Hidden Village Apartments

3/22/To whom it may concern at the Revdex.com, We received your letter on 3/14/regarding a complaint ID [redacted] from a resident/tenant- [redacted] We would like to respond and will explain the timeline of eventsIn regards to the statement about the plumbing leak from the shower, it was brought to our maintenance person’s attention on 12/7/when he was replacing two light bulbsHe caulked around the tub spout and any other areas that needed caulking to seal in the tub/shower areaThe next report of leaking was on 12/23/when there was a maintenance request submitted onlineOur maintenance person was out sick that day and we scheduled it for 12/24/On 12/24/the maintenance person discovered that there was a small divot in the copper pipe behind the tub spoutThis was causing a small amount of water to escape around the tub spout seal, only when the shower was in useThe maintenance person reported adjusting the set screw and trying to make a better seal with the copper pipeMaintenance asked the tenant to notify us if the problem persistedOn 12/28/16, [redacted] sent an email complaint that it is still leaking when using the shower and demanding that it be fixed within hoursWe scheduled CPS Plumbing for 12/30/16, and they replaced the piece of copper pipingThe ceiling sheetrock repair took a couple of days to complete was finished on 1/5/We are happy to send along pictures of the ceiling to show the small amount of damage that was the result of this water leakThe tenants had voiced some concern if moisture/mold in the apartmentMaintenance did look around the master bedroom window on 12/24/and found some discoloration which was reported as old staining, on the window frameNo type of new growth was notedHe cleaned the area with a Perma-wash productIn [redacted] ’s email complaint on 12/28/at 11:26AM, he stated that we did not complete the mold complaintThe office emailed back at 2:41PM offering to schedule a time to again examine around the window frames, and clean and/or paint the areasBoth the cleaner and paint have a mildewcide product that can address any current growth issues and help discourage future issuesWe took this opportunity to remind the tenants what our mold & mildew addendum states, asking to run bath fans for at least minutes and preferably an hour, during and after baths and showersThis will help lower the humidity levels inside the apartment and help lower the condensation around the window framesOn 12/29/there was no moisture found with using a moisture meter at the ceiling leak area or any of the carpeted areas it would have landedThe window frames were cleaned again and were paintedIn an email on 12/30/15, [redacted] gave his Day Notice to Vacate and also stated that on 1/4/16, when [redacted] sent an email to Guardian stating that the apartment was not habitable and that they wanted out of their lease without a lease break fee and would move outOn 1/8/Guardian responded by saying that the situation is unfortunate but that there does not seem to be any negligence on the part of maintenance or managementIf the tenant chooses to vacate and break the lease, there would be a lease break fee appliedIt was also stated that we wanted to do a 3rd party inspection of the unit for interior mold growth at our costWe emailed asking to schedule the unit inspection on 1/11/16, 1/13/with no response from the residentOn 1/14/upper management requested to schedule the inspection with Almar Construction and post a hour notice to enterIt was scheduled for 1/18/The office emailed and left a voice message on 1/14/regarding the inspection dateThe unit inspection reported there were “no hidden moisture issues or microbial growth in this unitThere is NO evidence to support that the interior air quality of this unit has been compromised as a result of an over growth of mold”We received the report on 1/22/and are happy to supply a copy of this reportWe did follow up with emails to the resident on 1/22/16, 1/28/16, 2/1/and 2/24/asking to schedule a time so we can do any of the recommended touch up caulking around the windows and escutcheon ring and also check the bedroom/bathroom door for proper air gaps to help with air flow inside the apartmentThese emails were not responded to, until 2/24/when the tenant said they caulked around the bathroom and “took care of it”As for the ant issue, they first report to us that they had ants on 1/17/Our assistant manager went to apply an ant product and it was primarily around the dog food bowlIt was advised to not leave food out, as that will attract the antsWe also asked to let us know if the situation does not improve and we will schedule the pest company to inspectOn 1/18/we scheduled Alpha Pest Control for a 1/19/treatment dateWhen Alpha arrived, the tenant said the problem was not that bad and no activity was seen by the pest companyOn 2/1/the office sent an email asking about the vacate date, since they never notified the office that they weren’t moving at the 1/31/date, after they gave us a day Notice to VacateWe asked if there was any ant treatment needed, we also needed to verify the number of pets they had and asked to schedule a time for the recommendation from the unit inspectionAfter no response, another email was sent on 2/3/asking if they are receiving our emails or if communications via phone or written letters are preferredThey finally responded on 2/(6pm) & 2/4(12:42pm) asking for ant treatmentThe office responded on 2/4(1:38pm) offering to have maintenance come by todayThe office sent out an email on 2/17/letting them know our next scheduled pest control service date is 2/19/1-5pm, and asking if they need a treatment scheduledThey said yes, but on the 19th, when the pest company arrived, the residents were not home and when the office called them, they said they had an emergency and didn’t want anyone to go inside the apartmentOn 2/24/they said they are having ant issues and on 2/24/we emailed and offered to bring some products by “today or tomorrow” and that the soonest we can schedule the pest company is 3/3(3-5pm) or 3/4(8-10Am or 3-5pm)We emailed on 2/25/since we did not get a response and we were trying to lock in a date for the pest companyWe again emailed on 3/1/saying that we have not hear back from them and that if they “are having pest issues, they need to let us know and we need to be able to schedule times for treatment”We did not receive a response to these emailsWe sent another email out on 3/9/about our pest company doing a service date on 3/16(noon-2pm) and one on 3/15/about a service date of 3/16(noon-2pm)The only response from the resident was on 3/15/saying “We will not be home at that timeDo not enter the apartment, thank you”We can send along some of these emails that are time/date stamped if needed, to support our effortsThank you for letting us tell our side of the story and let us know if you have any questionsJake J [redacted] Community Manager Hidden Village Apartments [redacted] | West Linn, Oregon T 503-636-| F 503-636-www.HiddenVillageWestLinn.com [email protected]

3/22/2015 To whom it may concern at the Revdex.com, We received your letter on 3/14/16 regarding a complaint ID [redacted] from a resident/tenant-[redacted]. We would like to respond and will explain the timeline of events. In regards to the statement about the plumbing leak from the...

shower, it was brought to our maintenance person’s attention on 12/7/15 when he was replacing two light bulbs. He caulked around the tub spout and any other areas that needed caulking to seal in the tub/shower area. The next report of leaking was on 12/23/15 when there was a maintenance request submitted online. Our maintenance person was out sick that day and we scheduled it for 12/24/16. On 12/24/16 the maintenance person discovered that there was a small divot in the copper pipe behind the tub spout. This was causing a small amount of water to escape around the tub spout seal, only when the shower was in use. The maintenance person reported adjusting the set screw and trying to make a better seal with the copper pipe. Maintenance asked the tenant to notify us if the problem persisted. On 12/28/16, [redacted] sent an email complaint that it is still leaking when using the shower and demanding that it be fixed within 48 hours. We scheduled CPS Plumbing for 12/30/16, and they replaced the piece of copper piping. The ceiling sheetrock repair took a couple of days to complete was finished on 1/5/16. We are happy to send along pictures of the ceiling to show the small amount of damage that was the result of this water leak. The tenants had voiced some concern if moisture/mold in the apartment. Maintenance did look around the master bedroom window on 12/24/15 and found some discoloration which was reported as old staining, on the window frame. No type of new growth was noted. He cleaned the area with a Perma-wash product. In [redacted]’s email complaint on 12/28/15 at 11:26AM, he stated that we did not complete the mold complaint. The office emailed back at 2:41PM offering to schedule a time to again examine around the window frames, and clean and/or paint the areas. Both the cleaner and paint have a mildewcide product that can address any current growth issues and help discourage future issues. We took this opportunity to remind the tenants what our mold & mildew addendum states, asking to run bath fans for at least 30 minutes and preferably an hour, during and after baths and showers. This will help lower the humidity levels inside the apartment and help lower the condensation around the window frames. On 12/29/15 there was no moisture found with using a moisture meter at the ceiling leak area or any of the carpeted areas it would have landed. The window frames were cleaned again and were painted. In an email on 12/30/15, [redacted] gave his 30 Day Notice to Vacate and also stated that on 1/4/16, when [redacted] sent an email to Guardian stating that the apartment was not habitable and that they wanted out of their lease without a lease break fee and would move out. On 1/8/16 Guardian responded by saying that the situation is unfortunate but that there does not seem to be any negligence on the part of maintenance or management. If the tenant chooses to vacate and break the lease, there would be a lease break fee applied. It was also stated that we wanted to do a 3rd party inspection of the unit for interior mold growth at our cost. We emailed asking to schedule the unit inspection on 1/11/16, 1/13/16 with no response from the resident. On 1/14/16 upper management requested to schedule the inspection with Almar Construction and post a 24 hour notice to enter. It was scheduled for 1/18/16. The office emailed and left a voice message on 1/14/16 regarding the inspection date. The unit inspection reported there were “no hidden moisture issues or microbial growth in this unit. There is NO evidence to support that the interior air quality of this unit has been compromised as a result of an over growth of mold”. We received the report on 1/22/16 and are happy to supply a copy of this report. We did follow up with emails to the resident on 1/22/16, 1/28/16, 2/1/16 and 2/24/16 asking to schedule a time so we can do any of the recommended touch up caulking around the windows and escutcheon ring and also check the bedroom/bathroom door for proper air gaps to help with air flow inside the apartment. These emails were not responded to, until 2/24/16 when the tenant said they caulked around the bathroom and “took care of it”. As for the ant issue, they first report to us that they had ants on 1/17/16. Our assistant manager went to apply an ant product and it was primarily around the dog food bowl. It was advised to not leave food out, as that will attract the ants. We also asked to let us know if the situation does not improve and we will schedule the pest company to inspect. On 1/18/16 we scheduled Alpha Pest Control for a 1/19/16 treatment date. When Alpha arrived, the tenant said the problem was not that bad and no activity was seen by the pest company. On 2/1/16 the office sent an email asking about the vacate date, since they never notified the office that they weren’t moving at the 1/31/16 date, after they gave us a 30 day Notice to Vacate. We asked if there was any ant treatment needed, we also needed to verify the number of pets they had and asked to schedule a time for the recommendation from the unit inspection. After no response, another email was sent on 2/3/16 asking if they are receiving our emails or if communications via phone or written letters are preferred. They finally responded on 2/3 (6pm) & 2/4(12:42pm) asking for ant treatment. The office responded on 2/4(1:38pm) offering to have maintenance come by today. The office sent out an email on 2/17/16 letting them know our next scheduled pest control service date is 2/19/16 1-5pm, and asking if they need a treatment scheduled. They said yes, but on the 19th, when the pest company arrived, the residents were not home and when the office called them, they said they had an emergency and didn’t want anyone to go inside the apartment. On 2/24/16 they said they are having ant issues and on 2/24/16 we emailed and offered to bring some products by “today or tomorrow” and that the soonest we can schedule the pest company is 3/3(3-5pm) or 3/4(8-10Am or 3-5pm). We emailed on 2/25/16 since we did not get a response and we were trying to lock in a date for the pest company. We again emailed on 3/1/16 saying that we have not hear back from them and that if they “are having pest issues, they need to let us know and we need to be able to schedule times for treatment”. We did not receive a response to these emails. We sent another email out on 3/9/16 about our pest company doing a service date on 3/16(noon-2pm) and one on 3/15/16 about a service date of 3/16(noon-2pm). The only response from the resident was on 3/15/16 saying “We will not be home at that time. Do not enter the apartment, thank you”. We can send along some of these emails that are time/date stamped if needed, to support our efforts. Thank you for letting us tell our side of the story and let us know if you have any questions. Jake J[redacted] Community Manager Hidden Village Apartments [redacted] | West Linn, Oregon 97068 T 503-636-3640 | F 503-636-0489 www.HiddenVillageWestLinn.com [email protected]