Hawthorne Residential Partners

To Whom It May Concern: Hawthorne Glen at Strickland is in receipt of a complaint filed by [redacted] ***, former resident of Unit [redacted] We respectfully dispute the claim that Mr [redacted] was improperly charged for carpet replacement in his unit Prior to his occupancy of the unit, carpet was placed in the unit at a cost of $1,(Invoice # [redacted] from [redacted] attached) The industry standard for carpet longevity is years At the time of move-out, the carpet in question required replacement due to the condition it was left in and the odor trapped within from pet waste This carpet was replaced by [redacted] at a cost of $1,(Invoice # [redacted] attached) Photos are also attached of the carpet displaying the state that it was left in The charge of $was a pro-rated amount based on the average longevity of the carpet Based on the aforementioned facts, a refund for this replacement is not justified In response to other areas of concern, the gate at the entrance to the community is not a guaranteed amenity, and can experience downtime, as it is electronically operated In late 2016, a vehicle ran into the gate and displaced it for a period of time, as an insurance claim was filed and repairs were completed All residents are noticed and fined, as necessary, for not removing dog waste throughout the property Lastly, a work order was filed on 12/27/concerning possible water intrusion around a window in the front master bedroom Upon inspection, it was determined that the windows in question were sealing properly Naturally occurring condensation from the low temperatures outside coming into contact with the warm temperatures inside the unit was produced This was easily remedied with basic cleaning completed by the Resident Services team There was no active water leak nor water intrusion into the apartment No work orders were ever placed for ‘soaking wet carpets’ as referenced in the complaint A call was placed to Mr [redacted] by a Regional Manager with Hawthorne Residential Partner on 3/3/concerning this dispute The call has not yet been returned Best, Brett B [redacted] Regional Manager Hawthorne Residential Partners

Initial Business Response / [redacted] (1000, 6, 2016/08/29) */ Contact Name and Title: Katy M [redacted] RM Contact Phone: [redacted] Contact Email: [redacted] @hrpliving.com First and Foremost, I would like to apologize for any inconvenience we may have caused you, as well as any miscommunication from our team that lead you to believe we did not regard your ordeal as importantOur automated rent payment option is the reason there was a refund due to you in this amountThe automated payment was not stopped before the final rent was dueOur company goes to great lengths to provide the highest level of customer service and as so, we take all concerns our residents may have very seriously We extend our sincerest apologies if you did not feel this way about your experience with our property in Texas I understand you have already received a call from our RM discussing the issues with the deposit and since have all the refund amount in handWe have confirmed at this point, everything has been taken care of! I want you to know that we do strive to respond in a professional and timely manner to each of our residents, or former residentsIssues, such as the one you endured, are to be handled with the utmost discretion and respectThank you! Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We resolved this back when originally reportedWe refunded the amount for the lock and provided an alternative solution for the privacy locking mechanism

[redacted] has issued a refund to [redacted] for the $towing expense of his vehicleRepairs to his unit were completed on 10/27/by our contracted vendor, [redacted] We are working to address the other community amenity concerns expressed with our contracted vendors and anticipate reaching a resolution regarding them in the near future

We appreciate your response and have been working to troubleshoot the issues outlined in the concern belowSpecifically as it pertains to the dishwasher we were unable to replicate the concern the resident had noted on multiple occasions and as of January 30th we replaced the dishwasherOur
service technician re-visited the home on January 31st to check back on the newly installed appliance and noted no issues at that time and we have not been notified of any further problems from the resident to date We also contacted two different vendors to investigate the issues with potential water intrusion from the roof *** *** and *** ***The ceiling area in dining room and the area by the back door were reviewed by *** *** from *** ***According to *** ***, the moisture readings he took concluded that there were no elevated readings in the areas of questionThe technician from *** *** and our service supervisor went into the attic above the residents home and investigated the roof decking and did not note any water intrusion on the underside of the decking boards and there appeared to be no evidence of any roof damage at this timeWhile the findings from both technicians were inconclusive on the exact cause, it did appear that condensation was building up in the duct work attached to the exhaust fan due to the angle at which the vent was “pitched” and was likely the cause for the water dripping in the bathroom and around the exhaust fanUpon the recommendation of *** *** our Resident Services Supervisor Luis went back up into the attic space above the home and made an adjustment to the “pitched” angle of the vent line extending from the exhaust fanWe have followed up with the resident several times since the repair, including Wednesday, February 7th which was a rainy day in the Charlotte area, to inquire if any additional water intrusion had been noted from the vent or the back doorNow that no further intrusion has been noted our painting vendor is scheduled to complete the touch up work in the home as of Monday, February 12th a day requested by the resident for the areas that had become discolored from the previously mentioned areas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

Ms. [redacted],   I would like to apologize for the lack of communication from our team and the inaccurate information communicated.  We have processed your Final Account Statement and your refund was sent via USPS yesterday, March 13th.  You should receive the statement along with your...

refund in the next few days.  Thank you for your patience awaiting your refund.

Initial Business Response /* (1000, 6, 2016/08/29) */
Contact Name and Title: Katy M[redacted] RM
Contact Phone: [redacted]
Contact Email: [redacted]@hrpliving.com
First and Foremost, I would like to apologize for any inconvenience we may have caused you, as well as any miscommunication from our team...

that lead you to believe we did not regard your ordeal as important. Our automated rent payment option is the reason there was a refund due to you in this amount. The automated payment was not stopped before the final rent was due. Our company goes to great lengths to provide the highest level of customer service and as so, we take all concerns our residents may have very seriously.
We extend our sincerest apologies if you did not feel this way about your experience with our property in Texas.
I understand you have already received a call from our RM discussing the issues with the deposit and since have all the refund amount in hand. We have confirmed at this point, everything has been taken care of!
I want you to know that we do strive to respond in a professional and timely manner to each of our residents, or former residents. Issues, such as the one you endured, are to be handled with the utmost discretion and respect. Thank you!
Initial Consumer Rebuttal /* (2000, 8, 2016/08/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] has issued a refund to [redacted] for the $175 towing expense of his vehicle. Repairs to his unit were completed on 10/27/17 by our contracted vendor, [redacted]. We are working to address the other community amenity concerns expressed with our contracted vendors and anticipate reaching a...

resolution regarding them in the near future.

To Whom It May Concern:  Hawthorne Glen at Strickland is in receipt of a complaint filed by [redacted],  former resident of Unit [redacted].  We respectfully dispute the claim that Mr. [redacted] was improperly charged for carpet replacement in his unit.  Prior to his occupancy of...

the unit, carpet was placed in the unit at a cost of $1,194 (Invoice # [redacted] from [redacted] attached).  The industry standard for carpet longevity is 5 years.  At the time of move-out, the carpet in question required replacement due to the condition it was left in and the odor trapped within from pet waste.  This carpet was replaced by [redacted] at a cost of $1,173.96 (Invoice #[redacted] attached).  Photos are also attached of the carpet displaying the state that it was left in.  The charge of $462.64 was a pro-rated amount based on the average longevity of the carpet.  Based on the aforementioned facts, a refund for this replacement is not justified.   In response to other areas of concern, the gate at the entrance to the community is not a guaranteed amenity, and can experience downtime, as it is electronically operated.  In late 2016, a vehicle ran into the gate and displaced it for a period of time, as an insurance claim was filed and repairs were completed.  All residents are noticed and fined, as necessary, for not removing dog waste throughout the property.  Lastly, a work order was filed on 12/27/2016 concerning possible water intrusion around a window in the front master bedroom.  Upon inspection, it was determined that the windows in question were sealing properly.  Naturally occurring condensation from the low temperatures outside coming into contact with the warm temperatures inside the unit was produced.  This was easily remedied with basic cleaning completed by the Resident Services team.  There was no active water leak nor water intrusion into the apartment.  No work orders were ever placed for ‘soaking wet carpets’ as referenced in the complaint.    A call was placed to Mr. [redacted] by a Regional Manager with Hawthorne Residential Partner on 3/3/2017 concerning this dispute.  The call has not yet been returned.   Best,   Brett B[redacted] Regional Manager Hawthorne Residential Partners

We resolved this back when originally reported. We refunded the amount for the lock and provided an alternative solution for the privacy locking mechanism.