McCormack Baron Ragan Management Services

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] Area Manage Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mccormackbaron.com Parsons Place has experienced a change of staff in the last year Therefore, there was a missing payment that required some research Ms [redacted] contacted management to inform us about the incorrect refund amount That prompted the manager to research her concern However, the dates and time were not recorded anywhere As of, today all monies have been refunded It is Parsons Place's practice to offer the best customer service and address any and all concerns

To Whom it may concern:Before the original notification from Revdex.com to McCormack Baron Management on June 20th, Mr [redacted] 's refund of $was processed through the community's payables and mailedThe check date for the refund is June 15, and the check number is # [redacted] The manager has left several follmessages with Mr [redacted] with no responseAdditionally, internal management procedures were reviewed with the on-site team to address processing issues and communication for future refundsFinally, a follcall has been placed with Mr [redacted] today by the Regional VP, [redacted] .Please contact me if additional information is needed

Complaint: [redacted] I am rejecting this response because:I am still having issues with this companyI am having problems with ***, the managerShe is not doing her jobI have had multiple neighbors that have been banging on my door and threatening to kick my (expletive removed)They tried to have a confrontation with meI contacted ***erie about this asking for a meeting to set up to talk with these neighborsShe had one without meThere are also people here that were evicted that are still living here, [redacted] *They have been here for over four months then they weren’t supposed toThey are stealing electricityWe have brought this up to [redacted] and she knows about it, hasn’t done anythingMy daughter’s name was supposed to be taken off my lease as well when I signed the new leaseThat was in AprilIt is still on there as of this monthI am paying more money than I should because she isn’t here anymoreI would like [redacted] to do her job and deal with these issues Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Contact Name and Title: [redacted] Area Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mccormackbaron.com The resident contacted our office to report that she believed that she had bed bugs The Management Team asked how she obtained them and she stated that she was unsure but was sure that she had them It was relayed to the resident that the exterminator (outside vendor) would come out to assess her unit In which they confirmed there were bed bugs and scheduled the unit to be heat treated During that time the Property Manager went on vacation, however made sure the supporting staff in the office were aware of the exterminators and were informed the steps to take to assist the resident in preparation It was also explained to the resident that we do not perform this service in house and are at the mercy of the vendors' availability The resident's unit was exterminated on Wednesday of last week Per the service agreement this resident will undergo frequent follow ups to ensure this issue is resolved

While Management at Northpark takes every complaint seriously and strives to give excellent customer service, we? do not find anything in the complaint to defend or explain.? There is no direct complaint in regards to Ms [redacted] ’s lease agreement or her unit.? Maintenance had never experienced a time when they were without supplies to complete work orders.? Without specifics, we are unable to respond to a general remark concerning “other residents.”? If Ms [redacted] would like? to provide a particular incident about her residence, we? would be more than happy to address it

In response to Ms [redacted] complaint, the site team at Preservation Square followed collection procedures for non-payment of rent.? After interviewing Ms***, the site manager provided additional resources and referrals regarding rental assistance.? ? Ms [redacted] elected to take the Grace [redacted] course, which would pay rent after completing the assigned courses and submitting required documentation.? During Ms [redacted] course? period, her rent remained unpaid, and the balance continued to increase.? It is acknowledged that rental assistance was further delayed as a result of Ms [redacted] not providing necessary documents during her initial intake into the Grace [redacted] program.? It is our understanding that Ms [redacted] voluntarily? vacant her unit to avoid additional rent charges and late fees.? The responsibility of rent payment was and remains Ms***.? In addition, Ms [redacted] was responsible for ensuring rent payment assistance was processed by Grace ***.?

Prior to receiving complaint (# [redacted] ), McCormack Baron Management developed/implemented several improvement strategies for the Brewery.? Please find a sample of our operational and maintenance? plan:Staffing: Re-assignment of Site Manager and Maintenance Supervisor; Unit Inspection: Completed inspections of all units, building, and grounds; Additional Maintenance Support: Deployment of additional maintenance associates to process work orders; Maintenance Schedule: Implemented weekly maintenance schedule, to include public housekeeping; Communication: Developing community newsletter/flyer, to improve communications between management and residents (July - first release); 3rd Party Vendor Service: Contracted services to provide deep cleaning of carpet and title areas; Safety and Security: Evaluating? safety and security efforts, to include partnership with private security and City Police Department; Improve? Access Control: Evaluating bids for entry gates; Resident Involvement: Establish resident service assistant (solicit assistance from residents to support our efforts in housekeeping, security,? and resident communication); Resident Activity/Meeting: Planning? resident meeting (June 2016); Leadership Supportive Services: Administrative support from? area manager? (the area managers is assigned weekly "on-site" tasks); And finally, regular unit inspections or servicing work orders timely will improve the overall maintenance.? Plus, our new managers and maintenance supervisor understands? as well as accept the responsibility of? building stronger relationships with residents

To Whom It May Concern,? In regards to Revdex.com Compliant # [redacted] (Mr [redacted] ), here is our response.? I reviewed the items that Mr [redacted] brought to the attention of the Revdex.com in regards to his Security Deposit Refund.? It appears that there was an entry error made in our software system that made it appear that everything was complete and? delayed the cutting of Mr [redacted] 's Security Deposit Refund.? ? Accounting has cut Mr [redacted] 's Security Deposit Refund and we are in the process of overnighting the Security Deposit Refund to Mr [redacted] .? ? I personally called Mr [redacted] and explained the situation to him and apologized for any inconvenience this may have caused him.? ? I gave Mr [redacted] my personal contact number and told him to please feel free to contact me if any other issues arise.? Also, I told Mr [redacted] that I would give him a call in a week or so to make sure that he had received his Security Deposit Refund.If you have any other questions, please feel free to contact me.Thank you[redacted] - Regional Director (McCormack Baron Management) [redacted] @mccormackbaron.com? ?

Prior to receiving complaint (# [redacted] ), McCormack Baron Management developed/implemented several improvement strategies for the Brewery Please find a sample of our operational and maintenance plan:Staffing: Re-assignment of Site Manager and Maintenance Supervisor; Unit Inspection: Completed inspections of all units, building, and grounds; Additional Maintenance Support: Deployment of additional maintenance associates to process work orders; Maintenance Schedule: Implemented weekly maintenance schedule, to include public housekeeping; Communication: Developing community newsletter/flyer, to improve communications between management and residents (July - first release); 3rd Party Vendor Service: Contracted services to provide deep cleaning of carpet and title areas; Safety and Security: Evaluating safety and security efforts, to include partnership with private security and City Police Department; Improve Access Control: Evaluating bids for entry gates; Resident Involvement: Establish resident service assistant (solicit assistance from residents to support our efforts in housekeeping, security, and resident communication); Resident Activity/Meeting: Planning resident meeting (June 2016); Leadership Supportive Services: Administrative support from area manager (the area managers is assigned weekly "on-site" tasks); And finally, regular unit inspections or servicing work orders timely will improve the overall maintenance Plus, our new managers and maintenance supervisor understands as well as accept the responsibility of building stronger relationships with residents

We are in receipt of the complaint # [redacted] , [redacted] *** Our Regional Director, [redacted] is scheduled to meet with Ms [redacted] on Tuesday, February 6th The following are identified complaints presented by Ms***: Lease rent amount: discrepancyScheduled move-in dates: not consistent Service delivery of the leasing office: not satisfied Management is prepared to discuss the above concerns, but will make allowance for any other complaint or allegation

We are in receipt of the complaint # [redacted] , [redacted] ***.? Our Regional Director, [redacted] is scheduled to meet with Ms [redacted] on Tuesday, February 6th.? The following are identified complaints presented by Ms***:? Lease rent amount: discrepancyScheduled mo dates: not consistent Service delivery of the leasing office: not satisfied? Management is prepared to discuss the above concerns, but will make allowance for any other complaint or allegation.?

In response to Ms [redacted] rejection: ? We met with Ms [redacted] (Tuesday, February 6, 2018), and subsequently, presented a fair resolution to her concerns.? Our settlement included: rent concession and? requested? a list of any additional or outstanding? work orders.? On Monday, February 13, 2018, we received a counter settlement from Ms***.? Management has agreed to the counter settlement.? Additionally, Management will address all reported? work order items, and provide Ms [redacted] a copy of the completed work order.? Per the items within and communicated with Ms***, we consider the matter closed

We make every effort to comply with our policy of returning any and all security deposit money within days of move out The first check was returned to us unopened Following the time it took to research the check and verify the address, It has been mailed for a second time I have no reason to think that Ms [redacted] will not be receiving this refund within a matter of days; depending on the mail service Please make us aware if Ms [redacted] has not received this within the next days Unfortunately we were without permanent staffing at the community from which Ms [redacted] moved which may have held up this processing Thank you for your understanding

During Mr [redacted] ' residency at [redacted] he has only reported one issue in his apartment which was to have a set of mini blinds replaced due to being damagedPest control of the apartments are completed on a quarterly basis by an outside contractor and as needed in between by the maintenance teamMr [redacted] has not reported any pest issues to management since he moved into the apartmentThe most recent visit to Mr [redacted] ' apartment was on Monday, June 19, which was prompted by a call that he made to the City due to a hole being in his apartment ceilingA building inspector from StLouis City came out to view the unit and did not find any damage to the ceiling nor any other part of the unitThe inspector stated that he would close out the call as there was no damage in the apartment just a need for housekeepingPrior to the City inspector's visit Mr [redacted] ' unit was randomly selected for inspection during the properties state audit which was conducted by the Missouri Housing Development Commission (MHDC) and the only finding was to replace a set of blindsThe inspection by MHDC was conducted on January 11, The site staff will follwith additional pest control treatments by the outside contractor

Complaint: [redacted] I am rejecting this response because: None of the listed efforts have been doneThe building still smells of urine, trash it still an issues, and now I have seen roaches throughout the buildingI was told in October there would be some form of security, I have yet to see any upgrades to the security systemI understand it takes time to implement changes, but seeing that I have been complaining about the state of this building for months, I believe that is enough time to see some changesTherefore I will not be resigning my leaseI can't continue to live under these conditions in hopes that the management team follows through Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Contact Name and Title: [redacted] Area Manage Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mccormackbaron.com Parsons Place has experienced a change of staff in the last yearTherefore, there was a missing payment that required some researchMs [redacted] contacted management to inform us about the incorrect refund amountThat prompted the manager to research her concernHowever, the dates and time were not recorded anywhereAs of, today all monies have been refundedIt is Parsons Place's practice to offer the best customer service and address any and all concerns

Prior to this claim our staff had no record of open work orders. After receiving this notification the staff contacted Ms. [redacted] to request entry; however were unsuccessful. Due to no response after leaving a voicemail a letter was placed on the resident's door to alert of work order... completion on 10/21. Attached is the completed work order and a video showing the toilet and handle are operational. In addition all batteries in the smoke detectors were replaced. Lastly per our community rules Ms. [redacted] 's carpet will be cleaned upon her 5th lease signing which has not yet occurred. The staff is in the process of completing the necessary documents for lease signing and will contact Ms. [redacted] upon completion. Carpet cleanings before this time are the responsibility of the resident.In the future if Ms. [redacted] would like to have a record of her work order request, she should email all request to [redacted] @mccormackbaron.com. We appreciate Ms. [redacted] for choosing to live at [redacted] *** and look forward to severing her in the future.

Complaint: [redacted] I am rejecting this response because:1) My annual recertification paperwork was, in fact, complete according to the [redacted] staff in September when I submitted the statement they requested regarding my son's incomeThey asked me for a statement, I submitted one to them, asked them if that was all they needed, they told me YES and then I did not hear from them again until the day notice to vacate in February (months before I was due to recertify again).? 2) I can understand that perhaps the day notice was sent in error due to a miscommunication within [redacted] however there are a couple of continuing issues:? - I was sent the day notice on April and I sent a certified letter of complaint directly to [redacted] shortly afterI then received a receipt from the post office showing that it was signed for at [redacted] on April and soon after I received a letter back from [redacted] with a postmark on the envelope of April This letter was not only backdated to April (the same day the eviction notice was dated), but it also listed my address as [redacted] (which is the forwarding address that I never gave themThe only way they could have gotten that address is from the return address that I wrote on the certified letter I mailed to them, which they received on the 19th and therefore shows the obvious nature of how they are trying to mislead others into believing that they have not been in the wrong)-? This letter, backdated to April 4, stated that I would receive a refund of $within days of the date of the letter (April 4)I have two issues with this, only one of which I actually expect to be rectified: Issue 1: [redacted] is clearly trying to cover up their suspicious treatment of my family and Issue 2: it is now a full month after the date on the letter and I have still not received any refund from them? I will agree that this situation is resolved when I have received my refund of $ Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I made sure to leave a voicemail with the lady over everyone at the locationMy apartment is cleanedThe guy they sent (frank) was too busy trying to talk to my cousin and get her number, that's why all the work orders were NOT completedMy son was in his room cleaning it when they came inHe said he was coming back the next day and never came backDue to a tablet coming up missing I requested that they call before they go to my apartmentThe flooring was not fixed, water is STILL leaking under the sink when I use the garbage disposalI have been in and out of the front office putting in the work orders againThe AC issue hasn't been fixedThey put me on the list yesterday and the filter hasn't been changedWhen I signed my lease I put the SAME work orders in againWhen my dryer is on or my neighbors dryer is on the apartments get hotThe old manager was suppose in the process of sending a vendor out to fix the issueI told all of this to the rude and very disrespectful new manager and her response was "It want get done because her team didn't confirm it"...Everything the inspector failed the unit has to be completed point blank periodThe manager said they would be inspecting last Friday BUT yet they didn't show up nor did the section inspector and that's my issue with this companyThey always say they're coming in but don't showI can't keep canceling appointments and not taking care of the things I have to doThe big boss STILL hasn't called me backIf I need to contact my phone company to get my records I will do so.? Sincerely, [redacted]