Renters Warehouse

The property owner has approved for the temporary heaters to be placed until the unit is fixed. The unit is being processed as quickly as possible. Sometimes it can take a bit longer to fix an item as there may be parts that need to be ordered. At the time of this response vendor is reaching out to...

the tenant to schedule a drop off for the heaters. Once the unit is fixed we will be happy to contact the owner to discuss possible rent credits.

Complaint: [redacted]
I am rejecting this response because: After almost 10 months of not responding to my emails, text message, a certified letter and finally a Revdex.com complaint, Mr. [redacted], owner of Decked Out and Fenced In Construction, LLC, has responded to the contracted work done in August of 2015. This late response is not surprizingl as he was never once was on time for the numerous meetings we held during the course of the project. This follow up to Mr. [redacted]'s response to my complaint will first cover the points in Mr. [redacted]'s answer and then cover the issues in my complaint to which he still has not responded. Mr. [redacted] alleges that I was a "difficult client". If wanting quality work workmanship and using materials specified in our project contract make me a "difficult client", I must plead guilty as charged.  Our contract called for Oklahoma Gold Flagstone on our back yard patio. Mr. [redacted] admitted to me that he did not buy Oklahoma Gold Flagstone from Whittlesey Landscape Supplies ("Whittlesey") but from another vendor. Oklahoma Gold Flagstone is a basic white stone with flecks of a gold/yellow color which was intended to go well with the white limestone on our home. The flagstone provided was light brown, dark brown and black in color and in no way resembled Oklahoma Gold Flagstone. We went to Whittlesey so that Mr. [redacted] could see the difference for himself. Since the flagstone had already been laid that day, my wife and I, with great reluctance, agreed to accept to the flagstone installed by Mr. [redacted] even though it was not what we ordered or specified in our contratct. I am dumfounded as to why Mr. [redacted] has this in his complaint response, since it was not part of our complaint. Perhaps he is trying to divert attention from the issues set forth in my complaint. In accordance with our contract, my front yard flower beds and trees were wrapped in stone and brick and then topped with white limestone lueders or pavers matching the white limestone of our home. Most of the masonry work with the limestone pavers topping the brickwork was done by the youngest and least experienced member of Mr. [redacted]'s masonry subcontractor who did not speak English. At no time did I give any direction to this person but did provide him with cold water. This young man introduced numerous quality issues including mis-cuts, cracked pavers and leaving deep, jagged saw cut marks on the stone placed. I pointed this out to Mr. [redacted] and the owner of the masonry subcontractor ultimately replaced the defective pavers. The mortar used for the replacement pavers was not Texas tan but a white mortar. As will be covered below, our quality issue is mortar failure with these limestone pavers that began less than a month after the job was completed. The project with Mr. [redacted] was not completed in accordance with our contract as to the quality of workmanship and the materials specified. In my complaint filed with Revdex.com on November 1, 2015, I asked for the following issues to be repaired or addressed and Mr. [redacted] did not address them in his July 1,2016 response:1. Repair tree and flower bed edging work where there were limestone mortar failures before the project was even a month old. 2. Repair appearance and potential structural integrity issues on the pergola installed by Decked Out and Fenced In Construction. There are nails that missed the board they were suppose to enter and nails that were not pounded all the way through. The pergola should be inspected for other similar quality issues and corrections made.3. Brick and stone mortar for the patio extension base was used versus concrete as called for in our executed contract that stated ". . . . flagstone will be reinforced w/rebar dowels into existing foundation and back concrete patio w/wire mesh/rebar with concrete reinforcement to total 135 sq ft then covered with flagstone. Like mortar, concrete is a mixture of sand, cement, and water, but it also contains rock chippings or gravel which makes it much stronger and more durable than mortar. Because it needs a low water to cement ratio, it is much thinner when mixed, making it difficult to use as a bonding element. Concrete is used in structural projects and is often reinforced with steel rebar to maintain its structural integrity as the soil beneath it settles. It is best used for support, such as beams, walls, or other building foundations. A hydrated cement mixture forms the base of both materials, the rock chipping in concrete makes it much stronger for use in structural projects.  The failure to use concrete (Texas tan mortar was used instead) as the base in the patio extension as specified in our contract results in a less stable patio extension as well as an inferior support base for the pergola. Use of an inferior base material for my patio extension as required in the contract with Decked Out and Fenced In Construction needs to resolved in a satisfactory way for both parties.  
Regards,
[redacted]

The dispute has been noted. The property owner has the final determination of the security deposit return. We are reaching out to the property owner to discuss the situation further.

I am rejecting this response because:
I have no received a phone from ANYONE at this company since living here, regardless of how many promises to receive a call back.At this point I have been without a kitchen sink for over 2 weeks and this is against health regulation. I will be going to the health department regarding this issue since no one with RW seems to understand the severity of the situation. Thank you.

The property owner has been contacted and will be sending Renters Warehouse the $700 so that we can send that to the tenant.

Our vendor went back out to the property to assist with this concern. There is no mold. The vendor went through all of the requests that have been entered with the tenant. The tenant is not keeping the unit clean. I have added pictures at this point in order to show how the property is being kept. The requests have been completed. The carpets need to be replaced but this is the responsibility of the tenant.

I am rejecting this response because:Firstly, my mother and I have not broken any City guidelines. Renters Warehoue's incompetent and dishonest staff made it impossible for us to get an occupancy permit at that time we moved in. (Marsha [redacted] gave wrong information regarding which municipality governs this residence. Marsha [redacted] gave a lot of attitude when the correct information was communicated to her. Marsha [redacted] lied and said the house passed inspection on 8/16/16.) The tickets were issued because Corey [redacted] told D Sutton to give us the key since we had driven over 300 miles only to find out we'd been lied to about the inspetion. Debbie [redacted] assured [redacted] that Renters Warehouse would pay the fees for the tickets.  After realizing that I'd been lied to and the house was filled with mold, I asked for a refund of my money. Had this been granted I would've been able to afford to make other accomodations for my family so that the city guidelines were not violated. I have asthma, and cannot be around mold. [redacted] has a threatened immune system and cannot be around mold. Also, this is a situation that should've been handled prior to us moving. However, my request for a refund of my money was denied bt Corey [redacted]. your greedy company refused this request. The CITY INSPECTOR did not initially open the cabinets to see the mold. The CITY INSPECTOR went against the guidlines on the housing code checklist when he was notified of the mold, and wrongfully passed the house for inspection.  Also, I have submitted maintenance requests for 2 items in the house (a broken doorknob and a broken drawer that I discovered once we moved in) that have not been addressed. Renters Warehouse is a terrible company to work with as a tenant. Renters Warehouse has not done any favor to me, I PAID all money asked for.

Initial Business Response /* (1000, 5, 2015/11/09) */
Hello [redacted],
Thank you for the feedback. I can understand your frustration with the credit card chargeback. Unfortunately your description of the communication timeline is not accurate.
To clarify, Visa did not contact Renters...

Warehouse until September 19th regarding their decision to chargeback the rent payment. You were immediately notified of this by our team. There was never any attempt to "fight" Visa for the charge.
We cannot change how Visa chooses to address consumer purchase discrepancies. Please follow up with Visa if you would like their policies to change.
I will have an email sent to you with the copy of the chargeback and contact information for Visa if you would like to follow up.
Please feel free to reach out with questions.
Kind Regards.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your employee whom I talked to on the phone, the charge-back had occurred a couple months prior and that RW had been in dispute with Visa. I don't know why your employee would fabricate such a story if it really wasn't the case. It seems odd that he would lie about something like that when he could have easily just said the payment had been charged back in Sept -- end of story. What would his motive be to make something up? It makes no sense.

I am rejecting this response because:
1.  The tenant never took care of any lawn/ snow removal.2.  The signed lease (6A,) and the tenant agreement from Renters Warehouse states the tenant would be responsible for all vendors listed for the up keep of our property.  The listed vendors are: launcher service, gas company, water softener and treatment. security suystem, garbage service, snow plowing, and electrical.3. The tenant paid for all vendors every month until the first lawn care invoice was submitted in May.  The sales agent from Renters Warehouse told tenant that monthly launcher was $100.00.4. The tenant refused to pay.5.  This is Renters warehouse mistake.  Therefore I am seeking reimbursement for the outstanding lawn care invoices which total$1,451.86

Complaint: [redacted]
I am rejecting this response because:In reference to the response from Decked Out & Fenced in, we received on 06/30/2016. We find it quite fascinating that after nearly a year has passed with no communication whatsoever, there is a response from DOFI. As with many of our communications with [redacted], there are some accurate statements, however the details and timeline is not at all accurate.We were in agreement that the rain caused the initial delays.  This is not something that we expect DOFI to be able to control.  We were originally happy with the project at first glance and without careful inspection.  However, during several conversations with [redacted] we noted issues with areas that were not nailed up properly, split pickets, missing post caps, and major concerns with the gate(s).  At first the little things were addressed (but never fixed/completed), but the drive-thru gate was always put off with some comment about "it will be taken care of". Initially, we were given no reason not to trust that it would not be "taken care of".The statement "After the fence was completed" is where the lies begin. To date, the fence is still not finished.  There has never been a walk-through or a signed completion. From the first moment that the gate was set-up we noted concerns about the sagging.  The first step was to install the  wheels, but it was obvious that this was not going to be adequate.  The second effort was to add braces to the posts but these were not installed properly and have zero effect on stabilizing the fence.  [redacted] then used his previous willingness to listen to concerns to convince us to pay the final balance on the promise that he would return the following week with "a permanent solution for the drive through gate". Again, he gave us no reason not to trust his word and took complete advantage of our kindness. In hindsight, we believe [redacted] never actually had a solution to the gate and was reluctant/embarrassed to say so, and rather chose to just ignore the problem.A complete email history that we had with DOFI may be provided if needed.  As a summary, the timeline is as follows:07/14/2015 - Met at our home to discuss resolution for gate/fence repair. Was to come out following week to complete.07/31/2015 - After no call/no show, email sent.08/10/2015 - email to follow up on email from 7/3108/11/2015 - VM received from [redacted] stating he'd be out to do work on 08/12.08/25/2015 - After no call/no show, email sent.09/01/2015 - email to follow up on the email sent 8/2509/11/2015 - Complaint filed with Revdex.com10/12/2015 - Received letter from Revdex.com that DOFI was not responding to complaint; Complaint posted on Revdex.com site.12/08/2015 - After checking in with Todd (the builder of our home and the person who referred DOFI) and confirming that [redacted] was still in business, sent one additional follow up email04/12/2016 - Met with attorney to discusss options and their opinion if we would prevail in court04/26/2016 - Sent final email with demand for refund.  CC attorney with lawsuit to follow if no response was receivedMany of the problems with the workmanship did not become evident until months after DOFI stopped responding.  Again, it is interesting that DOFI has not responded to ANY of our communications and has disappeared until it has been nearly a year since he tricked us into paying the final payment, and now he wants to claim that we were satisfied.  At no point have we ever indicated that we agreed the project was complete.  It was not until we had another company come out to quote how much it will cost to fix the problems, that we were made aware of the other issues noted in our complaint (not using corner brackets, nails pushed all the way though pickets).  As we knew would happen, because of the poor workmanship and incomplete fence gate, the gate has sagged further, broken the wheels, and has now broken the hinges completely, causing damage to the latch (photos can be provided)It is only now, almost 11 months since [redacted] had stopped responding to us; and 9 months after he refused to respond even to the Revdex.com, that we have heard anything.  It is also interesting that when he did respond, it was just before a long holiday weekend where he had likely hoped there would be no timely response, and the initial complaint would be removed prior to us filing suit.  We have provided multiple proofs that the timeline matches our version and sequence of events.  DOFI has provided no valid explanation, has not completed the service we contracted them for, and has been unavailable to complete the work or perform warranty repairs over the past year.At this point we do not want [redacted] or any of his representatives on our property.  We have requested a refund of $2,500, the amount it will cost us to repair the fence and gate. We have no other choice but to turn to the courts for relief as we offered [redacted] multiple chances to resolve the issues prior to legal action.  The Revdex.com complaint should be confirmed and this company should not be allowed to have a valid unresolved complaint removed from their record.

[redacted], Thank you for reaching out. I apologize for the issues that occurred while listing your property and completing the move in process. Renters Warehouse is prepared to refund you for the cost of the lock work, please send a copy of the receipts or invoice from the locksmith that...

performed the work to the following email address.[redacted]@renterswarehouse.com Once the invoice is received a refund check will be issued within 24 hours. Please include in the email the address you would like the refund mailed to. Thank you,

Thank you for reaching out to us. We have looked into the matter. The signed lease that is in effect states that the sewer charge is indeed the responsibility of the tenant. At this point there is not a reason to credit the fee for those months as this is the responsibility of the tenant.

[redacted], Thank you for reaching out, as we have previously discussed the tenant submitted a payment that was returned after the security deposit had been refunded. We operated in conjunction with the terms of the Lease Termination Document that was signed on the 13th of September. The third term...

on the lease termination document stated that the Security Deposit shall be returned to the Resident in full at move out so they can apply it to a new property. Resident remains responsible for the condition in which they return the property and would pay possible damages out of pocket. There was no mention of removing any money from the security deposit on the 13th of September hence the reason nothing was withheld from the Security Deposit. We are continuing to reach out to the past tenant in the attempt to get the $400.00 in rent from the month of September collected. At this point the tenant has not committed to remitting payment for the money due, our attempts will continue until the issue is resolved. Renters Warehouse will not be covering the cost of the tenants returned payment nor will we be issuing any further credits to your account as this was an issue caused by the Tenants payment for the September rent being returned as Insufficient Funds. Please feel free to reach out directly should you have any additional questions.Thank you,Aaron [redacted] Director of Customer Service Renters Warehouse

[redacted], If you could provide some further information about your property I would be happy to look into this for you. I am not able to find any information about yourself in our management records. If you could provide an address for you property I can look into the situation for you. Thank...

you,

[redacted], I am sorry that the repair to the A/C unit took longer than originally expected. From what I understand the A/C and Furnace were both replaced on the 26th of July, I hope everything at this point is working well. Please let us know if that is not the case. It also appears as though you...

are working with a member of our Customer Service Department to get a rent credit for the time you were not in the property when the A/C was not working. Again I apologize the repair to the A/C took longer than expected, the owner of the property wanted to try to repair the unit before having to replace it. I will work with the yourself and Jackie from our Customer Service Department to try and get resolution to the rent credit situation as quickly as possible.  Thank you, Aaron [redacted] Renters Warehouse Customer Service Department

I am sorry that this client feels that we did not research properly. I have added the original complaint which did not indicate anything but references to "move outs". The current tenants are still in the property so a move out would not be needed as of yet. The previous tenants have been addressed from my previous response. With this new information I believe it able to be inferred since the client is not being specific that this is regarding sprinklers. This has been addressed with the Arizona office and a response was given. The only evidence is from the original request sent by the tenants indicating that the winterization was not completed correctly. There were no other reports that the company that we used to perform the service had any other issues. They performed many winterizations for RW. At this point there is no evidence to support the refund that the clients have requested for the repairs as well as the management fees. We have offered to waive the final month of management for the clients in an effort to resolve the situation which was turned down. We will still offer the final month of management at this time.Original complaint:We had tenants move out of our single family home. After reviewing the move out inspection done by Renters Warehouse and doing a walk through of the property ourselves, we sent renters warehouse a list of security deposit deductions (mainly minor repairs, painting, and cleaning) along with receipts and photos. We also included photos and a report of a cracked window that Renters Warehouse missed during their inspection. I had been in contact over the phone and email with about 4 different people about getting these things subtracted from the deposit and getting the rest of the deposit returned to our tenants. Almost every time, our email and phone inquires as to the status of the security deposit were ignored. We have detailed records of unanswered emails and phone calls. No one would take ownership of this task and just get it done! Subtracting damages and returning a deposit to tenants should be routine. We pay Renters Warehouse for this service and they simply did not do it. We had a particularly poor experience communicating with Joe [redacted] who at the time was the customer service manager, and is now the lead maintenance coordinator. After months, the security deposit was finally returned to our tenants and none of our repair deductions had been subtracted and returned to us. We lost hundreds of dollars because of this. We also believe that our property management fees should be returned because Joe [redacted] and Renters Warehouse simply did not do their jobs.

I am rejecting this response because:Renters warehouse has not contacted me at all with any phone calls. The only contact I've had with Renters Warehouse was a lease violation because I changed the door loc. Renters Warehouse also sunt me a text message informing me to change the locks back in 24 hours or ill have to pay for re-keying. Yes, they have entered into my apartment several times for pest control in which it's not  helping.  Other than that I don't understand why these people doesn't want to give me my rent and deposit back and the problem will be solved. I can move out and they can have their apartment back I'm so depressed right now over all this mess.  Revdex.com can you please help me please?

[redacted],Thank you for your feedback. Unfortunately Renters Warehouse does not determine the amount to be withheld from a tenants deposit at time of move out. All charges to be withheld from the security deposit are determined by the owner the respective property. When the disposition was being...

processed you informed our dispositions department to withhold a total of $320.00 from the tenant's deposit for misc. cleaning and the damaged bedroom door the $320.00 was sent to yourself on the 27th of June 2016. The vendor requested to repair / replace the damaged interior bedroom door, attempted to repair the damaged door with wood filler and wood stain as they could not guarantee being able to properly match the stain color of the new door. The vendor that perfomed this work has not billed you and will not bill you for any work pertaining to the damaged bedroom door. I have reviewed the move out video and do not see any staining in the carpet, do you have any photos of the damaged areas of the carpet that you are referring to? The move out inspection inspection does not mention the condition of the carpet at the home. The only time mention of carpet is made is if there is clear and visible damage to an area of the carpet, the move out inspection makes no mention of stains or damage. It is the responsibility of the tenant to return the property to the condition they received it in at the time of move out or they can face potential deductions from their Security Deposit. Carpet is something that typically falls into the category of normal wear. The only time it would not fall under the category of normal wear and tear is if there is staining or visible damage done to the carpet. The bathroom fixture was pointed out in the move out video at 16:17 into the video, if that was damaged there was the possibility to have the charge for repairs removed from the tenants security deposit.   Renters Warehouse does not determine the amount to be withheld from a Security Deposit, the owner of the property is the only individual that can determine the amount to be withheld. We can provide information for items that can be considered "normal wear and tear" and offer guidance and information on State Statutes to help make the correct informed decisions but in no circumstance does Renters Warehouse determine the amount to be withheld from a Security Deposit.  Thank you, Aaron [redacted]Director of Customer Service Renters Warehouse Minnetonka

I am rejecting this response because:
You still have not addressed the issue of not having the house re-listed by the date of vacancy. I am not going...

to pay rent until the house is listed. Why else did I pay the 1650 fee if you're not going to hold up your end of the bargain. I checked the website today and the house IS STILL NOT LISTED. I want my lease ended and the house re-lsited, as I was told would happen when I paid the notice to vacate fee.  Here is the receipt that you cashed the 1650 to relist the property almost a month ago now and it's not listed: Hello [redacted],Thank you for your payment of $1,650.00 on 03/05/2018. Your confirmation number is [redacted]To make future payments,go to your online portal.Thank you for choosing Renters Warehouse Minnesota.Renters Warehouse Minnesota###-###-####www.RentersWarehouse.com  I would even be more forgiving if I hadn't had such major issues in the house when I was there. Do you know I went 3 weeks without heat in December in Minnesota and the only reason I survived was because my work gave me heaters for the house. Renters Warehouse did not provide any relief space heaters. This is ridiculous.

I am rejecting this response because:no communication was made to me until I asked fir mNagenebt. The fuse was not replaced properly per the licensed electrician sent to do the repair several days at risk for fire. Plus no follow up on Erik done . Plus person sent initially had my power out for 3'3 hrs plus. My repair request was not taken serioskyv. 3rd electrical problem in 1 year lease.  Still not even a phone call or apology.  I've requested print out for water.  Please take this matter seriously.  You have wasted water by ignoring my initial request several months ago.