New Life Multi-Family Management, LLC

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  The Community Manager told me about the refund AFTER I visited the property. Other than that, the property mgmt was quite unprofessional. They offered no type of concession after pushing my date back and NOT notifying me in a timely manner. The reason for push back was because they decided to let their cleaning contractors take a break until early 2017. If that was the case, an alternate plan should have been made to satisfy December 2016 movers and not put them in a horrible (and homeless) bind. I only went back to the community once I saw my options my limited with apartments in the area. However, I will not be giving New Life Mgmt any of my money for any property they own. I was able to find housing with another apartment complex that was more professional and mgmt. held to the word. I will not provide any good reviews or referrals to anyone in regards to New Life and how they handle people.  I have never been treated with such unprofessional in my entire life. They did me a huge favor by doing what they did. I cannot imagine how life would be if I were a renter there! New Life Mgmt needs to take courses on customer service because their skills are deplorable. I really hope this letter finds way to the Community Manager's desk.

No help was provided in this matter by Aaron or Mary. When Mary called me,she indicated every thing was my fault because I should have "been paying attention". I received nothing regarding the construction they claim they handed out. I have resided here since 2014 and all documents from them until now are still in my possession, with no paper from August providing this information.

Below is our response to the complaint.  Ms. [redacted], We have previously discussed and visited the pest control concern in your home. Upon the office completing an inspection in your home we found there to be no roach activity just as the pest control company did. We discussed having...

the building treated, and we did the following week on 9/6/17. We are working diligently with pest control to rectify the pest. The air conditioner has been found to be operating as it should when maintenance has been out to address it.  Thanks,  Melissa E[redacted]Community Director

We understand at this point you are requesting to dispute charges on your Final Account Statement. Because you had vacated our community on January 18th, 2014 your account is no longer housed with us. To dispute any items you will need to contact [redacted] Collections at ###-###-####.Thank you.

Good afternoon, At this time we have received the Revdex.com complaint filed by Mr. [redacted] regarding his air conditioner. I am seeing that we have made several repairs throughout the time that Mr. [redacted] has been a resident. The air conditioner was fixed on 7/13/17. If Mr. [redacted] has any...

further questions or concerns please feel free to contact the office Thank you

Ms. [redacted],

After reviewing your account, I
do see where you and I have had email correspondence in the past. The
last correspondence that you and I had was in October 2015 where I sent an email
asking you to confirm that all request had been addressed. To date I have not
received a...

response back from you. I also see that you did call emergency
maintenance to your home in December 2015 where both a technician and the
supervisor addressed your plumbing concern the same day you reported it. I do
see that later in December 2015 you submitted a few more request that are
currently outstanding. Please know that we will be addressing them as quickly as
we can, and that I will follow up with maintenance on this as well. We can only
communicate with you in writing as previously mentioned. Therefore, you can
email us your concerns, drop a letter in the drop box, or mail a letter to the
office. Please let us know if you need anything else.

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Dear Ms. [redacted] and Ms. [redacted] I have received the complaint you have filed and would like to take a moment to respond to your concerns regarding the apartment. First, I do want to address your statement regarding the apartment not be “upgraded” or being “a rundown dump”. On your scheduled move in...

date a move in walk though was completed with LaQuisha D[redacted] who is the Assistant Community Director . You were in fact provided a full upgraded platinum package unit which consisted of brand new black appliances including a refrigerator, dishwasher and stove. Brand new maple spice finished cabinets and a brand-new Corian countertop. As explained to you upon your move in and during your walk through with LaQuisha , the new upgrades were shown and discussed as as being the current platinum package and the highest upgrade package that we offer.  Per the lease agreement that was signed , it states in section XV. CONDITIONS OF THE PREMISES AND ALTERATIONS. The Tenant accepts the Premises AS IS, regarding the statement made “We signed an electronic lease that they gave to us prior to seeing the actual apartment”. As you were made aware during the application process, it is standard practice when doing a digital lease, that the lease be sent over early to the new tenant for early review, however signing the lease paperwork prior to seeing the unit is not required and is a personal decision that you made. It is a standard practice of New Life Properties that all homes are walked with the new tenants prior to receiving keys to ensure they are fully satisfied with their new home. This practice was followed with you and, there were minor infractions that were noted and immediately entered as service request, again as standard practice. On August 14th, 2017 I myself received the notice that was submitted to the office regarding your concerns and the notice of your intent to vacate your home and terminate the lease agreement. Again, all service requests that were listed were submitted via myself and completed on August 15th, 2017. In addition to this you have stated “we sent the apartment manager a certified letter, terminating the lease and the reasons for termination and asking for an appointment to return the keys. The manager signed the certified receipt on August 14th “. The notice submitted to the office was never signed agreeing to the terms, however it was signed confirming receipt of the document. As stated above ALL concerns submitted in the letter were rectified on August 15th, 2017. On 08/25/2017 your final account statement was completed and sent via email. Later we received your water bill which triggered an adjustment to your account thus on 09/05/2017 a revised final account statement was issued via email reflecting the additional charge. Lastly, on 09/26/2017 the final account statement was revised again and the amount owed was lowered due to the fact the home had been leased and had been reoccupied.  The amount owed is due to the lease being terminated without fulfilling all terms and conditions set within the signed contract. The Rental Concession Addendum in your lease agreement it states “In the event that the Tenant fails to comply with all terms and conditions of the lease, the tenant agrees to reimburse Landlord in the amount of $1,330.00 which is the total value of the rental incentive listed above” Please know that if you wish to collect another copy of any of the legal binding lease documents that were signed at move in and mentioned within this response , the office at Eden of Whitehall would be happy to provide them. If you would like to make arrangements to pay this debt we will be glad to assist you with that as well. Thank you.

Dear Ms. [redacted]         I have received your complaint and would like to take a moment to respond to your issues. First, I want to address the switching of units prior to move in. I do see the original basic unit you were scheduled to move into for the $697...

price was unfortunately unavailable due to a unknown pest control issue when the previous resident moved out. Due to Eden of Whitehall not wanting to move you into a unit that had evidence of pest issues we switched you to another unit that we were hopeful you would be happy in and want to call home.  Yes, this new unit did have a few additional upgrades, but this was made aware to you and also on the welcome sheet that was signed it does state "unit with premium upgrades such as granite, new carpet, or platinum package are subject to an upgrade fee." At that time it was made known that you were not happy with this unit as the appearance from what was seen on the outside before work began was not to your satisfaction, however we were not even given a chancw to work on the turn of this unit before it was rejected. At that point  the remaining unit was made available to you which was a Premium Package unit which in fact does cost $100 more due to the many upgrades that are put into the unit. At that point the decision of which unit to take was left solely up to you. You chose the Premium Package unit. At that time a legal and binding lease contract for the current address was signed and agreed upon by all parties involved including all "fees" that you are claiming that you were not made aware to you during the application process and also listed in the Lease documents. Under section III. Rent of the lease agreement this explains the additional "fees" in which are being references such as the $3.00 technology fee which is a small fee that allows you access to your very own resident portal that allows you to pay rent online, view your ledger and rental statement with no additional fees, also the $15.00 trash fee which is for the curb side trash pickup service that is provided by [redacted]. Regarding the water billing this can all be referenced under section IX. Utility of the lease agreement and also does explain that a copy of the water bill is able to be obtained from the rental office. I have attached a copy of the Lease agreement which was signed and agreed upon by all parties for further reference. If you would like further clarification on any of the information please feel free to contact the office. Thank you.

Dear Ms. [redacted],
We here at Eden of Whitehall strive to try to make every experience a good one for new applicants and we understand your frustration and apologize for how thing occurred. First to address your concern in regards to “While filling out the move in inspection sheet I...

noticed something on the outlets that from a distance looked like specs of black mold. I called in my fiancé to take a look. He removed the outlet cover to see if maybe there had been a water leak somewhere. When the cover came off we discovered an astonishing number of bed bug carcasses and realized the black specs were in fact bed bug feces. Upon looking further this feces was on all the outlets and most of the baseboards. When we opened a second outlet cover in another room there were so many bed bug carcasses inside that a clump the size of a quarter fell out.” As it was discussed during the conversation in the office after your move in walk thru all units during renovation consist of doing a clean and also painting, however it is not standard practice to remove all outlet covers or light switch covers to clean inside the electrical outlet. Also it was disclosed that over the past year we have had this home occupied with no report of any issues with having bed bugs in the apartment. We did also let you know that on March 22nd 2016 prior to your move in date the home was inspected via a certified pest control company and there was no report of an issue with this apartment having bed bugs. We also did offer as a peace of mind to you a general preventative pest control treatment, which was refused. We also had an additional inspection completed on the apartment on April 7th 2016 and there is still no report of this apartment having an issue with bed bugs. We are confident in our decision to report and assure you that this apartment does not have a bed bug issue.
To address your second concern that you have stated which is that “They required a deposit to hold the unit. Due to renting from a private owner prior to this they required a full months rent as deposit. This money had to be payed within 14 days. In good faith that the unit would be fit to move our family in we paid 580 dollars as required.” During the application process it was disclosed and you did sign the welcome sheet understanding the following terms and conditions with leasing “1/2 the deposit is due within 72 hours of Approval, and the remainder is due within 14 days” This is a standard practice in order to hold the vacant unit off the market until your scheduled move in date which was scheduled for March 4th 2016. In addition to this you have stated that “They said they had been eradicated but that we could take a look at another unit but that it was a platinum unit. The other unit was nice so we went back to the office to discuss the price and details. Upon returning from talking with her boss the agent said they could not lower the price and would have to pay another 100 up front and an extra 50 a month. This was not in a price range we were comfortable with we told her that. This is when she told us that we could go on a wait list for another unit, of which they would not know the price of until they do the walk through, or forfeit all money paid.” In reference to this it was also disclosed on the welcome sheet that “Units with a premium upgrade such as granite, new carpet or platinum package are subject to an upgrade fee.” At the time of move in we did offer several different options, which you have also stated were offered to you. These included another ready apartment which included the platinum package, we also offered for you to go on the waitlist and that we would do our best to try to accommodate you as soon as possible, on a daily basis our availability is changing so we were confident we could have accommodated you, but all alternative options were refused. It was noted to you that the deposit amount paid in the amount of $629 would be able to hold your name on the waitlist for up to a year if you so decided that Eden of Whitehall was still an option of where you wanted to live. However we did let you know that at this time since we were confident in the report that the unit being provided had no issues to prevent move in on the scheduled date if cancelled the deposit money is not refundable. This is also something that was signed for upon leasing with Eden of Whitehall. Disclosed and signed for on the welcome sheet it states that “All approved applicants forfeit all monies paid if they fail to take possession of the apartment.”
To close, we do wish to let you know that the offer for us to try to accommodate you and place you on the waiting list for another apartment to come available is still a valid offer and the deposit amount paid in the amount of $629 will hold your name on the waitlist for up to a year. If you decide this is the option that you wish to take or have any further questions in regards to this please contact me Jamie M[redacted], Community Director at the office phone number ###-###-####. Thank you.

Ms. [redacted], You will be receiving a notice stating that maintenance will be out next week to address the service request in your home. We apologize for the delay, and would like to thank you for your patience. Should something arise in the future and you feel as though your are not getting the...

attention needed you are more than welcome to address this with the management team, myself and Jessica H[redacted]. You can email us at [redacted]@newlifeproperty.com and [redacted]@newlifeproperty.com. Best, Melissa E[redacted] Community Director

Ms. [redacted], You applied to live at Cornerstone Crossing on Friday, December 9, 2016 for a move-in date of January 13, 2017. Your application was approved with a full deposit on Wednesday, December 14, 2016. We called to let you know the status of your application on Wednesday, December...

14, 2016. You paid over half of the required security deposit to the office on Thursday, December 15, 2016, and made an additional payment on Wednesday, December 21, 2016. On Saturday, January 7, 2017 you told the office that you needed to cancel your application due to your current job relocating you, and that you wanted your security deposit refunded to you. Andrea reviewed the application and security deposit process with you and explained that is not typically something we would do, but said she would confirm with a manager since you insisted.   On Monday, January 9, 2017 a representative from our office contacted you and informed you due to the cancellation process outlined in the application and the welcome sheet, that we would not be able to refund your deposit.Regards,[redacted]Community Director

Ms. [redacted] notified us of her pest control concerns on or about  the evening of August 23rd, 2016, the following day the maintenance team addressed her concerns by completing a thorough inspection of the attic and rooftop.  Wildlife traps were placed and have been checked daily and reset...

as needed. In addition all access points have been sealed.  If Ms. [redacted] is still experiencing issues with this request we ask that she contact our office.  We will continue to check the wildlife traps through the end of this week, Friday, September 2nd, 2016.

Based on Ms. [redacted]'s response, we have not and did not receive any additional information indicating that the service requests listed in her original complaint were still an issue. Therefore we have no new information to report regarding those concerns.  As for Ms. [redacted]'s appointment scheduled for tomorrow, June 21st, 2016, we will proceed with the drywall repairs only in the hallway area.  We appreciate Ms. [redacted] bringing these matters to our attention so we could ensure they were addressed promptly.

I am rejecting this response because:
Regards,
[redacted]

We will make sure to come in after noon.Thank you,Jessica H[redacted]Community Director Hello, I will be dialed into a job telephone interview that requires access to my home office PC from 0900-1130.  I see that the inspection window was set for 0900-1800 (8 hour window? really?). ...

Please shift the time to be later than 1130 so as not to disturb my interview. Thank you,[redacted]
[redacted]

I have allowed sufficient time to allow them to make the needed repairs to the unlivable apartment.  I have upheld the conditions of the rental contract, this business has not.  This business has also not addressed the issue that I have paid for an apartment that I can not live in.  They have not credited me the days I have not been able to live in the apartment.

Per our conversation today all
request have been completed in your home as of yesterday. We did enter a new
request for your oven door as there is still an issue. I will be following up
with maintenance to ensure that this request is addressed. I would again like to
thank you for your...

patience. Please let us know should you need anything in the
future.

Thank you,

[redacted]
Community Director

The pest  issue has been going on since october 2014 between roaches,  bees . There is still mold growing on the shower that maintenance just put chaulking over.

You
currently have a balance on your account due to the condition you left the home
in. The current balance on your account is $8.49. As we have previously
discussed you may submit any disputes to Jamica K[redacted] at [redacted]@newlifeproperty.com, by dropping a letter to
the office, or by mailing a...

letter to the office.
Best
Regards,
[redacted]
Community
Director

The nerve you have I've been addressing this issue since December 28th when my order was put in for my ceiling leaking the whole rental office is aware of my medical condition which I have a compromised immune system get a leak has been continuing on my home for about 6 months now so I will be gladly to pay the $180 for the city inspector to come inspect my home because once mold is found I am suing so you address your employees because I've been doing my part