Stout Associates, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This does not address the issues that had been brought to the attention of this complaintThe repairs have never been fixed and still are not fixedThe repair that was not completed the year previously was never completed and they wanted to charge me for the repair of the hole since I did not call them enough to remind them that the hole was never repairedI did receive the bills after I requested them several timesAlthough my amount due from when I paid my rent is different than the amount due when requesting an itemized billI also have proof of all of the miscalculations that the management company reportedThe issue was and is that you were charging my something that I was not aware of and charging me for a repair that never took place and then blamed me for the cost of the repair to the hole that you never fixed because I asked the contractor to ask you the management company if he could finish the repair that was never completedThen you began an inquisition on the size, diameter, distance from each hole the time frame and each response I provide you would response with a statement that see then there was a hole and it was repaired so then you are responsible for the billThere were two different hole I would state and then you would ask me a question something like, How many holes did the contractor make on the day that he came." I would respond, "One" Then stoudt's representative replies, that there is only one hole and that is what I am playing for one holeAlthough the pictures and the description clearly shows two holesIf you would have listened to the problem, not insult me, badger me this would not be an issue; you wanted me to pay for something that I was not responsible for. I have included the receipts that were provided to meSo let us review the documentation. On 2OCTI owed according to my receipt that was given to my fiance when she paid the rentAfter I begin to talk to Stoudts about a bill which took several times to get, my amount is then is $on the same dayHow is that possible? Also my water bill is due on the tenant schedule on 10-7-2015, but if you review the bill it is $due on November 6, As the issue at hand was that I did not want to pay for half of the ceiling bill since it should have already been fixedThat is what I was asking for! I made the one hole and I would pay for that, although I did not know that I bill existedSo anyway, look at the bill it states TWO holes!! I never told the contractor to fix it, I asked him to ask you if he could since it was a repair that was never resolved! The owner of stoudt's contacted me and asked that we stop the negativity and we did come to an agreement cordially a few days ago; so I am not sure why I am getting this response, but I stick by decision to let everyone know how they handle business
Although this situation is less than ideal, I do like the home and the communityThe owner did make an agreeable terms which kinda has me surprised that I am now writing this responseRegards,*** ***

Very poor service Very poor communication We are owners of a rented condo which Stout managed for usOur water heater broke while a tenant was in the property at a time when Stout Associates was closed Stout Associates changed the locks to our condo months before and never told us or gave us a key Had we had possession of a key to our condo, we could have minimized the damages well before Stout Associates' facilities person arrived at the condo Due to the negligence of Stout Associates in providing us with a key, we could not minimize the damagesIn addition, although we appreciated the Stout Associates' facilities person's efforts, we quickly realized that the cleperformed by him was hardly adequate Stout Associates did not ensure that the work was done properly At that point, our trust in the company was completely lost As our property management company, Stout Associates should have advised us to have a professional water restoration company come out to insure a proper clethat would prevent future mold issues At an additional cost, we arranged for a water restoration company to come to the property to perform a proper clean-up Had Stout Associates, the company we paid to manage our property, arranged for a proper cleto begin with, the bill from the facilities person would be minimalFurthermore, there was other severe water damage in the property from another unrelated leak that we noticed as soon as we walked into the property to inspect the water heater replacement Stout Associates had charged us for walkthroughs of the condo, but never reported the damages and our tenant never reported them The damages were so bad that the floor was springy to walk on When we pulled up the floor we discovered that the only thing holding up a person was the linoleum flooring; underneath that was a six foot hole full of water Clearly, their walkthroughs of the property were not properly doneWe paid for their services, their inadequate facilities clecrew, and their poor communication When we complained, like the other complaint listed, we were verbally harassed and even yelled at The owners or managers who spoke to us were entirely unprofessional, defensive, and abusive, but most of the regular employees were professional When we complained by email, there was no response to our complaints

The tenant had used a portable air conditioner and did not bother to empty it and it overflowed.  The ceilings below were damaged.  We charged the tenants for the damages in which they caused.  They were absolutely shown the bills and were also there when the repairs were made....

 We manage the property and the actual owners are 100% behind us and wish for the tenants to pay for the damages they caused.  I would gladly forward you the bills (with permission from the tenant).

Stout Associates does not owe this tenant any money at all whatsoever.  The money this previous tenant refers to is simply a security deposit for a rental unit.  This tenant was indeed refunded their security deposit of $1286.40.   The charges deducted out of the...

security deposit were damages, repairs, and costs incurred by the tenant in the amount of $313.40 and were clearly itemized on their final statement.  $103.40 was for a sewer bill incurred by the tenant which was never paid by the tenant. $60.00 was a for a clogged toilet the tenant left.   We expect the tenant to leave the unit in the condition it was when they moved in.  In this case, Stout Associates has over 3 dozen pictures that document the dirty conditions this property was left in upon the tenants' exit.  Therefore Stout Associates had to hire a cleaning service to professionally clean this unit so it could be suitable for another tenant to move in.  That cost of the charge incurred was $150.  So out of the $1600, yes the tenant was returned $1286.60 due to their neglect in not paying their sewer bill, leaving a clogged toilet causing water damage( which they were NOT billed for), and not bothering to clean upon their vacating the unit.  Additionally, Stout Associates was MORE than gracious with this previous tenant.   Our policy and it is on the lease which this former tenant had signed, is a 60 day notice to vacate upon breaking a lease agreement.  We rented this unit immediately and allowed this tenant to only give a 30 day notice and thus saved him one month's rent, which is equivalent to $1600.  Our employees were harassed and subjected to this tenants egregious behaviors and relentless phone calls which are documented on our call log and for which we still have voicemails on record.  We have dealt with hundreds of tenants and owners over many years.  We have been in business a long time and at no time has any employee of Stouts verbally abused anyone.   We have a professional code of conduct.  Slander and threats have been ongoing from this former tenant.   There were NO services provided to Stout from this tenant or advertising provided to Stout Associates from this tenant.  If the tenant incurred any pain and suffering it was from their own inept actions or rather a lack or actions on their own part.  This complaint is completely unfounded and false.

Review: The company owes us $1600 and only refunded us $1286 due to deducted services that we previously complained about over the phone numerous times as well as additional charges that were not to be our expense due to us fulfilling all requirements.

Stouts also verbally abused me and my father in law over the phone when we questioned the absurd charges. They basically told us that it was up to them and them only to refund us the appropriate amount when in fact the charges were simply services that they were responsible for that they made us pay for.

What’s more, we paid out of pocket expenses for repairs that were not refunded as well as assisting the company with my services and time in order to assist the sale to their new client.Desired Settlement: We want to be paid our full refund of $1600 as promised in the contract as well as a refund for out of pocket costs for repairs and intial cleaning and in addtion we would like to collect money owed for our services provided to Stout for pictures and advertising which all total an additional $400. Pain and sufferring could also be a complaint of ours due to the disrespect the Manager showed on the initial call to discuss our refund.

Business

Response:

Stout Associates does not owe this tenant any money at all whatsoever. The money this previous tenant refers to is simply a security deposit for a rental unit. This tenant was indeed refunded their security deposit of $1286.40. The charges deducted out of the security deposit were damages, repairs, and costs incurred by the tenant in the amount of $313.40 and were clearly itemized on their final statement. $103.40 was for a sewer bill incurred by the tenant which was never paid by the tenant. $60.00 was a for a clogged toilet the tenant left. We expect the tenant to leave the unit in the condition it was when they moved in. In this case, Stout Associates has over 3 dozen pictures that document the dirty conditions this property was left in upon the tenants' exit. Therefore Stout Associates had to hire a cleaning service to professionally clean this unit so it could be suitable for another tenant to move in. That cost of the charge incurred was $150. So out of the $1600, yes the tenant was returned $1286.60 due to their neglect in not paying their sewer bill, leaving a clogged toilet causing water damage( which they were NOT billed for), and not bothering to clean upon their vacating the unit. Additionally, Stout Associates was MORE than gracious with this previous tenant. Our policy and it is on the lease which this former tenant had signed, is a 60 day notice to vacate upon breaking a lease agreement. We rented this unit immediately and allowed this tenant to only give a 30 day notice and thus saved him one month's rent, which is equivalent to $1600. Our employees were harassed and subjected to this tenants egregious behaviors and relentless phone calls which are documented on our call log and for which we still have voicemails on record. We have dealt with hundreds of tenants and owners over many years. We have been in business a long time and at no time has any employee of Stouts verbally abused anyone. We have a professional code of conduct. Slander and threats have been ongoing from this former tenant. There were NO services provided to Stout from this tenant or advertising provided to Stout Associates from this tenant. If the tenant incurred any pain and suffering it was from their own inept actions or rather a lack or actions on their own part. This complaint is completely unfounded and false.