GrayCo Properties, LLC

I’m writing this email in response to the case above for [redacted] I spoke with this resident she understands that we had to follow policy regarding the recent mortgage inspection and that the interior deadbolt lock had to be removed due to code The resident has any personal information if she has any further issues

I’m writing this email in response to the case above for *** ** *** *** I spoke with this resident she understands that we had to follow policy regarding the recent mortgage inspection and that the interior deadbolt lock had to be removed due to code. The
resident has any personal information if she has any further issues

Response to case number [redacted]
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We have spoken with [redacted] on multiple occasions regarding her concerns.  Hannover Village is not equipped with individual water meters.  Each resident is informed that they are responsible for paying water each month.  New tenants are also provided the amount of the utility setup fee on the Welcome Home sheet provided prior to move in.  When a property is constructed with one main meter, it is management’s discretion on the method of billing to the tenants.  The most effective and equal way to produce such billing is through a 3rd party utility billing company calculating usage through RUBS.  RUBS is a billing method widely used by many management companies.  It is calculated based on the city water bill, minus a common area amount.  It allows for a calculation based on a “per occupant” amount, and then multiplied by how many occupants are residing in each unit.  Our billing company has the capability to determine how many occupants reside in each unit, based on our property management system.   [redacted] pays for the usage of 2 occupants per month.  If her neighbor has 4 occupants, then they pay for 4 occupants usage.   We have provided [redacted] with a copy of the actual calculation used by our billing company. We understand [redacted] request for an audit of her usage which is why we provided her with the specific formula used. 
In response to [redacted] concerns with the trash collection and pest control, we provide a trash compactor for residents to dispose of their trash appropriately.  When the compactor is full, we make arrangements with the trash service contracted to empty and return.  There are significant fees associated with such service which the tenants to pay for each month.  Pest Control is a low-cost service provided to tenants, each resident has the ability to have their apartment serviced on a weekly basis should they request it.  We also provide a preventative exterior program which allows for the treatment of each building’s exterior.
Parking is free for the tenants at Hannover Village.  We allow one free parking pass to each tenant that is listed on the lease agreement.  If a resident has a need for anything additional, then they may purchase a separate parking pass for $35.  [redacted] is allowed 2 free parking passes according to her lease agreement. 
We are sorry to hear [redacted] has concerns with her residency at Hannover Village, we try to make each residents experience pleasurable throughout their residency.  We have addressed each of these concerns with her and at this time feel this matter is resolved.  We do not feel any refunds are warranted, as [redacted] has received each of these services for the months she has resided at Hannover Village. 
[redacted]
District Manager/Revenue Manager
Grayco Properties

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] It is misleading and false information that was not provided to us when we first applied for occupancy. This company did charge us a non-refundable $35.00 parking pass fee and never offer an additional one. Pest control should be a property owner's responsibility for any multifamily complex of this size for health reason alone. All tenants should have their own water meters measuring their own personal usage, this system is not fair to the consumers. We are moving out due to their negligence and misrepresentation to the general public of the living conditions and practices of this company called Gray or Grayson Properties Inc.
Regards,
[redacted]

I’m writing this email in response to the case above for [redacted].  I spoke with this resident she understands that we had to follow policy regarding the recent mortgage inspection and that the interior deadbolt lock had to be removed due to code.  The resident...

has any personal information if she has any further issues.

Response to case number [redacted]We have spoken with [redacted] on multiple occasions regarding her concerns.  Hannover Village is not equipped with individual water meters.  Each resident is informed that they are responsible for paying water each month.  New tenants...

are also provided the amount of the utility setup fee on the Welcome Home sheet provided prior to move in.  When a property is constructed with one main meter, it is management’s discretion on the method of billing to the tenants.  The most effective and equal way to produce such billing is through a 3rd party utility billing company calculating usage through RUBS.  RUBS is a billing method widely used by many management companies.  It is calculated based on the city water bill, minus a common area amount.  It allows for a calculation based on a “per occupant” amount, and then multiplied by how many occupants are residing in each unit.  Our billing company has the capability to determine how many occupants reside in each unit, based on our property management system.   [redacted] pays for the usage of 2 occupants per month.  If her neighbor has 4 occupants, then they pay for 4 occupants usage.   We have provided [redacted] with a copy of the actual calculation used by our billing company. We understand [redacted] request for an audit of her usage which is why we provided her with the specific formula used. In response to [redacted] concerns with the trash collection and pest control, we provide a trash compactor for residents to dispose of their trash appropriately.  When the compactor is full, we make arrangements with the trash service contracted to empty and return.  There are significant fees associated with such service which the tenants to pay for each month.  Pest Control is a low-cost service provided to tenants, each resident has the ability to have their apartment serviced on a weekly basis should they request it.  We also provide a preventative exterior program which allows for the treatment of each building’s exterior.Parking is free for the tenants at Hannover Village.  We allow one free parking pass to each tenant that is listed on the lease agreement.  If a resident has a need for anything additional, then they may purchase a separate parking pass for $35.  [redacted] is allowed 2 free parking passes according to her lease agreement. We are sorry to hear [redacted] has concerns with her residency at Hannover Village, we try to make each residents experience pleasurable throughout their residency.  We have addressed each of these concerns with her and at this time feel this matter is resolved.  We do not feel any refunds are warranted, as [redacted] has received each of these services for the months she has resided at Hannover Village. [redacted]District Manager/Revenue ManagerGrayco Properties