Rent Boulder Now

Complaint: [redacted] I am rejecting this response because:RentBoulderNow withheld the truth that on 2/I once again explained to them that [redacted] health was harmed by the dirty carpet Also they ask that if you have a service request that you call it in, that way they don't have a paper trail for it I called about it at least two other timesI'm pretty sure there are laws regarding how often a property manager must replace the carpet in a rental property I'm sure if we asked for proof of replacement it would be difficult for them to come up with something within the legal timeframe RentBpulderNow says they acted reasonably and within the bounds of the leaseThe second point is certainly true, but nothing about the way they run their business is reasonable or ethicalThey in fact entrapped me in a $fine by telling me we would only be charged for an extra day on top of the leaseThen once we had stayed for an extra day, they lease wordage had been satisfied to then charge us $This can't be allowed to go on Sincerely, [redacted]

Set fourth explicitly in the signed lease agreement, Residents have the options to either re-let, or sublet their units if they are unable to fulfill the lease contract Reletting is a fee equivalent to one month's rent and will essentially absolve a Residents lease obligations once a suitable replacement is found, subletting is $although they remain liable/responsible for the unit through until their lease end date [redacted] signed individually onto the lease, then renewed her contract dates and chose the option which would enable her to be absolved of her lease contract once a replacement Resident had been found As such, [redacted] paid for her rent and utilities as usual until a replacement was found to take over to replace her We were completely willing to review any supporting evidence which supported her claim of domestic violence, though [redacted] was unable to substantiate this with documentation Per our last conversation, we explained this to [redacted] and asked if she could provide any additional documentation though to date have not received any

[redacted] , We are sorry to hear that our residents mom is unhappy with the security deposit reconciliation We strive to exercise the lease accurately and document all charges with notes and photographs 1) $carpet cleaning: This amount was agreed to in the signed lease contract Furthermore, we have documentation that verifies that the carpet was cleaned prior to the resident taking possession and after he vacatedLastly, we do a move in inspection to make sure the items residents are charged for did infect take place2) $trash haul: This in the signed lease contract as well All residents agree to contribute to the additional trash haul expenses that are generated when folks move out This does not reference additional trash removed from a specific unit; none of which existed in this case "Resident Agrees to Pay: (1) $for three (3) day notice service; (2) Minimum of $for lockout service; (3) Minimum of $extra trash haul fee at move out" 3) $cleaning (hours at $25/hour): although it was evident that some cleaning took place our notes and photos from the move out inspection clearly indicate that additional cleaning was needed Resident was charged per his signed Security Deposit Agreement.4) $lightbulb: We have already agreed to refund the $for the lightbulb5) refrigerator: Our records indicate that the refrigerator failed late December RentBoulderNow.com provided a replacement 1/4/ Prior to the replacement date no request was made for compensation The day of replacement we received the compensation request RBN.com responded 1/5/and suggested they contact renters insurance for compensation This was where the communication ceased

Complaint: [redacted] I am rejecting this response because: [redacted] , Your comments regarding the carpet were well-crafted in that you neglected to acknowledge how many times IN WRITING I asked for something to be done about the carpetsYou willfully neglected our multiple pleas to fix the carpet situation so that [redacted] could breathe healthily againIt's apparent through your neglect that you prefer to cut corners and keep your money than care for the health and well-being of your tenants.Secondly, you entrapped us by offering to charge us for an extra dayIf we're charged for an extra day, we have the right to use the property that dayIn fact, you charged us for a FULL DAY, and I said we would be out by MIDDAY which was in keeping with your policy of charging FULLDAY RENT for the last day of the leaseI told your associate we would be out by the HALFDAY markI believe you offered to charge us for one more day as a way to entrap us into staying over that night, in which case your lease wording was satisfied to charge us the full penaltyAnd now on top of all this, I see you have charged us for a missing bar stool in the property when the lease clearly states that the property came unfurnishedI really don't want to have to take you to courtI've been to small claims court already, and I don't wish to do it again, but I can't be taken advantage of like thisI don't have the finances to be taken advantage of like thisWe want a full month's rent back plus the entirety of our security deposit Sincerely, [redacted]

"In reference to the allegations regarding the carpet in the unit, our records indicate the resident submitted an email (received 1/25/16) requesting confirmation that the carpets had been professionally cleaned. We confirmed that the carpets had been professionally cleaned, disinfected and
deodorized prior to his move in and that replacement was not necessaryWe communicated these details to the resident via email on 2/15/16. The resident did not pursue the issue further during his tenancy On the last day of his lease the resident relinquished the apartment hours late, and we assessed him the contractually-agreed Hold Over fine. When the resident learned about the charge, he sent our company a barrage of profane emails, in which he called our representatives "***" and threatened, amongst other things, to "make [our] filthy lives as miserable as possible" This complaint is part of an aggressive trolling campaign and is consistent with the tenant's stated goal to intentionally damage our company We take our tenants' concerns very seriously and do whatever we can to resolve issues amicably. In this instance, we acted reasonably, diligently and within the bounds of our Lease Contract. Consequently, we cannot offer a refund or issue a public apology however hostile and obscene the complainant may be."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution while not satisfactory, is what I was expectingI was not expecting RBN to change their position and no longer see any value in wasting my timeHowever, I would like to take the opportunity to point out that I am one of dozens, if not hundreds of people, who have similar complaints as me regarding the way Rent Boulder Now runs their businessThe links below will show countless reviews from people complaining about underhanded, dishonest, unethical and sneaky business practicesIt's unfortunate that a company like Rent Boulder Now has such a monopoly on the Boulder housing market and can so easily take advantage of people as a resultIt would be for everyone's benefit if Rent Boulder Now were more seriously investigated for their repeatedly deceptive business practices. https://www.***
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Sincerely,
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Complaint: [redacted]
I am rejecting this response because:RentBoulderNow withheld the truth that on 2/15 I once again explained to them that [redacted] health was harmed by the dirty carpet  Also they ask that if you have a service request that you call it in, that way they don't have a paper trail for it  I called about it at least two other times. I'm pretty sure there are laws regarding how often a property manager must replace the carpet in a rental property  I'm sure if we asked for proof of replacement it would be difficult for them to come up with something within the legal timeframe.  RentBpulderNow says they acted reasonably and within the bounds of the lease. The second point is certainly true, but nothing about the way they run their business is reasonable or ethical. They in fact entrapped me in a $250 fine by telling me we would only be charged for an extra day on top of the lease. Then once we had stayed for an extra day, they lease wordage had been satisfied to then charge us $250. This can't be allowed to go on.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted], Your comments regarding the carpet were well-crafted in that you neglected to acknowledge how many times IN WRITING I asked for something to be done about the carpets. You willfully neglected our multiple pleas to fix the carpet situation so that [redacted] could breathe healthily again. It's apparent through your neglect that you prefer to cut corners and keep your money than care for the health and well-being of your tenants.Secondly, you entrapped us by offering to charge us for an extra day. If we're charged for an extra day, we have the right to use the property that day. In fact, you charged us for a FULL DAY, and I said we would be out by MIDDAY which was in keeping with your policy of charging FULLDAY RENT for the last day of the lease. I told your associate we would be out by the HALFDAY mark. I believe you offered to charge us for one more day as a way to entrap us into staying over that night, in which case your lease wording was satisfied to charge us the full penalty. And now on top of all this, I see you have charged us for a missing bar stool in the property when the lease clearly states that the property came unfurnished. I really don't want to have to take you to court. I've been to small claims court already, and I don't wish to do it again, but I can't be taken advantage of like this. I don't have the finances to be taken advantage of like this. We want a full month's rent back plus the entirety of our security deposit. 
Sincerely,
[redacted]

[redacted], We are sorry to hear that our residents mom is unhappy with the security deposit reconciliation.  We strive to exercise the lease accurately and document all charges with notes and photographs.  1) $100 carpet cleaning: This amount was agreed...

to in the signed lease contract.  Furthermore, we have documentation that verifies that the carpet was cleaned prior to the resident taking possession and after he vacated. Lastly, we do a move in inspection to make sure the items residents are charged for did infect take place. 2) $25 trash haul: This in the signed lease contract as well.  All residents agree to contribute to the additional trash haul expenses that are generated when folks move out.  This does not reference additional trash removed from a specific unit; none of which existed in this case.  "Resident Agrees to Pay: (1) $25.00 for three (3) day notice service; (2) Minimum of $50.00 for lockout service; (3) Minimum of $25.00 extra trash haul fee at move out" 3) $50 cleaning (2 hours at $25/hour): although it was evident that some cleaning took place our notes and photos from the move out inspection clearly indicate that additional cleaning was needed.  Resident was charged per his signed Security Deposit Agreement.4) $5 lightbulb: We have already agreed to refund the $5 for the lightbulb5) refrigerator: Our records indicate that the refrigerator failed late December 2015.  RentBoulderNow.com provided a replacement 1/4/16.  Prior to the replacement date no request was made for compensation.  The day of replacement we received the compensation request.  RBN.com responded 1/5/16 and suggested they contact renters insurance for compensation.  This was where the communication ceased.

RESPONSE:   Carpet: The tenant's claims are false in their allegation that RBN.com asks for service requests to be called in.  Quite the contrary, their signed lease contract requires that service requests be in writing.  Furthermore, tenants are encouraged to set up secure online accounts, not only for the convenience of making online payments (which this resident took advantage of) but also to easily submit maintenance requests.  Furthermore, there is no law that requires replacement of carpet after a specified period of time.  Tenants were aware they were moving into a pet friendly unit and were assured that carpets would be professionally cleaned before they took possession, which they were.   Hold Over Fee: It is clearly outlined in the signed lease documents what the move out day and time were, as well as the Hold Over Fee for failure to vacate on time.  In a documented email the tenant clearly stated that he misread his lease and that he would vacate by the end of the day, rather than noon.  RBN.com was willing to charge a lesser fee, in good faith, if he did so.  Unfortunately when RBN.com went to the unit early the next morning the tenant was still is residence and stated to our agent that he would not be out until noon.  Therefore, the fee agreed to in the signed lease contract was enforced.   Regards, [redacted] Assistant Property Manager

Complaint: [redacted]
I am rejecting this response because: These are the exact same pictures we took when he moved in, the carpet stains were there along with the bathtub stains. I sent you our pictures in prior email, you should be able to compare. I have added additional ones along with the sheet he had to fill out when he moved in noting any damages or areas that needed attention. And my response to her regarding refrigerator "I'm done" was because they refused to pay him for any damages no matter how much I argued with them. I also argued over the phone but of course they will deny this. 6 days with no refrigerator is just unsatisfactory and a health issue. I guess I should have called the health department of Boulder at that time.  I work for a commercial property owner with a 25 million dollar apartment complex so I know the rules of landlord and tenant. They will just keep denying this claim and keep sending you the same pictures, even though they are the same ones I took when he moved in. This is how they treat any one who complains and people finally give up out of frustration.  I want them to be honest and admit the apartment was cleaner when he moved out then when he moved in. Also they need to have more inventory on hand like refrigerators for when one stops working. Please issue the reimbursement of 150.00 for cleaning. 
Sincerely,
[redacted]

Set fourth explicitly in the signed lease agreement, Residents have the options to either re-let, or sublet their units if they are unable to fulfill the lease contract.  Reletting is a fee equivalent to one month's rent and will essentially absolve a Residents lease obligations once a...

suitable replacement is found,  subletting is $195 although they remain liable/responsible for the unit through until their lease end date.  [redacted] signed individually onto the lease, then renewed her contract dates  and chose the option which would enable her to be absolved of her lease contract once a replacement Resident had been found.  As such, [redacted] paid for her rent and utilities as usual until a replacement was found to take over to replace her.  We were completely willing to review any supporting evidence which supported her claim of domestic violence, though [redacted] was unable to substantiate this with documentation.  Per our last conversation, we explained this to [redacted] and asked if she could provide any additional documentation though to date have not received any.

We have attached photos from our move out inspection indicating that additional cleaning was needed after the resident vacated.  We have several more should they be required.The spot on the carpet does not indicate that the carpet was not cleaned.  It was faint and small after cleaning, therefore not requiring carpet replacement.  We have documentation that carpet cleaning was performed before and after this resident occupied this unit but due to attachment restrictions we have not attached them.Per the email thread the resident's mom attached regarding the refrigerator, she ended discussions, leading us to discontinue the interaction per her request:   "I'm done discussing this. Have a good day "Thank you,RBN.com