The Sycamores (Home Properties

I am writing in response to complaint ID: [redacted] The resident file a complaint stating that I refused to contact him about his account and refused to answer the complaint filed via the Rental Protection Agency (RPA)The resident contacted me on Monday December 14th in regards to his account statement asking for a description of the charges As you can see in the email below I responded to him right away He replied and asked me to take in to consideration various issues as stated in the email below from the resident After meeting with my team, reviewing his account, and his lease file, I was able to determine that the charges were fair On December 18th I replied to him and advised him that the charges would not be removed, as stated in the email below On December 21st the resident and one of his roommates stopped by the office to dispute the charges verbally I told him verbally that the charges stand and that I will not be waiving the charges He advised me that he would be traveling and he wanted me to look into the charges again I advised him again at that time that the charges were correct but he asked me to talk to my team again I advised him that I would speak to them again His roommate [redacted] called a few days after the visit asking if she could pay her portion of the balance and be removed from any further liability on the account At this point I felt as though everything was resolved I had advised the resident of methods of payment, that he could contact the corporate office if he needed to make a payment plan and that everyone in the apartment remains responsible until the balance is paid in full Since our conversation I have been promoted and I am no longer the Property Manager at The Sycamores I have not received an additional correspondence from the resident Also, in the complaint there is reference to failure to respond to the letter from The RPA I have never received a letter from the RPA I did not fail to respond to the complaint, I never received any correspondence from the RPAKind Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have attached a screenshot of my Case History Timeline provided to me by the Rental Protection Agency regarding my case # [redacted] An initial email advising of the complaint was sent on this date at exactly 03:51:You will see in the attachment that I have confirmation that on January 21, one copy of my complaint was mailed to the Sycamores via USPS Certified Mail with signature requirement and another duplicate copy was sent via regular First Class Mail in case a signature was declined for deliveryIn total, there were three attempts to deliver the complaint: an initial email to [redacted] , a physical copy mailed via USPS Certified Mail, and a duplicate copy mailed via USPS First Class MailIn the meantime I will be in contact with the Rental Protection Agency and will endeavor to resend the complaint as requestedPlease advise The Sycamores that a copy of the original complaint (case # [redacted] ), including a complete Case History Timeline, printed photos outlining the case, and the written transcript of the complaint, will be resent via USPS mailThank you Regards, [redacted] ***

I am responding to the rejected complaint from *** *** He stated that he has confirmation that the letter was received from The RPA Can he please forward me the tracking number, the address it was sent to, and who signed for it? As I stated in the previous letter I am no longer at The Sycamores and I have spoken to the team at the property and no one recalls receiving this information Also, I would like to respond to the RPA complaint but until I receive it, I cannot do so Can you ask him to have them mail the complaint again? Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have attached a screenshot of my Case History Timeline provided to me by the Rental Protection Agency regarding my case # [redacted]. An initial email advising of the complaint was sent on this date at exactly 03:51:16. You will see in the attachment that I have confirmation that on January 21, 2016 one copy of my complaint was mailed to the Sycamores via USPS Certified Mail with signature requirement and another duplicate copy was sent via regular First Class Mail in case a signature was declined for delivery. In total, there were three attempts to deliver the complaint: an initial email to [redacted], a physical copy mailed via USPS Certified Mail, and a duplicate copy mailed via USPS First Class Mail. In the meantime I will be in contact with the Rental Protection Agency and will endeavor to resend the complaint as requested. Please advise The Sycamores that a copy of the original complaint (case # [redacted]), including a complete Case History Timeline, printed photos outlining the case, and the written transcript of the complaint, will be resent via USPS mail. Thank you. 
Regards,
[redacted]

I am writing in response to complaint ID: [redacted].  The resident file a complaint stating that I refused to contact him about his account and refused to answer the complaint filed via the Rental Protection Agency (RPA). The resident contacted me on Monday December 14th in regards to his...

account statement asking for a description of the charges.  As you can see in the email below I responded to him right away.  He replied and asked me to take in to consideration various issues as stated in the email below from the resident.  After meeting with my team, reviewing his account, and his lease file, I was able to determine that the charges were fair.  On December 18th I replied to him and advised him that the charges would not be removed, as stated in the email below.  On December 21st the resident and one of his roommates stopped by the office to dispute the charges verbally.  I told him verbally that the charges stand and that I will not be waiving the charges.  He advised me that he would be traveling and he wanted me to look into the charges again.  I advised him again at that time that the charges were correct but he asked me to talk to my team again.  I advised him that I would speak to them again.  His roommate [redacted] called a few days after the visit asking if she could pay her portion of the balance and be removed from any further liability on the account.  At this point I felt as though everything was resolved.  I had advised the resident of methods of payment, that he could contact the corporate office if he needed to make a payment plan and that everyone in the apartment remains responsible until the balance is paid in full.  Since our conversation I have been promoted and I am no longer the Property Manager at The Sycamores.  I have not received an additional correspondence from the resident.   Also, in the complaint there is reference to failure to respond to the letter from The RPA.  I have never received a letter from the RPA.  I did not fail to respond to the complaint, I never received any correspondence from the RPA. Kind Regards,