Especial Services & Renovations

Complaint: ***
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 $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,
*** ***

The payment has been refunded

Thank you for all your assistance in resolving this matterI thought I had days to contact you and was continuing to follow up with the utility company and with my new realty companyI appreciate your intervention in this matter and it has been resolved

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

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

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

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

Initial Business Response /* (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*** 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*** 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

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

Initial Business Response /* (1000, 5, 2016/02/16) */
This statement is in response to Revdex.com case #XXXXXXX
*** *** is not a current client of Robinson Realty, LLC'sIn our database, it is noted that Ms*** called on January 27, regarding the security depositWe apologize if we
were unable to answer Ms***' questions when she contacted our office
Robinson Realty, LLC acted as the property manager of *** *** until October At that time, Robinson Realty, LLC terminated property management with the property owner, and the owner of the property moved property management to *** ***
At this time, per the policy of Robinson Realty, LLC, all accounts were reconciled, and remaining funds and balances were transferred to the new property manager *** *** It is not customary practice to release these funds to the property owner or the tenantAll funds must be released to the property manager, as the security deposit is to remain in an escrow account
Property management was terminated over months ago, and we have not received any dispute from the property owner or property manager regarding the transfer of funds and balances
We believe it is in Ms***' best interest to contact the property owner or the property managerWe are not aware of who owns or manages this property at this timeWe did make contact with Ms*** after receiving this complaint and attempted to assist her with this issueWe invited her to come to our office so that we could help herWe have not heard from Ms*** since

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

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,
*** ***

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,
*** ***

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, LLCWe 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 depositedOn 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, LLCWhile 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 ordersOn 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 XXXXXThis is Ms***'s residenceWith 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 paymentsMsCross indicated that on July 28, 2015, Section determined that they would pay 100% of Ms***'s rent, and that Ms*** would pay $per monthTherefore, effective August 1, 2015, Ms*** will not have a portion due each monthOn Monday, August 24, 2015, we contacted Section again, to inquire if they were paying 100% of Ms***'s rent as Ms*** stated in her complaintAs 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 amountHowever, when we receive information from Section regarding her account, her balance may change

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, 2016/02/16) */
This statement is in response to Revdex.com case #XXXXXXX
*** *** is not a current client of Robinson Realty, LLC's In our database, it is noted that Ms*** called on January 27, regarding the security depositWe apologize if we
were unable to answer Ms***' questions when she contacted our office
Robinson Realty, LLC acted as the property manager of *** *** until October At that time, Robinson Realty, LLC terminated property management with the property owner, and the owner of the property moved property management to *** ***
At this time, per the policy of Robinson Realty, LLC, all accounts were reconciled, and remaining funds and balances were transferred to the new property manager *** *** It is not customary practice to release these funds to the property owner or the tenant All funds must be released to the property manager, as the security deposit is to remain in an escrow account
Property management was terminated over months ago, and we have not received any dispute from the property owner or property manager regarding the transfer of funds and balances
We believe it is in Ms***' best interest to contact the property owner or the property manager We are not aware of who owns or manages this property at this time We did make contact with Ms*** after receiving this complaint and attempted to assist her with this issue We invited her to come to our office so that we could help her We have not heard from Ms*** since

Complaint: ***
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 $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,
*** ***

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 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

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,