Greetings,I was honest with the tenant from the very first phone call with Mr***, the morning following the incident. When I looked at the account, I noticed no insurance and informed the tenant. The tenant is correct "I forgot to click a button". The insurance was not enabled upon the renewal of the lease. It was a "clerical error". That is honest as I can be. I did reimburse the tenant for lodging expenses out of my own pocket but did ask for a signed receipt. Ms*** did not have use of a vehicle and I gave her cash for ease and wanted a receipt showing that it was given to her. At the time, it was not known if those expenses would be covered by a policy so I covered them until it could be determined. Should the insurance program that Mr*** been used, the cost of the lodging would not have been covered. I did try to pursue coverage of the incident through the program in which the tenant was supposed to be signed up. The policy could not be back dated. I contacted the Landlord and explained the whole situation and the Landlord pursued the property insurance. It was determined that it could not be processed through the Landlords insurance without penalty to the owner or the tenant. The costs of the repairs are being paid by me - not an insurance company. It has been a very costly "clerical error" to me personally. I did let Mr*** know that the hotel expenses would not have been covered by the insurance program that was provided. No reimbursement has been requested. The tenant has access to the document signed via the tenant’s portalThe insurance program is covered with the tenant at the renewal signing. It is explained that tenant may elect to get “renter’s insurance” to cover their contents, etc or if they elect not to then they can get the liability insurance through us which is what the tenant elected to do. The offer was also presented to the tenant to move to another property and that offer was declined.There was no insurance provided to the tenant as indicated because there was none to provide. It did take some time to work through the issue (contact with companies, landlord, landlords company, response time) and at first I was not positive if insurance could cover the incident or not. Ultimately it could not. The intent of the insurance program is that a tenant would not incur any expenses in an unfortunate event like this where there is tenant caused damage. The intent is also so that the Landlord does not incur any costs should there be tenant caused damage. In this event, neither the tenant, nor the Landlord were burdened financially. *** *** ***
Complaint: ***
I am rejecting this response because:*** is a very dishonest person and I do not understand why Cloud Real Estate has allowed her to stay on staff for this longThe only reason she took this long to respond to our complaint is that she was trying to find a way to cover up her ''clinical errors"She has admitted to myself and my husband that she FAILED to "click a button" to establish the renters insurance when he renewed the lease in Feb days after the fireWe had been asking for days what the name of the insurance company was or if we could get a policy numberShe claims that she somehow she failed to catch her mistake and my husband has been paying for coverage months and no one caught on to it UNTIL the fire happenedShe can try to cover it up with her fancy emails and special wording but she failed to do her job and now she wants to just sweep it under the rugShe also told me that since she failed initiate our insurance and it wouldn't be covered that she was going to try to run it through the property managers insuranceShe told me that she was reimbursing me out of her own pocket for hotel expenses but would bring me receipts with Cloud Real Estate logo to sign as proof. Regardless of the fact that I am an unauthorized tenant, she was fully aware that my husband was deploying in Feb of this year and that he would be leaving myself and our children behind to stay at our homeIt hasn't been an issue until now that we file a complaint that she wants to point that outMy husband has made multiple attempts to get in contact with her and she has yet to respondShe states that she no longer wants to communicate with me so that she can avoid an honest conversationThe last time I spoke with her was on September 16,*** called and asked if I could "make this complaint go away" because she felt she took care of all the repairs in a timely mannerThat may be true but I still have to live with burnt cabinets and tiles because she didn't want to completely remove themShe stated that would take too longMy husband has been paying for coverage all this time but we were never coveredWhere is the reimbursement for that? I told her no because she has been dishonest with us throughout the entire processThe very next day she sends an email to my husband in Korea threatening to terminate our lease if he doesn't get rid of the complaint due to "DEFAMATION OF CLOUD REAL ESTATE"She is now calling the coverage liability but if that were the case, why did she lie for so long if that were the real case? It we really never had renters insurance, someone should've been able to tell me thatI asked several people in the officeThis complaint has nothing to do with money*** has been working for Cloud for a long timeShe has gone to the extreme cover her "mistakes" and I feel that if she were handling business in a legit manner that she wouldn't be jumping through so many hoops to cover her trailI am not pleased with the reply, nor am I pleased with the repairsWe will not be bullied into removing the complaintIf she continues with the lies, we will be forced to take further actionsThanks!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Greetings,This complaint has been filed by an unauthorized occupant. We have attempted to contact the legal Tenant in writing in regards to these issues and have not received a response.This occupant admitted to setting the fire to the kitchen due to negligence. Repairs (to include...
painting, tile and carpet cleaning, air conditioning and duct cleaning and replacement of range) were completed within 8 days of reporting the incident. In the meantime, hotel expenses were covered for the occupant which was NOT required but done as a courtesy. Note: Legal liability - The Tenant would be aware that insurance to be provided was not "renter's insurance" and was a liability policy for the structure only. The policy does not provide coverage of personal items or living expenses or liability out of property damage. In other words, the insurance covers the landlord's property, not the tenant's property or personal belongings. Cloud Real Estate has paid the living expenses out of compassion. Cloud Real Estate should not be adversely affected by this complaint.
I apologize for all the confusion on the security deposit issue. I was unaware of the conditions upon move-in. The home did sit a while before you rented the home. We try very hard to return all of our phone calls promptly and again apologize we did not get back with you...
timely. We will refund your $95.00 next week. We do appreciate your business.[redacted] Property Manager
Have spoke to tenant and we have resolved this issue including a rent reduction for her troubles. I spoke with her this morning and she said that she will retract the complaint today. Tell us why here...
Greetings,I was honest with the tenant from the very first phone call with Mr***, the morning following the incident. When I looked at the account, I noticed no insurance and informed the tenant. The tenant is correct "I forgot to click a button". The insurance was not enabled upon the renewal of the lease. It was a "clerical error". That is honest as I can be. I did reimburse the tenant for lodging expenses out of my own pocket but did ask for a signed receipt. Ms*** did not have use of a vehicle and I gave her cash for ease and wanted a receipt showing that it was given to her. At the time, it was not known if those expenses would be covered by a policy so I covered them until it could be determined. Should the insurance program that Mr*** been used, the cost of the lodging would not have been covered. I did try to pursue coverage of the incident through the program in which the tenant was supposed to be signed up. The policy could not be back dated. I contacted the Landlord and explained the whole situation and the Landlord pursued the property insurance. It was determined that it could not be processed through the Landlords insurance without penalty to the owner or the tenant. The costs of the repairs are being paid by me - not an insurance company. It has been a very costly "clerical error" to me personally. I did let Mr*** know that the hotel expenses would not have been covered by the insurance program that was provided. No reimbursement has been requested. The tenant has access to the document signed via the tenant’s portalThe insurance program is covered with the tenant at the renewal signing. It is explained that tenant may elect to get “renter’s insurance” to cover their contents, etc or if they elect not to then they can get the liability insurance through us which is what the tenant elected to do. The offer was also presented to the tenant to move to another property and that offer was declined.There was no insurance provided to the tenant as indicated because there was none to provide. It did take some time to work through the issue (contact with companies, landlord, landlords company, response time) and at first I was not positive if insurance could cover the incident or not. Ultimately it could not. The intent of the insurance program is that a tenant would not incur any expenses in an unfortunate event like this where there is tenant caused damage. The intent is also so that the Landlord does not incur any costs should there be tenant caused damage. In this event, neither the tenant, nor the Landlord were burdened financially. *** *** ***
Complaint: ***
I am rejecting this response because:*** is a very dishonest person and I do not understand why Cloud Real Estate has allowed her to stay on staff for this longThe only reason she took this long to respond to our complaint is that she was trying to find a way to cover up her ''clinical errors"She has admitted to myself and my husband that she FAILED to "click a button" to establish the renters insurance when he renewed the lease in Feb days after the fireWe had been asking for days what the name of the insurance company was or if we could get a policy numberShe claims that she somehow she failed to catch her mistake and my husband has been paying for coverage months and no one caught on to it UNTIL the fire happenedShe can try to cover it up with her fancy emails and special wording but she failed to do her job and now she wants to just sweep it under the rugShe also told me that since she failed initiate our insurance and it wouldn't be covered that she was going to try to run it through the property managers insuranceShe told me that she was reimbursing me out of her own pocket for hotel expenses but would bring me receipts with Cloud Real Estate logo to sign as proof. Regardless of the fact that I am an unauthorized tenant, she was fully aware that my husband was deploying in Feb of this year and that he would be leaving myself and our children behind to stay at our homeIt hasn't been an issue until now that we file a complaint that she wants to point that outMy husband has made multiple attempts to get in contact with her and she has yet to respondShe states that she no longer wants to communicate with me so that she can avoid an honest conversationThe last time I spoke with her was on September 16,*** called and asked if I could "make this complaint go away" because she felt she took care of all the repairs in a timely mannerThat may be true but I still have to live with burnt cabinets and tiles because she didn't want to completely remove themShe stated that would take too longMy husband has been paying for coverage all this time but we were never coveredWhere is the reimbursement for that? I told her no because she has been dishonest with us throughout the entire processThe very next day she sends an email to my husband in Korea threatening to terminate our lease if he doesn't get rid of the complaint due to "DEFAMATION OF CLOUD REAL ESTATE"She is now calling the coverage liability but if that were the case, why did she lie for so long if that were the real case? It we really never had renters insurance, someone should've been able to tell me thatI asked several people in the officeThis complaint has nothing to do with money*** has been working for Cloud for a long timeShe has gone to the extreme cover her "mistakes" and I feel that if she were handling business in a legit manner that she wouldn't be jumping through so many hoops to cover her trailI am not pleased with the reply, nor am I pleased with the repairsWe will not be bullied into removing the complaintIf she continues with the lies, we will be forced to take further actionsThanks!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Greetings,This complaint has been filed by an unauthorized occupant. We have attempted to contact the legal Tenant in writing in regards to these issues and have not received a response.This occupant admitted to setting the fire to the kitchen due to negligence. Repairs (to include...
painting, tile and carpet cleaning, air conditioning and duct cleaning and replacement of range) were completed within 8 days of reporting the incident. In the meantime, hotel expenses were covered for the occupant which was NOT required but done as a courtesy. Note: Legal liability - The Tenant would be aware that insurance to be provided was not "renter's insurance" and was a liability policy for the structure only. The policy does not provide coverage of personal items or living expenses or liability out of property damage. In other words, the insurance covers the landlord's property, not the tenant's property or personal belongings. Cloud Real Estate has paid the living expenses out of compassion. Cloud Real Estate should not be adversely affected by this complaint.
I apologize for all the confusion on the security deposit issue. I was unaware of the conditions upon move-in. The home did sit a while before you rented the home. We try very hard to return all of our phone calls promptly and again apologize we did not get back with you...
timely. We will refund your $95.00 next week. We do appreciate your business.[redacted] Property Manager
Have spoke to tenant and we have resolved this issue including a rent reduction for her troubles. I spoke with her this morning and she said that she will retract the complaint today. Tell us why here...