Especial Services & Renovations

The payment has been refunded?

Initial Business Response / [redacted] (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

The customer called today regarding the complaint? She did express her desire for ? We informed her someone would be calling her back in regards to her request

Complaint: [redacted] I am rejecting this response because:Once again, a commitment to provide my refund has been broken (3rd) time? It has been three (3) days and I have not received the refund that they promised would be there in days? More stall tactics are being enlisted, rather than returning my $that this business has had since November 8th, with no work performed on December 2nd, ? It has been 2-weeks, which was unreasonable and I still don't have my refundThe actions of this business does not match what they say in response to the lack of customer service or what is turning into theft of my moneyThis has been the most dishonest and untrustworthy transaction? There is no excuse for not returning my money unlesss the company is financially insolvent? If that is the case, no one should patronize this business if they can not afford to return $? No work was performed? Therefore, I deserve my money back? They keep saying the check is in the mail? I am in the area and would have gladly picked it up or they could have dispatched someone to deliver it to my residence? I want my money back immediately, with no more excuses.? Sincerely, [redacted] ***

Initial Business Response / [redacted] (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 tenantWe dedicate significant employee hours toward collecting rents from tenantsUnfortunately, 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 occurrenceWe are investigating this occurrenceThe 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 caseWe had applied the tenant's deposit to the final bid, as we typically disburse the deposit to owner in this mannerAs management was terminated, we did not perform the renovation, so the deposit was not disbursedThis was in error We have been working closely with the owners of the property, and have written a check to the ownerPending the owners' approval, the check will be disbursedUnfortunately, because we no longer manage the property, we are not authorized to collect any rents on the propertyThe owner may have some luck in requesting that the current manager try to collect the rents

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?

The business sent someone January 25th and asked for a receipt for the carpet cleaning and house keeping services I paid forI did not have a receipt but offered a canceled but he needed a receiptI offered to send it laterI 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, our journeyman completed his scope of work, however, he needed to hook up the gas line and fireplaceThis 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 $ 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 $which can be used to pay this invoice We apologize for any inconvenience, however, we feel we were more than accommodating with this project

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.?

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 [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 $which can be used to pay this invoice.? ? We apologize for any inconvenience, however, we feel we were more than accommodating with this project

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Robinson Realty, LLC provides property management to home owners for properties in the StLouis regionRobinson Realty does not own the home that Ms [redacted] lives inWithin 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 $ Ms [redacted] has requested that the air conditioning unit be repairedWe sent our Maintenance Technicians there to assess, and sent the assessment, along with the request, to the ownerWe 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 ownerThe owner has requested additional bids for the workWe currently have other vendors visiting the property to assess In regard to the front porch light, we had received no response from the ownerWe have scheduled this for 6/11/for repair, after deciding to complete the repair for $and waive any additional cost as Robinson Realty's expense

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

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 $ 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 apologize for the fact your experience was nothing short of extraordinary As noted, the job was completed at no extra The customer is correct that our technicians are not allowed to complete work outside of the business, as that is not a representation of us We ask that you
please contact the office so we can discuss possible arrangements to accommodate you given the experience you have had

Complaint: ***
I am rejecting this response because:Once again, a commitment to provide my refund has been broken (3rd) time It has been three (3) days and I have not received the refund that they promised would be there in days More stall tactics are being enlisted, rather than returning my $that this business has had since November 8th, with no work performed on December 2nd, It has been 2-weeks, which was unreasonable and I still don't have my refundThe actions of this business does not match what they say in response to the lack of customer service or what is turning into theft of my moneyThis has been the most dishonest and untrustworthy transaction There is no excuse for not returning my money unlesss the company is financially insolvent If that is the case, no one should patronize this business if they can not afford to return $ No work was performed Therefore, I deserve my money back They keep saying the check is in the mail I am in the area and would have gladly picked it up or they could have dispatched someone to deliver it to my residence I want my money back immediately, with no more excuses.
Sincerely,
*** ***

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

The customer called today regarding the complaint She did express her desire for We informed her someone would be calling her back in regards to her request

Complaint: ***
I am rejecting this response because:
I have not received a refund When I have a check for the full amount in hand, then I will accept the resolution, not until
Sincerely,
*** ***

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,
*** ***

We apologize for the fact your experience was nothing short of extraordinary As noted, the job was completed at no extra The customer is correct that our technicians are not allowed to complete work outside of the business, as that is not a representation of us We ask that you
please contact the office so we can discuss possible arrangements to accommodate you given the experience you have had