The Willard Resident Handbook

A P A R T M E N T S

RESIDENT HANDBOOK 10500 Grand Central Ave Owings Mills, Maryland 21117 Phone: 410-363-3309 Fax: 443-738-3736 Email: metrocentre@davidsbrown.com www.thewillardapartments.com

TABLE OF CONTENTS TABLE OF CONTENTS 03

COMMUNITY INFORMATION

04

GENERAL TELEPHONE NUMBERS

04

HOW TO PAY RENT

06

CALL BOX SYSTEM

06

MAINTENANCE SERVICE

07

FIRE SAFTEY

11

CARBON MONOXIDE ALARM INSTRUCTIONS

13

APARTMENT GUIDELINES

14

AMENITIES

16

APARTMENT EXTERIORS

17

LEASING AND POLICY INFORMATION

19

MOVE IN/OUT INFORMATION

24

USE AND CARE OF APPLIANCES

25

CLEANING TIPS

27

RESIDENT TIP SHEET TO PREVENT SMG

28

PEST CONTROL SERVICES

29

BGE TIPS TO BEAT THE HEAT

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WELCOME TO

This Resident Handbook is designed to provide you with helpful information that will assist you in settling into your home and will answer common questions that you may have regarding your Lease. Agreement, frequently asked questions and rules and regulations during your tenancy at our community.

Last Revised 2023

COMMUNITY INFORMATION Leasing Office Hours: Monday - Friday Saturday Sundays

9:00 am – 5:30 pm 10:00 am – 5:00 pm 12:00 pm – 5:00 pm

*Extended hours offered during summer If an should occur before or after normal business hours, or on a holiday, please call 410-363-3309 to leave a message on our maintenance line and the appropriate personnel will be contacted.

As always, please feel free to contact us if you have any additional questions or concerns. Our contact information is noted below: Phone: (410) 363-3309 Fax: (443) 738-3736 Email: metrocentre@davidsbrown.com Visit our website at https://thewillardapartments.com

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GENERAL TELEPHONE NUMBERS Balt. County Police (410) 887-6975 MD State Police (410) 486-3101 Fire Ambulance 911 Ambulance 911 Owings Mills Fire Dep. (410) 363-1933 Poison Control Centre (800) 222-1222 Verizon (410) 954-6260 Comcast Cable (443) 462-8115 Balt. Gas & Electric (800) 685-0123 Marriott Hotel (410) 363-0660 DMV (800) 950-1682

For more area information, please visit our website at www.themetatmetrocentre.com Under the Neighborhood link, you will find more information on local area restaurant listings, shopping, arts and nightlife.

Grocery Stores: Safeway 10335 Reisterstown Road Owings Mills, MD 21117 Garrison Forest Plaza Shopping Centre (410) 998-3820 Weis 9251 Lakeside Boulevard Owings Mills, MD 21117 (410) 356-9214 Giant 10210 Mill Run Circle Owings Mills, MD 21117 Hospitals: Johns Hopkins Hospital (410) 955-5000 Express Care (410) 363-7281 Northwest Hospital (410) 521-2200 Patient First (410) 902-6796

REGISTER ON RESIDENTIAL PORTAL Residents can register on our website under Resident Portal at http://www.thewillardapartments.com. Click the “resident login” button. Then click “click here to register” When filling out the requested information please make sure to use the email address we have for you on file or registration will not work.

HOW TO PAY RENT Rental Payments made to 100 Painters Mill Road must be placed in the drop box located on the building by the entrance doors. WE DO NOT ACCEPT RENTAL PAYMENTS IN PERSON AT THE CORPORATE OFFICE.

*continued on to the next page

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IMPORTANT REMINDERS REGARDING RENTAL PAYMENTS: No payments accepted in the leasing office.

Rent and other associated fees are due on the 1st of the month.

After the 5th of the month, an amount equal to the 5% of the outstanding balance is added, in addition to court filing a legal fee.

As outlined in the Lease Agreement, personal checks will not be accepted after the 5th of the month.

Personal check will not be accepted if you have an NSF payment in the past 12 months.

No payments accepted in the leasing office unless your payment is to avoid evictions proceedings, your payment must be made in certified funds for the total amount due to avoid evictions and must be taken into the leasing office if paying the day of eviction.

New bank accounts must be verified before you can use them to make payments. A random amount will be deposited labeled Bank Verify into your account. This Process may take 48 hours to appear. After the deposit has been made log into the Resident portal click the Verify button next to your bank account, enter the exact amount that was deposited.

After completing this verification process you can immediately begin using your bank account to make payments. (A service fee of $0.95 will be charged)

Credit/Debit Card Payments will be charged a service fee: Fees are listed under ‘Frequently Asked Questions’ within the resident portal and range from 2.20% - 3% of the total amount based on your Credit Card. Debit Card Payments are processed as Credit Card transactions.

WE OFFER SEVERAL OPTIONS FOR SUBMITTING YOUR RENTAL PAYMENTS:

Pay online using the Resident Portal (Log on to your community website and select Resident Login) From there you will need to follow the prompt to create an account or login and make the payment if you have an existing account.

Place your payment in the drop box at the corporate office located at 100 Painters Mill Road. The drop box is located at the front entrance of the building.

Mail your payment to David S. Brown Enterprises P.O. Box 548 Owings Mills MD 21117. Please do not send checks certified mail, FedEx, UPS or other Carriers to the P.O. Box address.

*This option is not available if you have a delinquent account. You also cannot pay using the portal after the 9th.

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BUTTERFLY SYSTEM The Willard has a call box system outside of the main door in the lobby. This system can be used 24 hours a day in order to let your visitors into the building. In order to use the call box your guest should search for your name using the search bar at the top right of the screen. Once your guest locates your name in the call box they will tap it once to see the green call option button, they will tap the call button to initial the call to your phone. This call will go directly to the phone number you provided. Please download the ButterflyMX App to access all the wonderful features including virtual key options. *See Butterfly Tenant Guide provided at move in*

MAINTENANCE SERVICE The Willard Apartments prides itself on an efficient Service Department. You can submit all maintenance requests on-line through the resident portal at any time.

During office hours please call 410-363-3309 with all routine service requests. Should you have a maintenance during off hours or on weekends, please call 410-363-3309 to leave a message and the appropriate personnel will be contacted. If for any reason, the Leasing Office phone is out of order, please call our Corporate Office at 410-363-3434.

Since service is the backbone of our business, the following are considered Priority () Maintenance Service Requests: Fire No electricity No hot water No water Water flooding into the apartment

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From October 15 to April 15: Room temperature of at least 65 degrees F. unless the outside temperature is below 0 degrees F, then minimum room temperature shall be 60 degrees F at all times. Temperature is measured 3 feet from the exterior walls.

No air conditioning in temperatures over 88 degrees* Smoke alarms Clogged toilet (applies to apartments with one bathroom) Sewer stoppage Refrigerator not working Situations where access to the apartment may be compromised (i.e. broken windows or broken locks) Lock Outs ($100.00 fee, paid directly to service personnel at time of entry) *Due to high voltage, HVAC units will not be repaired during inclement weather or after dark

FIRE SAFTEY ALWAYS CALL THE FIRE DEPARTMENT- 911 Your Best Defense Against a Fire is to Plan Ahead This building is equipped with the most up-to-date fire protection devices and alarm systems.

Please make yourself aware of the procedures listed here to further enhance your safety.

Before a Fire occurs: Know your options to exit the building, and where to meet other residents.

Know the location of the closest Fire Alarm Pull Station.

Know where the closest Fire Extinguisher is.

Keep a Fire Extinguisher in your apartment.

If Alarm Sounds (or someone is yelling “FIRE”) Prepare to leave building Cover Body Including Feet Feel Each Door Before Opening It: -If Hot, Stay In Apartment -If Cool, Open Slightly -Check for Smoke; If Clear, Proceed To Exit -If there is smoke, CRAWL, fresher air will be at the floor Close Door Behind You, Take Your Keys So You Can Go Back If You Can’t Use The Exits NEVER USE THE ELEVATORS DURING A FIRE. Meet other residents across the street in the Parking Lot adjacent to the building.

If You Can Not Exit Your Apartment: Remain calm; your apartment may be the safest place to be.

Wet down towels/sheets, place them around doors and cracks to block smoke from entering Unit.

Cover nose and mouth with wet cloth to cut down any smoke you may inhale.

Turn off heat or air conditioning to prevent smoke entry through ventilating system.

Proceed to your window, signal and call the Fire Department and wait to be rescued.

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If Fire Starts in Your Apartment: Remain calm.

If fire is small, use Fire Extinguisher If that does not put out the fire immediately – Call 911 and Evacuate Engage the Fire Alarm Pull Station, yell, “FIRE” and alert neighbor’s while exiting.

BUILDING EVACUATION PROCEDURES In the event of a fire or any other that would warrant the complete exodus of this building, the evacuation assignments will be followed as prevailing conditions would allow. All residents of the building must participate with no exceptions.

Before opening any door or office which leads into the main hallway, feel the door first to see if it is hot. If the door is not hot, open it slowly. Then if conditions allow, proceed to the nearest stairwell and follow the evacuation plan. If the smoke is too heavy, do not enter the hallway.

Close the door, place a towel along the bottom edge of the door, if available, open the door and windows for fresh air and hang a sheet from railing to let the fire department know you are still in there. If the door to your apartment is hot, do not open it. Follow the same procedure as outlined above. If, for any reason, you must remain in your apartment or office during a fire or other , remain calm and call the fire department on the phone to alert them that you are still in the apartment.

Hats, coats or other apparel must be disregarded in the event of an actual fire.

Time is very important and the evacuation of each apartment must be completed as soon as possible.

FIRE DRILL PROCEDURES Total evacuation of the building is necessary; therefore, proceed to your designated means of egress. After you reach ground level, proceed to the parking lot at the rear of the building.

During a fire drill in this building, each resident is responsible for any valuables and the locking of all doors to and from said apartment as soon as the last person has left the area. Remember to take your keys.

Turn off any appliance, stove, burner or oven if it is in use at the time of the fire drill, if possible. Remember, the life you save may be your own or that of a loved one.

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CARBON MONOXIDE MANUFACTURER’S INSTRUCTIONS WEEKLY TESTING WARNING! Never use an open flame of any kind to test this unit. You might accidentally damage or set fire to the unit or to your home. The built-in test switch accurately tests the unit’s operation as required by Underwriters Laboratories, Inc. (UL). NEVER use vehicle exhaust! Exhaust may cause permanent damage and voids your warranty.

DO NOT stand close to the Alarm when the horn is sounding. Exposure at close range may be harmful to your hearing. When testing, step away when horn starts sounding.

SMOKE/CO ALARM This unit has been designed to be as maintenance-free as possible, The smoke detector has a 10 year battery life and will be checked by maintenance during preventative maintenance on a quarterly basis. Actual battery service life depends on the Smoke/CO Alarm and the environment in which it is installed. All the batteries specified above are acceptable replacement batteries for this unit. If the Smoke/CO Alarm is not working properly or you have concerns regarding the battery, please report as a maintenance emergency.

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APARTMENT GUIDELINES APARTMENT LOCKS Keys are issued upon move-in using the Engage Key System system. These keys operate the entrance locks to your apartment. The locks on your apartment may not be changed, or any additional locks installed, unless authorized and purchased through our Leasing Office. It is important that authorized personnel be able to enter your apartment in the event of an emergency.

IMPORTANT! Your apartment door locks are electronic. They operate by using a battery, and like all batteries, they have a limited life expectancy. When the battery is close to reaching its expiration, the lock will warn you of this by blinking red multiple times and then turn green when you are accessing it with the key fob. This is an important warning that the battery life will be ending soon. Please notify the leasing office as soon as possible so we can replace the battery promptly.

LOCKOUTS If you find yourself locked out of your apartment during normal business hours, please come to the Leasing Office with a valid ID and we will use our master key to let you into your apartment. If you should find yourself locked out of your apartment before or after regular business hours, please call the office at 410-363-3309 for emergency maintenance assistance.

There will be a $100.00 fee to be paid to the maintenance technician on call. In addition, you will be charged should you need to have a new key issued.

ALTERATIONS In accordance with the Leasing Agreement, all alterations need to have Management approval PRIOR to any work being done. Please request in writing exactly what you want to do and Management will respond in writing of the decision.

WALL HANGINGS As we welcome you to make your apartment your home, we do allow for you to hang a reasonable number of pictures, mirrors, etc. We request that you do not use double-sided sticky tape, as it will damage virtually all surfaces. Please refrain from nailing, screwing or taping anything to the wooden doors within your apartment as these may cause costly repairs.

DECALS Please do not use double-sided sticky tape products anywhere in the apartment nor should you apply paste or stick decals to the tub surface.

FRONT DOOR Please do not display any exterior door decor including door mats, wreaths, planters, etc.

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AMENITIES

PET SPA

FITNESS CENTER / CARDIO THEATRE

ZEN COURTYARD The Zen Courtyard is a peaceful and sunny place, full of vibrancy and thoughtful design. It is a tranquil haven of relaxation and reflection, and the perfect spot to escape from the hustle and bustle of everyday life. *The Zen Courtyard is located on the third floor and is available to residents from 7am to 10pm weekdays and 7am to 11pm Sat/Sun. Pets are not permitted in or around the Courtyard at any time.

The ideal location for your best self. Our Fitness Center and Cardio Theater provide the latest cardio equipment, free weights, and plenty of space for your fitness journey. We can help you stay healthy and active in style, whether you're aiming to get fit, tone up, or simply stay active. *The fitness center is located on the third and fourth floor of the building and is available to residents 24 hours. You must use your key fob to enter. No one under 18 is allowed to enter or use the equipment.

PROPERTY AND RESIDENT HANDBOOK

The Pet Spa at the Willard is the perfect spot to pamper your pet.

Located on the second floor and open from 5am to 8pm, residents can bring their furry friends to enjoy a relaxing grooming experience.

The Spa provides a safe, clean environment and owners/handlers must remain with their pet(s) at all times. After use, be sure to rinse the tub and dispose of any empty bottles and waste in the wastebasket. Pets must be leashed before entering and when leaving the Spa. *Non-residents and their pets are not permitted in the Spa. Your access to the Spa may be revoked. A maximum of two pets per pet owner/handler are allowed at any one time.

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AMENITIES BUSINESS LOUNGE

CLUB ROOM

AQUATIC COURTYARD The Willard's Aquatic Courtyard provides a luxurious pool experience. Carefully designed to create a relaxing atmosphere, it's the perfect spot to cool off on hot summer days. The courtyard is open weekdays from 7am to 10pm and 7am to 11pm Sat/Sun. Pets are not permitted.

The Willard's Club Room is the perfect place to connect, relax, and socialize. Enjoy a game of pool, or take in the stunning combination of earth tones, natural hues, and high-class fixtures for a memorable experience. The Club Room is where state-of-the-art luxury meets comfort and is open 24 hours daily.

The Willard Business Lounge is a modern, upscale space perfect for networking and nurturing new ideas. It features up-to-date computing equipment, comfortable seating, and fast Wi-Fi. *The business lounge is located on the fourth floor and is accessible to residents 24 hours daily.

*Children under 18 must be accompanied by an adult while in the Club Room. Pets are not permitted.

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APARTMENT EXTERIORS Resident should maintain patios. The area surrounding your apartment, patio should not be used to store bikes, toys, etc. The Willard cannot be responsible for items lost, stolen or destroyed by persons or acts not related to its employees. The following are not allowed in front of or on your apartment home door; door mats, ring/video cameras door wreaths or any door décor.

SOLICITING Soliciting on community property is not permitted.

TOWING POLICY Your vehicle will be towed immediately and without warning for the following: Any vehicle in a tow away zone with posted signs and/or pavement markings. Park in a fire lane/No Parking Zone (indicated by yellow lines or curbs) Blocking dumpster, another vehicle, or double parked.

Parking in a Handicapped space without proper H/C tag or permit (Date and tag must be clearly visible and hung from rear view mirror) Any vehicle taking up two spaces (must be 1/3 over the line) Any vehicle parked on the grass Any crashed/wrecked vehicles, on jacks or any non-drivable condition due to damage/needing repairs Parked in a reserved space without a permit (must be visible at all times) Your vehicle will be tagged and towed for the following: 1 or more flat tires, inoperable or abandoned (tagged 48 hours) Invalid tags (no stickers year or month) or no tags (tagged for 72 hours) Displaying expired tags (tagged 72 hours) *If you find that your vehicle has been towed, please contact Apex Towing Service at 410-560-7130 Location of towed cars 2201 Caves Road Owings Mills, MD 21117 PARKING Residents, parking behind Metro Crossing in the loading or unloading zone is limited to 30 minutes. These spaces are designed for customers and guests that visit the community including the Retail that will be parked for 30 minutes or less. Our Retailers depend on these spaces early in the morning and late into the night. The 30 minute parking areas are monitored 24 hours and violators will be at risk of being towed. For your convenience, The Met at Metro Centre was designed with a Resident Loading and Unloading Area behind the apartment building. In the event you need to run into your apartment quickly or you need to load or unload packages, please feel free to park is this designated area for Residents Only. This area will also be closely monitored in order to allow this convenience to all The Met at Metro Centre Residents.

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WALKING OF PETS The Met at Metro Centre is proud to be a pet friendly community. We understand that your pets are members of your family. Please keep in mind that your dog(s) have a special area located on the south side of the building. We ask that you your pets to that area and be sure to pick up after them. Doggy bags and waste disposals are located at the pet area. Please be sure to use them. We are happy that you and your pet have chosen The Willard as your new home.

LEASE AND POLICY INFORMATION PAYMENT OF RENT Rental payments are due on or before the first of each month. For your convenience, rental payments may be paid online on the resident portal, mailed, or hand delivered to David S. Brown Enterprises, LTD. The main office is located at 100 Painters Mills Road in Owings Mills.

You may drop your payment in the box affixed to the left side of the entrance to the David S. Brown Enterprises, LTD building. If you choose to mail your payment please use the following address: The Willard Apartments C/O David S. Brown Enterprises, LTD P.O. Box 548 Owings Mills, Maryland 21117 Please refer to your lease agreement, page 3 section 31, where it states, “Tenant shall pay the rent at Landlord’s office or at such other place as may be designated by the Landlord.” Except as may otherwise be required by law, or by the Landlord, all rental payment made by tenant to Landlord shall be check or money order. Personal Checks will not be accepted for rental payments made after the tenth day of the month in which the rental payment is due and owing. Personal checks will also not be accepted if Tenants personal checks have been dishonored one (1) time in the twelve (12) month period. Please do not send checks via certified mail, Fed Ex, UPS or other shipping carrier to the PO box address.

Keeping in mind that the first of the month sometimes falls on a weekend or holiday, please see that your payment is received at main office of David S. Brown Enterprises, LTD before the end of business on the day preceding the weekend or holiday. If mailing your payment, the day we physically receive your payment is the day your account will be credited, not the postmark date. In the event your rental payment is not received by the close of business on the 5th, you will be charged, as additional rent, 5% of the monthly rental as a late charge.

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RETURNED CHECKS There is a $35.00 service fee for checks returned by your bank. Late fees are accrued until a replacement money order or certified check is received by our office. Our office is not permitted to resubmit a dishonored check. Personal checks will not be accepted if the personal check has been dishonored one time (1) in a twelve (12) month period. Personal checks will not be accepted for rent made on or after the 10th of the month, in which the rental payment is due and owing.

RENTER'S INSURANCE During the term of your lease, you are required to purchase renter’s insurance to cover your personal liability and medical payment coverage (see section 42 of your lease). Renter’s insurance is relatively low cost and one of the wisest purchases an apartment resident can have.

PETS The Willard Apartments is a pet friendly community, however, there are restrictions. So before you bring any pet onto the premises you must receive management approval. Please contact the Leasing Office for further details.

DOGS All dogs must be spayed/neutered. All dogs must be currently licensed and up-to-date with vaccinations as required by state law and have a complete temperament form.

Dogs up to 75 lbs.-$500.00 refundable pet fee and $30.00 monthly fee per pet.

UNACCEPTACLE BREEDS: Doberman Pinchers, Rottweillers, Chow Chows, German Shepherds, Pitt Bulls, Mixed Breed Pit Bulls, Boxers, Presa Canarios, Akitas, Wolf Dog Hybrids, Dogo Argentino, Huskies, Alaskan Malamutes, Great Danes, and St. Bernards.

CATS All cats must be spayed/neutered. All cats must be currently licensed and up-to-date with vaccinations as required by state law. Cats- $500.00 refundable pet fee and $30.00 monthly fee per pet.

STEREOS AND APPLIANCES As a courtesy to your neighbors please ensure that music or sound reproducing instruments are maintained at a reasonable level, and are not heard outside of your apartment at any time.

As a courtesy please refrain from running appliances during the hours of 10:00pm and 8:00am.

GRILLS/FIRE PITS The use and storage of any open flame type cooking device or appliance is not allowed on any patio. No propane, gas or charcoal grills permitted. There is a community grill in the courtyard for resident use. For more information, contact the Leasing Office.

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MOVE IN/MOVE OUT INFORMATION CONDITIONS OF PREMISES INSPECTION At the time of move-in, a Condition of Premises Inspection Form should be completed by you. Any pre-existing damages should be noted on the inspection report. A similar inspection will be done by the office when you vacate your apartment.

TELEPHONES To set up telephone service in your apartment, please contact your local telephone company.

We have provided working jacks in the kitchen and master bedroom. Additional phone jacks can be added and maintained at your expense providing we grant written consent.

CABLE To set up cable television service, please contact your cable provider. The cable jacks are normally located in the main bedroom suite, hall bedroom and the family room. Additional cable jacks can be added at your expense providing we grant written consent.

MOVE IN/MOVE OUT There is a service elevator that opens to the rear of the building to be used for move-ins/moveouts and any deliveries of bulky items. Cars, trucks, and trailers are not permitted on the sidewalk or lawn areas. Damages to The Met at Metro Centre property due to failure to comply will result in repair costs being passed onto you.

Please notify the Leasing Office of the date and time that you are moving at least 48 hours in advance so that we can prepare the elevators for your move. Moving is permitted Sunday through Saturday in 3 hour intervals starting from 8:00 am – 11:00 pm; 11:00 pm to 2:00 pm and 2:00 pm – to 5:00 pm.

POD STYLE STORAGE/MOVING EQUIPTMENT POLICY In order to maintain access to the exterior common areas of the building(s) parameters have been set with regard to the placement and use of POD style storage/moving equipment. As a resident, you may place a maximum of two PODs, not to exceed 10ft. X 10 ft. per POD, with prior written consent of Management and upon entering an agreement regarding same.

The POD style storage/moving equipment placement is restricted and is on a first come first serve basis and is limited to 48 hours. PODs must be placed in designated exterior common areas of the community. Improperly placed POD style storage/moving equipment or equipment that has exceeded the time limits or maximum allowable size will be removed at the resident’s sole expense and risk.

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Management assumes no risk of liability with regard to POD style storage/moving equipment.

Placement, storage, and removal of POD style storage/moving equipment is at the resident’s sole risk and responsibility. Resident will be responsible for the cost of any repairs or damages that result from the placement, use, and or removal of the POD style storage/moving equipment.

Placement, delivery, and pick up of POD style storage/moving equipment is permitted between the hours of 9 AM and 4 PM, Monday through Friday, excluding holidays. Moving is NOT permitted utilizing the courtyard access. Please contact the Property Manager at 410 . 363 . 9100 if have any questions.

RENEWAL The Willard Apartments will notify you in writing 3 months prior to the expiration date of your existing lease term. Please keep an eye out for this letter as the response time is time sensitive.

This notice offers you a new lease term pursuant to the terms and conditions of your existing lease. If you do not notify the Landlord in writing via certified mail within 30 days of the mailing of this notice that you do not wish to renew your lease, your lease renews automatically for another year.

EARLY TERMINATION/BUYOUT In the event you elect to terminate your lease before its expiration date, contact the leasing office for further instructions on how to terminate your lease agreement early.

MOVE OUT INSPECTION If you wish to be present at your Move Out Inspection, please call the rental office two weeks prior to the day you plan to hand in your keys to schedule an appointment. When all of your belongings are removed and your apartment has been cleaned, a move out inspection will be scheduled. All damage and cleaning items are noted and compared with the Condition of Premises inspection that was completed when you moved in. Any additional damage or cleaning will be deducted from your deposit. Also, any remaining rent, late fees, or other charges are deducted. Any balance due is then invoiced, and your security deposit paperwork mailed to you within forty-five days of the date you returned your keys.

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SCHEDULE OF CHARGES The following will be charged directly to the resident’s account and deducted from the security deposit at move-out. Damages are only applicable to resident neglect or abuse.

CLEANLINESS (Extra cleaning required) Rate charged is based on condition.

KITCHEN

Range Range Hood Dishwasher Refrigerator Microwave Garbage Disposal Cabinets Countertop

WINDOWS

Floors Lights Closets

BATHROOMS

Tub/Shower Toilet Sink Vanity Mirror

MISCELLANEOUS

Balcony/Patio Washer/Dryer

TRASH Trash out of all apartments will be charged at $100 or going rate per hour, one-hour minimum.

There will be a charge of $75 per bulk item or going rate (mattress, furniture, etc.) to pick up.

Bags of trash left in the apartment will be a charge of $25 per bag or going rate.

VACUUMING Vacuuming will be charged at $25 or going rate per room depending on necessity.

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COUNTERTOP REPAIR / REPLACEMENT (Any deep scratches or discoloring of the countertop surface)

One to five Six to ten Over ten Pot / Pan Burns

20% of replacement cost 50% of replacement cost 100% of replacement cost 100% of replacement cost

*total replacement equal to retail cost plus labor.

SCREENS Windows: ANY multiple tears or holes over one inch in diameter will be replaced and charged to resident’s account.

Patio Doors: ANY multiple holes or tears up to three inches in diameter will be replaced and charged to resident’s account.

FIXTURES / HARDWARE (Charges based on retail replacement cost) DRYWALL REPAIRS (Based on repair costs including doors, walls and ceilings) Anchor/holes 1 inch in diameter Holes over one inch; up to three inches Holes over three inches; up to six inches Holes over six inches in diameter

*nail and picture holes are no charge. all charges based on time and material.

EXTRA PAINTING Colored walls Heavy smoke covered walls Wallpaper removal *all items listed above will be charged by the hour (1st ½ hour free; normal preparation time for the above) VINYL FLOORS Three or less patched, charged per patch.

More than three patched areas, retail cost of materials and labor for replacement of entire floor.

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RECEIPT OF KEYS Entrance door keys Mailbox keys Fitness Card Key Fob Parking Sticker/Tag

Charge per key Charge per lock Charge per card Charge per fob Charge per tag

WINDOW/GLASS REPAIRS ANY interior glass breakage will result in resident charges equal to the replacement cost plus labor.

MISCELLANEOUS REPLACEMENT ITEMS Solar Shades Ice Maker

Replacement Cost Replacement Cost

DAMAGES Damages to ceramic tile Damage to appliances Damage to towel bars Broken switch plates

Actual repair or Replacement Cost Actual repair or Replacement Cost Actual repair or Replacement Cost Actual repair or Replacement Cost

*If you have a chain lock on your front door, please do not remove because removal may cause damage to the wood frame. *These charges are approximate estimations and are subject to change without notice

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USE AND CARE OF APPLICATIONS Please call our office if you have any questions on the operation of any of your appliances.

Following are some helpful hints: DISPOSAL Turn on using the wall switch located above the kitchen sink or on countertop.

You must use cold water while running the disposal.

Be careful not to pack too tightly.

Reset switch inside cabinet under sink.

If the unit will not run, push the reset button on the side or bottom of disposal.

Chop ice cubes up in disposal once per month to keep it clean.

Please do not grind corn husks, potatoes, rice, celery, lettuce, carrot tops, onion skins, any stringy vegetables, coffee grounds, grease or bones.

Always run the cold water when you use the garbage disposal. Run the disposal until all grinding sounds end and then run it a minute longer. To eliminate odor in the garbage disposal use lemon or orange peels. To sharpen the blades run through several ice cubes.

Never use drain cleaner in the garbage disposal.

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LATCH DOOR Use dishwasher detergent only.

Always scrape dishes before loading and make sure the dishes will not slip through the racks.

Use a rinse agent such as Jet Dry. If you prefer not to use your dishwasher, run it through a complete cycle once a week to keep the motor lubricated.

COOK TOP RANGE Use no drip pans with flat bottoms for use on electric stove.

Be sure pans do not extend more than one inch past the burner surface.

Remember that burners cool down slowly – not as soon as they are turned off.

The elements and burners have a tendency to change color with heat. *Lower Level - Click here to refer to our care guidelines for your Samsung UEQ-2 Stovetop. *Penthouse - Click here to refer to our care guidelines for your Samsung UEQ-8 Stovetop.

OVEN The oven is operated by the “oven set” and the “ oven temp” controls or optional timer.

When using time bake, both the start and stop controls must be set.

Do not cover oven racks with foil. They may catch fire.

The door lifts off easily without tools for easy cleaning.

MICROWAVE Turntable with a cooking rack.

Remove cooking rack when making popcorn.

Controls are on microwave panel.

REFRIGERATOR Use non-abrasive cleaner on all shelves. *Lower Level - Click here to refer to our care guidelines for your UEQ-1 Refrigerator. *Penthouse - Click here to refer to our care guidelines for your UEQ-6 Refrigerator.

WASHER Please be careful not to put too much detergent, bleach, and fabric softener in the washer.

Excessive amounts can cause overflowing and will prevent the washer from getting your clothes clean.

DRYER The dryer is operated by closing the door and pushing the start button.

Clean the lint filter after every use.

Make sure not to fill the dryer drum completely. This will prevent your clothes from becoming dry in one cycle.

Push the start button gently.

Do not use spray anti-static products.

Be sure that all items are dryer safe.

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HEATING AND CONDITIONING Always test your heating and air conditioning before the change of seasons.

The heating and air conditioning unit is operated by the thermostat mounted to the wall.

Set switches to heat/ac and automatic and then set the dial to desired temperature.

When the HVAC has been turned off for a few days, you may notice a light burning smell.

This is normal.

AIR CONDITIONING TIPS Set switches to cool and desired temperature.

Turning the thermostat all the way down does not allow for your air conditioner to work any faster. It actually takes more energy and will not reach the desired temperature and will cause the freezing of the compressor coils.

Set the thermostat between 70 and 75 degrees and then leave it there. This will save energy.

CLEANING TIPS CABINETS Please do not install contact paper in the cabinets. Drawer liners with no adhesive backing are recommended if you wish to line your cabinets. Wipe down cabinets with hot soapy water to clean. Clean spills when they occur to cut down on cleaning time.

SOLAR SHADES Your home is fitted with solar shades that will allow sunlight into your home but still ensure privacy from the outside. There is a chain on the shades that will allow you to raise and lower them. When raising or lowering shades, use both chains to ensure that pull is distributed equally. The picture illustrates proper technique for raising and lowering the shades. *Never force the larger silver ball “stop” into the top mechanism of the blinds. The large silver ball is meant to prevent the blinds from being raised past a certain point.

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LUXURY VINYL PLANKS (LVP) *Click here to refer to our care guidelines for your vinyl.

TUB GLAZING CARE AND INTRUCTIONS Below is a list of approved cleaners that can be used on your new glazed surface. Also included is a list of products that should NOT be used. The warranty for the glaze is voided if any of these products that are not approved are used. Your new coating will not require any scouring or abrasive cleaning. Regular cleaning with the approved products will keep your glazing looking new for a long time.

NO ABRASIVE CLEANERS Fantastic Scrub Free 409 Ajax Lime Away Any Acid Based cleaner Bleach Tough Act Shower Power X-14

APPROVED CLEANERS Lysol Basin Tub & Tile Cleaner Soft Scrub Cleanser RTU-100 Non-Acid Cleaner Liquid Comet (non abrasive) Ivory Dishwashing Liquid Bon-Ami Cleaner Dow Tub Cleaner K7 Multi Purpose Cleaner (Kott Koatings) Fiber Klean (Kott Koatings)

GENERAL HINTS Do not place floor lamps close to the thermostat.

Keep all return ducts open and free from obstruction.

Use the fan switch in the “on” position to re-circulate the air. This will allow for a central fan for spring and fall when you do not wish to use the heat or air condition.

You burn more electricity when you turn off heat or air when you leave your apartment and turn it back on when you return home. Instead of turning off your heat or air turn it down.

Purchase a plunger for small plumbing problems.

If your dryer has a lint trap, please clean lint trap after every two uses.

Power outage: Please check breakers then call maintenance and BGE. When calling in a service request, give us as much information about the problem.

To prevent mold build up on caulking in shower stalls and bath tub, clean using bleach twice a week.

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RESIDENT TIP SHEET TO PREVENT SMG GROWTH As part of our commitment to provide a well-maintained property, we ask that you assist us in eliminating conditions in your apartment home that may lead to moisture buildup. When moisture accumulates indoors, suspected microbial growth may grow. Therefore, to prevent SMG growth you must keep your apartment home and furnishings free from moisture buildup.

Following these few simple steps will minimize moisture buildup in your apartment home and discourage the growth of SMG.

Prevent moisture in your bathroom by: Using any pre-installed fan when bathing/showering, and allowing the fan to run until all excess moisture has vented from the bathroom.

Keeping the shower curtain inside the tub, or fully closing the shower doors.

When finished bathing/showering, leaving the bathroom door open until all moisture on the mirrors and bathroom walls and tile surfaces has evaporated.

Hanging up your towels and bath mats so they will completely dry out.

Periodically cleaning and drying the walls around the bathtub and shower, using a household cleaner.

After using the bathtub, shower or sink, drying excess moisture that has gathered on the fixtures, using a household cleaner, to ensure a sanitary environment.

Prevent moisture buildup in your laundry closet and kitchen by: Making sure that condensation does not form within the washer and dryer closet, when washing clothes in warm or hot water. And, drying any condensation that does gather.

Ensuring that your dryer vent is properly connected and clear of any obstructions. And, cleaning the lint screen after every use.

Drying your laundry in an electrical dryer or outside rather than hanging laundry throughout your home to air dry.

Using the exhaust fans in your kitchen when cooking or while the dishwasher is on its "dry" cycle, and allowing the fan to run until all excess moisture has vented from the kitchen.

Please contact the Resident Services Office IMMEDIATELY to report: Any evidence of a water leak or excessive moisture in your apartment home, storage room, garage or any common area.

Any evidence of SMG or mildew growth.

Any failure or malfunction with your heating/ventilation/air-conditioning system.

Any inoperable windows.

Maintain a clean environment and prevent moisture buildup in your apartment home generally by: Regularly vacuuming and cleaning your home using household cleaners.

Cleaning your home more often if you own a pet.

Not allowing bird droppings to accumulate on windowsills, decks, patios, etc.

As soon as reasonably possible, wiping down and drying areas that might accumulate visible moisture, like countertops, windows, windowsills, cove SMG and vent covers.

Limiting houseplants to a reasonable number.

Not over watering houseplants – and cleaning up spills immediately.

Prevent moisture buildup in your closets:

PROPERTY AND RESIDENT HANDBOOK

Not overfilling closets or storage areas with clothes or other soft goods.

Not allowing damp or moist stacks of clothes or other cloth materials to lay in piles.

Leaving your closet doors ajar during the summer months.

Please contact the leasing office if you have any questions or concerns regarding moisture buildup, water intrusion, and/or SMG or mildew in your home.

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PEST CONTROL SERVICES We strive to provide the best living experience possible. We take every step to ensure that your home is kept pest free. We do this by providing a rotational maintenance service designed to treat all apartments uniformly at least twice per year. During a rotational maintenance service, a well trained pest control technician may enter your home to perform what is a child friendly as well as pet friendly application. These applications generally do not have a smell and are applied in areas of the home that you and your family would not come in direct contact with.

You will receive a notice following the treatment describing what was done and what to expect.

If there are any concerns or questions about the materials being used, you can call the leasing office.

Should a pest problem arise, we provide a punctual response to ensure that the problem is rectified. We provide regular preventive maintenance to the buildings and your apartment throughout the year. We also rely on your communication with us when and if a problem should arise; this prompt communication allows us to understand the full scope of the issue.

BED BUG AWARENESS Bed bugs have made a comeback over the past few years. Most people know of bed bugs simply as a character in a nursery rhyme. However, this pest is quickly replacing the roach as the pest most associated with multi-unit structures based on their nature to spread and avoid detection. Bed bugs are small but visible with the naked eye, about a ¼ inch long, brownish to dark red, insects that feed on human blood. Primarily a nocturnal pest, the bed bug can fit in tiny crevices of mattresses, box springs, bed frames, head boards, and nightstands.

Signs of infestation include waking up with itchy bite marks, dark brown or reddish fecal spots on bed linens, mattresses, or walls near the bed, and or seeing the bed bugs themselves. We insist that if you believe you have this problem, you must contact the leasing office immediately. Bed bug infestation typically has nothing to do with sanitation; these bugs are efficient hitchhikers and are often transported in luggage, clothing, bedding, or furniture. Initial infestations tend to occur around beds, but the bed bug will scatter throughout the room and will eventually spread to adjacent rooms and apartments. If you suspect an infestation and it is immediately reported, Symphony Centre Apartments will arrange for a well trained technician who will be able to determine the extent of the problem and make recommendations for remediation. The cost of the inspection and treatment of the infested area will be at the expense of the Landlord.

Should a bed bug infestation occur, there will be significant preparation that will require your full cooperation.

Please be advised that if you do not notify the leasing office of a suspected bed bug infestation in your home and a bed bug infestation of the Premises is discovered, you will be responsible for the cost of inspection, treatment, eradication and cleaning of the Premises. In the event that a bed bug infestation spreads from the Premises into other areas of the building, whether adjacent to, above or below the Premises, you will also be held responsible for the expense of inspection, treatment, eradication and cleaning of such other areas. Our hope is that your home remains pest free; however, should any pest problems arise, please contact the leasing office right away.

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BGE TIPS TO BEAT THE HEAT

1 TURN IT OFF

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Customers can follow these simple tips to save energy and money during the summer months: Turn it off: Turn off all unnecessary lighting and devices.

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CEILING FANS

MANAGE YOUR THERMOSTAT

Keep thermostats at a constant, comfortable level when at home. Raise the thermostat setting for days of extreme heat to save even more. Install a programmable thermostat to automatically adjust your home’s temperature settings when you’re away or sleeping.

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For those without air conditioning, use ceiling fans or portable fans with the windows partially open to circulate fresh air into your home. For those with air conditioning, fans can be used to evenly distribute cool air.

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APPLIANCES

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Use Appliances Wisely: Run appliances that produce heat (like clothes dryers, ovens and dishwashers) at night when it is cooler.

PROPERTY AND RESIDENT HANDBOOK

KEEP SHADES CLOSED Keep Shades, Blinds and Curtains Closed: About 40 percent of unwanted heat comes through windows. Simply closing blinds and curtains, which act as a layer of insulation, can reduce heat in your home.

BE ENERGY SMART Use energy more efficiently through the BGE Smart Energy Savers Program® that includes Quick Home Energy Check-ups, lighting discounts, appliance rebates and many more energy saving programs at BGESmartEnergy.com.

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