JWB Property Management, LLC.

Hello,We feel very sorry for the inconvenience that this plumbing problem caused to the Balwin family? Unfortunately, this particular issue was behind a wall and behind cabinets so it involved two separate vendors to go in order first removing cabinets, then going into the wall to fix the plumbing, fixing the wall, installing the cabinets, and lastly hooking up the sink.We lost a day in the process due to a vendor canceling on us in the afternoon Wednesday which would have been the vendor that would re-install the cabinets and also hook up the sink? We were able to get this vendor to come up first thing Thursday morning to complete the project? These types of vendor scheduling problems occur from time to time and our policy is to make sure we call both additional vendors to substitute in if possible and also call our residents to explain any delays? Unfortunately, we were not able to substitute in a different vendor to respond the same day on Wednesday after we found out about cancellation.As far as taking care of our residents, first and foremost is communication? We want to make sure that we are calling you as soon as we hear updates? We are not able to prorate rents on behalf of an owner because we are not the owners? We do understand that without a sink and with the cabinets pulled out its not possible to cook so that's why we offered to buy pizzas on Tuesday night to cover dinner? When I spoke with the resident on Wednesday after we heard that our vendor needed to cancel and reschedule for the next morning I offered to buy pizzas again and this was turned down.Please contact our office is there are any lingering issues and we apologize for the inconvenience? [redacted] ***JWB Property Management###-###-####

Complaint: [redacted] I am rejecting this response because:Unfortunately the company has chosen yet again to be dishonestIn their response they stated " We asked the applicant if they would still rent the home without lawn care and rightfully so they were not willing to do so We then went back to the [redacted] to tell the [redacted] that a mistake was made and that the applicant would only rent with lawn care provided The [redacted] then agreed to do this roughly a week before the leasing signing date."This statement is entirely untrueOur lease signing date was set as 11/16/I have written documentation to prove this factJWB notified us of the [redacted] agreeing to provide lawn care two days after the scheduled lease signing dateI have a voicemail message saved and dated 11/18/at 9:amIt states "good morning I'm calling with JWB rental homesI spoke with you some time last weekWe have reached out to the [redacted] of this property and based on the situation we are more than happy to provide the lawn careSo that will be taken care of." It is clear from this message that this is our first notification of you deciding to honor the advertisement on [redacted] This was two days after the lease signing and modateBy this point it was too late for us to sign the lease and move in.Based upon this, JWB should honor their statement made during their initial response to our Revdex.com claimThey stated "if the [redacted] had not agreed to do the lawn care then we would have felt that the error was completely ours and the deposit would have been refundable if the applicant did not want to move forward We feel that we followed through with our obligation by honoring the property the way it was advertised with the provided lawn care." JWB is correct that the error was theirs and we did not wish to move forwardAt the time of the modate and lease signing we had not been notified that the [redacted] was willing to provide lawn careAt the time of the lease signing, we were still under the impression that we had to either walk away from the home or forego the lawn care as falsely advertisedTherefore the deposit should have been refundable as they stated in their response to Revdex.com.I have attached the supporting documents that I have referred to in this response Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

To whom it may concern,It is unfortunate to hear that the applicant's experience with our leasing process was disappointing They are correct that the advertisement on [redacted] was listed incorrectly stating that lawn care was included The [redacted] of the property originally wanted to include lawn care and then changed their mind and the ad was not updated When the applicant selected the home and put a deposit down, the error was then uncovered We asked the applicant if they would still rent the home without lawn care and rightfully so they were not willing to do so We then went back to the [redacted] to tell the [redacted] that a mistake was made and that the applicant would only rent with lawn care provided The [redacted] then agreed to do this roughly a week before the leasing signing date The applicant then decided not to move forward with renting the home because of the above miscommunication Our rental policy is that a deposit is non-refundable as long as the applicant is approved to rent the home This deposit is required to take the home off the market for up to days However, if the [redacted] had not agreed to do the lawn care then we would have felt that the error was completely ours and the deposit would have been refundable if the applicant did not want to move forward We feel that we followed through with our obligation by honoring the property the way it was advertised with the provided lawn care If you would like to discuss this in further detail please feel free to email me at [redacted] or call me at [redacted] .Thank you, [redacted] ***JWB Property Management

Ms [redacted] ,We have sent the vendor your information and we spoke to you via phone again this morningYou also wrote a very positive review for us and your experience with our company on December 4, We have consistently gone above and beyond to address any and all concerns you have at your propertyWe would appreciate the courtesy of contacting us directly via phone as you did this morning to resolve all issues in your home or with your leaseSincerely,? JWB Property Management###-###-#### [redacted]

I am disappointed and sorry to hear of this experience for our resident and know that when you first move into a home, you are not expecting to be dealing with these types of issuesI know that we work very hard to provide excellent follow up and customer service to each of our residents and want to make sure we are doing everything in our power to resolve issues quickly and efficientlyHere is the information I have about the maintenance concerns mentionedWe begin collecting unpaid rent on the 4th of every monthWe give tenants every opportunity to make their payments before filing an eviction because we know that is a life changing eventUnfortunately, as of today 1/25/2017, we still have not received rent from this resident and have given over and above our grace period for them due to the experiences they have hadIt is important for our residents to know that we work for them, but there is also a legally binding lease document that plays into every decision we have to make on behalf of both tenant and ownerMaintenance Overview: 12/16- tenant moved in 12/19- first work order opened: water leak in master bedroom coming from ceilingSent to Ron Russell RoofingWaited on roof estimate for weekVendor emailed on 12/saying they were unable to reach resident, phone numbers were not workingWe provided an alternate phone number to rooferRoof repair was completed 1/Tenant called back 1/reporting roof still leakingAppointment made with roofer for 1/12/22- plumbing work order openedTenant noted there was a pencil sized hole in the bath tub when she moved inVendor reached out and again could not reach resident with phone numbers we providedWe followed up on 1/and provided new contact informationScheduled for 1/No issues foundTenant reported after that there were still issues with a hole in the tubVendor went back out on 1/They fixed the tub and recommended further investigation to see if their repair was going to be permanentWe received the Revdex.com complaint on 1/I spoke with resident on 1/Followed up on plumbing and got project manager from our construction deptinvolved to assess the tub and find a solutionOur project manager went to home on 1/Said tub repair was still needed beyond the temporary fix of the plumber previously, and patching of hole will be sufficientLeft message with resident on 1/to let them know where we are at with getting the final repair on the tub scheduledWe estimate that both roof and plumbing repairs will be completed by the end of the week next week (Feb 3, 2017) Any further questions or concerns can be directed to me, [redacted] I have spoken with the resident, as has their property manager, [redacted] , almost daily since the complaint was madeSincerely, [redacted]

Complaint: ***I am rejecting this response because: A) the refrigerator has been an issue since I moved in on June and was just resolved (by the way? It doesn't fit because your electric system is not rightSee next)B) The home is not up to city and or safety codes! The septic has been an issue for two months; with raw sewage backing up into my bathtubC) The plumbing has not been worked on at allI was told not to deficate in my own home for over three weeks now "because the pipes aren't right"Do you know what an inconvenience it is not to be able to use your own bathroom?? D) There has NOT been 'constant' communicationThe previous *** *** *** *** lied to not only me, but also lied about his contact with Inspector *** with *** CodesHe was never in contact with the *** Codes DepartmentAlso, having that individual tell me in a recorded conversation that "nothing would be good enough for me because I'm a woman" is unacceptableThis is a disgrace, and I have never experienced such sophomoric behavior from a company like thisI will seek legal action if the home is not brought up to codes and I can once again use my restroom to the fullestI also will be calling the news ASAP to bring attention to your slumlord rental tactics if these issues are not resolved.P.SQuit trying to bully single females because you think you can get away with itYou've tried the wrong one
Regards,
*** ***

Good afternoon,We want to make sure all our residents are well taken care ofIn this situation, there is an HOA in this neighborhood and each resident is responsible for maintaining the landscaping, including and not limited to sod, mowing, edging, and any other landscape need to keep up with the
standards of that HOAIn order to maintain good faith with you, we will waive the $as a one time courtesyAny future charges for landscaping, per your lease, due to your failure to keep up with the landscaping, will be your responsibility. As far as the AC concerns and issues that took time to resolve, there is nothing we can do to go back and change that inconvenience, although I do understand your frustrations about this maintenance issueWe work as hard as we can to get issues resolved as quickly as possible, but being that we are the management company and not the owner of the home, there can be some delays with different repairsWe are sorry for any inconvenience this may have caused you. If you have any other questions or concerns, please contact our office at ###-###-####. Sincerely,JWB Property Management

Complaint: ***
I am rejecting this response because:Unfortunately the company has chosen yet again to be dishonestIn their response they stated "
We
asked the applicant if they would still rent the home without lawn care
and rightfully so they were not willing to do so We then went back to
the *** to tell the *** that a mistake was made and that the
applicant would only rent with lawn care provided The *** then
agreed to do this roughly a week before the leasing signing date."This statement is entirely untrueOur lease signing date was set as 11/16/I have written documentation to prove this factJWB notified us of the *** agreeing to provide lawn care two days after the scheduled lease signing dateI have a voicemail message saved and dated 11/18/at 9:amIt states "good morning I'm calling with JWB rental homesI spoke with you some time last weekWe have reached out to the *** of this property and based on the situation we are more than happy to provide the lawn careSo that will be taken care of." It is clear from this message that this is our first notification of you deciding to honor the advertisement on ***This was two days after the lease signing and modateBy this point it was too late for us to sign the lease and move in.Based upon this, JWB should honor their statement made during their initial response to our Revdex.com claimThey stated "if
the *** had not agreed to do the lawn care then we would have felt
that the error was completely ours and the deposit would have been
refundable if the applicant did not want to move forward We feel that
we followed through with our obligation by honoring the property the way
it was advertised with the provided lawn care." JWB is correct that the error was theirs and we did not wish to move forwardAt the time of the modate and lease signing we had not been notified that the *** was willing to provide lawn careAt the time of the lease signing, we were still under the impression that we had to either walk away from the home or forego the lawn care as falsely advertisedTherefore the deposit should have been refundable as they stated in their response to Revdex.com.I have attached the supporting documents that I have referred to in this response
Regards,
*** ***

Company's response below:Hello Ms***,I responded online to Ms*** request. I also researched her situation and it looks like there have been multiple attempts to correct this issue but gaining access to her home is the current hold up to correcting her issue. We reached out to her
again today to gain access and I asked in the review for her to contact the office immediately. The *** is prepared for a rather large expense to replace a failed drain line that is causing Ms***’ issues. We just need to get into the home and run a camera down her drain line to determine the next action.Thank you for following up on this case and any assistance that you can offer by forwarded this message to Ms*** would be greatly appreciated.Thank you,*** *** *** ***JWB *** *** ***

Ms***, From or notes and understanding from the vendors we are working with, you do have plumbing working in your homeThis specific issue was noted and brought to our attention on 3/21/It was sent to the first plumber on 3/21/It was scheduled for the same day serviceOn
3/23, the issue arose againOn 3/23, work order was reopenedPlumber responded again on 3/to fix the issueYou called back again and said JEA was servicing the issue because it was partly a JEA issue with the city plumbingJEA ended up not finding the problem and we resent the plumberOn 3/30, plumber came out to the home againThis is when we determined a larger issue with the roots in the lineThe kitchen sink was draining slowly, washing machine line backing up, etcOur vendors have stated there are roots in the line of the plumbing, and we have one quote from one vendor and we are working on getting a second quote from a second vendor because the repair is costlyAs of right now, our vendors have indicated that your plumbing can be used and the repair is only going to enhance and prevent further issuesThe second quote from the second vendor should be received by end of day Monday April 9th, so that we can move forward after getting approval from the property ownerWe are calling the second vendor now to find out if they can get us a quote sooner than April 9th, in which case we will do our best to expedite owner approval on this repair. From our notes, Taylor, the property manager, has left you several messagesYou also spoke to two folks in the office today in regards to follow up with this issue.If there is anything we can do to ease this frustration as we work to complete the necessary repair, please let us know by calling the office at ###-###-####.Sincerely,JWB Property Management

Good morning,At JWB we firmly follow correct policies regarding deposits and disputes of fundsIn order to dispute a claim on your security deposit per Florida statute, the dispute must be submitted in writing within days of receipt of the intent to claim certified letter to your property
managerPlease contact our office at ###-###-#### to find out if you are within this time frame to dispute the claim on your deposit. Sincerely,JWB Property Management***

Good morning,Thank you for bringing this concern to our attentionWe work hard to legally and professionally handle all issues with balances due and monies owed, and we are willing to make arrangements with any resident who needs them to avoid financial burden or harm to residents past and present
If you would like to discuss your balance owed or any terms of your account, as well as the status of the account being in collections, please call our office at ###-###-#### and we are happy to see what we can do to help you. Sincerely, JWB Property Managemnent###-###-####

Good afternoon, I am sorry to hear of some of the unfortunate events since you moved into the homeWe appreciate your concerns and we will call you directly to discuss the details of your situationWe will be happy to reimburse you for the $concrete cost you incurred, and your property
manager will make sure to communicate with you on this furtherAs always, we strive for excellent customer service and value you as one of our residents.Sincerely, *** ***Manager of Property Management

Good afternoon,We want to make sure all our residents are well taken care ofIn this situation, there is an HOA in this neighborhood and each resident is responsible for maintaining the landscaping, including and not limited to sod, mowing, edging, and any other landscape need to keep up with the
standards of that HOAIn order to maintain good faith with you, we will waive the $as a one time courtesyAny future charges for landscaping, per your lease, due to your failure to keep up with the landscaping, will be your responsibility. As far as the AC concerns and issues that took time to resolve, there is nothing we can do to go back and change that inconvenience, although I do understand your frustrations about this maintenance issueWe work as hard as we can to get issues resolved as quickly as possible, but being that we are the management company and not the owner of the home, there can be some delays with different repairsWe are sorry for any inconvenience this may have caused you. If you have any other questions or concerns, please contact our office at ###-###-####. Sincerely,JWB Property Management

Hello,We feel very sorry for the inconvenience that this plumbing problem caused to the Balwin family Unfortunately, this particular issue was behind a wall and behind cabinets so it involved two separate vendors to go in order first removing cabinets, then going into the wall to fix the
plumbing, fixing the wall, installing the cabinets, and lastly hooking up the sink.We lost a day in the process due to a vendor canceling on us in the afternoon Wednesday which would have been the vendor that would re-install the cabinets and also hook up the sink We were able to get this vendor to come up first thing Thursday morning to complete the project These types of vendor scheduling problems occur from time to time and our policy is to make sure we call both additional vendors to substitute in if possible and also call our residents to explain any delays Unfortunately, we were not able to substitute in a different vendor to respond the same day on Wednesday after we found out about cancellation.As far as taking care of our residents, first and foremost is communication We want to make sure that we are calling you as soon as we hear updates We are not able to prorate rents on behalf of an owner because we are not the owners We do understand that without a sink and with the cabinets pulled out its not possible to cook so that's why we offered to buy pizzas on Tuesday night to cover dinner When I spoke with the resident on Wednesday after we heard that our vendor needed to cancel and reschedule for the next morning I offered to buy pizzas again and this was turned down.Please contact our office is there are any lingering issues and we apologize for the inconvenience *** ***JWB Property Management###-###-####

Good morning,At JWB we firmly follow correct policies regarding deposits and disputes of fundsIn order to dispute a claim on your security deposit per Florida statute, the dispute must be submitted in writing within days of receipt of the intent to claim certified letter to your property
managerPlease contact our office at ###-###-#### to find out if you are within this time frame to dispute the claim on your deposit. Sincerely,JWB Property Management***

I am disappointed and sorry to hear of this experience for our resident and know that when you first move into a home, you are not expecting to be dealing with these types of issuesI know that we work very hard to provide excellent follow up and customer service to each of our residents and want
to make sure we are doing everything in our power to resolve issues quickly and efficientlyHere is the information I have about the maintenance concerns mentioned. We begin collecting unpaid rent on the 4th of every monthWe give tenants every opportunity to make their payments before filing an eviction because we know that is a life changing eventUnfortunately, as of today 1/25/2017, we still have not received rent from this resident and have given over and above our grace period for them due to the experiences they have hadIt is important for our residents to know that we work for them, but there is also a legally binding lease document that plays into every decision we have to make on behalf of both tenant and ownerMaintenance Overview: 12/16- tenant moved in 12/19- first work order opened: water leak in master bedroom coming from ceilingSent to Ron Russell RoofingWaited on roof estimate for weekVendor emailed on 12/saying they were unable to reach resident, phone numbers were not workingWe provided an alternate phone number to rooferRoof repair was completed 1/Tenant called back 1/reporting roof still leakingAppointment made with roofer for 1/ 12/22- plumbing work order openedTenant noted there was a pencil sized hole in the bath tub when she moved inVendor reached out and again could not reach resident with phone numbers we providedWe followed up on 1/and provided new contact informationScheduled for 1/No issues foundTenant reported after that there were still issues with a hole in the tubVendor went back out on 1/They fixed the tub and recommended further investigation to see if their repair was going to be permanent We received the Revdex.com complaint on 1/I spoke with resident on 1/Followed up on plumbing and got project manager from our construction deptinvolved to assess the tub and find a solutionOur project manager went to home on 1/Said tub repair was still needed beyond the temporary fix of the plumber previously, and patching of hole will be sufficientLeft message with resident on 1/to let them know where we are at with getting the final repair on the tub scheduled We estimate that both roof and plumbing repairs will be completed by the end of the week next week (Feb 3, 2017). Any further questions or concerns can be directed to me, ***I have spoken with the resident, as has their property manager, ***, almost daily since the complaint was made. Sincerely,*** ***

*** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** ** *** *** ** *** ** *** *** ***
*** *** ***Yes, the matter has been resolved.Thank you,*** ***

Company's response below:Hello Ms***,I responded online to Ms*** request. I also researched her situation and it looks like there have been multiple attempts to correct this issue but gaining access to her home is the current hold up to correcting her issue. We reached out to her
again today to gain access and I asked in the review for her to contact the office immediately. The *** is prepared for a rather large expense to replace a failed drain line that is causing Ms***’ issues. We just need to get into the home and run a camera down her drain line to determine the next action.Thank you for following up on this case and any assistance that you can offer by forwarded this message to Ms*** would be greatly appreciated.Thank you,*** *** *** ***JWB *** *** ***