FeinSum Housing Units

June 5, 2017To Whom It May Concern:We received your letter regarding a complaint which was filed into your officeIt is our best effort to provide you with the details surrounding this complaint.In our business we provide Off-Campus housing for [redacted] students in Williamsport, PA ***We have been providing housing for about years nowWe try to give very extensive and thorough moand move-out instructions (which can be found on our website at www.rentaffinity.net), so that students can protect themselves from being charged for anything they are not responsible forWhen completing reporting, we look at the students modocumentation and pictures, and we also look at previous years information as an added precautionWe certainly do not want to charge students for items they are not responsible forWe did not receive modocuments or pictures from the student in question, however, we did receive a form from his roommateThis information is what was used when assessing the property at move-out.I am enclosing a copy of the security report which breaks down the charges the student was assessedThe items in dispute are valid chargesFirst, we did not wait days before reviewing the houseIt was reviewed with week of the students vacatingBecause we deal with approximately 60-students, it can take up to days for us to complete all reporting and refundsWe can send pictures of cleaning and damages if neededThis house was charged for hours of cleaning, for a total of Sl 80, which gets divided by studentsKitchen appliances were not clean, nor were cabinets wiped down inside and outAll baseboards were dirty throughout the house and bathrooms also were not cleanThere was much more than dust to be cleanedThe cloth shower curtain was ruined because a shower liner was not used (student stated did not know needed one)They were charged the cost of the shower curtainThere was damage to the top of an end table (not noted at moand no previous record of)They were charged $to buff and repairThe downstairs bathroom door jam was broken (cracked and metal latch piece was off jam)Also, show no reporting of that damageThey were charged $to repair the damage.Lastly, I have record of the reporting of the hard wired smoke detector beeping on 8/15/Our service person repaired/replaced the smoke detector on 8/25/and an email was sent to the students closing that work itemAlso the student contacted the office by phone on 6/5/to dispute charges and the call was returned, so we are not sure why they are stating our company will not take a phone callWe do ask that they dispute any charges by e-mail since that is a better method for documentation reasons.If you have any questions or concerns, please do not hesitate to contact me.Regards,Terri MOffice Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: No stamp date pictures are attached for the reasoning of the cleaning expense On May 5, the student departed from the rental with cleaning of the kitchen appliances, bathroom and bedroom This included the base boards and floors A receipt for the carpet cleaning was requested, this hasn't been received and it's June 28, The rental wanted the money at a certain time for the house payment and it was received in ample time Now, if the carpets aren't clean then maybe the house isn't either! On August 15, a call was made to the landlord, she was out eating dinner and stated that this would be fixed On August 25, 2016, ten days later this was completed The rental isn't far from the office, so why did this take ten days to be completed? My concern is, if a house fire would have taken place the attendants would have been in danger I feel at this time, my attorney should be contacted Regards, Randy B [redacted]

March 25, 2016To Whom it May Concern:We received your letter regarding a complaint which was filed into your office. It is our best effort to provide you with the details surrounding this complaint.Enclosed with this letter is the series of emails that were sent from and to [redacted] regarding the...

complaint matter. I am confident this will help with the accuracy of the complaint.In our business we provide Off-Campus housing for [redacted] College students in Williamsport, PA [redacted]. We have been providing housing for about 18 years now. When a group leases with us, it is standard for us to send an email to all of our existing students regarding their housing for the following year. Students begin looking early for housing for the following year, and if students want to retain their current house, we don't want them to lose it to another group. We started emailing all of our students in October 2015, so that they could get first option at keeping the house they currently live in. The house that this group has, is a 4 bedroom house. We require 4 student deposits in order for the house to be reserved for the group. We did not receive the 4th deposit until February 12. That means we were working with this group from October until February. There were many conversations with the group, so I cannot say for sure all discussions that were had.I have attached the section of our lease that references renewal leases. We do not guarantee that pricing stays the same from one year to the next.7. RENEWAL NOTICE.LANDLORD may refuse to renew a LEASE for any reason. Renewals may be subject to rent increases and changes in terms and conditions as determined by LANDLORD.Currently we do have 3 leases returned for this group. The referenced customer is the only remaining lease. As you can see from our email dated March 18, 2016, we offered to try and find a replacement for her son and return their deposit. To date, we have not received a reply, and are waiting to determine how to proceed.If you have any questions or concerns, please to not hesitate to contact me.Regards,Terri M.Office Manager

June 15, 2017To Whom it May Concern:We received your letter dated July 3, 2017 with additional response regarding a complaint which was filed into your office.With regards to the additional complaint rejecting our response regarding the cleaning charges. The house where this student resided has been thoroughly cleaned by our cleaning staff. The students were charged a total of 6 hours of cleaning at $30 per hour which total $180. Split 3 ways, this resident was charge $60. The actual hours it took to clean the house was 15 hours for a total of $450. We understand there is a certain level of cleaning that will be needed between tenants, however, they were not charged near the hours that they should have been. Also in cleaning the house, there were other items found to be broken. There were 2 refrigerator parts that were propped in a way that it wasn't noticed during inspection.As far as the carpet cleaning, students are required to have the carpets cleaned prior to leaving. This was not done, so we schedule the carpet cleaning over the summer months before the next group comes in August. The carpet cleaning is on the schedule and I will be happy to send a receipt once it is completed.I'm not sure what the remainder of the complaint is. We have no emails or phone calls logged of any complaints throughout the school year. If there were safety concerns, they should have been addressed at the time.We feel our charges were more than fair, in fact, they were actually not charged to the extent they should have been. We consider this matter closed.If you have any questions or concerns, please do not hesitate to contact me.Regards,Terri M.Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: No stamp date pictures are attached for the reasoning of the cleaning expense.  On May 5, 2017 the student departed from the rental with cleaning of the kitchen appliances, bathroom and bedroom.  This included the base boards and floors.  A receipt for the carpet cleaning was requested, this hasn't been received and it's June 28, 2017.  The rental wanted the money at a certain time for the house payment and it was received in ample time.  Now, if the carpets aren't clean then maybe the house isn't either!  On August 15, 2016 a call was made to the landlord, she was out eating dinner and stated that this would be fixed.  On August 25, 2016, ten days later this was completed.   The rental isn't far from the office, so why did this take ten days to be completed?  My concern is, if a house fire would have taken place the attendants would have been in danger.  I feel at this time, my attorney should be contacted.
Regards,
Randy B[redacted]

June 5, 2017To Whom It May Concern:We received your letter regarding a complaint which was filed into your office. It is our best effort to provide you with the details surrounding this complaint.In our business we provide Off-Campus housing for [redacted] students in Williamsport, PA [redacted]. We...

have been providing housing for about 18 years now. We try to give very extensive and thorough move-in and move-out instructions (which can be found on our website at www.rentaffinity.net), so that students can protect themselves from being charged for anything they are not responsible for. When completing reporting, we look at the students move-in documentation and pictures, and we also look at previous years information as an added precaution. We certainly do not want to charge students for items they are not responsible for. We did not receive move-in documents or pictures from the student in question, however, we did receive a form from his roommate. This information is what was used when assessing the property at move-out.I am enclosing a copy of the security report which breaks down the charges the student was assessed. The items in dispute are valid charges. First, we did not wait 30 days before reviewing the house. It was reviewed with 1 week of the students vacating. Because we deal with approximately 60-80 students, it can take up to 30 days for us to complete all reporting and refunds. We can send pictures of cleaning and damages if needed. This house was charged for 6 hours of cleaning, for a total of Sl 80, which gets divided by 3 students. Kitchen appliances were not clean, nor were cabinets wiped down inside and out. All baseboards were dirty throughout the house and bathrooms also were not clean. There was much more than dust to be cleaned. The cloth shower curtain was ruined because a shower liner was not used (student stated did not know needed one). They were charged the cost of the shower curtain. There was damage to the top of an end table (not noted at move-in and no previous record of). They were charged $20 to buff and repair. The downstairs bathroom door jam was broken (cracked and metal latch piece was off jam). Also, show no reporting of that damage. They were charged $85.00 to repair the damage.Lastly, I have record of the reporting of the hard wired smoke detector beeping on 8/15/16. Our service person repaired/replaced the smoke detector on 8/25/16 and an email was sent to the students closing that work item. Also the student contacted the office by phone on 6/5/17 to dispute charges and the call was returned, so we are not sure why they are stating our company will not take a phone call. We do ask that they dispute any charges by e-mail since that is a better method for documentation reasons.If you have any questions or concerns, please do not hesitate to contact me.Regards,Terri M. Office Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]