RE: RESPONSE TO COMPLAINT ID: [redacted] ( [redacted] )Dear Ms [redacted] :When this tenant moved into the property at [redacted] on February 8, 2012, it was in beautiful condition (Photos available), sparkling clean throughout with brand new flooring and appliancesWehave attached copies of the paid invoices reflecting the amount of work and expense that went into the house in preparation for their move-inIn contrast, when they moved out on March 31, 2015, the house was filthy and carpets ruined, (photos available) There were heavy cobwebs throughout, thick dirt on all surfaces, including doors &ceiling fans and the carpet filthy beyond rescueWe have received an estimate from a local contractor outlining the work and expense needed to return the house to rentable condition (copy attached)We cannot show the house to prospective renters while it is in this condition therefore we will suffer extensive vacancy lossThese tenants have been delinquent with their rent since October 2014, and moved out at the end of March without paying the last month's rent (balance due including late fee $930.00)Arrears Notices were sent or times a month, every month so the tenant was fully aware of the balance dueWhen we Inspected the unit after their move-out we contacted them to give them the opportunity to come back and clean the houseThe letter we sent to the tenants on March 4, 2015, acknowledging their scheduled move-out date (copy attached) informs them of their obligations and provides a move-out checklist describing everything that must be cleaned before vacating, so they were aware of their obligations to clean the houseRegarding the issues specified: There were frozen pipes during a time of excessive coldNot an uncommon problem in Western New YorkWe responded immediately upon them notifying us of the problem, the pipes were thawed out and the problem taken care of (Copies of paid invoices available)Also the basement flooded due to a malfunctioning sump pump that was promptly replaced (Copy of paid invoice available)Also an extra spare sump pump was left on premises in case of future problemsWe received a couple of complaints regarding minor roof leaksOn 8/7/the roofing contractor replaced and sealed the flashing around the skylightOn 4/29/The fascia on the garage leaked where it adjoined to the houseThe contractor found it had pulled away from the buildingThe fascia was re-installed and sealed(Copies of paid invoices available) We were notified about no heat and promptly called [redacted] The tenant then called back and said that they had got the heat running again so we cancelled the heating contractorLater in the month the tenant called again about having no heatWe again called [redacted] and they respondedThey found and replaced a bad mercury sensor on the furnace(Copy of invoice available) and heat was back up and runningDue to Its rural location the house Is not connected to Town water system [redacted] performs regular service on the drinking water (Copies of paid invoices available)As a rule the tenants normally call us when the service is required againThey have not contacted us recently to report a water problemWe are not negligent landlords and always respond In a timely manner to a tenant's service requestsWe have always made every effort to provide a good quality home and good serviceWe have maintained an A+rating with the Revdex.com for more than years and this is the first complaint ever receivedWe take pride in the level of our service, maintaining excellent records and can provide copies of paid invoices for work performed on the premises and photos reflecting the condition of the property both at moand again at move-outThe house was left in filthy condition, far beyond wear and tear, and when we tried to discuss this with the tenant he threatened to retaliate by filing complaints against usThis young couple were valued tenants for three years and we are surprised at the vindictive nature of these threatsWe would like to resolve this amicably, but the security deposit will be applied toward unpaid rent and cleaning expenses as outlined in the attached document.Sincerely YoursGary J/President, Rosato Management Services, Inc.as agent for Property Owner [redacted] CC: File
RE: RESPONSE TO COMPLAINT ID: [redacted] ( [redacted] )Dear Ms [redacted] :When this tenant moved into the property at [redacted] on February 8, 2012, it was in beautiful condition (Photos available), sparkling clean throughout with brand new flooring and appliancesWehave attached copies of the paid invoices reflecting the amount of work and expense that went into the house in preparation for their move-inIn contrast, when they moved out on March 31, 2015, the house was filthy and carpets ruined, (photos available) There were heavy cobwebs throughout, thick dirt on all surfaces, including doors &ceiling fans and the carpet filthy beyond rescueWe have received an estimate from a local contractor outlining the work and expense needed to return the house to rentable condition (copy attached)We cannot show the house to prospective renters while it is in this condition therefore we will suffer extensive vacancy lossThese tenants have been delinquent with their rent since October 2014, and moved out at the end of March without paying the last month's rent (balance due including late fee $930.00)Arrears Notices were sent or times a month, every month so the tenant was fully aware of the balance dueWhen we Inspected the unit after their move-out we contacted them to give them the opportunity to come back and clean the houseThe letter we sent to the tenants on March 4, 2015, acknowledging their scheduled move-out date (copy attached) informs them of their obligations and provides a move-out checklist describing everything that must be cleaned before vacating, so they were aware of their obligations to clean the houseRegarding the issues specified: There were frozen pipes during a time of excessive coldNot an uncommon problem in Western New YorkWe responded immediately upon them notifying us of the problem, the pipes were thawed out and the problem taken care of (Copies of paid invoices available)Also the basement flooded due to a malfunctioning sump pump that was promptly replaced (Copy of paid invoice available)Also an extra spare sump pump was left on premises in case of future problemsWe received a couple of complaints regarding minor roof leaksOn 8/7/the roofing contractor replaced and sealed the flashing around the skylightOn 4/29/The fascia on the garage leaked where it adjoined to the houseThe contractor found it had pulled away from the buildingThe fascia was re-installed and sealed(Copies of paid invoices available) We were notified about no heat and promptly called [redacted] The tenant then called back and said that they had got the heat running again so we cancelled the heating contractorLater in the month the tenant called again about having no heatWe again called [redacted] and they respondedThey found and replaced a bad mercury sensor on the furnace(Copy of invoice available) and heat was back up and runningDue to Its rural location the house Is not connected to Town water system [redacted] performs regular service on the drinking water (Copies of paid invoices available)As a rule the tenants normally call us when the service is required againThey have not contacted us recently to report a water problemWe are not negligent landlords and always respond In a timely manner to a tenant's service requestsWe have always made every effort to provide a good quality home and good serviceWe have maintained an A+rating with the Revdex.com for more than years and this is the first complaint ever receivedWe take pride in the level of our service, maintaining excellent records and can provide copies of paid invoices for work performed on the premises and photos reflecting the condition of the property both at moand again at move-outThe house was left in filthy condition, far beyond wear and tear, and when we tried to discuss this with the tenant he threatened to retaliate by filing complaints against usThis young couple were valued tenants for three years and we are surprised at the vindictive nature of these threatsWe would like to resolve this amicably, but the security deposit will be applied toward unpaid rent and cleaning expenses as outlined in the attached document.Sincerely YoursGary J/President, Rosato Management Services, Inc.as agent for Property Owner [redacted] CC: File