3Z Realty

We understand that the tenants are upset that the cable box wasn’t present at the time of move in and that the property was not as clean as they would have likedWe do understand that cleaning companies don’t always provide the level of service promised and that additional traffic to a property can cause previously cleaned areas to become dirty.The property pictures previously attached were taken upon the initial walk through with the husband shortly after handing over keys on 6/25/2015; which was before the additional cleaning service took place3Z Realty never mentioned that the property wasn’t cleaned as it was cleaned on a total of three occasions: once by the owners, secondby a cleaning company, and the third time on the afternoon of move inProperty Manager did state that the property was not up to 3Z Realty's standardsWe are confident that an agreement could have been made between tenants and owners if the tenants had informed us of the requested reimbursement prior to hiring and paying for another property cleaningThe tenants were not required to clean on their own prior to the cleaning lady arriving and husband mentioned having cleaning supplies in the car with plans to clean prior to observing property conditionThe owners paid a total of $out of pocket to take care of the areas where additional cleaning was requested and to complete the vast majority of repairs requested in prior complaints submitted via Revdex.com (invoices attached)Paragraph 15(A) of the lease states that the tenants accepted the property in “as is” condition and no requests for additional cleaning were made on visits to the property prior tomove inParagraph 15(B) of the lease agreement does state that tenants have days to make a list of damages and items in need of repair to be documented on the Inventory and Condition report; however, the Inventory and Condition report is neither a request for repairs nor a guarantee that documented issues will be taken care of Paragraph 11.B of the lease states “Before signing this lease, Tenant should determine if all necessary utilities are available to the Property and are adequate for Tenant's use.” Cable/Internet was active on the property the day of move in and a digital adapter on a television should have been sufficient to access serviceCable boxes can be picked up by tenants at the providers’ office and could have been picked up by tenants any time after move inWe don't enjoy having unhappy tenants or property owners; however, we can't make reimbursements out of owner funds without approval from owners- particularly when such reimbursements/ costs go against the terms of the leaseThe owners of this property have spent almost $4,to upgrade, clean and paint this property since Jan of and are not in a position to make allowances that aren't entirely necessary

Attached is the Property Manager’sMoCondition Report along with the Tenant Inventory and Condition Report,plus, photographs taken by Management upon the initial walk through with thetenants on 6/25/Based on the tenant’s description of the propertycondition one would envision an extremely dirty and pest infested property thatwas not well taken care ofThe Property Report and photos show no signs ofblack mold in the refrigerator or vomit on the walls, but does point out acouple of areas that Property Manager found were not up to 3ZRealty’s normalstandards.Based on the Property Manager’sobservation that the property was not as clean as it was before showings, acleaner was hired to come out the same day of move in (6/25/15)The nail holesin the dining room wall were discussed with tenant’s husband upon walk-throughand it was disclosed that pulling them out would require major dry wall repair.Tenant’s husband mentioned this being disclosed upon viewing the home on aprevious trip and came across as understandingTenant was asked if hewould like this issue addressed and he stated he could find somethingto hang over that areaThe Management Team paid for pest control totreat the property a couple of weeks prior to move in, and tenant was advisedthat dead bugs are common to be found after treatmentThe owners of this property have paidfor a total of cleaning services on top of cleaning the property themselvesand driving into town on several occasions to re-paint and pay for othersupplies and repairs (Invoices and receipts available)Given this is not abrand new property and every attempt was made to have the property in greatcondition for move in, the owners have advised Management staff that they willnot reimburse tenants for any cleaning suppliesThe cleaning supplies will beuseful to the tenant’s during their lease term and the Property Manager mustfollow the owner’s wishes Paragraph 34(B)of the lease states that it is the tenant’s responsibility to determine, beforesigning the lease, if tenant is satisfied with property conditionUpon severalviewings of the property prior to moving in, tenants did not make any complaintabout the property condition and the only inquiry was regarding approval tore-paint the propertyDespite the owners loving the paint color on the walls,permission was granted to tenants and 3Z Management personally provided thetenants with paintTenants are not charged for damage atmove out when the Property Manager has notes on file and pictures onrecord of existing issues (pictures and reports attached)3Z Realtyand the property owner will not agree to a “guaranteed full security depositrefund unless major structural damage” given this would be a violation of thelease and we must treat all tenants equally by holding onto the deposit untilmove out in accordance with the lease agreementThe light switch plate has alreadybeen screwed on and the owner paid for the items in the garage to be hauledawayThe pole described as the tenant as rusty (picture attached) is anumbrella post and was left in case the tenants wanted an umbrella;however, maintenance has been notified and was advised to remove the umbrellapostThere is no requirement that garage openers be provided to tenants and no timeframe on when this must take placeNevertheless, management staff drove out oftheir way to personally drop off the garage door openersSince tenants weren’thome they were placed in the garage and tenants were notified as soon asManagement was ableThe lease agreement states “BasicCable/Internet” included and there is a clause in the lease (B) statingtenant’s must verify before signing the lease that any utilities or servicesprovided are sufficient to tenant’s needs and wishesThe requested Standard Cableincludes the same channels that are available with current service,which is apparently unacceptable despite being the only complaint 3Z Realty hasreceived to date in regards to the cable package provided Tenants were offered an increasein service if they wanted to pay for it, which owner coordinated ontenant’s behalf resulting in tenants asking to cancel the upgrade due to thecostThe cost to upgrade was not a charge by owner or Management, but byCable CompanyDuring the last phone conversation with tenants on 7/10/2015,the tenants stated "they felt 3Z Realty was attempting to nickel and dimethem." Typically, this type of property leases for $without anybills included, so the tenants are receiving a good deal to have allutility bills paid by owner and the owner is no longer willing to negotiate anyupgrade or change to serviceDuring the same conversation withtenant on 7/10/it ended pleasantly with the understanding Property Managerwas meeting with owners that day to discuss solutions provided by Tenant and toattempt resolving complaints about the channels included with basic package.During this time negative reviews were posted on numerous websites ina very unprofessional manner stereotyping the age of 3Z Realty owners bycalling them "used to college students that are ok with having adirty place.” 3Z Realty owners and many members of the team own homes inthe same subdivision as the tenant’s rental property3Z Realty owners havelived in the subdivision for over years and also serve on theHomeowner's association board taking great pride in having top notch rentalhomes.With the exception of maintenanceemergencies, all communication is preferred in writing so there is noconfusion as to what was promised or stated over the phoneThe managementside of the business is closed over the weekend and staff is entitled to take aday offThere is no requirement to put a "vacation response" onemails as they are often checked and responded to regardless of being a daythe office is closedSince all inquiries, complaints, andmaintenance requests cannot be processed at the same time, they areprocessed based on level of priorityMaintenance requests can besubmitted 24-using the online portal and emergencies can be reported viathe portal and emergency contact number provided on the lease agreementand detailed in the mopacketThe Property Manager's personal cellphone is not to be used as the only method of communicationIt is advised toread the Tenant Handbook found on the online portal to become familiar withmaintenance procedures and other helpful informationPictures, videos, receipts, invoices,voice messages, and text messages documenting the customers complaints andlead up to complaints are available upon requestThe owner of theproperty has advised 3Z Realty to allow the tenants out of their lease if theyno longer wish to continue renting the property; in which case, the tenants willbe responsible for paying one full month of renting in order to re-lease the propertyto another tenant and will be responsible for the monthly rent untilreplacement tenants are found

Attached is the Property Manager’sMoCondition Report along with the Tenant Inventory and Condition Report,plus, photographs taken by Management upon the initial walk through with thetenants on 6/25/Based on the tenant’s description of the propertycondition one would
envision an extremely dirty and pest infested property thatwas not well taken care ofThe Property Report and photos show no signs ofblack mold in the refrigerator or vomit on the walls, but does point out acouple of areas that Property Manager found were not up to 3ZRealty’s normalstandards.Based on the Property Manager’sobservation that the property was not as clean as it was before showings, acleaner was hired to come out the same day of move in (6/25/15)The nail holesin the dining room wall were discussed with tenant’s husband upon walk-throughand it was disclosed that pulling them out would require major dry wall repair.Tenant’s husband mentioned this being disclosed upon viewing the home on aprevious trip and came across as understandingTenant was asked if hewould like this issue addressed and he stated he could find somethingto hang over that areaThe Management Team paid for pest control totreat the property a couple of weeks prior to move in, and tenant was advisedthat dead bugs are common to be found after treatmentThe owners of this property have paidfor a total of cleaning services on top of cleaning the property themselvesand driving into town on several occasions to re-paint and pay for othersupplies and repairs (Invoices and receipts available)Given this is not abrand new property and every attempt was made to have the property in greatcondition for move in, the owners have advised Management staff that they willnot reimburse tenants for any cleaning suppliesThe cleaning supplies will beuseful to the tenant’s during their lease term and the Property Manager mustfollow the owner’s wishes Paragraph 34(B)of the lease states that it is the tenant’s responsibility to determine, beforesigning the lease, if tenant is satisfied with property conditionUpon severalviewings of the property prior to moving in, tenants did not make any complaintabout the property condition and the only inquiry was regarding approval tore-paint the propertyDespite the owners loving the paint color on the walls,permission was granted to tenants and 3Z Management personally provided thetenants with paintTenants are not charged for damage atmove out when the Property Manager has notes on file and pictures onrecord of existing issues (pictures and reports attached). 3Z Realtyand the property owner will not agree to a “guaranteed full security depositrefund unless major structural damage” given this would be a violation of thelease and we must treat all tenants equally by holding onto the deposit untilmove out in accordance with the lease agreementThe light switch plate has alreadybeen screwed on and the owner paid for the items in the garage to be hauledawayThe pole described as the tenant as rusty (picture attached) is anumbrella post and was left in case the tenants wanted an umbrella;however, maintenance has been notified and was advised to remove the umbrellapostThere is no requirement that garage openers be provided to tenants and no timeframe on when this must take placeNevertheless, management staff drove out oftheir way to personally drop off the garage door openersSince tenants weren’thome they were placed in the garage and tenants were notified as soon asManagement was ableThe lease agreement states “BasicCable/Internet” included and there is a clause in the lease (B) statingtenant’s must verify before signing the lease that any utilities or servicesprovided are sufficient to tenant’s needs and wishesThe requested Standard Cableincludes the same 20 channels that are available with current service,which is apparently unacceptable despite being the only complaint 3Z Realty hasreceived to date in regards to the cable package provided Tenants were offered an increasein service if they wanted to pay for it, which owner coordinated ontenant’s behalf resulting in tenants asking to cancel the upgrade due to thecostThe cost to upgrade was not a charge by owner or Management, but byCable CompanyDuring the last phone conversation with tenants on 7/10/2015,the tenants stated "they felt 3Z Realty was attempting to nickel and dimethem." Typically, this type of property leases for $without anybills included, so the tenants are receiving a good deal to have allutility bills paid by owner and the owner is no longer willing to negotiate anyupgrade or change to service. During the same conversation withtenant on 7/10/it ended pleasantly with the understanding Property Managerwas meeting with owners that day to discuss solutions provided by Tenant and toattempt resolving complaints about the channels included with basic package.During this time negative reviews were posted on numerous websites ina very unprofessional manner stereotyping the age of 3Z Realty owners bycalling them "used to college students that are ok with having adirty place.” 3Z Realty owners and many members of the team own homes inthe same subdivision as the tenant’s rental property3Z Realty owners havelived in the subdivision for over years and also serve on theHomeowner's association board taking great pride in having top notch rentalhomes.With the exception of maintenanceemergencies, all communication is preferred in writing so there is noconfusion as to what was promised or stated over the phoneThe managementside of the business is closed over the weekend and staff is entitled to take aday offThere is no requirement to put a "vacation response" onemails as they are often checked and responded to regardless of being a daythe office is closedSince all inquiries, complaints, andmaintenance requests cannot be processed at the same time, they areprocessed based on level of priorityMaintenance requests can besubmitted 24-using the online portal and emergencies can be reported viathe portal and emergency contact number provided on the lease agreementand detailed in the mopacketThe Property Manager's personal cellphone is not to be used as the only method of communicationIt is advised toread the Tenant Handbook found on the online portal to become familiar withmaintenance procedures and other helpful informationPictures, videos, receipts, invoices,voice messages, and text messages documenting the customers complaints andlead up to complaints are available upon requestThe owner of theproperty has advised 3Z Realty to allow the tenants out of their lease if theyno longer wish to continue renting the property; in which case, the tenants willbe responsible for paying one full month of renting in order to re-lease the propertyto another tenant and will be responsible for the monthly rent untilreplacement tenants are found

Attached is the Property Manager’sMove-In Condition Report along with the Tenant Inventory and Condition Report,plus, photographs taken by Management upon the initial walk through with thetenants on 6/25/2015. Based on the tenant’s description of the propertycondition one would envision an extremely...

dirty and pest infested property thatwas not well taken care of. The Property Report and photos show no signs ofblack mold in the refrigerator or vomit on the walls, but does point out acouple of areas that Property Manager found were not up to 3ZRealty’s normalstandards.Based on the Property Manager’sobservation that the property was not as clean as it was before showings, acleaner was hired to come out the same day of move in (6/25/15). The nail holesin the dining room wall were discussed with tenant’s husband upon walk-throughand it was disclosed that pulling them out would require major dry wall repair.Tenant’s husband mentioned this being disclosed upon viewing the home on aprevious trip and came across as understanding. Tenant was asked if hewould like this issue addressed and he stated he could find somethingto hang over that area. The Management Team paid for pest control totreat the property a couple of weeks prior to move in, and tenant was advisedthat dead bugs are common to be found after treatment. The owners of this property have paidfor a total of 2 cleaning services on top of cleaning the property themselvesand driving into town on several occasions to re-paint and pay for othersupplies and repairs (Invoices and receipts available). Given this is not abrand new property and every attempt was made to have the property in greatcondition for move in, the owners have advised Management staff that they willnot reimburse tenants for any cleaning supplies. The cleaning supplies will beuseful to the tenant’s during their lease term and the Property Manager mustfollow the owner’s wishes.  Paragraph 34(B)of the lease states that it is the tenant’s responsibility to determine, beforesigning the lease, if tenant is satisfied with property condition. Upon severalviewings of the property prior to moving in, tenants did not make any complaintabout the property condition and the only inquiry was regarding approval tore-paint the property. Despite the owners loving the paint color on the walls,permission was granted to tenants and 3Z Management personally provided thetenants with paint. Tenants are not charged for damage atmove out when the Property Manager has notes on file and pictures onrecord of existing issues (pictures and reports attached). 3Z Realtyand the property owner will not agree to a “guaranteed full security depositrefund unless major structural damage” given this would be a violation of thelease and we must treat all tenants equally by holding onto the deposit untilmove out in accordance with the lease agreement. The light switch plate has alreadybeen screwed on and the owner paid for the items in the garage to be hauledaway. The pole described as the tenant as rusty (picture attached) is anumbrella post and was left in case the tenants wanted an umbrella;however, maintenance has been notified and was advised to remove the umbrellapost. There is no requirement that garage openers be provided to tenants and no timeframe on when this must take place. Nevertheless, management staff drove out oftheir way to personally drop off the garage door openers. Since tenants weren’thome they were placed in the garage and tenants were notified as soon asManagement was able. The lease agreement states “BasicCable/Internet” included and there is a clause in the lease (34 B) statingtenant’s must verify before signing the lease that any utilities or servicesprovided are sufficient to tenant’s needs and wishes. The requested Standard Cableincludes the same 20 channels that are available with current service,which is apparently unacceptable despite being the only complaint 3Z Realty hasreceived to date in regards to the cable package provided.  Tenants were offered an increasein service if they wanted to pay for it, which owner coordinated ontenant’s behalf resulting in tenants asking to cancel the upgrade due to thecost. The cost to upgrade was not a charge by owner or Management, but byCable Company. During the last phone conversation with tenants on 7/10/2015,the tenants stated "they felt 3Z Realty was attempting to nickel and dimethem." Typically, this type of property leases for $1350 without anybills included, so the tenants are receiving a good deal to have allutility bills paid by owner and the owner is no longer willing to negotiate anyupgrade or change to service. During the same conversation withtenant on 7/10/2015 it ended pleasantly with the understanding Property Managerwas meeting with owners that day to discuss solutions provided by Tenant and toattempt resolving complaints about the channels included with basic package.During this time negative reviews were posted on numerous websites ina very unprofessional manner stereotyping the age of 3Z Realty owners bycalling them "used to college students that are ok with having adirty place.” 3Z Realty owners and many members of the team own homes inthe same subdivision as the tenant’s rental property. 3Z Realty owners havelived in the subdivision for over 5 years and also serve on theHomeowner's association board taking great pride in having top notch rentalhomes.With the exception of maintenanceemergencies, all communication is preferred in writing so there is noconfusion as to what was promised or stated over the phone. The managementside of the business is closed over the weekend and staff is entitled to take aday off. There is no requirement to put a "vacation response" onemails as they are often checked and responded to regardless of being a daythe office is closed. Since all inquiries, complaints, andmaintenance requests cannot be processed at the same time, they areprocessed based on level of priority. Maintenance requests can besubmitted 24-7 using the online portal and emergencies can be reported viathe portal and emergency contact number provided on the lease agreementand detailed in the move-in packet. The Property Manager's personal cellphone is not to be used as the only method of communication. It is advised toread the Tenant Handbook found on the online portal to become familiar withmaintenance procedures and other helpful information. Pictures, videos, receipts, invoices,voice messages, and text messages documenting the customers complaints andlead up to complaints are available upon request. The owner of theproperty has advised 3Z Realty to allow the tenants out of their lease if theyno longer wish to continue renting the property; in which case, the tenants willbe responsible for paying one full month of renting in order to re-lease the propertyto another tenant and will be responsible for the monthly rent untilreplacement tenants are found.

Complaint: [redacted]
I am rejecting this response because:The realtor admitted in the complaint that the cleaning was not done even though they showed pictures of the unit looking clean.  Attach is a picture of what the master toilet looked like at move-in.  My husband and my mother-in-law cleaned the whole place accept for the stove and freezer (realtor cleaning services cleaned stove and freezer) because movers where coming in that same day.  We would like to be reimburse for cleaning supplies which came to about $50. As part of the contract, addendum, We had three days to make complaints of things that were not done.  Cable boxes did not arrive until July 9th.   We would like to be reimburse for non services during the time between June 25th-July 9th.  Even though my husband ask for a DVR, that should not have stop the realtor from making sure there was working cable in the unit.  The Time-Warner office is a mile from the unit and they give boxes away to the owner or realtor of the unit.
Regards,
[redacted]

We understand that the tenants are upset that the cable box wasn’t present at the time of move in and that the property was not as clean as they would have liked. We do understand that cleaning companies don’t always provide the level of service promised and that additional traffic to a property can cause previously cleaned areas to become dirty.The property pictures previously attached were taken upon the initial walk through with the husband shortly after handing over keys on 6/25/2015; which was before the additional cleaning service took place. 3Z Realty never mentioned that the property wasn’t cleaned as it was cleaned on a total of three occasions: once by the owners, secondby a cleaning company, and the third time on the afternoon of move in. Property Manager did state that the property was not up to 3Z Realty's normal standards. We are confident that an agreement could have been made between tenants and owners if the tenants had informed us of the requested reimbursement prior to hiring and paying for another property cleaning. The tenants were not required to clean on their own prior to the cleaning lady arriving and husband mentioned having cleaning supplies in the car with plans to clean prior to observing property condition. The owners paid a total of $195 out of pocket to take care of the areas where additional cleaning was requested and to complete the vast majority of repairs requested in prior complaints submitted via Revdex.com (invoices attached). Paragraph 15(A) of the lease states that the tenants accepted the property in “as is” condition and no requests for additional cleaning were made on visits to the property prior tomove in. Paragraph 15(B) of the lease agreement does state that tenants have 3 days to make a list of damages and items in need of repair to be documented on the Inventory and Condition report; however, the Inventory and Condition report is neither a request for repairs nor a guarantee that documented issues will be taken care of.  Paragraph 11.B of the lease states “Before signing this lease, Tenant should determine if all necessary utilities are available to the Property and are adequate for Tenant's use.” Cable/Internet was active on the property the day of move in and a digital adapter on a television should have been sufficient to access service. Cable boxes can be picked up by tenants at the providers’ office and could have been picked up by tenants any time after move in. We don't enjoy having unhappy tenants or property owners; however, we can't make reimbursements out of owner funds without approval from owners- particularly when such reimbursements/ costs go against the terms of the lease. The owners of this property have spent almost $4,000 to upgrade, clean and paint this property since Jan of 2015 and are not in a position to make allowances that aren't entirely necessary.