Riner Rentals

We are happy to respond to the complaint asserted by the tenant at [redacted] between 1/7/and 7/31/ Please see an itemized response to the complaint below and do not hesitate to contact me directly with any follow up questions or to clarify any items further The tenant did in face pay a security deposit of $595, which was held in an escrow account until the termination of their lease agreement as required by the VRLTA The tenant states that we have not sent the information necessary to ascertain that the damage and cleaning that was done was their responsibility The residence was cleaned prior to the tenants' move in at the property, and the cleaning items that we addressed after their move out were the direct result of a move out inspection These photos and the repair bills for such items were sent to the tenants, as he notes, after his request Please see the attached "Vacating Checklist" that was signed as a part of the original lease agreement In it, you will find that it states Under Number 4, in capital and bold letters that the carpets will be cleaned at the tenant's expense at the conclusion of the lease term You will also find that under section 9, "Kitchen", it states that drip pans and the surface under stove elements must be free of dirt and spills As far as the $mowing charge, please note that the home is a single family home in a residential neighborhood There is no HOA, POA, or other organization that the tenant could have assumed or concluded would be maintaining their yard space Per the VRLTA (Code Section 55-"Definitions): "Premises" means a dwelling unit and the structure of which it is a part and facilities and appurtenances therein AND GROUNDS (emphasis added), areas, and facilities held out for the use of the tenants generally or whose use is promised to the tenant Also under the VRLTA (Code Section 55-"Tenant to maintain dwelling unit"): Keep that part of the PREMISES (emphasis added) that he occupies and uses as clean and safe as the condition of the premises permit; The yard maintenance is the tenants' responsibility Our office never agreed to maintain the yard, nor told the tenant that the owner would be maintaining the yard The tenant never asked about this prior to moving into the dwelling unit and premises Riner Rentals never represented in any way that this maintenance would be done or cost borne by Landlord or by our office as managing agent The only item in the tenant's assertion that need to be addressed by both parties is the itemized cost of painting the doors in the home The total cost of painting done at the residence after move out was $ The tenant was only charged $that we believe they owed, and the Landlord paid the remaining balance of the painting because it was not the tenants responsibility We are only deducting the small portion of the total painting job that we believe to be the tenant's responsibility We have requested that the tenant provide us with either a copy of their move in checklist (our office has record that it was signed out of our office, but that it was not returned to our office by the tenant within hours as required by rule I am attaching confirmation that the form was given to the tenant as stated above If indeed the tenant can provide proof that the doors were in need of the painting that was done prior to their move in, we are happy to discuss reimbursement of this $charge, as outlined in the tenant's security deposit disposition We have requested this information by email on several occasions, but have not received assistance or a reply from the tenant I am attaching such emails to this response for your office's review As noted by the tenantRiner Rentals has provided everything that the tenant has asked our office for including pictures, documentation, invoices, and has attempted to answer all questions that the tenants have had concerning their security deposit disposition You can see that this is indeed the case in tenant's complaint Riner Rentals contends that the cleaning, painting, and other work that was done was indeed the responsibility of the tenant as outlined in the leasing documents, signed by both parties prior to the start of the lease agreement The tenant at no time requested clarification or more information concerning any of the lease provisions I am attaching a copy of the signed lease agreement per your review as well We hope that you will read through the attached documents as well as the above justification for our company's actions in this specific security deposit disposition We believe that the refund was fair, well-documented, and very much in line with what is expected per the lease agreement, rules and regulations, and Virginia Residential Landord Tenant Act (VRLTA) which governs the tenant/landlord relationship in the state of Virginia Thank you for your time, and please let me know at any time if you have further follow up questions or would like for me to provide anything further to your office *** [redacted] Riner Rentals

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below On Mon, Mar 23, at 11:PM, [redacted] @yahoo.com> wrote:Again, another wrong statement.....only one month has been correct....totally unacceptable.There was no painting at $done nor a dryer vent unclogged $againI contacted the tenant to verify thisI expect a check immediately..and not a post dated one.I will be coming in Monday afternoon or Tuesday morning to sign a termination of contract.I am still awaiting a resolution of the painting bill It is very wrong to be billed months and months later for something not discussed by the painter and I Regards, [redacted]

I have contacted [redacted] with [redacted] painting concerning the discrepancy you are referencing I did not know that you had a private arrangement with him for payment of touch up paint As soon as I am able to speak with him, I will have a better idea of how we can proceed and solve these issues I have asked for him to provide detail on the three separate painting invoices so that we may both better understand why the outstanding $balance was not discussed with you Thanks for your patience while I do so I will be sure to contact you immediately upon retrieving this information directly from the contractor.Paul RinerRiner Rentals

We have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer we reviewed appear below Riner Rentals does a very nice job of documenting the condition of the residence after we moved outWe don't contest that there were problems in the residence upon the end of our lease agreementBut we maintain that we did not cause any of the damagesA security deposit is supposed to be used to make repairs caused by the tenantIt does not serve as a free opportunity to use the funds to renovate the building and propertyFor the third time, we are requesting to see evidence of the condition of the residence prior to our lease agreement to establish the pre-existing problems and show that we are responsible for the damagesFor some reason, Riner Rentals is having a hard time understanding what we are demandingWe want to see copies of any photos or receipts of carpet cleaning, painting, and other repairs after the previous tenant moved out and before we moved in
We repeat our contention that we are not responsible for the damages that Riner Rentals claims we causedRiner Rentals points out that we were only charged for $of the $total amount for paintingHow was Riner Rentals able to determine that we are only responsible for that amount? There must be some reasoning to explain why they decided to only charge us $for the paintingWe want Riner Rentals to please produce this evidenceWe are also arguing that we are not responsible for the $25 mowing feeThe lease agreement does not state who is responsible for mowing the lawnThe section on general maintenance in the lease only refers to replacing light bulbs and heating/air conditioning ventilation filters. (Please read e-mail messages below for more information.) We have also asked Riner Rentals to explain to us the purpose of the $property cleaning fee, which is vaguely mentioned on one receipt, but we have not received a responseWe want to know if this property cleaning was associated with the lawn
Finally, we want to add that it is interesting that Riner Rentals has mysteriously (or conveniently?) lost or misplaced our mochecklist, the only evidence that might help to demonstrate our innocence in this caseWe are offended by Riner Rentals' suggestion that we did not submit a mochecklist in JanuaryNot only did we submit our mochecklist, but Riner Rentals sent us an e-mail on Febadvising us that they would be repairing a window and screen, citing the presence of the problem on our mochecklistWe reminded Riner Rentals of this correspondence on Oct1, but they did not respond to us(Please see a copy of the e-mails below.) How is it possible for Riner Rentals to refer to our mochecklist in this e-mail message, if they don't have any record of receiving it?
We appreciate the Revdex.com's interest in this matter, as Riner Rentals is committing a travesty of justice
Regards,
*** ***
On Wednesday, October 1, 6:PM, *** ***

We have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to us. We will wait for the business to perform this action and, if it does, will consider this complaint resolved
We are not able to read the faded writing on one of the receipts, but we are willing to resolve this dispute with the proposed settlement of $from Riner RentalsPlease send the check for $to our address of record in *** *** ***
We appreciate the help from the Revdex.com in this matter
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
They have released me from my contract and refunded me the amount in question
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not think this offer is a fair solution.  I object to the separate charges for "cleaning" and "carpet cleaning", as I know there was nothing in that apartment to clean when I moved out except for the carpets.  I also object to the charge for "repairs", which is to cover repairs for things that were already damaged when I moved in.  Again, I will state that no cleaning, painting, or repairs were done between the moving out of the previous tenant and me moving in.  
Regards,
[redacted]

Revdex.com of Western Virginia, The issue in the basement was addressed by the owner.  Again, the tenant just recently renewed the lease for a fifth year.  If she was unhappy with the property, the correct time to vacate the lease was at the renewal date.  Now that she signed a renewal, in possession of the property, we are simply asking that she pay rent until we can re-rent the property since it has been vacated mid-lease and without an opportunity to show.  Because of the damage caused by the tenant, work must be done simply to re-list the property, as the state it is in now with repairs and cleaning needed prohibit us from doing so until complete.Please see previous invoices as well as pictures to support this claim.Sincerely,Paul Riner, Riner Rentals

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not agree on this cleaning after contacting a carpet retailer and them stating that type of carpet has a 10 life expectancy. I also contacted town of [redacted] and found out the carpet was installed in the year 2002 putting the carpet at 14 years. I should not have to pay to clean an out of date carpet.
Regards,
[redacted]

To Whom it may concern,I have read and reviewed the compliant filed by one of our previous tenants at [redacted].There are a few items that the complainant has left out, that I would like to add to the conversation.[redacted] was in a lease that was scheduled to...

end July 25, 2017.  This meant that she was responsible for the lease until that time.  [redacted] then contacted us in early May to let us know that a friend of hers, [redacted], was subleasing from her and would be taking over the lease.  Because of this, we were unable to do a complete turnover of her room, which the lease states will include carpet cleaning (always taken from deposit), cleaning, repairs, and maintenance as needed.  This was frustrating because we were UNABLE to do a walk through of the room since Ms. [redacted] chose to move someone else in prior to her lease end date.  We would not have done ANY other work in the room at that point, except that her sub leaser, [redacted], REQUESTED specifically that the walls be painted because of the condition that they were in.  We obliged, charging $125 for the painting of Ms. [redacted]'s room at her expense, but only because it was requested by the tenant she moved into the room 2 months before her lease end date.  Here is Ms. [redacted]'s email outlining this item:    Hi [redacted],This is [redacted]. I am emailing you to officially request that my lease for [redacted] be taken over by [redacted] is currently subleasing from me, but we would like to switch this to a lease takeover instead.Please let me know if there’s any other information needed from me concerning this matter.Thanks so much,[redacted] was made aware of these charges by [redacted], my financial manager as outlined in the below email to Ms. [redacted]: On Jun 19, 2017, at 12:41 PM, [redacted] <[redacted]> wrote:[redacted],[redacted] handed this over to me for further research. I did find the move in check list where things were stated about the paint in the bedroom, however, it does not refer to a specific bedroom, this was filled out by Ms. [redacted].After speaking with the contractor regarding the cost of $125 for the room being painted, he has said the reasoning for the amount is that there was excessive nail holes and patches that needed to be made in the bedroom and bathroom. This is a cost that you are responsible for regardless of what was done or not done prior to your move in. I have taken the remaining $50.00 sublease fee off of the account due to the confusion that was caused by our office, however, the painting charge will have to stick based on what the contractor said. I have attached the move in checklist for Aug of 2015.Thank you,[redacted]Financial Manager Please note in the above email that the painting charge was due to excessive wall damage in both the bedroom and bathroom of Ms. [redacted]'s room.  I am attaching the walk through sheet done in 2015 prior to her move in, as well as the invoices for work done prior to her move in.  I am also attaching all walk through sheets that were filled out this year, noting that we were unable to gain access to two bedrooms or turnover common areas because they were already being lived in.  This prevented us from cleaning carpets or doing any other cleaning/repairs, all of which would have been charged to Ms. [redacted] and her roommates but was not. Because of this, we believe that the $125 painting charge was very reasonable, considering that other charges outlined in the lease agreement could not be completed due to Ms. [redacted]'s decision to sublease her room, leaving Riner Rentals no opportunity to inspect or ready the room for the next tenant.  The tenant's request for painting was surely a reasonable one, and one that should be Ms. [redacted]'s responsibility.As far as communication, Ms. [redacted] has worked with three of my staff members since the beginning of May so that we could accommodate her request to move out early.  We even processed her security deposit prior to the official lease end date of July 25, 2017 and mailed it to her at the provided forwarding address.  I would assert that there was not any more communication needed, as we explained the charges in detail to her, and sent her information supporting these details.  [redacted] has since reached out (this morning) to provide any and all information that Ms. [redacted] would like to see.I hope this email and the attachments will provide detail into why the charges were made, and inform you as to the steps we took to do so.Thank you in advance for your time in reviewing these documents and emails on our behalf,Paul Riner, Riner Rentals

We are happy to respond to the complaint asserted by the tenant at [redacted] between 1/7/14 and 7/31/14.  Please see an itemized response to the complaint below and do not hesitate to contact me directly with any follow up questions or to clarify any items...

further.
 
1.  The tenant did in face pay a security deposit of $595, which was held in an escrow account until the termination of their lease agreement as required by the VRLTA.
 
2.  The tenant states that we have not sent the information necessary to ascertain that the damage and cleaning that was done was their responsibility.  The residence was cleaned prior to the tenants' move in at the property, and the cleaning items that we addressed after their move out were the direct result of a move out inspection.  These photos and the repair bills for such items were sent to the tenants, as he notes, after his request.
 
3.  Please see the attached "Vacating Checklist" that was signed as a part of the original lease agreement.  In it, you will find that it states Under Number 4, in capital and bold letters that the carpets will be cleaned at the tenant's expense at the conclusion of the lease term.  You will also find that under section 9, "Kitchen", it states that drip pans and the surface under stove elements must be free of dirt and spills.
 
4.  As far as the $25.00 mowing charge, please note that the home is a single family home in a residential neighborhood.  There is no HOA, POA, or other organization that the tenant could have assumed or concluded would be maintaining their yard space.  Per the VRLTA (Code Section 55-248.4 "Definitions): 
     
"Premises" means a dwelling unit and the structure of which it is a part and facilities and appurtenances therein AND GROUNDS (emphasis added), areas, and facilities held out for the use of the tenants generally or whose use is promised to the tenant. 
 
     Also under the VRLTA (Code Section 55-225.4 "Tenant to maintain dwelling unit"):
2. Keep that part of the PREMISES (emphasis added) that he occupies and uses as clean and safe as the condition of the premises permit;
     
    The yard maintenance is the tenants' responsibility.  Our office never agreed to maintain the yard, nor told the tenant that the owner would be maintaining the yard.  The tenant never asked about this prior to moving into the dwelling unit and premises.  Riner Rentals never represented in any way that this maintenance would be done or cost borne by Landlord or by our office as managing agent.
 
5.  The only item in the tenant's assertion that need to be addressed by both parties is the itemized cost of painting the doors in the home.  The total cost of painting done at the residence after move out was $140.00.  The tenant was only charged $65.00 that we believe they owed, and the Landlord paid the remaining balance of the painting because it was not the tenants responsibility.  We are only deducting the small portion of the total painting job that we believe to be the tenant's responsibility.  We have requested that the tenant provide us with either a copy of their move in checklist (our office has record that it was signed out of our office, but that it was not returned to our office by the tenant within 72 hours as required by rule.  I am attaching confirmation that the form was given to the tenant as stated above.  If indeed the tenant can provide proof that the doors were in need of the painting that was done prior to their move in, we are happy to discuss reimbursement of this $65.00 charge, as outlined in the tenant's security deposit disposition.  We have requested this information by email on several occasions, but have not received assistance or a reply from the tenant.  I am attaching such emails to this response for your office's review.
 
6.  As noted by the tenant. Riner Rentals has provided everything that the tenant has asked our office for including pictures, documentation, invoices, and has attempted to answer all questions that the tenants have had concerning their security deposit disposition.  You can see that this is indeed the case in tenant's complaint.  Riner Rentals contends that the cleaning, painting, and other work that was done was indeed the responsibility of the tenant as outlined in the leasing documents, signed by both parties prior to the start of the lease agreement.  The tenant at no time requested clarification or more information concerning any of the lease provisions.  I am attaching a copy of the signed lease agreement per your review as well.   
 
We hope that you will read through the attached documents as well as the above justification for our company's actions in this specific security deposit disposition.  We believe that the refund was fair, well-documented, and very much in line with what is expected per the lease agreement, rules and regulations, and Virginia Residential Landord Tenant Act (VRLTA) which governs the tenant/landlord relationship in the state of Virginia.  Thank you for your time, and please let me know at any time if you have further follow up questions or would like for me to provide anything further to your office.
 
[redacted]
Riner Rentals

Revdex.com of Western Virginia,Ms. [redacted] and her family have resided in their townhouse for 9 years.  Ms. [redacted] has seen a rent increase over those 9 years of NOTHING.  ($700/month).  In addition, Ms. [redacted] has continually called our office over the time of her tenancy, reporting...

issues with items in her townhouse.  When our contractors have gone, they have discovered that everything was working exactly as it should be.  This was most recently the case on 3/16/2017 when she reported that both sides of the kitchen sink were clogged and the disposal was not working correctly.  Our plumber responded right away, only to discover that both sinks were draining exactly as they should and that the disposal was also working exactly as it should.Because of the repeated nature of these complaints, we have begun to charge Ms. [redacted] when we respond but do not find an issue.  You can see outstanding maintenance bills in the attached PDF file (April's rent is listed, but not yet due.  The 4 charges that are due are also listed)I am also going to give you a list of these calls so that you may understand the frustration and cost this has caused:Calls for A/C Not Working in the Townhouse (and nothing found to be wrong):6/4/12, 6/28/12, 9/17/12, 9/21/12, 7/22/13, 3/23/15, 4/24/15, 11/6/15 (see pic of clogged filter found), 7/25/16, 8/13/16Calls for Garbage disposal where something was found in the disposal or that everything working correctly:2/20/13 (found metal beads and plastic bag in disposal), 6/15/16 (found small stone in disposal-PICTURE ATTACHED), 3/16/17 (nothing wrong, sinks draining and disposal working correctly)On 12/13/11, Ms. [redacted], even though she had been notified, would not allow a contractor access to paint her front door when it needed to be done.Last year, Ms. [redacted] called because the lid latch on her washing machine was not working.  She made the call after hours, and insisted that it was an emergency situation to our answering service and was very irate when we would not come to address the washer lid after hours.I have been cursed at, talked down to, and told that I was a horrible person and that my employees and company were incompetent on multiple occasions.For these reasons (outstanding balance, complaint when rent increased for the first time since 2009, and MULTIPLE calls for service that were unfounded) we have decided not to renew the lease agreement for Ms. [redacted].I hope that you will review this email and our attachments so that you can understand where I am coming from in making this decision.Thank you in advance for your time and review.Sincerely,Paul Riner, OwnerRiner Rentals

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Here is a copy of the cashed rent check, made out to Riner Rentals and specifying that it is for the final rent payment in the memo line, taken from my bank statement showing a debit for this check.  I do not accept responsibility for any painting or repairs which were the result of the previous tenant.  A look at my move-in checklist, signed by a Riner Rentals office representative, will show that this apartment was dirty, damaged, and in need of painting when I moved in.  You have this checklist in your records, I'm sure, and one was attached to my last response for your reference.  Regarding the pet lease, I had assumed that since I had made it very clear to the office when I negotiated the lease that I did indeed have a pet, any paperwork necessary for the pet would have been given to me by the staff.  I cannot be responsible for the negligence of your staff in this matter (just one of many examples of their carelessness and negligence that I have had to deal with since day one).  
Regards,
[redacted]

I just sent the below email to Ms. [redacted] concerning her complaint.  I figured it was easier to simply copy and paste that response to you as well so that you knew exactly what was contained.  I am awaiting response from Ms. [redacted] in order to proceed accordingly.Please so...

not hesitate to contact me with further questions, and I will be sure to let your organization know if and when resolution is reached.  I have also copied her on this email.Thanks,Paul RinerOwner, Riner Rentals[redacted],The $150 painting was work that was done upon move in that had not yet been paid to the contractor.  The invoice did not make it to our office, and that is the reason for the late payment of it.  It was for painting in the downstairs of the townhouse.  The $100 previously charged was for painting of the upstairs back bedroom.  The total cost of painting done was $250.We do owe you $85.76 for the paint that was charged incorrectly and $65.00 for the dryer vent.  I do not know what someone was sent again to check in the dryer vent, after it was discovered to be clogged the first time we checked it.  [redacted] was supposed to refund the $85.76 painting charge to you with December's bill (an email was sent to you concerning this) and she did not follow through.  I will address this with her and sincerely apologize that this refund has not yet been processed and paid to you.I note that a total of $150.76 is due to you immediately.Please let me know that this makes sense and I will put the check in the mail directly.As far as your current management contract (per your BB complaint), I am happy to release you from it at any time if you would like for me to do so.  I will need to have you sign a management termination agreement, and I will also need to get you the tenant's security deposit, which you will be responsible for once the contract is terminated.Please let me know that you have received this email and how you would like to proceed to resolve the issues you are having as quickly as possible.Thanks,Paul Riner

I am disappointed to see that Mr. Riner's response fails to address the unacceptable condition of the unit when I moved in in 2015, which is what I have repeatedly questioned throughout this entire process. Regardless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have yet to see any photo evidence of the cleaning/painting that they claim to have done before moving in in 2015, despite being told by [redacted] that these photos exist and that she would send them to me. I also must argue that I did, in fact, address that I willingly moved out before the end of my lease date, as I stated how I only did so at the request of the subleasee. [redacted] had already signed a lease to live in my room the following year, and since she had Maymester classes starting on 05/15, she requested that I move out of my room early so that she could move in before classes started. In addition, I also addressed how the painting was only requested by [redacted] because I could not complete it myself before moving out due to RR staff's shockingly poor communication/common sense. This was a decision that [redacted] and I discussed before [redacted] contacted RR for the paint request, because I wanted her to enter the room in a better condition than I did in 2015. Despite Mr. Riner's disregard for my requests concerning the condition of our unit in 2015, I find his offer of $65 for the 2017 paint job to be a decent compromise. I did wish for [redacted] to live in the unit with an acceptable condition, but, considering the circumstances of the staff's repeated failures throughout my entire experience, RR's charge of $125 was unacceptable. My only concern now, that Mr. Riner also failed to address in his last response, is the location of the security deposit. In his 08/11 response, Mr. Riner described what seemed like RR had already processed and mailed out my security deposit prior to the end of my lease date, 07/25. I responded by asking if this were true, because almost four weeks have passed and I have not received any mail from RR at my new address ([redacted], which RR has on record). Going forward, I'd like Mr. Riner to explain whether or not they actually have mailed it out, and, if so, how to solve the issue of it never appearing at my house. Additionally, if it has been processed, how/when will I receive the $60 refund that was agreed upon in our resolution.Finally, I'd like to thank the Revdex.com for giving me this opportunity to actually communicate with Riner Rentals and air my grievances. After months of failed communication with RR staff, the Revdex.com provided me with the platform to warn future customers, and also finally receive any sort of response/solution with the company. 
Best Regards,
[redacted]

To Whom it may concern,
 
We believe that our previous email addressed the carpet cleaning charge (written as a part of the lease) and the prep items (stove pans, light bulbs, etc.) also written into the lease agreement that was signed by both parties.
 
I am willing to concede the $65 painting for the doors of the property.  It is unfortunate that the tenants will not also share the pictures they claim to have even after we have shared all documents, lease paperwork, pictures, and invoices that they have requested of us.  But if $65 will solve this problem, I'm happy to pay that amount to the tenants.
 
I am also attaching the invoices for work done at the property prior to the tenants' move in.  I believe this will show that the work was done before their move in, showing that it needed to be done again per the lease agreement after they moved out.
 
I hope that this additional documentation will suffice to show that we have provided every bit of information that we can to resolve this issue with the tenant.  The work was done mid- October of 2013.  The residence was unoccupied until Mr. [redacted] moved in in January 2014.  I think that if you review what was done, it is itemized and thorough to show the condition of the property as Mr. [redacted] has requested.
 
Thanks for your time, and please let me know if you have follow up questions about any of the new documentation we are attaching.
 
[redacted]
Riner Rentals

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We were unable to view any of the new attachments. Riner Rentals may have uploaded the attachments, but we don't have access to them via their message. Please try again.
 
We are inclined to negotiate a settlement with Riner Rentals, and we thank [redacted] for his offer, but we want the opportunity to review the additional documentation, first.
Regards,
[redacted]

Revdex.com of Western VA, I have reviewed and read the complaint filed by Ms. [redacted].  Please see our responses below and in the attachments. 1.    Please see attached completed work orders that correspond with the complaints Ms. [redacted] has made.  Each was dealt with in...

a timely manner, and you can see the contractor’s notes for each item also on the completed maintenance order form. 2.    The furance issue Ms. [redacted] references is also included.  On this occasion, we had someone out the same night to address the situation, and they completed the repair the next morning.  We also addressed her follow up concerns as outlined in the attached documents. 3.    Ms. [redacted] was a tenant at the address for 4 years.  She recently (JULY 1, 2017) renewed her lease for another year.  At this time, she made no mention of conditions in the property that were adverse to her remaining there, nor did she file any maintenance requests or complaints for us to address on her behalf.  She simply turned her keys in, told us that she had moved out, and told us she did not expect to be charged.  No notice, no attempt at resolving any issues (which we were not made aware of). 4.    During her tenancy, we were very patient with Ms. [redacted], as she was routinely late with rent.  Since the start of her lease in 2014, Ms. [redacted] has been late with rent during TWENTY THREE months, sometimes weeks late.  We have worked with her to get this amount paid, and have allowed her an opportunity to get caught up when behind, but the situation never improved.  Her last late payment was July AND August of 2017. In light of this, there is still a balance of $162.50 on the account, as well as September's rent (due on the 1st, late on the 5th) and a late fee for a total of $1031.50 currently owed on the account. 5. Ms. [redacted] admits that she is breaking the lease without any opportunity to address any concerns she might have.  She simply turned the keys in and told us she was gone and didn't expect to be billed anymore.  No notice.  No complaint about any items not already addressed in the attached completed work orders. 6.  The house has not been treated well.  Upon inspection earlier, my property managers were unable to access many parts of the house because of the amount of personal belongings stacked inside.  After Ms. [redacted] returned her keys, we did a visual inspection of the house and determined that the dog smell is overwhelming, and that the dogs have urinated on the carpet in most rooms in the house.  Pictures of this specific item, as well as the general uncleanliness in the house are also attached for review.  This included writing in marker on the bathtub and surround, very large amounts of dog hair and damage where her dogs scratched through the paint and into the wood trim, and trash left all around. In light of these facts, Ms. [redacted] will not be released from her lease agreement.  No notice was given, all maintenance requests were addressed as noted in the attachments, and a recent renewal (July 1, 2017) was just signed without any comment or notice of any issues in the house.  There also remains the outstanding balance as outlined above.  Please let me know if you have further questions or information I can provide; I am happy to do so at any time. Sincerely, Paul Riner, Owner, Riner Rentals

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On Mon, Mar 23, 2015 at 11:43 PM, [redacted]@yahoo.com> wrote:Again, another wrong statement.....only one month has been correct....totally unacceptable.There was no painting at $150 done nor a dryer vent unclogged $65 again. I contacted the tenant to verify this. I expect a check immediately..and not a post dated one.I will be coming in Monday afternoon or Tuesday morning to sign a termination of contract.I am still awaiting a resolution of the painting bill.  It is very wrong to be billed months and months later for something not discussed by the painter and I.
Regards,
[redacted]