Southern Reflections, Inc

Dear Revdex.com,I want to first and foremost thank you for following up on my complaint with Ellacott ApartmentsThe manager, Frank did reach out to me on Saturday and informed me to call the emergency line like it stated in his responseI am satisfied that there was recognition to my issue and that this maintenance issue was solved in the endAgain, thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

AH at Revdex.com received this business response via email.ELLACOTT PARKWAY Date: 7/11/17To Aletia Howard, I am in receipt of your complaint ID #concerning the move out charges of $for Valerie BurrisThe Customer's Statement of the Problem states, 1) She was charged for the bed
bug treatment in her suite and was not told she would be responsible for the cost of the treatments2) She was charged for dirty range3) She called but never received a return phone call. 1) We have a Pest Management Plan and Bed Bug Addendum that has been included with the renewal paperwork since In the addendum, it states in paragraph 6; "Landlord reserves the right to charge the cost of treatment, eradication of infestation and cleaning of infested areas and any and all other associated costs to Tenant(s)Landlord shall notify Tenant(s) in writing as to any charges assessed to the Tenant(s)Tenant(s) shall be required to pay said charges within thirty (30) days of receiving said noticeAny such charges may be deducted from Tenant(s) security depositLandlord may also terminate the Rental Agreement." When the addendum was added we would make sure the residents knew about it at renewal time by explaining that addendum as we do with all the other renewal paperworkShe also signed the Pest Management Plan and Bed Bug AddendumI have included the and copies of the addendum with her signature on themI have also included the letters we sent to her for the bed bug extermination charges as the addendum statesThere is one extermination invoice charge that was not sent to her because she moved out before we received the invoiceI have included that invoice so the total charge of $can be proven2) The $charge for cleaning the range is from the residue left after it was cleaned in the range, under the stove top and drip pansWe are not saying it was not cleanedBut there was more cleaning to do3) We have no record of her calling our officeI am the person who would have called her back if she did callI do return all calls I receive.In summery the bed bug extermination and range cleaning charges are legitimate and the tenant was notified of the extermination charges in writingNo phone calls were received from the tenantNo further security deposit will be returned. Thank you for your attention to this matterIf you have further questions please fel free to contact me at any of the contact points below. Respectfully, Frank DiPenti Property Manager Ellacott Parkway Apartments 216-662-office 216-475-fax [email protected]

Ellacott Parkway Apartments To: [redacted] Re: ID #[redacted] Date: 3/1/16 Dear [redacted], This letter is in response to the letter dated 2/18/16 concerning ID #[redacted]. Ms. [redacted] wrote a work order on line on Saturday, February 13, 2016 at 1:08 PM for her tub faucet and also...

called the office Saturday, February 13, 2016 at 2:57 PM and left a message on our regular message line and not the emergency line. She stated in her letter to you that our office closes at 2:00 PM. Our office closes at 4:00 PM on Saturdays. I was in the office that day and called Ms. [redacted] back after reading the work order that she posted on line that stated she was unhappy. She did mention that she had called Thursday, February 11, 2016 about her tub faucet. I found out later after speaking with the gentle man she spoke with he did forget to write her work order. I let her know that I did not see a work order in the system from Thursday and apologized for the mix up. I told Ms. [redacted] that there are no maintenance persons on the property on the weekends except for emergencies. I told her I considered her tub faucet an emergency and to call back the office phone number and to wait for the prompt for the emergency line to get to the answering service to have the maintenance man on call come out that day. I told Ms. [redacted] I wrote her phone number down so when she called back I would see her phone number on the caller ID and I would not answer the phone so it would roll over to the answering service so she could leave a message for the maintenance person on call. She called back within seconds. I noticed she called the office again in a short period of time after the first I let go to the answering service. I let that go to the voice mail also. I noticed her phone number again in a short period of time after her second call so I picked up the phone in case she was trying to get a hold of me. She said she was having trouble leaving a message. I told her I would not answer the phone if I saw her number again. She called back a few seconds later and I let it go to the voice mail. After that I did not see her number again that day on the caller ID and assumed she got through and we repaired her tub faucet that day. I know the emergency line was working properly because we received other emergency calls that day that the on call maintenance man answered and completed. I found out on Monday, February 15, 2016 that we had completed her work on Monday, February 15, 2016 from the work order she put in on line on Saturday. She had not got through to the emergency service on Saturday and there were no messages from the time I left at 4:00 PM on Saturday through Monday morning when we came back in the office from her. In summary, her work was completed on Monday, February 15, 2016 but could have been completed as soon as Saturday, February 13, 2016. Ms. [redacted] has been here since 2008 and we have 27 work orders from her since 2012 that were completed in a timely manner with no complaints. Respectfully, Frank D[redacted] Property Manager Ellacott Parkway Apartments 216-662-9222