In response to complaint ID [redacted] Tenant indicated to me that what she was most upset about was the fact that the unit had no WIFI It does not state on our lease that WiFi is provided and also states on our lease (see attached) that WiFi is not guaranteed That info is also provided in other information as well that is provided by our office to tenants In my opinion, if there had been WiFi in the new property when she arrived, this complaint would never have been made This was a unfortunate situation but I feel that I accommodated the [redacted] family quickly and efficiently and I'm sorry that she does not see is as that In my opinion, she actually got a nicer more expensive property ($200-$more) than the one we planned to have her in with the exception of not having WiFi when she arrived However, according to Ms [redacted] she was actually provided WiFi during her stay by the other real estate company so in realty was only inconvenienced for part of her stay not the entire stay Ms [redacted] is asking for a full refund which in my opinion is an unreasonable request Therefore I stand by my previous statements that I do not feel that Ms [redacted] is entitled to a refund of any amount let alone a full refund[redacted]
RE: complaint [redacted] Attention: [redacted] Regarding Complaint by [redacted] - Rental Property [redacted] June 20- In response to Ms [redacted] complaint, I understand and feel I was being sympathetic to the situation Mrs [redacted] was in, the situation and circumstances were beyond our control I feel I tried to do my best to accommodate her and make the complicated situation and transition to another property as smooth as I possibly could This has been a 'construction' project that has been on going since FebThe harsh, long winter presented unexpected dilemma's for many property owner's in the beach resort area Freezing and broken pipes presented a huge problem for many property owners and the unit that Mrs [redacted] was to occupy was one of them This 'construction' was to be completed, long before Mrs [redacted] was to arrive We had already relocated several weeks of tenants due to the delay of completion, so each week, the owner and Crowley Assochad been assured by the contractor that the work would be complete for the upcoming rentals The night before Mrs [redacted] and her family were to arrive (June 19, 2015), the owner received an email from the contractor at 7:15pm in the evening and in turn notified me via email that evening that the expected work had not been completed After several emails between the owner and myself into the evening of June and then an email to a contractor we use within our company, (so he would see it first thing in the morning), made arrangements before leaving my home for work, on the morning of June 20, and spoke with and met him at the unit/property to see if there was any way possible he would be able to complete the job that was expected to have already been completed He dropped everything and met me there on my way into work His assessment was that it was going to take more than a few hours to complete and was impossible to do before Mrs [redacted] and her family were to check-inSo I arrived at the office and immediately began the task of searching for alternative properties, and contacting owners to make sure I had something to offer and move them to before calling her Once I had several options, I called her and explained the unexpected dilemma and let her know that I had been working since I got into the office on finding other possible options prior to calling her so she was not worried about having a place to stay She indicated the pool was key and I assured her that we had made accommodations for them to still use the pool and parking if needed and apologized and believe I thanked her for understandingShe indicated she understood and what was she going to do and that stuff happens (and I was relieved that this didn't appear to be as difficult as I feared it could be) I told her she could stay stay in the original unit if she chose, but I didn't think it would be comfortable for her and her family and that if it were me, I wouldn't find it an acceptable situation but the choice was hersShe asked me to send her a link to the alternative property I had suggested and felt that is was a good alternative with the exception that there was no pool, but since she could use the pool still that it could work for her I understand that that wasn't the perfect solution, but I did feel that was an acceptable alternative given the circumstances About 20-minutes later she called me and said that was not acceptable and was now upset and wanted to know what I would do for her due to the situation she now found herself inThat was when I said ......'I knew this wasn't going to be easy and that everyone this year so far has been difficult'(meaning anyone with a situation that we were not able to accommodate the way they wanted us to) She never asked me to look outside of our company for a rental as indicated in her conmplaintWhen I realized she was so upset and not going to be happy in any another location Crowley Assochad to offer and she wanted to know what I was going to do for her, I told her 'what I can do for you is try the other rental companies in our area and see if I could find her another unit in the same building I did find one with Coldwell Banker, I looked at the pictures.....it seemed to be as nice if not nicer than the the one she was to stay in and made all the arrangements with the agent there, took a check over to pay for it in advance I sent her the link and she approved Problem was solved! All she had to do was stop at Coldwell Banker instead of Crowley Assoc., sign her lease and pick up her keys and continue to the beach for their vacation They didn't have to go out of their way at all (physically) (Coldwell Banker is just about blocks north of us- they would have had to pass them to get to us), they didn't have to deal with getting the money back from us and taking care of it with Coldwell Banker I felt the transitions was as seamless as it could possibly beThe only thing that was not covered was the fact that the new unit did not have internet It was never mentioned to me in any of the conversations that day either by phone or by emails that she required internet service After all, we had been communicating back and forth on her way down via email! She indicates in her complaint that she was told the unit had WiFi I would have told her that unit had WiFi, since I would not have known that Since she didn't ask about that, I wasn't even thinking of WiFi Not all of the units have WiFiI'm assuming she didn't think of it either until she got into the unit, but I wouldn't know that for sureOnce she realized there was no WiFi, she called the new agent, the new agent contacted me, and I gave him the access code to the unit she was supposed to have with us after I contacted the owner It didn't work I tried to contacted the owner several times after that to verify the information thinking maybe we had written it down wrong, since she was unable to connect to it I continued to try to resolve the problem on my end, but had not received a call back from the owner and because it was after hours I finally left the office having left my # for the owner to confirm the WiFi infoI had forgotten to take Mrs [redacted] phone # home with me in case I found out anything later that evening Ms [redacted] had emailed me in the morning in which is when I communicated to her that there was nothing more I could do I had no other way to get her internet in the unit that we didn't rent I offered to her access to the our office computers She said she didn't want to have to come to the office to use our internet but had to be more convenient than driving to Newark Ms [redacted] indicated that she had already contacted her attorney (I think on day of her vacation) and had forwarded all of our correspondence to him She did not ask me for any compensation for her trouble....she just wanted to know what I was going to do for her and I felt I had done everything up to that point except provide her internet service which I could not do for her Even though our lease and information clearly states that internet cannot be guaranteed, (this would be with our rentals), I continued to try to get her access to WiFi from our unit and offering suggestions for HotSpot, and our office computers, but none of those options were acceptable to her, there was no longer anything else I could do to get her internet in a property that we didn't handleShe said she had already contacted her attorney and I didn't feel there was anything more I could do to make her happy I understood her frustration and certainly sympathize and feel I went above and beyond to make sure she was taken care of as quickly and as efficiently as possible She had a comparable rental all arranged before she arrived at the beach Crowley Assoc, myself and the owner forfeited all monies received by Ms [redacted] to the new rental company for the replacement property I feel what Ms [redacted] is asking for is unreasonable and I do not feel she is entitled to a refund in this situation If you need any more information or correspondence, let me know Thank you, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ***
In response to complaint ID [redacted] Tenant indicated to me that what she was most upset about was the fact that the unit had no WIFI It does not state on our lease that WiFi is provided and also states on our lease (see attached) that WiFi is not guaranteed That info is also provided in other information as well that is provided by our office to tenants In my opinion, if there had been WiFi in the new property when she arrived, this complaint would never have been made This was a unfortunate situation but I feel that I accommodated the [redacted] family quickly and efficiently and I'm sorry that she does not see is as that In my opinion, she actually got a nicer more expensive property ($200-$more) than the one we planned to have her in with the exception of not having WiFi when she arrived However, according to Ms [redacted] she was actually provided WiFi during her stay by the other real estate company so in realty was only inconvenienced for part of her stay not the entire stay Ms [redacted] is asking for a full refund which in my opinion is an unreasonable request Therefore I stand by my previous statements that I do not feel that Ms [redacted] is entitled to a refund of any amount let alone a full refund[redacted]
RE: complaint [redacted] Attention: [redacted] Regarding Complaint by [redacted] - Rental Property [redacted] June 20- In response to Ms [redacted] complaint, I understand and feel I was being sympathetic to the situation Mrs [redacted] was in, the situation and circumstances were beyond our control I feel I tried to do my best to accommodate her and make the complicated situation and transition to another property as smooth as I possibly could This has been a 'construction' project that has been on going since FebThe harsh, long winter presented unexpected dilemma's for many property owner's in the beach resort area Freezing and broken pipes presented a huge problem for many property owners and the unit that Mrs [redacted] was to occupy was one of them This 'construction' was to be completed, long before Mrs [redacted] was to arrive We had already relocated several weeks of tenants due to the delay of completion, so each week, the owner and Crowley Assochad been assured by the contractor that the work would be complete for the upcoming rentals The night before Mrs [redacted] and her family were to arrive (June 19, 2015), the owner received an email from the contractor at 7:15pm in the evening and in turn notified me via email that evening that the expected work had not been completed After several emails between the owner and myself into the evening of June and then an email to a contractor we use within our company, (so he would see it first thing in the morning), made arrangements before leaving my home for work, on the morning of June 20, and spoke with and met him at the unit/property to see if there was any way possible he would be able to complete the job that was expected to have already been completed He dropped everything and met me there on my way into work His assessment was that it was going to take more than a few hours to complete and was impossible to do before Mrs [redacted] and her family were to check-inSo I arrived at the office and immediately began the task of searching for alternative properties, and contacting owners to make sure I had something to offer and move them to before calling her Once I had several options, I called her and explained the unexpected dilemma and let her know that I had been working since I got into the office on finding other possible options prior to calling her so she was not worried about having a place to stay She indicated the pool was key and I assured her that we had made accommodations for them to still use the pool and parking if needed and apologized and believe I thanked her for understandingShe indicated she understood and what was she going to do and that stuff happens (and I was relieved that this didn't appear to be as difficult as I feared it could be) I told her she could stay stay in the original unit if she chose, but I didn't think it would be comfortable for her and her family and that if it were me, I wouldn't find it an acceptable situation but the choice was hersShe asked me to send her a link to the alternative property I had suggested and felt that is was a good alternative with the exception that there was no pool, but since she could use the pool still that it could work for her I understand that that wasn't the perfect solution, but I did feel that was an acceptable alternative given the circumstances About 20-minutes later she called me and said that was not acceptable and was now upset and wanted to know what I would do for her due to the situation she now found herself inThat was when I said ......'I knew this wasn't going to be easy and that everyone this year so far has been difficult'(meaning anyone with a situation that we were not able to accommodate the way they wanted us to) She never asked me to look outside of our company for a rental as indicated in her conmplaintWhen I realized she was so upset and not going to be happy in any another location Crowley Assochad to offer and she wanted to know what I was going to do for her, I told her 'what I can do for you is try the other rental companies in our area and see if I could find her another unit in the same building I did find one with Coldwell Banker, I looked at the pictures.....it seemed to be as nice if not nicer than the the one she was to stay in and made all the arrangements with the agent there, took a check over to pay for it in advance I sent her the link and she approved Problem was solved! All she had to do was stop at Coldwell Banker instead of Crowley Assoc., sign her lease and pick up her keys and continue to the beach for their vacation They didn't have to go out of their way at all (physically) (Coldwell Banker is just about blocks north of us- they would have had to pass them to get to us), they didn't have to deal with getting the money back from us and taking care of it with Coldwell Banker I felt the transitions was as seamless as it could possibly beThe only thing that was not covered was the fact that the new unit did not have internet It was never mentioned to me in any of the conversations that day either by phone or by emails that she required internet service After all, we had been communicating back and forth on her way down via email! She indicates in her complaint that she was told the unit had WiFi I would have told her that unit had WiFi, since I would not have known that Since she didn't ask about that, I wasn't even thinking of WiFi Not all of the units have WiFiI'm assuming she didn't think of it either until she got into the unit, but I wouldn't know that for sureOnce she realized there was no WiFi, she called the new agent, the new agent contacted me, and I gave him the access code to the unit she was supposed to have with us after I contacted the owner It didn't work I tried to contacted the owner several times after that to verify the information thinking maybe we had written it down wrong, since she was unable to connect to it I continued to try to resolve the problem on my end, but had not received a call back from the owner and because it was after hours I finally left the office having left my # for the owner to confirm the WiFi infoI had forgotten to take Mrs [redacted] phone # home with me in case I found out anything later that evening Ms [redacted] had emailed me in the morning in which is when I communicated to her that there was nothing more I could do I had no other way to get her internet in the unit that we didn't rent I offered to her access to the our office computers She said she didn't want to have to come to the office to use our internet but had to be more convenient than driving to Newark Ms [redacted] indicated that she had already contacted her attorney (I think on day of her vacation) and had forwarded all of our correspondence to him She did not ask me for any compensation for her trouble....she just wanted to know what I was going to do for her and I felt I had done everything up to that point except provide her internet service which I could not do for her Even though our lease and information clearly states that internet cannot be guaranteed, (this would be with our rentals), I continued to try to get her access to WiFi from our unit and offering suggestions for HotSpot, and our office computers, but none of those options were acceptable to her, there was no longer anything else I could do to get her internet in a property that we didn't handleShe said she had already contacted her attorney and I didn't feel there was anything more I could do to make her happy I understood her frustration and certainly sympathize and feel I went above and beyond to make sure she was taken care of as quickly and as efficiently as possible She had a comparable rental all arranged before she arrived at the beach Crowley Assoc, myself and the owner forfeited all monies received by Ms [redacted] to the new rental company for the replacement property I feel what Ms [redacted] is asking for is unreasonable and I do not feel she is entitled to a refund in this situation If you need any more information or correspondence, let me know Thank you, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ***