Sylvan Development

This is in receipt to a complaint letter we received dated April 11, from the Revdex.com I received the letter yesterday This is in regards to Mr [redacted] ***Mr [redacted] did in fact contact [redacted] here at our corporate office [redacted] has since handed over the file to me I am in the process of getting everything together for Mr [redacted] to review Anything we charge for must be documented and pictures taken We do extensive inspection reports upon a Resident move out Per the State of WI every Resident is given a Resident Inspection Report upon move inPer the State Statue, the Resident has days upon move in to return this sheet to us with any type of previous damage listed We cannot charge for any known damageAgain, we do not charge for anything that cannot be proved.I am very sorry that Mr [redacted] feels this way We have had a change of employees here at the corporate office Two of our employees have taken different job positions within the company The change of phone extensions may have been why Mr [redacted] was unable to reach the needed recipient As I stated, I am personally looking into Mr***'s file and will be responding accordinglyI will do my best to take care of the issues at hand and resolve any issues as quickly as possible with Mr***.Thank you for your time and consideration in this matter[redacted] National Management, LLCBishops WaySuite 141Brookfield, WI 53005PH 262-395-X 209FAX 888-742-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The check National Management sent me as a refund for my security deposit is unsigned I cannot cash it I do not consider this complaint resolved until I receive a check I can cash.My resident chesheet states that the kitchen floor had scuffs and cuts Jennifer is attempting to claim that the kitchen and dining area were different floors and that my comment about the cuts referred only to the dining area The kitchen and dining area are one continuous floor in the apartment in question There is no wall, counter, appliance, or piece of furniture to separate the areas The cheform does not allow adequate space to write comments as long as I did regarding an area with defects, so it appears that my comments spilled over into the "dining" area when they were about the "kitchen" area Management is not taking care to read the resident cheforms in a way that is favorable to the residents It is unfair to expect the residents to be able to foresee what specific coded vocabulary management is seeking when filling out the form "Cuts" and "gouges" should not be interpreted as qualitatively different[redacted] response in her phone call to me made claims that had the building been sold during my residency, I would still have been responsible for the damages because she determined that the damage was preexisting only because she found another tenant's form that stated the floor had gouges I find this part of her response disengenuous As I stated, my cheform indicated that the floor had cuts That should have counted as sufficient evidence of pre-existing damage Furthermore, if she found another tenant's form claiming the gouges as pre-existing damage, then she should also have found another form where National Management charged a previous tenant for the damage Regards, [redacted]

Mr***, thank you for your questions. I hope the following will help with the questions you have. -Your security statement was sent out on March, 17, 2017. We keep copies of everythingThe envelope was dated Mar 17, 2017. March 17th was a Friday. Mail is picked up everyday directly from our office by USPS Mail person. Everyday except for Sunday's or Holiday's when mail is not picked up or delivered. The envelope was sent to your last known address which was *** *** *** ** *** ** ***. By law we can send security statements to the last known address. The staff member whom sent this out was not aware we did have a forwarding address of *** *** *** *** ** *** This was strictly human error. We did our due diligence by sending out the security statement within the time allotted per WI State Statute. The USPS would would have forwarded it to you if you put in for a forwarding address with them. This may explain why it took so long for you to receive it, however that it is out of our hands once it is picked up the the USPS Mail person.-Mr***, I truly apologize on behalf of National Management, LLC that you were not able to connect (via phone) someone here at our corporate office. I did ask who you tried to contact via my last response. I would like to know so that I can handle it internally. We have a hour turn around time regarding Residents who call in. As stated in my previous response; "We have had a change of employees here at the corporate office. Two of our employees have taken different job positions within the company. The change of phone extensions may have been why Mr*** was unable to reach the needed recipient." I apologize that this switch happened during the time you were trying to contact out corporate office. Had I personally received a call from you, I would have contacted you right away. We take any dispute with security deposit statements very seriouslyMr***, I'm sorry that this was your experience because this is not the typical experience our Resident's have had.-Mr***, as stated in my previous email once you were able to speak with *** here at our corporate office (once again, I apologize for the time lapse due to our change in staff), *** did hand the file over to me so I could investigate and get everything together prior to speaking with you. A letter then came in from the Revdex.com and DATCP. I am now obligated to provide all proof and backup information to these third parties instead of speaking with you directly. Our response will be delivered to you through these third parties.In closing: Mr*** if our company finds that we have charged you for something in error we stand by rectifying the problem. We want our Resident's to have an excellent experience and enjoy the place they call home that our company provides for them. I'm sorry you have experienced what you have experienced, again this is not the norm. I have already contacted Mr*** of the DATCP and will be providing all findings via email and mail. We keep all records. This includes pictures, staff hours (time sheets and check stubs), receipts, cleaning bills etc. We will work this out. If we find that we are in error we will take the appropriate actions to correct the errors.Mr*** we appreciated your residency with our company and will make sure this is properly rectified.*** ***, I can forward you the findings from what we send the DATCP if you wish? We are a professional management company that has been in business for over years. We are continuously holding company meetings, training seminars, I myself have been personally trained by top Real Estate Attorney's in the State of WIWe want our Resident's to have a great experience. I sincerely apologize to Mr*** and his family.Thank you!***National Management, LLCBishops WaySuite 141Brookfield, WI 53005PH 262-395-X 209FAX 888-742-

Please see attached check reimbursements to Ms*** ***. These checks were cut prior to my April 30th Response. Ms*** I do not agree with the letter we have received regarding this issue being unresolved. As soon as Ms*** contacted our company we responded and looked in depth to the matter. We went as far as to go to a storage facility to pull the prior Resident's Move in Inspection Form, which did in fact state that there were gaugesMs*** did in fact fill out the Residents Inspection form stating there where black scuffs and cuts in the dining room.I found she was charged in error. We reimbursed the $right away on 4/25/I'm happy she called and we were able to resolve the issueThe very next day we found out a new resident had signed the lease and was moving into her unit. Ms*** paid April's rent in full and she was reimbursed her portion of $for when the new Resident moved in.Ms*** signed a legally binding contract that does have a winter clause (Nov-Feb) and requires a day written termination of tenancy noticeMs *** did not supply us with day notice in accordance with her leaseHad we received her move out notice February 1, she would not have been charged for April rent at all. Her Termination of Lease letter was sent by email on March 1, at 6:p.mWe keep all documentation on file.In closing I apologize on behalf of National Management, LLC that Ms*** was unsatisfied. Procedure was followed and Ms*** was reimbursed. We apologize to Ms*** for any inconvenience Thank you,***National Management, LLCBishops WaySuite 141Brookfield, WI 53005PH 262-395-X 209FAX 888-742-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
** *** At first I do appreciate Ms.Jennifer's promptly replyI would take it as a update instead of an answer for my concern.Ms*** provided a understandable but not a good explanation for the negligence of National Management, LLCAs a matter of fact, the security deposit statement I received states "Please remit payment to National Management, LLC or contact our officer to set up a payment plan within days of this letter to avoid court action." (Letter stamped on 03/21/and we received it on 04/01/)Since National Management LLC may be not able to be contacted in a period of time, it's unreasonable to ask people to "contact" the company.Frankly speaking, it's really difficult to reach this company without the helps of Revdex.com, obviously a personal visit is not an option.So I choose to keep this complaint open until National Management, LLC comes out a solution.Still, thank you for your service.Lu

Ms*** security deposit was sent out in a timely fashion per the WI state Statues. Ms*** did in fact contact our corporate office to discuss a discrepancy that she found on her first security statement. She stated the vinyl was gauged and she should have never been charged the
$for the replacement of the vinyl. The file was given to me to look over and investigate. I did just that. We happen to have the prior resident's records on file in a locked storage facility that I have access to. On the move in sheet of the prior owner I found it stated the kitchen vinyl had a gauge in itPlease see attached supporting documents and a few pictures from Ms*** security deposit. On Ms *** Resident Inspection Acceptance form she stated there were black scuff marks. Nothing regarding a gaugeOur staff did what they are suppose to do. They had no access to know if there was a gauge or not. They compared the move out inspection report to Ms*** Inspection Acceptance form and charged accordingly. Had I not had access to old records, we would have no idea that this was preexisting damage.We are not in the business of fraudulently charging anyone! We are in the business of providing homes. I'm sorry that Ms*** feels as she does. Again, please see attached documents. As soon as Ms*** contacted us we started an investigation to look further into this. We do not charge for anything that we cannot prove by lawAfter finding what we found out the $was immediately refunded the same day. Then on 4/26/we found out that someone was moving into Ms*** apartment on 4/27/and revised the statement and sent her a refund check that same day.As far as Ms*** lease: This is a legally binding contract per the state of WI that Ms*** signed. By signing the lease she agreed to the terms of the lease. Again, I apologize that Ms*** feels and thinks this way of National Management, however this could not be more disconcerting knowing I helped her as quickly as possible. I personally spoke with Ms*** explaining the process etc. I assured her we would look into it and that is exactly what we did. We also keep on top of new moves in's and refund anyone who would be owed money if they happened to move out early or owe per their lease terms.I thank you for your time and consideration in this important matter and I hope that Ms*** is satisfied with her reimbursementsAgain, I apologize she feels this way about our company. That is never how we want anyone of our Residents' to feel.Thank you,***National Management, LLCBishops WaySuite 141Brookfield, WI 53005PH ###-###-#### X

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this partially resolves my complaint.  For your reference, details of the offer I reviewed appear below.
I accept the payment made by National Management and seek no further redress.  I do not accept the explanation offered by National Management since it misrepresents the sequence of events.  Check [redacted] was sent to me unsigned.  The photo supplied by National Management in the PDF is from after May 12 when I had returned the check.  Between the time the check was originally sent and the time I returned the check, I was subjected to rude treatment by [redacted], who claimed it was company policy to not pay for check cancellation fees and to pass those onto the recipient of their checks.  He also refused to apologize for the mistake because he said he didn't make it.  [redacted] did call me to leave a message apologizing for the mistake with the unsigned check, but she placed blame on a "he" for not stamping it.
Regards,
[redacted]

This is in receipt to a complaint letter we received dated April 11, 2017 from the Revdex.com.  I received the letter yesterday.  This is in regards to Mr. [redacted]. Mr. [redacted] did in fact contact [redacted] here at our corporate office.  [redacted] has since handed over the file to...

me.  I am in the process of getting everything together for Mr. [redacted] to review.  Anything we charge for must be documented and pictures taken.  We do extensive inspection reports upon a Resident move out.  Per the State of WI every Resident is given a Resident Inspection Report upon move in. Per the State Statue, the Resident has 7 days upon move in to return this sheet to us with any type of previous damage listed.  We cannot charge for any known damage. Again, we do not charge for anything that cannot be proved.I am very sorry that Mr. [redacted] feels this way.  We have had a change of employees here at the corporate office.  Two of our employees have taken different job positions within the company.  The change of phone extensions may have been why Mr. [redacted] was unable to reach the needed recipient.  As I stated, I am personally looking into Mr. [redacted]'s file and will be responding accordingly. I will do my best to take care of the issues at hand and resolve any issues as quickly as possible with Mr. [redacted].Thank you for your time and consideration in this matter.[redacted]National Management, LLC333 Bishops WaySuite 141Brookfield, WI 53005PH 262-395-4543 X 209FAX 888-742-8092

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The check National Management sent me as a refund for my security deposit is unsigned.  I cannot cash it.  I do not consider this complaint resolved until I receive a check I can cash.My resident check-in sheet states that the kitchen floor had scuffs and cuts.  Jennifer is attempting to claim that the kitchen and dining area were different floors and that my comment about the cuts referred only to the dining area.  The kitchen and dining area are one continuous floor in the apartment in question.  There is no wall, counter, appliance, or piece of furniture to separate the areas.  The check-in form does not allow adequate space to write comments as long as I did regarding an area with defects, so it appears that my comments spilled over into the "dining" area when they were about the "kitchen" area.  Management is not taking care to read the resident check-in forms in a way that is favorable to the residents.  It is unfair to expect the residents to be able to foresee what specific coded vocabulary management is seeking when filling out the form.  "Cuts" and "gouges" should not be interpreted as qualitatively different.[redacted] response in her phone call to me made claims that had the building been sold during my residency, I would still have been responsible for the damages because she determined that the damage was preexisting only because she found another tenant's form that stated the floor had gouges.  I find this part of her response disengenuous.  As I stated, my check-in form indicated that the floor had cuts.  That should have counted as sufficient evidence of pre-existing damage.  Furthermore, if she found another tenant's form claiming the gouges as pre-existing damage, then she should also have found another form where National Management charged a previous tenant for the damage.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Here the the some records shows that I did try to call National Management LLC. on different days.However still only reach voice mail box. (I have voice records that could indicate the calls only hit the voice mail box for ext. of Grand ave. PM, and Acct.Yes, I tried every ext. and no one answer a call, in 3 different business days)So the complainted about their service quality will stay.According to the files DATCP received, I believed National Management LLC did a misleading check-in process with us. With the documents provided, I settled the payment and reserve the right to presue another avenue for my case.BestLu

Review: We followed the terms of lease to the letter, company broke state statutes in delivery of deposit and blatant theft of security deposit for carpet cleaning which we did.

We provided a forwarding address, they still sent to our leased property address, even that letter, which they provided, was postmarked past the required 21 days.

Company overestimated sewer and water charges on deduction, further, they will not return calls making it extremely difficult to resolve any issues.Desired Settlement: Refund monies owed.

Business

Response:

Complaint ID: [redacted]

This is concerning the complaint that our office received

regarding a resident at one of our properties.

The carpet cleaning was deducted by mistake, and as soon as

the resident called us to discuss it, we realized the mistake and tendered a

check. This problem has already been solved between the resident and our

office. As for not returning his security deposit on time, state statute

requires us to mail a security deposit back no later than 21 days past the date

that we acknowledged the resident has vacated the unit. State law also requires

us, if we do not have a forwarding address, to send the security deposit to the

last known address of the resident. In this particular case, we had no

forwarding address in our file and we are required to send it to his last known

address, which would have been the apartment in which he moved out of. Most

people leave a forwarding address with the post office to have their mail forwarded.

This resident did not forward his mail at the post office, which we learned

when we got the check returned to us with the words, “Return to sender, Moved

left no address, Unable to forward”. The same day that the check was returned

to us is the same day that the resident called our office. We immediately got

his current address and placed the check in the mail to him on that same day.

We have a copy of the original envelope in which his security deposit was sent,

which is post marked July 21st. He moved out on June 30th,

we are within the 21 days. The second envelope shows an August 12th

postmark; that is after we had the check returned to us, we got his new address

and forwarded it to him. I believe Sylvan Development did not violate the state

statute on returning his security deposit because we had no forwarding address

from the resident, and as evidenced by the copy of the envelope, the resident

didn’t leave a forwarding address with the post office either.

Thank you for your time and consideration with this matter.

[redacted], LLC