A Superior Property Management Company LLC

Complaint: [redacted] I am rejecting this response because:The rules established by the company are unreasonable, and make it nearly impossible for the renter to leave the property in the manner they claim to expect. I've always been able to be present during the walk through of a rental I am vacating so I knew what the issues were, but they don't allow that. They do not permit access back to the property once they inspect. We had paid rent on the property through the end of February, but were not permitted access to it after mid February. We held up our end of the lease by paying the rent as required. It seems wrong that they should even be able to keep the rent money when we are denied access. I bring this up because they use it as the reason they could not permit the carpet cleaners we hired to return so they could uphold their quality assurance guarantee. I find their logic around whether the carpet was vacuumed to be absurd. They say because there weren't lines in the carpet, it was clear we didn't vacuum. This is completely untrue. We vacuumed prior to the carpet cleaning. The carpet cleaning was the very last thing we had done. Why would we return to vacuum again? This company has a history of taking advantage of a highly competitive rental market. I understand that online reviews tend to be written only by people that are unhappy, but there are so many with similar complaints. They claim to be a company with a heart, but they are not making an effort to improve their process to address the concerns expressed time and time again. Sincerely, [redacted] Email from owner: From: andeeSent: Tuesday, March 20, 5:PMTo: [redacted] Subject: RE: Deposit Hi [redacted] , I completely understand why you are frustrated- you paid for carpet cleaning and then had to pay for it againIt does seem very unfair.The problem is that the carpets didn't look cleanedAnd once you return the keys, you are not allowed to go back in- your tenancy is over and we have to get the house ready for the next renterThat includes cleaners and carpet cleanersSo many times tenants hire a cleaner but they don't know how to clean at the real estate professional levelThe renter then wants us to call the cleaner, let them in and then go and check their work againIt is just not feasible for a company of our size.We don't have in-house carpet cleaning- these are 3rd party vendors, so I don't keep the moneyI have no reason to send them to clean it again unless it needs to be.We hate to do this, that is why we advise multiple times in the confirmation of move out letter, to let us use our vendors who we know do the work at the level we requireI will past a sample of the letterI hope you can see we are just doing our jobIt can be a thankless, heart breaking job at timesI am sorry you didn't have a better experienceWe truly are one of the companies that really caresIt breaks my heart that you perceived us as the opposite

Hello,I'm sorry I did not respond soonerI was out of town for Spring BreakWe most definitely offer a walk through for a minimal feeWe don't encourage it because the tenancy has ended, so it is pointlessThere is no time for them to go back and fix these itemsOnce the keys are returned we have a very short period to turnover the home and get the next renter in thereAs you could imagine, if we did a walk through and noted the items that needed attention, then we would have to go back and check them againThis could go on and on (and what happens if the door gets left unlocked or something happens to the house?- tenancy has ended but yet they are allowed to occupy the unit-whose responsibility would that be) I don't know any other professional property manager who would allow thatWe give a very thorough list of what to do get your deposit backWe also encourage the renter to take photos to document the conditionThis is by far more protection for the renter than a verbal walk throughAs far as returning the keys early, she did so willingly in hopes that we would find a renter early and refund some of her rentOnce she returned the keys, we did our walk through, and set up vendors to get it ready for the next tenantOnce keys are returned that signifies the end of the tenancyLiability of the house is no longer the tenants responsibilityIf she didn't want to return her keys yet, she could have chose to have us walk through, give her a list (our best assessment, a licensed general contractor may find other items) and then she could go back and address those itemsThe longer she kept the keys, the less possible rent credit she would have. I would honestly say that I believe these carpets were not cleanedI don't know if she had a friend at the company who cut her a receipt or if the company said they cleaned but didn't. I don't know, but I do know that it needed to be cleaned before I could re-rent the home. Thank you for your time, Andee J***

Hello,I have attached the confirmation letter we send to renters when they give their notice to vacateIt spells out what to do to get your security deposit backWe discourage renters hiring their own carpet cleaners because a lot of the "deals" in town do not clean the carpet well enoughAnd
that risks us having to send our carpet cleaning vendor back inThat is what happened in this caseThe house was left very dirty and the carpets hadn't been vacuumed or appeared to be cleanedWe need to have the carpets professionally cleaned before the next renter can move in and we can legally charge them at move out

Complaint: ***
I am rejecting this response because:The rules established by the company are unreasonable, and make it nearly impossible for the renter to leave the property in the manner they claim to expect.? I've always been able to be present during the walk through of a rental I am vacating so I knew what the issues were, but they don't allow that.? They do not permit access back to the property once they inspect.? We had paid rent on the property through the end of February, but were not permitted access to it after mid February.? We held up our end of the lease by paying the rent as required.? It seems wrong that they should even be able to keep the rent money when we are denied access.? I bring this up because they use it as the reason they could not permit the carpet cleaners we hired to return so they could uphold their quality assurance guarantee.? ? I find their logic around whether the carpet was vacuumed to be absurd.? They say because there weren't lines in the carpet, it was clear we didn't vacuum.? This is completely untrue.? We vacuumed prior to the carpet cleaning.? The carpet cleaning was the very last thing we had done.? Why would we return to vacuum again?? This company has a history of taking advantage of a highly competitive rental market.? I understand that online reviews tend to be written only by people that are unhappy, but there are so many with similar complaints.? They claim to be a company with a heart, but they are not making an effort to improve their process to address the concerns expressed time and time again.? ? Sincerely,
*** ***? ? Email from owner:? From:? andeeSent:? Tuesday, March 20, 5:PMTo:? *** ***Subject:? RE: Deposit? Hi ***,? I completely understand why you are frustrated- you paid for carpet cleaning and then had to pay for it againIt does seem very unfair.The problem is that the carpets didn't look cleanedAnd once you return the keys, you are not allowed to go back in- your tenancy is over and we have to get the house ready for the next renterThat includes cleaners and carpet cleanersSo many times tenants hire a cleaner but they don't know how to clean at the real estate professional levelThe renter then wants us to call the cleaner, let them in and then go and check their work againIt is just not feasible for a company of our size.We don't have in-house carpet cleaning- these are 3rd party vendors, so I don't keep the moneyI have no reason to send them to clean it again unless it needs to be.We hate to do this, that is why we advise multiple times in the confirmation of move out letter, to let us use our vendors who we know do the work at the level we requireI will past a sample of the letterI hope you can see we are just doing our jobIt can be a thankless, heart breaking job at timesI am sorry you didn't have a better experienceWe truly are one of the companies that really caresIt breaks my heart that you perceived us as the opposite