McCormack Baron Ragan Management Services

01/30/2018 Mediator left vm with consumer.02/02/2018 Mediator left vm and sent email to consumer asking to contact

Final Consumer Response / [redacted] (2000, 9, 2016/01/13) */ I opened a Revdex.com complaint in December 2015, I believe the 24thYour organization provided me with a complaint number via email, unfortunately I cannot locate that emailThe company has resolved my complaint and I would like to cancel or close it accordingly please

Thank you for your e mail.The lease you signed requires adequate notice from you and regrettably, you did not meet this lease requirement.Please review your lease and if questions remain please contact the Property ManagerWe wish you much luck in your newly purchased home and appreciate the time you did spend at the community

In response to the complaint of holding a security depositResearch of Ms***'s account was needed in order to complete a refund to her once this process was completed we determined that a refund was due and continued with the refund processThis process was completed and a refund check in
the amount of $was issued to Ms*** on 05/17/and mailed to the P.OBox that she provided to our staffWe will confirm with Ms*** that she has received the refund check

Upon our research, *** *** had not notified the office of her a/c complaint. There was no work order. There was however, a work order in place due to a housing inspection. We went in to take care of the corrections and were unable to complete the work due to the untidy
condition regarding housekeeping. Additionally Ms*** kept insisting that our maintenance team return at a time that was more convenient for her. She made several appointments and did not meet these appointments, prohibiting us from completing her repairs in a timely manner. The air conditioning has been repaired. The light out in the exterior breezeway was replaced as soon as the shipment of lights arrived. All items have been corrected. Today, Ms*** executed her recertification for a new month lease term. Please call on us if we can provide anything further information. Tell us why here

Ms*** stated that she had not received the refund. We immediately relayed that information to our accounting department and found the refund had been returned to our offices as undeliverable.*** *** *** ***, Area Manager in our Phoenix office reached out to Ms*** via phone and email to confirm the proper mailing address.The refund is being shipped 5/6/FedEx overnight to that confirmed address. We have asked Ms*** to contact us when received.As per her response, she will consider the matter concluded when the deposit is received

I spoke with the leasing manager today, April 13, I am moving out May 1stThe reason is because of several complaints about my next door neighbor making noise as well as the mice issue that is not being addressed

In response to Ms*** *** 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*** elected to take
the Grace *** course, which would pay rent after completing the assigned courses and submitting required documentation. During Ms*** 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*** not providing necessary documents during her initial intake into the Grace *** program. It is our understanding that Ms*** voluntarily vacant her unit to avoid additional rent charges and late fees. The responsibility of rent payment was and remains Ms***. In addition, Ms*** was responsible for ensuring rent payment assistance was processed by Grace ***.

April 19,
2016 Re: Complaint-*** *** *** To Whom It May Concern: In response to the complaint from Ms*** ***, we submit the following: Ms***’s annual income recertification, due October 1, 2015, was incomplete. A 30-day notice of breach was served February 24, to vacate no later than March 31, for the failure to complete the recertification process (see attached).Ms*** vacated the unit on March 31, 2016. She was present during a walk though of her apartment with *** ***, Assistant Manager, of *** ***. *** noted that there were two repairs needed for vinyl. She received all keys and Ms*** signed a hand-written document that she understood the charges to be assessed against her security deposit (see attached).*** processed a refund for the difference of Ms***’s $security deposit, minus the charges for the vinyl repairs of $120.00, for a net refund of $(see attached).The 10-day notice was sent in error by the Recertification Specialist, who was unaware that Ms*** had vacated her home in accordance with the February 24, 2016, 30-day noticeNo negative history has been or will be reported to any agency or credit bureau regarding Ms***We respectfully submit that the matter is concludedSincerely, *** *** *** *** *** ***
*** *** *** President, *** ***, Vice President, McCormack Baron Management, *** *** file

We are aware of the complaint, and have honored the lease termination of said complainant. As the Management Agent, we have take proactive measure to address the concerns: Established janitorial scheduled, which is posted in the leasing office; Scheduled resident meetings to
discuss building operations; Will establish building captains to assist with building monitoring and reporting; Request residents to take care and responsibility for their actions and the actions of guest; andImprove resident communications outlets The complainant misrepresented her statement regarding the camera's on and around the property. We do not have dummy cameras; all the cameras at the property are live remote cameras; and work as intended. The safety of residents is important. Lastly, the refund requested by the complainant we not remitted for the following reasons: The complainant still had possession of the unit. The complainant did not surrender the unit or building keys are required in the lease or state lawUpon inspection, the unit was not properly cleanedThe complainant did not provide advise the leasing office of the date of unit surrender nor communicated a forwarding address. We remain accessible and ready to honor the move-out request of the complainant, however, we require full cooperation to meet our requirements for vacating a unit

Management has reviewed the rejected response and have completed further investigation into Ms***' concernsMs*** did make a complaint to the Leasing Office in regards to her neighbors and the Site Manager met with each household individually to address the concernsDue to confidentiality we are not able to discuss with residents the actions that are being taken to address concerns that are brought to our attentionThere is currently a resident under eviction however the physical eviction has not taken place at this time due to scheduling issues on part of the Sheriff Deptwho conducts physical evictionsThe eviction process can be time consuming as far as getting a physical eviction scheduledIn response to the removal of Ms***' daughter from the household Ms*** was informed that Management needs documentation showing proof that her daughter no longer lives in the householdAs of today June 14, this information has not been providedWhen this information is provided to management Ms***' daughter will be removed from the lease and the rent for the household will be adjusted accordingly

Contact Name and Title: *** ***, Area Mgr
Contact Phone: ***
Contact Email: [email protected]
Ms*** is correct in stating that her lease starts in April of each yearIt is common practice that the lease renewal process starts days in advance of the lease expiringThis process would mean that Ms*** would receive a letter from Management in December stating that it is time to start the lease renewal processIf the requested documentation is not provided and all adult members of the household are not present during the first appointment another appointment will be scheduledDuring Ms***' first appointment for the lease renewal only Ms*** came into the office, her daughter had to come in at another time which meant that another appointment had to be scheduled
To address Ms***' comment about lost paperwork: a file audit was completed and it was determined that there was a form missing from Ms***' fileA letter was sent out to Ms***' household to have them come into the office to sign the missing formNo paperwork was lost it was skipped at the time her lease renewal was completed earlier in the year
Since it is now December a new lease renewal letter has been issued to Ms*** to start the lease renewal process for her lease that will be effective 04/01/Ms***' lease effective date will not change from April of each year

To Whom it may concern:Before the original notification from Revdex.com to McCormack Baron Management on June 20th, Mr***'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 #*** The manager has left
several follmessages with Mr*** 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*** today by the Regional VP, *** ***.Please contact me if additional information is needed.

I spoke with the leasing manager today, April 13, I am moving out May 1stThe reason is because of several complaints about my next door neighbor making noise as well as the mice issue that is not being addressed

I spoke to the resident and she will continue to live at the same apartment

Management was informed on January 13, that Ms*** ***,
resident at *** *** in the Preservation Square Apartment community, was experiencing an issue with mice. The Maintenance technician went throughout the unit to patch holes & placed glue traps strategically in the apartment. *** Extermination Services inspected the unit the very next day, January 14, 2016 to confirm there was an issue with mice. Professional treatment began by *** on January 15, 2016 - interior bait boxes were installed inside her apartment and exterior bait boxes were installed around the building. Service continued for three consecutive treatments to ensure the problem was resolved. I have spoken with Ms*** on several occasions; most recently, today and each time she confirmed that she no longer has an issue with mice. She stated she contacted the Revdex.com to update her complaint that she was satisfied with the services renderedSubmitted by: *** *** Site Manager Preservation Square Apartments *** ** *** *** StLouis, MO *** ***

Our management team noticed, during a routine quarterly inspection, that the dish washer was not draining to meet our standards. We created the work order and made this repair along with all other repairs. Additionally, we have a hand written statement from this resident that all work orders were completed and there are no needed repairs in her apartment home. We can provide photos along with copies of closed out work orders if necessary. Again, our focus is to always complete work orders quickly in order to preserve the asset and to provide excellent customer service to all of our residents

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*** will not be receiving this refund within a matter of days; depending on the mail service. Please make us aware if Ms*** has not received this within the next days. Unfortunately we were without permanent staffing at the community from which Ms*** moved which may have held up this processing. Thank you for your understanding

Prior to receiving complaint (#***), 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

Final Consumer Response /* (2000, 9, 2016/01/13) */
I opened a Revdex.com complaint in December 2015, I believe the 24thYour organization provided me with a complaint number via email, unfortunately I cannot locate that emailThe company has resolved my complaint and I would like to cancel or close it
accordingly please