water heater had been removed and explained why she did not receive a return call from them.C) Regarding my “failure to answer her calls"She did send me an e-mail one day (recently) stating that she had tried to call the office on her way home and that I had been in the office at the time but did not take her callThere are several reasonable explanations as to why I may not have answered the phone, i.eI could have been on the other line, I could have been on my other property's line, I could have had someone in my office (and in fact on that day I did have a chat with another resident in my office from about 5:15-5:p.m.) or I could have been giving a tour or even been in the bathroom She did not leave a message and I did not know I had missed her call until I received the e-mail the following morningIn addition, just yesterday (2/15/16) while speaking with her on the phone, I discovered that I did not have her current personal cell phone number on file and that I had an incorrect number on file for her work cell phoneI therefore could not possibly be screening her calls because I did not have the number.On that note: in general, if I receive an e-mail from someone, I respond with an e-mailIf they call me, I call them backUnless asked in an e-mail to call or asked in a call to e-mail I just feel it's the most polite thing to doMost of my communication with this person has been generated by her, via e-mailIf, in an e-mail, she had asked me to call, I would haveIn previous e-mails with her, many months ago, I mentioned thisSpeaking of which, I believe I have most of our email communication archived and can document that my communication with her has been both polite and professional.D) Regarding the bathtub: I was notified in an e-mail that her tub was peeling (it had been reglazed just before she moved in)I thanked her for letting me know (because there's a warrantee) and contacted the company we contract that work with for an inspectionWhen it was inspected, the contractor explained to me that the use of a bath mat in the tub (there was a mat hanging from the towel rack) voided the warrantee which was explained on a card they leave in the unit after completing their workThe resident disagreed that the bath mat was the cause of the problemThe contractor said that even if it wasn't the cause of the problem that the warrantee was still void because she had clearly used the bathmatThe resident stated that the “no bathmat" policy was not on the card and I asked if she had the card so I could prove to the contractor that she hadn't done anything prohibited but did not hear back from her on thisOddly, a few days later I requested a copy of the card for a different resident (for the cleaning instructions) and was able to see for myself that it did, indeed, NOT mention a ban on bath matsThe tub has now been reglazed, under the warrantee.This resident really is a great renterShe always pays her rent on time and I have received no complaints about the apartmentThe very few times I have been in her home it has been clean & tidyMy inability to make this person happy in her home is actually a nagging concern of mineWe've gone outside of the norm to try to please herThere have been several times that I have arranged to have work in her home done at her convenience, by appointment, which is not something of which we make a habit, due to it being difficult to accommodate everyone's schedulesI've pulled a maintenance tech from another property to do work in her home when I knew it would be a few days before the tech at this community could get to herHave there been delays or minor miscommunications at times? SureWe're humansHave there been any purposeful delays or ignoring of communication? Absolutely not.Sincerely, EAGLECREEKAPARTMENTSTeresa G***Property Manager