To Whom It May Concern, [redacted] was a tenant of ours and moved out in October On October 28th at 10:am our employee Jane conducted her move-out inspection and [redacted] was presentThis is an account from our employee of what happened at the inspection: "I did the inspection and found that the dishwasher, microwave, oven drawer, behind the fridge were not cleanThe kitchen lite cover was full of bugs and top of cabinets needed to be checked [redacted] told me she was mad because she had cleaned for days and went out onto the patio to talk on the phoneI continued my inspection and found toilets, fan covers, doors and master tub needed cleaned.' The drip pans needed replaced as well as furnace filterOne clear vanity bulb was broken in socket On the maintenance side, I found the paint toudid not matchSome nail holes needed filledFront door needed painted and back bedroom doorI asked maintenance to refinish some cabinets and to check one door for damage that had been broken off and glued back togetherMoving boxes and paper were left and I asked they be hauled off." All of this was shared with [redacted] during the inspectionShe got upset and claimed the apartment was dirty when she moved inWe give all of our tenants the opportunity to fill out a report when they move in so they won't be charged anything upon move-out that was wrong to begin withWe give them a full month to do so and clearly state in the lease that if this is not returned we assume the property to be in White Glove Checklist condition, [redacted] did not take advantage of this opportunityI've attached a copy of the white glove checklist, the notes that were taken during the inspection, a copy of her lease that outlines this policy If during the course of an inspection things come up that will take additional time it is our policy that the inspection is final as to not interfere with the timeline we have to get units ready to re-rentIf we had to come back multiple times to re-inspect and give tenants more chances it would create chaos and the line has to be drawn somewhereWhich is why we give our tenants very clear instructions of what needs to happen during move out with the white-glove checklist that is given upon moand move-out We appreciate [redacted] effort to have a painting company fix the nail holes she created as the checklist requires, however the paint they used clearly did not match and that had to be fixed [redacted] called our office unhappy on 12/about the amount of her deposit that was returnedOur employee Amy tried to go through the charges with [redacted] but [redacted] hung up on her when she tried to tell her what the charges were forShe then emailed us on December ***, we again let her know what was cleaned, how long the cleaning people charged us for, the maintenance items that were done and about the door charge from KVO (which our person told her she was checking on) and she accused us of lyingShe then submitted an online review which we responded to again with the items she had been charged forKVO can verify the repair, we've also attached the receipt for thatAll of our maintenance people and cleaning people can verify the state of the apartment if she would likeI am sorry she is upset, we don't doubt that she worked hard to clean it but we very clearly laid out our expectations of what needed to be done and those items weren't doneShe did receive $back of her $deposit$is automatically held out for carpet cleaning and detailed in the leaseIf tenants have disputes about deposits, we are always willing to work with them if they remain calm and rational and we explain it all to them and can usually come to an agreementWe feel we have been very fair and detailed all the charges and will not be returning any more money Sincerely, Chandler D**
***DOCUMENT ATTACHED [redacted] did rent from us starting July 30th, until she gave us a written notice to move out April 15th She did return the property condition report back to us in a timely mannerThis report gives the tenants a chance to list any items they don't want to be responsible for when they move outThe items listed on the condition report referred to cosmetic items such as hall door sticks, blind on patio door doesn't open correctly, oven burner doesn't work all the time, etc., etcThe items on the report did not mention anything pertaining to cleanliness and [redacted] wasn't charged for anything on her condition report.We notified [redacted] of the inspection scheduled for April 181h @ 11:OOAM and we suggest that the tenant be at the inspection This gives us a chance to show tenants what we see and what still needs completedI understand people get busy and why they may not make it to the inspection but this is the appropriate time to discuss property conditionWe would have been happy to schedule a different time to accommodate her schedule but this wasn't requested.We have the opinion of Jane that inspected and also the opinions of our cleaner and maintenance personel that the items we cleaned were needed.Because of these reasons I feel we were sensible and accurate in the charge
To Whom It May Concern, [redacted] was a tenant of ours and moved out in October On October 28th at 10:am our employee Jane conducted her move-out inspection and [redacted] was presentThis is an account from our employee of what happened at the inspection: "I did the inspection and found that the dishwasher, microwave, oven drawer, behind the fridge were not cleanThe kitchen lite cover was full of bugs and top of cabinets needed to be checked [redacted] told me she was mad because she had cleaned for days and went out onto the patio to talk on the phoneI continued my inspection and found toilets, fan covers, doors and master tub needed cleaned.' The drip pans needed replaced as well as furnace filterOne clear vanity bulb was broken in socket On the maintenance side, I found the paint toudid not matchSome nail holes needed filledFront door needed painted and back bedroom doorI asked maintenance to refinish some cabinets and to check one door for damage that had been broken off and glued back togetherMoving boxes and paper were left and I asked they be hauled off." All of this was shared with [redacted] during the inspectionShe got upset and claimed the apartment was dirty when she moved inWe give all of our tenants the opportunity to fill out a report when they move in so they won't be charged anything upon move-out that was wrong to begin withWe give them a full month to do so and clearly state in the lease that if this is not returned we assume the property to be in White Glove Checklist condition, [redacted] did not take advantage of this opportunityI've attached a copy of the white glove checklist, the notes that were taken during the inspection, a copy of her lease that outlines this policy If during the course of an inspection things come up that will take additional time it is our policy that the inspection is final as to not interfere with the timeline we have to get units ready to re-rentIf we had to come back multiple times to re-inspect and give tenants more chances it would create chaos and the line has to be drawn somewhereWhich is why we give our tenants very clear instructions of what needs to happen during move out with the white-glove checklist that is given upon moand move-out We appreciate [redacted] effort to have a painting company fix the nail holes she created as the checklist requires, however the paint they used clearly did not match and that had to be fixed [redacted] called our office unhappy on 12/about the amount of her deposit that was returnedOur employee Amy tried to go through the charges with [redacted] but [redacted] hung up on her when she tried to tell her what the charges were forShe then emailed us on December ***, we again let her know what was cleaned, how long the cleaning people charged us for, the maintenance items that were done and about the door charge from KVO (which our person told her she was checking on) and she accused us of lyingShe then submitted an online review which we responded to again with the items she had been charged forKVO can verify the repair, we've also attached the receipt for thatAll of our maintenance people and cleaning people can verify the state of the apartment if she would likeI am sorry she is upset, we don't doubt that she worked hard to clean it but we very clearly laid out our expectations of what needed to be done and those items weren't doneShe did receive $back of her $deposit$is automatically held out for carpet cleaning and detailed in the leaseIf tenants have disputes about deposits, we are always willing to work with them if they remain calm and rational and we explain it all to them and can usually come to an agreementWe feel we have been very fair and detailed all the charges and will not be returning any more money Sincerely, Chandler D**
***DOCUMENT ATTACHED [redacted] did rent from us starting July 30th, until she gave us a written notice to move out April 15th She did return the property condition report back to us in a timely mannerThis report gives the tenants a chance to list any items they don't want to be responsible for when they move outThe items listed on the condition report referred to cosmetic items such as hall door sticks, blind on patio door doesn't open correctly, oven burner doesn't work all the time, etc., etcThe items on the report did not mention anything pertaining to cleanliness and [redacted] wasn't charged for anything on her condition report.We notified [redacted] of the inspection scheduled for April 181h @ 11:OOAM and we suggest that the tenant be at the inspection This gives us a chance to show tenants what we see and what still needs completedI understand people get busy and why they may not make it to the inspection but this is the appropriate time to discuss property conditionWe would have been happy to schedule a different time to accommodate her schedule but this wasn't requested.We have the opinion of Jane that inspected and also the opinions of our cleaner and maintenance personel that the items we cleaned were needed.Because of these reasons I feel we were sensible and accurate in the charge