B & R Transmission & Service Center Inc

We reviewed the claims and the security deposit several times with the complainant. They were charged for patio door blind slats, missing bulbs and a receptacle cover plus tax of for the items in dispute. The labor to obtain and install these items was for a total of
for these items. These costs are extremely reasonable and well within generally accepted costs in the industry. We did not document it down to the level that it was the 3rd light bulb from the left of the kitchen counter in the bar light or to the level of that it was the 2nd receptacle cover to the left of the closet door in the third bedroom from the front door next to the washer/dryer area. At least three staff members here spoke to the complainant about this and tried multiple times to respond in a way that was understandable. Their complaint was heard, fairly reviewed, addressed and communicated to them

I have reviewed the response offer 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
Before moved-in:Please send the record of when the rest of the house was last painted (ONLY the two rooms upstairs and the kitchen were painted when we moved-in, everything else was NOT painted).After moved-out:Please send damage report of the walls which are damaged by us which requires repaintI have the full records to support my claimBased on what you have provided in the Lease Ending Procedures, you say costs are incurred “If we are required to paint the wall due to resident damage charges”You repeatedly fail to provide evidence that there was any damageI ask you to provide this evidence to resolve this issue
Regards,*** ***

The resident first occupied the property on July 1, and remained in the property until June 28, 2017. This lease term made for a year residency. Per the lease terms, the residents agreed by contract to pay for 50% of the painting costs and the residents agreed to by signature on
6/16/2015. The total cost of the paint job was upon their vacancy. The residents responsibly by contact was dollars. Raines Property Management discounted the amount the residents agreed to by % and only deducted of the possible 650.00. As for the cleaning charge, the house was left in very good condition. We did perform hours of post painting clean up painting. After reviewing this, we believe this was charged to the residents in error and will return to them an additional

The parking policy for the property is in place to insure that the residents of the property have the highest opportunity to use the parking areas Each resident is given a parking pass and signs a document explaining the parking policyThere is no way for the tow truck driver when arriving
at the property to simply look at a car and be able to identify it as a parent's vehicle or how long the vehicle has been parked there It is a properly placed parking pass which distinguishes between authorized and unauthorized vehicles While we regret that the policies for the property were not followed which resulted in the vehicle being towed, it was a valid tow No attempt was made in advance by the resident or the parents to make any type of arrangement for temporary parking The towing company performed the service they were contracted to do and deserve to be paid for that service as unpopular as they may be

This is the second instance where the owner has suffered damage to their property. This creates unnecessary expense of time and money resources on behalf of the owner. In the first instance, the owner was kind enough to discount the cost of replacing the refrigerator based on the life
expectancy of the unit. Now a toilet has been destroyed and the residents want the same courtesy extended again. The owner would like the courtesy of not having their property destroyed A quick search on the internet determines the life of a toilet to range between and years. Using the lower end life expectancy of years and the cost of the materials charged of 120.00, the amortization of the toilet would be per year. The home was built in according to the Town of Blacksburg tax records. Using that number, the toilet had a remaining life of years. years x = dollarsTherefore as a courtesy we will discount the bill $and ask that the residents take proper care of the property

Although a lease extension was signed, if we can secure new applicants we will take it under consideration to end the ***'s current lease. It is the current lease holders responsibility to find the new applicant, however Raines is willing to assist in advertising the property upon the residents request to do so

I have reviewed the response offer 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
Response is disingenuous at best. The house was NOT initially fully painted when we moved inA day after we moved in, ONLY the two rooms upstairs and the kitchen were paintedEverything else was NOT paintedThe paint condition for the rest of the house was recorded in a movireport (A four page separate report was submitted along with their standard report)There was NO damage to walls when we moved outWe are NOT responsible for fixing the pre-existing condition of the house. Raines is not honest and ethicalTheir business practices needs some government investigation.Please find attached documents-Three
Regards,*** ***

The situation was handled exactly to the terms that the resident agreed to in the lease agreement. Below is the detailed Lock Outs Policy.LOCK OUTS
Lockouts
generally happen at a most inconvenient time and can be embarrassing,
especially when these occasions become
repetitive. In addition, the rental office personnel may
not be readily available on these particular occasions. Only persons on a lease may use the lockout
service. A picture I.Dmust be
presented in order for you to be allowed entrance to the unit
During
our office hours, a key may be purchased from the rental office for a nominal
charge of $2.00. If the office staff
makes a trip to let you in your unit there will be a $trip charge. If after hours, weekends and holidays, you
lock yourself out of your unit, there will be a $charge for the lock out
service. The resident must pay the cost
of the lock out at the time of entry

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I don't know how much clearer I can be, Raines said in the response if I asked them they would help advertise but all I was told was to give them a hundred dollars to advertise (which I gladly did). As I stated before, I am trying to give the property company as much of a notice as is humanly possible considering I had to sign next years lease last year.  I don't want to see me or them financially worse off.  I am sure that if they would work as hard as I am to try and find another renter we could get this done before the deadline but as you saw in their first response, they could care less about me or my situation. So I will be unsatisfied with any outcome until I see where we end up come July.  I'm sure with their help we can get it rented before then but if not, at least the judge will see I have been trying to get the matter resolved and they have not.  I have advertised on [redacted] and a renters guide.  I have had 2 people come look at it so hopefully it will rent.  They have been given their notice and I am doing my part- as I stated before, according to the law, once I give notice they need to be finding someone.  I have been looking and I hope they do the moral and right thing as a lot of people put their trust in this company.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for bringing this dispute to our attention.  I apologize for the delay in getting back with you, but as promised we have carefully reviewed the complaint.  After considering your letter and looking in detail at your claim, we believe you are correct. As stated in your...

letter, the painting was incorrectly distributed by us between the resident and the owner of the property.  Therefore, we will be issuing a refund check in the amount of 342.88 as requested.Raines Property Management takes our fiduciary responsibility in handling security deposits correctly very seriously. We try to be very diligent in the distribution of funds and take the review process equally serious.  In this circumstance, we will be sending the refund out within the next few days.  Thank you for your residency with us and your patience as we worked through your issue to reach a fair and equitable solution.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The agreement by contract was that the resident of the property would pay 50% of painting the unit at the end of a two year residency.  That was what both parties agreed to up front.  Raines Property Management in fact charged LESS than the agreed to percentage because the residents treated the property well.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) Placement of portable basketball goal in front of any property in [redacted] is clearly in violation of HOA rules.  The issue here is lack of enforcement of the rules by Raines property management in a timely manner.  The vague response is not reassuring to those of us who abide by the HOA rules, and does not disclose any deadline or course of action to remedy the situation.2) More importantly, the safety of the children who continue to use the basketball goal on the side walk less than few feet away from our well traveled road by residents and numerous construction vehicles are compromised.  It is natural reaction for kids to chase the bouncing ball off of the basketball board.  I have witnessed kids chasing the basketball across the road causing dangerous situation to themselves and the drivers who are surprised by sudden appearance of kids running across the road to catch their basketball.  I have cell phone pictures of the described situation and am happy to provide that upon request.  It is the responsibility of Raines property management to take a swift action and protect the residents and children of this community before an unfortunate accident occurs.I expect that Raines property management to take this matter seriously and do not delay the HOA rule enforcement more than the sixty days they have delayed in taking action already.  The sidewalk placement of basketball goal is too dangerously close to the main community road and it deserves prompt attention for the safety of all.  
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No I do not accept the company's explanation. There is one small sign on [redacted] regarding Towing on this property. This sign is nowhere near the parking lot which our vehicle was towed from. I will be happy to provide pictures of this lack of signage. I reiterate that this towing policy is nothing but a scam to enrich the tow company as well as the property management group.No I did not previously apply for a permit to park for 30 minutes as I was never even aware of the sign. 
Regards,
[redacted]

Mr. [redacted] entered into a contract and we are adhering to the terms of the contract.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.According to Virginia law, Va. Code Ann. §§ 55-248.33, 55-248.35 if I give notice that I need to break the lease, the leasing agent is responsible for finding another renter as soon as possible and my obligation is only for the months not rented.  (Virginias mitigation of damages clause) I have given notice that July will be my last month and have paid $100.00 for advertising to the rental company. I feel 3 months is more than fair to find a renter especially with an inflated cost of $100.00 to advertise.  All I am asking is for the company that I and my wife have dealt with for eight years is to treat us fairly.  When a man realizes the American dream by purchasing a home, the last thing he should expect is for the company he has done business with for so long to want to push him down in the dirt.
Regards,
[redacted]

We have notified the owner of the property who has up the goal up and are working through the process required process to resolve the issue.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The initial responses from the company were that they needed to check their files and would call me back once they had the information. I never received a call back. I always had to continue to try and contact them, and the response was always the same. Someone would check on it and call me back. This of course, never happened.As far as their response on the breakdown of the bill, they never broke it down for cost of items and labor in any of the conversations. I continually asked for details on this billing. My requests were ignored, and finally I was treated very rudely by the manager during the final phone call. Again, during this call he never explained the breakdown on cost of  items and labor charges. If he had given me this information (if the first person to whom I spoke months ago had called me back with this information), I would have been satisfied and never filed the complaint in the first place.
Regards,
[redacted]