Kenton Restaurants Inc.

I am in receipt of the complaint that was received as indicated below I have attached for your review an email that was sent to us yesterday by *** *** requesting documents to back his security deposit refund I told him that I would be glad to send him copies of all
invoices, pictures and a copy of his lease You will also find an email that I sent to Mr*** this morning showing five attachments which included all the documents that he requested along with his lease Our policy is that all disputes concerning security deposits must be in writing so that we can respond back in writing documenting why the charges were placed against the security deposit Mr*** was never told that he could not receive the documentation I assured him myself on the phone yesterday that he would receive an email from us today with all the documents requested As I tried to explain more to Mr*** our policy he started to curse at me and I explained to him that I would not be talked to that way and he again would receive the documents the next day He proceed to use language with me and hung up the phone without me explaining the entire process to him I did explain to him in the email this morning that all disputes would need to be in writing with us responding in writing as to why the charges have been charged against the deposit With his complaint regarding the unit and work being done during the lease, none of this was discussed in the phone conversation yesterday Regarding the extra deposit in lieu of Guarantor it is explained to the tenants that if they do not qualify and cannot obtain a qualifying guarantor then an additional deposit can be made and held for the entire time of the lease Should the damages not exceed the first initial deposit then a full refund would be made Should damages exceed that first deposit then we use the additional deposit to be made towards the damages. In this case damages did exceed both deposits with money still being owed. Should you need any further information please let me know Thanking you in advance, ***

I am happy to report the apartment complex is supposed to be replacing the stove today, which absolutely was a fire hazardI don't accept the statement that it wasn't; any stove with a burner that stays hot and won't turn off poses a safety threatThe mold on the ceiling, garbage disposal, and tub drains have been repaired.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

From: *** *** *** Sent: Thursday, September 21, 10:AMTo: InfoSubject: Complaint ID ***I have attached a copy of the email correspondence that I have had with the owner concerning his property and rent not being paid It wasexplained to the owner
over the phone on August 29th that the tenant had not paid rent The tenant wanted out of her lease and the only way out of alease is to do a re-rental with our office for Townside to get the unit back on the rental market It was explained to the tenant that she was stillresponsible for all rent and utilities until the unit was rented You will see by the email attached on August 30th I received an email from the owner asking several questions I responded that day and the answers to his questions are in red One of the biggest things the owner has questioned and also asking in the Revdex.com Complaint attached concerns the security deposit.I have also attached a copy of the statue that we are not able to use thesecurity deposit for unpaid rent The security deposit by law has toremain the account until the lease comes to an end At this time we have had several phone calls with the owner explaining the process and that the next step would be to go to court and file for possession of the unit and set aside judgement over to process the deposit and take care of any damageto the unit Should any money be left from the deposit at that time we could release the remaining funds as unpaid rent Through theconversations with the owner he is willing to end the lease if the tenant would pay the two months' rent of August and September at that time we could then release the tenant and process her deposit as and then refund to her any remaining balance I have contacted the tenant and she has hiredan attorney and we are waiting for a letter of representation from him to discuss the proposal Townside does not have a problem with releasing the deposit to the owner as we have explained that he cannot just use that deposit he would have to show how the deposit was used The owner at this time has asked that we reach out to the tenant and hold the deposit to see if she will pay the two months' rent When I reached out to her on Tuesday the 19th to discuss the options she then told me I would have to speak with her attorney At this time Townside has followed through with the owner and at his request holding the deposit until we hear from her attorney.Once all is discussed with the tenants attorney we will notify the owner to see at that time if he wants us to handle the legal process for him or return the deposit to him and end management of the unit and have him handle the legal process. Should you need any other information from me please do not hesitate to telephone or respond to this emailThanking you in advance, ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My primary concern was with the way I was treated and subsequently ignored while attempting to resolve an issue (unrelated to the flooring issue)As stated in my original complaint, "After filing a prior complaint with this company, I was called by management and we attempted to resolve the issue, with the promise that I would soon hear back from themAfter three weeks of me calling twice weekly, I was finally answered, assured I was "at the top of the list" and would hear back soonIt has now been another two weeks, and though I have tried every method of communication short of carrier pigeon, I am still unable to get into contact with anyone willing to help me." I have been ignored for months nowThe person who originally responded to my request, who has now been screening my calls, is ** ***We were discussing the fostering policy in regards to how I can be compliant with both Townside and Piedmont and still be able to help our community and reduce the euthanasia of shelter animals
Regards,
*** ***

Sent From To Subject Tue 9:AM *** *** *** ***' RE: You have a new message from the Roanoke Revdex.com Complaint ID: *** Dear Revdex.com,
In response to your Revdex.com complaint #*** for *** ** *** *** *** *** *** **, we have verified the security
deposit
check in the amount of $has not cleared our bank. The Bookkeeper
did a stop payment today and has re-issued the check. It will be
held in our office until the Ms*** sends someone by to pick it up
We still have not received a return mailing on her check;
however, we did receive Mr***. His representative picked up the
check which had the envelope that stated it was an insufficient address.
We used the address that they provided on both security deposit refund
checks. Our policy regarding the return of security deposits is outlined
in our Standard Vacating Checklist which is a part of the lease
Again, the re-issued check for Ms*** will remain in our
office until it is picked up

Mrs***,This email is pursuant to our telephone conversation a few minutes ago regarding the complaint at *** * *** *** I again would like to apologize for the way that you and your daughter was talked to over the phone with the emergency call As stated on the phone there are
things that we do ask for the tenants to try on after hour's calls for nights and weekends I have spoken with your daughter to let her know the things that were taking place at the unit today *** was aware of work being done as she was leaving for class when the contractors showed up at the unit I do apologize for the disconnect between our office, the general contractors andthe residents at the unit In the future as I told you on the phone if the young ladies call in a work order and it has not been addressed in two days to please give the office a call back so that we can get on top of the situation this does not in no means on an emergency situation At this time as we discussed over the phone the stove has been looked at it is not a fire hazard and can be replaced With the age of the stove and the cost to repair we have contacted the owner and have received permission to have a new stove installed and that will take place on Monday August 29, The bathroom repair and garbage disposal has been fixed today and that contractor looked at the source of the stain on the celling There was a place on the roof around the chimney and the contractor has been on the roof and fixed that to avoid future leaks from the rain With the amount of rain that we have had in the last two weeks it did cause for the spot to grow The contractor has used the solution that was needed to spray that spot and let it dry while fixing the roof After fixing the roof he then proceeded to kilz and paint the spot on the celling Again I do apologize on behalf of Townside for the conversation over the phone and will speak with that employee when returning the office on Monday Please in the future contact the office for work that is needed and if there is ever an issue feel free to ask for me As discussed on the phone after receiving this email if you can please respond to all that we have talked Thanking you again for the phone call today and that all has worked out at this time and matters are resolved Have a nice weekend, *** ** ***Assistant Property Manager of RentalsTownside Property Management*** *** *** *** ***, ** ***###-###-####

I am responding to the complaint number above referencing the $check that we had held in escrow for a new management I have attached email correspondence showing where I told them that the refund would be completed after owners statements were completed the first week in August.This was
also explained to *** *** over the phone of how the refundwould work With this being our busy time of the year owner statementswould be processed the first week of August as they were to receive thoseJuly 25th originally *** was told that when owner's statement werecompleted that first week of August then his refund would be ready around the second week of August We have met this obligation and I have called *** this morning to let him know that the check is available at our frontoffice for pick up as they had requested Thanking you in advance, ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This has been an ongoing complaint with the initial complaint filed with your company back 10-8- Our maintenance coordinator has been working with the company who initially damaged the floor This was not something that could be fixed over night as the Insurance company had to get involved
The floor was new when these tenants moved into the unit and the company that installed the flooring had to be contacted to look at the floor to see how to better fix the flooring The tenants have been aware of each time that someone would be in the unit and also that this was an insurance claim and that those take longer We advise all of our tenants that if they have pets to keep them crated or in a room while contractors are in and out of the units as the contractors do not take responsibility of having to track pets The day that this happened our maintenance coordinator arrived at the unit first The statement was made while leaving that to please leave the doors shut as they have pets Our maintenance coordinator never saw a cat at the door tying to get out or even with the tenant while coming in if they had to stop the cat I do apologize that the door was not shut and we have asked the contractor when he goes the end of the month to fix the floor to make sure and keep the door shut behind him The tenants were called over a week ago to let them know that the contactor would be in the unit starting the 21st to fix the floor and he scheduled that day as to not be an inconvenience to the residents as they will be out of town for break, is our understanding I hope that this matter has been resolved Have a nice day, ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.? I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
[redacted]

Please find attached the information showing that we had already answered the letter disputing the charges that was charged against the securitydeposit? I will also send to you a copy of the pictures that was taken ofthe unit the day after the lease ended showing the condition of the unit and
why the charges they have disputed were charged against the deposit and why those charges still stand? We also attached a copy of the condition report that the residents turned into the office and the things they were chargedwith is not reflected on that report? At this time we have the appropriatepaper work and pictures for the amount that is requested to be refunded to remain as a charge on the account? Should you need further information please do not hesitate to email or telephone the office? Again I will be sending another email with the pictures of the unit the file was too large to send with this email? Thanking you in advance for your attention to this matter? ***?

This email is in response to the complaint filed with your office on June 2, ? Mrs*** was shown a unit on April and indicated that she wanted to rent this unit from our office? At the time of the showing Mrs*** was informed of our qualifications to rent with Townside
? Those qualifications are as follows, they must make three times the full monthly rent and pass a credit check of or higher? Should they not meet those qualifications they are required to have a guarantor and that person is to pass a credit check of or higher? The lease was typed on April 28th and signed on May 5, 2016, Mrs*** credit was run on April 6th and with not meeting our credit requirements she was informed that she will need a guarantor? ? Mrs*** provided a guarantor and the form was completed on May 20th and sent back to us to run credit? The credit was run on May 26th and that guarantor also did not meet our qualifications? ? Mrs*** was contacted that she needed to obtain another guarantor and she indicated that she had no one else? At this time we did have a signed binding lease and Mrs*** wanted to then get out of her lease? Our policy is if you want to break a lease they will need to do a re-rental form for Townside to put the unit back on the market and tenant is responsible for all rent and utilities until rented? After discussing with the owner that qualifications could not be met that Townside would be voiding the lease and returning the deposit of $back to Mrs***? This was in the best interest of our owner and everything was explained to the owner? I spoke with Mrs*** on June 2, around 4pm to let her know that since we were not able to qualifier her that we would return her deposit? The application fee would be held as we had to run credit on both Mrs*** and her guarantor and that application fee would cover those charges? Mrs*** requested that as soon as the check was available she would like to pick that up in the office.Please let me know if you have any questions or if you need any further information? Thanking you in advance, ***?