Affinity Property Group

Initial Business Response /* (1000, 5, 2015/12/22) */
Ms*** turned in her keys to us, thus ending her lease term, on 11/14/A Move Out Statement was mailed to her on 12/9/It outlined the charges assessed against Ms***'s deposit and is attached to this response also
Once we
received this complaint, we also emailed a copy to Ms***
It does appear that Ms*** called our offices and requested to speak to *** on 12/21/He was in fact absent on that dayHere are the notes from our call center representative regarding the call:
"12/21/Ms*** requested to speak with *** regarding her deposit refundI told her that he had a vacation day today but would be back tomorrow and to call around 9:a.m(she had already stated that her calls were not getting returned, therefore I asked that she call instead of *** calling her)She said fine and hung upLater she called in yelling at me for giving her the run around because :redacted, another call center representative: told her that *** adopted a baby on Friday and now I tell her that he left town todayI stated that I would not discuss his personal life, did not say that he left town, I stated that he had a vacation day and was not in the office todayShe stated again that she was getting the run around, wanted her money, and is coming in tomorrow with her lawyerShe then hung up the phoneAB"
While I appreciate that Ms*** is frustrated that *** was not in office for two days while experiencing the birth of his newly adopted daughter, I stand by the decision to allow him those daysShe was able to communicate with two other people in office during his absence, had her move out statement inside the time allowed by Missouri Law and is not owed a refund

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myaffinityproject.com
Mrs*** moved into the home on 1/30/2014, and her move in checklist is attachedAs you can see, there are only minor issues
notatedThe home was in very nice condition when she took possession
I've next included the ledger showing all of the money spent on renovations and maintenance to this home since the owner purchased it shortly before Mrs*** moved inThey've spent $23,in improvements to the houseI've highlighted the paid invoices associated with the work orders for basement leaks
Following that are the only three work orders that Mrs*** has called in pertaining to a leaky basementThe first was on 8/25/At that time our maintenance teams checked for mold and sealed the cracksThat invoice is listed on the Vendor LedgerThis resolved the water issue until the next call from Mrs***, which was 4/7/We've had record rainfall this spring and summer, and have had several situations where otherwise dry basements have shown some moistureOur maintenance worker notated that the water was running over the gutter due to a clogged downspout, causing the basement moistureHe cleaned the gutter and extended the downspout to push water further from the foundationWe didn't get any more calls about moisture in the basement until 6/18/That was resolved on 6/29/2015, although the invoice was not entered on the date that I pulled the ledger report
As an additional note, Mrs*** renewed her lease for an additional year on 2/1/It seems a good case that she would not choose to stay in the home if it was causing her the headache and health issues that she claimsThat is also attached
In managing so many homes, what we have found is that often tenants will begin to use maintenance issues as a convenient excuse to try to counteract our attempts to collect rent, when financial difficulties ariseThat appears to potentially be the case with Mrs***I've attached a printout of her resident page in our management software, showing that Mrs*** has been late on her rent times and has had two NSF's- one in late May and one in June, the week prior to this complaintHer ledger shows that we wrote off three late fees on 12/31/2014, in efforts to try to help Mrs*** catch up, but she is currently $1,behind and is now in evictionThere is also a copy of a notation to her account, regarding a collection call that was placed to Mrs*** the day prior to her filing this complaint

We have spoken with Ms*** and feel that we can resolve her issue rather quicklyThe Ms*** will receive her refund and we are parting on good termsWe did miss the signature on the initial refund check and have had a new check reissuedWe made sure it was signed for herAfter
speaking with her by phone she explained that she my have posed this complaint a bit too quick out of frustration with this processShe is now very happy that she has been heard and how easy it was to rectify the complaint with our organization

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meToday I made the trip to the company in regards to the issues and the issue for the month of April was resolved accordinglyHowever in regards to the citation issued by the City of Ferguson is false, I personally went to the Public Works Department in regards to any citations issued to the property and the representative said that there were none during the time I occupied the unitThis point can be proven it's a matter of public recordsThis just explains some inconsistencies that Affinity Properties needs to work onIn regards to the phone technical difficulties at the office, notice to the residents would have been a professional courtesyGranted the trip to the office is only 30min away, that decision could have been made months ago if giving notice of the phone technical difficulties
Sincerely,
*** ***

They have not resolved the issues with the dishwasher or Windows they have fixed the bathroom floor but nothing else and they keep giving us the run around on she they will be fixed I have contacted them again with no response I can forward the email chain to you if need be

Initial Business Response /* (1000, 7, 2016/03/04) */
I have attached a number of documents and photos that provide documentation as to the charges that the tenant was assessed at move outThe complaint appears to be about the damage charges, our record-keeping, providing notification about the
walk-through, and the msd billsHer damages were assessed accuratelyThe tenant provided me initially an email of complaint and I reviewed all of her move out charges to ensure she received an accurate assessmentYou can see from the email attached and the damage assessment that she was assessed $I have included the link to her move in photos and damage photos for your review
*** (Move in Photos)
*** (Damage Photos)
As for our record keepingI have attached a number of records for your review: All of the email communication, the lease, the move in assessment, the photos before and after, the damage assessment, A copy of all of the MSD bills in question and the work order log for her home
As for the notification to the inspection, the tenant attended because of the tenant vacating statement that was mailed to her
As for the MSD bills I have attached a copy of all MSD mills and her ledgerThe tenant's MSD bill was actually $8/31-9/for 9/- 10/31, the tenant was only charged from 8/-9/and from 9/- 10/Her lease attached obligates this tenant to the MSD bill
Lastly, her move out statement did have things that were crossed off with a penThey are manual adjustments to the tenant's favor, this way we could get her move out money back to her quickly

This home passed inspection and the applicants were able to take possession of the homeThey were called on 8/30/and confirmed their move in date of 8/31/We offered them $as a concession and they agreed that the $was sufficientOn the day of move in they wanted more
of a concession than we had already agreed to the day priorWe were unwilling to offer any more of a concession than the $At that point they requested their money backWe have submitted the proper paperwork to the owner to refund the applicants moneyWe have a signed agreement stating that once the home passes inspection they can no longer receive the $non-refundable hold fee backWe will not be able to refund the application fees either as they were screen and approved for a home with us

Initial Business Response /* (1000, 7, 2015/11/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myaffinityproject.com
My first attachment is an article printed from Yahoo news, stating that BLT Homes, a privately held equity firm based out of
Stamford, CT, represented by *** *** III (the CEO and Chairman), sold it's portfolio of 4,homes to Cerberus Capital Management LPCerberus is one of the largest private investment firms in the worldAffinity Property Group is a local management company based in O'Fallon, MO that MANAGES the homes- we don't own themAny approval to do repairs to Ms***'s home must come from the ownerThat's not Affinity
My second attachment is the series of emails exchanged with Ms***When remove all of the accusations and timeframes that she gave (which we do not agree with), the complaints that Ms*** has voiced that are not rectified to her satisfaction today as indicated in her Desired Resolution to this complaint are,
"I want affinity to do what they said that there were going to do, and fix items properly an have a permit from florrisant for a electrican to come and do things properly and have the shower head put up that professionaly, light fixtures in the room"
The email correspondence proves that we DID go above and beyond the terms outlined in the lease agreement to ATTEMPT to make Ms*** happyShe wanted to dictate how the owner chose to resolve the complaint, attempting to demand that they invest money into improvements that were never a part of her negotiated lease, nor were the approval of those improvements something that Affinity had any control over
Ms*** emailed us on October 18th, requesting that we
a) Fix her garbage disposal
b) Repair the wood base under her kitchen sink
c) Repair the wood base under her bathroom sink
d) Reglaze the tub
e) Install a 220V electrical outlet for her dryer
f) Install door stops
g) Fix garage door
h) Repair stove broiler
i)Repair refrigerator
She later added
j) Install a shower head in an existing tub
Ms*** and I had two conversations after I received the email, in which she indicated that she understood that some of those items would be considered tenant damage, and that we could repair them but at a cost to her (please see third attachment- lease agreement, move in walkthrough form and occupancy permit)The outstanding items that she wanted addressed were to repair the cabinet bases under the kitchen and bathroom sinks, install a shower head in one of the bathrooms in the home, which had a tub spigot only, and provide a 220V outlet to the laundry roomThe home was set up for a gas dryer and not an electric dryer, and Ms*** has an electric dryer
I sent one of our maintenance technicians to the home to give us a proposal to have the work completedI told her that I felt that installing new plywood bases to the cabinets would not be a problem, but that installing a shower head would potentially mean tearing down an existing wall, removing and replacing tile and pulling a permit, and that it may be cost prohibitiveI told her that the cost to run the electrical line to the dryer could also be cost prohibitive, and that she rented the home in it's current conditionMeaning that providing those items was never a part of the agreement between the owner and Ms***
On October 23rd, Ms*** sent another email (included), making demands as to which contractor we used to do the repair workAgain, that decision is determined by the owner who is footing the bill, and not Ms***In my reply, also on October 23rd, I reiterated a previous offer that a supervisor from my company would be happy to accompany the repair person to Ms***'s residence, to ensure that the maintenance worker wasn't "rude" to herI reminded her that we were "doing the BEST that we can to resolve these problems for you, but the condition of these items have not materially changed since your lease began nor do they violate the terms of our lease agreement" (attached)
On October 24th, Ms*** responded via email (attached) in an argumentative fashion, making more demands and threatening to file complaints with Florissant, the Revdex.com, the Attorney General, an attorney and the media if we didn't meet her demands
We did get approval to fix both sink bases, and that work was completed as indicated in Ms***'s desired resolution to this complaintWe were given approval to install a commercially purchased shower head system made specifically for homes with a tub and no shower, in which a diverter is attached to the tub spigot and a mount is affixed to the tub wall to bring water from the spigot the shower headThis eliminated the need to knock out the entire tub wall to redo the entire internal plumbing supplying the bathroom tubAdditionally, the owner agreed to purchase for Ms*** a gas dryer, that they would own and service, so that she would have access to a dryer without having to purchase one that was compatible with the homeThis decision was based upon the recommendation of a licensed electrician that inspected the homeTo supply a 220V outlet in the laundry room of Ms***'s home, we would have to bring in a whole new electrical panel and more electrical service, as her existing panel is fullAdditionally, we would have to run the electricity along the entire length of the home, through a finished basement (meaning we would have to cut out and repair a significant amount of the finished ceiling) due to the panel being on one end of the home and the laundry room on the otherThis was neither financially feasible nor would it have been conducive to having a tenant occupy the home during the lengthy repair processWe all felt providing her with an appliance at no cost to her was a reasonable and very fair solution, especially in light of every occupant of the home since it was built in having to use the electric line to run a dryer (and use a tub diverter, as there had never been a shower in that bathroom)
We purchased, had delivered and set up a gas dryer and installed the shower head
On October 28th, I received another contentious email from Ms***, asking that we pick up the dryer because it was not drying her clothes and give her a 220V plug, and that the shower head installed was unattractive and she wanted it done differentlyI responded the same day and told her the appliance was under warranty and that we would be happy to have the supplier take a look at it, as it worked fine prior to them leaving it in the homeEarlier that day she had declined their service callOn October 30th, she sent an email telling us to come pick up the dryerAll of these are attached
We have repeatedly attempted to provide Ms*** with workable solutions, but she is demanding improvements that we neither can approve nor are realistic, not to mention are not at all in keeping with the terms of her lease agreement with the owner
Ms*** also fails to mention that there have been a very high number of items damaged during her tenancy that are her responsibilityThe home she occupies was renovated prior to her tenancy, it passed all municipal occupancy inspections just two weeks prior to her moving in and her own move in walk through validates that the problems were not present when she took possessionThere is a level of personal responsibility needed when a tenant lives in a rental home, to keep things in workable condition or be held responsible for their repair, that Ms*** is failing to understandHer lease is very clear on this, and I've attached that in the third group of attachments, along with the move in form and her occupancy permit
The last email that I've provided is from November 9th, where Ms*** informs us that she will be late on her rent (it's still outstanding) but again demanding that we fix items that were working properly at the time that she took possession
To sum all of this up and directly address Ms***'s Desired Resolution from this complaint, we will not hire an electrician to install a 220V plug for her dryerMs*** rented a home with a gas dryer hookup and she will have to utilize thatWe will not tear out the wall and run plumbing to a shower headShe rented the home without light fixtures in the bedrooms and those will not be providedWe will continue to provide what the lease terms indicate, and handle any repair needed to ensure her enjoyment of the home, as indicated by her lease, for the remainder of her tenancy

Ms*** was already a resident of this home when Affinity assumed the management responsibilities. As thus, we did not oversee any repair work prior to her occupancy nor can we make any statements as to the condition of the home when she moved in, save for the lease that she signed, which
is attached. In this lease, Ms*** affirms, in Section 6, that she has inspected the home and confirms that it is in good condition. She also agrees that no promises to alter or improve the home beyond the condition accepted at move in have been made.Most of the repairs Ms*** is requesting would fall under the category of "improvements"- new windows, a new roof, remodeling the bathroom and a new AC- and these are not things that we as managers can approve to be done without the owner's approval.What Ms*** failed to say is that she is currently in eviction with a court date later this month due to non-payment of rent, and is currently carrying a balance of $1,479.76, comprised of August and September rent, along with unpaid utility charges and late fees. She also fails to include the vast number of work that she has requested since our management commenced, related to damages incurred during her occupancy. Additionally, the home is rented to her well below what other homes in her neighborhood with newer renovations are leasing for. Ms*** pays $monthly. We manage other homes in this neighborhood and our average rent for this floorplan is $1125. Clearly, Ms*** can not expect a home with those amenities- newer windows, newer systems, remodeled bathrooms, be leased to her at a 25% discount. Regarding the windows, Ms*** certified them as being in working order when she took occupancy. We repaired the windows but were not authorized to replace them by the ownership group. There was no charge to Ms*** for damages.Regarding the roof, We hired a company to repair the roof in May and there have been no further issues reported since the work was complete. No new roof has been approved by the owners at this time.Regarding the charge to replace the lightbulbs, this is true. We did charge her to replace the bulb, but not related to the sockets as she stated. She reported that her front porch light was not working and we asked if she had replaced the bulb. She stated that she had. When our vendor showed and replaced the bulb, it worked. Her lease clearly states that regular maintenance is her responsibility. We charged her the fee charged to us without markup.Regarding her AC, periodic charging of the system is standard. This work was performed when requested by a licensed HVAC contractor who has done work for us for years, and has no pay issues. The owner did approve a bid for a new AC install on 9/9, however the repair was resolved prior to this and the decision to replace the AC was based upon the age and likelihood of continued maintenance costs. As I stated earlier- the owner purchased this asset and we assumed management with Ms*** already occupying the residence and therefore had no prior knowledge of the age of the mechanical systems.Regarding the last line of Ms***'s complaint, she is welcome to turn in her keys and break her lease, if she is unsatisfied with our company. I find it interesting, that she has not taken us up on this option even after delivering multiple "pay or vacate" notices and court summons to her since we filed eviction proceedings on 8/16/2016, more than a month ago. We are open Monday- Friday from 8:am to 7:pm and Saturday from 10:am to 4:pm, if she decides she really would like to pursue that option before we require it

I just called the local Revdex.com office and was advised to respond to the complaint via this email since your online system is currently down. I have attached a list of pertinent documents, including: -A copy of the lease agreement with all addendums -A copy of the occupancy permit issued by St
Louis County Housing Inspectors to the tenant on this home -A copy of the Move In Inspection Checklist -A copy of the Work Order completed by the tenant at Move In -A copy of the only other Work Order for this home Our Responses: -Ms*** has complained that the home was not ready for occupancy on 1/29/16, when she desired to occupy the homeAs a hired property manager, there are certain things under my control and others that are not. I am not the owner of the home and many things, such as the setup of utilities prior to my management, are outside of my control. The home had utilities on during the inspection process and when we accepted the property under management. My team played no part in the utilities not being on when Ms*** initially attempted to move in. According to the owner, they turned the utilities off because the lease states that Ms*** was to establish utilities in her own name prior to attepting to move in (see Sec of lease, highlighted, attached). Apparently Ms*** failed to abide by that portion of the lease agreementThe remedy that we had, once we were made aware, is to abate the rent until the home is able to be occupied (see Sec of lease, highlighted; see Sec of lease, highlighted; see Exhibit B of lease, highlighted). We did that immediately and Ms*** was not assessed any rental charges until the date that the utilities were on, which was Monday, February 1st. This is in keeping with the agreement executed between Ms*** and the owner of the home-Ms*** is upset that I did not properly blame my Leasing Manager for the electricity being of* *** oversees leasing and marketing for my company, and lacks the ability to force *** to connect utilities after 5:on Friday. I’m not sure what course of action Ms*** would feel was fair under these circumstances. Ms*** failed to give the circumstances surrounding *** *** informing her Mother that he only had seconds more to talk before he had to go, which is that he had stayed after his shift ended to attempt to appease her and had to pick up his children before their school closed for the day. Perhaps Ms*** feels that this is not a valid reason to end a conversation that Mr*** had no ability whatsoever to provide remedy to, but if allowing an employee to go pick up their children, well after their shift has ended, constitutes “upheld *** *** in his wrong”, then I am in fact guilty as charged. I’m completely lost as to the background of her statement that I “did not make him accountable to the lies he told”, but if telling her that he had no control over ***’s schedule is what she constitutes as a lie then I suppose I am guilty as charged, again-Ms*** contends that she has maintenance concernsThe lease states that the tenant shall do a Damage Inspection of the home on the day of Move In (see Sec of the lease agreement, highlighted, attached). Ms***’s signed Move In Inspection is attached, as is the Move In Work Order completed in Ms***’s handwriting and also signed by Ms***. The only items listed on the Work Order are that a closet needs floor guides, that she would like some touch up paint and that she was missing a key to the shed. In Section of the lease (highlighted, attached), it clearly says that we will not repair any cosmetic items and specifically addresses painting. All the same, the maintenance team acquired approval from the owner to do the repair so as to appease the tenantObviously, Ms*** is erroneous in the timeframes given in her complaint, as she states that she states that she requested that we address a bathtub back up, a sink that drains slowly and a broken toilet handle. None of those are present on her work order from that day. All of those items were cleared by the StLouis County Housing Inspector prior to her move in, as being in good working order (see attached Occupancy permit, attached). We did receive a second work order on the home, but not until 3/14/16. That work order is also attached. In the notes you can see that Ms*** complains about a kitchen pipe and requests an additional wall be painted. That work was completed on 3/15/We have no record of any other work request having been made-Ms*** would like something more than the prorated rent, which has already been given, but does not indicate what that something would be. She would also like the bathroom issues repairedI would be happy to discuss whatever would appease Ms*** that is inside my ability as the property manager, but the lease is pretty clear on remedies under these circumstances. If Ms*** is having any additional repair issues at the home, then it’s best to call those into our offices. Calling them into the Revdex.com first and asking the Revdex.com to communicate them to us will only serve as to delay resolutionThank you, *** ***

Initial Business Response /* (1000, 7, 2015/07/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myaffinityproject.com
This complaint was filed before customer gave us any chance of handling, and the whole situation was fully rectified within a week
of the complaint being filed
Customer leased a home and placed a $hold, which is our policyWhen the Affinity Agent attempted to move in customer, the home had been vandalizedAll issues were resolved within two days and customer could have taken possession at that time
On June 10th at 7:pm, customer requested a refund (attached)
On June 11th, customer had verbal discussions with the SrProperty Manager at Affinity regarding resolutionHe said that he wanted to figure out the status and give all options, then they could choose what the wanted
On June 12th at 9:am, Sr Property Manager emailed customer stating that all issues were resolved and that they could take possession of the home with a credit for the days that they were not able to occupy or we could issue a full refund, but that refunds take up to days (attached)Customer chose a refund
Refunds take up to days because they are issued by the owner, which is a large company based out of AtlantaThey have to ensure that the funds cleared and run the refund through their approval processThis is outside of Affinity's hands
On June 15th, which was a Monday, I received an email from the owner's office stating that the customer was repetitively calling and harassing their call center (attached)
I immediately forwarded that email to the National Property Manager and Head of Accounting for the ownership group, requesting a rush on the refund (attached)
On June 16th, the rush was approved (attached)
On June 17th, the check was cut (attached) and overnighted to us
On June 18th, we received the check and the customer picked it up

This tenant was deniedOur staff is scripted and they ask the exact same qualifying questions of each prospective tenantWe are sorry that this prospect was unqualified, they are welcome to request a copy of the credit report we utilized and work to correct the issues that kept them from renting a
home with usWe will rent to anyone who is qualifiedWe do not prefer to provide the Revdex.com with a copy of the credit report as they are not authorized to view it Thanks

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@myaffinityproject.com
Our records do not reflect Mr***'s statements
Mr*** moved in while this owner was running a promotion for no security deposit
Upon return of the property to our office
on 10/1/2015, Mr*** had an outstanding ledger balance of $for September rent, $in various unpaid *** bills and a $convenience fee for an online payment
The rent is comprised of the $rent billed on 9/1, of which Mr*** paid $towards on 9/He should have a late fee, but the owner waived that on accident and never re-billed it
The *** bills are comprised of the following:
$dated 5/31/15- 6/30/15, $dated 3/31/15- 4/30/15, $dated 2/28/15- 3/31/15, and $of the total bill $dated 1/31/15-2/28/The owner ended up paying the bills from 6/30/15- Mr***'s move out date of 9/30/15, because the billing was delayed and we had to get final accounting outTherefore Mr*** should have owed for three months of *** bills that we did not assess against him
Mr*** states that he was only late one time during his occupancyIn fact, he was late times, and once we had to file eviction proceedings
The lease renewal signed by Mr*** on 12/3/2014, is very clear that if the tenant terminates the agreement early that they are liable for the remaining balance of the lease termThe lease is attached, and I've highlighted areas in Part 2, Part, 32, Part amd Part referencing this agreementAs the lease term would not have ended until 1/31/2016, Mr*** should have owed the owner for month's of rentThe owner chose to only charge Mr*** an early termination fee of one month
None of these charges- rent, utilities or early termination- are dictated by Affinity Property GroupThese are charges assessed by the owner, and we have no ability to negotiate themAffinity is the management company
As far as damages, I've attached a copy of the pre-move in photos of the home here: https://www.dropbox.com/***
Here's a link to the photos taken once Mr*** moved out:
https://***
I will also attach those links in the "attachment" area of the complaint responseClearly, they show that Mr*** did not leave the unit "rent ready", as he claimsWe assessed the following charges against him:
Clean out home $
Clean out yard $
Clean carpet $
Paint touch up $
Paint basement floor $
Clean house $
In the lease you will find a set list of prices, and see that Mr*** was never charged the maximum fee on any of these itemsIn addition, he was not charged for the missing smoke detector, broken blind, spray painted window or several other items that we could have billed him forTruthfully, I feel that $in damages is more than fair when looking at the damage photos
Those charges total to:
$in overdue rent,
$in overdue utilities,
$in overdue convenience fee,
$in early termination fee and
$in damages
Total Charges is $3,
All of these charges were pre-negotiated in the lease and all are valid

Affinity Property Group took over this property 9/1/You can see the *** charges that have been charged back to the ledger stating 9/1/through 1/31/Per the attached leases the tenant has always been responsible for the *** billAttached is a copy of the amounts paid to *** on the
tenant’s behalf since they have been under our managementIf the tenant paid *** directly then there would be a credit on our *** billThe tenant owes the amount shown on the ledger

We have asked the customer if they would like their hold fees returned because they decided to hold a home that has not passed municipal inspectionsIf they would like a refund of their money prior to the home passing inspection they are entitled to itWould they like a refund or would they like
to move into the home?

Any situation which people seek remediation through the Revdex.com causes our organization to pause and reflect on our policies, procedures, and teamThis is to ensure we are doing everything we can, as an organization, to service our customers quickly and professionallyThis situation is no
differentTo our customer, we are sorry that we have not rectified the complaint in the time frame she expectedThis is definitely not our intention to upset our customerWith that said, this tenant has been asking for items to be resolved that are more cosmetic and nuisance in nature, and she has been unable to meet her lease obligation. The obligation is to pay the rent on-time, in full, as shown in the ledger attachedI have also attached the work order report with our internal notes to show steps that have been taken to ensure that these items are resolved quickly, once that obligation is metIn the attached work order report, you can see items that are necessary to correct, for concerns of the tenants health and the assets integrity, have been rectified or scheduled out to be completed at the tenants convenienceNow that the balance is paid in full, we are trying to reach the tenant and schedule out the garage door and the widows that have been on hold

We appreciate everyone who applies for our homesThis is also a situation in that it demonstrates to everyone how fast our homes get leasedWe have apologized to the customer for time it took to refund her $non-refundable holdWe explained to her that we would not
typically refund the $however we would submit for a refund for her, because her situation was uniqueWe do not typically refund $non-refundable holdsThis hold was refunded, only because the original home she wanted was takenShe transferred that non-refundable hold (one time) to a home to a home that was not passed inspectionShe stated she could wait for the homeWe allowed her the option to transfer to another home with a passed inspection, however she did not want to rent from us at that pointThe $has been refunded Code Property Lease From 11/15/Name Unit Lease To 11/30/Address Status Cancelled Move In Rent Move Out City StZip Phone(O)- Phone(H)- Date Description Charge Payment Balance Chg/Rec 10/15/Non-Refundable Holding Fee 10/15/chk# Credit Card One Time Payment; 12/6/Hold Fee taken for home what was not available (250.00) (250.00) 12/6/Adjustment to amount to be refunded 12/6/Cancel Move In refund (Payable) (250.00) (250.00) 12/9/Chk# to payable (250.00)

1) Someone broken into my house a month after we moved in when a bathroom window magically was unlocked (even though I know ALL the windows were locked)Now that I'm on high alert and paranoid, I took notice to the fact that they actually leave the spare keys to your rented space in that
combination box outside your house! That is truly a LIABILITY! In single family home property management, it is standard practice to install a lockbox on each home with a copy of the keyThe lock box provides quick access to the management company when authorized to enter the propertyThe codes to the lock boxes are changed throughout the year and are only for authorized personalIf someone broke into the home a police report should be filed and the police should conduct an investigation of the situation 2) The sewer bill was not checked on my lease, so when I got these charges on my account and I asked why and what were they for they told me for the sewer and trash! When I informed them that the sewer isn't in my lease agreement, they hit me with "it falls under other utilities" Why have a box to check it for but not use it? Our lease includes all utility chargesThis is explained to the tenant before they ever move into the home 3)After being here 2mos the basement drain clogged 3x after a few rainy days and the unprofessionally glazed tub started to peel (someone took the unfulfilled work order for this and my family til this day are only allowed to take showers)They even try to charge me for that stating that the plumber said that it was from using the flushable wipes therefore it's my fault and $$ to my account! I don't even use flushable wipesUsing harsh chemicals to clean any bathtub is not prohibitedIn addition, the if the plumber pulls back wet wipes from the drain this would be considered tenant damage no matter where the tenant liveIf any tenant damages the property they are held financially accountable for the damagesWe are very strict on damages as most management companies in StLouis are notThis is to protect the integrity of our owner’s real propertyLook if the A/C goes out, Roof leaks, or an electrical out let is not working that is the responsibility of the owner to repairIf the plumber pulls out wet wipes from the drain, this is tenant damage all the wayEach home is cabled prior to the tenant’s move inDrains only back up for three reasons They have collapsed, They have tree roots growing through clay pipes or Someone has places items that do not belong down the drain 4)The 1st week of spring came around and we were hit with a demand to clean trash (what trash?), clean the yard, gutters, and pull weeds from the fence line or they will send someone to do this and we would be charged for the servicesWe were given five days to do so and of these five days it rained days! By the second dry day the work order was submitted by them and the contractor was informed to take before and after picturesThey sent someone either the same day or the next day whom only raked the yard and raked the gumballs from the neighbor's gumball tree from the side of the houseThat weekend my husband clean the gutters, mowed the front and backyard, trimmed the vines, weeds and tree limbs that were growing from the neighboring yardsThat Tuesday their contractors called to come do the work order! I informed him that we did it and have pictures and video to prove it! But a couple of weeks later I have a $charge on my account for their worker to spray weed killer on the fence line at, least that's what it said on the notice sent in the mail but then all of a sudden it says it's for fines and violation on the rent cafe appIt was back dated for March when I'm positive that the charge didn't hit the account until the second week of April, making it appear that the charge has been on my account for a couple of months and is now in delinquencySo Now the rent cafe says I also owe $to remove trash and debris (that my husband, father and mother-in-law, their neighbor, and a family friend removed) off the property! Affinity received a violation notice from the city and provided the tenant a number of days that it needed to be rectifiedThey were assessed the charge of sending a contractor out to their home to ensure compliance with the city, because the work was not completedAfter they were assessed the fee they assisted in rectifying the issue but not in its entiretyThey were not charged for the work we completed on their behalf They recently sent me a letter stating that the $"in rent" is delinquent and we would be evicted if not paid by 6/15/The $is not a portion of rent it is the charges that they added to my account for all the things stated aboveI swear it seems like the moment I clear my account they find and add something to charge me for! Anything they want to charge you they make sure they put it on your account the week before the 1st of the month! They recently sent me confirmation that they received my 60-notice for Lease Termination and informed me that on average that they refund an estimate of 40% of deposits to their tenantsI plan to leave the unit in the condition in which I received it and expect my deposit refunded to me in full (100%)Communication is severely poor with this company! I spent a lot of times calling them and majority of the time NOBODY ANSWER! Not even a pickup and hold please! If you are looking for a place to stay, I swear this is NOT the company to go with! My lease will not be renewed! I'd rather have my furniture in storage and live with my mom for a month or two before I spend another year in agreement with this company! The tenant has a valid complaint for our response to the tenants, but only for the month of AprilOur company, in April, bought a new phone system that, as of currently, is an amazing solution for our growing organizationWe understand that the tenant might feel that during the month of April, this year, it was difficult to get ahold of the right person, but this issue has been resolvedOur management company is within a min drive for this tenant as is open on Saturdays for her convenience from 10- In April, I understand it was difficult to speak with someone but this was not a permanent problemToday, our phones are working correctly and this tenant can always call me directlyMy direct extension is sent on all late statements and I return every call

Initial Business Response /* (1000, 7, 2015/07/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myaffinityproject.com
Prospect filed complaint before allowing us time to resolve
Prospect completed an application to rent a home that we manage,
and was declinedOn 6/16/2015, a refund was requestedOn 6/17/2015, we submitted a request to BOA to ensure that the funds deposited by prospect had clearedOn 6/18/2015, a refund check was issuedPlease see attached documentation

Initial Business Response /* (1000, 5, 2015/04/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myaffinityproject.com
It seems as if Mrs*** is attempting to use an erroneous timeline to dispute the validity of the charges instead of
accurately addressing the condition of the property as she left itWe use a third party attorney to handle our collections, so not only would our office have sent a move out statement to Mrs***, but the attorney would have also sent the statementNevertheless, it is attached here
I've also attached a copy of Mrs***'s signed Rental Inspection Checklist, from her move in on 2/27/There are two small items that Mrs*** requested that we address, but she validates with this form that the home was in good conditionI've also included numerous photos taken prior to her move in, showing the condition of the home
Counter that with the photos of the home after she moved outThe photos clearly show a significant amount of items left in the home and the damages assessed(As a side note, the touch up paint that you see in the photos was done by Mrs***, and it does not match the existing paint, therefore had to be re-painted.)
I've also included a copy of her ledger to show the unpaid charges
The charges are legitimate and collection attempts will continue until the balance is paid, including reporting Mrs*** to the three collection bureaus
Feel free to reach out if you have any additional questions
Thank you,
*** ***