Mills Properties

The property manager has spoken with the resident several times since this complaintAdditionally, the home was treated on Wednesday in addition to twice before that by a professional pest control companyTo our understanding, the property manager and the resident have set up a plan of action involving pest control treatments and the resident is satisfied with this solutionThank you

[redacted] lived at this property when it was under previous ownership Mr [redacted] was never a resident of Mills Properties At the time that he resided at this property it was West Pointe Apartments Mills properties purchased Bennington Heights on 10/24/ Prior to that time it was owned by Gannon Properties Gannon used [redacted] to collect on their previous resident accounts They can be reached at [redacted] I hope this information will be helpful

Regarding the back-up, the office received a bid from [redacted] (plumbing contractor) on 1/24/in the amount of $3,for extensive work needed in the kitchenThe bid was approved on 1/25/The property was waiting to find out when the plumber could schedule the job when the resident came in on 1/29/The property let him know at that time he would need to be moved to another bedroom apartment (there were available options) and that his rent would be kept the same and he would be offered a flexible lease termThe property called him on 1/30/and 1/31/and left messagesOn Wednesday, 2/1/Joseph visited the office to speak to the property manager, who informed him of an apartment he could move into that was right upstairs from him in the same buildingHe said he wanted to keep a 1st floorAs there were no others in his building, he was offered a bedroom in a building right beside his building and it would be like moving across the yard with no stairs to deal withHe said he didn’t really like his current apartment because it was small and would probably want to move anyway, and was then informed he could transfer within Mills and was given pricing on bedrooms in a sister Mills communityWe feel the community did their best to communicate and find a resolution for the residentThe property understands the inconvenience and offered multiple options to the resident to work with him due to the inconvenienceThe property has agreed to additionally offer the resident $off his rent (½ of what he pays) for compensation, and this offer is regardless of if he transfers within The Pavilion community or vacates

The issue that the resident is referring to is from two years agoThe resident was previously transferred from this apartmentThe property has been in contact with this resident to explain that due to the length of time since the incident and the lack of evidence, no monetary compensation will be given

Hello,In regards to the noise complaint from this resident, the property manager has had multiple conversations to resolve the complaintThe property offered him options: to move to a different Mills community, move to a different apartment within his current community, or early termination in which he would pay the early termination feeThe resident has refused each of these options and will only speak to the property manager via email communicationThe regional manager has also called the resident and left him a voice mail to discuss his options and resolve his issue, but they have not been able to speak directly to him yet

The property reached out to this customer and they worked together and came to a resolutionThe property has agreed to refund the customer's remaining $of the security deposit and stated the the customer is satisfied with the resolutionThank you

We apologize for any confusion with the transferWhen the resident came to transfer to her new unit, she did not have renter’s insurance for the new unit, which is required at all Mills propertiesShe also did not have electric or gas service transferred into her nameThe property manager reached out to her to explain that these items were needed and she said she would have them by the end of the day to sign her new lease paperwork to move inThe resident came in January 9th with all items completed and was able to sign her lease paperwork and move into her new apartment

Complaint: [redacted] I am rejecting this response because: of the wording stated in the emailsIt appears conflicting to me regarding the prorated datesThe day option is accepted with the vacate date of 07/17/with no penalties or feesI need to clearly see in writing that the lease termination will be treated as if it met all contractual agreements, prorated thru 07/17/In addition to the refundable deposits, the fraudulent occupancy inspection fee, and no negative rental credit reporting, or tenant commentary Presently the second email refers to the initial day prorate dateI had having troubling attaching the emails to this response Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have not received a phone callAlso, the organization is just poorly organized not to mention lacks customer serviceThe Mills company conducts business by channeling emotions instead of focusing of the needs of the customerThe way I was treated was unprofessional and uncalled forI would encourage the staff to review the customer feedback listed online that very much supports my statementThis company treats customers horribly and has no real interest in servicing their residents Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @millsproperties.net June 12, To whom it may concern: The perspective resident signed a month lease agreement from August 16, to February 22, at a rental rate of $per monthWe received a notice from the perspective resident to vacate the premises on or before February 22, Upon receipt of the notice to vacate, we delivered a confirmation letter to the perspective residentThe confirmation letter states that the amount given is only an estimate and final moving cost may vary The perspective resident decided to vacate the premises on December 10, Although the perspective resident vacated early, he was responsible for rent and utilities through the end of the lease agreementThe perspective resident was given a move out total of $1,which satisfied his balance at that point in timeThis amount did not account for final utility cost and damagesSince the perspective residents original lease end date was February 22, 2015, his apartment was held and not rented until the lease officially terminatedHad we processed the move out at the time the perspective resident turned in the keys, he would have owed an additional $1,in termination fees Our records indicate the vinyl floor was installed on August 13, by [redacted] CompanyThe total cost for installation was $Since the flooring was brand new when the perspective resident moved in, he was/is responsible for any damage that occurred during his stayThe life for vinyl flooring is yearsThe cost was prorated at months, which represents the remaining life of the floorPhotos attached

The resident's ledger is attachedThe property manager sat down with Mr [redacted] and went over his entire ledger from moday and compared payment receipts to ledgerThere was no over payment of $made, as shown on ledgerThe ledger shows the $credit given and the payment he made after to get him to a zero balanceThe property manager has tried to reach out to him again but he has not responded

Initial Business Response / [redacted] (1000, 6, 2015/05/18) */ Contact Name and Title: [redacted] Property Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @millsproperties.net [redacted] has lived at [redacted] since 11/4/as a valued residentIn March of Ms [redacted] worked with [redacted] our Resident Manager to move to a renovated townhome at [redacted] Ms [redacted] then expressed interest in transferring to a different two bedroom on site that was not fully renovated as price point was important to herThe Property Manager, [redacted] ***, offered to walk her current apartment and do any reasonable improvementsMs [redacted] declined and then contacted Basel Isa, [redacted] Leasing Consultant, to transfer to a two bedroom garden apartmentMs [redacted] came by April 10th to view available two bedroom apartmentsOn that day, she was shown [redacted] She liked it so much that she declined to see other units that we had available to show herMs [redacted] then chose to transfer to [redacted] on 4/17/Once the final walk-thru of her current unit was completed, [redacted] called Ms [redacted] to offer her the opportunity to return to the apartment and address the cleaning and trash removal in an effort to eliminate potential chargesThe pictures are attached that show the amount of appliance cleaning, furniture removal and trash debris that were left behind when she surrendered her original apartment home back to usMs [redacted] indicated that she would take care of the cleaning and removal herself and we agreed to allow her this time without charging occupancy rentAt the follow up inspection, that was completed by [redacted] , some of the items were addressed but there was still debris in the apartment as well as appliance cleaning and bathroom cleaning still remained incompleteMs***, her fiancée, our Maintenance Supervisor, [redacted] and the Property Manager, [redacted] met at the apartment with Ms [redacted] to point out specifics in order to further eliminate chargesMs [redacted] was again given access to the apartment to take care of cleaning of the appliances and bathroomWe also took the opportunity to discuss the return of the front door lock that she had replaced without managements permissionWe agreed upon return of the original lock that this fee would also be removedAs of this date, Ms [redacted] has not returned the lockThe two opportunities provided to Ms [redacted] greatly reduced the potential charges that would have appliedThe final result was a $oven cleaning charge and $lock replacement chargeMs [redacted] did request that the lock that she left behind on the door be returned to her, of which we did at her requestDuring the down time that we were allowing Ms [redacted] the opportunity to correct the charges, we lost revenue from not being allowed to access the property to make it ready for the new residentAs you can see from the move out photos from Ms***'s original apartment, the team took extra time and effort to save Ms [redacted] applicable damage charges by allowing her several trips back in to remove or clean the appropriate items In regards to the homeless person that is sleeping on [redacted] Height's property, we have turned the matter over to the Maryland [redacted] Police Department and our last communication was that the person in question has been in the custody of the police department and been sentence to days in jail

The community did recently have a property manager transferThe property manager spoke with [redacted] and relayed her concerns to the regional manager and after listening and discussing the issues and resolution options with ***, the property manager agreed to release [redacted] from her lease agreement with a reduced day notice with no termination feesWe believe this is a fair and satisfactory resolution

This resident received a letter of final billing after putting in her Notice To VacateThe letter explains that the final utilities are an estimate and to check with the office on the day of turning in keys to get the final amountIn her case, the final utilities amount was paid online, $60.77,
and that amount was amendedThe additional amount, $152, is for carpet repairAttached is the evaluation and estimate from the carpet company based on their findings after move-outA patch was required, as well as stain removal and deodorizationThe $cleaning charge was deducted so while the estimate was for $182, only $was charged to the residentWe believe these charges are fair and accurate based on the work needed to repair the carpet to a quality condition, however, we value service and want to work to resolve this issueWe will remove $from the charges, making the amount owed $If the resident is able to pay this with ***, it will be removed from the collections accountWe will reach out to the collections company to notify them of this change

Several people from the team spoke to this resident as well as the regional managerAfter speaking with the maintenance team, it was made clear that this was simply a mistake made by a maintenance team member who misunderstood his task due to a slight language differenceThe key the maintenance
man had was for vacant units only and was not able to open this resident's door, however, the door was unlocked, so the maintenance man entered to check if the unit was vacant to throw out the item that he had been tasked to clean upWhen he saw the unit was not a vacant unit, he leftThe resident has been informed and apologized to and the locks have been changed as she requestedThere was no roaming through belongings or ill intent and we sincerely apologize for the confusion

I sent this to the regional manager for *** who informed me that she had already spoken to the customer today and they agreed upon a day notice instead of the standard day notice required on our lease, so we believe this complaint has been addressed and resolvedThank you

The property manager has reached out to the resident and resolved this complaintThey agreed to waive the $balanceThank you

The property manager had previously been in contact with this resident before we received this complaintShe was offered a day out with no termination feesThe property manager has since contacted her to inform her they will reimburse their July rent payment in the amount of $and she was
offered the option to move out by 7/We believe this is a fair and satisfactory resolutionThank you

*** and *** *** moved into a townhome at Bennington Heights on 4/27/2016. They received a concession of $at that time. The lease clearly states that it is as consideration for the resident to fulfill lease obligation for the full term of the lease. This is again
mentioned at the early termination section which both residents initialed. The submitted statement refers to a day notice to vacate that was discussed with Susan. The notice *** refers to that was discussed with Susan was regarding ***’s plan to transfer to a two bedroom garden unitIf a resident is transferring to another unit onsite then only a 30-day written notice is required. *** even signed an on-site transfer request and agreement form on 6/4/so this confirms that fact that this was the only terms discussed. A lease break resulting in vacating was not discussed. On 6/16/*** came into the office and told Susan that he now decided that he did not want to transfer. On 6/17/Susan called *** and requested the paperwork to get her approved on her own. They were told that she would have to apply and qualify for the townhome on her own if *** was to be removed from the lease. *** did not qualify for the townhome. However, they had other options to avoid lease break penalties. She could have transferred to a garden apartment here at Bennington Heights. They are $700-$per month versus the $for the townhome. *** could have not been removed from the lease agreement. I tried to discuss these options with *** but he would only respond that per his lawyer divorce is grounds to break your lease and he will be turning in the keys on 6/30/2016. I still to this date do not have a legitimate written notice to vacate. I only have his signed on-site transfer request and agreement. He did not transfer but we did use the 6/4/sign date to start the days. *** sent an email on 6/28/that since she did not qualify for the townhome on her own she has chosen to move out as well. The charges that apply to the lease break for *** and *** are: Insufficient notice 7/3/thru 8/1/2016: $Concession payback: $Termination fee: $All fees provided above and in writing to *** and *** are accurate and valid. I do not agree to waive any fees. I have attached the lease that *** and *** initialed regarding termination and notice to vacate requirement. I have also attached the document signed by *** that provides as of 6/4/he planned to transfer to *** * *** ***, a two bedroom garden apartmentTell us why here

Initial Business Response /* (1000, 5, 2016/02/17) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@benningtonheightslife.com
Bennington Heights has been actively addressing the roach concerns expressed by *** and *** The request was specific to the
half bath on the first floor of their townhome*** performed the exterminationWe did not hear anything for a couple of weeksThe process is to spray an apartment as requestedIf we do not hear anything it is assumed that there is no further concernWe also have all apartments exterminated three to four times a year as preventative maintenanceAfter several weeks we were notified by *** and *** that there were still roachesThe townhome was exterminated and they were offered the opportunity to transfer to another townhome since they were so adamant about not wanting to stay in the current unitThey were also unhappy with the satellite reception and wanted a location with improved receptionThey were assigned another townhome on 9/1/to transfer on 10/1/After several days of not showing up to sign the new lease they eventually notified us that they were not going to transferThis was on 10/9/The transfer to another townhome would not have required a new deposit or change their current lease expiration dateTransferring to another Mills community would have required another deposit and a one time transfer fee of $This offer was declinedRegular extermination has been performed to their unitThe dates and details of each treatment for the last days follow11/18/applied placements of advion roach gel bait, glue boards12/2/advion roach gel bait placements, gallon of demand sc12/9/glue boards12/16/gal demand sc, glue boards12/30/advion roach gel bait placements1/13/glue boards2/10/alpine dust in basement pipe chase, alpine wsg in basement, glue boards, gal alpine wsg in unitThe glue boards provide a gauge to monitor activitySince the beginning of January there have been only roaches find on the glue boardsThis means that the treatments have been effective and are workingWe do not believe that the complaints would warrant a rent refundHowever, we would be willing to let *** and *** the opportunity to vacate the apartment without penaltyWe understand the need for time to secure another apartment and would agree to a written day notice prior to their planned move out dateWe look forward to coming to an amicable solution with *** and ***