American Eagle Investments

[redacted] , #1f497d;"> This is in response to [redacted] complaintOn 2/14/9:17pm [redacted] emailed me to let me know about the problems he was having which he stated in his complaintOn 2/14/9:48pm I emailed [redacted] back the following email “ [redacted] , I am sorry to hear that you are having issueI haven’t received any calls or messages from you on the emergency lineI will contact someone immediately to resolve all of the issues you are havingThey will contact you directly to schedule an appointmentThe issues must have happened overnight (with the exception of the door knob) because we had the locks change at the property yesterday and there were no issues at that timeThe property was professionally cleaned but there have been people in and out of the property which probably tracked in some dirtPlease let me know if the vendor doesn’t contact you by the end of the day tomorrow to make all the necessary repairsIn the mean time please don’t use the bathroom upstairs and turn off all applicable breakers to eliminate any dangerThank you” 2/15/10:25am I emailed [redacted] to let him know the vendor had been trying to contact him all morning and he was not able to reach him and I asked him to please call the vendor asap so they can resolve the issue 2/16/the vendor met [redacted] at the property and made the plumbing repair 2/17/ [redacted] emailed me to let me know the leak had been fixedI emailed him back letting him know I would contact someone to repair or replace the drywall that had been wetI also asked [redacted] if he could meet me at the house so I could see the drywall that had been wet so I could get the appropriate person to repair or replace the drywall 2/18/I me [redacted] at the property to review the damageThe drywall damage was not as bad as [redacted] described to me and it had already dried out and just had a water stain on itWhile I was at the property [redacted] said his mother spoke to him about what happened and he said he realized he over reactedI contacted the vendor to go to the property to make the repairs 2/20/I emailed [redacted] to let him know the vendors are very busy but someone will still be coming to repair the water stained ceiling The vendor and [redacted] communicated with each other to schedule the appointment 2/24/the vendor went to the property and replaced all the drywall on the ceiling that had previously been wet All of [redacted] issues have been resolved Please feel free to email me if you have any questions Thanks, [redacted] Property Manager American Eagle Investments p: [redacted] f: [redacted]

This email is in response to a complaint made against usBelow are all the email communications between the tenant and IAs you can see from the calculations below the tenant has not over paid her account
through the end of her current leaseShe currently has a balance of +$3,and she currently has months left on her current leaseThe rent is $per month$x 4= $3,
8-22-I received an online comment from the tenant through our tenant portal stating
“You have brought to my attention that I overpaid my account by Please forward this amount to *** *** ** ***Thank you”
8-22-My emailed response to the tenant
“I received the following message from youI am not sure what you are referring to about over paying your rent by $because you haven’t paid your rent this month and you have a balance due of $which was also outlined on the 5-day notice I sent youAs per our conversation last week you said you have made three large payments since you started your lease option contract with us, one for $on 3/12/13, one for $on 10/4/14 and the other one you were unsure of when you madeAs we discussed I don’t show any record of the 3rd payment being madeI asked you to please provide me with a copy of the front and back of the cancelled check so I could research itYou said you were going to send it to me but as of today I haven’t received itPlease provide me with a copy of the front and back of the cancelled check for the 3rd payment so I can research it and credit your account accordingly.”
8-30-The tenant emailed me
“Here is the info you requestedHopefully this will expedite the update to my account. Let me know if I still need to come in Tuesday.”
8-31-I responded to the tenants email stating
“Thank you for sending me the cancelled checkI researched the payment and im not sure why your account with us was not creditedI made the correction in our system and your balance is paid in full and you now have a credit balance of $I sincerely apologize for all the confusion and the error that was made on our endPlease let me know if you have any other questionsThank you again.”
9-2-The tenants response to my email
“My question this past week was not an issue of credit but overpaymentIt appears in my accounting I paid for July twice and if so I would like that reimbursed.”
9-2-My response to the tenant
“You were not charged rent twice in July so I'm not sure what you are referring toIf you look online you can see the rent that was charged each monthThanks”
9-3-The tenant also emailed
“I'm not sure what's hard to understand about the below email I need you to review the numbers and confirm for me what American Eagle plans to do to resolve this issue thank you”
The tenants below email she is referring to states
“Ok, from the beginningif you recall the letter you set me, I was late by for augustAfter applying would leave Subtract more months on lease equals 5370-leaves Is this correct?”
9-3-The tenant emailed me
“Day since I asked about the reconciliation of my accountIs there an update?”
9-3-My response to the tenant
“I have already responded to your request to let you know what your balance isI'm not sure from this point what other information you are looking forIf you go online you can see all the charges and payments with usThanks”
9-3-The tenants response to my email
“So you are ignoring my calculations from my email yesterday?”
9-4-My response to the tenant
“I am not ignoring your calculations, I already emailed you to let you know they were incorrectAfter reviewing your account further I discovered that you were never charged rent in February so I will also make that correctionBelow is a detailed summary of your account
1/31/you made a payment of $2,for the lease option deposit of $2,
1/31/you made a payment of $5,
3/12/you made a payment of $5,
3/20/you made a payment of $5,
10/04/you made a payment of $5,
Total amount paid $21,
Rent was charged each month beginning 3/01/in the amount of $
(3/1/2013-9/1/2013) $895.00x19= $17,
$21,480.00-$17,005.00= $4,This is the balance I indicated in my last email to you after the payment correction was madeI will now charge rent for 2/1/which will leave you with a new balance of +$3,
Regarding the calculations on the 5-day notice I sent you your balance before August rent was charged was only +$
Balance +$
August rent- $
Balance due $
Late fees were also charged for August in the amount of $but those were removed once the payment error had been corrected.”
9-4-The tenants response to my email
“How is it possible that I was not charged for rent upon initiation of my leaseI certainly paid the down payment plus the first months rent at the time I picked up my keysI never sent payments based on your system but where my records left offAgainif my balance after deducting sept is as you are stating and I owe for more months@ 895, you all still have too much money from meAs opposed to sending emails, I have requested verbal and face to face appointments which have not been honoredI will take extra steps by obtaining copies of all cashed checks, which you can just as easily verify with your own bank, to show cause for you to reevaluate your recordings of my account, since this concept is too far above understandingI would then expect this issue to be resolved without delayIt also boggles me that this is the first I am hearing about 2/1/rent, even though it has no bearing on this scenario, as we are only discussing current data.”
9-4-I responded to the tenants email stating
“When you and I were emailing back and forth last week I notified you that you were welcome to come to the office on Tuesday at 5:15 to discuss this matterYou emailed me a copy of the cancelled check that I had been requesting and asked me if you still NEED to come to the officeI told you that you don’t NEED to come to the office now that you emailed me a copy of the cancelled check that I had been requestingIf you would still like to come to the office to discuss this then you are welcome to do soPlease let me know what day and time you would like to come to the office
You are welcome to get copies off all the cancelled checks but the deposits you made are no longer in question and we have record of all the deposits you madeI sent you a detailed outline of all the charges and paymentsI was not with the company when you initialed moved into the property in February so I cannot speak for the person that was here as to why you were not charged rent for February when you first moved inAfter reviewing your account further, per your request, I discovered you weren’t charged rent for February If you are questioning the balance that you currently have then February does have a bearing on this scenarioI have now charged you February rent which wasn’t charged initially
Now that I have reviewed everything with you and sent you a detailed outline of all the charges and payments you have made I’m not sure what you are actually requesting or what you would like to know
Please be specific about what you are requesting so there is no miscommunication and we can come to a resolution on this issue.”
As of today I have not received a response from the tenant regarding my previous email
Thanks,
*** ***
Manager
American Eagle Investments
p: ***
f: ***

[redacted],
""> This is in response to [redacted] complaintOn 2/14/9:17pm [redacted] emailed me to let me know about the problems he was having which he stated in his complaintOn 2/14/9:48pm I emailed [redacted] back the following email
" [redacted],
I am sorry to hear that you are having issueI haven't received any calls or messages from you on the emergency lineI will contact someone immediately to resolve all of the issues you are havingThey will contact you directly to schedule an appointmentThe issues must have happened overnight (with the exception of the door knob) because we had the locks change at the property yesterday and there were no issues at that timeThe property was professionally cleaned but there have been people in and out of the property which probably tracked in some dirtPlease let me know if the vendor doesn't contact you by the end of the day tomorrow to make all the necessary repairsIn the mean time please don't use the bathroom upstairs and turn off all applicable breakers to eliminate any dangerThank you"
2/15/10:25am I emailed [redacted] to let him know the vendor had been trying to contact him all morning and he was not able to reach him and I asked him to please call the vendor asap so they can resolve the issue
2/16/the vendor met [redacted] at the property and made the plumbing repair
2/17/[redacted] emailed me to let me know the leak had been fixedI emailed him back letting him know I would contact someone to repair or replace the drywall that had been wetI also asked [redacted] if he could meet me at the house so I could see the drywall that had been wet so I could get the appropriate person to repair or replace the drywall
2/18/I me [redacted] at the property to review the damageThe drywall damage was not as bad as [redacted] described to me and it had already dried out and just had a water stain on itWhile I was at the property [redacted] said his mother spoke to him about what happened and he said he realized he over reactedI contacted the vendor to go to the property to make the repairs
2/20/I emailed [redacted] to let him know the vendors are very busy but someone will still be coming to repair the water stained ceiling
The vendor and [redacted] communicated with each other to schedule the appointment
2/24/the vendor went to the property and replaced all the drywall on the ceiling that had previously been wet
All of [redacted] issues have been resolved
Please feel free to email me if you have any questions
Thanks,
[redacted]
Property Manager
American Eagle Investments
p: [redacted]
f: [redacted]

Review: Manager sent late notice that I owed bal as of aug in amt of 370.00. Cr of 5740.00 was applied to clear balance with 895.remaining as credit. Today 1st time notification charges for 2/1/13 not collected which were paid at time of lease agreemnt, so she is refusing to release funds. Multiple calls, emails never fully addressed issue, and requests for physical meetings not honored. No late notice or documented intent to collect funds for 2/1/13 ever provided until I inquired several times over last 10 days about credit on account based on notice mailed to me and email from 9/2/14 from mgrDesired Settlement: Appropriate and proactive customer contact. Full disclosure at initial inquiry. Better accouting and reporting process. Eliminate perception of attempts to mislead or prevent best practice efforts. Mailed check refund of 895.00.

Business

Response:

This email is in response to a complaint made against us. Below are all the email communications between the tenant and I. As you can see from the calculations below the tenant has not over paid her account through the end of her current lease. She currently has a balance of +$3,580.00 and she currently has 4 months left on her current lease. The rent is $895.00 per month. $895.00 x 4= $3,580.00

8-22-14 I received an online comment from the tenant through our tenant portal stating

“You have brought to my attention that I overpaid my account by 895.00. Please forward this amount to [redacted]. Thank you”

8-22-14 My emailed response to the tenant

“I received the following message from you. I am not sure what you are referring to about over paying your rent by $895.00 because you haven’t paid your rent this month and you have a balance due of $407.00 which was also outlined on the 5-day notice I sent you. As per our conversation last week you said you have made three large payments since you started your lease option contract with us, one for $5370.00 on 3/12/13, one for $5000.00 on 10/4/14 and the other one you were unsure of when you made. As we discussed I don’t show any record of the 3rd payment being made. I asked you to please provide me with a copy of the front and back of the cancelled check so I could research it. You said you were going to send it to me but as of today I haven’t received it. Please provide me with a copy of the front and back of the cancelled check for the 3rd payment so I can research it and credit your account accordingly.”

8-30-14 The tenant emailed me

“Here is the info you requested. Hopefully this will expedite the update to my account. Let me know if I still need to come in Tuesday.”

8-31-14 I responded to the tenants email stating

“Thank you for sending me the cancelled check. I researched the payment and im not sure why your account with us was not credited. I made the correction in our system and your balance is paid in full and you now have a credit balance of $4475.00. I sincerely apologize for all the confusion and the error that was made on our end. Please let me know if you have any other questions. Thank you again.”

9-2-14 The tenants response to my email

“My question this past week was not an issue of credit but overpayment. It appears in my accounting I paid for July twice and if so I would like that reimbursed.”

9-2-14 My response to the tenant

“You were not charged rent twice in July so I'm not sure what you are referring to. If you look online you can see the rent that was charged each month. Thanks”

9-3-14 The tenant also emailed

“I'm not sure what's hard to understand about the below email I need you to review the numbers and confirm for me what American Eagle plans to do to resolve this issue thank you”

The tenants below email she is referring to states

“Ok, from the beginning... if you recall the letter you set me, I was late by 370 for august. After applying 5740 would leave 5370. Subtract 5 more months on lease equals 4475. 5370-4475 leaves 895. Is this correct?”

9-3-14 The tenant emailed me

“Day 8 since I asked about the reconciliation of my account... Is there an update?”

9-3-14 My response to the tenant

“I have already responded to your request to let you know what your balance is. I'm not sure from this point what other information you are looking for. If you go online you can see all the charges and payments with us. Thanks”

9-3-14 The tenants response to my email

“So you are ignoring my calculations from my email yesterday?”

9-4-14 My response to the tenant

“I am not ignoring your calculations, I already emailed you to let you know they were incorrect. After reviewing your account further I discovered that you were never charged rent in February so I will also make that correction. Below is a detailed summary of your account.

1/31/2013 you made a payment of $2,000.00 for the lease option deposit of $2,000.00

1/31/2013 you made a payment of $5,370.00

3/12/2013 you made a payment of $5,370.00

3/20/2013 you made a payment of $5,740.00

10/04/2013 you made a payment of $5,000.00

Total amount paid $21,480.00

Rent was charged each month beginning 3/01/2013 in the amount of $895.00

(3/1/2013-9/1/2013) $895.00x19= $17,005.00

$21,480.00-$17,005.00= $4,475.00. This is the balance I indicated in my last email to you after the payment correction was made. I will now charge rent for 2/1/2013 which will leave you with a new balance of +$3,580.00

Regarding the calculations on the 5-day notice I sent you your balance before August rent was charged was only +$525.00.

Balance +$525.00

August rent- $895.00

Balance due $370.00

Late fees were also charged for August in the amount of $37.00 but those were removed once the payment error had been corrected.”

9-4-14 The tenants response to my email

“How is it possible that I was not charged for rent upon initiation of my lease. I certainly paid the down payment plus the first 6 months rent at the time I picked up my keys. I never sent payments based on your system but where my records left off. Again.... if my balance after deducting sept is 4475 as you are stating and I owe for 5 more months@ 895, you all still have too much money from me. As opposed to sending emails, I have requested verbal and face to face appointments which have not been honored. I will take extra steps by obtaining copies of all cashed checks, which you can just as easily verify with your own bank, to show cause for you to reevaluate your recordings of my account, since this concept is too far above understanding. I would then expect this issue to be resolved without delay. It also boggles me that this is the first I am hearing about 2/1/13 rent, even though it has no bearing on this scenario, as we are only discussing current data.”

9-4-14 I responded to the tenants email stating

“When you and I were emailing back and forth last week I notified you that you were welcome to come to the office on Tuesday at 5:15 to discuss this matter. You emailed me a copy of the cancelled check that I had been requesting and asked me if you still NEED to come to the office. I told you that you don’t NEED to come to the office now that you emailed me a copy of the cancelled check that I had been requesting. If you would still like to come to the office to discuss this then you are welcome to do so. Please let me know what day and time you would like to come to the office.

You are welcome to get copies off all the cancelled checks but the deposits you made are no longer in question and we have record of all the deposits you made. I sent you a detailed outline of all the charges and payments. I was not with the company when you initialed moved into the property in February so I cannot speak for the person that was here as to why you were not charged rent for February 2013 when you first moved in. After reviewing your account further, per your request, I discovered you weren’t charged rent for February 2013. If you are questioning the balance that you currently have then February 2013 does have a bearing on this scenario. I have now charged you February 2013 rent which wasn’t charged initially.

Now that I have reviewed everything with you and sent you a detailed outline of all the charges and payments you have made I’m not sure what you are actually requesting or what you would like to know.

Please be specific about what you are requesting so there is no miscommunication and we can come to a resolution on this issue.”

As of today I have not received a response from the tenant regarding my previous email.

Thanks,

Manager

American Eagle Investments

p: [redacted]

f: [redacted]

Review: Good day

I received my keys from American Eagle Investments to the home [redacted]; that I planned to rent. Upon entering the home to do my Walk-Through, it did not look the same from when I viewed it a couple of weeks ago. The floors downstairs were dirty, a hole in the wall. Upon entering the Living Room, there was water on the floor. There is a leak from the upstairs bathroom. And it is leaking right near a outlet. The ceiling appears as if it is going to collapse. I have a severe allergy to mold and mildew and became sick from standing in the living room. I called the main office at [redacted] at 4:59. There was no answer. I called the Emergency Maintenance line at [redacted]. No one called back on Friday.

I have never experienced anything like this before and very disappointed in this whole experience. I absolutely do not feel comfortable with this home.Desired Settlement: I want to be released from the lease and a full refund of my deposit $1,125 and prorated rent $603.

Business

Response:

[redacted],

This is in response to [redacted] complaint. On 2/14/14 9:17pm [redacted] emailed me to let me know about the problems he was having which he stated in his complaint. On 2/14/14 9:48pm I emailed [redacted] back the following email

“ [redacted],

I am sorry to hear that you are having issue. I haven’t received any calls or messages from you on the emergency line. I will contact someone immediately to resolve all of the issues you are having. They will contact you directly to schedule an appointment. The issues must have happened overnight (with the exception of the door knob) because we had the locks change at the property yesterday and there were no issues at that time. The property was professionally cleaned but there have been people in and out of the property which probably tracked in some dirt. Please let me know if the vendor doesn’t contact you by the end of the day tomorrow to make all the necessary repairs. In the mean time please don’t use the bathroom upstairs and turn off all applicable breakers to eliminate any danger. Thank you”

2/15/14 10:25am I emailed [redacted] to let him know the vendor had been trying to contact him all morning and he was not able to reach him and I asked him to please call the vendor asap so they can resolve the issue.

2/16/14 the vendor met [redacted] at the property and made the plumbing repair.

2/17/14 [redacted] emailed me to let me know the leak had been fixed. I emailed him back letting him know I would contact someone to repair or replace the drywall that had been wet. I also asked [redacted] if he could meet me at the house so I could see the drywall that had been wet so I could get the appropriate person to repair or replace the drywall.

2/18/14 I me [redacted] at the property to review the damage. The drywall damage was not as bad as [redacted] described to me and it had already dried out and just had a water stain on it. While I was at the property [redacted] said his mother spoke to him about what happened and he said he realized he over reacted. I contacted the vendor to go to the property to make the repairs.

2/20/14 I emailed [redacted] to let him know the vendors are very busy but someone will still be coming to repair the water stained ceiling.

The vendor and [redacted] communicated with each other to schedule the appointment

2/24/14 the vendor went to the property and replaced all the drywall on the ceiling that had previously been wet.

All of [redacted] issues have been resolved.

Please feel free to email me if you have any questions.

Thanks,

Property Manager

American Eagle Investments

p: [redacted]

f: [redacted]