The NRP Group LLC

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 complaintI do not know where that number came from and also that number was not one of my numbers on my fileBefore I left I provided [redacted] with my mom address which is the most reliable way to get in contact with meWhich they request in case their are damages to the apartmentI have never seen this letter before [redacted]

Business responded to complaintPlease be advised that after researching the attached complaint, The NRP Group’s insurance company advised the claimant did not return any of the phone calls made to her by the insurance adjuster According to the insurance company’s records, *** [redacted] was not aware the gate could have malfunctioned on 1/3/when the claim was made, so they could not have foreseen or done anything to prevent the incident from occurring The property is not liable for the initial incidentThe insurance company closed the case on 2/18/ The claimant no longer resides at [redacted] Diane C [redacted] -R***Director of MarketingThe NRP GroupTransportation Blvd.Cleveland, OH 44125216-475-Ext1600www.NRPGroup.com

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 the representative of NRP Group Cleveland I totally understand that bedbug infestation is prevalent in OhioThis reality should make the landlord more tedious with cleaning and checking the apartment making sure there is no bed bugs inside before renting it out to anybodyTo put things in perspective after several letters to each other, I would like to remind a few thingsThe apartment in question was not a standard yearly lease which is usually provided emptyThe apartment in question is rented on a daily basis with furniture provided by the managementThe bed bug infestation in the unit was so prevalent and widely spread that there is no way that we could have brought the infestation in just 2-days we stayed there I am having a hard time understanding the managements defenseIf there were bed bugs in the apartment but no body was hurt; just refunding the money would be acceptableEven if there were a few bites here and nothing serious effecting the health just refunding the money would still be acceptableHowever my father was bitten all over his body more than bites for which we had to take to emergency visitI believe The former and the latter scenarios are not same and should not be treated the same wayTo put the facts straight, we were not offered a hotel stay and our refundActually this is what I am asking of youIf that was the offer I would gladly take it and put the matter to a close right thereWe were offered days of hotel stay and then we were going to be put back to the apartment without any refundUnderstandably we did not trust the management anymore so we opted to stay somewhere elseAfter the incident we also did not receive any personal apology from the managementThis also made us felt neglected on a personal levelI do not want to be antagonistic and want to put this matter behind usI am expecting a sensible offer from the management.Regards, [redacted] ***

Please see the attached stating the Revdex.com closed this file However, we did contact our property management team regarding this complaint.These homes are affordable tax credit housing which rents are already setWhen [redacted] initially came in, she was told the unit available was at 60% AMI She was offered other units at that time and was not interested due to the area they were located She expressed she was only interested in [redacted] ***s On March 16, 2017, [redacted] came in with her RAFTA for [redacted] and stated that her voucher was for $ The property management team submitted her paperwork to Section for $ The request was sent over on March 20, for the property at [redacted] *** On Friday, April 7, 2017, [redacted] notified the property management team that $was over her voucher amount and the request could not exceed $ (document attached) At that time, it was explained to [redacted] ***s that we were unable to lower the rent for the home she wanted to $ Three units were offered that did comply with her voucher amount [redacted] did accept a unit on [redacted] and on April 10, [redacted] was requested to bring in a new RAFTA for the new addressSince section denied the rental amount, $will be refunded This process can take up to days, which is also outlined in the RSP We apologize for any inconvenience caused to [redacted] and hope that this information is helpfulDiane R***Director of Marketing, The NRP Group

Please be advised that this complaint has been resolved as of today with the complainant Our property management team has been in discussion with the complainant to review her ledger account and also provide us with any overdraft fees from her banking institution that she was charged with when there was a stop payment made to the original reimbursement check of $1, The complainant obliged, and provided us with the information requestedIn thoroughly reviewing the resident's ledger account, The complainant did receive and cashed a check for $ We have resolved the Revdex.com complaint by issuing a check that will be sent overnight today in the amount of $ This includes the difference of the original refund, $in overdraft fees and $for damages that have been dropped The complainant has been notified of this resolution today.Please advise if you need further information

Business sent the following response:Please be advised that the insurance company did contact the complainant both by mail and by phone In communicating with our insurance adjuster, voicemail messages on the number we have listed [redacted] , were made on 1/19/15, 1/20/15, and 1/21/ Attached is a copy of the contact letter that was sent to her on 2/3/ There was no response received by the complainantDiane C [redacted] -R***Director of MarketingThe NRP GroupTransportation Blvd.Cleveland, OH 44125216-475-Ext1600www.NRPGroup.com

From: Diane R [redacted] Date: Tue, Jul 5, at 1:PMSubject: ID# [redacted] To: "***[email protected]" Regarding ID# [redacted] Please be advised that the complainant did receive a refund check in the full amount of $1, and it cleared her bank on 6/24/If there is any more information you need, please do not hesitate to contact us Thank you Diane Christy-R [redacted] Director of Marketing The NRP Group Transportation Blvd Cleveland, OH 216-475-Ext www.NRPGroup.com

Our property management team has resolved the complainants original issueThe property management team has replaced both thermostats as advised and there is hot water in the laundry room at [redacted] The complainant has stated in her rebuttal, "REGARDING HAVING HOT WATER IN THE LAUNDRY ROOMTHERE HAS BEEN HOT WATER EVER SINCE NRP GROUP RECIEVED NOTICE AND THEN THAT WAS RELAYED DOWN TO [redacted] YESTERDAY."

Please be advised that the check for $was sent out on 6/22/and in doing more research with our AP department was returned to NRP and voided We are combining the $and the $for a total refund of $The check will be sent Mr [redacted] 's Santa Fe, NM address The small balance of $was deducted from the original $ This balance was indicated in his email on July 5th We feel this issue should now be resolved Please accept our apologies and we appreciate your patience in getting the matter resolved Thank you

The problem of bedbug infestation is prevalent in Ohio and across the nationIn multi-family residential facilities, it occurs in both expensive properties as well as those that provide affordable housingExperts agree that it can occur in any environment to which bedbugs are introduced and is not a function of cleanliness
In this case, the landlord had no previous knowledge of any recent bedbug infestation in this unitOnce it was brought to our attention, without questioning whether or not the residents were the source of the infestation, professional exterminators were called and they treated the unit that same dayThe residents were offered a room at a nearby hotel, at our cost and their deposit for the unit in question was immediately refunded
We believe that our response was more than reasonable under the circumstances, that there is no basis to suggest that we were negligent in any way and that we have gone above and beyond that which we were required to do

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am ok with paying my February rent on Feb 17thHowever I need to know where I my lease does it state that I have to give 60day notice to move out
*** ***

From: *** *** Date: Wed, Jul 20, at 1:AMSubject: To: "***@cleveland.Revdex.com.org" Hi it's been resolved I believe thanks so much for the fast reply

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In communication with our property management team at The ***, the following steps have been taken in response to the complainant:Exterminators were contacted immediately when the property management team was notified of the bed bug problem in this unitThe complainant’s apartment home
was treated the same day the issue was brought to the attention of the management teamThe property management team provided hotel stay for days of which the complainant only stayed one day and decided to secure lodging accommodations elsewhereThe complainant has received a refund of $2,for the guest suite booking and we do not feel another hotel stay refund is reasonable as we have refunded the money which was allocated for housing accommodationsWe will reimburse the doctor visit charge of $55, in addition to possible dry cleaning expenditures with the appropriate receipts to determine a reasonable amount to resolve this issueRegarding the Terrace room rental deposit for $200, the property management team did have to perform a thorough cleaning of the room after the complainant’s partyResidents are expected to clean the room per the room rental agreementThe deposit was refundedPlease let us know if there is any other information neededWe apologize for any inconvenience and wish to resolve this complaintThank 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. From: *** *** Date: Thu, Aug 4, at 5:AMSubject: Re: ID *** SECOND AND FINAL NOTICETo: *** ***
I have received deposited and the check has clearedThank you for your help in this matter

In reseraching this issue with our property management team at *** ***, this is not an electrical problem. Typically, when a breaker goes out, the reset button must be hit and the elements/thermostats will work again. This may happen on occasion and is not a problem until it
starts occurring on a regular basis. Since this is happening regularly, new thermostats have been ordered for the community and this should not be an issue going forward

In contacting our property management team, residents are responsible for paying the the NSF and we are unable to accept a partial payment for an NSF. As required by the signed lease agreement, residents must provide days notice for move-out. The complainant states she gave notice on
January 17th. Our regional manager did provide an email to the resident on January 19th as follows:"Thank you for speaking with me today. Per our conversation, if we do not receive the $by Saturday p.mEviction will be filed on Monday, January 23, If payment is made on Saturday you will be allowed to pay your February rent on February 17th with no late feeIf payment is not received on February 17, eviction will be filed and late fees will be accessed. During the conversation you stated that a provided a notice to vacate on January 18, As required in your lease contract you must give a day noticeYou will be charged rent through March 18, and your prorated rent for March will be $522.58. If you have any questions please feel free to contact me back." Best Regards,Leah F*, CAM, CAPSRegional Property ManagerPhone: 210-487-x 4603Direct: 469-399-5958 We are more than happy to discuss this situation further with the resident as indicated in the message. Fax: 469-778-9059lF*nrpgroup.comwww.nrpgroup.com

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
From: *** *** Date: Thu, Aug 18, at 12:PMSubject: REBUTTAL, ***To: ***@cleveland.Revdex.com.orgCc: ***@cleveland.Revdex.com.org*** *** Revdex.com THIS IS A REBUTTAL AGAINST THE NRP GROUP,LLC. COMPLAINT ASSIGNED ID ***I HEARBY NOTIFY YOU THAT THIS IS A TRUTHFUL ACCOUNT OF MY EXPERIENCE WITH THE COMPANYTHE REFERENCE IN THE MESSAGE THAT DEALS WITH THE BREAKER WITHIN THE HOT WATER HEATER, THIS IS NOT THE CAUSE OF 'NO HOT WATER" TO THE LAUNDRY ROOMS WITHIN THE BUSINESS. AND THE "TEAM" KNOWS THISIT WAS TOLD BY "THE TEAM" BACK IN DEC.THAT THE CIRCUIT BREAKER WITHIN THE ELECTRICAL PANEL TRIGGERS WHEN LIGHTING STRIKES "AND IN FLORIDA WE GET A GREAT MANY OF THEM". IT ONLY BECAME MORE OF AN ISSUE THAT THE HOT WATER WAS CHECKED AHEAD OF PLACING ITEMS IN THE WASH MACHINEHOWEVER, OUT OF PLUS HOT WATER TANKS WITHIN THIS APARTMENT COMPLEX THE ONLY ONE THAT TRIGGERS IS THE LAUNDRY ROOM'S HOT WATER TANKIT WAS ALSO TOLD THAT THE ELECTRICAL PANEL FOR THE LAUNDRY ROOM'S HOT WATER TANK WAS NOT THE PROBLEM. HOWEVER, IS ALL CONTROLLED DOWN IN THE BUSINESS OFFICE AREA AND WOULD HAVE TO BE FLIPPED BACK ON TO AN "ON POITITION". THERE IS NO BUTTON/RESET IN THE ELECTRICAL PANEL THAT HOUSES THE CIRCUIT BREAKERS AS *** *** HAS STATED "iTS NOT ELECTRICAL", THUS REGARDING THE ELEMENTS WITHIN THE HOT WATER TANK. THAT WAS NOT THE REASON FOR "NO HOT WATER TO THE LAUNDRY ROOM" THAT WAS AND IS STILL NOT THE PROBLEMAGAIN, THE ISSUE WAS NOT THE ELEMENTS/THERMOSTATS WITHIN THE HOT WATER TANKREGARDING HAVING HOT WATER IN THE LAUNDRY ROOMTHERE HAS BEEN HOT WATER EVER SINCE NRP GROUP RECIEVED NOTICE AND THEN THAT WAS RELAYED DOWN TO *** *** YESTERDAY. YESTERDAY ABOUT 11:"HOT WATER" WAS FLOWING AGAIN...WOULD LIKE TO SEE THE PURCHASE ORDER ON THE ELEMENT/THERMOSTATS. OH BY THE WAY, THAT ITEM IS ALWAYS IN STOCK AT LOWES AND HOME DEPOTI WILL CLOSE WITH THIS THOUGHT: MOST COMPANIES WANT TO CUT COST WITHIN A BUSINESS. ONE WAY TO CUT COST IS TO REDUCE SOMETHING THAT ONE BELIEVES COULD BE AWAY TO CUT COST AND WHO WOULD KNOW OF COURSE NOT THESE "OLD PEOPLE IN A PLUS SENIOR APARTMENT COMPLEX". IF IT SAY IT, THEY BELIEVE IT AND DON'T QUESTION IT. FOR IF YOU PUSH THE BUTTON FOR "HOT WATER" WELL OF COURSE, YOU EXPECT TO GET HOT WATER. HOWEVER, YOU HAVE SOMEONE LIKE ME WHO "TEST THE WATER" AND FIND THERE IS NO RUNNING HOT WATER TO THE WASHING MACHINES JUST A FEW MONTHS TO MOVING ININ CLOSING, I LOOK FORWARD TO YOUR RESPONSESINCERELY

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 the representative of NRP Group Cleveland I totally understand that bedbug infestation is prevalent in Ohio. This reality should make the landlord more tedious with cleaning and checking the apartment making sure there is no bed bugs inside before renting it out to anybody. To put things in perspective after several letters to each other, I would like to remind a few things. The apartment in question was not a standard yearly lease which is usually provided empty. The apartment in question is rented on a daily basis with furniture provided by the management. The bed bug infestation in the unit was so prevalent and widely spread that there is no way that we could have brought the infestation in just 2-3 days we stayed there.  I am having a hard time understanding the managements defense. If there were bed bugs in the apartment but no body was hurt; just refunding the money would be acceptable. Even if there were a few bites here and nothing serious effecting the health just refunding the money would still be acceptable. However my father was bitten all over his body more than 100 bites for which we had to take to emergency visit. I believe The former and the latter scenarios are not same and should not be treated the same way. To put the facts straight, we were not offered a hotel stay and our refund. Actually this is what I am asking of you. If that was the offer I would gladly take it and put the matter to a close right there. We were offered 3 days of hotel stay and then we were going to be put back to the apartment without any refund. Understandably we did not trust the management anymore so we opted to stay somewhere else. After the incident we also did not receive any personal apology from the management. This also made us felt neglected on a personal level. I do not want to be antagonistic and want to put this matter behind us. I am expecting a sensible offer from the management.Regards,
[redacted]

Please be advised that the check for $119.22 was sent out on 6/22/2016 and in doing more research with our AP department was returned to NRP and voided.  We are combining the $119.22 and the $157.86 for a total refund of $277.08. The check will be sent Mr. [redacted]'s Santa Fe, NM address.  The small balance of $22.92 was deducted from the original $300.  This balance was indicated in his email on July 5th.  We feel this issue should now be resolved.  Please accept our apologies and we appreciate your patience in getting the matter resolved.  Thank you.