Village in the Park of Westlake

(The following was copy/paste by Revdex.com staff - LST)***December 29, Lou T [redacted] Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH VIA EMAIL: [redacted] RE: ID # [redacted] , Mary Ann B [redacted] ** *** Dear MrT [redacted] Western Reserve Property Management is the managing agent for Village in the Park of Westlake, LtdIn review of the tenant's file, the only time we found the unit to be cold or not within reasonable variance of the thermostat was in late October of this yearAt that time, we changed the control boxThe tenant has had and continues to have heat in her unitThe tenant has made numerous calls, and we have responded to all of themAt no time did the Maintenance staff find that the unit was cold or below the thermostat setting and temperature varianceWe replaced several parts, even though we did not see that these parts were failing and did it as a preventative measureThe tenant seems to have a problem, as on most occasions the emergency calls are made at AMHalf of these calls have been made to the property, where she leaves voicemails instead of calling the emergency line as indicated in our after-hours messageShe has stated that she is flipping the buttons on her thermostat to get the system to runWe have replaced the thermostat twice and have found no problems with itThe furnace had obviously been running each time we have responded to the numerous callsOur staff is highly qualified to handle these situations; however, seeing that the tenant is still unhappy, we made arrangements for [redacted] Heating & Cooling to come to the property today, December The tenant agreed to the appointment [redacted] performed a thorough inspection and found no issuesThe tenant's system is running as requiredShould you need further information, please feel free to contact usSincerely, WESTERN RESERVE PROPERTY MANAGEMENT, AGENTS Donald M [redacted] Property Manager, Village in the Park of Westlake, Ltdp: [redacted] f: [redacted] ***

As stated in our first response, Western Reserve Property Management is the managing agent for Village in the Park of Westlake, LtdRequests should be addressed directly to the property and not to Moskowitz & Company DBA Western Reserve Property ManagementIn response to the tenant’s rejection dated 1/4/and as stated in our previous response, Maintenance personnel did respond each time the tenant calledOn only one occasion in October was there a problem with the control box for the tenant’s furnaceIt was changed at that timeThe tenant was instructed that the new control box has a different sequence when it runsTherefore, the blower may blow cool air for a very short period before the system kicks inIt is how it was manufacturedThe apartment was never found to be cold when Maintenance personnel responded to each subsequent call for no heatIt was always near or at the thermostat settingEach time Maintenance responded, they could not get the furnace to show the same symptoms as the tenant claimed occurredHowever, we replaced several parts as a show of good faith, now knowing that none of those changes in parts were actually neededAfter replacing those parts, the system still ran as beforeWe admittedly replaced thermostats several times but found none of them had failedWe even set the anticipator for a shorter span on one thermostatIn speaking with [redacted] Heating & Cooling after their service call, they confirmed that the system was running as designed and informed us that some of the problems could have happened from the thermostat being used incorrectly and/or too rapidly to allow the system to read itTenant has admitted that she was able to get heat after "playing with the switch on the thermostat." We may have considered rent compensation to the tenant if the equipment had failed beyond the October control box replacement or we had failed to respond to any of the tenant’s callsWe have spent considerable man and material hours on a problem that we and [redacted] could still not duplicate since this replacementUnder these circumstances we see no reason to provide any rent concession to the tenant

Western Reserve Property Management October 14, 2015 *** *** ***Revdex.com, Inc. Euclid Avenue, 4th Floor Cleveland, OH 44115VIA EMAIL: *** RE: ID *** *** *** *** *** *** *** *** *** ** *** ***
*** ***:Western Reserve Property Management is the managing agent for Village in the Park of Westlake, Ltd. *** *** *** is not a resident of Village in the Park Apartments, nor is she on the leaseHer mother is the leaseholderThe tenant, *** *** ***, does not have a Death & Disability ClauseWe confirmed with the Leasing Agent that the Death & Disability Clause was not requestedHad one been requested, it would have required a security deposit equal to one month's rent, and she would have signed an Addendum to her Lease. Regarding rent payment, we cannot be responsible for the fact that her mother receives her check on the 3nof the monthOur lease requires that all payments for rent be received by the 5th of the monthTo accommodate residents in this situation, we offer an automatic bill payer service where the rent is deducted by the 5th of the monthWe also offer an e-resident portal where payments are received the following business day. *** *** called Patti at our main office, stating that she had spoken to the property owner but didn't know his nameI, the Property Manager, may have spoken to her, but the subject of not charging late fees was not part of the conversation, as I was already aware that we had waived a late fee in May as a one-time courtesy. We received a call from ** on 8/17/stating that due to health issues, they may have to possibly moveLease breach terms were discussed and resident stated they were going to "stick it out." Should you need further information, please feel free to contact us. Sincerely, WESTERN RESERVE PROPERTY MANAGEMENT, AGENTS

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.
I'm not sure where Don got his information but my heat was not working 7 times starting in October.  It only blew cool air and not heat.  Maintenance did come each time I called and they kept replacing parts trying to figure out what the issue was.  The parts were not replaced for preventative measures the were replaced to try to get heat to blow and not cool air.  The last thing they did with that was replace the thermostat and that seemed to help until a new problem happened.  This new problem was the heat or cool would not go on at all.  I had to switch the thermostat to cool, off and then heat to get hot air to blow.  They have replaced my thermostat 3 more times since the first time (a total of 4 times).  My apartment never got that cold because I was able to get maintenance to come right away.  Again, I have animals and can not have it cold in the apartment.  I only called the emergency number during the first 7 times this issue happened because it was blowing cool air.  The last 5 times when it wouldn't blow anything and I got it working by playing with the switch on the thermostat I called the leasing office.  It wasn't an emergency because it was working but obviously something was wrong if I have to play with the buttons to get hot air to blow.Outside techs were called and I'm thankful for that.  The heat has been running since they replaced the thermostat a FOURTH time (not twice).  I was also told by Don that he would take care of reducing my rent but nothing was stated about this in his response.  Seeing as how this has gone on for 2 months I feel two months of my rent should be reduced.  Also, this is not a new issue.  I've had heating issues just about every year along with the apartment smelling like gas.  It just was never this bad.I think our maintenance guys are great and have come every time I called.  Again, I'm not sure what Don was told but these are the facts and I even sent him letters with my rent checks explaining all of this.  The heat is working but I don't agree with what he said and nothing was mentioned about reducing my rent.  I'm not asking for much because it's only the heat but all I do now is listen for the heat to go on because it's been two months of problems.  My life has revolved around the heating issue and I'm tired of it as I'm sure all of you are too.
Regards,
Mary Ann B[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]December 29, 2017 Lou T[redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th FloorCleveland, OH 44115 VIA EMAIL: [redacted]  RE: ID #[redacted], Mary Ann B[redacted]...

[redacted] Dear Mr. T[redacted] Western Reserve Property Management is the managing agent for Village in the Park of Westlake, Ltd. In review of the tenant's file, the only time we found the unit to be cold or not within reasonable variance of the thermostat was in late October of this year. At that time, we changed the control box. The tenant has had and continues to have heat in her unit. The tenant has made numerous calls, and we have responded to all of them. At no time did the Maintenance staff find that the unit was cold or below the thermostat setting and temperature variance. We replaced several parts, even though we did not see that these parts were failing and did it as a preventative measure. The tenant seems to have a problem, as on most occasions the emergency calls are made at 3 AM. Half of these calls have been made to the property, where she leaves voicemails instead of calling the emergency line as indicated in our after-hours message. She has stated that she is flipping the buttons on her thermostat to get the system to run. We have replaced the thermostat twice and have found no problems with it. The furnace had obviously been running each time we have responded to the numerous calls. Our staff is highly qualified to handle these situations; however, seeing that the tenant is still unhappy, we made arrangements for [redacted] Heating & Cooling to come to the property today, December 29. The tenant agreed to the appointment. [redacted] performed a thorough inspection and found no issues. The tenant's system is running as required. Should you need further information, please feel free to contact us. Sincerely, WESTERN RESERVE PROPERTY MANAGEMENT, AGENTS Donald M[redacted] Property Manager, Village in the Park of Westlake, Ltd. p: [redacted] f: [redacted]

As stated in our first response, Western Reserve Property Management is the managing agent for Village in the Park of Westlake, Ltd. Requests should be addressed directly to the property and not to Moskowitz & Company DBA Western Reserve Property Management. In response to the tenant’s rejection dated 1/4/18 and as stated in our previous response, Maintenance personnel did respond each time the tenant called. On only one occasion in October 2017 was there a problem with the control box for the tenant’s furnace. It was changed at that time. The tenant was instructed that the new control box has a different sequence when it runs. Therefore, the blower may blow cool air for a very short period before the system kicks in. It is how it was manufactured. The apartment was never found to be cold when Maintenance personnel responded to each subsequent call for no heat. It was always near or at the thermostat setting. Each time Maintenance responded, they could not get the furnace to show the same symptoms as the tenant claimed occurred. However, we replaced several parts as a show of good faith, now knowing that none of those changes in parts were actually needed. After replacing those parts, the system still ran as before. We admittedly replaced thermostats several times but found none of them had failed. We even set the anticipator for a shorter span on one thermostat. In speaking with [redacted] Heating & Cooling after their service call, they confirmed that the system was running as designed and informed us that some of the problems could have happened from the thermostat being used incorrectly and/or too rapidly to allow the system to read it. Tenant has admitted that she was able to get heat after "playing with the switch on the thermostat." We may have considered rent compensation to the tenant if the equipment had failed beyond the October control box replacement or we had failed to respond to any of the tenant’s calls. We have spent considerable man and material hours on a problem that we and [redacted] could still not duplicate since this replacement. Under these circumstances we see no reason to provide any rent concession to the tenant.

Attached is our response to subject Complaint, which has also been sent to you via regular mail. Please feel free to contact us should you require further information.