MAC Properties

The AC unit in the apartment is out and is under warranty We are having issues with the installer to get them to resolve the issues We did provide the tenant with window AC units so that they did have AC during the summer months We are more than willing to review his KCPL invoices and credit the tenant back for any usage above and beyond had there not been a window unit in the apartment The tenant needs to email me copies of his invoices to [redacted]

To first address the time line of the shower issues listed in the complaintResident moved into the apartment on July 15, All services requests, calls, emails are documented in our system 1.) On August 19, the resident put in an online service request stating that the shower door does not seal Maintenance responded to the call the same day and sealed the door The floor was wet so Maintenance went back on August 20, to seal the floor 2.) On August 23, Resident put in an online service request stating that his shower was leaking Our maintenance team responded to the service request on the same day and put silicon on the pipe in which was leaking 3.) October 28, – resident put in a service request stating that the shower is leaking and the tiles are coming up again This did take time to repair as we replaced the shower door This was a special order so we did have to wait for the part This request was completed on November 11, We also reset the bathroom tiles on this same date 4.) On November 17, – the resident put in a service request stating that they were not satisfied on the tile work that was done and wished to have them reset This was completed on November 30, 5.) On December 16, – resident put in an online request stating that they think the wrong type of sealant was used and they wanted us to come and reseal This was completed on Our resident service team sent a follow up email on the same day to make sure that the work was done to their satisfaction 6.) On February 14, – resident called in to state the shower was leaking and this time from the wall We called out our vendor, CEI CEI was on property on February 15th They assessed the issue On February 20, 2017, we received the quote from CEI CEI was able to fit [redacted] on the schedule on March 3rd We did have to tear up the shower for the necessary repairs that needed to be made The resident did refuse entry on two occasions during the process It is still not fully fixed as they refused our maintenance guys access on March 22, In regards to the pests that they are stating in their unit, we had a pest control company out to their apartment on different occasions February 25, 2016; February 29, 2016; March 11, 2016; March 25, 2016; April 4, 2016; April 12, 2016; August 19, 2016; August 30, 2016; and January 11, No activity was found but [redacted] did go ahead and do preventative treatment for what the resident was reporting We did not ignore any service requests made by the residents We acted on every request We are at the mercy of vendors sometimes as some days they are unable to give us an exact time frame when they will arrive Resident did deny access into their apartment, which did further delay repairs that were already delayed We did offer Mr [redacted] a final amount of a $credit Mr [redacted] did decline the offer and he requested one full month That was declined by management We are still willing to give the $credit to Mr*** Tell us why here

Westport central is working through some plumbing issues The water went down on Sunday to providing the tenants with only warm water First thing Monday morning (November 14th) we had American Pipe and Boiler out to look at the issue [redacted] was also called out to get a second opinion on what was needed It was determined by both companies on Tuesday that it would be best to do an acid wash in the pipes as there was too much build up therefore not allowing the water to get up to temperature We too would like to see the water at degrees and it was at On Wednesday, November 16th we shut the water down to the building and preformed the acid wash Today the water is at and climbing We are rectifying the issue as quickly as possible and by no means are we not completing repairs and we are doing so in a timely manner The residents were sent different emails on the updates as we received them from the vendors We have also offered to have the manifold replace in this residents unit which would also increase the water flow The resident has denied the repair The repair would take days The resident would be relocated during the days but yet does not want to do so We are making attempts to resolve the issues that the resident has brought to our attention but the resident will not allow the repairs that we think would be most successful in his unit

We have been in the residents apartment We have offered to replace the manifold which was denied by the resident We do want to make the resident happy The manager and resident meet last week to resolve all issues We will not be allowing the resident out of the lease without term fees We will not be paying for the residents move We are here to help make the resident happy in their home If the wish to do so they are able to sublet their apartment out which in turn would not cost them any termination fees

Mr. ***, We received the complaint this morning and would like to inform you of the situation at hand. This resident had called in on Friday 7/15, and let us know that she had bed bugs. I had my maintenance supervisor go over and inspect her apartment right away. He informed me that she did... not have bed bugs. We still contacted Advanced Pest Control to schedule a treatment as soon as we could. I let her know that they could possibly come out on Monday but that it would most likely be Tuesday the 19th. We had never promised her that they would be out on Monday. Mac Properties acted immediately on this complaint. We take issues like this very seriously. The resident never did actually have Bed Bugs as was confirmed by Advanced Pest Control today. The resident had fleas and the apartment was treated properly. We have been in constant contact with this resident since Friday when the issue was brought to our attention. Per our Lease Agreement, we offer two options to get out of your lease. The first one being a 30 day notice and paying the equivalent of 2 months of rent upon handing that in. The second option is to Sublease the apartment. The resident was made aware of this on multiple occasions. We have our buildings cleaned on a regular basis as well as the carpets in the hallways. If extra cleaning is needed we have it done. We at Mac care about our residents well being and do everything we can to make sure they are taken care of. Thank You,Mac Properties

[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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:What the MAC Property representative has stated is not true, and completely misrepresents the actual situation that is occurring here at Westport CentralMy partner and I have never been offered to relocate to another room, or anywhere else, regarding completing the necessary repairsNot even onceI have on several attempts tried to talk to them, but usually always get the response that they will check on it and get back to usHowever, we never hear anything until I call them back. With the current water situation, recent repairs were done to get the water up to code (i.e., degrees available 24/7/365)This was done on November Before then, water never reached this temperature, and in fact, I have spoken with at least members of their staff, all of whom have stated that the maximum water heating temperature would never be over degreesOne of the staff members included the chief maintenance managerThe highest-ranking one claimed that she was a manager that states she was an area manager over our building, and it was their corporate MAC Property policy of only maintaining a maximum of degrees on water temperatureShe offered to work with us to try to resolve the issueAt this point, after numerous attempts and service requests of many kinds, but mainly, no water pressure, no hot water or hot water at KC Municipal Code temperature, and a shower that has cold water that over-powers the hot, I was ready to report to the Revdex.com or seek legal counselThis supposed area manager, *** ***, told us to give her a chance to make things right, and that if necessary, she would try to work out a solution or help us get out of our leasing agreementNeedless to say, there hasn’t been any proposed solution by MAC Properties whatsoever.The reply made by the MAC Property Representative also fails to fully explain the situation, which actually had begun when we moved in four months ago on July 9, Upon moving in, we had to submit a report within hours to keep the lease agreement valid given that there could have been pre-existing issues before moving inThese issues included replacing an old shower head with a new one we provided (which was discussed before signing the lease), fixing the water pressure in the shower (pressure was very weak), maintaining constant water temperature in the shower (water temperature would wildly fluctuate from scalding hot to ice cold), replacing the light in our master bedroom closet, and adjusting the deadbolt on our apartment entry door (which did not fully lock properly)These issues were reported on July 10, 2016.None of these issues were done in a timely mannerAfter two weeks into our leasing agreement and living at the apartment, the shower barely worked (i.e., pressure and temperature were/are still issues), causing my partner and I to take sink and/or wash rag baths, forcing me to make numerous calls and requests to just get our shower head replaced with the new one we had already purchased before we moved inAfter replacing the shower head, the pressure seemed to work better immediatelyThe maintenance technicians stated the old shower had clogged with calcium depositsHowever, even if this were true, the water pressure still remained inconsistent and was still an issue, in addition to the on-going temperature fluctuation issuesSo we reported these issues againThree weeks into living at the apartment, we finally got a new light in our bedroom closet, and about a week later (with more requests) we had our dead bolt properly adjusted. This still left us with water pressure and temperature issues, in effect leaving us without a properly working shower or dishwasherIt is true that there have been repairs done to the boiler system, after which MAC Properties tells us our issues should be resolved, but we still had to reach out each time with more service requests, which were met with limited sympathy or apparent interest in actually resolving our water issuesOn the first of October, after a major servicing of the boiler, I spoke with the chief maintenance manager in person, showing him the issues we were having with the water temperature and pressureHe stated that if it is not fixed after this new boiler fix, that we should write a new service report and that they would look into replacing the shower pipes and plumbing behind the wallThe only information we have heard since then (and after filing more service reports) was that all stems were replaced, even though what has actually happened is that only stems just had new caps placed on themWe have not heard any information since, despite communicating that our water issues with the shower are still not resolved.This brings me to the frustration that my partner and I have been experiencing these past few monthsEvery time we attempt to reach out to get answers, we just get excuses or reassurances that someone will check into our problem and call us backWe tried to give MAC Properties the benefit of the doubt, until we started noticing the discrepancies in what they say and what they actually doFor instance, we made a service request on stating that we saw mice in our apartment on October The day after, we set bait traps that we purchased and placed ourselves, and informed MAC Properties that we placed bait traps and whereI called on October 31st requesting an exterminator come out to address the issueWe were told that we would get a call back that same afternoon regarding this request, but no replyOn November 1st, after no reply, I called back and was told the issue will be addressed by the next day (November 2nd)However, this was not what happenedThis request wasn’t actually acted on until November 4, when they filled the gaps in the walls of the apartment with spray foam and left unused equipment (spray foam) behind on our TV stand without any notice or attempt to retrieve itOn November 11th, they left a note on our door stating they left mice bait, but my partner and I searched our apartment and could not find any bait left other than the ones we had set out a few weeks beforeThey also never stated the type of bait nor where they placed this baitWhen asking *** *** about it further, she stated that she had to check with the maintenance technicians to actually determine if any bait was left by them or not, ignoring our concern about the whereabouts of the baits and the actual rodent issue overallShe added that she would get back to us, but never did. On top of all of this, the weather is currently is degrees (Friday night, 11/18), and we were promised earlier this week that we would have our heating system fixedOur problem, which is that the valve regulator to turn on the flow of steam heat doesn’t turn, was reported on the 14th of NovemberOn the 16th, I talked to the building manager and maintenance technician directly about this issue, and they replied that they would come fix itWe still do not have heat, and won’t have any until Monday at the earliest, putting us potentially without heat for a few days as the weather begins to get colderIt is difficult to have faith in MAC Properties and their technicians if they cannot own up to their word or even address our issues with water and heating.It also very discouraging that the lobby floor was badly water damaged at the beginning of October 2016, and no repairs have been made sinceAdditionally, on our floor, there was a broken light fixture dangling from the ceiling for a few days and neglected for a couple weeksWith our problems still not fixed and now seeing that repairs throughout the building are also not done in a timely manner, we feel hopeless that MAC Properties will work with us to actually fix, or even address, our issues.The reason for this detailed response is to fully explain the situation that we have been living in for months, and to dispel the sense of assistance that MAC Properties has claimed they have given usWhy would we refuse to have repairs done on our shower? Bathing is a basic necessity, and not having a properly working shower with controlled temperature and pressure prevents us from having this necessityFurthermore, we have never refused to have repairs done nor have we declined to be re-located while repairs would be done, which by the way, would likely take more than days as they claim, given their history of delayed response times and low quality of workmanshipIndeed, if this were the case, why would we continue to report issues? Why would we be complaining about MAC Properties in the first place if they weren’t continually falsifying information and not contacting us at all about our specific issues?It is difficult for us to see any solution going forward involving MAC Properties, and we would like to see our lease agreement nullified, with all future lease payments cancelled, and our moving expenses reimbursed
Regards,
*** ***

Mr. [redacted],  We received the complaint this morning and would like to inform you of the situation at hand. This resident had called in on Friday 7/15, and let us know that she had bed bugs. I had my maintenance supervisor go over and inspect her apartment right away. He informed me that she did...

not have bed bugs. We still contacted Advanced Pest Control to schedule a treatment as soon as we could. I let her know that they could possibly come out on Monday but that it would most likely be Tuesday the 19th. We had never promised her that they would be out on Monday. Mac Properties acted immediately on this complaint. We take issues like this very seriously. The resident never did actually have Bed Bugs as was confirmed by Advanced Pest Control today. The resident had fleas and the apartment was treated properly. We have been in constant contact with this resident since Friday when the issue was brought to our attention. Per our Lease Agreement, we offer two options to get out of your lease. The first one being a 30 day notice and paying the equivalent of 2 months of rent upon handing that in. The second option is to Sublease the apartment. The resident was made aware of this on multiple occasions. We have our buildings cleaned on a regular basis as well as the carpets in the hallways. If extra cleaning is needed we have it done. We at Mac care about our residents well being and do everything we can to make sure they are taken care of. Thank You,Mac Properties

We have been in the residents apartment.  We have offered to replace the manifold which was denied by the resident.  We do want to make the resident happy.  The manager and resident meet last week to resolve all issues.  We will not be allowing the resident out of the lease without term fees.  We will not be paying for the residents move.  We are here to help make the resident happy in their home.  If the wish to do so they are able to sublet their apartment out which in turn would not cost them any termination fees.

Westport central is working through some plumbing issues.  The water went down on Sunday to providing the tenants with only warm water.  First thing Monday morning (November 14th) we had American Pipe and Boiler out to look at the issue.  [redacted] was also called out to get a second...

opinion on what was needed.  It was determined by both companies on Tuesday that it would be best to do an acid wash in the pipes as there was too much build up therefore not allowing the water to get up to temperature.  We too would like to see the water at 120 degrees and it was at 112.  On Wednesday, November 16th we shut the water down to the building and preformed the acid wash.  Today the water is at 116 and climbing.  We are rectifying the issue as quickly as possible and by no means are we not completing repairs and we are doing so in a timely manner.  The residents were sent 3 different emails on the updates as we received them from the vendors.  We have also offered to have the manifold replace in this residents unit which would also increase the water flow.  The resident has denied the repair.  The repair would take 3 days.  The resident would be relocated during the 3 days but yet does not want to do so.  We are making attempts to resolve the issues that the resident has brought to our attention but the resident will not allow the repairs that we think would be most successful in his unit.

To first address the time line of the shower issues listed in the complaint. Resident moved into the apartment on July 15, 2015.  All services requests, calls, emails are documented in our system.  1.)    On August 19, 2016 the resident put in an online service request...

stating that the shower door does not seal.  Maintenance responded to the call the same day and sealed the door.  The floor was wet so Maintenance went back on August 20, 2016 to seal the floor.  2.)    On August 23, 2016.  Resident put in an online service request stating that his shower was leaking.  Our maintenance team responded to the service request on the same day and put silicon on the pipe in which was leaking.  3.)    October 28, 2016 – resident put in a service request stating that the shower is leaking and the tiles are coming up again.  This did take time to repair as we replaced the shower door.  This was a special order so we did have to wait for the part.  This request was completed on November 11, 2016.  We also reset the bathroom tiles on this same date.  4.)    On November 17, 2016 – the resident put in a service request stating that they were not satisfied on the tile work that was done and wished to have them reset.  This was completed on November 30, 2016.  5.)    On December 16, 2016. – resident put in an online request stating that they think the wrong type of sealant was used and they wanted us to come and reseal.  This was completed on 12.21.  Our resident service team sent a follow up email on the same day to make sure that the work was done to their satisfaction.  6.)    On February 14, 2017 – resident called in to state the shower was leaking and this time from the wall.  We called out our vendor, CEI.  CEI was on property on February 15th.  They assessed the issue.  On February 20, 2017, we received the quote from CEI.  CEI was able to fit [redacted] on the schedule on March 3rd.    We did have to tear up the shower for the necessary repairs that needed to be made.  The resident did refuse entry on two occasions during the process.  It is still not fully fixed as they refused our maintenance guys access on March 22, 2017.     In regards to the pests that they are stating in their unit, we had a pest control company out to their apartment on 9 different occasions.  February 25, 2016; February 29, 2016; March 11, 2016; March 25, 2016; April 4, 2016; April 12, 2016; August 19, 2016; August 30, 2016; and January 11, 2017.  No activity was found but [redacted] did go ahead and do preventative treatment for what the resident was reporting.   We did not ignore any service requests made by the residents.  We acted on every request.  We are at the mercy of vendors sometimes as some days they are unable to give us an exact time frame when they will arrive.  Resident did deny access into their apartment, which did further delay repairs that were already delayed.  We did offer Mr. [redacted] a final amount of a $200 credit.  Mr [redacted] did decline the offer and he requested one full month.  That was declined by management.  We are still willing to give the $200 credit to Mr. [redacted].  Tell us why here...

Hi [redacted] –There is not “respond to a complaint” on the website so I am typing it up here. We have a recording of April C[redacted] speaking with Ericka B[redacted], stating that the money is not refundable after 48 hours.This is a policy that we have to stick to due to fair housing.  If I refund...

one person’s back after 48 hours than I would have to do all. The recording was given to Miss B[redacted]. Never once did we state the money was refundable after 48 hours. Thanks

The AC unit in the apartment is out and is under warranty.  We are having issues with the installer to get them to resolve the issues.  We did provide the tenant with window AC units so that they did have AC during the summer months.  We are more than willing to review his KCPL...

invoices and credit the tenant back for any usage above and beyond had there not been a window unit in the apartment.  The tenant needs to email me copies of his invoices to [redacted].