Home Rental Services

I cannot speak to a conversation that I was not included in (conversation between you and David C***) I can and have read through the series of emails between you and David prior to leasing this property through HRS Your dogs were referenced by you as being large dogs, mixed breed dogs In one of your emails you said “Both my dogs are mixed so not sure what they are but people are so quick to label everything a pit bullJust don’t want to deal with a headache when I get out there especially since we’re traveling from so far away“ David’s response to that email was “Having mixed breeds is generally not a problem, but there would be a pet deposit equal to half of one month of rent The deposit would be fully refundable, as long as they don’t do any damage to the home “ From the email chain it looks like you were always referring to your dogs as large dogs or mixed breed dogs It looks like from the email chain that you were looking for a short term rental with large dogs Those two factors were likely was the limiting factor of choices of places available to you through HRS The copy of the move out inspection that was sent to you clearly states, among other things, that some light bulbs were out, the stove was dirty, the house was dirty and the bathrooms were dirty You were charged to clean the house and to replace burnt out light bulbs, dirty furnace filter etc You were not charged for any burn mark on a countertop (You have a copy of your security deposit deposition which accompanied your check for $872.) Prior to a renter moving into a property we do a lengthy inspection (NOT a mechanical inspection this is a cosmetic inspection) Renters are given a copy of that inspection at move in and given additional days to add anything that the inspector missed That inspection report is then compared to the move out inspection report to determine damages I see that there were maintenance items submitted during the term of your lease via your renter portal We have a maintenance response team that responds to all of those requests hours a day days a week hours a day you can speak to our maintenance department who disburses all maintenance calls and written maintenance requests Every call and every portal submission is logged with date and time I can see from the communication logs every call and email that was done on each of those work orders I can also see that some of them took longer than I would have expected but the issue was that we had to work through the home warranty company that the owner had in place and that always slows the process down For instance, there were some faucets that one vendor worked that needed parts Part of the communication log states: Vendor Foll12/28/(GLH) I called A Moore Service who the home warranty company contracted with on the faucetsThey advise that they were able to get the needed parts ordered on 12/21, however the supplier advises that there is a 7-business day delivery waitSo hopefully they should be in tail end of this week or first part of next weekOnce they have received the parts, they will ensure they are correct and then contact you to schedule the install of these parts3-Vendor Hold 12/26/LAL LVM for vendor to call back with update (All of these logs are written documentation of phone calls made or received regarding that work order.) ALL calls are recorded and all recordings are stored for several years You make a reference to “taking as much money as they can without reason” If damages are charged to a renter the money for the damages is paid to the vendor and/or the owner not HRS We would much rather give the entire deposit back on every renter It would make our job much easier and would mean that the renter left the property just as they should have I do see notes from vendors about different issues that you reported with the property For instance, the vendor report about the hot water heater not working properly the vendor reported that “ I was advised on 12/by the home warranty vendor that they were there at the home for the hot water tank and found no mechanical issues” When a professional technician reports that information to us we have no choice but to trust their judgement Regarding the issue with the dishwasher one vendor said “Custom Home looked at it when they were there doing other items and said it was fine after they cleared the kitchen lines and garbage disposal.” Mailbox keys are done via the US postal service At your move in appointment here in our office when you come in to pick up keys to the property the property manager explains how to get mailbox keys Occasionally the outgoing renter will leave the mailbox keys but not always Going to the post office to get a new key is always recommended because then you know that the lock has been changed (by the post office) and the previous renter cannot get into your mailbox HRS cannot change/rekey a mailbox lock We have actually considered not taking any more properties where there is a home warranty because it almost always means the renter is frustrated and the property manager is frustrated and things move so so slowly regarding maintenance but we understand how having a home warranty can lift a financial burden for the owner I am sorry that you did not feel that we had your interests at heart Our duty is to the owner but part of that duty is helping the renter as much as possible so that the renter is happy and stays longer and takes care of the property It is a multifaceted relationship Clearly communication with HRS had some holes in it even though we have developed systems and teams to avoid those holes as much as possible As I said earlier, we would love to return the full deposit every time It would be so much better for everyone, the renter, the owner and HRS

We hire a third party company to perform a cosmetic inspection of the property to document its current condition at move in and move outThe renters are then given several days to inspect the property at their leisure and add any notes that they feel the inspector missedAt move out we compare the move out inspection to the move in inspection that has the renters’ notes added Because no specific information was provided I don’t know what the lies are that she is referencing I know that there was a misunderstanding over the breed of dog that the renter has, and a city law forbidding that specific breedIt was disclosed that she should look into city restrictions if they were concerned prior to the lease being signedThe dogs were always disclosed to us as mixed breeds prior to the lease being signed The renter is correct that they had a difficult time with vendorsThe owner has a home warranty company and, of course, expected HRS to have all maintenance be routed through the home warranty companyThe home warranty company was slow to respond and canceled service on the renters several timesWe spent many hours on the phone with the home warranty company as did the ownerWe kept the renter updated, but the repairs did not go how we normally expect them toWe and the owner are very disappointed with how poorly the home warranty company performed, but it was not because of lack of effort at HRS The move out inspection was performed by the same third party that did the move inIt is not always possible to get the third party booked on the exact day a renter moves outThe inspection noted that the bathrooms and kitchen appliances were dirty and needed to be cleanedThe deposit was charged for cleaning those areas, replacing burnt out light bulbs, the rekey fee (per the lease document, pg 2), and two vendor fees (per the lease document pg 6)The complaint states that the renter received the inspection but also that we never provided itIt was provided and it noted which areas were dirty, what light bulbs were out, and that the yard was in poor conditionThe renters were not charged anything for the yard The heater, water heater, and dishwasher were all inspected by at least one if not two vendors and found to be in working orderNo problems could be found to be fixedWhile they may not have worked as efficiently as other homes the renter has lived in, they were found to be in proper working orderShort of replacement (which was not necessary), there was nothing to be doneIt would be great if we could return 100% of every deposit That would make renters and owners very happy and less work for the property management company which would be great for all parties It would be great if we could return 100% of every deposit It would mean happy renters, happy owners and less work for the property managers which would be great for everyone

Mr [redacted] , I would like to correct a few things we disagree onYou did lease the home for years, but there were two late payments over that time The cleaning was not just for pet odor, but also just a cleaning (oven was dirty, hood was dirty, debris on lower level entry floor, showers dirty, etc)The inspection, which is done by a third party, marked the house and carpets as dirtyAs of this moment, no carpet cleaning receipt has been provided to HRS as required in the lease and the carpets did not appear to have been cleaned The move in inspection was provided to you when you picked up your keysYou signed a form, which we are happy to provide, showing that you received the inspectionYou were given days to review the inspection and note anything you felt was incorrectly documented and return it to us with changesYou did not return any changes so the inspection stands as originally noted Regarding the volunteer tree, linoleum tears, damaged wood trim and doors, and carpet stains: We have photographic documentation of the before and after condition to support these chargesWe are happy to provide them to you via methods mentioned below We have no records of you ever reporting mold of any kind, or electrical issuesA couple of water issues did occur during your residency and they were handled by appropriate reputable vendorsProper drying and treatments were all used to remedy these situationsWe cannot fix something that is not reported to us Air conditioner: It was reported as not working well on 8/17/at 9:amWe had it dispatched to our vendor at 11:am the same dayThey replaced the air conditioner on 8/19/The high temperatures on those days were 91/90/not over (per the farmer's almanac for zip code 64063)While we would like for an a/c to be repaired or replaced on the same day, the vendor's schedules do not always allow for thatWe dispatched as quickly as possible and monitored Doors and trim: many of the doors and trim were badly damaged by dog scratches and items hung on the doorsScratches like these cannot always be filled, especially with hollow core doorsOne of the doors was scratched so badly there was a hole in the doorIt is often more cost effective to replace items like this than spending time and multiple trips repairing, which is in the best interest of the owner and renter Carpet: the carpet was not new when you moved in, that is correctHowever, it was in good condition and free of stainsAt your move out there were not only pet stains, but also pink, purple, and blue colored spill stainsThe subfloors had to be sealed because of the pet urineAlso, you were only charged for the removal of the carpet and sealing of the subfloors, not for replacement We did a thorough review of your maintenance history for this responseThere were work orders submitted, and with one exclusion the average time from submission to completion was business daysThe bathroom light did take longer than it should have to be fixedWe have since revised our processes to prevent this from happening in the future Regarding the documentation being provided: We said that the pictures were not able to be sent via email because of the quantityThe pictures can be viewed in our office or picked up on a disk in our office if you wishWe also do not provide copies of work orders to renters as a general policyShould a renter want access to these they are documented in their portal and it is their responsibility to keep records if they wish The damages are overwhelmingly clear in the photographs that were taken at the move out walkthrough The amount owed needs to remain as it was stated in the security deposit disposition