Ferrari-Lund Real Estate, Inc.

I viewed a rental property advertised by [redacted] and Ferrari Lund the end of March 2015. I inquired about rate and deposits. I was told the rent is $1,500 per month and utilities, water and garbage were separate. I asked [redacted] if dogs were allowed and she advised me they were with an additional pet deposit of $250 per pet. I was interested in the property only if they allowed dogs. I would not have moved if my dogs were not allowed. I placed my notice with my apartment to move prior to the end of March for a last day of May 4. Between the end of March and May 1, I emailed [redacted] and her assistant several times to sign the lease. Finally, on April 22, I received an email from [redacted] advising me that a May 1st move-in date was acceptable and she would be sending the lease over for my review as soon as she got it back from the HOA attorney. The lease was never sent to me. The first time I saw the lease was May 1, 9 a.m. when I signed and received keys. At the time of signing, [redacted] explained to me that the pet deposit was not broken out in the lease because breaking out a pet deposit required a separate account or accounting or something. On the day I'm supposed to move and having given notice with my apartment and having no other living options for myself and my 11-year old son, I signed the lease as she explained it to me. Had I known that 38 days of living at [redacted] I would receive a 10-day notice to remove the dogs from the property and not get the $500 pet deposit returned to me, I would not have signed the lease. Several times I told [redacted] the dogs would be removed upon return of the deposit. On June 12, [redacted] emailed me: "As for the deposit, if you reference the lease, there is no "pet deposit". There is only a security deposit." I received the notice under the terms of the lease that the dogs are a nuisance. I believe in order for this removal the nuisance laws need to be followed. I don't believe they have been as I have not received legal noticeProduct_Or_Service: Rental leaseAccount_Number: [redacted]Desired SettlementI would like a new contract and for the Property Management company to follow proper property management codes. If I am going to remove my dogs after this short time living in the house, I want a refund of $500. I want to stop being harassed by the property management company, neighbors and the HOA attorney; I want to stop walking on eggshells. Business Response When [redacted] inquired about the property and inquired regarding her dogs, my answer to her as it is for all of the properties I manage that will allow pets was, "Pets are considered upon approval with an increase in security deposit." I do not charge a separate "pet deposit". She visited the property, she was aware that the property was on a corner, had a low fence and was surrounded by other properties on the other sides. She submitted an application and was accepted. It is my wish to send the lease to tenants ahead of time, but because this property is in a receivership, the attorney did not get the final approved copy to me until right before the lease signing appointment. When [redacted] came in for the lease signing appointment, I asked her if she wanted time to read through and ask questions regarding all the terms of the lease. I usually set aside about an hour of time for a lease signing to accommodate any questions or concerns a tenant may have. She indicated that she had signed leases before and that she would be fine if we went through the lease and I paraphrased the sections. I am not sure what she is referencing about the pet deposit being in a separate account, this is not the case as there is no separate pet deposit. I did explain to her that her rent is deposited into one trust account and security deposits are held in a separate trust account as per NRS and that the Owner of the property does not hold the deposit. As for the notice of the dogs becoming a nuisance, the lease and the HOA documents are clear on the subject of that issue. See below:6. As per Pet Addendum, the following clarifications and additions are made a part of the agreement:a. Tenant will be responsible for any damages caused by any pet(s) brought onto the Premises. Tenant must repair or replace any and all damaged items to the original condition within fifteen (15) days of receiving notice of these matters from Management. If Tenant fails to timely repair or replace any and all damaged items as required herein, the Landlord will use the Tenant's security deposit to make the repairs or replace the damaged items and Management further has the right to give thirty (30) day's notice to the Tenant to vacate the Premises.b. Tenant agrees to remove the pet(s) from the Premises within ten (10) days of notice from Management if the pet(s) become a nuisance or annoyance or disrupts the rights of others in the neighborhood. "Nuisance" includes incessant barking by a pet.c. Tenant agrees that Management has the right to terminate the lease with (30) day's notice if a pet causing a nuisance or annoyance or disrupting the rights of others in the neighborhood is not removed from the Premises in accordance with the lease term immediately above.All other terms and conditions to remain the same.[redacted] was given verbal warnings regarding the dogs barking prior to the written/email request to remove the dogs. She was asked to bring the dogs inside when they began to bark incessantly and that did not occur. The weekend before the written/emailed notice was given, complaints from more than 2 neighbors were received. After the notice was received on June 8, 2015, she sent several emails regarding her progress in placing her dogs elsewhere and sent her son in to my office and to several neighbors' houses, crying, asking them not to make the dogs leave. The HOA then offered her a meeting to discuss options regarding the dogs. [redacted] picked the day and time, June 12, 2015, and the HOA and I rearranged our schedules to accommodate that meeting. On the day of the meeting, about 35 minutes prior to the meeting time, she sent an email saying she was not coming to the meeting.[redacted] indicated in several emails that she had retained legal counsel to help her with this issue. I then turned over all further communication to the HOA attorney, [redacted]. Ms. [redacted] sent [redacted] a letter on June 18, 2015 giving her three options to settle the issue. [redacted] chose the third option, to vacate the property on or before June 30, 2015. She turned over keys late in the afternoon of June 30, 2015.Because she chose to vacate the property, I believe the part of the complaint, Consumer's Desired Resolution is non-applicable. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)There is no proposed resolution on behalf of [redacted], the licensed property manager, and/or her broker, [redacted] and Ferrari-Lund Real Estate. Furthermore, the response that my desired resolution is non-applicable is true - however, at the time of filing the complaint, it was applicable; the bullying, threats and ultimatums to vacate the property had not begun at the time of filing this original complaint. Final Business Response The tenant vacated the property and Ferrari-Lund Real Estate refund her deposit on 7/3/2015, less expenses incurred by the tenant. If you need anything further please let me know.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Because I was forced to vacate the property, the resolution I originally requested doesn't apply. The business neglects to say I was forced to make decisions in a short period of time- like get rid of mine and my child's dogs (family members) or pay the entire terms of the lease and be evicted. The business has not told the Revdex.com how they plan to resolve this claim. The fact that the business did not do its due diligence in investigating the circumstances surrounding complaints by 1, 2 or 3 neighbors (in a community of hundreds) but forced me out speaks to Ferrari-Lund's unprofessionalism. I have spoken to MORE THAN 3 residents of [redacted] who say they never heard my dogs but they hear dogs barking to this day. I notified [redacted], the licensed professional real property manager, that the neighbor, [redacted], at 195 [redacted] was harassing my 11-year old son, our dogs and even myself and no investigation was done on that end. It is the licensed professional's responsibility to provide services to all involved in the renting of a property she is responsible for. Further evidence of the lies and unprofessionalism by Ferrari-Lund Real Estate, [redacted] and her broker, [redacted], the deposit was NOT returned to me on July 3 as her claim to Revdex.com states, but on July 30 and this was AFTER they tried returning it to me more than 30 days after me leaving the property (which I have evidence of). In [redacted]'s prior response, she, in essence, calls me a liar - stating that I was told to bring the dogs in the house when they barked. I did bring the dogs in when they barked. [redacted] never investigated but took 3 homeowners words over my word; in essence, he said, she said. There were never any complaints against me made with law enforcement or animal control. My renter's rights are violated. I was profusely harassed by the neighbor, [redacted], at 195 [redacted] Pkwy. [redacted] even taunted my dogs when they were inside the house in the bedroom with me. The bedroom that faced [redacted]'s garage. She yelled "bark, bark, bark, bark, bark" at the dogs after they stopped barking. She teased them. I am requesting reimbursement of the lease broken by Ferrari-Lund and [redacted] HOA, as well as moving expenses, times two, the full return of my deposit and damages.

In last few months I have been unable to get answers to important questions about my account about bookkeeping. I have contacted Ferrari-Lund broker twice with no response. This information should be transparent with handling of my rental properties. I have asked for this information several times. The service I have received has been poor and I would not recommend this company.Desired SettlementI had to file this has I still have to go to IRS, Reno Sparks Realtor Assn. and Nevada Realtor Commission.Business Response Re: Case # [redacted]Dear Sirs;In response to the complaint filed on February 25th, 2016 by [redacted]; I have been his property manager for over 5 years on 2 single family homes. He has been provided with copies of management agreements on a few different occasions, he has been provided a monthly accounting statement without fail every month, and he has been provided with invoices for work completed. I have personally gone to his properties, along with my husband to complete work at little or no cost to save him money. I have turned each property over very quickly each time a tenant has given notice providing him with little or even no vacancy. I have always rented to good tenants so that the properties don't have to have new flooring and paint or major repairs with each turn over. I have pursued a past tenant and recuperated funds for [redacted]. I have also spent hours with him trying to explain that tenants security deposits do not belong to him and when damage is caused to the properties by tenants and their security deposits are held, that it is only for the actual cost of the repairs that they are held. On February 9th, 2016 I spent over 2 hours sitting down personally with [redacted] at my office trying to explain the figures to him on his own statements (that had been provided to him by me over the years) that he brought with him to the meeting. [redacted] has even stated that he has had 2 other accountants look over his statements and everything is fine with them and there has been no misappropriation. He is in a separate contract on each of the single family homes and those contracts stipulate a fee that totals $1175 for early termination. I have made [redacted] an offer of $550 to cancel both contracts and I will prepare the files and deliver to another manager and make the proper tenant notifications at no extra charge. [redacted] has declined this offer. I have written communication with [redacted] stating that he was provided everything, and written communication from him that there were independent parties of his own that looked at his monthly statements and concluded that there was nothing wrong. All of this along with the fact that he in his own statement to you is not seeking a settlement leads me to believe that he just needed a platform to vent and sometimes people need to feel heard. Given these facts, this in no way should reflect poorly on me or on Ferrari-Lund Real Estate.Should you have questions or require further information please feel free to contact me.Thank you[redacted]Ferrari-Lund Real Estate775-232-2419

Ferrari-Lund took additional money from our security deposit that was completely unwarranted, and unprofessional. I gave our property manager, [redacted], 60 days notice when we received military orders to move out of our property on [redacted] in [redacted]. I had set a walk through appointment with her for April 28th, more than 30 days in advance. It wasn't until the day before that she refused to conduct a walk through of the property with me, in which she knew I was leaving town the following day. I had hired a professional cleaning company to clean the property. She had me turn in keys to her office, and did not contact me again. I assumed there were no issues. 15 days later, I receive our deposit refund check back, less $210. She had hired an additional cleaning company of her choosing, WITHOUT contacting me first to try and remedy the issues with the cleaning. She was well aware of my hiring of a cleaning company, but chose to use one of her own to remedy the issues. I paid for a cleaning service that guaranteed to remedy any issues that were found. I understand hiring an outside service had I not responded to requests, but she did not communicate with me, what-so-ever. The other charges were for ridiculous fixes that could have been done while I was in town, had she conducted a walk through of the property. This included a water filter, of which may or may not have been changed prior to our move in. I find this extremely shady to contract expensive services taken out of someone else's money, without so much as a line in an email! Not to mention, this is how this company treats those that are defending this country? This is beyond poor customer service. My family and I were completely taken advantage of, due to the time constraints of the moving process, and the malicious activity by Ferrari-Lund property manager, [redacted]. BEWARE of renting any property from this company!!Desired SettlementI would like to see Ferrari-Lund refund the additional cleaning expense that was charged to our account. Business Response We were scheduled (well in advance) to accommodate the tenants request for a walk through on Wednesday, April 25, 2016, even though my business practice is not to do final walk throughs with tenants. The fact is, that I did not cancel nor did I refuse to do a walk through with the tenants. It was on Tuesday, April 26, at 5:56p.m. the tenant canceled the walk through and not me (as accused), per text message (see attached screen shot of text message) and the tenants were looking for an open ended time on Thursday.Also, per the text messages, the keys were turned in on Thursday AM. per text at 9:29 AM. I was not available on Thursday and performed the final walk through on Friday, April 29, with 2 witnesses. (also see screen shot of message) Cleaning: The fact is, that the home was not cleaned properly to the standards that the home was in when the tenants took occupancy. In addition, the tenant did not communicate to me that their cleaner would go back and complete the work that was not satisfactory. The garage was not swept out. The range top was greasy and dirty. The oven was not clean and appeared to have had a self cleaning cycle completed and had remnants (those that are of burnt nature) of that which was not wiped out or cleaned properly. Under the microwave was greasy/dirty. The master shower tub had a ring around the drain and the master shower closure area next to door was dirty. The medicine cabinet in the 2nd bath was not wiped out. (see attached photo's that were provided to tenants, as well) Thus, that is what was completed to bring the property to it's condition it was in when the tenants took occupancy. That is the $90.00 bill that was deducted from the tenants security deposit. I gave instruction to the cleaner that this was spot cleaning only and did not do any repeat or unnecessary cleaning.Repairs: Touch up paint, changed out water filter (actual cost), cleaned microwave filters. That was the bill for $120.78 and not "ridiculous fixes". (see attached receipts)Other Information: 1). The lease states that the carpets are to be professionally cleaned by a company mutually agreed upon by Management and Tenant. I did not give permission for the tenants to use the carpet company they chose. There was dog hair on steps, but I did not mention it or try to collect further. I saw that the tenants paid a lot for this carpet service and my thoughts were that I would not use this company as I would have recommended other companies that would have charged less and done a better job. 2). The tenants benefited from not paying for or doing the landscape maintenance during the duration of the lease, per lease stated that the tenants were to do the landscape maintenance. 3). The waste management bill was not ever put in the tenants name (per lease) and we did not ask for reimbursement of this expense. There could have been additional charges and there weren't. The personal attacks against myself and Ferrari-Lund are not warranted. Nor were the tenants taken advantage of. It IS unfortunate that they were not able to meet as planned on Wednesday, I think we could have both benefited and got what we both wanted as a result and felt that we had a very good business relationship throughout the lease. Again, tenants did not communicate to me that their cleaning people would go back to do any cleaning...nor did they press for a Thursday appointment. Finally, I did not break the appointment or refuse to meet, the tenant broke the appointment.