Knox Hills, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved For the record I gave Knox Hills LLC several opportunities to resolve the discrepancies from my initial inspection Maintenance did not arrive until May 20, to turn on the hot water The facts speak for themselves on the discrepancy sheet I filled out Insect infestation in both the front and back yard, tree branches and debris on the shed, no hot water, and verbal promises that were NOT completed by the staff The hot water heater was in Unit [redacted] for [redacted] and [redacted] units [redacted] unit was vacate but I could not get maintenance to go in there until the day after I gave my vacate notice Maintenance told me "try knocking on the door, and offer them a apple pie! Maybe they will turn it up for you!" They did NOT have a clue that it was vacate! sad Glad to be away from Knox Hills Hopefully they will improve their performance for the residents Mr [redacted] * [redacted] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAt this time uprooting my family and having seven children change schools based on Knox Hills snow removal failure is not a viable optionMy original request for resolution standsAlso - Knox Hills shows a lack of concern for this matter as they didn't bother to read the complaintI did not request as the unsigned response reads "to have one month of rent paid for him by Knox Hills." I'd appreciate the respect of having the complaint readFort Knox provided two days closed and a delay of work and snow on Wednesday to remove snowSnow removal was absolutely not out of Knox Hills's control as several residents brought up via their facebook forumUSAG Ft Knox DPW cleared streets all over the installation and plowed the sidewalk nearly a mile on Chaffee and up Conroy to [redacted] School, and the sidewalk clearing ended right at the housing area, where VVES students live and must walkThe argument that it was outside of their power and they were overwhelmed simply isn't true - The rest of Fort Knox was cleared by DPW in the exact same conditions and locationUSAG-Fort Knox did a commendable job Knox Hills has snow removal responsibilities which have obviously been neglected in practice and in policyManagement had a responsibility to plan for residents and KH responsibilities in the event of snowfall, which is not an anomaly in winter in Kentucky There was no resident snow removal policy established although the author on facebook believed it was in the Resident HandbookThere is still no statement of who is responsible for common areas or what the standard for removal is An apology is ok, but doesn't provide Knox Hills residents with safe passage to [redacted] Elementary SchoolAlthough they continue to clear areas piecemeal as they are informed, they will not acknowledge their areas of responsibility or standardsI would like to not have to call about each individual road or sidewalk needing clearedSidewalks on Sycamore Way are not cleared a week after the stormI again informed the Community manager this morning, Feb, with a photo of a child walking to school on an uncleared sidewalkIt is not cleared as of Feb at 2:p.mand kids will be walking in the street in a few minutes to get from their bus stop to the house As a Fort Knox partner, Knox Hills has a responsibility to let partners know when they can't maintain adequate show removal because of issues Knox Hills believes are out of its controlI have already brought this up to the Fort Knox Community Schools Superintendent and plan to revisit it Regards, [redacted] &nb

Please see below for the email that was sent from Knox Hills to Mr [redacted] regarding the concerns he mentionsThis was emailed to him the day after he posted numerous comments on our Faceook page and sent several emails of the same nature to his community manager and meHe was answered as quickly as possible, considering the more pressing issues we were faced with due to the snow fall and extreme temperaturesBecause Mr [redacted] 's issues were solely based on his opinion of how Knox Hills handled an issue that was out of the control of Knox Hills (the heavy snow fall combined with record low temperatures), and not about issues with the home he rents at Knox Hills, his request to have one month of rent paid for him by Knox Hills is being deniedHowever, Knox Hills will offer Mr [redacted] an opportunity to break any lease he has for a home at Knox Hills without penalty, should he wish to move off-post to a new homeAdditionally, Knox Hills is not involved in the decision-making processes for DoD schools on Fort KnoxAny issues regarding the schools -- such as snow days or school bus transportation decisions -- must be answered by the school's superintendentGood morning Mr [redacted] , I apologize for the delay in getting back with youIt has been a crazy week as you can imagine and priorities were to get roads, school bus stops and school route sidewalks cleared prior to school going back in sessionWith that in mind, I was not able to supply you with information regarding Knox Hills’ snow removal plan yesterday as I had to wait to speak with our maintenance managerHowever please be advised that Knox Hills does indeed have a snow plan that has been approved by post and is coordinated via neighborhood maps, with roads coded as primary and secondary roadsKnox Hills is responsible for snow removal on roads, school bus stops and sidewalks that are utilized by students who walk to school and are located on our footprint on Fort KnoxAll primary roads are to be cleared firstIf possible, the entire road will be cleared and salted (if applicable)In the case of this snowfall, salt was used sparingly due to the cold temperatures and additional snow that was forecasted, which would have done little more than cause the roads to freeze over during the night, making the issue worseBecause most bus stops are included on primary roads, they are to be cleared of snow and salted as best as possible prior to school resumingSecondary roads are completed nextThe goal is to clear as much of the road as possible from snow and iceIf weather conditions are not favorable for this (as is with this last snow storm and temperatures), then a path large enough for an average sized car to drive on will be clearedLastly, sidewalks used for school routes are then cleared and saltedThis is completed last if school has been cancelled and/or delayed, as is the case with this snowstormOur crews were out clearing roads early Tuesday morning and were keeping up until the next snowfall came Tuesday eveningYesterday’s wind gusts also caused snow to blow back on many roads and caused high snow driftsThis issue has caused additional problems with keeping roads clear in our neighborhoods and throughout postI also would like to apologize for the information I placed on Facebook yesterday concerning the residents’ responsibilities in snow removalAfter careful review of our updated Resident Guide, I was made aware that the word “snow” was not included in the minor violations category that explains residents are responsible for maintaining their driveway and surrounding areas of their homeThe guide has been updated to spell out that this means removing snow from their driveways and sidewalks within hours of a snowstormAnd finally, I am the administrator of our Facebook page and I spoke in great length with our social media’s supervisor regarding the one comment that you found offensiveWe maintain that the comment did not violate the rules for our social media siteHowever, because this particular comment – as well as many other comments on the thread – could be taken as offensive to some, I have decided to delete the entire thread and repost with an apology regarding the initial comment made by me which started the entire issue

Although Knox Hills sympathizes with the situation Mr [redacted] is currently in, he has been informed on numerous occasions that the U.SArmy has taken over the investigation and all inquiries regarding the home must be sent to the Army representative assigned to the caseBecause Mr [redacted] is not the legal guardian of the dependents left by this tragic incident, our legal department has instructed Knox Hills’ management not to provide him a copy of the lease signed by the deceasedThe representative of the U.SArmy assigned to the case has been in contact with Mr [redacted] and has explained to him that he can gain access to the home and personal possessions without issue, as long as she is present when he does soAny and all information that Mr [redacted] is requesting from Knox Hills must be requested through the Army representativeKnox Hills is in receipt of the letter sent to Mr [redacted] by the Army representative, and due to the nature of the case, we must abide by the rules set forth by that representative

Good morning, Mr [redacted] called in a HVAC issue with his home several weeks ago to which we responded and repaired by replacing a master electronic board which was defectiveBecause we did not have parts in stock, our technician replaced the electronic board using one from the same model in a vacant homeThe technician and director of maintenance (DOM) performed a follcheck on the HVAC unit the week of October 23, to ensure both the heating and cooling systems of the unit were fully operational, which they wereMr [redacted] called the Knox Hills DOM on the morning of October and stated that he was not satisfied with a used replacement part being put into the HVAC unit of his rental home and demanded a new electronic board be installedThe DOM asked him if his HVAC system was not functioning properly and Mr [redacted] stated that it was working fineThe DOM then stated to Mr [redacted] that if the system is functioning properly, then there would be no reason to change out the fully operating master electronic board with a new oneMr [redacted] stated to the DOM that he felt the maintenance team performed a very adequate "temporary" solution in his opinion, but wants Knox Hills to reservice what is now a perfectly good operating system to change out the master electronic board with a new oneAs this is not the policy of Knox Hills, Mr [redacted] 's request was denied and the DOM explained to Mr [redacted] that the policy of salvaging usable parts from appliances is common practice and helps manage costs and performance in our rental homesThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Knox Hills did not propose any action to remedy this situation I still maintain that replacing defective parts with used parts is not the best long term solution and is poor customer service One of my children has Asthma and is required to be in a home with a properly working HVAC unitI want to minimize the impact to my family and the health risk to my child [redacted] Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I continue to request Knox Hills LLC formalize the response provided to the Revdex.com on Knox Hills LLC letterhead and furnish a copy to me so I may submit the document to the *** County Probate CourtI will request they revise my Certificate of Appointment to reaffirm to the Army and to Knox Hills LLC that I am the duly appointed legal representative of the estate and permitted to engage tenant landlord business transactions on behalf of the estate in accordance with the provision of the revised Uniform Residential Landlord Tenancy Act
Regards,
*** ***

Please note in Mr***'s initial complaint, he asked for a "Desired Outcome" in which the last sentence states: "I also ask for a reduction in rent for one month as our road was not maintained, sidewalks were not cleared, and the landlord avoids all questions of responsibility." Additionally, in the "Desired Settlement" field he asked for a "Billing Adjustment." Knox Hills did review his initial complaint very carefully, which did include a request for a reduction in rent although now Mr***'s new comment states he did not request any such reductionAs for his additional concerns, Knox Hills maintenance met with our RCI partner and Garrison command at Fort Knox frequently during the snow storm and in a meeting on February 20, Knox Hills was commended by the Fort Knox Garrison Commander for the snow removal undertaking we had achieved in our housing areasHe stated that our actions helped greatly to enable the post to open Fort Knox Schools on Wednesday when other schools off-post were closed for the entire week due to ongoing issues with snow removalIt is Knox Hills' responsibility to clean the sidewalk from the intersection of West Chaffee and Conroy to the first home on West Chaffee and we did initially miss this areaHowever the snow removal was completed immediately when it was brought to our attentionThe DPW is responsible for the rest of the sidewalk area heading toward the school and they also initially missed cleaning this areaThey too took care of this issue as soon as it was brought to their attentionKnox Hills houses more than 1,residents of which only a small percentage voiced their unhappiness about our snow removal process during this last stormMost of the negative comments we received from residents came after we requested they remove the snow from their driveways and sidewalksKnox Hills is also aware that the disbandment of the 3/IBCT has left more than vacant homes at Knox Hills, and we currently do not have the manpower or equipment needed to clear snow from all these homesThis is an issue that we are currently trying to find a solution toIn closing, Knox Hills management has taken the concerns of Mr*** and other residents who voiced concerns very seriously and will be meeting to talk about lessons learned during the storm, and also ensure a plan is in place to better communicate our snow removal plan, as well as our residents' responsibilities during a snow stormThanks to comments from residents such as Mr***, we realize that we need to be better prepared and better equipped to answer our residents' questions and concerns during inclement weather

Sir
Please see below a recap of the resolution to the matter that Mr*** has submitted to the Revdex.com., As you can see from his initial request to be moved to another home in a specific neighborhood that he wanted, we have been able to come up with a solution that the resident seems
very happy about
We have talked to the resident numerous times since last week and we are honoring his request to move to the *** *** neighborhood (which was where they requested). We were not specifically doing this due to a mold issue in their current home, we were offering the move so the residents would not be inconvenienced as we worked in their current home, which might include breaking up concrete flooring. That is the reason
We are also going to help offset the costs that the resident may incur doing the move themselves. Mr*** seems very pleased that we are doing both items and understands that the home he will be moving in to is not currently vacant, and that they have to wait until the current resident moves out and we get the home turned for new occupants. (The ***). Since they are getting the neighborhood that they requested, they are pleased with the outcome
Their manager, *** ***, has dealt with them on several occasions and has always had someone with her during those times. We pride ourselves on our superior customer service and *** is the epitome of that. She always carries herself in a professional manner and her main objective is taking care of our service members and their families. I believe the frustration that was felt by The *** when they initially were not going to get that neighborhood, upset them and at that time they took each venue they felt may achieve the desired objective. (i.eFile a complaint with the Revdex.com, Our internal ICE Comment system as well as our Resident Survey portal on our website)
As stated above, all parties are satisfied with the outcome. This was confirmed today via telephone with Mr***. They are signing for their new home on February 24, *** at 10:a.m
If you have any further questions please do not hesitate to contact me at *** ** *** *** *** *** ** ***
Very Respectfully,
*** ***
Director of Property Management
Knox Hills, L.L.C

Our records indicate that the check was created and mailed on July 8, and the resident cashed the check on July We have updated our move-out briefing to include the words "overpayment checks will be processed within business days" and include information that any holidays are not considered a business dayWe apologize for the confusion the previous wording has caused in this particular instanceAdditionally, we have four separate offices and the resident was calling into our main leasing office line to inquire about this situationThe calls had to be transferred to our staff accountant who is located in a different location on Fort KnoxWe have briefed our staff to now provide the direct phone number to incoming callers of our main number when they are asking for a department that is located in a different building

Although Knox Hills sympathizes with the situation Mr. [redacted] is currently in, he has been informed on numerous occasions that the U.S. Army has taken over the investigation and all inquiries regarding the home must be sent to the Army representative assigned to the case. Because Mr. [redacted] is not the...

legal guardian of the dependents left by this tragic incident, our legal department has instructed Knox Hills’ management not to provide him a copy of the lease signed by the deceased. The representative of the U.S. Army assigned to the case has been in contact with Mr. [redacted] and has explained to him that he can gain access to the home and personal possessions without issue, as long as she is present when he does so. Any and all information that Mr. [redacted] is requesting from Knox Hills must be requested through the Army representative. Knox Hills is in receipt of the letter sent to Mr. [redacted] by the Army representative, and due to the nature of the case, we must abide by the rules set forth by that representative.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At this time uprooting my family and having seven children change schools based on Knox Hills snow removal failure is not a viable option. My original request for resolution stands.
Also - Knox Hills shows a lack of concern for this matter as they didn't bother to read the complaint. I did not request as the unsigned response reads "to have one month of rent paid for him by Knox Hills."  I'd appreciate the respect of having the complaint read.
Fort Knox provided two days closed and a delay of work and snow on Wednesday to remove snow. Snow removal was absolutely not out of Knox Hills's control as several residents brought up via their facebook forum. USAG Ft Knox DPW cleared streets all over the installation and plowed the sidewalk nearly a mile on Chaffee and up Conroy to [redacted] School, and the sidewalk clearing ended right at the housing area, where VVES students live and must walk. The argument that it was outside of their power and they were overwhelmed simply isn't true - The rest of Fort Knox was cleared by DPW in the exact same conditions and location. USAG-Fort Knox did a commendable job. 
Knox Hills has snow removal responsibilities which have obviously been neglected in practice and in policy. Management had a responsibility to plan for residents and KH responsibilities in the event of snowfall, which is not an anomaly in winter in Kentucky.  There was no resident snow removal policy established although the author on facebook believed it was in the Resident Handbook. There is still no statement of who is responsible for common areas or what the standard for removal is.  An apology is ok, but doesn't provide Knox Hills residents with safe passage to [redacted] Elementary School. Although they continue to clear areas piecemeal as they are informed, they will not acknowledge their areas of responsibility or standards. I would like to not have to call about each individual road or sidewalk needing cleared. Sidewalks on Sycamore Way are not cleared a week after the storm. I again informed the Community manager this morning, 23 Feb, with a photo of a child walking to school on an uncleared sidewalk. It is not cleared as of 23 Feb at 2:33 p.m. and kids will be walking in the street in a few minutes to get from their bus stop to the house. 
As a Fort Knox partner, Knox Hills has a responsibility to let partners know when they can't maintain adequate show removal because of issues Knox Hills believes are out of its control. I have already brought this up to the Fort Knox Community Schools Superintendent and plan to revisit it. 
Regards,
[redacted]
 
 
&nb

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Knox Hills did not propose any action to remedy this situation.  I still maintain that replacing defective parts with used parts is not the best long term solution and is poor customer service.  One of my children has Asthma and is required to be in a home with a properly working HVAC unit. I want to minimize the impact to my family and the health risk to my child.  
[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
I spoke with [redacted] 3 times yesterday. Each time, she told me she was going to ask about our issue & she blindly transferred me to various voice mails. I absolutely refuse to speak to or deal with [redacted] as she repeatedly let us down & acted unprofessionally in our time at Knox HIlls.  
I've attached a photo of what was given to us when we cleared stating the check would be cut on the 5th. Paul, in our clearing brief, stated that checks would be mailed out "BY THE 5th." Cutting a check on the 8th is absolutely unacceptable. Holiday or not, they should have taken measures to make sure this was done in time by cutting them earlier. We are not the only ones waiting & depending on that money.   I will be sending detailed complaints to [redacted] Command as well. Knox HIlls already screwed us out of $350 during my husband's deployment because a previous employee failed to do their job correctly, and now it looks like they are trying to do it again.
Unacceptable!!
[redacted]

Mr. [redacted] signed a 12-month lease for a home at Knox Hills on May 9, at which time he was provided with a move-in tour of the home and a damage sheet to note any issues he found with the home. Mr. [redacted] returned the sheet with no major damage notated. On May 17, Knox Hills contacted Mr....

[redacted] by phone as is standard procedure to ensure all was well with him and his home. At that time he stated there were some leaves in the backyard that had some ants nesting in them. Mr. [redacted]'s community office representative contacted our maintenance department to have the leaves removed. On May 18, Mr. [redacted] contacted his community office and stated that the hot water in the home was "luke warm" and would not get hot. On May 19, a maintenance technician went to the home and determined that the hot water heater for the unit was turned down as is our policy to conserve energy while homes are vacant. The maintenance tech immediately turned the hot water heater up. On the same day, our grounds maintenance manager went to the home and removed the leaves and a few small branches that were located in the backyard of the home, per Mr. [redacted]'s request from the day before. When our community office tried to contact Mr. [redacted] to explain that these issues were resolved, Mr. [redacted] responded with an email stating that he was vacating the home. Knox Hills personnel tried to contact Mr. [redacted] by phone and email to discuss why Mr. [redacted] abruptly decided to vacate the home, however Mr. [redacted] would not respond back. On May 20, Mr. [redacted] walked into his community office and turned over the keys to the home. Although Mr. [redacted] signed a 12-month lease for the home, and also received a concession to move into the home, Knox Hills management has made the decision to release Mr. [redacted] from his contractual obligation with Knox Hills. Our management team feels that Mr. [redacted] did not provide us with an opportunity to discuss the minor issues he presented, which were quickly taken care of within 24 hours. If Mr. [redacted] had returned any of our calls and/or emails, we would have notified him in person of this decision.

We do apologize to our past customer for any confusion. Our process for refunding monies due a resident is to have the refund check processed within 5 business days of the date we receive the overpayment. In this case, we received payment on July 1, however the July 4 holiday delayed the processing...

of the check by one day. The check amount is $219.08, which is the refund amount due the customer minus monies customer owed on their utility bill. The check will be processed and mailed on July 8. Upon speaking with this customer's community center and our accounting team, we could find no one who has received any phone calls or messages from this customer about this check. We also reviewed our recorded messages and found nothing from this customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  For the record I gave Knox Hills LLC several opportunities to resolve the discrepancies from my initial inspection.  Maintenance did not arrive until May 20, 2016 to turn on the hot water.  The facts speak for themselves on the discrepancy sheet I filled out.  Insect infestation in both the front and back yard, tree branches and debris on the shed, no hot water, and verbal promises that were NOT completed by the staff.  The hot water heater was in Unit [redacted] for [redacted] and [redacted] units.  [redacted] unit was vacate but I could not get maintenance to go in there until the day after I gave my vacate notice.  Maintenance told me "try knocking on the door, and offer them a apple pie!  Maybe they will turn it up for you!".   They did NOT have a clue that it was vacate!  sad.  Glad to be away from Knox Hills.   Hopefully they will improve their performance for the residents.  Mr. [redacted]. [redacted]
Regards,
[redacted]

Please see below for the email that was sent from Knox Hills to Mr. [redacted] regarding the concerns he mentions. This was emailed to him the day after he posted numerous comments on our Faceook page and sent several emails of the same nature to his community manager and me. He was answered as quickly...

as possible, considering the more pressing issues we were faced with due to the snow fall and extreme temperatures. Because Mr. [redacted]'s issues were solely based on his opinion of how Knox Hills handled an issue that was out of the control of Knox Hills (the heavy snow fall combined with record low temperatures), and not about issues with the home he rents at Knox Hills, his request to have one month of rent paid for him by Knox Hills is being denied. However, Knox Hills will offer Mr. [redacted] an opportunity to break any lease he has for a home at Knox Hills without penalty, should he wish to move off-post to a new home. Additionally, Knox Hills is not involved in the decision-making processes for DoD schools on Fort Knox. Any issues regarding the schools -- such as snow days or school bus transportation decisions -- must be answered by the school's superintendent. Good morning Mr. [redacted], I apologize for the delay in getting back with you. It has been a crazy week as you can imagine and priorities were to get roads, school bus stops and school route sidewalks cleared prior to school going back in session. With that in mind, I was not able to supply you with information regarding Knox Hills’ snow removal plan yesterday as I had to wait to speak with our maintenance manager. However please be advised that Knox Hills does indeed have a snow plan that has been approved by post and is coordinated via neighborhood maps, with roads coded as primary and secondary roads. Knox Hills is responsible for snow removal on roads, school bus stops and sidewalks that are utilized by students who walk to school and are located on our footprint on Fort Knox. All primary roads are to be cleared first. If possible, the entire road will be cleared and salted (if applicable). In the case of this snowfall, salt was used sparingly due to the cold temperatures and additional snow that was forecasted, which would have done little more than cause the roads to freeze over during the night, making the issue worse. Because most bus stops are included on primary roads, they are to be cleared of snow and salted as best as possible prior to school resuming. Secondary roads are completed next. The goal is to clear as much of the road as possible from snow and ice. If weather conditions are not favorable for this (as is with this last snow storm and temperatures), then a path large enough for an average sized car to drive on will be cleared. Lastly, sidewalks used for school routes are then cleared and salted. This is completed last if school has been cancelled and/or delayed, as is the case with this snowstorm. Our crews were out clearing roads early Tuesday morning and were keeping up until the next snowfall came Tuesday evening. Yesterday’s wind gusts also caused snow to blow back on many roads and caused high snow drifts. This issue has caused additional problems with keeping roads clear in our neighborhoods and throughout post. I also would like to apologize for the information I placed on Facebook yesterday concerning the residents’ responsibilities in snow removal. After careful review of our updated Resident Guide, I was made aware that the word “snow” was not included in the minor violations category that explains residents are responsible for maintaining their driveway and surrounding areas of their home. The guide has been updated to spell out that this means removing snow from their driveways and sidewalks within 24 hours of a snowstorm. And finally, I am the administrator of our Facebook page and I spoke in great length with our social media’s supervisor regarding the one comment that you found offensive. We maintain that the comment did not violate the rules for our social media site. However, because this particular comment – as well as many other comments on the thread – could be taken as offensive to some, I have decided to delete the entire thread and repost with an apology regarding the initial comment made by me which started the entire issue.

Good morning, Mr. [redacted] called in a HVAC issue with his home several weeks ago to which we responded and repaired by replacing a master electronic board which was defective. Because we did not have parts in stock, our technician replaced the electronic board using one from the same model...

in a vacant home. The technician and director of maintenance (DOM) performed a follow-up check on the HVAC unit the week of October 23, to ensure both the heating and cooling systems of the unit were fully operational, which they were. Mr. [redacted] called the Knox Hills DOM on the morning of October 31 and stated that he was not satisfied with a used replacement part being put into the HVAC unit of his rental home and demanded a new electronic board be installed. The DOM asked him if his HVAC system was not functioning properly and Mr. [redacted] stated that it was working fine. The DOM then stated to Mr. [redacted] that if the system is functioning properly, then there would be no reason to change out the fully operating master electronic board with a new one. Mr. [redacted] stated to the DOM that he felt the maintenance team performed a very adequate "temporary" solution in his opinion, but wants Knox Hills to reservice what is now a perfectly good operating system to change out the master electronic board with a new one. As this is not the policy of Knox Hills, Mr. [redacted]'s request was denied and the DOM explained to Mr. [redacted] that the policy of salvaging usable parts from appliances is common practice and helps manage costs and performance in our rental homes. Thank you.