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Contact Name and Title: *** *** * ***
Contact Phone: ***
Contact Email: ***
We pride ourselves in providing personalized customer service, and the majority of our clients very much enjoy working with usThis owner client clearly does not value our service and
instead wishes to bad mouth our company in an attempt to get money, which saddens us
Guests checking out late is a rare and unfortunate occurrence with our business, and one of those things that is out of our control as a brokerWe are sorry we did not receive her call, however in this particular situation we simply wouldn't have been able to do anything more than she had already done to get their belongings and the guests out of the home quickerWe have the same phone number for the guest as she had, and we aren't going to drive from Chicago to Ann Arbor to kick the guest out (nor does our contract imply that)That is a very straightforward fact the owner refuses to accept
In most cases we are here to pick up the phone with a friendly voice, but we have limited phone support on Sundays, and our voicemail on 10/clearly and explicitly stated to send us an email during our off-hours if the matter was urgent, which she did not doMore importantly, our service fee covers much more than answering phone calls, hundreds of which we field on a weekly basisSpecifically, we have brought this owner several bookings, provided a marketplace for her to list her home (web technology and marketing paid for by us), customer service for her and her guests, payment processing, security deposit collection, contract collection, and much more
Sorry, but we do not share her opinion that she is entitled to our company's hard-earned commissionWe are a brokerage that connects owners and guests, and some level of effort is required on her part as an ownerThat said, we will not be giving this owner any money beyond what she was owed (which was paid to her on time and in full for every rental she had with us)We have also deactivated her account from our website, and will not be working with her moving forward
Finally, our contractual documents are quite sound, and section of our Owner Contract specifically clears our company of any wrongdoing in this situation:
Our other contracts for quick reference:

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Address: 222 W. Ontario, Ste 320, Chicago, Illinois, United States, 60654


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