Parr & Abernathy Realty, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11770067, and have determined that this proposed action [no action was proposed] would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I must say again that overall this has been a positive experience with this company until move out and I agree that open communication is imperative to resolve disputes It is frustrating to me that it has taken an official Revdex.com complaint to get a response for more information from the company It sounds to me in Shanna's response that the $charge is now for touching up only the stairwell and the dining room? In my original move out report the charge was listed as "touch up painting throughout home to include removal of nails and patching holes" and "touch up walls" on another sheet Nowhere does it specify only these two rooms even in my multiple emails to the company asking for further justification for these charges Hopefully you can understand my confusion on this point Also I don't understand how it could cost $to touch up two rooms that were freshly painted before we moved in? This seems very expensive to me but reasonable if one were to touch up the entire house given the condition of rest of the rooms (especially the kitchen and living room) upon move in and move out as I have documented The compared charge of $sounds like it was to patch prime and paint the entire room and stairwell which is very different from "touching up" We do have two small dogs and it would not surprise me at all if they did cause some minor damage to the window sill area (they looked out the windows a lot) It seems reasonable to me that repairing this should come from the non-refundable pet deposit -- not the security deposit if this is the case.May I see digital copies of these extra pictures? My move out report has only pages of pictures and I have the feeling is missing the pictures that Shanna is calling out The copy of the response that I have from P&R (through Revdex.com) does show all pages but it seems the scanner/copier didn't work very well or something else went wrong The pictures are blotches of black and white and I cannot make anything out much less the details that Shanna refers to in the pictures Given that Shanna's response did not mention the other rooms in the house I assume they do acknowledge that the damage in the kitchen/living room and other areas of the house was not cause by me and I am not responsible as shown by my documents/pictures I would like to see the extra pictures showing the damage to the living room and stairwell The copy I have are black and white and unusable (looks like a poor scan or photocopy quality).I would like clarification on what exactly was done for the $charge that I am disputing Was it only to touch up the two areas Shanna mentioned in her response? Or to touch up throughout the house as the move out report says?I would like to know what damage is covered by my non-refundable pet deposit of $ It sounds like the damage Shanna mentioned in the dining room is exactly for this purpose and as such would be charging double to take it from my security deposit as well.In an effort to save all of us more back and forth on this issue I'm willing to accept a pro-rated reimbursement for the touch up of the two areas Shanna mentioned based on the sq footage of the house According to the MLS listing the dining room is 12xand lets assume the stairwell is about the same area which would be 288sqft/2062sqft or roughly 14% of the house So for the sake of closure I'll assume the damages she mentioned are my fault and that the $charge is for touching up the entire house (as their documents say) which means I'll accept a refund of $(86% of 175) to close the issue Also I will revise my negative reviews I left on other sites
Respectfully,
Kevin ***

Dear Ms***, My name is Shanna W*** and I am the
Property Manager for Parr & Abernathy Realty, IncThank you for taking the
time to reach out to us regarding the above referenced complaint case number
We truly appreciate the opportunity to share with you documentation to justify
not
only the disputed charge listed on the complaint, but the entire move out
processMrand Mrs*** took possession of the dwelling unit located at
*** *** *** ** *** *** on February 1, They signed a
month rental agreementPrior to Mrand Mrs*** taking possession of
the dwelling unit, our office oversaw a few repairs and cleaning tasks to
ensure the house was ready for a new occupantMost of these items were the
result of the former tenant moving out, but nonetheless were taken care of
prior to the *** family moving inThese repairs included painting the
entire dining room and stair well; cleaning the entire house; and professional
cleaning of the carpets(see attached paid invoices}As well as signing the
lease agreement, Mrand Mrs*** were given a written move in inspection
report, referred to as a damage addendum in the VRLTA, to examine and add notes
to before submitting back to us within the first five days of taking possession
of the propertyThey submitted this form back to our office on February 2,
2016, with several notes written in addition to what *** P*** had
documentedWe strongly encourage lease holders to take time to review these
documentsThe move in report does indicate both by my office employee notes
and the *** add-ons that there were marks on some of the wallsThe report
also indicated that the dining room and the stairway were both freshly painted
This was not negated on the condition of the walls, simply that there were
scuffs along the baseboardsThere was no painting completed on the trim work,
only the wallsThis is indicated on pages and of the enclosed copy of the
move in inspection reportDue to a relocation of an employer, the Farney
family exercised an early termination clause in their rental agreement; gave
notice to vacate on June 24, that was accepted through August 31, 2016;
then vacated the property on August 12, The final move out inspection was
completed on August 15, You will see the date on the enclosed photos
attached to the security deposit disposition documentationSeveral photos are
taken at the move out process; however some may not apply to the actual
disposition of the tenant's depositWe take an abundance of photos to ensure
that we have all we needFor easier reference, J have numbered the photo pages
1-Page indicated the dining room photos where photos ** * *** * show
marks on the walls and claw marks on the window sill (this is the room the two
small dog crates were kept)These marks were not indicated as being present on
any documentation prior to the move out inspection taking placeOn page 9,
photos D, E, F, & G indicated the damage to the stairway wallsThere are
obvious signs that a baby gate of some sort was used at the top of the stairs
causing this damageAgain, the move in inspection report states that there
were scuffs at the baseboards but the walls were freshly paintedThe initial
cost of paying to paint the two above rooms in February was $After
only seven months ln a dwelling unit, no wall should have to be paintedI am
attaching for you a copy of the rental agreement, move in inspection report,
final disposition letter, and copies of invoices paid out prior to the lease
beginningI believe that you will see with all of these documents, we were
more than justified to hold them accountable for the move out expense that is
in disputeParr & Abernathy Realty, Jnchas been in business for years
this yearWe take a lot of pride in the customer experience for all of our
clients and customersMr*** did contact our office upon his receipt of
the letter and he and *** communicated on a few occasions regarding the
matterShe maintained the charges after reviewing the file again; as have we
in preparing this replyWe know that not every customer experience is going to
bring in five stars, but we certainly do not make it a goal to receive
unwarranted negative reviewsWe appreciate the communication Mr*** had
with our office during and after his tenancy was overOpen dialogue is always
the key to a resolutionI thank you for the opportunity to share our
experience with you; and should you have any further questions for us please do
not hesitate to contact our office at *** or via email at
***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11770067, and have determined that this proposed action [no action was proposed] would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I must say again that overall this has been a positive experience with this company until move out and I agree that open communication is imperative to resolve disputes.  It is frustrating to me that it has taken an official Revdex.com complaint to get a response for more information from the company.  It sounds to me in Shanna's response that the $175 charge is now for touching up only the stairwell and the dining room?  In my original move out report the charge was listed as "touch up painting throughout home to include removal of nails and patching holes" and "touch up walls" on another sheet.  Nowhere does it specify only these two rooms even in my multiple emails to the company asking for further justification for these charges.  Hopefully you can understand my confusion on this point.  Also I don't understand how it could cost $175 to touch up two rooms that were freshly painted before we moved in?  This seems very expensive to me but reasonable if one were to touch up the entire house given the condition of rest of the rooms (especially the kitchen and living room) upon move in and move out as I have documented.  The compared charge of $228.50 sounds like it was to patch prime and paint the entire room and stairwell which is very different from "touching up".  We do have two small dogs and it would not surprise me at all if they did cause some minor damage to the window sill area (they looked out the windows a lot).  It seems reasonable to me that repairing this should come from the non-refundable pet deposit -- not the security deposit if this is the case.May I see digital copies of these extra pictures?  My move out report has only 8 pages of pictures and I have the feeling is missing the pictures that Shanna is calling out.  The copy of the response that I have from P&R (through Revdex.com) does show all 19 pages but it seems the scanner/copier didn't work very well or something else went wrong.  The pictures are blotches of black and white and I cannot make anything out much less the details that Shanna refers to in the pictures.  Given that Shanna's response did not mention the other rooms in the house I assume they do acknowledge that the damage in the kitchen/living room and other areas of the house was not cause by me and I am not responsible as shown by my documents/pictures.  I would like to see the extra pictures showing the damage to the living room and stairwell.  The copy I have are black and white and unusable (looks like a poor scan or photocopy quality).I would like clarification on what exactly was done for the $175 charge that I am disputing.  Was it only to touch up the two areas Shanna mentioned in her response? Or to touch up throughout the house as the move out report says?I would like to know what damage is covered by my non-refundable pet deposit of $250.  It sounds like the damage Shanna mentioned in the dining room is exactly for this purpose and as such would be charging double to take it from my security deposit as well.In an effort to save all of us more back and forth on this issue I'm willing to accept a pro-rated reimbursement for the touch up of the two areas Shanna mentioned based on the sq footage of the house.  According to the MLS listing the dining room is 12x12 and lets assume the stairwell is about the same area which would be 288sqft/2062sqft or roughly 14% of the house.  So for the sake of closure I'll assume the damages she mentioned are my fault and that the $175 charge is for touching up the entire house (as their documents say) which means I'll accept a refund of $150 (86% of 175) to close the issue.  Also I will revise my negative reviews I left on other sites.
Respectfully,
Kevin [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11770067, and have determined that this proposed action [no action was proposed] would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I must say again that overall this has been a positive experience with this company until move out and I agree that open communication is imperative to resolve disputes.  It is frustrating to me that it has taken an official Revdex.com complaint to get a response for more information from the company.  It sounds to me in Shanna's response that the $175 charge is now for touching up only the stairwell and the dining room?  In my original move out report the charge was listed as "touch up painting throughout home to include removal of nails and patching holes" and "touch up walls" on another sheet.  Nowhere does it specify only these two rooms even in my multiple emails to the company asking for further justification for these charges.  Hopefully you can understand my confusion on this point.  Also I don't understand how it could cost $175 to touch up two rooms that were freshly painted before we moved in?  This seems very expensive to me but reasonable if one were to touch up the entire house given the condition of rest of the rooms (especially the kitchen and living room) upon move in and move out as I have documented.  The compared charge of $228.50 sounds like it was to patch prime and paint the entire room and stairwell which is very different from "touching up".  
We do have two small dogs and it would not surprise me at all if they did cause some minor damage to the window sill area (they looked out the windows a lot).  It seems reasonable to me that repairing this should come from the non-refundable pet deposit -- not the security deposit if this is the case.
May I see digital copies of these extra pictures?  My move out report has only 8 pages of pictures and I have the feeling is missing the pictures that Shanna is calling out.  The copy of the response that I have from P&R (through Revdex.com) does show all 19 pages but it seems the scanner/copier didn't work very well or something else went wrong.  The pictures are blotches of black and white and I cannot make anything out much less the details that Shanna refers to in the pictures.  
Given that Shanna's response did not mention the other rooms in the house I assume they do acknowledge that the damage in the kitchen/living room and other areas of the house was not cause by me and I am not responsible as shown by my documents/pictures.  
I would like to see the extra pictures showing the damage to the living room and stairwell.  The copy I have are black and white and unusable (looks like a poor scan or photocopy quality).
I would like clarification on what exactly was done for the $175 charge that I am disputing.  Was it only to touch up the two areas Shanna mentioned in her response? Or to touch up throughout the house as the move out report says?
I would like to know what damage is covered by my non-refundable pet deposit of $250.  It sounds like the damage Shanna mentioned in the dining room is exactly for this purpose and as such would be charging double to take it from my security deposit as well.
In an effort to save all of us more back and forth on this issue I'm willing to accept a pro-rated reimbursement for the touch up of the two areas Shanna mentioned based on the sq footage of the house.  According to the MLS listing the dining room is 12x12 and lets assume the stairwell is about the same area which would be 288sqft/2062sqft or roughly 14% of the house.  So for the sake of closure I'll assume the damages she mentioned are my fault and that the $175 charge is for touching up the entire house (as their documents say) which means I'll accept a refund of $150 (86% of 175) to close the issue.  Also I will revise my negative reviews I left on other sites.
Respectfully,
Kevin [redacted]

Dear Ms. [redacted], My name is Shanna W[redacted] and I am the
Property Manager for Parr & Abernathy Realty, Inc. Thank you for taking the
time to reach out to us regarding the above referenced complaint case number.
We truly appreciate the opportunity to share with you documentation to justify
not...

only the disputed charge listed on the complaint, but the entire move out
process. Mr. and Mrs. [redacted] took possession of the dwelling unit located at
[redacted] on February 1, 2016. They signed a
12 month rental agreement. Prior to Mr. and Mrs. [redacted] taking possession of
the dwelling unit, our office oversaw a few repairs and cleaning tasks to
ensure the house was ready for a new occupant. Most of these items were the
result of the former tenant moving out, but nonetheless were taken care of
prior to the [redacted] family moving in. These repairs included painting the
entire dining room and stair well; cleaning the entire house; and professional
cleaning of the carpets. (see attached paid invoices}. As well as signing the
lease agreement, Mr. and Mrs. [redacted] were given a written move in inspection
report, referred to as a damage addendum in the VRLTA, to examine and add notes
to before submitting back to us within the first five days of taking possession
of the property. They submitted this form back to our office on February 2,
2016, with several notes written in addition to what [redacted] P[redacted] had
documented. We strongly encourage lease holders to take time to review these
documents. The move in report does indicate both by my office employee notes
and the [redacted] add-ons that there were marks on some of the walls. The report
also indicated that the dining room and the stairway were both freshly painted.
This was not negated on the condition of the walls, simply that there were
scuffs along the baseboards. There was no painting completed on the trim work,
only the walls. This is indicated on pages 3 and 5 of the enclosed copy of the
move in inspection report. Due to a relocation of an employer, the Farney
family exercised an early termination clause in their rental agreement; gave
notice to vacate on June 24, 2016 that was accepted through August 31, 2016;
then vacated the property on August 12, 2016. The final move out inspection was
completed on August 15, 2016. You will see the date on the enclosed photos
attached to the security deposit disposition documentation. Several photos are
taken at the move out process; however some may not apply to the actual
disposition of the tenant's deposit. We take an abundance of photos to ensure
that we have all we need. For easier reference, J have numbered the photo pages
1-19. Page 8 indicated the dining room photos where photos [redacted] show
marks on the walls and claw marks on the window sill (this is the room the two
small dog crates were kept). These marks were not indicated as being present on
any documentation prior to the move out inspection taking place. On page 9,
photos D, E, F, & G indicated the damage to the stairway walls. There are
obvious signs that a baby gate of some sort was used at the top of the stairs
causing this damage. Again, the move in inspection report states that there
were scuffs at the baseboards but the walls were freshly painted. The initial
cost of paying to paint the two above rooms in February 2016 was $228.50. After
only seven months ln a dwelling unit, no wall should have to be painted. I am
attaching for you a copy of the rental agreement, move in inspection report,
final disposition letter, and copies of invoices paid out prior to the lease
beginning. I believe that you will see with all of these documents, we were
more than justified to hold them accountable for the move out expense that is
in dispute. Parr & Abernathy Realty, Jnc. has been in business for 30 years
this year. We take a lot of pride in the customer experience for all of our
clients and customers. Mr. [redacted] did contact our office upon his receipt of
the letter and he and [redacted] communicated on a few occasions regarding the
matter. She maintained the charges after reviewing the file again; as have we
in preparing this reply. We know that not every customer experience is going to
bring in five stars, but we certainly do not make it a goal to receive
unwarranted negative reviews. We appreciate the communication Mr. [redacted] had
with our office during and after his tenancy was over. Open dialogue is always
the key to a resolution. I thank you for the opportunity to share our
experience with you; and should you have any further questions for us please do
not hesitate to contact our office at [redacted] or via email at
[redacted]