New Life Multi-Family Management, LLC

In response to Ms. [redacted]  recent Revdex.com complaint regarding the air conditioner in her home, we have made some minor repairs to the system in the past in order to ensure the system was running efficiently and cooling Ms. [redacted]’s home.  At this time we do have a new request for service...

received, Friday, May 5th, 2017, we will address this request promptly, weather permitting , as it is not of an emergent nature.  Thank you

At this time, we encourage Mr. [redacted] to contact the new management company responsible for Cornerstone Crossing Townhomes with regard to his requests for service.  Mr. [redacted] received notice of this change on Thursday, March 16th, 2016, (copy provided to Revdex.com).  Thank you. Melissa...

M[redacted]Regional Director

Mr. [redacted], We have reviewed your account, and I am showing that maintenance was out to your home on May 25, 2016, the same day that the roof leak was reported. We also found that there are currently two open requests. One is for your air conditioner, and another for your cabinet. Should you...

have any additional concerns please report them to the office so they may be addressed. Regards, Melissa E[redacted]Community Director.

They are stating that they couldn't find mold or leaking when the tech came out but I have a letter that was left on my door by the tech that he sprayed the mold in the dish washer and he sprayed the mold in the basement, also another tech came out last week for the damage that was done to the wood under the sink when the leak first occurred. He stated that the wood was damaged but there was no need for replacement because the previous tech also tided the hanging wires that my connects my garbage despoil and dishwasher together so that the water flow smooth and my dishwasher wont keep getting standing water in it. He also checked to see if the mold issue was handled and he states the previous tech did spray but he should had also brought some thing out that they put inside the dishwasher to clean all that dirt and mold out from the standing water. so for them to say they didn't find any of the issues I mentioned which I said the leak was the first issue I never mentioned the leak still happening I said MOLD AND STANDING WATER WAS IN MY DISHWASHER. Again I feel like some type of compensation needs to be given period for the fact that even the pest control tech had pics of the mold and standing water before the tech came out and sprayed and tied everything up on 2/24 because this issue caused myself and my son to become ill and work missed which also lead me to get an eviction fee due to my rent being late cause I couldnt pay on time due to me not having the money cause I was missing work for this health issue.

I do apologize for the situation and can understand your frustration. I want to address the first concern that you have stated “My air conditioning unit went out on 6/26 and it was over 90 degrees. I called emergency maintenance and was advised that per my lease it states if it's not medically...

necessary they can't come out after hours only during business hours. They said I needed to have a medical certificate on file. My son has complicated asthma mid you and I was never informed of this nor did I find this in the lease agreement. Monday my child's provider faxed over a med cert during business hours and I requested the issues fixed. Again I was told it not an emergency and this was during business hours.” I want to let you know that after review of the service history I do see where the work order for the A/C was called in to the emergency maintenance line on 06/26/2016 at 1:49PM and per the recorded message it states that due to a high call volume we are unable to complete the request for A/C’s after hours unless it is medically necessary. At that time the maintenance technician that was on call did verify that at the time when the order was called in for the A/C there was no medical documentation on file. It was confirmed to you via the recorded message and also the maintenance technician that the work order would be put into the system and that we will make the repairs a priority during normal business hours based on our maintenance team’s availability. Again due to high call volume for A/C’s and with no medical documentation still on file this work request was pushed to the next day and was confirmed completed on 06/28/2016 at 11:48AM. I also do wish to address that you have stated “I was never informed of this nor did I find this in the lease agreement.” I do wish to let you know that per your community policies and procedures book under section 4. Service it states that “Emergencies are as follows, but not limited to: No heat (when outside temperature is below 55 degrees Fahrenheit), no hot water, broken pipes and/or running water, securing door and/or windows, fire damage, clogged toilet when only one toilet is available (**if you have more than one toilet, service is not deemed an emergency and can wait until the next business day, unless the problem created flooring or is clogging waste water in other toilets and/or sink.)” As a courtesy we were completing A/C units as an emergency if it did reach over 85 degrees outside and will continue to do this during regular office business hours, however the policy that AC units are not an emergency is not a new policy that has been implemented. We here at Eden of Whitehall are working hard to ensure that everyone’s stay here with us is enjoyable and a comfortable stay and we will still try to continue to make sure that A/C units are a priority, but we cannot guarantee this going forward.             Next I do wish to address the concern that you have stated “I spoke with several reps that were rude and didn't care about my urgent complaint. I spoke with a lady named Chisten later on Monday she advised me that they had received a med cert and her immediate SR put it in my file and that maintenance would be out later the evening. The line beeped and it was my doctor calling to confirm nothing else was needed. I clicked over to speak with the Dr and told her everything was fine now. The rep at Edens of Whitehall called back and stated that they had not received anything and regret to tell me again they wouldn't be out to fix the AC. I requested the issue to be fixed especially since she had just informed me her boss okayd the request and updated my file.” Again I do apologize for the situation and if there was a misunderstanding or a miscommunication, again as stated above at the time of the call we did verify that there was no medical documentation on file and during the conversations that were had with the office staff on Monday we did confirm that we did not receive any medical documentation until 7:05PM on 06/27/2016 and was stamped received and verified via office staff on the morning of 06/28/2016 and at that time we did process the request for the A/C to be an emergency and confirmed fixed that morning.             Last I do wish to discuss the concern that you expressed in regards to “I requested an email address to have proof of further correspondenceand was told no. I'd like my ACCOUNT fixed,and a written copy of this policy that is in my lease that I'm not seeing , formal apologize for the treatment I received and the ability to use email correspondence going forward as fax and phone calls get ignored and over looked.” I do wish to let you know that we are happy to provide you with an email address to be able to use for further correspondence and again apologize if there was a miscommunication, going forward you can email one or all of the listed people. Your resident manager is Christina Myles and her email address is [email protected]; you can also email myself Jamie Mason at [email protected] or Aaron Justin at [email protected]. Also in regards to “I'd like my ACCOUNT fixed,and a written copy of this policy that is in my lease that I'm not seeing” I have verified that maintenance has completed the work on the A/C, and let you know that if you are still experience issues to please contact us so that we may process another work order to have this checked. Last we are happy to provide you with a copy of your lease agreement and also a copy of the community policies and procedures book if you come to the office with your photo ID we will be happy to provide these to you. Again I do apologize for the situation and if there are any further questions please feel free to contact one of the above email addresses.   Thank you,

Ms.
[redacted],

I have followed up
on your basement request, and was able to confirm that the repairs were
scheduled to start April 20, 2016 - April 22, 2016 with our contractors. Due to
the weather we were unable to complete the outside portion of the repair, but
did make temporary...

repairs to the home in the meantime. Please let us know if
you have any additional request to your basement. Best Regards, Melissa
E[redacted]
Community
Director

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

They always make it seem as if they care and as if they're on top of things when that's not the case. Maintenance sucks and the rental office does not care. They always give you the run around when it comes to getting repairs done. It shouldn't be such a hassle to have things done. I would not advise to move here. Now I see what people meant. I tried to give them the benefit of doubt. I can't wait until my lease is over.

It took days for them to fix the hot water and this is for response since May in regards to the billing. This company realizes it made a mistake and charged me an extra $10 they claim has been corrected but hasn't looked into the extra $20. If it's possible to make a mistake once it is twice. This company is far from flawless and there needs to be a dispute process for something like this. You've just adopted in 2016 to make rent payments via online method which would avoid this process, complaints and confusion. Since this has just been implanted how can I dispute the fact I made my rent payment on time for the amount on the money order exactly for the day I put it it in the drop box with a camera on it? This isn't fair to me the consumer. Big company is right and customer is wrong? Someone needs to investigate my claim this isn't fair I shouldn't have to pay extra money for your mistake. Whoever worked That Saturday did not process my payment, not my fault and I should t have to pay for it. Why is there a camera on the Dropbox? Does it work? Use it I made my payment on time and am not responsible for that balance. I've paid late fees that far exceed that as you can see in my history. The problem is this is not my fault. How can we correct this? What's the process when this happens? I also have "time stamps" and statements that say otherwise and your cameras. What's your proof? Entry level lease reps that are hired and fired way too often to care about the job?

Ms. [redacted],  Upon our recent inspection there was no mildew/mold found within the dishwasher, cabinets, or in the basement. However, maintenance did spray a preventive treatment for you due to your concerns. Should you have any  outstanding request that need address, please submit them to the office.  Regards,  Melissa E[redacted]Community Director

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.

Maintenance was out to your home today, July 13, 2016, and added the needed freon into the air conditioning unit. At this time everything is functioning as it should, and we have no open request for your home. As 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[redacted]) along with your resident manager (Renan M[redacted]). You may deliver a notice to the office via the drop box or mail, or you may email us. You will want to include all of us to if you choose to email us. Our email addresses are [redacted]@newlifeproperty.com, mm[redacted]@newlifeproperty.com, [email protected], and me[redacted]@newlifeproperty.com.

Our office has taken the time to investigate this complaint and
complete all of the needed research. Below is an itemized listed of the
complaints and the action take to correct each complaint listed:
 
1.    Staining
of wall and ceiling – it seems as though this...

issue has not yet been documented
with our office so I have placed several separate work orders for each room
with this issue. These work orders will cover the issues with her living room,
spare bedroom, and closet. Our onsite technician will visit the apartment and
determine the work required to make the needed repairs.
2.    Shower
head and toilet pink- this issue has not been reported to our office prior to
receiving the written complaint but a request has been entered to see what we
can do to accommodate the resident in regards to this issue.
3.    Mold in
the shower- while the resident stated it took some time for this issue to be
repaired it seems from what is written that this issue no longer exists. I have
not entered anything for this request.
4.    Beeping
in apartment- Other than the smoke detector batteries nothing else should be
beeping in the home. Per the lease agreement the resident is required to
replace the smoke detector batteries while occupying the unit.
5.    Movement
in attic- This issue has not been addressed with our office prior to the
written complaint. However, I have placed a work order for our tech to insert a
trap in the attic and attempt to capture any critters that may have gained
access. This trap will be checked every day including weekends either until
something is caught or the trap is removed. The attic will also be inspected
for any holes or exterior access points.
6.    Medical
attention- our office was unaware of this information until the written
complaint. We would like the resident to provide further explanation and
documentation in regards to this issue so that we can best assist in a
resolution.
7.    Pest
control- our system does not indicate that the resident has expressed any
issues with pest control most recently. The last reported pest control that we
have documented in our system for this address was on November 25, 2014 and
nothing after. However, because she expressed an issue with pests in her
complaint we have placed her back on the schedule for treatment on October 27,
2015.
 
Based on the above information and the research completed it seems
as though many of these issues have gone unreported until now. We are
absolutely working diligently to ensure that all of these issues are rectified
and are happy to accommodate the resident in any way that we can. We are also
confident that all of these issues are issues that can be resolved and resolved
in a timely fashion therefore a release of lease will not be issued at this
time.
 
Thank you.

We did not even move in and we believe we should at least have gotten the first months rent back. We were not offered to be put on no waiting list for another apartment and when we asked when the repairs were going to be made she told us she couldn't tell us. I am greatly disgusted and you are trying to rip us off. We at least request the money back paid for the first month. The negligence was on eden at calebs crossings behalf. If we do not at least get our firsts months rent back we will be seeing you in court

Dear resident,
 You came to the office on June 22, 2015 and spoke to the Assistant Community Director about the roof leak in your apartment.  On this day, the Assistant Community Director and Maintenance Supervisor personally came to your apartment to clean up the area where the roof leak...

was occurring.  The actual roof repair and inside drywall damage had to be completed by a third party contractor which happened on Friday, June 26th.  Both the roof and drywall inside have been repaired at this time.

This stuation is created by the Avalon Place Office Staff and it is not related t [redacted] scheduling or related to the bedbug treatment. This is simply about them lying to my face and puting me through a difficult time. I gave them a chance to settle this with me, but if they are not willing to, I would like to take the next steps that are required.

As Ms. [redacted] is aware we replaced the refrigerator in her home this week.We will also be replacing the bathroom tile in her bathroom next week and will send notice the day prior to her appointment so she can prepare.  We were unable to locate a leak present in Ms. [redacted]'s bedroom therefore no repairs were necessary. Thank you

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, 2016 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 24 hour time frame. All 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.

that makes no sense that I have to keep submitting the same request that you all ready know about and every time I have a request they are always "complete". But I don't even care anymore. Its so frustrating its draining. I'm tired and as far as my items that should have never happened because I mentioned multiple times about that water in the basement. But whatever I'm so irritated because its not right but apparently I'm never going to get anywhere. I suppose I have to live with all that trash that was was dumped by my back door too that was dug into by animals on top of that uncomfortable hole in the gate that was never taken care of. But whatever

It DOES NOT state in the lease, or addendum, that if I move out early, or "terminate the lease", that rent for the last month or any month remaining is due when I turn in my keys. IT DOES NOT STATE THIS SPECIFICALLY and will not hold up in court. IF it stated this specifically, then you would have a point. You did NOT point out specific portions of the lease or addendum, but just told me that it was in there, but since nothing you tell me orally is binding, what is the point of me even pointing this out? Lynn and Mary BOTH told me it would not be taken out until October, if they had told me that, I never would have given a 30 day notice when I did, and would have paid two months in rent for October, while living all the way in Cincinnati. I do not take money lightly, and If I had been given the correct information the first two times, I would not have gotten hit with this $1,300 fee. I was told my name would be on the lease until the end of October, UNLESS it was rented out. I understand what it says in the lease, but if it does not state this "rule" specifically, how is anyone to know? I know most people won't take legal action because they cannot afford it, but I will If I have to because this is ridiculous, you are trying to steal my deposit and then some. It's not like I moved out 6 months early, it was one month early, and I did EVERYTHING I was told to do.