New Life Multi-Family Management, LLC

We are
currently looking into this as all information has not been provided. Once we have
confirmed all details with your referral we will update you with our findings.

Hello Mr. [redacted], I apologize for the issues that you are having in your apartment and assure you it is our priority to get this issue resolved for you.  After meeting you at your apartment today and looking over the situation, we have decided to transfer you to another available...

apartment within our community as you have requested.  I am confident that you will be satisfied with this apartment and we are looking forward to you continuing to be a resident with us.  Thank you very much for your patience in this situation and please continue to stay in contact with me here in the office with any other questions or concerns you may have in the future.

Ms. [redacted],  We attempted to address your service request, but were unable to do so due to minors being in the home alone. We 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 alone. We also asked...

when the minors were not going to be alone in the home or when an adult would be present  to complete the request. We 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 charged. We have also asked you to provide any documentation to the office to support any charge that you are disputing. To date we have received nothing. You have previously requested that we look into the late fees for both June 2016 and July 2016 as you feel they were in error. We did research the payments, and made the appropriate adjustments as well as a provide you a copy of your account ledger to reflect this. We currently do not have any open service request for your home. Should you have any, please report them to the office so they may be addressed. Best,  Melissa EvansCommunity Director

I have received the complaint you have submitted and would like to take a moment to respond to your concerns. First, I wish to address the concerns regarding the water bill. The company as a whole had decided to switch water service into the name of New Life Properties and subsequently bill back the...

tenants on a monthly basis, however regarding your account it was present to tenants whom were receiving a discount could elect to keep the water bill in their name to continue to receive their discount. I am showing on your account you did elect for the water bill service to remain in your name and New Life Properties has honored that agreement and has not switch water service out of your name and has not billed your account for water service since 2012.Next, I do wish to address your statement regarding the rental increase. Per your lease agreement it states "Upon completion of the full term of the lease, the lease shall be continued on a month of month basis until terminated by either party by notice in writing delivered not less than thirty days prior to the periodic rental date". Also, it does state in section 22 of the lease ESCALATION: "if, in the judgement of the Lessor, a rental increase is necessary to defray the increase expenses incurred by the Lessor for taxes, labor, materials or other cost, the lessor, after first giving thirty days written notice to the lessee, may increase the monthly rental". On the date of September 28th 2017 you were delivered the attached notice of a rental increase which will go into effect as of November 1st 2017. Please note this letter does state rental cost-plus water, however in your case since water has remained in your name this portion of the plus water in the letter does not apply to you. Please note if you have any further questions regarding this matter please feel free to contact me at the office at 614.861.0003. Thank you.New Life Properties of Ohio Rental Increase Dear Resident,During your residency at The Villas at Eden of Whitehall we have made every effort to provide affordable living. As operating expenses continue to rise we now find it necessary to increase your monthly rent to the amount listed below effective November 1, 2017. Striving to continue providing affordable living, we have chosen to only increase your rent 50% of the amount that you are currently below market.Your current monthly rent, net of concessions 520.00Other monthly charges, such as utilities, technology fee, etc. 3.00Your current monthly rent payment $523.00Your new monthly market rent, net of concessions 574.00Other monthly charges, such as utilities, technology fee, etc. 18.00Your New Monthly Rent Payment Effective Nov. 1, 2017 $592.00 + Water There is no additional paperwork required for this increase, but we encourage you to visit the office to enter into a new lease agreement, locking in this savings for the duration of the lease term.Other changes that could impact your amount due above:* Trash Fee is $15 per month* Water is always based on your usage so it can change monthly.* Late fees are $30 on the 3rd of the month then $5 per day until paid in full or $100 monthly maximum.The amount above is your monthly rent with any necessary changes. Water is then added to this amount.This letter serves as a 30-day notice of these changes, if necessary.Please visit our website at www.newlifeproperty.com<http://www.newlifeproperty.com> to set up regular electronic payments. You can also see all transactions on your account from this resident portal.We thank you for continuing to make Eden of Whitehall your home.Sincerely,The Villas at Eden of WhitehallT

For the sake of ending this unproductive dialogue, I am going to just accept what has been said because, hopefully, my house is in the process of being repaired. My complaint was filed not based off of one situation, but based off of several situations and my overall experience since I have lived in New Life Properties' community. Thank you for your assistance.

We do understand miscommunication can arise from time to time and apologize for the difficult time this resident has had. However, the resident never received anything in writing from us confirming any appointments until we received confirmation from our pest control company. The resident has been instructed to communicate with only the Community Director moving forward.In regards to the units that were being treated when the resident drove around the property, these units were scheduled for treatment prior to the resident bringing the additional activity to our attention. There are a limited number of apartments that can be treated in a day. Again, we are subject to our 3rd party contractor schedule when it comes to treating and inspecting apartments.As previously stated the resident signed and agreed to the Community Policies and Procedures Rules and Regulations upon moving into the apartment which specifically states the Landlord shall not be liable for any cost. Therefore, the resident will not be compensated.

First I want to apologize for the situation and let you know that I have had time to review and research the issue. You are stating that “While pulling into my residence a few weeks ago, without signs or indications holes were being cemented in the rim of my tire dented.” I do wish to let you know...

that we have confirmation that a notice was delivered to your home on 08/09/2016 letting you know that beginning on 08/10/2016 we were beginning work on repairing the potholes throughout the community. You had contacted the office on 08/12/2016 letting us know of the incident with your tire and standard procedure is for us to complete an incident report, however this does not mean that we assume liability.  I apologize you feel we provided no help to you, however we asked for pictures of the damaged rim to complete an incident report and document the incident to determine what the next steps would be. Once the report was completed, we provided you the information for Mary Kay C[redacted] on 8/15/16 from our corporate office who handles any issues such as this.  You stated in an email on 8/12/16 that you no longer wished to speak to anyone else from this office, so we forwarded you the info to discuss this with our corporate office.  Her email again is [redacted]@newlifeproperty.com, she is aware of this issue and is definitely willing to assist you further.  I am hopeful we can resolve this issue together.  Feel free to contact Mary Kay with any further questions regarding your tire, for anything else, you can contact our office at 614-861-0003, or my email is [redacted]@newlifeproperty.com.

You will be receiving a notice stating that maintenance will be out next week to address the service request in your home. We apologize for the delay, and would like to thank you for your patience. Best Regards, Melissa E[redacted] Community Director

We apologize for the inconvenience you were experiencing with the noise above your apartment.  Once you notified us of a possible issue, we searched the outside of the building for access points which could lead to animals accessing the building.  We were...

unsuccessful in finding an open area, thus we put a trap in the area you believed the noise was originating.  You have since moved out and nobody else in the building has reported an issue to us.  Thank you!

My complaint #[redacted] has been resolved.Thank you.

When the maintenance man came out to look at the stove he said himself that our apartment was unacceptable. I showed him a video of the freezer that's making a clicking noise and blowing out hot air. He told me, " I see that the motor in the freezer is not working. The freezer is ran by the refrigerator and if the freezer is not working than the whole refrigerator would need to be replaced." I talked to an employee about my ceiling and she said because it is not an emergency there is nothing they can do. As I said before I have spent a whole lot of money to keep replacing the food in my freezer and my problems in my home "Is not an emergency" and I've been calling since I moved in is unacceptable.

Mr. [redacted],  As you are aware the apartment that you were assigned to was not going to be ready to move-in on your scheduled ready date. We did offer either a refund in full, or to wait until a home was ready. You did choose to have your deposit refunded to you within thirty days of the canceled...

date. This process was initiated last week, and we do not anticipate it taking thirty days to receive. You also notified the office that you are wanting to re-apply to live in the community. Please note that the process will start over. Please let us know should you need anything else.  Regards,  Melissa E[redacted]Community Director

Ms. [redacted],   Per our conversation on September 27th, 2017 you informed our office that you placed your rent payment in the drop box on September 2nd (during a holiday weekend).  Your computer generated payment had a payable date of September 5th, 2017 posted on it.  ...

Therefore it was posted according to that date and our system applied late fees to your account because they are scheduled to automatically post daily, beginning the 3rd of every month.  Although you purchased your payment from the bank on September 2nd, a receipt was not provided and our office was not informed of this until after you received notice on September 27th, 2017, of a $40 balance.  Since our office does not operate according to your banking institutions procedures, you acquired late fees because our policy does not allow us to apply “post-dated” payments to resident’s accounts.  With your banking experience, I can appreciate that you may expect us to know why it’s postdated, however, unfortunately there is no way for us to have this knowledge.    When we requested a copy of your purchase receipt on the 27th of September, you were informed that we would consult with upper management regarding the issue and get back to you as soon as possible.   As a courtesy, your late payment was waived since you provided us with a copy of your receipt of purchase and indicated it was turned in on the 2nd of the month.  According to our records, you were informed of this decision via phone conversation with our office staff on, September 29th, 2017.  Going forward, we will be unable to extend this courtesy since we do not accept or apply postdated payments, and would recommend that you register and utilize the resident portal to make your monthly rent payments.  This portal is available to all residents, at all times and will prevent any late fees providing the payment is made on time.   Please advise if you have additional questions or require assistance with specifics for portal use.  Thank you.   Respectfully, Theresa P[redacted] Community Director Ashton Pines Apartments & Townhomes

We have been in contact with Mr. [redacted]’s Staff Sergeant.  According to SSgt. [redacted] is unable to make or receive phone calls while at boot camp.  Since we were unable to contact the resident directly, we informed SSgt. [redacted] on 12/13/17 that we would be able to release Mr....

[redacted]s from the lease agreement based on the orders received. The orders do not, however, release the additional leaseholder since they are not a dependent of Mr. [redacted]’s and they would not be covered under the SSCRA.  We have made attempts to contact the other leaseholder via phone and email, but have received no response at this time.  We do offer re-payment options if the additional leaseholder wishes to contact us in regards to setting up a payment arrangement.

Revdex.com they came and fixed the air conditioner 7/13 after they received the Revdex.com complaint no repairs were done any time before that on June 14 was the last time they came but anyways I'm gonna accept because they finally came and fixed it hopefully it keeps working thanks.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Dear Ms. [redacted],
 
Please be advised that Eden at Watersedge strives to provide timely repairs. Your A/C was repaired on 8/6/2016. You received
 
a follow up call and visit on 8/8/2016 and stated that it was repaired to your satisfaction. Please note, that we take pride in...


 
serving our residents. To be fair, all requests are repaired in the order received depending on the nature of the request. Please
 
contact the office or email me if you have any questions and we apologize for any inconvenience.

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

You have been in contact with office on several occasions last week. As you are aware, both a member of the office and maintenance were out in your home last week to check on the electric, carpet, and any damage. Upon the inspection, maintenance found that there was no damage to the electric. A...

water extraction was completed upon emergency maintenance being notified. We have also scheduled for your carpet to be cleaned and deodorized on Wednesday, January 25, 2017. We will be working with maintenance to address the drywall discoloration.  You will want to contact your renter's insurance, should you have it, for any personal items that were damaged.

It appears there was a miscommunication by both parties, and some misunderstanding of the communication as well.  This applicant was actually denied for falsifying her application.  Onesite showed an eviction and [redacted] confirmed it on FCMC.  When [redacted] mentioned this to the...

applicant (because she answered no on her application), she was adamant that she did not have an eviction.  [redacted] explained that it was showing on both her rental history and the public record, and that she made several attempts to contact the property for verification.  [redacted] informed the applicant that her application would be cancelled (instead of informing her that it was denied), but could be reopened if the applicant provided something that indicated the eviction was not hers or was filed in error.  [redacted] should have relayed that the application was actually denied for falsification, but that we could re-visit the issue if documentation was provided or verification was received.  Below would be my response, if approved…. Based on Ms. [redacted] recap of the situation, in addition to our recall of events, unfortunately it appears there was some miscommunication as well as a misunderstanding of the communication.  Ms. [redacted] application was ultimately denied because she falsified the application pertaining to rental history, eviction history.  Ms. [redacted] answered “no” to the question pertaining to ever having an eviction filed against her, when her credit report/public rental record indicated otherwise.  Additionally, our office attempted to obtain information from the previous landlord on 3 different occasions (March 20, 22 &26) via phone and fax, receiving no response.  Our Resident Manager; [redacted],  informed Ms. [redacted] of the public record as well as the rental history reported to the credit bureaus.  [redacted] also indicated her application would be canceled unless we received additional information revoking the eviction history, at which time the application could be re-opened within 30 days.  Both the tenant selection policy, as well as page 3 of the application, both signed by Ms. [redacted] indicate the applicant forfeits any deposits paid, in the event the application is falsified in any way.  Therefore, the $49 holding deposit provided by Ms. [redacted], was not returned to her.   Without sufficient documentation, the decision to deny the application and withhold refunding the deposit, stands.

the minor repairs made to the air conditioning never fixed it. I have been without air conditioning for a year. Since it broken down beginning of August of 2016, it has not been working efficiency. It has not been working at all.