Gibraltar Property Management

Ms [redacted] submitted a request for assistance regarding her heating system on 12/24/to our after-hours emergency maintenance technicianUpon arrival to the unit, the technician found that the heating units were putting out heat at degreesThe ambient temperature in the unit itself was degreesAt that time, Ms [redacted] was told that there was nothing else that could be done as the units were operating in a manner that was effective and providing sufficient heatMs [redacted] has not put in a request for maintenance to her unit since that timeIf Ms [redacted] is having a reoccurring issue with the units, she will need to contact the office and submit a work order so that the issue may be properly addressedIn no way has the company refused to provide assistance nor to evaluate the heating systems in Ms [redacted] ’s unit Ms [redacted] references an $credit, this credit in all actuality is an $per month credit that began in November and will continue through April 30, The total value of this ongoing month credit to Ms [redacted] ’s account is $The ownership is aware that the mini-split heating systems are not as efficient as promised by the manufacturerThese systems have a tendency to cycle on and off during extremely low, below freezing, temperaturesWe are aware that this may cause additional electrical usage, which is why the utility credits have been given to every tenantThe credit is being given over a month period of time because ownership is aware that in January and February Tenants may see the higher utility bills than normal, but that in the other months it should be typical, thus averaging out the utility bills In addition, the property eliminated charging back pro-rated utilities for Water, Sewer, Gas for Hot Water and typical charges by landlords for Utility bill-backs as consideration until we get the problem solved in full These Utility Bill Backs were always higher in the winter months as the old systems used very large inefficient boilers and that cost was billed-back to the residents Historically, those bill-back charges average about $100-$a month during the winter months and the tenants were still responsible for electric usage beyond those bill-back amounts We believe the resident is in a better place financially than what was done before and they have access to more individualized heating and air conditioning We also believe that by providing the credit during months that we do not typically (and certainly have not this year) see many evenings of below freezing, the total extra utility billings burden for the Tenant is greatly offset as the Tenant is receiving credit during months when their utility billings are not abnormally high Additionally, ownership has been very open in their plans to all tenants of replacement of the mini-split systemsThe mini-split systems were installed as a remedy to an antiquated and failing looped boiler systemIt has become obvious that the mini-split systems do not operate as efficiently or as effective, as promised by the manufacturer and so ownership is undergoing a large-scale project to remedy the issueThis plan includes installing all new boiler rooms per building and making each building independent for heatThis includes replacing the old fan-coil systems in each unit for heat, so that tenants can control and have a more even heatThey will now also have access to air conditioning at their desire, which the old system only allowed to be accessible when all buildings were turned onThese changes, even though they are a pain to get through, as maybe things are not perfect, will better the property and the experience for the resident The ambient temperature of degrees is about the same in a boiler situation with fan coils, so there would be no difference for the resident in heat temperature, the only thing that could be of benefit, is that it would be more consistent versus the cycling of the mini-slit units And the boiler heat would be more consistent in lower temperature situations Also, the cost of operating would be lower with the proposed boiler change over, which is why the ownership group has offered the month credit for Ms [redacted] s’s unit totaling $480.00, in addition to no Utility bill-backs If Ms [redacted] s mini-split system is not working at all or is having problems, we can have the technicians look at it and see if it my need a warranty replacement, but at this time, we believe we are offering her everything we can and believe that it is fairEven though Ms [redacted] ’s bill last month was higher than normal, this is typical for any property during the winter, even in a Utility bill-back situationThe credit over months we believe will offset her higher bill with a more bill in the other timesWe understand the shock and maybe the reason to complain, but we have been very transparent in informing tenants when they move in and have been very responsive if there is truly a problem We are happy to work with the resident if there is a truly something that is out of whack For example one unit last year hade utility bills of over $for a one bedroom, that turned out to be short in the heating unit causing it to cycle more than it was designed to do, and we replaced that unit and have not had problem sinceAs always, we want the residents to be happy with their experience at the property, so we could offer Ms [redacted] a chance to break her lease with a day notice and no penalty for early termination, but we believe our $a month credit is sufficient for the fluctuations in temperatures and heating costs from November through April

New heating and cooling systems were installed property wide in This project was undertaken in response to the failing heating system that was in place prior to our purchase of the propertyWe understand that there are issues with the new systems that have been installed and we are actively and aggressively working with the Manufacturer, the Engineer and the Installers of the units to determine the root cause and address the issues as quickly as possibleAs heating issues are reported, they are responded to as soon as possibleOn December 19th, at 4:39pm you reported an error issue with your appliances, at 6:10pm on this same day, contractors responded to your complaintContractors completed the necessary work on your unit to fix the errorOn December 20th, staff followed up with you regarding the heat call from the prior day and you reported that the heat in your unit was working properlySince that date we have not had any further reports of your heating not working properly; only a report that your heating costs were high and you were vacating the unitWe attempt to resolve any issues related to non-functioning heating immediately and would responded had an issue been reportedAdditionally, staff has attempted to contact you since your notice to vacate was submittedWe appreciate each of our residents and this heating installation project was undertaken in hopes to alleviate all heating issues, not create new issuesIn no way are we refusing to resolve issues, the resolution of these issues is our top priorityA letter has been issued to each resident affected and a utility credit will be provided during this time as the manufacturer assesses what the problem with the new units are

The refund in question was mailed within the appropriate time frame allowed by law however, there was a typographical error in the mailing address which resulted in the tenant not receiving the security deposit disposition in a timely fashionDue to this internal error which resulted in the tenant
receiving the disposition after the day period, the full refund of the deposit of $has been returned to the tenantWe operate under all applicable Colorado rules and regulations in regards to return of security depositThis was a one time typographical error which has since been corrected

The water issue that Mr*** initially submitted a complaint about has been resolvedDue to the nature of the water break (an underground leak on a acre property) the fix was not easy. Residents were informed of the work when it began and as the work continuedCrews were on
site daily beginning at 4am staying through the evening working to resolve the issue until it's completion. During this process, the water situation was very carefully monitoredAlthough the water temperature in the units may not have been the optimal temperature, at no time has the water coming from the faucet been under degreesWe understand that this temperature difference could measurably be felt, but the situation was not that individuals were completely without hot water for weeks as you stateWe understand that even a short period of time with less than optimal temperature water is very frustrating but there were no human rights violations, nor any illegal or criminal wrong doings by the company during this situation While we hope to make everyone’s tenancy here at *** *** a happy one, we understand that sometimes this is not possibleMr***’s statement that litigation would be pursued if they broke the lease is inaccurateDuring this time we offered all residents impacted by the situation the option to give notice and vacate their apartmentsAlthough the issue has since been remedied, if you are still unsatisfied with your tenancy here, we request that you provide us with a day notice to vacate and you will be released from your lease without further lease break penaltiesPlease note you will still remain responsible for any damages or cleaning fees that may arise from your move outIf you wish to peruse this option, please submit notice in writing to our office

Mr***, Thank you for your feedbackAs you know, we are working on the hot waterwe are actively working on resolving the hot water issueDue to the nature of the water break (an underground leak on a acre property) the fix is not easyWe have kept residents informed of the work as it
continues and have made them aware of the scope of the projectWe have had crews on site daily, beginning at 4am staying through the evening working to resolve the issueDuring this process, we have been monitoring the water situation very carefullyAlthough the water temperature in the unit may not be the optimal temperature, the water coming from the faucet has not been under degreesWe understand that this temperature difference can measurably be felt, but the situation is not that you have been completely without hot water for a week as you stateWe understand that even a short period of time with less than optimal temperature water is very frustrating and we are actively working on correcting the issueWe thank you for your patience as we work to correct the issue

Ms. [redacted] submitted a request for assistance regarding her heating system on 12/24/2017 to our after-hours emergency maintenance technician. Upon arrival to the unit, the technician found that the heating units were putting out heat at 115 degrees. The ambient temperature in the unit itself was 78...

degrees. At that time, Ms. [redacted] was told that there was nothing else that could be done as the units were operating in a manner that was effective and providing sufficient heat. Ms. [redacted] has not put in a request for maintenance to her unit since that time. If Ms. [redacted] is having a reoccurring issue with the units, she will need to contact the office and submit a work order so that the issue may be properly addressed. In no way has the company refused to provide assistance nor to evaluate the heating systems in Ms. [redacted]’s unit.  Ms. [redacted] references an $80.00 credit, this credit in all actuality is an $80.00 per month credit that began in November and will continue through April 30, 2018. The total value of this ongoing 6 month credit to Ms. [redacted]’s account is $480.00. The ownership is aware that the mini-split heating systems are not as efficient as promised by the manufacturer. These systems have a tendency to cycle on and off during extremely low, below freezing, temperatures. We are aware that this may cause additional electrical usage, which is why the utility credits have been given to every tenant. The credit is being given over a 6 month period of time because ownership is aware that in January and February Tenants may see the higher utility bills than normal, but that in the other months it should be typical, thus averaging out the utility bills.  In addition, the property eliminated charging back pro-rated utilities for Water, Sewer, Gas for Hot Water and typical charges by landlords for Utility bill-backs as consideration until we get the problem solved in full.  These Utility Bill Backs were always higher in the winter months as the old systems used very large inefficient boilers and that cost was billed-back to the residents.  Historically, those bill-back charges average about $100-$150 a month during the winter months and the tenants were still responsible for electric usage beyond those bill-back amounts.  We believe the resident is in a better place financially than what was done before and they have access to more individualized heating and air conditioning.   We also believe that by providing the credit during months that we do not typically (and certainly have not this year) see many evenings of below freezing, the total extra utility billings burden for the Tenant is greatly offset as the Tenant is receiving credit during months when their utility billings are not abnormally high.   Additionally, ownership has been very open in their plans to all tenants of replacement of the mini-split systems. The mini-split systems were installed as a remedy to an antiquated and failing looped boiler system. It has become obvious that the mini-split systems do not operate as efficiently or as effective, as promised by the manufacturer and so ownership is undergoing a large-scale project to remedy the issue. This plan includes installing all new boiler rooms per building and making each building independent for heat. This includes replacing the old fan-coil systems in each unit for heat, so that tenants can control and have a more even heat. They will now also have access to air conditioning at their desire, which the old system only allowed to be accessible when all buildings were turned on. These changes, even though they are a pain to get through, as maybe things are not perfect, will better the property and the experience for the resident.   The ambient temperature of 78 degrees is about the same in a boiler situation with fan coils, so there would be no difference for the resident in heat temperature, the only thing that could be of benefit, is that it would be more consistent versus the cycling of the mini-slit units.  And the boiler heat would be more consistent in lower temperature situations.  Also, the cost of operating would be lower with the proposed boiler change over, which is why the ownership group has offered the 6 month credit for Ms. [redacted]s’s unit totaling $480.00, in addition to no Utility bill-backs.   If Ms. [redacted]s mini-split system is not working at all or is having problems, we can have the technicians look at it and see if it my need a warranty replacement, but at this time, we believe we are offering her everything we can and believe that it is fair. Even though Ms. [redacted]’s bill last month was higher than normal, this is typical for any property during the winter, even in a Utility bill-back situation. The credit over 6 months we believe will offset her higher bill with a more normal bill in the other times. We understand the shock and maybe the reason to complain, but we have been very transparent in informing tenants when they move in and have been very responsive if there is truly a problem.  We are happy to work with the resident if there is a truly something that is out of whack.  For example one unit last year hade utility bills of over $400 for a one bedroom, that turned out to be short in the heating unit causing it to cycle more than it was designed to do, and we replaced that unit and have not had problem since. As always, we want the residents to be happy with their experience at the property, so we could offer Ms. [redacted] a chance to break her lease with a 30 day notice and no penalty for early termination, but we believe our $80 a month credit is sufficient for the fluctuations in temperatures and heating costs from November through April.

New heating and cooling systems were installed property wide in 2016. This project was undertaken in response to the failing heating system that was in place prior to our purchase of the property. We understand that there are issues with the new systems that have been installed and we are actively...

and aggressively working with the Manufacturer, the Engineer and the Installers of the units to determine the root cause and address the issues as quickly as possible. As heating issues are reported, they are responded to as soon as possible. On December 19th, 2016 at 4:39pm you reported an error issue with your appliances, at 6:10pm on this same day, contractors responded to your complaint. Contractors completed the necessary work on your unit to fix the error. On December 20th, 2016 staff followed up with you regarding the heat call from the prior day and you reported that the heat in your unit was working properly. Since that date we have not had any further reports of your heating not working properly; only a report that your heating costs were high and you were vacating the unit. We attempt to resolve any issues related to non-functioning heating immediately and would responded had an issue been reported. Additionally, staff has attempted to contact you since your notice to vacate was submitted. We appreciate each of our residents and this heating installation project was undertaken in hopes to alleviate all heating issues, not create new issues. In no way are we refusing to resolve issues, the resolution of these issues is our top priority. A letter has been issued to each resident affected and a utility credit will be provided during this time as the manufacturer assesses what the problem with the new units are.

Final Consumer Response /* (2000, 12, 2016/01/07) */
We are now having hot water on a fairly regular basis and thats really nice ! I talked to 5 neighbors today and they each said that the hot water is still regulating weirdly as when you turn it on its very hot then continues to get cooler and...

cooler but as long as you keep adjusting it at least it stays warm until you are done. Its not the endless hot water we were used to but it's so much better than the ice cold water we had for those numerous extended periods !I would be happy at least,if it stays like this. Thank you for your attention in this matter

Ms. [redacted], as explained to you via email prior to your complaint, we actively worked on resolving the hot water issue. Due to the nature of the water break (an underground leak on a 10 acre property) the fix was not easy. We kept residents informed of the work as it continued and made them...

aware of the scope of the project. We had crews on site daily, beginning at 4am staying through the evening working to resolve the issue. During this process, the water situation was monitored very carefully. Although the water temperature in the unit may not have been the optimal temperature, at no time was the water coming from the faucet been under 100 degrees. We understand that this temperature difference can measurably be felt, but the situation was not that you have been completely without hot water for a week as you state. We understand that even a short period of time with less than optimal temperature water is very frustrating and we corrected the issue as soon as possible. While we hope to make everyone’s tenancy here at Terra Village a happy one, we understand that sometimes this is not possible. Your complaint indicates that you feel that you are stuck in a lease. If you are unsatisfied with your tenancy here, we request that you provide us with a 30 day notice to vacate and you will be released from your lease without further lease break penalties.