Entrust Realty

We are confused by this complaint Our inspector has been to the home and we are currently getting approval for the other major items requested It is the owner who approves work to be completed on the home, NOT the property management company Nonetheless, we completed certain items at our own expense Additionally, we have informed the husband that the carpet will be replaced thereby satisfying this tenant's complaint so we are confused as to why she would file a grievance against us As to her assertion about the previous occupancy, we were correct The tenant previous to the last tenant occupied the home for almost years The most recent tenant was in the home only about months so I can see how she would be confused We are trying our best to get other work approved and will continue to try to make sure that she is pleased in every way possible Thanks

We are truly sorry for this clients continued confusion We are talking with the roommates and the carpet is being replaced The vendor that called them this morning was confused but we are having the carpets changed out With regard to the tenants complaint about being reimbursed for cleaning, she was not given permission to clean Furthermore, it is not our company that makes these decisions on this property The owner makes decisions on all repairs The owner did not approve the extra cleaning that the tenant paid for and the owner has denied the tenants request for repayment Under penalty of law, my firm is NOT ALLOWED to go against the owners specific and legal instructions even in cases where I might agree with the tenant I have a fiduciary responsibility to follow the instructions of our owner This has been explained multiple times to this particular tenant We fully appreciate her concerns and are actively attempting to solve them while advocating for her with our client who actually makes the decisions I apologize to her for the length of time it is taken but it is because of our continued efforts on her behalf that this problem is being resolved and her roommates are aware and understand I'm not sure what more we can do but we are doing everything in our power to get this finished We want her to understand that we hear her and are resolving her complaint per her request as rapidly as possible given the legal constraints in front of us

We are confused by this complaint.  Our inspector has been to the home and we are currently getting approval for the other major items requested.  It is the owner who approves work to be completed on the home, NOT the property management company.  Nonetheless, we completed certain...

items at our own expense.  Additionally, we have informed the husband that the carpet will be replaced thereby satisfying this tenant's complaint so we are confused as to why she would file a grievance against us.  As to her assertion about the previous occupancy, we were correct.  The tenant previous to the last tenant occupied the home for almost 4 years.  The most recent tenant was in the home only about 6 months so I can see how she would be confused.  We are trying our best to get other work approved and will continue to try to make sure that she is pleased in every way possible.  Thanks.

I have left work orders every day that the carpets have not been replaced and called multiple times an no one has anwsered the only time I was given a response is when I filed a compliant with the better buisness bureau. No has called me to set up a date when the carpets will be removed and replaced I am now 5 months pregnant and this company knows of this an they still continue to have myself my boyfriend and my unborn child living in these unhealth and unsafe conditions. An only half the work orders I put in were done thats because I have to constantly contact the company to make sure they come out an fix the problems. I still have cracks in my ceiling paint thats on the walls on the base boards. Stained tile that I had to get cleaned as well as the carpets and not get reimbursed because this company didnt have it done in the first place. They have not followed the rules to there lease from the start. And I am having to suffer.

We are truly sorry for this clients continued confusion.  We are talking with the roommates and the carpet is being replaced.  The vendor that called them this morning was confused but we are having the carpets changed out.  With regard to the tenants complaint about being reimbursed for cleaning, she was not given permission to clean.  Furthermore, it is not our company that makes these decisions on this property.  The owner makes decisions on all repairs.  The owner did not approve the extra cleaning that the tenant paid for and the owner has denied the tenants request for repayment.  Under penalty of law, my firm is NOT ALLOWED to go against the owners specific and legal instructions ... even in cases where I might agree with the tenant.  I have a fiduciary responsibility to follow the instructions of our owner.  This has been explained multiple times to this particular tenant.  We fully appreciate her concerns and are actively attempting to solve them while advocating for her with our client who actually makes the decisions.  I apologize to her for the length of time it is taken but it is because of our continued efforts on her behalf that this problem is being resolved and her roommates are aware and understand.  I'm not sure what more we can do but we are doing everything in our power to get this finished.  We want her to understand that we hear her and are resolving her complaint per her request as rapidly as possible given the legal constraints in front of us.