ComplaintsforNolan Real Estate

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 3, 2022, a request was submitted via resident portal on or around October 11, 2022, maintenance reviewed the damages stated a contractor would be needed. On October 25, 2022, this incomplete ticket was closed stating repairs completed. This was noticed while paying my rent on November 3, 2022. I submitted a maintenance request on November 3, 2022, advising repairs have not been completed. Friday morning November 4, 2022 @10:24 am I called the office I left a message with ****** requesting a return call from ******* regarding the maintenance request. Monday November 7,2022 no return call, no email, no response to maintenance request initially submitted October 3, 2022. I emailed my concerns, and frustrations to this matter. 6:26 pm ******* replied stating he called at approximately 1:30 pm, however I have no messages, no missed calls. Tuesday November 8, 2022, ******* calls @ 11:33 am, I advised I have no missed calls, nor messages following his call Monday November 7, 2022, he advised he did not leave a message. ******* states his contractor is on site today (11/8/2022) and tomorrow Wednesday 11/9/2022 he will schedule the repair. ****** called back 2:49 pm to discuss the process and time I will need to be away from my apartment. This became a detailed conversation as I work from home 12 hours per day starting @ 5 am. We agreed I would find a hotel and have my rent credited for December and my apartment will be fine for a return home on Friday morning 11/11/2022. Friday 11/11/2022 I returned home at approximately 3:04 pm to find the fumes very strong I called the leasing office @ 3:09 pm. I spoke with ******. I explained the smell, the repairs were not completed. I have not been reimbursed for being displaced (Wednesday 11/9/2022, ******* emailed stating he would reimburse via gift cards), I have not received a return call from management, called corporate 913-652-8600 11/11/2022 & 11/14/2022 no answer I left 2 voicemails for *****.

  Business response

  01/20/2023

   Good afternoon,
  In response to complaint ID ********, our staff and attorneys have diligently communicated with our resident to facilitate a resolution to the stated issues in the attached compliant.  On November 8, 2023, as a customer service courtesy, an agreement was made and accepted by all parties, to provide compensation in the form of a gift card.  That gift card was purchased, and the customer notified on multiple occasions that it is available for pick up at the community office.  The resident has made no attempts to come by.   To date, the gift card is available for pick up.
  Please let me know if you need any further documentation or information,
  Thank you,
  **** ******* **** ****
  

  Customer response

  01/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I have not received any communication from the management nor the property. I have not agreed nor accepted any agreement. I am seeking full reimbursement in the amount of $583.93. Repairs were not completed Friday morning November 11, 2022, as indicated. I have attached the emails and photos. 
  Regards,
  ***** ******

  Business response

  01/31/2023

  As an additional response to compliant ID ********* our attorneys have responded to communications sent from our resident's attorney.  Prior to, our onsite team has communicated with our resident as well via email.  All documentation has been provided to legal counsel.  We stand by our original statement made in regard to this compliant.  The gift card remains available for pick up at our community office.
  **** ******* **** ****
  
  
  

  Business response

  01/31/2023

   As an additional response to compliant ID ********, our attorneys have responded to communications sent from our resident's attorney.  Prior to, our onsite team has communicated with our resident as well via email.  All documentation has been provided to legal counsel.  We stand by our original statement made in regard to this compliant.  The gift card remains available for pick up at our community office.
  
  **** ******* **** ****
  
  Regional Manager
  

  Customer response

  02/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: Your manager states in the email sent 11/11/2022, he is aware the smell from resurfacing is strong (Breathing solvent paint fumes for too long can cause headaches, dizziness, and nausea) and also acknowledge the repairs were not completed Friday morning 11/11/2022 (the 2nd day after resurfacing not the 3rd as indicated) as previously stated in his 11/8/2022 email. My request for the 3rd day of hotel expense is not unreasonable as the repairs were not completed and the fumes were extremely strong. Having lived here for 6 years this is disheartening, and an unacceptable way to have handled your maintenance lack of properly completing the repairs. 
  Regards,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩