Mosaic Properties

Below is a copy of what I emailed to the tenant in response to her complaint.  She emailed me back today 3/25/14 and accepted my option of a payment plan for the over due late fees.  In my opinion this should show that her complaint was not based in what actually transpired and we did not...

do as she said.Thanks!Hi [redacted],I apologize for the delay in responding to you. We did accept your March rent and stopped late fees as of the third of the month (the day we received the payment) so even though my response was delayed please know it didn't mean we were continuing to charge fees. I wish that I or my staff could have waived the late fees earlier this month and we wouldn't now be here with you so frustrated with us. [redacted] has no ability to waive any fees as he must follow the lease for each tenant the same and not show preferential treatment to anyone. This is why he wasn't able to accommodate your request when you spoke to him.In January, we sent out an email with balance due ledgers to all tenants. This letter clearly outlined that we were no longer able to accept payment less than the full amount due and would be enforcing the lease in regards to due dates, late fees, payment types, etc. We also included your current balance due of 30.00 and asked that you pay it with February's payment.In February, we didn't receive the 30.00 nor rent on time. We didn't reject the payment as we said we would in the letter you were sent in January as we wanted to give you time to comply.  In March, the same thing happened and this is where we had to treat you as we are treating each tenant and enforce the lease and ask that you pay the full amounts due. Sending a five day wouldn't have been the right thing to do as a five day notice is for non-acceptance of rent. We accepted your rent in February and in March, we had hoped that by calling you in March and notifying you of the missing amount due for each month rent was paid late, we could avoid rejecting rent and the additional costs a five day would incur. I understand that you believe that we should notify you of any balance and we did do so in January. It is not our policy to notify each tenant of balances every month nor is it a requirement of ARLTA that we do so.  There are a couple reasons for this 1. We don't allow balances to carry over so if a tenant has a balance, it is something we handle individually with each tenant at the time it becomes apparent they didn't pay in full  2. Each tenant has access to their online portal which shows their balance due and is up to date each day and it is the tenant's responsibility to pay in full each month.We are not able to waive the late fees as we have many tenants who don't pay rent per the lease and as I mentioned at the onset of this letter, we can't decide that one person who pays late deserves to not pay late fees while others do.  The fees are due to rent being in on the third, and while I take responsibility for how my staff spoke to you, I can't waive late fees for that reason. I can and have since spoken to [redacted] and can assure you that he understands that he needs to do a better job helping the tenants understand our policy without being perceived as sarcastic or belittling. I know that the resolution you are seeking is a removal of the fees and since I am not able to do so, you may still be frustrated with us.  I wish there was a way we could amicably solve this while remaining compliant with the lease, but the only option we have at this point is a payment plan for the late fees due using [redacted] guidelines for re-payment. If this would help, I am happy to set it up for you.I am sending in a second email a current ledger showing your balance due for April 1st. The outstanding amount due is 90.00 plus your normal rent and tax.I will forward this email to the Revdex.com and the ** office along with a copy of the letter and ledger sent in January and a copy of our lease so they can see our response to your complaint is that we are not trying to be misleading or non-compliant but have to uphold the lease even when the tenant feels we aren't being fair.If you have any questions or would like to discuss further, I am available by phone, email or we can set an appointment to meet at our office. Thanks,[redacted]

At Mosaic Properties, we believe that problems are best solved when each side takes the time to listen and understand the dynamics of the situation.  From this reaching a amicable resolution happen naturally and everyone learns and grows from the conversation. At times, part of the resolution may mean that Mosaic Properties offers a show of goodwill by agreeing to refund or discount the fees our clients have paid.There are times though that the details our client (past or present) shares with us do not match verifiable facts or agreed upon contractual obligations. When this is the case, we communicate our findings in a professional manner and explain that while customer satisfaction is of utmost importance to us, we do not offer refunds or goodwill adjustments in this type of situation. We will work to understand what has led to the communication breakdown and will present a plan for moving forward. Should the customer not agree with our findings or plan, we will take the time to review again and ask for third party opinions but in the end, if a customer is using sensationalism to make their case, we will not allow them to undermine the hard work of our employees or lead to higher pricing for our customers who do not resort to such tactics.In regards to [redacted] Revdex.com complaint, she has communicated inaccurate details to try to force Mosaic Properties to change what we have communicated to her over 5 months ago. She has also recently taken to internet review sites to post reviews using details that contradict her statements made in this complaint but are also just as inaccurate.We are attaching 11 files in support of our findings that we can not find claim to [redacted] suggestions of our lack of communication and marketing. We are also attaching further documentation about her first claim complaint (but changed after our response) that she is owed a sum larger than provided to us.We noticed that the attachment [redacted] uploaded last lacked any dates. When taken in the context as she shared it could support her position, but when taken in the actual time of months between and different subjects it means something much different than what [redacted] shared. With that in mind, we are including the same email conversations as attachments, but ours include the dates. Should there be any questions, please let me know.  I have spent time reviewing our decision on this back in September when she asked, again in December and January when her fiance asked and again when she emailed and I left messages to discuss, so I am very in tune with the background that led to our decision.Thank you.[redacted]

We took on management of this home right after [redacted] purchased it as an investment property from a Realtor outside our organization.   The decision on where to price a home is always one that the owner controls and not our staff. We provide information and market expertise, but in the end,...

the owner's financial and investment plans are often why a property is listed higher (or lower) than we or the market suggests.Our contract with [redacted] lasted for 5 months, not the 8 months she has listed here.  In that time frame, her Property Manager, his supervisor and other employees spoke with her constantly, visited the home many times outside normal showing and scheduled visits and did everything they could to market the home to as large of a number of people as possible.  The communication we had with [redacted] was not just about lowering the rental rate, but as we monitor comparable listings and see market changes, we do provide that feedback and suggestions.  We also suggested that a home of this size and in this price range is hurt by the lack of completed back yard. We provided bids for a backyard landscaping in [redacted] budget as well as completed several out of the box marketing ideas that were an additional expense to Mosaic Properties but part of the process of marketing some homes.  [redacted] was aware of all of this and over the course of the 5 months, her and her PM shared over 130 emails and were in constant communication. [redacted] decided to approve a  price drop to what we felt was the right price for the market, and then cancelled on us 10 days later, we were not able to provide a tenant at that price given the very short amount of time.  Her new company actually rented the home out for 50.00 less than our last price and it took 43 days on market and one price drop of 50.00 for them to find a tenant.  Please see the attached MLS from her new management company showing this.We had explained to [redacted] several times since she canceled why the 395.00 start up fee would not be refunded to her.  In the 5 months we had the property, we worked diligently on advertising and marketing the home and while we ultimately did not get a renter, we make no guarantee that we will or that the start up fee is refundable and based on the final rental price of 1850.00, the lack of applicants was based around the rental rate and not our marketing efforts.We also explained to [redacted] that we couldn't communicate with her then fiance.  He was not on the contract or on the tax records and we are unable to take direction from an outside party.  No one hung up on him at any time, but we did try to explain why we couldn't take his direction and when he didn't hear what he wanted we asked to end the conversation as it was going nowhere.We also did call and email [redacted] several times after her cancellation to respond to her requests for a refund. We have never ignored her, but we have not been able to agree to refund the money and she continues to call and email asking.  I personally left her a message in January and February with no return call.The decision to retain our start up fee was not a choice to financially hurt Ms. Garcia.  We had an agreement, we feel that we upheld our agreement and no personal feelings were taken into account when [redacted] cancelled and we chose to not refund her money that had already been spent.  We manage homes for many active and retired military families and our own employees have either served themselves or their spouses have served for our country so the assumption that we are doing this to be against our military is something we take objection too.  We made the business decision to uphold our contract based on proof of constant communication, strong marketing and a home that wasn't rentable by any company until it reached a certain price point.I also am not sure how [redacted] got to her dollar amount of 650.00 she feels she is owed back.  THe start up fee was 395.00 and she provided a 300.00 reserve.  She approved a rekey of the home at a cost of 295.00.  This amount came out of her reserve and left a balance of 5.00 owed to her which was sent via ACH after her cancellation was processed.  I am attaching a statement showing the dollar amounts, the MLS from the new company showing the rental days on market and final rental rate and our rental MLS showing the days on market as being 5 months, not 8.Thank you and please feel free to contact me with questions.  [redacted]

At Mosaic Properties, we believe that problems are best solved when each side takes the time to listen and understand the dynamics of the situation.  From this reaching a amicable resolution happen naturally and everyone learns and grows from the conversation. At times, part of the resolution may mean that Mosaic Properties offers a show of goodwill by agreeing to refund or discount the fees our clients have paid.There are times though that the details our client (past or present) shares with us do not match verifiable facts or agreed upon contractual obligations. When this is the case, we communicate our findings in a professional manner and explain that while customer satisfaction is of utmost importance to us, we do not offer refunds or goodwill adjustments in this type of situation. We will work to understand what has led to the communication breakdown and will present a plan for moving forward. Should the customer not agree with our findings or plan, we will take the time to review again and ask for third party opinions but in the end, if a customer is using sensationalism to make their case, we will not allow them to undermine the hard work of our employees or lead to higher pricing for our customers who do not resort to such tactics.In regards to [redacted] Revdex.com complaint, she has communicated inaccurate details to try to force Mosaic Properties to change what we have communicated to her over 5 months ago. She has also recently taken to internet review sites to post reviews using details that contradict her statements made in this complaint but are also just as inaccurate.We are attaching 11 files in support of our findings that we can not find claim to [redacted] suggestions of our lack of communication and marketing. We are also attaching further documentation about her first claim complaint (but changed after our response) that she is owed a sum larger than provided to us.We noticed that the attachment [redacted] uploaded last lacked any dates. When taken in the context as she shared it could support her position, but when taken in the actual time of months between and different subjects it means something much different than what [redacted] shared. With that in mind, we are including the same email conversations as attachments, but ours include the dates. Should there be any questions, please let me know.  I have spent time reviewing our decision on this back in September when she asked, again in December and January when her fiance asked and again when she emailed and I left messages to discuss, so I am very in tune with the background that led to our decision.Thank you.[redacted]

To Whom it May Concern,

As a business who deals with customer service when working with both owners and perspective tenants, we try our best to approve or deny applicants in a timely manner. It is most important that we treat everyone the same in regards to Fair Housing Laws and our company...

policy. We do our best job working with perspective applicants, but ultimately, our Owners make the final decision on who they accept as tenants in their property. In this case, the Owner chose to approve another, better applicant who then backed out of moving into the property, hence why the property was still available 50+ days later as the complaint states. Here is the timeline of events that transpired that led to this complaint.

7/24 - Applicant and Father Applied at 4:12 PM and 11:13 AM respectively

7/25 - Previous Landlord did not return Rental Verification and Applicant was Called to explain what else we needed to send application for approval

7/25 - 7/28 - Office is Closed on the Weekend. No calls were returned to us

7/28 - After neither answered our calls from before the weekend, we left voice mails again for both. At the end of the day, we still did not have answers, so we presented the application to the owner

7/30 - Owner had 2 applications to choose from. Another application was selected and this applicant was denied

7-31 - 8/1 - Called Applicant several times to Explain applicant was denied and see if they wanted to transfer application to another property. Had to leave voice mails to call us back, which took several days

In this, as well as every case, we have someone who works tirelessly on every application. The Leasing Coordinator is in constant contact with those perspective tenants throughout and keeps them informed throughout the process. This application was submitted on 7/24, a Thursday. Since our office is closed on the Weekend, we tried everything in our power to present this application before the weekend. Since we did not receive a valuable piece of information (Rental Verification) and could not talk to the applicants until after the weekend, there is nothing we could do to complete the application and present it to the owner before Monday. As you can see, the process took about a week from start to finish. If the applicant and Father were more available by phone, this could have been completed exponentially faster. 

The application fee of $35/applicant over 18 years of age is used for the credit/background check and the time and effort it takes to gather other vital information needed. Our application states the application fee of $35 is non-refundable. We asked them to transfer to another property that was available, in which they wouldn't have been charged another application fee. I don't feel right about refunding application fees in this case because of the lack of communication the applicant had with us throughout the process. We continually try to improve our process to streamline the time it takes to present an application to an owner, but the applicant needs to communicate and give us sometimes the information we did not receive in the application or from their former Landlord. In this case, I feel the only reason the process took as long as it did was because that lack of communication and response from the applicant and Father. The process did not even take 10 days, let alone 10 days just to hear a response as the applicant claims in their complaint. If you need any additional information, please let us know. Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am requesting screen shots of my phone number being called on all of these supposed call dates mentioned.

It can easily be proven by accessing the call activity online and doing a screen shot of when I was supposedly called all of

those times.

I guarantee they won't be able to provide them. All corespondence with this company was done with numbers that began

with [redacted]. A screenshot of either their cell phone call logs or mine will show there was no contact

from this company after Monday 07/28 and that their reply to my complaint is full of lies, as I expected.

The only thing correct is that both my dad and I  applied on 07/24. I will attach here a photo of my call logs from when

they finally got back with us on Monday 08/04. That is 11 DAYS

FROM THE TIME WE PAID. It sounds to me like they chose another applicant and just blew us off

and when that applicant backed out they tried to offer it to us again on 08/04. 

Would anyone believe for a minute that WE were the ones who held things up when we had to be out of

our old house in just a few days, in a desperate situation, facing angry new occupants who need to move in?

Does it make any sense whatsoever that WE would not call them back RIGHT AWAY with the kind of stress we were under

to find a place with such little time left? I expected them to respond and lie but to say that WE were

the ones at fault for the delay is beyond ridiculous and I doubt anyone who reads this complaint will buy that story either.

After we paid on Thurs 07/24 there was plenty of time to qualify here by the end of the month. They called back

on Fri 07/25 with "a few small questions" so I called them and answered them. Then on Monday 07/28 they called

again wanting to ask "a few more small questions". This wasted a few days right there. The questions required by

this company are so ridiculous they even require you to provide your cats name on the application.

After answering her questions on Mon 07/28 she said "Okay then, we have everything we need from you now so

we'll go ahead and get this submitted to the owner for approval right away. Then they just blew us off. There

was no contact until the following Monday on 08/04. We had to be out 4 days before that.

When I first contacted them they told me this property was HOT and that they had MANY inquiries for it, so if we 

wanted it we'd better put in an app right away. So, how is it then that almost 2 months later it's STILL not 

leased out? This clearly proves either a total incompetence on their part or that they're just milking the property

for as long as they can to keep raking in a ton of $35 app fees. My guess is the latter.

It's unethical to charge people who desperately need to get into a place right away and then leave

them hanging for so long.  When you charge for a service a reasonable amount of time is expected.

The property we ended up going with charged us one $20 app fee and we had keys in 2 days. Mosaic charges $35 PER

EVERY OCCUPANT OVER 18 which is unethically greedy and then takes 11 days to approve or decline you? 

That much time is beyond anything reasonable and we deserve a refund here not a bunch of lies and even more

frustration.

If they refuse to provide proof of the supposed calls after 07/28 I can provide my call activity to show there were none

until 08/04. 

Regards,

Below is a copy of what I emailed to the tenant in response to her complaint.  She emailed me back today 3/25/14 and accepted my option of a payment plan for the over due late fees.  In my opinion this should show that her complaint was not based in what actually transpired and we did not...

do as she said.Thanks!Hi [redacted],I apologize for the delay in responding to you. We did accept your March rent and stopped late fees as of the third of the month (the day we received the payment) so even though my response was delayed please know it didn't mean we were continuing to charge fees. I wish that I or my staff could have waived the late fees earlier this month and we wouldn't now be here with you so frustrated with us. [redacted] has no ability to waive any fees as he must follow the lease for each tenant the same and not show preferential treatment to anyone. This is why he wasn't able to accommodate your request when you spoke to him.In January, we sent out an email with balance due ledgers to all tenants. This letter clearly outlined that we were no longer able to accept payment less than the full amount due and would be enforcing the lease in regards to due dates, late fees, payment types, etc. We also included your current balance due of 30.00 and asked that you pay it with February's payment.In February, we didn't receive the 30.00 nor rent on time. We didn't reject the payment as we said we would in the letter you were sent in January as we wanted to give you time to comply.  In March, the same thing happened and this is where we had to treat you as we are treating each tenant and enforce the lease and ask that you pay the full amounts due. Sending a five day wouldn't have been the right thing to do as a five day notice is for non-acceptance of rent. We accepted your rent in February and in March, we had hoped that by calling you in March and notifying you of the missing amount due for each month rent was paid late, we could avoid rejecting rent and the additional costs a five day would incur. I understand that you believe that we should notify you of any balance and we did do so in January. It is not our policy to notify each tenant of balances every month nor is it a requirement of ARLTA that we do so.  There are a couple reasons for this 1. We don't allow balances to carry over so if a tenant has a balance, it is something we handle individually with each tenant at the time it becomes apparent they didn't pay in full  2. Each tenant has access to their online portal which shows their balance due and is up to date each day and it is the tenant's responsibility to pay in full each month.We are not able to waive the late fees as we have many tenants who don't pay rent per the lease and as I mentioned at the onset of this letter, we can't decide that one person who pays late deserves to not pay late fees while others do.  The fees are due to rent being in on the third, and while I take responsibility for how my staff spoke to you, I can't waive late fees for that reason. I can and have since spoken to [redacted] and can assure you that he understands that he needs to do a better job helping the tenants understand our policy without being perceived as sarcastic or belittling. I know that the resolution you are seeking is a removal of the fees and since I am not able to do so, you may still be frustrated with us.  I wish there was a way we could amicably solve this while remaining compliant with the lease, but the only option we have at this point is a payment plan for the late fees due using [redacted] guidelines for re-payment. If this would help, I am happy to set it up for you.I am sending in a second email a current ledger showing your balance due for April 1st. The outstanding amount due is 90.00 plus your normal rent and tax.I will forward this email to the Revdex.com and the ** office along with a copy of the letter and ledger sent in January and a copy of our lease so they can see our response to your complaint is that we are not trying to be misleading or non-compliant but have to uphold the lease even when the tenant feels we aren't being fair.If you have any questions or would like to discuss further, I am available by phone, email or we can set an appointment to meet at our office. Thanks,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Hello,

To reiterate what our previous response said and respond to [redacted] new complaints:

[redacted] applied on the late afternoon of the 24th.  We responded with questions on the 25th and again were in communication on the 28th.  We do not work after 5:00 PM or on weekends, so the dates of our questions were not to waste time, but based on when the questions came up as well as our business hours. I also find it interesting how his original complaint states we took a week to get back to him to ask the questions, but in his follow up complaint, he states we responded to him with questions within 1 day of receiving the application.  

We ask "ridiculous" questions like pets names in the application because these are things required in our lease and it makes sense to gather this information up front. We also charge a very standard application fee for our industry and the reason we charge everyone over the age of 18 is because there is a cost associated with each individual report.  We do not choose which applicants to screen, if you are over 18, you are screened.  We agree that there are other companies or individual owners with lesser application fees or more relaxed standards on screenings. This doesn't mean that anyone who does differently than his new Landlord is greedy, or a scammer, it means we all base our processes on different guidelines. 

The reason [redacted] saw the home sit for so long after he was denied was because the applicant that was approved instead of [redacted] had a later move in date.  The home was off the market starting at the approval date and until the day the applicant backed out we did not accept any other applications - or fees - on the home. His claims that we allow our homes to sit so we can "rake" in application fees instead of rent are truly nonsensical.

I am attaching a copy of our application terms and conditions as well as a screen shot from our website showing that the application fee is non - refundable.  We will not be changing our stance on the refund as we did not, at anytime, do any of the things [redacted] is accusing us of or using to justify a return of a non-refundable charge.

Thank you.

[redacted]Owner - Mosaic Properties

To whom it may concern,We are in receipt of the [redacted] complaint made by former tenant's, [redacted] and Maria [redacted], for the property [redacted].  We are sorry to hear that even after our email correspondence with the tenant discussing why the deposit was disbursed...

the way it was they are still asking for money back.  Hopefully our explanations here will help bring closure to this situation.In their complaint, the [redacted] left out several important facts in stating why they feel they are owed money.1. The home was professionally cleaned prior to move in with receipts to prove such.2. They didn't mention that they applied and asked to move in the same day.  This meant that if we were able to obtain quick approval on their application, they had to take the home as/is as we would have had no time to do any final minor repairs we would have found when doing our final walk through.  They agreed to taking the home as / is and didn't list any concerns or requests on their application.3. They stated the carpets had to be replaced.  We had already had an approval to replace carpets and wanted to do it before a tenant moved in.  Because the lease started so quickly, the already approved carpet replacement was done after they took occupancy, but the decision to replace carpets was not because they asked for it. 4. The credit for the toilet was only asked for after lease end and several months after the repair was requested. There is a process outlined for asking for repairs or credits and this wasn't done or brought up until after the move out. We can't then issue a rent credit when rent is no longer being charged. Also, because the home had one working toilet and we were actively working on the repair, a credit in the amount she was requesting would have most likely been denied.5.The [redacted] completed an online application on November 5, 2013 and wanted to move in immediately. They understood the home had a few minor repairs needed..  We stated that as a professional management company, we ask for at least a few days between application approval and lease start date to handle any final minor repairs. Even though we were upfront about the home being as / is if occupancy was to be taken the same day or next, [redacted] said the home was fine as/is.   Within 1 day of seeing the home and submitting her application, the lease was signed  and occupancy was taken.  As stated up front the home was taken as / is and was agreed to in the signed lease. Even in taking it in as / is condition, the home was livable and needed very minor repairs that didn't effect habitability. Even after they agreed to take the home as / is they still submitted many maintenance requests that were not considered necessary but we fixed in good faith.For more detail on why we denied the refund requests:On the request to be refunded the cleaning fee: Every approved applicant pays a $200 upfront, nonrefundable cleaning fee, this fee is separate from their deposit and is clearly outlined in all advertising, the lease and a separate addendum they sign at lease signing.  If a tenant chooses to clean above and beyond what is required at move out (and stated on the addendum signed) this does not then entitle them to a refund of the fee.The only charge we kept from the deposit was the 75.00 for carpet cleaning not done by tenant prior to move out.  We understand that the [redacted] think this shouldn't be taken from their deposit, but unfortunately we must treat all tenants and leases the same and can't not charge them when they don't clean the carpets as agreed to but then charge all other tenants. .We also don't take into account how the carpets are or aren't used as we could never independently verify this and it would create concerns when upholding the lease and deposit disbursements.To address the request for $200 for the hall bathroom toilet repair - After a lease end and deposit disbursement there is no ability for us to then negotiate a credit for a repair done months earlier. We apologized profusely for the delays when they were happening and not once was a credit requested. Had the [redacted] thought they were owed compensation, this should have been handled during the lease term and repair time frame.  We still understand the frustration that she felt from only having 1 toilet to use while the repair was being done, but the request for compensation was denied and we apologized again when asked.In closing, we feel we acted appropriately by only taking $75 from the deposit for the carpet cleaning that was not completed.  We are sorry that we couldn't provide what the [redacted] asked for, but we must remain compliant with Fair Housing, Arizona Landlord Tenant Act and the lease with all tenants, regardless of their individual comments on our procedures.If you have any other questions, please let us know[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

All of what Mosaic wrote is just a bunch of words to cover up the fact that they did not work diligently for the $395 start up fee. They did not market the property correctly and they are the ones that told me how much to list it for based off their market comparable. As you can see here in the attached I was very upset with their tactics since the beginning. I still want my $300 back, they did not earn it nor do they deserve to keep the money. This is an untrustworthy company and they are keeping money that they know they did not earn. I want my money refunded for their false advertising.

Regards,

Hi - I am a little confused because I responded to this about 2 hours ago, so I am not sure if this is a different complaint and my response wasn't seen or just a timing thing.I have already emailed the invoice and an apology with resolution to Ms. [redacted] and requested the 84.00 refund...

(100.00 - 6.00 for keys and 10.00 for power on her [redacted] card) from our accounting office.  I am just waiting on an address from the client so I know it gets to the correct place.  A copy of my previous response is below (and also emailed to client)I want to apologize for the lack of communication from my team that led you to be frustrated.  I see emails back and forth between you and your property manger and a specific request from your property manager to our maintenance team to get you the cleaning invoice and our maintenance team did not follow through.  That is our fault and something I have spoken with them about just now.  I have a copy of the invoice for you and will forward it to you via email right now.The 100.00 you are referencing that wasn't refunded had to do with three items - 1. 6.00 was used to make key copies (per the management agreement) and were left at the home when we closed it out.2. We refunded a 35.00 application fee to a applicant who applied the same time you took it off the market.  We refunded them their fee, but  our system took the money out of your funds instead of the applicant funds, so the 35.00 was withheld from you when we closed out your property.  I have fixed this and have the 35.00 ready to send you.3. 59.00 - When the cleaners went to clean your home there was no electricity. They saw you had a [redacted] account so they drove to a recharging center and placed money on your [redacted] in order to clean the home. This drive time and electric cost amounted to 59.00  The cleaners relayed this to our maintenance staff but they did not relay this to you until your Property Manger emailed you about it on July 3rd.  Our normal procedure is to always notify owners right away of any extra charges so they are in the loop and can choose to approve or deny them.  I apologize that in this situation, our maintenance team made this approval without your consent and this was also discussed with them today. I understand your frustration around this though and will be happy to refund you the trip charge our cleaners charged us to recharge the [redacted] card as a goodwill gesture.The last frustration you had was in regards to the level of cleanliness the cleaners left the home.  I know your Property Manager asked for details on July 3rd in regards to the problems so that we could address them with the cleaners.  If you could reach out to me to share the details, I can pass it on the cleaners and see what I can work out with them to compensate you for their lack of a professional cleaning.Again, I apologize for these items and that it led to you having a negative experience with us.  I take pride in the company we have built and to have you walking away feeling like you were scammed means we didn't live up to our commitments and that is not acceptable.  I will be sharing your experience with our entire team tomorrow morning as a growth opportunity for all of us.If you could please respond to my email with the best way to get you your refund, that would be great.Thank you,[redacted]

After renting from them for several years I felt the need to write a review. They have always responded timely and took care of any maintenance that was needed at our rental. I would definitely recommend renting from them to friends.

Review: I found an apartment listing of Mosiac Properties through [redacted]. The house was the perfect price and location. I tried scheduling 2 viewings through their online portal. Both were declined. I tried calling the office multiple times and did not receive a response. I then had to email Mosiac Properties asking if anyone worked in the office. I let them know that I had called several times and that if I did not hear back I would leave a nasty review on [redacted]. This finally got their attention. [redacted] called me the next morning and scheduled an appointment with me over the phone. The very next day I got an email saying my 3rd scheduled appointment was canceled. I tried calling the office again. No response. I had to email again to get their attention. Finally we got to see the house and we loved it. We went home right away and applied for it (each application was $40). I called the next day around 2pm to ask about my application. [redacted] said she was waiting on approval from the owner of the house. She gave no other information. I called again the next day and spoke with [redacted]. She let us know that our applications were approved however the owner chose to go with a different applicant. [redacted] admitted to running our credit knowing that we would not be chosen for the apartment. I asked if we could have our money back because that seemed very shady and unprofessional. She said "no we already ran your credit and another business has your money." I personally work in the property management industry and I know that is not how it works. I also know it costs about $10 to run an application and the rest is profit. At this point I am furious that I have been ignored and had to call multiple times just to find out they created a loophole to keep my money. I asked to speak with her manager and she gave me her Broker, [redacted], phone number. I spoke with [redacted] who was very polite and at first agreed that is not how they should do business. I asked if she could offer me any solution like contacting the credit company to remove the inquiry or to refund my application money. She declined both. She did not seem interested in finding any solution for me.Desired Settlement: I would like Mosiac Properties to (a) contact the credit company and remove the credit inquiry and (2) return my application money because they wrongly processed my application knowing I would not be chosen for the house.

Review: From what seemed to be a great start everything began to fall apart quickly. Mosaic property manager, [redacted] had a selected price of 2695. After a period of time we dropped the price based on a new property manager they assigned me to named [redacted] advice. Not only once but every month seemed to be the same story. I was told we needed to be at a lower monthly price if we wanted to be competitive and get tenants moved in immediately. We dropped our price multiple times, much lower then what's fair. Even at their asking price they were still unable to provide us anybody to move into the house. Mosaic properties had our house on the market for a ---8--- months and failed miserably at finding tenants. This was a lack of effort in marketing and constant communication from what we were told to expect. They over promised and under delivered. Upon frustration, and loss of money with Mosaic properties, I searched elsewhere and hired another company. This new company immediately found us multiple tenants at a higher monthly price than what Mosiac said was possible. Therefore you wasted my time and took advantage of my hard earned money. I wanted a full refund based on their lack of work and so called marketing. Who is the owner of Mosiac? This is not how anyone should be treated let alone a person in the military swerving this country so you can live free. What a disgrace. I know they can easily refund my money, they are making a choice to financially hurt me, an actively serving air force airmen, instead of doing what is ethically right. I expected to see a refund of the $650 that I paid and I received nothing. They will not return any of my phone calls. I even had my husband call and they just hung up on him. DO NOT USE MOSAIC PROPERTIES to rent your house!Desired Settlement: I want my $650 back and an apology would be nice as well.

Business

Response:

We took on management of this home right after [redacted] purchased it as an investment property from a Realtor outside our organization. The decision on where to price a home is always one that the owner controls and not our staff. We provide information and market expertise, but in the end, the owner's financial and investment plans are often why a property is listed higher (or lower) than we or the market suggests.Our contract with [redacted] lasted for 5 months, not the 8 months she has listed here. In that time frame, her Property Manager, his supervisor and other employees spoke with her constantly, visited the home many times outside normal showing and scheduled visits and did everything they could to market the home to as large of a number of people as possible. The communication we had with [redacted] was not just about lowering the rental rate, but as we monitor comparable listings and see market changes, we do provide that feedback and suggestions. We also suggested that a home of this size and in this price range is hurt by the lack of completed back yard. We provided bids for a backyard landscaping in [redacted] budget as well as completed several out of the box marketing ideas that were an additional expense to Mosaic Properties but part of the process of marketing some homes. [redacted] was aware of all of this and over the course of the 5 months, her and her PM shared over 130 emails and were in constant communication. [redacted] decided to approve a price drop to what we felt was the right price for the market, and then cancelled on us 10 days later, we were not able to provide a tenant at that price given the very short amount of time. Her new company actually rented the home out for 50.00 less than our last price and it took 43 days on market and one price drop of 50.00 for them to find a tenant. Please see the attached MLS from her new management company showing this.We had explained to [redacted] several times since she canceled why the 395.00 start up fee would not be refunded to her. In the 5 months we had the property, we worked diligently on advertising and marketing the home and while we ultimately did not get a renter, we make no guarantee that we will or that the start up fee is refundable and based on the final rental price of 1850.00, the lack of applicants was based around the rental rate and not our marketing efforts.We also explained to [redacted] that we couldn't communicate with her then fiance. He was not on the contract or on the tax records and we are unable to take direction from an outside party. No one hung up on him at any time, but we did try to explain why we couldn't take his direction and when he didn't hear what he wanted we asked to end the conversation as it was going nowhere.We also did call and email [redacted] several times after her cancellation to respond to her requests for a refund. We have never ignored her, but we have not been able to agree to refund the money and she continues to call and email asking. I personally left her a message in January and February with no return call.The decision to retain our start up fee was not a choice to financially hurt Ms. Garcia. We had an agreement, we feel that we upheld our agreement and no personal feelings were taken into account when [redacted] cancelled and we chose to not refund her money that had already been spent. We manage homes for many active and retired military families and our own employees have either served themselves or their spouses have served for our country so the assumption that we are doing this to be against our military is something we take objection too. We made the business decision to uphold our contract based on proof of constant communication, strong marketing and a home that wasn't rentable by any company until it reached a certain price point.I also am not sure how [redacted] got to her dollar amount of 650.00 she feels she is owed back. THe start up fee was 395.00 and she provided a 300.00 reserve. She approved a rekey of the home at a cost of 295.00. This amount came out of her reserve and left a balance of 5.00 owed to her which was sent via ACH after her cancellation was processed. I am attaching a statement showing the dollar amounts, the MLS from the new company showing the rental days on market and final rental rate and our rental MLS showing the days on market as being 5 months, not 8.Thank you and please feel free to contact me with questions. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All of what Mosaic wrote is just a bunch of words to cover up the fact that they did not work diligently for the $395 start up fee. They did not market the property correctly and they are the ones that told me how much to list it for based off their market comparable. As you can see here in the attached I was very upset with their tactics since the beginning. I still want my $300 back, they did not earn it nor do they deserve to keep the money. This is an untrustworthy company and they are keeping money that they know they did not earn. I want my money refunded for their false advertising.

Regards,

Business

Response:

At Mosaic Properties, we believe that problems are best solved when each side takes the time to listen and understand the dynamics of the situation. From this reaching a amicable resolution happen naturally and everyone learns and grows from the conversation. At times, part of the resolution may mean that Mosaic Properties offers a show of goodwill by agreeing to refund or discount the fees our clients have paid.There are times though that the details our client (past or present) shares with us do not match verifiable facts or agreed upon contractual obligations. When this is the case, we communicate our findings in a professional manner and explain that while customer satisfaction is of utmost importance to us, we do not offer refunds or goodwill adjustments in this type of situation. We will work to understand what has led to the communication breakdown and will present a plan for moving forward. Should the customer not agree with our findings or plan, we will take the time to review again and ask for third party opinions but in the end, if a customer is using sensationalism to make their case, we will not allow them to undermine the hard work of our employees or lead to higher pricing for our customers who do not resort to such tactics.In regards to [redacted] Revdex.com complaint, she has communicated inaccurate details to try to force Mosaic Properties to change what we have communicated to her over 5 months ago. She has also recently taken to internet review sites to post reviews using details that contradict her statements made in this complaint but are also just as inaccurate.We are attaching 11 files in support of our findings that we can not find claim to [redacted] suggestions of our lack of communication and marketing. We are also attaching further documentation about her first claim complaint (but changed after our response) that she is owed a sum larger than provided to us.We noticed that the attachment [redacted] uploaded last lacked any dates. When taken in the context as she shared it could support her position, but when taken in the actual time of months between and different subjects it means something much different than what [redacted] shared. With that in mind, we are including the same email conversations as attachments, but ours include the dates. Should there be any questions, please let me know. I have spent time reviewing our decision on this back in September when she asked, again in December and January when her fiance asked and again when she emailed and I left messages to discuss, so I am very in tune with the background that led to our decision.Thank you.[redacted]

I signed up with Mosaic to have my rental property managed while I am away. I paid the sign up fee upfront, as well as a professional cleaning fee ($250) and a carpet cleaning fee ($100). I had to terminate the contract a couple of weeks after that and I understood that they kept the sign up fee. However, they never cleaned the carpets and refused to refund the amount I paid. My house did not look clean even though they said that they had had it professionally clean (and they never sent me a copy of the cleaning invoice despite repeated requests). They claimed that they paid over $250 for the cleaning (despite never having contacted me to approve these expenses) and that they thus took it out of the $100 explicitly designated for carpet cleaning (which they admitted that they didn't do). This company is a major scam!

We have been renters of a property that they manage for 4 year now. They are very organized and good at what they do. They responded to my emails very quickly and thoroughly addressed any inquiries that I made. They seem to genuinely care about both the property owner and the tenant. I recently worked with Derek and he did a great job with transitioning us out of our lease. We needed a few extra days before our new house purchase closed and he was a great advocate for getting our needs met. I would refer Mosaic to my friends.

I would recommend Remax to anyone! They are simply the best! From the office staff to the leasing agents to the inspectors 10+.

Review: On June 16, 2013, I placed a application with this complany about a rental property. Being that I had to pay $35.00 dolars up front for the application I only did one for my myself and not my wife. On June 17, 2013, I recieved a call from this company stating that they couldn't process the application without bot me and my wife putting in two seprate applications. So I had to pay another 35 dolars and have my wife file out a application. I asked the lady who called if there was away to place a pplication without paying the 35 dolars and she said no. Ten on June 18, 2013, I recieved a phone call that we wern't approved. I asked why we wern't approved and she said past debt. Both me and my wife just got done with a bankruptcy, we have no past debt. Then she goes on to say that my credit wasn't good enough that she wanted my wifes application in the hope that it would help. She told me the day before she could only process the application if both of us filed one out and payed the 35 dolars a piece. I was trying to rent a house for 1575.00 a month with a gross monthly income of over 8,000.00 a month and a credit score around 600, with no debt. I feel like I have been cond out of 70 dolars, and I want the bureau to know so this won't happen to someone else.Desired Settlement: I want my 70 dolars back. This is a scam!

Business

Response:

We are required to run a screening on any occupant over the age of 18, for the purpose of credit, criminal, employment and rental verification. In order to run that screening to qualify for the property there is a fee. It is clearly stated that fee is non refundable for any reason once your screening is run. Based on the information we received from that screening the owner of the property did not approve this applicant. I understand the frustration involved in getting turned down. We can use the same screening report for any other of our properties without being charged again. They can be viewed on our website. Please contact me if you have any other frustrations and I would be happy to discuss them with you.

Director of Property Management

RE/MAX Mosaic Properties

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Review: I am a prospective renter moving from [redacted] I have been dealing with a real estate agent that had all the vital information that was needed to land me a rental. During our search he found a rental that I liked that was under the [redacted] mosaic properties listing. In corresponding with the [redacted] agent named [redacted] that would not accept the information from my agent as enough to fulfill their requirements. So I went on to complete the remax application that required a $35 payment. After completing that application I spoke to [redacted] and asked her if it would be an issue if I did not have a job specifically lined up yet but I did have a five figure savings account, and receive over $1,000 a month in veterans disability, and a well paid full-time job here in [redacted] and she said she would have to talk to the owners. She then went on to say that my wife would have to complete a second application for $35 without getting back with me about the major issue of employment in [redacted]. So I called her back over 5 times and she never returned my call. Then thinking that the other application was the holdup I paid another $35 for an application for my wife. Then within hours of completing the secong application she informs my agent instead of me that we were not approved because we don't have secured jobs in [redacted] yet. This is a very impressive listing that has been on the market for over 60 days and is priced well below market price at $775/month. It just makes one wonder how many application fees that they have racked up on this property denying people.Desired Settlement: I think they should refund my application fees totaling $70.

Business

Response:

There was a mis-communication between our employee and Mr. [redacted] We contacted him and that has been rectified. Mr. [redacted]was approved for another property under our management and he will be moving into his new rental property very soon.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,