I am rejecting this response because: First off, I did not receive any email stating I was facing any eviction from the company According to my call log, I had called several times to discuss my payment and no one answered or called me back on a timely mannerI did try to set up a payment options with them, but due to technical difficulties on their behalf (which they agreed too) I never had gotten a response.I never agreed or signed anything in courtThe respresentative suggested not ton even show for court when speaking to her on the phoneNot only that she stated she dis not recall me even making an effort to pay on my rent.I had made my payments for rent, paid my nsf fees and my December late feeI paid december and january rent therefore leaving me with no past due balance for rentMy other month for tent was only NovI had just moved in mid octThecompany is trying to make me for the court costs they applied to me for their neglectful and non chalant communication with their tenant (Myself), when I took the responsible route to financially maintain my homeWhen I spoke to Jeff, and paid my rent after court, I explaines to him what was going on, and what happenedHe explained to me that that the charges where going to be removedIn all actually, they werent and now I apparently owe dollars.I have even tried to go to speak with Jeff (the only worker sensible in this), but the office was closed when I was off (im working to fri to sat)No my job should not be held responsible for their ineffective and unprofessional communication, and neither should iI paid my rent and when I didnt, I took responsibility to make things clear and communicate
Initial Business Response / [redacted] (1000, 5, 2016/09/13) */ Rent A Home of the Triad Incand the owner of the property located at [redacted] in Greensboro, NC have agreed to mutually terminate the rental contract with [redacted] without penalty [redacted] called in during a holiday weekend and we accommodated her in every way possibleRent A Home of the Triad, Incsent someone out twice to solve the electrical issueDuring such time it was discovered that the breakers were turned off and that was in fact the cause of the electrical malfunctionIt was confirmed by [redacted] in writing and by Duke Energy that the electrical problem stemmed from a Duke Energy shortage in her individual unit, due to [redacted] individually having her breakers turned offThroughout the said outage we were in constant communication with [redacted] to have the situation rectified expeditiouslyPer the lease agreement the Landlord fulfilled its obligation to remedy the situation in a timely mannerWe are not willing to give a rent abatementA Mutual Termination of Residential Rental Contract Agreement was sent to [redacted] on September 9, at 2:pm we have not received the signed copy back in our offices as of Tuesday, September 13, at 9:AM
Initial Business Response /* (1000, 5, 2016/07/05) */
As with any customer concerns, all aspects of the situation were carefully considered before we rendered a decision on how to best resolve this issue for all parties involved- the refund of the cabinets that were rejected was the decision that
we stand byThe person filing this claim works at a business where these exact cabinets can be purchased with her employee discount there, once ordered they are received within houneed for any additional expense driving to get them
Initial Consumer Rebuttal /* (3000, 7, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have approached Design Plus Granite to order my cabinets for me and I have also contacted J&K Cabinetry directly, both companies were willing to work with meI did get the cabinets from Design Plus, they were willing to sell them to me at the same cost that I originally paidI still feel that I should be reimbursed for the shipping that I paid to Carver Lumber for the original cabinets that I returned of approx$since I was forced to pay additional shipping to get replacement cabinets
Final Business Response /* (4000, 9, 2016/07/15) */
See our response above dated 7/5/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12424905, and find that this resolution is satisfactory to me
I am rejecting this response because:
Carver Lumber has not supplied all the components of the door that I paid for. They should make sure that all components are in the packaging when the door is picked up and paid for in full. Until everything is supplied they don't deserve full payment. Good customer service wouldn't pass the buck and say that the factory shipped it, or we're not responsible so contact the factory. I still need the rain sweep caps
RE: Dispute ID #***This is in response to a complaint we received today regarding a transaction with *** *** - we had previously received a communication from you stating that MR*** had contacted you, but no action was required as he did not request a resolution; evidently, he
subsequently contacted you to make the above report.Mr*** did order a patio door through one of our inside sales representatives and he was given in writing, the same as we do with all customers, all the specifications of the product as we understood his request to beWe ask all customer to review them before ordering, as these are custom made products which are not returnable once orderedWe have the documentation of those final specifications that were given to Mr*** and his subsequent approval to order as specifiedMr*** picked up the door on May and when he contacted us to say there was an issue and he was loading it up to return, we asked him not to do that until we could determine what went wrong as we did not want to risk damage to the door with another transportWhen we determined that the door was as specified, our VP of sales told Mr*** that even though there was no error on our part, as a good will gesture we would have it painted (it was a bare pine patio door, so very little area to paint) once he installed it - Mr*** agreed.A short time later, we received notice from our credit card processor that Mr*** was disputing the charge on his credit card of $(the last half of the purchase price) and that money was taken from us - we were told that we would need to provide documentation of the details of the transaction for review and a determination would be made as to whether we would get our $back, and that once filed that paperwork we would receive a provisional payment until a final decision was madeWe had not heard from Mr*** again, until he called to say he was getting ready to install his door and didn't think he received his door hardware when he picked up the door - we did locate it in our ware house and he was told that currently, we were out $and that when we were paid in full he would receive his hardwareAccording to what he stated, he knew he didn't have his hardware before he went ahead and installed the door.We received confirmation in just the past week from the credit card processor that the dispute was resolved in our favorThe hardware was given to our employee who takes care of UPS shipments and instructed to send it to Mr*** the next time UPS picked up - we now have a tracking number, so I would think Mr*** now has the productTracking # ** *** *** ** *** *** ( see attached email).When we offered to have the door painted as a goodwill gesture, we were not aware of the charge back to our account or that a complaint regarding our company was in process; given the fact that Mr*** did not indicate any of this to us even though we were wiling to assist to resolve the issue, we are of course no reluctant to offer any assistance in the form of having someone go to his home and paint the door - it can very simply be resolved by Mr*** painting the small areas that are bare wood; we have incurred expenses through chargeback fees from the credit card company, shipping his hardware and the time spent on this.In the almost years I have been with Carver Lumber we have never had a customer dispute a credit card charge - we pride ourselves on quickly and effectively resolving issues with customers and going the extra mile that competitors won'tWe followed up with the credit card processor on separate occasions to see if there was resolution so we could ship the hardware, it wasn't until a few days ago that it was confirmed with us that this had been resolved in our favor (see attached email)Once we arranged shipment of the hardware, we considered the issue resolved.As for his comment about missing "covers for the rain deflectors" - all components for the door would have been in the box the unit was in - because it has been four months since he opened the box it is best he contact Andersen directly at their customer service number: ***. *** ***CEO/CFOM.S.Carver Lumber Company
Initial Business Response /* (1000, 5, 2016/09/13) */
Rent A Home of the Triad Inc. and the owner of the property located at [redacted] in Greensboro, NC 27401 have agreed to mutually terminate the rental contract with [redacted] without penalty. [redacted] called in during a...
holiday weekend and we accommodated her in every way possible. Rent A Home of the Triad, Inc. sent someone out twice to solve the electrical issue. During such time it was discovered that the breakers were turned off and that was in fact the cause of the electrical malfunction. It was confirmed by [redacted] in writing and by Duke Energy that the electrical problem stemmed from a Duke Energy shortage in her individual unit, due to [redacted] individually having her breakers turned off. Throughout the said outage we were in constant communication with [redacted] to have the situation rectified expeditiously. Per the lease agreement the Landlord fulfilled its obligation to remedy the situation in a timely manner. We are not willing to give a rent abatement. A Mutual Termination of Residential Rental Contract Agreement was sent to [redacted] on September 9, 2016 at 2:33 pm we have not received the signed copy back in our offices as of Tuesday, September 13, 2016 at 9:30 AM.
This is in response to a third complaint you received regarding a transaction with [redacted] - this complaint was that he had paid his invoice in full but had not received a lien waiver. Mr. [redacted] has never contacted us regarding a lien waiver or sent us one to sign. We wold be happy to sign...
a lien waiver for the transaction, it can be mailed to the address on the invoice he has and we will sign & return it promptly. There was never a lien filed against Mr. [redacted]'s property - what he is referring to is the 90 Day notice that is part of the requirements if a lien is ever filed. This issue could easily have been resolved with a phone call from Mr. [redacted].Sincerely,Debra WolfeCEO/CFOM.S.Carver Lumber Company
Initial Business Response /* (1000, 6, 2016/03/16) */
Rent-A-Home of the Triad, Inc. asserts that all of the charges to Mr. and Mrs. [redacted]'s security deposit were proper per the North Carolina Tenant Security Deposit Act.
[redacted] and [redacted] (the [redacted] entered into...
a Landlord Tenant relationship for a property managed by Rent-A-Home of the Triad on 6/15/12. On 12/24/15 the [redacted] gave notice that they would be vacating the property on 1/31/16. The [redacted] paid a security deposit of $895.00. On 3/01/16 Rent-A-Home sent the [redacted] a final accounting for the property. Rent-A-Home itemized various deductions from the security deposit totaling $1,334.50 in damages that were above normal wear and tear to the property. After deducting the security deposit, the [redacted] still owe a balance of $139.50 for the damages to the property.
Upon the [redacted] vacating the property, an inspection of the property was performed on 2/02/16. Repairs to the property that were needed to get the property ready for a new tenant totaled $6,471.50. After reviewing the invoices for the repairs, the move-out inspection, photos taken at move-out, the move-in inspection, and photos taken prior to move-in, Rent-A-Home determined the damages that were above normal wear and tear to the property.
The [redacted] state in their complaint that Rent-a-Home refused to provide an explanation when they called to inquire about some of the charges. On 12/28/15, Rent-A-Home sent the [redacted] a letter explaining the security deposit reconciliation process. This letter states, "If you are disputing a charge or charges against your deposit, you must submit, in writing (or through fax or email), a list of the charges disputed, as well as the reason why you believe those charges should not have been made. Upon receipt of your written notice, Rent-a-Home will review the charge. If the charge is to be reversed, you will receive notification of the decision to reverse the charge within 7 days. If the charge is determined appropriate, you will receive notification that the charge is final." When the [redacted] called our office to dispute some of the charges, our office did not refuse to provide them an explanation. Our office simply requested that they send any disputes to our office in writing. This complaint is the first written notification that we have received regarding a dispute of any charges to the security deposit.
The [redacted] refer to the North Carolina Tenant Security Deposit Act (the "NCTSDA") in their complaint. Per Section 42-51(a)(2) of the NCTSDA, the landlord is permitted to use the security deposit for, "damage to the premises, including damage to or destruction of smoke alarms or carbon monoxide alarms." Per section 42-52 of the NCTSDA, the "landlord may not withhold as damages part of the security deposit for conditions that are due to normal wear and tear". Rent-A-Home asserts that all of the charges that were withheld from the [redacted] security deposit were for damages to the property that were above normal wear and tear.
The [redacted] also refer to North Carolina Attorney General Guidelines (the "NCAG guidelines") in their complaint. Rent-A-Home is not aware of any Guidelines from the N. C. Attorney General that govern the use of security deposits. In researching this complaint, our office was able to find a document published by the North Carolina Attorney General titled "Security Deposits: Your Rights as a Tenant in North Carolina". Rent-A-Home asserts that this document in fact weakens the [redacted] argument as to what is considered normal wear and tear to the property. The section of this document titled "Damages" states, "Having to clean up filthy ovens, ranges, refrigerators, kitchen floors, cabinets and bathrooms are problems that go beyond normal wear and tear, unless the landlord provided the premises in that condition to begin with. Tenants leaving such problems behind, when they did not exist at the beginning of the tenancy, have essentially damaged the premises, and the reasonable costs of clean up can be charged against the deposit. If the costs are greater than the deposit, the landlord can sue the tenant for the additional amount."
Regarding the specific charges that the tenant disputes:
1. Tenant share to paint above normal wear: $300.00 - The property was freshly painted just before the [redacted] moved in. At move out the walls had marks and damage throughout the entire property. These marks could not simply be touched up and the entire interior of the property required repainting. The cost to repaint the interior of the property was $1,800.00. After taking normal wear and tear into consideration, the [redacted] were only charged $300.00 for this damage. Upon request, our office can provide photos of the damage to the walls and copies of the invoices showing the property was freshly painted before move in and the costs for painting after move-out.
2. Lawn unkept at move out: $110.00 - There were pieces of trash all around the exterior of the property at move out. The landlord had to pay $100.00 to have these items cleaned. In addition to the trash, the shrubs were overgrown at move out and there were leaves throughout the yard. The landlord had to pay $120.00 to have this yard work performed. Per section 5(l) of the [redacted] lease, the [redacted] were responsible for all lawn care at the property. After taking normal wear and tear into consideration, Rent-A-Home only charged $110.00 to clean the lawn. Upon request, our office can provide photos showing the lawn in a neat and trimmed condition at move in and of the unkept nature of the lawn at move out. Our office can also provide invoices showing the costs for repairing this damage.
3. Repair door jam in hall closet: $70.00 - Our office does not have any records that the closet hall door jam was damaged before the [redacted]'s tenancy or that the [redacted] ever put in a repair request for this item. The entire door jam was cracked and broken. This would not have occurred with normal wear and tear. The landlord paid a vendor $70.00 to repair the door jam and this damage was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
4. Repair kitchen drawer face: $30.00 - The kitchen drawer face was loose at move-out. The kitchen drawer was not damaged at move in. The force needed to damage the drawer face was beyond normal wear and this repair cost was charged back to the [redacted]. Upon request, our office can provide the invoice showing the cost for repairing this damage.
5. Replaced four drip pans: $48.00 - The stove drip pans were replaced just prior to the [redacted] moving into the property. Upon move out, the drip pans were very dirty and needed to be replaced. The drip pans should not have needed replacing after this short period of time. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
6. Unstopped commode in master bath: 76.50/Unstop hall bath lavatory sink: $20.00 - Both the toilet and lavatory sink were stopped up at move out. The clogs were cause by the tenants. There was even feces still in the commode at move out. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted]. Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
7. Repair side screened door: $25.00/Repair back storm door: $25.00 - The screen door had a hole in it and the back storm door was damaged. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
8. All fire detectors pulled down in house: $60.00 - The smoke detectors were removed by the [redacted] The Landlord had to pay $60.00 to repair this damage. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
In conclusion, Rent-A-Home asserts that the damage to the property by the [redacted] was beyond normal wear and tear and that all of the charges to [redacted] security deposit were proper per the North Carolina Tenant Security Deposit Act.
In an effort to resolve this dispute, Rent-A-Home is willing to credit the [redacted] account $139.50. This will give the [redacted] a zero balance and Rent-A-Home will not pursue the outstanding balance further.
Initial Consumer Rebuttal /* (3000, 10, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is lying about what had occurred. There were not scratches on the wall, there was not feces in the toilet, doors were not ruined nor was the drawer face moved. This company works through intimidation. If we left the house a disaster, as they are going around telling people, what is clean. Pictures and eye witness testimony prove our case. This company is a bully company which is why their ratings are so low on line and on their Facebook page. Stay clear of this business. They will steal your money as they have me and other who have complained about the company.
Final Consumer Response /* (450, 12, 2016/04/05) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Monday, April 04, 2016 1:43 PM
To: [redacted]
Subject: Re: Revdex.com Complaint: Rent-A-Home of the Triad
Hey Abby,
I have been trying all weekend to access the pictures. I downloaded the Winzip and attempted to open the file on three computers, all of which have adobe, but I am not able to open them. Unfortunately, and under duress, we will settle for the zero balance. I am 27 weeks pregnant and my husband and I are planning on moving back to Maryland sooner than anticipated and pursuing this matter in small claims court may not be ideal having to travel back and forth given my condition. Despite not being able to open the pictures, I question the validity of each one. At four months pregnant, I was on my hands and knees cleaning that house, along with my husband and several others. There was a day in-between when we left and when the house was inspected, and we were not allowed to be present during the inspection, something that I have always been able to be present for. I would not put it pass this company to have tampered with things in the house to get money, and then over charge us on receipts in order to pocket money. This company has a habit of keeping peoples deposits and not abiding by "normal wear and tear" guidelines. This company had low ratings from their tenants. Their [redacted] page has a 3.7 rating and [redacted] reviews as them at a 3.0 rating. The only reason the ratings are as high as they are is because home owners rate them high. However,without home owners, they have no company, so that does not surprise me that they would keep them happy. If you take the time to look at the following links, you will see that this company has a history of abusing their responsibilities. In the following link, [redacted] complains of issues similar to mine: [redacted]. In the [redacted] reviews, aside from the poor customer service and the lack of adhering to maintenance requests, tenants have complained about the dirtiness of the house at move in, while others complained of security deposits not being returned, one saying he had to take them to small claims court to retrieve it: [redacted]. If you observe the complaints on [redacted], you will see that the company lacks professionalism and has a tendency to take application fees and then take advantage of the applicants: [redacted].
All-in-all, I am appalled by the way this company has conducted themselves morally and ethically as a business. It is my understanding that the owner of Rent-a-Home purchased this house when it went into foreclosure, and it is my opinion that she is trying to use my husband and me to help refurbish the house. They claim they had over $6,000 in damages from use, but what they have failed to mention is that our house had a roof that needed repairing as the crack in the ceiling that we complained about at move in began to show signs of water damage when we left. Yet,what they would have one believe is that we left the house in shambles, as they have been going around and stating to other home management associates. However, if one views our pictures, he/she would see that we cleaned that house from top to bottom.
What is most upsetting is that while there, upon move in, there was so much dirt between the screens and the windows that we could not even open up any window in the house until I had thoroughly cleaned each and every window seal. Additionally, there were leaves pilled on the side of the house that we had to pay to have removed, there were weeds in the flower beds that I spend the summer de-weeding, and we re-stained the deck eliminating the faded, chipped green paint that was there since we moved in. In short, while there we did things to improve the appearance of the house, and this is how they treat us.
I would highly recommend that you reconsider their A+ rating on your website. This company is full of rude, scam artists that only want to take your money. The average person does not think to complain to the Revdex.com, but he/she will complain on the sites he/she is familiar with, i.e the [redacted] and the [redacted] reviews. People have the right to know if they are about to do business with a corrupt company, and I view this company as one of the most corrupt that I have done business with. I plead with you that you will reconsider the company's rating and have a rating on your website that aligns with the public opinion of the company based on the reviews provided in the links above, as that is what the Revdex.com is there for, the people. Of the people that have complained on your site, only one complaint was handed the way a client wanted. The other's showed no reply to Rent-A-Home. In my opinion, that renders, not an approval of the company's way of handling the situation, but rather conceding to an outcome that they feel has no hope. Thank you for your help in this matter. Again, we accept the zero balance, but under duress. We are entire NOT pleased with this outcome. This company knows it owes us money and need to be investigated by the NCREC office.
Sincerely,
[redacted]
I am rejecting this response because:
First off, I did not receive any email stating I was facing any eviction from the company. According to my call log, I had called several times to discuss my payment and no one answered or called me back on a timely manner. I did try to set up a payment options with them, but due to technical difficulties on their behalf (which they agreed too) I never had gotten a response.I never agreed or signed anything in court. The respresentative suggested not ton even show for court when speaking to her on the phone. Not only that she stated she dis not recall me even making an effort to pay on my rent.I had made my payments for rent, paid my nsf fees and my December late fee. I paid december and january rent therefore leaving me with no past due balance for rent. My other month for tent was only Nov. I had just moved in mid oct. 2017 Thecompany is trying to make me for the court costs they applied to me for their neglectful and non chalant communication with their tenant (Myself), when I took the responsible route to financially maintain my home. When I spoke to Jeff, and paid my rent after court, I explaines to him what was going on, and what happened. He explained to me that that the charges where going to be removed. In all actually, they werent and now I apparently owe 201 dollars.I have even tried to go to speak with Jeff (the only worker sensible in this), but the office was closed when I was off (im working 8 to 5 fri to sat). No my job should not be held responsible for their ineffective and unprofessional communication, and neither should I. I paid my rent and when I didnt, I took responsibility to make things clear and communicate.
I am rejecting this response because: First off, I did not receive any email stating I was facing any eviction from the company According to my call log, I had called several times to discuss my payment and no one answered or called me back on a timely mannerI did try to set up a payment options with them, but due to technical difficulties on their behalf (which they agreed too) I never had gotten a response.I never agreed or signed anything in courtThe respresentative suggested not ton even show for court when speaking to her on the phoneNot only that she stated she dis not recall me even making an effort to pay on my rent.I had made my payments for rent, paid my nsf fees and my December late feeI paid december and january rent therefore leaving me with no past due balance for rentMy other month for tent was only NovI had just moved in mid octThecompany is trying to make me for the court costs they applied to me for their neglectful and non chalant communication with their tenant (Myself), when I took the responsible route to financially maintain my homeWhen I spoke to Jeff, and paid my rent after court, I explaines to him what was going on, and what happenedHe explained to me that that the charges where going to be removedIn all actually, they werent and now I apparently owe dollars.I have even tried to go to speak with Jeff (the only worker sensible in this), but the office was closed when I was off (im working to fri to sat)No my job should not be held responsible for their ineffective and unprofessional communication, and neither should iI paid my rent and when I didnt, I took responsibility to make things clear and communicate
Initial Business Response / [redacted] (1000, 5, 2016/09/13) */ Rent A Home of the Triad Incand the owner of the property located at [redacted] in Greensboro, NC have agreed to mutually terminate the rental contract with [redacted] without penalty [redacted] called in during a holiday weekend and we accommodated her in every way possibleRent A Home of the Triad, Incsent someone out twice to solve the electrical issueDuring such time it was discovered that the breakers were turned off and that was in fact the cause of the electrical malfunctionIt was confirmed by [redacted] in writing and by Duke Energy that the electrical problem stemmed from a Duke Energy shortage in her individual unit, due to [redacted] individually having her breakers turned offThroughout the said outage we were in constant communication with [redacted] to have the situation rectified expeditiouslyPer the lease agreement the Landlord fulfilled its obligation to remedy the situation in a timely mannerWe are not willing to give a rent abatementA Mutual Termination of Residential Rental Contract Agreement was sent to [redacted] on September 9, at 2:pm we have not received the signed copy back in our offices as of Tuesday, September 13, at 9:AM
Initial Business Response /* (1000, 5, 2016/07/05) */
As with any customer concerns, all aspects of the situation were carefully considered before we rendered a decision on how to best resolve this issue for all parties involved- the refund of the cabinets that were rejected was the decision that
we stand byThe person filing this claim works at a business where these exact cabinets can be purchased with her employee discount there, once ordered they are received within houneed for any additional expense driving to get them
Initial Consumer Rebuttal /* (3000, 7, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have approached Design Plus Granite to order my cabinets for me and I have also contacted J&K Cabinetry directly, both companies were willing to work with meI did get the cabinets from Design Plus, they were willing to sell them to me at the same cost that I originally paidI still feel that I should be reimbursed for the shipping that I paid to Carver Lumber for the original cabinets that I returned of approx$since I was forced to pay additional shipping to get replacement cabinets
Final Business Response /* (4000, 9, 2016/07/15) */
See our response above dated 7/5/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12424905, and find that this resolution is satisfactory to me
I am rejecting this response because:
Carver Lumber has not supplied all the components of the door that I paid for. They should make sure that all components are in the packaging when the door is picked up and paid for in full. Until everything is supplied they don't deserve full payment. Good customer service wouldn't pass the buck and say that the factory shipped it, or we're not responsible so contact the factory. I still need the rain sweep caps
RE: Dispute ID #***This is in response to a complaint we received today regarding a transaction with *** *** - we had previously received a communication from you stating that MR*** had contacted you, but no action was required as he did not request a resolution; evidently, he
subsequently contacted you to make the above report.Mr*** did order a patio door through one of our inside sales representatives and he was given in writing, the same as we do with all customers, all the specifications of the product as we understood his request to beWe ask all customer to review them before ordering, as these are custom made products which are not returnable once orderedWe have the documentation of those final specifications that were given to Mr*** and his subsequent approval to order as specifiedMr*** picked up the door on May and when he contacted us to say there was an issue and he was loading it up to return, we asked him not to do that until we could determine what went wrong as we did not want to risk damage to the door with another transportWhen we determined that the door was as specified, our VP of sales told Mr*** that even though there was no error on our part, as a good will gesture we would have it painted (it was a bare pine patio door, so very little area to paint) once he installed it - Mr*** agreed.A short time later, we received notice from our credit card processor that Mr*** was disputing the charge on his credit card of $(the last half of the purchase price) and that money was taken from us - we were told that we would need to provide documentation of the details of the transaction for review and a determination would be made as to whether we would get our $back, and that once filed that paperwork we would receive a provisional payment until a final decision was madeWe had not heard from Mr*** again, until he called to say he was getting ready to install his door and didn't think he received his door hardware when he picked up the door - we did locate it in our ware house and he was told that currently, we were out $and that when we were paid in full he would receive his hardwareAccording to what he stated, he knew he didn't have his hardware before he went ahead and installed the door.We received confirmation in just the past week from the credit card processor that the dispute was resolved in our favorThe hardware was given to our employee who takes care of UPS shipments and instructed to send it to Mr*** the next time UPS picked up - we now have a tracking number, so I would think Mr*** now has the productTracking # ** *** *** ** *** *** ( see attached email).When we offered to have the door painted as a goodwill gesture, we were not aware of the charge back to our account or that a complaint regarding our company was in process; given the fact that Mr*** did not indicate any of this to us even though we were wiling to assist to resolve the issue, we are of course no reluctant to offer any assistance in the form of having someone go to his home and paint the door - it can very simply be resolved by Mr*** painting the small areas that are bare wood; we have incurred expenses through chargeback fees from the credit card company, shipping his hardware and the time spent on this.In the almost years I have been with Carver Lumber we have never had a customer dispute a credit card charge - we pride ourselves on quickly and effectively resolving issues with customers and going the extra mile that competitors won'tWe followed up with the credit card processor on separate occasions to see if there was resolution so we could ship the hardware, it wasn't until a few days ago that it was confirmed with us that this had been resolved in our favor (see attached email)Once we arranged shipment of the hardware, we considered the issue resolved.As for his comment about missing "covers for the rain deflectors" - all components for the door would have been in the box the unit was in - because it has been four months since he opened the box it is best he contact Andersen directly at their customer service number: ***. *** ***CEO/CFOM.S.Carver Lumber Company
Initial Business Response /* (1000, 5, 2016/09/13) */
Rent A Home of the Triad Inc. and the owner of the property located at [redacted] in Greensboro, NC 27401 have agreed to mutually terminate the rental contract with [redacted] without penalty. [redacted] called in during a...
holiday weekend and we accommodated her in every way possible. Rent A Home of the Triad, Inc. sent someone out twice to solve the electrical issue. During such time it was discovered that the breakers were turned off and that was in fact the cause of the electrical malfunction. It was confirmed by [redacted] in writing and by Duke Energy that the electrical problem stemmed from a Duke Energy shortage in her individual unit, due to [redacted] individually having her breakers turned off. Throughout the said outage we were in constant communication with [redacted] to have the situation rectified expeditiously. Per the lease agreement the Landlord fulfilled its obligation to remedy the situation in a timely manner. We are not willing to give a rent abatement. A Mutual Termination of Residential Rental Contract Agreement was sent to [redacted] on September 9, 2016 at 2:33 pm we have not received the signed copy back in our offices as of Tuesday, September 13, 2016 at 9:30 AM.
This is in response to a third complaint you received regarding a transaction with [redacted] - this complaint was that he had paid his invoice in full but had not received a lien waiver. Mr. [redacted] has never contacted us regarding a lien waiver or sent us one to sign. We wold be happy to sign...
a lien waiver for the transaction, it can be mailed to the address on the invoice he has and we will sign & return it promptly. There was never a lien filed against Mr. [redacted]'s property - what he is referring to is the 90 Day notice that is part of the requirements if a lien is ever filed. This issue could easily have been resolved with a phone call from Mr. [redacted].Sincerely,Debra WolfeCEO/CFOM.S.Carver Lumber Company
Initial Business Response /* (1000, 6, 2016/03/16) */
Rent-A-Home of the Triad, Inc. asserts that all of the charges to Mr. and Mrs. [redacted]'s security deposit were proper per the North Carolina Tenant Security Deposit Act.
[redacted] and [redacted] (the [redacted] entered into...
a Landlord Tenant relationship for a property managed by Rent-A-Home of the Triad on 6/15/12. On 12/24/15 the [redacted] gave notice that they would be vacating the property on 1/31/16. The [redacted] paid a security deposit of $895.00. On 3/01/16 Rent-A-Home sent the [redacted] a final accounting for the property. Rent-A-Home itemized various deductions from the security deposit totaling $1,334.50 in damages that were above normal wear and tear to the property. After deducting the security deposit, the [redacted] still owe a balance of $139.50 for the damages to the property.
Upon the [redacted] vacating the property, an inspection of the property was performed on 2/02/16. Repairs to the property that were needed to get the property ready for a new tenant totaled $6,471.50. After reviewing the invoices for the repairs, the move-out inspection, photos taken at move-out, the move-in inspection, and photos taken prior to move-in, Rent-A-Home determined the damages that were above normal wear and tear to the property.
The [redacted] state in their complaint that Rent-a-Home refused to provide an explanation when they called to inquire about some of the charges. On 12/28/15, Rent-A-Home sent the [redacted] a letter explaining the security deposit reconciliation process. This letter states, "If you are disputing a charge or charges against your deposit, you must submit, in writing (or through fax or email), a list of the charges disputed, as well as the reason why you believe those charges should not have been made. Upon receipt of your written notice, Rent-a-Home will review the charge. If the charge is to be reversed, you will receive notification of the decision to reverse the charge within 7 days. If the charge is determined appropriate, you will receive notification that the charge is final." When the [redacted] called our office to dispute some of the charges, our office did not refuse to provide them an explanation. Our office simply requested that they send any disputes to our office in writing. This complaint is the first written notification that we have received regarding a dispute of any charges to the security deposit.
The [redacted] refer to the North Carolina Tenant Security Deposit Act (the "NCTSDA") in their complaint. Per Section 42-51(a)(2) of the NCTSDA, the landlord is permitted to use the security deposit for, "damage to the premises, including damage to or destruction of smoke alarms or carbon monoxide alarms." Per section 42-52 of the NCTSDA, the "landlord may not withhold as damages part of the security deposit for conditions that are due to normal wear and tear". Rent-A-Home asserts that all of the charges that were withheld from the [redacted] security deposit were for damages to the property that were above normal wear and tear.
The [redacted] also refer to North Carolina Attorney General Guidelines (the "NCAG guidelines") in their complaint. Rent-A-Home is not aware of any Guidelines from the N. C. Attorney General that govern the use of security deposits. In researching this complaint, our office was able to find a document published by the North Carolina Attorney General titled "Security Deposits: Your Rights as a Tenant in North Carolina". Rent-A-Home asserts that this document in fact weakens the [redacted] argument as to what is considered normal wear and tear to the property. The section of this document titled "Damages" states, "Having to clean up filthy ovens, ranges, refrigerators, kitchen floors, cabinets and bathrooms are problems that go beyond normal wear and tear, unless the landlord provided the premises in that condition to begin with. Tenants leaving such problems behind, when they did not exist at the beginning of the tenancy, have essentially damaged the premises, and the reasonable costs of clean up can be charged against the deposit. If the costs are greater than the deposit, the landlord can sue the tenant for the additional amount."
Regarding the specific charges that the tenant disputes:
1. Tenant share to paint above normal wear: $300.00 - The property was freshly painted just before the [redacted] moved in. At move out the walls had marks and damage throughout the entire property. These marks could not simply be touched up and the entire interior of the property required repainting. The cost to repaint the interior of the property was $1,800.00. After taking normal wear and tear into consideration, the [redacted] were only charged $300.00 for this damage. Upon request, our office can provide photos of the damage to the walls and copies of the invoices showing the property was freshly painted before move in and the costs for painting after move-out.
2. Lawn unkept at move out: $110.00 - There were pieces of trash all around the exterior of the property at move out. The landlord had to pay $100.00 to have these items cleaned. In addition to the trash, the shrubs were overgrown at move out and there were leaves throughout the yard. The landlord had to pay $120.00 to have this yard work performed. Per section 5(l) of the [redacted] lease, the [redacted] were responsible for all lawn care at the property. After taking normal wear and tear into consideration, Rent-A-Home only charged $110.00 to clean the lawn. Upon request, our office can provide photos showing the lawn in a neat and trimmed condition at move in and of the unkept nature of the lawn at move out. Our office can also provide invoices showing the costs for repairing this damage.
3. Repair door jam in hall closet: $70.00 - Our office does not have any records that the closet hall door jam was damaged before the [redacted]'s tenancy or that the [redacted] ever put in a repair request for this item. The entire door jam was cracked and broken. This would not have occurred with normal wear and tear. The landlord paid a vendor $70.00 to repair the door jam and this damage was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
4. Repair kitchen drawer face: $30.00 - The kitchen drawer face was loose at move-out. The kitchen drawer was not damaged at move in. The force needed to damage the drawer face was beyond normal wear and this repair cost was charged back to the [redacted]. Upon request, our office can provide the invoice showing the cost for repairing this damage.
5. Replaced four drip pans: $48.00 - The stove drip pans were replaced just prior to the [redacted] moving into the property. Upon move out, the drip pans were very dirty and needed to be replaced. The drip pans should not have needed replacing after this short period of time. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
6. Unstopped commode in master bath: 76.50/Unstop hall bath lavatory sink: $20.00 - Both the toilet and lavatory sink were stopped up at move out. The clogs were cause by the tenants. There was even feces still in the commode at move out. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted]. Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
7. Repair side screened door: $25.00/Repair back storm door: $25.00 - The screen door had a hole in it and the back storm door was damaged. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
8. All fire detectors pulled down in house: $60.00 - The smoke detectors were removed by the [redacted] The Landlord had to pay $60.00 to repair this damage. This damage is beyond normal wear and tear and this repair cost was charged back to the [redacted] Upon request, our office can provide photos of this damage and the invoice showing the cost for repairing this damage.
In conclusion, Rent-A-Home asserts that the damage to the property by the [redacted] was beyond normal wear and tear and that all of the charges to [redacted] security deposit were proper per the North Carolina Tenant Security Deposit Act.
In an effort to resolve this dispute, Rent-A-Home is willing to credit the [redacted] account $139.50. This will give the [redacted] a zero balance and Rent-A-Home will not pursue the outstanding balance further.
Initial Consumer Rebuttal /* (3000, 10, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is lying about what had occurred. There were not scratches on the wall, there was not feces in the toilet, doors were not ruined nor was the drawer face moved. This company works through intimidation. If we left the house a disaster, as they are going around telling people, what is clean. Pictures and eye witness testimony prove our case. This company is a bully company which is why their ratings are so low on line and on their Facebook page. Stay clear of this business. They will steal your money as they have me and other who have complained about the company.
Final Consumer Response /* (450, 12, 2016/04/05) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Monday, April 04, 2016 1:43 PM
To: [redacted]
Subject: Re: Revdex.com Complaint: Rent-A-Home of the Triad
Hey Abby,
I have been trying all weekend to access the pictures. I downloaded the Winzip and attempted to open the file on three computers, all of which have adobe, but I am not able to open them. Unfortunately, and under duress, we will settle for the zero balance. I am 27 weeks pregnant and my husband and I are planning on moving back to Maryland sooner than anticipated and pursuing this matter in small claims court may not be ideal having to travel back and forth given my condition. Despite not being able to open the pictures, I question the validity of each one. At four months pregnant, I was on my hands and knees cleaning that house, along with my husband and several others. There was a day in-between when we left and when the house was inspected, and we were not allowed to be present during the inspection, something that I have always been able to be present for. I would not put it pass this company to have tampered with things in the house to get money, and then over charge us on receipts in order to pocket money. This company has a habit of keeping peoples deposits and not abiding by "normal wear and tear" guidelines. This company had low ratings from their tenants. Their [redacted] page has a 3.7 rating and [redacted] reviews as them at a 3.0 rating. The only reason the ratings are as high as they are is because home owners rate them high. However,without home owners, they have no company, so that does not surprise me that they would keep them happy. If you take the time to look at the following links, you will see that this company has a history of abusing their responsibilities. In the following link, [redacted] complains of issues similar to mine: [redacted]. In the [redacted] reviews, aside from the poor customer service and the lack of adhering to maintenance requests, tenants have complained about the dirtiness of the house at move in, while others complained of security deposits not being returned, one saying he had to take them to small claims court to retrieve it: [redacted]. If you observe the complaints on [redacted], you will see that the company lacks professionalism and has a tendency to take application fees and then take advantage of the applicants: [redacted].
All-in-all, I am appalled by the way this company has conducted themselves morally and ethically as a business. It is my understanding that the owner of Rent-a-Home purchased this house when it went into foreclosure, and it is my opinion that she is trying to use my husband and me to help refurbish the house. They claim they had over $6,000 in damages from use, but what they have failed to mention is that our house had a roof that needed repairing as the crack in the ceiling that we complained about at move in began to show signs of water damage when we left. Yet,what they would have one believe is that we left the house in shambles, as they have been going around and stating to other home management associates. However, if one views our pictures, he/she would see that we cleaned that house from top to bottom.
What is most upsetting is that while there, upon move in, there was so much dirt between the screens and the windows that we could not even open up any window in the house until I had thoroughly cleaned each and every window seal. Additionally, there were leaves pilled on the side of the house that we had to pay to have removed, there were weeds in the flower beds that I spend the summer de-weeding, and we re-stained the deck eliminating the faded, chipped green paint that was there since we moved in. In short, while there we did things to improve the appearance of the house, and this is how they treat us.
I would highly recommend that you reconsider their A+ rating on your website. This company is full of rude, scam artists that only want to take your money. The average person does not think to complain to the Revdex.com, but he/she will complain on the sites he/she is familiar with, i.e the [redacted] and the [redacted] reviews. People have the right to know if they are about to do business with a corrupt company, and I view this company as one of the most corrupt that I have done business with. I plead with you that you will reconsider the company's rating and have a rating on your website that aligns with the public opinion of the company based on the reviews provided in the links above, as that is what the Revdex.com is there for, the people. Of the people that have complained on your site, only one complaint was handed the way a client wanted. The other's showed no reply to Rent-A-Home. In my opinion, that renders, not an approval of the company's way of handling the situation, but rather conceding to an outcome that they feel has no hope. Thank you for your help in this matter. Again, we accept the zero balance, but under duress. We are entire NOT pleased with this outcome. This company knows it owes us money and need to be investigated by the NCREC office.
Sincerely,
[redacted]
I am rejecting this response because:
First off, I did not receive any email stating I was facing any eviction from the company. According to my call log, I had called several times to discuss my payment and no one answered or called me back on a timely manner. I did try to set up a payment options with them, but due to technical difficulties on their behalf (which they agreed too) I never had gotten a response.I never agreed or signed anything in court. The respresentative suggested not ton even show for court when speaking to her on the phone. Not only that she stated she dis not recall me even making an effort to pay on my rent.I had made my payments for rent, paid my nsf fees and my December late fee. I paid december and january rent therefore leaving me with no past due balance for rent. My other month for tent was only Nov. I had just moved in mid oct. 2017 Thecompany is trying to make me for the court costs they applied to me for their neglectful and non chalant communication with their tenant (Myself), when I took the responsible route to financially maintain my home. When I spoke to Jeff, and paid my rent after court, I explaines to him what was going on, and what happened. He explained to me that that the charges where going to be removed. In all actually, they werent and now I apparently owe 201 dollars.I have even tried to go to speak with Jeff (the only worker sensible in this), but the office was closed when I was off (im working 8 to 5 fri to sat). No my job should not be held responsible for their ineffective and unprofessional communication, and neither should I. I paid my rent and when I didnt, I took responsibility to make things clear and communicate.