We rented our [redacted]) to [redacted] with a primary renter of [redacted]. The gentleman whose name is on the complaint- [redacted], is not the renter in our agreements. He was listed as an additional driver and that is it. They the...
arrangements were being made for this rental, we had talked over the phone with [redacted] before any reservation deposit was made about all the details. She explained to us that this was for an event and they were bringing their service dogs along to have at the event for representation. When I told her we normally do not allow pets in ANY of our units, we will allow them upon special requests for certain events. Which would require a $150 deposit for having pets (pets of any sort, not just service dogs) inside the unit. She agreed that if the unit came back and was cleaned up after like responsible adults, they would get the $150 back. She agreed and said that sounded fair and was asked what she had to do for it. I told her there would be an agreement page that she would sign stating what we discussed when they pick up the unit on 4/10/16. She said that sounded good. 4/10/16 came along and [redacted] and her group of guys came and completed all paperwork and checkout procedures and left our office. Not one person made a comment at the time of signing all the paperwork about having any issues or concerns about our procedures. When the unit came back on 4/15/16, a member of management was not present to do the complete check-in. The employee told them that the next day management would be in and would complete the check-in process. The next day the unit was gone through and checked-in. The slide outs were pushed out and nothing but dog hair and bits of dog food were found under both slide outs from the adults in the group neglecting to clean up after the pets that were inside the unit. I then took pictures of the mess and emailed them to [redacted] to explain to her what was found and that because of the neglect to sweep the floor in the rental unit, no deposit refund would be given. I never heard back from her so I called her. She answered and said yes she saw the pictures and yes go ahead and keep the $150 deposit. She said we never put the slide outs out so we never thought to clean under them. After a few days and receiving numerous phone calls and mailings we decided that we just wanted the whole situation to end. So I called [redacted] and told her I wanted to end the entire situation and tried to explain to her that we did not charge for "service dogs" we charged for "pets" inside a rental motor home. They only reason they didn't get the deposit back is because of the amount of hair and dirt that was neglected to get swept of the floor. I tried to explain to her that reading their website about they the [redacted] does and all the good they do for the community that I would like to just make a donation of the $150 back to them. Because of how rude and hateful she was on the phone, we are with holding from making that donation to see what else happens. Like I said before, [redacted] is not a renter on any of our paperwork. The renter is [redacted]. We didn't "insist" that we make them sign the pet deposit agreement. It was an option to take the pets along. All we asked was that the adults in the group simply clean up after them. The unit does not have carpet, all vinyl flooring so taking a broom to the floor would have avoided the whole thing, but instead they rather have someone else clean up after them. I have a signed Pet Security Deposit Agreement that is signed by [redacted], and no where on there does it state that we are charging $150 deposit because they are service dogs. It is a standard pet deposit that goes along with anyone wanting to take any sort of pet along with them in a rental unit. They can easily get their money back if they are responsible and clean up after the pets that were inside the unit. Please let me know if you have any questions. Thanks Attachments Provided
We rented our [redacted]) to [redacted] with a primary renter of [redacted]. The gentleman whose name is on the complaint- [redacted], is not the renter in our agreements. He was listed as an additional driver and that is it. They the...
arrangements were being made for this rental, we had talked over the phone with [redacted] before any reservation deposit was made about all the details. She explained to us that this was for an event and they were bringing their service dogs along to have at the event for representation. When I told her we normally do not allow pets in ANY of our units, we will allow them upon special requests for certain events. Which would require a $150 deposit for having pets (pets of any sort, not just service dogs) inside the unit. She agreed that if the unit came back and was cleaned up after like responsible adults, they would get the $150 back. She agreed and said that sounded fair and was asked what she had to do for it. I told her there would be an agreement page that she would sign stating what we discussed when they pick up the unit on 4/10/16. She said that sounded good. 4/10/16 came along and [redacted] and her group of guys came and completed all paperwork and checkout procedures and left our office. Not one person made a comment at the time of signing all the paperwork about having any issues or concerns about our procedures. When the unit came back on 4/15/16, a member of management was not present to do the complete check-in. The employee told them that the next day management would be in and would complete the check-in process. The next day the unit was gone through and checked-in. The slide outs were pushed out and nothing but dog hair and bits of dog food were found under both slide outs from the adults in the group neglecting to clean up after the pets that were inside the unit. I then took pictures of the mess and emailed them to [redacted] to explain to her what was found and that because of the neglect to sweep the floor in the rental unit, no deposit refund would be given. I never heard back from her so I called her. She answered and said yes she saw the pictures and yes go ahead and keep the $150 deposit. She said we never put the slide outs out so we never thought to clean under them. After a few days and receiving numerous phone calls and mailings we decided that we just wanted the whole situation to end. So I called [redacted] and told her I wanted to end the entire situation and tried to explain to her that we did not charge for "service dogs" we charged for "pets" inside a rental motor home. They only reason they didn't get the deposit back is because of the amount of hair and dirt that was neglected to get swept of the floor. I tried to explain to her that reading their website about they the [redacted] does and all the good they do for the community that I would like to just make a donation of the $150 back to them. Because of how rude and hateful she was on the phone, we are with holding from making that donation to see what else happens. Like I said before, [redacted] is not a renter on any of our paperwork. The renter is [redacted]. We didn't "insist" that we make them sign the pet deposit agreement. It was an option to take the pets along. All we asked was that the adults in the group simply clean up after them. The unit does not have carpet, all vinyl flooring so taking a broom to the floor would have avoided the whole thing, but instead they rather have someone else clean up after them. I have a signed Pet Security Deposit Agreement that is signed by [redacted], and no where on there does it state that we are charging $150 deposit because they are service dogs. It is a standard pet deposit that goes along with anyone wanting to take any sort of pet along with them in a rental unit. They can easily get their money back if they are responsible and clean up after the pets that were inside the unit. Please let me know if you have any questions. Thanks Attachments Provided