Lucra Real Estate, LLC

The Tenant called on March 1, to request the Property Manager do the walk-through that day and to call back with an estimate of how much it will cost to “make ready” the unit as well as any other repairsThe Tenant mentioned she was going to need a loan to pay March’s rent and any
repairs.Despite the Tenant’s lease end date being the end of March, and having days from the end of the lease to do the walk-through and refund any portion of the security deposit, we agreed to walk the unit prior to the days. According to the lease, Section F of the Additional Terms and Provisions it states that the Landlord recommends scheduling a walk-through with the Landlord or with a member of the Landlord’s staff; if Tenant does not, then Tenant agrees to accept Landlord’s assessment of damages and charges when Landlord inspects the PremisesThe Tenant did not schedule a walk-through with the Landlord or a member of their staffThe Property Manager completed the walk-through sans the Tenant on March 3, The unit must be in the same condition as it was when the Tenant first moved inThe unit was brand new and *** *** and her roommate were the very first Tenant’s to occupy the unit. Upon walking the unit, the Property Manager observed and took photos of dirty floors, a lazy susan in the kitchen that had syrup drippings, crumbs, dust and a dead bug on itBaseboards that were covered in dust, cobwebs, and had scuff marksNail holes in the living room walls, bedroom walls, and stairwellDirty window sills in the living room, one with dead bugsRust and scuff marks on the walls in the living room and bedroom, sheet rock chipped in the front bedroom closet, scuffs on the closet shelf, scrapes on the bedroom walls, trim damage to a door frame, and paint touch up needed throughout the unit.Additionally, the lease states that the carpets must be professionally cleaned upon move out and a receipt must be presented as stated in the leaseThe tenant failed to provide us with a receipt showing proof of a carpet cleaning The charges were for a full clean, sheet rock, wall repair, paint touch up, carpet cleaning and repair to the door frame plus laborThe first notice to the Tenant regarding how much would be deducted from their security deposit was posted via their Tenant PortalThe charges exceeded the amount of the security deposit heldThe Property Manager explained the charges and sent over photos for the Tenant to refer toWe were able to negotiate a lesser amount that would be deducted for wall repair, paint touch up and laborA second notice explaining the reduction of the amount was sent to the Tenant via email on March 3, The Tenant sent a letter demanding the remaining portion of the security deposit but we remained confident in our assessment of the damages and repairs to the unitIn the lease, it states that management reserves the right to increase or decrease the deductions as the specific case requires to make additional deductions on items not appearing on the listAny such item will be indicated on the Deposit Refund Report.The charges were for a full clean, sheet rock, wall repair, paint touch up, carpet cleaning and repair to the door frame plus laborThe first notice to the Tenant regarding how much would be deducted from their security deposit was posted via their Tenant PortalThe charges exceeded the amount of the security deposit heldThe Property Manager explained the charges and sent over photos for the Tenant to refer toWe were able to negotiate a lesser amount that would be deducted for wall repair, paint touch up and laborA second notice explaining the reduction of the amount was sent to the Tenant via email on March 3, The Tenant sent a letter demanding the remaining portion of the security deposit but we remained confident in our assessment of the damages and repairs to the unitIn the lease, it states that management reserves the right to increase or decrease the deductions as the specific case requires to make additional deductions on items not appearing on the listAny such item will be indicated on the Deposit Refund Report. The charges were for a full clean, sheet rock, wall repair, paint touch up, carpet cleaning and repair to the door frame plus laborThe first notice to the Tenant regarding how much would be deducted from their security deposit was posted via their Tenant PortalThe charges exceeded the amount of the security deposit heldThe Property Manager explained the charges and sent over photos for the Tenant to refer toWe were able to negotiate a lesser amount that would be deducted for wall repair, paint touch up and laborA second notice explaining the reduction of the amount was sent to the Tenant via email on March 3, The Tenant sent a letter demanding the remaining portion of the security deposit but we remained confident in our assessment of the damages and repairs to the unitIn the lease, it states that management reserves the right to increase or decrease the deductions as the specific case requires to make additional deductions on items not appearing on the listAny such item will be indicated on the Deposit Refund Report. Final charges were posted to the Tenant Portal on May 5, and the remaining portion of the security deposit was sent to the forwarding address givenWe did not take days to refund the Tenant nor did we ever communicate that their unit had been leased out prior to a new tenantWe have supporting documents if needed Additionally, the lease states that the carpets must be professionally cleaned upon move out and a receipt must be presented as stated in the leaseThe tenant failed to provide us with a receipt showing proof of a carpet cleaning The charges were for a full clean, sheet rock, wall repair, paint touch up, carpet cleaning and repair to the door frame plus laborThe first notice to the Tenant regarding how much would be deducted from their security deposit was posted via their Tenant PortalThe charges exceeded the amount of the security deposit heldThe Property Manager explained the charges and sent over photos for the Tenant to refer toWe were able to negotiate a lesser amount that would be deducted for wall repair, paint touch up and laborA second notice explaining the reduction of the amount was sent to the Tenant via email on March 3, The Tenant sent a letter demanding the remaining portion of the security deposit but we remained confident in our assessment of the damages and repairs to the unitIn the lease, it states that management reserves the right to increase or decrease the deductions as the specific case requires to make additional deductions on items not appearing on the listAny such item will be indicated on the Deposit Refund Report Final charges were posted to the Tenant Portal on May 5, and the remaining portion of the security deposit was sent to the forwarding address givenWe did not take days to refund the Tenant nor did we ever communicate that their unit had been leased out prior to a new tenantWe have supporting documents if needed

Complaint: ***
I am rejecting this response because:
I provided Lucra a documented list of things wrong with the house upon move in It was not done on the form referred to because my son was told there was already one on file and to just write it on a piece of paper and submit it I have submitted copies of this to Lucra and got no response I'm attaching a copy of the email I received and the vague nature of what we were charged for and I never received a copy of the move out charge sheet There was nothing after this email to satisfy the questions I asked as to what we were being charged for
In my compliant, I didn't even address that it took months to resolve an issue of rodents in the ceiling and days to get a plumber over to the house to fix a leak in the kitchen (which resulted in the floor being totally ruined) I doubt very seriously my opinion of Lucra can be changed at this point but I certainly learned a lot from this bad experience
Regards,
*** ***

Dear ***,Let us start by saying that your feedback is extremely valuable to us, as we strive to improve with each and every property that we manageWe appreciate your comments about our move out proceduresPlease understand, it is always our goal to return as much of your deposit back to you as
possibleAll the while we also must maintain the integrity property for the owner and protect their investmentIt is a fine line, which we never take lightlySo we hope our explanation below fully explains our reasoning and thoughts behind why we did what we did.First, we unfortunately never did receive an inventory and condition form within days of move-in, as is required by the lease contract This document is incredibly pertinent for you as the tenant to ensure that your deposit is protected. Without this document, we have no knowledge of the prior condition of the premises and can only assume that it was in very good condition unless it is somehow documented otherwise Second, as you stated above, the reason you were charged $for rent was due to “holdover” which protects the landlord in such an event as yours where the tenant doesn’t move out upon the agreed dateYour rent is charged daily at three times the stated rent amount, which was $1250.In addition, the pet agreement that was signed by the tenants stated the tenants would need to pay a $pet deposit and a $pet fee, per pet. Since the pet agreement states there were pets, the pet deposit of $and pet fee of $was never paid in full. We feel like it was more than fair to only charge back the $for the pet fee that was not satisfied upon the execution of your pet agreement. Finally, the charges for carpet and blinds were directly from our move out charge sheet, which was signed by the tenants when they moved inIn this form, we spell out the exact amounts that will be charged to the tenant based on our costs. The owners did do the walk-through of the property and authorized the work that needed to be completed. We then confirmed with you those items and included them in your move out charge sheet.We sincerely hope that we can convince you to change your mind about our company Please reach out to us if you have any questions, we would be happy to hear from you

Complaint: [redacted]
I am rejecting this response because:I provided Lucra a documented list of things wrong with the house upon move in.  It was not done on the form referred to because my son was told there was already one on file and to just write it on a piece of paper and submit it.  I have submitted copies of this to Lucra and got no response.  I'm attaching a copy of the email I received and the vague nature of what we were charged for and I never received a copy of the move out charge sheet.  There was nothing after this email to satisfy the questions I asked as to what we were being charged for.  In my compliant, I didn't even address that it took 3 months to resolve an issue of rodents in the ceiling and 3 days to get a plumber over to the house to fix a leak in the kitchen (which resulted in the floor being totally ruined).  I doubt very seriously my opinion of Lucra can be changed at this point but I certainly learned a lot from this bad experience.
Regards,
[redacted]

Dear [redacted],Let us start by saying that your feedback is extremely valuable to us, as we strive to improve with each and every property that we manage. We appreciate your comments about our move out procedures. Please understand, it is always our goal to return as much of your deposit back...

to you as possible. All the while we also must maintain the integrity property for the owner and protect their investment. It is a fine line, which we never take lightly. So we hope our explanation below fully explains our reasoning and thoughts behind why we did what we did.First, we unfortunately never did receive an inventory and condition form within 10 days of move-in, as is required by the lease contract.  This document is incredibly pertinent for you as the tenant to ensure that your deposit is protected.  Without this document, we have no knowledge of the prior condition of the premises and can only assume that it was in very good condition unless it is somehow documented otherwise.  Second, as you stated above, the reason you were charged $120.97 for rent was due to “holdover” which protects the landlord in such an event as yours where the tenant doesn’t move out upon the agreed date. Your rent is charged daily at three times the stated rent amount, which was $1250.In addition, the pet agreement that was signed by the tenants stated the tenants would need to pay a $250 pet deposit and a $250 pet fee, per pet.  Since the pet agreement states there were 2 pets, the pet deposit of $500 and pet fee of $500 was never paid in full.  We feel like it was more than fair to only charge back the $250 for the pet fee that was not satisfied upon the execution of your pet agreement. Finally, the charges for carpet and blinds were directly from our move out charge sheet, which was signed by the tenants when they moved in. In this form, we spell out the exact amounts that will be charged to the tenant based on our costs.  The owners did do the walk-through of the property and authorized the work that needed to be completed.  We then confirmed with you those items and included them in your move out charge sheet.We sincerely hope that we can convince you to change your mind about our company.  Please reach out to us if you have any questions, we would be happy to hear from you.