On-Site Rentals, Inc.

Currently, the garage door of the home has been inoperable for over a month and it is not fixed.I am renting a home that is managed by Onsite Property Rentals and the home has numerous issues. The garage door is broken and I have not had the ability to use the garage I have been paying to use for over a month. I notified them and they sent 2 separate people out and have yet to fix it or give me an answer on when it will be fixed. I have communicated with them and asked for updates and they are unable to give me those updates. I am paying for the space and should be able to secure my vehicles. With that door being locked manually it poses a fire hazard by eliminating an additional exit from the home. Desired SettlementFix the garage door or let me out of my lease. If I can not use areas of the home I am renting for more than 10% of my lease I want to terminate the lease without any penalties. My first choice would be to have the door fixed immediately.Business Response In response to Ms. [redacted]:The property manager for the home Ms. [redacted] resides in has made numerous attempts to secure an answer from the homeowner regarding the garage door repair. The property manager contacted a garage door vendor and received an estimate for the repair which was sent to the homeowner for approval. The homeowner did not approve the repair and wanted to research the repair and get a second estimate on her own. The property manager has made several calls and sent emails to the owner with no response and no approval to move forward with the repair. Per NC General Statue we are bound to provide a fit and habitable dwelling. The garage door not functioning properly does not effect the habitability of the property. Also we contacted the Fire Marshall for Harnett County and the garage door not functioning properly does not violate current fire codes. There is plenty of egress in the property via the windows, front door, back door or pedestrian door in the garage. While I can understand Ms. [redacted]'s frustration with this repair issue my company has done everything possible to move forward with the repair but can not authorize a repair of this dollar amount without the homeowner approving.Consumer Response They got my issue corrected as soon as they could. They were waiting on the landlord and were able to make her correct the issue though it was 2 months later which is unacceptable but it is approved to be fixed.

Dispute concerning refund of security deposit.I have received my security deposit refund in which I sent an email concerning my dispute with the amount. There was garage damage to the rental property in which I was provided with an "estimate" of $1300. I disputed this bill. After my move out, I get a letter showing they deducted $300 from my security deposit to cover the remaining balance of the "estimate". Well, the estimate was precise on what the company was supposed to do and they did not perform their full services. Instead of On-Site inquiring about what services were actually performed, they paid the invoice. I told [redacted], a property manager, numerous times that I did not agree with the amount being charged. She nor On-Site has responded to my email disputing the $300 they took. In addition, there were services that I could have asked for compensation due to the duties and services not provided by the Homeowner and On-Site.Desired SettlementRefund of the $300.Business Response Due to Ms. [redacted] moving forward with filing additional complaints prior to resolving this first complaint, using social media & the internet to voice her concerns, I will be unable to comment. On-Site Rentals has retained an attorney to address this issue with the additional agency the complaint has been filed with. Consumer Response This is not the response I expected. I feel had they responded to my emails when I first disputed this issue, there would have been no prior filings with other agencies nor reviews published on social media sites. Them obtaining an attorney does not deter me from seeking justice.Final Business Response In May of 2015 during an inspection of the property occupied by consumer our company discovered damage to the garage and consumer acknowledged responsibility for damage that was discovered and stated she would file a claim with her insurance company. Our company requested an estimate to repair the damage on 5/27. We received an estimate on 6/1 for $1300 to repair the damage caused by the consumer. An email was sent to consumer on 6/4 with the estimate & again consumer stated she would file a claim with her insurance company. 6/9 consumer emailed stated her insurance company would not cover the entire estimate. Consumer stated she would contact another repair company for an additional estimate. The property manager replied to consumer if she found a different repair company to complete the work for a lessor amount that would be acceptable to our company as long as the repair company provided their appropriate insurance & licensure. Later in June we received a $1000 check from consumer's insurance company for the damage. The consumer did find another repair company but failed to provide our company with appropriate insurance information. We attempted to contact the second repair company to request the information and were unable to make contact with the repair company. On July 21 (2 months after discovering the damage) our company emailed consumer advising her the homeowner had given us a deadline of 7/31 to schedule the garage repair. In that email our company did notify consumer if the insurance information was not provided for her repair company we would have to schedule the work to be completed with the first vendor with cost of $1300. 8/3 our company emailed consumer again to let her know we still had not received requested information & we gave her another opportunity to send information by the end of the day & if information was not received we would be proceeding with repair and she would be responsible for the remaining $300. Consumer replied to email that she did not agree to pay the $300 "at this time" but she did understand that "repairs must be done as quickly as possible." 8/22 consumer provided written notice that she would be moving out of the property on 9/26. On that same day she sent an email noting the garage had been repaired. The following week consumer and our company exchanged emails regarding the move out procedures & our company arranged to come and take pictures of the repair. 8/24 consumer sent an email to her property manager noting "You have been such a pleasure to work with and such an asset to On-Site." 10/20 On-Site mailed consumer the accounting required by law as well as her remaining balance from her security deposit. In conclusion consumer had nearly 3 months to provide information to our company to avoid this situation and consumer chose not to assist with the process. I believe On-Site treated this consumer fairly and in accordance with all legal obligations.

My family was provided severely inferior service from On-Site Rentals. There was a constant lack of care or concern for us.[redacted] was my property manager and throughout the year that we rented from On-Site I never met her once. I called her on many of occasions but she was either "busy" or had gone home for the day (at 3 P.M.). It was only on very rare occasions that I was actually able to get in touch with her. The receptionist would always tell me to leave a message because "[redacted] was really good at returning calls quickly". After leaving messages, it was not unusual to wait over a week to hear from her and it wasn't because she called me back it's because I hounded her with phone calls.I had called so often because the house we rented constantly had problems. They weren't always big problems but even little things like having the valve replaced in a toilet took more than 5 weeks and I assure you, it was not from lack of trying on my part. Another repair we needed was a leaky toilet in the upstairs bathroom that was coming through the ceiling by way of the ceiling fan and dripping steadily on the living room carpet . We called the "emergency" line to get help but the emergency line has you leave a message and the company will get back to you within 48 hours. The leak took several weeks to get repaired which required the repainting of the ceiling.Upon arrival at the house we noticed that the tiled kitchen floor was cracked and installed on an uneven surface. I reported it to the company and told them that it would only get worse due to the uneven surface and never heard back from them. After hounding them for several weeks, they finally told us that they talked to the homeowners and that the floor wouldn't be repaired. Meanwhile, my baby was learning to crawl and walk and would always try to eat the grout and chipped tile. We wound up having to block off that area of the house from our son.The company did their "quarterly" inspections twice during the year that we were there and never showed up on time. The first time they showed up 30 minutes early and my nursing wife had to stop feeding our hungry (now crying) son because of it. During inspections they walk around with a clipboard and constantly write stuff down without telling you what they're writing like its some sort of big secret. When I would ask they'd say, "its not a big deal or anything, I'll tell you if I see something unusual".When we were moving out I tried to call [redacted] to ask questions about the move out and of course I couldn't get in touch with her for, again, several weeks. I got extremely frustrated at this point in time and called [redacted]'s boss. I explained all the problems we had with [redacted] and she assured me she would "take care of it". Of course, [redacted] called me immediately after I got off the phone with her boss. Upon leaving, we thoroughly cleaned the house. When I called to schedule the final inspection they told me they could send me a guide for how to clean the house. I told her that that would have been really helpful for [redacted] to offer me when I told her I was moving out. After they inspection we were told we had 2 days to get the cleaning and maintenance done that was found. We received a list that was very inaccurate. I called and reported it and they called the homeowner who told them that a lot of the things that we were told to move, were actually theirs. There was a broken doorbell, a broken blinds turning rod, and a small hole in one of the walls that were all present upon our arrival at the house but the homeowner and company insisted that we cause the damaged. We had pointed out the blinds turning rod and hole in the wall on move in and during our 2 quarterly inspections. We were billed for lawn maintenance upon exit which we had paid someone to do just prior to the final walk through. Desired SettlementThis company kept over $700 dollars of our deposit for several damaged items which we did not damage. We were charged for carpet cleaning when we used a professional carpet cleaning machine just prior to exit on ALL carpets in the house. House cleaning bill was over $400 dollars (separate from carpet cleaning). and we were charged for lawn maintenance which we had already done. We are will to pay for the cleaning that WAS REQUIRED but not any other cleaning. We are requesting $500 back from the company for the undue costs charged us upon exit as well as the extreme emotional anguish they put us through. We would also like to see [redacted] counseled for horrible business practices and taught how to properly take care of tenants as we never even saw her once during our year at the house.Business Response I am going to chose not to address the personality conflict Mr. [redacted] has brought up regarding the property manager who handles the property he resided in. Mr. [redacted] contacted our office to request speaking with a person above the property manager and I stepped in to handle the close out of his account with our company. I do not think who the property manager is the issue. I think after reading the complaint Mr. [redacted]'s issue is the amount of money that was not returned to him upon moving out of the property. I have supporting documentation I would be happy to include that demonstrates how repairs were handled while he lived in the property. Regarding the tile in the kitchen the homeowners were contacted and the homeowners decided not to repair the tile. The tile is currently still in the same status as when Mr. [redacted] lived in the property and the property is currently occupied. Per NC law the homeowner is responsible to keep the home habitable. Repairing ceramic tile does not fall under this law and it is up to the owner to decide to make the repair or not. We can not force the owner to make cosmetic repairs. Once Mr. [redacted] and I started communicating I was under the impression our working relationship was one of clear communication. Mr. [redacted] moved out of the property the beginning of Sept. He was obligated and gave notice for Sept. 30th. Mr. [redacted] was aware he was responsible for the property through the end of Sept regardless if he was living there or not per the lease he signed. Mr. [redacted] did not set up his move out inspection until the end of the month on 9/26. We had already secured another tenant moving in Oct. 3rd so this timeline did not allow for a lot of repairs or maintenance. Mr. [redacted] signed the move out inspection listing all items found, also I emailed Mr. [redacted] on Monday 9/29 with a list of outstanding items, we also spoke on the phone about the items listed. At the time we spoke on the phone I gave him ballpark estimates for cleaning the home of $450, carpet cleaning for $150-$175 and mowing the yard of $50. The only estimate I could not provide him were for the repair issues. Mr. [redacted] also asked me to contact owner regarding a few items on the list Mr. [redacted] stated were there upon move in. I did contact owner they agreed to a few items were there and disagreed to remaining items. I called Mr. [redacted] with the items that the owner agreed to and disagreed to. We also discussed the move in inspection and the fact the remaining disputed items were not notated on the move in that Mr. [redacted] signed. I also followed up this phone conversation with an email dated 9/29 with a detailed list of items the owners agreed and disagreed to. I gave Mr. [redacted] the option of correcting the outstanding items himself, on Monday 9/29 Mr. [redacted] stated they would take care of the items on their own. On Tuesday 9/30 I received an email from Mr. [redacted] stating "upon further conversation with my wife she has informed me that the timeline with which you have given us to having everything ready before the 3rd. We will not be able to get the cleaning and repairs done on the list. That being said, We are going to need to have you send you people in to take care of it. Of course, we will only be paying for the cleaning/repairs mentioned in prior E-Mail, is that correct? and also, we'll receive a summarized bill afterwards?" Once I received Mr. [redacted]'s email we moved forward with taking care of outstanding items and having the home ready for the new tenants. Mr. [redacted] called the following week and I went over his move out disposition with him to include the final bills and the dispositin was dated 10/7/14, well within the 30 days we have by law to complete and send out. It is my position Mr. [redacted] had a month to make sure the home was move in ready. We would have been happy to inspect earlier and provide him with the same opportunity to address any issues and re-inspect. In regards to not being aware of our expectations we have an email dated 8/4/14 11:41 am from my property manager to Mr. [redacted] "Thank you, I have received your written notice. Please call the office and speak with [redacted] to schedule your final walk-through appointment. Appointments are done M-F during normal business hours. If you need contractor information for house cleaning or carpet cleaning please let me know and I will be happy to provide you with some numbers" This was offered to Mr. [redacted] almost 60 days prior to the end of the lease. Per the lease Mr. [redacted] signed 8/20/13 on page 2 of 7 (l) tenants agree to have home and carpets professionally cleaned upon move-out and to provide agent with proof of receipt. Mr. [redacted] did state to me that he owned a "professional carpet cleaner" that was used in the home. It is my opinion per the lease Mr. [redacted] does not have the qualifications to be considered a professional carpet cleaner. In conclusion it is my goal as a business owner to provide quality property management services for our homeowners and our tenants. I am disappointed that Mr. [redacted] did not move out of his home with a favorable impression of his property manager. It is my opinion we tried to work with Mr. [redacted] during the move out process. I feel each one of our tenants is responsible in making sure they understand the move out procedures and meet the expectations prior to receiving the move out disposition. If a tenant is informed at the move out, signs the move out, has lengthy conversations with a representative from my office and is given the opportunity to take care of the items before we hire someone to take care of the items then I feel the tenant has been well informed and has no basis for a request for refund. Also once the deposit is disbursed the tenant would need to file a complaint against the homeowner in small claims court to petition to get some of the retained deposit back. Thank you for your consideration in this matter and please let me know if you have any questions or would like for me to send you my supporting documents.Sincerely,[redacted]Owner, On-Rentals, Inc.