McClure Trapping

The check has been sent to the new PM company on Oct10, 2017. Long & Foster Property Mgmt apologizes for the delay

In reviewing the individual’s file, there are several emails, notes outlining phone conversations and work orders, as well as property inspectionsThe emails and phone conversations were between multiple property management staff and the customerCommunication has been recorded in the file from
through October
Frequent, ongoing communication, specifically phone conversations, have been held between the customer and the Vice President of the Property Management Division, Long and Foster Real Estate, IncOctober 9th there was approximately an hour phone conversation with the Vice President and the customer, discussing the customer’s concernsThere had been a follow up call scheduled, which the customer ended up cancelling due to a scheduling conflictA message was left on voicemail October 16th in order to reschedule their call
Long and Foster Property Management is committed to working with the customer in an effort to resolve their concerns

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response and the previous response are both non-responsive
The only thing addressed were the smoke detectors, which I was originally charged $for and I provided proof of that in my last responseI was only reimbursed after I filed the Revdex.com complaint, which was several weeks after I sent two letters to Long and Foster’s HQ (returned receipt shows both letters were signed for) asking to be contacted by management above the property managerTo this point, I have not been contacted by anyone
She agrees she missed the light bulbs, the objects in the yard, chalking etcbut I have not been reimbursedI am looking for actual timelines on reimbursement of the repairs I have had to personally make, which exceed the $being heldThe excuse that it had snowed is not validThere was not inches of snow under the deckThe boards are very close and there was very little snow under the deckShe failed to look or did not go outside because you could see a child’s toy just under the deck near the stepsThe good news is that it is not too late, the trash under the deck and yard is still there and ready to be removed by Long and Foster
It is not my fault that two prior move out inspections failed make the tenant remove the metal storage shelf and tableThat just means Long and Foster failed to do their job and have it removed on a previous move out inspectionIt is still not my cost burden to have it removed as I did not leave it as part of the property for Long and Foster to manage and I don’t want it
I asked for legal input on industry standards for fair wear and tearLarge holes in the wall from hanging pictures, removal of decals or adhesives, and gouges in walls (or the basement floors for that matter) are not fair wear and tearWhile carpets are expected to be worn from foot traffic, tears in the carpet, animal stains, burn marks, ground in stains (large stains) are not fair wear and tearDoors with holes, cracks, off hinges, or off track are not fair wear and tearBlinds or curtains that were present when a tenant moves in must be there when the tenant leaves unless the tenant gets permission from the landlord or agent to remove them, basically like painting a room, etcOtherwise the tenant should have been charged for broken or missing blindsAll these items should have been charged to the tenant that caused the damage
I also still want copies of all the inspections I asked for in my last response, including this last move out inspectionI have given Long and Foster more than enough time to provide information that they claim I have not given them time to provideIt is approaching two months since the inspection was competed
I am a reasonable person but I am not being offered reasonable solutions to resolve anything beyond the smoke detectors
Regards,
*** ***

Long & Foster received the above-reference customer complaint and appreciates the opportunity to respondWe are deeply regretful for the comments expressed by the customerAs with every client, the management division strives to meet the needs of the clientsLong & Foster values every client’s opinion, but unfortunately there will be times where there will be differences and an agreement cannot be reachedNo further comments will be made

Long & Foster will provide a response, however, this is the first we are hearing from the Revdex.com regarding this complaint. When was the first email sent to me regarding this complaint? Tell us why here

I am sorry [redacted] does not accept our response, but we continue to stand by our response and wish him the best.

rom: Long & Foster Property Management To: [redacted], The Revdex.com SUBJECT: COMPLAINT # [redacted] Dear [redacted], Long & Foster received the above-reference...

customer complaint and appreciates the opportunity to respond. We are deeply regretful for the comments expressed by the customer. This is a dispute about a security deposit refund which was processed within the timeline set forth by the state of Maryland. Long & Foster values every client’s opinion, but unfortunately there will be times where there will be differences and an agreement cannot be reached. No further comments will be made.

A check was mailed to [redacted] on Dec. 16th which should cover his concerns of the hardwood floors.  We apologize for the miscommunication and hope we can be of service again in the future.

It is alway Long & Foster's goal to provide the best possible service.  At the time the application was submitted, the prospective tenants were told the owner was going to take time to make a decision. We apologize for the delay and will be refunding the application fee to the...

address listed in your complaint.
Thank you for your feedback and hope to be of service to you in the future.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hi,I need to amend my complaint.  Long and Foster finally replaced the dryer.  It took 24 days from initial notification.Thank you[redacted]

We would like to respond to the complaint, but need a few more details. The name of the agent and office that handled your listing and property address. Thank you!Tell us why here...

Dear [redacted],   I apologize that your experience with the team has been as challenging as you expressed in your complaint.   I checked your statement and of the $1900 Long & Foster has collected in rent, you were sent $903 as an owner draw.   You will be receiving the $750...

which was in your operating balance as well as the $95 setup fee.   Long & Foster will retain the $152 management fee for the month of August.   Again, I apologize for any challenges, inconvenience and frustration you have experienced with the team. Joseph A. President Long & Foster Property Management and Resort Rentals Long & Foster Real Estate, Inc.

The property was with Long & Foster Property Management from
2007 – January 31, 2016. During this time period there had been 4 separate
tenants with little maintenance to the property for upkeep. Most maintenance
issues that were addressed was a tree removal, exterior maintenance,...

HVAC
repair and a few appliance repairs most that were covered under the owners home
warranty policy. The carpet, paint and wallpaper are well over 9 years old and
have exceeded their life span. The Owner was provided annual surveys of
the property as stated in his management agreement.
 
[redacted], did not provide the opportunity for my team to give
him the full details of the house upon the move out inspection report.  At
no time did we inform the owner that the security deposit had been disbursed.
 
The security deposit was not disbursed to the past tenant until
March 17, 2016 and management is still holding $100.00 for minor tenant
repairs.
Tenant responsible for smoke detectors batteries which were
replaced on 2/9/2016-Tenant was charge and owner reimbursed on March 17th for
the charge.Replacement of 2 light bulbs. Possibly minor pick up of planters left behind and caulking of
the tub
Note: We contacted Virginia American Water regarding the water
bill the [redacted] provided, the bill is for the February-March service as
they bill in advance. This bill is not the past tenants responsibility. The
last tenant’s last day of service was 1/31/16 and the final bill was $33.89
which was paid in full by the tenant on February 12, 2016.
Items listed by owner that need to be addressed:
 
House cleaning- tenant provided professional cleaning receiptCarpet cleaning-Tenant provided professional cleaning receipt
(carpets over 10 years old & had 3 prior tenants)Closet door- there was no damage to the door at time of move
out.Shower head- this would not be the tenants responsibility
(original to property) Light globe- was missing at time of move in (missing for 2
tenancies)Kitchen faucet- this would not be a tenant’s responsibility. Register in kitchen- this would not be a tenant’s responsibility.Metal storage & other items- When doing the walk through it
appeared they belonged with the property since they were document on the prior
two tenants move out.  Trash- inspection was done on January 29th and we had the
blizzard on the weekend of January 23, there was 14 inches of snow on the
ground and could not see any trash or under deck.When tenant took possession of the property there were several
burnt out light bulbs in the property. Tenant could not be held responsibly.
Property sat vacant from August 31, 2014-February 2015 before tenant moved in. Coat closet door- no documentation of there ever being an issue
with the door. Found no issue at time of move out or second walk throughGouge in wall- was noted on move in inspection- property has
original paint throughout with the exception of minor touch up painting. Paint
is over 9 years old. Considered normal wear & tear.Doors throughout- again property has original paint through out
to include baseboards and doors. Normal wear and tear. Mini Blinds- are original to the house. Missing blinds and
incorrect size were in place prior to tenant taking possession. When they were
removed and incorrect size install I have no records of.  We have always
considered the plastic inexpensive blinds in as is condition if they broke then
they would not be replaced by either the owner or the tenant. Stair railing/Cabinets- I have no records of loose cabinets,
however these items are normal upkeep that would have been the owner’s
responsibility.
After reviewing the file from what I can see the only repairs
authorized by owner since 2013/16 was either home warranty claims or tenant
charges. The owner did not keep up the general maintenance of the property.
Property has normal wear & tear as expected over 9 years of tenancy.
 
We feel all claims and accusations are unwarranted.

We have been in contact with the customer and resolved to her satisfaction.  Installation of the system will occur on Saturday, 12/23.

Tell us why here... The shed was thought to be on a bank owned property.  The shed doors opened to the back of the bank's home. When the bank appraisers, etc, inspected the home, everyone thought it was on the bank's property. The property owner that the shed is...

owned by contacted  Long & Foster months after it was emptied by the bank. Long & Foster immediately contacted the bank. The bank agreed to give the homeowner a monetary settlement. The bank has an attorney writing the release, and as soon as it is signed, the homeowner will receive a check. It is our understanding that the tenant (who filed the complaint) is concerned about her smoker.  She should contact the owner who arranged the settlement with the bank.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

From: Long & Foster Property Management To: [redacted], The Revdex.com SUBJECT: COMPLAINT # [redacted] Dear [redacted], Long & Foster received the above-reference customer complaint and appreciates the opportunity to respond. We are deeply regretful for the comments...

expressed by the customer and have immediately resolved the issue. No further comments will be made.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  Long & Foster refuses to engage in mediation, as per the terms of our contract dated February 2014.
Regards,
[redacted]