Arco Realty

We responded to a maintenance request today, found that the complaint that the heat was not working was a basic misunderstanding about the thermostat, and traced the electrical problem with the light Mr [redacted] has mentionedThat repair is still in processMrs [redacted] voiced no further complaints to usWe will continue to address any further maintenance issues the tenants have, but will not void the lease

I, too, will respond by number.1) To clarify, about 10-15% of our tenants receive their full deposit back2) I discussed our letter outlining charges for cleaning & damages with the other tenant by phoneI explained the situation and the odorShe told me her cats were very good about going in the litter box and they’d only gone outside the box a couple of timesI mention this as Mr [redacted] states that “never observed cat urination on the carpet” but Mrs [redacted] hadBeing a former cat owner, observing a cat going outside the box once means that the cat has urinated outside the box multiple times unobservedThe second part of this is that we thought we’d addressed the issue well enough until we took two prospective tenants into the building who left with wrinkled noses due to the odorIt was clear that our work to air out the unit was not adequate and we needed to move to the next level of dealing with the urine odor.5) This is the place where Mr [redacted] and Renaissance Properties disagree on the state of the unit upon return of keysWe do not charge for work we don’t do nor for work the property doesn’t need We only charge for our time getting a property rent ready again.In responding to Mr***’s final point I want to reiterate point in my first responseWhen Mr [redacted] invited a “an individual not named on the lease who cited state statutes and threatened legal proceedings” we moved to protect ourselvesThe inclusion of our attorney in these conversations has slowed this process as well as added another $in legal costs to this account.In this vein, we will refer any further communications on this matter to our attorney: [redacted] ***t [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Me and my wife living in the same house Her problems are my problems and mine are hers as we are marriedIt is so ridiculous the she has to make different complaint about the same house we are living in and this complain is made in by both of us as is says both of our name.And when I went to renaissance I have mentioned my wife not just meAnd she is right here with me and we both are making this complaint.Its so dumb that you want her to make a diifferent complaintIts like if people living in the same house both should pay half rent otherwise transaction will not be acceptable.Grow up.I hope Revdex.com understand that they dont really care about it and just trying to explore everything and in everyway they can and they know that its not easy to put any other tenant in this house Regards, [redacted] ***

Mr [redacted] contacted us this week about wanting to move, and we have informed him that we cannot break the lease in questionWe manage that particular property for a client, and that particular client has no other properties to which we could move the tenant.He is legally obligated until March of Mr [redacted] did request AC units on 5/25/We purchased units and installed them on 6/2/16.Mr [redacted] did put in a request for a repair on a light on 10/19/16; one of our contractors did enter the property after knocking but without calling firstHe apologized when he startled them and apologized, but the tenant would not let the contractor in to repair the lightWe again attempted to repair the light and a heater issue on 10/27/16, but again the tenant would not allow us to enter the property and we made an appointment to look at both of the issues today, 10/28/There are repairs and remodeling occurring in the unit below the tenants, but said repairs are being done between business hoursWe informed the tenant that said renovations would be occurring when the tenant moved into the propertyThe neighborhood in which the tenants live is not the best neighborhood in Richmond, but it is neither unsafe nor frighteningThe other tenant in the building is entering his third year with us and has never had a problem, nor do we have any record of any law enforcement activity in our around the propertyThe tenants did pay an extra security deposit, in the form of a pre-payment of the last month's rentThis was done to secure the property as the tenants' credit score and income did not meet our minimum requirements for tenancyWe divided the additional prepayment into several payments to make it easier for them to remitWe've been extremely generous with these tenants, but we are not going to void a contract on groundless complaints Basically, we have made every reasonable effort to provide a relatively inexpensive property to a young couple with whom most landlords would not have done business

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
My contention in this dispute, which haven't been address by Renaissance, can be summarized as follows:The cleaning charges:The lease specifies that charges will be taken out of the security deposit due to "reasonable cleaning expense(s) provided that Lessee does not leave the premises in clean and rentable condition." Renaissance doesn't even argue "that (the tenant) didn’t do a good job of cleaning, but that we have to have a level of clean that rivals that of high end hotels." However, this seems to be an unreasonable expectation and, in my opinion, doesn't qualify as needing "reasonable cleaning expense(s)" as evidenced by the small fraction of tenants that receive full refundsFurthermore, and more importantly, this very item seems to violate Indiana Code (32-31-3-13)Once this was brought up with Renaissance and their attorney, no response was given to me.On the matter of the carpet, myself and several others couldn't observe any visual damage or odor emanating from the carpet at the time of vacating the propertyAnd I stand by my statement that I never observed cat urine on the carpetEach cat, individually, either urinated outside the litter box on the tile immediately outside the box or on our bedHowever, this was such atypical behavior that we took the cats to the vet immediately afterward, during which the cats were found to be sick and were treatedAfter the treatment, no further incidents of urination outside the box were witnessedThe tile where the urination occured was thoroughly cleaned and had no impact on the carpetFurthermore, I would argue that if airing out the property and switching the air filter were enough to provide such a significant impact, that no damage was done to the carpetI might ask what steps were done by Renaissance to verify that any perceived odor was indeed coming from the carpet after the air filter was switched outIn addition to this, I argue that the amount quoted on the itemized charges list for carpet damage doesn't appropriate account for depreciation of the carpetWhen this was mentioned to the attorney, no response was forthcoming.Lastly, I do not mind being referred to the attorney to resolve this dispute and it was quite appropriate given that legality was raisedWhat I do mind is that it has been nearly a month since I was told that Renaissance "will entertain a reasonable offer to compromise this dispute" which I responded to the next day with an offerI have yet to hear anything concerning this offer, and since the only way I receive communication from Renaissance or their attorney at this point is through avenues like the Revdex.com, it seems clear to me that I am being ignored in this matter
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/05/22) */
On the day the customer sent this complaint to you, the water was off for only minutes, 8:30am-9:15am
Because there are tenants in this strip who use the water "as if it were free", according to the plumbers we send to the property each
quarterOur water bill each month is tremendousThese same tenants seem to struggle with paying their bills
The City of Graham DID receive their entire payment in full from us, even though some tenants refuse to pay their share
Ms*** purchased this business from a lady who had a lease that was years old and was month-to-monthThe old rent was $and Ms *** was informed, as was the seller that NO new lease would be entered into for the old rental amountI told her and the buyer that the new rent would increase to $ 1096, with a $late fee, for each time it arrives "after 5pm on the 7th of the month"It is subject to change, if there was an increase in water consumption
THE RENT AMOUNT WAS FULLY DISCLOSED TO HER AND THE SELLER UPON OUR INITIAL CONTACTA written lease was prepared and signedAlthough our water bill has increased, we have not changed any customer's billing since January
It appears that the tenant began contacting you when we reached out to recover an account balance from her
There is, of course, a lien "against" the propertyIt is the mortgage for the property and we are not required to inform the tenants of the title status of the property, but this information is public recordNo one ever promised or made any representation that the property was free and clear, and we are not required to
She is renting one shop, not purchasing the property in any way
I trust and hope in all sincerity that you will find resolution to this issue and understand that without our tenants' rents, our bills can not be paid, either
We sincerely value our relationship and status with the Revdex.com, and with each of our valued tenants
Sincerely,
*** *** Broker
ARCO REALTY CO

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
From: *** *** Sent: Monday, November 7, 2:PM To: info Subject: Re: You have a new message from the Revdex.com of Central Indiana complaint #*** The issues got fixed days ago because I have made the complaint to Revdex.com.The house is not fit to live and I hope nobody else get trapped by renaissance properties when we leave this house in march 2017.And we want our $deposit back when we leave without any stories
Regards,
*** ***

There are a number of factors here. 1) Renaissance Properties' usual move out and inspection process Once a tenant moves out we have days from the end of their lease and the end of their tenancy - if these are in fact different dates - to process their unit and let them know how their
refund will be applied to getting the unit “rent ready”This process is as follows:Inspect the property for cleaning & damagesIf needed, get a bid for repairsGet the unit cleanedIf needed, get the unit repairedAssess costs associated with cleaning & damagesCommunicate with former tenants what they can expect regarding their cleaning depositEach former tenant gets a letter outlining the dates of their tenancy, their move-out date, and how their deposit is being usedFurther they receive an itemized spreadsheet showing what was cleaned or repaired, how long it took to address the issue, our hourly rate or per unit cost for an item, and how their deposit was usedWe try to be as clear as possible in our communication because confusion makes this already potentially difficult part of this business relationship even harder.In looking back over our records we usually refund about 80% of our tenants deposits about 80% of the time In about 10% of other cases our tenants get about 50% of their deposit backIn only about 10% of tenant cases is money ever owed back to us.2) We try the simplest solution first.In the case in question the unit had a strong odor of pet urine, and we knew the tenants had catsFirst we cleaned the unit to get it ready to rentAfter cleaning we noticed it still had an odorSecond we changed the furnace filter and left the windows open with the hope it would air ourThankfully that seemed to address the issueHowever, it was when we had prospective tenants leave the building immediately after walking in complaining of the urine smell that we knew we had to move to the next level to address this issueBefore we did anything else that we had multiple employees drop by, including some who only work in the office and don’t work in the field, and see if they could smell the pet urineAll of them agreed the entire unit smelled of pet urineIt was then we knew we had to move to the next step and remove the carpet and pad and examine the subfloor.3) Best practices when dealing with pet urine in a property We follow the best practices of other property managers for dealing with pet urine that has soaked into the floorThe only way to successfully eradicate the odor is to remove the carpet and pad, and address the smell in the subfloor, either by sealing or replacingIn this instance the sealer workedWe installed new vinyl plank flooring and have not been able to detect any lingering pet urine smell.4) Steam cleaning makes it worseIn this instance the tenant said they steam cleaned the carpets to make sure and get all the smell outWe do not recommend that for tenants with pets as the hot water will often “reactivate” any dried urine in the carpet, pad, and subfloorThis (the attempt to steam clean the carpets) reveals the tenants were aware of the odor and took actions to remove it themselves Unfortunately, their attempts were not only unsuccessful, but actually may have exacerbated the problem.5) Different definitions of the word “clean”This is the most difficult part of this interaction and one that comes up regularlyWe find that tenants who live someplace for awhile get so accustomed to their surroundings that they no longer see dirt or grimeAs we come into a unit usually only a few times a year we are able to see dust, dirt, grime, etc with fresh eyes, or smell with fresh nosesFurther, the level of cleanliness we may accept in our personal homes is almost never the same level of clean to be “rent ready”A unit should look and feel freshly cleaned and freshly painted when a new tenant moves inIt’s difficult to have this conversation as we are not saying a tenant is dirty or that they didn’t do a good job of cleaning, but that we have to have a level of clean that rivals that of high end hotels.6) Communicating with former tenants before and after our attorney is involvedThis particular instance has an added complicationUpon receiving our letter/spreadsheet explanation, the first written response on behalf of the tenant was made by an individual not named on the lease who cited state statutes and threatened legal proceedings To protect ourselves we turned the resolution of the matter over to our attorneyNot only has the addition of an attorney caused the costs to go up, but it has added an extra layer to a matter that would most likely have been solved in a few simple phone calls between logical adults

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
Respected mam/sirWhen I have signed the lease Mr.Paul M*** said AC units will be installed to this property in april after waiting for a more than a month I have called them and also made a request on 05/25/16.And when the second time the maintainance guy enter the property I have called them about itThe guy did called and apologize and rebooked the appointment times and never came backAnd thats a total lie that they said I have told them not to enter the property againEvery time they have called me to rebook it I said yes and they never showed upI have told that guy that I am home 7am to 11amAnd he suppose to come next day but never showed upAnd what I dont understand why they have to lie about that.And yes it is unsafe to live thats why I have to drop my wife everyday to her moms place because everbody gets really worried about her living there when I am not there.And what they said is an extra deposit.which is notIf its true then I should get my entire deposite back which is $990.How can they be so generous when they didnt fix the problem in whole month And technician who came into the house he doesnt even know where the problem is.If they have been reasonable why they took double deposit and never fixed anything on time.And this is not a groundless complaint my wife is on stress just because she cant stay in her her own house.And there are people who would love to do business with us and have no problemsAnd there is not one single problem that we gave themAll the problem are in there property and the area we live inpeople gets problems from tenants for not paying rent and not looking after the propertyBut we payed rent on time and looked after the property and I bet everybody would live that and do business with us.We maybe young but we are responsible too.
Regards,
*** ***

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
From: *** *** Sent: Tuesday, November 1, 2:PM To: info Subject: Re: You have a new message from the Revdex.com of Central Indiana complaint #*** offcourse I am not satisfied and yes these are same complaints because these complaint hasn't been fixed yetYesterday was the first time I have recieved the 24hr notice from rennaissance properties that somebody is coming to look at my problems m facing with lights and heating in the house beacuse I took a step forward to complaint about rennaissance properties to Revdex.comWhy it didnt happen when they have installed the AC units and week back when some one came without letting us knowBecause they knew they are in wrong placeAnd I am not a person who give trouble to anyoneA person makes complaint when he or she is fed up from something and when you are facing trouble from someone again and againIts a reasonable and valid complaint of collective issuesAnd they keep saying I want to void the leaseBut what I am requesting is to move us to some other placeThey dont understand how hard it is to drop my wife every single day to my in law'sAll I am doing at this stage is wasting my money on a property that I told them is not safe for my wife when I am home.And thats why I personaly went to renaissance last week to talk about it because we are in stressi really dont have time to do this anymoreAnd I do have to leave my wife at home because I will working more hours and will not have time for this and they keep making up storiesBut if any thing happen to her when she is home Rennaisance properties will be resposible for itAnd that is the only point I want to makeI have complained for a solutions and I hope that Revdex.com know that nowI work in stress all day and even my customers see thatIf I dont get anything out of this now I dont think I ever willI have had enough
Regards,
*** ***

I, too, will respond by number.1) To clarify, about 10-15% of our tenants receive their full deposit back. 2) I discussed our letter outlining charges for cleaning & damages with the other tenant by phone. I explained the situation and the odor. She told me her cats were very good about going in the litter box and they’d only gone outside the box a couple of times. I mention this as Mr. [redacted] states that “never observed cat urination on the carpet” but Mrs. [redacted] had. Being a former cat owner, observing a cat going outside the box once means that the cat has urinated outside the box multiple times unobserved. The second part of this is that we thought we’d addressed the issue well enough until we took two prospective tenants into the building who left with wrinkled noses due to the odor. It was clear that our work to air out the unit was not adequate and we needed to move to the next level of dealing with the urine odor.5) This is the place where Mr. [redacted] and Renaissance Properties disagree on the state of the unit upon return of keys. We do not charge for work we don’t do nor for work the property doesn’t need.  We only charge for our time getting a property rent ready again.In responding to Mr. [redacted]’s final point I want to reiterate point 6 in my first response. When Mr. [redacted] invited a “an individual not named on the lease who cited state statutes and threatened legal proceedings” we moved to protect ourselves. The inclusion of our attorney in these conversations has slowed this process as well as added another $500 in legal costs to this account.In this vein, we will refer any further communications on this matter to our attorney:
[redacted]t  [redacted]

We have addressed every complaint Mr. [redacted] has brought to our attention. Despite fixing all of the issues, Mr. [redacted] continues to voice said concerns and ask for the same resolution over and over again. We cannot and will not void the contract.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I will address the items of the response individually:
1) This seems to indicate that there is no action that can be taken by a tenant to return a full deposit.2) I have contacted the business in the past on this matter, categorically denying that there was any pet urine damage to the carpets. The people who helped us move and clean the property also agree that there was no damage. I never observed cat urination on the carpet, nor found any evidence, visual or otherwise, of this damage. I am also concerned that what "pet urine" damage Renaissance observed seemed to be addressed by airing out the property and replacing a filter, at least to the satisfaction of the employees of the company, and yet the carpet still was replaced and the charge thereof delivered to me.5) I can state how the premises was cleaned thoroughly before moving out and was observed to be clean by many people, however, item 1) seems to indicate that this would not matter anyways. But more importantly, the apparent contradiction between the subtraction of "cleaning charges" from a security deposit and Indiana Code (32-31-3-13) makes me believe that this practice is illegal.The substance of my conflicts with the charges taken away from the security deposit were never addressed in the response. When I made an offer to resolve this matter to the attorney of Renaissance, to which they said they were amenable, I never received a response on acceptance or rejection of the offer, nor did I receive any answer to my repeated inquiries on when a response might be forthcoming. I have yet to receive any communication from them on the matter despite these repeated attempts at communication, making clear to me that I am being ignored on this subject.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Me and my wife living in the same house Her problems are my problems and mine are hers as we are married. It is so ridiculous the she has to make different complaint about the same house we are living in and this complain is made in by both of us as is says both of our name.And when I went to renaissance I have mentioned my wife not just me. And she is right here with me and we both are making this complaint.Its so dumb that you want her to make a diifferent complaint. Its like if 2 people living in the same  house both should pay half rent otherwise transaction will not be acceptable.Grow up.I hope Revdex.com understand that they dont really care about it and just trying to explore everything and in everyway they can and they know that its not easy to put any other tenant in this house.
Regards,
[redacted]

Mr. [redacted] will not be satisfied with any efforts on our part short of voiding a legally binding lease. We have addressed his concerns, but he continues to reiterate the same complaints over and over again. It is obvious to us, and hopefully to the Revdex.com, that he is simply hoping to cause enough trouble that we will wash our hands of him.We will, of course, address any reasonable maintenance concerns Mr. [redacted] may have. We will not, however, void a lease simply because a tenant has changed his or her mind about a property, nor will we be goaded into actions by threats of negative ratings or reviews.We are confident that we have provided a safe, clean, well-maintained property for the [redacted]'s and that our record of excellent service to our tenants far exceeds one irate tenant's vitriol and half-truths.

We responded to a maintenance request today, found that the complaint that the heat was not working was a basic misunderstanding about the thermostat, and traced the electrical problem with the light Mr. [redacted] has mentioned. That repair is still in process. Mrs. [redacted] voiced no further complaints to us. We will continue to address any further maintenance issues the tenants have, but will not void the lease.

Mr. [redacted] contacted us this week about wanting to move, and we have informed him that we cannot break the lease in question. We manage that particular property for a client, and that particular client has no other properties to which we could move the tenant.He is legally obligated until March of...

2017. Mr. [redacted] did request AC units on 5/25/16. We purchased units and installed them on 6/2/16.Mr. [redacted] did put in a request for a repair on a light on 10/19/16; one of our contractors did enter the property after knocking but without calling first. He apologized when he startled them and apologized, but the tenant would not let the contractor in to repair the light. We again attempted to repair the light and a heater issue on 10/27/16, but again the tenant would not allow us to enter the property and we made an appointment to look at both of the issues today, 10/28/16. There are repairs and remodeling occurring in the unit below the tenants, but said repairs are being done between normal business hours. We informed the tenant that said renovations would be occurring when the tenant moved into the property. The neighborhood in which the tenants live is not the best neighborhood in Richmond, but it is neither unsafe nor frightening. The other tenant in the building is entering his third year with us and has never had a problem, nor do we have any record of any law enforcement activity in our around the property. The tenants did pay an extra security deposit, in the form of a pre-payment of the last month's rent. This was done to secure the property as the tenants' credit score and income did not meet our minimum requirements for tenancy. We divided the additional prepayment into several payments to make it easier for them to remit. We've been extremely generous with these tenants, but we are not going to void a contract on groundless complaints.  Basically, we have made every reasonable effort to provide a relatively inexpensive property to a young couple with whom most landlords would not have done business.