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Overlook At Bernardo Heights

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Overlook At Bernardo Heights Reviews (2)

Thanks you for the opportunity to address this claimWe received the call from one of the tenants on the lease, Mr [redacted] as noted in their complaintIn response to their claims, the salient points are thus: Mr [redacted] ’s original claim was that there was no damageWe described the damage referring to our photos of their unit post move-out and referenced their completed and signed moinspection form on which none of the damage was notedMr [redacted] asked us to email photosWe later didWe also told the resident that we would reconfirm the damageWe did so after the first conversation, and found the photos and documentation to be accurateLater in the conversation, the tenant changed his stance allowing that the damage was real, but claiming it was, in his words “wear and tear”Still later in the conversation, the tenant conceded that the damage was not wear and tear, but that, again in his words, “they didn’t do it intentionally”We politely informed Mr [redacted] that regardless of whether the damage was intentional or not, the damage was not wear and tear and that he needed to compensate The Overlook to repair the damageDamage noted was thus: Refrigerator damage The freezer door was damaged and needed to be replacedWe confirmed this after our first conversation with the residentWe contacted our appliance vendor who was unable to find a replacement doorWe charged for a replacement refrigerator, our only option at that pointLater in the process of working through the repairs, we reached out again to another vendor who was able to locate a freezer door for the damaged refrigeratorOn the tenant’s final statement he has been charged only for that part and installationThe price adjustment the resident speaks of is due to thisRange damage The glass range top needed to be replaced due to surface damage, not staining as per the tenant’s contentionWe never stated it was stainedAgain, we confirmed the damage shortly after our first phone conversationAgain, we reached out to our appliance vendor, and again initially, a replacement part was unavailableAccordingly we charged for the rangeLater in the review process, our maintenance supervisor was able to track down a replacement topThe resident’s statement was revised to include the part’s cost and installationAgain, the price adjustment the resident speaks of is due to thisMicrowave damage The microwave oven had a hole burned through the back of the interiorIt breached the surface and rendered the unit unsafe, (arcing, fire hazard), to operateWe never claimed it did not operateThe unit was replaced and the resident’s account chargedIn closing To be fair and allow us to further review that matter, we granted the residents a day extensionAs an aside, the tenants were not charged for two broken mirrored closet doors or for the cleaning service for the apartmentBoth, hard costs to The OverlookWe absorbed those costsAgain thank you for the opportunity to address this claimYours Sincerely, The Overlook

Thanks you for the opportunity to address this claim. We received the call from one of the tenants on the lease, Mr. [redacted] as noted in their complaint. In response to their claims, the salient points are thus: Mr. [redacted]’s original claim was that there was no damage. We described the damage...

referring to our photos of their unit post move-out and referenced their completed and signed move-in inspection form on which none of the damage was noted. Mr. [redacted] asked us to email photos. We later did. We also told the resident that we would reconfirm the damage. We did so after the first conversation, and found the photos and documentation to be accurate. Later in the conversation, the tenant changed his stance allowing that the damage was real, but claiming it was, in his words “normal wear and tear”. Still later in the conversation, the tenant conceded that the damage was not normal wear and tear, but that, again in his words, “they didn’t do it intentionally”. We politely informed Mr. [redacted] that regardless of whether the damage was intentional or not, the damage was not normal wear and tear and that he needed to compensate The Overlook to repair the damage. Damage noted was thus: Refrigerator damage The freezer door was damaged and needed to be replaced. We confirmed this after our first conversation with the resident. We contacted our appliance vendor who was unable to find a replacement door. We charged for a replacement refrigerator, our only option at that point. Later in the process of working through the repairs, we reached out again to another vendor who was able to locate a freezer door for the damaged refrigerator. On the tenant’s final statement he has been charged only for that part and installation. The price adjustment the resident speaks of is due to this. Range damage The glass range top needed to be replaced due to surface damage, not staining as per the tenant’s contention. We never stated it was stained. Again, we confirmed the damage shortly after our first phone conversation. Again, we reached out to our appliance vendor, and again initially, a replacement part was unavailable. Accordingly we charged for the range. Later in the review process, our maintenance supervisor was able to track down a replacement top. The resident’s statement was revised to include the part’s cost and installation. Again, the price adjustment the resident speaks of is due to this. Microwave damage The microwave oven had a hole burned through the back of the interior. It breached the surface and rendered the unit unsafe, (arcing, fire hazard), to operate. We never claimed it did not operate. The unit was replaced and the resident’s account charged. In closing… To be fair and allow us to further review that matter, we granted the residents a 30 day extension. As an aside, the tenants were not charged for two broken mirrored closet doors or for the cleaning service for the apartment. Both, hard costs to The Overlook. We absorbed those costs. Again thank you for the opportunity to address this claim. Yours Sincerely, The Overlook

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Address: 15909 Avenida Venusto, San Diego, California, United States, 92128

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