Ferguson, Dechert Real Estate

Review: Rented a house in Avalon which was in a state of disrepair. We found the following issues:

1) Large 18" x 18" rug propped in corner of kitchen

2) Multiple pieces of broken furniture on back deck

3) Fungus and mold in Jaccuzzi

4) 3 foot high weeds around house

5) Broken window in kitchen

6) Ants infestation in kitchen

7) Poor drainage in bathrooms cause multiple clogs during the week

Spent 2 hours cleaning the house. Provide the agencies 1 written and 4 phone complains with no resolution.Desired Settlement: $500

Business

Response:

The [redacted] notified our office after they checked in that there were several issues at the property. We immediately sent someone over to remove the rug that was propped up and fixed the light. The moldy rafts and weeds/grass were also taken care of. We were not notified of any broken furniture on the deck. It was explained to the [redacted] that there were 2 jacuzzi tubs at the property. The jacuzzi that is sunken into the deck is included with the rental, the other is not. I explained to [redacted] that there was a long term tenant in the property before her, they took it upon themselves to fill and use the other hot tub. [redacted] said understood what I explained to her and said that was fine. The ant infestation and poor drainage in the bathrooms were not reported, Had we been contacted about the cleaning, we would have sent the cleaner back to the property. The only written complaint we received was the Inspection Sheet they turned in after they checked into the property and all items were addressed, except for the broken window which needs to be replaced.

Consumer

Response:

I am rejecting this response because the agency did not resolve any of the issues related to the rental property except removal of the rug in the eating area. the other issues we identified were not resolved. The Jacuzzi remained "green" the entire time we were there. The property description said there was a pool and jacuzzi - the jacuzzi remained inoperable the entire time. The grass was never cut (it was 3 foot high), despite the work being assigned an agent's relative. In summary, a poor experience from a rather lazy unresponsibe company.

Business

Response:

Attached please find a response, and accompanying pictures, to a complaint that you received from one of our rental clients.

I feel that our office addressed any tenant concerns that were brought to our attention. Also, the tenant paid additional monies to spend an extra night in the property for these reasons. I feel that a request for a refund of $500.00 is not warranted

I am surprised at the tenant’s claims regarding this property.

We were notified Sunday morning, the day after the tenant checked in, that there was a rug rolled up in the corner of the dining room and that the gardens along the walkway were full of weeds. I immediately sent over Handy Man Service, who removed the rug and weeded the gardens. We were never told about the broken pieces of furniture or an ant infestation in the kitchen or about any issues with drainage in the bathrooms by either this tenant or the seasonal tenant that had been there for the previous ten weeks.

We were called regarding the Jacuzzi being dirty. What we explained to the tenant was that there are two Jacuzzis, the one on the side of the home was covered and not to be used by the tenants. Unfortunately, the seasonal tenants took off the cover, but the Jacuzzi had never cleaned and that is why it was dirty. We explained that the Jacuzzi on the rear deck was the one the tenants were supposed to use and it was serviced before they checked in, clean and working. It was my understanding that these tenants understood this situation and since they had the Jacuzzi they were promised they were okay with it. And we never heard anything else.

The cleaning issue is the most perplexing since my office never received a call from these tenants about the condition of the rental. Also why this is so perplexing is because the owner had a cleaner spend over 7 hours doing an “end of the summer” cleaning, which was paid for by the Seasonal tenants at the end of their stayjust four days earlier. This cleaning includes cleaning everything including inside the cabinets to the baseboards and the fans as well as all the normal items in the bathrooms and kitchen areas and bedrooms. The home was spotless! l have even included pictures of the home after it was cleaned that I had to fon/vard to the owner showing him what a great job the cleaners had done.

The only item the cleaners did not take care of was the rug that was rolled up in the dining room because the cleaner thought it might be the owner’s and did not want to remove it.

Therefore, except for a roiled rug that should not have been there and some weeds in the garden everything was as it should have been. In addition, both of these items were handled as soon as we were told about them. I am disappointed that the tenants did not find the property up to their expectations, but we took care of and addressed the items they had contacted my office about.

Lastly, these tenants also requested and paid to stay an extra dayund of $500 is not warranted.