Investor's Alliance

Ms***, Thank you for your assistance Here is StLouis Investor's Alliance's response to the above referenced complaint: Ms [redacted] moved into [redacted] on 11/1/ The City of Bellfontaine Neighbors has a very rigorous inspection process, and we received a valid Occupancy Permit for this property prior to the tenant moving inDue to an internal scheduling issue, however, she did move into the property prior to us having a final cleaning done on the unit This was explained to her upfront and we issued her a rent credit of $to compensate for the conditionThe tenant is given a Condition of Premises form to fill out upon move in It is explained to the tenant that the lease clearly statesthat they accept the property where is/as is and that this form is used to acknowledge any pre-existing conditions of the property ensuring that they would not be held responsible (for security deposit refund purposes) for any of the items they list They are also informed that the owner of the property - not the management company - makes the final decision on any and all repairsWhen Ms [redacted] turned in her Condition of Premises report, she asked that all of the items she listed be take care of That information was sent to the owner, who declined making any of the repairs but agreed the tenant would not be held responsible The only other maintenance call we have record of was on 3/21//where she reported a broken faucet handle and a broken window in a door The tenant admitted that someone in the house broke the glass The owner was notified and they approved us making the repair to the faucet, but told the tenant they would be responsible for the broken glass Our technician repaired the faucet on 3/23/We have no other record of the tenant contacting us regarding any other maintenance itemsPlease confirm receipt of this response - and again, thank you for your help [redacted] Director/BrokerStLouis Investor's Alliance [redacted] ***StLouis, MO 63109P: [redacted] (EXT108) / F: [redacted] www.stlia.net

Initial Business Response / [redacted] (1000, 6, 2015/05/04) */ Contact Name and Title: [redacted] Realtor Contact Phone: XXXXXXXXXX Contact Email: ***@stlia.net As explained to the complainant, we do not have a listing currently being marketed at this buildingThe building in question contains units in total and while we do manage one of the condo units at the referenced address, and we do recognize the language of what he has sent over is from our prior listing, last posted in June of 2014, and the pictures are not our pictures, we did not post these items togetherThe "listing" he forwarded along with this compliant is not an active listing, it is simply the information provided by Zillow when an individual types in the general building addressThere is no unit number attached and no contact information linked to it except for that of our agent's name and number which was provided in the text onlyIn fact we could not find this specific information when searching Zillow and when referenced by specific unit, the property we manage had only our language and pictures and also stated that it was not currently on the marketUnfortunately we have no control over how Zillow handles our information once we upload it to their site or to a partner site that shares with ZillowIt seems to us there was a mwithin Zillow's database that has crossed bits from several listings of individual units together and posted them as general information for this buildingWe have reached out to Zillow and have requested they resolve this issue and we are awaiting their responseAs there is no active listing as the complainant states, on Zillow or on any other real estate site or on the MLS, we cannot complete his request as we cannot remove something that does not existWe have attempted to reach out to the complainant on several occasions and have exchanged several emails and one phone call between him and our brokerWe provided our original photos to him that we used in our marketing which are completely different and represent only the unit that we handle management forWe did in fact request a face to face meeting with the complainant as well in an attempt to resolve this confusion; it was turned down by both he and his wifeWe have not been provided any evidence by the complainant that would show any malicious intent on our part and unfortunately when using web-based marketing and sites such as Zillow that compiles information for millions of properties around the country, things like this can happenWhile we would be more than happy to correct the issue directly, we cannot as this information was posted by Zillow itself and not our office nor any representative of our officeWe take pride in providing quality property management and real estate services to our clients and certainly have no interest in "stealing" anyone's proprietary information nor another agent's listingsIt seems the complainant has not been satisfied with our response however at this point we have done all we can as this is a matter with Zillow, not our office, and must be resolved with them

We took over management of the property located at [redacted] **in April 1, At that time, the tenant's were on a month to month lease On May 15, 2017, we sent a letter to the tenants, per the owners instructions, asking them to verify if they intended to stay at the property another year and if so, they would be required to sign a new lease no later than June 30, The letter instructed them to fill out the form we provided them and return it as soon as possible Our receptionist received a call from [redacted] ( [redacted] and [redacted] are both tenants of [redacted] **) on or about 5/17/ He informed her that they would be vacating the property soon Our receptionist informed him that he needed to provide us with their intent in writing and that once they did that we would provide them with a MOVE OUT PACKET with complete instructions To date, we have received nothing from either [redacted] or [redacted] in writing regarding the intent to terminate their lease.Furthermore, we have an automated phone system that answers immediately and gives the caller prompts to reach the proper individual based on their needs It also clearly states that if the individual is not available, they are to LEAVE A CLEAR MESSAGE INCLUDING THEIR PROPERTY ADDRESS AND PHONE NUMBER I have checked with everyone in our office and on one has received a message from either [redacted] or [redacted] We did receive a Landlord Verification fax from Landlord Tenant Services on 5/17/regarding [redacted] We completed the form and faxed it back to the phone number on the form We show no record of anyone calling from that company to report that the form had not yet been returned We only accept faxed or email Landlord Verification Requests and to-date this is the only one we have received for this tenant We would be happy to re-send it if they need us to.We also attempted to contact [redacted] today - we left a message on his voicemail

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI've also attached screenshots of my numerous attempts at calling someone about the situation Sincerely, [redacted] ***

I have spoken to Ms *** and apologized for the miscommunication with our front office staff I have taken immediate steps to make the necessary repairs she needed The only item left to do is to repair the concrete steps which we have scheduled to do next week

Ms***, Thank you for your assistance. Here is StLouis Investor's Alliance's response to the above referenced complaint: Ms*** moved into *** *** on 11/1/ The City of Bellfontaine Neighbors has a very rigorous inspection process, and we received a valid
Occupancy Permit for this property prior to the tenant moving in. Due to an internal scheduling issue, however, she did move into the property prior to us having a final cleaning done on the unit. This was explained to her upfront and we issued her a rent credit of $to compensate for the condition. The tenant is given a Condition of Premises form to fill out upon move in. It is explained to the tenant that the lease clearly statesthat they accept the property where is/as is and that this form is used to acknowledge any pre-existing conditions of the property ensuring that they would not be held responsible (for security deposit refund purposes) for any of the items they list. They are also informed that the owner of the property - not the management company - makes the final decision on any and all repairs. When Ms*** turned in her Condition of Premises report, she asked that all of the items she listed be take care of. That information was sent to the owner, who declined making any of the repairs but agreed the tenant would not be held responsible. The only other maintenance call we have record of was on 3/21//where she reported a broken faucet handle and a broken window in a door. The tenant admitted that someone in the house broke the glass. The owner was notified and they approved us making the repair to the faucet, but told the tenant they would be responsible for the broken glass. Our technician repaired the faucet on 3/23/16. We have no other record of the tenant contacting us regarding any other maintenance items. Please confirm receipt of this response - and again, thank you for your help. *** ** ***Director/BrokerStLouis Investor's Alliance*** *** ***StLouis, MO 63109P:***(EXT108) / F:***www.stlia.net

We took over management of the property located at *** *** **in April 1, At that time, the tenant's were on a month to month lease On May 15, 2017, we sent a letter to the tenants, per the owners instructions, asking them to verify if they intended to stay at the property
another year and if so, they would be required to sign a new lease no later than June 30, The letter instructed them to fill out the form we provided them and return it as soon as possible Our receptionist received a call from *** *** (*** and *** are both tenants of *** *** **) on or about 5/17/ He informed her that they would be vacating the property soon Our receptionist informed him that he needed to provide us with their intent in writing and that once they did that we would provide them with a MOVE OUT PACKET with complete instructions To date, we have received nothing from either *** or *** in writing regarding the intent to terminate their lease.Furthermore, we have an automated phone system that answers immediately and gives the caller prompts to reach the proper individual based on their needs It also clearly states that if the individual is not available, they are to LEAVE A CLEAR MESSAGE INCLUDING THEIR PROPERTY ADDRESS AND PHONE NUMBER I have checked with everyone in our office and on one has received a message from either *** or ***. We did receive a Landlord Verification fax from Landlord Tenant Services on 5/17/regarding *** *** We completed the form and faxed it back to the phone number on the form We show no record of anyone calling from that company to report that the form had not yet been returned We only accept faxed or email Landlord Verification Requests and to-date this is the only one we have received for this tenant We would be happy to re-send it if they need us to.We also attempted to contact *** today - we left a message on his voicemail

Initial Business Response /* (1000, 6, 2015/05/04) */
Contact Name and Title: *** *** Realtor
Contact Phone: XXXXXXXXXX
Contact Email: ***@stlia.net
As explained to the complainant, we do not have a listing currently being marketed at this buildingThe building in question contains
units in total and while we do manage one of the condo units at the referenced address, and we do recognize the language of what he has sent over is from our prior listing, last posted in June of 2014, and the pictures are not our pictures, we did not post these items togetherThe "listing" he forwarded along with this compliant is not an active listing, it is simply the information provided by Zillow when an individual types in the general building addressThere is no unit number attached and no contact information linked to it except for that of our agent's name and number which was provided in the text onlyIn fact we could not find this specific information when searching Zillow and when referenced by specific unit, the property we manage had only our language and pictures and also stated that it was not currently on the marketUnfortunately we have no control over how Zillow handles our information once we upload it to their site or to a partner site that shares with ZillowIt seems to us there was a mwithin Zillow's database that has crossed bits from several listings of individual units together and posted them as general information for this buildingWe have reached out to Zillow and have requested they resolve this issue and we are awaiting their responseAs there is no active listing as the complainant states, on Zillow or on any other real estate site or on the MLS, we cannot complete his request as we cannot remove something that does not existWe have attempted to reach out to the complainant on several occasions and have exchanged several emails and one phone call between him and our brokerWe provided our original photos to him that we used in our marketing which are completely different and represent only the unit that we handle management forWe did in fact request a face to face meeting with the complainant as well in an attempt to resolve this confusion; it was turned down by both he and his wifeWe have not been provided any evidence by the complainant that would show any malicious intent on our part and unfortunately when using web-based marketing and sites such as Zillow that compiles information for millions of properties around the country, things like this can happenWhile we would be more than happy to correct the issue directly, we cannot as this information was posted by Zillow itself and not our office nor any representative of our officeWe take pride in providing quality property management and real estate services to our clients and certainly have no interest in "stealing" anyone's proprietary information nor another agent's listingsIt seems the complainant has not been satisfied with our response however at this point we have done all we can as this is a matter with Zillow, not our office, and must be resolved with them

We received a call from Ms*** on 7/28/stating that her refrigerator was not cooling properly She said the issue had been going on for a while, but we did not have any record of her early calls At the time we were having some staffing issues and it was quite possible that Ms
*** had called in and the maintenance ticket had not been generated I personally spoke with Ms*** as soon as I found out that her issue was still outstanding I spoke to her on three separate occasions as we were trying to have her refrigerator either repaired or replaced Ultimately we had a different refrigerator delivered to her unit At my last communication with her she was satisfied

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've also attached screenshots of my numerous attempts at calling someone about the situation
Sincerely,
*** ***

The tenant, *** ***, called our after hours emergency line last night (10/24) at 9:pm to report that he turned the furnace on a few days ago, but just now noticed that it didn't seem to be warming the temperature in the apartment any higher than degrees. He asked if we could have
someone come out and look at it immediately. I informed him that we use outside vendors for our heating & cooling and that since it was 9:00pm I would not be able to contact any of our vendors until morning, but that someone would contact him tomorrow to let him know when they would be available to make the service call. As promised, we contacted four different HVAC vendors this morning and all of them said they were already booked for today, but could get to him tomorrow. We contacted the tenant and told him unfortunately none of our vendors were available until tomorrow - he felt that was unacceptable. We explained that while we always try to provide same day service, that some times we are at the mercy of our vendors and that while it is chilly, the temperatures are not below freezing nor are they expected to be until the weekend.Again, he felt that this was unacceptable. If the temperatures were well below freezing and we felt that his health or the safety of the building was in danger, we would offer to provide him with temporary, but since this will be the first night the temps are below degrees, they would be okay until tomorrow

Mr*** did enter an on-line application for a property that we had for lease. After repeated attempts to contact Mr*** by phone, I sent him the following email:Rental Application - *** *** *** *** [***@stlia.net]Sent: 12/12/10:
amTo: ***@gmail.com***, I attempted to call you (***), but the message said you phone did not accept incoming calls. In order for us to process your Rental Application, you will need to look for the email below - the subject will be REQUEST FOR SECURE CREDIT CHECK. You will need to access the link in that email and follow the prompts. Once you have completed your part we will be able to access your information and we will call you with a decision on your application. Thanks you! After Mr*** finally completed the "process", we were able to view his credit report. Based on TransUnions report, the owner choose not to rent the property to Mr***. As is our standard procedure, we sent a letter to the prospective tenant informing them that their application had been denied and that they were welcome to contact TransUnion for more specific information. That letter (which is attached) was sent via US mail to the address that was provided on Mr***'s application on Dec20, 2017.Once the letter is sent, we do not follow up again with the prospective tenants. The applications clearly state that Application Fees are non-refundable. *** ***

Initial Business Response /* (1000, 5, 2016/02/24) */
Contact Name and Title: *** J ***, Owner
Contact Phone: XXX-XXX-XXXX ext ***
Contact Email: ***@stlia.net
I sent the following email on 2/to Ms*** and have also spoken with her on the phone on occasions:
Dear Ms
***:
In response to your email, our company has done everything within our legal means to address your concernsEvery phone call we have received from you has been noted in our data system and a follow up call and/or letter has been sent to our tenantFurthermore, my property manager has personally gone to the property to discuss your concerns with the tenant on more than on occasion
Any issues with her children trespassing or causing damage to your property is a civil issue and would be handled by the local police department - which I understand you have already contacted themAs the Property Management company our role is to enforce the terms and conditions of the lease not address issues related to civil or criminal mattersThe exception to that if the police contact us regarding the property becoming a nuisance due to excessive criminal activity - such as drugs being sold or violent crimes, then we as the property managers can take action to have the tenant evicted once that request is given to us by the local police departmentWe have requested a copy of the latest police report and will review it upon receiptIf they confirm that the property has become a nuisance, then we will immediately act accordingly
I assure you we have done everything within our rights as a management company to address your concernsAt this point, we feel that it is truly a civil matter and we do not have any cause or grounds to ask the tenant to move or to have her evictedWe continue to keep the owner of the property informed and his agrees with our position
I am happy to speak with you directly and answer any other questions you may haveFeel free to contact me at the phone number listed below
Regards,
*** J ***
StLouis Investor's Alliance