RESE Property Management PLLC

I asked for documented evidence stating that this has been followed up properly and there was only emails to the owner back in OctoberAlso the owner did a random drop in visit and stated to us that he hadn't been notified of the fridge being broken till that day which was well over a month after we submitted the orderWhich also shows with the corresponding emails I received from RESE property management about how they have handled thisAlso the repairman DID NOT come that many times, we have text messages and emails to prove this WITH dates as to when they did comeAlso the dates RESE has for when they did come are completely wrongThe last time we had a repairman at our house was Nov and I emailed the next day that the fridge was still freezing I'm pretty sure if I am the one without a working fridge and losing money on food because of it I wouldn't procrastinate on getting this fixed ASAPI WOULD NOT go to these measures if that were the caseI have plenty of emails with dates supporting my claims and I will not settle for less on being reimbursed for the food we lost due to the fact this was pushed aside and forgotten aboutI even had Scott mention to me that the repair man never got back to him (which was weeks later) and I stated to Scott why is that something I need to follow up with? When the repairman left my house he said he would order the part after getting approval from RESE so I thought that's what happenedHow am I supposed to know that he never reached out to you after? I'm surprised RESE just pays for people to come do repairs and never follows up with itThat goes to show the lack in following up and communicatingIt also makes me question how does RESE even know when a repair man comes? Those dates provided from the response from RESE goes to show how well this company is about keeping track of their business and taking care of their tenantsLike stated I have documentation to prove my claims, proof of date, and also texts and recorded phone callsI won't settle until this is handled properly.My bank statements show about $in Food being spent because of the fridge spoiling the groceries I had already purchased and we still needed to eat as a family of so we had replace what was ruinedNot to mention that my power bill also went up due to the fridge being brokenI had a power bill of $and since we unplugged the fridge my power bill is $The only amount I am requesting to be reimbursed on is $Which is reasonable, I could request the full amount but I was trying to be niceI wouldn't have gone to this extreme if I could handle this properly with RESE but they don't do what they state and they certainly don't care about their tenants Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

I am responding to the complaint filed with the Revdex.com.The tenant was advised on 6/30/the amount of her pro-rated rent for July She claims this was not enough time to pay her rent on time, which is due on the 1st and late after the 3rd We offer free online payments which she has used in the past, and post immediately She instead chose to mail a payment which we did not receive until the 13th of the month, even though her home is less than miles from our office The late fee stands and will not be reversed She has since paid the late fee We have a service coordinator and an online service request system and the tenant did not report any issue with the microwave or drawer face during her tenancy, even though she did report other issues which were addressed in a timely manner The tenant left the home VERY dirty as well.Please let me know if you need any further information.Gail K [redacted] Office Manager [redacted] @resepm.com

Time line for [redacted] Revdex.com ID [redacted] RESE is a property management company who manages properties on behalf of the owners of the properties – we do not own the subject property and so are subject to the owners required authority, before we are able to actDuring our process of receiving and fulfilling tenant work order requests, there is often a delay in gaining approval from the owners to carry out requested repairs, if they are warrantedIn the case of [redacted] E we did receive a long list of requested repairs from the tenant, most of which were carried out by our third party vendors, in good time and as requested1) Porch lighting: after assessment, it appears to me that the decision was made that the porch light timer and bulb were not considered to be Owner required repairs (light bulbs are generally treated as tenant maintenance responsibility) that particular part of the work order was cancelled There seems to have not been any further mention of it from that point in time, from either side, in our system Any work orders submitted are automatically included in out system2) Water heater: played up and the work order was cancelled once the tenant informed RESE that it had stopped having the problem3) I do not see multiple work orders and I see a number of texts and emails keeping tenant informed as to the progress that was being made – I am not sure how we could have done better in this regard4) It surprises me that Brandon was set up to carry out an inspection, we generally have our property techs do that and I have no idea why 1) he would arrange to carry out and inspection and 2) why he would no show – we have a number of internal systems to make sure that does not happen – sorry if it did, there is no way that I can retrace the events of that day 5) On further review of your property records, we have received a total of work order requests from this tenant, of which were completed within a reasonable time, relate to the fridge on which we are currently working and were cancelled as the work was not longer required6) Although we have not perfect in our service delivery, we are subject to the forces of the market, the weather, the owners and also vendor availability So from our perspective, any delays that may have been experienced were unavoidable and reasonable and that RESE has been as responsive to any requests as a professional property management company, managing single family homes in varying locations can hope to bei am able to provide supporting documentation for everything that I have said, if required

Customer’s Statement of the Problem:RESE Contract Servicing was chosen by my Title Company to serve as the intermediary between the buyer of my home located at *** *** *** and the bank to which I owe mortgage payments Chase BankWe have a seller finance situation where I am maintaining
ownership of the home until March The buyer is obligated to pay the monthly mortgage payment of to RESE Contract Serving from March through June 30th For the month of June buyer made a payment of received on June by Rese Contracting according to their records beyond the allowable grace period June Rese contends a payment to Chase Bank has been madeAs of this date July the bank does not show a payment having been made ATTACHED IS A COPY OF OUR CONTRACT WITH THE COMPLAINANT AND I WOULD LIKE TO DRAW YOUR ATTENTION TO ITEM 5) ON THE FIRST PAGE, WHICH CLEARLY STATES THAT THE CHECKS WOULD BE MAILED AND THAT WE COULD NOT ACCEPT RESPONSIBILITY FOR STRAY CHECKS BE IS ALSO KNOWN THAT IT COSTS AROUND $TO SEND A CHECK VIA CERTIFIED MAIL AND WE ONLY MADE $PER MONTH FOR ALL THE WORK OF SERVICING THESE TYPE OF CONTRACTS WE SIMPLY COULD NOT AFFORD TO DO THAT, FOR THAT REASON IT IS CLEARLY STATED AS SUCH IN OUR CONTRACT. SECONDLY - ALSO ATTACHED IS A COPY OF THE CHECK THAT WAS POSTED BY OUR BANK ON 5TH JULY HIS ACCOUNT WAS PAID WITH THE CHECK WE HAD SENT ORIGINALLY, AS WE HAD INFORMED HIM PREVIOUSLY. THIRDLY - WE WERE NOT EMPLOYED TO POLICE PAYMENTS NOR FOLLOW UP IF PAYMENTS WERE MADE LATE BY THE BUYERS PLEASE SEE THE LAST LINE OF IN THEIR CONTRACT WITH RESE WHICH STATES "UNDER NO CIRCUMSTANCES SHALL RESE BE RESPONSIBLE FOR COLLECTION OF ANY OUTSTANDING MONEYS" FOURTHLY - THE COMPLAINANT REFERS TO THE GRACE PERIOD AS IF IT WERE A DATE SET BY RESE - IN FACT, IT IS SET BETWEEN BUYER AND SELLER, ALL WE DID WAS RECEIVE PAYMENTS FROM THE BUYER AND DISBURSE TO THE SELLER OR MORTGAGE COMPANY I have inquired multiple times to RESE on the telephone about Chase not receiving the paymentI have asked for evidence that RESE even sent in the payment so I could show ChaseAccording to RESE the check is sent via snail mail with no documentationTHAT IS CORRECT - AS PER OUR CONTRACT THIS WAS THE AGREED METHOD OF HANDLING THESE PAYMENTS. At some point my credit rating will be affectedTHIS IS NOT PART OF OUR RESPONSIBILITY TO ENSURE THAT THE SELLER IS ABLE TO MEET THEIR COMMITTMENTS Secondly on June 27th RESE sent out an email stating the my contract had been passed off to Elite Contracting Servicing effective June THERE IS NOTHING IN OUR AGREEMENT WHICH PRECLUDES US FROM DOING THIS, WE PROVIDED EVERYONE WITH THE SAME WARNING AND, WITH THE EXCEPTION OF BUYERS, EVERYONE MANAGED TO MAKE IT HAPPEN WE CONTINUED TO FACILITATE THE TRANSFER OF FUNDS RECEIVED AFTER THE CUT OFF DATE. Three days notice is hardly sufficient for the buyer to make payment arrangements so the July payment is also likely to be lateWE DEAL WITH REALITIES, NOT POTENTIAL PROBLEMS THAT HAVE NOT ARISEN YET. Thirdly the penalty assessed the buyer according to the RESE contract is to be of the total payment of is RESE assessed ANY LATE FEE IS ASSESSED ON THE PRINCIPAL AND INTEREST PORTION OF ANY PAYMENT AND WILL NEVER INCLUDE THE ESCROWS WHEN CALCULATING THE LATE PAYMENT - SO, IN FACT, OUR CALCULATIONS WERE CORRECT. There is no leverage I have with this contracting serviceThey simply state "oh the payment must have been lost in the mail" AND, AS MUCH AS WE WOULD LOVE TO GUARANTEE THE SPEED OF THE POSTAL SERVICE, AT $PER MONTH, WE SIMPLY CANNOT AFFORD TO DO THAT. Complaint Background:Purchase Date: 2/24/2017Problem Occurred: 6/16/2017Account Number: ***Talked to Company: 6/22/2017Talked to Company (2nd): 6/25/2017Talked to Company (3rd): 6/27/2017Name of Salesperson:Brittany P*** Disputed Amount: $2085.43 Desired Settlement:I maintain that once they receive the money they should provide some assurance that payments have been sent and received THIS WAS CLEARLY NOT IN TERMS OF OUR AGREEMENT - COMPLAINANT WAS FREE, AT ANY TIME TO PAY TO HAVE THE PAYMENTS SENT CERTIFIED MAIL. I am not pleased that they freely send my contract to another servicing agency with days notice THERE WAS NOTHING IN OUR CONTRACT THAT PRECLUDED US FROM BEING ABLE TO DO THAT although I am happy to be out of the relationship with RESE once these issues are resolvedI question the assessment of as being the total late fee that should be assessed this buyerTHIS WILL HAVE TO BE TAKEN UP WITH THE BUYER DIRECTLY, OR THE NEW SERVICING COMPANY - THE CONTACT DETAILS OF WHICH COMPLAINANT NOW HAS. REGARDSTONY ** P*** INCIDENTALLY, I DID NOT RECEIVE YOUR FIRST EMAIL:(

We've reached out to *** and resolved this issueThe property she is living in was put up for sale by the ownerOur company was not notified of this, and the owner of the property scheduled showings without giving the tenant proper noticeUpon finding out this information, the property
manager of this unit contacted the owner and reminded him of the 24-hour notice of entry clause in the tenant's leaseThere have not been any issues with improper entry since thenWe've since checked in with *** to ensure that all issues have been resolved

Response:RESE is a property manager, we do NOT own the properties we manage, simply represent the owners of each propertyWe do not decide on basic terms of each lease agreement we sign, we act in accordance with the owner’s instructionsAny action taken by RESE would have been in writing and include
in a signed lease agreement with youYou signed the new lease agreement and the terms included have been explained to you personally and electronically on more than one occasion by members of our staff and our attorneysWe have evidence that RESE responded to your day (Oct 10th) notice with a clear explanation of the terms of your leaseWe do not understand your claimed lack of communication, as our records show multiple contactsYour lease clearly shows the exposure you have if the property is vacated prior to the lease expiration and this has been clearly outlined to you by our staff and attorney on more than one occasion, the fact that you disagree with the contract into which you entered is unfortunate, but there is little we can do about that now.So you claim that the lease renewal was not discussed with you is inaccurate and we have records and a signed lease to support our position.For the record, RESE was 100% actively trying to find a replacement tenant, during the period of vacancy.This matter, as you know, has been handed to your attorneys to resolve and we look forward to a speedy resolution from your side Tony ** p***

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
Sincerely,
*** ***

Tenant created work order on 9/14/17. Owner was called on 9/15/17, without responseFollow up email was sent to owner on the 19th, and the 21st, without responseRESE must contact owner before repairs on non-HVAC or flood related items are completedVendor was sent work order on the 25th of
September and instructed to call if pricing was over do not exceedTwo weeks went by so RESE followed up with vendor and the bid was sent to an unknown email addressPricing was requested from vendor and pricing was approved on the 20th of October after owner was contactedWork order with increase was sent that dayNew part was installed on the 29th of October Tenant reported back on 11/3/that the fridge was still freezing foodContact was made by RESE to appliance company to recall the workTech was back out on Monday the 6thCurrently a new part is being ordered and RESE is following up with vendorTenant requested a spare fridge to be delivered while the current one is being fixedThis rental is a townhome and not an apartment complex, so storing of spare fridges, does not happen. if tenant would like to contact RESE, we are prepared to discuss a settlement with them

I asked for documented evidence stating that this has been followed up properly and there was only emails to the owner back in OctoberAlso the owner did a random drop in visit and stated to us that he hadn't been notified of the fridge being broken till that day which was well over a month after we submitted the orderWhich also shows with the corresponding emails I received from RESE property management about how they have handled thisAlso the repairman DID NOT come that many times, we have text messages and emails to prove this WITH dates as to when they did comeAlso the dates RESE has for when they did come are completely wrongThe last time we had a repairman at our house was Nov and I emailed the next day that the fridge was still freezing. I'm pretty sure if I am the one without a working fridge and losing money on food because of it I wouldn't procrastinate on getting this fixed ASAPI WOULD NOT go to these measures if that were the caseI have plenty of emails with dates supporting my claims and I will not settle for less on being reimbursed for the food we lost due to the fact this was pushed aside and forgotten about. I even had Scott mention to me that the repair man never got back to him (which was weeks later) and I stated to Scott why is that something I need to follow up with? When the repairman left my house he said he would order the part after getting approval from RESE so I thought that's what happenedHow am I supposed to know that he never reached out to you after? I'm surprised RESE just pays for people to come do repairs and never follows up with itThat goes to show the lack in following up and communicatingIt also makes me question how does RESE even know when a repair man comes? Those dates provided from the response from RESE goes to show how well this company is about keeping track of their business and taking care of their tenants. Like stated I have documentation to prove my claims, proof of date, and also texts and recorded phone calls. I won't settle until this is handled properly.My bank statements show about $in Food being spent because of the fridge spoiling the groceries I had already purchased and we still needed to eat as a family of so we had replace what was ruinedNot to mention that my power bill also went up due to the fridge being brokenI had a power bill of $and since we unplugged the fridge my power bill is $The only amount I am requesting to be reimbursed on is $Which is reasonable, I could request the full amount but I was trying to be niceI wouldn't have gone to this extreme if I could handle this properly with RESE but they don't do what they state and they certainly don't care about their tenants.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

All of the security deposits RESE collects are refundable provided the tenant leaves the property in the condition in which it was received which includes but is not limited to: professional carpet clean, professionally cleaned, smoke detectors are in working condition and are present, no damages...

etc.It is impossible for a tenant or past tenant to claim what our intentions are since they are not privy to the day to day operations of a property management company. This statement is only an accusation and not the truth as RESE follows and enforces the lease not just for our tenants but for our company as well. In addition, the statement that was sent to this tenant was returned to us as no forwarding address was provided. He was sent the statement via email by accounting when it was requested.In actuality, the tenant still owes RESE money for work that was completed on the unit after this tenant left. He still has an outstanding balance since this hasn’t been paid and his claims of the charges adding up perfectly to his deposit make no sense. The security deposit that was collected was a minimum amount and in no way would have been enough to cover professionals to make the unit rent ready again.RESE always follows the lease agreements precisely.It may also interest the tenant that NONE of the money deducted from his security deposit is paid to RESE.  RESE uses independent third party professional vendors to deliver services that are 100% authorized and justified by the lease that the tenant knowingly signed at the time of him move in.Tell us why here...

We disagree with the statement that repairs have taken 6 months. The one exception was the microwave that had to be replaced.  The original approach was to fix the handle without replacing. After that did not work, a new microwave was purchased and installed 2 months later, not 6 as previously mentioned. Some of the repairs were recalled work, recall wok is sometimes a lower priority for vendors. Other work orders that have been submitted by the complainant are HOA items.  RESE does not manage the HOA and cannot be held responsible for problems with service delivery of the HOA, these issues should be taken up with the HOA, not RESE. It is also worth noting that on one of the work orders, the tenant missed an appointment. 1) According to our records our tech had “install new timer on porch lights.” To our knowledge this has been addressed/fixed. Up until now we had no other record/work orders put in stating otherwise.2) Our notes state: Text Received on 12/27/2016 at 03:50pmIt hasn't done it a third time since the day I submitted the request. So hopefully it was just a fluke at the start of the super cold weather 3) We have notes in our database of calls, emails and texts.4) The work order was sent to the vendor in July. The vendor is reliable and likely called to schedule. RESE had sent the work order and has record of the work order being sent well before tenant called the vendor to schedule.  6) We do care about all tenants and handle work orders as they come in.7) in this situation, it is our position that we have taken care of everything that needed to be done.8) Additionally, only a few of the repairs requested would be a violation of any tenant landlord laws. RESE/Owner have fixed items as requested. RESE will not be paying any damages as we feel there is been no neglect.9) it is our feeling that the statements expressed by the tenant are skewed towards his wish to receive free rent.10) The tenant has been able to live in the home comfortably with functioning appliances and heat and AC. In our minds the case is closed. SincerelyTony ** P[redacted]broker

as mentioned in my previous response, we have been authorized to talk about an offer.however, we are not prepared to conduct this negotiation in a public forum, it makes no sense to do so.I invited you to call me to discuss, which you seem not prepared to do, which is a pity as I am trying to find a reasonable solution to your problem.again the invitation is extended for you to call me to resolve this issue, the Revdex.com is not the right forum to carry out these type of dicussionsregards[redacted]

Time line for [redacted] Revdex.com ID [redacted] Background: RESE is a property management company who manages properties on behalf of the owners of the properties – we do not own the subject property and so are subject to the owners required authority, before we are able to act. During our process of receiving...

and fulfilling tenant work order requests, there is often a delay in gaining approval from the owners to carry out requested repairs, if they are warranted. In the case of [redacted] E we did receive a long list of requested repairs from the tenant, most of which were carried out by our third party vendors, in good time and as requested. 1)      Porch lighting:  after assessment, it appears to me that the decision was made that the porch light timer and bulb were not considered to be Owner required repairs (light bulbs are generally treated as tenant maintenance responsibility) that particular part of the work order was cancelled.  There seems to have not been any further mention of it from that point in time, from either side, in our system.  Any work orders submitted are automatically included in out system. 2)      Water heater: played up and the work order was cancelled once the tenant informed RESE that it had stopped having the problem. 3)      I do not see multiple work orders and I see a number of texts and emails keeping tenant informed as to the progress that was being made – I am not sure how we could have done better in this regard. 4)      It surprises me that Brandon was set up to carry out an inspection, we generally have our property techs do that and I have no idea why 1) he would arrange to carry out and inspection and 2) why he would no show – we have a number of internal systems to make sure that does not happen – sorry if it did, there is no way that I can retrace the events of that day 5)      On further review of your property records, we have received a total of 10 work order requests from this tenant, of which 5 were completed within a reasonable time, 2 relate to the fridge on which we are currently working and 3 were cancelled as the work was not longer required. 6)      Although we have not perfect in our service delivery, we are subject to the forces of the market, the weather, the owners and also vendor availability So from our perspective, any delays that may have been experienced were unavoidable and reasonable and that RESE has been as responsive to any requests as a professional property management company, managing single family homes in varying locations can hope to be. I am able to provide supporting documentation for everything that I have said, if required

I am responding to the complaint filed with the Revdex.com.The tenant was advised on 6/30/2015 the amount of her pro-rated rent for July 2015.  She claims this was not enough time to pay her rent on time, which is due on the 1st and late after the 3rd.  We offer free online payments which she has...

used in the past, and post immediately.  She instead chose to mail a payment which we did not receive until the 13th of the month, even though her home is less than 5 miles from our office.  The late fee stands and will not be reversed.  She has since paid the late fee.  We have a service coordinator and an online service request system and the tenant did not report any issue with the microwave or drawer face during her tenancy, even though she did report other issues which were addressed in a timely manner.  The tenant left the home VERY dirty as well.Please let me know if you need any further information.Gail K[redacted]Office Manager[redacted]@resepm.com