Realty Executives Watson & Associates

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Contact Name and Title: [redacted] Chief P.M Contact Phone: XXX-XXX-XXXX Contact Email: ***@earthlink.net Good Afternoon, We as Realty Executives have days to settle a tenant's security deposit and we have procedures we have to take prior to knowing what a tenant is going to be responsible forOn the left side of a tenants inspection you are able to see a tenants move in inspection, and once they move the property manager writes on the right sideTenants sign their move in and move out inspectionThere were many items that were marked as dirty on this tenants move in, and was not charged for these itemsThe homeowner paid a cleaning bill as well for the items that tenant could not be responsible for because they were listed as dirty or marked "no" on the move in inspection Below is a list of cleaning items that the tenant was not charged for: Kitchen-walls/ceilings, floors, fridge, cabinets Utility-floors Dining room-lights/fixtures Living room-windows/screens Master bedroom-lights/fixtures Outside-door dirty Tenant was charged for the following maintenance items: nail holes in several room s window lock broken in bedroom screen holes, replaced broken bedroom doors, and repaired broken bedroom door removed satellite dish front door weather stripping was torn holes in siding We reviewed tenants move in inspection and move in video, there were latches that were broken at move out, and only latch was noted at move indoors had holes in them, were videotaped at move in inspection and no holes were visible, nor were they notated at move inThe weather stripping was not damaged at the move in inspection so that is why this was put on tenants list and is not considered wear and tear We use independent contractors for all of our jobsIf the bill is not detailed enough for the clients, the vendors name and number are always on top of the bill, and they are more than welcomed to get all tenants a more detailed statementThe priciest items for this particular tenant were the broken doorsOur vendors do try to do the most inexpensive job, and you are able to see that because one door was not replaced but repaired insteadWe try and use contractors that have the most reasonable prices and get the work completed in a timely manner Tenant also got charged for water and electricWhen tenants sign their lease and their days' notice, we advise them to not turn off any utilities until they are completely released from the lease, which is after the move out is done and charges are assessedIf they do turn any utilities off, there is a $reconnect fee in result of having us as realty executives turn it back on under our nameThis tenant was not charged for the reconnect fee, but only for the charge of the water and electric bill due to having utilities shut off before the time any vendor could go out there and complete the work There was a $charge for rent because the pro rate rent amount that was due was $however; the payment that was made was only in the amount of $ On the days' notice tenants sign, it states on line "If I am not ready at the time I scheduled my inspection and a property manager arrives to the home a re-inspection will be scheduled and a $re-inspection fee will applyI also understand I will be charged rent up until the day I pass inspection." If the tenant felt that he was not ready and wanted time to correct issues it could have been brought to the property managers attention to leave the inspection and reschedule for a later dateThere was a copy of the tenants move in inspection uploaded to our website for his access while he was renting from our company as well as a copy at our office that could have been retrieved and reviewed and asked any questions prior to his move out inspection and guidance could have been given Before any work was conducted we contacted the homeowner to see if he/she wanted to charge for any of the items aboveIt was ultimately the homeowner's decision, and was also the last person to live in the property If there is any detailed information that might be required, please don't hesitate to contact me Thank you

Complaint: [redacted] I am rejecting this response because: As a property manager, you, become the face of not only your company but the landlord you represent. Realty executives is the only company to whom I can address my complaints as they become the middle man between tenant and landlord. I pay for a habitable home, required by the state of Missouri to have functional plumbing, potable water, as well as heat and weather protection to my building. The gym access does not negate this law, key word my building, and there for a mute point. I have been offered stay at a one bedroom furnished appt until water is returned to my property. I still feel I should be reimbursed for the one hotel stay of $53. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @realtyexecutives.com Dear BBB, Mr. and Ms. [redacted] are very demanding customers. We are involved in a real estate transaction with this couple... and we represent the sellers. They have zero respect for other peoples time! We never do wait 2 or 3 days to respond to customers needs. However, Mr. [redacted] continues to fail to understand he is not the only customer we service. My company manages over 560 homes for Service Members, 490 tenants, 8 real estate agents with an average of 20 sides of real estate sales a month, and 2 offices in 2 towns. Mr. [redacted] expects my staff to drop what they are doing and service his needs. Everything that Mr. [redacted] has signed was forwarded to the seller. If something was not done then that is because Mr. [redacted] did not sign a document asking for it. He continues to blame us for things that didn't get done on the home but fails to realize he did not sign a document asking it to be done. He used the excuse that "I told you guys to do it, why didn't you"? If seems strange that he signs some documents but doesn't sign others. We have recommend that he get legal advise on several occasions but he failed to do so. My company has gone overboard to assist this unreasonable, indecisive buyer, who wants my company at his beckon call when he wants a change. He continuously goes through the home while it is under construction when he was told not to on several occasions. This shows his total disregard for responsibility and doing what is ask for the safety of all. My company can provide proof of all contacts with Mr. and Mrs. [redacted] regarding his claim of lack of communication. In regards to paint colors Mr. [redacted] never signed a document asking for paint colors to be changed and therefore they weren't. The facts are that they brought a swatch of counter top to compare to their tile to show ***. They asked ***'s opinion and to put that counter top in an amendment. The counter top was later changed again when Mrs. [redacted] found another sample that she preferred. Mr. and Ms. [redacted] are very indecisive and have no respect for other personnel's time. Every document they have signed has been sent to the seller as required. There are so many changes made by them it is not surprising they do not know what they signed and didn't sign. The ***'s and ***'s meeting entailed reviewing each change and clarifying they both agreed to the suggested change. The paint only became an issue when Mrs. [redacted] walked into the home and said "this color is too purple, I don't think my husband will like it". We have a signed document showing the colors in the home are the ones they signed saying they wanted. No changes were ever "signed" by Mr. [redacted] and therefore the paint is per the legal contract. If they really ask for a paint color change why didn't they sign a document asking it to be done? They signed 100 other documents "why not a paint change"? The tile in the home is the exact tile they wanted. The tile was changed four times and their final option is the one that was installed in the home. Bottom line with this married couple is they do not communicate affectively with each other. It is uncomfortable to be in the same room with them because of their abrasive uncaring attitude toward each other. They also have a small child that sees and hears what they say to each other and it is not a good example for the small child. I have recommended, on several occasions, that Mr. [redacted] seek legal counsel to get a better understand of the real estate process because he does not seem to understand it from me or my agents, but he has yet to do so. Below is an email from Mr. [redacted] "after" he ask me to get involved. Email Dated 15 Dec at 2:36 PM from Mr. ***: [redacted] Thank you for addressing the issue and informing me of what is going on. V/r [redacted] D [redacted] SSG, USA [redacted] CESD TA 250 Myself nor [redacted] has been unprofessional or raised our voice during this process. If Mr [redacted] did comprehend he would not have written the BBB because he has to understand that his changes, lack of signing docs, and his failure to follow up to ensure he is getting what he wants is the problem. Mr. [redacted] is abrasive, has sent emails with foul language in them, threatened to slander my company on social media, and tell other clients not to use us. We highly recommend that if anything is posted about my company that is not "FACT" he will be held liable for damages for untruths he speaks. Mr. [redacted] needs to be more professional, seek legal counsel, and decide what he wants his home to look like or this will be a never ending saga - because he will never be please. Please request copies of unprofessional emails or other correspondence to prove our facts.

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: *** *** Chief P.M
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@earthlink.net
Good Afternoon,
We as Realty Executives have days to settle a tenant's security deposit and we have procedures we have to
take prior to knowing what a tenant is going to be responsible forOn the left side of a tenants inspection you are able to see a tenants move in inspection, and once they move the property manager writes on the right sideTenants sign their move in and move out inspectionThere were many items that were marked as dirty on this tenants move in, and was not charged for these itemsThe homeowner paid a cleaning bill as well for the items that tenant could not be responsible for because they were listed as dirty or marked "no" on the move in inspection
Below is a list of cleaning items that the tenant was not charged for:
Kitchen-walls/ceilings, floors, fridge, cabinets
Utility-floors
Dining room-lights/fixtures
Living room-windows/screens
Master bedroom-lights/fixtures
Outside-door dirty
Tenant was charged for the following maintenance items:
nail holes in several room s
window lock broken in bedroom
screen holes,
replaced broken bedroom doors, and repaired broken bedroom door
removed satellite dish
front door weather stripping was torn
holes in siding
We reviewed tenants move in inspection and move in video, there were latches that were broken at move out, and only latch was noted at move indoors had holes in them, were videotaped at move in inspection and no holes were visible, nor were they notated at move inThe weather stripping was not damaged at the move in inspection so that is why this was put on tenants list and is not considered wear and tear
We use independent contractors for all of our jobsIf the bill is not detailed enough for the clients, the vendors name and number are always on top of the bill, and they are more than welcomed to get all tenants a more detailed statementThe priciest items for this particular tenant were the broken doorsOur vendors do try to do the most inexpensive job, and you are able to see that because one door was not replaced but repaired insteadWe try and use contractors that have the most reasonable prices and get the work completed in a timely manner
Tenant also got charged for water and electricWhen tenants sign their lease and their days' notice, we advise them to not turn off any utilities until they are completely released from the lease, which is after the move out is done and charges are assessedIf they do turn any utilities off, there is a $reconnect fee in result of having us as realty executives turn it back on under our nameThis tenant was not charged for the reconnect fee, but only for the charge of the water and electric bill due to having utilities shut off before the time any vendor could go out there and complete the work
There was a $charge for rent because the pro rate rent amount that was due was $however; the payment that was made was only in the amount of $
On the days' notice tenants sign, it states on line "If I am not ready at the time I scheduled my inspection and a property manager arrives to the home a re-inspection will be scheduled and a $re-inspection fee will applyI also understand I will be charged rent up until the day I pass inspection." If the tenant felt that he was not ready and wanted time to correct issues it could have been brought to the property managers attention to leave the inspection and reschedule for a later dateThere was a copy of the tenants move in inspection uploaded to our website for his access while he was renting from our company as well as a copy at our office that could have been retrieved and reviewed and asked any questions prior to his move out inspection and guidance could have been given
Before any work was conducted we contacted the homeowner to see if he/she wanted to charge for any of the items aboveIt was ultimately the homeowner's decision, and was also the last person to live in the property
If there is any detailed information that might be required, please don't hesitate to contact me
Thank you

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: *** ***, Owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@realtyexecutives.com
Dear Revdex.com,
Mrand Ms*** are very demanding customersWe are involved in a real estate transaction with this couple
and we represent the sellersThey have zero respect for other peoples time! We never do wait or days to respond to customers needsHowever, Mr*** continues to fail to understand he is not the only customer we serviceMy company manages over homes for Service Members, tenants, real estate agents with an average of sides of real estate sales a month, and offices in townsMr*** expects my staff to drop what they are doing and service his needsEverything that Mr*** has signed was forwarded to the sellerIf something was not done then that is because Mr*** did not sign a document asking for itHe continues to blame us for things that didn't get done on the home but fails to realize he did not sign a document asking it to be doneHe used the excuse that "I told you guys to do it, why didn't you"? If seems strange that he signs some documents but doesn't sign othersWe have recommend that he get legal advise on several occasions but he failed to do soMy company has gone overboard to assist this unreasonable, indecisive buyer, who wants my company at his beckon call when he wants a changeHe continuously goes through the home while it is under construction when he was told not to on several occasionsThis shows his total disregard for responsibility and doing what is ask for the safety of allMy company can provide proof of all contacts with Mrand Mrs*** regarding his claim of lack of communicationIn regards to paint colors Mr*** never signed a document asking for paint colors to be changed and therefore they weren'tThe facts are that they brought a swatch of counter top to compare to their tile to show ***They asked ***'s opinion and to put that counter top in an amendmentThe counter top was later changed again when Mrs*** found another sample that she preferredMrand Ms*** are very indecisive and have no respect for other personnel's timeEvery document they have signed has been sent to the seller as requiredThere are so many changes made by them it is not surprising they do not know what they signed and didn't signThe ***'s and ***'s meeting entailed reviewing each change and clarifying they both agreed to the suggested changeThe paint only became an issue when Mrs*** walked into the home and said "this color is too purple, I don't think my husband will like it"We have a signed document showing the colors in the home are the ones they signed saying they wantedNo changes were ever "signed" by Mr*** and therefore the paint is per the legal contractIf they really ask for a paint color change why didn't they sign a document asking it to be done? They signed other documents "why not a paint change"?
The tile in the home is the exact tile they wantedThe tile was changed four times and their final option is the one that was installed in the home
Bottom line with this married couple is they do not communicate affectively with each otherIt is uncomfortable to be in the same room with them because of their abrasive uncaring attitude toward each otherThey also have a small child that sees and hears what they say to each other and it is not a good example for the small childI have recommended, on several occasions, that Mr*** seek legal counsel to get a better understand of the real estate process because he does not seem to understand it from me or my agents, but he has yet to do soBelow is an email from Mr*** "after" he ask me to get involved
Email Dated Dec at 2:PM from Mr***:
***
Thank you for addressing the issue and informing me of what is going on
V/r
*** D ***
SSG, USA
*** ** **
CESD
TA
Myself nor *** has been unprofessional or raised our voice during this processIf Mr *** did comprehend he would not have written the Revdex.com because he has to understand that his changes, lack of signing docs, and his failure to follow up to ensure he is getting what he wants is the problemMr*** is abrasive, has sent emails with foul language in them, threatened to slander my company on social media, and tell other clients not to use usWe highly recommend that if anything is posted about my company that is not "FACT" he will be held liable for damages for untruths he speaksMr*** needs to be more professional, seek legal counsel, and decide what he wants his home to look like or this will be a never ending saga - because he will never be pleasePlease request copies of unprofessional emails or other correspondence to prove our facts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

As we already informed Mrs.***, our company does not automatically draft money from accountsMrs.*** did not shut off her automatic payment, which is a tenant's responsibilityWhen they make an automatic payment from their banking account, or paycheck, they are the only authorized users to
turn that offUntil they do, their bank will continue paying it to our companyThis tenant has already received a full refund, after their automatic payment cleared in our bank account

While we respect the rejection, we cannot pull money from an account that we own on behalf of a homeownerJust because we are the property management company, it does not give us the legal right to do thatThere is nothing further that our company can do in regards to the tenant's refund, as our obligation, at this point, is to ensure we continue to work to obtain running water for this tenantWe will also continue to address the tenant's concerns with the homeowner, as well as the tenant's request to be refunded

We believe that there may be some confusion, as Realty Executives has no authority to credit a tenant's account without a homeowner's approval, as the homeowner is the Landlord, not or companyA tenant can request for their account to be credited; however, as the Property Management company, the
only authority we have (per contract) is to contact the Landlord about their tenant's requestThe landlord, as well as our company, worked diligently to address this tenant's frozen pipes; however, the city went out and informed us that they cannot do anything until the exterior pipe thaws outAt least two other contractors were then called out to the home within a 24hr period, who also stated that they were unable to do anything with the frozen exterior pipe until it warmed up someThe landlord pays HOA fees, which includes gym access in the tenant's neighborhood (which the tenant has access to)The tenant decided against this option and obtained a hotelWhile Realty Executives understands the tenant's frustration, the tenant has provided misinformation with this complaint, as we cannot authorize reimbursements without a landlord approvalOur company has done everything possible for this tenant's frozen exterior pipes, and our company is still continuing to work on it

see attached

Dear Dispute Resolution Department, Unfortunately, the home Ms*** resided in at *** *** ** was foreclosed upon. The notice that they received to vacate the property did not come from our brokerage, nor did we ever tell tenant that they must move out of the property. The
broker at that time provided Ms*** with all of her options, to include informing her of her tenant rights. While we sympathize that Ms*** moved out of her home due to a foreclosure, we have no control over the homeowner's actions that lead to the home being foreclosed upon, our brokerage is in no way responsible for her moving expenses, nor her rent*** ** ***Broker-AssociateRealty Executives Watson & Associates

Complaint: ***
I am rejecting this response because:
As a property manager, you, become the face of not only your company but the landlord you representRealty executives is the only company to whom I can address my complaints as they become the middle man between tenant and landlordI pay for a habitable home, required by the state of Missouri to have functional plumbing, potable water, as well as heat and weather protection to my buildingThe gym access does not negate this law, key word my building, and there for a mute pointI have been offered stay at a one bedroom furnished appt until water is returned to my propertyI still feel I should be reimbursed for the one hotel stay of $
Sincerely,
*** ***