Signature Realty of Virginia, Inc.

To Whom it may concern,This letter is in response to your letter dated October 9, which I receivedin my mail yesterdayYour letter stated that this letter is a follto aprevious noticeThis is the first notice I have received.The complainants have also complained on *** and to CENTURY
corporateofficesI am enclosing a copy of S*** *** ( Property Manager)response to CENTURY as it is most succinct regarding this issue.I am sorry that the distinction between abuse/ wear and tear are creating sucha misunderstanding.You indicated a preference for electronic communicationMy email address is*** *** ** *** *Please do not hesitate to request any further informationSincerely,*** ***

To Whom it may concern,This letter is in response to your letter dated October 9, which I receivedin my mail yesterdayYour letter stated that this letter is a follto aprevious noticeThis is the first notice I have received.The complainants have also complained
on *** and to CENTURY corporateofficesI am enclosing a copy of S*** *** ( Property Manager)response to CENTURY as it is most succinct regarding this issue.I am sorry that the distinction between abuse/ wear and tear are creating sucha misunderstanding.You indicated a preference for electronic communicationMy email address is*** *** ** *** *Please do not hesitate to request any further informationSincerely,*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]Revdex.com 720 Moorefield Park Drive, Suite 300 Richmond, Va 23236Ref: Case # [redacted]To Whom It May Concern,I have read the response from [redacted] in the matter
of the case listed above and there are multiple untruths that can be proven
with email. I would like to address these below. #1 – These issues did not come about from an inspection on
9/15. We received notification from our landscaper/maintenance worker that the
faucet was broken in half as well as water damage to the ceiling in our kitchen
on Saturday June 27th via text with pictures. He was at our house
doing yard work and spoke to the renters and requested to go inside and wash
his hands. He then took photos and texted us; asking us if we wanted him to fix
these items. We told him no, these were items/issues that the renter or their
deposit should take care of – not us. We also have an email from our realtor in
July telling us we needed to take care of the water damage in the kitchen
ceiling. #2 – We never heard anything from Century 21 Signature about
a walk-thru or even notification that the renters had moved out of our house.
Their lease was up on August 31, 2015. I emailed [redacted] on 09/03
requesting this information. In this email I wrote about the main kitchen sink,
I will forward this email (which is well before the inspection on 09/15 and
only days after the conclusion of the renters lease ) I then had a conversation
with [redacted] on 09/04. I told him about the damage that our landscaper
witnessed and wanted to know the condition of my home. He told me that the walk-thru
was on 08/11 and everything looked in great condition from the photos.  He said he understood my concern and would
travel to my home that very day to make sure everything was ok.  When he didn’t call back; I mistakenly took
that as confirmation everything was great with my home. My thought process was
that the renters had damaged property and fixed the items before moving out.  This was not the case.#3 – The issue with the bath tub upstairs is not a leak. The
inverter leak [redacted] wrote about is the little knob you push to turn the shower
on when the bath water is running, it drips water while the shower is on and is
not the cause of the ceiling damage. The entire overflow mechanism was torn out
of the tub. We have had a plumber repair the tub and take photos of the damage
done by the previous renters. Because this over flow was completely missing –
everytime water from a shower or bath went into this empty hole it flowed to
the ceiling in the kitchen and dining room. 
There was so much damage to the ceiling in both rooms it could not just
be painted. All the drywall had to be removed and replaced and the entire
ceiling in both rooms needed to be painted.  This damage could only have happened when
taking a bath or shower. Water was turned off in our home by the renters and
was only turned back on when we had the house inspection. #4 – We live 300 miles away and trusted that Century 21
Signature would take care of our home. There was a deposit in place for this
very reason.  After receiving the photos
and details from the home inspection on 09/15, we were appalled at the
condition of our home. We understand that certain items can’t be proven due to
the time between walk thru and inspection, but we know and have proof that
multiple items were damaged before they moved out. I have requested the
walk-thru documentation and photos from 08/11 multiple times and have never
been given this information.  I have
absolutely no proof a walk-thru even happened. Even though I am confident the rest of the damage was done
by the previous renters (damage includes broken stair rail, broken window,
broken sunroom door, screen ripped out of sunroom windows, door knob broken in
upstairs guest room etc etc) I am not detailing it in this complaint. I am only
detailing items that were witnessed before the renters vacated the home. We have currently spent over $750 replacing drywall in the
ceiling of my kitchen and dining room, painting ceilings in both rooms and
fixing the upstairs bathtub. The kitchen sink is being fixed this week for a
cost of $200. I should not have to come out of pocket for damage done by
previous tenants when I have a management company in place!#5 – We should have been notified when a walk-thru was
happening in our home. We would have wanted to be there. We should have been
contacted when the renters vacated our home. None of these things happened. The
damage done to our home is not normal wear and tear. Period. Due to the cost of litigation, this is not the course we
will take with this company. We own a marketing and web design company, I have
been creating a blog detailing our experience with photos, texts, emails
etc.  At this point, I just want other
potential customers to understand the type of company Century 21 Signature is –
a company that will not admit mistakes have been made on their part, a company
that will send Revdex.com a response filled with untruths, a company that will not hand
over documentation when requested multiple times and a company that will not
even call to try and figure out a solution to a problem with a customer that
has been paying them for 2 years.  This
is not a company anyone should do business with in my humble opinion. It is my
right to vocalize this on Yelp, Google reviews, a Blog and any other avenue I
wish.  It is their right to do nothing
about my complaint, which is exactly what they are doing.  They have had every opportunity to pick up
the phone and come to a reasonable resolution. I am forwarding the email to [redacted] on 09/03 as well as
photos of damage to my home - #3 talks about our landscaper and the sink in the
email. The photos are just a few detailing damage. Sincerely[redacted]

[redacted] is correct that a mistake was made, and she was given the wrong key to the home.  Certainly this was not intentional, but a mistake did occur.  Upon discovering that the key did not work [redacted] called the office just as she stated.  We did not have someone...

immediately accessible to deliver the proper key to her and offered her the ability to return to the office to pick it up if that would help. Unfortunately, that is when [redacted] became hostile and began yelling at our office staff.  She didn’t give anyone the opportunity to try and figure out the best possible solution, she simply yelled at us stating that “she was fine, she’d figure it out or pick up the key later” and hung up on our staff.  I received her voicemail message and asked our staff what the issue was.  I was told what had happened and that they had spoken with her and that she said she would come get the key the next day.  While this certainly wasn’t our desire we were not given the opportunity to come up with another solution with her based on her hostility
On the 8th [redacted] returned to the office to get the proper key.  She was both aggressive and disrespectful, actually pushing her way to the back of our building and entering my office while I had no idea of her arrival.  She began be raiding me for not getting the proper key and telling me how terrible the company was.  While her hostility caught me off guard, I explained to her that she stated she would come get the key later and hung up on us.  Based on her desire to get the key later and our inability to speak with her because she hung up on us, we were not able to offer another solution.  Should [redacted] wish to provide me with the invoice from the moving company having to reschedule I would be glad to consider it.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although upset, I never presented myself in a hostile fashion towards anyone representing [redacted] Signature, in person or via phone. I was offered one resolution to the problem [redacted] signature created, and that was to come back to the office for the correct keys. Contrary to their reply, [redacted] Signature did not offer any assistance, at any point of contact I had with them. I waited two business days for a return calI from the property manager. I see that [redacted] is not interested in taking full blame over their negligence by trying to place the creation of the problem back on me, the consumer and my alleged behavior. In which, as described in their response is very much exaggerated.   
[redacted]

Review: We decided to use Century 21 Signature to rent our home located [redacted] in August of 2013. We live more than 300 miles away, so needed a trustworthy company to handle our home. We were recommended this company by a good friend in the realty industry. They successfully rented our home to a family that rented for 2 years. Their lease was up 08/31/2015. On 09/03/2015, I sent an email to [redacted] Warriner concerning the condition of our house. I requested the walk-thru documentation and information about items I had been sent photos of by our landscaper a few months previous. My concern was water damage to the ceiling and a broken kitchen faucet that Nathan had taken pictures of and texted to us. [redacted] sent me a detailed email stating my house was in good condition, but he would go there that day to check everything out. I never heard back and never received the walk-thru documents I requested. My house was on the market at this time and an inspection was done on 09/14/15 for a sale. We were mortified when we saw the photos. Massive water damage to the ceiling in the kitchen and dining room, broken kitchen faucet, stair railing hanging off, broken window in garage, broken sunroom door, broken door [redacted] in bedroom, upstairs bath missing drain overflow (which is the cause of the water damage), screens missing and ripped on sunroom..etc. I contacted [redacted] again to find out how we would be compensated for all this damage. His response was to act like this had been done since the actual walk-thru in a vacated home. He states the pictures show no damage to my home. I have requested proof of this walk-thru again, and still have not been sent this information. I have proof of the damage to my ceilings and kitchen faucet from June/2015 - well before the renters moved out. They are refusing to take care of these items. This is not normal wear and tear on a home and we should have been compensated with the renters deposit.Desired Settlement: I want either the repairs to be completed in my home or compensation for the repairs that need to be completed. There are deposits in place for a reason. They are supposed to hold the deposit for 45 days. I emailed about my home 3 days after their lease was up. I notified this company of damage I had been informed of and absolutely nothing was done. I should not have to come out of pocket for items that were damaged well over the realm of "normal wear and tear" I also want documentation of this walk-thru with photos. This is what we were paying a management company for, should not be too much to ask. (On top of having photos of damage before renters moved out, Vicki our real estate agent that works for Century 21 Signature requested that we paint over the water damage in the ceiling - more proof that damage was there previous to the "supposed" walk thru)

Business

Response:

To Whom it may concern,This letter is in response to your letter dated October 9, 2015 which I receivedin my mail yesterday. Your letter stated that this letter is a follow-up to aprevious notice. This is the first notice I have received.The complainants have also complained on [redacted] and to CENTURY 21 corporateoffices. I am enclosing a copy of S[redacted] ( Property Manager)response to CENTURY 21 as it is most succinct regarding this issue.I am sorry that the distinction between abuse/ wear and tear are creating sucha misunderstanding.You indicated a preference for electronic communication. My email address is[redacted]Please do not hesitate to request any further informationSincerely,[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted]Revdex.com 720 Moorefield Park Drive, Suite 300 Richmond, Va 23236Ref: Case # [redacted]To Whom It May Concern,I have read the response from [redacted] in the matter

of the case listed above and there are multiple untruths that can be proven

with email. I would like to address these below. #1 – These issues did not come about from an inspection on

9/15. We received notification from our landscaper/maintenance worker that the

faucet was broken in half as well as water damage to the ceiling in our kitchen

on Saturday June 27th via text with pictures. He was at our house

doing yard work and spoke to the renters and requested to go inside and wash

his hands. He then took photos and texted us; asking us if we wanted him to fix

these items. We told him no, these were items/issues that the renter or their

deposit should take care of – not us. We also have an email from our realtor in

July telling us we needed to take care of the water damage in the kitchen

ceiling. #2 – We never heard anything from Century 21 Signature about

a walk-thru or even notification that the renters had moved out of our house.

Their lease was up on August 31, 2015. I emailed [redacted] on 09/03

requesting this information. In this email I wrote about the main kitchen sink,

I will forward this email (which is well before the inspection on 09/15 and

only days after the conclusion of the renters lease ) I then had a conversation

with [redacted] on 09/04. I told him about the damage that our landscaper

witnessed and wanted to know the condition of my home. He told me that the walk-thru

was on 08/11 and everything looked in great condition from the photos. He said he understood my concern and would

travel to my home that very day to make sure everything was ok. When he didn’t call back; I mistakenly took

that as confirmation everything was great with my home. My thought process was

that the renters had damaged property and fixed the items before moving out. This was not the case.#3 – The issue with the bath tub upstairs is not a leak. The

inverter leak [redacted] wrote about is the little knob you push to turn the shower

on when the bath water is running, it drips water while the shower is on and is

not the cause of the ceiling damage. The entire overflow mechanism was torn out

of the tub. We have had a plumber repair the tub and take photos of the damage

done by the previous renters. Because this over flow was completely missing –

everytime water from a shower or bath went into this empty hole it flowed to

the ceiling in the kitchen and dining room.

There was so much damage to the ceiling in both rooms it could not just

be painted. All the drywall had to be removed and replaced and the entire

ceiling in both rooms needed to be painted. This damage could only have happened when

taking a bath or shower. Water was turned off in our home by the renters and

was only turned back on when we had the house inspection. #4 – We live 300 miles away and trusted that Century 21

Signature would take care of our home. There was a deposit in place for this

very reason. After receiving the photos

and details from the home inspection on 09/15, we were appalled at the

condition of our home. We understand that certain items can’t be proven due to

the time between walk thru and inspection, but we know and have proof that

multiple items were damaged before they moved out. I have requested the

walk-thru documentation and photos from 08/11 multiple times and have never

been given this information. I have

absolutely no proof a walk-thru even happened. Even though I am confident the rest of the damage was done

by the previous renters (damage includes broken stair rail, broken window,

broken sunroom door, screen ripped out of sunroom windows, door knob broken in

upstairs guest room etc etc) I am not detailing it in this complaint. I am only

detailing items that were witnessed before the renters vacated the home. We have currently spent over $750 replacing drywall in the

ceiling of my kitchen and dining room, painting ceilings in both rooms and

fixing the upstairs bathtub. The kitchen sink is being fixed this week for a

cost of $200. I should not have to come out of pocket for damage done by

previous tenants when I have a management company in place!#5 – We should have been notified when a walk-thru was

happening in our home. We would have wanted to be there. We should have been

contacted when the renters vacated our home. None of these things happened. The

damage done to our home is not normal wear and tear. Period. Due to the cost of litigation, this is not the course we

will take with this company. We own a marketing and web design company, I have

been creating a blog detailing our experience with photos, texts, emails

etc. At this point, I just want other

potential customers to understand the type of company Century 21 Signature is –

a company that will not admit mistakes have been made on their part, a company

that will send Revdex.com a response filled with untruths, a company that will not hand

over documentation when requested multiple times and a company that will not

even call to try and figure out a solution to a problem with a customer that

has been paying them for 2 years. This

is not a company anyone should do business with in my humble opinion. It is my

right to vocalize this on Yelp, Google reviews, a Blog and any other avenue I

wish. It is their right to do nothing

about my complaint, which is exactly what they are doing. They have had every opportunity to pick up

the phone and come to a reasonable resolution. I am forwarding the email to [redacted] on 09/03 as well as

photos of damage to my home - #3 talks about our landscaper and the sink in the

email. The photos are just a few detailing damage. Sincerely[redacted]

Review: I am renting a home through [redacted] Signature Reality. On April 3, my official move in date, I went to the office to receive key to the renal property. I was given the wrong keys to the home, which I found out after attempting to enter into the home. I had a furniture company scheduled and waiting to enter the home also. I contacted [redacted] Signature immediately. I was told that if I came got back to the office before 430 I could pick up another key and I quote "see if it works". It was then 310 pm and returning to their office was not feasible. I had personal belongings on a truck and family to transport, etc.. It would not have been able to get back to their office before 430 with everything going on. I explained to the receptionist my dilemma and that I had the furniture company there waiting and couldn't run back to the office in time to retrieve another key to "see if it worked". I was then informed that the maintenance manager that handles the keys is only in the office in the mornings and there was no one to assist me or bring me the correct set of keys. I had to reschedule the delivery of the furniture. I called the property manager, [redacted], and left a message in hopes that [redacted] Signature would offer me some type of assistance, seeming as though the incident occurred through [redacted] signatures negligence. I could have went to retrieve the correct key the following day, and gained access to the property but this was pointless as most of my furniture could not be re-delivered until Tuesday April 8. I had to pay an additional delivery fee and I did not gain access to the property until April 8. I never received a return call from the property manager, [redacted]. I returned to [redacted] Signature on April 8, as this was the soonest my furniture could be delivered. When I did speak with [redacted] in the office I was told that "this stuff happens". [redacted] Signature held no responsibility for me not gaining access to a property that I had leased due to them presenting me with the incorrect keys. I feel as though [redacted] Signature should have done more to rectify the problem or at least offer me assistance with the inconvenience that they caused. Only due to the fact that this is a second home for my family, did we have somewhere to live until we had furniture to move into this rental property. The management at [redacted] Signature did nothing to ensure that my family had adequate accommodations. Because I was unable to live in the residence without furniture until April 8 [redacted] Signature should recognize this as the actual "move in date". I do not feel as though the lease was honored by [redacted] Signature. They (or their representatives) do not hold themselves accountable for their mistake. This would not have been an issue if [redacted] Signature had provided me with the correct keys and honored the written contract stating I would have access to the property on April 3, 2014

Business

Response:

[redacted] is correct that a mistake was made, and she was given the wrong key to the home. Certainly this was not intentional, but a mistake did occur. Upon discovering that the key did not work [redacted] called the office just as she stated. We did not have someone immediately accessible to deliver the proper key to her and offered her the ability to return to the office to pick it up if that would help. Unfortunately, that is when [redacted] became hostile and began yelling at our office staff. She didn’t give anyone the opportunity to try and figure out the best possible solution, she simply yelled at us stating that “she was fine, she’d figure it out or pick up the key later” and hung up on our staff. I received her voicemail message and asked our staff what the issue was. I was told what had happened and that they had spoken with her and that she said she would come get the key the next day. While this certainly wasn’t our desire we were not given the opportunity to come up with another solution with her based on her hostility

On the 8th [redacted] returned to the office to get the proper key. She was both aggressive and disrespectful, actually pushing her way to the back of our building and entering my office while I had no idea of her arrival. She began be raiding me for not getting the proper key and telling me how terrible the company was. While her hostility caught me off guard, I explained to her that she stated she would come get the key later and hung up on us. Based on her desire to get the key later and our inability to speak with her because she hung up on us, we were not able to offer another solution. Should [redacted] wish to provide me with the invoice from the moving company having to reschedule I would be glad to consider it.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although upset, I never presented myself in a hostile fashion towards anyone representing [redacted] Signature, in person or via phone. I was offered one resolution to the problem [redacted] signature created, and that was to come back to the office for the correct keys. Contrary to their reply, [redacted] Signature did not offer any assistance, at any point of contact I had with them. I waited two business days for a return calI from the property manager. I see that [redacted] is not interested in taking full blame over their negligence by trying to place the creation of the problem back on me, the consumer and my alleged behavior. In which, as described in their response is very much exaggerated.