McCormack Baron Ragan Management Services

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. [redacted]:  1. Lease rent amount: discrepancy2. Scheduled move-in...

dates: not consistent 3. 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.

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

accordingly please.

Initial Business Response /* (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 $250 was processed through the community's payables and mailed. The check date for the refund is June 15, 2016 and the check number is #[redacted] The manager has left...

several follow-up messages with Mr. [redacted] with no response. Additionally, internal management procedures were reviewed with the on-site team to address processing issues and communication for future refunds. Finally, a follow-up call has been placed with Mr. [redacted] today by the Regional VP, [redacted].Please contact me if additional information is needed.

Ms [redacted] has our staff names incorrect.  She actually has been dealing with [redacted]; not [redacted].   It is true that when Hurricane Matthew blew into Dade County, businesses and schools closed for the afternoon.  Ms [redacted] became aware that her appointment to recertify her...

lease would need to be changed.  She did leave her contact information and [redacted] called her back and scheduled her appointment for November 4th.  Ms [redacted] did not show up for that appointment.  Ms [redacted] did tell [redacted] that she did not want her handling her recertification and wanted to speak with management.  [redacted] put her on hold and went to get the property manager to help Ms [redacted] but the manager had a resident in her office and could not take Ms [redacted] 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 [redacted] and meet with residents regularly to assist with any matter that escalates past a leasing specialists' ability.  Ms [redacted] 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 5:00 pm as it is a time consuming process and would mean the employee would still be in the office at 7:00 pm without supporting staff.  We made an exception for Ms [redacted] due to her work schedule yet she did not show up for that appointment.   Ms [redacted] 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 [redacted] will understand our attempt to help and leave satisfied today.

The Area Manager, [redacted], contacted Ms. [redacted] regarding the pending security deposit.   It was discovered that during the processing of Ms. [redacted] 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 deposit. The required information was gathered, and check processed accordantly.  If Ms. [redacted] has any additional questions, she can contact me, [redacted], Regional Director.

Complaint: [redacted]
I am rejecting this response because: The solution is not complete. I agreed to live at the same apartment and the business agreed to have the tenants above me moved.
Sincerely,
[redacted]

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 damaged. Pest control of the apartments are completed on a quarterly basis by an outside contractor and as needed in between by the...

maintenance team. Mr. [redacted] has not reported any pest issues to management since he moved into the apartment. The most recent visit to Mr. [redacted]' apartment was on Monday, June 19, 2017 which was prompted by a call that he made to the City due to a hole being in his apartment ceiling. A building inspector from St. Louis City came out to view the unit and did not find any damage to the ceiling nor any other part of the unit. The inspector stated that he would close out the call as there was no damage in the apartment just a need for housekeeping. Prior 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 blinds. The inspection by MHDC was conducted on January 11, 2017. The site staff will follow-up with additional pest control treatments by the outside contractor.

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

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:1. Staffing: Re-assignment of Site Manager and Maintenance Supervisor; 2. Unit...

Inspection: Completed inspections of all units, building, and grounds; 3. Additional Maintenance Support: Deployment of additional maintenance associates to process work orders; 4. Maintenance Schedule: Implemented weekly maintenance schedule, to include public housekeeping; 5. Communication: Developing community newsletter/flyer, to improve communications between management and residents (July 2016 - first release); 6. 3rd Party Vendor Service: Contracted services to provide deep cleaning of carpet and title areas; 7. Safety and Security: Evaluating safety and security efforts, to include partnership with private security and City Police Department; 8. Improve Access Control: Evaluating bids for entry gates; 9. Resident Involvement: Establish resident service assistant (solicit assistance from residents to support our efforts in housekeeping, security, and resident communication); 10. Resident Activity/Meeting: Planning resident meeting (June 2016); 11. 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 make every effort to comply with our policy of returning any and all security deposit money within 30 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 7 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.

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.

In response to the complaint of Ms. [redacted]' refund not being issued and the amount of the refund. Ms. [redacted] was only due a refund in the amount of $125.00. Due to an incorrect address being provided at move-out the security deposit refund was delayed. A payment was issued on 04/12/17 in the...

amount of $125.00. Due to the refund not being issued within the allotted 30-day timeframe Ms. [redacted] is due an additional refund in the amount of $125.00 which will be issued on 05/03/17. The check will be mailed out to Ms. [redacted] at the PO Box that she provided.

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.

Complaint: [redacted]
I am rejecting this response because:I am still having issues with this company. I am having problems with [redacted], the manager. She is not doing her job. I 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 me. I contacted [redacted]erie about this asking for a meeting to set up to talk with these neighbors. She had one without me. There 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 to. They are stealing electricity. We have brought this up to [redacted] and she knows about it, hasn’t done anything. My daughter’s name was supposed to be taken off my lease as well when I signed the new lease. That was in April. It is still on there as of this month. I am paying more money than I should because she isn’t here anymore. I would like [redacted] to do her job and deal with these issues.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:
None of the listed efforts have been done. The building still smells of urine, trash it still an issues, and now I have seen roaches throughout the building. I was told in October there would be some form of security, I have yet to see any upgrades to the security system. I understand it takes time to implement changes, but seeing that I have been complaining about the state of this building for 10 months, I believe that is enough time to see some changes. Therefore I will not be resigning my lease. I can't continue to live under these conditions in hopes that the management team follows through. 
Sincerely,
[redacted]

Management has reviewed the rejected response and have completed further investigation into Ms. [redacted]' concerns. Ms. [redacted] 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 concerns. Due to confidentiality we are not able to discuss with residents the actions that are being taken to address concerns that are brought to our attention. There 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 Dept. who conducts physical evictions. The eviction process can be time consuming as far as getting a physical eviction scheduled. In response to the removal of Ms. [redacted]' daughter from the household Ms. [redacted] was informed that Management needs documentation showing proof that her daughter no longer lives in the household. As of today June 14, 2016 this information has not been provided. When this information is provided to management Ms. [redacted]' daughter will be removed from the lease and the rent for the household will be adjusted accordingly.

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

When I got home today from work the maintenance guy was here in my home fixing what I complained about