Renters Warehouse

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before
sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe owner of the business contacted me personally and we were able to come to a reconciliation which benefited both of usThis was handled in a professional manner once the Revdex.com was involved.
Regards,
*** ***

Renters Warehouse has done everything within process regarding this maintenance requestThe client decided to perform the work with a vendor of the clients choiceThe damage was done prior to the vendor going to the propertyIf there is damage that the tenant caused then they would be held
responsibleThe vendor was out there the same day according to the former clientThe work should have been completed that day and Renters Warehouse will not pay for the damagesThe tenant claims that the leak was inside the wallI have added the pictures that were sent to usThank you

***,Thank you for reaching out. At the time of you moving into the property Renters Warehouse was using a different technology to complete inspectionsAs our business has grown we have adapted new technologies to better service our clientsOne of our advancements over the time of your
occupancy was that of our Inspections processes and the technologies that we use. I apologize that you feel as though the owner of the property has incorrectly assessed charges to your deposit at the time of move outHowever the items they have listed that needed to be repaired are charges assessed by the property owner not Renters Warehouse. There were charges applied to your deposit for Interior Painting, Carpet Replacement / Repair, Drywall Repairs and the cost to replace a Closet Door in the propertyThe charges for the items listed above were in excess of the Security Deposit that was paid at the time of move in. The owner has already stated that you do not need to pay the additional balance owed and is not pursuing the balance in any wayIf the owner were to have removed the $pet deposit as well as the charges for the deep cleaning and landscape restoration the amount owed would still exceed that of the deposit that was paid at the time of move in. Per the email sent to you on the 9th of March from our Dispositions Department the owner stated "It is not necessary for the previous tenants to pay the balanceIt would be amazing if they did"So again the owners nor Renters Warehouse are looking to pursue the collection of any additional monies owed from the time of move out. Thank you,Aaron *** Director of Customer ServiceRenters Warehouse--

Thank you for letting us know that you did not receive the reportWe have sent the report to the email that you have on file with Renters WarehouseThank you

***, Thank you for reaching out, we have addressed the issue internally and corrected the mistake that caused you to have received the incorrect Tax DocumentsThis was in fact a mistake made with the email address on file for yourselfAfter an audit of our system it was found that this was
a singular incidentI again apologize for the mistake and can assure you that the proper steps have been taken to insure that the issue does not happen again. Please feel free to contact myself directly if you would like to further discuss the situation. Thank you,Aaron *** Director of Customer Service Renters Warehouse ***@renterswarehouse.com###-###-####

Below are the timelines for all of the work that Tenant noted:Leaking refrigerator: -Renters Warehouse received the request from the Tenant on 5/16/ Work was completed on 5/31/2017Sliding Door Locks: -Renters Warehouse received the request from the Tenant on 5/16/
-5/17/17: Left message with Tenant to schedule (waited on Tenant to confirm if roommate would be available) -5/18/17: Appointment scheduled and confirmed by tenant for 5/20/-5/20/17: Technician did not make the appointment, rescheduled for 5/21/ -5/22/17: Technician ordered new locks -5/26/17: Job was completed per Technician -5/31/17: Tenant informed Renters Warehouse that the repair was not completed -6/1/17: Work was completed.Missing shower knobs on bathrooms:-Renters Warehouse received the request from the Tenant on 5/16/17.-Work completed on 6/2/17.Pipe Leaking:-Renters Warehouse received the request from the Tenant on 5/16/17.-Work completed on 5/18/17.Wet Carpet:-Renters Warehouse received the request from the Tenant on 5/17/17.-Work completed on 6/2/17.Drywall Repair:-Renters Warehouse received the request from the Tenant on 5/31/17.-6/5/17: Vendor provided available appointment days for 6/8/or 6/9/from 8am-12pm or 12pm-5pm-6/5/17: Left voicemail for Tenant to coordinate scheduling No response at this point

There are emails confirming that the tenant was advised that rent is due until the property is rentedThe tenant has decided to break the leaseThese are reasonable expectations to secure that the property owner is not offset due to the tenant not fulfilling the lease

We do not have her deposit The owner does The owner is responsible for the decision on what to return to her and not renters warehouse The owner's contact information has been provided to the tenant If she continues to contact us we cannot help as he has the remainder of the deposit and all of the decision making power to decide what to do Initially there was no refund and after discussion we were able to get the tenants back a partial refund from the owner $was refunded as of May 9th The owner sent us a check and we mailed it to her forwarding address I am not sure what else we can do

***,Sorry for the confusion with the situationThe check you provided for the deposit of the property is available for pick up at our Minnetonka OfficeThe address to our office in Minnetonka is *** *** *** *** *** Minnetonka, MN 55345, we are open Monday through Friday between the hours of
8:A.Mand 5:P.MIf you are not able to stop into the office to pick up the check please let me know where you would like the check mailed and we can send it to you through the USPS.Thank you,

I apologize that the tenant had to deal with the circumstance of not having A/C for a few days, this is obviously an emergent issue The request was submitted to Renters Warehouse on 6/17/ Approval was given by owner in the same day to diagnose the problem We dispatched the
work order to our technician as well on 6/17/ The technician was out same day to diagnose the issue from 1:40pm to 2:45pm We received approval for the work to be completed on 6/19/ According to our records, parts needed to be ordered and were available on 6/20/in which the work was completed on 6/20/ A rent credit for the tenant was applied to the tenants account on 6/20/in the amount of $

Renters Warehouse will remove the late feesThe November late fee was taken off due to the payment on the 7th of NovemberThe January late fee was also removedWe decided to remove this as the 7th was a SundayUS Bank has reached out to Renters Warehouse to confirm our addressDuring our
conversation the representative indicated that the request to send the check was received on the 5th of the monthIt is the responsibility of the tenant to have the rent arrive on time in order to avoid feesIf the tenant decides to track the check and pay the fee associated with that, it needs to be clear that this is not to be taken off of the rent as this is the decision of the tenant to purchase the tracking

Hello, we have reached out to this individual personally and resolved the issueThey will be contacting the Revdex.com as well to remove the complaintThank you

The dispute has been received from the tenantWe are currently working with the property owner regarding the disputeThe property owner has the final determination of monies returned to tenants, not Renters WarehouseWe will have this addressed as quickly as possibleThank you

The resident did follow all proper steps and protocol to report the water issueA technician was dispatched to assess the situationHe found and addressed an exterior issue and then went into the basement to assess any water damage, mildew, mold, etcHe stated in his follow up report that he
found no presence of mold, mildew or water damageHe did note that the dehumidifier was not set to the proper setting so he adjusted it before leaving. The second time a tech was sent out to assess the property condition they still did not find any presence of mold or mildewIn the follow up report he again stated that no additional work was needed as there was no water damageThis time he did state that a high quality dehumidifier was recommended because the water table in the area is high and that is what is causing the dampnessThe dehumidifier at the property was not on or plugged in like it should have beenDue to these recommendations from a professional, the only action that will be taken is to ensure a competent dehumidifier is in the property and operating

***, I apologize for the issue, I have reviewed the situation and realize that your tenant abandoned the property in early March Due to the tenant abandoning the property and the move out inspection being completed on the 9th of March 2016, Renters Warehouse will be returning to you
the management fees from the months of March and April as you have requested. Please contact me directly at ***@renterswarehouse to confirm your mailing address so we can issue a refund and mail a check to you. Thank you,

Hello ***,
Thank you for the follow up
I am sorry to hear that your tenant did not work outAlthough rare, It is always frustrating when life throws a curveball and plans change for a family
Fortunately you have several layers of insulation here for these specific situations
- After going through a divorce and medical issues this family could no longer pay rent and abandoned your propertyYou were immediately notified that we would warranty the placement and help you find a new tenant free of chargeThis offer was declined
- For the damage to the home you were covered by MN Statutes that allowed you to collect all separate depositsA full month's rent, a refundable pet deposit and a non-refundable pet deposit
If you believe that this tenant still owes you a civil debt after payment was received for all deposits, please feel free to pursue them with the resources that MN has made available to you
We appreciate your business and wish you wellFeel free to reach out with questions
Kind Regards

Initial Business Response /* (1000, 5, 2016/02/19) */
Hello ***,
Thank you for the feedback
I am sorry to hear that you are frustratedIt is pretty easy to see where the confusion lies here
Your property is not going to be "Move In Ready" until March 1stAs your request came in
during December it should not have been marketed as until it was within days of being "Move In Ready"
As you have witnessed with the minimal showings, Tenants show very little interest in a property when it is marketed but not "Move in Ready"
You have requested to exit your Lease earlyThe Tenant Exchange Fee is paid to the Owner to cover the cost of acquiring you as a tenantThis fee is not paid to Renters Warehouse and cannot be refunded by Renters Warehouse
Hopefully this helps clarify for you
Feel free to reach out with questions
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was more than confusionMy request came on November 5thThe fee was paid on December 15thWhat was said was incredibly misleading and about the processHad I known what was just told to me, I may have opted out of paying the fee at allThere was monetary damage to me because of thisI could have just put that money toward either the rent or my mortgage had I known that there was going to be no action taken until months after I initially made RW aware of the early move outBelow are some of the emails in early November between Ian and IHe says things such as, "if we could have OR MORE months to market the property we stand a good chance at having new tenants found."
Or, "once we have that paid we will begin the process of finding a replacement tenant immediately"
You can read for yourself the nature in which I was not confused, I was misled which has been financially damaging and I am looking for some resolution to thatIf it is not a "refund" it should be RW responsibility to compensate me in the same amount I paid for this mis-speaking of your employee
On Nov 5, 2015, at 4:PM, Ian *** wrote:
Hi *** and ***,
I have heard back from the homeowner about your request to see your lease ended early and this is where things have ended upIn order to leave your lease early we would need you to enroll in our tenant exchange program which breaks down as follows
The terms of the program state that the tenant must pay a program fee which is equal to what the owner originally paid us to place you into the propertyIn this case with a month lease the owner paid months rent which was $1,You would be required to pay that fee up front before we start the programOnce we have that paid we will begin the process of finding a replacement tenant immediatelyOnce a new tenant is found and a lease is signed you will no longer be responsible for the rent on the property Usually it takes around a month to find a new tenant, HOWEVER in the event that a new tenant is not found right away you are liable for the rent until the property is filled even if you have vacated the property prior to the new tenant being foundIf you fulfill the terms of this agreement your security deposit will be handled as a move out and may be returned to you in part or in full
On Sat, Nov 7, at 6:AM, *** *** wrote:
Ian,
My employer will not financially assist with our moveIf we would pay the $by mid to late December, would it be realistic to expect the home to be rented for March 1st? I know you said it typically takes one month to rent the home, and that would still leave roughly months, but is it realistic at that time of year to plan for it to rent by our move out date? We also own a home that we are moving back to and I cannot risk double payment in any given month
From: Ian *** mailto:***@renterswarehouse.com
Sent: Monday, November 09, 3:PM
To: *** ***
Subject: *** Mound, MN
Hi ***,
We can never guarantee how long it will take to rent out a home, no matter the time of year, inherently due to the nature of how it worksHowever, if we could have or more months to market the property, we would stand a good chance at having new tenants foundSo if you could see the fee paid by the end of December, thus allowing us to take the next steps to getting it listed by the end of December/early January, then I think you would stand a good chance at having tenants found for the start of March by the start of March
Let me know if this is what you would like to do or if you have any further questions
Kind Regards
Final Business Response /* (4000, 9, 2016/02/22) */
Hello ***,
Thank you for the prompt response
I have read Ian's commuincation with you and it appears to be very much in line with the process
You were told numerous times that
1) "We can never guarantee how long it will take to rent out a home, no matter the time of year"
2) "if you could see the fee paid by the end of December, thus allowing us to take the next steps to getting it listed by the end of December/early January, then I think you would stand a good chance at having tenants found for the start of March by the start of March"
3)"in the event that a new tenant is not found right away you are liable for the rent until the property is filled even if you have vacated the property"
Unfortunately a new tenant has not been secured however you were also aware of this possibility
I understand that this has not been an ideal situation for you, however Ian has been very upfront and transparent with you during the entire process
I hope this helps to clarify for you
Feel free to reach out with questions
Kind Regards

I am rejecting this response because:
I am requesting a rent reduction for the entire time of rent due to Renters Warehouse renting a property that is unsafeThis is supporting by the multitude of code violations found by the city inspectorThe electrical work that is still not complete is another code violationThe City Inspector was here again last week and this property failed another inspection based on the incomplete electrical code violationsThis property has failed at least City Inspections and has been receiving citations from the cityI will get my Attorney involved if needed

Hello ***, Thank you for your follow up. This is very simplePlease take the time to read the documentation that you have been provided access to. Your tenants pay stub was dated from the US Government within days of the applicationThere would not have been more current data available on any other applicant that is paid bi-weekly as weeks had not come to pass between the application and the statement date.We will continue to contact your tenant daily via telephone and email until they have become current on the partial balance that is duePlease feel free to reach out with questions. Kind Regards

***, we are sorry for the delayWe have still not heard back from the property owner regarding the creditWe usually hear back from our clients quicklyWe have authorized the credit and it will be placed on your accountThank you