Initial Business Response / [redacted] (1000, 5, [redacted] */ We are very sorry that there is a bedbug problem in this resident's apartment The statements that we will not treat the problem, and have not contacted the resident are completely inaccurateWe have been in contact with herPest Control has been in contact with herThey have discussed what is needed for the treatment of her apartment and have set the time for the treatment with herAlso the hallways have already been treated When ownership of this property changed hands at the beginning of it was discovered that multiple units in the apartment complex had bedbugsThis was a surprise to the new owner and we spent a great deal of time and expense [redacted] to treat and rid the apartments of bedbugsThe apartments were given certification that they were free of bedbugs mid This is a new problem and not something that is ongoing We also notified all of the residents in this complex that we were making renter's insurance available to everyone that would cover their contents and bedbug treatments should they become necessary past that dateThis resident chose not to take that coverage We worked hard to find this coverage and set up this option for all of our residents because we do not provide coverage for resident's contents and bedbug treatments are at the resident's expense We are very sorry that she did not opt to get renter's insurance We have also been in contact with this resident on what we could do to try to help her with this situationEven though she was notified in writing that the cost of bedbug treatments are the responsibility of the resident we have waived that cost [redacted] Additionally we have waived one month's rent for the resident [redacted] So in total we have waived [redacted] for this residentSO it is also inaccurate to say we would not help compensate any of her expenses We feel that this [redacted] is more than fair as she had the option to take the insurance that would have covered her costs in this situation Again I am very sorry that this issue has presented itself and we will continue to work with the pest control company and the resident until the problem is resolved Initial Consumer Rebuttal / [redacted] (3000, 7, [redacted] ) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no notification of apartments being bug freeIn fact the only reason I am aware of the prior units being infested in the first place was through other than At Home Real EstateI have lived hear [redacted] and never had a bug problemThe infestation is mainly in hallwayThey never responded to complaint until I contacted accounting departmentThe pest control didn't even hear from themIt was my taking action and calling an associate that owns a pest control company and he contacted ***, the owner of the pest control company over this buildingHe also contacted AT Home Real Estate ServicesThis infestation did not come from the apartmentsThe expert witness saw and I took video of the bedbugs crawling in hallway and entering apartment doorsIt is not a new infestationIt is caused from the remodeling of prior infested unitsIf the units were bug free, then why would someone be concerned with insurance for bedbugs? This offer was only three months before these clean units showed sign of any kind infestationI have expert licensed pest control tell me that they were in the walls and spread from the remodelingHe also stated that it wasn't any of these units that started the infestationThe tenant next to me has been to Drover bed bug bitesEven after knowledge and after they contacted me, there has not been anyone from the company investigate the problem and I have asked tentant's in the building if At Home even made them aware that the building was infested and not a single person was awareIt is law for landlord to make it aware to tenants if there is an infestationThe only person that has let me know that he will be spraying is the owner of the pest company himself, not At Home Real Estate Final Business Response / [redacted] (4000, 9, [redacted] ) */ At home has written documentation of our contact with the residentAlso the contact from the Pest Control Company is because we hired and sent the Pest Control Company to assess and treat the problemWe are a property management company and are not able to treat the problem ourselvesWhen a maintenance problem comes in we sent out the request to the proper maintenance providers and they contact the resident to set up a time to come address the problemThat has happened When the original problem was found, every unit in the complex was checked and every unit with an issue treatedThe Pest Control company was at the complex daily and weekly working on the issue until it was completely resolvedThey gave At Home the certification that all units were bedbug freeT resident was not involved in the process that took us extensive time and effort and expense, neither was anyone else she has had look at the issue that is currently present Unfortunately there is a problem againThe resident has let us know and we have Pest Control working with the resident to resolve the issue As to the insurance, we offer it to everyone in apartment complexes as bedbugs are a growing problem in this areaAs our lease reads that Residents are responsible to pay for the bedbug treatments and we do not cover any expenses for lost furniture or belongings due to an infestation we went out and found an insurance company that would cover bedbug treatments and the resident's contentsThat is not offered by all insurance companies and also took a great deal of time and effort on our part to get this in placeThis was offered to this resident in September and she decided not to get this renter's insurance We have waived $for her in an attempt to help her in this situation Again we feel this is a fair attempt to resolve her complaint
Initial Business Response / [redacted] (1000, 5, 2017/01/04) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @athomehere.com I would like to start by saying we are very sorry that you are not happy with our servicesWe try very hard to make sure that as much information as possible is available for everyone before, throughout and after the application process I will start by addressing the holding feeBefore you fill out an application there is a page titled "Before You Begin" that outlines the application process, what you will need to complete the application, and the Holding Fee Agreement The Holding Fee Agreement reads as follows - Holding Fee Agreement: Any Consideration tendered by the Applicant, security deposit or otherwise (excluding the application fee), will be construed as a "holding fee" for this and or any address available with At Home Real Estate Services until the applicant signs a lease and takes possession of the designated rental unitThis "holding fee" may not be refunded should an Applicant be approved and decide not to move in When you fill out the application it asks you if you have read and if you agree with the Holding Fee AgreementThis was marked yes on your application We held the property for you from the 9th until the 18th excluding any other possible residents from seeing or applying for this propertyBecause the home was held for you and you agreed to the Holding Fee Agreement we are not able to refund the holding fee you placed on the home While we do understand your frustration, the reason we have this agreement and the reason we have every applicant agree to this agreement, is because it is difficult if not impossible to say exactly what would have happened if we had not held the property and we had continued to show it to other residents interested in this propertyIt is very possible that it would have rented and the owner would have income for JanuaryAs it stands the property has not leased again and the owner does not have income coming in for JanuaryThe holding fee will help offset this loss As to the ways we have for residents to payWe take money orders, cashier's check and online echeck payments all for free As to the lease and renter's insurance being requiredAll of our listings can be found on our website Athomehere.com and all of our listings will state if renter's insurance is requiredThe website also has a sample lease for you to read through if desiredAlso we are available via email and by phone to answer any questions you may have about the application process, renter's insurance, the lease, how we take payments etc Again I am sorry that things did not work outWe are still more than happy to rent the home on Nicholas to you and apply the $towards your security deposit Thank you [redacted] Owner of At Home Real Estate Services
The resident signed and agreed to the holding fee agreement that states: Holding Fee Agreement: Any Consideration tendered by the Applicant, security deposit or otherwise (excluding the application fee), will be construed as a "holding fee" for this and or any address available with At Home Real Estate Services until the applicant signs a lease and takes possession of the designated rental unitThis "holding fee" may not be refunded should an Applicant be approved and decide not to move inIn this case the resident was approved the deposit put down and the home held as of Friday August 11thBecause of this approval we turned away other qualified applicants and no longer had the home listed The resident's move in date was set to be August 14thOn August 14th the resident decided not to take the home and requested a refund We explained that per the holding fee agreement that it was not refundable We are working to see if we are able to find new residents for the home but we do not have anyone else to move in todayThe owner had a reasonable expectation of the home being rented and receiving rental income as of August 14th and that is no longer the caseThe holding fee agreement helps protect owners against losses such as these We are very sorry about the death in the family and we are more than willing to see if we can refund a portion of the holding fee but we will not know if that will be possible until we see what date a new resident moves into this property and what the owner's final loss totals We are very sorry
Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ To Whom It May Concern, [redacted] and [redacted] had put a deposit down on a property in the form of a money orderAfter being approved they later came back to us to let us know that they were still in a lease and were not going to be able to take the homeThe [redacted] 's had agreed in writing that once a house was held for them the deposit would become nonrefundableBut we worked with the [redacted] 's and let them know if we were able to rent the property out within a certain amount of time we would refund their depositWe were able to rerent the property and we contacted the [redacted] 's to let them know we would be able to refund the deposit money order At that point they had two options which we explained to them They could take the filled out money order back and get it refunded from the money order company directlyIt typically takes 2-weeks for a refund from the money order company They could let us deposit the money order and once the money order company had confirmed that the money order had cleared its bank we would then cut the [redacted] 's a check They choose the second optionIt typically takes around weeks for a check to clear and in this case it took that amount of timeWe are sorry they felt that this was too long a period and that a Revdex.com complaint was necessary We worked with them to get the money back that the owner did not have to refundWe did as they requested and did the leg work of depositing the money order and checked on it every day to see if it had clearedWe cut them a check once it had and called them so they could pick it upAll of which had happened before we were ever notified of this complaint At this time we ask that this case be closed as they have already received their deposit back and it was never in question that they would Thank you [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX x Contact Email: [redacted] @athomehere.com At Home moves forward with all applications received on a house until there is an approved application with a deposit in place When there are multiple applications that come in the home goes to first applicants with an approved application and a paid depositWe never take application fees in a malicious manner, nor are we trying to rent a house out from under someoneIf someone is approved with a deposit down the home is held for that person and no longer shown and any other applicants are made aware of the situation In this situation the [redacted] 's looked at the home on June 26th in the midst of appointments at the same home between 3pm and 4pmMs [redacted] put her application in on June 26th but Mr [redacted] did not turn his application in until June 30thLater that day, on the 30th, another set of applications were approved and they turned their deposit inWe then called and spoke with Ms [redacted] letting her know that the property was held for someone else but to keep an eye on our website as we get new properties all the time and that we would also look for anything that would work for themAdditionally we followed up with Mr [redacted] last week to see if they had found anything else that would work for themIn all of the contact we have had with the [redacted] 's the application fee was never discussed and they did not request a refund We charge an application fee to cover the costs associated with processing the applicationsThe [redacted] 's applications were processed and costs were incurredDespite this we are willing to refund their application fee We do wish they had taken a moment to ask us before submitting a Revdex.com complaint as we would have been willing to refund the fee for them without this step being taken
This has already been resolved and a settlement signed and agreed to with the resident and her cosigners I have attached the signed and agreed to arrangement Also here are the emails sent to them on this matterAugust 23rd 2017- Good Afternoon, Thank you for emailing me your concerns We want everyone to have a great home to live in so I spent some time this afternoon checking into this I have broken my reply into sections belowPest Control The first request we have on pest control from *** was on Friday 8-18-We sent that request out to the pest control company and they were there that same day He treated the kitchen, the hallway and the bathroomI checked all of the work orders on the apartments around Rback to the beginning of June and there are no other reported roach issuesI also know that pest control was scheduled to go back today We do not control their schedule as it is a company we subcontract the work out to We do this to ensure that a professional company is treating the issue and it is not just one of our maintenance people with an over the counter spray This is what I have from his report from todayHi [redacted] ,She said that she has seen about 5-roaches in totalToday we saw one on a glue board & one dead one on the baseboard She has put her own chemical down and we explained that will counteract our chemicalI asked her to cleaned her chemical up and let me know when that was doneI let her know what we would be back within hours of her call We didn't see any other signs other than what is noted in this e-mail.Thank youIf you would like more information from the pest control company you can reach him directly at 417-XXXXXXX We do treat the apartments for pest control quarterly and the pest control company will come back for call backs anytime there is a problem between treatments in case there are any issues going forward.The LeakThe leak was reported on 8-and was immediately sent out to a maintenance person who called ***, and she set the time for him to come out for 2:30pm todayWhen I got your email I sent our director of maintenance to the apartment today to check on everything and he found that it is wax ring on the toilet He tightened the toilet while he was there and scheduled a new person to go tomorrow to pull the toilet and get a new wax ring installed as that was more than he could do himself todayThese items do not make the apartment unlivable and we are not ignoring these issues, we are also not refusing to repair these issuesWe are sorry that you are upset, but we are doing everything we possibly can to resolve the issues that have been reported in a very timely manner.Lease BreakThe lease does give the following option if you are wanting to break the lease __X__B(Everyone Moving Early - Buyout) In the event that Tenant wishes to vacate the leased premises before the expiration of the term provided herein, Tenant must give Landlord thirty (30) days advance written notice and pay a FEE equal to two (2) month’s rent plus retention of the damage deposit in advance Landlord may, at its option, release Tenant from further liability for future rent here under by acceptance of the payment of a FEE equal to two (2) month’s rent plus retention of the damage deposit This shall constitute a reasonable sum as and for liquidated damages, it being further agreed that the Landlord's damages in such event would be difficult, if not impossible, to ascertain Landlord shall be deemed to have exercised its option in this regard only by accepting the payment and tendering a proper release form to Tenant This clause is contingent upon Tenant surrendering the premises in a timely manner and in good condition, ordinary wear and tear accepted.Hopefully this information is helpfulLet me know if you have any questionsThank you [redacted] Additionally on August 23rd when the apartment was checked again there were no bugs found dead or alive At Home responded to all maintenance requests in a very timely manner, resolved the issues, and waived a portion of the lease break to resolve this matter and that resolution was signed and agreed to Thank youAt Home
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ I want to start off by saying we take all complaints very seriously and put a lot of time and effort into researching what happened so we can speak factually on what happened It is our job to rent houses to qualified individualsIf we are not renting homes out we are not making any moneySo while we are human and we do make mistakes we are never willfully trying to not be truthful or dishonest That being said I we have recently grown the company and hired two new employeesWe have gone to great lengths to give them the necessary training and we have bi weekly meetings on the applications to try to ensure that things are running smoothlyBut in this case there were things that went wrong on both sides On Friday 8-21-at 12:pm and 1:10pm we received the applications for [redacted] and ***On Saturday 8-22-at 9:am we got a second application for NonaThis application should have been for [redacted] and this started the problems that followedWe did not get [redacted] 's application until Thursday 8-at 11:10am I am not able to check the calls that may have gone out via cell phones from the agents - and I know there were calls from the agents as it is mentioned in the calls that are recorded through the officeBut with that being said I do not have any calls made from the office to [redacted] informing her that we got Nona's application twiceThat is a fail on our sideOnce [redacted] knew that we did not get her application she immediately submitted itAlso [redacted] 's application DID have the items attached that we neededIt is a fail on our part that we did not catch that and part of the employee being new I have listened to all the calls with [redacted] and Nona and we never stated that there were no other applications on the propertyOn Tuesday 9-1-another application did come in with everything it needed to present it to the owner and the agent - thinking we were still waiting on info for this application still - took the new application to the owner and it was approved on Wednesday 9-2- We messed up in that we did not get back with [redacted] on the fact that we did not have her application in with the other two applicationsWe messed up in that we did not communicate what was going on well enough with [redacted] and in the fact that she was the one making contact with usAnd we messed up that her application was not submitted with the other one that came inI am very sorry for this and we will use this as a training tool for the new employees to try to help ensure that it does not happen again We are more than happy to refund all of the application fees and moreover we would like to send [redacted] and her family a $gift card to reimburse them for their gas and time and as attempt at a sincere apology that this did not work out the way it should have With all that being said I want to also state that I am very distraught that [redacted] would imply that we did anything based on the fact that she was a veteranWe treat everyone the same across the board but we greatly respect veterans and the service they provide our countryNot only is my husband an Army veteran of years, he also spent two and a half years in Iraq and has + years of police service under his beltAnd Travis, one of our new employees, is a Marine veteran with years of service given to our country, and was hired in part because of his service to our countryIt is 100% not accurate to say that we would do anything untoward due to a person being a veteran Please let me know if I can answer any other questions or help in any wayAgain I am very sorry for our failures in this situation Michelle [redacted] - Owner of At Home Real Estate Services
Initial Business Response / [redacted] (1000, 5, [redacted] */ We are very sorry that there is a bedbug problem in this resident's apartment The statements that we will not treat the problem, and have not contacted the resident are completely inaccurateWe have been in contact with herPest Control has been in contact with herThey have discussed what is needed for the treatment of her apartment and have set the time for the treatment with herAlso the hallways have already been treated When ownership of this property changed hands at the beginning of it was discovered that multiple units in the apartment complex had bedbugsThis was a surprise to the new owner and we spent a great deal of time and expense [redacted] to treat and rid the apartments of bedbugsThe apartments were given certification that they were free of bedbugs mid This is a new problem and not something that is ongoing We also notified all of the residents in this complex that we were making renter's insurance available to everyone that would cover their contents and bedbug treatments should they become necessary past that dateThis resident chose not to take that coverage We worked hard to find this coverage and set up this option for all of our residents because we do not provide coverage for resident's contents and bedbug treatments are at the resident's expense We are very sorry that she did not opt to get renter's insurance We have also been in contact with this resident on what we could do to try to help her with this situationEven though she was notified in writing that the cost of bedbug treatments are the responsibility of the resident we have waived that cost [redacted] Additionally we have waived one month's rent for the resident [redacted] So in total we have waived [redacted] for this residentSO it is also inaccurate to say we would not help compensate any of her expenses We feel that this [redacted] is more than fair as she had the option to take the insurance that would have covered her costs in this situation Again I am very sorry that this issue has presented itself and we will continue to work with the pest control company and the resident until the problem is resolved Initial Consumer Rebuttal / [redacted] (3000, 7, [redacted] ) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no notification of apartments being bug freeIn fact the only reason I am aware of the prior units being infested in the first place was through other than At Home Real EstateI have lived hear [redacted] and never had a bug problemThe infestation is mainly in hallwayThey never responded to complaint until I contacted accounting departmentThe pest control didn't even hear from themIt was my taking action and calling an associate that owns a pest control company and he contacted ***, the owner of the pest control company over this buildingHe also contacted AT Home Real Estate ServicesThis infestation did not come from the apartmentsThe expert witness saw and I took video of the bedbugs crawling in hallway and entering apartment doorsIt is not a new infestationIt is caused from the remodeling of prior infested unitsIf the units were bug free, then why would someone be concerned with insurance for bedbugs? This offer was only three months before these clean units showed sign of any kind infestationI have expert licensed pest control tell me that they were in the walls and spread from the remodelingHe also stated that it wasn't any of these units that started the infestationThe tenant next to me has been to Drover bed bug bitesEven after knowledge and after they contacted me, there has not been anyone from the company investigate the problem and I have asked tentant's in the building if At Home even made them aware that the building was infested and not a single person was awareIt is law for landlord to make it aware to tenants if there is an infestationThe only person that has let me know that he will be spraying is the owner of the pest company himself, not At Home Real Estate Final Business Response / [redacted] (4000, 9, [redacted] ) */ At home has written documentation of our contact with the residentAlso the contact from the Pest Control Company is because we hired and sent the Pest Control Company to assess and treat the problemWe are a property management company and are not able to treat the problem ourselvesWhen a maintenance problem comes in we sent out the request to the proper maintenance providers and they contact the resident to set up a time to come address the problemThat has happened When the original problem was found, every unit in the complex was checked and every unit with an issue treatedThe Pest Control company was at the complex daily and weekly working on the issue until it was completely resolvedThey gave At Home the certification that all units were bedbug freeT resident was not involved in the process that took us extensive time and effort and expense, neither was anyone else she has had look at the issue that is currently present Unfortunately there is a problem againThe resident has let us know and we have Pest Control working with the resident to resolve the issue As to the insurance, we offer it to everyone in apartment complexes as bedbugs are a growing problem in this areaAs our lease reads that Residents are responsible to pay for the bedbug treatments and we do not cover any expenses for lost furniture or belongings due to an infestation we went out and found an insurance company that would cover bedbug treatments and the resident's contentsThat is not offered by all insurance companies and also took a great deal of time and effort on our part to get this in placeThis was offered to this resident in September and she decided not to get this renter's insurance We have waived $for her in an attempt to help her in this situation Again we feel this is a fair attempt to resolve her complaint
Initial Business Response / [redacted] (1000, 5, 2017/01/04) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @athomehere.com I would like to start by saying we are very sorry that you are not happy with our servicesWe try very hard to make sure that as much information as possible is available for everyone before, throughout and after the application process I will start by addressing the holding feeBefore you fill out an application there is a page titled "Before You Begin" that outlines the application process, what you will need to complete the application, and the Holding Fee Agreement The Holding Fee Agreement reads as follows - Holding Fee Agreement: Any Consideration tendered by the Applicant, security deposit or otherwise (excluding the application fee), will be construed as a "holding fee" for this and or any address available with At Home Real Estate Services until the applicant signs a lease and takes possession of the designated rental unitThis "holding fee" may not be refunded should an Applicant be approved and decide not to move in When you fill out the application it asks you if you have read and if you agree with the Holding Fee AgreementThis was marked yes on your application We held the property for you from the 9th until the 18th excluding any other possible residents from seeing or applying for this propertyBecause the home was held for you and you agreed to the Holding Fee Agreement we are not able to refund the holding fee you placed on the home While we do understand your frustration, the reason we have this agreement and the reason we have every applicant agree to this agreement, is because it is difficult if not impossible to say exactly what would have happened if we had not held the property and we had continued to show it to other residents interested in this propertyIt is very possible that it would have rented and the owner would have income for JanuaryAs it stands the property has not leased again and the owner does not have income coming in for JanuaryThe holding fee will help offset this loss As to the ways we have for residents to payWe take money orders, cashier's check and online echeck payments all for free As to the lease and renter's insurance being requiredAll of our listings can be found on our website Athomehere.com and all of our listings will state if renter's insurance is requiredThe website also has a sample lease for you to read through if desiredAlso we are available via email and by phone to answer any questions you may have about the application process, renter's insurance, the lease, how we take payments etc Again I am sorry that things did not work outWe are still more than happy to rent the home on Nicholas to you and apply the $towards your security deposit Thank you [redacted] Owner of At Home Real Estate Services
The resident signed and agreed to the holding fee agreement that states: Holding Fee Agreement: Any Consideration tendered by the Applicant, security deposit or otherwise (excluding the application fee), will be construed as a "holding fee" for this and or any address available with At Home Real Estate Services until the applicant signs a lease and takes possession of the designated rental unitThis "holding fee" may not be refunded should an Applicant be approved and decide not to move inIn this case the resident was approved the deposit put down and the home held as of Friday August 11thBecause of this approval we turned away other qualified applicants and no longer had the home listed The resident's move in date was set to be August 14thOn August 14th the resident decided not to take the home and requested a refund We explained that per the holding fee agreement that it was not refundable We are working to see if we are able to find new residents for the home but we do not have anyone else to move in todayThe owner had a reasonable expectation of the home being rented and receiving rental income as of August 14th and that is no longer the caseThe holding fee agreement helps protect owners against losses such as these We are very sorry about the death in the family and we are more than willing to see if we can refund a portion of the holding fee but we will not know if that will be possible until we see what date a new resident moves into this property and what the owner's final loss totals We are very sorry
Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ To Whom It May Concern, [redacted] and [redacted] had put a deposit down on a property in the form of a money orderAfter being approved they later came back to us to let us know that they were still in a lease and were not going to be able to take the homeThe [redacted] 's had agreed in writing that once a house was held for them the deposit would become nonrefundableBut we worked with the [redacted] 's and let them know if we were able to rent the property out within a certain amount of time we would refund their depositWe were able to rerent the property and we contacted the [redacted] 's to let them know we would be able to refund the deposit money order At that point they had two options which we explained to them They could take the filled out money order back and get it refunded from the money order company directlyIt typically takes 2-weeks for a refund from the money order company They could let us deposit the money order and once the money order company had confirmed that the money order had cleared its bank we would then cut the [redacted] 's a check They choose the second optionIt typically takes around weeks for a check to clear and in this case it took that amount of timeWe are sorry they felt that this was too long a period and that a Revdex.com complaint was necessary We worked with them to get the money back that the owner did not have to refundWe did as they requested and did the leg work of depositing the money order and checked on it every day to see if it had clearedWe cut them a check once it had and called them so they could pick it upAll of which had happened before we were ever notified of this complaint At this time we ask that this case be closed as they have already received their deposit back and it was never in question that they would Thank you [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX x Contact Email: [redacted] @athomehere.com At Home moves forward with all applications received on a house until there is an approved application with a deposit in place When there are multiple applications that come in the home goes to first applicants with an approved application and a paid depositWe never take application fees in a malicious manner, nor are we trying to rent a house out from under someoneIf someone is approved with a deposit down the home is held for that person and no longer shown and any other applicants are made aware of the situation In this situation the [redacted] 's looked at the home on June 26th in the midst of appointments at the same home between 3pm and 4pmMs [redacted] put her application in on June 26th but Mr [redacted] did not turn his application in until June 30thLater that day, on the 30th, another set of applications were approved and they turned their deposit inWe then called and spoke with Ms [redacted] letting her know that the property was held for someone else but to keep an eye on our website as we get new properties all the time and that we would also look for anything that would work for themAdditionally we followed up with Mr [redacted] last week to see if they had found anything else that would work for themIn all of the contact we have had with the [redacted] 's the application fee was never discussed and they did not request a refund We charge an application fee to cover the costs associated with processing the applicationsThe [redacted] 's applications were processed and costs were incurredDespite this we are willing to refund their application fee We do wish they had taken a moment to ask us before submitting a Revdex.com complaint as we would have been willing to refund the fee for them without this step being taken
This has already been resolved and a settlement signed and agreed to with the resident and her cosigners I have attached the signed and agreed to arrangement Also here are the emails sent to them on this matterAugust 23rd 2017- Good Afternoon, Thank you for emailing me your concerns We want everyone to have a great home to live in so I spent some time this afternoon checking into this I have broken my reply into sections belowPest Control The first request we have on pest control from *** was on Friday 8-18-We sent that request out to the pest control company and they were there that same day He treated the kitchen, the hallway and the bathroomI checked all of the work orders on the apartments around Rback to the beginning of June and there are no other reported roach issuesI also know that pest control was scheduled to go back today We do not control their schedule as it is a company we subcontract the work out to We do this to ensure that a professional company is treating the issue and it is not just one of our maintenance people with an over the counter spray This is what I have from his report from todayHi [redacted] ,She said that she has seen about 5-roaches in totalToday we saw one on a glue board & one dead one on the baseboard She has put her own chemical down and we explained that will counteract our chemicalI asked her to cleaned her chemical up and let me know when that was doneI let her know what we would be back within hours of her call We didn't see any other signs other than what is noted in this e-mail.Thank youIf you would like more information from the pest control company you can reach him directly at 417-XXXXXXX We do treat the apartments for pest control quarterly and the pest control company will come back for call backs anytime there is a problem between treatments in case there are any issues going forward.The LeakThe leak was reported on 8-and was immediately sent out to a maintenance person who called ***, and she set the time for him to come out for 2:30pm todayWhen I got your email I sent our director of maintenance to the apartment today to check on everything and he found that it is wax ring on the toilet He tightened the toilet while he was there and scheduled a new person to go tomorrow to pull the toilet and get a new wax ring installed as that was more than he could do himself todayThese items do not make the apartment unlivable and we are not ignoring these issues, we are also not refusing to repair these issuesWe are sorry that you are upset, but we are doing everything we possibly can to resolve the issues that have been reported in a very timely manner.Lease BreakThe lease does give the following option if you are wanting to break the lease __X__B(Everyone Moving Early - Buyout) In the event that Tenant wishes to vacate the leased premises before the expiration of the term provided herein, Tenant must give Landlord thirty (30) days advance written notice and pay a FEE equal to two (2) month’s rent plus retention of the damage deposit in advance Landlord may, at its option, release Tenant from further liability for future rent here under by acceptance of the payment of a FEE equal to two (2) month’s rent plus retention of the damage deposit This shall constitute a reasonable sum as and for liquidated damages, it being further agreed that the Landlord's damages in such event would be difficult, if not impossible, to ascertain Landlord shall be deemed to have exercised its option in this regard only by accepting the payment and tendering a proper release form to Tenant This clause is contingent upon Tenant surrendering the premises in a timely manner and in good condition, ordinary wear and tear accepted.Hopefully this information is helpfulLet me know if you have any questionsThank you [redacted] Additionally on August 23rd when the apartment was checked again there were no bugs found dead or alive At Home responded to all maintenance requests in a very timely manner, resolved the issues, and waived a portion of the lease break to resolve this matter and that resolution was signed and agreed to Thank youAt Home
Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ I want to start off by saying we take all complaints very seriously and put a lot of time and effort into researching what happened so we can speak factually on what happened It is our job to rent houses to qualified individualsIf we are not renting homes out we are not making any moneySo while we are human and we do make mistakes we are never willfully trying to not be truthful or dishonest That being said I we have recently grown the company and hired two new employeesWe have gone to great lengths to give them the necessary training and we have bi weekly meetings on the applications to try to ensure that things are running smoothlyBut in this case there were things that went wrong on both sides On Friday 8-21-at 12:pm and 1:10pm we received the applications for [redacted] and ***On Saturday 8-22-at 9:am we got a second application for NonaThis application should have been for [redacted] and this started the problems that followedWe did not get [redacted] 's application until Thursday 8-at 11:10am I am not able to check the calls that may have gone out via cell phones from the agents - and I know there were calls from the agents as it is mentioned in the calls that are recorded through the officeBut with that being said I do not have any calls made from the office to [redacted] informing her that we got Nona's application twiceThat is a fail on our sideOnce [redacted] knew that we did not get her application she immediately submitted itAlso [redacted] 's application DID have the items attached that we neededIt is a fail on our part that we did not catch that and part of the employee being new I have listened to all the calls with [redacted] and Nona and we never stated that there were no other applications on the propertyOn Tuesday 9-1-another application did come in with everything it needed to present it to the owner and the agent - thinking we were still waiting on info for this application still - took the new application to the owner and it was approved on Wednesday 9-2- We messed up in that we did not get back with [redacted] on the fact that we did not have her application in with the other two applicationsWe messed up in that we did not communicate what was going on well enough with [redacted] and in the fact that she was the one making contact with usAnd we messed up that her application was not submitted with the other one that came inI am very sorry for this and we will use this as a training tool for the new employees to try to help ensure that it does not happen again We are more than happy to refund all of the application fees and moreover we would like to send [redacted] and her family a $gift card to reimburse them for their gas and time and as attempt at a sincere apology that this did not work out the way it should have With all that being said I want to also state that I am very distraught that [redacted] would imply that we did anything based on the fact that she was a veteranWe treat everyone the same across the board but we greatly respect veterans and the service they provide our countryNot only is my husband an Army veteran of years, he also spent two and a half years in Iraq and has + years of police service under his beltAnd Travis, one of our new employees, is a Marine veteran with years of service given to our country, and was hired in part because of his service to our countryIt is 100% not accurate to say that we would do anything untoward due to a person being a veteran Please let me know if I can answer any other questions or help in any wayAgain I am very sorry for our failures in this situation Michelle [redacted] - Owner of At Home Real Estate Services