Forehand, Inc.

Attached you will find our standard vacating checklist that we provide to all tenants when they submit a move out notice.  [redacted] mailed a copy to the apartment that [redacted] (*) was living in when incarcerated and also a copy to [redacted] (*) who was handling his affairs.  [redacted] and another...

Forehand representative did a walk through with Ms. and pointed out that the stove, window sills, and some other items needed to be cleaned.  Our assumption is, when we notify people that the stove must be cleaned; that it is a common understanding that we mean the entire unit including the stove top and the oven.  As a company we were doing the tenant a favor by allowing Ms. to handle the affairs as she was not on the lease.  Otherwise, we could’ve allowed the past due rent to accumulate resulting in a judgment for an unpaid balance.  We are not the kind of company to cause further financial hardship on anyone who is already having a tough time.  We charged fair cleaning charges and followed instructions given to us by the owner of the property.  We were able to refund the appropriate amount out of the owners account and the refund check is already in the mail.  The reason for hanging up the phone abruptly while speaking with Ms. (*) was due to her handing the phone to a gentlemen that I have never spoken with and whose name was not in file or on the lease.  We do not discus finances or account information with anyone not listed in our files. I notified the gentlemen that I was not at liberty to discuss anything with him as he was not on the lease and he continued to talk, I then notified him that I would hang the phone up if he continued to discuss confidential details and he ignored me, at which point I set the phone on the receiver.  It is never our intention to frustrate anyone, argue with anyone, or leave anyone with ill feelings towards our company.  We try to be as fair as possible to tenants, owners, and ourselves by following policies, rules, and laws set by the FHA and experienced professionals in the industry.  Should you have any questions concerning this matter feel free to contact me.  Thank you for your time! [redacted]Assistant Property ManagerForehand Property Management

Review: The lease holder of the apartment was incarcerated before his lease ended, so I handled his affairs in regards to the apartment, while [redacted] handled his file. When the time came for the move-out, I scheduled a walk-through with [redacted] to make sure that everything in the apartment was in order. (There with me was my fianc, his nephew, and my uncle, and they all overheard the conversation.)[redacted] did a walk through of my brother's apartment, including the kitchen and she said nothing about the inside of the oven needing to be cleaned, as she never looked inside of it. Nevertheless, I wiped the top of the stove and wiped around the eyes of the stove, not knowing that they expected a "deep clean", as I was not told that by [redacted] during the walk-through . She told me to wipe down counters, cabinets, and windowsills, among other things in different areas of the house, and said that I would "be good to go". Later on, after I followed all of her directions, and cleaned everything that was I was told to clean, I found that I had been charged 155 dollars to have the oven cleaned and windowsills and cabinets cleaned, as they had allegedly "not been cleaned". I should note that there was a move-out notice that was mailed to my address, explaining what needed to be cleaned up to avoid charges, resulting in my decision to set up a walk through with [redacted] to make sure that I was following their guidelines. When I proceeded to call and question why I was charged such a preposterous amount, I eventually talked to [redacted], who I am assuming is the manager, and was told not only that "people make mistakes and just because she didn't look in the oven does not mean that it shouldn't have been cleaned", ( she refused to take into consideration that I was not told by [redacted] during the walk through that the oven's condition was unacceptable) in addition to the "charges were the charges and the owner has the money and that's that", then she hung up in my face before I could ask any further questions.Desired Settlement: First and foremost, I would like an apology for the hang-up in my face ( I handed the phone to my fianc so that I could readjust my attitude, to avoid saying something disrespectful, which is when she proceeded to yell over my objections to her hanging up before a resolution could be established) Secondly, I would like a billing adjustment along with a policy adjustment so that other renters/leasers will not also be in this predicament.

Business

Response:

Attached you will find our standard vacating checklist that we provide to all tenants when they submit a move out notice. [redacted] mailed a copy to the apartment that [redacted] (*) was living in when incarcerated and also a copy to [redacted] (*) who was handling his affairs. [redacted] and another Forehand representative did a walk through with Ms. and pointed out that the stove, window sills, and some other items needed to be cleaned. Our assumption is, when we notify people that the stove must be cleaned; that it is a common understanding that we mean the entire unit including the stove top and the oven. As a company we were doing the tenant a favor by allowing Ms. to handle the affairs as she was not on the lease. Otherwise, we could’ve allowed the past due rent to accumulate resulting in a judgment for an unpaid balance. We are not the kind of company to cause further financial hardship on anyone who is already having a tough time. We charged fair cleaning charges and followed instructions given to us by the owner of the property. We were able to refund the appropriate amount out of the owners account and the refund check is already in the mail. The reason for hanging up the phone abruptly while speaking with Ms. (*) was due to her handing the phone to a gentlemen that I have never spoken with and whose name was not in file or on the lease. We do not discus finances or account information with anyone not listed in our files. I notified the gentlemen that I was not at liberty to discuss anything with him as he was not on the lease and he continued to talk, I then notified him that I would hang the phone up if he continued to discuss confidential details and he ignored me, at which point I set the phone on the receiver. It is never our intention to frustrate anyone, argue with anyone, or leave anyone with ill feelings towards our company. We try to be as fair as possible to tenants, owners, and ourselves by following policies, rules, and laws set by the FHA and experienced professionals in the industry. Should you have any questions concerning this matter feel free to contact me. Thank you for your time! [redacted]Assistant Property ManagerForehand Property Management

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response was not accurate. The phone was disconnected in my face after I asked her not to hang up the phone. She was rude and very disrespectful, and I would like an apology for her inadequate customer service and management representation.

Regards,