AFC Realty & Management Inc

Initial Business Response /* (1000, 6, 2015/12/03) */
Ms*** move in on 9-25-2015, and on 10-12-she reported a problem with the toilet not flushing properlyWe issued a work order to our vendor, who contacted her to schedule an appointmentUnless the matter is an emergency, residents
need to make appointments/arrangements during business hours, but Ms*** did not do thisInstead she insisted on an after hours appointmentAlthough our vendor is NOT required to agree to after hours appointments, he was trying to accommodate her, and told her he would check the schedule and call her backAccording to his records he did call back and leave a message, but for unknown reason Ms*** did not receive said message
On 11-11-2015, Ms*** called to check status on the toilet repair, and also notified us that the furnace was making loud noises and produced less than desired heatOn the same day, our maintenance manager contacted the vendor for a status update, and also added the furnace service request to the orderOur vendor was finally able to make an after hours appointment on 11-17-and the repairs were completed at that timePlease see invoice attached
Initial Consumer Rebuttal /* (2000, 8, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that Mediation is necessary
Regards,
*** J***

It has come to our attention that Ms*** and Ms*** have requested this file be re-opened, although I do not see any new or different requests or desired solution in their letter I have once again reviewed the charges assessed to their security deposit, and I have compared with the original move in reportAt this time I have not found anything that shows why any of the charges should be reversed and additional refund issued, so my previous answer remains intactHowever, my previous offer also still stands - if residents are able to show proof that any of the damages existed at the time of move in, I will be happy to re-***luate again Sincerely,*** ***Property ManagerAFC Realty & Management, Inc

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .***, and find that Mediation is necessary
Thank you

Complaint: [redacted]
I am rejecting this response because AFC has switched their responses back and forth.  They refuse to refund the deposit because the said they used the funds to replace mini blinds, light bulbs, door stops, towel rack, outlet cover door bell and bifold door.  When I asked them for receipts they provided none.  In their second response to add $180.00 indicating it was for touch-up paint.  Still, they refused to provide and receipts for the purchases they claimed to have made with the refund.  Their are responsible to provide proof and documentation for their claims. It is very clear to me from the information they provided that there were no damages to the property; rather normal wear and tear and prep-work completed before renting out a unit.  Three people saw the unit and confirmed that the unit was clean, no damages and took pictures (videos) of the unit.  Unfortunately, I have had a very difficult time accessing by Revdex.com claim online, submitting support, etc.
Sincerely,
[redacted] J. [redacted]

This resident is correct, after a one year tenancy they are entitled to a certain amount of normal wear and tear. This includes some touch up painting, cleaning of carpet traffic areas and some light touch up cleaning to get a rental home ready for the next tenant. However, “normal wear and tear”...

does not include damage to the property or missing or burned out items such as light bulbs or missing door stops. This townhome had undergone extensive work prior to this residents move in, and was in very good condition at the time they took possession. What I found after their move out was well beyond normal wear and tear. The mini blinds were broken and stapled back together. Light bulbs were burned out and the lease specifically requires tenants to replace light bulbs throughout their tenancy. Door stops were missing and a towel rack was broken. The home was left very dirty, again well beyond normal wear and tear. Finally, there were several scratches/gouges in the stair handrail, possibly from furniture being dragged on it. I have attached a copy of the invoice for the replacements made, as well as a copy of the cleaning invoice. I have also attached several pictures, showing the condition of the townhome after the move out. You will notice that we paid our contractor for touch up painting throughout, but did not hold the resident responsible for any portion of that cost. I initially intended to hold them responsible for the repair or replacement of the stair handrail, but as it turns out, our contractor was able to sand it down and just paint over the scratches, and because the cost was included in the touch up paint cost, I opted not to charge the tenant for that damage. I also feel that it would have been fair to hold this tenant responsible for a portion of the general cleaning cost (specifically kitchen and bathrooms), but after discussion with the property owner he chose to absorb the total cleaning cost of $350.00. Ultimately, the resident was only charged for the actual replacements made, and at this time I do feel those charges are completely fair and I’m not issuing any additional refund. However, if they are able to show sufficient proof that any of the damages existed prior to them taking possession, I’m absolutely willing to re-[redacted]luate. Sincerely, [redacted]
Property Manager

I have received and reviewed the additional info from the tenant (pictures). The pictures are very small and hard to see, but they are also a moot point. The tenant claims they show the unit clean, but the tenant was NOT charged for cleaning so the pictures has no bearing on this matter.The items charged for are DAMAGED, NOT normal wear and tear. I have indeed provided copies of our contractor invoices, they are available on this site. I had tried to submit my photos as well, but my file was too big and would not upload. However, since the tenant sent the original letter directly to our office as well, I also sent my original response directly to them - that response included both copies of the invoices and copies of all photos. Final answer - the Security Deposit Disposition will not be adjusted, and there will not be any additional refund issued.

Initial Business Response /* (1000, 6, 2015/12/28) */
This resident vacated their rental home on 9-30-2015. Per our lease, we have up to 60 days to process the security deposit, and issue a refund check if one is due. Shortly after resident had vacated, I spoke with them by phone to let them know...

the outcome of the move out inspection. At that time, I also informed them that I would need to get a forwarding address for their deposit refund and we also discussed the allowed time frame for the refund to be issued.
On XX-XX-XXXX I processed their security deposit, and the refund check was sent via USPS on 11-18-2015. At that time, I still had not been given a forwarding address for this resident, and by law I must send it to the last known address which is the property they recently vacated.
Shortly thereafter, the resident contacted me with a new address, and I informed them the check was already mailed. The resident then told me they had neglected to leave forwarding orders with the postal service, and requested that I void and re-issue the check. I told them that per our office policy, the check must be missing 30 days before I can do so. I encouraged the resident to contact me again, if by chance they still had not received it after 30 days. On or around 12-11-2015, I received a few messages from the resident, that they still had not received the check. On 12-17-15, I made sure the check had not been cashed, issued a Stop Pay order and cut a new check and send out via mail. I notified the resident that the new check was in the mail to their new address. The next morning, I received this complaint via e-mail and at that time the matter was already taken care of.

Complaint: [redacted]
I am rejecting this response because: The attached video/pictures submitted to [redacted]@denver.Revdex.com.org on January 22, 2016 in support of my case clearly shows that the unit, kitchen, bathrooms, bedrooms and throughout the unit was cleaned.  It shows the mini-blinds in tact.  AFC Realty has not provided any actual receipts for items they said they use our refund balance to purchase.  Items they claimed to have purchased were mini blinds $240, Light bulbs $15, Door stops $15, towel rack $50, outlet cord $5, door bell $60, bi-fold door laundry $40.  All these items if purchased brand new would be 100% depreciated with one years time and have a zero asset value, so the idea that they had to replace it after a year doesn't mean that we should have to pay for them. In addition, these are normal wear and tear costs that the property owner absorbs as part of their business expense of renting the property and getting it ready for the next occupant.  I never agreed to pay for the property owner normal wear and tear costs or prep work needed to get their unit rented so I want my refund back.  I am not paying for costs that they are offsetting against their rental property income.  It does not appear that [redacted] at Revdex.com provided AFC Realty the video/pictures of the condition of the property taken on the last day of the lease which shows the bathrooms, bedrooms, kitchen and other areas of the unit was clean.  The video of the kitchen shows that the entire kitchen was cleaned.  The mini blind was intact.  I am refuting the claims made by AFC Realty especially when they installed inferior products in their unit and expect to bill the renters to replace for their next occupant.  Please take a look at our history with this company; as this is our second claim against them.  They allowed us to wash dishes out of a rusty dishwasher, they only changed it after one of their technicians came out and saw the condition of the dishwasher and complained to them.  We stayed in the unit during the Summer close to 100 degrees in the heat while the air condition unit cord had ice built up on it and they refuse to fix it.  They charged us for items that were not in our lease agreement and we had to get if refunded by filing a claim with Revdex.com. I would appreciate any assistance in making sure they refund the balance $475.00 last year.                Thanks, [redacted]  Sincerely,
[redacted] J. [redacted]