Independence Capital, LLC

January 12, VIA FACSIMILE TO ###-###-#### Revdex.com Jefferson StNE SteA Albuquerque, NM RE: Complaint ID [redacted] To Whom It May Concern:This letter is in response to the above-referenced complaint that was submitted to your office on 12/24/The initial issue was report to our office on February 16, At that time, we were unable to get in touch with the owner of the home for approval to complete the work, as it was above our maintenance authorityWhen we finally heard back from the owner, we were told by the tenant that it would be fine to address the chimney sweeping in the Fall of On 9/30/16, we received permission from the owner to have the chimney swept, and contacted a first vendor, who indicated they would be in touch with the tenant to schedule a time to complete the workIt was not until 12/6/that we received notification that the vendor had never contacted the tenantAt that point, we transferred the work order to a second vendorThe second vendor indicated they went to the home to look at the fireplace, and that it needed cleaningThey referred the work to an outside vendor who handles their chimney sweeping, and stated the work was schedule for 12/9/On 12/24/16, we learned that the outside vendor had not reached the tenant to schedule the workWe tried multiple times to reach both him and the second vendor, without success or resolutionSince 12/24/16, we have contacted multiple other vendors to complete the work, and have finally been able to secure anew vendor who has indicated they will be at the property on 1/14/at 8:30am to complete the jobWe try our very best to contract with reliable vendors, and trust that when we don't hear otherwise from the tenant, that the work has been performed and satisfactorily completedIn this case, we were not notified until weeks / months after vendors were schedule, and immediately did everything we could to get the work reassigned and completedWe will continue to follow up to ensure the vendor has completed the workThank you, Kristin J [redacted] Qualifying Broker

Revdex.com Jefferson StNE SteA Albuquerque, NM RE: Complaint ID [redacted] To Whom It May Concern: This letter is in response to the above-referenced complaint that was submitted to your office on 2/22/ Mr* is indeed a tenant with our companyOn 2/9/18, upon being approved to rent the property, he made an online payment through his tenant portal for his security deposit and partial move in chargesOn 2/10/18, he initiated a second payment for the balance of his move in charges, including his first month’s prorated rentBased on his move in charges being paid in full and a lease being fully executed, our office issued keys for him to move in on 2/13/ However, what Mr* fails to mention in his complaint is that on 2/10/18, his second payment for move in charges and rent was returned for insufficient fundsHe was immediately notified of this by our officeOver the course of the next couple days, he spoke with my office numerous times regarding this issue, demanding that he not be responsible for insufficient funds fees, and further demanding to be released from his leaseOn each of those occasions, his story changed – from having a family emergency, to getting relocated for workIt was clear that his agenda was ultimately to accomplish being released from his lease Mr* was advised that our office has no control over what he enters into his tenant portal, and that we have no way of pulling funds from anyone’s accountThe portals are 100% secure, and we have no access to themHe was further advised of his options under his lease to have his term backfilled, yet he refused to exercise those options Upon receiving this Complaint, I reached out to Mr* regarding the seriousness of his actions, and he admitted that he was wrong in his handling of his lease and funds, and ultimately in filing a complaint with the Revdex.comIn fact, he immediately reached out to the Revdex.com to request that his complaint be withdrawn, and the Revdex.com indicated that they aren’t able to remove complaints once they are filed At this point, the issues between Mr* and our company have been fully resolved, and we expect to have a smooth relationship for the remainder of his tenancy Please let me know if I can provide any additional information Thank you, Kristin J [redacted] Qualifying Broker

December 22, VIA FACSIMILE TO 005) 346-Revdex.com Jefferson StNE Suite A Albuquerque, NM RE: Complaint ID: [redacted] ( [redacted] ) To Whom It May Concern: This letter is in response to the above-reference complaintThe tenant currently resides at a property that we acquired in September of from another property management companyAt the time we took over, the tenant was in a month-to-month leaseIn order to streamline our business, we have a day grace period, meaning rent is due on the s' of each month, and in considered late on the 2ndThis policy applied to every tenant we haveThe tenant was notified of this policy upon our take over via posting of a 30-day notice amending her leaseThere has been no breach of the tenant's rental agreement, or unfair charges applied to the tenantPer her lease and the amendments thereto, her rent is due on the 1st of each month, and if any balance remains (even $0.01) after the grace period/due date, a late fee of 10% of the rent will be appliedHowever, in the time since the tenant filed this complaint, we have spoke and agreed to honor her original 3-day grace period, and in good faith, have reversed her late feesAt this time, I do not believe any further dispute needs resolvingPlease let me know if you have any questions concerning this matter, or if I can provide additional informationSincerely, Kristin J [redacted] Qualifying Broker

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this explanation is satisfactory to meIn light of their explanation, it seems that there is a breakdown in the communication process facilitated by the business's maintenance request systemAs the tenant, I submit requests through an online portalMy experience--particularly in the issue mentioned in this complaint--is that my maintenance requests are noted in the system as "scheduled," but I don't know whom has been scheduled or when they are supposed to do the work and/or contact meFrom my point of view, it seemed as though the requests for maintenance were simply being closed without further actionIn view of the business's explanation, the vendors they contacted were not following through.Perhaps it would help better communication if tenants are notified more specifically regarding the status of their requestFor example, after the tenant makes the request and the management staff contacts a vendor, a new status for that request could specify "vendor contacted--awaiting action by vendor"; or something to that effect.The maintenance was in fact completed as noted in the business's explanation, and we are able to heat the home with the wood stove again Regards, [redacted]

February 22, VIA FACSIMILE TO ###-###-#### Revdex.com Jefferson StNE SteA Albuquerque, NM RE: Revdex.com Complaint ID: *** (***) Dear Sir or Madam: This letter is in response to the above referenced ComplaintThis tenant rented an apartment from our company from
October 17, through December 31, A MoInspection was conducted on October 15, by written report and pictures were taken documenting the condition upon move inFurthermore, a professional cleaning and carpet shampooing were performed on the apartment prior to the move in inspection, and it was noted that the home was clean upon move inMs***'s lease states as follows: "Additional Provisions(7) Tenant shall be responsible for leaving property in a clean, rent ready condition upon vacatingThis shall include having carpets professionally cleanedReceipt will be requiredIf carpets are not cleaned, and Landlord must coordinate, Tenant will be charged a $scheduling fee." Also noted during the Move In Inspection, no light bulbs were burned out and all nail holes were patched and painted prior to move inAt move out, there were light bulbs burned out, and excessive nail holes that required patchingWe try to make any repairs as cheap as possible but since the workers are not employees of Independence Capital and are contracted out, they charge an hourly rate to preform workJust as a plumber, electrician, etcwouldThe move out and move in inspections and documentation can be accessed via the following links: *** It should also be noted that this issue was attempted to be resolved directly with the tenant on February 9th, however, our office received no response from herIf you have any questions or if I can provide any additional information, please do not hesitate to contact meSincerely, Kristin J*** Qualifying Broker

December 22, VIA FACSIMILE TO 005) 346-Revdex.com Jefferson StNE Suite A Albuquerque, NM RE: Complaint ID: *** (***) To Whom It May Concern: This letter is in response to the above-reference complaintThe tenant currently resides at a property that we
acquired in September of from another property management companyAt the time we took over, the tenant was in a month-to-month leaseIn order to streamline our business, we have a day grace period, meaning rent is due on the s' of each month, and in considered late on the 2ndThis policy applied to every tenant we haveThe tenant was notified of this policy upon our take over via posting of a 30-day notice amending her leaseThere has been no breach of the tenant's rental agreement, or unfair charges applied to the tenantPer her lease and the amendments thereto, her rent is due on the 1st of each month, and if any balance remains (even $0.01) after the grace period/due date, a late fee of 10% of the rent will be appliedHowever, in the time since the tenant filed this complaint, we have spoke and agreed to honor her original 3-day grace period, and in good faith, have reversed her late feesAt this time, I do not believe any further dispute needs resolvingPlease let me know if you have any questions concerning this matter, or if I can provide additional informationSincerely, Kristin J*** Qualifying Broker

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do want to note though that I was not notified of the policy by Independence Capital prior to this incident and neither was the owner of the property
Regards,
*** ***

September 13, VIA EMAIL TO *** Revdex.com *** *** *** ** *** * *** ** *** RE: Revdex.com Complaint ID: *** (***) Dear Sir or Madam: This letter is in response to the above referenced ComplaintWe were hired by this owner on December 19, to
manage his propertyAt that time, the owner indicated in written instructions that acceptable lease terms would be months - monthsActing under the authority the owner granted us in a signed Management Agreement, we secured a tenant on February 20, 2017, who signed a lease agreement through March 31, (within the authorized acceptable lease term of 6-months)However, we received notice from the tenant that she would need to vacate the property early due to a job transfer, and that she would be moved out no later than July 23, While the tenant was responsible for the remainder of her term, New Mexico law requires that damages be mitigated by securing a new tenant as quickly as possibleTherefore, upon receiving notice from the tenant, we immediately began remarketing the property, and indeed did secure a new tenant, who moved in on August 1, The new tenant signed a term lease expiring July 31, (again, within the authorized acceptable lease term of 6-months, even if considering the original lease date of February 20, 2017)On August 29, 2017, the owner contacted our office concerning his desire to immediately sell the property so that he could afford to house his twin daughters who were headed off to collegeAt that time, he was informed that the tenants were in term through July 31, 2018, and that the home could not be sold unless it was sold subject to the leaseHe demanded that we vacate the tenants, and we explained to him that unless the tenants willingly agreed to such, that they have legal right to remain in the property through the term of their lease, which they have opted to doOddly enough, the owner is upset that we performed the service we were hired to provide, under the authority that he granted us, and is in fact asking that we break the law by requiring the tenant to vacate the home that they have all legal rights toIf you have any questions or if I can provide any additional information, please do not hesitate to contact meSincerely, Kristin J*** Qualifying Broker

January 12, VIA FACSIMILE TO ###-###-#### Revdex.com Jefferson StNE SteA Albuquerque, NM RE: Complaint ID *** To Whom It May Concern:This letter is in response to the above-referenced complaint that was submitted to your office on 12/24/The initial issue was
report to our office on February 16, At that time, we were unable to get in touch with the owner of the home for approval to complete the work, as it was above our maintenance authorityWhen we finally heard back from the owner, we were told by the tenant that it would be fine to address the chimney sweeping in the Fall of On 9/30/16, we received permission from the owner to have the chimney swept, and contacted a first vendor, who indicated they would be in touch with the tenant to schedule a time to complete the workIt was not until 12/6/that we received notification that the vendor had never contacted the tenantAt that point, we transferred the work order to a second vendorThe second vendor indicated they went to the home to look at the fireplace, and that it needed cleaningThey referred the work to an outside vendor who handles their chimney sweeping, and stated the work was schedule for 12/9/On 12/24/16, we learned that the outside vendor had not reached the tenant to schedule the workWe tried multiple times to reach both him and the second vendor, without success or resolutionSince 12/24/16, we have contacted multiple other vendors to complete the work, and have finally been able to secure anew vendor who has indicated they will be at the property on 1/14/at 8:30am to complete the jobWe try our very best to contract with reliable vendors, and trust that when we don't hear otherwise from the tenant, that the work has been performed and satisfactorily completedIn this case, we were not notified until weeks / months after vendors were schedule, and immediately did everything we could to get the work reassigned and completedWe will continue to follow up to ensure the vendor has completed the workThank you, Kristin J*** Qualifying Broker

Revdex.com 7007 Jefferson St. NE Ste. A Albuquerque, NM 87109   RE:     Complaint ID [redacted]   To Whom It May Concern:   This letter is in response to the above-referenced complaint that was submitted to your office on 2/22/18.   Mr. * is...

indeed a tenant with our company. On 2/9/18, upon being approved to rent the property, he made an online payment through his tenant portal for his security deposit and partial move in charges. On 2/10/18, he initiated a second payment for the balance of his move in charges, including his first month’s prorated rent. Based on his move in charges being paid in full and a lease being fully executed, our office issued keys for him to move in on 2/13/18.   However, what Mr. * fails to mention in his complaint is that on 2/10/18, his second payment for move in charges and rent was returned for insufficient funds. He was immediately notified of this by our office. Over the course of the next couple days, he spoke with my office numerous times regarding this issue, demanding that he not be responsible for insufficient funds fees, and further demanding to be released from his lease. On each of those occasions, his story changed – from having a family emergency, to getting relocated for work. It was clear that his agenda was ultimately to accomplish being released from his lease.   Mr. * was advised that our office has no control over what he enters into his tenant portal, and that we have no way of pulling funds from anyone’s account. The portals are 100% secure, and we have no access to them. He was further advised of his options under his lease to have his term backfilled, yet he refused to exercise those options.   Upon receiving this Complaint, I reached out to Mr. * regarding the seriousness of his actions, and he admitted that he was wrong in his handling of his lease and funds, and ultimately in filing a complaint with the Revdex.com. In fact, he immediately reached out to the Revdex.com to request that his complaint be withdrawn, and the Revdex.com indicated that they aren’t able to remove complaints once they are filed.   At this point, the issues between Mr. * and our company have been fully resolved, and we expect to have a smooth relationship for the remainder of his tenancy.   Please let me know if I can provide any additional information.   Thank you, Kristin J[redacted] Qualifying Broker

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this explanation is satisfactory to me. In light of their explanation, it seems that there is a breakdown in the communication process facilitated by the business's maintenance request system. As the tenant, I submit requests through an online portal. My experience--particularly in the issue mentioned in this complaint--is that my maintenance requests are noted in the system as "scheduled," but I don't know whom has been scheduled or when they are supposed to do the work and/or contact me. From my point of view, it seemed as though the requests for maintenance were simply being closed without further action. In view of the business's explanation, the vendors they contacted were not following through.Perhaps it would help better communication if tenants are notified more specifically regarding the status of their request. For example, after the tenant makes the request and the management staff contacts a vendor, a new status for that request could specify "vendor contacted--awaiting action by vendor"; or something to that effect.The maintenance was in fact completed as noted in the business's explanation, and we are able to heat the home with the wood stove again.
Regards,
[redacted]

To whom it may concern, I am writing this to let the Revdex.com know that my complaint has been resolve with Independence Capital thank you for your help with getting it resolved