Income Property Management

Initial Business Response / [redacted] (1000, 5, 2016/01/23) */ Contact Name and Title: [redacted] Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @ipmkrv.com I am writing you in response to Ms [redacted] 's complaint against my company, Income Property ManagementWe originally showed Ms [redacted] the property back in June She was very excited about the home and was wanting to move in ASAPWe ran here background and credit checks for qualifying a tenant, as per our office proceduresShe did not pass our screening due to our income requirements of times the monthly rent, however, we took a letter of reference from the Administrator at the program where she had been living previously, along with a larger security deposit, and approved herWe discussed with her the long staircase you must climb to get to the front door of the home and she insisted that it would be good exercise for herWe had the property cleaned and did a full Condition Report and Walk Through with Ms [redacted] on June 22nd, 2015, at which time she approved and accepted the condition of the home, and signed a 1-year lease Ms [redacted] paid her rent on time each month and made no complaints with our office for repairs or any other issuesIn October she was unable to pay her rent and when contacted and served with a Day Notice to Pay she complained about the leaking drain of the bathroom sink, the hot water not being hot enough, and the wall A/C unit having a musty odor when onWe scheduled our maintenance men out to the property that same weekThe licensed plumber found no leak in the bathroom, but he did suggest replacing the hot water heater, as it was an older unit and was not functioning efficientlyWe contacted the owner and the hot water heater was replaced a few days later by Home DepotWe told Ms [redacted] that since we were already into the winter months and the unit was no longer being used, that we would send our A/C service man out just before the temperatures began warming up in the spring to service the wall A/C and she agreedAfter the repairs were completed, Ms [redacted] was still unable to make her rent payment for the month of October, so I personally went to the property and spoke with her about what we could do to help her through thisI transferred a portion of her security deposit over to cover October's rent and to bring her currentShe paid November and December rent on time and stated verbally when coming into our office on December 2nd, to pay that she would be having knee surgery and would possibly have to move because she would be having knee surgery and was concerned about climbing the stairsWe informed her that she was in a lease until June and would lose her security deposit; however, we would make every attempt to advertise and re-rent the property quickly in hopes to refund some of her depositWe also notified her that written notice would be needed, which was never providedOn January 2nd, Ms [redacted] sent us an email that she had vacated the property on December 31st, and had left the keyWe immediately went and inspected the property and did our Move-Out Walk Through, no damages were done We just approved another tenant this week and they will be moving in on January 25th, We issued Ms [redacted] a refund check for $on January 21st for the remaining balance of her security deposit after the cleaning charge and pro-rated rent through January 24th, 2016, along with an explanation of the deductionsThe owner could have chosen to sue Ms [redacted] in small claims for the remaining amount due on the lease; however decided against it given Ms [redacted] 's situation with her knee surgery, and the fact that we were able to get the property re-rented quickly

Initial Business Response /* (1000, 5, 2016/01/23) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@ipmkrv.com
I am writing you in response to Ms. [redacted]'s complaint against my company, Income Property Management. We originally showed Ms. [redacted]...

the property back in June 2015. She was very excited about the home and was wanting to move in ASAP. We ran here background and credit checks for qualifying a tenant, as per our office procedures. She did not pass our screening due to our income requirements of 3 times the monthly rent, however, we took a letter of reference from the Administrator at the program where she had been living previously, along with a larger security deposit, and approved her. We discussed with her the long staircase you must climb to get to the front door of the home and she insisted that it would be good exercise for her. We had the property cleaned and did a full Condition Report and Walk Through with Ms. [redacted] on June 22nd, 2015, at which time she approved and accepted the condition of the home, and signed a 1-year lease.
Ms. [redacted] paid her rent on time each month and made no complaints with our office for repairs or any other issues. In October 2015 she was unable to pay her rent and when contacted and served with a 3 Day Notice to Pay she complained about the leaking drain of the bathroom sink, the hot water not being hot enough, and the wall A/C unit having a musty odor when on. We scheduled our maintenance men out to the property that same week. The licensed plumber found no leak in the bathroom, but he did suggest replacing the hot water heater, as it was an older unit and was not functioning efficiently. We contacted the owner and the hot water heater was replaced a few days later by Home Depot. We told Ms. [redacted] that since we were already into the winter months and the unit was no longer being used, that we would send our A/C service man out just before the temperatures began warming up in the spring to service the wall A/C and she agreed. After the repairs were completed, Ms. [redacted] was still unable to make her rent payment for the month of October, so I personally went to the property and spoke with her about what we could do to help her through this. I transferred a portion of her security deposit over to cover October's rent and to bring her current. She paid November and December rent on time and stated verbally when coming into our office on December 2nd, 2015 to pay that she would be having knee surgery and would possibly have to move because she would be having knee surgery and was concerned about climbing the stairs. We informed her that she was in a lease until June 2016 and would lose her security deposit; however, we would make every attempt to advertise and re-rent the property quickly in hopes to refund some of her deposit. We also notified her that written notice would be needed, which was never provided. On January 2nd, 2016 Ms. [redacted] sent us an email that she had vacated the property on December 31st, 2015 and had left the key. We immediately went and inspected the property and did our Move-Out Walk Through, no damages were done.
We just approved another tenant this week and they will be moving in on January 25th, 2016. We issued Ms. [redacted] a refund check for $325 on January 21st for the remaining balance of her security deposit after the cleaning charge and pro-rated rent through January 24th, 2016, along with an explanation of the deductions. The owner could have chosen to sue Ms. [redacted] in small claims for the remaining amount due on the lease; however decided against it given Ms. [redacted]'s situation with her knee surgery, and the fact that we were able to get the property re-rented quickly.