Southern Reflections

Ellacott Parkway Apartments To: [redacted] Re: ID # [redacted] Date: 3/1/Dear ***, This letter is in response to the letter dated 2/18/concerning ID # [redacted] Ms [redacted] wrote a work order on line on Saturday, February 13, at 1:PM for her tub faucet and also called the office Saturday, February 13, at 2:PM and left a message on our regular message line and not the emergency lineShe stated in her letter to you that our office closes at 2:PMOur office closes at 4:PM on SaturdaysI 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 unhappyShe did mention that she had called Thursday, February 11, about her tub faucetI found out later after speaking with the gentle man she spoke with he did forget to write her work orderI let her know that I did not see a work order in the system from Thursday and apologized for the mix upI told Ms [redacted] that there are no maintenance persons on the property on the weekends except for emergenciesI 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 dayI 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 callShe called back within secondsI noticed she called the office again in a short period of time after the first I let go to the answering serviceI let that go to the voice mail alsoI 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 meShe said she was having trouble leaving a messageI told her I would not answer the phone if I saw her number againShe called back a few seconds later and I let it go to the voice mailAfter 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 dayI know the emergency line was working properly because we received other emergency calls that day that the on call maintenance man answered and completedI found out on Monday, February 15, that we had completed her work on Monday, February 15, from the work order she put in on line on SaturdayShe had not got through to the emergency service on Saturday and there were no messages from the time I left at 4:PM on Saturday through Monday morning when we came back in the office from herIn summary, her work was completed on Monday, February 15, but could have been completed as soon as Saturday, February 13, Ms [redacted] has been here since and we have work orders from her since that were completed in a timely manner with no complaintsRespectfully, Frank D [redacted] Property Manager Ellacott Parkway Apartments 216-662-