Cecil Management Group, Inc.

I am sorry you still feel that the cleaning and landscaping was not your responsibilityThe lease does stipulate that you are responsible for the landscaping, along with having to return the home in good condition which includes general cleaningIt also states that the furnace filter is your responsibility to replaceWith the excess dirt in the filter, it would not have been changed right before cleaning and cleaning "stirred up dirt" to clog it as much as is shown in the pictureIf so, the house would of been extremely dirty prior to that, which would constitute a much higher cleaning bill than either of us paidAs mentioned previously, the house was attempted to be cleaned but was not 100%, especially in the kitchen on cabinets, countertops and appliancesThat along with the filter and exterior, caused the charges to accrue with your accountHave you contacted the cleaning company you hired asking them to compensate you for the items not done? Hopefully they would since it was not done 100%Do you have pictures from inspecting when all was done to share with us? The owner is concerned about two large dents in the garage drive in door as well that were not there at move inDo you know what caused this?

Complaint #*** and *** *** have been habitually late paying their HOA fees since June 1, 2012. By policy Cecil Management sends out statements and notices to every delinquent at the end of each month. Our envelopes have our return address with forwarding and
request of corrected address. To date we have not had any letter returned that was sent to the ***’s residence. After days delinquent, our attorney will send a notice to file a lien by certified, return receipt mail. A certified letter was sent to the ***s on October 10, which was never claimed. Subsequent to notifications, a lien (***) was filed on the property on January 11, 2013.The ***s are fully aware they belong to an HOA based on making payments in the past. As evident to their payment paid around August 1, they are fully aware of their HOA obligations. Cecil Management is providing documentation to substantiate the notices sent, liens filed, and communications between the owner and management company.Mrs*** came into the office on March 17.She was aware there was a lien filed on the residence for $dollars and was ready to write a check for the lien amount in order to refinance the property. The Woodfield Estates Indentures states the lien is a ‘continuing lien” which means a lien will not be released until the balance due is paid in full, including the cost to release the lien. She was under the impression her account was paid in full because she has made payments. With that comment I brought up her account on Rent Manager to verify. Upon pulling up her account I saw were her account was severely delinquent and her last payment was made a few years ago. I informed her that in order to release the lien she would need to pay off her current balance due plus an additional $for the release. She wanted to argue with me that she only needed to pay off the recorded lien. I told her we would not release the lien unless she paid off her account in full. She claimed she never received any bills or invoices from Cecil Management office and that is why she never made any payments. I told her Cecil Management mails out statements every days for all past due accounts and I could not answer to why she never received any mailings from us. I asked if her address had changed which would cause her to not receive any mailings. She said she still lives at the address She gave me her email address so I could forward a copy of her ledger. She needed the letter in order to pay off her balance due. She left without making any payment.The following day she called the office and stated the late fees were excessive. I told her the late fees are governed by the HOA covenants and restrictions. By buying the house she was in agreement with the terms and conditions of the covenants and restrictions I restated we would not release the lien until she pays off her current balance due in full plus the lien release. She didn’t like my answer and hung up.On March 23, I received an email with a Word document dated March 20, 2016. The letter contained a request to the board to waive late fee. We had a meeting scheduled with the board for April 12, in order to address HOA issues and the *** letter. Unfortunately the ***s elected to file a complaint with the Revdex.com on April 12, removing the opportunity for any resolution.Respectfully,*** ***

This is the response to case #***.*** *** applied for the property online on Thursday, 3/24/16, at 7:pm***, the Resident Manager informed him of our application process and requirements, provided him a handout so he could take home highlighting our requirements, and told him
that the application is typically processed within 24-hoursWe began the application process on Friday, 3/25/16, by running a credit and background check with an outside company and also left a message with his employer inquiring about his current incomeSince 3/was a Friday and our office is closed on the weekends, we did not have all verifications back until late Monday, 3/28/*** was informed on Tuesday morning, 3/29/16, that his application was denied due to lack of base incomeHe and *** spoke later that afternoon and he was asked to provide pay stubs showing the commission he has earned over the last several months, in an attempt to qualify him for the propertyHe could not do so as he has only been at his current job for one weekHe demanded a refund of his application fee and *** informed him that she would send his request/concerns to the Property Manager as she does not have the authority to refund monies*** chose to contact the Revdex.com on Wednesday, 3/30/16, prior to giving our office the opportunity resolve his complaintWe have no problem refunding the application fee to ***. Please let me know if you need anything else from me.*** ***Property Manager/BrokerCecil Management Group

Initial Business Response /* (1000, 6, 2016/01/12) */
Contact Name and Title: *** *** VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cecilmanagement.com
*** *** contacted Cecil Management late September 2015, complaining that her current management provider, a local
competitor, was not performing to her satisfactionWe found out later that she had only hired this other management firm for a few weeks before firing them & hiring us
*** & myself never met until she visited our office late December
When we took over management of her vacant Belleville house the interior was very dirty & evidence of a dog/pet was throughout the houseDryer sheets had been stuffed in every floor HVAC vent, dog hair & evidence of a pet was all over the house*** also informed me that her family broke the side of a kitchen cabinet & asked that we replace itShe provided the replacement cabinet panel
All expenses incurred prior to the rental mowere typical expenses involving cleaning & general upkeep to the interior & exteriorNo painting was performed prior to the move-in, which is rare
We had the grass mowed every days to avoid a City Citation, had the weeping willow tree in the back yard plus the overgrown landscaping cut back, and kept the exterior in decent condition which is common while advertising a house for rentThe homes exterior condition initially prevented it from being rented or marketableAdd to this the rainy summer we had, our landscaping grew at a faster rate than in a typical yearThis information was communicated to *** throughout the vacancy period, by phone and/or email
We were able to rent the house up relatively soon after the takeoverThe mooccurred on October 23rd,
Total expenses that *** incurred, broken down by month:
October - Grounds Maintenance $mowing & trimmingManagement Fee of $(for the partial month) + the Admin Fee of $(according to contract)
November - Management Fee of $87.50, Rental Commission of $(per the contract), Admin Fee of $8, Water/Sewer bill of $
December - Grounds Maintenance of $51.75, $to post the Temporary Utility Permit at the house (Maintenance), Tribout's Appliance charged $to troubleshoot the Dishwasher issue (Independent Vendor), $to professionally clean the house prior to the Move-In, Management Fee of $87.50, Admin Fee of $& the Water/Sewer bill of $
January - Management Fee of $
TOTAL EXPENSE TO OWNER: $1,
Credits that *** has received: Cecil Management credited *** already for Work Order *** which totaled $We had replaced the broken kitchen cabinet panel that ***'s family had brokenCredit was issued *** visited our office in December to express her discontent with our performanceNo other credit has been issued
To date, Cecil Mgmt has only received a single payment from *** - $Money Order dated August 22ndWe do not reflect receiving an additional payment of $that *** mentioned in her complaint
Communication with *** was often difficult but it was continuous throughout the home's vacancy periodWe keep all of our emails & can produce them if needed
We feel that we served this owner in a proper & professional mannerAll duties & responsibilities were handled in accordance with our management contract
We provide an Online Web Portal to all of our owners which they can access 24/The Owners Portal contains all financial reporting, including information on completed work orders, other expenses & the rental incomeOur Portal is in provided in addition to the monthly Financial Statement which is either mailed or emailed to each owner monthlyProviding clear & timely financial information is critical to our operation
Cecil Management does not disburse rental funds to the owners until the middle of each month (15th)This was stated to *** at takeover and again in several emailsWith the vacancy period, then the wait until the new family moved in, plus the Rental Commission that *** agreed to, she did not receive a substantial monthly Disbursement until December
It is unfortunate that *** has not found a local management service provider that suits her needsWe have received her termination request & agree to let her out of the management contract without penalty
Please let me know if you require any backup information such as Work Orders, Financial Statements, emails, photos or copies of the contracts (Mgmt & Lease)
Final Business Response /* (1000, 18, 2016/01/19) */
Reference Service Order 6291-This was a charge for us to post a utility permit at the home on 10/21/to have services turned onCharge of $36.00(Prior to Resident Moving in)
Reference Service Order 6460-This was a charge for us to do a Full Clean of the unit on 10/23/Charge of $402.50(Prior to Resident Moving in)
Reference Service Order 6760-This was a charge for us to trim bushes on 10/24/15(Resident Move In date was 10/23/15)
*I read somewhere that the resident is stating that we haven't done any yard work-this may have before they moved in or during them moving in*
Reference Invoice XXXXX from Tribout-This was the only charge that was for the dishwasherTribout went out and reported back to us with what repair would need to be doneThe only charge was for a service caparts or repair
Reference Email-Showing that we let owner know of needed repair and she responded to let her check some things out and she would make a decision and let us knowThis was the last we heard about itShe knew we hadn't completed the repair and that we had sent an appliance company out
I think part of the problem is what the resident is telling the owner is trueNo yard work has been completed it was at the beginning of them moving inThe resident is responsible for yard work per their leaseThe charge for the dishwasher was a service call not a repair
Hopefully this helpsLet me know if you have any other questions
I will scan her management agreement next and get it to you
Thanks
*** ***
Cecil Management Group

In previous email discussions, we asked if he had replaced the CO detector battery previously and that is why disputingWe did not get an answer to that question.We also asked to confirm receipt of the move out checklist to help make sure he does everything and we did not get an answer to that question Through his Revdex.com complaints, emails with us and online review, he keeps stating the cost is too expensiveBut, never acknowledged or took ownership to not replacing the detectorWe explained our policy on billing; we charge $per hour with a minimum one hour charge per service callThis starts when they are on way to job, do job and drive time backHe received our minimum charge of $plus $for the battery As he has never offered ownership to not replacing the battery, receiving the move out checklist or asked for any type of compensation relating to his error in not replacing the detector battery, we are not sure what his ultimate goal is

Initial Business Response /* (1000, 5, 2015/05/29) */
We have reviewed our records and the facts we have do not corroborate Ms [redacted]'s accusations.First, [redacted] is not a showable unit it was just purchased by an owner who is renovating it. We do not have the go-ahead to show it to anyone...

yet. We don't even have a key to the condo yet.
Next when 294 is ready the rent will be well over $1,000. Our qualifications for rental, which are listed online and in our office, state that the net (take home) pay must be at least 3 times the rent. She would need a take-home pay of over $3,000 in order to qualify on income. [redacted] states that we were going to make her pay a double deposit plus the first month's rent of $2,325, which would be for a rent of $775. There are some smaller condos at [redacted] that rent for that amount, but none of those are available. We don't know what she is talking about here.
Next when we contacted her employer to verify her income and employment, we were told her pay rate is $16.00/hour, which is $2,560 GROSS pay per month. Deducting a standard 30% for taxes and other deductions would leave [redacted] with a net pay of somewhere around $1,792. Divide that by 3 and it would qualify her for a rental in the $597 range. There is nothing at [redacted] in that price range.
It is our policy to deny any application that contains misleading or false information. She could have been disqualified for that alone.
NextWe ran her credit report and found that she had a very low credit score and had filed for bankruptcy 4 years ago. That is why the double deposit would have been necessary. with good credit we require a single deposit and the first month's rent. We did not know when [redacted] applied about her bad credit and bankruptcy.
Our policy clearly states that the $45 application fee is non-refundable. We have to pay fees to run the credit report plus all our staff time to do criminal checks, verify employment and income and get landlord references.
We were not the ones who were rude. Ms. [redacted] has called and screamed at our property manager and wouldn't even let her talk.
We have residents of many different ethnicities at Eagle Ridge and everywhere we manage properties. Ms. [redacted]'s race was not an issue.
In conclusion, we are not sure what she is talking about her facts are incorrect and inconsistent. Had she been honest about her income we would have only shown her properties where her net (take home) pay was equal or greater than 3 times the monthly rent.
We do not consider our time wasted, even though she falsified information on her application. We work hard to get good residents for the properties we manage.
The application fee is non-refundable and we do not feel we have anything to apologize for.

Sorry we did not see this complaint to respond quicker. Below is a full email correspondence with Mr. [redacted] regarding the charge. He was upset that we charged him $45 labor plus $3 material for replacing a CO Detector. We asked questions on if he was disputing because he had replaced the...

detector himself (per lease and move out checklist) but he never would fully answer. It is our understanding he is more concerned about the charge for a detector battery, which we addressed. Our minimal hourly service call is $45. We acknowledge it did not take a full hour to do the detector (also removed an ironing board left) but it was billed as our policy on a minimal charge for a tech to drive to the property, do work and drive back. Please read through emails below and let us know if you have any other questions/concerns.   I am sorry to hear that as we are just doing our job to get your tenancy in compliance with the lease. I too hate that the detector was an issue from your move out but we cannot change that. We try to avoid it with a lease and courtesy love out checklist, which you were given. I will be happy to discuss with whomever we need to, all the right steps taken to correct the one wrong step with the detector battery not being replaced.   Thanks again for your service and feedback. Good luck at your new place of residence. We wish you the best.  Thank you,  [redacted]  Property Manager/Managing Broker [redacted] www.[redacted].com   Please like our [redacted] page! On Oct 17, 2017, at 6:44 PM, [redacted] <[redacted]@hotmail.com> wrote: I’ll just do what the rest of the world does and complain on social media.  I’ll start with the Revdex.com.  Sent from my iPhone On Oct 17, 2017, at 18:36, [redacted] <r[redacted].com> wrote: She reports back any items she finds and she noted CO Detector battery needed change. Maintenance assigns out to a tech to do   Maintenance creates the invoice   Accounting processes the deposit refund   [redacted] is done after the first step noted and does not see final accounting.   Thank you, [redacted] Property Manager/Managing Broker Cecil Management Group [redacted] ext [redacted] Office   Leave feedback here   Please like and follow our [redacted] page!   <image001.png>   From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Tuesday, October 17, 2017 6:33 PM To: [redacted] <r[redacted].com> Subject: Re: [redacted]   So, [redacted] knew I was getting charged?  Sent from my iPhone On Oct 17, 2017, at 18:30, [redacted] <r[redacted].com> wrote: [redacted] reports back to our maintenance department on what needs done in her move out report.   We do not require or use any signatures for “authorization”. That is a standard form from our software program but not one we need tenants to use. Our maintenance techs do sign it once they complete a work order but that is it, especially when the unit is vacant.   If you can answer any of the questions below, that will help resolve this as well. Please let me know at your earliest convenience.   Thank you, [redacted] Property Manager/Managing Broker Cecil Management Group [redacted] ext [redacted] Office   Leave feedback here   Please like and follow our [redacted] page!   <image001.png>   From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Tuesday, October 17, 2017 6:21 PM To: [redacted] <r[redacted].com> Subject: Re: [redacted]   Can you confirm who signed the work order and authorized the charge?  Sent from my iPhone On Oct 17, 2017, at 11:02, [redacted] <r[redacted].com> wrote: Yes, I do believe that the charge is valid because it was for a carbon monoxide detector that needed a battery replaced. Are you stating that it was working fine at your move out? We do give a move out checklist to help you prepare for the final inspection, along with the lease terms. It is our goal for everyone to get their full deposit back. Unfortunately, whenever the property is turned over to us and something is missed, even if minor, we have to make it in compliance.    Was it your understanding that you would be able to go back after the final inspection to correct anything?    Can you confirm if you replaced the detector battery?   Did you receive move out checklist?    Thank you,  [redacted]  Property Manager/Managing Broker [redacted] www.[redacted].com   Please like our [redacted] page! On Oct 17, 2017, at 10:58 AM, [redacted] <[redacted]@hotmail.com> wrote: The money isn’t the issue.  My issue pertains to being on official orders and not given the chance to fix the problem.  Furthermore the work order sent to me has 2 signature blocks.  One for technician and one for tenet.  Either block has a signature.  Do you believe this is a valid charge?  Sent from my iPhone On Oct 16, 2017, at 20:42, [redacted] <r[redacted].com> wrote: Our hourly maintenance charge is $45 with a minimum one hour charge. I understand that seems high for a detector battery replacement, but it is the minimum charge for scheduling, a technician to make round trip and do and billing. This is why ironing board was done but no extra real cost; since we don’t bill by item.      Thank you,  [redacted]  Property Manager/Managing Broker [redacted] www.[redacted].com   Please like our [redacted] page! On Oct 16, 2017, at 8:04 PM, [redacted] <[redacted]@hotmail.com> wrote: So $45.00 to change battery isn’t excessive to you?   Sent from my iPhone On Oct 16, 2017, at 19:43, [redacted] <r[redacted].com> wrote: [redacted],   Thanks for sending the text. [redacted] is correct in that the final inspection did go well and [redacted] did a good job on cleaning. She answered your question honestly which is great to see and know.    The final accounting is processed in the office within 30 days. We review pre love in Condition and check if any maintenance items need done.   We resolve those and charge accordingly. As mentioned before, there were two items needing addressed which you were billed for in accordance with your lease.    The CO detector needed a battery which was main point of service call. You would not have been charged just to take away ironing board that was left but this was done when there. Again, cost is not any different than the charge per your lease for detector battery.    You did a good job in leaving unit in good condition and I am sorry the detector was missed. However we did not do anything discriminatory or neglectful towards you. Again, I am sorry you feel that way.    Thank you,  [redacted]  Property Manager/Managing Broker [redacted] www.[redacted].com   Please like our [redacted] page! On Oct 16, 2017, at 7:06 PM, [redacted] <[redacted]@hotmail.com> wrote: Hi,   I was on orders that I dropped off at your office for verification.  I even asked [redacted] while I was gone if everything was okay.  She responded yes. See attached.  Still pretty shocked on how I’m being treated.     The legal office visit is to get your company identified as not being military friendly.   <image1.png> Sent from my iPhone On Oct 16, 2017, at 15:14, [redacted] <r[redacted].com> wrote: Hi [redacted] in our Maintenance Department forwarded me your email last week with concerns on your closing statement. Sorry I didn't get responded to you last week but playing catch up from being out for a funeral a few days. In reviewing the walkthrough report, it was noted that the CO detector needed a new battery. This would of been a requirement with the lease and also referenced on the move out checklist as helpful tips to go through when preparing for the move out inspection. They did remove the ironing board when there and disposed of it but it didn't change the labor charge at all. The main item is the detector and the minimum service call is $45 for a maintenance tech to go to the property. Please let me know if you still have any questions or concerns on it. We definitely respect and appreciate your service and are sorry that you feel we are discriminating against you as a military member. That is definitely not the case or reason for charge, as we are simply following procedures for our owner in having all items accounted for as lease states with move out. Thank you, [redacted] Property Manager/Managing Broker Cecil Management Group [redacted] Office 618-624-7020 Fax www.[redacted].com Please like and share our [redacted] Page!

We have previously communicated with Ms [redacted] regarding her concerns on the deposit. Initially, she thought we charged $220 for mowing the lawn. We explained to her in several emails that it was for landscape clean up which she was misunderstanding. We sent before and after pictures showing her what...

it looked like at move in, as well as when she vacated. The pictures when vacating are attached showing it was overgrown with weeds and large volunteer trees.The home appeared attempted to be cleaned but was not 100%, especially in the kitchen. Ms. [redacted] did not attend the move out so we did not know who she had cleaned it, however, we followed proper procedure to get cleaned. When we arrive to a move out, the property must be in good condition and tenant has turned in keys so surrendering rights to property. We do provide a move out checklist detailing cleaning to help them prepare and know what is expecting. We hope tenants do that, or their cleaning company, so we do not have to react by sending out a cleaning crew to do. For the filter, I attached a picture of the filter replaced from her move out. It was extremely filthy and clogged. Per the lease, Ms [redacted] was responsible for the filter replacement. The owner is responsible for repairs to furnace but filter replacement is the tenants responsibility. She obviously did not replace the filter at move out as she claimed. With that, why would she change it if she thought it was owners responsibility? We did try to communicate with Ms. [redacted] to settle this for her and felt we did best to explain, and re-explain the charges on her account. I am sorry she was not satisfied and filed a Revdex.com complaint with you. Hopefully this helps to clear up her questions again.

Complaint: [redacted]
I am rejecting this response because:
I was unaware of the charge and did not approve it.  See attached.
Sincerely,
[redacted]

Ms [redacted] created a Leasing Web Portal account through our website and logged in using her email of [redacted]@hotmail.com as her log in. She last logged in February 7th at 8:56:18am. In doing so, she completed and submitted her application (see attachment) and clicked the boxes confirming and...

giving us permission to process her application, which included credit check. Below that, it shows the IP address that it was submitted from with the time.  Ms. [redacted] called in yesterday and we called her back to discuss this. She thought since she had not paid her fee yet that we would not run her credit. We let her know by submitting the application and checking the boxes, it gives us permission to do it. We discussed her application as well in that conversation to let her know specifics about it.

Complaint: [redacted]
I am rejecting this response because:The detector was working when I left the unit. I used your recommended cleaning company.  I was told by your resident manager everything was good to go.  If said detector wasn’t working that is when I should have been notified. My military orders are attached.  I dropped off a copy at the office.  I gave you several opportunities to fix the situation before proceeding with a formal complaint.  CMG should take some ownership of the issue instead of pinning it on me. 
Sincerely,
[redacted]

Check was cut and mailed out today. Check# [redacted]

Complaint: [redacted]
I am rejecting this response because:I'm aware that I wasn't charged for mowing. I said I was charged for landscaping. Which wasn't on the move out list and is your responsibility. And of course I was there for the inspection because you told me NOT to be there. You told me to drop my key by the office. I sent you my cleaning recipt and carpet cleaning receipt so you have the proof that it was done properly. Also you sent me photos of the house when you inspected, which show how clean the house really was. I'm aware the furnace filter was my responsibility and yes I changed the filter. The dirt is the filter was obviously stirred up when my company was cleaning all the air vents. So yes the filter is my responsibility, which I took care of, but the a actual furnace is Cecils responsibility. So you really can't charge me $220 for the landscaping and $200 for furnace maintenance because BOTH of those things are your responsibility. I've been extremely professional about this situation so far, but I read your Google reviews and they all say the same thing, so I'm furious that you've done this to so many ther people as well. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I have not received a refund as of 07 April.  Upon receipt I will consider this issue satisfactorily concluded.  They have all my contact information from the application.
Sincerely,
[redacted]

(Sorry for the delay...we responding the day we received notification but it must not have saved. Thanks for reaching out again)On November 26th, our Property Manager [redacted] received an after hours emergency maintenance call about 4pm. Our tenants started that they were working on their dryer...

vent in the crawlspace and broke a pipe so water was spraying everywhere. [redacted] dispatched our technician out who quickly was in-route. [redacted] also contacted the City of OFallon to help get the water turned off to the home to prevent further damage during this time. Our technician arrived to find out what the repair needed was and left to get the parts. During this time, he and [redacted] discussed the repair needed and decided it was better to have a plumber dispatched out. This entire process starting with the initial phone call and involving our technician, a outside vendor plumber, the City of OFallon water department and our Property Manager occurred over a two hour time period. [redacted] Plumbing came that night and did the emergency repair. We billed the tenants for this bill which was slightly over $400. They did pay us for it. We then sent them a bill of $113 which is for the two hour time frame our company was working to help repair the leak. When they received the bill, they questioned why they would have to pay for our time too. We explained to them that our time is billed out to and is not included on the [redacted] bill. The tenants finally told us on the phone that "she understands but didn't agree with it".