Affinity Property Group

[redacted] Florissant , MO 63033 Daytime Phone: [redacted] Evening Phone: [redacted] E-mail: [redacted]@yahoo.com   I've reported for 24 months to Affinity Property Group LLC of preexisting damages at the premises' located at [redacted]...

[redacted] . This tenant moved into this home on 8/3/2015. As of 9/3/2016 they would have occupied this home for only 12 months. They have not been in the home for 24 months.   I've made the above name Company aware of exiting hazardous issues needing repairs. Affinity Property Group LLC has flagrantly refused to correctly repair any issues I have informed said Company of said issues. This resident has submitted 29 work orders in that last 12 months, which is excessive. It is excessive because this home has undergone a very nice renovation. Of the 29 work orders submitted 23 have been completed, 3 were cancelled because they were resolved, 2 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=PoKShDsCUSRJOvD...⇄   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 corrected. If there was work that was completed inaccurately, it should have been noted in this Revdex.com complaint. This 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 contractors. Affinity has 100’s of vetted contractors and each specialty issue requires different skill sets. Sending 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 10/9/2015. It was called in again on 2/10/2016. The latest call was on 8/15/2016. The first time this issue was called in we sent out a technician to the home. There was nothing to correct. The basement was dry and the tenant was uncooperative. The second time we were called out to the home we replaced a gasket. Caulked the gap at the cabinet base and start of floor tile.  We caulked behind sink the counter top needed caulk. We adjusted rollers on closet doors in wifes bedroom and caulk the front door. Basement slider was adjusted and lock repaired. We painted about the door. The last time we received the call about the basement we scheduled for an initial assessment the same day and completed it out. Upon review of the assessment the work requires three bids. We are attempting to complete the gathering of the three bids, while the tenant has been uncooperative. They will not allow people in the home when they are not there. That makes this process that much more challenging to complete. In addition, their lease gives us the permission to enter to complete this task, however we have tried to meet the customer’s needs. water pour in the kitchen window ( that they have been told that the roof needs replacing ) Affinity Property Group refuse. The window leaking issue was addressed on 8/19/2016, the same day it was called in on. We installed metal to the gutters to bypass this problem. This was called in as a roof leak. In addition, we install new shingles in the damaged area of the roof. There is dead trees with branches hanging. According to our lease, this is tenant responsibility. They are to complete any yard work. If 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 environment. The back yard need grading off for proper drainage , where it turn in to a lake. As far as the back yard, I can neither confirm or deny the accuracy of this request. If, when it dries outside, there is no standing water, then there is not a requirement on our part to correct this issue. The lay or slope of the land should be something this tenant confirmed before taking possession of the home. Just 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 hazards. This tenant was advised when they moved into the home to get renters insurance protection for this personal items. They signed off on this request per their lease. Any of their damaged items should be covered with the proper insurance policy. If 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?

Initial Business Response /* (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 remediated. While 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 rectified. We 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 representative. We requested a credit, twice, first on 11/12 and again on 11/16. The owner did not approve the credit. Those 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 repair. They 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.

We have reviewed the submitted work orders for this resident and the original work order to repair a leak was reported 10/26/15. This work order was scheduled with one of our vendors on 10/26/15. It was reported as not complete by the resident on 11/17/15 and was rescheduled with a new vendor and...

was reported as complete as of 11/29/15. It was during the process of completing this work that the hole in the drywall was created. The drywall repair request was also created and scheduled on 10/26/15 it was scheduled with our vendor and was reported as not complete on 11/17/15. The work was then rescheduled on 11/20/16 and the work was turned in as complete on 12/5/15. On 4/25/16 this resident reported that there was still work needed to complete the drywall repair and reported a fungal growth around multiple windows in the home. This work order was scheduled with our maintenance tech for 4/26/16 and was rescheduled by the resident for 5/2/16. Due to availability the rescheduled time was with a vendor. On 5/3/15 the resident was contacted to verify that the work was completed and we were informed that the vendor was not able to make the appointment. We are currently attempting to reschedule this work with our vendor and the resident. At this time all other work orders from this resident have been turned in as completed or are currently in progress. We will continue to work with the resident to complete the requested work.

Initial Business Response /* (1000, 11, 2016/03/04) */
[redacted]Document Attached[redacted]
Mrs. [redacted] was a good resident during her stay and I am sad to see her leave and even more concerned to see a complaint. My understanding of the situation is as follows:
Mrs. [redacted] is currently a past resident,...

she has vacated the property. As I understand it, she was not charged for February's rent. The last lease signed had an automatic renewal, and required the tenant to give a written thirty day notice of intent to vacate. This was not provided. The tenant was not charged termination fees, and did not have a deposit on file. Because she called in her intent to vacate our office mailed out the vacating paperwork on 12/16/2015.
As for the maintenance work, contained within the complaint is both the problem and our solution. We replaced the carpet, and sent the maintenance director once we were informed of an ongoing issue. There is not one work order in our system as an issues between 9/01/2016 and 12/28/2016. We sent water extraction to the property and realistically have been very responsive for this resident. We believe the resident's time line is a bit off.
The water extraction work order was called in on 12/28/2016. We had someone out right away to take care of the issue; as per her complaint. We were not notified about any ongoing issues until 1/16/2016. On 1/16/2016 she called in for water extraction, and reminded us she was moving out of the home.
This was completed by 1/18/2016. This was taken care of very quickly and there were no complaints at that time. The tenant made a verbal comment that they were moving out of the home.
The construction work that is needed will be completed during the turnover, our understanding was, "this was okay", since the resident was moving out.
At the move out, she was not charged with any damages, early termination fees, or other fees to the home. Since she did not have a deposit on file, any charges left unpaid at move out would be reflected on the final statement that we have provided.
Initial Consumer Rebuttal /* (2000, 13, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am fine with this since I am no longer renting that horrible house. I do have to say that my lease was not an automatic renewal and I did give more than a 30 day written notice of my intent to move.

Complaint: [redacted]
I am rejecting this response because: the drywall work was not completed.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/03/08) */
Mrs. [redacted] contacted Affinity Property Group via Trulia on January 24th 2016. She was interested in the home at [redacted] She has been canceled out of our system as a prospect. When someone is not interested in our available...

inventory they are canceled out of our call list at that time. Mrs. [redacted] was contacted two times about the home by two different agents. When she became disinterested we canceled her prospect card.
Initial Consumer Rebuttal /* (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 2 times and it was the 1st time I told them I had a home and not to call me. I then received another call the next day. I 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.

Initial Business Response /* (1000, 10, 2016/01/19) */
[redacted]Document Attached[redacted]
We are truly sorry that the tenant is upset and we certainly want the best working relationship with all of our tenants. I treat every collections attempt the exact same way. I have been collecting rent for over 10...

years and I have a pattern to my approach. Our organization expects that rent is paid on time. When it is not paid on time, in full, we have a series of events that take place. We mail the client a late notice. We make calls attempting to collect the rent. On the 15th we file evictions. We charge the costs of these legal fees to the tenant. It is my goal to save residents as much money through this process as possible. It is my approach to notify the residents of what is to come if they cannot make payment that day. I 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 rectified. We are certainly concerned about any issues in the home. The maintenance issues contained within the tenant's comments are currently being addressed. These concerns have not been communicated to our office prior to receiving this information. Our tenants are very important to us and good customer service is very important to our office.
Initial Consumer Rebuttal /* (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 30 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.

This has nothing to do with us- the hold up is with the Section 8 office.  The home passed the municipal inspections and Ms. [redacted] took her completed packet to Section 8 on 9/2.  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.

Initial Business Response /* (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 database. Anyone 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 /* (3000, 11, 2015/07/23) */
Thank you the matter has been settled

Initial Business Response /* (1000, 11, 2016/03/04) */
I cannot speak about the gift cards as I am not aware of any such a
promotion being run, nor is it listed in any marketing documentation or
lease. As for the damages, I have attached a link to view the pictures. In
addition I have attached...

copies of the damage reports and the lease. You
will see that the home was significantly damaged by the tenant during their
stay.
Move in Photos:
[redacted]
Move out Photos:
[redacted]
We will be unable to return any part of the deposit and expect payment in
full from the resident.
[redacted] MBA
Senior Property Manager
[redacted]
O'Fallon, MO XXXXX

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]

Initial Business Response /* (1000, 10, 2015/10/12) */
[redacted]Document Attached[redacted]
Ms. [redacted] did apply for a home through our organization, and was made aware of Berkeley occupancy restrictions which require a tenant application in order to finalize an occupancy permit. Ms. [redacted] was...

initially screened with a 1.5 x monthly rent as a security deposit, but I did override that the a standard 1.0 x deposit. (email verification included)
Ms. [redacted] signed a lease which states our policy on early termination of a lease. I've attached that signed lease and highlighted the appropriate areas. The home did pass occupancy just a couple of days prior to Ms. [redacted] taking occupancy, verifying that the municipal inspectors with the City of Berkeley confirmed the home to be finished and in good working order, ready for occupancy. Ms. [redacted]'s occupancy permit is attached.
Ms. [redacted] did a move in walkthrough with a member of our team on 8/29/2015. AT that time, she completed and signed a Move In Inspection Checklist and a Move In Work Order. The items that she lists as needing addressed are:
-American Brand stove burners rusty
-Linen closet shelf missing a board
-Board in one bedroom closet doesn't stay down
- No back door key.
The next day, Ms. [redacted] contacted our offices and spoke to [redacted] Sr. Property Manager. She explained that she was looking for a way out of her lease because she felt unsafe in the neighborhood and was in a domestic situation. [redacted] quoted our termination policy and explained that since she had received an occupancy permit and moved in that the owner of the home would have the expense and lost rental time associated with having to go through the occupancy inspection process again. Therefore we could not terminate her lease and refund all money.
The next day, Ms. [redacted] called in to complain about her hot water heater, air conditioning and spiders. We put in urgent work orders for all and had the hot water heater inspected by a technician and deemed to be working the same day, the AC was serviced within two days and we hired a pest control company that sprayed for spiders within a week.
Ms. [redacted] notified us on 9/1/2015 that she had vacated the premises. Please see Section 21 of the lease document for early termination agreement