The Ostler Group, LLC

Hi [redacted] ,Thank you for bringing this matter to our attentionWe are very sorry to hear that a client of ours has posted a complaintHere at The Ostler Group it's always our goal to provide superior service to all our clientsWe deeply regret this situation has gotten this far.I'm afraid we may have some misunderstanding in this matterI'd like to address the issue of our client having trouble getting communication/responses from our officeThe only recent communication I'm aware of from this client has been through emailI personally have checked our email recordsThe last two emails received from this client were on February 17, in which our office responded minutes later on the same dayThe last email received from this client was on 04/11/in which our office repsonded the next day on 04/12/We do have time stamped emails that show when we responded and whether it was received by the clientAlso, all clients with The Ostler Group have several ways of contacting usAlong with our emails all clients have our office number (staffed 9-Monday-Friday) and 9-on SaturdaysAlso, all our clients have the personal cell phone numbers for more than person at The Ostler GroupAll this information is also shared on our website and various Social Media SitesIt should be easy to reach someone with our companyOur apologies to this client for any issues with communication.We've been managing a residential home for this client for the past three yearsUp until now I don't believe we've ever received a complaint from themWe've always had a good relationship with this clientThe home became vacant toward the end of the year We made this client aware the home would becoming vacantAt that time they instructed us to prepare the home for re-renting once the previous resident had moved outSo, we did exaclty thatThe home needed painting as well as other common move out items such as a home cleaning, carpet cleaning and some minor maintenance itemsBecause money has been tight for this client The Ostler Group (at the clients request) agreed to pay for all the costs incurred to get the home rent ready with the understanding we'd be taking those costs back once the home was re-rentedWe moved a new resident in FebruaryWe've been collecting back the balance of money owed for the work that was performed and paid for by The Ostler GroupThis client understood and agreed to these termsAs of today all rents have been collected and applied to the clients balance which is currently -$This client should be receiving an Owner Distribution once May rent is collectedI hope this provides more clarity to this issueI personally spoke to this client last month and explained it to them at that timeThey understood but we're still anxious to start receiving their Owner DistributionsWe take our business and our clients business very seriouslyThe last thing we ever want is a client that is unhappyI feel confident once this client starts reciving full Distribution in May this issue will be forgottenI would be happy to answer any additional questions or concerns you or our client may havefeel free to reach out to me anytime as we hope for a quick and peaceful resolution to this matterThank you for allowing us the time to respondI can always be recahed directly 317-809-Thanks again!

Hi ***,Thank you for bringing this matter to our attentionWe are very sorry to hear that a client of ours has posted a complaintHere at The Ostler Group it's always our goal to provide superior service to all our clientsWe deeply regret this situation has gotten this far.I'm afraid we may
have some misunderstanding in this matterI'd like to address the issue of our client having trouble getting communication/responses from our officeThe only recent communication I'm aware of from this client has been through emailI personally have checked our email recordsThe last two emails received from this client were on February 17, in which our office responded minutes later on the same dayThe last email received from this client was on 04/11/in which our office repsonded the next day on 04/12/We do have time stamped emails that show when we responded and whether it was received by the clientAlso, all clients with The Ostler Group have several ways of contacting usAlong with our emails all clients have our office number (staffed 9-Monday-Friday) and 9-on SaturdaysAlso, all our clients have the personal cell phone numbers for more than person at The Ostler GroupAll this information is also shared on our website and various Social Media SitesIt should be easy to reach someone with our companyOur apologies to this client for any issues with communication.We've been managing a residential home for this client for the past three yearsUp until now I don't believe we've ever received a complaint from themWe've always had a good relationship with this clientThe home became vacant toward the end of the year We made this client aware the home would becoming vacantAt that time they instructed us to prepare the home for re-renting once the previous resident had moved outSo, we did exaclty thatThe home needed painting as well as other common move out items such as a home cleaning, carpet cleaning and some minor maintenance itemsBecause money has been tight for this client The Ostler Group (at the clients request) agreed to pay for all the costs incurred to get the home rent ready with the understanding we'd be taking those costs back once the home was re-rentedWe moved a new resident in FebruaryWe've been collecting back the balance of money owed for the work that was performed and paid for by The Ostler GroupThis client understood and agreed to these termsAs of today all rents have been collected and applied to the clients balance which is currently -$This client should be receiving an Owner Distribution once May rent is collectedI hope this provides more clarity to this issueI personally spoke to this client last month and explained it to them at that timeThey understood but we're still anxious to start receiving their Owner DistributionsWe take our business and our clients business very seriouslyThe last thing we ever want is a client that is unhappyI feel confident once this client starts reciving full Distribution in May this issue will be forgottenI would be happy to answer any additional questions or concerns you or our client may havefeel free to reach out to me anytime as we hope for a quick and peaceful resolution to this matterThank you for allowing us the time to respondI can always be recahed directly 317-809-Thanks again!

Hi [redacted],Thank you for bringing this matter to our attention. We are very sorry to hear that a client of ours has posted a complaint. Here at The Ostler Group it's always our goal to provide superior service to all our clients. We deeply regret this situation has gotten this far.I'm afraid we may...

have some misunderstanding in this matter. I'd like to address the issue of our client having trouble getting communication/responses from our office. The only recent communication I'm aware of from this client has been through email. I personally have checked our email records. The last two emails received from this client were on February 17, 2017 in which our office responded 46 minutes later on the same day. The last email received from this client was on 04/11/2017 in which our office repsonded the next day on 04/12/2017. We do have time stamped emails that show when we responded and whether it was received by the client. Also, all clients with The Ostler Group have several ways of contacting us. Along with our emails all clients have our office number (staffed 9-5 Monday-Friday) and 9-12 on Saturdays. Also, all our clients have the personal cell phone numbers for more than 1 person at The Ostler Group. All this information is also shared on our website and various Social Media Sites. It should be easy to reach someone with our company. Our apologies to this client for any issues with communication.We've been managing a residential home for this client for the past three years. Up until now I don't believe we've ever received a complaint from them. We've always had a good relationship with this client. The home became vacant toward the end of the year 2016. We made this client aware the home would becoming vacant. At that time they instructed us to prepare the home for re-renting once the previous resident had moved out. So, we did exaclty that. The home needed painting as well as other common move out items such as a home cleaning, carpet cleaning and some minor maintenance items. Because money has been tight for this client The Ostler Group (at the clients request) agreed to pay for all the costs incurred to get the home rent ready with the understanding we'd be taking those costs back once the home was re-rented. We moved a new resident in February. We've been collecting back the balance of money owed for the work that was performed and paid for by The Ostler Group. This client understood and agreed to these terms. As of today all rents have been collected and applied to the clients balance which is currently -$108.43. This client should be receiving an Owner Distribution once May rent is collected. I hope this provides more clarity to this issue. I personally spoke to this client last month and explained it to them at that time. They understood but we're still anxious to start receiving their Owner Distributions. We take our business and our clients business very seriously. The last thing we ever want is a client that is unhappy. I feel confident once this client starts reciving full Distribution in May this issue will be forgotten. I would be happy to answer any additional questions or concerns you or our client may have. feel free to reach out to me anytime as we hope for a quick and peaceful resolution to this matter. Thank you for allowing us the time to respond. I can always be recahed directly 317-809-0707. Thanks again!