I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
While I finally received my deposit 48 days after move out, there are several false statements in their response. CW never spoke to me on the phone, nor did they tell me about any specific damages. That is why I repeatedly emailed them asking about the damages. She never told me she didn't work at the company when I moved in. She left out the voicemail I left on 10/13 and received no response, so I had to email her again on 10/17. I replied to her email on 10/18 asking what repairs needed to be done, and I received no response. I emailed her a second time on 10/25 and someone else in the office responded a day later saying they would make some calls and see what "they could find out". Again, I didn't hear back, so I sent another email. She never apologized for the delay. She actually sent a snarky email saying she was on vacation and then was illl. I guess they don't require staff to use auto response emails for when their staff is out for two weeks. The majority of her statements are 100% false and only serve to minimize my complaint and make it look as if they did provide good customer service. I find it interesting that they would say they finally heard back from the owner on November 8, when the letter that came with my check was dated 10/7 and stated that the house was left in "great condition". If it was noted on 10/7 that it was in great condition, why would you wait until November to send my check due to "damages". I am disappointed that they were not truthful in the situation. They had an opportunity to make it right, but chose to be dishonest to cover themselves. The false statements made in their response only strengthens my lack of respect for the company. Be honest and don't make things up when I have phone records that show they never called me and have emails that dispute what you are claiming.
Regards,
[redacted]
I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We certainly share in the vision and mission set forth by the Revdex.com. We of course aim to comply and resolve any issues that may arise. We have been...
working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. Here is the timeline of events:-The first issue with this tenant came about just after a late fee was charged for June 2015’s late rent, which was due on the 1st, was late after the 5th, and was received June 22, 2015. -We were then informed on that date that there was a leak in the guest bathroom and the floor was soft. -We immediately contacted a plumber that day. -They not only repaired a leak that had been occurring over a period of a year unreported, they also had to replace the subfloor, vinyl flooring, install a new tiled shower, faucet and drain. -The tenant stated that it had not been a concern as that bathroom was not really uses and that is why she had not reported it.-We did not hold the tenant financially responsible.-The tenant then said they were inconvenienced by this repair and wanted to move out. -The lease agreement is through 2/29/2016.-On July 16th, we offered to allow early termination with a 30 day notice and a termination fee equal to one month’s rent, which tenant rejected.-Tenant then complained of an odor and said we needed to send someone.-We immediately sent an exterminator to check/treat the house and treat for any issues. They found and removed a decomposing opossum from under the home, which was the source of the odor. -On July 23rd we received an email from the tenant that mice were now an issue.-I spoke with the technician that removed the opossum and entered into a 4-week program contract to remove the mice.-As the tenant had made it known, they must be present for anyone to enter so I made sure the exterminator had the contact information.-I received an email on August 6th that no-one had been there yet, so I spoke with the exterminating supervisor and I was told they could start Monday, August 10, 2015, which I relayed to the tenant. As the tenant had previously instructed, she had to be present for anyone to enter the home, I gave the contact information again to the vendor so that they could arrange a meeting.- On August 13, 2015 exterminating technician met with someone at the property as arranged. He left 10 bait stations and 6 snap traps within the home. He placed them everywhere there was any evidence or thought that mice had been. - On a return visit on, August 20, 2015, technician saw no new evidence of mice, and switched traps around. No traps had been tripped.- August 27, 2015 technician went to check and found a note on the door that they heard mice in a particular area. He again saw that no snap traps had caught anything and the bait still had not been touched. No new evidence of mice found. He has not found any new droppings or evidence within the home. The tech left a note for them to please call him so that they can discuss the issue and he has not received any contact to date. - There as been a little bait eaten from a bait station left outside of the home. As of now, this is the only evidence of anything; however, outside the home is not our issue. - He is scheduled to go back for another check on 9/4/2015.Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.Thank You,[redacted]Property ManagerCW Francis Real Estate
I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive to promptly resolve any issues that may arise. We have been working...
diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Wednesday, April 6, 2016- The Tenant was shown the lower unit of this building. This apartment was recently renovated and ready for move-in. Friday, April 8, 2016- Tenant submitted an application. Tenant inquired on the upper unit. We explained that it was vacant but not for rent. The upper unit was not renovated and was not yet scheduled for such work. It could be a couple of months to get all of the contractors. Tenant insisted that she would wait. She was not in a lease and was currently living with her mother so there was no rush. She absolutely wanted that apartment building and wanted the upstairs. We reluctantly agreed. Tuesday, April 13, 2016- After approval of the application, we contacted a Maintenance Contractor to schedule renovation of the upper unit and contacted a contractor for the tub to be refinished. Wednesday, April 20, 2016- Tub Contractor refinished the tub. We contacted the Maintenance Contractor to inform of progress. We contacted a Contractor to refinish hard wood floors. Wednesday April 27, 2016- Maintenance Contractor cleaned out the apartment in preparation for the hardwood floors to be refinished. Thursday, May 5, 2016- Contractor refinished all of the hardwood floors. We were advised not to walk on it until at least Monday, May 9, 2016. Tuesday, May 10, 2016- Maintenance Contractor started painting and measured for kitchen cabinets, new sink, and faucet. Friday, May 13, 2016-May 15, 2016- Maintenance Contractor installed all new cabinetry, kitchen sink, faucet, and new bathroom sink. Monday, May 16, 2016- Maintenance contractor informed that while installing the new sink, the bathroom floor looked bad. He would fix it putting in new vinyl. Spoke with Tenant and informed that she could move in May 20th or whenever she was ready. Friday, May 27, 2016- Tenant signed lease and moved into the apartment. Tenant called because she could not get the window AC to work. I went after closing to see if we could get it going before the holiday weekend. If not, we would have a better idea if it was an electrical issue or if it would need a new unit. The AC started working. Friday, June 3, 2016- Tenant filled out the move-in inspection. The only mention of a floor issue was that the bath vinyl was not glued down. Tuesday, June 14, 2016- Tenant called and reported a few maintenance issues including that the apartment door was dragging on the newly finished hardwood. We contacted the Maintenance Contractor. Thursday, June 16, 2016- Maintenance Contractor repaired issues. The Contractor leveled the door using a shim. The Contractor also left his number and told the Tenant to call if anything continued to be an issue. Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we needed to have a plumber see if there was water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th. We notified Tenant that the Plumber would be out. Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble got worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. The Tenant was present and we told the Tenant that we asked the lower unit to inform us should the bubble get worse. We needed to be sure that the leak had been taken care of and then we would schedule to have the floor repaired. If it was all resolved, the owner wished to have the Maintenance guy come back to repair the floor and complete the vinyl job correctly. We also informed the lower Tenant that we would repair the ceiling, but needed to first be sure that the leak had been repaired. The upper Tenant pointed out the door hinge to us. The owner agreed that it was just a shim to level the door. It did seem to need further adjustment and the Maintenance Contractor would do this. June 29, 2016- Contacted the Maintenance Contractor for a list of minor repairs at the whole property. He was booked and said would get to it asap. He had the Tenants information. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping, when it was noticed, and such relevant questions to relay to the Plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the 4th and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. As we keep a running record of our messages. This was the first that I was hearing of this issue and we would take care of it. I contacted the Plumber to inform them of this issue. I then contacted the Maintenance Contractor to see when it would be worked in. He apologized that he was behind due to missed time from work after the holiday for a personal emergency. He contacted the Tenant and set an appointment after hours at 7pm on that Friday, July 8, 2016. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber later notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. The Maintenance Contractor completed the list of items as scheduled and again left his number for any issues. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling would have been placed there. The previous Tenants never had any issues with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper Tenant used the shower. The accumulation of water on the floor had soaked through the subfloor. This was not a fix that can be done easily and we needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants from the lower unit had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other upper Tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at that time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor was reminded about the mailbox which he had taken the lock for repair. Thursday, July 14, 2016- The Maintenance Contractor installed the mail lock. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions. Thank you, [redacted] Property Manager CW Francis Real Estate [redacted] ###-###-#### Realtor Licensed in VA Equal Housing Opportunity
Dear Sir/Madam, I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive promptly resolve any issues that may arise. We have...
been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we need to have a plumber to see if there is water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble gets worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. We told the Tenant to inform us should the bubble get worse, to let us make sure that the leak has been taken care of and then we would schedule for repairs. We also informed the upper Tenant that we would repair the floor, but needed to first be sure that the leak had been repaired. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping when it was noticed and such relevant questions to relay to the plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the Monday, July 4, and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. This is the first that I am hearing of this issue and we would take care of it. I contacted the plumber to inform them of this issue. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling was placed there. The previous Tenants never had any issue with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper tenant uses the shower. The accumulation of water on the floor had soaked through the subfloor. We needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at the time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor had left his number should they need anything. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
In response to CW Francis, I have to disagree with the response. I don’t understand why they would say they were reluctant to give me the apartment seeing that wasn’t discussed AT ALL when the property manager advised me I could bring my deposit down to the office to secure it after being approved. I still was not satisfied with CW Francis customer service it was in fact horrible. They say that they made every effort and attempt and if that is true , the actions they conveyed did not show me at all. I feel that my apartment as well as the downstairs apartment was both ignored and it still feels that way to a certain degree. I would not make up a comment saying that the property manager was out for 3 days because of a cat, which would be frivolous; I only knew that information because it was told to me, but that is neither here nor there. Also, on the 13th I did not tell the maintenance man to just give me the supplies, I asked him was he going to stay until 6 pm because I had been in communication with the downstairs tenants he advised me that no he could not stay until 6 because it was his first night being able to get off early and he wanted to go to [redacted] with his family. He then handed me the supplies (trash bags and tape) and said I could give it to them. So what was stated in CW Francis response is definitely not the truth, and I don’t understand how she could say that seeing that she was not there when the conversation had taken place. Anyhow, on July 25 the contractors did come out and redo the flooring I am satisfied now that the flooring is completed and they did do a great job on the floor. Everything is sealed upstairs so hopefully everything will be taken care of as far as the leak. In response to making every effort in to contacting me that is not true it was getting to a point that I didn’t want to even be at the establishment anymore but what could I do? All I ask is to be respected if certain things are required from me (i.e. maintaining the apartment, paying rent on time, being a respectful neighbor) I require for work to be done and calls to be returned or answer without me calling 3-4 times to get a response. All in all, I am satisfied with the work but as I previously stated CW Francis has not given me a great first impression if someone would ask me if I recommended them I don’t think I could confidently. I am glad that the work is completed and hopefully I can have my home back without different people coming in and out.
Regards,
[redacted]
To whom it may concern:The issues were first brought to my attention in April 2017. I made a list of the items in which they wanted fixed and provided the list to a contractor that we use. He has been to the home on numerous occasions taking care of the items that were brought to our...
attention. I followed up with him this week and he said that the list was completed. They have requested reimbursement for some utility bills dating back to April 2016. There was a slow drip in one of the faucets, which has been repaired and a small gap in the bathroom window which has also been repaired. They have requested to be reimbursed for 25% of their water, electric and gas bills for 14 months. This percentage is extreme considering the problems. We are willing to reimburse up to $100 for the entire time. They have requested in excess of $400. We don’t feel that these small issues warranted this type of reimbursement. They have rejected our offer of $100 but we don’t feel that any more than that is justified.If you have questions or comments please fell free to contact me.Thanks,[redacted]Assistant Property ManagerCW Francis Real Estate###-###-#### (office)###-###-#### (cell)
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your...
reference, details of the offer I reviewed appear below.
While I finally received my deposit 48 days after move out, there are several false statements in their response. CW never spoke to me on the phone, nor did they tell me about any specific damages. That is why I repeatedly emailed them asking about the damages. She never told me she didn't work at the company when I moved in. She left out the voicemail I left on 10/13 and received no response, so I had to email her again on 10/17. I replied to her email on 10/18 asking what repairs needed to be done, and I received no response. I emailed her a second time on 10/25 and someone else in the office responded a day later saying they would make some calls and see what "they could find out". Again, I didn't hear back, so I sent another email. She never apologized for the delay. She actually sent a snarky email saying she was on vacation and then was illl. I guess they don't require staff to use auto response emails for when their staff is out for two weeks. The majority of her statements are 100% false and only serve to minimize my complaint and make it look as if they did provide good customer service. I find it interesting that they would say they finally heard back from the owner on November 8, when the letter that came with my check was dated 10/7 and stated that the house was left in "great condition". If it was noted on 10/7 that it was in great condition, why would you wait until November to send my check due to "damages". I am disappointed that they were not truthful in the situation. They had an opportunity to make it right, but chose to be dishonest to cover themselves. The false statements made in their response only strengthens my lack of respect for the company. Be honest and don't make things up when I have phone records that show they never called me and have emails that dispute what you are claiming.
Regards,
[redacted]
I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We certainly share in the vision and mission set forth by the Revdex.com. We of course aim to comply and resolve any issues that may arise. We have been...
working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. Here is the timeline of events:-The first issue with this tenant came about just after a late fee was charged for June 2015’s late rent, which was due on the 1st, was late after the 5th, and was received June 22, 2015. -We were then informed on that date that there was a leak in the guest bathroom and the floor was soft. -We immediately contacted a plumber that day. -They not only repaired a leak that had been occurring over a period of a year unreported, they also had to replace the subfloor, vinyl flooring, install a new tiled shower, faucet and drain. -The tenant stated that it had not been a concern as that bathroom was not really uses and that is why she had not reported it.-We did not hold the tenant financially responsible.-The tenant then said they were inconvenienced by this repair and wanted to move out. -The lease agreement is through 2/29/2016.-On July 16th, we offered to allow early termination with a 30 day notice and a termination fee equal to one month’s rent, which tenant rejected.-Tenant then complained of an odor and said we needed to send someone.-We immediately sent an exterminator to check/treat the house and treat for any issues. They found and removed a decomposing opossum from under the home, which was the source of the odor. -On July 23rd we received an email from the tenant that mice were now an issue.-I spoke with the technician that removed the opossum and entered into a 4-week program contract to remove the mice.-As the tenant had made it known, they must be present for anyone to enter so I made sure the exterminator had the contact information.-I received an email on August 6th that no-one had been there yet, so I spoke with the exterminating supervisor and I was told they could start Monday, August 10, 2015, which I relayed to the tenant. As the tenant had previously instructed, she had to be present for anyone to enter the home, I gave the contact information again to the vendor so that they could arrange a meeting.- On August 13, 2015 exterminating technician met with someone at the property as arranged. He left 10 bait stations and 6 snap traps within the home. He placed them everywhere there was any evidence or thought that mice had been. - On a return visit on, August 20, 2015, technician saw no new evidence of mice, and switched traps around. No traps had been tripped.- August 27, 2015 technician went to check and found a note on the door that they heard mice in a particular area. He again saw that no snap traps had caught anything and the bait still had not been touched. No new evidence of mice found. He has not found any new droppings or evidence within the home. The tech left a note for them to please call him so that they can discuss the issue and he has not received any contact to date. - There as been a little bait eaten from a bait station left outside of the home. As of now, this is the only evidence of anything; however, outside the home is not our issue. - He is scheduled to go back for another check on 9/4/2015.Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.Thank You,[redacted]Property ManagerCW Francis Real Estate
I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive to promptly resolve any issues that may arise. We have been working...
diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Wednesday, April 6, 2016- The Tenant was shown the lower unit of this building. This apartment was recently renovated and ready for move-in. Friday, April 8, 2016- Tenant submitted an application. Tenant inquired on the upper unit. We explained that it was vacant but not for rent. The upper unit was not renovated and was not yet scheduled for such work. It could be a couple of months to get all of the contractors. Tenant insisted that she would wait. She was not in a lease and was currently living with her mother so there was no rush. She absolutely wanted that apartment building and wanted the upstairs. We reluctantly agreed. Tuesday, April 13, 2016- After approval of the application, we contacted a Maintenance Contractor to schedule renovation of the upper unit and contacted a contractor for the tub to be refinished. Wednesday, April 20, 2016- Tub Contractor refinished the tub. We contacted the Maintenance Contractor to inform of progress. We contacted a Contractor to refinish hard wood floors. Wednesday April 27, 2016- Maintenance Contractor cleaned out the apartment in preparation for the hardwood floors to be refinished. Thursday, May 5, 2016- Contractor refinished all of the hardwood floors. We were advised not to walk on it until at least Monday, May 9, 2016. Tuesday, May 10, 2016- Maintenance Contractor started painting and measured for kitchen cabinets, new sink, and faucet. Friday, May 13, 2016-May 15, 2016- Maintenance Contractor installed all new cabinetry, kitchen sink, faucet, and new bathroom sink. Monday, May 16, 2016- Maintenance contractor informed that while installing the new sink, the bathroom floor looked bad. He would fix it putting in new vinyl. Spoke with Tenant and informed that she could move in May 20th or whenever she was ready. Friday, May 27, 2016- Tenant signed lease and moved into the apartment. Tenant called because she could not get the window AC to work. I went after closing to see if we could get it going before the holiday weekend. If not, we would have a better idea if it was an electrical issue or if it would need a new unit. The AC started working. Friday, June 3, 2016- Tenant filled out the move-in inspection. The only mention of a floor issue was that the bath vinyl was not glued down. Tuesday, June 14, 2016- Tenant called and reported a few maintenance issues including that the apartment door was dragging on the newly finished hardwood. We contacted the Maintenance Contractor. Thursday, June 16, 2016- Maintenance Contractor repaired issues. The Contractor leveled the door using a shim. The Contractor also left his number and told the Tenant to call if anything continued to be an issue. Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we needed to have a plumber see if there was water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th. We notified Tenant that the Plumber would be out. Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble got worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. The Tenant was present and we told the Tenant that we asked the lower unit to inform us should the bubble get worse. We needed to be sure that the leak had been taken care of and then we would schedule to have the floor repaired. If it was all resolved, the owner wished to have the Maintenance guy come back to repair the floor and complete the vinyl job correctly. We also informed the lower Tenant that we would repair the ceiling, but needed to first be sure that the leak had been repaired. The upper Tenant pointed out the door hinge to us. The owner agreed that it was just a shim to level the door. It did seem to need further adjustment and the Maintenance Contractor would do this. June 29, 2016- Contacted the Maintenance Contractor for a list of minor repairs at the whole property. He was booked and said would get to it asap. He had the Tenants information. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping, when it was noticed, and such relevant questions to relay to the Plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the 4th and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. As we keep a running record of our messages. This was the first that I was hearing of this issue and we would take care of it. I contacted the Plumber to inform them of this issue. I then contacted the Maintenance Contractor to see when it would be worked in. He apologized that he was behind due to missed time from work after the holiday for a personal emergency. He contacted the Tenant and set an appointment after hours at 7pm on that Friday, July 8, 2016. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber later notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. The Maintenance Contractor completed the list of items as scheduled and again left his number for any issues. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling would have been placed there. The previous Tenants never had any issues with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper Tenant used the shower. The accumulation of water on the floor had soaked through the subfloor. This was not a fix that can be done easily and we needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants from the lower unit had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other upper Tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at that time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor was reminded about the mailbox which he had taken the lock for repair. Thursday, July 14, 2016- The Maintenance Contractor installed the mail lock. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions. Thank you, [redacted] Property Manager CW Francis Real Estate [redacted] ###-###-#### Realtor Licensed in VA Equal Housing Opportunity
We are sending an electrician to complete the work.
Dear Sir/Madam, I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive promptly resolve any issues that may arise. We have...
been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we need to have a plumber to see if there is water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble gets worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. We told the Tenant to inform us should the bubble get worse, to let us make sure that the leak has been taken care of and then we would schedule for repairs. We also informed the upper Tenant that we would repair the floor, but needed to first be sure that the leak had been repaired. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping when it was noticed and such relevant questions to relay to the plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the Monday, July 4, and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. This is the first that I am hearing of this issue and we would take care of it. I contacted the plumber to inform them of this issue. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling was placed there. The previous Tenants never had any issue with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper tenant uses the shower. The accumulation of water on the floor had soaked through the subfloor. We needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at the time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor had left his number should they need anything. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
In response to CW Francis, I have to disagree with the response. I don’t understand why they would say they were reluctant to give me the apartment seeing that wasn’t discussed AT ALL when the property manager advised me I could bring my deposit down to the office to secure it after being approved. I still was not satisfied with CW Francis customer service it was in fact horrible. They say that they made every effort and attempt and if that is true , the actions they conveyed did not show me at all. I feel that my apartment as well as the downstairs apartment was both ignored and it still feels that way to a certain degree. I would not make up a comment saying that the property manager was out for 3 days because of a cat, which would be frivolous; I only knew that information because it was told to me, but that is neither here nor there. Also, on the 13th I did not tell the maintenance man to just give me the supplies, I asked him was he going to stay until 6 pm because I had been in communication with the downstairs tenants he advised me that no he could not stay until 6 because it was his first night being able to get off early and he wanted to go to [redacted] with his family. He then handed me the supplies (trash bags and tape) and said I could give it to them. So what was stated in CW Francis response is definitely not the truth, and I don’t understand how she could say that seeing that she was not there when the conversation had taken place. Anyhow, on July 25 the contractors did come out and redo the flooring I am satisfied now that the flooring is completed and they did do a great job on the floor. Everything is sealed upstairs so hopefully everything will be taken care of as far as the leak. In response to making every effort in to contacting me that is not true it was getting to a point that I didn’t want to even be at the establishment anymore but what could I do? All I ask is to be respected if certain things are required from me (i.e. maintaining the apartment, paying rent on time, being a respectful neighbor) I require for work to be done and calls to be returned or answer without me calling 3-4 times to get a response. All in all, I am satisfied with the work but as I previously stated CW Francis has not given me a great first impression if someone would ask me if I recommended them I don’t think I could confidently. I am glad that the work is completed and hopefully I can have my home back without different people coming in and out.
Regards,
[redacted]
Please see the attached document. Let me know should you have any further suggestions. Thank you.
To whom it may concern:The issues were first brought to my attention in April 2017. I made a list of the items in which they wanted fixed and provided the list to a contractor that we use. He has been to the home on numerous occasions taking care of the items that were brought to our...
attention. I followed up with him this week and he said that the list was completed. They have requested reimbursement for some utility bills dating back to April 2016. There was a slow drip in one of the faucets, which has been repaired and a small gap in the bathroom window which has also been repaired. They have requested to be reimbursed for 25% of their water, electric and gas bills for 14 months. This percentage is extreme considering the problems. We are willing to reimburse up to $100 for the entire time. They have requested in excess of $400. We don’t feel that these small issues warranted this type of reimbursement. They have rejected our offer of $100 but we don’t feel that any more than that is justified.If you have questions or comments please fell free to contact me.Thanks,[redacted]Assistant Property ManagerCW Francis Real Estate###-###-#### (office)###-###-#### (cell)