New Life Multi-Family Management, LLC

We do apologize that you are still having unpleasant experiencesWe are doing the best on our end to maintain a peaceful environment for all residentsWe provide courtesy patrol to minimize crime in our community In the event, you notice any suspicious activity on the property please report it to the officeAny leads of that nature could potentially assist us to have more effective resultsIn the meantime, still call MPD and file your complaintsAs far as your late rent payment; I appreciate you giving us notice of your late payment , but rent is due by the 5th and evictions are filed on the 12th Unfortunately, failure to make a full rent payment within required timeframe is grounds to file eviction for non-payment of rent

Mr [redacted] , We have reviewed your account, and I am showing that maintenance was out to your home on May 25, 2016, the same day that the roof leak was reportedWe also found that there are currently two open requestsOne is for your air conditioner, and another for your cabinetShould you have any additional concerns please report them to the office so they may be addressedRegards, Melissa E***Community Director

Dear Ms [redacted] I have received your complaint and would like to take a moment to respond to your issuesFirst, I want to address the switching of units prior to move inI do see the original basic unit you were scheduled to move into for the $ price was unfortunately unavailable due to a unknown pest control issue when the previous resident moved outDue to Eden of Whitehall not wanting to move you into a unit that had evidence of pest issues we switched you to another unit that we were hopeful you would be happy in and want to call home Yes, this new unit did have a few additional upgrades, but this was made aware to you and also on the welcome sheet that was signed it does state "unit with premium upgrades such as granite, new carpet, or platinum package are subject to an upgrade fee." At that time it was made known that you were not happy with this unit as the appearance from what was seen on the outside before work began was not to your satisfaction, however we were not even given a chancw to work on the turn of this unit before it was rejectedAt that point the remaining unit was made available to you which was a Premium Package unit which in fact does cost $more due to the many upgrades that are put into the unitAt that point the decision of which unit to take was left solely up to youYou chose the Premium Package unitAt that time a legal and binding lease contract for the current address was signed and agreed upon by all parties involved including all "fees" that you are claiming that you were not made aware to you during the application process and also listed in the Lease documentsUnder section IIIRent of the lease agreement this explains the additional "fees" in which are being references such as the $technology fee which is a small fee that allows you access to your very own resident portal that allows you to pay rent online, view your ledger and rental statement with no additional fees, also the $trash fee which is for the curb side trash pickup service that is provided by [redacted] ***Regarding the water billing this can all be referenced under section IXUtility of the lease agreement and also does explain that a copy of the water bill is able to be obtained from the rental officeI have attached a copy of the Lease agreement which was signed and agreed upon by all parties for further referenceIf you would like further clarification on any of the information please feel free to contact the officeThank you

My issues are still present from the time I moved in until nowNew Life Properties is responsible for ensuring the property I moved into was up to safety and code standards, it was notI had no idea I was moving into a pest infested unit that would be without an operable refrigerator for about weeksI have pay full rent for the months that I have been waiting for my issues to be resolved, now they will not be resolved by this company but I need to be reimbursed some of the funds I paid to them already for the insufficient living arrangements made by the issues with the unit

Below is our response to the complaint Ms [redacted] , We have previously discussed and visited the pest control concern in your homeUpon the office completing an inspection in your home we found there to be no roach activity just as the pest control company didWe discussed having the building treated, and we did the following week on 9/6/We are working diligently with pest control to rectify the pestThe air conditioner has been found to be operating as it should when maintenance has been out to address it Thanks, Melissa E***Community Director

There was no walk thru done with me nor did I take picturesThank you

the apartment is still infected with bugsAlthough we are on the list for pest control weeklyAs of now, the bugs are still bad and conditions are unlivableI'm very pleased with the air being fixed but this was after paperwork was sent documenting my moms illnessI'm afraid without this documentation nothing would've been done

Dear Ms***, Eden at Watersedge strives to provide fair customer service and a comfortable living environmentAs we discussed, leaks of any magnitude are taken very seriously and are to be repaired expeditiouslyAlthough, your apartment has had a number of leaks due to various reasoning, all necessary repairs were made in a timely mannerUnfortunately, at this time, I am unable to grant your request to use your rent payment to relocate, as all repairs have been made within a reasonable timePlease contact the office if you have any further questions and we apologize for the misunderstanding

TMs***, You had several conversations with the office between the incident and the day you vacated the apartmentDuring these discussions management outlined what would take place, and why you received a dayThe day was due to criminal activity that took place on property prior to the incident that you mention in your complaint as well as for having an unauthorized occupant in the homePer the lease agreement, all concessions must be paid if the lease agreement is not fulfilledI know you are currently in contact with the office in regards to questions on your final account statementPlease continue to communicate with the office in regards to any questions that you may have

After giving the situation and circumstances more thought after our conversation, as the Community Director I did not see a reason to involve the Regional Director as her response would have been the same that I shared with you during our callI inadvertently failed to inform you of that decision for which I do apologize for the inconvenienceDuring our phone call, you mentioned the conversation you had with Lynn and later with MaryIn Lynn’s initial correspondence with you, she informed you correctly that you would need to submit keys, parking permits, pool band and rent payment at that time to avoid being charged back all concessions receivedThis is because you were terminating your lease earlyShe called you after receiving all of those items because the postdated check was not sufficientPayment was due in full at the time you turned over possession of your townhomeA current date was required on the check, cashable immediatelyWhen you called back and discussed this Mary and asked to postdate it, despite what Lynn’s message to you was, she unfortunately informed you incorrectlyLynn later contacted you again to request a new check which at the time you mentioned the funds would not be available until October 1stWhen you shared all of this with me, I apologized for any miscommunication or misunderstanding and also mentioned that I would use this as an opportunity to coach, further instruct and refresh Mary regarding the policies that pertain to non acceptance of post dated checksDuring my conversation with you, I referred you to a few different places within your lease and addendums to remind you of the stipulations when a lease is terminated early and also a section that indicates oral agreements are not sufficientPlease see the attached addendum and lease document that specifies “No representations oral or written, not contained herein or attached hereto, shall bind either party, except any attached addendaThe Landlord or the Landlord’s agents (including management personnel and other employees or agents) do not have the authority to waive, amend or terminate the Lease or any part of it and do not have the authority to make promises, representations or agreements which impose duties of security or other obligation on the Landlord’s agents unless done in writingPlease also note the attached Rental Concession Addendum that states when and why concessions received are charged back to the residentTermination of lease early, without payment in full is failure to comply with all terms and conditions of the lease and therefore the reason you were charged backPlease also refer to the Final Account Statement that was mailed to you that shows you were not charged rent for October since the apartment was re-occupiedWe do not collect double rentIn regards to the pest control issue you mentioned at move out, we were not previously made aware of a pest control issue by you or we would have scheduled our contracted pest control company to provide serviceThat issue has been addressed since you made us awareYour check dated October 1st is still being held in our office because I could not cash a postdated check and at that time you mentioned disputing the chargesAt this time, there are no adjustments that will be madeIf you would like to make payment arrangements with our office, you can do so in writing via regular mail and/or email according to our payment policyPlease contact us directly if that is what you are choosing to do

Mrs***, Maintenance responded promptly to address the leak issueAfter inspection of the issue and an attempt to make the repair we hired a professional roofing company to perform the workThe company has been out several times and claimed to have repaired the issueAs we understand this has been an inconvenience to you and your family due to the time taken to remedy the problem and the issue still persists We have already relocated you to another home, and if you have any other issues please call the office so we can address them as neededThank you,

Based on Ms***'s response, we have not and did not receive any additional information indicating that the service requests listed in her original complaint were still an issueTherefore we have no new information to report regarding those concerns As for Ms***'s appointment scheduled for tomorrow, June 21st, 2016, we will proceed with the drywall repairs only in the hallway area We appreciate Ms [redacted] bringing these matters to our attention so we could ensure they were addressed promptly

Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***

This stuation is created by the Avalon Place Office Staff and it is not related t [redacted] scheduling or related to the bedbug treatmentThis is simply about them lying to my face and puting me through a difficult timeI gave them a chance to settle this with me, but if they are not willing to, I would like to take the next steps that are required

I do apologize for the situation and can understand your frustrationI want to address the first concern that you have stated “My air conditioning unit went out on 6/and it was over degreesI called emergency maintenance and was advised that per my lease it states if it's not medically necessary they can't come out after hours only during business hoursThey said I needed to have a medical certificate on fileMy son has complicated asthma mid you and I was never informed of this nor did I find this in the lease agreementMonday my child's provider faxed over a med cert during business hours and I requested the issues fixedAgain I was told it not an emergency and this was during business hours.” I want to let you know that after review of the service history I do see where the work order for the A/C was called in to the emergency maintenance line on 06/26/at 1:49PM and per the recorded message it states that due to a high call volume we are unable to complete the request for A/C’s after hours unless it is medically necessaryAt that time the maintenance technician that was on call did verify that at the time when the order was called in for the A/C there was no medical documentation on fileIt was confirmed to you via the recorded message and also the maintenance technician that the work order would be put into the system and that we will make the repairs a priority during business hours based on our maintenance team’s availabilityAgain due to high call volume for A/C’s and with no medical documentation still on file this work request was pushed to the next day and was confirmed completed on 06/28/at 11:48AMI also do wish to address that you have stated “I was never informed of this nor did I find this in the lease agreement.” I do wish to let you know that per your community policies and procedures book under section Service it states that “Emergencies are as follows, but not limited to: No heat (when outside temperature is below degrees Fahrenheit), no hot water, broken pipes and/or running water, securing door and/or windows, fire damage, clogged toilet when only one toilet is available (**if you have more than one toilet, service is not deemed an emergency and can wait until the next business day, unless the problem created flooring or is clogging waste water in other toilets and/or sink.)” As a courtesy we were completing A/C units as an emergency if it did reach over degrees outside and will continue to do this during regular office business hours, however the policy that AC units are not an emergency is not a new policy that has been implementedWe here at Eden of Whitehall are working hard to ensure that everyone’s stay here with us is enjoyable and a comfortable stay and we will still try to continue to make sure that A/C units are a priority, but we cannot guarantee this going forward Next I do wish to address the concern that you have stated “I spoke with several reps that were rude and didn't care about my urgent complaintI spoke with a lady named Chisten later on Monday she advised me that they had received a med cert and her immediate SR put it in my file and that maintenance would be out later the eveningThe line beeped and it was my doctor calling to confirm nothing else was neededI clicked over to speak with the Dr and told her everything was fine nowThe rep at Edens of Whitehall called back and stated that they had not received anything and regret to tell me again they wouldn't be out to fix the ACI requested the issue to be fixed especially since she had just informed me her boss okayd the request and updated my file.” Again I do apologize for the situation and if there was a misunderstanding or a miscommunication, again as stated above at the time of the call we did verify that there was no medical documentation on file and during the conversations that were had with the office staff on Monday we did confirm that we did not receive any medical documentation until 7:05PM on 06/27/and was stamped received and verified via office staff on the morning of 06/28/and at that time we did process the request for the A/C to be an emergency and confirmed fixed that morning Last I do wish to discuss the concern that you expressed in regards to “I requested an email address to have proof of further correspondenceand was told noI'd like my ACCOUNT fixed,and a written copy of this policy that is in my lease that I'm not seeing , formal apologize for the treatment I received and the ability to use email correspondence going forward as fax and phone calls get ignored and over looked.” I do wish to let you know that we are happy to provide you with an email address to be able to use for further correspondence and again apologize if there was a miscommunication, going forward you can email one or all of the listed peopleYour resident manager is Christina Myles and her email address is [email protected]; you can also email myself Jamie Mason at [email protected] or Aaron Justin at [email protected] in regards to “I'd like my ACCOUNT fixed,and a written copy of this policy that is in my lease that I'm not seeing” I have verified that maintenance has completed the work on the A/C, and let you know that if you are still experience issues to please contact us so that we may process another work order to have this checkedLast we are happy to provide you with a copy of your lease agreement and also a copy of the community policies and procedures book if you come to the office with your photo ID we will be happy to provide these to youAgain I do apologize for the situation and if there are any further questions please feel free to contact one of the above email addresses Thank you,

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me The Community Manager told me about the refund AFTER I visited the propertyOther than that, the property mgmt was quite unprofessionalThey offered no type of concession after pushing my date back and NOT notifying me in a timely mannerThe reason for push back was because they decided to let their cleaning contractors take a break until early If that was the case, an alternate plan should have been made to satisfy December movers and not put them in a horrible (and homeless) bindI only went back to the community once I saw my options my limited with apartments in the areaHowever, I will not be giving New Life Mgmt any of my money for any property they ownI was able to find housing with another apartment complex that was more professional and mgmtheld to the wordI will not provide any good reviews or referrals to anyone in regards to New Life and how they handle people I have never been treated with such unprofessional in my entire lifeThey did me a huge favor by doing what they didI cannot imagine how life would be if I were a renter there! New Life Mgmt needs to take courses on customer service because their skills are deplorableI really hope this letter finds way to the Community Manager's desk

Dear Ms [redacted] , I wish to let you know that I have received your complaint and want to take a moment to respondFirst you are claiming that the stove caught fire and you are not able to cook at high temperatures Our records do not indicate that this issue has ever been reported to the officeAlthough this is the first knowledge we have of this complaint we would be happy to look into the matter for youNext regarding your dishwasher, our records indicate that we have visited your home on four separate occasions to service your dishwasher and each time the dishwasher was functioning properly and the heating element was heating to the required degreesIn addition, you are stating an animal is living in the attic/crawl space of your homePer the service history we were notified of this issue and an appointment was scheduled accordinglyOn 4-3-pest control reported that no animals were discovered to be in the attic/crawl space of your home However, we also inspected the fascia and sealed off any areas of possible entry and set a trap at that timeSince 4-3-we have not received any correspondence that there are any further concernsIf there is still an ongoing issue we would be happy to look into this matter, simply contact the office to schedule a pest control appointmentIn addition, service history shows that we have been to your home multiple homes for a clogged toilet Our maintenance department has had to snake the toilet and upon completing the snaking of the toilet it has been tested several times to ensure the drain is free and clear We have documented photographic evidence that the repeated clogs are due to excessive amounts of toilet paper being put into the toilet and flushed down the drain thus causing the repeated clogged toiletLastly, the claim about the screen on the storm doorUpon review of the service history we show that maintenance has replaced the screen six timesWe replaced the screen for the fifth time on 03/30/and then again for the 6th time 04/03/ The need to replace your screen with such frequency is considered above wear and tear and therefore you are responsible for the cost of the repairsUltimately, you state that the representative that you spoke with on the phone refused to let you speak to managementI am the Community Director here at Eden of Whitehall and this is the first correspondence that I have received in regards to you having issues in your home Had I been contacted via phone message, email, drop box or a visit to the leasing office, I would have been happy to speak with you Please note going forward that I am in the office Monday-Friday from 9AM-6PM (excluding lunch) and can be reached by the methods mentioned above Should you have any further business you wish to speak with me in regards to I would be happy to do so

Ms [redacted] , As stated in your complaint you were advised an error was made on your rental account The error being two payments belonging to a former resident had been applied to your account within the last twelve months Upon reconciling these payments and applying them to the correct account we immediately notified you of the balance due We also stated payment arrangements were acceptable and requested you contact us to do so When you came into the office November 2nd, 2016, one of our representatives attempted to assist you by providing you with a copy of your resident ledger as well as offering to go over the ledger and corrections made; however you chose note to work with that individual and advised that you were contacting an attorney At this time, you have since made contact with the Assistant Community Director, Jessica H***, by email and have advised that you plan to pay the balance due by Friday, November 18th, Once the agreement is signed we will make note on your rental account of the payment arrangement and once the balance is is paid in full you will no longer receive notices We appreciate your prompt attention with regard to resolving this matter.Melissa M [redacted] Regional Director

Ms [redacted] , We attempted to address your service request, but were unable to do so due to minors being in the home aloneWe also sent a notice to the home letting you know when we would be out to address the request, however, there were still minors in the home aloneWe also asked when the minors were not going to be alone in the home or when an adult would be present to complete the requestWe have provided several copies of your ledger for your account that show the dates as to when the payments were received, as well as your late fees for the month if any were chargedWe have also asked you to provide any documentation to the office to support any charge that you are disputingTo date we have received nothingYou have previously requested that we look into the late fees for both June and July as you feel they were in errorWe did research the payments, and made the appropriate adjustments as well as a provide you a copy of your account ledger to reflect thisWe currently do not have any open service request for your homeShould you have any, please report them to the office so they may be addressedBest, Melissa EvansCommunity Director

No help was provided in this matter by Aaron or MaryWhen Mary called me,she indicated every thing was my fault because I should have "been paying attention"I received nothing regarding the construction they claim they handed outI have resided here since and all documents from them until now are still in my possession, with no paper from August providing this information