Senior Education Center

*** [redacted] called Friday 8/25/regarding his final statement of move out and he was in dispute regarding the charges of paying days through and the reletting feeOn Friday I spoke with Mr[redacted] and he stated that he would come by Monday morning and I will go over the statement with him: I would investigate the charges before I left Friday evening as well Mr [redacted] was incorrectly charged for not giving a notice to vacate and reletting fee which is 85% of the lease contract, it was found that he did give notice and paid all monies due to [redacted] Trail Townhomes however he was charged for the file cabinet and bbq gril left on the patioMr[redacted] will get back his deposit of $less of $for the items left on the patio and any credit that was on his account as wellI revised his statement of move out and emailed my account to revise the statement, I called and gave Mr [redacted] a update and he stated that he was glad it could be all worked out I told him that it could take up to days to process that information and have a check sent to his current home

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, provided that the business adheres to its decision If, upon receiving the final statement, there are any discrepancies (such as lacking an itemized and accurate statement), this complaint shall be reopened and forwarded to other agencies Regards, [redacted]

There is a rental difference in the type of unit that was selected to transfer into from the current unit the resident is living in We agreed to transfer the resident to the more expensive apartment at the same rental rate until their current lease expires and then the rent would increase to the market rate for the for the unit chosen if the resident chooses to renew It is possible for the resident to wait to transfer into a "like unit" that would not be more costly when one comes available but the resident would need to speak directly to the property manager to discuss

In response to the complaint by [redacted] currently living in apartment # [redacted] to Revdex.comWe offer our residents several ways of communication to communicate with us Residents may contact us through texting, email, office visit and telephone, Ms [redacted] has used these ways to communicate with us in the past and currently We have contacted [redacted] regarding complaints given to try to resolve any issues she may have/had, she replied that most of the complaints giving were complaints before current company purchase the community in October The issues with: Rats, Mold, Transferring to different unit: All were complaints with prior management company and owner Her current complaint is for us to give her permission to install a window ac unit We don’t allow residents to install ac windows unit, as it is against the [redacted] City Fire Code.The last AC request giving by Ms [redacted] , AC not cooling properly in 2nd bedroom (completed work order attached), this was addressed same day.Maintenance notice several items covering ac vent which, we explained to her that she would have to remove the clutter and several items from ac vent(picture attached) The only current request we have received from Ms [redacted] was giving to us 7/27/regarding hot water pressure, which was addressed/completed next day(completed work order attached) Ms [redacted] reported to us that roof/siding contractors were using her electric and water without permission, this was addressed the same day it was reportedIn conclusion, after speaking with [redacted] , we asked her if she has any other current issues that she may have but, as of today she has not responded Thank you in advance for allowing us to answer this complaint and giving us the opportunity to resolve this complaint/dispute Sincerely, Nakala [redacted] WP Property Manager

In response to Mrs [redacted] 's complaint, as she has stated, our pest control company has treated her apartment several times The unit was treated as part of the scheduled preventative treatment on 5/30/ Mrs [redacted] reported to the office that she was seeing spiders after the regular treatment Her unit was treated again, specifically for spiders, on 6/15/ Mrs [redacted] then reported to the office that she was having problems with scorpions Her unit was treated again on 6/15/ Our pest control company did not report seeing any scorpions in her unit while they were there She reported spiders again and her unit was treated again on 8/17/Our pest control company did not report seeing either scorpions or spiders when they treated on 8/ We have not received reports of scorpions from any other residents in the building However, in an abundance of caution, we have also scheduled our pest control company to come and dust under the building today, 8/23/ In regards to Mrs [redacted] 's maintenance issues, we have scheduled a licensed plumber to address the issue of no cold water in her master shower today, as our maintenance staff has looked at it but has not been able to determine what the problem is We have also scheduled a contractor to make the drywall repairs in Mrs [redacted] 's kitchen today where it was cut out to repair a leak We have been short maintenance staff recently as Mrs [redacted] states However, we have a new maintenance person hired and starting on 8/25/at which time he will address the issue with her bedroom doors not closing As requested by Mrs [redacted] , we have offered to move her family to a different unit on the property if she would prefer to do that The on-site manager is currently in contact with the resident in regards to selecting a different unit to transfer to Should there be any additional questions or concerns, please do not hesitate to contact me at the number below Paula MDistrict Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] That is a complete and utter lieWe were not offered a downstairs apartment and for you to say so is disgustingYou were not hereIf that is what your employee put into the system then you have hired a very dishonest personI have no reason to lie and find the fact that your employee is falsifying records to be despicableIf I was offered a downstairs apartment or of the upstairs apartment I moved into have been prepared in proper manner I would not have a problemIf the property manager was in her office more times than not then we would not have this problemAll you have to do is ask the rest of the community here

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below After reviewing MsS [redacted] 's response my complaint with National Property Management still has not been resolved The reason I feel my complaint still has not been resolved is because I still have not been reimbursed for my hotel expenses, the food that was in my fridge/freezer that the Management team at Village Center Apartments took upon themselves to just throw out without notifying me in advance They never gave me the opportunity to go and retrieve my own food Nor have I been reimbursed for my grill-patio sets & patio lights that were on my balcony at the time I do disagree with several things that MsS [redacted] wrote in her response to my complaint: # 1: I WAS NEVER OFFERED ACCOMMODATIONS AT [redacted] #2: As far as me submitting a claim on my own renters insurance, why should I have to? This whole scenario occurred because of neglect on Village Center Apartments If they took care of the buildings properly would something like this really occur? It was the structure of the building that collapsed which caused my patio furniture & grill to be destroyed That was by no means my fault So why does it have to be covered by my rental insurance? Gina who was the property manager at the time told me that this would all be covered by the Contractor's Insurance Why have I not been reimbursed? Did Village Center Apartments get the money for the damage to my property & not reimburse me?Village Apartments also took it upon themselves to shut off the electricity and throw my food away and never told me until Wed May 24th Why was I not informed of this on the morning of Monday May 22nd? At least then I would of been able to go and empty my own fridge/freezer and would not of had to occur this loss.I was told numerous times by several staff members that I would be reimbursed for my food-patio set and hotel expenses and to date I still have not been reimbursed If National Property Management is such a responsible and ethical agency they would have been proactive and would of fixed issues as they arise and not lot things deteriorate the way they do If the property was well maintained things like this would not happen And I totally understand that things happen & go wrong but when they do the management team should show empathy, be caring and support their tenants who have been forced out of their homes That was not the case with the Management Team at Village Center Apartments I was told by Gina who was the manager at the time that I would be reimbursed for my fohotel expenses and my patio furniture and grill Shortly after that Gina was fired (probably because she was doing the right thing and telling me that she would make sure all my expenses will be covered) #3: I did give written notice to Gina on May 24th that I would be moving out by June 30th (this is the day I moved out I typed 7/31/in my previous email then I apologize for that typo) My lease was supposed to go until 7/31/but because I was not able to leave in my apartment I requested I be allowed out of my lease early And once again Gina told me that would be ok I also have submitted an email from MsAllison Feliciano that indicated I can be allowed out of my lease a month early due to these conditions I have never spoken to MsLinda S [redacted] The only contact I have had with MsS [redacted] was an email I received from her on 9/15/regarding the balance I owe to Village Center Apartments She informed me if I did not pay this balance ASAP then my account would be send over to a collection agency I'd like to know how MsS [redacted] can answer this complaint when she was never involved nor did she ever speak to me thru this crisis or in regards to my complaint about me wanting to be reimbursedMy complaint still has not been resolved because I still have not been reimbursed for my food loss- my hotel expenses - my grill & my patio set.Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWhile Palo Alto maintains that they have done all that needs to be done in order to fix the situation, I feel that to not be the case I've attached a photo of the area of the carpet that was cleaned Only a small portion of the carpet was cleaned from the sewage damage Not once in the floods that I have experienced since I moved in just over a year ago has the carpet actually been replaced Maintenance has reported to me verbally that there is no doubt that there is mold within the walls from the two rain floods that I have experienced While office management attempted to tell me that all of the drywall and wood used within the unit is waterproof The pet damage picture is from a pet that I do not own I have since paid pet deposits just to ensure that if a pet or two ever enter my unit that I am covered fully via deposits I spoke with maintenance and they confirmed that if I fix the wall where it was damaged by the pet, that I will not be charged for that damage upon move out Also, in conversations with office management, I asked that if the carpet has pet urine on it would it be replace The response was "If we deem that the urine has absorbed enough into the carpet then yes, the carpet would need to be fully replaced." So this is telling me that the apartment complex will replace the carpet for pet urine, but not for raw sewageThe two attachments that Palo Alto had listed as "Bathroom Cabinets" were actually the pictures of the kitchen cabinets I've attached a picture of what the sink looked like AFTER the flooding that had spilled over onto the floor had subsided I was left to clean the sludge out of the sink by myself This flood affected the kitchen as well as the laundry room and entry way None of which had anything replaced to fix the damage A board was placed under the kitchen sink but none of the particle board that actually touches the ground was replaced The two attachments labeled Sewage in LR and Living Room show the damage that was caused by the sewage over flowing from the bathtub Living Room shows the size of the hole that was dug by the plumbers The mound of dirt is essentially a pile of sewage mud that was left on my floor for the days that the fix was happening The mud (not to mention the flooding from the tub) pooled up in the corner of the room over by where my tv stand usually is I moved it to get it out of the pool of water, and was left to soak up as much of the Sewage water as I could by myself The only portion of the vinyl that was replaced by the apartment complex as well as the only portion of the baseboards that were enzymed were the portions in the bathroom and dining room As they did not move any of my belongings in the living room especially the couch, there is no way they enzymed or treated the baseboards within the living room The entire living room floor had raw sewage covering it from the flood and has yet to be cleaned I have been told by the apartment complex that all has been done that needs to be However, I do not feel safe with the health conditions of the unit as described The plumbing team was power washing out the inside of the apartment when they were cleaning as the overspray from the power washer went into the entry hall closet coating anything on the floor in a layer of sewage mud There was also water pooled into the bottom of the closet where the plumbers had not thought to look while cleaning the mess In the email correspondence between myself and the apartment, I have made it clear that I do not accept the offering made by them I have also rejected the offer of moving units within the complex as I feel that it is possible there could have been sewage damage to a different unit as well and the same treatment done There is no telling how dirty the rest of the units throughout the complex could be I am requesting that I be let out of my lease and allowed to move wherever I see fit The trouble of changing addresses for all of my belongings/accounts would take a lot of time and effort, and why would I want to put myself through that and then in the end still be living in the same apartment complex as the one i'm in now; knowing how they treat their tenants and their tenants health safety? The apartment has not been fully treated to clean the remaining sewage When my insurance adjuster came to the apartment, it was categorized as a level contaminant Meaning that all of my belongings have been in contact and absorbed raw sewage It is beyond me how the apartment complex can tell me that everything to be done has been done, when there was a pool of sewage water under my tv stand and the vinyl floor in the living room has not been replaced, along with the baseboards that had sewage sitting against them for hours on end I feel that living in this unit poses an extreme health hazard I would like to attach more documents and pictures to my complaint, but it seems that is the limit Thank you very much, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not accept the responsePartly due to the fact that it was one sided I send the email I sent Sarah however none of the email a displayedThe bulk of my complaint is in reference to the lack of acceptance and honor for my right to be present during my work ordersWhy are there no expection for those who choose to be present for work ordersMy kitchen flooded because I placed a work order with the respect that someone would fix it and I came home to a flooded kitchen; therefore I don't trust that work orders will be filled unless someone is thereSomeone can work on Saturday or extend there hours on Friday to work my work orderI don't trust any of them in my house and I definitely cannot trust their word, hence the reason im dealing with rot and moldFor example during my first complaint I mentioned the abandon refrigerators and ovens behind the laundry roomAccording to the response I received those items were schedule for pick Last weekThose items are all still there and still a HarvardI believe a saturday work order should be available for those who have had on going issues with Palo AltoI would think that appreciating resident would be the primary priority Regards, [redacted]

The Rochester area Regional Manager, Margaret P [redacted] , spoke with Mrs [redacted] early this week She explained that the land on which Dorsey Gardens is built is very low lying She further explained that we are aware that parking lots sometimes do not drain out immediately, especially when we receive heavy rain However, the owners of Dorsey Gardens continue to make driveway and drainage improvements, and in fact, recently completed repairs close to the area where the resident lives During this discussion, Mrs [redacted] explained that she is concerned about the upcoming winter, specifically mentioning that she is worried that the parking lot could ice over The Regional Manager offered to transfer the resident to one of our other Rochester area properties Mrs [redacted] agreed, and specifically asked to be transferred to Susan Apartments We are now working with the Property Manager at Susan Apartments in an effort to find an apartment and location on the property that will satisfy all of the Mrs***'s needs

Here is the response if this is easier: *When the prior manager left there was nothing written about the [redacted] 's needing to transfer*If there was a unit for them to transfer into at the time the past manager left it would have been put into our computer program we use*The past manager left in February and the new manager did not start until a month later*To follow is the time line of the communication the Manager Loretta had with the [redacted] ’s: o 5/15/– The [redacted] 's came to the office and spoke with Loretta about transferring on site o They were offered two units § [redacted] an upstairs to move into on 7/11/§ [redacted] a downstairs to move into on 8/14/o They chose the upstairs unit because they could move into it sooner o 05/22/– The [redacted] 's came back to the office and wanted the downstairs and they were informed that we could not do this because the unit they were currently in was leased and we had nowhere else to put the residents that leased the unit they were currently ino 6/2/– The [redacted] ’s came back to the office to request us to allow them to move into the upstairs unit for a month then transfer to the downstairs unito The [redacted] where informed at that time that we cannot do this that they would have to stay in the unit they were transferring to at least months before they could transfer, this is our policyo After this conversation the [redacted] ’s came in a few more times requesting the manager take exception for them and when she would not they requested a phone number to her boss o At this point they were given the corporate office e-mail address as she is required to*As for the attempted communication with myself or the corporate office: · We never received an e-mail at the corporate level o If we had it would have been referred back to the manager as this is her property · Never received any calls at the corporate level o If we had it would have been referred back to the manager as this is her property · Myself I received one letter and I contacted the manager and requested she contact the residents o The [redacted] 's did try to contact me on my personal Social Media accounts, these are my personal accounts not business *On 7/10/the [redacted] 's transfer to # [redacted] the upstairs unit *On 7/14/the [redacted] 's brought in a list of items that they thought needed repairs- · At this point the manager Loretta went over the list with the residents and notated the items we can fix and the items that could not be fixed so they would not be charged at move out· Loretta then went over the list with the maintenance person and he went and completed the items that they requested to be fixed *On 7/27/the [redacted] 's returned to the office with the list and were informed that everything but the mirror had been completed and it was on order· Mrs [redacted] stated at that point nothing had been completed *On 7/28/our maintenance person was not at work *On 7/29/our maintenance person went over to the [redacted] ’s unit with the list and checked everything: · At this point he installed the mirror · He installed a new screen to replace the bent one · He went over the list with the resident of the remaining items and they had all been taken care of · He also asked if there was anything else they needed she requested the rust on the shower escutcheon plate be removed and this was completed· Our maintenance tried several time to get entry to their unit and was not let in until late in the day Thank you for all your help and please let me know if I need to do anything else! Christine RL [redacted] Christine RL [redacted] District Manager Tyler/Plano National Property Management Associates IncSouth Broadway Suite Tyler Texas [redacted] @ [redacted] .com O ###-###-#### F ###-###-####

Ms [redacted] , I apologize for the oversight on the lease not being on our terms and thus charging you the wrong amountWe will revise your charges to reflect the required thirty day notice onlyPlease, visit the onsite office for your new statement of deposit form

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted]

At this point I will settle for my safety deposit of dollars, it was but they fined me dollars for the grill and filing cabinet I left behindAlso I overpaid the last month of rent and they said it would be credit back to me any amount I overpaidI would like that as well

***
*** called Friday 8/25/regarding his final statement of move out and he was in dispute regarding the charges of paying days through and the reletting feeOn Friday I spoke with Mr.*** and he stated that he would come by Monday morning and I will go over the statement with him: I would investigate the charges before I left Friday evening as well Mr*** was incorrectly charged for not giving a notice to vacate and reletting fee which is 85% of the lease contract, it was found that he did give notice and paid all monies due to *** Trail Townhomes however he was charged for the file cabinet and bbq gril left on the patioMr.*** will get back his deposit of $less of $for the items left on the patio and any credit that was on his account as wellI revised his statement of move out and emailed my account to revise the statement, I called and gave Mr*** a update and he stated that he was glad it could be all worked out I told him that it could take up to days to process that information and have a check sent to his current home

To Whom It May Concern: This is in response to complaint ID *** All concerns and issues have been addressed with the resident, *** *** unit #***. Please see work and correspondence detailsWork History: Foundation against retaining wall repaired 6/3/by
contract roofers Received work order 8/18/in regards to cabinet damage, cabinet doors replaced and wood underneath the sink area 8/18/On 12/28/resident renewed for months and schedule his carpet cleanWork order received 1/14/for roof leak in which we responded to, the carpet pad was relayed and cleaned 1/Roofing contractor came out 1/19/for window ceil repair. Friday 3/we had a sewer back up in building units #*** & We got ***'s out to do a hydro jet in the unit to flush out the lineThey went down ft and hit a sanitary T and could not get the line clearThey then wanted to dig up the line to change out the line to a in sanitary T They didn't have the camera that we requested so we got * *** out to scope the work Saturday morning3/18, the camera was ran ft it ended up being a cracked pipeThey had to cut a hole in the concrete and tunnel into from *** to bathroom and replaced ft of cast-iron pipe with pvc The hole was covered 3/20. 3/the carpet pad was pulled and the walls and baseboards were enzymed and an industrial fan was placed in the unit to dry out everything 3/the carpet pad was replaced with new paddingThe carpet was enzyme again and a deep carpet shampoo was made in the bedroom between the door and entry3/the vinyl contractor replaced the vinyl in the dining room from the repair needed to make the plumbing repairsThe contract housekeepers came out to clean the apartment bathroom and flooring3/concession given to resident in the amount of $See attached correspondence

Date: October 12, To: Any Concerned Parties From: Linda S***, District Manager National Property Management Associates RE: *** ***, former address *** ** *** ** *** *** *** *** ** *** Ms*** *** is a former tenant of Village Center Apartments,
located in the Village of Orchard Park. Ms***’s lease for the premises was dated from 7/9/through 7/31/2017. A copy of said lease is attached for reviewIn late April of 2017, Village Center Apartments contracted with a licensed and insured contractor to replace concrete footings that supported balconies for building **. This was done because of drainage and damage issues that arose during freeze/thaw cycles that occur in our area. Residents of building ** were notified in late April of this year to not use their balconies or patios out of an abundance of caution. Work was slated to begin in mid-May on this replacement project. During the project, the contractor failed to provide adequate support for these concrete balconies, causing the balconies to collapse on Sunday evening May 21st at approximately 9:p.m. No one was injured in the collapse. This contractor was fired from the job immediately after this incident. Prior to this, Ms*** had on-line rent payments returned by her bank to us. The first occurred on Wednesday 3/1/in the amount of $and returned as Invalid/Closed Account on 3/6/2017, the second on Friday 3/31/in the amount of $that was returned as Uncollected Insufficient Funds on 4/4/The third payment in the amount of $was made on Monday 5/1/ and returned as Invalid/Closed Account on 5/3/2017. All of these transactions occurred prior to the balcony collapseCopies of these particular transactions are included herein. Ms*** made good on only one of these transactions via separate credit card payments totaling $on 4/12/2017, 4/18/and 4/19/2017. This $represents the original rent payment of $for the March rent of $and a $returned check fee. The payments did not cover any late charges. To date, the April and May rent, along with March, April and May late charges and the returned check fees for April and May remain outstanding. This amount totals $1928.00. Ms***’s rental account was credited for the time she was unable to occupy the unit, from 5/21/through June 8, 2017. The amount credited to her account was $515.23. After crediting her account, this left her with a balance of $for outstanding rental amounts and fees (Late fees, returned check fees) through June 30, 2017. On the evening of the collapse, On call emergency maintenance were called to the site and arrived at the site within minutes. That evening, every resident in that building was offered alternate temporary accommodations at *** ***, a nearby all-suite hotel that offers complimentary breakfasts and dinnersFour of the Six resident affected accepted our offer, Ms*** declined the offer. In a situation where something like this occurs, typically local authorities will not allow people to re-enter a building until building inspectors can assess the damage, clear the immediate debris to make it a safe environment ,and re-inspect to allow people to return to the buildingAdditionally, utilities such as Gas and Electric are shut off, to prevent fire hazards in case of damage to the utility lines. Electric service was off for several days to allow service providers and licensed electricians and plumbers opportunity to make these inspections, and to allow local building inspectors time to approve their work. Some residents were allowed to return to their homes on June 9th, 2017, Ms*** included. We kept in touch with residents via contact information they had provided to us during their occupancy. I personally spoke with Ms*** on June 9th from the Village Center Office to her phone to advise her that she could return She stated that she would be moving out immediately and returning her keys. She was reminded that a written notice to vacate was required. During this conversation she did not indicate that she had been staying at a hotel with her own money, nor has she ever shown proof of a hotel stayMs*** is also claiming reimbursement for damages she suffered due to this incident. Our lease clearly states that all residents are encouraged to purchase renter’s insurance, as we only insure the structure, we do not carry insurance for Resident’s personal property. We also require Residents to sign a Renters Insurance Waiver, so they can make an informed decision should they decide not to insure their property. I have included the waiver signed by Ms*** as an attachmentI am including copies of her correspondence to other agencies, lease documents, copies of the March, April and May returned check transactions, and her account ledger for your review. Please note that Ms*** indicates she moved out on 7/30/when in fact she moved out sometime between 6/9/and 6/30/when on-site management found keys to unit *** in the secured drop box at the leasing office. No forwarding address was provided, and no updated contact information eitherMs*** moved with no written notice of her intent to vacate as required by the LeaseIn conclusion, I believe that Ms*** is attempting to connect her failure to “redeem” the outstanding rental payments (April and May 2017) and resulting additional fees to the balcony collapse, which have nothing to do with each otherThe bounced on-line payments occurred well before the building was damaged. We have made every other tenant in that building whole from this episode. All accounts were adjusted for the time they were unable to live in their apartment, from the initial collapse until their return to their apartment and we housed them in alternate accommodations at no cost to themIt is our position that during a routine replacement project, a contractor failed to provide reasonable care that resulted in significant damage to our building, and as a conscientious multifamily property operator, we took care of our residents, far and above a manner many property owners would. Connecting these independent situations is wrong. Attached to this response, are a review of Ms ***' ledger from 2/to current, copies of notices received regarding the bounced payments, her original complaint to our corporate offices, a copy of the response to her original complaint, copies of complaints to NYS DHCR, copies of her Lease Renewal and Original Lease Agreement, copy of the Renters insurance waiver. Should you require any further information regarding this matter, please feel free to contact me at ###-###-#### at your convenience

Upon review of Mr*** complaint, we feel that the charges placed against his account were justified and reasonable. At the time of his move out, the Property Manager noted to Mr*** that there was a strong odor of cleaning products in the unit. Many times we find that when there is
a strong odor like a cleaning product at the inspections that it is masking another more offensive odor. In this case, it was masking the odor of Pet urineA couple days later, maintenance entered the unit to start the unit turn and reported to the manager that there was a strong odor or urine in the apartment and they pulled back the carpet. They found numerous urine stains on the back of the carpet. This required removal and replacement of the carpet and padding and "sealing" the wooden subfloor in areas where the stains were present. An oil based sealant is used in order to cover and "seal in" the smell so that it does not remain in the apartmentWe have attached photos of carpet and sealed areas where the urine was presentWhile we are sorry the Mr*** does not agree with the charges, the unit was provided to him odor free and needed to be restored to that state. This cannot be considered wear and tear. Should you have any further concerns, please feel free to contact our offices again Regards, Linda ***, District Manager National Property Management and Associates Once you receive this email, please confirm receipt as we would like to close this outLinda *** District Manager National Property Management Associates, Inc

We stand by our position that the carpet was damaged by biological agents (urine). Upon re-entry of the apartment by maintenance the next business day, there was such a strong odor of urine that windows and doors had to be kept openMaintenance shampooed the carpet twice in an effort to eradicate the smell without satisfactory results. The decision was made to remove and replace the carpet because they could not get rid of the urine odor. It should be noted that while removing carpet, neighboring residents commented on the fact that the dog was hardly ever outside, because of the long work hours Mr *** keptMr *** own comment that is that it is possible that the dog urinated in the apartment should be taken as an admission that it was possible that he was not aware of urine damage. Typically, when a carpet in an apartment is replaced, the entire unit is replaced for continuity of color. At this point we consider the matter closed