Holiday Retirement

Re: Case IDNo [redacted] ~ [redacted] To Whom It May Concern: Holiday Retirement is the management company for the [redacted] , located at [redacted] Strongsville, OH and is responding on its behalf I am glad for the opportunity to look into the complaint filed by [redacted] on behalf of her mother, [redacted] who has been a resident at this community over the past year I was sorry to hear of the difficulties Ms [redacted] encountered when she was trying to reach our corporate office In reviewing our records I was not able to locate any voice messages from [redacted] to our # and we log every call received As we all know, and have experienced, voice message systems can be such a process Upon receiving this complaint, I contacted our Regional Director of Operations, the Area and Divisional Maintenance Directors for this region along with the Community Managers of [redacted] and requested they review the issues according to Ms [redacted] s letter William S [redacted] , Area Maintenance Director, followed up with an email on August 11th in which he stated they have assessed the concerns and are replacing the windows with the blown gaskets and there was little to no evidence of mold in the apartment around the windows They did replaced the glass in the windows and new caulking was also done to remedy the moisture concern which was found only on in the lower window seams The PTAC (air conditioner) unit was clean and checked and is in good working order Bruce R [redacted] , Manager at the [redacted] Community emailed me, and said that on Sunday August 10th he and [redacted] walked through the issues with the apartment that were being resolved He also let me know they had made accommodation available in the Community guest room for [redacted] just in case her apartment was not complete when she was ready to come home On Wednesday August 12th I received a follow up email from Shawn M [redacted] -District Maintenance Director: All items have been addressed, and the resident returns on Saturday We apologize for the additional stress this situation caused [redacted] and her family, and we are embarrassed that [redacted] needed to take these measures in order to have a maintenance issue corrected We trust this is the resolution Ms [redacted] is seeking regarding her mother’s apartment and that repairs will make her feel better about her mother’s return to her home We believe the corrections to the maintenance issue have resolved the concerns regarding our [redacted] Community We appreciate the opportunity to reply to this complaint Sincerely, Debbie H [redacted] Resident Relations Specialist

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, though their response is less than an honest representation of the truth.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Though all along the company has again and again delayed I will agree to their request for additional time one final time ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Subject: Case # [redacted] To Whom It May Concern:The Case or Complaint Number [redacted] was resolved to my satisfaction The manager wrote me back answering my concerns to my satisfactionThank you so much for your assistance[redacted]

Holiday Retirement is the management company for the Riverplace Community, located at [redacted] *** and is responding on its behalf We appreciate the opportunity to address the complaint Ms [redacted] filed with your agency In reviewing or records *** [redacted] is [redacted] [redacted] daughter who lives out of state [redacted] contacted our Community in June as she was concerned about her mother living alone and wanted to explore options of a more secure living environment Over the course of the year we have documented conversation of continued interest in an apartment [redacted] came in with her daughter and her niece, picked out an apartment and signed a lease on May 21, (lease signed by her daughter which is POA see attached for details to support) May rent was prorated, all of June’s rent was charged, 1/of the Community Fee and the application fee was paid This came to a total of $2,691.50.May’s rent - $74.16June’s Rent - $2,Community Fee – 283.33Application Fee – On the move in date some furniture and personal belongings were moved into the apartment and are still occupying this unit (small table with two chairs, new 32” TV, a bed frame and other small personal belongings) [redacted] came into the Community and had meals on several occasions since that date and indicated she would complete her move in and stay in her apartment soonTo date no rent has been paid since June and the auto payment was cancelled Our management team has made dozens of attempts to contact the family with no response and rent continues to accumulate in the amount of $7,(July, August & September) On July 18th, a demand letter was sent to [redacted] address and on August 17th a letter was sent certified mail to which we have had no reply’s The General Manager stated he email [redacted] last week requesting a move out notice if they don’t want the unit and instruction on what to do with their property in the apartment, still no reply We would love to have [redacted] move into her apartment, and request she come and speak to *** [redacted] , General Manager to work out the details to make this happen However, if Ms [redacted] and her family have decided this is not a good fit for her, we ask that they return the keys to the unit and provide us with instruction for the personal items, so we can re-rent this apartment We have a legally binding agreement and no way of knowing what Ms [redacted] intentions are, therefore we are not able to remove the possessions without their consent This account is in collection due to unpaid rent and we are prepared to file for possession of our unit and the rent as all attempts to resolve this matter have been ignored We prefer to resolved this matter in a positive manner We believe that Riverplace is entitled to retain rent for May and June along with the application fee as Ms [redacted] has possession of the apartment We will refund $that was charged for the Community Fee and request the family pick up their possessions and return the keys to the apartment Riverplace will waive the outstanding amount due of $7,and remove the account from any further collection efforts We believe our Community has acted in good faith and has abided by the terms of the Residential Living Agreement Please contact me if you have any questions or to clarify any detailsRegards, [redacted] Resident Relations Specialist

Revdex.com:My daughters story was not a wild one We have witnesses that witnessed the behaviors noted with *** *** managers NeverthelessI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to meSincerely, *** ***

November 9,
Revdex.com
Re: Case IDNo*** ~ *** ***
To Whom It May Concern:
Holiday Retirement is the management company for the *** *** ***, located at *** *** Road, Strongsville, OH
and is responding on its behalf. I am glad for the opportunity to look into the complaint filed by *** *** regarding her inquiry into a referral fee that her uncle made when her mother moved into the Community.
We are always happy to pay someone for their referral of an individual who moves into one of our Communities, as word of mouth is the best marketing there could be. The referral fee process can often take time, as there are specific requirements that need to be met before any payment can be processed to an individual for their referral. Once those requirements are met, a check can be authorized for processing, however checks are only processed once a week so, if it misses the weekly deadline it has to wait for the next weeks processing date. In review of this matter the payment was processed and the check was printed on November 4th. In an effort to expedite the receipt of this payment; we went to the expense of sending it overnight to Ms*** at the address she provided
Regarding the request to wave any late fees on the short payment made to the *** *** *** for the October rent on her mother’s apartment; we will remove any fees once that payment has been received and the account is current
We trust this is the resolution Ms*** *** is seeking. We appreciate the opportunity to reply to this complaint and trust this will resolve any concerns regarding our *** *** ***.
Sincerely,
Debbie H***
Resident Relations Specialist

November 13, 2015Revdex.com
Re: Case I DNo*** ~ *** ***
To Whom It May Concern:
Holiday Retirement is the management company for the *** *** *** locatedat *** *** *** ***, Durham, NC and is responding on its behalfI am glad for theopportunity
to look into the complaint filed by *** *** on behalf of her mother, *** ***
According to our information Ms*** contact *** *** Community and onSeptember 2Pt she toured the community with her mother *** ***Our records show that theResidential Living Agreement with *** *** was signed by *** *** and *** *** onSeptember 23rd to rent apartment #***This agreement goes into great detail and states the initialterms of the agreement are for a day period after which it will automatically renew on a month tomonth basis, and shall remain in effect until termed in accordance with Section II.D of thisAgreementWhich requires a day written notice in order to terminate the agreement after the 90days has been satisfied
We have reviewed Ms***'s complaints and respectfully disagree with her statements.Nevertheless, in order to resolve this matter, I contacted the appropriate people and review thedetails of the complaint as Ms*** provided in her letterWe have decided to end all collectionefforts on this account and not hold them to the day terms of this agreementThe outstandingbalance due for the unpaid rent has been wavedAdditionally, we have issued a refund in theamount of $1,to the Credit Card which the Community Fee was paid fromThe transactionconfirmation is #*** and was applied on 11/3/in the amount stated above
We hope Ms*** is doing well and that her family was able to locate accommodation thatare more appropriate for her careWe hope this resolves any concerns regarding our *** ***CommunityWe appreciate the opportunity to reply to this complaint
Sincerely,
Debbie H***
Resident Relations Specialist

Hello,This is in reference to complaint #***, has been resolved with *** Retirement!The company has refunded half of the rent, for January 2016, 66% of the community fee and removed the balance that was due to zero! Thank you so much, *** *** Sent from my iPad

Subject: Case # [redacted]To Whom It May Concern:The Case or Complaint Number [redacted] was resolved to my satisfaction.  The manager wrote me back answering my concerns to my satisfaction. Thank you so much for your assistance.[redacted]

Holiday Retirement is the management
company for the Quail Run Estates Community, located
at [redacted] Agawam, MA 01001 and is responding on its behalf.   We
appreciate the opportunity to address the complaint Ms. [redacted] filed on behalf
of her parents [redacted] &...

[redacted] who moved into Quail Run Estates
earlier this year.   We were sorry to hear
that Ms. [redacted] has decided to move her parents out of the community without
discussing the food concerns they were having with the Chef or General
Manager.    All our Communities provide 3 meals a day in
the dining room and offer a verity of options to choose from at each meal.   Our menus generally call for a minimal
amount of added seasoning to any of our dishes therefore, this fact alone can
be the reason why many of the prepared items are not like our home prepared
dishes.  They can taste somewhat bland in
comparison, but are much healthier    We cannot assume the responsibility for the
dietary choices each person makes.   It sounds like Ms. [redacted] and her parents
misunderstood the services and amenities that were provide at our Quail Run
Estates Community and that it was not what they expected from this Independent
Living Community.         We are sorry if
there was any misunderstanding about our dietary services and that the meals
were not to their liking.  Each person is
responsible to make their own food choices to meet their specific needs and we
cannot be held responsible for personal choices.   I
certainly hope Mrs. [redacted] is feeling better, I am not a medical person but
diverticulitis occurs commonly in older adults and results from foods that
cause irritation in the digestive system.  
We hope that Mrs. [redacted] has a quick recovery and enjoy their new
home.   Regards,           [redacted]Resident
Relations Specialist

I want you to know that we have received his complaint and will be responding.   I was out of the office last week so and requesting additional time to research and prepare a response to the complaint filed by Ms. [redacted].
Regards,
Debbie H[redacted]
Holiday Retirement

November 19, 2015Revdex.com
Re: Case ID. No. [redacted]
To Whom It May Concern:
Holiday Retirement is the management company for the [redacted] Community,located at [redacted], Durham, NC 27705 and is responding on its behalf. I amglad for the opportunity to research the complaint filed by [redacted] regarding her requestfor a refund.
According to our information [redacted]'s daughter, Ms. [redacted] also filed acomplaint with your agency. The issues were addressed in our previous correspondence onNovember 12th and we received a response that the consumer is satisfied and closed.
In response to Ms. [redacted]'s account of events, I must respectfully disagree with herstatements. There is always an inch of truth in a mile wide story! We were sorry to learnthat Ms. [redacted], and her daughter misunderstood the services and amenities provided at the[redacted] Community and that it was not what they expected from this Independent Living Community.
Nevertheless, as stated in our November 13th reply to Ms. [redacted]'s complaint, wehave ended all collection efforts. We have released Ms. [redacted] from the 90 days lease periodas was outlined in the signed Rental Agreement, and the unpaid rent was waved.Additionally a refund has been issued to their Credit Card used to pay the Community Fee.The amount of $1,475.00 was applied to the card on 11/3/15 and that transaction number is#[redacted] (See your statement to confirm)
We trust this is the resolution that Ms. [redacted] was seeking. We hope Ms. [redacted] is doingwell and that she has found the accommodation that are more suitable for her specificneeds. We appreciate the opportunity to reply to this complaint regarding our [redacted] Community.
Sincerely,Debbie H[redacted]Resident Relations Specialist

Please see the attached for our response to the complaint.  We trust this will resolve the concerns with the family and wish everyone a wonderful Holiday Season.
Regards,
Debbie H[redacted]
Holiday Retirement
To Whom It May Concern: Holiday Retirement is the management company for the...

Windlands East Community, located in Madison Tennessee at 200 East Webster, 37115 and is responding on its behalf. We appreciate the opportunity to reply to the complaint filed by [redacted] niece of [redacted] regarding her dispute to the notice period. According to our records [redacted] signed a Residential Living Agreement with Windlands East Community on June 30th, 2015 to rent apartment #[redacted]. According to the terms of the Agreement II. TERMS AND OBLIGATIONS Section D. TERMINATION 3. Death. You and your estate understand and agree that your death shall serve us thirty (30) days' notice of te1mination of this Agreement, unless there are two of you, in which case, Section II.D.7 shall apply (see also Section ll.D.4 regarding the possible imposition of a transient tax). Your estate shall remain responsible for payment of your Monthly Fee for a period of thirty (30) days following your death.On November 11th [redacted], niece signed the Notice to Vacate her Aunts items on 11/14/16 and the intended date to vacate apartment #[redacted] was 12/7/16. (Included) We are honored that [redacted] chose to make her home at our Windlands East Community for a year and a half and I am sure she is missed by many of her friends and neighbors. As a gesture of goodwill we have ended the responsible through date effective 11/30/16 and will not charge any further rent for the days in December and the account is settled. We understand how difficult it is when a family member passes and we hope they are doing well and that this will resolve any further concerns. Sincerely, Deborah ** H[redacted] Resident Relations Specialist

Resident: [redacted]File: [redacted]I am writing on behalf of The Fairmont retirement community, in reply to the rebuttal to our previous response.At this point, there is no evidence to show bedbugs have ever existed in the apartment during the time the complaint’s mother lived at The Fairmont.  The apartment has been continuously occupied by new residents who moved into the same apartment just after the complainant’s mother moved out in August, 2015.  They have not complained of bedbugs, and none have been found by the community’s housekeeping services.  It has never been necessary to treat the apartment for bedbugs.We are contacting Ecolab, our pest control vendor, to obtain further documentation regarding the allegations in the latest complaint.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, though their response is less than an honest representation of the truth.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 
I am collecting one more medical documentation from series of doctor visits for trying to resolve the bed bug bites, dating back to July of 2015 - my mom did not leave the Fairmont until August 30 of 2015.  Clearly the bed bug bites began when my mother was living at the Fairmont. I will also be including the documentation from the pest control professional documenting "severe" infestation of my mother's bed.  We are waiting for one more documentation from a second doctor visit in early August of 2015.  
The Fairmont is claiming that my mother's apartment was inspected for bed bugs after the outbreak at the Fairmont occurred.  This did not happen and my mother did not receive any communication from the management stating that there was a bed bug infestation or outbreak at any time during her stay at the Fairmont.  Nor did she receive any communication that her apartment was inspected.  If the management or private company had entered my mother's apartment, there would have been some kind of notification to her, which there was not.
Would you please ask the Fairmont to produce any written documentation of communication to residents about the bed bug infestations that occurred during my mother's stay there between October of 2013 and August 31, 2015.  Particularly, would you please ask them to produce documentation that is time stamped in some way, showing that my mother was notified that her apartment was inspected.  My documentation, including pictures of my mother's bites all over her body will be forthcoming this week.
Sincerely,[redacted]

File: [redacted]Resident: [redacted]I am writing on behalf of The Fairmont, Holiday Retirement’s independent living community located in Manassas, Virginia.The complaint indicates the resident’s apartment had a bedbug infestation. We investigated the allegations made in the complaint, and...

were able to determine the resident’s apartment did not have a bedbug infestation.The resident expressed concern of a bedbug infestation to The Fairmont’s management team approximately 1-1/2 years ago.  In response, management had her unit inspected for bedbugs by a national pest control service, Ecolab.  No bedbugs were found at that time.Maintaining a safe and healthy living environment is paramount to our organization, which is why The Fairmont’s housekeepers are trained to recognize bedbugs and evidence of bedbugs.  Following the Ecolab inspection, no bedbugs or evidence of a bedbug infestation was found during weekly housekeeping visits.The resident moved from The Fairmont in August, 2015.  When we contacted the complainant, we were informed the (now former) resident’s bedbug infestation was not found until 3 weeks to one month ago.We do not believe the bedbug infestation identified 8 months after the resident moved out is related to their residency at The Fairmont.
 
-Erica
 
Erica J[redacted]
Claims Representative – Risk Management
Holiday Retirement
5885 Meadows Rd Suite 500
Lake Oswego, OR  97035
Phone: 971-245-8353
Fax:     877-215-4364
[redacted]holidaytouch.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].   I did receive the check from them, deposited it on 11/7/15, and I  paid the remaining October rent on 11/8/15.  My bank currently as of 11/11/15 still has a hold on the deposit of [redacted] check.  Provided the check fully clears and no late fees apply, I accept the response.  Sincerely, [redacted]

Holiday Retirement is the management company for the Riverplace Community, located at [redacted] and is responding on its behalf.   We appreciate the opportunity to address the complaint Ms. [redacted] filed with your agency.   In reviewing or...

records [redacted] [redacted] is [redacted] [redacted] daughter who lives out of state.   [redacted] contacted our Community in June 2016 as she was concerned about her mother living alone and wanted to explore options of a more secure living environment.   Over the course of the year we have documented conversation of continued interest in an apartment.   [redacted] came in with her daughter and her niece, picked out an apartment and signed a lease on May 21, 2017 (lease signed by her daughter which is POA see attached for details to support).   May rent was prorated, all of June’s rent was charged, 1/3 of the Community Fee and the application fee was paid.   This came to a total of $2,691.50.May’s rent - $74.16June’s Rent - $2,299 Community Fee – 283.33Application Fee – 35.00   On the move in date some furniture and personal belongings were moved into the apartment and are still occupying this unit (small table with two chairs, new 32” TV, a bed frame and other small personal belongings).   [redacted] came into the Community and had meals on several occasions since that date and indicated she would complete her move in and stay in her apartment soon. To date no rent has been paid since June and the auto payment was cancelled.  Our management team has made dozens of attempts to contact the family with no response and rent continues to accumulate in the amount of $7,563.66 (July, August & September).    On July 18th, a demand letter was sent to [redacted] address and on August 17th a letter was sent certified mail to which we have had no reply’s.    The General Manager stated he email [redacted] last week requesting a move out notice if they don’t want the unit and instruction on what to do with their property in the apartment, still no reply.   We would love to have [redacted] move into her apartment, and request she come and speak to [redacted] [redacted], General Manager to work out the details to make this happen.   However, if Ms. [redacted]  and her family have decided this is not a good fit for her, we ask that they return the keys  to the unit and provide us with instruction for the personal items, so we can re-rent this apartment.    We have a legally binding agreement and no way of knowing what Ms. [redacted] intentions are, therefore we are not able to remove the possessions without their consent.    This account is in collection due to unpaid rent and we are prepared to file for possession of our unit and the rent as all attempts to resolve this matter have been ignored.   We prefer to resolved this matter in a positive manner.   We believe that Riverplace is entitled to retain rent for May and June along with the application fee as Ms. [redacted] has possession of the apartment.    We will refund $283.33 that was charged for the Community Fee and request the family pick up their possessions and return the keys to the apartment.   Riverplace will waive the outstanding amount due of $7,563.66 and remove the account from any further collection efforts.  We believe our Community has acted in good faith and has abided by the terms of the Residential Living Agreement.     Please contact me if you have any questions or to clarify any details. Regards,           [redacted]Resident Relations Specialist