check # [redacted] in the amount of $less for Trash pick up was sent on 8/27/It has not been cashed nor has it been returnedWe will put a stop payment on check [redacted] and re issue
Complaint: [redacted] I am rejecting this response because: the owner of the business did not even address the fact that his agents were showing my home without permission or the fact that I had not been made aware of the repairs that needed to be doneAlso, the picture that he sent of the refrigerator did not address the area where there is a crack and the picture is from before the tenants even moved outI feel like they do not want to take any ownership over their mistakes and lack of management Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
CBSN thoroughly addressed the issues expressed in Ms [redacted] ’s’ original complaint The response included a timeline of the events and issues as supported by email and documentation Ms [redacted] ’s refusal to accept the CBSN response seems to be based on three central concerns Maintenance requested by the tenant.Ms [redacted] ’s instructions regarding the tenant perform maintenance.The management termination fee This response will counter that rejection as well as report how CBSN has already contacted Ms [redacted] on what appear to be her above mentioned specific concerns at the root of the complaint Ms [redacted] states in her rejection of the response that “I then asked if I could contact the tenant myself and Tamalyn advised it would be in violation of my contract.” This is inaccurate Ms [redacted] was not told that simply contacting her tenant was a violation Ms [redacted] was informed that asking her tenant to perform service or make a technical diagnosis on the fan would be against the recommendation of CBSN (for the previously stated reasons included in the original response relating to possible tenant harm) Ms [redacted] was additionally informed by Mike Nelson of CBSN on Aug12, that some of Ms [redacted] ’s decisions would contradict with office policies and could put CBSN at risk To illustrate these issue; Ms [redacted] acknowledges in her own writing that she had requested both the tenant and CBSN employees perform services that should be left to a qualified service person Specific cases include the ceiling fan and carpet issues when Ms [redacted] requested the tenant to disassemble the fan and either the tenant or CBSN staff search in her attic for materials CBSN did contact Ms [redacted] by email on Aug17, in regards to both the maintenance requested by the tenant and the management termination fee Ms [redacted] was informed that the tenants communicated to CBSN that the maintenance issues had been resolved and they indicated no further maintenance requests at this time CBSN also informed MS [redacted] that in order to resolve her concerns in a timely manner CBSN would forgo charging the management termination fee Ms [redacted] did confirm receipt of this email correspondence by replying to the email To conclude, CBSN has addressed the issues as presented by Ms [redacted] Maintenance requested by the tenant Ms [redacted] was informed that the tenant has reported they have no maintenance issues of concern at this time.MS [redacted] was not refused the ability to contact her tenants she was only advised that asking the tenant to perform certain maintenance would contradict with CBSN policyMs [redacted] acknowledges she did discuss the termination but her resistance is based on the desire not to be charged a fee for termination The management agreement is terminated, the fee is waived
[redacted] and [redacted] (Owner) requested to enter into a property management agreement with Coldwell Banker Sudderth N***, Inc(CBSN) in December when they were preparing to vacate their property at [redacted] , Alamogordo, NM They completed the required paperwork and provided access to the property in January The property management agreement is an arrangement to allow the agent to provide administrative services to the Owner in leasing their property The management agreement allows for the Agent to assist both the Owner and Tenant in the leasing transaction and to provide guidance to help ensure that both the Owner and Tenant act within the boundaries of the New Mexico Uniform Owner Resident Relations Act However, this agreement specifically precludes the agent being held responsible for the actions or omissions of either the Owner or the Tenant Further, as a condition of the agreement the Owner agrees to hold the Agent harmless from all damage and costs incurred in the management of the property It is unfortunate for the Owner that they believe they had a less than satisfactory experience with their tenants However, these issues are in no way represent negligence in the service provided as defined by the property management agreement In maintaining any property the Owner should expect to experience expenses for maintenance and repairs It is our understanding that the fact that the shed flooring had some imperfection was a known issue to the owners during their occupancy as the information that the floor was warped was annotated on the intake inspection conducted when the owner vacated the property and brought it into our management in January We were not informed by the owner what the cause of the floor warping was and it may have been perceived as a cosmetic imperfectionWe are now informed, by the vendor selected for repairs by the owner, that the cause was a long-term rotting of the sub floor under the structure On Aug25, the tenant reported that a section of the shed flooring caved in Our office contacted the owner [redacted] by phone and she approved us to obtain estimates for repairs We made the first request for repairs that same day However, the first vendor contacted as well as the next two vendors contacted were unable or unavailable to complete repairs The fourth vendor we contacted provided an estimate on Dec29, which was subsequently approved by the owner We have been informed that water from the alley was getting under the shed and causing rot and deterioration to the sub-floor from belowThis was not a short-term issue and the underlying damage to the sub-floor was disguised by the serviceability of the tile on top of the sub-floorUntil the tile portion gave way in Augthere was no way to know that the sub-floor was rotting from water exposure The vendor who replaced the floor installed vinyl instead of tile, this way should the damage reoccur there would not be another issue with cracking tile The vendor also offered the owner an estimate to construct a barrier to alleviate the water issue in the future and the owner declined The house was initially leased effective March 1, In May of an annual inspection was performed which did not reveal any significant changesThe owner was informed that the home had been inspected and that at that time the home was being kept in generally good shape The final inspection was conducted on Dec22, The tenant had vacated without cleaning the home Move-out cleaning and damages were assessed and the owner was informed on Dec30, of the initial report of cleaning and damages There were multiple contacts with the owner throughout the completion of the move-out charges and assignment of repairs In general, the cleaning and damages were common items such as house cleaning, yard cleaning, carpet cleaning, replacement of light bulbs, and replacement of damaged blinds There were more expensive items to include a kitchen faucet and a shed door which the owner requested be billed in full to the tenants The faucet sprayer was pulled loose from the main faucet and could not be held back in place, the Owner indicated no prior knowledge of such damage resulting in the Tenant being charged the cost of repair The door repair was necessitated by the Tenant failing to properly secure the shed door which allowed the wind to tear the door from the frame The Owner asked that the Tenant be charged the full cost of the door replacement The owner did this with the understanding that the tenant charges would exceed the security deposit and the owner would need to make payment for the charges and that CBSN would seek reimbursement from the Tenant We have actively communicated with the Owner throughout the term of the lease and move-out process We are, as of this date, still attempting to collect from the Tenant on the owner’s behalf The property management agreement includes many services such as applicant screening, rent collection, accounting services for the property owner, maintenance scheduling, bill payment, and addressing Tenant issues CBSN acted in good faith to complete the requirements of this agreement and even exceeded the requirements in assisting the owner with the flooring repairs The referenced floor repairs are outside of the bounds of routine maintenance and would have allowed CBSN to request the Owner pay separate compensation for this service However, CBSN provided the Owner with additional assistance and service at no additional cost to them
check # [redacted] in the amount of $less for Trash pick up was sent on 8/27/It has not been cashed nor has it been returnedWe will put a stop payment on check [redacted] and re issue
Complaint: [redacted] I am rejecting this response because: the owner of the business did not even address the fact that his agents were showing my home without permission or the fact that I had not been made aware of the repairs that needed to be doneAlso, the picture that he sent of the refrigerator did not address the area where there is a crack and the picture is from before the tenants even moved outI feel like they do not want to take any ownership over their mistakes and lack of management Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
CBSN thoroughly addressed the issues expressed in Ms [redacted] ’s’ original complaint The response included a timeline of the events and issues as supported by email and documentation Ms [redacted] ’s refusal to accept the CBSN response seems to be based on three central concerns Maintenance requested by the tenant.Ms [redacted] ’s instructions regarding the tenant perform maintenance.The management termination fee This response will counter that rejection as well as report how CBSN has already contacted Ms [redacted] on what appear to be her above mentioned specific concerns at the root of the complaint Ms [redacted] states in her rejection of the response that “I then asked if I could contact the tenant myself and Tamalyn advised it would be in violation of my contract.” This is inaccurate Ms [redacted] was not told that simply contacting her tenant was a violation Ms [redacted] was informed that asking her tenant to perform service or make a technical diagnosis on the fan would be against the recommendation of CBSN (for the previously stated reasons included in the original response relating to possible tenant harm) Ms [redacted] was additionally informed by Mike Nelson of CBSN on Aug12, that some of Ms [redacted] ’s decisions would contradict with office policies and could put CBSN at risk To illustrate these issue; Ms [redacted] acknowledges in her own writing that she had requested both the tenant and CBSN employees perform services that should be left to a qualified service person Specific cases include the ceiling fan and carpet issues when Ms [redacted] requested the tenant to disassemble the fan and either the tenant or CBSN staff search in her attic for materials CBSN did contact Ms [redacted] by email on Aug17, in regards to both the maintenance requested by the tenant and the management termination fee Ms [redacted] was informed that the tenants communicated to CBSN that the maintenance issues had been resolved and they indicated no further maintenance requests at this time CBSN also informed MS [redacted] that in order to resolve her concerns in a timely manner CBSN would forgo charging the management termination fee Ms [redacted] did confirm receipt of this email correspondence by replying to the email To conclude, CBSN has addressed the issues as presented by Ms [redacted] Maintenance requested by the tenant Ms [redacted] was informed that the tenant has reported they have no maintenance issues of concern at this time.MS [redacted] was not refused the ability to contact her tenants she was only advised that asking the tenant to perform certain maintenance would contradict with CBSN policyMs [redacted] acknowledges she did discuss the termination but her resistance is based on the desire not to be charged a fee for termination The management agreement is terminated, the fee is waived
[redacted] and [redacted] (Owner) requested to enter into a property management agreement with Coldwell Banker Sudderth N***, Inc(CBSN) in December when they were preparing to vacate their property at [redacted] , Alamogordo, NM They completed the required paperwork and provided access to the property in January The property management agreement is an arrangement to allow the agent to provide administrative services to the Owner in leasing their property The management agreement allows for the Agent to assist both the Owner and Tenant in the leasing transaction and to provide guidance to help ensure that both the Owner and Tenant act within the boundaries of the New Mexico Uniform Owner Resident Relations Act However, this agreement specifically precludes the agent being held responsible for the actions or omissions of either the Owner or the Tenant Further, as a condition of the agreement the Owner agrees to hold the Agent harmless from all damage and costs incurred in the management of the property It is unfortunate for the Owner that they believe they had a less than satisfactory experience with their tenants However, these issues are in no way represent negligence in the service provided as defined by the property management agreement In maintaining any property the Owner should expect to experience expenses for maintenance and repairs It is our understanding that the fact that the shed flooring had some imperfection was a known issue to the owners during their occupancy as the information that the floor was warped was annotated on the intake inspection conducted when the owner vacated the property and brought it into our management in January We were not informed by the owner what the cause of the floor warping was and it may have been perceived as a cosmetic imperfectionWe are now informed, by the vendor selected for repairs by the owner, that the cause was a long-term rotting of the sub floor under the structure On Aug25, the tenant reported that a section of the shed flooring caved in Our office contacted the owner [redacted] by phone and she approved us to obtain estimates for repairs We made the first request for repairs that same day However, the first vendor contacted as well as the next two vendors contacted were unable or unavailable to complete repairs The fourth vendor we contacted provided an estimate on Dec29, which was subsequently approved by the owner We have been informed that water from the alley was getting under the shed and causing rot and deterioration to the sub-floor from belowThis was not a short-term issue and the underlying damage to the sub-floor was disguised by the serviceability of the tile on top of the sub-floorUntil the tile portion gave way in Augthere was no way to know that the sub-floor was rotting from water exposure The vendor who replaced the floor installed vinyl instead of tile, this way should the damage reoccur there would not be another issue with cracking tile The vendor also offered the owner an estimate to construct a barrier to alleviate the water issue in the future and the owner declined The house was initially leased effective March 1, In May of an annual inspection was performed which did not reveal any significant changesThe owner was informed that the home had been inspected and that at that time the home was being kept in generally good shape The final inspection was conducted on Dec22, The tenant had vacated without cleaning the home Move-out cleaning and damages were assessed and the owner was informed on Dec30, of the initial report of cleaning and damages There were multiple contacts with the owner throughout the completion of the move-out charges and assignment of repairs In general, the cleaning and damages were common items such as house cleaning, yard cleaning, carpet cleaning, replacement of light bulbs, and replacement of damaged blinds There were more expensive items to include a kitchen faucet and a shed door which the owner requested be billed in full to the tenants The faucet sprayer was pulled loose from the main faucet and could not be held back in place, the Owner indicated no prior knowledge of such damage resulting in the Tenant being charged the cost of repair The door repair was necessitated by the Tenant failing to properly secure the shed door which allowed the wind to tear the door from the frame The Owner asked that the Tenant be charged the full cost of the door replacement The owner did this with the understanding that the tenant charges would exceed the security deposit and the owner would need to make payment for the charges and that CBSN would seek reimbursement from the Tenant We have actively communicated with the Owner throughout the term of the lease and move-out process We are, as of this date, still attempting to collect from the Tenant on the owner’s behalf The property management agreement includes many services such as applicant screening, rent collection, accounting services for the property owner, maintenance scheduling, bill payment, and addressing Tenant issues CBSN acted in good faith to complete the requirements of this agreement and even exceeded the requirements in assisting the owner with the flooring repairs The referenced floor repairs are outside of the bounds of routine maintenance and would have allowed CBSN to request the Owner pay separate compensation for this service However, CBSN provided the Owner with additional assistance and service at no additional cost to them