Affinity Property Group

(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

Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myaffinityproject.com
I'll assume that the complaint was filed by [redacted] We have never had a resident with the last name of [redacted].
There are...

multiple errors in this accounting and the details surrounding the statement that cause me to questions whether it is actually Ms. Harbor that is filing the complaint, including the misspelling of her own name.
The complaint indicates that we stated that she had done $960.00 in damages, but also states that the tenant did not receive any documentation from us. The Move Out Statement, attached, was mailed to the PO Box given to us by Ms. [redacted] but shows $825.00 in damages. I do not know where the amount stated in the complaint originated from.
Further, her deposit was not $960.00.
As the Move Out Statement shows, Ms. [redacted] ended her tenancy with a balance owed of $$1,468.58. That includes outstanding rent from March 1st, of $1100, an outstanding sewer bill of $118.58, three late fees of $50 each from January, February, and March. It also includes two return check fees, from 2/24 and 3/4, each $50. Her security deposit first went to cover those costs. The ledger and move out statement are attached.
As stated, we did also assess $825.00 in damages against Ms. [redacted] Prior to her move in, this home had undergone an extensive renovation totaling over $22,240. I've attached photos of the home prior to the move in by Ms. [redacted] Upon move out, we assessed the home and deduced that the home would take $2,584 to bring back to rentable condition. Some of that we assessed as normal wear and tear, or cost that the landlord should incur. But some of the charges are legitimately Ms. [redacted] Those include:
$275 in painting, covering scuffs
$200 in carpet cleaning
$100 for broken miniblinds
$150 in appliance cleaning
$100 to remove trash.
I've included a copy of our estimation sheet along with photos to verify these charges. I've also included a copy of Ms. [redacted] move in checklist.
Please let me know if you have any further questions. I'd be happy to provide additional photos from move in and move out.
Thank you,
[redacted]

Initial Business Response /* (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 home. The owner has spent $5,057.79 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 $4,302.29. We took over management on May 1, 2014.
Mrs. [redacted] renewed her lease on 1/6/2015, to continue her previous lease which ran through 2/28/2015 (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 10 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 home. During 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 furnace. That was sent to a licensed HVAC company who cleaned the flame sensor and resolved the issue. A brand new HVAC system was installed in 2014. (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 blowing. We 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 penetrate. We've had an unusually high amount of rain this spring, and we can't control the weather to prevent this. A 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 sealed. This was resolved by a window specialist. (attached)
-On May 4th, she called in an issue with her AC unit. We 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 year. Nothing about mold, or trees. I have verifiable proof that things have been resolved, along with the printout showing money spent on the home. The 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 attachment. Mrs. [redacted] took it upon herself to buy a shed and withhold a portion of her June rent to reimburse herself. This is in violation of her lease and not allowed, nor did she seek approval ahead of time. We 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.

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

We want our customers to know we care, and we show this through our service. When our service fails to meet their expectations we are very sorry. We always want the best working relationship with all residents of our homes. All maintenance concerns and issues that have been reported to our office...

have been rectified.
We are certainly concerned about any issues in the home. The maintenance issues contained within the tenant's comments have already been addressed. Our tenants are the life our business and we appreciate their feedback.
(WorkOrderList01-18-2016 (1).pdf)

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 4 days of May that she did not occupy the home.Sincerely, [redacted]

[redacted]Document Attached[redacted]
I am sending copies of emails I sent to them regarding this issue. I have enclosed the payment information for the sewer bills as well as the email advising my early termination fee would be 250.00 ([redacted].pdf)

As of 8/31/16, we are no longer the management company of this home. However, we are completing any service requests that were submitted to us prior to this date. With regards to the complaints raised by this resident: 1)      The living room plaster repair was completed...

on 9/9/16 based on an assessment that was conducted on 9/2/16, the same day the Revdex.com complaint was placed. 2)      The repair needed for the bathroom tub faucet was completed during the assessment on 9/2/16. 3)      The bathroom sink issue and charge mentioned was turned in as complete on 2/25/16 and deemed to be resident damage. If there is a recurrence of the issue with the bathroom sink, the resident will need to submit a new service request with the new management company.

Initial Business Response /* (1000, 7, 2015/09/16) */
Here is a copy of an email sent to the tenants regarding their security deposit. It indicates all charges assessed:
"[redacted] and [redacted],

I received an email from BLT corporate yesterday, asking that I reach out to you regarding your final...

accounting and security deposit at XXXXX [redacted] You should have received a move out statement detailing the closing of your tenant ledger at that home, but I wanted to reach out and open the floor for discussion if you haven't received that or if you have questions regarding any of the charges.

At the time of move out, there was an MSD bill for $19.51 that was unpaid. The security deposit first goes to cover that charge.

Additionally, there were charges assessed against you for the condition of the home upon move out. Those total $1,478.00, and include the following:

Painting $800
Cleaning Carpets $300
Repair Shed Door Trim $25
Clean Appliances $50
Repair Storm Door $50
Replace Missing Smoke Detector Batteries $25
Trim Bushes $75
Repair Downspout $75
Final Clean $78.

Upon looking over the photos taken prior to your move in and the ones attached to the damage report, I support the charges and the decision to levy them against your security deposit of $1,250.00. The home was not left as it was received and all repairs stated were necessary to bring the home to a condition acceptable for re-occupancy.

That leaves a balance owed of $247.31

Feel free to reach out if you have any additional questions or concerns.

[redacted]"
I am attaching photos of the home prior to their move in and photos taken on the move out walk through. Clearly, the property was not left in the same condition. I think the photos justify all charges, which are reasonable and fair. These charges are disclosed at lease signing to all residents.
If you have any further questions, feel free to contact me.
[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 customer. We have contractors in the home right now. We have given Mrs. [redacted] credit for January, February, and part of March's rent. In addition all fees have been removed...

from the account. Mrs. [redacted], if satisfied, has agreed to retract the Revdex.com complaint once the work is complete.

This tenant placed a maintenance request for the sewer back up on 1/11/2016. The home had been cabled and cleaned up by 1/18/2016. It backed up again in 1/18/2016. At that time the tenant had asked to be placed in a hotel, because the sewer line was collapsed. We did not agree to put her up in a...

hotel. We asked her to vacate the property. She owed $1,194.16 at that time. We agreed, that if she move-out out for three weeks while we fixed the issue, we would abate the rent and give her an opportunity to catch up. We would not charge her rent while she was not in the property and the work was being completed. After asking her to leave the home and not use any of the plumbing the tenant continued to use the water in the home. So much, that it damaged the hot water. They called in a hot water out ticket on 1/27/2016.  The tenant refused to move out and was eventually evicted from the home on 2/9/2016 “Sheriff set out is scheduled for 02/09/16.” The tenant did not leave the home willfully nor peacefully. There was a lot of damage to the home.     Property Lease From 4/1/2015     Unit   Lease To 3/31/2016     Status Move In 3/16/2015 Rent   Move Out 2/9/2016   Phone(W)- Phone(H)- Date Description Charge Payment Balance Chg/Rec 8/31/2015 Security deposit -Dianne Harrison 1,200.00 1,200.00 350830 8/31/2015 chk# 8/31 Balance 1,200.00 0.00 282947 9/1/2015 Rent (09/2015) 800.00 800.00 316433 9/1/2015 Late Fees 20.00 820.00 344015 9/4/2015 chk# 5988235 600.00 220.00 275078 9/25/2015 chk# 6148334 140.00 80.00 296785 10/1/2015 Rent (10/2015) 800.00 880.00 329952 10/1/2015 chk# 6331350 20.00 860.00 279676 10/1/2015 chk# 6331350 420.00 440.00 295167 11/1/2015 Rent (11/2015) 800.00 1,240.00 350583 11/4/2015 Late Fee, 10% of $800.00 80.00 1,320.00 354618 11/5/2015 chk# 6615875 Credit Card One Time Payment; 485.00 835.00 294520 11/5/2015 chk# 6616050 Credit Card One Time Payment; 250.00 585.00 294526 12/1/2015 Rent (12/2015) 800.00 1,385.00 359925 12/4/2015 Late Fee, 10% of $800.00 80.00 1,465.00 361901 12/11/2015 8818 Harold Dr 8.31.15-9.30.15 MSD 44.20 1,509.20 364601 12/22/2015 Eviction Admin Fee 105.00 1,614.20 365819 12/22/2015 chk# 7023029 Credit Card One Time Payment; 145.00 1,469.20 306129 12/24/2015 chk# 0 Credit Card One Time Payment; 500.00 969.20 306357 12/31/2015 8818 Harold Dr - 9.30.15-10.31.15- MSD 40.96 1,010.16 370993 1/1/2016 Rent (01/2016) 800.00 1,810.16 369990 1/4/2016 Late Fee, 10% of $800.00 80.00 1,890.16 372812 1/8/2016 chk# 7268207 Credit Card One Time Payment; 498.00 1,392.16 313127 1/8/2016 chk# 7268232 Credit Card One Time Payment; 198.00 1,194.16 313128 2/1/2016 Rent (02/2016) 800.00 1,994.16 380361 2/4/2016 Late Fee, 10% of $800.00 80.00 2,074.16 382787 2/9/2016 Rent (02/2016) Credit 20 days (560.00) 1,514.16 385403 2/9/2016 :Security Deposit credit (1,200.00) 314.16   2/9/2016 Damages Settlement 3,650.00 3,964.16 386560 2/9/2016 Tenant used plumbing after being told not to. Basement flooded with sewage causing damage to water heater. Budget Plumbing Inv 56255P 210.00 4,174.16 386980 2/15/2016 8818 Harold 10.31.15-11.30.15 t1000912 40.96 4,215.12 386129 2/15/2016 8818 HAROLD DR 11.30.15-12.31.15 t1000912 41.27 4,256.39 38613 2/22/2016 12/31/2015-1/31/2016 MSD 40.96 4,297.35 386557 2/22/2016 1/31/2016-2/9/2016 MSD 12.29 4,309.64 386558 [redacted], MBA AFFINITY PROPERTY GROUP Accounts Receivable Accounting Manager [redacted] O'Fallon, MO 63366 Office: [redacted] www.rentaffinityhomes.com

Initial Business Response /* (1000, 5, 2016/03/03) */
We were unaware of any issue with the resident and appreciate her bringing this mistake to our attention. The tenant was mistakenly charged a late fee in October and we have removed it. We also are removed the grass cutting fee. The tenant has...

been in the office and is satisfied.
Initial Consumer Rebuttal /* (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 situation. I 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 collection. I did go into the office on 3/2 and they said they will take care of it but this was told to me back in October 2015 and nothing done. This company needs to be investigated everytime I go in the office someone is complaining about them adding incorrect charges to their accounts. If this company is not held accountable for the stress they are putting people through my next step is to bring forth a law suit.

All of the work orders for this tenant have been completed. They even told our technician that there was no sewage backup. This tenant is likely upset because they can not seem to pay their rent on time and they are looking for some type of credible leverage to take to court. We have...

completed all work that has been asked of us.  I have attached all work orders with our notes and the technician notes.

In reviewing the work orders submitted by our residents at this address, we have noted that the original work order submission for the front door latch was reported on 12/8/15 and the resident stated “front door is not fit securely to frame”. This work order was scheduled on 12/9/15 and work was...

reported as completed by our contractor on 12/15/15, stating “adjusted front door so it would latch”. This work order issue was re-reported on 12/12/15 and scheduled on 12/14/15. This 2nd requested for service was noted as complete as of 2/2/16. The second Item noted in the complaint, the living room window, was first reported on 3/14/16 and was scheduled as of 3/16/16 to be completed on 3/18/16. During the service call on 3/18/16 the window was boarded and measurements were taken to have replacement glass ordered. The board up was confirmed complete by the resident on 4/18/16. On 4/6/16 the order for replacement glass was placed with a second contractor that was not able to complete the work and the work order was re-assigned to another contractor as of 4/15/16. The replacement contractor was scheduled and reported the work for the replacement of the ordered glass complete as of 4/20/16. The third complaint item listed, the wasps in the siding, is considered a pest control issue and the terms of the lease dictate that all pest control is resident responsibility. At this time, we show that all requested work has been completed and all work orders have been closed.

The tenant was provide today documentation on how to dispute her move out charges. Below is a link to the photos that were taken from the move-out walkthrough. The assessment charges take into consideration normal wear and tear and the time you occupied the property. ...

https://[redacted]/sh/tueqi28yeqzmxpr/AACd1epM2wTOS3a2NiV0y4y4a?dl=0.  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:  1.            Photos that are dated prior to your move in 2.            A copy of your move in assessment 3.            Proof of payment of specific charges 4.            A video of the damaged arear dated at or before your move-in date5.            Receipts to show proof of repairs prior to move out (ie Carpet cleaning)

We called Ms. [redacted] and let her know that we do not recognize a payment made to our organization, from her, in the amount of $250.00. When speaking with the other applicant for the home he told me that he knows the $250.00 was given to Ms. [redacted] for the hold fee. Once we receive proof of...

payment, we would be happy to assist Ms. [redacted] in the future. As of right now, we are do not recognize a payment of $250.00 that was made.

Initial Business Response /* (1000, 13, 2015/12/03) */
Ms. [redacted] rented a home through our agency, with a lease start date of 7/1/2015 and an ending date of 6/30/2015. On 4/28/2015, she wrote us a note indicating that she had chosen not to renew and would vacate at the end of her lease. She did...

not actually vacate until 8/3/2015.
At that time, Ms. [redacted] had an outstanding overdue balance of $371.66 owed to the owner. That was first assessed against her security deposit of $1150.00 (the Pet Deposit is non- refundable, as stated in the Pet Agreement, attached). She was then assessed $115.00 for the prorated days that she had possession in August. Additionally, her MSD bill (invoiced to our office but the responsibility of the tenant per the lease) was $27.77 monthly, and we had not yet been invoiced for June or July. Those charges, totaling $55.54 were assessed against the deposit.
Please note, that the lease states that the owner could have assessed the remaining balance of the automatic renewal against Ms. [redacted], once she overstayed her lease end date. The owner chose not to hold her accountable to that agreement, therefore the early termination fee was waived.
On August 3rd, a walk through was performed on the home occupied by Ms. [redacted]. A link to the damage photos are available here: [redacted]
The marketing photos taken prior to Ms. [redacted]'s move in are viewable here: [redacted]
As you can clearly see, the damages go well beyond "routine maintenance and wear and tear" as claimed by Ms. [redacted] in her dispute.
The damages assessed against Ms. [redacted] are as follows:
Painting $500.00
Clean floors/ carpet $150.00
Install new miniblind $35.00.
The total damages are $685.00.
Combined, the charges assessed total $1227.20.
I have attached a copy of the lease agreement, termination letter and damages.

Our records indicate that a work order was created on 5/4/16 for the shower walls in Ms. [redacted]’ home. Additional information was requested from the resident to ascertain why the shower wall work was needed. Upon obtaining this information a new work order was created on 5/19/16 and was scheduled. At...

this time, we show that all work requests for Ms. [redacted]’ home have been scheduled or completed. Regarding her request to terminate her lease, she does have the option to do so under paragraph 21 of the lease. This paragraph specifically stats that sixty (60) days written notice by certified mail is required. While I understand Ms. [redacted] frustration with not being able to contact us via phone, we are not able to augment the terms of the lease. Please review the attached copy of  Ms. [redacted] lease for additional details regarding the Early Termination Clause. If Ms. [redacted] still wishes to submit notice of lease termination, we can have our move out coordinator reach out and walk her through the process.

We apologize for the delay of your refund. The attached ledger shows the amount, check number and date in which it was mailed out by Frist Key. We at Affinity Property Group strive to get refunds out to our clients as soon as possible. Unlike all of the rest of...

our owners, we have no control over the refund checks being cut from this owner. However, please look at the bottom of your attached ledger, it shows ,8/30/2016 Chk# [redacted] to payable, this shows that FIRST KEY has cut a check for $250 on 8/30/16. 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 future. thanks, [redacted]Affinity Property Group [redacted]O'Fallon, MO 63366[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]