Gold Medal Property Management

In response to their complaint, please find attached the following list of documents which are cited as “Exhibits”– Cleaning Policy– Inspection upon Move out– Intent to Vacate– Lease– Move in Inventory– Move out calculation First, we would like to state that we regret that our former tenant feels he was taken advantage of by usWe pride ourselves on “core value” of equal respect for owners and tenants and believe that we have extremely fair practices in placeThank you for the opportunity to provide additional documentation of our actions and why we are certain that they are fair andwell within the realms of our legal authority as granted by the lease and other documents that the tenant executedExhibit is our Move-out cleaning policy As you can see,Gold Medal tenants execute this document upon moas well as move-out We have them do it upon moso that their expectations are clearly set well ahead of time of what our expectation are for how we expect a property to be turned back over to usThis is also the document that explains that the $fee that Mr [redacted] mentioned in his complaint is a coordination fee which is charged to tenants due to the failure to comply with the requirements of this document The coordination fee covers our costs of coordinating among different vendors to come in to fix the things the tenant did not fix at move out.Exhibit – Move out calculationsThis is the statement which was sent to Mr [redacted] upon the formal closing out of his tenant file with usThis provides a detailed itemization of every charge which was withheld from his original security depositThis authority is provided to us in the tenant lease (Exhibit #4) in paragraph 10, Section D, Sub paragraph whereby a landlord may make appropriate deductions from a held security deposit due to damages considered above “wear and tear”You can see in the middle section title “Deductions From Security Deposit”, the Maintenance Coordination Fee & Pest Control treatment which Mr [redacted] acknowledges he asked us to coordinate on his behalfThe nextlargest charge was $for replacing all of the drip pans on the stoveThis again is specifically listed as a requirement on our Move-out Cleaning Policy (about half way down the page) As another courtesy, only ½ of the vendors service charge fee was charged to the tenant since that the vendor performed other work while at the property on make-ready items that were NOT tenant charges so we felt it was only fair for him to not be charged the entire service call feeAdditionally, we have included Exhibit “Intent to Vacate” here in our response to show where once again, the tenant is reminded (in item #5) that it is the tenant’s responsibility to comply with any other Landlord Move-out requirements, which at Gold Medal, clearly include our move-out cleaning policyand reminds the tenant once again of the optional Maintenance Coordination feeThe Fee is optional in that it is only required if the needed repairs to tenant-caused damage are not completed at move out If the tenant leaves things needing repair he/she will be charged the coordination feeIf the tenant requests that Gold Medal handle certain aspects of repairs to the unit, then the fee is charged to recoup our time in coordinating with outside vendors to make the needed repairsThe final two attachments for your review are:Exhibit – Move In InventoryThis is the document that Mr [redacted] completed upon moving into the property having the opportunity to document any apparent deficiencies in the property upon his move in When a tenant moves out, this is the document that we compare against to determine if a tenant should or should not be charged for identified property damages.Exhibit – Move out reportThis is the complete move out report, with photos and notes that was made upon MrRickett’s move-out from the propertyWe always give our tenants the choice to be present during this final walk thru Mr [redacted] declined and was not present However, you can tell by the inspection that most items were identified which were NOT charged to the tenant as they were clearly due to wear and tear of the property The building owner was charged for these maintenance items.Thank you for the opportunity to present the Gold Medal side of the complaintI am available for any questions you might have about these reportsWe are also very happy to sit down again with Mr [redacted] to go over the items in question again with him[redacted] ***, REALTOR / OwnerGold Medal Property Management [redacted] ***Killeen, TX [redacted]

Ms [redacted] was an excellent tenant Everything she stated regarding her appropriate notice of intent to move out is also correct Upon first hearing from her regarding her dissatisfaction with the amount of security deposit refund she was issued, we immediately asked her to come into the office for a face to face meeting with one of our property managers so we could better understand her frustration She did come in and met with me personally and I listened to her issues with an open mind During this meeting, it was made apparent that our move out process was not followed in its entirety because it is protocol at Gold Medal that the tenant be given a signed and accepted copy of the TWO forms which are submitted at the time notice is givenThese forms were not found in her tenant fileThis means that they were either inadvertently given back to her as the original documents before copies were made, or the copies for her file were misplaced or misfiledOne of the two forms we have tenants sign at time of notice, is our very thorough and complete check list of all property preparation requirements which have to be completed in order for a tenant to receive the highest amount of their security deposit as a refundAlthough she did complete the pest control and carpet cleaning with receipts as part of those requirements, many of the other items were not completedAlthough the checklist was reportedly not provided to her as intended, our requirements are not uniquely Gold Medal requirements but rather quite the standard list for move out requirements across property managers in our area She was charged for the following incomplete items:*Full Clean (as the unit was partially cleaned, this was an error on the part of our accounting team) After reviewing the photos of her move out walk through, I determined that she should have only been charged for a “light clean” and therefore provide a partial refund to her for this chargeItems not thoroughly cleaned included the refrigerator, oven, baseboards, ceiling fans and window tracks*Broken kitchen sprayer, upon research again of the photos, there was no evidence of any deliberate damage or misuseThese things do break with “wear and tear” so she was refunded this charge*Burned out bathroom light, was clearly noted as also not operational at the time of her move in inventory therefore refunded in full*missing window screens, her lease clearly indicated that repair or replacement of window screens was a tenant responsibility even during the tenancy However, upon researching the moinventory once again, there was indication that one was already missing at the time of her move in and therefore the one screen was refunded to her leaving three for her to reimburseIn summary, we feel like we definitely went back to research all of her complaints and found that some were completely founded! That is why we issued her an additional refund of $ This brought her refund amount to $out of $total depositAdditionally, we have delivered additional training for our front office staff to ensure they understand the importance of following all standard policies and procedures and ensuring that all noticing tenants are provided with the checklist in order to equip them for complete success We also have spent time with our walk-through staff and accounting team to make sure they are spending enough time reviewing the move in inventories with greater detail in order to catch some of these small items missedWe regret that Ms [redacted] final interaction with Gold Medal was so dissatisfactory after providing her with professional property management services for so many months but do not feel there is any justification for additional refundThank you for your time.Gold Medal Property Management

Complaint: ***
I am rejecting this response because:I appreciate this responseThe additional $was given back to me because of my complaint with Revdex.comI am satisfied with the refund, being that I didn't wipe down in the kitchen With regard to the window screens, I provided them with pictures they took showing the unitScreens were already missingThey wanted to charge me for six (all windows), but only one picture was taken of one screen missingAnd then somehow they decided to just charge me for fourTo this day, the same screens that were missing when I moved in, are still missing with new tenants living in the unit. I really do hope that they retrain the staff.I don't want anything else from them, but I want it to be know to other to be careful.I'm happy to say that I am buying a house nowI will never have to do business with them every again or any other rental property management company. P.S- the pictures I sent themFrom the front (missing screen), I was the third unit to the right (white door)From the back (missing screens), the unit with box at back doorThe same screens that had been missing from day one of moving in.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: I was not told when the final inspection would be moving myself was an arduous process; I acted in good faith and far to many times a business will hide behind paperwork when taking advantage of the consumer.  I paid the cleaning crew to avoid any inspection issues yet I am charged with additional administration fees that were made in house? This company has an integrity problem in my opinion.
Regards,
[redacted]

Ms. [redacted] was an excellent tenant.  Everything she stated regarding her appropriate notice of intent to move out is also correct.  Upon first hearing from her regarding her dissatisfaction with the amount of security deposit refund she was issued, we immediately asked her to come into the...

office for a face to face meeting with one of our property managers so we could better understand her frustration.  She did come in and met with me personally and I listened to her issues with an open mind.  During this meeting, it was made apparent that our move out process was not followed in its entirety because it is protocol at Gold Medal that the tenant be given a signed and accepted copy of the TWO forms which are submitted at the time notice is given. These forms were not found in her tenant file. This means that they were either inadvertently given back to her as the original documents before copies were made, or the copies for her file were misplaced or misfiled. One of the two forms we have tenants sign at time of notice, is our very thorough and complete check list of all property preparation requirements which have to be completed in order for a tenant to receive the highest amount of their security deposit as a refund. Although she did complete the pest control and carpet cleaning with receipts as part of those requirements, many of the other items were not completed. Although the checklist was reportedly not provided to her as intended, our requirements are not uniquely Gold Medal requirements but rather quite the standard list for move out requirements across property managers in our area.  She was charged for the following incomplete items:*Full Clean (as the unit was partially cleaned, this was an error on the part of our accounting team).  After reviewing the photos of her move out walk through, I determined that she should have only been charged for a “light clean” and therefore provide a partial refund to her for this charge. Items not thoroughly cleaned included the refrigerator, oven, baseboards, ceiling fans and window tracks. *Broken kitchen sprayer, upon research again of the photos, there was no evidence of any deliberate damage or misuse. These things do break with “normal wear and tear” so she was refunded this charge. *Burned out bathroom light,  was clearly noted as also not operational at the time of her move in inventory therefore refunded in full*4 missing window screens, her lease clearly indicated that repair or replacement of window screens was a tenant responsibility even during the tenancy.  However, upon researching the move-in inventory once again, there was indication that one was already missing at the time of her move in and therefore the one screen was refunded to her leaving three for her to reimburse. In summary, we feel like we definitely went back to research all of her complaints and found that some were completely founded!  That is why we issued her an additional refund of $200.  This brought her refund amount to $389.66 out of $575.00 total deposit. Additionally, we have delivered additional training for our front office staff to ensure they understand the importance of following all standard policies and procedures and ensuring that all noticing tenants are provided with the checklist in order to equip them for complete success.  We also have spent time with our walk-through staff and accounting team to make sure they are spending enough time reviewing the move in inventories with greater detail in order to catch some of these small items missed. We regret that Ms. [redacted] final interaction with Gold Medal was so dissatisfactory after providing her with professional property management services for so many months but do not feel there is any justification for additional refund. Thank you for your time.Gold Medal Property Management

In response to their complaint, please find attached the following list of documents which are cited as “Exhibits”1 – Cleaning Policy2 – Inspection upon Move out3 – Intent to Vacate4 – Lease5 – Move in Inventory6 – Move out calculation First, we would like to state that we regret that our...

former tenant feels he was taken advantage of by us. We pride ourselves on “core value” of equal respect for owners and tenants and believe that we have extremely fair practices in place. Thank you for the opportunity to provide additional documentation of our actions and why we are certain that they are fair andwell within the realms of our legal authority as granted by the lease and other documents that the tenant executed. Exhibit 1 is our Move-out cleaning policy.  As you can see,Gold Medal tenants execute this document upon move-in as well as move-out.  We have them do it upon move-in so that their expectations are clearly set well ahead of time of what our expectation are for how we expect a property to be turned back over to us. This is also the document that explains that the $50 fee that Mr. [redacted] mentioned in his complaint is a coordination fee which is charged to tenants due to the failure to comply with the requirements of this document.  The coordination fee covers our costs of coordinating among different vendors to come in to fix the things the tenant did not fix at move out.Exhibit 6 – Move out calculations. This is the statement which was sent to Mr. [redacted] upon the formal closing out of his tenant file with us. This provides a detailed itemization of every charge which was withheld from his original security deposit. This authority is provided to us in the tenant lease (Exhibit #4) in paragraph 10, Section D, Sub paragraph 1 whereby a landlord may make appropriate deductions from a held security deposit due to damages considered above “normal wear and tear”. You can see in the middle section title “Deductions From Security Deposit”, the Maintenance Coordination Fee & Pest Control treatment which Mr. [redacted] acknowledges he asked us to coordinate on his behalf. The nextlargest charge was $25.00 for replacing all of the drip pans on the stove. This again is specifically listed as a requirement on our Move-out Cleaning Policy (about half way down the page).  As another courtesy, only ½ of the vendors service charge fee was charged to the tenant since that the vendor performed other work while at the property on make-ready items that were NOT tenant charges so we felt it was only fair for him to not be charged the entire service call fee. Additionally, we have included Exhibit 3 “Intent to Vacate” here in our response to show where once again, the tenant is reminded (in item #5) that it is the tenant’s responsibility to comply with any other Landlord Move-out requirements, which at Gold Medal, clearly include our move-out cleaning policyand reminds the tenant once again of  the optional Maintenance Coordination fee. The Fee is optional in that it is only required if the needed repairs to tenant-caused damage are not completed at move out.  If the tenant leaves things needing repair he/she will be charged the coordination fee. If the tenant requests that Gold Medal handle certain aspects of repairs to the unit, then the fee is charged to recoup our time in coordinating with outside vendors to make the needed repairs. The final two attachments for your review are:Exhibit 5 – Move In Inventory. This is the document that Mr. [redacted] completed upon moving into the property having the opportunity to document any apparent deficiencies in the property upon his move in.  When a tenant moves out, this is the document that we compare against to determine if a tenant should or should not be charged for identified property damages.Exhibit 2 – Move out report. This is the complete move out report, with photos and notes that was made upon Mr. Rickett’s move-out from the property. We always give our tenants the choice to be present during this final walk thru.  Mr. [redacted] declined and was not present.  However, you can tell by the inspection that most items were identified which were NOT charged to the tenant as they were clearly due to normal wear and tear of the property.  The building owner was charged for these maintenance items.Thank you for the opportunity to present the Gold Medal side of the complaint. I am available for any questions you might have about these reports. We are also very happy to sit down again with Mr. [redacted] to go over the items in question again with him.[redacted], REALTOR / OwnerGold Medal Property Management[redacted]Killeen, TX 76542[redacted]