New Life Multi-Family Management, LLC

Dear Ms***, We have received your complaint and would like to take a moment to further explain the policy set forth in the completed Welcome sheet and applicationUnder the section of the application
authorization number three it states "I/We understand that all security deposits collected will be retained by management if this application is approved and I/We am unable to fulfill the conditions of occupancyLikewise, the following will also result in the retaining of any security deposits collected: Cancelling your application after approval has already been given"For further documentation of this please see the attached that was signed by both parties on 10/07/If you have any further questions please feel free to contact the officeThank you

Ms*** contacted the office at the end of May as mentioned in her complaint and placed several service requests, all of her requests were addressed timely, most the same day as they were receivedFollowing the timely completion of those service calls we hadn't received any additional
requests from Ms*** until this month, to which we placed a service request for on, August 1st, 2016, for the toilet runningMaintenance responded to the service call on August 3rd, 2016, made the repair promptly and has since resolved the concernAs of today, Wednesday, August 10th, we have not recieved any additional calls or reports that further service was needed regarding this specific issue

I apologize you have had continued issues with the wildlife
getting into your attic. I sent our maintenance supervisor over to take a look, he was able to remove a raccoon from the attic and will set a trap in case there are any more in thereOnce we are certain all
have been trapped and removed, we will seal up any holes so they can't re-enter If you continue to have issues with
this, please give me a call at ###-###-#### or you can email at ***@newlifeproperty.com
Again, I apologize for any inconvenience

Greetings!
Thank you for your reply and your overall patience as we remedy this service ticket for you!
We’re happy to hear that you’ve had excellent
service via phone and we’re hoping to hear more of that as you continue
your tenancy with us (for you, over a year now)
I believe much of the confusion arose due to the fact that you submitted this Revdex.com complaint (the 18th) after your leak was addressed nearly a week prior (the 12th)The certified maintenance technician that serviced
your leak on Saturday the 12th explained to you that we wouldn’t be able to address the drywall until after it had dried
It’s frustrating not having an immediate remedy;
however, we cannot address drywall while it is still wet and it takes
time to dry
I apologize if you felt that we hadn’t communicated
better with you, but we have multiple documented calls and e-mails to
you where we never received a reply
As our Assistant Community Director stated to you
today via phone, an independent contracting group will be servicing your
drywall todayOnce all repairs are complete, we’ll be happy to have
certified carpet cleaners come in to deodorize,
sterilize and clean your carpets!
Thank you again for your tenancy!

Greetings Valued Resident,
Your apartment was confirmed to have bed bug activity on 07/08/
It is company policy that anytime a household
has confirmed pest control activity that we move as quickly as possible
to exterminate and eradicate the pestsBugs & Bees recommended that
we
complete a treatment on your apartment
We recently transitioned to a new company,
*** *** *** is a New Life Multi-Family preferred vendor
They employ certified pest control technicians and is also licensed and
insured
Your household was served a
preparation/treatment letter, which you signed, acknowledging that you
had an infestation and that you were accepting responsibility for the
cost of the extermination
We apologize that you haven’t received an e-mail
back*** *** is receipt of your e-mail, but unfortunately is
experiencing a server issue at the timeHowever, you did speak with the
head of pest control Wednesday afternoon in the
presence of both his team and our office
We are not obligated to provide you with any
further information than what you were offered in regards to *** ***,
however, the office has been diligent about responding to your
questions, concerns, and giving you the opportunity to speak
to the technicians that attempted to treat your apartment
We’d be happy to address the mold in your
apartmentDespite our multiple e-mails and multiple phone
conversations, you failed to mention that there was mold in your
apartmentYou submitted a work order on July 02, about a leak
in your storage closetCertified maintenance technicians arrived to
your home the same day and repaired the leakHowever, the office has
not been made aware that you needed further service
In the future, please communicate with the office when anything in your apartment needs to be serviced
Thank you!

Greetings Valued Resident, We are deeply saddened to hear of your dissatisfactionYou maintained an exceptional rapport with the office during your occupancy here which extended a month past your lease expiration. You even reapplied for a bedroom under your own nameI cannot imagine
how your experience could have been so dreadful as you didn’t vacate immediately following the expiration of your lease and even put down a deposit to stay on the community for an additional year. You had constant electric communication with the Community Director of Eden of Easton throughout the entirety of your lease, and to our knowledge, none of your items ever went unaddressedIndeed, the first negative feedback the office received from your household was when you received your Final Account Statement for move-out charges and your dispute was denied. Per your request for Desired Settlement: as previously stated in your dispute, both you and your roommate signed a lease stating that you received a laundry card and two wristbands upon mowith a $50/item rekey feeThe office only received one wristband and no laundry card upon move-out. It’s standard company policy that all move-ins are issued a laundry card upon move-in We cannot amend a charge for replacing items that you signed affirming that you had received, would maintain and agreed to return upon move-out. In regards to your carpet, you stated in an e-mail to the Community Director that your roommate had spilled litters of Mountain Dew over the carpets (photos were sent to you) which had stained them severely. As stated in your dispute, your charges are legal, valid and standWe will not be amending them. Thank you again for your tenancy!

In our email correspondence last week in regards to the patio blinds you stated that the blinds were broken, and you requested they be replaced. We explained that we could replace either the individual slats and/or the entire set at your expenseYou declined the new set and/or replacement
slatsWe then suggested other alternatives that you could take advantage of, iepurchase a new set from a local store As you were still unsatisfied with the outcome, we requested that you provide us pictures of the broken slats due to the information you provided, stating they had dry rottedBased on the pictures you provided to the office, we determined that the breakage was not due to wear and tear and the blinds appear in good condition In addition further research confirmed that we replaced the entire set of blinds, in June 2013, free of charge, due to you living within the community since February Therefore, we will be more than happy to replace the individual broken slats or replace the entire set for the fee that we previously discussedPlease contact the office should you wish to go this route

You have had a plumbing issue in the kitchen on three occasions, and we
had maintenance out the same day each time it was reported to unclog the
drains. During this process, we had to cut a whole out of the wall in the
hall bathroom to have access to the pipes. At that time,
we created an
access panel for this area. As of October 1st, we painted the
access panel to match the walls in the bathroom per your request. In
addition, you have contacted the office on three occasions stating there is a
black substance on the walls in the master bedroom and closet. Upon
inspecting each time, we were unable to find the black substance
mentioned. On September 30th and October 1st, the
maintenance supervisor and community director inspected the entire apartment
for the black substance but did not find evidence of such. As of
September 30th, we had contractors working on the patio above your
apartment to help prevent a leak from occurring around your patio doors which
could have been contributing to moisture in and around the patio doors.
If issues should arise in the future, please contact the leasing office
immediately to report the problem

Ms***, After reviewing your service request history as well as call logs, we have found the below information On Sunday, 03/19/about 6:57am you notified on-call maintenance that there was water leaking from your ceiling into your homeThe on-call technician was already
in route due to receiving a call from your upstairs neighborThe on-call technician finished the repair around 10:30amWhen the on-call technician arrived to your home around 10:35am he attempted to clean up some of the water in preparation for the professional carpet cleaners to arriveDue to your behavior and language the on-call technician called his supervisor, whom you ended up speaking withAfter speaking with the on-call technicians supervisor, the technician was able to complete the preparation, and left your home around 11:40amYou then called the on-call technician around 1:27pm stating that you no longer had heatThe on-call technician responded to and completed the request by 3:10pmYou then called the on-call technician again around 5:24pm stating you did not have hot waterThe on-call technician responded to the call at 7:45p, due to him actively working on an emergency call, and completed the request by 8:05pm. On Monday, 03/20/17, you contacted the office stating your heat did not workMaintenance addressed this request same day On Tuesday, 03/21/17, you contacted the office stating there was a leakMaintenance did go out to your home, and again had to contact his supervisor due to your behavior and languageThe supervisor instructed the technician to leave your home, and that he would be out to look further into your request. When the maintenance supervisor came out he was able to confirm that the leak was corrected on 3/19/17, and that it was residual water Regards, Melissa E***Community Director

Greetings Valued Resident,
We stand by our account of the events as described in our previous Revdex.com responseYour household met with the Community Director and the conversation was witnessed by a Resident ManagerThough you failed to disclose the fact that you were recording the conversation with your phone to the parties during that meeting, both parties were aware of the recording
Both the Community Director and Resident Manager asked specifically for a list of items that needed to be addressedIt was at this point that your household requested that your A/C be checked, that the mold be remedied, your trip fee for failure to properly prepare for treatment be disputed and a copy of your ledgerBoth the Community Director and Resident Manager asked multiple times what else your household needed
Not once, as will be verified by the recording, did your household ask for the carpets to be cleanedNot once in any of the following e-mails correspondences did your household request a carpet cleaningAs stated in our previous response, we became aware of this request from your previous Revdex.com complaint
We have over two dozen electronic correspondences from your household in regards to multiple items since 7/2/15, and none of them indicate issues with mold nor a request for carpet cleaning to either the Community Director or your Resident Manager
We have heard no complaints from your household regarding any maintenance issues until you received a trip fee from the office for failure to properly prepare your household for a treatmentWe would like it to be noted that we have still been unable to treat due to scheduling conflicts on your end

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

how things are stated in this RESPONSES because that isn't how things transpired, no one said to me anything about having a Pest control peoblem, what was stated was "your unit isn't they still have to paint and add carpeting as well as reinstall the countertop and it would be about another month before it's ready, but we have another unit that is movein ready" and I asked if I can see the unit and I was told yes I could they gave me the address and told me to drive by and let them know what I thinkSo thats what I did and it was bad it needed work doneSo I told the office that their was no way I am going to pay my money monthly to stay in a dump like that and that I want the unit that I was showed the one I signed up for the one I put my money down onThe office had then let me know that they have another unit available, and that I could go and see that oneWhen I went over their work was still being done on it, but from what I i could see it was better then the last oneSo I went back to the office and let them know that one was betterShe stated how much it would be monthlyI asked for my money back because that was way more then I wanted to payI was told that I wouldnt be able to get my money back because they have units available and that I was refusing to accept a unit so I forfit all money, and I signed the welcome letterSo I was going to take the dump unit because I really couldn't afford the better one with the upgradesWell I was told that that unit wasn't available anymore even though I just seen it that same day looked at both now a few minutes later it's not available, so now I have no choice but to take this unit I know I can't afford or lose all my moneyso when you say we agreed upon this unit and terms and what not, no I didnt I agreed to the unit I originally pick and was forced in something I didnt want, but thank for responding nevertheless

Hello, To whom this may concern, I have already
put in a complaint through the Revdex.com website and wasn't able to respond to the response I got from the new life propertiesThe rental office has not yet addressed all of the issuesIf someone can help expedite the work that needs to be done would be greatThank you

From: Chris PunchesDate: Fri, Feb 5, at 12:PMSubject: Re: Potential Escrow: Refusal of RentTo: Jessica Hale Cc: Alan *** , Kathy Cochran , Melissa McNeely Revdex.com: Please add this notice to the case ID 11121406 -Jessica, Melissa,Below is the recording from the inspection:http://www.surroindustries.com/2016-02-05_LakeEden_inspection.mp4It looks like there was still some coconut shavings in the sink and crumbs on the stove from last night's dinner, but nothing really evictable.Sherry got her photos taken while she audibly sang the death tones from "Beethoven's 5th" as a taunt throughout her inspection and even had the audacity to claim that this was a follow up to a day notice to remedy that never existed except in Lake Eden's files to bamboozle a tenant -- You'll be receiving notices in the mail reflecting this but I'll just make this really clear in an email as well:Re: Property Management Agent SherryWe don't want Sherry back in our home. She's not welcome. You have other staff. Due to her continued behaviour that is shifting from overtly aggressive to passive aggressive after complaints and even into the unethical and illegal now, we will be forced to seek injunctive relief that will legally prevent her from entering if Lake Eden does not allow us to work with anyone else. I mean this, I mean it enough to tell you my intentions if you do not intervene. There are recourses to prevent this kind of trouble for a tenant and particularly when dealing with a property management company.Just yesterday on recording I very plainly explained that we don't want to work with Sherry to the director, Jessica, so instead of addressing it, Jessica sends Sherry for an inspection designed to support an illegal eviction to follow up on her vendetta. We want Sherry fired for this series of events. We want her fired todayWe want her fired now.While we can't force you to fire her, be aware that she is generating liability for your company and we are considering our options with an attorney on Monday regardless of whether an eviction attempt ensues or not. While we'd like to avoid this, the fact that Regional Director Melissa has remained entirely silent while we beg for intervention, the fact that Jessica refuses to protect her tenants from this kind of practice, and the fact that we now cannot trust any legal documentation or good faith from Lake Eden at all since they obviously support this kind of thing, we may be forced to without some course correction no Lake Eden's end.In addition to injunctive relief to protect us from further aggression from Sherry, I am advising you via email now as I have advised in our cease and desist pending service to you, it is clear that your intention is to fudge the numbers with our recently paid rent to misrepresent the status of our account, and I am strongly, strongly advising you to quit this behaviour immediately or have an attorney reach out to me to discuss the settlement options that I am willing to make available to you.I am bitter about these events, but I am willing to work with Lake Eden if I see even a shred of effort from Jessica or Melissa to do what responsible landlords do when their staff begins to behave this way

I am very sorry you are experiencing these items in your apartment and it is a priority of ours to make sure all items are resolved for you in a timely manner. I am sorry for the delay in scheduling your roof repairs and will be sure to schedule your apartment for both roof repair along
with drywall repair on the inside of your apartment the very next time I schedule work with our contractors. They are currently finishing repairs elsewhere and as soon as they complete those repairs I will immediately direct them towards your repairs. As for the animal issue you are experiencing, we have set traps attempting to catch whatever you are hearing and have not been able to catch anything as of yet. We will continue to set traps and use different bait to try and catch and rid of whatever is causing you discomfort and will be checking the trap on a daily basis to make sure we are doing everything we can to resolve this issue for you. Tell us why here

I was told that my bathroom floor would have been taken care of there was correspondence with that as well as the issue with the gate in the backI shouldn't have to keep requesting the same thing when you all ready know it needs to be taken care ofAlso yes they did come to handle the flooding but how many times had I said that something is wrong with that piping and I have a constant puddle in my basement and nothing has been done to take care of itNow my belongings are damaged so what is going to be done about thatYou keep going around the carpet issue and I don't know why and why has pest control come and I now have roaches? You can tell me anything but there is no real action being done

The water leak in the living room area came from a pipe leaking inside the wall. Our maintenance technicians have repaired the leak at this time. The drywall has been patched and our technicians will be completing the work on July 1st with the repainting of the wall. In addition,
the carpet in your apartment was extracted and then cleaned/deodorized by professional carpet cleaning technicians

It's not a matter to " if there was a misunderstanding" no your employee *** told a bold face lieShe stated that she had received my medical certification and that her boss name was Arron and he approved it and put it into my fileThis was on 6/27/She stated maintenance will be out later today make sure an adult is homeThen I told her thanks and I had to go because the doctor was beeping in on my lineAt that time my doctor asked if I needed anything else and I said no the office just confirmed everything was fineWhen I got off the phone with the Dr *** called and left a message saying "oh im sorry but we did not get you cert"So you see that's far from a misunderstandingI do not trust her and do not wish to further deal with a property manager that will lieIf you can lie to me how can I trust to bring issues and concerns to youYou office should had honored the maintenance service request that day because your employee guaranteed it. I have not stayed home and when I went home on 6/29/to check all the maintenance did was put a new cover on the thermostatIt is still not blowing cool airThey should revisit the problemI do thank you for the email addresses

You reported a water leak to the office on July 13th around
the laundry room/living room area.  Maintenance was sent to the apartment
to address the issue and determined it was coming from the condensation line
from the air conditioner.  The water meter was read on July 16th
and...

read 73 CCF’s.  You requested maintenance come back out again on July
29th and we found the shower stems leaking in the upstairs
bath.  This was repaired that day.  On July 29th, we read
the water meter again as it read 77 CCF’s.  There was a difference of 4
CCF’s used in the two week period.  We again read the meter on August 4th,
and on this day it read 78 CCF’s.  The meter was read again on August 7th
and the meter read 80 CCF’s.  The meter was read again on August 14th
and the meter read 82 CCF’s.  The difference in the two weeks after the
shower leak was repaired was 5 CCF’s.  The before and after usage was
almost identical, showing the leak was so minimal it was not having an effect
on the water bill.  The $240.00 water bill you mentioned was adjusted per
the conversation you had with the Community Director to $120.00, half of the
original bill.

We do apologize that you are still having unpleasant experiences. We are doing the best on our end to maintain a peaceful environment for all residents. We provide courtesy patrol to minimize crime in our community.  In the event,  you notice any suspicious activity on the property please...

report it to the office. Any leads of that nature could potentially assist us to have more effective results. In the meantime, still call MPD and file your complaints. As far as your late rent payment; I appreciate you giving us notice of your late payment , but rent is due by the 5th and evictions are filed on the 12th.  Unfortunately, failure to make a full rent payment within required timeframe is grounds to file eviction for non-payment of rent.