After reviewing your file and history as our tenant, I see that you were late paying rent several times during the course of your tenancy, so I assume you are aware of the late fees and the process that followsYour rent payment procedures recently changed where you deposit your
funds to *** *** ***, not at our office as before when you made late paymentsI myself have not received any recent voicemails from you, so I was not aware you were trying to reach me until you sent an email, which I promptly responded. Attempting to reach me and not leaving a voicemail won't necessarily garner a response if I am unaware you calledI have forwarded your email to my Broker so she can contact you when she returns to the office todayRegarding your maintenance issues, my Broker previously spoke with you and was appreciative of your feedback
I understand you feel you have had a horrible experience with our companyHowever, we represent our owners and will enforce their legal rights when a tenant is late paying or receives HOA violations, such as the violation notices sent to you recentlyLegal notices will be sent to you and specific policies enforcedI don't feel that equates to horrible service, but rather a disgruntled tenant who didn't get the answer she wantedOur policies are in place for every tenant and deviations and special treatment cannot apply
Again, I will ensure our Broker contacts you as soon as possible
Our Property Manager showed this home to you and to another person on July 20th. At that time, you asked if the owner accepted pets. When you were advised that the owner would allow only 1 small pet, you then advised that you had a large dog and it was a service animal. You had also advised that you...
may need a co-signer (guarantor). You submitted your online application 4 days later on July 24th. By that time, the other person had already submitted their application, which the Property Manager contacted you and advised you of. She advised that she would not run your credit unless the other applicant was rejected so your application fee could be refunded if needed. Having a service animal does not guarantee your approval nor does it give YOU an unfair advantage over any other applicants. All applicants are treated fairly as first come/first served based on credit, criminal, income and rent history verification. As we are still processing the other application, we are happy to refund your application fee if you are no longer interested in this property.
My employee responded specifically to people who had contacted her directly on her mobile phone inquiring about a property for rent. She provided information about the rental application and screening process. She was not cold calling or blasting any advertising - she responded when they...
contacted her first. She later received a large, random text message from a number she had never seen or called stating she violated [redacted] protocols, etc., which has nothing to do with her cell phone and her responding to people who made contact with her first about a rental property. She was concerned that this message was from some virus on her phone or that it was some scam artist attempting to extort money or other ill gain. When she showed me the message, I called the number to see if it was valid or not or if it was a scam artist of some sorts. I hung up when the person would not identify himself. I called ONCE and ONLY ONCE (I certainly did not "begin calling and hanging up as a form of harassment"). This person called my office back and proceeded to discuss his invasion of privacy, his years in the military working in security, asking about [redacted] (which I still don't understand where the connection is with that), etc. but would not respond when I repeatedly asked him who he was and why he was messaging my employee when she made no contact with that number previously. This complaint is now referencing a phone number that my employee DID contact after that number had contacted her first. She received a reply from them stating to not contact them again, which she will not as they are likely not interested in the rental property anymore.
I have reviewed the photos and work orders of your property prior to your move in and see that the house was professionally cleaned, the interior painted prior to your move and carpet was professionally cleaned. There are some spots from normal wear and tear due to the age but the carpets look clean...
based on the photos I have attached. As for you doing your own maintenance, we have never asked that a tenant complete repairs. Your tenant handbook clearly instructs you how to place a service request. I see we have completed several repairs during your tenancy. Why you didn't submit any work orders for landscaping I cannot answer. We have a dedicated maintenance phone # and the website which allows you place service requests at any time. Per your lease, you are responsible for sprinkler heads as they tend to break due to bumps and being stepped on. However, if you had an irrigation leak, that should have been reported to our maintenance office immediately so we could address it with the owner. I see no such service request ever placed. Nor do I see a work order for a replacement door being needed. If you provide the receipt to our maintenance department, we can certainly see if the owner is willing to reimburse you. As for the lease renewal, please understand it's an owner's choice regarding rates as rental property ownership is a business. As you have been there since 2013 with no increases, which is rare in this rental market, the owner felt a modest increase was warranted. Additionally, you have received 4 notices from the [redacted] for various violations, weeds being a repeat factor. Unfortunately, we are obligated to notify you of violations in writing. I am sorry that you feel unfairly treated for the above reasons. Please know that you can call the office anytime and ask for the Branch Manager if you feel you are not getting communication. I would also ask you to work with us and submit service requests if there is a repair needed rather than fix it yourself.
I don't agree with the response. I have only been late twice this was my second time. My complaint wasn't because I didn't get the answer that I wanted my complaint is that everyone there is extremely rude doesn't have good customer service and don't respond in a timely manner. It wasn't about the late fee that I am complaining about anyways it's about the 5 day notice that I was told I wouldn't have to pay if I paid in the morning on the 6th. That's why I rushed to the bank first thing in the morning to pay my rent. If I knew I would be charged that 50 dollars I could of paid at any point in the day. I called a month before to even let you guys know my payment would be late because I wasn't going to be in town. I will pay my fees but you guys are a horrible company I would never recommend you to anyone. And I wish all the owners knew how you handle stuff for the residents because it's totally unprofessional and I would never be that way to my residents as I am in the same business.
After reviewing your file and history as our tenant, I see that you were late paying rent several times during the course of your tenancy, so I assume you are aware of the late fees and the process that followsYour rent payment procedures recently changed where you deposit your
funds to *** *** ***, not at our office as before when you made late paymentsI myself have not received any recent voicemails from you, so I was not aware you were trying to reach me until you sent an email, which I promptly responded. Attempting to reach me and not leaving a voicemail won't necessarily garner a response if I am unaware you calledI have forwarded your email to my Broker so she can contact you when she returns to the office todayRegarding your maintenance issues, my Broker previously spoke with you and was appreciative of your feedback
I understand you feel you have had a horrible experience with our companyHowever, we represent our owners and will enforce their legal rights when a tenant is late paying or receives HOA violations, such as the violation notices sent to you recentlyLegal notices will be sent to you and specific policies enforcedI don't feel that equates to horrible service, but rather a disgruntled tenant who didn't get the answer she wantedOur policies are in place for every tenant and deviations and special treatment cannot apply
Again, I will ensure our Broker contacts you as soon as possible
Our Property Manager showed this home to you and to another person on July 20th. At that time, you asked if the owner accepted pets. When you were advised that the owner would allow only 1 small pet, you then advised that you had a large dog and it was a service animal. You had also advised that you...
may need a co-signer (guarantor). You submitted your online application 4 days later on July 24th. By that time, the other person had already submitted their application, which the Property Manager contacted you and advised you of. She advised that she would not run your credit unless the other applicant was rejected so your application fee could be refunded if needed. Having a service animal does not guarantee your approval nor does it give YOU an unfair advantage over any other applicants. All applicants are treated fairly as first come/first served based on credit, criminal, income and rent history verification. As we are still processing the other application, we are happy to refund your application fee if you are no longer interested in this property.
My employee responded specifically to people who had contacted her directly on her mobile phone inquiring about a property for rent. She provided information about the rental application and screening process. She was not cold calling or blasting any advertising - she responded when they...
contacted her first. She later received a large, random text message from a number she had never seen or called stating she violated [redacted] protocols, etc., which has nothing to do with her cell phone and her responding to people who made contact with her first about a rental property. She was concerned that this message was from some virus on her phone or that it was some scam artist attempting to extort money or other ill gain. When she showed me the message, I called the number to see if it was valid or not or if it was a scam artist of some sorts. I hung up when the person would not identify himself. I called ONCE and ONLY ONCE (I certainly did not "begin calling and hanging up as a form of harassment"). This person called my office back and proceeded to discuss his invasion of privacy, his years in the military working in security, asking about [redacted] (which I still don't understand where the connection is with that), etc. but would not respond when I repeatedly asked him who he was and why he was messaging my employee when she made no contact with that number previously. This complaint is now referencing a phone number that my employee DID contact after that number had contacted her first. She received a reply from them stating to not contact them again, which she will not as they are likely not interested in the rental property anymore.
See Attached PDF
I have reviewed the photos and work orders of your property prior to your move in and see that the house was professionally cleaned, the interior painted prior to your move and carpet was professionally cleaned. There are some spots from normal wear and tear due to the age but the carpets look clean...
based on the photos I have attached. As for you doing your own maintenance, we have never asked that a tenant complete repairs. Your tenant handbook clearly instructs you how to place a service request. I see we have completed several repairs during your tenancy. Why you didn't submit any work orders for landscaping I cannot answer. We have a dedicated maintenance phone # and the website which allows you place service requests at any time. Per your lease, you are responsible for sprinkler heads as they tend to break due to bumps and being stepped on. However, if you had an irrigation leak, that should have been reported to our maintenance office immediately so we could address it with the owner. I see no such service request ever placed. Nor do I see a work order for a replacement door being needed. If you provide the receipt to our maintenance department, we can certainly see if the owner is willing to reimburse you. As for the lease renewal, please understand it's an owner's choice regarding rates as rental property ownership is a business. As you have been there since 2013 with no increases, which is rare in this rental market, the owner felt a modest increase was warranted. Additionally, you have received 4 notices from the [redacted] for various violations, weeds being a repeat factor. Unfortunately, we are obligated to notify you of violations in writing. I am sorry that you feel unfairly treated for the above reasons. Please know that you can call the office anytime and ask for the Branch Manager if you feel you are not getting communication. I would also ask you to work with us and submit service requests if there is a repair needed rather than fix it yourself.
I don't agree with the response. I have only been late twice this was my second time. My complaint wasn't because I didn't get the answer that I wanted my complaint is that everyone there is extremely rude doesn't have good customer service and don't respond in a timely manner. It wasn't about the late fee that I am complaining about anyways it's about the 5 day notice that I was told I wouldn't have to pay if I paid in the morning on the 6th. That's why I rushed to the bank first thing in the morning to pay my rent. If I knew I would be charged that 50 dollars I could of paid at any point in the day. I called a month before to even let you guys know my payment would be late because I wasn't going to be in town. I will pay my fees but you guys are a horrible company I would never recommend you to anyone. And I wish all the owners knew how you handle stuff for the residents because it's totally unprofessional and I would never be that way to my residents as I am in the same business.