Dispute Resolution Team
We received the complaint on June 19, by postal mail
Roman';">Ms *** did stay at Rooms to Rent from May to June 8, Prior to moving in she examined the room she rented checking under the bed, under pillows and in sheetsShe asked about the refund policy if she didn't like the place or left early and was clearly told the no refund policy as stated on the wall behind the deskWe have a great monthly rate which she likedWe also have a weekly rate but it would have cost her more for the weeks she needed to complete her college courseShe was told if she had doubts she should stay one night and then decide if she wanted to stay for the monthShe looked around the place and chose to pay the monthly rateOne night toward the end of May Ms *** came out of her room asking for BenadrylWe do not dispense medications and I referred her to a gas station as it was almost midnightShe showed me some bites and we discussed if they were mosquito bites (she had been scratching them and the area was irritated) and was it possible the bites had occurred here or when she stayed with her friendShe seemed unsure what kind of bites they wereShe made NO CLAIM at that time of bugs in her room but I did offer to spray her room which she declined as she said it would be bad for her catWe did spray in the hallwayI inquired the next day and a few days later about her bites and she said they were betterShe never said anything about any other bites until June She declined access to staff for routine maintenance saying her cat would get upsetDuring the days that Ms *** stayed here she spent the night elsewhere on several occasions before and after she showed me her bitesHot shower facilities were available for the duration of the time Ms *** was here although the showers closest to her rooms did have a maintenance issue and were closed for a few daysWhen I spoke to her at the time she did not indicate any problem with using the alternate facilities
On the evening of June Ms *** called me at home and made a number of threats against the business and accusations to me personally including putting bugs in her room, hiding bugs in the mattress when I changed the sheets, and creating problems when she claimed I “knew what kind of pressure” she was underShe once offered to pay me to do her homework for her to ensure she would pass her class, but when told no, that would be dishonest and I offered instead to assist her working on it she declinedShe had made previous statements about financial problems (college stealing her financial aid, not having money to get a tire for her vehicle etc) and about the demands of an online college course she was takingWhen she called June she was yelling into the phone and using excessive profanityWhen asked to show the bugs to the manager on duty she lapsed into threats and profanity and would not address the issue or produce any bugsI believe this was a deliberate attempt to bully us into giving her a refund when there was no bug problem at all
This is a rundown of the events as they transpiredOn June Ms *** asked for new sheets claiming hers were covered in bugsShe was supplied with clean sheets and her sheets were examined and found no bugsThen she asked for a broom and was given a brand new broom which she broke, then wanted another oneWhen she started swearing about bugs all over the room and hall carpets the carpets were removed and examinedAgain no bugs foundMs *** then swept debris from her room into the hallway with another tenant saying it looked “as if she was trying to create a mess to complain about”The manager on duty spoke with Ms *** and she asked him questions about me going through her room which he said was not happening and then proceeded to make claims that the manager on duty had 'set her up'She was acting erratic and paranoidMs *** was offered a new mattress at this pointShe proceeded to call and curse out the manager of our other business who has nothing to do with Hempstead and then call myself demanding not only that I return immediately but that she wanted a full refundWhen I asked about the bugs she said they were everywhere and I asked her to show them to the manager on duty to identify them and she kept swearing and making ludicrous and unfounded accusations against me and everyone in the building and threats if she did not get a refund she would shut us downShe never produced one bug for anyone nor were any found in the room after she leftThere was a dead roly-poly found in the hallway
Ms *** called the local police who came, read the posted refund policy aloud and read the guidelines posted on the door of the room and looked in the room and watched as the mattress was searched for any bugsNone found. In the interest of customer service Ms *** was offered the option of a replacement mattress or another roomThe officer even suggested that she stay the remaining time she had paid for and he leftShe declined, packed her things and left that nightShe left cat litter and cat food on the floor and cat litter in the bed, all of which we cleaned
We take the comfort of our guests seriously and our goal is to provide a clean comfortable room at an affordable priceWe have a price list shown to guests when checking in of the options and clearly mark the chesheets with fees and everything is explained before payments are madeWe have a list of guest rules/guidelines in each room that states among other things “No illegal drugsANY drug violation will result in immediate eviction WITH OUT REFUNDZERO TOLLERANCE.” (quoted with caps as shown on posted sheet)Ms *** demanded a refund based on this statement claiming that not having drugs entitled her to a refundEven the officer disagreed with her
Prior to June Ms *** had been a fairly amiable guest and had even remarked to one other person here that she liked it here as she had trouble finding a place that would allow pets and was affordable for a college studentWe do not know what else may have occurred in her life to lead her to make the statements in her complaintNotices do not require a State of Texas seal to inform people that the Coke machine has been refilled, or that if you order pizza delivery that you need to give the pizza people your room number, or even that there are no refundsShe stayed days but claims the problem occurred on the first day she cameShe claimed to a number of people, including a police officer, that there were bugs everywhere but was unable to produce even oneMs ***'s threats, statements, and behavior lead me to believe that she was trying to have her cake and eat it too and make us refund money based on threats and lies
Dispute Resolution Team
We received the complaint on June 19, by postal mail
Roman';">Ms *** did stay at Rooms to Rent from May to June 8, Prior to moving in she examined the room she rented checking under the bed, under pillows and in sheetsShe asked about the refund policy if she didn't like the place or left early and was clearly told the no refund policy as stated on the wall behind the deskWe have a great monthly rate which she likedWe also have a weekly rate but it would have cost her more for the weeks she needed to complete her college courseShe was told if she had doubts she should stay one night and then decide if she wanted to stay for the monthShe looked around the place and chose to pay the monthly rateOne night toward the end of May Ms *** came out of her room asking for BenadrylWe do not dispense medications and I referred her to a gas station as it was almost midnightShe showed me some bites and we discussed if they were mosquito bites (she had been scratching them and the area was irritated) and was it possible the bites had occurred here or when she stayed with her friendShe seemed unsure what kind of bites they wereShe made NO CLAIM at that time of bugs in her room but I did offer to spray her room which she declined as she said it would be bad for her catWe did spray in the hallwayI inquired the next day and a few days later about her bites and she said they were betterShe never said anything about any other bites until June She declined access to staff for routine maintenance saying her cat would get upsetDuring the days that Ms *** stayed here she spent the night elsewhere on several occasions before and after she showed me her bitesHot shower facilities were available for the duration of the time Ms *** was here although the showers closest to her rooms did have a maintenance issue and were closed for a few daysWhen I spoke to her at the time she did not indicate any problem with using the alternate facilities
On the evening of June Ms *** called me at home and made a number of threats against the business and accusations to me personally including putting bugs in her room, hiding bugs in the mattress when I changed the sheets, and creating problems when she claimed I “knew what kind of pressure” she was underShe once offered to pay me to do her homework for her to ensure she would pass her class, but when told no, that would be dishonest and I offered instead to assist her working on it she declinedShe had made previous statements about financial problems (college stealing her financial aid, not having money to get a tire for her vehicle etc) and about the demands of an online college course she was takingWhen she called June she was yelling into the phone and using excessive profanityWhen asked to show the bugs to the manager on duty she lapsed into threats and profanity and would not address the issue or produce any bugsI believe this was a deliberate attempt to bully us into giving her a refund when there was no bug problem at all
This is a rundown of the events as they transpiredOn June Ms *** asked for new sheets claiming hers were covered in bugsShe was supplied with clean sheets and her sheets were examined and found no bugsThen she asked for a broom and was given a brand new broom which she broke, then wanted another oneWhen she started swearing about bugs all over the room and hall carpets the carpets were removed and examinedAgain no bugs foundMs *** then swept debris from her room into the hallway with another tenant saying it looked “as if she was trying to create a mess to complain about”The manager on duty spoke with Ms *** and she asked him questions about me going through her room which he said was not happening and then proceeded to make claims that the manager on duty had 'set her up'She was acting erratic and paranoidMs *** was offered a new mattress at this pointShe proceeded to call and curse out the manager of our other business who has nothing to do with Hempstead and then call myself demanding not only that I return immediately but that she wanted a full refundWhen I asked about the bugs she said they were everywhere and I asked her to show them to the manager on duty to identify them and she kept swearing and making ludicrous and unfounded accusations against me and everyone in the building and threats if she did not get a refund she would shut us downShe never produced one bug for anyone nor were any found in the room after she leftThere was a dead roly-poly found in the hallway
Ms *** called the local police who came, read the posted refund policy aloud and read the guidelines posted on the door of the room and looked in the room and watched as the mattress was searched for any bugsNone found. In the interest of customer service Ms *** was offered the option of a replacement mattress or another roomThe officer even suggested that she stay the remaining time she had paid for and he leftShe declined, packed her things and left that nightShe left cat litter and cat food on the floor and cat litter in the bed, all of which we cleaned
We take the comfort of our guests seriously and our goal is to provide a clean comfortable room at an affordable priceWe have a price list shown to guests when checking in of the options and clearly mark the chesheets with fees and everything is explained before payments are madeWe have a list of guest rules/guidelines in each room that states among other things “No illegal drugsANY drug violation will result in immediate eviction WITH OUT REFUNDZERO TOLLERANCE.” (quoted with caps as shown on posted sheet)Ms *** demanded a refund based on this statement claiming that not having drugs entitled her to a refundEven the officer disagreed with her
Prior to June Ms *** had been a fairly amiable guest and had even remarked to one other person here that she liked it here as she had trouble finding a place that would allow pets and was affordable for a college studentWe do not know what else may have occurred in her life to lead her to make the statements in her complaintNotices do not require a State of Texas seal to inform people that the Coke machine has been refilled, or that if you order pizza delivery that you need to give the pizza people your room number, or even that there are no refundsShe stayed days but claims the problem occurred on the first day she cameShe claimed to a number of people, including a police officer, that there were bugs everywhere but was unable to produce even oneMs ***'s threats, statements, and behavior lead me to believe that she was trying to have her cake and eat it too and make us refund money based on threats and lies