Palace Properties, LLC

Thank you for your prompt response this morning. I’m writing regarding the following complaint: [redacted]Palace Properties LLC2489 1st Avenue C-129Huntington, WV  25703 Customer Information:  V[redacted]Complaint...

Involves:        Billing or Collection Issues The tenant referenced above leased a single family home ([redacted] from April 1, 2016 through March 31, 2017.Her complaint list 3 items:Monthly rent charged for April and May 2017 following the end of her lease.RESPONSE:         The monthly rent was setup as a recurring charge which automatically posted April 2017 and May 2017 rent to the tenants account until we “Moved Out” the tenant in our system. Attached is an Audit Log for this property which shows that the these charges have been deleted. The delay in moving out the tenant occurred during the onboarding of a new rental agent.Tenant references a lease uploaded to her account showing a lease starting April 2017.RESPONSE:         A new lease document was uploaded to her account on April 5, 2017. However, the lease document was blank. New blank leases were sent out to all tenants whose leases were expired or expiring to give them an option to renew their lease. A new lease was never executed.Tenant has called and left messages as well as email to resolve this matter.RESPONSE:         We pride ourselves in providing top level service to our tenants. In order to handle the volume of tenants and tenant needs, we have recently added a full time rental agent to our team to maintain tenant relationships. She started on April 6, 2017. We apologize that Ms. Sanchez attempts to contact us were not responded to in a timely manner. Our goal is to be the premier rental agent in Huntington.   Documents attached:Audit Log showing removal of tenant charges for April and May 2017Screen shots of the tenant’s online account.Print out of the lease document uploaded to her account on April 5, 2017. We apologize that [redacted]z left our properties with less than a positive experience. Please let me know if you need any additional information regarding this matter. Sincerely,  L[redacted]Palace Properties LLC[redacted]704-560-1562