Thank you for your corporate responseHowever, the issues in my home went without notice for four monthsI had two pages of issues upon moving inManagement failed to keep tabs on my extensive list of home issuesAll of those months management had access to make the repairsNow that trust has been broken by management, I've elected to use my right to be present when staff is in my homeAs of today, the coolest days of the week at degrees, the air conditioning in my son's bedroom is not functioningWhen I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for usYou say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documentsThe fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residentsI now understand why my next door neighbor disappeared in the middle of the night
To whom it may concern: First, we responded to the Ms [redacted] directly with an email and she did not respond I am responding per the bullet points in the homeowner's last email.1.The Association has already agreed to pay for her front door as outlined in the CC&R's This should satisfy this requestGates are the responsibility of the homeowner The gate in which the homeowner speaks of lead to her back yard, and her back yard only The Association has no access to the back yards on 14th street and is not responsible for maintaining anything in the back yards of those particular row of units The termites were treated on the next door unit The termites are not even on the homeowners unit, but regardless this request was taken care of Flashing - the Association will have the flashing repaired within the month of January Wall repair - please provide pictures of what needs to be repaired.Thank you[redacted] , RPD
The [redacted] HOA is responsible for the front doors of the units The HOA is not responsible for damage that is not wear and tear of the door You can look at the picture with all the screws holding the door together and tell that it was not damaged by wear and tear The HOA cannot confirm when this damage was done, or by who, however, what the HOA believes is that having a door split open and screwed back together is NOT wear and tear of a door and the other neighbor's in the complex should not be responsible for replacing a door that was damaged/vandalized in this mannerAdditionally, the doors were in that condition when the owner purchased them in October of this year The HOA had a legal opinion prepared by an HOA attorney regarding this issue and the HOA is following his opinion We have also forwarded her email sent to our offices over the weekend to the attorney for his legal opinion on how to move forward with this issue The termites were treated on the unit next door (not her property) and did not see a reason to contact her regarding the treatment of her neighbor's unit The patio wall issue was just brought to the association's attention and we are having it looked at by our general contractor The gate is her responsibility unless it was damaged by wear and tear, per our attorney We always strive to provide the best service possible for all the members in the community that we manage However, not everyone is going to like the answers they receive regarding a particular issue/request they are asking of the Association or the management company.We are working to resolve this issue through the Association's attorney as quickly as possible It was also recommended that Ms [redacted] might want to seek legal counsel if she was still unsatisfied.Respectfully submitted, [redacted] , CAAM, CMCA, AMSAllison-Shelton Real Estate Services, Inc
Ms [redacted] *** thank you for your responseI have followed up with the onsite team regarding your work order for your sons bedroom not coolinglooks like it was reported on 6/and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed outplease see attached work orderAllow us to remedy the issue and complete your work order ASAPplease reach out to the onsite team or myself to arrange a good time to have them complete this for youThank you Bertha S***
I am currently in communication with [redacted] in regards to her outstanding balance due The copy of the lease that has been supplied is correct and is not in question [redacted] signed a month lease which expired on 11/30, but the office staff did not receive the required written day notice to vacate prior to the end of the lease of 11/30/She is working with her husband on retrieving a copy of the completed notice to vacate form she states was submitted back to the leasing office in late November/early December[redacted] ***Regional Portfolio Director
Revdex.com: I have reviewed the response 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.I received a letter that all aspects of the my Revdex.com case # [redacted] have been resolved by Allison-Shelton 1/2) However, I have not received any communication from Allison-Shelton confirming that the tract of my door will be repaired or that I will be reimbursed for the gates I replaced It is the HOA's responsibility per the HOA CCR's Will you please have them send me this written confirmation? (Items and - UNRESOLVED)3) The termite tubes that were present no longer have active insects (Item - Resolved)4) The flashing has been repaired (Item - Resolved)5A) The wall outside my [redacted] Property has not been painted and the bush was not replaced No action has been taken on this (Item 5A - UNRESOLVED)5B) I had to stabilize the wall with an unconventional frame to mount the door gate It is difficult to tell if the wall has been stabilized Can you send me the documentation that this was indeed completed (Item 5B - waiting documentation)DOORSAThe Association has agreed to pay for the front door as outlined in the CC&R's This does satisfy part of my request pertaining to the front door I will have this door repaired and provide a receipt to the Association.BMs [redacted] did not reference the sliding door frame tract in her response The Association has agreed to repair/replace damage to a sliding door frame previously In an email sent to me on 7/18/13, Allison Shelton wrote:“it is the responsibility of the HOA to maintain and repair the door The Attorney also stated that the frame of the sliding door would be covered.” Then Ms [redacted] later sent me an email on 12/18/stating: “The Association will not be replacing those doors As for the ‘tract’, that is not a door and will not be replaced either You may take this up with your counsel if you desire.”This has been extremely frustrating, since Ms [redacted] was in possession of her colleague’s email which stated Allison-Shelton’s Attorney’s opinion on the matter I have requested that she take the time to read the email, and re-consult with her counsel if needed She has not responded to this specific issue to dateI would like a current written confirmation that the door frame will be repairedGATESWhile I always appreciate Ms [redacted] ’s creative arguments about the HOA responsibilities, they are not supported by the language in the CCR’s It is the responsibility of the Association to replace, maintain, and repair any improvements on personal property adjacent to private streets, walkways mailboxes, etc.(Article VI, Section 1) The gates are adjacent to the common area walkway to the pool/tennis court area, mailboxes, and [redacted] As stated in my previous response, the gates were nearly years old, and were made of wooden fencing that had deteriorated with time, weather, wear and tear, and lack of HOA maintenance We replaced the gates with the type Mr [redacted] recommended, and I am happy to provide the receipt for their replacement TERMITES I am not privy to records of termite treatments on the Los Prados property, but I have never seen a disruption in termite activity over the past two years I have re-attached the photos that were sent to Allison-Shelton showing active termites that were taken on 5/18/and 12/24/ The tubes contain live insects I have also attached photos of the active termite tubes that were taken today, 1/6/ I do not consider this issue to be resolved, as there is still active termite infestation in the Los Prados community that needs to be addressed FLASHING Thank you for scheduling the repair of the [redacted] in January Note: There is damage to both the lower and upper wall flashings on the properties that are in need of repair WALL REPAIRAI have included photos of the unfinished wall repair in front of the [redacted] property as requested I’ve attached photos sent on 5/18/ The stucco was fixed, and the oleander in front of the property was cut down to a stump when they did the repair The bush subsequently died, and was removed The stucco has yet to be painted and the oleander has not been replaced BThe wall adjacent to [redacted] **on the [redacted] property is still unstable Mr [redacted] said he would be inspecting the wall when I spoke with him on 11/26/14, and Ms [redacted] stated that she was having it looked at by a general contractor on 12/23/ Please update me about the contractor’s assessment and the timeline for repair This issue was not referenced in Allison-Shelton’s most recent communication Regards, [redacted]
Revdex.com: I have reviewed the response 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.We respectfully reject your business response DOORS: Article VI, Section 1(c) of the CC&Rs requires the Association to maintain the doors of Units, except in cases where the Board has determined that a door was damaged by an owner, resident or guest The doors were NOT damaged by us, our residents, or our guests It is unclear to us as to why you continue to reference a legal opinion about negligent owner misconduct, when there is no evidence to suggest that it occurred in this case We have e-mailed your attorney directly over the weekend to better clarify our concerns, and would like copies of all future communications from him that address the specific issues outlined in this complaint minutes after receiving this Revdex.com response, we received another e-mail from your colleague at Allison-Shelton accepting responsibility to repair the doors It would be very helpful if your organization could better coordinate your communication with us, in order to avoid confusion and resolve matters in the most efficient manner moving forward GATES and WALL FOOTINGS: Thank you for clarification about the gates that we requested six weeks ago They were nearly years old, and were made of wooden fencing that had deteriorated with time, weather, wear and tear, and lack of HOA maintenance We replaced the gates with the type Mr [redacted] recommended, and I am happy to provide you with the receipt for their replacement As we explained to Mr***, an stabilizing brace had to be placed above one of the gates, due to the structural failure of the adjacent wall Thank you for notifying your contractor about the wall instability Please provide us with further information regarding the the contractor's assessments and the timeline for repairs TERMITES: There are still active termite tubes on the neighboring property They have been there consistently since December 2012, when we first viewed the [redacted] Properties We have included another set of photographs depicting their active infestation These photos were taken today (12/24/14) You mentioned that Allison-Shelton saw no reason to notify us of the treatments that were supposedly done to this structure This is disappointing, since you have received calls, emails, and pictures from us regarding the problem every few months for nearly two years We also specifically requested documentation of the termite treatments in from you in writing A quick email response would have been a minimum common courtesy for a company who advertises "excellent and responsive service to the residents of the communities" and "an overall commitment to the neighborhoods in which we operate" FLASHING: There was no mention of the broken flashings in your response The flashings are still severely damaged, allowing (rodents, insects, scorpions) direct access into the walls of our property Please advise on the specific plan and timeline to address this issue INCOMPLETE WALL REPAIR: Your response also did not give further information about on completing the wall damage repair job in front of our property Please advise on the specific plan and timeline to address this issue.As always, we look forward to the prompt resolution of these matters Regards, [redacted] and [redacted]
Ms***, We appreciate your residency at Mandarina Luxury Homes in TempeWe have reviewed your complaint and would like to address your concerns regarding the check you provided to our officeYour statement that the office staff has misplaced your check or allowed your bank account to
become vulnerable due to negligence on their part is simply untrueThe check provided to our office was deposited utilizing a 3rd party management software on April 3rd The check was then placed by the site in a secured locationDuring the initial deposit of the check the routing information was unable to be fully verified and therefore did not withdraw the funds of $Once the team was made aware of the routing issue regarding your check, the team members retrieved the check from the secured location and were able to deposit the funds once the routing number was fully entered. We at Shelton-Cook share your concern and focus on prevention of identity theft and will continue to be diligent in these areas
Spoke to Ms* *** on Friday June 9th at 4:30pmapologized for the issues that arose from her original move in date of Feb 1, offered to make sure that we would have maint take care any open work orders for hershe stated that she worked long hours and is not home oftenI asked her to please reach out to mgmtor myself when she was ready and available and we would take care of any outstanding work ordersfrom my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holescan supply the copies of the completed work orders if needed.I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen againWe are unable to let Ms* *** out of her current llease with Crescent Ridge apartmentswe value Ms* ***s residency and would like to continue to make her stay with us a enjoyable one. Thank you, Bertha S*Regional Portfolio Manager
The wall was painted, and the landscapers are adding a plant next Monday.The gates are covered under section 5, page 10...Common area easements...it states, "as Owner of the common areas, for use and maintenance as common areas, of those portions of every Lot NOT enclosed for private use, not overhung by the improvements of the lot, or not otherwise clearly intended by Developer for the private and exclusive use of the Lot Owner." The only people that use the gates are the individual owners of the lots, and the owners have always been responsible for the repair and replacement of the gates.The sliding glass door tract issue comes down to what is a door. We do not believe that the tract of the door is a door. We strive to perform at a very high level when it comes to managing HOA's, and it is not always easy when you have conflicting views with the owners. Our goal is to be fair, reasonable, and consistant. We apologize for being a little late with our response as we were waiting to hear back from our counsel regarding these issues and he was on vacation.Please let us know if we can be of further assistance. Thank you!
Thank you for respondingUnfortunately, you failed to let me know that there was a problem with my checkMy concerns were ignoredIf the answer was so simple why could I have not been told before having to make changes to my financial life? Lack of courtesy and professionalism is prevalentAlso, my phone call to the leasing office in mid April lead to the front desk girl, telling me that the bank had my check, and that it had been depositedShe was the one who suggested that the bank might have put it on hold for a random fraud checkWhy couldn't she be honest and tell me that it was being held but safe? Or that she would look into the matter and call me back? No, she told me that the check had cleared on your end, and deposited, and that my bank was at fault. Even if it was just a billing system problem, did I not deserve to have an explanation or a heads up after I had already called and asked about it? This management team knew I was worried about the check and upon finding out what the problem was, either lied to me, or chose not to tell me that my concerns were being taken care of I still expect some sort of compensation due to the panic and stress caused by your lax business practicesI do expect you to train your employees on how to handle sensitive financial matters with your rentersI have rented for years and have never had a problem like thisNotice from the leasing management would have been appropriateA If compensation in the form of crediting a month's rent is due to lack of good business practice and lying, I would at the very least like a letter from my management and the team member apologizing for handling this instance poorlyI request this letter be in writing and not done electronicallyIt is the least that this business could do for the damage that has already been done in my lifeThanks
*** submitted an "open deposit" for the next available unit on 1/28/Upon obtaining an apartment for *** on 6/12/we called him to come in and fill out income qualification paperworkHe did come in and although he did not need to pay a full deposit at the time *** stated that he
would rather pay the entire deposit and be done with it so we accepted his deposit of $On *** application and paperwork he stated that his gross income is $2,per month which would have qualified him for an apartment at *** ** ***After management reviewed his 3rd party income verifications his income was found to be $2,per month which put him over our income restrictionWe called him on 6/15/to let him know that he was not qualified to move in and we asked him to come pick up his money order. He refused to accept his money order for his deposit back and signed a refusal stating he wanted a new check mailed to himOur office then deposited his money order and processed a refund to be mailed to the address on his application*** check was mailed out on 6/to his home address; which was within the days that we had to return this to the applicant*** then came in and stated that he never received a check and he wanted it mailed to his P.OBoxand then walked out Despite numerous requests via phone and email to obtain his P.Obox so we could have a new check cut he ignored our requests until on 7/9/when he provided a his P.OBox addressOur office then issued a new check and sent it certified mail to his P.OBox address for $860.00. Management will refund the $non-refundable application fee that was submitted for any inconveniences that this may have caused. The check for $will be sent to the PO Box provided on 7/
Revdex.com:
I have reviewed the response 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.I disagree with the charge of $for "painting" as stated previously in my complaintI have tried to dispute the charge numerous times directly with the representatives at ***-***I have not received any phone calls or emails from anyone at ***-*** since the complaint was filedIf a check for $was already processed then I am requesting an additional check for $to be issuedI am requesting the full deposit of $to be returned and an additional $to be processed for my inconvenienceThe sum total of what I'm requesting is $
Regards,
*** ***
We apologize for any inconvenience that this may have caused and would like to let [redacted] know that his holding deposit will be overnighted, to the address on this compliant. Please see the tracking number provided below:[redacted]
Spoke with [redacted] on Wednesday March 26th regarding her complaint. Explained to her per the site lease file notes, that She and her husband [redacted] did not give proper written notice to vacate as stated per their lease agreement and did not pay thru that notice. Ms. [redacted] stated that she...
did give written notice to the property and would need to talk with [redacted] and send me a copy of their notice and proof of payment. I provided her with my email address to send a copy of that notice and payment that we could review.I have not yet been provided with these items as of date.[redacted]Regional Portfolio DirectorAllison-Shelton Real Estate Services
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Thank you for bringing this matter to our attention and please accept our apologies for the delay. According to our records, a check in the amount of $101.50 was cut on December 30, 2014, and was mailed on January 02, 2015. The check was mailed to [redacted]...
[redacted]. This is the address listed on your Rental Application. If you do not receive this check by January 12, 2015, please contact me direct, either by phone (###-###-####) or e-mail ([redacted]). At this time, we will have to stop payment on the check and reissue. Best Regards,
[redacted]Senior Regional Portfolio DirectorAllison-Shelton Real Estate Services, Inc.
Good afternoon.Customer satisfaction is EXTREMELY important to our company, as well as treating all homeowners the same way, and not providing special treatment. It is clear that the 2 doors in question were clearly beat up and that the damage to them was not due to normal wear and tear. However, it has been agreed upon to replace them anyway. The tract to a sliding glass door is not replacing the 'door' but requesting a tract be replaced. This would be the responsibility of the homeowner. Contrary to the owners statement the attorney did not state that the frame of the sliding glass door would be covered.As for the gates (see attached portion of the CC&R's), I believe the gate in question falls under Article III, Section 5. The gate in question leads to the private back yard of the lot owner. This gate serves no other purpose but for that of the owner of the lot and shall be the responsibility of the lot owner. You may also want to refer to Article III, Section 7. and subsections (a), (b), (c), (d) & (e). As mentioned in previous correspondence, the flashing, and the wall shall be repaired at the cost of the Association. In addition, I have once again called Burns Pest Elimination to treat for the termites at 712 W. 14th Street, and have requested a confirmation of such treatment be sent to me upon completion. I will have [redacted] email the Ms. [redacted] regarding the status of the contractor and the scheduling of the agreed upon repairs.Again, we sincerely want to get these issues resolved with Ms. [redacted] in a professional and fair manner to all involved.Sincerely,[redacted]
I am currently in communication with [redacted] in regards to her outstanding balance due. The copy of the lease that has been supplied is correct and is not in question. [redacted] signed a 7 month lease which expired on 11/30, but the office staff did not receive the required written 30 day notice to vacate prior to the end of the lease of 11/30/12. She is working with her husband on retrieving a copy of the completed notice to vacate form she states was submitted back to the leasing office in late November/early December.[redacted]Regional Portfolio Director
To whom it may concern: First, we responded to the Ms. [redacted] directly with an email and she did not respond. I am responding per the bullet points in the homeowner's last email.1.The Association has already agreed to pay for her front door as outlined in the CC&R's. This should satisfy this request.2. Gates are the responsibility of the homeowner. The gate in which the homeowner speaks of lead to her back yard, and her back yard only. The Association has no access to the back yards on 14th street and is not responsible for maintaining anything in the back yards of those particular row of units.3. The termites were treated on the next door unit. The termites are not even on the homeowners unit, but regardless this request was taken care of.4. Flashing - the Association will have the flashing repaired within the month of January 2015.5. Wall repair - please provide pictures of what needs to be repaired.Thank you.[redacted], RPD
Thank you for your corporate responseHowever, the issues in my home went without notice for four monthsI had two pages of issues upon moving inManagement failed to keep tabs on my extensive list of home issuesAll of those months management had access to make the repairsNow that trust has been broken by management, I've elected to use my right to be present when staff is in my homeAs of today, the coolest days of the week at degrees, the air conditioning in my son's bedroom is not functioningWhen I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for usYou say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documentsThe fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residentsI now understand why my next door neighbor disappeared in the middle of the night
To whom it may concern: First, we responded to the Ms [redacted] directly with an email and she did not respond I am responding per the bullet points in the homeowner's last email.1.The Association has already agreed to pay for her front door as outlined in the CC&R's This should satisfy this requestGates are the responsibility of the homeowner The gate in which the homeowner speaks of lead to her back yard, and her back yard only The Association has no access to the back yards on 14th street and is not responsible for maintaining anything in the back yards of those particular row of units The termites were treated on the next door unit The termites are not even on the homeowners unit, but regardless this request was taken care of Flashing - the Association will have the flashing repaired within the month of January Wall repair - please provide pictures of what needs to be repaired.Thank you[redacted] , RPD
The [redacted] HOA is responsible for the front doors of the units The HOA is not responsible for damage that is not wear and tear of the door You can look at the picture with all the screws holding the door together and tell that it was not damaged by wear and tear The HOA cannot confirm when this damage was done, or by who, however, what the HOA believes is that having a door split open and screwed back together is NOT wear and tear of a door and the other neighbor's in the complex should not be responsible for replacing a door that was damaged/vandalized in this mannerAdditionally, the doors were in that condition when the owner purchased them in October of this year The HOA had a legal opinion prepared by an HOA attorney regarding this issue and the HOA is following his opinion We have also forwarded her email sent to our offices over the weekend to the attorney for his legal opinion on how to move forward with this issue The termites were treated on the unit next door (not her property) and did not see a reason to contact her regarding the treatment of her neighbor's unit The patio wall issue was just brought to the association's attention and we are having it looked at by our general contractor The gate is her responsibility unless it was damaged by wear and tear, per our attorney We always strive to provide the best service possible for all the members in the community that we manage However, not everyone is going to like the answers they receive regarding a particular issue/request they are asking of the Association or the management company.We are working to resolve this issue through the Association's attorney as quickly as possible It was also recommended that Ms [redacted] might want to seek legal counsel if she was still unsatisfied.Respectfully submitted, [redacted] , CAAM, CMCA, AMSAllison-Shelton Real Estate Services, Inc
Ms [redacted] *** thank you for your responseI have followed up with the onsite team regarding your work order for your sons bedroom not coolinglooks like it was reported on 6/and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed outplease see attached work orderAllow us to remedy the issue and complete your work order ASAPplease reach out to the onsite team or myself to arrange a good time to have them complete this for youThank you Bertha S***
I am currently in communication with [redacted] in regards to her outstanding balance due The copy of the lease that has been supplied is correct and is not in question [redacted] signed a month lease which expired on 11/30, but the office staff did not receive the required written day notice to vacate prior to the end of the lease of 11/30/She is working with her husband on retrieving a copy of the completed notice to vacate form she states was submitted back to the leasing office in late November/early December[redacted] ***Regional Portfolio Director
Revdex.com: I have reviewed the response 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.I received a letter that all aspects of the my Revdex.com case # [redacted] have been resolved by Allison-Shelton 1/2) However, I have not received any communication from Allison-Shelton confirming that the tract of my door will be repaired or that I will be reimbursed for the gates I replaced It is the HOA's responsibility per the HOA CCR's Will you please have them send me this written confirmation? (Items and - UNRESOLVED)3) The termite tubes that were present no longer have active insects (Item - Resolved)4) The flashing has been repaired (Item - Resolved)5A) The wall outside my [redacted] Property has not been painted and the bush was not replaced No action has been taken on this (Item 5A - UNRESOLVED)5B) I had to stabilize the wall with an unconventional frame to mount the door gate It is difficult to tell if the wall has been stabilized Can you send me the documentation that this was indeed completed (Item 5B - waiting documentation)DOORSAThe Association has agreed to pay for the front door as outlined in the CC&R's This does satisfy part of my request pertaining to the front door I will have this door repaired and provide a receipt to the Association.BMs [redacted] did not reference the sliding door frame tract in her response The Association has agreed to repair/replace damage to a sliding door frame previously In an email sent to me on 7/18/13, Allison Shelton wrote:“it is the responsibility of the HOA to maintain and repair the door The Attorney also stated that the frame of the sliding door would be covered.” Then Ms [redacted] later sent me an email on 12/18/stating: “The Association will not be replacing those doors As for the ‘tract’, that is not a door and will not be replaced either You may take this up with your counsel if you desire.”This has been extremely frustrating, since Ms [redacted] was in possession of her colleague’s email which stated Allison-Shelton’s Attorney’s opinion on the matter I have requested that she take the time to read the email, and re-consult with her counsel if needed She has not responded to this specific issue to dateI would like a current written confirmation that the door frame will be repairedGATESWhile I always appreciate Ms [redacted] ’s creative arguments about the HOA responsibilities, they are not supported by the language in the CCR’s It is the responsibility of the Association to replace, maintain, and repair any improvements on personal property adjacent to private streets, walkways mailboxes, etc.(Article VI, Section 1) The gates are adjacent to the common area walkway to the pool/tennis court area, mailboxes, and [redacted] As stated in my previous response, the gates were nearly years old, and were made of wooden fencing that had deteriorated with time, weather, wear and tear, and lack of HOA maintenance We replaced the gates with the type Mr [redacted] recommended, and I am happy to provide the receipt for their replacement TERMITES I am not privy to records of termite treatments on the Los Prados property, but I have never seen a disruption in termite activity over the past two years I have re-attached the photos that were sent to Allison-Shelton showing active termites that were taken on 5/18/and 12/24/ The tubes contain live insects I have also attached photos of the active termite tubes that were taken today, 1/6/ I do not consider this issue to be resolved, as there is still active termite infestation in the Los Prados community that needs to be addressed FLASHING Thank you for scheduling the repair of the [redacted] in January Note: There is damage to both the lower and upper wall flashings on the properties that are in need of repair WALL REPAIRAI have included photos of the unfinished wall repair in front of the [redacted] property as requested I’ve attached photos sent on 5/18/ The stucco was fixed, and the oleander in front of the property was cut down to a stump when they did the repair The bush subsequently died, and was removed The stucco has yet to be painted and the oleander has not been replaced BThe wall adjacent to [redacted] **on the [redacted] property is still unstable Mr [redacted] said he would be inspecting the wall when I spoke with him on 11/26/14, and Ms [redacted] stated that she was having it looked at by a general contractor on 12/23/ Please update me about the contractor’s assessment and the timeline for repair This issue was not referenced in Allison-Shelton’s most recent communication Regards, [redacted]
Revdex.com: I have reviewed the response 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.We respectfully reject your business response DOORS: Article VI, Section 1(c) of the CC&Rs requires the Association to maintain the doors of Units, except in cases where the Board has determined that a door was damaged by an owner, resident or guest The doors were NOT damaged by us, our residents, or our guests It is unclear to us as to why you continue to reference a legal opinion about negligent owner misconduct, when there is no evidence to suggest that it occurred in this case We have e-mailed your attorney directly over the weekend to better clarify our concerns, and would like copies of all future communications from him that address the specific issues outlined in this complaint minutes after receiving this Revdex.com response, we received another e-mail from your colleague at Allison-Shelton accepting responsibility to repair the doors It would be very helpful if your organization could better coordinate your communication with us, in order to avoid confusion and resolve matters in the most efficient manner moving forward GATES and WALL FOOTINGS: Thank you for clarification about the gates that we requested six weeks ago They were nearly years old, and were made of wooden fencing that had deteriorated with time, weather, wear and tear, and lack of HOA maintenance We replaced the gates with the type Mr [redacted] recommended, and I am happy to provide you with the receipt for their replacement As we explained to Mr***, an stabilizing brace had to be placed above one of the gates, due to the structural failure of the adjacent wall Thank you for notifying your contractor about the wall instability Please provide us with further information regarding the the contractor's assessments and the timeline for repairs TERMITES: There are still active termite tubes on the neighboring property They have been there consistently since December 2012, when we first viewed the [redacted] Properties We have included another set of photographs depicting their active infestation These photos were taken today (12/24/14) You mentioned that Allison-Shelton saw no reason to notify us of the treatments that were supposedly done to this structure This is disappointing, since you have received calls, emails, and pictures from us regarding the problem every few months for nearly two years We also specifically requested documentation of the termite treatments in from you in writing A quick email response would have been a minimum common courtesy for a company who advertises "excellent and responsive service to the residents of the communities" and "an overall commitment to the neighborhoods in which we operate" FLASHING: There was no mention of the broken flashings in your response The flashings are still severely damaged, allowing (rodents, insects, scorpions) direct access into the walls of our property Please advise on the specific plan and timeline to address this issue INCOMPLETE WALL REPAIR: Your response also did not give further information about on completing the wall damage repair job in front of our property Please advise on the specific plan and timeline to address this issue.As always, we look forward to the prompt resolution of these matters Regards, [redacted] and [redacted]
Ms***, We appreciate your residency at Mandarina Luxury Homes in TempeWe have reviewed your complaint and would like to address your concerns regarding the check you provided to our officeYour statement that the office staff has misplaced your check or allowed your bank account to
become vulnerable due to negligence on their part is simply untrueThe check provided to our office was deposited utilizing a 3rd party management software on April 3rd The check was then placed by the site in a secured locationDuring the initial deposit of the check the routing information was unable to be fully verified and therefore did not withdraw the funds of $Once the team was made aware of the routing issue regarding your check, the team members retrieved the check from the secured location and were able to deposit the funds once the routing number was fully entered. We at Shelton-Cook share your concern and focus on prevention of identity theft and will continue to be diligent in these areas
Spoke to Ms* *** on Friday June 9th at 4:30pmapologized for the issues that arose from her original move in date of Feb 1, offered to make sure that we would have maint take care any open work orders for hershe stated that she worked long hours and is not home oftenI asked her to please reach out to mgmtor myself when she was ready and available and we would take care of any outstanding work ordersfrom my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holescan supply the copies of the completed work orders if needed.I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen againWe are unable to let Ms* *** out of her current llease with Crescent Ridge apartmentswe value Ms* ***s residency and would like to continue to make her stay with us a enjoyable one. Thank you, Bertha S
*Regional Portfolio Manager
The wall was painted, and the landscapers are adding a plant next Monday.The gates are covered under section 5, page 10...Common area easements...it states, "as Owner of the common areas, for use and maintenance as common areas, of those portions of every Lot NOT enclosed for private use, not overhung by the improvements of the lot, or not otherwise clearly intended by Developer for the private and exclusive use of the Lot Owner." The only people that use the gates are the individual owners of the lots, and the owners have always been responsible for the repair and replacement of the gates.The sliding glass door tract issue comes down to what is a door. We do not believe that the tract of the door is a door. We strive to perform at a very high level when it comes to managing HOA's, and it is not always easy when you have conflicting views with the owners. Our goal is to be fair, reasonable, and consistant. We apologize for being a little late with our response as we were waiting to hear back from our counsel regarding these issues and he was on vacation.Please let us know if we can be of further assistance. Thank you!
Thank you for respondingUnfortunately, you failed to let me know that there was a problem with my checkMy concerns were ignoredIf the answer was so simple why could I have not been told before having to make changes to my financial life? Lack of courtesy and professionalism is prevalentAlso, my phone call to the leasing office in mid April lead to the front desk girl, telling me that the bank had my check, and that it had been depositedShe was the one who suggested that the bank might have put it on hold for a random fraud checkWhy couldn't she be honest and tell me that it was being held but safe? Or that she would look into the matter and call me back? No, she told me that the check had cleared on your end, and deposited, and that my bank was at fault. Even if it was just a billing system problem, did I not deserve to have an explanation or a heads up after I had already called and asked about it? This management team knew I was worried about the check and upon finding out what the problem was, either lied to me, or chose not to tell me that my concerns were being taken care of I still expect some sort of compensation due to the panic and stress caused by your lax business practicesI do expect you to train your employees on how to handle sensitive financial matters with your rentersI have rented for years and have never had a problem like thisNotice from the leasing management would have been appropriateA If compensation in the form of crediting a month's rent is due to lack of good business practice and lying, I would at the very least like a letter from my management and the team member apologizing for handling this instance poorlyI request this letter be in writing and not done electronicallyIt is the least that this business could do for the damage that has already been done in my lifeThanks
*** submitted an "open deposit" for the next available unit on 1/28/Upon obtaining an apartment for *** on 6/12/we called him to come in and fill out income qualification paperworkHe did come in and although he did not need to pay a full deposit at the time *** stated that he
would rather pay the entire deposit and be done with it so we accepted his deposit of $On *** application and paperwork he stated that his gross income is $2,per month which would have qualified him for an apartment at *** ** ***After management reviewed his 3rd party income verifications his income was found to be $2,per month which put him over our income restrictionWe called him on 6/15/to let him know that he was not qualified to move in and we asked him to come pick up his money order. He refused to accept his money order for his deposit back and signed a refusal stating he wanted a new check mailed to himOur office then deposited his money order and processed a refund to be mailed to the address on his application*** check was mailed out on 6/to his home address; which was within the days that we had to return this to the applicant*** then came in and stated that he never received a check and he wanted it mailed to his P.OBoxand then walked out Despite numerous requests via phone and email to obtain his P.Obox so we could have a new check cut he ignored our requests until on 7/9/when he provided a his P.OBox addressOur office then issued a new check and sent it certified mail to his P.OBox address for $860.00. Management will refund the $non-refundable application fee that was submitted for any inconveniences that this may have caused. The check for $will be sent to the PO Box provided on 7/
Revdex.com:
I have reviewed the response 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.I disagree with the charge of $for "painting" as stated previously in my complaintI have tried to dispute the charge numerous times directly with the representatives at ***-***I have not received any phone calls or emails from anyone at ***-*** since the complaint was filedIf a check for $was already processed then I am requesting an additional check for $to be issuedI am requesting the full deposit of $to be returned and an additional $to be processed for my inconvenienceThe sum total of what I'm requesting is $
Regards,
*** ***
We apologize for any inconvenience that this may have caused and would like to let [redacted] know that his holding deposit will be overnighted, to the address on this compliant. Please see the tracking number provided below:[redacted]
Spoke with [redacted] on Wednesday March 26th regarding her complaint. Explained to her per the site lease file notes, that She and her husband [redacted] did not give proper written notice to vacate as stated per their lease agreement and did not pay thru that notice. Ms. [redacted] stated that she...
did give written notice to the property and would need to talk with [redacted] and send me a copy of their notice and proof of payment. I provided her with my email address to send a copy of that notice and payment that we could review.I have not yet been provided with these items as of date.[redacted]Regional Portfolio DirectorAllison-Shelton Real Estate Services
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Thank you for bringing this matter to our attention and please accept our apologies for the delay. According to our records, a check in the amount of $101.50 was cut on December 30, 2014, and was mailed on January 02, 2015. The check was mailed to [redacted]...
[redacted]. This is the address listed on your Rental Application. If you do not receive this check by January 12, 2015, please contact me direct, either by phone (###-###-####) or e-mail ([redacted]). At this time, we will have to stop payment on the check and reissue. Best Regards,
[redacted]Senior Regional Portfolio DirectorAllison-Shelton Real Estate Services, Inc.
Good afternoon.Customer satisfaction is EXTREMELY important to our company, as well as treating all homeowners the same way, and not providing special treatment. It is clear that the 2 doors in question were clearly beat up and that the damage to them was not due to normal wear and tear. However, it has been agreed upon to replace them anyway. The tract to a sliding glass door is not replacing the 'door' but requesting a tract be replaced. This would be the responsibility of the homeowner. Contrary to the owners statement the attorney did not state that the frame of the sliding glass door would be covered.As for the gates (see attached portion of the CC&R's), I believe the gate in question falls under Article III, Section 5. The gate in question leads to the private back yard of the lot owner. This gate serves no other purpose but for that of the owner of the lot and shall be the responsibility of the lot owner. You may also want to refer to Article III, Section 7. and subsections (a), (b), (c), (d) & (e). As mentioned in previous correspondence, the flashing, and the wall shall be repaired at the cost of the Association. In addition, I have once again called Burns Pest Elimination to treat for the termites at 712 W. 14th Street, and have requested a confirmation of such treatment be sent to me upon completion. I will have [redacted] email the Ms. [redacted] regarding the status of the contractor and the scheduling of the agreed upon repairs.Again, we sincerely want to get these issues resolved with Ms. [redacted] in a professional and fair manner to all involved.Sincerely,[redacted]
I am currently in communication with [redacted] in regards to her outstanding balance due. The copy of the lease that has been supplied is correct and is not in question. [redacted] signed a 7 month lease which expired on 11/30, but the office staff did not receive the required written 30 day notice to vacate prior to the end of the lease of 11/30/12. She is working with her husband on retrieving a copy of the completed notice to vacate form she states was submitted back to the leasing office in late November/early December.[redacted]Regional Portfolio Director
To whom it may concern: First, we responded to the Ms. [redacted] directly with an email and she did not respond. I am responding per the bullet points in the homeowner's last email.1.The Association has already agreed to pay for her front door as outlined in the CC&R's. This should satisfy this request.2. Gates are the responsibility of the homeowner. The gate in which the homeowner speaks of lead to her back yard, and her back yard only. The Association has no access to the back yards on 14th street and is not responsible for maintaining anything in the back yards of those particular row of units.3. The termites were treated on the next door unit. The termites are not even on the homeowners unit, but regardless this request was taken care of.4. Flashing - the Association will have the flashing repaired within the month of January 2015.5. Wall repair - please provide pictures of what needs to be repaired.Thank you.[redacted], RPD