Picket Fence Properties LLC

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Dear Mr***, or Whom It May Concern: I am responding to the Customer complaint ID ***I would be
more than happy to address the complaintBelow I have itemized each point, as listed in the complaint. Without a/c- Mrs*** put in a maintenance request through our online tenant portal, outside business hours, on Saturday, May 6, This type of request is not considered an emergency, and was followed up on the next business day, Monday, May 8, I personally contacted (phoned) Mrs*** regarding her request, and she stated her AC was operating sufficiently and cancelled the requestWe then updated the maintenance request appropriately(see screen shot of our system below) Water constantly running in toilet - We have never received any maintenance requests regarding the toilet runningA walk thru was scheduled on Sept26, at 3:30pm, at which time, all toilets were operating sufficiently, and not runningAt the time the walk thru was scheduled, we asked Mrs*** to make a list of any and all maintenance issues to provide to us at the time of the walk thru, and no list was provided to us by the tenant. Water bill $per month - The water bill Mrs*** is referring to had an unpaid balance (past due) and current charges totaling over $We receive duplicate statements and our policy is to notify tenants of past due chargesPlease see the attached water bills as well as the notification sent to the tenants in the log below. Previous renters - We only keep records of delinquent bills, and not copies of current/paid billsWe do not have any record of notices sent to the previous tenants regarding delinquent or past due water bills. Sprinklers - No maintenance issue was reported by vendor at the time of the sprinkler turn on in the SpringBroken heads are always noted and repaired at the time of sprinkler turn onWe were not notified of any sprinkler issues until Mrs*** called the emergency line (on Sept6, 2017) to discuss the 3-day notice for non-payment of rentDuring her long voicemail, the broken sprinkler was mentioned, as well as her stating she and the other tenants would be moving outIt was decided the broken sprinkler would be repaired after the tenants moved out. As a side note, Mrs*** was emailed the verbiage of the lease that requires all maintenance be submitted in writing. Teresa calling and emailing times in day - On Sept6, 2017, Mrs*** called the emergency after hours line which rings directly to my cell phone, and left a voice messageUpon listening the the voice mail on my cell phone, I immediately pushed the 'call back' button to respond, unknowingly, she called from her place of employmentWhen communicating any maintenance schedules, we text and/or email each financially responsible tenant to ensure messages have been received. Below is the log of the email communication sent to the tenants since their lease start datePlease see 2nd email for this as the file is quite large. As you can see by our maintenance request log below, there are only two for the duration of Mrs***'s leaseWork order *** was Mrs***'s maintenance requested for the A/C that was cancelled after she stated it was working fine.Work order *** was initiated internally to send out the HVAC tech for the annual furnace inspection, and filter change and a/vThe HVAC tech reported that the tenant (Mrs***) admitted to him, that she did not know how to run the thermostatShe was not switching it from 'Cool' to 'Heat' and had it on auto fanHe instructed her how to operated correctly moving forward. As, you can see (hopefully), this complaint Mrs*** filed is not based on any facts and the Desired Settlement is in no way acceptableMrs *** is on video admitting to the damage they did to the carpetThe carpet now have numerous stains in each roomThis place was a lovely home that the owners moved out of last October.I will forward the voicemail and the emails in a second and third email. If you require additional information or documentation, please don't hesitate to contact me. Kind regards, Teresa J***owner/managing broker ***
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Dear Mr***, or Whom It May Concern:? ? I am responding to the Customer complaint ID ***I would be
more than happy to address the complaintBelow I have itemized each point, as listed in the complaint.? ? ? ? Without a/c- Mrs*** put in a maintenance request through our online tenant portal, outside business hours, on Saturday, May 6, This type of request is not considered an emergency, and was followed up on the next business day, Monday, May 8, I personally contacted (phoned) Mrs*** regarding her request, and she stated her AC was operating sufficiently and cancelled the requestWe then updated the maintenance request appropriately(see screen shot of our system below)? ? ? Water constantly running in toilet - We have never received any maintenance requests regarding the toilet runningA walk thru was scheduled on Sept26, at 3:30pm, at which time, all toilets were operating sufficiently, and not runningAt the time the walk thru was scheduled, we asked Mrs*** to make a list of any and all maintenance issues to provide to us at the time of the walk thru, and no list was provided to us by the tenant.? ? ? ? ? Water bill $per month - The water bill Mrs*** is referring to had an unpaid balance (past due) and current charges totaling over $We receive duplicate statements and our policy is to notify tenants of past due chargesPlease see the attached water bills as well as the notification sent to the tenants in the log below.? ? ? ? Previous renters - We only keep records of delinquent bills, and not copies of current/paid billsWe do not have any record of notices sent to the previous tenants regarding delinquent or past due water bills.? ? ? ? Sprinklers - No maintenance issue was reported by vendor at the time of the sprinkler turn on in the SpringBroken heads are always noted and repaired at the time of sprinkler turn onWe were not notified of any sprinkler issues until Mrs*** called the emergency line (on Sept6, 2017) to discuss the 3-day notice for non-payment of rentDuring her long voicemail, the broken sprinkler was mentioned, as well as her stating she and the other tenants would be moving outIt was decided the broken sprinkler would be repaired after the tenants moved out.? As a side note, Mrs*** was emailed the verbiage of the lease that requires all maintenance be submitted in writing.? ? ? ? Teresa calling and emailing times in day - On Sept6, 2017, Mrs*** called the emergency after hours line which rings? directly to my cell phone, and left a voice messageUpon listening the the voice mail on my cell phone, I immediately pushed the 'call back' button to respond, unknowingly, she called from her place of employmentWhen communicating any maintenance schedules, we text and/or email each financially responsible tenant to ensure messages have been received.? Below is the log of the email communication sent to the tenants since their lease start datePlease see 2nd email for this as the file is quite large.? As you can see by our maintenance request log below, there are only two for the duration of Mrs***'s leaseWork order ***? was Mrs***'s maintenance requested for the A/C that was cancelled after she stated it was working fine.Work order ***? was initiated internally to send out the HVAC tech for the annual furnace inspection,? and filter change and a/vThe HVAC tech reported that the tenant (Mrs***) admitted to him, that she did not know how to run the thermostatShe was not switching it from 'Cool' to 'Heat' and had it on auto fanHe instructed her how to operated correctly moving forward.? As,? you can see (hopefully),? this complaint Mrs*** filed is not based on any facts and the Desired Settlement is in no way acceptableMrs *** is on video admitting to the damage they did to the carpetThe carpet now have numerous stains in each roomThis place was a lovely home that the owners moved out of last October.I will forward the voicemail and the emails in a second and third email.? If you require additional information or documentation, please don't hesitate to contact me.? Kind regards,? ? ? ? ? Teresa J***owner/managing broker? ***
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