New Life Multi-Family Management, LLC

Ms [redacted] , I have reviewed your account, including your service requestI see one request that was for your basement flooding, and I am showing that it was completed the same day in AprilI see one request from September pertaining to a washer hose asking that it be removed because it was from the previous resident, and does not function properlyThe request was submitted on a Friday, and was completed the following TuesdayI have looked into the pest control concerns that you have stated, and have found that we did have pest control set traps for your buildingThe traps have been checked daily, and there have been no animalsPlease note that we do not always need access to your home when setting the traps, and that we are actively working with pest control to rectify the concernIf at any point your were/are dissatisfied with the service you are given please, please let the onsite staff knowYou can do this by calling the office, mailing a letter, placing a letter in the drop box, or emailing the onsite management teamYou would want to include myself at [email protected], Mike McNerney at [redacted] @newlifeproperty.com, and Brandi Alverson at [redacted] @newlifeproperty.omThanks, Melissa E [redacted] Community Director

We understand at this point you are requesting to dispute charges on your Final Account StatementBecause you had vacated our community on January 18th, your account is no longer housed with usTo dispute any items you will need to contact [redacted] Collections at ###-###-####.Thank you

I apologize that things have not been taken care of to your satisfaction and will be sure to correct these issues for you in a timely manner We inspected the surrounding area for lights out in carports, as well as any excessive leaves building up and we may have missed the issues you are referring to If you could please provide specific areas that lights are out in carports we will get to them immediately I personally looked in your carport area and found the carport lights to be working and did not see any excessive leaves in the area, however this does not mean that there aren't other issues that you may be referring to and I most certainly want to get them addressed for you I have attached photos of the area for you to view and let me know if these are the areas you are referring to so that we can make sure we are looking in the correct area I also apologize that you did not receive a response to emails in the past, however I do not see any emails from you in the past so I want to be sure you have my email address so that I may take care of things for you as quickly as possible My email address is [redacted] @newlifeproperty.com and if you could please send me an email at your earliest convenience with specific areas that you are seeing an issue I will be sure to address those immediately Thank you and have a great day!

Ms [redacted] , I have received your complaint and would like to take a moment to respondI 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 bedroomDuring 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 wetThe room that is having this issue does also share the same wall as this utility room where the leaking was occurringThe 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 lineEach time a report to the office was made maintenance did address and repair the issueI 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***Community DirectorEden of WhitehallRanches and TownhomesEast Broad StreetColumbus, OH 43213P:###-###-####/F:###-###-####E: j***@newlifeproperty.com

Dear Ms [redacted] , We here at Eden of Whitehall strive to try to make every experience a good one for new applicants and we understand your frustration and apologize for how thing occurredFirst to address your concern in regards to “While filling out the move in inspection sheet I noticed something on the outlets that from a distance looked like specs of black moldI called in my fiancé to take a lookHe removed the outlet cover to see if maybe there had been a water leak somewhereWhen the cover came off we discovered an astonishing number of bed bug carcasses and realized the black specs were in fact bed bug fecesUpon looking further this feces was on all the outlets and most of the baseboardsWhen we opened a second outlet cover in another room there were so many bed bug carcasses inside that a clump the size of a quarter fell out.” As it was discussed during the conversation in the office after your move in walk thru all units during renovation consist of doing a clean and also painting, however it is not standard practice to remove all outlet covers or light switch covers to clean inside the electrical outletAlso it was disclosed that over the past year we have had this home occupied with no report of any issues with having bed bugs in the apartmentWe did also let you know that on March 22nd prior to your move in date the home was inspected via a certified pest control company and there was no report of an issue with this apartment having bed bugsWe also did offer as a peace of mind to you a general preventative pest control treatment, which was refusedWe also had an additional inspection completed on the apartment on April 7th and there is still no report of this apartment having an issue with bed bugsWe are confident in our decision to report and assure you that this apartment does not have a bed bug issue To address your second concern that you have stated which is that “They required a deposit to hold the unitDue to renting from a private owner prior to this they required a full months rent as depositThis money had to be payed within daysIn good faith that the unit would be fit to move our family in we paid dollars as required.” During the application process it was disclosed and you did sign the welcome sheet understanding the following terms and conditions with leasing “1/the deposit is due within hours of Approval, and the remainder is due within days” This is a standard practice in order to hold the vacant unit off the market until your scheduled move in date which was scheduled for March 4th In addition to this you have stated that “They said they had been eradicated but that we could take a look at another unit but that it was a platinum unitThe other unit was nice so we went back to the office to discuss the price and detailsUpon returning from talking with her boss the agent said they could not lower the price and would have to pay another up front and an extra a monthThis was not in a price range we were comfortable with we told her thatThis is when she told us that we could go on a wait list for another unit, of which they would not know the price of until they do the walk through, or forfeit all money paid.” In reference to this it was also disclosed on the welcome sheet that “Units with a premium upgrade such as granite, new carpet or platinum package are subject to an upgrade fee.” At the time of move in we did offer several different options, which you have also stated were offered to youThese included another ready apartment which included the platinum package, we also offered for you to go on the waitlist and that we would do our best to try to accommodate you as soon as possible, on a daily basis our availability is changing so we were confident we could have accommodated you, but all alternative options were refusedIt was noted to you that the deposit amount paid in the amount of $would be able to hold your name on the waitlist for up to a year if you so decided that Eden of Whitehall was still an option of where you wanted to liveHowever we did let you know that at this time since we were confident in the report that the unit being provided had no issues to prevent move in on the scheduled date if cancelled the deposit money is not refundableThis is also something that was signed for upon leasing with Eden of WhitehallDisclosed and signed for on the welcome sheet it states that “All approved applicants forfeit all monies paid if they fail to take possession of the apartment.” To close, we do wish to let you know that the offer for us to try to accommodate you and place you on the waiting list for another apartment to come available is still a valid offer and the deposit amount paid in the amount of $will hold your name on the waitlist for up to a yearIf you decide this is the option that you wish to take or have any further questions in regards to this please contact me Jamie M***, Community Director at the office phone number ###-###-####Thank you

Dear Ms***, I have received your complaint and would like to take a minute to respondYou have stated that you have received two 24-hour notices to enter the unit to complete an inspection for housekeeping issuesPlease understand that we here at Eden of Whitehall had every intent to complete the inspection per the two notices that were delivered, however due to the holiday and unforeseen circumstances it prevented us from completing these on the scheduled dates and we do apologizeTo also address that you have stated that your entire vacation was wasted, as previously explained you are not required to be present at the time of the inspectionI do wish to let you know that the housekeeping inspection will be completed between the time of 11AM and 1PM on Friday July 7th with myself and the assistant community directorA new 24-hour notice to enter has been delivered to the home with this specific informationI also do wish to address that you have stated a ticket for maintenance was submitted on Thursday last week for yard wastePlease be advised that per your lease agreement lawn care is the residents responsibility and it would be your responsibility to bag all yard waste is proper bags and place them at the curb for local waste pick upLast, I do wish to discuss the desired settlement that you have stated that you are planning to vacate the home in weeksI do wish to let you know that at this time we have not received in writing your 30-day notice of your intent to vacatePlease be advised that you are still required to submit in writing a 30-day notice of intent to vacate the homePlease be aware that if you have any addition questions to please contact me at the office at [redacted] Thank youJamie M***Community Director

We made the decision to not replace the carpet based on the condition of the carpet upon the move out of the previous residentIf there were stains upon move in you would have noted them on your move in condition form, and submitted the form within twenty-four hours of move inWe are addressing the pest control concern in your home, and making every effort to remedy the pest as quickly as possibleI am showing that all service requests have been completed except for two requests that we are having contracted outIt is your responsibility as a resident to report any outstanding service request to the officeThis would be the same should you have a repetitive requestAs for your personal items that have been damaged that you mention below, this would be something that you would report to your renter's insurance should you have it

Revdex.com they came and fixed the air conditioner 7/after they received the Revdex.com complaint no repairs were done any time before that on June 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]

I do show that we have completed all your service request in the systemI will also make sure that you are put on the schedule to be treated by pest control next weekPlease let us know if you need anything else

Dear MrT [redacted] I wanted to take the time to let you know that I have read your complaint and wish to let you know at this time we have already responded to this complaint in the past and have addressed this issuePlease see the below response as the situation has not changed “I wish to let you know that I have taken the time to read your complaint and review the issues that you are statingWe here at Eden of Whitehall do strive for all residents to have an enjoyable stay while living within our community and we do wish to let you know that we appreciate your long term tenancy here with us and apologize for the situation that you are stating in your reviewI do wish to address the issue that you have stated “They smoke illegal marijuana on a daily basis that fills my entire unit with a stench so strong it gives us a headache.” We do wish to let you know that by law we are required to provide a hour notice to enter a unit and we wish to let you know that we are working towards completing an investigation of this issue and will take any action we feel necessary if we find any unlawful activity occurringWe do also encourage you to contact the police when this issue is taking place in order for them to conduct a proper investigation as they are able to lawfully, in your original notice sent to the office we also do see that you have been in contact with them before and they did state that “unless there is an actual crime being committed there is very little they can do” and you also stated that “From a landlord stand point I looked into this and there might be very little you can do about what people chose to smoke in their homes”If in fact the police department are called and are able to provide us (the leasing office) documentation of criminal activity taking place in the home we here at the leasing office will take any necessary measures of rectify the issueAlso I do wish to let you know that we here at Eden of Whitehall do wish to help rectify any issues that we can or deem necessary so that your stay here with us is an enjoyable oneI would like to encourage you to contact me with any further issues so that we may work together to make you stay as peaceful and enjoyable as possibleIf you have any further questions please contact the office at ###-###-####.” Furthermore on 01/31/I reached out to you via email letting you know that I had made several attempts to call to discuss the situation and you stated that you would contact me the following day to discuss the issue and since then I have never gotten a return call to discuss the issueI will be happy to further discuss this with you if you please contact me at the office at ###-###-#### Thank you, [redacted]

The apartment that you were assigned was in good condition and ready for you to move intoIf you had request that needed to be address these would have been addressed in a timely mannerYou did not take possession of the apartment therefore your deposit would not be refundable

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.comKind Regards,Melissa E***

Ms [redacted] , After reviewing your account, I do see where you and I have had email correspondence in the pastThe last correspondence that you and I had was in October where I sent an email asking you to confirm that all request had been addressedTo date I have not received a response back from youI also see that you did call emergency maintenance to your home in December where both a technician and the supervisor addressed your plumbing concern the same day you reported itI do see that later in December you submitted a few more request that are currently outstandingPlease know that we will be addressing them as quickly as we can, and that I will follow up with maintenance on this as wellWe can only communicate with you in writing as previously mentionedTherefore, you can email us your concerns, drop a letter in the drop box, or mail a letter to the officePlease let us know if you need anything else

Mrs [redacted] , I apologize that you are having issues with your air conditioner and I assure you that it is a priority of ours to resolve your issue in a timely manner You entered a service request with us for this issue on Thursday, August 4th, and unfortunately due to the amount of service requests that we currently have, it was not possible for us to make it out and address your issue within your desired hour time frameAll requests are important to us and air conditioners are completed in the order in which they are received and I have made our maintenance staff aware of your service request so that we can make the necessary repairs as soon as we possibly can and again I assure you that getting your air conditioner working properly is a priority of ours and is by no means getting pushed to the side Thank you very much for your patience in this matter and we look forward to addressing this for you as soon as a maintenance technician is available to complete the repairs

First I want to apologize for the situation and let you know that I have had time to review and research the issueYou 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/letting you know that beginning on 08/10/we were beginning work on repairing the potholes throughout the communityYou had contacted the office on 08/12/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 beOnce the report was completed, we provided you the information for Mary Kay C [redacted] on 8/15/from our corporate office who handles any issues such as this You stated in an email on 8/12/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

I do apologize that you are experiencing issues with your apartmentWe would love to assist in a resolution and have taken the time to review all of the information above In February you made us aware of the ceiling leak in your home at which time our contracted construction team came and made the necessary repairsSince that time we had no further knowledge that there was another issue with a ceiling leak until August We have a work order in our system that indicates a member of our internal maintenance team responded on August 16, Upon investigation it was found that we would need to again contract this work out to our construction vendor for repairsYou were promptly added to their scheduleYou have had internal conversation with our staff, on October 5, 2016, that expressed to you via email that we understood your frustration in regards to your ceiling and expressed its urgencyIt was also stated on October 5, that our office had left another message with the construction vendor in regards to this issue and that we would update you when we have further informationOn October 11, a member of our staff reached out to you via email to update you in regards to this repairIt was stated that the construction vendor had supplies on order for this repair and were waiting for their arrivalIt was advised to our office that repairs would start this week of October 10, 2016, however, it seems that the supplies took longer to get in than anticipatedThe construction vendor has informed us that the materials should be in no later than the end of this week therefore, they would hopefully be able to start repairs the week of October 17, As for pest control, you notified our office the week of August 22, in regards to bugs in your basementYou were scheduled for treatment/ inspection on August 26, On this day of inspection the certified pest control company indicated on his notes that bed bug activity was found in both bedrooms of the unitThe second week of September our pest control vendor stated that they would be able to complete your heat treatment service on September 29, On September 14, our office sent you the information on the heat treatment to sign and returnYou visited our office on September 23, with a letter that stated you were refusing treatment, that you had hired an outside vendor, and that you would be deducting $from your rental payment here due to the amount you paid to a contractor you privately hiredAs promised the issue was escalated up the chain of command to ensure that this issue was properly handledOur pest control vendor re-inspected your unit on October 7, an the technicians notes indicated that you would only allow him to take photos of the corners and the bed bug spottingHe also documented that he found the spotting in the living room and bedroom and that the inspection took minutes to completeHe clearly indicated that you did not allow him to address every area of the home nor did you allow him to properly document his findings As you had expressed in writing and to our office verbally that you would not be paying your rent in full, you were told that our office does not accept partial payments and would not be able to accept rent unless paid in fullOn October 4, you reached out to a member of our staff via email stating that you had attempted to pay through our online portalYou were provided a response on October 5, letting you know that we do not allow residents to pay with check or online after the 4th of every month and if you paid your rent in full within hours of the email correspondence our office would reverse any late fees on the accountYou failed to pay nor did you follow up with our office until October 11, On this date it was again expressed to you in length why we could not allow you to pay online and that you would need to pay with a money order in full for our office to accept your rental paymentAt this time our office will not be reimbursing you the $you have requested as you privately hired someone that was not approved through our insurance company in the event damages or injury occurred during this processOur office was also not made aware until September 23, that you had a discrepancy with the findings involving our contracted pest control companyOur pest control vendor also indicated to our office that they have photos on file from their first visit along with the bagged bed bugs they removed from your homeIn addition, you were not cooperative with the second inspection and would not allow our staff to accurately assess your home in order to confirm or deny the presence of bed bug activity in your home As for the work order in regards to the flooring, you had emailed a member of our staff in regards to this issue on October 11, and you received a response in regards to this work order on October 11, informing you that the work order was entered and to expect that this repair would be made after the roof is repaired Our office is always willing to speak with you in regards to any issues you may be experiencing with your apartment as this is what we are here forPlease feel free to continue to email us in the future with any issues you may have Thank you,

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!

During the move in process a walk through was completed with one of our Resident Managers, ***, all of your concerns were noted at that time on the move in check list (i.eminor carpet stains, phone jack in bedroom, stains in tub, sink cracked, damaged trim & lifted trim) Later that afternoon on the day of move in we also had the carpet company come out and make a small repair/patch to one of the areas of concern, we also had our Maintenance Supervisor come to your home and repair the phone jack in the 2nd bedroomIn regards to the other items mentioned, these were noted on the check list; however they are not items in need of further repair but things you would not be charged for at move-out but are in good condition and therefore not being replaced In regards to the refund of all move in money, the Welcome Letter and the Rental Application states "all approved applicants forfeit all monies paid if they fail to take possession of the apartment"Jason and [redacted] representatives of Eden at Caleb's Crossing offered you the option of being placed on the wait list until another location opened up, they also advised that should you choose to decline moving in the current apartment or being placed on the wait list that all money paid would be forfeited, this would include depositsBased on this information, you chose not to take possession and forfeited all monies paid

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

Good Afternoon,Below is our response to complaint [redacted] On several occasions, we informed the applicant of our policies regarding deposit refundsYour deposit is non-refundable because we cancelled your application (at your request) less than one week prior to move inWe did review this policy with you once on your application date, and once more when we had an available apartment to hold for youIt is very important to us to have your apartment ready for the date we had agreed uponThis includes making it unavailable to all other applicantsWe reviewed the attached policies with you on 7/and again on 8/where you signed that you understoodThank you, Sam G [redacted]