We did refund her $Our operations manager decided we would give her back the additional $This issue is resolved this issue and met her requestI spoke to her Monday April 17,
Initial Business Response /* (1000, 5, 2015/08/28) */
This response is in regard to Revdex.com Case #XXXXXXX
On July 29, 2015, Ms*** submitted, via email, photos of money order stubs showing that she had purchased money orders in the amounts of $and $ Unfortunately, these do not show
proof that these money orders were sent, received, or deposited by Robinson Realty, LLC We have yet to receive proof from Ms*** that these have been cashed
Upon not receiving further proof, Robinson Realty, LLC made a request to our banking institution to locate these money orders and identify the date they may have been deposited On August 7, 2015, Robinson Realty, LLC received information from our banking institution that these money orders were, in fact, not deposited
There has been regular contact between Ms*** and Robinson Realty, LLC While we understand her frustrations, we consider any information from our banking institution, regarding bank accounts, as fact
Upon receiving the Revdex.com complaint, Robinson Realty, LLC contacted our banking institution, again, in regard to the money orders On August 24, 2015, we received information that money orders in the amounts of $and $were deposited on July 16, and July 2, 2015, respectively, for *** *** *** IL XXXXX This is Ms***'s residence With this information, we have added these payments to Ms***'s tenant ledger as of August 24,
Ms***'s monthly rent is $ We contacted Ms***'s Section caseworker, Ms*** with StClair County Housing Authority, regarding any changes in rent payments MsCross indicated that on July 28, 2015, Section determined that they would pay 100% of Ms***'s rent, and that Ms*** would pay $per month Therefore, effective August 1, 2015, Ms*** will not have a portion due each month On Monday, August 24, 2015, we contacted Section again, to inquire if they were paying 100% of Ms***'s rent as Ms*** stated in her complaint As of Thursday, August 27, 2015, we have yet to hear back from Section regarding this
Upon applying payments on August 24, Ms*** has a balance of $ We will write Ms*** a check for this amount However, when we receive information from Section regarding her account, her balance may change
Initial Business Response /* (1000, 5, 2015/09/09) */
This is in response to Revdex.com complaint #XXXXXXX
We contacted Ms***, and on Wednesday, September 9, 2015, she stated that she would contact the Revdex.com to remove this complaint
Ms*** placed a deposit on a rental property managed by
Robinson Realty, LLC It was communicated, and Ms*** was fully aware, that the property had not yet passed inspection at the time she placed the deposit
Renovations at the property were finished when, due to the unseasonably wet Summer we have had in StLouis, the roof began leaking and caused significant damage in the home Robinson Realty then took this matter to the owner, as we cannot act without direction from the owner We awaited response from the owner as to what action to take and to receive permission to begin repairs Our Leasing Consultants communicated this with Ms*** Ms*** required a bedroom home, which we rarely have available, so we were unable to "transfer" her to another home
The Accounting department received request for a deposit reimbursement on August 19, While we always try to issue refunds as quickly as possible, we do have a policy that allows days for Robinson Realty to issue a refund We are required to check with multiple sources before issuing refunds
We truly apologize that Ms*** was unable to move into the home, as we looked forward to providing our services to her for years to come On Tuesday, September 8, 2015, a reimbursement check was issued for Ms*** We contacted Ms***, and on Wednesday, September 9, 2015, she stated that she would contact the Revdex.com to remove this complaint
We apologize for any delay in returning your refund? We currently show that the refund has been issued back? The holidays may have delayed processing and delivery? If you have not received your refund back, please contact our office so we may assist you further?
Complaint:
***
I am rejecting this response because: I have been told other times that "the check is in the mail" and I called Robinson Reality after receiving this notice to ask for the amount, check number and date of my refund and no one has returned my call with any information.? I'll be glad to sign off once I have a full refund in hand, until then, I cannot accept? I cannot trust their word.?
Sincerely,
*** ***
Unfortunately, we were not able to return any of the special order items, we tried twiceWe do understand your frustration and have attempted to resolve the issues you have hadYou made the decision not to have Robinson Realty continue the job and cancelled after the special order items were orderedI found no need to send an email and we are documenting the events here and I spoke with you on the phoneWe have mailed your refund less the special ordered itemsWe have found that this is a practiceWe wish you well.?
We apologized to the customer for their experienceAs soon as the customer requested a refund, we placed the request in for processingDue to the holidays, we advised the customer that the wait may be a little longer than to receive their deposit backThis response was unacceptable to the
customerIn an effort to ale the customer happy, we've expedited the refund process and notified themWe are in constant communication with the customer as it is our priority to make all of our clients happy regardless of their experience.?
Speaking on behalf of the company, we deeply regret the lack of service you have experienced? I verified that the check went out? Since it sounds as if you did not receive your check, I went directly to the bookkeeper? A check was redistributed which you should be receiving in the next days? The last check was cancelled? Again, I want to apologize for your lack of service? I would encourage you to reach out to the office if you feel this resolution is not acceptable? Ultimately, we want to make you happy?
On December 28, our journeyman completed? his scope of work, however, he needed? to hook up the gas line and fireplace.? This was to be completed on the next Saturday.? The client indicated they were? pleased with the work and? would ? be happy to pay for the
completion of our work performed.? On December 30th the client? stated they felt we should give them a substantial discount due to the job running over.? ? We agreed to a 20% discount which amounted to $728.64.? We feel this amount was very generous and can be used and applied towards what the customer wants us to pay for.? ? ? On February 14th Mr*** called to informed us he wanted the laundry room painted, and said the tv outlet does not work.? We scheduled the warranty work and completed both tasks.? On April 24th, Mr*** called and said the ceiling lights were not working and we scheduled to go back to the house on April 26th.? Mr*** called and he canceled the appointment stating he would call us back if he needed to.? On May 3rd he called? us back and said he had another company repair the electric and they stated to him we almost burned his house down.? ? There is no proof of this accusation.? He wanted us to pay the invoice and was threatening.? We feel we have already compensated Mr*** in the amount of $which can be used to pay this invoice.? ? We apologize for any inconvenience, however, we feel we were more than accommodating with this project
We will call *** and have this issue rectifiedWe are not sure why *** would send you the bill as they have sent it to us previously.? The bill was under our company name.? We apologize for any inconvenience
Complaint: [redacted]
I am rejecting this response because: I have just today reviewed the letter and have tried to contact the company per their request in their response. I am asking for $500 to cover the cost of having my carpet cleaned and to have someone come in and clean my home of the fine dust that was left throughout my home as a result of their work. I have been told that this decision can only come from upper management and I am waiting to hear from someone at the company to see what they are willing to do to clean my home. I am wanting a response from the company today.
Sincerely,
[redacted]
Thank you for all your assistance in resolving this matter. I thought I had 30 days to contact you and was continuing to follow up with the utility company and with my new realty company. I appreciate your intervention in this matter and it has been resolved.
Initial Business Response /* (1000, 5, 2015/06/11) */
Robinson Realty, LLC provides property management to home owners for properties in the St. Louis region. Robinson Realty does not own the home that Ms. [redacted] lives in. Within our property management agreement (legally binding contract) between...
Robinson Realty and the home owner, Robinson Realty is required to seek approval from the owner on any repairs costing more than $100.00.
Ms. [redacted] has requested that the air conditioning unit be repaired. We sent our Maintenance Technicians there to assess, and sent the assessment, along with the request, to the owner. We have yet to hear from the owner regarding this.
In regard to the fence, we have assessed the cost of materials and labor, and have sent that to the owner. The owner has requested additional bids for the work. We currently have other vendors visiting the property to assess.
In regard to the front porch light, we had received no response from the owner. We have scheduled this for 6/11/15 for repair, after deciding to complete the repair for $100 and waive any additional cost as Robinson Realty's expense.
As of the initial submission of this complaint, we have been in direct contact with the customer. She has been made aware that we are the property management company and act as a third party between the property owner and the tenant. Within our property management agreement (legally...
binding contract) between Robinson Realty and the home owner, robinson Realty is required to seek approval from the owner on any repairs costing more than $100.00. We have approached the owner of the property with each issue. Previously, a licensed service company has come out for issues in the past, but given the re-occuring issues, we have mandated the owner address these issues by replacing entire systems as opposed to patching. If they do not complete these required repairs immediately, we will terminate management with that client and seek to relocate the tenant. We apologize for any inconvenience this may have caused.
We truly apologize for your experience and frustration that you have been having. I checked the system and it appears that your refund has already started processing. Feel free to call the office at [redacted] in regards to your desired resolution. The Operations Manager would be...
more than willing to assist you. Our number one priority is customers and we want to ensure you are happy. Thank you for your patience through the matter.
Initial Business Response /* (1000, 6, 2015/09/03) */
This response is in regard to Revdex.com Case #XXXXXXX.
As property managers, we act as a third party between the property owner and the tenant. We dedicate significant employee hours toward collecting rents from tenants. Unfortunately, if we do...
not receive rent from the tenant, we cannot forward those payments to the owner.
In regard to the tenant moving into another property, this never should have happened, and we truly apologize for this occurrence. We are investigating this occurrence. The tenant requested that she be able to use her deposit toward the due rents, however, due to the repairs needed at the property, we did not apply her deposit to that or return any portion of the deposit to the tenant.
Because the owner decided to terminate management with us, this has been a somewhat uncommon case. We had applied the tenant's deposit to the final bid, as we typically disburse the deposit to owner in this manner. As management was terminated, we did not perform the renovation, so the deposit was not disbursed. This was in error.
We have been working closely with the owners of the property, and have written a check to the owner. Pending the owners' approval, the check will be disbursed. Unfortunately, because we no longer manage the property, we are not authorized to collect any rents on the property. The owner may have some luck in requesting that the current manager try to collect the rents.
Unfortunately, we were not able to return any of the special order items, we tried twice. We do understand your frustration and have attempted to resolve the issues you have had. You made the decision not to have Robinson Realty continue the job and cancelled after the special order items were ordered. I found no need to send an email and we are documenting the events here and I spoke with you on the phone. We have mailed your refund less the special ordered items. We have found that this is a normal practice. We wish you well.
The business sent someone January 25th and asked for a receipt for the carpet cleaning and house keeping services I paid for. I did not have a receipt but offered a canceled but he needed a receipt. I offered to send it later. I showed him the shower stall door that does not shift back and forth properly and I was told someone will be sent for repair.
On December 28, 2016 our journeyman completed his scope of work, however, he needed to hook up the gas line and fireplace. This was to be completed on the next Saturday. The client indicated they were pleased with the work and would be happy to pay for the...
completion of our work performed. On December 30th the client stated they felt we should give them a substantial discount due to the job running over. We agreed to a 20% discount which amounted to $728.64. We feel this amount was very generous and can be used and applied towards what the customer wants us to pay for. On February 14th Mr. [redacted] called to informed us he wanted the laundry room painted, and said the tv outlet does not work. We scheduled the warranty work and completed both tasks. On April 24th, Mr. [redacted] called and said the ceiling lights were not working and we scheduled to go back to the house on April 26th. Mr. [redacted] called and he canceled the appointment stating he would call us back if he needed to. On May 3rd he called us back and said he had another company repair the electric and they stated to him we almost burned his house down. There is no proof of this accusation. He wanted us to pay the invoice and was threatening. We feel we have already compensated Mr. [redacted] in the amount of $728.64 which can be used to pay this invoice. We apologize for any inconvenience, however, we feel we were more than accommodating with this project.
We did refund her $Our operations manager decided we would give her back the additional $This issue is resolved this issue and met her requestI spoke to her Monday April 17,
Initial Business Response /* (1000, 5, 2015/08/28) */
This response is in regard to Revdex.com Case #XXXXXXX
On July 29, 2015, Ms*** submitted, via email, photos of money order stubs showing that she had purchased money orders in the amounts of $and $ Unfortunately, these do not show
proof that these money orders were sent, received, or deposited by Robinson Realty, LLC We have yet to receive proof from Ms*** that these have been cashed
Upon not receiving further proof, Robinson Realty, LLC made a request to our banking institution to locate these money orders and identify the date they may have been deposited On August 7, 2015, Robinson Realty, LLC received information from our banking institution that these money orders were, in fact, not deposited
There has been regular contact between Ms*** and Robinson Realty, LLC While we understand her frustrations, we consider any information from our banking institution, regarding bank accounts, as fact
Upon receiving the Revdex.com complaint, Robinson Realty, LLC contacted our banking institution, again, in regard to the money orders On August 24, 2015, we received information that money orders in the amounts of $and $were deposited on July 16, and July 2, 2015, respectively, for *** *** *** IL XXXXX This is Ms***'s residence With this information, we have added these payments to Ms***'s tenant ledger as of August 24,
Ms***'s monthly rent is $ We contacted Ms***'s Section caseworker, Ms*** with StClair County Housing Authority, regarding any changes in rent payments MsCross indicated that on July 28, 2015, Section determined that they would pay 100% of Ms***'s rent, and that Ms*** would pay $per month Therefore, effective August 1, 2015, Ms*** will not have a portion due each month On Monday, August 24, 2015, we contacted Section again, to inquire if they were paying 100% of Ms***'s rent as Ms*** stated in her complaint As of Thursday, August 27, 2015, we have yet to hear back from Section regarding this
Upon applying payments on August 24, Ms*** has a balance of $ We will write Ms*** a check for this amount However, when we receive information from Section regarding her account, her balance may change
Initial Business Response /* (1000, 5, 2015/09/09) */
This is in response to Revdex.com complaint #XXXXXXX
We contacted Ms***, and on Wednesday, September 9, 2015, she stated that she would contact the Revdex.com to remove this complaint
Ms*** placed a deposit on a rental property managed by
Robinson Realty, LLC It was communicated, and Ms*** was fully aware, that the property had not yet passed inspection at the time she placed the deposit
Renovations at the property were finished when, due to the unseasonably wet Summer we have had in StLouis, the roof began leaking and caused significant damage in the home Robinson Realty then took this matter to the owner, as we cannot act without direction from the owner We awaited response from the owner as to what action to take and to receive permission to begin repairs Our Leasing Consultants communicated this with Ms*** Ms*** required a bedroom home, which we rarely have available, so we were unable to "transfer" her to another home
The Accounting department received request for a deposit reimbursement on August 19, While we always try to issue refunds as quickly as possible, we do have a policy that allows days for Robinson Realty to issue a refund We are required to check with multiple sources before issuing refunds
We truly apologize that Ms*** was unable to move into the home, as we looked forward to providing our services to her for years to come On Tuesday, September 8, 2015, a reimbursement check was issued for Ms*** We contacted Ms***, and on Wednesday, September 9, 2015, she stated that she would contact the Revdex.com to remove this complaint
We apologize for any delay in returning your refund? We currently show that the refund has been issued back? The holidays may have delayed processing and delivery? If you have not received your refund back, please contact our office so we may assist you further?
Complaint:
***
I am rejecting this response because: I have been told other times that "the check is in the mail" and I called Robinson Reality after receiving this notice to ask for the amount, check number and date of my refund and no one has returned my call with any information.? I'll be glad to sign off once I have a full refund in hand, until then, I cannot accept? I cannot trust their word.?
Sincerely,
*** ***
Unfortunately, we were not able to return any of the special order items, we tried twiceWe do understand your frustration and have attempted to resolve the issues you have hadYou made the decision not to have Robinson Realty continue the job and cancelled after the special order items were orderedI found no need to send an email and we are documenting the events here and I spoke with you on the phoneWe have mailed your refund less the special ordered itemsWe have found that this is a practiceWe wish you well.?
We apologized to the customer for their experienceAs soon as the customer requested a refund, we placed the request in for processingDue to the holidays, we advised the customer that the wait may be a little longer than to receive their deposit backThis response was unacceptable to the
customerIn an effort to ale the customer happy, we've expedited the refund process and notified themWe are in constant communication with the customer as it is our priority to make all of our clients happy regardless of their experience.?
Speaking on behalf of the company, we deeply regret the lack of service you have experienced? I verified that the check went out? Since it sounds as if you did not receive your check, I went directly to the bookkeeper? A check was redistributed which you should be receiving in the next days? The last check was cancelled? Again, I want to apologize for your lack of service? I would encourage you to reach out to the office if you feel this resolution is not acceptable? Ultimately, we want to make you happy?
On December 28, our journeyman completed? his scope of work, however, he needed? to hook up the gas line and fireplace.? This was to be completed on the next Saturday.? The client indicated they were? pleased with the work and? would ? be happy to pay for the
completion of our work performed.? On December 30th the client? stated they felt we should give them a substantial discount due to the job running over.? ? We agreed to a 20% discount which amounted to $728.64.? We feel this amount was very generous and can be used and applied towards what the customer wants us to pay for.? ? ? On February 14th Mr*** called to informed us he wanted the laundry room painted, and said the tv outlet does not work.? We scheduled the warranty work and completed both tasks.? On April 24th, Mr*** called and said the ceiling lights were not working and we scheduled to go back to the house on April 26th.? Mr*** called and he canceled the appointment stating he would call us back if he needed to.? On May 3rd he called? us back and said he had another company repair the electric and they stated to him we almost burned his house down.? ? There is no proof of this accusation.? He wanted us to pay the invoice and was threatening.? We feel we have already compensated Mr*** in the amount of $which can be used to pay this invoice.? ? We apologize for any inconvenience, however, we feel we were more than accommodating with this project
We will call *** and have this issue rectifiedWe are not sure why *** would send you the bill as they have sent it to us previously.? The bill was under our company name.? We apologize for any inconvenience
The payment has been refunded.
Complaint: [redacted]
I am rejecting this response because: I have just today reviewed the letter and have tried to contact the company per their request in their response. I am asking for $500 to cover the cost of having my carpet cleaned and to have someone come in and clean my home of the fine dust that was left throughout my home as a result of their work. I have been told that this decision can only come from upper management and I am waiting to hear from someone at the company to see what they are willing to do to clean my home. I am wanting a response from the company today.
Sincerely,
[redacted]
Thank you for all your assistance in resolving this matter. I thought I had 30 days to contact you and was continuing to follow up with the utility company and with my new realty company. I appreciate your intervention in this matter and it has been resolved.
Initial Business Response /* (1000, 5, 2015/06/11) */
Robinson Realty, LLC provides property management to home owners for properties in the St. Louis region. Robinson Realty does not own the home that Ms. [redacted] lives in. Within our property management agreement (legally binding contract) between...
Robinson Realty and the home owner, Robinson Realty is required to seek approval from the owner on any repairs costing more than $100.00.
Ms. [redacted] has requested that the air conditioning unit be repaired. We sent our Maintenance Technicians there to assess, and sent the assessment, along with the request, to the owner. We have yet to hear from the owner regarding this.
In regard to the fence, we have assessed the cost of materials and labor, and have sent that to the owner. The owner has requested additional bids for the work. We currently have other vendors visiting the property to assess.
In regard to the front porch light, we had received no response from the owner. We have scheduled this for 6/11/15 for repair, after deciding to complete the repair for $100 and waive any additional cost as Robinson Realty's expense.
As of the initial submission of this complaint, we have been in direct contact with the customer. She has been made aware that we are the property management company and act as a third party between the property owner and the tenant. Within our property management agreement (legally...
binding contract) between Robinson Realty and the home owner, robinson Realty is required to seek approval from the owner on any repairs costing more than $100.00. We have approached the owner of the property with each issue. Previously, a licensed service company has come out for issues in the past, but given the re-occuring issues, we have mandated the owner address these issues by replacing entire systems as opposed to patching. If they do not complete these required repairs immediately, we will terminate management with that client and seek to relocate the tenant. We apologize for any inconvenience this may have caused.
We truly apologize for your experience and frustration that you have been having. I checked the system and it appears that your refund has already started processing. Feel free to call the office at [redacted] in regards to your desired resolution. The Operations Manager would be...
more than willing to assist you. Our number one priority is customers and we want to ensure you are happy. Thank you for your patience through the matter.
Initial Business Response /* (1000, 6, 2015/09/03) */
This response is in regard to Revdex.com Case #XXXXXXX.
As property managers, we act as a third party between the property owner and the tenant. We dedicate significant employee hours toward collecting rents from tenants. Unfortunately, if we do...
not receive rent from the tenant, we cannot forward those payments to the owner.
In regard to the tenant moving into another property, this never should have happened, and we truly apologize for this occurrence. We are investigating this occurrence. The tenant requested that she be able to use her deposit toward the due rents, however, due to the repairs needed at the property, we did not apply her deposit to that or return any portion of the deposit to the tenant.
Because the owner decided to terminate management with us, this has been a somewhat uncommon case. We had applied the tenant's deposit to the final bid, as we typically disburse the deposit to owner in this manner. As management was terminated, we did not perform the renovation, so the deposit was not disbursed. This was in error.
We have been working closely with the owners of the property, and have written a check to the owner. Pending the owners' approval, the check will be disbursed. Unfortunately, because we no longer manage the property, we are not authorized to collect any rents on the property. The owner may have some luck in requesting that the current manager try to collect the rents.
Unfortunately, we were not able to return any of the special order items, we tried twice. We do understand your frustration and have attempted to resolve the issues you have had. You made the decision not to have Robinson Realty continue the job and cancelled after the special order items were ordered. I found no need to send an email and we are documenting the events here and I spoke with you on the phone. We have mailed your refund less the special ordered items. We have found that this is a normal practice. We wish you well.
The business sent someone January 25th and asked for a receipt for the carpet cleaning and house keeping services I paid for. I did not have a receipt but offered a canceled but he needed a receipt. I offered to send it later. I showed him the shower stall door that does not shift back and forth properly and I was told someone will be sent for repair.
On December 28, 2016 our journeyman completed his scope of work, however, he needed to hook up the gas line and fireplace. This was to be completed on the next Saturday. The client indicated they were pleased with the work and would be happy to pay for the...
completion of our work performed. On December 30th the client stated they felt we should give them a substantial discount due to the job running over. We agreed to a 20% discount which amounted to $728.64. We feel this amount was very generous and can be used and applied towards what the customer wants us to pay for. On February 14th Mr. [redacted] called to informed us he wanted the laundry room painted, and said the tv outlet does not work. We scheduled the warranty work and completed both tasks. On April 24th, Mr. [redacted] called and said the ceiling lights were not working and we scheduled to go back to the house on April 26th. Mr. [redacted] called and he canceled the appointment stating he would call us back if he needed to. On May 3rd he called us back and said he had another company repair the electric and they stated to him we almost burned his house down. There is no proof of this accusation. He wanted us to pay the invoice and was threatening. We feel we have already compensated Mr. [redacted] in the amount of $728.64 which can be used to pay this invoice. We apologize for any inconvenience, however, we feel we were more than accommodating with this project.