Wright Real Estate

[redacted] To Whom it May Concern, With regards to the above referenced complaint number, in revisiting the file and going back through documentation and emails, I found an email from our Director of Operations to Mr [redacted] and Ms [redacted] that I was cc’d on, and that I had inadvertently filed away, whereby he did agree to refund a portion of the non-refundable pet fee In truth, there had been so many emails regarding this situation that this was an accidental oversight on my part that happened during our peak seasonWith this information, I will be administering the refund as promised.Please feel free to contact me with any questions Kindest Regards, Demi S [redacted] | Managing AgentCMCAWright Real Estate, Inc.Brokerage and Property ManagementInnovating Real Estate the Wright WayPO Box Fort Collins, CO 80527T:(970) 686-F:(970) 226-0576www.RealEstateWright.com

Complaint: ***
I am rejecting this response because:I still have not received any follow up from my email to Demi regarding being charged for "wear and tear"I have emailed twice and left a message onceNothingAs for the "carpet cleaning", they provided that as a follow up to the basement filling up with sewer and sink water because of a couple cracked pipes under the guise of cleaning due to dog hairThe room with the most dog hair didn't even get touched by the "carpet cleaners". I'm currently consulting an attorneyIn my mind and in everybody else's mind, this company, and apparently the homeowner as well, has screwed us over, and we don't appreciate itI will not be made to pay for damage that occurred while I was living there that was not my or my family's faultIt just so happened that the piece of drywall, the size of quarters, fell out due to water damage BEHIND itThe inside of the wall was rust colored and full of mildew, which is indicative of water that has repeatedly caused damage over time.Another issue we have brought up but not addressed fully by Demi, is, they charged us for hours of cleaning, when we cleaned and left the house in a nicer state than was left for usThere is NO WAY their cleaning company that house for hoursIts not a big house, for oneAnd for two, we already cleaned it! So, that being said, they are trying to charge us unjustly for a service that was unnecessary I also find it odd that Demi has time to respond to this complaint but doesn't have time to send me a response to the emails and voice message I have leftThings that make you go hmmmmmm
Regards,
*** ***

November 30, 2015Mr*** ***Revdex.comS County Rd 5, Ste 100Fort Collins, CO 80528Dear Mr***,This letter is in response to a complaint filed by previous tenants, *** *** and *** ***, for a propertyunder our management located at *** *** *** **
*** **, submitted on November 8, to theRevdex.com.Mr*** and Ms*** did rent the property for a short period in the earlier part of this year This propertywas previously occupied by a family for several years and has been under our management since When aproperty becomes available in our portfolio, we perform a fair market rent survey to determine the rental rate,based off known conditions and features of the propertyThe market indicated the rental rate for the home on*** was in line with its condition and extremely competitive for the area considering properties of similar style,features and vintage were renting for over $1,600/month.Our policy is to advertise the property, then hold an open house style showing for interested parties to view theproperty (we try to minimize multiple/individual showings because it is burdensome on our tenants currentlyresiding in the property while they are trying to make moving plans, pack, etc.) Every person is not only allowed,but encouraged, to view the property prior to putting in an application so that the condition, features and layout canbe assessed The home on *** is a newer, nice home, and was very popular when we introduced it to themarketWe had over groups of people view the home and out of those groups, over groups applied I thinkthis is important, because if the condition and smell of the property was as dire as Mr*** and Ms***assert, it would be difficult to believe that over half of those that viewed the property would fill out an application.Mr*** and Ms***’s first complaint/assertion was that at the open house they were told apparent itemswould be fixedWe do have a standard turnover procedure, whereby the home is professionally cleaned, carpets areprofessionally cleaned (if not performed by the departing tenant), touch up paint is done, and overall items arechecked for proper working/function (plumbing, caulking, windows, doors, locks, etc.) As with anything as large asa home, it is impossible to identify all defects and often times defects can only be determined by using the systems.However, we offer a hour-a-day maintenance line for emergencies and an online portal for non-emergencymaintenance requests.At no point during the open house did the showing representative indicate that new carpet or new paint would becompleted in the property prior to the new leaseThe owner’s only planned improvement was to install new tile inthe kitchen to replace the linoleum, which was communicated to interested parties and was completed prior tomove inTouch up paint was attempted, but unfortunately the colors on the wall were darker in nature, the touchup paint did not look acceptable and it was decided to not go further However, at Ms***’s request, I didsend someone back to do touch up paint (after explaining to her how it would look) The vendor had anappointment, showed up, and was turned away by Ms***.Another assertion made by Mr*** and Ms*** was our failure to inspect the property with them aftertheir move in We provide tenants with an eight page form to document any defects, we encourage them to takephotographs, and we have a standard move out and move in procedure whereby the property is inspected by amember of our team after a tenant moves out with photographs taken, along with an inspection during a move in.In the interim, the turnover items are completed What is more, we have managed the property for over five years.Suffice it to say, our company was familiar with the property, and at the level of demands being made by Mr***and Ms***, we would have been visiting the property on a daily basis which is simply unrealistic.Mr*** and Ms*** asserted that my employee, Marcia, hurried them through the move inI was notpresent at this move in, and Marcia is currently on maternity leave so she is unable to participate in this response.However, I can tell you that Marcia is an extremely detail oriented and as such she doesn’t rush through much ofanythingMarcia is truly a sweet and fairly timid person, and is not usually the one performing these move in/moveout inspectionsAfter having her on my team for over two years and knowing her for longer, I would attribute whatthey perceived as “rushing” more as nervousness completing an unfamiliar taskRegardless, Marcia did come backand report her disappointment in the hired cleaning vendor, who did not complete the tasks we normally require.This was exasperated by the tile installed, whereby the garage was full of tile dust.As such, we apologized for the areas that did not get cleaned to our satisfactionIt is important to note that thehouse was professionally cleaned by the previous tenant (albeit not to our company standard), so we then hired asecond professional cleanerWhen I was informed that the home was not cleaned to our standard, I contacted ourcleaning vendor, and after getting a report from her, she admitted she did not allow enough time to completesweeping out the garage and the unfinished basement So, in addition to two professional cleaners, we offered Mr.*** and Ms*** two options: 1.) to have the cleaner come back in or 2.) to receive $in a rent credit.The opted for, and received the $credit.After this initial interaction, Mr*** and Ms*** began calling and emailing our office multiple times aday, to the point of it being incessant and harassingIf they did not receive a returned phone call within a few hours,they called again and emailedEvery time they called, we asked them to please use their online portal for themaintenance request, as this is our process, but they refused to use this system, and seemed only satisfied to callrelentlessly to complain They would often call multiple (4-times) in a matter of minutes, but would rarely leave avoicemail Unfortunately, with our line of work there are times that everyone is on the phone and calls cannot bepicked up When voicemails were left, they were returned in a reasonable amount of time (generally 1-businessdays)On multiple occasions Marcia came to me bordering on tears because Ms*** was aggressive,demeaning, and accusatoryOn several occasions I stepped in as the managing broker to try to find an amicablesolution with Mr*** and Ms***, and often times I truly felt the conversations were productive, and Iwould follow up with an email to confirm the conversation only to be accused of being dishonest, unethical,etcetera.I am happy to provide a list of the items requested from Mr*** and Ms***, along with the list of itemswe, in turn, corrected (many of these items we were not required to fix but did because we do try to find amicablesolutions) We are a reputable management company with systems and processes, and we made every effort toreasonably accommodate their requestsHowever, there were some items that were simply outside the scope ofbeing reasonable, or required further investigation Take, for example, their assertion that after moving into theproperty, they were becoming ill and stated that it was due to the air ducts (thereby demanding the air ducts becleaned), and also as a result of the carpets being dirty with a ring around the outside edging called “filtrationsoiling”Once I was made aware of their illness, I was sympathetic, and simply asked them to substantiate that theirillness was a result of the home’s condition, to which they refused I tried to explain to them that without havingsome type of information, we could attempt all sorts of remedies to the situation without knowing if it was the rightsolution (or that it was as a result of the house at all) I tried to explain that it wasn’t fair to ask an owner to startinvesting in these costs until we had information to find a solution They still refused to substantiate their claim.As a management company, we do care about our tenants, and we believe that owners (and we as a manager) havean obligation to consider all requests and maintain a good working relationship with residents in properties wemanage Although Mr*** and Ms*** refused to provide documentation on their illness, I did requestMs*** send photographs of the ducts Admittedly, I do not clean ducts for a living, so I have no standard ofwhat they “should” look like, and I imagine over time all sorts of things can be found in air ducts, but thephotographs did show things that, in my mind, warranted a cleaning (and were also typical of having small childrenliving in a property i.etoys, food, etc.) As such, even though they refused to substantiate that their illness wasrelated to the property, I agreed to have them cleaned in an attempt to do the right thing.During a conversation I had with Ms*** about the carpeting and her concern about the sanitary conditionof the carpet, I explained to her that it was financially infeasible to replace carpet between every tenant, that newcarpet was not advertised or promised, but that the carpets were professionally cleaned by the previous tenant Iexplained that the previous tenants had children, and as such there were bound to show wear on such a light/whitecarpet She responded that they don’t have children for a reason, and they didn’t want to live in filth from otherpeople’s children I assured her that I would substantiate that the carpets were professionally cleaned with areceipt, and if I was not able to substantiate that I would have the carpets cleaned again Before I had a chance tosend her the paid receipt (in the same day as the phone conversation), she called the office to set up carpet cleaningon the property, and Marcia explained to her that the carpets would not be cleaned because we were emailing herthe receipt At this point Ms*** became irate and assassinated my character, accusing me of lying and thatI had promised to have the carpets cleaned.In reality, every request that Mr*** and Ms*** made for repairs to the property were completed orattempted to be completed, and done so within a reasonable time frame, with the exception of the carpets beingreplacedWhat is more, I tried to send a vendor down to complete items Mr*** and Ms*** requested,only to have the vendor turned away (even though Mr*** and Ms*** were made aware of the vendor’sappointment) In all honestly, there was simply no satisfying Mr*** and Ms***, which is why weapproached our owner and requested they be relieved of their lease obligation After being in business for almostten years, this is the first time we have approached an owner with this request Mr*** and Ms*** wereclearly unhappy, we had spent an inordinate amount of time and energy trying to remedy the situation, no matterhow small the request, and there was simply nothing we could do to satisfy them despite our sincere attempts Weexplained to them that they could terminate their lease with no consequence, and that it seemed best for all partiesinvolved Initially, they refused the offer because “they liked the house”, but eventually they did decide toterminate their lease as it seemed that there was no resolution that would satisfy them.Usually any issues that arise that my team cannot take care of, gets escalated to me On very, very rare occasions,when I cannot seem to find a solution, the situation gets escalated to our Director of Operations and companyfounder This is the case with Mr*** and Ms*** So, with regards to the non-refundable pet fee, Mr.*** and Ms*** referred to it as a pet deposit when initially requesting they be refunded these funds toour Director of Operations (who is not involved in the day to day aspects of lease and was therefore not informed onthe intricacies of items like the pet fee) Since they used this terminology, he assumed that it was in fact a depositand agreed that (while non-refundable), half could be returned However, the fee paid was a non-refundable petfee, not a deposit (this was clearly stated in the lease) As such, those are funds that go directly to an owner and arenot held as a deposit by the management company Thus, it was not ours to refund to Mr*** and Ms.*** This miscommunication transpired during our busiest season, and unfortunately the communication toMr*** and Ms*** to explain the misunderstanding was absent because their file had been closed out.This was a mistake on our part, and we are working on a system to make sure it doesn’t happen again, but this wassuch a one-off circumstance that we were admittedly in unfamiliar territory.In September of 2015, I was doing an open house at an unrelated property I was in my car and saw two people“scouting me” from the parking lotMs*** got out of the vehicle, walked around the building, looked at me,looked at the driver, and nodded saying “yes that’s her” I was immediately fearful and recognized that it was Mr.*** and Ms*** as we have copies of the driver’s licenses on file, and I had seen her at the open house for***I called my sister who was close by so that I had someone with me, and I called the police - due to theactions of Mr*** and Ms*** to date, I was honestly fearful about their intentions I was not able toperform the open house because I was afraid I would be trapped insideThey then called our Director of Operations,at which point he explained that it was entirely inappropriate to be confronting me and questioned their intentions.Mr*** explained to him that they were confronting me to try to get the $125, at which point, our Director triedto explain that he was given the wrong information from them about it being a deposit vsa pet fee He wastraveling out of state during the call, and cell service was not good, so he asked Mr*** and Ms*** to callon Monday so that the issue could be discussed Mr*** and Ms*** did not attempt to call us to ourknowledge.Mr*** and Ms*** also stated that we deleted their account onlineThis assertion is quite franklyridiculous, and simply untrueWe endeavor to offer services like online payment and maintenance request optionsto add value for our tenantsWe have a busy business and simply do not have time nor a desire to do anything butstreamline our processes and make things efficient and easy for all parties To assert we purposely tried to makethings miserable for them is entirely unfounded.I also noted several items in their complaint that we were never made aware ofTo those complaints, I can onlyreply that had we known, we would have made an effort to remedy the issueI find it also important to note that wewere able to fill Mr*** and Ms***’s tenancy with new, quality tenants, who have been nothing butsatisfied with the property, much like the previous tenants, and satisfied with our services.In summary, we treated Mr*** and Ms*** with fairness, respect, dignity, and careWe did our best toaccommodate all requests, but were never able to do so to their satisfaction We truly wish for them the best intheir future endeavors, but we feel that we went above and beyond to remedy the situation, to no avail.I am happy to provide any further documentation you would find helpful.Kindest Regards,Demi S*** | Managing BrokerWright Real Estate, Inc.Innovating Real Estate the Wright WayWright Real Estate, Inc • PO Box Fort Collins, Colorado 80527T: (970) 686- • F: (970) 226- • www.realestatewright.com

January 8, 2016 *** ***, Dispute Resolution and Ad Review CounselorPhone: 970-488-2050 [email protected] Dear ***,This letter is in response to the complaint filed by Mrs*** *** regarding a home she and her husband rented under our ManagementWe are
sorry to hear that they are unsatisfied with our servicesThe lease and other important documents, photographs, and correspondence between Mrand Mrs*** will be attached to our response. Mrand Mrs*** rented the property located at *** *** *** ** *** ** *** commencing on March 2, The property was vacant for several months prior to their occupancy as we worked to secure a new tenantThe property was professionally cleaned prior to their move in, as were the carpetsThere were no occupants living in the property from the time the carpets were cleaned and Mrand Mrs***’s occupancyCopies of the cleaning receipts will be attached. In August of 2015, Mrand Mrs*** informed us that they had purchased a house and wanted out of their lease, which did not originally expire until February 29, The owner of the property was not interested in allowing the ***’s to breach the contract and agreed upon lease terms, however, the owners did allow us to provide them the option of a sublet or lease assignment As such, the “Sublet FAQ’s” document (attached) was provided to Mrand Mrs*** along with information on the sublet process Wright Real Estate worked tirelessly to find a suitable replacement tenant, and did so whereby Mrand Mrs*** suffered virtually no vacancy as we had a replacement tenant in the property within days of Mrand Mrs***’s departureMrand Mrs*** suffered no financial penalty for being let out of their lease early, but were informed from the beginning of this process that an administrative fee of $would be charged to them for our time, energies, and efforts of finding a suitable replacement tenant The ***’s were relieved of their lease obligation completely, and their security deposit was returned in a timely manner less expenses incurred by the owner as a result of the lease termination and/or the condition of the property and appropriate administrative charges. The ***’s were notified via the Sublet FAQ’s that they remained responsible for their lease (inclusive of rent payments, utility payments, etc.) All tenants under our management are required to professionally clean the carpets upon their departureWe also provide departing tenants a move out letter with cleaning checklist to clearly communicate our expectations of the move out process, whereby we explain that if we have to hire a vendor and pay a bill on their behalf, an administrative charge applies for our time (attached) We provide our cleaning vendor the same cleaning checklist that we provide departing tenant’s so that a similar standard of cleanliness is provided to every incoming tenant Mrs*** did inform us in her move in checklist that she found dog hair, and as a result we offered to credit Mrand Mrs*** for two hours of cleaning in March of (see attached email). To clarify, the cost of the drywall repair was not $ The charges to the ***’s for $was in part the drywall damage on the shower (photos of the lack of damage on the drywall prior to lease commencement, and the mochecklist filled out by Mrand Mrs*** whereby no damage to that drywall is noted is attached) The other portion of that amount was to send in a vendor to perform our standard turnover inspection to ensure that the house meets all warranty of habitability standards, and is prepared for the new tenant coming in (this includes items like checking smoke detectors, ensuring all doors and windows are functioning, etc.) This is a cost that the owner should not have to incur as it relates to an early lease termination, since the owner’s paid for this service prior to the ***’s lease commencement and the requirement of this service was only necessary due to the property needing a new tenant during the ***’s lease term. After closing out Mrand Mrs***’s account, we sent a letter explaining all charges assessed against their security deposit (attached) When Mrs*** initially contacted me about her grievance with the amount of security deposit they were returned, I contacted Mrs*** back within hours, notifying her I was out town for a week and would not be able to reply to her email until my return Upon my return, in an effort to clarify her concerns, I sent an email with further explanation and clarification of all charges including a copy of all paid receipts/invoices to Mrs*** (email attached)Unfortunately, this further clarification was not satisfactory to her I was in the process of dialoging with my owner about Mrs***’s concern about the drywall and whether that was an appropriate charge to the tenant, but had not heard back from my owner, so I had not yet replied to Mrs***While we endeavor to help a tenant understand all charges, there is regrettably a point where we must continue to conduct business and cannot spend additional time, energy, and effort re-explaining items we have already tried to clarify. We feel that Mrand Mrs*** were made fully aware of the expectations and process of their request to be relieved of their lease obligation and the charges associated with such The charges were appropriate, and we endeavored to treat Mrand Mrs*** with courtesy and respect, working diligently to find a suitable replacement tenant and move into their new home, even though they did not fulfill their lease term, as we always work to find solutions that are fair and equitable for all parties involved. Kindest Regards, Demi S*** | Managing Broker Wright Real Estate, Inc. Please find attached a response to the complaint filed by Mrs*** ***, along with the following supporting documentation: 1.) Security Deposit Return Letter2.) Email further explaining security deposit charges3.) Emails with general correspondence/providing documents4.) Sublet FAQ provided to Mrand Mrs***5.) Move Out Letter and Cleaning Checklist provided to Mrand Mrs***6.) Invoices for paid work including: cleaning invoice and carpet cleaning invoice pre and post Mr and Mrs***'s move in, invoice relating to charges for turnover, utility invoices7.) Email whereby Wright Real Estate, Incoffered a cleaning due to Mrand Mrs*** finding dog hair at move in

Complaint: ***
I am rejecting this response because:
I still have not received any follow up from my email to Demi regarding being charged for "wear and tear"I have emailed twice and left a message onceNothingAs for the "carpet cleaning", they provided that as a follow up to the basement filling up with sewer and sink water because of a couple cracked pipes under the guise of cleaning due to dog hairThe room with the most dog hair didn't even get touched by the "carpet cleaners".
I'm currently consulting an attorneyIn my mind and in everybody else's mind, this company, and apparently the homeowner as well, has screwed us over, and we don't appreciate itI will not be made to pay for damage that occurred while I was living there that was not my or my family's faultIt just so happened that the piece of drywall, the size of quarters, fell out due to water damage BEHIND itThe inside of the wall was rust colored and full of mildew, which is indicative of water that has repeatedly caused damage over timeAnother issue we have brought up but not addressed fully by Demi, is, they charged us for hours of cleaning, when we cleaned and left the house in a nicer state than was left for usThere is NO WAY their cleaning company that house for hoursIts not a big house, for oneAnd for two, we already cleaned it! So, that being said, they are trying to charge us unjustly for a service that was unnecessary I also find it odd that Demi has time to respond to this complaint but doesn't have time to send me a response to the emails and voice message I have leftThings that make you go hmmmmmm
Regards,
*** ***

[redacted] [redacted]
To Whom it May Concern, With regards to the above referenced complaint number, in revisiting the file and going back through documentation and emails, I found an email from our Director of Operations to Mr. [redacted] and Ms. [redacted] that I was cc’d on, and that I had inadvertently filed away, whereby he did agree to refund a portion of the non-refundable pet fee.  In truth, there had been so many emails regarding this situation that this was an accidental oversight on my part that happened during our peak season. With this information, I will be administering the refund as promised.Please feel free to contact me with any questions.   Kindest Regards, Demi S[redacted] | Managing AgentCMCAWright Real Estate, Inc.Brokerage and Property ManagementInnovating Real Estate the Wright WayPO Box 270038 Fort Collins, CO 80527T:(970) 686-7700 F:(970) 226-0576www.RealEstateWright.com

[redacted]
[redacted]
[redacted]
[redacted]
To Whom it May Concern, With regards to the above referenced complaint number, in revisiting the file and going back through documentation and emails, I found an email from our Director of Operations to Mr. [redacted] and Ms. [redacted] that I was cc’d on, and that I had inadvertently filed away, whereby he did agree to refund a portion of the non-refundable pet fee.  In truth, there had been so many emails regarding this situation that this was an accidental oversight on my part that happened during our peak season. With this information, I will be administering the refund as promised.Please feel free to contact me with any questions.   Kindest Regards, Demi S[redacted] | Managing AgentCMCAWright Real Estate, Inc.Brokerage and Property ManagementInnovating Real Estate the Wright WayPO Box 270038 Fort Collins, CO 80527T:(970) 686-7700 F:(970) 226-0576www.RealEstateWright.com

Complaint: [redacted]
I am rejecting this response because:
This response is in regards to Demi S[redacted]’s response to our
complaint.  I am surprised by the
untruthfulness, loads of excuses, and sugar coating she is saying, although
typical of what we have come to expect.  I can assure you, I have numerous emails that will back everything I say.  I may not be able to pick out a house well in
five minutes with lots of people inside; odor stained carpet covered by rugs; or
candles drowning out awful odors; but my memory serves me exceptionally
well.  These people at Wright Real Estate
did not handle their business affairs correctly or with tact.  They want to always have the excuse they are busy, well aren’t
we all?  [redacted] and I were and are very busy
people as well and live demanding lives.  We did send many emails and made several attempts at ignored phone calls
for them and their staff to only tell us they haven’t the time to deal with
us.  We spent hours many days a week in
limbo wondering what they were going string us along with next.  We lived out of boxes the whole time.  I finally unpacked the kitchen after Demi
said she would get the carpets cleaned which obviously was a big mistake. We
had to move all of our furniture and boxes around over and over to accommodate people
coming over for all these extra services having to be done. Our eyes burned,
our sinuses had pressure and constant drainage, we had headaches, and we
coughed all the time.  So yes, it was the
biggest hassle we have been through, ever.  Demi and Zach S[redacted], who I believe are husband and wife gave no concern
or attempt at all to remedy the situation.  Dealing with these people and living in that house was a living hell and
we were angry about it, we still are.  Taking time to still deal with this does not make me happy, but
something needs to be done so other people don’t get taken advantage of.  Wright Real Estate wants to come across as
helpful, even to the point as a victim.  As a reminder, they would never meet up with us either at the house or
in a public setting.  They had no
physical address to conduct business.  They
refused to do a walk-thru in fact they worked against us to the point of being
antagonizing.   Zach would literally
laugh on the other side of the phone, I guess he thought he was funny.I need to point out some false hoods Demi S[redacted] is
claiming.  First of all, I never asked
for new paint.  I asked for touch-up
paint to be done.  It was done in ONE
room.  It didn’t match all that good but I
didn’t mind, at least it wasn’t raw wood.  I told Demi I would be happy whatever color as long as it was close, I didn’t
want the house to look like kids lived there, because no, I don’t have kids and
yes, the whole time we lived in that house it looked like kids lived there because
of all the raw wood dings.  Touch-up
paint is NOT too much to ask for.  Also, I
did not turn them away, [redacted] did not have time that day to move all our stuff
around and wait for the gentleman to drive around getting paint from the
hardware store. [redacted] already waited around that day for him to bring back light
bulbs and other things for other repairs, he didn’t have all day.  He was going to have to reschedule it.  (We accommodated these people all the time with
tasks that should have been done prior to move-in!!)  We did NOT cancel the air duct people, they
cancelled the appointment because it was raining for days, we had that
discussion with Demi and she was encouraged to call the company. This air duct
cleaning was actually done only days before we moved out, weeks after we had been
living there.  Debris, sand and trash was
blown into our boxes in and things in the basement and we had to take time to
clean it out of everything. And it was on our time. Time we spent to improve
the house for the next tenants as well.  The credit she is talking about for the cleaning (which wasn’t done
prior to move-in) was an argument we had to bring up with Zach- he wanted to go
back on his word about it right before we moved out and keep the money. The dirt
in the garage, “I” said it was from the tiling, come to find out, the man who
laid the tile said, no, he cut it outside, so who knows where the dirt came
from?  We were not scouting her at the latest
open house, we were waiting to speak with her or her husband in regards to the
money they promised us several times.  We
had no intentions of cornering her nor did we lead on to that.  We tried to go to the open house but they never
went in so we never approached anyone since I had never met Demi before, I had
only met Zach. She, however, did decide to take action and call in her backup Rottweiler.
Demi S[redacted] stated they wouldn’t be able to come by the place daily to check on
the problems.  THEY NEVER CAME BY
ONCE.  NEVER.  ONE TIME!!! Demi did not tell us to use the
online portal to fix things because we were still in the process of trying to
get them out to fix the list of move-in issues. Marcia did hurry us as she was
not feeling well from recently getting pregnant.  We have compassion for that, but business is
business at some point. The online portal to pay rent did work for a couple
weeks, but all of a sudden it didn’t.  Yet
after many attempts and literally pleas over several days to get it fixed we
had to send our rent check certified, so yes, we did take the “not fixing the
portal” personal.  As far as having substantial
evidence, a doctor is not going to look at a picture on my phone or come home
with me and say oh yeah, that’s what’s causing your sinus issues.  We did go to the doctor, we did have issues,
it doesn’t take a professional to know what is causing it. By looking at the
inside of the house and living there night after night, a person knows what’s
causing breathing problems.  That house
was full of bad air, dirt, urine, and stink.  Maybe if Demi or Zach S[redacted] would have taken 5 minutes to come by that
house to look at it, we wouldn’t be here.The facts of the matter are they did not turn over a rental
from the last tenant properly to us, they literally gave us the key from the
last people living there for years.  We
called them on it and they didn’t like it.  In truth, many overall items were NOT checked because they were NOT in
proper working function.  Even though
that house was barely 12 years old, it had not been taken care of or
maintained. (The landlord was obviously too cheap to put any money back into it
as well.) They never checked the furnace filter, or the cleanliness of the
place at all.  The plumbing in the master
bath leaked (not dripped) for weeks before it was repaired. Toilets didn’t work.
The garbage disposal didn’t work. Doors were missing. There were many weather
seals that never did get replaced the whole time we were there. The air ducts
were full of food-like olives, chewed bubble gum, and cheese crackers, contaminants-like
mold, and a ring of 2” of cotton-candy-like dust, causing terrible air
quality.  The furnace filter and system
was so clogged the edging on the carpeting was now acting like the filter for
the whole house. We spent time researching all this because they were of no
help.  There was so much soiling around
the edge of the carpet, a degreaser wouldn’t even get it off. It looked like you
could vacuum it, but nothing worked.  Urine stain after more stains on the carpet kept
coming up .Either they or we did have professionals come and assess the
situations, carpet cleaners, HVAC professionals, and a home inspector and they
all said the same thing that it was bad and needed attention.  That is why they finally had the air duct
system and heater cleaned, which was after we were there for weeks already and
decided to move out. There is an affidavit filed with the Town of Johnstown on
the living conditions of this house as well.  There were raw wood scuffs in so many places
needing touch-up paint mainly along the baseboard. This house was in bad shape.  Wright Real Estate sounds like they are still
backing that this was move-in ready.  They also never disclosed any HOA rules on
company vehicles either and [redacted] got harassed by them involving his corporate
office nearly causing his truck getting towed and fined multiple times.[redacted] and I are easy people to please.  Our last rental was over 40 years old and in
way better shape.  We have an 8++ credit
score each with no backgrounds, hardworking, honest people who communicate and
handle situations as adults.  I, myself
have rented out my own house and know how important it is to keep it properly
maintained for tenants.  They could have
taken the time from the beginning to take ownership for the concerns we had
instead of manipulate us and give us excuse after excuse.  We trusted what they would say but then they
wouldn’t come through so now we have learned not to trust anything about
them.  They have caused us stress and a
lot of money out of our pocket.  We are
so glad we have moved on and we are not living in that filthy place or dealing
with them. Once again, we say is there a solution?  We are out close to a thousand dollars for one
move alone (over two thousand dollars between the two moves) and there was well
over two weeks when WRE intentionally would not deal with us and tell us they
do not have time to take care of a thing.  As stated in our pdf letter attached to original complaint along with
our pictures we emailed Revdex.com, they cost us thousands of dollars and much lost
time from important events in our lives.  If they want to repay us half a month’s rent and a thousand dollars
including the $125 pet deposit/ fee (whatever you want to call it) equaling $1885
we can drop our complaint. This experience caused us such a financial hardship
and months more of severe stress and exhaustion from moving twice in such a
short period of time along with all the stress and time we spent collaborating
emails.I have sent pictures via email as well.Thank you for your time.[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This response is in regards to Demi S[redacted]’s response to our
complaint.  I am surprised by the
untruthfulness, loads of excuses, and sugar coating she is saying, although
typical of what we have come to expect.  I can assure you, I have numerous emails that will back everything I say.  I may not be able to pick out a house well in
five minutes with lots of people inside; odor stained carpet covered by rugs; or
candles drowning out awful odors; but my memory serves me exceptionally
well.  These people at Wright Real Estate
did not handle their business affairs correctly or with tact.  They want to always have the excuse they are busy, well aren’t
we all?  [redacted] and I were and are very busy
people as well and live demanding lives.  We did send many emails and made several attempts at ignored phone calls
for them and their staff to only tell us they haven’t the time to deal with
us.  We spent hours many days a week in
limbo wondering what they were going string us along with next.  We lived out of boxes the whole time.  I finally unpacked the kitchen after Demi
said she would get the carpets cleaned which obviously was a big mistake. We
had to move all of our furniture and boxes around over and over to accommodate people
coming over for all these extra services having to be done. Our eyes burned,
our sinuses had pressure and constant drainage, we had headaches, and we
coughed all the time.  So yes, it was the
biggest hassle we have been through, ever.  Demi and Zach S[redacted], who I believe are husband and wife gave no concern
or attempt at all to remedy the situation.  Dealing with these people and living in that house was a living hell and
we were angry about it, we still are.  Taking time to still deal with this does not make me happy, but
something needs to be done so other people don’t get taken advantage of.  Wright Real Estate wants to come across as
helpful, even to the point as a victim.  As a reminder, they would never meet up with us either at the house or
in a public setting.  They had no
physical address to conduct business.  They
refused to do a walk-thru in fact they worked against us to the point of being
antagonizing.   Zach would literally
laugh on the other side of the phone, I guess he thought he was funny.I need to point out some false hoods Demi S[redacted] is
claiming.  First of all, I never asked
for new paint.  I asked for touch-up
paint to be done.  It was done in ONE
room.  It didn’t match all that good but I
didn’t mind, at least it wasn’t raw wood.  I told Demi I would be happy whatever color as long as it was close, I didn’t
want the house to look like kids lived there, because no, I don’t have kids and
yes, the whole time we lived in that house it looked like kids lived there because
of all the raw wood dings.  Touch-up
paint is NOT too much to ask for.  Also, I
did not turn them away, [redacted] did not have time that day to move all our stuff
around and wait for the gentleman to drive around getting paint from the
hardware store. [redacted] already waited around that day for him to bring back light
bulbs and other things for other repairs, he didn’t have all day.  He was going to have to reschedule it.  (We accommodated these people all the time with
tasks that should have been done prior to move-in!!)  We did NOT cancel the air duct people, they
cancelled the appointment because it was raining for days, we had that
discussion with Demi and she was encouraged to call the company. This air duct
cleaning was actually done only days before we moved out, weeks after we had been
living there.  Debris, sand and trash was
blown into our boxes in and things in the basement and we had to take time to
clean it out of everything. And it was on our time. Time we spent to improve
the house for the next tenants as well.  The credit she is talking about for the cleaning (which wasn’t done
prior to move-in) was an argument we had to bring up with Zach- he wanted to go
back on his word about it right before we moved out and keep the money. The dirt
in the garage, “I” said it was from the tiling, come to find out, the man who
laid the tile said, no, he cut it outside, so who knows where the dirt came
from?  We were not scouting her at the latest
open house, we were waiting to speak with her or her husband in regards to the
money they promised us several times.  We
had no intentions of cornering her nor did we lead on to that.  We tried to go to the open house but they never
went in so we never approached anyone since I had never met Demi before, I had
only met Zach. She, however, did decide to take action and call in her backup Rottweiler.
Demi S[redacted] stated they wouldn’t be able to come by the place daily to check on
the problems.  THEY NEVER CAME BY
ONCE.  NEVER.  ONE TIME!!! Demi did not tell us to use the
online portal to fix things because we were still in the process of trying to
get them out to fix the list of move-in issues. Marcia did hurry us as she was
not feeling well from recently getting pregnant.  We have compassion for that, but business is
business at some point. The online portal to pay rent did work for a couple
weeks, but all of a sudden it didn’t.  Yet
after many attempts and literally pleas over several days to get it fixed we
had to send our rent check certified, so yes, we did take the “not fixing the
portal” personal.  As far as having substantial
evidence, a doctor is not going to look at a picture on my phone or come home
with me and say oh yeah, that’s what’s causing your sinus issues.  We did go to the doctor, we did have issues,
it doesn’t take a professional to know what is causing it. By looking at the
inside of the house and living there night after night, a person knows what’s
causing breathing problems.  That house
was full of bad air, dirt, urine, and stink.  Maybe if Demi or Zach S[redacted] would have taken 5 minutes to come by that
house to look at it, we wouldn’t be here.The facts of the matter are they did not turn over a rental
from the last tenant properly to us, they literally gave us the key from the
last people living there for years.  We
called them on it and they didn’t like it.  In truth, many overall items were NOT checked because they were NOT in
proper working function.  Even though
that house was barely 12 years old, it had not been taken care of or
maintained. (The landlord was obviously too cheap to put any money back into it
as well.) They never checked the furnace filter, or the cleanliness of the
place at all.  The plumbing in the master
bath leaked (not dripped) for weeks before it was repaired. Toilets didn’t work.
The garbage disposal didn’t work. Doors were missing. There were many weather
seals that never did get replaced the whole time we were there. The air ducts
were full of food-like olives, chewed bubble gum, and cheese crackers, contaminants-like
mold, and a ring of 2” of cotton-candy-like dust, causing terrible air
quality.  The furnace filter and system
was so clogged the edging on the carpeting was now acting like the filter for
the whole house. We spent time researching all this because they were of no
help.  There was so much soiling around
the edge of the carpet, a degreaser wouldn’t even get it off. It looked like you
could vacuum it, but nothing worked.  Urine stain after more stains on the carpet kept
coming up .Either they or we did have professionals come and assess the
situations, carpet cleaners, HVAC professionals, and a home inspector and they
all said the same thing that it was bad and needed attention.  That is why they finally had the air duct
system and heater cleaned, which was after we were there for weeks already and
decided to move out. There is an affidavit filed with the Town of Johnstown on
the living conditions of this house as well.  There were raw wood scuffs in so many places
needing touch-up paint mainly along the baseboard. This house was in bad shape.  Wright Real Estate sounds like they are still
backing that this was move-in ready.  They also never disclosed any HOA rules on
company vehicles either and [redacted] got harassed by them involving his corporate
office nearly causing his truck getting towed and fined multiple times.[redacted] and I are easy people to please.  Our last rental was over 40 years old and in
way better shape.  We have an 8++ credit
score each with no backgrounds, hardworking, honest people who communicate and
handle situations as adults.  I, myself
have rented out my own house and know how important it is to keep it properly
maintained for tenants.  They could have
taken the time from the beginning to take ownership for the concerns we had
instead of manipulate us and give us excuse after excuse.  We trusted what they would say but then they
wouldn’t come through so now we have learned not to trust anything about
them.  They have caused us stress and a
lot of money out of our pocket.  We are
so glad we have moved on and we are not living in that filthy place or dealing
with them. Once again, we say is there a solution?  We are out close to a thousand dollars for one
move alone (over two thousand dollars between the two moves) and there was well
over two weeks when WRE intentionally would not deal with us and tell us they
do not have time to take care of a thing.  As stated in our pdf letter attached to original complaint along with
our pictures we emailed Revdex.com, they cost us thousands of dollars and much lost
time from important events in our lives.  If they want to repay us half a month’s rent and a thousand dollars
including the $125 pet deposit/ fee (whatever you want to call it) equaling $1885
we can drop our complaint. This experience caused us such a financial hardship
and months more of severe stress and exhaustion from moving twice in such a
short period of time along with all the stress and time we spent collaborating
emails.
I have sent pictures via email as well.
Thank you for your time.[redacted]
Regards,
[redacted]

January 8, 2016 [redacted], Dispute Resolution and Ad Review Counselor
Phone: 970-488-2050 
[email protected] Dear [redacted],
This letter is in response to the complaint filed by Mrs. [redacted] regarding a home she and her...

husband rented under our Management. We are sorry to hear that they are unsatisfied with our services. The lease and other important documents, photographs, and correspondence between Mr. and Mrs. [redacted] will be attached to our response. Mr. and Mrs. [redacted] rented the property located at [redacted] commencing on March 2, 2015. The property was vacant for several months prior to their occupancy as we worked to secure a new tenant. The property was professionally cleaned prior to their move in, as were the carpets. There were no occupants living in the property from the time the carpets were cleaned and Mr. and Mrs. [redacted]’s occupancy. Copies of the cleaning receipts will be attached. In August of 2015, Mr. and Mrs. [redacted] informed us that they had purchased a house and wanted out of their lease, which did not originally expire until February 29, 2016.  The owner of the property was not interested in allowing the [redacted]’s to breach the contract and agreed upon lease terms, however, the owners did allow us to provide them the option of a sublet or lease assignment.  As such, the “Sublet FAQ’s” document (attached) was provided to Mr. and Mrs. [redacted] along with information on the sublet process.  Wright Real Estate worked tirelessly to find a suitable replacement tenant, and did so whereby Mr. and Mrs. [redacted] suffered virtually no vacancy as we had a replacement tenant in the property within days of Mr. and Mrs. [redacted]’s departure. Mr. and Mrs. [redacted] suffered no financial penalty for being let out of their lease early, but were informed from the beginning of this process that an administrative fee of $350 would be charged to them for our time, energies, and efforts of finding a suitable replacement tenant.  The [redacted]’s were relieved of their lease obligation completely, and their security deposit was returned in a timely manner less expenses incurred by the owner as a result of the lease termination and/or the condition of the property and appropriate administrative charges. The [redacted]’s were notified via the Sublet FAQ’s that they remained responsible for their lease (inclusive of rent payments, utility payments, etc.).  All tenants under our management are required to professionally clean the carpets upon their departure. We also provide departing tenants a move out letter with cleaning checklist to clearly communicate our expectations of the move out process, whereby we explain that if we have to hire a vendor and pay a bill on their behalf, an administrative charge applies for our time (attached).  We provide our cleaning vendor the same cleaning checklist that we provide departing tenant’s so that a similar standard of cleanliness is provided to every incoming tenant.  Mrs. [redacted] did inform us in her move in checklist that she found dog hair, and as a result we offered to credit Mr. and Mrs. [redacted] for two hours of cleaning in March of 2015 (see attached email). To clarify, the cost of the drywall repair was not $270.00.  The charges to the [redacted]’s for $270.00 was in part the drywall damage on the shower (photos of the lack of damage on the drywall prior to lease commencement, and the move-in checklist filled out by Mr. and Mrs. [redacted] whereby no damage to that drywall is noted is attached).  The other portion of that amount was to send in a vendor to perform our standard turnover inspection to ensure that the house meets all warranty of habitability standards, and is prepared for the new tenant coming in (this includes items like checking smoke detectors, ensuring all doors and windows are functioning, etc.).  This is a cost that the owner should not have to incur as it relates to an early lease termination, since the owner’s paid for this service prior to the [redacted]’s lease commencement and the requirement of this service was only necessary due to the property needing a new tenant during the [redacted]’s lease term. After closing out Mr. and Mrs. [redacted]’s account, we sent a letter explaining all charges assessed against their security deposit (attached).  When Mrs. [redacted] initially contacted me about her grievance with the amount of security deposit they were returned, I contacted Mrs. [redacted] back within 24 hours, notifying her I was out town for a week and would not be able to reply to her email until my return.  Upon my return, in an effort to clarify her concerns, I sent an email with further explanation and clarification of all charges including a copy of all paid receipts/invoices to Mrs. [redacted] (email attached). Unfortunately, this further clarification was not satisfactory to her.  I was in the process of dialoging with my owner about Mrs. [redacted]’s concern about the drywall and whether that was an appropriate charge to the tenant, but had not heard back from my owner, so I had not yet replied to Mrs. [redacted]. While we endeavor to help a tenant understand all charges, there is regrettably a point where we must continue to conduct business and cannot spend additional time, energy, and effort re-explaining items we have already tried to clarify. We feel that Mr. and Mrs. [redacted] were made fully aware of the expectations and process of their request to be relieved of their lease obligation and the charges associated with such.  The charges were appropriate, and we endeavored to treat Mr. and Mrs. [redacted] with courtesy and respect, working diligently to find a suitable replacement tenant and move into their new home, even though they did not fulfill their lease term, as we always work to find solutions that are fair and equitable for all parties involved. Kindest Regards, Demi S[redacted] | Managing Broker
Wright Real Estate, Inc. 
Please find attached a response to the complaint filed by Mrs. [redacted], along with the following supporting documentation:
1.) Security Deposit Return Letter
2.) Email further explaining security deposit charges
3.) Emails with general correspondence/providing documents
4.) Sublet FAQ provided to Mr. and Mrs. [redacted]
5.) Move Out Letter and Cleaning Checklist provided to Mr. and Mrs. [redacted]
6.) Invoices for paid work including: cleaning invoice and carpet cleaning invoice pre and post Mr and Mrs. [redacted]'s move in, invoice relating to charges for turnover, utility invoices
7.) Email whereby Wright Real Estate, Inc. offered a cleaning due to Mr. and Mrs. [redacted] finding dog hair at move in

November 30, 2015
Mr. [redacted]Revdex.com8020 S County Rd 5, Ste 100Fort Collins, CO 80528
Dear Mr. [redacted],
This letter is in response to a complaint filed by previous tenants, [redacted] and [redacted], for a propertyunder our...

management located at [redacted], submitted on November 8, 2015 to theRevdex.com.Mr. [redacted] and Ms. [redacted] did rent the property for a short period in the earlier part of this year.  This propertywas previously occupied by a family for several years and has been under our management since 2009. When aproperty becomes available in our portfolio, we perform a fair market rent survey to determine the rental rate,based off known conditions and features of the property. The market indicated the rental rate for the home on[redacted] was in line with its condition and extremely competitive for the area considering properties of similar style,features and vintage were renting for over $1,600/month.
Our policy is to advertise the property, then hold an open house style showing for interested parties to view theproperty (we try to minimize multiple/individual showings because it is burdensome on our tenants currentlyresiding in the property while they are trying to make moving plans, pack, etc.).  Every person is not only allowed,but encouraged, to view the property prior to putting in an application so that the condition, features and layout canbe assessed.  The home on [redacted] is a newer, nice home, and was very popular when we introduced it to themarket. We had over 30 groups of people view the home and out of those groups, over 20 groups applied.  I thinkthis is important, because if the condition and smell of the property was as dire as Mr. [redacted] and Ms. [redacted]assert, it would be difficult to believe that over half of those that viewed the property would fill out an application.
Mr. [redacted] and Ms. [redacted]’s first complaint/assertion was that at the open house they were told apparent itemswould be fixed. We do have a standard turnover procedure, whereby the home is professionally cleaned, carpets areprofessionally cleaned (if not performed by the departing tenant), touch up paint is done, and overall items arechecked for proper working/function (plumbing, caulking, windows, doors, locks, etc.).  As with anything as large asa home, it is impossible to identify all defects and often times defects can only be determined by using the systems.However, we offer a 24 hour-a-day maintenance line for emergencies and an online portal for non-emergencymaintenance requests.
At no point during the open house did the showing representative indicate that new carpet or new paint would becompleted in the property prior to the new lease. The owner’s only planned improvement was to install new tile inthe kitchen to replace the linoleum, which was communicated to interested parties and was completed prior tomove in. Touch up paint was attempted, but unfortunately the colors on the wall were darker in nature, the touchup paint did not look acceptable and it was decided to not go further.  However, at Ms. [redacted]’s request, I didsend someone back to do touch up paint (after explaining to her how it would look).  The vendor had anappointment, showed up, and was turned away by Ms. [redacted].Another assertion made by Mr. [redacted] and Ms. [redacted] was our failure to inspect the property with them aftertheir move in.  We provide tenants with an eight page form to document any defects, we encourage them to takephotographs, and we have a standard move out and move in procedure whereby the property is inspected by amember of our team after a tenant moves out with photographs taken, along with an inspection during a move in.In the interim, the turnover items are completed.  What is more, we have managed the property for over five years.Suffice it to say, our company was familiar with the property, and at the level of demands being made by Mr. [redacted]and Ms. [redacted], we would have been visiting the property on a daily basis which is simply unrealistic.
Mr. [redacted] and Ms. [redacted] asserted that my employee, Marcia, hurried them through the move in. I was notpresent at this move in, and Marcia is currently on maternity leave so she is unable to participate in this response.However, I can tell you that Marcia is an extremely detail oriented and as such she doesn’t rush through much ofanything. Marcia is truly a sweet and fairly timid person, and is not usually the one performing these move in/moveout inspections. After having her on my team for over two years and knowing her for longer, I would attribute whatthey perceived as “rushing” more as nervousness completing an unfamiliar task. Regardless, Marcia did come backand report her disappointment in the hired cleaning vendor, who did not complete the tasks we normally require.This was exasperated by the tile installed, whereby the garage was full of tile dust.
As such, we apologized for the areas that did not get cleaned to our satisfaction. It is important to note that thehouse was professionally cleaned by the previous tenant (albeit not to our company standard), so we then hired asecond professional cleaner. When I was informed that the home was not cleaned to our standard, I contacted ourcleaning vendor, and after getting a report from her, she admitted she did not allow enough time to completesweeping out the garage and the unfinished basement.  So, in addition to two professional cleaners, we offered Mr.[redacted] and Ms. [redacted] two options: 1.) to have the cleaner come back in or 2.) to receive $150 in a rent credit.The opted for, and received the $150 credit.
After this initial interaction, Mr. [redacted] and Ms. [redacted] began calling and emailing our office multiple times aday, to the point of it being incessant and harassing. If they did not receive a returned phone call within a few hours,they called again and emailed. Every time they called, we asked them to please use their online portal for themaintenance request, as this is our process, but they refused to use this system, and seemed only satisfied to callrelentlessly to complain.  They would often call multiple (4-5 times) in a matter of minutes, but would rarely leave avoicemail.  Unfortunately, with our line of work there are times that everyone is on the phone and calls cannot bepicked up.  When voicemails were left, they were returned in a reasonable amount of time (generally 1-2 businessdays). On multiple occasions Marcia came to me bordering on tears because Ms. [redacted] was aggressive,demeaning, and accusatory. On several occasions I stepped in as the managing broker to try to find an amicablesolution with Mr. [redacted] and Ms. [redacted], and often times I truly felt the conversations were productive, and Iwould follow up with an email to confirm the conversation only to be accused of being dishonest, unethical,etcetera.
I am happy to provide a list of the items requested from Mr. [redacted] and Ms. [redacted], along with the list of itemswe, in turn, corrected (many of these items we were not required to fix but did because we do try to find amicablesolutions).  We are a reputable management company with systems and processes, and we made every effort toreasonably accommodate their requests. However, there were some items that were simply outside the scope ofbeing reasonable, or required further investigation.  Take, for example, their assertion that after moving into theproperty, they were becoming ill and stated that it was due to the air ducts (thereby demanding the air ducts becleaned), and also as a result of the carpets being dirty with a ring around the outside edging called “filtrationsoiling”. Once I was made aware of their illness, I was sympathetic, and simply asked them to substantiate that theirillness was a result of the home’s condition, to which they refused.  I tried to explain to them that without havingsome type of information, we could attempt all sorts of remedies to the situation without knowing if it was the rightsolution (or that it was as a result of the house at all).  I tried to explain that it wasn’t fair to ask an owner to startinvesting in these costs until we had information to find a solution.  They still refused to substantiate their claim.
As a management company, we do care about our tenants, and we believe that owners (and we as a manager) havean obligation to consider all requests and maintain a good working relationship with residents in properties wemanage.  Although Mr. [redacted] and Ms. [redacted] refused to provide documentation on their illness, I did requestMs. [redacted] send photographs of the ducts.  Admittedly, I do not clean ducts for a living, so I have no standard ofwhat they “should” look like, and I imagine over time all sorts of things can be found in air ducts, but thephotographs did show things that, in my mind, warranted a cleaning (and were also typical of having small childrenliving in a property i.e. toys, food, etc.).  As such, even though they refused to substantiate that their illness wasrelated to the property, I agreed to have them cleaned in an attempt to do the right thing.
During a conversation I had with Ms. [redacted] about the carpeting and her concern about the sanitary conditionof the carpet, I explained to her that it was financially infeasible to replace carpet between every tenant, that newcarpet was not advertised or promised, but that the carpets were professionally cleaned by the previous tenant.  Iexplained that the previous tenants had children, and as such there were bound to show wear on such a light/whitecarpet.  She responded that they don’t have children for a reason, and they didn’t want to live in filth from otherpeople’s children.  I assured her that I would substantiate that the carpets were professionally cleaned with areceipt, and if I was not able to substantiate that I would have the carpets cleaned again.  Before I had a chance tosend her the paid receipt (in the same day as the phone conversation), she called the office to set up carpet cleaningon the property, and Marcia explained to her that the carpets would not be cleaned because we were emailing herthe receipt.  At this point Ms. [redacted] became irate and assassinated my character, accusing me of lying and thatI had promised to have the carpets cleaned.
In reality, every request that Mr. [redacted] and Ms. [redacted] made for repairs to the property were completed orattempted to be completed, and done so within a reasonable time frame, with the exception of the carpets beingreplaced. What is more, I tried to send a vendor down to complete items Mr. [redacted] and Ms. [redacted] requested,only to have the vendor turned away (even though Mr. [redacted] and Ms. [redacted] were made aware of the vendor’sappointment).  In all honestly, there was simply no satisfying Mr. [redacted] and Ms. [redacted], which is why weapproached our owner and requested they be relieved of their lease obligation.  After being in business for almostten years, this is the first time we have approached an owner with this request.  Mr. [redacted] and Ms. [redacted] wereclearly unhappy, we had spent an inordinate amount of time and energy trying to remedy the situation, no matterhow small the request, and there was simply nothing we could do to satisfy them despite our sincere attempts.  Weexplained to them that they could terminate their lease with no consequence, and that it seemed best for all partiesinvolved.  Initially, they refused the offer because “they liked the house”, but eventually they did decide toterminate their lease as it seemed that there was no resolution that would satisfy them.
Usually any issues that arise that my team cannot take care of, gets escalated to me.  On very, very rare occasions,when I cannot seem to find a solution, the situation gets escalated to our Director of Operations and companyfounder.  This is the case with Mr. [redacted] and Ms. [redacted].  So, with regards to the non-refundable pet fee, Mr.[redacted] and Ms. [redacted] referred to it as a pet deposit when initially requesting they be refunded these funds toour Director of Operations (who is not involved in the day to day aspects of lease and was therefore not informed onthe intricacies of items like the pet fee).  Since they used this terminology, he assumed that it was in fact a depositand agreed that (while non-refundable), half could be returned.  However, the fee paid was a non-refundable petfee, not a deposit (this was clearly stated in the lease).  As such, those are funds that go directly to an owner and arenot held as a deposit by the management company.  Thus, it was not ours to refund to Mr. [redacted] and Ms.[redacted].  This miscommunication transpired during our busiest season, and unfortunately the communication toMr. [redacted] and Ms. [redacted] to explain the misunderstanding was absent because their file had been closed out.This was a mistake on our part, and we are working on a system to make sure it doesn’t happen again, but this wassuch a one-off circumstance that we were admittedly in unfamiliar territory.
In September of 2015, I was doing an open house at an unrelated property.  I was in my car and saw two people“scouting me” from the parking lot. Ms. [redacted] got out of the vehicle, walked around the building, looked at me,looked at the driver, and nodded saying “yes that’s her”.  I was immediately fearful and recognized that it was Mr.[redacted] and Ms. [redacted] as we have copies of the driver’s licenses on file, and I had seen her at the open house for[redacted]. I called my sister who was close by so that I had someone with me, and I called the police - due to theactions of Mr. [redacted] and Ms. [redacted] to date, I was honestly fearful about their intentions.  I was not able toperform the open house because I was afraid I would be trapped inside. They then called our Director of Operations,at which point he explained that it was entirely inappropriate to be confronting me and questioned their intentions.Mr. [redacted] explained to him that they were confronting me to try to get the $125, at which point, our Director triedto explain that he was given the wrong information from them about it being a deposit vs. a pet fee.  He wastraveling out of state during the call, and cell service was not good, so he asked Mr. [redacted] and Ms. [redacted] to callon Monday so that the issue could be discussed.  Mr. [redacted] and Ms. [redacted] did not attempt to call us to ourknowledge.
Mr. [redacted] and Ms. [redacted] also stated that we deleted their account online. This assertion is quite franklyridiculous, and simply untrue. We endeavor to offer services like online payment and maintenance request optionsto add value for our tenants. We have a busy business and simply do not have time nor a desire to do anything butstreamline our processes and make things efficient and easy for all parties.  To assert we purposely tried to makethings miserable for them is entirely unfounded.
I also noted several items in their complaint that we were never made aware of. To those complaints, I can onlyreply that had we known, we would have made an effort to remedy the issue. I find it also important to note that wewere able to fill Mr. [redacted] and Ms. [redacted]’s tenancy with new, quality tenants, who have been nothing butsatisfied with the property, much like the previous tenants, and satisfied with our services.
In summary, we treated Mr. [redacted] and Ms. [redacted] with fairness, respect, dignity, and care. We did our best toaccommodate all requests, but were never able to do so to their satisfaction.  We truly wish for them the best intheir future endeavors, but we feel that we went above and beyond to remedy the situation, to no avail.I am happy to provide any further documentation you would find helpful.
Kindest Regards,
Demi S[redacted] | Managing BrokerWright Real Estate, Inc.
Innovating Real Estate the Wright WayWright Real Estate, Inc.  •  PO Box 270038  Fort Collins, Colorado  80527T: (970) 686-7700  •  F: (970) 226-0576  •  www.realestatewright.com