Mr. [redacted] has rented from us in multiple residences over a nearly 10 year time period. That makes the majority of this complaint perplexing since Mr. [redacted] could have chosen to many times to move to different properties managed by other management companies over that time. TnT...
follows the rental market in the New River Valley closely and does its best to keep rental rates in line. If the costs were exorbitant, the properties would be vacant. TnT Flinchum Property Mgt. Corp. does not own any rental property. TnT manages individually owned properties for nearly 70 different property owners and has been in business in the New River Valley for over 30 years.Mr. [redacted] complained that the rent increased every year. That is correct. The cost of nothing stays the same. Even a gallon of milk is higher today than it was last year. With the cost of real estate taxes and property insurance rising, there has to be an increase in the rent. I think it is important to note that while he lived at this most recent property, his rent increased only by a total of $15 over a three year period. As he noted, he received a renewal letter each year, meaning that the contract was ending and we were re-negotiating a new one. This also gave him the opportunity to know several months in advance to be able to relocate. Mr. [redacted] accuses TnT of extortion. The definition of "extortion" is "the practice of obtaining something, especially money, through force or threats". A lease is a contract. It has a definite time period and a set cost. No one forced Mr. [redacted] to sign a renewal lease. In regards to the renewal letter being mailed six months into his current lease; this is correct and is standard practice in this market.The fact that Mr. [redacted] accuses TnT of not having an email to prevent a paper trail is ridiculous. TnT should not have to explain to anyone why we do not accept incoming emails. It is our choice and a completely legal and acceptable business practice. We still accept notices in writing during business hours, via postal service and have a drop box by our office door should anyone want to drop something after hours.Mr. [redacted] complained that TnT would not perform maintenance unless it was an issue required by law. TnT keeps records of submitted and completed work orders. It makes absolutely no sense that TnT wouldn't perform repairs on properties we manage because TnT employs three full time maintenance men and that would mean they are getting paid to sit around and do nothing.In regards to move out costs, at lease signing (every year on renewals), at move in and at least 2 times before moving out, TnT provides a Standard Vacating Checklist of items to complete. In the lease, and again in the letter regarding our Lease Ending Procedures, we encourage Residents to be present for their move out inspection. This letter is also clear about move out costs in this area being very high during turn-over season and that the Residents should follow the checklist to avoid those expenses.Mr. [redacted] quotes Virginia law to say that a landlord has 30 days to send a written itemized list of deductions. This is incorrect. Per the Virginia Residential Landlord and Tenant Act 55-248-1:1-Security Deposits - "The security deposit and any deductions, damages and charges shall be itemized by the landlord in a written notice given to the tenant together with any amount due the tenant within 45 days". The law was changed from 30 days a few years ago. TnT tries to get deposits out in 30 days but sometimes that is not possible.In regards to the address error on the security deposit packet, we explained to Mr. [redacted] on June 23, 2017 when we called him because the packet had been returned to us, there was a mistake in the town used on the packet. On that day, again, when we called,him, we offered for him to come to our office since we knew he had moved locally and pick the check up immediately rather than waiting for it to be mailed again. He chose to have it mailed again with the corrected town. Since that day we have provided Mr. [redacted] with a copy of the original posted envelope which was mailed out June 16, 2017, which was within the 45 day time period. TnT has nothing to gain by holding these security deposits. They are held in an escrow account until a check is issued to the Residents, and as per state law, and if the check is not cashed in 12 months from the date of issue, the check are to be voided and reissued to the Treasurer of Virginia.In regards to the carpet cleaning, again this was clearly stated in each lease Mr. [redacted] signed both for this property and most, if not all, of the prior leases he has signed. Having called around and checked on prices with other carpet cleaning companies and other property managers, the costs were a minimum of $95. There is no professional carpet cleaning company in this area that will clean the carpets in a bedroom and a living room for only $50. We will not even dignify his threat of a class action lawsuit with a response.In closing, it is incredulous to me that we are such a "shady natured" business yet Mr. [redacted] admittedly continued to sign leases at several different properties with TnT for nearly a decade. I have included a copy of the most recent lease Mr. [redacted] signed which includes the Standard Vacating Checklist and a copy of the Lease Ending procedures letter.Please let us know if you need any further information.With Kind Regards,[redacted]Property Manager
I am writing in response to your email dated October 12 in regards to the complaint filed by [redacted]. [redacted] regarding the property located at [redacted]. rented by his son, [redacted].We received a letter of dispute from Mr. [redacted] on September 22, 2015. After thoroughly reviewing his...
concerns and investigating the charges he was disputing, the charges taken out of his son's security deposit were found to be valid. We responded to Mr. [redacted] on October 7, 2015 advising him of our findings. I have enclosed a copy of Mr. [redacted]'s initial complaint and our response to him along with supporting documentation.If you require any additional information from us, please let me know,Sincerely,[redacted]Property Manager
We have received the letter rebuttal of the complaint at [redacted]. I will address the concerns in the order in which they are presented.TNT Flinchum Property Management does not own the property where the tenant lived. We manage the building for the property owner. The property owner did not have another unit in the tenant's price range, therefore we were unable to relocate her to another unit. We discussed this with the tenant at that time. We did not simply deny her request "without any consideration." We took considerable consideration. We contacted the building inspector ourselves to ensure her health and safety.We have completed the repairs to the unit, and are currently trying to rent it. The tenant still has an active lease for the unit, and could return to the unit at any time. We never asked her to leave. I have included a copy of the email and Code Information sheet sent to us from the building inspector. As you will see from the inspector's report, there was not any mold apparent at the date of the inspection on October 7, 2015.The tenant has filed for Tenant Assertion with the courts. This case is set to be heard December 11, 2015, therefore this matter will be resolved by the court.If you have any questions or concerns, please contact us at the above telephone number or address.Thank you,[redacted]Leasing Agent
We have received the letter regarding the complaint at [redacted]. I will address tho concerns in the order in which they are presented.On September 27,2015, we received an emergency maintenance call regarding the leaking water heater. The on-call maintenance technician...
went to the unit and turned the water off to the water heater. They returned September 28, 2015 and replaced the water heater. At that time, the technician had our water restoration company come out to extract the water and begin to dry out the carpets.On September 29, 2015, we experienced wide spread flash flooding in the New River Valley. The tenant experienced flooding from the heavy rain. Maintenance technicians found that there bad been flooding in her unit, and at that time, the water restoration company was notified that they needed to come to the home to extract the water again. The dehumidifier machine that was left to extract moisture had a small leak in the hose, which left a puddle of water on the kitchen floor. Upon notification the contractor from the water restoration company returned to the unit to repair the problem. Upon entering the unit, he found that there was only about a cup of water was in the floor, not a flooded kitchen.The tenant called on September 30, 2015 stating she was concerned that there was mold in the unit and that the unit was uninhabitable. The property manager went to the unit and performed a walk through to see the condition of the unit, and found no visible evidence of "mold." The property manager then contacted the Chief Building Inspector for the Town of [redacted], and asked that he meet her at the unit to inspect it to be sure it was safe for occupancy. The inspector found that the unit did not have anything wrong that would make it uninhabitable. TNT had all the drying equipment removed from the unit this same day.At this time, the only issue that needs to be completed is painting the sheetrock. All other repairs caused by the flooding have been completed.If you have any questions or concerns, please contact us at the above telephone number or address.Thank you,[redacted]Leasing Agent
We have received the above mentioned complaint. We will respond in the order in which the items are listed. First, while we may have unhappy reviews on [redacted], we carry an A- rating with the Revdex.com and have been an Accredited Business since 1991. It is very easy to go online and zip off an...
email if you are unhappy. Rarely does anyone go online with a positive review. We do however have a binder full of compliment letters in our office. The carpets in the hallways are scheduled to be cleaned over the [redacted] winter break which is set to begin at the end of next week. We clean these carpets two times a year and do so during a time in which there are no classes. This is required because of the location of the property. We are beside the campus and the street is a one way street so access with equipment ¡s limited during all other times of the year. The trash issue was just discovered last week. we have contacted all Residents in the building that trash must be taken downstairs and not kept in the hallway and that the trash must be placed inside a trash can. While the trash room is shared with [redacted] and this can cause problems, there is no other location in the building for the trash to be placed that the Town of [redacted] will approve. We have an outside contractor that empties those cans daily Monday through Friday.Mr. [redacted] moved into the property on May 22, 2015. When he returned his move in inspection form on May 28, 2015, he indicated that the ethernet port and the fireplace were not working, We wrote a work order for our staff to complete based on the move in inspection on May 29, 2015. When the maintenance man completed the work order on June 2, 2015, he indicated that the ethernet port was wired properly and therefore should be working. He also indicated that he would have the office get the fireplace repaired. We contacted an outside vendor on the fireplace and believed that the work had been completed. On August 18, 2015 we received a written letter from Mr. [redacted] in regards to several of our business practices that he was unhappy with and a few maintenance items. This list included the ethernet port and the fireplace. The very next week, we contacted Mr. [redacted] to inform him of the exact day that the technician was coming to repair his ethernet port and that the contractor for the fireplace would be ¡n the unit again to get part numbers. We still believed that the fireplace work had been completed until we received this written notice. I have contacted the contractor numerous times since August to follow up to ensure that this repair is completed. We have been informed that the part will finally arrive next week and that the repair will be made as soon as the part arrives. We will call Mr. [redacted] to inform him when the contractor will be entering his unit to make the repair. While it has taken a while to get the part, we have not ignored the problem. The leak in the hallwav was also listed in the letter we received from Mr. [redacted] on August 18, 2015. It appeared that the maintenance person who was on call that weekend neglected to come back and make the repair. We sent a maintenance person immediately to repair the problem.In regards to the lease renewal, we did mail Mr. [redacted] a renewal letter on October 23, 2015. The letter stated that if it were returned by November 5, 2015 the new rent rate would be $1310.00 per month and if it was returned after that date, the rent would be $1335.00 per month. It also stated "If you are uncertain of your plans, or if you need something larger or smaller, please contact us. We will be willing to work with you as much as possible." We do not have an issue with waiting for Mr. [redacted] to sign the new lease after the fireplace has been fixed. Once a Resident notifies us of their intention to renew the lease, we call the day before we ere going and schedule a renewal walk-through of the unit. When we perform the walk-throughs, we do leave the lease in the unit for them to sign and return. We did get Mr. [redacted]'s message that he did not want us to come to his unit that day and we did not. His renewal lease is still here in our office in his folder. I do not know why he believes that we entered the unit but that is not the case. In regards to our right to inspect, Lease item #19 states "Owner may enter apartment at any reasonable time to inspect..,"In regards to our business practices, we have been in business for 31 years and clearly must not be as terrible as Mr. [redacted] has portrayed. Sincerely,[redacted]Property Manager
We are in receipt of Revdex.com Case #[redacted] dated July 22, 2016.TNT Flinchum Property Management has never received any kind of communication from this former tenant disputing any...
charges that were made toward her security deposit refund. As is stated in her lease, disputes concerning any of the charges need to be received in writing and will be addressed accordingly. Since this tenant has never contacted TNT Flínchum Property Management there has beenno opportunity to research and discuss any of the tenant's concerns.TNT Flinchum Property Management never received a move-in inspection form from this tenant. As it is stated on the key slip that the resident signed at move in, if a move-in inspection is not submittedin writing to our office within seven (7) days of the tenant's move-in they agree to accept the unit "as is." (See copy enclosed.) If the resident can supply us with a copy of a move-in inspection, we would be better able to determine which damages where there at the time of her occupancy of the residence and what damages occurred during her lease dates. Our move-out inspection includes photographs of the residence and include items that were damaged and/or in need of cleaning. The total amount of move-out repairs were $880 and the res¡dent was charged $260 of that dollar amount for her damages.In reference to the cleaning charge at move-out, there were several items listed on the move-out inspection as needing to be cleaned. (See copy enclosed.) Had the resident chosen to be present forthe move-out we could have shown her the issues at that time.Regards[redacted]Property Manager
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To begin, TnT Flinchum has been accredited with the Revdex.com for 17 years.
Knowing this, it took them 14 business days to respond to a client complaint, a
violation of the accreditation agreement between the Revdex.com and a business. This
flagrant disregard for responding to anyone is a clear sign of troubles I faced
in dealing with your company.
Yes, I have rented from TnT Flinchum for pretty much a decade, which should
give clout to my claims of repairs. Also, as stated in the complaint, each time
I vacated one property and moved to another I learned more and more about their
business practices and procedures. This is why after this last, and final move
out, having done everything correct, I was able to focus in on the last detail
of the carpet cleaning. The properties won't be vacant, this is due to supply
and demand. With an cycling of college students who may rent for one to four
years, they don't have the time to build up a 10yr base knowledge. Longevity of
business does not correlate to quality of business.
Obviously prices fluctuate, that is common knowledge. I've not accused TnT
Flinchum of extortion, I've pointed out that in the letter you receive it will
have what the new rate could be, the lowered rate if you renew, and there is a
middle rate that if you don't renew is displayed on the website. As stated in
the complaint, I would not regard it as extortion if there wasn't a third rate
associated with it. The fact you 'encourage' the tenant with a super high rate,
then show a 'discount' is one thing, but when you don't follow through on your
website with the super high rate, that is where we have a serious issue.
The portion regarding a paper trail isn't to say you have to have email,
it's just the simplest. Any reputable company in the modern era has a contact
us or ticket system on their site. This is to let the customer/client
understand their message was received and both parties have a copy. If every
time there was an issue you had to send a certified letter, it would take even
more months for issues to be resolved. There is no ticket system, if a repair
person enters your residence, you're left with a hand written note on scrap
paper. It would seem as though three repair personnel for 70 properties is not
adequate.
Regarding the 30 days for notification, you're very close. It's in that
section, just a little further down, the last paragraph before section B
starts. It reads as follows 'The landlord shall notify the tenant in writing of
any deductions provided by this subsection to be made from the tenant's
security deposit during the course of the tenancy. Such notification shall be
made within 30 days of the date of the determination of the deduction and shall
itemize the reasons in the same manner as provided in subsection B.' The
return of a deposit is due within 45 days, but the itemized list is due within
30. Yet another deadline that TnT Flinchum fails to meet. I also find it ironic
that every tenant is required to pay and if not there is a late fee within a
few days past, yet the property management has 45 days. Expectations are a two
way road.
By mailing it to the wrong place, TnT Flinchum has tried to shift the burden
of recouping their deposit to the tenant and not take any more effort on their
behalf.
My issue with the carpet cleaning is that your agreement locks you into an
unknown cost for cleaning, with an unknown company. I wouldn't have been upset
had it been an actual separate company that performed the work. Instead you
have your sister company perform the work. This doesn't give the tenants any
reassurance that the cost is fair market value at all. Or that the work was
performed. I state that because, the former resident has no way of agreeing the
work was done. While you live in the property, you can continue to follow up,
however once you leave you have to take their word for it. You're forgetting
the size of the property, it's not just a 'bedroom and living room', it's ~400ft^2.
I'm not threatening a class action lawsuit, if that is how you interpreted
it, I can't change that for you. I am merely asking a question I don't have an
answer to. The only thing consistent in the responses to complaints is the use
of the word incredulous.
Finally, yes, my view of your business changed over the course of years.
First I felt as if you wanted to lease to me, and that you were offering valued
properties. This became less of my view as I progressed through the years and
at different properties. Another factor of change is the ever constant change
of office staff over the years. After a culmination of events, my conclusion is
that TnT Flinchum is shady and I will never rent from you again. I don't have
one instance and bash a company or draw a conclusion. If anything, my repeated
business over the course of nearly a decade shows my resiliency to not let
issues a few times a year set the view for a whole year.[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I finally received an explanation of the charges from [redacted] at TNT in February 2016 that the charges we had been billed for were 20.55 for utilities I paid that. My check number was [redacted] and it cleared my bank on 2-24-16. She said that 11.67 was admin. fees (which I am assuming was the $35 split between my daughter and the other two tenants although that was not explained to me). I paid 11.67 with a separate check # [redacted] and it also cleared the bank on 2-24-95. The $10 charge for August and $10 charge for September for a raise in rent were paid by a $20 check which cleared my bank on 11-16-15, check no. [redacted]. I can provide bank documentation on this. All bills were paid once someone explained what they were for. I was not about to pay for unexplained charges.This issue will not be resolved until late charges are removed.
Regards,
[redacted]
I would like to change my selection for no settlement requested to I would like to have a refund of my security deposit.
Mr. [redacted] has rented from us in multiple residences over a nearly 10 year time period. That makes the majority of this complaint perplexing since Mr. [redacted] could have chosen to many times to move to different properties managed by other management companies over that time. TnT...
follows the rental market in the New River Valley closely and does its best to keep rental rates in line. If the costs were exorbitant, the properties would be vacant. TnT Flinchum Property Mgt. Corp. does not own any rental property. TnT manages individually owned properties for nearly 70 different property owners and has been in business in the New River Valley for over 30 years.Mr. [redacted] complained that the rent increased every year. That is correct. The cost of nothing stays the same. Even a gallon of milk is higher today than it was last year. With the cost of real estate taxes and property insurance rising, there has to be an increase in the rent. I think it is important to note that while he lived at this most recent property, his rent increased only by a total of $15 over a three year period. As he noted, he received a renewal letter each year, meaning that the contract was ending and we were re-negotiating a new one. This also gave him the opportunity to know several months in advance to be able to relocate. Mr. [redacted] accuses TnT of extortion. The definition of "extortion" is "the practice of obtaining something, especially money, through force or threats". A lease is a contract. It has a definite time period and a set cost. No one forced Mr. [redacted] to sign a renewal lease. In regards to the renewal letter being mailed six months into his current lease; this is correct and is standard practice in this market.The fact that Mr. [redacted] accuses TnT of not having an email to prevent a paper trail is ridiculous. TnT should not have to explain to anyone why we do not accept incoming emails. It is our choice and a completely legal and acceptable business practice. We still accept notices in writing during business hours, via postal service and have a drop box by our office door should anyone want to drop something after hours.Mr. [redacted] complained that TnT would not perform maintenance unless it was an issue required by law. TnT keeps records of submitted and completed work orders. It makes absolutely no sense that TnT wouldn't perform repairs on properties we manage because TnT employs three full time maintenance men and that would mean they are getting paid to sit around and do nothing.In regards to move out costs, at lease signing (every year on renewals), at move in and at least 2 times before moving out, TnT provides a Standard Vacating Checklist of items to complete. In the lease, and again in the letter regarding our Lease Ending Procedures, we encourage Residents to be present for their move out inspection. This letter is also clear about move out costs in this area being very high during turn-over season and that the Residents should follow the checklist to avoid those expenses.Mr. [redacted] quotes Virginia law to say that a landlord has 30 days to send a written itemized list of deductions. This is incorrect. Per the Virginia Residential Landlord and Tenant Act 55-248-1:1-Security Deposits - "The security deposit and any deductions, damages and charges shall be itemized by the landlord in a written notice given to the tenant together with any amount due the tenant within 45 days". The law was changed from 30 days a few years ago. TnT tries to get deposits out in 30 days but sometimes that is not possible.In regards to the address error on the security deposit packet, we explained to Mr. [redacted] on June 23, 2017 when we called him because the packet had been returned to us, there was a mistake in the town used on the packet. On that day, again, when we called,him, we offered for him to come to our office since we knew he had moved locally and pick the check up immediately rather than waiting for it to be mailed again. He chose to have it mailed again with the corrected town. Since that day we have provided Mr. [redacted] with a copy of the original posted envelope which was mailed out June 16, 2017, which was within the 45 day time period. TnT has nothing to gain by holding these security deposits. They are held in an escrow account until a check is issued to the Residents, and as per state law, and if the check is not cashed in 12 months from the date of issue, the check are to be voided and reissued to the Treasurer of Virginia.In regards to the carpet cleaning, again this was clearly stated in each lease Mr. [redacted] signed both for this property and most, if not all, of the prior leases he has signed. Having called around and checked on prices with other carpet cleaning companies and other property managers, the costs were a minimum of $95. There is no professional carpet cleaning company in this area that will clean the carpets in a bedroom and a living room for only $50. We will not even dignify his threat of a class action lawsuit with a response.In closing, it is incredulous to me that we are such a "shady natured" business yet Mr. [redacted] admittedly continued to sign leases at several different properties with TnT for nearly a decade. I have included a copy of the most recent lease Mr. [redacted] signed which includes the Standard Vacating Checklist and a copy of the Lease Ending procedures letter.Please let us know if you need any further information.With Kind Regards,[redacted]Property Manager
I am writing in response to your email dated October 12 in regards to the complaint filed by [redacted]. [redacted] regarding the property located at [redacted]. rented by his son, [redacted].We received a letter of dispute from Mr. [redacted] on September 22, 2015. After thoroughly reviewing his...
concerns and investigating the charges he was disputing, the charges taken out of his son's security deposit were found to be valid. We responded to Mr. [redacted] on October 7, 2015 advising him of our findings. I have enclosed a copy of Mr. [redacted]'s initial complaint and our response to him along with supporting documentation.If you require any additional information from us, please let me know,Sincerely,[redacted]Property Manager
We have received the letter rebuttal of the complaint at [redacted]. I will address the concerns in the order in which they are presented.TNT Flinchum Property Management does not own the property where the tenant lived. We manage the building for the property owner. The property owner did not have another unit in the tenant's price range, therefore we were unable to relocate her to another unit. We discussed this with the tenant at that time. We did not simply deny her request "without any consideration." We took considerable consideration. We contacted the building inspector ourselves to ensure her health and safety.We have completed the repairs to the unit, and are currently trying to rent it. The tenant still has an active lease for the unit, and could return to the unit at any time. We never asked her to leave. I have included a copy of the email and Code Information sheet sent to us from the building inspector. As you will see from the inspector's report, there was not any mold apparent at the date of the inspection on October 7, 2015.The tenant has filed for Tenant Assertion with the courts. This case is set to be heard December 11, 2015, therefore this matter will be resolved by the court.If you have any questions or concerns, please contact us at the above telephone number or address.Thank you,[redacted]Leasing Agent
We have received the letter regarding the complaint at [redacted]. I will address tho concerns in the order in which they are presented.On September 27,2015, we received an emergency maintenance call regarding the leaking water heater. The on-call maintenance technician...
went to the unit and turned the water off to the water heater. They returned September 28, 2015 and replaced the water heater. At that time, the technician had our water restoration company come out to extract the water and begin to dry out the carpets.On September 29, 2015, we experienced wide spread flash flooding in the New River Valley. The tenant experienced flooding from the heavy rain. Maintenance technicians found that there bad been flooding in her unit, and at that time, the water restoration company was notified that they needed to come to the home to extract the water again. The dehumidifier machine that was left to extract moisture had a small leak in the hose, which left a puddle of water on the kitchen floor. Upon notification the contractor from the water restoration company returned to the unit to repair the problem. Upon entering the unit, he found that there was only about a cup of water was in the floor, not a flooded kitchen.The tenant called on September 30, 2015 stating she was concerned that there was mold in the unit and that the unit was uninhabitable. The property manager went to the unit and performed a walk through to see the condition of the unit, and found no visible evidence of "mold." The property manager then contacted the Chief Building Inspector for the Town of [redacted], and asked that he meet her at the unit to inspect it to be sure it was safe for occupancy. The inspector found that the unit did not have anything wrong that would make it uninhabitable. TNT had all the drying equipment removed from the unit this same day.At this time, the only issue that needs to be completed is painting the sheetrock. All other repairs caused by the flooding have been completed.If you have any questions or concerns, please contact us at the above telephone number or address.Thank you,[redacted]Leasing Agent
We have received the above mentioned complaint. We will respond in the order in which the items are listed. First, while we may have unhappy reviews on [redacted], we carry an A- rating with the Revdex.com and have been an Accredited Business since 1991. It is very easy to go online and zip off an...
email if you are unhappy. Rarely does anyone go online with a positive review. We do however have a binder full of compliment letters in our office. The carpets in the hallways are scheduled to be cleaned over the [redacted] winter break which is set to begin at the end of next week. We clean these carpets two times a year and do so during a time in which there are no classes. This is required because of the location of the property. We are beside the campus and the street is a one way street so access with equipment ¡s limited during all other times of the year. The trash issue was just discovered last week. we have contacted all Residents in the building that trash must be taken downstairs and not kept in the hallway and that the trash must be placed inside a trash can. While the trash room is shared with [redacted] and this can cause problems, there is no other location in the building for the trash to be placed that the Town of [redacted] will approve. We have an outside contractor that empties those cans daily Monday through Friday.Mr. [redacted] moved into the property on May 22, 2015. When he returned his move in inspection form on May 28, 2015, he indicated that the ethernet port and the fireplace were not working, We wrote a work order for our staff to complete based on the move in inspection on May 29, 2015. When the maintenance man completed the work order on June 2, 2015, he indicated that the ethernet port was wired properly and therefore should be working. He also indicated that he would have the office get the fireplace repaired. We contacted an outside vendor on the fireplace and believed that the work had been completed. On August 18, 2015 we received a written letter from Mr. [redacted] in regards to several of our business practices that he was unhappy with and a few maintenance items. This list included the ethernet port and the fireplace. The very next week, we contacted Mr. [redacted] to inform him of the exact day that the technician was coming to repair his ethernet port and that the contractor for the fireplace would be ¡n the unit again to get part numbers. We still believed that the fireplace work had been completed until we received this written notice. I have contacted the contractor numerous times since August to follow up to ensure that this repair is completed. We have been informed that the part will finally arrive next week and that the repair will be made as soon as the part arrives. We will call Mr. [redacted] to inform him when the contractor will be entering his unit to make the repair. While it has taken a while to get the part, we have not ignored the problem. The leak in the hallwav was also listed in the letter we received from Mr. [redacted] on August 18, 2015. It appeared that the maintenance person who was on call that weekend neglected to come back and make the repair. We sent a maintenance person immediately to repair the problem.In regards to the lease renewal, we did mail Mr. [redacted] a renewal letter on October 23, 2015. The letter stated that if it were returned by November 5, 2015 the new rent rate would be $1310.00 per month and if it was returned after that date, the rent would be $1335.00 per month. It also stated "If you are uncertain of your plans, or if you need something larger or smaller, please contact us. We will be willing to work with you as much as possible." We do not have an issue with waiting for Mr. [redacted] to sign the new lease after the fireplace has been fixed. Once a Resident notifies us of their intention to renew the lease, we call the day before we ere going and schedule a renewal walk-through of the unit. When we perform the walk-throughs, we do leave the lease in the unit for them to sign and return. We did get Mr. [redacted]'s message that he did not want us to come to his unit that day and we did not. His renewal lease is still here in our office in his folder. I do not know why he believes that we entered the unit but that is not the case. In regards to our right to inspect, Lease item #19 states "Owner may enter apartment at any reasonable time to inspect..,"In regards to our business practices, we have been in business for 31 years and clearly must not be as terrible as Mr. [redacted] has portrayed. Sincerely,[redacted]Property Manager
We are in receipt of Revdex.com Case #[redacted] dated July 22, 2016.TNT Flinchum Property Management has never received any kind of communication from this former tenant disputing any...
charges that were made toward her security deposit refund. As is stated in her lease, disputes concerning any of the charges need to be received in writing and will be addressed accordingly. Since this tenant has never contacted TNT Flínchum Property Management there has beenno opportunity to research and discuss any of the tenant's concerns.TNT Flinchum Property Management never received a move-in inspection form from this tenant. As it is stated on the key slip that the resident signed at move in, if a move-in inspection is not submittedin writing to our office within seven (7) days of the tenant's move-in they agree to accept the unit "as is." (See copy enclosed.) If the resident can supply us with a copy of a move-in inspection, we would be better able to determine which damages where there at the time of her occupancy of the residence and what damages occurred during her lease dates. Our move-out inspection includes photographs of the residence and include items that were damaged and/or in need of cleaning. The total amount of move-out repairs were $880 and the res¡dent was charged $260 of that dollar amount for her damages.In reference to the cleaning charge at move-out, there were several items listed on the move-out inspection as needing to be cleaned. (See copy enclosed.) Had the resident chosen to be present forthe move-out we could have shown her the issues at that time.Regards[redacted]Property Manager
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To begin, TnT Flinchum has been accredited with the Revdex.com for 17 years.
Knowing this, it took them 14 business days to respond to a client complaint, a
violation of the accreditation agreement between the Revdex.com and a business. This
flagrant disregard for responding to anyone is a clear sign of troubles I faced
in dealing with your company.
Yes, I have rented from TnT Flinchum for pretty much a decade, which should
give clout to my claims of repairs. Also, as stated in the complaint, each time
I vacated one property and moved to another I learned more and more about their
business practices and procedures. This is why after this last, and final move
out, having done everything correct, I was able to focus in on the last detail
of the carpet cleaning. The properties won't be vacant, this is due to supply
and demand. With an cycling of college students who may rent for one to four
years, they don't have the time to build up a 10yr base knowledge. Longevity of
business does not correlate to quality of business.
Obviously prices fluctuate, that is common knowledge. I've not accused TnT
Flinchum of extortion, I've pointed out that in the letter you receive it will
have what the new rate could be, the lowered rate if you renew, and there is a
middle rate that if you don't renew is displayed on the website. As stated in
the complaint, I would not regard it as extortion if there wasn't a third rate
associated with it. The fact you 'encourage' the tenant with a super high rate,
then show a 'discount' is one thing, but when you don't follow through on your
website with the super high rate, that is where we have a serious issue.
The portion regarding a paper trail isn't to say you have to have email,
it's just the simplest. Any reputable company in the modern era has a contact
us or ticket system on their site. This is to let the customer/client
understand their message was received and both parties have a copy. If every
time there was an issue you had to send a certified letter, it would take even
more months for issues to be resolved. There is no ticket system, if a repair
person enters your residence, you're left with a hand written note on scrap
paper. It would seem as though three repair personnel for 70 properties is not
adequate.
Regarding the 30 days for notification, you're very close. It's in that
section, just a little further down, the last paragraph before section B
starts. It reads as follows 'The landlord shall notify the tenant in writing of
any deductions provided by this subsection to be made from the tenant's
security deposit during the course of the tenancy. Such notification shall be
made within 30 days of the date of the determination of the deduction and shall
itemize the reasons in the same manner as provided in subsection B.' The
return of a deposit is due within 45 days, but the itemized list is due within
30. Yet another deadline that TnT Flinchum fails to meet. I also find it ironic
that every tenant is required to pay and if not there is a late fee within a
few days past, yet the property management has 45 days. Expectations are a two
way road.
By mailing it to the wrong place, TnT Flinchum has tried to shift the burden
of recouping their deposit to the tenant and not take any more effort on their
behalf.
My issue with the carpet cleaning is that your agreement locks you into an
unknown cost for cleaning, with an unknown company. I wouldn't have been upset
had it been an actual separate company that performed the work. Instead you
have your sister company perform the work. This doesn't give the tenants any
reassurance that the cost is fair market value at all. Or that the work was
performed. I state that because, the former resident has no way of agreeing the
work was done. While you live in the property, you can continue to follow up,
however once you leave you have to take their word for it. You're forgetting
the size of the property, it's not just a 'bedroom and living room', it's ~400ft^2.
I'm not threatening a class action lawsuit, if that is how you interpreted
it, I can't change that for you. I am merely asking a question I don't have an
answer to. The only thing consistent in the responses to complaints is the use
of the word incredulous.
Finally, yes, my view of your business changed over the course of years.
First I felt as if you wanted to lease to me, and that you were offering valued
properties. This became less of my view as I progressed through the years and
at different properties. Another factor of change is the ever constant change
of office staff over the years. After a culmination of events, my conclusion is
that TnT Flinchum is shady and I will never rent from you again. I don't have
one instance and bash a company or draw a conclusion. If anything, my repeated
business over the course of nearly a decade shows my resiliency to not let
issues a few times a year set the view for a whole year.[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I finally received an explanation of the charges from [redacted] at TNT in February 2016 that the charges we had been billed for were 20.55 for utilities I paid that. My check number was [redacted] and it cleared my bank on 2-24-16. She said that 11.67 was admin. fees (which I am assuming was the $35 split between my daughter and the other two tenants although that was not explained to me). I paid 11.67 with a separate check # [redacted] and it also cleared the bank on 2-24-95. The $10 charge for August and $10 charge for September for a raise in rent were paid by a $20 check which cleared my bank on 11-16-15, check no. [redacted]. I can provide bank documentation on this. All bills were paid once someone explained what they were for. I was not about to pay for unexplained charges.This issue will not be resolved until late charges are removed.
Regards,
[redacted]