Customer information:[redacted]We received a complaint on your behalf from the Revdex.com regarding the leak that was found in your closet on 8/15/16. After reviewing the work orders in our system, reading the emails from you, and speaking with staff, I am slightly confused as to...
what complaints you still have. In your original communications with the office, you stated that maintenance did not have permission to enter when you were not home. The staff respected your wishes and tried to schedule a time that worked best with you. When you contacted the office to let them know you were home and maintenance could enter, you advised the staff member you spoke with that you were under the weather with strep throat. Because of this, the property manager did not want to expose the maintenance staff to such a contagious virus, as one staff member has premature twins at home. The property manager contacted you several times via phone to schedule a different time, with no return call from you. The property manager has confirmed your best contact phone number via email, so there are concerns that you are not receiving the staff’s voicemails. When maintenance entered your unit and assessed the situation, it was discovered that when your closet shelves were installed, one of the screws had punctured a pipe inside the wall, causing a slow leak. These shelves were not installed by anyone on our staff. When a tenant moved in above you, the leak got worse because of them regularly running water, thus further damaging the drywall. The View does not have any 1 bedroom units available at this time. The building is 98% leased, and that is why they cannot move you to a different 1 bedroom unit, or any other reasonably comparable unit. (This includes 2 bedroom unit availability, as well.) It is my understanding that under the property manager’s supervision a contractor of the builder removed all of the discolored drywall and trim from the closet, as well as an additional 6 inches of surrounding drywall, made the necessary repairs to the damaged pipe, installed new drywall and trim, and painted the repaired area. All of your clothing in the closet was covered with plastic to prevent damages to your personal property. We have a photo of this, which the property manager has already provided to you. The property manager previously agreed to have your closet and living room carpets cleaned, but finally agreed to replace your closet carpet, which was completed on Monday evening, 9/12/16. There were no flies or any bugs seen in your closet at the time of the installation this past Monday 9/12/16. Per your request, the office sent a sample of the materials removed from your closet to be tested for any toxins, despite the mold clause in your lease, and the results were negative for any toxic mold. The molds found are highly common and are not likely to cause any health issues. If you have such concerns with the mold clause in the lease, these concerns should have been addressed prior to signing your lease. The reason the property manager has offered to allow you out of your lease without any penalty is because we didn’t have an apartment comparable to your unit. We completed the work in one week and that is why the property manager has also offered you a $275 credit to your account as a show of good faith that we apologize for the inconvenience that this matter has caused. You have not accepted either offer. When the property manager emailed on 9/6/16 regarding your already past due rent, she did agree to give you an additional extension until 6pm on Friday 9/9/16. When the office closed at 6pm, your rent had still not been paid. Generally, our tenants are served notice if they have not paid their rent by the 2nd day of the month per our standard lease agreements. Again, you were offered a courtesy extension as a result of the specific situation you were in. Since you rent was still not paid by end of business on the last day of your extension, you were assessed a late fee, and received a 3 day notice on your door for non-payment of rent. Our staff strives to provide all of its tenants with the greatest care and professionalism, to ensure a luxury living experience. I apologize you feel as though you have not received this quality of care.
Dear Mr. [redacted],
Roman","serif";
mso-fareast-font-family:"Times New Roman";color:#222222">We received a
complaint on your behalf through the Revdex.com regarding an
incident on 8/6/15. After reviewing the incident and speaking with my staff, I
would first like to apologize for any issues in communication that seem to have
arisen based on what you stated in your original complaint. Amanda
notified you that you would not be able to leave your washer and dryer at the
residence after the date of August 5th because per terms stated
in the lease, your lease would expire 5:00 PM on that date upon which
all of your belongings must be removed from the premises. You stated that the
company you were using for your washer and dryer and would not be able to pick
up the appliances until the following week. She told you that you have to
have everything out of the apartment by 5:00 PM per your lease.
Also, several notices were sent in advance to remind you when your lease ended
and everything needed to be removed. Despite this conversation, you
stayed past 5:00pm on August 5th, a clear violation of
your lease agreement. After going through the house to inspect for any damages
and to document the overall condition of the house, numerous personal
belongings were left and many areas of the house were left a mess and dirty
which, again, is a further violation to the lease agreement. It is
not fair that you want to put this burden of not communicating to your washer
and dryer company prior to your lease end date upon our company. Our staff is trained to respond to all requests
regardless of who it may be with the upmost politeness and professionalism and
I have personally spoken with all of them regarding this matter. We here at
Hometeam strive to ensure that all tenants receive the highest amount of respect
and care as possible so that your living experience is the absolute best in the
Ohio State campus area.
Customer information:[redacted]We received a complaint on your behalf from the Revdex.com regarding the leak that was found in your closet on 8/15/16. After reviewing the work orders in our system, reading the emails from you, and speaking with staff, I am slightly confused as to...
what complaints you still have. In your original communications with the office, you stated that maintenance did not have permission to enter when you were not home. The staff respected your wishes and tried to schedule a time that worked best with you. When you contacted the office to let them know you were home and maintenance could enter, you advised the staff member you spoke with that you were under the weather with strep throat. Because of this, the property manager did not want to expose the maintenance staff to such a contagious virus, as one staff member has premature twins at home. The property manager contacted you several times via phone to schedule a different time, with no return call from you. The property manager has confirmed your best contact phone number via email, so there are concerns that you are not receiving the staff’s voicemails. When maintenance entered your unit and assessed the situation, it was discovered that when your closet shelves were installed, one of the screws had punctured a pipe inside the wall, causing a slow leak. These shelves were not installed by anyone on our staff. When a tenant moved in above you, the leak got worse because of them regularly running water, thus further damaging the drywall. The View does not have any 1 bedroom units available at this time. The building is 98% leased, and that is why they cannot move you to a different 1 bedroom unit, or any other reasonably comparable unit. (This includes 2 bedroom unit availability, as well.) It is my understanding that under the property manager’s supervision a contractor of the builder removed all of the discolored drywall and trim from the closet, as well as an additional 6 inches of surrounding drywall, made the necessary repairs to the damaged pipe, installed new drywall and trim, and painted the repaired area. All of your clothing in the closet was covered with plastic to prevent damages to your personal property. We have a photo of this, which the property manager has already provided to you. The property manager previously agreed to have your closet and living room carpets cleaned, but finally agreed to replace your closet carpet, which was completed on Monday evening, 9/12/16. There were no flies or any bugs seen in your closet at the time of the installation this past Monday 9/12/16. Per your request, the office sent a sample of the materials removed from your closet to be tested for any toxins, despite the mold clause in your lease, and the results were negative for any toxic mold. The molds found are highly common and are not likely to cause any health issues. If you have such concerns with the mold clause in the lease, these concerns should have been addressed prior to signing your lease. The reason the property manager has offered to allow you out of your lease without any penalty is because we didn’t have an apartment comparable to your unit. We completed the work in one week and that is why the property manager has also offered you a $275 credit to your account as a show of good faith that we apologize for the inconvenience that this matter has caused. You have not accepted either offer. When the property manager emailed on 9/6/16 regarding your already past due rent, she did agree to give you an additional extension until 6pm on Friday 9/9/16. When the office closed at 6pm, your rent had still not been paid. Generally, our tenants are served notice if they have not paid their rent by the 2nd day of the month per our standard lease agreements. Again, you were offered a courtesy extension as a result of the specific situation you were in. Since you rent was still not paid by end of business on the last day of your extension, you were assessed a late fee, and received a 3 day notice on your door for non-payment of rent. Our staff strives to provide all of its tenants with the greatest care and professionalism, to ensure a luxury living experience. I apologize you feel as though you have not received this quality of care.
Dear Mr. [redacted],
Roman","serif";
mso-fareast-font-family:"Times New Roman";color:#222222">We received a
complaint on your behalf through the Revdex.com regarding an
incident on 8/6/15. After reviewing the incident and speaking with my staff, I
would first like to apologize for any issues in communication that seem to have
arisen based on what you stated in your original complaint. Amanda
notified you that you would not be able to leave your washer and dryer at the
residence after the date of August 5th because per terms stated
in the lease, your lease would expire 5:00 PM on that date upon which
all of your belongings must be removed from the premises. You stated that the
company you were using for your washer and dryer and would not be able to pick
up the appliances until the following week. She told you that you have to
have everything out of the apartment by 5:00 PM per your lease.
Also, several notices were sent in advance to remind you when your lease ended
and everything needed to be removed. Despite this conversation, you
stayed past 5:00pm on August 5th, a clear violation of
your lease agreement. After going through the house to inspect for any damages
and to document the overall condition of the house, numerous personal
belongings were left and many areas of the house were left a mess and dirty
which, again, is a further violation to the lease agreement. It is
not fair that you want to put this burden of not communicating to your washer
and dryer company prior to your lease end date upon our company. Our staff is trained to respond to all requests
regardless of who it may be with the upmost politeness and professionalism and
I have personally spoken with all of them regarding this matter. We here at
Hometeam strive to ensure that all tenants receive the highest amount of respect
and care as possible so that your living experience is the absolute best in the
Ohio State campus area.