JWB Property Management, LLC.

Ms***,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###-###-####***

[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 me I still would like for someone to come check my AC as well
Regards,
*** ***

Good morning,We are happy to provide you a copy of your ledger from your rental with usPlease contact our office with your best email contact so that we can send you your account history right awayOur office number is ###-###-####.Sincerely,JWB Property Management###-###-####

Hello,Ms*** has been in constant communication with our office concerning her issues with the home she is renting We threatened the owner that the request have to be solved or else he was in violation of his property management agreement with our company The owner has moved
forward to resolve many of the items in the complaint The plumbing issue has been worked on for the past two weeks New plumbing has been laid between the house and the septic system The last component that is still pending is the electrician hooking up the new pump This has been scheduled and should be done any day now.Another issue is the fridge We have asked the owner to buy a new fridge and he said he can't till next month We have decided to buy a fridge out of our own funds just to help Ms*** and then we will try and collect next month from the owner This is above and beyond our responsibility but we know this has been aggravating for Ms*** This has already happened and the new fridge has been delivered.Please contact me directly on any further actions needed to resolve this issue My cell phone is ***.Thank you,*** ***JWB Property Management***

[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: ***
I am rejecting this response because:
Regards,
*** ***

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###-###-####

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

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###-###-####

Ms***,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###-###-####***

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 *** was listed incorrectly stating that lawn care was included? The *** 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 *** 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? 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 *** 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 *** or call me at ***.Thank you,*** ***JWB Property Management

Good morning,? *** should be reaching out to you directly to address this issueNormally when a current resident requests a rental verification, it raises a red flag that someone might be breaking their lease*** said she has been in touch with you over the last week to provide you a
copy of your lease, as well as any other documentation you needPlease let her know exactly what you need her to provide and she will be happy to help.? Sincerely,JWB Property Management?

Good afternoon, I am sorry to hear of some of the unfortunate events since you moved into the home. We appreciate your concerns and we will call you directly to discuss the details of your situation. We will be happy to reimburse you for the $40 concrete cost you incurred, and your property...

manager will make sure to communicate with you on this further. As always, we strive for excellent customer service and value you as one of our residents.Sincerely, [redacted]Manager of Property Management

[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 resolution is satisfactory to me.   I still would like for someone to come check my AC as well
Regards,
[redacted]

Ms. [redacted], From or notes and understanding from the vendors we are working with, you do have plumbing working in your home. This specific issue was noted and brought to our attention on 3/21/2018. It was sent to the first plumber on 3/21/2018. It was scheduled for the same day service. On...

3/23, the issue arose again. On 3/23, work order was reopened. Plumber responded again on 3/23 to fix the issue. You called back again and said JEA was servicing the issue because it was partly a JEA issue with the city plumbing. JEA ended up not finding the problem and we resent the plumber. On 3/30, plumber came out to the home again. This is when we determined a larger issue with the roots in the line. The kitchen sink was draining slowly, washing machine line backing up, etc. Our 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 costly. As of right now, our vendors have indicated that your plumbing can be used and the repair is only going to enhance and prevent further issues. The 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 owner. We 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 messages. You 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

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 45 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

Good morning, [redacted] should be reaching out to you directly to address this issue. Normally when a current resident requests a rental verification, it raises a red flag that someone might be breaking their lease. [redacted] said she has been in touch with you over the last week to provide you a...

copy of your lease, as well as any other documentation you need. Please let her know exactly what you need her to provide and she will be happy to help. 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 issues. I 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 efficiently. Here is the information I have about the maintenance concerns mentioned. We begin collecting unpaid rent on the 4th of every month. We give tenants every opportunity to make their payments before  filing an eviction because we know that is a life changing event. Unfortunately, as of today 1/25/2017, we still have not received rent from this resident and have given over and above our normal grace period for them due to the experiences they have had. It 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 owner. Maintenance Overview: 12/16- tenant moved in 12/19- first work order opened: water leak in master bedroom coming from ceiling. Sent to Ron Russell Roofing. Waited on roof estimate for 1 week. Vendor emailed on 12/22 saying they were unable to reach resident, phone numbers were not working. We provided an alternate phone number to roofer. Roof repair was completed 1/20. Tenant called back 1/23 reporting roof still leaking. Appointment made with roofer for 1/26. 12/22- plumbing work order opened. Tenant noted there was a pencil sized hole in the bath tub when she moved in. Vendor reached out and again could not reach resident with phone numbers we provided. We followed up on 1/7 and provided new contact information. Scheduled for 1/8. No issues found. Tenant reported after that there were still issues with a hole in the tub. Vendor went back out on 1/18. 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 1/19. I spoke with resident on 1/19. Followed up on plumbing and got project manager from our construction dept. involved to assess the tub and find a solution. Our project manager went to home on 1/24. Said tub repair was still needed beyond the temporary fix of the plumber previously, and patching of hole will be sufficient. Left message with resident on 1/24 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, [redacted]. I have spoken with the resident, as has their property manager, [redacted], almost daily since the complaint was made. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Unfortunately the company has chosen yet again to be dishonest. In 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 untrue. Our lease signing date was set as 11/16/15. I have written documentation to prove this fact. JWB notified us of the [redacted] agreeing to provide lawn care two days after the scheduled lease signing date. I have a voicemail message saved and dated 11/18/15 at 9:20 am. It states "good morning I'm calling with JWB rental homes. I spoke with you some time last week. We have reached out to the [redacted] of this property and based on the situation we are more than happy to provide the lawn care. So 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 move-in date. By 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 claim. They 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 forward. At the time of the move-in date and lease signing we had not been notified that the [redacted] was willing to provide lawn care. At 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 advertised. Therefore 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]

Good morning,We are happy to provide you a copy of your ledger from your rental with us. Please contact our office with your best email contact so that we can send you your account history right away. Our office number is ###-###-####.Sincerely,JWB Property Management###-###-####

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