Spring Property Management LLC

We are rejecting this response because: the details outlined in Spring Property Mgmt (Gorden Farms) response had many inaccurate details For example, on 11/when the pest control technician showed, Mrs [redacted] was not very hostile towards her and did NOT yell or curse at her Mrs [redacted] confirmed that she was frustrated and was upset because of the situation Also, Mrs [redacted] was not “adamant” that the dead rodent or animal was in the vent Mrs [redacted] simply wanted Spring Property Mgmt to look at all options The most inaccurate details were outlined on Friday 11/ Alysia verbally confirmed to Mrs [redacted] later that day, that she DID detect a foul odor in the apartment To say the apartment was "relatively pleasant" is completely absurd The small apartment stunk very, very bad As mentioned, Mrand Mrs [redacted] had to leave the apartment for the weekend, because of it To say that...”She seemed to be open to our plan until it was told to her that we would cover $towards their hotel stayShe was adamant that that amount would not suffice however....” is untrue To this date, 11/– there is still evidence (odor) of a dead rodent somewhere in the apartment Mrand Mrs [redacted] are disappointed in Spring Property Management Specifically -- Alysia Mrand Mrs [redacted] will accept Spring Property Management’s offer to allow them to move and break the current lease without penalty, if this is what Mrand Mrs [redacted] choose to do We (Mrand Mrs [redacted] ) are still in discussion about the best option for us Regards, [redacted]

I sincerely do not feel that the late fee was justified due to the Holiday hours The attitude and treatment towards the residents of Heritage Glen is both unreasonable and unjustified in most cases I will not accept any resolution short of what my request on the complaint resolution suggests

We would be happy to review any documents Ms [redacted] would like to submit to usHowever, it is still our position that the charges she was billed for are valid and will not be reversed at this time

Each of our apartments are thoroughly inspected for bed bugs after every move outAdditionally, maintenance, painters, cleaners, and carpet installers all worked in this particular apartment without incident prior to the resident moving inWe can not 100% guarantee that no one will ever move into an apartment that has bed bugs, but it is very unlikelyAt the time this resident moved in, our staff discussed the prevalence of bed bug issues in the Columbus as a whole and provided the residents with lots of information on how to prevent and detect bed bugsWe do this because we take this issue very seriouslyIt is inconvenient for residents who have to deal with bed bugs, and it is costly for us as a property owner to lose rent and pay for treatments for units that have been infestedOur office was made aware of the bed bug issue just hours before this complaint was filedWe had already contacted pest control and requested a time for them to inspect the apartment the following day and we had also provided the resident with information regarding the inspection and treatment processWe do not feel that it is realistic for the resident to expect to be transferred into a new apartment within hours of reporting an issue and we certainly would not be able to provide them with options specific to their situation without having a pest control company assess the situationA pest control technician as well as one of their company’s higher-ups came to the property on Thursday, January (less than hours after the initial complaint)At this time, they inspected the apartment at length while the resident was presentThey were unable to find any bed bugs or any signs of bed bug activity in the apartment or on any of the resident’s furnitureThey indicated that there was no infestation presentHowever, they treated the apartment as a precaution (completely at our expense) and will return after two weeks for a follow up inspection and second treatmentWe believe we have taken every step necessary and appropriate in this situation and would be happy to continue to stay in contact with this resident to ensure that everything is resolved as quickly and efficiently as possibleThere does not appear to be any reason to transfer the resident into a different apartment or to terminate the lease at this time

It is apparent that Spring Management does not care to be a responsible and client friendly company My suggestions remain as they were in hopes that common courtesy would prevail not only in my situation, but others that both renters and owners in the Heritage Glen community have expressed to me The only thing we are looking for is courteous understanding and common sense when dealing with management therefore this will remain an unresolved complaint and be recorded as such We all want an attractive and pleasant community to live in, but it will remain the responsibility of the owners and management to provide this We as owners only have the ability to do what is necessary for the interior maintenance We all feel betrayed by Spring Management since their takeover some three years ago We need much more communication and respect from these folks

Respond to Complaint In the previous claim filed, the resident requested the following: “we should be able to break our current lease - at any time - with days notice, with NO penalty or fees to us This offer should be extended to us for the remaining months of our lease contract” Although we were not willing to commit to their open ended request during the time the previous Revdex.com claim was ongoing (Around December 2016) they again inquired in the middle of February about vacating the apartment at the end of February or the middle of MarchWe were agreeable to a March 15th move out with no penalty.However the resident proceeded to vacate the apartment on 2/after being advised that per our agreement, they would still need to make a payment to cover their rental obligation thru 3/(their requested day notice period)The resident failed to make the rental payment to cover this period of timeThat is why they currently have an outstanding balanceThe apartment was not re-rented until the end of March and while we are certainly not trying to bully the former resident, we are following the collections process outlined by the law with regards to their unpaid balance

We are very sorry that the complainant feels that way, however we will not be altering our policies to meet his demandsWhile we had hoped to explain matters sufficiently for Mr [redacted] to understand our position, it is clear that it is impossible for this to happenWe are legally bound to treat all residents equally, which means that we cannot waive his late fee if we will not waive them for each of our residentsAdditionally, we would appreciate it in the future if Mr [redacted] would exercise the respect towards our property and employees that he requests of us.Sincerely,Spring Property Management

On August 15, 2014, a letter was sent to Ms*** at the
forwarding address she provided to our officeThis contained all the
information related to her move out and the balance due to Spring Property
ManagementIt does look like there may have been an error with the description
of one of
the chargesOn page 1, it shows a $unpaid rent chargeThis
amount should have been listed under Section F (Other damages) as lawn damageThis
is printed correctly on page Attached is a copy of this letter
Page is a summary sheetThe $is a
total of the utility bills we received and paid on her behalfPage shows the
actual break down of that amount as $for water and $for electric
She was NOT charged any additional rent,
although they keys were not received by our office until July 22, 2014, days
after her scheduled move out date of July 20, All of the things she was
charged for are things that she failed to clean or repair before moving out and
can be proven with photographsThe damage to the lawn was not present when the
upstairs neighbors moved outThey moved out on July 15, Their apartment
was inspected on July 16, and the lawn damage was not there at that timeMs
*** returned keys on July 22, and her apartment was inspected on July
23, The damage was present at that timeThere were no other move outs in
between these inspection dates. There was a security deposit of $that was retained to cover damagesMs*** also refers to a pet deposit of $This is not a refundable deposit, it is a non-refundable pet feeThis amount does not go towards damages caused by the pet or the tenantThe amount of damages exceeded the $security deposit leaving a balance of $304.59. After the bill/statement was sent, there was another electric bill received in the amount of $As of today, her account balance is $and this amount is still currently past dueWe would be happy to set up a payment arrangement to help take care of this but we are not able to make adjustments for valid charges

Good evening,Unfortunately there was a great deal of miscommunication with the vendors regarding this projectOur painting vendor continually assured us that he was working on getting additional help to complete this project, however that never materializedWe have hired a new vendor that is
currently being tested at another community of oursProvided everything goes well at that property, he has been scheduled to begin work on the remaining buildings at *** *** on August 7th, Should there be any additional questions or concerns, Mr*** is welcome to contact the office or myself at [email protected]

To Whom It May Concern:Our lease clearly states "Rent unpaid on or before the 3rd of each month is delinquent and a late fee of $will be added..."There is no requirement that a business extend a grace period due to holidays or non-business daysOur office was open from 10:00AM until 5:00PM
on Saturday, January 2nd, if Mr*** was uncomfortable with dropping the payment off after hoursHowever, the only individuals who have access to the office after hours are employees of our company, therefore it is a safe and secure method of paymentAdditionally, we have an online payment system that several residents utilize if they prefer that instead of dropping off a hard copy checkUnfortunately, we do not waive late fees and Mr***'s $late fee will not be credited to his account as he has admitted in writing that he turned his payment in on the 4th, indicating that it was indeed late.Sincerely,Spring Property Management

A portion of the garage deposit was held because there was no notice provided before the resident moved out of the garageAs per the lease agreement, a day written notice to vacate is requiredShe was actually charged for only one additional month as it was anticipated that the garage could be
re-rented sooner than daysSubsequently, the garage was re-rented during the month of June which entitles the resident to receive an additional prorated refund of $which will be processed and mailed to the address in our recordsReturn calls were placed to the resident to help resolve this matter but we would be happy to address any further concerns

I am including this...Clearly they were concerned there was an issue, as in the previous years of me leasing from them, they never asked to come in and inspect. And the name of the pest company was not **-it was *** pest control. --

We definitely apologize if you have not had an enjoyable experience with usEvery apartment someone moves in to should be 100% ready for themIt does happen occasionally that something is overlooked or needs touched up and while we all work hard to ensure this isn't the case, in those situations,
we will do everything we can to make it rightOur records show that you requested to move in the apartment earlier than the originally agreed upon dateIt was explained to you that the windows were to be installed on the new date that you wanted to get keysYou stated that you were unable or unwilling to wait for us to complete the work and we allowed you to sign the lease and get the keys early with the understanding that we would still be working in the apartmentWe believe the glass on the carpet was from the removal of the window as it was being replaced and is absolutely not a normal occurrenceFor this reason, we offered to send our cleaner in to touch everything up, which you declined. We are not sure why you would be under the impression that our maintenance tech was not capable of installing a window screen or mini blinds, but this is a most basic function that almost anyone could handle and definitely something our tech could have taken care of for youYou indicated in your complaint that nothing has been addressed however, on March 10, our maintenance tech was at your apartment and repaired the drain, brought blinds, swept the carpet, and replaced the batteries in smoke alarmThe cosmetic issues (the carpet in the closet, and the stove top) are noted in your file as preexisting and you will not be charged for them at move outWe do not have record of a service request regarding birds in the ceiling but would also be happy to attend to this if it is an issue, stillWith regards to the smoke smell in your apartment, we have had several members of our staff out and no one was able to identify the smell of smoke or dogWe feel that we have taken the appropriate steps to remedy the maintenance related problems you have brought to our attention. We also understand that you have had some issues with our Resident Services CoordinatorHe is responsible, in part, for helping to monitor the parking areasHe was checking the tags on the motorcycleThe police department actually will NOT monitor or enforce this for us, as the vehicles are parked on private propertyAdditionally, there are requirements for motorcycles that are parked on the property (including not having the kickstand directly on the pavement, etc) and it would be his job to make sure the guidelines are being followedWe can appreciate that the idea of someone checking these things might be concerning to you but the only way this would be completely prevented would be for you to rent a garage where the bike can be stored in private. We would be happy to try to assist you further if there are issues that are still on-going but unfortunately, we would not be able to adjust your lease term to a month lease or a month-to-month leaseWe can not force you to be happy here but please be assured that we strive to provide everyone with great customer service and a great place to live and we sincerely hope that you will give us the opportunity to do just thatWe are open to suggestions on how to help us improve your opinion but again, we are unable to amend the original lease

Each of our apartments are thoroughly inspected for bed bugs after every move out. Additionally, maintenance, painters, cleaners, and carpet installers all worked in this particular apartment without incident prior to the resident moving in. We can not 100% guarantee that no one will ever move into...

an apartment that has bed bugs, but it is very unlikely. At the time this resident moved in, our staff discussed the prevalence of bed bug issues in the Columbus as a whole and provided the residents with lots of information on how to prevent and detect bed bugs. We do this because we take this issue very seriously. It is inconvenient for residents who have to deal with bed bugs, and it is costly for us as a property owner to lose rent and pay for treatments for units that have been infested. Our office was made aware of the bed bug issue just 2 hours before this complaint was filed. We had already contacted pest control and requested a time for them to inspect the apartment the following day and we had also provided the resident with information regarding the inspection and treatment process. We do not feel that it is realistic for the resident to expect to be transferred into a new apartment within 2 hours of reporting an issue and we certainly would not be able to provide them with options specific to their situation without having a pest control company assess the situation. A pest control technician as well as one of their company’s higher-ups came to the property on Thursday, January 5 (less than 48 hours after the initial complaint). At this time, they inspected the apartment at length while the resident was present. They were unable to find any bed bugs or any signs of bed bug activity in the apartment or on any of the resident’s furniture. They indicated that there was no infestation present. However, they treated the apartment as a precaution (completely at our expense) and will return after two weeks for a follow up inspection and second treatment. We believe we have taken every step necessary and appropriate in this situation and would be happy to continue to stay in contact with this resident to ensure that everything is resolved as quickly and efficiently as possible. There does not appear to be any reason to transfer the resident into a different apartment or to terminate the lease at this time.

Spring Property Management DID agree for us to vacate the apartment by March 1.  We were living in unhealthy conditions (rotten smell of dead animal/rodents) for months, at this point.  Also, our apartment was infested with mice. Sping Property Management was aware of this.  The agreement to vacate the apartment by March 1, was confirmed within communication between [redacted] (husband) and Bethany (Spring Property Mgmt team member). Both Alicia and Bethany knew that we were vacating the apartment by March 1. They confirmed that they had a waiting list for the 1 bedroom apartment and "would not have a problem renting it." Also, I am still unclear what the total amount of $479 is for. !? This does not represent 1/2 months of pay, minus water costs.  Nothing has been communicated to us by Spring Property Management, aka Gorden Farms.One more note.  If there was money owed to SPM, why did they not contact us? They had our address, our (2) cell phone numbers and our home number. We would've discussed this matter.  Instead, they hire "FABCO" to send a "demand for payment" letter to us.  5 months later.  Again, we consider this harassment and will not stand for it

We would be happy to review any documents Ms. [redacted] would like to submit to us. However, it is still our position that the charges she was billed for are valid and will not be reversed at this time.

I moved out of the apartment on June 2. I can supply the info from the moving company. The keys were turned in on the date I was given by the office.I also don't owe any money, I paid the collection agency so it would be removed off of the credit report.

Our maintenance department is operational Monday through Saturday from 10 am until at least 5 pm. They are available after hours and on Sundays to handle legitimate maintenance emergencies such as fire, flood, refrigerator not working, etc. And while we believe the smell was unpleasant, we do not...

consider foul odors to be a maintenance emergency, and a technician was not dispatched at that time.Monday, 11/14 - The maintenance tech for the property was scheduled off that day. Jim was working in the office but he also handles maintenance for us regularly. After receiving her messages, Jim took the initiative and went to her apartment to see what assistance he could provide and to assess the situation. Jim did confirm the smell was present but was unable to locate its source. He cleaned up mouse droppings from her HVAC closet, set traps, identified and sealed the suspected entry point to the apartment. He advised our upper management that we would need to have a pest control company come out. We contacted pest control and requested them to come out as soon as possible. They were unable to come out the same day but they got us on the schedule for the following day. This information was relayed to the resident who found this to be unacceptable. She demanded a pest control company come out that afternoon and demanded that an HVAC company be contacted as she was certain that the mouse was in the duct work leading to the bathroom vent. She was advised that our pest control company is a third party company that is responsible for their own scheduling and we were unable to “make” them come out the same day. We also advised her that our regular maintenance tech would be out in the morning to check the HVAC system. Mrs. [redacted] found this unacceptable as well and demanded that we call a third party company to come out the same day. Our maintenance tech is HVAC certified and we did not feel the need to contract an outside company to handle this. Tuesday, 11/15 - When the pest control technician arrived, Mrs. [redacted] was extremely hostile towards her - cursing and yelling at her . Upon finishing in the apartment, the technician reported back to the office. She stated that there was definitely a dead animal in the apartment and she was unable to find its exact location. She informed us that the mouse (almost definitely) was not in the HVAC system. Additionally, she stated that this is a fairly ordinary occurrence and that the mouse would decompose without further issue and the smell would dissipate without further action on our part. She also laid additional traps and bait to prevent this issue in the future. We also had our maintenance tech go to her apartment to check the HVAC system. He completely disassembled the furnace and thoroughly cleaned all the pieces. He said that there was no evidence of a mouse, or anything else in the HVAC system – (no droppings or chewed wires, etc).Contrary to what we had been told by pest control and despite no visible evidence in her HVAC system, Mrs. [redacted] maintained her position that the mouse was in the vents. She demanded that we have another company come out to clean her duct work. While we did not feel that this was necessary, but decided it would be reasonable to go ahead and provide this service for her. In the interest of helping Mrs. [redacted] feel more comfortable and helping to resolve the issue, we contacted a company to complete this for her. She also requested that we clean her carpet and her sofa (which she believed to have absorbed the smell in her apartment). We found this request to be reasonable and agreed to do this for her as well. Wednesday, 11/16 - The carpet cleaning, sofa cleaning, and duct work cleaning were all scheduled through the same company. When the crew arrived at the apartment, Mrs. [redacted] (without relaying this to our office) told them to come back later, after the duct work had been cleaned. They told her that would be would be fine. They left and some time later, the duct cleaning crew arrived. Upon their arrival, they noticed that the duct work is a flexible line (similar to a dryer exhaust hose). They stated they would not be able to clean the duct work because this type of line is not a sheet of metal and can be punctured or disconnected internally which would cause very costly repairs. They were, however, able to clean out the cold air intake vent for the furnace. They thoroughly cleaned and sanitized the intake. Sometime later, Mrs. [redacted] contacted us to let us know the carpet cleaners had not returned yet. We contacted their office several times and were assured that the carpet cleaning crew was scheduled to complete the job that day. Around 5:30-6:00, the resident requested the carpet cleaners reschedule for the following day. We were very apologetic but were unable to reach anyone with the carpet company to find out why they had not come back. We later found out that the carpet cleaners did not return because the duct cleaning crew was unable to clean the entire vent system as Mrs. [redacted] had previously stated should happen before she would allow them to them clean her carpet. Additional research was done throughout the course of that day and we learned that our pest control company had given us pretty accurate and standard information. Finding a dead mouse in a wall (especially in a building with multiple apartments/stories) is like trying to find a needle in a hay stack and the most common course of action is to try to eliminate the odor until it disappears on its own. We found a number of suggestions to do this and were open to any suggestions that the resident had (short of ripping all the walls out). One of the things we found many positive reports about was how effective things like baking soda, coffee grounds, charcoal, etc. can be to help absorb and eliminate the odor. We hoped this would help to absorb the odor as the resident stated the smell was blowing out of the vents and asked our maintenance tech to go buy these things and put them inside of the vents and intake for the HVAC system. In addition to these common household items, we learned that an ozone/enzyme machine may be quite effective in removing the bacteria in the air that carry the smell. We ordered one of these machines as well.This was all discussed with Mrs. [redacted]'s husband and he was very open to these remedies. We informed him that the carpet company would be out in the morning, Jeff (our maintenance tech) would be out in the morning and that Alysia was going to try to arrange her schedule so she could come with Jeff.  Thursday, 11/17 - Alysia was not able to make it to their apartment due to a freeway closure which caused major traffic delays. She called Jeff to let him know that she would not be able to make it. She asked him to go to the apartment and to report back afterwards. The carpet cleaners also arrived and were given approval to complete whatever work they felt necessary. Additionally, Jeff was able to make a hose extension that would allow him to shop vac the duct work as Mrs. [redacted] was still insisting that the mouse was in the bathroom vent. He took the furnace apart, removed the vent covers and ran the hose through her ducts so that Mrs. [redacted] could see the hose come out into the furnace. According to our tech, the interiors of her vents and ducts were impeccably clean and there was no mouse inside nor was there any evidence of a mouse having ever been inside. Jeff put the items he had purchased inside her vents (he also put laundry sent crystals in the air intake). He turned the heat on and left the apartment. When he came back, a while later to check on it, he said the smell had noticeably improved to the point where the foul odor was almost undetectable.Friday 11/18 - Alysia went to the apartment first thing that morning. Upon entry, there were no foul odors detected. The heat was off, so, she turned it on and left the apartment. Approximately half an hour later, she returned and found the smell in the apartment to be relatively pleasant. There was absolutely no “dead animal smell” whatsoever. At the end of the day, we contacted Mrs. [redacted] to let her know what we found/smelled and to see what her thoughts on the situation were. Mrs. [redacted] expressed her displeasure with the steps we had taken (most of which were at her request) and repeatedly stated that no one cared about her situation and demanded another pest control company come out and another duct cleaning company come out. We did not feel that either of these things were necessary. Mrs. [redacted] was thoroughly displeased and stated that she would contact our office on Monday if the problem was persisting.Monday afternoon 11/21, we spoke with Mr. [redacted] who stated that he and his wife had come home the previous night and the smell was pretty severe. He inquired about transferring to a different apartment (which had already been discussed at length with Mrs. [redacted]). At that time, we informed them, again, that the only availability was for a 2 bedroom townhouse. They were welcome to transfer into it but the apartment is significantly larger than their current apartment and would rent at a higher price than they were currently paying. We discussed our availability for other locations, as well. Unfortunately, we are very full at all of our locations and do not have a comparable apartment to transfer them into. Mr. [redacted] inquired about moving out. Although they are in a lease until June 2017, we let him know that we would be happy to let them leave without penalty as it is most clear that we will not be able to satisfy the demands of Mrs. [redacted]. He said that would be acceptable and he would make arrangements to vacate the apartment ASAP. He called back a short while later to say that he had “jumped the gun” in agreeing to move and that they would like to stay. We discussed completing an ozone/enzyme treatment. We told him the ozone machine had just arrived at the property and that it had not been unpacked but we believed it would take about 12-18 hours to complete the treatment. We offered to provide them up to $100 in compensation to cover the cost of a hotel room for Tuesday night. We planned to have the residents leave the apartment on Tuesday morning and to have our maintenance staff place the machine and turn it on. We would compensate them while they stayed in a hotel Tuesday night, and during the day Wednesday, our tech would enter the apartment to remove the machine. When they returned home from work Wednesday evening, the treatment would be complete and (hopefully) the smell would be gone permanently. Mr. [redacted] seemed to think this was a good option and did not pose any objections at all. This was planned with the office staff at Gorden Farms as well as the maintenance tech.However, around 5:30, that evening, Mrs. [redacted] called. She seemed to be open to our plan until it was told to her that we would cover $100 towards their hotel stay. She was adamant that that amount would not suffice however, before offering this amount, we found rooms in the Dublin area at decent-nice hotels for $80-$90. Mrs. [redacted] insisted that was a lie and grew increasingly agitated when we told her that this was a courtesy and that we were trying to help her and that her husband had been perfectly happy with our offer. A brief while later, she hung up the phone. We contacted her husband to see if we should go forward with the ozone treatment. Mr. and Mrs. [redacted] were both present on the line for this call. Mrs. [redacted] stated that we were not permitted to enter her apartment to do the ozone treatment. She expressed concerns for the safety of the treatment and demanded more detailed information about how the treatment works as well as the specific manufacturer information, make, and model of the machine we would be using. She stated that she had some sensitive health concerns. We are not aware of (and would NEVER ask her to disclose) whatever health issues she has. She was advised of the type of treatment that would be occurring and told that if she had concerns or was interested in learning more, that we would encourage her to do look into it. We told her that we had not seen any information that would lead us to believe there were any negative effects that would result and that this treatment was common in hotels, rental cars, apartments, bars/restaurants, etc. She again insisted that she be provided with specific information about the potential chemical reactions the ozone would have with her carpet or other items in her apartment. We believe that as strong as Mrs. [redacted]’s concerns were, it would not be in anyone’s best interest for a lay person to provide her with the very technical information she was seeking. Subsequently, we learned that the machine we have acquired is a rapid turnover unit and would not need to run for an extended period of time but ensured Mr. [redacted] was provided with the exact type and manufacturer of the machine we intended to use.With regards to the settlement Mrs. [redacted] has requested, 1. We have already had a professional pest control company to her apartment. Mrs. [redacted] is under the incorrect impression that the company we called does not deal with rodent removal. As we have explained to her multiple times, the technician who came out was with a professional pest control company and they do provide rodent removal services. Their professional opinion is that there is no hazard to the health of any of the occupants of her apartment or any of the surrounding apartments and that the best course of action is to allow the mouse to decompose and the smell to dissipate on its own. We have gone above and beyond this recommendation, taking every step possible to eliminate the odor as quickly as possible (including providing services to her that had already been deemed unnecessary but were demanded nevertheless). We hoped this would help to demonstrate that we were taking her situation seriously and wanted to provide the best service possible, given the circumstances. 2. We have already discussed with both Mr. and Mrs. [redacted] their options for transferring and have explained to them that we are not willing to pay the additional cost for them to live in a bigger apartment. 3. We have also explained that the owner of our company does not have direct communication with our residents. Mrs. [redacted]'s complaints have reached the appropriate party and have been handled as quickly and thoroughly as possible. 4. We completely understand her desire to have the mouse removed from the apartment but unfortunately, we are not able to do that. Additionally, we are not aware of any specific health concerns regarding a dead mouse inside a wall – especially once decomposition is complete. We have no evidence that would suggest that there are any bugs, insects, or maggots in her apartment and cannot resolve issues that might hypothetically be happening. But we would be happy to address this if it does actually become an issue. The odor is not persisting to our knowledge and, at this time, there is nothing further that we can do for Mrs. [redacted]. It is our current position that:(1)  It is not possible to reasonably locate/remove the mouse.(2)  The smell from the mouse has not been noticeable to our staff since Thursday, 11/17. Multiple members of our staff has been in her apartment on 11/17, 11/18, 11/19, and 11/22 and found the smell in the apartment to be fine with no foul or offensive odors present. (3)  We have taken every step necessary to assist our resident including –a.     sealing the entry pointb.    cleaning mouse droppingsc.     dissembling and cleaning her furnaced.    cleaning her vents/ductse.    evaluation of professional third party pest control companyf.      cleaning and deodorizing carpet and furnitureg.    odor abatementh.    offering to allow them to move without penaltyi.      offering ozone/enzyme treatments(4)  We would be happy to provide a rapid turnover ozone treatment in her apartment which could be completed in just an hour or two.

It is apparent that Spring Management does not care to be a responsible and client friendly company.  My suggestions remain as they were in hopes that common courtesy would prevail not only in my situation, but others that both renters and owners in the Heritage Glen community have expressed to me.  The only thing we are looking for is courteous understanding and common sense when dealing with management.  therefore this will remain an unresolved complaint and be recorded as such.  We all want an attractive and pleasant community to live in, but it will remain the responsibility of the owners and management to provide this.   We as owners only have the ability to do what is necessary for the interior maintenance.  We all feel betrayed by Spring Management since their takeover some three years ago.  We need much more communication and respect from these folks.

Respond to Complaint In the previous claim filed, the resident requested the following: “we should be able to break our current lease - at any time - with 30 days notice, with NO penalty or fees to us.  This offer should be extended to us for the remaining months of our lease contract” Although we were not willing to commit to their open ended request during the time the previous Revdex.com claim was ongoing (Around December 2016) they again inquired in the middle of February 2017 about vacating the apartment at the end of February or the middle of March. We were agreeable to a March 15th move out with no penalty.However the resident proceeded to vacate the apartment on 2/25 after being advised that per our agreement, they would still need to make a payment to cover their rental obligation thru 3/15 (their requested 30 day notice period). The resident failed to make the rental payment to cover this period of time. That is why they currently have an outstanding balance. The apartment was not re-rented until the end of March and while we are certainly not trying to bully the former resident, we are following the collections process outlined by the law with regards to their unpaid balance.