Hometown Property Management

Complaint: ***I am rejecting this response because:
Not everything the business said was truei'm not the type of person to complainIve worked in customer service for many years and this was probably the worst experience i've ever hadfrom the receptionists and managesr
Yes did I ask for my tennants to break there lease a couple months early yes and I shouldnt havei did that cuz at the time I thought I was going to sell my house but due to circumstances I decided to keep my house I offered them months freeThey saved almost 2500-plus there deposit back.They had months to find a placeDid I offer to give the pet fee back but at the end I didnt have the money for it and I didnt agree I should have to give them their money back without looking at the house incase their pet made any damages I gave them a week to get back to me about if they accepted my offer to get out earlyI never called 30-timesDid I call a couple times per week probablyA nice phone call that they got my message woulda been niceThe business has property managers that have hundreds of rentalsThey shouldnt have that many because I rarely heard from my mgrthere was barely any communicationLike I said I never received my tennants contract or the contract I signed until I asked for several times and months laterMy sister has the same complaints against the company toso if you dont believe me about the business services fill free to call her.
I wasnt aware of the mgmt fees and that I would have to pay that backNobody went over my contract everAccording to the business the tennants had a pest problem this summer and hired someone to take care of thatI WAS NEVER AWARE OF THAT and DIDNT GET AN INVOICEPlus how can they have that done without my permission? That's what I want resolvedI dont feel that I should have to pay that backI got an email last week from the mgr that I owe the pest invoice, a packet fee, mgmt fees, pet fees,etc totalling I dont have the moneyi'm a single parent and have been paying mortgages for the past months.
Bottom line I feel that I wasnt treated right, wasnt informed about all the fees, that there was no communicationThis was a horrible experience for me and its sad that's its come to this.Sincerely,*** ***

It is always unfortunate for a customer to leave unhappy. However, there are so many half truths in this complaint that minutes is an unfair time frame to put together documents and time periods. So, I will do my best
Our policy is to communicate as swiftly to our
clients as possible. The Property Managers are managers of homes, thus they are not at their desks to take calls at all times. And in the summer months, our busy season, they are in the field for most hours of the day. Thus we have assistants that navigate the calls.
*** came to me to complain about her property manager not calling her back in a timely fashion. I listened to her and took action. She had decided to cancel the contract because due to circumstances in her life she needed to sell the home. I explained to her that the tenants have a lease and that we would have to work with them to see if they would be willing to vacate the home early. I also told her that I would negate the fees we charge for breaking our contract. I never said that she would not be charged her monthly management fees for the time we managed. She told me at that time she had not received the contract, which had indeed been sent to her. I asked for another to be sent. No one in our office was aware that she had not received the contract, and would have sent her one had she asked
*** and I then talked about what we would offer the family to end the lease early. We agreed that they would have months of free rent, in order to save for the move, and also the pet fee would be returned to them. Lori then called the tenants and explained what was going on and asked if they would accept this offer. They asked for a few days to think about it. *** called numerous times asking for the decision, not allowing them even one day to think about it. They did agree, unhappily*** had agreed to pay them the pet fee October
Then the phone calls started coming in about how what where when on the move out. Information that would not be determined until the tenant had procured a new home. We probably received more that to calls. And if I had more than minutes to answer this I could go to the log book and give you the exact amount. I do know that I reviewed pages of emails back and forth on many of these matters
Bottom line is that *** emailed us and told us that she would not be able to pay the pet fee to the tenants as she had not received child support.
The tenants moved out, left the home in good condition. They were unable to schedule the carpet to be cleaned because *** needed to move in ASAP(not selling the home) We agreed to take the amount of the carpet cleaning out of the pet fee that was owed to the previous tenants for having to move out of the home early
When *** received the final billing, which included our management fees for the two months rent free, a pest bill from August, and the balance of the pet fee she send an email stating her displeasure. I explained everything as clearly as possible. We were still managing the home for her, we were still expected to work for her, taking her calls, responding to her emails, working with the tenants on days and times, but we were not expected to get paid for our time?
I have no idea where *** has come up with the figure she is asking to be the final accounting. I guess her promise to the tenant, and the contractual payment to us, and the payment to a vendor who provided a service are at her whim
In closing, this has been a trying transaction for everyone concerned. The women who run our front desk are saints in my book as they deal with so many people who come in angry, with an agenda. It would really surprise me to see one of them roll their eyes at any customerAs I told *** in my letter to her, we did what she asked, we did it in a timely manner, we did everything legally and ethically with all parties, and ultimately she got her home back exactly when it was expected. I am not sure why we are in this position

To whom it may concern. 
The move out inspection was completed on December 7, 2015.  On December 14, 2015 a preliminary report on deposit was sent to your address at [redacted] due to not being provided with a forwarding address, however on December 15, 2015 an email was received with your...

new address.  A final report on deposit cannot be finalized until all work has been completed and invoices received.   Per an email request we were also pending receipt of the garage door opener that you still had possession of which was mailed to Hometown from ** on January 4, 2016.  Had I closed the final deposit out without receiving the garage door opener a new one would have been ordered and applied against the deposit.   Please see the attached preliminary report and envelope that was returned to Hometown.  To clarify your comment regarding smoke detectors, per your lease residents are responsible to maintain batteries in all smoke detectors, however I overlooked the fact that the smoke detectors were charged to you.  I will immediately have the invoice revised to adjust for the smoke detectors.   When we completed your move in inspections it was noted that there was 1 smoke detector in the family room and 1 in the master bedroom that needed to be addressed.  The smoke detectors were promptly addressed and no further issues with the smoke detectors were brought to our attention.
Thank you,
Lori D[redacted]
Property Manager
Hometown Property Management