Renters Warehouse

[redacted], Thank you for reaching out, I apologize that you are upset with the decision made by the property owner to assess the charges for damages to the property to your deposit. Renters Warehouse does not determine charges that are listed at the time of processing the move out. The...

involvement of Renters Warehouse is limited to documenting the condition of the property at the time of move out, we take the information we have gathered during the move out inspection and provide it to the owner(s) of the property. The owner then reviews the documentation at time of move out and compares it to the move in documentation they have. Once the property owner has determined charges (if any) we list the information to the account and apply the charges (if any) to the deposit. In regard to the water bill that was listed, the lease agreement that was entered into on the 8th of April 2016 indicates that the tenants are responsible for the payment of ALL utilities and services for the entire premises for the entire term of the Lease. That is the reason the owner requested to have the water bill listed on your disposition report.Renters Warehouse does not determine withholding amounts from a Security Deposit all determinations are made by the owner(s) of the property. Please review the applicable state statutes in regard to formally disputing the withholding of funds from a Security Deposit so you can take the proper steps to dispute the withholdings. Thank you,Aaron [redacted]

I am rejecting this response because: I have always been willing and still willing to speak with a person of contact to complete all repair work. Please for once implement some accountability and stop with the unproductive rapport via email. It’s unfortunate now in March 2018; we are still discussing matters of unresolved repair issues from November 2017. Stop wasting my time with unproductive emails and just fix the repairs. The city of Huntsville have already given you a list of things that needs to be repaired and the deadline for which the work is to be completed. More so, I have emailed Codi, the property manager in your Birmingham office to please inform me of the work that the contractor will do and inform me of my expectations so that I can comply. I still have not heard a response back. I will not be without electricity , neither water use for the entire time work is to be repaired. Any accommodations will be at your expense and not mine.

Initial Business Response /* (1000, 6, 2015/11/18) */
Hello [redacted],
Thank you for your feedback!
We take great pride in the tens of thousands of satisfied tenants that we have worked with here in the Twin Cities and we are sorry that we cannot currently include you in that list. We will...

work towards winning your business at every given opportunity.
Hopefully I can clarify some of the responsibilities inherent in your Lease so that you can understand the process that took place around your conflict.
All terms in your lease were dictated by yourself and the homeowner. Any changes to those terms would have to be agreed to in writing before a change could be made in any scenario. Your agreement was executed in accordance with the MN Statutes that govern these transactions and the handling of your deposit. If you feel that your rights were violated in this process there are very specific resources available to you to formally address this claim. Please don't hesitate to use them.
We understand that the process of dealing with a Landlord over a deposit conflict can be very frustrating and time consuming. Please feel free to reach out if we can provide clarity or if you feel that there are some records that you need for reference.
We appreciate your business.
Kind Regards.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this response but chose to not waste anymore time dealing with this organization.
Change requests to the lease were requested and I was advised they would be made but I had to sign in order to move forward.
Your leasing agents are shady and your business does not care about anything other than your own bottom line.
My business with you is complete.
Final Business Response /* (4000, 10, 2015/11/23) */
Hello [redacted],
Thank you for your prompt response.
I can understand that you are not happy with the strict processes that govern Minnesota Real Estate transactions however all parties must operate within these same guidelines to keep things fair. It is a requirement, not an option.
We appreciate your business and look forward to winning it back someday.
Please reach out we can be of service.
Kind Regards.

Hello, we have reached out to this individual personally and resolved the issue. They will be contacting the Revdex.com as well to remove the complaint. Thank you

Better Business...

Bureau:
I was able to work with the utilities provider and get the delinquent amount removed from my bill allowing me to pay for my used utilities and not be responsible for the unpaid balance. Renter's Warehouse did call me to apologize and verbally attempt to remedy other outstanding issues.

According to North Carolina Law, there is no Statute regarding A/C repairs as inhabitable.  During the time of the request and up to when the repair was completed, the temperatures (mid 80's) are not considered by law to be justified as inhabitable.  At this point, there will be no further reimbursements in reference to North Carolina law.§ 42-42.  Landlord to provide fit premises. (a)        The landlord shall:(8)        Within a reasonable period of time based upon the severity of the condition, repair or remedy any imminently dangerous condition on the premises after acquiring actual knowledge or receiving notice of the condition. Notwithstanding the landlord's repair or remedy of any imminently dangerous condition, the landlord may recover from the tenant the actual and reasonable costs of repairs that are the fault of the tenant. For purposes of this subdivision, the term "imminently dangerous condition" means any of the following:a.         Unsafe wiring.b.         Unsafe flooring or steps.c.         Unsafe ceilings or roofs.d.         Unsafe chimneys or flues.e.         Lack of potable water.f.          Lack of operable locks on all doors leading to the outside.g.         Broken windows or lack of operable locks on all windows on the ground level.h.         Lack of operable heating facilities capable of heating living areas to 65 degrees Fahrenheit when it is 20 degrees Fahrenheit outside from November 1 through March 31.i.          Lack of an operable toilet.j.          Lack of an operable bathtub or shower.k.         Rat infestation as a result of defects in the structure that make the premises not impervious to rodents.l.          Excessive standing water, sewage, or flooding problems caused by plumbing leaks or inadequate drainage that contribute to mosquito infestation or mold.

I spoke with the tenants this morning (July 7, 2017) regarding their maintenance issues.  I have agreed for the tenants to pay $500 towards rent for the month of July, waive all late fees and cancel all eviction actions towards the tenants account.  The owner has been extremely unresponsive to us, and we are doing everything we can to get this resolved.  Supposedly, the owner is going to be at the property on July 10th to complete the work.  If this does not get resolved amicably, Renters Warehouse is considering severing our relationship with the owner (our client).

We have attempted on numerous occasions to work with the tenants regarding all of the late fees due to receiving rent late. I have the communication attached regarding the tenants becoming current with rent and then receiving a substantial reduction in the late fees that they have accumulated. I...

have also added the lease which indicates all of the monthly charges that the tenants are most assuredly are aware of. The pet agreement is also attached for reference. Renters Warehouse has always been willing to work with the tenants of the property.

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

Renters Warehouse is responding to the requests within the proper timeframe. We do understand that repairs being needed is a frustrating event and we always attempt to have them completed in a timely manner. We certainly appreciate your patience. In reference to the request to have their entire July...

rent credited, this is not going to be approved as we have worked to have this addressed within the time limits. Thank you.

I am rejecting this response because:
It continues to baffle me how Renter's Warehouse continues to give me the run around while refusing to accept any of the responsibility. The responses continue to be filled with inaccuracies and not the full picture of what really happened. Renter's Warehouse’s way of "recommending" eviction was to send out an automated letter via email that was used on a certain, set date to notify home owner's that the tenants had not yet paid rent as of I believe the 15th or 16th and that an eviction could take place. This is a letter that the company uses to email all home owners. There is nothing personal about it, and I would hardly call it reaching out as it was an email I would get regularly every month that a computer forwarded to me from an automated site. It is an automated system that I was very familiar with because it was very regular for my tenants to pay late, and as Renter's Warehouse stated in their response my tenants did always end up paying by the end of the month. Because I was three hours away and an eviction would take months it didn’t make a lot of sense, after communicating with Renter's Warehouse I would feel more discouraged about it because they would remind me of the length it would take and the costs. In April I was told that I could get my old job back in the area and wanted to move back, I asked Renter's Warehouse if I could ask them to move out of my house. Renter's Warehouse told me I could ask them but could not make them move out. I asked them, they refused.  The tenant’s did not completely stop paying rent until October of 2016. I let them break their lease December 1st because I could not afford the eviction, mortgage, my rent on my apartment, and the repairs. So this is not the issue. The issue is the miscommunication about the inspection and how a maintenance issue was handled. I obviously was out a lot of money when the tenants stopped paying in the Fall of 2016 and stuck in a lease of an apartment until August of 2017, but had my home been properly managed I wouldn't be in the financial ruin I am in now because the house was returned to me in unlivable conditions so I could not move back in or get new renters without spending thousands of dollars on repairs and cleaning.   Now to the mistruths in Renter's Warehouse's response. In FEBRUARY of 2016 I began asking for an inspection. I was living over three hours away. Renter's Warehouse told me that they only do inspections during the week. I could only come up on weekends due to my job, so I could not be present and I did not feel safe going alone as I am a single person. Renter's Warehouse did not accommodate my schedule which was fine, this is what I was paying THEM to do. Look after my property. I was never told that the key did not work until JULY of 2017. No one from Renter's Warehouse went to my property to check on it in FEBRUARY, MARCH, APRIL, MAY, JUNE, JULY. It was the end of JULY as I was packing my apartment in my current city to move back to the cities in August. I remember very clearly the day. And it was an easy solution, the reason the key did not work on the outside door is because the door knob was significantly damaged. A Police Officer told me that it was likely due to being picked many times, which could be why the window next to it was broken so that someone could get in when locked out. The easy solution was the garage code, which I knew. The key that was used for the outside door was the same key for the door inside the garage. Easy to access the home. It worked just fine in August and continues to work to this day. If Renter's Warehouse had been to my house February-July, they would have been able to tell me the key did not work and I would have offered the solution. I also left the garage code with the tenants and Renter's Warehouse when they moved in in September of 2015. The inspector had already left for the day when I returned his call and since I was moving back the next week, the inspection was rescheduled a couple weeks later and I attended the inspection with the inspector. I did not even have a key with me as I had lost it and no longer had any keys to access the home. So that is not why the inspection was not done. There is no record of any email mentioning the keys before July because this was not the issue with getting the inspection completed. In fact, what the emails do state are me asking for the status of the inspection. I was given several dates, and even told that an inspection had been complete on at least two occasions but that the inspection team would be reaching out to me. The communication was always initiated by me, and yes Renter's Warehouse would communicate with me but after I reached out to them two to three times and I was always given the run around and made to feel like I was trying to rush the process. I was told things were being done, things were scheduled, it takes time after the inspection to complete the report, and so on.   I have already mentioned the miscommunication with what happened with the water leak. I was not even told it was a toilet and spent $200 on a plumber who ripped a whole in my ceiling looking for a leak which if Renters Warehouse would have told me was the toilet I would not have a whole in my floor and ceiling. And that doesn't even measure anything to thousands of dollars of water damage. One of Renter's Warehouse's operator's was reading the notes out loud of the maintenance issue over the phone when I called about it a couple weeks later. Again the issue with why I blame Renter's Warehouse for that issue was already addressed and Renter's Warehouse did not mention this incident in their response so I guess take responsibility for not making sure the water valve on the toilet was shut off when they left for the evening at 5 o'clock with only contacting me via email instead of letting it run all night until noon the next day. I did call them immediately after opening the email at 7:00 am the following day but it still took the plumber until 12:30 to turn the valve off.  This incident happened in September 2016 and I paid $600 for light fixture, clean up, and to spray for mold so that it could be liveable for the tenant but the tenant then stopped paying rent. The ceiling will need to be replaced as well as the floor that buckled on the bottom level due to the access water damage. This alone will cost nearly 10,000 and that does not cover any of the damages throughout the rest of the house. Because I cannot afford the cleanup, repairs, mortgage, my rent I have accepted an offer of my house that is 20,000 less than what I initially bought the property for. I was told by my realtor that because it is currently a seller’s market, it would have been able to sell for above 15,000 my initial cost without the damages and filth. Although if I could afford the 10,000 or so to fix it up I may not take as big of a loss, I do not have the money and my home is in foreclosure. To avoid the foreclosure I have to pay aver $7000 to the title company in order to accept the offer. My intention was always to move back to my home so this not only has financially ruined me, but emotionally as well. With not so much as an apology with how my home was managed from Renter's Warehouse.  I hired them to manage my property, they did not do this. At the time I purchased my home in 2010, I was a twenty-five year old single girl working on my master’s degree and so proud of the beautiful first home I had been able to purchase and call my own. This experience has truly gutted me.

It is in our records that this repair has been completed. Regarding the tenants contention that the letter was for late rent I have added the actual letter indicating that this was for unpaid charges and not rent. It was not threatening and only indicated that the balance needed to be paid in order...

to avoid any further action. The payment was made and no further action is needed. Thank you.

The insurance product is through a reputable insurance provider. It’s designed to cover accidental tenant caused damage from one of the following: fire, smoke, explosion, water overflow and sewer back-up. This language in outlined in the Property Management Agreement that was signed with Renters...

Warehouse and nothing in it states it will cover everything homeowner's insurance doesn't. Additionally, it does not cover stolen property.  Since none of these perils were present, this insurance policy would not provide coverage for any of the damages. Renters Warehouse does run a very thorough check on all applicants through a third-party background screening company. A background check alone does not guarantee a tenant will be a good one. All background reports are provided to the owner for their approval as Renters Warehouse does not approve tenants. We provide our thoughts, but the decision is up to the owner. We do offer a tenant warranty to all clients where we will find a new tenant for free if a tenant we place defaults on the lease within the warranty period (which varies). The warranty does not have any cash value as stated in the Property Management Agreement. A security deposit was collected from the tenants in accordance with the lease. It was processed along with the first month’s rent and the remaining amount after fees were paid was sent to the property owner on March 11, 2016. Renters Warehouse does perform property inspections.  Per the Property Management Agreement, these are done upon the owner’s request. In this situation, no inspections were requested by the owner and thus none were completed. For this reason, the condition of the property was not known until after the tenants had vacated. Based on all of these factors and the language found in the Property Management Agreement, Renters Warehouse will be denying the request to replace the stolen property and repair the backyard of the home.  Thanks, Renters Warehouse

Thank you for reaching out. It was a pleasure to speak with you today. As we discussed on the call, I will be contacting the people involved and work on a conclusion for you.

There does need to be time to have the issue addressed. It is important for the tenant to respond to calls from the local office in order to have this issue regarding the pests concluded.

All of the work has been completed. Asking for a reduction in rent from June of 2016 is unreasonable. Additionally, there have been no electrical maintenance requests made. If you are having electrical issues then please submit a ticket so that it may be addressed. We can request a credit for you...

from the property owner.

Thank you for reaching out to us. As you have tenants currently I will conclude that the tenants that you are referring to are from 2014 and Joe was not working for the company at that time. All dispositions need to be approved by the property owners. I have the approval from the owners below....

Returning deposits is quite routine. Once we received your approval for the return of the deposit the final process of returning the deposit is set into motion. There are time limits for the return of the deposit. Once the disposition is set no further additions may be added. At this point there is no reason to return any fees as all was handled and approved by property owners. The process was completed. We received the owners approval for the final disposition and we sent the refund to the tenants. ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Dec 9, 2014 at 5:54 PMSubject: Re: [redacted] - Security Deposit DispositionTo: Zach [redacted] <[redacted]>Cc: Deo Ef <[redacted]>Hey Zach,Thanks for all of that.  I agree with the way that you split up the labor cost.  As for the dishwasher repair, please charge the tenants for that as well.  Everything else sounds great (charge for carpet repair, cleaning, junk hauling, appliance repair). We agree with your analysis.  We were a little surprised to read about them leaving junk on the side of the house, not cool.  Thanks for taking care of everything.[redacted] and [redacted] On Dec 9, 2014, at 3:19 PM, Zach [redacted] <[redacted]> wrote:[redacted] and [redacted],I have been working on the deposit disposition for [redacted] and this is what I found,Locks replaced - $71 - We needed to get the locks switched out here, the tenants before had not had them replaced either and they needed to be changed for the new tenants for safety reasons.Carpet Repair - $125.00 - This was for a hole in the living room carpet that needed to be repaired at move in. This should be charged to the tenant.Appliance Repair - $138.00 - This was to replace the soap dispenser in the dishwasher that was not latching. This was not something listed on the move out inspection. This would be up to you if you wanted to charge the tenant for this. Repairs - $430.00 - This repair was done to fix the blinds, closet doors, and to fill in nail holes in the basement. We were charged $130(part) for new blinds that should be charged to the tenant. The rest of the the bill was for labor which came out to be $300.00 total. I would recommend that we charge $150 of that to the tenant for putting up the blinds and filling in the nail holes in the basement, which there where a lot. For the other $150.00 in labor we do not recommend charging the tenant, the time was used to figure out the backwards locks on the closet doors. Our handyman let us know that this was the most time consuming part of the job. So, I would recommend taking a total of $280.00 out of this bill. Please let me know if you agree.Junk Hauling - $50.00 - The tenant left a mattress and 4 garbage bags on the side of the house that needed to be hauled away. This should be charged to the tenant.Cleaning - $297 - We needed to get cleaning done here. the sinks, bathrooms and appliances were not in the best condition and needed a good cleaning. This should be charged to the tenant.Please let me know at your earliest convenience what you would like to charge to the tenants security deposit. I have attached all invoices except for house cleaning and junk hauling, we are still waiting on those.

Thank you for reaching out to us. Your concern is being addressed and will be resolved soon. We can certainly understand your feelings regarding what has happened. Our maintenance team is working on this and the request has already been assigned to one of our vendors.

I appreciate Renters Warehouse's efforts to resolve this matter. It is a right for tenants to have a livable rental home and it is a duty of management to repair and respond to property damages in a timely manner. In our case, we faced complete indifference to repeated requests for repairs to the flooded floor. As you imagine, this caused undue distress and suffering for us. I have a son with severe autism--who regressed during that period as his living place was flooded and any adjustments we could possible make in this house were far from ideal.  We have a doctor's note that can further attest to his past and present status.In good faith, we continued to fulfill our obligations as tenants, including paying the monthly rent in advance. As the living conditions in the house remain horribly inhospitable we are forced to take time and effort in order to find a new place to live and move out as soon as we can. This is another time consuming, expensive, and stressful event that was forced upon us by the complete negligence and non - responsiveness of management. While I appreciate the current rent cut, it is not enough to compensate for all we had to endure so far and we should not anyway be paying full rent for a substantially damaged house. In good faith, and against advice for the oppositve, I would like to close this claim as I want to put all this behind. I ask to be compensated for the originally requested amount, which does NOT include loss of property due to the flooding. I absolutely feel this is the least I should be offered at this point. The originally requested amount is $3,914 and obviously, I expect to get back the full deposit I made on the house. We will be moving out in about a month and I would like to have any rent until them waived. In summary,  I request $3914, return of the full deposit, rent waver for the part of August before we move out and exit of this breached lease at this time.

Renters Warehouse has given the needed information to the tenant. The check in question was cashed. A request was sent to our bank for an investigation. The tenant has also been instructed to fill out paperwork, have it notarized and then send to the bank as well.