Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Reported this issue to the Herndon Office NRP and to the Herndon City Town Manager, however I did not get any resolution. According to the Herndon Town Manager since they do not have direct work relationship they tried to contact by email to NRP they were not successful: Full description and their response General Inquiry From EmailClosed View AttachmentsRe: Tree Branch damage - Hi *******, What is the status of my request?. I really don’t expect for an issue like this taking so long. Please advise Thank you *** **** On Fri, Jun 17, 2022 at 8:27 AM ******* **** wrote: Good Morning *******, Please check out this Picture. I have sent you as a png and cropped and pasted on a word document. I will check later. 1. Tree branch issue and 2. next to it a tree that has never been treated well and neighbours dump their staff. Thank you, *** **** On Wed, Jun 15, 2022 at 8:22 PM ******* **** wrote: Hi Sir/Madam,I called and notified “*****” about a tree branch damaging my Townhouse located at *** ***** **, Herndon, VA ***** roofs, sides and Deck 48 hrs ago. However, upto this minute, I didn’t get any response from this office. Please cut the branch at the bottom of the main tree.Thank you,*** **** After so many back and forth I saw their response on the web portal the following statement which doesn't make sense. This tree branch has already damaged my deck's umbrellas and some of the roofs cover has started pilling off. What else are waiting for? I even went to the Herndon NRP office gave the pictures and talked to the Manager. - No solution. Please assist. Author *** ***** 07/01/2022 3:00 PM Email Formatted Note We apologize for the inconvenience, This is not something we can just go out and do. We are waiting for the board to approve the proposal. Once we get the green light you will be the first to know.

  Business Response

  Date: 08/10/2022

  Thank you for the opportunity to respond to this complaint.

  If I may, I'd like to first explain that as a Common Interest Community Manager (HOA's and Condominum Communities) our company does not have authority to spend the HOA's money without the approval from the Board of Directors of the community.  As you will see from the timeline below, the Board of Directors waited until their next Board Meeting to discuss this matter and approve the funds.  Once the funds were approved we engaged a contractor and handled the matter as expeditiously as possible.  Please note that the compalinant was grateful and "Thanked" the Manager for getting the job done.  

  Finally, it should be noted that it was the home owner that caused the branch to fall.  

  Author: ***********************

  08/10/2022 4:57:48 PM
  Sent To: Service Provider
  Email Formatted Note
  ****,
  
  See the signed proposal. Again, please let us know when this is scheduled.
  Author: *************************, CMCA, AMS
  08/09/2022 11:58:14 AM
  Sent To: Manager
  Formatted Note
  Looping you in.
  Author: *************************** <********************************>
  Recipients
  08/05/2022 3:27:08 PM
  Sent To: Admin Assistant
  Formatted Note
  To confirm the exact work that was approved, can I get the signed copy please. I am assuming it is Proposal # **** @ $2376.00…. Please confirm this is correct **** From: ******* ******** Sent: Wednesday, August 3, 2022 11:44 AM To: **** ********* Subject: Fwd: APPROVED Service Request for ****** ** ******* Homeowners Association - [#*********] Sent from my ****** Begin forwarded message: From: "National Realty Partners, LLC" Date: August 3, 2022 at 11:02:43 AM EDT To: *******@******* Subject: APPROVED Service Request for ****** of ******* Homeowners Association - [#*********] ?
  Author: ******* ****
  08/04/2022 10:11:32 AM
  Sent To: Admin Assistant
  Formatted Note
  Hi ****** *****, First of all thank you for your attention for this subject. The following area were damaged by these tree Branches: 1. Some covers of the roof started to come off (Loose) 2. The water gutters deformed 3. My deck's umbrella totally damaged and 2 plastic chairs broken. Thank you, *** **** -----Original Message----- From: National Realty Partners, LLC To: **********.com Sent: Wed, Aug 3, 2022 11:02 am Subject: Service Provider Assigned to your Work Order - ****** ** ******* Homeowners Association - [#*********]
  Author: ****** ***** 08/03/2022 11:02:02 AM
  Sent To:
  This item has been automatically advanced
  Auto-Notice - Service Provider Assigned
  Author: ****** ***** 08/03/2022 11:02:02 AM
  Sent To: Homeowner
  Email
  This item has been automatically advanced
  APPROVED - Send to Service Provider
  Author: ****** *****
  08/03/2022 11:02:02 AM
  Sent To: Service Provider
  Email Formatted Note
  Matt,
  
  The Board approved this at the 7/26 Board meeting. Let me know when you can get this scheduled.
  Board Review
  Author: ****** *****
  07/13/2022 11:05:35 AM
  Sent To: Board
  Email Formatted Note
  Because of the amount, Board approval is required. This will be presented at this month's Board meeting.
  Author: ***** ****
  Recipients
  06/25/2022 4:37:04 PM
  Sent To: Manager, Board
  Email Formatted Note
  If we only have one proposal, so I being ask you approve this? Or is this just for my information to know it’s being done? ***** **** Board member On Fri, Jun 24, 2022 at 1:35 PM National Realty Partners, LLC wrote:
  Author: ******* ******, CMCA. AMS, PCAM
  06/24/2022 1:34:54 PM
  Sent To: Board
  Email Formatted Note
  Board Members -
  
  Proposal attached for your review.
  Author: ******* ******, CMCA. AMS, PCAM
  06/24/2022 1:34:29 PM
  Sent To: Board
   * Notifications Suppressed
  This item has been moved to Board Review.
  Manager Follow-up on Estimate
  Author: *** *****
  06/24/2022 1:16:32 PM
  Sent To: Manager
  This item has been moved to Manager Follow-up on Estimate.
  Waiting for Estimate
  Author: *** *****
  06/24/2022 1:09:02 PM
  Sent To: Manager
  Formatted Note
  Subject: Copied from *********
  ****** ** ******* - ProposalAttached is a proposal for some tree improvements at *** ***** that I was asked to look at. This was not caused by storm damage.The homeowner took to cutting branches of overgrowth and piled in common. I will pick that pile up as a normal T&M, simple.The tree they tried to clean up is covered in poison ivy and 2/3 dead needing removed. We suggest this tree be removed and English ivy be left as a clean bed. Next to this declined spruce is a very large Oak and heavily weighted with branched engulfing the private back yard. This tree is a risk to the unit if any of these branches were to break. This really needs trimmed back. We also included dead wood replacement for this oak and another adjacent to it.Let me know if you have any questions or want to proceed with the work.****
  Author: ******* ******** <***********.***>
  Recipients
  06/21/2022 6:15:57 PM
  Sent To: Manager
  Formatted Note
  Yes, actually today. There is a few things I will suggest that needs done. This is not storm damage , it is a homeowner that went to town cleaning out a tree area and left pile. There are two oak trees needing major pruning and a dead tree to remove. That’s what I will propose Give me a day or two to write it all up if that’s ok **** Sent from my ****** On Jun 21, 2022, at 5:09 PM, National Realty Partners, LLC wrote: ?
  Author: ******** *******, CMCA, AMS, PCAM
  06/21/2022 5:09:14 PM
  Sent To:
  This item has been moved to Waiting for Estimate.
  Manager Follow-up on Estimate
  Author: ******** *******, CMCA, AMS, PCAM
  06/21/2022 5:08:58 PM
  Sent To: Service Provider
  Email Formatted Note
  Hello,
  
  Have you had a chance to take a look at this issue?
  Author: System
  06/21/2022 3:11:58 AM
  Sent To: Manager
  The follow up date for this item has been met, and the hold has been removed.
  Waiting for Estimate
  Author: *** *****
  06/17/2022 8:37:13 AM
  Sent To:
  This item has been automatically advanced
  ESTIMATE REQUEST - Send to Service Provider
  Author: *** *****
  06/17/2022 8:37:12 AM
  Sent To: Service Provider
  Email Formatted Note
  Please investigate the tree damaging the home on *** ***** ***** and send us the price to address this matter.

  Customer Answer

  Date: 08/23/2022

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: <**********.com>
  Date: Mon, Aug 22, 2022 at 7:13 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: [email protected] <[email protected]>
  
  Hi Sir,
  This case has never been addressed by NRP LLC. I called and talked to the Manager, She keep on telling me we're waiting a response from the vendor who performs the task. 
  
  Thank you,
  *******

  Business Response

  Date: 08/24/2022

  Here is the timeline of events.  The Complainant has been kept up to date regarding his concerns via his e-mail. 

  See below.  **** ********* is the business owner responsible for the repairs, not NRP.  The work is scheduled for Friday 8/26 /22. 

  Author: ******* ******** <***********.net>

  Recipients
  08/22/2022 4:32:10 PM
  Sent To: Admin Assistant
  Formatted Note
  Scheduled for Friday 8/26 Sent from my iPhone On Aug 22, 2022, at 2:01 PM, National Realty Partners, LLC wrote: ?
  Author: ****** ***** 
  08/22/2022 2:01:20 PM
  Sent To: Service Provider
  Email Formatted Note
  What is the status of this request?
  Author: ****** ***** 
  08/17/2022 5:10:50 PM
  Sent To: Service Provider
  Email Formatted Note
  ****,
  
  What date is this scheduled for?
  Author: ******* ******** <***********.net>
  Recipients
  08/10/2022 9:52:35 PM
  Sent To: Admin Assistant
  Formatted Note
  Perfect, thanks. Will schedule asap Sent from my ****** On Aug 10, 2022, at 4:58 PM, National Realty Partners, LLC wrote: ?
  Author: ****** ***** 
  08/10/2022 4:57:48 PM
  Sent To: Service Provider
  Email Formatted Note
  ****,
  
  See the signed proposal. Again, please let us know when this is scheduled.
  Author: **** ********, CMCA, AMS
  08/09/2022 11:58:14 AM
  Sent To: Manager
  Formatted Note
  Looping you in.
  Author: **** ********* <****************************.com>
  Recipients
  08/05/2022 3:27:08 PM
  Sent To: Admin Assistant
  Formatted Note
  To confirm the exact work that was approved, can I get the signed copy please. I am assuming it is Proposal # **** @ $2376.00…. Please confirm this is correct **** From: ******* ********  Sent: Wednesday, August 3, 2022 11:44 AM To: **** *********  Subject: Fwd: APPROVED Service Request for ****** ** ******* Homeowners Association - [#*********] Sent from my ****** Begin forwarded message: From: "National Realty Partners, LLC" Date: August 3, 2022 at 11:02:43 AM EDT To: *************** Subject: APPROVED Service Request for ****** ** ******* Homeowners Association - [#*********] ?
  Author: ******* ****   08/04/2022 10:11:32 AM
  Sent To: Admin Assistant
  Formatted Note
  Hi ****** *****, First of all thank you for your attention for this subject. The following area were damaged by these tree Branches: 1. Some covers of the roof started to come off (Loose) 2. The water gutters deformed 3. My deck's umbrella totally damaged and 2 plastic chairs broken. Thank you, *** **** -----Original Message----- From: National Realty Partners, LLC To: ************** Sent: Wed, Aug 3, 2022 11:02 am Subject: Service Provider Assigned to your Work Order - ****** ** ******* Homeowners Association - [#*********]
  Author: ****** ***** 
  08/03/2022 11:02:02 AM
  Sent To:
  This item has been automatically advanced
  Auto-Notice - Service Provider Assigned
  Author: ****** ***** 
  08/03/2022 11:02:02 AM
  Sent To: Homeowner
  Email
  This item has been automatically advanced
  APPROVED - Send to Service Provider
  Author: ****** ***** 
  08/03/2022 11:02:02 AM
  Sent To: Service Provider
  Email Formatted Note
  ****,
  
  The Board approved this at the 7/26 Board meeting. Let me know when you can get this scheduled.
  Board Review
  Author: ****** ***** 
  07/13/2022 11:05:35 AM
  Sent To: Board
  Email Formatted Note
  Because of the amount, Board approval is required. This will be presented at this month's Board meeting.
  Author: ***** **** 
  Recipients
  06/25/2022 4:37:04 PM
  Sent To: Manager, Board
  Email Formatted Note
  If we only have one proposal, so I being ask you approve this? Or is this just for my information to know it’s being done? ***** **** Board member On Fri, Jun 24, 2022 at 1:35 PM National Realty Partners, LLC wrote:
  Author: ******* ******, CMCA. AMS, PCAM
  06/24/2022 1:34:54 PM
  Sent To: Board
  Email Formatted Note
  Board Members -
  
  Proposal attached for your review.
  Author: ******* ******, CMCA. AMS, PCAM
  06/24/2022 1:34:29 PM
  Sent To: Board
   * Notifications Suppressed
  This item has been moved to Board Review.
  Manager Follow-up on Estimate
  Author: *** ***** 
  06/24/2022 1:16:32 PM
  Sent To: Manager
  This item has been moved to Manager Follow-up on Estimate.
  Waiting for Estimate
  Author: *** ***** 
  06/24/2022 1:09:02 PM
  Sent To: Manager
  Formatted Note
  Subject: Copied from *********
  ****** ** ******* - ProposalAttached is a proposal for some tree improvements at *** ***** that I was asked to look at. This was not caused by storm damage.The homeowner took to cutting branches of overgrowth and piled in common. I will pick that pile up as a normal T&M, simple.The tree they tried to clean up is covered in poison ivy and 2/3 dead needing removed. We suggest this tree be removed and English ivy be left as a clean bed. Next to this declined spruce is a very large Oak and heavily weighted with branched engulfing the private back yard. This tree is a risk to the unit if any of these branches were to break. This really needs trimmed back. We also included dead wood replacement for this oak and another adjacent to it.Let me know if you have any questions or want to proceed with the work.****
  Author: ******* ******** <***************>
  Recipients
  06/21/2022 6:15:57 PM
  Sent To: Manager
  Formatted Note
  Yes, actually today. There is a few things I will suggest that needs done. This is not storm damage , it is a homeowner that went to town cleaning out a tree area and left pile. There are two oak trees needing major pruning and a dead tree to remove. That’s what I will propose Give me a day or two to write it all up if that’s ok Matt Sent from my iPhone On Jun 21, 2022, at 5:09 PM, National Realty Partners, LLC wrote: ?
  Author: ******** *******, CMCA, AMS, PCAM
  06/21/2022 5:09:14 PM
  Sent To:
  This item has been moved to Waiting for Estimate.
  Manager Follow-up on Estimate
  Author: ******** *******, CMCA, AMS, PCAM
  06/21/2022 5:08:58 PM
  Sent To: Service Provider
  Email Formatted Note
  Hello,
  
  Have you had a chance to take a look at this issue?
  Author: System
  06/21/2022 3:11:58 AM
  Sent To: Manager
  The follow up date for this item has been met, and the hold has been removed.
  Waiting for Estimate
  Author: *** ***** 
  06/17/2022 8:37:13 AM
  Sent To:
  This item has been automatically advanced
  ESTIMATE REQUEST - Send to Service Provider
  Author: *** ***** 
  06/17/2022 8:37:12 AM
  Sent To: Service Provider
  Email Formatted Note
  Please investigate the tree damaging the home on *** ***** ***** and send us the price to address this matter.
  
  Pageof 110items per page

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  National Realty Partners is the property manager for my apartment complex. The Air conditioning system in my unit is dependent on the apartment complex cooling tower and water network pumping cold water (70 degrees or lower into my unit. For the past 5 weeks the water being sent into my unit is around 90 degrees and prevents the air conditioning in my unit to function. I have had three different HVAC technicians from local service providers come to try and fix the issue and all of them said i needed to have the property management resolve this because it is caused by the water network, the HVAC system is my unit works fine when it receives cold water. National realty partners told me they put in a work order and have never replied to me since then. When I contacted the service provider i received records showing that NRP cancelled a work order request to remedy this issue on June 21 and have not tried to fix it since. They have not responded to my requests for an update in the past week. The average temperature in my apartment is 90 degrees! This is an apartment I own and pay more than $600 a month to NRP as part of my condo fee to maintain and service "common elements" (stated in the apartment complex bylaws). The cooling tower and water network are common elements NRP is responsible for maintaining and repairing but they have done none of this and ignore bot my calls and written requests for a status update on this work order. Please help me get this resolved, all I want is for my air conditioning to work again. I provided four attachments from the owners portal demonstrating their non-response. The one from June 16 was the second HVAC contractor telling me it was fixed then 1 hour after he left the AC shutoff again. I asked them to close the ticket and had to open a new one shortly after. The other docs are from NAC the service provider who told me property management cancelled the service call and the invoice from the tech I hired who identified the issue

  Business Response

  Date: 07/26/2022

  Good morning *** *******,
  
  Thank  you for contacting me via the Better Business Bureau. 

  I have discussed your conern with our Director of Management and the Manger for your community.  First, I'd like to state that the fact that this repair taken so long is unimaginable and I'm very sorry for the difficulties you've endured.

  As you may be aware, we have had two contractors on site working on the issue, beginning in June.  According to the contractors, at this time we believe the portion of the HVAC system, for which the condominium association is responsible, is working properly.

  It is my understanding that you have engaged a contractor to investigate the section of the HVAC system within your condominium.  If I may ask a favor, would you please let us know of any progress you are making and wherrther or not we may assist you?

  I've asked ******** and ****** to keep me informed as to any progress being made.  I will continue to monitor the situation until it is resolved.  

  Thank you,

  Jim F*****, CMCA

  CEO / Partner

  NRP

  Author: Kristine C******, CMCA, AMS, PCAM

  07/23/2022 10:43:20 AM
  Sent To: Homeowner
  Email Formatted Note
  ****,
  
  I can share from the association point of view, we do not require permits when owners do any type of work. Please let me know what your electrician says and if the association needs to do anything else.
  
  For your use and reference attached is the report from NAC.
  Author: Tashia S**** 07/22/2022 11:28:50 AM
  Sent To: Supervising Portfolio Manager
  Formatted Note
  See update
  Author: Tashia S****
  07/22/2022 11:28:33 AM
  Sent To: Note
  Formatted Note
  Yes, he said hold off
  
  Sent from my ******
  
  On Jul 22, 2022, at 10:53 AM, Tashia S**** ******@nrpartnersllc.com> wrote:
  
  [CAUTION: This email originated from outside of PSE. Do not click on links or open attachments unless you recognize the sender.]
  
  Hi Gordon,
  
  I wanted to see if you all received a response from *** *****.
  
  Best Regards,
  
  Tashia S****
  Portfolio Community Manager
  
  Author: **** *****
  07/21/2022 7:52:29 PM
  Sent To: Manager
  Thanks for sending an electrician over and I had to go ahead and reach out to NAC today to get a copy of the report. If your electrician cannot resolve the issue, I have one coming on Tuesday. One question they had for me was:
  
  Does the association require a permit if circuit work is required inside my unit to resolve this issue? If so, they will need to apply for the permit before hand so i will need to know all relevant information required for them as soon as possible. If the association does not require a permit for this kind of electrical work in my unit then I will instruct them to proceed with any work required to fix this problem unless your electrician fixes it tomorrow.
  
  I also do not know if this is an association or unit issue which is why I both wrote and called NRP multiple times over the past 5 weeks requesting that NAC come to investigate.
  
  Please get back to me as soon as you can about any permit requirements for this kind of work.
  
  Thanks
  Author: Kristine C******, CMCA, AMS, PCAM
  07/21/2022 5:32:03 PM
  Sent To: Homeowner
  Email Formatted Note
  ****,
  
  I very much understand that you are furious with this issue. I called you yesterday at 5.33 PM on 7/20 to try to talk to you about this issue.
  
  What I wanted to share is that I am not sure this is a condo issue or an unit issue. I wanted to talk through the problem.
  
  I understand that you are getting married this weekend, so I am having an electrician come out tomorrow to try to resolve the issue.
  

  Congratulations! I hope you have a wonderful time this weekend.
  Author: Kristine C******, CMCA, AMS, PCAM
  07/21/2022 5:27:47 PM
  Sent To: Note
  Formatted Note
  Attached is the NAC report.
  
  Author: **** *****
  07/20/2022 6:10:39 PM
  Sent To: Manager
  Hi Kristine,
  
  NAC was unable to resolve the issue and will share a report tomorrow explaining that I need to contact the electric company (service provider) because the issue is the voltage (250) being sent to my AC unit exceeds the 230 limit causing my system to automatically shut down. I cannot express enough how furious i am with this entire situation of it taking more than 5 weeks for my multiple requests for NAC to investigate this issue to be answered.
  
  I am getting married this weekend and do not have time to continue to deal with this issue and repeated back and forth until Monday because I will see the report tomorrow and don't have time to coordinate this the day before I get married. I'll be in touch on Monday.
  Author: April Meza, CMCA, AMS, PCAM
  07/20/2022 11:54:52 AM
  Sent To: Manager
  This item has been moved to Manager Review.
  Escalated to Director of Association Mgmt
  Author: Jim Foley, CMCA
  07/20/2022 9:04:44 AM
  Sent To: Director of Association Management
  Formatted Note
  Subject: Better Business Bureau complaint / **** ***** Harbor Terrace
  Morning Kristine -
  
  Can I get an update on *** *****'s HVAC issue?
  
  What was the problem and when will it be fixed?
  
  Thanks,
  
  Jim
  Escalated to Team Leader
  Author: Kristine C******, CMCA, AMS, PCAM
  07/19/2022 11:56:38 AM
  Sent To: Team Leader
  This item has been moved to Escalated to Team Leader.
  Escalated to Team Leader
  Author: Kristine C******, CMCA, AMS, PCAM
  07/19/2022 11:56:25 AM
  Sent To: Homeowner
  Email Formatted Note
  ****,
  
  This is excellent news. Please keep me informed so I may assist if needed.
  
  Author: **** *****
  07/19/2022 10:28:16 AM
  Sent To: Team Leader
  Hello,
  
  The appointment is confirmed for tomorrow at 8am. I hope this resolves the issue and I have a colleague staying in the unit for the rest of the day (tomorrow) once the work is complete to make sure it continues to work throughout the day. I'll send you an update tomorrow evening.
  Author: Kristine C******, CMCA, AMS, PCAM
  07/19/2022 6:53:16 AM
  Sent To: Note
  Formatted Note
  Good Afternoon Everyone,
  
  **** *****, ###-###-#### lives at **** **** ********* Unit #* and has been having issues with his AC for several week corresponding with our cleaning of the strainer at the cooling tower.
  
  He has had service techs from a local contractor check his unit and they claim that the water coming into the unit is too hot at 90*. The unit starts and runs for a minute or two then turns off on high limit.
  
  Kristine with NRP Partners has authorized the service call to diagnose the issue.
  
  **** ***** does not live on site currently and would require a 2-hour notice to make sure he is there to open the unit.
  
  Jeff
  
  Jeff S*****
  Sales Engineer
  O: ###-###-####
  M: ###-###-####
  
  Author: **** *****
  07/18/2022 6:57:27 PM
  Sent To: Team Leader
  Hi,
  
  Yes , they contacted me to take down my address and said I will hear from their dispatch to schedule the appointment. That has not happened yet but I will confirm once they reach out.
  Author: Kristine C******, CMCA, AMS, PCAM
  07/18/2022 4:24:01 PM
  Sent To: Team Leader
  This item has been moved to Escalated to Team Leader.
  Escalated to Supervising Portfolio Manager
  Author: Kristine C******, CMCA, AMS, PCAM
  07/18/2022 4:23:41 PM
  Sent To: Homeowner
  Email Formatted Note
  ****,
  I have confirmed with NAC that they have reached out to you and will be setting an appointment with you. Please let me know if they do not set the appointment with you. I want to make sure your father comes home to a cool house.
  Author: System
  07/18/2022 3:04:29 AM
  Sent To: Supervising Portfolio Manager
  The follow up date for this item has been met, and the hold has been removed.
  Manager Review
  Author: System
  07/17/2022 3:03:49 AM
  Sent To: Manager
  The follow up date for this item has been met, and the hold has been removed.
  Admin Follow Up Required
  Pending Completion
  
  Author: **** *****
  07/15/2022 4:04:25 PM
  Sent To: Admin Assistant
  Hi,
  The community portal does not have an option to respond to the portfolio supervisor only "normal" or "high" importance so I hope selecting high importance allows you to see this. We are scheduled to arrive late Thursday evening the 21st.
  Author: Kristine C******, CMCA, AMS, PCAM
  07/15/2022 3:12:11 PM
  Sent To: Homeowner
  Email Formatted Note
  ****,
  
  I will follow up on this issue first thing on Monday. When are you going to be home with your father? When you respond, please respond to portfolio supervisor so I can see your message
  
  Author: **** *****
  07/15/2022 9:36:41 AM
  Sent To: Admin Assistant
  Hi Kristine,
  I'm returning from my work trip next week and my 70 year old father will be coming to visit. Without AC my home is uninhabitable. Do you know if this work order will be completed before I return?
  Thank you.
  Author: **** *****
  07/13/2022 3:41:57 PM
  Sent To: Admin Assistant
  Hi Kristine,
  I just spoke with NAC today about this work order and they told me there was work that need to be done by the property to get this resolved. Do you have an update on when this might be resolved? Its almost a month that my unit has been without consistent AC.
  
  Thank you.
  Author: "Amontae ** C*********" <******************@nacgroup.com>
  Recipients
  07/11/2022 3:20:57 PM
  Sent To: Admin Assistant
  Formatted Note
  Good afternoon, After looking into this service, it appears HVAC concepts is needed to further troubleshoot the unit. I have attached the service reports regarding this service as well. After the first service request tenant we were made aware that the strainer on the cooling tower needed to be pulled & cleaned. Please see the complete service breakdown above. If you would however like us to send a tech back on-site, we can.
  
  Please advise how you would like to proceed. Thank you, Amontae C********* Dispatcher O: ###-###-#### M: ###-###-####
  
  From: National Realty Partners, LLC Sent: Monday, July 11, 2022 1:30 PM To: Dispatch (****) Subject: APPROVED Service Request for Harbor Terrace of Old Town Condominium - [#XN2323697]
  Author: **** *****
  07/11/2022 2:14:40 PM
  Sent To: Admin Assistant
  Thank you very much, I really appreciate it!
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 1:30:42 PM
  Sent To:
  This item has been moved to Pending Completion.
  Pending Completion
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 1:30:27 PM
  Sent To: Homeowner
  Email Formatted Note
  Thank you for letting me know and I have issued a work order to have this addressed.
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 1:29:48 PM
  Sent To:
  This item has been automatically advanced
  Auto-Notice - Service Provider Assigned
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 1:29:48 PM
  Sent To: Homeowner
  Email
  This item has been automatically advanced
  APPROVED - Send to Service Provider
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 1:29:48 PM
  Sent To: Service Provider
  Email
  This item has been moved to APPROVED - Send to Service Provider.
  Response From Owner
  Author: **** *****
  Recipients
  07/11/2022 8:57:50 AM
  Formatted Note
  Hi Kristine, Yes, I am still having problems with the AC and as of this weekend the water being pumped into my unit was 91 degrees. Thank you for sending someone out to investigate and if they need access to my unit please give me 1-2 hours’ notice so I can arrange for someone to let them in as I am out of town on business. Best, On Mon, Jul 11, 2022 at 4:04 AM National Realty Partners, LLC wrote: If you would like to respond to this notification, please place your response in between the dotted lines found below: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
  Good Morning, Are you still having issues with the AC? If so, please let me know and I will make arrangements to send someone out to investigate.
  
  Item Details: ****** ******* **** * *****, ** **** * ******** ***** #* Cooling tower sending hot water to my unit Hello, Over the past 3 weeks I've had private HVAC professionals in my unit to resolve the problem of hot air coming out of the vents while the AC is on. The recurring problem they identify is that hot water is being pumped into my unit from the cooling tower. Could you please ask someone to check the water coming from the cooling tower to my unit? I have been without AC in my unit for approximately 3 weeks and am out of town but I have a colleague watching my apartment and can provide access to any technician at any time. Thank you very much and please feel free to call me if further information is required at ###-###-####
  
  Sincerely, Kristine C******, CMCA, AMS, PCAM On behalf of Harbor Terrace of Old Town Condominium This Community is Professionally Managed By: National Realty Partners, LLC ###-###-#### | nrpartnersllc.com -- **** USA Mobile/Signal: ###-###-####
  Author: **** *****
  07/11/2022 8:14:00 AM
  Sent To: Admin Assistant
  Hello,
  Yes, as of this weekend the water being pumped into my unit was 91 degrees. I am still out of town for work but will coordinate with a colleague to have someone there to let the technician into the unit. I will need about 2 hours advanced notice before they arrive on site.
  
  Thank you
  Completed
  Escalated to Team Leader
  Author: Kristine C******, CMCA, AMS, PCAM
  07/11/2022 7:04:19 AM
  Sent To: Homeowner
  Email Formatted Note
  Good Morning,
  
  Are you still having issues with the AC? If so, please let me know and I will make arrangements to send someone out to investigate.
  
  Escalated to Supervising Portfolio Manager
  Manager Review
  Author: System
  07/09/2022 3:04:16 AM
  Sent To: Manager
  The follow up date for this item has been met, and the hold has been removed.
  Admin Review
  Author: **** *****
  07/06/2022 2:13:45 PM
  Sent To: Admin Assistant
  This item has been automatically advanced
  Request Received
  Author: **** *****
  07/06/2022 2:13:44 PM
  Sent To: Homeowner
  Email
  Hello,
  
  Over the past 3 weeks I've had private HVAC professionals in my unit to resolve the problem of hot air coming out of the vents while the AC is on. The recurring problem they identify is that hot water is being pumped into my unit from the cooling tower. Could you please ask someone to check the water coming from the cooling tower to my unit? I have been without AC in my unit for approximately 3 weeks and am out of town but I have a colleague watching my apartment and can provide access to any technician at any time.
  
  Thank you very much and please feel free to call me if further information is required at ###-###-####
  
    Show BBB Messages
  PDF -> Text