Reliable Source Mortgage, Inc.

TRMC has had the contractor(*** ***) inspect the property and reported his findings to the Home Inspector(*** ***)Mr*** found no active leaks present and reported this to Mr***Mr*** confirmed his findings were signs there had been a leak, not signs of an active leak
The tenants in unit have confirmed the unit has NOT leaked since the roof repair was completed in DecemberTRMC has had the drywall repair completed around the window sill.All communication and actions of Mr***, Mr*** and TRMC have been provided to Mr***, the sellers realtor and the buyers realtorThe sellers realtor has inspected the drywall repair and TRMC considers the issue resolved.Respectfully*** ***

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
Regards,
*** ***

In response, the pest spray and air freshner were requested by the DeLunas as the solution to the problem and was not our recommended solution Our answer to the problem was for housekeeping to actually come in and rectify the problem Our other solution was to move you to another unit in the same community with the same exact floor plan and that was also rejected With either of those two solutions, the problems would have been solved We offered very viable solutions and neither were taken and the unit was utilized for the full stay with no other issues brought to our attention, yet a full refund is being requested Had all parties left at a.mand/or we would not have had another unit exactly like that one available for you to move to or housekeeping had not been immediately available, I could see why a refund would be in order But to reject moving to another unit units away on two different occasions, refusing housekeeping, waiting hours to re-raise the issue and having people stay in the unit the entire time without further complaints did not convey a sense of urgency that justifies a full refund

We are disappointed to hear about a dissatisfied customer; however, we did everything we possibly could, and then some, to accommodate this customer. Please find below and attached the series of eventsLeasing Agent contacted customer on September 19th after receiving a message from her
regarding her interest in the condo and her displeasure with staying in a motel any longer. During the conversation, the Leasing Agent went over the qualification and application process. The customer seemed to understand the process and even offered numerous times to pay months in advance. After the phone call, the Leasing Agent followed up with an email explaining the qualification and application process (email attached). The Leasing Agent changed their schedule to accommodate the customers immediate request to view the property even after the customer chose to delay the showing for an hourDuring the showing, the Leasing Agent, again, explained the qualification and application process after the customer began disclosing many personal details that she thought could affect her application being approvedAgain, she offered to pay months in advanceThe customer filled out the application online, came in to the office and signed the Qualifying Criteria form and Agency Disclosure form. Unfortunately, even after multiple trips to our office, the customer was not able to provide proof of employment, rental history and was unable to give us a cashier’s check or money order per the verbal and written instructions the Leasing Agent provided; however, she was adamant upon moving in immediately. The money orders she brought in were not separate payable to specific individuals as outlined in the email and verbal discussion (see attached email). One, was blank and the customer took back with her, the other for $was written out directly to the property ownerWe accepted this as a “partial” deposit, which is a bend of company policyWhen the customer departed, she stated she would return later that day (on 9/19/17) with the corrected money orders. She appeared to understand, but stated that our qualification process was too much and became irate stating that this is not how things are done in New YorkEven though the customer did not qualify, the Leasing Agent spoke to the owner of the property who graciously approved the customer to move in. This occurred first thing in the morning on 9/20/The Leasing Agent immediately notified the customer of the approval, in writing, and began the move in process to include scheduling a cleaning vendor and creating a lease to ensure a smooth move in for the customer on 9/21/17. As the Leasing Agent began to create the lease, she requested from the customer to bring in the remaining deposit and administrative fee as previously requested on several occasions prior to. Although the customer was approved, in writing, they were not entitled to any portion of the partial deposit paid at this point if they withdrew, we stated we would give it back, no questions askedWhen the customer returned to pick up the money order, the Property Manager met with the customer and handed over the money orders. The customer asked how she was to get her money back from the money orders themselves. The Property Manager informed her the producer of the money order would be able to assist her. The customer then asked for her file and application at which time, the Property Manager informed the customer we are required to keep them on file. She said ok and departed the office and did not appear upset to the Property ManagerRegarding the customer’s claim the property was listed for $700/month, the customer did not produce said ad. Rest assured, during the Leasing Agent’s initial conversation with the customer, it was made very clear that the monthly rent was $850/month, which was acknowledged by the customer as they even acknowledged that it was still a great dealIt is unfortunate the customer claims the Leasing Agent was “harassing” her. It was the customer’s request to be moved in as soon as possible. In order to accomplish that, our company requires all forms to be completed and signed and all monies exchanged to proceed and finalize the process. The way it was already, our company and the Leasing Agent had already broken protocol due to the compassion we felt for the customer and were shocked when the customer used such harsh terminology when describing the Leasing Agent. On a side note, the Leasing Agent learned the customer had slept in their car the night before, therefore, it lead the Leasing Agent to exhaust all their resources and man power to help the customer anyway possible, so again, to use such terminology is not appropriate. Legally, because our company is not a consumer reporting agency, we must keep all files regarding applications we run on hand for a specific period of time. At the end of said time, we are then authorized to destroy them. While it is a misfortune the customer had previously experienced identify theft, as a company, we have rules and regulations we must adhere to as well. The $the customer is requesting is what covers our direct cost to run credit/criminal reports and other background checks needed to qualify applicantsWhile we only hope the customer is able to find exactly what they are looking for, their requests for a refund and the paperwork back are not feasible as explained throughout*Note: attached is the following: - Initial Lead through the Property Management Software “Appfolio” - Leasing Agent email to customer - Leasing Agent/Customer Text Messages through the Property Management Software “Appfolio” Per text messages, the customer also requested to speak to the Manager of the Leasing Agent. The Owner/Broker of the company called the customer and their only question was regarding how to get the money orders cashed and briefly addressed our protocol. The Owner/Broker ended the conversation with asking if she had any questions and the customer said no, she just needed to understand how to cash the money orders

Complaint: [redacted]
I am rejecting this response because:Thier initial response to the unsat conditions upon arrival were to bring a can of raid and air freshener. The response of someone having been in there two days prior seems far fetched. The place looked and smelled. If they consider their advertisement and conditions of the cond satisfactory I would hate to see the rest of their rental properties. The recommendation of cleaning it while we were there is pointless as we didn't stay because of the horrribale conditions. We have learned our lesson and will never occupy any rental in the future without prior inspection.
Regards,
[redacted]

We appreciate feedback when customers are happy, as well as, dissatisfied so we can address their concerns. This unit had been occupied just days before the arrival of the [redacted] party. Units are inspected prior to guests’ arrival and all linens are freshly laundered and cleaned after the previous...

stay.  The [redacted] party checked in around 5:30, Friday, July 28th. We received a text at 6:32 p.m. from the [redacted] party with a picture of a stain on the carpet. They said it was just to let us know so that they would not be held responsible for it.   About ten to fifteen minutes later we received a picture of the refrigerator door that is in the unit. The picture showed dead gnats in the refrigerator, with a message that read the condo had gnats, had an odor, and that two of the beds were at a slant.  We apologized for those issues and replied we would immediately contact housekeeping to come to the unit to resolve the issues.    However, that resolution was rejected by the guests stating that they had already unpacked their personal property and did not want our housekeepers inside the unit. They then asked for us to bring a can of Febreeze and flying insect spray to the unit, which was promptly done.  The Guest then requested a refund for part of their stay.    Our representative felt we had tried to respond to the issue to dispatch housekeeping, which was refused and by personally and promptly delivering the items requested by the guest directly to the unit.  Our representative said, and without voicing those prior thoughts, that we would appeal to the owner of the unit to see if the unit owner would authorize such a refund.   There were no further complaints for the remainder of Friday night or Saturday until Saturday night.   We received a text at 7:40 p.m. on Saturday night, July 29th.  The text said that half of their party left the unit to return home at 3:00 a.m. due to the fact they were uncomfortable in the property.   This text was 16 hours after half the party had departed.   Had they addressed the issue first thing in the morning, we could have easily moved them to an exact same unit just two units away.  We still offered to do so that Saturday night, but the guest again declined our offer.  Therefore, we surmised that the issues raised were evidently not that serious since the guest turned down housekeeping and the offer to move to them another unit just 2 units away.   The Guest then informed us that they were also having issues with the washer. Our representative walked the Guest through how to reset the washer. The Guest then requested some compensation again and the representative said that they would seek approval from the owner on Monday morning.   There was no further communication from the guests again until Monday afternoon.  The Guests called and asked where their FULL refund was.   Our representative had already called the property owner for a refund approval and was waiting for a call back.   After receiving a call from the owner of the unit and as Broker/Owner of the company, we refunded the cleaning portion of their charges which total $108.25.  However, because the guest refused housekeeping services and the offer to move to a different unit, the decision was made that there would not be a refund on the stay.  After 30 years in this business, we know that if the problem had been bad enough to affect their stay, they would have taken advantage of one or both offers.    We informed the guest of the decision on the refund.   They wanted to appeal that decision, but the decision had come from the property owner and the business owner, so there was no further authority for any appeal.

Complaint: [redacted]
I am rejecting this response because:There is nothing left to discuss, horrible experience for me and my family and I do hope further attention to detail is given to adverstising these condos in the context of nice or luxurious.
Regards,
[redacted] [redacted]

To Whom it may concern:Mr. [redacted] is correct in saying that there is no record of his deposit from 2008.  However, Mr. [redacted] has been staying with us for several years and is a valued customer.  TRMC, in good faith, has issued a check to Mr. [redacted] for $200.00.  This check...

(ck#102823) was mailed on November 12, 2015 to Mr. [redacted].  Therefore, we have honored Mr. [redacted]'s request which provides a satisfactory resolution to this case.Sincerely,[redacted]