New Life Multi-Family Management, LLC

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!

Upon recieving Ms***'s complaint from the Revdex.com a member of our office team contacted her with an address for her upcoming move in date Ms [redacted] complained of a lack of communication on our end, to which we believe we resolved promptly once brought to our attention As of November 16th, 2016, Ms [redacted] moved in and today, we spoke again by phone and I confirmed everything went well and she confirmed that was correct

Ms [redacted] , After reviewing your account it appears as though we typically respond within days of you notifying the office of your concernWe spoke with pest control today, and have found that your home was clearedIf you notice any pest going forward, please contact the office and you will be serviced on our next scheduled treatment day

You have been in contact with office on several occasions last weekAs 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 damageUpon the inspection, maintenance found that there was no damage to the electricA water extraction was completed upon emergency maintenance being notifiedWe have also scheduled for your carpet to be cleaned and deodorized on Wednesday, January 25, 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

Maintenance was out to your home today, July 13, 2016, and added the needed freon into the air conditioning unitAt this time everything is functioning as it should, and we have no open request for your homeAs previously stated, in the future should you have any concerns that you feel are not being addressed timely please feel free to contact the management team (Brandi A [redacted] , Mike M [redacted] y, and myself, Melissa E***) along with your resident manager (Renan M***)You may deliver a notice to the office via the drop box or mail, or you may email usYou will want to include all of us to if you choose to email usOur email addresses are [redacted] @newlifeproperty.com, mm [redacted] @newlifeproperty.com, [email protected], and me***@newlifeproperty.com

In response to complaint ID 12670069, see below:Ms***,We appreciate you bringing your pest control concerns to our attention and are working diligently with our certified pest control providers to resolve this concernPlease note prior to your moving in we had no history of pest control concerns in this location or surrounding unitsPlease be advised we will continue our current Integrated Pest Management/IPM plan to resolve your concerns promptly and request your diligence in providing access to the home and following any and all preparation requirements necessary in order for the IPM to be successfulShould you have questions please contact the office for additional information.Kind Regards,Melissa M [redacted] Regional Director,New Life Properties of Ohio

All the inconveniences I had after the first treatment happened because of the negligence, carelessness and unprofessionalism of the Avalon Place apartment office staff membersThat has nothing to do with any treatment done to take care of the bug infestationThat was solely happened due to the unprofessionalism and negligence of the staff at Avalon place apartment officeI never had concerns with paying for the heat treatmentPlease note that I'm the one who came and informed about the bug infestation at the first place and requested for a heat treatment at the earliest date possibleNow that they have done a second heat treatment for free of charge and found no bug activity at the post inspection today, I'm ready to pay the $for the treatmentBut it does not justify how Avalon place handled the problemAs I mentioned in my complain, the apartment office staff continuously lied to me several times saying that they have scheduled a second treatment date for my apartment as the first treatment didn't solve the problemLet me tell you why I say they lied to meHere's an incident happened on the 21st July My second heat treatment was scheduled for 22nd July and I received a notice from the Avalon Place apartment office on the 20th July saying that my apartment will be treated on "Thursday, 22nd July", which seemed to me a mistake as Thursday was 21st of July and I was told initially that my apartment will be treated on the 22ndSo I called the apartment office on the evening of the Wednesday, 20th July to check whether it was a mistake or they are going to send someone in to treat the apartment on Thursday, 21st of JulyWhen I called the apartment office, I told them who I am and what my apartment address is and asked whether [redacted] is going to treat my apartment on of July, and the staff member who answered the phone confirmed that they are going to do the treatment on the 21st ThursdayI told her that it was scheduled on 22nd, but she confirmed that it will be taken care of 21stSo I cleared all my items as it is required by the instructions sheet provided by the apartment office when they scheduled the second heat treatment dateHowever, [redacted] pest control did not show up on my apartment on the 21st July morning as scheduled, so I called the apartment office and checked with the staff whether they will be at my apartment (I gave her the apartment address)They confirmed that [redacted] will be there anytime on the 21st July for the treatmentsWhen I left the apartment, I noticed that [redacted] is treating two other apartment units in blocks [redacted] and [redacted] in [redacted] ***, which belongs to the Avalon Place Apartment CommunitySo I went there and talked to the exterminators who were there to check whether they would come to my apartments for the treatmentsThere were two exterminators and both confirmed that they will not be coming to the apartment for the treatment and the ones they were treating at that time were the only ones that they are going to treat them on that dayThey also explained me how they get to know which apartment to treat on a given dayUpon arrival to the apartment office, the office staff members at Avalon place will tell them which apartment to treat and hand them the keys to enter to the apartmentOn the 21st of July, they were told by the apartment office that they have to treat the two apartment units at the blocks [redacted] and ***This clearly tells that the apartment office knew ahead of time that [redacted] will not be there on the 21st July to treat my apartmentHowever they continue to lie to me, when I contacted them saying that my apartment will be treated on the 21stNow this also says that whenever I call the apartment office to check with them whether the exterminators from [redacted] would show up at my apartment for treatments, they knew that whether they would show up or not, as they are the ones that tell the exterminators which apartments to treat on a given day.Here's the timeline of the story so farOn 14th of June - I noticed my apartment is contaminated with bed bugsOn 15th of June - I informed it to the apartment office and they referred me to [redacted] pest controlThey scheduled me for a hear treatment on 28th of June as it was the earliest available dateOn 28th of June - Heat treatment was conducted by an exterminator from ***I gave him all info I had about the seriousness of the contamination and he advised me to enter into the apartment after PM on the same dayHe further told me that he will visit my apartment in a week for the followup investigationOn 29th of June - I entered into the apartment around 1.00AM in the morning and went to bed around 4.00AMI found bed bug activity on the bedroom wall around 9.00AM and captured two live bed bugsI showed them to the apartment officeI requested them to contact [redacted] immediately and schedule me for a second appointmentThe person who had a look at them (I don't know her name, she sits to the left of the room when you enter to the office through front door, in the 2nd row) told me that she would contact [redacted] pest control on my behalf for the get back to me in few hours, but didn't get back to me for two daysOn 30th June - At 10.57AM on, I sent an email to Ms[redacted] explaining the situation and complaining that anyone from the apartment office didn't get back to me yet(I didn't know Ms[redacted] is no longer working with you until 12th July 2016)At 12.44PM, the same person who handled my request on 29th of June contacted me and let me know that [redacted] would show up at my apartment on the 5th of July for the treatment5th of July - [redacted] didn't show up for the treatment7th of July - I contacted the apartment office at 10.46AM over the phone and informed them that [redacted] didn't show upApartment office confirmed me that my apartment will be treated on the 12th of June I told them that the difficulty I'm going through due to their negligence and they guaranteed that the apartment will be treated on 12th of July I also requested to fix my living room blind and they said they will send someone inI wrote a second email to Ms [redacted] explaining the situation on this day at 11.26AM12th of July - Called the apartment office to check whether why [redacted] is late to show up at 9.54AMChristy answered the phone and said that they will not show up as I was not scheduled for that dayShe said I will be scheduled for the Tuesday which was 19th of July I told her that I was told the same a week ago and requested your informationI got to know that Ms[redacted] is no longer working at the Avalon Place ApartmentsI filed a complaint to the Revdex.com about this situation as no one was taking any action from Avalon Place Apartment at that timeI emailed you about the situationYou admitted that the staff members have not performed their duties as they required to and offered to schedule a new date to the heat treatment at your earliestMy living room blind was not fixed yet13th July - Signed the heat treatment form and handed over to the apartment office in the morningCollected the living room blinds from the apartment office around 5.45PM and installed it myself15th July - Jessi came back to me with new dates for the heat treatmentThe new date is 22nd July 2016, followed by two follow up visits scheduled for 28th July and 11th August Jessi is working on providing compensation for tenants for the difficult time they had to undergo due to the negligence of her employees19th July - Got a response from Avalon Place via Revdex.com and got the same response from an email via Jessi at Avalon Place20th July - Got to know that my appointment is on 21st July and the Avalon place office confirmed it21st July - Called the Avalon place apartment office to check whether the exterminators will come to treat my apartmentThey conformed [redacted] will treat my apartment on the 21stTalked to [redacted] exterminators who were treating two units at [redacted] and [redacted] and got to know that they have not been told to treat my apartment on the 21st July by the Avalon Place OfficeThey further confirmed that they can only treat the apartments that the apartment office ask them to treatThis confirmed the fact that the apartment office knew that my unit would not be treated on 21st of July, but they lied to me saying they will treat22nd July - Called the Avalon place apartment office to see confirm whether my unit will be treated on the 22nd as initially scheduled and Jessi, who is a community director told me that it will be taken care ofShe telling me my apartment will be treated on the 21st was a mistakeBut when I told her that they confirmed it two times knowing that it will not be treated, she told me that I was informed by her via email the correct date and I should be communicate directly with her in the future, nit her staff membersShe does not want to take what happened seriouslyMy apartment was treated for a second time on this day26th July - A note was left at my door saying that [redacted] will be coming to treatments on 16th June 2016, which is a day that is already passedAnother careless mistake by the apartment officeWhen I informed about this, they sent me the corrected nortification28th July - The post inspection was carried out by [redacted] pest control.I have already attached the email conversations I had with Jessi about this whole situationI had to go through all the trouble simply because Avalon Place Apartment Office Staff did not take my matter seriously, did not scheduled the appointments when I asked them to but they continue to lie to me saying they did (this happened times)Then they lied to me again saying that [redacted] will come to treat my unit on 21st July knowing that they asked [redacted] to treat two other units in [redacted] and [redacted] ***This clearly shows the problem is with the Avalon PlaceFor the weeks that I could not live my regular life (please see my earlier email for explanation) I request a compensation from Avalon Place ApartmentI request them to not to charge me rent for those time periods as I could not live at my place as I usually would liveThis is completely due to their negligence, unprofessionalism and lies they told meAs they suggested, I don't want to refer to my renters insurance to sort this matter out as it is nothing to do with my renters insurance

Our notice to vacate requirement is a minimum of days in advance of the date to which you plan to moveUpon receiving your keys, we never received that written notice from you, as we have previously discussedThis would also be the reason that a move-out inspection was not scheduled as you state you requested it in your noticeYou did provide us with a screen shot of when you created the document, however it shows that this document was never printedRegardless, this screen shot does not prove that you submitted a notice to vacate to the officeShould you have something further to confirm that the office did receive this information please provide that to the office along with pictures and why you are disputing the charges on your final account statement, and we will reevaluate your accountAs for the eviction, we did request that it be dismissed due to you paying the balance in full prior to the full eviction process being completedThis request was made with the courts and any delays in resolving that matter were out of our control

We do understand miscommunication can arise from time to time and apologize for the difficult time this resident has hadHowever, the resident never received anything in writing from us confirming any appointments until we received confirmation from our pest control companyThe 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 attentionThere are a limited number of apartments that can be treated in a dayAgain, 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 costTherefore, the resident will not be compensated

What is and has been requested is the Oven, the kitchen light,bedroom light, and the tubIf all of this can be handled on Friday that would be absolutely great being as it was requested longer than a year ago

As we previously stated several members of the staff spoke with you, and addressed your concernsHowever, you still wanted to move, and submitted your keys to the officeWe will continue to uphold you to the lease agreement that you signed as you did not fulfill your portion of the agreement

We will make sure to come in after noon.Thank you,Jessica H***Community Director Hello, I will be dialed into a job telephone interview that requires access to my home office PC from 0900- I see that the inspection window was set for 0900-(hour window? really?) Please shift the time to be later than so as not to disturb my interviewThank you, [redacted] *

Good afternoon, At this time we have received the Revdex.com complaint filed by Mr [redacted] regarding his air conditionerI am seeing that we have made several repairs throughout the time that Mr [redacted] has been a residentThe air conditioner was fixed on 7/13/If Mr [redacted] has any further questions or concerns please feel free to contact the office Thank you

Ms***, I do apologize about the situation that you are having in your home and can understand your frustrationI see in our system where the original service request was placed on Monday August 24th and I also see that maintenance responded to the issue on Wednesday August 26th 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 homeStandard 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 resolvedAt that time the trap will be removed and the access panel will be secured on the homeI 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 homeAgain 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 WhitehallThank you

I was made aware of your apartment not having air conditioning on Monday, June 20, 2016, per our phone conversationI put in the service request for your apartment and advised they would be out as soon as possibleI’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 receivedThe time line can vary depending on the time of service the air conditioner needs(i.eThe repair can take from 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 possibleYour air conditioner was repaired on Thursday, June 23, and is functioning properlyI do recommend that you put any and all service requests in writing and submit them to the office per the policies and proceduresAs 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 wellI have reviewed your service history and there are no reports or request related to moldPlease 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

Ms [redacted] To address your first concern in regards to the gas leak not being repaired, At this time I have been able to confirm that all necessary repairs were made and per the notice that you received it is suggested that you contact [redacted] Gas as soon as possible to perform a safety check on the repaired hot water tank and furnace, upon the inspection if there are any additional repairs needed these would need to be reported to the office immediatelyAlso during the inspection today we completed a line pressure test along with a gas reading and confirmed there is currently no gas leak inside the homeI do understand your frustration in regards to not having a back patio light, however this is something that was completed by the previous owners during renovations and a majority of the home did not receive patio lights, due to the extensive amount of work involved for installing these this is not a feasible option You have stated that “Complaints of excessive trash in neighbors yards ignored”, we wish to let you know that daily our grounds members are walking the property as well as weekly the office staff is walking the property to ensure that it is being kept in the proper manor and that all residents are abiding by the policies and if they are not we do address those as necessaryIf you notice problem area in the community we encourage that this be shared with the office in order for us to take the necessary actions I do wish to address your concerns about “Bills sent for water bills and late fee charges that have never been sent before with eviction threatsOvercharging of bills with no reason”The eviction notice that was generated on October 9th that you received was in conjunction with rent not being paid on timeThe late fees that were assessed to the account were in conjunction with the rent that was then tendered later in the day on October 9thAs far as the fees that are associated with the water it does state in the lease that if a utility bill is paid by Eden of Whitehall on your behalf there is a fee associatedWith this we at this time did have to paid the water bill as it was scheduled for shut off To address your concern in regards to the apartment and having to move into the current home due to having a dog, here at Eden of Whitehall it is required that if a resident wishes to have a pet you must be on the bedroom side of our propertyThe bedroom side of the property is a pet fee community and we do make this clear to everyone upon leasingThis is the policy of the community that applies to everyone and always has At this time you did state you have current service request that you are wanted to have addressed, however per our system we do not show any outstand service requests, upon the inspection of the hot water tank and the furnace today we were also able to inspect all windows and all outlets to ensure they are in proper working order Lastly I do wish to address your concern with the trespass notice you received on MondayPer the lease, is does state that at any time we can request that all correspondence with the office be put in writingYou were provided this notice due to the aggressive manor that you have addressed the office staff on multiple occasionsThis notice is not stating that we are refusing your service requests as we would be happy to get these issues addressed for you; we are just requesting that all correspondence be put in writingIn regards to your emergency maintenance issues we encourage you to during office hours email these over and after hours you are welcome to call the emergency line to address your issuesIf you have any further questions or concerns I will be more than happy to address those with you further via email Thank you,

I have just read the business response and it is so out of touch with reality that it will take a couple days to process our response appropriately; How long can you wait for our follow up? This issue is no where near resolved but we will be making an offer early next week to see if we can come to terms They are still misrepresenting the status of our rent, service process, and pretty much every detail imaginable in their incredibly detailed but inaccurate followup It will require some time and effort to sort through and format our proof of this and refocus to the core issue we are currently dealing with

Per our conversation today all request have been completed in your home as of yesterdayWe did enter a new request for your oven door as there is still an issueI will be following up with maintenance to ensure that this request is addressedI would again like to thank you for your patiencePlease let us know should you need anything in the future Thank you, [redacted] Community Director

Ms [redacted] , After reviewing your account I do see that you were denied due to owing two separate utility companies that total a balance over $ On your application you answered "No" to the question "Do you currently owe a balance to a utility company that would prevent you from transferring utilities in your name?"Due to this you falsified your application, the application was denied, and you forfeited the initial deposit that was paidI do see that your denial letter states you were denied due to credit history unsatisfactoryShould you pay the balances in full within thirty days from your denial we can resubmit your applicationPlease let us know should you need anything else Best Regards, Melissa E***Community Director

Dear Ms [redacted] , Please be advised that Eden at Watersedge strives to provide timely repairsYour A/C was repaired on 8/6/You received a follow up call and visit on 8/8/and stated that it was repaired to your satisfactionPlease note, that we take pride in serving our residentsTo be fair, all requests are repaired in the order received depending on the nature of the requestPlease contact the office or email me if you have any questions and we apologize for any inconvenience