Main Street Renewal LLC

Complaint: [redacted]
I am rejecting this response because:I have put in several work orders as well as a previous complaint with the Revdex.com. I was contacted by the company Ms. [redacted] to be specific and she assured me that my issues would not only be addressed but resolved. My issues were (carpenter ants in master bath), back door that originally had a glass window, replaced with a solid door with a peep hole (makes no sense) and a fireplace that has never worked and I have been trying to get fixed since November 2015, and also a vent in the hallway that fell down. A few weeks ago I got a call from Main Street saying they would send someone out (which is the normal stall tactic that I get). Ms. [redacted] said it didnt make sense that the back door was not replaced with a door with glass. A man and woman came out, looked and that was it (this is about the 10th time someone has come to just look then nothing). I received and email today that stated, the back door was up to standard, who wants a back door with no window and a peep hole if that is not what I saw when I moved in, the email stated that I was okay with this, this is not the case, also it said they didnt see any ants, of course you didnt it was the middle of the day and I told them they come out in the morning and once the weather starts to get hot, the vent or the firep;lace was NOT address. I have tried to contact [redacted] and even left a message and I have not gotten a response, and nor have I been able to get an answer. I was told last week my a vendor that they would come out Friday 6/3/16 to address all the issues, that they would be out between 4-8pm, well of course, they DID NOT show up nor did I receive a call.I moved in a house that had a back door with a window, that is what I expect to be put. I moved in a house with a fireplace that should be functioning (I expect it to be fixed regardless of the weather). I moved in a house that started having carpenter ant issue short after moving in in June, but because you come out and don't see any ants you say ants don't exist, this is ridiculous. I expect the vent in the hallway to be replaced. My rent is always on time never late and to fix things with an item that is sub par to what was originally there is by far, scamming the tenant. Their practice is, you fill out a work order, someone calls and schedules a time to come out, whether or not they come is iffy, but when they do come, they come, look and then you hear nothing about your issue. Then a month later you get an email saying your order has been closed. This is and has been the practice that I have experienced with Main Street Renewal.
Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:We were requesting an updated detailed report for why the remainder of the deposit was withheld so it could be compared with the evidence we provided regarding the state of the residence when we moved in.  As of today they have not provided this document.
Regards,
[redacted]

responded to resident directly

Responded to tenant directly to resolve their issue.

my water heater busted friday night 02/26/2016 @ 11:00 pm ; I contacted MS Renewal immediately , no one responded ; until I called 17 more time on saturday . ; someone came out & looked and told me , your hot water heater busted. (DUH reason I called ) but did not repair because MS Renewal did not Approve a new hot water heater to be purchased. ; my daughters room is flooded;mildewing ; I am highly allergic and have been expirencing trouble breathing as well as my 2 year old daughter. this is not the first time a flood has occurred that this company neglected to repair in a timely manner .. today 02/29/2016 my water heater still has not been replaced ; and water has not been extracted out of my carpets. THIS IS A VERY HIGH EMERGENCY THAT SHOULD HAVE BEEN RESOLVED FRIDAY NIGHT / SATURDAY MORNING... today I have called 5 times and still did not get a straight answer on if and when they will be replacing my water heater or even extracting water out of the carpet thats probably molding by now. I highly dont recommend you lease from this company unless your prepared to loose furniture and also loose time in your home ...

I have reached out to [redacted] via email informing him that I am researching the issues and will get back to him by end of day with a resolution/response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me.
Only if they actually contact me within one business day.  What do I to if they do not contact me by COB today.
Regards,
[redacted]

[redacted]   11/7/2014...

RE: [redacted] Misty Meadows Terrace Dear Ms. [redacted], I have received correspondence that you have vacated the property, and are requesting your security deposit back plus moving expenses. But I want to ensure that you understand the decision youve made and how it affects both parties involved. First I would like to apologize for the situation at hand, I understand a pipe bursting causes inconvenience and is stressful, but we have been doing everything we can to resolve the issues in accordance to the emergency repair. From my understanding the vendor, Premier Homes contacted you on 10/21/2014, and 10/24/2014 and tried to set appointments with you, and that you have not allowed them to complete the work due to your schedule.  So we then tried to accommodate your schedule and reassigned your work orders to another vendor, Southeastern construction in which attempts were made on 10/27/2014 and 11/1/2014 to complete the repairs and were unsuccessful.  I have documentation backing these claims. Youve also claimed damage to furniture, per your signed lease we urged you to acquire renters insurance and all of our leasing agents recommend that you obtain renters insurance prior to moving in. In section 15 of your signed lease it states that storage of personal property is at your sole risk, and that you should obtain renters insurance that provides comprehensive insurance for damage or loss to your personal property.  And that you agree to look solely to your insurance carrier for reimbursement for losses resulting from such events, we have no responsibility or liability for your personal property. If you read paragraph 22,  Section R,  subsection 2, if the premises is damaged but not a total loss by said occurrences, rent shall be abated by a portion, we shall restore premises as soon as reasonably practicable, and then rent shall commence.  What this means is that you are still responsible for the lease, we will provide a per day Diem credit to your account and once all repairs are made and complete, your lease and rent payments are still valid. Due to the fact that the repairs were not allowed to be completed, no credit has been discussed. The fact of the matter is we have resolved all of the maintenance issues that you have allowed us too.  In previous emails from you, you were upset about the time the vendors have shown up. The vendors contacted you to set up the appointments so the time that the vendor arrives has already been approved by you.  We have done our part to accommodate your needs, and you have been contacted and kept in the know on every issue there was.  Our team has spoken to you on several occasions,  left you voice mails, and emails in which you copied and pasted into an email, back to us.  We have rectified, everything, except for the final step in finishing up cosmetic work from the leak, because you have refused. So now that you have chosen to leave, that leaves me no other recourse than to charge you for breaking your lease. Per your lease signed on 10/4/2014, you are required to give a 60 day notice.  So your email dated on 11/5/2014 will serve as notice.  Your account will be charge for 60 days from 11/5/2014, plus a 1 months break lease fee, and you will forfeit your security deposit. If you have any questions feel free, to email, call or stop by the Atlanta Branch.  I appreciate your time and apologize for your inconvenience.  Please enjoy your day.   Sincerely,  
[redacted] Main Street Renewal

Complaint: [redacted]
I am rejecting this response because: This has been and on going issue since February!!!!!! Your apologies for delay at this point mean nothing to me. I have called several times today and have left messages and yet no one calls back. It seems as if avoidance is your game. Shall we see what happens in court when I sue for all my deposit plus request for you to be fined for returning what we got of the deposit outside of the 30 day time frame you are giving to return deposits and charge you for all court fees. You would come out winning if you just refunded the rest of the deposit which is less than $500 rather than pay court fees and fines. 
Regards,
[redacted]

Complaint: [redacted]
I am...

rejecting this response because: Yes, it was fixed but it took 3.5 weeks to have main street resolve the problem. We were without working heat downstairs for that amount of time. The person who contacted me about the issue I submitted ( [redacted] left a voicemail and I returned her call. She never returned my voicemail I left her last week. I have since tried calling her several times with no response.  The customer service end on main street was absolutely terrible and quiet rude. I got sent in circles every time I would call with no real answer. They have multiple vendors come out and then wouldn't approve any of them until they finally went back to the first vendor who came out 3.5 weeks ago. I am not happy about how the situation was handed especially with having an 8 month old without proper working heat.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Our Resident Support Team contacted the resident on August 5, 2016. The resident will be receiving an email from Main Street Renewal with additional information.

Complaint: [redacted]
I am rejecting this response for many reasons. There are still unresolved issues.
1. No one ever came to fix the (second) siding that fell off. I took care of the (first) siding that fell off because it was nearly a week and no one came.
2. I have called [redacted] several times to confirm that they do NOT have everything they need to issue a credit. I gave specific dates when people came to fix this and that, related to running toilets and water leaks. However, at this point in time, I have explained to the water company that MSR is just refusing to provide what they need. They are willing to accept the little documents of repairs that they do have. This has been a hassle with MSR. At this time, there is no further need for concern. You could have handled this better without delaying resolution. MSR has expressed no concern for the time and energy it took for me contacting the water company numerous times and driving to their office for an extension.
3. I have asked several times for MSR to look into the water damage and make sure there is no mold. Again, MSR is just refusing to do anything further.
4. You stated the rent recession was for the AC. MSR has not expressed any compassion for the fact that I did not have a working stove for 13 days, using a key from the lock box for eleven days, which I felt was very unsafe if anyone else had a key, not being able to turn the water on in my name because of a previous resident owing money, therefore, not having water for a
few days after my move-in, having the water leaks and the high water bills, and now, no compassion for the problems with the wiring and the internet not working for me to complete school assignments and meeting deadlines for my online classes, no concern that I missed a lot of work to accommodate repairs, loss of income, and jeopardizing my job.
5. I have a couple of emails that can prove when [redacted] called me to "offer" to relieve me of my lease that he was not "offering". He clearly told me I had to be out by the end of July. I
was completely distraught from that phone call. MSR has not shown any compassion about the stress and worries that it caused. [redacted] never apologized about his unkind and somewhat cruel phone call.
6. It took a complaint to the Revdex.com for MSR to take ownership and get things done that I have only been requesting since day one. I lived here now five months and a couple of things are still not resolved and may possibly never be. I have accepted this house is what it is and MSR is how you are.
7. My rent was late twice because of missed work on numerous occasions to accommodate contractors and maintenance for repairs that were somewhat have an "emergency" nature so I had to be here. MSR never took ownership on those late fees that I asked for in the first complaint to Revdex.com.
8. I cannot put a price on these constant and major inconveniences. I cannot put a price on missing school deadlines. I cannot put a price on my education. I cannot put a price on my job. I cannot put a price on my happiness. I cannot put a price on my children's happiness. I would like a response to my questions: What is the value of my education? What is the value of my job? What is the value of my happiness? What is the value of my children's happiness?
Respectfully,
[redacted]

Complaint: [redacted]
I am rejecting this response because: we were contacted by corporate and was told that they refused to release us from the lease. And they planned on having their repair technicians come into the home while we are still living there to repair the water damage and all other requests. We feel like these issues have been going on for over a year with multiple work orders submitted. We asked what will be different now, and we're told that corporate is now involved and all issues will be resolved. Why should we be forced to go to this level for resolution on simple work/repair requests? Not only that but after the unprofessional repairs and responses in the past, I am now supposed to trust the health of my family to technicians that don't care about our health to come in and repair water damage and prevent the spread of mold in the drywall of our walls, ceiling and carpeting?  Would it not be easier to complete these repairs without a family living in the home?Our suggested best solution is to release us from the lease, this will allow us to move into a safe and healthy environment for our family and allow the necessary repairs to be accomplished without endangering anyone in the home. I have attached some of the photos of the mold that is now in our home. If you would like I will also take photos of the front shutters that were destroyed in the massive hail storm that hit San Antonio on 12 April, that have yet to be replaced as well as the fact that the drywall has been exposed to outside elements, and leaving openings to the pests and critters that live in the area (bugs, mice, rats, birds, snakes,etc.) that have had access to the areas inside the wall for the last year.  I feel we have been very diligent in trying to have these issues corrected/repaired short of paying out of pocket for them our selves, for long  enough. We would much rather be allowed to move out and move on.
Regards,
[redacted]

Our Resident Support team has made many attempts to contacted the Resident. We couldn't communicate a resolution about this compliant. Please contact [redacted] if you have any more question.

I have been renting from this company for 2 years. They go in and out of being efficient. I have had 4+ water pipes burst and now two years of HVAC problems. This time I have been sitting for now 3 days and it is not fixed. I have called and called and can never get anyone with a clue on the phone. You submit requests online and it takes weeks to get them done if you don't have to call them to get it done. The only people worth their pay in the Atlanta office is Chad and Sharon. No one else returns calls and even with this HVAC problem and it being almost 90 outside I call and they act confused every single time I call. "Did you submit your request online". No I called last night and they submitted the request! It was afternoon yesterday for the first guy to show and I called at midnight and had to call again at noon. The guy didn't fix it and I called last night at 8:30, it is 4:30 p.m. and I still have NO AIR. They hire inadequate construction teams that don't show up on time EVER. They try to take short cuts and charge Main Street for the full deal, when they get caught they lie... of course. During one of the pipe issues I had to prove to the office that I was telling the truth. The guy didn't know what he was doing and needless to say I was right. All in all I wish I could leave, I am only here because of the school district. After I signed my last lease our house was almost broken into. I called them and it took over a week to even get my back door fixed where someone tried to jimmy it open. I asked to get out of my new lease, no, I asked them to install security lights in the back..... A month later and still nothing and the new lease STILL hasn't even started.

Complaint: [redacted]
I am rejecting this response because:  I don't understand. There was never a response given.   
Regards,
[redacted]

Ms. [redacted],I regret that you feel you were mislead but our pet policy is, in fact, a $200 non-refundable pet fee per pet, with a maximum of two. Please see the attached MLS listing for the property you rent, which outlines our policy of $200 non-refundable "per pet".  Additionally attached...

is the Pet Addendum you executed listing only one pet and outlining that this is the only pet that can be allowed to reside at the property as of the date executed.  Also outlined is the fee for violating the pet policy.  I would ask that you reach out to the branch and work through adding your new pet to the lease and pay your additional pet fee to prevent further violation fees from accruing.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business asked me to take down the...

complaint before we even met with a manager to resolve this problem. In the end, we paid the other half of the rent, the late fees were taken off, and a 25% discount was offered for one month.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: For the record: My notice to vacate letter sent to and received by Main Street Renewal included my forwarding address as I had expected to have my security deposit refunded to me via mail. Obviously they did not take the time to read the letter and note this information.
The issue here has to do with Main Street Renewal and their collection agency, National Recovery Agency and their violation of the Fair Debt Collection Practices Act. Even though I dispute the validity of the $450.00 they claim is owed to them by me. I have decided to pay this amount to them in order to get this one collection item off my credit report that has marred my near perfect credit rating. Instead of accepting my offer to pay the alleged debt in lieu of having the collection item which was illegally reported to the credit repositories removed. Main Street Renewal has instead refused to send me a very basic letter or email stating in effect that once they accept my money they will have their collection agency delete the item from my credit report. Not "removed from collection" as stated, but deleted. Of course the alleged debt will be removed from collection once I send them a check there will be no further need for them to make contact with me. But, that does not mean the item will be deleted from my credit report which is the objective.
I have recently filed a complaint with the Texas Attorney General Consumer Protection Division and is awaiting their response. If they are unable to assist me, I will then file a lawsuit again Main Street Renewal and will use the own email against them as they have in fact acknowledged there was a miscommunication on their part. The fact that they do not want to correct their own error really say a lot about the type of organization they operate. Main Street Renewal has absolutely no regard for their own customers.
If they had sent me an invoice to the address in my notice to  vacate letter to them I would have paid it and the collection agency would have never been involved. Instead here I am dealing with an issue that was created by Main Street Renewal that they have refused to correct.
Regards,
[redacted]