S.B. Ashley Management Corporation

We appreciate the opportunity to respond to the complaint sent to you by *** ***.We acknowledge that June's rent was not reflected as due on the tenant's "rentpayment.com" account.Their lease was originally due to expire May so the routine monthly billing did not automaticallyupdate rent
as due since June's rent payment was associated with the one month extensionWhen theybrought it to our attention we did correct the situation by updating "rentpayment.com" so they couldpay their June rent onlineA copy of the extension agreement attachedPlease note that our customary $extension fee was waived.The tenants were not entitled to a proration of their rent by turning in the keys prior to the expiration ofthe lease extension*** *** (tenant on the lease) came into the office and returned the keys,we did not ask for the keys to be turned in before June 30'"*** told our Community Manger, *** S*** that they were all moved out and it was at that time *** had asked if we could prorate the rent because they were turning in the keysOur Community Manager, *** told *** that she would ask corporate, as this is not our policy to prorate the rent*** reached out to myself, Steve R*** Property Manager and agent for Pleasant Meadows on behalf of Ashley ManagementI told *** wewould not be prorating the rent; however, we advised we would take the utilities back into our name and out of the tenant name*** called *** *** to let him know on June 16'" in the afternoon we would not prorate the rent.We disagree with the assertion that work was being done in the unit to get it ready for a new tenant prior to June 30'"We did not do any work to the unit until July 1st.We also disagree with comments regarding the maintenance of the propertyWe have a full time Superintendent & full time ground person that works Monday through Friday from to 4:We also have an emergency on call service for any maintenance emergency that occurs outside of business hoursThis number is provided to all tenantsPlowing & salting was completed every time we received 2" or more of snowDuring the winter our maintenance staff is on call 24/to come in when it snowsIn regards to the grass and landscaping, we have and continue to work to get the lawn filled inWe have had to reseed where necessary and do water the lawns dailyWe do not ask the tenants to water, although some tenants have watered the yards in front of their units voluntarilyWater is included with rent at no additional chargeIn reviewing these comments, please note that this is a new property under development with landscaping work being performed as needed to establish plantingsWe did have a tenant that had a camera affixed to the outside of their unitWe did address that with the tenant as they are not allowed to attach anything to the exterior of the unit per the leaseA few days later the camera was relocated to a lighthouse on the front porchWe again addressed this with the tenant including asking *** and *** to testify in court, which they agreed to doWe were able to resolve the issue with the tenant without having *** and *** testifyThe tenant has complained regarding the letters received from their neighborUpon bringing these to our attention, we advised *** & *** to contact the policeWe acted on those issues brought to our attention that were lease violationsThank you again for the opportunity to respond to the complaintIf you would like additional information please call me at (*** *** extension ***

We are responding regarding Ms. [redacted]' complaint that she had not received a timely refundof her security deposit after moving out of Georgetown Apartments. Upon receipt of your letter, wecould tell from our records that a stop payment had been placed on the missing refund check that...

wasissued on May 27and it was reissued on June 10th. We contacted Ms. [redacted] by telephone on theafternoon of the 12th (today) and she confirmed that she received it this afternoon.We apologized to Ms. [redacted] this afternoon regarding the delay in her receipt of the refund. Theoriginal refund check was mailed within an appropriate time, but it was sent to [redacted]Alexandria, Virginia. Although that is the correct street address, she resides there in apartment [redacted].She had given that information as part of her forwarding address and it was inadvertently omitted fromour earlier mailing.Ms. [redacted] noted frustration with poor communication regarding this matter from our leasing office.We appreciate this feedback and will follow up as needed. Ashley Management strives to provideoutstanding customer service. Her comments with us today will help us focus on areas that needattention to meet our goals for excellent service.If you have any questions or if you need additional information, please contact me at ###-###-####,extension 513.Sincerely,Raymond H. D[redacted]

We appreciate this opportunity to respond to the complaint sent to you by [redacted].At Whitney Ridge Apartments, we take our Lease Agreement very seriously. UnderRules and Regulations, the first rule is 1) The safety, comfort or rights of other Tenantsmust not be interfered with. Our...

employees live by that rule as well, and believe ourresidents deserve to live a peaceful existence in their home. We do acknowledge we havehad numerous contractors at the property completing our major Hvac replacement.Balcony Replacement, and Vinyl Siding renovations. This has resulted in ourSuperintendent, Maintenance Team and even a couple of the contractors having to enterall of the residents' apartments at certain times. We have been very thorough incommunicating who, when and why they will be entering. An initial letter went out to all272 apartment units on February 9"', 2016 informing all residents of the plans for theyear. [redacted]'s specific building received another letter on November 7"', 2016,regarding the siding replacement (We included herewith a copy of the letters sent out asExhibits A and B). As stated in the first letter, phone calls for specific timeframes wereplaced to the tenants before anyone entered the apartment.The only other time someone would enter [redacted]'s apartment or any other tenants'apartment is if there was a request for maintenance, or there is an emergency situation.Maintenance requests are initiated by the tenant or occupant of the apartment. At thetime of the call, the office staff asks if it is ok for them to enter at any time, or if theywould like a call beforehand. Since moving in on September 30,2015, the property hasreceived 8 total requests (included herewith are copies of the completed requests.Exhibits C-J) fi-om either [redacted] or the other tenant, [redacted] for maintenance.Only 4 of the total requests required entrance to the tenants' apartment. Our maintenancestaff strongly denies leaving the door to Ms. [redacted]'s unit unlocked, at any time after they left the apartment, whether it be for the renovations or maintenance requests.As documented by the aforementioned maintenance requests, there was no word of nailsbeing left on the balcony until [redacted] called the Whitney Ridge Office on February15"*, 2016. At that time, our Leasing Consultant entered the request! (Exhibit I), and ourstaff took care of the problem, along with another request for service.Brian R[redacted], our Superintendent maintains a slow speed when plowing, as isnecessary to operate the plow up and down. Brian does recall seeing [redacted] at the endof her walkway one early morning while it was dark and snowing heavily. He does notrecall that her child was present at the time. When the truck was purchased, Brianpermanently attached a 27 inch Speedtech LED safety light to the top, to ensure tenantswere alerted to the oncoming plow truck. Please see Exhibit K and L for 2 photographsshowing the plow truck and the end of the walkway where Brian witnessed [redacted] afterthe fact. A phone call was placed by the Community Manager, Mike D[redacted] apologizingfor the incident.Our entire staff, including Management is committed to customer service, and goes aboveand beyond for our residents. As outlined herewith, we disagree with several assertionsby [redacted]. However; we acknowledge her displeasure with living at WhitneyRidge and have offered a penalty free termination of her Lease Agreement. Please seeExhibit M for the offer sent to her on Monday, February 27*'', 2016.Sincerely,Christy I[redacted]Property ManagerAshley ManagementCc: [redacted]