Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) This letter, and all attached documentation, is being sent to you in response to a consumer complaint (Case # [redacted] : [redacted] ***) that was received by me at my office on November 2", The complaint was made by a previous tenant for a property managed by our office on behalf of our client who is the owner and landlord of the propertyI have included documentation and email correspondence with this letter to support the response below to [redacted] ***'s complaint Gassen Company takes professionalism and great service to our clients very seriouslyThe emails included with this letter will show that the client was treated with professionalism and always responded to within a reasonable timeline so as to try and resolve any and all issues as quickly as possibleThe complaint states that "our requests for repairs, due under Minnesota Renter's Rights, went unremedied for months at a timeIt took months to replace a broken dishwasher, and it only happened after we spoke to the owner himself." This claim is not accurateAs with all of the properties that Gassen Company manages, permission is required, directly from the property owner/landlord that we represent, in order to approve repairs that will incur a cost above a certain amountThe dishwasher, as is evidenced by the attached emails, was repaired twice in that timeframe by AHS (American Home Shield) at the property owner's request due to the property owner using AHS' appliance home warranty programThe tenant's requested that the dishwasher be replaced and the property owner decided to have it repaired both times that AHS visited the propertyAfter the dishwasher needed to be repaired a 3" time the property owner agreed to replace the dishwasherAll of these repairs and replacement of the dishwasher were conducted as quickly as was possibleUnfortunately, due to the way the AHS is set up, payment of a trip charge is due to the vendor that performs the repair upon completion and the tenants were notified of this ahead of time and were offered immediate reimbursement of any and all charges and/or to deduct the vendor's cost from the rentGassen Company was notified by the tenants, including Mr***, until weeks after scheduled repair dates of any issues with any of the vendors that performed the work at the property and would have taken immediate action to correct any issues once informed The previous tenant, [redacted] ***, goes to claim that "The smoke and carbon monoxide detectors were old and some did not even have batteriesWe had to request many things in writing countless timesOur home was dirty on the outside and we were promised a powerwash in writing, which never happened" which is also not accurateRegarding the request and promise for a power wash by the tenants; a power washing was not promised to the tenantsPrior to the tenant's moving into the property the smoke and carbon monoxide detectors were all in working condition, and the interior of the home was professionally painted and cleanedAs a part of the lease the tenants are given a mocondition report and asked to return this in order to document the condition of the property in order to compare against their move-out as well as to determine any items needing immediate repairThe mocondition report was never submitted back to Gassen Company by the tenants, however, any and all emailed items requesting repair were responded to and resolved if and when the property gave consent, Regarding the tenant's ( [redacted] ***), request for early termination, on September 15", an email conversation between the tenants and the property owner was forwarded by one of the other tenants to Gassen Company about their request to move out earlyThis email was dated August 24, and stated that the tenants could vacate "now" without any early termination fee (after having only lived in the property for months)The tenants did not agree to accept the property owner's offer until September 15" (days later)The property owner made the decision that the offer was no longer valid at that point due to nearly a month having passed by and then stated that the tenants would be allowed to be released from their lease early (months early) with a one month's rent termination fee of $to be deducted from the security depositThe tenants contested this and refused the offer and sent threatening emails for days until the property owner agreed to release the tenants from their lease and agreed to return their full deposit, pending an inspection of the unit after the tenants had vacated the property, barring there were no repairs to be made and that the tenants vacated the property by September 30, The tenants decided to agree to the property owner's terms and move-out date in order to avoid any early lease termination feesThe complaint states that "the management company wanted to keep an entire month's rent as a termination fee if we stayed one day longer", but none of any potential termination fees would have been kept by Gassen CompanyAny and all money paid by tenants including rent fees, deposits, late fees, early lease termination fees, etcare transferred directly to the property ownerIncluded with this response letter are emails to support the information above In regards to Mr***'s issue with the security deposit refund and the money withheld for the repairs and cleaning, attached are pictures to show the damage done to the interior walls of the home (all within months and after the entire interior of the home was professionally painted prior to the tenants move-in) as well as some specific areas that warranted the home be cleaned after the tenants had vacated the propertyAs evidenced by the pictures showing the damage to the walls, there was extensive work that needed to be done in the home in order to repair the walls that had been in perfect condition not more than month's prior to the tenants vacating the propertyThere is no doubt that these repairs are above wear and tear and as a results, and per the lease, the financial responsibility of the tenantThe information and pictures regarding the condition of the property after the tenant's vacated the property was presented to the property owner, The property owner, not Gassen Company, makes all decisions regarding the security deposit refunds and whether or not to withhold any funds for repairs, damages, and/or cleaningThe lease that the tenants signed has a Security Deposit Agreement Addendum which states: "Any determination to withhold all or part of the security deposit is made in the sole discretion of the Owner at the time the move-out inspection is completed by Owner or upon review of the move-out inspection form by OwnerTherefore, Management hereby makes no representations and warranties to Tenant as to owner's decision to withhold all or part of the Security Deposit Any Claims or challenges made by Tenant to Management related to Owner's disposition of the security deposit shall be directed to Owner, as Owner is required to determine the disposition of the Security Deposit." The property owner instructed Gassen Company to have the repairs of the walls (patching and painting) and the cleaning be completed and the costs withheld from the tenant's security depositAs a result of the property owner's decision, the wall/painting repairs and cleaning was scheduled and performed immediately so as to be able to return the tenant's security deposit refund to them within the state required daysFurthermore, the company that cleaned the property was selected specifically because of the cost that was quoted (a square foot Bedroom Bathroom home) at the total cost of $(well below industry standard cost)The painter that painted the home in May agreed to come back and make the repairs (which even involved sanding, priming, and painting a whole wall that the tenants damaged and tried to patch themselves which caused further damage) at a minimal cost of $so as to avoid charging the tenants with a higher priced painting vendorNone of the charges for the cost of painting or cleaning were marked up by Gassen Company and the companies used to perform the work have no affiliation to Gassen CompanyThe cost of the painting/wall repairs and cleaning, if performed by most other contractors, would have likely cost significantly more, Gassen Company understands that the tenants do not agree with the property owner's decision to withhold the $(cost of repairs and cleaning) from their security deposit refundIt is our hope that the tenants understand that it is not Gassen Companies' ability to make any decisions regarding security deposit refunds and that it is the property owner's decision alone as it states in the leaseIf there is any additional documentation, statements, or other materials needed for resolution please let me know Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for avoiding my question Again, we want an exact dollar for dollar breakdown of what our money is being spent on Supplies, paint, repair materials, etc Final Business Response / [redacted] (4000, 9, 2015/11/12) */ This letter, and all attached documentation, is being sent to you in response to the letter I received from you, dated November 5", stating that the consumer did not accept our previous written response to their complaintI have included/attached the invoices from the companies that performed the painting and the cleaning at the property so that the consumer, [redacted] ***, can see the exact dollar for dollar breakdownI have also included a copy of the Security Deposit Refund Letter Invoice that was provided to the tenants (including [redacted] ***) that shows the breakdown of the deductions from the security deposit refund If there is any additional documentation, statements, or other materials needed for resolution please let me know Final Consumer Response / [redacted] (3000, 14, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely unsatisfied Why are you dancing around my request? Again, we were already mailed the generic documents you've provided I am familiar with how much paint costs per gallon On what planet does patchwork painting and labor cost $400? How many cans of paint are being used? How many brushes? How much is labor per hour? We could have done it ourselves for less than $ Ridiculously inflated dollar amount We don't want your generic responses The owner made us a promise in writing We were muscled out of the property by your horrible company and your hostile property manager Legally, you didn't give us ample time to make a decision and move out You do you expect people to move out "now" We have all email correspondences if you'd like quotes and examples
Hello,My name is Nancy [redacted] and I am the Association's Manager since April 1, 2016. Prior to this date, the Association contracted with Gassen Company for monthly financial statements only. MrGassen requested I respond to the complaint. I have attached recent correspondence to Mr [redacted] . It is the responsibility of the Board of Directors and the Management Agent (Gassen Company) to follow the Association's governing documents (Articles of Incorporation, Declaration and Bylaws). Mr [redacted] , being a former President of the Board of Directors is aware of the legal responsibility, obligation and due diligence that the Association must follow.Mr [redacted] apparently had two dogs and dogs are not allowed at the Association, this is a violation of the Association Rules. Mr [redacted] was fined for non-compliance of the Association Rules.It is my understanding that his account was past due and because of the dog issue, legal counsel was necessary to try and resolve this matter. That apparently did not work. Per the governing documents, legal fees can be charged back to the owner's account.It is the intention of myself and of MrTim [redacted] our Director of Operations, to contact Mr [redacted] and request he meet with us face to face to attempt to resolve his disputes. This will require cooperation from Mr [redacted] .Please contact me with any additional questions regarding this claim. We hope this response is satisfactory and that you will close the complaint. Thank you.Nancy ***, CMCA, AMSGassen Company###-###-####n***@gassen.com As
I am rejecting this response because: Dear Mr [redacted] ,Thank you for taking the time to look over this caseI'm definitely not satisfied with their responseI understand their justifications for their behavior, and the excessive attorney fees that come along with thatThe issue I have is that on their original letter informing me about the painting project, there wasn't a date of when the payment was dueIt seems unethical to hire a third party to collect the debt (which correspondence from the attorney ended up costing more than the actual painting bill) when there wasn't an official invoice with a due date to begin withI've lived in this townhouse for six years under Gassen, and I've never missed a monthly association fee; considering that I pay them $2,500/year, you'd think the least they could do is call or email me reminding me of the painting bill, instead of hiring a debt collectorFrom the time they sent the original letter up until they hired the debt collector, only about four months had passed (since I've consistently paid my association dues, that should indicate to them that I'm not trying to evade the painting bill)If there had been a due date, I would have paid it by then; if I had known they were going to hire a debt collector and incur unnecessary attorney fees, I would have paid it to prevent thatI have paid the painting bill in its entirety along with legal fees, and now all I am asking for is to get my $back.Thanks again for your timeI hope that Gassen can see my perspective on this.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) This letter, and all attached documentation, is being sent to you in response to a consumer complaint (Case # [redacted] : [redacted] ***) that was received by me at my office on November 2", The complaint was made by a previous tenant for a property managed by our office on behalf of our client who is the owner and landlord of the propertyI have included documentation and email correspondence with this letter to support the response below to [redacted] ***'s complaint Gassen Company takes professionalism and great service to our clients very seriouslyThe emails included with this letter will show that the client was treated with professionalism and always responded to within a reasonable timeline so as to try and resolve any and all issues as quickly as possibleThe complaint states that "our requests for repairs, due under Minnesota Renter's Rights, went unremedied for months at a timeIt took months to replace a broken dishwasher, and it only happened after we spoke to the owner himself." This claim is not accurateAs with all of the properties that Gassen Company manages, permission is required, directly from the property owner/landlord that we represent, in order to approve repairs that will incur a cost above a certain amountThe dishwasher, as is evidenced by the attached emails, was repaired twice in that timeframe by AHS (American Home Shield) at the property owner's request due to the property owner using AHS' appliance home warranty programThe tenant's requested that the dishwasher be replaced and the property owner decided to have it repaired both times that AHS visited the propertyAfter the dishwasher needed to be repaired a 3" time the property owner agreed to replace the dishwasherAll of these repairs and replacement of the dishwasher were conducted as quickly as was possibleUnfortunately, due to the way the AHS is set up, payment of a trip charge is due to the vendor that performs the repair upon completion and the tenants were notified of this ahead of time and were offered immediate reimbursement of any and all charges and/or to deduct the vendor's cost from the rentGassen Company was notified by the tenants, including Mr***, until weeks after scheduled repair dates of any issues with any of the vendors that performed the work at the property and would have taken immediate action to correct any issues once informed The previous tenant, [redacted] ***, goes to claim that "The smoke and carbon monoxide detectors were old and some did not even have batteriesWe had to request many things in writing countless timesOur home was dirty on the outside and we were promised a powerwash in writing, which never happened" which is also not accurateRegarding the request and promise for a power wash by the tenants; a power washing was not promised to the tenantsPrior to the tenant's moving into the property the smoke and carbon monoxide detectors were all in working condition, and the interior of the home was professionally painted and cleanedAs a part of the lease the tenants are given a mocondition report and asked to return this in order to document the condition of the property in order to compare against their move-out as well as to determine any items needing immediate repairThe mocondition report was never submitted back to Gassen Company by the tenants, however, any and all emailed items requesting repair were responded to and resolved if and when the property gave consent, Regarding the tenant's ( [redacted] ***), request for early termination, on September 15", an email conversation between the tenants and the property owner was forwarded by one of the other tenants to Gassen Company about their request to move out earlyThis email was dated August 24, and stated that the tenants could vacate "now" without any early termination fee (after having only lived in the property for months)The tenants did not agree to accept the property owner's offer until September 15" (days later)The property owner made the decision that the offer was no longer valid at that point due to nearly a month having passed by and then stated that the tenants would be allowed to be released from their lease early (months early) with a one month's rent termination fee of $to be deducted from the security depositThe tenants contested this and refused the offer and sent threatening emails for days until the property owner agreed to release the tenants from their lease and agreed to return their full deposit, pending an inspection of the unit after the tenants had vacated the property, barring there were no repairs to be made and that the tenants vacated the property by September 30, The tenants decided to agree to the property owner's terms and move-out date in order to avoid any early lease termination feesThe complaint states that "the management company wanted to keep an entire month's rent as a termination fee if we stayed one day longer", but none of any potential termination fees would have been kept by Gassen CompanyAny and all money paid by tenants including rent fees, deposits, late fees, early lease termination fees, etcare transferred directly to the property ownerIncluded with this response letter are emails to support the information above In regards to Mr***'s issue with the security deposit refund and the money withheld for the repairs and cleaning, attached are pictures to show the damage done to the interior walls of the home (all within months and after the entire interior of the home was professionally painted prior to the tenants move-in) as well as some specific areas that warranted the home be cleaned after the tenants had vacated the propertyAs evidenced by the pictures showing the damage to the walls, there was extensive work that needed to be done in the home in order to repair the walls that had been in perfect condition not more than month's prior to the tenants vacating the propertyThere is no doubt that these repairs are above wear and tear and as a results, and per the lease, the financial responsibility of the tenantThe information and pictures regarding the condition of the property after the tenant's vacated the property was presented to the property owner, The property owner, not Gassen Company, makes all decisions regarding the security deposit refunds and whether or not to withhold any funds for repairs, damages, and/or cleaningThe lease that the tenants signed has a Security Deposit Agreement Addendum which states: "Any determination to withhold all or part of the security deposit is made in the sole discretion of the Owner at the time the move-out inspection is completed by Owner or upon review of the move-out inspection form by OwnerTherefore, Management hereby makes no representations and warranties to Tenant as to owner's decision to withhold all or part of the Security Deposit Any Claims or challenges made by Tenant to Management related to Owner's disposition of the security deposit shall be directed to Owner, as Owner is required to determine the disposition of the Security Deposit." The property owner instructed Gassen Company to have the repairs of the walls (patching and painting) and the cleaning be completed and the costs withheld from the tenant's security depositAs a result of the property owner's decision, the wall/painting repairs and cleaning was scheduled and performed immediately so as to be able to return the tenant's security deposit refund to them within the state required daysFurthermore, the company that cleaned the property was selected specifically because of the cost that was quoted (a square foot Bedroom Bathroom home) at the total cost of $(well below industry standard cost)The painter that painted the home in May agreed to come back and make the repairs (which even involved sanding, priming, and painting a whole wall that the tenants damaged and tried to patch themselves which caused further damage) at a minimal cost of $so as to avoid charging the tenants with a higher priced painting vendorNone of the charges for the cost of painting or cleaning were marked up by Gassen Company and the companies used to perform the work have no affiliation to Gassen CompanyThe cost of the painting/wall repairs and cleaning, if performed by most other contractors, would have likely cost significantly more, Gassen Company understands that the tenants do not agree with the property owner's decision to withhold the $(cost of repairs and cleaning) from their security deposit refundIt is our hope that the tenants understand that it is not Gassen Companies' ability to make any decisions regarding security deposit refunds and that it is the property owner's decision alone as it states in the leaseIf there is any additional documentation, statements, or other materials needed for resolution please let me know Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for avoiding my question Again, we want an exact dollar for dollar breakdown of what our money is being spent on Supplies, paint, repair materials, etc Final Business Response / [redacted] (4000, 9, 2015/11/12) */ This letter, and all attached documentation, is being sent to you in response to the letter I received from you, dated November 5", stating that the consumer did not accept our previous written response to their complaintI have included/attached the invoices from the companies that performed the painting and the cleaning at the property so that the consumer, [redacted] ***, can see the exact dollar for dollar breakdownI have also included a copy of the Security Deposit Refund Letter Invoice that was provided to the tenants (including [redacted] ***) that shows the breakdown of the deductions from the security deposit refund If there is any additional documentation, statements, or other materials needed for resolution please let me know Final Consumer Response / [redacted] (3000, 14, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am completely unsatisfied Why are you dancing around my request? Again, we were already mailed the generic documents you've provided I am familiar with how much paint costs per gallon On what planet does patchwork painting and labor cost $400? How many cans of paint are being used? How many brushes? How much is labor per hour? We could have done it ourselves for less than $ Ridiculously inflated dollar amount We don't want your generic responses The owner made us a promise in writing We were muscled out of the property by your horrible company and your hostile property manager Legally, you didn't give us ample time to make a decision and move out You do you expect people to move out "now" We have all email correspondences if you'd like quotes and examples
We did receive the request to repair the door. The vendor was contacted the same day, the door has been repaired
Hello,My name is Nancy [redacted] and I am the Association's Manager since April 1, 2016. Prior to this date, the Association contracted with Gassen Company for monthly financial statements only. MrGassen requested I respond to the complaint. I have attached recent correspondence to Mr [redacted] . It is the responsibility of the Board of Directors and the Management Agent (Gassen Company) to follow the Association's governing documents (Articles of Incorporation, Declaration and Bylaws). Mr [redacted] , being a former President of the Board of Directors is aware of the legal responsibility, obligation and due diligence that the Association must follow.Mr [redacted] apparently had two dogs and dogs are not allowed at the Association, this is a violation of the Association Rules. Mr [redacted] was fined for non-compliance of the Association Rules.It is my understanding that his account was past due and because of the dog issue, legal counsel was necessary to try and resolve this matter. That apparently did not work. Per the governing documents, legal fees can be charged back to the owner's account.It is the intention of myself and of MrTim [redacted] our Director of Operations, to contact Mr [redacted] and request he meet with us face to face to attempt to resolve his disputes. This will require cooperation from Mr [redacted] .Please contact me with any additional questions regarding this claim. We hope this response is satisfactory and that you will close the complaint. Thank you.Nancy ***, CMCA, AMSGassen Company###-###-####n***@gassen.com As
I am rejecting this response because: Dear Mr [redacted] ,Thank you for taking the time to look over this caseI'm definitely not satisfied with their responseI understand their justifications for their behavior, and the excessive attorney fees that come along with thatThe issue I have is that on their original letter informing me about the painting project, there wasn't a date of when the payment was dueIt seems unethical to hire a third party to collect the debt (which correspondence from the attorney ended up costing more than the actual painting bill) when there wasn't an official invoice with a due date to begin withI've lived in this townhouse for six years under Gassen, and I've never missed a monthly association fee; considering that I pay them $2,500/year, you'd think the least they could do is call or email me reminding me of the painting bill, instead of hiring a debt collectorFrom the time they sent the original letter up until they hired the debt collector, only about four months had passed (since I've consistently paid my association dues, that should indicate to them that I'm not trying to evade the painting bill)If there had been a due date, I would have paid it by then; if I had known they were going to hire a debt collector and incur unnecessary attorney fees, I would have paid it to prevent thatI have paid the painting bill in its entirety along with legal fees, and now all I am asking for is to get my $back.Thanks again for your timeI hope that Gassen can see my perspective on this.Sincerely, [redacted]