Mosaic Properties

18 months ago we rented a beautiful 5000 sq.ft. home from them in [redacted] our property manager at the time was great, and was always on top of anything that needed to be fixed, and always available by phone. About 3 months into the lease [redacted] was no longer with the company, and they have gone downhill ever since. [redacted] the person in charge if maintenance requests has the personality of a sewer rat, and about the same amount of customer service skills. The only contact we have ever had with [redacted] our property manager was him offering to sell us a house. I have been on a conference call with the 2 owners and [redacted] the office manager and was assured by them; certain situations were going to be taken care of, still nothing.
So now, they took 2 rent payments this month. It went out of our bank ACH on Monday, well today is Friday, and they are telling me the "check" still hasn't cleared their bank so until it does they cannot refund our money to us. Ohhh wait, but I can stop payment on the check if I like..... CHECK??????? They took the money directly from our account, there was no check involved, and according to the bank, the money is immediately transferred from the automatic clearing house (ACH), and that if I want to dispute the charge I can, but they want us to change account numbers blah blah blah.... Really Mosaic, we have paid you over $60,000 in rent in the last 18 months, never late, but they cannot refund our payment they took twice right away?
Great customer service.

When my mom and son and I first moved into the home it was managed by a different management company and they were the worst I've ever seen. Remax Mosaic took over and everything changed! This company is professional and especially our specific manager, Derek M[redacted]. He's a professional that gets things done!! I'm saddened we couldn't find another rental from them as we will miss them very much! Truly a pleasure!!!

Review: My father and I both applied for the property on [redacted]. over a month ago and were both required to pay

$35 each to apply for the rental property. After submitting applications it was an entire week before they called and had a couple of more questions

before submitting our apps to the property manager. When I called them to answer I asked about the property, they said, "Oh

yes that property is still available now would you like to apply for it"? I said, i'm the one who's already applied and I'm

just returning your call so we can finish this. She apologized and seemed embarrassed. After answering her questions

she said they would now submit the info to the property manager. Then It was 10 MORE DAYS BEFORE ANYONE GOT

BACK WITH US!!! We had to be out of our other rental property so were forced to choose another option in the meantime

and went with our 2nd choice. As of today, the property is still up for rent at almost 50 days on the market and this

seems like a total scam. They are possibly making more on these very high $35 application fees (per person!) than they'd make on rent and this should be investigated

and reported! We want our application fees back as 10 days to respond was unreasonably too long and if we had

had any idea of that we obviously never would have applied with this company.Desired Settlement: Our $70 in application fees returned to us.

Business

Response:

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

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.

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,

Business

Response:

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

Great company. Debris is always on top of everything.

Review: [redacted] March 6, 2014 [redacted] On 3/5/14, I spoke with [redacted] who works for Re Max Mosaic Properties regarding late fees which were due for rent at the above property address for the months of January, February and March. He verbally informed me on 3/5/14 that fees for the amount of $105.00 are due as far back as January. I explained to him that I was unaware these fees were due as this was the first time since any fees had been assessed that I was being notified of the issue, as his office had failed to provide any notice prior to 3/5/14 either written or verbally informing me that any back fees for late rent were owed. I went on to explain had he sent me a notice in January, when the first fee was assessed I could have cured the problem at that time, and moving forward I would have been aware that there was zero tolerance as to the rent being even one day late. Since I was never called, or received a notice, I was under the impression everything was fine and I went about doing business as normal. When [redacted] and I spoke on 3/5/14, he was extremely rude, refused to cash my March rent check, and informed me my balance was $105.00, along with informing me I would continue to be charged a $5 fee per day amount until the past due fees for January and February were paid in full, allowing me to pay March late fees by April 1st. While I completely accept responsibility for paying 2 days late in January due to the office closure on a holiday, I informed [redacted] I would happily pay the fees owed for that month, and explained that he needed to also accept responsibility for not notifying me of having any fees due at that time specifically. [redacted] was extremely rude; he belittled me, and put all responsibility on myself, while repeatedly telling me to read my lease. I will admit that I read my lease at the day of signing, and I did not recall a zero tolerance issue with paying late after a holiday or the day after a Sunday etc. I agree this is my fault for not being more familiar, however; I also have contacted an attorney to get some legal advice regarding the matter which strictly stem from the way [redacted] treated me during our conversations. I was informed that per the [redacted], if I were in fact late in Jan, then I should have been given proper notice, as the fees for January were not paid within the specific time frame, and a 5 day notice should have been issued to me on behalf of my landlord from RE Max Mosaic Properties. Since this did not take place, I was not given proper notice, and [redacted] sarcastically admitted he had an “issue with the woman in charge of accounting” for both the months of January and February, as I was not sent a 5 day notice for either month, and am now currently being harassed by his office regarding late fees for $105.00 I would very much like to settle this matter amicably; however [redacted] has made this extremely difficult. I am submitting this complaint not only because I feel that I should have been properly notified within the first month of any fees I owed as stated in the [redacted] , but I am also appalled at how I was treated as a person. I am aware that paying online is not outlined in my lease, [redacted] informed me of this possibility on 3/5/14, and if you check my account, I have since scheduled all future payments throughout the term of my lease to be on time. My request is to have the fees for February and March waived simply because the office of RE Max Mosaic Properties failed to notify me, not once, but twice of fees due for (months due) and I was not given an opportunity to reconcile this problem much earlier. It has now snowballed into an amount which I am having great difficulty paying since these fees are very much unexpected. I am submitting this complaint to the Revdex.com, the owners of Re Max Mosaic Properties, [redacted] and [redacted], as well as the [redacted]. Thank you for your consideration.

Sincerely, [redacted]Desired Settlement: I wish to pay only the late fee in January

Business

Response:

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]

Unfortunately, I am writing to lodge a complaint against RE/Max Mosaic Properties, of Gilbert, Arizona. Although the company’s behavior was not technically illegal, and their contact protects them from being legally responsible for any of my complaints, it is essential that the public be aware of their uncooperative and disrespectful business practices. I should mention that I have never formally lodged a complaint against any company, and I have worked with many property management companies and never encountered the issues I experienced with RE/Max Mosaic Properties.

As I prepared to move to Phoenix, it was easily apparent that the rental market is booming, and it is very difficult to find a property from a distance. In whatever capacity I could, I looked into the rental company I was considering and found generally positive reviews from investors, but not a single review from a tenant on any website. I foolishly assumed the company would appreciate both routes of revenue, but was shown otherwise rather quickly.

First, their operation is large, and a different person handles every aspect of the business. However, trying to get someone to return calls about an available rental was exceedingly difficult, calling multiple times before receiving a response. Because everything is so segmented, no one had all the answers I needed at any given time.

After dozens of phone calls to just be able to guarantee the property, and providing the typical deposit and rents owed, I asked if someone could meet me at the property for a formal walk-through and to hand me my keys. I was told that they do not do a walk through with clients, and that they do not deliver keys. I was also told that if I did not arrive in their small window of time that the office was open I could not move in until Monday. Moving is one of the most stressful experiences in life, statistically speaking, and timelines can be unpredictable. Adequate customer service would dictate more cooperation from the very beginning. Really, any amount of cooperation would have been better than what I received.

I read the contract before I signed, and asked the property manager, the only time I was able to speak to him directly about a stipulation that a $50 fee would be assessed for every maintenance call after the first 30 days. He assured me this was a rare occurrence. 60 days after I moved in, we realized that the water around the second bathroom toilet was not from people exiting the shower, but in fact leaking from the base of the toilet. I submitted a notice that maintenance was necessary, but as I had occupied the residence for such a short time, and only two small children used that toilet, and only for 1 of the 2 months we resided there, I did not think it was my responsibility to pay, and they could fix it or not as they chose, but I would not be paying the maintenance fee. Instead of examining the situation, and recognizing that this was not my fault, they referred to the contract. They also tried to add a feeble excuse that if they made any exceptions they would be liable to other tenants who did not receive exceptions.

During the exchange where they explained that I would be responsible for repairing their property, the woman I spoke with was extremely rude, and condescending. I have been renting, and paying rent on time for 11 years. I have worked in legal settings, I have worked for property management companies, I have hired attorneys and I have a doctorate degree. I do not need anyone from RE/Max Mosaic Properties explaining to me what a lease agreement is, or interpret legalese in their contract or the Landlord Tenant Act. Even if I did need help, the manner in which she spoke was passive aggressive and demeaning. She expressed the legitimacy of the policies due to the volume of investors for whom they work. The number of investors does not persuade me that their tactics are ethical. I am confident in my rights and was able to stand my ground. I am concerned for the people who work with them and are more easily bullied into doing and paying for things that RE/Max Mosaic Properties ought to pay for, contact or none.

Several months later I was informed the house would be put on the market, but again, as per their contact, this was not grounds to vacate the lease, and I was responsible for showing the property, and all subsequent inspections, repair appointments, appraisals and other various appointments. I was already in the market to buy a home, and I knew at the time that homes priced correctly were off the market within 24 hours. I also informed them that their price was about $15,000 off target. They explained that the owner wanted to see if they could get more anyhow. I informed them that it essentially meant that what could be a relatively hassle-free 24 hours for me, would be dragged out because it was not priced appropriately. And I was right, as I was responsible for scheduling showings for over a month. Eventually they came down in price, and I put a reasonable offer on the property just to end the relationship with RE/Max Mosaic Properties, and without even counter-offering, they rejected my offer, and kept it on the market for several weeks longer.

When the owner of the property accepted a contact, the sales portion of the business contacted me to let me know that the inspector would contact me to make an appointment. After that, multiple repair people made appointments to fix small items like scuffed paint, and the inspector returned, and the work had not been done properly, so more repair people came, and the inspector came again. And pest control came to treat the termites—twice. About half way through I had enough and asked RE/Max Mosaic Properties to put a lock box on the door so people could come and go as necessary and I would not have to rearrange my work schedule, my family responsibilities, and interfere with the basic enjoyment of the property I was paying $1250.00 per month to occupy. This required an additional email so they had written proof the request, and several days later someone came to put the lock box on; however, when any of the repair people came and tried to use it, it did not work. Not one appointment was able to be conducted when I was not there. The best they could do was the termite treatment on the outside one day, and I had to be present the second day for them to get into the garage.

Because of the repairs that required multiple visits, the closing was delayed several times. I asked repeatedly for the new property manager’s contact information so I could make arrangements. I had purchased a house and needed to make arrangements with them. They would not provide anything until after closing. Therefore I sent notice that I would be vacating the property, with all the standard verbiage about move-out inspections, returned deposits and immediate and full efforts to rent the property. Again, I received a phone call with the same rude, condescending woman to whom I previously spoke. Bearing in mind they were literally days from closing, and that I had asked for no special treatment or consideration, despite the huge inconveniences they bestowed upon me. This woman informed me that all these issues would have to be taken up with the new property management company, that she would not provide me with any of the new owner’s information, but in her infamously patronizing fashion took the time to explain the process of breaking a lease, and the financial responsibilities dictated in the lease. I made it clear repeatedly on the phone that I did not need or want to discuss the lease, but simply provide notice of my intentions. Instead of respecting my explicit desire, she continued to describe the terms of the lease until I had to interrupt her and express that I was done with the conversation and would be hanging up.

Thankfully the next owner was kind and understanding, and worked with me to alleviate the issues with RE/Max Mosaic Properties. However, in September, after the lease had been transferred to the new owner, RE/Max Mosaic Properties contacted me to let me know that my rent payment was late. After all of these issues I endured from them, a constant barrage of inconsideration, disrespect and greed, the sales side of the business could not even contact the accounts receivable side of the business to let them know I was not paying rent to them anymore. The representative for accounts receivable emailed me back and basically said “No one told me.”

As I mentioned previously, and as they reminded me repeatedly throughout my tenancy under RE/Max Mosaic Properties, they did not break their end of the contract. But in a business as personal as your home, where you live, where your family finds respite I expect more consideration as a person, and demand customer service from whomever I pay thousands and thousands of dollars. I understand the rental market is in high demand, and customer service is not essential to the vitality of their business. Nevertheless, RE/Max Mosaic Properties seeks to take advantage of the rental market, decidedly basing their values on profit, even at the expense of their customers. Future tenants of RE/Max Mosaic properties should beware. I am sincerely sorry to see that this company recently earned a Revdex.com accreditation, as I do not believe they deserve such accolades, whatsoever.

Review: I am unhappy with the charges and fees assessed to me. This company allowed us to move in to a dirty home. Mosaic did not compensate us for cleaning fees and expenses. Failed to repair several items in a timely manner yet expected their rent money in full and received it. Assessed bogus cleaning charges up on move out.I have requested $200.00 for the expenses we incurred cleaning the home and for not being able to use the hall bathroom, for which I was being charged rent. The home was not properly cleaned, yet they charged the home owner and myself for this service. AND the back yard was littered with dog poop.We found magnets, pet and people hair, and papers under the fridge, microwave and fireplace. There was urine on the walls in the bedrooms,, and carpet had to be replaced. The guest toilet was not of proper size, and was not mounted or sealed to the floor. I was unable to use this for over 6 weeks. I was paying 1050 a month for the property. I calculated it was 1/10th of the property and asked for a credit for non use of the bathroom. I was promotly denied the adjustment. It took several unanswered service and repair calls to get this done. I went in person to the office to find out the repair was never even turned in for approval.My mother Maria and I cleaned the property and provided a check list with photos. She also paid someone to come in and clean the rooms and care for the yard as she was unable to do so.When we moved out, the property was in better condition then when we received it. The new carpets were not even used. As the two bedrooms were solely for storage. We received a refund of $775.00 and this was minus steam cleaning of $75.00 and $200.00 cleaning fee that we agreed to pay at lease signing. We disagree with that because THEY DID NOT HAVE TO HIRE anyone to come clean as we left the place in excellent condition. Plus the previous cleaning dos not appear to have been done.Yet they assessed those fees.Desired Settlement: We are asking for $200.00 in what I feel is a bogus cleaning fee.$200.00 for fees assessed for property I was unable to use, and delay in proper repairs.$75.00 for carpet cleaning fee that was not needed.Total of $475.00We are extremely unhappy with the management company. The owner should be advised that we would have loved to have stayed in that home if the property company was easier to deal with.

Business

Response:

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]

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.

Regards,

Review: I enlisted the services of Mosaic Properties for the management of my rental property. Shortly after signing with them, I realized that I would not be able to rent the property after all as a family member had need for it. I called [redacted], with whom I had been in communication with, in order to discuss terminating the contract. She mentioned that there was no need to give notice, as the property had not yet been rented, but mentioned that they would be unable to refund the sign-up fee ($395), with which I agreed. I had paid an additional $250 to have the property professionally cleaned and an additional $100 to have the carpets cleaned. She mentioned that she did not know if these services had been performed but that the money would be refunded if not. Once the keys were returned, my friend who inspected the property noticed that neither the property nor the carpets appeared to have been cleaned. I contacted both [redacted] and the property manager, [redacted]. They seemed to be confused about what had been cleaned and what hadn't but ultimately agreed that the property had been cleaned and the carpets hadn't. I requested a refund for the carpet cleaning and to see the invoice for the cleaning service. They did not send me the invoice (despite repeated requests) and claimed that they paid in excess of the $250 dollars allotted (without me ever having approved the additional expense) and never refunded the amount I had entrusted them with for carpet cleaning.Desired Settlement: I would like to both see a copy of the invoice for the professional cleaning, which they claim to have performed even though the state of the property suggests otherwise (and which they have yet to send although over a month has passed since I requested to see it) and I would like to be refunded the $100 I paid for the carpet cleaning, a service that was never performed.

Business

Response:

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]