Premier Property Management Inc

Good afternoon:
Thank you for contacting us regarding this customer complaintAfter reviewing our files and notes we are able to respond to this customer's complaint
The customer was a tenant in a rental property and vacated November 30, The forwarding address provided by the customer for
the delivery of
their deposit refund/checkout statement was not a valid address and was returned by the USPSThe customer provided a new address, and the deposit
refund and check out statement were forwarded to the customerThere were and customary charges made against the customer's security deposit, which
were charged in accordance with the terms of their rental agreement and in accordance with the Washington Landlord-Tenant Act (RCW 59.18)The customer
disputed the charges, and we reviewed the disputed items comparing the condition of the unit at moto that at the time of move-out, using both written
condition reports and photographsAfter reviewing our dispute, we found that the items disputed were accurate and justified charges
Our dispute response indicated that was our "full and final" response regarding the disputed itemsThe customer continued to email demanding that the
disputed items be refundedOur accounting supervisor explained to the customer that the decision was final and further communications were not necessary
I then intervened and informed the customer in writing with the same informationThe customer both times demanded to escalate the situationThe customer
then attempted contacted our firm's President asking for the disputed items to be refundedShe declined to respond as the customer has been informed multiple
times by multiple parties that the decision was final and no further communications were warranted
I would be happy to provide the Revdex.com with our communications if that would be helpfulIn summation, we have tried our best (and multiple times) to address the customer's concernsUnfortunately
the customer is asking for money to be refunded that they are not entitled toWe have explained that, but the customer unfortunately will not accept that answer
We thank the Revdex.com for their time in reviewing this complaint and responseShould further documentation be needed, please do not hesitate to let me know

Good afternoon:
We are in receipt of the complaint filed by [redacted] with the Revdex.com. We have reviewed [redacted]s move-out charges, and are able to respond to his concerns.
[redacted] paid a $1650.00 refundable security deposit at the time of move-in. The $250.00 non-refundable move-in fee...

referenced by [redacted] is just that, a non-refundable
move-in fee. The lease agreement states it is an administrative fee, and does not go towards cleaning of any kind. This is a common fee charged, is charged on all rental properties, and is customary in the industry.
In reviewing [redacted]s security deposit charges, the following charges were made against his security deposit:
1) Maintenance/Repairs in the amount of $161.51
2) Unpaid Utility Bill Charges - $277.50
3) Appliance part - fridge meat tray - $80.44
 
These were the only charges assessed and [redacted] received a refund of $1130.55. In reviewing these charges, at the time of move-out, there were several light bulbs burnt out
at the property. Light bulbs are inventoried at the time of move-in to insure they are all working. The lease agreement requires that all bulbs are thus working at the time of move-out.
As several bulbs were burnt out (canned light at entry, kitchen hood fan surface light, 1 light in master bathroom (on left), 1 light in second master on right), they had to be replaced and the cost
to do so is a tenant responsibility under the terms of the lease agreement. Additionally, the meat tray in the refrigerator had a broken mount at the time of move-out. Upon reviewing the move-in report,
and move-in photographs, said meat tray was not broken at the time of move-in. As such, the cost to replace the meat tray is a tenant responsibility under the terms of the lease agreement.
 
With regards to the utility billing, the lease agreement states that the tenant is responsible for the payment of all utilities servicing the property and that municipal utility providers (which in this case is the water provider,
the City of Washougal) will need to have bills prorated at move-in and move-out. At the time of move-out, the tenant portion of the final water bill owing was $277.50. As such, this amount is held back from the security deposit.
If the bill is then paid by the tenant, then we refund the hold back to the tenant. If the bill is not paid, than we issue payment to the Utility provider to settle the balance owing.
 
[redacted] did return the property in a clean condition. This is why there are no charges for house cleaning or carpet cleaning (as authorized if needed under the lease agreement). Unfortunately there were
a few small repair items needed and a large utility bill owing on the account. It is thus our position that the charges assessed were properly assessed and charged as allowed under the terms of the lease agreement and in
accordance with the Washington Residential Landlord-Tenant Act.
 
With any other questions, [redacted] can contact our offices or respond to the Revdex.com and we will gladly review.
 
Thank you in advance for your time.

Complaint: [redacted]I am rejecting this response because:
Good morning,
 
Thank you for the reply.  First I would like to say that the issue of the deposit check with regards to a non-valid address is not the problem I have, nor what the complaint is about.  It actually was a valid address, but was returned by the USPS for reasons known only to them.  It was no fault of either Premier or me.  No, the issues to which I refer follow.
 
I would be delighted to rebut [redacted] rebuttal, particularly since it was he who told me, and in no uncertain terms, that they would refuse me any opportunity to discuss with them the issues listed herein.  I basically sent them my disagreement with their refund amount, to which they replied with a letter.  The letter didn’t really address the issues at hand, and I responded that to them.  That’s when they begin to ignore me.  Finally, [redacted] answered that their decision was final and they would not even discuss this with me, even though I explained to them that their decision was flawed, and I also explained exactly how.  I requested a reply to that, but they refuse to speak with me.
 
If these charges are “normal and customary” then I am afraid that they have a great deal of very unhappy former tenants.  It’s interesting that they found that they were correct in this dispute.  When the defendant, jury, and judge are the same people, I imagine they win a lot of cases!
 
“The customer continued to email demanding that the items be refunded.”  In actuality, "the customer" emailed back to let them know exactly how their findings were flawed and they refused to answer me, being so bold as to let me know that they would be refusing to talk to me about these disputed items.  Once “the customer” had moved out, “the customer” received the worst customer service I have ever experienced.  That they would treat “the customer” like this after “the customer” paid the rent early or on time for a year and a half shows how they value their customers.
 
The summation that they have tried “their best”, and “multiple times” to address my concerns is nothing more than a blatant untruth, and, if necessary, I will take this to the Tenant’s Union and HUD before moving on to my final choice, which, I hope, this won’t come to.
 
Please see the attached copies of emails, particularly the one from me on 1/20/2016.  I can also supply the photographs they sent me thru the postal service if you require, which don’t actually show the area in question.   
 
Thank you.