Chico Sierra Real Estate Management Inc.

Really like working with this Company. Repairs get done really fast and I do not have to ask twice. Both girls up front are friendly and seem to always have something nice to say.

Not usually a review writer, but wanted to toss some good words their way.

Review: Property Management Company advertises photographs of their properties that misrepresent the condition of the property. Chico Sierra Real Estate Management requires a $25 application fee be paid prior to scheduling an appointment to view the property. If I had known the condition of the home, I would never have paid the fee or requested to view. The home is falling apart, holes in the siding, carpet is very old and coming away from the threshold revealing the sub-flooring, the landscaping looks nothing like the photograph advertised (all the plants are dead or removed). The company claims they belong to Revdex.com but could not be found on Revdex.com website to file this complaint. There are horrible reviews and stories about their business practices on YELP. I called the manager of the company to report the discrepancy in the condition of the home vs the advertisement and was met with hostility. He interrupted me and hung-up the phone while I was in mid-sentence.Desired Settlement: Please review their business practices around advertising and property management. Please require them to remove their claim that they belong to Revdex.com if they in-fact do not. The homes that they manage are not in acceptable living condition.

Business

Response:

[redacted] applied to a property at [redacted] St in [redacted] on 4-14-2014. An appointment was set up for [redacted] to view the home, but on the date of that appointment (today) our employee waited around for 15 minutes and then left. We then received a phone call from [redacted], very rudely stating that the home is not what the picture represents. We have 1 picture on the website and it is of the outside of the unit. With the exception of other cars in the driveway, the home looks the same. Picture attached

Our policy, is that we prefer for people to view the home prior to turning in the applications. We want to make sure that they like the home before we even process the application. [redacted] was never told that she had to pay a fee before she could view it, otherwise we would have a $25 fee from her and we do not. [redacted] never paid the fee, and at this point has done nothing but waist 1 employees time, and call and scream at the other one. I happened to be sitting in the same room when she called(less than 3 hours ago), and she was dealt with very politely and was not hung up on. I am sorry that she feels the need to incorrectly state what happened.

As far as being a member of the Revdex.com, well I will chalk that up to the fact that she must have done as much research on that as she did to how we process applications. She is incorrect on both accounts.

All I can say is that I am glad that we saw this side prior to renting this home, or any other property to her.

I can be reached for any other concerns at 899-2296.

Thank You

Consumer

Response:

I am

rejecting this response because:

[redacted]'s response includes some false statements. At the time of

scheduling I informed the individual on the phone that I would be coming from

work and could possibly be a little late as they were unavailable during lunch

hours and after work hours for showings. I arrived at [redacted]. at 11:55

a.m. and was met by the tenant who informed me that the agent had waited 5

minutes and left. I called to apologize for missing the agent and to let the

management company know that residence was in disrepair and that the advertisement

they were using was clearly an old photograph. See attached.

Look forward to another Year with Chico Sierra Mgmt. They are really nice people to deal with, and after 2 years would recommend them to anyone. Had a horrible situation where my ex came to the property and they stepped in and backed me up 100%. Not expected but was really appreciated.

Thanks for your help over the years. Looking forward to another one.

Working with Sierra was the most bizarre, abnormal experience I have ever had with a business. Like many of the other reviews you'll find dispersed around the internet on this company, this company gave us a run around. It was a 4 bedroom apartment that was getting rented to 4 different, shared tenants . 3 of the 4 tenants were contacted by Sierra confirming a time and date for the walk-in and to be allowed to move in that day. After driving packing, loading, renting a u-haul, paying for gas, and driving for 3 hours to move in, upon arrival we were told the apartment was not ready. Again, this is after Sierra confirmed with 3 of the 4 tenants on the final walk-in and move-in date of today.
We arrived at the office to try and find a resolution to the problem. I cannot believe that the situation escalated and we were verbally assaulted by the staff because one of us used their bathroom and we were told it was not a "public restroom". [redacted], who is a staff member, even told us that he was not allowed to use the restroom. The staff, namely [redacted], would not stop yelling and talking down to us. The staff would not accept or admit fault about the confirmed walk-in date appointment.
After reading all the reviews on various other reliable websites, I am literally baffled at how the Revdex.com still shows this business as an A+ rating. The ratio of good reviews to bad reviews on this business is 1:10. That says a lot about the poor experience with Sierra. As of the posting of this review, the Revdex.com shows 4 complaints through their website alone. I now question the Revdex.com's rating system and accuracy. I urge the Revdex.com to look at the complaints more thoroughly and I would not recommend you take the A+ rating on this business at all serious.
I strongly recommend that you take your business elsewhere. Sierra is the most unprofessional business I've ever encountered. They have no accountability and will make any request you have, as a tenant, an inconvenience to them.
I forego the request of a response from this business, because based on their responses to all the other complaints filed against them to date, nothing gets resolved. This business is adamant about not accepting responsibility for their faults and their ill treatment of customers is something I don't believe will ever change.

Just moved out, got most of my deposit back and was happy with my experience overall. I do not envy their job, but they do a pretty good job at it. Left due to needing to downsize. They did not have another place for me, otherwise I would have rented again. Anyway, thumbs up.

Still horrible service. Not only did management try and rent out my place when I turned in a signed lease (I'm only mostly over that) and got a photocopy of said lease from them. Now they have FINALLY put a lock on the laundry room (thank you!) with only one note on that door. Today is now Saturday, and come to mine and EVERYONE's surprise, NOBODY has a key. So thanks a lot for screwing us tenants over AGAIN.

Rented a property for 3 years, and just moved out due to a job relocation to Portland. I was overall happy with this Company and have no problem recommending them to friends, in fact friends of mine are now renting the home I moved out of.

I have been in the office many times and have always been treated with respect. Yeah, they are busy in there and sometimes may not jump up to greet you at the door, but most of the time they are smiling back.

Maintenance can be a little slow, but they do their best to get items taken care of. The maintenance company that use is a little scattered, but again, nice people. Over all, good people to work with.

Review: We would like the security deposit on the property to be refunded allowing for a burst water pipe during cleaning.

My son has been a tenant for 3 years. As a senior and rental property owner, I have never been treated so poorly with an unexplained hostile tone that had accompanied our entire move-out experience with Sierra. I was at a loss to receive an angry response to a pleasant email I wrote asking for a walk through appointment (I have the email chain if needed). I did not receive a response until I sent a fax and then was berated for not responding to "5 unanswered calls" (I received one) regarding a future tenant's request to move in early (wasn't possible). I even took the time, although unnecessary, to call back to explain my mother was in the hospital and my son out of the state to try to soothe the anger of the email although I didn't understand what the walk through request had to do with a tenant's request to move in earlier. After explaining that we had a hotel and moving van arranged I was reluctantly given a walk through appointment for Friday, July 12. On Thursday, July 11, when I called to report a broken water pipe at the property I was told I didn't have an appointment for the Friday, only Monday the last day of occupancy. I explained that I had prearranged the appointment before driving from the central coast and arranging for a moving van and that we were staying at a hotel. After a long hold we were give a different time at 8:30 a.m. We cleaned for many hours prior to the burst pipe and even called the water company to get the water shut off for Sierra. A company employee from Sierra came much later to "fix" the pipe but admitted he didn't know "what was involved" as he felt the problem was below the surface . As it was now getting late we told him not to bother as we were also worried Sierra might attempt to charge us with an emergency repair. Before he left we asked that he document the pipe bursting was due to age and took photos of the rusted break. At no time did we receive an apology about the pipe bursting nor appreciation that we took the time to have the water shut off from Sierra. The next morning when we filmed the walk though and the refusal of the company's rep to allow us any more time to clean or get the water turned on, the walk through was immediately ended and we were threatened in an email and call implying that we were harassing the employee by filming. Sadly, the message even mentioned involving the Chico PD and was intimidating and upsetting for us. We had worked for over 8 hours cleaning the previous day and without water nothing more could be done. We began the five hour drive home with a moving van. Today, July 18, we received an equally insulting email with a similar belittling tone informing us the house was dirty (it wasn't) and doors may need to be replaced due to scratching by my son's service dog (a very small 7 lb. chihuahua). There was a complaint about blinds ( ironically which installed by us after moving in) and light covers. We were told the rug was filthy even though we had told the walk-through rep before the walk through was abruptly cancelled that we had chosen not to clean the rug but to go with Sierra's cleaners and have it deducted. We had worked hard to clean the home and the refusal of the owner to allow for the lack of access to water and to continually insult, threaten and accuse is very unprofessional and disconcerting. We would like an acknowledgement that the pipe bursting was unfortunate and allowance for that in returning our deposit. Desired Settlement: We would like Sierra to respond with a more professional tone that does not involve insults, threats and intimidation but rather addresses the facts. We are concerned that attempts will be made to keep our deposit. We would like documentation for every deduction of our security deposit, photos, and a copy of all alleged repairs showing who made the repairs and the costs. We would like an acknowledgement that the burst pipe created a difficult environment for cleaning.

Business

Response:

Business' Initial Response

When a new person was signed on this lease, there request was to move into the unit early. We made multiple calls to the tenants cell phone with ZERO response. The new applicants were trying to make arrangements of their own, so we continued over a 2 month period to call the applicant, and even made several attempts to call the cosigner. There is absolutely no excuse to not return phone calls. I understand family issues, but phones calls made over a 2 month period, there is simply no excuse.

We have XXX-XXX move outs that happen with our company over a period of 3 months. We hand deliver to the tenants a letter that describes what will happen at the move out, when it will take place, what the tenants responsibilities are, and that if they need to reschedule they need to call us weeks in advance. These letters are delivered to all tenants about 2 months (2 months), before the move out. [redacted] called our office 1 week before her scheduled move out to change the date. She asked for a move out to take place on a Friday, when we had 5 move in's scheduled, and 7 move outs, all on top of our normal daily schedule. We are open 8 hours a day, yet her call was made to our office after we closed. After being ignored for 2 months, I can agree that I was not too excited to rearrange our schedule at the last month to accommodate Mrs. [redacted], but we did. I personally made a phone call to the number Mrs. [redacted] left on my machine, but it just rang with no voice mail. The following day Mrs. [redacted] sent an e mail to my office requesting a Friday move out, this was my response, that she claimed was hostile:

Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc.

7/05/13

Mark this message as unreadDelete this messageKeep this message at the top of your inbox

To: [redacted]@yahoo.com

From: Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc. ([redacted]@hotmail.com)

Sent: Fri 7/05/XX X:XX AM

To: [redacted]@yahoo.com ([redacted]@yahoo.com)

I called after you left a message, and the phone rang with no option of leaving a message. In fact we have called both you and your some over 5 times in the last month to try to get a response from you about a move out date. The current tenants wanted to move in early, and we have called both of you numerous times to see if that was possible and not 1 return call. Our office is open Monday - Friday 8-4 and you are always able to reach one of us during office hours. Leaving a message after hours, and leaving a phone number that no one answers, we are not able to do anything.

Move out dates are scheduled months in advance due to how busy we get this time of year. You are welcome to call during office hours to see if there is an opening in our schedule. If not, unfortunately we will need to stick to the original date that was given out over a month and a half ago. Simply calling us back after one of our multiple calls to both of you, we would have had plenty of time to make the charge, but with this short notice you will need to call the office to see what is available. XXX-XXX-XXXX.

Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc.

Mark this message as unreadDelete this messageKeep this message at the top of your inbox

The e mail is to the point, but in no way is it hostile. Mrs. [redacted] called our office and as I stated earlier

was given a move out time on Friday as she requested, after we rearranged our schedule.

The morning of the move out, we received a call from the maintenance department that there was a water break at the [redacted] house. This is main water line from the house to the street that is underground. Mrs. [redacted] stated that this break in the pipe was due to age, and wanted that documented by the plumber. The pipe as I mentioned was underground, and there was absolutely no way for us to know that there was any issue. Obviously the pipe breaking and the vender having to dig underground was our first acknowledgement that there was a problem. As a Landlord herself, Mrs. [redacted] should be very aware that you can't stop things from happening, and the law allows a landlord reasonable time to repair. [redacted] maintenance Called Mrs. [redacted] and spoke to [redacted] who stated that he would be out within the hour. The water company went out and shut off the water. [redacted] Maintenance looked at the problem, and spoke directly with the tenant and another older gentleman which I will assume was his father, and told both individuals that he could temporarily fix the problem so that they could have water. Their response was that they are packing up and do not really need the water. He said again, we are here now and can turn it on, but again were told that was not necessary. This was on Thursday, the day before the move out inspection. So Taylor at [redacted] left it off, to be repaired after they were moved out. [redacted] Maintenance is not a Company that is owned or operated by Sierra Property, and would have no reason to lie. Their number if needed, to contact them is XXX-XXX-XXXX.

The following Friday morning the move out was scheduled at 8:30 am. My employee [redacted] arrived and began to complete the move out. Shortly after she began the inspection, I received a call from her stating that there was an upset person in the unit, and that she was being yelled out. In the back ground, I could hear a male voice yelling at her, saying that this is not dirty, and you will not write it down as dirty.

I told [redacted] to have this individual call my office immediately to speak to me ( I was not going to allow him to yell at my employee, and I wanted to make that clear to him), and if he refused to call me, that she was instructed to leave the inspection, and write down that she was not able to complete the work due to the fact that she was being yelled at.

I waited for a call, but never received one, about 15 minutes later, [redacted] (my employee) called and stated that they were going to take extra time and made arrangements for us to come back on Monday and complete another walkthrough.

About an hour later [redacted] showed up to the office , and explained to me what had just happened at the move out. She stated that an older man (still not sure who this is), was the man that was yelling at her in the background, stated that he was filming the entire situation, and at the point where she stated that the items were not clean, he shoved the camera in her face and as he was yelling at her stated that he was going to post this on face book and U Tube. With no respect, and after she requested not to be personally filmed, he continued, which is the point that she set the new appointment and left. This is a 29 year old woman in a home with an aggressive man yelling and taping her. You better believe that as an employeer I will protect my employees. I left a voice mail for Mrs. [redacted] and below you will see the e mail that I sent that Mrs. [redacted] claims was harassing and hostile:

Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc.

7/12/13

Mark this message as unreadDelete this messageKeep this message at the top of your inbox

To: [redacted]@yahoo.com

From: Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc. ([redacted]@hotmail.com) You moved this message to its current location.

Sent: Fri 7/12/XX XX:XX AM

To: [redacted]@yahoo.com ([redacted]@yahoo.com)

It seems as though this is becoming a problem. I left you a message and I will leave you an e mail to make sure that my point is clear.

Months ago you were scheduled a move out date. For 2 months we called you and your son about a possible date change, by request of the new tenants. Not 1 phone call was returned. you called our office 1 week before your move out date requesting that we change that date. Since we luckily had a cancellation, we fit you in for a move in on 7-12. The night prior to your move in, a pipe was leaking outside your unit. [redacted] came by [redacted] and said that he could turn the water off, or temporarily fix it so that the water could be turned back on for you to clean. The response from 2 men in the moving van was, " we do not need water we are moving out tomorrow." The water was left off.

This morning my employee arrived to he house to complete the walk though, she was met with hostility from an older man that wanted to say that the house would not be cleaned, because there was no water. [redacted] then called my office to discuss the matter. While I was on the phone with her, I could hear this person yelling at her in the back ground. I instructed [redacted] to either tell this person to calm down and call my office, or that she was to leave the walk through, until the unit was clean and ready to go.

The decision was made to allow these individuals to complete the walk through and that we would come back on the original scheduled date of 7/15. The tenants we welcome to be present at the walk through, or could leave keys and information on the kitchen counter.

When [redacted] arrived back at my office, she make it aware, that this man, Whoever he was, was shoving an ipod/phone into her face stating that he was going to tape her, and put her on his face book. She requested that she not be taped, however he is welcome to tape whatever he would like in the unit.

I am not sure who this person was, but confronting a young woman, how is simply there to so a job, to tape her against her will, and shove items in her face, is simply crossing the line. We will contact Chico PD if needed to make sure that you have not posted her image without her consent. Again, not knowing who you are, you need to grow up, take a deep breath, and simply calm down.

We will complete the walk through on Monday, you are welcome to to present. Other appts today have been booked for 2+ months, and we have no other openings today to accommodate another walk through. Had one of our multiple call been returned, that might have been an option.

Any question you are welcome to give us a call.

On Friday we asked for [redacted] to go out to the property to turn the water back on. We were billed for them to come out on Thursday and at that time they asked the tenants wanted the water turned on, only to be told no. They had to go out again on Friday, which we were billed again, because the tenants has changed their mind.

The following Monday we again, had to rearrange our schedule to accommorate a move out that we were not expecting. [redacted] competed the move out, and came back to our office, stating that they made no additional attepts to do any additional cleaning. Again, having to put a rush in on a water turn on, rearranging our schedule to accomoate extra time, only to have them, not present at the move out, and not make any attempt to clean was extremely frustrating on our end. I again, sent an e mail to [redacted] to let her know our findings. After what we found, I certainly did not want her to think that the unit was left back to us in good condition. My e mail is below, again claiming to be harrassing.

Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc.

7/18/13

Mark this message as unreadDelete this messageKeep this message at the top of your inbox

To: [redacted]@yahoo.com

From: Chico Sierra Real Estate Mgmt Inc. Chico Sierra Real Estate Mgmt Inc. ([redacted]@hotmail.com) You moved this message to its current location.

Sent: Thu 7/18/XX XX:XX AM

To: [redacted]@yahoo.com ([redacted]@yahoo.com)

We were very disappointed to see that you made no attempt to clean or repair any of the damage that was done to the home at [redacted]. The home was left very dirty. Even though we postponed the move out 3 additional days it seems as though no additional cleaning/or repairs were done. Every door in the home was scratched due to the animal. Our attempts will be to get the scratches out, but if they are unable to the doors will be replaced. Blinds are damaged, light covers are missing and broken, and carpets are filthy. This is simply a courtecy to let you know what we found at the property. We took numberous pictures to document the condition that we found on Monday. If you would like to get a copy of the move out sheet you are welcome to contact the office and they will send you a copy. All documentation will be mailed in 21 day.

Mrs. [redacted] is a cosigner of an adult son. The funny thing is that in all of this, I have not heard 1 word from the actual tenant, and have never actually spoken to Mrs. [redacted], other than through these 3 e mails. I am a business person, and this is business. When I call a person over and over, I expect a response. She had our phone numbers, our e mail, and could have made 1 attempt to call us. It was not until she needed something from us, that she became irritated that we did not call her back within 24 hours (even though we did, but there was not voice mail to leave a message on). The simple fact is, The tenant and his parents did not make any attempt to start cleaning the home until the day before they moved out. Again this is after 3 years of living in the home. I guess that they just assumed that we would let it slide. Well, we are one of the few companies in town that actually take our time to schedule both move in and move out inspections so that we have documention of the condition of the unit. This is done to protect the tenants and the property owner. The unit was left to us dirty, with scratched doors, and other damaged items. The tenants want to blame to water for leaving it dirty, but as I stated above, many different people can dispute that. As far as the damage, they will be charged for what they damaged. We explain to everyone, that we subcontract out our business and that we do not profit 1 penny on any expense item. deposits are not held by oiur office, they are held by the owner. We simply bill the approprate person for the damage. When individuals know that they will be moveing out of a unit, they prepare, and do not leave everything for the last minute. They were without water for a few hours before they were given the opportunity to have it turned back on, but refused. They were also given an additional 2 1/2 days, but made no additioanl attempt to clean. They will be charged for all items based on their move in and move out sheets. They will be given copies of all of the venders invoices as we always do.

There have been no threats from this office, and since I have not spoken to Mrs. [redacted] other than through these three e mails above, that is quite clear. If this individual was her husband, then as a woman she should have acknowledged that the way that he was acting was not appropriate, but deicded not to stop it, so I did. If that insulted her, then I am not sure what to say. If Mrs. [redacted] has a different prospective, since the gentleman was filming the entire move out, I would be happy to see how it actually played out, and would assume that the Revdex.com would as well.

To close this up, the tenant at [redacted] will receive his deposit back within 21 days of Monday 15th, and all items will be itemized with bills. No allowance will be made for the lack of water. My position still stands on the filming of my employee without her consent. Filming a unit is your right, filiming an employee, and posting on the web is not. Again, I would request a copy of that video. I have documented every conversation in the above e mail that backs up my story. Mrs. [redacted] compliant, is untruthful, and is slanderours to this company. She needs to provide documentation, as we did, to show that anything that she has stated in her complaint is true.Hopefully that explains our position, If needed, you have the phone number to [redacted] Maintenance, and are welcome to call Sandar Swain (our employee XXX-XXXX).

Thanks

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

1) Ms. [redacted] (we only determined her name from Yelp, Google and Merchant Center reviews) has never signed an email nor identified herself in any correspondence with us. Our first attempt to correspond with her to get a walk through appointment began an accusatory correspondence that continues to decline. After leaving messages that were unanswered I sent the following fax:

July 5, 2013 Re: Second Request for a Walk Through

This is our second request for a walk though of 618 Oreint Street on Friday July 12. Please leave us a message or email to confirm a time for us to meet at the property (afternoon preferred). Our son has accepted a teaching assistantship at the University of Hawaii and has a big move ahead of him. We are driving up to assist in the moving from the Orient Street property after three years of occupancy. We will be coming to Chico on Friday, July 12-we are more than four hours away in the central coast and have rented a hotel for this purpose. We will have all the furniture packed into a moving truck and he will not have a bed so delaying the move out walk through would be very inconvenient in several ways. We would greatly appreciate hearing from you today.

To my amazement, she responded with a very angry tone complaining about unanswered calls. The email response was so disconcerting I called the office and spoke to [redacted] to personally explain the reasons for missing any messages asking him to relay the message to her as a courtesy. I explained that during that period my son graduated, was married, and was on an extensive honeymoon and touring graduate schools and that my mother was recently hospitalized. In her response to this complaint Ms. [redacted] even admits her bias stating "After being ignored for 2 months, I can agree that I was not too excited to rearrange our schedule at the last month to accommodate Mrs. [redacted]. Ms. [redacted] wanting us to vacate two months early is quite frankly not even relevant to our request for a walk through and wasn't something we had ever expressed any interest in. Her calls were not multiple as described (I found one and my son found two on our machines) and we were certainly not intentionally ignoring her. Quite honestly, Ms. [redacted] feeling ignored should not have impacted our ability to get a walk through appointment at the end of tenancy anyway, and comments like "when I call a person over and over I expect a response" express an inflated sense of self.

2) After I was given a move out time we arranged a three-night motel stay and coordinated a moving van, tools and cleaning. My son had been cleaning for weeks before our arrival and I assisted over the last three nights once most of the furnishing had been moved. Unless she is a psychic, it is absurd for Ms. [redacted] to state "the simple fact is the tenant and his parents did not make any attempt to start cleaning the home until the day before they moved out". Again, statements like that are inflammatory, insulting, and not based in fact. She continues, " I guess they just assumed that we would let it slide" again purporting to know what we were thinking in a most unprofessional style.

3) During the evening of our final day before the walk through an underground pipe burst. We called the local utility to turn it off and contacted Sierra Real Estate. Ms. [redacted] makes several incorrect statements in this regard. She claims "the morning of the move out, we received a call from the maintenance department that there was a water break" when in actuality we discovered the leak in the afternoon and we contacted the water utility company personally to come shut if off. We have not contention with her remarks "that you can't stop things from happening" in this regard, but fail to understand why she couldn't allow us a delayed walk through the next day as we were forced to work without water. She also claims that we told their repair company we didn't want the water turned back on or the repair made. This was not the case. It was late, growing dark, and the repairperson expressed a lack of confidence of how/where to begin with the underground break. We told him it was fine to wait, which he seemed to appreciate as it was growing dark out and we were heading back to our hotel as the house was now empty. It should also be pointed out that we cleaned for several hours without water, using wipes, sprays, and cleaning towels whenever possible.

4) The filming incident is again emotionally charged with Ms. [redacted]'s statements. My son, my husband (the accused "older man") and I (aged 62) were all in the house so the threats she contends against her employee are hard to understand. My husband, who is 66 years old, a Eucharistic minister, lector and popular educator, attempted to film the walk through because of our growing concerns of hostility from Ms. [redacted]. When my husband asked on the film if we could have the employee return after 30 minutes to allow for additional cleaning because of the lack of access to water, the employee called Ms. [redacted] who refused. The walk through was immediately cancelled and Ms. [redacted] AGAIN brings up her anger about feeling ignored, responding in her email, "We will complete the walk through on Monday . . . Had one of our multiple call (sic) been returned that might have been an option." To add further insult to injury, after cancelling the walk through on the spot, her follow up email response threatens to "contact the Chico PD" and now rearranges the walk through to our last day of tenancy-Monday-even though she was well aware we had a moving van outside and had scheduled the drive to the central coast for that day.

5) Ms. [redacted]'s final email further illustrates the hostility that permeates her responses in interacting with us; it is obvious she is angry and accusatory-even to go so far as to imply all the doors of the house might need to be replaced due to scratches from my son's service dog (a 7 lb. tiny Chihuahua).

Her final summation continues with accusations that have no basis in fact. She AGAIN mentions the calls not being returned and uses it to illustrate we are irresponsible. It is simply unprofessional for her to make statements as "It was not until she needed something from us, that she became irritated that we did not call her back within 24 hours" again referring to my initial reasonable request for a walk though.

6). Ms. [redacted] further concludes, "the tenants want to blame the water for leaving it dirty." First of all the house was clean and we will be submitting photos, though cleaning the last few hours without water was very difficult. Comments like "I guess they just assumed we would let it slide" again show no attempt at being factual or professional". As tenants, it is important to note that we have never had problems getting a walk through at the end of tenancy and have always had our deposits returned accept for a few minor and agreed upon repairs.

Deposits should not be used for wear and tear, especially after three years of tenancy. The home on Orient Street is quite old and reflects its age. It is apparent that Ms. [redacted] is biased and attempting to punish us for her perception that we ignored her calls. Ultimately, there can be no denying the simple facts: 1) the water pipe broke the day before the inspection 2) the repair attempt was made considerably later after our report to the utility company to have it shut off and was not guaranteed to produce water anytime soon and 3) the walk through on Friday was denied and rescheduled on a date we couldn't attend due to prior moving arrangements.

Business' Final Response

From everything that I have read Mrs. [redacted] likes to talk and accuse, but at this point she has given absolutely no proof to back up her telling of what happened. We obviously had 2 sides to the story as in most situations, and what I really appreciate about the Revdex.com is that they do not just accept accounts from upset people. Individuals must back up their account of what happen, and I have been the only person that has been able to provide hard documents as to what really took place.

1. We were accused of harassing, mean, e mails. As I stated before, I have never has the pleasure of speaking with Mrs. [redacted], she would never return our phone calls, so the only time that we ever spoke was through the 3 e mails that were previously forwarded. The nice thing about having that in writing is that it is very easy to see that they were in no way harassing, no way mean. Once my employee was confronted in a completely inappropriate way, the last e mail was certainly a warning e mail, but again not mean or harassing as Mrs. [redacted] states. If she is going to continue with her accusation, she needs to provide some sort of hard document to actually disprove the ones that I have provided.

2. As seems to be her MO, Mrs. [redacted] has yet again embellished her statements. As you can see in her letter, she claims to have wrote us this elaborate e mail explaining her situation. This was her actual e mail:

Name: [redacted] and Francisco [redacted]

> Email: [redacted]@yahoo.com

> Phone: XXXXXXXXXX

> Subject: walkthrough request 7/12/13

> Property: None/General Inquiry

> Message: This is our second request to schedule a walkthrough for [redacted] Street in Chico. We will be there this Friday and are hoping to get the walkthrough completed.

> Our son has accepted a position teaching at the University of Hawaii and has a big move ahead. We would greatly appreciate being able to get the walkthrough completed next Friday.

> [redacted] (XXX) XXX-XXXX or email.

Quite different then the one submitted to the Revdex.com.

3. The Revdex.com was given a copy of my responding e mail to Mrs. [redacted] and it certainly was not hostile. What Mrs. [redacted] is still missing is that we send out letters to all of our tenants 2 months in advance letting them know when their walk through will take place. That letter states if you have to reschedule the time, you need to call us weeks in advance as our schedule books up very early. We had called both Mrs. [redacted] and her son on multiple occasion to try to get a simple answer, requested by the new tenants moving in. Had they never responded that would not have even raised an eyebrow with us. What got me irritated, and yes I do have a right as a business owner to get irritate, is that Mrs. [redacted] and her son not only ignored all of our attempts to get in touch with them, but then called our office less 1 week before their scheduled walk through as asked for a change in days. She asked for a Friday, which is our busiest day of the year, and when told we did not have any openings, told the receptionist that we had to fit her in. We rearranged the schedule and fit her in to accommodate her. I do have the right to point out my frustration, which I did in the e mail, by informing Mrs. [redacted] that had she returned any of our calls, then this last minute change could have been avoided. For anyone to say that they are to busy to simply leave a 1 minute voice mail after hours, to return our calls, is not acceptable. Mrs. [redacted] claims to be a business person and that is the #1 thing that you must do. My e mail was given to all parties and is anything but hostile. Mrs. [redacted], I certainly did not feel ignored by you, I was trying to make a situation work for the new tenants, which is our #1 goal. I was simply amazed that 2 individual could be so oblivious to anything but their own situation. By the way, in the last 2 months I actual lost my Mother. As a business person, I grieved, but continued on with what needed to be done to make my business run. That is actually how a business person deals with things, not by ignoring them.

4. Again, Mrs. [redacted] is making several statements that she simply cannot back up. As far as the water pipe breaking, I am requesting that the Revdex.com contact Taylor At [redacted] Maintenance who was the individual who attempted to turn the water on, but was told not to. Mrs. [redacted] may make any statements that she would like, but the facts are the facts, and hard facts can't be disputed. Our office is open Monday - Friday, and yes the request to complete a walk through the follow day was denied because we are closed. Mrs. [redacted] failed to make that point. The actual lease was not up until Monday, and as far as we were concerned we would postpone until Monday. Mrs. [redacted] did not want this simply due to the fact that she would not be here. Again, making us to be the bad guy that we did not, or would not open our office on a day that we were closed.

5. We make no attempt to stop people from filming a property. AS we said before since we do not profit from repairs, we accept any proof that a charge should not be given to a tenants. What was not acceptable was that after we rescheduled a time to fit Mrs. [redacted] in, she now wanted additional time. Had that been an option, then we would have accommodated her. However it was not an option since Sandra had back to back appointments. I was called by Sandra, and while discussing this a man in the back ground began to yell at her. As stated in my earlier e mail, I told her to stop what she was doing and tell him to calm down and call the office, which he refused to do. I informed her that if he continued to yell then she needed to end the walk through. I could hear him in the back ground while she was on the phone stating that I am filming you. This is a slam dunk for Mrs. [redacted]. If she feels that we are being to harsh in what we are stating, then please provide the Revdex.com with a copy of the tape that was taken while my employee was in the home. She was there about 15 minutes and from what she said she was being filmed the entire time. If the Revdex.com needs to contact her, they may do so by calling XXX-XXX-XXXX. My employee is also requesting a copy of the film.

6. My final e mail to Mrs. [redacted] was to inform her of what we found at that property. It was our assumption that she was taking the extra 2 days to prepare the property, however according to Sandra the unit was no cleaner on Monday than it was on that previous Friday. Mrs. [redacted] can take my e mail however she wishes. A copy of that e mail was given in my previous letter and is in no way harassing, simply informative

From what I can tell by these e mails, Mrs. [redacted] has no actual facts to be able to back up any of her statements. Chico Sierra has provided e mails, personal phone numbers for interviews, and pictures to back up what took place. This will be the 2nd request for Mrs. [redacted] to provide this office or the Revdex.com with a copy of the camera footage that was took during the 15-20 minutes that my employee was on site. This has yet to be provided. To Further our position, Mrs. [redacted] wrote a Google review on our business claiming to be that actual student living in the unit.

Jan Lema

a week ago-

As a senior (and no longer a student) I was shocked at how unprofessional the communication is at this business. It would be easy to assume students are deadbeats but I cleaned for days and was told the house was dirty after 3 years of tenancy (it wasn't, just an old house with lots of problems). Incredibly, we had to jump through hoops to get a walk through and then it ended when we attempted to film the process. Now we received an email (and they are always angry--even from the beginning--insulting and rude just like other reviewers mention--not sure why even) saying my son's 4-inch service dog (7lbs.) gouged all the doors and they may need to be replaced. As a former property owner I am shocked that long term tenants could be treated in such a way. I hope other property owners as well as prospective students realize that this is no way to treat students in our community; we have always received our deposits back but this time I think we may not only denied--but asked to pay even more--it certainly appears to be their MO--read other reviews and don't let it happen to you!

If she is willing to lie in a Google review, my guess is that she is willing to do the same with the Revdex.com. AS I stated before the Revdex.com requires back up, not just opinion. It is time that [redacted] provides a little documentation to back up all of her slander about this office. I am requesting that the Revdex.com talk to the individuals involved at the number provided. I have also enclosed pictures of the unit, including the doors that no way a 7 lb dog could have damaged. Please contact me with any additional need, and I will be anxiously awaiting a copy of the footage took by Mrs. [redacted] at this unit.

ADDITIONALLY:

I have copied a few of the photo that we took at the walk through. As you can see the unit was not left to us spotless as Mr. [redacted] yelled at my employee that it was. It certainly was not left as a pig sty as we see so many units, and at no point did I tell them it was that way. My point to Mrs. [redacted] was that they asked for 2 additional days to clean, and this unit was in this same condition on Friday during the scheduled appts as it was the following Monday, and no attempt was made from what I could see to do additional cleaning during that time. I am not sure what the point for the extra 2 days were. As far as damages, the tenant will be charged for what they damaged. AS you can see, a little Chihuahua can cause damage, even though Mrs. [redacted] has stated that he did not do any damage. I am not the type of company that charges people for items that they did not damage, and for Mrs.; [redacted] to jump to that assumption, before receiving her refund is ignorant on her end. They will be charge however for the items left dirty, to repair the doors as well as any other item that damaged, to clean the carpets and to spray for the fleas that were in the 1000's inside the unit. Receipts will be attached from each of the venders, and if Mrs. [redacted] is not content with that, we have a court of law to handle it, and they certainly require back up documentation, that we have yet to see from Mrs. [redacted].

We certainly take length on time in a unit into consideration, but Mrs [redacted] is trying to make accusations simply to not be held accountable for the damage to the unit.

I love living in my house and like working with Sierra. When I turn in maintenance request I hear from them immediately and someone shows us fast, sometimes same day. Megan in the front office is very sweet and always has a smile on, which on a long day I appreciate. They ask how you are and do not just take your money and kick you out the door as some of the other places do and I will not name names. I have left reviews at several places on line, which I do not do a lot, but thought they deserved it.

Happened to be in their office paying rent today, when they told me about another Review that came in over the weekend. I am always taken aback when I see how some people, that consider themselves adult act. I will not go into details, but I feel sorry for companies like this that have to deal with the type of people that are unfortunately the majority in our society. Too many companies that are out there just trying to do their job get crapped on, and this Company is no different. These guys have been my Landlords for over 3 years and always do the best that they can to make things right. Granted, I can't say that they do not make mistakes, but then again, who could. The difference is that when they do they try to fix it. That is how they have always dealt with me, and I felt compelled to give this review after the other individual who obviously had a bad day and decided to unload. This is a good company and I am happy to use them and refer them to people I know.