Sunburst Property Management LLC

[redacted] To Whom It May Concern:I have been in contact with the complainant since this complaint was filed I feel everything has been worked out to everyone's satisfaction, however, I felt I should still follow through with your request to respond.The tenant was to be completely vacated from the premises by the end of the day on July 31, I checked the new tenants in at noon on August 1, It is not my policy to do a final walk through with a tenant, but instead, I send them a letter with detailed instructions informing them of their obligations regarding the refund of their security deposit Attached to this letter is a check-out sheet, the same form as the chesheet they received upon move-inThe letter also has a reminder of the day time frame allowable in the return of their deposit Only days after the tenant vacated the unit, I received a call from the tenant He insisted his security deposit be refunded to him immediately I explained to him that I couldn't do that I explained that there was a small amount of cleaning, the carpets had not been cleaned, at least professionally as required in his lease, and that there were some items left in the unit that we had to have hauled off I told him I hadn't even received the billing for these things yet He said there should not be any deductions made, that everything had been done, and the few items he left, he do so for the new tenants to use He then demanded that his full security deposit be refunded and refunded immediately, I told him, the new tenants had no use for those Items, so I had to pay to have them hauled off, I needed the cleaning & carpet cleaning bills to come in to know what to deduct (as well as confirming final utilities have been paid), and reminded him that the lease stated up to days for the return of the security deposit was allowable He was not happy with what I had to say and was very persistent that he needed his deposit immediately I told him that just wasn't going to happen and then basically told him I could not help him any further, at that time, that he would receive his deposit refund in accordance to his lease agreement, and therefore, there was no reason to continue the phone conversation(It was becoming difficult to get him off the phone).I recall getting some calls from the tenant's mother After having the conversation I did with the tenant, and having assumed he had relayed everything to her, I felt like there really wasn't anything more to addSummer, especially July, August, and into September, is an intensely busy time of the year for me, as anyone in this town would attest, that is in this business Once I had sent the disbursement breakdown (with pictures) and a check for the remainder of their deposit, I would welcome any questions regarding deductions, in writing, at that time This is stated in the deposit disbursement letter After several phone calls from the mother of the tenant (the complainant), however, I went ahead and tried to contact her by leaving a voice-mail, I believe, on September 10, In the meantime, on September 12, 2016, I received a call from the person she had hired to do the cleaning This was the one and only call I received from this person, at any time He was very respectful during this conversation He told me he had done a very thorough job, but admitted, he did the carpet cleaning himself by renting a rug shampooer He also told me that the tenant had some items left in the living room, so he was, therefore, unable to clean a good portion of the hardwood floor in that room He pleaded with me that I return the security deposit to the tenant I explained to him, that I had no intention of holding back any more than was absolutely necessary I explained that it was evident to me the unit had been cleaned, however, there were some things that were overlooked making it necessary for me to call someone in, resulting in additional charges to the ownerI explained that the heavily soiled traffic areas of the carpet, needed to be cleaned by a professional, truck mounted carpet cleaning service, which I had to have doneA truck mounted service is a requirement of the lease and for this very reason We agreed that he would send me the details of everything he had cleaned at the unit for me to review and consider Due to her family in town visiting, the complainant returned my call a little more than a week after I left my voice-mail to her I had only received the notice from Revdex.com a day or prior to her callback We discussed everything in a very construction conversation, as was typical of our working relationship She admitted she had misunderstood the person who had done the cleaning, and rather than him attempting to call numerous times, he had only called me the one time I explained to her everything I saw (and took pictures of), as well as the issue with the carpetsI explained the conversation I had with her son, and the tone he had used with me, and that I wanted to wait until the deposit disbursement had been made to them, in accordance to the lease agreement, before discussing it further She apologized for her son's attitude toward me, (which was not typical, by the way, of my dealings with him during his years tenancy) Contrary to my assumption, not everything had been completely relayed to her by him, and after not hearing back from me after quite a few attempts, she was becoming very concerned I imparted my apologizes, for the alarm I caused her, by not calling her back After the two of us explaining each others position and point of view, we agreed she would wait until she received the disbursement and the check for the balance due to them I asked her to please call me, if after receiving this, she felt any deductions made were unreasonable She agreed I also asked that she follow up with you, so that this would not reflect negatively on my status of standing with your serviceSince she had simply gone on line to make this complaint, and was not given instruction on how to follow up, she was not sure how to go about contacting you I told her I would just follow up on my end She told me if after doing so, I found that she needed to contact you, to just let her know I have sent out the disbursement and refund check to the tenant As of today, I have not heard back from them Hopefully, this situation has now been resolved.Yours truly,Maggie W [redacted] SunBurst Property Management, LLC [redacted]

Complaint: [redacted] I am rejecting this response because:The charges seem excessiveThe apartment was not cleaned when my son and his roommate moved in and they were paid $to clean itI had the apartment detailed to the tune of $with a couple of things being missed that couldn't have taken more than minutes to completeMaggie deducted more than the $my son was paid to clean the whole unit, makes no senseThat doesn't add upAlso, concerning the carpets, there are only two small bedrooms with carpet in themThey were GROSS when we moved my son in and at that time, Maggie told us she understood they should be replaced soonMy son lived there two years and upon leaving, the carpets should have been REPLACED, not cleanedLandlords need to do their due diligence with an apartment just as a renter doesAnd concerning the "Walk Through" I definitely think a walk through would have averted all of these issuesIt is my belief that she doesn't do walk throughs so that she can keep security depositsI have four kids, all have rented on multiple occasions and all have had walk throughs upon moving in and outThis is the first security deposit issue we have had, in fact, this is the first time we did not receive the entire deposit backMy kids are responsible and we hold them accountableShe included photos with the deposit return but there is no way of knowing if those photos are even from ***'s unitI would encourage anyone renting from this company to demand a thorough walk through before moving in as well as before vacatingYou have no recourse without oneBe wary of this because keeping security deposits is another way for these property management companies to take advantage of renters Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:The charges seem excessive. The apartment was not cleaned when my son and his roommate moved in and they were paid $100 to clean it. I had the apartment detailed to the tune of $400 with a couple of things being missed that couldn't have taken more than 15 minutes to complete. Maggie deducted more than the $100 my son was paid to clean the whole unit, makes no sense. That doesn't add up. Also, concerning the carpets, there are only two small bedrooms with carpet in them. They were GROSS when we moved my son in and at that time, Maggie told us she understood they should be replaced soon. My son lived there two years and upon leaving, the carpets should have been REPLACED, not cleaned. Landlords need to do their due diligence with an apartment just as a renter does. And concerning the "Walk Through" I definitely think a walk through would have averted all of these issues. It is my belief that she doesn't do walk throughs so that she can keep security deposits. I have four kids, all have rented on multiple occasions and all have had walk throughs upon moving in and out. This is the first security deposit issue we have had, in fact, this is the first time we did not receive the entire deposit back. My kids are responsible and we hold them accountable. She included photos with the deposit return but there is no way of knowing if those photos are even from [redacted]'s unit. I would encourage anyone renting from this company to demand a thorough walk through before moving in as well as before vacating. You have no recourse without one. Be wary of this because keeping security deposits is another way for these property management companies to take advantage of renters.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]To Whom It May Concern:I have been in contact with the complainant since this complaint was filed.  I feel everything has been worked out to everyone's...

satisfaction, however, I felt I should still follow through with your request to respond.The tenant was to be completely vacated from the premises by the end of the day on July 31, 2016.  I checked the new tenants in at noon on August 1, 2016.  It is not my policy to do a final walk through with a tenant, but instead, I send them a letter with detailed instructions informing them of their obligations regarding the refund of their security deposit.  Attached to this letter is a check-out sheet, the same form as the check-in sheet they received upon move-in. The letter also has a reminder of the 60 day time frame allowable in the return of their deposit Only days after the tenant vacated the unit, I received a call from the tenant.  He insisted his security deposit be refunded to him immediately.  I explained to him that I couldn't do that.  I explained that there was a small amount of cleaning, the carpets had not been cleaned, at least professionally as required in his lease, and that there were some items left in the unit that we had to have hauled off.  I told him I hadn't even received the billing for these things yet.  He said there should not be any deductions made, that everything had been done, and the few items he left, he do so for the new tenants to use.  He then demanded that his full security deposit be refunded and refunded immediately,  I told him, the new tenants had no use for those Items, so I had to pay to have them hauled off, I needed the cleaning & carpet cleaning bills to come in to know what to deduct (as well as confirming final utilities have been paid), and reminded him that the lease stated up to 60 days for the return of the security deposit was allowable.  He was not happy with what I had to say and was very persistent that he needed his deposit immediately.  I told him that just wasn't going to happen and then basically told him I could not help him any further, at that time, that he would receive his deposit refund in accordance to his lease agreement, and therefore, there was no reason to continue the phone conversation. (It was becoming difficult to get him off the phone).I recall getting some calls from the tenant's mother.  After having the conversation I did with the tenant, and having assumed he had relayed everything to her, I felt like there really wasn't anything more to add. Summer, especially July, August, and into September, is an intensely busy time of the year for me, as anyone in this town would attest, that is in this business.  Once I had sent the disbursement breakdown (with pictures) and a check for the remainder of their deposit, I would welcome any questions regarding deductions, in writing, at that time.  This is stated in the deposit disbursement letter.  After several phone calls from the mother of the tenant (the complainant), however, I went ahead and tried to contact her by leaving a voice-mail, I believe, on September 10, 2016. In the meantime, on September 12, 2016, I received a call from the person she had hired to do the cleaning.  This was the one and only call I received from this person, at any time.  He was very respectful during this conversation.  He told me he had done a very thorough job, but admitted, he did the carpet cleaning himself by renting a rug shampooer.  He also told me that the tenant had some items left in the living room, so he was, therefore, unable to clean a good portion of the hardwood floor in that room.  He pleaded with me that I return the security deposit to the tenant.  I explained to him, that I had no intention of holding back any more than was absolutely necessary.  I explained that it was evident to me the unit had been cleaned, however, there were some things that were overlooked making it necessary for me to call someone in, resulting in additional charges to the owner. I explained that the heavily soiled traffic areas of the carpet, needed to be cleaned by a professional, truck mounted carpet cleaning service, which I had to have done. A truck mounted service is a requirement of the lease and for this very reason.  We agreed that he would send me the details of everything he had cleaned at the unit for me to review and consider.  Due to her family in town visiting, the complainant returned my call a little more than a week after I left my voice-mail to her.  I had only received the notice from Revdex.com a day or 2 prior to her callback.  We discussed everything in a very construction conversation, as was typical of our working relationship.  She admitted she had misunderstood the person who had done the cleaning, and rather than him attempting to call numerous times, he had only called me the one time.  I explained to her everything I saw (and took pictures of), as well as the issue with the carpets. I explained the conversation I had with her son, and the tone he had used with me, and that I wanted to wait until the deposit disbursement had been made to them, in accordance to the lease agreement, before discussing it further.  She apologized for her son's attitude toward me, (which was not typical, by the way, of my dealings with him during his 2 years tenancy).  Contrary to my assumption, not everything had been completely relayed to her by him, and after not hearing back from me after quite a few attempts, she was becoming very concerned.  I imparted my apologizes, for the alarm I caused her, by not calling her back.  After the two of us explaining each others position and point of view, we agreed she would wait until she received the disbursement and the check for the balance due to them.  I asked her to please call me, if after receiving this, she felt any deductions made were unreasonable.  She agreed.  I also asked that she follow up with you, so that this would not reflect negatively on my status of standing with your service. Since she had simply gone on line to make this complaint, and was not given instruction on how to follow up, she was not sure how to go about contacting you.  I told her I would just follow up on my end.  She told me if after doing so, I found that she needed to contact you, to just let her know.  I have sent out the disbursement and refund check to the tenant.  As of today, I have not heard back from them.  Hopefully, this situation has now been resolved.Yours truly,Maggie W[redacted]SunBurst Property Management, LLC[redacted]