New Life Multi-Family Management, LLC

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and this is where I stand at this pointMy very first communication with management was face to face when I spoke to MichaelMichael said that "he was not sure" if I would be able to terminate my lease early due to the issue, but that he would "speak with his manager" and then follow up with meHe never told me indefinitely that I would not be able to terminate itSo what Melissa stated in her Revdex.com response is incorrect.While it is true that Melissa did fairly well at communicating with me about the work orders, I did not find her original response to my email satisfactoryIt is as below: "Ms***,I regret to inform you that I was not able to research your situation in its entirety today You shared a lot of information that I'd like to make sure we address I will respond to you on Monday, April 18th, 2016, by end of the business day with updates on your service requests In regards to terminating your lease contract early, we require that you submit your notice to move days in advance of your intended move out date, we also require that all rent is paid through your notice date In addition to those requirements, you would be responsible for paying back all concessions (free rent) you received throughout the lease term, per the concession addendum signed at moand since the lease has not expired you would still owe rent until the apartment is re-occupied or until the lease expires, whichever comes sooner Should you have any further questions regarding terminating your contract before its expiration feel free to respond, I will include those answers on my additional response MondayThank you and have a good weekend.Best Regards, Melissa M*** Regional Director New Life Properties of OhioPhone ###-###-####" As you can see, while Melissa did state the terms of the contract, my very extensive email explained that I knew the terms of the contract, but I had a major health concern; one that sent me to the ER, as a direct result of an issue with the unit that was not being resolved, even with them treating itToday is 4/28/16, and I've been bit times since the apartment has been treatedI just spoke with pest control on Monday, 4/26/16, and the gentleman confirmed that, based on the pictures and his experience, they were spider bitesI should also state that my PCP and the ER doctor also stated it was a spider bite and I have documentation from the doctor that state that I am allergicI should also state that, just as I explained to Michael, I could get documentation from the doctor that state the recommendation to vacate the premises as soon as possible because it was a health risk to me and my unborn childWith me being allergic, I feel much more concern, respect, and exception should've been made on our behalfI would not, however, just not pay my rent. Besides, it's only one monthThe fact that this company does not care about its tenants and only their money is a shameThis would be an issue if I were not pregnant, but the fact that I am puts my unborn baby and I at risk, and the fact that there was no regard - not even a mention of it - in any of her responses to me is a shameMichael was also very unsympathetic and had no regard when I spoke with him about the issueI even asked Melissa in one of the emails why she was ignoring my main issue - which, my main issue were the bites, me being allergic, it being a persistent issue, and me being pregnant - and all she did was address the work ordersWhile I do appreciate her addressing the work orders, she didn't address my main concernI felt like I was getting nowhere and this is why I contacted the Revdex.comAs I stated in one of my emails to Melissa, I don't expect much from New Life Property at this point. I have lived in their apartments before, and when I moved into Cornerstone, I didn't know they were owned by New Life until after I moved in, which of course is my own fault for not doing my research prior to choosing to live hereBut now I know; I know not to ever move back hereI will say that I am glad that I got on here and opened up Melissa's responseShe never responded to me regarding the email I sent her about the utilitiesI called the office and spoke to someone about the utilities and, as you can see, they told me that I, as the tenant, would be of no responsibility or penalty for cancelling the utilities in our name early, as we will not be residing in the unit for the majority of the month of MayBut here, Melissa responded to the Revdex.com stating otherwiseWhich means that either Cornerstone was trying to be deceptive, or they don't know their job because they gave me incorrect informationAs you can see, I emailed Melissa with the information Cornerstone gave me with the full intent that, if it were incorrect, she would respond to me with the correct response, but she failed to do that as wellSo, I'll just state here that we WILL pay our utilities through our lease end and we WILL pay our rent through our lease endNeedless to say, we are looking forward to movingGod bless!

***,
I can understand your frustration, however at this time it was brought to our attention that on the night of September 1st there was criminal activity that took place at your residenceOn this police report it was documented that Mr*** is residing at that address along with ***
and three other occupants listed as living there whom are not listed on the leaseWe here at Eden of Whitehall per the lease that you signed have a zero tolerance policy for any type of criminal activityThis type of criminal activity is grounds for eviction per section twenty three of the community policies and procedures book under crime free multi-family housingTo address you frustration about your rent payment again I apologize, however we were made aware of the situation regarding your address by requesting information from the Whitehall Police department on an unrelated incident, this report was also provided to us upon the request that was madeWe became aware of the situation on 10/5/15, which was after you had already submitted your October rentOnce we were made aware of the situation we did have to take immediate actionI do apologize for the situationIf you have any questions in regards to this situation please feel free to contact me
Thank you,

I have talk the this apartment mangers and they stated since they mail it a second time it's no longer there problem if I get my refundAlso I check with the post office to see it there was any mail being held or returned and the post office said they had noneBut if they were mailing directly to my address it should come to my addressWhy can't I pick this check up from the office, and if I don't ever receive the check it is still there problem because they still have my moneyI am tired of something that can be easily fix and they just want to be rude about itI don't want to talk to the middle person anymore because they do nothing, I would like to talk to corporateSmall claims it this can't be resolved

I recently submitted a complaint about new life properties before due to my apartment flooded from my upstairs neighbors bathroom over flooding I reached out to management about the situation and all the damages that it had caused including wall damage carpet damage and damage to my clothes, nothing was done about the situation besides them poorly cleaning the carpetThe same thing happened again 3/13/I reached out again and received no answer I had to drive to the office to speak to someone they called maintenance to come out and after minutes someone came out was there for only minute and said he was going upstairs to talk to the people upstairs and he'll be back well after waiting for a while the maintenance guy never showed back up never called or anything to let me know what was going onSo this is now the second time this has happened and nothing was done

Ms***, I have spoken with the collection team, and have looked into your accountWe have mailed out several notices to you, none of which have been returned to our officeI am aware that you have disputed charges on your final account statementYour account was reviewed again, and some
charges were removedThe charges that are currently on your final account statement are valid and will remainAt this time the balance on your final account statement is $Attached you will find a copy of your final account statement

In regards to your requests for the drywall repairs in the hallway, we will schedule that to be completed next Tuesday, June 21, In addition we have addressed your concerns regarding the air conditioner (reconnected loose wiring/uni t running fine as of 6/15/16), toilet running and
toilet seat broken (replaced flapper and toilet seat bolts 5/28/16), and the faucet in your bathroom running (adjusted bathroom sink handles 5/28/16)If you are reporting these items as still in need of repair, please contact the office by phone or email those concerns to ***@newlifeproperty.com, so we can address those concerns as well on Tuesday and to collect some additional information that may be causing more issue since these recent repairs

I am showing that your request was completed on 3/14/17 Please let us know should you need something in the future. Regards, Melissa E***Community Director

In regards to your air conditioning unit in your apartment, we have attempted to repair it several timesAt this time we are going to replace the entire unit, inside and outI have scheduled maintenance to start the work on 5/15/17, weather permitting

After
reviewing your account I do see that you submitted a request for your toilet on
July 14, Maintenance respond and completed the request on July 15,
Due to this we will adjust your water bill by $as that is the daily rateI
do see that we have a service request open for
your kitchen sink/garbage
disposalI will follow up with maintenance as to when this request will be
addressedPer your lease agreement, you should submit your service request in
writing to the officeWe do accept them in writing/via the phone as a
courtesyHowever, since
you state you have difficulties reaching the office this may be an option you
choose to exerciseYou
can submit a letter in the drop box, you may mail a letter to the office, and/or
email your request to the officeAs for the amount you owe for water, trash,
and sewer from 7/17/- 8/17/is $

Dear Mr***, I have received your complaint and would like to take a minute to respond to your concernsAfter review of your final account statement I have taken the time to make a few revisions to the balance owed regarding
the rent after move out chargesIn addition to the review of the account we here at Eden of Whitehall are not showing a written day to vacant was provided to the officeIf you still have a copy of the signed day to vacate that was provided to the office we would be happy to further review the accountIn addition to this upon the review of the account I am showing the bulk of the charges upon vacating the home were due to the condition the home was left in upon turning over possession to the officeLast I do wish to let you know we are happy to review final accounts if ever a dispute is presented, however the standard procedure is all disputes are submitted to the office in writingPlease find attached a copy of the revised final account statement and if you have any further questions please feel free to email me at ***Thank you

Ms***, Your monthly rent amount is $799.00, your flat monthly gas rate is $89.00, and you have a flat monthly technology fee of $This totals to a monthly balance of $plus your water billAs you know your home has it's own individual water meter, and you are billed for
your exact usageYou did submit a concern to the office for your water bill that covered the service period from 10/17/- 11/15/This water bill was revised due to a service request for a running toilet received on 10/17/and repaired on on 11/2/You contacted the office on 1/5/in regards to your water bill that covered the service period of 11/15/- 12/14/After researching your service history no plumbing related concerns were reported by you to the office during the period, 11/15/- 12/14/16, the service period of the water bill in questionWe did not receive another plumbing related service request for your home until 12/20/Therefore, your water bill for the service date of 11/15/- 12/14/will standPlease feel free to email me at ***@newlifeproperty.com in the future should you need assistance Regards, Melissa E***Community Director

As ** is no longer an employee
of the company I cannot attest for the prior conversations had between ** and
the residentHowever, when Ms*** called in to the office and I had the
opportunity to personally speak with her in regards to the situation I provided
clear instruction to her
to assist her through this issueWhen Ms*** was
explaining that she felt as though she dropped off the payment via drop boxI
then explained that I could not now at this point check our security footage as
it only can store so much informationI did however tell her to re-send me the
email that she said she sent ** with the attachment of her receipt and I would
again be happy to look further in to this issueI did also let Ms*** know on the phone that I had looked in to this payment previously when ** was
still an employee and did not find the payment anywhere in our system which
indicated to me that it was never receivedShe was told that if our office had
made an error we would be happy to correct it as we have not yet filed
evictionShe then told me that she had issues with her Ex-husband and that she
wouldn’t put it past him to have done something to the payment she attempted to
present to our officeSo again, I asked her to look in to it and to please get
back with me as soon as possible so that I could assist her in moving forward
I also was sure to tell her in the meantime to contact the maker of the money
order and find out if the payment had in fact been cashedShe said that she
wouldMs*** then called back a few hours later and spoke with ***
Ms*** had not done either of the things I had asked her to provide us
with*** attempted to explain the same information that I had earlier in
the day but *** expressed that Ms*** was increasingly irate and was
yelling over her in conversation*** continued to try and speak with Ms
*** but also kept getting cut off and was unable to really speak to her
Because the conversation was getting nowhere Ms*** was referred to ***,
Vice President, for further assistanceTo date she has refused to contact the
maker of the money order to find out of the payment was cashed nor has she
provided us the emails that were supposedly sent between her and the previous
employee that had a copy of the receipt attachedAt this point our office does
not show that rent for July has been paid and this balance is expected to be
paid with August rental payment, no later than August 13th, 2015, in order
to avoid the eviction process
Thank you,

On Thursday, November 10th, 2016, we received a service request regarding your heater not working on. The Following day, November 11, 2016, a certified maintenance technician completed an inspection of the furnace and concluded that it was
functioning properly. In addition, they replaced the furnace filter during that visit. On Tuesday, November 15th, we received an additional request pertaining to the furnace. On November 16th, a Certified Maintenance Technician completed repairs to the heater by replacing the thermostat in your apartment. They notated that the heater itself was working fine, thus all concerns to date should be rendered complete Should you have further maintenance request please notify the office by telephone or in writing so we can continue providing prompt service

Ms*** has been a resident of Cornerstone Crossing since April of 2014, and is very familiar with the payment process and due dates for payment, including the late fee method. Per Ms***’s lease contract, she has not had an increase in fees since moving in nor did we change the late fee
method or amounts charged when changing our notification process. Since moving in Ms*** has also received a rental statement each month outlining the amount due including all misc feesIn May of 2016, Ms*** was notified the rental statement process was being changed to an online billing method, the first notification was on her June rental statement (dated 5.20.2016, copy provided to the Revdex.com), it stated that “New Life Multifamily Management will no longer be sending statement after the July 1st billing.” Along with this notation the following information was also shared, “Please see additional information on this fee and how to access your account details at www.newlifeproperty.com.” Please note the week ending May 27th, 2016, Ms*** also received a notice at her home specifically outlining the new Welcome Home Resident Portal (copy provided to the Revdex.com), which outlines the new payment methods online via the portal. Again on Ms***’s July rental statement (dated 6.22.2016, copy provided to the Revdex.com), the following was listed in the Property Message post, item “***LAST STATEMENT*** New Life Multifamily Management will no longer be sending statements”, including another reminder to access their information on the website, www.newlifeproperty.com. Based on this information Ms*** was given ample time to call or stop by the office with questionsThis portal now allows Ms*** the ability and convenience of easily accessing her rental account balance due in real time on the website, www.newlifeproperty.com, with all applicable fees included at her leisure If Ms*** needs assistance in setting up her information we invite her to come by the office and we will assist her in any way we canMs*** makes mention of having outstanding service requests as well; however we do not have any outstanding service related items on our endIf Ms*** would like to provide the details of those items we will get them addressed promptly. Thank you Kind Regards, Melissa M*** Regional Director, New Life Properties of Ohio

We have reviewed your account, and currently do not have any open request for your homeWe did have a request in for your hot water tank that maintenance did addressThere were no leaks found when maintenance completed this requestIf you currently have any outstanding request please submit them
to the office so they can be addressedYou can either submit them to the office in writing, email, or we can accept the request over the phone as a courtesyShould you have any community concerns, such as the concerns you stated in your complaint, please notify the officeYou can use the same methods as mentioned above for service requestLastly, we did look at your account, and have found that your May payment was received on May 9, We date stamp all payments the day they are received, and charge late fees accordinglyAs of May 9, you owed a total balance of $A payment of $was submitted leaving a balance owed of $As of June 4, you had a balance due of A payment of $was submitted leaving a balance of $We did find that there was an additional $charged to your account in error in June 2016, and have made the corrections as you can see based on the current balance owed on your accountWe apologize for the inconvenience this causedAgain, should you have any service request that needs addressed, or should you have any community concerns please direct them to the office so they may be addressed

Ms***, I do apologize for the situation and apologize if there was a misunderstanding or miscommunicationAt this time I wish to let you know that we will in fact continue to replace the 4ftfluorescent light bulbs that are
the main light source in your kitchen; however we do want to let you know that any other light bulbs including the small fluorescent light that is above your kitchen sink will still be your responsibility I also do want to address that you have stated “I have been complaining about the lights in my kitchen needing to be replaced since December of 05.” After review of the work order history I am showing that we received a call to notify us of an issue with the kitchen light fixture on January 20th and that same day we came and replaced the fluorescent light bulb, and since then we have no longer received correspondence that there has been an issue with this light fixture until now Again I do want to apologize for the situation and let you know that if at any point in time you wish to get a copy of the community policies and procedures, a copy of your lease or if you simply have any questions you are welcome to contact me at the office at ###-###-#### Thank you Jamie M*** Community Director

I know you have had email correspondence with the staff, and to my knowledge your rental account has been explainedHowever, I would like to clarify your account balance for the month of September below.Remaining balance from August (water bill from 6/16/15-7/16/15):$82.56September Rent: $549.00September Flat Gas Rate: $45.00Water Bill (7/17/15-8/17/15) and Utility Fee:$3.00Total Due as of 9/1/15: $726.71Payment Submitted on 9/2/15: $681.00Difference of balance and Payment received:$45.27In the email correspondence we did explain that the adjustment of your previous water bill was made after the first of the month causing you to receive late fees due to the balance not being satisfiedThis caused you to receive letters that you mention belowYou did remit an additional payment of $on 9/21/We did remove all late fees from your account due to our errorAt this time you have a balance due on your account of $Please note that late fees will continue to accrue at a rate of $per day until the balance is satisfiedPlease let us know should you have any additional questions

We are not trying to keep your deposit refund from you by any
means. Your deposit was approved to be issued on July 22, after we
received your final charge from *** Gas. The deposit was mailed out
at this time to your current address of *** *** *** Drive South,
AptB,
Columbus, OH 43213. Once you informed us you had not received the
deposit, we researched the check and found out it had not been cashed. As
of Wednesday, August 26th, a new check was issued to the address
listed above and you should be receiving the money any day now

Well, again like I said I didn't receive anything about the new website, and when I just recently called and spoke to someone I told them the same thing that I haven't received anything did she say oh I can help you with that, No she didn'tI'm sick of this complex the apartment is falling apart it's completely ghetto, the rental office workers are terrible and you can't even get real professional maintenance people that can come in a fashionable time to come fix thingsWhen they do come they do half as work but you guys always want your rent on timeYou and your workers don't show compassion, you always try and find some way to blame the tenant and your organization doesn't take responsibility for their actions and mistakes again you will blame the tenantYou guys are forever losing people's rent or stealing itI think this organization is a joke and instead of Landlord you are slaylordsI can't wait to move so I have to deal with this organization ever againI think there should be an investigation into this organization to see why there are so many complaintsAlso I like to add I don't pay my rent online and with this new website I hope your not going to try and charge me extra if I pay by money order because you like to add fees for just about anything because you won't get it

We are very sorry to hear you are unsatisfied with your apartment here at Lake EdenWe work diligently to provide Peaceful and affordable living to allIn regards to the Pest control issues, we had your apartment Scheduled for a Treatment on 09/13/for which we delivered Preparation and
Authorization lettersThe letters state the we need the Signed Authorization turned in to the office no later than hour prior to your service date or your Treatment would be cancelledWe did not receive the signed authorization until 09/14/2016. That appointment was cancelled as we would have needed to receive the letter by 09/10/at the latestWe then rescheduled your home for Service on 10/13/There was an error with Scheduling and that service was cancelled due to no fault of your ownI apologize for that and we now have you scheduled for 11/15/We have spoken since and you have stated that you are happy with the new date and agree to stay in the apartment as long as you are treatedYou stated that you would be in on 11/02/before 6PM to turn in your signed AuthorizationI consider this matter resolved and hope that you feel the same Have a great day!