Maui Group, LLC dba Hillcourt Apartments

RE:Complaint ID # [redacted] Dear [redacted] ***: I received your letter that a complaint was filed with your organization, which I will respond to. I manage the property listed in the complaint, and on August 7, 2015 at 6:24 pm I received the following text message: Hi Vince! We need to be getting... our packages as soon as they are delivered. You aren't in office for us to collect them and you don't deliver them at our door. When can we collect our packages and what can be done to ensure we get packages promptly? In normal inquiries from other residents, I get a message simply asking " Do I have a package in the office?" Yes, I am offended by this text as it is a demand on my time and is not my responsibility to deliver. While other rental properties may offer this service, I do not, but I will do it as a courtesy to my residents, who appreciate all the things I do beyond the scope of my duties to manage the property. I am not here to manage or be responsible for the personal property of my residents and it should not be imposed on me. If they suggest that I should be sitting in my office waiting for mail/parcels and make immediate delivery to apartments or call residents to pick up their packages, sorry but I have other properties to manage and other business to tend to. My residents always have a way to contact me, and it has never changed. If I am in my office, my lights are on and the door is open. If I am away from the office during business hours, there is always a sign on the door stating so and a way to contact me. If my office door and blinds are closed, please allow me the time of leisure or the time to recoup, as anyone would hope to expect at any job -but leave a message and I will contact them the next business day. If it's a maintenance emergency they are asked to call my assistant. I have been with this company for 12 years and in this business for 15 and have never had problems in this matter. They moved to the property on 7/1/15. I have no apologies and will stand by my letter. I can accept a request but absolutely not a demand. I have enclosed a review of appreciation which I recently found on line. ***SUPPORTING DOCUMENTS REDACTED BY BBB***

RE:Complaint ID #[redacted] Dear [redacted]: I received your letter that a complaint was filed with your organization, which I will respond to. I manage the property listed in the complaint, and on August 7, 2015 at 6:24 pm I received the following text message: Hi Vince! We need to be getting...

our packages as soon as they are delivered. You aren't in office for us to collect them and you don't deliver them at our door. When can we collect our packages and what can be done to ensure we get packages promptly? In normal inquiries from other residents, I get a message simply asking " Do I have a package in the office?" Yes, I am offended by this text as it is a demand on my time and is not my responsibility to deliver. While other rental properties may offer this service, I do not, but I will do it as a courtesy to my residents, who appreciate all the things I do beyond the scope of my duties to manage the property. I am not here to manage or be responsible for the personal property of my residents and it should not be imposed on me. If they suggest that I should be sitting in my office waiting for mail/parcels and make immediate delivery to apartments or call residents to pick up their packages, sorry but I have other properties to manage and other business to tend to. My residents always have a way to contact me, and it has never changed. If I am in my office, my lights are on and the door is open. If I am away from the office during business hours, there is always a sign on the door stating so and a way to contact me. If my office door and blinds are closed, please allow me the time of leisure or the time to recoup, as anyone would hope to expect at any job -but leave a message and I will contact them the next business day. If it's a maintenance emergency they are asked to call my assistant. I have been with this company for 12 years and in this business for 15 and have never had problems in this matter. They moved to the property on 7/1/15. I have no apologies and will stand by my letter. I can accept a request but absolutely not a demand. I have enclosed a review of appreciation which I recently found on line.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]Seattle WA 981258/14/15Dear Sir or Madam:RE: LANDLORD’S USE OF ABUSIVE LANGUAGE AND DISRESPECTFUL MANNERNo person can read the inquiry I made to my landlord and interpret it anything more than what it was – an inquiry to track items ordered online.  I never made any demands on my landlord.   Vincent, my landlord, was in need of venting out and my wife and I were the unlucky victims.  While I maturely maintain composure, Vincent was insulting and disrespectful throughout the text exchange.Even if my wife and I made demands on Vincent, Vincent should have acted professionally.  He should have addressed us courteously and taken time to correct our error.  Instead, he became boorish when we tried to approach him and iron out any wrinkles.  We were banking on the adage “with age, comes wisdom”, because Vincent is senior in age to my wife and I.  We were disappointed in this regard, too.  Our expectation is to set the bar high for us and for the manager in the course of our interactions.  However, after this episode, we cannot hold the same expectation for our manager.Sincerely,[redacted]