Lanai Apartments manager did not refund my security deposit in full. Out of my $1000 security deposit I was only refunded $335. She claims there was an additional 8 hours of cleaning done in a 400 square feet studio, which is impossible. The place was very clean when I left I was hoping to get at least $700 out of my deposit but she conveniently took advantage of circumstances.
Lanai Apartments Response
• Mar 19, 2020
ID ***Dear ***It was troubling to receive this complaint from the Revdex.com. Over the course of 12 years, the Lanai's management team has provided it's residents with unparalleled service. Our good reputation has rewarded us with less then a 2% vacancy rate. The Lanai's fair housing practices and policies are fully transparent and consistent having no hidden fees with all documents in writing. It is important to know the Lanai has taken pride in providing fresh clean apartments since 1963, you might say it is our calling card. The Lanai offers every resident a month to month Lease however, most residents stay a very long time. Our longest residing resident called The Lanai home for forty six years. The Lanai is honest and precise with policies, every new resident understands and signs "Rules and Regulations" and "Residential Rental Agreement" and "Notice of Intent To Vacate" as well as other documents. The contracts clearly state the residents obligations regarding their "Security Deposit":Residential Rental Agreement, page 1. Security Deposit, 1 d."resident has thoroughly cleaned the Premises, appliances, and fixtures. Resident acknowledges that there are specific charges that Owner may charge for cleaning and damages. Those charges are agreed to by Resident and Resident does affirmatively agree to have Owner's agents inspect the Premises prior to move-out. The Owner will be entitled to and may deduct from the security deposit monies due pursuant to the Owner's cleaning charge list and all other reasonable charges to accomplish cleaning or repair from damage to allow the Premises to be re-rented.Notice of Intent to Vacate; item 1. "The rental will be thoroughly cleaned and left in the same condition as it was when rented, normal wear and tear excepted. Any additional cleaning or maintenance requested will be deducted from the security deposit."I assume every tenant would like to receive a full refund, this is why every resident receives a comprehensive set of documents to help with their vacating endeavor, this the Lanai's "Move Out Criteria". See list below and attached.Move out Criteria: Notice of Intent to VacateMove Out Inspection Guide Lanai's Cleaning Guide and Products ListNot Your Normal Wear and TearDumpster and Recycling InformationMove Out Check ListWe suggest scheduling all "Move Out In-Inspections" prior to their move out, this saves the resident additional cleaning services in the event of unforeseen issues. The attention to details and a little effort saves the cost of additionalcleaning services.The Lanai does not require a cleaning deposit, when an apartment has not been "thoroughly cleaned and left in the same condition as it was when rented" the resident has de-facto requested cleaning. The Lanai is left to do it for them. These actions are for the sole purpose of re-renting the apartment. I sent this resident the "Intent To Vacate" notice on December 31, 2019 along with all the other move out criteria documents. The residents official move out date was January 31st, his "Move Out Inspection" was scheduled for January 25th but later he rescheduled the Inspection for January 30th at 10:00 AM. This left him 1 day to remedy any possible issues. I feel it is important to note, the resident had a full 30 days to clean his apartment however, on January 30th, at first glance, it was apparent the apartment was not clean. The resident said to me, he planned to clean the apartment before he left town that afternoon. The apartment needed a deep cleaning, the resident grossly underestimated the time it would take to thoroughly clean his apartment.Based on his rude comments and emails, he is actually demanding a certain amount of his refund back as an entitlement, disregarding what it took to clean up after him. The review he left on google was intended to financially harm the Lanai and tarnish it's good name and reputation. Remarks made to me personally in an email were uncalled for and rude. Below is the move out inspection he received and the work that was completed in his apartment and the time it took to complete the work. The attached pictures were taken the day after former resident vacated. They coincide with the official move out inspection list below. 7.58 Hours to complete cleaning. Carpet cleaning $50.00. Filter/drip pans $40.00 Total $465.00 Move Out Inspection
Resident(s) has provided management with full 30 day move out written notice
Resident has returned all keys:House__ Mail__Key Card__Fob__Gate Key__
In accordance with the Residential Residential Agreement: “Resident has thoroughly cleaned the Premises, appliances, and fixtures”.
Resident will return Premises to the Owner in the same condition as when Resident moved in.
Move Out Inspection
All light fixtures are dust free and functioning with LED bulbs correct wattage. Yes__ No X
8 Light bulbs were incorrect/missing, the resident was not charged for the missing light bulbs.
Resident thoroughly vacuumed carpets including closets Yes__No X
Lanai Services vacuumed apartment and closets No charge was accessed
Carpet cleaning: Resident hired Lanai services to clean carpets @ $50.00 Yes X No__
Lanai Services cleaned carpets Charge: $50.00
Carpet cleaning: Resident hired professional bonded carpet service. Resident has provided management with receipt verifying service. NA
Resident removed dust, dirt and grease from wall surface, base boards, closet shelves Yes__No X
Lanai Services removed sticky dust /grime from walls (living and kitchen space), baseboard and closet shelves
Recorded Time: 35 minutes
Resident has removed dirt and grime around light switch plates and door knobs Yes__No X
Lanai Services removed sticky dust and grime from all switch plates and door knobs Recorded Time: 15 minutes
Resident has cleaned sliding glass doors on the inside/outside, removed dirt/debris from door
tracks and door frames Yes__No X
Lanai Services cleaned slider glass doors inside and outside, removed dirt from tracks and frame Recorded Time: 40 minutes
Resident has removed dust and dirt from window blinds Yes__No X
Lanai Services wiped clean 8 feet of vertical blinds Recorded Time: 10 minutes
Resident has cleaned AC filter. Y/N Remote Yes__No X
Removed dirt, dust and grime from outside casing, vents and filter Recorded time: 15 minutes
Kitchen: Resident removed grease, burnt food from range exterior and top. Yes__No X
Lanai Services removed grease residue, burnt food from range exterior, burner coils Recorded time: 35 minutes
Under burners Yes__No X Knobs, control panel and range hood. Yes__No X
Lanai Services removed thick grease build up from under burners, range hood, removed grease residue from control panel
and knobs Recorded Time: 70 minutes
Resident removed grease/burnt food from oven, oven racks, oven drawer. Yes__ No X
Lanai Services removed oven interior residue left from self cleaning oven. Recorded time: 10 minutes
Resident replaced 4 drip pans Yes__No X Resident replaced range hood filter Yes__No X
Lanai Services replaced 4 drip pans $20.00 Range hood filter $20.00
Resident cleaned counter tops, cabinet fronts, cabinet shelves and drawers. Yes__No X
Lanai Services removed grease / grime from cabinet fronts, shelves, drawers and hardware Recorded time: 30 minutes
Resident thoroughly cleaned sink basin and faucet removing mineral deposit Yes__No X
Lanai Services removed hard water deposit from sink and faucet Recorded time: 15 minutes
Resident thoroughly cleaned refrigerator: interior, shelves, bins, door molding/racks. Yes__No X
Lanai Services cleaned interior shelves, guides and moldings Recorded time: 15 minutes
Resident thoroughly cleaned freezer compartment, interior/exterior top and sides. Yes__ No X
Lanai Services cleaned interior/ exterior and molding Recorded Time: 10 minutes
Resident swept and cleaned floor and molding Yes__No X
Lanai Services removed sticky dust and grease residue from kitchen floor and moldings. Recorded Time: 20 minutes
Kitchen requires odor bomb to remove lingering kitchen odor Yes__ No__ NA X
Bath:
Resident cleaned, removed mineral, scale discoloration from sink counter/basin and faucets NO
Lanai Services removed hard water deposit from sink basin and faucet, cleaned counter Recorded Minutes 20 minutes
Resident thoroughly cleaned wood cabinet, inside and out. Yes__No X
Lanai Services cleaned interior/exterior Recorded Time: 10 minutes
Resident cleaned wall cabinet shelves and mirror. Yes__No X
Lanai Services cleaned walls surface, medicine cabinet, bath shelf and mirror Recorded Time: 15 minutes
Resident removed mineral, white scale and soap sm from tub basin and wall surround. NA
Resident thoroughly cleaned wall tiles, removed all scale/discoloration or molds. Yes__No X
Lanai Services removed hard water deposit and mold from bath tiles. Recorded Time 45 minutes
Tub faucet and shower head are free of mineral deposit or white scale Yes__No X
Lanai Services removed mineral deposit from shower head and faucet Recorded Time 10 minutes
Toilet bowl was thoroughly sanitized, cleaned inside/outside and at the base Yes__No X
Lanai Services cleaned dried urine from back side of toilet seat, exterior bowl and toilet base
Recorded Time: 20 minutes
Toilet bowl is free of all Minerals, white scale build up or brown discoloration Yes__No X
Lanai Services removed white mineral ring crustation from inside toiled bowl Recorded Time: 15 minutes
Lanai/Balcony has been swept clean Yes__No X
Lanai Services vacuumed outside patio area Recorded Time: 20 minutes
Owner/owners agent may deduct security deposit monies for cleaning charges and other reasonable charges to accomplish cleaning and or reasonable repairs to allow the premises to be rented. Charges in excess of security deposit are due on demand.
These are pictures that coincide with the previous email. Move- out inspection list.
The attached emails are between *** and myself, the interaction and documents exchanged over the following days, 12/30/19 thru 02/14/20 clearly demonstrate he was well informed. Starting with his request for move out documents: Intent To Vacatepage 4, 4 A- E Move Out Criteria received on 12/31/19 Page 5 *** is asking about his security deposit 02/11/20Page 6 My response 02/11/20Page 7 ***'s snappy and defensive response 02/11/20Page 8 Security Deposit Accounting 02/13/20Page 9 ***'s response to the Security Deposit accounting 02/14/20 I have attached a series of text messaging associated with ***'s ever changing Move Out Inspection originally scheduled for January 25th which he canceled. *** continued negotiating new time frames after Lanai business hours on January 28, 2020 at 6:21 PM and ended at 9:50 PM that night.The inspection was rescheduled again for January 30th at 10:00 AM leaving him nearly two full days to resolve any deficiencies there may have been before he officially turned over his apartment before midnight on 1/31/20.I have included a copy of ***'s original Security Deposit check that clearly states the division of funds. It is also worthmentioning, he received the check from the Utah Health and Human Rights Project. It's important to note: *** originally stated in an email (attached) that he wanted at least $550.00 of the deposit, in his complaint to Revdex.com, he's changed that amount and wanted $700.00 of the deposit.
I have attached the following documentation: Residential Rental Agreement (1st page declares the conditions of a residents Security Deposit, 4th page describes Other Obligations/Conditions and Specific Maintenance Obligations)Rules and Regulations ( 5th page states the conditions of a residents Security Deposit)Rules and Regulations Addendum ( signature is required if the resident agrees with the conditions. *** agreed to the previous and current conditions addendum's. 2015 Revised 2018Move In Inspection Form ( review LCL for cleaning details is referenced on the condition described as "other")LCL (Lanai Cleaning List) Explains conditions of your agreementLanai's Cleaning Guide ( detailed account of the cleaning completed in his apartment, documents refers toResidential Rental Agreement.A maintenance reminder regarding the hard water issues found in ***'s apartment during a routine inspectionSeize The DayDebbie for Lanai LLC
Customer Response
• Mar 20, 2020
Complaint: ***
I am rejecting this response because:
It does not prove anything nor does their response solve my problem. I need minimum of 400 additional dollars in refund. They charged a $200 non-refundable deposit and out of my $1000 in total security deposit, I was only refunded 335 - for no reason. They only needed to dust a drawer and do some final touchups. That could hardly have taken an hour, yet she charged me 7.5 hours of additional work-time while knowing I am leaving for California and won't be able to fight it locally. The landlord never provided with the proof of payment that she made to cleaning services, only her breakdown of expenses and some photos of dust and leaf in the balcony.
Lanai Apartments manager did not refund my security deposit in full. Out of my $1000 security deposit I was only refunded $335. She claims there was an additional 8 hours of cleaning done in a 400 square feet studio, which is impossible. The place was very clean when I left I was hoping to get at least $700 out of my deposit but she conveniently took advantage of circumstances.
ID ***Dear ***It was troubling to receive this complaint from the Revdex.com. Over the course of 12 years, the Lanai's management team has provided it's residents with unparalleled service. Our good reputation has rewarded us with less then a 2% vacancy rate. The Lanai's fair housing practices and policies are fully transparent and consistent having no hidden fees with all documents in writing. It is important to know the Lanai has taken pride in providing fresh clean apartments since 1963, you might say it is our calling card. The Lanai offers every resident a month to month Lease however, most residents stay a very long time. Our longest residing resident called The Lanai home for forty six years. The Lanai is honest and precise with policies, every new resident understands and signs "Rules and Regulations" and "Residential Rental Agreement" and "Notice of Intent To Vacate" as well as other documents. The contracts clearly state the residents obligations regarding their "Security Deposit":Residential Rental Agreement, page 1. Security Deposit, 1 d."resident has thoroughly cleaned the Premises, appliances, and fixtures. Resident acknowledges that there are specific charges that Owner may charge for cleaning and damages. Those charges are agreed to by Resident and Resident does affirmatively agree to have Owner's agents inspect the Premises prior to move-out. The Owner will be entitled to and may deduct from the security deposit monies due pursuant to the Owner's cleaning charge list and all other reasonable charges to accomplish cleaning or repair from damage to allow the Premises to be re-rented.Notice of Intent to Vacate; item 1. "The rental will be thoroughly cleaned and left in the same condition as it was when rented, normal wear and tear excepted. Any additional cleaning or maintenance requested will be deducted from the security deposit."I assume every tenant would like to receive a full refund, this is why every resident receives a comprehensive set of documents to help with their vacating endeavor, this the Lanai's "Move Out Criteria". See list below and attached.Move out Criteria: Notice of Intent to VacateMove Out Inspection Guide Lanai's Cleaning Guide and Products ListNot Your Normal Wear and TearDumpster and Recycling InformationMove Out Check ListWe suggest scheduling all "Move Out In-Inspections" prior to their move out, this saves the resident additional cleaning services in the event of unforeseen issues. The attention to details and a little effort saves the cost of additionalcleaning services.The Lanai does not require a cleaning deposit, when an apartment has not been "thoroughly cleaned and left in the same condition as it was when rented" the resident has de-facto requested cleaning. The Lanai is left to do it for them. These actions are for the sole purpose of re-renting the apartment. I sent this resident the "Intent To Vacate" notice on December 31, 2019 along with all the other move out criteria documents. The residents official move out date was January 31st, his "Move Out Inspection" was scheduled for January 25th but later he rescheduled the Inspection for January 30th at 10:00 AM. This left him 1 day to remedy any possible issues. I feel it is important to note, the resident had a full 30 days to clean his apartment however, on January 30th, at first glance, it was apparent the apartment was not clean. The resident said to me, he planned to clean the apartment before he left town that afternoon. The apartment needed a deep cleaning, the resident grossly underestimated the time it would take to thoroughly clean his apartment.Based on his rude comments and emails, he is actually demanding a certain amount of his refund back as an entitlement, disregarding what it took to clean up after him. The review he left on google was intended to financially harm the Lanai and tarnish it's good name and reputation. Remarks made to me personally in an email were uncalled for and rude. Below is the move out inspection he received and the work that was completed in his apartment and the time it took to complete the work. The attached pictures were taken the day after former resident vacated. They coincide with the official move out inspection list below. 7.58 Hours to complete cleaning. Carpet cleaning $50.00. Filter/drip pans $40.00 Total $465.00 Move Out Inspection
m from tub basin and wall surround. NA
Resident(s) has provided management with full 30 day move out written notice
Resident has returned all keys:House__ Mail__Key Card__Fob__Gate Key__
In accordance with the Residential Residential Agreement: “Resident has thoroughly cleaned the Premises, appliances, and fixtures”.
Resident will return Premises to the Owner in the same condition as when Resident moved in.
Move Out Inspection
All light fixtures are dust free and functioning with LED bulbs correct wattage. Yes__ No X
8 Light bulbs were incorrect/missing, the resident was not charged for the missing light bulbs.
Resident thoroughly vacuumed carpets including closets Yes__No X
Lanai Services vacuumed apartment and closets No charge was accessed
Carpet cleaning: Resident hired Lanai services to clean carpets @ $50.00 Yes X No__
Lanai Services cleaned carpets Charge: $50.00
Carpet cleaning: Resident hired professional bonded carpet service. Resident has provided management with receipt verifying service. NA
Resident removed dust, dirt and grease from wall surface, base boards, closet shelves Yes__No X
Lanai Services removed sticky dust /grime from walls (living and kitchen space), baseboard and closet shelves
Recorded Time: 35 minutes
Resident has removed dirt and grime around light switch plates and door knobs Yes__No X
Lanai Services removed sticky dust and grime from all switch plates and door knobs Recorded Time: 15 minutes
Resident has cleaned sliding glass doors on the inside/outside, removed dirt/debris from door
tracks and door frames Yes__No X
Lanai Services cleaned slider glass doors inside and outside, removed dirt from tracks and frame Recorded Time: 40 minutes
Resident has removed dust and dirt from window blinds Yes__No X
Lanai Services wiped clean 8 feet of vertical blinds Recorded Time: 10 minutes
Resident has cleaned AC filter. Y/N Remote Yes__No X
Removed dirt, dust and grime from outside casing, vents and filter Recorded time: 15 minutes
Kitchen: Resident removed grease, burnt food from range exterior and top. Yes__No X
Lanai Services removed grease residue, burnt food from range exterior, burner coils Recorded time: 35 minutes
Under burners Yes__No X Knobs, control panel and range hood. Yes__No X
Lanai Services removed thick grease build up from under burners, range hood, removed grease residue from control panel
and knobs Recorded Time: 70 minutes
Resident removed grease/burnt food from oven, oven racks, oven drawer. Yes__ No X
Lanai Services removed oven interior residue left from self cleaning oven. Recorded time: 10 minutes
Resident replaced 4 drip pans Yes__No X Resident replaced range hood filter Yes__No X
Lanai Services replaced 4 drip pans $20.00 Range hood filter $20.00
Resident cleaned counter tops, cabinet fronts, cabinet shelves and drawers. Yes__No X
Lanai Services removed grease / grime from cabinet fronts, shelves, drawers and hardware Recorded time: 30 minutes
Resident thoroughly cleaned sink basin and faucet removing mineral deposit Yes__No X
Lanai Services removed hard water deposit from sink and faucet Recorded time: 15 minutes
Resident thoroughly cleaned refrigerator: interior, shelves, bins, door molding/racks. Yes__No X
Lanai Services cleaned interior shelves, guides and moldings Recorded time: 15 minutes
Resident thoroughly cleaned freezer compartment, interior/exterior top and sides. Yes__ No X
Lanai Services cleaned interior/ exterior and molding Recorded Time: 10 minutes
Resident swept and cleaned floor and molding Yes__No X
Lanai Services removed sticky dust and grease residue from kitchen floor and moldings. Recorded Time: 20 minutes
Kitchen requires odor bomb to remove lingering kitchen odor Yes__ No__ NA X
Bath:
Resident cleaned, removed mineral, scale discoloration from sink counter/basin and faucets NO
Lanai Services removed hard water deposit from sink basin and faucet, cleaned counter Recorded Minutes 20 minutes
Resident thoroughly cleaned wood cabinet, inside and out. Yes__No X
Lanai Services cleaned interior/exterior Recorded Time: 10 minutes
Resident cleaned wall cabinet shelves and mirror. Yes__No X
Lanai Services cleaned walls surface, medicine cabinet, bath shelf and mirror Recorded Time: 15 minutes
Resident removed mineral, white scale and soap s
Resident thoroughly cleaned wall tiles, removed all scale/discoloration or molds. Yes__No X
Lanai Services removed hard water deposit and mold from bath tiles. Recorded Time 45 minutes
Tub faucet and shower head are free of mineral deposit or white scale Yes__No X
Lanai Services removed mineral deposit from shower head and faucet Recorded Time 10 minutes
Toilet bowl was thoroughly sanitized, cleaned inside/outside and at the base Yes__No X
Lanai Services cleaned dried urine from back side of toilet seat, exterior bowl and toilet base
Recorded Time: 20 minutes
Toilet bowl is free of all Minerals, white scale build up or brown discoloration Yes__No X
Lanai Services removed white mineral ring crustation from inside toiled bowl Recorded Time: 15 minutes
Lanai/Balcony has been swept clean Yes__No X
Lanai Services vacuumed outside patio area Recorded Time: 20 minutes
Owner/owners agent may deduct security deposit monies for cleaning charges and other reasonable charges to accomplish cleaning and or reasonable repairs to allow the premises to be rented. Charges in excess of security deposit are due on demand.
Owner/owner agent_____________________________________Date_________________
These are pictures that coincide with the previous email. Move- out inspection list.
The attached emails are between *** and myself, the interaction and documents exchanged over the following days, 12/30/19 thru 02/14/20 clearly demonstrate he was well informed. Starting with his request for move out documents: Intent To Vacatepage 4, 4 A- E Move Out Criteria received on 12/31/19 Page 5 *** is asking about his security deposit 02/11/20Page 6 My response 02/11/20Page 7 ***'s snappy and defensive response 02/11/20Page 8 Security Deposit Accounting 02/13/20Page 9 ***'s response to the Security Deposit accounting 02/14/20 I have attached a series of text messaging associated with ***'s ever changing Move Out Inspection originally scheduled for January 25th which he canceled. *** continued negotiating new time frames after Lanai business hours on January 28, 2020 at 6:21 PM and ended at 9:50 PM that night.The inspection was rescheduled again for January 30th at 10:00 AM leaving him nearly two full days to resolve any deficiencies there may have been before he officially turned over his apartment before midnight on 1/31/20.I have included a copy of ***'s original Security Deposit check that clearly states the division of funds. It is also worthmentioning, he received the check from the Utah Health and Human Rights Project. It's important to note: *** originally stated in an email (attached) that he wanted at least $550.00 of the deposit, in his complaint to Revdex.com, he's changed that amount and wanted $700.00 of the deposit.
I have attached the following documentation: Residential Rental Agreement (1st page declares the conditions of a residents Security Deposit, 4th page describes Other Obligations/Conditions and Specific Maintenance Obligations)Rules and Regulations ( 5th page states the conditions of a residents Security Deposit)Rules and Regulations Addendum ( signature is required if the resident agrees with the conditions. *** agreed to the previous and current conditions addendum's. 2015 Revised 2018Move In Inspection Form ( review LCL for cleaning details is referenced on the condition described as "other")LCL (Lanai Cleaning List) Explains conditions of your agreementLanai's Cleaning Guide ( detailed account of the cleaning completed in his apartment, documents refers toResidential Rental Agreement.A maintenance reminder regarding the hard water issues found in ***'s apartment during a routine inspectionSeize The DayDebbie for Lanai LLC
Complaint: ***
I am rejecting this response because:
It does not prove anything nor does their response solve my problem. I need minimum of 400 additional dollars in refund. They charged a $200 non-refundable deposit and out of my $1000 in total security deposit, I was only refunded 335 - for no reason. They only needed to dust a drawer and do some final touchups. That could hardly have taken an hour, yet she charged me 7.5 hours of additional work-time while knowing I am leaving for California and won't be able to fight it locally. The landlord never provided with the proof of payment that she made to cleaning services, only her breakdown of expenses and some photos of dust and leaf in the balcony.
Sincerely