Renters Warehouse

***, Thank you for reaching out, unfortunately as I have explained before the Tenants are the reason for the damage to the propertyThe Security Deposit was used to assist with some of the damages caused by the tenants at the propertyOn a number of occasions throughout the lease
agreement we made recommendations to move to evict the tenants as they were constantly late with their rent payments which caused some of the hardship for yourself, you had declined to proceed with the eviction of the tenantsWhen you declined to attempt to evict the tenants we continued to attempt to collect the rent payments and enforce the lease agreementEverything you have outlined in your previous email outlines the damage caused by the tenants at the property, I will again make the recommendation to pursue the balance owed from the previous occupants of your property as they are responsible for the damages caused and financially responsible for the money owed Renters Warehouse communicated with you anytime there was an issue at the property whether it was for a maintenance request or related to the payment of rentThe situation as a whole is a result of the tenants actions or lack thereof, Renters Warehouse provided you with recommendations and options to remove the tenants from the property but you had decided to take a different approach to the situation. Renters Warehouse will not be offering any compensation for the damages caused by the past tenants at the propertyI would advise again that if you are seeking payment that you pursue the past occupants for the damages caused during their occupancy.Thank you

Initial Business Response /* (1000, 8, 2016/02/01) */
Hello ***,
Thank you for the feedback!
I apologize that you have had a frustrating experience with your Landlord over the last yearWe understand that these types of relationships can be challenging and we are glad to hear that Scott
had attempted to help you navigate this process
In regards to your complaints about the maintenance items during your tenure, please correct us if this is inaccurate however our records show the following:
- All move in items reported to the Landlord were addressed by the end of February
- No other complaints or maintenance items were reported until the Week of April 10th in which time a light and dryer door were repaired and a lawn clean up was performed for Spring
- In July your AC system failed and was replaced immediately as it was under warrantyIn September this unit was serviced and prepared for winter with a cleaning and tune up
- At the end of November you reported a concern with the stairsFrom that moment until last week this Owner has been working directly with the City to get permits and complete the needed repairs
As of January 28th, your repairs have been complete and the stairs are functional
Feel free to reach out with questions
Kind Regards

I am rejecting this response because: We would like to receive a absolute clarification from the business before we accept their response and we do not see that option . We just want to make sure that we do not owe the home owner or the business any money and that it is free and clear and that after accepting this response that we will not get an email or something in the mail saying we owe money to either party. Thank you for your time in this matter. *** and *** ***

Hello, I am sorry you are having a frustrating experience We pride ourselves on our high level of response and returning phone calls as quickly as possible I absolutely do not want our staff to ever hang up on a client If you would please provide me the date and time of the
call I would like to pull the recording This will enable me to verify exactly what happened and take care of that immediately if necessary Regarding the inspection and the move out, we sent you the move out disposition that was approved by the owner within the days required by Texas property code You likely just had not received it by the time you wrote this We always make sure we send it in the time allotted Again I hope this explains to you why you had not received the notice as of the time you would have liked and we will continue to try to do better in communicating

Unfortunately when tenants move in to properties there are unforseen issues that arise We are only the management company and not the owner so we work on their timeline We are working to get the repairs made as soon as possible You should expect to hear from someone from our
office today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because: I am not working with tenants attorneyI included her in my communications just as she stated to RW as representative for myself; homeowner. I request response to the following to close out complaint. What has been refunded to tenant and when? Where are my house keys and garage door opener? I would like to arrange for pickup. Provide copy of said served notice from tenants attorney on July 7thI have never seen this and was never notified of it until noted date in provided letter. Provide copies if any communications between RW and tenant or tenants attorney for records. Provide written notification that this matter has been agreed to as closed by tenants and Renters Warehouse. Thank you *** ***

Thank you for reaching out to usApplication fees are a part of the rental processThe Renters Warehouse agent gave you the information that you needed in order to make an objective decision on whether or not to apply for the property, as you have indicated in statementThere were other
applications entered for the initial property and the owner did end up choosing those prospectsIn regards to the property that would be ready to go in a week, we did speak with the agent regarding this and has indicated that there could be other properties that may come up for rent but one was never guaranteed for youRenters Warehouse has many properties that are available for rent and your application may be utilized for those propertiesThere has been no evidence to support the return of the application fees

I am rejecting this response because:
I am rejecting the response from the business because they are citing a completely different transaction, from a completely different time and from a completely different property The issue that was not completed properly is from this year, April and not However, this illustrates what it has been like to work with renters warehouse They do not take the time to properly research customer service requests, and then respond and take action on issues wholly separate from the original Thereby, adding to the frustration and confusion, meanwhile providing no resolution.In our original Revdex.com complaint, we listed a few of the many dates that we attempted communication with renters warehouse, most of which were not returned It's clear that they have not taken the time to look over the original complaint before responding

Our agent has explained to the tenant that any request for a credit would need to go through the property ownerThe property owner determines that amount if anyThe tenant was instructed by email to contact the office for further assistanceThere has been no request until this complaintWe will
be happy to request a credit for the tenant from the property owner

Initial Business Response /* (1000, 5, 2015/06/08) */
Hello ***,
I am sorry that you were not selected by this homeowner for the property that you wantedI can understand that it would be frustrating
I assure you that the Owner has the right to choose the applicant that they
believe is the best fit
This decision has nothing to do with Renters Warehouse
As for your application fees being refunded, if your information in not accurate on our original refund then the background check company will not refund the fees
Please contact me directly to validate your information and we can help facilitate this process
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue has not been addressedThe response that was given made no sense at all I'm asking for a refund based on the representative stating we had a credit with your company, not based on the inaccuracies of the background checkPlease review this correctly before respondingThis person asked for me to contact them, how, where, who are they my emails have gone unanswered to this company for the past weeks
Final Consumer Response /* (3000, 11, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not confused, frustrated of courseI am going to attempt to explain this once againI applied for a property and was deniedThat's not being disputed(yes information was later updated to reflect an accurate report)The agent I worked with named *** sent an email after the I was denied and stated " You can however use your applications for any property at www.renterswarehouse.com and if its with another agent just let them know you have already applied and it can be transferred over, thank you"
Your company was aware that more than one application was taken out on the property and then allowed the owner to pick the one they wantedThis is all understood*** stated that because someone else was picked we can use the application fee as a credit for another propertyWell I do not wish to use it as a credit on another property I am requesting a refundThis issue has absolutely nothing to do with the background check companyThis is an issue with renters warehouseI applied for a property at *** Brooklyn park and I was denied, another applicant was chosenYou collected application fees and other applicantsYou should have not allowed for several individuals to apply for the same propertyObviously everyone was not going to get pickedSomeone had to be denied
I hope I have explained this situation for you to have a better understanding of what and why I am requesting a refund
You are stating to contact you but do you realize that no contact information is being providedYou wrote: Please take a moment and provide the requested information so that we may assist you in receiving a refund from that company
WHAT INFORMATION? You have requested nothing?
You also wrote: The information that you were asked for was in reference to the property that you applied for.(you haven't asked for anything) The background check company needs to know what property that you applied for(why? this has nothing to do with them)If that data is wrong the refund will not take place.(if its wrong? meaning what?)
This statement from you is confusing and hard to make sense out ofYour first response was:As for your application fees being refunded, if your information in not accurate on our original refund then the background check company will not refund the fees(In not accurate?)
Please explain this statement
Please contact me directly to validate your information and we can help facilitate this process
Kind Regards
Name contact info??????
Perhaps you should review your responses to know that your contact information is not being displayed and neither are your questions if you are writing any
Final Business Response /* (4000, 13, 2015/06/12) */
Hello ***,
I do not wish to confuse you or frustrate you anymoreI will cover a couple basics
The owner has the right to review multiple applicationsPeriod
I am sorry that based upon something in your credit history or background check you were not chosen as the ideal candidate
The owner has the right to make those decisions
The company that processes your refund wants more information from you
Please call me directly so that I can help you get a refund from the background check company
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Even though the customer service has been horrible and the house was given to us in an unstable condition, at this time most of the defects have been resolvedWe are still waiting on other repairs, such as the leaky fridge but are getting better communicationI would probably not recommend Renter's Warehouse to friends and family for rental companyWe will see how the remaining of our lease goesThank you Revdex.com for helping me with this issue

I am rejecting this response because: Renters Warehouse response is not accurate and does not address the concerns in the first part of the complaint submitted through the Revdex.comThe mutual vacate agreement that I agreed to with Renters Warehouse was contingent upon $past due rent being collectedThe agreement was attached to an email string which included the following email from me to Renters Warehouse confirming the plan:"Hello Ian, James, and David, We agreed that the tenant would pay $prorated rent for SeptSo either you would have collected this rent from her, or deducted it from her security deposit that James gave her upon move outI do not care how RW got the rent, the expectation for this deal was that RW would collect $rent from the tenant for SeptDavid, please confirm you received the rent and let me know when it will be disbursed to meThank you -*** ***"Renters Warehouse leasing agent James further agreed that the tenant would not be allowed to rent a different property from Renters Warehouse until the $outstanding rent was paid, per Renters Warehouse policyNote that the leasing agent only collected a half month rent on August 15, 2016, instead of a full month rent which is Renters Warehouse policyHad this mistake not been made up front the entire outstanding rent situation could have been avoidedI confirmed this Renters Warehouse policy with other Renters Warehouse leasing agents who have placed tenants at my properties.Renters Warehouse response also does not address the second part of the complaint submitted through the Revdex.com which I am repeating below.Dec5, 2016Renters Warehouse confirmed that they never collected the $rent due, but Renters Warehouse approved and placed the same tenant in a different property, collected a security deposit for that property, and has been collecting rents due each month for that property, and has disbursed the rents collected to the other property owner despite $rent overdue to me/owner for *** *** *** *The $rent due to me/owner of *** *** *** * has not been paid by Renters Warehouse to dateRenters Warehouse is obligated to collect and disperse rents due to owners, and instead returned the full security deposit to the tenant instead of deducting the $rent due to me/owner, and placed tenant in a different property and continued to collect rents but credited those rents to the other property ownerMany people at Renters Warehouse were involved in this situation, which included James *** (leasing agent) and Steven *** (Client Services Manager).I tried to work directly with Renters Warehouse to resolve this situation and suggested a mutual compromise of $of the cost of the outstanding rent of $to be assumed by Renters Warehouse, and $to be assumed by meI was informed by Steven *** that Renters Warehouse leadership was not interested in resolving this matter thus why I submitted the complaint to Revdex.comI have been a very long term customer of Renters Warehouse, and prior to had a very positive experienceDuring there have been numerous Renters Warehouse mistakes that have resulted in a lot of lost income to Affinity Homes, LLC besides the situation cited in this complaintI would think Renters Warehouse would take action to foster positive relationships with its long term loyal customers and am hopeful that they will fully investigate and resolve this matter so further escalation of this is not necessary. Thank you-*** ***

The Ac issue has been resolved and a credit that the property owner agreed to has been givenWe consider this closed

I am rejecting this response because: the dog allowed on the premises was not authorized, and it bit through all of the drip system tubingThis contributed to the destruction of the backyardIn addition, we were never informed that we needed to request an inspection because we never received a copy of the contract, although we requested one several timesWe paid to have extra inspections of our home, and video, during the yearThe brochure that we were given says nothing about having to schedule an inspectionRenter's Warehouse did not follow up with our calls or concernsUnacceptable

I am rejecting this response because: this credit does not include the cost that was incurred to me and my familyWhat is not included in this credit is nights of hotel stay at $per nightThat equals $in hotel stays plus $of unlivable time in the home of which I had paid rent forThis means that a credit should be no less than $803.33. in addition, I have requested to speak directly with my homeowner and that request has been rejected by Renter's Warehouse every single time. This incident still has not been fully resolved and has not been met with understanding, compassion or care for the family members that were effected

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will continue to make rental payments through my online banking, it is the responsibility of UsBank to deliver the payment on or before the date allowed and selected by meIt is Renters Warehouse’s responsibility to process payments timely and be aware of when payments come inFurther instances will continue to be documented through Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBut I would like to add, that I did file a request for refund but was deniedAfter renters warehouse received my complain through Revdex.com, is when they granted me the refund

Hello, this individual is a tenant in a property that we are managing for our client, the landlordHe signed a year lease which does not expire until August of Something had changed with his life and/or work situation and vacated the property with no mutual release from the owner nor
Renters Warehouse as the property managerThe WI landlord/tenant statues and laws have been explained to him numerous times and because he does not agree with them, he assumes we are doing something wrongOnce he is released of the lease or it expires, we have days to return any depositAt this point, he is still under a lease contract.

***, I am sorry that you feel that way, however the lease agreement states that the tenant would receive a $monthly credit for performing the lawn care and snow removal. The tenant failed to perform the lawn care in the months of April, May and June of 2016, which resulted in a $fine being issued for each month the tenant failed to perform the work as stated in the lease agreementThe tenant paid the $in fines on the 23rd of June 2016. The tenant did not refuse to pay the $in lawn care fines, the tenant did however refuse to pay $for months of lawn care at the propertyThe price of the lawn care service was never clearly disclosed to either the leasing agent or the tenant when the lease was signedWhen the lease was signed all parties agreed to the $credit for the tenant performing the lawn care and snow removal, the lease also clearly states the penalty for failing to perform the service on a monthly basis. The tenant has been billed the correct amount per the lease agreement and paid the amount that they were responsible for.Renters Warehouse will not be able to assist with paying the $for the lawn care company as the issue was addressed per the terms of your lease agreement. Thank you,