Columbus Real Estate Pros

There has been an offer of refunding you $350 for a $420 repair in January where your renter needed a rear slider to be repaird.   Please advise us here our outside of the Revdex.com is that credit is acceptable to you!

As I have stated before in emails that we have not received the final payment.   The last payment we received is below.   I have sent this information several times with the commitment that they would look into it.   They should have an ACH transaction number to track this.   Please provide that.   I have received their 'statements" that show final payment, but that is meaningless.   They committed to having their accountant look into it several months ago and nothing has come of iit.   This is the tenant security deposit. COLUMBUS REAL ES OWNERFUNDS PPD ID: [redacted] ACH credit ACH credit ACH credit $4,168.00  
[redacted]

Hi there,Okay, here is the deal. I haven't heard anything from the owner, so I am taking the liberty of replacing the carpeting in the den for you. I will be contacting our carpeting installer to come measure and give us an estimate. What is the best number where they can reach you? 
Regards,
Leyinska Welsh

We appreciate the opportunity to response to this customer's concerns in writing in the interest of assisting them in their housing needs.  While we feel there have been misunderstandings in the process while trying to go outside our standard processes i.e. accepting a housing voucher as well...

as some representations made which do not accurately represent the situation in total or the complete transpiring of events, we do appreciate the opportunity to be of service and answer those concerns.  Moreover, a representative from our company has met with the customer within the last 24 hours of this response to share an open air dialogue and resolve these matters.  The tenant is correct in that they responded to a marketing add for a home listed through our company. However, respectfully, they failed to mention at that he would be using a voucher. Representing private owners, it is our policy that we do not accept vouchers and this is made clear to prospective applicants in the automated systems used for pre-screening, by operators who answer calls, and on our web sites along with being on our rental application.  However, in an effort to obtain housing for this customer, REP went above and beyond our policies to allow Mr. [redacted] to make payment by means of a veteran’s voucher. We only were made aware that he would be using a voucher after he submitted application for the home. He never mentioned this prior to applying for the home. Allowing payment by means of voucher expended a great deal of our resources, time and energy. Again this was done to help Mr. [redacted] as a veteran who served our country. Respectfully, this also put us in a predicament of answering to the owner of the home as there was a tremendous delay (which again is above and beyond our policies), in obtaining renters for our client as there is a waiting period for vouchers. Our office spoke to the future tenant's (now current tenant) case worker, representative, bank representative, family members, and numerous others in being helpful to Mr. [redacted] throughout the process. Again, this is far above and beyond our policies, but we were attempting to be helpful and courteous to the future customer in light of their service to our country. Our office did not receive the voucher payment check until 7.6.16 as it was mailed to the wrong office. This was acknowledged by a veteran’s commission representative. Immediately upon receipt of the payment, the customer was contacted and was moved in within 24 hours. The lease was signed and the customer received keys on 7.7.16. At that time, the customer was very gracious and appreciative of our help and efforts throughout the entire process. Admittedly, this complaint comes a surprise and is unfounded and misplaced as our company did absolutely nothing wrong but, rather, went far above and beyond to help, even going outside our normal policies and procedures. We simply tried to help a veteran obtain housing. This is, unfortunately, emblematic of a process which routinely places our business in a vulnerable situation where the public routinely takes advantage of our reputation and leverages said reputation against our business.At this time, to the very best of our knowledge, all the customer's needs have been met through our exceptional efforts and there is no issue at this time; we would consider this matter closed.  We appreciate the opportunity to respond and clarify this situation accurately in writing.

Please see attached document showing that no deposit was received from Columbus Real Estate Pros in the amount of $1711.84 in December 2015, specifically on or around December 10, 2015. Document also shows all deposits from Columbus Real Estate Pros from March 2015 through March 23, 2016. It also shows the pending deposit for $171 as of today, March 23, 2016. Thank you, [redacted]

The account agent will not return phone calls. There ARE safety issues in the house both on electrical occurrences as well as personal. [redacted] will continue to live out the lease in the home and make the monthly payments. We were not able to set up the new banking information on the Client Portal because RealEstate Pros.com refuses to assist by returning by calls. Moving forward, Mr. [redacted] will be submitting rent through his personal bank account bill payment process. As we had no alternative to edit bank account information on the "client portal".There remains to be an outstanding maintenance order on the lack of hot water in the shower which has been a problem since October 16, 2015. Furthermore, there was a recommendation by the last electrical repairman to get a certified electrician to look at the problems in the house, but that was rejected by his supervisor.

We appreciate the concerns of the former tenant (customer) in this instance and, while we do not agree, we do take their concerns into note.  To specifically address their concerns:- Pre-move-out inspections are neither required nor guaranteed by either the management agreements with the...

Homeowner/Landlord nor are they provided for in the lease agreement.- The tenant statement was before the move-out inspection had been performed.  This was not a security deposit itemization nor was it presented as such.- The security deposit itemization was based on all available records including the move-out inspection done after the tenant departure.- Security deposit itemizations are done on the part of the Homeowner/Landlord and are not intended to nor do they enrich our business; rather, they are delivered and executed in accordance with the fiduciary responsibilities outlined in the management agreement with the Homeowner/Landlord and in keeping with the lease agreement signed by the tenants while holding them reasonably responsible for the condition of the property upon return based on a normal industry standard of normal wear and tear with charges being applied for issues deemed to be beyond that standard.- Regarding phone calls made in the interest of disputing charges, the tenant was requested to only remit their issues and concerns in writing in the interest of maintaining order of communication and documentation of any dispute.  To the best of our knowledge, this has not happened.We would welcome the opportunity to revisit this situation given the appropriate written communication with the former tenants as well as the appropriate level of documentation by the former tenants to refute any charges they feel are in err.  We appreciate the time of all and the opportunity to be of service.

As A business owner sometimes it is difficult to understand why a consumer dissregards the terms of an agreement.  When acting on an agreement we spend tons of time photographing a home, preparing a High Definition Video Walk Through.  We then at our expense advertise a property on often...

over 100 websites.  We also let all of our clients pick the starting rental rate for their property.  Depending on where the clent starts, the time of year and the condition of the property our average rental time once a property is priced correctly and it is in market ready condition is less than 10 days.  The properties we market rent that fast because of all the work we put into the property up front.   When a client cancels as in this case and just cancel after all that work had been done the client is not held to the full enforcement of the contract they signed but are allowed without reason or cause to be released from their written obligation by paying a re-marketing fee (cover the cost of the above.....)   Not only that but if the client changes their mind and lets us go to work for them again, since the marketing efforts had already been completed we fully credit back any cancellation fee paid.   It's a good structure that still allows the felxibility of when sometimes things change in life.

Surprisingly I received my refund in the mail today.  You can close the case.Thx

In the response from Real Estate Pros the attached accounting ledger clearly shows the correct address at [redacted] Dr.  The mailing address in which they sent the check transposed the last two digits incorrectly indicating they sent the check to [redacted].  I am appreciative of them offering to stop payment and promptly sending a new check however I don't want to close this issue until I actually receive said check due to the amount of money involved and the concerns raised in other complaints filed against them with the Revdex.com.

We appreciate the opportunity to address this former client's concerns and assure all parties that any delay in the transmission of requested funds was unintentional.  As a business, we have encountered numerous occasions of parties truly believing they have not received funds only to find that they actually have, that they may have provided us a different account that they recall, or the transfer is en route.  For this reason, we needed to audit our records with the assistance of our banking partner as well as review the documentation submitted by the former client.  We appreciate their patience and providing documentation to affirm their request and the issue with the transfer of funds.At this time, please see the attached documentation as record of the transfer to the client being completed after research and reinitiating said transfer.  At this time, all records indicate that said monies have been received and this matter is resolved.  We appreciate the opportunity to be of assistance and remedy this matter; thank you.

Unfortunately, delving further into the comparable rentals and sales in this sub-market, we feel that, based on our target property type and overall service parameters, we are unable to continue for this client.  We appreciate the opportunity to be of service and, in keeping with their request,...

have refunded their full operating reserve and wish them the very best with either the sale or rental of their property.

We appreciate the commentary of this former valued client.  While we do not agree with all the assertions made here, we have sought and are seeking the most amicable resolution as we part company.  We did not withhold rent money from this client and the rent money was deposited dutifully,...

less our management fee, to the account of the owner ($578 = $647 rent - $69 management) in keeping with our agreement.  Furthermore, the owner has always received owner statements as contractually outlined on or about the 25th of each month to the email address where our business and this former client have always exchanged correspondence.  We have already initiated a final disbursement to the client in the amount of $997 (the tenant's deposit of $647 + the $250 operating reserve) and are checking now as to the receipt of these monies with all parties including our banking partner and software provider.  Again, the goal is to conclude the relationship with minimal friction and afford the owner the best opportunity to move forward as they choose with their property without issue.  Respectfully, there is no shortage to the owner's draw (disbursement); this was a previously corrected accounting issue and it would seem possible that our former client does not realize via their owner statements that it has been corrected.  Again, it is our hope to conclude this matter without further issue and have appreciated the time and business of this former client in the context of wishing them nothing but the best with their rental property.

We appreciate the concerns of this client and, while we do not agree with many of the statements and, in some cases, exaggerations stated here, we do take them seriously and are doing our best to meet their expectations as we have throughout the term of our relationship.  Regarding the...

intimation that fees were undisclosed, we would respectfully submit that this client was informed of all fees at least 3 separate times in writing via emails or attachments to emails and again via the short, 3-page agreement which clearly states all fees in Section 4 (please see attached).  Again, very respectfully, the client expressing their concerns is an attorney which, in respectful candor, makes it more surprising and disappointing that the intimation of non-disclosure has been made.  Regarding unapproved expenses, we would submit that, per the terms of the agreement attached in Section 3D, we are provided the latitude to perform service as needed on the property sans the necessity to gain authorization from the owner prior to the delivery of service.  For any misunderstanding in this regard, we are, again regretful but feel comfortable and confident that we have performed our duties in keeping with our agreement and in the best interests of both the owner and their asset.  Additionally, maintenance is never purported or in any way intimated, verbally or in writing, to be included in the monthly management fee.  Regarding answering this client, the respondent specifically answering this complaint has taken numerous live phone calls from this client as has our entire staff; unfortunately, we are unable to answer every call live due to the tremendously high call volume of current clients, prospective clients, current tenants, prospective tenants, and vendors.  For this reason, we respectfully request that all financial questions are posed in writing: To deliver a high level of service to all clients.  We would respectfully disagree with the assertions of unresponsiveness and, moreover, state emphatically that the reason that every call is not answered live is not the exaggerated and inflammatory reason stated in the complaint.  We do not avoid our clients.We appreciate the financial issues, albeit issues unrelated to the management relationship with the client, which are causing stress and have likely caused stress for our client as an out-of-state landlord carrying 2 housing payments who has also likely been meaningful affected by the real estate downturn of recent memory.  We feel that, again very respectfully, that we have carried out all duties as outlined in our agreement and delivered solid service to this client.

We appreciate the perspective of this customer and, regretfully, we are simply the middleman in the transaction at the behest of the owner.  The owner has hired us to manage the property for a number of reasons, one of which is that they, as most clients, specifically do not wish to manage...

tenants and prefer to have the managing agent do so.  That stated, the Owner/ Landlord (please see the attached lease agreement signed by the complainant which affirms that our business is NOT the landlord or homeowner) holds the proverbial purse strings.  Again, we are contractually bound to do as directed by the Owner/Landlord.  We cannot and do not pay for repairs or replacements; this is the responsibility of the Homeowner/Landlord.  The Homeowner/Landlord has NOT approved these items to be done.  Very respectfully, the condition of the home was not as described at any time before the complainant took possession; we conducted numerous appointments for marketing and showings and did not receive this same type of commentary.  Cosmetic perfection is neither promised nor is it the industry standard for after-market rental homes.  Regarding pest control, per Section 2g of the lease agreement attached which the complainant (Tenant) signed, pest control is the responsibility of the Tenant, not the Homeowner/Landlord or the Agent hired by the Homeowner/Landlord.In summary, while we are disappointed for any issues the Tenant/complainant has with the home, we are neither contractually obligated nor able to address these issues and the Tenant agreed to as much in the attached lease agreement.

Good Morning Mr [redacted],Attached is your accounting record.  What you have been told is true.Your deposit was mailed as you can see on 10/13 to the address: [redacted]
[redacted] Can you please confirm that this is the correct mailing address directly to youroffice...

and unless it is confirmed that the payment mailed has been cleared wewill put a stop payment on the original check and mail out a replacement checkpromptly.

We appreciate the opportunity to respond to the concerns of this former client.  Unfortunately, a review of the account shows that there were no errors in closing out the account but, rather, our final management fee and an unpaid eviction notice delivery fee that were unpaid and needed to be...

funded from the owner's operating reserve; thereby reducing the net of their final disbursement.  This is an unfortunate occurrence, despite reminders during the conclusion of a relationship, that there is still a management fee applicable to the final month of service.  Respectfully, no error has been made.  Additionally, specifically referencing phone messages left and unreturned, we apologize for any issues in that regard but would respectfully submit that, as referenced in the "10 Rules for a Great Property Management Experience" provided to and initialed by all clients, including these former clients, we ask that all communications regarding financials be in writing so as to avoid confusion.  This is reiterated every month in an automated message sent out with the owner statements to our clients.  It is unfortunate when the basic rules of our business are not followed leading to confusion or breakdowns in service; those rules are established, just as any business in any industry establishes rules of operations and client relationship management, in order to manage an overall book of business, operate efficiently, and deliver the best level of service with consistency.We appreciate the opportunity to respond to this matter.

I reviewed the response made by the business in reference to complaint ID [redacted].  The company has accepted my counter proposal which was a release to the claim for $477 in exchange for a credit for a charge made after my complaint was filed with the Revdex.com. The...

proposed solution offered, along with my requested change, is an acceptable conclusion to this dispute.

As of the time of this response (actually preceding this response), the additional monies requested by this former client have been debited to their account and disbursed.  All matters are considered closed at this time and no further matters exist in need of attention.

We appreciate this valued client bringing their concerns to our attention in the interest of assisting them.  Regarding their concerns:- As a matter of routine practice as well as in keeping with industry standard, occasionally, a current client is paired with a prospective client in the...

interest of providing their perspective on doing business with our company.  At the time this information was shared, again solely as a client reference, we were unaware that the individual was an investor looking for properties to potentially purchase themselves or within their network of investors.  As the respondent to the complaint, I would state that this is the first occasion upon which something of this nature has occurred.  Upon learning of the issue, we notified this individual that the contact was improper and outside the framework for which the introduction was made and to cease contact.  We surely apologize for any inconvenience to our client.- All parties, including those not involved in day-to-day operations, are currently reviewing this client's account to resolve any matters in need of address.  As referenced in the complaint, the matter has moved past the onsite level to the senior level; however, to resolve issues with the account, service and management personnel who handle the minutiae of day-to-day operations must be involved as senior management is not involved i.e. the creation or dissemination of work orders, billing, handling answering questions for individual owners for individual properties as it relates to individual work orders.  Those tasks are typically handled by day-to-day operations staff and we surely apologize for any perception of a lack of willingness to communicate or the speed by which communications have been shared.  Our goal is the same as that of the client which is reliable service for their asset as well as them and their tenants.- As a general rule, maintenance is not billed at the exact time of the delivery of service as with businesses that are point of sale i.e. retail.  Service personnel have to submit completed work orders which are then billed to an owner account and, in addition, statements for material suppliers have to be reviewed to assign material costs to the appropriate owner account.  This reality, unfortunately, can skew the perception of a valued client into thinking that service was not delivered, not delivered on the date specified, or an error in billing occurred when, in reality, we are simply billing for service performed at the earliest opportunity.- The first item for which our client is requesting a credit is not for addressing a threshold issue in entirety; a substantial part of this work order, as stated on the owner's statement, is for rehanging 2 doors in the home at the request of the tenants.  Hence, issuing a $200.88 credit for service performed in the context of our management agreement as well as service not covered within the home warranty referenced by the client in their complaint does not seem to be an equitable solution.- The second item for which our client is requesting a credit is also not for addressing a threshold issue in entirety; a very substantial part of this work order, as stated on the owner's statement, is for changing locks on both the front and back doors as the backdoor lock was not functioning properly.  Keyed both with same key for tenants.  Repaired screen door closer and chain, repaired bedroom closet door, repaired bedroom entry door, patched hole, and repaired threshold plate for bedroom.  It is important to note that for all service calls, there is a $70 trip charge; a trip charge for service is both an industry standard and typical for maintenance service.  In addition, our labor rates have been shared, in writing, on the owner orientation package received and both signed and initialed by the client; this specific information is found on page 16 (please see attached).  Hence, issuing a $376.92 credit for service performed in the context of our management agreement as well as service not covered within the home warranty referenced by the client in their complaint does not seem to be an equitable solution.- Regarding contacting family members or otherwise contacting the client for every piece of maintenance delivered, respectfully, is outside anything that was ever promised verbally or in writing and is not implied or promised within the signed management agreement (please see attached).  Section 3D of the agreement signed, and hence agreed to by the client, calls for "The Agent shall contract for or undertake the making of all necessary repairs and the performance of all other necessary tasks for the benefit of the property including all required alterations to properly carry out this contract.  Agent shall make diligent effort to notify owner of any estimated expenses or repairs that may exceed $500 excluding emergencies.  Owner acknowledges that Agent may receive compensation for services".  This is the entirety of the language and there is nothing specified implicitly or explicitly about the necessity for getting permission from the client for all service delivered, the owner designating parties outside our organization for service, or any vehicle for the delivery of service outside those things covered within a home warranty.  We are happy to do our best to accommodate our clients but the items requested by the client, in this instance, are of such a logistical and operational encumbrance that our management agreement is specifically written in such a manner so as to avoid the substantial increase in workload and increased opportunity for errors without any operational consistency which is created by a system which allows every individual owner in a portfolio of clients to determine, with no application of ubiquitous standards, the manner by which or dollar amount of service provided.  In short, this is the scenario we are trying to avoid by having all clients sign the same management agreement and, in large part, it is intended to allow us some operational efficiency meant to allow for a consistent level of service for all clients.- Regarding a the use of a fairly inexpensive part or a repair and what would seem the expectation that the part would be the only charge, this is, very respectfully, an erroneous methodology of evaluation.  Even in stipulating solely for the purposes of demonstration, a $10 part would also necessitate a $70 trip charge to make the repair plus the billable labor including time in transit.  At $58/hour for standard (not licensed/skilled labor) + $70 trip charge + $10 part, this brings us to $138 + applicable sales tax.  We would again state that the request of a credit for services performed at the request of a qualified renter paying appropriate market rent for the home of this valued client in keeping with our management agreement, signed and initialed by the client is not an equitable solution.- In reference to the expectation of a quote for all work performed in advance of the service performed, this would defeat the purpose of having a service team in place.  The goal of this service team is to provide more prompt, efficient, consistent service by personnel who follow consistent processes, use company equipment, and we are certain have had full background screenings.  In total, these individuals under the company flag are paid to provide maintenance care for our properties under management.  We cannot, nor could any company, afford to pay service personnel to work and have those same personnel not work to offset what they are paid because we are, in essence, gathering bids to compete against ourselves.  Additionally, it would not seem to be economical for a client to pay us at least an additional $70 simply to travel to a property but then not perform any work but, rather, would be better served to simply have us deliver service at the time of visiting the property based on the tenant's service request.  Finally, the problem with asking for bids in volume from vendors and then not consistently awarding them the work is that, in times when those vendors are needed, they will either be slow to respond or completely unresponsive and taking the time of a party who is only paid when they work and then not providing that work will only serve to sully relationships.  We try to reserve bidding jobs outside our company umbrella for those matters which are of very high likelihood to be awarded to a contractor for specifically this reason: To maintain our valued contractor and vendor relationships as a business.- Regarding the communication piece, we are regretful for any breakdown in communication and are taking steps to improve the quality of communication with our clients including: Improvement to our phone system, increasing the conduits available to answer phones including two (2) outsourced answering services to direct calls, additional staff to provide for more personalized service, value added service programs to enhance client service, and increased training.As a whole, we value this client and all our clients and are in the process of reviewing their account regarding any credits they have requested.  While we may not agree, we do value their perspective(s) and business and will do our best to extend the proverbial olive branch and restore both their confidence and peace of mind.