Details Property Management

Please see the attached response to the complaint as well as the supporting documentation referencedSeptember 2, To: Revdex.com From: Details Property Management by Heidi H [redacted] , Designated Broker Re: Complaint [redacted] by [redacted] & [redacted] This is a complaint from a tenant regarding charges to their security deposit and contains no actual evidence of wrong doing or bad business practices by Details Property ManagementThe facts are as follows: The lease term was 8/8/14-8/7/The tenants turned in keys on July 10, A move out inspection of the property was completed by Heidi H [redacted] on Tuesday 7/14/Landlord tenant law requires “a full and specific statement of the basis for retaining any of the deposit within fourteen days.” This was mailed to the tenant on July 16, (see attached [redacted] Sec Dep 071615)Since it was not possible to have all of the work completed with actual invoices received by that date, estimates from vendors were usedThis is a common industry practice since not all work can always be completed within the required days(See Resident Handbook pg 18-addressing move out charges and estimates)The tenants sent an email on July 21, requesting additional informationThey were informed that we have a review process and sent the request for review that same dayThey sent a lengthy email demanding additional information on July that was received on July They were informed on July that a response would not be possible until after July due to an absence in the office from a vacationA response was sent to the tenants on July 31, addressing each of their items along with actual invoices and photos showing the condition of the property at move out vsmove in(See attached Sec Dep Response, Essex Photos and Essex Invoices.) At the time this response was emailed to the tenants we did not realize that they had also requested a formal reviewWe thought it was just the lengthy email of items that we had addressed so they were sent the Request for Review a second timeOn August 7, the tenants informed us that they had already submitted the request for review so the information was compiled and sent to the review committeeThe tenants did not submit any further evidence for the committee to review outside of their email of concerns (ie no pictures or hard evidence to dispute the items charged)The committee was not able to meet and complete their recommendation until Friday, August 20, The response was forwarded to the tenant on August 24, (See attached Essex Review Response.) The committee is comprised of licensed real estate Brokers who are not associated with Details Property ManagementAs far at the items that were charged to the tenant we have invoices showing that these were actual items paid to vendors as required by landlord/tenant law? Cleaning: The invoice was provided to the tenant as well as an itemized list of the areas cleaned were given to the tenant on the response sent 7/31/There are pictures documenting these items that were given to the review committee in addition to the notes made on the Property Condition Report(See attached Resident Handbook pg 18-given to tenant at move in outlining possible move out charges.) ? Yard Clean Up: The email from [redacted] documenting the amount charged is the invoice this vendor usesThe tenants were given a copy of this and they were sent pictures on 7/31/to help explain why the work was orderedThere are other photos documenting the yard condition as well as the pet waste in the yard (fenced back yard)The Yard Care Agreement signed by the tenant states “Resident is responsible for maintenance of all landscape and shall irrigate and maintain any surrounding grounds, including lawns, flower beds, planter boxes, trees and shrubbery, and keep the same clear of rubbish or weeds,” and in Paragraph “Weed flowerbeds and/or planter boxes regularly and trim edges if necessary to maintain a neat appearance.” The Pet Agreement & Addendum clearly states in paragraph 6a“Resident agrees to clean up and properly dispose of any pet excrement anywhere on the Premises ” (Attached Resident Handbook pg that the tenant was given at move in addressing yard care.) ? Carpets: The carpet cleaning was written in their lease agreement as well as being documented by photos and noted on the condition reportBecause the owners opted to replace carpeting in one of the bedrooms the amount charged was less due to one less room being cleanedPlease see paragraph 10con page of on the Lease Agreement provided by the tenant which states “The premises shall be returned to Landlord with plain carpets which must be professionally cleaned (receipts of such professional cleaning shall be provided to Landlord)”The tenants were reminded of this requirement in the move out letter that was sent on 6/19/(copy submitted by tenant)There was a difference in the original estimate from the vendor and the actual invoice that was paidThe tenants were refunded this differenceThe tenants were allowed to vacate early despite the fact that the notice given was not in compliance with the lease or landlord/tenant lawThey were not charged additional rent or any break lease fees as the Lease Agreement allowsThe assertion by the tenant that “this shoddy unprofessional behavior/communication makes clearly evident that MsB [redacted] was upset by our early termination (although contractual and approved by another Details Management Employee) and was determined to get her money even if it made Details property Management look inept” is falseIf that was the case they would not have been allowed to vacate early without penalties or rent dueThey also would have been charged for all the rooms in the house to have professional carpet cleaning as required by the lease regardless of plans for replacementThe amounts charged were for actual invoices paidNo money was given to the owner of the property or kept by Details Property ManagementThe tenant has submitted no actual evidence to support their claimsThey have only made accusations in their emails and now in this complaintAll of the work that was ordered and completed is backed up by photo evidence and move out notes taken after the keys were turned in and clearly within the state statutes regarding security depositsWe have gone above and beyond in communicating with the tenants to answer their questions regarding the charges to their depositThe original Security Deposit Disposition mailed on 7/16/is all that we were legally required to doWe have responded via email, sent photos and had an outside review committee look at the evidenceThe charges to the tenant were warranted, documented and legalAttached items: ? [redacted] Sec Dep ? Response: Sec Dep Response, Essex Photos, Essex Invoices ? Essex Review Response ? Resident Handbook Exerpts: Pg 10, Pg 18- ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Please see the attached response to the complaint as well as the supporting documentation referenced. September 2, 2015 To: Revdex.com From: Details Property Management by Heidi H[redacted], Designated Broker Re: Complaint [redacted] by [redacted] & [redacted] This is a complaint from a...

tenant regarding charges to their security deposit and contains no actual evidence of wrong doing or bad business practices by Details Property Management. The facts are as follows: 1. The lease term was 8/8/14-8/7/15. 2. The tenants turned in keys on July 10, 2015. 3. A move out inspection of the property was completed by Heidi H[redacted] on Tuesday 7/14/15. 4. Landlord tenant law requires “a full and specific statement of the basis for retaining any of the deposit…within fourteen days.” This was mailed to the tenant on July 16, 2015 (see attached [redacted] Sec Dep 071615). Since it was not possible to have all of the work completed with actual invoices received by that date, estimates from vendors were used. This is a common industry practice since not all work can always be completed within the required 14 days. (See Resident Handbook pg 18-20 addressing move out charges and estimates). 5. The tenants sent an email on July 21, 2015 requesting additional information. They were informed that we have a review process and sent the request for review that same day. They sent a lengthy email demanding additional information on July 22 that was received on July 23. They were informed on July 23 that a response would not be possible until after July 29 due to an absence in the office from a vacation. 6. A response was sent to the tenants on July 31, 2015 addressing each of their items along with actual invoices and photos showing the condition of the property at move out vs. move in. (See attached Sec Dep Response, Essex Photos and Essex Invoices.) At the time this response was emailed to the tenants we did not realize that they had also requested a formal review. We thought it was just the lengthy email of items that we had addressed so they were sent the Request for Review a second time. 7. On August 7, 2015 the tenants informed us that they had already submitted the request for review so the information was compiled and sent to the review committee. The tenants did not submit any further evidence for the committee to review outside of their email of concerns (ie no pictures or hard evidence to dispute the items charged). 8. The committee was not able to meet and complete their recommendation until Friday, August 20, 2015. The response was forwarded to the tenant on August 24, 2015. (See attached Essex Review Response.) The committee is comprised of licensed real estate Brokers who are not associated with Details Property Management. As far at the items that were charged to the tenant we have invoices showing that these were actual items paid to vendors as required by landlord/tenant law. ? Cleaning: The invoice was provided to the tenant as well as an itemized list of the areas cleaned were given to the tenant on the response sent 7/31/15. There are pictures documenting these items that were given to the review committee in addition to the notes made on the Property Condition Report. (See attached Resident Handbook pg 18-20 given to tenant at move in outlining possible move out charges.) ? Yard Clean Up: The email from [redacted] documenting the amount charged is the invoice this vendor uses. The tenants were given a copy of this and they were sent pictures on 7/31/15 to help explain why the work was ordered. There are other photos documenting the yard condition as well as the pet waste in the yard (fenced back yard). The Yard Care Agreement signed by the tenant states “Resident is responsible for maintenance of all landscape and shall irrigate and maintain any surrounding grounds, including lawns, flower beds, planter boxes, trees and shrubbery, and keep the same clear of rubbish or weeds,” and in Paragraph 3 “Weed flowerbeds and/or planter boxes regularly and trim edges if necessary to maintain a neat appearance.” The Pet Agreement & Addendum clearly states in paragraph 6a. “Resident agrees to clean up and properly dispose of any pet excrement anywhere on the Premises…” (Attached Resident Handbook pg 10 that the tenant was given at move in addressing yard care.) ? Carpets: The carpet cleaning was written in their lease agreement as well as being documented by photos and noted on the condition report. Because the owners opted to replace carpeting in one of the bedrooms the amount charged was less due to one less room being cleaned. Please see paragraph 10c. on page 4 of 7 on the Lease Agreement provided by the tenant which states “The premises shall be returned to Landlord with plain carpets which must be professionally cleaned (receipts of such professional cleaning shall be provided to Landlord)”. The tenants were reminded of this requirement in the move out letter that was sent on 6/19/15 (copy submitted by tenant). There was a difference in the original estimate from the vendor and the actual invoice that was paid. The tenants were refunded this difference. The tenants were allowed to vacate early despite the fact that the notice given was not in compliance with the lease or landlord/tenant law. They were not charged additional rent or any break lease fees as the Lease Agreement allows. The assertion by the tenant that “this shoddy unprofessional behavior/communication makes clearly evident that Ms. B[redacted] was upset by our early termination (although contractual and approved by another Details Management Employee) and was determined to get her money even if it made Details property Management look inept” is false. If that was the case they would not have been allowed to vacate early without penalties or rent due. They also would have been charged for all the rooms in the house to have professional carpet cleaning as required by the lease regardless of plans for replacement. The amounts charged were for actual invoices paid. No money was given to the owner of the property or kept by Details Property Management. The tenant has submitted no actual evidence to support their claims. They have only made accusations in their emails and now in this complaint. All of the work that was ordered and completed is backed up by photo evidence and move out notes taken after the keys were turned in and clearly within the state statutes regarding security deposits. We have gone above and beyond in communicating with the tenants to answer their questions regarding the charges to their deposit. The original Security Deposit Disposition mailed on 7/16/15 is all that we were legally required to do. We have responded via email, sent photos and had an outside review committee look at the evidence. The charges to the tenant were warranted, documented and legal. Attached items: ? [redacted] Sec Dep 071615 ? 073115 Response: Sec Dep Response, Essex Photos, Essex Invoices ? Essex Review Response ? Resident Handbook Exerpts: Pg 10, Pg 18-20
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: 10794531I am rejecting this response because:Details Property Management appointedcommittee did not meet on our Request for a Secondary Review of SecurityDeposit Disposition until 22 business days of our submission of the request.Details Property Managements form states that the former tenants will receive aresponse within ten days of submission. They state in their response to the Revdex.comthat the committee could not meet until then. I had been sending eMail requestsasking when we would receive a response. Wouldn't it have been good business toreply that the 'committee' still had been unable to meet?We did not receive the committee's review until once again I emailed DPM andasked about it on August 26, 2015. We received their response that same day.In our security deposit refund there was no mention that any of the chargeswithheld were 'estimates'. It was only after I addressed this via eMail withDetails Property Management that that became their reason that the date of thecleaning was after the date of our check.See #6 of DPM's response to the Revdex.com.          6. A response was sent to the tenants on July 31, 2015 addressing each of theiritems along withactual invoices and photos showing the condition of the property at move outvs. move in. (Seeattached Sec Dep Response, Essex Photos and Essex Invoices.) At the time thisresponse wasemailed to the tenants we did not realize that they had also requested a formalreview. Wethought it was just the lengthy email of items that we had addressed so theywere sent theRequest for Review a second time.          NOTETHAT ON JULY 31 they state that they did not realize we had requested a formalreview. In #7:          7. OnAugust 7, 2015 the tenants informed us that they had already submitted therequest forreview so the information was compiled and sent tothe review committee. The tenants did notsubmit any further evidence for the committee toreview outside of their email of concerns (ieno pictures or hard evidence to dispute the itemscharged). NOTE THAT WE HAD TO INFORM THEM THAT WE HAD SUBMITTED A REQUEST FOR REVIEW.DPM spent $652.20 of our security deposit but will not provide us with adetailed receipt of what work was completed, how long it took. Just two verysimple eMails addressed to [redacted] - not to Details property Managementor our Property Manager Heidi H[redacted].The $150.00 we were charged for cleaning remains unsubstaintiated. No photos.'Sticky spot on refrigerator, ...................' What was the charge perhour, what duties completed?Details Property Management's reply to the Revdex.com did notanswer or resolve any of our questions or concerns. We have spent over a monthand many, many hours trying to get answers. The reason we don't receive one?The charges, especially the grounds charges and cleaning are unfounded. The reply submitted to the Revdex.com states that they have gone above and beyond incommunicating with the tenants................ We wish that statement weretrue.Please see original complaint.[redacted] and [redacted]Sincerely,[redacted] & [redacted]