On Q Property Management

This issue has been resolved in entirety The owner of the property has reimbursed the full amount requested With On Q taking over the lease mid-term there was a confusion about allocating security deposit damages The tenant rightfully responded to the security deposit disposition and through further research and information provided by the owner, the full deposit and $has been refunded.Thanks,

Dear Mr***,
Upon receiving your application, our agent spoke with both applicants representatives and made them aware that there were two applications submittedA standard requirement of our company is anyone in the household over the age of years, is required to fill out an
application with a $feeOur agent presented both applications to the owner'sBecause both qualified, the owner, chose the first applicantUnfortunately, if applicants representatives neglect to communicate information we shared with them, that is beyond our control
We are sorry you are displeased with the outcome of your interaction with usBecause of our commitment to excellent customer care satisfaction, instead of only refunding you the amount of $45.00, for your wife's application, an exception, this one time will be made, and you will receive your requested total amount of $We hope this will resolve the matter to your satisfactionThank you for your understanding
Sincerely,
*** ***

This issue has been resolved in entirety.  The owner of the property has reimbursed the full amount requested.  With On Q taking over the lease mid-term there was a confusion about allocating security deposit damages.  The tenant rightfully responded to the security deposit...

disposition and through further research and information provided by the owner, the full deposit and $391 has been refunded.Thanks,

It is never our intention to charge more than necessary upon a move-out.  Initially we charged the tenant $526.  We then gave back $65.  The total charged...

was $461.  We can see how a couple of the items could be open to interpretation (for example, our version of clean vs
the tenant's version of clean).  All the items charged for were rightfully charged per the lease.  Here are pictures of the landscaping and the cleaning.  But in an effort to come eye-to-eye and compromise, On Q is willing to pay $200 if the tenant will consider this settled AND
deletes all negative online reviews on the [redacted], and the Revdex.com.

I will accept the $200 as that is what is owed to me. I will not take down the reviews as they are completely true. I shouldn't have to write a Revdex.com complaint to get my money back for things I wrote on the move in sheet. What is the point of it if you are not going to use it and deny everything? I also would like to be reimbursed the $100 I spent to trim a palm tree that I shouldn't have had to trim. I paid for it because you're people told me it was on me, when it wasn't.

We will not be paying an additional $100 for reimbursement that was not approved prior to the work being done.  As a tenant, repairs or maintenance that you seek reimbursement for requires prior approval.  Tenants can not deduct such charges from rent or demand
reimbursement for work that is already completed.  The $200 we are willing to contribute to resolve the issue is above and beyond what we rightfully charged per the lease and move-out inspection.  We legally charged the $461, but are willing to pay $200 - - only to be paid as
a settlement if the issue is closed as resolved and if the [redacted] and [redacted] reviews are deleted.  The deposit was rightfully deducted and we are here trying to compromise to make a win-win.  Please let me know if this acceptable at this time.

Per the [redacted] Article [redacted] The security deposit must be returned minus any outstanding rents and charges including damages that were tenant caused within 14 days, excluding Saturdays, Sundays and other legal holidays. This means that it has to be returned within 14 business days. The tenant handed over possession of the home on the 1st of April and 14 business days from then is April 21st. The refund was mailed out prior to the required date per the landlord tenant act. The tenant is able to dispute any charges by submitting it in writing to our office. To this date the past tenant has not sent anything to our office or contacted our office directly.

[redacted] did a great job. Very professional.

It is never our intention to charge more than necessary upon a move-out.  Initially we charged the tenant $526.  We then gave back $65.  The total charged...

was $461.  We can see how a couple of the items could be open to interpretation (for example, our version of clean vs
the tenant's version of clean).  All the items charged for were rightfully charged per the lease.  Here are pictures of the landscaping and the cleaning.  But in an effort to come eye-to-eye and compromise, On Q is willing to pay $200 if the tenant will consider this settled AND
deletes all negative online reviews on the [redacted], and the Revdex.com.

Terrible company to deal with. They took many things from my security deposit that I put on my move in sheet. I went through the reconsideration process and they still will not refund things that are clearly on there. Carrie was terrible to deal with. She has no customer service skills and just pushes blame on anyone but herself. I was told if I wanted to discuss this further I would have to deal with the owner directly by USPS because they would be out of town for an extended period of time.

Many other issues happened. Carrie mishandled dates of when we would move out and new tenant move in. This caused our power to be shut off the day we were moving out and cleaning. When I called regarding this I did not even receive an apology. Instead Carrie accused me of trying to get a few days of free electric. I had to pull the cord on the garage to get my car out because the power was off. They then charged me $80 to fix the garage.

Worst renting experience ever!

Every time we speak with On Q the answer is "We are working with you" and yet nothing around the house has actually been fixed that is a problem. The repairman said it would be cheaper to replace the ancient microwave than fix it, but the owner insists on replacing the broken part. It's been two months since the handyman was here and the microwave handle is still nowhere to be found. Our dishwasher went out over a week and a half ago and we are still waiting for a repairman to come.The real problem is with the carpet, which I notice On Q did not have a response for. Im attaching photos of what the carpet looks like. It is stained and spotted in every room. There is gum from a previous tenant stuck in the carpet. Literal gum, which is neither safe nor healthy. I have children. I have a baby that crawls. There is also carpet coming up from the ground. How is a business that promises quality rentals allowed to deliver this kind of negligence and disrepair? We have a business of our own to run and a busy schedule and yet if we want to live in a house without sharpie on the walls, we have to do it ourselves. We were told we would get credit for painting the house. That's all well and good but we were also told that the quote the owner got for painting the house was $3500, that is how much work there is to do. Yet we are getting a $500 credit and no reimbursement for cost of tools that we don't have when we are saving the owner $3000? If we wanted to invest as much time into a house as we are, we would have purchased our own home, not rented one. Yes, we offered to fix the fan ourselves as long as we are reimbursed for the cost of the fan. Can you blame us? Every attempt at having an address fixed around here is met with requests for time I don't have or a handyman that can't show up for weeks, or a refusal on the part of the owner to do the right thing and replace an item that is broken and has been in the house for 16+ years.

[redacted],
Please find the Dispute Response and the itemized list of charges that were deducted from your security deposit. We understand that having repairs or maintenance items taken from your security deposit can sometimes be frustrating, but we feel that the charges were fair and...

necessary. The home required further cleaning and various repairs throughout the home. Please keep in mind that these fees the cost of the items necessary for the repairs, but also the cost of the vendor who has to go to the home and make the repairs. We did refund you $76 after you disputed the original charges in hopes that we could close the matter. We would be open to speaking to you directly to come to a mutual understanding if you are open to it. Please feel free to call Eric D[redacted] at [redacted] at your convenience.

margin-bottom: 0pt;">Thank you for submitting your security deposit dispute in writing. After reviewing the items noted, we have come to a final decision. 
 
 In regards to the drywall and paint, the drywall and paint throughout the house had to be repaired. The cost to the owner was actually $590 and only $140 of that amount was charged to you. There was a standard minimum
charge for the haul off of items left behind at the property that our vendor charges for any trash they need to remove. The charge for the lighting in the kitchen was to replace the bulbs, which you are responsible for. The laundry
room shelf was not damaged when upon move in and now has chemical damage to the wood surface and therefore this is a tenant charge. Finally, the window covering the blinds had to be replaced. We were unable to
just replace the blind slats due to the plastic pieces broken; therefore they had to replace the entire blind. There were additional items that needed to be addressed at the home (painting, deodorizer for smoke smell) that the owner
could still charge you for.
 
Due to the above items and responsibilities laid out in the lease, we are unable to refund any of your security deposit.

I will accept the $200 as that is what is owed to me. I will not take down the reviews as they are completely true. I shouldn't have to write a Revdex.com complaint to get my money back for things I wrote on the move in sheet. What is the point of it if you are not going to use it and deny everything? I also would like to be reimbursed the $100 I spent to trim a palm tree that I shouldn't have had to trim. I paid for it because you're people told me it was on me, when it wasn't.

We are actively working with both the owner and the tenant to come to an understanding in this situation. We are limited in what we can repair based on what the property owner will...

approve. The handyman did go out to the property to fix the kitchen sprayer and master shower. He looked at the microwave and fridge while he was there and determined that both required replacement parts. We ordered those parts, which will be installed once they come in. The tenant reached out and said that the light globe fell off and that they could replace the fan if the owner would reimburse them, which the owner agreed to do. The owner said that we could find someone to touch up for up the paint for $500 or give the tenant a credit for $500 to do it. We were under the impression that the tenant had agreed and was happy with this solution.While it is true that we are hired by property owners to manage their properties, it is never our intention to abuse or take advantage of our renters. We understand the importance of retaining high-quality tenants. We often caught in the middle playing mediator and try our best to work with both sides to please all parties.

As part of our process, we always take photos before and after a tenant moves into a home to avoid disputes. We did send out a Disposition Letter upon move-out of all of the charges. You were charged $120 for the broken toilet tank lid, $115 for for the removal and replacement of the damaged shelving, and $165 for the vertical blinds. Please keep in mind that the cost of these items includes not only the price of the required replacement parts, but also the time and labor to make the repairs. We had to send out professional technicians to the property for the repairs. You were also charged $85 for the removal of property left at the home, which is a standard fee charged by the vendor to remove items- regardless of the size or quantity of them. We only contract with insured and bonded companies, and they charge accordingly. 
 
It is unfortunate that you feel that we are trying to take advantage of you, as that is certainly not our intention. We are committed to making sure that the properties under our care are well-maintained and that the owners of these houses are not charged unfairly for damages. If you would like to come into the office and go over the invoice, we would be more than happy to schedule an appointment.

The maintenance issues brought up required parts to be ordered before completion. Those parts have come in and repairs have been completed. At the time that the tenant signed the Holding deposit, they did not request any painting or carpet replacement be completed prior to moving in. If that was a stipulation mandated at the time the Holding deposit was signed, the owner would have been required to comply with those provisions. The price to paint was $1,250 through a licensed and bonded contractor. The owner gave the Property Manager the option to give the tenant a $500 credit to do touch-up or locate another vendor who could do the touch-up for $500. The Property Manager reached out to the tenant to see what was preferred, and the tenant accepted the $500. The home was cleaned prior to the tenant moving in, but the cleaners were sent back while tenants were on site to do a warranty cleaning. There was several repairs completed prior to the tenant moving in. As a gesture of good faith that the tenants will have a positive experience moving forward, On Q will contribute $200 in addition to the owner's $500 credit upon successful closing of this complaint. 
 
Note: The Holding Deposit is attached to this reply. The document is a binding agreement that acts as an earnest from the tenants. It allows us to take a property off the market to hold it for the applicants.
Note: Attached is also an invoice showing the repairs that were completed, including the warranty cleaning.

This issue has been resolved in entirety.  The owner of the property has reimbursed the full amount requested.  With On Q taking over the lease mid-term there was a confusion about allocating security deposit damages.  The tenant rightfully responded to the security deposit...

disposition and through further research and information provided by the owner, the full deposit and $391 has been refunded.Thanks,

In regards to the property at [redacted] and the tenant [redacted]'s complaint:The only items the tenant was charged for was:Removing debris from disposal, missing doorstops, garage remote, burnt out lightbulbs, replacing dirty filters ($141 parts and labor)- These were all...

items that were tenant responsibleInterior painting ($1600) We shopped three vendors trying to find the best price to repaint the walls that the tenant had touched up with paint that did not match. The tenant had spoken to her property manager about what was required for painting and was told that they do not need every small nail hole touched up as there is normal wear and tear. However, if there are large anchors or an area that has several holes it needs to be patched and painted. Upon move out there was touch up paint through out every room of the home and it did not match. The home is almost 2,300 square feet and the owner did not charge the full cost of the paint to the tenant. Landscaping: There was fruit that had not been picked up from the fruit trees and some additional landscaping debris. The charge for the landscaping was $200The home was not returned in the condition that the tenant received it so they were charged for the tenant caused repairs. Per the security deposit disposition the tenant can dispute any charges with written notice within 10 days. The tenant did not ever contact our office to dispute the charges. The disposition was sent out within the 14 business days that is required. We have reached out to the owner to see if they are willing to refund any additional funds but have not had a response at this time.

Please send copies of receipts in which you paid for these items. You charged around $200 for plastic verticle blinds, $85 to remove canned foods, over $180 to paint the laundry shelves, which I never used.. do you have pictures of the shelving before I moved in? Can you prove I damaged them? Also, I did not smoke in the unit, I smoked on the outside patio which was allowed. You charged over $100 for a toilet lid. The charges were above and beyond the actual cost and your office, Alisha, is unresponsive to voicemail and email. I was overcharged!