Rentwell

November 24, 2015Hi, In my initial experience with [redacted] , he was very hesitant to approve any work at the property in questionOnly after discounting some of the work, and removing some parts entirely, did he agree to complete any workIn our second meeting, [redacted] did pay with a credit cardSince our company charges a convenience fee for credit card transactions, I offered him the possibility of paying by check or direct bank transferHe declined both optionsI only found out later he paid with a credit card since he planned on disputing any work completed.The original scope of the work is below: -Repair or replace bathroom ceiling and paint to match -Paint entire unit -Replace stove with a refurbished model -Stretch carpets -Shampoo carpets -Patch holes in drywall (or plaster) in living room -Install handrail on front steps -Install a GFI Outlet in kitchen All of this work has been completed [redacted] was not charged for a second visit by an electrician since the kitchen was not set up properly for a newer stoveWe also provided a brand new stove vs a used one which would normally be placed in a similar unitWe will be refunding him the cost (269.48) of the handrail.These items would have been an additional $charged to [redacted] Both myself, and [redacted] 's leasing agent both suggested the carpet be replaced since it would be easier to rent that wayThe carpet had blue paint and was in poor condition prior to any work being completed [redacted] declined to replace the carpetIn addition to the information above, [redacted] slowed the process down by beginning work himself on home on which he had contracted Your Local Leasing Company to completeBy doing So, we were delayed in startingIn regards to the price of the home, it did not rent at the price he wanted due to numerous reasonswill outline those below: - The kitchen walls should have been repaired (we suggested but he chose to not complete this) - [redacted] wanted to market the unit as a two bedroom and it is a one bedroom - The area simply does not bring the rates [redacted] expectsOur company manages a home on the same block which is bedrooms with an updated kitchenThis is roughly twice the size of [redacted] 's propertyThe rent for this home is currently $Last, but not least, [redacted] still has a positive balance of which does not include the credit for the handrail which will be processed in the next hoursIf I can be of any further assistance, please let me knowJason

November 24, 2015Hi,In my initial experience with *** ***, he was very hesitant to approve any work at the property in questionOnly after discounting some of the work, and removing some parts entirely, did he agree to complete any workIn our second meeting, *** *** did pay with a credit
cardSince our company charges a convenience fee for credit card transactions, I offered him the possibility of paying by check or direct bank transferHe declined both optionsI only found out later he paid with a credit card since he planned on disputing any work completed.The original scope of the work is below:-Repair or replace bathroom ceiling and paint to match-Paint entire unit-Replace stove with a refurbished model-Stretch carpets-Shampoo carpets-Patch holes in drywall (or plaster) in living room-Install handrail on front steps-Install a GFI Outlet in kitchenAll of this work has been completed*** *** was not charged for a second visit by an electrician since the kitchen was not set up properly for a newer stoveWe also provided a brand new stove vs a used one which would normally be placed in a similar unitWe will be refunding him the cost (269.48) of the handrail.These items would have been an additional $charged to *** ***Both myself, and *** ***'s leasing agent both suggested the carpet be replaced since it would be easier to rent that wayThe carpet had blue paint and was in poor condition prior to any work being completed*** *** declined to replace the carpet.In addition to the information above, *** *** slowed the process down by beginning work himself on home on which he had contracted Your Local Leasing Company to completeBy doing So, we were delayed in starting.In regards to the price of the home, it did not rent at the price he wanted due to numerous reasonswill outline those below:- The kitchen walls should have been repaired (we suggested but he chose to not complete this)- *** *** wanted to market the unit as a two bedroom and it is a one bedroom- The area simply does not bring the rates *** *** expects.Our company manages a home on the same block which is bedrooms with an updated kitchenThis is roughly twice the size of *** ***'s propertyThe rent for this home is currently $795.00Last, but not least, *** *** still has a positive balance of which does not include the credit for the handrail which will be processed in the next hours.If I can be of any further assistance, please let me know.Jason

To whom it may concern,In response to the complaint ID of ***, all work was completed by 3/22/Attached are the work orders that we received from the tenant and the associated invoicesWe are not aware of the tenant needing other accommodations as this was never shared with any Rentwell
associateIf you have any questions please feel free to contact me.Sincerely,Patricia T Property Service Coordinator

From: Revdex.com of Metro Washington DC Date: Thu, Dec 17, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Thu, Dec 17, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Please find copy of text messages from Jason T*** (Your Local Leasing Company)

From: Revdex.com of Metro Washington DC Date: Thu, Dec 17, at 1:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: *** *** Date: Thu, Dec 17, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Please find copy of text messages from Jason T*** (Your Local Leasing Company)

We made every attempt to respond quickly to her request, but this did not qualify as an 'emergency,"The tenant called our office and formally made an inquest for service on Wednesday November, 23"late in the day for an "emergency call'She spoke directly with our emergency hotline to create a work
order for her dryer not heating properlyThe emergency hotline set the expectation that due to the time of day and the upcoming holiday, all arrangements would most likely not be made until Monday, with the repair person arriving out there early the following week post-holidayUnfortunately, this call was the day prior to ThanksgivingWe prioritize our emergency calls and while service was needed for the dryer, this did not qualify as an emergency' but more of an inconvenience to our tenantSince our appliance vendors do not dispatch calls on the weekend, this was addressed on Monday, November 28thThe vendor then called and made arrangements with the tenant for Tuesday afternoon to make the repairIt was scheduled for late in the day due to his Schedule and other service requests, Contact was made with the tenant and her husband several times throughout the entire process; however, she did not like the answer so she continued to call and create additional unnecessary emergency service requests, The vendor went out to address the unit Tuesday (11/29) and had to return with parts Wednesday (11/30), The unit is back up and working without issue.If you should need anything additionally, please do not hesitate to contact us with any questions or concerns.Sincerely,RentWell

Regarding Mr***’s complaint to the Revdex.com, attached you will find the work orders that Mr*** has put in for 2017, the text messages exchanged between my employees and Mr*** for 2017, there are no email exchanges between us and the tenant for Mr***
reports that he spoke to me in July of 2017, at no time during this conversation did he mention black mold to meThe vendors that have been to his rental property have not noticed black mold while thereThe tenant has not put a work order in for black mold or a text message for black moldThe first that we have heard of a mold issue was in the letter sent by you.The owner of *** *** *** has spent over $in repairs this year and is not going to put any more money into the house at this time unless it is an emergency.Please contact me with any questions you have.Thanks,Susan

December 29, 2016Dear *** ***:The purpose of this letter is to address the complaint filed by *** *** (ID ***).*** *** accidentally paid her November rent twiceShe called us, to express Concern about how to get the money backWe told her she could be refunded as soon as
the payment cleared our bankShe was fine with that.We mailed the refund check to her on December 6, 2016.*** ***called our office numerous times thereafter, stating the check never arrivedOur accounting department verified that the check had not been cashed yetWe figured it was lost in the mail.After many more calls to our office, we told *** *** that since the check never got returned to us in the mail, she would have to pay the stop-payment fee of $and we would cut her a new check*** *** became irate and refused to complyWe explained this is our policy, since we didn't know where the check was and she could potentially receive two checks from us.On December 28, 2016, the check in question got returned to our office due to insufficient addressWe immediately placed this up-opened piece mail in a new envelope and insured it was addressed correctly to *** ***She should receive the check within a couple of business days.This issue has been resolvedWe, at Rentwell, are not rude to our tenants and ownersWe are here to serve them to the best of our abilityIt was in fact *** *** who was rude, raising her voice and calling to the point of harassment.Sincerely, Rentwell Management

Regarding Mr***’s complaint to the Revdex.com, attached you will find the work orders that Mr*** has put in for 2017, the text messages exchanged between my employees and Mr*** for 2017, there are no email exchanges between us and the tenant for Mr***
reports that he spoke to me in July of 2017, at no time during this conversation did he mention black mold to meThe vendors that have been to his rental property have not noticed black mold while thereThe tenant has not put a work order in for black mold or a text message for black moldThe first that we have heard of a mold issue was in the letter sent by you.The owner of *** *** ***? has spent over $in repairs? this year and is not going to put any more money into the house at this time unless it is an emergency.Please contact me with any questions you have.Thanks,Susan

November 24, 2015Hi,
In my initial experience with [redacted], he was very hesitant to approve any work at the property in question. Only after discounting some of the work, and removing some parts entirely, did he agree to complete any work. In our second meeting, [redacted]...

did pay with a credit card. Since our company charges a convenience fee for credit card transactions, I offered him the possibility of paying by check or direct bank transfer. He declined both options. I only found out later he paid with a credit card since he planned on disputing any work completed.The original scope of the work is below:
-Repair or replace bathroom ceiling and paint to match
-Paint entire unit
-Replace stove with a refurbished model
-Stretch carpets
-Shampoo carpets
-Patch holes in drywall (or plaster) in living room
-Install handrail on front steps
-Install a GFI Outlet in kitchen
All of this work has been completed. [redacted] was not charged for a second visit by an electrician since the kitchen was not set up properly for a newer stove. We also provided a brand new stove vs a used one which would normally be placed in a similar unit. We will be refunding him the cost (269.48) of the handrail.These items would have been an additional $646 charged to [redacted]. Both myself, and [redacted]'s leasing agent both suggested the carpet be replaced since it would be easier to rent that way. The carpet had blue paint and was in poor condition prior to any work being completed. [redacted] declined to replace the carpet.
In addition to the information above, [redacted] slowed the process down by beginning work himself on home on which he had contracted Your Local Leasing Company to complete. By doing So, we were delayed in starting.
In regards to the price of the home, it did not rent at the price he wanted due to numerous reasons. will outline those below:
- The kitchen walls should have been repaired (we suggested but he chose to not complete this)
- [redacted] wanted to market the unit as a two bedroom and it is a one bedroom
- The area simply does not bring the rates [redacted] expects.
Our company manages a home on the same block which is 3 bedrooms with an updated kitchen. This is roughly twice the size of [redacted]'s property. The rent for this home is currently $795.00
Last, but not least, [redacted] still has a positive balance of 108.00 which does not include the credit for the handrail which will be processed in the next 48 hours.
If I can be of any further assistance, please let me know.
Jason

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]