Fairfax House Associates Ltd

This response was received via email by ** at Revdex.com.Fairfax House response to complaint to Revdex.com of tenant *** [redacted] : In speaking by telephone on July 11, with [redacted] , Revdex.com ("Revdex.com") [redacted] I expressed surprise that I had not been contacted directly by our tenant before she filed her complaint with Revdex.com, especially since our tenant had called me several times to thank me for renting her apartment to herFollowing my discussion with [redacted] I began investigating the matter, speaking with our tenant by telephone and our Resident Manager by telephoneThe complaining tenant's first complaint is that certain minor repairs in her apartment were delayedOur tenant receives rental assistance under a Section Housing Voucher through [redacted] ***Prior to approving an apartment for rental, *** inspections department inspects the apartment to make sure it is habitable and ready to rentOver the years, Fairfax House has had many tenants assisted by *** under the Housing Voucher program, and our apartments have always passed inspectionIn this case, the apartment passed inspection prior to move-inHowever, there were some small matters brought by the tenant to our Resident Manager's attention which our on-site maintenance staff addressed in a timely mannerThe tenant specifically refers to painting the sides of a bathroom medicine cabinet to repair rust staining, "corking," which must mean caulking, the place where the toilet supply line meets the wall, tightening a "shower rail," and fixing a kitchen cabinetAll these minor repairs were completed although some of them were done separately, later after the tenant sent one of our maintenance technicians out of her apartment when she insisted on showing him one of the other items while he was on his back working on the kitchen cabinetHe states that he politely asked her to wait while he finished the cabinet work, and she became angry and asked him to leaveAll the minor repairs would all have been completed in less than one hour instead of over a period of days had the tenant not asked our maintenance technician to leave her apartment before he completed all of the repairsIn any case, please see the attached *** form signed by the tenant and myself, attesting that the repairs have been completedPlease also note that the area where the supply line to the toilet meets the wall did not need caulking per se; there is a small circular plate that fits over the supply line which plate was secured to the wallThe plate is both necessary and proper in the situation as the supply line itself properly vibrates slightly as water passes through it so it cannot be caulked directly to the wall as the vibration would loosen itThe larger part of our tenant's complaint regards how she perceived she and her daughter were treated by our Resident Manager when our tenant applied for her apartmentThe tenant complains about our Resident Manager's "unprofessional body languages (sic)" toward her daughter, which the tenant describes as "pointing his finger into" herShe also complains that he raised his voice and was rude and disrespectful on three occasions following mowithout being specific as to the time or circumstancesWhen I asked her during our telephone conversation, the tenant could not give specific examples beyond the occasion when she was applying for the apartment nor could she identify the times of the alleged rude behaviorOur Resident Manager denies behaving rudely at all and states that our tenant was upset because she perceived her application for the apartment was being intentionally delayed by Fairfax HouseThis is falseIn fact, our tenant's application was delayed only due to her own failure to transfer her Section Housing Voucher from [redacted] , where she was living, to [redacted] I spoke to a representative of *** myself while our tenant's application was in process and was told by that person that we could not submit a request for lease approval to the agency until our tenant had a Housing Voucher at the agencyI let our tenant know this by telephone, and she successfully transferred her Housing Voucher to [redacted] which then processed the request for lease approval, allowing us to rent the apartment to our tenantOur Resident Manager stated that our tenant was so happy with his work on renting her the apartment that she not only thanked him but hugged himShe also left me several voice messages, thanking me for my help in renting her the apartment.For example, in a voice message left on March 8, 2016, our tenant said she had signed her lease and done a mowalk-through inspection with our Resident Manager who, “is so nice,” and who her,“daughter said is so niceI just wanted to tellyou how grateful I am to be given a place to call home I am so gratefulYou said welcome,” to the building, and your manager, “said welcome too.”When I asked the complaining tenant, who spoke with me frequently during the application process and left many voice messages such as the on excerpted above, why she did not contact me with her concerns prior to reporting them to the Revdex.com, she told me she didn’t want to waste time callingsomeone (me) who only wanted to “give a pat on the back” to our Resident ManagerShe told me she called the police twice, but could not identify the names of any officers or give me the date of such calls to allow me to obtain a copy of any police reportAlthough she went on at length regardingcalling the police, when I asked her for specific information about her complaint to them and any action they took, including written reports, dates,and names, she raised her voice to me, accused me of being disrespectful and talking over her, and questioned why I needed to investigate her complaint rather than taking her at her wordWhile I suspect there are no police reports on any complaint to the police our tenant may have made and no one from the [redacted] has called me to investigate any complaint, I am willing to try to obtain any reports to help determine what, if anything, may have happened.Our tenant’s desired settlement is an apology from our Resident Manager and a change in his perceived behaviorAlthough our Resident Manager appears not to owe our tenant any apology, he and I have discussed that he could say to her that he is sorry for any inconvenience she may have experienced andthat he may have gotten off on the wrong foot with her, always respects our tenants, and would like to start again on a new foot with a good tenant-manager relationshipWe pride ourselves on treating tenants and applicants with respect and understand that the success of our business depends on a highlevel of service to our tenants and applicantsOur rating with the Revdex.com is an A, and we hope to keep it that wayPlease do not hesitate to contact mewith any questions, concerns, or suggestions

This response was received via email by ** at Revdex.com.Fairfax House response to complaint to Revdex.com of tenant [redacted] [redacted]: In speaking by telephone on July 11, 2017 with [redacted], Revdex.com ("Revdex.com") [redacted] I expressed surprise that I had not been...

contacted directly by our tenant before she filed her complaint with Revdex.com, especially since our tenant had called me several times to thank me for renting her apartment to her. Following my discussion with [redacted] I began investigating the matter, speaking with our tenant by telephone and our Resident Manager by telephone. The complaining tenant's first complaint is that certain minor repairs in her apartment were delayed. Our tenant receives rental assistance under a Section 8 Housing Voucher through [redacted]. Prior to approving an apartment for rental, [redacted] inspections department inspects the apartment to make sure it is habitable and ready to rent. Over the years, Fairfax House has had many tenants assisted by [redacted] under the Housing Voucher program, and our apartments have always passed inspection. In this case, the apartment passed inspection prior to move-in. However, there were some small matters brought by the tenant to our Resident Manager's attention which our on-site maintenance staff addressed in a timely manner. The tenant specifically refers to painting the sides of a bathroom medicine cabinet to repair rust staining, "corking," which must mean caulking, the place where the toilet supply line meets the wall, tightening a "shower rail," and fixing a kitchen cabinet. All these minor repairs were completed although some of them were done separately, later after the tenant sent one of our maintenance technicians out of her apartment when she insisted on showing him one of the other items while he was on his back working on the kitchen cabinet. He states that he politely asked her to wait while he finished the cabinet work, and she became angry and asked him to leave. All the minor repairs would all have been completed in less than one hour instead of over a period of days had the tenant not asked our maintenance technician to leave her apartment before he completed all of the repairs. In any case, please see the attached [redacted] form signed by the tenant and myself, attesting that the repairs have been completed. Please also note that the area where the supply line to the toilet meets the wall did not need caulking per se; there is a small circular plate that fits over the supply line which plate was secured to the wall. The plate is both necessary and proper in the situation as the supply line itself properly vibrates slightly as water passes through it so it cannot be caulked directly to the wall as the vibration would loosen it. The larger part of our tenant's complaint regards how she perceived she and her daughter were treated by our Resident Manager when our tenant applied for her apartment. The tenant complains about our Resident Manager's "unprofessional body languages (sic)" toward her daughter, which the tenant describes as "pointing his finger into" her. She also complains that he raised his voice and was rude and disrespectful on three occasions following move-in without being specific as to the time or circumstances. When I asked her during our telephone conversation, the tenant could not give specific examples beyond the occasion when she was applying for the apartment nor could she identify the times of the alleged rude behavior. Our Resident Manager denies behaving rudely at all and states that our tenant was upset because she perceived her application for the apartment was being intentionally delayed by Fairfax House. This is false. In fact, our tenant's application was delayed only due to her own failure to transfer her Section 8 Housing Voucher from [redacted], where she was living, to [redacted]. I spoke to a representative of [redacted] myself while our tenant's application was in process and was told by that person that we could not submit a request for lease approval to the agency until our tenant had a Housing Voucher at the agency. I let our tenant know this by telephone, and she successfully transferred her Housing Voucher to [redacted] which then processed the request for lease approval, allowing us to rent the apartment to our tenant. Our Resident Manager stated that our tenant was so happy with his work on renting her the apartment that she not only thanked him but hugged him. She also left me several voice messages, thanking me for my help in renting her the apartment.For example, in a voice message left on March 8, 2016, our tenant said she had signed her lease and done a move-in walk-through inspection with our Resident Manager who, “is so nice,” and who her,“daughter said is so nice. I just wanted to tellyou how grateful I am to be given a place to call home…I am so grateful. You said welcome,” to the building, and your manager, “said welcome too.”When I asked the complaining tenant, who spoke with me frequently during the application process and left many voice messages such as the on excerpted above, why she did not contact me with her concerns prior to reporting them to the Revdex.com, she told me she didn’t want to waste time callingsomeone (me) who only wanted to “give a pat on the back” to our Resident Manager. She told me she called the police twice, but could not identify the names of any officers or give me the date of such calls to allow me to obtain a copy of any police report. Although she went on at length regardingcalling the police, when I asked her for specific information about her complaint to them and any action they took, including written reports, dates,and names, she raised her voice to me, accused me of being disrespectful and talking over her, and questioned why I needed to investigate her complaint rather than taking her at her word. While I suspect there are no police reports on any complaint to the police our tenant may have made and no one from the [redacted] has called me to investigate any complaint, I am willing to try to obtain any reports to help determine what, if anything, may have happened.Our tenant’s desired settlement is an apology from our Resident Manager and a change in his perceived behavior. Although our Resident Manager appears not to owe our tenant any apology, he and I have discussed that he could say to her that he is sorry for any inconvenience she may have experienced andthat he may have gotten off on the wrong foot with her, always respects our tenants, and would like to start again on a new foot with a good tenant-manager relationship. We pride ourselves on treating tenants and applicants with respect and understand that the success of our business depends on a highlevel of service to our tenants and applicants. Our rating with the Revdex.com is an A, and we hope to keep it that way. Please do not hesitate to contact mewith any questions, concerns, or suggestions.