Spurr & Associates Property Management

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: We have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to us We will wait for the business to perform this action and, if it does, will consider this complaint resolvedWe appreciate the business's response regarding the rental home's problems, finally addressing the last one on our original list (over a year late) with the help of the Revdex.comPlease note that requests made by my husband and I upon moving into the home were legitimate, all based on commitments made to us by the company's leasing agent (e.g., that the home would be clean, that there would be a clothes dryer for our use, that a new gate would replace a dilapidated gate at the entrance to the back yard and that an weathered piece of plywood covering up a hole in the back yard fence would be replaced with fencingHad these things not been promised to us by the leasing agent, we would not have had to ask the company to keep its commitmentsThe business did not follow up with any of these things on its own, so we were forced to pursue these promises at some length, with the business ignoring our concerns for some timeThis was not a pleasant experience for us, but as tenants, we felt entitled to what had been promised Also, this business is mistaken in its written response re: the $we received from the business in These funds were requested (and approved) because the rental home did include a promised clothes dryer, which meant we would incur an additional cost not agreed upon in renting the property .these funds have nothing to do with the poor condition of the home or the complaint filed with the Revdex.comTwenty-five (25) photos documented for the property management company, the actual mocondition of the rental home all were shared with the company, and in fact, sent twice to the President (the second time at his request), but he never acknowledged receiving them, and did not respond to follemails or voice mailsIt's interesting to read that the business says cleanliness of the rental home was up to industry standards (inches of dog fur, food, dust and grime under the stove is an industry standard of cleanliness????) It's not clear how the business could make this assertion, since no one would come to the rental home to see its condition once we notified them of the problemsFor some property management companies, perhaps ignoring tenants is a strategy to improve their bottom lineBased on our unfortunate experience, this is our assumption about this business (e.gignore tenant concerns and maybe they will go away)Their written response to the Revdex.com sounds that way to usThe business is correct in noting we received our security deposit back in fullThe business staff told me (when dropping off the rental home keys) that the homeowner wanted the property management company to personally thank us for the immaculate condition of the home and yardWe worked very hard to assure we would receive our security deposit back and we were entitled to it As professional people, homeowners for over years and tenants for years with another local property management companywe were quite surprised at the lack of professionalism exhibited by this business (except for the wonderful and considerate property maintenance staff member, Dominic)In fact, since moving out of this rental house, we been made aware of the homeowner's complaints with this property management company as well It's somewhat ironic that this company's website describes how wonderful their services are, but frankly, saying a company is a quality organization, does not make it a quality organizationIf a business does not meet its own commitments to customers, their reputation suffers We were sad to leave this rental home, we had done quite a bit of work to improve it (deep cleaning the house, exterior painting and upgrading the yard and plants at our own expense) and miss the many nice neighbors we got to knowFor us, the only silver lining in having to move when the homeowner returned to California for work, was no longer having to deal with the property management companyMany thanks go out to the business's maintenance staff, and the outside contractors (plumbers, etc.) who provided excellent service to usWe really appreciated you! We hope the business will eventually review (realistically) how they handled our concerns as their customers .because no customer should to work this hard to get a company to do its job properly Regards, [redacted] and spouse

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to us.  We will wait for the business to perform this action and, if it does, will consider this complaint resolved.
We appreciate the business's response regarding the rental home's problems, finally addressing the last one on our original list (over a year late) with the help of the Revdex.com. Please note that requests made by my husband and I upon moving into the home were legitimate, all based on commitments made to us by the company's leasing agent (e.g., that the home would be clean, that there would be a clothes dryer for our use, that a new gate would replace a dilapidated gate at the entrance to the back yard and that an weathered piece of plywood covering up a hole in the back yard fence would be replaced with fencing. Had these things not been promised to us by the leasing agent, we would not have had to ask the company to keep its commitments. The business did not follow up with any of these things on its own, so we were forced to pursue these promises at some length, with the business ignoring our concerns for some time. This was not a pleasant experience for us, but as tenants, we felt entitled to what had been promised. 
Also, this business is mistaken in its written response re: the $100 we received from the business in 2014. These funds were requested (and approved) because the rental home did include a promised clothes dryer, which meant we would incur an additional cost not agreed upon in renting the property….these funds have nothing to do with the poor condition of the home or the complaint filed with the Revdex.com. Twenty-five (25) photos documented for the property management company, the actual move-in condition of the rental home…all were shared with the company, and in fact, sent twice to the President (the second time at his request), but he never acknowledged receiving them, and did not respond to follow-up emails or voice mails. It's interesting to read that the business says cleanliness of the rental home was up to industry standards (3 inches of dog fur, food, dust and grime under the stove is an industry standard of cleanliness????) It's not clear how the business could make this assertion, since no one would come to the rental home to see its condition once we notified them of the problems. For some property management companies, perhaps ignoring tenants is a strategy to improve their bottom line. Based on our unfortunate experience, this is our assumption about this business (e.g. ignore tenant concerns and maybe they will go away). Their written response to the Revdex.com sounds that way to us.
The business is correct in noting we received our security deposit back in full. The business staff told me (when dropping off the rental home keys) that the homeowner wanted the property management company to personally thank us for the immaculate condition of the home and yard. We worked very hard to assure we would receive our security deposit back and we were entitled to it.  
As professional people, homeowners for over 30 years and tenants for 2 years with another local property management company. we were quite surprised at the lack of professionalism exhibited by this business (except for the wonderful and considerate property maintenance staff member, Dominic). In fact, since moving out of this rental house, we been made aware of the homeowner's complaints with this property management company as well. 
It's somewhat ironic that this company's website describes how wonderful their services are, but frankly, saying a company is a quality organization, does not make it a quality organization. If a business does not meet its own commitments to customers, their reputation suffers. 
We were sad to leave this rental home, we had done quite a bit of work to improve it (deep cleaning the house, exterior painting and upgrading the yard and plants at our own expense) and miss the many nice neighbors we got to know. For us, the only silver lining in having to move when the homeowner returned to California for work, was no longer having to deal with the property management company. Many thanks go out to the business's maintenance staff, and the outside contractors (plumbers, etc.) who provided excellent service to us. We really appreciated you!
We hope the business will eventually review (realistically) how they handled our concerns as their customers….because no customer should to work this hard to get a company to do its job properly.
 
Regards,
[redacted] and spouse

April 14, 2015
Revdex.com4747 View Ave #200San Diego, CA 92123-1688
Reference: consumer ID [redacted]Subject: Request for compensation of cleaning expense
Dear Revdex.com,
I have reviewed your letter and the consumers complaint.
Contrary to her letter,...

prior to the consumer's occupancy, the home was cleaned to industry standard. In her signed move-in condition report, there was no mention of a lack of cleanliness.In eleven years of our business, we have never received a complaint of cleanliness, in fact, our typical comments are very positive.
From the day of her occupancy, there was a relentless and lengthy stream of complaints.We are not accustomed to receiving complaints.
Our position was: her complaints were highly exaggerated. At the time she was asking for $100 compensation. Her claim that she spent half-days for two weeks cleaning is indicative of the over-statement. On homes that require extensive cleaning our cleaners typically spend a maximum of two days.
On June 2, 2014, we sent her a check for $100. It was cashed. (a copy is attached). She neglected to mention that payment in her letter. Incidentally, the owner refused to make that payment. We made that payment at our expense, hoping she would just "go away". Our patience was wearing very thin.
During the course of her tenancy, we continued to receive complaints. She would certainly concur, we promptly addressed all maintenance concerns but she continued to complain about cleaning from March 2014.
Frankly, we were relieved when the owner decided to re-occupy the home and we lost that account. But, it didn't stop the unreasonable and lengthy requests for additional cleaning reimbursement.
She is now asking for $200. She has already received $100 (in addition to a full deposit refund). Again, to make her "go away", we are sending her another $100 in a separate mailing, on this date, again, hoping she will go away. A copy of the check is attached.Respectfully,
*. [redacted]President

Review: We rented a home through Spurr Management last year. When the leasing agent showed us the home, he informed us it would be professionally cleaned prior to our moving in; however, when we moved in, the home was quite dirty. We contacted Spurr about the condition of the home and were told they would 'put a note in our file', but did not offer to send anyone out to see the condition of the home or send out the cleaning crew they promised would do the cleaning before we moved in.I ended up having to do a very deep cleaning of the home, which took considerable time and effortand took photographs of the cleaning job as I went along. It took two weeks to finish. We took photographs of the cleaning job over that period of time and did send the information (via email and phone) about the home's condition, with the photos, to the owner at Spurr Management. Finally, in Dec. of 2014, the owner replied and asked us to resend the photos, which we did. However, we never heard from him again.In late Dec., 2014, we were notified that the homeowner wished to discontinue renting the home due to her relocating back to Lakewood, so we were forced to find new housing, which we did and moved out of the Lakewood home on Feb. 7, 2015. However, we continued our efforts to resolve this matter with the owner of Spurr Property Management via email, phone and voicemail until the week we moved out of the Lakewood home.After we received our security deposit back from Spurr, we sent a final email in March, 2015, requesting compensation for the move-in cleaning job. We did not get a reply to this email,so now we are asking for help from the Revdex.com to resolve this long-standing issue.Desired Settlement: We researched deep house cleaning costs (online) in the Lakewood area, and learned that it would cost about $115 for a 'normal' deep cleaning of a home, with a caveat that if a home needed extensive cleaning, the price would go up from $115. Given the very dirty state of the Lakewood home, and the time it took to clean it (2 weeks, spending at least half a day each day), we requested $200 for time and materials spent on that cleaning project.

Business

Response:

April 14, 2015Revdex.com4747 View Ave #200San Diego, CA 92123-1688Reference: consumer ID [redacted]Subject: Request for compensation of cleaning expenseDear Revdex.com,I have reviewed your letter and the consumers complaint.Contrary to her letter, prior to the consumer's occupancy, the home was cleaned to industry standard. In her signed move-in condition report, there was no mention of a lack of cleanliness.In eleven years of our business, we have never received a complaint of cleanliness, in fact, our typical comments are very positive.From the day of her occupancy, there was a relentless and lengthy stream of complaints.We are not accustomed to receiving complaints.Our position was: her complaints were highly exaggerated. At the time she was asking for $100 compensation. Her claim that she spent half-days for two weeks cleaning is indicative of the over-statement. On homes that require extensive cleaning our cleaners typically spend a maximum of two days.On June 2, 2014, we sent her a check for $100. It was cashed. (a copy is attached). She neglected to mention that payment in her letter. Incidentally, the owner refused to make that payment. We made that payment at our expense, hoping she would just "go away". Our patience was wearing very thin.During the course of her tenancy, we continued to receive complaints. She would certainly concur, we promptly addressed all maintenance concerns but she continued to complain about cleaning from March 2014.Frankly, we were relieved when the owner decided to re-occupy the home and we lost that account. But, it didn't stop the unreasonable and lengthy requests for additional cleaning reimbursement.She is now asking for $200. She has already received $100 (in addition to a full deposit refund). Again, to make her "go away", we are sending her another $100 in a separate mailing, on this date, again, hoping she will go away. A copy of the check is attached.Respectfully, *. [redacted]President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to us. We will wait for the business to perform this action and, if it does, will consider this complaint resolved.We appreciate the business's response regarding the rental home's problems, finally addressing the last one on our original list (over a year late) with the help of the Revdex.com. Please note that requests made by my husband and I upon moving into the home were legitimate, all based on commitments made to us by the company's leasing agent (e.g., that the home would be clean, that there would be a clothes dryer for our use, that a new gate would replace a dilapidated gate at the entrance to the back yard and that an weathered piece of plywood covering up a hole in the back yard fence would be replaced with fencing. Had these things not been promised to us by the leasing agent, we would not have had to ask the company to keep its commitments. The business did not follow up with any of these things on its own, so we were forced to pursue these promises at some length, with the business ignoring our concerns for some time. This was not a pleasant experience for us, but as tenants, we felt entitled to what had been promised. Also, this business is mistaken in its written response re: the $100 we received from the business in 2014. These funds were requested (and approved) because the rental home did include a promised clothes dryer, which meant we would incur an additional cost not agreed upon in renting the property….these funds have nothing to do with the poor condition of the home or the complaint filed with the Revdex.com. Twenty-five (25) photos documented for the property management company, the actual move-in condition of the rental home…all were shared with the company, and in fact, sent twice to the President (the second time at his request), but he never acknowledged receiving them, and did not respond to follow-up emails or voice mails. It's interesting to read that the business says cleanliness of the rental home was up to industry standards (3 inches of dog fur, food, dust and grime under the stove is an industry standard of cleanliness????) It's not clear how the business could make this assertion, since no one would come to the rental home to see its condition once we notified them of the problems. For some property management companies, perhaps ignoring tenants is a strategy to improve their bottom line. Based on our unfortunate experience, this is our assumption about this business (e.g. ignore tenant concerns and maybe they will go away). Their written response to the Revdex.com sounds that way to us.The business is correct in noting we received our security deposit back in full. The business staff told me (when dropping off the rental home keys) that the homeowner wanted the property management company to personally thank us for the immaculate condition of the home and yard. We worked very hard to assure we would receive our security deposit back and we were entitled to it. As professional people, homeowners for over 30 years and tenants for 2 years with another local property management company. we were quite surprised at the lack of professionalism exhibited by this business (except for the wonderful and considerate property maintenance staff member, Dominic). In fact, since moving out of this rental house, we been made aware of the homeowner's complaints with this property management company as well. It's somewhat ironic that this company's website describes how wonderful their services are, but frankly, saying a company is a quality organization, does not make it a quality organization. If a business does not meet its own commitments to customers, their reputation suffers. We were sad to leave this rental home, we had done quite a bit of work to improve it (deep cleaning the house, exterior painting and upgrading the yard and plants at our own expense) and miss the many nice neighbors we got to know. For us, the only silver lining in having to move when the homeowner returned to California for work, was no longer having to deal with the property management company. Many thanks go out to the business's maintenance staff, and the outside contractors (plumbers, etc.) who provided excellent service to us. We really appreciated you!We hope the business will eventually review (realistically) how they handled our concerns as their customers….because no customer should to work this hard to get a company to do its job properly.

Regards,

[redacted] and spouse