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Attached you will find our standard vacating checklist that we provide to all tenants when they submit a move out notice [redacted] mailed a copy to the apartment that [redacted] (*) was living in when incarcerated and also a copy to [redacted] (*) who was handling his affairs [redacted] and another Forehand representative did a walk through with Msand pointed out that the stove, window sills, and some other items needed to be cleaned Our assumption is, when we notify people that the stove must be cleaned; that it is a common understanding that we mean the entire unit including the stove top and the oven As a company we were doing the tenant a favor by allowing Msto handle the affairs as she was not on the lease Otherwise, we could’ve allowed the past due rent to accumulate resulting in a judgment for an unpaid balance We are not the kind of company to cause further financial hardship on anyone who is already having a tough time We charged fair cleaning charges and followed instructions given to us by the owner of the property We were able to refund the appropriate amount out of the owners account and the refund check is already in the mail The reason for hanging up the phone abruptly while speaking with Ms(*) was due to her handing the phone to a gentlemen that I have never spoken with and whose name was not in file or on the lease We do not discus finances or account information with anyone not listed in our filesI notified the gentlemen that I was not at liberty to discuss anything with him as he was not on the lease and he continued to talk, I then notified him that I would hang the phone up if he continued to discuss confidential details and he ignored me, at which point I set the phone on the receiver It is never our intention to frustrate anyone, argue with anyone, or leave anyone with ill feelings towards our company We try to be as fair as possible to tenants, owners, and ourselves by following policies, rules, and laws set by the FHA and experienced professionals in the industry Should you have any questions concerning this matter feel free to contact me Thank you for your time! [redacted] Assistant Property ManagerForehand Property Management

We have contacted several contractors to get them lined up to take care of this situationWe absolutely do not expect our tenants to live in mold and absolutely do not want them ill This tenant will receive a rent credit as well as the necessary repairs being taken care ofIn reference to to comments on how we allow our tenants to live- this is the only complaint on mold we have received from this property for 2018, and any prior complaints on this particular property have already been addressedAlso, we accept noticed to vacate and are not holding tenants against their will in our propertiesWe are always willing to transfer tenants into other properties that better suits their needs, as well as accept their notice to vacate- especially if there are maintenance issues that may cause tenants to have to vacate their apartment for a period of time in order to make proper repairsAgain, we do not want or expect our tenants to live in mold, but also are not in full control of scheduling for companies that do duct cleaning, mold remediation, etcand are at the mercy of their schedules when we place the work orderOffice staff of Forehand, Incmake every attempt to meet the needs of our tenants as quickly as possibleIf we could personally come and make the repairs ourselves (office staff) we definitely would

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response was not accurateThe phone was disconnected in my face after I asked her not to hang up the phoneShe was rude and very disrespectful, and I would like an apology for her inadequate customer service and management representation
Regards,
*** ***

We have contacted several contractors to get them lined up to take care of this situation. We absolutely do not expect our tenants to live in mold and absolutely do not want them ill.  This tenant will receive a rent credit as well as the necessary repairs being taken care of. In reference to...

to comments on how we allow our tenants to live- this is the only complaint on mold we have received from this property for 2018, and any prior complaints on this particular property have already been addressed. Also, we accept noticed to vacate and are not holding tenants against their will in our properties. We are always willing to transfer tenants into other properties that better suits their needs, as well as accept their notice to vacate- especially if there are maintenance issues that may cause tenants to have to vacate their apartment for a period of time in order to make proper repairs. Again, we do not want or expect our tenants to live in mold, but also are not in full control of scheduling for companies that do duct cleaning, mold remediation, etc. and are at the mercy of their schedules when we place the work order. Office staff of Forehand, Inc. make every attempt to meet the needs of our tenants as quickly as possible. If we could personally come and make the repairs ourselves (office staff) we definitely would.

Attached you will find our standard vacating checklist that we provide to all tenants when they submit a move out notice.  [redacted] mailed a copy to the apartment that [redacted] (*) was living in when incarcerated and also a copy to [redacted] (*) who was handling his affairs.  [redacted] and another...

Forehand representative did a walk through with Ms. and pointed out that the stove, window sills, and some other items needed to be cleaned.  Our assumption is, when we notify people that the stove must be cleaned; that it is a common understanding that we mean the entire unit including the stove top and the oven.  As a company we were doing the tenant a favor by allowing Ms. to handle the affairs as she was not on the lease.  Otherwise, we could’ve allowed the past due rent to accumulate resulting in a judgment for an unpaid balance.  We are not the kind of company to cause further financial hardship on anyone who is already having a tough time.  We charged fair cleaning charges and followed instructions given to us by the owner of the property.  We were able to refund the appropriate amount out of the owners account and the refund check is already in the mail.  The reason for hanging up the phone abruptly while speaking with Ms. (*) was due to her handing the phone to a gentlemen that I have never spoken with and whose name was not in file or on the lease.  We do not discus finances or account information with anyone not listed in our files. I notified the gentlemen that I was not at liberty to discuss anything with him as he was not on the lease and he continued to talk, I then notified him that I would hang the phone up if he continued to discuss confidential details and he ignored me, at which point I set the phone on the receiver.  It is never our intention to frustrate anyone, argue with anyone, or leave anyone with ill feelings towards our company.  We try to be as fair as possible to tenants, owners, and ourselves by following policies, rules, and laws set by the FHA and experienced professionals in the industry.  Should you have any questions concerning this matter feel free to contact me.  Thank you for your time! [redacted]Assistant Property ManagerForehand Property Management

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After careful review of the companies response, I hereby reject the premise of Forehand Inc. As they have stated that I knew that the employee was no longer there and I continued to send maintenance requests through her is a lie. I did not know of her departure until just minutes ago. If I was aware of that I would have put those requests to the proper people. the bricks on the steps are disintegrating and need immediate repair. They should have their full time maintenance crew available for any issue the tenant needs. They claim to care about the tenants and their safety. I have contacted the City Inspectors Office about some issues after I gave them sufficient time to get things done and get the house up to code. The inspectors gave one copy to them and one copy to me. There were multiple violations and they were given sufficient time to get things done in a timely manner. Those brick steps are a health hazard in which I was going up the stairs the bricks gave way and in turn, I slipped and dislocated my shoulder. they do not have the know how to run a business especially one that involves Housing. They do not care. the owner has an obligation to make sure everything is up to code and respond to any issues the tenant may  have.
Regards,
[redacted]