Renters Warehouse

Initial Business Response /* (1000, 5, 2015/07/20) */
Hello [redacted],
Thank you for reaching out with your feedback. I can understand that you have had a recent tenant experience that has left you covering damages that were unplanned.
The coverage that you paid for very clearly states that you...

are covered for:
"Accidental tenant damage caused by water, fire, smoke, explosion, falling objects, riots, civil commotion or sewer/drain/pump backup."
Unfortunately the damages that you experienced in your home were not due to a "Tenant Accident" of any kind. None of the items reported would have fallen into any of the coverage categories
These incidents were due to tenant wear and tear, intentional destruction, and misuse of the property.
You have been a great client for many years, and we would love to help you find a resolution for your current situation.
We cannot, however make an insurance company cover a claim that does not fit the policy.
Please reach out when you get a moment to see if there is a way that we can help you move forward.
Thank you for your business and your feedback.
Kind Regards.

Thank you for providing the information requested. We will work to have this addressed.

In reference to the [redacted]’s complaint, they signed a contract with Decked Out & Fenced In Construction, LLC.  I am the owner of DOFI Construction LLC. I am the lead construction consultant on multiple work sites and use various crews to help with completion of multiple projects. ...

Mr. & Mrs. [redacted]’s accepted the terms of the contract, they gave me a deposit for the job and agreed to pay the remaining balance once job was completed.  I told Heather [redacted] to hold the remaining balance of $675.90 till I could complete the gate portion for the driveway.  She said that was not a problem and stated that they were in no hurry.  Mrs. [redacted], at no point during the project, made any verbal complaints concerning the length of time taken to complete her fence to me or any of my crew members.  During this time the [redacted]’s even asked for an additional bid including changes to the dog run portion of the their new fence and the terms were accepted with no problems.   I never once told Mr. & Mrs. [redacted] this project would be completed in only three days as the fence size was to large for this to happen.  Additionally, this project took place in May 2015 when inclimate weather, specifically rain every day, halted my crews ability to complete the job. Due to circumstances beyond my control I communicated with the [redacted]s the need to wait for better weather to which they agreed and said they understood the current situation.  Due to the rain I along with my crews,  need to let the ground dry out, even the slightest amount, before we can proceed. Because they had no ground coverage on their new property, to continue the project with rain surrounding the area, would have created more problems for them by tearing up the ground.    After the fence was completed I returned to the worksite, one week later, to finish the gate. The [redacted]s were aware I would be returning to finish the gate and agree to the terms and conditions of my time frame.  After installation of the gate Mr. & Mrs. [redacted] paid me and complimented me and all the work. The couple expressed their satisfaction of the fence, as this can be corroborated the Revdex.com complaint, “although the job was being well done”  and discussed future plans to stain the fence.  I received a call from Mrs. [redacted] about the gate being difficult to close. I met with Mr. & Mrs. [redacted] to address their concerns with the gate and discussed solutions.  I placed more support for the drive thru post and placed wheels underneath the fence gate to help guide is along the concrete.  Again, the [redacted]s were extremely satisfied with the end result.  They opened and closed the gate to test my work and said job well done.  Later they called and emailed with additional concerns about the gate. The wheels to the gate rolled off the driveway and she couldn’t get them back on to the driveway.  The wheels are on a spring to help stabilize the gate, they need to put some kind of stopper for the gate to not open past the concrete, this was not in their contract. In good faith I did this to help them out with a gate which was working properly. I was not able to contact the [redacted]s immediately on this matter and was harassed via threats towards various social media outlets including, but not limited to, the Revdex.com.   I installed and completed this project, to their satisfaction, in a professional manner. Despite the inclimate weather the privacy fence, dog run, and additional changes were all completed to the [redacted]’s specifications and to agreed upon timeframe. I believe Mr. & Mrs. [redacted] are upset about an issue that did not fall within the constraints of the contract. Any damages or complaints stated in the Revdex.com complaint did not occur throughout the duration of the project as the owners were highly satisfied with my work.  I have attached photos of the fence for you to view.

Initial Business Response /* (1000, 6, 2015/10/15) */
Hello [redacted],
Thank your feedback.I understand that you have had a frustrating experience with a Leasing Agent that has driven you to request a refund.
We have spoken numerous times regarding this matter. Although I am not capable of...

providing you a refund, it is not accurate or honest to say that I have left you in the dark or failed to communicate the proper dispute process to you.
I understand that you are unsatisfied with the options provided to you by Mitch however you willingly signed and executed a Tenant Placement agreement. You agreed to the terms and conditions of this agreement, which include a commission due to the Leasing Agent once a tenant signed a completed lease. The agreement is very clear in relation to the fees, and responsibilities of all the parties involved.
I am sorry that you have felt like you were having communication issue with your leasing team and would love to make it up to you if you let us.
Again, thank you for your business. Please feel free to reach out if I can be of assistance.
Kind Regards.

Initial Consumer Rebuttal /* (3000, 8, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer of $120 does not make sense. The Customer Service Director, who responded, says there was not more than a few days in between calls for telephone tag. I would argue and offer my phone/email records, nonetheless, if the answer was to discuss with the agents manager, why did it take Mr [redacted] almost 30 days to bring the manager into the discussion?
Lastly, the manager offered me 1/2 refund over the phone and than changed his mind to $120. Seem odd? I think so.
I am dissatisfied and find their business practices to be terrible. I had heard of similar issues from neighbors in my building, but was hoping for a better outcome, I am sorry now.

It is our understanding that this has been resolved. A conversation with our maintenance representative Joe Brantner indicated that the issue was resolved and that there is no mold at the property. Renters Warehouse considers this issue resolved.

Initial Business Response /* (1000, 5, 2015/06/05) */
Hello [redacted],
I am sorry that you have not received a refund from the background check company. Sometimes they can take a longer then expected to process the refund.
We have no control over the latency in that process.
Many times the...

data that was submitted by the perspective tenants is inaccurate and can cause a latency in processing.
Obviously I cannot force another company to expedite their processes, however if all of the data is accurate we will help get this resolved for you in a time frame that is acceptable.
Please take time to reach out to me directly and I will help expedite this process.
Kind Regards.

Initial Business Response /* (1000, 5, 2016/03/11) */
Hello [redacted],
Thank you for your feedback.
In this scenario you have unfortunately confused several important relationships. I will outline them below in an attempt to help you understand your responsibilities here.
- You and the...

Landlord have signed a Lease Agreement that dictates the relationship of all parties, the funds that are due to all parties, and the expectations of payment logistics.
- You have failed to fulfil your obligations according to the Lease Agreement that you signed on January 29th, 2016. Your Landlord has fulfilled their responsibilities and covered your fees.
- You now owe your Landlord $148. Your relationship with Renter Warehouse is complete at this point.
I hope this helps clarify your confusion.
Feel free to reach out if I can be of assistance.
Kind Regards.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You still have not corrected this error. I have discussed this issue several times with renters warehouse, this has nothing to do with my landlord. The issue is you took the money from my landlord when the dispute I have is with you. You continue to say I signed an agreement as did you. I have a written document that outlines how the money that I did pay should be allocated until I was able to determine how the admin fees were broken out. Renters warehouse failed to contact me at any point so that we could resolve the issue. Renters warehuse felt that since I paid them money to give to my landlord that you would take the money from the landlord rather than try and resolve the issue with me. My landlord should not even be a part of this dispute and you continue to place him in it. You took the money and allocated the money in a manner in which was against the written documentation that you provided to me outlined on February 5, 2016. Had you contacted me as discussed this matter likely would have never gotten to this point. But no you felt since you had more than enough money you would stick it to my landlord and go against your agreement. I never once said I would not pay the fee, I simply indicated I did not agree with the fee once you told me after the lease was signed that you were not managing the property. Why was this information not explained in the beginning prior to even applying for the property. This is information that should be clearly communicated form the start as to understand how a fee can be charged for something that you did not even do. This issue is not resolved and you need to stop saying that it is. I had been willing to get a clear explanation and breakdown of all of the fees I paid and why. Even within the lease agreement the explanation if the fee is not clear and when I asked it was explained that this was the cost associated with managing the properties when in fact that was not even the case for the property I reside in. You were dishonest then and you are being dishonest now because I also have a signed document indicating the $5600 I turned over to renters warehouse would be for March and April rent and $2 for admin fee. You want to hold me to an agreement I signed and I am holding you to what you signed. Either you provide me clear itemization of the fees and I will pay you or I will continue pursuing this $148 and it will cost you a lot more than this minimal amount of money. Bottom line you have stolen money where I am simly asking for a breakdown and I am willing to pay you but this money should not be taken from my landlord and that is what you have done. My landlord did not pay this as you indicate you withheld the amount from him rather than handling the dispute with me.
Final Business Response /* (4000, 9, 2016/03/14) */
Hello [redacted],
Unfortunately, due to the fiduciary responsibility that we have to the Owner (per MN LAW) we cannot provide you with information regarding the Landlord's agreement with Renters Warehouse.
Rest assured that the Landlord is in tune with your partial payment and how is was allocated per the Agreement that we have with the Landlord.
To clarify:
- You are not party to the legal agreements that dictate payments, fees, and distribution of funds to the Owner. You do not have the right to demand the parties take any action related to this Agreement as you are not a party to the Agreement.
- Your insufficient payment has been distributed to the Landlord. The remaining balance will be your responsibility and is due to the Landlord.
Feel free to reach out with questions.
Kind Regards.
Final Consumer Response /* (3000, 11, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will choose other legal matters to pursue this dispute. It is clear Renters has indicated themselves that "I am not party to the legal agreement that dictates payments...." thus, how is it that I am the one paying the fee? Makes no sense to me at all. There is no way money should be required from me but I am in no way a party to the agreement to pay said fees. Seems to me that if I am not a party to the matter, then why was it my money that was taken? Clearly we have an issue here and I hope the Revdex.com is taking note and documenting this. But no worries I will now take my complaint to the Attorney General and the information documented in this complaint as well. No company should ever be able to hold another party responsible for fees to an agreement that company has with someone else. In order to have a legal contract ALL parties involved must be clear on terms and agree to those terms. If the party is not a part of the agreement then that party should not be involved in any way especially to satisfy any fees associated.

Initial Business Response /* (1000, 10, 2016/02/19) */
Hello [redacted],
Thank you for the feedback.
As you know, we do not dictate the terms of the lease agreements. Only the Owner and Tenant may decide what terms are acceptable before they sign a lease.
In this instance your lease does not...

reflect the presence of a pet. Your Landlord decided that this pet is not acceptable. We do not have control of this decision and cannot force the owner to adjust their position. If you do not co-operate than this Owner will evict you.
Renters Warehouse does not have the authority to evict you. This is solely a decision of the homeowner. We do not have any power in this process and cannot change the path that the Owner chooses to take.
We hope that you and your Landlord come to terms that are acceptable to you and we will continue to be a resource for you as you communicate with your landlord moving forward.
Kind Regards.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Renters does not explain their own definition of what they believe "no pets" is. I expressed my concerns at the beginning of the process and was repeatedly told that having caged animals were acceptable in a "no pets" lease. Why was renters lying to both myself and the homeowner? Why repeatedly express that caged animals do not apply when they do? I expect renters to step up and take ownership and explain themselves. If they would've told me that no pets meant no pets I wouldn't be threatened with an eviction by the homeowner.
Final Business Response /* (4000, 14, 2016/02/22) */
Hello [redacted],
Thank you for your prompt response. This is pretty straightforward.
Your Owner decides what they require for deposits, and what they deem as pets. They have the right to set these terms. They have determined that your Guinea Pig is unacceptable.
Renters Warehouse does not sign for either party on the lease and cannot alter the terms and conditions of the lease. There are only 2 parties to the Lease and only these 2 parties may dictate these terms.
We hope that you and your landlord find and amicable resolution to this conflict.
Please feel free to reach out if we can be of assistance.
Kind Regards.

Thank you for reaching out to us. We had a vendor go out to the property. The carpet was not wet in any way and nothing that looked like mold could be located by the vendor that went to the property. The tenant wants to have the carpet replaced. The carpet is very dirty and stained. This was caused...

by the tenant and that is why the carpet will not be replaced by our client. The tenant is responsible for the entirety of the replacement not just the $1500 that was said would be paid by tenant. There is no finding at this time indicating mold. All of the other items that the tenant did bring up was addressed in as quick a manner as possible. At this time there is nothing indicating a reduction in rent and there will not be at this point.

The work order has been completed. We do need to get owner approval for maintenance requests. This particular owner utilizes a vendor of his choosing. Once realized that the owner would use an RW vendor instead we were able to dispatch the vendor quickly for resolution.

The inadvertent bill that was placed on the clients account has been addressed. We are sorry for the inconvenience. Thank you.

The property owner has a home warranty. Once Renters Warehouse received each request the home warranty sent out one of their vendors. Each event was handled professionally and within a proper timeframe. Regarding the request for credit due to missing work, that is something that is not credited. We...

would be happy to ask the owner for compensation regarding the water bills in the amount of hundreds of dollars per the tenant. We will need to receive a copy of the water bills in question. At that point we will be able to contact the property owner.

The tenant has spoken with one of our client service agents moments ago. The issue has been resolved. Thank you.

[redacted], On behalf of Renters Warehouse I apologize for the mistake. A refund check for the amount of $750.00 is being mailed to you today, I spoke with Nick [redacted] from our Arizona office this morning about the situation and confirmed with both Nick and our Accounting Department that a refund...

check was getting issued.Again I apologize for the mistake and can assure you that a check is in the mail and on its way to you.Please contact me directly should you have any questions.Thank you,Aaron [redacted]Director of Customer Service Renters Warehouse Minnetonka (E) a[redacted]@renterswarehouse.com(P) ###-###-####

Your information has been given to the manager Joe [redacted] and he will be addressing the concerns you are currently having. As you are having continued issues your concern will be escalated. Thank you.

[redacted], The owner of the property has indicated that they are not pursuing the collection of any amount past that of the Security Deposit. Renters Warehouse will not be pursuing the collection of any amount owed on the account as the property owner has again indicated that they are not pursuing any amount past that of the Security Deposit.  Please contact me directly at [email protected] or by phone at ###-###-####, should you have any additional questions or need further clarification. Thank you,

Response to last inquiry from Revdex.com: No, I have not received the security deposit and neither have I been contacted by Renter's Warehouse. They will not call or respond to my attempts to communicate. It has not been explained why my deposit is being held.

Please provide an address to have the $900 check sent to.  Once I have that confirmed, we will have a check issued and sent to the tenants address.  Thank you,

I am rejecting this response because:
The move in video is not clear and because of that, the homeowner is stating false charges against us. Your move in agent did not comply with the standards of your company. The agents manager even stated that the video was not done well but still made no effort in correcting your businesses mistake.

[redacted], we are attempting to determine the duration of the inspections for you. We are also looking into the remote as well as the code for the gate. You did indicate that you are getting a lawyer. Please forward us the information for your lawyer so that we may communicate while getting this resolved. Thank you.