Bondurant Realty Corporation

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Those pictures were taken in September one week AFTER the calls were madeBondurant was just waiting to place blame on the tenantsThere were rats the day they moved in! Not because of a party they had a week after! That was almost one year ago I personally have written and emailed several times, not twice as they say, plus the girls have called several timesI even copied two attorneys on my letter and still no responseOne girl went back before the others which would explain some of her lunch on the counter which should NOT have been a problem had the rat situation been handled a year ago! The [redacted] health inspector has been called and I will forward his/her findings to youThe girl who returned early has taken photos of the damage and rat droppings around the home which I will have her forward to youMy daughter has severe allergies and cannot live in the defecation of rats! Her room has been locked since she left, so heaven only knows what's happened in her roomA few traps are NOT going to solve this infestationA years worth of mating has occurred Regards, [redacted] ***

Attached are a few pictures of how maintenance often found the sorority house at [redacted] during the 2013-lease year During this time there were work orders placed and work orders responded to, by both maintenance and the exterminator We are always happy to take care of issues such as these, but before we do we only asked for the tenants to clean up the property before spending the time and money to put out traps, poison and get the exterminator involved Rodents will not eat poison when there is garbage to get into So far in this 2014-lease year, according to the work orders, there have been work orders put on regarding rodents One was called in on August 12th the other on the 13th (today) The morning of the 13th is when maintenance responded to the work order They have placed traps and poison in the house I do not think hr response time is unreasonable.I do not know how clean the house was during the months that the tenants were gone, but when I stopped by to check on the work order I did find some half eaten food left out on the counter This is not unreasonable, but if we are going to take care of this problem we will have to work together I think that we can all agree that the house is unclean and probably should have been cleaned more thoroughly after graduation We would be happy to recommend some cleaners.In regards to settlement, no financial restitution will be found.Thank you,Bondurant Management

I spoke to the tenant in regards to the any additional refund last weekI thought we had come to an agreement with an additional amount to be refunded to himWhile I thought this was resolved, I will hold off on processing the additional to be sure this problem is remedied to both parties
satisfactionAttached are some pictures of the cleaning issues and the reason he is being charged a cleaning feeAs I pointed out to the tenant we are willing to credit back some cleaning charges due to the inconvenience caused to him during his move out, with repairs and construction the outside of the buildingHe claims workers during construction were using his aptThis is why we agreed to take some of the charge offAs you can tell the cleanliness of the stove and refrigerator could not possibly be caused by construction workersWe are truly sorry he was not satisfied with the additional refund we agreed onI look forward to speaking with him to resolve any outstanding issues he may have
Thank you,
*** ***
Bondurant Realty Property Management
Bondurant Realty Corporation

*** *** was called to evaluate the rodent problem at *** ***It was reported that he did not see any evidence of rats other than the chewed carpet However, with the house having been cleaned this would be the case He saw the poison and traps that maintenance had set and said that they better products that they could use He has also made some recommendations of some areas that should be closed up on the outside The recommendations have been put on as work orders and will be be completed accordingly Because he did not see the problem as an infestation, a one time treatment was recommended We went ahead and asked to have it treated for months.
The cleaners have availability the rest of this weekAs soon as we hear back from the tenants on a preferred day to come and clean, we will schedule the job with them

The day the photos were taken, the tenants were still asleep and had not had a chance to clean up from the night before The house does not look like the pictures all the time It was not fair on the Realty Company's part, to arrive to the property early in the morning, nor was it alright to show up when the tenants are still sleeping The house has an infestation of rats and the small mice traps are not going to work to get rid of the rats The first phone call was placed on Friday, August The tenant living at the property during the summer who called on August 8, was told someone would be to the property on August at am Maintenance failed to show up at the designated time and the tenant lost a day of work and pay The traps were not put out until August That is days from the time a phone call was placed The tenants have kept the premises clean Keeping food in plastic containers will not deter the rats They have chewed through the walls and they will chew through the plastic containers A few hours of trash in the house does not make for a rat infestation There obviously has been a rat issue for some time There are so many, that they are literally coming out of the wood work
We will see how the mice traps work for inch rats and go from there I am assuming maintenance will be by each day to check the traps If dead rats are in the house in the traps, this is also very unhealthy and can cause many health problems If this was your child, I am sure you would not be ok with the living conditions. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if not, we will take further action
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI still feel that this is not a fair resolution given that the apartment was not leased to us as clean as they are expecting it returned
Regards,
*** ***

To those it may concern,Attached are a few pictures of how maintenance often found the sorority house at [redacted] during the 2013-2014 lease year.  During this time we never refused to take care of the rodent problem, we only asked for the tenants to clean up the property before...

spending the time and money to put out traps, poison and get the exterminator involved.  Rodents will not eat poison when there is garbage to get into.  So far in this 2014-2015 lease year, according to the work orders and contrary to the complaint, there have been 2 work orders put on regarding rodents.  One was called in on August 12th the other on the 13th (today).  The morning of the 13th is when maintenance responded to the work order.  They have placed traps and poison in the house.  I do not think 24 hr response time is unreasonable.I am sure this years tenants will take great care of the home and we can work together to resolve this issue.  In regards to settlement, if our traps and poison do not work then we will be happy to call the exterminator.  The cleanliness of the dwelling is the responsibility of the tenants.  Possession of the rental unit was never given back to Bondurant Realty, so therefore no cleaning was required on our part.  We would be happy to recommend a cleaners.  If, after the house has been thoroughly cleaned and our efforts to exterminate the rodents has had time to take effect, then we can discuss further action.Thank you,Bondurant Management

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Those pictures were taken in September one week AFTER the calls were made. Bondurant was just waiting to place blame on the tenants. There were rats the day they moved in! Not because of a party they had a week after!  That was almost one year ago.  I personally have written and emailed several times, not twice as they say, plus the girls have called several times. I even copied two attorneys on my letter and still no response. One girl went back before the others which would explain some of her lunch on the counter which should NOT have been a problem had the rat situation been handled a year ago! The [redacted] health inspector has been called and I will forward his/her findings to you. The girl who returned early has taken photos of the damage and rat droppings around the home which I will have her forward to you. My daughter has severe allergies and cannot live in the defecation of rats! Her room has been locked since she left, so heaven only knows what's happened in her room. A few traps are NOT going to solve this infestation. A years worth of mating has occurred. 
Regards,
[redacted]

As my last response stated ANY carpet charge would be determined at the time of the Check out inspection/final walk-thru of the lease. I did this inspection on Thursday morning at 10:30 am with one of the residents on the lease that had scheduled it with our office. And I spoke with Mr [redacted] myself and he doesn't recall any mention of wishing to be present for this inspection since damages to a property do not pertain to him. Again I state the carpet was nothing anyone of the house was ever told they would be responsible for. Many charges were incurred at the final inspection because of damage but carpet was not one of them. [redacted] (fire inspector/rental inspector) works for the City of [redacted] Fire Department not Bondurant Realty therefore would not be at an inspection of ours as far as our extinguishers and smoke alarms are concerned. Fire Safety Products is contracted by us to do an inspection of each of our rental units. I think there is some great confusion about this matter. In any case the extinguishers are both fully charged currently because the one that had been used was replaced in October which stimulated the bill the tenants are being charged for. This bill has been unpaid since the time it was sent (November). So understand this is NOT a recent charge. I do have documentation in regards to the pet fines (dates and descriptions). We actually received a $300 cash payment last week from one of the tenants that had no issue admitting her dog among others had been in the house so she felt it right to pay her part of the fines. I don't think this is an issue the residents on the lease are disputing.  Unfortunately, there isn't anything I feel I can do to resolve the issue in regards to the extinguisher charge. It was in fact discharged during their tenancy and had to be replaced at the owners expense therefore this charge is rightfully the tenants. Please feel free to contact our office if you should have any other questions.Thank you,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me and consider this complaint resolved.
Regards,
[redacted]

Attached are a few pictures of how maintenance often found the sorority house at [redacted] during the 2013-2014 lease year.  During this time there were work orders placed and work orders responded to, by both maintenance and the exterminator.  We are always happy to take care of...

issues such as these, but before we do we only asked for the tenants to clean up the property before spending the time and money to put out traps, poison and get the exterminator involved.  Rodents will not eat poison when there is garbage to get into.  So far in this 2014-2015 lease year, according to the work orders, there have been 2 work orders put on regarding rodents.  One was called in on August 12th the other on the 13th (today).  The morning of the 13th is when maintenance responded to the work order.  They have placed traps and poison in the house.  I do not think 24 hr response time is unreasonable.I do not know how clean the house was during the 3 months that the tenants were gone, but when I stopped by to check on the work order I did find some half eaten food left out on the counter.  This is not unreasonable, but if we are going to take care of this problem we will have to work together.  I think that we can all agree that the house is unclean and probably should have been cleaned more thoroughly after graduation.  We would be happy to recommend some cleaners.In regards to settlement, no financial restitution will be found.Thank you,Bondurant Management

As you can clearly tell by the lease and highlighted areas that our lease only allows for ONE PET as explained to the resident this morning while in our office this is Bondurants Pet Policy. If she had gotten prior approval from the owner as required by the lease the outcome may have been...

different. It is clearly stated in several locations that I feel should be clearly understood the policy regarding pets.Also, as a reminder to our resident if she wishes to withhold rent she will need to be do that the correct way through Radford City General District Court and paid into an Escrow account.Lastly, there are no known mold issues in this unit. There are areas on the windows from condensation reported by maintenance where heat is running inside the apartment and it being colder temps outside. If there are new issues that are of concern to her I urge her to contact the rental office and issue a work order and we will prompty address it. Thank you, [redacted]

There seems to be some confusion with the cleaning of the actual apartment and carpet cleaning. [redacted] cleaning service is the contractor that is hired by us to clean the apt. (ex: appliances, cabinets, bathrooms) This is a business that is licensed and insured. The carpet...

cleaning is a separate charge of $125. If the tenants had the carpets steam cleaned Bondurant was unaware. It is a requirement of the lease that they provide us with a receipt at the scheduled check out time. The issue of the steam cleaner not showing up if they were retained by them to clean the carpets is out of our control. As requested in your lease you are to set up an appointment with us for a check out inspection of the property to be completed. No one was present for the inspection of the property at the end of the lease and no one on the lease set up an appointment to walk through with us. 
As far as the electric issue, I have an emailed conversation between a representative of our office and a Guarantor on the lease that was made clear to them that if they disconnected the service prior to the lease end date the fine will apply of $300.00. The electric service was turned back into Bondurant's name and to date we have not received the  final bill for the amount actually due to us. So that amount has not been charged to the tenants nor will it be. There were no damages charged to these tenants. The only charges were for cleaning and steam cleaning as well as replacing the drip pans all of which are a requirement of the lease. 
Hope this clears things up for the tenants. Please let me know if we can be of any further assistance! 
Best Regards

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] First of all, I have NEVER spoken to Ms. [redacted] about the extinguisher, only the pet fees. She clearly has me confused with another upset parent. Secondly, if the fire inspection was done, why wasn't Lieutenant [redacted] present since he is the fire inspector for rental properties? It seems far too convenient that the "used" extinguisher is now gone and every single one of the residents swears they have never touched the item. Bondurant fails to prove all of these miscellaneous charges and it's gotten out of hand. For example, there are several pet fees of various amounts, but no documentation of when, where and what pet was seen. Can Bondurant supply dates, times, pet descriptions to back up  these charges, or do they simply charge a pet fee when they feel the urge? I have CLEARLY stated in writing to Bondurant and through the Revdex.com that we have NO intentions of paying for new carpet in my daughter's room because of the rat damage that took an entire year to be addressed. Replacing my daughter's rat damaged clothing cost me enough. The inspector clearly stated that my daughter was responsible for the cost of replacing the carpet in her room "because they had no record of us ever complaining about rats!" Of course, when all is said and done, Bondurant WILL find some "other" way to recuperate any costs they need to incur, and charge for something else. This is why I INSIST on Lieutenant [redacted] being present during the final walk through. He actually stated that he wanted to be there because h knows how Bondurant "works". I have talked with several people in the [redacted] area (temporary and permanent residents) and ALL have complained about Bondurant and their unethical practices. I feel that stronger action needs to be taken against them and their "taking advantage" of the students of [redacted]. When my daughter is told "there are no rats at her house" by Bondurant, when she clearly has seen them in the hallways and now has a damaged rug because of such, it exemplifies the attitude of Bondurant, that they will admit to nothing and in turn, do nothing.

Sorry this was left off. [redacted]
[redacted]Richmond VA 23236

I have reviewed the rejection to my response.  Some of those pictures were from September and some were from other times.  As I stated before, these pictures were from last years term lease.  They were used to help paint the picture of what led to this situation in the first place.  The parties that go on at the sorority house do not happen once a year.  If a house had a rodent problem in the past and it is not thoroughly cleaned and put away before leaving for three months rodents will naturally show back up.  Maintenance has been over checking the traps and poison daily and have found nothing so far.  This is probably due to the house being cleaned up and food put away.  Rodents will not stick around if they are not being fed.  Like I said before, resolving this problem is going to take effort by both parties.  Also, something that the rental inspector suggested as a way to help the problem was to remove or put in Tupperware containers the food in the bedrooms.  If the tenants think it would help I will send a cleaning service over to the house.  This will require the tenants to put everything away so that it can be cleaned/sanitized.  After that it will be the responsibility of the tenants to keep the house sanitary.Let me know how to proceed.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below."Charge on Hall" is listed in bottom left of check out sheet. $35 fee. Since I do not have access to other tenants guarantor's addresses I would like a copy of these explanations and photos sent to them as well, especially, but not limited to, the pet sitings, the wall damage, and the door damage. As far as the painting, the tenants stated to the future tenants that they would be happy to repaint the walls but new tenants stated to them they wanted to keep the colors. Therefore the confusion on our end.Please notify me other guarantors have received these explanations. 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The DAY my daughter moved in she saw a rat so it WAS NOT these girls who attracted the rats. I resent the fact that Bondurant wants to place the blame on them. This was a problem BEFORE they even moved in and only after we have to contact lawyers, a health inspector and the Revdex.com do you do anything about it. This has been a problem for ONE SOLID YEAR NOW!!  As far as your maintenance people not finding anything, the health inspector stated it was INFESTED!! I believe a REAL exterminator needs to be called and utilized to handle this infestation, not a few maintenance men who take weeks to show up. What does Bondurant plan to do when the rats do start to die in the walls and basement and start decomposing and the house starts smelling? What about the safety of the girls until the rats are fully exterminated? What about the damage to their property thats been done by the rats? It's very apparent Bondurant received my letter dated 3/31/2014 about the damage to the carpet in my daughter's room where a rat chewed it up because you were very quick to cash the check enclosed with it. Yet still nothing has been done about that either. I'm fully sure Bondurant will claim it was my daughter's fault and try to keep her deposit. A cleaning service is only a drop in the bucket of what needs to be done about this problem. A REAL exterminator needs to handle the extermination process, the health and welfare of the girls still living in there needs to be assessed by the exterminator AND the house needs to be throughly cleaned. The matter of the dead rats needs to be addressed as well as compensation for the damage done by the rats (from the day they moved in!). I will provide the girls with strict instructions on proper food handling and cleaning up immediately after sorority functions as well as provide them with plenty of tupperware containers to store their food. These measures need to be addressed IMMEDIATELY as these girls start to move back in this weekend!!
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
It appears as if the fire extinguisher issue will never be resolved since it's an issue of "who to believe". As far as the charges not being paid, I was not made aware of the charges until APRIL 20, 2015 when you sent me a past due notice because my March rent was lost in the mail. Also, according to the statement I received, the charge was incurred FEBRUARY 4, 2015 NOT November, 2013.  You state that the extinguisher was replaced in October, 2013, but my statement doesn't show you charging it until February. Why so long? Also, even though this charge is outstanding (b/c of late notification) please keep in mind that EVERY rent payment has been prompt except for the March payment which was lost in the mail. Upon notification, I immediately sent you a new check and included the HUGE late fee of $65 with it. So, do not act as if I am a delinquent tenant, only a conscientious one who wants an explanation of charges.As far as the pet fees, why am I charged $90 one time and $30 the next? The contract shows $100 per occurrence which would technically be $20 per resident. Neither of these figures works out to an even $100 fee. Why?Seeing as I am sure you have taken everyone's entire security deposit, I want a THOROUGH explanation of EVERY charge, including a list of the pet occurrences, dates, and descriptions of the dogs. I also want this done for EVERY tenant so that they know where there deposit went as well. You cannot simply take $2050 without an explanation of why to each and every tenant! Every tenant and their guarantors (the one's actually paying the bills) need to receive a copy of these charges with explanations at their HOME addresses on file so that each can see why their money was taken.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the problem continues I will file another claim.
Regards,
[redacted]