Follow-Up and Follow-Through

Dear Merchant Visionaries,

 

Thank you for your email.  I can appreciate how frustrating this process has been for you, and understand the need for additional follow-up and follow-through.  I can promise you that my team has been diligently working to resolve the known issues and are taking all the necessary measures to ensure that issues are permanently resolved.  It's important to me that I regain your trust and that you're able to rely on us as you have in the past. 

 

Please allow me to specifically address each item from your most recent correspondence.

 

Security:  This continues to be of utmost importance to all of us.  We are pleased you have confirmed that the program has been augmented to meet the existing site demands.  You asked for us to provide a timeline of the SOC build out and activation.  We are preparing for a 90 day case study to test cameras and software in a state-of-the-art surveillance system.  This will give us the opportunity to work out any “bugs” before we go live.  It will then be linked to the “Surveillance Operations Center” (SOC) by September of 2016.  This is the goal, which we have been working towards.  The current site patrol is not equipped to take calls directly so we ask that you continue with the current protocol.  In any emergency, call 911.

 

Heating:  Thank you for taking the time to share your feedback with us regarding the wall heaters in your homes.  The Customer Care team recently met with (1) the manufacturers of your wall heaters, (2) the plumbers who installed the boiler system, and (3) the engineers who worked on the building's central heating system, to discuss options for raising the temperature of the wall heaters.  In response to the recommendations that were developed through these meetings, we have made adjustments to the building's heating system:  we raised the heating system water temperature from 125 degrees to 145 degrees, and slightly raised the Design Outdoor Ambient temperature — which regulates the water temperature according to outdoor weather.  These changes have been implemented, and should have noticeably increased the temperature output of your wall heaters — addressing concerns over the inability to achieve the desired temperatures in your residences. 

 

Garage Water Leak:  The waterproofing consultant has provided Lennar Urban with a report outlying the sources of the leaks and the proposed solutions.  The General Contractor, Roberts Obayashi, has reviewed the report and is taking the necessary steps to repair the leaks.  RO will begin resolution of these issues this week.

 

Parcels/Property Taxes.  You have asked for us to provide each homeowner a detailed breakdown of their taxes.  Attached you will find a statement that shows how calculations are made.  You should be receiving your individual statement by October 31, 2016, as property tax statements are usually available by mid-October.

 

Emergency Egress Signs.  The signs have been fully corrected and are in place, as we speak.  Thank you for your patience here.

 

Trash/Recycling/Composting.  FirstService received additional signage from Recology and has added additional compost bins.  In addition, a new larger compost container was also delivered.  FirstService has also indicated that they will conclude their organization of this space this week.  Once again, we appreciate your patience.

 

HOA Fees: We continue to strive to be as transparent as possible and hope that we are meeting your expectations in this area.  During the last HOA meeting, Anthony Sangervasi (Treasurer), spoke to the budget line items and therefore reviewed what expenses were incurred and by whom (HOA, Lennar).   As a follow-up, the HOA board will prepare to address further inquiries with regard to fee and budget questions, at our next HOA meeting.

 

Future of Empty Lot on Donahue: The height limit for Block 1 (empty lot on the other side of Donahue) is 55 feet from the highest part of the site – excluding parapets and other building systems.  Please see Attachment A.

 

Door Locks:  When the entry door locks were being selected, market research determined that a keyless entry was the most desirable option.  San Francisco has specific requirements; a “single action” lever is a requirement of California Building Code (CBC), Fire Life Safety Code and National Fire Protection Association NFPA80.  We selected the best option available at the time with a keyless entry system that met this code.  As the current owners of the property, you can raise your concerns with the HOA and discuss if the association will allow the installation of dead bolts.

 

Bike Racks: We have verified that the space has been built-out to current code and specifications.  We suggest the HOA consider further additions to the space.

 

Appliances & Deceptive Advertising: Bosch did not make a range hood that would meet the schematic requirements for the space at the time of construction.  The BEST range hood product was the best option available.  If your range hood is malfunctioning, please turn in a service request to customer care and they will address the issue.  With respect to the washer/dryer our marketing materials did not call out the brand.  If in any way you were led to believe you would be receiving a different washer/dryer than that installed, we are truly sorry.  One fail safe we put in place is that every home buyer is taken on a “New Home Orientation” with a customer care team member where they are shown every part of their home, and each appliance is demonstrated to them.   If there are any questions or concerns at that time, there is ample opportunity to address it prior to close of escrow.

 

The Lennar Urban team is dedicated to resolving your concerns.  We will continue to work with our residents, HOA partner, First Service and General Contractor, Roberts Obayashi through completion of the Merchant building.  Again, your feedback, patience and partnership is much appreciated.

 

Sincerely,

 

Kofi S. Bonner

President