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Per Missouri law the owners of the home can increase the rent at renewal time The Owner instructed that the rent be increased by $or the current tenant would not be able to renew the leaseBased on the location of the home, an increase in rent would bring it up to the market rent of other homes in that area.The tenants did not receive the full deposit back because of the condition of the home Carpets were damaged from pet urine, which had to be removed throughout the homeWe only charged them for a cleaning with was much cheaper than replacement There was a hole in the wall in the living room that needed to be patched and painted A deep cleaning had to take place in the home before anyone new would be able to occupy the home from the pet and pet urineThere were light bulbs and some mini blinds that needed to be replaced, which are the tenants responsibility per lease agreement signed We also only charged the tenant for touch up painting of the home instead of full paint which we thought was fairThe owner of the home is completing this make ready and Voepel has requested the receipts from the owner once completed Once receipts have been received from the owner, Voepel will then send those receipts to the tenant per tenant’s request.The security deposit and disposition letter, with an itemized list of charges was mailed to the tenant before the day mark Voepel Property Management does not know why that the mail was not received by the previous tenant, nor is that under our controlWe follow the tenant law very strictly, to ensure Voepel stays in complianceOnce we were notified that the security deposit had indeed not been received, we stopped payment on the check and issued a new check Contact was made with previous tenant with notification of new check and offered to hold the check at the office for immediate pick up, due to the problem with the delivery of the first checkVoepel was not trying to make the tenants go out of there way, but was merely trying to insure that funds were indeed receivedSince the tenants refused to pick up the new check, payment was sent by mail Since this complaint has been filed, the tenants have received the remaining deposit owed, along with an itemized disposition letter of charges

[redacted] ,I apologize it took us so long to get back to youHere is our response:We have visited the property several times to assist Mr [redacted] with these issuesWe are unable to pinpoint a leak or find any evidence of a current leakNo physical water was found at the propertyOur maintenance staff has located a water stain from a previous leakRegarding the refrigerator shelf, Mr [redacted] would not allow us in to the property to replace the shelf but we provided a shelf to the tenant so that they may install the shelf themselvesIn reference to the dishwasher, we have instructed Mr [redacted] on how to load the dishwasher in a manner that will allow the soap dispenser to open during the cycleThe soap dispenser is not opening because dishes are blocking it during the cycle We have worked with Mr [redacted] to complete his maintenance requests in a timely mannerWe have had difficulty working with him regarding scheduling to have his maintenance requests completed as he is not available during business hours and will not allow us into the home when he is not thereWe are unable to complete maintenance request after hours, with the exception of emergencies

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have several witnesses that assisted us moving into the residence where there were several stains on the floors and several items left in the cabinetsMoving in we walked through with the maintenance guy and pointed out several things prior to moving in and both signed the formMoving out we did the same and also signed the form which was not provided to us when asked for copies I received a form that was not my name or signatureThe only damage that was done to the wall was a maintenance request for a leak that was coming from the ceiling into the bathroom in the basement that was not properly fixed and cracked two weeks laterThe deck was not damaged in anyway and may have needed to be restained but that should fall under ware and tareThe garage needing to be power washed was clearly not from it being improperly cleanI swept the garage at least every two weeks while living there and made sure it was clean and swept prior to moving outThe cars never leaked so power washing was optionalThere where letters in the living room on the wallDuring the walk through we where told that shouldn't be a problem and the house was kept in great condition and we shouldn't have any problemsIf there was any problem it should've and would've been addressed doing the walk through and on the form that was signed.
Regards,
*** ***

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default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

***, This is my response to the complaint #***: The tenants at the residence at *** *** Kansas City, MO took possession at the property and did not note any issues with the painting or any issues with the property before move inNothing was noted on their move in
documents, which was signed by the tenantThis is because I hired contractors to paint and completely renovate the home before they took possessionWe spent several thousand dollars of our client's money to do thisOur lease states that tenants need to return the property in the condition is was given to themThey simply did notThere was a huge amount of damage to walls throughout the home, and the tenants even put adhesive stickers on the walls which ripped the paint and drywall when it was removedThere was also a lot of damage to the deck that we just stained before they moved inWe also had to clean the home, clean the carpets and power wash the garage out. Our job as property managers is to hold tenants to their lease on behalf of our clientsThis is what we didWhen tenants damage homes and leave it in bad condition, the repairs will always come out of their depositWe have contractor invoices, pictures, move in documentation, and everything necessary to ensure this. -Brent

This is the tenants itemized charges, and I also shared with her: Touch up painting through out home - 100.00Light Cleaning - 75.00Extra cleaning of appliances (food left in fridge) - $75.00[redacted]

Hello [redacted], We resolved this with the tenant directly. Our cleaner over-charged us for this cleaning, so we refunded the [redacted] $130. Their lease states that we automatically take $250 for cleaning, so the $130 is the difference between $380 and $250. All is good! -[redacted]

Our leases are pretty clear....if you damage our client's property you have to pay for the damages. What the owner does with the property after the tenant lives there is their business. Tenants are required to give the property back in the same condition it was given to them and if it is not, we will get those items quoted and will charge appropriately. This is how it works and we enforce this every time.

[redacted],I apologize it took us so long to get back to you. Here is our response:We have visited the property several times to assist Mr. [redacted] with these issues. We are unable to pinpoint a leak or find any evidence of a current leak. No physical water was found at the property. Our...

maintenance staff has located a water stain from a previous leak. Regarding the refrigerator shelf, Mr. [redacted] would not allow us in to the property to replace the shelf but we provided a shelf to the tenant so that they may install the shelf themselves. In reference to the dishwasher, we have instructed Mr. [redacted] on how to load the dishwasher in a manner that will allow the soap dispenser to open during the cycle. The soap dispenser is not opening because dishes are blocking it during the cycle.  We have worked with Mr. [redacted] to complete his maintenance requests in a timely manner. We have had difficulty working with him regarding scheduling to have his maintenance requests completed as he is not available during business hours and will not allow us into the home when he is not there. We are unable to complete maintenance request after hours, with the exception of emergencies.

[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 Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I have sent six emails to [redacted] asking for the receipts for the itemized deductions taken from our rent deposit. I have been requesting these receipts since 12/1/2016. I have yet to have proof as to why there was $132.00 taken for light bulbs and mini blinds and $250.00 for touch up paint. If I am being charged for these specific items, I deserve to see the receipts. How can you charge someone and not have receipts to show them after they have been out of the property for almost three months? I refuse to be taken advantage of and will be taking further action.   
Regards,
[redacted]

[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 Administratively Resolved]Complaint: [redacted]I am rejecting this response because:The paperwork which was mentioned was not given to us that stated that information about the lease or the increase possible increase in the rent.
We only got that information as I stated 3 weeks after all the phone coversations over things they needed to complete the credit report.  Then after they had approved the credit report, they emailed us the lease papers and as we were reading them we noticed this information. 
As I stated in my complaint I think they have a resposibility to disclose information on things such as this while they are showing people the house.  I feel that we were cheated out of are good faith deposit of $1800.00.  Feel that this should be returned in there good faith that they will ammend there mistake.Regards,[redacted]

Ms. [redacted] chose not to move forward with the property because we explained to her that at the end of her lease, if she chose to renew & negotiate a new lease, that there was a chance the rent would increase. The lease sent to Ms. [redacted] explained that if the tenant chose not to negotiate a new...

lease and instead chose a Month to Month option the rent would be increased by 10%. It was explained to Ms. [redacted] that the only way to secure a specific rent for an extended period of time would be to sign a long term lease with an agreed upon rent. Upon receipt of a deposit, our prospective tenants are presented with an Application Agreement for them to fill out and sign. In this agreement, it states that if a tenant is approved and then decides not to move forward with a property, they will forfeit their security deposit. Because Ms. [redacted] was approved for the property and had been sent a lease, when she decided to no longer move forward with the property she forfeited her security deposit. This policy is in place because a  property with an approved application is  removed from marketing and therefore no longer generates leads. We do our best to be up front and honest with all prospective tenants about our processes and procedures.

Per Missouri law the owners of the home can increase the rent at renewal time.  The Owner instructed that the rent be increased by $200.00 or the current tenant would not be able to renew the lease. Based on the location of the home, an increase in rent would bring it up to the market rent of...

other homes in that area.The tenants did not receive the full deposit back because of the condition of the home.  Carpets were damaged from pet urine, which had to be removed throughout the home. We only charged them for a cleaning with was much cheaper than replacement.  There was a hole in the wall in the living room that needed to be patched and painted.  A deep cleaning had to take place in the home before anyone new would be able to occupy the home from the pet and pet urine. There were light bulbs and some mini blinds that needed to be replaced, which are the tenants responsibility per lease agreement signed.  We also only charged the tenant for touch up painting of the home instead of full paint which we thought was fair. The owner of the home is completing this make ready and Voepel has requested the receipts from the owner once completed.  Once receipts have been received from the owner, Voepel will then send those receipts to the tenant per tenant’s request.The security deposit and disposition letter, with an itemized list of charges was mailed to the tenant before the 30 day mark.  Voepel Property Management does not know why that the mail was not received by the previous tenant, nor is that under our control. We follow the tenant law very strictly, to ensure Voepel stays in compliance. Once we were notified that the security deposit had indeed not been received, we stopped payment on the check and issued a new check.  Contact was made with previous tenant with notification of new check and offered to hold the check at the office for immediate pick up, due to the problem with the delivery of the first check. Voepel was not trying to make the tenants go out of there way, but was merely trying to insure that funds were indeed received. Since the tenants refused to pick up the new check, payment was sent by mail.   Since this complaint has been filed, the tenants have received the remaining deposit owed, along with an itemized disposition letter of charges.