Bakersfield Property Solutions

Initial Business Response / [redacted] (1000, 9, 2016/01/26) */ I am in receipt of your letter dated January 20, regarding a complaint filed against us by one of our tenantsThank you for sending the letter and giving us a chance to respond The tenant has made several allegations to which I would like to respond First, the tenant is claiming that the unit was uncleanI have had multiple conversations with this tenant, but this is the first time I have heard anything about the unit being uncleanThe unit was professionally cleaned prior to tenant move inIf the tenant had notified us that there was a problem with cleanliness we could have corrected it but since she did not notify us there is nothing we could do Second, the tenant is complaining about the loose toiletWhen we did our inspection of the unit prior to tenant move in there was no obvious problem with the toiletThe problem was only detected after the tenant sat on the toilet which we did not do during our inspectionOnce we realized there was a problem we sent a repairman out within a day to fix the problemWe replaced the faulty subfloor and replaced all the flooring in the bathroom Third, the tenant is complaining about roachesI personally inspected the unit prior to move in and I did not see any roachesOne of my staff inspected the unit prior to move in and she did not see any roachesOne of our workers did some repairs on the unit prior to move in and he did not see any roachesThe repairman who did the repairs on the bathroom floor did not see any roachesThe tenant reported the problem with roaches on Tuesday 1/5/We called Killian Pest Control out to do an inspection and treatmentThey could not go on Tuesday or Wednesday because of the heavy rainThey made an appointment to go Thursday afternoon but when they arrived at the unit no one answered the doorThey were able to get in to the unit on FridayTheir report notes that they saw no roaches upstairs and they saw two roaches in the kitchenThey are going out again 1/26/to do a follow up treatmentI have also spoken to the complainants roommate who told me that while she has seen a few roaches she does not consider it to be a serious problemThe bottom line is it does not appear that the unit is infested with roaches and we are doing everything we can to take care of the few roaches that are thereThe tenant has told me multiple times that she suffers from mental issues and I believe that is the real problem here, not the roaches The tenant and her roommate signed a one year leaseThe tenant has asked to be let out of her leaseWhile I don't believe we have done anything wrong and I believe we have upheld the terms of our contract, I don't want the tenant to have to suffer for the next yearI have told both tenants that if they both want to move out and terminate the lease then I am willing to do thatI have asked them to set a time to come in to my office to discuss the situationWhat I am not willing to do is remove one tenant from the lease and leave the other tenant hangingThat seems neither right nor fair Finally, the tenant has complained that we have treated her in an unprofessional mannerOne of the core principles of Bakersfield Property Solutions is that we treat all people with respect regardless of their race, religion, gender, income or any other factorI understand that this tenant suffers from mental issues and I am sympathetic to her situationEvery interaction we have had with her either on the phone or in person has been tenseShe has been angry, she has yelled, she has threatenedIn each situation I have done my best to diffuse the situationAs far as I know my staff and I have all acted in a professional, respectful manner As I have stated previously, I would like to bring a reasonable resolution to this situation

Initial Business Response /* (1000, 9, 2016/01/26) */
I am in receipt of your letter dated January 20, 2016 regarding a complaint filed against us by one of our tenants. Thank you for sending the letter and giving us a chance to respond.
The tenant has made several allegations to which I would...

like to respond.
First, the tenant is claiming that the unit was unclean. I have had multiple conversations with this tenant, but this is the first time I have heard anything about the unit being unclean. The unit was professionally cleaned prior to tenant move in. If the tenant had notified us that there was a problem with cleanliness we could have corrected it but since she did not notify us there is nothing we could do.
Second, the tenant is complaining about the loose toilet. When we did our inspection of the unit prior to tenant move in there was no obvious problem with the toilet. The problem was only detected after the tenant sat on the toilet which we did not do during our inspection. Once we realized there was a problem we sent a repairman out within a day to fix the problem. We replaced the faulty subfloor and replaced all the flooring in the bathroom.
Third, the tenant is complaining about roaches. I personally inspected the unit prior to move in and I did not see any roaches. One of my staff inspected the unit prior to move in and she did not see any roaches. One of our workers did some repairs on the unit prior to move in and he did not see any roaches. The repairman who did the repairs on the bathroom floor did not see any roaches. The tenant reported the problem with roaches on Tuesday 1/5/16. We called Killian Pest Control out to do an inspection and treatment. They could not go on Tuesday or Wednesday because of the heavy rain. They made an appointment to go Thursday afternoon but when they arrived at the unit no one answered the door. They were able to get in to the unit on Friday. Their report notes that they saw no roaches upstairs and they saw two roaches in the kitchen. They are going out again 1/26/16 to do a follow up treatment. I have also spoken to the complainants roommate who told me that while she has seen a few roaches she does not consider it to be a serious problem. The bottom line is it does not appear that the unit is infested with roaches and we are doing everything we can to take care of the few roaches that are there. The tenant has told me multiple times that she suffers from mental issues and I believe that is the real problem here, not the roaches.
The tenant and her roommate signed a one year lease. The tenant has asked to be let out of her lease. While I don't believe we have done anything wrong and I believe we have upheld the terms of our contract, I don't want the tenant to have to suffer for the next year. I have told both tenants that if they both want to move out and terminate the lease then I am willing to do that. I have asked them to set a time to come in to my office to discuss the situation. What I am not willing to do is remove one tenant from the lease and leave the other tenant hanging. That seems neither right nor fair.
Finally, the tenant has complained that we have treated her in an unprofessional manner. One of the core principles of Bakersfield Property Solutions is that we treat all people with respect regardless of their race, religion, gender, income or any other factor. I understand that this tenant suffers from mental issues and I am sympathetic to her situation. Every interaction we have had with her either on the phone or in person has been tense. She has been angry, she has yelled, she has threatened. In each situation I have done my best to diffuse the situation. As far as I know my staff and I have all acted in a professional, respectful manner.
As I have stated previously, I would like to bring a reasonable resolution to this situation.