Lack Family Investments, LP

Tell us why here...We are glad to have the chance to respond to the complaint # [redacted] filed by Mr [redacted] concerning his deposit refund for apt #*** at [redacted] ***The renter has never contacted us directly about any concerns about his security deposit reconciliationWe are always willing to review anyone's concerns anytime during their tenancy and have SOP for suchWe attempt to finalize accounting and charge correctly for any deficiencies on the reconciliationBut we are willing to relook and provide further justification for our actions taken and deposits retainedI am including our onsite managers personal response to these allegations " I DID do a walk thru and DID say that he did a great job BUT that his oven would need some more work, the cabinets needed to wiped out, the ceiling fan would need cleaning, and the top of the cabinets too if he did not clean themSince we can't predict how much time it takes to do the work and we never tell a tenant how much they will get back I told him that I could not tell him how much he would be charged for any cleaning that the cleaning lady would have to do and we would be billed for her time It would then deduct from his security deposit and we would return the remainderHe was charged for a light cleaning consisting of ceiling fans (2), shower doors, washer/dryer, toilet, tub, kitchen cabinets inside/outside, under microwave, oven/stove, closet tracks sticky, mirrors, ac filter area I think her charge of $is very reasonable." In conclusion, our investigation and review with our onsite manager, cleaning personal, and supervisors we have concluded that not only were a few items left 'unclean', but renter was advised and Mr [redacted] was charged a legitimate, fair and just amount for theses deficiencies

Tell us why here...We are glad to have the chance to respond to the complaint #*** filed by Mr *** concerning his deposit refund for apt #*** at *** ** *** ***The renter has never contacted us directly about any concerns about his security deposit reconciliationWe are always
willing to review anyone's concerns anytime during their tenancy and have SOP for suchWe attempt to finalize accounting and charge correctly for any deficiencies on the reconciliationBut we are willing to relook and provide further justification for our actions taken and deposits retainedI am including our onsite managers personal response to these allegations" I DID do a walk thru and DID say that he did a great job BUT that his oven would need some more work, the cabinets needed to wiped out, the ceiling fan would need cleaning, and the top of the cabinets too if he did not clean themSince we can't predict how much time it takes to do the work and we never tell a tenant how much they will get back I told him that I could not tell him how much he would be charged for any cleaning that the cleaning lady would have to do and we would be billed for her time. It would then deduct from his security deposit and we would return the remainder.He was charged for a light cleaning consisting of ceiling fans (2), shower doors, washer/dryer, toilet, tub, kitchen cabinets inside/outside, under microwave, oven/stove, closet tracks sticky, mirrors, ac filter area. I think her charge of $is very reasonable."In conclusion, our investigation and review with our onsite manager, cleaning personal, and supervisors we have concluded that not only were a few items left 'unclean', but renter was advised and Mr *** was charged a legitimate, fair and just amount for theses deficiencies

Tell us why here...We are glad to have the chance to respond to the complaint #[redacted] filed by Mr [redacted] concerning his deposit refund for apt #[redacted]...

at [redacted]. The renter has never contacted us directly about any concerns about his security deposit reconciliation. We are always willing to review anyone's concerns anytime during their tenancy and have SOP for such. We attempt to finalize accounting and charge correctly for any deficiencies on the reconciliation. But we are willing to relook and provide further justification for our actions taken and deposits retained. I am including our onsite managers personal response to these allegations
" I DID do a walk thru and DID say that he did a great job BUT that his oven would need some more work, the cabinets needed to wiped out, the ceiling fan would need cleaning, and the top of the cabinets too if he did not clean them. Since we can't predict how much time it takes to do the work and we never tell a tenant how much they will get back I told him that I could not tell him how much he would be charged for any cleaning that the cleaning lady would have to do and we would be billed for her time.  It would then deduct from his security deposit and we would return the remainder.
He was charged for a light cleaning consisting of ceiling fans (2), shower doors, washer/dryer, toilet, tub, kitchen cabinets inside/outside, under microwave, oven/stove, closet tracks sticky, mirrors, ac filter area.  I think her charge of $65 is very reasonable."
In conclusion, our investigation and review with our onsite manager, cleaning personal, and supervisors we have concluded that not only were a few items left 'unclean', but renter was advised and Mr [redacted] was charged a legitimate, fair and just amount for theses deficiencies

Review: My residency at [redacted] apartment complex ended March 20, 2016. The onsite manage conducted a walk through with me at 5:00pm. She stated during the walk through that "I did a beautiful job" cleaning the apartment and indicated I would not be charged for any further cleaning other than the carpet cleaning in the amount of $55.00. I received my refund on 4/2 via US mail and noticed I was charged $65 in cleaning fees in addition to the expected $55 carpet cleaning.Desired Settlement: Simply send me a check for $65.00. You are required to notify a tenant of any deductions in their refund during the move-out inspection. The only fee I was told I would be charged was $55.00 for carpet cleaning. Please do the right thing and send me a check.

Business

Response:

Tell us why here...We are glad to have the chance to respond to the complaint #[redacted] filed by Mr [redacted] concerning his deposit refund for apt #[redacted] at [redacted]. The renter has never contacted us directly about any concerns about his security deposit reconciliation. We are always willing to review anyone's concerns anytime during their tenancy and have SOP for such. We attempt to finalize accounting and charge correctly for any deficiencies on the reconciliation. But we are willing to relook and provide further justification for our actions taken and deposits retained. I am including our onsite managers personal response to these allegations

Review: We were charged $200 for cleaning supplies and $500 for carpet replacement. The carpets looked fine to me other than normal wear and tear and according to the California tenants right act:2. Carpets and drapes - "useful life" rule Normal wear and tear to carpets, drapes and other furnishings cannot be charged against a tenant's security deposit.243 Normal wear and tear includes simple wearing down of carpet and drapes because of normal use or aging, and includes moderate dirt or spotting. In contrast, large rips or indelible stains justify a deduction from the tenant's security deposit for repairing the carpet or drapes, or replacing them if that is reasonably necessary. An email was sent to the oaks with the following requested info: Do you have any pictures or documentation showing that the carpet was not salvageable? Also, I spent 12 hours cleaning and making sure the apartment appeared the same as when we moved in. The reconciliation paper states $200 was spent on cleaning, so does this mean cleaning took 10 hours? I do not feel that I should be responsible for this amount due to: 1. Costs of cleaning. A landlord may properly deduct from the departing tenant's security deposit to make the rental unit as clean as it was when the tenant moved in.241 In closing, I am requesting an additional refund of $240.00 or a response by 5/27/13. If not, I will seek alternative measures. In response, I received a copy of the check in-check out inspection form when we first moved in, a cleaning list check off from when we vacated it, and a statement as to why they would not be refunding me the amount requested. The cleaning list states there was "hair color in the drawers and cabinets in the bathroom" the bathrooms do not even have drawers. There are medicine cabinets but this is listed as a separate item containing "red marks". This also states the carpet needed to be replaced due to "a large bleach spot". I never bleached that carpet. I requested proof but did not get.

Desired Settlement: DesiredSettlementID: Refund

I requested an additional $240.00 to the $260.00 amount I received of my security deposit.

Business

Response:

Business' Initial Response

The notice we received from you dated June 25, 2013 has been the only notice that was received in our office on this matter but we are happy to respond to this request for verification of our position.

Our standard process regarding disputes of security deposit reconciliation is handled in the following manner. After mailing out the security deposit reconciliation and their remaining security deposit to the tenant, if we receive a call disputing the charges we ask the tenant to put their reasons for disputing the charges in writing and we are happy to review their file, which we did for Ms. [redacted]. We responded to Ms. [redacted] on May 23, 2013 with a detailed package, which we have included for your review, giving her invoices and reasons to support the security deposit refunded to her on May 10, 2013.

The $200 cleaning fees we were charged for returning the unit to a rent ready status are the tenant's responsibility. She may have spent 12 hours cleaning but it was not to a rent-ready state when she turned her keys in and required many hours to return it to that state. Ms. [redacted] stated that the unit was in the same condition upon move-in as it was upon move-out, though her move-in form states there were only two items not in good condition upon her move-in: a shelf that was damaged and a chip in the kitchen linoleum.

The replacement of the carpet was necessary due to the tenant using some type of cleaning agent that stripped the color form the carpet in a very large are of the dining room and entry into the kitchen. The carpet was damaged in an area and such an expansive space that it would not allow for a patch to be applied so replacement was necessary.

Please see attachments for full break down of charges.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I did not, nor anyone else who occupied the premises, use any type of cleaning detergent on the carpet. The carpet, other than normal wear and tear was in good standing upon vacating the apartment. I am suppose to trust a cleaning crew hired by the company in charge of giving me my security deposit? This is unfair. I have someone who viewed the apartment on my side, saying it was in great condition. Dies their opinion matter? The apartment manager even did a walk through and said "everything looked good". I am not satisfied and am still seeking the additional $240.00

Business' Final Response

We gladly reviewed the file for Ms. [redacted] when she originally disputed the charges and provided our consultations with profesionals, reasons and invoices for the charges. The carpet was new upon her move in and upon move out the Manager told her the carpet was a concern and that professionals would need to be consulted. We do not take money arbitrarily and do deposits with care. We are always willing to review and offer further justification for the actions taken, which we have done. This is a case where the renter is not taking responsibility for the damages that occured, not necessarily on purpose, during their residency.