Renters Warehouse

Thank you for reaching out to us. The first indication of an electrical issue was given to us the beginning of September and addressed at that time. A licensed vendor was sent to the property. We are now hearing of the concern again and are sending out a different vendor in an attempt to get this...

addressed for the tenant.

Initial Business Response /* (1000, 8, 2015/09/30) */
Hello [redacted],
Thank you for your feedback.
I have requested that the leasing Agent responsible for this interaction write you a letter and personally apologize for your experience.
ALthough you have already received this letter, I...

have attached it below.
Please feel free to reach out if I can be of assistance. We appreciate your business and apologize for the less than satisfactory experience.
Kind Regards.
** Attached Letter **
[redacted], greetings,
It's Gabe from Renters Warehouse writing. I want to SINCERELY apologize on behalf of myself and the entire group at Renters Warehouse for any negative dealing you've had with our company. I had perfectly NO idea you were this dissatisfied with the service.
There are a few areas where I truly believe I fell down: 1) I should haver not have priced your townhouse as aggressively as I initially had. There's a lot of competition during that particular time of year, and perhaps I was over-confident in believing I could maximize your ROI at $1995 to start. 2) I could well have sent your key in better secured package with tracking. While would've never believed it would've arrived in such a state, a manilla envelope or FedEx document might've been more appropriate to avoid that occurrence. 3) Thirdly, I should've been in closer contact with you by phone instead of email so I could've better gauged your negative customer experience.
I want you to know that I was SINCERE, however, in advising that you should stick with the tenant we found out of true concern that you might've had a similar experience in poor market time selling your home. Meeting your best real estate needs was my sole concern for you as my client. I for one was EXTREMELY relieved that you sold your home in the span of time that you did and LESS disappointed that we lost the sale as a result.
I just today received word that you were needing to rekey your home. The VERY least I could do is offer to pay for this service personally to help rectify your poor customer experience. If you've done this already, please remit any receipts to my email herewith and I will reimburse them. If you've not already gone ahead with the re-key, Renters Warehouse can provide someone to take care of this at our own expense; just let us know.
Had I gleaned a better sense of your dissatisfaction during the rental marketing process, I would've most certainly tried to address the issue MUCH sooner. Again, I wish you the best of all luck in your endeavors, and congratulations on successfully placing you home for sale. Please do reach out to any of us in the meantime, and AGAIN, my sincere apologies that we could not find a tenant for you sooner than we did.
It was nice meeting your wife and you, [redacted], and I truly do wish you all the best! Please let me know how I can help on the re-key, we are so sorry with any negative customer experience you may have had dealing with us.
Respectfully yours,

Here are the notes from this work order.  The owner was informed that we can pull the technicians, but the fee would still apply.  See the notes attached.  Please let me know if you need additional information.

I am rejecting this response because:
This letter states that I am being reported to the Experian:"Re: Unpaid charges **Warning Urgent Notice** You are still getting reported to Experian Credit Reporting Agency!!! These negative marks generally stay on your report for seven years. " This IS both threatening and insulting. A company that offers good customer service would NOT send this and all I am asking for is an apology. I was told by Joe [redacted] that this $100.00 fee could be paid with my July rent. There was NO need for an insulting letter to be sent to a client who is NEVER late on a payment. I wish I could say the same for the repair process. Repairs are NOT made in a timely fashion.I have been waiting for 2 weeks for a vent/a/c repair. I have had to remove a smoke detector because of this because it keeps going off. This is a health risk at this point and my next step will be to report this to the state.  I expect an apology and a punctual repair ASAP. Sincerely, [redacted]

We have had approval from the owner to resolve both of these issues (A/C and scorpions).  However, there has been difficulty getting these scheduled with the tenants.  On June 22nd, 2017, the tenant advised us they cannot take time off work and will only be available before 9:00am and...

after 3:30pm.  The tenant is also not allowing the technicians to be in the home when the tenant is not home.  Both of these are causing difficulties to actually getting the work completed for the tenant.  We are sending someone for the scorpions as well, which would typically be the responsibility of the tenant, which is expressed in the signed lease, but the owner is willing to get this completed.  This can all be scheduled and resolved with the cooperation of the tenant.Thank you,

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The ticket jas neen closed but the window os still not tinted and the trash is still in the basement and on the ground

Thank you for reaching out to us. To begin with, the 30 day notice that is requested is not able to be completed. The reason for this is because the tenant and property owner are in a lease until 2018. That is a legally binding document. The HOA fine is going to be collected from the tenant. We have...

recommended to the property owner that it is in the best interest to pay the fine to the HOA because the HOA is in the property owners name. We will then collect the money from the tenant and get those funds to the property owner. We have consistently with our client to have this addressed. Thank you.

[redacted] proved to be a difficult client throughout the duration of this project. It was clear from the beginning he had doubts about the materials used and manner in which each task was completed.  [redacted] was highly argumentative concerning the  rock used for his patio claiming the...

rock was not Oklahoma Gold and the mortar was not Texas Tan mortar, like the contract stated.  The rock and mortar sat in Mr. [redacted]’s driveway for three days before my crew could begin work.  My crew washed the rock before laying it down in the mortar/concrete bed and the water gave it a darker color. Mr. [redacted] had difficulty seeing the true color of the rock despite the appearance of a ‘darker’ color, as the rock was wet.  As a professional courtesy I drove [redacted] to Whittlesey Landscape allowing him to see the patio mix  was indeed Oklahoma gold.   Mr. [redacted] also expended carelessly a multitude of limestone pavers. He directed my crew to cut multiple pieces of limestone, to his satisfaction, for the tops of his flower beds. These directives were given to my crew when I was not present creating an uncomfortable situation for my crew and myself as material was clearly wasted.   Additional complaints included one nail hole that was left unfilled in his 6x6 cedar post from the cross supports. The nail hole was filled, to his satisfaction, with caulk as we were painting the cedar post.   Throughout the duration of this project it was apparent to me and my crew the inability to satisfy [redacted]. I am bewildered that he was not happy with the end product as I specified the rock color by driving him to Whittlesey Landscape and thoroughly explained to him the ‘none’ warranty for rock work as I cannot control the settling of concrete products.  Because of this [redacted] does not have any warranty in writing nor was he given one verbally.  My interpretation of his comments to the, “Nails not be pounding in” cannot be explained as I completed all duties requested by Mr. [redacted]. This customer was highly involved in every aspect of this project and inspected all details cautiously.  Because of his involvement in every aspect of the project with careful consideration my crew and I felt as if the project was completed in a timely and professional manner.

[redacted], Thank you for reaching out, I am sorry that you are not pleased with the outcome of the processing of the security deposit. During the process of the disposition the owner of the property makes all determinations for the withholdings from the security deposit. Renters Warehouse will...

only document the condition of the property for the property owner, Renters Warehouse makes no determinations for the amount to be withheld from the security deposit.  A move out packet was sent on the 23rd of May 2016 that detailed the move out process and what could be expected and what should be done prior to leaving the property to maximize the return on your security deposit.  If you are unhappy with the decisions made by the property owner you can submit a formal dispute and it will be sent to the owner of the property. You can send the dispute letter to the individual from the dispositions department that you were working with and they will see that the owner receives your dispute.  Aaron [redacted] Renters Warehouse Customer Service[redacted]@renterswarehouse.com

I am rejecting this response because: Yes, the...

mold issue is taken care of but no thanks to Renters Warehouse. They refuse to respond to any requests we have made. They forced us to terminate our agreement with them because they won't do their job. When we were finally able to inspect the house which took a while to get scheduled, there were multiple other problems with the home. They refused to do anything about any of them. I had to fire them as property manager because they won't do what they are paid to do. I paid them several thousand dollars over the last year and half and I got nothing in return. They caused issues at every turn and refused to make the tenant pay for repairs that they are required to do by the lease agreement and forced us to pay for them. It was far from resolved and that is why we had to terminate their services and hire a new property manager that will do the job and do it without us begging them to do the job they were hired to do.

We have had continuous contact with this tenant. This can be determined from the tenants own complaint. Renters Warehouse is working with the property owner and are fixing the issue. As of this response, the vendor will be reaching out to the tenant in order to fix the maintenance concerns. Thank you.

[redacted], Thank you for reaching out, I apologize for the issues you have experienced while residing at the property. We are currently working with the owner of the property to arrange for the termination of the lease agreement for the property. Our Rent Estate Advisor Katy [redacted] is working to...

get the lease termination completed and should be in contact with you soon to try and work everything out.  Should you have any additional questions please do not hesitate to reach out to me directly. Aaron [redacted] Director of Customer Service Renters Warehouse ###-###-####[redacted]@renterswarehouse.com

I am rejecting this response because:I understand having to notify tenants of intent to enter the property, however, if you are hired to manage a property and photo evidence is required when the inspections fail, why was it our responsibility?  Why don't you have people available to assist homeowners?  We had to use our time and resources to drive by the property to prove what we knew was going on.  And even after we were able to provide photo evidence, we were STILL only given the option of a notice of lease violation and an inspection.  It wasn't until we really pushed for a different solution that eviction was an option.  We paid for a service, that service was to manage our property and enforce the lease.  Everytime there was a violation we notified you and in the end it was us that had to push to get them removed.  Our complaints and concerns were not valued and the fees you collected from us were for your management service.  Who was attending to our property and ensuring the lease was enforced?

The letter is an automated letter that is sent out when a balance is on the account. The automated letter does not have anything to do with the email that you received indicating that you may pay when you pay rent. The letter was attached to the previous response by Renters Warehouse and in no way threatening. Additionally, as per the previous response from Renters Warehouse the repair was completed well within the allotted timeframe of the AZ Landlord and Tenant Act. Finally, you request is being processed regarding the one vent that is not producing good airflow. The repair does need to be approved by our client and is in the process of this. Thank you.

[redacted], thank you for reaching out. The purpose for the inspections is to look for defects. There may not be any at all. A reasonable time for inspections is permitted. The goal is not to invade your privacy but to ensure that your living space has no defects. After speaking with Jerome he has...

informed me that the HOA will need to be notified in order to get you additional gate access. Finally, at this point the owner is not going to allow the lease to be broken. I have checked the calls and you were indeed notified of all of this. Thank you.

Renters Warehouse is not responsible for the cost of the repair. The owner was notified the same day that we received the maintenance request. The owner then chose to send a vendor of their choice. The vendor at that point should have addressed the issue. If the clients vendor did not fix the issue then that most certainly is not the responsibility of Renters Warehouse. The damage had already been done prior to the inspection per the client's own initial response. I have also added the portion of the management agreement that the client signed and is responsible for, since the vendor was chosen by the client. I can add the original upon request of the client due to personal information included. Thank you. d. Contractors: Manager maintains business relationships with vendors/contractors who may be regularly retained by Manager for maintenance and/or other services. Manager often negotiates and arranges for discounts from retail pricing due to the volume of services performed for Manager. Owner may choose to select an alternate contractor to perform maintenance and repairs on Property, in which instance Manager is not responsible for and Owner will hold Manager harmless regarding supervision, licensure, insurance, and payment of contractor. Owner shall be responsible for all maintenance and repair expenses.

[redacted],I apologize for the financial struggles you are going through as well as the other issues you have been faced with. I am not in disagreement that the process for the inspection could have gone better than it did. However the main issue is with that of the past tenants and their treatment of your property. When we were notified of the issue with the upstairs bathroom we attempted to reach out via phone and email unfortunately we were not able to get a hold of you right away. After reviewing the notes from the maintenance request I can see that the plumber did call on the evening of September 27th 2016 at 5:06 PM the note from the Plumber indicates that the voice mailbox was full so they sent you an email. On the morning of September 28th 2016 at 7:34 AM the Plumber was approved to go to the property. The tenant left the door open for the Plumber to access the space. When the Plumber arrived at the property there was a considerable amount of damage done to the property due to the leak from the upstair bathroom. On the 29th of September 2016 a note by the Plumber indicates that you had called your insurance company and they were sending someone out to find the leak and provide you with a bid to repair. The note further indicates that you requested to cancel any further appointments until you were able to find out if the insurance company was going to fix the problem or not. On the 29th of September 2016 a message was relayed by the Restoration Company that you had chose to hire your own contractor to complete the repairs. An individual from the Restoration Company indicated that the water damage to the property happened in the first 30-45 minutes and everything after was negligible. The note from September 30th 2016 states, "Spoke with the owner and the plumber that was out today said nothing is leaking any longer, it appears that the tub drain was plugged and resulted in an overflow which caused the water damage. There is significant damage, the light fixture will be replaced next week, they will be treating to prevent mold but the final build back (cosmetic issues) will not be completed until the tenant moves out. Owner asks that we ask the tenant to be very observant of bath time to be sure this does not happen again."We were informed by yourself on the 30th of September 2016 that you were completing the repairs to the property with your insurance company as well as your own contractor so we provided no further assistance in the matter. When a property owner decides to use their own vendor to complete repairs at a property Renters Warehouse has no control over the work that is done at the property as it is a vendor outside of our network. From what it sounds the work was never completed when the tenants vacated the property. There was a lease termination completed on the 8th of December 2016 between yourself and the tenants at your property. The terms of the lease termination were,1. The termination date on the lease dated September 4th 2015 shall be moved to December 1st 2016.2. Move out date shall be December 1st 2016.3. The residents provided their forwarding address4. The security deposit shall be addressed pursuant to MN State Statute 504B.178This agreement was signed by all parties meaning the termination of the agreement was mutually agreed upon. When the Security Deposit was processed you applied charges for the Insurance Deductible as well as charges for Vandalism on top of numerous other charges. The amount of the Security Deposit on file was $1150.00 which was sent to you in its entirety. Renters Warehouse is limited as to the amount of the Security Deposit to provide you with upon time of move out. Any charges over and above the Deposit amount would need to be pursued through a Civil Suit against the previous occupant. The total amount outstanding after the processing of the deposit is listed at $3180.71. I again apologize for the position that you are in at this point, however I do not feel as though you are in this position simply because of the difficulty with the inspection of the property as the inspection would have and did take place prior to the extensive maintenance issues at the property. As the issues at the time of the inspection were cosmetic and housekeeping issues, nothing that would have warranted an eviction of the tenants. There were instances prior to the inspection where we recommended filing an eviction due to the non-payment of rent, at the time of the recommendations you chose not to pursue the eviction option. When an owner opts not to pursue eviction Renters Warehouse continues to work to collect the rent monies owed. Again I am sorry for the financial hardship that you are facing but stand by my statement that this is a situation caused by the neglect of the tenants and should be pursued on a civil level between yourself and the past occupants. Should you need any information for the past occupants you can contact me directly at [redacted]@renterswarehouse.com.I hope that you are able to find closure to this situation sooner rather than later and again apologize for the situation that you are faced with.

Thank you for reaching out to us. There will not be anything that will be reported to the credit bureau. We are working to have this addressed for you. We do need to get the approval from the owner as this is the owners final decision. We do not believe that this will be an issue but we do need to...

give the property owner the opportunity to approve this amount. Thank you.

It is always frustrating when work orders take longer that usual. It is certainly not a usual occurrence for one of our agents to not place a work order when requested prior to move in. Our client has their own vendor that they do like to use. It is this that caused the delay. Additionally, the gas...

may not have been turned on to the unit which would be the tenant responsibility per the lease. It is the tenants responsibility to place maintenance requests once the move in has happened.Finally, regarding the eating utensils, the tenant is claiming that draino was poured down the drain. Our vendor indicated that there was no draino used. Further, Draino would not cause this with just one pouring. The main ingredients are bleach and lye. These will not get the eating utensils to the point of the picture that was sent to us by the tenant. If a reimbursement were due Renters Warehouse would gladly do so. In this case there is no evidence to support the claim for a reimbursement. The additional plumbing issues that the tenant brings up has been sent to our client in order to have this addressed. Thank you.

Initial Business Response /* (1000, 8, 2015/11/19) */
Hello [redacted],
Thank you for the feedback!
It would appear that you have had some miscommunication with our Leasing Agent and for that I apologize.
Your ad was corrected per your updated description but updated photos were not able to be...

secured in the 72 hour turnaround time that you had requested as Justin was indeed out of town when he received the request.
Per your request your ad has been removed from our servers and your placement agreement with us has been canceled.
We appreciate your attempt to do business with us and hope to work with you in the future.
Kind Regards.