Nob Hill Apartments

Attention ***, As of September 16, [redacted] has moved into Nob Hill and his app fee was applied to his new apartment Thank you

I was in receipt of you [redacted] lette [redacted] dated May 1, I would like to address Ms***'s concerns Ms [redacted] signed a lease that began on June 29, The lease end date was June30, I will address he [redacted] concerns in the same orde [redacted] she presented them We begin the renewal process exactly the same way every month by first sending a new lease document on the 90th day (months) prio [redacted] to any lease ending with the new rent information This allows the resident days to make a decision on whethe [redacted] they will be renewing or choosing to non-renew thei [redacted] leaseWe then send a lette [redacted] to anyone we have not heard from reminding them that they will automatically renew if they do not give the day notice prio [redacted] to a certain date, of which was 4/30/fo [redacted] Ms***I have attached a copy of the lette [redacted] sent to herapartment that prompted thei [redacted] response below A lette [redacted] was received by the office that was signed by [redacted] and stated the following:To whom it may concern,This is to inform you that L [redacted] ***, will not be renewing my lease fo [redacted] *, that expires on 6/30/I will be vacating my apartment at the end of the lease.Thank you,Signed [redacted] ***A notice to vacate form was then filled out and was to be signed both adults residing in the apartmentThis was received back at the office and approved by the manage [redacted] on 5/1/Asia***'s name was printed but not signed on the vacate formThei [redacted] reason fo [redacted] vacating is: Purchased a homeStill nothing on this form has a formal complaint or reason other than the purchase of a new homeI have since researched the issues that she stated in her complaint to your office and found the following to be the paper trail we have in this officeThere was never a rodent call made for this unit during their stay with us, so I am not able to address something that doesn't involve the ***'s directly.There was however a roach issue that was called in to the office and we started treatments and had them on a regular schedule in order to rid the apartment of roaches and also make sure it stay 7/29/16: resident calls stating they saw a roachThey were put on the schedule for 8/10/The unit began treatments on August 10,The following are the dates and what was done:8/10/Treated by Orkin8/24/Treated by Orkin9/07/Treated by Orkin9/14/Inspected by OrkActivity found9/21/Inspected by OrkActivity found9/28/Inspected by OrkActivity found11/1/Final inspection by Orkin to clear the unit and remove it from our pesticide scheduleThe resident did call in a work order about no heat on October 5, Unfortunately the outside temperature was degrees and the boilers do not kick on when it is that warm outsideThere is a sensor that monitors the heat during the warmer monthsWe follow the NYS and Local rules and regulations and make sure we are providing the residents with the heat required when the temperature starts to dropThe residents have a thermostat in their apartments that allows them order was called in, the maintenance person for the building still responded and made sure that the thermostat and zone valves were working properly so that once the boilers came on, they wouldn't have any problemsThere were no more work orders called in by the resident about heatThe plumbing leak that forced the resident out of their apartment was an unfortunate emergency that had to be completed12/21/16: resident called that kitchen sink was overflowing onto the floor: at this time we called in a contractor ( [redacted] Plumbing) to jet the line and clear it completely to avoid another callWhen [redacted] attempted to jet the line, they found that the pipe was actually broken down in the ground under the concrete and this was going to effect the people in apartment as well because when they sent the video camera down the line they could pinpoint where the break was and how much of the pipe had to be replacedWe immediately called the residents of the units to give them the information and offer them fully furnished apartments to stay in while we were repairing the plumbing in the apartmentsThe time frame took about days for completion due to having to jack hammer the cement floors, pull old pipe, reinstall new pipe, pour the concrete and let it cure, reinstall the flooring,putting walls back up, painting and cleaning the unit prior to allowing the resident to reside in it againThis was obviously an unexpected repair that had to be madeWe did everything we could to minimize the stress on the residentThere was no way we could have known when this pipe actually going to break apartIt was a galvanized 4" pipe that was undergroundWe addressed it as soon as we were aware of the problem and we fixed the problem the correct way and the only way we couldAs far as resident complaints that she refers to, well everywhere I have ever worked there are complaints that come in and people are more willing to share their opinion when they are dissatisfied about something rather than when they are satisfiedWe take every ones concerns into account and try to make Nob Hill a place they feel comfortable in Please do not hesitate to call us if you have any questions regarding these mattersOur office number is [redacted] Please leave a current phone number at the time of calling.Thank you Sincerely, Kelly D [redacted] Property Manager

Sent: Tuesday, June 28, 10:AMSubject: Revdex.com Complaint ID No [redacted] Dear Revdex.com of Metropolitan Houston: Nob Hill Apartments has received Revdex.com Complaint ID [redacted] submitted by [redacted] *** Pursuant to the Revdex.com’s request, Nob Hill Apartments’ respectfully submits the following response to the complaintNob Hill Apartments strives to have a positive relationship with its residents We recognize, however, that incidents may arise in which a resident is dissatisfied with our customer service When such incidents do arise, they can often be a useful tool for helping us to improve our customer service We are hopeful that proves to be the case with Resident’s complaintAfter receiving the complaint, Nob Hill Apartments reached out to the Resident to discuss her concerns The parties reached an amicable resolution, and we consider this matter closed To the extent that Resident disagrees, she may contact the Community Manager at any time to discuss her concerns further

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI disagree with the statement provided by Nob HillIn regards to
the> plumbing situation I called on 12/21/reporting a water leak
in my kitchenAt that time, the only thing Nob Hill did was bring me a
fanIt wasnt until 12/29/when my neighbor had a leak did they call a
plumberNob Hill's report is inaccurate as they gave a report
making it seem as if I called about my kitchen leak and they immediately
called a plumberA plumber did not come to do the work until 12/29/
I believe my pics have the dateIf not, request nob hill to provide
plumbing contract with the dateIf they would've called the plumber
afte*rmy first call the issue could've been resolved immediatelyI was
displaced out if my home for ten days due to their negligence and I
should be compensated. In addition as far as the heating issue,
It should be specified in the lease that the heat is controlled by
sensorsI wouldn't have signed the lease if that information was
disclosed as I have a newborn babyOne persons body temperature can be
very different from someone else'sRegards, *** ***

Good morning,I apologize for the delay as I have been out of the country since September 20th and returned to work on Wednesday, October 5th.Attached is a letter I emailed to *** ***, who is the one filing the complaint with the Revdex.com. This matter was brought to my attention via the
owner of this property when he received an email and asked me about it on 10/12. This was the first I had heard of the formal complaint and as you will see I addressed it immediately with her via email. We had a substantial glitch with her paperwork due to transitioning to a new rent roll system, as a result accounting could not find her account where the $deposit was recorded. Before I left the country on September 20th, I did find it and get it straightened out with accounting and thought it would start the deposit refund process. That was not the case, and I addressed it, as mentioned, again as soon as I was notified by the owner on 10/12/16. As stated to *** *** in the attachment you will see, it is not our intention to withhold her refund and we sincerely apologize for the delay.I just spoke to accounting this morning and they are cutting the check today and will let me know when its ready to mail. At that moment as promised, I will contact *** via email to let her know that the check is in the mail.I hope this helps explain the situation and to let you and *** know that we had every intention of giving her her deposit refundIt is not the practice of our company to withhold deposits that are rightfully due. Please let me know if you need anything further from me at this time, and thank you for your attention and time regarding this matterSincerely,Tammy R***

I was in receipt of you* lette* dated May 1, 2017. I would like to address Ms. [redacted]'s concerns.  Ms. [redacted] signed a lease that began on June 29, 2016. The lease end date was June30, 2017.  I will address he* concerns in the same orde* she presented them.  We begin the renewal process...

exactly the same way every month by first sending a new lease  document on the 90th day (3 months) prio* to any lease ending with the new rent information.  This allows the resident 30 days to make a decision on whethe* they will be renewing or  choosing to non-renew thei* lease. We then send a lette* to anyone we have not heard from  reminding them that they will automatically renew if they do not give the 60 day notice prio* to a  certain date, of which was 4/30/17 fo* Ms. [redacted]. I have attached a copy of the lette* sent to herapartment that prompted thei* response below.  A lette* was received by the office that was signed by [redacted] and stated the following:To whom it may concern,This is to inform you that L [redacted], will not be renewing my lease fo[redacted],  that expires on 6/30/17. I will be vacating my apartment at the end of the lease.Thank you,Signed [redacted]A notice to vacate form was then filled out and was to be signed both adults residing in the apartment. This was received back at the office and approved by the manage* on 5/1/2017. Asia[redacted]'s name was printed but not signed on the vacate form. Thei* reason fo* vacating is:  Purchased a home. Still nothing on this form has a formal complaint or reason other than the purchase of a new home. I have since researched the issues that she stated in her complaint to your office and found the following to be the paper trail we have in this office. There was never a rodent call made for this unit during their stay with us, so I am not able to address something that doesn't involve the [redacted]'s directly.There was however a roach issue that was called in to the office and we started treatments and had them on a regular schedule in order to rid the apartment of roaches and also make sure it stay 7/29/16: resident calls stating they saw a roach. They were put on the schedule for 8/10/16. The unit began treatments on August 10,2016. The following are the dates and what was done:8/10/16 Treated by Orkin8/24/16 Treated by Orkin9/07/16 Treated by Orkin9/14/16 Inspected by Orkin-No Activity found9/21/16 Inspected by Orkin-No Activity found9/28/16 Inspected by Orkin-No Activity found11/1/16 Final inspection by Orkin to clear the unit and remove it from our pesticide schedule. The resident did call in a work order about no heat on October 5, 2016. Unfortunately the outside temperature was 71 degrees and the boilers do not kick on when it is that warm outside. There is a sensor that monitors the heat during the warmer months. We follow the NYS and Local rules and regulations and make sure we are providing the residents with the heat required when the temperature starts to drop. The residents have a thermostat in their apartments that allows them order was called in, the maintenance person for the building still responded and made sure that the thermostat and zone valves were working properly so that once the boilers came on, they wouldn't have any problems. There were no more work orders called in by the resident about heat. The plumbing leak that forced the resident out of their apartment was an unfortunate emergency that had to be completed. 12/21/16: resident called that kitchen sink was overflowing onto the floor: at this time we called in a contractor ([redacted] Plumbing) to jet the line and clear it completely to avoid another call. When [redacted] attempted to jet the line, they found that the pipe was actually broken down in the ground under the concrete and this was going to effect the people in apartment 1 04 as well because when they sent the video camera down the line they could pinpoint where the break was and how much of the pipe had to be replaced. We immediately called the residents of the units to give them the information and offer them fully furnished apartments to stay in while we were repairing the plumbing in the apartments. The time frame took about 10 days for completion due to having to jack hammer the cement floors, pull old pipe, reinstall new pipe, pour the concrete and let it cure, reinstall the flooring,putting walls back up, painting and cleaning the unit prior to allowing the resident to reside in it again. This was obviously an unexpected repair that had to be made. We did everything we could to minimize the stress on the resident. There was no way we could have known when this pipe actually going to break apart. It was a galvanized 4" pipe that was underground. We addressed it as soon as we were aware of the problem and we fixed the problem the correct way and the only way we could. As far as resident complaints that she refers to, well everywhere I have ever worked there are complaints that come in and people are more willing to share their opinion when they are dissatisfied about something rather than when they are satisfied. We take every ones concerns into account and try to make Nob Hill a place they feel comfortable in.  Please do not hesitate to call us if you have any questions regarding these matters. Our office number is [redacted]. Please leave a current phone number at the time of calling.Thank you.  Sincerely,  Kelly D. [redacted]  Property Manager