River City Land

Thank you for your letter regarding the issue(s) reported by the complainant. We respect and appreciate the opportunity Revdex.com creates to mediate situations. We hope for a positive outcome for all parties in the case. The complainant has been a tenant in the subject property since January of 2015....

We have had no derogatory issues with the tenants during their occupancy. Although the complainant suggests and insists continued negligence on our part, we refute this claim and can prove our diligence in addressing and correcting any issues the tenants have had throughout the term of their tenancy. We provide in-house maintenance to our tenants, that is, if they have a repair issue we send our maintenance personnel to affect the repairs. We strive to engage in preventative maintenance, a strategy designed to ward off potential problems before  they become one however, in ANY property, there will be unexpected things that call for repair. We prioritize corrective maintenance as paramount and we value our customer relations. Without exception, we have always been able to repair and/or re-mediate any and all corrective issues. Roof leaks can be especially tricky to repair, as the only time we receive complaints about them is when it's raining. When we received the initial complaint of a small drip coming from an exposed beam in the subject unit, we followed protocol and sent maintenance to investigate and affect repair by patching. In between rains, we were unaware that the repair had not stopped this drip. Subsequent to this, as it would rain, dry out, rain, dry out, if the drip was reported we EACH AND EVERY TIME investigated, patched some more, sealed and eventually tarped a wide area to mitigate this drip. It has been frustrating to us and I understand why it would be frustrating for our valued tenants to have to wait to see if it got fixed. Just because you have a drip here, doesn't mean the leak is right above it. Water travels, and it finds the lowest point to drip. FINALLY after multiple attempts at repair (whew!), we were able to stop the drip by placing ANOTHER tarp in a different area on the roof. After the multiple attempts to repair the drip, the owner of the property has acknowledged and agreed that a new roof would resolve any future problems. The owner is in contract for roof replacement this February. There was some delay due to a previous roof warranty issue, and shopping for several rooves concurrently. The complainant opens her letter by stating that they (the occupants), have had a leak the entire time of tenancy. This immediately contradicted by the fact that the original Problem Occurred date as stated by the tenant is 11/30/2015, however, our records show first leak complaint 1/6/2016, approximately 1 year after move in (they moved in 1/2015). This is not the only embellishment in the complaint. Furthermore, we refute the fact that we were "threatened to be reported for negligence" after their first month of tenancy. This is just blatantly untrue. Common sense and their continued tenancy, including resigning another lease  dictates that for the vast majority of the time our relationship has been satisfactory. These tenants know we have been exercising due diligence with regards to the repairs. MOLD is a catchall term that induces immediate investigation. There is a particular type found in grossly neglected and areas left untreated or addressed (Stachybotrys chartarum). When a tenant used "mold" as an avenue to justify compensation, they presume they have this type. However, MILDEW and MOLD are natural environmental substances that are likely to grow in areas that remain moist and receive little to no air-flow.The only time we are able to address these issues is when and if our tenants report them, and when they do, these work orders are of the highest priority. We take reports of mold and mildew very seriously. We use an industry accepted method of eradicating these issues (check/repair water leak/intrusion, kill mildew, and seal affected area using non-penatrable coating). The complainant began requesting compensation around November 1, 2017. She indicated their request to be released from the lease. Our response was of course, we want "happy" tenants, and if that seemed like equitable remedy for them, we agreed. No penalty for leaving early. The owner agreed immediately. The complainant then requested financial compensation or a "rent deduction for the remainder of the lease". Our position was and still remains, one option or the other. Either receives compensatory credit OR released from the lease. The owner offered a credit of $100.00, to which the complainant agreed but that they would keep looking for a place and would try to be out by Dec 1, 2017. Next, complainant counter-offers $200.00 would be acceptable. This brings us to the last point in the complaint. 12/4/2017: Upon the complainants report of "WE HAVE MOLD!!!" Our protocol is to request "Permission to Enter" to address the issue. Previous requests for Permission to Enter have been denied (due to tenants having a dog), so we provided 24 hour notice to perform agreed or necessary services. 24 hours later our maintenance personnel were on site, and effected eradication of the condition reported. During the call regarding this work order, the complainant was profane with our office manager and used threatening vernacular. We have issued the agreed upon credit to the account. Complainants' lease term expires 1/31/2017. If they choose, we are willing to reverse the contingency compensation in exchange for relinquishment of any lease terms. Whichever option they choose is completely acceptable. Thank you for your assistance in resolving this situation amicably. We are open to all reasonable suggestions for an amicable resolution. [redacted] Owner, River City Land Company