Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX x Contact Email: ***@icmproperties.com I have spoken at length with [redacted] on multiple occasions, and I am very sorry that she took my firm answers as rude or uncooperativeI take issue with her assertion I am showing any sort of gender biasI repeatedly gave her the same guarantee that we give every tenant (male or female) which is the answer written multiple places in our lease: "Tenant(s) understands that the maintenance staff has up to calendar days after moviand maintenance requests have been submitted to action all requests." As [redacted] points out in her complaint against us, she understood the key lease provision of "days" for maintenance requests to be completed About a week after signing her lease, [redacted] called the office and spoke to two different people trying to get a verbal commitment to her desired repair timeline of doing the work "prior to the lease start or immediately at move-in." I was asked to reach out to her to try and come to an understanding about realistic expectations, and had a series of unproductive conversations [redacted] repeatedly asked me to either do the work for her while the current tenant is living there or promise her that her move in list [redacted] be begun on "day one" of her leaseShe repeatedly declared the apartment was "uninhabitable" and "not up to livable standards" Firstly, it is burdensome and unrealistic to expect the current tenant to live through work she didn't request during the last days of her leaseThat being said, in the spirit of collaboration, I agreed to ask if this was even possible and was soundly refused by our current tenant Secondly, a "Day one promise" is not something I can make and repeated that to [redacted] many, many timesWe will have many tenants moving in on July 1st and will need to prioritize and schedule many work orders for new (and existing) tenantsCommitting multiple resources to an immediate turn around for one tenant isn't reasonable or fair to all the other tenants After speaking with [redacted] about her concerns we promised to do a site inspection at the apartmentYesterday morning, 6/15/15, our maintenance manager and I did a detailed walk through with the current tenantI cannot dispute ***'s claim that this apartment is going to take significant time and many hours to repair / clean upWe take great pride in being responsive to our tenants' needsOur maintenance team does quality work, and ***'s assertion that we don't care isn't fair or accurate, but a quick fix for this apartment isn't realisticWith patience and collaboration, I believe we can make necessary repairs wiour day window, but in light of how far apart [redacted] and we are on many points I am worried that [redacted] not be happy with our results Since we cannot give [redacted] her preferred settlement of having everything done before she moves in, and [redacted] doesn't want to live through the necessary work over the first days of her lease, we are left with the last option of letting her out of the lease so she can find an alternative place to live that better fits her expectationsThis option was discussed and offered previouslyWe know [redacted] is concerned with her timetable, but, to the best of our knowledge no action was taken by [redacted] at that timeWe are happy to sign a release with [redacted] and provide a full refund of the $administrative fee We feel that asking us to pay any of her rent at a different apartment is an unreasonable requestThat being said, in the spirit of resolving this, we are open to some sort of reasonable financial remuneration to help offset some of her additional costs We are sorry that a better compromise cannot be reached but hope, with your oversight, we can resolve this issue in a fair and reasonable manner
Initial Business Response / [redacted] (1000, 5, 2014/05/06) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX [redacted] Contact Email: ***@icmproperties.com [redacted] made us aware of the issue at his apartment later Monday afternoon on April 28thI spoke with him twice the next morning, April 29th, and we had the maintenance team at his apartment working on the issue before 2pm that dayMaintenance pulled out all the appliances and cabinets plugging the one likely entry point that was found We also followed up that same day and sent Rose Pest Control, a professional pest control company, to the apartment to review our work and see if anything could be improvedRose's assessment was the job was handled correctly It is very frustrating to see that our next day response (with both our maintenance team and the professional pest control company) was not a fast or sufficient enough response Finally, we coordinated with [redacted] (***'s roommate) and sent a professional cleaning service to the apartment to disinfect the entire kitchen and throughout the rest of the apartment [redacted] 's assertion that we were negligent in addressing the issue weeks ago is incorrectThe issue was fully resolved the 1st time, with multiple sets of eyes and outside experts brought inOnce resolved no further instance occurred for close to six weeksThe fact that a new entry point was discover makes this a new event which, again, we aggressively responded with appropriate measures [redacted] advised us that he had recently bought a condo and wanted to move out early (around May 20th) and that he was looking for a rent reduction to move out earlyI explained that unfortunately that is not how the contract everyone signed worksA few hours after I told him I wasn't going to give him free rent he sent this complaint to the Revdex.com which felt to us like an abuse of the your services and done as a tactic to obtain free rent We stand by the work we did and are ready to address any additional issues with the apartment that may occurThat being said, we feel no rent concession is warranted [redacted] Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I acknowledge and agree that ICM promptly addressed the situation during this instance, especially compared to the first time a rat was found which took a week to resolveWe very much appreciate the timely response and cleaning of the unitHowever, we still believe that the second instance should never have occurred During the first instance of a rat sighting, I emailed pictures to ICM of holes that a rat could potentially come in throughOne was a large opening in a closet, one was next to a pipe in exposed brick near the front of the unit, and the third was near where a pipe came through the wall to connect to a toiletOf those possible entry points, ICM and the exterminator only addressed one of themBased off of that experience, I do not believe anyone did a very thorough check of the unit during the first instanceIf a thorough check had indeed been done, I'm sure they would have found a hole behind the ovenThis hole ended up being where the rat entered during the second occurrence (and may have been where the first rat came through as well)I should note, a trap that I personally set was the one that eventually caught the first rat, not one set by ICM or the exterminator After the first instance we granted ICM the opportunity (as they are allowed by law) to remedy the issueWe believe they did not sufficiently fix the problemJust because we did not see a rat, does not mean the hole wasn't there the hole time I am insulted at the claim that I used the Revdex.com as a "tactic" to get "free rent"I never requested to live in the unit without paying ("free rent"); what I requested was the opportunity to move out of an unsanitary apartmentWe have paid our rent in full every month, including this monthThe reason I contacted the Revdex.com immediately is because when we had a different instance relating to damage our apartment received unrelated to myself and my roommate, ICM was not helpful for weeks, until I finally contacted the Revdex.comNot wanting this issue to take weeks to resolve as well, I contacted the Revdex.com immediately As I previously stated, we have already paid our rent in full for MayWe did this as a sign of good faith that the rat issue has been solved once and for allBelieve me, I certainly hope it isAs evidence, I have attached a picture of one of the holes I notified ICM of during the first instance that was never plugged by them In summation, I disagree with the assertion that the issue was fully resolved the first timeThe "new entry point" was probably the same entry point as the first instance and I question the effort and/or expertise put forth to remedy the issue the first timeThat being said, we have fully paid our rent for the month of May and intend to finish out the remainder of the lease unless there is another issue Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX [redacted] Contact Email: ***@icmproperties.com We are currently working with the Greens to figure out a resolution that both parties can live with and agree toWe hope to have something figured out in the coming daysIf no acceptable resolution is in place by Thursday July 16th we will send your company our formal response We appreciate that the Revdex.com was a catalyst towards this resolution and we hope common ground can be found soon Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) This matter has now been resolved between us and ICM
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Contact Name and Title: Seth [redacted] - Manager Contact Phone: [redacted] x [redacted] Contact Email: [redacted] We have already worked out a resolution that both parties have agreed toWe will consider this matter resolved once [redacted] has closed out his Revdex.com complaint which he has already agreed to do WE again thank you for your assistance resolving this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted solution
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX x Contact Email: ***@icmproperties.com I have spoken at length with [redacted] on multiple occasions, and I am very sorry that she took my firm answers as rude or uncooperativeI take issue with her assertion I am showing any sort of gender biasI repeatedly gave her the same guarantee that we give every tenant (male or female) which is the answer written multiple places in our lease: "Tenant(s) understands that the maintenance staff has up to calendar days after moviand maintenance requests have been submitted to action all requests." As [redacted] points out in her complaint against us, she understood the key lease provision of "days" for maintenance requests to be completed About a week after signing her lease, [redacted] called the office and spoke to two different people trying to get a verbal commitment to her desired repair timeline of doing the work "prior to the lease start or immediately at move-in." I was asked to reach out to her to try and come to an understanding about realistic expectations, and had a series of unproductive conversations [redacted] repeatedly asked me to either do the work for her while the current tenant is living there or promise her that her move in list [redacted] be begun on "day one" of her leaseShe repeatedly declared the apartment was "uninhabitable" and "not up to livable standards" Firstly, it is burdensome and unrealistic to expect the current tenant to live through work she didn't request during the last days of her leaseThat being said, in the spirit of collaboration, I agreed to ask if this was even possible and was soundly refused by our current tenant Secondly, a "Day one promise" is not something I can make and repeated that to [redacted] many, many timesWe will have many tenants moving in on July 1st and will need to prioritize and schedule many work orders for new (and existing) tenantsCommitting multiple resources to an immediate turn around for one tenant isn't reasonable or fair to all the other tenants After speaking with [redacted] about her concerns we promised to do a site inspection at the apartmentYesterday morning, 6/15/15, our maintenance manager and I did a detailed walk through with the current tenantI cannot dispute ***'s claim that this apartment is going to take significant time and many hours to repair / clean upWe take great pride in being responsive to our tenants' needsOur maintenance team does quality work, and ***'s assertion that we don't care isn't fair or accurate, but a quick fix for this apartment isn't realisticWith patience and collaboration, I believe we can make necessary repairs wiour day window, but in light of how far apart [redacted] and we are on many points I am worried that [redacted] not be happy with our results Since we cannot give [redacted] her preferred settlement of having everything done before she moves in, and [redacted] doesn't want to live through the necessary work over the first days of her lease, we are left with the last option of letting her out of the lease so she can find an alternative place to live that better fits her expectationsThis option was discussed and offered previouslyWe know [redacted] is concerned with her timetable, but, to the best of our knowledge no action was taken by [redacted] at that timeWe are happy to sign a release with [redacted] and provide a full refund of the $administrative fee We feel that asking us to pay any of her rent at a different apartment is an unreasonable requestThat being said, in the spirit of resolving this, we are open to some sort of reasonable financial remuneration to help offset some of her additional costs We are sorry that a better compromise cannot be reached but hope, with your oversight, we can resolve this issue in a fair and reasonable manner
Initial Business Response / [redacted] (1000, 5, 2014/05/06) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX [redacted] Contact Email: ***@icmproperties.com [redacted] made us aware of the issue at his apartment later Monday afternoon on April 28thI spoke with him twice the next morning, April 29th, and we had the maintenance team at his apartment working on the issue before 2pm that dayMaintenance pulled out all the appliances and cabinets plugging the one likely entry point that was found We also followed up that same day and sent Rose Pest Control, a professional pest control company, to the apartment to review our work and see if anything could be improvedRose's assessment was the job was handled correctly It is very frustrating to see that our next day response (with both our maintenance team and the professional pest control company) was not a fast or sufficient enough response Finally, we coordinated with [redacted] (***'s roommate) and sent a professional cleaning service to the apartment to disinfect the entire kitchen and throughout the rest of the apartment [redacted] 's assertion that we were negligent in addressing the issue weeks ago is incorrectThe issue was fully resolved the 1st time, with multiple sets of eyes and outside experts brought inOnce resolved no further instance occurred for close to six weeksThe fact that a new entry point was discover makes this a new event which, again, we aggressively responded with appropriate measures [redacted] advised us that he had recently bought a condo and wanted to move out early (around May 20th) and that he was looking for a rent reduction to move out earlyI explained that unfortunately that is not how the contract everyone signed worksA few hours after I told him I wasn't going to give him free rent he sent this complaint to the Revdex.com which felt to us like an abuse of the your services and done as a tactic to obtain free rent We stand by the work we did and are ready to address any additional issues with the apartment that may occurThat being said, we feel no rent concession is warranted [redacted] Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I acknowledge and agree that ICM promptly addressed the situation during this instance, especially compared to the first time a rat was found which took a week to resolveWe very much appreciate the timely response and cleaning of the unitHowever, we still believe that the second instance should never have occurred During the first instance of a rat sighting, I emailed pictures to ICM of holes that a rat could potentially come in throughOne was a large opening in a closet, one was next to a pipe in exposed brick near the front of the unit, and the third was near where a pipe came through the wall to connect to a toiletOf those possible entry points, ICM and the exterminator only addressed one of themBased off of that experience, I do not believe anyone did a very thorough check of the unit during the first instanceIf a thorough check had indeed been done, I'm sure they would have found a hole behind the ovenThis hole ended up being where the rat entered during the second occurrence (and may have been where the first rat came through as well)I should note, a trap that I personally set was the one that eventually caught the first rat, not one set by ICM or the exterminator After the first instance we granted ICM the opportunity (as they are allowed by law) to remedy the issueWe believe they did not sufficiently fix the problemJust because we did not see a rat, does not mean the hole wasn't there the hole time I am insulted at the claim that I used the Revdex.com as a "tactic" to get "free rent"I never requested to live in the unit without paying ("free rent"); what I requested was the opportunity to move out of an unsanitary apartmentWe have paid our rent in full every month, including this monthThe reason I contacted the Revdex.com immediately is because when we had a different instance relating to damage our apartment received unrelated to myself and my roommate, ICM was not helpful for weeks, until I finally contacted the Revdex.comNot wanting this issue to take weeks to resolve as well, I contacted the Revdex.com immediately As I previously stated, we have already paid our rent in full for MayWe did this as a sign of good faith that the rat issue has been solved once and for allBelieve me, I certainly hope it isAs evidence, I have attached a picture of one of the holes I notified ICM of during the first instance that was never plugged by them In summation, I disagree with the assertion that the issue was fully resolved the first timeThe "new entry point" was probably the same entry point as the first instance and I question the effort and/or expertise put forth to remedy the issue the first timeThat being said, we have fully paid our rent for the month of May and intend to finish out the remainder of the lease unless there is another issue Regards, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX [redacted] Contact Email: ***@icmproperties.com We are currently working with the Greens to figure out a resolution that both parties can live with and agree toWe hope to have something figured out in the coming daysIf no acceptable resolution is in place by Thursday July 16th we will send your company our formal response We appreciate that the Revdex.com was a catalyst towards this resolution and we hope common ground can be found soon Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) This matter has now been resolved between us and ICM
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Contact Name and Title: Seth [redacted] - Manager Contact Phone: [redacted] x [redacted] Contact Email: [redacted] We have already worked out a resolution that both parties have agreed toWe will consider this matter resolved once [redacted] has closed out his Revdex.com complaint which he has already agreed to do WE again thank you for your assistance resolving this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted solution