Best Rate Realty

Complaint: [redacted] I am rejecting this response because: MsPeterson keeps bringing up resolved maintenance issues with her management company for example the boilerMy unresolved issue regarding the boiler is over payment to the plumbing and heating company her ledger indicates they paid $as did Jennifer when she finally decided to show up days after my inspection of the propertyI paid $in addition to another bill as shown in attachmentShe was suppose to have been there so if MsPeterson wants to talk about communications going nowhere lets start thereNot showing up to her appointmentsArguing with Jennifer about how my boiler is suppose to be running and telling my husband they are like cars and don't make them like they use to did mupltiple thermostat adjustments after I told her to stop doing this and I have never had to do that and had my tank dipped for water losing valuable time to resolve the adequate hot water issueI'll stop there because Flat Rate Best Rate LLC needs to stick to the unresolved issues.I have written proof that Jennifer knew that there were no carbon monoxide detectors because she signed the walk thru paperwork where it lists it by the tenant see attachmentAlso tenant lists the gash I the counter top as a holeThis is not wear and tearAlso, Ms Peterson states that they would have to prove negligence by the tenant and that's not true according to the Alaska Landlord tenant actIt could have been an accident and the tenant would be responsibleWhat wear and tear activity results in that type of damage to my counter top?I again request paperwork showing documentation of invoice to purchase door, rip out old one and install new doorThis was never given or communicated to me in anyway by any ownerI request all tenant records from Flat Rate Realty, LLC DBA Best RateThey are mine I paid this company to keep them while under their management.I want my bar counter top replaced or the monetary value to replace it as well as the front doorI don't understand nor will I ever no why Flat Rate Realty LLC DBA Best Rate chose less than comparable items for my homeMy husband and I hope to return one day and expect it to resemble the house we left under their managementWhen I first brought these concerns to Ms Peterson she chose to tell me how frustrated I must be to live so far away rather than deal with Jennifer's short comings in property management and their handyman.They didn't notice any damage to my home such as bar counter and front door not fitting properly because they didn't care about what the tenants wrote on the paperwork otherwise they would have noticed these issues Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: According to the State of Alaska’s licensing database she became a member of the company on June 30, On March 15, 17, Susan F [redacted] resigned and Juneau Flat Rate Realty LLC began dba as Best Rate RealtyAlso, to note when we became under contract in Juneau of with Juneau Flat Rate Realty, LLC Susan F [redacted] owner of the company had Josclyn Peterson conduct the walk thru of the property with meMy husband and I had recently updated the entire house prior to the walk thru as in that monthIf MsPeterson is claiming my house is old and falling apart; See permitting with the City and Bureau of JuneauJuneau Flat Rate Realty also listed my home for sale and the photos are still online from the summer of should anyone need to remind themselves of the condition of Douglas HwyIt would also be wise for her to refrain from making accusations of my displaying emotions of anger of any kindI have made valid attempts to resolve the breaching of Juneau Flat Rate Realty’s contract as amicable as possibleMsPeterson did state my frustration inaccurately and I was sure to correct her on my last corresponce when attempting to resolve the property management issuesIt was unsettling upon reading the report of my breakin/vandalism which I obtained myself, from the City of Juneau Police Department in October after my return from inspecting and maintenancing the propertyThe victim’s names which were the tenants at the time were redactedIn the report the victims state that they have a habit of kicking the door open and were in a custody dispute with the tenant’s grandparentsIt’s not rocket science to figure out who is responsible for the doorOut of six hardware stores they claim not one door with windows was availableHad I been notified, I would have purchased the door immediately as I have always done with all the repairs to my home (see history of text messages of me following up with Juneau Flat Rate Realty)I also could have told Juneau Flat Rate Realty, LLC that since my home was built in it is not a 2/doorframe that you would buy at a hardware store in stock any one of them would need to be cut to fitMy home was built in with 2/frameThis is why cold air is coming thru the front door which would have required the handy man [redacted] (whom they still use)to cut the door frame to sizeMy husband and I had Alaska Housing conduct an energy rating in and we obtained it after the rating recommendations were made by the raterI also learned that Juneau Flat Rate Realty, LLC instructed the current tenant to leave the property “open” for the handymen to conduct repairsThis causes me great concern that none of the handmen’s work was ever monitored or checked for completionI informed the current tenant to stop this practice as I have just received the policy report of the breakin/vandalismI sent photos to Juneau Flat Rate Realty of the chip in counter top with my finger next to itIf necessary I will take measurement of my finger so that Juneau Flat Rate Realty does not misrepresent my photosThey should have records of the walk thru paper that they supply to the tenant upon move in to note prior damage to property as they have done with the current tenantDuck tape should not be confused with Duct tape in regards to the chimney flue leakJennifer Rotola who Juneau Flat Rate Realty LLC, appointed as property manager made the carbon monoxide detector statement in front of myself and current tenantThis is not a case of hearsayI again made proposal on 11/19/to resolve these issues with Juneau Flat Rate Realty, LLC and they have not have not made any proposalHow does Juneau Flat Rate realty, LLC wish to resolve these issues? Time is running out for them to hold any tenant accountable which means they are breaching their contract with meI am in the process of having the front door assessed but if nails were used we will have to completely replace the front door because it wasn’t installed properly when replacedIt is also now winter in Juneau, AK Sincerely, [redacted] ***

The new tenants moved in in June That is when we started getting a lot of complaints about things not working properlyThe hot water was not adequate, the dishwasher not working, the kitchen light went out, there was water leaking through the old chimney, condensation building up in the bedroom, the bathroom light was flickeringEvery time we got a complaint, we contacted the appropriate contractor to schedule the repairThe light in the bathroom only needed a new bulbThe fixture never came off the ceiling under our authorityThe kitchen ballast was replaced with a smaller one, but that was all that was available at that timeThe dishwasher was not draining correctly, and the maintenance man went right over to repairIt was also found that the roof was missing shingles and we were instructed by the owner, to not have them replacedShe had friend who would take care of itThe chimney was leaking due to the flashing being duck taped downThe contractor sealed it correctlyAt this time, the owner decided to have contractor replace the missing shingles due to unavailability of their friend.The big issue was the boilerWe called a professional plumber who went to the property a number of times to troubleshoot the problemHe changed the oil canister thinking it could be a fuel problemAfter another message from tenant that the hot water was still not adequate, the plumber replaced the mixing valve, thermostat, adjusted the tempAfter several failed attempts, the owner requested a new plumberDuring an onsite visit while the electrician was replacing outlets, being proactive, we mentioned the issue with the boilerHe had a similar issue with his own boiler and said it ended up being the coilWe scheduled the requested plumber who originally installed the boiler and suggested he look at the coilAfter inspection, he confirmed the coil needed to be cleanedHowever, they kept rescheduling this cleaning due to other emergencies and not having the required supplies in stockDue to time it was taking them, we called a 3rd plumbing company and the owner finally agreed to just have it replaced instead of cleanedThe owner was informed every step of the way We never said that the carbon monoxide detectors are not neededThe Fire Marshal and City Code suggest they do not necessarily have to be in the kitchen, but rather that they should be in a centralized area of the home.We hope to resolve this issue in the most pleasant way possibleThe purchase agreement between the previous owner and myself is dated June 30, The previous owner continued to manage the day to day operations while I was on vacation until the end of AugustThe Current owner is doing the best to provide adequate information regarding this caseI have contacted the previous owner and she was operating under this clause in our contract: "Make or cause to be made any repairs which, in Agent’s opinion, may be necessary to preserve, maintain and protect the Property; provided, Agent may not make any repairs that exceed $________ without prior approval of Owner, except that in the case of an emergency, Agent may, without prior approval, make whatever expenditures on behalf of Owner that are reasonably necessary to preserve the Property or prevent further damage from occurring"The previous owner went to the Home Depot to pick up the door with the contractor and his helperThere was not much to choose from, so the question comes down to leaving the property with a broken door that anybody can go into after it was already broken into, or secure the property with a door that was in stock and be able to show the property to secure new tenants in a timely mannerThe funds for the new door and the labor came out of the renters security deposit I really want to help get this squared awayPlease tell me what additional information would be helpful for us to provide?

I did not take over her property until Sept of There were tenants in there that moved in prior to me taking overOnce the tenants gave notice, we did not have any records of their move inWe scheduled a walk through with them to get a look at the propertyThey never complained about anythingThey were guys all renting separate roomsTo our knowledge, everything looked fineNot too long after that, they gave notice as their lease was upAfter their final walk through we only charged them for a cleaning feeIf there was a "gash" as she mentions it looked like a wear and tear itemWhen she pointed it out, it look smaller than a fingernailI have no record if it was done by them or prior to themAs far as the front door, that was before I was involvedI did however contact the previous owner and she said the door was replaced with a comparable door but the only one that was in stockThe funds were taken out of the tenants security depositIt was replaced by her professional contractorThe email I got from the owner accused the tenant of doing the repair himselfNew tenants moved in in June That is when we started getting a lot of complaints about things not working properlyThe hot water was not adequate, the dishwasher not working, the kitchen light went out, there was water leaking through the old chimney, condensation building up in the bedroom, the bathroom light was flickeringEvery time we got a complaint, we contacted the appropriate contractor to schedule the repairThe light in the bathroom only needed a new bulbThe fixture never came off the ceiling under our authorityThe kitchen ballast was replaced with a smaller one, but that was all that was available at that timeThe dishwasher was not draining correctly, and the maintenance man went right over to repairThe roof was missing shingles and we were instructed by the owner to not have them replacedShe had friend who would take care of itThe chimney was leaking due to the flashing being duck taped downThe contractor sealed it correctlyAt this time, the owner decided to have contractor replace the missing shingles due to unavailability of their friendThe big issue was the boilerWe called a professional plumber who went to the property a number of times to troubleshoot the problemHe changed the oil canister thinking it could be a fuel problemAfter another message from tenant that the hot water was still not adequate, the plumber replaced the mixing valve, thermostat, adjusted the tempAfter several failed attempts, the owner requested a new plumberDuring an onsite visit while the electrician was replacing outlets, being proactive, we mentioned the issue with the boilerHe had a similar issue with his own boiler and said it ended up being the coilWe scheduled the requested plumber who originally installed the boiler and suggested he look at the coilAfter inspection, he confirmed the coil needed to be cleanedHowever, they kept rescheduling this cleaning due to other emergencies and not having the required supplies in stockDue to time it was taking them, we called a 3rd plumbing company and the owner finally agreed to just have it replaced instead of cleanedThe owner was informed every step of the way We never said that the carbon monoxide detectors are not neededThey do not necessarily have to be in the kitchen, they should be in a centralized area of the homeThe home was built in We believe that most of the issues just happen to happen at the same time due to the age of the homeWe always responded in a timely manner to any concerns that the owner or renters have hadIf there was not communication, it was because we were waiting on a contractor to get back to usIt is completely here in Alaska to have to wait several days or even over a week to get ahold of contractorsThey can call any property manager and will hear the same thingThe general ledger was accurate from the time I took overIf she has any questions about the ledger prior to Sept 2016, she should contact the previous managerAll of the bills to handymen were paid off of invoicesWe hope to resolve this issue in the most pleasant way possibleHowever, communication with her seemed to go nowhereShe seems to be very angry that her house is falling apart, and is trying blame my company for lack of managing

Complaint: [redacted]
I am rejecting this response because: Ms. Peterson keeps bringing up resolved maintenance issues with her management company for example the boiler. My unresolved issue regarding the boiler is over payment to the plumbing and heating company her ledger indicates they paid  $110.45 as did Jennifer when she finally decided to show up 2 days after my inspection of the property. I paid $110.45 in addition to another bill as shown in attachment. She was suppose to have been there so if Ms. Peterson wants to talk about communications going nowhere lets start there. Not showing up to her appointments. Arguing with Jennifer about how my boiler is suppose to be running and telling my husband they are like cars and don't make them like they use to did mupltiple thermostat adjustments after I told her to stop doing this and I have never had to do that and had my tank dipped for water losing valuable time to resolve the adequate hot water issue. I'll stop there because Flat Rate Best Rate LLC needs to stick to the unresolved issues.I have written proof that Jennifer knew that there were no carbon monoxide detectors because she signed the walk thru paperwork where it lists it by the tenant see attachment. Also tenant lists the gash I the counter top as a hole. This is not normal wear and tear. Also, Ms Peterson states that they would have to prove negligence by the tenant and that's not true according to the Alaska Landlord tenant act. It could have been an accident and the tenant would be responsible. What normal wear and tear activity results in that type of damage to my counter top?I again request paperwork showing documentation of invoice to purchase door, rip out old one and install new door. This was never given or communicated to me in anyway by any owner. I request all tenant records from Flat  Rate Realty, LLC DBA Best Rate. They are mine I paid this company to keep them while under their management.I want my bar counter top replaced or the monetary value to replace it as well as the front door. I don't understand nor will I ever no why Flat Rate Realty LLC DBA Best Rate chose less than comparable items for my home. My husband and I hope to return one day and expect it to resemble the house we left under their management. When I first brought these concerns to Ms Peterson she chose to tell me how frustrated I must be to live so far away rather than deal with Jennifer's short comings in property management and their handyman.They didn't notice any damage to my home such as bar counter and front door not fitting properly because they didn't care about what the tenants wrote on the paperwork otherwise they would have noticed these issues.
Sincerely,
[redacted]

I did not take over her property until Sept of 2016. There were tenants in there that moved in prior to me taking over. Once the tenants gave notice, we did not have any records of their move in. We scheduled a walk through with them to get a look at the property. They never complained about...

anything. They were 3 guys all renting separate rooms. To our knowledge, everything looked fine. Not too long after that, they gave notice as their lease was up. After their final walk through we only charged them for a cleaning fee. If there was a "gash" as she mentions it looked like a normal wear and tear item. When she pointed it out, it look smaller than a fingernail. I have no record if it was done by them or prior to them. As far as the front door, that was before I was involved. I did however contact the previous owner and she said the door was replaced with a comparable door but the only one that was in stock. The funds were taken out of the tenants security deposit. It was replaced by her professional contractor. The email I got from the owner accused the tenant of doing the repair himself. New tenants moved in in June 2017. That is when we started getting a lot of complaints about things not working properly. The hot water was not adequate, the dishwasher not working, the kitchen light went out, there was water leaking through the old chimney, condensation building up in the bedroom, the bathroom light was flickering. Every time we got a complaint, we contacted the appropriate contractor to schedule the repair. The light in the bathroom only needed a new bulb. The fixture never came off the ceiling under our authority. The kitchen ballast was replaced with a smaller one, but that was all that was available at that time. The dishwasher was not draining correctly, and the maintenance man went right over to repair. The roof was missing shingles and we were instructed by the owner to not have them replaced. She had friend who would take care of it. The chimney was leaking due to the flashing being duck taped down. The contractor sealed it correctly. At this time, the owner decided to have contractor replace the  missing shingles due to unavailability of their friend. The big issue was the boiler. We called a professional plumber who went to the property a number of times to troubleshoot the problem. He changed the oil canister thinking it could be a fuel problem. After another message from tenant that the hot water was still not adequate, the plumber replaced the mixing valve, thermostat, adjusted the temp. After several failed attempts, the owner requested a new plumber. During an onsite visit while the electrician was replacing outlets, being proactive, we mentioned the issue with the boiler. He had a similar issue with his own boiler and said it ended up being the coil. We scheduled the requested plumber who originally installed the boiler and suggested he look at the coil. After inspection, he confirmed the coil needed to be cleaned. However, they kept rescheduling this cleaning due to other emergencies and not having the required supplies in stock. Due to time it was taking them, we called a 3rd plumbing company and the owner finally agreed to just have it replaced instead of cleaned. The owner was informed every step of the way.  We never said that the carbon monoxide detectors are not needed. They do not necessarily have to be in the kitchen, they should be in a centralized area of the home. The home was built in 1953. We believe that most of the issues just happen to happen at the same time due to the age of the home. We always responded in a timely manner to any concerns that the owner or renters have had. If there was not communication, it was because we were waiting on a contractor to get back to us. It is completely normal here in Alaska to have to wait several days or even over a week to get ahold of contractors. They can call any property manager and will hear the same thing. The general ledger was accurate from the time  I took over. If she has any questions about the ledger prior to Sept 1 2016, she should contact the previous manager. All of the bills to handymen were paid off of invoices. We hope to resolve this issue in the most pleasant way possible. However, communication with her seemed to go nowhere. She seems to be very angry that her house is falling apart, and is trying blame my company for lack of managing.

Complaint: [redacted]
I am rejecting this response because: According to the State of Alaska’s licensing database she became a member of the company on June 30, 2016. On March 15, 17, Susan F[redacted] resigned and Juneau Flat Rate Realty LLC began dba as Best Rate Realty. Also, to note when we became under contract in Juneau of 2014 with Juneau Flat Rate Realty, LLC Susan F[redacted] owner of the company had Josclyn Peterson conduct the walk thru of the property with me. My husband and I had recently updated the entire house prior to the walk thru as in that month. If Ms. Peterson is claiming my house is old and falling apart; See permitting with the City and Bureau of Juneau. Juneau Flat Rate Realty also listed my home for sale and the photos are still online from the summer of 2015 should anyone need to remind themselves of the condition of 3351 Douglas Hwy. It would also be wise for her to refrain from making accusations of my displaying emotions of anger of any kind. I have made valid attempts to resolve the breaching of Juneau Flat Rate Realty’s contract as amicable as possible. Ms. Peterson did state my frustration inaccurately and I was sure to correct her on my last corresponce when attempting to resolve the property management issues. It was unsettling upon reading the report of my breakin/vandalism which I obtained myself, from the City of Juneau Police Department in October after my return from inspecting and maintenancing the property. The victim’s names which were the tenants at the time were redacted. In the report the victims state that they have a habit of kicking the door open and were in a custody dispute with the tenant’s grandparents. It’s not rocket science to figure out who is responsible for the door. Out of six hardware stores they claim not one door with windows was available. Had I been notified, I would have purchased the door immediately as I have always done with all the repairs to my home (see history of text messages of me following up with Juneau Flat Rate Realty). I also could have told Juneau Flat Rate Realty, LLC that since my home was built in 1953 it is not a 2/6 doorframe that you would buy at a hardware store in stock any one of them would need to be cut to fit. My home was built in 1953 with 2/4 frame. This is why cold air is coming thru the front door which would have required the handy man [redacted] (whom they still use)to cut the door frame to size. My husband and I had Alaska Housing conduct an energy rating in 2009 and we obtained it after the rating recommendations were made by the rater. I also learned that Juneau Flat Rate Realty, LLC instructed the current tenant to leave the property “open” for the handymen to conduct repairs. This causes me great concern that none of the handmen’s work was ever monitored or checked for completion. I informed the current tenant to stop this practice as I have just received the policy report of the breakin/vandalism. I sent photos to Juneau Flat Rate Realty of the chip in counter top with my finger next to it. If necessary I will take measurement of my finger so that Juneau Flat Rate Realty does not misrepresent my photos. They should have records of the walk thru paper that they supply to the tenant upon move in to note prior damage to property as they have done with the current tenant. Duck tape should not be confused with Duct tape in regards to the chimney flue leak. Jennifer Rotola who Juneau Flat Rate Realty LLC, appointed as property manager made the carbon monoxide detector statement in front of myself and current tenant. This is not a case of hearsay. I again made proposal on 11/19/17 to resolve these issues with Juneau Flat Rate Realty, LLC and they have not have not made any proposal. How does Juneau Flat Rate realty, LLC wish to resolve these issues? Time is running out for them to hold any tenant accountable which means they are breaching their contract with me. I am in the process of having the front door assessed but if nails were used we will have to completely replace the front door because it wasn’t installed properly when replaced. It is also now winter in Juneau, AK.
Sincerely,
[redacted]

The new tenants moved in in June 2017. That is when we started getting a lot of complaints about things not working properly. The hot water was not adequate, the dishwasher not working, the kitchen light went out, there was water leaking through the old chimney, condensation building up in the bedroom, the bathroom light was flickering. Every time we got a complaint, we contacted the appropriate contractor to schedule the repair. The light in the bathroom only needed a new bulb. The fixture never came off the ceiling under our authority. The kitchen ballast was replaced with a smaller one, but that was all that was available at that time. The dishwasher was not draining correctly, and the maintenance man went right over to repair. It was also found that the roof was missing shingles and we were instructed by the owner, to not have them replaced. She had friend who would take care of it. The chimney was leaking due to the flashing being duck taped down. The contractor sealed it correctly. At this time, the owner decided to have contractor replace the  missing shingles due to unavailability of their friend.The big issue was the boiler. We called a professional plumber who went to the property a number of times to troubleshoot the problem. He changed the oil canister thinking it could be a fuel problem. After another message from tenant that the hot water was still not adequate, the plumber replaced the mixing valve, thermostat, adjusted the temp. After several failed attempts, the owner requested a new plumber. During an onsite visit while the electrician was replacing outlets, being proactive, we mentioned the issue with the boiler. He had a similar issue with his own boiler and said it ended up being the coil. We scheduled the requested plumber who originally installed the boiler and suggested he look at the coil. After inspection, he confirmed the coil needed to be cleaned. However, they kept rescheduling this cleaning due to other emergencies and not having the required supplies in stock. Due to time it was taking them, we called a 3rd plumbing company and the owner finally agreed to just have it replaced instead of cleaned. The owner was informed every step of the way.  We never said that the carbon monoxide detectors are not needed. The Fire Marshal and City Code suggest they do not necessarily have to be in the kitchen, but rather that they should be in a centralized area of the home.We hope to resolve this issue in the most pleasant way possible. The purchase agreement between the previous owner and myself is dated June 30, 2016. The previous owner continued to manage the day to day operations while I was on vacation until the end of August. The Current owner is doing the best to provide adequate information regarding this case. I have contacted the previous owner and she was operating under this clause in our contract: "Make or cause to be made any repairs which, in Agent’s opinion, may be necessary to preserve, maintain and protect the Property; provided, Agent may not make any repairs that exceed $________ without prior approval of Owner, except that in the case of an emergency, Agent may, without prior approval, make whatever expenditures on behalf of Owner that are reasonably necessary to preserve the Property or prevent further damage from occurring"The previous owner went to the Home Depot to pick up the door with the contractor and his helper. There was not much to choose from, so the question comes down to leaving the property with a broken door that anybody can go into after it was already broken into, or secure the property with a door that was in stock and be able to show the property to secure new tenants in a timely manner. The funds for the new door and the labor came out of the renters security deposit.  I really want to help get this squared away. Please tell me what additional information would be helpful for us to provide?