Hello,
To reiterate what our previous response said and respond to *** *** new complaints:
*** *** applied on the late afternoon of the 24th We responded with questions on the 25th and again were in communication on the 28th We do not work after 5:PM or on weekends, so the dates of our questions were not to waste time, but based on when the questions came up as well as our business hoursI also find it interesting how his original complaint states we took a week to get back to him to ask the questions, but in his follow up complaint, he states we responded to him with questions within day of receiving the application
We ask "ridiculous" questions like pets names in the application because these are things required in our lease and it makes sense to gather this information up frontWe also charge a very standard application fee for our industry and the reason we charge everyone over the age of is because there is a cost associated with each individual report We do not choose which applicants to screen, if you are over 18, you are screened We agree that there are other companies or individual owners with lesser application fees or more relaxed standards on screeningsThis doesn't mean that anyone who does differently than his new Landlord is greedy, or a scammer, it means we all base our processes on different guidelines.
The reason *** *** saw the home sit for so long after he was denied was because the applicant that was approved instead of *** *** had a later move in date The home was off the market starting at the approval date and until the day the applicant backed out we did not accept any other applications - or fees - on the home. His claims that we allow our homes to sit so we can "rake" in application fees instead of rent are truly nonsensical
I am attaching a copy of our application terms and conditions as well as a screen shot from our website showing that the application fee is non - refundable We will not be changing our stance on the refund as we did not, at anytime, do any of the things *** *** is accusing us of or using to justify a return of a non-refundable charge
Thank you
*** ***
*** ***Owner - Mosaic Properties
To Whom it May Concern,
As a business who deals with customer service when working with both owners and perspective tenants, we try our best to approve or deny applicants in a timely mannerIt is most important that we treat everyone the same in regards to Fair Housing Laws and our company
policyWe do our best job working with perspective applicants, but ultimately, our Owners make the final decision on who they accept as tenants in their propertyIn this case, the Owner chose to approve another, better applicant who then backed out of moving into the property, hence why the property was still available 50+ days later as the complaint statesHere is the timeline of events that transpired that led to this complaint
7/- Applicant and Father Applied at 4:PM and 11:AM respectively
7/- Previous Landlord did not return Rental Verification and Applicant was Called to explain what else we needed to send application for approval
7/- 7/- Office is Closed on the WeekendNo calls were returned to us
7/- After neither answered our calls from before the weekend, we left voice mails again for bothAt the end of the day, we still did not have answers, so we presented the application to the owner
7/- Owner had applications to choose fromAnother application was selected and this applicant was denied
7-- 8/- Called Applicant several times to Explain applicant was denied and see if they wanted to transfer application to another propertyHad to leave voice mails to call us back, which took several days
In this, as well as every case, we have someone who works tirelessly on every applicationThe Leasing Coordinator is in constant contact with those perspective tenants throughout and keeps them informed throughout the processThis application was submitted on 7/24, a ThursdaySince our office is closed on the Weekend, we tried everything in our power to present this application before the weekendSince we did not receive a valuable piece of information (Rental Verification) and could not talk to the applicants until after the weekend, there is nothing we could do to complete the application and present it to the owner before MondayAs you can see, the process took about a week from start to finishIf the applicant and Father were more available by phone, this could have been completed exponentially faster.
The application fee of $35/applicant over years of age is used for the credit/background check and the time and effort it takes to gather other vital information neededOur application states the application fee of $is non-refundableWe asked them to transfer to another property that was available, in which they wouldn't have been charged another application feeI don't feel right about refunding application fees in this case because of the lack of communication the applicant had with us throughout the processWe continually try to improve our process to streamline the time it takes to present an application to an owner, but the applicant needs to communicate and give us sometimes the information we did not receive in the application or from their former LandlordIn this case, I feel the only reason the process took as long as it did was because that lack of communication and response from the applicant and FatherThe process did not even take days, let alone days just to hear a response as the applicant claims in their complaintIf you need any additional information, please let us knowThank you
We took on management of this home right after *** *** purchased it as an investment property from a Realtor outside our organization The decision on where to price a home is always one that the owner controls and not our staffWe provide information and market expertise, but in the end,
the owner's financial and investment plans are often why a property is listed higher (or lower) than we or the market suggests.Our contract with *** *** lasted for months, not the months she has listed here In that time frame, her Property Manager, his supervisor and other employees spoke with her constantly, visited the home many times outside showing and scheduled visits and did everything they could to market the home to as large of a number of people as possible The communication we had with *** *** was not just about lowering the rental rate, but as we monitor comparable listings and see market changes, we do provide that feedback and suggestions We also suggested that a home of this size and in this price range is hurt by the lack of completed back yardWe provided bids for a backyard landscaping in *** *** budget as well as completed several out of the box marketing ideas that were an additional expense to Mosaic Properties but part of the process of marketing some homes *** *** was aware of all of this and over the course of the months, her and her PM shared over emails and were in constant communication. *** *** decided to approve a price drop to what we felt was the right price for the market, and then cancelled on us days later, we were not able to provide a tenant at that price given the very short amount of time Her new company actually rented the home out for less than our last price and it took days on market and one price drop of for them to find a tenant Please see the attached MLS from her new management company showing this.We had explained to *** *** several times since she canceled why the start up fee would not be refunded to her In the months we had the property, we worked diligently on advertising and marketing the home and while we ultimately did not get a renter, we make no guarantee that we will or that the start up fee is refundable and based on the final rental price of 1850.00, the lack of applicants was based around the rental rate and not our marketing efforts.We also explained to *** *** that we couldn't communicate with her then fiance He was not on the contract or on the tax records and we are unable to take direction from an outside party No one hung up on him at any time, but we did try to explain why we couldn't take his direction and when he didn't hear what he wanted we asked to end the conversation as it was going nowhere.We also did call and email *** *** several times after her cancellation to respond to her requests for a refundWe have never ignored her, but we have not been able to agree to refund the money and she continues to call and email asking I personally left her a message in January and February with no return call.The decision to retain our start up fee was not a choice to financially hurt MsGarcia We had an agreement, we feel that we upheld our agreement and no personal feelings were taken into account when *** *** cancelled and we chose to not refund her money that had already been spent We manage homes for many active and retired military families and our own employees have either served themselves or their spouses have served for our country so the assumption that we are doing this to be against our military is something we take objection too We made the business decision to uphold our contract based on proof of constant communication, strong marketing and a home that wasn't rentable by any company until it reached a certain price point.I also am not sure how *** *** got to her dollar amount of she feels she is owed back THe start up fee was and she provided a reserve She approved a rekey of the home at a cost of This amount came out of her reserve and left a balance of owed to her which was sent via ACH after her cancellation was processed I am attaching a statement showing the dollar amounts, the MLS from the new company showing the rental days on market and final rental rate and our rental MLS showing the days on market as being months, not 8.Thank you and please feel free to contact me with questions ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
All of what Mosaic wrote is just a bunch of words to cover up the fact that they did not work diligently for the $start up feeThey did not market the property correctly and they are the ones that told me how much to list it for based off their market comparableAs you can see here in the attached I was very upset with their tactics since the beginningI still want my $back, they did not earn it nor do they deserve to keep the moneyThis is an untrustworthy company and they are keeping money that they know they did not earnI want my money refunded for their advertising
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am requesting screen shots of my phone number being called on all of these supposed call dates mentioned
It can easily be proven by accessing the call activity online and doing a screen shot of when I was supposedly called all of
those times
I guarantee they won't be able to provide them. All corespondence with this company was done with numbers that began
with ***A screenshot of either their cell phone call logs or mine will show there was no contact
from this company after Monday 07/and that their reply to my complaint is full of lies, as I expected
The only thing correct is that both my dad and I applied on 07/I will attach here a photo of my call logs from when
they finally got back with us on Monday 08/That is DAYS
FROM THE TIME WE PAIDIt sounds to me like they chose another applicant and just blew us off
and when that applicant backed out they tried to offer it to us again on 08/04.
Would anyone believe for a minute that WE were the ones who held things up when we had to be out of
our old house in just a few days, in a desperate situation, facing angry new occupants who need to move in?
Does it make any sense whatsoever that WE would not call them back RIGHT AWAY with the kind of stress we were under
to find a place with such little time left? I expected them to respond and lie but to say that WE were
the ones at fault for the delay is beyond ridiculous and I doubt anyone who reads this complaint will buy that story either
After we paid on Thurs 07/there was plenty of time to qualify here by the end of the monthThey called back
on Fri 07/with "a few small questions" so I called them and answered themThen on Monday 07/they called
again wanting to ask "a few more small questions"This wasted a few days right thereThe questions required by
this company are so ridiculous they even require you to provide your cats name on the application
After answering her questions on Mon 07/she said "Okay then, we have everything we need from you now so
we'll go ahead and get this submitted to the owner for approval right awayThen they just blew us offThere
was no contact until the following Monday on 08/We had to be out days before that
When I first contacted them they told me this property was HOT and that they had MANY inquiries for it, so if we
wanted it we'd better put in an app right awaySo, how is it then that almost months later it's STILL not
leased out? This clearly proves either a total incompetence on their part or that they're just milking the property
for as long as they can to keep raking in a ton of $app feesMy guess is the latter
It's unethical to charge people who desperately need to get into a place right away and then leave
them hanging for so long When you charge for a service a reasonable amount of time is expected
The property we ended up going with charged us one $app fee and we had keys in daysMosaic charges $PER
EVERY OCCUPANT OVER which is unethically greedy and then takes days to approve or decline you?
That much time is beyond anything reasonable and we deserve a refund here not a bunch of lies and even more
frustration
If they refuse to provide proof of the supposed calls after 07/I can provide my call activity to show there were none
until 08/04.
Regards,
*** ***
At Mosaic Properties, we believe that problems are best solved when each side takes the time to listen and understand the dynamics of the situation From this reaching a amicable resolution happen naturally and everyone learns and grows from the conversationAt times, part of the resolution may mean that Mosaic Properties offers a show of goodwill by agreeing to refund or discount the fees our clients have paid.There are times though that the details our client (past or present) shares with us do not match verifiable facts or agreed upon contractual obligationsWhen this is the case, we communicate our findings in a professional manner and explain that while customer satisfaction is of utmost importance to us, we do not offer refunds or goodwill adjustments in this type of situationWe will work to understand what has led to the communication breakdown and will present a plan for moving forwardShould the customer not agree with our findings or plan, we will take the time to review again and ask for third party opinions but in the end, if a customer is using sensationalism to make their case, we will not allow them to undermine the hard work of our employees or lead to higher pricing for our customers who do not resort to such tactics.In regards to *** *** Revdex.com complaint, she has communicated inaccurate details to try to force Mosaic Properties to change what we have communicated to her over months agoShe has also recently taken to internet review sites to post reviews using details that contradict her statements made in this complaint but are also just as inaccurate.We are attaching files in support of our findings that we can not find claim to *** *** suggestions of our lack of communication and marketingWe are also attaching further documentation about her first claim complaint (but changed after our response) that she is owed a sum larger than provided to us.We noticed that the attachment *** *** uploaded last lacked any datesWhen taken in the context as she shared it could support her position, but when taken in the actual time of months between and different subjects it means something much different than what *** *** sharedWith that in mind, we are including the same email conversations as attachments, but ours include the dates. Should there be any questions, please let me know I have spent time reviewing our decision on this back in September when she asked, again in December and January when her fiance asked and again when she emailed and I left messages to discuss, so I am very in tune with the background that led to our decision.Thank you.*** ***
Hello,
To reiterate what our previous response said and respond to *** *** new complaints:
*** *** applied on the late afternoon of the 24th We responded with questions on the 25th and again were in communication on the 28th We do not work after 5:PM or on weekends, so the dates of our questions were not to waste time, but based on when the questions came up as well as our business hoursI also find it interesting how his original complaint states we took a week to get back to him to ask the questions, but in his follow up complaint, he states we responded to him with questions within day of receiving the application
We ask "ridiculous" questions like pets names in the application because these are things required in our lease and it makes sense to gather this information up frontWe also charge a very standard application fee for our industry and the reason we charge everyone over the age of is because there is a cost associated with each individual report We do not choose which applicants to screen, if you are over 18, you are screened We agree that there are other companies or individual owners with lesser application fees or more relaxed standards on screeningsThis doesn't mean that anyone who does differently than his new Landlord is greedy, or a scammer, it means we all base our processes on different guidelines.
The reason *** *** saw the home sit for so long after he was denied was because the applicant that was approved instead of *** *** had a later move in date The home was off the market starting at the approval date and until the day the applicant backed out we did not accept any other applications - or fees - on the home. His claims that we allow our homes to sit so we can "rake" in application fees instead of rent are truly nonsensical
I am attaching a copy of our application terms and conditions as well as a screen shot from our website showing that the application fee is non - refundable We will not be changing our stance on the refund as we did not, at anytime, do any of the things *** *** is accusing us of or using to justify a return of a non-refundable charge
Thank you
*** ***
*** ***Owner - Mosaic Properties
To Whom it May Concern,
As a business who deals with customer service when working with both owners and perspective tenants, we try our best to approve or deny applicants in a timely mannerIt is most important that we treat everyone the same in regards to Fair Housing Laws and our company
policyWe do our best job working with perspective applicants, but ultimately, our Owners make the final decision on who they accept as tenants in their propertyIn this case, the Owner chose to approve another, better applicant who then backed out of moving into the property, hence why the property was still available 50+ days later as the complaint statesHere is the timeline of events that transpired that led to this complaint
7/- Applicant and Father Applied at 4:PM and 11:AM respectively
7/- Previous Landlord did not return Rental Verification and Applicant was Called to explain what else we needed to send application for approval
7/- 7/- Office is Closed on the WeekendNo calls were returned to us
7/- After neither answered our calls from before the weekend, we left voice mails again for bothAt the end of the day, we still did not have answers, so we presented the application to the owner
7/- Owner had applications to choose fromAnother application was selected and this applicant was denied
7-- 8/- Called Applicant several times to Explain applicant was denied and see if they wanted to transfer application to another propertyHad to leave voice mails to call us back, which took several days
In this, as well as every case, we have someone who works tirelessly on every applicationThe Leasing Coordinator is in constant contact with those perspective tenants throughout and keeps them informed throughout the processThis application was submitted on 7/24, a ThursdaySince our office is closed on the Weekend, we tried everything in our power to present this application before the weekendSince we did not receive a valuable piece of information (Rental Verification) and could not talk to the applicants until after the weekend, there is nothing we could do to complete the application and present it to the owner before MondayAs you can see, the process took about a week from start to finishIf the applicant and Father were more available by phone, this could have been completed exponentially faster.
The application fee of $35/applicant over years of age is used for the credit/background check and the time and effort it takes to gather other vital information neededOur application states the application fee of $is non-refundableWe asked them to transfer to another property that was available, in which they wouldn't have been charged another application feeI don't feel right about refunding application fees in this case because of the lack of communication the applicant had with us throughout the processWe continually try to improve our process to streamline the time it takes to present an application to an owner, but the applicant needs to communicate and give us sometimes the information we did not receive in the application or from their former LandlordIn this case, I feel the only reason the process took as long as it did was because that lack of communication and response from the applicant and FatherThe process did not even take days, let alone days just to hear a response as the applicant claims in their complaintIf you need any additional information, please let us knowThank you
We took on management of this home right after *** *** purchased it as an investment property from a Realtor outside our organization The decision on where to price a home is always one that the owner controls and not our staffWe provide information and market expertise, but in the end,
the owner's financial and investment plans are often why a property is listed higher (or lower) than we or the market suggests.Our contract with *** *** lasted for months, not the months she has listed here In that time frame, her Property Manager, his supervisor and other employees spoke with her constantly, visited the home many times outside showing and scheduled visits and did everything they could to market the home to as large of a number of people as possible The communication we had with *** *** was not just about lowering the rental rate, but as we monitor comparable listings and see market changes, we do provide that feedback and suggestions We also suggested that a home of this size and in this price range is hurt by the lack of completed back yardWe provided bids for a backyard landscaping in *** *** budget as well as completed several out of the box marketing ideas that were an additional expense to Mosaic Properties but part of the process of marketing some homes *** *** was aware of all of this and over the course of the months, her and her PM shared over emails and were in constant communication. *** *** decided to approve a price drop to what we felt was the right price for the market, and then cancelled on us days later, we were not able to provide a tenant at that price given the very short amount of time Her new company actually rented the home out for less than our last price and it took days on market and one price drop of for them to find a tenant Please see the attached MLS from her new management company showing this.We had explained to *** *** several times since she canceled why the start up fee would not be refunded to her In the months we had the property, we worked diligently on advertising and marketing the home and while we ultimately did not get a renter, we make no guarantee that we will or that the start up fee is refundable and based on the final rental price of 1850.00, the lack of applicants was based around the rental rate and not our marketing efforts.We also explained to *** *** that we couldn't communicate with her then fiance He was not on the contract or on the tax records and we are unable to take direction from an outside party No one hung up on him at any time, but we did try to explain why we couldn't take his direction and when he didn't hear what he wanted we asked to end the conversation as it was going nowhere.We also did call and email *** *** several times after her cancellation to respond to her requests for a refundWe have never ignored her, but we have not been able to agree to refund the money and she continues to call and email asking I personally left her a message in January and February with no return call.The decision to retain our start up fee was not a choice to financially hurt MsGarcia We had an agreement, we feel that we upheld our agreement and no personal feelings were taken into account when *** *** cancelled and we chose to not refund her money that had already been spent We manage homes for many active and retired military families and our own employees have either served themselves or their spouses have served for our country so the assumption that we are doing this to be against our military is something we take objection too We made the business decision to uphold our contract based on proof of constant communication, strong marketing and a home that wasn't rentable by any company until it reached a certain price point.I also am not sure how *** *** got to her dollar amount of she feels she is owed back THe start up fee was and she provided a reserve She approved a rekey of the home at a cost of This amount came out of her reserve and left a balance of owed to her which was sent via ACH after her cancellation was processed I am attaching a statement showing the dollar amounts, the MLS from the new company showing the rental days on market and final rental rate and our rental MLS showing the days on market as being months, not 8.Thank you and please feel free to contact me with questions ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
All of what Mosaic wrote is just a bunch of words to cover up the fact that they did not work diligently for the $start up feeThey did not market the property correctly and they are the ones that told me how much to list it for based off their market comparableAs you can see here in the attached I was very upset with their tactics since the beginningI still want my $back, they did not earn it nor do they deserve to keep the moneyThis is an untrustworthy company and they are keeping money that they know they did not earnI want my money refunded for their advertising
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am requesting screen shots of my phone number being called on all of these supposed call dates mentioned
It can easily be proven by accessing the call activity online and doing a screen shot of when I was supposedly called all of
those times
I guarantee they won't be able to provide them. All corespondence with this company was done with numbers that began
with ***A screenshot of either their cell phone call logs or mine will show there was no contact
from this company after Monday 07/and that their reply to my complaint is full of lies, as I expected
The only thing correct is that both my dad and I applied on 07/I will attach here a photo of my call logs from when
they finally got back with us on Monday 08/That is DAYS
FROM THE TIME WE PAIDIt sounds to me like they chose another applicant and just blew us off
and when that applicant backed out they tried to offer it to us again on 08/04.
Would anyone believe for a minute that WE were the ones who held things up when we had to be out of
our old house in just a few days, in a desperate situation, facing angry new occupants who need to move in?
Does it make any sense whatsoever that WE would not call them back RIGHT AWAY with the kind of stress we were under
to find a place with such little time left? I expected them to respond and lie but to say that WE were
the ones at fault for the delay is beyond ridiculous and I doubt anyone who reads this complaint will buy that story either
After we paid on Thurs 07/there was plenty of time to qualify here by the end of the monthThey called back
on Fri 07/with "a few small questions" so I called them and answered themThen on Monday 07/they called
again wanting to ask "a few more small questions"This wasted a few days right thereThe questions required by
this company are so ridiculous they even require you to provide your cats name on the application
After answering her questions on Mon 07/she said "Okay then, we have everything we need from you now so
we'll go ahead and get this submitted to the owner for approval right awayThen they just blew us offThere
was no contact until the following Monday on 08/We had to be out days before that
When I first contacted them they told me this property was HOT and that they had MANY inquiries for it, so if we
wanted it we'd better put in an app right awaySo, how is it then that almost months later it's STILL not
leased out? This clearly proves either a total incompetence on their part or that they're just milking the property
for as long as they can to keep raking in a ton of $app feesMy guess is the latter
It's unethical to charge people who desperately need to get into a place right away and then leave
them hanging for so long When you charge for a service a reasonable amount of time is expected
The property we ended up going with charged us one $app fee and we had keys in daysMosaic charges $PER
EVERY OCCUPANT OVER which is unethically greedy and then takes days to approve or decline you?
That much time is beyond anything reasonable and we deserve a refund here not a bunch of lies and even more
frustration
If they refuse to provide proof of the supposed calls after 07/I can provide my call activity to show there were none
until 08/04.
Regards,
*** ***
At Mosaic Properties, we believe that problems are best solved when each side takes the time to listen and understand the dynamics of the situation From this reaching a amicable resolution happen naturally and everyone learns and grows from the conversationAt times, part of the resolution may mean that Mosaic Properties offers a show of goodwill by agreeing to refund or discount the fees our clients have paid.There are times though that the details our client (past or present) shares with us do not match verifiable facts or agreed upon contractual obligationsWhen this is the case, we communicate our findings in a professional manner and explain that while customer satisfaction is of utmost importance to us, we do not offer refunds or goodwill adjustments in this type of situationWe will work to understand what has led to the communication breakdown and will present a plan for moving forwardShould the customer not agree with our findings or plan, we will take the time to review again and ask for third party opinions but in the end, if a customer is using sensationalism to make their case, we will not allow them to undermine the hard work of our employees or lead to higher pricing for our customers who do not resort to such tactics.In regards to *** *** Revdex.com complaint, she has communicated inaccurate details to try to force Mosaic Properties to change what we have communicated to her over months agoShe has also recently taken to internet review sites to post reviews using details that contradict her statements made in this complaint but are also just as inaccurate.We are attaching files in support of our findings that we can not find claim to *** *** suggestions of our lack of communication and marketingWe are also attaching further documentation about her first claim complaint (but changed after our response) that she is owed a sum larger than provided to us.We noticed that the attachment *** *** uploaded last lacked any datesWhen taken in the context as she shared it could support her position, but when taken in the actual time of months between and different subjects it means something much different than what *** *** sharedWith that in mind, we are including the same email conversations as attachments, but ours include the dates. Should there be any questions, please let me know I have spent time reviewing our decision on this back in September when she asked, again in December and January when her fiance asked and again when she emailed and I left messages to discuss, so I am very in tune with the background that led to our decision.Thank you.*** ***