Magnum Appliance, Inc.

November 10, 2015Revdex.com:*** ** ***
*** *** *** ** *** *** *** **To Whom it may concern:I am in receipt of a complaint regarding the complaint case # ***, dated November 3, I am the current Property Manager of the property
located at *** ** *** *** *** ** I have researched the issue and found that the there have been several calls in to our maintenance department, from Mr*** and his roommate Ms***, regarding the AC issue. Per our Management Agreement with the Owner, Ms*** ***, we handle her maintenance issues unless they are over $250, in which case she needs to physically approve those repairs The tenants moved into the property on July 1, and at that time the HVAC system was working well, I even tested it out myself by stopping by the property and turning it down to degrees before I went home one evening and when I came in the next morning, I stopped by and checked it, it was very cool and temperature read degrees. The system is over years old but it was working well when the tenants moved in On Aug 12, we first received the maintenance call for no AC, our contractor went out on the same day and noticed that the freon was low so he recharged the system and quoted an estimate of $to replace compressor and another part (This was sent to the owner) On Aug 25, we got another call from the tenants regarding NO AC. We sent our contractor who went out on the same day and noticed that the system had a bad capacitor and was low on freon again so he replaced the capacitor and filled the system and he was not sure how long the freon would last with the leak in the compressor. At this time the owner authorized us to supply the tenants with a window unit but when I called them they said that they had borrowed one from their friend but it just needed to be installed. We sent a contractor out there to install their window unit for themOn Sept 22, we received another call stating that the AC was not working AGAIN so we explained to the tenants that the owner has requested multiple estimates to replace the unit due to the cost and that the estimates are taking time to receive The tenants then stated that the one AC unit is not sufficient so I told them that if they wanted to pur*** another one then we would be happy to reimburse them up to $once they brought us a receipt (keep in mind that their property is only about sqft.) The tenant brought us the receipt on Oct 12, and we sent them a check on Oct 16, for the amount of $for the cost of the window unit. At this point we even allowed them to break their lease, without penalty, due to the inconvenience of not having central air and they declined. They said that they love the property but they just want working central air.During that time we had gotten estimates (those two contractors stated that they would NOT repair the unit because it was too old and it needed to be replaced) the owner stated that she was sending her own contractors for estimates as well We explained to the owner that the tenant is paying full price for her rent and even though they do have window AC, it is not exactly what they rented the property for The owner authorized us to give the tenants $off of November rent due to their inconvenience. I sent the tenants an email stating that that we were deducting $off of their November rent.On Oct 19, the tenants called and stated that the heat was not working so we sent our contractor out the same day and they stated that the same bad part (compressor) was not allowing the heat to work either. I explained to the owner that if it got really cold then we would have to allow the tenants to get a hotel for the night and she approved hotel up to $per night The tenants declined to stay at a hotel because the AUXILIARY heat was working fine but they were concerned with their electric bill from using the AUX heat. I told them to provide me with a previous month’s electric bill and the current month’s bill using the AUX heat and that we would pay the difference. They agreed to that.On Oct 19, the owner wanted another one of her contractors to provide an estimate so we let them into the unit and they gave her an estimate to replace the unit also because they would not “repair” such an old unitThey provided us with a quote on Oct 22, which we provided to the owner.On Nov 3, 2015, Tenant emailed us for an update (keep in mind that they are using the Aux heat with the knowledge that we will pay for the difference in their elect bill due to using the aux heat.) I sent the Owner a stern email stating that this needs to get resolved asap On Nov 4, 2015, the Owner sent an email stating that she went ahead and hired *** Inc to replace the HVAC unit and she sent them a check*** stated that they will not start the work until the check has cleared. We will call them today, Tues Nov 10, to verify they received the checkWe have notified the tenants of the latest update as well.SUMMARY:The AC was working well when the tenants moved in, however, it stopped working almost months later and was repairedWhen the system failed againe, we installed the tenant’s window unit and when they felt that it was not cooling sufficiently we allowed them to pur*** a second unit to which we reimbursed them $146.37. Please understand that the tenants DID have AC the entire time, it just wasn’t “central air”. Also we have deducted $off of November rent for their inconvenience. When the temp dropped and we found out that the same part that was broken for the AC also worked the heat, we offered to allow the tenants to stay in a hotel up to $per night (they declined because their aux heat worked). We offered to pay the difference in elect bill due to using the auxheat, they agreed. We have also offered to allow them to break their lease without penalty which they declined because they love the apartment. Unfortunately some expenses are too much for an owner to take on all at once and our hands are tied when it comes to forcing them to make the repairs so we have to accommodate the tenant the best way we can until the owner is able to make the necessary repairs. Although I do feel badly that the tenants were inconvenienced, I feel that we have accommodated the their needs every step of the wayI have enclosed several pieces of documentation to verify my side of the story If you have any further questions or concerns, please feel free to contact me. -- Sincerely,*** ***
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[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

This is a response to the complaint case# ***I am the
current Property Manager of the property located at *** *** *** ***I have
researched the issue and found that the there has been several calls in our
maintenance department, from ** ***, regarding micePer our
management
agreement with the owner, ** *** ***, our maintenance department is to call all
of the work orders in to his contractors and they take care of the issuesOur maintenance
department has notified the owner and his contractor each time via phone calls
and emails (*** ***)The Owner’s Pest control company, ***, has gone out
multiple times to set traps and close exterior holes with steel wool.As the new Property manager, I have taken the steps to
resolve this issue in that, on Friday 8-28-at 9:00am, I am meeting will all
of the tenants that reside at *** *** *** (not just *) the owner’s
contractor (*** ***), the head of my maintenance department (Revdex.com Revdex.comB) and
the Regional Manager of *** (*** ***) to figure this out and resolve
the issueWe will all meet at *** *** *** and go into each unit to fill any
holes where potential rodents may be entering as well as setting traps and bait
in the crawl space and sealing all exterior holes with steel wool.As a Property Manager and representative for Pollard & Bagby,
I can assure you that we do NOT want any of our tenants living this way and we
will be firm in getting this issue resolved

Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
I have been contacted by people that have sent me pictures of what they too, have been dealing with in their apartments owned by MrDaniel MrDaniel seems to have a lot of problems in most of his buildings, not just mineInside of the apartments are worse than the common areasI have sent pictures of a toilet falling into the floor, a bathtub they told the tenants they were going to fix/clean and didn't,The roof leaking on a story building and this is the 1st floor I have been sent a lot more picturesIf they think I have gone above and beyond the amount of complaining, let them live there or put one of their children in these disgusting apartmentsRegards,
*** ***

Mr*** is an Owner whose properties we LeaseThe Tenants moving in make their monies payable to him and are made aware that he is the Owner and we handle the Leasing and take the Maintenance/Service calls only. When a Maintenance call is received we dispatch it to Mr***
Maintenance crewAs the Owner, he can choose who to call to provide the service and how it is handledo nee the leak was discovered, the wall was cut out, the leak repaired, and the mold was treatedIt was not however treated tile way Ms*** felt it should have beenMs*** told us she had the mold tested in the apartmentHowever, we never received any written documentation as to the resultsThe paint was never brought to our attention, however, due to the building being built prior co 1978, her Daughter was given with the Lead Based paint Pamphlet provided to us by the Government as well as a disclosure stating there Is the possibility of Lead base paintWe had no knowledge of any lead based paint then, as of today, still do notIf Ms*** had a lead base paint test done and it came back positive, we invite her to send those results to us and we will make Mr*** aware of the findings. Ms*** and her Daughter made us very aware at their intent nor to renew the lease so we sent a Letter of Termination to her Daughter with the move out checklist as we do anyone that tells us they are leaving. Thank you very much for your time

Mr. Daniel has hired contractors to remediate the lead based paint found around the hallway doors of this building. He is working very closely with an Environmental Specialist, the City, and State in this matter. Ms. [redacted] has gone past the realm of "normal behavior" in her vendetta against Mr. Daniel.We are not sure there is a point that Ms. [redacted] would ever be "satisfied" with anything that will be done.We have nothing to say about what she has written in her "complaint."

I am in receipt of your letter referencing the above matter.
Mr. [redacted] has lived in the property since September 2, 2014.
During that time he changed roommates and a new lease was drawn up. At the move
out of his last roommate, an inspection was done and damage to the property...

was
found. The former roommate was charged at move out in order for the new
roommate to put up a new deposit and not have previous damage charges they
would be held responsible for. Mr. Daniel, the [redacted] and person
holding the deposit for Mr. [redacted] at no time claimed that the repair
work was done at that time. It will be done at at the end of Mr. [redacted]
current lease expiring August 31 , 2016. Mr. Daniel has had [redacted] at the
property numerous times. After the last visit the Technician notified Pollard
and Bagby that Mr. [redacted] apartment had trash and food left out
throughout the unit. We sent Mr. [redacted] a letter to clean his
apartment. One of our representatives did a re-inspect and his apartment was
found to be in much better condition. The Plumbing bill was for unclogging the
kitchen sink and replacing the "P" trap. The invoice has other items
on it as well, none of which state the kitchen sink was replaced. The Tenants
were only charged $ 165.00 for the clogged sink, not any of the other items.
Please see the [redacted] letter to Mr. [redacted] from May 2016 regarding his
move out as well as a copy of the invoice. Please let me know if I can be of
any further assistance in this manner.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11624380, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I have actual documentation showing that they drafted more than what was stated previous email. I have lived on that premise for 3 years. after my first year they conducted a whole kitchen renovation and left a gaping hole under my sink. My first year roommate is a witness to this. This sink clogging problem occurred during my full stay at multiple times during my stay at the premise. There is no modern drain disposal fixture that was ever installed within the unit even post kitchen renovation of August 2014. The person who unclogged the kitchen sink was a man by the name of Mike who works directly under Mr. Daniel. not Juan. Juan was non existent and for that matter he was the one that conducted the painting operations and the renovations of the kitchen remodeling and the bathroom, not the unclogging. The invoiced I am requesting are the invoiced for August 2014 Kitchen and bathroom renovations. and Invoices for the repair and repainting of the walls that were drafted subsequent from my 2nd contractual roommates first security deposit draft. After several complaints to Bob Reed, he personally came into the unit and verified the grey markings around the hole to be the rat access hole. He repaired the hole himself and my 3rd year roommate is witness. In addition to the trash issue. My apartment was never filled with trash. Ma'am with all due respect, spontaneous generous has well long been disproved for over 300 years. Please do not be swayed by such ludicrous statements. I have all of my emails documented with my conversations with this company in addition I have attached the picture of the hole left under the sink, the hole chewed by the rats from the unit above, a video of the rats parading around the premise(in which no trash is observed). We never had our unit inspected for cleanliness and for that matter I would like to request the actual inspection request, with the date and time of the inspection, in addition to my consent of such an inspection because that never happened. In addition we had the unit inspected by the EPA and it was confirmed by Mr. Mark Samolis, SSA that Mr. Daniel has violated the lead based paint hazard code and disclosure law of repair and repainting. I have email documentation of this all as well. Please let me know if there is anything else that you need. Last time I checked, within the Virginia tenant and lessor code, it states that it is the responsibility of the owner and the property manager to ensure that the unit is safe and habitable for the tenant. The AC unit has been kept abridged by duct tape, My front door (the main access to my unit) was almost on the brink of total deterioration. If said inspection were conducted how can allegations of my leaving trash in my house. (which from my understanding I thought normal people leave in their homes until they are ready to take out.),is the cause for all of this.? If trash was their allegations I would like to receive photography of said trash within my unit. My biggest concern out of all of this is theft. In the previous letter from Nora she stated that there was no stated time Mr. Daniel was going to conduct such repairs but how can a charge occur for a service that was never completed. further more I believe this kind of practice was going to happen to my 3rd roommate for the same charges that were charged to my former roommate because said work was never done subsequent to contractual agreement. Again please let me know what else that you will need. ]
Regards,
Nicholas [redacted]

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Responding to the dishonest responses from Nora M[redacted] the Residential Property Manager from Pollard and Bagby, let me state....1. Whether Pollard and Bagby or [redacted] is the owner, we signed a lease with Pollard and Bagby / [redacted], expecting to rent an apartment that would provide us with a safe living environment. Over the past 2 years, the staff at Pollard and Bagby and [redacted], have both proven to be incompetent, unconcerned and arrogant with their lack of responsibility, not only us, but to many others. These complaints have been documented for quite some time.2. If Pollard and Bagby claim they "take the maintenance /service calls only", while "the Owner receives the monies payable to him" then why is the building in such a state of disrepair? It is obvious that money is not being spent to properly maintain the building.  Besides our many problems with Pollard and Bagby and [redacted], it is clearly documented all over the Internet, many stories of their lack of concern, lack of caring, and how they are forcing people to live in a building that has... mold, rotten wooden, peeling lead-based paint, pipes leaking, mice, roaches, ceilings and roof leaks, just to mention a few. It's seems they are notorious for "covering up" problems until they reoccur, unfortunately found by an unsuspecting new tenant. It seems no matter when you call the office to complain about a problem, they use the excuse, "their hands are tied and they can only do what "the landlord [redacted]" allows them to do. No repairs are ever done quickly. Some of the repairs are required to be done by a R.R.P.  certified repairman, and we doubt that "Bob", (their maintenance man), is certified with the proper credentials. This is obvious from all of the poor repairs and constant "cover ups" they make, instead of properly repairing the damages.3. They state, "When maintenance is called, we dispatch Mr. [redacted] maintenance crew. As the Owner, he can choose who to call to provide service and how it is handled." They claim, "once the leak was discovered, the wall was cut out, the leak repaired, and the mold was treated. It was not however treated the way Ms. [redacted] felt it should have been." This is very disturbing to us because Pollard and Bagby claim ignorance of any problems with pipes leaking or mold. Not only has the pipe been leaking for quite a long time, the floor slopes and the mold has been growing behind the wall for years. This is not the first time we have had issues with the bathroom. The first time that the apartment above hers leaked, it caused raw sewage and urine to leak through the ceiling. They drilled holes in the ceiling to "let it dry out". The ceiling, walls and floor were contaminated and should have been removed and replaced. All they did was paint over it, once again, hiding the damage. (Unfortunately, the next tenant will have no idea what filth and waste is hiding behind the walls.)My daughter noticed mold coming through the walls, even with constant cleaning it would not stop it from oozing through the paint, in the bathroom. Pollard and Bagby were called about this problem and took over a month to come out to even start any work on it. From the pictures, I don't think any written documentation is needed, the mold is obvious. POLLARD AND BAGBY REFUSED TO HAVE A COMPANY DO IT CORRECTLY. There is a proper procedure to contain the mold and they told us they were not going to have it done by anyone professional. (After we called 6 companies specializing with these problems, we were told, repeatedly.... It's should have been sealed off, a machine called an air scrubber placed in the room and all of the contaminated materials...mold/wet/rotted wood should be removed and replaced. This was not done, and once again, they "covered up" the problems. Kathleen (who works at Pollard and Bagby), told us they did not need to contain the mold, that she knew the way to fix it and what they did was just fine! Obviously, she is as incompetent as the rest of the staff about mold.First, the apartment above hers leaked sewage into her bathroom from above...their "solution" was to drill holes in the ceiling to "let it dry out." The contaminated materials should have been removed.This is what the ceiling continued to do from all of the water damage...Once again, they concealed the damage with a new coat of paint. The next tenant has no clue what's lurking behind the paint....The floor was even contaminated with the leak....Later on, we found this...mold. It seems the pipe has been leaking behind wall for quite some time. The floor in the apartment slopes down and is soft. We believe the foundation has rotted from the water damage. This is the mold that oozed through the wall...Another view of the wall...They claim this is the "proper way" to remediate the mold. They refused to completely contain the mold and opened up the black mold.They exposed all of the mold....and only sealed this much off because we complained! This is not the proper way to conceal mold...They replaced the wall....but not the trim?And then painted over the mold! Notice how rough and lumpy the paint is?Once again, covering up damages.4. "The paint was never brought to their attention" they claimed!! Oh my God, are they all blind??? Do they not have eyes??? Is their "maintenance crew" 100% incompetent? Or do they just have blinders on??? They claim they "know nothing" about the lead-based paint peeling all over the entire building? Don't they do any inspections of their own buildings, themselves?? Is it the tenants responsibility to inform them of peeling paint?  Don't they see it? WE SHOULD NOT HAVE TO INFORM THEM!! They think by giving occupants a "brochure" saying there is a "possibility" of lead-based paint in the building, that they are not liable for anything. By statements on their own lease, they are deceiving every single person renting from them. They claim, "Lessor has no knowledge of lead-based paint and/or lead based paint hazards in the housing."I know they have been in the building recently because they have begun to show my daughters apartment to rent it out again. They are suggesting that they did not see any of this paint??? They want me to inform them? So they can "make Mr. [redacted] aware of the findings?" They are trying to claim they are unaware of any problems with the paint!!!It is very alarming that there is a young child living on the 1st floor, who appears to be around 5 to 6 years old. With the lead based paint and the fact that the paint is peeling, they should be required to properly contain it and repair all of the peeling paint throughout the building. We demand they revise the lease and admit there is lead-based paint and stop deceiving people, immediately!! They also need to let everyone know who is living in this apartment, that there IS lead-based paint, throughout the entire building.Peeling paint in hallway by the entrance, near the front door of the building ...how do they not see this?Paint peeling over doorway of Apartment #1... They can't see this either?Apartment #1 doorway....this peeling paint should be easy to see...Tested a piece of the peeling paint ourselves with a lead test kit.....paint chip tested positive for lead...Peeling paint on the doorway of apartment #2....where the young boy lives...Do they not see this paint peeling, themselves???Another view of apartment #2... Maybe they didn't see this peeling?Hallway has paint peeling too.... Surely they noticed this??Paint all over the floor and exposed to everyone in building....they had to notice this?5. Recently, for the 3rd time, the door handle to the front door to apartment #4,    fell off, again. There was no way to get out of the apartment through the front door and we almost had to call the Fire Department to get out. This has to be a violation of fire codes and safety regulations besides it is very dangerous!6. They claimed, "Ms. [redacted] and her Daughter made us very aware of their intent not to renew the lease so we sent a letter of termination to her daughter with the move out checklist as we do anyone who tells us they are leaving." We find this to be yet another lie. My daughter received a letter, certified and called me upset. We never said anything about not renewing the lease. But we did receive a letter claiming "the owner wants possession of the property".  They have just re-listed the apartment online again, for an increase of $75.00 more, a month. We believe they have evicted her because we have complained about the horrible living conditions. Nora seems to think once we move out, that this will all just go away.The apartment just resisted for rent. No one will know what hazardous mold is lurking behind the walls....They will give people this paperwork, denying any knowledge of lead-based paint....7. We will be moving out on August 31, 2016. We are formally requesting to be present for the final inspection. It seems that Pollard and Bagby and [redacted] are getting away with abusing the returning of security deposits, constantly. We are concerned that they will try to do that to us, also. We have always contacted them immediately for any maintenance needs but fear they will try to abuse us too. They also seem to abuse the 45 days the landlord has to return the Security DepositsThere seems to be some serious problems going on for at least 7 years now. Someone needs to help! Both, Pollard and Bagby and [redacted] seem to think they are above the law. There is a lot of documentation on all of these issues for way too long and Pollard and Bagby and [redacted] have not maintained, an acceptable level of responsibility for the maintenance, of this property, [redacted] They have gotten away with forcing people to live in unhealthy and unacceptable conditions and it seems no one person is able to force them to correct these conditions! We ask that both Pollard and Bagby and [redacted] are inspected and required to repair the building to an acceptable level of habitation. There are many problems including, roof leaking, ceilings leaking, rotted wood, mold, mice, roaches, peeling lead-based paint and the foundation of the building needs some serious repairs.  I would also recommend that they check other Pollard and Bagby and [redacted]s properties.Sincerely[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Dear Ms . [redacted], Ms . [redacted] received two letters asking her to sign her new lease paperwork, it was not done. We will then send out a termination letter in order to make sure we have plenty of time to release the property for the Owner and it seems to put a little more urgency in...

our Tenants to return the necessary paperwork in a timely fashion. All Ms . [redacted] needed to do was call us and let us know she was sending the paperwork to her co-signor and we would have been fine with that. However, she did not. Ms . [redacted]'s lease is scheduled to end July 31, 2016. I contacted Ms . [redacted] via email and she told me that she did have a copy of her lease but that she read it incorrectly. She was very apologetic for that. When a Tenant calls in a work order, such as the mold she refers to in her complaint, that IS giving us permission to enter the unit. When Mike goes to a property he knocks and if there is no answer he will enter. If the Tenant specifies they want to be home, then an appointment is set with them . Ms . [redacted] met with me in my office Wednesday, May 4, 2016 and stated she acted hastily and has asked to extend her lease 2 more months which we gladly did. I feel she is happy with what has been done and feels safe in her home. Please feel free to contact me should you have any questions or need any further information. Regards , Nora K. M[redacted]Residential Property Manager