Century 21 Cherie Schulz Realty

Worst company I've ever delt with. We have been screwed over by evey person up there. It has been over 6 months and we have been getting push back from the realtor, property management and the owner Cherie Schulz herself. We didn't get anything we asked for and now we are getting pushed over because of us having to drive all the way across town to close when we were suppose to do it at the agreed location. PLEASE DO NOT I REPEAT DO NOT USE THIS PLACE OR ANY OTHER CENTURY 21! Go with some a different company.

Worst experience ever!!!!!!! Do NOT work with these people. They'll treat you and your tenants like pure crap!!!! Once they have your money they don't care about you or your property. They charge you and don't notify you just make your rent check short so your mortgage is short. Even when you've got a 300$ kitty they're supposed to pull from. She is currupt!!!

Worst experience ever!!!!!!! Do NOT work with these people. They'll treat you and your tenants like pure crap!!!! Once they have your money they don't care about you or your property. They charge you and don't notify you just make your rent check short so your mortgage is short. Even when you've got a 300$ kitty they're supposed to pull from. She is currupt!!!","neg-2

Worst company I've ever delt with. We have been screwed over by evey person up there. It has been over 6 months and we have been getting push back from the realtor, property management and the owner Cherie Schulz herself. We didn't get anything we asked for and now we are getting pushed over because of us having to drive all the way across town to close when we were suppose to do it at the agreed location. PLEASE DO NOT I REPEAT DO NOT USE THIS PLACE OR ANY OTHER CENTURY 21! Go with some a different company.","neg-1

pet deposit fee. contract says $200 she is stating it went up to $300 due to a law passed which is not true. will not refund the extra $100. our residental contract paperwork states the pet deposit fee is $200. she made us pay $300 stating there was a law passed saying it increased to that amount. I called the nc realators association and they informed me that there was no such law passed and she could not charge me that amount or anyone else until they renew their lease. there is a merger clause in the contract that states that this writing and exhibits attached hereto contain the entire agreement to the parties and there are no promises, understandings, or agreements or any kind pertaining to this contract other than those stated herein. she can not just change her policies just because she wants more money and hide behind the fact she says its a law and think that nobody is gonna check it out. please read all of the reviews on line about her. that says it all. I do not get to change things in the contract for my benefit and neither should she.Desired Settlementi would like the $100 I over paid. Business Response /[redacted]/To Whom It May Concern,Thank you for contacting me. Unfortunately, Mr. [redacted] is not understanding the situation. He has made several calls to the office, has come in and paid his fee and continues to contact the office questioning the fee. He has never spoke to me, as he states, and I am surprised at his timing in writing the letter to you as I have actually, in attempts to assist him because property management can no longer do so, earlier this week set up an appointment to personally meet with him tomorrow at 11am. My response is as follows;1. Mr [redacted] signed his lease on 1-10-2014.2. The new Owner pet policy change presented to the Owners occurred on April 17, 2014. of which every Owner has agreed to. While the department wishes to have a very good working relationship with the tenants, they do work for the Owners and their best interests.3. The employee did not tell the tenant that the laws have changed but rather the laws that are now being enforced are how we are allowed to handle pets, pet fees and pet damages. This was brought to property managers directly from the real Estate Commission and the Onslow County Magistrate and based on the interpretation of the laws that are currently on the books. 3. The tenant requested a pet, was told of the pet fee increase, was then approved for the pet based on the type of dog, Owners approval and the new increased pet fee, agreed to pay the pet fee and paid the pet fee on June 23, 2014.4. The tenant was not told that there is a NEW law so when he calls the NC Realtors Association he is not asking the question in the proper format to receive the correct answer.5. The merger clause he recites is correct however he is reciting it in an incorrect format as the contract does not state that he is automatically allowed the option to obtain a pet, any pet, at any time. He could have been denied the pet. He is also not referring to the other parts in the contract.6. In approving of pets, Owners can and do put conditions on their approvals in different circumstances. For instance, if a tenant wants one pet it may be the normal fee. If they want four pets, the Owner may agree only on the basis that pet fees are paid and rent is increased. It is negotiated and it is the Owners decision not property managements. All of which would have been explained in detail to the tenant again tomorrow.The contract does not entitle the tenant to a pet."If you have been so authorized" The pet must be approved before and or after a contract is signed. The Owner can and does stipulate what kind, how many and is the party to do the approving and or denying not the property management department. The contract also states "the landlord may, at his option, elect to perform in accordance with such statutes"The contract also states, "The tenants, guests, servants, and agents shall comply with and abide by all of the Landlord's existing rules and regulations and such further rules and regulations as the Landlord may, at Landlord's discretion, from time to time, adopt governing the use and occupancy of the property. Landlord reserves the right to make changes to the existing Rules and Regulations and to adopt additional rules and regulations from time to time..." To answer his other personal based accusations;1. Property management does not keep any of the pet fee monies. They do not earn fees or commissions off of the fees collected on behalf of the Owners. The Owners received the fees.2. The online reviews are an extremely small part of the business we do here. They are situations such as this to where the tenant does not like what he hears and is unwilling to discuss and learn the situation at hand prior to putting out a review. It also stems from, as in this tenants situation, the lack of knowledge that property management does not benefit financially or otherwise, as he stated, from the contracts, policies or procedures. Property management also gets blamed for decisions from the Owners. We are the go betweens between the tenant and Owner and represent the Owners lawful decisions. It continues to sadden me that the tenant does not have or seem to wish to "investigate" (as the tenant says) that very main and important fact. 3. We move in and out literally hundreds of Owners and tenants a year, all to which are pleased with our service. Our office has earned the Quality Service Award year after year. 4. It is a known fact that happy customers will tell others about our service and that is why we thankfully continue to grow but that the few angry tenants will unfortunately lash out on line and even prior to a situation being fully discussed, as is in this case being that we are not meeting until tomorrow. 5. There has been no policy change to benefit property management. There is no financial or any other type of gain from the pet fee increase. In fact, it actually places more work and responsibility on the department with no increase in compensation.6. The policy and procedures followed in this office are from State Attorney, Realtor Association requirements, local attorneys guidance, local Realtor association rules and guidance, 19 years in this business, etc. 7. I do, also, encourage you to read the reviews and then my record and awards. I do request that you note that all of the reviews refer to speaking to me, as this complaint did, and of which no one has. One tenant stated online that it is was illegal for the contract to state that she must mow her lawn.(?) This was after she read and signed her contract, as well. Some are actually slanderous of which I have an attorney retained to contact the tenants.8. It is unfortunate that tenants read the lease, watch a movie concerning the lease, have the opportunity to ask questions prior to signing a lease and then sign the lease only to argue about what they do not like to hear or want to honor when agreed to.9. In reviewing the file, this is a tenant that has been very "aggressive" since the day he signed the lease. It is my desire that we get to a point to where we are on a good working relationship with excellent communication and to where he understands what is actually coming from me vice the law or Owners. If we didn't care to help him get what he wanted they could have said the pet was denied. The department followed procedure and provided customer and client service.I thank you for taking your time to read my responsesSincerely,[redacted]

I rent my home through Cherie Shultz Century 21 and I am very disappointed and upset about how I have been treated and how things have been handled.I own a home in Richlands NC. I have been renting it out through Century 21 in Richlands since 2012. Since then I have moved 4 times, been through a divorce and had a baby. If my life hadn't become so hectic and I hadn't been distracted by a million other things I would have gotten rid of this company years ago. Things were good for the first year or so I'd say. I would get my rent check by the 15th which is when my mortgage is due so I had no issues. It started about late 2013, I would start getting my rent check after the 15th. Month after month I would email asking where is my rent. It was late but I would get a response. Then I would start getting my rent later and later and email after email I wouldn't receive a response. Then when I got an email back only one out of how many questions would be answered. Then it became imperative I received my money on time because I no longer had a job. I made this very clear. I also knew my tenants were in fact paying on time, it was Century 21 that would take 3 weeks to deposit it into my account. After months and months of saying please get my rent to me before the 15th, I still would have to ask for it. It was never sent to me by a reasonable time even though they had the money and were able to place it in my account within the day. I received complaints from my tenants that their questions were going unanswered. I actually lost my tenants this past august because of Century 21 not doing their job. My tenants complained about my back deck falling apart which I had no clue about until I contacted the tenant myself. Century 21 said it wasn't a necessity but to me if a deck is falling apart that's a safety issue. My tenants also said my home was never cleaned before they moved in, after Century 21 told me they had sent someone in to clean it. Century 21 also does semi annual inspections and is suppose to make sure everything including the yard is being kept up with. I just had a professional now the lawn yesterday, and I have a text with the company writing me and saying it was not kept up with and I wouldn't have been happy about the way it looked before. I contacted [redacted] Shultz letting her know I was upset. Instead of her fixing the problem and letting me know everything would be taken care of she stating I was just "having a bad day" . This is very upsetting considering this company received $100 monthly from my rent check and did absolutely nothing to help maintain my beautiful home.Desired SettlementI believe I should be refunded certain charges because I had contacted the company for atleast a year and there was never any resolution. If they were able to get my rent delivered on time from the start why couldn't they continue doing so when I informed them of the financial crisis I was in. I also will have to replace my deck because they never informed me there was a problem when they knew there was. That's how many grand I don't have to replace a deck, I won't get renters back in with a danger like that.Business Response /[redacted]/Contact Name and Title: [redacted], OwnerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@gmail.comDear Revdex.com, I have taken an extensive amount of time to go through the 4 years to provide you with a well rounded accounting, examples of our very good service & very good working relationship with the complainant. You will see timely responses, being thanked, saving her money, provided & obtained extra services for her, etc. There are many more documented situations in the file. 119+ documents submitted. In reviewing, there are 2 major themes. Rent money questions & special requests & questions about her yard. You'll see where the Owner has received photos & has actually come & visited her property on several occasions & said she found everything, to include her yard & deck, in order & with thanks. Below are the responses & attached documentation will support them. Should you have any questions, please contact me. I thank you for your time.WHEN THE OWNER RECEIVES RENT PROCEEDS.Rents are processed in a timely manner. Rents are deposited & processed along with any bills that are due. The Owner & the Company get paid on the same day. We are required to have all monies in an escrow account. The disbursement of funds requires that we wait a reasonable amount of time, 10 business days, for the rents to clear the account prior to dispersing to the Owner or Company. Even that time frame doesn't catch all NSF checks. This has been explained multiple times.TIME OF DISBURSEMENT.The checks have always, from day one, been disbursed on different dates according to the payment date, deposit date, wait period, holidays, weekends, etc. See attachments. EMAIL or PHONE RESPONSES.This has been explained to the Owner on multiple occasions throughout the approx 4 years she has been with our Company to include at the initial listing contract signing.PERSONAL SITUATIONS.It is very unfortunate that the Owner was having money problems and we are very sympathetic but we are unable to assist the Owner with personal financial situations over the escrow laws anymore than we are to assist the tenants. The tenants are required to pay on time. The Owners are counseled not to rely on the tenants funds for various reasons. I.E., late pays, non payment, vacancy, eviction, etc.TENANTS PAYMENT SCHEDULE.The tenants were not always current as the Owner states. There were 4 late pays & 1 NSF check that the Company had to retrieve on behalf of the Owner.COMMUNICATION WITH TENANTS. It has been explained on numerous occasions that the tenant did, in fact, not email (email is required for this very reason) in any repair requests that have gone unanswered. It has been requested that the tenant & the Owner forward the repair requests to me personally & none has been sent. It was requested to the tenant to email any "outstanding" issues that the Owner may be aware of and we are not & that never happened. The contract states that the Owner and Tenant will not communicate for this very reason. We must document the chain of events & eliminate the "he said, she said" that does actually cause lawsuits because the Owner has been notified of a situation but we have not. Even though the Owner has been advised in writing, & by he company to discontinue the practice, she continued. It is not uncommon for a tenant to become disgruntled when the Company is having to enforce the rules, such as lawn care, late pays, reimbursement of bills, & "tattle" to the Owners. This has been explained to the Owner.LOST TENANTS.The company did not lose the tenants for the owner. They actually renewed their lease with our company. When they gave notice the tenants stated that they were moving closer into the town of Jacksonville. The property is located in Richlands. The tenants may have been concerned when bank notices were place on the door.EMAILS.The only short delays in answered emails in all 4 years were within the last 2 weeks because the file in split amoungst several desks due to the move out process of the tenant, the close out of the account with the Owner because she is moving back in & I was out of state & then out of town for several days during that period. The delay has been on both ends. We still do not have the document we sent her 3 times that needs to be signed in order to close out her account. We still don't have the return phone call I have been requesting.DECK.The deck is not falling apart. Wood decks need maintenance from time to time & in our climate. Restaining. Replace a board, etc. Wood can go from solid to soft within months just as a lawn can go from great looking to horrible in 1 month! Deck repair would be REQUIRED even if the Owner did not want to have the repair done & we have Owners that state they don't have the funds, for safety issues. We would not put the Owner or Company in a position to where the tenant could be hurt. HOME CLEANED.The Company goes above & beyond & handles more for the Owner than what is required by the law or contract. Our properties are required to be kept in good & clean condition. The homes are cleaned with the Owners funds or previous tenants security deposit funds, if needed. Every person has their own idea of clean. If the tenant found something that was overlooked or not done to reasonable satisfaction by the company hired to do the job they have a 2 day window upon move in to report any discrepancies. If they are valid, & with concern for spending the Owners funds unnecessarily, the items are addressed with the company that was hired. Example, the tenant called in a repair to the air system. It was found to be the tenants fault. The Company protected the Owner by requiring the tenant to reimburse the Owner for the bill.SEMI ANNUAL REPORTS AND YARD.Semi annual inspections are completed and reports sent to the Owner. No adverse correspondence was received from the Owner throughout the years. In fact we have pleased ones. The lawn is actually the tenants responsibility. Even so, the Owner has requested that we hire someone to freshen up the flower beds a couple of times throughout the years. We have accommodated her.The Owner states "just recently" she had some company view the yard. The property has been vacant since mid August & the Owner stated she is moving back in. It is summer. We have had a lot of rain. The yard has grown. The company is processing the last tenants move out. The Owner is responsible for the home since the date she notified the Company that she does not want the home on the market & is moving back in. She is aware of this. Her sister has already picked up a key to the home. NOTHING TO MAINTAIN THE HOME.The home has been very well maintained by the company. Although we can not control the tenants behavior, the systems that we have in place are so good that the Owners very rarely even paint their homes let alone have major damage to contend with. The Owner sent me 3 photos of the "damage" to her home. None were of the deck or yard that is in her complaint. After years of service & tenants, since 2012, these are the 3 photos of concern. Scribbles on a wall of which we reported to her Sept 13, 2014, a small piece of rubber that has come detached from the bottom of the shower door & a corner wall ding. See photos."HAVING A BAD DAY"Please note that there has been no adverse communication throughout the professional relationship from either the Tenant or the Owner until now. I have had no conversation with the Owner other than email requesting numerous times for a time we may speak on the phone or when she arrives as it is hard to go back & forth on email. Things get read in the context not intended. I wanted to personally address her concerns & explain any misunderstandings she may have thought or heard. She makes statements, such as "her security deposit" when it is the tenants and requesting that the move out be completed by a certain date when she asks me for to provide the keys to her sister, etc. She has not returned my call or my requests to call via email. She did finally call, last Saturday, when she knew that Property Management was closed, to inquire about the key for her sister. See attachments for the above.DESIRED RESOLUTION.We are not responsible for the unfortunate financial crisis the Owner may have been in. Everything possible was done in order to assist while ensuring that funds were accurately accounted for. The owner was aware through contract and conversations of the payment system.Again, the deck has not been a safety issue to date. If the deck needed repair or replacement, it would have been the Owners cost in any year that it was reported to her. Semi annual inspections with photos were always provided to the Owner. Move out inspections were performed. Maintenance costs to the home are an expected expense whether you live in or rent out a property. The deck was not pictured in her email of 3 photos as a concern. The deck will not deter a renter from renting. The Company has gone above & beyond to service both the Owner & the Tenant & although was never asked until now, will not be reimbursing the OwnerConsumer Response /[redacted]/Dear Revdex.com,I have proof of countless emails throughout the past year where I showed concern. I have been without a job since January 2015 and made this very clear to Century 21. I f I received my rent money when I first started renting with Century 21 on time, then in my time of need why couldn't they send me my rent money on time without me having to ask for it. It got to the point where I would have to ASK, where is my rent? That's not right! Cherie Shultz only called me once. I've been complaining for over a year and she just called me about a week ago. In emails I thank them when I get a response because it's polite. But again I have proof that I would ask two three four questions and maybe one would be answered but only after I emailed multiple times asking why I haven't heard from anyone. I also have proof my tenants were not pleased with Century 21 and were in fact leaving because of the lack of service they were getting from Century 21 Cherie Shultz. I do believe if I am told my home hasn't been cleaned upon move in after the company told me they were going to clean it and many other things My tenants complained about, that gives me every right to be concerned. Yes I did receive semi annual inspection pictures but none of them showed the extent of the damage to my deck. This can be a hazard and I could have fixed it in time so it didn't have to be replaced. I was never aware of this issue because Century 21 only makes certain things a priority. I did not send Cherie Shultz damage of the deck or yard but I do have pictures. I was just showing her damage of the inside. She stated she wouldn't be able to go back into my home to assess the damage if my sister took the keys since she lives down there and I don't at this time. I was told before August 19th an inspection would be completed, so why would Century 21 need to go back into my home? This matters because I was suppose to be living in my home by August 19th. They wouldn't be coming back into my home if I was living there! I expressed my concern about the deck and the yard multiple times, just because I didn't send her pictures, oh wait that's not my job! The one time I didn't call Cherie back was because out emails alone were very heated. She was very rude, unprofessional and defensive. Instead of saying, [redacted], I'm sorry this happened let me look in to this and see what I can do I was told I didn't understand and like what I was hearing so that's why I was mad. Century 21 didn't do their job to my satisfactory and just because I said thank you and tried to be as professional on my end as possible doesn't mean they should get away with treating their customers with such disrespect. They received $100 every month out of my rent to do absolutely the bare minimum. I was late on my mortgage every single month over the past year because my mortgage is due on the 15th and when it was the 19th, 20th, and 21st and I still didn't receive my mortgage, guess what I'm late on my mortgage. Century 21 is only rated 2 stars on their website and Cheires answer was that it was the tenants and not the owners. Does that matter? The tenants live in the homes, so whether it's the owners or the tenants rated Century 21 just because it's the renters doesn't make that an acceptable answer. This company has put me through a financial strain and much emotional stress and they should not get away with thinking this is acceptable.Final Business Response /[redacted]/Dear Revdex.com, Thank you for forwarding me the complainant's response. With all due respect, in reading the 2nd letter, I find that it contains the same conversation as my company's communication to her, my numerous emails to her as well as my initial response here. I do not believe that you want me to reattach everything (100+ documents) that I have already sent or more so I will attempt to readdress her letter without rewriting my initial responses. "COUNTLESS EMAILS " I have asked several times for her to send the emails as the emails I see at this end have all been the same subject answered repeatedly. I would have researched the issues she has & got back with her. I asked for them because when researching I did not see the same experience she claims she had. She even asked for our assistance in selling the home. The emails never came. When asked to call me, multiple times, to go over everything with her, she would not. I did get threats of slander and a Revdex.com letter. I sent copies showing that I did in fact state that no company, employee or person is perfect & if something did occur that needed addressing, I would absolutely do so. She just stated here I did not. You have the emails. "RENT MONEY ON TIME" Many clients have unfortunate occurrences, as do we, but it does not change the way a company does business, the escrow laws & basic banking & accounting procedures. A company can not be responsible for their client's personal finances & may be literally unable to assist. Payments were made, as per contract. "CHERIE SCHULZ CALLED ME ONCE" She was called once because she has never called or emailed me in the past. She did not return my call. I sent many emails to answer her questions & asked her to call me each time. I wanted to provide personal service. It is very hard to discuss "4 years of unhappiness ", as she says, by email. She refused to. She called, 1 time, during this on a Sat. when the property management is closed. She called the sales side asking if the key will be ready on Monday. She knows they have no knowledge of property management. I also wanted her to call me vice continuing to email because she was taking my words out of context, stating things that were not true & becoming aggressive. It was no longer constructive or productive. She began to banter & I would not participate. I invited her to come to the office when she arrives in town to go over things in person. She has not accepted. Years of photos & reports are here. I would walk her through the years, personally. She will not because we have documentation."PROOF MY TENANTS WERE NOT HAPPY/ LEFT " I do not doubt that the tenants made comments concerning property management. Especially when we are the ones answering belated & third party conversations between the tenants & owners, submitting late fee letters, long grass letters, late pay letters, etc. It is also the case when the tenants want something the owners will not provide. In this case, 1 example, window screens. The tenants stated that they wanted to move from Richlands to Jacksonville. Closer to town & base. There is nothing from the tenant stating otherwise. The owner heard from the tenant that "things were not being done" Those items were tenant responsibility per their lease. The lawn, air filters, bees, smoke detector batteries & such. No repair request from the tenant & they need to call us vice her. The owner & tenant were notified. Question- how did the tenants leaving because of us when the owner was asking, prior to them giving notice, to come & move back in the property? "WASN'T CLEANED UPON MOVE IN" The house was cleaned & areas recleaned. Bill/payment/verification provided for the 1st cleaning service & FREE touch up. "DAMAGE TO DECK" There is no damage. Common maintenance. The deck is not dangerous. Photos of concern were requested so we could understand what she is referring to. "DID NOT SEND PHOTOS OF DECK" Why? Respectfully. Why? If you are upset about the deck & have photos, why did you not send them? This is what we have been trying to assist with. We have photos & have sent them. "OWNERS POSSESSION" Once notified that a property is transferring for any reason during a tenant move out we encourage the owners to allow us the time to complete the move out process 1st. It could cost the owner money if we are not able to go back to the property & confirm damage, get estimates for damage, retake blurry photos, etc., to properly charge the tenant & hand the money over to the owner. It must be verified tenant damage & not from people the owner has in the home. It would be unfair to the tenant. Again, this is for the owners benefit, not ours. It is their choice but she cannot have it both ways. "UNRETURNED EMAIL" I was not heated, rude, defensive, etc. She was combative & it got worse. I let her know it is not productive, is becoming destructive & we needed to talk. I said I had no reason to be defensive & that emails could be read in a context not intended. I answered every email. "TREATING CUSTOMERS" Customer service is important. We have the hard to earn awards to prove it. I kept the invite & door open to talk with her even after her harsh emails & Revdex.com complaint. "LATE MORTGAGE FINANCIAL STRAIN & STRESS" We hate to hear anyone of having financial strain but it's extremely unfair & wrong to be made the culprit. We, in all sincerity, manage properties not the clients financial portfolio. The contract has been followed. "RATED 2 STARS" Even though still combative; I addressed this too. We are the go between & the enforcer. We take the brunt. It is a common fact that people that want to get out of a ease violation, will be fast to complain & point fingers while the 100's that are happy do not think to state how happy they are. Example-If 5 people complain in literally 1000's of transactions & 1 person is kind enough to take the time to write something nice, the score shows as low but that is not the status of the company or its people. As in this situation, it's too easy to send derogatory information from behind a computer screen than it is to call, speak, meet, accept liability or work things out. Sad. We have 100's of emails, cards, letters, Christmas gifts from happy customers. We are not allowed to upload them. It's a bad system. "$100 FEE" No 1 has a management system like I do. It comes from 21 years of selling, working w/investors, owning a company & rentals. The fee is nominal. The service above required. We comply with the contract signed by the owner. Her home is move in ready. There was 3 little items she sent that I attached. It is extremely unusual to have a home rented this long & see 3 minor items. We cannot control the owners or tenant's behavior but the staff tries very hard to do a great job. For approx. $3 a day she had an emergency service, protection, advisement, accounting, marketing, advertising, a staff of six, legal documents, credit reports, reports, photos, extra service, personal visits, & more. All complaints go back to getting her money when she wanted it. Would she be happy if the check bounced & would she expect me to pay those fees? The checks must clear escrow. I assisted her in breaking her contract to move back in the property even though she did not provide proper notice & without charging her any of the costs that are normally due. Since she has not moved back in, there is no rent, she is trying to "recoup" funds from the company to pay the mortgage. She is obviously & unfortunately struggling . 1st she wanted the tenants to buy the property, then stay until Oct., says she's coming in Aug., then Oct. A document has been sent to her 3 times to sign & send back so that we may close out her account. She has not done so or responded to the last 2 accountants' emails concerning it. We are waiting to move forward. The 2 letters she sent to you are filled with innuendos, untruths & half truths. She states she has documentation but does not send them. She has contract violations & states she is owed money. She addresses the multiple times she emails but not the multiple times we respond & wait for her response as we are now. Nothing provided to you or I from her constitute this action. They are mainly accusations to demand money.That is why she is not interested in communicating or honest resolution. All of my statements can & have been backed up by documentation. Reference the email dated 7-6-2015. "Since I will not be renting my home and the renter's lease is up in August I wanted to know if y'all could inform me if the tenant moves out sooner, I could look at my house and see if there is anything I need to fix before I move in, how long does it takes to get security deposit money if I get anything, are you able to help me can I get my name transferred into the utilities so I do not have to pay a start up fee" She does not reference these types of emails .....Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Dear Revdex.com,I do not have pictures of my deck because I am not in North Carolina. I currently live in Pennsylvania. How can I provide pictures? And again that's not my responsibility as Cherie states in an email the inspectors are responsible for that so why am I being held accountable? I was told by my tenants and I provided the email that the deck was falling apart and that amongst many other things were not taking care of by Century 21. My sister also lives in Jacksonville NC and took her time to pick up my key and when she went by the house at 484 Comfort Road, she also stated the deck would need to be replaced. Again, if Century 21 had informed me about this at an earlier time I could have replaced certain boards, or weather proofed my deck before it got to that point. If boards are warped and the deck is falling apart that is infact dangerous. Again as you can see by the response of Century 21 there is nothing but defensiveness. It has never been, [redacted], let me help you with these issues. Does it matter if I called 1 time or 10 times? I still let Century 21 know every month that I was concerned and having issues with them. She states I called on a Saturday. Someone answered the phone, so I didn't know they were "closed" of someone answered how are they not open? Cherie did only call me once after many emails back and fourth. I emailed her weeks before and never received a phone call! I don't know the difference between the accounting departments number and anyone else's. I called the number on the website. She also stays the grass can grow out of control in a month yet it hasn't even been a month since my tenants moved out. They moved out the 17th and my lawn was mowed by a company on the 31st both in august. I drove by in the month of June and my backyard had to be three to four feet tall. Century 21 states they keep an eye on your property yet it looked terrible then. When I ask questions or they state they'll send me pictures it takes weeks for a response. The month the tenants move out , the very last month I received the money by the 15th! That's a slap in the face. You can't get me the money on time any other month but the very last month all of the sudden they can?! How does that make sense. If my tenants are unhappy and complain to me why should I not believe them? I sent proof of the things the tenants stated that Century 21 did not take care of. Also I am not demanding money in the above statement. I simply ask when I should be receiving any security deposit. I asked probably three times before I received a response and that's when I became irritated. For Cherie to state I'm lieing is just another example of her unprofessional ism and attitude. I have sent proof of everything I have stated so to be called a liar just upsets me even more. Why would I want to call and speak with someone who is more interested in being defensive then actually helping their customers and paying customers at that. There is no proposed resolution stated.

The firm has failed to refund our money that was taken by them for services that were completed with a proven receipt.On April 11, 2014 we received a notice of items that needed to be completed before move out inspection July 1, 2104. We completed these items and as the letter states, dropped off all receipts, keys, and final rent payment prior to move out inspection as we were moving across the country. We were told within 1 month we would receive our security deposit check back minus any items they felt didn't pass inspection. We received a check around August 10th for a partial security deposit refund of 550.00. Our security deposit was originally 995.00. Although there are numerous deductions on this that we do not feel are accurate, we cannot prove this. However, we can prove one deduction that is wrong. On the paper it states that they charged us for a chimney inspection fee of $45.00. We had already completed this and dropped off the receipt to the firm. We have since been in contact with them and provided yet another copy of this receipt to them. We have been trying to collect this money from them for over 2 months. They avoid our emails and our phone calls. When I do get in touch with someone, it is always the same response, "it has been handed over to Property Management and they are not here right now but, I am sure you are getting your money back." This firm has been a nightmare to work with. They have charged us for items that in our opinion, are normal wear and tear. We have taken care of this home to the highest degree and the home was left very clean; in fact, much cleaner than when we arrived. We spent days being sure to scrub every last nook and cranny. We were charged for an enzyme treatment for the simple fact that the inspector (who I might add is also a relative and is supposed to be a 3rd party representative per leasing agreement) thought the home smelled like a dog. We did not have a dog for over a year, the standard poodle we had, we had to return to the breeder. I believe what he smelled was the smell of the carpet cleaning solution. Again, we cannot prove this so we are not asking for this money back or some of the other items on the deduction sheet like missing light bulbs or untrimmed bushes. We just want the money back for a service we were asked to complete and did and provided a receipt for. We would like to receive our $45.00 for the chimney inspection. We should not be punished for the individual that is responsible for losing the receipts / items at the firm.Desired SettlementWe want our $45.00 for the chimney inspection that we had completed per agreement and provided a receipt for on June 30, 2014.Business Response /[redacted]/I have read the letter sent to the Revdex.com in full. I have taken every spare moment of my time to investigate that which I was never made aware of by either the department or the tenant. I was not pleased to read the letter because I do wish to have happy customers. I researched the history of the tenants stay with us and find no derogatory information to where the tenants should be displeased with us and or us with them. They addressed all tenant violations right away. In fact we actually returned a portion of their security deposit during their stay. I see to where all requests for repairs where addressed immediately and I do not see any correspondence or call traffic, (we require everything to be in writing and/or followed up in writing) for being dissatisfied with anything during their stay other than Direct TV, which is not in our service. We even talked to the Owner on their behalf to allow them to have a dog for their protection, even though they chose a poodle, in a no pet residence. So to say the department has been avoiding emails and are a nightmare to work with is not anything that I am seeing, likewise, we do not have an issue with them. In reviewing the tenants complaints concerning charges, please note these clarifications. The department does not benefit financially or otherwise from any charges charged to a tenant. If the carpet/house smelled of dog, a vendor is hired and paid. No portion of the fees charged do we keep, even though we have a right to charge. The inspector we hire, relative or not, is self employed and licensed. Hence the 3rd party vendor.So to be clear, there would be no reason to charge a tenant any fee except to be used to repair damage and or replace items in the home of our Client, the Owner. If fact, doing so is actually more work on everyone involved in that process. The department even made two more trips to the property to confirm items reported. There are many more instances to where I see that the department went above and beyond to provide good customer service to you as our customer.With all of that being said, I truly wish I had the opportunity to have been contacted by you of this situation prior to this because I would have taken the same due diligence as I am now and I would have been happy to help you with your concerns. My findings are this; A 2nd letter for request for explanation will be resent to you concerning items notated on the report as missing from the home. In reviewing the move out inspection, receipts and the like I do find that the employee did in fact have the receipt. The $45.00 will be processed and returned to you. Even though you did not ask for it, the red stain fee of $50.00 is also being returned to you as it has now come up with the 2nd cleaning. The Enzyme cleaning. The Plumbing cap charge of $10.00 as well. I regret the way the employee handled the situation and the employee has been terminated. Thank you.