Kane Realty Corporation

Excessive Charges for Carpet ReplacementThe [redacted] apartment complex, which Kane Realty owns, charged an excessive amount for carpet replacement due to damage at lease termination. The lease ran from 10/21/14 to 10/22/15. It was determined that damages to the living ro carpet couldn't not be repaired or cleaned. I accepted this responsibility. No damage could be shown for the bedroom (a physically separate room), though I was charged to replace the carpet within the bedro in addition. The carpet could be split at the door entrance to the bedroom. The lease does not state damage to one ro results in a full re-carpet to the apartment at tenants expense. Whether the carpet colors match exactly between rooms is not the tenants responsibility and is at the sole discretion of the apartment complex. Desired SettlementRefund for carpet replacement costs charged for the bedroom that was not damaged.Business Response On behalf of Kane Residential, we are saddened that we were unable to 100% satisfy our former resident. Kane takes pride in consistently offering the best customer service to our valued residents. After many phone conversations, in addition to an in person meeting with multiple levels of upper management, we were unable to collectively come to an agreement.When attempted to clean the carpet,after the resident had moved out of the apartment, **, our carpet restoration company, stated that the carpet was too soiled to salvage by treatments/deep cleaning. They suggested we fully replace the carpet in the home of the individual who filled the complaint. Please note, the carpet restoration company is different than the company we use to replace carpet. No parties involved would have benefited from the cost of this replacement.While the carpeted area in the bedroom admittedly showed less damage, than that found in the living room, the urine odor was substantial. This type of unsanitary damage is a health risk and we could not in good faith ask a new resident to move in to their home under these conditions. In addition, the carpet in the home is not laid out in room sections as what was referenced in the complaint, and would have lessened the value of the home if we were to only change the carpet in the living room. There would have been a noticeably different dilate. We fully expect normal wear and tear in our rented homes, however the damage to this particular carpet was beyond reasonable, therefore leaving us unable to move a new resident move in under such conditions without full replacement. The lease in which the individual bringing the complaint signed-states, "PET WASTE - You understand and agree that the presence of pet urine or similar waste in the carpet, flooring or fixtures of the Home shall not, under any circumstances, be considered "normal wear and tear" and shall likely result in the replacement of the carpet, flooring, and affected fixtures in the Home. In such an event, You shall be fully liable for the replacement of said carpet, flooring and fixtures (including installation and labor costs. The replacement value of carpet, flooring and fixtures shall be prorated based on the respective age of the item (s) at the time of replacement as compared to the original expected life of the respective item (s).From [redacted] with[redacted]:Good Afternoon, I wanted to take a minute to write a quick email to make sure you understand issues you will run into with partial carpet replacements. Carpet is manufactured in dye lots which result in slight variations to the color of the carpet. The carpet in manufactured in "runs" and each run has a different dye lot. When we install material we make sure to install the same dye lot throughout a unit. If we install two different dye lots in the same room there will be a noticeable difference and it will look like two different products have been installed. Please let me know if you have any other questions. Thank you, [redacted] Account ManagerCell: ([redacted]) [redacted] Consumer Response As noted in the response there was NOT urine damage in the bedroom and when an in person meeting occurred, claims of damages could NOT be supported. The lease excerpt in the response, also does not include any indication that full recarpet will be required. It is not a customer's responsibility to be of concern for the business' future renting. If this is the case and expectation of the apartment, it should be explicitly stated that carpet cannot be split at doors. It is not a studio, there is a clear definition between rooms and separating door. Leases are very specific, take this as an opportunity to IMPROVE and make the lease explicit in defining the amount of carpet a resident is expected to replace if damages are in a different room. Management take this as an opportunity to evaluate customer service skills, highly inappropriate comments were used by staff and walkthrough with maintenance was not attended as scheduled through the apartments own fault.Also, note- the carpet cleaning company did not attempt cleaning, they reviewed the carpet and said they couldn't do anything. At the very least, an attempt should have been made. Interesting carpet cleaning choice as well, no website or information online about them.Will not rent or be patron of business again.