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Madison Real Estate and Property Management, Inc.

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Reviews Madison Real Estate and Property Management, Inc.

Madison Real Estate and Property Management, Inc. Reviews (58)

He has been in communication with me directly for the last several week. Recently decided to escalate to small claims court. See attached.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because: I did not see the attachment
from Madison I offered to settle this splitting the cost of the duct cleaning and Madison countered with an unacceptable offer to just make the whole thing go away At that point I decided to let the judge decide who is right Sincerely,*** ***

In reviewing our profile, we noticed that somehow this complaint got missed. Our apologies for that. Typically, applications are delayed due to an employer or former landlord not responding. Our goal is to process all application within business hours AFTER all information and
documentation is submitted.However, since the compliant was so long ago, we do not recall the situation. We will assume we are at fault due to the simple fact we did not respond to the compliant in a timely manner. We are happy to refund the $application fee. Please contact us at [email protected] with your name as well as a current mailing address and we will send out a check within days.Regards, Eric *B***PresidentMadison Real Estate and Property Management, Inc

Complaint: ***I am rejecting this response because:
Two reasons
First, the reason I submitted the complaint initially was their lack of contact with me regarding the issue. The information on Madison's inflated charges was provided for context and to convey their legal requirement to respond. I do appreciate their apology on the matter
Of note, on August 5, I did send them a request for clarification on a charge, and conveyed issue with two other charges, and have yet to receive a response
Secondly, I do find their charges were over inflated. I anticipated some cleaning and yard fees, but not the extant at which they charged. The home was not filthy and damaged, and I do not find the report actually supports that. Additionally, they included charges for "miscellaneous repairs," of which I have requested clarification. Their charges also included disposal of debris on the property that was present before I moved in, and their photographs included an item of interest to them that was also present before I moved in. Whether I was charged for it I do not know
I will likely pay the business for additional money they request, largely because I do not want this to drag out any longer and I do not trust the business
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I did not see the attachment
from Madison I offered to settle this splitting the cost of the duct cleaning and Madison countered with an unacceptable offer to just make the whole thing go away At that point I decided to let the judge decide who is right Sincerely,*** ***

My apologies for the delay in responding to the original tenant inquiry with our company. That was a concerning lack of customer service on our part
Charges were legitimate, claims of the being "inflated and unreasonable" are laughable. Home was left in awful condition. There
was damage, neglect and the unit was left in an extremely unclean condition Please see attached Move Out Condition Report.
The disposition letter sent on 6/14/was VERY detailed. It included a summary sheet, tenant ledger, work orders and invoices. If this isn't detailed, I don't know what is! Please see attached Disposition (Yes, there is a typo on the "Charges" total, but the actual "Amount Owed" at the end was correct.)
The tenant actually received a pro-rated rent credit and was refunded part of the rent paid for the last month of tenancy. We were able to secure a new tenant in an extremely fast manner considering the condition of the home at move-out and the work we had to put into it Please see attached Follow Up Letter
We were in contact the day the complaint was filedPlease see attached E-mail Correspondence

Complaint: ***
I am rejecting this response because: I did respond promptly to the hvac contractorI have been going back and forth with them about this issue and have records of all requests and phone callsI am an hvac contractor as well but work for a different company so I know how this should be going and how it should be fixedThis rental home and company have been nothing but a head ache
Sincerely,
*** ***

My apologies for the delay in responding to the original tenant inquiry with our company. That was a concerning lack of customer service on our part
Charges were legitimate, claims of the being "inflated and unreasonable" are laughable. Home was left in awful condition. There
was damage, neglect and the unit was left in an extremely unclean condition Please see attached Move Out Condition Report.
The disposition letter sent on 6/14/was VERY detailed. It included a summary sheet, tenant ledger, work orders and invoices. If this isn't detailed, I don't know what is! Please see attached Disposition (Yes, there is a typo on the "Charges" total, but the actual "Amount Owed" at the end was correct.)
The tenant actually received a pro-rated rent credit and was refunded part of the rent paid for the last month of tenancy. We were able to secure a new tenant in an extremely fast manner considering the condition of the home at move-out and the work we had to put into it Please see attached Follow Up Letter
We were in contact the day the complaint was filedPlease see attached E-mail Correspondence

Complaint: ***I am rejecting this response because:
Eric,
Total rent due for the entirety of August: $per rental agreement
Total rent due per-day (i.ethe agreed upon pro-rate term) amount: $
I returned the rental as signed for in the document you provided on August 11, If we include that 11th day as a day of occupancy, the total amount charged for August should have been $x days = $276.76, therefore a refund of $was due back to meYou instead charged me $and returned $as a refundI am still owed $to net me a refund of $per an agreement to pro-rate August’s rent on a per day basis of occupancy by the Property Manager Candace L***You did not perform as agreed; If your stance is that no refund is due, then please provide me with a breakdown of how you pro-rated the rent
With regard to the City of Spokane bill, I have provided an equitable solution to charge for this bill, and that is to refund the amount charged to me for days I was not occupying the residenceA tenant is not responsible for a “few extra days when they move out” as the Water, Sewer, and Garbage is not in their control, therefore the $charged in excess of the Water, Sewer, and Garbage I was responsible for is due for refundAnd you are correct, the remainder of that bill was not pay by me because you took it out of my deposit to pay itI am not disputing thatI have no intention of paying a bill twice, so your statement regarding its non-payment is irrelevant except for defining your company’s failure to pay it with the monies you have taken from me to address said bill
Addressing the carpets, I paid a company that YOUR company suggested I use to have the carpets professionally cleaned; that includes all carpeted areas in the house, i.ethe two upstairs rooms and the hallwayCall them today and request a quote for two rooms and a hallway and you will get the same pricing according to their “special” that I receivedThere is no mention of only cleaning “high traffic areas” as you stated, the entirety of the carpets were cleaned and your inquiries and reuse of said company only exhibits a conflict of interest with said company and the carpet cleaning you would like doneFurthermore, according to RCW section (1) subsection (a): “No portion of any deposit shall be withheld on account of wear resulting from ordinary use of the premises.” Walking and living amongst carpeted areas of the home is considered ordinary use of the premises, especially so as the carpeted areas are identified as living rooms and a hallwayI performed in good faith in having the carpets cleaned, and furthered that by using a carpet cleaning company that the property manager suggestedMy invoice from *** shows that the agreed upon carpeted areas were cleaned; beyond a professional cleaning service cleaning the carpets, any further identified ordinary wear is the responsible of the property owner/LandlordMy deposit on this home was received years ago in 2008, there is to be a reasonable expectation of wear on the premises, specifically in the living areas that are carpeted, and to expect otherwise conflicts with RCW section (1) subsection (a)If your company is going to “require” the premises to have a professional carpet cleaning done, it needs to be charged as a non-refundable deposit in the rental agreement, which it is not currently, in order to avoid disputes such as thisI would never have paid a carpet cleaning company, and I reiterate one that you recommended, to come and clean the carpets had I known you were simply going to charge me again
Finally, RCW required the landlord of a property to give a full and specific statement of the basis for retaining any of the deposit along with the payment of any refund due the tenant under the terms and conditions of the rental agreementI have yet to receive a full and specific statement of the basis for retaining any of my deposit, which the generic invoices and statement you provided are not considering there are significant questions being raised about your use of said deposit, therefore RCW section (2) applies, stating: “If a landlord fails to give such a statement together with any refund due the tenant within the time limits specified above he or she shall be liable to the tenant for the full amount of the deposit.” Additionally, “The court may in its discretion award up to two times the amount of the deposit for the intentional refusal of the landlord to give the statement or refund dueIn any action brought by the tenant to recover the deposit the prevailing party shall additionally be entitled to the cost of suit or arbitration including a reasonable attorneys’ fee.” If Madison Property Management refuses to settle this matter reasonably and equitably, both of which I consider my proposed resolution to be, I will pursue legal action in Spokane County Small Claims Court to recover funds unreasonably withheld by Madison Property Management, along with the cost of suit, reasonable attorneys’ fee, and the potential award of two times the amount of the depositI am doing as requested by the court in first contacting the company/persons I am disputing claims against, but if no further action is taken by the company to return funds unreasonably and intentionally withheld, I will move forward with legal action.Sincerely,*** ***

In this situation there were multiple problems that required multiple repairs and visits by a qualified HVAC contractor. Everything was done properly and to code. The issue was resolved as of 10/19/and could have been resolved sooner had the tenant communicated in a timely manner
with the HVAC contractor

To Whom It May Concern:
After further review, there was a mistake made in the calculation of the rent credit A check will be sent for that amount within days
Our explanation and stance on the other items remains the same as in our original explanation
Regards,
Eric *B***
President
Madison Real Estate and Property Management, Inc

To Whom It May Concern:*** informed us she was listing the house for sale and would let the tenants out of their lease a month early to be able to keep their Spokane Housing voucher and our responsibility would be to close them out at move out.? They vacated on 4/30/15.? We proceeded to
process all the charges associated with their move out.? They ended up having a balance owing of $after the security deposit was applied.? Included in the owing amount was an outstanding balance to the City of Spokane for $189.24.? The previous tenant came in on 6/and paid $and again on 7/1/and paid $which in turn settled their accountSee Exhibit 1.While the security deposit was sent to the owner on? 5/15, we? were receiving monies from a previous tenant that was in Collections (two tenants previous) that was paying the outstanding bills through the summer;? see Exhibit 2.When *** came into the office on 8/31/15, she asked for her amount to settle the account with us and talked about an outstanding balance with the City of Spokane.? Not realizing that she had not been paying the City of Spokane over the summer, (her responsibility as the house was for sale and we didn't receive duplicate copies), I gave her the amount to pay off what was owed in our system including the previous tenant bill at the City for $189.24.? She paid the $and her account was settled and all the bills were paid on 9/1/as agreedSee Exhibit 3.Regards,*** ** ***PresidentMadison Real Estate and Property Management, Inc

To Whom It May Concern:
A refund of $for pro-rated August rent was already given to the tenant, please see attached? We performed as agreed, there is no money to be refunded
The City of Spokane bill was NOT paid at the time the tenant vacated the property, so per the lease we hold
back funds to pay the bill? As of this morning at 10:AM, the City of Spokane bill owed by the tenant has still NOT been paid? Closing bills typically take a few days to be processed by the city, so as they got a few free days up front when they moved in and they will pay a few extra days at move-out? Until the city changes their process, there is no other way to equitably charge for this bill? No money will be refunded
The tenants are to have the ENTIRE carpet steam cleaned at time of move out? Their receipt shows the work done on August 6th, days before they moved out? It was evident only traffic areas were steam cleaned, not the entire carpet? This was confirmed by the carpet cleaning vendor when we inquired? Therefore, due to living on the carpeting for days after cleaning AND not having the entire carpeting steam cleaned, we had to steam clean the entire carpeted area at move-outThis charge is legitimate and will not be refunded
Regards,
Eric *B***
President
Madison Real Estate and Property Management, Inc
?

To Whom It May Concern:? In regards to the roof, it was covered with a tarp until such time as it could be repairedRepairs occurred earlier this year.? The leak appeared after repairs were done.? Roofing contractor working on solution.? Here is the timeline of events regarding
the air conditioning:5/12/17: Air conditioning problem reported5/22/17: HVAC contractor repaired unit5/22/17: Air conditioning was repaired but failed again after HVAC contractor had left5/23/17: HVAC contractor said part had to be ordered to repair6/28/17: Part arrived6/30/17: HVAC contractor installed part and air conditioning running normalDuring the time period the air conditioning was inoperable, the were only days where the temperature was above degrees.? We agree this was an minor inconvenience, but not an inconvenience worth one month's rent.? We are willing to give the tenant a credit of 10% of one month's rent for their inconvenience.? ?

To Whom It May Concern:It is always our intention and process to be as clear as possible when explaining how prospective tenants may reserve a property.  Specific details are below, but in short, we do caution them on the risks of placing a holding fee as well as the risks of not placing a...

holding fee. Clarity on this point is critical and all team members are trained on the policies and procedures.  Additionally, this process is brought up and discussed routinely in our daily and weekly team meetings.Ms. [redacted] agreed to following written conditions by signing her application on 6/12/15:• Properties are able to be reserved on a first-come, first-serve basis with the submission of a Holding Fee in the amount of one month's rent plus $75 in and must be submitted with an Application and Application Fee. Should the application be denied, the Holding Fee will be refunded to the Applicant. If approved, the Holding Fee becomes non-refundable and will be applied to any monies owed (rent, deposit, admin fees, etc.) upon move-in.• Holding / Reserving Property -  Properties are held and reserved for prospective tenants based of the date and time of the submission of a Holding Fee.  The Holding Fee must be accompanied by a completed and paid application for all parties applying to rent to property. The Holding Fee will be refunded if the tenants do not pass screening criteria and are the application is rejected. Once a tenant has passed the screening criteria and been accepted to rent the property applied for, the holding fee becomes NON-REFUNDABLE and will be applied to monies owed at time of move-in.• In order to evaluate the various applications it is necessary for Madison Real Estate and Property Management, Inc. to expend time and cost in credit reports, criminal reports, and other administrative cost. Hence, our policy that the application fee is NON-refundable. If your application is approvable, but not the approved one for the property for which you are applying, you may consider applying for other available properties that we may have, without payment of an additional application fee. By agreeing to the terms above, Ms. [redacted] acknowledged that she read the specific actions she would need to take to reserve a property.  Regardless of her recollection of any conversation, she acknowledged that she understood the process to reserve a property.Additionally, as stated above, our staff is trained to specifically outline the conditions on which a property may be reserved.  This is especially true for Erin who is at our front desk and answers the phone.Ms. [redacted] got her answer, did not like it and proceeded to keep calling back with the expectation we would change our mind through multiple phone calls.  Unfortunately, to continue the conversation in some cases ceases to be productive.Please see attached phone log which shows we communicated with her on five occasions during this process and she called into our office a total fifteen times.We regret that Ms. [redacted] did not view her experience with our organization as satisfactory and wish her the best in the future.Eric B[redacted]PresidentMadison Real Estate and Property Management, Inc.

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Whoever the person is that responded to my complaint wasn't involved and doesn't understand what had actually happened. The receptionist did not offer to compensate for my time at all. She did apologize and took full responsibility. She also offered to reschedule so I could see the property when it was ready. And I explained to her that I had to request time off to make the original appointment because of their unreasonable showing hours. At which point she transferred me to someone who had more authority in the situation. This woman was completely unwilling to compensate me for my time. I specifically asked, "If the very least they could do is wave a few of our application fees?" At which point she told me she could not. The response to my complaint was a flat out lie. And as far you them judging me for how inconvenienced and upset I was, really shows how terrible of a business they are. They were right about one thing, I absolutely would not be a good fit to rent from their company, after they flat out blew off my appointment, and turned around and lied about the actions they took towards resolving my issue. I have nothing more to gain by fighting this argument but I will continue to let people know the truth about Madison Real Estate and Property Management. They are an awful company and have no hesitation to completely screw people over whenever they can.Regards,[redacted]

To Whom It May Concern:
After further review, there was a mistake made in the calculation of the rent credit.  A check will be sent for that amount within 7 days.
Our explanation and stance on the other items remains the same as in our original explanation.
 
Regards,
Eric *. B[redacted]
President
Madison Real Estate and Property Management, Inc.

To Whom It May Concern:
A refund of $286.00 for pro-rated August rent was already given to the tenant, please see attached.  We performed as agreed, there is no money to be refunded.
The City of Spokane bill was NOT paid at the time the tenant vacated the property, so per the lease we hold...

back funds to pay the bill.  As of this morning at 10:33 AM, the City of Spokane bill owed by the tenant has still NOT been paid.  Closing bills typically take a few days to be processed by the city, so as they got a few free days up front when they moved in and they will pay a few extra days at move-out.  Until the city changes their process, there is no other way to equitably charge for this bill.  No money will be refunded.
The tenants are to have the ENTIRE carpet steam cleaned at time of move out.  Their receipt shows the work done on August 6th, 5 days before they moved out.  It was evident only traffic areas were steam cleaned, not the entire carpet.  This was confirmed by the carpet cleaning vendor when we inquired.  Therefore, due to living on the carpeting for 5 days after cleaning AND not having the entire carpeting steam cleaned, we had to steam clean the entire carpeted area at move-out. This charge is legitimate and will not be refunded.
Regards,
Eric *. B[redacted]
President
Madison Real Estate and Property Management, Inc.

Revdex.com,We offered to pay the hold fee but, once again we were told specifically by your associate named Erin that we should wait until the applications cleared and also that the previous tenants had vacated as planned. Your associate Charles also apologized about the miscommunication of the situation and admitted that it was your companies error. All I would like is our application fee back, I have no desire to do business with your company and the only reason that I even contacted the Revdex.com is because once again your associate Charles said that he would contact me and he failed to do so. That is the only reason that I called repeatedly because I continued to get the run around from your associates. If you would like to stand by your bait and switch and horrible business practices of course that is your business. I just want our money back because we followed what we were instructed to by your associates.I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]

To Whom It May Concern:First, let me again offer apologies to Ms. [redacted] for the mistake on our part.  We strive for excellence, but sometimes mistakes are made.  There is no excuse and I sincerely apologize for the inconvenience Ms. [redacted] experienced due to our error.In this...

instance, when Ms. [redacted] called in and the mistake was realized, our receptionist apologized profusely.  She explained to Ms. [redacted] that the unit wasn’t ready to show and would call her when it was ready (as well as offered alternative properties in our inventory). After listening to Ms. [redacted] response and the receptionist determining she was not going to be able to offer an acceptable solution, it was apparent that it was time to escalate this matter to the next level.At this point one of our property managers got on the phone with Ms. [redacted].  Once again a sincere apology was made and it was againexplained that the unit was not ready to show.  At this point Ms. [redacted] continuing to complain and berate the property manager as well as make unreasonable demands.  Two things became readily apparent during the course of the conversation: 1) No amount of apologizing or accommodation was going to satisfy Ms. [redacted]; 2) The harshness and vitriol of Ms. [redacted]'s verbal tirade with two of my team members clearly identified her as the type of person with whom we choose not to do business.Prospective tenants sometimes forget that while they are evaluating us, we are also evaluating them; from the very first phone call through the end of the screening process.  If they are rude, inappropriate or lash out verbally, my team is instructed to let them know we may not be the right management company for them and encourage them to look elsewhere.  As a business we have no obligation to provide service to those who act inappropriately (in person or over the phone), make unreasonable demands and/or mistreat our team members.In this instance, Ms. [redacted] had a very legitimate reason to be upset.  We understood this and were trying to offer viable solutions at her convenience. However, she would have none of it and continued her verbal tirade, eventually hanging up on the property manager. The receptionist and property manager both handled the phone call in a calm, appropriate, professional and acceptable manner according to all witnesses in the office.  After receiving two sincere apologies for an honest mistake (that we admitted and owned-up to), her reluctance to accept any solutions and her verbal abuse, Ms. [redacted]’s request that we waive the application fee (should she apply) was declined.   Had Ms. [redacted] responded in an appropriate and decent manner, we would have gladly waived the application fee to accommodate her inconvenience.  We routinely make appropriate concessions when we make an error.  However, after our interaction with Ms. [redacted] it was determined she would not be a good fit for our company. Therefore, it made no sense to waive an application fee as an encouragement for her to submit an application.  I once again apologize to Ms. [redacted] for the inconvenience she experienced in dealing with our organization and wish her the best moving forward with other landlords and/or management companies.Regards,Eric B[redacted]PresidentMadison Real Estate and Property Management, Inc.

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Description: Property Management, Real Estate, Real Estate Rental Service

Address: 910 N Washington St Ste 107, Spokane, Washington, United States, 99201-2260

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