In Touch Property Management & Real Estate LLC

Initial Business Response /* (1000, 8, 2015/08/23) */
We made every effort to resolve each issue this customer had in a timely fashion, beginning with the fact that they were upset about the cleaning job performed before they moved in. As soon as they informed us the cleaning job was sub-par, we...

told them that the cleaners would be back out right away to fix the issues, whereupon the tenants informed us they had already cleaned the house. The tenants were given a concession toward their rent as an apology for issues they had during move in.
The flood in the condo was handled by the HOA (not us as the property manager) and the reason that we could not repair anything right away was because the HOA took 6 months to decide how they were going to handle this issue. The necessary repairs were made promptly following the HOA's decision and notification to us that the damage caused would be the homeowner's responsibility to handle.
After reviewing all maintenance requests and emails during this customer's tenancy, we found no request to have a loose light fixture repaired. Had we been informed of this, we would have sent a contractor out to assess the issue and solve the problem.
In addition to the times that the tenant asked if we could be available for a move out walk through, we also offered several other options that would have worked for us. The tenants could not make themselves available during any of the time slots given. Vendors sent to the condo to make repairs had difficulty scheduling due to the tenants' unavailability. After 15 days of working with the tenants to schedule a move out walk through, it was determined that we needed to move forward and do the move out walk through without them in order to get the condo ready for the next tenants.
As far as the fees that were deducted from the security deposit are concerned, there were numerous issues that went above and beyond normal wear and tear, including but not limited to bedroom and bathroom doors and hardware that needed to be repaired as well as many of the cabinet doors and hardware throughout the condo. Professional cleaners were sent to the condo to clean the blinds, windows, sliding glass door and tracks, etc that had been skipped when the tenants were doing their own cleaning.
The fees assessed to their security deposit were all at fair market value or below. There is no reason to "nickel and dime" any tenant and we feel it's our duty to keep any fees assessed to a minimum in order to refund as much of the security deposit as possible to all of our tenants.
These tenants were given an additional amount back toward their security deposit in order to reconcile their concerns that they were treated unfairly.