Renters Warehouse

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 weeks and this is against health regulationI will be going to the health department regarding this issue since no one with RW seems to understand the severity of the situationThank you

Thank you for reaching out to usWe have looked into the matterThe signed lease that is in effect states that the sewer charge is indeed the responsibility of the tenantAt this point there is not a reason to credit the fee for those months as this is the responsibility of the tenant

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Hello ***, 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 matterAlthough 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 agreementYou agreed to the terms and conditions of this agreement, which include a commission due to the Leasing Agent once a tenant signed a completed leaseThe 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 businessPlease feel free to reach out if I can be of assistance Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer of $does not make senseThe Customer Service Director, who responded, says there was not more than a few days in between calls for telephone tagI 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 days to bring the manager into the discussion? Lastly, the manager offered me 1/refund over the phone and than changed his mind to $Seem odd? I think so I am dissatisfied and find their business practices to be terribleI had heard of similar issues from neighbors in my building, but was hoping for a better outcome, I am sorry now

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

Initial Business Response / [redacted] (1000, 10, 2015/12/09) */ Hello ***, Thank you for your feedback I understand that you have had problems understanding how to use your water heaterUnfortunately when you make manual adjustments to the water heater it changes the way the water heater performsThe repair companies that were dispatched to your home found the unit to have been in perfect working order on all visitsAfter the first several visits the single charge of $is well within the rights of the homeowner to pass along to you Please feel free to reach out with questions Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am formally requesting Renter's Warehouse to supply the repair company's records detailing the dates they came to my residence as well as the repairs/maintenance that they did on each date If these records cannot or are not supplied, so that I can refute the response, I am asking that the single charge of $be removed from my account with Renters Warehouse Final Business Response / [redacted] (4000, 14, 2015/12/10) */ Hello ***, I have included excerpts from your maintenance log below: July 26th, 2015: FROM THE TENANT I am having H2O issues in my townhome - no hot water July 26th, 2015: TO THE OWNER The maintenance repairs that you have approved were completed on 07/26/ August 15th, 2015: FROM THE TENANT The furnace was maintained a few weeks ago, but the hot water temperature was set too hot (scalding)When I tried to reset the temperature (last Sunday), the water gradually cooled too much to the point of no hot water at all by FridayI again tried to reset the furnace last night with no successNow I cannot tell if the pilot light is onThe pilot light being out was the problem the last time the furnace was maintained August 20th, 2015: 8/Mr Rooter went to the property, ran a diagnostic for $150, nothing is wrong with the hot water heater August 21st, 2015: Tenant again called Mr Rooter to say it was broken on 8/and later called back to cancel the appointment that day August 27th, 2015: Tenant put in a maintenance request for the water heater on 8/15, after messing with the buttons on the water heater, Mr Rooter couldn't contact her and then the tenant left it alone for a while and was able to get hot water again, so the tenant cancelled the requestTenant called in the water heater again, sent Mr Rooter a video of what she was doing (running only the hot water until it ran out and got progressively colder and thought it was broken because it wouldn't get hot again) September 4th, 2015: MrRooter Plumbing's Master Plumber, John [redacted] , went out and fully inspected the water heater which included removing burner assembly and checking all elementsno issue was foundWater heater is in good working conditionTransferring back to RW to close this ticketWill send email to property owner letting him know our Master Plumber's comments September 8th, 2015: FROM THE TENANT: Your Master Plumber was out to my home this weekHe said to contact him if my water issue happened after he left I am writing to report that I did not have hot water Saturday eveningPlease have him come back to my home ASAP Hopefully this helps clarify the number of trips that were taken to the home *** Feel free to reach out with questions Kind Regards Final Consumer Response / [redacted] (3000, 16, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Each technician ( in total) who came to my home did in fact do maintenance on the water heater The first technician informed me that the pilot light was outHe cleaned around the pilot light and then relit it The second technician inspected the water heater and did some minor cleaning The third technician asked me if the other two technicians had removed a plate/element from the bottom of the water heater and cleaned itI told him noHe cleaned the plate/element from the bottom of the water heater and informed me that if the water heater "thinks" that there are issues, it will shut itself down I dispute the response given by both Renters Warehouse and Mr Rooter and request again to see the documentation submitted by all three technicians for all three visits made to my home Additionally, in the attached document, there is an email from the property owner informing me that he did not give Renters Warehouse permission to charge me $as well as an email from Renters Warehouse informing me that the property owner gave them permission to charge me $ I am requesting the documentation supporting the claims by Renters Warehouse that the property owner gave them permission to charge me I again am requesting that the $charge be removed from my account with Renters Warehouse

The property owner has approved for the temporary heaters to be placed until the unit is fixedThe unit is being processed as quickly as possibleSometimes it can take a bit longer to fix an item as there may be parts that need to be orderedAt the time of this response vendor is reaching out to the tenant to schedule a drop off for the heatersOnce the unit is fixed we will be happy to contact the owner to discuss possible rent credits

I am rejecting this response because:There were several pictures sent to show the black mold on the wall by in my daughter's room and there was not a quick response because I had to call for several days in a row to get what was taken care of doneI went without hot water for almost a week and I do have witnesses of that and that there is black mold in the homeI have a therapist that has been coming to my home a year and threatened to report all the code violations she seenSo for them to deny that this is not there is not trueThere are spider's in the home and to my understanding I am not responsible for the annual maintenance for the pest control which has never been done by Landlord as long as I have been living thereI have sent pictures of everything they asked for so they have seen with their own eyes what I am complaining aboutI did agree to get the carpets cleaned and they did eventually come to replace the stove and fridge but the leaky sink has yet to be fixed and it was reported to them months agoI want compensated for the maintenance of the spider's to keep my children's safe from bitesI have seen several spider's including poisonous ones I took pictures to show the maintenance guy who has called in scheduled to come this SaturdayI have already paid $ for Orkin to come for a whole year and it is $every other month until September of next year to keep of with the maintenance of the pest

The work order has been completedWe do need to get owner approval for maintenance requestsThis particular owner utilizes a vendor of his choosingOnce realized that the owner would use an RW vendor instead we were able to dispatch the vendor quickly for resolution

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ Hello ***, Thank you for reaching out with your feedbackI 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 kindNone 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

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 letting us know your concernsWe have made contact with our accounting department regarding your concernsThey will be refunding the funds as requestedThank you again

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.

***, The owner of the property has indicated that they are not pursuing the collection of any amount past that of the Security DepositRenters 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 clarificationThank you,

[redacted] , Thank you for reaching out, I apologize for the issues you have experienced while residing at the propertyWe are currently working with the owner of the property to arrange for the termination of the lease agreement for the propertyOur 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 directlyAaron [redacted] Director of Customer Service Renters Warehouse ###-###-#### [redacted] @renterswarehouse.com

[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 refundedWe operated in conjunction with the terms of the Lease Termination Document that was signed on the 13th of SeptemberThe 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 propertyResident remains responsible for the condition in which they return the property and would pay possible damages out of pocketThere 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 DepositWe are continuing to reach out to the past tenant in the attempt to get the $in rent from the month of September collectedAt this point the tenant has not committed to remitting payment for the money due, our attempts will continue until the issue is resolvedRenters 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 FundsPlease feel free to reach out directly should you have any additional questions.Thank you,Aaron [redacted] Director of Customer Service Renters Warehouse

Stand by original response Sent from my iPhone [redacted] Decked Out & Fenced In Construction, LLC www.dofic.com [redacted] @dofic.com [redacted]

Thank you for reaching out to usWe had a vendor go out to the propertyThe carpet was not wet in any way and nothing that looked like mold could be located by the vendor that went to the propertyThe tenant wants to have the carpet replacedThe carpet is very dirty and stainedThis was caused by the tenant and that is why the carpet will not be replaced by our clientThe tenant is responsible for the entirety of the replacement not just the $that was said would be paid by tenantThere is no finding at this time indicating moldAll of the other items that the tenant did bring up was addressed in as quick a manner as possibleAt this time there is nothing indicating a reduction in rent and there will not be at this point

I am rejecting this response because:Renters warehouse has not contacted me at all with any phone callsThe only contact I've had with Renters Warehouse was a lease violation because I changed the door locRenters Warehouse also sunt me a text message informing me to change the locks back in hours or ill have to pay for re-keyingYes, 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 solvedI 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?

Revdex.com: 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 issue has been resolvedThank you!

[redacted] , Thank you for reaching out, I am sorry that you are not pleased with the outcome of the processing of the security depositDuring the process of the disposition the owner of the property makes all determinations for the withholdings from the security depositRenters 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 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 propertyYou 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