RE/MAX Affiliates

To Whom It May Concern,This letter is in reference to the complaint ID [redacted] submitted by [redacted].  [redacted] is one of six residents that lived at [redacted] Ave, Columbus, OH.As far as the timeline of events that occurred after the residents moved out and they received the breakdown...

and security deposits from the Owner/Landlord of the property.  [redacted] (one of the other residents) called the RE/MAX Affiliates Dublin office on Wednesday, September 9, 2015.  A message was taken and given to Samantha B[redacted] (Manager).  Her call was returned and a message was left for [redacted] on her phone.  There was no other communication until September 15, 2015, when [redacted] stopped by the RE/MAX Affiliates office in Dublin.  The office personal contacted Samantha B[redacted] by phone (left a message and sent an email).  Samantha called [redacted] back immediately and left a voicemail.  Within a few minutes of leaving a voice mail, [redacted] called Samantha back on her cell phone. They spoke about the water invoices and cleaning charges.  Samantha explained to [redacted] that she had taken numerous pictures of the property and items that were not cleaned upone move out.  Samantha told [redacted] she would email those pictures to her.  Samantha emailed over 25 pictures of items that were not cleaned (hard copies of the pictures are enclosed).  A copy of the invoice for the cleaning is also enclosed.[redacted] also inquired about the water charges.  Samantha explained that there  were two invoices from the water company that were not paid.  The first invoice was for the period from 2/12/15 to 5/9/15.  This bill was mailed in to the residents in may and was never paid.  The second invoice was from 5/9/15 to 8/12/15.  This invoice was pro-rated for the days the residents lived in the property.  [redacted] asked for copies of these invoices and copies were texted to her on Thursday, September 17th at 3:15 .  [redacted] responded to the tested message on Friday, September 18th, at 10:19 am.As far as phone calls from [redacted], she called Samantha cell phone on Thursday, September 16th, 2015 and left a message asking to receive copies of the water invoices.  Samantha immediately called her back and left a message on her voice mail stsating that she had been communicating with [redacted] and that she had sent copies of the water invoices to her. Samantha has never heard back from her.As of September 23, 2015, all requested documents have been emailed or texted to [redacted].RE/MAX Affiliates started to manage for the owner of [redacted] Ave. February2015 as a result of the Property Management Agreement that was already in place with the Landlord/Owner being assigned to RE/MAX Affiliates from another Management Company.  As part of that agreement, the Landlord/Owner was holding the deposit and per the lease agreement the Landlord/Owner was the only party responsible to handle the return of the deposit  as they deemed appropriate at the termination of the Lease.  Samantha B[redacted], Manager did supply the owner with pictures  and a report of the property condition after the tenants had vacated the property.  RE/MAX Affiliates hopes that the Revdex.com after review will agree that it is unfair to allow a complaint against the RE/MAX Affiliates for something that we actually had no control over since the Lease Agreement states that the Landlord/Owner is holding the deposit and is responsible for the return of it under the terms of the Lease to the Tenants.  If there is a dispute it should be handled between the Tenants and the Landlord/Owner as all parties agreed to in the Lease.  RE/MAX Affiliates and Samantha B[redacted], Property Manager, responded to the tenants in a timely manner and provided all information that was requested but doesn't have the ability to make the decision for the Landlord/Owner with regard to the disbursement of the deposit.  It is very important to RE/MAX Affiliates to provide excellent customer service, as we tried to do in this case, within the limits of our ability uner the terms of the Lease.  Please feel free to contact, RE/MAX Affiliates if yo need clarification or additional information with regard to this complaint.  Thank you for your thoughtful review of this matter.