Fresno Management Company

Initial Business Response / [redacted] (1000, 8, 2015/12/14) */ RE: Case [redacted] In response to your letter dated November 30, *Bedroom window screens Installed on December 10, *Master bathroom toilet Work order called in October 21, and later cancelled *pest Control Our records do not reflect a request for service [redacted] may have been requesting directly from Vendors or to Real Estate Agents during different walk-throughs for the sale of the propertyNow that we are aware of the complaint work order #XXXXX has been dispatched to A-Leave Pest ControlVendor will contact tenant within hours to schedule service *Notice of Entry complaint Notice of Entry was delivered on November 21, for entry on November 24th & 25th for repairs (please see attached) *Fresno Managements Desired Resolution: Fresno Management would like the opportunity to resolve any and all repair issues that the tenant may have and to continue the lease contract to full termIn an effort to expedite future work orders, Fresno Management Company has recently incorporated a hour repair line (X-XXX-XXX-XXXX) so tenants are able to reach a live person any hour of the day and work order is created at that moment Thank you in advance for your consideration in the matter Sincerely, Fresno Management Company Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Fresno Management company has begun to resolve the issues I complained aboutAt this time I am satisfied with what management has begun to doThe screens has been put on and a pest control agent did come out to take a look at the rodent complaintThus far nothing has been done in regards to the rodent findingsI will follwith Fresno Management in that regardIf anymore issues arise I will certainly reopen this caseThank you so much for your help in this matterI appreciate it [redacted]

July 14, Dear Revdex.com, In response to complaint ID #12247366, *** *** *** who resides at *** ** *** *** *** *** *** ***We are presenting facts in regards to the complaintPlease see below the following: • On June 20, Tenant called into
the Fresno Management Company Front Desk and informed them his A/C was not workingService request was taken over the phone and submitted to Repair Department for dispatch to an HVAC vendor• Work order was sent to vendor Costless Plumbing on June 20, at 11:am • Vendor Costless Plumbing called tenant at 12:pm on June 20, Tenant did not answerVendor left a voicemail for tenant• Tenant called Customer service hotline asking for ETA at 5:pm on June 20, • Tenant called Customer service hotline asking for ETA at 8:pm on June 20, • Tenant called Customer Service hotline asking for ETA at 7:pm on June 21, • Tenant called Customer Service hotline asking for a follow up 10:am on June 22, Customer Service resent work order to Property Management Company and Vendor Costless PlumbingCustomer service spoke with Vendor Costless Plumbing who stated they have tried to reach out to the tenant and received no call back from the tenantCustomer Service advised Vendor to give them another call• Property Management Company called tenant at 6:pTenant did not answerLeft voicemail• Vendor called tenant at 6:pmTenant did not answerLeft voicemail• On June 23, at 8:am Tenant called vendor back and made an appointment with the vendor to come assess the HVAC issueAppointment was made for June 28, and would give tenant a call when in route to his apartment• On June 23, at 2:pm tenant came into the office and spoke with receptionist stating nobody has called him to schedule an appointment or left any voicemailsTenant then later mentioned he has an appointment with the vendor for Wednesday June 28, • On June 23, at 6:pm Tenant called in to the customer service hotline and stated he went to the Property Management Company office and spoke with a manager who told him he would receive compensation to stay somewhereCustomer Service advised tenant they were not aware of such thing and isn't authorized to give compensationTenant stated he was upset because the vendor will not be out to take a look at his unit until June 28, Wednesday and is upset since he submitted the work order June 20, TuesdayCurrent temperature: • Tenant had installed window A/C in the meantime till A/C issue was resolved-reported by onsite manager • On June 28, at 11:am Property Management Company called tenant to inform him the vendor Costless Plumbing will be calling him when the vendor in ro to to his unitTenant agreed • On June 28, at 11:am Tenant came into the office and spoke with receptionist advising her the a/c had not been fixedTenant states he was never given a time (although he spoke with PM and was advised vendor would call when in route and tenant agreed) Receptionist advised tenant to keep open availability due to tech calling him at any timeTenant states it isn't his problem if he couldn't respond to the calls in a timely manner and repairs needed to be done asapTenant was made aware he needed to answer his phone so the A/C issue can be resolvedTenant states he needed to be compensated days he wasn't staying in his unitReceptionist advised tenant he would not be compensated due to PM following all procedures in timely mannerTenant left upset stating he will be seeking an attorney • On June 28, at 2:pm Vendor called tenant twice confirming appointmentTenant didn't answerLeft voicemail for tenantHVAC tech was still dispatched • On June 28, at 2:pm HVAC tech found blower motor with fan needing replacementVendor will prepare quote to PM for approval • On June 29, at 12:27pm Quote from Costless Plumbing was received (New blower motor -$359) • On June 29, at 2:14pm Email was sent to owner for approval • On June 29, at 2:31pm Owner approved • On June at 2:Costless was sent new work order indicating owner approval • On June 29, at 5:34pm tenant called into customer service repair hotline for update • On June 30, at 2:48pm tenant called to follow up on WO and ask for ETA, stated if they can call him to schedule. • On July 5, at 5:36pm Vendor was resent the work order to follow up with scheduling with tenant • On July 8, at 2:44pm Tenant called to follow up and request an ETAinformed of notes • On July 10, at 2:10pm Update was requested from vendor who stated that they would contact tenant to schedule (Tenant was present at FMC office during phone call to vendor) • On July 10, at 2:15pm Tenant was told the following "advised that the tenant more than likely does not have to be home for the replacement and if entry to the unit for the replacement is necessary FMC can schedule an NOE (notice of entry)" • On July 10, Vendor scheduled replacement for July 12, • July 12, Blower motor with fan was replaced at 4:pm We at Fresno Management Company are very sympathetic as to back and forth with the tenant to address his AC unit! We have had tenants without AC during the heatwaveWe have worked diligently with AC companies to address tenants concerns in expeditious mannerThe major problem here was that the tenant was not available and did not pick up the phone on dozen plus occasions from both Management Company and the Costless Pluming Heating and AC! Also, I would like to point out that he does not speak English where the communication with him is very difficult! And we have to work through the translators. I would like to comment on the statement by the occupant that we advised him not to contact attorney or other organizationsThis is not something we would ever advised anyoneIn fact, the opposite is trueEveryone is encouraged to take whatever steps they wish to take as it is something we have no control overAll we can do is to coordinate between all parties involved; tenant, vendor, owner, warranty company, insurance, code enforcement, etcIt is for a tenant to do his part that is to pick up the phone and allow access to his home. All in all we apologized to the tenant and are submitting to you this very lengthy documentationPlease feel free to call/email, with any all questions you may haveWe are asking that you close this matter with the positive outcome to both partiesLooking forward to hear from you. With most regards, am I Goodwin

Initial Business Response /* (1000, 8, 2015/12/14) */
RE: Case [redacted]
In response to your letter dated November 30, 2015
*Bedroom window screens Installed on December 10, 2015
*Master bathroom toilet Work order called in October 21, 2015 and later cancelled
*pest...

Control Our records do not reflect a request for service. [redacted] may have been requesting directly from Vendors or to Real Estate Agents during different walk-throughs for the sale of the property. Now that we are aware of the complaint work order #XXXXX has been dispatched to A-Leave Pest Control. Vendor will contact tenant within 72 hours to schedule service.
*Notice of Entry complaint Notice of Entry was delivered on November 21, 2015 for entry on November 24th & 25th for repairs (please see attached).
*Fresno Managements Desired Resolution: Fresno Management would like the opportunity to resolve any and all repair issues that the tenant may have and to continue the lease contract to full term. In an effort to expedite future work orders, Fresno Management Company has recently incorporated a 24 hour repair line (X-XXX-XXX-XXXX) so tenants are able to reach a live person any hour of the day and work order is created at that moment.
Thank you in advance for your consideration in the matter.
Sincerely, Fresno Management Company
Initial Consumer Rebuttal /* (2000, 11, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Fresno Management company has begun to resolve the issues I complained about. At this time I am satisfied with what management has begun to do. The screens has been put on and a pest control agent did come out to take a look at the rodent complaint. Thus far nothing has been done in regards to the rodent findings. I will follow-up with Fresno Management in that regard. If anymore issues arise I will certainly reopen this case. Thank you so much for your help in this matter. I appreciate it. [redacted].

Initial Business Response /* (1000, 5, 2015/11/19) */
[redacted] Specialist Re: Case # [redacted]
In response to your letter dated November 9, 2015
*Porch Light-*Porch Light- Work order #XXXXX Replaced exterior light fixture
Work order #XXXXX Replaced light...

bulb (See Attached work orders)
*A.IC Units- Work order #XXXXX Repair both upstairs/downstairs A/C. Repair took 7-days due to condenser fan & motor had to be ordered. (See Attached Invoice)
Completed 9/21/2015 Completed 11/16/2015
Completed 8/11/2015
*Heater- Work order #XXXXX Repair heater Completed 11/12/2015 (See Attached Invoice)
*Down-stairs Flooring; The downstairs flooring is commercial grade stamped, stained and sealed concrete. (Please see attached pictures) It looks very nice and is in most cases desirable flooring vs. carpeting. This tenant had the opportunity to view this unit prior to submitting an application. Once approved, the tenant was then provided a move in inspection prior to being given possession at which time pictures and a move in was performed. The tenant signed the move in, accepting the condition of the unit and was provided keys. This unit was in fact re-habbed prior to the tenant taking possession at a cost of $3,667,71. (See Attached invoice).
*Outstanding Repairs: Work order # XXXXX *Front and Back Door- Weather Stripping *Upstairs bathroom and Son's bedroom Weather Stripping. Scheduled to be completed on 11/20/2015
*Fresno Managements Desired Resolution: Fresno Management would like the opportunity to resolve any and all repair issues that the tenant may have and to continue the lease contract to full term. In an effort to expedite future work orders, Fresno Management Company has recently incorporated a 24-hour repair line (X-XXX-XXX-XXXX) so tenants are able to reach a live person any hour of the day and a work order is created at that moment.
Thank you in advance for your consideration in the matter,
Sincerely, Fresno Management Company