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,
*** ***

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello ***,
I am sorry that you have had such a unique experience
I will have our Inspections co-coordinator reach out to you to gather more information on how this was possible
Thank you for your patience and your business
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this response because I waited for two days and no one called meI finally called someone in accounting who actually answered his phone and then transferred me to the inspections departmentThis person claims that someone was there to do the inspection but could not get in because the keys had been transferred to the Wisconsin officeIf that was the case, I asked him, why did no one contact me and tell me that they could not get in or that the inspection hadn't been done for that reason or that they would re-scheduleHe didn't have an answer for any of those questionsMy renter still claims she was there all day and that the doors were openI stressed that by law the renters are entitled to their safety deposit or an explanation within daysHe assured me that it would get done and after two requests, sent e-mail confirmation that the re-scheduled inspection would be today (the 14th of September)at 3pmI had someone there to meet them and again...no one showed upIf they were there at a different time, I have yet to see proof of that and I would wonder why no one advised me of a change in scheduleI still don't have my keys returned nor do I have any video to show proof that they were actually there
Final Consumer Response /* (3000, 11, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also have e-mailsOn September 14th at 7:32pm, after not hearing anything about the inspection scheduled for that day, including not even being certain that it took place, I sent an e-mail to your lead inspector advising him that I had someone waiting there at the scheduled time and that no one was thereI asked him to send me the inspection results as well as the video link if they were there at a time other than what he had told meI did not receive a response until September 15th when he advised me that they were there earlyI'm not sure why no one reached out to tell me thatIt seems if you make an appointment for a scheduled time you should show up at that scheduled time or advise your customer of the new timeSo your condescending reply that my "recollection of events on the 14th of September are inaccurate" is inaccurateGiven your previous poor customer service, I would think that at this point you would be bending over backwards to resolve my issues and keep me informedAgain, it was I who had to reach outAfter receiving his e-mail, I reached out to dispositions by calling them
In addition, your response does nothing to address my initial complaint or the fact that no one bothered to tell me that the original inspection scheduled on August 31st had not been completed nor had anyone followed up with me to rescheduleYour lead inspector could not explain thatSo it is only because I have been proactive and made numerous follphone calls and sent e-mails that any of this has been taken care ofIn the meantime, I had someone else do an inspection as I could not count on a response from your companySome work has already been done and the rest is in processI will have my new management company forward that information to your disposition team
Your poor customer service is disappointing, your condescending response is more disappointing but your complete and total lack of interest in trying to right a wrong for a customer is probably the most disappointing
Final Business Response /* (4000, 9, 2015/09/16) */
Hello ***,
Unfortunately your recollection of events on the 14th of September are inaccurate
I have email conversations from you acknowledging that your inspection has been complete and you have possession of the inspection videos
As our Lead Inspector told you, your disposition needs to be complete before the 21st of the monthAs you know the dispositions team has your file and inspection records and will have this process complete in plenty of time
We appreciate your business
Please contact me if you have any questions
Kind Regards

Complaint: ***
I am rejecting this response because:Mr*** has failed once again to respond to the specifics of my 11-1-complaint in either of his responses of 6-30-or 7-16-By not responding, Mr*** is clearly admitting to the quality shortfall issues related to the pergola structural and the limestone mortar failures on the flowerbeds and tree wrappings (he was furnished with photograph in September 2015) as well as admitting a failure to use patio extension base materials in accordance with our contractI am prepared to continue to do whatever may be necessary to have these issues rectified
Regards,
*** ***

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.Thank you,***

I am rejecting this response because:
It was not reaolced

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 WILL LOOK FOR IT IN MYBANK ACCOUNT

***,Thank you for reaching out.As we have previously discussed, per the lease agreement dated December 11, the tenant would receive a monthly credit in the amount of $in exchange for performing the following maintenance tasks, Lawn Care / Snow removal. The tenant failed to
perform the lawn care for the months of April 2016, May and June Due to the tenant failing to perform the required lawn care for the months of April, May and June of they were billed an additional $per month a total of $The charges for the failure to perform lawn care were added to the tenants account on the 14th of June and paid by the tenant on the 23rd of JuneThe funds from the $payment were sent to you on the 24th of June 2016.At this point no further action can be taken as the lease specified the amount of the credit the tenant would receive for performing the lawn care and snow removalThe tenant was assessed the listed penalty for failing to perform the work and paid the amount that was owed per the lease agreement.Hopefully this offers some clarification on the situation, should you wish to discuss further please feel free to reach out directly.Thank you,Aaron *** Director of Customer ServiceRenters Warehouse(P)###-###-####(E)***@renterswarehouse.com

Hello Mr***, After several attempts to contact you, I left you a message with my synopsis of the situation I am sorry you had to deal with the plumbing issue, as we discussed earlier The owner did however have a plumbing company out the very next day after the issue
was discovered I know it took several days to fix but they kept finding further damage to the underground piping and finally got it all done The roof has been repaired per the owner and you are correct that no one will know if it is completely fixed until it rains again *** *** does in fact own that property, that is a matter of public record I reviewed the photos of the cabinets, and the owner has as well She has declined to offer compensation Again I am sorry you had to deal with this and hopefully we can move forward and you will enjoy your apartment

The $is the main issue at handThe tenant has never made a required formal request to dispute the dispositionSending a complaint to the Revdex.com is not a requestWe have noted that she wants to dispute, but she needs to make contact with Renters Warehouse

I am rejecting this response because:The property owner did allow me to get out of the lease, due to an emergency, and you were able to rent it on time. This does not automatically mean you keep my deposit. Especially, when your business treated another case very similar to this one (June, 2016) differently, and returned the deposit. This is not ethical business practice. Best practices would be to treat consumers in the same, consistent manner. I would understand a small fee, but not over $1,for my day delay on the unit. Thank you, *** ***

Per the response of the former client: Due to the above said attorney has now stated they are interested in joining our Revdex.com complaint and that we may be asked to join suit against Renter's Warehouse if resolution is not made in a timely matter. This is certainly working with the tenant's attorneySo at this point Renters Warehouse will no longer comment regarding this matter

Initial Business Response /* (1000, 6, 2015/10/28) */
Hello ***,
Thank you for your feedbackWe appreciate your business over the last several years and would like to help you address the damage that was left behind by your tenant
We have indeed had a hard time reaching each other and I
appreciate your patienceThere has been a latency involved in the process naturally as I have taken time to interview all of the parties involved as well as reconcile the account ledger
After some investigation several facts have been made very clear
- The tenants had deliberately placed bookshelves in front of the damaged wall and successfully hidden the poor patch jobThis was not missed, it was hiddenTenants belongings are not moved during an inspectionThis Inspections Agent followed proper protocolThis was a deliberate attempt by the tenant to hide damage and it was executed successfully
- You were able to charge the tenants accordingly for the damage and it is reflected in their dispositionTo our knowledge you have accurately charged ALL damage to the tenant in the proper time frameThere were not charges "left unaddressed" or "missed" by Renters Warehouse in this process
- The exterior of the home sustained overgrown weeds and lawn negligenceThere was no physical property damage reportedThere was severe lawn care neglect reported to you as soon as it was made known to usThe tenants failed to comply after numerous requestsWe properly advised you that you had the right to charge the tenants and keep the depositThere was however no act of Renters Warehouse that would have caused or allowed this "damage" to your yard
The bottom line is that you had an irresponsible tenant that failed to execute the responsibilities set forth in the Lease that they signedIt has cost you time and frustrationWe understand that and would love to help fix the experience
Please take a second to reach out to me when you get timeI will call you again this afternoon in an attempt to connect
Kind Regards
Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The latency in the process does not explain why I left multiple voicemails and emails for several Renters Warehouse employees, including the CEO and Founder, and only heard back from someone nearly a month after my initial complaintA phone call to update me of the process would have been greatFrom my perspective, Renters Warehouse was avoiding contact
The tenant did not attempt to patch the hole in the dining room wall, and the bookshelf you mentioned was approximately 1x2ft tall, made of plywood, and sitting against the wall in an otherwise completely empty room (the tenants had already vacated the property)
I was able to charge the tenant for the damage to the window sills you did not mention here ($270); however, as noted by a rep at Renters Warehouse, there is a great likelihood that we will never receive payment for those damages as they exceed the tenant's security deposit, which is being used in its entirety to cover lawn damages
Renters Warehouse NEVER reported severe lawn neglect to usRather, a friend drove by our home, saw the yard in complete disrepair, sent me photos, and I then reported it to Renters Warehouse myself
Yes, we had an irresponsible tenant, but after the move-out inspection that did indeed fail to identify significant damage to our home as acknowledged by you on the phone yesterday (window sills), we feel Renters Warehouse was also irresponsible in their management of our propertyAs I said earlier, if we relied on Renters Warehouse inspection report and did not have a third party notify us of the damage, we would not have been able to bill the tenants, and would have been stuck with a $bill ourselves
I appreciate the phone call from you yesterday, and thank you for the reimbursement of months of management fees for the failed move-out inspectionHad Renters Warehouse been more responsive to my repeated emails and voicemails, this issue would never have had to be reported to the Revdex.com

At no time was the tenant locked out of the homeThe tenants daughter came home during the lock change and was given a set of keys and always had access to the propertyThey were locked out by the sheriff for nonpayment of rents due, the following dayThe Sheriff at no time has given Renters
Warehouse any information corroborating what the tenant has just claimed

I am rejecting this response because:The original response was that they were to provide a large dehumidifier so the entire basement would benefitOne tiny little dehumidifier for one little room does not helpNo one has contacted us as to providing the new larger dehumidifier for the entire basementSo AGAIN, we still are unable to use the stinky damp musty basement. Next file with Revdex.com will be about the lack of concern, importance, and urgency for the regress window that has no cover and the concrete is broken, loose, and detached from allHUGE LIABILITY ISSUE that I have properly filed thru there "maintenance portal site"So many children in this neighborhood and they have done nothing to provide safety!

***, Thank you for reaching out, I will be happy to help resolve the situation surrounding the Pet Fee that was charged when the tenants moved into the property. The tenants paid a $nonrefundable pet fee when they moved into the property in November of last yearFunds
from the $nonrefundable pet fee were used to cover the fees owed to Renters Warehouse, the only funds that cannot be used to pay fees are that of a Security DepositIn this case there was not a Pet Deposit charged rather a $pet fee which is nonrefundable therefore the money could be used to cover any fees owed to Renters Warehouse.In total the tenant paid $when they moved into the property, out of the $you were sent $The fees owed to Renters Warehouse totaled $528.19, $Lease Admin Fee, $Account Set Up Fee, $Lease Signing Fee, and $prorated November Management FeeAll of the money that has been paid by the tenant is accounted for. At this point all money paid is accounted for and no money is due to Renters Warehouse, you have in turn been paid the correct amount per the agreement. Hopefully this helps clears up any confusion, please feel free to reach out to me directly should you need further clarification. Thank you, Aaron *** Director of Customer Service Renters Warehouse ***@renterswarehouse.com###-###-####

Thank you for reaching out to usRenters Warehouse did not fail in any aspect of the processThe initial video was made and the move in paperwork filled outThe property was accepted by youThe difference between the move in video and the move out video are clearThe property owner has the
final determination regarding charges against the deposit and any refundsThe damages will stand, as there were repairs that needed to be completed

Revdex.com:
This letter is to inform you that Renters Warehouse has carried out to my satisfaction the resolution it proposed for my complaint, (Security deposit has been received) filed on 4/13/and assigned ID ***.
Regards,

Renters Warehouse has performed all functions required of the contractWe performed as we should have with an AC issue during the hot Arizona summerThe timeline is as follows:6/9:PM - Tenants submitted the request for AC6/- Tech was on site6/- Quote was submitted for review6/-
Proposal emailed to owner6/- Tenants leave town for their honeymoon6/- SMS spoke to owner regarding the proposal and owner informed us he was going to try an alternative solution7/- Owner informed us his tech stated the AC is functional and will take no action8/- Tenants turned over keys The client never had any intention of replacing the AC unitThe unit was not running at full potential and the proposal that was declined by client indicated thatThere was a phone conversation that Renters Warehouse explained to the client that having an AC unit running at 75% is not appropriate and that it is perfectly reasonable for the tenant to want that issue resolvedThe client refused to fix the issueWe are completing the files to ensure ties are severed with this client

***,Thank you for the feedback. As you stated in your previous message, you agreed to rent your property to the individuals that applied for the propertyThe information that was provided to you when the individuals applied for the property was indeed accurate and up to date. Renters
Warehouse is not responsible for ensuring an individual maintains their employment during the course of a lease.On the 18th of August you approved the tenants...."I met the new potential tenantson Saturdayalong with the dog. I liked both of them and they said all the right thingsHowever one of the guys had not seen the inside of the house before so not sure if he’s ok with the property…….I told them I would rent to them if they wanted it" On the 19th of August after further financial clarity you approved the the tenants again ...RW Agent: "I can send off a lease to you tonight and have them sign it tomorrow if you would like."Owner: "Yes that's great news thank you"The Agent under your direction, sent the lease out for signature and collected from the tenants the funds required for them to move into the property.We understand that you have had a fallout with your current tenantsit is unfortunate that they are not fulfilling their responsibilities from the lease. The State provides for several conflict resolution mechanisms including allowing for unpaid rent or damages / repairs to the property to be withheld from the Security Deposit at the time of move outAs you know most costs associated with the Eviction are also the burden of the tenant to bear once the court has found them to be in violation of the lease.Renters Warehouse will continue to contact the current occupants of the property to collect any unpaid rent that is owed until told otherwiseShould you need assistance with beginning the Eviction process please feel free to reach out to our Rent Collection Department and a team member will be able to assist you.Thank you,

Thank you for the clarificationThe address that you gave on the initial response is incorrectYou gave the address of a property that was previously managed by renters warehouse.Customer Information:** * *** ** *** *** Edmond, OK 73013Daytime Phone: ###-###-####Evening Phone: ###-###-####E-mail: ***@gmail.comAs you can see the improper information was given to Renters WarehouseNow that we have all of the correct information we can proceed appropriatelyThat letter that you have received is accurateYou owe that money for the pro-rated rentYour lease termination, that you provided as evidence does not expire until October 20, The rent is now past due and needs to be paidPlease pay the rent and fulfill the agreement that you signed and provided in your previous responseAdditionally, the return of the security deposit will be taken care of within the limits of Oklahoma lawThis is also indicated in the evidence that you providedThank you