Hill City Rentals

Good morning,The tenant submitted her notice to vacate the property on January 30, that she would be moving March 31, 2017.? Our standard response when receiving a move out notice is that we will send a move out letter detailing instructions and our deposit refund policy.? I have attached a copy of the move out letter sent to the tenant February 2, 2017.? Request to be present for a move out inspection is required to be in writing and prior to lease end date.? We also require the property to be vacant and clean at the time of inspection.? I have also attached a copy of the email correspondence where the tenant emailed our office on March at 12:PM, “Everything is moved out we will be cleaning things later tonight.? During moving yesterday a baseball size hole was made could it be deducted from the deposit?”? This is not giving us ample notice and she indicated the property was still not clean.? On Monday, April 3, we emailed the tenant because the keys were not turned into our office as required by our move out letter and we attempted to contact the tenant by phone.? Please see email response Monday, April 3, at 3:PM, “not able to answer, my apologies we are fully out keys are on the windowsill inside the house is locked.? Keep me posted on walkthrough.”? This timeline conflicts with the tenant’s complaint that the week of moving out she emailed our office and that she vacated the property March 30, 2017.? Because we had not received keys back, our team went out Monday morning to ensure the property was vacant and completed the inspection at that time.? Regarding the carpets, the tenant did make a complaint that she was concerned about pet dander and odor.? As explained to the tenant, the carpets were professionally cleaned prior to her move in, but in an effort to address the issue we had our carpet cleaner return to re-clean and deodorize the main level.? To the best of our knowledge the tenant was in agreement and happy with that resolution as no further complaints were submitted to our office.? I called the tenant yesterday because I was starting to work on the itemization of her security deposit.? Also required in our move out letter is a request for forwarding address.? I did not receive this information and reached out to the tenant for the needed information.? She asked what deductions should she anticipate and while I had not completed the process, I did share that we had the carpets cleaned, some janitorial issues and the hole in the wall.? I clearly told the tenant that one of the photos looked like dog food left on the closet floor.? She indicated they did not have a dog and I told her I would follow up with the staff member who took the pictures.? I also informed her that I would be happy to meet with her to discuss further and that a complete itemization with pictures and invoices would be provided to her.? Upon follow up, the “dog food” picture was actually loose change and trash.? Instead of waiting for an itemization from me or scheduling an appointment to work out the discrepancies, the tenant decided to contact you.Again, I only contacted her for the forwarding address to begin the process of returning her deposit.? I have attached photos of items we consider deductible which include a dirty tub, dirty carpets, dirty drip pans, dusty ceiling fans, sticky residue on the kitchen counters, sticky residue in freezer, the spilled change on closet floor and the hole in the wall.? In our phone conversation, I did acknowledge that it was difficult for me to see for sure what was left in the floor, and we did agree the grill was not hers.? It was the next property on the camera roll and no deductions were to be made from her deposit for that removal.? I have received the invoice for carpets in the amount of $and am awaiting the invoice from our cleaners and repairman for the hole in the wall.? Please note, the invoice from our carpet cleaner indicates the carpets weren’t even vacuumed.Regarding response time on maintenance request, these are documented as such in our system and I can provide invoices of completed work.? As stated above, we did send carpet cleaner at tenant’s request.? On June 2, the tenant reported a leak and we sent our plumber on June 3.? We received his invoice for the completed work on June 9.? On June 6, the tenant reported the A/C was not cooling.? HVAC was sent the same day and invoice was received June 10.? On October 7, the tenant reported an outlet was not working in the bathroom.? Our repairman was out on October and we received and invoice on October 21.I really feel that this could have been avoided had tenant waited for the completed itemization as indicated during our phone conversation? ?

Please see the attached work order report during Ms [redacted] 's tenancy out of work order requests were submitted by the tenant via her online portal and at no time does she mention mold or standing water until her submission on 11/30/ Please see the attached email correspondence dated 12/1/requesting permission to enter the property and stating the tenant would be responsible for December rent as she indicated she would still be in possession of the property until 12/15/ The tenant did not respond until 12/5/2016, but still did not give permission to enter the property I responded on 12/6/that I considered this an emergency situation and would have authorization to enter per her lease The next correspondence I received was the letter from the Revdex.com Please also note work order [redacted] where tenant provided notice to vacate indicating she wished to move by December provided there was no penalty I believe this may be an attempt to avoid paying her last month's rent

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have fully read and re-read the response issued by Hill city Realty and and REJECTING their responseStated in the beginning of the response the tenant is supposed to give written notification PRIOR to lease end date/timeMy lease ended March 31, @ 11:59PM Aside from the "unacceptable" verbal discussion I had with Hill City I notified them March 31, @ 12:46PM my lease had not terminated yetAlso, the home was cleaned (documented in same email) the same night which was also PRIOR to 11:59PM, the lease end date/timeTechnically we could have remained in the home regardless of them wanting us to or not until the very last minute of our lease term timeI both verbally and in written proof notified them of my presence at the time of the walk through yet they purposefully neglected to keep communication as I have many emails that were never responded to by their main office associateI only received a response if Hill City had question or if it were on their termsIt's not too hard to see where I'm going with thisStated in the response Hill City entered the home and continued with the walk through AFTER I responded to the concerning they keys (which were locked safely inside of the home) I still DID NOT receive a response to the email the week prior regarding the walk through they ONLY respond to what they want toVery Shady and easy to define.Carpets: When we moved in April there was an infestation of Curtain Bugs caused by excessive pet dander and dirtThe exact statement made by a pest control rep who entered the home was " These bugs typically will not go away unless the carpet is replaced but a good cleaning can taper them off." Mind you, Hill City sent 2-different maintenance companies out to attempt to fix the issue and blamed them for it taking so long to be correctedI did not fully comply with Hill City's decision to JUST clean the living room carpet because that is really just "half ***" it and from what the pest control company stated a mere cleaning will not fully get rid of the bugs (which we saw remnants of until the day we fully moved out) and along with the DOG HAIR matted in the baseboards both UPSTAIRS and Downstairs I knew the issue would not be fully fixed and as a supposed justified Realty Company they should had researched or known that as wellI was told by the office rep that I "shouldn't be leaving food on the counters anyway" when I complained that they were all in the kitchen area are you serious? If the carpets were soiled upon moving in and ONLY the LIVING ROOM carpet was "re-cleaned" due to bugs dirt and pet hair Why am I being charge for a full carpet cleaning of the entire home? There is pet hair in the corners of the home to this DAY and we dealt with it upstairs the full lease termUpon speaking with *** on 4/11/she stated that even if I had been present during the time of the walk through it wouldn't have changed their deductionsIs that the reason nobody wanted me to be present? My question is define "Walkthrough" if the tenant has no "say-so" according to Hill City Realty whats the purpose of a walk thorough? She stated we were charged for cleaning which is understandable to a certain extent but they are milking the cow with this oneComplaining that a "sticky spot" was left on the counter and the interior stove had not been cleanedUnfortunately for them I have witnesses of the cleaning of the stove, although the upper caps may not have been replacedCharge me for those but I should not be charged for any additional cleaning because the interior was cleaned fullyThe baseboards were also cleaned which she said hadnt beenWhat amazes me is that this company provided this home to us UNCLEANED now expect it to be handed back to them in pristine condition better than beforeAs for the supposed invoices to prove repair times the invoices may have been issued but when were the repairs COMPLETED? Check you Revdex.com complaints on this company and you will easily see repair issues/time are their weaknessNo isolated issueCurtain Bugs (have photos), Water Leak (have video), Dirt/Dog Hair(have photos), Electrical sockets, Ant issues(have photos), Foul odor wafting from the sewage back up, missing waste cans, Broken AC, etc ALL of which were experienced within just ONE YEARRidiculous! Now they are trying to charge me for cleaning up pennies and moving someone else's grill out of the back yardThe hole in the upstairs wall I took responsibility for, the caps on the kitchen stove I take responsibility for, the LIVING ROOM carpet cleaning I take responsibility forBut nothing past thatGarbage in the garbage can outside is BIZARRE to address due to us using it as we were suppose to during our time on being tenants and by law we cannot be blamed for thatOnce hearing the statement from *** "If you were present during the time of inspection it still wouldn't have made a difference" sums up this whole thingGoing to the Hill City Realty office wouldn't have served any justiceWe would have been going back and forth just the same especially in reference to the above statement made
Regards,
*** ***

I am writing in response to a complaint filed on November 16, by our tenant He has reported to your agency that a pipe busted in his townhouse on Saturday, November 12; however, the problem was not submitted by the tenant, via his online portal, to our office until Sunday afternoon
The work order request in our system reflects a time stamp of Sunday, November at 12:PMOur plumber was contacted and scheduled for Monday, November The next update to our system was by our plumber on Monday, November at 2:PM that problem was resolved, carpet was checked for wetness and no extraction was needed The tenant contacted our office again on Thursday, November 17, at 12:PM requesting carpets to be cleaned We had the carpets cleaned on Friday, November 18th The cleaner took pictures of the carpet when he arrived because there was minimal water to be extracted, but wanted our office to be aware of additional expense in cleaning the carpets because there was an excessive amount of birdseed and feathers in the carpet I am happy to discuss further or provide appropriate documentation from our vendors as needed.Best regards, *** ***Hill City Rentals

We did in fact take over management of the property in August and agree there have been challenges at the property. However, we have always addressed maintenance issues as they are reported. The tenant indicated in her report to the Revdex.com, the toilet has not flushed for two days, but
the problem was not reported to our office until this morning at 9:29AM. She was upset we could not give her an exact time for the plumber to arrive. No one ever refused to make a repair. We indicated we could not give a time until we spoke with our plumber to coordinate. She and her husband were irate and hung up the phone on our staff. We called back and left a message that maintenance would be out after lunch today. It is now 2:30PM and the plumber has resolved the issue. The tenant has a low-flow toilet and it had gotten backed up with toilet paper.The tenant did sign a lease with someone else just before the property sold and we took over management. We have worked to improve the property by coordinating consistent lawn care, supplying on site dumpsters, replacing appliances as needed and have diligently worked to address maintenance requestsBecause we recognized the property needed attention when assuming the role of property manager, we offered to release the tenant without penalty as we worked to resolve issues. She chose to stay. The offer still stands, but our policy does not release the security deposit until the tenant has completely moved out, thus allowing our office to complete a move out inspection

Good morning,The tenant submitted her notice to vacate the property on January 30, that she would be moving March 31, 2017. Our standard response when receiving a move out notice is that we will send a move out letter detailing instructions and our deposit refund policy. I have
attached a copy of the move out letter sent to the tenant February 2, 2017. Request to be present for a move out inspection is required to be in writing and prior to lease end date. We also require the property to be vacant and clean at the time of inspection. I have also attached a copy of the email correspondence where the tenant emailed our office on March at 12:PM, “Everything is moved out we will be cleaning things later tonight. During moving yesterday a baseball size hole was made … could it be deducted from the deposit?” This is not giving us ample notice and she indicated the property was still not clean. On Monday, April 3, we emailed the tenant because the keys were not turned into our office as required by our move out letter and we attempted to contact the tenant by phone. Please see email response Monday, April 3, at 3:PM, “not able to answer, my apologies … we are fully out … keys are on the windowsill inside the house is locked. Keep me posted on walkthrough.” This timeline conflicts with the tenant’s complaint that the week of moving out she emailed our office and that she vacated the property March 30, 2017. Because we had not received keys back, our team went out Monday morning to ensure the property was vacant and completed the inspection at that time. Regarding the carpets, the tenant did make a complaint that she was concerned about pet dander and odor. As explained to the tenant, the carpets were professionally cleaned prior to her move in, but in an effort to address the issue we had our carpet cleaner return to re-clean and deodorize the main level. To the best of our knowledge the tenant was in agreement and happy with that resolution as no further complaints were submitted to our office. I called the tenant yesterday because I was starting to work on the itemization of her security deposit. Also required in our move out letter is a request for forwarding address. I did not receive this information and reached out to the tenant for the needed information. She asked what deductions should she anticipate and while I had not completed the process, I did share that we had the carpets cleaned, some janitorial issues and the hole in the wall. I clearly told the tenant that one of the photos looked like dog food left on the closet floor. She indicated they did not have a dog and I told her I would follow up with the staff member who took the pictures. I also informed her that I would be happy to meet with her to discuss further and that a complete itemization with pictures and invoices would be provided to her. Upon follow up, the “dog food” picture was actually loose change and trash. Instead of waiting for an itemization from me or scheduling an appointment to work out the discrepancies, the tenant decided to contact you.Again, I only contacted her for the forwarding address to begin the process of returning her deposit. I have attached photos of items we consider deductible which include a dirty tub, dirty carpets, dirty drip pans, dusty ceiling fans, sticky residue on the kitchen counters, sticky residue in freezer, the spilled change on closet floor and the hole in the wall. In our phone conversation, I did acknowledge that it was difficult for me to see for sure what was left in the floor, and we did agree the grill was not hers. It was the next property on the camera roll and no deductions were to be made from her deposit for that removal. I have received the invoice for carpets in the amount of $and am awaiting the invoice from our cleaners and repairman for the hole in the wall. Please note, the invoice from our carpet cleaner indicates the carpets weren’t even vacuumed.Regarding response time on maintenance request, these are documented as such in our system and I can provide invoices of completed work. As stated above, we did send carpet cleaner at tenant’s request. On June 2, the tenant reported a leak and we sent our plumber on June 3. We received his invoice for the completed work on June 9. On June 6, the tenant reported the A/C was not cooling. HVAC was sent the same day and invoice was received June 10. On October 7, the tenant reported an outlet was not working in the bathroom. Our repairman was out on October and we received and invoice on October 21.I really feel that this could have been avoided had tenant waited for the completed itemization as indicated during our phone conversation

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hill City rentals has failed to respond to maintenance requests on a consistent basis for more than one yearThey are collecting a high rent on a poorly maintained, black mold filled home at *** *** *** ***, Bedford, Va This has resulted in mold exposure and significant health hazards to the tenant and her family, including recurrent respiratory illnesses and hospitalization for pneumonia in the last six months. The presence of the black mold and the extent of the damage was recently discovered during cleaning and removal of stored items in the basement in preparation for a preplanned relocation to a more cared for propertyThe house is unsafe and uninhabitable with current extent of black mold infiltration.In addition to the rampant black mold, tenant discovered significant loss in personal property occurred due to standing water(See Photos).Hill City Realty's maintenance records reflect this blatant negligenceA partial list of requests are included in the attached (Partial) maintenance log.Upon discovery of the mold, tenant immediately left the premises due to the risk to health and safetyTenant has pneumonia in both lungs now and had to undergo an invasive bronchoscopy to determine the extent of lung damageTests are pending.For Hill City Realty to state that tenant is attempting to avoid paying rent is a bold lie, in an effort to besmirch reputation and divert attention from their own negligenceThis tenant paid regularly, and in advance during theb tenancy, and used personal funds to improve and maintain the property, when the owner/realtors failed.Hill City Realty has the actions of a first class slum lord.Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Please see the attached work order report during Ms***'s tenancy? out of work order requests were submitted by the tenant via her online portal and at no time does she mention mold or standing water until ? her submission on 11/30/? Please see the attached email
correspondence dated 12/1/requesting permission to enter the property and stating the tenant would be responsible for December rent as she indicated she would still be in possession of the property until 12/15/? The tenant did not respond until 12/5/2016, but still did not give permission to enter the property? I responded on 12/6/that I considered this an emergency situation and would have authorization to enter per her lease? The next correspondence I received was the letter from the Revdex.com? Please also note work order *** where tenant provided notice to vacate indicating she wished to move by December provided there was no penalty? I believe this may be an attempt to avoid paying her last month's rent