Complaint:
I am rejecting this response because:I do not believe any resolution was offered, nor do I believe one will be reached at this pointI provided a legally bound document in my lease agreement and original moinspection, signed by both parties, reflecting the deficiencies in the home the property manager has withheld a portion of my deposit for. I would like to thank the Revdex.com for accepting my inquiry and caution everyone about the property manager's you go into business with.
Regards,
*** ***
This tenant has already disputed these charges with us. Their evidence has been given full consideration and a refund of $was providedThe remaining charges were deemed valid, based on the move out inspection and associated photos. All relevant evidence has been provided to
the tenant in previous email communicationsHere is an excerpt from the final email sent to them regarding the original dispute filed with us:"I have finished reviewing the new evidence you sent meFirst, let me assure you that no one entered the home between the date you surrendered keys and the date our inspector performed the move out inspectionUnfortunately, you did not include any documentation from Hamilton Electric in the email attachmentsIf you do provide proof of service through July 2016, I will certainly refund that $charge to youThe photos of the yard you sent me clearly establish that the lawn was not freshly cut and trimmed the day of the photo, or even a day or two earlierFor starters, I can see the weeds right under the date/time stamp in the back yard photo are clearly not freshly cutAlso, I can see grass creeping onto the concrete, indicating edging was not performed as required, or the work was done several days before the photo was takenFurther, when I zoom in on the back yard photo, I can see all the tall grass in the back laying over on itself, as well as the tall grass around the base of the treeAs you already said , your photo of the refrigerator does not show the area of the shelf in questionAgain, I can only assure you that no one entered the property prior to our inspectionYour photo of the sink shows the same residue along the outer seams, as well as some of the dried water spots on the sink tub walls, as our move out inspection photoPlease understand that the water in the move out inspection photos is from our inspector testing the faucet, and you were not held responsible for that.Unfortunately, nothing you have sent me changes the determination made earlier on this disputeAgain, if you can get me the paperwork from the utility company, I will be happy to readdress that issue." Now they appear to be claiming that the unit was in terrible shape when they moved in so they should not be liable at move outOn their moInventory and Condition Form (attached), they only listed the microwave, some of the baseboards, and a bathroom countertop as dirty at move in. They never requested we correct those minor issuesThe house was professionally cleaned prior to their moving in. We also provide all tenants hours to report cleaning issues after receiving keys and request a re-cleanThis is a written policy provided to all new tenantsOur records indicate they never made such a request. We believe all of the charges against the tenant's security deposit are correctly applied in accordance with the Residential Lease they signed and the Texas Property CodeWe are not prepared to make further adjustments to the charges
First, we would like you to know that we have a thorough and comprehensive dispute process that Ms*** either was unaware of or chose not to take advantage ofThis is the first time we have heard her concerns regarding the security deposit.As for the spot painting, the charges to her
deposit had nothing to do with the off-color spot paint that existed when she moved inHer charges were related to new damages that were not present when she took possession of the unit The total painting bill was $She was only billed $for some minor damages to the walls that did not exist when she moved inThe owner paid the remaining share of the billHaving said that, I agree that, based on the condition of the paint when she took possession, she should not have been billed for these minor damagesI am refunding the $75.As for the cleaning, there were several items that were either missed altogether, or that were not cleaned in accordance with our move out cleaning checklistThis checklist is provided to tenants at the back of our Landlord’s Rules and Regulations booklet, which is a part of the lease agreementThis book also contains a move out section that thoroughly explains the standards requiredThe checklist itself is also given to tenants when they submit their notice of intent to vacateI have attached the inspector’s notes and some photos that support the inspector’s findingsI have only attached a few of the hundreds of high resolution photos taken during this inspectionPlease understand that there will be some items that do not show up well in photosIn those cases, we must rely on the first-hand observations of the inspector, as annotated on the inspection sheetThe attached photos show some of the issues that are most readily identifiable in picturesThe full set of photos is available on our server for review.I hope the above explanations clarify the charges to Ms*** satisfactionBased on the evidence I have reviewed, she will receive a refund check in the amount of $The cleaning charge does appear to be justifiedMs*** can contact us directly if she has further questions or concerns regarding these charges
Complaint: ***
I am rejecting this response because: This person is lying about me in agreementYes we talked and the only thing I was in agreement with was the maintenance man coming to disarm the alarm system and see why we were without air for a weekThe maintenance man then showed up at the property hours earlier then the time agreed thinking no one was homeMy son is only and someone at least needed to be thereThis added to my stress an safetyThis company dosent care about my childern and I safetyI had no choice but to leave under those conditionsI also returned the keys to the home in the company drop box with noticeAgain this person has lied and didnt find the home abandon I told them.
Regards,
*** ***
I have spoken to *** over the phone and we have come to an agreement on how to move forwardFirst, I have apologized for the lack of response to her concerns about the alarm system from our staffThis Revdex.com complaint is the first time I am hearing of her concerns. I am sending out
an HVAC technician today to disconnect the alarm system from all power sources and install a standard thermostatThis will disable the entire alarm system, along with any cameras, lock controlling devices, and environmental controls (if any)I have assured her that the lock box on the outside of the property was installed by a Realtor who is not affiliated with this company, and who was attempting to sell the home prior to it coming under our managementUpon assuming management of the home and moving *** in, all of the locks in the home were re-keyed, and the only copies are in her possession, and in our maintenance office key boxAny keys that might still be in those Realtor lock boxes no longer work in any locks at that propertyFurther, we have recorded the serial numbers of the electronic lock boxes and reported them to the local Realtor association; asking them to track down the owner(s) and have them removedThis is something we cannot do without possibly damaging the property, as we do not have the required electronic codes to released the locksThese are expensive, tamper-proof, electronic lock boxes; so cutting them off is difficult without damaging whatever they are attached toFinally, we have addressed her concern that one of our employees is putting her personal business out to the general publicThe employee in question denies all such allegationsNonetheless, she has been verbally counseled on the severity of such a breach of confidence.I hope we have taken all the necessary steps to help *** and her family feel safe and secure in this home; and that we have begun to rebuild her trust in our organizationWe do strive to provide the absolute best in property management services, both to our property owners and to our tenants
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
According to our records, the keys were received by us on 12-16-the move out inspection (attached) was conducted on 12-19-17; two days after the move out, not a month laterThe picture of the baseboards was included in the previous response because the inspector noted the baseboards need to be cleaned in every roomThe windows do come cleanYour website only allows me to include attachmentsHowever, we have nearly high-resolution photos taken during the move out available on our servers for reviewThese photos, along with the inspectors first-hand observations (indicated on the move out inspection form) clearly identify the unit did not completely meet the required standard of cleanliness at move outObviously, some thing the inspector is able to see with the eye will not show up well in photosWe do the best we can to document cleaning issues with photographsWhere that is not possible, we must rely on the inspector's notes.We stand by our inspector's findingsThe additional cleaning was required to get the property up to the required standard
As we have explained to these owners,we must hold owners' maintenance funds for three billing cycles past the management termination date because there may be outstanding bills we have yet to receive. Specifically, the city can take up to (and sometimes longer than) 3 billing cycles to...
present us with a final water bill. Since we have a blanket account with the city, the bill reverts to our name automatically after a tenant vacates and cancels their service. If we did release the owner's maintenance fund to them immediately after they terminated their management agreement with us, we would have no way of recouping the money the city charges us on the final bill. Having said all of this, this owner's maintenance fund was released yesterday, via the normal ACH payment process (and prior to our receiving this complaint). In regards to the additional $50 they are asking for, I have no idea what they are referring to. I reviewed their past tenant's security deposit reconciliation and I do not see what they are asking about. If they could provide me with more information, I would be happy to look into it for them.
I am the General Manager of Armadillo Properties. I just received Mr. [redacted] question regarding the prorated rent yesterday afternoon. He sent the email to the property manager on Tuesday. I was planning on calling him today to explain the situation fully, as I needed time to research his...
claim. There is a misunderstanding here, in that the property in question has not yet been sold. It did go on the sales market and did go under contract. However, it is not scheduled to close until September 18. Even if it does close on that date, lease obligations survive the sale of a property. This means that unless the new owner occupies the unit or leases it to someone else, they (the new owner) would be entitled to any rents collected by the previous owner, prorated through the day of closing. If or when the new owner moves into the unit or moves a new tenant in, Mr. [redacted] will be refunded the pro-rated rents from that day forward. We cannot issue any prorated rents prior to that happening, as it is entirely possible that the sale will not close at all. It is equally possible that the new owner will seek to lease this unit out as well. The bottom line here is that we will be glad to refund Mr. [redacted] any pro-rated rents he may be entitled to once the unit sells and/or is occupied again. If he has any further questions, I would be happy to speak to him personally.I do apologize for any confusion caused during conversations with our staff. I would also like to add that as a 21 year, disabled, combat veteran myself, I certainly do respect those who serve and who have served. However, service members do not receive any special treatment here, outside those rights extended to them via the Service Members Civil Relief Act. At Armadillo Properties, we strive to treat EVERY customer and client with the highest level of dignity and respect; service members, retirees, and civilians alike. I hope this clears up the confusion and I will certainly ensure that Mr. [redacted] receives any refunds of rent he is due once the property is occupied again.
Complaint: [redacted]
I am rejecting this response because:For the company to state that we should “understand that our cleaning teams are human, and may sometimes miss some things” is ridiculous. If that is so, then the company should understand that our “cleaning teams are human” as well; obviously, those terms only apply towards the company. We moved in on 4/25/15 and that same day we called the company about re-cleaning the property. To state that our claim of calling the company for a re-clean is “untrue” clearly says that the company is calling us liars and we WILL NOT put up with that. Again, the company personnel told us to vacate the property if we wanted a re-clean so why would we lie about this? At this point it is our words as renters against a renting company and they will do what they can to profit. From reading other complaints by previous tenants to this company, we are not the only tenants that this company has cheated; therefore we believe that issues like ours are common for the company and they know it. We should have known that the clause in the lease stating that "tenants are not allowed to be present during the final inspection walk through" would lead to this.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Although this will go no where the home was taken off the market to sell prior to the end of the month which would not entitle anyone the opportunity to lease the property which would in turn allow for your company to double profit yet again like all the other complaints that have been filed against you. I respect your service, but someone that has served would not take advantage of others like this company has done for as long as they have done. Look at your reviews not just here but on google, yelp. They are the same issue. Also I made the phone call on tuesday, August 5th to the office in the early morning with no response that day nor the following until I made this complaint almost 48 hours after the initial call. yoi can attempt to justify this just as your staff member who was completely and utterly rude did, but in the end, you and your company once again double profited from your VALUED customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First, let me say that it is regretful that our owner decided to file this complaint with you without giving us adequate time to respond directly to them. We only received their complaint Tuesday afternoon. In order to give them a complete answer, a lot of research and comparing of photos and...
documents is required. This process normally takes up to 5 business days. It has only been 3. I was literally in the process of formulating a response to them when I got the notice about this complaint. Here are the results of our research:
Garage Remotes
– All records indicate we never received garage remotes for this property. The
Owner’s Notice Concerning Condition of Property Under Property Management
Agreement, completed and signed by both of you, indicates no remotes were
provided to us at intake. Our own Property Manager’s Inventory and
Condition Report (intake inspection), indicates no remotes were present. The
previous tenant’s move in Inventory and Condition Form indicates they did not
receive garage door remotes; presumably because we never had any to issue them.
Al three documents are attached for your review.
Stained Carpet
– We did perform a professional carpet cleaning when the previous tenant
vacated and the tenant was billed for this service. The cleaning did include
spot treatments. However, in some cases, spots are actually stains that cannot
be removed. The previous tenant was charged for the new stains they caused in
the living room and those funds were paid to you. Further, our intake
inspection and photos indicate that many of these stains were present at the
time we received the property into our management. The previous tenant was not
charged for these pre-existing conditions. See attached intake photos.
Scraped Kitchen
Floor – These scrapes and gouges were present when you placed the property into
our management. If you would like us to replace the flooring because of this
damage, it will be at your expense. So far, the damage has not proven to
be barrier to securing tenants, so we have not recommended replacement.
Again, if you want it replaced, we will do so at your cost, as the damage
existed when you brought the property to us. See attached intake photos.
Dishwasher – We
have no record of the previous tenant ever reporting a problem with the
dishwasher. Our inspector annotated that the dishwasher was “OK” during the
move out inspection; indicating that they did test it and everything was
functioned as it should. Appliances can fail at any time. Furthermore, they can
experience intermittent failures. I cannot explain why it suddenly stopped
working shortly after the current tenant moved in, but it has nothing to do
with a lack of maintenance on our part. Now that the new tenant has reported
the problem, we will address it accordingly. We will not be responsible for the
cost of the repair, as we had nothing to do with the failure of the appliance.
It is most likely that the previous tenant had nothing to do with it either, as
there was no indication during the move out inspection of misuse, abuse, or
neglect.
HVAC Filter – We did inspect and replace
this filter after the previous tenant moved out and they were billed for this
service. Since I have no way of knowing what the current tenant was looking at
when they did their Inventory and Condition Form, I cannot determine if they
are looking in the correct place for the filter. I will send someone to the
unit immediately to check for proper filter installation.
Hallway Bath Floor – See attached intake
photos. This was a pre-existing condition. Same as kitchen floor. If you want
us to replace the flooring it will be at your expense.
Rusty Bathtub Drains – The tub drain
shoe was losing its chrome finish when we took the property into management.
See attached photo. The condition deteriorated over time. I agree that we could
have replaced this during the last make ready. However, this would have been
done at your expense, as this is a normal wear and tear issue. We can replace
it if you would like us to. I will waive the service call fee and charge only
for materials and labor. We can do this at the same time we are checking the
HVAC filter situation. Just let me know if this is what you would like. Again,
this did not prevent us from quickly securing you a new tenant.
I hope the
above explanations and attached documentation clarify things. Please
feel free to contact me directly if you still have questions or concerns
regarding these issues. (Photos provided to our owners in email response sent directly to them.)
Complaint: [redacted]
I am rejecting this response because:I shouldn't have been charged for maintenance period. Unfortunately due to my ignorance about rental companies and how they operate I felt as if I had nothing to go off of with perusing the claim with the company. I have a copy of my move in sheet which the company also has a copy of and the place was not cleaned upon my moving in yet they want me held to a standard that wasn't met upon my arrival and I did it myself. this seems as if whatever the company says goes and that isn't right. the guy saying her can assure no one was rude when he wast there is ridiculous. I had to wait over 3 weeks for a resolution I was not satisfied with. they are saying I was billed something and didn't pay so it was taken from my deposit but I never received a bill I requested maintenance and they didn't even want to send someone until after I moved out I had to call in because I got no response and still had two or more weeks left in the unit and I needed the dryer. whenever I paid my rent I paid in full. not to mention the dryer was repaired right after I moved in but they aren't stating that and the guy who fixed it told me that those buttons are cheap and how the company like to says its the tenants fault. needless to say I never saw that maintenance guy again. I feel as if they tried to take extra money as they saw fit and its not right.
Regards,
[redacted]
This tenant’s dispute regarding her security deposit charges was answered thoroughly, with supporting documentation and photos attached, on February 2nd. As you can see in her email response to the initial resolution, she accepted all charges other than the dryer start button replacement. In her...
same email, she claims she is not responsible for the dryer start button because it had to be repaired two other times during her tenancy, and she was not billed for either repair. Here are the facts:Prior tenants made no work requests related to the dryer. Prior inspections conducted by us indicate no issues with the dryer. 10-28-2011 – Ms. [redacted] moved in.12-5-2011 – Ms. [redacted] reported dryer start button “will not work”. The date reported indicates that the dryer was functioning normally for over a month after the tenant moved in. An outside vendor, All American Appliances, was sent to service the unit. Their notes indicated that nothing was wrong with the dryer and no parts were required. They indicated the required repair was to “mount dryer start knob”. (see attached invoice) When asked about the repair, they said the button was pushed in too hard and got stuck. The owner paid this bill as a gesture of good will, because the tenant was relatively new.4-11-17 – Tenant submitted work request stating, “I need my dryer repaired. I can't press the start button to turn the dryer on. It is just flat, and it normally is a little raised to be able to be pressed. Please get someone out as soon as possible.” The date of this request indicates the button was functioning normally for over 5 years. The tech who did this repair stated they “repaired start switch on dryer”. When asked about the repair, the tech said the button was stuck in. Again, the owner paid the bill as a gesture of goodwill, because the tenant had been in the property for so long.The owner choosing to pay these two bills does not negate the fact that on both occasions, the techs stated the button was stuck in the pressed position as a result of being pressed too hard. 10-31-17 – We received another work request regarding the dryer button which stated, “The start button on my dryer needs to be repaired.” A third technician made the following notes about the repair: “Dryer start button pushed in all the way. Again. Reinstalled start button. Left note to tenant about pushing it in.” The notice the tech left for the tenant is attached for reference.The tenant was billed $40 for this service call, as it was the third time we had to unstick the dryer start knob. The tenant never paid the charge, so it was carried over and deducted from her security deposit when she moved out. According to three separate maintenance technicians, the cause of the problems with the dryer start button was the tenant pushing it in too hard. She was only billed for one of the three resulting service calls. In her own email, she accepts responsibility for all other charges against her security deposit. She has now filed a complaint with claiming all charges are fraudulent. This is after she accepted the charges as valid. We are sorry MS. [redacted] is not happy with this decision. I can assure you that noone here was rude to her at any time. We are unsure why Ms. [redacted] has chosen to re-dispute every charge and through you and is now asking for a full refund of her security deposit. After she reviewed our evidence the first time, she accepted responsibility for every charge, accept the dryer start button. Unfortunately, we have not changed our position on any of these charges, as the evidence shows them all to be valid; including the dryer start button repair.
We are very sorry that this tenant is now not in agreement with what we discussed over the phone. I did speak to her personally and we did come to an agreement on how we would proceed. We followed through with everything I discussed with the tenant. I even asked her to be sure and reply to this complaint, letting the Revdex.com know that we had come to a resolution. She said she would do so. Instead, she defaulted on her lease by abandoning the property without warning or notice. We discovered the abandonment while trying to respond to her concerns. Then, she replies to this complaint by telling you that we never had any meeting of the minds in moving forward. I simply do not know how to respond to someone who says one thing in person and then does the exact opposite; even as I am addressing all of her concerns. There is nothing further that can be done here, as this tenant is now in default on her lease and has abandoned the property. We regret that she was not willing to allow us to address her concerns.
We are very sorry this tenant is not satisfied. However, we have done everything we can to explain the charges against their security deposit. We did have the unit professionally cleaned and the landscaping done prior to their move in. The home was vacant for a few weeks, and we do understand that some minor touch up cleaning may have been needed after such a period. We also understand that our cleaning teams are human, and may sometimes miss some things. That is why our written policy states that tenants can request a re-clean, in writing, within 48 hours of receiving keys and we will accommodate that request at no charge. The policy is also very clear that, if they do not make such a request, they are assuming full responsibility to ensure the unit meets the required standard at move out. As for the tenant being told that we would not re-clean the unit unless they vacated, that is simply untrue. Performing minor touch up cleaning after a tenant moves in is a normal procedure for us; providing they request the service in writing within 48 hours of moving in. Again, our records indicate that this tenant made no such request. Our records do indicate that they submitted 8 written work requests within the first 5 days of their tenancy (lease started 4/25/15). We responded to all of their requests in a timely manner. Many at no charge to them or the landlord. None were for additional cleaning. One was a request to mow, trim, and edge the lawn; which we did two days after they moved in; again at no charge, per our written policy. We have already sent this tenant photos and the inspection worksheet, showing exactly what they were billed for and why. I have attached a screenshot of the work history on the unit, beginning with the make ready work we did prior to their lease start date, through the end of their lease. We maintain that these charges are valid.
Tenant has been responded to via the following email: Dear Mr. and Mrs. [redacted]: I contacted the Landlord yesterday evening as I told you that I would do. I was simply not in a position to let you out of a lease without consulting them, and, after viewing the home, I did not agree...
with many of your statements as you are aware. However, I do agree that this property has a smoke odor to it, and I do agree that you do not want to live in it. The owner does not want you to rent this home if you do not want to live in it. He has requested that we release you from this lease and return your security deposit and pet fees, less any rekey fee he will incur. We will walk thru the home prior to 1PM today, and finding it in satisfactory condition, will have your check ready for you no later than 3PM today. Please return the keys at such time that you pick up your check today. Respectfully, [redacted]Realtor/OwnerArmadillo Properties
Complaint: 11688869
I am rejecting this response because:We are not accepting the response! The $50 charge that was refunded was for an electric fee that the company incorrectly charged us; it has nothing to do with the cleaning and yard maintenance fee. We are not claiming that the unit was in “terrible shape” at move in, DO NOT PUT WORDS IN OUR MOUTH! The home was dirty at move in. We do not agree to being charged the cleaning and yard maintenance fee because at move in, we called to inform management about the cleanliness of the home and requested it to be corrected, they told us that they will not clean the home unless we vacate the property, and as we mention before, we could not vacate the property at the time since our personal belongings had already occupied the home. As for the worm infestation, they will have notes that we have complained several times about it and nothing was done on their end. Again, they told us it was our responsibility. Since they claim that the home was “professionally cleaned” before we moved in, then how long was the home vacant before we moved in and why was the attic full of empty boxes? Their move out inspector should have caught that and had the boxes removed but yet we informed them of this and now are being charged for it as well. Dealing with this company is ridiculous. They say one thing over the phone and another later.
Regards,
Kazoua Cha
Complaint:
I am rejecting this response because:I do not believe any resolution was offered, nor do I believe one will be reached at this pointI provided a legally bound document in my lease agreement and original moinspection, signed by both parties, reflecting the deficiencies in the home the property manager has withheld a portion of my deposit for. I would like to thank the Revdex.com for accepting my inquiry and caution everyone about the property manager's you go into business with.
Regards,
*** ***
This tenant has already disputed these charges with us. Their evidence has been given full consideration and a refund of $was providedThe remaining charges were deemed valid, based on the move out inspection and associated photos. All relevant evidence has been provided to
the tenant in previous email communicationsHere is an excerpt from the final email sent to them regarding the original dispute filed with us:"I have finished reviewing the new evidence you sent meFirst, let me assure you that no one entered the home between the date you surrendered keys and the date our inspector performed the move out inspectionUnfortunately, you did not include any documentation from Hamilton Electric in the email attachmentsIf you do provide proof of service through July 2016, I will certainly refund that $charge to youThe photos of the yard you sent me clearly establish that the lawn was not freshly cut and trimmed the day of the photo, or even a day or two earlierFor starters, I can see the weeds right under the date/time stamp in the back yard photo are clearly not freshly cutAlso, I can see grass creeping onto the concrete, indicating edging was not performed as required, or the work was done several days before the photo was takenFurther, when I zoom in on the back yard photo, I can see all the tall grass in the back laying over on itself, as well as the tall grass around the base of the treeAs you already said , your photo of the refrigerator does not show the area of the shelf in questionAgain, I can only assure you that no one entered the property prior to our inspectionYour photo of the sink shows the same residue along the outer seams, as well as some of the dried water spots on the sink tub walls, as our move out inspection photoPlease understand that the water in the move out inspection photos is from our inspector testing the faucet, and you were not held responsible for that.Unfortunately, nothing you have sent me changes the determination made earlier on this disputeAgain, if you can get me the paperwork from the utility company, I will be happy to readdress that issue." Now they appear to be claiming that the unit was in terrible shape when they moved in so they should not be liable at move outOn their moInventory and Condition Form (attached), they only listed the microwave, some of the baseboards, and a bathroom countertop as dirty at move in. They never requested we correct those minor issuesThe house was professionally cleaned prior to their moving in. We also provide all tenants hours to report cleaning issues after receiving keys and request a re-cleanThis is a written policy provided to all new tenantsOur records indicate they never made such a request. We believe all of the charges against the tenant's security deposit are correctly applied in accordance with the Residential Lease they signed and the Texas Property CodeWe are not prepared to make further adjustments to the charges
First, we would like you to know that we have a thorough and comprehensive dispute process that Ms*** either was unaware of or chose not to take advantage ofThis is the first time we have heard her concerns regarding the security deposit.As for the spot painting, the charges to her
deposit had nothing to do with the off-color spot paint that existed when she moved inHer charges were related to new damages that were not present when she took possession of the unit The total painting bill was $She was only billed $for some minor damages to the walls that did not exist when she moved inThe owner paid the remaining share of the billHaving said that, I agree that, based on the condition of the paint when she took possession, she should not have been billed for these minor damagesI am refunding the $75.As for the cleaning, there were several items that were either missed altogether, or that were not cleaned in accordance with our move out cleaning checklistThis checklist is provided to tenants at the back of our Landlord’s Rules and Regulations booklet, which is a part of the lease agreementThis book also contains a move out section that thoroughly explains the standards requiredThe checklist itself is also given to tenants when they submit their notice of intent to vacateI have attached the inspector’s notes and some photos that support the inspector’s findingsI have only attached a few of the hundreds of high resolution photos taken during this inspectionPlease understand that there will be some items that do not show up well in photosIn those cases, we must rely on the first-hand observations of the inspector, as annotated on the inspection sheetThe attached photos show some of the issues that are most readily identifiable in picturesThe full set of photos is available on our server for review.I hope the above explanations clarify the charges to Ms*** satisfactionBased on the evidence I have reviewed, she will receive a refund check in the amount of $The cleaning charge does appear to be justifiedMs*** can contact us directly if she has further questions or concerns regarding these charges
Complaint: ***
I am rejecting this response because: This person is lying about me in agreementYes we talked and the only thing I was in agreement with was the maintenance man coming to disarm the alarm system and see why we were without air for a weekThe maintenance man then showed up at the property hours earlier then the time agreed thinking no one was homeMy son is only and someone at least needed to be thereThis added to my stress an safetyThis company dosent care about my childern and I safetyI had no choice but to leave under those conditionsI also returned the keys to the home in the company drop box with noticeAgain this person has lied and didnt find the home abandon I told them.
Regards,
*** ***
I have spoken to *** over the phone and we have come to an agreement on how to move forwardFirst, I have apologized for the lack of response to her concerns about the alarm system from our staffThis Revdex.com complaint is the first time I am hearing of her concerns. I am sending out
an HVAC technician today to disconnect the alarm system from all power sources and install a standard thermostatThis will disable the entire alarm system, along with any cameras, lock controlling devices, and environmental controls (if any)I have assured her that the lock box on the outside of the property was installed by a Realtor who is not affiliated with this company, and who was attempting to sell the home prior to it coming under our managementUpon assuming management of the home and moving *** in, all of the locks in the home were re-keyed, and the only copies are in her possession, and in our maintenance office key boxAny keys that might still be in those Realtor lock boxes no longer work in any locks at that propertyFurther, we have recorded the serial numbers of the electronic lock boxes and reported them to the local Realtor association; asking them to track down the owner(s) and have them removedThis is something we cannot do without possibly damaging the property, as we do not have the required electronic codes to released the locksThese are expensive, tamper-proof, electronic lock boxes; so cutting them off is difficult without damaging whatever they are attached toFinally, we have addressed her concern that one of our employees is putting her personal business out to the general publicThe employee in question denies all such allegationsNonetheless, she has been verbally counseled on the severity of such a breach of confidence.I hope we have taken all the necessary steps to help *** and her family feel safe and secure in this home; and that we have begun to rebuild her trust in our organizationWe do strive to provide the absolute best in property management services, both to our property owners and to our tenants
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
According to our records, the keys were received by us on 12-16-the move out inspection (attached) was conducted on 12-19-17; two days after the move out, not a month laterThe picture of the baseboards was included in the previous response because the inspector noted the baseboards need to be cleaned in every roomThe windows do come cleanYour website only allows me to include attachmentsHowever, we have nearly high-resolution photos taken during the move out available on our servers for reviewThese photos, along with the inspectors first-hand observations (indicated on the move out inspection form) clearly identify the unit did not completely meet the required standard of cleanliness at move outObviously, some thing the inspector is able to see with the eye will not show up well in photosWe do the best we can to document cleaning issues with photographsWhere that is not possible, we must rely on the inspector's notes.We stand by our inspector's findingsThe additional cleaning was required to get the property up to the required standard
As we have explained to these owners,we must hold owners' maintenance funds for three billing cycles past the management termination date because there may be outstanding bills we have yet to receive. Specifically, the city can take up to (and sometimes longer than) 3 billing cycles to...
present us with a final water bill. Since we have a blanket account with the city, the bill reverts to our name automatically after a tenant vacates and cancels their service. If we did release the owner's maintenance fund to them immediately after they terminated their management agreement with us, we would have no way of recouping the money the city charges us on the final bill. Having said all of this, this owner's maintenance fund was released yesterday, via the normal ACH payment process (and prior to our receiving this complaint). In regards to the additional $50 they are asking for, I have no idea what they are referring to. I reviewed their past tenant's security deposit reconciliation and I do not see what they are asking about. If they could provide me with more information, I would be happy to look into it for them.
I am the General Manager of Armadillo Properties. I just received Mr. [redacted] question regarding the prorated rent yesterday afternoon. He sent the email to the property manager on Tuesday. I was planning on calling him today to explain the situation fully, as I needed time to research his...
claim. There is a misunderstanding here, in that the property in question has not yet been sold. It did go on the sales market and did go under contract. However, it is not scheduled to close until September 18. Even if it does close on that date, lease obligations survive the sale of a property. This means that unless the new owner occupies the unit or leases it to someone else, they (the new owner) would be entitled to any rents collected by the previous owner, prorated through the day of closing. If or when the new owner moves into the unit or moves a new tenant in, Mr. [redacted] will be refunded the pro-rated rents from that day forward. We cannot issue any prorated rents prior to that happening, as it is entirely possible that the sale will not close at all. It is equally possible that the new owner will seek to lease this unit out as well. The bottom line here is that we will be glad to refund Mr. [redacted] any pro-rated rents he may be entitled to once the unit sells and/or is occupied again. If he has any further questions, I would be happy to speak to him personally.I do apologize for any confusion caused during conversations with our staff. I would also like to add that as a 21 year, disabled, combat veteran myself, I certainly do respect those who serve and who have served. However, service members do not receive any special treatment here, outside those rights extended to them via the Service Members Civil Relief Act. At Armadillo Properties, we strive to treat EVERY customer and client with the highest level of dignity and respect; service members, retirees, and civilians alike. I hope this clears up the confusion and I will certainly ensure that Mr. [redacted] receives any refunds of rent he is due once the property is occupied again.
Complaint: [redacted]
I am rejecting this response because:For the company to state that we should “understand that our cleaning teams are human, and may sometimes miss some things” is ridiculous. If that is so, then the company should understand that our “cleaning teams are human” as well; obviously, those terms only apply towards the company. We moved in on 4/25/15 and that same day we called the company about re-cleaning the property. To state that our claim of calling the company for a re-clean is “untrue” clearly says that the company is calling us liars and we WILL NOT put up with that. Again, the company personnel told us to vacate the property if we wanted a re-clean so why would we lie about this? At this point it is our words as renters against a renting company and they will do what they can to profit. From reading other complaints by previous tenants to this company, we are not the only tenants that this company has cheated; therefore we believe that issues like ours are common for the company and they know it. We should have known that the clause in the lease stating that "tenants are not allowed to be present during the final inspection walk through" would lead to this.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Although this will go no where the home was taken off the market to sell prior to the end of the month which would not entitle anyone the opportunity to lease the property which would in turn allow for your company to double profit yet again like all the other complaints that have been filed against you. I respect your service, but someone that has served would not take advantage of others like this company has done for as long as they have done. Look at your reviews not just here but on google, yelp. They are the same issue. Also I made the phone call on tuesday, August 5th to the office in the early morning with no response that day nor the following until I made this complaint almost 48 hours after the initial call. yoi can attempt to justify this just as your staff member who was completely and utterly rude did, but in the end, you and your company once again double profited from your VALUED customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First, let me say that it is regretful that our owner decided to file this complaint with you without giving us adequate time to respond directly to them. We only received their complaint Tuesday afternoon. In order to give them a complete answer, a lot of research and comparing of photos and...
documents is required. This process normally takes up to 5 business days. It has only been 3. I was literally in the process of formulating a response to them when I got the notice about this complaint. Here are the results of our research:
Garage Remotes
– All records indicate we never received garage remotes for this property. The
Owner’s Notice Concerning Condition of Property Under Property Management
Agreement, completed and signed by both of you, indicates no remotes were
provided to us at intake. Our own Property Manager’s Inventory and
Condition Report (intake inspection), indicates no remotes were present. The
previous tenant’s move in Inventory and Condition Form indicates they did not
receive garage door remotes; presumably because we never had any to issue them.
Al three documents are attached for your review.
Stained Carpet
– We did perform a professional carpet cleaning when the previous tenant
vacated and the tenant was billed for this service. The cleaning did include
spot treatments. However, in some cases, spots are actually stains that cannot
be removed. The previous tenant was charged for the new stains they caused in
the living room and those funds were paid to you. Further, our intake
inspection and photos indicate that many of these stains were present at the
time we received the property into our management. The previous tenant was not
charged for these pre-existing conditions. See attached intake photos.
Scraped Kitchen
Floor – These scrapes and gouges were present when you placed the property into
our management. If you would like us to replace the flooring because of this
damage, it will be at your expense. So far, the damage has not proven to
be barrier to securing tenants, so we have not recommended replacement.
Again, if you want it replaced, we will do so at your cost, as the damage
existed when you brought the property to us. See attached intake photos.
Dishwasher – We
have no record of the previous tenant ever reporting a problem with the
dishwasher. Our inspector annotated that the dishwasher was “OK” during the
move out inspection; indicating that they did test it and everything was
functioned as it should. Appliances can fail at any time. Furthermore, they can
experience intermittent failures. I cannot explain why it suddenly stopped
working shortly after the current tenant moved in, but it has nothing to do
with a lack of maintenance on our part. Now that the new tenant has reported
the problem, we will address it accordingly. We will not be responsible for the
cost of the repair, as we had nothing to do with the failure of the appliance.
It is most likely that the previous tenant had nothing to do with it either, as
there was no indication during the move out inspection of misuse, abuse, or
neglect.
HVAC Filter – We did inspect and replace
this filter after the previous tenant moved out and they were billed for this
service. Since I have no way of knowing what the current tenant was looking at
when they did their Inventory and Condition Form, I cannot determine if they
are looking in the correct place for the filter. I will send someone to the
unit immediately to check for proper filter installation.
Hallway Bath Floor – See attached intake
photos. This was a pre-existing condition. Same as kitchen floor. If you want
us to replace the flooring it will be at your expense.
Rusty Bathtub Drains – The tub drain
shoe was losing its chrome finish when we took the property into management.
See attached photo. The condition deteriorated over time. I agree that we could
have replaced this during the last make ready. However, this would have been
done at your expense, as this is a normal wear and tear issue. We can replace
it if you would like us to. I will waive the service call fee and charge only
for materials and labor. We can do this at the same time we are checking the
HVAC filter situation. Just let me know if this is what you would like. Again,
this did not prevent us from quickly securing you a new tenant.
I hope the
above explanations and attached documentation clarify things. Please
feel free to contact me directly if you still have questions or concerns
regarding these issues. (Photos provided to our owners in email response sent directly to them.)
Complaint: [redacted]
I am rejecting this response because:I shouldn't have been charged for maintenance period. Unfortunately due to my ignorance about rental companies and how they operate I felt as if I had nothing to go off of with perusing the claim with the company. I have a copy of my move in sheet which the company also has a copy of and the place was not cleaned upon my moving in yet they want me held to a standard that wasn't met upon my arrival and I did it myself. this seems as if whatever the company says goes and that isn't right. the guy saying her can assure no one was rude when he wast there is ridiculous. I had to wait over 3 weeks for a resolution I was not satisfied with. they are saying I was billed something and didn't pay so it was taken from my deposit but I never received a bill I requested maintenance and they didn't even want to send someone until after I moved out I had to call in because I got no response and still had two or more weeks left in the unit and I needed the dryer. whenever I paid my rent I paid in full. not to mention the dryer was repaired right after I moved in but they aren't stating that and the guy who fixed it told me that those buttons are cheap and how the company like to says its the tenants fault. needless to say I never saw that maintenance guy again. I feel as if they tried to take extra money as they saw fit and its not right.
Regards,
[redacted]
This tenant’s dispute regarding her security deposit charges was answered thoroughly, with supporting documentation and photos attached, on February 2nd. As you can see in her email response to the initial resolution, she accepted all charges other than the dryer start button replacement. In her...
same email, she claims she is not responsible for the dryer start button because it had to be repaired two other times during her tenancy, and she was not billed for either repair. Here are the facts:Prior tenants made no work requests related to the dryer. Prior inspections conducted by us indicate no issues with the dryer. 10-28-2011 – Ms. [redacted] moved in.12-5-2011 – Ms. [redacted] reported dryer start button “will not work”. The date reported indicates that the dryer was functioning normally for over a month after the tenant moved in. An outside vendor, All American Appliances, was sent to service the unit. Their notes indicated that nothing was wrong with the dryer and no parts were required. They indicated the required repair was to “mount dryer start knob”. (see attached invoice) When asked about the repair, they said the button was pushed in too hard and got stuck. The owner paid this bill as a gesture of good will, because the tenant was relatively new.4-11-17 – Tenant submitted work request stating, “I need my dryer repaired. I can't press the start button to turn the dryer on. It is just flat, and it normally is a little raised to be able to be pressed. Please get someone out as soon as possible.” The date of this request indicates the button was functioning normally for over 5 years. The tech who did this repair stated they “repaired start switch on dryer”. When asked about the repair, the tech said the button was stuck in. Again, the owner paid the bill as a gesture of goodwill, because the tenant had been in the property for so long.The owner choosing to pay these two bills does not negate the fact that on both occasions, the techs stated the button was stuck in the pressed position as a result of being pressed too hard. 10-31-17 – We received another work request regarding the dryer button which stated, “The start button on my dryer needs to be repaired.” A third technician made the following notes about the repair: “Dryer start button pushed in all the way. Again. Reinstalled start button. Left note to tenant about pushing it in.” The notice the tech left for the tenant is attached for reference.The tenant was billed $40 for this service call, as it was the third time we had to unstick the dryer start knob. The tenant never paid the charge, so it was carried over and deducted from her security deposit when she moved out. According to three separate maintenance technicians, the cause of the problems with the dryer start button was the tenant pushing it in too hard. She was only billed for one of the three resulting service calls. In her own email, she accepts responsibility for all other charges against her security deposit. She has now filed a complaint with claiming all charges are fraudulent. This is after she accepted the charges as valid. We are sorry MS. [redacted] is not happy with this decision. I can assure you that noone here was rude to her at any time. We are unsure why Ms. [redacted] has chosen to re-dispute every charge and through you and is now asking for a full refund of her security deposit. After she reviewed our evidence the first time, she accepted responsibility for every charge, accept the dryer start button. Unfortunately, we have not changed our position on any of these charges, as the evidence shows them all to be valid; including the dryer start button repair.
We are very sorry that this tenant is now not in agreement with what we discussed over the phone. I did speak to her personally and we did come to an agreement on how we would proceed. We followed through with everything I discussed with the tenant. I even asked her to be sure and reply to this complaint, letting the Revdex.com know that we had come to a resolution. She said she would do so. Instead, she defaulted on her lease by abandoning the property without warning or notice. We discovered the abandonment while trying to respond to her concerns. Then, she replies to this complaint by telling you that we never had any meeting of the minds in moving forward. I simply do not know how to respond to someone who says one thing in person and then does the exact opposite; even as I am addressing all of her concerns. There is nothing further that can be done here, as this tenant is now in default on her lease and has abandoned the property. We regret that she was not willing to allow us to address her concerns.
We are very sorry this tenant is not satisfied. However, we have done everything we can to explain the charges against their security deposit. We did have the unit professionally cleaned and the landscaping done prior to their move in. The home was vacant for a few weeks, and we do understand that some minor touch up cleaning may have been needed after such a period. We also understand that our cleaning teams are human, and may sometimes miss some things. That is why our written policy states that tenants can request a re-clean, in writing, within 48 hours of receiving keys and we will accommodate that request at no charge. The policy is also very clear that, if they do not make such a request, they are assuming full responsibility to ensure the unit meets the required standard at move out. As for the tenant being told that we would not re-clean the unit unless they vacated, that is simply untrue. Performing minor touch up cleaning after a tenant moves in is a normal procedure for us; providing they request the service in writing within 48 hours of moving in. Again, our records indicate that this tenant made no such request. Our records do indicate that they submitted 8 written work requests within the first 5 days of their tenancy (lease started 4/25/15). We responded to all of their requests in a timely manner. Many at no charge to them or the landlord. None were for additional cleaning. One was a request to mow, trim, and edge the lawn; which we did two days after they moved in; again at no charge, per our written policy. We have already sent this tenant photos and the inspection worksheet, showing exactly what they were billed for and why. I have attached a screenshot of the work history on the unit, beginning with the make ready work we did prior to their lease start date, through the end of their lease. We maintain that these charges are valid.
Tenant has been responded to via the following email: Dear Mr. and Mrs. [redacted]: I contacted the Landlord yesterday evening as I told you that I would do. I was simply not in a position to let you out of a lease without consulting them, and, after viewing the home, I did not agree...
with many of your statements as you are aware. However, I do agree that this property has a smoke odor to it, and I do agree that you do not want to live in it. The owner does not want you to rent this home if you do not want to live in it. He has requested that we release you from this lease and return your security deposit and pet fees, less any rekey fee he will incur. We will walk thru the home prior to 1PM today, and finding it in satisfactory condition, will have your check ready for you no later than 3PM today. Please return the keys at such time that you pick up your check today. Respectfully, [redacted]Realtor/OwnerArmadillo Properties
Complaint: 11688869
I am rejecting this response because:We are not accepting the response! The $50 charge that was refunded was for an electric fee that the company incorrectly charged us; it has nothing to do with the cleaning and yard maintenance fee. We are not claiming that the unit was in “terrible shape” at move in, DO NOT PUT WORDS IN OUR MOUTH! The home was dirty at move in. We do not agree to being charged the cleaning and yard maintenance fee because at move in, we called to inform management about the cleanliness of the home and requested it to be corrected, they told us that they will not clean the home unless we vacate the property, and as we mention before, we could not vacate the property at the time since our personal belongings had already occupied the home. As for the worm infestation, they will have notes that we have complained several times about it and nothing was done on their end. Again, they told us it was our responsibility. Since they claim that the home was “professionally cleaned” before we moved in, then how long was the home vacant before we moved in and why was the attic full of empty boxes? Their move out inspector should have caught that and had the boxes removed but yet we informed them of this and now are being charged for it as well. Dealing with this company is ridiculous. They say one thing over the phone and another later.
Regards,
Kazoua Cha