Initial Business Response /* (1000, 17, 2016/03/15) */
***Document Attached***
Ms*** contacted me to dispute the move out chargesI told her I did not have an old move in report in front of me at the time of her call, not that we did not have any report or picturesI told her to send us
her dispute in writing via email and we would pull out the old pictures to verify her claimsInstead, she went directly to filing this complaint, and notified us of her disputes afterwards
Ms*** claims that the three blinds (two window blinds and one vertical sliding door blind) was damaged when they moved in to the unit in March We have photos from the time of her mothat clearly show the blinds were in good condition at that timeThe date stamp on the photo files of March 7, 2014, verify that the date the pictures were taken was the same as the date Ms*** gave you as their modate
Ms*** claims that the damage to the garage door was there when they moved inAgain, I have date stamped photographs of the door at the time they moved in and at the time they moved outWhile there was minor damage to the door at moconsisting of two small screw holes from a previous handle and one small dent near the current handle, there was clearly much more extensive damage when they moved outWe worked with the garage door company to replace just the damaged panels instead of replacing the entire garage door in an effort to save Ms*** several hundred dollars in additional costs
Ms*** also contested that there was extensive cleaning to be done at the unit after they moved outI have several photos of cleaning and repairs that we had to have done including a burn on the kitchen linoleum floor, grime on the oven handles and other areas of stove/oven, broken railing to support drawer in refrigerator, hole in garage wall where animal chewed through, weather stripping around interior garage door torn up, chip on toilet tank lid, grime on track of slider door, lint trap in dryer and spilled oil on floor of garage
Ms*** also complained to us about the second trip required for carpet cleaningThis was required because of deep stains in the carpet that would not come out with a single treatment, and required a second treatment to remove
I am attaching several pictures documenting some of the damagesThere are a total of picture in the *** mofile from March and photos from their move-out fileOf these photos, approximately of them are of the disputed areasThe complete collection of photos can be made available upon request
Initial Business Response /* (1000, 14, 2015/08/03) */
***Document Attached***
Mr*** filed a virtually identical complaint with the Missouri Real Estate CommissionI am attaching a copy of our response to them with all supporting documentation
In subsequent conversations with the MREC,
three additional items were addressed as follows:
MREC requested a complete statement of Mr*** account which shows the final payout owed to Mr*** of *** I have also attached this for your records as well
Mr*** claimed we are still holding his keys and remotesThese were never returned to us by the tenantOur only copy of his key was given to Mr***'s father on Friday, April 24, 2015, at the request of Mr***We have no keys or remotes in our possession
Mr*** claims negligence since he was able to find court cases under the tenant's name on CaseNetWe did a standard background check on the tenant prior to signing a lease, and the information was made available to Mr***No rent dispute cases appeared in this reportThe cases Mr*** found several months later may not have been available at the time of the background check, or they may not even be the same *** *** In addition, the cases Mr*** cited in his MREC complaint had been dismissed by the involved parties and had never gone to judgement
If you have any further questions regarding this issue, please contact our office
Thank you
Initial Business Response /* (1000, 30, 2015/12/17) */
We had an agreement to manage the unfurnished homeWhen the first tenants moved in, they found several items belonging to the owner had been left behindAfter the fact, the owners sent a list of personal items they left behind, including some
yard equipment that had been left outside in the yard while the house sat vacantThe new tenants did not want any of the items, and did not want to be responsible for storing them on the propertyI contacted the owners about having their personal property remove, and they said they would take care of itThey later called me with the name and number of man who ran a flea market in town who would come pick up the propertyI contacted that man and the tenants to coordinate a time for the pick up onlyI was never personally involved in this transaction, nor was I there at the time the property was picked up
After the second tenants moved out, the owner contacted me wanting to know where the lawn mower wasI told her I knew nothing about a lawn mowerShe told me she wanted me to contact both of the prior tenants to find the lawnmowerI told her I would not do because I was not involved with anything to do with their personal property that they left behindThe only items we take any responsibility for are those that are listed in the property management contractThe owner then contacted both tenants herself, and called me backShe said the first tenant said I was sending someone to pick up the items, and therefore I should be responsible for itAs stated before, I only called to arrange the pitime between the tenant and the person the owners had arranged to remove the propertyThe owner got very hostile, basically accusing me of stealing her propertyI told her if she really felt we were being dishonest, we should end our management contract
There were further discussions about this matter between the owner's husband and my husband to try to come to a resolutionIn an effort to try to preserve the working-management relationship, my husband did say if we continue to manage the property we would make some compromise towards replacing the lawn mower onlyThe owner was adamant that she did not want to continue the management arrangement, so that compromise was not concludedWe are not responsible for any personal property left behind except that which is listed in the management contract signed by both us and the owner
The owner is also claiming we are refusing to return her maintenance reserve of $That money is used to pay any final bills associated with closing our management of the property, and the balance then returned to the ownerWe informed the owner that the last tenants were disputing their move out chargesWe had a mediation meeting with them, and informed the owner of their disputeWe also told the owner we could not close the account until this dispute with the tenant was resolvedThe owner seemed unwilling to address any of the tenants' complaints, but only wanted to talk about the lawn mower We told the owner that we cannot close the account with a tenant dispute unresolved, and that the tenants stated they were prepared to take this to litigation if it was not resolvedHowever, the owner still would not addressed the tenants' complaints with usWe consulted with our attorney and were advised to return the $to the tenant as the owners claim was not legally properThere was no money in the account to be returned to the owner after this tenant refund and all outstanding bills were paid, and the owners owe us $to close the account
Also in the owners complaints here is that we have not reimburse her for the $bill she furnished us for the yard work they had done at the propertyWe are not responsible for paying for yardwork on their propertyOur only responsibility for that bill was to charge it to the tenants at move out expense per the owners' requestThat was done, and the money was taken out of the tenants' security depositThis was then paid to the owner as part of their monthly owner's drawIncidentally, this is the charge that the tenants were disputing and was subsequently refunded to them
Initial Consumer Rebuttal /* (3000, 32, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had provided a list of our property left at the houseWe had moved out of the state and whatever property was removed from our home should have been supervised and our list revised accordinglyThe person at the flea market said he has no memory of removing a lawnmower
I still cannot understand why the business owner did not inform us from the beginning that the list we provided them had no relevance and would not be checked onThe reason we left the lawn mower and electric trimmer was so the renters would be better able to maintain the property
I will forward an e-mail showing that we were willing to continue renting through their business had they stepped up and made some concession about the lawn mower but THEY are the ones that refused to make a concession as they at first suggested
Finally I am not satisfied with their response and lack of accountability
Initial Business Response /* (1000, 17, 2016/03/15) */
***Document Attached***
Ms*** contacted me to dispute the move out chargesI told her I did not have an old move in report in front of me at the time of her call, not that we did not have any report or picturesI told her to send us
her dispute in writing via email and we would pull out the old pictures to verify her claimsInstead, she went directly to filing this complaint, and notified us of her disputes afterwards
Ms*** claims that the three blinds (two window blinds and one vertical sliding door blind) was damaged when they moved in to the unit in March We have photos from the time of her mothat clearly show the blinds were in good condition at that timeThe date stamp on the photo files of March 7, 2014, verify that the date the pictures were taken was the same as the date Ms*** gave you as their modate
Ms*** claims that the damage to the garage door was there when they moved inAgain, I have date stamped photographs of the door at the time they moved in and at the time they moved outWhile there was minor damage to the door at moconsisting of two small screw holes from a previous handle and one small dent near the current handle, there was clearly much more extensive damage when they moved outWe worked with the garage door company to replace just the damaged panels instead of replacing the entire garage door in an effort to save Ms*** several hundred dollars in additional costs
Ms*** also contested that there was extensive cleaning to be done at the unit after they moved outI have several photos of cleaning and repairs that we had to have done including a burn on the kitchen linoleum floor, grime on the oven handles and other areas of stove/oven, broken railing to support drawer in refrigerator, hole in garage wall where animal chewed through, weather stripping around interior garage door torn up, chip on toilet tank lid, grime on track of slider door, lint trap in dryer and spilled oil on floor of garage
Ms*** also complained to us about the second trip required for carpet cleaningThis was required because of deep stains in the carpet that would not come out with a single treatment, and required a second treatment to remove
I am attaching several pictures documenting some of the damagesThere are a total of picture in the *** mofile from March and photos from their move-out fileOf these photos, approximately of them are of the disputed areasThe complete collection of photos can be made available upon request
Initial Business Response /* (1000, 14, 2015/08/03) */
***Document Attached***
Mr*** filed a virtually identical complaint with the Missouri Real Estate CommissionI am attaching a copy of our response to them with all supporting documentation
In subsequent conversations with the MREC,
three additional items were addressed as follows:
MREC requested a complete statement of Mr*** account which shows the final payout owed to Mr*** of *** I have also attached this for your records as well
Mr*** claimed we are still holding his keys and remotesThese were never returned to us by the tenantOur only copy of his key was given to Mr***'s father on Friday, April 24, 2015, at the request of Mr***We have no keys or remotes in our possession
Mr*** claims negligence since he was able to find court cases under the tenant's name on CaseNetWe did a standard background check on the tenant prior to signing a lease, and the information was made available to Mr***No rent dispute cases appeared in this reportThe cases Mr*** found several months later may not have been available at the time of the background check, or they may not even be the same *** *** In addition, the cases Mr*** cited in his MREC complaint had been dismissed by the involved parties and had never gone to judgement
If you have any further questions regarding this issue, please contact our office
Thank you
Initial Business Response /* (1000, 30, 2015/12/17) */
We had an agreement to manage the unfurnished homeWhen the first tenants moved in, they found several items belonging to the owner had been left behindAfter the fact, the owners sent a list of personal items they left behind, including some
yard equipment that had been left outside in the yard while the house sat vacantThe new tenants did not want any of the items, and did not want to be responsible for storing them on the propertyI contacted the owners about having their personal property remove, and they said they would take care of itThey later called me with the name and number of man who ran a flea market in town who would come pick up the propertyI contacted that man and the tenants to coordinate a time for the pick up onlyI was never personally involved in this transaction, nor was I there at the time the property was picked up
After the second tenants moved out, the owner contacted me wanting to know where the lawn mower wasI told her I knew nothing about a lawn mowerShe told me she wanted me to contact both of the prior tenants to find the lawnmowerI told her I would not do because I was not involved with anything to do with their personal property that they left behindThe only items we take any responsibility for are those that are listed in the property management contractThe owner then contacted both tenants herself, and called me backShe said the first tenant said I was sending someone to pick up the items, and therefore I should be responsible for itAs stated before, I only called to arrange the pitime between the tenant and the person the owners had arranged to remove the propertyThe owner got very hostile, basically accusing me of stealing her propertyI told her if she really felt we were being dishonest, we should end our management contract
There were further discussions about this matter between the owner's husband and my husband to try to come to a resolutionIn an effort to try to preserve the working-management relationship, my husband did say if we continue to manage the property we would make some compromise towards replacing the lawn mower onlyThe owner was adamant that she did not want to continue the management arrangement, so that compromise was not concludedWe are not responsible for any personal property left behind except that which is listed in the management contract signed by both us and the owner
The owner is also claiming we are refusing to return her maintenance reserve of $That money is used to pay any final bills associated with closing our management of the property, and the balance then returned to the ownerWe informed the owner that the last tenants were disputing their move out chargesWe had a mediation meeting with them, and informed the owner of their disputeWe also told the owner we could not close the account until this dispute with the tenant was resolvedThe owner seemed unwilling to address any of the tenants' complaints, but only wanted to talk about the lawn mower We told the owner that we cannot close the account with a tenant dispute unresolved, and that the tenants stated they were prepared to take this to litigation if it was not resolvedHowever, the owner still would not addressed the tenants' complaints with usWe consulted with our attorney and were advised to return the $to the tenant as the owners claim was not legally properThere was no money in the account to be returned to the owner after this tenant refund and all outstanding bills were paid, and the owners owe us $to close the account
Also in the owners complaints here is that we have not reimburse her for the $bill she furnished us for the yard work they had done at the propertyWe are not responsible for paying for yardwork on their propertyOur only responsibility for that bill was to charge it to the tenants at move out expense per the owners' requestThat was done, and the money was taken out of the tenants' security depositThis was then paid to the owner as part of their monthly owner's drawIncidentally, this is the charge that the tenants were disputing and was subsequently refunded to them
Initial Consumer Rebuttal /* (3000, 32, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had provided a list of our property left at the houseWe had moved out of the state and whatever property was removed from our home should have been supervised and our list revised accordinglyThe person at the flea market said he has no memory of removing a lawnmower
I still cannot understand why the business owner did not inform us from the beginning that the list we provided them had no relevance and would not be checked onThe reason we left the lawn mower and electric trimmer was so the renters would be better able to maintain the property
I will forward an e-mail showing that we were willing to continue renting through their business had they stepped up and made some concession about the lawn mower but THEY are the ones that refused to make a concession as they at first suggested
Finally I am not satisfied with their response and lack of accountability