Shirley Onishi Realtor, LLC

From: *** *** [mailto:***] Sent: Monday, May 04, 9:AMTo: *** ** ***Subject: Re: FW: Case ID ***HI ***,Yes I do The check is printed and awaiting a signature It should be out in tomorrow's mail.Thank you,*** ***

Due to miscommunication among office staff, the complaint's phone messages were not returned promptlyWe will work on better communication so that phone calls are returned promptlyWe will make sure that the rental proceeds to the complaint will be processed in a more timely manner and will be
disbursed each monthThe physical property inspection was done once we were able to confirm the appointments with the tenants of both unitsThe inspection was done on November 4, When we were informed by the complaint of the high water bill, we contacted the tenants of both units and were informed that they had plumbing problemsWe then called our plumber and asked him to contact the tenants for both unitsHe was able to fix the problem in one of the units as he was unable to make contact with the tenant of the other unitThe plumbing problem for second unit has since been taken care ofLastly, the only time the cell phones are turned off is when it is being chargedPlease contact me should you have any questions

From: *** ** *** *** *** Sent: Thursday, March 05, 9:AMTo: *** ** ***Cc: 'Onishi Realtor'Subject: Response to complaint ID#*** Hi
***, Please see my official response below on behalf of the company“We received this complaint filed with the Revdex.com on March 3rdWe responded to an email received from *** *** (***’s mother) on March 2nd and the complaint was filed on February 24th. In our response to *** *** we informed her that we did in fact contact the Hawaii State Tax Department, that they will not receive any penalty for the GET that was not filed for the first half of as long as they file the reconciliation of any difference by April 20th 2015. Which is the reconciliation deadline. In the customer’s statement, it says *** filed the complaint to expedite the process of their reimbursement. But, there will be payment for any penalty as long as they file their GET and reconciliation on time. Which of course we have no control over. If the information from the Hawaii State Tax Department was incorrect and they do in fact end up with a penalty, we will then at that time request for proof of the penalty and then proceed to remedy the situation. Remedy will begin with sorting it out with the tax department.” Please let me know if there is any other information needed at this timeSincerely, *** ***

Beware if somebody still wants to do business with Shirley Onishi Realtor, LLC or wants to have their property managed by this company. Have you guys gone in to see their office? They don't send proceeds on time to the owners every month. Read other people's complaints about this business before taking a big risk and facing future headaches. I know someone's proceeds were held by this office for few months with no interest and the owner had to frequently email and call the office but no response. If they even responded their excuse is usually Shirley is sick or property manager and or the bookkeeper got injured/ sick or quit. Shirley or Sheila will say will mail the checks out today but it does not happen. Many times failed. This did not only happened once but several times in a year. Does anyone think that holding other people's money without the owner's consent is right???

From: [redacted] [mailto:[redacted]] Sent: Wednesday, May 13, 2015 5:50 PMTo: [redacted]Subject: Re: [redacted]Hi [redacted],Yes I did, thank you. Sorry for getting back to you so late. R/s,[redacted]
 
On Wed, May 13, 2015 at 12:12 PM, [redacted] <[email protected]> wrote:Aloha [redacted], Did you receive the check from [redacted], LLC? [redacted], Brand Integrity Service Specialist

Initial Business Response /* (1000, 9, 2014/05/21) */
In recent events our office bookkeeper was injured and out of the office. During this absence the complainant's proceeds check was later than usual and our fault. But, the occupants did not choose to vacate the property due to...

management issues. We have communication as well as have witnessed them stating that the cause of their moving on was their inability to pay their rent on time. So, to trust the tenants who can't pay their rent on time that we're the reason that they're moving out just doesn't make sense to me. But back to the point, we do apologize for the late payment. But it seems as if we're being burdened with all of the blame for the tenant's being late, which is out of our control and unfair.
Our company has managed this property since 2006 and I can't find one piece of communication in which they've indicated that they were unhappy with our service. We're not perfect by any means and turmoil the nature of this business. That's the service that we really provide. Anyone can collect a rent check in the mail. But it's when things go wrong that investment owners realize that it's not worth it to manage themselves. So, they hire us.
Now, when notification was given that the tenants were moving out at the end of their lease we were also informed that the owner would be taking back the property to attempt to manage it on their own. There was nothing wrong with this. It's later when the tenants were contacted directly and our company was cut out of the process without so much as a discussion is when this whole issue arose. Due to the premature cancellation of the management agreement a monetary penalty was assessed. In the interest of sentiment for the long and once happy working relationship that was had, we'd be glad to refund that amount.
Sincerely,
[redacted]
Property Manager
Final Business Response /* (4000, 19, 2014/05/28) */
Hi [redacted],
There was no late fee collected for that month. And, I believe that he knows that and brought this up at that time. He and Mrs. [redacted] are not the type of people to sit on something like that for almost 2 years only to bring it up now. The $1.00 in the "Late Fee Income" category was an overpayment by the tenants that should've been credited in the Rental Income column. Either way it was received by the tenant and given to them. Unfortunately I don't have any sort of documentation to prove this other than bank statements which have way too much other confidential information from other tenants to give out. Please let me know if this answers all of the concerns by Mr. [redacted].
Sincerely,
[redacted]
Final Consumer Response /* (2000, 24, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the $250 deposit that was previously withheld from me. Though I completely disagree with how this business justified their actions, I do not want to deal with this business any further on this case because they took up a lot of my time and caused stress in the first place and this is what they will continue to do.