KeyRenter Property Management Denver

[redacted] ,As you know, the HOA provides the heat for your unitIt is on a central boiler system that they maintainThe only portion of the [redacted] element that is the responsibility of the unit owner is the unit specific zone valves, and the plumbing within the unitWe have been responsive to your complaints [redacted] and [redacted] went out first in October, and again in November when you reported the issue was ongoingThey evaluated the boiler pressure, and replaced the electrical box, transformer, and power supplyAll appointments have to be scheduled with the HOA maintenance manager, because we do not have the ability to access the central boiler and zone valve on our ownThis has often caused delays in the process because the maintenance manager is out of town or unavailable at times.You followed up on November 29th letting us know the boiler was making a loud knocking noise and seemed to have malfunctioned [redacted] and [redacted] was unavailable to go back out, so we sent [redacted] and [redacted] Here is the info from their site visit on December 4th: Checked operation of boiler heat from thermostatFound when thermostat calls and the zone valve opens and closes, there is a loud banging noiseThis is a result of the boiler pump pushing too much pressure into loopAdjusted gate valve on return side of loop to slow water down when zone valve opensIn result the noise is quieter when opening but is still loud when the zone valve closesIt's recommended the building boiler system is looked at and or modified to elevate excessive pressureThermostat was replaced due to being highly inaccurate and because the thermostat was opening and closing the valve within a degree difference, causing banging noise to happen every couple minutesNOTE: It is highly recommended the building boiler is serviced to ensure safety and proper operation.We made sure this information was communicated to the building HOA right away, and they let us know they would look into it furtherThey reported on Friday the 15th of December that they replaced the pump in addition to other repairs of the boiler, and that no other units have reported heat issuesWe will continue to do what is necessary on our end and work with the HOA to maintain the heatYou let us know on November 27th that you do not have a key to the exterior door of the building, and that at times the digital lock pad doesn't workWe spoke with the HOA, and then let you know on Nov 29th that you could purchase a key from the HOA for $and provide a receiptWe informed you that we will refund you with a rent credit or send you a checkYou let me know that the HOA on-site manager is not set up to take a credit card so I instructed that you will need to get cash or a money order to pay for the keyI understand that you are frustrated, and when we spoke on Dec 6th, I let you know we would be willing to work out a mutual termination to let you out of your lease with no penaltiesYou told me you needed to think about it and would get back to me, but I have not heard backWe have addressed your maintenance issues and will continue to do so, but I do not agree that habitability has been compromised or that a refund of past due rent is in order

Regarding how maintenance requests are handled - we changed our policy to have maintenance requests called in instead of submitting through a tenant portal [redacted] emailed me regarding his objection to this change, and I specifically said that any emergencies still need to be called in which was already the policy, and non-emergencies could be emailed if he wished and we would respondWe have continued addressing each maintenance concern that he has reported For the heatAs stated before, the HOA supplies the heat source (central boiler)The system is set up with an exterior thermostat so that it responds and kicks on based on the outside temperatureSo the boiler will not start up if the temperature outside is degrees or warmerDue to the unusually warm temperatures we had in the fall, it is not surprising that the boiler didn't kick on every dayWe have indeed worked directly with the HOA, as well as sent out contractors who have installed a transformer, electrical box, and replaced a power cord and thermostatI have not heard from an attorney and have no knowledge of one involved in this situationThe Revdex.com complaint was logged on December 17th, so the claim that nothing was done before an attorney was involved and a Revdex.com complaint was filed is not accurateWe had technicians on site to evaluate and make any necessary repairs in October, November and December, prior to the Revdex.com complaintWe also have been in contact with the HOA throughout this time and they have made repairs to the heat source including replacing the bump, bearings, and motor of the boiler

Complaint: ***
I am rejecting this response because: You are not allowed to change how maintenance requests are handled because I did not agree to that in the lease or in writingKeyrenter wanted to switch things against the lease in order to prevent the timing and tracking of the maintenance requests to shots accountability since keyrenter violated habitability of warranty by not providing heat for all of September and October in which the temperature significantly dropped and we had more than one snowstorm in which I was yet again freezing for prolinged periods of timeI had been requesting the heeat to be fixed since I moved in in and its still taking months to get the heat working, which it still is not heating the unit properly and the cold draft from the poorly installed air conditioner is letting more cold in than heat from the heatersKeyrenter had days to repairthe heat as required by the warranty of habitability act and took well over days to even begin addressing my issue, claiming they couldn't access the boilers when the maintenance guys who live here can give you access at any momentI was living with an infestation of mice and roaches beyond my control for several months because keyrenters lease also violates habitability of warranty by trying to waive unwaivable rights to having pest controlMy maintenance requests for the electricity and sink were ignored for a month until the Revdex.com complaint was filed and I have witnesses to the phone call I received from maintenance the same day the Revdex.com complaint was filed. Keyrenter is ectremely negligent of maintenance and they keep making up excuses to not provide me a key, and the main entrance electric dial pad has been down all month and I've been locked out of the building everytime the pad goes downI've been asking for a key from keyrenter since summer and they wont provide one and are asking me to pay for it when I dont use cash and the maintenance guys dont accept credit cardsI should have had a key mailed to me back in June when I initially requested a key for the last time I got locled out. Its now almost January and the heat still isnt working and im using firewood and an electric heater STILL, Which is what I've been forced to live with since I moved inI asked the previous manager several times for the heat to be fixed, and now Branden.I have not been given the enjoyment of the property as promised in my lease and as Colorado law requiresKeyrenter has breached the lease several times and this is a corrupt landlord who thinks they can get away with not providing a key, changing things against the lease requirements, and they think its acceptable to leave me in freezing temperatures for more than a month (technically since I moved in) while its snowing in October in the state of Colorado when it usually snows in October. Keyrenter has cancelled several of my requests for heat and vermin and they have done everything they could to have me live in an uninhabitable environment against Colorado LawThey were doing this to me earlier this year with the air conditioning im which me and my dog spent a week in temperatures in the high 90s suffering because keyrenter is negligent. Keyrenter is only wanting to have me terminate the contract because thats the only way they can relieve themselves of accountability for the crimes they have committed against me and the very obvious breaches of the lease. What landlord in their right mind would let someone live in freezing temperatures while its snowing and try and claim the weather was different when the days it snowed are recorded on all of the local news websites and I have witnesses and my lawyer who will verify that it snowed more than once in OctoberKeyrenter has forced me to live in freezing temperatures with pests and no entrance keyTheir defense is completely bogus and I have tons of proof of the conditions I've been forced to live inLet this response to this complaint also be evidence of this since they are not offering remedy to the beach in any of their responses. It is not normal, acceptable or legal to not provide heat for over days after requestedKeyrenter should have provided me a key by nowIf it wasn't for this Revdex.com complaint, keyrenter would have ignored my maintenance requests formonths on end like they usually do because its the norm with themHeat still isnt remedied
Sincerely,
*** ***

[redacted],As you know, the HOA provides the heat for your unit. It is on a central boiler system that they maintain. The only portion of the [redacted] element that is the responsibility of the unit owner is the unit specific zone valves, and the plumbing within the unit. We have been responsive to your...

complaints. [redacted] and [redacted] went out first in October, and again in November when you reported the issue was ongoing. They evaluated the boiler pressure, and replaced the electrical box, transformer, and power supply. All appointments have to be scheduled with the HOA maintenance manager, because we do not have the ability to access the central boiler and zone valve on our own. This has often caused delays in the process because the maintenance manager is out of town or unavailable at times.You followed up on November 29th letting us know the boiler was making a loud knocking noise and seemed to have malfunctioned. [redacted] and [redacted] was unavailable to go back out, so we sent [redacted] and [redacted]. Here is the info from their site visit on December 4th: Checked operation of boiler heat from thermostat. Found when thermostat calls and the zone valve opens and closes, there is a loud banging noise. This is a result of the boiler pump pushing too much pressure into loop. Adjusted gate valve on return side of loop to slow water down when zone valve opens. In result the noise is quieter when opening but is still loud when the zone valve closes. It's recommended the building boiler system is looked at and or modified to elevate excessive pressure. Thermostat was replaced due to being highly inaccurate and because the thermostat was opening and closing the valve within a degree difference, causing banging noise to happen every couple minutes. NOTE: It is highly recommended the building boiler is serviced to ensure safety and proper operation.We made sure this information was communicated to the building HOA right away, and they let us know they would look into it further. They reported on Friday the 15th of December that they replaced the pump in addition to other repairs of the boiler, and that no other units have reported heat issues. We will continue to do what is necessary on our end and work with the HOA to maintain the heat. You let us know on November 27th that you do not have a key to the exterior door of the building, and that at times the digital lock pad doesn't work. We spoke with the HOA, and then let you know on Nov 29th that you could purchase a key from the HOA for $25 and provide a receipt. We informed you that we will refund you with a rent credit or send you a check. You let me know that the HOA on-site manager is not set up to take a credit card so I instructed that you will need to get cash or a money order to pay for the key. I understand that you are frustrated, and when we spoke on Dec 6th, I let you know we would be willing to work out a mutual termination to let you out of your lease with no penalties. You told me you needed to think about it and would get back to me, but I have not heard back. We have addressed your maintenance issues and will continue to do so, but I do not agree that habitability has been compromised or that a refund of past due rent is in order.

Regarding how maintenance requests are handled - we changed our policy to have maintenance requests called in instead of submitting through a tenant portal. [redacted] emailed me regarding his objection to this change, and I specifically said that any emergencies still need to be called in which was already the policy, and non-emergencies could be emailed if he wished and we would respond. We have continued addressing each maintenance concern that he has reported.  For the heat. As stated before, the HOA supplies the heat source (central boiler). The system is set up with an exterior thermostat so that it responds and kicks on based on the outside temperature. So the boiler will not start up if the temperature outside is 55 degrees or warmer. Due to the unusually warm temperatures we had in the fall, it is not surprising that the boiler didn't kick on every day. We have indeed worked directly with the HOA, as well as sent out contractors who have installed a transformer, electrical box, and replaced a power cord and thermostat. I have not heard from an attorney and have no knowledge of one involved in this situation. The Revdex.com complaint was logged on December 17th, so the claim that nothing was done before an attorney was involved and a Revdex.com complaint was filed is not accurate. We had technicians on site to evaluate and make any necessary repairs in October, November and December, prior to the Revdex.com complaint. We also have been in contact with the HOA throughout this time and they have made repairs to the heat source including replacing the bump, bearings, and motor of the boiler.