I am the General Manager of Armadillo PropertiesI just received Mr [redacted] question regarding the prorated rent yesterday afternoonHe sent the email to the property manager on TuesdayI was planning on calling him today to explain the situation fully, as I needed time to research his claimThere is a misunderstanding here, in that the property in question has not yet been soldIt did go on the sales market and did go under contractHowever, it is not scheduled to close until September Even if it does close on that date, lease obligations survive the sale of a propertyThis 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 closingIf 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 forwardWe cannot issue any prorated rents prior to that happening, as it is entirely possible that the sale will not close at allIt is equally possible that the new owner will seek to lease this unit out as wellThe 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 againIf 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 year, disabled, combat veteran myself, I certainly do respect those who serve and who have servedHowever, service members do not receive any special treatment here, outside those rights extended to them via the Service Members Civil Relief ActAt Armadillo Properties, we strive to treat EVERY customer and client with the highest level of dignity and respect; service members, retirees, and civilians alikeI 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
This tenant’s dispute regarding her security deposit charges was answered thoroughly, with supporting documentation and photos attached, on February 2ndAs you can see in her email response to the initial resolution, she accepted all charges other than the dryer start button replacementIn 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 repairHere are the facts:Prior tenants made no work requests related to the dryerPrior inspections conducted by us indicate no issues with the dryer10-28-– Ms [redacted] moved in.12-5-– 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 inAn outside vendor, All American Appliances, was sent to service the unitTheir notes indicated that nothing was wrong with the dryer and no parts were requiredThey 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 stuckThe owner paid this bill as a gesture of good will, because the tenant was relatively new.4-11-– Tenant submitted work request stating, “I need my dryer repairedI can't press the start button to turn the dryer onIt is just flat, and it normally is a little raised to be able to be pressedPlease get someone out as soon as possible.” The date of this request indicates the button was functioning normally for over yearsThe tech who did this repair stated they “repaired start switch on dryer”When asked about the repair, the tech said the button was stuck inAgain, 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 hard10-31-– 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 wayAgainReinstalled start buttonLeft note to tenant about pushing it in.” The notice the tech left for the tenant is attached for reference.The tenant was billed $for this service call, as it was the third time we had to unstick the dryer start knobThe tenant never paid the charge, so it was carried over and deducted from her security deposit when she moved outAccording to three separate maintenance technicians, the cause of the problems with the dryer start button was the tenant pushing it in too hardShe was only billed for one of the three resulting service callsIn her own email, she accepts responsibility for all other charges against her security depositShe has now filed a complaint with claiming all charges are fraudulentThis is after she accepted the charges as validWe are sorry MS [redacted] is not happy with this decisionI can assure you that noone here was rude to her at any timeWe 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 depositAfter she reviewed our evidence the first time, she accepted responsibility for every charge, accept the dryer start buttonUnfortunately, 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
Complaint: I am rejecting this response because:We are not accepting the response! The $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
We are very sorry that this tenant is now not in agreement with what we discussed over the phoneI did speak to her personally and we did come to an agreement on how we would proceedWe followed through with everything I discussed with the tenantI even asked her to be sure and reply to this complaint, letting the Revdex.com know that we had come to a resolutionShe said she would do soInstead, she defaulted on her lease by abandoning the property without warning or noticeWe discovered the abandonment while trying to respond to her concernsThen, she replies to this complaint by telling you that we never had any meeting of the minds in moving forwardI 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 concernsThere is nothing further that can be done here, as this tenant is now in default on her lease and has abandoned the propertyWe regret that she was not willing to allow us to address her concerns
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 ridiculousIf 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/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] ***
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.)
Tenant has been responded to via the following email: Dear Mrand 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 todayRespectfully, [redacted] ***Realtor/OwnerArmadillo Properties
We are very sorry this tenant is not satisfiedHowever, we have done everything we can to explain the charges against their security depositWe did have the unit professionally cleaned and the landscaping done prior to their move inThe home was vacant for a few weeks, and we do understand that some minor touch up cleaning may have been needed after such a periodWe also understand that our cleaning teams are human, and may sometimes miss some thingsThat is why our written policy states that tenants can request a re-clean, in writing, within hours of receiving keys and we will accommodate that request at no chargeThe 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 outAs for the tenant being told that we would not re-clean the unit unless they vacated, that is simply untruePerforming minor touch up cleaning after a tenant moves in is a procedure for us; providing they request the service in writing within hours of moving inAgain, our records indicate that this tenant made no such requestOur records do indicate that they submitted written work requests within the first days of their tenancy (lease started 4/25/15)We responded to all of their requests in a timely mannerMany at no charge to them or the landlordNone were for additional cleaningOne 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 policyWe have already sent this tenant photos and the inspection worksheet, showing exactly what they were billed for and whyI 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 leaseWe maintain that these charges are valid
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 youI 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 doneLook at your reviews not just here but on google, yelpThey are the same issueAlso 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 hours after the initial callyoi 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]
Complaint: [redacted] I am rejecting this response because:I shouldn't have been charged for maintenance periodUnfortunately 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 companyI 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 myselfthis seems as if whatever the company says goes and that isn't rightthe guy saying her can assure no one was rude when he wast there is ridiculousi had to wait over weeks for a resolution I was not satisfied withthey 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 dryerwhenever I paid my rent I paid in fullnot 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 faultneedless to say I never saw that maintenance guy againi feel as if they tried to take extra money as they saw fit and its not right Regards, [redacted]
I am the General Manager of Armadillo PropertiesI just received Mr [redacted] question regarding the prorated rent yesterday afternoonHe sent the email to the property manager on TuesdayI was planning on calling him today to explain the situation fully, as I needed time to research his claimThere is a misunderstanding here, in that the property in question has not yet been soldIt did go on the sales market and did go under contractHowever, it is not scheduled to close until September Even if it does close on that date, lease obligations survive the sale of a propertyThis 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 closingIf 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 forwardWe cannot issue any prorated rents prior to that happening, as it is entirely possible that the sale will not close at allIt is equally possible that the new owner will seek to lease this unit out as wellThe 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 againIf 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 year, disabled, combat veteran myself, I certainly do respect those who serve and who have servedHowever, service members do not receive any special treatment here, outside those rights extended to them via the Service Members Civil Relief ActAt Armadillo Properties, we strive to treat EVERY customer and client with the highest level of dignity and respect; service members, retirees, and civilians alikeI 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
This tenant’s dispute regarding her security deposit charges was answered thoroughly, with supporting documentation and photos attached, on February 2ndAs you can see in her email response to the initial resolution, she accepted all charges other than the dryer start button replacementIn 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 repairHere are the facts:Prior tenants made no work requests related to the dryerPrior inspections conducted by us indicate no issues with the dryer10-28-– Ms [redacted] moved in.12-5-– 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 inAn outside vendor, All American Appliances, was sent to service the unitTheir notes indicated that nothing was wrong with the dryer and no parts were requiredThey 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 stuckThe owner paid this bill as a gesture of good will, because the tenant was relatively new.4-11-– Tenant submitted work request stating, “I need my dryer repairedI can't press the start button to turn the dryer onIt is just flat, and it normally is a little raised to be able to be pressedPlease get someone out as soon as possible.” The date of this request indicates the button was functioning normally for over yearsThe tech who did this repair stated they “repaired start switch on dryer”When asked about the repair, the tech said the button was stuck inAgain, 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 hard10-31-– 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 wayAgainReinstalled start buttonLeft note to tenant about pushing it in.” The notice the tech left for the tenant is attached for reference.The tenant was billed $for this service call, as it was the third time we had to unstick the dryer start knobThe tenant never paid the charge, so it was carried over and deducted from her security deposit when she moved outAccording to three separate maintenance technicians, the cause of the problems with the dryer start button was the tenant pushing it in too hardShe was only billed for one of the three resulting service callsIn her own email, she accepts responsibility for all other charges against her security depositShe has now filed a complaint with claiming all charges are fraudulentThis is after she accepted the charges as validWe are sorry MS [redacted] is not happy with this decisionI can assure you that noone here was rude to her at any timeWe 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 depositAfter she reviewed our evidence the first time, she accepted responsibility for every charge, accept the dryer start buttonUnfortunately, 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
Complaint: I am rejecting this response because:We are not accepting the response! The $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
We are very sorry that this tenant is now not in agreement with what we discussed over the phoneI did speak to her personally and we did come to an agreement on how we would proceedWe followed through with everything I discussed with the tenantI even asked her to be sure and reply to this complaint, letting the Revdex.com know that we had come to a resolutionShe said she would do soInstead, she defaulted on her lease by abandoning the property without warning or noticeWe discovered the abandonment while trying to respond to her concernsThen, she replies to this complaint by telling you that we never had any meeting of the minds in moving forwardI 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 concernsThere is nothing further that can be done here, as this tenant is now in default on her lease and has abandoned the propertyWe regret that she was not willing to allow us to address her concerns
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 ridiculousIf 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/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] ***
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.)
Tenant has been responded to via the following email: Dear Mrand 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 todayRespectfully, [redacted] ***Realtor/OwnerArmadillo Properties
We are very sorry this tenant is not satisfiedHowever, we have done everything we can to explain the charges against their security depositWe did have the unit professionally cleaned and the landscaping done prior to their move inThe home was vacant for a few weeks, and we do understand that some minor touch up cleaning may have been needed after such a periodWe also understand that our cleaning teams are human, and may sometimes miss some thingsThat is why our written policy states that tenants can request a re-clean, in writing, within hours of receiving keys and we will accommodate that request at no chargeThe 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 outAs for the tenant being told that we would not re-clean the unit unless they vacated, that is simply untruePerforming minor touch up cleaning after a tenant moves in is a procedure for us; providing they request the service in writing within hours of moving inAgain, our records indicate that this tenant made no such requestOur records do indicate that they submitted written work requests within the first days of their tenancy (lease started 4/25/15)We responded to all of their requests in a timely mannerMany at no charge to them or the landlordNone were for additional cleaningOne 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 policyWe have already sent this tenant photos and the inspection worksheet, showing exactly what they were billed for and whyI 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 leaseWe maintain that these charges are valid
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 youI 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 doneLook at your reviews not just here but on google, yelpThey are the same issueAlso 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 hours after the initial callyoi 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]
Complaint: [redacted] I am rejecting this response because:I shouldn't have been charged for maintenance periodUnfortunately 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 companyI 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 myselfthis seems as if whatever the company says goes and that isn't rightthe guy saying her can assure no one was rude when he wast there is ridiculousi had to wait over weeks for a resolution I was not satisfied withthey 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 dryerwhenever I paid my rent I paid in fullnot 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 faultneedless to say I never saw that maintenance guy againi feel as if they tried to take extra money as they saw fit and its not right Regards, [redacted]