Carrington Property Services Inc

Dear Mr***:
The Customer Advocate Department of Carrington Property Services, LLC (“CPS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 3, CPS is committed to responsible property management and we would like
to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, you allege that you made an appointment with CPS to have your bathroom tub inspectedYou go on to say that you asked for CPS to call you the day of the inspection to confirm that you were still available, but you claim you did not receive a call and that you were not available when the date arrivedDespite being unavailable, you state that CPS still came to the property and that you were assessed a $trip charge feeAs a result, your desired resolution is for CPS to waive the $trip charge fee
As a preliminary matter, please accept this correspondence as confirmation that, solely as an expression of our commitment to the highest standards of customer satisfaction, CPS has agreed to waive the $trip charge fee as a one-time courtesyNevertheless, we respectfully submit that once an inspection has been scheduled on a date that you have indicated is convenient, it is not CPS’s responsibility to call you again on the day of an inspection to confirm your continuing availabilityIn other words, if you wish to cancel or reschedule any future inspections, it is your responsibility to call and advise CPS before the scheduled inspection date to prevent being charged any additional trip charge fees
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com

Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Property Services, LLC (“CPS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced property received in our office via email on October 19, 2016. CPS is committed...

to providing responsible property management services and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you state that CPS initially informed you that we would honor your security deposit in the amount of $2,800.00 as your last two (2) months of rent in the amount of $1,400.00 each. Notwithstanding CPS’s confirmation, you claim that the new property management company, [redacted], is unwilling to honor your prior agreement with CPS to apply your security deposit towards the last two (2) months of rent. Consequently, your desired resolution is for [redacted] to honor your prior agreement with CPS and to remove any late fees that were assessed to your account.   At the outset, please accept this correspondence as confirmation that CPS is unable to find any evidence to substantiate your claim. More specifically, please know that it is not CPS’s practice to allow the use of a security deposit as rent which was made clear to you in the terms and conditions of the Receipt of Deposit/Fees and the Residential Lease Agreement that you agreed to and accepted. Pursuant to the Receipt of Deposit/Fees, you were advised that the “security deposit may not be used in lieu of paying the last month’s rent.” Additionally, pursuant to the Residential Lease Agreement, on page 3, section 7(c), you were also advised that “you may not withhold payment of any portion of the last month’s rent on grounds that the security deposit is security for unpaid rent.” For your reference and review, attached hereto as Exhibit “A” please find a copy of the Receipt of Deposit/Fees and the Residential Lease Agreement.   Based on the foregoing investigation and review of the account, we are unable to find any evidence of wrongdoing on CPS’s behalf. Moreover, we would like to take this opportunity to thank you for bringing this matter to our attention and allowing us the opportunity to resolve your concerns. Please know that CPS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received from our   office while we confirmed the terms and conditions of your lease agreement with regard to the security deposit.   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com

Revdex.com:
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]

Review: They collected and cleared a rent check from a renter, on a property I purchased in May. The renter has provided copies of the cleared check from Carrington for the June rent check. I emailed Carrington with the copy of the check and an email from the renter and they have not responded.

Account_Number: Renter: [redacted] I left out important info for identifying my claim. Please add the property address for the rent being collected . It is [redacted] West [redacted] St. E. [redacted] , Tx [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Send me the rent check.

Business

Response:

May 2, 2014

[redacted] Drive

[redacted], TX [redacted]

Re: CPS No: [redacted]

Property Address: [redacted] West [redacted] Street E., [redacted], TX [redacted]

Complaint ID No.: [redacted]

Dear Ms. [redacted]:

The Customer Advocate Department of Carrington Property Services, LLC ("CPS") is in receipt of your complaint filed with the Revdex.com received in our office via email on April 29, 2014. We are currently researching the issue(s) addressed in your inquiry and we anticipate a response on or before May 29, 2014.

Carrington Property Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have. I can be reached at (866) 874-5017 Monday through Friday, 8:00AM to 5:00PM, Pacific Time.

Sincerely,

Customer Advocate

Consumer

Response:

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,

Review: Moved into rental house 3/6/14, major plumbing issues within 2 days of move in. Authorized by [redacted] (local management company) to stay in hotel for up to $150 per night. Expenses for hotel and evening meals totaled $581.50. Still no reimbursement after six weeks and counting. [redacted] representative [redacted] even asked us to fill out a W-9 Income Reporting Form for reimbursement. This is NOT income, it is additional living expense authorized by their representative, that we still have not seen reimbursement for.Desired Settlement: Reimbursement in amount of $581.50 for additional living expense due to unfit living conditions in house rented to us.

Business

Response:

The Customer Advocate Department of Carrington Property Services, [redacted] ("[redacted]") is in

receipt of a complaint regarding the above-referenced property received in our office via email

on May 13, 2014. [redacted] is committed to providing responsible property management services and

we would like to address any concerns you may have. The following is our response to the

issue(s) raised in the inquiry.

A review of our records found that you entered into an agreement to rent the above referenced

property, effective on March 6, 2014. Shortly after moving into the property, you contacted [redacted]

and explained that there were issues with the property's plumbing system. The plumbing issues

were severe enough to require that you to relocate to a hotel while [redacted] worked with the local

property management company to repair the plumbing system.

On April 23, 2014, [redacted] requested a check in the amount of $834.14 which was intended to

reimburse you for the six nights you relocated at a hotel along with a $75.00 daily allowance for

food and any other items you may have had to purchase during this time. On April 30, 2014,

[redacted] sent a reimbursement check number [redacted] made payable to you in the amount of$834.14 to

the property address via registered mail.

Upon receipt of your complaint, [redacted] contacted our accounting department and confirmed that

the above referenced reimbursement check that was sent to you on April 30, 2014 had not yet

cleared. As an expression of our commitment to the highest standards of customer satisfaction,

[redacted] contacted you to investigate on May 22, 2014 and confirmed that you did not receive the

initial reimbursement check. Subsequently, [redacted] placed a stop-pay on the initial reimbursement

check and re-issued a new reimbursement check to you on May 23, 2014, a copy of which is

included for your ease of reference.

This new reimbursement check, number 7-[redacted] dated May 23,2014 in the amount of$834.14

was sent to you via Federal Express, tracking number [redacted] 9080 and is scheduled for

delivery on May 27, 2014. We would like to point out that, although the reimbursement you

requested from [redacted] was in the amount of $581.50, [redacted] has reimbursed $834.14 which is

$252.64 greater than the amount you originally requested.

Based upon the foregoing, we believe the record is clear that [redacted] has properly reimbursed all

funds due to you in connection with your relocation. Once [redacted] discovered that you may not

have received the original check, we promptly investigated and issued a replacement check.

Nevertheless, we sincerely apologize for any inconveniences you may have experienced due to

the delay in receiving the reimbursement funds sent to you by [redacted].

We trust that this communication addresses all of the concerns noted in the complaint. If you

have any further questions, please contact the undersigned at [redacted], Monday through

Friday, 8:00AM to 5:00PM, Pacific Time.

Sincerely,

Customer Advocate

Consumer

Response:

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 have now received the issued reimbursement and am satisfied with the explanation.

Regards,

Review: I made an appointment for someone to come out to my residence to look at my bathroom tub on 1/27/16 and I told them to call me to make sure I was available and I wasn't and did not answer their calls and this company still came out and now Carrington is charging me $25 for this. I have spoken to both the assistant property manager and manager and both are unwilling to comply and say I must pay a $25 fee for the company coming out when I told them to make sure and call me so they know I was available.Desired Settlement: do not charge me or refund me the $25.

Business

Response:

Dear Mr. [redacted]:

The Customer Advocate Department of Carrington Property Services, LLC (“CPS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 3, 2016. CPS is committed to responsible property management and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.

As we understand the complaint, you allege that you made an appointment with CPS to have your bathroom tub inspected. You go on to say that you asked for CPS to call you the day of the inspection to confirm that you were still available, but you claim you did not receive a call and that you were not available when the date arrived. Despite being unavailable, you state that CPS still came to the property and that you were assessed a $25.00 trip charge fee. As a result, your desired resolution is for CPS to waive the $25.00 trip charge fee.

As a preliminary matter, please accept this correspondence as confirmation that, solely as an expression of our commitment to the highest standards of customer satisfaction, CPS has agreed to waive the $25.00 trip charge fee as a one-time courtesy. Nevertheless, we respectfully submit that once an inspection has been scheduled on a date that you have indicated is convenient, it is not CPS’s responsibility to call you again on the day of an inspection to confirm your continuing availability. In other words, if you wish to cancel or reschedule any future inspections, it is your responsibility to call and advise CPS before the scheduled inspection date to prevent being charged any additional trip charge fees.

We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.

Sincerely,

Customer Advocate

CC: Revdex.com

Consumer

Response:

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,