Kettler Management

Thank you for the opportunity to address our tenant's complaint We have spoken to the tenant in person regarding the issue.Another tenant's rent was mistakenly applied to *** ***'s account When we became aware of the error, we notified *** *** via a late notice, since she had not
paid her rent for that month We did not charge *** *** a late fee We are not willing to credit *** *** for the August rent payment as she requests While there was a discrepancy in the amount due because of the miscredit, *** *** must have known that she did not pay her August rent She submitted a payment for approximately $instead of her monthly rent, which of course is significantly higher A mistake was made, but it does not negate *** ***'s obligation to pay rent.Sean C***General CounselKettler Management Inc

Dear Sir or Madam:Thank you for the opportunity to respond to this complaint.The ownership of *** *** Apartments is replacing polybutylene pipes in all units Residents have been receiving notices since December and are given ample notice before work begins on their unitThe notice states
that the contractors can work between 8-6, but on most days they are off the property by The repairs are completed in most units within 3-days We have received very few complaints from tenants regarding the work. When the property manager reached out to *** *** in early March to schedule a date for the work to be completed in her apartment, *** *** mentioned she was looking for a house and would not be renewing her lease Subsequently, on April 8, *** *** requested that she be allowed to terminate her lease early, since she was closing on a house in mid-May, but her lease did not end until mid-July She did not want to pay both a mortgage and rent However, her lease clearly obligates her to continue to pay rent through July As an accommodation, our management office told *** *** that if she did vacate her apartment before July 16, we would try to rent her unit, and credit her if we were successful in finding a replacement tenant.We believe that *** *** is using the pipe work as a pretext for an early termination of her lease, and that her actual motivation is to exit her lease early to accommodate her house closing We must respectfully decline her request.Best regards,Sean C***General CounselKettler

Dear Sirs: Thank you for the opportunity to respond to this complaint The tenant's air conditioning unit was fully replaced yesterday We apologize for the contractor's delay and any inconvenience.Best regards,Sean C***, Esq.General CounselKettler Management Inc

Thank you for the opportunity to respond to the complaint.  While we disagree strongly with [redacted]'s characterization of condition of the units in the community, she is apparently correct that a personnel change resulted in a specific unit not being reserved for her.  We apologized...

for the mistake, and refunded [redacted]'s money on July 9, 2015.  She stated that she would withdraw the Revdex.com complaint, but apparently has not yet.
I hope this resolves the situation satisfactorily for all parties.
Sean C[redacted]
General Counsel
Kettler Management Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This response fails to address any of the issues I brought up in my complaint. This representative states that I must have known I had not paid my rent. Had the company fully investigated my complaint, they would find that yes, that was the case, and that is why we promptly called a staff member at the leasing office, and asked him why our account only had a $33 balance due if we had not yet paid August rent. This staff member apparently chose not to look into the issue at all, and gave us incorrect information- namely that we did not have to pay anything beyond the $33 charge on our account. There is no way we could have known that this staff member had not investigated the issue at all when he gave us this information. We will gladly supply phone records to verify that this phone call occurred. And contrary to what he claims, as I stated in my original complaint, we never received any late notice. Our September account balance only reflected our usual monthly rent payment, which we paid on time. The company's response addresses none of this.If Kettler had investigated this issue in August, when we first brought it to their attention, it could have been resolved very quickly.
For the record, we paid rent for August shortly after all of this occurred.
Regards,
[redacted]

Thank you for providing the opportunity to respond, and we apologize for the delay in doing so.Mr. [redacted]'s lease was signed on December 15, 2015, ending January 14,
2016.   He recently turned in his notice to vacate for July 31st
as he has provided Military orders to relocate.  He...

will not be charged a
break-lease fee as per the lease and he has provided 30 day notice to
vacate.
In regards to his specific complaints:
Kettler Management began
managing the property on April 25, 2015.    We are
renovating the entire building starting with the parking lot, amenties and top
floors of the building.  Planned renovation should be finished by June
2016.   When we took over, there were numerous problems at that time arising from the previous management company.
This is how we are working on
solving the problems:
 
1.      
 Trash: 
We have hired [redacted] to pick up all resident trash in the evenings 5 days
a week.  We have a cleaning team that comes in seven days a week to pick
up trash and clean the building.
2.      
Security/Noise
:  We currently have one security guard on site from 7pm to 7am 
seven days a week.   We are in the process of hiring a new security
company and will have two security guards seven days a week from 6pm to
8am.  One will be stationed at the front door and the other will be roving
the building to immediately address noise issues.  The residents will be
given a phone number directly to the security guard if they have any concerns during
the overnight hours.
3.      
Washers and
dryers:  as of today we have one washing machine that is not
working.  The company has been called to fix this.  Anytime our
office is made aware of a broken washer and dryer, we call in a service
call.  We will be renovating the entire washer and dryer area to include
all new machines in the near future.
4.      
Parking lot: 
the parking lot is currently undergoing expansion and repairs.
5.      
Broken doors at
front entrance.   Parts have been ordered and come from the
manufacturer and take a few weeks to come in.  The door broke within the
last week.
6.      
Loose or missing
tiles in front entrance:  We are in the process removing the entire
overhang outside for the renovation.
7.      
Incompetent
billing:  Mr. [redacted] was accidentally charged two late fees in our first
billing cycle.  Both late fees were removed from his ledger on 6/18.
8.      
Advertised services
and amenities:  Everything we have advertised is coming soon or future
amenities.   The entire property is currently undergoing a
renovation.   The property was also undergoing a renovation when Mr.
[redacted] moved in when it was managed/owned by the previous management company. While it appears Mr. [redacted] will not be a tenant for much longer, we appreciate his patience as we work through the renovation.  The apartment project will continue to improve while we work through the renovations, and be a much improved place to live for all tenants when completed. Best regards, Sean C[redacted], General Counsel, Kettler Management Inc.

[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.]
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]

After careful review of the residents file we've discovered that the resident is in fact due a refund of actually an additional $68 for a total refund of $452.01. The residents move out pro-rate was charged correctly and actually her move-in pro-rated amount that was calculated incorrectly on our...

part. She should have been charged $543 based on a 30 day month instead she was charged $543, a difference of $68.As for parking, the residents deposit statement (attached) shows that she was given a $47 credit for pro-rated parking, which was then added to her refund since she paid the $200. The resident is asking for $52, and calculated the proration off a 31 day month when it should be 30 days. The breakdown is here: $200/30 days x 23 days = $153. $200-$153= $47. She is receiving a deposit refund of $452.01, which breaks down below:   $500 deposit +$0.53 interest on deposit -final water bill $54.92 -current month’s water bill $40.60 (August billing period) +credit for pro-rated parking $47 =$452.01

The manager, Melissa, of the Fox Ridge Apartments in Hi Nella NJ is very unprofessional. She will purposely apply funds incorrectly to your account in order to charge undue late fees. When I tried to correct this, because at first I thought it was an honest mistake, she printed out my statement, told me it was too confusing for me to understand, then I caught her lying to cover her 'mistake". Had I not caught this, it would have cost me about $90 in late fees. I just wonder how many others this deceitful woman has taken advantage of.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The business stated the reason for my car being towed however, regardless of the rules on paper my sister (the tenant) was unclear to the rules stated on paper given by the leasing office in Germantown. Keep in mind this is not an isolated incident. Others have fallen victim to towing believing that the visitor placard in the windshield was displayed properly and followed the rules. When you do not have signs directing visitors to the "guest parking area" they are going to automatically park in any of the unmarked parking spaces believing that they are following the rules such as myself and others did. If I had the funds available I would even take this matter to court. I believe others are seeking legal action. I wish that a representative from the Revdex.com could visit the Germantown complex to witness for themselves how the parking lot is situated. I believe tenants are not being properly briefed on the parking rules otherwise 6 cars along with my own would not have been towed the same night! I have made numerous visits to the site and also witnessed numerous cars parked in the open parking lot with no stickers or visitor placards. I am very disappointed with Kettler managements oversight in saying their is no apparent issue. This just shows how much they care about their patrons and their visitors. I will never recommend their apartments in Germantown to anyone in the hopes to save them from this businesses poor practices. I do appreciate the Revdex.coms help in this matter greatly.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Tough apples, that is not even relevant to the discussion, but since your company is so disorganized, I am sure you are unaware that I left the building and did not switch apts.  Even if that had been the case (which it isn't as I am sitting in Costa Rica) that wasn't in my contract when I signed with [redacted]- I never resigned with Kettler and they are legal obligated to honor the contract w [redacted] until completions. Also I did not move apartments, I left the premises. Lastly, I have documentation from the property manager agreeing to let me leave a month early and saying Iwould be charged NOTHING out of my deposit. Also my depoti was in the amount of $840, lets get facts straight- and follow the law.
Regards,
[redacted]

Thank you for the opportunity to address this complaint.
The tenant makes several allegations and defamatory and...

libelous comments, none of which are backed up by any photographic or other evidence.  This tenant's experience is not indicative of the experience of other tenants, many of whom have happily lived in the community for years.
The tenant also omits some pertinent information.  The tenant claims his electric bill is $1,800, implying that the bill is for a single month.  This is not true.  The tenant's electrical bill, according to our records, fluctuated between approximately $106 and $320 per month, averaging $220 per month.  This bill is paid directly to [redacted], which has a separate meter for each unit.  We advise our tenants to expect bills of approximately $200 per month when they sign their lease, and this tenant's bill is in line with that estimate (obviously, the amount varies somewhat depending on the tenants' usage patterns).  The tenant's bill is over $1,800 only because he did not make payments to [redacted] when due.
Any leaky water faucets in the tenant's unit were promptly repaired, and our understanding is that the water bill did not change significantly after the minor leaks were repaired.  Therefore, the leaks, if any, cannot be blamed for the amount of tenant's water bill.
Our records indicate that the parking garage gate was inoperable for 7 days while we waited for a part to arrive, not 9 months as alleged by the tenant.
There was a period of time during which the tenant's AC was not functioning; he received a $462.18 credit for the issue.
We are disappointed that [redacted] was not happy with his tenancy at the [redacted].  However, we do not agree with his allegations, and therefore are unwilling to make the requested refunds.
Best regards,
Sean C[redacted]
General Counsel - Kettler Management

[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.]
Revdex.com:
The apartment number is ( [redacted] , glen Burnie , Md , and I'm hoping to see more actual actions taken towards my case , and not just incomplete  info responses in order to move forward, as a real business , u would of known by now using my first and last name provided, but at this point , nothing will surprise me regardless the future response ,  so as the address provided and the full name , I'm hoping to see someone or something will happens real soon .
Regards,
[redacted]

Kettler Management is investigating the complaint and will respond shortly.Best regards,Sean C[redacted]General Counsel

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]

Dear Sirs:  We are unable to respond to the complaint at this time because [redacted] does not identify what apartment project he formerly resided in.  Without that information, we are unable to review his file and determine whether the actions taken were appropriate....

 Please provide this additional information and we will follow up.Best regards,Sean ** C[redacted], Esq.General CounselKettler

Thank you for the opportunity to respond to the complaint.  While we disagree strongly with [redacted]'s characterization of condition of the units in the community, she is apparently correct that a personnel change resulted in a specific unit not being reserved for her.  We apologized...

for the mistake, and refunded [redacted]'s money on July 9, 2015.  She stated that she would withdraw the Revdex.com complaint, but apparently has not yet.I hope this resolves the situation satisfactorily for all parties.Sean C[redacted]General CounselKettler Management Inc.

Kettler Management is investigating the complaint and will respond shortly.
Best regards,
Sean C[redacted]
General Counsel

It appears that this rejection is lagging correspondence between the resident and the leasing staff. The attachment will confirm that this matter has been resolved and [redacted] will be refunded the $68 and $60.04 charges for a total of $128.04.

On September 23, 2015, Kettler Management contracted WesternPest Services to fumigate my apartment after an inspector found evidence of bed bugs the week before. Upon personally meeting with the inspector, I was told to wash, dry and bag all of my clothing and pull all furniture 16 inches away from the wall, which I did. This was the extent of the instruction provided by WesternPest.
On September 22, 2015, Kettler Management posted a 3-page instructional manual listing all of the additional steps that needed to be followed in order to prepare for the session. It reiterated washing and drying of all clothing and also outlined the need for me to remain out of the apartment 4-6 hours after fumigation. The day of the fumigation, September 23, I called Kettler Management several times to inquire as to when the service had been completed so that I was aware of when I could return to the property, but I never received confirmation of service. Upon returning to my apartment I decided to enter as I was unsure as to whether the service was performed. When I entered the bedroom I found my bed destroyed. It had been dismantled, the sides of the frame ripped off and broken, dozens of large nails strewn across the floor, the fabric ripped off of the bottom of a chair kept in the bedroom and the wood support stacks that supported the bed broken into pieces. The entire room looked completely ransacked. At no point before or after the appointment was I told that WesternPest would attempt to dismantle the bed and I did not discover that any of this had been done until I returned home from work. Upon meeting with management at Kettler, I was told that WesternPest “recommended” that the bed be thrown away, yet they took it upon themselves to destroy my property and dismantled and broke the bed with no authority to do so. Had I been notified that I might need to get rid of the bed, I would have independently contracted another exterminator for a second opinion, but I was stripped of my right as a consumer to do so. I requested that either Kettler or WesterPest reimburse me for the price of the bed as I have called other pest removal services and they have all stated that if treated properly there would be no reason to throw away a bed frame. Kettler informed me that neither they nor WesternPest would reimburse me for the cost of the bed based on WesternPest’s recommendation that the bed be disposed of. It was not at the discretion of either management or their contractors to dismantle my property. Furthermore, Kettler’s claim that the services rendered were not harsh or negligent stand in direct contradiction to their claim that they have repeatedly experienced issues with services performed by WesternPest. Both Kettler and WesternPest have been grossly negligent and unprofessional and both have caused much more damage than any bedbug ever could.