McCormack Baron Ragan Management Services

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

I am attaching hereto a copy of the Security Deposit Refund Check that was issued on September 21, 2017. I may have inadvertently answered the original complaint using the wrong file information, for which I apologize. This refund has been issued.

I am attaching hereto a copy of the Security Deposit Refund Check that was issued on September 21, 2017. I may have inadvertently answered the original complaint using the wrong file information, for which I apologize. This refund has been issued

Ms *** has our staff names incorrect. She actually has been dealing with ***; not *** ***. It is true that when Hurricane Matthew blew into Dade County, businesses and schools closed for the afternoon. Ms *** became aware that her appointment to recertify her
lease would need to be changed. She did leave her contact information and *** called her back and scheduled her appointment for November 4th. Ms *** did not show up for that appointment. Ms *** did tell *** that she did not want her handling her recertification and wanted to speak with management. *** put her on hold and went to get the property manager to help Ms *** but the manager had a resident in her office and could not take Ms *** call. No one was trying to keep her from speaking with the manager. Residents are turned over to the manager any time they make that request or if the staff member cannot satisfy the resident. The Area Manager and Regional Director also office from Northpark at *** *** and meet with residents regularly to assist with any matter that escalates past a leasing specialists' ability. Ms *** did continue to call back and hang up on two staff members; accusing them of denying her access to the manager. Additionally, we do not typically schedule a recertification for 5:pm as it is a time consuming process and would mean the employee would still be in the office at 7:pm without supporting staff. We made an exception for Ms *** due to her work schedule yet she did not show up for that appointment. Ms *** has an appointment today, November 11th to come in to the office and complete her recertification. At that time, we will apologize for her perception of anyone on our staff having a 'less than helpful' attitude. We are very eager to help all of our residents get through the recertification process and this typically goes very smoothly without incident or complaint. I trust that Ms *** will understand our attempt to help and leave satisfied today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as I have now received the Move-Out refund check
Sincerely,
*** ***

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 ***

Initial Business Response /* (1000, 5, 2015/12/10) */
Contact Name and Title: *** ***, Area Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@mccormackbaron.com
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

During Mr***' residency at *** *** *** 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*** has not reported any pest issues to management since he moved into the apartmentThe most recent visit to Mr***' 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***' 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

To Whom It May Concern, In regards to Revdex.com Compliant #*** (Mr*** ***), here is our response. I reviewed the items that Mr*** 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***'s Security Deposit Refund. Accounting has cut Mr***'s Security Deposit Refund and we are in the process of overnighting the Security Deposit Refund to Mr***. I personally called Mr*** and explained the situation to him and apologized for any inconvenience this may have caused him. I gave Mr*** my personal contact number and told him to please feel free to contact me if any other issues arise. Also, I told Mr*** 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.*** *** - Regional Director (McCormack Baron Management)***@mccormackbaron.com

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 Manager. We wish you much luck in your newly purchased home and appreciate
the time you did spend at the community

In response to Ms*** rejection: We met with Ms*** (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*** a copy of the completed work order. Per the items within and communicated with Ms***, we consider the matter closed

The Area Manager, *** ***, contacted Ms*** regarding the pending security deposit. It was discovered that during the processing of Ms*** security deposit, the forwarding address did not match our records; therefore the processing failed.
Our Accounting Departments verifies both the check amount and the mailing address, because the forwarding address failed verification, we had to void and reprocess the security depositThe required information was gathered, and check processed accordantly. If Ms*** has any additional questions, she can contact me, *** ***, Regional Director

In response to the complaint of Ms*** ***' refund not being issued and the amount of the refundMs*** was only due a refund in the amount of $Due to an incorrect address being provided at move-out the security deposit refund was delayedA payment was issued on 04/12/in the
amount of $Due to the refund not being issued within the allotted 30-day timeframe Ms*** is due an additional refund in the amount of $which will be issued on 05/03/The check will be mailed out to Ms*** at the PO Box that she provided

Complaint: ***
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, *** *They have been here for over four months then they weren’t supposed toThey are stealing electricityWe have brought this up to *** 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 *** to do her job and deal with these issues
Sincerely,
*** ***

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

Initial Business Response /* (1000, 5, 2015/11/09) */
Contact Name and Title: *** *** Area Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mccormackbaron.com
The resident contacted our office to report that she believed that she had bed bugsThe 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 unitIn 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 preparationIt 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 weekPer the service agreement this resident will undergo frequent follow ups to ensure this issue is resolved

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 *** ***

Prior to this claim our staff had no record of open work orders. After receiving this notification the staff contacted Ms*** 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***'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*** upon completion. Carpet cleanings before this time are the responsibility of the resident.In the future if Ms*** would like to have a record of her work order request, she should email all request to ***@mccormackbaron.com. We appreciate Ms*** for choosing to live at *** *** and look forward to severing her in the future.

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

Complaint: ***
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,
*** ***