Klos Real Estate Services, Inc.

Initial Business Response /* (1000, 6, 2015/10/16) */
*** *** *** *** was disheartened to hear our tenant feels we've in some way contributed to living conditions deemed uninhabitableAs a licensed brokerage in good standing for over years in the Metropolitan Denver community, we
appreciate the opportunity to address her complaint
In fact, our documentation supports the fact that we've aggressively tried to remedy a pre-existing situation since we took over management duties of the apartment - part of a Condominium Complex earlier this year
Our tenant first made us aware of water leaking in the shower from the unit above her on 6/19/She mentioned that this had been an ongoing/escalating issue that had never been addressed by the previous management company
As we explained to our tenant at the time, we do not manage the unit from where the leak was stemming and had no legal right nor capacity to address the issueWe would have to address it through the Home Owner's Association (HOA)
We contacted the HOA @ 1:PM on 6/19/to notify the owner of the unitWe followed up again on 6/20/@ 10:AM and 6/22/@ 11:AM and were assured us they had addressed the issue with the owner of the unit in question
We made our tenant aware of our efforts and asked that she notify us if/when the issue was addressedWe also sent our maintenance team to her unit to address what she had described as a mold issue in her boiler room
On August 24th, we were informed that the leak had either not been addressed or was starting again - we immediately contacted the HOA and contacted them again 8/when we hadn't recieved confrimation that it was being addressedAt that time, in order to expedite the process, they agreed to provide us with the owner's contact information
We contacted the owner and they sent out their plumber to address the issueAccording to the plumber, our tenant was uncooperative and missed scheduled appointmentsAs they needed to access our tenant's unit in order to ascertain and address the damage we provided a lock box with accompanying keys as a matter of accessability by a licensed contractor in order to expedite remediation
At some point during this process, our tenant contacted the Denver Department of Enviromental HealthWe were in contact with a representative with the City of Denver and provided them with updates and an overview of the situation
On October 7th, we met with Denver Health and our tenant at the unit to assess the finished workIt was determined there were still a few unseen water issues behind the newly replaced drywall that needed to be addressed, however the progress was deemed appropriateIn addition, he determined that there were no existing mold issuesAt no point did the Department of Health, nor did anyone involved, determine or imply that there was a potential fire hazard
We immediately addressed the issue with the owner of the unit above our tenant and have coordinated to have the noted issues addressed
In summation, not only do we empathize with our tenant, we've done everything within our power to address the situation as expeditiously as possible
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to get KLOS to address the above mentioned issues with resistance from them since April When I call their office they seem bothered by my calls and concernsMy initial call to the city was April and now here 10/27/we are still in the same place with minimal changesThe city notified me the ball was dropped in April (as he did speak to *** directly)upon my 2nd call to them in JuneNow almost November (in days) and we are still have a leak and a structural issueI am also very concerned with the fact that KLOS is denying knowledge of the city's help as they have spoke to them directly from the start (and why are they calling them Denver Health?)
KLOS has repeatedly told me the only option for them was to threaten legal action against the above owner of which they still have yet to doKLOS has not sent in the restoration service the city suggested, the above unit plumbers are still just doing cosmetic fixes, and as of yesterday 10/26/they have found ANOTHER leak as well as broken the lock on my front door
I have never NOT been available for any of the workers which is why I was surprised (and concerned) when he placed a lock boxThis has been confirmed with the city as well, he too was surprised as to why the lock box was neededUpon contacting him to see if this was the process, he denied suchI fortunately have the plumbers phone number and upon calling him to see why he would say I have been unavailable to him, was told he was in Europe and no repairs would be made until his returnAt which time KLOS was continuously telling me they were comingKLOS has been using the excuse that is up to the HOA and the other unit owners responsibility to correct this issue
They(KLOS) has made it seem as though they are working with me and are not, hence the call into the cityThey try to make it seem as though they are trying to make repairs but I am constantly calling to follow upI have had to call in the city now times to help with the start of any repairsI am consistently told by KLOS they are addressing issues or they have been completed/corrected which they have notIn the interim me and my children have to live with the smells, the wet carpets, drips from above and etcKLOS has missed several scheduled appointments with myselfThey just don't show up, without the courtesy of even a call or notification and that is what would consider "cooperative" I had missed over hours of work in September due to such!
Then *** (KLOS) calls me and tells me he is placing a lock box for strangers to enter?
KLOS tells me the HOA and the other owner has stated it has been corrected several times and it had not even ever been addressed so why would you not want them supervised, why can they have access to my unit when KLOS says it is against the law to enter the above unit, why would you place my family safety at risk?
All of this has prompted me to send the owner of my unit a certified letter notifying them of the situation as I am sure they are unaware of the situation at handKLOS is promising to provide a service for my owners they clearly are not providing, so per a suggestion from the city I sent the letter
So as you probably can tell, I am very frustrated and only trying to do what I can to correct the issue as KLOS will notWith MY persistence and diligence KLOS has done what they have to save faceAfter encountering so many roadblocks, I decided to check their reviews onlineI was so taken aback by what I saw! Then I realized this is a normality for KLOSI have been a resident in my unit for almost years and I have not experienced this kind of resistance priorYes, I have had previous issues but they have always been addressedJust to reiterate the city DID recognize the mold, notified KLOS of the many interior walls that are at 100% moisture (which they claimed were corrected), suggested a restoration company KLOS chose not use as well as they did not pursue any restorative actions prior to me contacting the city of Denver which I felt was MY last resortI feel as though had I not contacted the city we would not have made the progress that we have madeI also am very disappointed in KLOS pretending to have no knowledge of the city's presenceThey have spoke to each other! *** *** is aware it is NOT Denver HealthHe is aware he is from the city of Denver, and had he done what was required of him, we would not be in this situation nowI should not have had to contact the city for the 2nd or 3rd timeThese issues should have been addressed since *** was providing the city with information that he was making repairsI will be more than happy to provide contact info for my city case worker if need be as he does have the majority of the information as well
Thank you
Final Consumer Response /* (4200, 12, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I do agree that we are moving in the right direction in regards to the issues finally being addressedMy concern is that KLOS never once tried to rectify the issue UNTIL I contacted the cityEverytime I have contacted the office of KLOS I have been met with resistanceI am a single mother who fixes all the issues in the unit unless I cannotI was told several times by KLOS that there was no issue, no black mold (per Kathy at KLOS: Denver residents DO NOT get black mold), no leaks and no follow up had ever been done prior to me contacting the city of DenverThere was never a concern for myself or my familyThe ONE time KLOS sent out a plumber to look into a back up (which ended up being a main line clog where he had to use a snake down to feet)only happened when KLOS' maintenance implied that I was the culprit of the problem.(after they removed the carpet lining which still has not been replaced) I have been a resident here for 3years and KLOS has been over management since May of I just need to know I can count on them to correct maintenance issues in a timely fashion as it is their responsibility to fix these issues on behalf of the owner vstrying to make me feel as though there is no issues to deal with (which there clearly is) and that I/nor the correction of the issues are of any importance to themAs for the offer to move with no penalty: why when the only thing I have done is live with the leak, the mold and the floods for almost this entire year as well as pay rent and be available for all the numerous times they have SAID they were sending someone out and did not
I would appreciate if KLOS was responsible for their actions
Final Business Response /* (4000, 16, 2015/12/17) */
As mentioned, we've done everything within our power to resolve this issue as expeditiously as possibleThe issue in question was inconvenient for our tenant - but at no time did it compromise her safetyAgain, the problems did not stem from a unit that we manage, which handcuffed our ability to act fasterHowever, we're confident that we've done all we can to expedite the processWe also feel we've been empathetic and understanding of our tenant's inconvenience