Avenue Real Estate Group

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: ***@avenuestl.com Thank you for notifying us of MrsH's complaint, we take customer satisfaction very seriously and are looking forward to having this issue resolvedWe lease and manage hundreds of homes each year and have had a perfect record of landlord satisfaction for ten yearsWe are aware of MrsH's accusations and have tried numerous times to communicate and satisfy her conditionHer accusations against my company are false Her lease contract with the tenants is a legal document binding the tenant and landlord to the terms of the lease and we cannot be held responsible for damages caused by the tenantsNo fraudulent services were providedMy company had no previous relationship with he tenants as she claimsAny unpaid rent and late fees are to be collected from the tenant as the legal contract is between tenant and landlordWe have respond to all MrsH's requests and also through attorneys after legal action was indicatedAll additional inspections requested by MrsH were conducted and conditions communicated back to her Any damage caused by breach of lease or damage to the property must be collect from the tenantThere was never any acknowledgement from my company of poor service and we added property managers to help satisfy her conditionBelieving there might be personality conflicts, we asked several people in our company to accommodate MrsH, but and all of our efforts have concluded the same way All of her accusations of lying and theft are absolutely false We are saddened by her attempts to extract financial gain from both the tenants and us as her property managerAfter her request to proceed with legal action MrsH has been in contact with our attorney and the matter is now being handled by lawyers We are requesting this case be closed as the contract in dispute is between the tenant and the landlordThank you

Thank you for making us aware of this complaintWe take customer satisfaction very seriously and welcome the opportunity to respondWe have hundreds of property management clients and we strive to make sure every client is satisfied, but in this particular case we were unable to satisfy Ms***
We recently received a demand letter from her attorney and handed the matter over to our attorneysOnce legal action has been initiated our policy is to allow the attorneys to handle all communicationsThis situation is unfortunate, but we believe Avenue did everything possible to satisfy Mrs*** with a bad tenant who may have committed a criminal actBelow is a basic timeline of the the event with a more thorough explanation. On 5/19/Avenue Real Estate Group was hired by *** M *** to manage the property located at *** *** ***Avenue began marketing the property for lease and showing the home to prospective tenants on 5/22/After many showings but no applications finally on 7/5/an application was received from a prospect who eventually became the tenant. On 7/6/Avenue presented candidate information directly to Ms*** via email including a pdf copy of the entire credit report in question for her to reviewAfter a couple of days of reviewing candidate information, Ms*** formally approved the applicant in writing on 7/8/Following approval, Avenue created a lease commencing on 8/1/which was fully executed on 7/12/2015. The first quarterly walk through was conducted on 9/22/as per the management agreement between Avenue and the ownerAt that time the property seemed to be clean and in well maintained condition. During the first quarter of 2016, tenant became delinquent on rent with habitually late rent payments and became less and less responsive to communication with AvenueThis was communicated with Ms*** via a series of emails and several phone callsAfter several months of working with Ms*** and the tenant falling behind on rent by more than two months, on 6/20/Avenue recommended Ms*** consider filing an eviction. In the following weeks, under the direction of Ms*** and her attorney, multiple attempts were made by Avenue to schedule a walk through with the tenant to review its conditionAfter many attempts, tenant finally responded and allowed us access on 6/23/at 3pmThe tenant then cancelled the morning of 6/23/stating his father was in the emergency room in central Illinois and he would have to cancel the appointment and reschedule. Before another walk through could be scheduled, Avenue received an email from Ms*** stating that she had been in direct contact with the tenant and they had come to an agreement that he would pay the months of delinquent rent to bring his account current by 7/1/and get the house ready to show to new prospective tenantsOn 6/24/Avenue created an amendment with these terms outlined by Ms*** and sent to all parties for signatureAnticipating that we would begin showing the property in less than a week on 7/1/and would then have full access to review the condition of the property, efforts to schedule a walk through were discontinuedThe tenant ultimately refused to sign the amendment and on 6/24/Avenue received a letter from an attorney representing the tenant acknowledging that he would vacate in lieu of filing an eviction. This information and the letter from the attorney was shared with Ms*** through a series of subsequent emails and she instructed Avenue to continue to negotiate with the tenant to establish a mutually agreeable move out date and to collect on outstanding rent due which she was, at that time, unwilling to concedeAfter multiple attempts to reach an agreement with the tenant had failed, Ms*** notified Avenue that they had formally filed an eviction through their own attorney on 7/15/2016. Standard practice dictates that once an eviction is filed and placed in the hands of the court, the property management company waits on instructions from either the owner or their attorney on any needed involvementAvenue followed up via multiple emails over the course of roughly days inquiring as to updates or offering any help to Ms*** needed during the eviction process. On 9/2/2016, Avenue received a written notice from Ms*** immediately terminating their employment as their property manager. On 9/15/2016, Avenue received an email from Ms*** inquiring how someone with this credit history could have managed to lease their propertyAvenue offered the additional information that credit reports are driven solely by a social security number and again provided Ms*** a copy of the credit report she had originally reviewed and approved when the tenant appliedAvenue also commented that if she believes his credit is worse than stated in that report there may be a chance the tenant had provided a social security number thus committing identity fraud and advising that Ms*** share this information with her attorney and offered to provide any additional help Avenue could offer. Based on this timeline of events, substantial communication with Ms***, and numerous offers to provide assistance, Avenue believes that while this was an unfortunate situation where a tenant abused the system and possibly committed identity fraud that did result in damages both monetary and physically to Ms*** and the property, we do not believe that there was any negligence by Avenue that contributed to said damagesWe at Avenue are truly sorry for the situation Ms*** is facing and will continue to offer our help and support with the continued legal endeavors to collect or reduce damages from the tenant if requested

Initial Business Response /* (1000, 5, 2015/06/30) */
Thank you for notifying us of the complaint against our companyWe take customer/client satisfaction very seriously and are proud of our excellent Revdex.com ratingUnfortunately in this case the complaint is filed upon the wrong partyThe
complainant's lease contract was between her and landlordAs the landlord's agent we must follow the desire of our client and in this case the landlord directed us not to renew the lease so that the house could be marketed for saleAfter the house did not sell on market, the landlord instructed us to market the property for leaseAny complaints regarding security deposit must be made to the landlord as our company never held or controlled any security deposit funds
Attached is the lease showing contract between landlord and tenant and also that security deposits are to be held, and released, by landlord

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@avenuestl.com
Thank you for notifying us of Mrs. H's complaint, we take customer satisfaction very seriously and are looking forward to having this issue...

resolved. We lease and manage hundreds of homes each year and have had a perfect record of landlord satisfaction for ten years. We are aware of Mrs. H's accusations and have tried numerous times to communicate and satisfy her condition. Her accusations against my company are false.
Her lease contract with the tenants is a legal document binding the tenant and landlord to the terms of the lease and we cannot be held responsible for damages caused by the tenants. No fraudulent services were provided. My company had no previous relationship with he tenants as she claims. Any unpaid rent and late fees are to be collected from the tenant as the legal contract is between tenant and landlord. We have respond to all Mrs. H's requests and also through attorneys after legal action was indicated. All additional inspections requested by Mrs. H were conducted and conditions communicated back to her.
Any damage caused by breach of lease or damage to the property must be collect from the tenant. There was never any acknowledgement from my company of poor service and we added property managers to help satisfy her condition. Believing there might be personality conflicts, we asked several people in our company to accommodate Mrs. H, but and all of our efforts have concluded the same way.
All of her accusations of lying and theft are absolutely false.
We are saddened by her attempts to extract financial gain from both the tenants and us as her property manager. After her request to proceed with legal action Mrs. H has been in contact with our attorney and the matter is now being handled by lawyers.
We are requesting this case be closed as the contract in dispute is between the tenant and the landlord. Thank you.

Initial Business Response /* (1000, 5, 2015/06/16) */
Thank you for making us are of Ms. C's concerns. We are aware of her situation and wish there was more we could do to assist her. We are only the agent of the Landlord who ultimately pays for expenses, earns the income and makes all...

decisions on approving tenants. We understand her frustration, but without a signed lease an application fee is not enough to hold the property. The attached application states very clearly that there is "No Refunds" and "I understand that this application is preliminary only and does not bind you to execute a Lease or to deliver possession of the premises to me"
We are not authorized to return any application fees on behalf of the owner and are not allowed by our tenant screening service to provide copies of the reports given. She was given instructions on how to obtain her credit report from this service. Below is the contact information again.
RealPage Inc.
Attn: LeasingDesk Consumer Relations [redacted]
Carrollton, TX XXXXX-XXXX
(XXX) XXX-XXXX http://www.[redacted]
Again we understand the frustration when an applicant applies and does not rent the property but there is nothing more we can do without landlord authorization.
The entire process was typical of all properties we manage and all properties we manage must pass a municipal occupancy inspection. We are sorry she decided not to rent the property based on the need for passed occupancy inspection, but there is nothing more we can do to assist her.