Hills Property Management, Inc.

I received your letter regarding *** ***'s concern with her *** *** *** purchased the *** on June 3, with miles on itOn August 23, the *** was taken to *** *** for an oil change with 34,miles on the odometer*** *** informed *** *** that
she also needed a new oil pan.The *** has a powertrain warranty for years or 60,miles and the oil pan should have been covered under this warranty*** *** also purchased from East West a *** Extended warranty that would cover certain components after the original factory warranty expired.East West provides a day or 1,warranty for repairs done at our storeThis warranty had already expired.I spoke with *** *** and informed her that she should return to the *** store and have the oil pan covered under the powertrain warranty provided by *** or have the dealership file a claim under her *** Extended Warranty that she purchased from EastWest.East West is not responsible for this repair

I received your letter dated April 11, and investigated Mr***'s concerns regarding his purchase of a *** ***.Mr*** came to East West Lincoln on February 23, to purchase a new or preowned vehicle and trade in his *** *** which he had purchased from East West
several years earlierThe *** *** was appraised and several significant issues were noted including a knocking engine noise, while Mr***'s vehicle was being appraised it was discovered that his vehicle had remaining warranty left from the *** Extended Warranty he had purchased from East West when he bought the ***spoke to Mr*** and told him that he would be better served to check his vehicle into the shop and have as many issues resolved under his warranty before he traded the vehicleHe agreed and the vehicle was checked into our shop under repair order number *** on February 23rd.East West was unable to diagnose the engine noise since it required special equipment which is provided to dealers by the manufacture, East West transferred Mr***'s *** to the local *** dealer on February 25th for review under their repair order number ***This is a common industry practiceOn March 1” the *** dealer called and spoke with our service manager Kevin and advised him that *** authorized one of the many items defective with Mr***'s vehicle to be repaired under warrantyThe total warranty repair was $683.26.I was informed of the warranty repair on March 3rd or 4th and went to the sales consultant working with Mr*** and asked him to contact Mr*** and have him come in so we could discuss his transactionThe sale Consultant informed me that Mr*** had already come in on February 29th and purchased a preowned ***The sales consultant told me Mr*** had rented a vehicle and no longer wanted to pay for the rental so he decided to move forward with the purchaseEast West was not in a position on February 29th (date of purchase) to inform Mr*** if any of the issues would be covered under his warranty since we did not receive the report from the *** dealer until March 1st.East West proceeded to process Mr*** trade for retail and spent $to correct the many other issues that were wrong with the *** *** that were not covered by the warrantyThis included replacing rotors, sway bar links, blower motor, serpentine belt, shifter assembly, windshield, seat trim, headlamps, brakes and other minor itemsWhen you combine the trade value given to Mr*** of $plus the $spent to correct the many other defects to this vehicle you get which is higher than Kelly Blue Book trade value of $5364.Mr*** claimed in his letter that he was told his vehicle would not be covered under warranty because he did not have maintenance records for the vehicle, I have spoken to all of the team members who interacted with Mr*** and have not been able to identify any team member who would have communicated that to himI reached out to Mr*** last week to find out who he spoke with and to discuss this issue with him and he has not returned my call.Since Mr*** completed his purchase several days prior to East West learning that *** was only covering one item under warranty he is unaware of the other significant challenges this vehicle hadHe is also unaware of the investment East West made to get the vehicle retail ready.Mr*** has been a client of East West for many years and East West values our relationship with him and I welcome the opportunity to review this issue in more detail with him directlyI will reach out to Mr*** after he has an opportunity to review this letter.Sincerely,Andrew FT*** President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. The apartment was aware we had a pet; we paid her monthly fee and the upfront pet fee; we didn't hide anything. There were no visible stains present, so knowing we had a pet whatever "damages" that showed would be considered normal wear and tear which is what the pet fee was for in the first place. Like I previously stated, keep the pet deposit but we shouldn't have to pay for new carpet based on no visible stains, no reason to tear up the carpet, and no proof that the pet before us wasn't the one that did it because it clearly wasn't replaced when we moved in. 2. I'm not sure what a drip pan in a ceiling is? Like I previously stated the extra cleaning was caused by damages your company chose to ignore. I called several times and no one wanted to come out and fix the property so I'm not sure why I should pay for something that isn't mine to pay for in the first place? Especially in such excess amounts. If you drop the carpet, because we shouldn't owe that, I'll pay the remaining balance of items if we can just close this.
Regards,
[redacted]

Thank you for the opportunity to address the concerns of our former resident, [redacted].Mr. [redacted] previously resided at The [redacted] from October 10, 2014 through July 31, 2016. At the time of move in, an apartment...

inspection form was completed by Mr. [redacted]. None of the aforementioned items assessed on the Deposit Account Statement were notated on this document. Keys were returned July 31, 2016 and the final move out inspection was completed on August 1, 2016. At this time, the carpet damages assessed reflected heavy dirt, red and high traffic area staining throughout as documented in the attached pictures. Carpet repairs/replacements are assessed with a 5 year life expectancy. Prior to Mr. [redacted] taking occupancy of the above stated address the carpet was replaced 11/11/13. Additional carpet cleaning charges were necessary to properly restore the carpet and are indicated on the attached.Mr. [redacted] paid a $500 deposit, as reflected on his attached lease agreement. The charges assessed on the final move out statement were deducted from this deposit accordingly. Based on the enclosed documentation, this letter is to confirm that the charges assessed have been reviewed and are confirmed to be accurate and no additional refund is due to Mr. [redacted].[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Regards,
[redacted]

Hills Properties did not address the fact that drip pan was broken when we moved in so I should not pay for it. I told them and checked it on my move in checklist. The pipes in the bathroom were leaking in both bathrooms which I called and told them and they did not want to fix them resulting in the excess cleaning charges in the bathrooms. The carpet was not replaced when the we moved in so these stains can't be proved as ours. There were no visible stains as indicated and there was no odor so there was no way to know there were even any stains on the carpet. Those stains could have been there years before we moved in because they were under the carpet. No one could tell they were there. The drawer was intact and fine on the cabinet when we left so I don't know if one of his handymen broke it or what happened but I'll be happy to pay the $30 for that if it gets this resolved. They can keep the security deposit but I'm not paying for something that isn't mine to cover.

July 7, 2016[redacted] 
[redacted] 
[redacted] 
[redacted]
[redacted]Thank you for the opportunity to address the concerns of our previous resident at Landings at Beckett Ridge apartments. The ID assigned to this resident is...

[redacted].I have reviewed the “Customer’s Statement of the Problem” and gathered the information from our files specific to the stated issues. The below response addresses each of the customer’s statements.1. Notice to Vacate - The resident gave notice to vacate on April 21 and on April 22the Property Manager sent a letter to the resident informing them of their properly signed lease requirement of 45 days’ notice to vacate. The charges assessed on the Move Out Statement for June Rent Prorate of $187.50, Garage Rent of $12.50, Pet Fee of $6.66 and the Month to Month fee of $23.34 reflect the charges for the insufficient notice period.       2. Carpet Stains – Management’s inspection of the apartment did not indicate anyvisible stains, however they did discover visible damages in the apartment that indicated the presence of pet(s) and upon further inspection discovered pet urine odors in the carpet. Further inspection of the carpet backing management identified several rooms with urine staining on the carpet backing. To return the apartment to a condition similar to what it was delivered to the resident, accepting normal wear and tear, management determined it was necessary to replace the carpet. The resident was charged the prorated balance of value of $543.65 for the carpet in the apartment during the resident’s tenancy.       3. Other Damages & Trash – It is a practice of Management to photograph damagesas part of the Move Out process. Attached to this electronically filed response are pictures of the damages and the trash (personal property) removed from the apartment. Fees charged for these related items were charged as Trash out $150 and Garage at $20.       4. Drawer Repairs, Drip Pans & Cleaning Charges – As stated above it is a practice of Management to photograph damages, including items either not cleaned or damaged beyond normal wear and tear. Attached are pictures documenting the conditions of the apartment returned to management. These damaged items or cleaning items were charged fees of $50 for kitchen drawer and drip pans and $100 for extra cleaning.It is the position of Hills that the assessed charges were appropriate for the condition of the apartment at move out. Absent any other compelling information Hills will pursue reimbursement of the balance owed totaling $832.98.Please let me know if there is any unresolved aspect of this complaint.Sincerely,[redacted]Senior Vice President of Property Management Hills PropertiesAttachments (Revdex.com has pictures from the business available upon request)

Hills Properties has a brand new apartment complex which has demonstrated that they can continuously rent out there apartments with no disturbance to their cash flow -For them to charge $2,500 to move out early, having met the six month minimum, is both an egregious and exaggerated overcharge. That is the essence of the complaint. It's not that a move-out charge was assessed, but that it was so outrageously high.

Hills PropertiesSeptember 16, 2015Revdex.com 1.E.4o, Suite 600 Cincinnati, Ohio 45202 [email protected] [redacted]:Thank you for the opportunity to address the concerns of our previous resident at Landings at Beckett Ridge apartments. The ID assigned to this resident is...

[redacted].[redacted] was a resident at Landings at Beckett Ridge in West Chester from 8-16-14 through 8-15-15. During his tenure there he had payments set up through his bank account to automatically pay his rent. When he gave notice to move from his apartment in June 2015 he was instructed to modify this account and avoid overpayment of his rent. This change to his account did not happen and the whole month’s rent was paid to Landings at Beckett Ridge. While we believe the charges against his account are valid it is never our intent to leave a valued resident feeling as though we are uncaring. We contacted [redacted] on September 14, 2015 and agreed to refund $347 to his account compared to the $176.42 that he is asking for in this complaint. He is more than satisfied with the outcome and we consider this matter happily resolved. I have attached a copy of his e-mail to Hills from September 15, 2015 for your reference.Please let me know if there is any unresolved aspect of this complaint.Sincerely,Rusty L[redacted] Vice President of Property Management Hills Properties4901 Hunt Road - Suite 300 • Cincinnati, OH 45242 - 513-984-0300 • HillsProperties.com

See attached documentHILLSPROPERTIESJanuary 22, 2016[redacted] Cincinnati Revdex.com 1 E. 4", Suite 600 Cincinnati, OH 45202Regarding: Customer Concern ID [redacted]Dear [redacted],Thank you for the opportunity to respond to this complaint submitted to the Revdex.com by [redacted].Hills...

confirmed with our bank that the funds were released to [redacted]'s account on 1/12/16. The terms that [redacted] used in her letter referring to the check as being “fraud" are totally wrong. Any “freezing” of her account are between her and her bank. Hills will not be reimbursing for any “fees” assessed to her without proof that something on Hills end directly caused the fee. Any fees for insufficient funds will not be reimbursed as the fees were released in a timely manner to [redacted]'s account.I personally spoke with [redacted] on 1/21/2016 to inform her of the date of the release of funds to her bank. I also enquired as to the status of her account to which she stated that it was still “frozen". suggested that she contact them to clarify the reason and if the check for $150 from Hills was related in any way to have her bank contact us. I shared two direct dial phone numbers with her to provide to her bank if they needed to call Hills.Thanks again for the opportunity to respond to [redacted]'s comments. I am available to discuss this situation further should the need arise.Thank you,Russell L[redacted]Senior Vice President Hills Property ManagementC. Resident FileEmily M[redacted] Tessa B[redacted] Kelly J[redacted]4901 Hunt Road - Suite 300 • Cincinnati, OH 45242 - 513-984-0300 • HillsProperties.com