Sold 100 Real Estate

Rental application was received from Customer and was processed according to management set guidelinesResult was discussed with property owner accordingly and approval was granted hence theLease.Customer was invited to Our Greenbelt office for lease review and signingWe went over the
Lease carefully and questions were asked and answers receivedCustomer agreed to a date to perform the move in walk through and hand over of keys to the propertyThat morning, I got to the unit and looked around to see what personal items customer was alluding was still left in the property that was disturbing her this much only to find• Wall painting hung on the wall (which I took down in second)• Wall mounted TV hanger• cooler bucket sitting on the deck• Deck chairs and tables• Spot on the carpetThese items were addressed and I informed customer that we are going to take away any items that she does not want and to please go ahead and utilize the days window to identify other items that she may not find now so that we can send in our Contractor to address all (See email) and customer agreed.At this point, I paused and offered the customer an opportunity to opt out of the Lease per the walk through findings and she bluntly asked that we proceed and that all she wanted was for the items to be "noted" come move out inspection so we do not hold her responsibleI acknowledged accordingly in affirmation-Upon completion of the move in walkthrough, keys to the unit was handed over to customer and she collected signifying acceptance of property hence Lease became effective.While on my 3rd appointment that Saturday evening, received a call from customer asking me how one can go about Terminating the LeaseI was shocked and I asked what had happened and if there is anything we can do to assist her transition.She pointed all the items I listed above to which reminded her again that she does have time allowed per Lease (Days) to get me a List and we will address it at no cost to herNonetheless, that we are not going to hold her if she has made up her mind to Terminate the LeaseI told her I could not meet with her as I am already on other appointments and office is closed during the weekendsAdvices her to drop offthe keys on MondayWhat dici ! do or say wrongly here?We received the keys Monday and officially Terminated her Lease and immediately advised the Owner of the developmentOwner after reviews and Considerations, asked that we communicate to customer that she (owner) will return her deposits but will consider $500.0D as consideration for her loss.Customer received and accepted the owners decision and gave us a P.O Box address where shewill want the balance mailed, -Her refund check was processed and mailed out on the 19th of September using the address she had provided- -For whatever reason, customer did not receive the check in the mail and I kept Saying to her that it was mailed out same day, I apologized for the delay however told her that I am going out of town on an emergency and that she may not be able to reach me on the telephone but that I will try to reply to my emails once a day as get internet serviceI continued to follow up with my office on whether any mailscame back for her but none didUpon my return to the country and office, I quickly apologized and a new check was processed for her and she came into the office this time and picked up the check.On October 14th, received the "Return to Sender" notice from the postal service that it was unable to forward to customerPlease see the attached copy of the envelope duly stamped by the US Postal Service that was returned to our office-Suffice it to say that we did serve the customer with respect while representing our clientAll decision was riade by the owner to retain fundsI do not see where | disrespected the Customer for treated her unprofessionally (see my emails that she attached to her complaint) Nowhere on the email will you read that I insulted or used force in addressing customerCustomer only assumed I was holding back her funds to force her to accept the property whereas the Postal service could not deliver her check.| therefore hope that this will proof to the customer that meant nothing but for her to enjoy the unit and when she decided otherwise, I processed her refund very quickly so she can utilize it for the next home she finds.I hope customer find it in her mind to forgive any assumption she may have gotten from my service as not intended and that her funds are not my commission rather is withheld my owner and her decision customer accepted without complaint at the time (see emails accepting Owner decision)would do anything including return your funds 100% if it was paid to me as commission.while customer has failed to proof my unprofessional conduct, I do understand how she feels for not receiving ALL her money back due to "breach of Contract",I want to extend my apologies if I misrepresented our company in any negative form during this transaction.Yours in ServiceBroker- Phone:*** *** *** Fax: *** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Billy O[redacted] is still not taking accountability for his actions.  At this point,  I do not want anything to do with him or his unprofessional business.  I would just like this to be put on public record so no one else has to deal with this. 
Regards,
[redacted]

Hello,
We received and have responded accurately and precisely a detailed explanation on every step of our encounter with MS [redacted]. At this point, I honestly do not know what Ms [redacted] is expecting from me personally. She came into the office to pick up her check after the postal service could not reach her and had to return the check to us. Upon arrival, our front desk handed her over her envelope and she left. 
Whereas, 
Ms [redacted] is faulting me for not abandoning the client that was inside my office and ran up to the reception to personally hand her the envelope and also apologize for Postal service not making the delivery. Note that I was never told that Ms [redacted] wanted to see me. Me [redacted] simply asked for her check and it was given to her. 
Ms [redacted] here is faulting that I did in fact apologize on paper but not in person. Ms [redacted] is faulting me for responding to her allegation instead of responding to her several texts and emails while I was on my vacation. Which I did as soon as I landed at the airport just to show her that I am not holding her refunds and same day, invited her to make her way to the office for the pick up. Who comes into the office same day upon return from vacation but I did despite protest from family all because I hated to have her wait any day longer.
Ms [redacted] is faulting me for a miss spell of her name. Does this make me to posses bad customer service?
At this point, it is now clear that all Ms [redacted] is worried about is the return of the money the Owner withheld which she agreed to on the email (see email). It is equally important that I repeat that we did not keep any part of the said $500.00 
We would return it if we did keep any cent of it to her so she will be happy. 
We are again willing to do anything to make Ms [redacted] happy as she continues with her rental search but we cannot give her money that we do not have...note that she had agreed to the disbursement (see email).
We want to express to Ms [redacted] that we hold nothing against her. We sincerely wish her the best as she continues her home search.
Yours Sincerely
Management
Sold 100 Real Estate Inc.

Review: Billy O[redacted] is deceptive, rude & unprofessional regarding the rental, 701 Windhill. We were lead to believe changes were going to be made to the house prior to signing the lease; however, Mr. O[redacted] refused to make any changes & even yelled at me during the walk through AFTER signing the lease. The ad says that the house is 'move in ready' but this house had belongings left in it, holes in walls, stains on carpet, old paint on walls, mouse droppings & raggedy/outdated appliances. When I brought these things to his attention he merely said, he would 'note' them in our file. He even stated that mouse droppings are not evidence that a mouse is present! He kept insinuating that since I have a pit bull, he is the only one willing to rent to me so I better take what I can get or he could be a problem for us. He previously said that I would make a list of things & they would be repaired/replaced. Before leaving the walk through, he asked me to make keys & bring him one in Greenbelt. Since when is it the customers job to make keys & bring him keys? After the walk in, my grandmother & I discussed terminating the lease because of his nasty attitude & shady business tactics. When we called him, he was very nasty & began yelling saying his business hours are from M-F 9-5. This was a Saturday & we signed our lease on a Wednesday around 6 p.m. The next week, he said he spoke to the owner & decided to release us giving us $3425 of our $3900. He claimed he sent the check on 9/18. On 9/25, he assured us he sent the check & if not, he would bring us the check on 9/29. During this same conversation, he attempted again to rent this house to us saying hes willing to get a new dishwasher. Our answer was still NO! On 9/30, after not returning calls, texts/emails & refusing to follow through with his promise of returning our money on 9/18, I talked to him & he began yelling again telling me to come get my money knowing full well I have am at work, again stating his business hrs. are 9-5.Desired Settlement: He only gave us 3425 and we should get all of our 3900 back. The owner is lazy, rude and not geared toward customer satisfaction. He does not do what he says he's going to do. If he was honest and kind, we would have been happy with the adjustment. However, his rude & deceitful behavior made us want to terminate. He has held on to my money for weeks hoping we'd change our mind since we needed to find a place to stay by 9/30. We want our $475 back.

Business

Response:

Rental application was received from Customer and was processed according to management set guidelines. Result was discussed with property owner accordingly and approval was granted hence theLease.Customer was invited to Our Greenbelt office for lease review and signing. We went over the Lease carefully and questions were asked and answers received. Customer agreed to a date to perform the move in walk through and hand over of keys to the property. That morning, I got to the unit and looked around to see what personal items customer was alluding was still left in the property that was disturbing her this much only to find• Wall painting hung on the wall (which I took down in 1 second)• Wall mounted TV hanger• 1 cooler bucket sitting on the deck• Deck chairs and tables• Spot on the carpetThese items were addressed and I informed customer that we are going to take away any items that she does not want and to please go ahead and utilize the 7 days window to identify other items that she may not find now so that we can send in our Contractor to address all (See email) and customer agreed.At this point, I paused and offered the customer an opportunity to opt out of the Lease per the walk through findings and she bluntly asked that we proceed and that all she wanted was for the items to be "noted" come move out inspection so we do not hold her responsible. I acknowledged accordingly in affirmation. -Upon completion of the move in walkthrough, keys to the unit was handed over to customer and she collected signifying acceptance of property hence Lease became effective.While on my 3rd appointment that Saturday evening, received a call from customer asking me how one can go about Terminating the Lease. I was shocked and I asked what had happened and if there is anything we can do to assist her transition.She pointed all the items I listed above to which reminded her again that she does have time allowed per Lease (7 Days) to get me a List and we will address it at no cost to her. Nonetheless, that we are not going to hold her if she has made up her mind to Terminate the Lease. I told her I could not meet with her as I am already on other appointments and office is closed during the weekends. Advices her to drop offthe keys on Monday. What dici ! do or say wrongly here?We received the keys Monday and officially Terminated her Lease and immediately advised the Owner of the development. Owner after reviews and Considerations, asked that we communicate to customer that she (owner) will return her deposits but will consider $500.0D as consideration for her loss.Customer received and accepted the owners decision and gave us a P.O Box 1815 address where shewill want the balance mailed, -Her refund check was processed and mailed out on the 19th of September using the address she had provided. - -For whatever reason, customer did not receive the check in the mail and I kept Saying to her that it was mailed out same day, I apologized for the delay however told her that I am going out of town on an emergency and that she may not be able to reach me on the telephone but that I will try to reply to my emails once a day as get internet service. I continued to follow up with my office on whether any mails. came back for her but none did. Upon my return to the country and office, I quickly apologized and a new check was processed for her and she came into the office this time and picked up the check.On October 14th, received the "Return to Sender" notice from the postal service that it was unable to forward to customer. Please see the attached copy of the envelope duly stamped by the US Postal Service that was returned to our office. -Suffice it to say that we did serve the customer with respect while representing our client. All decision was riade by the owner to retain funds. I do not see where | disrespected the Customer for treated her unprofessionally (see my emails that she attached to her complaint) Nowhere on the email will you read that I insulted or used force in addressing customer. Customer only assumed I was holding back her funds to force her to accept the property whereas the Postal service could not deliver her check.| therefore hope that this will proof to the customer that meant nothing but for her to enjoy the unit and when she decided otherwise, I processed her refund very quickly so she can utilize it for the next home she finds.I hope customer find it in her mind to forgive any false assumption she may have gotten from my service as not intended and that her funds are not my commission rather is withheld my owner and her decision customer accepted without complaint at the time (see emails accepting Owner decision). would do anything including return your funds 100% if it was paid to me as commission.while customer has failed to proof my unprofessional conduct, I do understand how she feels for not receiving ALL her money back due to "breach of Contract",I want to extend my apologies if I misrepresented our company in any negative form during this transaction.Yours in ServiceBroker- Phone:[redacted] Fax: [redacted]

Business

Response:

Hello,We received and have responded accurately and precisely a detailed explanation on every step of our encounter with MS [redacted]. At this point, I honestly do not know what Ms [redacted] is expecting from me personally. She came into the office to pick up her check after the postal service could not reach her and had to return the check to us. Upon arrival, our front desk handed her over her envelope and she left.