Strategic Property Management

Mrs***,We are sorry to hear that our response was not to your satisfactionIn attempt to better explain the process we have attempted to Included more detail and process behind your concernsOn January 16th the HVAC work order request was assigned to a technician The request stated that the ac unit was set at degrees and would not go below January 16, the external outdoor high temperature that day was degrees On January 18th the AC company was able to coordinate an appointment around your work schedule, inspected the unit, and recharged the unit It was also notated that the damper which is the air vent controlling air flow to the children's room was closed, therefore not allowing airflow to come into the room On March 18, we received a work order request reporting that the HVAC unit was freezing up, we assigned our technician within minutes from the time the after hours work order was received During this visit the technician reported that the coil now had a leak in it that was not repairable and needed to be replaced The technician then submitted an estimate which was submitted to the owner for approval Our firm updated you on the status of the estimate and also offered a portable ac unit to utilize during the approval period and time needed to order a new unit on March 20th and the option to utilize the portable ac unit to cool the home was declined by the tenant on the evening of March 20, On March 23, a brand new HVAC unit was installed at the property and is functioning as intended.In regards to the cracked window, during the initial hail damage inspection the week of April 16, to the property there was no notation of a broken window in the scope of work from the insurance company In September and then again October it was deemed that based on the condition of the window then reported by the tenant it was not considered to be damaged by hail and that it appeared based on the crack that something had been thrown at it Lastly in regards to the water softener, the first work order was assigned in September of On September 19, the technician notated on the work order that the unit was functioning as intended and did not require any repairs We received a work order request from the tenant June 1, reporting that the salt had not gone down since move in, the work order was assigned to the technician on June 1, On June 22, we were notified that after numerous attempts to schedule an appointment the tenant canceled the appointment the day of the scheduled appointment He tried to reschedule with the tenant and the tenant stated they would not be home June 30, the tenant was notified that they would need to reschedule with the vendor No appointment was made by the tenant Then months later on September 22, an additional work order was submitted for the same issue The tenant requested to only have appointments on nights and weekends with a company that operated between the hours of 9:am to 5:pm The technician was unable to schedule with the tenant and did not receive any return calls After no response the work order was then canceledWe thank you for this constructive criticism as it has made us aware that we might need to clarify some of the maintenance processes in the tenant handbookWe are sorry that you feel you have been inconvenienced by everyday repairs being made in the home but please know that taking care of our tenants and preserving the quality of our properties is of the highest priorityThank you for your time,

Complaint: [redacted] I am rejecting this response because: Strategic Property Management is lying I have attached an email asking to get the A/C unit fixed back on January 16th They had sent someone out and he had told me the AC unit will keep freezing up and needs to be replaced He said he should be back the next day It has taken two months and me reminding them the AC does not work I have also attached an email on the broken window from the hail damage from April that is still not fixed Have also attached several email on several attempts that I made to get the water softner since 9/17/repaired and it's been two years and still nothingSeveral people have come to look at the water softner to give quotes and then nothing gets fixed I have had to take off work every time to have things looked at but nothing was repaired I want two months of rent back plus my full deposit Regards, [redacted] ***

Complaint: ***
I am rejecting this response because: Strategic Property Management is lying. I have attached an email asking to get the A/C unit fixed back on January 16th. They had sent someone out and he had told me the AC unit will keep freezing up and needs to be replaced. He said he should be back the next day. It has taken two months and me reminding them the AC does not work. I have also attached an email on the broken window from the hail damage from April that is still not fixed. Have also attached several email on several attempts that I made to get the water softner since 9/17/15 repaired and it's been two years and still nothingSeveral people have come to look at the water softner to give quotes and then nothing gets fixed. I have had to take off work every time to have things looked at but nothing was repaired I want two months of rent back plus my full deposit
Regards,
*** ***

Mrs***,We are sorry to hear that our response was not to your satisfactionIn attempt to better explain the process we have attempted to Included more detail and process behind your concernsOn January 16th the HVAC work order request was assigned to a technician The request stated that the ac unit was set at degrees and would not go below January 16, the external outdoor high temperature that day was degrees On January 18th the AC company was able to coordinate an appointment around your work schedule, inspected the unit, and recharged the unit It was also notated that the damper which is the air vent controlling air flow to the children's room was closed, therefore not allowing airflow to come into the room On March 18, we received a work order request reporting that the HVAC unit was freezing up, we assigned our technician within minutes from the time the after hours work order was received During this visit the technician reported that the coil now had a leak in it that was not repairable and needed to be replaced The technician then submitted an estimate which was submitted to the owner for approval Our firm updated you on the status of the estimate and also offered a portable ac unit to utilize during the approval period and time needed to order a new unit on March 20th and the option to utilize the portable ac unit to cool the home was declined by the tenant on the evening of March 20, 2017. On March 23, a brand new HVAC unit was installed at the property and is functioning as intended.In regards to the cracked window, during the initial hail damage inspection the week of April 16, to the property there was no notation of a broken window in the scope of work from the insurance company In September and then again October it was deemed that based on the condition of the window then reported by the tenant it was not considered to be damaged by hail and that it appeared based on the crack that something had been thrown at it Lastly in regards to the water softener, the first work order was assigned in September of On September 19, the technician notated on the work order that the unit was functioning as intended and did not require any repairs We received a work order request from the tenant June 1, reporting that the salt had not gone down since move in, the work order was assigned to the technician on June 1, On June 22, we were notified that after numerous attempts to schedule an appointment the tenant canceled the appointment the day of the scheduled appointment He tried to reschedule with the tenant and the tenant stated they would not be home June 30, the tenant was notified that they would need to reschedule with the vendor No appointment was made by the tenant Then months later on September 22, an additional work order was submitted for the same issue The tenant requested to only have appointments on nights and weekends with a company that operated between the hours of 9:am to 5:pm The technician was unable to schedule with the tenant and did not receive any return calls After no response the work order was then canceledWe thank you for this constructive criticism as it has made us aware that we might need to clarify some of the maintenance processes in the tenant handbookWe are sorry that you feel you have been inconvenienced by everyday repairs being made in the home but please know that taking care of our tenants and preserving the quality of our properties is of the highest priority. Thank you for your time,

Complaint: ***
I am rejecting this response because: Again, it's all lies In January when the AC was checked out I was told the AC will keep freezing over and to leave it off I was told to keep the heat on "emergency heat" setting If you look back at the weather for January the temperatures was between mid to mid 70's It was not hot outside where the AC unit was working hard You should call the vendor that came out in January and looked at the unit as he told me there is nothing he can do and it needs to be replaced No vents were closed in the house Just more lies When the vendor told me he should be back within the next few days to have it replaced I told him I won't hold my breathe as nothing has been fixed in this house for years Every time I put in a maintenance request and a vendor is assigned to the house I had to take off from work - if I am not there I don't get paid, and every time after a vendor was there to just assist the problem nothing would come from it afterwards I had learned that it is a waste of my time and money to take off from work for nothing when nothing is going to be done. Now I am getting emails from Strategic Property management about the house not being in the "right" move out condition Any reason to keep my money I have been left no choice now but to get my lawyer involved I would probably see them in the small claims court I will not let this go as they left me without AC for months and they are now pinning everything wrong with the house - things that were wrong before I even moved in - on me now I will not be bullied!
Regards,
*** ***

We are sorry you have not been happy with your experience in renting a home from SPMWe have been reviewing all your work orders and correspondence and find that all work orders have been addressedThe stove which recently had service has been estimated and sent to the ownerWe have been told
only burner is out on the stove and all else works so this was not as high on the priority list as was replacing the air conditioner ? which was addressed same day and remedied with a new AC system within hours? On 03/20/it was reported the water softener was not functioning as intendedWe dispatched a water softener technician and after a few ? unsuccessful attempts to make contact with you, the technician diagnosed everything was functioning correctly with the water softenerAt the point, we dispatched a plumber to further evaluate resulting in the water heater elements ? burning outInstead of waiting for them to completely go out the landlord agreed to replace it now and has already been scheduled for youThe faulty light switch was replaced in June and the fence has had multiple repairs over ? the pastWe understand these items are an inconvenience and a frustrationAs mentioned in previous communication certain items are required to have landlord authorization before completing? Please know that we are continually working ? with the landlord to complete all work orders as quickly as we can to lessen any inconvenience you may experience

Complaint: [redacted]
I am rejecting this response because: Again, it's all lies.  In January when the AC was checked out I was told the AC will keep freezing over and to leave it off.  I was told to keep the heat on "emergency heat" setting.  If you look back at the weather for January the temperatures was between mid 60 to mid 70's.  It was not hot outside where the AC unit was working hard.  You should call the vendor that came out in January and looked at the unit as he told me there is nothing he can do and it needs to be replaced.  No vents were closed in the house.  Just more lies.  When the vendor told me he should be back within the next few days to have it replaced I told him I won't hold my breathe as nothing has been fixed in this house for 2 years.  Every time I put in a maintenance request and a vendor is assigned to the house I had to take off from work - if I am not there I don't get paid, and every time after a vendor was there to just assist the problem nothing would come from it afterwards.  I had learned that it is a waste of my time and money to take off from work for nothing when nothing is going to be done. Now I am getting emails from Strategic Property management about the house not being in the "right" move out condition.  Any reason to keep my money.  I have been left no choice now but to get my lawyer involved.  I would probably see them in the small claims court.  I will not let this go as they left me without AC for 2 months and they are now pinning everything wrong with the house - things that were wrong before I even moved in - on me now.  I will not be bullied!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Strategic Property Management is lying.  I have attached an email asking to get the A/C unit fixed back on January 16th.  They had sent someone out and he had told me the AC unit will keep freezing up and needs to be replaced.  He said he should be back the next day.  It has taken two months and me reminding them the AC does not work.  I have also attached an email on the broken window from the hail damage from April 2016 that is still not fixed.  Have also attached several email on several attempts that I made to get the water softner since 9/17/15 repaired and it's been two years and still nothing. Several people have come to look at the water softner to give quotes and then nothing gets fixed.  I have had to take off work every time to have things looked at but nothing was repaired.   I want two months of rent back plus my full deposit.
Regards,
[redacted]

Mrs. [redacted],We are sorry to hear that our response was not to your satisfaction. In attempt to better explain the process we have attempted to Included more detail and process behind your concerns. On January 16th the HVAC work order request was assigned to a technician.  The request stated that the ac unit was set at 65 degrees and would not go below 75.  January 16, 2017 the external outdoor high temperature that day  was 72 degrees.  On January 18th the AC company was able to coordinate an appointment around your work schedule, inspected the unit, and recharged the unit.  It was also notated that the damper which is the air vent controlling  air flow to the children's room was closed, therefore not allowing airflow to come into the room.   On March 18, 2017 we received a work order request reporting that the HVAC unit was freezing up, we assigned our technician within 6 minutes from the time the after hours work order was received.  During this visit the technician  reported that the coil now had a leak in it that was not repairable and needed to be replaced.  The technician then submitted an estimate which was submitted to the owner for approval.  Our firm updated you on the status of the  estimate and also offered a portable ac unit to utilize during the approval period and time needed to order a new unit on March 20th and the option to utilize the portable ac unit to cool the home was declined by the tenant on the  evening of March 20, 2017. On March 23, 2017 a brand new HVAC unit was installed at the property and is functioning as intended.In regards to the cracked window, during the initial hail damage inspection the week of April 16, 2016 to the property there was no notation of a broken window in the scope of work from the insurance company.  In September and  then again October 2016 it was deemed that based on the condition of the window then reported by the tenant it was not considered to be damaged by hail and that it appeared based on the crack that something had been thrown at  it.   Lastly in regards to the water softener, the first work order was assigned in September of 2015.  On September 19, 2015 the technician notated on the work order that the unit was functioning as intended and did not require any  repairs.  We received a work order request from the tenant June 1, 2016 reporting that the salt had not gone down since move in, the work order was assigned to the technician on June 1, 2016.  On June 22, 2016 we were notified  that after numerous attempts to schedule an appointment the tenant canceled the appointment the day of the scheduled appointment.  He tried to reschedule with the tenant and the tenant stated they would not be home.  June 30,  2016 the tenant was notified that they would need to reschedule with the vendor.  No appointment was made by the tenant.   Then 3 months later on September 22, 2016 an additional work order was submitted for the same issue.  The tenant requested to only have appointments on nights and weekends with a company that operated between the hours of 9:00 am to 5:00 pm.  The technician was unable to schedule with the tenant and did not receive any  return calls.  After no response the work order was then canceled. We thank you for this constructive criticism as it has made us aware that we might need to clarify some of the maintenance processes in the tenant handbook. We are sorry that you feel you have been inconvenienced by everyday  repairs being made in the home but please know that taking care of our tenants and preserving the quality of our properties is of the highest priority. Thank you for your time,

We are sorry you have not been happy with your experience in renting a home from SPM. We have been reviewing all your work orders and correspondence and find that all work orders have been addressed. The stove which recently had service has been estimated and sent to the owner. We have been told...

only 1 burner is out on the stove and all else works so this was not as high on the priority list as was replacing the air conditioner  which was addressed same day and remedied with a new AC system within 36 hours.  On 03/20/17 it was reported the water softener was not functioning as intended. We dispatched a water softener technician and after a few  unsuccessful attempts to make contact with you, the technician diagnosed everything was functioning correctly with the water softener. At the point, we dispatched a plumber to further evaluate resulting in the water heater elements  burning out. Instead of waiting for them to completely go out the landlord agreed to replace it now and has already been scheduled for you. The faulty light switch was replaced in June 2016 and the fence has had multiple repairs over  the past. We understand these items are an inconvenience and a frustration. As mentioned in previous communication certain items are required to have landlord authorization before completing.  Please know that we are continually working  with the landlord to complete all work orders as quickly as we can to lessen any inconvenience you may experience.