The Fales Group

Following is our response to a complaint letter you mailed to our office last week; dated February 9, 2015. ">
Tenants in a property we manage sent the complaint in to the Revdex.com because they feel they are owed 100% of their security deposit back. They were notified that they would only be receiving over 2/of the deposit back due to damages made while in the property
In their Revdex.com complaint they listed many issues with the property when they took possession a year ago. And most of the statements made were accurateThey did need to move quickly, and the house was not ready for occupancy when they wanted to move in. It was agreed upon that they would be taking the home in the condition it was in due to their timeline.
One item mentioned in their complaint was the condition of the carpet in the upstairs. Their statement of the condition is correct. But they were given the choice to either make a pet deposit, due to the plan of having birds, tortoises and a dog in the rooms, and get new carpet, or keep the existing carpet and have it cleaned. They did not want to pay an additional deposit, so the carpets were cleaned best they could be.
During their time in the home they submitted complaints about various items in the house. We dispatched various repair people to try to satisfy them. Due to personality conflicts along the way we had to find additional repair people. All along we attempted to correct the deficiencies best we could.
Once the tenants moved out the home was assessed for its condition, and an itemized damages letter was sent stating there were some damages to the property that were not there when they moved in. We stated they would be receiving over 2/3rds of their deposit. They stated that was not agreeable. Since then they generated this complaint that we are responding to.
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I have had the pleasure to do business with The Fales Group and to date remain one of my best experience when it comes to business dealingsWhen I was purchasing my second home Eric Fales of The Fales Group was my realtorHe was efficient, purposeful, dependable and diligent throughout the entire processEric made himself readily available and it never seemed too early or too late to contact himAs a single mother in the middle of a divorce settlement Eric and Catherine patiently worked with me through the underwriting process and all the paperwork hurdles that needless to say seemed to continuously needing another bit of paper/ document or additional information Their company is very knowledgeable about excellent resources a homebuyer needsI was able to work with a great loan officer and when it came to find a home inspector they suggested one who came highly recommended and who provided an excellent report on what needed to be repairedI was also doing some energy saving house renovations ( tips Eric suggested) since I was purchasing an older houseThe Fales Group was able to provide a window company who gave me a great price and who did a very professional jobToday I am thankful for these renovations because my house electric bill is so low even much lower than that of the small apartment I moved out of to my new houseEvery year I am sent my birthday and happy house anniversary greetings without failI could rave on and on about this company but I will just say thank God that companies like The Fales Group still exist that provide a honest, effective human touch and warmth to home buying! Thank you Fales Group for everything you do! Thank you for being a bright spark at a time in my life when so many other bleak darts were firing at me

Review: As of now, this case is not being litigated, although I am reserving that right and the right to speak with an attorney on the matters at hand.In January of 2014, my husband and I were forced to vacate a house that we were renting due to the sudden sale of that house. We got notice of this in the middle of the moth. In order to start a new lease at the beginning of the following month, that meant we had only 2 weeks to find a new place and move. Essentially, we were under duress. We had to find a place fast and it had to be cheap. It didn't have to be pretty, we just needed to get in quickly and make it function for a year while we re-grouped ,while also dealing with some family issues involving my late mother-in-law. Ultimately, we settled on a run- down property in Richmond that had a big fenced-in backyard where our dog could run, and a large area upstairs for our birds and tortoises. The place was filthy when we saw it, it had not been cleaned to be shown since the last tenants. There were large holes in a couple of the doors, indicating that there had obviously been some previous discord in the house. There was old furniture and things leftover from the previous tenants, and the carpet upstairs was totally soiled and smelled of urine. There was no railing for the extraordinarily steep staircase.We thought that the landlord would have all of that cleaned up and so forth by the time we moved in, so even though it was really nasty, it should clean up well enough to al least function as a home for us for a year, and it was cheap! Besides, the aesthetic things like the busted doors were not a concern to us for what we were paying. After all, we were only gonna be here for a year. I was certain that the landlord would have been aware of the condition of the house and that he'd have it fixed and ready by the time we moved in, including replacing the disgusting carpet, which was something that I mentioned first thing to his staff. I turned out to be wrong on ALL counts.Desired Settlement: The form above does not leave room for my full complaint. I would like to addend it via email in a pdf.We urge [redacted] to re-evaluate his position and give us back our full deposit as we deserve. We moved in under deplorable conditions, dealt with his poorly run property and his careless attitude toward our wellbeing and still paid him on time every month. Even after we were able to escape the festering hole in which we were living, we still held up our end of the bargain.

Business

Response:

Following is our response to a complaint letter you mailed to our office last week; dated February 9, 2015. Tenants in a property we manage sent the complaint in to the Revdex.com because they feel they are owed 100% of their security deposit back. They were notified that they would only be receiving over 2/3 of the deposit back due to damages made while in the property. In their Revdex.com complaint they listed many issues with the property when they took possession a year ago. And most of the statements made were accurate. They did need to move quickly, and the house was not ready for occupancy when they wanted to move in. It was agreed upon that they would be taking the home in the condition it was in due to their timeline. One item mentioned in their complaint was the condition of the carpet in the upstairs. Their statement of the condition is correct. But they were given the choice to either make a pet deposit, due to the plan of having birds, tortoises and a dog in the rooms, and get new carpet, or keep the existing carpet and have it cleaned. They did not want to pay an additional deposit, so the carpets were cleaned best they could be. During their time in the home they submitted complaints about various items in the house. We dispatched various repair people to try to satisfy them. Due to personality conflicts along the way we had to find additional repair people. All along we attempted to correct the deficiencies best we could. Once the tenants moved out the home was assessed for its condition, and an itemized damages letter was sent stating there were some damages to the property that were not there when they moved in. We stated they would be receiving over 2/3rds of their deposit. They stated that was not agreeable. Since then they generated this complaint that we are responding to.

Consumer

Response:

Tell us why here.. We are requesting documentations fromThe Fales Group, being as [redacted] failed to provide us with awritten report of damages when we moved in, and failed to walkthrough the unit with us at ANY time to view the damage that wasalready there when we arrived. (It is unclear that [redacted] hadever inspected the property after the eviction of the previoustenants, as emails strongly suggest otherwise, and we were not giventhe legal courtesy of a documented move-in inspection.) We ask that[redacted] provide a copy of the inventory of damages left behind bythe previous tenants after the eviction of the previous tenants; anynotes or documents relating to the condition of the property directlyafter the eviction of the previous tenants, including intra-companyemails, as well as dated photographs of the property just after theeviction of the previous tenants, and photographs taken within 5 daysof our move-in (the time during which [redacted] should have done achecklist with us). We also would like clarification as to thecircumstances of the eviction of the previous tenants. We request documentation of ANY and ALLprospective tenants that were allowed access to the unit between thetime of the eviction of the previous tenants and the time that wewere given access. This is to include, but is not limited to, anyemails or inquiries made to his company by prospective tenants(including any documented website hits), phone logs to and from hisoffice concerning the property, as well as ANY and ALL informationrelating to any persons to whom his office gave the access code tothe house prior to our move-in, as well as after we moved out. Werequest that The Fales Group provide all notes and emails to, from,and between his staff with any and all other prospective tenants thatMAY HAVE been given access to the property between the time of theremoval of the previous tenants and our initial access; as well asthe period between our initial access and the signing of our lease;as well as the period between our move-out and the end of our lease;we also request ANY and ALL internal emails, written notes, and phonemessages mentioning the property for the last 2 years. We ask that[redacted] provide all of these documentations willingly and withoutsubpoena, including explanations as why any and all other prospectivetenants declined to rent the property before we leased it. We alsorequest the exact date that the previous tenants vacated the unit.Between the time that we moved out inOctober, and through the end of the lease, [redacted] allowed numerousprospective tenants to walk through the unit unsupervised. He didnot tell us, or in any way notify us as to when he would beinspecting the property after our moving out, and did not offer toallow us to be there for the inspection. He had the entire months ofNovember, December, and January to take these actions. He didhowever permit these other individuals unaccompanied access to theunit, so there would be no way for [redacted] to unequivocally insistthat we caused any new damages, if they were to exist, because any ofthe random people that he allowed unsupervised into the unit, couldhave done damage to the property.Also, [redacted] was disingenuous whenhe said that he had offered 2/3 of our deposit back. He neveroffered us 2/3 of our deposit back in writing or otherwise. In mylast email correspondence with him, he offered ½ of the deposit back(see email), at which time I insisted that nothing less than 100% ofthe deposit back would be acceptable to us in order to avoid usexhausting all avenues available to us in order to retrieve our fulldeposit from him. I reiterated that we did not make any damages tothe property and that we had indeed improved the property.In light of the lack of appreciation[redacted] has demonstrated for the work that we did to improve theproperty through professional landscaping, we would like to amend ourcomplaint to not only include the return of 100% of our deposit, butwe would also like access to the property to retrieve the flora thatwe planted and left there in an attempt to beautify and increase theviability of the property. We want to go to the property and dig upthe shrubs and other plants that we paid to have put in, astechnically they belong to us because we paid for them, so now wewant them back now as well.We will await further response and willprovide documentation and emails upon request.

I have had the pleasure to do business with The Fales Group and to date remain one of my best experience when it comes to business dealings. When I was purchasing my second home Eric Fales of The Fales Group was my realtor. He was efficient, purposeful, dependable and diligent throughout the entire process. Eric made himself readily available and it never seemed too early or too late to contact him. As a single mother in the middle of a divorce settlement Eric and Catherine patiently worked with me through the underwriting process and all the paperwork hurdles that needless to say seemed to continuously needing another bit of paper/ document or additional information Their company is very knowledgeable about excellent resources a homebuyer needs. I was able to work with a great loan officer and when it came to find a home inspector they suggested one who came highly recommended and who provided an excellent report on what needed to be repaired. I was also doing some energy saving house renovations ( tips Eric suggested) since I was purchasing an older house. The Fales Group was able to provide a window company who gave me a great price and who did a very professional job. Today I am thankful for these renovations because my house electric bill is so low even much lower than that of the small apartment I moved out of to my new house. Every year I am sent my birthday and happy house anniversary greetings without fail. I could rave on and on about this company but I will just say thank God that companies like The Fales Group still exist that provide a honest, effective human touch and warmth to home buying! Thank you Fales Group for everything you do! Thank you for being a bright spark at a time in my life when so many other bleak darts were firing at me.

Working with the Fales group to buy our first home was a great experience. I have heard horror stories about purchasing a house , but the Fales group made it so easy and worked with my husband and I every step of the way. I would highly recommend them.