Crown Property Management

In answer to the Hot Tub situation the Hot Tub was not working at the time we assumed ManagementThis was noted on our take over paperwork and the hot tub was not used at anytime [redacted] approved a Tenant to try and repair the hot tub but the Tenant opened up the panel and decided the repairs were to extensive and beyond his abilityThere are no parts missing to our knowledge or takenThe panel cover was off but was replaced and pictures sent to [redacted] I have attached emails from [redacted] confirming this arrangement and pictures We are sorry we have no written documentation of informing you that the freezer failed and was discardedIt was a very small freezer, not a large one with a replacement cost of around to My information is that when the freezer quit and the meat was spoiled the tenants threw out all, informing [redacted] who in turn informed the ownership verballyWe have no written documentationIt would have been unethical to charge the tenant for a freezer that was broken as we would not have sent out a vendor to repair as advised by our vendor these types of freezers cost more to repair than the value of the freezer Please let me know if you need more informationProperty Management fees are for services to act as Agent for Ownership to the best of our abilityAt no time did Crown not act in the best interest of the client

September 21, 2017RE: Complaint #[redacted]We are in receipt of your letter dated September 7th, 2017 which was received by us via mail on September 12th, 2017.We understand the frustration in not receiving timely notices of rent increases. We strive to ensure rent increase notices reach all tenants...

the month before any increase to allow for planning of the additional cost. In this case we apologize for any confusion created with notice items being sent to a previous address. We are required to send notices to the mailing address we have on file and unless specifically requested by the tenant, our managers are not allowed to change this address based on addresses on checks or other payments. This rule is in place specifically to avoid changing the address to an invalid address as many people pay with checks still addressed with old residences or to a location they do not receive mail. Please remember in the future to notify us of any mailing address changes.We will be happy to remove those increases for this month from your account. The rent increase for each of your units will instead become effective October 1st, 2017. Hopefully this demonstrates our commitment to customer service and that while mistakes may happen from time to time we are happy to address them to keep our customers happy!In regards to the electrical issue mentioned, when the original request was made the on site manager looked into the issue and found all lights were functioning. If there remains a problem we would be more than happy to have it addressed. Please contact the on site manager to arrange a time for the repair. Please feel free to also contact me directly at [redacted] with any additional questions or concerns that you may have.Thank you for your continued business and for the opportunity to correct these items.Ryders Self StorageMichael E[redacted]Property Manager

In answer to the Hot Tub situation the Hot Tub was not working at the time we assumed Management. This was noted on our take over paperwork and the hot tub was not used at anytime. [redacted] approved a Tenant to try and repair the hot tub but the Tenant opened up the panel and decided the repairs...

were to extensive and beyond his ability. There are no parts missing to our knowledge or taken. The panel cover was off but was replaced and pictures sent to [redacted]. I have attached emails from [redacted] confirming this arrangement and pictures.
We are sorry we have no written documentation of informing you that the freezer failed and was discarded. It was a very small freezer, not a large one with a replacement cost of around 100.00 to 170.00. My information is that when the freezer quit and the meat was spoiled the tenants threw out all, informing [redacted] who in turn informed the ownership verbally. We have no written documentation. It would have been unethical to charge the tenant for a freezer that was broken as we would not have sent out a vendor to repair as advised by our vendor these types of freezers cost more to repair than the value of the freezer.
Please let me know if you need more information. Property Management fees are for services to act as Agent for Ownership to the best of our ability. At no time did Crown not act in the best interest of the client.

Review: My name is [redacted] my wife [redacted] and I signed a contract with Crown Property Management on or about October 2010, to manage our property at [redacted]. The agent at the time was [redacted]. We went through the normal process of signatures and house walkthroughs. We had a hot tub which according to the agreement was not to be used by any tenants. We also left a freezer which was approximately 6’x8’. There were other items in the house at the time such as washer dryer, microwave, etc., and these items are currently still there. However, after about two years of Crown Property managing our home, [redacted], a Crown Property Agent contacted me via phone and said a tenant (worked at a hot tub store) wanted to fix and use the hot tub, and if so, he was going to take it with him when his contract was up. I agreed, although knowing what the hot tub needed, I asked [redacted] to let me know specifically the issues. That was the last time I heard anything about a tenant and the use of our hot tub. On or about April 15, 2015, my wife and I visited our property at [redacted]. We noticed a panel missing off the hot tub, and our freezer in the garage missing. We immediately contacted Crown Property. Crown property responded with several emails indicating they had given previous tenants the authorization to remove parts from the hot tub. They have placed the panel on the hot tub, however, the parts are still unaccounted for. They refuse to provide any information regarding where the missing parts are or who the tenants are that have taken them. We have made numerous requests via email and telephone. Crown Property Management refuses to [redacted]ate with the investigation of the parts. In addition, Crown Property Management did acknowledge in the emails they had the freezer “hauled” away. We have asked for documentation related to this as well. To date, they refuse to provide any evidence that there was ever a problem with the freezer and/or how the freezer was “hauled” away. It is unethical to management property, collect fees and fail to comply with the contractual agreement. According to the contract, our property should have be returned in the same condition it was in when we entered into the contract. It was not and Crown Property Management blatantly refuses to take responsibility for this error even though they have admittedly given permission for tenants to take our property.Desired Settlement: Crown Property Management will provide documentation of the actions they took with regard to the hot tub and freezer. They should provide compensation for the parts that were taken and replace the freezer.

Business

Response:

In answer to the Hot Tub situation the Hot Tub was not working at the time we assumed Management. This was noted on our take over paperwork and the hot tub was not used at anytime. [redacted] approved a Tenant to try and repair the hot tub but the Tenant opened up the panel and decided the repairs were to extensive and beyond his ability. There are no parts missing to our knowledge or taken. The panel cover was off but was replaced and pictures sent to [redacted]. I have attached emails from [redacted] confirming this arrangement and pictures.

We are sorry we have no written documentation of informing you that the freezer failed and was discarded. It was a very small freezer, not a large one with a replacement cost of around 100.00 to 170.00. My information is that when the freezer quit and the meat was spoiled the tenants threw out all, informing [redacted] who in turn informed the ownership verbally. We have no written documentation. It would have been unethical to charge the tenant for a freezer that was broken as we would not have sent out a vendor to repair as advised by our vendor these types of freezers cost more to repair than the value of the freezer.

Please let me know if you need more information. Property Management fees are for services to act as Agent for Ownership to the best of our ability. At no time did Crown not act in the best interest of the client.

Review: I have moved over 13 times in my life, and this is hands down the worst "Land lord" I have ever had. The only problems fixed where ones that they legally had to fix within 24 hours (IE major plumbing issue). After a major wind storm hit the area in January 2013, I notified the company that the fence had fallen over and was not completely on the ground since it was resting on the neighbor's stuff. The neighbors pushed the fence back into a semi-upright position. I moved out in June, and despite many complaints that the fence was never fixed, it is still in it's semi-upright position. With the start of the new summer, it was time to turn the underground sprinklers on. I notified the company that the sprinkler box was not working and I was unable to turn the sprinklers on. Despite many complaints over months, I moved out and the problem had not been fixed. I bought a house, and ended up moving out before my lease was up. I went to the rental property to move some more items while still in my lease, and they were showing my house without notifying me. Now, it is July 11th, 2013, and I had my final walk through inspection June 30th. I still have not received any notice about how much of my security deposit I am to receive back, or the justification about why money is being held, if it is to be held. Do yourself a favor and DO NOT RENT from this company, or use it to manage your property. I feel bad for the owner of the property.Desired Settlement: I want my notification of what amount of my deposit is being withheld, along with why,and my deposit money. I also want the company to be reminded of the tenant laws such as needing 24 hours notification prior to them entering the property.

Business

Response:

Dear Revdex.com,

We have spoken with this tenant and with the manager of the property and below is our findings in response to the complaint ID #9618439.

- Response

As stated within the complaint every repair required by the WA Tenant-Landlord act was succesfully completed within allowable time frames. The other repair items mentioned each have additional information relating to the specific problem and although items may be recomended to be repaired, not all are required and are subject to owner approval.. The Fence that was knocked over in January was addressed with the owner immediately and due to questions about the ownership and responsibility of the fence between the owners and neighbor the repairs were delayed much longer than usual. The sprinkler control box did indeed warrant repairs but as directed by the tenant at the time of first notice " I can turn the sprinklers on manually and since I am definetly moving out as soon as possible do not worry about fixing it now." The manager took this statement to heart and although she notified the owner did not push the repair to the sprinkler controls until the time of move out. Although these repairs were completed slower than we would usually prefer the completion of all repairs not required by law are subject to owner approval and repair times differ with each individual property. We apologize if the tenant felt that her requests were not being dealt with satisfactorily but we can assure you that during the entire process we were aware of the needed repairs and were working diligently to gain owner approval. As she mentions in the complaint all items required by law to be repaired were handled quickly and completely.

Further in regard to her objection of showing the home with no notice we contend that this was never the case. The manager of the property was instructed by the complaintant to text noitce to her mobile phone as the best way to notify her of any scheduled showings. This was completed with 24 hours notice every time possible and the home was shown with less than 24 hour notice only when confirmed by the tenant.

Finally in regards to the Security Deposit Settlement. As stated in her complaint the tenant moved out on June 30th. Tenant law specifically states that the Landlord has to provide a statement detailing any use of the security deposit as well as any remaining balances within 14 days of move out. Her settlement was completed on July 11th including a detailed statement explaining any amounts withheld as well as a check for the remaining balance. This was completed well within the timeframe prescribed by law and we feel that it was handled an a fair and proffesional manner.

- Requested Settlement

1. As stated a security deposit settlement has been sent out to the tenant along with a check for the remainder of the funds.

2. We believe that we have complied with all Landlord-Tenant law in all facets with the tenant and will further ensure that each of our managers are reminded of the importance of these laws.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9618439, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The management company has fabricated two lies in their response. The first one was the "statement" from me that they put in quotations. I did verbally tell Sue, my specific propety manager, that I was able to manually water the lawn until the sprinkler box could be fixed, but NEVER SAID WHAT THEY QUOTED ME AS SAYING. I have kept all email transactions between myself and Sue, and this was never once mentioned in any email. The biggest and most concerning lie is that they state they gave me 24 hours notice every time before showing the house. They did not. I had not given keys back to the management company, and was still paying rent for the property. I happened to go to the rental house and saw that Sue had people in the house showing it. WITHOUT ANY NOTICE TO ME. Once I complained, Sue began to send me text messages stating when she would show the property, but sometimes it was still less than 24 hours notice.

And this reminded me of the time Sue gave me notice that she was going to inspect the house to ensure that I was maintining the property. I had to work the day of the inspection. The inspection was in the early morning. I didn't get off work and get back to the renal property until approximately 8pm that night and found the front door wide open. Sue had locked the door and did not close it. By my approximations, the front door had been wide open for over 8 hours, in the middle of winter, letting my heat out, and endangering my property. I have email proof of this happening, as I complained to Sue and received an apology.

I did receive my security deposit. That matter is resolved. But the fact is that they did not give me notice that the were showing the house. This is concerning to me. My rights were violated. And I do not appreciate that they quoted me to say something that I did not.

Regards,

Kimberly May

Business

Response:

Revdex.com,

I apologize if the compaintant feels that I have misrepresenting the facts of her complaint but I can only speak to what has been presented to me regarding this matter by the property manager of the home. That being said I also apologize that the complaitant did not recieve notice as to showings being done at her rental home. Regardless of whether or not the manager feels that she informed the tenant properly it is important to us that the renter also feels that any inspections or showings are given adequate notice and that communication is open and regular. As stated in my previous response we will focus our efforts on ensuring that all of our managers are aware of how important it is that renters feel they are notified properly about showings and inspections.

Regarding the incident involving the front door being left unlocked I can assure you that this was an unfortunate accident and one that we strive to never have happen. I would like to extend to the complaintant my apology along with the one she recieved from our manager.

We are pleased that she has recieved her deposit settlement and is satisfied with the accounting. If there is anything more that we can do to help resolve this issue please feel free to contact me directly at [redacted].

Sincerely

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9618439, and find that this resolution is satisfactory to me.

Regards,