Business ProfileforJacobs Property Management

Hello,

Im sorry to read your review and hear of the displeasure you felt after living in one of our managed homes. We strive to do and be our best for both our residents and our individual private investment owners who own the homes we manage. Its disheartening to me to hear that you experienced something different than excellence.

There is truth to your complaint concerning the delay on tending to your maintenance request upon the start of your lease. The summer months typically are the busiest for our maintenance crew and contractors and non-emergency work orders do not take immediate priority. However, I found only one work order submitted by you upon your move-in for a kitchen shelf concern. It did indeed take over a month to get the issue resolved. It is my hope that, if a mess was left behind by any maintenance technician or contractor, that you contacted our office at the time and advised so that we could address it directly with said technician/contractor.

Circling around to your further comments on work orders, I find 10 work orders submitted by you during your 3 years of occupancy and all those work orders show completed and invoiced by contractors. There are no notes of unanswered or unaddressed work orders. In reference to any charges applied to your lease account for damages upon your move-out, we take disputes seriously and will absolutely review previous lease accounts for any potential errors or mistakes in assessment, but we do require that an official written dispute be submitted to our office to process. I dont show any emails, letters,or notes indicating that we had received such correspondence from you. If this is untrue, please do reach out to us in writing right away and well evaluate and respond.

On the subject of pets and/or ESAs, we have policies and procedures in place for both and do allow pets at the property you leased; we always allow ESAs with adequate associated documentation, etc. We do not charge fees or additional rents for ESAs, but we do for pets. If an animal is added to a lease as a pet in the beginning and then converted to an **** we process the necessary documentation and paperwork and then remove any potential additional rents that *** have been associated with the animal when it was on the lease as a pet. However, any additional security deposit(s) that were collected at the time of adding the pet to the lease (not **** go into a non-interest-bearing escrow account and they are not labeled as pet deposit funds, meaning they stay with the lease until its conclusion as a security deposit as a whole. This is our standard operating procedure and is not in violation of guidelines or requirements.

Im afraid I dont have specifics on what complaints you had made regarding other tenants/lessees, so its tough for me to respond on the matter, but I will say that these areas can be difficult to traverse, as we dont have full control of all aspects and attributes surrounding issues with neighbors and/or roommates. We try to be a bridge of communication and a voice of reason with individuals when personal differences arise and/or advise of the property channels and authorities to reach out to when applicable.

When you state that we just increased the rent as they saw fit I assume you are referring to lease renewal offers with rent increases. This is a standard practice and done with market trends in mind. This is an offer made to the resident(s)/lessee(s) and is open to the resident(s)/lessee(s to decline if they feel the increase is not acceptable for their reasons. I will state firmly that we maintain the properties we manage to a high degree of standard and do not feel that there were any improvement on various thingsthat would have been necessary for said rent increases upon renewal.

Regarding making payments, it is customary to offer online payment options/online payment portals that come along with processing fees. We feel that the fee structures involved with these options are fair and reasonable, if someone were to need or choose to use such platforms. We do provide an accessible drop box for any person that would prefer to bring a check or money order to our physical location for their payment method, so I must contend your statement that there are no other options for payment.

While our office is closed to in-person foot traffic, we operate during standard business hours and have team members available via telephone,email or text message during said hours. I cannot speak to your specific interactions with any of our team members, as I am not privy to those exact conversations, but its regretful to hear of such. Again, we strive to offer top-notch customer service, so I will be sure to address this complaint with our team to ensure that we work hard to not give into emotions and frustrations when speaking with our residents, even when they express aggravation or annoyance with our policies and/or standards.

We hope that we can grow from your review and that other potential residents take time and measures to make their own informed decisions on who and where they rent their homes from. If you have any questions, feel free to contact us at *********************************.

Thank you,

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Senior Director of Operations