New Life Multi-Family Management, LLC

Our office
has thoroughly investigated these concerns as we want all of our residents to
feel comfortable and confident in our ability to assist them while living with
us. With that said here are the findings regarding matters brought to...

our
attention:
 
1.     Disposal- Our records indicate that a service request for
this issue was entered in to our system on 08/18/2015 and completed 1 day later
on 08/19/2015 by our maintenance tech. After this service request was completed
the resident did not call in any further issues with this appliance leading our
office to believe that this issue was resolved.
2.     Toilet- Our records indicate that a service request for
this issue was entered in to our system on 08/13/2015 and completed that same
day as an emergency on 08/13/2015. After this service request was completed the
resident did not call in any further issues for this issue leading our office
to believe that this issue was resolved.
3.     Pest Control- The residents moved in on 07/17/2015 and
reported seeing an issue on 07/21/2015, the same day we entered an order in our
system for treatment. The contracted pest control company came and visited the
address on 07/28/2015 where they treated the home. A follow up from the pest
control company was completed on 08/25/2015 where they treated the home a
second time. The pest control company was also proactive in inspecting and
treating all surrounding units for preventative measures. After the follow up
treatment there were no outstanding issues reported to our office for this
issue.
 
I have
attached above all documentation pertaining to the above listed information
that I have provided. As we would love to further assist our residents with any
questions or concerns they are having we ask that they contact our office directly.
At this time, because I am showing that we have been diligent in addressing the
above issues, a credit will not be issued at this time.
 
Thank you,
Our office
has thoroughly investigated these concerns as we want all of our residents to
feel comfortable and confident in our ability to assist them while living with
us. With that said here are the findings regarding matters brought to our
attention:
 
1.     Disposal- Our records indicate that a service request for
this issue was entered in to our system on 08/18/2015 and completed 1 day later
on 08/19/2015 by our maintenance tech. After this service request was completed
the resident did not call in any further issues with this appliance leading our
office to believe that this issue was resolved.
2.     Toilet- Our records indicate that a service request for
this issue was entered in to our system on 08/13/2015 and completed that same
day as an emergency on 08/13/2015. After this service request was completed the
resident did not call in any further issues for this issue leading our office
to believe that this issue was resolved.
3.     Pest Control- The residents moved in on 07/17/2015 and
reported seeing an issue on 07/21/2015, the same day we entered an order in our
system for treatment. The contracted pest control company came and visited the
address on 07/28/2015 where they treated the home. A follow up from the pest
control company was completed on 08/25/2015 where they treated the home a
second time. The pest control company was also proactive in inspecting and
treating all surrounding units for preventative measures. After the follow up
treatment there were no outstanding issues reported to our office for this
issue.
 
I have
attached above all documentation pertaining to the above listed information
that I have provided. As we would love to further assist our residents with any
questions or concerns they are having we ask that they contact our office directly.
At this time, because I am showing that we have been diligent in addressing the
above issues, a credit will not be issued at this time.
 
Thank you,

Ms [redacted], We responded to your home on Friday, February 24 to address your dishwasher leak. We were unable find any signs of leaks or mold/mildew. We also inspected the basement for signs of leaks and were unable to locate water damage. Your account also reflects your payment made on...

Friday, February 24 and a dismissal for the eviction was sent on the 24th. If you have any other questions or concerns please feel free to contact your Resident Manager, Renan, at r[redacted]@newlifeproperty.com.

Ms. [redacted], After reviewing your account it appears as though we typically respond within 10 days of you notifying the office of your concern. We spoke with pest control today, and have found that your home was cleared. If you notice any pest going forward, please contact the office and...

you will be serviced on our next scheduled treatment day.

We apologize for the inconvenience of your air conditioner not working properly for you.  It appears as if the service request was put in on July 14, 2017 and completed on July 28, 2017 with no known issues since regarding the air conditioner.  If you have any issues in the future please...

let us know and we would be more than happy to get those addressed for you in a timely manner, have a great day!

Ms. [redacted],                 I have received your complaint and would like to take a moment to respond. I have taken a moment to review your work order history and I am showing that three different occurrences regarding the same issue of a report of...

mushrooms growing in the bedroom. During this most recent occurrence it was discovered in fact the washing machine was leaking from the back of the lines to the machine causing the wall behind is to get wet. The room that is having this issue does also share the same wall as this utility room where the leaking was occurring. The other two occurrences that took place it was discovered the first occurrence was also the line to the washing machine and the second time was the AC condensation line. Each time a report to the office was made maintenance did address and repair the issue. I do wish to apologize for the situation and let you know that if there are any further issues you are welcome to contact the office at ###-###-####. Jamie M[redacted]Community DirectorEden of WhitehallRanches and Townhomes4470 East Broad StreetColumbus, OH 43213P:###-###-####/F:###-###-####E: j[redacted]@newlifeproperty.com

My issues are still present from the time I moved in until now. New Life Properties is responsible for ensuring the property I moved into was up to safety and code standards, it was not. I had no idea I was moving into a pest infested unit that would be without an operable refrigerator for about 2 weeks. I 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.

Mr. [redacted],Since your response we have completed the outside repairs to the roof and no new concerns have been reported.  We would like to schedule the repairs needed inside your home at your convenience, please contact the office or contact me via email to set your appointment, [redacted]@newlifeproperty.com. Kind Regards,Melissa E[redacted]

I was made aware of your apartment not having air conditioning on Monday, June 20, 2016, per our phone conversation. I put in the service request for your apartment and advised they would be out as soon as possible. I’m not sure who advised that it would be a week to get your air conditioning fixed,...

I did not give a specific time frame due to the fact that all air conditioners are responded to in the order in which they are received. The time line can vary depending on the time of service the air conditioner needs. (i.e. The repair can take from 20 minutes to several hours.) I advised that they were only working on air conditioners and emergencies so they were getting through them as quickly as possible. Your air conditioner was repaired on Thursday, June 23, 2016 and is functioning properly. I do recommend that you put any and all service requests in writing and submit them to the office per the policies and procedures. As for the report of mold, if you would like to go into detail about the locations we can work on getting that taken care of for you as well. I have reviewed your service history and there are no reports or request related to mold. Please provide us with more information so that I can get a request in for you.

Thank you for your time,


Jessica H[redacted] Community Director

After research with the our software company for the payment submitted on 03/29/2018 in the amount of $521.00 the non-sufficient funds fee and late fee's have been removed from your account. The money order that was submitted to the leasing office in the amount of $521.00 has been processed and your...

account at this point is paid in full for the month of April 2018. In regards to the carpet due to unfavorable weather conditions and location of your apartment we were not able to have the carpet professionally cleaned. Your apartment has been rescheduled for a carpet cleaning on Friday, April 13th, 2018 between the Leasing Office hours of 9:00 AM - 6:00 PM.

On Wednesday July 6, 2016 I received a door notice at 6pm from maintenance stating they could not enter my home to add freon to my air unit, and to go to the rental office and have a copy of the key made. I had a copy made exactly 2 weeks prior, on June 23 for the same reason, per request by maintenance. On July 7, I went to the rental office to discuss this issue, and present them with a 30 day hand written notice of the issue, and my plans to place rent in escrow if it is not corrected. I was told by Andrea that I have every right to be angry, and if my air was not corrected when I arrived home on the evening of July 8, to come back and other measures would be taken. Only July 8 at 5pm, maintenance entered my home simply to look at my unit, and tell me it needs freon, they are out of it, and he will send someone when the next batch comes in. The rental office has it documented that it is a new unit, just needs freon. I feel if that was the case and the supply of freon is currently out, something could have been said the previous day.

Dear Ms. [redacted],  Eden at Watersedge strives to provide fair customer service and a comfortable living environment. As we discussed, leaks of any magnitude are taken very seriously and are to be repaired expeditiously. Although, your apartment has had a number of leaks due to various reasoning, all necessary repairs were made in a timely manner. Unfortunately, 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 time. Please contact the office if you have any further questions and we apologize for the misunderstanding.

I have looked into your service request, and have found that all heating and cooling requests have been addressed timely. We have recently been to your home, and have confirmed that the furnace is functioning as it should. Should you have a maintenance concern in the future you may submit...

a written notice to the office by the drop box, mail, or by emailing it to the staff. You may email the Assistant Community Directors and/or myself directly at [redacted]@newlifeproperty.com, [email protected], and [redacted]@newlifeproperty.com. You will also want to include if we have permission to enter when submitting a service request.  As a reminder, our emergency maintenance policy in regards to servicing a furnace on-call,  is that when the furnace is non-working and the outside temperature is 55 degrees Fahrenheit or below, then the non-working furnace is considered an emergency and you may contact maintenance at ###-###-####.   Please let us know if we can be of any further assistance.

The refrigerator was inspected on 2/1/17, and was found working and holding the correct temperature. The seal around the door needed replaced, and was replaced once the part was received on 2/7/17. You have made two service requests in regards to outlets, and both were addressed the same day...

the request was made. The first request being 2/1/17, and the second being 3/6/17. The basement was reported on 2/1/17, and was addressed on 2/1/17 as well. Pest control has been out to your home on several occasions, 2/1/17, 2/21/17, 2/28/17, and 3/7/17. On each occasion no activity was seen. As you can see we have addressed your concerns timely, therefore we will not be issuing any credits nor will we be releasing you from your lease agreement. Regards,  Melissa E[redacted]Community Director

I am rejecting this response because:
Regards,
[redacted]

Mrs. [redacted],We did speak on April 12th and we came to the agreement of refunding your deposit back to you in full.  I did send an email with your final account statement attached showing the refund amount you would be receiving at 4:55pm on April 12th.  I believe you spoke to a representative in our office on April 18th and we came to the conclusion that you had been checking a different email of yours and that you were in fact able to find the email I sent you back on April 12th.  The refund has been approved and as stated previously will be cut and mailed to you in a timely manner to the address you gave me to send it to.  If you have any other questions or concerns please let me know, have a great day!

Ms. [redacted],
I do apologize
about the situation that you are having in your home and can understand your
frustration. I see in our system where the original service request was placed
on Monday August 24th 2015 and I also see that maintenance responded to the issue on Wednesday August 26th 2015...

to not only secure the panel in the
attic bedroom from where you stated the issue was occurring and we have also
set up a one way trap outside the home. Standard procedure on this is the trap
will remain in place for two weeks, upon that maintenance will then follow up
to ensure the issues has been resolved. At that time the trap will be removed
and the access panel will be secured on the home. I do also want to address
that you stated that you also have other issues in the home and that nothing is
being done and at this time I would like to let you know you are more than
welcome to contact me as I am the Community Director here and I will be happy
to take down the issues you are having and get those rectified at this time I have no records of any outstanding issues for the home. Again I
apologize for the situation and hope that going forward we are able to keep an
open line to communication so that you are able to be happy in your home here
with us at Eden of Whitehall. Thank you

If I told the office that I was making a partial payment and didn't know when I could pay the balance, THEN I could understand eviction proceedings.  I notified the office of late payment well in advance. Regardless of what the lease states and what is common practice, I was only told "okay" when I emailed Ms [redacted]. I wasn't told anything about eviction or late fee. I expected a late fee. What perks does a good pay, 3 year tenant have? As far as the living environment, maybe the Ohio office needs to visit Eden at Watersedge in Memphis. There are potholes throughout complex which is damage to cars. They advertise a swimming pool that we can't use due filth. There is  daily/constant drug activity. We are aired on the news for murders, rape and robbery frequently. Even though I have been in constant touch with the office and the police department over the last few months, when I asked them if I could relocate to another apartment, to add insult to injury, they told me I would be required to pay a deposit and application like a new tenant. Also, when I first came in a month in advance, and applied for an apartment, I asked for and was assigned an apartment in the front for $469 per month.  On move-in day/at the last minute, the resident manager wouldn't allow me to move into the assigned apartment because the apartment wasn't ready. Told me the only available apartment was in the back AND that because it had 2 baths my rent would be raised to $499.  The ONLY thing the apartment has perfected is collection. They offer a roof and walls. As far as I can see, the plan is to move in as many people as possible for money and hurry up and put them out to make room for new money.

We responded and addressed your service request promptly, as previously outlined. Therefore we would not be issuing you a refund.  Regards,  Melissa E[redacted]

The refund check was mailed to you for the second time on August 26,
2015 to your current address [redacted] Road South, Apt. B, Columbus, OH
43213.

Ms. [redacted] and I have been communicating almost daily beginning, April 14th, 2016, when she shared with me her concerns regarding service requests and pest control concerns she was having in her home.  (Copies of our correspondence have been provided to the Revdex.com) In regards to Ms. [redacted]’s...

pest control concerns, we had been treating her home for roaches and scheduled an additional inspection for Monday, April 25th, 2016, for all other possible pest issues.  The pest control company did confirm she will need treatment for spiders and water bugs.  Ms. [redacted] is on the weekly pest control service scheduled for today, April 27th, 2016, for treatment and this will be completed by the end of the business day. In regards to Ms. [redacted]’s service requests, we addressed the original 9 requests (completed service requests with notes were provided to the Revdex.com) she brought to my attention in her first email.  Last evening I followed up with Ms. [redacted] by email and she stated she hasn’t had time to confirm they were taken care of.  At this time, we ask that Ms. [redacted] notify us if is she still has any service related concerns that may need addressed, so we can promptly complete those service requests as well.Ms. [redacted] makes mention in her Revdex.com complaint that her request to terminate her contract one month early and have May’s rent waived was ignored; however in her original conversation with Michael he advised the lease would not be terminated early and May’s rent waived, in my email response (copied provided to Revdex.com) dated, April 15th, 2016, I also addressed how Ms. [redacted] can terminate her lease contract and included the requirements to do so.  In addition to these two instances, I again addressed the move out process with Ms. [redacted] via email on Friday, April 22nd, 2016, (copied provided to Revdex.com) citing the Ohio Revised Code 5321.17, Termination of Tenancy, which requires she submit a notice of their intent to terminate the Lease contract in writing at least 30 days in advance (also required per her lease contract, copy provided to the Revdex.com, page 2, Sec. VII. Move Out Notice and Renewal) of the date which they plan to move.  I also reiterated that the circumstances regarding their intent to move do not waive the requirements to which they are responsible for ending the contract before its expiration.At this time, we stand by the professional and prompt service Ms. [redacted] has received throughout the duration of her stay; by her own admission this is her second apartment home in one of our communities.  We are not able to waive her last month’s rent as she is contractually obligated to May 31st, 2016, if she plans to move as she has stated in her complaint than we are requesting she give her notice to move in writing signed by all leaseholding residents and submit it to our office no later than May 1st, 2016.  In addition Ms. [redacted] has questioned our utility policy, (copy of utility addendum and lease contract provided to Revdex.com and Ms. [redacted] via email); Ms. [redacted] should refer to Section IX. Utilities. Second paragraph sites the following, “You will be charged for the full period of time that you were living in occupying or responsible for utility charges for the time period you were obligated to pay the charges under the Lease.”  This would be in answer to an email Ms. [redacted] sent to me dated Friday, April 22nd, 2016. (Copy provided to the Revdex.com)Melissa M[redacted]Regional Director