CW Francis Real Estate

Review: I am currently renting a property from CW Francis. Originally I paid my deposit in March and was told that I had to wait for my apartment to be finished because the bathroom at the property was not completed at the time that I had paid the deposit. I agreed and decided to wait. It took three months to complete the bathroom which I thought was a ridiculous amount of time but I didn’t give a fuss due to I rather have the issue fixed before I moved in. On June 1st I moved in everything SEEMED put together until I got to the bathroom, living room, and later my mailbox. My front living room door was held together with cardboard, when trying to open the door the whole thing fell off the hinges and upon further inspection it was cardboard holding the door together. The flooring in the bathroom looked horrible it didn’t even connect to the back of the wall it stopped about an inch from the wall. I went to touch the wood and it was so flimsy like water had been soaking into the floor. I contacted CW Francis many times left voicemails never had gotten a response. Finally I had spoken to [redacted] the second in charge and she was so rude and lacked customer service that I felt it pointless to even discuss the issue with her. On June 26th the tenants below me advised me that a water bubble had formed in their ceiling and I reached out to CW Francis luckily got a response, the advised that they would send the same person who had done the floors the first time incorrectly back out to review the floors. The maintenance man comes out and looks at the floor and says well I take responsibility for the flooring because I am the one who did it. That is all that was said, he did fix the other issues that I had raised such as my living room door. No one from CW Francis followed up or anything in regards to the flooring, I had to reach back out on July 6th and the conversation that had taken place on that day was me coming to my wits end with the lack of customer service. I was advised that my issues were not being fixed due to the passing of a cat which led the Property manager to be out for 3 days! It was only one person working and who was [redacted]. [redacted] advised me that [redacted] did not pass on any information that was given and somehow someway she never received any voicemails on her phone that I had left. I made it very clear that this issue has been going on for almost 4 weeks and nothing has been done. The next day [redacted] and the maintenance man came back out to basically tell me the same thing “they are working on it” they don’t know when it will be done could not give me a date and time but it would be soon. I was told someone would could cut a whole in my floor to see where the leak was coming from that did not happen, the plumber came and cut a hole in the tenants below me ceiling and advised us that the flooring was rotten and that the water was coming from water being kicked out of the shower and going to the floor that was not connected to the wall and had been so for a while. The gentlemen then called [redacted] and from the conversation they were having she was still trying to do the minimal instead of just fixing this ongoing issue all she wanted to do was basically cut the corner out and just replace that corner of the floor. He advised her several times that the whole thing needed to be done a new floor and ceiling, even after he came no follow up call or anything nothing. This experience with this rental company has been the absolute worst and unfortunately reflects badly for the owner of the property in which I have also expressed my issues with him. This company advised me that they have one plumber/maintenance man for over 300 properties and only two associates ([redacted] and [redacted]) that work the office Monday through Friday. So on 7/13/16 another visit was conducted at the place to measure the floor and that is all so out of the 4 visits to my home since June all that has been done is measurement to my floor. And to put the icing on the cake I do not have a proper mailbox that locks in which the mailman will not leave my mail due to my mailbox not locking in which I discussed this issue with [redacted] back in June in which she never followed up with me nor did she fix the mailbox to this very day! I’m tired of the pointless visits diagnosing what we already know is wrong. I was advised that this issue could be fixed in one day and here we are going on a month. I have wasted time and money and had to have family members come supervise because of the constant ins and outs with nothing being fixed. The maintenance man told me yesterday to give trash bag and tape the below tenants because this was his first time off early and he wanted to go out to eat and honestly I can’t blame him if he is the only contact for 300 properties. I just want my home to be safe and honestly I do not feel that it is. I'm scared to even take a shower because the floor feels weak and I don’t want it to cave in. I just find it ridiculously crazy that I was made to wait for 3 months for a bathroom to be finished and this is the biggest problem in the house. I am expected to pay rent on time I expect for problems to be solved in a timely fashion. I don’t know what else to do.

Business

Response:

I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive to promptly resolve any issues that may arise. We have been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Wednesday, April 6, 2016- The Tenant was shown the lower unit of this building. This apartment was recently renovated and ready for move-in. Friday, April 8, 2016- Tenant submitted an application. Tenant inquired on the upper unit. We explained that it was vacant but not for rent. The upper unit was not renovated and was not yet scheduled for such work. It could be a couple of months to get all of the contractors. Tenant insisted that she would wait. She was not in a lease and was currently living with her mother so there was no rush. She absolutely wanted that apartment building and wanted the upstairs. We reluctantly agreed. Tuesday, April 13, 2016- After approval of the application, we contacted a Maintenance Contractor to schedule renovation of the upper unit and contacted a contractor for the tub to be refinished. Wednesday, April 20, 2016- Tub Contractor refinished the tub. We contacted the Maintenance Contractor to inform of progress. We contacted a Contractor to refinish hard wood floors. Wednesday April 27, 2016- Maintenance Contractor cleaned out the apartment in preparation for the hardwood floors to be refinished. Thursday, May 5, 2016- Contractor refinished all of the hardwood floors. We were advised not to walk on it until at least Monday, May 9, 2016. Tuesday, May 10, 2016- Maintenance Contractor started painting and measured for kitchen cabinets, new sink, and faucet. Friday, May 13, 2016-May 15, 2016- Maintenance Contractor installed all new cabinetry, kitchen sink, faucet, and new bathroom sink. Monday, May 16, 2016- Maintenance contractor informed that while installing the new sink, the bathroom floor looked bad. He would fix it putting in new vinyl. Spoke with Tenant and informed that she could move in May 20th or whenever she was ready. Friday, May 27, 2016- Tenant signed lease and moved into the apartment. Tenant called because she could not get the window AC to work. I went after closing to see if we could get it going before the holiday weekend. If not, we would have a better idea if it was an electrical issue or if it would need a new unit. The AC started working. Friday, June 3, 2016- Tenant filled out the move-in inspection. The only mention of a floor issue was that the bath vinyl was not glued down. Tuesday, June 14, 2016- Tenant called and reported a few maintenance issues including that the apartment door was dragging on the newly finished hardwood. We contacted the Maintenance Contractor. Thursday, June 16, 2016- Maintenance Contractor repaired issues. The Contractor leveled the door using a shim. The Contractor also left his number and told the Tenant to call if anything continued to be an issue. Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we needed to have a plumber see if there was water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th. We notified Tenant that the Plumber would be out. Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble got worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. The Tenant was present and we told the Tenant that we asked the lower unit to inform us should the bubble get worse. We needed to be sure that the leak had been taken care of and then we would schedule to have the floor repaired. If it was all resolved, the owner wished to have the Maintenance guy come back to repair the floor and complete the vinyl job correctly. We also informed the lower Tenant that we would repair the ceiling, but needed to first be sure that the leak had been repaired. The upper Tenant pointed out the door hinge to us. The owner agreed that it was just a shim to level the door. It did seem to need further adjustment and the Maintenance Contractor would do this. June 29, 2016- Contacted the Maintenance Contractor for a list of minor repairs at the whole property. He was booked and said would get to it asap. He had the Tenants information. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping, when it was noticed, and such relevant questions to relay to the Plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the 4th and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. As we keep a running record of our messages. This was the first that I was hearing of this issue and we would take care of it. I contacted the Plumber to inform them of this issue. I then contacted the Maintenance Contractor to see when it would be worked in. He apologized that he was behind due to missed time from work after the holiday for a personal emergency. He contacted the Tenant and set an appointment after hours at 7pm on that Friday, July 8, 2016. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber later notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. The Maintenance Contractor completed the list of items as scheduled and again left his number for any issues. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling would have been placed there. The previous Tenants never had any issues with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper Tenant used the shower. The accumulation of water on the floor had soaked through the subfloor. This was not a fix that can be done easily and we needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants from the lower unit had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other upper Tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at that time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor was reminded about the mailbox which he had taken the lock for repair. Thursday, July 14, 2016- The Maintenance Contractor installed the mail lock. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions. Thank you, [redacted] Property Manager CW Francis Real Estate [redacted] ###-###-#### Realtor Licensed in VA Equal Housing Opportunity

Consumer

Response:

In response to CW Francis, I have to disagree with the response. I don’t understand why they would say they were reluctant to give me the apartment seeing that wasn’t discussed AT ALL when the property manager advised me I could bring my deposit down to the office to secure it after being approved. I still was not satisfied with CW Francis customer service it was in fact horrible. They say that they made every effort and attempt and if that is true , the actions they conveyed did not show me at all. I feel that my apartment as well as the downstairs apartment was both ignored and it still feels that way to a certain degree. I would not make up a comment saying that the property manager was out for 3 days because of a cat, which would be frivolous; I only knew that information because it was told to me, but that is neither here nor there. Also, on the 13th I did not tell the maintenance man to just give me the supplies, I asked him was he going to stay until 6 pm because I had been in communication with the downstairs tenants he advised me that no he could not stay until 6 because it was his first night being able to get off early and he wanted to go to [redacted] with his family. He then handed me the supplies (trash bags and tape) and said I could give it to them. So what was stated in CW Francis response is definitely not the truth, and I don’t understand how she could say that seeing that she was not there when the conversation had taken place. Anyhow, on July 25 the contractors did come out and redo the flooring I am satisfied now that the flooring is completed and they did do a great job on the floor. Everything is sealed upstairs so hopefully everything will be taken care of as far as the leak. In response to making every effort in to contacting me that is not true it was getting to a point that I didn’t want to even be at the establishment anymore but what could I do? All I ask is to be respected if certain things are required from me (i.e. maintaining the apartment, paying rent on time, being a respectful neighbor) I require for work to be done and calls to be returned or answer without me calling 3-4 times to get a response. All in all, I am satisfied with the work but as I previously stated CW Francis has not given me a great first impression if someone would ask me if I recommended them I don’t think I could confidently. I am glad that the work is completed and hopefully I can have my home back without different people coming in and out.

Regards,

Review: I am currently renting a property from CW Francis. On June 26th a bubble appeared in my bathroom ceiling that apparently was caused from a leak from the upstairs tenants flooring not being completed properly. I reached out on June 27th to the property management [redacted] via email and explained the situation as to what was going on. I did not get a response until 45 minutes before they were going to close and all that was said was that they were going to have someone check the issue out. The next day, the contractor comes out to look at the ceiling and instructs us that if the bubble appears again, to contact the rental property(which the bubble has clearly been there going on 3 weeks now and is spreading). I did just that and spoke with [redacted] the assistant who I must add is very rude and lacks customer service. She stated that she did not know a time that anyone would come out that they would just come. Once again no information given no work being done. Was then told again that someone would come, but at this time no one showed up On July 6th the upstairs tenants above me called the rental property as to make a complaint basically where we were then told we were not getting responses due to the passing of a cat which lead the property manager being out for 3 days. So July 7th [redacted] and the repair man came to the complex basically it was a look around and that's it no work being done. Monday July 11th a plumber comes out to assess the property once again (3rd assessment on the same issue) and cuts a whole in the ceiling and advises us that there is a double ceiling hiding a rotten floor, the ceiling was so wet that all he had to do was punch it and it crumbled. After he assessed he did sweep up the mess that was caused but there is a huge whole in my ceiling that exposes 1) a rotten floor 2)pipes that could be exposed to asbestos (I don't know because no one ever called to say they would cover the whole with something in the meantime) and 3)while in the restroom pieces of the ceiling fell out and hit me in the head in which I have advised [redacted] and she finally stated that she would send someone out which I believe should have been done the first day. All I want is for my house that I am living in to be safe, I don't want to have to keep taking off work to be there for no shows. My time, gas, and money has been wasted and I am aware that I cant get that back. when the plumber came on the 11th of July he told me that this was a job that could be finished in ONE DAY !!!! Its gone on 3 1/2 weeks. Today July 14th was supposed to be the 4th assessment of the ceiling and yet again no one showed after taking time from work and having an aunt sit there for yet another no show. I have only been living in the property for one month and was assured that the issues were taking care of before I moved in. Its like crap is being covered up with paint and plaster to make it look pretty. I'm tired of calling and emailing and getting "I don't know" no one has an eta on when anything can be done. This is my home that I am supposed to feel safe in and I don't. I have been nothing but nice and I feel that my kindness has been taking for a weakness. I just want to be able to have my house be my house and not have strangers coming back in forth everyday for an issue that was said could be solved in one day. Its ridiculous. I am expected to pay my rent on time but I can not get a repair done, I expect the same thing that is expected of me.

Business

Response:

Dear Sir/Madam, I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive promptly resolve any issues that may arise. We have been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. We do not agree with the complaint. We feel like there have been false accusations. We are a relatively small business. We do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for 3 days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we need to have a plumber to see if there is water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble gets worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. We told the Tenant to inform us should the bubble get worse, to let us make sure that the leak has been taken care of and then we would schedule for repairs. We also informed the upper Tenant that we would repair the floor, but needed to first be sure that the leak had been repaired. Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping when it was noticed and such relevant questions to relay to the plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the Monday, July 4, and I was out on the 5th. I had no messages from either apartment upon returning on the 6th. This is the first that I am hearing of this issue and we would take care of it. I contacted the plumber to inform them of this issue. Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling was placed there. The previous Tenants never had any issue with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper tenant uses the shower. The accumulation of water on the floor had soaked through the subfloor. We needed a separate contractor for this issue. Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home. Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit. Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pm. I checked my email. I saw that one of the Tenants had sent an email at 3:35 pm. stating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other tenant at 4:34 pm. explaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at the time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor had left his number should they need anything. Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install. Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, 2016. Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.

Consumer

Response:

In reply to the response from CW Francis I have to refute getting a response in a timely fashion. In my opinion, as I have expressed to the property manager, it felt as if they were running and did not acknowledge the situation in a professional way which lead to a very bad customer service experience. Everything I stated previously was the truth and I have plenty of documents to back that up. On July 17, 2016 I emailed [redacted] and I advised her that a big pieces of the floor had fallen out of the ceiling and that I was upset with the customer service, I did not receive a reply. I waited until July 19, 2016 for a response, I never received one. I ended up having to call the Roanoke Building Code inspector whom came out and accessed the property and took pictures. I advised him of the situation and he seemed to be displeased as well of the condition of the bathroom. I advised him that I had not heard from anyone from CW Francis since July 13, 2016 in which someone was supposed to come out and cover the hole but stated that he could not stay until 6 p.m. because it was his first time getting off early and wanted to go out to eat with his family he would leave the items for us (tape and a trash bag) and that we could put it up ourselves, which was bizarre to me because I did not cut the hole into my ceiling. Finally July 21, 2016 I arrived home and saw [redacted] in the parking lot my fiancé also saw her and was going to talk to but by the time we parked and got out of our car she pulled out of the drive way and went about her way. No acknowledging, no talking, no advising of when work would be done nothing, she just left. My fiancé ended up calling the rental office in which her secretary advised us that she was showing properties to potential tenants, my fiancé asked for a call back. [redacted] finally calls back on July 20th and she spoke with my fiancé first. He expressed his frustrations to her about how he felt as if we were being avoided like our problem wasn’t serious and not important. After seeing that the two were not communicating with each other well I took over the phone call. I expressed to [redacted] that my personal items that I spent my hard earn money on are wet and stinky, pieces of floor are coming through and falling out of the ceiling, and that my floor was soaking wet from leaking water, she then stated that she had gotten contractors that could come out on Monday July 25, 2016 to fix the upstairs tenants bathroom flooring and on Tuesday July 26, 2016 would patch up the ceiling. I asked her why she could not communicate this with me this would have avoided all other measures that had to be taken due to the lack of communication from CW Francis. I also advised her that I was super displeased with the customer service and her response was “Sorry, but it will be fixed.” I waited to reply because I wanted to see the work first and yes the ceiling is covered with a paint that looks is muddy brown but the contractor said someone would come out and paint it white so I am now waiting for that. My ENTIRE bathroom (from the tub to the sink) was covered from debris and chunks of ceiling that had fallen from the ceiling with no clean up afterwards (I also took pictures of this), which I am left to take care of that as well. I am happy that the hole is cleared up but I am not happy with the customer service experience that is something very big for me and I just felt like there were no cares in this situation but they will refute that and claim that they do but the service and action that was given I promise did not exude that.

Thank You,

Review: I recently purchased a home. The home was owned and listed by realtor [redacted] with CW Francis Realtors. I am having an issue with him honoring work that he agreed to complete in the amendment set forth in the purchase agreement. The amendment stated that he would have any outlets 6ft from water replaced with GFIC outlets. There were 2 outlest in the master bathroom that did not get replaced and now the outlets are not working entirely. I contacted [redacted] directly through email. We have corresponded approximately 7 times. I explained to him that he agreed to have this work done by a licensed contractor in the amendment. He has told me they were working when I purchased the home and it was not his responsibility now. I reiterated that he so in fact agreed to complete work set forth in the amendment that was not completed. The uncompleted work was not noticed when myself and my realtor did the final walk through. [redacted] is a realtor, this was his own personal home that he listed and he knows this is a binding contract. He is also a licensed contractor. If this does not get resolved I will take the next step and report him to the National Association of Realtors.Desired Settlement: I am requetsing that Mr. [redacted] have a licensed electrician come out and complete work as promised as agreed to in the amendment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

We are sending an electrician to complete the work.

Review: I have contacted CW Francis by phone and email beginning June 22, 2015 about a mouse problem. They have ignored my calls and emails until I threatened them with a lawyer. They then emailed me and assured me there would be someone out to exterminate no later than August 10, 2015. No one has shown up to exterminate. They have shown no concern for the fact that this is a health concern or that the mice have chew up my belongings. They have refused compensation. I have to wash every pot, pan etc. before I can eat because mice have been all over them. This is beyond unacceptable.Desired Settlement: I want the mice gone, a professional to clean my home, compensation for my time and items lost due to mice.

Business

Response:

I am sending this response in reference to ID [redacted]. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We certainly share in the vision and mission set forth by the Revdex.com. We of course aim to comply and resolve any issues that may arise. We have been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have. Here is the timeline of events:-The first issue with this tenant came about just after a late fee was charged for June 2015’s late rent, which was due on the 1st, was late after the 5th, and was received June 22, 2015. -We were then informed on that date that there was a leak in the guest bathroom and the floor was soft. -We immediately contacted a plumber that day. -They not only repaired a leak that had been occurring over a period of a year unreported, they also had to replace the subfloor, vinyl flooring, install a new tiled shower, faucet and drain. -The tenant stated that it had not been a concern as that bathroom was not really uses and that is why she had not reported it.-We did not hold the tenant financially responsible.-The tenant then said they were inconvenienced by this repair and wanted to move out. -The lease agreement is through 2/29/2016.-On July 16th, we offered to allow early termination with a 30 day notice and a termination fee equal to one month’s rent, which tenant rejected.-Tenant then complained of an odor and said we needed to send someone.-We immediately sent an exterminator to check/treat the house and treat for any issues. They found and removed a decomposing opossum from under the home, which was the source of the odor. -On July 23rd we received an email from the tenant that mice were now an issue.-I spoke with the technician that removed the opossum and entered into a 4-week program contract to remove the mice.-As the tenant had made it known, they must be present for anyone to enter so I made sure the exterminator had the contact information.-I received an email on August 6th that no-one had been there yet, so I spoke with the exterminating supervisor and I was told they could start Monday, August 10, 2015, which I relayed to the tenant. As the tenant had previously instructed, she had to be present for anyone to enter the home, I gave the contact information again to the vendor so that they could arrange a meeting.- On August 13, 2015 exterminating technician met with someone at the property as arranged. He left 10 bait stations and 6 snap traps within the home. He placed them everywhere there was any evidence or thought that mice had been. - On a return visit on, August 20, 2015, technician saw no new evidence of mice, and switched traps around. No traps had been tripped.- August 27, 2015 technician went to check and found a note on the door that they heard mice in a particular area. He again saw that no snap traps had caught anything and the bait still had not been touched. No new evidence of mice found. He has not found any new droppings or evidence within the home. The tech left a note for them to please call him so that they can discuss the issue and he has not received any contact to date. - There as been a little bait eaten from a bait station left outside of the home. As of now, this is the only evidence of anything; however, outside the home is not our issue. - He is scheduled to go back for another check on 9/4/2015.Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions.Thank You,[redacted]Property ManagerCW Francis Real Estate

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] Most of the dates are incorrect and most of the information is incorrect. Please inform Ms that I keep all emails sent and received so be careful of the information she chooses to give you. I complained to an employee that seems to no longer work there when I first moved in about the floor. This bathroom is used all of the time as it is connected to my bedroom and the other one is at the other end of the house. The floor has been sagging since before I moved in. I was unaware of any leak and as stated by the people that repaired it " the leak had been there a very long time". I will be happy to get a statement from the former tenants and from the people that repaired the damage. I am the one that found a leak after two different plumbers were sent to find one and could not. I reported this May 13 not June. The offer of lease termination was not rejected but before I can leave I must find a place to go. Of course this comes with a fee which I am not willing to pay after all of the hassle I have been thru. Three mice were killed in the snap trap. I have pictures of the mouse damage. I also have many pictures of the condition the house was in when I moved in. This company never returns my calls and only returns my emails after I have sent them more than once. In some cases I have to send the emails several times to get a response. As a small example. I sent an email as to the water heater not operating properly and two weeks later it still was not fixed. I sent it again before it got repaired. Please also note that I waited almost two months before they called the exterminator. I also have proof of this because I took a picture of the work order and it has the date they set up the exterminator to come to my house. I complained about the mice on June 22, almost two weeks to the day the exterminator came to look at the house. No work was performed and the next time they called the exterminator was Aug 11. I had about 5 emails asking them to get an exterminator out to my house. There are other examples I can give of other things but as I can tell from their response they are not good people to do business with and I am tired of the lies. [redacted]