The Residents [redacted] and [redacted] , entered into a lease with June Palms Property Management on 8/25/for a home located at [redacted] ***, West Lafayette, IN The lease agreement was due to end on 5/31/ On March 30th, we spoke to [redacted] and it was then that we learned that the Owner of the property, [redacted] , had contacted the Residents directly, going around us, and made a deal with them to end their lease early The Residents let us know that they would be leaving early, based on their agreement with the Owner At that point, the Management Agreement that we had with the Owner was effectively ended After getting no clear direction from the Owner, I sent a notice on April 28th via email cancelling the contract with [redacted] once we had been notified by the Residents that the property had been vacated The Management Agreement has a day cancellation policy for either party, so cancelling the contract was not an issue We were able to confirm from the Owner that he made an agreement directly with the Residents that they would leave the home by the end of April (they may have left earlier but our records show they are only responsible through April 30th) The Residents were in agreement that they were now dealing directly with the Owner of the property and signed a release of liability, holding June Palms Property Management harmless and all liability and security deposit would be transferred to the Owner, [redacted] (please see attached) The Security Deposit was transferred to [redacted] via EFT on June 8th, I understand the Residents are upset, and for that I am truly sorry I wish there was more that we could do but we have no control over their money now that it is in possession of an Owner that we no longer represent Their claim is with the former Owner of the property and not June Palms Property Management We have reached out to our attorney on behalf of the Residents and are currently waiting for a suggested course of action for them to take However, I would strongly recommend them seeking legal counsel and pursuing [redacted] in this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
The Applicant submitted an application but did not get us information necessary to process the application in a timely manner. We electronically track all of our inbound and outbound phone calls and after checking our logs we found that there were two calls made to our office that
week from the Resident's phone number of record. We are also showing there were four additional calls to our office when we were closed over the weekend. The Applicant indicated to us early on in the process that she wanted to do a walk through of the property before she took possession on August 1st, which we were completely fine with and indicated so on a recorded line in our office. After we indicated to the Applicant she was approved, she decided to withdraw from the process and walk away from the transaction in spite of signing a pre-lease commitment that said any such hold money would be non-refundable. We discussed the situation with the individual that owns the home and with our recommendation, they have agreed to a full refund of the hold money once a new Resident took possession of the property to take her place. In addition, we have also be refunded the application fee of $for a complete and total refund of $425. We apologize that things did not work out and wish this person well in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
We certainly made a few mistakes with this customer, and for that we are truly sorry. This happened in the height of our busy season and we simply weren't on top of this like we should have been. We are very frustrated to hear that the contractor at *** *** *** stated to our
customer that they were told "to do the cheapest repair and did not listen to his advice". We find this frustrating because we simply don't use phrases like that. It took us some time to research this, but our initial contact with *** *** at *** *** *** was via phone stating the problem, and then via email with the Resident's contact information. Their field technician then called our office with his recommendation of removing the pad, extracting the water, and getting fans going across the carpet. After reviewing the recorded call, at no time was anything else mentioned by their field technician. The invoice we received made no such additional recommendations eitherSince the carpet was left in place we had planned to arrange a time to replace the padding once things settled down with our busy season, we simply hadn't realized the issue with the carpet was as bad as it was. We did have to get the owner of the property involved which did delay things a bit, but not tremendously. The problem was delayed unnecessarily on our side and for that we are truly sorry. Most of the issue was on our side and we take full responsibility for the lack of communication and timeliness in repair. The Resident was placed on hold for over minutes when he called, this is true. He only wanted to speak to the Operations Manager and at that time she was with another client needing her attention. He did not want to speak to anyone else and did not want to leave a message to be called back. Given all the delays he had with this, we can certainly understand why this would be the case. The carpet has been replaced as of this writing and would again like to extend our apologies for not getting to this timely. We have adjusted our staffing and instituted protocols to help ensure an issue like this doesn't happen again in the future
The issues that were detailed out by the Resident were largely correct, and for some of our shortcomings we do certainly apologize. It is certainly not appropriate to leave behind trash when our Maintenance Technicians perform work. Although this is not our normal behavior and is...
counter to their training, we do acknowledge our failure to remove the old dishwasher in a timely manner after the new one had been installed. The Maintenance Technician received a reprimand for his inactions, and again, for that we do apologize. Concerning the maintenance items, we were required to first get specific permission to perform repairs not directly related to habitability. Initially, we thought the garage door opener could be repaired, only to find out they no longer make the parts necessary to do so. This resulted in a delay we could not anticipate, so we ultimately got permission to replace the garage opener with a new motor. As for the installation of the dishwasher, we had to wait for permission to purchase and install a new one which resulted in a delay in getting that accomplished. As far as had been reported, there was no issue with the new dishwasher installation as far as we knew or had been told so we cannot speak to his claim of there being a poor installation. Again, we do acknowledge that some walls did have the word “paint” written faintly on some of them as part of a new system we were working out with a new maintenance technician. We went back out on July 8th to paint the additional walls and spent three labor hours doing it. Subsequent to that, on July 17th the Resident sent us an email indicating there were only three things needing addressed in the home, none of them referenced the paint since, by that time, it had already been completed. I’m confused that he’s indicating that this is still an issue since his emails have always been very specific, and there were no words visible on any of the walls during our most recent inspection in October. They were very quick to point out all the issues they had with us, so I find it very odd that this wasn’t brought up at that time if this was still an issue. There was nothing “shady” about the inspection as Mr. [redacted] is indicating. The lease provides for inspections with reasonable notice. We felt that notifying the Resident on Friday for an inspection on Monday was ample time to be considered reasonable. Again, on a recorded line on October 9th we indicated it was a maintenance inspection, not that it was being performed by a maintenance technician as the Mr. [redacted] is claiming. The fact that the owner of the property was present is irrelevant. The owner of the property chose to come along with members of her family to inspect all the maintenance that had been performed in the previous few months and preferred not to be identified as such. Furthermore, the Resident may feel as if we always side with the owner, however this is simply not true. However, as the Managing Broker, I do have a fiduciary responsibility to the owner of the property, but that simply means we act in their financial best interest in accordance with the terms of the signed lease. The Resident may feel as if we were always ‘siding’ with the owner, but that is impossible for him to make such a statement not being privy to any of the conversations we’ve had with the owner. If it was the case that we ‘sided’ with the owner it was because the Resident’s actions were counter to the signed lease. For example, the issue with the dog was simply an error on our part concerning an omission on the lease. Where there would normally be a number, in this case it should have been “zero”, it could have been construed that the Residents were actually allowed to have a dog. We acknowledged the error with the owner and conveyed that to her and as a result allowed the dog to remain. The issue with the landscaping should in no way be contested. Mr. [redacted] removed not only landscaping, but a 25 foot tree from the front yard along with a section of fence without prior authorization or notification. The presence of these items has been confirmed on the move in video that was taken on the day the Resident took possession. On March 3rd, we sent a letter to Mr. [redacted] detailing the owner’s wishes. The relevant verbiage in the letter is copied here: <Begin reference to letter> After speaking with the owner, we will agree to the following: Terminating the contract early without charging the early termination fee. You will need to vacate the property and return keys to our office no later than 12:00 p.m. (Noon) on March 31, 2016. You will also be required to pay the account balance in full. Once you have vacated the property and paid the account balance in full, the Security Deposit will be refunded per the terms of your lease and within the 45 Day period allowed by Indiana State Law. If you decline this offer or fail to return this document signed by 12:00p.m. (Noon) on March 15th it will be considered void and we will proceed with the eviction process. If Eviction is filed, you will be responsible for any unpaid balance on the account and all court filing fees and attorney fees. <End reference to letter> Concerning Mr. [redacted]’s disparaging remarks about my veteran status, it was after a discussion with the owner, also a veteran, of how appalled she was at the liberties that Mr. [redacted] was taking with the property in spite of his lease. There was also a clear lack of clarification as to how many people were actually living in the property. I find it to be unfortunate that the Resident is choosing to play the ‘veteran card’ in what I feel is clearly an attempt to elicit sympathy. I never consider my service in the Marine Corps as a blank check that I can throw in the face of someone whenever I feel it serves my own needs or purpose. I would consider any other remarks considering his or my veteran’s status to be completely irrelevant to this discussion. I personally acknowledge our mistakes and shortcomings at the time, we have corrected them, and for that we are truly sorry for the inconvenience. We’d prefer to keep the discussion relevant to the contract and facts at hand, and in reaching a timely resolution. If Mr. [redacted] is in agreement with the letter we sent to him, he simply needs to sign it and send it back in accordance with the listed terms. There is no reason to try to hold the Residents in their lease any longer than necessary. We look forward to a speedy resolution to this as well.
The Residents [redacted] and [redacted], entered into a lease with June Palms Property Management on 8/25/2014 for a home located at [redacted], West Lafayette, IN. The lease agreement was due to end on 5/31/2015. On March 30th, we spoke to [redacted] and it was then that we...
learned that the Owner of the property, [redacted], had contacted the Residents directly, going around us, and made a deal with them to end their lease early. The Residents let us know that they would be leaving early, based on their agreement with the Owner. At that point, the Management Agreement that we had with the Owner was effectively ended. After getting no clear direction from the Owner, I sent a notice on April 28th via email cancelling the contract with [redacted] once we had been notified by the Residents that the property had been vacated. The Management Agreement has a 30 day cancellation policy for either party, so cancelling the contract was not an issue. We were able to confirm from the Owner that he made an agreement directly with the Residents that they would leave the home by the end of April (they may have left earlier but our records show they are only responsible through April 30th). The Residents were in agreement that they were now dealing directly with the Owner of the property and signed a release of liability, holding June Palms Property Management harmless and all liability and security deposit would be transferred to the Owner, [redacted](please see attached). The Security Deposit was transferred to [redacted] via EFT on June 8th, 2015. I understand the Residents are upset, and for that I am truly sorry. I wish there was more that we could do but we have no control over their money now that it is in possession of an Owner that we no longer represent. Their claim is with the former Owner of the property and not June Palms Property Management. We have reached out to our attorney on behalf of the Residents and are currently waiting for a suggested course of action for them to take. However, I would strongly recommend them seeking legal counsel and pursuing [redacted] in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
The Residents [redacted] and [redacted] , entered into a lease with June Palms Property Management on 8/25/for a home located at [redacted] ***, West Lafayette, IN The lease agreement was due to end on 5/31/ On March 30th, we spoke to [redacted] and it was then that we learned that the Owner of the property, [redacted] , had contacted the Residents directly, going around us, and made a deal with them to end their lease early The Residents let us know that they would be leaving early, based on their agreement with the Owner At that point, the Management Agreement that we had with the Owner was effectively ended After getting no clear direction from the Owner, I sent a notice on April 28th via email cancelling the contract with [redacted] once we had been notified by the Residents that the property had been vacated The Management Agreement has a day cancellation policy for either party, so cancelling the contract was not an issue We were able to confirm from the Owner that he made an agreement directly with the Residents that they would leave the home by the end of April (they may have left earlier but our records show they are only responsible through April 30th) The Residents were in agreement that they were now dealing directly with the Owner of the property and signed a release of liability, holding June Palms Property Management harmless and all liability and security deposit would be transferred to the Owner, [redacted] (please see attached) The Security Deposit was transferred to [redacted] via EFT on June 8th, I understand the Residents are upset, and for that I am truly sorry I wish there was more that we could do but we have no control over their money now that it is in possession of an Owner that we no longer represent Their claim is with the former Owner of the property and not June Palms Property Management We have reached out to our attorney on behalf of the Residents and are currently waiting for a suggested course of action for them to take However, I would strongly recommend them seeking legal counsel and pursuing [redacted] in this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
The Applicant submitted an application but did not get us information necessary to process the application in a timely manner. We electronically track all of our inbound and outbound phone calls and after checking our logs we found that there were two calls made to our office that
week from the Resident's phone number of record. We are also showing there were four additional calls to our office when we were closed over the weekend. The Applicant indicated to us early on in the process that she wanted to do a walk through of the property before she took possession on August 1st, which we were completely fine with and indicated so on a recorded line in our office. After we indicated to the Applicant she was approved, she decided to withdraw from the process and walk away from the transaction in spite of signing a pre-lease commitment that said any such hold money would be non-refundable. We discussed the situation with the individual that owns the home and with our recommendation, they have agreed to a full refund of the hold money once a new Resident took possession of the property to take her place. In addition, we have also be refunded the application fee of $for a complete and total refund of $425. We apologize that things did not work out and wish this person well in the future
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
We certainly made a few mistakes with this customer, and for that we are truly sorry. This happened in the height of our busy season and we simply weren't on top of this like we should have been. We are very frustrated to hear that the contractor at *** *** *** stated to our
customer that they were told "to do the cheapest repair and did not listen to his advice". We find this frustrating because we simply don't use phrases like that. It took us some time to research this, but our initial contact with *** *** at *** *** *** was via phone stating the problem, and then via email with the Resident's contact information. Their field technician then called our office with his recommendation of removing the pad, extracting the water, and getting fans going across the carpet. After reviewing the recorded call, at no time was anything else mentioned by their field technician. The invoice we received made no such additional recommendations eitherSince the carpet was left in place we had planned to arrange a time to replace the padding once things settled down with our busy season, we simply hadn't realized the issue with the carpet was as bad as it was. We did have to get the owner of the property involved which did delay things a bit, but not tremendously. The problem was delayed unnecessarily on our side and for that we are truly sorry. Most of the issue was on our side and we take full responsibility for the lack of communication and timeliness in repair. The Resident was placed on hold for over minutes when he called, this is true. He only wanted to speak to the Operations Manager and at that time she was with another client needing her attention. He did not want to speak to anyone else and did not want to leave a message to be called back. Given all the delays he had with this, we can certainly understand why this would be the case. The carpet has been replaced as of this writing and would again like to extend our apologies for not getting to this timely. We have adjusted our staffing and instituted protocols to help ensure an issue like this doesn't happen again in the future
The issues that were detailed out by the Resident were largely correct, and for some of our shortcomings we do certainly apologize. It is certainly not appropriate to leave behind trash when our Maintenance Technicians perform work. Although this is not our normal behavior and is...
counter to their training, we do acknowledge our failure to remove the old dishwasher in a timely manner after the new one had been installed. The Maintenance Technician received a reprimand for his inactions, and again, for that we do apologize. Concerning the maintenance items, we were required to first get specific permission to perform repairs not directly related to habitability. Initially, we thought the garage door opener could be repaired, only to find out they no longer make the parts necessary to do so. This resulted in a delay we could not anticipate, so we ultimately got permission to replace the garage opener with a new motor. As for the installation of the dishwasher, we had to wait for permission to purchase and install a new one which resulted in a delay in getting that accomplished. As far as had been reported, there was no issue with the new dishwasher installation as far as we knew or had been told so we cannot speak to his claim of there being a poor installation. Again, we do acknowledge that some walls did have the word “paint” written faintly on some of them as part of a new system we were working out with a new maintenance technician. We went back out on July 8th to paint the additional walls and spent three labor hours doing it. Subsequent to that, on July 17th the Resident sent us an email indicating there were only three things needing addressed in the home, none of them referenced the paint since, by that time, it had already been completed. I’m confused that he’s indicating that this is still an issue since his emails have always been very specific, and there were no words visible on any of the walls during our most recent inspection in October. They were very quick to point out all the issues they had with us, so I find it very odd that this wasn’t brought up at that time if this was still an issue. There was nothing “shady” about the inspection as Mr. [redacted] is indicating. The lease provides for inspections with reasonable notice. We felt that notifying the Resident on Friday for an inspection on Monday was ample time to be considered reasonable. Again, on a recorded line on October 9th we indicated it was a maintenance inspection, not that it was being performed by a maintenance technician as the Mr. [redacted] is claiming. The fact that the owner of the property was present is irrelevant. The owner of the property chose to come along with members of her family to inspect all the maintenance that had been performed in the previous few months and preferred not to be identified as such. Furthermore, the Resident may feel as if we always side with the owner, however this is simply not true. However, as the Managing Broker, I do have a fiduciary responsibility to the owner of the property, but that simply means we act in their financial best interest in accordance with the terms of the signed lease. The Resident may feel as if we were always ‘siding’ with the owner, but that is impossible for him to make such a statement not being privy to any of the conversations we’ve had with the owner. If it was the case that we ‘sided’ with the owner it was because the Resident’s actions were counter to the signed lease. For example, the issue with the dog was simply an error on our part concerning an omission on the lease. Where there would normally be a number, in this case it should have been “zero”, it could have been construed that the Residents were actually allowed to have a dog. We acknowledged the error with the owner and conveyed that to her and as a result allowed the dog to remain. The issue with the landscaping should in no way be contested. Mr. [redacted] removed not only landscaping, but a 25 foot tree from the front yard along with a section of fence without prior authorization or notification. The presence of these items has been confirmed on the move in video that was taken on the day the Resident took possession. On March 3rd, we sent a letter to Mr. [redacted] detailing the owner’s wishes. The relevant verbiage in the letter is copied here: <Begin reference to letter> After speaking with the owner, we will agree to the following: Terminating the contract early without charging the early termination fee. You will need to vacate the property and return keys to our office no later than 12:00 p.m. (Noon) on March 31, 2016. You will also be required to pay the account balance in full. Once you have vacated the property and paid the account balance in full, the Security Deposit will be refunded per the terms of your lease and within the 45 Day period allowed by Indiana State Law. If you decline this offer or fail to return this document signed by 12:00p.m. (Noon) on March 15th it will be considered void and we will proceed with the eviction process. If Eviction is filed, you will be responsible for any unpaid balance on the account and all court filing fees and attorney fees. <End reference to letter> Concerning Mr. [redacted]’s disparaging remarks about my veteran status, it was after a discussion with the owner, also a veteran, of how appalled she was at the liberties that Mr. [redacted] was taking with the property in spite of his lease. There was also a clear lack of clarification as to how many people were actually living in the property. I find it to be unfortunate that the Resident is choosing to play the ‘veteran card’ in what I feel is clearly an attempt to elicit sympathy. I never consider my service in the Marine Corps as a blank check that I can throw in the face of someone whenever I feel it serves my own needs or purpose. I would consider any other remarks considering his or my veteran’s status to be completely irrelevant to this discussion. I personally acknowledge our mistakes and shortcomings at the time, we have corrected them, and for that we are truly sorry for the inconvenience. We’d prefer to keep the discussion relevant to the contract and facts at hand, and in reaching a timely resolution. If Mr. [redacted] is in agreement with the letter we sent to him, he simply needs to sign it and send it back in accordance with the listed terms. There is no reason to try to hold the Residents in their lease any longer than necessary. We look forward to a speedy resolution to this as well.
The Residents [redacted] and [redacted], entered into a lease with June Palms Property Management on 8/25/2014 for a home located at [redacted], West Lafayette, IN. The lease agreement was due to end on 5/31/2015. On March 30th, we spoke to [redacted] and it was then that we...
learned that the Owner of the property, [redacted], had contacted the Residents directly, going around us, and made a deal with them to end their lease early. The Residents let us know that they would be leaving early, based on their agreement with the Owner. At that point, the Management Agreement that we had with the Owner was effectively ended. After getting no clear direction from the Owner, I sent a notice on April 28th via email cancelling the contract with [redacted] once we had been notified by the Residents that the property had been vacated. The Management Agreement has a 30 day cancellation policy for either party, so cancelling the contract was not an issue. We were able to confirm from the Owner that he made an agreement directly with the Residents that they would leave the home by the end of April (they may have left earlier but our records show they are only responsible through April 30th). The Residents were in agreement that they were now dealing directly with the Owner of the property and signed a release of liability, holding June Palms Property Management harmless and all liability and security deposit would be transferred to the Owner, [redacted](please see attached). The Security Deposit was transferred to [redacted] via EFT on June 8th, 2015. I understand the Residents are upset, and for that I am truly sorry. I wish there was more that we could do but we have no control over their money now that it is in possession of an Owner that we no longer represent. Their claim is with the former Owner of the property and not June Palms Property Management. We have reached out to our attorney on behalf of the Residents and are currently waiting for a suggested course of action for them to take. However, I would strongly recommend them seeking legal counsel and pursuing [redacted] in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]