Hickam Communities LLC.

In speaking with this family, we found that the spouses allotment was not stopped in error; however, the primary service member's allotment was stopped as agreed. Our office called the resident to let them know of the error and to ensure they would receive a refund check and the spouse
requested we mail the check to them. Tenant acknowledged that they checked with their new landlord to see if their new allotment started but it was prior to 5/1/so they may have not yet been aware of the allotment being received. Spouse was sent a refund of $plus $for a pet deposit and our office confirmed its receipt by the resident via telephone on 5/22/17. Hickam Communities considers this matter resolved and I have confirmed this with the resident who made the complaint

Complaint: [redacted]
The ability to respond and remedy to a tenant's concerns very quickly, as stated by Mr. G[redacted]'s memo, is not consistent with the happenings within this case.
My family's initial request for infestation remedy was during the last week of January 2015. The infestation issue was acted upon in April 2015 and only after our official notice to vacate. Admittedly, there were no insects within the home after the extermination. However, it must be noted that we only lived without infestation for shortly over two weeks as compared to three months with a documented infestation.
In my attempt to avoid escalation, I scheduled two meetings that were missed. This is in addition to several calls and one meeting that was attended after members from management came to the unit and dismissed a need to replace carpet (as discussed prior to the lease signing).
The offered remedy failed to address the concerns of my family. We requested the carpet be changed prior to signing the lease because my wife experienced negative physical reactions when smelling the carpet. It was also noticeably damaged as documented in the initial discrepancies sheet. The remedy offered up by Hickam Communities management was the installation of ceiling fans. Ceiling fans would not have addressed the carpet or the infestation. We didn't want anything that wasn't previously discussed or anything that didn't resolve the issue.
In the three months in took to resolve the infestation, my wife and I bought sprays that ultimately didn't work.
The property was agreed upon only after it was promised that the carpet would be changed. The Hickam Communities staff member (documented) explained, it would be replaced according to a seven year calculation and there was an opportunity to have it changed. The worst case scenario would be an out of pocket expense to partially cover the change. We were willing to pay for the replacement to improve our health and quality of life.
We attempted to resolve the issue without escalating it to the Department of Health which requires such repairs be resolved within five days.
When the lease was signed, this changed and we were told by management "Changing the carpet is not an option".
Again, the property was accepted only after the promise of a carpet change was made by Hickam Communities staff (documented). Additionally, we were told the waiting list was 3-6 months long and the property would not be available for long if we declined. My wife and I were faced with accruing months of out of pocket expenses for hotel costs or accepting the home. We accepted the home with the comforting feeling that the carpet, which seemed to be dirty and smelling of animals, would be replaced.
The apology was received. However, it must be understood that an apology wouldn't be necessary if the concerns of a tenant were remedied very quickly.
In regards to the subcontracted pest control not being able to contact my family, the telephone number on file at Hickam Communities was my wife's cell number and she did not receive a call or voicemail from pest control or Hickam Communities. Hickam Communities also has my cell number, my work number, my personal email and my work email on file. I did not receive notification from pest control any time between initially addressing the issue in January and April. Again, we only received a call from pest control after we officially gave notice to vacate which seemed like an attempt to later claim the issue was properly addressed.
Nothing was heard from me in response to Mr. G[redacted]'s phone call on 5 May 15 because I received a phone call regarding my grandmother's passing within the 10 minutes prior. My attention and focus immediately shifted to being home (out of Hawaii) with family.
The move was almost put off but our experiences leading up to the move proved to be too much for my family to overcome. We moved on the afternoon of 13 May and flew out to be with family later that night. I returned to work in Hawaii on 26 May and received the memo via the Revdex.com on 1 Jun 15.
Any loss in rent for the unit, in this case, is directly correlated to the admitted failure of Hickam Communities to address the issues experienced by my family. I don't enjoy moving. However, it seemed to be the only solution after we reached out and were repeatedly ignored by management.
At this point, I would like to avoid further escalation and it would be ideal for Hickam Communities to go a step past admission of guilt and remove their claim that my family is liable for rent missed while the unit is empty. Additionally, there is no mechanism in place to ensure the property will be advertised as available in cases similar to this occurrence. Thank you for your consideration and attention to this matter.
Sincerely,
[redacted]