McGuffey Hardware

23-Mar extended renewal deadline 31-Mar grandmother passed and said rent will be paid on 4/15, told her no late fee charges and reminded her move out date was 5/6-Apr wants to stay, waiting for approval 11-Apr drafted renewal 12-Apr received rental verification from another rental agency 24-Apr notified of tour, tenant declined access due to unit condition and dog, saying she'd be out 4/29-4/3-May per notes, tenant still not turned in keys (tours on 5/2) and notified [redacted] of tours for 5/& 5/4-May Tenant requested to finish up some cleaning prior to returning keys (no problem as lease hadn't expired) email to Owner that we had called to clarify w/ Tenant when she'd be done cleaning 8-May Received email from Tenant about unpaid rent Reported her account was hacked and frozen- Pointe West requested partial payment date 17-May email from Tenant no update on account hack, no payment news but understands if we need to charge late feesPointe West told her we had no choice but to charge late fees18-May Tenant requested to use SD for rent, we told her no and would reduce late fee charges if payment made 19-May no payment, reduced late fee charges to $100, $balance 25-May email received from Tenant-will pay most of balance that evening31-May email from Pointe West asking Tenant to call re: rent & move out 1-Jun PWM inspected - dining room wall damage, cleaning ok, clean carpet? 6-Jun Tenant emailed-had been on vacation and trying to get money together, Pointe West Management requested date of next payment 23-Jun text for half of payment by 6/to avoid collection, email from Tenant that her Mom passed and she can't pay half 23-Jun Pointe West responded with email with sympathies and that there had been no $ or communication for weeks and we had to have a payment plan to keep from collections

I am attaching a detailed tenant ledger that shows we are not holding the security deposit for this account and that we have already applied the deposit amount as allowed per the lease agreement to the outstanding rent that was owed The tenant believes this was a payment from her, but it was the Security Deposit being applied so her statements are incorrect

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.You inspected the property on June 1stI vacated April 30thYou had hours to inspect the property once I vacatedI was never notified when an inspection was taking place as I had the right to be thereThis is my issueIt is stated in your leaseAn Inspection should have been completed the first week of MayI should have been aware of damages prior to June 27thI should have been contacted as to when the inspection was taken place
Regards,
*** ***

23-Mar extended renewal deadline 31-Mar grandmother passed and said rent will be paid on 4/15, told her no late fee charges and reminded her move out date was 5/31 6-Apr wants to stay, waiting for approval 11-Apr drafted renewal 12-Apr received rental verification from another rental agency 24-Apr notified of tour, tenant declined access due to unit condition and dog, saying she'd be out 4/29-4/30 3-May per notes, tenant still not turned in keys (tours on 5/2) and notified [redacted] of tours for 5/4 & 5/5 4-May Tenant requested to finish up some cleaning prior to returning keys (no problem as lease hadn't expired) email to Owner that we had called to clarify w/ Tenant when she'd be done cleaning 8-May Received email from Tenant about unpaid rent.  Reported her account was hacked and frozen- Pointe West requested partial payment date 17-May email from Tenant no update on account hack, no payment news but understands if we need to charge late fees. Pointe West told her we had no choice but to charge late fees. 18-May Tenant requested to use SD for rent, we told her no and would reduce late fee charges if payment made 19-May no payment, reduced late fee charges to $100, $1490 balance 25-May email received from Tenant-will pay most of balance that evening. 31-May email from Pointe West asking Tenant to call re: rent & move out 1-Jun PWM inspected - dining room wall damage, cleaning ok, clean carpet? 6-Jun Tenant emailed-had been on vacation and trying to get money together, Pointe West Management requested date of next payment 23-Jun text for half of payment by 6/26 to avoid collection, email from Tenant that her Mom passed and she can't pay half 23-Jun Pointe West responded with email with sympathies and that there had been no $ or communication for 3 weeks and we had to have a payment plan to keep from collections.

I am attaching a detailed tenant ledger that shows we are not holding the security deposit for this account and that we have already applied the deposit amount as allowed per the lease agreement to the outstanding rent that was owed.   The tenant believes this was a payment from her, but...

it was the Security Deposit being applied so her statements are incorrect.

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.They have no proof or verification in which the inspection was made. I was not contacted in regards to an inspection and feel that I should not be charged a fee for damages. The lease states that I would be contacted in regards to when an inspection wouldBe completed, and that I have the choice to be present. The lease also states that an inspection is required within 72 hours of me vacating, which I gave notice. PointeWest is not providing me with documentation as to when the inspection was completed. It took PointeWest until June 26th to tell me that they were in the process of getting the invoice together. I moved out on Sunday, April 30th, and my lease fully ended on May 31st. It should not have taken until June 26th and me asking for the invoice for this to of been brought to light. When asked for proof of verification on when the inspection was completed, the request has been ignored. The company will not respond to an email, thus lacking professionalism. All I want, as a tenant, is to be provided with documentation for what I've asked. If it was handled properly this would not be an issue. 
Regards,
[redacted]