Morgan Management

[redacted] will be transferring to unit 48E in the next week so we can do the repairs in his apartment. We have offered this resident a credit of $651.00.

Unfortunately, this is a misunderstanding of apartment choice.  The prospect was shown two different apartments with two different price points. One on the first floor was listed as $1260.00.  The prospect explained to Lexi, our leasing consultant, that he has no interest in living on the...

first floor.  He then was shown another apartment on the second floor E-216 which was more accommodating for Mr. [redacted], and he applied for that apartment home.  This apartment was listed at $1390.00, which my leasing agent assures me she made clear to Mr. [redacted].  I apologized for any inconvenience or misunderstanding when I spoke to Mr. [redacted], and clarified the pricing of the apartment he applied for. We strive to provide the best customer service possible at all times and apologize for any confusion.  Sherronda [redacted] Property Manager

[redacted] lived at [redacted] Terrace, Rochester, NY 14620 until Nov 27, 2016. When our residents bring back their keys it is our procedure to request forwarding addresses. It is also listed in the packet they get upon move in that part of any move out procedures are to give us keys and...

forwarding addresses. [redacted] had serious damage to her carpet and to the wooden stairs (her dog chewed 8 corners off the stairs). The pets scratched the carpet along several walls which frayed the carpet and there were multiple urine stains on the carpet as well. She moved in 11.28.2015 and the carpet had just been installed 11.19.2015. I prorated the carpet cost.  We mailed out the inspection form and damage summary to her address here expecting that she would have forwarded her mail. Which we also do when residents don’t give us forwarding addresses.

We have received the complaint from Ms. [redacted] and appreciate her feedback.  First, allow us to apologize for any inconvenience this issue has caused you and your four-legged family.  It is always our intention to promptly respond to service issues in our townhomes.  Traditionally,...

when a service request is opened, it comes with an implied ‘permission to enter’.  However, every case is different and more care is due when pets are involved along with a resident’s request for an appointment and/or advance notice.  At Emerald Pointe we strive to provide beautiful townhomes and exemplary customer service to our residents and want everyone to feel most comfortable in their homes.  If that is no longer the case here, we agree to terminate your lease agreement with a 60-day written notice of intent and no ($0) early termination fees.   Thank you for time and we wish you the best of luck in your future home.

The issue was settled. It was a  mistake on the  part of the office. The complaint mentioned a deposit but since no deposits are taken, it cannot be refunded. Carpet charges have been removed.

After reviewing all service requests for this resident and emails between the resident and staff members, we have been found all were responded to in a timely manner.  Service requests were followed up on within a 24-hour timeline. Our PA state lease requires  a 60-day written notice and...

the payment of a $2500 early termination fee if they do not fulfill the entire term of their lease. Whether the resident is buying a home, has received a job transfer or is dissatisfied with the property or the apartment home they are required by the lease that they signed to pay the $2500 before they move out. The manager at [redacted] allowed this resident the courtesy of shortening the notice required to 30-days but the $2500 was discussed and agreed to by the resident when they gave their notice.  Several emails were sent to the resident to sign the final notice paperwork, but went unanswered.   The topic of not paying the early termination fee or the resident’s unhappiness at the property was not brought up until after she moved out and received the final bill for the apartment, which included the $2500 fee and a $50 for not paying it before she moved out.

We have attached the move out paperwork that was sent out by the previous property manager on Sept. 21, 2017 and post dated on the 22nd. It was unfortunately returned to sender as they were not able to deliver it to the address provided. The fees were sent to collections after payment was not...

received, as is our policy. The following charges were sent:  Final utilities: 24.72   Rent and monthly pet pro-rate for 9/01/17 (actual move out date): 25.34    no attempt to clean apartment: 150.00    trash and item removal charge: 175.00   Carpet replacement pro-rate: 466.00   Totaling: 841.06    Thank you,

My response is below:  I would first like to respond to the reference of a security deposit in the complaint-this property has never taken a security deposit. All up front charges are non-refundable admin fees, therefor there is no security deposit to return. Secondly in regards to the...

inspection-our move-out inspections are conducted by our maintenance supervisor. He is very well trained and accustomed to performing move out inspections. Upon his entering into the house he was immediately hit in the face with the smell of urine and dog in general. He asked the representative if a dog was present in the home to which he said yes there was. As is the case with all move out inspections, when the smell of urine is present we pulled back the carpets to essentially show the “proof” of the damage. The past resident also claims that she was charged for the whole home, she was only charged for the living room and the second bedroom which were the two rooms that were damaged. Our practices are consistent and fair, and no fraudulent charges have been added to the former resident’s account. Attached are the pictures from the move out inspection showing the urine that soaked through the carpet. Please let me know if any other comment is necessary. Very respectfully, Shawn T[redacted] | Property Manager NALP

hello, this was the Meadowbrook apartments in brockport ny. My address was [redacted]  I have reviewed the response made by the business in reference to complaint ID [redacted],...

and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,  [redacted]

The refund check of $25 was issued/sent out on 5/25/2017.   Dennis [redacted] | Senior Regional Property Manager

I’m sorry to hear that you have not been completely
satisfied with your six and half year residency at Perinton Manor.   Any issues that you may have experienced with your apartment
has nothing to do with your request to break your lease.  Your current renewal lease term began on
12/13/2014 and ends on 12/12/2015.   Your signed one page renewal leases dated 12/13/2009,
12/13/2010, 12/13/2011, 12/13/2012, 12/13/2013, and currently 12/13/2014 state
the following:  “The same terms and conditions set forth in
the Original Residential Lease Agreement shall apply
during the Renewal Term.”  Your signed Original Residential Lease Agreement, dated
12/13/2008, states the following:
                Part C, Number 3 Notice To Vacate:  “You
are not permitted, based on this section, to give us      notice that you will leave prior to the end date of this lease.”  
                Part
C, Number 7 Default:  “You
will be in default under this Lease if you do any of the following:   f.
You vacate, abandon, or desert the Premises, whether or not rent and additional
rent has been paid.”  Also,
in Part C, Number 7 Consequences of
Early Termination:  “If
the Lease is ended or you vacate the Apartment before the
end of your Lease term, rent and additional rent for the  remainder of the Lease term will
become immediately due and payable.  If
we re-rent the  Apartment to a new
resident before your Lease term has ended, any rent we receive will be   applied as credit to the money you owe
us.  Please check with your Community
office for any special provisions which
may allow you to terminate your Lease early. 
You will be responsible for a
turnover fee to reimburse the costs of making the Apartment ready for a new
resident at an earlier
date then we planned, including but not limited to, repainting, repairing,
advertising costs  and, in
addition, a re-rental fee pursuant to our policy at that time.”   mmediately after receiving your written notice on
5/15/2015, stating that you would be leaving at the end of August 2015, I
emailed you and [redacted] both, reminding you, that your current lease does not
expire until 12/12/2015.  I also provided
you with the Early Lease Termination options, so that you could decide which
option suits your situation best. 
Finally, I requested that once you had decided which avenue you would
like to pursue, to contact me directly so that we could begin any necessary
paperwork.  Morgan Management provides these early lease termination
options as a courtesy to our valued residents. 
As per the Fair Housing Act, we are required to treat everyone fair and
equally.  Any resident whom requests to
terminate their lease early, is provided with these options, no more, no less.  In your email to my supervisor, Dennis P[redacted], on 6/7/2015,
you made mention of a job loss.  Within
one day, on 6/8/2015, I also provided you with our No Fear Lease Terms and
Conditions so that you could determine whether or not maybe this termination
option suited your needs.  I did not
receive a response back.   Additionally, you did not have to sign a one year term
renewal lease.  Short term lease options
are offered at renewal and are specifically discussed in the renewal offer
letter.  After one year of residency, the
short term premiums are very reasonable, a month-to-month lease is offered at
$100 extra per month and a lease that is at least 3 months long, but less than
12 months long, is only $50 additional per month.  You had an opportunity to tailor your lease
end date to avoid having to consider an Early Lease Termination at all.  In regards to the issues you mentioned concerning your
apartment:  Smoke detector operation and battery replacement:      
Schedule A, Rules and Regulations, Number 33 of
your Original Residential Lease Agreement states: “Smoke detectors are an important safety device and resident should
test operation of it at least monthly. 
Resident is responsible for maintaining the operating smoke detector and
installing fresh batteries, if needed, from time to time, in the apartment.  If a smoke detector ceases to function,
Resident must notify Landlord immediately.” 
Resident initials are required for Number 33, both leaseholders
initialed.  In reviewing your service
request history, you have never placed a request concerning your smoke
detectors.  CO detector not being placed in your apartment.     “On
Thursday, February 19th, we will begin Phase One of this project by replacing
the boiler in you building.  The work
will begin at approximately 9:00 am and the crews will be working up until
approximately 6:00pm.  Residents may
experience interruptions in the heat, hot water, and cable during this time.”  At no point, during this project, did [redacted]
Heating and Cooling, the licensed contractor, allow the buildings temperature
to fall below the required Landlord Provided Heating Requirement.  Which is specifically: Heat must
be supplied from October 1 through May 31, to tenants in multiple dwellings if:
a) the outdoor temperature falls below 55 degrees Fahrenheit, between 6 A.M.
and 10 P.M., each apartment must be heated to a temperature of at least 68
degrees Fahrenheit; (b) the outdoor temperature falls below 40 degrees
Fahrenheit, between the hours of 10 P.M. and 6 A.M., each apartment must be
heated to a temperature of at least 55 degrees Fahrenheit.  Perinton Manor was not issued a citation from
any municipality, concerning this matter. 
Nor did we receive any service requests from you in regards to heat.  Asbestos Exposure and gutter damage:  
·        
Your Original Residential Lease Agreement states
in  Part A, Number 1 Utilities
and Amenities:    “We will provide and pay for the following in
the Apartment: (checked utilizes include) Gas, Cable, Trash”  Utilities left unchecked and are the
residents responsibility are: Water, Electricity, Sewer.  The Water and Sewer utilities are billed through
YES Energy Management and each resident receives their own bill.  
Past issues with the dryers:   Insulation in building hallway.  You chose to email me this service request on
Tuesday, May 12, 2015 at 9:15pm.  I am
not in the office 9:15pm.  The email was
retrieved the next day and the service request was responded to.  As you were informed via email on Monday
2/23/2015 in reply to your email from the Saturday prior 2/21/15 about a faucet
leak, “Please always contact the office directly
for any service related needs.  In case
service needs immediate attention, which is at our discretion, calling the
office number will allow the most appropriate response.  As an answering service will take the call,
when we cannot.  By emailing me, this
message sat unread, in my inbox all weekend, as I am not in the office on
weekends.”  You then told me that your leak was not an
urgent concern.  I replied with “Please understand that going forward, any and all service needs,
however minor they may seem, need to go through
the service request process, by routing them through the office phone
number.  This is           how we will assess what is urgent.  A leaky faucet may seem minor and may be
caused by a  boiler replacement,
it may not.  It could potentially, turn
into a major leak and cause a flood, which
is why we need to know about these things as soon as you become aware of them.”   You had
been informed of the proper way to place a service request to allow for
immediate  response, call it in.  In this case, you emailed the request,
despite being told the consequences   of
doing this, which is a delayed response. 
If you would have followed procedure, we would’ve  cleaned up the attic fiberglass
insulation, left behind from a utility company’s attic access.  You  chose
to do it yourself.   Old stove not working:

In response to the charges on the ledger: The  residents were charged $692.80 for pro-rated rent for up to  September 16th.  And $1299 for August rent.  Total : $1991.80.

When Mr.[redacted] moved in on 4/29/16 the only work orders we were made aware of were on 6/11/16 and they were completely resolved by 6/15/16. Pursuant to the complaint about the lease termination options; [redacted] signed a lease that is a legal binding contract between the property and the lease holder....

We have afforded him the early lease termination options which include being able to sublease the apartment, pay the remainder of the lease out or pay the early termination fee, since he does not qualify for either the senior or military termination options. Our company prides its self in the fact that we comply with fair housing practices and due to the fact that we do comply with fair housing, our leases are not written so that we make deals outside of what is in the written lease. [redacted] simply has the right to choose which of the 5 early lease termination options would best suite his needs. We also feel that he is very fortunate that our company affords residents these options.  We are also not sure how it is relevant whether or not we accept subsidies, but we do not. All of our residents meet the same qualification standards to live at our property.

We, as a company, are always trying to maintain a safe community. Part of the plan is to offer a smoke free option to those that prefer or need that. I have attached a copy of our lease addendum. Even though our intentions are there, sometimes people don’t always act as they should. We try to police...

all of our rules the best we can but cannot always make people do the right thing. There are certain rules that we need to legally follow in this process of supervising. This doesn’t always make us look to be actually proceeding. Believe us when we say, there is no one more interested in compliance than us. It sounds to me that conditions do not allow you to be patient with this process so we are prepared to let you out of your lease with a 30 day written notice to the property office. We appreciate your living on a Morgan Community for the time that you did and am sorry that we could not meet your needs.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  At this point it is clear the business is refusing to work with my situation. I am very appreciative of the break lease policy and understand the notice they expect, however due to my situation I was unable to give them 60 days notice. I also just spoke to the DM for Morgan Managment, who basically told me he would work with my situation, and would get back to me shortly. That clearly was not the case. As far as the work orders, whomever walked with me throughout the apartment after handing me the keys made me aware of some issues that were to be taken care of and there was already a work order in place. I didn't realize it was my responsibility to remind them of the subpar repairs that were done prior to me moving in. Those repairs incl. carpet installation not done properly downstairs in the apartment, the Sheetrock never repaired around the ceiling fan in the bathroom, and the dishwasher leaking water. I am very disappointed in the service I recieved including the current situation I am in. Again I was willing to pay the $2000 break lease fee and also the pro rated month of July, but clearly that amount of money doesn't suffice. I would honestly suggest no one moves into any of the Morgan Properties, because clearly your concerns mean nothing.   Regards, 
[redacted]