Especial Services & Renovations

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

Complaint: ***
I am rejecting this response because: The facts are not accurateThe discounts that were given were taken off the original labor amount and has nothing to do with what happened to the electrical system after the warranty expired. So there is no way that we could use that to pay the invoice amount. We never asked to have anyone repaint the laundry, since it was never part of the contract to begin with, however, we did ask to have the wall near the laundry room repaired as the paint was peeling. The electrical wiring was negligence and we feel that Mr *** should reimburse us or lose his Revdex.com ratings. I will email picture to your office of the repairs. Please see photos
Sincerely,
*** ***

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 *** 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 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 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: ***
I am rejecting this response because:The refund has not been expedited The owner contacted me on December 8th and indicated that he would refund the money immediately back on my card He indicated that I should receive payment according to my bank's processing scedule No further delay nor no discussion of a delay due to the holiday was discussedI was initially told that processing of a refund takes 2-weeks by the operations manager On Wednesday evening, December 14th, 2016, a representive, not the owner called to further stall and indicated that they could not reverse the charge back to my cardIt took the company four (4) business to tell me that and the information did not come from the owner I was told that a manual paper check was cut and mailed to me last weekThe company and its operation is in the metropolitan area for which I live, although it is in a neighboring state According to the USPS, delivery would be a 1-day delivery pointI have still not received refund and the call was made for the sole purpose to urge me to take down my Revdex.com complaint, as they didn't understand that they needed to respond to my complaint and just wanted me to remove my complaintIt was communicated several times that I must remove the claim that night but the check "was in the mail" This was and is clearly a lieI have given this business and its owner very opportunity to make the situation rightAt this point, their business has used me and my money as an interest free loan for a month I have given this company and their owner, every benefit of the doubt The owner should have personally paid me back and settled up with his own company afterwards to be reimbursed If it is truly his company, he would have had the power to do so, in order to make things somewhat rightAs it stands today, Friday, December 16th, 2016, more than a month later, my project is not competed and I have been out of $for more than a monthThis has been the worst experience I have ever had with a home improvement project and a company contracted to do the work The owner could have fixed this issue but my business wasn't worth his effort.
Sincerely,
*** ***

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 *** 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

The payment has been refunded

Complaint: ***
I am rejecting this response because:The refund has not been expedited The owner contacted me on December 8th and indicated that he would refund the money immediately back on my card He indicated that I should receive payment according to my bank's processing scedule No further delay nor no discussion of a delay due to the holiday was discussedI was initially told that processing of a refund takes 2-weeks by the operations manager On Wednesday evening, December 14th, 2016, a representive, not the owner called to further stall and indicated that they could not reverse the charge back to my cardIt took the company four (4) business to tell me that and the information did not come from the owner I was told that a manual paper check was cut and mailed to me last weekThe company and its operation is in the metropolitan area for which I live, although it is in a neighboring state According to the USPS, delivery would be a 1-day delivery pointI have still not received refund and the call was made for the sole purpose to urge me to take down my Revdex.com complaint, as they didn't understand that they needed to respond to my complaint and just wanted me to remove my complaintIt was communicated several times that I must remove the claim that night but the check "was in the mail" This was and is clearly a lieI have given this business and its owner very opportunity to make the situation rightAt this point, their business has used me and my money as an interest free loan for a month I have given this company and their owner, every benefit of the doubt The owner should have personally paid me back and settled up with his own company afterwards to be reimbursed If it is truly his company, he would have had the power to do so, in order to make things somewhat rightAs it stands today, Friday, December 16th, 2016, more than a month later, my project is not competed and I have been out of $for more than a monthThis has been the worst experience I have ever had with a home improvement project and a company contracted to do the work The owner could have fixed this issue but my business wasn't worth his effort.
Sincerely,
*** ***

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 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

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,
*** ***

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, LLCIt 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 homeRobinson Realty then took this matter to the owner, as we cannot act without direction from the ownerWe awaited response from the owner as to what action to take and to receive permission to begin repairsOur 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 refundWe 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 comeOn 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

Complaint: ***
I am rejecting this response because: The facts are not accurateThe discounts that were given were taken off the original labor amount and has nothing to do with what happened to the electrical system after the warranty expired. So there is no way that we could use that to pay the invoice amount. We never asked to have anyone repaint the laundry, since it was never part of the contract to begin with, however, we did ask to have the wall near the laundry room repaired as the paint was peeling. The electrical wiring was negligence and we feel that Mr *** should reimburse us or lose his Revdex.com ratings. I will email picture to your office of the repairs. Please see photos
Sincerely,
*** ***

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

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.

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

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 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