Russell Rentals

August 2nd, 2015I am in receipt of the complaint filed with you by [redacted] in reference to a deposit she made towards one of my vacation rental houses, [redacted] ***I am truly very sorry for the delay in responding back to this complaint but your initial contacts went to my spam folder, and frankly I don't typically even open unsolicited emails with attachments to begin with due to the widespread problems of phishing, computer viruses, and/or identity theft attemptsI get very realistic looking emails all the time, each of which try to appear to be sent from banks, govt entities, and various companies that are in reality almost always just bogus phishing attempts, or contain malwareAdditionally, to further raise my doubts as to the authenticity of your initial emails, the couple times that I have dealt with your organization in the past, you had always contacted me by US postal mail, not with an email containing an attachment, so honestly I initially assumed that your email was just another of the 20+ phishing attempts I get each day, and as such it was deleted as spamOnce [redacted] contacted me back, and informed me that you had indeed tried to contact me I opened this last email w/attachments and as such I am responding here.I am sorry [redacted] is upset, but the simple fact is that she is the one who missed a payment deadline, and as a result of missing that clearly stated payment deadline, her reservation had canceled just as we had previously informed her that it would, and that all occurred prior to her deciding to make a reservation and send in a non refundable deposit in the first place, please review our confirmation email to see this for yourselfEven though the deposit was completely non refundable, in the interest of good customer service, I had initially offered to allow [redacted] the opportunity to use the amount deposited towards a later date, but instead of being thankful for the concession, that was way more that she could have rightfully expected wold be offered, or accepting my offer, she instead chose to become very nasty, and unpleasant to deal with, as such that offer is now withdrawn.I see that [redacted] is now stating that she never was sent an application packet, but she absolutely was sent out a packet, by postal mail, to the Kensington Mdaddress that she had provided to me with her reservationFrankly there would be no reason for me to not send out that application package, as that is the way that I can get the rental completed and make the money that I make on my rental housesIt is not at all realistic to believe that if she had not in fact received her application packet, as promised, and in a timely fashion, that she would not have inquired long before her payment was due as to why she had not received the application packetAt this stage of the game, to me her claims, this far after the fact, is just a rather obvious and disingenuous attempt to find a way to try to improperly recover a clearly disclosed non refundable depositThe simple fact is that it was [redacted] 's failure to make her payment on time that caused this unfortunate situation to occur in the first place, and I have done all that I could do, (and more) to try to help her, but all to no availAt this point, I would respectfully request that you close this complaint, and return my A rating, that I have clearly earned over the years, back to me, as it would definitely not be fair or reasonable for myself, and my Revdex.com rating, to be penalized as a result of what is clearly her failure to make her payment when it was duePlease feel free to contact me back at your convenience should you need to reach me furtherAdditionally, please advise me as to the outcome of your decision at your earliest convenience.Respectfully Yours,Brett R

August 2nd, 2015I am in receipt of the complaint filed with you by [redacted] in reference to a deposit she made towards one of my vacation rental houses, [redacted]. I am truly very sorry for the delay in responding back to this complaint but your initial contacts went to my spam folder, and...

frankly I don't typically even open unsolicited emails with attachments to begin with due to the widespread problems of phishing, computer viruses, and/or identity theft attempts. I get very realistic looking emails all the time, each of which try to appear to be sent from banks, govt entities, and various companies that are in reality almost always just bogus phishing attempts, or contain malware. Additionally, to further raise my doubts as to the authenticity of your initial emails, the couple times that I have dealt with your organization in the past, you had always contacted me by US postal mail, not with an email containing an attachment, so honestly I initially assumed that your email was just another of the 20+ phishing attempts I get each day, and as such it was deleted as spam. Once [redacted] contacted me back, and informed me that you had indeed tried to contact me I opened this last email w/attachments and as such I am responding here.I am sorry [redacted] is upset, but the simple fact is that she is the one who missed a payment deadline, and as a result of missing that clearly stated payment deadline, her reservation had canceled just as we had previously informed her that it would, and that all occurred prior to her deciding to make a reservation and send in a non refundable deposit in the first place, please review our confirmation email to see this for yourself. Even though the deposit was completely non refundable, in the interest of good customer service, I had initially offered to allow [redacted] the opportunity to use the amount deposited towards a later date, but instead of being thankful for the concession, that was way more that she could have rightfully expected wold be offered, or accepting my offer, she instead chose to become very nasty, and unpleasant to deal with, as such that offer is now withdrawn.I see that [redacted] is now stating that she never was sent an application packet, but she absolutely was sent out a packet, by postal mail, to the Kensington Md. address that she had provided to me with her reservation. Frankly there would be no reason for me to not send out that application package, as that is the way that I can get the rental completed and make the money that I make on my rental houses. It is not at all realistic to believe that if she had not in fact received her application packet, as promised, and in a timely fashion, that she would not have inquired long before her payment was due as to why she had not received the application packet. At this stage of the game, to me her claims, this far after the fact, is just a rather obvious and disingenuous attempt to find a way to try to improperly recover a clearly disclosed non refundable deposit. The simple fact is that it was [redacted]'s failure to make her payment on time that caused this unfortunate situation to occur in the first place, and I have done all that I could do, (and more) to try to help her, but all to no avail. At this point, I would respectfully request that you close this complaint, and return my A rating, that I have clearly earned over the years, back to me, as it would definitely not be fair or reasonable for myself, and my Revdex.com rating, to be penalized as a result of what is clearly her failure to make her payment when it was due. Please feel free to contact me back at your convenience should you need to reach me further. Additionally, please advise me as to the outcome of your decision at your earliest convenience.Respectfully Yours,Brett R

August 2nd, 2015
I am in receipt of the complaint filed with you by [redacted] in reference to a deposit she made towards one of my vacation rental houses, [redacted]. I am truly very sorry for the delay in responding back to this complaint but your initial contacts went to my spam...

folder, and frankly I don't typically even open unsolicited emails with attachments to begin with due to the widespread problems of phishing, computer viruses, and/or identity theft attempts. I get very realistic looking emails all the time, each of which try to appear to be sent from banks, govt entities, and various companies that are in reality almost always just bogus phishing attempts, or contain malware. Additionally, to further raise my doubts as to the authenticity of your initial emails, the couple times that I have dealt with your organization in the past, you had always contacted me by US postal mail, not with an email containing an attachment, so honestly I initially assumed that your email was just another of the 20+ phishing attempts I get each day, and as such it was deleted as spam. Once [redacted] contacted me back, and informed me that you had indeed tried to contact me I opened this last email w/attachments and as such I am responding here.I am sorry [redacted] is upset, but the simple fact is that she is the one who missed a payment deadline, and as a result of missing that clearly stated payment deadline, her reservation had canceled just as we had previously informed her that it would, and that all occurred prior to her deciding to make a reservation and send in a non refundable deposit in the first place, please review our confirmation email to see this for yourself. Even though the deposit was completely non refundable, in the interest of good customer service, I had initially offered to allow [redacted] the opportunity to use the amount deposited towards a later date, but instead of being thankful for the concession, that was way more that she could have rightfully expected wold be offered, or accepting my offer, she instead chose to become very nasty, and unpleasant to deal with, as such that offer is now withdrawn.
I see that [redacted] is now stating that she never was sent an application packet, but she absolutely was sent out a packet, by postal mail, to the Kensington Md. address that she had provided to me with her reservation. Frankly there would be no reason for me to not send out that application package, as that is the way that I can get the rental completed and make the money that I make on my rental houses. It is not at all realistic to believe that if she had not in fact received her application packet, as promised, and in a timely fashion, that she would not have inquired long before her payment was due as to why she had not received the application packet. At this stage of the game, to me her claims, this far after the fact, is just a rather obvious and disingenuous attempt to find a way to try to improperly recover a clearly disclosed non refundable deposit. The simple fact is that it was [redacted]'s failure to make her payment on time that caused this unfortunate situation to occur in the first place, and I have done all that I could do, (and more) to try to help her, but all to no avail. At this point, I would respectfully request that you close this complaint, and return my A rating, that I have clearly earned over the years, back to me, as it would definitely not be fair or reasonable for myself, and my Revdex.com rating, to be penalized as a result of what is clearly her failure to make her payment when it was due. Please feel free to contact me back at your convenience should you need to reach me further. Additionally, please advise me as to the outcome of your decision at your earliest convenience.
Respectfully Yours,
Brett R