Affinity Property Group

Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ We were unaware of any issue with the resident and appreciate her bringing this mistake to our attentionThe tenant was mistakenly charged a late fee in October and we have removed itWe also are removed the grass cutting feeThe tenant has been in the office and is satisfied Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate their response for saying they will fix the issue but I don't except them saying they weren't aware of the situationI have my phone ledger with the days I spoke to the office,work orders on different issues with the house and emails with threatening letters to send me to collectionI did go into the office on 3/and they said they will take care of it but this was told to me back in October and nothing doneThis company needs to be investigated everytime I go in the office someone is complaining about them adding incorrect charges to their accountsIf this company is not held accountable for the stress they are putting people through my next step is to bring forth a law suit

6/22/16:The business has fixed the mold and hole in drywall since I filed my complaintIt took them a while, but I would like to mark the complaint as resolved

The tenant was provide today documentation on how to dispute her move out chargesBelow is a link to the photos that were taken from the move-out walkthroughThe assessment charges take into consideration wear and tear and the time you occupied the property https:// [redacted] /sh/tueqi28yeqzmxpr/AACd1epM2wTOS3a2NiV0y4y4a?dl= To expedited this process the tenant would need to provide specific charges that are being disputed and the evidence or documentation to support the adjustment of that charge Evidence that we would consider could include but is not limited to: Photos that are dated prior to your move in A copy of your move in assessment Proof of payment of specific charges A video of the damaged arear dated at or before your modate Receipts to show proof of repairs prior to move out (ie Carpet cleaning)

(The consumer indicated he/she DID NOT accept the response from the business.) They have not completed the issues the dishwasher and Windows are still broken

[redacted] Florissant , MO Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted] @yahoo.com I've reported for months to Affinity Property Group LLC of preexisting damages at the premises' located at [redacted] *** [redacted] This tenant moved into this home on 8/3/As of 9/3/they would have occupied this home for only monthsThey have not been in the home for months I've made the above name Company aware of exiting hazardous issues needing repairsAffinity Property Group LLC has flagrantly refused to correctly repair any issues I have informed said Company of said issuesThis resident has submitted work orders in that last months, which is excessiveIt is excessive because this home has undergone a very nice renovationOf the work orders submitted have been completed, were cancelled because they were resolved, are scheduled for completion and one is on hold until all of the bids are confirmed (See the attached spread sheet with all of the information.) See the pictures here: https:// [redacted] /_layouts/15/guestaccess.aspx?guestaccesstoken=PoKShDsCUSRJOvDX3L3Z1gdEiv5ErzDDU...⇄ They send their agents to perform work that is performed inaccurately This tenant has been called and refuses to answer our phone calls to determine what work needs to be correctedIf there was work that was completed inaccurately, it should have been noted in this Revdex.com complaintThis complaint is how the tenant is choosing to communicate with our organization, at this point Causing more damage Affinity has been experiencing a horror turn over of contractorsAffinity has 100’s of vetted contractors and each specialty issue requires different skill setsSending to this tenant’s home Plumbers, Electricians, Roofers, General Maintenance, Concrete Workers, Landscapers does not mean that we have high turnover in contractors This resident has requested service from a variety of different vendors, asking for excessive amounts of service I'm being penalized by said Company through it's mismanagement Our detailed and accurate record of the situation shows very through management of the customer’s service concerns Its been reported that every rain storm the basement flood, This work was first called in on 10/9/It was called in again on 2/10/The latest call was on 8/15/The first time this issue was called in we sent out a technician to the homeThere was nothing to correctThe basement was dry and the tenant was uncooperativeThe second time we were called out to the home we replaced a gasketCaulked the gap at the cabinet base and start of floor tile We caulked behind sink the counter top needed caulkWe adjusted rollers on closet doors in wifes bedroom and caulk the front doorBasement slider was adjusted and lock repairedWe painted about the doorThe last time we received the call about the basement we scheduled for an initial assessment the same day and completed it outUpon review of the assessment the work requires three bidsWe are attempting to complete the gathering of the three bids, while the tenant has been uncooperativeThey will not allow people in the home when they are not thereThat makes this process that much more challenging to completeIn addition, their lease gives us the permission to enter to complete this task, however we have tried to meet the customer’s needswater pour in the kitchen window ( that they have been told that the roof needs replacing ) Affinity Property Group refuseThe window leaking issue was addressed on 8/19/2016, the same day it was called in onWe installed metal to the gutters to bypass this problemThis was called in as a roof leakIn addition, we install new shingles in the damaged area of the roofThere is dead trees with branches hangingAccording to our lease, this is tenant responsibilityThey are to complete any yard workIf they would like us to complete this, they would need to call it into our office and pay for the service, up front That fall doing storms creating an hazardous environmentThe back yard need grading off for proper drainage , where it turn in to a lakeAs far as the back yard, I can neither confirm or deny the accuracy of this requestIf, when it dries outside, there is no standing water, then there is not a requirement on our part to correct this issueThe lay or slope of the land should be something this tenant confirmed before taking possession of the homeJust as we cannot reasonably change to direction the home faces, we cannot reasonably change the slope of the land I suffer monetary losses to personal property, cost of cleanup Where said Company refuse send proper sanitization agents to remove hazardsThis tenant was advised when they moved into the home to get renters insurance protection for this personal itemsThey signed off on this request per their leaseAny of their damaged items should be covered with the proper insurance policyIf they have chosen to file a claim with their insurer that is between them and their insurance If this tenant was unhappy, why did they renew their lease with us for another year, when their year was up they could have moved?

We want our customers to know we care, and we show this through our serviceWhen our service fails to meet their expectations we are very sorryWe always want the best working relationship with all residents of our homesAll maintenance concerns and issues that have been reported to our office have been rectified We are certainly concerned about any issues in the homeThe maintenance issues contained within the tenant's comments have already been addressedOur tenants are the life our business and we appreciate their feedback (WorkOrderList01-18-(1).pdf)

Initial Business Response / [redacted] (1000, 10, 2016/01/19) */ ***Document Attached [redacted] We are truly sorry that the tenant is upset and we certainly want the best working relationship with all of our tenantsI treat every collections attempt the exact same wayI have been collecting rent for over years and I have a pattern to my approachOur organization expects that rent is paid on timeWhen it is not paid on time, in full, we have a series of events that take placeWe mail the client a late noticeWe make calls attempting to collect the rentOn the 15th we file evictionsWe charge the costs of these legal fees to the tenantIt is my goal to save residents as much money through this process as possibleIt is my approach to notify the residents of what is to come if they cannot make payment that dayI can not speak to the specifics of this account, but if the tenants were behind, and received a phone call from me, it was only in an attempt to inform them and save them the most amount of money possible As for the maintenance issues, all issues that have been reported to our office have been rectifiedWe are certainly concerned about any issues in the homeThe maintenance issues contained within the tenant's comments are currently being addressedThese concerns have not been communicated to our office prior to receiving this informationOur tenants are very important to us and good customer service is very important to our office Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken to [redacted] an office staff and sent him the proof that payments were mailed one payment in the form of a money order was sent and was lost in the mail, I notified western union and they stated it takes days on a refund do to the fact they have to investigate to make sure it wasn't cash and it wasnt! So waiting on the arrival on the money order to send back to the company! And the maintenance issues with the kitchen and basement hasn't been resolved, but have called housing authority senior inspection services in regards to these issues as well

We have reviewed the submitted work orders for this resident and the original work order to repair a leak was reported 10/26/This work order was scheduled with one of our vendors on 10/26/It was reported as not complete by the resident on 11/17/and was rescheduled with a new vendor and was reported as complete as of 11/29/It was during the process of completing this work that the hole in the drywall was createdThe drywall repair request was also created and scheduled on 10/26/it was scheduled with our vendor and was reported as not complete on 11/17/The work was then rescheduled on 11/20/and the work was turned in as complete on 12/5/On 4/25/this resident reported that there was still work needed to complete the drywall repair and reported a fungal growth around multiple windows in the homeThis work order was scheduled with our maintenance tech for 4/26/and was rescheduled by the resident for 5/2/Due to availability the rescheduled time was with a vendorOn 5/3/the resident was contacted to verify that the work was completed and we were informed that the vendor was not able to make the appointmentWe are currently attempting to reschedule this work with our vendor and the residentAt this time all other work orders from this resident have been turned in as completed or are currently in progressWe will continue to work with the resident to complete the requested work

Complaint: [redacted] I am rejecting this response because:They have failed too do a complete walk thru..at the date and signed paper...waited at the property and called..no response...second attempt once finally contacted..to do another walk thru..fail too show up again..we have asked too be there for any walk thru...constantly calling..leaving messages..no return phone call..be fair in what you say...I have text messages and conversations..regarding my move..I properly put my notice in a timely manner..as asked..everything that was said for me too do..I have done..very negligence on their part..and also I have pictures as well..once I left the property!..I should not have to beg..too do a walk thru..that was assigned to do Sincerely, [redacted]

It is not often that our organization misses on a maintenance issue, but when we do, we do our best to make it right by the customerWe have contractors in the home right nowWe have given Mrs [redacted] credit for January, February, and part of March's rentIn addition all fees have been removed from the accountMrs***, if satisfied, has agreed to retract the Revdex.com complaint once the work is complete

We apologize for the delay of your refundThe attached ledger shows the amount, check number and date in which it was mailed out by Frist KeyWe at Affinity Property Group strive to get refunds out to our clients as soon as possibleUnlike all of the rest of our owners, we have no control over the refund checks being cut from this ownerHowever, please look at the bottom of your attached ledger, it shows ,8/30/Chk# [redacted] to payable, this shows that FIRST KEY has cut a check for $on 8/30/You should receive this check any day now We hope that this negative experience doesn't stop you from renting from either of us in the futurethanks, [redacted] Affinity Property Group [redacted] ***O'Fallon, MO [redacted]

Initial Business Response / [redacted] (1000, 12, 2015/12/04) */ It is my understanding that the shower is now finished, and the mold that was exposed once the base and walls were removed has now been remediatedWhile we don't agree with all of Mrs [redacted] 's timeline or details, we do agree that this was a complicated repair that took more time than we would have liked to get approved by the owner, permitted and rectifiedWe disagree that Affinity has any liability, nor that there was anything more that we as an organization could have done to push it to completion quicker We are unable to credit any rent to Mrs [redacted] without authorization from the owner's representativeWe requested a credit, twice, first on 11/and again on 11/The owner did not approve the creditThose requests are also attached The owner's stance is that Mrs [redacted] did have a working shower in her main bathroom during the time that the work was being performed on the master bathroom shower, as is reflected by the attached letter from the plumber who worked on the repairThey also contend that the process to correct the issues were made more lengthy, costly and complicated by the Stop Work Order being placed on the renovation prior to allowing us fair time to resolve it

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @myaffinityproject.com This home was purchased by the owner (we are the manager) with this tenant living in the homeThe owner has spent $5,over their two years of ownership, replacing and repairing items anytime this tenant requests work done (See attached Vendor Ledger)During Affinity's time managing the property, since this is filed against my office, we've spent $4,We took over management on May 1, Mrs [redacted] renewed her lease on 1/6/2015, to continue her previous lease which ran through 2/28/(See attached lease)As part of that lease, she initialed that she "has examined the premises and accepts the dwelling unit and finds all fixtures and devices herein in good order" (see page two of lease, highlighted)One would assume, that if Mrs [redacted] has lived in the home for years, that she understood the condition of the home at the time that she signed a new lease renewing for another year As a side note, I've included a screen shot of Mrs [redacted] 's lease charge history (attached), and her rent was renegotiated as part of her renewal in March 2014, prior to Affinity's management of the homeDuring our management, she's received no increase I've also included every work order that Mrs [redacted] has called into the office since she renewed her lease in January: -On January 5th, she called regarding an issue with her furnaceThat was sent to a licensed HVAC company who cleaned the flame sensor and resolved the issueA brand new HVAC system was installed in (attached) -On January 25th, she called in that a light in the basement was not working, so we sent out a licensed electrician the next day and resolved(attached) -On March 2nd, she called in an issue with a breaker blowingWe sent a licensed electrician to the house the same day and discovered it was due to overloading the breaker(attached) -On April 9th, she called in an issue with foundation cracks that were allowing water to penetrateWe've had an unusually high amount of rain this spring, and we can't control the weather to prevent thisA maintenance person was sent the next day and the issue resolved(attached) -On April 14th, she called in an issue with a window that needed to be sealedThis was resolved by a window specialist(attached) -On May 4th, she called in an issue with her AC unitWe sent a licensed HVAC company the same day, and they found a tripped breaker(attached) That's ALL the work orders that I have from Mrs [redacted] this yearNothing about mold, or treesI have verifiable proof that things have been resolved, along with the printout showing money spent on the homeThe last work order was called in nearly two months prior to this complaint The only issue that Mrs [redacted] has had recently is documented on the last three pages on my attachmentMrs [redacted] took it upon herself to buy a shed and withhold a portion of her June rent to reimburse herselfThis is in violation of her lease and not allowed, nor did she seek approval ahead of timeWe threatened to file eviction if her rent payment was not made in full by June 15th, and on June 12th she made the payment but with the threat that she was going to sue us If Mrs [redacted] has any outstanding maintenance issues, she should enter a work order either online through her resident portal or through the Affinity office

To Whom It May Concern:I regards to the complaint filed by Ms [redacted] , in relation to [redacted] and the charges associated with her final move out, I have supplied a copy of: - The resident's ledger showing unpaid charges- The termination letter referenced by resident- The move out statement with itemized damage charges- Memo's from our system showing conversation regarding move out- Photos from damage report (we have over 90, so I took a sampling)I understand that Ms [redacted] may not be happy with the fact that her security deposit was kept due to unpaid rent, utility and damages incurred during her stay, but the charges are all legitimate We did credit Ms [redacted] for the days of May that she did not occupy the home.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/22) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @myaffinityproject.com I can not find Ms [redacted] in our databaseAnyone who fills out an application or transacts any money with our office must first be in our database, so I'm not sure where the confusion is? Could she provide me with a property address or let us know if she used a different last name? I don't have the ability to know who to discuss this with inside our organization until I can pull her information inside our system Thanks! Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/23) */ Thank you the matter has been settled

***Document Attached [redacted] I am sending copies of emails I sent to them regarding this issuei have enclosed the payment information for the sewer bills as well as the email advising my early termination fee would be ( [redacted] .pdf)

Initial Business Response / [redacted] (1000, 7, 2016/03/08) */ Mrs [redacted] contacted Affinity Property Group via Trulia on January 24th She was interested in the home at [redacted] She has been canceled out of our system as a prospectWhen someone is not interested in our available inventory they are canceled out of our call list at that timeMrs [redacted] was contacted two times about the home by two different agentsWhen she became disinterested we canceled her prospect card Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree with the most of the statements however I was contacted times and it was the 1st time I told them I had a home and not to call meI then received another call the next dayI haven't received any calls since I have made this report however I asked the 1st time to place me on their do not call list and received another call the very next day

This has nothing to do with us- the hold up is with the Section office The home passed the municipal inspections and Ms [redacted] took her completed packet to Section on 9/ Her best option is to call her caseworker and see if she can help us speed up the process It does take longer to finalize a lease and execute a move in when housing assistance is involved, due to their approvals

Complaint: ***
I am rejecting this response because: I have not received the refund
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: None of the work orders are complete the window is still out and the door has never been replaced as far as the wasp they are inside the house siding and as a tenant I can't remove them because I don't own or is not the property manager
Sincerely,
*** ***