Real Property Management Vncvr

We are sorry to hear that Mr. and Mrs. [redacted] weren't happy with the services we provided during our Property Management Agreement. Although we try to be punctual on a regular basis, certain unforeseen circumstances can arise which prevent us from arriving to appointments according to plan, such is...

the case with the walk through the owners are referring to. That morning there had been an emergency call which required [redacted]'s presence at another property. It took most of the morning to resolve the situation and afterwards we did apologize for not giving the [redacted]s proper notice and attempted to reschedule, but they stated that they did not want to reschedule. They then entered the house and performed their own inspection on the property and communicated that there had been no damages made and the tenants were in compliance with their Lease Agreement.
The other appointment the [redacted]s referred to is when we scheduled the first tour of the property. We had set a specific time and there ended up being prospective tenants' that decided to show up early to the appointment. This had been explained to the owners when [redacted] arrived at the arranged time.
As for the deposits and fees referred to; these are outlined in the Lease agreement between Real Property Management Vancouver and the tenants. All the fees and deposits are explained in a straightforward manner. The $50 holding is stated on the tenant's lease is not just for inspection,it also covers the cost of administration time. Paragraph 3, section g..."TENANT agrees to a mandatory minimum unit move-out review charge in the amount of $50.00". The pet deposit non-refundable amount is also stated on the lease. First pet is $350; $200 refundable,$150 nonrefundable. Second pet is $150;$75 refundable,$75 nonrefundable. These payments were also stated on the "Move In" Sheet which is signed by tenants when they moved in. All tenants are aware of the deposits and fees when they move in.
At no point were the owners required to be present for or perform any duties that they chose to be involved in.We performed our management duties during the duration in compliance of Washington State RCW rules and regulations.  We are sorry to hear of the owner's disappointment or miscommunications that may have occurred,and we thank them for showing us the areas which we can improve on in the future. We are happy to hear that they are satisfied with their current tenants and wish them the best of luck in their lives as well as their future property management endeavors.

Complaint: [redacted]I am rejecting this response because: 
The fact that we didn't have to be present for the move out inspection doesn't negate the fact that you didn't do one and yet you charged the tenant 50 dollars for doing one, it does not mention that it is also for administrative costs and if it did it would be administrative costs associated with the move-out inspection which you were a no show to. All this doesn't dismiss the lack of communication to the tenant who took a day off for no reason and myself who took half a day off to view the house. We had to call you to see why nobody was at the house, you then told us to enter the house without you being present, is that what land lords are supposed to do? 
The attached document does not read how you just described the pet deposit, it states " To deposit with the Owner/Agent a "refundable pet deposit" in the amount of $350 (200 Dollars) which shall be held as security for the faithful performance of this pet Agreement." You cannot say its all refundable and then keep it, it also doesn't specifically state that you Real Property get to keep it, why would it not go to the owner? 
Your will also not the date on the agreement of July 15th, 2013 which was 2 years before the lease agreement, one of many errors on the lease agreement, what a joke. 
I am happy to continue to let you know where you can improve, as well as let others know where you lack until you recognize that you unsatisfactorily represented my property. I am just lucky that I ended up with a good tenant because I know you couldn't have protected the property if it were not for that. 
All I can say is [redacted], I let you know Day 1 that I was unhappy and you did nothing to correct that past some lip service. Your company has more excuses that answers and until you can give real answers I will not accept your resolution, and stating what the contract should have said when it clearly did not is not an appropriate response.  I am loosing my patience with excuses. Like Day 1, I am happy to come in and show you the highlighted contract with all the errors in addresses and dates to prove my point.