Boardwalk Real Property Management Inc.

I find the tenants statements about gross negligence,lack of concern and minimal intervention to be ingenuous when the tenant hasoccupied the property for approximately months and has requested workorders during that time span, each of which has been taken care of inaccordance to the
lease. Cosmetic repairs are at the discretion of theowner. Following is our response to a letter we have receivedon her behalf speaking about the same concerns.We would like to clarify a few claims you have made regarding issues in thehome. First, the move in condition: The property was in fact professionallycleaned. We have an invoice to prove this, attached, as well as follow uppictures for verification. We never “represented that the premises wouldbe cleaned to the tenants standards once the lease was signed” as shehave claimed. I would need to see writtendocumentation or this to support her claim. The carpets were professionally steam cleaned prior to move in, we do not havethem shampooed, and are guaranteed by a trusted carpet cleaning company we useon a regular basis. Since the tenant claimed they were notclean enough, we sent them back out to re-clean the carpets after she tookpossession, as a courtesy. An invoice for the cleaning service has beenattached for verification.The tenant viewed the house before move in, signed the lease which states inParagraph “Tenant has inspected the property and accepts it AS-IS”. Next, the heater: Yes, the heater has worked in this home despite yourclaim that “the heater in the house has never worked properly”. The entireHVAC system was replaced back in September 2012. There have been a couplework orders placed by the tenant regarding an issue with the system not workingproperly. The issue each time was relatively small, and repaired in atimely manner despite the claim. The toilet issue: We spoke to the owner regarding this charge. Since there were no items actually retrieved from the toilet by the plumber,the owner has agreed to cover the cost. The tenant will receive a crediton her account for the $charge. Next, the safety issues: The tenant claimed that we “installeda hollow-core interior closet door as an exterior door of the house”. This is completely false. We do have (multiple) pictures of a solid-coreentry door in place before move in. It can also be verified through ourcertified locksmith. The door on the property when she took possessionwas the door installed by the builder, solid core as per building code. Under no circumstances would we ever install a hollow-core door as anentry door. After the breit was then replaced with anothersolid-core entry door, performed in a timely manner. The tenant didreport (months later) that she was having problems with the lock sticking,so a work order was issued out to have it looked at/adjusted. From whatwe understand the contractor has contacted the tenant to schedule a timefor service. In regards to the breand damage to the door: Per the signed lease,Paragraph D(2)(b.), the tenant is responsible for damages to doors,windows, and screens at the property. The tenant will be charged forthe repairs, as the damages did not occur due to the Landlord’s negligence. Next, the dryer issue: The tenant has claimed we “had the clothesdryer outlet plugged into an ordinary three-pronged outlet….”. Ifail to understand how this is even possible, as an outlet cannot be “pluggedinto another outlet. There is a pronged outlet available for thewasher, above the washer drain pan. To the right of it is a outletfor dryer use. The tenant actually tried to replace the dryeroutlet themselves, which is a direct violation of the lease under Paragraph 18C(1). From what we can figure from this situation is that shetried to plug the dryer (220) into a outlet for some reason, and itsparked/created a fire. Either that or she was not using aproperly-pronged cord from the dryer for use in the outlet (there areadapters she can purchase). Dishwasher: Yes, the dishwasher is functional. Thetenant has claimed the dishwasher “has never worked properly and has neverworked”. She evenadmits to using it frequently in the work order request, which debunks herstatement. Her claim is that it just does not clean them as well asshe would like. Unfortunately some dishwashers are more efficient thanothers, but the one in this property is fully functional. We will not pay the tenant for her expenses. We believe we havemade every accommodation we are required to do under the lease, and havedocumentation as proof. After discussing this issue with the owner in depth, he has agreed to let thetenant out of her lease. She will need to pay pro-rated rent up until shevacates, and also let us know a date she will be vacating. No leasing feewill be charged to her, nor will she receive a broken lease status on her rentalhistory record. If this is agreed to by the tenant, then both parties willconsider this entire issue finalized

I appreciate the tenants response.  However, if you do look at the move-in condition form, that was attached in our original response, you will see that there is a line called "Flooring" for each room where the tenant did report the stains on the carpeting.  Again, no one from this company ever suggested that the carpets were to be replaced however the carpets were professionally cleaned prior to her move-in.  After she vacated and we had the property and carpets professionally cleaned the property rented almost immediately.  Currently the tenant has an outstanding balance owed to the owner.  In my discussion with the owner, he is willing to credit the tenant $358.62 to bring their balance to $0.00, rather than send them to collections.  If this is acceptable with the tenant then we will consider the situation closed.

To whom it may concern,After the tenant vacated the property, the property manager surveyed the property and noticed a pet smell.  Because of this and because she did not use one of the 5 approved carpet cleaning companies listed in the move-out instructions, attached, that were sent...

to her via email, attached, after she gave Boardwalk notice to vacate, he asked one of the approved companies to test the carpets for urine.  The vendor used a device designed to alert on recent urine stains.  The device does not alert on stains that havedried and crystalized.  Because the device alerted on numerous stains, the carpet was pulled up and rolled back to show the underside of the carpet.  Recent urine stains are yellowish-brown while those that have dried and are crystalized are white and at least 3 years old.  There were numerous areas of recent urine stains.  This is the reason for the carpets were re-cleaned and treated for pet urine.  Based on this fact and an email we sent to the tenant, attached, due to a call from a local pet rescue shelter notifying us that was asking to adopt a pet, the charges will remain.  I have also attached her move-in condition form where she never mentions carpet smell.  Also, no one from Boardwalk ever mentioned replacing the carpets,  The real estate agent who showed her the property is an independent agent who works for another company,.I am sorry for this situation and appreciated the fact that the tenant always paid her rent in a timely manner.

In response to the complaint.  We had no knowledge of any pets having been kept in this property.  I will point out that the tenant accepted the property by signing the lease and moved into the property on November 2, 2015.  I have attached a copy of their move in condition report on...

which there is no mention of any problems with regard to carpets, dog hair or dust.  I have also attached a copy of the carpet cleaning bill from the previous tenant, done after they vacated the property.  We have had 2 repair request, one for a plumbing leak that was repaired and one on January 13 for pest control that have been set up.  Until yesterday, January 15, 2016 we had not mention of any other problems.  I will be happy to have one of our vendors clean under the stove and behind the refrigerator.  However, I will not have the carpets re-cleaned.  I would suggest that they contact the vendor who did the carpet cleaning to see if they might be able to help them.

Complaint: [redacted]
I am rejecting this response because now this company is clearly finding anything they can use to justify me being responsible for this pet urine on these carpets that should have been changed before I moved in. The same stains were on some areas of the carpets when I first saw the home.  Again, the realtor said the carpets needed to be changed and that clearly was not the case when I moved in. I just got to the area and had already paid the deposit so I had to move in. Upon move-in, I recalled some type of pet smell but it was not in every room.I was aware that the animal shelter would call property management on my behalf to see if we can own a pet because they informed me that they would. It was no secret. When the animal shelter informed us that property management would not allow us to have a pet, they did not give us one, we never got one, and we never owned one.Again, look at the move-in inspection form. There was nothing on that form that had carpets as part of the inspection so I could not write anything about the carpets. I should not be paying for an oversight on their part. I am not an expert on machines, but the company trying to discredit me, a veteran of almost 20 years, is a complete insult and it shows the integrity of this company. There have been numerous tenants that lived in this house before I did, and I know that one of them use to have a girlfriend and a dog. They are not going to pin this one on me.
Regards,
[redacted]

I would like to apologize to our tenant for a complete misunderstanding on our part.  We did not have photos of the door involved and could not believe that type of door had been placed as an exterior door by the builder, years before.  We have come to a mutual agreement with the tenant and I appreciate her efforts.

We have been in contact with the tenant, the hole in the roof has been temporarily repaired until we can get the whole roof replaced due to hail damage.  We have employed a pest control company to catch and remove the racoon.  The interior hole in her closet ceiling has been temporarily...

repaired.  We will repair it permanently once the racoon is removed.  The water in the carpet has been removed and the carpets and walls cleaned.

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]